Contents

Introduction

Prerequisites

Requirements

Components Used

Background

Unsupported Configurations and Scenarios for UCCX Non-Voice

Verify

Troubleshoot

Related Information

Introduction

This document describes unsupported configurations and scenarios for Unified Contact Center Express (UCCX) Non-Voice Integration with SocialMiner.

Prerequisites

Requirements

It is recommended to have knowledge on these products for the Non-Voice integration

- UCCX

- SocialMiner

- Microsoft Exchange Server

Components Used

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

- UCCX 11.5

- SocialMiner 11.5

- Microsoft Exchange Server 2013

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, make sure that you understand the potential impact of any command or changes.

Note: Possible symptoms highlighted in the document are seen in the lab environment. There is a potential for other side-effects due to the unsupported configurations.

Background

UCCX Non-Voice Integration with SocialMiner is applicable for Chat and Email features. This provides the capability for agents to receive Chat and Emails as a contact from UCCX and service their customers through Finesse in addition to voice.

Unsupported Configurations and Scenarios for UCCX Non-Voice

UCCX does not support these configurations:

Description

Possible Symptoms

Workaround

Notes

Modify, move or delete an email AFTER it landed in a UCCX specific Inbox

Intermittently, it can cause emails to be delivered twice from SocialMiner to UCCX

If you do want to have rules that move/modify emails, then a sub folder has to be created under Inbox and the rules have to be applied on the email BEFORE it reaches the folder meant for UCCX email.

After email is in the folder meant for UCCX email, only SocialMiner/UCCX can modify that email.

Auto-Reply on UCCX mailbox emails

More emails are shown in the Finesse Email Gadget than the value configured in Max Email Limit.

After email is in the folder meant for UCCX email, only SocialMiner/UCCX can reply to that email.

Usage of SocialMiner gadgets within Finesse is not supported. For example, feed.jsp and campaign.jsp

You can still setup custom gadgets based on these built-in gadgets under 3rdpartygadget's folder.

Modification to Email or Chat feed/campaign from SocialMiner Administration page.

Email or Chat feed/campaign can only be configured from UCCX Administration page.

For example, UCCX solution does not support any filter with chat and email.

Public URL Prefix for Chat Invitation with HTTP

Agents are not notified that there are chats in queue.

HTTPS access from the Internet to SocialMiner is required, because SocialMiner cannot send HTTP notification about inbound chat contacts to UCCX, so modification of the webform to have http instead of https does not work. The redirects to the Chat Widget which is hosted on the SocialMiner itself needs HTTPS access from the Internet to the SocialMiner. It is not supported to send inbound chat through HTTP.

To Customize Built-in Chat code on SocialMiner

This causes issue with chat Non-Voice gadget.

You can use Customer Chat Application Programming Interface (API) if customization is required. Refer to DevNet for documentation and sample code.

https://developer.cisco.com/site/socialminer/documentation/

To have Active Content Disabled for Internet Explorer

You use Internet Explorer (IE) and fill the webform to start a chat with a finesse agent, your name is not sent to the finesse agent.

Internet Options--> Advanced Tab-->Under Security---> Check Allow active content to run in files on My Computer

Enable this setting for proper Javascript execution

Run Patrol Read and Consistency Check features on the Redundant Array of Independent Disks (RAID) level

SocialMiner's Tomcat generates core dumps weekly due to a feature which runs on the RAID controller.

Ensure that the hard drive's RAID controller (Virtual host machine) does not have Patrol Read and Consistency Check flags enabled. This causes predictable, Disk IO Latency (while the process is up) which causes core dumps against Cisco Tomcat service.

Block port 80 and 7071 with assumption of same purpose served by secured port 443/7443

Normal function of chat requires all these ports to be enabled so none of these should be blocked.

Mismatch in configuration of UCCX Contact Service Queue (CSQ) email address, Exchange inbox username, and Exchange mailbox address

Error message in Finesse "Unable to reply to customer's email. Click Send to retry, or requeue. If the problem persists, contact your system administrator. Close Tab"

If the UCCX email CSQ is configured with the address emailcsq@example.com UCCX uses those credentials to send replies. The Exchange user of that account and the associated inbox must match this or have appropriately configured UPN suffix or account alias.

Configure an Email CSQ with an internal or private domain such as .local or .int (UCCX 11.5 and up)

Email CSQ page shows an error on saving: "Error occurred while saving the CSQ data. Please check the logs for more details. "

Email CSQ email addresses must be configured with a valid top level domain (TLD) such as .com or .net.

This restriction is by design according to the RFC.

Verify

There is currently no verification procedure available for this configuration.

Troubleshoot

There is currently no specific troubleshooting information available for this configuration.

Related Information

- Integrate UCCX with SocialMiner for Agent Email

- Technical Support & Documentation - Cisco Systems