Troubleshoot SocialMiner Agent Request (Call back) Feature With UCCE

Introduction

This document describes troubleshooting steps to identify how an agent request (Callback) is received, forwarded and processed by Social Miner when configured with Unified Contact Center Enterprise (UCCE) via traces.

Prerequisites

• Cisco SocialMiner
• UCCE

Requirements

Cisco recommends that you have knowledge of these topics:

•  Cisco UCCE 11.6(1)
•  Cisco SocialMiner 11.6.2

Components Used

 The information in this document is based on the Cisco UCCE 11.6(1) and SocialMiner 11.6.2

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, ensure that you understand the potential impact of any command.

Background Information

The document is divided into two sections.  First section shows what are the traces needed and how to collect this information from SocialMiner. Second focuses on how the call back request coming in from application is processed via SocialMiner and UCCE.

Problem 1

What traces are to be collected to determine how an agent request (Callback) is received,forwarded and processed by SocialMiner when integrated with UCCE.

Solution 1

• SocialMiner logs

ccpapi and runtime logs are needed to see the call events. These logs can be downloaded via

1. From SSH CLI :

file get activelog mmca/logs/ccpapi/* recurs compress

file get activelog mmca/logs/runtime/* recurs compress

2. Use Cisco Real Time Monitoring Tool (RTMT) to download SocialMiner logs for :

• SocialMiner REST API
• SocialMiner Runtime Service

• From UCCE use Diagnose portico to collect logs for :
  1. MR PG PIM process
  2. MR PG OPC Process
  3. Router (rtr) process
  4. Agent PG JGW process
  5. Agent PG PIM process

Problem 2

What are important events in the the collected log files that will help in identifying how an agent request (Callback) is received,forwarded and process when SocialMiner is integrated with UCCE.

Solution 2

Agent Request (Callback) trace analysis

In the below call example, customer at extension 2000 requested for call back via web application.

When Callback request to SocialMiner is submitted by the application – ccpapi logs shows the callback request coming in along with a unique socialContactId number which socialminer associates it with this contact.

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

Social contact is mapped to tag contactcenter in feed configuration.

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=<null>,socialContactStatusDate=Sun Apr 12 02:16:53 CDT 2020,socialContactStatusReason=,socialContactStatusUserId=,socialContactTags=[],sourceType=,hasMoreContacts=false,numContactsResend=0,numQueuedContact=0]]: A DSNotificationEvent received

Screen shot of feed configuration in SocialMiner.

• From SocialMiner Runtime logs :

A new social contact is created when receive call back request.

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

Social contact is added to campaign SocialMinerCbCampaign and status updated

0000000099: y.y.y.y: Apr 12 2020 02:16:53.442 -0500: %CCBU_______CAMPAIGN-6-NO_FILTERS_CONFIGURED: %[CAMPAIGN_ID=100001][SOCIAL_CONTACT_ID=6D3F8C3510000171000001380AC9E39B]: No filters configured for the campaign.  The social contact will be added to the campaign

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

Campaign is mapped to notification SocialMinerCBNotification.As per notification configuration UCCE dialed number 6666 for agent reservation script is been picked up

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=<null>,changeStamp=0,lastUpdated=1585716181509,ouId=4],screenPopUrl=http://socialminer.com/results.jsp?scID=6D3F8C3510000171000001380AC9E39B&campaignID=SocialMinerCbCampaign,body=<null>,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

This feed id (feedId:100000 ) is for campaign and can be verified from URL : https://<socialminer-ip>/ccp-webapp/ccp/feed

New task request is sent to UCCE via MR PG

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

Social contact status changed to queued after sending NEW_TASK request.

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 logs shows contact status as queued

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

• From UCCE MR PIM logs

Application sends “NEW_TASK” request to router via MR PG

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

Message = NEW_TASK; Length = 89 bytes

   DialogueID = (12) Hex 0000000c

   SendSeqNo = (1) Hex 00000001

   MRDomainID = (1) Hex 00000001

   PreviousTask = -1:-1:-1

   PreferredAgent = Undefined

   Service = (0) Hex 00000000

   CiscoReserved = (0) Hex 00000000

   ScriptSelector: 6666                        <-- Agent reservation script DN

   ApplicationString1: 2000                 <-- Customer callback Number

   ApplicationString2: 6D3F8C3510000171000001380AC9E39B

   ServiceRequested = (1) Hex 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=

• Router logs

Router selects agent label 2002 and forwards the information to the CUCM PG and it notifies MR PG of the selection.

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 forwards “DO_THIS_WITH_TASK” message to application.

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:

Message = DO_THIS_WITH_TASK; Length = 70 bytes

   DialogueID = (12) Hex 0000000c

   SendSeqNo = (1) Hex 00000001

   IcmTaskID = 153138:304: 1

   SkillGroup = (5013) Hex 00001395

   Service = Undefined

   Agent = (5001) Hex 00001389

   AgentInfo:

   Label: 2002                      <-- Agent Extension

   ApplicationString2:

   MRDID = (1) Hex 00000001

   Interruptible = (0) Hex 00000000

   Call Variable 1:

   Call Variable 2:

   Call Variable 3:

   Call Variable 4:

   Call Variable 5:

   Call Variable 6:

   Call Variable 7:

   Call Variable 8:

   Call Variable 9:

   Call Variable 10:

• SocialMiner Runtime logs

Received “DO_THIS_WITH_TASK” response from UCCE via MR PIM

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

Router sends agent extension 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}

Queue status is moved to handled after receiving “DO_THIS_WITH_TASK” message

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 logs

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