CTI Toolbar Connectivity Issues - Release 8 (Doc ID 1925703.1)

Last updated on OCTOBER 03, 2016

Applies to:

Oracle Fusion Customer Center Cloud Service - Version 11.1.8.0.0 and later
Information in this document applies to any platform.

Goal

We are currently facing a few challenges with a CTI integration that we have developed for Oracle Sales Cloud.

We have successfully built a CTI integration for Asterisk Telephony system and this product has successfully been OVI certified for Sales Cloud Release 7. Our current Sales Cloud Instance is in Release 8 and we are having issues with the CTI toolbar.
As per the connector specification document when a "MakeCall" command is sent the connector events of "Agentbusy" ,"Delivered" & "Established" are to be triggered, but we do not find the events of "Delivered" & "Established" being triggered in Release 8. These events are being ignored because of which the toolbar doesn't get fully enabled. We have used the same codebase for testing.


Note that it worked at Release 7 and no more at Release 8
 

Solution

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