Field Notice: FN - 72185 - UCCE/UCCX Finesse Agents Disconnected in Chrome 88 - Software Upgrade Recommended

Notice

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Revision History

Revision	Publish Date	Comments
1.0	24-Jul-21	Initial Release
1.1	27-Aug-21	Updated the Products Affected and Workaround/Solution Sections

Products Affected

Affected OS Type	Affected Software Product	Affected Release	Affected Release Number	Comments
NON-IOS	Finesse Software	12	12.5(1), 12.5(1)ES1, 12.5(1)ES2, 12.5(1)ES3, 12.5(1)ES4, 12.5(1)ES5, 12.5(1)ES6	Finesse UCCE
NON-IOS	Finesse Software	12	12.0(1), 12.0(1)ES1, 12.0(1)ES2, 12.0(1)ES3, 12.0(1)ES4, 12.0(1)ES5, 12.0(1)ES6, 12.0(1)ES7	Finesse UCCE
NON-IOS	Finesse Software	11	11.6(1), 11.6(1)ES1, 11.6(1)ES10, 11.6(1)ES2, 11.6(1)ES3, 11.6(1)ES4, 11.6(1)ES5, 11.6(1)ES6, 11.6(1)ES7, 11.6(1)ES8, 11.6(1)ES9	Finesse UCCE
NON-IOS	Unified Contact Center Express Software	Unified CCX 12	12.5(1), 12.5(1)SU1	Finesse UCCX
NON-IOS	Unified Contact Center Express Software	Unified CCX 11	11.6(2)	Finesse UCCX
NON-IOS	Unified Contact Center Express Latest Updates	Unified CCX 11	11.6(2)ES01, 11.6(2)ES02, 11.6(2)ES03, 11.6(2)ES04, 11.6(2)ES05, 11.6(2)ES06, 11.6(2)ES07	Finesse UCCX

Defect Information

Defect ID	Headline
CSCvx68660	Agents getting disconnected in Chrome 88+
CSCvx73795	Agents getting disconnected in Chrome 88+
CSCvy25397	UCCE Finesse Agents getting disconnected in Chrome 88+

Problem Description

Google Chrome 88+ will heavily throttle chained JavaScript timers for minimized/background tabs in particular conditions. This change in Chrome breaks the ping mechanism between the Finesse client and the server.

The Finesse client sends a ping to the server at fixed intervals so that the presence is maintained on the server and the server knows that the client is alive. This ping mechanism is facilitated by the JavaScript timers on the Finesse client. Now, with Chrome 88, this JavaScript timer will be throttled and ping will be rescheduled to every 60 seconds when the Finesse client tab is in the background or minimized. This delay will cause the Finesse client to lose the connection with the server.

In Finesse desktops which use Bidirectional-streams Over Synchronous HTTP (BOSH) for notifications, the http-bind request with long polling is used by the client to maintain presence on the server. This is also done via recursive JavaScript timers that run on the Finesse client. Due to browser throttling of these JavaScript timers, the http-bind request is delayed and the server proceeds to disconnect the client.

Background

For more information, see Heavy throttling of chained JS timers beginning in Chrome 88.

Problem Symptom

There will be a connection failure for these cases:

• The Finesse for Unified Contact Center Express (Unified CCX) agent moves to Not Ready-Agent Logon while in the Talking state and Not Ready.
• The Finesse standalone agent moves to Not Ready.

Workaround/Solution

For a Unified Contact Center Enterprise (UCCE) Finesse standalone deployment, customers should upgrade to Finesse Release 12.6.1 or later and Finesse Release 12.5(1)ES7 or later.

It will also be included in the upcoming Finesse Release 12.0.1 ES08 and Finesse Release 11.6.1 ES11.

The fix for Unified CCX deployments is included in these releases:

• Unified Contact Center Express 12.5(1) SU01 ES01
• Unified Contact Center Express 11.6(2)ES08

For a workaround, contact the Technical Assistance Center (TAC).

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

• Open a service request on Cisco.com
• By email or telephone

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