Citrix Siebel CTI Toolbar Greyed Out with Scomm Error 'User Has No Teleset Extension' for Hotelling in Siebel version

(Doc ID 1967541.1)

Last updated on MARCH 02, 2017

Applies to:

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


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

9xxxxxx3_10485845[01/17/2015 17:22:51]:INFO:Trust Client Hostname (
9xxxxxx3_10485845[01/17/2015 17:22:51]:INFO:Client login from IP(, Host(
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 =

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

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


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