Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: craigr on February 25, 2011, 10:03:46 AM
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Hi,
Just wondering how many people out there have or are working on projects which involve integration to SAP CRM. I am working on a 2000 seat project using Gplus Adapters for SAP ICI multichannel, Campaign Syncronisation and Analytics.
The biggest issue we are facing is how to configure multiple ICI adapters and load balance without having to define multiple SAP business roles and configure each profile for a specific ICI adapter instance. Is profiles the only solution and if so how do you get the client to accept the lack of resilience and failover? What about the issue of every agent having to logout of WebIC and then back in when an adapter is restarted?
Are there really that many clients out there who are using Genesys SAP Gplus adapters?
Comments welcomed.
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Hi,
A few different ways have been tried to get load balancing working but all have failed thus far. There is no reliable session cookie or other constant currently in the ICI messaging that lets you load balance (SAP would need to provide this). As ugly as the solution with business roles appears, it seems to be the only way viable at this stage. My personal view is that server side load balancing and resiliency should be invisible to the agent, yet if you want to provide it for this integration it seems it has to be and it becomes a matter of agent choice as to which role they select. I don't see this is a great solution and have trouble explaining it as such so understand where you are coming from.
Note that some level of resilience is available by assigning two roles to each agent but you simply move to a new set of issues - more maintenance, more reliance on correct selection by agent etc.
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Hi,
Many thanks for the reply. I find it incredible that it is not possible to Load Balance using the SAP ICI protocol which is in effect a CTI link. It is a good job we are not currently planning to use the ActionItem interface to send route requests for non-voice channels to URS!
Further investigation shows that the UserId in the SOAP header is a fixed constant although this cannot be used for "stickyness" with traditional load balancers.
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Hi,
Have you since resolved the issue and did you do so by using Sap note 1640673?
If so can you tell me the experiences you have had with this Sap note since implementing it please, also what load balances you're using would prove useful please.
Thanks in advance,
Alan
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Hi,
Unfortunately my contract ended at the client before the solution proposed in the SAP Note was available. I believe the client did go down the SAP Note route and using Cisco for load balancing it was at least partially successful.