Finesse users getting logged out from the syste,

[Roselyn Apostol]

We have UCCX 10.6.1.10000-39.

A lot of our users are getting logged out from the system. Per checking, reports show 255 reason code.

Is there a default timer for UCCX like UCCE? I read that there's a setting that will automatically log out the user due to inactivity (UCCE).

Though the timer didn't even reach 30 minutes of inactivity.

What else do we need to check? Network side looks okay.

[Mohamed Hussain Siddique · Accepted solution]

Deafult timeout for UCCX would be 2 min , same as UCCE

Desktop Behavior

Under certain conditions, Finesse sends a code of 255 to the CTI server (you may see a different code on the CTI server side). The actual behavior of the desktop under these conditions depends on the setting for Logout on Agent Disconnect (LOAD) in Unified CCE. By default, the CTI server places the agent in Not Ready state.

Note	Finesse takes up to 120 seconds to detect when an agent closes the browser or the browser crashes and Finesse waits 60 seconds before sending a forced logout request to the CTI server. Under these conditions, Finesse can take up to 180 seconds to sign out the agent.

The following table lists the conditions under which Finesse sends this code to the CTI server.

Scenario	Desktop Behavior	Server Action	Race Conditions
The agent closes the browser, the browser crashes, or the agent clicks the Back button on the browser.	When you close the browser or navigate away from the Finesse desktop, the Finesse desktop makes a best-effort attempt to notify the server.	Finesse receives a presence notification of Unavailable from the client. Finesse waits 60 seconds, and then sends a forced logout request to the CTI server.	The agent closes the browser window. Finesse receives a presence notification of Unavailable for the user. Finesse tries to sign the agent out; however, that agent is already signed out. If the browser crashes, it can take the Finesse server up to 120 seconds to detect that the client is gone and send a presence notification to Finesse. A situation can occur where the client signs in to the secondary Finesse server before the primary Finesse server receives the presence notification caused by the browser crash. In this case, the agent may be signed out or put into Not Ready state on the secondary Finesse server. If the Finesse desktop is running over a slower network connection, Finesse may not always receive an Unavailable presence notification from the client browser. In this situation, the behavior mimics a browser crash, as described in the preceding condition.
The client refreshes the browser	—	Finesse receives a presence notification of Unavailable from the client. Finesse waits 60 seconds before sending a forced logout request to the CTI server to allow the browser to reconnect after the refresh.	—
The client encounters a network glitch (Finesse is in service)	Because the connection to the Finesse server temporarily goes down, the client fails over to the secondary Finesse server.	The primary Finesse server receives a presence notification ofUnavailable from the client. Because Finesse is in service, it sends a forced logout request to the CTI server for the agent.	A situation can occur where the forced logout does not happen before the client signs in to the secondary Finesse server. If the agent is on a call, the primary Finesse server sends the forced logout request after the call ends. The agent will be signed out or put into Not Ready state when the call ends, even though the client is already signed in to the secondary Finesse server.

[Roselyn Apostol]

Thank you, Mohammed. :)

[Tristan Cober]

Hi Roselyn,

Did you ever find out the root cause of your issue? I have a client on the exact same version seeing the same problem of users being frequently logged out, sometimes many at the same time even when they are in different sites. WAN issues have been ruled out at this point.

Line 2733: 90486125: Mar 03 13:55:58.410 PDT %MIVR-SS_RM-7-UNK:Rsrc: bl630 New State:LOGOFF Old State:AVAILABLE Reason code:255
Line 2815: 90486204: Mar 03 13:55:58.428 PDT %MIVR-SS_RM-7-UNK:Rsrc: jy837 New State:LOGOFF Old State:UNAVAILABLE Reason code:255
Line 2900: 90486286: Mar 03 13:55:58.442 PDT %MIVR-SS_RM-7-UNK:Rsrc: kx500 New State:LOGOFF Old State:UNAVAILABLE Reason code:255
Line 2978: 90486361: Mar 03 13:55:58.461 PDT %MIVR-SS_RM-7-UNK:Rsrc: cl279 New State:LOGOFF Old State:UNAVAILABLE Reason code:255
Line 3051: 90486432: Mar 03 13:55:58.472 PDT %MIVR-SS_RM-7-UNK:Rsrc: he248 New State:LOGOFF Old State:AVAILABLE Reason code:255

[Roselyn Apostol]

We actually raised this to TAC, they opened a bug case. 

Bud ID is CSCuy26881