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CTI Screen Pop Fails For Inbound Calls Answered By Siebel CTI Toolbar (Doc ID 2720753.1)

Last updated on OCTOBER 21, 2020

Applies to:

Siebel CRM - Version 8.1 [21039] and later
Information in this document applies to any platform.

Symptoms


Siebel CTI Agent logging into Siebel and receives an inbound call. The call show up in the Siebel CTI Toolbar, but the screen pop does not occur. The Siebel CTI engine is not not searching the record and send the user to any Siebel view.

Once the call show up in the Siebel CTI Toolbar, based on information collected on the IVR or the ANI (called number) the caller information should show up in Siebel Application view.

The issue can be reproduced at will with the following steps:


1. Login a Siebel CTI user on Siebel Call Center application

2. The CTI Toolbar show up and user click on Login button on CTI Toolbar and wait for a inbound call

3. Agent receiving an inbound call, it show up in the Siebel CTI Toolbar

4. But no screen pop occurs, the user is not sent to the view with the caller information.

Changes

Setup Siebel CTI on Siebel Application with Altitude Software 3rd Party CTI Driver.

Cause

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In this Document
Symptoms
Changes
Cause
Solution


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