We are using Pega Call with Pega CS for FS 23.1.3. We connect to Cisco Finesse with an SSO configuration. Right now we have a single point of failure in that the IDS URL we have configured points to a single server. Is it possible to configure it so that it points to a load balancer that redirect…

@PatrickC8660 Yes, the IDS URL for Cisco Finesse can support load balancing to improve reliability and eliminate the single point of failure you’re experiencing. You can set up a load balancer that directs traffic to multiple IDS servers instead of pointing the IDS URL to just one server. To do this…

@Sairohith Thanks for your reply, but I am a bit confused as you are both saying that it is supported but also to “determine if your IDS requires each user session to stay connected to the same server”. My question is about Pega Call being able to support it and if Pega Call requires session sticki…

@PatrickC8660 , Did you try and achieve the mentioned solution from @Sairohith . is it working sir ? . We are also facing this issue and not sure how to avoid this failover issue. Any inputs on this is greatly appreciated. Thanks.

@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 backe…

@PatrickC8660 - Just to provide further clarity, as part of the Pega Call Cisco Finesse CTI Link configuration, we only have provision for a single IDS URL. However, ideally, Cisco should handle this to automatically switch. Unfortunately, Cisco Finesse doesn’t support load balancing. If it is techn…

Does the IDS URL support load balancing for Cisco Finesse

General

PatrickC8660 (Patrick Capron) September 4, 2025, 12:51pm 7

@SandeepPenumadu We have implemented it with a load balanced URL and it is working as expected.

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Does the IDS URL support load balancing for Cisco Finesse

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