Complex CTI Command With Several Subcommands In Different Hierarchical Level Cause Blank Device Command Been Sent to CTI Driver or Event Object Manager crashes. (Doc ID 2038005.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel CRM - Version 8.1.1.11.11 [IP2013] to 15.0 [IP2015] [Release V8 to V15]
Information in this document applies to any platform.

Symptoms

On : 8.1.1.11.11 [IP2013] version, CTI

Siebel CTI configuration with complex Communications Command with several levels of subcommands for Not Ready or Ready commands cause problems.

This complex hierarchical configurations causes Siebel to send a blank device command to CTI Driver. Or sometimes Siebel enter in loop and keep continuously send the device command, or after send a blank device command it crashes.

We can see below that DeviceCommand is blank who generate the error Failed on invoking driver command() at driver GenCommDrv.
OUTBOUND_AGENT1_11534365[04/21/2015 10:08:44:587]:DEBUG:End invoking InvokeCommand in Comm. Server Svc.
OUTBOUND_AGENT1_11534365[04/21/2015 10:08:44:587]:DEBUG:Being invoking InvokeCommand in Comm. Server Svc.
SComm[04/21/2015 10:08:44:587]:DEBUG:User(OUTBOUND_AGENT1_oQh) invokes method(InvokeCommand)
SComm[04/21/2015 10:08:44:587]:DEBUG:Being invoking media manager method(InvokeCommand), input args =
DriverProfileID = 1-SI5I
StringParam =
DataSet = 2#45#3#11#ReasonValue10#ReasonCode13#SiebelViewBmk26#3#14#Gone for break2#101#
DeviceCommand =
AttachContext = 0
SComm[04/21/2015 10:08:45:979]:ERROR:Failed to invoke method(InvokeCommand) at media manager, detail error = Failed on invoking driver command() at driver GenCommDrv, driver error = 3000.(SBL-CSR-00505)

OR a loop in SComm.log with commands:

SComm[04/21/2015 11:08:59:621]:DEBUG:End invoking media manager method(InvokeCommand)
OUTBOUND_AGENT1_11534389[04/21/2015 11:08:59:632]:DEBUG:End invoking InvokeCommand in Comm. Server Svc.
OUTBOUND_AGENT1_11534389[04/21/2015 11:08:59:632]:DEBUG:Being invoking InvokeCommand in Comm. Server Svc.
SComm[04/21/2015 11:08:59:635]:DEBUG:User(OUTBOUND_AGENT1_oQh) invokes method(InvokeCommand)
SComm[04/21/2015 11:08:59:635]:DEBUG:Being invoking media manager method(InvokeCommand), input args =
DriverProfileID = 1-SI5I
StringParam =
DataSet = 2#45#3#11#ReasonValue10#ReasonCode13#SiebelViewBmk26#3#14#Gone for break2#101#
DeviceCommand = NotReady
AttachContext = 0
SComm[04/21/2015 11:08:59:635]:DEBUG:Identify the driver for action, driver profile=Prof801cc77schat5, profile ID=1-SI5I, channel string=, media type=, command=NotReady, event=



The issue can be reproduced at will with the following steps:

1. Create a complex command such as bellow:

[Command:ReadyGroupInMenu]
  Description = "Ready: Communications submenu"
  Hidden = "FALSE"
  Title = "Ready"
  MenuPosition = "21"
  Profile = "Prof801cc77schat5"

[Command:ReadyGroup]
  ExecuteAll = "TRUE"
  Hidden = "TRUE"
  Description = "Ready for all channels"
  SubCommand_10 = "ReadyForGVoiceGroup"
  SubCommand_20 = "ReadyForGEmailGroup"
  SubCommand_30 = "ReadyForGChatGroup"
  SubCommand_35 = "ReadyForGVoicePushPreviewGroup"
  SubCommand_40 = "ReadyForSEmailGroup"
  Profile = "Prof801cc77schat5"

[Command:ReadyForGVoiceGroup]
  Title = "Ready For Voice Calls"
  FilterSpec = "[$GetCommandStatus(Ready)] = 'Enabled'"
  Hidden = "FALSE"
  DeviceCommand = "Ready"
  Description = "Set ready for Voice"
  Profile = "Prof801cc77schat5"
  MenuPosition = "21.1"

[Command:ReadyForGEmailGroup]
  Title = "Ready For E-mail"
  FilterSpec = "[$GetCommandStatus(@email@OpenMediaReady)] = 'Enabled'"
  Hidden = "FALSE"
  DeviceCommand = "@email@OpenMediaReady"
  Description = "Set ready for E-mail"
  Profile = "Prof801cc77schat5"
  MenuPosition = "21.2"

[Command:ReadyForGChatGroup]
  ExecuteAll = "TRUE"
  Hidden = "FALSE"
  Title = "Ready For Chat"
  SubCommand_10 = "ReadyForGChatGroupG"
  SubCommand_20 = "ReadyForGChatGroupS"
  MenuPosition = "21.3"
  Profile = "Prof801cc77schat5"

[Command:ReadyForGChatGroupG]
  FilterSpec = "[$GetCommandStatus(@chat@OpenMediaReady)] = 'Enabled'"
  DeviceCommand = "@chat@OpenMediaReady"
  Hidden = "TRUE"
  Description = "Set ready for Chat"
  Profile = "Prof801cc77schat5"

[Command:ReadyForGChatGroupS]
  FilterSpec = "[$GetCommandStatus(@SiebelChat@OpenMediaReady)] = 'Enabled'"
  DeviceCommand = "@SiebelChat@OpenMediaReady"
  Hidden = "TRUE"
  Description = "Set ready for Chat"
  Profile = "Prof801cc77schat5"

[Command:ReadyForGVoicePushPreviewGroup]
  Description = "Set ready for Push Preview"
  DeviceCommand = "@outboundpreview@OpenMediaReady"
  FilterSpec = "[$GetCommandStatus(@outboundpreview@OpenMediaReady)] = 'Enabled'"
  Hidden = "FALSE"
  MenuPosition = "21.5"
  Profile = "Prof801cc77schat5"
  Title = "Ready For Push Preview"


2. Click on CTI Toolbar Command that trigger that.

3. Command enter in loop or we can see that Device Command is blank on SComm.log


Cause

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