But as mentioned in my previous post as well, what all you are experiencing there is majorly because of network issues. If the issue still remains there for the agents who belong to the teams for which the application had been removed, then also you should contact TAC so that they can collect logs and t/s this effectively to find the root cause for this issue. If it does, then it will confirm that your IT team is right and then you can work with TAC in order to get it implemented the correct way in case if it had not been as of now. Rather than having this for all the agents globally, assign this application at the Team level itself and exclude one or more teams as per your convenience and see if the issue indeed goes away. Since you network team had pinned the issue down to the Nice Screen Agent application, I will suggest you to do below: The moment this chain breaks Finesse Desktop will lose its connection but as soon as CCX Engine fails over to the other active node, it in turns inform Cisco Tomcat about the new active node that in turn inform Cisco Unified CCX Notification Service which then ultimately inform the Browser on which the agent is running Finesse Desktop about the new server where it needs to connect now. Till the time, this chain is ok Finesse Desktop will keep working. Below is the flow how all it works:Ĭisco Unified CCX Notification Service connects to the Cisco Tomcat running on UCCX which in turns connect to the CCX Engine. Please note that the Browser on which agents launch Finesse Desktop connects to the Cisco Unified CCX Notification Service and till the time this connection is up, Finesse Desktop will keep working.
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