CDT Remains on "Waiting"

[lopediusm]

Good day,

I would appreciate some guidance on an issue we're facing.

We've installed Sinch Contact Pro FP18 on-prem on a Windows Server 2016 environment. Below are the server details:

Servers with Sample IPs - Not Actual:

• Application Server IP: IP = xx.xx.xx.xx
• DB Server (SQL Server 2016) IP:  = xxx.xx.xx.x

The CDT application (http://xxx.xx.xx.x/cdt) is currently only accessible from within the Database Server using IE11. Attempts to access it from the Application server or from an external workstation result in the status "Waiting," with no CDT logs generated in the temporary directory.

Troubleshooting Steps Taken: Following SAP Note "2723188":

• Certificates correctly installed.
• Disabled Firewall and Antivirus on both the Application and Database Servers.
• Verified that IE settings are correctly configured before launching CDT

We've also reviewed logs from CEM, Call Dispatcher, Connection Server, and Agent Server, but no errors or issues have been identified.

Are there any connectivity tests or specific ports we can check from the Application server or client workstations to verify that connections to launch the CDT application are not being blocked?

Your assistance in resolving this issue would be greatly appreciated. Please let me know if any further details are needed.

Regards, 

Lopedius

[dhlashwe]

Hi Lopedius,

maybe you should first check CDT logs on workstation - if there is something blocking connection (I would guess connectivity to Connection Server in VU Agent), then you will not see any error on server, because the connection request will not reach it.

Check CDT logs in %temp% folder, if you did not change default settings. Naming of files is described here: CDT Logs . I would check anything with ERR or timeout, eventually compare with logs collected from database server, where you have successful login.

BR,

Dawood

[lopediusm]

Hi Dawood,

Thanks for your response and input.

There are unfortunately no logs generated on the workstation -> temp directory whenever the CDT gets stuck on "Waiting".

We've also reviewed logs from CEM, Call Dispatcher, Connection Server, and Agent Server, but no errors or issues have been identified.

Regards,

Lopedius

[Jukka]

Hi Lopedius,

Please avoid sharing things like private IPs and URL in community as this is fully public information. 

What happens when open CDT URL is: 

1. Browser tries to fetch HTML files from IIS webserver. You should see some files to be stored to temporary folders of Internet Explorer

2. Client attempts connection with Connection Server 

3. If all above succeed, then you should able to do login. 

For troubleshooting I recommend to change Connection Server and Agent Server on trace level. Then keep both logs open on live mode and see if there are any entries printed when you try to launch CDT. If not, then I recommend to create a ticket and ask us to review your IA config. (share the model file for that). 

Br,
Jukka

[lopediusm]

Hi Jukka

Thank you for your response.

Please note that the IP addresses I provided were only sample data to facilitate our discussion, not actual IPs - I should have clarified that. I appreciate your concern and acknowledge it, thank you.

I will review the logs for both the Connection Server and Agent Server at the trace level to see if we can identify any issues.

Regards,
Lopedius