E-MCF/CTI: CTI Enabled Agents Experiencing Rapid Browser Memory Growth (Doc ID 1521903.1)

Last updated on APRIL 06, 2016

Applies to:

PeopleSoft Enterprise PT PeopleTools - Version 8.49 and later
Information in this document applies to any platform.
***Checked for relevance on 18-Sep-2014***
***Checked for relevance on 06-Apr-2016***

Symptoms

Issue:

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When the site tested their CTI functionality (using the MCF console) in the CRM environment with two to three users, the application functioned correctly.

But when four to five users started the MCF console,  the site has noticed that all the CTI agent's browser memory started climbing rapidly (growing up to 1.5 G ) which degrades the performance of the application pages and eventually leading to out of memory errors and page cannot be displayed errors.

 

Architecture and versions:

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The Tools release being used by this site is 8.49.22, CRM application release is 8.9.  The site is using Apache 2.0.47 as proxy.  SSL connection being made between the MCF console and the Apache proxy server.  The REN server is not SSL enabled and is behind the proxy.  The site is using IE 8 as browser on client / agent machines.  AMC adapter is being used to receive the calls and provide the call information to PeopleSoft application via PSMCAPI   ( PeopleSoft Multi Channel framework API )

OS Platform for app and web server :   Red Hat Enterprise Linux Server release 5.8 (Tikanga) - Kernel release 2.6.18-308.8.1.el5PAE

WebSphere Application Server :  6.1.0.27

IBM HTTP Server : Server version: IBM_HTTP_Server/6.1 Apache/2.0.47

Changes

 For the SSL connection between the browser's Multichannel console (MCC) and Apache proxy,  the MCC was not able to initialize a connection.  Therefore the following two parameters were enabled in the psrenconfig.txt file.  Once this was done, the MCC console connection was established.

# Enable these if browser clients cannot initialize tunnel connections thru RPS.
#   For Apache 1.3.x set both to 4096.
#   For Apache 2.0.x set both to 8192.
ns_param   kn_response_flush_override  8192     ;# flush events
ns_param   flush_rps_bufsize_for_knjs  8192     ;# flush stay-alive messages

Also, the tcp_nodelay was set to 1 (changed from default of 0 to 1 ) to disable the TCP Nagle algorithm for non-SSL REN server

# Set to 1 to disable TCP Nagle algorithm for non-SSL REN servers
ns_param tcp_nodelay 1

 

Cause

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