Delay In Update and UI Refresh of EventLog Activity (Doc ID 1933202.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel CRM - Version 8.2.2.4.9 [IP2013] and later
Information in this document applies to any platform.

Symptoms

On : 8.2.2.4.9 [IP2013] version, CTI

ACTUAL BEHAVIOR
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The customer is observing delay in UI refresh during a transfer scenario. Following are the steps that lead to the issue:

1. Agent 1 receives an inbound call and an inbound activity is automatically created by Siebel via event log.
2. Agent 1 initiates a transfer the call to Agent 2 including Siebel View Bookmark while the activity created in Step 1 is displayed. (AttachContext = TRUE)
3. Agent 2 answers the call transfer. Siebel client at Agent 2 renders the same view as Siebel client at Agent 1 using the bookmark attached to the call. (UseCtxData = TRUE)
4. Agent 1 completes the call transfer. At this time, Siebel updates the activity owner to Agent 2 and refreshes the UI. (Display = TRUE)

While Siebel processes Step 4, there is a delay of about 30 seconds in the UI. This delay can be observed only in Open UI, not in HI UI in 8.2.2.4.9.

Cause

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