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dsobrinho
Engager

Finesse agent disconnection - Jabbrer 12.0.1

Hi team,

+++++

CUCM cluster version 12.x
UCCX cluster version 11.6(2)
Jabber version 12.0.1

+++++

I am with an affair almost one year old. Agents complain about Finesse disconnection and status change. They all use Jabber 12.0.1 for Windows.

It's very evident in the agent details status report, where it shows phone failure and then connection failure.

It happens randomly and intermittently, even with employees inside the office and remote employees.

Tac identified that sometimes it's not receiving the keepAlive (sip invite) response and possibly for this reason after the UCCX Finesse timer doesn't identify the registered jabber it forces the Finesse disconnection.

They can't find the root cause, but from what tac informs it can be something network related (packet loss, delay). It's always implied that the problem is on the final client's network side.

 

Daniel Sobrinho
7 REPLIES 7
collinks2
Enthusiast


Yes.it could be related to network issues.inspect your network very well to know there is a network time out.

Hope the server meets the minimum requirements

Does jabber log users out often?

 

What about internal call? What's the quality of calls like?

 

 

Hi @collinks2 

 

Thank you for your time.

This problem happens intermittently and randomly on agents in the office connected to a Cisco switch, and with CAT6 cabling. I have already done port mirror and did not get any problems on the network. It is something really out of the ordinary.

 

 



 

Daniel Sobrinho

hi, 

may I know the browser that you are using for Finesse? could you please try to use Firefox for the user instead and observe it. 

We faced similar issues to one of our customer where the finesse auto-logout. in their set up it was due to the chrome behaviour to discard the tab when it runs in the background for a certain period. The workaround is to either use firefox or Disable "Expensive background timer throttling" and "Automatic Tab Discarding".

 

Regards,

Shalid

If this answered your question, please click "Accept as solution"

If you find this response useful, please mark it as "Helpful"

 

 

Hi @Shalid Kurunnan Chalil 

Thank you for your time and comments here.

I was monitoring an agent working and noticed that he was on a call when for no apparent reason the finesse presented an error:
"Operation failed or time limit reached. Please try again or contact the Administrator"

It simply terminates, and when it comes back puts the agent in logon. In the report agent status details always show "connection failure"

 

Finesse_logout.jpg

 

 

 

Daniel Sobrinho

Did you try different browsers and see the difference?

upgrade jabber to 12.8.x , not recommend to upgrade to 12.9 if you are using bib recording as these version got a bug related voice quality.

 

Disclaimer: it’s my personal feedback related to 12.9 train jabber release .others may have differences in view .

regards,

bill.king1
VIP Collaborator

Have you happened to try a user with a newer version of Jabber, since they're already up to version 12.9, to see if you see any improvement? It looks like 12.5 and 12.6 for instance are on the compatibility matrix for your version.

jim-j
Beginner


@dsobrinho wrote:

Tac identified that sometimes it's not receiving the keepAlive (sip invite) response and possibly for this reason after the UCCX Finesse timer doesn't identify the registered jabber it forces the Finesse disconnection.


Can you take packet captures to identify where the keepAlive is being dropped?  If you filter your capture to just SIP traffic you should be able to run it long term without it getting too big.

Firewalls sometimes try to be too smart with SIP traffic and can drop vital messages.  Client security software could also be blocking/dropping SIP messages.

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