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Siebel CTI Agent Status Changes From Connected To Waiting Sporadically On C4 Soft Phone Using Custom CTI Driver C4_SCAPI (Doc ID 2763460.1)

Last updated on MARCH 29, 2021

Applies to:

Siebel CRM - Version 15.0 [IP2015] and later
Information in this document applies to any platform.

Symptoms

Siebel CTI Users reported that sporadically the status on 3rd Party soft phone C4 on user workstation running Siebel Web Client change to status Waiting.

Further investigation inspecting the Siebel CTI engine SComm.log and Siebel Enterprise Server log show up that when the status on 3rd Party CTI Driver change to Waiting a Communications Session Manager component crashes happens behind the scenes on Siebel Servers.

So root cause of Waiting status on 3rd Party C4 Soft Phone is the CommSessionMgr component crashes.

In Siebel Enterprise Server log it shows the component crashing 2-3 times per day.

The issue could NOT be reproduced and it is intermittent with a couple of crashes per day on Production environment only.

 

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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