CTI Toolbar Sporadically Not Responding During Inbound Calls When Using IE Browser (Doc ID 2234395.1)

Last updated on MARCH 28, 2017

Applies to:

Siebel CRM - Version 15.16 [IP2015] and later
Information in this document applies to any platform.

Symptoms

We are observing an issue with CTI toolbar becoming unresponsive intermittently during inbound calls. When the problem happens, "Incoming Interaction" is displayed in the browser tab and Siebel CTI Toolbar does not enable the "Answer Call" button and the process is suspended with the following code highlighted in the IE (F12) browser debugging window.

"

j=new WebSocket(Q);

"SecurityError" is also displayed at the same time.
"


Following are other characteristics about the problem:
- This code appears to be related to DISA but DISA has not been enabled in this environment.
- The vanilla CommToolbarUtil.js and websocketmgr.js haven't been modified.
- The issue occurs only in Internet Explorer 11 not in Chrome.

Cause

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