Saturday 3 June 2017

UCCX11 SocialMiner WebChat

UCCX11 SocialMiner WebChat
SocialMiner : sm.voicelab.ca (public IP)
UCCX: uccx.voicelab.ca
Ad1: ad1.voicelab.ca (public IP)

SocialMiner Configuration

Contact Service Queue Configuration

Next

Predefined Responses

Channel Parameters




List Chat Web Forms

Next

Chat Web Form Configuration

Next

Create Test Web Page


Manage Desktop Layout


Replace gadget SocialMiner address to yours and paste the XML to Finesse Layout XML
 or download here
<finesseLayout xmlns="http://www.cisco.com/vtg/finesse">
   <layout>
       <role>Agent</role>
       <page>
           <gadget>/desktop/gadgets/CallControl.jsp</gadget>
           <gadget>https://localhost/agentdesktop/gadgets/NonVoiceControl.xml</gadget>
       </page>
       <tabs>
           <tab>
               <id>home</id>
               <label>finesse.container.tabs.agent.homeLabel</label>
               <columns>
                   <column>
                       <gadgets>
                           <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=76D964AD10000140000000830A4E5E6F&filterId=AgentCSQStats.csqName=CL&compositeFilterId=AgentCSQStats.AgentIds.agentId=loginId</gadget>
                           <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=5C626F9C10000140000000600A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget>
                       </gadgets>
                   </column>
               </columns>
           </tab>
           <tab>
               <id>myStatistics</id>
               <label>finesse.container.tabs.agent.myStatisticsLabel</label>
               <columns>
                   <column>
                       <gadgets>
                           <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=150&viewId=67D4371110000140000001080A4E5E6B&filterId=ResourceIAQStats.resourceId=loginId</gadget>
                           <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=420&viewId=5D411E8A10000140000000230A4E5E6B&filterId=AgentStateDetailStats.agentID=loginId</gadget>
                       </gadgets>
                   </column>
               </columns>
           </tab>
           <tab>
               <id>manageCustomer</id>
               <label>finesse.container.tabs.agent.manageCustomerLabel</label>
               <gadgets>
                   <gadget>/desktop/gadgets/CustomerContext.xml</gadget>
               </gadgets>
           </tab>
           <tab>
               <id>manageNonVoiceMedia</id>
               <label>finesse.container.tabs.agent.manageNonVoiceMediaLabel</label>
               <columns>
                   <column>
                       <gadgets>
                           <gadget>https://sm.voicelab.ca/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=430</gadget>
                       </gadgets>
                   </column>
               </columns>
           </tab>
       </tabs>
   </layout>
   <layout>
       <role>Supervisor</role>
       <page>
           <gadget>/desktop/gadgets/CallControl.jsp</gadget>
           <gadget>https://localhost/agentdesktop/gadgets/NonVoiceControl.xml</gadget>
       </page>
       <tabs>
           <tab>
               <id>manageTeam</id>
               <label>finesse.container.tabs.supervisor.manageTeamLabel</label>
               <columns>
                   <column>
                       <gadgets>
                           <gadget>/desktop/gadgets/TeamPerformance.jsp</gadget>
                       </gadgets>
                   </column>
               </columns>
           </tab>
           <tab>
               <id>teamData</id>
               <label>finesse.container.tabs.supervisor.teamDataLabel</label>
               <columns>
                   <column>
                       <gadgets>                           
                           <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=620&viewId_1=7291DCB410000140000000890A4E5B33&filterId_1=ResourceIAQStats.resourceId=CL&viewId_2=728283C210000140000000530A4E5B33&filterId_2=ResourceIAQStats.resourceId=CL</gadget>
                           <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=F2F1FC17100001440000014E0A4E5D48&filterId=ChatAgentStats.agentId=CL</gadget>
<!--
   The following Gadgets are used for Predictive/Progressive/Preview Agent Outbound.
   To include this functionality:
   1) Remove these comments leaving the gadget
                           <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=FD919FB9100001440000005D0A4E5B29&filterId=ResourceIAQStats.resourceId=CL</gadget>
                           <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=FD919FB510000144000000470A4E5B29&filterId=ResourceIAQStats.resourceId=CL</gadget>
-->
                       </gadgets>
                   </column>
               </columns>
           </tab>
           <tab>
               <id>queueData</id>
               <label>finesse.container.tabs.supervisor.queueDataLabel</label>
               <columns>
                   <column>
                       <gadgets>                            
                           <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=620&viewId_1=C8E2DB1610000140000000A60A4E5E6B&filterId_1=VoiceIAQStats.esdName=CL&viewId_2=9A7A14CE10000140000000ED0A4E5E6B&filterId_2=VoiceCSQDetailsStats.agentId=CL&compositeFilterId=VoiceCSQDetailsStats.AgentVoiceCSQNames.agentVoiceCSQName=CL&viewId_3=C8EF510810000140000000EB0A4E5E6B&filterId_3=VoiceIAQStats.esdName=CL&viewId_4=C8EE241910000140000000C30A4E5E6B&filterId_4=VoiceIAQStats.esdName=CL</gadget>
                           <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=E42ED788100001440000007B0A4E5CA1&filterId=ChatQueueStatistics.queueName=CL</gadget>
                       </gadgets>
                   </column>
               </columns>
           </tab>
           <tab>
               <id>manageCustomer</id>
               <label>finesse.container.tabs.supervisor.manageCustomerLabel</label>
               <gadgets>
                   <gadget>/desktop/gadgets/CustomerContext.xml</gadget>
               </gadgets>
           </tab>
           <tab>
               <id>manageNonVoiceMedia</id>
               <label>finesse.container.tabs.supervisor.manageNonVoiceMediaLabel</label>
               <columns>
                   <column>
                       <gadgets>
                           <gadget>https://sm.voicelab.ca/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=430</gadget>
                       </gadgets>
                   </column>
               </columns>
           </tab>
<!--
   The following Tab and Gadget are for MediaSense.  They are *ONLY* supported with MediaSense.  If you are not using MediaSense,
   then remove them.  If you are using MediaSense and wish to show Recording Management, then do the following:
       1) Remove these comments leaving the tab and gadget
       2) Replace all instances of "my-mediasense-server" with the Fully Qualified Domain Name of your MediaSense Server.
   IMPORTANT NOTE:
       - In order for this Gadget to work, you must have performed all documented prerequisite steps.
           <tab>
               <id>manageRecordings</id>
               <label>finesse.container.tabs.supervisor.manageRecordingsLabel</label>
               <columns>
                   <column>
                       <gadgets>
                           <gadget>https://sm.voicelab.ca:8440/ora/gadget/MediaSenseGadget.xml</gadget>
                       </gadgets>
                   </column>
               </columns>
           </tab>
-->
       </tabs>
   </layout>
</finesseLayout>

Paste web form html to be index.html


Import Tomcat/Tomcat-Trust Certificate


Login OS admin page of SocialMiner

Download tomcat certificate
Download tomcat-trust

Login to OS admin page of UCCX
Upload them both as Tomcat-trust


Reboot SocialMiner and UCCX


Demo











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3 comments:

  1. ukahsah15Sat Mar 31, 05:35:00 am GMT-6

    What a fantabulous post this has been. Never seen this kind of useful post. I am grateful to you and expect more number of posts like these. Thank you very much.
    publygraph.com

    ReplyDelete
  2. JamesWed Sept 05, 09:05:00 am GMT-6

    Useful post thanks - was your SocialMiner server placed directly on the Internet with a public address?

    I am trying to find out if the SM server can be placed in a DMZ using a private address which is NAT'd to a public one but cannot find a config for this - lots of other people seem to have the same issue.

    ReplyDelete
    Replies
    1. us valleyWed Oct 03, 04:45:00 pm GMT-6

      It was put directly in the DMZ and NAT'ed to public

      Delete

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