CTI OpenUI Error in Popup Applet (Doc ID 1923765.1)

Last updated on JULY 01, 2016

Applies to:

Siebel CRM - Version 8.1.1.10 [23021] and later
Information in this document applies to any platform.

Symptoms

On Siebel CTI Open UI versions  8.1.1.10 and 8.1.1.11

ACTUAL BEHAVIOR  
---------------
An agent answers and inbound call and then invokes Consultative Transfer which opens a pop-up applet containing Pick-List.
In Open UI application, the pop-up applet is not rendered properly, the drop-down for the Pick-list is not shown and the OK button is also missing
However the same applet is rendered fine when agent transfers a call using the HI application.


EXPECTED BEHAVIOR
-----------------------
Pop-up applet should be rendered properly on Open UI with the Pick-List drop-down and the OK button allowing the agent to select the Transfer Reason

STEPS
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The issue can be reproduced at will with the following steps:
1. Configure pop-up applet containing Pick-List and modify your CTI configuration such that this pop-up applet is invoked for Consultative Transfer
2. Answer an incoming call
3. Do a Consultative Transfer
4. For Open UI , the Pop-up applet is not rendered completely (the drop-down for the Pick-list is not shown and the OK button is also missing)
5.For HI , the Pop-up applet is rendered as expected.

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot transfer call as they are not able to select a Transfer Reason / Transfer Destination as the Pick List is not shown on the Pop-up applet.

Cause

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