CTI: Application Object Manager Sporadically Crashes During Session Login With CTI Enabled. (Doc ID 848167.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel CTI - Version 7.8.2.11[19244] to 8.1.1.2 SIA[21215] [Release V7 to V8]
Information in this document applies to any platform.
***Checked for relevance on 09-August-2012***

Symptoms


Customer is having sporadic Siebel Object Manager crashes and this is usually related to a CTI user session login.

Some information about the crash:

Call stack in crash.txt files:

- CALL STACK -
sscfcmn +0x193da = CSSObjectBase::SetErrorMsg() +0x1a
sscfdm +0x61bce = CSSModelPhysDef::GetBusObjDef() +0x3e
sscfom +0x5004 = CSSModel::GetBusObj() +0x34
sscfom +0xa2c2 = CSSModel::GetBusObj() +0x12
SSCMCLNT +0x37a9f = CSSMCDataService::DoInvokeMethod() +0x6cbf
SSCMCLNT +0x37fce = CSSMCDataService::DoInvokeMethod() +0x71ee
SSCMCLNT +0x4872c = CSSMCDataService::DoInvokeMethod() +0x1794c
SSCMCLNT +0x4175c = CSSMCDataService::DoInvokeMethod() +0x1097c
SSCMCLNT +0x39ede = CSSMCDataService::DoInvokeMethod() +0x90fe
SSCMCLNT +0x3aab3 = CSSMCDataService::DoInvokeMethod() +0x9cd3
SSCMCLNT +0x3acc6 = CSSMCDataService::DoInvokeMethod() +0x9ee6
SSCMCLNT +0x3b11c = CSSMCDataService::DoInvokeMethod() +0xa33c
SSCMCLNT +0xd72b = CSSSWECommandMgr::GetPrepareToolbarState() +0x85bb
--------------------------


From crash .fdr file we could see last Object Manager actions:

284858 10744 Fdr_OBJMGR Object Manager FdrSub_OBJMGR_SVC_INVK_ASYNC Invoke Async Service Method 490733984 19815216 Communications Client CacheCommandInformation
284859 10744 Fdr_CSS Communications Server Service FdrSub_CSS_CCCM Communications Client Command Manager 483173304 0 InvokeUserCommand Login
284860 10744 Fdr_OBJMGR Object Manager FdrSub_OBJMGR_CACHE_QUERY Cache Query Parse Tree 385715076 0 :[@Phone] IS NULL
284861 10744 Fdr_CSS Communications Server Service FdrSub_CSS_CCRM Communications Request Manager 483173304 0 GetRuntimePhone
284862 10744 Fdr_FDR Fdr Internal FdrSub_FDR_CRASH ** CRASHING THREAD ** 0 0
--------------------------------------

From corresponding SComm.log for user session we can see:

KIMP_24833[06/11/2009 07:25:33:753]:DEBUG:Begin invoking communication Command(Login)
...

SComm[06/11/2009 07:25:52:112]:INFO:User KIMP, key 29f8|4a30e9a9|0 exited.
---------------------------------

From customer's Communications Configuration (.def) the Login command definition is:

[Command:Login]
Description = "Login to CIC Server"
DeviceCommand = "Login"
FilterSpec = "[@Phone] IS NULL"
Hidden = "TRUE"
LocalMenu = "FALSE"
CmdData = "Login"

[CmdData:Login]
Param.InitialStatus = "Extended After Call Work"
Param.RemoteStr = "UseClient"
Param.Station = "{$HotelingPhone(@UserName):Lookup}"
Param.UserId = "{@AgentId}"
Param.UserPin = "{@AgentPin}"

 

Cause

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