Posted: 7 Feb 2019 10:37 EST 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***
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.