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Troubleshooting Tips for Cisco Finesse 9.0 Authentication: User attempts an HTTP request and receives an HTTP response with status code 401 (Unauthorized) Administration: Administration page does not load after fresh install Administration: Finesse Administration fails to save secondary Finesse server Administration: Log collection fails Call Control: Extra participant on Agent Desktop in conference call Call Control: Incoming call information is lost after signing out and signing back in Call Control: Reflecting a call made to an unmonitored line prior to login Call Control: Reflecting "Offhook" state of the agent device prior to login Call Control: Reflecting state of a call that is ringing at the far end after Unified CCE failover Call Control: Re-route On No Answer (RONA) does not work with PG failover Client Error: Client requests constantly result in "503 Service Unavailable" Error Error dialog: Unable to retrieve not ready reason codes Error dialog: Unable to retrieve list of wrap-up reasons Desktop: Agent cannot receive a second call while on an active call Desktop: Agent cannot sign in Desktop: Agent is automatically signed out after 30 minutes of inactivity Desktop: Agent is signed out from Finesse but not from CTI Desktop: Agent remains signed in to CTI after the Finesse Desktop closes Desktop: Agent sign in fails after installation Desktop: Agent Signs In with Multiple Browser Sessions Desktop: Agent state change from NotReady to NotReady with Reasoncode resets time in state field in Team Performance gadget Desktop: Agents with blank passwords cannot sign in to Finesse Desktop: Cannot see skill group statistics for agents in various states Desktop: Cannot use third-party recorders with Silent Monitoring Desktop: Client cannot resolve FQDN of Finesse server Desktop: Client's system clock should be synchronized to the Finesse server system clock. Desktop: Desktop shows two-party call when agent signs in while on a conference Desktop: Cannot determine if DTMF is sent successfully Desktop: Gadget preferences do not persist after browser restart Desktop: Issues with transfer and conference via route point when CVP is used for queuing Desktop: Incomplete participant list after conference or transfer via route point when CVP is used for queuing Desktop: Queue statistics were not updated Desktop: Refresh is Not Supported on Agent Desktop Desktop: Reporting errors on the Finesse desktop Silent monitoring fails Desktop: Supervisor cannot receive a call while silent monitoring an agent Desktop: Supervisor's list of queues did not get updated Desktop: Unexpected failovers occur Desktop: User desktop does not appear to be receiving updates or notifications Desktop: User interface does not appear correctly Desktop Error: Finesse is out of service. Please try again or contact the administrator. Layout Presentation: Agent does not see the expected layout Layout Presentation: Desktop layout does not reflect User's new role Notifications: No presence notifications being received by the desktop User Notifications: A user does not receive User Notifications when there is a change to the user object. Replication: Check status and fix replication errors Mobile Agent: After failover, sign-in using Nailed Connection mode results in error Mobile Agent: Agent in Call by Call mode is logged out after RONA Mobile Agent: Agent not shown as a mobile agent Mobile Agent: Error when attempting to make a call while signed in to Call by Call mode
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