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Capacity Planning for Siebel Chat

Capacity planning is typically a process to predict the type, quantity, and availability as well as timing of resource capacities that are needed within a deployment (in this case, a Siebel Chat deployment) to meet accurately forecasted usage.

To support your Siebel Chat deployment, one Web server and a maximum of seven application servers are required as follows:

• Oracle Contact On Demand Web server
• Chat server
• Interaction Manager (IM) server
• Stats server
• ACD server
• License Manager server
• Host Manager
• TCP/IP Bus

The capacity limiting factor for Siebel Chat deployment is the Web server. All application servers (Chat, IM, Stats, ACD, License, TCP/IP Bus, Host Manager) can run on a single computer and support up to 2000 sessions. To scale up, it is recommended that Chat and IM servers be decoupled and paired together on a single computer which supports up to 1000 sessions. Similarly, Stats and License servers can be decoupled and paired together that support up to 1000 sessions. The ACD server alone on a single computer can support up to 1000 sessions.

Note that the total number of sessions refers to the total number of the following sessions combined:

• Customer chat sessions
• Simultaneous agent sessions
• Communications toolbar or Oracle Contact On Demand Administration Manager sessions

  This is the number of Communication Session Manager sessions multiplied by the number of Oracle Contact On Demand instances.

  The Communication Session Manager server component logs information about all communication sessions.

• Oracle Contact On Demand Administrator Manager sessions, not including reports
• Oracle Contact On Demand Supervisor Manager sessions