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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September 26, 2019 - 3:46am

Hi Naresh,

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


September 27, 2019 - 9:03am
Response to ramau

Hi Rama,

Thanks for showing interest in helping on this topic.

We are using PegaCall 07.40 and Customer service version 7.40



Naresh K,


September 30, 2019 - 6:04am
Response to NARESHK8

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. 


September 30, 2019 - 10:16am
Response to mojjs

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. 




Naresh K

September 30, 2019 - 9:23am

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.

Lochana | Community Moderator | Pegasystems Inc.

September 30, 2019 - 10:14am
Response to Lochan_DV

Hi Lochan, I have creatde SR for the same .

SR-D49842 has been created.



Naresh K