After applying Siebel 8.1.1.8/8.2.2.1 Fix Pack some CTI Toolbar buttons do not get enabled after Siebel CTI user login (Doc ID 1553979.1)

Last updated on DECEMBER 01, 2016

Applies to:

Siebel CTI - Version 8.1.1.8 [23012] to 8.2.2.1 SIA[23012] [Release V8]
Information in this document applies to any platform.

Symptoms

Customer was using Siebel 8.1.1.4 where the Siebel CTI Toolbar is working fine, that is, after Siebel CTI user login 1st , 8th and 9th custom buttons of the CTI Toolbar get enabled and user can use them.

Now after customer upgrade to 8.1.1.8 none of these Siebel CTI Toolbar buttons got enabled after login. No changes were made in the Communications Configuration (.def) and not changes were made on the CTI Middleware version or environment.

Some other customer reported similar behavior when upgrading from 8.1.1.7 to 8.1.1.8 Fix Pack too, so the behavior change seems to be introduced in 8.1.1.8 Fix Pack.

The Communications Command associated to the button usually has several sub-commmands with more than one level and the subcommands uses FilterSpec Command Data parameters to test the CTI Driver device command status to enable or not the command.

Here are some example of Communication Command that failed after upgrade to 8.1.1.8:


[Command:CRMT_TB_External]
  SubCommand_1 = "CRM_InitiatePhonebookExternalMakeCall"
  SubCommand_2 = "CRM_InitiatePhonebookExternalTransferInit"

    [Command:CRM_InitiatePhonebookExternalMakeCall]
      DeviceCommand = "MakeCall"
      FilterSpec    = "[$GetCommandStatus(MakeCall)]='Enabled'"
      Order         = "1"
      CmdData       = "CRM_InitiatePhonebookExternalMakeCall_Data"

      [CmdData:CRM_InitiatePhonebookExternalMakeCall_Data]
         Param.PhoneNumber    = "[Work Phone #:Lookup]"

    [Command:CRM_InitiatePhonebookExternalTransferInit]
      DeviceCommand = "TransferInit"
      FilterSpec    = "[$GetCommandStatus(TransferInit)]='Enabled'"
      Order         = "2"
      CmdData       = "CRM_InitiatePhonebookExternalTransferInit_Data"

      [CmdData:CRM_InitiatePhonebookExternalTransferInit_Data]
         Param.PhoneNumber    = "[Work Phone #:Lookup]"


Changes

 The only change made on the environment was the installation of Siebel 8.1.1.8 Fix Pack. NO changes on Communications Configuration, CTI Middleware or the Switch.

Cause

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