Cisco Finesse Administration Guide, Release 15.0(1) - Cisco Finesse Failover Mechanisms

Publisher

Cisco Systems

URL

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_cisco-finesse-failover-mechanisms.html

Published

2026-07-24

Updated

unknown

Accessed

2026-10-02

HTTP status

200

License

Cisco website terms of use; no-redistribution; short excerpts and locators only

Source notes citing this source

• After a successful API request such as sign-in, Finesse caches the agent's credentials for 30 minutes, which lets authentication continue during an AWDB outage. in context
• If the browser crashes or is refreshed, Finesse waits 60 seconds before sending a forced logout request to the CTI server, allowing the browser to reconnect. in context
• During CTI failover Finesse is OUT_OF_SERVICE, does not process client requests or send events, and answers any request with 503 Service Unavailable. in context
• With Agent PG 12.5(1) or later, CTI server or Agent PG failover takes roughly 35 to 75 seconds. in context
• Finesse treats the CTI connection as lost when it misses three consecutive heartbeats (five-second interval) or the CTI socket fails. in context
• With the default layout, 2000 users and Agent PG 12.5(1), Finesse desktop failover takes roughly 50 to 110 seconds. in context
• Finesse desktop failover is triggered by loss of connectivity to the Notification Service, unavailability of Tomcat, the REST API or the Notification Service, or loss of the CTI connection. in context
• Desktop failover logic prefers the publisher: on finding the subscriber available it checks the publisher once more before switching. in context
• If the Notification Service is the source of failure, the desktop makes three reconnection attempts before changing state. in context
• During desktop failover the client polls SystemInfo on the publisher every 20 seconds. in context
• Finesse CTI failover requires Unified CCE in duplex mode and the side B CTI host and port set in the Finesse administration console. in context
• In duplex mode, after losing the CTI Server Finesse alternates between the configured side A and side B CTI servers until a connection succeeds. in context
• Finesse treats the CTI connection as lost when it misses three consecutive CTI Server heartbeats (5-second interval) or when its socket to the CTI Server fails. in context
• With Agent PG 12.5(1) or later, Cisco puts CTI Server/Agent PG failover as seen by Finesse at roughly 35 to 75 seconds, excluding server recovery time. in context
• With Agent PG 12.0(1) or 11.6(1), Cisco puts CTI failover at roughly 75 to 120 seconds, and Finesse takes up to 40 seconds longer to detect CTI failover than with Agent PG 12.5(1) or later. in context
• While CTI failover is in progress Finesse is OUT_OF_SERVICE, sends no events, and answers client requests with 503 Service Unavailable. in context
• An entire Finesse cluster going OUT_OF_SERVICE at once, while Unified CM phones keep working, points to the Agent PG CTI Server or the path to it rather than to Finesse itself. inferred in context
• After reconnecting and returning to IN_SERVICE, Finesse publishes the last call-control, call-data and agent states to all clients, but events for a call that started and ended entirely during failover are not published. in context
• On CTI disconnection, Finesse moves agents to WORK on non-voice media routing domains to stop task routing, and Unified CCE 12.5(1) or later can keep them in WORK after reconnect; the enableAutoWorkModeStateChange property defaults to true. in context
• With Finesse 12.6(1) and Unified CCE 12.6(1), Agent PG maintenance mode lets Finesse reconnect to the alternate PG without interrupting sign-in, state changes or calls. in context

Cite this source record

APA

WarmTransfer. (2026, July 24). Cisco Finesse Administration Guide, Release 15.0(1) - Cisco Finesse Failover Mechanisms. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-finesse-1501-admin-failover

BibTeX

@misc{warmtransfer-cisco-finesse-1501-admin-failover,
  title  = {Cisco Finesse Administration Guide, Release 15.0(1) - Cisco Finesse Failover Mechanisms},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-finesse-1501-admin-failover},
  note   = {Cisco Systems, accessed 2026-10-02}
}