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

Last updated on MARCH 02, 2017

Applies to:

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


On : SIA [23030] version, CTI

Communication Toolbar no longer loads after upgrading to Siebel Patchset 4

The Siebel Communication Toolbar no longer loads in High Interactivity after upgrading to Siebel Patchset 4. The toolbar loads correctly under our prior Siebel 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.


Communications toolbar should be loaded.

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

Due to this issue, users cannot use CTI functionality.


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