Integration of SocialMiner with Gmail on UCCX 11.6

Introduction

This documet describes the integration of SocialMiner with Gmail for the Agent Email feature in Cisco Unified Contact Center Express (UCCX). Starting from version 11.6(1), SocialMiner can integrate with Gmail using a SOCKS5 proxy (to reach securely via IMAP:993 and SMTP:587  IMAP for a particular Gmail mailbox) 

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• UCCX Administration
• SocialMiner

Components Used

The information in this document is based on these software and hardware versions:

• SocialMiner 11.6(1)
• UCCX 11.6(1)
• A SOCK5 Proxy that allows secure TCP communication for IMAP(993) and SMTP(587) connections to Gmail
• A working Gmail Account.

Note: Ensure that CCX is able to reach the SOCKS proxy via the FQDN by adding the the entries in your DNS forward and reverse lookups.

You can use these CLI commands to check resolution and reacheability to the server.

CLI: utils network ping <SOCKS.FQDN>
CLI: utils network host <SOCKS.FQDN>
CLI: utils network host <SOCKS.IP.ADDRESS>

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.

Settings in Google Account

Allow IMAP Requests to your Gmail Account

Step 1. Login to your Gmail account. Click on Settings icon which is located at top right hand side of page, as shown in the image.

Step 2. Under Forwarding and POP/IMAP, check Enable IMAP box, as shown image.

Allow SocialMiner to Access your Gmail Account

Step 1. Login to the Gmail account. Click on My Account which is located at top right hand side of page, as shown in the image.

Step 2. It opens a wide range of settings options in a new tab. Click on Device activity & security events under Sign-in & Security section, as shown in the image.

 Step 3. As shown in the image, scroll down to find option Allow less secure apps: OFF.

Step 4. As shown in the image, enable the option Allow less secure apps: ON.

Configure the SOCKS Proxy

Step 1. Navigate to System > System Parameters and scroll to the end, enter the HTTP and SOCKS proxy to be used to reach.

The SOCKS proxy is needed to reach Gmail over Secure TCP ports 993/587 for secure IMAP/SMTP communication.

Configure Agent Email

Step 1. Login to UCCX Appadmin and go to Subsystems > RmCm > Skill.

Step 2. Create Email skills for your Gmail agents, assign these to your agents.

Step 3. Navigate to Subsystems > Chat and Email > SocialMiner Configuration, now enter the SocialMiner FQDN, username password and click on Save, as shown in the image.

Step 4. Navigate to Subsystems > Chat and Email > Mail Server Configuration, now enter IMAP and SMTP address in FQDN.

Enable SOCKS proxy and click on Save/Update, as shown in the second image.

Step 5. Navigate to Subsystems > Chat and Email > Contact Service Queues > Add New, now enter name, select type Email > Enter <username>@gmail.com, password > click on Test Configuration.

Step 6. Post this, the Test Configuration should be successful.

Step 7. Click on Next, add the required skills for the Agents to be selected for this CSQ, and click on Finish. 

Verify

Check the emails arrive on the agent desktop

Troubleshoot

At times, while testing the configuration, user can encounter the error as shown here.

" CSQ Configuration Errors

Email Username and Password do not match "

As you check the SocialMiner Runtime logs, you see these messages with Result {FAILURE=AUTHENTICATION_FAILURE}

0000311932: 10.78.91.156: Oct 31 2017 10:27:59.305 +0530: %CCBU_________CCPAPI-6-REST_API_INFO:  Checking smtp connection for smtp.gmail.com:587with user:<mailbox>@gmail.com
0000311935: 10.78.91.156: Oct 31 2017 10:28:04.806 +0530: %CCBU_________CCPAPI-6-REST_API_INFO:  smtp connection check for smtp.gmail.com:587 Result {FAILURE=AUTHENTICATION_FAILURE}
0000311936: 10.78.91.156: Oct 31 2017 10:28:04.806 +0530: %CCBU_________CCPAPI-6-REST_API_INFO:  Checking IMAP connection for imap.gmail.com:993with user:<mailbox>@gmail.com
0000311941: 10.78.91.156: Oct 31 2017 10:28:09.160 +0530: %CCBU_________CCPAPI-6-REST_API_INFO:  IMAP connection check imap.gmail.com:993 Result {[Gmail]/Sent Mail={FAILURE=AUTHENTICATION_FAILURE}, [Gmail]/Drafts={FAILURE=AUTHENTICATION_FAILURE}, Inbox={FAILURE=AUTHENTICATION_FAILURE}}

Check the Gmail account in question, you see these banner that shows that the account login was prevented by Gmail security settings.

Procedure

1. Ensure that the proper credentials are entered.
   
   
2. Reconfirm all the settings mentioned under section Prerequisite settings in Google account are in place.
   
   
3. Click on YES, THAT WAS ME In the Review Recent Activity Tab.
   
   
4. If both the above steps checks out, please retry Test Configuration after sometime, as Google tends to take some time to refresh these new security settings.

The root cause of this issue is strict security policies for your Gmail inbox.