---
title: "Agent pop-up issue with Ozonetel Predictive Dialer"
description: "Issue: Agent pop-up not working for all users only for certain Campaigns, it continues to work fine for the older campaigns. Root cause: Multiple pop-up requests were being sent from Ozonetel and the first pop-up request did not contain Agent ..."
url: "https://supportb.kinsta.cloud/docs/agent-pop-30-8-2023/"
updated: "2023-08-30"
category: Ozonetel Issues
---

# Agent pop-up issue with Ozonetel Predictive Dialer

Issue: Agent pop-up not working for all users only for certain Campaigns, it continues to work fine for the older campaigns.

Root cause: Multiple pop-up requests were being sent from Ozonetel and the first pop-up request did not contain Agent details,
![](https://static.zohocdn.com/zoho-desk-editor/static/images/quote.png)Below are the logs for reference:

Timestamp: 08/22/23 12:22:09 PM

API: [http://contactcenter-in21.leadsquared.com/1/api/Telephony/OV2AgentPopup/215216a4ec7608906b1c52fb03c658d1ed?ucid=9722169268712981&callerID=09902691188&did=918049232862&skillName=North_bangalore_IB_team&agentUniqueID=null&dataID=1454838159&campaignID=156337&monitorUcid=9722169268712981&phoneName=&agentPhoneNumber=&type=Predictive&uui=9902691188&https://contactcenter-in21.leadsquared.com/1/api/Telephony/OV2AgentPopup/215216a4ec7608906b1c52fb03c658d1ed=09902691188&agentID=&customer=bonito_designs](http://contactcenter-in21.leadsquared.com/1/api/Telephony/OV2AgentPopup/215216a4ec7608906b1c52fb03c658d1ed?ucid=9722169268712981&callerID=09902691188&did=918049232862&skillName=North_bangalore_IB_team&agentUniqueID=null&dataID=1454838159&campaignID=156337&monitorUcid=9722169268712981&phoneName=&agentPhoneNumber=&type=Predictive&uui=9902691188&https://contactcenter-in21.leadsquared.com/1/api/Telephony/OV2AgentPopup/215216a4ec7608906b1c52fb03c658d1ed=09902691188&agentID=&customer=bonito_designs)

JSON:
{"ucid":"9722169268712981","callerID":"09902691188","did":"918049232862","skillName":"North_bangalore_IB_team","agentUniqueID":"null","dataID":"1454838159","campaignID":"156337",**"monitorUcid":"9722169268712981"**,**"phoneName":"","agentPhoneNumber":""**,"type":"Predictive","uui":"9902691188","[https://contactcenter-in21.leadsquared.com/1/api/Telephony/OV2AgentPopup/215216a4ec7608906b1c52fb03c658d1ed":"09902691188","agentID":"","customer":"bonito_designs"}](https://contactcenter-in21.leadsquared.com/1/api/Telephony/OV2AgentPopup/215216a4ec7608906b1c52fb03c658d1ed%22:%2209902691188%22,%22agentID%22:%22%22,%22customer%22:%22bonito_designs%22%7D)

Response:{"Status":"Failure","Message":"Invalid or missing Agent Information","LSQCallSessionId":"038c7476-f0a8-448c-9089-83fbda05d36d"}

In the subsequent logs, the agent details are passed with same Call session ID hence the pop-up is failing.
JSON:
{"ucid":"193272496526871411","callerID":"09902691188","did":"918049232862","skillName":"North_bangalore_IB_team","agentUniqueID":"238282","dataID":"null","campaignID":"156337",**"monitorUcid":"9722169268712981"**,**"phoneName":"**[**anupama.s@bonito.in**](mailto:anupama.s@bonito.in)**","agentPhoneNumber":"8951980573"**,"type":"Predictive","uui":"9902691188","[https://contactcenter-in21.leadsquared.com/1/api/Telephony/OV2AgentPopup/215216a4ec7608906b1c52fb03c658d1ed":"09902691188","agentID":"anupama.s@bonito.in","customer":"bonito_designs"}](https://contactcenter-in21.leadsquared.com/1/api/Telephony/OV2AgentPopup/215216a4ec7608906b1c52fb03c658d1ed%22:%2209902691188%22,%22agentID%22:%22anupama.s@bonito.in%22,%22customer%22:%22bonito_designs%22%7D)

Timestamp: 08/22/23 12:22:22 PM
Solution: Ozonetel Team should check the configuration of the campaigns to resolve the issue. For this case, the Ozonetel POC reduced the calling ratio of predictive dialer from 1:40 to 1:2.