XMPP getting disconnected every couple of minutes

[stephan.steiner]

I'm using Matrix.vNext to connect to Finesse using XMPP. My code is working just fine with UCCX 11.5 - I can subscribe for my agents, and get update on their readyness. The connection stays up forever unless there's a connectivity problem or a problem on UCCX. Now I'm targetting UCCX 12.6, and I'm suddenly getting disconnected every couple of minutes.

I had some trouble with the encryption by default on 12.6, so I did enabled unencrypted access on port 5222 which allowed me to connect. I activated packet logging, and I'm seeing pings from UCCX - something I'm not seeing on 11.5.

So I'm wondering, is there something I need to do on 12.6 that I didn't need to do on 11.5 to keep the connection alive?

@edit: I've been looking at the logs a little closer, and I'm seeing a pattern: I get a ping, then 30 seconds later, I get cut. And it repeats. So I think the server expects some kind of response or activity from me.

[dekwan]

Hi,

I don't think this ever changed, but the Finesse Notification Service expects to get a heartbeat to keep the connection alive.

The Finesse Notification Service did get upgraded from 4.0.3 to 4.3.2 in 12.0 (https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_0_1/Release/Guide/ucce_b_120_release-notes/ucce_b_120_release-notes_chapter_0101.html#topic_9F2464F87D4DE8544141F63E1B752B67), so maybe even though it was always expected in previous releases, it might not have been working right and didn't disconnect.

Thanx,

Denise

[stephan.steiner]

Well, it definitely changed... I've never had to do anything WRT pings in UC10.5 and 11.5. Now all I need is from my lib vendor to tell me how to register the automatic ping handler and hopefully that'll be it. And so I guess we found a long running bug in older releases..

[dekwan]

Hi @stephan.steiner,

I was wondering if you were able to resolve your issue. If so, what ended up being the solution? 

Thanx,

Denise