SBL-SRB-00005

Applies to:

Siebel CTI - Version: 7.5.3.8 [16192] and later   [Release: V7 and later ]
z*OBSOLETE: Microsoft Windows 2000
Product Release: V7 (Enterprise)
Version: 7.5.3.8 [16192]
Database: Oracle 9.2.0.4
Application Server OS: Microsoft Windows 2000 Advanced Server SP 3
Database Server OS: Sun Solaris 8

This document was previously published as Siebel SR 38-2239792261.

Symptoms

During a recent deployment of Siebel 7.5.3.8/Genesys Voice Adapter 6.5.201.13, we encountered a "Call Stack" on the dedicated Siebel Communications Server. These Call Stacks were associated with 1) Problems with CTI Toolbar 2) Agents being logged out of tool bar 3) Agent calls being dropped. Some of the text below is:

- CALL STACK -
<invalid> 0x5dda484
GenModel +0x5b594
GenModel +0x10f20 = ReleaseTeleset() +0x1e70
<invalid> 0x868b57f1

This Call Stack occured 5 times during our initial deployment and subsequently was associated with these errors in the Siebel Communications Manager Logs:

1) GenericLog    GenericError    1    2005-05-31 10:53:58    (sissrvr.cpp 47(3069) err=2000028 sys=0) SBL-SVR-00028: No more tasks available for this component

2) CommSessionMgr 59455     SBL-OSD-01000   Process exited with error - Internal: The process attempted to read from or write to a virtual address for which it does not have the appropriate access

3) GenericLog    GenericError    1    2005-05-31 11:08:51    (srbqueue.cpp 6(918) err=5700005 sys=0) SBL-SRB-00005: no element in the queue

4) SComm[05/31/2005 10:24:23:555]:FATAL:SRM session handle is NULL in DoInvokeMethod() for user(BENNETS6), key(1328|429c71f8|248466b0).
SComm[05/31/2005 10:24:23:555]:ERROR:Unable to identify driver for action, profile ID=, channel string=, media type=, command=Ready, event=
SComm[05/31/2005 10:24:23:555]:ERROR:Error on invoke media manager method(InvokeCommand), input args={
DataSet = 2#18#1#13#AgentWorkMode5#1#1#1
DeviceCommand = Ready
Child property set, type = DataSet {
AgentWorkMode = 1
}
}, error=?), msg='Unable to identify driver command(Ready) among all loaded drivers.(SBL-CSR-00504)'

Our frustration is occurring because we are not able to re-create this error in our load testing environment. Since this error was associated with CTI Toolbar connectivity issues (i.e.: agents being logged out of the toolbar) and other CTI issues, we remain concerned.

Cause

After researching and checking the call Stack:
- CALL STACK -
<invalid> 0x5dda484
GenModel +0x5b594
GenModel +0x10f20 = ReleaseTeleset() +0x1e70

We could identify that the crash was happening while CSM was calling method on Genesys Gplus Driver libraries.

The customer engaged Genesys Support who has confirmed that this is a known issue.

Solution

Genesys confirmed that the issue  has been fixed in Genesys  Gplus Driver 7.x code stream and the fix was replicated into 6.5 stream.

The recommendation is to deploy the latest version (6.5.201.20). Note that the customer was using 6.5.201.13 version of the driver.

Customer worked with Genesys to get the latest Gplus Driver hot fixes.

Applies to:

Siebel CTI - Version 7.5.2.214 SIA [16066] and later
Oracle Solaris on SPARC (64-bit)
Product Release: V7 (Enterprise)
Version: 7.5.2.214 [16066] Pub Sect
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 38-1402862871.
**Reviewed for Relevance on 07-Oct-2012***

Symptoms

SBL-SRB-00040, SBL-SRB-00005, SBL-NET-01218
We have set up Siebel/Avaya integration (Avaya Version 6.1.3). Trying to logon with an agent CTI toolbar doesn't become active.

We gave a look into log file and we found out the following message:
"Connection refused by server 127.0.0.1, nothing listening on port 49180"

For further information you can see the logs attached (in italian).

Please help us.

Cause

The customer had installed Avaya software using root solaris user. The Avaya folders had a different owner than that of the Siebel folders.

Solution

After changing the ownership of Avaya folders to the owner of Siebel folders, the problem was resolved.

As a future reference, Avaya Support was requested to add this information to the installation pre-requisites of the CTI Driver manuals.