The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.
Cisco Context Service is a cloud-based, omnichannel solution. Context Service captures customer interaction history and provides flexible storage of the customer interaction data across all channels (including voice, chat, email, and Internet of Things).
Context Service provides an out-of-the-box integration with Unified Contact Center Express. You do not need to install any additional components. With Context Service integrated with your contact center, agents can access a customer's previous interactions with your organization. Context Service provides this information to your agents through the Customer Context gadget in the Cisco Finesse desktop.
Context Service provides a flexible data store for storing customer interaction data. You can define what data you want to store and how to store it. Cisco hosts and manages the service, eliminating the need for your organization to deploy and manage servers. Your organization owns the data, even though it's stored in the cloud. Your organization controls access to sensitive data. Cisco partners cannot access protected data unless you grant them access.
For more information about Context Service, see Cisco Context Service Help Central at https://help.webex.com/community/context-service.
The following contact center components integrate with Context Service:
Cisco Finesse—This enables an agent to view and update the POD or Activity for the tasks that they handle in a gadget.
Cisco SocialMiner—This creates the POD or Activity for every chat or email injected into Unified CCX.
Unified CCX Engine Service—This creates the POD or Activity for all the Unified CCX handled voice calls. The Unified CCX call scripts must have the Context Service steps.
The omnichannel customer journey captures and displays a customer's complete interaction history.
A customer purchases a motorcycle from a company (Cumulus Motorcyle). The customer now has a problem with the motorcycle, so he needs to schedule an appointment with Cumulus Motorcycle for repair. He browses the Cumulus web site to locate the nearest service center and chats with a Cumulus agent to determine if the service center that he selected is open on Sundays. In the chat, he tells the agent that he will call when he is ready to schedule an appointment.
The customer calls to schedule a service appointment. The Unified CCX detects his call and sends his call to a Cumulus Motorcycle agent who is context aware. The customer agrees on a date for service. The agent confirms the appointment, and sends the appointment details to the customer. The customer brings his motorcycle into Cumulus Motorcycle for the scheduled service appointment, then picks up his repaired motorcycle.
Activity |
Components |
---|---|
The motorcycle dashboard indicates an error, and instructs the customer to contact Cumulus Motorcycle Customer Service immediately. |
The motorcycle sends diagnostic metadata to the Cumulus data center which is connected to Context Service. Cumulus Context Service account. |
The customer browses the Cumulus website to locate the nearest service center. He clicks the Schedule Service Appointment link to view the Cumulus Service Centers located near him. He views the nearest Cumulus Service Center and clicks the link to chat with a Cumulus agent. |
SocialMiner Finesse The Cumulus backend server sends the IoT event data and creates an activity to show the current breadcrumbs in Context Service. |
The customer calls to schedule a service appointment. |
Unified CCX Finesse Other components |
The customer receives the appointment details. |
SocialMiner (Email) |
The customer picks up his repaired motorcycle. |
To enable Context Service in your contact center solution, follow this task flow:
Sequence |
Task |
---|---|
On board your Organization |
|
1 |
For information on how to install and configure the contact center solution see, Cisco Unified Contact Center Express Install and Upgrade Guide. |
2 |
For information on how to configure the firewall to work with Context Service see, Context Service Network Connectivity Requirements. If there is no connectivity with the Context Service cloud, configure the proxy parameters to access Context Service through the HTTP proxy in the Cisco Unified Contact Center Express Administration. For details on how to configure see, http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-installation-and-configuration-guides-list.html. |
3 |
For information on how to work with your Cisco Partner to on board your organization see, Enable Context Service for Your Organization. |
Configure and Register Components |
|
4 |
For information on how to register Unified CCX with Context Service see, Register and Configure Context Service. |
Check Status of Context Service |
|
5 |
For information on how to check the status of Context Service for all the components of the Unified CCX solution see, Context Service Status. |
Create Scripts |
|
6 |
For information on how to add Context Service steps to the Unified CCX scripts for the voice-based interactions only see, Cisco Unified Contact Center Express Scripting Guides at https://developer.cisco.com/site/express-scripting/documentation/. Two of the most common used Context Service use cases are bundled in the IVR script repository. Some of the most useful use cases from Context Service such as Last Agent routing, Priority customer identification, Route based on previous call outcome, Tag call for follow up and run outbound campaign on all tagged calls. |
Before setting up Context Service, install and configure your contact center solution and any components you are integrating with Context Service (Cisco Finesse and SocialMiner).
Context Service enables you to store and access customer interaction data in the cloud, creating a flexible and seamless omnichannel customer journey experience. To use Context Service:
Work with your Cisco account partner to enable Context Service for your organization.
Register Context Service for your organization to use with your contact center application.
Connect your contact center application to Context Service.
Create a Customer Organization and Enable Context Service
Your Cisco account partner can provide Context Service entitlement to your Cisco Cloud Collaboration Management account.
This example shows how a partner adds a Context Service subscription to a customer organization. The example assumes that:
The partner is a full administrator or sales administrator and can add trials.
The Cisco Cloud Collaboration Management account or the organization and accounts associated with the organization have been created.
Example: Add a Trial Service
Context Service is not tied to the trial services, and does not expire when the trial period is complete.
Log in with your partner credentials to the Cisco Cloud Collaboration Management portal.
Click Start Trial on the Overview page. The Start New Trial window opens.
Enter details about the trial:
Customer Information: Enter the name of the customer company and an email for the administrator.
Trial Services: Select the trials to add to this customer.
Note | All services except Message are optional. To enable Context, select Message. |
Licenses Quantity: Specify the number of licenses required for this customer trial. This number is usually the number of users who use this service. This option applies only to the Trial Services. Context Service is not bound by the number of licenses specified here.
Trial duration Specify the duration the trial lasts before you must purchase the service. This option applies only to the Trial Services and not Context Service.
Note | Context Service entitlement does not expire when the specified trial period ends. The organization can continue to use Context Service beyond the date of the specified Trial Duration. |
Note | You cannot change the customer name and administrator email after you create the trial. You can modify the other terms of the trial as needed. Make sure that the email you provide is not already associated with a Cisco Cloud Collaboration Management account. |
Scroll down to the Non Trial Services section and select Enable Context Service for Cisco Unified Contact Center.
Click Next.
A message is displayed that asks if you want to set up the services for the customer. Click No.
You now have provided Context Service entitlement to the organization. The customer now receives a welcome email at the specified email address with the subject line Welcome to Cisco Spark Service.
The customer must click Get Started in the email and sign in to the Cisco Cloud Collaboration Management portal and begin their trial. The customer uses the credentials in the email to sign in and is prompted to create a password.
Your Cisco Context Service is ready. To use the service, connect to Cisco Contact Center with Context Service Enabled. See Register Context Service for more information.
Registering applications with Context Service is easy if your Cisco Cloud Collaboration Management account has been entitled for Context Service.
For Cisco Context Center on-premise applications, simply use the built-in registration process. A browser window displays and prompts you to log in to Cisco Cloud Collaboration Management. Log in and follow the on-screen instructions to authorize the application to connect to Context Service.
Use the Context Service Management gadget to register Unified CCX with the Context Service.
Ensure that your web browser allows popups.
When your organization is entitled for Cisco Context Service, you must have received an email requesting a sign-in and a password change. Sign in using the registration email, and change the password. Now your organization is entitled to use Context Service.
If the browser requires a proxy to connect to internet, configure the browser to use proxy. See the browser documentation about configuring proxy.
Step 1 | Verify the Context Service parameters as specified on the System Parameters Configuration Web Page. If Unified CCX server has to access Context Service via HTTP proxy, configure the proxy parameters and select proxy type as HTTP . | ||
Step 2 | If you are not already signed in, sign in to the Cisco Finesse Administration console. | ||
Step 3 | To register Unified CCX with the Context Service, in the Context Service Management gadget, click Register. For more information about Context Service registration, see http://docwiki.cisco.com/wiki/Context_Service. | ||
Step 4 | You are
prompted to log in and enter your Cisco Cloud Collaboration Management admin
credentials to complete the registration.
During the Registration process, at any time if you wish to cancel the registration, click Cancel. If registration fails or context service cannot be reached, you can reregister by clicking the Register button. In case of Context Service failures, you will receive RTMT alerts. |
If context service registration is done by enabling the proxy setting option, configure the browser proxy with the URL specified in the Context Service Management gadget.
Context Service is a flexible, extensible, secure data store in the cloud that stores your customer journey across any channel. Data includes voice, email, chat, mobile, and web. It enables Cisco Contact Center customers to deliver a seamless omnichannel, out-of-the-box, plug and play experience from Cisco Customer Care products and APIs for third-party integration.
Context Service stores customer interaction data in the cloud, enabling dynamic changes that allow businesses to be flexible in how they store and use data. Often information exists across multiple applications without an effectual way to bring it together. Context Service enables you to get a handle on disparate data and bridge the siloes, while creating a breadcrumb or a map of the data model. Breadcrumbs help your agents to follow a customer journey and provide relevant and immediate assistance, enhancing both the customer and the agent experience.
Context Service uses three main objects to store context data:
Customer data: Describes who the specific customer is, including information such as, name, address, and phone number. A Customer provides a way of linking personally identifiable information (PII) with a customer ID. It can also link to an existing data store that contains your customer data, with key fields, including name and account number, stored in Context Service. The agent desktop displays these details.
Activity: Also knows as POD, describes a specific customer interaction associated with a customer or request. It reflects one or more steps in a customer journey as the customer seeks the fulfillment of their specific request. The activity IDs tie together all objects within a particular customer journey. For example:
Request data: describes what the customer wants. Requests are about one or more customer interactions for a specific issue, at a high level. A Request reflects the customer's view of an issue, indexes customer journey and interaction, and is used to group related activities . For example, if a customer goes online to make a credit card payment, runs into an issue, and calls instead to make the payment. The separate activities represent these two transactions, but belong to same Request, making a credit card payment.
Context data is stored in these objects as fields and fieldsets. A fieldset is a grouping of fields which is grouped with an inherent logic based on your business needs. For example, you can create a Shopping Basket fieldset with four fields:
Items in the cart
Items in a wish list
Total price
Estimated shipping costs
Context Service objects can have multiple fieldsets assigned to them. You can use a specific field in multiple fieldsets and can assign multiple fieldsets to an object. The object remains within the bounds fieldset's scope.
You can use fields and fieldsets available by default or add your own custom fields and fieldsets. You can combine custom fieldsets that you create with the default fieldsets available with each object, to create a flexible, and dynamic data model.
For example, an activity for incoming calls and an activity for Mobile App shopping can have different fields. To store more data, you can add more fieldsets at any time. Fields in the newly added custom fieldsets are not marked as required. That is, the user is not required to enter data into the newly added fields. The example activities for incoming calls and Mobile App shopping app can have these fields:
Field Type |
Activity for Incoming Calls |
Activity for Mobile App Shopping |
---|---|---|
Fixed fields |
Any field listed in the Fixed Fields table. |
Any field listed in the Fixed Fields table. |
Fields based on Cisco templates |
|
|
Custom fields |
|
|
Each object comes with both a fixed fieldset and some suggested default fields. Each individual Context Service data object is limited to 256 KB in size.
Fixed fieldsets that are provided by Context Service, and managed by users include:
Field |
Activity object |
Request object |
Customer object |
---|---|---|---|
POD ID: Unique handle of this activity object. |
✓ |
N/A |
N/A |
Request ID: Unique handle of this Request object. |
✓ - Links activities to Request object. |
✓ |
N/A |
Customer ID: Unique handle of this Customer object. |
✓ - Links activities to Customer object. |
N/A |
✓ |
Date Time: Date and time the activity is created and updated |
✓ |
✓ |
✓ |
State: Indicates if the activity is active or closed. |
✓ |
N/A |
N/A |
Workgroup: Indicates if Context Service in working in lab mode or production mode. For more information, see Context Service Modes at https://help.webex.com/docs/DOC-10452. |
✓ |
✓ |
✓ |
Contributors: Machine accounts that are integrated with Context Service. You can also add more identifiers to this field. |
✓ |
N/A |
N/A |
Media Type: Indicates the type of media of the activity. There are eight possible media types:
|
✓ |
N/A |
N/A |
Fieldsets: One or more fieldsets attached to this activity. |
✓ |
✓ |
✓ |
Tags: List of tags for this activity. |
✓ |
N/A |
N/A |
Service managed fields are automatically populated when you create the object. Customers, or the application they use, can populate user managed fields.
You also get a Cisco template with predefined fields in a fieldset that you can modify. You can also create custom fields based on templates provided by Context Service.
For a complete list of base and custom fieldsets, see the Context Service SDK Guide.
Context Service provides a way for you to collect siloed information and creates breadcrumbs that allow you to follow a customer journey. You can design the data stored in the Context Service objects based on your business requirements and workflows. Before you decide about what data to store, consider these questions:
Which kind of data do you need to help you solve your specific use case?
Where is the information you need currently stored?
Who needs access the information to solve your specific use case?
Examine the journey that your customer follows. This helps to not only answer these questions, but also to find the best way of bringing the disparate pieces of information together. For example, the customer starts on online on a website and follows up with a phone call. Does your IVR or agent know about the previous website visit? Can your IVR identify a repeat caller and offer different options? Use these observations to identify application silos or organizational silos in the user journey. Identify the gaps in the information and build a Context Service data model to provide the breadcrumbs required to fill the gaps. For example, an online retail organization who wants to see if customers added items to their cart and did not buy them. The organization also wants to offer alternate suggestions based on the product customers are looking for. The object, an activity here, must have two fields. One that records the items in the customer's cart and one that lists all the products browsed. The data model design is also dynamic, that is, you can choose to add new fieldsets any time. The online retail organization decides after few months, that survey score information adds value. They can then add a survey score field to the design, without impacting existing Context data.
Context Service Data Privacy Model
Each field is defined by a data type and a security classification.
Context Service provides endpoint encryption so that sensitive data is not stored or transported in plain text. When you define a field, you specify how the field classifies data. You can classify data as:
Personally Identifiable Information (PII)—Information associated with an individual who contacts your support center. PII is stored and transported in an encrypted format and requires a key to access the data. With endpoint encryption, a PII can only be decrypted at the client.
Non-PII Encrypted—Information not associated with an individual, but considered confidential. Encrypted data is stored and transported in an encrypted format. Encrypted at endpoint, this data can only be decrypted at the client.
Unencrypted—Information that is not PII and not confidential. It is stored as plain text, but transported over an encrypted layer (HTTPS).
For example, name, email, and phone-number are personally identifiable. Therefore, the default fields that hold these types of data classified as PII, and are endpoint encrypted. Rewards card balances may not be PII. You can store them as Unencrypted. Non-PII Encrypted fields may be fields such as "Context Title", the title of an activity.
Note | Context Service does not prevent you from specifying PII or confidential information into unencrypted fields. Make sure that your data is stored in the appropriate field with the correct classification. |
You can also define security boundaries for your data based on the mode of Context Service. For more information, see Context Service Modes.
You can set the mode when you create the Context Service client connection or register with Context Service. The two modes are Lab and Production.
Lab mode: Use this mode to test, develop, and debug Context Service. Lab mode contains nonproduction data and allows you to delete objects and flush all data. You can continue to test and develop in the Lab mode after you deploy a version to Production mode. You cannot access data created in Production mode while in Lab mode.
Production mode: Use this mode when you deploy Context Service in your application. You cannot delete objects in this mode. Make sure you test Context Service using the Lab mode before you deploy the service in your application. You cannot access data created in Lab mode while in Production mode.
If multiple applications in your organization are using Context Service, make sure all the applications are using the same mode. Data created in one mode cannot be accessed in another mode.
Note | Context Service creates strict security boundaries between data created in Production and Lab modes by using separate accounts per workgroup per machine. This model enables you to isolate data between the two modes. When you register your application, both modes are enabled on the registered machine within same connection data. |
Cisco provides a few base fields in base fieldsets as template. You can add more fields or fieldsets to a POD or Activity via a Unified CCX script. The model is to create custom fields, add them to a fieldset, and set the fieldset on the POD or Activity or Customer object. The table below reflects the cisco.ccx.pod, cisco.socialminer.pod, and cisco.base.pod, which are template fieldsets from Cisco.
Fieldset |
Field |
Data Type |
Description |
---|---|---|---|
cisco.ccx.pod |
Agent_ID |
string |
Unified CCX scripts use this for setting the ID of the agent to whom the call is routed so that it could be used for making routing decisions. |
cisco.ccx.pod |
CCX_CSQ |
string |
Unified CCX scripts use this for setting the CSQ where the call is sent to so that it could be used for making routing decisions. |
cisco.socialminer.pod |
SM_SocialContact_Author |
string |
This is required for SocialMiner to auto populate the information for integration. |
cisco.socialminer.pod |
SM_SocialContact_Subject |
string |
This is required for SocialMiner to auto populate the information for integration. |
cisco.socialminer.pod |
SM_SocialContact_Description |
string |
This is required for SocialMiner to auto populate the information for integration. |
cisco.socialminer.pod |
SM_SocialContact_RefURL |
string |
This is required for SocialMiner to auto populate the information for integration. |
cisco.base.pod |
Context_Notes |
string |
Finesse Context Service gadget adds this fieldset if not found since it is needed for the user interface. |
cisco.base.pod |
Context_POD_Source_Cust_Name |
string |
This is hidden in the gadget. This helps to keep track of the source field if different from the one associated with the customer object. This helps the gadget to pre-fill the customer portion of the user interface for an unknown caller. |
cisco.base.pod |
Context_POD_Source_Email |
string |
This is hidden in the gadget. This is a Tracking field for Auto Create. This helps the gadget to pre-fill the customer portion of the user interface for an unknown caller. This helps to keep track of the source field if different from the one associated with the customer object. |
cisco.base.pod |
Context_POD_Source_Phone |
string |
This is hidden in the gadget. This is a Tracking field for Auto Create. This helps the gadget to pre-fill the customer portion of the user interface for an unknown caller. This helps to keep track of the source field if different from the one associated with the customer object. |
cisco.base.pod |
Context_POD_Activity_Link |
string |
Finesse Context Service gadget adds this fieldset if not found since its needed for user interface. |
The customers can be looked up based on the following fields in the cisco.base.customer fieldset.
Fieldset |
Field |
Data Type |
Description |
---|---|---|---|
cisco.base.customer |
Context_First_Name |
string |
First name of the contact. |
cisco.base.customer |
Context_Last_Name |
string |
Last name of the contact. |
cisco.base.customer |
Context_Street_Address_1 |
string |
Street address of the contact. |
cisco.base.customer |
Context_Street_Address_2 |
string |
Street address of the contact. |
cisco.base.customer |
Context_City |
string |
City name of the contact. |
cisco.base.customer |
Context_State |
string |
State name of the contact. |
cisco.base.customer |
Context_ZIP |
string |
Zip details of the contact. |
cisco.base.customer |
Context_Country |
string |
Country name of the contact. |
cisco.base.customer |
Context_Home_Phone |
string |
Home phone number of the contact. |
cisco.base.customer |
Context_Mobile_Phone |
string |
Mobile phone number of the contact. |
cisco.base.customer |
Context_Home_Email |
string |
Home email address of the contact. |
cisco.base.customer |
Context_Work_Email |
string |
Work email address of the contact. |
cisco.base.customer |
Context_Customer_External_ID |
string |
External identification details of the contact. |
This section describes the high-level tasks required to get started with Context Service. These tasks are detailed in the following sections of the guide.
Context Service is a cloud-based service and requires that call center components using Context Service to be able to connect to the public Internet.
Context Service uses port 443 (HTTPS).
The following URLs must be whitelisted in your firewall so that your contact center components can connect to, and receive data from Context Service.
Note | You must use wildcard URLs in your whitelist because Context Service is accessed through multiple subdomains. Context Service subdomain names can dynamically change. |
Chrome |
|
Firefox |
https://support.mozilla.org/en-US/kb/advanced-panel-settings-in-firefox |
Internet Explorer |
This section details the various serviceability requirements that are available for this feature. This involves the logs, alerts, and Context Service Status page that are available for the Context Service feature that can be used for any troubleshooting-related purposes.
The Context Service Status web page from the Tools menu in the Cisco Unified CCX Serviceability displays the status of Context Service for all the listed components of the Unified CCX solution.
The Context Service parameters for all the components like, Finesse, SocialMiner, Unified CCX, and Fusion Management Connector (FMC) are displayed.
Parameter Name |
Description |
||
---|---|---|---|
State |
The state of the component is displayed. The state can be, Registered or Not Registered or Unknown or Stopped for Context Service. | ||
Status |
The status of the component is displayed. The status can be, Online or Offline or Unknown or No Connectivity or Ready to Register. | ||
Mode |
This displays whether the component is connected to the Context Service in Lab mode or in Production mode.
|
||
Last Fetched At |
The time stamp when the last connectivity status is identified. | ||
Action |
This provides an option, Initialize, to reinitialize the Context Service connector of Unified CCX component that is in Stopped state. | ||
Static SDK Version |
The static SDK library version used by the component to connect to the Context Service is displayed. | ||
Extension SDK Version |
The dynamic SDK library version used by the component to connect to the Context Service is displayed. | ||
Proxy |
This displays the HTTP proxy configured in Unified CCX for the connectivity to Context Service. |
When the state of the component is Registered the status can be Online, Offline, or No Connectivity.
When the state of the component is Not Registered the status can be Offline, Ready to Register, or No Connectivity.
When the state of the component is Unknown the status also is Unknown.
Note | When the status is Online it indicates that the connectivity of the component with Context Service is successful. When the status is Offline it indicates that one or more critical services of Context Service is not working or there is an issue with network connectivity. |
For troubleshooting purpose, you may click Export to download the data required for troubleshooting that can be shared with Cisco Support.
This section lists the issues and the possible solutions during registration of the components with the Context Service Cloud.
When registering or de-registering Context Service with Finesse, the process stops responding and continues to display one of the following messages:
Registration is in progress
ORDeregistration is in progress
These messages could occur for the following reasons:
The proxy is invalid or not reachable. Make sure that the proxy URL is correct and reachable from Finesse.
The browser pop-up is disabled. Ensure the browser pop-up is enabled.
The Context Service Cloud services may not be reachable. For more information, see the Fusion Management Connector (FMC) logs located at: /opt/cisco/ccbu/logs/fusion-mgmt-connector directory.
Fusion Management Connector (FMC) is still in the loading state.
Unable to onboard Context Service and the Registration button is not available with the error message.
"Unable to determine the registration status of the system. Please refresh the page."
Restart the Platform Tomcat (Fusion Management Connector web application), if the Platform Tomcat is down.
When you try to register Unified CCX to Context Service with incorrect credentials, the following error is shown.
You've entered an incorrect email address or password.
Check to see if you have obtained the correct credentials for your organization and use those credentials to register Unified CCX to Context Service.
Registering Context Service with Finesse clients can fail with this error:
The Context service registration status is invalid. Check the Settings and try again.
This error could occur for the following reasons:
Correct the client settings.
Save and refresh the page.
Connection data is invalid. Restart Cisco Tomcat service. If that doesn't help, contact Cisco Support.
Context Service Management displays the following error messages in Cisco Finesse Administration:
Unable to determine registration status from system
Error while retrieving Context Service client settings from Database
These errors occur when the Fusion Management web application, deployed on the Platform Tomcat is down, or the Cisco Tomcat service is down in Cisco Finesse.
Registration is shown as successful in the Finesse gadget, but the Real Time Monitoring Tool (RTMT) Alert ContextServiceInitializationFailed is shown. The Fusion Management Connector logs shows the error Attempt to connect failed. Context Service steps will fail.
RTMT Alert: Alert Name = ContextServiceInitializationFailed. Alert Description = "Context Service failed to initialize."
Sample MIVR Logs: 25179: Jul 27 16:15:03.990 IST %MIVR-CONTEXT_SERVICE-1-CONTEXT_SERVICE_INITIALIZATION_FAILED:Context Service Initialization Failed:
Sample ManagementConnector-fusion-mgmt-connector logs: Error on CREATE: https://hercules-a.wbx2.com/v1/connectors Jul 28 2016 16:13:02.298 +0530: CS_LOG [sdk_log_level=ERROR]: Error: try #1: Exception trying to connect=com.sun.jersey.api.client.ClientHandlerException: connect=com.sun.jersey.api.client.ClientHandlerException: java.net.UnknownHostException: hercules-a.wbx2.com: Name or service no t known Jul 28 2016 16:13:02.298 +0530: CS_LOG [sdk_log_level=ERROR]: Attempt to connect failed: java.net.UnknownHostException: hercules-a.wbx2.com: Name or service not known
Check if the network connectivity to the Context Service cloud is up. If the proxy is used to access Context Service cloud, enter the valid proxy values and select HTTP as the Proxy Type. If the preceding does not resolve the issue, deregister and register again.
Context Service Registration (or) Steps fail with a Timeout Error. Sample error message in MIVR logs:
Task: 123456789 failed with exceptionjava.util.concurrent.TimeoutException OR Task: 123456789 failed with exception com.cisco.thunderhead.errors.ApiException Reason='Timeout Request'
Update the Request Timeout parameter under the System Parameters tab in the appadmin for Context Service. or
Update the requestTimeoutMillis in contextserviceconfiguration REST API URI : http://<server>/adminapi/contextserviceconfiguration
Timeout = 2 * RequestTimeout (This will be retried once after 1 try)
As part of Context Service registration process, a pop-up window is displayed for Cisco Spark login. After the registration is complete, the popup window does not close automatically and the following error message is displayed:
Please wait while Finesse completes the Context Service registration. CAUTION: Do not close this window, otherwise the registration may fail. This window will close automatically when the registration is complete.
When this error message occurs:
Check the registration status in the Finesse Administration page. If the registration is complete, the pop-up window closes automatically.
Note | If you are using Firefox, enable the dom.allow_scripts_to_close_windows config to ensure that any additional tabs opened for context service registration close as expected. |
As part of Context Service registration process, do not refresh the pop up page while the registration or deregistration process is in progress. This may result in an Undefined state for that respective component.
This error message is seen in REST API (URL: http://<uccx-server>/adminapi/proxyconfig).
HostName cannot be empty as it is currently being used by Context Service.
The hostname is empty in the proxyConfig and proxyType is HTTP in contextServiceConfiguration.
Do not set the hostname as empty in the proxyConfig if the proxyType is selected as HTTP in contextServiceConfiguration.
Http proxy not set error message is shown in the AppAdmin Or the Http proxy is not configured error message is shown in REST API.
The GUI error is shown in the AppAdmin System Parameters page: Http proxy is not set. The REST API error is shown: HTTP proxy is not configured. (URL:http://<uccx-server>/adminapi/contextserviceconfiguration).
HTTP is selected as the Proxy Type without entering HTTP proxy parameters. Enter HTTP proxy parameters if HTTP is selected as the Proxy Type.
This section describes the various connectivity related issues that are encountered and the troubleshooting that can be performed for a possible solution.
If the issue persists, contact Cisco Support.
Uniifed CCX Context Service Initialization fails and the Real Time Monitoring Tool (RTMT) alert ContextServiceInitializationFailed is shown with the following messages.
RTMT Alert: Alert Name = ContextServiceInitializationFailed. Alert Description = "Context Service failed to initialize."
When the error occurs, the Context Service step fails. Check the MIVR logs. The sample logs are:
Sample MIVR Logs: 25179: Jul 27 16:15:03.990 IST %MIVR-CONTEXT_SERVICE-1-CONTEXT_SERVICE_INITIALIZATION_FAILED:Context Service Initialization Failed: Reason=TickleHandler.call() - Unexpected exception occured while notifying Context Service registration status,Exception=ApiError with errorType: unknownError, errorData: /discovery/apps/v1, errorMessage: Connect to discovery.rciad.ciscoccservice.com:443 [discovery.rciad.ciscoccservice.com/10.232.38.58] failed: Connection refused
Check if the network connectivity to the Context Service cloud is up. If the proxy is used to access Context Service cloud, enter the valid Proxy values and select HTTP as the Proxy Type. If the above does not resolve the issue, Deregister and Register again.
All logs related to Context Service and Context Service Step Failures are in Debug Level. Context Service SDK logs are captured in Unified CCX using LIB_TPL subfacility of MIVR logging. STEP_CONTEXT_SERVICE, CONTEXT_SERVICE, and LIB_TPL are by default Debug enabled for Context Service.
Enable the following logs for more information:
STEP_CONTEXT_SERVICE - XDebug : For each Step's input level details.
CONTEXT_SERVICE - XDebug1 : For each Step execution's begin and end status.
LIB_TPL - XDebug1 : For enabling detailed Context Service SDK logging.
If your issue is still unresolved, contact Cisco Support.
Context Service status information is logged periodically into the respective log files.
The periodic interval is 30 minutes, and this is synchronized to the wall clock time. The log should appear at 1100hrs, 1130hrs, 1200hrs and so on.
The status message lists the overall status, services used by the connector, information on whether it is reachable, latency and so on.
Fusion Management Connector logs are located at /opt/cisco/ccbu/logs/fusion-mgmt-connector
Finesse Auth logs are located at: /opt/cisco/desktop/logs/finesse-auth.
SocialMiner logs are located at: /opt/cisco/mmca/logs/runtime.
Unified CCX logs are logged in the MIVR logs.
The JMX statistics information is logged into the logs located at /opt/cisco/desktop/logs/finesse-auth directory" with the text "CS_SDK_STATS_SUMMARY".
Note | This statistics information is not logged into the Fusion Management Connector logs. |
This section describes the runtime related issues that are encountered during the runtime connection with the Context Service Cloud. The troubleshooting tips and the possible solution for each are presented.
Finesse administration shows Context Service as registered, but the registration was not successful in SocialMiner.
In the Cisco Finesse desktop gadget, there may be instances where the customer's context information is not accessible and the following error message is displayed:
Experiencing issues with accessing customer's context information
Invalid client settings. Check and correct the client settings.
Due to connectivity issues. Check if the Context Service connectivity is accessible from Cisco Finesse.
Cisco Finesse is not registered with Context Service. Check your Context Service registration. If Context Services is not registered, try again
Check for the below logs to track a successful Create POD (Activity) Step:
99056: Jul 27 12:55:47.760 IST %MIVR-CONTEXT_SERVICE-7-UNK:ContextServiceClientWrapper.createPOD()ThreadID:25269 Context Service createPOD() started.systemInLabMode:false 99057: Jul 27 12:55:48.015 IST %MIVR-CONTEXT_SERVICE-7-UNK:ContextServiceClientWrapper.createPOD() ThreadID:25269 Context Service createPOD() completed 99058: Jul 27 12:55:48.016 IST %MIVR-CONTEXT_SERVICE-7-UNK:Successfully Created POD : POD [PODId=56aa0bb0-53cb-11e6-a01b-9f8b9c5b2fea, customerId:64913110-3de9-11e6-a364-4746c80d8064, #PODData=2, CreateDate=null, LastModifiedDate=Wed Jul 27 12:55:47 IST 2016, MediaType=voice, Contributors=[F1-UCCX1(machine)],Tags=[Tag1,Tag2]]Customer was created in the Lab mode and the LookupCustomer is done in the Production mode or conversely.
Do the LookupCustomer in the same mode in which the customer was created or create the customer in the mode in which LookupCustomer is done.
The Context Service steps fail with the following fieldset error message.
MIVR-STEP_CONTEXT_SERVICE-7-UNK:Exception Occured while Creating POD : : Exception=ApiError with errorType:notFound, errorData: id, errorMessage:Fieldset entry abc.xyz.123 not found.
The Dictionary fieldsets are not used, as specified by the organization.
Update the Editor Script with the correct fieldset names.
The Context Service steps fail with the following field error message.
MIVR-STEP_CONTEXT_SERVICE-7-UNK:Exception Occured while Creating POD : : Exception=ApiError with errorType: invalidData, errorData: dataElements, errorMessage: Non-existing field specified in data elements set.
The Dictionary fields are either not used or incorrect, as specified by the organization. This could be because the field is preceding or trailing a white space.
Update the Editor Script with the correct field names.
Create POD is successful, but the POD data not displayed in Gadget. This could be due to PODID not set in POD.ID ECC variable.
Set the PODID in the POD.ID ECC variable through the Set Enterprise CallInfo step in the Editor.
If your issue is still unresolved, contact Cisco Support.
The Context Service steps fail with the following ArrayIndexOutOfBound Exception.
MIVR-STEP_CONTEXT_SERVICE-7-EXCEPTION:com.cisco.expression.ExpressionArrayIndexOutOfBoundsException: null;
LookupCustomers step and RetrievePOD step will be successful for no customers found and no activities retrieved respectively. The Success Exit state indicates the cloud operation status.
Do a length check for the result array of LookupCustomers step and RetrievePOD step before you do any operations on the object. For example, if(lookupResult.length>0) then do GetCustomerInfo()
After registering a server, you can deregister it if you decide to stop using Context Service with that server.
Ensure that your web browser allows popups.