We are doing 7.2.2 to 8.5.3 Pega upgrade with OOTB CS FW.

We are trying to call the Pega Call OOTB Service activity - "CallCtlConnAlertingEv" with test Event XML. The request is reaching to the target user as one Testing alert message is triggered (from Pega_cti_desktopApi_PegaHttp js) and displayed in target User CSR portal. However, Pega Call Pop-up window is NOT coming in Target CSR portal.

No error found in tracer when calling the Service Activity. OOTB sections and scripts being used for Pega Call.

PFB the test Event XML: <pagedata><pySiteId>pega</pySiteId><pyAgentID>testuser</pyAgentID><pyCallId>38127554</pyCallId><pyCallType>INBOUND</pyCallType><pyApplicationData>UUI=;&Pno="+Param.PolicyNumber+"&Pc="+param.PostCode+"&Hn="+Param.HouseNumber+"&Ani="+Param.PhoneNumber+"&SAPBPid="+Param.BPId+"</pyApplicationData><pyUserIdentifier>"+Param.UserID+"</pyUserIdentifier><pyEventString>Offering</pyEventString><pyMonitorAddress>335</pyMonitorAddress><pyWorkStationId>https://abcd.edf.zz/prweb853H-GET?ChannelName=PegaCALL|ChannelParam=HIV7FCSB8NXHHZTPGUC3DSJYV0GEURDNYA</pyWorkStationId><pyClientHandle>HIV7FCSB8NXHHZTPGUC3DSJYV0GEURDNYA</pyClientHandle><pyLinkName>KCC-TST</pyLinkName><pyLinkInsHandle>CHANNELSERVICES-ADMIN-CTILINK-LOCAL-JTAPI KCC-TST</pyLinkInsHandle><pySessionId>1_KCC-TST</pySessionId> <pyVendor>AVAYA</pyVendor><pySwitchType>Jtapi</pySwitchType><pyEventConnection><pyAddress>1234</pyAddress><pyState>ALERTING</pyState></pyEventConnection><pyState>30</pyState><pyStateString>Active</pyStateString><pyANI>4</pyANI><pyDNIS>7</pyDNIS><pyEvent>353</pyEvent><pyCallingAddress>03</pyCallingAddress><pyCalledAddress>653</pyCalledAddress><pyEventTimeStamp>124561682477</pyEventTimeStamp></pagedata>

any help will be highly appreciated ...

Thanks,

Suman.