CTI Toolbar Does Not Work IP2014 Upgrade - JavaConsole Error CSSInitThread.CheckAxComm: NOTOK, retry... (Doc ID 2013023.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel CTI - Version 8.1.1.14.2 [IP2014] and later
Information in this document applies to any platform.

Symptoms

In Siebel version 8.1.1.14.2 [IP2014] patchset 2

CTI does not work after upgrade from version 8.1.1.6 to 8.1.1.14
The Avaya CTI panel is visible but not active.

In the SComm log, it appears that the driver does not load in the Communication Session Manager.


ERROR
-----------------------

Javaconsole:

[05/20/2015 16:07:01:511]::CSapplet: CSSInitThread.CheckAxComm: netscape.javascript.JSException: ??????????? ???.
[05/20/2015 16:07:01:511]::CSapplet: CSSInitThread.CheckAxComm: NOTOK, retry...

Fiddler trace:

"commToolbar_sharedAIC.js not found"


STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Upgrade from 8.1.1.6 to 8.1.1.14
2. Install Avaya drivers.
3. CTI  agent logs in to Siebel
4. Observe Toolbar fail to activate

BUSINESS IMPACT
-----------------------
The issue has the following business impact: users cannot use CTI.

Cause

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