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CTI Command Doesn't Change Status (Doc ID 2453239.1)

Last updated on OCTOBER 29, 2019

Applies to:

Siebel CRM - Version 15.15 [IP2015] and later
Information in this document applies to any platform.

Symptoms

On : 15.15 [IP2015] version, CTI

ACTUAL BEHAVIOR
---------------
CTI Command doesn't change status



Customer use Genesys driver (8.0.300.22 version) and work with outboundpreview channel. They need to start preview mode by sending command «PreviewDialingModeStart», and we can see from logs that this command is activated by driver properly (set it to status 16), but from siebel side this command is still not active — not on toolbar, nor during manual execution through business service.

It is suspicious that we don't see a line like «DEBUG:Setting command(LogIn) status(16) and description(Log in agent)» referenced to activating this command in SComm log, but we can see such line for deactivating command after logout:

AROMANETS_79691786[09/24/2018 11:02:45:147]:DEBUG:Setting command(PreviewDialingModeStart) status(18) and description(Preview Dialing Mode Start)

Customer discussed with Genesys support about this problem and they have assured us that it's not CTI server, nor driver problem, so customer is asking for our help now



EXPECTED BEHAVIOR
-----------------------
CTI command should be active

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Create a new custom button on the CTI toolbar
2. Associate this button with «PreviewDialingModeStart» command
3. Notice the command is not active



Cause

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In this Document
Symptoms
Cause
Solution


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