for CTI failover are as follows:
If Finesse loses
connection to the A Side CTI server, and the preceding prerequisites have been
implemented, CTI failover occurs.
When Finesse is used
in a duplex Unified CCE deployment, and it loses connection to the A Side CTI
server, it tries to reconnect five times. If the number of connection attempts
exceeds the retry threshold, Finesse then tries to connect to the B Side CTI
server the same number of times. Finesse keeps repeating this process until it
makes a successful connection to the CTI server.
A loss of connection
to the CTI server can occur due to the following:
Finesse does not handle client requests. Any request made during this time
receives a 503
Unavailable" error message. In addition, Finesse does not send out events
during this period. After Finesse reconnects to a CTI server, it starts
responding to client requests and publishing events.
Any call control,
call data, or agent state actions that occur during CTI failover are published
as events to the agent desktop after failover is complete. This allows Finesse
clients to reflect an accurate view of the call control, call data, and agent
If an agent makes or
answers a call and ends that call during failover (that is, the entire call
takes place during failover), the corresponding events are not published after
failover is complete.
An agent or
supervisor who signs in after being on an active conference with other devices
(which are not associated with another agent or supervisor) may experience
unpredictable behavior with the Finesse desktop due to incorrect call
notifications from Unified CCE. These limitations also encompass failover
scenarios where a failover occurs while the agent or supervisor is
participating in a conference call. For example, an agent is in a conference
call when the Finesse server fails. When the agent is redirected to the other
Finesse server, that agent may see unpredictable behavior on the Finesse
desktop. Examples of unpredictable behavior include, but are not limited to,
does not reflect all participants in a conference call.
does not reflect that the signed-in agent or supervisor is in an active call.
receives inconsistent call notifications from Unified CCE.
caveats, the agent or supervisor can continue to perform normal operations on
the phone. Desktop behavior returns to normal after the agent or supervisor
drops off the conference call.