Disconnected from the tServer every 30 minutes.

NICE CXone API & Integrations
1

Hi there,
First of all I apologise for any lack of knowledge on my behalf.

Now, the problem we are experiencing- it seems like the users that are connected to a tServer and are inactive for 30 minutes get disconnected from the tServer.
I am being told that we don’t have any time- outs on the Genesys server, so it might be a connection property.

We are using DesktopToolkitX 5.1.

Any suggestions on how this might be rectified, or where can I find more information on the activex toolkit?

thank you

2

What does TServer logs say? What about your network? A non timeout is not always an indicator of quality, maybe bandwidth or packet prioritization is your problem.

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3

tServer logs say that application has been disconnected. Network seems to be working - we might set up a persistent ping to see if the connection goes down at any time.

any idea’s on how else we can identify the problem?

4

Do a sniffer.

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5

Is it exactly 30 minutes?

It could be related to a TCP level idle timeout.

Try turning on ADDP on in any connections for the client application object in CME.

2 Likes
6

Hi,
Are you using a thick client or thin client?

Did you check logs in IIS server in case of Thin client.