Cisco social miner

Hi team
My client would like to implement social miner CCX 9.x but their concerns are that the server sits on the internet facing zone DMZ and the data base that house the transcript for web chat resides in the DMZ instead of the secured zone.
Any suggestions out there from any experts will be appreciated.
Sent from Cisco Technical Support iPad App

Hello Fayiz,
What is the version you are using?
Regards,
Shabeer

Similar Messages

Cisco social miner facebook issue

i had configured a facebook fan page feed in social miner and authenticated successfully.I then added it to a campaign. after that i posted a comment on the facebook wall. I couldn't get any details from cisco social miner when checking for the results in home page for selected campaign
can anyone help me in resolving this issue? Any feedback would be appreciated?

Hello Fayiz,
What is the version you are using?
Regards,
Shabeer

Cisco Social Miner 9.0 with CCX multisession chat

Hi There
We are currently testing Social Miner with a customer customer and would like to know the following below
When the Agent start a chat session with a customer the "login-user-id" is shown to the custome.r Can we rather get the “Display name displayed in the web chat instead of the “login user-id” (as it is now).?
Can we "promote” if the chat its open or not ,"sort of a trigger point" that should be as if the agent is logged into social miner, then pushing information to the chat web site that it is open and should be seen by end-user that the chat is available before they submit their issue ?
Before UCCX 10.5 We want to use a Single CAD client using multi chat windows in the integrated webrowsers. Of course we will use several Chat Agent-id's one per chat session. We know that in UCCX 10.5 there will be support for “multisession chat" but until then we want to use several webbrowsers in the CAD for chat
Question: is this possible?
rgds Mikael

Hi Mikael,
For Multisession you will need SocialMiner 10.5 with CCX 10.5. SocialMiner 9 will not work for multisession.
Please find the answers to your questions below -
1) We are working to deliver the feature to set aliases for agent which if set will land up in the customer page instead of the login id.
2) We don't have the auto trigger, what we have is a auto answer which suggests that no agent is available currently. This is notified as soon as customer sends the issue request.
3) We don't support this. However you can play with browser profiles and can launch multiple browser instances in different profiles and have multiple logins on stand alone browsers. This is not tested and I am not sure if the feature will work end to end.
Thanks and Regards,
Praveen

Ordering Social Miner

Ok, following the CCX Ordering Guide, Social Miner needs to be ordered with the following part number:
CCEH-CCP-SVR-LIC
However this part is showing Invalid when we attempt to order it. Is there a top-level part # that this needs to be ordered under?
Thank you.

Yes, you need to order IPCE-SVR-ADDON as the top-level part. We have pricing details including screenshot in the partner community:
https://communities.cisco.com/docs/DOC-18916

Social miner + CCX chat configuration

hay
i integrated cucx with social miner ver 9
the integration is fine
after fill in the html web i recive the massege "All customer care representatives are busy assisting other clients. Please continue to wait or try again later."
in the campaign feed, the social contact is going up every massege ,and the agent desktop web page is login status
the issue is that i dont c the chat working in the agent desktop at all
i dont recive nothing....like somthing is missing......
any ideas???
tk
shoham

CUIC is within UCCX and is supported in BE6K no issues there. Social Miner is a separate VM and isnt' one of the supported apps from all the documentation I have seen. Social Miner is used for web chat but isn't really solely dedicated for CCX, It can also be used as a standalone app.
Srini

UCCX Chat with Social Miner

Hello,
I have been testing UCCX 9.0 Chat functionality integrated with Social Miner, and found the following things:
There is a way to configure UCCX in such a way that, Chat sessions will not be presented to Agent, if that Agent is already on a Voice Call. This is ok.
But when testing inverse, I have found that, when Agent is having an active Chat session, the Voice call is still presented to operator if he/she were in Ready state. So Agent should manually set the Voice state to Not Ready each time, so that when chatting the new voice calls will not get to him.
Well, is there a way to tell UCCX not to send new Voice calls to Busy with Chat Agents automatically, so that Agent will not have to change the state manually each time as the new Chat session is presented?

Hi,
In UCCX, Voice calls always takes the priority over the email\chat. Inoreder to not get the Voice Calls Agents have to manually Push themselevs to Not-Ready state.
Thanks,
Anand
pls rate helpful posts !!

Social Miner - UCCX and position in Chat queue

Hi
Position in queue for web chat customer. It is possible?
UCCX is integrated with Social Miner for webchat.
Alex

its not available in UCCX - 10.6 , May be in future release

Social Miner Chat support

Hi
On release notes it is said that Social Miner-UCCX chat (officially) only supports IE 10-11 and Firefox Enhanced Support Release 31.
These days, other browsers like Chrome, have a big chunk of the market and since Social Miner uses JQuery we would like to know why is this limitation is in place.
Thanks
Alex

CUIC is within UCCX and is supported in BE6K no issues there. Social Miner is a separate VM and isnt' one of the supported apps from all the documentation I have seen. Social Miner is used for web chat but isn't really solely dedicated for CCX, It can also be used as a standalone app.
Srini

BU Stance on CUIC and Social Miner (CCX Web Chat) on BE6000

Could the BU give the field some clarification on support of both CUIC and Social Miner (for Web Chat) co-resident on the BE6000 platform? Both applications require VMs and are a part of the CCX 9.0 release. These applications are not mentioned in the "gang of eight," however one could argue they do fall under CCX.

CUIC is within UCCX and is supported in BE6K no issues there. Social Miner is a separate VM and isnt' one of the supported apps from all the documentation I have seen. Social Miner is used for web chat but isn't really solely dedicated for CCX, It can also be used as a standalone app.
Srini

UCCX 10.5 and Social Miner?

Hi
I know that the web chat features of 10.5 run on the social miner platform that ships with CCX once the server license has been acquired. Does this license let you leverage the other features of social miner like Facebook/Twitter/RSS Campaigns? Or is it just limited to web chat?
Thanks

Did you ever find out more info on this, or are you still stuck on it?

Social Miner 9.0 Facebook Reply error

Hi,
We have completed the Social Miner installation as well as have configured the Facbook Fanpage and twitter feeds. We have installed the latest COP file for version 9.0.1 as well.
The problem we are facing is that we are able to see only the feeds from Facebook but we are not able to reply. We get the error in Firefox as there was an error posting the comment on facebook.Unknown Third party error.
I have attached the error. Please advise if thisis an authentication issue or if its better to open a case with TAC?

It is a defect CSCuo95524
The reason: – FB changed their permissions so:
Symptom:
User tries to reply to a Facebook post, or like or unlike a post, and gets the following error: "There was an error posting the comment to Facebook Unknown Third Party Error"
Conditions:
SocialMiner Facebook feed authenticated to Facebook page using Facebook Admin user.
Workaround:
Facebook has changed their permissions. To work around the problem, create a new Facebook user who has permission to post to the page, but is not an admin user. Reauthenticate the SocialMiner Facebook feed with this new user.

Web chat social miner 9.0

Hello!
I try to configure agentdesktop ccx web chat, but I can't researc a sucess. I see this message at the top of my window. In English this means "Subsystems of chat isn't avaliable" or "Subsystems of chat is off". In my UCCX I have:
utils service list:
I can to create a chat manually without UCCX, but I cann't come in agentdesktop without "time-out mistake". My DNS is work without problem. I don't have errors of a certificate when I use domain name insted of IP-address. I can't find mistake despite of I did all how it was in the guides or ciscowiki.
Could you hepl me and give me an advice how I can solve my problem? What informaton must I show for getting an advice?
P.S. When I try to get chat for client according a webform I see this mistake:

Hello,
Please check the servives on UCCX:
CCX Serviceability -> Tools -> ControlCenter -> Network Services.
There are 2 services that must be IN SERVICE:
CCX Engine -> SubSystem Manager -> Chat Subsystem
Admin Services -> Cisco Unified CCX WebServices
If CCX WebServices is not running properly and you have installed the UCCX 9.0 base version (9.0.2.10000-71) then you may facing this Bug ID:
CSCuc70764 - CCX web services is in Shut Down mode
which is marked as Resolved on the UCCX 9.0.2SU1 (9.0.2.11001-24)
I've had the issue, have upgraded and they are up and running now.
Rui

Social Miner 9.0 and CCX multisession chat in CAD

Hi!
We want to use a Single CAD client using multi chat windows in the integrated webrowsers.
Of course we will use several Chat Agent-id's one per chat session. We know that in UCCX 10.5 there will be support for 2multisession chat" but until then we want to use several webbrowsers in the CAD for chat
Question: is this possible=?
rgds Mikael

Hi Mikael,
For Multisession you will need SocialMiner 10.5 with CCX 10.5. SocialMiner 9 will not work for multisession.
Please find the answers to your questions below -
1) We are working to deliver the feature to set aliases for agent which if set will land up in the customer page instead of the login id.
2) We don't have the auto trigger, what we have is a auto answer which suggests that no agent is available currently. This is notified as soon as customer sends the issue request.
3) We don't support this. However you can play with browser profiles and can launch multiple browser instances in different profiles and have multiple logins on stand alone browsers. This is not tested and I am not sure if the feature will work end to end.
Thanks and Regards,
Praveen

Unable to connect TWITTER Page in Social Miner 10.0

All - I am facing an error in TWITTER Account (N/W timeout error when trying to connect FEED)
System was working fine no changes were made for lasy 2 days we didn't receive any chat from TWITTER
Later on when i checked came to know it shows an Error (N/W timeout error when trying to connect FEED), I reauthorize and save it and disabled and enabled the campaign still the same.
I re-booted couple of times but still i am getting same Error.
Any idea pls?
Thanks,
Siva

Hi, I have encountered the same issue.
Just wanted to find out if you were able to resolve it?
Regards.

Ask the Expert: Deployment and Troubleshooting Cisco Unified Contact Center Express (UCCX) Deployments

With Anirudh Ramachandran and Abhiram Kramadhati
Welcome to the Cisco Support Community Ask the Expert conversation. This is an opportunity to learn and ask questions about the latest advancements in Cisco UCCX (such as the integration of Cisco Social Miner to provide agent chat and better reporting using the Cisco Unified Intelligence Center), as well as the existing features of Historical Reporting, custom reporting using the historical database, Agent Email services, JTAPI integration with CUCM, and the HA over WAN cluster mechanism.
Anirudh Ramachandran is a customer support engineer at the Cisco Backbone Technical Assistance Center in Bangalore, India. Working in the Asia-Pacific time zone for the last two years, he focuses on Cisco Unified Contact Center Express issues and specializes in Linux, JTAPI/CTI integration, and UCCX system and database issues. He holds the CCNP Voice and UCCX Specialist certifications, and is also a Red Hat Certified Engineer. Anirudh writes tools and automates bug workarounds for UCCX in addition to working on TAC service requests, and currently has authored and co-authored seven such tools. Anirudh graduated from the National Institute of Technology Karnataka with a Bachelor of Technology in Computer Engineering.
Abhiram Kramadhati is an engineer with the Contact Center Backbone team in the Asia Pacific timezone. He has been working with UCCX since he started with Cisco 2 years ago. During his time at Cisco, he has built his expertise around UCCX Telephony applications, JTAPI integration, UCCX system behaviour, LDAP components and also UCCX as IPIVR in UCCE environments. He also works on other technologies including Unified Communications Manager and UCCE. He has been involved in many technical escalations in the region. Abhiram is a Telecommunications engineer from Bangalore, India.
Remember to use the rating system to let Anirudh and Abhiram know if you have received an adequate response.
They might not be able to answer each question due to the volume expected during this event. Remember that you can continue the conversation on the Collaboration, Voice and Video Contact Center subcommunity discussion forum shortly after the event. This event lasts through May 3, 2013. Visit this forum often to view responses to your questions and the questions of other Cisco Support Community members.

Hi Anthony,
Thanks for the question.
This is an interesting requirement, since the UCCX trigger's configuration is translated only to the Call Forward Busy External setting on the CUCM.
Trigger creation:
144768: Apr 22 21:54:23.789 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet.updateNewTrigger() - Creating a new Trigger :1234
144876: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet routePoint = 1234
144877: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet description = testt
144878: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet deviceName = testt
144879: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet devicePool = {1B1B9EB6-7803-11D3-BDF0-00108302EAD1}
144880: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet devicePoolName = Default
144881: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet callingSearchSpace =
144882: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet callingSearchSpaceName = None
144883: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet redirectCSS = default
144884: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet location = {29C5C1C4-8871-4D1E-8394-0B9181E8C54D}
144885: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet locationName = Hub_None
144886: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet partition =
144887: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet partitionName = None
144888: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet voiceMailProfile =
144889: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet voiceMailProfileName = None
144890: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet forwardBusyVM =
144891: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet forwardBusyDestination =
144892: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet forwardBusyCSS =
144893: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet forwardBusyCSSName = None
144953: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-569.CCMLineSOAPAdmin: try makeRequest() on AXL: 10.106.113.142, AXLUser: axl, AXLPassword: XXXXXX
144954: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:CCMVersionSOAPAdmin.getAXLVersion():7.1
144955: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-569.CCMLineSOAPAdmin: makeRequest() - Start REQUEST ====================
144956: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:POST /axl/ HTTP/1.1
Connection: keep-alive
Host: 10.106.113.142:8443
Authorization: Basic YXhsOmF4bA==
SOAPAction: "CUCM:DB ver=7.1"
Accept: text/*
Content-type: text/xml; charset="utf-8"
Cache-Control: no-cache
Pragma: no-cache
Content-length: 440
http://schemas.xmlsoap.org/soap/envelope/">MADM_5691234CRS Line descriptionCallPark
144957: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-569.CCMLineSOAPAdmin: makeRequest() - End REQUEST ==================
144958: Apr 22 21:54:23.914 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-569.CCMLineSOAPAdmin: getSocket: MADM_LIB_AXL_AXL_SOCKET_POOL-0-79[TLS_RSA_WITH_AES_128_CBC_SHA: Socket[addr=10.106.113.142,port=8443,localport=44913]]
144987: Apr 22 21:54:24.195 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-570.CCMCTIRoutePointSOAPAdmin: makeRequest() - Start REQUEST ====================
144988: Apr 22 21:54:24.195 IST %MADM-LIB_AXL-7-UNK:POST /axl/ HTTP/1.1
Connection: keep-alive
Host: 10.106.113.142:8443
Authorization: Basic YXhsOmF4bA==
SOAPAction: "CUCM:DB ver=7.1"
Accept: text/*
Content-type: text/xml; charset="utf-8"
Cache-Control: no-cache
Pragma: no-cache
Content-length: 839
http://schemas.xmlsoap.org/soap/envelope/">MADM_570testttesttCTI Route PointCTI Route PointCTI Route PointSCCPUserRing1000010000
144989: Apr 22 21:54:24.195 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-570.CCMCTIRoutePointSOAPAdmin: makeRequest() - End REQUEST ==================
145014: Apr 22 21:54:24.647 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerUtil.createRPAndLineOnCCM() - CTI RP created.
145015: Apr 22 21:54:24.647 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerUtil.createRPAndLineOnCCM() - Created a Route Point = 1234
As you would aready know, the UCCX will send an AXL request (within the SOAP envelope) to the CUCM to create this RP. Looking at the existing code, there does not seem to be a method where we are differentiating between CFB_internal and CFB_external while sending this request.
We have taken this as an enhancement request and also spoken to the business unit about the same. It has been added to the roadmap, we will reach out to you offline to understand the business case so that the process can be expedited if needed.
Keep the questions coming
Cheers,
Abhiram Kramadhati

Cisco social miner

Similar Messages

Maybe you are looking for