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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 JUNE 11, 2023

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

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In this Document
Symptoms
Cause
Solution

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