Failure Scenarios

The following table lists possible failure scenarios and describes how a client can determine when a failure occurs.

Scenario

Notification mechanism

Cisco Finesse Notification Service goes down.

Note

In a Unified CCX deployment, this service is called the Cisco Unified CCX Notification Service.

Client loses XMPP connection to the Cisco Finesse Notification Service.

Note
This condition can occur while the Cisco Finesse Notification Services is running if the client loses network connectivity to the server (for example, a client experiences a complete loss of network connectivity).

Cisco Finesse Tomcat goes down.

The 'finesse' user presence becomes UNAVAILABLE (if desktop is still connected to the Cisco Finesse Notification Service).

Finesse web app goes down.

The 'finesse' user presence becomes UNAVAILABLE (if desktop is still connected to the Cisco Finesse Notification Service).

Finesse loses connection to the CTI server.

Finesse sends a SystemInfo notification of status OUT_OF_SERVICE (if desktop is still connected to the Cisco Finesse Notification Service).

Recovery

When any of the preceding failure scenarios are detected, the course of action is to attempt or detect recovery of the server on which the scenario occurred, as well as to check for the availability of an alternate server using the following criteria (when applicable):

  1. The XMPP connection is down.

    Periodically check the SystemInfo object for IN_SERVICE status. After the system is IN_SERVICE, attempt to re-establish the XMPP connection.

  2. If desktop is still connected and a SystemInfo OUT_OF_SERVICE notification is received:

    As long as the XMPP connection remains available, wait for a SystemInfo notification that the system is IN_SERVICE.

  3. A 'finesse' user UNAVAILABLE presence is received.

    As long as the XMPP connection remains available, wait for an AVAILABLE presence notification for the 'finesse' user. Then wait for the SystemInfo IN_SERVICE notification.