Communication Toolbar No Longer Loads After Upgrading To Siebel 8.1.1.11 Patchset 4 (Doc ID 1640104.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel CRM - Version 8.1.1.11 SIA [23030] and later
Information in this document applies to any platform.

Symptoms

On : 8.1.1.11 SIA [23030] version, CTI

ACTUAL BEHAVIOR
---------------
Communication Toolbar no longer loads after upgrading to Siebel 8.1.1.11 Patchset 4

The Siebel Communication Toolbar no longer loads in High Interactivity after upgrading to Siebel 8.1.1.11 Patchset 4. The toolbar loads correctly under our prior Siebel 8.1.1.7 version. Communication Server session initialization begins, but ShellUIInit is never invoked in the user sessions.

 

The following have been observed in the SComm log files:

--- After successful download of the CTI configuration:
 
FRNG_17825859[03/20/2014 22:12:17]:DEBUG:End invoking InitConfig in Comm. Server Svc.
FRNG_17825859[03/20/2014 22:12:17]:DEBUG:Successfully download configuration data for FRNG

--- There were many calls to Chat UI Business Services

FRNG_17825859[03/20/2014 22:12:19]:DEBUG:Chat UI Business Service: IsChatEnabled: Exiting function...
FRNG_17825859[03/20/2014 22:12:19]:DEBUG:Chat UI Business Service: DoInvokeMethod2: Exiting function...

--- Immediately followed by an application exit ----

FRNG_17825859[03/20/2014 22:31:24]:DEBUG:Begin invoking ShellUIExit in Comm. Client Svc.

-- There was no further information logged in the Scomm log file.

 

EXPECTED BEHAVIOR
-----------------------
Communications toolbar should be loaded.

STEPS
-----------------------
Log into Siebel application as CTI agent.
Actual result: CTI toolbar does not get loaded.

BUSINESS IMPACT
-----------------------
Due to this issue, users cannot use CTI functionality.

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