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CTI LiveWindow Not Visible (Doc ID 2798088.1)

Last updated on AUGUST 23, 2021

Applies to:

Oracle Fusion CX Sales Cloud Service - Version 11.13.21.04.0 and later
Information in this document applies to any platform.

Symptoms

 Customer is configuring LiveWindow for CTI toolbar. They have done the following changes as per the documentation.

1) Task - Manage Media Toolbar Configuration
a)Added the toolbar for LiveWindow
b)Added another toolbar for Horizontal/Vertical toolbar

2) Manage Administrator Profile Values
a)SVC_PARTNER_MEDIA_TOOLBAR_ENABLED -- Change Site level to Yes

3) Manage MCA Profile Options
a)SVC_MCA_ENABLE_LIVE_WINDOW -- Set to Yes
b)SVC_MCA_RECORD_ACTIVITIES_YN -- Change Site level to Yes
c)SVC_MCA_SHOW_CONTACT_ON_WRAP_UP -- Add Site Level and set to Yes

4) Ensure that the user is assigned the privilege Access Partner Media Toolbar
(SVC_ACCESS_PARTNER_MEDIA_TOOLBAR_PRIV)

They could not do the following changes
SVC_MCA_LIVE_WINDOW_PROPS - Unable to add any values here. Add button is ReadOnly

They are not able to see the LiveWindow toolbar. We are able to see the Horizontal/Vertical toolbar.

Cause

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In this Document
Symptoms
Cause
Solution


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