Siebel CTI Toolbar on AVAYA Attempt to Login an Agent who is Already Logged In

(Doc ID 1617276.1)

Last updated on AUGUST 07, 2015

Applies to:

Siebel CTI - Version 7.8.2.16 SIA [19255] and later
Information in this document applies to any platform.
Hi this is from working siebel prod env.

siebel prod with avaya telephony was working as expected until yesterday.
today when agent clicks on login button of siebel softphone it logs agent into avaya switch but it doesn't show the same on Siebel screen.
then agent clicks again as login button is still enabled. after clicking for second time he gets "agent is already logged in" error message on siebel screen.

the avaya switch state and siebel screen display are not in synch.

Symptoms

The actual issue is - Siebel is not able to update the status sent by switch on the first occasion and that is why users are again clicking on login button (2nd time) and as a consequence get the  following error
Error = ERROR: CTI Login - Attempt to Login an Agent who is Already Logged In (1)

Looking at the Scomm log attached the only problem I see this error is coming from the driver dll:

MIKESDL_108122[01/24/2014 08:57:08:118]:DEBUG:Start processing async SRM event for user MIKESDL, key = 1810|52e29adc|0, method = PostSCMessage, message =
Method = PostSCMessage
Child property set, type =  {
...
Error = ERROR: CTI Login - Attempt to Login an Agent who is Already Logged In (1).
Error = ERROR: CTI Login - Attempt to Login an Agent who is Already Logged In (1).

the console log shows the same error:

[01/24/2014 14:46:11:334]::CSapplet: Got push command: <command name="ShowErrorStatusText" value="ERROR: CTI Login - Attempt to Login an Agent who is Already Logged In (1)." /><command name="ClientIP" value="xxx.yy.zz.www" />
[01/24/2014 14:46:11:349]::CSapplet: CSSPushWorkerThread<2>: notification sent



Changes

 none

Cause

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms