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|Affected OS Type
||Affected Release Number
11.5(1), 11.6(1), 11.0(1)
||SocialMiner 11.6 - Authorizing New TW feed returns 403 Forbidden|
||SocialMiner: Unable to perform new Facebook Fan Page authorization with Error: Can't Load URL|
Cisco will no longer support the monitoring of Facebook fan pages, Twitter, and RSS feeds from SocialMiner for all Customer Journey Solutions customers effective August 1, 2018. These features will also be removed in SocialMiner 11.6(2) and later. This is applicable ONLY to the social media feed integration to SocialMiner.
This announcement has no impact on SocialMiner’s continued support for email and chat functionalities on Contact Center Express (CCX) and task routing functionality on Contact Center Enterprise (CCE).
In light of recent privacy issues, Facebook and Twitter have introduced new requirements for business applications that interface with these platforms. These new requirements impact the social monitoring capabilities of Cisco SocialMiner. In addition, there is a shift in customer care trends from social monitoring to social media messaging. Consequently, Cisco will no longer support the monitoring of Facebook fan pages, Twitter, and RSS feeds from SocialMiner for all Customer Journey Solutions customers effective August 1, 2018.
Note: Cisco expects Facebook to block SocialMiner monitoring of Facebook fan pages on or shortly after August 1, and expects Twitter will take similar action in the near future as well. Customers who currently use SocialMiner to monitor Facebook fan pages or Twitter feeds are encouraged to switch to alternate solutions prior to this date.
Separately, with changes in social media platforms, contact centers have begun to focus on messaging tools such as Facebook Messenger. In alignment with these trends, CCX will introduce support for Facebook Messenger in SocialMiner 11.6(2) (Q3 CY18), while CCE customers can leverage partner applications. Cisco also continues to invest in the development of additional messaging channels such as Apple Business Chat.
Facebook and Twitter URLs need to be manually whitelisted. Finally, Facebook will shut down the SocialMiner Facebook application after August 1, 2018.
There is no workaround or solution.
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