Field Notice: FN - 70275 - FinesseA Goes Out of Service (OOS) When FinesseB Is Shut Down - Software Upgrade Recommended

Notice

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

Revision History

Revision	Publish Date	Comments
1.0	12-Dec-18	Initial Release
1.1	12-Dec-18	Updated the Workaround/Solution Section

Products Affected

Affected OS Type	Affected Software Product	Affected Release	Affected Release Number	Comments
NON-IOS	Finesse Software	11	11.6(1)

Defect Information

Defect ID	Headline
CSCvi86184	FinesseA going OOS when FinesseB is shutdown(not reachable)

Problem Description

For the Cisco Finesse application part of Unified Contact Center Enterprise (UCCE), critical defects have been identified that cause an impact to the Finesse Desktop stability and agent experience.

Background

The Finesse server has been identified to have non-ideal behavior under certain conditions that Cisco has determined are not acceptable. There can be an impact to the ability of agents and supervisors to log in or change states. This is seen only in certain corner scenarios, but it is still important to address for a production environment.

Problem Symptom

The Finesse Side A (FinesseA) will go down, which causes agent login failures. This issue is only seen in the corner scenario where there is a bulk logout of a large number of agents after a period of idle time when the Side B of Finesse (FinesseB) is not reachable. In the event that the FinesseB is not available for any reason and this corner scenario is invoked, the FinesseA will go down as well.

Workaround/Solution

Cisco recommends that customers install the latest Engineering Special, Release 11.6(1)ES04, on Cisco Finesse in order to address this issue. The Cisco Options Package (COP) file and the readme file can be downloaded from the Software Download page. The readme file contains the list of all the defects addressed, which includes the newly introduced diagnostic CLI commands. These commands will improve the ability to troubleshoot issues for the administrator.

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
• By telephone

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