Question
Bluevoir Technologies India Private Limited.
IN
Last activity: 10 Jun 2022 8:27 EDT
ANI Lookup
HI,
Whenever we were getting a call into the interaction portal on Pega CRM Application, The ANI lookup functionality is not working, we were utilizing pega DB for data and we were not using any third-party applications.
***Edited by Moderator Marije to add Capability tags***
Pegasystems Inc.
GB
@HarshitK7108 @sharadavangimalla can you clarify if this is an updated environment?
What is your Pega Platform version?
If there was an upgrade, please provide the platform stack and upgrade guides that were followed.
Did you install Pega Customer Service and Pega Call 8.5.5 patch release?
Pega Call 8.5.5 includes fixes for issues: Resolved issues in Pega Call 8.5.5
Were there any errors in the upgrade logs?
When did the lookup last work successfully?
What are the exact steps to replicate? Is there a switch application occurring just before the incoming call?
Check this ; Call class and associated call data customization
Can you please provide the configuration details as detailed in the following references:
@HarshitK7108 @sharadavangimalla can you clarify if this is an updated environment?
What is your Pega Platform version?
If there was an upgrade, please provide the platform stack and upgrade guides that were followed.
Did you install Pega Customer Service and Pega Call 8.5.5 patch release?
Pega Call 8.5.5 includes fixes for issues: Resolved issues in Pega Call 8.5.5
Were there any errors in the upgrade logs?
When did the lookup last work successfully?
What are the exact steps to replicate? Is there a switch application occurring just before the incoming call?
Check this ; Call class and associated call data customization
Can you please provide the configuration details as detailed in the following references:
Call treatment and screenpops configuration
Please provide the details from the above troubleshooting and setup documentation examples.
Your full logs should provide you with a further insight which configuration may have been missed out.
Bluevoir Technologies India Private Limited.
IN
@MarijeSchillern we were using Pega platform and pega customer service of 8.5.1 version
Pegasystems Inc.
GB
@HarshitK7108 I don't have enough detail from you to determine whether this is a product issue or missing configuration.
Pega 8.5.1 is a relatively old patch (December 2020).
This patch requires Pega Platform version 8.5.2 or later.
Please go through the relevant documentation for your version and determine whether you have all the required hotfixes:
If after verifying the above you need further help , I suggest you log a support incident .
Please provide the INC number here to allow us to track it.
Bluevoir Technologies India Private Limited.
IN
@MarijeSchillern We were using Amazon connect CTI for incoming and outgoing calls.