For Contact Pro on-premise customers experiencing one or both of the following issues:
- intermittent connectivity issues, such as terminated sessions. Agents are reporting that Communication Panel loses connection to backend and after a while reconnects.
- disconnected calls. Agents are reporting that calls are disconnected or there are problems with accepting a call.
Recommendation: enable Websocket Activity Check
To address these connectivity issues, it is recommended to enable the Websocket Activity Check In Use parameter.
This parameter activates a keep-alive mechanism based on the WebSocket protocol as defined in RFC6455. It works by sending periodic "ping" messages from the server to the client. The client, in turn, responds with a "pong" message. This constant "ping-pong" exchange ensures that the connection remains active and is not prematurely terminated by any network devices.
Where to enable the setting
This parameter should be enabled for the Embedded Communication Framework (ECF) virtual units in Infrastructure Administrator. This applies to both agent-facing and customer-facing applications. See more about the parameter from ECF Web Server Variables.
Recommendation for Session Border Controllers (SBCs)
In addition to the Contact Pro setting, it is also highly recommended to enable a similar WebSocket keep-alive or activity check parameter on your Session Border Controller (SBC). SBCs play a crucial role in managing real-time communication sessions and often have their own keep-alive mechanisms to maintain WebSocket connections. Enabling this feature on your SBC will provide an extra layer of stability and ensure that the connection is maintained end-to-end. For the specific parameter name and configuration instructions, see your SBC vendor's documentation.
By implementing these recommendations, you can significantly improve the reliability of client-backend connectivity in your Contact Pro on-premise deployment.
