CTI Performance Issues Using Multiple Servers

(Doc ID 1597948.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel CRM - Version 8.0.0.11 SIA[20440] and later
Information in this document applies to any platform.
There is low performance for CTI Agents, and therefore the following questions regarding the CTI configuration?

1. The Application Object Manager (AOM) runs on all Siebel Servers.

2. The Communication Session Manager (CSM) component is enabled on all Siebel Servers, although only one Siebel Server corresponds to CTI server having CTI driver libraries loaded.
Should this CSM component be disabled from the other servers in order to avoid time consuming? Could this improve performance?

3. Is it recommended to use two CTI servers instead of one? Could it be implemented using load balancing for CTI servers and, if yes, could it improve the performance?

4. After checking some Oracle documents, improving of performance can be acquired having multiple instances of CSM component which would lead to multiple instances of the CTI Driver running at the same time.
How can it be configured in Siebel? The configuration def file is attached.

Goal

Question 1:

Should the Communication Session Manager (CSM) be enabled * only * on servers where the CTI driver libraries have been installed. ?
 
Question 2:

Where can you obtain detailed advice on Siebel performance, including CTI performance ?

Question 3:

What general advice is available from Technical Support on CTI performance issues ?
 
Question 4:

What is the generally recommended approach to load balancing CTI users ?

Question 5:

Given a situation where there are three servers running the AOM:

a) Is it recommended to have CSM also running on all three  servers?

b) Is it possible to have only 2 of the 3 servers running CSM ?

If option B is adopted :

c) Will Communication requests be sent to the third server for CTI users ?

d) Any special actions needed. ?

e) Should RequestServer parameter be used ?

Solution

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