CTI Popup Applet Is Not Displayed Correctly In OpenUI 8.1.1.14 [IP2014], HI works fine. (Doc ID 2139065.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel Communications - Version 8.1.1.14 [IP2014] and later
Information in this document applies to any platform.
When receiving incoming call, pup-up applet is displayed and you can accept the call ,not using OK/Cancel buttons. The configuration works fine in HI but in Open UI the popup is not displayed properly.

The pop-up in question is being triggered by a set of commands configured under Administration - Communication view.
One example of such command is as below:
Command Name: QueuePopUp
Command Data: QueuePopUpData
Command Parameters:
-- Device Command = @CreatePopupFrame
-- Hidden = TRUE
Command Data Parameters:
-- Param.Dimension = 245x100
-- SelectApplet = Test_ACDQueue Applet (custom applet)
-- SelectBusComp = List of Values
-- SelectBusObj = List of Values
-- SelectParam = TRUE
-- SelectQuerySpec = [Type] = 'Test_CTI_QUEUE' and [Value] = 'Voice' and [Active] = 'Y' ---> this maps to 'Voice'
-- SelectTitle = Incoming Call

The same configuration in HI returns the wanted message box while in OpenUI the message box is corrupted (no OK / Cancel button and field not populated). From our search in Oracle support we have seen a similar issue (Doc ID 1923765.1) that is marked as resolved in our version (.14).

Can you please let us know if the cases are related and if so, what we should do to fix this issue?

Symptoms

On : 8.1.1.14 [IP2014] version, CTI

ACTUAL BEHAVIOR
---------------
CTI Popup Applet is not displayed correctly in OpenUI

When receiving incoming call, pup-up applet is displayed and and you can accept the call or not using OK/Cancel buttons. The configuration works fine in HI but in Open UI the popup is not displayed properly.

The pop-up in question is being triggered by a set of commands configured under Administration - Communication view.
One example of such command is as below:
Command Name: QueuePopUp
Command Data: QueuePopUpData
Command Parameters:
  -- Device Command = @CreatePopupFrame
  -- Hidden = TRUE
Command Data Parameters:
  -- Param.Dimension = 245x100
  -- SelectApplet = VF ACDQueue Applet (custom applet)
  -- SelectBusComp = List of Values
  -- SelectBusObj = List of Values
  -- SelectParam = TRUE
  -- SelectQuerySpec = [Type] = 'VF_CTI_QUEUE' and [Value] = 'Voice' and [Active] = 'Y' ---> this maps to 'Voice'
  -- SelectTitle = Incoming Call

The same configuration in HI returns the wanted message box while in OpenUI the message box is corrupted (no OK / Cancel button and field not populated). From our search in Oracle support we have seen a similar issue (Doc ID 1923765.1) that is marked as resolved in our version (.14)

Changes

 From our tests this applet does not open up properly when used through the Command parameters for OpenUI while for HI it does. In addition, under OpenUI, we have tested the custom applet through script invocation (code provided below) and it opens correctly.

Cause

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