UCCX 11.0.1 SU1, CUCM 11.5.1, Finesse, IE, 8841
We have a single agent who is experiencing horrible freezing issues in Finesse. She is not the only one having issues but she is impacted to the point that she cannot function, the app freezes up completely several times a shift. For most other users they will freeze, restart and then not have issues the remainder of the day. Hers happens every time she logs in. I've attached some of the error reports she has posted.
We initially thought this was a PC issue, so attacked that first. Removed and rebuilt her profile, reimaged her PC, replaced all network cabling, ect. When errors continued we had her move to a different physical desk/pc/phone, while it stayed quiet for about 3 hours she began having issues again. Removed her acct from CUCM/UCCX and put her on a temporary username/pw completely new, still errors.
From error logs thought we might be hitting this bug:
https://bst.cloudapps.cisco.com/bugsearch/bug/CSCux33949/?referring_site=bugquickviewclick
But we are already on 11.0.1 SU1 which is supposedly fixed
https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvb67761/?referring_site=bugquickviewredir
This bug also has many of the symptoms but i have done the workaround of removing the agent state detail report from the Finesse Desktop Layout for the entire team, still issues.
I have an active TAC case open, and they are recommending changes to settings in VM to improve latency, however we have a Gig interconnect between our two sites and latency has never been an issue, my boss is hesitant to make changes to root level settings on VM for a single user impact
Grasping at straws here any recommendations appreciated.
Cheers
