Troublshoot Agent Desktop Disconnect Issues

Publisher

Cisco Systems

URL

https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/222787-troublshoot-agent-desktop-disconnect-iss.html

Published

2025-02-26

Updated

unknown

Accessed

2026-10-02

HTTP status

200

License

Cisco.com terms of use; copyrighted; no-redistribution; short excerpts and locators only

Source notes citing this source

• One indication of a desktop disconnect visible in Agent Desktop logs is that the desktop stopped sending keepalive messages to the notifications (Notifs) backend. in context
• Another indication in Agent Desktop logs is that the desktop stops receiving notifications from the backend or receives them delayed or out of order. in context
• The Webex Contact Center Agent Desktop sends keepalive messages from the desktop application to the backend every 4 seconds. in context
• Cisco's disconnect procedure also asks for logs from network devices in the path such as routers, firewalls and Layer 3 switches. in context
• Cisco's disconnect procedure has the administrator resolve the WebSocket domain with nslookup to collect the IP addresses involved in the desktop WebSocket connection. in context
• Cisco's disconnect procedure calls for a packet capture with Wireshark or a similar tool to review the keepalive message flow. in context
• If no completed messages arrive for 16 seconds from either the Agent Desktop or the notifications backend, the system starts a recovery process and tries to re-establish the connection within the Desktop Lost Connection Recovery Timeout. in context
• An Agent Desktop error report can be collected while the desktop is reconnecting or has lost connection. in context
• In browser developer tools, the Agent Desktop WebSocket live messages are found by filtering the Network tab on WS and looking for the domain api.wxcc-(dc).cisco.com, where (dc) is the tenant's data centre. in context
• Because the desktop's live signalling is a long-lived WebSocket on port 443, any proxy, firewall or VPN device that blocks the WebSocket upgrade or idles out long-lived connections in under 16 seconds of silence would surface as desktop reconnects; Cisco's procedure of capturing on the network devices in the path targets exactly this. inferred in context

Cite this source record

APA

WarmTransfer. (2025, February 26). Troublshoot Agent Desktop Disconnect Issues. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-technote-222787-wxcc-desktop-disconnect

BibTeX

@misc{warmtransfer-cisco-technote-222787-wxcc-desktop-disconnect,
  title  = {Troublshoot Agent Desktop Disconnect Issues},
  author = {{WarmTransfer}},
  year   = {2025},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-technote-222787-wxcc-desktop-disconnect},
  note   = {Cisco Systems, accessed 2026-10-02}
}