Socialminer Email Logs (IMAP and SMTP)?

[Gerry O'Rourke]

Is there an ability to review the IMAP and SMTP logs from Socialminer, when it is been used for UCCX email CSQs?

If so, does anyone know what the name and location of the logs files would be and if you need to enable a specific debug level?

I have an issue where it connects to the mail server OK via IMAP, but when you reply it gives an error:

"Unable to reply to customer email. It may have been deleted. Contact your system administrator"

What what I can see via wireshark, no SMTP is attempted at all.

So I assume just before it sends the mail, it is doing an IMAP update of some sort?

And because this fails, it cannot send the mail...

I am not using a supported email server, so don't really have the ability to open a TAC case.

But it would be nice to see what the specific issue is and maybe a way to work around it..

Or even for other installs, this type of debugging would be useful...

Since IMAP is encrypted and SMTP migrates to TLS, this means wireshark is of limited use.

Gerry

[zhaowang · Accepted solution]

For agent email, you may find the related logs in runtime and REST API:

SocialMiner Traces :

-------------------------------

Logs can be collected by directly accessing the given links from a WebBrowser

Please collect the logs from the below URLs (replace <SocialMiner Server IP/Host> with the IP Address or hostname of your SocialMiner Server)

Runtime Logs: https://<SocialMiner Server IP/Host>/ccp-webapp/logs/runtime/

File Pattern: CCBU-runtime.*.startup.log, Error-runtime.*.startup.log

API Logs: https://<SocialMiner Server IP/Host>/ccp-webapp/logs/ccapi/

File Pattern: CCBU-ccpapi.*.startup.log, Error-ccpapi.*.startup.log

Or you can use RTMT to download the Runtime and REST API log.

Cisco SocialMiner User Guide Release 10.6(1) - System Administration [Cisco SocialMiner] - Cisco

Here's 2 simple examples from each:

From runtime:

new email retrieved from exchange

•0000427806: 10.78.95.38: Dec 06 2015 14:54:45.727 +0530: %CCBU__________FEEDS-6-SECURE_IMAP_CLIENT_EMAIL_CONTENT: %[FEED_ID=100013][FEED_NAME=CCX Email Feed EMAIL_CSQ_1][from=Barney Miner <bminer@prithvi13.sm>][id=343][receivedDate=Sun Dec 06 14:54:45 IST 2015][replyTo=Barney Miner <bminer@prithvi13.sm>][subject=Want to a book a train....]

From CCPAPI:

Get email body

•0000195950: 10.78.95.38: Dec 06 2015 14:54:53.128 +0530: %CCBU_________CCPAPI-6-REST_API_INFO: pool-20-thread-30: EmailFeedConnection: DURATION getEmailContent: 769B9220100001510000042C0A4E5F26 : 170 ms

Hope this is useful.

[Filip.Olsen]

Hi .

Im facing the same issue . but i am using a supported version of Exchange...

im getting error :

roduct_name=CCP][subsystem_exception_info=][tid=http-8443-59][version_number=CCP_10_6_1_0_0_0_860]: Information associated with the following logged exception

0000006454: 10.186.250.5: Oct 06 2016 09:50:50.672 +0200: %CCBU_INFRASTRUCTURE-3-REST_API_INTERNAL_SERVER_ERROR: %[exception=com.cisco.ccbu.api.jaxb.error.ApiException: com.cisco.ccbu.ccp.api.reply.email.errors.EmailFolderException]: There was an uncaught and unrecognized exception thrown by the REST API

My issue was language.. look at this bug from Cisco :

https://quickview.cloudapps.cisco.com/quickview/bug/CSCux96145

Filip

[bbiandov]

Mine is a bit different:

0000000272: 172.30.141.11: Apr 07 2017 20:08:42.145 -0700: %CCBU__________FEEDS-3-SECURE_IMAP_CLIENT_FETCH_EXCEPTION: %[FEED_ID=100006][FEED_NAME=CCX Email Feed qc_email][exception=javax.mail.StoreClosedException: * BYE JavaMail Exception: java.io.IOException: Connection dropped by server?][folder=Inbox][host=imap.fatcow.com][username=123@domain.com]: An exception occurred while fetching email.

Has anyone ever used generic IMAP server instead of Microsoft Exchange? How would one create a lab without having an Exchange server just for this setup?

[snandi]

Generic IMAP/SMTP servers are not supported. We support Exchange and Office 365 and Gmail will be added with release 11.6.

[bbiandov]

Thanks snandi -- can you please confirm the minimum version of SocialMiner for Office 365 support?

Thank you

~B

[zhaowang]

UCCX/SM 11.5 is required for Office 365 support.

in 11.6 we'll also add support for GMAIL.

[bbiandov]

zhaowang -- do you have any info on when 11.6 will come out? Thank you!

[bbiandov]

@zhaowangzhaowang -- do you have any info on when 11.6 will come out?

Thank you!

[zhaowang]

11.6.2 and1.6(2) ES01 release have already been on CCO for a while, please download here:

https://software.cisco.com/download/home/283613136/type/283812550/release/11.6%25282%2529

[bbiandov]

@zhaowang - Thank you very much for clarifying: 11.6.2 and 1.6(2) ES01 release is a wonderful news. My problem is that I suspect this little SocialMiner upgrade will require a major chain reaction of having to upgrade the entire UC stack, from CUCM to CNX and UCCX and we're talking some serious effort...

UNLESS... of course it is possible to run SM 11.6.2 and or 1.6(2) ES01 release against UCCX 11.0.1.10000-75 (ES06-37)?

Am I just dreaming here or is there a hope?

Thank you

~B

[zhaowang]

I don't think CUCM will need to be upgraded, you may check the following compatibility matrix.

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/uccxcompat11_6_2.html

However, UCCX upgrade is required as UCCX and SocialMiner are considered as a single solution instead of separate products so they need to upgrade together:

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_6_2/release/guide/uccx_b_solution-release-notes-1162/uccx_b_solution-release-notes-1162_chapter_0100.html

[zhaowang]

BTW, it's a free upgrade without any extra license cost. You'll get lots of email/chat enhancements in 11.6.2 :)