Siebel CTI Toolbar stop working after click on Login button using CCA Virtual CTI driver (Doc ID 1616600.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel Financial Services CRM - Version 8.0.0.13 SIA [20448] to 8.2.2.4 SIA [23030] [Release V8]
Information in this document applies to any platform.

Symptoms

Siebel CTI user that login to Siebel Application is not able to work with it properly. Basically the user login to Siebel, Siebel CTI Toolbar gets enable. User is able to click on Login button and after that the CTI Toolbar does not show the user logged as expected.

Siebel CTI Toolbar is integrated with Contact Center Anywhere, and after the user click on Login button they can see the user logged in CCA Supervisor system. Also the use can login using CCA Interaction Manager without problem and handle call properly.

There are no recently changes on Siebel environment and before Siebel CTI Toolbar shows the user logged with messages indicating that user is logged and disable Login button and enabled Logout button.

The issue can be reproduced at will with the following steps:

1) Siebel CTI User login to Siebel Application

2) Siebel CTI Toolbar get enabled and Login button get enabled.

3) User click on Login button they see the message "Try to login from xxxx" on Application Message Bar as expected.

4) After that the Logout button does not get enabled as expected and they do not get usual message that the user is logged and the number been used.

5) CCA Supervisos can see the user logged on CCA Supervisor tool.

This is severe impacting the Call Center operation since no user are not able to use Siebel CTI Toolbar to handle calls.

In tw_xxxxx.log the following error could be observe:

01/22/2014 07:18:14:756]:INFO:Opening ADMIN Application Session succeed!
[01/22/2014 07:18:14:756]:INFO:Starting GetAllMsgFunc Thread succeed!
[01/22/2014 07:18:14:756]:INFO:Starting ParseSOAPFunc Thread succeed!
[01/22/2014 07:18:14:756]:DEBUG:Starting GetAllMsgFunc Thread
[01/22/2014 07:18:14:756]:INFO:Starting ProcessEventFunc Thread succeed!
[01/22/2014 07:18:14:756]:INFO:Driver initialization succeed!
[01/22/2014 07:18:14:756]:DEBUG:Starting ProcessEventFunc Thread
[01/22/2014 07:18:14:756]:DEBUG:Begin: ProcessEventFunc
[01/22/2014 07:18:14:756]:DEBUG:End: ProcessEventFunc
[01/22/2014 07:18:14:756]:DEBUG:Starting ParseSOAPFunc Thread
[01/22/2014 07:18:14:756]:INFO:Add driver instance into driver list.
[01/22/2014 07:18:14:756]:INFO:Driver increases reference, count=1
[01/22/2014 07:18:14:756]:INFO:Add new service into service list.
[01/22/2014 07:18:15:756]:ERROR:ParseSOAPFunc: CCA Error! Unknown
[01/22/2014 07:18:15:756]:DEBUG:ParseSOAPFunc : Failed count=1
[01/22/2014 07:18:16:771]:ERROR:ParseSOAPFunc: CCA Error! Unknown
[01/22/2014 07:18:16:771]:DEBUG:ParseSOAPFunc : Failed count=2

...

In tw-soap-xxxx.log – checking the first error at 18:15:756 in soap log we can see CCA return resultCode = -2010 for getAllMessages method:

[01/22/2014 07:18:15:756]:DEBUG:CSSTAWMsgProviderProxy::getAllMessagesBegin
[01/22/2014 07:18:15:756]:DEBUG:iCustomId = 916002bResend = 0iCompanyId = 101iMaxNbMessages = 50
[01/22/2014 07:18:15:756]:DEBUG:Proxy: Disabled.
[01/22/2014 07:18:15:756]:DEBUG:
********** Start of SOAP request for getAllMessages *********
<soap:Envelope xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/" xmlns:soapenc="http://schemas.xmlsoap.org/soap/encoding/" xmlns:tns="http://www.themindelectric.com/wsdl/SessionImp/" xmlns:types="http://www.themindelectric.com/wsdl/SessionImp/encodedTypes" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <soap:Body soap:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/"><q1:getAllMessages xmlns:q1="x"><customId xsi:type="xsd:int">916002</customId><companyId xsi:type="xsd:int">101</companyId><sSessionId xsi:type="xsd:string">90292383ca0d4ce01f33be4ad1f8f8b7342a45f6f81a06fd40142ab0f04a49a4</sSessionId> <resend xsi:type="xsd:boolean">false</resend><maxNbMessages xsi:type="xsd:int">50</maxNbMessages></q1:getAllMessages></soap:Body></soap:Envelope>
********** End of SOAP request for getAllMessages *********
[01/22/2014 07:18:15:756]:DEBUG:Soap action for Winhttp OpenRequest : BEGIN - getAllMessages
[01/22/2014 07:18:15:756]:DEBUG:Soap action for Winhttp OpenRequest : END - getAllMessages
[01/22/2014 07:18:15:756]:DEBUG:Content-Type: text/xml; charset=utf-8
Content-Length:816
SOAPAction: "getAllMessages"
[01/22/2014 07:18:15:756]:DEBUG:Soap action for Winhttp SendRequest : BEGIN - getAllMessages
[01/22/2014 07:18:15:756]:DEBUG:Soap action for Winhttp SendRequest : END - getAllMessages
[01/22/2014 07:18:15:756]:DEBUG:Soap action for Winhttp httpFile-Read : BEGIN - getAllMessages
[01/22/2014 07:18:15:756]:DEBUG:Soap action for Winhttp httpFile-Read : END - getAllMessages
[01/22/2014 07:18:15:756]:DEBUG:
********** START OF SERVER HEADER RESPONSE *********
HTTP/1.1 200 OK
Date: Wed, 22 Jan 2014 13:18:15 GMT
Server: TME-GLUE/5.0.2
Content-Length: 724
Content-Type: text/xml; charset=UTF-8
X-Powered-By: Servlet/2.5 JSP/2.1
********** END OF SERVER HEADER RESPONSE *********
[01/22/2014 07:18:15:756]:DEBUG:Cookie Data:
[01/22/2014 07:18:15:756]:DEBUG:
********** Start of SOAP response for getAllMessages *********
<?xml version='1.0' encoding='UTF-8'?>
<soap:Envelope xmlns:soap='http://schemas.xmlsoap.org/soap/envelope/' xmlns:n1='http://www.themindelectric.com/package/com.taw.cca.messageprovider/' xmlns:xsi='http://www.w3.org/2001/XMLSchema-instance' xmlns:n3='http://www.themindelectric.com/package/com.taw.cca.common/' xmlns:xsd='http://www.w3.org/2001/XMLSchema'><soap:Body soap:encodingStyle='http://schemas.xmlsoap.org/soap/encoding/'><n:getAllMessagesResponse xmlns:n='x'><Result xsi:type='n1:GetAllMessagesResult'><allMessages xsi:nil='1'></allMessages><serviceResult xsi:type='n3:ServiceResult'><resultCode xsi:type='xsd:int'>-2010</resultCode></serviceResult></Result></n:getAllMessagesResponse></soap:Body></soap:Envelope>
********** End of SOAP response for getAllMessages *********
[01/22/2014 07:18:15:756]:DEBUG:CSSTAWMsgProviderProxy::getAllMessagesBegin Send() successful
[01/22/2014 07:18:15:756]:DEBUG:CSSTAWMsgProviderProxy::GetAllMessagesEnd
[01/22/2014 07:18:15:756]:DEBUG:CSSTAWParser::CSSTAWParser()
[01/22/2014 07:18:15:756]:DEBUG:Calling function for : serviceResult.resultCode


Changes

 User configuration change in CCA Administration Manager for the user used by Virtual CTI driver.

Cause

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