My Templates

Good day, thank you for submitting the service request through My Oracle Support.
My name is Jorge Cifuentes, please note that have taken the o!nership of this S" and !ill assist you further on this.
!as check your information related to the error message
#o help us diagnose the behavior you are e$periencing, !e !ould appreciate very much if you could provide the follo!ing
information%
&lease don't hesitate to contact me for any doubts, questions or comments you may have.
(ind regards ) #hanks,
Jorge Cifuentes,
#echnical Support *ngineer
Close SR
#hank you very much for your time to have further discussion and confirmation on the closure of the Service "equest.
Glad to kno! that the issue !as resolved. appreciate your response and patience sho!n !hile !e !orked through this Service
request. t !as very nice !orking !ith you and shall look for!ard to !ork !ith you again in future.
f you feel that you need my help again on this S", then please send a reopen request and !ill be very happy to assist you
further. &lease go to My Oracle Support at http%++support.oracle.com and choose the Service "equest tab, retrieve the Service
"equest and request that it be reopened.
am inactivating this Service "equest, as have received a confirmation from you that this issue is resolved.
On behalf of Oracle soft!are support, !ould like to thank you for your continued support.
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Stop the Clock
-. f you don/t have skills to !ork in a S" assigned to you please stop the clock. 0ou can do it by putting a customer
visible note as the one belo! in your S".
#hanks for submitting this service request to Oracle Soft!are Support.
1e are currently revie!ing the specifics of this service request to assure that this is assigned to someone !ith the best
skills to !ork on it and soon you !ill have an update.
"egards,
Oracle Soft!are Support
2. 3fter stopping the clock, contact the current manager and he or she !ill verify ho! to reassign this S" once again.
Most likely !e are assign this S" in G"& changing 4manually5 the lookout !indo! or Country, allo!ing the S" to be
assigned to someone !ith the proper skills.
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understand that this issue is urgent for you, since it is affecting your production environment. apologi6e if have not provided
you a timely response and for any inconvenience it may have caused to you.
1here Can 0ou Get &roduct 7alidation nformation for C# 8rivers9 :8oc 8 ;<<=>-.-.
G. Could you please add a print screen !ith the error and a !ebe$ session, in order to e$pedite the investigation process, please
do!nload the !ebe$ soft!are from https%++vnceemcssl?ne!eval.!ebe$.com+client+!bs2<?v6bprodcn+atrecply.msi &lease un6ip
and install the !ebe$ recorder. and player.
Steps for !ebe$ recording%
3fter installation, please follo! these steps to record a 1eb*$ session%
? "un the 1eb*$ recorder
? Click on Open 3pplication button select 1indo!s 8esktop provide a location and a file name for the recording.
? 1hen ready to begin, click on the record button :red ball button..
&lease attach the recorded 1eb*$ session in this S".
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Survey% @nfortunately, the information you are looking is not supported under our products. have also contacted and involved
another analyst in order to ans!er this questionA they all agree this cannot be done. Burthermore, !ould like to kno! if my
services scoped are covered up your e$pectations.
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1e have been !aiting for updates related to this service request for almost a month.
f this is still an issue, !e are more than glad to continue our investigation but if you do not see this kind of occurrence !e need
to proceed !ith our policies and one of them states that !e cannot keep a service request !ithout updates for more than a
month.
f a service request is not updated !ith relevant information that allo!s our investigation to continue, the same has its status
being changed to 3uto?Close. #his !ill still allo! you to update it for 2 additional !eeks and then the service request status !ill
be changed to Close nitiated, allo!ing the analyst to close it at any time.
Cello DDDDDD,
Since this is a different issue from the original, 've logged a ne! ticket on your behalf :S" Eumber.. #his !ay the S" can get the
proper attention and focus.
#his ne! issue has already been assigned to a support engineer and you !ill be contacted soon
Cello 3leksander,
Good day, thanks for your feedback, !ill be out of the office from January -F to January 2>, but at any rate your service request
!ill be attended by my team.
f you need immediately assistance for a Service "equest please contact Global #echnical Support
:http%++!!!.oracle.com+support+contact.html.. Bor any other issues please contact my manager 3ndre &riosti
:andre.luis.priostiGoracle.com.
(ind "egards and #hanks,
Jorge Cifuentes
Call ? nbound
????????????????????????????
Customer contact name :if not same as in S" header.%
7erify preferred method of contact% &COE* O" My Oracle Support customer portal
&honeH% I- <F;<J=-FFF
*mail% reshma.shresthaGlo!es.com
called in on 2-?J@K?2F-- at ->%-> h C*S#+GMtI2
Comments for this update%
Customer asked for sev- and completed template.
Customer asks for urgent analyst callback.
3C#OE &K3E
????????????????????
? Eotifying analyst or #C
#hank you.
Jorge Cifuentes
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Freeze
3-. 1e need to confirm the behavior making the comparison !ith this document LCo! #o #roubleshoot nternet *$plorer Cangs
:8oc 8 ;<<J-F.-.L, please don't omit or skip any points because one or more points can helps us to resolve the issue.
M. "elated to &ush(eep3live, CahennelClean@p and Koad Malancer please check and confirm your setting, the most important
setting to check is the Koad Malancer,
M.-. C# &ush failure :8oc 8 JF2=FN.-.
M.2. Co! Can 0ou @se the ChannelCleanup#imer &arameter #o Manage C# 8angling Sessions9 :8oc 8 ;<<J;-.-.
M.N. C# #oolbar free6e using Koad Malancer for 1eb Servers :8oc 8 J-<2<>.-.
M.;.C# #oolbar partly diabled ? non functional !hen using Dp S&2 :8oc 8 J->=N<.-.
-. #he SCommOPuser idQ.log !ith debug mode enabled. 0ou should set the follo!ing 4ObRect Manager5 :OM. and
4Communications Session Manager5 :CSM. parameters in order to enable that%
4Kog 8ebug Message5 S #rue
4Kog Bile5 S SComm.log
C# users must relogin in order to changes take effect. &lease refer to 8oc 8 ;<>J>N.- for more details.
-. 0our current Communications Configuration file :.def.. 0ou can e$port that on Site MapQCommunications 3dministrationQ3ll
ConfigurationsQselect your current configuration and click *$port Configuration so can revie! all your Communications
Configuration parameters, &rofiles, Commands and *vents.
-.3 copy of your current siebns.dat file located at Siebel Gate!ay "oot BolderT38ME, so can revie! the
*nterprise+Servers+Components parameters.
-. Could you please verify if you have any crash.t$t and+or .fdr file located at Siebel Server ME folder around the incident
timestamp and if so provide them9
-. 3 copy of the Siebel *nterprise Server log files, the one !ith name PSiebel *nterprise EameQ.PSiebel Server nameQ.log
covering the incident.
-. #he ObRect Manager log correspondent to the userUs Siebel Session !ith the follo!ing event traces log level%
ObRMgrSessionKog S ;
*ventConte$t S ;
ObRMgrKog S J
ObRMgrMusServiceKog S ;
ObRMgrSqlKog S ;
ObRMgrMusCompKog S ;
3fter you have generate the log file, please the event traces log level back to -.
-. #he C# 8river log files, usually you can enabled that on Site MapQCommunications 3dministrationQCommunications 8rivers
and &rofilesQ &rofiles #abQ&rofile &arameter Overrides applet set the driver parameters related to debug messages. &lease refer
to the C# 8river documentation for details.
-. #he nternet *$plorer Java "untime log file. 0ou can enable that on *Q#ools MenuQSun Java Console for Sun Java or
*Q7ie! MenuQJava Console for MS Java. &lease refer to 8oc 8 ;<>J>N.- for mode details.
0ou can also set Sun Java J"* trace if you !ant to create log files at ..T8ocuments and SettingsTP@serQT3pplication
8ataTSunTJavaT8eploymentTlog in Control &anelQJavaQ3dvanced tabQ8ebuggingQ*nable #racing and *nable Kog.
-. #he S1S* log files !ith debug information. 0ou can set that changing the eapps.cfg file in the S1S* "oot 8irectoryTbin folder
Vs!eW section%
Kog S details
SessionMonitor S #"@*
0ou should restart the 1eb Server in order to changes take effect, please refer to 8oc 8 ;<<-=J.- for further details.
Comm Server
Co! #o #race Outbound Communications Operations :8oc 8 ;<<XX=.-.
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-. Can you clean the nternet *$plorer :*. cache on your local machine using the follo!ing procedure9
-.-. Close all * session, be sure you have no ie$plore.e$e process running in the #ask Manager.
-.2. Open a * session and go to * menuQ#oolsQnternet OptionsQGeneral tabQSettingsQ7ie! ObRectsQdelete all obRects
starting !ith !ord LSiebelL
-.N. n the same * session go to * menuQ#oolsQnternet OptionsQGeneral tab and click 8elete Biles selecting the option 8elete
all offline content.
-.;. n the same * session go to * menuQ#oolsQnternet OptionsQGeneral tab and click 8elete Cookies
-.J. Close the * session
Performance Issue
Suggestions%
Check the follo!ing Oracle 8ocumentation and compare !ith your environment
3. Siebel C# @sers Cave Slo! 3pplication &erformance over the time :8oc 8 -2>;>2>.-. :Java Setting ? @ncheck
*nable the ne$t?generation Java &lug?in :requires bro!ser restart. option..
M. Master nde$ for Siebel C# product area. :8oc 8 -2>2JNJ.-. &oint Eumber < C#
&erformance
C. Sebel C# #oolbar and overall nagivation application having performance issues for Siebel C# users :8oc 8 J2J-NJ.-.
3. Siebel C# @sers Cave Slo! 3pplication &erformance over the time :8oc 8 -2>;>2>.-. :Java Setting ? @ncheck
*nable the ne$t?generation Java &lug?in :requires bro!ser restart. option..
C# @sers report Slo! Mro!ser &erformance Over #ime upon @pgrade *< to *= Siebel =.F.F.X :8oc 8 -N<F2-F.-.
M. Master nde$ for Siebel C# product area. :8oc 8 -2>2JNJ.-. &oint Eumber < C#
&erformance
C. Sebel C# #oolbar and overall nagivation application having performance issues for Siebel C# users :8oc 8 J2J-NJ.-.
8. S"Mroker component reaching Ma$ #asks on a dedicated Siebel C# Server :8oc 8 -2FN><;.-.
*. 1eb Server free6e due Siebel C# users using * = and multiple Siebel * = !indo!s or tabbed bro!sing that are not
supported. :8oc 8 -N<F=2<.-.
LOCAL LOG
a) Siebel Client side log. 0ou can enable Siebel Client Kog setting the follo!ing 1indo!s *nvironment 7ariables%
S*MKCKO#"3C*MO8*S2
S*MKCKO#"3C*C3#*GO"0S;
S*MKCKO#"3C*3"*3SF
t should create a folder in the user 1indo!s 8esktop called LSiebelKogsL. #han provide the corresponding
SiebelCK.$$$$.log and the other log files as you have already provided.
Validation river
-. Oracle does not support any third party C# driver and middle!are.
t is the C# driver supplier !ho must assert that their driver supports a particular version of Siebel.1ithout this assertion, the use
of Siebel is unsupported.
2. t is open to any C# driver supplier, or any customer, to request Oracle to validate that a particular driver !orks !ith a
particular version of Siebel.
#his requires a billable engagement of *$pert Services to perform this task, but does not change the fact that the driver supplier
supports the C# driver.
#he supplier of the C# driver asserts support for a particular version of Siebel.
f the suppliers assert support, it is supported ? by the driver suppliers.
Oracle might ? only if requested ? 'validate' that a specific middle!are !orks !ith a specific version of Siebel.
N. Our partners validate their C# solutions against the Siebel products. 3pplication vendors such as Oracle, are not responsible
for the validation of the Siebel products against the C# solutions.
;. Oracle provides product validation requirements to partners, but it is the partner/s decision to validate their C# solutions
against the Siebel application.
3ll 7alidated 3pplication ntegrations can be found at the follo!ing location%
http%++!!!.oracle.com+us+partnerships+solutions+inde$.html
&lease note these are LvalidatedL solution, !hich means they have been specifically tested and validated as functionally and
technically sound and that the integration performs as documented.
J. Our partners validate their C# solutions against the Siebel products. 3pplication vendors such as Oracle, are not responsible
for the validation of the Siebel products against the C# solutions.
Oracle provides product validation requirements to partners, but it is the partner/s decision to validate their C# solutions against
the Siebel application.
>. n general, !hen third party C# drivers are used in conRunction !ith Siebel, it is the supplier of the driver that supports and
!arrants the serviceability of the driver.
&lease note that third party products such as Genesys + *nvo$ + 3spect + 3vaya + Cisco are supported by the suppliers
themselves, and it is they !ho guarantee the compatibility.
t is open to these suppliers to contact Oracle and request that their product be validated by us to run !ith Siebel.
3lso please note that it is the partner/s decision to validate their C# solutions against the Siebel application.
<. 8etails on the validation process are outlined in the article Y Z1here Can 0ou Get &roduct 7alidation nformation for C#
8rivers9 :8oc 8 ;<<=>-.-./. &lease refer to it for further reference.
3lso please check ?'Master nde$ for Siebel C# product area.' :8oc 8 -2>2JNJ.-.
!ava version "#$$
!as check your information related to this case, on our understand based on your description and also the screenshot attached
you are using on Siebel Bi$pack =.-.-.-- 3pply &atchset J Java 7ersion <uJJ, getting the !arning message L3llo! access to the
follo!ing application from this siteL, if our understand is correct !e !ould like to indicate that in Java <uJJ using '[' !ildcard for
the Rar manifest file !ill cause a security prompt to pop up !hen the applet is loaded. @nfortunately, that cannot be fi$ed short,
but you can modify the manifest in the Rar file and resigning it themselves.
Customers on <uJJ, can
3. Just click to not prompt again on the security prompt, and they !ill not get the prompt again
M. 3dd @"K to site e$ception list in the Java control panel. More details on ho! to do this is at
http%++!!!.Rava.com+en+do!nload+help+RavaOblocked.$ml
C. 3lso please check the document%
? Co! to prevent L*rror Click for detailsL for blocked Siebel Java applets !hen running Java version <@J- released in January
2F-; :8oc 8 ->-==<<.-.
;. Bor all other Siebel versions not mentioned above, the !orkaround is to add the Siebel @"K in the *$ception Kist provided by
the Control &anel shipped !ith Java <@J-%
n the control panel, go to Security tab and hit the button L*dit Site listL. #hen under location, add the @"K of your Siebel !eb
server.
See http%++!!!.Rava.com+en+do!nload+help+RavaOblocked.$ml for details on ho! to do this.
#hen after a bro!ser restart, the Java plugin can be loaded.
&lease note that for >;?bit Microsoft 1indo!s clients, the control panel is running as a >;?bit application. n that case the >;?bit
version of Java also needs to be updated to <@J- in order to see this ne! *$ception Kist button.
3lso please consider to revie!%
http%++!!!.Rava.com+en+do!nload+help+RavaOblocked.$ml
EO#*%->->F-<.- ? Co! to @nblock and "emove Security &rompts !ith Java 3pplets "unning in Java S* <uJ-
EO#*%-J>;JX-.- ? Java 3pplet Security &olicy Changes Bor Siebel
http%++!!!.oracle.com+technet!ork+Rava+Ravase+<uJJ?relnotes?2-<<=-2.html
http%++Rava.com+en+do!nload+help+firefo$OonlineOinstall.$ml
,,,

river Issue% &ool'ar doesn(t appear
-. Master nde$ for Siebel C# product area. :8oc 8 -2>2JNJ.-.QC# #oolbar does appears or all buttons disabled
2. than you may !ant to check LCo! to troubleshoot SMK?CS"?FFJF- or SMK?CS"?FFJFF errors !hen login a C# user9 Eote
-FJF>F<.-L
N. 3nd then after you revie! this 8oc you may !ant to check another note indicate on it LC# driver not getting loaded, if located
under Siebel bin directory on @ED platform Eote <=-2--.-AL
Other
SSS O8M 3ction &lan SSS
Cello 3ndrea,
Good day, sorry for the delay and #hank you for submitting a service request on My Oracle Support &ortal.
!as check your last information and the print screen, apparently the C# middle!are 8river !as not be installed successfully, in
that case could you please check and confirm the follo!ing points%
-. Bor 1indo!s platform the C# driver file should be placed under the siebsrvr+bin directory, but for @ni$ platofrm, the C# driver
file should be placed under the siebsrvr+bin directory, ho!ever as per Siebel Communications Server 3dministration Guide
7ersion =.F Communications 8river Biles and 8atabase "ecords%
LCommunications driver files are located by default in the bin subdirectory of the Siebel Server. 0ou can store them in another
directory, if you specify an absolute path.L !hen the C# driver file !as initially placed in the siebsrvr+lib subdirectory, the C#
toolbar loaded properly and !as enabled.
3lso need the follo!ing information%
-. #he SCommOPuser idQ.log !ith debug mode enabled. 0ou should set the follo!ing 4ObRect Manager5 :OM. and
4Communications Session Manager5 :CSM. parameters and the log level must be increase to J, in order to enable that%
4Kog Bile5 S SComm.log
C# users must relogin in order to changes take effect. &lease refer to 8oc 8 Co! Can @sers 3ctivate 8ebug Kevel of Kog
Messages 1hen @sing C# Bunctionality9 :8oc 8 ;<>J>N.-.for more details.
2. 0our current Communications Configuration file :.def.. 0ou can e$port that on Site MapQCommunications 3dministrationQ3ll
N. #he ObRect Manager log correspondent to the userUs Siebel Session !ith the follo!ing event traces log level%
*ventConte$t S ;
ObRMgrKog S J
ObRMgrSqlKog S ;
;. #he C# 8river log files, usually you can enabled that on Site MapQCommunications 3dministrationQCommunications 8rivers
J. #he nternet *$plorer Java "untime log file. 0ou can enable that on *Q#ools MenuQSun Java Console for Sun Java or
*Q7ie! MenuQJava Console for MS Java. &lease refer to 8oc 8 ;<>J>N.- for mode details.
0ou can also set Sun Java J"* trace if you !ant to create log files at ..T8ocuments and SettingsTP@serQT3pplication
8ataTSunTJavaT8eploymentTlog in Control &anelQJavaQ3dvanced tabQ8ebuggingQ*nable #racing and *nable Kog.
>. &lease all that files must belong to the same incident and the same e$ecution time or #imeStamp
n that case maybe you should to reproduce again the issue and then add the ne! files for that session.
\uestions%
a. Could you please clarify the impact in your environment9 :8evelop environment, \3 *nvironment or &roduction *nvironment.
b. Could you please specify step by step the sequence of events9 :Kogin in Siebel, then login in C# toolbar, then...etc.
c. Could you please describe !hat is !orking and !hat doesn't !ork9 :&lease include the error message, e$ample Lthe teleset or
agent can take a call but he can't transfer the call.
d. Could you please mentioned !hat is the e$pected or acceptable result9
e. 3re you able to reproduce this behavior using the LStandardL Siebel srf9 Or, does the described behavior occur only !ith your
customi6ed srf9
f. 3ll the !orkstations are affected9 : if the ans!er is not could you please make a comparison bet!een the non !ork and !ork
stations, please compare the Operating system version, * version, J"* version, user account+vie!s+profiles.
g. !hat !as change recently9 !hen the issue appear9 :after a patch installation, maintenance, migration, parameters changes,
etc.
h. s a ne! installation9
&lease don't hesitate to contact me for any doubts, questions or doubts you may have.
(ind "egards and #hanks,
Jorge Cifuentes
C&I &oo'ar
Good day, #hank you for submitting the service request through My Oracle Support.
&lease note that have taken the o!nership of this S" and !ill assist you further on this.
-. 3ll SComm.log !ith debug mode enabled from the Siebel Server, to enable SComm.log debug mode refer to Eote ;<>J>N.-
Co! Can @sers 3ctivate 8ebug Kevel of Kog Messages 1hen @sing C# Bunctionality9 #he log level increased to J and
application obRect manager Kog
Bor future events, please implement detailed logging for C# and the application obRect manager.
-.-. 'Co! Can #racing Me ncreased for the Siebel ObRect Manager9' :8oc 8 ;<<=X<.-.
-.2. 'Co! Can @sers 3ctivate 8ebug Kevel of Kog Messages 1hen @sing C# Bunctionality9' :8oc 8 ;<>J>N.-.
-.N. 'SComm.log and any Communications 8river log not been generated on Siebel version =.$' 8oc 8 :<2>NF2.-.
-.;.#he ObRect Manager log correspondent to the userUs Siebel Session !ith the follo!ing event traces log level%
*ventConte$t S ;
ObRMgrKog S J
ObRMgrSqlKog S ;
2. 0our current Communications Configuration file :.def.. 0ou can e$port that on Site MapQCommunications 3dministrationQ3ll
N. #he C# 8river log files, usually you can enabled that on Site MapQCommunications 3dministrationQCommunications 8rivers
;. #he Java Console KOG, #he nternet *$plorer Java "untime log file. 0ou can enable that on *Q#ools MenuQSun Java
Console for Sun Java or *Q7ie! MenuQJava Console for MS Java. &lease refer to 8oc 8 ;<>J>N.- for more details.
J. &lease let us kno! the type ? and version ? of your C# driver, middle!are, and s!itch
>. all that files must have the same #imestamp for the same ssue+user account, #his point is 7ery mportant in our research and
assistance
<. &lease confirm your Siebel version :]siebelOserver]TbinTbase.t$t A ]siebelOserver]TbinTupdate.t$t.
3lso !e need the follo!ing useful information, please don't forget to ans!er these questions, your ans!ers can improve our
investigation
3. Could you please describe the sequence of this event9 :&lease in detail to try to reproduce in my environment.
M. Could you please clarify and specifically !hat is !rong, !hat is !orking and !hat doesn't !ork9 :Bor *$ample it's !orking in
your #est or 8ev *nvironment.
C. Co! did you recover the hang+free6e9 "estart service, restart server, closing the * screen and login again, etc.
8. is this happen to all users+!orkstations or Rust some of them sho! this behavior9 n case Rust some of them do you see any
differences regarding *+1indo!s+Sun Java versions9 and *ffect on users, number of production users effected.
*. 1hen did you start to see this behavior9 3fter a Siebel Bi$ &ack or \uick Bi$ install9 3ny changes in the nternet *$plorer
versions9 3ny change on the 1indo!s OS for the agent's !orkstation9
B. 1as it !orking before9 :0es it !as !orking before, or not never !orks, etc.
G. s this hang+free6e a * free6e :local Rust one agent. or a CSM free6e :all user, agents.
Suggestions%
. C# #oolbar free6e+ stop responding :8oc 8 <XXF=N.-.
. Co! to troubleshoot C# toolbar free6e+hang+not responding scenarios :8oc 8 ;<<=XX.-.
. Co! #o #roubleshoot nternet *$plorer Cangs :8oc 8 ;<<J-F.-.
&lease don't hesitate to contact me for any question, doubts or ne!s you may have.
(ind "egards ) #hanks,
Jorge Cifuentes
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Crash C&I
Suggestion, crash could be Cause by memory corruption, f crash dump !as caused by corrupted register value, look for the
memory location from !hich that register !as loaded
Kook for the section of memory close to the corrupted memory to see if an entire region !as over!ritten by a stack overflo! or
buffer overflo!
-. Core files and pstack QCo! #o #roubleshoot Siebel Server Component Crashes on @ED :8oc 8 ;<<J2F.-.
2. 3ssert files Q @nder siebsrvrTbin directory, locale all assert files. Bile format is LsiebelOassertO999999.t$tL
N. Siebel *nterprise Server log and Component log file Q @nder siebsrvrTlog file formats% 4P*nterprise EameQ.PServer
EameQ.log5 and POM liasQOPtask idQ.log ? please take attention related to the #M*S#3M&
;. 3ll SComm.log !ith debug mode enabled from the Siebel Server, to enable SComm.log debug mode refer to Eote ;<>J>N.-
-.-. 'Co! Can #racing Me ncreased for the Siebel ObRect Manager9' :8oc 8 ;<<=X<.-.
-.2. 'Co! Can @sers 3ctivate 8ebug Kevel of Kog Messages 1hen @sing C# Bunctionality9' :8oc 8 ;<>J>N.-.
-.N. 'SComm.log and any Communications 8river log not been generated on Siebel version =.$' 8oc 8 :<2>NF2.-.
-.;. N. #he ObRect Manager log correspondent to the userUs Siebel Session !ith the follo!ing event traces log level%
*ventConte$t S ;
ObRMgrKog S J
ObRMgrSqlKog S ;
J. all that files must have the same #imestamp for the same ssue+user account, #his point is 7ery mportant in our research and
assistance
Crash )indo)s
Suggestion, crash could be Cause by memory corruption, f crash dump !as caused by corrupted register value, look for the
memory location from !hich that register !as loaded
Kook for the section of memory close to the corrupted memory to see if an entire region !as over!ritten by a stack overflo! or
buffer overflo!
-.Crash and .fdr files, @nder siebsrvrTbin directory, locate all crash and .fdr files. Bile format is 4crashO9999.t$t5 and 4[.fdr5. "efer
to 4Co! to troubleshoot Siebel component crashes on Microsoft 1indo!s :8oc 8 ;<<J--.-.5
2. 8ump files, @se Microsoft 38plus to generate a dump file :[.dmp.. "efer to 4Co! #o nstall and Configure Nrd &arty #ools #o
Capture 8ump Biles on Microsoft 1indo!s :8oc 8 ;<<<N<.-.5
N. 3ssert files, @nder siebsrvrTbin directory, locale all assert files. Bile format is LsiebelOassertO999999.t$tL
;. Siebel *nterprise Server log and Component log file, @nder siebsrvrTlog file formats% 4P*nterprise EameQ.PServer EameQ.log5
and POM liasQOPtask idQ.log
J. #he C# 8river log is available. &lease let me kno! the e$act type and version of your C# driver, middle!are, and s!itch.
>. 3ll SComm.log !ith debug mode enabled from the Siebel Server, to enable SComm.log debug mode refer to Eote ;<>J>N.-
>.-. 'Co! Can #racing Me ncreased for the Siebel ObRect Manager9' :8oc 8 ;<<=X<.-.
>.2. 'Co! Can @sers 3ctivate 8ebug Kevel of Kog Messages 1hen @sing C# Bunctionality9' :8oc 8 ;<>J>N.-.
>.N. 'SComm.log and any Communications 8river log not been generated on Siebel version =.$' 8oc 8 :<2>NF2.-.
>.;. N. #he ObRect Manager log correspondent to the userUs Siebel Session !ith the follo!ing event traces log level%
*ventConte$t S ;
ObRMgrKog S J
ObRMgrSqlKog S ;
<. all that files must have the same #imestamp for the same ssue+user account, please mention the 8ay and #ime for the issue,
#his point is 7ery mportant in our research and assistance
\uestions%
C. 1hat e$pected or acceptable result9
*. 1hen did you start to see this behavior9 3fter a Siebel Bi$ &ack or \uick Bi$ install9 3ny changes in the nternet *$plorer
B. 1as it !orking before9 :0es it !as !orking before, or not never !orks, etc..
Suggestions%
Co! to troubleshoot Communications Session Manager component hangs :CSM tasks running increasing.
:https%++support.us.oracle.com+oip+faces+secure+km+8ocument8isplay.Rsp$9idS-2>N2>X.-.-2>N2>X.- or
Co! #o #roubleshoot Communications Session Manager Component Crashes
:https%++support.us.oracle.com+oip+faces+secure+km+8ocument8isplay.Rsp$9idS;<<=>F.-.;<<=>F.-.
Java log, !eb server log, eapp log, SComm log, crash file, assert file, Cisco driver log, sniffer log
o)nload Patch
Cello *d!ard,
Good day, !e are please to let you kno! that the final fi$ for B" -2?2-F0_3K is no! available for do!nload via
https%++support.oracle.com
&lease navigate to &atches ) @pdates and search for &atch number -F;->-;=
&atch -F;->-;=% =.-.-.N 2-2-X SM3 \BFN<F S*MKO3"@
-. Click in LSign inL, then enter your user and pass!ord
2. Click in L&atches ) @pdatesL tab
N. Make a query in the search using the &atch Eumber, in your case -F;->-;=, then click in LSearchL
;. Click in the &atch Eame, in this screen you can see details, the do!nload Mutton and more information
J. Click in L8o!nloadL, but before please check the instructions
>. Make a backup in your #est or 8evelopment environment, only if required :Rust in case.
<. Bollo! the nstallation instructions
&lease let us kno! if !e can conclude our !ork on this service request.
Jorge Cifuentes
3nother e.g.
Cello #heodore ) (onstantinos,
Good day, thanks for your patience, !e are please to let you kno! that the final fi$ for Mug -J=<;FX2 is no! available for
do!nload via https%++support.oracle.com
&lease navigate to &atches ) @pdates and search for &atch number -;>;2XXJ
More 8etails% &atch -;>;2XXJ =.-.-.J 2-22X S3 \BFJM7 seblOaru
-. Click in LSign inL, then enter your user and pass!ord
2. Click in L&atches ) @pdatesL tab
N. Make a query in the search using the &atch Eumber, in your case -;>;2XXJ, then click in LSearchL
;. Click in the &atch Eame, in this screen you can see details, the do!nload Mutton and more information
J. Click in L8o!nloadL, but before please check the instructions
>. Make a backup in your #est or 8evelopment environment, only if required :Rust in case.
<. Bollo! the nstallation instructions
&lease let us kno! if !e can conclude our !ork on this service request.
Jorge Cifuentes
Create a FR
Cello Kouis?&hilippe,
#hank you for submitting the service request through My Oracle Support.
!as check your information and fortunately you don't need to !ait for =.F.F.--, because there are a B" created for your version,
need the follo!ing information to add this request in the B" -2?2FM\1=C
-. Siebel 7ersion to Me &atched%
2. CO" + S3 + &83%
N. 3pplications Server OS platform and version%
;. 1eb Server OS &latform and 7ersion%
J. 8M 7ersion%
>. 8M &latform+7ersion%
<. Kist all languages implemented%
=. 3ll other \B builds installed%
X. Musiness Case for approval process. *ffect on users, number of production users effected.
-F. mplementation proRect name :maybe !as e$pired.
Many #hanks for your help and comprehension.
(ind "egards,
Jorge Cifuentes
*#G #pdate Re+uest to close
Cello *lmars,
Good day, hope all you been !ell.
Binally !e are certain that this problem !ill be solved in Siebel version =.2.N :Mug-F>F->2F
Vhttp%++bug.oraclecorp.com+pls+bug+!ebbugOedit.editOinfoOtop9rptnoS-F>F->2FW .
'm !ondering if you agree to close this request since development team does not need to keep this case open to continue their
!ork in the M@G.
&lease let me kno! if further information is needed before concluding my assistance on this case.
Jorge Cifuentes
Application Freeze CS,
Ci George,
1e understand that this S" is a follo!?up for S"H N?2J><NN<JN- related to ObRect Manager crashes and this S"H N?2>NXJ>-F--
focus is related to other C# issues. So this Service "equest has been moved to C# area.
1e !ill focus on L3pplication free6es on the outbound users during an outbound call.L since this could be associated to high C&@
too.
So in order to verify this behavior could you please provide the follo!ing information%
-. 1hen you start to see this behavior9 3fter a ne! Siebel Bi$ &ack or \uick Bi$ installation9 3fter a ne! S"B deployment9 3fter
changes on Communications Configuration :.def.9 3fter changes on Siebel *nterprise architecture9 f you can correlate the
beginning of these problems !ith any changes, please detail the changes that have been made.
2. &rovide a copy of your current siebns.dat file located at Siebel Gate!ay "oot BolderT38ME, so can revie! the
*nterprise+Servers+Components parameters.
N. Can you reproduce the behavior on lo!er environment like #est or 8evelopment9 3nd if so could you please details the steps
to reproduce it9 Or the issue is sporadically and you can EO# reproduce and not indicate a scenario that lead to the * free6e9
;. 3bout the behavior s the mouse pointer in an hourglass state9 s there yello! triangle in bottom left hand corner of the *
status bar indicating a Rava script error9 Can nternet *$plorer be minimi6ed and ma$imi6ed 3re there any errors on the screen9
f so can you capture the error message and provide it for revie!9
J. 8oes the hang occur on all machines or Rust some machines9 8oes the hang occur in specific screens, vie!s or applets of the
application9
Bor one incident please provide the follo!ing matching log files%
>. #he SCommOPuser idQ.log !ith debug mode enabled. 0ou should set the follo!ing 4ObRect Manager5 :OM. parameters in
order to enable that%
C# users must relogin in order to changes take effect. &lease refer to 8oc 8 ;<>J>N.- for more details.
<. #he ObRect Manager log correspondent to the userUs Siebel Session !ith the follo!ing event traces log level%
*ventConte$t S ;
ObRMgrKog S J
ObRMgrSqlKog S ;
=.#he !orkstation Sun Java J"* trace you can set it to create log files at ..T8ocuments and SettingsTP@serQT3pplication
8ataTSunTJavaT8eploymentTlog in Control &anelQJavaQ3dvanced tabQ8ebuggingQ*nable #racing and *nable Kog than provide
the .trace files.
X. 3 copy of your current Communications Configuration file :.def.. 0ou can e$port that on Site MapQCommunications
3dministrationQ3ll ConfigurationsQselect your current configuration and click *$port Configuration so can revie! all your
Communications Configuration parameters, &rofiles, Commands and *vents.
SI-*-L .indo)s " I- /
Good day, #hanks for submitting te service request through My Oracle Support.
&lease note that have taken the o!nership of this request ans !ill assist you further in this.
!as reading your information in description and mainf some research on our kno!ledge base !as found some useful
information, could you please check the follo!ing points%
3. "elated to the ssue+Message LCommunication 3gent Component is not initiali6edA Communications #oolbar might not
function correctly.L found this document % &opup error for LCall"&C%VobRect errorWL, LCommunication 3gent Component is not
initiali6edA Communications #oolbar might not function correctlyL :8oc 8 -2><-;2.-.
#here the specialist recommend to check the * setting, particularly %
nternet *$plorerQ #ools Q Options Q Security tab Q Custom
?8isplay video and animation on a !ebpage that does not use e$ternal media player
#hen the erro message on &op?@p LCall"&C%VobRect errorWL, LCommunication 3gent Component is not initiali6edA
Communications #oolbar might not function correctlyL never sho!ed up again.
#o this change you can confirm in the document LSiebel version < ) = settings for nternet *$plorer versions >, < and = :8oc 8
-F>>FJN.-.L making the search for 8isplay video and animation on a !ebpage that does not use e$ternal media player
n #hat document Siebel e$pert doesn't recommend to enable that feature
-. Can you clean the nternet *$plorer :*. cache on your local machine using the follo!ing procedure9
-.-. Close all * session, be sure you have no ie$plore.e$e process running in the #ask Manager.
-.2. Open a * session and go to * menuQ#oolsQnternet OptionsQGeneral tabQSettingsQ7ie! ObRectsQdelete all obRects
starting !ith !ord LSiebelL
-.N. n the same * session go to * menuQ#oolsQnternet OptionsQGeneral tab and click 8elete Biles selecting the option 8elete
all offline content.
-.;. n the same * session go to * menuQ#oolsQnternet OptionsQGeneral tab and click 8elete Cookies
-.J. Close the * session.
2. &lease check this documents LSiebel Support for nternet *$plorer = :*=. :8oc 8 <X>F-J.-.L, please don't omit or skip any
points special the section related !ith 1indo!s < and * =.
N. Other document !hat need your help to check in your environment is this LOracle's Siebel C"M and Microsoft` nternet
*$plorer = Statement of 8irection :8oc 8 =FJNFN.-.L
-n0a0e -1pert Service 2&A,3
Eote that the high level of implementation changes in Siebel 3pplications may make more difficult to troubleshoot a specific
siebel configuration mistake. n such cases, our recommendation is to contact a Siebel Consultant or Siebel *$pert Services in
order to have someone On Site and by this !ay being able to provide a resolution in a timely manner. &lease let us kno! if you
!ould like to engage your #echnical 3ccount Manager :#3M. in order to get this consultant on site.
#echnical Support Scope in regards of Siebel C#, Communication Server ) *mail "esponse, CC3, SmartScript, Mright!are,
SSS*, *mail Marketing Server and C"M 8esktop :8oc 8 X=;F=J.-.
n advance thanks for your understanding
n advance thanks for your comprehension
evelopment .orkin0
Cello Jorge Guilherme ?
Good day and many thanks for your comprehension endurance our assistance, after to made several test and finally confirm the
issue !e have been created a ne! M@G for this particular scenario, follo!ing the details Mug -<N22;J- ? BC"M
&"O8@C# M@G "*\@*S# BO" 3GE %C@S#OM 83#*:O&#0"*7. EO# S37*8 OE 3E8"O8
&robably !e !ill be contacting you in case !e need more information since the behavior !as not reproduced on out test
environment, our focus is on device version :_#* 7X<F., the status is 8evelopment 1orking
Jorge Cifuentes,
Freeze 4an0
Ci 3ntonios,
My name is "ousdem 8Roraev and am assisting the current engineer on this Service "equest.
Mased on the log files, there seem seems to be a connection problem bet!een bro!ser and Siebel server and the issue !ith
J"*Q
Co!ever, in order to troubleshoot this issue further, Can you please also provide us the follo!ing9
? 1hen did you first notice this behavior9 Or !as it due to recent changes in the environment9
? 1hen this happens, ho! do you resolve it9
? 1hat version of Gplus 3dapter !ere you using prior to Gplus <.J upgrade9
? 1hat is e$act version of your Siebel application9 1e need to confirm if you are using supported version of the Gplus adaptor
!ith Siebel application.
? 8oes this happen to all users at the same time9 Or does it happen to random user at different times9
? 8o you have any 1ebserver or any other kind of a load balancers, or fire!alls or any other type of net!ork trafficking soft!are
layer residing bet!een Siebel server and !eb client9 f yes, please retest by bypassing it and let us kno! the outcome.
-nhancement Re+uest
8ear Satyanarayana,
Good day, #hank you for submitting the service request through My Oracle Support.
made some research in our (no!ledge base related your request in My Oracle Support and found a posting !as mentioned a
*nhancement "equest, and unfortunately it isn't schedule for implementation, appreciate if you can check the questions and
ans!er created, the *nhancement "equest process continue !ork in parallel to this request, this issue !ill be fi$ed in a ne! \B
but no! !e don't have a release date, really !ant to help more but unfortunately this process it's out of my hand, our
suggestion is contact your &roduct Marketing to improve the *" process, &lease let me kno! if this is sufficient, or if you need
further clarification, or have further questions.
(ind "egards ) #hanks
Jorge Cifuentes
#na'le to lo0 out from Ava5a phone
Cello 7enkata,
Good day, continue !orking in your request, understand your !ant to kno! if is possible to sett an autologout in 3vaya &hone
!hen the agent close Siebel clicking on D button, for this question !as found a useful document to implement this feature,
please check the follo!ing points%
-. #his issue are related !ith a third party C# 8river parameter, if the 3utoKogoutparameter is set to #"@*, it !ill cause the
agent to be logged out of the 3C8 !hen the Siebel client invokes the Shell@*$it method. #his method gets triggered by any of
the follo!ing events% @ser chooses Bile Q Kog Out. @ser closes the bro!ser by clicking the D in the top right?hand corner of the
bro!ser !indo!. #he bro!ser free6es and the session times out.
3n issue occurs !hen the user logs in after an application bro!ser free6e. n this scenario the user has t!o sessions still alive,
the first from the hung session and the second from the ne! session. 1hen the first hung session times out, the Shell@*$it
method is invoked, causing the agent to be logged out of the 3C8 queue even though there is still an active session.
#o reproduce the behavior%
3gent- starts Mro!ser- on &C-, and the application shuts do!n in an une$pected manner, such as a free6e or hang. 3gent-
starts Mro!ser2 on &C-A this has a reset toolbar issue, so agent selects the menu command and e$its the bro!ser.
EO#*% 1hen an agent logs out of their C# enabled session in an une$pected manner, their active session count is not reset.
#his can mean that their Ma$Comm#oolbar parameter could be e$ceeded. f this is the case, the ne$t time the agent logs into the
application the C# toolbar !ill not appear and they must invoke the "eset 3ctive Session Count command from the application
menu.
Bor more information on the "eset 3ctive Session Count, refer to Siebel Mookshelf Q Siebel Communications Server
3dministration Guide Q Configuring Session Communications Q Creating or Modifying a Communications Configuration Q
&arameters for Communications Configurations.
3utoKogin. Specifies !hether autologin is the global default setting for all agents in the communications configuration, or !hether
agents can set autologin% f 3utoKogin is set to #"@*, then autologin is in effect for all agents. f 3utoKogin is set to B3KS*, then
autologin is disabled for all agents. f the parameter is not defined, the default setting is B3KS*. f 3utoKogin is set to
@ser&reference, then autologin is determined by the autologin setting :3uto Kogin to Call Center at Startup. in the agent's @ser
&references screen :Communications options.. f 3utoKogin is either #"@* or B3KS*, then agents cannot set the preference
3uto Kogin to Call Center at Startup.
3utoKoginCmd. Specifies !hich communications command for logging in is e$ecuted for each user's session, if 3utoKogin is set
to #"@*
More 8etails%
&reference Settings for Communications
http%++do!nload.oracle.com+docs+cd+*-;FF;OF-+books+CommSrv3dm+CommSrv3dmOOps@sersJ.htmlH!p-FF;=;-
Configuring Communications Kog n and Kog
Outhttp%++do!nload.oracle.com+docs+cd+*-;FF;OF-+books+CommSrv3dm+CommSrv3dmO3dvConfig-N.htmlH!p-FFJJ>=
3gent- starts Mro!serN on &C-A this !orks correctly and the agent uses it successfully for a period of time, such as -J minutes.
3gent- !ill find the user session on Mro!serN on &C- !ill be automatically logged out of the Comm #oolbar and phone after -J
minutes.
#o avoid this behavior, you can implement 3utoKogout !ith server script. #he idea is to over!rite the ServiceO&renvokeMethod
function for Musiness Service Communications Client at server side. #hen modify Shell@*$it, since this is the last function
triggered !hen the agent session logs out.
#his !orkaround is applicable for the follo!ing releases and is also documented in Siebel Mookshelf version <.< and higherQ
Siebel Communications Server 3dministration Guide Q 3dvanced Communications Configuration Q Configuring Communications
Kogin and Kogout Q Configuring 3utomatic Kogout @sing Server Script%
<.F.;.NF2 and higher <.J.$<.<.$<.=.$=.F.$=.-.$
#pdate Version " to / Custom
Cello Marlinda,
Good day, my apologies for the delay and #hank you for submitting the service request through My Oracle Support.
#his kind of issues are provoked usually because there are a lot of change bet!een both Siebel version mentioned before, is a
big leap to move to Siebel =.- from Siebel <.J.N, in this migration our recommendation is compare your original parameters those
that come from the version <.J.N !ith the bookshelf for version =.-, our suggestion are related to identify the root cause for any
errors, most likely the root cause comes from the original parameter, !ich have changed in version =.-.
@nfortunate this kind of procedure are out of our hand, because our position as !e can only provide support for a specific issues,
errors, and in your case your environment contains too much customi6ations.

0ou may also consider consulting Siebel *$pert Services through your #echnical 3ccount Manager:#3M. to revie! your
configuration changes for performance tuning since a design decision is normally beyond the scope of Siebel #echnical Support,
you may consider consulting Siebel *$pert Services through your #echnical 3ccount Manager:#3M.&lease consider to check the
follo!ing document !here is e$plaining in detail our scope L#echnical Support Scope in regards of Siebel C#, Communication
Server ) *mail "esponse, CC3, SmartScript, Mright!are, SSS*, *mail Marketing Server and C"M 8esktop :8oc 8 X=;F=J.-.L
Many #hanks for your comprehension and patience.
(ind "egards ) #hanksa
Jorge Cifuentes
C&I Freeze
Cello 7ineeth,
Good day, continue !orking in your request, unfortunately the Kogs !eren't added, at any rate checking your information sa!
your ans!ers and 'd like to being some suggestions, please check the follo!ing points%
-. Bor Scomm, is possible increase debug level to ;9 to continue our assistance !e need the logs and Rava logs.
2. n your 8*B file Rust appear the parameter for &ush(eep3live, but nothing about ChannelClean@p and Koad Malanced
N. Could you please specify your Siebel server version and 1orkstation environment like * version, J"* version, Operating
System version
;. "elated to this message
73E8*"O<XJF<V--+F;+2F-F F<%J<%N-%=><W%EBO%3bout to invoke Shell@*$it because it has been N>N seconds since the last
successful push message sent to bro!ser. #his e$ceeds the ChannelCleanup#imer value N>F seconds. Mro!ser is most likely
fro6en. 3ccumulated#imeSF, Cmd#imeSF
1e kno! the specific message LEBO%3bout to invoke Shell@*$it because it has been N>N seconds since the last successful
push message sent to bro!ser. #his e$ceeds the ChannelCleanup#imer value N>F seconds. Mro!ser is most likely fro6en.
3ccumulated#imeSF, Cmd#imeSFL are related !ith &ush(eep3live, ChannelClean@p and Koad Malancer configuration :#he last
is your Nrd party server., could you please check the follo!ing documents and compare !ith your environment setting.
:-%N<%N- &M. ale$andre.prisaRniGoracle.com% al!ays remember , the starting point for (&3 !e recommend >F
:-%N<%J< &M. ale$andre.prisaRniGoracle.com% and ChannelCleanup #imer ? at least 2?N times better
:-%N=%FX &M. ale$andre.prisaRniGoracle.com% mean larger
:-%N=%N2 &M. Rorge.cifuentes% e$celent thougth the same...this setting provoke free6e rigth...
:-%N=%;N &M. ale$andre.prisaRniGoracle.com% of course
:-%N=%;X &M. Rorge.cifuentes% any other problems could be provoked by this kind of settings99
:-%NX%N- &M. ale$andre.prisaRniGoracle.com% it's Rust totally incorrect, as (&3 should be 2?N times lo!er than Channel Cleanup
:-%NX%JX &M. Rorge.cifuentes%
VConfiguration &arametersW
ChannelCleanup#imer S L-=FL
...
V&rofile%&ush (eep 3liveW
&ush(eep3live#imer S L>FL
:-%;F%F2 &M. Rorge.cifuentes% this is correct9
:-%;F%2= &M. ale$andre.prisaRniGoracle.com% yes , perfect
C# &ush failure :8oc 8 JF2=FN.-.
Co! Can 0ou @se the ChannelCleanup#imer &arameter #o Manage C# 8angling Sessions9 :8oc 8 ;<<J;-.-.
C# #oolbar free6e using Koad Malancer for 1eb Servers :8oc 8 J-<2<>.-.
C# #oolbar partly diabled ? non functional !hen using Dp S&2 :8oc 8 J->=N<.-.
Mut at any rate !e need the logs.
Many #hanks,
Jorge Cifuentes
Other cases
Cere is Marcos Shimada helping Jorge Cifuentes. &lease notice that the C# push connection failure that seems that you are
usually cause by Koad Malancer in front of the 1eb Servers, to the Koad Malancer bet!een the user * and the 1eb Servers. 3s
you do not see the error LB3#3K%@nable to fire event to Java toolbarL this is EO# related to the Koad Malancer for the Siebel
ObRect Manager bet!een the 1eb Server and the Siebel Servers. So Conndle#ime or Koad Malancer iddle timeout for the Siebel
Servers :ObRect Manager. is EO# relevant here.
Our main concern is the connection bet!een the users !orkstation to the 1eb Servers, and usually there is a Koad Malancer for
the 1eb Servers and !e need to check out the idle timeout for this KM for the 1eb Server and have it set to much higher than
&ush (eep 3live 8river #imer.
On the other hand there is a kno! issue reported that affects Siebel =.F.F.J, please check C# #oolbar free6e+ stop responding
:8oc 8 <XXF=N.-., it indicates that there is a \@ick Bi$ available for =.F.F.J =.F.F.J V2F;2FW\uick Bi$ FJ<J &atch Eumber%
=N<;<X2.
So !e recommend for you to apply this \uick Bi$, :al!ays test it on 8ev, #est environment first. to avoid this kno! issue that
could be one of the reasons for the C# push connection failure besides Koad Malancers on your Siebel version.
Other
-. 1e undertsand in this point the problem not is ony !ith your * Setting, that is the reason to check the documents mentioned
in my last activity.
2. #he log messase mentioned LEBO%3bout to invoke Shell@*$it because it has been ;N> seconds since the last successful
push message sent to bro!ser. #his e$ceeds the ChannelCleanup#imer value N>F seconds.L is directly related to the
configuratiuon to check !ith the documents, if you can see the message LChannelCleanup#imer value N>F L is your
ChanelClean@p configuration but you need to check all other setting related like &ush (eep 3live Setting parameters and Koad
Malancer setting.
Suggestions, please check this options%
t !as the Cisco Koad Malancer :CSS. configuration issue bet!een the 1eb and 3pplication tier !hich !as causing the issue. in
our e$perience other clients !as increased the timeout value from J min to -2 hours on CSS to be sure :that sessions !ere not
getting killed. and this resolved the issue.
&lease check my other activitys in this request.
Our attention no! is in this points, please check in detail the documentation and confirm !ith your setting.
OR
One of the option !ould be to increase the idle timeout, since for Cisco KM for e$ample !e no! that customer has it set to
several hours :there are some customer that set it to -2 hours. and &ush (eep 3liver #imer S -=Fs.
Eotice that this must the the Koad Malancer in front of the 1eb Servers and this should be increase for the C##& port you are
using, usually =F.
#hank you for the update, C# has a &ing &ong like communication bet!een the Siebel ObRect manager and client bro!ser. 3
message !ill be sent to the bro!ser from the OM via the 1eb Server. #he bro!ser !ill then send back an ackno!ledgment that
it received these messages and for the OM to send up any more it might have !aiting. #he communication packets !ill take the
follo!ing route%
CSM ??Q OM ??Q 1eb Server ??Q Koad Malancer+&ro$y+Bire!all ??Q Mro!ser
Mro!ser ??Q Koad Malancer+&ro$y+Bire!all ??Q 1eb Server ??Q OM ??Q CSM
3 push message failure occurs !hen either a message being sent to the bro!ser or an ackno!ledgment coming back is lost. 1e
have seen many problems before !ith regards to C# sessions being timed out by third party load balancers and causing these
packets to be dropped.
#o troubleshoot the issue !e need the follo!ing%
-. OM logging as per 8oc 8 ;<<=X<.- on MetaKink9
2. Scomm logging as 8oc 8 ;<>J>N.- on MetaKink
N. Client side Java logging also per 8oc 8 ;<>J>N.- on MetaKink
;. 8ocument ;<<-=J.- LCo! #o #urn @p Kogging on the Siebel 1eb Server *$tension in Siebel 7ersions <.$ and =.$
1ith these log files !e can trace the push messages from the CSM to the bro!ser. 1e can then identify !here the packet is
being lost. Co!ever, it !ould appear from the initial analysis that they are being dropped+blocked+timed out byt the load balancer.
1e !ould generally recommend implementing the &ush (eep 3live 8river. #his needs to be set at a value less than 3E0 other
timeout on any component in your net!ork i.e. the load balancer.
1hat time outs on the Cisco load balancer do you have set and !hat are their values9
Other
f you still have issues, !e recommend to have one or t!o users trying to bypass the KM if possible and verify if they have the
problem so this !ould indicate some issue !ith KM dropping the connection and for us !e !ould need the follo!ing for one
incident%
Set Local client or &hink Client
N.-. #he Siebel ObRect Manager log !ith 3KK event trace log level S J9 Of as you can reproduce from a Siebel 8edicated Client
the siebel.log !ith the 1indo!s *nvironment variable S*M*KOKOGO*7*E#SSJ.
N.2. #he Sun Java J"* traces you can set it to create log files at ..T8ocuments and SettingsTP@serQT3pplication
8ataTSunTJavaT8eploymentTlog in Control &anelQJavaQ3dvanced tabQ8ebuggingQ*nable #racing and *nable Kog, provide the
.trace and .log files.
N.N. #he Siebel Client Side log as indicated in MookshelfQ Siebel System Monitoring and 8iagnostics Guide Q Configuring Client?
Side Kogging for Siebel 3pplications "unning in Cigh?nteractivity Mode Q &rocess of Configuring Client?Side Kogging for Cigh?
nteractivity 3pplications Q Configuring Client @ser *nvironment 7ariables for Client?Side Kogging for Cigh?nteractivity
3pplications at http%++do!nload.oracle.com+docs+cd+M;FFXXOF2+books+Sys8iag+Sys8iagClientSideKogging--.html.
License
8ear "obert,
Good day, hope all you doing !ell, !orking in your request !e have some suggestions, let me e$plain before, usually missing
vie!s for particular features is related to Kicense (eys controls the access to a vie! for a particular Module+Beature.
Suggestions%
Cold you please try to use the 3KK?nclusive temporary license keys and try the SmartScript vie!s again, if you can see all the
features after use the 3KK?nclusive temporary license keys the issue are related !ith your original Kicense don not license for
SmartScript, in that case you need to contact an Oracle Sales representative to get the licenses for SmartScript.
3ll?nclusive temporary license keys can be found at http%++!!!.oracle.com+us+support+licensecodes+siebel+inde$.html. #his site
is visible for e$ternal customers.
AVA6A Cannot lo0 in to Ava5a AIC thru Sie'el C&I tool'ar
Cello Bica,
Good day, #hanks for your last update, !ell the first information !e got !as poor in content that is the reason to my request, at
any rate found the issue, please check the follo!ing points and e$planation%
-. 1e made a lot of research in your files and additional comments but !e can't see any issue related to Siebel Side, made
some search to trace the evento for C# #oobar Mutton checking the string LMegin invoking Pname of the Communications
Command associated to the buttonQL, for this string the default commands are SignOnGroup for login, Consultative#ranferGroup
for consultn tranfer, etc, please check this e$tract from SCommOCMS#*M&-.log%
CMS#*M&-O-2J=2X22-2+-N+2F-F -J%;>%F=%=>2%8*M@G%Megin invoking SignOnGroup in Comm. Client Svc.
CMS#*M&-O-2J=2X22-2+-N+2F-F -J%;>%-N%-;N%8*M@G%Megin invoking SignOnGroup in Comm. Client Svc.
CMS#*M&-O-2J=2X22-2+-N+2F-F -J%;>%->%-XF%8*M@G%Megin invoking SignOnGroup in Comm. Client Svc.
CMS#*M&-O-2J=2X22-2+-N+2F-F -J%;>%2F%N>-%8*M@G%Megin invoking SignOnGroup in Comm. Client Svc.
CMS#*M&-O-2J=2X22-2+-N+2F-F -J%;>%2-%<2-%8*M@G%Megin invoking SignOnGroup in Comm. Client Svc.
CMS#*M&-O-2J=2X22-2+-N+2F-F -J%;>%2N%-=X%8*M@G%Megin invoking SignOnGroup in Comm. Client Svc.
CMS#*M&-O-2J=2X22-2+-N+2F-F -J%;>%2J%=<<%8*M@G%Megin invoking SignOnGroup in Comm. Client Svc.
CMS#*M&-O-2J=2X22-2+-N+2F-F -J%;>%2<%<J2%8*M@G%Megin invoking SignOnGroup in Comm. Client Svc.
CMS#*M&-O-2J=2X22-2+-N+2F-F -J%;>%2=%>;2%8*M@G%Megin invoking SignOnGroup in Comm. Client Svc.
CMS#*M&-O-2J=2X22-2+-N+2F-F -J%;>%2X%X<-%8*M@G%Megin invoking SignOnGroup in Comm. Client Svc.
CMS#*M&-O-2J=2X22-2+-N+2F-F -J%;>%N2%>;2%8*M@G%Megin invoking SignOnGroup in Comm. Client Svc.
CMS#*M&-O-2J=2X22-2+-N+2F-F -J%;>%N>%>=X%8*M@G%Megin invoking SignOnGroup in Comm. Client Svc.
CMS#*M&-O-2J=2X22-2+-N+2F-F -J%;>%N=%>--%8*M@G%Megin invoking SignOnGroup in Comm. Client Svc.
CMS#*M&-O-2J=2X22-2+-N+2F-F -J%;>%;N%=>-%8*M@G%Megin invoking SignOnGroup in Comm. Client Svc.
CMS#*M&-O-2J=2X22-2+-N+2F-F -J%;>%;>%J-<%8*M@G%Megin invoking SignOnGroup in Comm. Client Svc.
CMS#*M&-O-2J=2X22-2+-N+2F-F -J%;>%;=%<N>%8*M@G%Megin invoking SignOnGroup in Comm. Client Svc.
CMS#*M&-O-2J=2X22-2+-N+2F-F -J%;>%J2%;NX%8*M@G%Megin invoking SignOnGroup in Comm. Client Svc.
#his appear several times because you !as clicked several times. case that for each attempt above !e send the login
command to the 3vaya 8river%
CMS#*M&-O-2J=2X22-2+-N+2F-F -J%;>%J2%;NX%8*M@G%Megin invoking communication Command:SignOnGroup.
CMS#*M&-O-2J=2X22-2+-N+2F-F -J%;>%J2%;NX%8*M@G%Meing invoking nvokeCommand in Comm. Server Svc.
SComm-2+-N+2F-F -J%;>%J2%;NX%8*M@G%@ser:CMS#*M&-. invokes method:nvokeCommand.
SComm-2+-N+2F-F -J%;>%J2%;NX%8*M@G%Meing invoking media manager method:nvokeCommand., input args S
8river&rofile8 S
String&aram S
8ataSet S 2H;-HNH--H8estination<H3gent8-NHSiebel7ie!Mmk-XHNH;H=FF<>Hic2F---H
8eviceCommand S Kogin
3ttachConte$t S F
n our e$perience and confirm this !ith our e$perts, the problem is that 3vaya should send the event immediately like agent
logged or something similar but after several minutes he only send%
CMS#*M&-O-2J=2X22-2+-N+2F-F -J%;<%-F%<F;%8*M@G%Start processing async S"M event for user CMS#*M&-, key S -XcF^
;dFJcf2f^F, method S &ostMatchSCMessage, message S
Method S &ostMatchSCMessage
Child property set, type S b
Method S Clean3ll1orktem
Media#ype S 7oice
Media&rofile S 3C8 &rofile
Media&rofile8 S -?N_CE
c
Method S CacheCommandnformation
CommandEames S -HJHKogin
CommandStatuses S -H2
&rofile8 S -?N_CE
Command8escriptions S -HJHKogin
c
Method S Sho!Status#e$t
#e$t S Communications toolbar is disabled in this sessiona
c
Method S CacheCommandnformation
CommandEames S -HJHKogin
CommandStatuses S -HF
&rofile8 S -?N_CE
Command8escriptions S -HJHKogin
c
Child property set, type S b #his message comes from the 3vaya dll :driver. and related to
3vaya setup
Method S Candle*rror
&rofile8 S -?N_CE
8river#rack8 S
*rror S *rror% Kogin failed #his message comes from the 3vaya dll :driver. and related to
3vaya setup
c
Suggestions%
-. Could you please try to login into 3vaya outside of Siebel9
2. Could you please engage the 3vaya Support #eam in this case9, this part maybe solve the root cause more quickly.
Jorge Cifuentes
Custom C&I &ool'ar
revie!ed the Siebel C# #oolbar and in fact the standard Siebel C# #oolbar icons have all the same color tone.
!ould recommend to change the Siebel C# #oolbar icons to use very distinctive color tones and also you can totally change
the icon itself, not only the colors of it.
&lease refer to MookshelfQSiebel Communications Server 3dministration Guide Q Configuring @ser nterface *lements Q 3bout
Communications #oolbar Configuration Q Communications #oolbar Commands and Mitmaps at
http%++do!nload.oracle.com+docs+cd+*-;FF;OF-+books+CommSrv3dm+CommSrv3dmOConfig@;.htmlH!p-FFJFX-.
recommend revie!ing the !hole first t!o chapter of section Configuring @ser nterface *lements called 3bout Communications
#oolbar Configuration and Modifying the Communications #oolbar .
A#&O7Close
Cello Siddarth,
Cope all you been !ell, Could you please bring me a schedule to kno! !hen !e can to close this request or the death line in to
test, "elated your question :changing the class of the relevant applet could adversely affect the functionality. unfortunately !e
don't have a document or the e$perience to ans!er this question, our suggestion is to test first in your 8*7 environment and
engage the Oracle *$pert Service to understand the steps to follo!, 'll out of office until Jan -<th many thanksa
3run (umar,
1e have been !aiting for updates related to this service request for a month.
f this is still an issue, !e are more than glad to continue our investigation but if you do not see this kind of occurrence !e need
to proceed !ith our policies and one of them states that !e cannot keep a service request !ithout updates for more than a
month.
f a service request is not updated !ith relevant information that allo!s our investigation to continue, the same has its status
being changed to 3uto?Close. #his !ill still allo! you to update it for 2 additional !eeks and then the service request status !ill
be changed to Close nitiated, allo!ing the analyst to close it at any time.
#his *ventCandler is not triggered because the fields L C"MOC3M&3GEO8 L and 4C"MOC3M&OCOEO8 4 do not e$ist in the
call data associated !ith this event. *ither is necessary to create a Ee! *ventCandler or add the L C"MOC3M&3GEO8 L and
4C"MOC3M&OCOEO8 4 fields to the call data. 3lso that those fields are attached to the Call ObRect by either the middle!are or
S!itch. !ould recommend them to ask S!itch+Middle!are administrator !hy this field is not attached. 3nother possible
suggestion is Rust to remove the filter parameters completely or change the filter fields.
&lease note that the call data fields may have different names on different event, for e$ample the callers number is stored in the
L3EL field on the #pans!ered event but is stored in the Lcalled&artyL field on the Op3ns!ered event.
#he specific error message %
(K@C3SO-F;=JX22F-+2;+2F-- ->%NN%F<%;>=%8*M@G%Bound no matching *ventCandler
#his !as happening because the conditions configured in the event handler did not match !ith call data. Most likely these !ere
not attached to the call.
Bilter.C"MOC3M&3GEO8 S L9[L
Bilter.C"MOC3M&OCOEO8 S L9[L
3lso since this !as customi6ed by Genesys, our suggestion is take contact !ith Genesys support or vendor and engage to this
particular customi6ation.
FRO, SR 87/9:8;<9=: &he user loses the C&I connection
#hus from the above logs it seems that the above Rava.lang.Eull&ointer*$ception is causing the#oolbar to grey out.
Can you test out !ith a different J"* version and let us kno! the results9
3lso from the attached def file, could see the follo!ing %
V*ventCandler%3gentEot"eadyW
8evice*vent S L*vent3gentEot"eadyL
"esponse S LOn3gentEot"eadyL
Order S L2L
V*vent"esponse%On3gentEot"eadyW
ServiceMethod S LC"M# C# #raffic Kight.C"M#OSet3ttributeL
Service&aram.1orkMode S LFL
Can you reproduce the issue again and could you please verify+provide the follo!ing for one incident indicating the
#M*S#3M&9
-. Capture the detailed SComm logs !ith logging enabled at both Communication Session Manager Kevel, and ObRect Manager
level.
a. #he SCommOPuser idQ.log should be !ith debug mode enable.
b. #o enable the SComm.log debug mode, please set the follo!ing parameters for the ObRect Manager Component and the
Communications Session Manager Component%
LKog 8ebug MessageLS#"@*
LKog BileLSSComm.log
2. Java Console Kog ? #he nternet *$plorer Java Console log file. 0ou can enable that on *Q#ools MenuQSun Java Console for
Sun Java or *Q7ie! MenuQJava Console for MS Java.
N. #he C# 8river log files for the same period, usually you can enable that on Site MapQCommunications
3dministrationQCommunications 8rivers and &rofilesQ &rofiles #abQ&rofile &arameter Overrides applet set the driver parameters
related to debug messages. &lease refer to the C# 8river documentation for details.
&lease indicate the brand and version of C# middle!are you are using9
&lease refer to B3\ -J>> Y 4Co! Can @sers 3ctivate 8ebug Kevel of Kog Messages 1hen @sing C# Bunctionality9 :8oc 8
;<>J>N.-.5 on MetalinkN to enable the above detailed logs.
;. Siebel 1eb Server *$tension log !ith details.
&lease refer to B3\ 2--< Y 4Co! to #urn up Kogging on the Siebel 1eb Server *$tension in Siebel 7ersions <.$ and =.$9 :8oc
8 ;<<-=J.-.5on MetalinkN to enable detailed logging.
1e need the S1S* log for all 1eb Servers covering the period for the incident. !ant to verify if the push message reach the
Siebel 1eb Server
J. 7erify if you have any other devices bet!een the user's Mro!ser and the 1eb Server like &ro$y Servers or Bire!alls and if so
confirm the idle timeout setting for this devices.
really need matching Java Console, S1S* log details and SComm.log :!ith 8*M@G mode enabled. and C# driver logs for
one incident to trace the C# push messages.
Could you please provide the log files for an incident indicating the #imestamp and make sure all the log files cover the same
period9
3lso please clarify the follo!ing%
1hen the the user loses the C# connection
8oes the C# #oolbar get disabled or the C# button does not function properly9
8o the agents encounter any hangs !ith the toolbar or Siebel session itself9
-. &lease confirm the idle timeout for the C##& port you are using. f you have a load balancer on the 1eb or Siebel Server, then
!hat is the connection timeout value there9
2. &lease confirm if you have any device bet!een the user's Mro!ser and the 1eb Servers like Koad Malancer+&ro$y+Bire!all9
3nd is so confirm the idle timeout for the C##& port you are using.
Can you to a test bypassing these devices and see if you can reproduce the issue9
N. 3re you using a distributed environment9 Cho! many servers, ho! many Comm. Session Manager Components are enabled
in the environment9 3re all the components on a single server or are running on different servers9
;. 1hat is the connection #imeout value on the 1eb Server9
J. 1hat is the connection timeout value on the Siebel 1eb Server *$tension :eapps.cfg.9
3lso from the def file notice that you have
Ma$Comm#oolbars S L-FFFL
Can you please modify this parameter to a lo!er value like bet!een -? -F9
Kook for!ard to your response.
&lease feel free to update the Service "equest if you have any additional information or questions.
Cere is Marcos helping Jorge the S" on!er.
Brom your uagent.cfg !e notice that CommKocal8river S #"@*, in this configuration the Genesys C# 8river must be installed
and configure properly on the local machine too. Mased on the SComm.log !e could instantiate the Genesys C# 8river 8KKs,
but they are not responding, for e$ample after instantiate it the C# 8river should send a event enabled the initial device
commands :like MakeCall or Kogin C# device command. that !ould consequently enable some Siebel C# #Oolbar buttons. Mut
this is not happening, so it seems a communication problem bet!een the C# 8river on local machine and the Genesys Server.
!ould recommend to verify !ith Genesys !hat could be causing this issue.
Mased on the log the Gplys 8river started, but after that !e do not see anything, like if it !as dead, no errors and not enabling
any Gplus 8river device command, so the button !ill be disabled.
SM3E303#VFN+2X+2F-- -2%J>%2X%>J=W%EBO%Communication driver:GenComm8rv. channel?string:G&lus C# 8river. channel?
type:7oice. channel?type?locale:7oice. profile8:-&?*C. is successfully loaded and started.
Eo! you could change the parameter bello! in uagent.cfg to use the Siebel Server infrastructure that is !orking from your test
changing the follo!ing%
VCommunicationW
Comm*nable S #"@*
CommSimulate S B3KS*
CommKocal8river S #"@* PSSS #his indicates that Genesys Gplus 8"7* M@S# M* ES#3KK*8 OE the client
machine.
CommKog8ebug S #"@*
Comm"eleaseKogCandle S #"@*
CommConfigManager S B3KS*
Comm"eq#imeout S >FF
CommKogBile S SComm.log
CommKocal8river S B3KS* indicates that it should use a remote CommSessionMgr component in a Sebel Server.
0ou also need to modify in uagent.cfg the follo!ing parameter%
VnfraObRMgrW
"equestServerEame S PSiebel Sever !here the CommSessionmgr is runningQ
SmartScript
!as check your information related to this case, if understand you are trying to launch a SmartScript question but !hen you try
to load the 7ie! nothing appear :blank maybe., and this is a normal vie!, !ell !e need more information to help you on this
situation, to help us diagnose the behavior you are e$periencing, !e !ould appreciate very much if you could provide the
follo!ing information%
a. ho! do you navigate to this vie!
b. !hich application config file they are using9 :for e$ample uagent.cfg, fins.cfg, scomm,cfg etc.
c. Could you please describe the sequence of this event9 :&lease in detail to try to reproduce in my environment.
d. Could you please clarify and specifically !hat is !rong, !hat is !orking and !hat doesn't !ork9 :Bor *$ample it's !orking in
e. is this happen to all users+!orkstations or Rust some of them sho! this behavior9 n case Rust some of them do you see any
f. 1hen did you start to see this behavior9 3fter a Siebel Bi$ &ack or \uick Bi$ install9 3ny changes in the nternet *$plorer
g. 1as it !orking before9 :0es it !as !orking before, or not never !orks, etc.
h. Could you please add a print screen !ith the error and a !ebe$ session, in order to e$pedite the investigation process, please
-N-NJ2F.- ? Master nde$ for Siebel Smartscript &roduct 3rea
-N-2X><.- ? nvoking, Starting, Stopping, Cancelling, and "esuming SmartScripts
-JF-FNN.- ? "un SmartScript from a Mutton
&lease all these points are very important to help to you, please do not mot or skip any item.
Jorge Cifuentes,
Cello 8eepak ?
Good day, thanks for your feedback.
8eepak !hat you're requesting is not related to the main issue this S" !as created for. &er Oracle &olicy *ngineers must attend
Rust one issue per S", so created S" N?>2X<XJN-;- on your behalf to handle this ne! request, the S" is already assigned to
myself and 'm !orking on it.
Could you please confirm if !e can close this S" and continue !orking in the ne! one, in advance many thanks for your
comprehension and patience.
Jorge Cifuentes,
F#SIO>
Cello 8orian ?
!as check your information related to the error message LBailed to login using given user info. &lease re?enter your user info
and try again.L
#o help us diagnose the behavior you are e$periencing, !e !ould appreciate very much if you could provide the follo!ing
information%
-. Sever application detail :&OOK, C"M Come &age @.
2. General Kog file, LCo! #o Gather Kog Biles Bor C"M Bor Microsoft Outlook 1hen 3 &roblem Occurs. :8oc 8 -N;-J=J.-.L
N. Could you please upload the Kog folder in a _& file, C%T@sersT0O@"O@S*"O3CCO@E#T3pp8ataT"oamingTOracleTOracle
Busion C"M for Microsoft OutlookT&rofileT all folder in Kogs folder, more infor please refer 8oc L1hat type of diagnostic
information is generated by C"M for Microsoft Outlook9 :8oc 8 -NN-X-2.-.L
;. Could you please confirm if C"M Bor Microsoft Outlook !eb services are available9 please follo! the 8oc LCo! to verify the
services required by C"M for Microsoft Outlook are available9 :8oc 8 -N2JF2F.-.L
&lease revie!
? #roubleshooting Oracle Busion C"M Bor Microsoft Outlook login+connectivity issues :8oc 8 -N2=;<>.-.
? Co! to determine the connection information for Oracle Busion C"M for Microsoft Outlook for Saas and On8emand Customers
:8oc 8 -;JJ><F.-.
Jorge Cifuentes,
Oracle Busion C"M for Microsoft Outlook \uick Start Guide :8oc 8 -;X2;JN.-.
&lease revie! the follo!ing documents%
Bor #roubleshooting please refer
? Busion 3pplications #roubleshooting Overvie! Master Eote :8oc 8 -FX.-.
Bor implementation please refer%
? Busion C"M mplementation Eotes :8oc 8 -;=2>X>.-.
:8oc 8 -;JJ><F.-.
Connectivity
:8oc 8 -;JJ><F.-.
? Co! to verify the services required by C"M for Microsoft Outlook are available9 :8oc 8 -N2JF2F.-.
nstallation
? Oracle Busion C"M for Microsoft Outlook \uick Start Guide :8oc 8 -;X2;JN.-.
-. tested the link for your environment Lhttps%++crm?
llfsnX$utf.oracleoutsourcing.com+outlook*ditionConnector+Outlook"equestCandlerService91S8KL and !orks as e$pected.
2. #he issue described is usually caused by
a. nvalid certificate, this point are related to the point number -, please check in detail the 8ocument LCo! to verify the
services required by C"M for Microsoft Outlook are available9 :8oc 8 -N2JF2F.-.L
b. *$pired certificate, please check date
c. ncorrect time 6one on client !orkstation
d. ncorrect 8aylight savings time on &C, sometimes the 8aylight has not been selected
e. ncorrect time on !orkstation, five minutes apart+different bet!een 1orkstation and Server cause this behavior.
f. ncorrect time on server
3dditionally please check the Oracle 8ocument%
? Busion C"M mplementation Eotes :8oc 8 -;=2>X>.-.
ROL-S
Cello 3mbarish ?
!as check your information related to this service request and have some points to share !ith you, please check in detail the
follo!ing points%
3 Busion user must be created !hich has either Sales "epresentative or Sales Manager Rob role: 3dditionally need the roles
"esource and *mployee.. Out?of?the?bo$ the Sales "ep and Sales Manager Rob roles are mapped to the required C"M for
Microsoft Outlook duty roles. EMa 3 Sales 3dministrator may e$ecute the C"M Bor Microsoft Outlook Bunctional Setup Manager
:BSM. #asks but this user cannot be setup as a C"M for Microsoft Outlook user.
#he user that is setup for C"M Bor Microsoft Outlook must have either Sales "epresentative or Sales Manager "ole. #his user
must not have both, it must also not have Sales 3dministrator Rob role. #he recommendation is to begin !ith a user !ith
*mployee, "esource and either Sales "ep or Sales Manager Rob role. t may need necessary to add additional Rob roles as
required e.g. Sales Kead \ualifier. #his is supported as it is a valid use case. Co!ever granting both Sales "ep and Sales
3dministrator Rob roles to a single user is not.
for more details please refer%
? Couldn't Creating Ee! 8eployment &ackage :for Outlook ntegration. :8oc 8 -;XJ222.-.
? Oracle Busion C"M for Microsoft Outlook \uick Start Guide :8oc 8 -;X2;JN.-.
? Oracle Busion C"M Security Concepts :8oc 8 -JF>;F<.-.
? Co! to associate a ne! Client 8eployment &ackage to the seeded Sales "ep and Sales Manager Job "oles :8oc 8
-JF-=X2.-.
? B@SOE C"M O@#KOO( E#*G"3#OE BO" S3K*S 3CCO@E#S :8oc 8 -;;2XJJ.-.
? mplement Bunction Security Controls B3\s
https%++fusionhelp.oracle.com+help&ortal+faces+3tkCelp&ortalMain9OafrKoopS2FX=2;;->=X<JJ22)Oafr1indo!ModeSF)Oadf.ctrl?
stateS$rg!NlukXO;
Jorge Cifuentes,
Fusion Outlook%
http%++!!!.oracle.com+technet!ork+fusion?apps+salesguide?-J<XNXF.pdf
Supported Soft!are for Oracle Busion C"M for Microsoft Outlook%
*$plained
Mefore using the Oracle Busion C"M for Microsoft Outlook application, several setup tasks must be performed. One of these
tasks is to verify each user's computer has the necessary supported soft!are prior to installing C"M for Microsoft Outlook.
Supported Client Computer Operating Systems #he follo!ing are the supported client computer operating systems%
d Microsoft 1indo!s D& S&N :N2 bit. and higher
d Microsoft 7ista S&- :N2 and >; bit. and higher
d Microsoft 1indo!s < and higher
Microsoft Office 7ersions Supported
#he follo!ing are the supported Microsoft Office versions%
d 2FF< S&2 and higher
d 2F-F and higher
Fusion ,o'ile
http%++docs.oracle.com+cd+*N<F-<OF-+doc.---J+e22JX>.pdf
B3\s for 3dminister Mobile Sales
1hat are the supported platforms for Oracle Busion Mobile Sales9
#he Oracle Busion Mobile Sales client is supported on the follo!ing 3pple and Mlackberry platforms and devices%
d #he 3pple mobile operating system, iOS ;.N and above
d #he follo!ing 3pple mobile devices% i&hone ;, i&hone NGS, i&hone NG, i&od #ouch
d #he Mlackberry mobile operating systems, J.F and >.F
d #he follo!ing Mlackberry models% X=FF, XNFF, =XFF, =JFF, XFFF, X>JF, X<FF, XJNF, XJJF
How do I install the Oracle Fusion Mobile Sales iPhone application?
@sing your i&hone, log onto i#unes and access the 3pp Store. Search for theOracle Busion Mobile Sales application and
do!nload. *nter your username, pass!ord, and the Oracle Busion C"M server details to sign into the client.
1hen you enter the Oracle Busion C"M server details, you !ill need to enter the C"M server location ? this !ill be the same
location as the deployed Oracle Busion Sales application, for e$ample, crm?sales.mycompany.com.
How can I navigate within the Oracle Fusion Mobile Sales client?
On both the 3pple i&hone and Mlackberry mobile devices, touching on any icon on the home page sho!s a list of items. Bor
e$ample, pressing Opportunities retrieves a list of your open opportunities. 0ou can vie! details by touching any item in the list
vie!. 3dditionally, you can scroll up!ard in list vie! to obtain a search bo$ to search for items on the client application. Bor quick
and easy access to conte$tual actions, you can press and hold any list item to reveal available conte$tual actions.
On the 3pple i&hone, you can touch the #itle bar, !hich returns you to the application springboard. #hen select 3ction to reveal a
conte$tual action sheet. Selecting 3ction again closes the action sheet. On the Mlackberry, both Short and Bull menus are
enabled. 0ou can also use the Mack button to return to the previous screen.
How can I synchronize the Apple iPhone calendar and contacts with Oracle Fusion CM?
#o synchroni6e your 3pple i&hone calendar and contacts !ith Oracle Busion C"M, you must configure the calendar
(calDAV) and contacts (cardDAV) settings on the iPhone.
Removing CRM for Microsoft outlook
0ou didn't mention !hich version of Outlook !as installed on the old laptops. Co!ever assuming the laptops !ere connected to
the net!ork once you complete the uninstall of the &rofile ) client the Busion obRects should have been removed from Outlook
storage. f the laptops !ere not connected then suspect !hat happened is the local LostL !as cleaned up and the Busion
obRects removed but this did not propagate to the *$change server. #his is !hy !hen you installed on the ne! laptops you got
the Ldata structure collisionL message as the ne! profile on the ne! laptop !as pointing to an e$change account !hich still had
Busion obRects.
Can you confirm if the scenario outline is !hat happened9 3lso assume the Outlook client you installed on the ne! laptops
!as version N.;.-N. Can you please confirm9
-;=;-FF.- ? Co! to manually remove C"M for Microsoft Outlook !hen an error prevents the uninstall completing.
-;J=>JN.- ? 8ata Structure collision *rror !hen nstalling C"M for Microsoft Outlook
-;J<N>N.- ? Busion C"M for Microsoft Outlook must be uninstalled prior to deleting the mail profile used by C"M for Microsoft
Outlook
--------------
Cello "oger ?
!as check your information related to this case, !e need more information to assist you, to help us diagnose the behavior you
are e$periencing, !e !ould appreciate very much if you could provide the follo!ing information%
-. Sever application detail, please provide the name of the &O8, or the @"K for the environment. f the &O8 or @"K is not
available, please indicate if this is a stage or production environment
2. General Kog file, LCo! #o Gather Kog Biles Bor C"M Bor Microsoft Outlook 1hen 3 &roblem Occurs. :8oc 8 -N;-J=J.-.L
N. Could you please upload the Kog folder in a _& file, C%T@sersT0O@"O@S*"O3CCO@E#T3pp8ataT"oamingTOracleTOracle
Busion C"M for Microsoft OutlookT&rofileT all folder in Kogs folder, for more info please refer 8oc L1hat type of diagnostic
information is generated by C"M for Microsoft Outlook9 :8oc 8 -NN-X-2.-.L
C. Co! did you recover the issue9 "estart service, restart the application or the computer, closing and login again, etc.
differences regarding *+1indo!s+Sun Java or Outlook versions9 and *ffect on users, number of production users effected.
*. 1hen did you start to see this behavior9 3fter a Bi$ &ack or \uick Bi$ install9 3ny changes in the Busion C"M &ortal or
Outlook9 3ny change on the 1indo!s OS for the agent's !orkstation9
B. 1as it !orking before9 :0es it !as !orking before, or not never !orks, etc..
G. Could you please add a print screen !ith the error and a !ebe$ session, in order to e$pedite the investigation process, please
Jorge Cifuentes,
iPA?
request to create login I vnc access to ucelfaos$FF-.us.oracle.com.
Ci Jorge,
have created an account for you in the Mac 7M. Cere is ho! to access%
-. Kaunch 7EC 7ie!er
2. Connect using the follo!ing%
ucelfaos$F-F-%JXFF
!elcome-
N. 1hen the login screen appears log in
Rorgecifuentes + !elcome-
Co! to obtain and update to the latest Busion C"M for Microsoft Outlook Client :8oc 8 -JN=2>J.-.
implementin0 outlook
-. Oracle Busion C"M for Microsoft Outlook \uick Start Guide :8oc 8 -;X2;JN.-.
a. *very customer+integrator should be a!are of this document
2. Oracle Busion C"M Security Concepts V-JF>;F<.-W
a. #his doc gives a great overvie! of "ole Mased 3ccess and some use cases e$plain data security, readonly
records etc in Busion
N. 1hat are the out?of?bo$ synchroni6ation filter settings for C"M for Microsoft Outlook9 V-N>22;N.-W
a. #his document displays the Out?of?bo$ filter criteria used by to do!nload each obRect :Customers, Oppty/s,
Keads etc.
;. 1hy are a limited number of Customers, Keads and Opportunities do!nloaded to C"M Bor Microsoft Outlook after
syncing !ith Busion9 V-JJJ=2=.-W
a. #his document lists the &rofile options that limit the amount of data do!nloaded to outlook
:_O*OM3DOC@S#OM*"O"*#"*73K, _O*OM3DOK*38O"*#"*73K, _O*OM3DOO&#0O"*#"*73K
:set to <JF.
Around ,e
#he setup of the L3round MeL functionality requires customers to obtain a map data license from a third party, such as E37#*\
or Google.
#he 3round Me feature requires managing latitude and longitude information for the addresses entered in the system. #his setup
has to be done separately for 3roundMe feature to !ork.
#he get full details on the setup required can you please open the Celp &ortal by logging into your application and select
CelpQ3pplications Celp. Once the Celp &ortal opens search for L*nabling the 3round Me Beature% 1orked *$ampleL
&lease follo! all the steps from L*nabling the 3round Me Beature% 1orked *$ampleL to have 3round Me feature !orking
properly.
Bor *$ample%
#o activate the fusion mobile sales around me function, you need to create as described in the LOracle Busion 3pplication Sales
mplementation GuideL :http%++docs.oracle.com+cd+*N<F-<OF-+fusionapps.---J+e2FN<N+toc.htm. the Katitude and Kongitude
fields, added them in the appropriate vie!.
:http%++docs.oracle.com+cd+*2XJX<OF-+fusionapps.----+e2FN<N+B;N=<=23E;F;XJ.htm. ? 2J Common C"M Configuration%
Manage Mobile Sales 3pplication Configuration
-. Eavigate to &ersonali6ation
2. Set &reference Q Eumber Bormat
N. #hen select the preferred number format ,Bor e$ample% :-.2N;,J><.
Co!ever the above number format allo!s only > decimal places. &lease try entering a si$ digit decimal as !ell as = digit decimal
and let me kno! the result
3lso please consider that the Mobile Sales application runs on C"M8omain, &lease note you should not be attempting to run the
app in a bro!ser on your device :i&hone or i&ad., you should be entering the server, port etc in the Mobile Sales application
itself.
Jorge ? N.;.-X is not seeded in "*K< &M;. t is seeded !ith &MJ as per
Bunctional "eadme for Oracle Sales Cloud "elease < &atch Mundles :8oc 8 -J>NF>N.-.
n addition the customer can do!nload the installer via Meehive online as per.
Co! to obtain and update to the latest Busion C"M for Microsoft Outlook Client :8oc 8 -JN=2>J.-.
,,,,,,,,,,,,,,,,,,,,,
-. Bunctional "eadme for Oracle Sales Cloud "elease < &atch Mundles :8oc 8 -J>NF>N.-.
2. n addition the customer can do!nload the installer via Meehive online as per. Co! to obtain and update to the latest Busion
C"M for Microsoft Outlook Client :8oc 8 -JN=2>J.-. QQQQQQ#O G*# M*#383#3 &3C(3G*
2.-
https%++beehiveonline.oracle.com+teamcollab+library+Oracle+BusionOC"MOforOMicrosoftOOutlookO8evelopmentO1orkspace+&ubli
cI8ocumentsHdcidS>=2M]N3<X8C]N3afrh]N3<2<X2>-;N8NN=3-C*F;FJJ=C*JNX>8N=FFFFFJ-FBN>=
2.2 3lso N. Customer has already created a ne! Client 8eployment &ackages to facilitate customi6ation of C"M for Microsoft
Outlook i.e. using customi6ed versions of one or more Client 8eployment Configuration Biles
n this scenario t!o ne! Client 8eployment &ackages !ill already e$ist :one for Sales "epresentative and one for Sales
Manager Rob roles. but these packages !ill contain one or more customi6ed Client 8eployment Configuration Biles. Customers
!ill need to merge their customi6ations !ith the latest vanilla Client Configuration Biles before mporting the LcustomL package
and activating the ne! version.
Bor detailed steps and screen shots covering the three scenarios listed above please revie!
Co!#o@ploadKatestClient8eployment&ackage.doc
2.N Co! to associate a ne! Client 8eployment &ackage to the seeded Sales "ep and Sales Manager Job "oles :8oc 8
-JF-=X2.-.
Fusion Android Installation?
!as check your information related to your question, Birst let us e$plain that the application for Smartphones and #ablet is
'Busion Mobile Sales'. Eo! 3ndroid application is in Google &lay store for Oracle Sales Cloud Mobile :the current name., t
supports most phones and tablets on 3ndroid ;.F or later. 1hat !e kno! is that mobile is part of the Oracle Sales Cloud :used to
be Busion C"M. license, and there is no additional licensing needed.
3dditional nformation%
? Co! to install and determine the connection information for Oracle Busion Mobile Sales for Saas and On8emand Customers.
:8oc 8 -;JJJ<2.-.
? s Oracle Busion Mobile Sales back!ard compatible !ith other Busion versions9 :8oc 8 -J-F<=2.-.
? Google play hyper link https%++play.google.com+store+apps+details9idScom.oracle.apps.crm.mobile.android
,,,,,,
Oracle Sales Cloud nformation Kibrary
http%++docs.oracle.com+cd+*N<-=<OF-+homepage.htm
Oracle Cloud Kearning Center
http%++docs.oracle.com+cloud+-N-+userOservices+B3SMC+B-F-22<F3E->-MF.htm
#his talks about%
nstalling the Oracle Busion Mobile Sales 3ndroid 3pplication % 1orked *$ample
#his e$ample sho!s you ho! to install the Oracle Busion Mobile Sales application on an 3ndroid device.
@sing your 3ndroid device, sign in to Google &lay, and bro!se the 3pps.Search for Oracle Busion Mobile Sales and then tap
nstall.Open the Busion Mobile Sales application, and enter your user name and pass!ord.
#ap 3dvanced and enter the host details your administrator has provided.
Sign in to the Oracle Busion Mobile Sales application.
,,,,,
Bor #ablets
2> Common C"M Configuration% Manage #ablet 3pplication Configuration
http%++docs.oracle.com+cloud+-N-+userOservices+O3S3K+B<J2=>>3E;*>FN.htmHB<N=X;=3E;*>N3
Jorge Cifuentes,

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