socialminer email

mightyking · ‎11-06-2017

Hi Everyone,

I have configured the Socialminer, UCCX and Exchange with no issue. I can see the green checkbox everywhere. The only issue I have is that I can't have the email botton/tab in the agent desktop. When I try to uncomment the gadget by removing the  I receive a message stating An error occurred while attempting to save changes. Try again or contact your administrator.

Could someone please uncomment the email gadget from the following Desktop Layout and send it back to me?

The server names in the layout were modified for the security purposes.

<finesseLayout xmlns="http://www.cisco.com/vtg/finesse">
    <layout>
        <role>Agent</role>
        <page>
            <gadget>/desktop/gadgets/CallControl.jsp</gadget>

    The following Gadget is used for WebChat and Email. It is *ONLY* supported with WebChat and Email. If you are not using WebChat and Email, then
    remove it. If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat and email
    CSQs. To include this functionality:
        1) Remove these comments leaving the gadget

    RESTRICTIONS:
        - The NonVoiceControl gadget must be configured as a page level gadget
        - The NonVoiceControl gadget must not be configured in a column

            <gadget>https://MyServer1.com/agentdesktop/gadgets/NonVoiceControl.xml</gadget>

</page>
        <tabs>
            <tab>
                <id>home</id>
                <label>finesse.container.tabs.agent.homeLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://MyServer1.com:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=76D964AD10000140000000830A4E5E6F&filterId=AgentCSQStats.csqName=CL&compositeFilterId=AgentCSQStats.AgentIds.agentId=loginId</gadget>
                            <gadget>https://MyServer2:8444/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://MyServer1.com:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=112&viewId=67D4371110000140000001080A4E5E6B&filterId=ResourceIAQStats.resourceId=loginId</gadget>
                            <gadget>https://MyServer2:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=420&viewId=5D411E8A10000140000000230A4E5E6B&filterId=AgentStateDetailStats.agentID=loginId</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>manageCall</id>
                <label>finesse.container.tabs.agent.manageCallLabel</label>
            </tab>
<!--
    The following Tab and Gadget are used for WebChat and Email. They are *ONLY* supported with WebChat and Email. If you are not using WebChat or Email, then
    remove them. If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat or email
    CSQs. To include this functionality:
        1) Remove these comments leaving the tab and gadget
        2) Replace all instances of "my-socialminer-server" with the Fully Qualified Domain Name of your SocialMiner Server.
        3) [OPTIONAL] Adjust the height of the gadget by changing the "gadgetHeight" parameter.

IMPORTANT NOTE:
- In order for this Gadget to work, you must have performed all documented prerequisite steps.

RESTRICTIONS:
        - The multisession-reply-gadget must not be configured as a page level gadget
        - The multisession-reply-gadget must not be configured in a column


            <tab>
                <id>manageNonVoiceMedia</id>
                <label>finesse.container.tabs.agent.manageNonVoiceMediaLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            https://MySocialMiner/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=430
                        </gadgets>
                    </column>
                </columns>
            </tab>
-->
        </tabs>
    </layout>
    <layout>
        <role>Supervisor</role>
        <page>
            <gadget>/desktop/gadgets/CallControl.jsp</gadget>
<!--
    The following Gadget is used for WebChat and Email. It is *ONLY* supported with WebChat and Email. If you are not using WebChat and Email, then
    remove it. If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat or email
    CSQs. To include this functionality:
        1) Remove these comments leaving the gadget

RESTRICTIONS:
        - The NonVoiceControl gadget must be configured as a page level gadget
        - The NonVoiceControl gadget must not be configured in a column

            <gadget>https://MyServer1.com/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://MyServer1.com:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=7291DCB410000140000000890A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget>
                            <gadget>https://MyServer2:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=728283C210000140000000530A4E5B33&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://MyServer1.com:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=C8E2DB1610000140000000A60A4E5E6B&filterId=VoiceIAQStats.esdName=CL</gadget>
                            <gadget>https://MyServer2:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=9A7A14CE10000140000000ED0A4E5E6B&filterId=VoiceCSQDetailsStats.agentId=CL&compositeFilterId=VoiceCSQDetailsStats.AgentVoiceCSQNames.agentVoiceCSQName=CL</gadget>

                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>manageCall</id>
                <label>finesse.container.tabs.supervisor.manageCallLabel</label>
            </tab>
<!--
    The following Tab and Gadget are used for WebChat and Email. They are *ONLY* supported with WebChat and Email. If you are not using WebChat or Email, then
    remove them. If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat or email
    CSQs. To include this functionality:
        1) Remove these comments leaving the tab and gadget
        2) Replace all instances of "my-socialminer-server" with the Fully Qualified Domain Name of your SocialMiner Server.
        3) [OPTIONAL] Adjust the height of the gadget by changing the "gadgetHeight" parameter.

IMPORTANT NOTE:
- In order for this Gadget to work, you must have performed all documented prerequisite steps.

RESTRICTIONS:
        - The multisession-reply-gadget must not be configured as a page level gadget
        - The multisession-reply-gadget must not be configured in a column


            <tab>
                <id>manageNonVoiceMedia</id>
                <label>finesse.container.tabs.supervisor.manageNonVoiceMediaLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://MySocialMiner/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=430</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
-->

        </tabs>
    </layout>
</finesseLayout>

deepakcn · ‎12-26-2017

Hi,

I am not sure about the version of UCCX that you are running. I have configured the following files for you from my lab server running 11.5.1 SU1.

1. SM-for-Agent-only = This is just for the agents to use chat and email

2. SM-for-Supervisor-with reports = This for both agents and supervisors to use chat and email + supervisor will have access to live data gadgets for chat and email.

The only thing you need to replace in these files is the following line to match the FQDN of your social miner server. Nothing else needs to be changed :

Replace all instances of "my-socialminer-server" with the Fully Qualified Domain Name of your SocialMiner Server. For eg :

Replace this :

<gadget>https://my-socialminer-server/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=430</gadget>

With this :

<gadget>https://FQDN of Social miner server/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=430</gadget>

Thanks and Regards,

Deepak Nair

deepakcn · ‎12-26-2017

deepakcn · ‎12-26-2017

mightyking · ‎12-28-2017

Thank you Deepak,

MK

Added Solucoes · ‎04-20-2018

I have same problem happens in vesion 11.5

<finesseLayout xmlns="http://www.cisco.com/vtg/finesse">
    <layout>
        <role>Agent</role>
        <page>
            <gadget>/desktop/gadgets/CallControl.jsp</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>

        </tabs>
    </layout>
    <layout>
        <role>Supervisor</role>
        <page>
            <gadget>/desktop/gadgets/CallControl.jsp</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>


                        </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>

                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>manageCustomer</id>
                <label>finesse.container.tabs.supervisor.manageCustomerLabel</label>
                <gadgets>
                    <gadget>/desktop/gadgets/CustomerContext.xml</gadget>
                </gadgets>
            </tab>


        </tabs>
    </layout>
</finesseLayout>