CTI Timeout Failure With Message Bar and RiverBed Load Balancer (Doc ID 1990202.1)

Last updated on MARCH 02, 2017

Applies to:

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

Symptoms

On : 8.1.1.10 [23021] version, CTI

ACTUAL BEHAVIOR
---------------
Application Message Bar and CTI Toolbar should permit Session timeouts, if all timeout settings are set correctly.
However, the Session timeouts are not happening.
With agents occasionally leaving their desks, this is regarded as a requirement.
Unexpected repeats of the WaitForCmd command issued by the Toolbar are repeating in the SWSE logs, while not appearing in the Java console.

EXPECTED BEHAVIOR
-----------------------
Session Timeout should kick in once the user reached the Time out settings due to idle time.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Login to Siebel
2. Login to CTI Toolbar
3. Accept and process a phone call
4. Keep the UI idle to an hour

BUSINESS IMPACT
-----------------------
Due to this issue, session are kept open and risking integrity.

Cause

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