Queue Server Scalability

PeopleSoft MultiChannel Framework is scalable to support large-capacity call centers or other large organizations. The basic strategy is to divide the workload by spreading it over several MCF clusters. This is accomplished by creating multiple physical queues for each logical queue and spreading the management responsibility for each physical queue to separate queue server processes, preferably on multiple host machines. This technique should not be confused with failover protection, which also adds processes and machines. In failover, the added processes are clustered together and do not provide performance improvement.

Organize applications using PeopleSoft MultiChannel Framework around logical queues (for example, SALES queue and SUPPORT queue). Incoming work tasks are sent to a logical queue. PeopleSoft MultiChannel Framework then assigns the task to one of the corresponding physical queues. This assignment is random across the queues. The load across the servers is balanced by servicing only one physical queue per logical queue by single MCF cluster.

For example, a logical SUPPORT queue might be split into physical SUPPORT1 and SUPPORT2 queues such that work requests are randomly distributed between the two physical queues. Half the agents receive from one queue and half from the other. This splits the workload evenly between the two queue server processes, while still presenting one logical SUPPORT queue to the application.