[cisco-voip] How Important is Running "Supported?"

[Anthony Holloway]

All,

Over the past 10 years, I have seen a multitude of deployments that were
not in a 100% supported configuration.  Most of the time, this simply
results in "don't ask, don't tell" and as long as you didn't need TAC
support, everything should be fine.  I don't necessarily mean UCCX server
compatibility with CUCM, but like phone models, firmware, IOS code, gateway
models, web browsers, OS, Agent shared lines or LG membership, etc.

Well, recently I just ran into a non-supported setup, where it caused the
server to hit 100% CPU utilization and cause all sorts of problems in the
application.

It was UCCX v11 and using IE9 for Finesse.

You can read more about the difference in the browser here, if you have
access:
https://communities.cisco.com/message/215058/

Otherwise the summary is basically this:
UCCX v11 introduced a new technology to support Live Data feeds from
Finesse to CUIC: Socket.IOhttp://socket.io/ <http://Socket.IO>.  Socket.IO
uses HTTP WebSockets <https://en.wikipedia.org/wiki/WebSocket> to open a
single TCP connection from Finesse to UCCX, and then passes all updates to
the data via this single connection.

IE9 lacks the feature to support WebSockets and the Socket.IO software
automatically allows older browser clients to fallback to single HTTP GET
<http://stackoverflow.com/questions/12993704/ie-and-socket-io-compatibility>
calls for each data refresh interval.

This means that instead of having 100 Agents using 1 socket each, for a
total of 100 connections that are persistent, you'll end up 100 Agents
using hundreds of connections (quickly setup and then closed) throughout
the day, resulting in what is essentially a DoS attack on the SocketIO
service.

In theory, this would happen with any browser that doesn't support
WebSockets.

So, how important is being in compliance when it comes to what's supported
and not supported?  Do you typically bend the rules, or are you rigid and
strict?
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