Hi All,

 We are currently facing an issue for our application where one of the Pega out of the box code is throwing exception. This issue is only happening when a call is in progress and the user tries to click on the OOTB logout button to logout from CTI. 

Series of events when the exception occurs.

1. Usr log into Pega

2. Usr log into CTI

3. Customer calls in and the Usr receive the call

4. Customer hasn't disconnected the line but the User cliks on log-off

5. exception occurs.

Series of events when no exception occurs.

1. Usr log into Pega

2. Usr log into CTI

3.User cliks on log-off

5. User is able to logoff from CTI.

While debugging the issue we found out that when the user clicks on the logoff button, Pega calls series of activity rules and in our case the OOTB rule Logout ( which is in ChannelServices-Session-CTILink-Local class) is failing to call a Java function. The same function works fine for other scenarios.

We have checked the log too and the only exception which we can see in the log is "setAgentState failure".

does any know what this error is? Is it a Pega issue or some kind of configuration which needs to be done on the CTI side.

***Updated by moderator: Maryrita to add Group Tag***