Multiple CTI sessions and usage of "Reset Active Session Count" (Doc ID 505535.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel CTI - Version 7.5.3.3 SIA [16172] to 8.1 [21039] [Release V7 to V8]
Information in this document applies to any platform.
Product Release: V7 (Enterprise)

***Checked for relevance on 08-Oct-2014***

Symptoms

Customer observed following sequence of events.

1 - When a CTI enabled user starts a session by logging into Siebel, they are presented with a CTI Toolbar and CTI capability is enabled as expected.

2 - If this session crashes at the browser side, the session may continue to run on the server Object Manager and Comms Session Manager components.

3 - If the user logs back into Siebel with a new browser they will not get a CTI Toolbar and will receive a message saying the user has the maximum number of communications sessions.

The resolution here is to select the "View -> Reset Active Session Count" menu option and then logout and back in again. This will mean the user once again receives their CTI Toolbar.

This can also be recreated if instead of a browser crash as per step 2, the user just opens a second browser.

My question is, why doesn't the act of selecting "Reset Active Session Count" kills the existing CTI sessions? Surely resetting the count should render the existing session useless by greying the toolbars out or killing their session in OM or Comms Session Manager?

We have encountered a few issues where we can get into the situation where 2 sessions are receiving CTI events from the CTI Middleware and reacting to them. We use these Events to capture agent efficiency and update data in the DB.

Can you please advise on how we can terminate these old sessions? Currently they stay alive for around 2 hours before they are automatically closed by the application. This is too long and we would like to close the CTI session as soon as we select "Reset Active Session Count"?

Cause

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