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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 a traduit ce document en traduction automatisée vérifiée par une personne dans le cadre d’un service mondial permettant à nos utilisateurs d’obtenir le contenu d’assistance dans leur propre langue. Il convient cependant de noter que même la meilleure traduction automatisée ne sera pas aussi précise que celle fournie par un traducteur professionnel.
Ce document décrit la fonctionnalité qui vise à intégrer Facebook Messenger en tant que canal côté client avec la fonctionnalité CCX Web Chat (via SocialMiner) en tant que fonctionnalité prête à l'emploi.
Facebook Messenger est un service de messagerie instantanée et une application de Facebook. Avec 1,2 milliard d'utilisateurs, il s'agit incontestablement de la plate-forme de messagerie la plus importante et la plus populaire au monde.
Optimisé par la plate-forme Facebook Messenger, ce service permet aux entreprises d'interagir avec leurs clients et de s'intégrer à d'autres services.
Le service de passerelle de discussion est un nouveau service basé sur node.js introduit dans SocialMiner pour l'intégration de FB Messenger.
Ce service est conçu de manière générique pour exposer les API de webhook aux services de messagerie externe (comme FB messenger) et gérer en interne les sessions de chat et appeler les API de chat de SocialMiner.
Il s'agit essentiellement du service qui orchestre les sessions de chat pour FB Messenger (et tout autre service de messagerie dans le futur).
Journaux à collecter :
/opt/cisco/uccx/log/MADM/* - Tous les journaux de l'administration CCX - requis pour tous les problèmes de configuration.
Niveaux de journal :
Journaux à collecter :
Tous ces journaux peuvent être collectés à l'aide des éléments suivants :
Niveaux de journal :
Pour les journaux de la passerelle de discussion SocialMiner, il existe 3 niveaux principaux de journal :
Ces niveaux de journal peuvent être modifiés en modifiant le /opt/cisco/mmca/conf/ccp-chat-gateway/settings.json et nécessite le redémarrage du service Passerelle de discussion SocialMiner pour prendre effet.
Il n'existe aucune commande CLI pour effectuer cette opération. L'accès à ce fichier nécessite un compte racine/distant.
Assurez-vous que le client a créé une application Facebook avec la plate-forme Facebook Messenger avant de configurer la fonctionnalité UCCX pour FBM.
Un ensemble spécifique de tâches doit être effectué avant de configurer cette fonctionnalité dans CCX Administration.
Créer et posséder une page Facebook
L'URL de rappel (mise à jour sur facebook lors de la création de webhooks) doit être l'URL accessible publiquement à partir des serveurs facebook.com. S'il n'y a pas de proxy, l'URL Webhook est l'URL du SM sur le port 10443. Cela signifie :
Étape 1. Si SocialMiner se trouve directement sur l'Internet public, il s'agit alors d'une URL Webhook exposée par l'hôte SocialMiner sur le port 10443 (https://<SM FQDN>:10443/fbm)
Vous pouvez vérifier l'état de la configuration Facebook en utilisant cette URL dans le navigateur pour vous assurer que tout fonctionne correctement du point de vue de la configuration. Exemple :
Étape 2. Si SocialMiner est masqué derrière un proxy inverse, l'URL Webhook est l'URL du serveur proxy sur le port 10443. Il s'agit de l'URL du serveur proxy inverse (https://proxy.company.com/fbm).
Ce proxy inverse est censé transmettre la demande à l'URL du crochet Web exposée par l'hôte SocialMiner sur le port 10443 (https://<SM FQDN>:10443/fbm)
Exemple :
Étape 3. Il est obligatoire que l'hôte servant l'URL de rappel à facebook.com serve les requêtes via HTTP sécurisé (HTTPS) avec un certificat SSL valide signé par l'autorité de certification. S'il s'agit du serveur SocialMiner, assurez-vous que le certificat de plate-forme auto-signé est remplacé par un certificat valide signé par l'autorité de certification.
Étape 4. Assurez-vous que les pare-feu ne bloquent aucun trafic entrant vers le port 10443 sur le serveur SocialMiner. Un limiteur de débit est mis en oeuvre sur ce port pour protéger le serveur contre un trafic excessif et injustifié. En outre, les règles de limite de connexion de plate-forme sont également appliquées à ce port.
Dans https://developers.facebook.com, sous la section App Review de l'application Facebook, assurez-vous que le commutateur est réglé sur On pour rendre votre application publique.
Assurez-vous également que l'état de l'application indique Live, comme indiqué dans l'image en haut à droite.
Dans https://developers.facebook.com, sous Messenger > Settings, accédez à la section Webhooks et sélectionnez Setup Webhooks.
Lorsque vous cliquez sur le bouton Vérifier et enregistrer, une demande réelle est envoyée de facebook.com à l'URL de rappel à l'aide du jeton de vérification fourni.
Si cette demande échoue, vous ne pouvez pas enregistrer ces paramètres à moins de résoudre le problème. Les questions sont clairement mises en évidence en ligne et devraient être résolues.
Testez le webhook ultérieurement (après l'avoir configuré) à l'aide de la fonctionnalité de test fournie dans https://developers.facebook.com (sous APP Facebook > Webhooks)
Cliquez sur Test > Send to My server. En cas de succès, le groupe Facebook envoie un message au SM « L'exemple de mise à jour a été envoyé avec succès à votre serveur. », comme l'illustre l'image.
Dans https://developers.facebook.com, consultez la section Alertes>Boîte de réception pour connaître les mises à jour/notifications/nouvelles de Facebook qui pourraient affecter l'application et ses fonctionnalités.
Utilisez la fonctionnalité Valider le jeton fournie dans CCX Administration (Sous-systèmes>Discussion et e-mail>Discussion - Facebook Messenger > Valider)
Utilisez l'outil Access Token Debugger fourni par Facebook.
Faites une simple requête HTTP GET à facebook.
URL = https://graph.facebook.com/me?access_token=<PAGE_ACCESS_TOKEN>
Attente
Utilisez la fonctionnalité Valider le jeton fournie dans CCX Administration (Sous-systèmes>Discussion et e-mail>Discussion - Facebook Messenger > Valider)
Vous pouvez vérifier l'état dans Administration CCX (Sous-systèmes>Discussion et e-mail>Configuration SocialMiner)
Non configuré : indique que la passerelle est à l'état NOT_CONFIGURED. Aucun canal n'a été configuré.
Non applicable : indique que Finesse n'est pas activée ou que la version de SocialMiner n'est pas configurée ou compatible.
Intégration de Facebook Messenger
Indique si ce canal est ACTIVÉ ou non.
Indique également le dernier échec enregistré dans ce canal. Utile pour déterminer les erreurs intermittentes et permanentes.
Note:
Ces configurations de canaux ne peuvent pas prendre effet de manière dynamique sans interrompre les conversations en cours et nécessitent par conséquent un redémarrage du service Passerelle de discussion SocialMiner.
Si le jeton d'accès à la page ou le jeton de vérification change, redémarrez le service Passerelle de discussion SocialMiner à partir de l'interface de ligne de commande.
utils service restart SocialMiner Chat Gateway
Étape 1. Admin charge la page d'intégration de Facebook Messenger à partir de Subsystems > Chat and Email > Chat-Facebook Messenger (qui obtient la configuration de la passerelle de chat de SocialMiner si elle est configurée)
//UCCX Effectuer une demande REST pour obtenir la configuration de la passerelle de discussion.
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 6559: Aug 27 12:21:23.958 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-20] EntityDataSource: EntityDataSource.getPrimaryDataSourceType = LOCAL 6560: Aug 27 12:21:23.959 EDT %MADM-CFG_MGR-7-UNK:[http-bio-443-exec-20] SystemConfigUtil: 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) 6564: Aug 27 12:21:23.961 EDT %MADM-ADM_CFG-7-UNK:[http-bio-443-exec-20] AppAdminUtil: Entering - getGatewayConfiguration 6565: Aug 27 12:21:23.962 EDT %MADM-CFG_MGR-7-UNK:[http-bio-443-exec-20] ConfigManagerImpl: getAccessor(ConfigQuery):Try to get the default accessor 6566: Aug 27 12:21:23.962 EDT %MADM-CFG_MGR-7-UNK:[http-bio-443-exec-20] DBAccessor: DBAccessor.get(query)) 6567: Aug 27 12:21:23.962 EDT %MADM-CFG_MGR-7-UNK:[http-bio-443-exec-20] DBAccessor: Schema class = com.cisco.crs.chat.ChatSocialMinerConfig 6568: Aug 27 12:21:23.962 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-20] DAOFactoryImpl: Returning DAO :: SystemConfigDAO 6569: Aug 27 12:21:23.962 EDT %MADM-CFG_MGR-7-UNK:[http-bio-443-exec-20] SystemConfigUtil: SystemConfigUtil.readAll() :: 1, com.cisco.crs.chat.ChatSocialMinerConfig, null 6570: Aug 27 12:21:23.963 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-20] EntityDataSource: EntityDataSource.getPrimaryDataSourceType = LOCAL 6571: Aug 27 12:21:23.966 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-20] EntityDataSource: EntityDataSource.getPrimaryDataSourceType = LOCAL 6572: Aug 27 12:21:23.968 EDT %MADM-CFG_MGR-7-UNK:[http-bio-443-exec-20] SystemConfigUtil: SystemConfigUtil.convertToCIR :: 1 entities 6573: Aug 27 12:21:23.968 EDT %MADM-CFG_MGR-7-UNK:[http-bio-443-exec-20] DBAccessor: Found 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/ 6575: Aug 27 12:21:24.458 EDT %MADM-REST_CLIENT-7-UNK:[http-bio-443-exec-20] SmRestClient: SmRestClient().SmRestClient: getChatGatewayConfig(): GET successed.
//On Success SM retourne les configurations de la passerelle de discussion telles que le jeton d'accès à la page Facebook, les configurations proxy, les instructions de problème avec les mappages de file d'attente, les messages configurés, la configuration de l'évaluation de post chat et le jeton de vérification Facebook.
6576: Aug 27 12:21:24.583 EDT %MADM-REST_CLIENT-7-UNK:[http-bio-443-exec-20] SmRestClient: SmRestClient().SmRestClient: getChatGatewayConfig(): returns - com.cisco.uccx.rest.sm.model.ChatGatewayConfig@6c9ffc[version=1.0,httpProxy=com.cisco.uccx.rest.sm.model.ChatGatewayConfig$HttpProxy@1d8aa3d[enabled=true,host=proxy.esl.cisco.com,port=8080],channels=[com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel@4f3dee[type=FACEBOOK_MESSENGER,auth=com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$Auth@6afc6c[pageAccessToken=EAAVG0LRBZCxYBAHjjnvqBb4MvGHLnlo4cOXw8qgm7BmZCabg44cM7JEzq7BujFItMsk78iXfZAdZBBuXpxEIu4hnQBgvXYzrCifoL8vvjjvYIaZBshfx8plLjm42qbE0FgoEmpREw0YV71Sq4RzRZBPeFVyJOQEMhVNaDsdFGjD8X34mmja,verificationToken=yy721u9wyzg7edl1vgjsm],enabled=true,problemStatements=[com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$ProblemStatement@1e23156[title=1162FBM1,queueId=4], com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$ProblemStatement@115343a[title=1162FBM2,queueId=5], com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$ProblemStatement@117fc9a[title=1162FBM3,queueId=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$Channel@4f3dee[type=FACEBOOK_MESSENGER,auth=com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$Auth@6afc6c[pageAccessToken=EAAVG0LRBZCxYBAHjjnvqBb4MvGHLnlo4cOXw8qgm7BmZCabg44cM7JEzq7BujFItMsk78iXfZAdZBBuXpxEIu4hnQBgvXYzrCifoL8vvjjvYIaZBshfx8plLjm42qbE0FgoEmpREw0YV71Sq4RzRZBPeFVyJOQE5WDMhVNaDsdFGjD8X34mmja,verificationToken=yy721u9wyzg7edl1vgjsm],enabled=true,problemStatements=[com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$ProblemStatement@1e23156[title=1162FBM1,queueId=4], com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$ProblemStatement@115343a[title=1162FBM2,queueId=5], com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$ProblemStatement@117fc9a[title=1162FBM3,queueId=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] 6578: Aug 27 12:21:24.585 EDT %MADM-ADM_CFG-7-UNK:[http-bio-443-exec-20] AppAdminUtil: Entering - getGatewayHttpProxy 6579: Aug 27 12:21:24.585 EDT %MADM-ADM_CFG-7-UNK:[http-bio-443-exec-20] AppAdminUtil: Entering - getGatewayConfiguration 6580: Aug 27 12:21:24.585 EDT %MADM-CFG_MGR-7-UNK:[http-bio-443-exec-20] ConfigManagerImpl: getAccessor(ConfigQuery):Try to get the default accessor 6581: Aug 27 12:21:24.585 EDT %MADM-CFG_MGR-7-UNK:[http-bio-443-exec-20] DBAccessor: DBAccessor.get(query)) 6582: Aug 27 12:21:24.585 EDT %MADM-CFG_MGR-7-UNK:[http-bio-443-exec-20] DBAccessor: Schema class = com.cisco.crs.chat.ChatSocialMinerConfig 6583: Aug 27 12:21:24.585 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-20] DAOFactoryImpl: Returning DAO :: SystemConfigDAO 6584: Aug 27 12:21:24.585 EDT %MADM-CFG_MGR-7-UNK:[http-bio-443-exec-20] SystemConfigUtil: SystemConfigUtil.readAll() :: 1, com.cisco.crs.chat.ChatSocialMinerConfig, null 6585: Aug 27 12:21:24.585 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-20] EntityDataSource: EntityDataSource.getPrimaryDataSourceType = LOCAL 6586: Aug 27 12:21:24.590 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-20] EntityDataSource: EntityDataSource.getPrimaryDataSourceType = LOCAL 6587: Aug 27 12:21:24.591 EDT %MADM-CFG_MGR-7-UNK:[http-bio-443-exec-20] SystemConfigUtil: SystemConfigUtil.convertToCIR :: 1 entities 6588: Aug 27 12:21:24.592 EDT %MADM-CFG_MGR-7-UNK:[http-bio-443-exec-20] DBAccessor: Found Configs1 6589: Aug 27 12:21:24.592 EDT %MADM-REST_CLIENT-7-UNK:[http-bio-443-exec-20] SmRestClient: SmRestClient().SmRestClient: getChatGatewayConfig(): Sendig GET reqest to - chatGatewayConfig/ 6590: Aug 27 12:21:24.604 EDT %MADM-REST_CLIENT-7-UNK:[http-bio-443-exec-20] SmRestClient: SmRestClient().SmRestClient: getChatGatewayConfig(): GET successed. 6591: Aug 27 12:21:24.606 EDT %MADM-REST_CLIENT-7-UNK:[http-bio-443-exec-20] SmRestClient: 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],channels=[com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel@1e930bc[type=FACEBOOK_MESSENGER,auth=com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$Auth@7e93ee[pageAccessToken=EAAVG0LRBZCxYBAHjjnvqBb4MvGHLnlo4cOXw8qgm7BmZCabg44cM7JEzq7BujFItMsk78iXfZAdZBBuXpxEIu4hnQBgvXYzrCifoL8vvjjvYIaZBshfx8plLjm42qbE0FgoEmpREw0YV71Sq4RzRZBPeFVyJOQE5WDMhVNaDsdFGjD8X34mmja,verificationToken=yy721u9wyzg7edl1vgjsm],enabled=true,problemStatements=[com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$ProblemStatement@21fcdf[title=1162FBM1,queueId=4], com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$ProblemStatement@160b24a[title=1162FBM2,queueId=5], com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$ProblemStatement@1591f22[title=1162FBM3,queueId=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]]] 6592: Aug 27 12:21:24.606 EDT %MADM-ADM_CFG-7-UNK:[http-bio-443-exec-20] AppAdminUtil: Facebook channel is configured 6593: Aug 27 12:21:24.609 EDT %MADM-ADM_CFG-7-UNK:[http-bio-443-exec-20] AppAdminUtil: Entering - getCsqName(4) 6594: Aug 27 12:21:24.609 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-20] DAOFactoryImpl: Returning DAO :: ContactServiceQueueDAO 6595: Aug 27 12:21:24.616 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-20] EntityDataSource: EntityDataSource.getPrimaryDataSourceType = LOCAL 6596: Aug 27 12:21:24.626 EDT %MADM-ADM_CFG-7-UNK:[http-bio-443-exec-20] AppAdminUtil: Exiting - getGatewayHttpProxy - Found: Optional.of(1162FBMQ1) 6597: Aug 27 12:21:24.626 EDT %MADM-ADM_CFG-7-UNK:[http-bio-443-exec-20] AppAdminUtil: Entering - getCsqName(4) 6598: Aug 27 12:21:24.626 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-20] DAOFactoryImpl: Returning DAO :: ContactServiceQueueDAO 6599: Aug 27 12:21:24.626 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-20] EntityDataSource: EntityDataSource.getPrimaryDataSourceType = LOCAL 6600: Aug 27 12:21:24.630 EDT %MADM-ADM_CFG-7-UNK:[http-bio-443-exec-20] AppAdminUtil: Exiting - getGatewayHttpProxy - Found: Optional.of(1162FBMQ1) 6601: Aug 27 12:21:24.630 EDT %MADM-ADM_CFG-7-UNK:[http-bio-443-exec-20] AppAdminUtil: Entering - getCsqName(5) 6602: Aug 27 12:21:24.630 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-20] DAOFactoryImpl: Returning DAO :: ContactServiceQueueDAO 6603: Aug 27 12:21:24.630 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-20] EntityDataSource: EntityDataSource.getPrimaryDataSourceType = LOCAL 6604: Aug 27 12:21:24.632 EDT %MADM-ADM_CFG-7-UNK:[http-bio-443-exec-20] AppAdminUtil: Exiting - getGatewayHttpProxy - Found: Optional.of(1162FBMQ2) 6605: Aug 27 12:21:24.633 EDT %MADM-ADM_CFG-7-UNK:[http-bio-443-exec-20] AppAdminUtil: Entering - getCsqName(5) 6606: Aug 27 12:21:24.633 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-20] DAOFactoryImpl: Returning DAO :: ContactServiceQueueDAO 6607: Aug 27 12:21:24.633 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-20] EntityDataSource: EntityDataSource.getPrimaryDataSourceType = LOCAL 6608: Aug 27 12:21:24.636 EDT %MADM-ADM_CFG-7-UNK:[http-bio-443-exec-20] AppAdminUtil: Exiting - getGatewayHttpProxy - Found: Optional.of(1162FBMQ2) 6609: Aug 27 12:21:24.636 EDT %MADM-ADM_CFG-7-UNK:[http-bio-443-exec-20] AppAdminUtil: Entering - getCsqName(6) 6610: Aug 27 12:21:24.636 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-20] DAOFactoryImpl: Returning DAO :: ContactServiceQueueDAO 6611: Aug 27 12:21:24.636 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-20] EntityDataSource: EntityDataSource.getPrimaryDataSourceType = LOCAL 6612: Aug 27 12:21:24.638 EDT %MADM-ADM_CFG-7-UNK:[http-bio-443-exec-20] AppAdminUtil: Exiting - getGatewayHttpProxy - Found: Optional.of(1162FBMQ3) 6613: Aug 27 12:21:24.638 EDT %MADM-ADM_CFG-7-UNK:[http-bio-443-exec-20] AppAdminUtil: Entering - getCsqName(6) 6614: Aug 27 12:21:24.638 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-20] DAOFactoryImpl: Returning DAO :: ContactServiceQueueDAO 6615: Aug 27 12:21:24.639 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-20] EntityDataSource: EntityDataSource.getPrimaryDataSourceType = LOCAL 6616: Aug 27 12:21:24.641 EDT %MADM-ADM_CFG-7-UNK:[http-bio-443-exec-20] AppAdminUtil: Exiting - getGatewayHttpProxy - Found: Optional.of(1162FBMQ3) 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() 6619: Aug 27 12:21:24.651 EDT %MADM-LIB_CFG-7-UNK:[http-bio-443-exec-20] ChatHome: ChatHome.getAllQueueTagMapByQType( 2 ) 6620: Aug 27 12:21:24.651 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-20] DAOFactoryImpl: Returning DAO :: ContactServiceQueueDAO 6621: Aug 27 12:21:24.651 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-20] DAOFactoryImpl: Returning DAO :: ChatTriggerPointDAO 6622: Aug 27 12:21:24.669 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-20] EntityDataSource: EntityDataSource.getPrimaryDataSourceType = LOCAL 6623: Aug 27 12:21:24.685 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-20] EntityDataSource: EntityDataSource.getPrimaryDataSourceType = LOCAL 6624: Aug 27 12:21:24.687 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-20] EntityDataSource: EntityDataSource.getPrimaryDataSourceType = LOCAL 6625: Aug 27 12:21:24.689 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-20] EntityDataSource: EntityDataSource.getPrimaryDataSourceType = LOCAL 6626: Aug 27 12:21:24.691 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-20] EntityDataSource: EntityDataSource.getPrimaryDataSourceType = LOCAL 6627: Aug 27 12:21:24.692 EDT %MADM-LIB_CFG-7-UNK:[http-bio-443-exec-20] ChatHome: ChatHome.getAllQueueTagMapByQType( 2 ) returns: {1162FBMQ1=Chat_Csq4, 1162FBMQ3=Chat_Csq6, 1162FBMQ2=Chat_Csq5, 1162Chat=Chat_Csq2} 6628: Aug 27 12:21:24.692 EDT %MADM-LIB_CFG-7-UNK:[http-bio-443-exec-20] ChatHome: ChatHome.getAllQueueTagMap() returns: {1162FBMQ1=Chat_Csq4, 1162FBMQ3=Chat_Csq6, 1162FBMQ2=Chat_Csq5, 1162Chat=Chat_Csq2}
Étape 2. Admin tente de mettre à jour la configuration.
6975: Aug 27 12:45:41.702 EDT %MADM-ADM_CFG-7-UNK:[http-bio-443-exec-4] AppAdminUtil: Entering - updateGatewayConfiguration 6976: Aug 27 12:45:41.702 EDT %MADM-CFG_MGR-7-UNK:[http-bio-443-exec-4] ConfigManagerImpl: getAccessor(ConfigQuery):Try to get the default accessor 6977: Aug 27 12:45:41.702 EDT %MADM-CFG_MGR-7-UNK:[http-bio-443-exec-4] DBAccessor: DBAccessor.get(query)) 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 6980: Aug 27 12:45:41.702 EDT %MADM-CFG_MGR-7-UNK:[http-bio-443-exec-4] SystemConfigUtil: SystemConfigUtil.readAll() :: 1, com.cisco.crs.chat.ChatSocialMinerConfig, null 6981: Aug 27 12:45:41.702 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-4] EntityDataSource: EntityDataSource.getPrimaryDataSourceType = LOCAL 6982: Aug 27 12:45:41.707 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-4] EntityDataSource: EntityDataSource.getPrimaryDataSourceType = LOCAL 6983: Aug 27 12:45:41.709 EDT %MADM-CFG_MGR-7-UNK:[http-bio-443-exec-4] SystemConfigUtil: SystemConfigUtil.convertToCIR :: 1 entities 6984: Aug 27 12:45:41.709 EDT %MADM-CFG_MGR-7-UNK:[http-bio-443-exec-4] DBAccessor: Found Configs1 6985: Aug 27 12:45:41.709 EDT %MADM-REST_CLIENT-7-UNK:[http-bio-443-exec-4] SmRestClient: SmRestClient().SmRestClient: updateChatGatewayConfig(): Sendig PUT reqest to - chatGatewayConfig/ 6986: Aug 27 12:45:41.710 EDT %MADM-REST_CLIENT-7-UNK:[http-bio-443-exec-4] SmRestClient: 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],channels=[com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel@13545e2[type=FACEBOOK_MESSENGER,auth=com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$Auth@7f0248[pageAccessToken=EAAVG0LRBZCxYBAHjjnvqBb4MvGHLnlo4cOXw8qgm7BmZCabg44cM7JEzq7BujFItMsk78iXfZAdZBBuXpxEIu4hnQBgvXYzrCifoL8vvjjvYIaZBshfx8plLjm42qbE0FgoEmpREw0YV71Sq4RzRZBPeFVyJOQE5WDMhVNaDsdFGjD8X34mmja,verificationToken=yy721u9wyzg7edl1vgjsm],enabled=true,problemStatements=[com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$ProblemStatement@6ecc67[title=1162FBM1,queueId=4], com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$ProblemStatement@2d9915[title=1162FBM2,queueId=5], com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$ProblemStatement@19d5de6[title=1162FBM3,queueId=6]],chatFeedId=100029,messages={CHAT_ENDED=Your chat has ended. Thank you!, RATING_OFFER=Would you like to rate your chat experience on a scale of 1 [worst] to 5 [best]? Select a rating., UNSUPPORTED_MESSAGE=Sorry, we support only text messages and emojis., PROBLEM_STATEMENT_CAPTION=How can we help you? Choose from one of the options., CHAT_ENDED_UNKNOWN_ERROR=Oops! An error occurred. Chat has ended. Try again later., WAIT_FOR_AGENT=Just a moment...finding an expert to chat with you., AGENT_JOIN_TIMEOUT=We are busy at the moment. You can continue to wait or try again later., WELCOME_MESSAGE=Hello! Welcome to Cisco Customer Care., CHAT_ENDED_INACTIVITY=Chat has ended due to inactivity. You can contact us again., RATING_COMPLETE=Thank you for the feedback., CHAT_ENDED_AGENT_UNAVAILABLE=Sorry, we could not find an expert to chat with you at this moment. Try again later.},ratingEnabled=true]]] 6987: Aug 27 12:45:41.790 EDT %MADM-REST_CLIENT-7-UNK:[http-bio-443-exec-4] SmRestClient: SmRestClient().chatGatewayConfig PUT succeeded 6988: Aug 27 12:45:41.790 EDT %MADM-REST_CLIENT-7-UNK:[http-bio-443-exec-4] SmRestClient: SmRestClient().PUT succeeded. result = PUT https://sm-fqdn/ccp-webapp/ccp/chatGatewayConfig/ returned a response status of 200 OK 6989: Aug 27 12:45:41.791 EDT %MADM-ADM_CFG-7-UNK:[http-bio-443-exec-4] AppAdminUtil: Updated chat gateway configuration. com.cisco.uccx.rest.sm.model.ChatGatewayConfig@d0451e[version=1.0,httpProxy=com.cisco.uccx.rest.sm.model.ChatGatewayConfig$HttpProxy@19f922b[enabled=true,host=proxy.esl.cisco.com,port=8080],channels=[com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel@13545e2[type=FACEBOOK_MESSENGER,auth=com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$Auth@7f0248[pageAccessToken=EAAVG0LRBZCxYBAHjjnvqBb4MvGHLnlo4cOXw8qgm7BmZCabg44cM7JEzq7BujFItMsk78iXfZAdZBBuXpxEIu4hnQBgvXYzrCifoL8vvjjvYIaZBshfx8plLjm42qbE0FgoEmpREw0YV71Sq4RzRZBPeFVyJOQE5WDMhVNaDsdFGjD8X34mmja,verificationToken=yy721u9wyzg7edl1vgjsm],enabled=true,problemStatements=[com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$ProblemStatement@6ecc67[title=1162FBM1,queueId=4], com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$ProblemStatement@2d9915[title=1162FBM2,queueId=5], com.cisco.uccx.rest.sm.model.ChatGatewayConfig$Channel$ProblemStatement@19d5de6[title=1162FBM3,queueId=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 Cisco 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]]] 6990: Aug 27 12:45:41.791 EDT %MADM-ADM_CFG-7-UNK:[http-bio-443-exec-4] AppAdminUtil: Exiting - updateGatewayConfiguration
Étape 3. Admin tente de valider la configuration.
7328: Aug 27 13:02:49.777 EDT %MADM-ADM_CFG-7-UNK:[http-bio-443-exec-14] AppAdminUtil: Entering - validateConfig(EAAVG0LRBZCxYBAHjjnvqBb4MvGHLnlo4cOXw8qgm7BmZCabg44cM7JEzq7BujFItMsk78iXfZAdZBBuXpxEIu4hnQBgvXYzrCifoL8vvjjvYIaZBshfx8plLjm42qbE0FgoEmpREw0YV71Sq4RzRZBPeFVyJOQE5WDMhVNaDsdFGjD8X34mmja, proxy.esl.cisco.com, 8080) 7329: Aug 27 13:02:49.778 EDT %MADM-CFG_MGR-7-UNK:[http-bio-443-exec-14] ConfigManagerImpl: getAccessor(ConfigQuery):Try to get the default accessor 7330: Aug 27 13:02:49.778 EDT %MADM-CFG_MGR-7-UNK:[http-bio-443-exec-14] DBAccessor: DBAccessor.get(query)) 7331: Aug 27 13:02:49.778 EDT %MADM-CFG_MGR-7-UNK:[http-bio-443-exec-14] DBAccessor: Schema class = com.cisco.crs.chat.ChatSocialMinerConfig 7332: Aug 27 13:02:49.778 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-14] DAOFactoryImpl: Returning DAO :: SystemConfigDAO 7333: Aug 27 13:02:49.778 EDT %MADM-CFG_MGR-7-UNK:[http-bio-443-exec-14] SystemConfigUtil: SystemConfigUtil.readAll() :: 1, com.cisco.crs.chat.ChatSocialMinerConfig, null 7334: Aug 27 13:02:49.784 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-14] EntityDataSource: EntityDataSource.getPrimaryDataSourceType = LOCAL 7335: Aug 27 13:02:49.789 EDT %MADM-DB_MGR-7-UNK:[http-bio-443-exec-14] EntityDataSource: EntityDataSource.getPrimaryDataSourceType = LOCAL 7336: Aug 27 13:02:49.792 EDT %MADM-CFG_MGR-7-UNK:[http-bio-443-exec-14] SystemConfigUtil: SystemConfigUtil.convertToCIR :: 1 entities 7337: Aug 27 13:02:49.792 EDT %MADM-CFG_MGR-7-UNK:[http-bio-443-exec-14] DBAccessor: Found Configs1 7338: Aug 27 13:02:49.792 EDT %MADM-REST_CLIENT-7-UNK:[http-bio-443-exec-14] SmRestClient: SmRestClient().SmRestClient: validateConfig() 7339: Aug 27 13:02:49.792 EDT %MADM-REST_CLIENT-7-UNK:[http-bio-443-exec-14] SmRestClient: SmRestClient().SmRestClient: path for FBM_CONFIG_TEST is chatGatewayConfig/test/facebook 7340: Aug 27 13:02:49.792 EDT %MADM-REST_CLIENT-7-UNK:[http-bio-443-exec-14] SmRestClient: SmRestClient().SmRestClient: FBMConfig is com.cisco.uccx.rest.sm.model.FBMConfig@1c02765 7341: Aug 27 13:02:50.371 EDT %MADM-REST_CLIENT-7-UNK:[http-bio-443-exec-14] SmRestClient: 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 7342: Aug 27 13:02:50.371 EDT %MADM-REST_CLIENT-7-UNK:[http-bio-443-exec-14] SmRestClient: SmRestClient().validateConfig succeeded 7343: Aug 27 13:02:50.373 EDT %MADM-REST_CLIENT-7-UNK:[http-bio-443-exec-14] SmRestClient: SmRestClient().SMRestClient validateConfig is com.cisco.uccx.rest.sm.model.FBMConfigTestStatus@12cf7b6[status=PASSED,reason=] 7344: Aug 27 13:02:50.373 EDT %MADM-REST_CLIENT-7-UNK:[http-bio-443-exec-14] SmRestClient: SmRestClient().SMRestClient validateConfig-status is PASSED 7345: Aug 27 13:02:50.373 EDT %MADM-ADM_CFG-7-UNK:[http-bio-443-exec-14] AppAdminUtil: Exiting - validateConfig()
Étape 1. Nouveau client entrant : dit « Bonjour » et offre une liste d'énoncés de problème.
Dans le fichier /opt/cisco/mmca/logs/ccp-chat-gateway/log.log
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 ...
Étape 2. Une nouvelle demande de discussion est créée dans le SM et une notification est envoyée à 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 0000000343: 10.86.64.220: Aug 27 2018 14:59:41.979 -0400: %CCBU_______EVENTING-6-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,notificationRuleName=,mediaRoutingDomainId=0,newTags=[ccx_chat_req],oldTags=[ccx_chat_req],screenPopUrl=,socialContactExtensionFields={h_chatRoom=socialminer_chat.0@conference.127.0.0.1, ccxqueuetag=Chat_Csq4, h_chatOrigin=FACEBOOK_MESSENGER, h_Name=Amar Kumar},socialContactId=7CC1846210000165000000000A5640DC,socialContactChatIsInvited=false,socialContactChatInviteStatus=none,socialContactIntegrationAuthTokenGuid=,socialContactIsSoftLocked=false,socialContactPublishedDate=Mon Aug 27 14:59:41 EDT 2018,socialContactScriptSelector=,socialContactShortUrlIds=[],socialContactStatus=unread,socialContactStatusDate=Mon Aug 27 14:59:41 EDT 2018,socialContactStatusReason=unknown,socialContactStatusUserId=,socialContactTags=[],sourceType=chat,hasMoreContacts=false,numContactsResend=0,numQueuedContact=0]]: A DSNotificationEvent received 0000000344: 10.86.64.220: Aug 27 2018 14:59:41.979 -0400: %CCBU_______EVENTING-6-MSG_INCOMING_FROM_BUS: %[correlation_id=null][mid=ID:sm120-51014-1535122975944-5:4:2:1:4][msg_kind=ActiveMQMapMessage][msg_type=NFY.NotificationEvent]: A message has been received by the message bus 0000000345: 10.86.64.220: Aug 27 2018 14:59:41.980 -0400: %CCBU_______EVENTING-6-DS_NOTIFICATION_EVENT: %[DSNotificationEvent=com.cisco.ccbu.ccp.interfaces.nfy.NotificationEvent@1c39520[author=,title=,campaignIds=[100030],eventType=SC_TAGGING,notificationRuleId=0,notificationRuleName=,mediaRoutingDomainId=0,newTags=[ccx_chat_req],oldTags=[],screenPopUrl=http://sm-fqdn/results.jsp?scID=7CC1846210000165000000000A5640DC,socialContactExtensionFields={},socialContactId=7CC1846210000165000000000A5640DC,socialContactChatIsInvited=false,socialContactChatInviteStatus=,socialContactIntegrationAuthTokenGuid=,socialContactIsSoftLocked=false,socialContactPublishedDate=Mon Aug 27 14:59:41 EDT 2018,socialContactScriptSelector=,socialContactShortUrlIds=[],socialContactStatus=<null>,socialContactStatusDate=Mon Aug 27 14:59:41 EDT 2018,socialContactStatusReason=,socialContactStatusUserId=,socialContactTags=[],sourceType=,hasMoreContacts=false,numContactsResend=0,numQueuedContact=0]]: A DSNotificationEvent received 0000000346: 10.86.64.220: Aug 27 2018 14:59:41.980 -0400: %CCBU_______EVENTING-6-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-MSG_INCOMING_FROM_BUS: %[correlation_id=null][mid=ID:sm120-51014-1535122975944-5:4:2:1:4][msg_kind=ActiveMQMapMessage][msg_type=NFY.NotificationEvent]: A message has been received by the message bus 0000000347: 10.86.64.220: Aug 27 2018 14:59:41.987 -0400: %CCBU_______EVENTING-6-SOCIAL_CONTACT_PUBLISH_END: %[Contact=7CC1846210000165000000000A5640DC][Node=ccp.contacts.chat][Payload=<SocialContact><author>Amar Kumar</author><chatIsInvited>false</chatIsInvited><extensionFields><extensionField><name>h_chatRoom</name><value>socialminer_chat.0@conference.127.0.0.1</value></extensionField><extensionField><name>h_chatOrigin</name><value>FACEBOOK_MESSENGER</value></extensionField><extensionField><name>h_Name</name><value>Amar Kumar</value></extensionField><extensionField><name>ccxqueuetag</name><value>Chat_Csq4</value></extensionField></extensionFields><id>7CC1846210000165000000000A5640DC</id><publishedDate>1535396381792</publishedDate><refURL>http://sm-fqdn/ccp-webapp/ccp/socialcontact/7CC1846210000165000000000A5640DC</refURL><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>]: Published contact 0000000348: 10.86.64.220: Aug 27 2018 14:59:41.987 -0400: %CCBU_______EVENTING-6-SOCIAL_CONTACT_PUBLISH_START: %[Contact=7CC1846210000165000000000A5640DC][Node=ccp.campaign.updates.CCX_Chat_Campaign]: Publishing contact 0000000349: 10.86.64.220: Aug 27 2018 14:59:41.987 -0400: %CCBU_______EVENTING-6-SOCIAL_CONTACT_PUBLISH_END: %[Contact=7CC1846210000165000000000A5640DC][Node=ccp.campaign.updates.CCX_Chat_Campaign][Payload=<SocialContact><campaignPublicId>CCX_Chat_Campaign</campaignPublicId><extensionFields><extensionField><name>h_chatRoom</name><value>socialminer_chat.0@conference.127.0.0.1</value></extensionField><extensionField><name>h_chatOrigin</name><value>FACEBOOK_MESSENGER</value></extensionField><extensionField><name>h_Name</name><value>Amar Kumar</value></extensionField><extensionField><name>ccxqueuetag</name><value>Chat_Csq4</value></extensionField></extensionFields><id>7CC1846210000165000000000A5640DC</id><publishedDate>1535396381792</publishedDate><refURL>http://sm-fqdn/ccp-webapp/ccp/socialcontact/7CC1846210000165000000000A5640DC</refURL><sourceType>chat</sourceType><status>unread</status><statusReason>unknown</statusReason><statusTimestamp>1535396381798</statusTimestamp><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/socialcontact/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,rule=com.cisco.ccbu.oamp.omgr.transfer.HttpNotificationRule@7dafaa[httpUrl=https://uccx-fqdn/uccx-webservices/contact,httpUsername=<null>,httpPassword=<null>,sslVerifyCertificates=false,campaignId=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>socialminer_chat.0@conference.127.0.0.1</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</screenPopUrl> <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
Étape 3. UCCX reçoit la notification.
//MADM
8973: Aug 27 14:59:42.384 EDT %MADM-UCCX_WEBSERVICES-7-UNK:[http-bio-443-exec-22] ServiceLogger: New incoming contact : <?xml version="1.0" encoding="UTF-8" standalone="yes"?> <contactXML> <author>Amar Kumar</author> <id>7CC1846210000165000000000A5640DC</id> <integrationAuthTokenGUID>d73e07bd-ee99-47a8-b623-e582260722f5</integrationAuthTokenGUID> <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> <sourceType>chat</sourceType> <status>unread</status> <statusReason>unknown</statusReason> <statusTimestamp>1535396381798</statusTimestamp> <tags> <tag>ccx_chat_req</tag> </tags> <title>Chat from Facebook Messenger</title> <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>socialminer_chat.0@conference.127.0.0.1</value> </extensionField> </extensionFields> </contactXML> 8974: Aug 27 14:59:42.384 EDT %MADM-UCCX_WEBSERVICES-7-UNK:[http-bio-443-exec-22] ServiceLogger: Notify for new contact
Étape 4. Moteur Ajoute la discussion à la file d'attente et trouve un agent disponible pour la discussion.
À ce stade, le message suivant s'affiche : « Trouver un expert pour discuter avec vous. »
399906: Aug 27 14:59:42.439 EDT %MIVR-SS_CHAT-7-UNK:[chatEventConsumer-1] ChatSubsystemLogger: com.cisco.wf.subsystems.chat.listener.jmsevent.ChatContactListener : Received Event [ContactEvent [operation=ADD, contactXML=ContactXML [author=Amar Kumar, id=7CC1846210000165000000000A5640DC, replyType=chat, notificationTag=ccx_chat_req, refURL=http://sm-fqdn/ccp-webapp/ccp/socialcontact/7CC1846210000165000000000A5640DC, replyTemplateURL=http://sm-fqdn/multisession/ui/templates/reply/cisco_agent_ms_chat.jsp, integrationAuthTokenGUID=d73e07bd-ee99-47a8-b623-e582260722f5, userExtensionFields=[UserExtensionField [name=ccxqueuetag, value=Chat_Csq4], UserExtensionField [name=h_Name, value=Amar Kumar], UserExtensionField [name=h_chatOrigin, value=FACEBOOK_MESSENGER], UserExtensionField [name=h_chatRoom, value=socialminer_chat.0@conference.127.0.0.1]], tags=[ccx_chat_req], sourceType=chat, status=unread, statusReason=unknown, publishedDate=1535396381792, title=Chat from Facebook Messenger, campaignPublicId=null, statusTimestamp=1535396381798]]] on master node. 399907: Aug 27 14:59:42.446 EDT %MIVR-SS_CHAT-7-UNK:[ChatContactEvent--7CC1846210000165000000000A5640DC 1535396382446] ChatSubsystemLogger: Begin processing for ChatContactEvent--7CC1846210000165000000000A5640DC 1535396382446 399908: Aug 27 14:59:42.447 EDT %MIVR-SS_CHAT-7-UNK:[ChatContactEvent--7CC1846210000165000000000A5640DC 1535396382446] ChatSubsystemLogger: com.cisco.wf.subsystems.chat.listener.jmsevent.ChatContactListener : processADD() - Adding contact. ContactId: 7CC1846210000165000000000A5640DC, MediaType: CHAT 399909: Aug 27 14:59:42.457 EDT %MIVR-SS_CHAT-7-UNK:[ChatContactEvent--7CC1846210000165000000000A5640DC 1535396382446] ChatSubsystemLogger: com.cisco.wf.subsystems.chat.manager.ChatContactManager : addContact()--Queue for tag is 4 399910: Aug 27 14:59:42.457 EDT %MIVR-SS_ROUTEANDQUEUE-7-UNK:[ChatContactEvent--7CC1846210000165000000000A5640DC 1535396382446] RouteAndQueueSubsystemLogger: com.cisco.wf.subsystems.routeandqueue.manager.ContactManager : addContactToQueues() - contactID:7CC1846210000165000000000A5640DC dispositionReason:UNKNOWNtimestamp:1535396381798 399911: Aug 27 14:59:42.458 EDT %MIVR-SS_ROUTEANDQUEUE-7-UNK:[ChatContactEvent--7CC1846210000165000000000A5640DC 1535396382446] RouteAndQueueSubsystemLogger: In persistCustomerData. Received contact ChatContact(Contact[id=7CC1846210000165000000000A5640DC,state=UNKNOWN,dispReason=UNKNOWN]) 399912: Aug 27 14:59:42.459 EDT %MIVR-SS_ROUTEANDQUEUE-7-UNK:[ChatContactEvent--7CC1846210000165000000000A5640DC 1535396382446] RouteAndQueueSubsystemLogger: com.cisco.wf.subsystems.routeandqueue.manager.ContactManager : Contact with contactID: 7CC1846210000165000000000A5640DC created in memory. 399913: Aug 27 14:59:42.459 EDT %MIVR-SS_ROUTEANDQUEUE-7-UNK:[ChatContactEvent--7CC1846210000165000000000A5640DC 1535396382446] RouteAndQueueSubsystemLogger: com.cisco.wf.subsystems.routeandqueue.manager.ContactManager : Calling allocator 399914: Aug 27 14:59:42.459 EDT %MIVR-SS_ROUTEANDQUEUE-7-UNK:[ChatContactEvent--7CC1846210000165000000000A5640DC 1535396382446] RouteAndQueueSubsystemLogger: com.cisco.wf.subsystems.routeandqueue.allocation.Allocator : Offer Contact: ChatContact(Contact[id=7CC1846210000165000000000A5640DC,state=UNKNOWN,dispReason=UNKNOWN]) To Queue: 4 399916: Aug 27 14:59:42.460 EDT %MIVR-SS_ROUTEANDQUEUE-7-UNK:[ChatContactEvent--7CC1846210000165000000000A5640DC 1535396382446] RouteAndQueueSubsystemLogger: com.cisco.wf.subsystems.routeandqueue.allocation.Allocator : getSuitableAgentFromQueue. AvailableAgent{230} 399917: Aug 27 14:59:42.460 EDT %MIVR-SS_ROUTEANDQUEUE-7-UNK:[ChatContactEvent--7CC1846210000165000000000A5640DC 1535396382446] RouteAndQueueSubsystemLogger: com.cisco.wf.subsystems.routeandqueue.allocation.Allocator : getSuitableAgentFromQueue Only one agent is available in agent list. Return id [230] agentId [agent7901] 399918: Aug 27 14:59:42.460 EDT %MIVR-SS_ROUTEANDQUEUE-7-UNK:[ChatContactEvent--7CC1846210000165000000000A5640DC 1535396382446] RouteAndQueueSubsystemLogger: Selected agent [ agent7901 ] for handling the contact. Reserving agent.
Étape 5. L'agent a rejoint la conversation après l'instruction de problème sélectionnée par le CU.
//Journaux de la passerelle de conversation
2018-08-27 14:59:39.172 - debug: setSessionState: Setting state of session [ID=2242240722460512] to INFO_CLOSED ... 2018-08-27 14:59:39.172 - info: Posting a chat request to SocialMiner [ID=2242240722460512], [HOST=localhost], [FEEDID=100029], [QUEUEID=4] 2018-08-27 14:59:41.966 - info: Chat created successfully. [ID=2242240722460512], [SC RefURL=http://localhost/ccp-webapp/ccp/socialcontact/7CC1846210000165000000000A5640DC] 2018-08-27 14:59:41.966 - debug: setSessionState: Setting state of session [ID=2242240722460512] to AGENT_WAIT ... 2018-08-27 14:59:41.967 - debug: setEventPoller: Setting event poller in session [ID=2242240722460512] ... 2018-08-27 14:59:47.010 - debug: Received chat events for [ID=2242240722460512] { chatEvents: { StatusEvent: { id: '1', status: 'chat_ok' } } } 2018-08-27 14:59:47.011 - debug: setLatestEventID: Setting latest event ID [1] in session [ID=2242240722460512] ... 2018-08-27 14:59:47.012 - warn: Unknown status event [chat_ok] received. Ignoring. [ID=2242240722460512] { type: 'StatusEvent', id: '1', status: 'chat_ok' } 2018-08-27 14:59:51.982 - debug: Received chat events for [ID=2242240722460512] { chatEvents: { PresenceEvent: { id: '2', from: 'agent7901', status: 'joined' } } } 2018-08-27 14:59:51.989 - debug: setLatestEventID: Setting latest event ID [2] in session [ID=2242240722460512] ... 2018-08-27 14:59:51.989 - info: Handing agent JOIN event. [ID=2242240722460512] 2018-08-27 14:59:51.990 - debug: setSessionState: Setting state of session [ID=2242240722460512] to TALKING ... 2018-08-27 14:59:51.990 - debug: clearUserMessagesBuffer: Clearing buffer (contains 0 messages) [ID=2242240722460512] ... 2018-08-27 14:59:52.588 - debug: Successfully sent text message to facebook messenger. [ID=2242240722460512], [Message=Just a moment...finding an expert to chat with you.]
Étape 6. Événements interrogés (toutes les 5 secondes) à partir de SocialMiner - Rejoins de l'agent, mémoire tampon utilisateur effacée.
2018-08-27 15:01:07.028 - debug: No events from SocialMiner for [ID=2242240722460512] 2018-08-27 15:01:12.031 - debug: Received chat events for [ID=2242240722460512] { chatEvents: '' } 2018-08-27 15:01:12.031 - debug: No events from SocialMiner for [ID=2242240722460512] 2018-08-27 15:01:17.033 - debug: Received chat events for [ID=2242240722460512] { chatEvents: '' } 2018-08-27 15:01:17.033 - debug: No events from SocialMiner for [ID=2242240722460512] 2018-08-27 15:01:22.035 - debug: Received chat events for [ID=2242240722460512] { chatEvents: '' } 2018-08-27 15:01:22.035 - debug: No events from SocialMiner for [ID=2242240722460512] 2018-08-27 15:01:17.033 - debug: No events from SocialMiner for [ID=2242240722460512] 2018-08-27 15:01:22.035 - debug: Received chat events for [ID=2242240722460512] { chatEvents: '' } 2018-08-27 15:01:22.035 - debug: No events from SocialMiner for [ID=2242240722460512] 2018-08-27 15:01:27.037 - debug: Received chat events for [ID=2242240722460512] { chatEvents: '' } 2018-08-27 15:01:27.037 - debug: No events from SocialMiner for [ID=2242240722460512] 2018-08-27 15:01:32.036 - debug: Received chat events for [ID=2242240722460512] { chatEvents: '' } 2018-08-27 15:01:32.036 - debug: No events from SocialMiner for [ID=2242240722460512]
Étape 7. Échanger les messages de conversation entre l'agent et l'utilisateur.
2018-08-27 15:00:12.487 - debug: Successfully sent typing action to facebook messenger. [ID=2242240722460512], [Status=composing] 2018-08-27 15:00:16.998 - debug: Received chat events for [ID=2242240722460512] { chatEvents: { MessageEvent: { id: '4', body: 'Hi+How+can+I+help+you%3F', from: 'agent7901' }, TypingEvent: { id: '5', from: 'agent7901', status: 'paused' } } } 2018-08-27 15:00:16.999 - debug: setLatestEventID: Setting latest event ID [5] in session [ID=2242240722460512] ... 2018-08-27 15:00:22.002 - debug: Received chat events for [ID=2242240722460512] { chatEvents: '' } 2018-08-27 15:00:22.002 - debug: No events from SocialMiner for [ID=2242240722460512] 2018-08-27 15:00:27.001 - debug: Received chat events for [ID=2242240722460512] { chatEvents: '' } 2018-08-27 15:00:27.001 - debug: No events from SocialMiner for [ID=2242240722460512] 2018-08-27 15:00:27.601 - debug: Successfully sent text message to facebook messenger. [ID=2242240722460512], [Message=Hi How can I help you?] 2018-08-27 15:00:32.004 - debug: Received chat events for [ID=2242240722460512] { chatEvents: '' } 2018-08-27 15:00:32.005 - debug: No events from SocialMiner for [ID=2242240722460512] 2018-08-27 15:00:37.008 - debug: Received chat events for [ID=2242240722460512] { chatEvents: '' } 2018-08-27 15:00:37.008 - debug: No events from SocialMiner for [ID=2242240722460512] 2018-08-27 15:00:38.067 - debug: Successfully sent typing action to facebook messenger. [ID=2242240722460512], [Status=paused] 2018-08-27 15:00:42.011 - debug: Received chat events for [ID=2242240722460512] { chatEvents: '' } 2018-08-27 15:00:42.011 - debug: No events from SocialMiner for [ID=2242240722460512] 2018-08-27 15:00:47.014 - debug: Received chat events for [ID=2242240722460512] { chatEvents: '' } 2018-08-27 15:00:47.014 - debug: No events from SocialMiner for [ID=2242240722460512] 2018-08-27 15:00:52.020 - debug: Received chat events for [ID=2242240722460512] { chatEvents: '' } 2018-08-27 15:00:52.020 - debug: No events from SocialMiner for [ID=2242240722460512] 2018-08-27 15:00:52.460 - debug: Sent message [I need help with troubleshooting my problem] from session [ID=2242240722460512] to SocialMiner. 2018-08-27 15:00:52.502 - debug: Sent message [I need help with troubleshooting my problem] from session [ID=2242240722460512] to SocialMiner. 2018-08-27 15:00:57.023 - debug: Received chat events for [ID=2242240722460512] { chatEvents: '' } 2018-08-27 15:00:57.023 - debug: No events from SocialMiner for [ID=2242240722460512] 2018-08-27 15:01:02.026 - debug: Received chat events for [ID=2242240722460512] { chatEvents: '' } 2018-08-27 15:01:02.026 - debug: No events from SocialMiner for [ID=2242240722460512] 2018-08-27 15:01:02.068 - debug: Sent message [Sure] from session [ID=2242240722460512] to SocialMiner.
Étape 8. L'agent met fin à la discussion (évaluation post-discussion activée).
2018-08-27 15:46:06.928 - debug: Received chat events for [ID=2242240722460512] { chatEvents: { PresenceEvent: { id: '11', from: 'agent7901', status: 'left' } } } 2018-08-27 15:46:06.929 - debug: setLatestEventID: Setting latest event ID [11] in session [ID=2242240722460512] ... 2018-08-27 15:46:06.929 - info: Handling agent LEFT event. [ID=2242240722460512] 2018-08-27 15:46:06.930 - debug: setSessionState: Setting state of session [ID=2242240722460512] to RATING_WAIT ... 2018-08-27 15:46:11.929 - debug: Received chat events for [ID=2242240722460512] { chatEvents: '' } 2018-08-27 15:46:11.929 - debug: No events from SocialMiner for [ID=2242240722460512] 2018-08-27 15:46:15.940 - debug: Successfully sent rating choices to facebook messenger. [ID=2242240722460512] 2018-08-27 15:46:16.931 - debug: Received chat events for [ID=2242240722460512] { chatEvents: '' } 2018-08-27 15:46:16.931 - debug: No events from SocialMiner for [ID=2242240722460512] 2018-08-27 15:46:21.934 - debug: Received chat events for [ID=2242240722460512] { chatEvents: '' } 2018-08-27 15:46:21.934 - debug: No events from SocialMiner for [ID=2242240722460512] 2018-08-27 15:46:23.887 - debug: Received feedback rating [5] from [ID=2242240722460512]. Submitting to SocialMiner ... 2018-08-27 15:46:23.892 - debug: Received feedback rating [5] from [ID=2242240722460512]. Submitting to SocialMiner ... 2018-08-27 15:46:23.929 - debug: Successfully submitted feedback rating to SocialMiner. [ID=2242240722460512] 2018-08-27 15:46:23.929 - info: Destroying session [ID=2242240722460512] 2018-08-27 15:46:23.930 - debug: Destroyed session [ID=2242240722460512]. Session count = 0 2018-08-27 15:46:23.936 - debug: Successfully submitted feedback rating to SocialMiner. [ID=2242240722460512] 2018-08-27 15:46:23.936 - info: Destroying session [ID=2242240722460512] 2018-08-27 15:46:23.937 - debug: Destroyed session [ID=2242240722460512]. Session count = 0 2018-08-27 15:46:34.551 - debug: Successfully sent text message to facebook messenger. [ID=2242240722460512], [Message=Thank you for the feedback.]
Étape 9. L'Agent Termine La Discussion (Évaluation Post-Discussion Non Activée).
2018-08-27 15:52:43.736 - debug: Received chat events for [ID=2242240722460512] { chatEvents: { PresenceEvent: { id: '8', from: 'agent7901', status: 'left' } } } 2018-08-27 15:52:43.736 - debug: setLatestEventID: Setting latest event ID [8] in session [ID=2242240722460512] ... 2018-08-27 15:52:43.736 - info: Handling agent LEFT event. [ID=2242240722460512] 2018-08-27 15:52:43.737 - info: Destroying session [ID=2242240722460512] 2018-08-27 15:52:43.739 - debug: Destroyed session [ID=2242240722460512]. Session count = 0 2018-08-27 15:52:54.351 - debug: Successfully sent text message to facebook messenger. [ID=2242240722460512], [Message=Your chat has ended. Thank you!]
Étape 1. Démarrage du service - « Passerelle de discussion SocialMiner ».
startup.log - Lancement du service, Ouverture des ports.
[Tue Aug 28 10:21:19 EDT 2018] : chat_gateway_launcher.sh : Starting SocialMiner Chat Gateway ... [Tue Aug 28 10:21:19 EDT 2018] : chat_gateway_launcher.sh : npm missing in PATH. Adding ... [Tue Aug 28 10:21:19 EDT 2018] : chat_gateway_launcher.sh : Enabling port 10443 on system firewall ... IP preferences file updated successfully. iptables has been updated with new rules. ip6tables has been updated with new rules. [Tue Aug 28 10:21:19 EDT 2018] : chat_gateway_launcher.sh : Successfully enabled port 10443 on system firewall [Tue Aug 28 10:21:19 EDT 2018] : chat_gateway_launcher.sh : Service started. PID = 169781 [Tue Aug 28 10:21:19 EDT 2018] : chat_gateway_launcher.sh : Try #1 - Sleeping for 5 seconds ...
Étape 2. Chargement des configurations.
startup.log- configurations de chargement
2018-08-28 10:21:20.100 - info: **** STARTUP **** 2018-08-28 10:21:20.104 - info: Clearing existing configuration from memory ... 2018-08-28 10:21:20.104 - info: Initializing config_manager, loading config from filesystem ... 2018-08-28 10:21:20.104 - info: Loaded service configuration: { server: { port: 10443, sslKeyPath: '/usr/local/platform/.security/tomcat/keys/tomcat_priv.pem', sslCertPath: '/usr/local/platform/.security/tomcat/certs/tomcat.pem', maxRequestsPerMinute: 3000 }, socialMiner: { host: 'localhost', port: 80, pollingIntervalMS: 5000 }, log: { maxSizeBytes: 20480000, maxFileCount: 20, level: 'silly' } } 2018-08-28 10:21:20.106 - info: Loaded configurations for 1 channels. 2018-08-28 10:21:20.107 - info: Setting HTTP proxy [proxy.esl.cisco.com:8080] into process.env ... 2018-08-28 10:21:20.107 - info: Setting current config state to CONFIGURED 2018-08-28 10:21:20.108 - info: Loaded service configuration: { server: { port: 10443, sslKeyPath: '/usr/local/platform/.security/tomcat/keys/tomcat_priv.pem', sslCertPath: '/usr/local/platform/.security/tomcat/certs/tomcat.pem', maxRequestsPerMinute: 3000 }, socialMiner: { host: 'localhost', port: 80, pollingIntervalMS: 5000 }, log: { maxSizeBytes: 20480000, maxFileCount: 20, level: 'silly' } } 2018-08-28 10:21:20.110 - info: Silencing logs on console. Refer log files for further logs
Étape 3. Attendez que le serveur webhook apparaisse.
startup.log - Attente de l'activation du serveur webhook.
[Tue Aug 28 10:21:24 EDT 2018] : chat_gateway_launcher.sh : Checking if service is running on port 10443 ... [Tue Aug 28 10:21:25 EDT 2018] : chat_gateway_launcher.sh : Service UP and RUNNING on port 10443
Étape 4. Vérifier et nettoyer les sessions obsolètes (une fois toutes les heures).
Sessions périmées trouvées et nettoyées
2018-08-27 15:49:44.030 - info: Checking stale sessions ... 2018-08-27 15:49:44.031 - info: Found 1 stale sessions 2018-08-27 15:49:44.031 - info: Destroying session [ID=2242240722460512] 2018-08-27 15:49:44.031 - debug: Destroyed session [ID=2242240722460512]. Session count = 0 2018-08-27 15:49:44.031 - info: Cleaned up 1 stale sessions
Aucune session obsolète trouvée
2018-08-27 18:59:01.789 - info: Checking stale sessions ... 2018-08-27 18:59:01.789 - info: Found 0 stale sessions 2018-08-27 18:59:01.789 - info: Cleaned up 0 stale sessions 2018-08-27 19:59:01.789 - info: Checking stale sessions ... 2018-08-27 19:59:01.789 - info: Found 0 stale sessions 2018-08-27 19:59:01.789 - info: Cleaned up 0 stale sessions