Chrome is killing me! Need some Finesse help please.

[estillman]

We have approximately 2-3 thousand users of Finesse through Google Chrome. The issue they experience is that around every 30 minutes, the user is put into 'Connection Failure' where they will be dropped out of the Agent queue. Not only do they need to manually change their status back to Ready State, PCCE will place them at the back of the queue - but they dont realize it most of the time because there is no pop-up or indication.  

TAC is not able to find root cause. We go round and round in circles with versions of Chrome, even trying Firefox which is not a company standard. Cisco will often simply say, not our problem - speak to Google.

IS there any way to get help resolving our issue? 

p.s. it will work for a time then the browser is upgraded and Finesse breaks again. Btw, we have tried the plugin recommended by TAC but then it stops working. We are at our wits end

[david.macias]

I've not see this kind of issue myself, but many of my customer's have a managed Chrome install so that might make a difference. I wrote an extension that notifies users when they have gone offline or not ready as I had multiple customers complain about agents not getting any visual indicator of their state when they have a million tabs and windows open. https://companion.ccshift.com/

david

[estillman]

Hi David

Well done!

We utilize a product called 2ring to do that I'm told.

[Gerry O'Rourke]

There is no reason for a customer call to go back to teh end of the queue?

Is that what you are saying is occuring?

Lets take the default queue priorty of 5 in your Skillgroup or Precision Queue.

If the call fails to route to the agent it exits the X node and not the success node.

You route this back into the Queue node and then when it DOES come out the success node - and starts to requeue - you then have an IF node - to check the requery status and if it is equal to 3 - you know you have got a RONA and then you increase the priority from 5 to 4 - which will push the call back to the front of the queue.

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_0_1/User/Guide/ucce_b_12_0_scripting-media-routing-guide/ucce_b_1171-scripting-media-routing-guide_chapter_0100.html#CCMP_RF_T197C13C_00

Gerry

[Chris Grussenmeyer]

The issue is the connection failure itself not the queue. 

[smeegada1]

Have you tried below changes?

Adding a registry entry for ForceMajorVersionToMinorPositionInUserAgent and setting this to 2 will get this to work as expected. Google Documentation on this Registry setting:

https://chromeenterprise.google/policies/#ForceMajorVersionToMinorPositionInUserAgent

[estillman]

Hi Gerry

The queue is a secondary issue and it sounds from your post we could address it.

However, the problem to solve is agents going into Connection Failure

[bill.king1]

There is another post you may find of use, and have you also checked this defect re: this issue?
https://community.cisco.com/t5/contact-center/ucce-finesse-in-chrome-vs-edge-50002-errors/td-p/4261876
https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvx68660

[Chris Grussenmeyer]

I've read these posts but I did not ascertain a solution from them. The tab discarding is definitely what causes the failure of that I am certain. I just need a solution from Cisco directly to address what we are supposed to do.

[bill.king1]

In the defect and in this post as well, it sounds like you can go the TAC route and see if they can modify the two files in UCCX via root access, or you can try and make the changes in Chrome to set it so the tab behavior changes.
https://community.cisco.com/t5/contact-center/uccx-12-5-agent-is-set-to-talking-even-when-call-ends/td-p/4295677/page/2