Cisco Finesse Fail to load WebChat&Email GedgetUI

gilang ramadhan · ‎10-14-2020

Hi Folks,

We are facing a "Failed to connect to the SocialMiner XMPP Server" error on Cisco Finesse when opening the "Manage Chat and Email" page. (Screenshot of the error that has received in Finesse Client is attached, "Finesse Error.png")
Error log in browser: throw 1; < don't be evil' >{"http://<SocialMiner-FQDN>:7071/tunnel/security/?time=1602559416717":{"body":"","DataHash":"qgeopmcf02p09qc016cepu22fo","rc":504}}

Environment and configuration set.

Cisco UCCX Version: 11.6.2.10000-38
Cisco UCM Version: 10.5.2.16901-1
Cisco SocialMiner Version: 11.6(2)
Certificate: Self-sign. already upload tomcat SM to UCCX and vice versa and restart the Cisco Finesse tomcat and Cisco Tomcat in both UCCX and SM).

Services in SocialMiner and UCCX are running well.
Port utilization SocialMiner&Cisco Finesse: Already following this guide https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_11_6_1/Configuration/Guide/rcct_b_port-utilization-guide-ucc-solutions/rcct_b_port-utilization-guide-ucc-solutions_chapter_0100.html

Really appreciate help and advice to get out of this problem.

Thanks

gilang ramadhan · ‎10-15-2020

Hi,

Adding information from Cisco Finesse, attached the Finesse Local Logging. (https://<UCCX.domain>:8445/desktop/locallog -> Sign In with Persistent Logging).

Summary:

https://alogo.domain/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=430
2020-10-15T09:47:06.936 +07:00: B16209: sentigi.domain: Oct 15 2020 09:47:06.929 +0700: Header : Container._renderGadgets(): Metadata received. Rendering gadgets and intializing session timeout poller.
2020-10-15T09:47:06.936 +07:00: B16209: sentigi.domain: Oct 15 2020 09:47:06.929 +0700: Header : [WorkflowEngine] Loading user
2020-10-15T09:47:06.937 +07:00: B16209: sentigi.domain: Oct 15 2020 09:47:06.930 +0700: Header : [WorkflowEngine] Received user event.
2020-10-15T09:47:06.937 +07:00: B16209: sentigi.domain: Oct 15 2020 09:47:06.930 +0700: Header : [WorkflowEngine] Converting event to xml document. Type: User Action: load Uri: /finesse/api/User/FinesseUser1 Event: {"User":{"dialogs":"/finesse/api/User/FinesseUser1/Dialogs","extension":"1455","firstName":"Finesse","lastName":"User1","loginId":"FinesseUser1","loginName":"FinesseUser1","mediaType":"1","pendingState":null,"reasonCode":{"category":"NOT_READY","code":"32760","forAll":"true","id":"8","label":"Agent Logon","systemCode":"true","uri":"/finesse/api/ReasonCode/8"},"reasonCodeId":"8","roles":{"role":["Agent","Supervisor"]},"settings":{"wrapUpOnIncoming":null},"state":"NOT_READY","stateChangeTime":"2020-10-15T02:47:06.829Z","teamId":"5","teamName":"SM_test","teams":{"Team":{"id":"5","name":"SM_test","uri":"/finesse/api/Team/5"}},"uri":"/finesse/api/User/FinesseUser1"}}

2020-10-15T09:47:07.006 +07:00: B16209: sentigi.domain: Oct 15 2020 09:47:06.999 +0700: Header : Container._shindigRenderGadgets(): Creating 'Manage Chat and Email' gadget: https://alogo.domain/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=430
2020-10-15T09:47:07.006 +07:00: B16209: sentigi.domain: Oct 15 2020 09:47:06.999 +0700: Header : BaseIfrGadget.queryIfrGadgetType_(): https://alogo.domain/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=430: subclass set. pubsub2=true
2020-10-15T09:47:07.006 +07:00: B16209: sentigi.domain: Oct 15 2020 09:47:06.999 +0700: Header : BaseIfrGadget.queryIfrGadgetType_(): https://alogo.domain/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=430: subclass methods mixed in.
2020-10-15T09:47:07.006 +07:00: B16209: sentigi.domain: Oct 15 2020 09:47:06.999 +0700: Header : OAAIfrGadget.finishRenderManage Chat and Email: finished rendering

2020-10-15T09:47:13.635 +07:00: B16209: sentigi.domain: Oct 15 2020 09:47:13.628 +0700: CUIC-5D411E8A10000140000000230A4E5E6B : ::DEBUG::null=Connection to Socket IO Service established.
2020-10-15T09:47:13.656 +07:00: B16209: sentigi.domain: Oct 15 2020 09:47:13.649 +0700: MultiSessionGadget : Received message: {"media":"cisco.ccp.media.chat","type":"discover"}
2020-10-15T09:47:13.702 +07:00: B16209: sentigi.domain: Oct 15 2020 09:47:13.695 +0700: MultiSessionGadget : Received message: {"media":"cisco.ccp.media.chat","type":"discover"}
2020-10-15T09:47:14.377 +07:00: B16209: sentigi.domain: Oct 15 2020 09:47:14.370 +0700: MultiSessionGadget : Certification.createCheckOFHandler(): received response rc=504
2020-10-15T09:47:14.377 +07:00: B16209: sentigi.domain: Oct 15 2020 09:47:14.370 +0700: MultiSessionGadget : Certification.createCheckOFHandler(): openfire ping failed
2020-10-15T09:47:14.651 +07:00: B16209: sentigi.domain: Oct 15 2020 09:47:14.644 +0700: MultiSessionGadget : Received message: {"media":"cisco.ccp.media.chat","type":"discover"}
2020-10-15T09:47:19.358 +07:00: B16209: sentigi.domain: Oct 15 2020 09:47:19.351 +0700: MultiSessionGadget : Openfire could not be reached.
2020-10-15T09:47:21.704 +07:00: B16209: sentigi.domain: Oct 15 2020 09:47:21.697 +0700: MultiSessionGadget : Received message: {"media":"cisco.ccp.media.chat","type":"discover"}
2020-10-15T09:47:21.768 +07:00: B16209: sentigi.domain: Oct 15 2020 09:47:21.761 +0700: MultiSessionGadget : Certification.checkSocialMinerRunning: try to GET resource from SocialMiner
2020-10-15T09:47:21.782 +07:00: B16209: sentigi.domain: Oct 15 2020 09:47:21.775 +0700: MultiSessionGadget : Certification.runningHandler(): received response rc=200
2020-10-15T09:47:21.783 +07:00: B16209: sentigi.domain: Oct 15 2020 09:47:21.776 +0700: MultiSessionGadget : Certification.checkOpenfire(): Checking to see if Openfire is up and running
2020-10-15T09:47:22.653 +07:00: B16209: sentigi.domain: Oct 15 2020 09:47:22.646 +0700: MultiSessionGadget : Received message: {"media":"cisco.ccp.media.chat","type":"discover"}
2020-10-15T09:47:26.802 +07:00: B16209: sentigi.domain: Oct 15 2020 09:47:26.795 +0700: MultiSessionGadget : Certification.createCheckOFHandler(): received response rc=504
2020-10-15T09:47:26.802 +07:00: B16209: sentigi.domain: Oct 15 2020 09:47:26.795 +0700: MultiSessionGadget : Certification.createCheckOFHandler(): openfire ping failed
2020-10-15T09:47:31.783 +07:00: B16209: sentigi.domain: Oct 15 2020 09:47:31.776 +0700: MultiSessionGadget : Openfire could not be reached.

sentigi -> UCCX Publisher

setinjang -> UCCX Subscriber

alogo -> SocialIMiner Server

hoping for any insight from community.

Thanks.