Cisco Cisco Finesse 8.5(3) User Guide
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Finesse encounters a failure on the socket opened to the CTI server.
During failover, Finesse does not handle client requests. Any request made during this time
receives a 503 “Service Unavailable” error message. In addition, Finesse does not send out
events during this period. After Finesse reconnects to a CTI server, it starts responding to client
requests and publishing events.
receives a 503 “Service Unavailable” error message. In addition, Finesse does not send out
events during this period. After Finesse reconnects to a CTI server, it starts responding to client
requests and publishing events.
Any call control, call data, or agent state actions that occur during CTI failover are published
as events to the Agent Desktop after failover is complete. This allows Finesse clients to reflect
an accurate view of the call control, call data, and agent state.
as events to the Agent Desktop after failover is complete. This allows Finesse clients to reflect
an accurate view of the call control, call data, and agent state.
If an agent makes or answers a call and ends that call during failover, the corresponding events
are not published after failover completes.
are not published after failover completes.
Note: An agent or supervisor who signs in after being on an active conference with other devices
(which are not associated with another agent or supervisor) may experience unpredictable
behavior with the Finesse Desktop due to incorrect call notifications from Unified CCE. These
limitations also encompass failover scenarios where a failover occurs while the agent or
supervisor is participating in a conference call. For example, an agent is in a conference call
when the Finesse server fails. When the agent is redirected to the other Finesse server, that agent
may see unpredictable behavior on the Finesse Desktop. Examples of unpredictable behavior
include, but are not limited to, the following:
(which are not associated with another agent or supervisor) may experience unpredictable
behavior with the Finesse Desktop due to incorrect call notifications from Unified CCE. These
limitations also encompass failover scenarios where a failover occurs while the agent or
supervisor is participating in a conference call. For example, an agent is in a conference call
when the Finesse server fails. When the agent is redirected to the other Finesse server, that agent
may see unpredictable behavior on the Finesse Desktop. Examples of unpredictable behavior
include, but are not limited to, the following:
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The desktop does not reflect all participants in a conference call.
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The desktop does not reflect that the signed-in agent or supervisor is in an active call.
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Finesse receives inconsistent call notifications from Unified CCE.
Despite these caveats, the agent or supervisor can continue to perform normal operations on the
phone. Desktop behavior returns to normal after the agent or supervisor drops off the conference
call.
phone. Desktop behavior returns to normal after the agent or supervisor drops off the conference
call.
AWDB Failover
The prerequisites for AWDB Failover are as follows:
1. The secondary Administrative Workstation Database (AWDB) is configured.
2. The secondary AWDB host is configured through the Finesse Administration Console
Agents and supervisors are authenticated against the AWDB database. When an agent or
supervisor makes a successful API request (such as a sign-request or call control request), the
credentials are cached in Finesse for 30 minutes from the time of the request. After a user is
authenticated, that user continues to be authenticated until 30 minutes pass, even if both AWDBs
are down. Finesse attempts to reauthenticate the user against the AWDB only after the cache
expires.
supervisor makes a successful API request (such as a sign-request or call control request), the
credentials are cached in Finesse for 30 minutes from the time of the request. After a user is
authenticated, that user continues to be authenticated until 30 minutes pass, even if both AWDBs
are down. Finesse attempts to reauthenticate the user against the AWDB only after the cache
expires.
User Guide for the Cisco Finesse Administration and Serviceability Consoles Release 8.5(3)
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Chapter 4: Cisco Finesse Failover Mechanisms
AWDB Failover