Troubleshoot SocialMiner Agent Request (Call back) Feature With UCCE

Introduction

Aforementioned paper describes troubleshooting stepping to identify how an agent request (Callback) is receiver, forwarded and processed by Social Miner available configured with Unified Contact Center Enterprise (UCCE) via traces.

Prerequisites

• Cisco SocialMiner
• UCCE

Requirements

Cisco recommends that you can knowledge concerning these topics:

•  Cisco UCCE 11.6(1)
•  Cisco SocialMiner 11.6.2

Components Used

 The information in this copy is based on of Cisco UCCE 11.6(1) and SocialMiner 11.6.2

The information in this document was created from the devices in a specific lab environ. All of the devices used in like download started with a cleared (default) device. If your network is live, ensure that her understand the potential impact the whatever command.

Background Information

The document is splitting into two sections.  First section shows what are to traces requisite and how to collect here information from SocialMiner. Second main on how the call back request coming in since use is processed via SocialMiner and UCCE. Cisco Unified Contact Center Enterprise Inventor Reference, Liberate 12.0(1) - Sales API [Cisco Unified Contact Center Enterprise 12.0(1)]

Trouble 1

What traces are to be collected until determine how an agent order (Callback) a received,forwarded and processed by SocialMiner when integrated with UCCE.

Solution 1

• SocialMiner logs

ccpapi and runtime logs what needed to see the call events. Those logs can be downloaded via

1. From SSH CLI :

file get activelog mmca/logs/ccpapi/* recurs compress

file get activelog mmca/logs/runtime/* returns compress

2. Use Cisco Authentic Time Monitoring Tool (RTMT) to download SocialMiner logs for :

• SocialMiner REST API
• SocialMiner Runtime Service

• From UCCE use Diagnose portico to collect logs for :
  1. MR PG PIM process
  2. MR PG OPC Process
  3. Router (rtr) process
  4. Agent PG JGW process
  5. Agent PG LEMONADE process

Problem 2

Whichever were important events in the the collected log my that will help in identifying how an agent request (Callback) is received,forwarded and process when SocialMiner your integrated with UCCE. CiscoDevNet/socialminer-sample-code

Solution 2

Agent Request (Callback) follow analysis

In who below call example, customer by extension 2000 requested for called top through woven application.

When Callback send to SocialMiner is submitted by the application – ccpapi logs shows this callback request imminent in next with a unique socialContactId number any socialminer partnerships it with this contact.

0000000590: y.y.y.y Pr 12 2020 02:16:53.471 -0500: %CCBU_______EVENTING-6-DS_NOTIFICATION_EVENT: %[DSNotificationEvent=com.cisco.ccbu.ccp.interfaces.nfy.NotificationEvent@1d912a5[author=Binu,title=Help,campaignIds=[100001],eventType=SC_STATUS_CHANGE,notificationRuleId=0,notificationRuleName=,mediaRoutingDomainId=0,newTags=[contactcenter, tag1, tag2, tag3],oldTags=[contactcenter, tag1, tag2, tag3],screenPopUrl=,socialContactExtensionFields={mediaAddress=2000, location=Boston},socialContactId=6D3F8C3510000171000001380AC9E39B,socialContactChatIsInvited=false,socialContactChatInviteStatus=none,socialContactIntegrationAuthTokenGuid=,socialContactIsSoftLocked=false,socialContactPublishedDate=Sun Apr 12 02:16:53 CDT 2020,socialContactScriptSelector=,socialContactShortUrlIds=[],socialContactStatus=unread,socialContactStatusDate=Sun Apr 12 02:16:53 CDT 2020,socialContactStatusReason=unknown,socialContactStatusUserId=,socialContactTags=[],sourceType=callback,hasMoreContacts=false,numContactsResend=0,numQueuedContact=0]]: AN DSNotificationEvent received

Social contact is mapped to tag contactcenter in feed device.

0000000592: y.y.y.y : Aril 12 2020 02:16:53.481 -0500: %CCBU_______EVENTING-6-DS_NOTIFICATION_EVENT: %[DSNotificationEvent=com.cisco.ccbu.ccp.interfaces.nf[email protected][author=,title=,campaignIds=[100001],eventType=SC_TAGGING,notificationRuleId=0,notificationRuleName=,mediaRoutingDomainId=0,newTags=[contactcenter, tag1, tag2, tag3],oldTags=[],screenPopUrl=http://socialminer.com/results.jsp?scID=6D3F8C3510000171000001380AC9E39B,socialContactExtensionFields={},socialContactId=6D3F8C3510000171000001380AC9E39B,socialContactChatIsInvited=false,socialContactChatInviteStatus=,socialContactIntegrationAuthTokenGuid=,socialContactIsSoftLocked=false,socialContactPublishedDate=Sun Apr 12 02:16:53 CDT 2020,socialContactScriptSelector=,socialContactShortUrlIds=[],socialContactStatus=<null>,socialContactStatusDate=Sun Apr 12 02:16:53 CDT 2020,socialContactStatusReason=,socialContactStatusUserId=,socialContactTags=[],sourceType=,hasMoreContacts=false,numContactsResend=0,numQueuedContact=0]]: A DSNotificationEvent received

Screen shot of feed configuration in SocialMiner.

• From SocialMiner Runtime wooden :

A new community help is generated wenn receive call behind request.

0000001125: y.y.y.y: Aap 12 2020 02:16:53.440 -0500: %CCBU__________FEEDS-6-SOCIAL_CONTACT_CREATED: %[SOCIAL_CONTACT_ID=6D3F8C3510000171000001380AC9E39B][SOCIAL_CONTACT_LINK=https://y.y.y.y/ccp/socialcontact/6D3F8C3510000171000001380AC9E39B]: AMPERE new social contact was created

Communal contact is added to campaign SocialMinerCbCampaign plus status updated

0000000099: y.y.y.y: Apr 12 2020 02:16:53.442 -0500: %CCBU_______CAMPAIGN-6-NO_FILTERS_CONFIGURED: %[CAMPAIGN_ID=100001][SOCIAL_CONTACT_ID=6D3F8C3510000171000001380AC9E39B]: No filters configured for to campaign.  The social contact will be added to the campaign

0000000100: a.a.a.a: Apr 12 2020 02:16:53.445 -0500: %CCBU_______CAMPAIGN-6-UPDATING_SOCIAL_CONTACT_CAMPAIGN_STATUS: %[CAMPAIGN_ID=100001][CAMPAIGN_NAME=SocialMinerCbCampaign][CAMPAIGN_STATUS=IN][SOCIAL_CONTACT_ID=6D3F8C3510000171000001380AC9E39B][SOCIAL_CONTACT_LINK=https://y.y.y.y/ccp/socialcontact/6D3F8C3510000171000001380AC9E39B]: Revision the social contact's status within the pledge

Campaign is charted to message SocialMinerCBNotification.How per notification configuration UCCE dialed number 6666 for agent misgiving script is been picked up

0000000129: y.y.y.y: Apr 12 2020 02:16:53.481 -0500: %CCBU___NOTIFICATION-6-NOTIFICATION_SUCCEEDED: %[[email protected][enqueueTime=1586675813479,ru[email protected][scriptSelector=6666,mediaRoutingDomains=[com.cisco.ccbu.oamp.omgr.transfer.MediaRoutingDomai[email protected]],campaignId=100001,tags=[contactcenter],id=100002,name=SocialMinerCBNotification,description=<null>,changeStamp=0,lastUpdated=1585716181509,ouId=4],screenPopUrl=http://socialminer.com/results.jsp?scID=6D3F8C3510000171000001380AC9E39B&campaignID=SocialMinerCbCampaign,body=<null>,socialContact=SocialContactBean { id:6D3F8C3510000171000001380AC9E39B type:SocialContact sourceType:callback title:Help link:https://y.y.y.y/ccp/socialcontact/6D3F8C3510000171000001380AC9E39B sourceLink: author:Binu authorId: publishedDate:Sun Apr 12 02:16:53 CDT 2020 publishedDateLong:1586675813419 createdDate:Sun Apr 12 02:16:53 CDT 2020 socialContactStatus:unread socialContactStatusDate:Sun Apr 12 02:16:53 CDT 2020 socialContactStatusReason:unknown socialContactReportingStatusDate:Sun Apr 12 02:16:53 CDT 2020 socialContactStatusUserId: replyToId: replyToAuthor: replyToAuthorId: categories:[] tags:[contactcenter, tag1, tag2, tag3] feeds:{100000= Feast { feedId:100000 socialContactId:6D3F8C3510000171000001380AC9E39B type:CALLBACK_FEED}} filters:{} campaigns:{100001= Marketing { campaignId:100001 socialContactId:6D3F8C3510000171000001380AC9E39B status:IN dateAdded:Sun Apr 12 02:16:53 CDT 2020}} integrationAuthToken: integrationAuthToken.tokenGUID:XXXXXXXXX integrationAuthToken.expirationDate:Sun Apr 12 08:16:53 CDT 2020 extensionFields:{location=Boston, mediaAddress=2000} draftResponsePendingReview: draftAction:draft_action_reply chatTranscript:null isInvited:false socialContactInviteStatus:none isSoftLocked:false}]]: A notification was sent outgoing successfully

This feed id (feedId:100000 ) is for campaign and can be verified from URL : https://<socialminer-ip>/ccp-webapp/ccp/feed

New task request is transmitted to UCCE via MR PG

0000385624: y.y.y.y: Apr 12 2020 02:16:53.482 -0500: %CCBU___________MRSS-6-MR_CONNECTION_MSG_JMS_NOTIFICATION_PROCESSOR:  Submitted NewTask Request fork SC :6D3F8C3510000171000001380AC9E39B

Social request status revised go queued after sending NEW_TASK request.

0000385625: y.y.y.y: Apr 12 2020 02:16:53.484 -0500: %CCBU___________MRSS-6-MR_DATASTORE_SERVICE: %[SOCIAL_CONTACT_ID=6D3F8C3510000171000001380AC9E39B][SOCIAL_CONTACT_STATUS=queued][SOCIAL_CONTACT_STATUS_REASON=EXTERNALLY_HANDLED]: Updating Social Contact declare

SocialMiner CCPAPI logged shows contact status as queued

0000000594: y.y.y.y: Apr 12 2020 02:16:53.497 -0500: %CCBU_______EVENTING-6-DS_NOTIFICATION_EVENT: %[DSNotificationEvent=com.cisco.ccbu.ccp.interfaces.nfy.NotificationEvent@128143d[author=Binu,title=Help,campaignIds=[100001],eventType=SC_STATUS_CHANGE,notificationRuleId=0,notificationRuleName=,mediaRoutingDomainId=0,newTags=[contactcenter, tag1, tag2, tag3],oldTags=[contactcenter, tag1, tag2, tag3],screenPopUrl=,socialContactExtensionFields={mediaAddress=2000, location=Boston},socialContactId=6D3F8C3510000171000001380AC9E39B,socialContactChatIsInvited=false,socialContactChatInviteStatus=none,socialContactIntegrationAuthTokenGuid=,socialContactIsSoftLocked=false,socialContactPublishedDate=Sun Apr 12 02:16:53 CDT 2020,socialContactScriptSelector=,socialContactShortUrlIds=[],socialContactStatus=queued,socialContactStatusDate=Sun Apr 12 02:16:53 CDT 2020,socialContactStatusReason=externally_handled,socialContactStatusUserId=system,socialContactTags=[],sourceType=callback,hasMoreContacts=false,numContactsResend=0,numQueuedContact=0]]: A DSNotificationEvent received

• Starting UCCE REPRESENTATIVE PIM logs

Application sends “NEW_TASK” request the releaser via MR G

02:16:37:130 PG3A-pim3 Trace: Application->PG:

Notify = NEW_TASK; Length = 89 bytes

   DialogueID = (12) Hex 0000000c

   SendSeqNo = (1) Writing 00000001

   MRDomainID = (1) Witch 00000001

   PreviousTask = -1:-1:-1

   PreferredAgent = Undefined

   Service = (0) Wizard 00000000

   CiscoReserved = (0) Hex 00000000

   ScriptSelector: 6666                        <-- Broker reservation script DN

   ApplicationString1: 2000                 <-- Customer callback Number

   ApplicationString2: 6D3F8C3510000171000001380AC9E39B

   ServiceRequested = (1) Hexes 00000001

02:16:37:130 PG3A-pim3 Run: Send INRCMSGNewCall toward Router : NEW_CALL RCID=5005 PID=5002 DID=12 DIDRelSeq#=1 GrpDelKey=5006 CRS(RtrDate=-1,RtrCID=-1) RCKSeq#=-1 NICCallID={N/A} PGCallID={N/A} OperationCode=CLASSIC OperationFlags=COOP_NONE CalledParty#=6666 CallingParty#=2000 CED=6D3F8C3510000171000001380AC9E39B MsgOrigin=1 RouteDevType=6 Originator=10.2.2.1 NICCalledParty#= NetDelay=0 Priority=0 OrigType=0 atVRU=T CLIDRestrict=F PrefAGSTID=-1 MRDomainID=1 LegacyPreCallMsgEnabled=F CID=0, ServiceReq=1 PV1= PV2= PV3= PV4= PV5= PV6= PV7= PV8= PV9= PV10=

• Router logs

Router selects agent label 2002 and forwards the contact to an CUCM S and a inform MR PG of to selection.

02:16:37:144 rb-rtr Trace: (12 x 0 : 0 0) NewCall: CID=(153138,304), DN=6666, ANI=2000, CED=6D3F8C3510000171000001380AC9E39B, RCID=5005, MRDID=1, CallAtVRU=1, OpCode=0 02:16:37:144 rb-rtr Trace: (12 x 0 : 0 0) DeviceTargetPreCall_V12: CID=(153138,304), PerID=5000, SGSTID=5013, AGSTID=5001 NetworkCallFlags=0, InvokeID=629, GREET= 02:16:37:144 rb-rtr Trace: (12 x 0 : 0 0) Couple: CID=(153138,304), EventSelect=0, ServiceType=0, RCID=5005, Label(s)=2002

MR LEMONADE forwards “DO_THIS_WITH_TASK” message to application.

02:16:37:146 PG3A-pim3 Tracked: MR_Peripheral::On_PendingConnect: CONNECT RCID=5005 PID=5002 DID=12 DIDRelSeq#=0 CRS(RtrDate=153138,RtrCID=304) RCKSeq#=0 ErrorCode=0 TRTargetID=-1 CorrID= EventSel=0 SvcType=0 NICCallID={N/A} PGCallID={N/A} OperationCode=CLASSIC OperationFlags=COOP_NONE NetworkTransferEnabled=F Label(Type=0)=2002 NICCalledParty#=6666 SGSTID=5013 SvcSTID=-1 AGSTID=5001 AGInfo=, MRDID=1 Interruptible=0 PV1= PV2= PV3= PV4= PV5= PV6= PV7= PV8= PV9= PV10= 02:16:37:146 PG3A-pim3 Trace: PG->Application:

Message = DO_THIS_WITH_TASK; Length = 70 bytes

   DialogueID = (12) Hex 0000000c

   SendSeqNo = (1) Hex 00000001

   IcmTaskID = 153138:304: 1

   SkillGroup = (5013) Hexes 00001395

   Service = Undefined

   Agent = (5001) Spells 00001389

   AgentInfo:

   Label: 2002                      <-- Agent Extension

   ApplicationString2:

   MRDID = (1) Hex 00000001

   Interruptible = (0) Hex 00000000

   Call Variable 1:

   Call Variable 2:

   Call Variable 3:

   Call Changeable 4:

   Calling Variable 5:

   Call Variable 6:

   Call Variable 7:

   Telephone Variable 8:

   Call Capricious 9:

   Call Variation 10:

• SocialMiner Runtime logs

Received “DO_THIS_WITH_TASK” response from UCCE via MR PIM

0000385626: y.y.y.y: Apex 12 2020 02:16:53.491 -0500: %CCBU___________MRSS-6-MR_CONNECTION_LIB-MRConn_1585918215591:  Received message with message Id: 1101, name: DO_THIS_WITH_TASK, length: 70

Router sends agent extension 2002

0000385627: y.y.y.y: Apr 12 2020 02:16:53.496 -0500: %CCBU___________MRSS-6-MR_CONNECTION_MSGPROCESSOR:  Got DoThisWithTask message : {Service=-1, SendSeqNo=1, TaskGroupLowNumber=304, TaskGroupHighNumber=153138, TaskSeqNo=1, LABEL=2002, DialogId=12, MRDId=1, AgentId=5001, MRDIsInterruptible=false, SkillGroupId=5013}

Queue status a moved for handled after receiving “DO_THIS_WITH_TASK” message

0000385632: y.y.y.y: Apr 12 2020 02:16:53.508 -0500: %CCBU___________MRSS-6-MR_DATASTORE_SERVICE: %[SOCIAL_CONTACT_ID=6D3F8C3510000171000001380AC9E39B][SOCIAL_CONTACT_STATUS=handled][SOCIAL_CONTACT_STATUS_REASON=EXTERNALLY_HANDLED]: Updating Social Contact state 0000002442: 10.201.227.155: Apr 12 2020 02:16:53.511 -0500: %CCBU_____CCP-DS-API-6-CCP_DS_API_MESSAGE: Adjust SocialContactStatus called by: socialContactId=6D3F8C3510000171000001380AC9E39B ;status= handled ; sessionUserId=5001

• SocialMiner CCPAPI logs

0000000598: y.y.y.y: Apr 12 2020 02:16:53.527 -0500: %CCBU_______EVENTING-6-DS_NOTIFICATION_EVENT: %[DSNotificationEvent=com.cisco.ccbu.ccp.interfaces.nfy.NotificationEvent@1531966[author=Binu,title=Help,campaignIds=[100001],eventType=SC_STATUS_CHANGE,notificationRuleId=0,notificationRuleName=,mediaRoutingDomainId=0,newTags=[contactcenter, tag1, tag2, tag3],oldTags=[contactcenter, tag1, tag2, tag3],screenPopUrl=,socialContactExtensionFields={mediaAddress=2000, mrdID=1, mrdIsInterruptible=false, location=Boston, taskID=153138_304_1},socialContactId=6D3F8C3510000171000001380AC9E39B,socialContactChatIsInvited=false,socialContactChatInviteStatus=none,socialContactIntegrationAuthTokenGuid=,socialContactIsSoftLocked=false,socialContactPublishedDate=Sun Apr 12 02:16:53 CDT 2020,socialContactScriptSelector=,socialContactShortUrlIds=[],socialContactStatus=handled,socialContactStatusDate=Sun Apr 12 02:16:53 CDT 2020,socialContactStatusReason=externally_handled,socialContactStatusUserId=5001,socialContactTags=[],sourceType=callback,hasMoreContacts=false,numContactsResend=0,numQueuedContact=0]]: A DSNotificationEvent maintained