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ICMP Keepalive for Custom Finesse Desktop client

Question asked by shirpati on Sep 9, 2014
Latest reply on Sep 9, 2014 by dlender

Problem Description,

My customer is using
TRIO desktop client with Finesse 9.1.1SU1
UCCE 9.0.4
About 500 concurrent agents logged in.

TRIO client basically uses ICMP keep alive to maintain the connection. On 5 continuous ping timeouts the client will drop the session with
Server. TRIO Interface is developed using REST APIs as suggested by Cisco Developer Forum using the in the Finesse Web Service Development Guide.

Finesse server has an inbuilt firewall and is configured to block ICMP packets, if there is more than 10 icmp requests per second it will drop the ICMP requests.

Iptable on Finesse box looks like this:
[root@finesse25 ~]# iptables -L
Chain INPUT (policy DROP)
ACCEPT     icmp --  anywhere           anywhere            icmp echo-request limit: avg 10/sec burst 5




Specific Assistance Required,
1. Since the TRIO desktop client is using ICMP as keepalive and flooding the Finesse server with ICMP requests does this have any impact on Finesse server as these ICMP requests are competing against the firewall.

2. Is ICMP requests preferred way to maintain keep alive.