Failure Scenario
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Unified CCX HA Behavior
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Cisco Finesse Service on Node 1
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Cisco Finesse Service on Node 2
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Cisco Finesse Client Behavior
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Unified CCX Engine fails over from master to Non-Master node
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Engine Mastership changes from master to non-master.
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Finesse goes OUT_OF_SERVICE and will return to IN_SERVICE as soon as it connects to the new master engine.
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Finesse goes OUT_OF_SERVICE and will return to IN_SERVICE as soon as it connects to the new master engine.
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Agent would see the red disconnection bar, and will automatically relogin into the Finesse side that comes to IN_SERVICE first. It can be either Node 1 or Node 2.
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Unified CCX Engine Failure on Non-Master node
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Unified CCX Engine on Node 1 continues to be Master, thus no change.
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Finesse will continue to be in IN_SERVICE.
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Finesse goes OUT_OF_SERVICE.
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Agents connected to Node 1 will continue to be logged in.
Agents connected to Node 2 will be temporarily disconnected and will connect to the Finesse Service on the node that is IN_SERVICE.
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Finesse Service Out of Service on Node 1
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Engine mastership is not affected.
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OUT_OF_SERVICE
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Finesse on Node2 will continue to be in IN_SERVICE.
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Any agents connected to Node 1 will be temporarily disconnected and will connect to Finesse on Node 2.
Agents connected to Node 2 will not be impacted.
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Finesse Service Out of Service on Node 2
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Engine mastership is not affected.
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Finesse on Node 1 will continue to be in IN_SERVICE.
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OUT_OF_SERVICE
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Any agents connected to Node 2 will be temporarily disconnected and will connect to Finesse on Node 1.
Agents connected to Node 1 will not be impacted.
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Unified CCX Notification Service Failure on Node1
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Engine mastership is not affected
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OUT_OF_SERVICE
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Finesse on Node 2 will continue to be IN_SERVICE.
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Any agents connected to Node1 will be temporarily disconnected and will connect to Finesse on Node 2.
Agents connected to Node 2 will not be impacted.
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Unified CCX Notification Service Failure on Node 2
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Engine mastership is not affected
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Finesse on Node 1 will continue to be IN_SERVICE
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Finesse service on the node where notification service failed, remain OUT_OF_SERVICE until notification service comes up.
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Any agents connected to Node 2 will be temporarily disconnected and will connect to Finesse on Node 1.
Agents connected to Node1 will not be impacted.
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Island Mode
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Both HA nodes become Master
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Finesse on Node 1 will continue to be IN_SERVICE and will be connected to Engine on Node 1.
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Finesse goes Out Of Service and will return to IN_SERVICE as soon as it connects to the engine on Node 2 which is also the master.
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Agents connected to Node 1 will continue to be logged in.
Agents connected to Node 2 will be temporarily disconnected and will connect to the Finesse Service on the Node 2.
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