Citrix Siebel CTI Toolbar Greyed Out with Scomm Error 'User Has No Teleset Extension' for Hotelling in Siebel version 8.1.1.10 (Doc ID 1967541.1)

Last updated on MARCH 02, 2017

Applies to:

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

Symptoms

On : 8.1.1.10 [23021] version, when attempting to use CTI Hoteling feature in Citrix the following error occurs:

ERROR
-----------------------
9xxxxxx3_10485845[01/17/2015 17:22:51]:INFO:Trust Client Hostname (127.0.0.1)
9xxxxxx3_10485845[01/17/2015 17:22:51]:INFO:Client login from IP(127.0.0.1), Host(127.0.0.1)
9xxxxxx3_10485845[01/17/2015 17:22:51]:DEBUG:Being invoking ClientConnect in Comm. Server Svc.
9xxxxxx3_10485845[01/17/2015 17:22:51]:DEBUG:Client is connected with task ID(10485845), userKey(xxxxxxxxxxxx)
9xxxxxx3_10485845[01/17/2015 17:22:51]:DEBUG:About to connect to Server Request Broker at GateWay(xxxxxxxxxxxxx:xxxxx), Enterprise(CL_xxxxxxx), Server(xxxxxxxxxxxx) with user(9xxxxxx3), rowId(1-H90JIX), key(xxxxxxxxxxxx)
9xxxxxx3_10485845[01/17/2015 17:22:51]:DEBUG:Connected to GateWay(xxxxxxxxxxxxx:xxxxx), Enterprise(CL_xxxxxxx), Server(xxxxxxxxxxxx), Component(CommSessionMgr)
9xxxxxx3_10485845[01/17/2015 17:22:51]:ERROR:Failed on invoking ClientConnect in Comm. Server Svc., err=7536954, msg=Communication: User '9xxxxxx3' has no teleset extension.(SBL-CSR-00314), input= ClientHost = 127.0.0.1


STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Launch Siebel
2. Configure CTI
3. Make an outbound call

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot use CTI functionality

Cause

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