UCCX & SocialMiner: Facebook Messenger Integration and ... · UCCX & SocialMiner: Facebook...

UCCX & SocialMiner: Facebook MessengerIntegration and Post Chat Rating LogAnalysis Contents

IntroductionBackground InformationWhat is SM Chat Gateway?Feature Architecture Snapshot / Deployment ModelsPublic Reverse Proxy on the Internet (SocialMiner Hidden) SocialMiner on the InternetRelevant LogsUCCXSocial MinerChecklist to TroubleshootStep 1. Offline Setup of a Facebook App with Messenger Platform.Step 2. Callback URL must be Accessible.Step 3. Facebook APP Reviewed and Ready to be Accessed by the PublicStep 4. Facebook to Reach the Callback URL to Invoke Webhook on SM.Approach 1Approach 2Approach 3Step 5. The Facebook page Access Token Validation.Approach 1Approach 2 Approach 3 Step 6. SM to reach Facebook with or without Proxy.Step 7. Status of the Chat Gateway Service.Troubleshoot Flows Administration FlowChat FlowMiscellaneous Flows

Introduction

This document describes the feature that aims to integrate Facebook Messenger as a customer-side channel with CCX Web Chat feature (via SocialMiner) as an out-of-box feature.

Facebook Messenger is an instant messaging service and application by Facebook. With 1.2billion users, it is undisputedly the largest and most popular messaging platform in the world.Powered by the Facebook Messenger Platform, this service enables businesses to interact with

https://en.wikipedia.org/wiki/Facebook_Messenger

https://messenger.fb.com/

their consumers and integrations with other services.

Background Information

Enables end users (who are also Facebook users) to initiate a chat with specific facebookpages (which are integrated with CCX using the facebook messenger platform) to reach afinesse agent and perform a 2-way real-time chat.

●

This is a primarily text-based chat experience. That is, these things supported by FBM are notsupported - images, attachments, location sharing, GIFs, stickers, likes, reactions, voicerecordings.

●

Only one FB page supported per CCX deployment.●

Supports post-chat rating feature.●

Load tested for 2400 FbM chats per hour in the CCX+SM large profiles. The documentedlimit is 2400 across all web chats (originating from different sources).

●

What is SM Chat Gateway?

The chat gateway service is a new node.js based service introduced in SocialMiner for FBMessenger integration.

This service is designed in a generic manner to expose webhook APIs to external messagingservices (like FB messenger) and internally manage chat sessions and invoke SocialMiner chatAPIs.

Basically, this is the service that orchestrates chat sessions for FB messenger (and any othermessaging service in the future).

Feature Architecture Snapshot / Deployment Models

Public Reverse Proxy on the Internet (SocialMiner Hidden)

A simple reverse proxy (e.g. using Nginx, Apache, HAProxy etc.) is exposed on the web witha public hostname.

●

Forwards any HTTP request to a specific port or URL to SocialMiner which remains awayfrom the Internet.

●

Can be used for SSL termination (with signed SSL cert) also.●

Not shipped by Cisco. Documented in design guides, the user has to deploy this in hisnetwork.

●

SocialMiner on the Internet

SocialMiner has a public hostname on the web.●

The public route from FB cloud to SocialMiner.●

Relevant Logs

UCCX

Logs to be collected:

/opt/cisco/uccx/log/MADM/* - All logs from CCX Administration - required for any issues inconfiguration.

Log Levels:

Log levels can be changed in CCX Serviceability.●

Service Name : Cisco Unified CCX Administration.●

Log level must be set to DEBUGGING (at the least) for ADM_CFG and REST_CLIENT sub-facilities.

●

Social Miner

Logs to be collected:

/opt/cisco/mmca/logs/ccp-chat-gateway/* - All logs from SocialMiner Chat Gateway (SIZEbased rotation)

●

/opt/cisco/mmca/logs/ccp-chat-gateway/http/*-access.log - All HTTP access logs from thewebhook server running inside the SocialMiner Chat Gateway (rotates at midnight everyday)

●

/opt/cisco/mmca/logs/ccppublicapps/* - All logs from SocialMiner public chat APIs (SIZEbased rotation) - required for any chat flow issues, post-chat rating

●

/opt/cisco/mmca/logs/runtime/* - All logs from SocialMiner Runtime - required for any chatcontact injection, handling and event issues

●

All these logs can be collected using:

RTMT log collection (manual and scheduled)●

Application CLI (file get activelog ...)●

Log Levels:

For SocialMiner Chat Gateway logs, there are 3 main log levels:

silly - finest logging level, dumps all payloads, messages etc. into logs●

debug - default logging level, debug level●

info - dumps basic logs●

These log levels can be changed by editing the /opt/cisco/mmca/conf/ccp-chat-gateway/settings.json and requires the restart of SocialMiner Chat Gateway service to takeeffect.There is no CLI command to do this. Access to this file requires root / remote account.

Checklist to Troubleshoot

Step 1. Offline Setup of a Facebook App with Messenger Platform.

Ensure that the customer has created a Facebook app with Facebook Messenger platform beforeconfiguring UCCX for FBM feature.

A specific set of things need to be done before configuring this feature in CCX Administration.

Create and Own a Facebook Page

The user must own a public facebook page for their business/organization.●

This cannot work with individual facebook user accounts.●

The facebook page must be owned by the entity that is attempting to create the facebook app.●

See https://www.facebook.com/help/104002523024878?helpref=about_content for more info.●

Step 2. Callback URL must be Accessible.

The Callback URL (updated in facebook while creating webhooks) must be the URL that isaccessible publicly from facebook.com servers. If there is no proxy then Webhook URL is the URLof the SM on port 10443. This means:

Step 1. If SocialMiner is directly on the public internet, this is then a webhook URL exposed bySocialMiner host on port 10443 (https://<SM FQDN>:10443/fbm)

You can check the status of the Facebook configuration by using this URL in the browser to makesure that everything is working fine from the configuration perspective. Example :

Step 2. If SocialMiner is hidden behind a reverse proxy then, Webhook URL is the URL of theproxy server on port 10443. This is the URL of the reverse proxyserver (https://proxy.company.com/fbm).This reverse proxy is expected to further forward the request to the webhook URL exposed bySocialMiner host on port 10443 (https://<SM FQDN>:10443/fbm)

Example:

https://www.facebook.com/help/104002523024878?helpref=about_content

https://proxy.company.com/fbm

Step 3. It is mandatory that the host serving the Callback URL to facebook.com serve requestsover secure HTTP (HTTPS) with a valid, CA-signed SSL certificate. If this is the SocialMinerserver, ensure that the self-signed platform certificate is replaced with a valid, CA-signedcertificate.

Step 4. Ensure that firewalls do not block any incoming traffic towards port 10443 on SocialMinerserver. There is a rate-limiter implemented on this port that protects the server from excessunwarranted traffic. Also, platform connection limit rules are also applied to this port.

Step 3. Facebook APP Reviewed and Ready to be Accessed by the Public

In https://developers.facebook.com, under the App Review section of the Facebook app, ensurethe switch is set to On to make your app public.

Also, ensure that the status of the app says Live, as shown in the image at the top-right corner.

Step 4. Facebook to Reach the Callback URL to Invoke Webhook on SM.

Approach 1

In https://developers.facebook.com, under the Messenger > Settings, navigate tothe Webhooks section and select Setup Webhooks.

https://developers.facebook.com,

https://developers.facebook.com%2C/

When the Verify and Save button is clicked, a real request is sent from facebook.com to thecallback URL using the supplied Verify Token.If that request fails, you are unable to save these settings unless you fix the issue. The issues areclearly highlighted inline and should be fixed.

Approach 2

Test the webhook any time later (after configuring it) using the test functionality providedin https://developers.facebook.com (under Facebook APP > Webhooks section)

Click on Test > Send to My server. On Success, The Facebook sends a message to the SM"The sample update was successfully sent to your server.", as shown in the image.

Approach 3

In https://developers.facebook.com, check the Alerts>Inbox section for anyupdates/notifications/news from Facebook that might affect the app and its functionality.

http://facebook.com



Step 5. The Facebook page Access Token Validation.

Approach 1

Use the Validate Token functionality provided in CCX Administration (Subsystems>Chat andEmail>Chat - Facebook Messenger > Validate)

Approach 2

Use the Access Token Debugger tool provided by Facebook.

https://developers.facebook.com/tools/debug/accesstoken/

Approach 3

Make a simple HTTP GET request to facebook.

URL = https://graph.facebook.com/me?access_token=<PAGE_ACCESS_TOKEN>

Expect

200 OK if the token is valid.●

400 BAD REQUEST if the token is invalid.●

Step 6. SM to reach Facebook with or without Proxy.

Use the Validate Token functionality provided in CCX Administration (Subsystems>Chat andEmail>Chat - Facebook Messenger > Validate)

https://graph.facebook.com/me?access_token=

Step 7. Status of the Chat Gateway Service.

You can check the status in CCX Administration (Subsystems>Chat and Email>SocialMinerConfiguration)

Indicates that the gateway is RUNNING and is in CONFIGURED state and some channel(FACEBOOK MESSENGER) has been configured.

●

Indicates that either the gateway is not at all RUNNING, it is UNREACHABLE, or it is in anERRONEOUS state due to some bad configuration.

●

Not Configured - Indicates that the gateway is in NOT_CONFIGURED state. No channels havebeen configured.

Not Applicable - Indicates that either Finesse not activated or SocialMiner version not configuredor compatible.

Facebook Messenger Integration

Indicates if this channel is ENABLED or not.

Also indicates the last failure recorded in this channel. Useful to determine intermittent andpermanent errors.

Note:

These channel configurations cannot take effect dynamically without tearing down ongoing chats,and therefore require a restart of SocialMiner Chat Gateway service.

Facebook Page Access Token - pageAccessToken●

Facebook Verification Token - verificationToken●

If Page access token or verification token changes then restart the SocialMiner ChatGateway service from the CLI.

utils service restart SocialMiner Chat Gateway

Troubleshoot Flows

Administration Flow

Step 1. Admin loads the Facebook Messenger Integration page from Subsystems > Chat andEmail > Chat-Facebook Messenger (which gets chat gateway configuration from SocialMiner ifconfigured)

//UCCX Making REST request to get chat gateway configuration.

6551: Aug 27 12:21:23.943 EDT %MADM-ADM_CFG-7-UNK:[http-bio-443-exec-20] AppAdminUtil: Getting

gateway config

6552: Aug 27 12:21:23.950 EDT %MADM-ADM_CFG-7-UNK:[http-bio-443-exec-20] AppAdminUtil:

ChatWidgetUtil.getChatFeedURL()

6553: Aug 27 12:21:23.950 EDT %MADM-CFG_MGR-7-UNK:[http-bio-443-exec-20] ConfigManagerImpl:

getAccessor(ConfigQuery):Try to get the default accessor

6554: Aug 27 12:21:23.950 EDT %MADM-CFG_MGR-7-UNK:[http-bio-443-exec-20] DBAccessor:

DBAccessor.get(query))

6555: Aug 27 12:21:23.950 EDT %MADM-CFG_MGR-7-UNK:[http-bio-443-exec-20] DBAccessor: Schema

class = com.cisco.crs.chat.ChatSocialMinerConfig

6556: Aug 27 12:21:23.950 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-20] DAOFactoryImpl:

Returning DAO :: SystemConfigDAO

6557: Aug 27 12:21:23.950 EDT %MADM-CFG_MGR-7-UNK:[http-bio-443-exec-20] SystemConfigUtil:

SystemConfigUtil.readAll() :: 1, com.cisco.crs.chat.ChatSocialMinerConfig, null

6558: Aug 27 12:21:23.951 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-20] EntityDataSource:

EntityDataSource.getPrimaryDataSourceType = LOCAL




SystemConfigUtil.convertToCIR :: 1 entities

6561: Aug 27 12:21:23.959 EDT %MADM-CFG_MGR-7-UNK:[http-bio-443-exec-20] DBAccessor: Found

Configs1

6562: Aug 27 12:21:23.961 EDT %MADM-ADM_CFG-7-UNK:[http-bio-443-exec-20] AppAdminUtil:

Socialminer is configured

6563: Aug 27 12:21:23.961 EDT %MADM-ADM_CFG-7-UNK:[http-bio-443-exec-20] AppAdminUtil: Entering

- getChannelConfig(FACEBOOK_MESSENGER)


- getGatewayConfiguration


















Configs1

6574: Aug 27 12:21:24.246 EDT %MADM-REST_CLIENT-7-UNK:[http-bio-443-exec-20] SmRestClient:

SmRestClient().SmRestClient: getChatGatewayConfig(): Sendig GET reqest to - chatGatewayConfig/


SmRestClient().SmRestClient: getChatGatewayConfig(): GET successed.

//On Success SM return the chat gateway configurations like Facebook Page Access Token, proxyconfigs, problem statements with queue mappings, messages configured, post chat ratingconfiguration and Facebook verification token.


SmRestClient().SmRestClient: getChatGatewayConfig(): returns -

com.cisco.uccx.rest.sm.model.ChatGatewayConfig@6c9ffc[version=1.0,httpProxy=com.cisco.uccx.rest.

sm.model.ChatGatewayConfig$HttpProxy@1d8aa3d[enabled=true,host=proxy.esl.cisco.com,port=8080],ch

annels=[com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel@4f3dee[type=FACEBOOK_MESSENGER,au

th=com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$Auth@6afc6c[pageAccessToken=EAAVG0LRBZ

CxYBAHjjnvqBb4MvGHLnlo4cOXw8qgm7BmZCabg44cM7JEzq7BujFItMsk78iXfZAdZBBuXpxEIu4hnQBgvXYzrCifoL8vvj

jvYIaZBshfx8plLjm42qbE0FgoEmpREw0YV71Sq4RzRZBPeFVyJOQEMhVNaDsdFGjD8X34mmja,verificationToken=yy7

21u9wyzg7edl1vgjsm],enabled=true,problemStatements=[com.cisco.uccx.rest.sm.model.ChatGatewayConf

ig$Channel$ProblemStatement@1e23156[title=1162FBM1,queueId=4],

com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$ProblemStatement@115343a[title=1162FBM2,q

ueueId=5],

com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$ProblemStatement@117fc9a[title=1162FBM3,q

ueueId=6]],chatFeedId=100029,messages={CHAT_ENDED=Your chat has ended. Thank you.,

RATING_OFFER=Would you like to rate your chat experience on a scale of 1 [worst] to 5 [best]?

Select a rating., UNSUPPORTED_MESSAGE=Sorry, we support only text messages and emojis.,

PROBLEM_STATEMENT_CAPTION=How can we help you? Choose from one of the options.,

CHAT_ENDED_UNKNOWN_ERROR=Oops! An error occurred. Chat has ended. Try again later.,

WAIT_FOR_AGENT=Just a moment...finding an expert to chat with you., AGENT_JOIN_TIMEOUT=We are

busy at the moment. You can continue to wait or try again later., WELCOME_MESSAGE=Hello! Welcome

to ABCD Customer Care., CHAT_ENDED_INACTIVITY=Chat has ended due to inactivity. You can contact

us again., RATING_COMPLETE=Thank you for the feedback., CHAT_ENDED_AGENT_UNAVAILABLE=Sorry, we

could not find an expert to chat with you at this moment. Try again

later.},ratingEnabled=true]]]

6577: Aug 27 12:21:24.585 EDT %MADM-ADM_CFG-7-UNK:[http-bio-443-exec-20] AppAdminUtil: Exiting -

getChannelConfig(FACEBOOK_MESSENGER) - Found:

com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel@4f3dee[type=FACEBOOK_MESSENGER,auth=com.c

isco.uccx.rest.sm.model.ChatGatewayConfig$Channel$Auth@6afc6c[pageAccessToken=EAAVG0LRBZCxYBAHjj

nvqBb4MvGHLnlo4cOXw8qgm7BmZCabg44cM7JEzq7BujFItMsk78iXfZAdZBBuXpxEIu4hnQBgvXYzrCifoL8vvjjvYIaZBs

hfx8plLjm42qbE0FgoEmpREw0YV71Sq4RzRZBPeFVyJOQE5WDMhVNaDsdFGjD8X34mmja,verificationToken=yy721u9w

yzg7edl1vgjsm],enabled=true,problemStatements=[com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Ch

annel$ProblemStatement@1e23156[title=1162FBM1,queueId=4],

com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$ProblemStatement@115343a[title=1162FBM2,q

ueueId=5],

com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$ProblemStatement@117fc9a[title=1162FBM3,q










could not find an expert to chat with you at this moment. Try again later.},ratingEnabled=true]


- getGatewayHttpProxy


- getGatewayConfiguration


















Configs1


SmRestClient().SmRestClient: getChatGatewayConfig(): Sendig GET reqest to - chatGatewayConfig/


SmRestClient().SmRestClient: getChatGatewayConfig(): GET successed.


SmRestClient().SmRestClient: getChatGatewayConfig(): returns -

com.cisco.uccx.rest.sm.model.ChatGatewayConfig@dede9e[version=1.0,httpProxy=com.cisco.uccx.rest.

sm.model.ChatGatewayConfig$HttpProxy@1e97c72[enabled=true,host=proxy.esl.cisco.com,port=8080],ch

annels=[com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel@1e930bc[type=FACEBOOK_MESSENGER,a

uth=com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$Auth@7e93ee[pageAccessToken=EAAVG0LRB

ZCxYBAHjjnvqBb4MvGHLnlo4cOXw8qgm7BmZCabg44cM7JEzq7BujFItMsk78iXfZAdZBBuXpxEIu4hnQBgvXYzrCifoL8vv

jjvYIaZBshfx8plLjm42qbE0FgoEmpREw0YV71Sq4RzRZBPeFVyJOQE5WDMhVNaDsdFGjD8X34mmja,verificationToken

=yy721u9wyzg7edl1vgjsm],enabled=true,problemStatements=[com.cisco.uccx.rest.sm.model.ChatGateway

Config$Channel$ProblemStatement@21fcdf[title=1162FBM1,queueId=4],

com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$ProblemStatement@160b24a[title=1162FBM2,q

ueueId=5],

com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$ProblemStatement@1591f22[title=1162FBM3,q












6592: Aug 27 12:21:24.606 EDT %MADM-ADM_CFG-7-UNK:[http-bio-443-exec-20] AppAdminUtil: Facebook

channel is configured


- getCsqName(4)


Returning DAO :: ContactServiceQueueDAO




getGatewayHttpProxy - Found: Optional.of(1162FBMQ1)


- getCsqName(4)








- getCsqName(5)








- getCsqName(5)








- getCsqName(6)








- getCsqName(6)







6617: Aug 27 12:21:24.641 EDT %MADM-ADM_CFG-7-UNK:[http-bio-443-exec-20] AppAdminUtil: Get all

Chat Csq's

6618: Aug 27 12:21:24.643 EDT %MADM-LIB_CFG-7-UNK:[http-bio-443-exec-20] ChatHome:

ChatHome.getAllQueueTagMap()


ChatHome.getAllQueueTagMapByQType( 2 )




Returning DAO :: ChatTriggerPointDAO












ChatHome.getAllQueueTagMapByQType( 2 ) returns: {1162FBMQ1=Chat_Csq4, 1162FBMQ3=Chat_Csq6,

1162FBMQ2=Chat_Csq5, 1162Chat=Chat_Csq2}


ChatHome.getAllQueueTagMap() returns: {1162FBMQ1=Chat_Csq4, 1162FBMQ3=Chat_Csq6,

1162FBMQ2=Chat_Csq5, 1162Chat=Chat_Csq2}

Step 2. Admin tries to update the configuration.

6975: Aug 27 12:45:41.702 EDT %MADM-ADM_CFG-7-UNK:[http-bio-443-exec-4] AppAdminUtil: Entering -

updateGatewayConfiguration





6978: Aug 27 12:45:41.702 EDT %MADM-CFG_MGR-7-UNK:[http-bio-443-exec-4] DBAccessor: Schema class

= com.cisco.crs.chat.ChatSocialMinerConfig

6979: Aug 27 12:45:41.702 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-4] DAOFactoryImpl: Returning

DAO :: SystemConfigDAO










Configs1


SmRestClient().SmRestClient: updateChatGatewayConfig(): Sendig PUT reqest to -

chatGatewayConfig/


SmRestClient().callSmPutMethod(): Sending PUT reqest to - chatGatewayConfig/ with params -

com.cisco.uccx.rest.sm.model.ChatGatewayConfig@d0451e[version=1.0,httpProxy=com.cisco.uccx.rest.

sm.model.ChatGatewayConfig$HttpProxy@19f922b[enabled=true,host=proxy.esl.cisco.com,port=8080],ch

annels=[com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel@13545e2[type=FACEBOOK_MESSENGER,a

uth=com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$Auth@7f0248[pageAccessToken=EAAVG0LRB




Config$Channel$ProblemStatement@6ecc67[title=1162FBM1,queueId=4],

com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$ProblemStatement@2d9915[title=1162FBM2,qu

eueId=5],

com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$ProblemStatement@19d5de6[title=1162FBM3,q

ueueId=6]],chatFeedId=100029,messages={CHAT_ENDED=Your chat has ended. Thank you!,







to Cisco Customer Care., CHAT_ENDED_INACTIVITY=Chat has ended due to inactivity. You can contact





SmRestClient().chatGatewayConfig PUT succeeded


SmRestClient().PUT succeeded. result = PUT https://sm-fqdn/ccp-webapp/ccp/chatGatewayConfig/

returned a response status of 200 OK

6989: Aug 27 12:45:41.791 EDT %MADM-ADM_CFG-7-UNK:[http-bio-443-exec-4] AppAdminUtil: Updated

chat gateway configuration.

com.cisco.uccx.rest.sm.model.ChatGatewayConfig@d0451e[version=1.0,httpProxy=com.cisco.uccx.rest.

sm.model.ChatGatewayConfig$HttpProxy@19f922b[enabled=true,host=proxy.esl.cisco.com,port=8080],ch

annels=[com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel@13545e2[type=FACEBOOK_MESSENGER,a

uth=com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$Auth@7f0248[pageAccessToken=EAAVG0LRB




Config$Channel$ProblemStatement@6ecc67[title=1162FBM1,queueId=4],

com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$ProblemStatement@2d9915[title=1162FBM2,qu

eueId=5],

com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$ProblemStatement@19d5de6[title=1162FBM3,q

ueueId=6]],chatFeedId=100029,messages={CHAT_ENDED=Your chat has ended. Thank you!,







to Cisco Customer Care., CHAT_ENDED_INACTIVITY=Chat has ended due to inactivity. You can contact





updateGatewayConfiguration

Step 3. Admin tries to validate the configuration.


-

validateConfig(EAAVG0LRBZCxYBAHjjnvqBb4MvGHLnlo4cOXw8qgm7BmZCabg44cM7JEzq7BujFItMsk78iXfZAdZBBuX

pxEIu4hnQBgvXYzrCifoL8vvjjvYIaZBshfx8plLjm42qbE0FgoEmpREw0YV71Sq4RzRZBPeFVyJOQE5WDMhVNaDsdFGjD8X

34mmja, proxy.esl.cisco.com, 8080)


















Configs1


SmRestClient().SmRestClient: validateConfig()


SmRestClient().SmRestClient: path for FBM_CONFIG_TEST is chatGatewayConfig/test/facebook


SmRestClient().SmRestClient: FBMConfig is com.cisco.uccx.rest.sm.model.FBMConfig@1c02765


SmRestClient().SmRestClient: response for FBM_CONFIG_TEST is POST https://sm-fqdn/ccp-

webapp/ccp/chatGatewayConfig/test/facebook returned a response status of 200 OK


SmRestClient().validateConfig succeeded


SmRestClient().SMRestClient validateConfig is

com.cisco.uccx.rest.sm.model.FBMConfigTestStatus@12cf7b6[status=PASSED,reason=]


SmRestClient().SMRestClient validateConfig-status is PASSED


validateConfig()

Chat Flow

Step 1. New Incoming Customer - Says "Hi" and is offered a list of Problem Statements.

In /opt/cisco/mmca/logs/ccp-chat-gateway/log.log file

2018-08-27 14:59:01.781 - info: Creating new session. [Type=FACEBOOK_MESSENGER],

[ID=2242240722460512] ...

2018-08-27 14:59:01.782 - debug: Created session for user [ID=2242240722460512]. Session count =

1

2018-08-27 14:59:01.782 - info: Scheduling an interval to check and clean stale sessions ...

2018-08-27 14:59:01.803 - warn: Received message [Hi] in session [ID=2242240722460512] in

[CREATED] state. Ignoring.

2018-08-27 14:59:10.758 - debug: setUserName: Setting user name of session [ID=2242240722460512]

to Amar Kumar ...

2018-08-27 14:59:21.501 - debug: setSessionState: Setting state of session [ID=2242240722460512]

to INFO_WAIT ...

Step 2. New chat request is created in the SM and notification is sent to UCCX.

//ccpapi

0000000342: 10.86.64.220: Aug 27 2018 14:59:41.977 -0400: %CCBU_______EVENTING-6-

MSG_INCOMING_FROM_BUS: %[correlation_id=null][mid=ID:sm120-51014-1535122975944-

5:4:2:1:3][msg_kind=ActiveMQMapMessage][msg_type=NFY.NotificationEvent]: A message has been

received by the message bus


DS_NOTIFICATION_EVENT:

%[DSNotificationEvent=com.cisco.ccbu.ccp.interfaces.nfy.NotificationEvent@22d8c8[author=Amar

Kumar,title=Chat from Facebook

Messenger,campaignIds=[100030],eventType=SC_STATUS_CHANGE,notificationRuleId=0,notificationRuleN

ame=,mediaRoutingDomainId=0,newTags=[ccx_chat_req],oldTags=[ccx_chat_req],screenPopUrl=,socialCo

ntactExtensionFields={[email protected], ccxqueuetag=Chat_Csq4,

h_chatOrigin=FACEBOOK_MESSENGER, h_Name=Amar

Kumar},socialContactId=7CC1846210000165000000000A5640DC,socialContactChatIsInvited=false,socialC

ontactChatInviteStatus=none,socialContactIntegrationAuthTokenGuid=,socialContactIsSoftLocked=fal

se,socialContactPublishedDate=Mon Aug 27 14:59:41 EDT

2018,socialContactScriptSelector=,socialContactShortUrlIds=[],socialContactStatus=unread,socialC

ontactStatusDate=Mon Aug 27 14:59:41 EDT

2018,socialContactStatusReason=unknown,socialContactStatusUserId=,socialContactTags=[],sourceTyp

e=chat,hasMoreContacts=false,numContactsResend=0,numQueuedContact=0]]: A DSNotificationEvent

received







%[DSNotificationEvent=com.cisco.ccbu.ccp.interfaces.nfy.NotificationEvent@1c39520[author=,title=

,campaignIds=[100030],eventType=SC_TAGGING,notificationRuleId=0,notificationRuleName=,mediaRouti

ngDomainId=0,newTags=[ccx_chat_req],oldTags=[],screenPopUrl=http://sm-

fqdn/results.jsp?scID=7CC1846210000165000000000A5640DC,socialContactExtensionFields={},socialCon

tactId=7CC1846210000165000000000A5640DC,socialContactChatIsInvited=false,socialContactChatInvite

Status=,socialContactIntegrationAuthTokenGuid=,socialContactIsSoftLocked=false,socialContactPubl

ishedDate=Mon Aug 27 14:59:41 EDT

2018,socialContactScriptSelector=,socialContactShortUrlIds=[],socialContactStatus=<null>,socialC


2018,socialContactStatusReason=,socialContactStatusUserId=,socialContactTags=[],sourceType=,hasM

oreContacts=false,numContactsResend=0,numQueuedContact=0]]: A DSNotificationEvent received


SOCIAL_CONTACT_PUBLISH_START:

%[Contact=7CC1846210000165000000000A5640DC][Node=ccp.contacts.chat]: Publishing contact

0000000013: 10.86.64.220: Aug 27 2018 14:59:41.985 -0400: %CCBU_______MSGPROXY-6-





SOCIAL_CONTACT_PUBLISH_END:

%[Contact=7CC1846210000165000000000A5640DC][Node=ccp.contacts.chat][Payload=<SocialContact><auth

or>Amar

Kumar</author><chatIsInvited>false</chatIsInvited><extensionFields><extensionField><name>h_chatR

oom</name><value>[email protected]</value></extensionField><extensionField

><name>h_chatOrigin</name><value>FACEBOOK_MESSENGER</value></extensionField><extensionField><nam

e>h_Name</name><value>Amar

Kumar</value></extensionField><extensionField><name>ccxqueuetag</name><value>Chat_Csq4</value></

extensionField></extensionFields><id>7CC1846210000165000000000A5640DC</id><publishedDate>1535396

381792</publishedDate><refURL>http://sm-fqdn/ccp-

webapp/ccp/socialcontact/7CC1846210000165000000000A5640DC</refURL><sourceType>chat</sourceType><

status>unread</status><statusReason>unknown</statusReason><statusTimestamp>1535396381798</status

Timestamp><statusUserId></statusUserId><tags><tag>ccx_chat_req</tag></tags><title>Chat from

Facebook Messenger</title></SocialContact>]: Published contact



%[Contact=7CC1846210000165000000000A5640DC][Node=ccp.campaign.updates.CCX_Chat_Campaign]:

Publishing contact



%[Contact=7CC1846210000165000000000A5640DC][Node=ccp.campaign.updates.CCX_Chat_Campaign][Payload

=<SocialContact><campaignPublicId>CCX_Chat_Campaign</campaignPublicId><extensionFields><extensio

nField><name>h_chatRoom</name><value>[email protected]</value></extensionF

ield><extensionField><name>h_chatOrigin</name><value>FACEBOOK_MESSENGER</value></extensionField>

<extensionField><name>h_Name</name><value>Amar






Timestamp><statusUserId></statusUserId><tags><tag>ccx_chat_req</tag></tags></SocialContact>]:

Published contact

===============

//runtime

0000018498: 10.86.64.220: Aug 27 2018 14:59:41.779 -0400: %CCBU__________FEEDS-6-

MSG_INCOMING_FROM_BUS: %[correlation_id=0][mid=ID:sm120-37552-1535122799516-

4:2:2:1:1][msg_kind=ActiveMQMapMessage][msg_type=PUSH.PushSocialContactRequest]: A message has

been received by the message bus

0000018499: 10.86.64.220: Aug 27 2018 14:59:41.785 -0400: %CCBU__________FEEDS-6-

CREATE_SOCIAL_CONTACT: Got Request to Create Social Contact with RequestId:jW2gF8

0000018500: 10.86.64.220: Aug 27 2018 14:59:41.791 -0400: %CCBU__________FEEDS-6-

CONFIG_OBJECT_STORED_IN_CACHE: %[id=100029][type.id=FeedReader]: Stored config object in local

cache.

0000018501: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-

CREATE_SOCIAL_CONTACT: Submitted Request to Create Social Contact to FeedReaderManager with

RequestId:jW2gF8

0000018502: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-

SOCIAL_CONTACT_PROCESSOR: Got new SocialContactProcessingRequest with requestId:jW2gF8

0000018503: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-

SOCIAL_CONTACT_PROCESSOR: SocialContactProcessor processSocialContact Entry with

requestId:jW2gF8

0000018504: 10.86.64.220: Aug 27 2018 14:59:41.937 -0400: %CCBU__________FEEDS-6-

SOCIAL_CONTACT_CREATED:

%[SOCIAL_CONTACT_ID=7CC1846210000165000000000A5640DC][SOCIAL_CONTACT_LINK=http://localhost/ccp/s

ocialcontact/7CC1846210000165000000000A5640DC]: A new social contact was created

0000000026: 10.86.64.220: Aug 27 2018 14:59:42.440 -0400: %CCBU___NOTIFICATION-6-

NOTIFICATION_SUCCEEDED:

%[Notification=com.cisco.ccbu.ccp.notification.Notification@6c657e[enqueueTime=1535396382131,rul

e=com.cisco.ccbu.oamp.omgr.transfer.HttpNotificationRule@7dafaa[httpUrl=https://uccx-fqdn/uccx-

webservices/contact,httpUsername=<null>,httpPassword=<null>,sslVerifyCertificates=false,campaign

Id=100030,tags=[ccx_chat_req],id=100031,name=CCX Chat Notification,description=Created by CCX

application as part of CCX chat

configuration.,changeStamp=5,lastUpdated=1533830025500,ouId=4],screenPopUrl=http://sm-

fqdn/results.jsp?scID=7CC1846210000165000000000A5640DC&campaignID=CCX_Chat_Campaign,body=<?xml

version="1.0" encoding="UTF-8" standalone="yes"?>

<SocialContact>

<author>Amar Kumar</author>

<description></description>

<extensionFields>

<extensionField>

<name>ccxqueuetag</name>

<value>Chat_Csq4</value>

</extensionField>

<extensionField>

<name>h_Name</name>

<value>Amar Kumar</value>

</extensionField>

<extensionField>

<name>h_chatOrigin</name>

<value>FACEBOOK_MESSENGER</value>

</extensionField>

<extensionField>

<name>h_chatRoom</name>

<value>[email protected]</value>

</extensionField>

</extensionFields>

<id>7CC1846210000165000000000A5640DC</id>

<integrationAuthTokenExpirationTimestamp>1535417981795</integrationAuthTokenExpirationTimestamp>

<integrationAuthTokenGUID>XXXXXXXXX</integrationAuthTokenGUID>

<link>http://localhost/ccp/socialcontact/7CC1846210000165000000000A5640DC</link>

<notificationTag>ccx_chat_req</notificationTag>

<publishedDate>1535396381792</publishedDate>

<refURL>http://sm-fqdn/ccp-

webapp/ccp/socialcontact/7CC1846210000165000000000A5640DC</refURL>

<replyTemplateURL>http://sm-

fqdn/multisession/ui/templates/reply/cisco_agent_ms_chat.jsp</replyTemplateURL>

<screenPopUrl>http://sm-

fqdn/results.jsp?scID=7CC1846210000165000000000A5640DC&campaignID=CCX_Chat_Campaign</screenP

opUrl>

<sourceType>chat</sourceType>

<status>unread</status>

<statusReason>unknown</statusReason>

<statusTimestamp>1535396381798</statusTimestamp>

<statusUserId></statusUserId>

<tags>

<tag>ccx_chat_req</tag>

</tags>

<title>Chat from Facebook Messenger</title>

</SocialContact>

,socialContact=<null>]]: A notification was sent out successfully

Step 3. UCCX receives the notification.

//MADM

//ccpapi




















received




























or>Amar















Publishing contact














Published contact

===============

//runtime

0000018498: 10.86.64.220: Aug 27 2018 14:59:41.779 -0400: %CCBU__________FEEDS-6-




0000018499: 10.86.64.220: Aug 27 2018 14:59:41.785 -0400: %CCBU__________FEEDS-6-


0000018500: 10.86.64.220: Aug 27 2018 14:59:41.791 -0400: %CCBU__________FEEDS-6-


cache.

0000018501: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


RequestId:jW2gF8

0000018502: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


0000018503: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


requestId:jW2gF8

0000018504: 10.86.64.220: Aug 27 2018 14:59:41.937 -0400: %CCBU__________FEEDS-6-














<SocialContact>



<extensionFields>

<extensionField>



</extensionField>

<extensionField>

<name>h_Name</name>


</extensionField>

<extensionField>



</extensionField>

<extensionField>



</extensionField>

</extensionFields>

<id>7CC1846210000165000000000A5640DC</id>












opUrl>






<tags>


</tags>


</SocialContact>


Step 4. Engine Adds the chat to the Queue and finds an available agent for the chat.

At this point, the CU is presented with the message saying "finding an expert to chat with you."

//ccpapi




















received




























or>Amar















Publishing contact














Published contact

===============

//runtime

0000018498: 10.86.64.220: Aug 27 2018 14:59:41.779 -0400: %CCBU__________FEEDS-6-




0000018499: 10.86.64.220: Aug 27 2018 14:59:41.785 -0400: %CCBU__________FEEDS-6-


0000018500: 10.86.64.220: Aug 27 2018 14:59:41.791 -0400: %CCBU__________FEEDS-6-


cache.

0000018501: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


RequestId:jW2gF8

0000018502: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


0000018503: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


requestId:jW2gF8

0000018504: 10.86.64.220: Aug 27 2018 14:59:41.937 -0400: %CCBU__________FEEDS-6-














<SocialContact>



<extensionFields>

<extensionField>



</extensionField>

<extensionField>

<name>h_Name</name>


</extensionField>

<extensionField>



</extensionField>

<extensionField>



</extensionField>

</extensionFields>

<id>7CC1846210000165000000000A5640DC</id>












opUrl>






<tags>


</tags>


</SocialContact>


Step 5. The agent has joined the chat after the CU selected Problem Statement.

//Chat gateway logs

//ccpapi




















received




























or>Amar















Publishing contact














Published contact

===============

//runtime

0000018498: 10.86.64.220: Aug 27 2018 14:59:41.779 -0400: %CCBU__________FEEDS-6-




0000018499: 10.86.64.220: Aug 27 2018 14:59:41.785 -0400: %CCBU__________FEEDS-6-


0000018500: 10.86.64.220: Aug 27 2018 14:59:41.791 -0400: %CCBU__________FEEDS-6-


cache.

0000018501: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


RequestId:jW2gF8

0000018502: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


0000018503: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


requestId:jW2gF8

0000018504: 10.86.64.220: Aug 27 2018 14:59:41.937 -0400: %CCBU__________FEEDS-6-














<SocialContact>



<extensionFields>

<extensionField>



</extensionField>

<extensionField>

<name>h_Name</name>


</extensionField>

<extensionField>



</extensionField>

<extensionField>



</extensionField>

</extensionFields>

<id>7CC1846210000165000000000A5640DC</id>












opUrl>






<tags>


</tags>


</SocialContact>


Step 6. Events Polled (every 5 seconds) from SocialMiner - Agent Joins, User Buffer Cleared.

//ccpapi




















received




























or>Amar















Publishing contact














Published contact

===============

//runtime

0000018498: 10.86.64.220: Aug 27 2018 14:59:41.779 -0400: %CCBU__________FEEDS-6-




0000018499: 10.86.64.220: Aug 27 2018 14:59:41.785 -0400: %CCBU__________FEEDS-6-


0000018500: 10.86.64.220: Aug 27 2018 14:59:41.791 -0400: %CCBU__________FEEDS-6-


cache.

0000018501: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


RequestId:jW2gF8

0000018502: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


0000018503: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


requestId:jW2gF8

0000018504: 10.86.64.220: Aug 27 2018 14:59:41.937 -0400: %CCBU__________FEEDS-6-














<SocialContact>



<extensionFields>

<extensionField>



</extensionField>

<extensionField>

<name>h_Name</name>


</extensionField>

<extensionField>



</extensionField>

<extensionField>



</extensionField>

</extensionFields>

<id>7CC1846210000165000000000A5640DC</id>












opUrl>






<tags>


</tags>


</SocialContact>


Step 7. Exchang Chat Messages Between Agent and User.

//ccpapi




















received




























or>Amar















Publishing contact














Published contact

===============

//runtime

0000018498: 10.86.64.220: Aug 27 2018 14:59:41.779 -0400: %CCBU__________FEEDS-6-




0000018499: 10.86.64.220: Aug 27 2018 14:59:41.785 -0400: %CCBU__________FEEDS-6-


0000018500: 10.86.64.220: Aug 27 2018 14:59:41.791 -0400: %CCBU__________FEEDS-6-


cache.

0000018501: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


RequestId:jW2gF8

0000018502: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


0000018503: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


requestId:jW2gF8

0000018504: 10.86.64.220: Aug 27 2018 14:59:41.937 -0400: %CCBU__________FEEDS-6-














<SocialContact>



<extensionFields>

<extensionField>



</extensionField>

<extensionField>

<name>h_Name</name>


</extensionField>

<extensionField>



</extensionField>

<extensionField>



</extensionField>

</extensionFields>

<id>7CC1846210000165000000000A5640DC</id>












opUrl>






<tags>


</tags>


</SocialContact>


Step 8. Agent Ends Chat (Post-Chat Rating Enabled).

//ccpapi




















received




























or>Amar















Publishing contact














Published contact

===============

//runtime

0000018498: 10.86.64.220: Aug 27 2018 14:59:41.779 -0400: %CCBU__________FEEDS-6-




0000018499: 10.86.64.220: Aug 27 2018 14:59:41.785 -0400: %CCBU__________FEEDS-6-


0000018500: 10.86.64.220: Aug 27 2018 14:59:41.791 -0400: %CCBU__________FEEDS-6-


cache.

0000018501: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


RequestId:jW2gF8

0000018502: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


0000018503: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


requestId:jW2gF8

0000018504: 10.86.64.220: Aug 27 2018 14:59:41.937 -0400: %CCBU__________FEEDS-6-














<SocialContact>



<extensionFields>

<extensionField>



</extensionField>

<extensionField>

<name>h_Name</name>


</extensionField>

<extensionField>



</extensionField>

<extensionField>



</extensionField>

</extensionFields>

<id>7CC1846210000165000000000A5640DC</id>












opUrl>






<tags>


</tags>


</SocialContact>


Step 9. Agent Ends Chat (Post-Chat Rating Not Enabled).

//ccpapi




















received




























or>Amar















Publishing contact














Published contact

===============

//runtime

0000018498: 10.86.64.220: Aug 27 2018 14:59:41.779 -0400: %CCBU__________FEEDS-6-




0000018499: 10.86.64.220: Aug 27 2018 14:59:41.785 -0400: %CCBU__________FEEDS-6-


0000018500: 10.86.64.220: Aug 27 2018 14:59:41.791 -0400: %CCBU__________FEEDS-6-


cache.

0000018501: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


RequestId:jW2gF8

0000018502: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


0000018503: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


requestId:jW2gF8

0000018504: 10.86.64.220: Aug 27 2018 14:59:41.937 -0400: %CCBU__________FEEDS-6-














<SocialContact>



<extensionFields>

<extensionField>



</extensionField>

<extensionField>

<name>h_Name</name>


</extensionField>

<extensionField>



</extensionField>

<extensionField>



</extensionField>

</extensionFields>

<id>7CC1846210000165000000000A5640DC</id>












opUrl>






<tags>


</tags>


</SocialContact>


Miscellaneous Flows

Step 1. Service Startup - "SocialMiner Chat Gateway".

startup.log - Launching the Service, Opening Ports.

//ccpapi




















received




























or>Amar















Publishing contact














Published contact

===============

//runtime

0000018498: 10.86.64.220: Aug 27 2018 14:59:41.779 -0400: %CCBU__________FEEDS-6-




0000018499: 10.86.64.220: Aug 27 2018 14:59:41.785 -0400: %CCBU__________FEEDS-6-


0000018500: 10.86.64.220: Aug 27 2018 14:59:41.791 -0400: %CCBU__________FEEDS-6-


cache.

0000018501: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


RequestId:jW2gF8

0000018502: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


0000018503: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


requestId:jW2gF8

0000018504: 10.86.64.220: Aug 27 2018 14:59:41.937 -0400: %CCBU__________FEEDS-6-














<SocialContact>



<extensionFields>

<extensionField>



</extensionField>

<extensionField>

<name>h_Name</name>


</extensionField>

<extensionField>



</extensionField>

<extensionField>



</extensionField>

</extensionFields>

<id>7CC1846210000165000000000A5640DC</id>












opUrl>






<tags>


</tags>


</SocialContact>


Step 2. Loading configurations.

startup.log- loading configurations

//ccpapi




















received




























or>Amar















Publishing contact














Published contact

===============

//runtime

0000018498: 10.86.64.220: Aug 27 2018 14:59:41.779 -0400: %CCBU__________FEEDS-6-




0000018499: 10.86.64.220: Aug 27 2018 14:59:41.785 -0400: %CCBU__________FEEDS-6-


0000018500: 10.86.64.220: Aug 27 2018 14:59:41.791 -0400: %CCBU__________FEEDS-6-


cache.

0000018501: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


RequestId:jW2gF8

0000018502: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


0000018503: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


requestId:jW2gF8

0000018504: 10.86.64.220: Aug 27 2018 14:59:41.937 -0400: %CCBU__________FEEDS-6-














<SocialContact>



<extensionFields>

<extensionField>



</extensionField>

<extensionField>

<name>h_Name</name>


</extensionField>

<extensionField>



</extensionField>

<extensionField>



</extensionField>

</extensionFields>

<id>7CC1846210000165000000000A5640DC</id>












opUrl>






<tags>


</tags>


</SocialContact>


Step 3. Wait for webhook server to come up.

startup.log - Waiting for webhook server to come up.

//ccpapi




















received




























or>Amar















Publishing contact














Published contact

===============

//runtime

0000018498: 10.86.64.220: Aug 27 2018 14:59:41.779 -0400: %CCBU__________FEEDS-6-




0000018499: 10.86.64.220: Aug 27 2018 14:59:41.785 -0400: %CCBU__________FEEDS-6-


0000018500: 10.86.64.220: Aug 27 2018 14:59:41.791 -0400: %CCBU__________FEEDS-6-


cache.

0000018501: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


RequestId:jW2gF8

0000018502: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


0000018503: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


requestId:jW2gF8

0000018504: 10.86.64.220: Aug 27 2018 14:59:41.937 -0400: %CCBU__________FEEDS-6-














<SocialContact>



<extensionFields>

<extensionField>



</extensionField>

<extensionField>

<name>h_Name</name>


</extensionField>

<extensionField>



</extensionField>

<extensionField>



</extensionField>

</extensionFields>

<id>7CC1846210000165000000000A5640DC</id>












opUrl>






<tags>


</tags>


</SocialContact>


Step 4. Check and clean stale sessions (Once every hour).

Stale sessions found and cleaned up

//ccpapi




















received




























or>Amar















Publishing contact














Published contact

===============

//runtime

0000018498: 10.86.64.220: Aug 27 2018 14:59:41.779 -0400: %CCBU__________FEEDS-6-




0000018499: 10.86.64.220: Aug 27 2018 14:59:41.785 -0400: %CCBU__________FEEDS-6-


0000018500: 10.86.64.220: Aug 27 2018 14:59:41.791 -0400: %CCBU__________FEEDS-6-


cache.

0000018501: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


RequestId:jW2gF8

0000018502: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


0000018503: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


requestId:jW2gF8

0000018504: 10.86.64.220: Aug 27 2018 14:59:41.937 -0400: %CCBU__________FEEDS-6-














<SocialContact>



<extensionFields>

<extensionField>



</extensionField>

<extensionField>

<name>h_Name</name>


</extensionField>

<extensionField>



</extensionField>

<extensionField>



</extensionField>

</extensionFields>

<id>7CC1846210000165000000000A5640DC</id>












opUrl>






<tags>


</tags>


</SocialContact>


No stale sessions found

//ccpapi




















received




























or>Amar















Publishing contact














Published contact

===============

//runtime

0000018498: 10.86.64.220: Aug 27 2018 14:59:41.779 -0400: %CCBU__________FEEDS-6-




0000018499: 10.86.64.220: Aug 27 2018 14:59:41.785 -0400: %CCBU__________FEEDS-6-


0000018500: 10.86.64.220: Aug 27 2018 14:59:41.791 -0400: %CCBU__________FEEDS-6-


cache.

0000018501: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


RequestId:jW2gF8

0000018502: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


0000018503: 10.86.64.220: Aug 27 2018 14:59:41.798 -0400: %CCBU__________FEEDS-6-


requestId:jW2gF8

0000018504: 10.86.64.220: Aug 27 2018 14:59:41.937 -0400: %CCBU__________FEEDS-6-














<SocialContact>



<extensionFields>

<extensionField>



</extensionField>

<extensionField>

<name>h_Name</name>


</extensionField>

<extensionField>



</extensionField>

<extensionField>



</extensionField>

</extensionFields>

<id>7CC1846210000165000000000A5640DC</id>












opUrl>






<tags>


</tags>


</SocialContact>


UCCX & SocialMiner: Facebook Messenger Integration and ... · UCCX & SocialMiner: Facebook...

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