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Automatic Change Position Not Occurring On CTI Screen Pop When Using Genesys Driver (Doc ID 2434883.1)

Last updated on AUGUST 13, 2018

Applies to:

Siebel CTI - Version 8.1.1.14.16 [IP2014] and later
Information in this document applies to any platform.
We are on siebel version IP 2014 ps 16 . We have both Genesys and Avaya CTI integration with Siebel to support different regions/ user base.

In case of Avaya, On Inbound call, we see clear message on the toolbar that user's position has been switched to enable the screenpop.

But in case of Genesys, though the screenpop occurs as the agent has access to the record via multiple positions, the Active Position is not changing. This is causing issues with access / drilldown and user is not able to see proper data as current active position still remains Primary.

If you can prove more details on how the position switch happens in case of Avaya and not in case of Genesys.

Symptoms


Customer is using 2 different middlewares:

In case of Avaya, On Inbound call, we see clear message on the toolbar that user's position has been switched to enable the screenpop.

But in case of Genesys, though the screenpop occurs as the agent has access to the record via multiple positions, the Active Position is not changing. This is causing issues with access / drilldown and user is not able to see proper data as current active position still remains Primary.


Changes

 

Cause

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