CTI Screen Transfer Fails When the View Has A Virtual Business Component Record. Siebel CTI User Answering The Transfer Call See Error (SBL-EAI-04369) (Doc ID 1166656.1)

Last updated on MAY 24, 2017

Applies to:

Siebel CTI - Version 6.0.2.5 [2864] to 16.9 [IP2016] [Release V6 to V16]
Information in this document applies to any platform.

Symptoms

Siebel CTI users are having problems when user wants to do a call transfer (consultative or blind) or conference functionality with another Siebel CTI user it is expected the the Siebel View bee transferred too with the context of the transfer originator.

This functionality  has been achieve using the standard Siebel CTI View Bookmark functionality to enable to transfer the call and the view where the agent is positioned. The functionality is working as expected most of the time, but it fails for example when the transfer is initiated from a custom view “Disposition and Search - Customer”. This view is based on a Virtual Business Component (VBC), once the transfer is accepted the following error is display in the application: "The external source for this BusComp does not support the field 'Id'. Please notify your system administrator.(SBL-EAI-04369)"

Steps to reproduce it:

1.- Siebel CTI User logins to Siebel

2.- CTI User Logins to the Siebel Communication Toolbar

3.- User Receives a call, and the Screenpop is executed navigating to the Disposition And Search – Customer view (Custom View with a Virtual Business Component)

4.- User start a Consultative Transfer to another Siebel CTI user

5.- Once the other Siebel CTI user answers the consultative transfer, the error message is display in the Siebel application: The external source for this BusComp does not support the field 'Id'. Please notify your system administrator.(SBL-EAI-04369) or ((SBL-DAT-00252: An error has occurred finding your prior place in the system. Please try a new query.)

This behavior is working fine if the agent is on any other view of the application that does not use a VBC.

 

Cause

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