XMPP client is facing frequent connection and authentication failure

Bani741703 · ‎10-31-2019

Our XMPP client was working fine. But suddenly after few days it is frequently getting disconnected/reconnected to notification server. And sometimes on re-connection, authentication is also failing but again succeed in the next attempt. As per our admin, there was no changes in the notification server. This works fine once we restart the Finesse service but the issue appears again after some time. We are missing few notification(which is crucial for our application) due to this frequent disconnection. As our code is in .NET we are using https://fornever.github.io/Jabber-Net/reference/index.html as XMPP client. I am not able to find any clue on whether the issue is with the Finesse notification server or the XMPP client. Any suggestion on this issue and can someone suggest a .NET XMPP client.

dekwan · ‎10-31-2019

Hi,

Based off of the conversations in this forum, a lot of people use Matrix as their .NET XMPP client. You can search the forum for "Matrix" and see a lot of conversation around it. Unfortunately it is not a free library.

As you already pointed out, you have to see if the issue lies in the Finesse notification server or the XMPP client. How long does it take for the issue to reappear? Is it short enough where you can connect with a XMPP client such as Pidgin or Adium to see if the issue is reproducible?

Also, the Finesse notification service has debug logs, but turning on the logs does take a performance hit. So if this is a lab system or it is worth the hit, you can turn them on via cli: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1161/Admin/guide/cfin_b_cisco-finesse-administration-guide-116/cfin_b_cisco-finesse-administration-guide-116_chapter_01100.html#CFIN_RF_CDE007C4_00

Lastly, for your application, are you making 1 XMPP connection per agent?

Thanx,

Denise

Bani741703 · ‎10-31-2019

Thanks Dekwan, for your quick response and suggestion. I will check for "Matrix". There is no any particular time interval for re-occurrence of the issue, it appears intermittently.

For your last question "are you making 1 XMPP connection per agent?" -Yes . Will there be any impact because of this?

dekwan · ‎11-01-2019

Hi,

@Bani741703 wrote:

For your last question "are you making 1 XMPP connection per agent?" -Yes . Will there be any impact because of this?

No impact. 1 XMPP connection per agent is actually what is recommended and supported. Some folks make one XMPP connection for the whole system and subscribe to ALL agent events, but that is NOT supported. So, I was just making sure your design is what is supported and you confirmed that it is.

Thanx,

Denise