Troublshoot Agent Desktop Disconnect Issues

Introduction

This document describes how to capture networking logs on agent's PC while troublshooting Agent Desktop disconnect problem.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Webex Contact Center portal - https://admin.webex.com/
• Webex Contact Center Agent Desktop - Contact Center Desktop (cisco.com)
• WxCC 2.0
• Networking basics

Components Used

The information in this document is based on these software versions:

• WxCC 2.0

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, ensure that you understand the potential impact of any command.

Problem Descritpion

Agents complain that they see their Agent Desktop losing internet connection.

Troublshooting 

Step 1. Collect Error report. 

You can do it while the Agent Desktop is reconnected or has lost connection.

You can also collect the Error Report after the Agent Desktop reestablishes the connection.

Step 2. Understand how the keepalives are sent and received by the Agent Desktop.

There are keepalive messages from the Agent Desktop Application to the backend every 4 seconds. In parallel, there are keepalive messages from the Notifs (backend) to the Agent Desktop.

If there are no completed messages for 16 seconds either from the Agent Desktop or from the notifications, the system starts the recovery process.

Then the application tries to reestablish the connection during the time specified in the Desktop Lost Connection Recovery Timeout settings.

Step 3. Understand the indications of the problem that you can detect from the Agent Desktop logs.

• Agent Desktop stopped sending keepalive messages to Notifs (backend). To troubleshoot, you need to start by checking the browser, PC, and Webex Tenant configurations to ensure this is not expected behavior. Refer this article to prevent your browser or PC from stopping sending keepalive messages according to the configurations: https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/220319-configure-environment-to-prevent-agent-d.html

If the problem is still happening after you configure your environment to prevent disconnection, it could still be a networking issue, and the IT department needs to be engaged to troubleshoot networking problems.

• Agent Desktop stopped receiving messages from the notifications, or messages from notifications are coming with delays or out of order. This points to networking issues, and as the next step, the customer's IT department needs to be engaged to help monitor networking browser logs, and collect packet captures from the agent's PC and network devices.

Step 4. Review the browser logs to find the WebSocket live messages.

Inspect the Agent Desktop space, click on Network, filter by WS, and find the messages with the domain api.wxcc-(dc).cisco.com under the Response tab, you can see the keepalive message flow.

Step 5. Collect IP addresses that could be related to the WebSocket connection.

Open up a terminal and use the nslookupcommand to find related IP addresses toapi.wxcc-(dc).cisco.com domain. 

Step 6. Capture and review networking logs.

Capture networking logs using Wireshark or any other networking tools that you are comfortable with.

Filter the logs by the IP addresses collected in Step 5, and filter for messages between your PC and any of those IP addresses. These messages are keepalives between the Agent Desktop and notifications, and vice versa.

Step 7. Capture logs on netwokring devices.

You would also need to capture the logs on your networking devices, such as routers, firewalls, or L3 switches, to troubleshoot why keepalives are not flowing properly.