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本文描述与端到端日志分析一起的泡影聊天流工作的泡影聊天的,可以作为一个工作的参考用于排除问题故障。
与UCCX版本的统一的Contact Center Express (UCCX)解决方案和SocialMiner (SM) 11.6(2)添加了新的泡影聊天功能。
泡影聊天(或聊天泡影)功能允许您到达事务使用移动与网页的一最低限度地插入,浮动的聊天webform (与卷动),完全可定制的并且立刻更新所有定制,不用需要调遣在站点的webform。
贡献用Jayant Suneja, Arunabh Bhattacharjee, Cisco工程。
为了跟踪整个流,日志覆盖聊天发起者(用户)对UCCX。
分析的其余(在聊天室被加入)后与经典聊天流(即eventing在精良的SocialMiner代理程序小配件和终端用户之间的简单的XMPP是相同的-谁在XMPP隧道被联络)
流可以由在此镜像显示的19个步骤总结。
每个步骤在日志被概述。
当用户点击点击聊天按钮时,使用在聊天构件的Javascript代码泡影聊天表被提交。
泡影聊天表执行服务器端的转换-拿来聊天配置装载终端用户的UI能开始聊天的地方。
如果打开聊天构件,您将看到以此格式配置的URL :
https://<SOCIALMINER>/ccp/ui/BubbleChat.html?host=<SOCIALMINER>&wid=<WIDGET_ID>&secure=true
<SOCIALMINER>和<WIDGET_ID>分别为SocialMiner FQDN和构件ID。
接收的配置这里以JSON形式。
所有这些应该返回以成功的200 OK为了装载泡影聊天窗口。
1) GET https://sm-fqdn/ccp/ui/BubbleChat.html?host=sm-fqdn&wid=1&secure=true
[HTTP/1.1 200 OK 0ms]
2) GET https://sm-fqdn/ccp/ui/js/ccp/bubblechat/ccp-chat-components.js
[HTTP/1.1 200 OK 0ms]
3) GET https://sm-fqdn/ccp/bubblechat?wid=1
[HTTP/1.1 200 OK 289ms]
0000000323: 10.78.91.166: Aug 06 2018 09:24:09.538 +0530: %CCBU_________CCPAPI-6-REST_API_INFO:
Fetching bubble chat config from hook url:
https://uccx-fqdn/uccx-webservices/chat/config/1
0000000324: 10.78.91.166: Aug 06 2018 09:24:09.538 +0530: %CCBU_________CCPAPI-6-REST_API_INFO:
Fetching bubble chat config from hook url:
https://uccx-fqdn/uccx-webservices/chat/config/1
7199526: Aug 06 09:31:21.235 IST %MADM-UCCX_WEBSERVICES-7-UNK:[http-bio-443-exec-14] ServiceLogger:
Request Url: https://uccx-fqdn/uccx-webservices/chat/config/1
7199527: Aug 06 09:31:21.235 IST %MADM-UCCX_WEBSERVICES-7-UNK:[http-bio-443-exec-14] ServiceLogger:
Match Found for https://uccx-fqdn/uccx-webservices/chat/config/1
7199528: Aug 06 09:31:21.235 IST %MADM-UCCX_WEBSERVICES-7-UNK:[http-bio-443-exec-14] ServiceLogger:
ChatResource: Received a chat config GET request for chat widget id : 1
SM接受发送到CCX拿来聊天构件设置GET请求的200 OK。
10.78.91.166: Aug 06 2018 09:31:21.297 +0530: %CCBU_________CCPAPI-6-REST_API_INFO:
Received success response within 100 milliseconds
10.78.91.166: Aug 06 2018 09:32:38.684 +0530: %CCBU__CCPPUBLICAPPS-6-PUBLICAPPS_SESSION_CREATED:
%[session.id=3F8B8C08D7E8144C7B1AD7AF144A4C1E][session_timeout=300]: ccppublicapps: new publicapps
session
Note:所有上述操作完成为了装载泡影聊天窗口,因此用户能当前填满他的详细资料开始与联络中心聊天。进一步流,一旦用户提交聊天详细资料是作为是在经典传统聊天流的相同的。
GET https://sm-fqdn/ccp/bubblechat?wid=1[HTTP/1.1 200 OK 289ms]
Response:
{"feedId":"100000","postChatRatingEnabled":true,"messages":{"agentJoinTimeoutMsg":"All our customer care representatives are busy. You may wait or try again later.","transcriptPopupPositiveMsg":"Yes","transcriptPopupMsg":"Chat has ended. Do you want to download the chat transcript?","transcriptPopupNegativeMsg":"No","connectivityErrorMsg":"Chat disconnected due to inactivity timeout or connection failure.","agentLeftMsg":" ${agent_alias} has left the chat","ratingButtonText":"Submit","offHourMessage":"Sorry, we are not available at the moment.","textForTypingMsg":"Type your message and press Enter","agentJoinedMsg":" ${agent_alias} has joined","closeChatPopupMsg":"Do you want to close the chat?","closeChatPopupNegativeMsg":"No","ratingLabel":"Rate your chat experience","chatErrorMsg":"Chat service is currently unavailable. Try later.","closeChatPopupPositiveMsg":"Yes","welcomeMessage":"Thank you for contacting us. A customer care representative would assist you soon."},"contextServiceFieldSets":"","chatForm":{"bubbleStyle":{"titleText":"CCBU Care Startup","titleTextColor":"#0AB7D7","buttonText":"Start Chat","buttonTextColor":"#FFFFFF","buttonBackgroundColor":"#0AB7D7","problemStmtCaption":"Choose a problem statement","afterResumeNewChatMsg":"New Message","agentMessageTextColor":"#FFFFFF","agentMessageBackgroundColor":"#0AC391","fontFace":"Helvetica"},"formFields":["Title","Name","Details","Email","PhoneNumber","AddressLine1","AddressLine2","Anything important to note","Teléfono","Cédula"],"problemStatements":{"caption":"Choose a problem statement","statements":[{"statement":"Insuarance","csqTag":"Chat_Csq1"},{"statement":"Debit","csqTag":"Chat_Csq1"},{"statement":"Credit","csqTag":"Chat_Csq1"},{"statement":"Account","csqTag":"Chat_Csq1"}]}},"proactiveChat":false,"name":"Bubble1162","id":1}
流入聊天请求由SM收到,并且社会联系被创建:
0000001136: 10.78.91.166: Aug 06 2018 09:32:38.692 +0530: %CCBU__CCPPUBLICAPPS-6-CHAT_ROOM_DETAILS: %[Nickname=Jayant Suneja][RoomJid=socialminer_chat.16@conference.127.0.0.1][RoomSubject=Chat with Jayant Suneja][social_contact_id=null]: Create chat room with the following details
社会联系是由SocialMiner引擎(运行时服务)创建的。
0000399687: 10.78.91.166: Aug 06 2018 09:32:38.764 +0530: %CCBU__________FEEDS-6-SOCIAL_CONTACT_CREATED: %[SOCIAL_CONTACT_ID=0D66B2241000016500235A740A4E5BA6][SOCIAL_CONTACT_LINK=https://sm-fqdn/ccp/socialcontact/0D66B2241000016500235A740A4E5BA6]: A new social contact was created
社会联系是被创建的更新被看到在ccppublicapps日志。
0000000337: 10.78.91.166: Aug 06 2018 09:32:38.767 +0530: %CCBU_________CCPAPI-6-CREATE_SOCIAL_CONTACT: SocialContact successfully created with requestId: y3xQxE
0000001142: 10.78.91.166: Aug 06 2018 09:32:38.768 +0530: %CCBU__CCPPUBLICAPPS-6-CHAT_CREATED: %[Contact=https://sm-fqdn/ccp-webapp/ccp/socialcontact/0D66B2241000016500235A740A4E5BA6][Room=socialminer_chat.16@conference.127.0.0.1][Session=3F8B8C08D7E8144C7B1AD7AF144A4C1E][social_contact_id=null]: Chat created
通知从SM被发送到CCX告知CCX的网站服务有新的流入聊天。
0008541000: 10.78.91.166: Aug 06 2018 09:32:38.940 +0530: %CCBU___NOTIFICATION-6-NOTIFICATION_SUCCEEDED: %[Notification=com.cisco.ccbu.ccp.notification.Notification@1beea47[enqueueTime=1533528158834,rule=com.cisco.ccbu.oamp.omgr.transfer.HttpNotificationRule@15a2eb1[httpUrl=https://uccx-fqdn/uccx-webservices/contact,httpUsername=<null>,httpPassword=<null>,sslVerifyCertificates=false,campaignId=100001,tags=[ccx_chat_req],id=100006,name=CCX Chat Notification for HA - Backup,description=Created by CCX application as part of CCX chat configuration.,changeStamp=1,lastUpdated=1527579740301,ouId=4],screenPopUrl=http://sm-fqdn/results.jsp?scID=0D66B2241000016500235A740A4E5BA6&campaignID=CCX_Chat_Campaign,body=<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<SocialContact>
<author>Jayant Suneja</author>
<description></description>
<extensionFields>
<extensionField>
<name>AddressLine1</name>
<value>1900</value>
</extensionField>
<extensionField>
<name>AddressLine2</name>
<value>9th street</value>
流入聊天联系由在MADM的CCX接受有UCCX_WEBSERVICES功能调试。
7199571: Aug 06 09:32:39.079 IST %MADM-UCCX_WEBSERVICES-7-UNK:[http-bio-443-exec-7] ServiceLogger: New incoming contact : <?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<contactXML>
<author>Jayant Suneja</author>
<id>0D66B2241000016500235A740A4E5BA6</id>
<integrationAuthTokenGUID>d64fe6ac-9687-4ecd-9f00-0e6ec02c6945</integrationAuthTokenGUID>
<notificationTag>ccx_chat_req</notificationTag>
<publishedDate>1533528158684</publishedDate>
<refURL>http://sm-fqdn/ccp-webapp/ccp/socialcontact/0D66B2241000016500235A740A4E5BA6</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>1533528158756</statusTimestamp>
<tags>
引擎当前通知新的联系通过JMS消息总线,即UCCX MADM (管理Webservice API)通知MIVR (引擎)排队此联系。
7199573: Aug 06 09:32:39.080 IST %MADM-UCCX_WEBSERVICES-7-UNK:[http-bio-443-exec-7] ServiceLogger: Sending JMS message to Contact Topic: ContactEvent [operation=ADD, contactXML=ContactXML [author=Jayant Suneja, id=0D66B2241000016500235A740A4E5BA6, replyType=chat, notificationTag=ccx_chat_req, refURL=http://sm-fqdn/ccp-webapp/ccp/socialcontact/0D66B2241000016500235A740A4E5BA6, replyTemplateURL=http://sm-fqdn/multisession/ui/templates/reply/cisco_agent_ms_chat.jsp, integrationAuthTokenGUID=d64fe6ac-9687-4ecd-9f00-0e6ec02c6945, userExtensionFields=[UserExtensionField [name=AddressLine1, value=1900], UserExtensionField [name=AddressLine2, value=9th street], UserExtensionField [name=Anything important to note, value=Bill Issue], UserExtensionField [name=Cédula, value=Bill Issue], UserExtensionField [name=Details, value=Test Bubble Chat], UserExtensionField [name=Email, value=xxxx@gmail.com], UserExtensionField [name=Name, value=Jayant Suneja], UserExtensionField [name=PhoneNumber, value=97xxxxxxxx], UserExtensionField [name=Teléfono, value=Bill Issue], UserExtensionField [name=Title, value=Mr.], UserExtensionField [name=ccxqueuetag, value=Chat_Csq1], UserExtensionField [name=h_chatOrigin, value=CISCO_BUBBLE], UserExtensionField [name=h_chatRoom, value=socialminer_chat.16@conference.127.0.0.1], UserExtensionField [name=h_widgetName, value=Bubble1162]], tags=[ccx_chat_req], sourceType=chat, status=unread, statusReason=unknown, publishedDate=1533528158684, title=CCX_Chat, campaignPublicId=null, statusTimestamp=1533528158756]]
聊天子系统(SS_CHAT)排队聊天联系和路由和队列子系统(SS_ROUTEANDQUEUE)分配聊天到代理程序。这在UCCX引擎日志(MIVR)被看到有SS_CHAT和SS_ROUTEANDQUEUE功能调试。
3722751: Aug 06 09:32:39.144 IST %MIVR-SS_CHAT-7-UNK:[pool-8-thread-15] ChatSubsystemLogger: com.cisco.wf.subsystems.chat.observer.ContactNotificationObserver : Contact Notification received - ContactNotification [requestId=, contactId=0D66B2241000016500235A740A4E5BA6, contactState=QUEUED, handlerQueue=-1, startTime=1533528159105, endTime=-1, queueWaitDuration=0, handlingDuration=-1, terminalStateContact=ChatContact(Contact[id=0D66B2241000016500235A740A4E5BA6,state=QUEUED,dispReason=UNKNOWN]), dispositionReason=UNKNOWN, mediaType=CHAT, sequenceNumber=0, statusTimeStamp=1533528158756]. Notification Type UPDATE
3722752: Aug 06 09:32:39.144 IST %MIVR-SS_ROUTEANDQUEUE-7-UNK:[pool-8-thread-15] RouteAndQueueSubsystemLogger: ALLOCATED Contact [0D66B2241000016500235A740A4E5BA6] to Agent [Jabber@ge.nt1]
发送代理程序接受聊天的通知,并且空间被创建在用户和代理程序之间。
所有此的流同不如此包括的传统聊天一样从此的日志流。
一旦XMPP隧道被创建,聊天会话建立了。用户的聊天构件和SocialMiner小配件的聊天(主机在精良)通过XMPP和您当前被连接能看到被发送和接收的存在事件。
0000001149: 10.78.91.166: Aug 06 2018 09:32:46.842 +0530: %CCBU__CCPPUBLICAPPS-6-PRESENCE_EVENT_RECEIVED: %[CustomerNickname=Jayant Suneja][Nickname=Jabber@ge.nt1][SocialContactID=0D66B2241000016500235A740A4E5BA6][Status=joined][Username=socialminer_chat.16@conference.127.0.0.1/Jabber@ge.nt1]: Received presence event
0000001152: 10.78.91.166: Aug 06 2018 09:32:51.168 +0530: %CCBU__CCPPUBLICAPPS-6-TYPING_STATUS_RECEIVED: %[From=socialminer_chat.16@conference.127.0.0.1/Jabber@ge.nt1][Nickname=Jabber@ge.nt1][SocialContactID=0D66B2241000016500235A740A4E5BA6][Text=composing]: Typing Status received
客户端日志表示,代理程序加入聊天室。同样在聊天构件显示。
Mon Aug 06 2018 09:32:48 GMT+0530 (India Standard Time):CISCO_BUBBLE_CHAT:Received chat room
status event of type chatroom_agent_joined
Note:用户当前结束聊天。这里,尽管有一个新功能过帐聊天对估计添加与泡影聊天,流是有点不同的与传统聊天比较。
用户留下聊天,并且当前代理程序是单独的在聊天室。这也表示,用户离开屋子。
0000001185: 10.78.91.166: Aug 06 2018 09:33:26.738 +0530: %CCBU__CCPPUBLICAPPS-6-LEAVE_CHAT_ROOM:
%[ChatRoomName=socialminer_chat.16@conference.127.0.0.1][Nickname=Jayant Suneja]
[User=ccp_chatclient][social_contact_id=0D66B2241000016500235A740A4E5BA6]: Leave chat room
Note:如果过帐聊天对估计允许SM接受一次对用户估计的此聊天提交过帐聊天对估计。
对估计使用200 OK的聊天成功的提交接收在用户浏览器。
Mon Aug 06 2018 09:33:34 GMT+0530 (India Standard Time):CISCO_BUBBLE_CHAT:Feedback submitted
successfully. Response code: 200
Mon Aug 06 2018 09:33:34 GMT+0530 (India Standard Time):CISCO_BUBBLE_CHAT:Successfully ended
the chat session. Response code: 200 ccp-chat-components.js:1:14634
Mon Aug 06 2018 09:33:34 GMT+0530 (India Standard Time):CISCO_BUBBLE_CHAT:Successfully cleaned up
对估计的反馈接收在SM。
10.78.91.166: Aug 06 2018 09:33:34.277 +0530: %CCBU__CCPPUBLICAPPS-6-CHAT_FEEDBACK_RECEIVED :
%[ChatFeedback=com.cisco.ccbu.ccp.publicapps.api.chat.ChatFeedback@d82623[rating=4]][Session=
3F8B8C08D7E8144C7B1AD7AF144A4C1E][social_contact_id=0D66B2241000016500235A740A4E5BA6]:
Received chat feedback
Note:当聊天反馈被接受在与对信息估计的SM信息在socialcontact首先被保存在SM datastore,在通知CCX前。万一SM datastore发生故障,提交聊天对估计失效与片断"CCPPUBLICAPPS-3-UPDATE_CHAT_SOCIALCONTACT_EXTENSION_FIELD_FAILED"
SM发送XMPP更新到告知它规定值的CCX接收从终端用户。
3723269: Aug 06 09:33:34.290 IST %MIVR-SS_CHAT-7-UNK:[Smack Packet Reader (1)] ChatSubsystemLogger: createXMPPSession: PacketExtensionProvider.parseExtension:<SocialContact><campaignPublicId>CCX_Chat_Campaign</campaignPublicId><extensionFields><extensionField><name>h_chatRoom</name><value>socialminer_chat.16@conference.127.0.0.1</value></extensionField><extensionField><name>h_chatOrigin</name><value>CISCO_BUBBLE</value></extensionField><extensionField><name>Cédula</name><value>Bill Issue</value></extensionField><extensionField><name>Details</name><value>Test Bubble Chat</value></extensionField><extensionField><name>PhoneNumber</name><value>97xxxxxxxx</value></extensionField><extensionField><name>h_agentName</name><value>Jabber@ge.nt1</value></extensionField><extensionField><name>h_rating</name><value>4</value>
被提交的聊天对估计给CCX数据库在textratingdetail表里被写并且被保存,是在UCCX 11.6(2)的一张新加的表。
此表的主要目的将为报告目的存储聊天规定值。
3723276: Aug 06 09:33:34.299 IST %MIVR-SS_ROUTEANDQUEUE-7-UNK:[Smack Listener Processor (1)]
RouteAndQueueSubsystemLogger: com.cisco.wf.subsystems.routeandqueue.aggregator.historical.
HistoricalManager : Writing Historical Record: TRDR: ContactID=0D66B2241000016500235A740A4E5BA6,
rating=4, ratingTime=java.util.GregorianCalendar[time=1533528214299,areFieldsSet=true,
areAllFieldsSet=true,lenient=true,zone=sun.util.calendar.ZoneInfo[id="GMT",offset=0,dstSavings=0,
useDaylight=false,transitions=0,lastRule=null],firstDayOfWeek=1,minimalDaysInFirstWeek=1,ERA=1,
YEAR=2018,MONTH=7,WEEK_OF_YEAR=32,WEEK_OF_MONTH=2,DAY_OF_MONTH=6,DAY_OF_YEAR=218,DAY_OF_WEEK=2,
DAY_OF_WEEK_IN_MONTH=1,AM_PM=0,HOUR=4,HOUR_OF_DAY=4,MINUTE=3,SECOND=34,MILLISECOND=299,
ZONE_OFFSET=0,DST_OFFSET=0]