CTI Toolbar grayed out during Genesys Gplus CTI Driver and Genesys Communication Server switch over (Doc ID 559673.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel CTI - Version 7.8.2 [19213] to 8.1.1 [21112] [Release V7 to V8]
Information in this document applies to any platform.
******************* Checked for relevance on 20-May-2013 *******************

Symptoms

Customer was using the Genesys Gplus Adapter 7.5 for Genesys Communications Server failover that is defined by the Gplus Adapter Driver parameters bellow:

Driver:TServerAppName = "xxx
Driver:SCAPIServerURL = "xxx"
Driver:PrimaryGenCommServerURL = "xxx"
Driver:BackupServerHost = "xxxx"
Driver:BackupServerPort = "xxx"
Driver:BackupGenCommServerURL = "xxxxx"

But when they stopped the primary Genesys Communication Server and user tries to re-login the Siebel CTI Toolbar does not initialize (CTI Toolbar buttons disabled).

The SComm.log file for a user not able to connect after the customer has simulated a crash or stopped the Primary Genesys Communications Server shows:
....[03/14/2008 17:51:01:305]:ERROR:Failed on invoking ShellUIInit in Comm. Client Svc., err=36185, msg=Unable to load communications driver. Unable to create a Service object from driver GenCommDrv with channel string GPlus CTI Driver(SBL-CSR-00501), input= SWECmd = InvokeMethod
SWEMethod = ShellUIInit

That means that the GPlus CTI Driver was not able to initialize, as this is always happening when the Primary Server is down this indicates that the Gplus CTI Driver is not able to connect to the Backup Server.

Cause

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