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Siebel CTI Integration Stop Working After Update 3rd Party CTI Driver Genesys CIC To CIC 2020 R2 P7 (Doc ID 2722404.1)

Last updated on OCTOBER 23, 2020

Applies to:

Siebel Financial Services CRM - Version 17.0 [IP2017] and later
Information in this document applies to any platform.

Symptoms

When attempting to login a Siebel CTI user on pre-production environment after upgrade the 3rd Party CTI Driver version the CommSessionMgr component crashes.

The following error can be observed on SComm.log


The issue can be reproduced at will with the following steps:
1. Upgrade the 3rd party Genesys CIC CTI Driver from 2018 R5 P19 to 2020 R2 P7
2. Login a Siebel CTI user that was working before the upgrade.
3. The Siebel Application show up but the Siebel CTI Toolbar does not work..


Changes

 Upgrade 3rd Party CTI Driver Genesys CIC from 2018 R5 P19 to 2020 R2 P7

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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