Contact Center Agents getting disconnect message

[rbill1967]

Currently we have four departments using this web based application running on version 12.5.1.11002-481.  We have an issue that is not constant but happens a 2-3 times a day.  It only happens when an agent does not use the application for a period of time.  It will come up with this message.

In turn they just click on it and the connection reestablishes itself to the client.  I have approached Cisco on this and the only findings they can come up with is a network issue.  We've examined drivers on the pc, examined switches and even examined the servers themselves.  Which are VMs on a VMWare environment.  We even gotten with VMWare to see if there were any outstanding issues with the environment.  Nothing points to it being a network issue, if that was the case we would other applications not performing as well.

Looking for suggestions on what can be done or if there is a solution to this issue?

[Konstantin Vaksin]

Which browser do you use?

Is it reproducible in other browsers?

[bill.king1]

Two things, are you sure it is Finesse that is causing the issue, rather than an issue with the phones themselves disconnecting which manifests itself as Finesse?
Also, did you check to see if this is what you're running into?
https://community.cisco.com/t5/contact-center/finesse-agents-suffering-from-automatictabdiscarding-chrome/td-p/3777761

[rbill1967 · Accepted solution]

Good point, yes this was one of the first things we tried, and sorry for not mentioning it before.  It really did not help or alleviate the issue.  As I said it comes and goes, doesn’t happen often.  As far as the phones, phones have been updated to newer phones and the same issue continues.

I found this article which seem to have pointed out something we could try, if this is what its leaning towards.

https://www.tenforums.com/tutorials/165231-how-enable-disable-sleeping-tabs-microsoft-edge-chromium.html

[bill.king1]

I would look in UCM first to confirm that the phone isn't, even briefly, being disconnected during the time you're seeing the issue. We've seen cases where the users don't notice any impact on the phone itself, but if you look in logs in UCM it will show as unregistered and re-registered briefly (at least with CCE). So the issue manifests itself as a Finesse problem when really it is a UCM problem.