CTI Toolbar Does Not Allow To Connect in version 15.0 - Login Icon Is Greyed Out (Doc ID 2031147.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel CRM - Version 15.0 [IP2015] and later
Information in this document applies to any platform.

Symptoms

In Siebel version:  15.0 [IP2015] using CTI

CTI toolbar does not allow to connect - login icon is greyed out  

The upgrade of Siebel Application is occurring, from current version of 8.1.1.7 to version 15.
A significant issue with CTI (Genesys 8.1) toolbar when testing with the ActiveX version for Siebel 15 is that connection via the toolbar is not allowed. The small door icon remains in grey.
By testing the same with Open UI, this working fine.
We have tested it with different version of java JRE (1.6 and 1.8) but the result is negative for both.

I have attached different log files

By comparing log files (java trace + SComm) between our current version and the upgraded version (ActiveX), I can see some differences:

Siebel version 15
------------------
Java:
[07/07/2015 14:43:08:783]::CSapplet: Push Thread STARTED: start.swe?SWECmd=WaitForCmd&SWEService=Communications+Client
[07/07/2015 14:43:08:786]::CSapplet: INFO: before start worker thread: 1
[07/07/2015 14:43:08:786]::CSapplet: Push Worker Thread STARTED: start.swe?SWECmd=WaitForCmd&SWEService=Communications+Client&refID=1
[07/07/2015 14:43:08:787]::CSapplet: sendCommand_Ax
[07/07/2015 14:43:08:895]::CSapplet: Got push command: No content
[07/07/2015 14:43:08:895]::CSapplet: FATAL: invalid response for CSSPushWorkerThread, retry times: 0
[07/07/2015 14:43:08:895]::CSapplet: FATAL: Stop push thread and disable the toolbar!
[07/07/2015 14:43:08:895]::CSapplet: disable all toolbar controls!
[07/07/2015 14:43:08:898]::CSapplet: Push Worker Thread IS GONE
[07/07/2015 14:43:08:986]::CSapplet: PUSH THREAD IS GONE

SComm:
SAOUSAM_29360166[07/07/2015 14:44:07:111]:TRACKING: Begin CSSHTMLCommClientService DoInvokeMethod ShowStatusText
SAOUSAM_29360166[07/07/2015 14:44:07:111]:DEBUG:Push message is currently off, wait(0), cache-push(0), push-msg-size(3)
SAOUSAM_29360166[07/07/2015 14:44:07:111]:TRACKING: End   CSSHTMLCommClientService DoInvokeMethod ShowStatusText 0.000298s

-----------------------------------------------------------------------------------------------------
For the current Siebel (8.1.1.7), I see that the “Got push command” has a value “” which is not the case for the version 15: “Got push command: No content”.


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

[07/07/2015 14:43:08:895]::CSapplet: FATAL: invalid response for CSSPushWorkerThread, retry times: 0
[07/07/2015 14:43:08:895]::CSapplet: FATAL: Stop push thread and disable the toolbar!



STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Upgrade to Siebl version 15.0
2. Use earlier toolbar file



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



Cause

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