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Beginner

Lost Connection to Cisco Finesse Server

We have an issue wherein only one user is being affected. Randomly, she can see an error "Lost connection to XXXXXX. Please wait for a reachable Finesse Server to be found."

 

She mentions that she still has an internet as well as, her other colleagues do not have this whenever they are logged in.

 

Any inputs on this?

13 REPLIES 13
Participant

Re: Lost Connection to Cisco Finesse Server

Hi,

 

Can you confirm in the Agent State Detail Report (in Intelligence Center) that the agent is getting reason code 255?

 

Rgrds.

Beginner

Re: Lost Connection to Cisco Finesse Server

Hello Martin,

Thanks for this. I can't find Agent State Detail Report from CUIC. What folder is is under?

I tried to check Agent Not Ready Detail Report, I am seeing CTI Failure[50002] and some are Undefined from her records while others do not have.


Participant

Re: Lost Connection to Cisco Finesse Server

Hi,

 

What version of UCCX are you running? Is it a cluster over WAN deployment?

 

The report is under Report > Stock > Unified CCX Historical > Inbound.

 

Moreover, this issue is related to network problems. You should start with some basic troubleshooting (cabling replacement, checking port error in the switch, etc.).

 

Let me know.

 

Rgrds.

 

 

Beginner

Re: Lost Connection to Cisco Finesse Server

Hello Martin,

Thanks for the quick response. We are using UCCE.

We tried to replace cable and phone for now. Still waiting for user if it is fixed.
Highlighted
Beginner

Re: Lost Connection to Cisco Finesse Server

Hello Martin,

 

Thanks for your help! We were able to solve it by changing user's machine which is already old and running old Windows processor. Network connectivity were good.

 

eva Beginner
Beginner

Re: Lost Connection to Cisco Finesse Server

I have this problem too, agents get the red banner 'lost connection to <FQDN>. Please wait for a reachable Finesse Server to be found' and the agents gets reason code 255 (Connection Failure) in the Agent State Detail Report
System version: 11.6.1.10000-51

Was there any workaround for this problem ?
Participant

Re: Lost Connection to Cisco Finesse Server

Hi Eva,

 

As I said in my previous reply, this issue is mostly related to network problems. You should start with some basic troubleshooting (cabling replacement, checking port error in the switch, etc.).

 

Also, if you're using a proxy for your HTTP traffic, you should try disabling it in the IE network configuration and monitor the agent PC.

 

Rgrds.

Re: Lost Connection to Cisco Finesse Server

We have the same problem from all call center locations since upgrade to Finesse 11.6. Never had any issues when using finesse 11.0. Is this a software bug.

Beginner

Re: Lost Connection to Cisco Finesse Server

can some please share bug ID?

Beginner

Re: Lost Connection to Cisco Finesse Server

Finesse agent desktop is set to "Not Ready ConnectionFailure" after failover
CSCvm60022
Beginner

Re: Lost Connection to Cisco Finesse Server

Did you get anywhere with this? Exact same version and exact same issue, however only seems to be affecting windows 10 machines, regardless of browser, although mainly using Firefox.

Beginner

Re: Lost Connection to Cisco Finesse Server

Hi,

 

have you check finesse server reachable from that desktop or not?

Re: Lost Connection to Cisco Finesse Server

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