/mcpLoad parameter = 0 The Finesse server forwards the forced Finesse desktop sends a forced In a Unified CCE • When the agent's current state is Not Ready, Ready or Wrap-Up, the agent's logout request to the CTI server. logout request to the CTI server. deployment, when Refresh Token has expired state after force logout is changed to Not Ready – Force Not Ready. • When the agent's current state is Talking, the Agent goes into Not-Ready – Force Not Ready state after the call ends. Load parameter = 1 • When the agent's current state is Not Ready, Ready or Wrap-Up, the agent goes to Logged Out – System Failure. • When the agent's current state is Talking, the Agent goes to Logged Out – System Failure immediately even though the call is still active. Failure Handling for Task Routing Clients Task Routing applications that use the Finesse APIs must be able to handle failure scenarios involving Finesse and CCE services. To recover REST and XMPP connections, follow the steps described for failure recovery earlier in this chapter. Once you recover the connections, perform more actions to recover nonvoice media state and nonvoice dialogs. The actions you perform depend on whether your application is built with the Finesse REST APIs or the finesse.min.js javascript library. Recovery Actions for Finesse REST APIs If your application is built with Finesse REST APIs, perform these actions to recover nonvoice media state and nonvoice dialogs: • Use the Media GET API to synchronize your application with the state of the agent in the application's media. For example: https://finesse_server/finesse/api/User/userId/Media/mediaId. • If the maxDialogLimit, interruptAction, or dialogLogoutAction settings do not match the settings set by your application at sign-in time, use the Media Sign In API to reset the settings. The Sign In API returns an "agent already logged in" error. This error is expected. The API call does not affect the agent's state in the media. The call does, however, reset the agent's maxDialogLimit, interruptAction, and dialogLogoutAction settings in the media. • Use the nonvoice Dialog LIST method to synchronize the application with the set of dialogs that the agent currently is assigned. For example: https://finesse_server/finesse/api/User/userId/Media/ mediaId/Dialogs. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 380 Finesse High Availability Failure Handling for Task Routing Clients