UCCX Finesse failover

[Ramamoorthy Shanmugam]

Good morning all , I am new to UCCX .

I am familiar with UCCE , PCCE for failover  scenario . My doubts is  UCCX finesse failover .

UCCE  - If primary finesse fail or service interrupted   - all the agents will redirected to secondary finesse automatically .

Because In Primary node cfadmin we have given secondary finesse cluster IP or Hostname .

UCCX – if primary UCCX server or service  down – all the active agents are not able to redirect to secondary finesse .

But during the time We can able to access secondary finesse url .

Please explain UCCX behavior is like that or  there is any way to redirect to secondary node automatically .

Note : We do not have any F5 or other load balancer .

UCCX : Master and Secondary  node

Version : 11.5.x

Ram.S

[Chintan Gajjar]

hey i strongly feel its gonna be the same as ucce/pcce:

1) logged in agents will be redirected to secondary server when primary fails

2) any new agent has to use the secondary server to login.

what you can do is you can have landing page which has link to both primary and secondary finesse servers, and anytime your primary is down you can have that landing page update saying agent to use secondary. and the landing page is what should be published to all agents for login.

[Ramamoorthy Shanmugam]

Hi ,

 What you mean Landing page . Please explain .

We have an UCCX 1 and UCCX 2 like master and slave . When Master UCCX is down – active agents are not able to redirected to secondary finesse .

But new agents can login to secondary finesse .

As per below link .

https://supportforums.cisco.com/discussion/13095011/cisco-finesse-failover-behavior

Scenario 1: Did a fail over test by shutting down uccx01.

1. Logged in agents automatically failover to uccx02 (no issue on this)

Answer for the above  thread  .

Scenario 1: You found out the hard way, that his is how it works.  If the server is down (or even just Tomcat), your link will be broken, and you will not be redirected.  You will either need to publish both URLs to the Agents (like most people do to solve this), or come up with a fancy front end load balancer, and just use https://finesse.test.com:8445 as your single URL.  By the way, if you figure this out, please post about it, as there's not much info out there on this setup.

Can you tell me UCCX with finesse fail over will happen automatically or not ?

Ram.S

[Deepak Rawat]

Finesse should connect/failover automatically to the secondary node once it becomes Master. If this is not happening that means there are some issues in your environment that needs to be troubleshoot. To start with, check the below points:

1. Clear browser cache
2. Load the following URL: https://<IP Address/FQDN of Master server>>: 8445/desktop/locallog and select "Sign In With Persistent Logging". You will be redirected to login page with the appropriate query parameter url.
3. Sign into Finesse
4. Operate Finesse as usual
5. When you run into the problem open a new window or a tab and reopen with same browser type using the following URL: https://<IP Address/FQDN of Master server>>:8445//desktop/locallog and select Refresh button 6. Copy the contents of the console output and paste it onto a text file and save them to get it reviewed.

At the same time, you should also run the below API from a web browser just to check if Finesse is In Service or not. Please note Finesse will show "In Service" for the server running as Master and "Out of Service" for the server running as Slave by default in a HA node

http://<ip address of uccx>:8082/finesse/api/SystemInfo

If Finesse is showing Out of Service for the server running in Master node then you should be doing below:

1. Take the output of utils diagnose test on secondary node and make sure all the tests are passed specially the network test

1. Run "utils uccx notification-service log enable" command from CLI of UCCX server

2. Recreate the issue and click on "Send Error Report" from Finesse. (will only be applicable if agent is logged in and facing issues with Finesse desktop. For agent login issues follow the steps mentioned above and skip this step)

3. Disable the logging "utils uccx notification-service log disable.

4. Collect the following logs from RTMT:

Cisco Finesse
Cisco Unified CCX Notification Service.

At this point, you should probably involve TAC so that they can go through the logs and let you know the RCA for failover not happening

Regards

Deepak

[Ramamoorthy Shanmugam]

Thanks Deepak,

We have done the fail over test and it took 40 to 60 Sec to switch over .

Thanks for your clarification .

Ram.S

[Chintan Gajjar]

by having landing page i meant have some external web-page like http://finesse.abc.com,

on the web page have two buttons one for finesse primary server, one for finesse secondary server.

those button should redirect agents to finesse primary or secondary servers respectively,

on the web-page you can also have disclaimer which can inform agent about primary or secondary servers are under maintenance and agent should be using other available server.

this web-page you can host on other web-server then finesse which can be accessible from agent.

oh just forgot, you can login an agent on primary server and once the agent is logged in you can invoke fail-over test sequence by putting below in the URL bar https://<hostname/ip of primary finesse>:8445/desktop/failover/

[Jon Snipes]

I'm late to the game here, but you could use a bit of javascript to test if the pub is active and display a link to Finesse based on that.  That way you end up with a single link to the user.  Or even just supply a redirect based on that so the user doesn't have to click a link at all.  I've always hated the somewhat obscure URL needed for agents to login.  It should be more easily aliased or something to ease that pain.  I'd hate for an agent not to be able to do their work because they can't remember what port number to use or even that there is such a think as a port number.

<script src="https://ajax.googleapis.com/ajax/libs/jquery/3.3.1/jquery.min.js"></script>
<script>
$.get("http://<uccx-PUB>:8445/desktop").done(function () {
  document.write("<a href=http://<uccx-PUB>:8445/desktop>Finesse Login</a>");
}).fail(function () {
   document.write("<a href=http://<uccx-SUB>:8445/desktop>Finesse Login</a>");
});
</script>