Calabrio Technical Tip
Tech Tip – 2014-02-11: “CAD Integrated Browser may use
cached webpages when sending HTTP actions to another
application if URL is not unique”
Dated: 2014-02-11
Product(s)
Affected:
Defect
Number:
All version of UCCX and UCCE Cisco Agent Desktop utilizing HTTP action capability
N/A
Product is working as designed. Workarounds available.
First found when using UCCX 8.5.1.312 CAD to
pass metadata to WFO-QM ver 9.1.1
Symptom:
When leveraging the HTTP Get/Post actions within CAD to send or collect data fields from a web browser page, the
CAD Integrated Browser (IB) may use a cached version of the web page rather than a fresh version of the web page and
this may cause unexpected results.
Example: When using API commands, such as an HTTP Post action, to send metadata field values from the CAD
Enterprise Data windows to a WFO-QM server to be associated to a call, if the URL being used to send the command is
always the same or has little variance, the CAD IB may report a success when no data has actually been sent to a
server.
Issue:
Since the CAD IB relies on Internet Explorer, its cache settings are tied to one another
How to
Verify:
Below are steps and screen shots to demonstrate a Failure and a Success condition of this issue when an HTTP action is
used to post metadata to a WFO-QM server.
-
Run a Wireshark sniff on the agent’s system and look for outgoing traffic.
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Failure: (screen shot below) When no data appears in Wireshark sniff for metadata being sent to
the WFO-QM server URL http://10.192.253.67/recordingcontrols/rest/metatdata?do... but the
Agent IB shows “success” message.
-
Screen shot using IP address 10.192.253.67 for WFO-QM server receiving metadata from Agent’s PC. Setup of
Wireshark (screen shot):
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Success: (screen shot below) When data appears in Wireshark sniff when metadata is sent from
CAD to the WFO-QM server at 10.192.253.67
When no data appears in Wireshark sniff for metadata being sent to the WFO-QM server URL
http://10.192.253.67/recordingcontrols/rest/metatdata?domain=t...... but the Agent IB shows
“success” message.
Note HTTP action is fully shown as ‘GET /recordingcontrols/rest/metadata?domain=tac.ld &username=…’ so ‘success’
message is true.
Issue
Details:
Work
Around or
Fix:
Since the CAD IB is pulling data from a cached web page, new data never leaves the local system even though a success
page is displayed. This can affect other web applications as previous data is being used for next action.
There are two configuration changes that work around this issue:
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1) Set the CAD agent’s local Microsoft Internet Explorer (IE) browser cache s3ettings to force a page update
every time a page is visited (see below)
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2) Append additional unique data (i.e., CALL_START_TIME) to the URL. This will ensure that the URL is always
unique. Example below, value name is ‘Junk’ and value is CALL_START_TIME, known to be unique per call:
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