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Question

 NARESH KUMMARI (NARESHK8)
TechMahindra
Senior Engineer
TechMahindra
CA
NARESHK8 Member since 2013 4 posts
TechMahindra
Posted: Sep 20, 2019
Last activity: Sep 30, 2019
Posted: 20 Sep 2019 11:50 EDT
Last activity: 30 Sep 2019 15:20 EDT
Closed

Getting "Call failed to complete. Do you wish to hang up?" pop up

We are getting "Call failed to complete. Do you wish to hang up?" pop up message while we are using the out of the box pega softphone.

We are facing this issue randomly. We are not dialing to the softphone extension and neither softphone receiving any call but in the back end logs i could see logs generated "pyCallID" created and failing to connect. PFA logs (<pyCallId>10718</pyCallId>). Also attached the console logs taken from developer tool while we got this issue.

Attaching Screenshot and CTI logs.

***Edited by Moderator: Lochan to update platform capability tags***

***Edited by Moderator Marissa to update SR Details***

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Pega Customer Service
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Conversational Channels
Support Case Created

Posted: 5 years ago
Posted: 26 Sep 2019 3:46 EDT
Udhay Raman (ramau)
Cognizant Technology Limited
Lead Technical Architect
Cognizant Technology Limited
IN

Hi Naresh,

What is your Pega Call and Pega Customer Service version?.

 

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Posted: 5 years ago
Posted: 27 Sep 2019 9:03 EDT
NARESH KUMMARI (NARESHK8)
TechMahindra
Senior Engineer
TechMahindra
CA

Hi Rama,

Thanks for showing interest in helping on this topic.

We are using PegaCall 07.40 and Customer service version 7.40

 

Regards,

Naresh K,

 
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Posted: 5 years ago
Posted: 30 Sep 2019 6:04 EDT
Sravani Mojjada (mojjs)
PEGA
Senior Engineer, Technical Support
Pegasystems Inc.
IN

Hi Naresh,

I have gone through the CTI logs and Console logs provided. 
The issue is because you are receiving a ConnectionIniitated and ConnectionFailed event from avaya. 
which we are processing in 'pega_cti_callEventHandler ' js file at pega end. 

There is no error or any info to identify why the events are getting logged. 

You can raise an SR for detailed analysis. 

 

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Posted: 5 years ago
Posted: 30 Sep 2019 10:16 EDT
NARESH KUMMARI (NARESHK8)
TechMahindra
Senior Engineer
TechMahindra
CA

Hi Mojjs,

Thank you so much for the response.

We too have analysed and could not found any info causing this error.

I have created an SR for the same. 

 

 

Regards,

Naresh K

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Posted: 5 years ago
Posted: 30 Sep 2019 9:23 EDT
Lochana Durgada Vijayakumar (Lochan_DV)
PEGA
Senior Manager, Knowledge Management
Pegasystems Inc.
IN

Hi Naresh,

Please mention the URL of this post in case you create an SR. Also let us know the SR# back here so that we could continue tracking it until resolution.

Thank you.

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