Siebel CTI "SBL-DAT-00523" Activity update on inbound call with error message: "The selected record has been modified by another user since it was retrieved. Please continue." (Doc ID 494088.1)

Last updated on JULY 04, 2017

Applies to:

Siebel CTI - Version 7.7.2 [18325] to 8.1.1.7 [21238] [Release V7 to V8]
All Platforms

Symptoms

Siebel user are getting an error message while using the Siebel CTI Toolbar and tries to update the activity type Call - Inbound created by a Siebel CTI Event Log.

 

For this particular the scenario :

1)  Customer  call in and the phone was picked up by Agent A.

2)  An activity is auto-created by a CTI Event Log and the "Primary Owned By" field is set to "Agent A".

3)  Agent A put customer on hold while performing a "Consultative Transfer to " Agent B.

4) Agent A release the call after Agent B accepted the call.

5)  When Agent B trying to update the same activity record on his screen, he will encounter this error

and the update was not successful.

Changes

 

Cause

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