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Voice AI desktop app not connected

Updated on May 10, 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 CreateCIPage activity, or the InteractionNotes section, or both.

Pega Sales Automation Implementation Guide

Overrides to CreateCIPage activity

The out-of-the-box CreateCIPage activity in the PegaCRM-Work-Task-CustAct class has been updated to invoke a new activity named SAVoiceAIProps. If there are any overrides to the original CreateCIPage activity, the PegaCRM-Work-Task-CustAct class does not invoke the new activity, and the Voice AI feature does not work.

If you made an override to the CreateCIPage activity, update the activity to invoke the SAVoiceAIProps activity.

Overrides to InteractionNotes section

The out-of-the-box InteractionNotes section in the PegaCRM-Work-Task-CustAct class includes the SAVoiceAI section. If you made an override to the InteractionNotes section, the Voice AI feature does not work.

The best option in this scenario is to withdraw the override of the InteractionNotes section, and revert to the out-of-the-box version. Alternatively, you can include the SAVoiceAI section in the overridden section with the same configuration as the out-of-the-box InteractionNotes section.

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