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Voice AI desktop app not connected

Updated on March 16, 2021

When you use a demo screen pop to simulate an incoming phone call, the Voice AI desktop app should go to the Connected state when the interaction is fully displayed. If this does not happen, the most likely causes are overrides to the pyDefault data transform, or the InteractionPortalRightPaneWrapper section, or both.

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Overrides to pyDefault data transform

The out-of-the-box pyDefault data transform in the PegaCA-Work-Interaction-Call class has been updated to invoke a new data transform named SetVoiceAIParameters. If you made an override to the original pyDefault data transform, the PegaCA-Work-Interaction-Call class does not invoke the new data transform, and Voice AI does not work. In this scenario, the browser console log might display the following error:

Cannot send the call-start event for incoming call to VAD as required parameters are empty

If you see this error, update the pyDefault data transform to invoke the SetVoiceAIParameters data transform.

Overrides to InteractionPortalRightPaneWrapper section

While the InteractionPortalRightPaneWrapper section is final and should not be updated, it is possible that it has been overridden. If you made an override to this section, the CSCallRightPaneWrapper section, which handles the display of Voice AI features on agent desktops, will not work as expected.

The best option in this scenario is to withdraw the override of the InteractionPortalRightPaneWrapper section, and revert to the out-of-the-box version.

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