Field Notice: FN - 64174 - Unified Contact Center Express: Socket IO Service Continuously Disconnects for Live Data

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Updated:October 13, 2016
Document ID:FN64174

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Revision History

Revision Date Comment
1.0
13-OCT-2016
Initial Public Release

Products Affected

Products Affected
CCX - 11.0(X)

Problem Description

Finesse stock Live Data gadgets throw the error "Live Data is not available after repeated attempts. Retrying" intermittently. This problem is typically seen on an Enhanced License package of Unified Contact Center Express (Unified CCX) 11.0.1.10000-75.

Background

This problem occurs with Unified CCX 11.0.1.10000-75 that runs the Enhanced License package. The Live Data mechanism from 10.x has been changed to use a new service called Cisco Unified CCX Socket IO Service from the old Cisco Unified CCX Notification Service, also known as Openfire. The Socket IO Server side implementation was carried out under the NonVoice Subsystem of the Cisco Unified CCX Engine. The NonVoice Subsystem for the engine will be deactivated when you have an Enhanced License package which leads to the intermittent issues with Live Data errors.

Problem Symptoms

When you log in to the Finesse client as an agent or supervisor, the Live Data gadgets on Finesse show this error: "Live Data is not available after repeated attempts Retrying".

Workaround/Solution

In order to resolve this issue, install COP UCCX 11.0.1 ES06 or later on the 11.0.1 release. Contact the Technical Assistance Center (TAC) in order to access the COP file.

CDETS

To follow the bug ID link below and see detailed bug information, you must be a registered customer and you must be logged in.

CDETS Description
CSCux33949 (registered customers only) UCCX: Socket IO Service continuous disconnect for Live Data

For More Information

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