CTI customized Call Retrieve send ERROR:Failed on invoking driver command on Genesys Gplus Errors: SBL-CSR-00505 and SBL-CSR-00106 (Doc ID 486644.1)

Last updated on APRIL 06, 2017

Applies to:

Siebel CTI - Version 7.5.2.211 [16061] to 8.1.1 [21112] [Release V7 to V8]
Oracle Solaris on SPARC (64-bit)
Product Release: V7 (Enterprise)
Version: 7.5.2.211 [16061]
Database: Oracle 9.2.0.2
Application Server OS: Sun Solaris 8
Database Server OS: Sun Solaris 8

This document was previously published as Siebel SR 38-1997818741.


Symptoms

Call center agent (User A) experience an error on click the call retrieve button after initiate a conference call and try to retrieve a call when the other callcenter agent (User B) does not accept the conference call.

Steps to reproduce:


1- User A initiates conference call
2- User B rejects or does not accept the call.
3- User A clicks Retrieve call button.
4- User A gets the following error:

 

Communication:Failed to invoke command 'RetrieveWorkGroup',detailed error='Failed on invoking driver command(Reconnectcall) at Driver GenComm7, driver error=1.' (SBL-CSR-00505)'(SBL-CSR-00106)

 
Is there any workaround for this.
Is it possible to retrieve the call? if yes can you please suggest me how to achieve it.

Cause

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms