Ask the Expert: Social Miner Implementation, deployment & troubleshoot with Contact Center

[Lisa Latour]

SocialMiner is a solution that can act as a standalone receiver for social media such as Facebook, Twitter. It also has the ability to integrate with the Unified Contact Center Space to provide Chat, Email and Courtesy Callback functions.
This session will provide an opportunity to learn and ask questions about the Social Miner application and its position in the Contact Center space.

SocialMiner is widely deployed with Cisco Unified Contact Center Express (UCCX) for Web Chat and Agent Email. The Web Chat and Email provides non-voice contacts to agents with Cisco Finesse.

Ask questions from June 22, 2015 through July 3, 2015

Featured Expert

Arundeep Nagaraj is currently working at Cisco TAC (Technical Assistance Center) under the Contact Center Technology for the Cisco Unified Contact Center Express Team (UCCX). I have been supporting customers and partners with issues on UCCX, SocialMiner, Finesse, Mediasense and Cisco Unified Intelligence Center (CUIC). I currently hold the CCIE Voice Certification #40132 and also hold the CCIE Collaboration (Written only). I am current Red Hat Certified Expert (RHCE) and a VMWare Certified Professional (VCP). Within Cisco, I have been working with the UCCX team providing various trainings, developing internal knowledge and articles to help the engineers. I have been presenting on UCCX topics in Cisco Live local events and also a part of the Technical Solutions Clinic at Cisco Live San Diego 2015.

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[Valery Kuznetsov]

Hello Arundeep.

Question about informing agent when new chat arrives to Finesse. For now we testing 10.6 version.

Noticed that if Internet Explorer is minimized in a task bar and new chat contact is arrived agent do not see this event and miss a chat. Internet Explorer window do not get active / do not show up and still get minimized.

How can we deal with that, is it possible to get agent attention and do not miss chat?

[Arundeep Nagaraj]

Hi Valery,

You have definitely been helping us out in providing feedback. Appreciate the same!
 

Regarding the query above, as of today, we only have the audible alert notification which is a sound when the Chat comes in to the Finesse. This is not browser dependent and works on both Firefox and IE.

With respect to the visual notification, this is not available as of today. This is a combined effort on both UCCX and Social Miner product to come up with this solution and hence we are not sure of the timelines where we could include this with the upcoming activities on UCCX. Going by that, I will reach out to the UCCX product owner and see if we have any viable workaround and if not, I would suggest reaching out with this feature request to communities.cisco.com so that we can prioritize it accordingly.

Hope this helps!

Regards,

Arundeep

[Valery Kuznetsov]

Arundeep, will be waiting for your reply. This requirement is very important to us to deploy SM.

Also i've tried UCCX chat without Finesse and in this case when chat arrives browser pops on screen. But simple chat has some disadvantages there's no chat CSQ data in CSD, no multisession support.

[Arundeep Nagaraj]

Hi Valery,

Thanks for the update above. I have reached out to the Product Team and the feedback we have got is definitely useful.

The issue here is that the Chat Control Gadget is all controlled by UCCX product. We will need to find out if this request can be taken into the roadmap for CCX. We have already echoed the need of this feature, however this is where the communities.cisco.com will be the best option or you could let your local accounts team be aware of the feature request to provide the feedback to the product teams.

Hope this helps!

Regards,

Arundeep

[Valery Kuznetsov]

Hello Arundeep.

One more question about SM and UCCX.

For now there's requirment that agent must have ip-phone associated with login and IPCC extension associated to handle calls / chats / feeds / etc in UCCX system.

We have bunch of employees who may not have ip-phones for different reasons and they are responsible to handling chat/email feeds only.

So is there any workaround or solution to allow such users to handle non-voice feeds in SM/UCCX ?

[Arundeep Nagaraj]

Hi Valery,

This is an interesting one. So as of today, we need the IPCC Extension to be assigned to the agents to be able to login.

With the single session Chat on CAD, using the URL "https:<ipaddress>/agentdesktop" this will ask only for Login Username and password. Here there is no IPCC Extension used for login.

With multi-session chat on Finesse, we need to login to Finesse with Username, password and the IPCC Extension.

Now, lets go a bit deeper.

For the first instance with URL on CAD, though we are not inputting an IPCC extension, we are able to login as a Chat Agent. Note that this guy is assigned the capability and skills from the CSQ.

To assign a Chat agent to the CSQ, the resource needs to be available. The resources are synced from Call manager based on IPCC Extension.

So in short, the agents are created via IPCC Extension on UCCX and CAD allowed us to not to use that during Chat login but still needs the IPCC Extension registered to the Call Manager and associated to the RMUser. We are not using that for login but it still needs the phones.

So coming back to Finesse, it is just a shell or an environment that we need for Chat and Email along with Voice. The granularity for these agents to not use Voice can be done by associating them to only Chat and Email, but when it comes to phones, they always needs to have a phone registered and associated to RMUser for them to be a part of CCX.

Hope this helps!

Regards,

Arundeep

[Valery Kuznetsov]

In the Unified CCX Chat Desktop there's no option to choose language neither on login screen nor inside chat desktop.

So only language is English there. Is it possible to change language is CCX Chat Desktop ?

[Arundeep Nagaraj]

Hi Valery,

Currently there is only one language for the single session Chat offered by CAD. There will be no enhancements on the single session Chat purely due to the reason that CAD is going out in UCCX version 11.0 and we are no longer accepting any further enhancements/features on CAD.

All the enhancements/feature requests will be done for multi-session Chat/Finesse.

Hope this helps!

Regards,

Arundeep

[Valery Kuznetsov]

SocialMiner has a Callback feature. It's only compatible with UCCE.

Is there any chance in future to integrate callback with UCCX ?

[Arundeep Nagaraj]

Hi Valery,

Social Miner uses the Callback API for UCCE. Currently we are looking out for more requests based on customer needs for the Outbound Callback API and we are tracking it with the enhancement defect:

CSCus92932

Based on the requests, we will be tracking the priority as this requires a lot of changes and architectural modification on both Social Miner and UCCX.

Also just on a sidenote (for benefit of all) we do have a Callback script for UCCX which can be found here

Hope this helps!

Regards,

Arundeep

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