We have a simple screen pop CTI integration between Genesys and Pega. The agent answers the call in Genesys and then pop’s up in the pega UI.
This works fine, however - we can see that if an agent hasn’t clicked on a new tab in Pega or refreshed the page in around 30 minutes, the screen pop stops working.
The only way to get it working again is to refresh the browser page.
It looks like the websocket is going to sleep silently. Have tested with browser sleep settings turned off and still does it, so it seems to be a Pega issue.
We know there’s nothing wrong with the CTI screenpop itself as it works 100% of the time, until refreshed in some capacity.
Can someone tell me if there is a fix to this issue that our partner should be able to solve? I’ve read online about configuring it so that it sends a heartbeat to keep the websocket open.
This sounds much more like a session / websocket keepalive problem than a screen-pop logic problem. The fact that it works again after a browser refresh strongly suggests the CTI channel or subscription has gone stale after being idle, so the likely fix is on the Pega side or the integration middleware side, not in the Genesys screen-pop rule itself
Pega’s CTI/UI integration typically depends on a long-lived browser connection and those connections can go idle or get dropped by the app, proxy or load balancer after a period of inactivity.
Could you confirm if any reverse proxy / load balancer / network device sitting between the browser and Pega is not closing idle websocket connections?
Also could you confirm whether the CTI integration has a heartbeat / ping-pong keepalive mechanism enabled or configurable and also verify any proxy/load balancer idle timeout settings between the browser and Pega
A heartbeat is a very common and reasonable fix for this class of issue. WebSocket systems commonly use periodic ping/pong traffic to keep idle connections from being dropped. If Pega or the Genesys integration layer supports it, that is exactly the kind of setting to enable. Enable keepalive/heartbeat for the CTI channel then increase idle timeout settings in the browser-facing infrastructure and auto-reconnect the CTI subscription when connection is becomes stale.