Troubleshoot Finesse Page Arrival to Foreground on Internet Explorer

Introduction

There is a registry on the Windows Operating System called ForegroundLockTimeout which specifies the number of times the application icon flashes on the taskbar to notify the user that the system notices activity on a background window. If the time elapsed since the last user input exceeds the value of the ForegroundLockTimeout entry, the window is automatically brought to the foreground. This impacts Finesse behavior on Internet Explorer (IE).

Contribued by Jared Compiano and Edited by Arundeep Nagaraj, Cisco TAC Engineers.

Prerequisites

Requirements

Cisco recommends that you have knowledge of UCCX Versions 10.0 and later with Finesse Desktop.

Components Used

The information in this document is based on UCCX Versions 10.0 and later with Finesse Desktop.

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Problem

On Internet Explorer (IE), the window that contains Finesse page comes to the foreground of other IE windows when there is activity such as and off-hook event or a call to the agent. The window does not come to the foreground of non-IE applications. The default windows behavior is to make the IE icon on the taskbar flash when there is activity in the window from Finesse for 200 seconds (200000 milliseconds) before the application pops to the foreground.

Before Finesse Activity

Before Finesse activity, we have a non-Finesse IE window on the foreground.

After Finesse Activity

After Finesse activity such as an off-hook event, the Finesse window is brought to the foreground.

Solution

You can edit the registry values to solve the issue:

Step 1. Open Registry Editor.

• On Windows, click Start.
• Search for Run and press enter.
• In the Run window type the following:

regedit

Step 2. Locate the ForegroundLockTImeout Registry.

On the Registry Editor, navigate to Computer > HKEY_CURRENT_USER > Control Panel > Desktop. Click on Desktop and locate the ForegroundLockTimeout registry.

Step 3. Correct the ForegroundLockTimeout Registry Value.

The ForegroundLockTimeout registry type REG_DWORD is a 32-bit number and by defalut is represented in a hexidecimal base. For registry value types, refer to this Microsoft Knowledge Base article: Registry Value Types

Note: The 0x prefix denotes the number is hexidecimal. The zeros in the hexidecimal number represent the number 0, not the letter o.

• Right click on ForegroundLockTimeout and click Modify...
• Set Value data to 30d40 and click OK.

If the value is set to 0,the IE icon does not flash, instead an activity on Finesse immediately pops the IE window to the foreground.

Step 4. Restart the Windows PC.

You must restart the Windows PC for the changes to take effect.

Step 5. Confirm The Finesse Behavior.

• Open two IE windows, one with Finesse and the other window can have anything else open
• Log into Finesse and stay Not Ready
• Move the non-Finesse page window to the foreground (in front of the Finesse window)
• Go off-hook to generate activity on Finesse
• The Finesse page window does not pop up in front, instead the IE icon flashes

Note: The Registry Editor settings do not impact Firefox or Chrome.

Related Information

Microsoft TechNet: ForegroundLockTimeout

UCCX End-User Guides: Reference the Finesse Desktop Behavior section of Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express.

UCCE Cisco Finesse End-User Guides: Reference the Finesse Desktop Behavior section of Cisco Finesse Desktop User Guide for Unified Contact Center Enterprise.