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Frequent Contributor

UCCX 12.5 social Miner

Dears,

i have a question here for the below step No:2 how the social miner receives the chat request from Webserver what type of connection i have to build between them as in UCCX we specify the social miner IP username and password and they communicate but about webserver and social miner  , can anybody route me to the cisco document. 

 

below is a Very good document but doesn't mentioned anything between the web server and social miner

 

https://community.cisco.com/t5/collaboration-voice-and-video/integration-of-uccx-with-social-miner-chat/ta-p/3139858

 

 

1.Customer sends a chat request

2.SocialMiner proxy service receives the chat request (from the Web server)

3.SocialMiner notifies UCCX of an incoming chat

4.UCCX offers chat to agent

5.Agent accepts chat offer

6.Agent reply gadget joins chat room

7.Get related customer activities and present them in the Context Service gadget

8.The agent and customer chat via proxy

9.Chat ends

10.Customer is offered to save (HTML) transcript

 

#################################################################################

 

Also i was looking for the email integration with Microsoft exchange, anybody can route me to such document as shown in the above link

 

Thanks 

6 REPLIES 6
Highlighted

Dear Ratheesh

 

thanks for the reply, really appreciated, any hints for the below

 

what about web chat which is coming from web server to social miner, how it arrives at social miner ??? what configuration has to be done on web server end to send a chat to social miner and vice versa to accept chat from web server.

 

The email address that the  customer will send an email for example  info@xyz.com, which has to be filled in the below CSQ,,, please correct me if i m wrong.

 

From the Unified CCX Administration menu bar, choose Subsystems > Chat > Contact Service Queues or
Subsystems > Chat and Email > Contact Service Queues as applicable.

 

 

Highlighted

See the Port Utilization doc for Social Miner:
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_0/configuration/guide/rcct_b_1201_port-utilization-guide-ccx/rcct_b_1201_port-utilization-guide-ccx_chapter_011.html

Specifically:
HTTPS
Port 443
Bidirectional
Used for secure (HTTPS) traffic:

From the SocialMiner user interface (browser) or APIs to the SocialMiner server.

From the internet or corporate website to the SocialMiner server. SocialMiner receives incoming chat and callback requests from the internet or corporate website over HTTPS.


Highlighted

Dear Mike

thanks for the reply

Port opening stuff  is all ok  between the social miner and web server, 

let me make it more simple My l question is 

 

when a new chat arrives at the webserver, how does it will be send to the social miner,  Is it a developer job to inject the chat from webserver to social miner and vice versa.

 

the  configuration example link shared in previous post  also doesn't mentioned anything about my query, 

 

Highlighted

not sure if I understand your question correctly. You have to implement cisco social miner (more specific: bubble chat) for your own. technically, it's just an iframe that points to cisco social miner.

https://[SocialMinerAddress]/ccp/ui/BubbleChat.html?host=[SocialMinerAddress]&wid=[WidgetId]&secure=true

it's literally a window in your web page that shows elements from another web server.
cisco's default example just injects the iframe via javascript and assigns some css, so the bubble chat's position is fixed to bottom left.

Highlighted
Frequent Contributor

Dear Mike,

 

let me make more simple the below are the steps taken from cisco PPT for web chat , just explain ( documents) me how it moves from step 1 to step 2 rest all the steps are understood for me. 

 

1.Customer sends a chat request

2.SocialMiner proxy service receives the chat request (from the Web server)

3.SocialMiner notifies UCCX of an incoming chat

4.UCCX offers chat to agent

5.Agent accepts chat offer

6.Agent reply gadget joins chat room

7.Get related customer activities and present them in the Context Service gadget

8.The agent and customer chat via proxy

9.Chat ends

10.Customer is offered to save (HTML) transcript

 

The below is the http inject  that has to be specified on the web server ?? to reach the chat from the webserver to the social miner. ??? please confirm

 

https://[SocialMinerAddress]/ccp/ui/BubbleChat.html?host=[SocialMinerAddress]&wid=[WidgetId]&secure=true

 thanks