Cisco Finesse Failover

[Flo.Matalis]

Hi Expert,

UCCX 11.6

2 nodes

When our primary server does down, logged in Finesse agents automatically redirects to secondary Finesse URL, which is good. However, once the connection to the primary server re-establishes, we are just seeing that the Finesse page refreshes but the URL is still pointing to the secondary Finesse. Should it change to primary Finesse URL?

Btw, when we checked the SystemInfo, both are "IN SERVICE".

Also, how to determine on which Cisco Finesse server is an agent currently logged in? Is there a command?

Thanks!

[TrickTrick]

of course we have HA license, we have recording/ ccx seats and HA licenses ( CCX express)

[Mukesh Singh]

Hi,

There is Bug reported in UCCX 11.5 for automatic finesse failover. Please get in touch with TAC.

Bug ID: CSCvc93308

Symptom:
Automatic failover is not working, but the SystemInfo API found from https://:8445/finesse/api/SystemInfo, shows the other server is IN_SERVICE and manually replacing the UCCX URL for the other server allows failover to complete.

This issue can also be identified by being unable to login to Finesse due to error: "Sign in not successful. Please contact your system Administrator."

Conditions:
On UCCX 11.5, after the server that is failing over gets a successful SytemInfo API response of IN_SERVICE from the other node, it initiates a POST API request for the j_security_check process on the other node to see if it can failover. If the other node returns a 404 "Not Found" to this request, the node that is attempting to failover will no longer send SystemInfo RESTful GET API calls to the server it should be trying to failover to and failover will hang indefinitely.

Workaround:
Manually change the URL to connect to the other server.

Remove the admin role from the affected agent.

Upgrade to 11.5 SU1 or above.