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UCCX 11, Finesse, Live Data, SocketIO, High CPU and IE9

Question asked by avholloway on May 11, 2016
Latest reply on Nov 9, 2016 by avholloway

This is a post about UCCX v11.0(1) and Internet Explorer v9, but could apply to many other combinations of these features.  Such as FireFox or IE10 or IE11.  Basically, it's about the browsers ability to use WebSockets correctly.


I have seen that with the introduction of SocketIO in UCCX v11, which is what handles Live Data requests from Finesse, that IE9 does not use WebSockets, and instead falls back to just plain HTTP GET requests.  And A LOT of them!  In fact, on a 300 Agent OVA with only 50 Agents logged in, we see the SocketIO process spike to 100%+ ("show process load num 5 cpu") and the VM CPU in vSphere shows 100% as well.  When Agents logout, the CPU returns to normal.


Has anyone else seen this behavior, or heard of it happening?  Can Cisco comment on if this is the official reason IE9 lost support in UCCX v11, which is when SocketIO was introduced?


It looks like others outside of Cisco have seen issues with IE9 and SocketIO, but it also appears that there is a workaround too:


Here is a screenshot of what IE9 looks like making all of its requests to UCCX.  These happen one right after the other, about 1 per second, maybe faster.



Here is a screenshot of what IE10 (I'd imagine this is the same for IE11) looks like making a single requests using WebSocket technology:



And for one more, here is FF42 using WebSockets properly as well, just like IE10.  It's important to note that that amount of data being transferred in these three scenarios, as far as Live Data goes, is the same, the real difference is the way the data is transferred: a single socket connection, or multiples.