CTI Toolbar Freeze and general performance issues (Doc ID 1916380.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel eCommunications - Version 8.1.1.5 SIA [21229] and later
Information in this document applies to any platform.

Symptoms

On : 8.1.1.5 SIA [21229] version, CTI

The customers was seeing agents face toolbar freeze problems. The Toolbar buttons became unresponsive. They also saw generic performance issues with the CTI Toolbar.

Sometimes they could log in to Siebel, however they could not login to Toolbar. The following message was displayed:

"Unable to load communications driver.Unable to create a Service object from driver GenCommDrv with channel string voice."

They also saw the following error occasionally around the time of the performance issues:

USERNAME_34603157[06/17/2014 12:23:47:360]:ERROR:Communication Agent failed on prcoessing request(InvokeCommand0, input-args={...

While we can see at the respective GenCommDrv.log the error:

12:23:47.360: [ 9652] (AsynchCommClient.cpp: 517) CAsynchCommClientConnection(3): Communication error 2002
12:23:47.360: [ 6280] ( GenCommService.cpp: 796) GenCommService(08D10DD01709421F): Is in DISCONNECTED state now. {USERNAME}
12:23:47.360: [ 6280] ( GenCommService.cpp: 113) GenCommService(08D10DD01709421F): ERROR: Request 3993 processing error: Timeout error. {USERNAME}
12:23:47.360: [ 6280] ( scapi.cpp: 405) InvokeCommand, s_handle 08D10DD0, handle 08D10DD01709421F, command InteractionDone, trackId : Failed, error 6, handling time 29953 msec, {USERNAME}

Looking through GenCommDrv logs, they also see many timeout errors.

Cause

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