Finesse Custom CTI Adapter - WebSocket connections limit?

[oabulaban]

Hi

Is there a limit to how many websocket connections a finesse server can handle?

Our customer developed his own CTI Adapter using WebSockets. With low number of agents, everything works fine and agents can login via API and connect to notification service via websockets and everything works fine. Once the number of agents trying to login exceeds 100, the CTI Adapter can no longer open a WebSocket connection to the Notification Service

We see from both sides (Finesse openfire as well as CTI Adapter side) a NullPointerException

Any ideas?

Omar

[bmachado]

Hello @oabulaban , could you please help us with more details about the system?

• Is this UCCE or UCCX deployment?
• What is the version of the Finesse? 
• Does Finesse out-of-the-box login work?
• What's the number of Agents configured in the system?

Thanks,
brinal

[oabulaban]

UCCE 12.6 installation with Finesse 12.6

Finesse out of the box works fine - agents switch to finesse once they found out the CTI adapter doesn't work

configured are about 800 agents - around 300 try to login

[bmachado]

First of all, sorry for the delayed response.

To answer your original question, the maximum supported connections for UCCE 12.6  installation is 2k agents. So, I am sure the number of agents is not the criteria here for the agents to disconnect. I would suggest you check for web-proxy and Openfire logs to find out the actual cause for the disconnect. You could also enable Openfire debug logs for more insights. 

Thanks,

Brinal

[oabulaban]

Thanks for your reply

When the issue happens, the custom application as well as Finesse start seeing NullPointerException

This is a screenshot of the error

It cannot be explained from Client side, as this is the exact code that connected a few seconds before it. 

[bmachado]

Do you get this error when just one client is connected for a longer time? It would be nice to get this tested. 

[oabulaban]

Tests show that once logged in, the agent can work fine with no issue even for hours.

The issue is, that agents cannot login anymore after a certain amount of agents logged in

[bmachado]

This is strange and unexpected. As you mentioned, the issue is also observed in the out-of-the-box finesse desktop; I request you to reach out to support as we may need to capture logs or live system debug to identify the issue's cause. We will certainly help you out through that channel. 

[oabulaban]

The issue is NOT observed in the out of the box finesse desktop.. the agents switch to finesse out of the box desktop, once they start having the issues on their CTI adapter, and that works fine

[bmachado]

Which client library is being used by your customer for XMPP connection?  Finesse desktop uses the Strophe library and in earlier versions <12.0 Jabberwerx library, and so far, we have not witnessed the issue you are observing.  

[oabulaban]

Smack is being used

[oabulaban]

Correction to my above post -> the number of connections that work is 64.

It looks like from client side is that the library is trying to connect to Finesse, but nothing is returned. The client timeout (by default after 5 seconds), but even when the timeout was increased the same issue appeared after the longer timeout

[bmachado]

Hi @oabulaban, as suggested earlier, did you find an error related to connection timeout in web proxy logs? Also, how does custom desktop make a connection to Openfire? Is it a single smack client connecting directly to Openfire/Finesse server, or do you have any intermediary app that connects to Openfire/Finesse?