目錄

簡介

必要條件

需求

採用元件

背景資訊

問題1

解決方案1

問題2

解決方案2

簡介

本文檔介紹故障排除步驟，以確定在使用Unified Contact Center Enterprise(UCCE)進行跟蹤配置時，Social Miner如何接收、轉發和處理代理請求（回撥）。

必要條件

- Cisco SocialMiner

- UCCE

需求

思科建議您瞭解以下主題：

- Cisco UCCE 11.6(1)

- Cisco SocialMiner 11.6.2

採用元件

本檔案中的資訊是根據Cisco UCCE 11.6(1)和SocialMiner 11.6.2

本文中的資訊是根據特定實驗室環境內的裝置所建立。文中使用到的所有裝置皆從已清除（預設）的組態來啟動。如果您的網路運作中，請確保您瞭解任何指令可能造成的影響。

背景資訊

本檔案分為兩節。  第一部分顯示了需要的跟蹤以及如何從SocialMiner收集此資訊。其次重點介紹如何通過SocialMiner和UCCE處理來自應用程式的回叫請求。

問題1

與UCCE整合時，要收集哪些跟蹤來確定代理請求（回撥）的接收、轉發和處理方式。

解決方案1

- SocialMiner日誌

需要ccpapi和運行時日誌才能檢視呼叫事件。這些日誌可以通過

1.在SSH CLI上：

檔案get activelog mca/logs/ccpapi/*重複壓縮

檔案get activelog mca/logs/runtime/*重複壓縮

2.使用Cisco Real Time Monitoring Tool(RTMT)下載SocialMiner日誌：

- SocialMiner REST API

- SocialMiner運行時服務

- 從UCCE使用Diagnose portico為收集日誌：

1. MR PG PIM流程

2. MR PG OPC流程

3. 路由器(rtr)進程

4. 代理PG JGW流程

5. 代理程式PG PIM流程

問題2

收集到的日誌檔案中哪些重要事件有助於確定SocialMiner與UCCE整合時如何接收、轉發和處理代理請求（回叫）。

解決方案2

代理請求（回撥）跟蹤分析

在下面的呼叫示例中，分機2000的客戶請求通過Web應用程式進行回叫。

當應用程式向SocialMiner提交回叫請求時 — ccpapi日誌顯示回叫請求隨唯一的socialContactId號碼一起進入，socialminer將回叫請求與此聯絡人關聯。

0000000590: y.y.y.y Apr 12 2020 02:16:53.471 -0500: %CCBU_______EVENTING-6-DS_NOTIFICATION_EVENT: %[DSNotificationEvent=com.cisco.ccbu.ccp.interfaces.nfy.NotificationEvent@1d912a5[author=Binu,title=Help,campaignIds=[100001],eventType=SC_STATUS_CHANGE,notificationRuleId=0,notificationRuleName=,mediaRoutingDomainId=0,newTags=[contactcenter, tag1, tag2, tag3],oldTags=[contactcenter, tag1, tag2, tag3],screenPopUrl=,socialContactExtensionFields={mediaAddress=2000, location=Boston},socialContactId=6D3F8C3510000171000001380AC9E39B,socialContactChatIsInvited=false,socialContactChatInviteStatus=none,socialContactIntegrationAuthTokenGuid=,socialContactIsSoftLocked=false,socialContactPublishedDate=Sun Apr 12 02:16:53 CDT 2020,socialContactScriptSelector=,socialContactShortUrlIds=[],socialContactStatus=unread,socialContactStatusDate=Sun Apr 12 02:16:53 CDT 2020,socialContactStatusReason=unknown,socialContactStatusUserId=,socialContactTags=[],sourceType=callback,hasMoreContacts=false,numContactsResend=0,numQueuedContact=0]]: A DSNotificationEvent received

社會聯絡人對映到源配置中的標籤contactcenter。

0000000592: y.y.y.y : Apr 12 2020 02:16:53.481 -0500: %CCBU_______EVENTING-6-DS_NOTIFICATION_EVENT: %[DSNotificationEvent=com.cisco.ccbu.ccp.interfaces.nfy.NotificationEvent@16e0cc2[author=,title=,campaignIds=[100001],eventType=SC_TAGGING,notificationRuleId=0,notificationRuleName=,mediaRoutingDomainId=0,newTags=[contactcenter, tag1, tag2, tag3],oldTags=[],screenPopUrl=http://socialminer.com/results.jsp?scID=6D3F8C3510000171000001380AC9E39B,socialContactExtensionFields={},socialContactId=6D3F8C3510000171000001380AC9E39B,socialContactChatIsInvited=false,socialContactChatInviteStatus=,socialContactIntegrationAuthTokenGuid=,socialContactIsSoftLocked=false,socialContactPublishedDate=Sun Apr 12 02:16:53 CDT 2020,socialContactScriptSelector=,socialContactShortUrlIds=[],socialContactStatus= , socialContactStatusDate=Sun Apr 12 02:16:53 CDT 2020,socialContactStatusReason=,socialContactStatusUserId=,socialContactTags=[],sourceType=,hasMoreContacts=false,numContactsResend=0,numQueuedContact=0]]: A DSNotificationEvent received

SocialMiner中饋送配置的螢幕快照。

- 在SocialMiner Runtime日誌中：

當接收回叫請求時，會建立新的社交聯絡人。

0000001125: y.y.y.y: Apr 12 2020 02:16:53.440 -0500: %CCBU__________FEEDS-6-SOCIAL_CONTACT_CREATED: %[SOCIAL_CONTACT_ID=6D3F8C3510000171000001380AC9E39B][SOCIAL_CONTACT_LINK=https://y.y.y.y/ccp/socialcontact/6D3F8C3510000171000001380AC9E39B]: A new social contact was created

社會聯絡已新增到活動SocialMinerCbCampaign，並更新狀態

0000000099:y.y.y.y:2020年4月12日02:16:53.442 -0500:%CCBU_______CAMPAIGN-6-NO_FILTERS_CONFIGURED:%[CAMPAIGN_ID=100001][SOCIAL_CONTACT_ID=6D3F8C3510000171000001380AC9E39B]:沒有為市場活動配置篩選器。  社交聯絡人將新增到市場活動

0000000100: a.a.a.a: Apr 12 2020 02:16:53.445 -0500: %CCBU_______CAMPAIGN-6-UPDATING_SOCIAL_CONTACT_CAMPAIGN_STATUS: %[CAMPAIGN_ID=100001][CAMPAIGN_NAME=SocialMinerCbCampaign][CAMPAIGN_STATUS=IN][SOCIAL_CONTACT_ID=6D3F8C3510000171000001380AC9E39B][SOCIAL_CONTACT_LINK=https://y.y.y.y/ccp/socialcontact/6D3F8C3510000171000001380AC9E39B]: Updating the social contact's status in the campaign

活動已對映到通知SocialMinerCBNotization。根據通知配置，已為代理預留指令碼提取了UCCE撥打號碼666

0000000129: y.y.y.y: Apr 12 2020 02:16:53.481 -0500: %CCBU___NOTIFICATION-6-NOTIFICATION_SUCCEEDED: %[Notification=com.cisco.ccbu.ccp.notification.Notification@e93256[enqueueTime=1586675813479,rule=com.cisco.ccbu.oamp.omgr.transfer.CCENotificationRule@4e1006[scriptSelector=6666,mediaRoutingDomains=[com.cisco.ccbu.oamp.omgr.transfer.MediaRoutingDomain@ca5fa8],campaignId=100001,tags=[contactcenter],id=100002,name=SocialMinerCBNotification,description= ,changeStamp=0,lastUpdated=1585716181509,ouId=4],screenPopUrl= http://socialminer.com/results.jsp?scID= 6D3F8C3510000171000001380AC9E39B& campaignID=SocialMinerCbCampaign,body= ,socialContact=SocialContactBean { id:6D3F8C3510000171000001380AC9E39B type:SocialContact sourceType:callback title:Help link: https://y.y.y.y/ccp/socialcontact/6D3F8C3510000171000001380AC9E39B sourceLink: author:Binu authorId: publishedDate:Sun Apr 12 02:16:53 CDT 2020 publishedDateLong:1586675813419 createdDate:Sun Apr 12 02:16:53 CDT 2020 socialContactStatus:unread socialContactStatusDate:Sun Apr 12 02:16:53 CDT 2020 socialContactStatusReason:unknown socialContactReportingStatusDate:Sun Apr 12 02:16:53 CDT 2020 socialContactStatusUserId: replyToId: replyToAuthor: replyToAuthorId: categories:[] tags:[contactcenter, tag1, tag2, tag3] feeds:{100000= Feed { feedId:100000 socialContactId:6D3F8C3510000171000001380AC9E39B type:CALLBACK_FEED}} filters:{} campaigns:{100001= Campaign { campaignId:100001 socialContactId:6D3F8C3510000171000001380AC9E39B status:IN dateAdded:Sun Apr 12 02:16:53 CDT 2020}} integrationAuthToken: integrationAuthToken.tokenGUID:XXXXXXXXX integrationAuthToken.expirationDate:Sun Apr 12 08:16:53 CDT 2020 extensionFields:{location=Boston, mediaAddress=2000} draftResponsePendingReview: draftAction:draft_action_reply chatTranscript:null isInvited:false socialContactInviteStatus:none isSoftLocked:false}]]: A notification was sent out successfully

此源ID(feedId:10000)用於市場活動，可通過URL進行驗證：https://<socialminer-ip>/ccp-webapp/ccp/feed

新任務請求通過MR PG傳送到UCCE

0000385624: y.y.y.y: Apr 12 2020 02:16:53.482 -0500: %CCBU___________MRSS-6-MR_CONNECTION_MSG_JMS_NOTIFICATION_PROCESSOR:  Submitted NewTask Request for SC :6D3F8C3510000171000001380AC9E39B

傳送NEW_TASK請求後，社交聯絡狀態更改為queued。

0000385625: y.y.y.y: Apr 12 2020 02:16:53.484 -0500: %CCBU___________MRSS-6-MR_DATASTORE_SERVICE: %[SOCIAL_CONTACT_ID=6D3F8C3510000171000001380AC9E39B][SOCIAL_CONTACT_STATUS=queued][SOCIAL_CONTACT_STATUS_REASON=EXTERNALLY_HANDLED]: Updating Social Contact state

SocialMiner CCPAPI日誌顯示隊列中的聯絡人狀態

0000000594: y.y.y.y: Apr 12 2020 02:16:53.497 -0500: %CCBU_______EVENTING-6-DS_NOTIFICATION_EVENT: %[DSNotificationEvent=com.cisco.ccbu.ccp.interfaces.nfy.NotificationEvent@128143d[author=Binu,title=Help,campaignIds=[100001],eventType=SC_STATUS_CHANGE,notificationRuleId=0,notificationRuleName=,mediaRoutingDomainId=0,newTags=[contactcenter, tag1, tag2, tag3],oldTags=[contactcenter, tag1, tag2, tag3],screenPopUrl=,socialContactExtensionFields={mediaAddress=2000, location=Boston},socialContactId=6D3F8C3510000171000001380AC9E39B,socialContactChatIsInvited=false,socialContactChatInviteStatus=none,socialContactIntegrationAuthTokenGuid=,socialContactIsSoftLocked=false,socialContactPublishedDate=Sun Apr 12 02:16:53 CDT 2020,socialContactScriptSelector=,socialContactShortUrlIds=[],socialContactStatus=queued,socialContactStatusDate=Sun Apr 12 02:16:53 CDT 2020,socialContactStatusReason=externally_handled,socialContactStatusUserId=system,socialContactTags=[],sourceType=callback,hasMoreContacts=false,numContactsResend=0,numQueuedContact=0]]: A DSNotificationEvent received

- 從UCCE MR PIM日志

應用程序通過MR PG向路由器傳送「NEW_TASK」請求

02:16:37:130 PG3A-pim3跟蹤：Application->PG:

消息= NEW_TASK;長度= 89位元組

DialogueID =(12)十六進位制0000000c

SendSeqNo =(1)十六進位制00000001

MRDomainID =(1)十六進位制00000001

上一個任務= -1:-1:-1

PreferredAgent =未定義

服務=(0)十六進位制00000000

思科保留=(0)十六進位制00000000

指令碼選擇器：6666 < — 代理保留指令碼DN

ApplicationString1:2000 < — 客戶回撥號碼

ApplicationString2:6D3F8C3510000171000001380AC9E39B

ServiceRequested =(1)十六進位制00000001

02:16:37:130 PG3A-pim3 Trace: Send INRCMSGNewCall to Router : NEW_CALL RCID=5005 PID=5002 DID=12 DIDRelSeq#=1 GrpDelKey=5006 CRS(RtrDate=-1,RtrCID=-1) RCKSeq#=-1 NICCallID={N/A} PGCallID={N/A} OperationCode=CLASSIC OperationFlags=COOP_NONE CalledParty#=6666 CallingParty#=2000 CED=6D3F8C3510000171000001380AC9E39B MsgOrigin=1 RouteDevType=6 Originator=10.2.2.1 NICCalledParty#= NetDelay=0 Priority=0 OrigType=0 atVRU=T CLIDRestrict=F PrefAGSTID=-1 MRDomainID=1 LegacyPreCallMsgEnabled=F CID=0, ServiceReq=1 PV1= PV2= PV3= PV4= PV5= PV6= PV7= PV8= PV9= PV10=

- 路由器日誌

路由器選擇代理標籤2002，並將資訊轉發到CUCM PG，並通知MR PG已選擇。

02:16:37:144 rb-rtr Trace: (12 x 0 : 0 0) NewCall: CID=(153138,304), DN=6666, ANI=2000, CED=6D3F8C3510000171000001380AC9E39B, RCID=5005, MRDID=1, CallAtVRU=1, OpCode=0 02:16:37:144 rb-rtr Trace: (12 x 0 : 0 0) DeviceTargetPreCall_V12: CID=(153138,304), PerID=5000, SGSTID=5013, AGSTID=5001 NetworkCallFlags=0, InvokeID=629, GREET= 02:16:37:144 rb-rtr Trace: (12 x 0 : 0 0) Connect: CID=(153138,304), EventSelect=0, ServiceType=0, RCID=5005, Label(s)=2002

MR PIM將「DO_THIS_WITH_TASK」消息轉發到應用程式。

02:16:37:146 PG3A-pim3 Trace: MR_Peripheral::On_PendingConnect: CONNECT RCID=5005 PID=5002 DID=12 DIDRelSeq#=0 CRS(RtrDate=153138,RtrCID=304) RCKSeq#=0 ErrorCode=0 TRTargetID=-1 CorrID= EventSel=0 SvcType=0 NICCallID={N/A} PGCallID={N/A} OperationCode=CLASSIC OperationFlags=COOP_NONE NetworkTransferEnabled=F Label(Type=0)=2002 NICCalledParty#=6666 SGSTID=5013 SvcSTID=-1 AGSTID=5001 AGInfo=, MRDID=1 Interruptible=0 PV1= PV2= PV3= PV4= PV5= PV6= PV7= PV8= PV9= PV10= 02:16:37:146 PG3A-pim3 Trace: PG->Application:

消息= DO_THIS_WITH_TASK;長度= 70位元組

DialogueID =(12)十六進位制0000000c

SendSeqNo =(1)十六進位制00000001

IcmTaskID = 153138:304:1

技能組=(5013)十六進位制00001395

服務=未定義

代理=(5001)十六進位制00001389

代理資訊：

標籤：2002 < — 代理擴展

ApplicationString2:

MRDID =(1)十六進位制00000001

可中斷=(0)十六進位制00000000

呼叫變數1:

呼叫變數2:

呼叫變數3:

呼叫變數4:

呼叫變數5:

呼叫變數6:

呼叫變數7:

呼叫變數8:

呼叫變數9:

呼叫變數10:

- SocialMiner運行時日志

通過MR PIM從UCCE收到「DO_THIS_WITH_TASK」響應

0000385626: y.y.y.y: Apr 12 2020 02:16:53.491 -0500: %CCBU___________MRSS-6-MR_CONNECTION_LIB-MRConn_1585918215591:  Received message with message Id: 1101, name: DO_THIS_WITH_TASK, length: 70

路由器傳送代理擴展2002

0000385627: y.y.y.y: Apr 12 2020 02:16:53.496 -0500: %CCBU___________MRSS-6-MR_CONNECTION_MSGPROCESSOR:  Got DoThisWithTask message : {Service=-1, SendSeqNo=1, TaskGroupLowNumber=304, TaskGroupHighNumber=153138, TaskSeqNo=1, LABEL=2002, DialogId=12, MRDId=1, AgentId=5001, MRDIsInterruptible=false, SkillGroupId=5013}

收到「DO_THIS_WITH_TASK」訊息後，佇列狀態會移至handled

0000385632: y.y.y.y: Apr 12 2020 02:16:53.508 -0500: %CCBU___________MRSS-6-MR_DATASTORE_SERVICE: %[SOCIAL_CONTACT_ID=6D3F8C3510000171000001380AC9E39B][SOCIAL_CONTACT_STATUS=handled][SOCIAL_CONTACT_STATUS_REASON=EXTERNALLY_HANDLED]: Updating Social Contact state 0000002442: 10.201.227.155: Apr 12 2020 02:16:53.511 -0500: %CCBU_____CCP-DS-API-6-CCP_DS_API_MESSAGE: Set SocialContactStatus called with: socialContactId=6D3F8C3510000171000001380AC9E39B ;status= handled ; sessionUserId=5001

- SocialMiner CCPAPI日志

0000000598: y.y.y.y: Apr 12 2020 02:16:53.527 -0500: %CCBU_______EVENTING-6-DS_NOTIFICATION_EVENT: %[DSNotificationEvent=com.cisco.ccbu.ccp.interfaces.nfy.NotificationEvent@1531966[author=Binu,title=Help,campaignIds=[100001],eventType=SC_STATUS_CHANGE,notificationRuleId=0,notificationRuleName=,mediaRoutingDomainId=0,newTags=[contactcenter, tag1, tag2, tag3],oldTags=[contactcenter, tag1, tag2, tag3],screenPopUrl=,socialContactExtensionFields={mediaAddress=2000, mrdID=1, mrdIsInterruptible=false, location=Boston, taskID=153138_304_1},socialContactId=6D3F8C3510000171000001380AC9E39B,socialContactChatIsInvited=false,socialContactChatInviteStatus=none,socialContactIntegrationAuthTokenGuid=,socialContactIsSoftLocked=false,socialContactPublishedDate=Sun Apr 12 02:16:53 CDT 2020,socialContactScriptSelector=,socialContactShortUrlIds=[],socialContactStatus=handled,socialContactStatusDate=Sun Apr 12 02:16:53 CDT 2020,socialContactStatusReason=externally_handled,socialContactStatusUserId=5001,socialContactTags=[],sourceType=callback,hasMoreContacts=false,numContactsResend=0,numQueuedContact=0]]: A DSNotificationEvent received