Session Without CTI Can Incorrectly Set ToolbarCount and Cause Incorrect Display of Max Toolbar Error (Doc ID 2118046.1)

Last updated on MARCH 22, 2016

Applies to:

Siebel CRM - Version 15.0 [IP2015] to 15.8 [IP2015] [Release V15]
Siebel CRM - Version 8.1.1.14 [IP2014] and later
Information in this document applies to any platform.

Symptoms

On :  8.1.1.14 [IP2014] version, CTI

Session without CTI can incorrectly set ToolbarCount and cause incorrect display of Max Toolbar Error  

ERROR
-----------------------
SBL-CSR-00210: Communication: User has maximum Communication toolbar sessions

We notice that when running two Siebel sessions (first with CTI Toolbar enabled,second without)
such that if the second session finishes last, then it will incorrectly leave the number of active toolbars at 1.

When the user starts Siebel the next time, Siebel still thinks there is an active toolbar,
and the user has to: Reset Toolbar Count, Logout Siebel,Log in Siebel, even though they did nothing wrong.

The exact same issue was replicated in-house.

STEPS
----------

Siebel Call Center application with CTI enabled, OpenUI was used for the below test case

Browser: Chrome
Login to Session 1
CTI Toolbar is enabled

Browser: Firefox
Login to Session 2
Notice message - User has maximum Communications toolbar sessions

For Session 1,
Logout using File -> Logout

After sometime, for Session 2, change column width on any applet like Contact List Applet.
Logout using File -> Logout

Login to a new session (either using Chrome / Firefox)
CTI Toolbar is not displayed and the following message is shown 'User has maximum Communications toolbar sessions'

User now has to Reset Toolbar Count, Logout Siebel,Log in Siebel

 

 

Cause

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