The top section of the System Administration panel has three types of system status and statistical information:

• Software versions:

  • Application Software Version (the version of the Cisco Unified OS that SocialMiner is running on).

  • Operating System Active Software Version (The current, active SocialMiner version).

  • Operating System Inactive Software Version (the previous, inactive SocialMiner version - if any).

• Server status for:

  • Data store

  • Indexer

  • Runtime

  • Eventing and Chat.

  • the Hardware profile (a tool tip shows when you hover over the hardware icon to indicate if the system is a small or large deployment).

  • the Mail Notifications Server (if configured).

  • the external XMPP Notifications Server (used for Instant Messaging notifications, if configured).

  • the Connection to CCE Notifications (used for sending notifications to CCE, if configured).

• Three graphical meters show:

  • the incoming rate of all social contacts (per hour) for this server.

  • the number of concurrent signed-in user sessions with SocialMiner, including administrators and other users via web interfaces and other connected applications.

  • the percentage of the disk being used. (See Provisioning Considerations for SocialMiner Chat for more information on calculating a suitable amount of disk allocation.)

  Hover the cursor over these graphs to see information about current statistics and system limits.

The meters help you determine if a server is nearing any limits. If a meter is completely red

• consider asking users to sign out.
• modify your feeds to reduce the number of incoming contacts.
• increase your disk allocation.

SocialMiner uses Active Directory (AD) to manage and administer user access to the system. All users, with the exception of the administration and reporting users, must be configured on a Microsoft Active Directory server to access SocialMiner.

The AD connection permits users configured in AD to access SocialMiner. You can configure the connection to allow access for all users in AD or for only a specific group of users. Multiple, independent groups that require isolated security and permissions should each deploy their own SocialMiner system.

Note

If Twitter account feeds are configured on the system, all users are able to see direct messages to the configured Twitter accounts and all users can post from these accounts. SocialMiner tracks which users make which posts. Companies that want to restrict who can make posts need to configure SocialMiner to authenticate with a specific role. If SocialMiner is authenticated with a specific AD role, then only those AD users with that role can use SocialMiner.

To configure AD, open the Active Directory drawer on the System Administration panel and click Edit. Enter or modify these fields and then click Save when finished.

• Enabled: Checkbox. When checked, the AD connection is active. If not checked, then only the administrator can sign into SocialMiner.
• Host: Required if Enabled is checked. Provide the host name or IP address of the AD server.
• Port: Required if Enabled is checked. Provide the port for AD. The default AD port is 3269. If you are not using SSL, you must change the port to 3268.
• Use SSL: Checkbox. Checked by default. Uncheck if not using SSL. When checked, you must exchange security certificates with the AD server before SSL can work (see below).
• Manager Distinguished Name: Required if Enabled is checked. Enter the Manager Distinguished Name used to sign in to the AD server. For example, on a default installation of Microsoft AD, the name is :CN=Administrator, CN=users, DC=MYSERVER, DC=COM. Replace MYSERVER and COM with your hostname.
• Manager Password: Required if Enabled is checked. The password for the AD Manager account.
• Role Name: Optional. The AD role or AD group of users who are allowed to access SocialMiner. If this setting is blank or set to "*", then all users in AD are allowed access to SocialMiner.

Exchanging security certificates with AD

To enable SSL for the AD connection, you must first exchange security certificates between the two servers. Enabling SSL is optional, but if you do not enable SSL, then username and password information is not transmitted securely between SocialMiner and the Microsoft AD server.

To exchange security certificates, on the AD server:

1. Verify that the AD server has the Certificate Services service installed.
2. Select All Programs > Administrative Tools > Certificate Authority.
3. Expand the domain node and select Issued Certificates.
4. Double click the certificate to open it.
5. Open the Details tab and click Copy to file.
6. An Export wizard opens. In the wizard select DER encoded binary.
7. Use the wizard to select a location to save the file.
8. Click Finish.

On the SocialMiner Server:

1. Open the Platform Administration drawer on the System Administration panel and select the link to the Unified OS Administration page.
2. Select Security > Certificate Management.
3. Click Upload Certificate.
4. For the Certificate Name, select tomcat-trust.
5. In the Upload File field, select the file to upload by clicking Browse... Select the certificate file you saved from the Active Directory server.
6. Click Upload File.
7. Restart the Cisco Tomcat service. Using the CLI, run the command utils service restart Cisco Tomcat.

Adding users

The Administration user (configured at install) and Reporting user accounts are the only accounts explicitly configured on SocialMiner. The customer care representatives are configured in Microsoft AD.

When these users sign into SocialMiner, successfully authenticate against AD, and begin to take actions on the system; their actions are associated with their AD user ID.

The mail notifications server settings allow you to configure SMTP information for a mail notifications server. You must configure a mail notifications server if you intend to use the email notification feature.

Note	The mail notifications server sends an email notification to alert users when a contact comes in to SocialMiner that matches certain criteria. The mail notifications server is separate from the Exchange server used for multi-session email.

To configure the mail notifications server, open the Mail Notifications Server drawer on the System Administration panel and click Edit. Enter or modify these fields and then click Save when finished.

• Enabled: Check to enable the mail notifications server connection.
• Mail Notifications Server Host: Required if Enabled is checked. The IP address or host name of the mail notifications server. For Gmail, set this to smtp.gmail.com.
• Mail Notifications Server Port: Required if Enabled is checked. The port for the mail notifications server. Port 465 is the default for SSL/TLS connections (such as the Gmail SMTP server smtp.gmail.com). For non-SSL/TLS connections, the default port is 25. If you change the port for your mail notifications server from the default, use the new port number for this field.
• From Email Address: Required if Enabled is checked. The email address from which emails are sent.
• Use Authentication: Check if the user has SMTP authentication to connect to the mail notifications server. When Use Authentication is checked, these two fields become editable.
  • User Name: Required if Use Authentication is checked. The user name for signing in.
  • Password: Required if Use Authentication is checked. The password for the user name.
• Use SSL|TLS : Defaults to checked. Uncheck this if your mail notifications server does not support a secure connection. This must be checked if you are using the Gmail SMTP server (smtp.gmail.com).

Note	Consult your Network Administrator for the proxy name and port. The same proxy is used across all feeds. If your server is behind a firewall, the SocialMiner Administrator may need to enable the feeds to use a proxy.

To configure the proxy, open the Proxy Settings drawer on the System Administration panel and click Edit. Enter or modify these fields and then click Save when finished.

Note

Proxy changes may take up to 30 seconds to take effect. The exclusion list is limited to 255 total characters. (There is an additional character per item in the list that acts as a separator.) SocialMiner should only need to access a proxy server if it sits behind a corporate network firewall and has to use an http or https proxy server for accessing an outside network. You should not need to give SocialMiner a private NAT address, and doing so is not currently supported.

A public prefix can be added to the shortened URL of a chat invitation so that when a chat invitation is sent in a Tweet or a Facebook comment, the link refers to a URL that is accessible from the public network.  In order for this to be succesful, use a reverse proxy or the SocialMiner server needs to be hosted in a DMZ. Use this tool to configure that customer-accessible URL.

Click the Edit button to enter a valid URL starting with http:// and click Save.

The defined prefix appears in the chat invitation link sent to the customer.

Note	Public URL Prefix for Chat Invitation does not apply to SocialMiner integration with CCX for multisession web chat feature.

Use this drawer to configure the media routing peripheral gateway (MR PG) server and a port.

To configure the MR PG server, open the CCE Configuration for Multichannel Routing drawer and click Edit. Enter or modify these fields and then click Save when finished.

XMPP notifications server settings allow you to configure an XMPP notifications server so SocialMiner can use instant messaging (IM) notifications. You must configure an XMPP notifications server if you intend to use the IM notification feature.

To configure the XMPP notifications server, open the XMPP Notifications Server drawer and click Edit. Enter or modify these fields and then click Save when finished.

Database purges are required to remove old data from the data store so that the disk does not fill up. Data store purges occur on a continuous basis (every hour) based on the age of the contacts and disk usage.

The purge runs automatically 5 minutes after the runtime is started and then runs every 60 minutes. Each time the purge runs, the first 30,000 contacts that are older than the number of days specified in the 'Purge Social Contacts older than (days)' setting are deleted. If no contacts meet the criteria, no contacts are purged. If more than 30,000 contacts meet the criteria, only the first 30,000 are deleted. The next 30,000 are deleted at the next purge 60 minutes later.

Important! Purge settings take effect as soon as you click Save; therefore, if the 'Emergency purge when disk usage exceeds (%)' criterion is met, the purge starts immediately.

To configure purge settings, open the Purge Settings drawer and click Edit. Enter or modify these fields and then click Save when finished.

• Data store purge settings:

  • Purge Social Contacts older than (days): Social contacts older than this number of days are purged. Values must be integers (no decimals) between 1 and 550.
  • Emergency purge when disk usage exceeds (%): Begin an emergency purge if disk usage exceeds this value. Valid values are 40–90. When an emergency purge executes, social contacts older than the number of days specified above are removed. If disk usage is still above the setting for this field, the purge continues removing social contacts (one day at a time) until the disk usage is below the threshold for emergency purge.

• Reporting purge settings:

  • Purge start time (HH:mm 24 hour format): The time, in 24 hour format (00:00 to 23:59), that the purge starts based on the local server time. By default this is set to 01:00 (1am) local server time.
  • Purge Social Contacts older than (days): Reporting records for social contacts older than this number of days are purged when the purge starts. Values must be integers (no decimals) between 1 and 550.

The reporting configuration allows you to set or change the Informix password for the reporting user. You cannot change the reporting user name; it is always "reportinguser". This username does not display until you edit and enter a password.

The reporting user is used by Cisco Unified Intelligence Center (CUIC) and third-party applications to access the reporting database. Details on the tables in the reporting database are available in the SocialMiner Developer Guide.

To set or change the password for the reporting user, open the Reporting Configuration drawer and enter a new password in the password field, and then click Save. Password is the only field you can edit.

You will also see reporting server and database information in this drawer. This information is required for third-party connection to the database. The details include:

• Reporting Host: the hostname to use when connecting to the reporting database.
• Reporting Port: the port for the reporting database server.
• Reporting Server: the Informix server name for the reporting database. When configuring CUIC, this is the "Instance".
• Reporting Database: the Informix database name for reporting.
• Database Type: the type of database (Informix).

When configuring CUIC, you must select UTF-8 as the character set.

For more information about using RTMT, see the Cisco Unified Real-Time Monitoring Tool Administration Guide available here:

http:/​/​www.cisco.com/​en/​US/​partner/​products/​sw/​voicesw/​ps556/​prod_​maintenance_​guides_​list.html

The Platform Administration drawer provides links to the following interfaces of Cisco Unified OS:

• Cisco Unified Operating System Administration—Use tools on this interface to upgrade software and to import certificates.
• Cisco Unified Serviceability—Only shows OS logs, SocialMiner logs are accessed from the System Logs drawer.

  Note	Though configuration for SNMP alerts is available, SocialMiner does not support SNMP alerts.

• Disaster Recovery System—Use tools on this interface to perform back up and restore actions.

SocialMiner uses the same platform administration tools as Unified Communications Manager. Online help is available with the tools.

The System Logs drawer provides a link to perform a system health snapshot.

Important! Do not select the System Health Snapshot link unless directed to by Cisco TAC. Accessing this link forces the system to stream all system parameters into a large XML file for download. System performance is impacted while the snapshot is occurring.

Each time you sign-in, the browser validates the certificate presented by the server. If the certificate is not signed by a trusted root Certificate Authority (CA), the browser will typically not allow the connection until the user explicitly allows it. In order to avoid this, you must obtain a root certificate signed by a CA and install it onto SocialMiner.

Use the Certificate Management utility from Unified OS Administration to do this.

Open Unified OS Administration from the Administration tab > Platform Administration.

To Obtain the Certificates

1. Select Security > Certificate Management > Generate CSR.
2. After the successful generation, click Download CSR.
3. Use the CSR to obtain the signed application certificate and the CA root certificate from the CA.

To Upload the Certificates

1. When you receive the certificates, open Unified OS Administration from the Administration tab > Platform Administration.
2. Select Security > Certificate Management > Upload Certificate.
3. Select the certificate name from the Certificate Name list.
4. Upload the root certificate.
   1. In the Upload dialog box, select tomcat trust from the drop-down.
   2. Browse to the file and click Open.
   3. Click Upload File.
5. Upload the application certificate.
   1. In the Upload dialog box, select tomcat from the drop-down.
   2. Enter the name of the CA root in the Root Certificate text box.
   3. Browse to the file and click Open.
   4. Click Upload File.

For more information about CA-signed certificates, see the Security topics in the Unified OS Administration online help.

After You Upload the Certificates

1. Sign out of SocialMiner.
2. Restart the XMPP Service. (SSH to SocialMiner and enter the command admin:utils service restart SocialMiner XMPP Server) in the command line interface.
3. Restart Tomcat. (SSH to SocialMiner and enter the command admin:utils service restart Cisco Tomcat) in the command line interface.
4. Sign in to SocialMiner.

The following tables describe the VOS Command Line Interface (CLI) commands and the Cisco Unified OS Administration and Disaster Recovery System user interface options that SocialMiner supports.

Only the commands and options explicitly mentioned as supported below are supported by SocialMiner. Any commands or options not listed are not supported.

However, in select instances, users may be instructed to use commands that are not normally supported (such as in a field notice).

Note	Although this guide provides instructions for accessing SocialMiner CLI admin commands, most of the CLI commands do not apply to or have not been certified for use on SocialMiner.

Command Line Interface

This table specifies the VOS CLI commands that are supported, and indicates certain ones that are not.

Cisco Unified OS Administration User Interface

This table specifies the Administration user interface commands and options that are supported, and indicates certain ones that are not.

Disaster Recovery System User Interface

This table specifies the disaster recovery system commands and options that are supported, and indicates certain ones that are not.

These instructions provide the information required to create a manual backup. You must still schedule backups to run automatically.

Note	The system is not usable and new contacts are not collected during a backup. Schedule your backups accordingly.

The online help for the Disaster Recovery System provides complete details on all features of DRS. However, using DRS with SocialMiner is greatly simplified because SocialMiner supports only a single node and only uses network backups.