Siebel CTI Toolbar Connection Recovery in Siebel IP prior 2016

In the times when LAN connection was the only possibility and agents in Contact Center were not mobile, desktop were used Siebel CTI Toolbar has a stable Push connection to AOM Server. Nowadays, when Agents are mobile, can alternate in using wifi or LAN, many Siebel customers have spotted that CTI Toolbar faces this disconnection problem.

After disconnection of the Toolbar Push Connection, Toolbar remains active and user has no indication, that the Toolbar is malfunctioned. What more, after Laptop regain network connection CTI Toolbar will not reconnect. The most relevant article for this topic is following Document on Oracle Support Web: When The CTI Toolbar Loses Connection To The Siebel Server There Is No Indication To The User (Doc ID 1986282.1)

Oracle claims, the Problem is solved with IP2016 or IP2017. We have found the solution also for earlier IP of Siebel. One has to configure two things. Firstly, Communication Configuration parameter RetryBeforeStopPush must be set, we recommend the value 300. It is the amount of tries (in second intervals), how many times CTI Toolbar will try to recover the Push connection.

            The second part of the solution is to edit function s in commToolbarUtil.js. We have added the code to call function SiebelApp.S_App.CommToolbar.DisableAllButtons() when so „There will be Indication to The User“ when CTI Toolbar loses the connection

var s=function(L) { 
   this.LogMsg(1,"sendCommand failed for push request<"+t+">"); 
   F.bStarted=false; 
   if(F.bRun) { 
      if(F.bPush)  {
         if(l<F.RetryBeforeStopPush) { 
            SiebelApp.S_App.CommToolbar.DisableAllButtons();            
            l++; 
            f(this.SendPush,1000,this) 
         } 
         else { 
            this.LogMsg(1,"Stop push after few tries at handlePushException!”); 
            SiebelApp.S_App.CommToolbar.DisableAllButtons();            
         } 
      } 
      else { 
         if(this.GetMsg,1000,this) 
      } 
   }
};

We have also adjusted function in DisableAllButtons in commToolbarpui.js to disable the controls and to show status text in Toolbar, that the toolbar is disabled, because it is disconnected. Bold text has been added by us.

j.prototype.DisableAllButtons=function()  {
   var Y; var X={};
   $.extend(X,O,I);
   for(var W in X)  {
      if(X.hasOwnProperty(W)) {
         Y=X[W];
         if(Y.m_type==="button" && Y.m_name.indexOf("SidewayPopup")!==0 && Y.m_name.indexOf(“Initiate Email)!==0) {
            Y.SetActive("FALSE")
         }
      }
   }
   this.ExecuteCommand({name:"SHOWSTATUSTEXT",value:"CTI Toolbar is disconnected!"})
};

After Push Connection is recovered, CTI Toolbar becomes Active again and CTI functionality is provided.