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Siebel CTI User Is Not Able To Click Send Email CTI Toolbar button or File > Send Email or F9 Once An Inbound Chat/Call Show Up in CTI Toolbar (Doc ID 2773865.1)

Last updated on OCTOBER 28, 2022

Applies to:

Siebel CRM - Version 17.0 [IP2017] to 21.9 [Release V17]
Information in this document applies to any platform.


When a CTI Event Log is trigger and the Event Log is configured to call Business Service Persistent Customer Dashboard method CleanDashBoard_UI OR Update Dashboard from CTI  the Siebel Application applet on focus is lost.  At this point there is no applet on focus on Siebel Application User Interface.

This cause problem since as per business requirements some user should be able to send an email immediately after receive a inbound chat/call but when the user tries to execute File > Send Email or F9 or Send email button from Siebel CTI Toolbar it does not work, nothing happens and Send Communication Applet do NOT pop up as expected.

User need to manually put focus on an applet in the UI and than he can execute F9 to bring the Send Communication Applet.

The Event Response / Event Log configuration for example is:

On this particular case this is a standard Event Response/ Event Log provide by Avaya Interaction Center driver for Siebel.

The behavior can be reproduce with following steps:

1) Login to Siebel Web Client with CTI Toolbar enabled.

2) Click on Ready button on CTI Toolbar to receive inbound calls or chats

3) An inbound call or chat arrives, the user can the work item (call/chat) on CTI Toolbar

4) CTI Toolbar button to answer the call or chat start blinking too

5) The user click on answer button to answer the call/chat

6) After that user click on hotkey F9 to bring the Siebel Email Client to send an email out, but nothing happens. The Send Communication Applet does not pop up and the user can not send the email.

7) User tried to go to application Menu > File > Send Email, but the option is disabled.

8) If the user click on any Siebel applet to put focus on an applet, than the F9 or File > File > Send Email gets enabled, but user are expecting to be use F9 or Send Email option without need to change focus.





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