How To Troubleshoot CTI Toolbar Freeze/ Hang/ Not Responding Scenarios (Doc ID 477899.1)

Last updated on MARCH 05, 2023

Applies to:

Purpose

This document describes how to troubleshoot the behavior where the CTI Toolbar is essentially in a frozen state.

Symptom or Error Message

When this type of behavior occurs the Siebel CTI Toolbar appears frozen. For example
- CTI screen pop does not occur when an incoming call occurs such as an inbound call.
- Inbound call is released, but the call duration clock keep running and the call keep showing in CTI Toolbar.
- CTI user click on on a CTI Toolbar button but the action is not executed or it is executed but is not reflect in the CTI Toolbar. 
- Siebel CTI Toolbar becomes completely disabled and user can not use Siebel CTI Toolbar anymore.

However, for all of the above scenarios, users can still work in Siebel Application by navigating between the views, editing business component fields, and querying against Siebel database using the regular Siebel User Interface. ONLY Siebel CTI Toolbar would not work. Usually users can recover Siebel CTI Toolbar by loging out and loging back into to Siebel Application.

Cause

This behavior occurs when Siebel CTI Toolbar gets out of synchronization with the Siebel Application Object Manager. This results from the message flow between the Siebel CTI Toolbar plug-in and the Siebel Object Manager communications getting disrupted.

The message flow is as follows:

1. The Siebel CTI Toolbar sends a message (CTI push message) to Siebel Object Manager via the Web Server(s). At this point a HTTP connection (CTI Push connection) is opened with the Web Server and will keep opened waiting for a response back from Siebel Object Manager/Siebel Web Server Extension (SWSE) with CTI events to be processed. You can observe that in Browser Console with Communications Configuration JavaScriptLogLevel=4 (for HI mode JRE Console) as follows:

The push-msg-size(12) indicates that there are 12 push messages wait to be sent. It is normal to see the push-msg-size with values higher than 1 or 2, but if you see it increasing over the time and no "Got push connection <x>" message close to the time the user complained about Siebel CTI Toolbar not responding this indicates a possible issue in the CTI push message flow. On the example above last Got push connection is <10> so most likely the push connection 10 has problems.

Troubleshooting Steps

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