on 02-23-2015 12:38 AM
Integration of UCCX with Social Miner enables uccx agents to handle the chat request from customer.
Create Skill
Assign Skill to Agent
Create a Chat_CSQ
Social Miner Configuration
Chat System Parameter
Chat Widget List
Team
Chat feed
Campaign
Notification
Web chat Page Load
Agent Login
Agent Accepting chat request
Loading chat webpage
Chat initiation by customer
Logge din to the appadmin page of uccx.
Go to subsystem-->rmrcm-->skill
Click add new and enter the skill name
Click Save
Go to subsystemchatChat contact service Queue
Clicks add new button .Enter the CSQ name and Click Next.
Select the skill and click add
Set the minimum competency as required.
Click save.
Go to subsystemchatSocial Miner Configuration
Enter the social miner host name/IP, user name and password you used to logged in to the admin page of social miner.
Keep other values by default.
Click Save.
You can see all status of thesocial miner green.
Go to subsystemchatchat system parameter.
No changes are required, keep the default value.
Go to subsystemchat Chat Widget List
Click add
Enter the webform name.
Select the field you want to be appeared in the web form and moved under Selected fields column.
Click next.
Add the problem statement and the corresponding CSQ name which will handle those.
Click Next.
Webform review page will come. Click finish.
XML code will appear, copy that code to a text document and save that document as html.
In UCCX page click done .
Go to subsystemchatteam
Enter the Team name , select the supervisors, resources and csq for the team.
Click Save.
NOTE: Load Cisco Unified UCCX Serviceability Page.
Go to ToolàContact Center Network Services. Make sure the Chat subsystem is In Service.
Logged into the Social Miner using administrator and password you set during the installation.
GotoConfiguration
CCX Chat Feed is automatically added under feed
CCX Chat Campaign is automatically added under Campaign
GotoConfiguration
CCX Chat Notification is automatically added under notification.
Load the below URL which will be used by uccx agent to accept chat request.
https://<fullyqulified host name> /agentdesktop/
Logged in using agent ID and password.
Agent will show not_ready state after logged in.
Change the status to ready state, so that agent will able to accept the chat request.
Double click the html page you created during Chat Widget List earlier and load the page.
Enter the customer details and clicks submit.
As soon as the customer click submit button , chat request will pop up in agent web-page.
Agent will click on Accept button and all details will reflect on left side of the webpage.
Hope this document will help you.
regards,
reena
Hi Reena
Nice your post.
BTW, do you know where to report on chat that shows a transcript detail? I mean historical report that shows a chat transcript detail?
Thanks
- Alex
Did you find where the chat history is?
Nice one (+5)
-Terry
Hi Reena,
This is a great guide - thanks for posting it.
I'm looking at deploying SocialMiner + UCCX with WebChat, do you know if the SocialMiner server needs to be in the DMZ? I'm trying to find a design guide to see where the server should be placed (LAN or DMZ) as the chat gadget will be on a Internet Hosted website.
From your guide it looks like i'll need to open ports on the firewall to connect to the UCCX server?
Thanks,
Richard
Yes, i was able to resolve this by uploading all the certs within each component as tomcat trust. Once you upload the certs, you then have to restart tomcat on all the servers you upload them to. (CCX, Social-Miner, and Media Sense).
Thanks so much for replying, that's the direction I was headed and I'm in the process of doing the certs right now...
Remarkable guide! Thank you! Can you post a guide on how to create e-mail monitoring in SocialMiner; I would think it would be simpler since it's just setting up to monitor an IMAP mailbox; no customer facing chat URL; none of that?
Thank you
Hi Reena
I need to generate the gadgets for Facebook and Twitter in the Finesse.
Do you know how I can do that?
Thank you.
Hi Reena
Have done the integration but when we click on the chat option in finesse get error chat server not configured, do we also need to have IMP configured
Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: