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Business Service Communications Session Manager Method GetAgentExtension Return No Value Intermittently (Doc ID 2649578.1)

Last updated on MARCH 17, 2020

Applies to:

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


Customer developed a integration with a external system using an Outbound Web Services to the external system to pass some information such as the Siebel User's extension. There is a workflow that is trigger who execute the BS "Communications Session Manager" method "GetAgentExtension" and than build the outbound web services request.

The integration works fine in Test environment, but in Production users found that sporadically the BS method returns no extension. The the BS "Communications Session Manager" method "GetAgentExtension" should always return the Siebel User's extension.

The issue can NOT reproduced at will and only happens intermittent on Production environment.




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