Question
Deutsche Telekom Services Europe SE
DE
Last activity: 17 Oct 2018 3:45 EDT
Multiple Interaction Case creation In Simple telephony
In SImple Telephony - Multiple interaction cases are created automatically.
Ready status in Softphone.
***Edited by Moderator Marissa to update SR Details***
Accepted Solution
Pegasystems Inc.
IN
Hi Shiv,
As i mentioned in the earlier post the issue is with PegaCallScreenPopRequest (js) is getting handled multiple times not in your auto start interaction.
Your display pop up option might not be working correctly but in case of display pop up every pop-up over writes previous one so it might have made you think its working correctly.
Issue is there could be some customizations in the header like refresh which is causing PegaCallScreenPopRequest registering multiple times or could be in any other place.
Please check with OOTB header if its working properly please check your customizations once.
Pegasystems Inc.
IN
Hi All,
Every thing looks good Except for PegaCallScreenPopRequest is getting handled multiple times (possibly due to some customizations).
In the call treatment i think customer has configured to auto start the interaction .
Because of above mentioned call treatment and the customer js issue multiple interactions are getting created.
Need js debugging in customer environment to further identify the root cause.
Thanks and Regards,
K.Phani kiran.
Deutsche Telekom Services Europe SE
DE
Hi Phani,
Yes, we have configured autostart in call treatment rule. But the problem is "its working fine with Display Popup option, while multiple case are created for auto start option. Biggest issue is that multiple interaction cases are not constant. (It varies between 2-6 interaction case.
Regards,
Shiv
Accepted Solution
Pegasystems Inc.
IN
Hi Shiv,
As i mentioned in the earlier post the issue is with PegaCallScreenPopRequest (js) is getting handled multiple times not in your auto start interaction.
Your display pop up option might not be working correctly but in case of display pop up every pop-up over writes previous one so it might have made you think its working correctly.
Issue is there could be some customizations in the header like refresh which is causing PegaCallScreenPopRequest registering multiple times or could be in any other place.
Please check with OOTB header if its working properly please check your customizations once.
Deutsche Telekom Services Europe SE
DE
Hi Phani,
We have not customized these rule related PegaCallScreenPopRequest . We are still using OOTB rule.
Regards,
Shiv
Updated: 16 Oct 2018 6:18 EDT
Deutsche Telekom Services Europe SE
DE
Hi Phani,
We would like to connect with you through webex session?
Please let me know your conveninet time.
Related Support Case Number:
Regards,
Shiv
<message edited by moderator to remove personal information>