Our 3rdPartygadget is not loading in VPN_less Finesse

[yobu-siluvairaj]

Our 3rdPartygadget is not loading in VPN-less Finesse

Gadget Functionality:  - When an agent answers a call, the call details are stored in an SQL database.                
                                  - If the same customer calls again, the database is checked, and the call is assigned to the same agent.                                        - The gadget contains an XML file with JavaScript functions to store the data in SQL.
The question here is the same functionality which it works inside the network
We have referred the cisco document and did the changes from our end  but not worked

our gadget code

[bill.king1]

Which document did you reference and what steps did you take? There are a couple different ones out there, did you look at this for instance?
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_5_1_su2/maintain_and_operate/guide/uccx_b_1251su2_admin-and-operations-guide/uccx_m_1251su1_vpn-less-access-to-finesse-desktop.html#Cisco_Reference.dita_e1...

[dhiarumu]

Could you please check this section? "Determine Gadget Compatibility" on this doc https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_12_6_1/maintenance/guide/pcce_b_features-guide-1261/pcce_m_1261_vpn-less-access-to-finesse-desktop.pdf

[yobu-siluvairaj]

As per the document we have done the below configuration

1. We have configured the middleware server hostname in the proxy map text file.
2. We have added the ModulePref in the XML code.
3. We have configured the reverse proxy IP in the JS file; wherever the server IP was configured, we changed it to the reverse proxy IP.

[dhiarumu]

Could you elaborate the issue and what is the error you are getting?
Is the above URL not reachable even when manually changing it to https://RPHostname:RPport? 

Have you tried setting UserPref?

[yobu-siluvairaj]

Gadget Functionality
- When an agent answers a call, the call details are stored in an SQL database.
- If the same customer calls again, the database is checked, and the call is assigned to the same agent.
- The gadget contains an XML file with JavaScript functions to store the data in SQL.

Currently, we have tried to implement this same functionality in VPN-less Finesse. We configured the middleware server hostname in the proxy map text file and set the reverse proxy IP in the JavaScript file. Wherever the server IP was configured, we changed it to the reverse proxy IP. However, while checking the URL mentioned in my previous post, the log is not being written in the log file, indicating that there is no connection happening between the proxy and middleware server. When we tested the same URL with the middleware hostname instead of the reverse proxy hostname, we were able to see the log.

The question here is this functionality works inside the network but not through the reverse proxy. Could you please help us identify the exact issue?

[yobu-siluvairaj]

Hi Team, Is there any update on this topic?

[dhiarumu]

Is Gadget xml hosted in the middleware server reachable from public network via reverse proxy? If not, that should be fixed first.

[yobu-siluvairaj]

Hi Team, Is there any update on this topic?

[Reyes542]

Well!! Osceola County Property Appraiser also waiting for the update.

[bill.king1]

Have you opened a TAC case since it seems like people may not have run into your scenario here to give you feedback?