CTI Hanging Clients Due To Unreachable Routing Platform
Last updated on MARCH 02, 2017
Applies to:Siebel CRM - Version 22.214.171.124  and later
Information in this document applies to any platform.
In Siebel version 126.96.36.199.
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.
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“FATAL:SRM request time out in 600 seconds. No response from Comm. Session Manager”
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