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Siebel Communication Toolbar Icon Disabled After Upgrade to Siebel CRM 20.x from 8.2.x High Interactivity Mode (Doc ID 2721658.1)

Last updated on OCTOBER 21, 2020

Applies to:

Siebel CRM - Version 20.8 and later
Information in this document applies to any platform.

Symptoms

After CTI toolbar is loaded, the user cannot select the log in button, all the Siebel CTI Toolbar button are disabled.

The issue can be reproduced at will with the following steps:
1. Log in to the Application using a Siebel CTI user

2. The Siebel CTI Toolbar show up on top of the Siebel Application (there are customization to keep the CTI Toolbar on same High Interactivity mode position)

3. None of the Siebel CTI Toolbar got enabled, there is no errors in the SComm.log and the 3rd Party CTI Driver was initialized with success.

4. As the Siebel CTI Toolbar login button does not get enable the user can NOT use CTI Toolbar.

The behavior was not observed during Development or UAT tests with Siebel CRM 20.x.

On Production, if the user open Siebel using directly one of the Siebel Application Interfaces URL, the Siebel CTI Toolbar button Login button get enabled and the user can use the Siebel CTI Toolbar. But when calling the Siebel Application using the Load Balancer URL, the Siebel CTI Toolbar button never gets enabled.

 

Changes

 Upgrade from Siebel CRM 8.2.2.14 High Interactivity mode to Siebel CRM 20.8 Update.

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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