Question
Anthem
US
Last activity: 3 Mar 2020 6:00 EST
Consequences of disabling Operator Presence feature.
Hi Team,
We dont use Pega Call (CTI) functionality and planning to disable (via DSS : prconfig/operatorpresence/enabled/default to FALSE) Operator Presence feature as it keeps generating unwanted Illegal State exceptions like below :
"Rule: PUBLISH, Class: CHANNELSERVICES-OPERATORPRESENCE-OPERATORRECORD, Code: IllegalState "
Could someone please suggest regarding the key features dependent on the Operator Presence along with the cons to disable the same ?
Thank you.
Pegasystems Inc.
IN
Operator Presence Record tracks the operator connection status of ACTIVE, AWAY, or OFFLINE, DISCONNECTED. If you dont use CTI, you can disable it.
Anthem
US
Hi Rakshith,
Please provide instructions to disable Operator Presence feature.I have tried setting the following DSS "prconfig/operatorpresence/enabled/default" to false but it is still not helping (could find log exceptions related to Operator Presence feature).
Have I missed out any ?
Thank you.
Pegasystems Inc.
US
Apart from Pega CTI, Platforms Real-time notification feature rely's on Operator Presence.
Also "Number of concurrent sessions allowed for each operator" feature under your system name rely's on presence records. Disabling it will impact these features.
Anthem
US
Hi Harish_GCS,
Provided article refers to Pega Platform 7.2.2 - 7.3 versions,Can you confirm if it is applicable for PRPC 7.3.1 as well ?
Also "Number of concurrent sessions allowed for each operator" feature under your system name rely's on presence records ---- Please provide additional details (additional documentation/articles would be great as well).Also,how do we control concurrent sessions for each operator ?
Pegasystems Inc.
US
Yes, it is applicable for 7.3.1 as well.
Please open your Data-Admin-System instance to see the option and check help article.
Anthem
US
Hi Team,
I have tried disabling Operator Presence feature by setting the following DSS: prconfig/operatorpresence/enabled/default to FALSE,but still running into the below mentioned different set of related log exceptions.How to get rid of this ?
(Presence_OperatorRecord.Action) INFO Proprietary information hidden| Proprietary information hidden xxx- Publish Presence Record starts...
WARN Proprietary information hidden| Proprietary information hidden xxx - pyModifyUserPresenceAttributes: Exception occured com.pega.pegarules.pub.presence.PresenceException: Presence Service is Disabled. To enable it use prconfig setting operatorpresence/enabled=true. It needs a server restart
Please find the attachment regarding the complete error stack.
Thank you.