Cisco Contact Center Finesse Logout after Failover in Talking State

[xaverbandi]

We found this behavior (presumably an error) in Cisco Finesse Version 12.0.1

- Agent logs into Finsees Agent Desktop
- Agent accepts an incoming call -> Agent is in Talking State
- Cisco Finesse goes out of service
- Finesse Agent Desktop fails over to Secondary Finesse Server
- Agent ends the call

- Expected behavior: Agent remains logged in
- Actual behavior: Agent gets logged out with code 50002

Has anybody observed this before? Is it being tracked (I could not find an open issue)?

[dekwan]

Hi,

Is this a UCCE or UCCX deployment of Finesse. I just tested this out with 12.0 with UCCE and after after failover, I see that it is Talking pending Ready. When I hangup the call, the agent went ready and still logged in.

If you are able to consistently reproduce this issue using different agents, I would suggest opening a TAC case.

Thanx,

Denise

[xaverbandi]

Hi Denise, thank you for your effort!

It is a UCCE deployment of Finesse.

It's good to hear that you're not affected by the issue. We will live with the issue for the moment.

Best, Xaver