OpenUI CTI: An Agent Session Hangs After Popup Applet Originated By CTI Toolbar Is Shown. (Doc ID 1916733.1)

Last updated on MARCH 02, 2017

Applies to:

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

Symptoms

In Siebel version 8.1.1.11 in OpenUI application closing a popup applet off the CTI Toolbar will cause future screen pop navigation attempts to hang.
This effectively blocks CTI functionality.

1. Press NotReady toolbar button which triggers popup applet (particularly, to select a reason code for making not ready).
2. Cancel operation - press the Cancel button of the opened popup. My assumption that cancelling applet is a key point now.
3. Make call to direct phone number. There should be OpenView operation configured in CTI configuration for "EventEstablished" (event triggered when call is established) event handler. Answer the call.
Expected result: configured view should be opened.
Actual result: agent session hangs.

Cause

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