Cisco Cisco Finesse 8.5(3) User Guide

If Finesse loses connection to the primary AW database, and the preceding prerequisites have
been implemented, AWDB failover occurs. After Finesse loses connection to the primary AW,
it tries to reconnect to the secondary server. If it cannot connect to any of the AW servers and
the cache has expired, it returns a 401 “Unauthorized” HTTP error message.

Finesse repeats this process for every API request until it can make a successful connection to
one of the AW servers. During failover, Finesse does not process any requests, but clients can
still receive events.

Finesse Client Failover

With a two-node Finesse setup (primary and secondary Finesse server), if the primary server
goes out of service, agents who are signed in to that server are redirected to the sign-in page of
the secondary server.

Client failover can occur for the following reasons:

•

The Cisco Tomcat Service goes down.

•

The Finesse Webapp Service goes down.

•

The Cisco Notification Service goes down.

•

Finesse loses connection to both CTI servers.

Desktop Behavior

Under certain conditions, Finesse sends a forced logout with a reason code of 255 to the CTI
server. The actual behavior of the desktop under these conditions depends on the setting for
Logout on Agent Disconnect (LOAD) in Unified CCE.

If LOAD is set to 1, the CTI server signs the agent out even if that agent is in READY state. If
the agent is in a call-based state (such as TALKING or HELD), the CTI server puts that agent
in LOGOUT_PENDING state and signs the agent out after the call is complete.

If LOAD is set to 0 (which is the default setting), the CTI server sets the agent state to
NOT_READY instead of LOGOUT. If the agent is in READY state, that agent is put into
NOT_READY state. If the agent is in a call-based state, the CTI server puts that agent into
NOT_READY_PENDING state for the duration of the call. After the call ends, the agent is put
into NOT_READY state. If the Logout non-activity time is configured in the Agent Desk Settings
for Unified CCE, and the agent has been in NOT_READY state for the configured time, the
CTI server signs the agent out when the timer expires. For more information about configuring
Agent Desk Settings in Unified CCE, see the Configuration Manager Online Help for Unified
CCE.

You configure the setting for LOAD in the Unified CCE Configuration Manager.

1. In the Configuration Manager, click the plus sign (+) next to Tools.

User Guide for the Cisco Finesse Administration and Serviceability Consoles Release 8.5(3)