Siebel OpenUI IP14 - Sometimes Chat Is Not Presenting Blinking Icon To Accept Chat & Ringing Sound (Doc ID 2046161.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel Financial Services CRM - Version 8.1.1.14.2 [IP2014] to 8.2.2.2 SIA[23016] [Release V8]
Information in this document applies to any platform.
We are using Siebel IP14 OUI client and Genesys chat functionality. Sometimes CSRs are reporting they do not have a blinking icon to accept incoming interaction and ringing sound is not playing. This started happening after we rolled over Open UI client in production. We could not reproduce this issue in Non Prod. So we have requested Prod CSRs to keep the browser console open and capture the console log when this issue has happened.

Per Browser Console Log, looks like it tried to play the sound file and blink "Accept Work Item" control/icon.

Symptoms

 Errors in Java Console:

looks like it tried to play the sound file and blink "Accept Work Item" control/icon.

[2015-07-01T21:44:53.561Z UTC]:DEBUG: commToolbarUtil.js: send a new push request: 111
[2015-07-01T21:45:00.380Z UTC]:DEBUG: commToolbarUtil.js: get push response of request 111: <command name="ShowStatusText" value="Chat request from tomi.in.europe@gmail.com" /><command name="PlaySound" value=" files/ringin.mp3" command name="BrowserOnFocus" /><command name="ClientIP" value="10.166.55.66" />

[2015-07-01T21:45:00.391Z UTC]:DEBUG: commToolbarUtil.js: send a new push request: 112
[2015-07-01T21:45:00.451Z UTC]:DEBUG: commToolbarUtil.js: get push response of request 112: <command name="ChangeValue" control="Accept Work Item" value="GenComm.GIF" /><command name="EnableControl" control="Accept Work Item" value="true";lt;command name="BlinkControl" control="Accept Work Item" value="true"
[2015-07-01T21:45:00.461Z UTC]:DEBUG: commToolbarUtil.js: send a new push request: 113
[2015-07-01T21:45:07.343Z UTC]:DEBUG: commToolbarpui.js: No active control found for current active applet!

 

Changes

 none

Cause

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms