XiVO has been around for over five years now and its use has greatly evolved since then. From small installations of a few users, XiVO evolved to support installations of hundreds of users and more recently major contact centers. We now see XiVO installations with a few thousands of users, multiple agents, queues and contexts and call volumes ever increasing. This growth has brought the XiVO dev team new challenges concerning the architecture of XiVO as not all parts of XiVO were ready for this kind of sollicitation. We knew it. We knew there were some bottlenecks we would need to adress.
We are agile and this means, among other things, that we do not build bridges before we need to cross rivers. Now we're there. We need a bridge! The XiVO dev team has been working hard in the last months to overcome some of the major challenges of XiVO.
One of these challenges is linked with the decentralized/multi-component nature of XiVO. Indeed as you can read in an older post, XiVO is a rich multi-component ecosystem with way too many inter-relations. This has been a work in progress for a while now were the mission is to reduce the number of inter-relations as much as possible by better defining each component's jurisdiction.
We recently had to tackle a very specific challenge where XiVO's use of Asterisk's AMI could disrupt basic telephony (A calls B). For people who don't know, AMI stands for Asterisk Manager Interface and is an Asterisk component allowing custom clients to connect and interact with Asterisk via a socket. In the XiVO ecosystem, the CTI daemon (CTId) is the major consumer of Asterisk's AMI. The CTId is a monothreaded python daemon responsible of handling XiVO client connections. The more users on a given XiVO installation, the more XiVO clients can potentially connect to the CTId and thus, the more traffic the CTId exchanges with the AMI. This traffic can be quite impressive when considering a XiVO installation under heavy telephony load. The CTId's event loop is a synchronous blocking loop and while in this loop, the CTId cannot handle any other jobs. This weakness would not be so terrible if the CTId wasn't doing anything else than handling XiVO clients connections as it would only impact those connections and nothing else. This specific issue is still a major one and we'll adress how we handled it in a later post.
Now if you remember the schema of XiVO's architecture in our previously cited post, you can see an interconnection between the CTId and the AGI. This relation handled mainly the reverse directory lookups, used to display a callerID of incoming call matching a number in a directory. Now this was a major issue as it meant that any calls passed while the CTId was 'blocked' at handling AMI traffic would not go through: A cannot call B anymore!
This was not much of an issue when a typical XiVO installation was populated with a few users as it almost never happened that calls would be blocked because of reverse directory lookups (or happened not often enough for users to even notice and signal the issue). With growing XiVO installations, it became obviously disruptive.
The solution was to remove anything from the CTId that could impact telephony. From this perspective, any calls to the AGI in the CTId where moved to nothing else than the AGId, the daemon responsible for handling communications with Asterisk's AGI. It seems quite obvious when you think of it and one might ask Why oh why was it not already that way? An ever evolving XiVO dev team with five years at developping XiVO, learning a whole lot along the way has to be the only responsible answer.
XiVO is becoming more mature every day and so is its development team, producing a software ecosystem always stronger, more mature and more robust. We love building bridges, bring in the rivers!