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UCCX - Finesse calls drop over VPN

amit_akuka
Level 1
Level 1

‎01-02-2022 02:02 AM

Hello,

One of my customers is facing an issue regarding working from home and connection to the finesse through VPN.

The issue is that sometimes when a call arrives to the agent, he tries to answer it and the call immediately drop.. this is happening randomly *only* when they are connecting to the finesse via vpn.

on the firewall i noticed some tcp-fin and tcp-rst from both client and server:

amit_akuka_0-1641117685707.png

 

As far as i know its because of TCP 3way handshake fails.

I also checked the finesse agent logs but its not telling me much:

2021-12-30T09:20:40.690 +02:00: 6A6Fd5: "": Dec 30 2021 09:20:40.736 +0200: CallControl : [WorkflowEngine] Starting queued event processing...
2021-12-30T09:20:40.691 +02:00: 6A6Fd5: "": Dec 30 2021 09:20:40.737 +0200: CallControl : [WorkflowEngine] ------ Got Dialog event from queue: Action: add URI: /finesse/api/Dialog/40212954 ------
2021-12-30T09:20:40.692 +02:00: 6A6Fd5: "": Dec 30 2021 09:20:40.738 +0200: CallControl : [WorkflowEngine] Event URI (/finesse/api/Dialog/40212954) not found in evaluation cache.
2021-12-30T09:20:40.694 +02:00: 6A6Fd5: "": Dec 30 2021 09:20:40.740 +0200: CallControl : [WorkflowEngine] Can we execute workflows for this event (uri='/finesse/api/Dialog/40212954')? ... Yes. We are not evaluating workflows for any other non-User event URI.
2021-12-30T09:20:40.696 +02:00: 6A6Fd5: "": Dec 30 2021 09:20:40.742 +0200: CallControl : [WorkflowEngine] Triggering processing of the next event in the queue.
2021-12-30T09:20:40.697 +02:00: 6A6Fd5: "": Dec 30 2021 09:20:40.743 +0200: CallControl : [WorkflowEngine] ------ Event queue is empty. ------
2021-12-30T09:20:40.896 +02:00: 6A6Fd5: "": Dec 30 2021 09:20:40.942 +0200: CallControl : EventTunnel.eventHandlerImpl() - Event received::<Update>
<data>
<dialog>
<associatedDialogUri></associatedDialogUri>
<fromAddress>4582</fromAddress>
<id>40212954</id>
<mediaProperties>
<DNIS>4545</DNIS>
<callType>ACD_IN</callType>
<dialedNumber>4440</dialedNumber>
<outboundClassification></outboundClassification>
<callvariables>
<CallVariable>
<name>callVariable1</name>
<value></value>
</CallVariable>
<CallVariable>
<name>callVariable2</name>
<value></value>
</CallVariable>
<CallVariable>
<name>callVariable3</name>
<value></value>
</CallVariable>
<CallVariable>
<name>callVariable4</name>
<value></value>
</CallVariable>
<CallVariable>
<name>callVariable5</name>
<value></value>
</CallVariable>
<CallVariable>
<name>callVariable6</name>
<value></value>
</CallVariable>
<CallVariable>
<name>callVariable7</name>
<value></value>
</CallVariable>
<CallVariable>
<name>callVariable8</name>
<value></value>
</CallVariable>
<CallVariable>
<name>callVariable9</name>
<value></value>
</CallVariable>
<CallVariable>
<name>callVariable10</name>
<value></value>
</CallVariable>
</callvariables>
<queueNumber>45</queueNumber>
<queueName>HelpDesk</queueName>
</mediaProperties>
<mediaType>Voice</mediaType>
<participants>
<Participant>
<actions>
<action>ANSWER</action> //tal answering
</actions>
<mediaAddress>4545</mediaAddress> //tal's DN Number
<mediaAddressType>AGENT_DEVICE</mediaAddressType>
<startTime>2021-12-30T07:20:40.458Z</startTime>
<state>ALERTING</state>
<stateCause></stateCause>
<stateChangeTime>2021-12-30T07:20:40.458Z</stateChangeTime>
</Participant>
<Participant>
<actions>
<action>UPDATE_CALL_DATA</action> >>>>>>>UPDATE_CALL_DATA
<action>DROP</action> >>>>>>>DROP
</actions>
<mediaAddress>4582</mediaAddress>
<mediaAddressType></mediaAddressType>
<startTime>2021-12-30T07:14:39.226Z</startTime>
<state>INITIATED</state>
<stateCause></stateCause>
<stateChangeTime>2021-12-30T07:20:40.137Z</stateChangeTime>
</Participant>
<Participant>
<actions>
<action>CONSULT_CALL</action>
<action>UPDATE_CALL_DATA</action>
<action>START_RECORDING</action>
<action>SEND_DTMF</action>
<action>HOLD</action>
<action>DROP</action>
<action>TRANSFER_SST</action>
</actions>
<mediaAddress>31928</mediaAddress>
<mediaAddressType></mediaAddressType>
<startTime>2021-12-30T07:14:39.226Z</startTime>
<state>ACTIVE</state>
<stateCause></stateCause>
<stateChangeTime>2021-12-30T07:14:39.226Z</stateChangeTime>
</Participant>
</participants>
<state>ALERTING</state>
<toAddress>4440</toAddress>
<uri>/finesse/api/Dialog/40212954</uri>
</dialog>
</data>
<event>PUT</event>
<requestId></requestId>
<source>/finesse/api/Dialog/40212954</source>
</Update>
2021-12-30T09:20:40.971 +02:00: 6A6Fd5: "": Dec 30 2021 09:20:41.017 +0200: CallControl : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/tal.l1/Dialogs': <Update>
<data>
<dialog>
<associatedDialogUri></associatedDialogUri>
<fromAddress>4582</fromAddress>
<id>40212954</id>
<mediaProperties>
<DNIS>4545</DNIS>
<callType>ACD_IN</callType>
<dialedNumber>4440</dialedNumber>
<outboundClassification></outboundClassification>
<callvariables>
<CallVariable>
<name>callVariable1</name>
<value></value>
</CallVariable>
<CallVariable>
<name>callVariable2</name>
<value></value>
</CallVariable>
<CallVariable>
<name>callVariable3</name>
<value></value>
</CallVariable>
<CallVariable>
<name>callVariable4</name>
<value></value>
</CallVariable>
<CallVariable>
<name>callVariable5</name>
<value></value>
</CallVariable>
<CallVariable>
<name>callVariable6</name>
<value></value>
</CallVariable>
<CallVariable>
<name>callVariable7</name>
<value></value>
</CallVariable>
<CallVariable>
<name>callVariable8</name>
<value></value>
</CallVariable>
<CallVariable>
<name>callVariable9</name>
<value></value>
</CallVariable>
<CallVariable>
<name>callVariable10</name>
<value></value>
</CallVariable>
</callvariables>
<queueNumber>45</queueNumber>
<queueName>HelpDesk</queueName>
</mediaProperties>
<mediaType>Voice</mediaType>
<participants>
<Participant>
<actions>
<action>ANSWER</action>
</actions>
<mediaAddress>4545</mediaAddress>
<mediaAddressType>AGENT_DEVICE</mediaAddressType>
<startTime>2021-12-30T07:20:40.458Z</startTime>
<state>ALERTING</state>
<stateCause></stateCause>
<stateChangeTime>2021-12-30T07:20:40.458Z</stateChangeTime>
</Participant>
<Participant>
<actions>
<action>UPDATE_CALL_DATA</action>
<action>DROP</action>
</actions>
<mediaAddress>4582</mediaAddress>
<mediaAddressType></mediaAddressType>
<startTime>2021-12-30T07:14:39.226Z</startTime>
<state>INITIATED</state>
<stateCause></stateCause>
<stateChangeTime>2021-12-30T07:20:40.137Z</stateChangeTime>
</Participant>
<Participant>
<actions>
<action>CONSULT_CALL</action>
<action>UPDATE_CALL_DATA</action>
<action>START_RECORDING</action>
<action>SEND_DTMF</action>
<action>HOLD</action>
<action>DROP</action>
<action>TRANSFER_SST</action>
</actions>
<mediaAddress>31928</mediaAddress>
<mediaAddressType></mediaAddressType>
<startTime>2021-12-30T07:14:39.226Z</startTime>
<state>ACTIVE</state>
<stateCause></stateCause>
<stateChangeTime>2021-12-30T07:14:39.226Z</stateChangeTime>
</Participant>
</participants>
<state>ALERTING</state>
<toAddress>4440</toAddress>
<uri>/finesse/api/Dialog/40212954</uri>
</dialog>
</data>
<event>PUT</event>
<requestId></requestId>
<source>/finesse/api/Dialog/40212954</source>
</Update>

 

is <action>UPDATE_CALL_DATA</action><action>DROP</action> tell anyone something?

Labels:
2 Replies 2

Elliot Dierksen
VIP
VIP

‎01-02-2022 05:47 AM - edited ‎01-03-2022 06:03 AM

If it is happening intermittently over VPN, I would look at that users internet connection or perhaps their home network. Perhaps the person on VPN is on wireless and has a weak signal or something of that sort.

bill.king1
VIP
VIP

‎01-02-2022 08:17 AM

How is the call being delivered (i.e. physical Cisco phone, IP Communicator, Jabber, etc.)? Do the calls ever drop while talking? In other words, can you eliminate if this is a voice issue vs. a Finesse issue?

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