SAP Note
1597836 - HTTP session handling in IC multi session scenarios
Component: CRM-IC-BF (Customer Relationship Management > Interaction Center WebClient > Basic
Functions for Business Transactions), Version: 4, Released On: 06.08.2015
Symptom
You are using the Interaction Center with a business role that is Multi-Session enabled. In
this scenario IC specific tabs can be opened within the same CRM IC browser tab. Per default
it is possible to work with up to 5 sessions in parallel, plus one additional session for
incoming communication. This maximum number of CRM IC tabs to be opened is hard coded (up to
6 only, see SAP Note 1628185).
When switching from one session to the other you realize that sometimes the session has
timed out, indicated by an error page. You might also realize that after opening a new
session you get an error page that the maximum number of sessions has been reached.
Other Terms
IC Interaction Center, multi-session, eSID HTTP sessions, multi session
Reason and Prerequisites
Per default SAP delivers kernel ICM parameters defining the maximum number of parallel http
sessions (using eSID) with a value of 6. This means that one user is allowed to have up to
6 http sessions open per application server instance. You can monitor the number of those
sessions in transaction SM04.
The ICM parameter is: icm/HTTP/esid_max_ctx
There´s another kernel parameter (icm/HTTP/esid_displace_ctx) which defines whether after
exceeding the maximum number of sessions one of the existing ones shall be displaced or not.
Per default this parameter is set to true.
Please keep in mind that the worker session already reserves one eSID http session. So when
opening 5 sessions in your IC business role, you have already reached the maximum. Also for
each document that has been opened via transaction launcher (e.g. FI documents in the ERP
system) another session might be opened, depending on your system settings.
Solution
We recommend to increase the maximum number of eSID http sessions from 6 to 12 in order to
allow agents to work with the maximum number of 6 parallel IC sessions, plus opening
transaction launcher connections.
We also recommend to set the parameter icm/HTTP/esid_displace_ctx to FALSE. This will
prevent that existing sessions are displaced which results in a data loss.
Furthermore it is recommended to set paramter is/HTTP/show_detailed_errors to TRUE. This
will send an error message like "The maximum number of sessions has been reached" to the
browser instead of a generic HTTP 500 internal server error. For further details you might
also check SAP Note 1427190.
In case you do not find the mentioned kernel parameters in report RSPARAM or transaction
RZ10, you need to create them manually. Afterwards you have to restart your system in order
to load the new parameters into the kernel and ICM settings. It is not required to reimport
the ICM profiles in transaction RZ10.
If you need to reduce the maximum number of tabs, please check SAP Note 1628185.
As soon as for the agent the maxmimum number of either the tabs (in the UI) or sessions (in
the backend) is reached we reroute the next call back to CTI with certain reason codes (see
SAP Note 1819275).
Please check also the attachment to get an overview picture of the present situation.
Attributes
Key Value
Other Components Customer Relationship Management > Interaction Center WebClient > Multi-Sessioning IC (CRM-IC-MUL)
Other Components Customer Relationship Management > Interaction Center WebClient > Framework (CRM-IC-FRW)
Software Components
Software Component From To
BBPCRM 701 701
BBPCRM 702 702
BBPCRM 712 712
BBPCRM 713 713
This document refers to
SAP Note/KBA Component Title
1819275 CRM-IC-CHA
1628185 CRM-IC-MUL Reducing number of parallel IC sessions
1427190 BC-CST-IC Displacement of ABAP sessions for applications in NWBC or Enterprise Portal
This document is referenced by
SAP Component Title
Note/KBA
2864018 CRM IC: END or browser close does not remove sessions as expected in Chrome or Edge on
Chromium
2330336 CRM-IC-MUL CRM IC: Improve usability in Multi-sessioning scenario
1819275 CRM-IC-CHA- Add reason code to the ICI reroute command
TEL
1427190 BC-CST-IC Displacement of ABAP sessions for applications in NWBC or Enterprise Portal
1628185 CRM-IC-MUL Reducing number of parallel IC sessions
Attachments
File Name File Size Mime Type
multi_session_notes.pdf 168 application/pdf
