CTI Toolbar Does Not Load and CommSessionMgr Component Crash With Voxtron Custom CTI Driver (Doc ID 2123885.1)

Last updated on APRIL 05, 2016

Applies to:

Siebel CTI - Version 8.1.1.14.14 [IP2014] and later
Information in this document applies to any platform.

Symptoms

CommSessionMgr component crashes and CTI Toolbar does not load when login a Siebel CTI user with Voxtron custom CTI Driver.


For this particular case, the customer had a problem with the Siebel CTI Toolbar: after enabling the CTI Toolbar, they got an AOM crash every time a CTI enabled user logged in (approx. 30 seconds after login).

The customer is using a third party developed CTI Driver (Voxtron).
Every crash creates a core dump, callstack.txt and a FDR file.
According to the FDR file the crash happens while invoking methods of the Business Service "Communications Client":
CacheCommandInformation
GetWorkItemTextList

When a Siebel user who is configured as an agent logs into the application, everything looks fine. But after 20 to 30 seconds, the symbol color of the communication panel symbol turns red, the session crashes and the login screen is shown in the browser.

CRASH details:

callstack_35328.txt

FileComment
-----------------
ROCESS 35328 CRASHED AFTER RECEIVING SIGNAL 11 IN THREAD 1909459824!!!
Current Time: 03/03/2016 10:43:19.559

Called from:
/opt/oracle/siebel/8.1.1.0.0/ses/siebsrvr/lib/libsslcosd.so(+0x7185)[0x55903185]
/opt/oracle/siebel/8.1.1.0.0/ses/siebsrvr/lib/libsslcosd.so(+0x797e)[0x5590397e]
[0x55555410]
/opt/oracle/siebel/8.1.1.0.0/ses/siebsrvr/lib/libsslcshar.so(_ZN8SSstringaSERKS_+0x1c)[0x556edaac]
/opt/oracle/siebel/8.1.1.0.0/ses/siebsrvr/lib/libsscmclnt.so(_ZN11CmdCacheMap23CacheCommandInformationERK14CSSStringArrayS2_RK11CDWordArray+0x250)[0x6edd8940]
/opt/oracle/siebel/8.1.1.0.0/ses/siebsrvr/lib/libsscmclnt.so(_ZN13CmdCacheStore23CacheCommandInformationERK8SSstringRK14CSSStringArrayS5_RK11CDWordArray+0x13d)[0x6edd8d2d]
/opt/oracle/siebel/8.1.1.0.0/ses/siebsrvr/lib/libsscmclnt.so(_ZN24CSSHTMLCommClientService23CacheCommandInformationERK14CCFPropertySetRS0_+0x197)[0x6ee07e17]
/opt/oracle/siebel/8.1.1.0.0/ses/siebsrvr/lib/libsscmclnt.so(_ZN24CSSHTMLCommClientService14DoInvokeMethodEPKDsRK14CCFPropertySetRS2_+0x671)[0x6ee0f6b1]
/opt/oracle/siebel/8.1.1.0.0/ses/siebsrvr/lib/libsscfom.so(_ZN10CSSService12InvokeMethodEPKDsRK14CCFPropertySetRS2_+0x514)[0x59e61ce4]
/opt/oracle/siebel/8.1.1.0.0/ses/siebsrvr/lib/libsstcsiom.so(_ZN14CSSSIOMSession19ModInvokeSrvcMethodEPKDsS1_S1_R8SSstring+0x1f4)[0x58aa0c34]
/opt/oracle/siebel/8.1.1.0.0/ses/siebsrvr/lib/libsstcsiom.so(_ZN14CSSSIOMSession12RPCMiscModelE12SISOMRPCCode12SISOMArgTypemP18CSSSISOMRPCArgListS3_RiPv+0x167c)[0x58aa609c]
/opt/oracle/siebel/8.1.1.0.0/ses/siebsrvr/lib/libsstcsiom.so(_ZN14CSSSIOMSession9HandleRPCE12SISOMRPCCode12SISOMArgTypemP18CSSSISOMRPCArgListS3_RiPv+0x418)[0x58aab6d8]
/opt/oracle/siebel/8.1.1.0.0/ses/siebsrvr/lib/libsssasos.so(_ZN9CSSClient11HandleOMRPCEP12CSSClientReq+0xb4)[0x586f59f4]
/opt/oracle/siebel/8.1.1.0.0/ses/siebsrvr/lib/libsssasos.so(_ZN9CSSClient13HandleRequestEP12CSSClientReq+0xda)[0x586f41ca]
/opt/oracle/siebel/8.1.1.0.0/ses/siebsrvr/lib/libsssasos.so(+0x7ca5)[0x586eaca5]
/opt/oracle/siebel/8.1.1.0.0/ses/siebsrvr/lib/libsssasos.so(_ZN11SOMMTServer16SessionHandleMsgEP9smiSisReq+0x150)[0x586eb050]
siebmtshmw(_ZN13smiMainThread20CompSessionHandleMsgEP9smiSisReq+0x55)[0x806af85]
siebmtshmw(_ZN12_smiMessageQ14ProcessMessageEP12_smiMsgQItemli+0x500)[0x808c8b0]
siebmtshmw(_ZN12_smiMessageQ14ProcessRequestEPvS0_RS0_+0x1c4)[0x8092704]
siebmtshmw(_ZN13_smiWorkQueue15ProcessWorkItemEPvS0_RS0_+0xc8)[0x807cf08]
siebmtshmw(_ZN13_smiWorkQueue10WorkerTaskEPv+0x311)[0x8081851]
siebmtshmw(_Z16SmiThrdEntryFuncPv+0x729)[0x806f819]
/opt/oracle/siebel/8.1.1.0.0/ses/siebsrvr/lib/libsslcosd.so(+0x13ed1)[0x5590fed1]
/opt/oracle/siebel/8.1.1.0.0/ses/siebsrvr/lib/libsslcwsl.so(+0x225f)[0x5555925f]
/opt/oracle/siebel/8.1.1.0.0/ses/siebsrvr/mw/lib/libmfc400su.so(_Z15_AfxThreadEntryPv+0xaf)[0x55d5fb2f]
/opt/oracle/siebel/8.1.1.0.0/ses/siebsrvr/mw/lib/libkernel32.so(_Z8MwThreadPv+0x136)[0x56ae6e16]
/lib/libpthread.so.0(+0x6b69)[0x56d3bb69]
/lib/libc.so.6(clone+0x5e)[0x66bc9e]


The issue can be reproduced at will with the following steps:
1. Install CTI Driver (Voxtron);
2. Login to Siebel and CTI Toolbar.
3. After some minutes the button are not enabled and CommSessionMgr crashed.

Cause

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