CTI Hanging Clients Due To Unreachable Routing Platform (Doc ID 1995699.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel CRM - Version 8.1.1.8 [23012] and later
Information in this document applies to any platform.

Symptoms

In Siebel version 8.1.1.8.

On one day, there were problems with a temporarily unreachable GenCommServer that the CTI toolbar is connected to.
As a result there were a lot of hanging clients on 2 of the Application Object Managers. These problems did not occur on the other 8 AOMs.

The connection to the routing platform used the Genesys driver plugin, which has 10 ports open on each AOM and has a primary and backup ip address for communication to GenCommServer.
After the temporarily unreachable routing platform hiatus, most of the connections switched to the backup address. That worked for 8 AOMs, but not for those 2 where we had the hanging clients.

Further investigation revealed that the Genesys driver switches to the backup address for almost all ports on all AOM's.
If that is successful, a correct connection buildup can be seen.
For those that were not successful, the connection build up seems to hang - although other servers connect themselves successfully to this ip address/port.

A ticket with Genesys was opened for that behavior of course, but for the Siebel side it is expected that Siebel can handle such problems - e.g. with a connection timeout or something else.
Having all clients on one or more AOMs hang due to a short unreachable routing platform is not expected.

ERRORS:
 - - - - - -
“FATAL:SRM request time out in 600 seconds. No response from Comm. Session Manager”

Cause

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