Does the IDS URL support load balancing for Cisco Finesse

[Sairohith (Sairohith Thummarakoti)]

@ManojkumarR17075064

Pega Call can work behind a load balancer, but you should use load-balancer settings that preserve persistent connections and affinity when integrating with Cisco Finesse. Pega’s general guidance is to use session affinity on the load balancer (cookie- or IP-based) when a backend requires the same server for a user session. Cisco Finesse desktop uses persistent WebSocket/TCP connections for realtime events, so those connections should be passed through (or pinned) by the load balancer rather than being randomly re-routed. If the IDS/Finesse side requires a persistent session for SSO or event streams, enable sticky/persistence for that virtual service (or use TCP pass-through so the WebSocket stays on the same backend). If your IDS only needs a single short API call at login and can share session state across nodes, strict stickiness may not be needed. In practice, configure health checks, WebSocket/TCP support, and cookie/IP affinity on your LB to be safe and test failover behavior. Finally, verify with your Pega Call SSO docs and Cisco Finesse design guide during testing to confirm your exact setup