Question
HAP
US
Last activity: 28 May 2019 1:30 EDT
Pega Call 7.4 screenpop issue
We upgraded our customer service application with pega Call from 7.2 to 7.4. After upgrade screen pops have stopped working. We traced the offering service and it shows all the same steps as we had in 7.2.
Some configurations are -
1. Syntellect CT-Connect
2. No-Plugin mode
3. Simple telephony
All the configurations like PresentAgent (No plug-in mode), CTI configurations are same in 7.2 and 7.2. But screenpops are not really working in 7.4. There is no error in log files as well. Did something change in 7.4?
***Edited by Moderator Marissa to update SR Details***
Pegasystems Inc.
GB
Do you have any customisation that is based on Pega CALL 7.2. If that is the case, you should refactor you application and ensure the specialisations are based on Pega CALL 7.4 rules.
Regards
Simon
HAP
US
Thanks for the reply. We withdrew our customizations and try to work with OOTB at the moment. however, I noticed a big change on the workstation ID -
In 7.4, seems the format of pyWorkstationID has been changed to -
@toUpperCase(@replaceAll(pxRequestor.pxReqContextURI,"prweb",""))+"H-GET?ChannelName=PegaCALL|ChannelParam="+pxRequestor.pxClientConnection
In 7.21 version it used to be simple Ex. - "HTTP://" + ScreenPopControlPort.pyWorkstation + "/" + pxRequestor.pxClientConnection
Do you know if this is a strategic movement? Would we be able to work with older format of workstation ID?
Pegasystems Inc.
US
There have been good amount of changes from 7.2 to 7.4. Pegacall moved from longpoll to websockets. I suggest you test with all OOTB and see if this works. You will need to review all your customizations and retro fit them into the 7.4 rules. I believe more of the pegacall rules have been locked down in 7.4 to help reduce the amount of custom changes which tend to introduce issues. You will need to adhere to the newer format.