Showing results for 
Search instead for 
Did you mean: 

UCCE Private Connection

Muhammed Ashiq



For UCCE the private connection network latency is 500 ms.(ie if PG/Rogger misses 5 consecutive heartbeat of 100 ms).

Can we increase the heartbeat interval or threshold through reg edit ? how will it impact the system ?

4 Replies 4

VIP Advocate VIP Advocate
VIP Advocate

I think the bigger question is, why would you want to do this? Like you noted, the solution guide says the default is 100 milliseconds (see below). Do you get your support from Cisco and/or a partner, as if you switch to something non-standard, or go to upgrade at some point, TAC/A2Q may flag it?
"There are several parameters associated with heartbeats. In general, leave these parameters set to their system default values. Some of these values are specified when a connection is established. Other parameters can be set in the Windows registry. The two values of most interest are:

  • The amount of time between heartbeats

  • The number of missed heartbeats (currently hard-coded to five) that indicate a failure

The default value for the private heartbeat interval between redundant components is 100 milliseconds. One side can detect the failure of the circuit or the other side after 500 ms. The default heartbeat interval between a central site and a peripheral gateway is 400 ms. In this case, it takes 2 seconds to reach the circuit failure threshold."

We have seen disconnection between PG pairs in the events logs.

So we tried to do a continuous PING and found that there is a timeout happening every 3 hour interval.

We were not able to find the Root cause for this and was thinking of an workaround. 


Are you using the same physical network for both private and public traffic?  That is also a red flag for support.  There are QoS settings that may help prioritize the high priority private traffic as well.  One thing to try is a continuous ping to/from the private interfaces to get an idea of just how much variation there is in latency and packet loss. IMHO if your private network is not robust enough to consistently handle the defaults, you are better off running simplex than messing with the timers or counters - rarely does it improve matters and usually causes unpredictable performance.  


We had similar case the system fails over from PG site A (Active node) to PG site B (Standby node) which isn't smooth and affecting on agents' finesse web interface and when it comes back to Site A again after it becomes reachable finesse flaps again. This flapping wasn't detected on our Network monitoring tools. 


After a lot of discussions with our partner, we came with the conclusion that if we would increase the failover interval, we would have to get cisco professional services to redesign every component that relies on the CTI High available service and will pay professional services to any other system that will integrate with it to adjust its timeout to support that Custom PG high availability. and we could also face possible instability of these integrated systems' because of it.

You can find all about this topic, if you read chapter High Availability and Network Design in Solution Design Guide for Cisco Unified Contact Center Enterprise document.


However, After sometime issue was resolved on its own, when we tracked it back to see what might have solved it, we found that during one of unrelated CiscoTAC case, CiscoTAC Engineer did exit_opc command on PG that might have fixed it. 

This is a video of what it is done but please don't do it unless in a maintenance window and if applicable with CiscoTAC Engineer guidance.


 Caution: Use caution when you issue the exit_opc command. This command instructs the OPC process to exit on both sides of the PG, if duplexed. Node Manager forces the process to restart, which then forces a reload of the configuration for the Call Router. All internal peripheral and agent states are flushed. Then, OPC and Peripheral Interface Manager (PIM) relearn the PG and its configuration.


This caution is in the below cisco document:




Getting Started

Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community:

Recognize Your Peers