Support Article

User not getting screenpop for CTI CISCO IVR call - post upgrade

SA-39217

Summary



User is not getting the interaction screen with the customer verification questions loading. This happens sporadically.

Error Messages


Not Applicable


Steps to Reproduce



This issue is sporadic in nature.


Root Cause



User has to be idle in order for the behavior to occur. Upon an idle session, place a call and the interaction does not load.

Behavior appears to be related to a setting in the call treatment rule for the timeout disposition being set to 0.

This means the startinteraction call is made with out any checks to ensure the PRPC server is prepared for it.

Increased value from 0 to 5 and behavior has gone away. Logs confirm the canstart is executed and returns True.


Resolution



Increase the timeout disposition value to 5 which will ensure Canstart processes to make sure the server or requestor is available and ready to process the request.

Published June 9, 2017 - Updated August 3, 2017

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