Open UI: Persistent Customer Dashboard Update Not Working with CTI When Invoked Using Browser Script (Doc ID 2074578.1)

Last updated on SEPTEMBER 06, 2017

Applies to:

Siebel CRM - Version 8.1.1.14 [IP2014] to 8.1.1.14.11 [IP2014] [Release V8]
Siebel CRM - Version 8.2.2.4.14 [IP2013] to 8.2.2.14.11 [IP2014] [Release V8]
Siebel CRM - Version 15.0 [IP2015] to 15.5 [IP2015] [Release V15]
Information in this document applies to any platform.

Symptoms

ACTUAL BEHAVIOR
Persistent Customer Dashboard update not working for Open UI when invoked from CTI through browser script, but working from HI



STEPS
The issue can be reproduced at will with the following steps:
1. Login as CTI agent to CallCenter application (Open UI)
2. Open Communication Panel
3. Accept incoming call
4. Screen-pop happens fine, but Persistent Customer Dashboard is blank.
The same feature works fine for HI.


Changes

 The following configuration was used :

[EventHandler:VoiceAccepted]
Comments = "Voice"
DeviceEvent = "EventVoiceWorkStarted"
Response = "VoiceAccepted"
Order = "8"

[EventResponse:VoiceAccepted]
OpenView = "SIS OM Customer Account Portal View"
Comments = "Voice"

Dashboard update is triggered from the following browser script on SIS Account Entry Applet.

 

Cause

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