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Support Article

FS 6.5 CTI changes ported into FS 6.8



We discussed the patches that Kelly provided last year. These were part of SR-92648. They relate specifically to the hardphone sync issues.

As part of the case creation and initial investigation, I explained that some were rolled-back from FS 6.8, so ColPenn already have some of them.

There are others that have not been rolled into FS 6.8. Can these be provided to Col Penn on FS 6.8?

Error Messages

See SR-92648 Various CTI connectivity issues

Steps to Reproduce

See SR-92648 Various CTI connectivity issues

Root Cause

This issue was a request for fixes provided in an earlier version described in SR-92648. They were predominantly hardphone sync issues. Support explained that the only reason some of the changes didn’t make it into FS 6.8 was because of the advanced state of FS 6.8 at the time.


Some of the changes from SR-92648 were rolled-back from FS 6.8, so the customer already had some of them. Support worked on establishing which were needed.
Two options were considered:
Option 1 Replace the following 6.5 jars as it is in the FS 6.8
Option 2 Make 6.5 patch changes within the FS 6.8 code
The preference was to have Option 1 delivered for development and testing then to have Option 2 prepared and provided for final testing and released into Col Penn Production later. With option 2 the onsite customizations have to be redone.
While implementing option 1, importing NWP from FS 6.5 the NWP applet security patch \ cert as HotFix-863 and HotFix-867 Denial of Service were considered.
Support subsequently provided option 1 (HotFix-875) and worked hard to shave off as much time as possible to deliver option 2. Option 2 included a review of changes required.
A short time later option 2 was delivered (SR-108402-Patch1.txt) with the following description/instructions:
Please rename the attachment as a zip file, before opening. The zip contains the fixes for the following issues we have been discussing:
BUG Reference                Description
BUG-121848       CTI_AES:Reduce Delay in call hangup
BUG-121856       remove unwanted call which will reduce the agent login to CTI system
BUG-121859       run silent mode during the browser crash
BUG-121860       CTI:Possible NPEs on PhoneLogput request on browser crash/close
BUG-121881       Fix for Externalization of SocketClient Properties
BUG-121888       CTI:Ping & XML decoding should be done in the NWP applet itself
BUG-121890       Formating the code- and removed a dead code which is never reachable
BUG-121893       CTI:NWP Applet to add “Trusted Library: true” (Security Warning)
BUG-121853       CTI: On CLIENT_PING_FAILED, container index gets incremented
In additional to these fixes, the patch also includes two more fixes (HotFix-863 and HotFix-867) provided to modify the NWPThinClient.jar. These are the details for the issues the hotfixes addresses:
• HotFix-867: During login, the deskopLoaded event is dispatched. This calls the setDefaultProfile() method in availabilityprofilefunctions.js to set the default profile for that agent. This method calls the SetDefaultAvailabilityProfile servlet via an AJAX call. If NWP has not loaded successfully, this result is returned from the servlet call in the returnResultAvailability() method, then setDefaultProfile() is called again after a wait time of 1 second. As long as NWP has not loaded, the loop continues. If NWP never loads, this infinite loop continues till the agent logs out.
• HotFix-863: Oracle, in view of improving the security of applets, has gradually increased the security over the various JRE 7 updates. FS 6.8 was released on JRE 7 update 7. The security has increased with later updates such as update 51 whereby Oracle has mandated a few attributes in the manifest file of the applet jar, in Foundation Server, the NWPThinClient.jar. Therefore with these later updates, there are security issues and the NWP applet does not load successfully. Additionally, the certificate of the applet had expired in FS 6.8. This needs to be renewed.
Patch Contents:
• ChordiantEAR/lib
  o ctichordiant.jar
  o ctimanager.jar
  o ctimanager_aes.jar
  o jxcore.jar
• iAdvisorWeb
  o bundles/ccaavailabilityprofile/scripts/availabilityprofilefunctions.js
  o bundles/ccaavailabilityprofile/xml/ apeventregistration.xml
  o plugins/scripts/NWP_API.js
  o plugins/networkpresence-signed/NWPThinClient.jar
  o plugins/networkpresence/NWPThinClient.jar
To implement the changes in the development Environment:
1 Take a backup of the existing ctichordiant.jar, ctimanager.jar, ctimanager_aes.jar and jxcore.jar located in the following directories:
  a. {Workspace_Location}/ChordiantEAR/lib
  b. {Workspace_Location}/JXRuntime/lib
2. Replace the above jars respectively from the SR-108402-Patch1 package.
3. Take a backup of the existing NWPThinClient.jar located in the following directories:
  a. {Workspace_Location}/Advisor/{Web_folder}/plugins/networkpresence
  b. {Workspace_Location}/Advisor/{Web_folder}/plugins/networkpresence-signed
4. Replace the above jars respectively from the SR-108402-patch1 package.
5. If the following files have not been customized, take a backup and then replace them from the SR-108402-Patch1 package
  a. {Workspace_Location}/Advisor/{Web_folder}/iAdvisorWeb/ccacustomerprofile/scripts/availabilityprofilefunctions.js
  b. {Workspace_Location}/Advisor/{Web_folder}/iAdvisorWeb/ccacustomerprofile/xml/ apeventregistration.xml
  c. Workspace_Location}/Advisor/{Web_folder}/iAdvisorWeb/plugins/scripts /NWP_API.js
6. If the files in the step 5 have been customized, merge the changes to your files. The changes can be found between the
following comments.
//HotFix-875 – FND-7728 – Start fix

//HotFix-875 – FND-7728 – End fix
7. Restart the server.
Note all the code changes and testing are done with new CTI manager. To enable new CTI manager change the CTI_MIDDLEWARE_TYPE to the new CTI manager within the master.dtd.
Support worked through some iterative issues including an issue where it took a long time to hang up the call. Support added some more improvements that had been developed for FS 6.9 to contribute to the resolution of the hang-up delay.
This latest patch "ctimanager_aes.txt" [Please rename the file to a jar] was sent with the following instructions:
After discussions with Engineering, we addressed the delay in call hang-up. The following files have been modified as part of the latest code changes:
The customer has carried out tests and explained that the results were all positive.

Published January 31, 2016 - Updated October 8, 2020

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