UCCX y SocialMiner: Análisis del registro de valoración de Facebook Messenger Integration y Post Chat

Introducción

Este documento describe la función que pretende integrar Facebook Messenger como un canal del lado del cliente con la función de chat web de CCX (a través de SocialMiner) como una función lista para usar. 

Facebook Messenger es un servicio de mensajería instantánea y aplicación de Facebook. Con 1200 millones de usuarios, es sin duda la plataforma de mensajería más grande y popular del mundo.
Con la tecnología de la Plataforma Facebook Messenger, este servicio permite a las empresas interactuar con sus consumidores e integraciones con otros servicios.

Antecedentes

• Permite a los usuarios finales (que también son usuarios de Facebook) iniciar un chat con páginas específicas de Facebook (que se integran con CCX mediante la plataforma de mensajería de Facebook) para llegar a un agente especializado y realizar un chat bidireccional en tiempo real.

• Se trata principalmente de una experiencia de chat basada en texto. Es decir, estos elementos que admite FBM no son compatibles: imágenes, archivos adjuntos, ubicación compartida, GIFs, pegatinas, me gusta, reacciones, grabaciones de voz.

• Solo se admite una página FB por implementación CCX.

• Admite la función de clasificación posterior al chat.

• Carga probada para chats de 2400 FbM por hora en los perfiles grandes CCX+SM. El límite documentado es de 2400 en todos los chats web (que se originan en diferentes fuentes).

¿Qué es SM Chat Gateway?

El servicio de gateway de chat es un nuevo servicio basado en node.js introducido en SocialMiner para la integración de FB Messenger.

Este servicio está diseñado de forma genérica para exponer las API de webhook a los servicios de mensajería externos (como FB messenger), gestionar internamente sesiones de chat e invocar las API de chat de SocialMiner.

Básicamente, este es el servicio que organiza sesiones de chat para FB Messenger (y cualquier otro servicio de mensajería en el futuro).

Instantánea de la arquitectura de funciones/Modelos de implementación

Proxy inverso público en Internet (SocialMiner oculto) 

• Un proxy inverso simple (por ejemplo, usando Nginx, Apache, HAProxy etc.) se expone en la web con un nombre de host público.
  
  
• Reenvía cualquier solicitud HTTP a un puerto o URL específico a SocialMiner que permanezca fuera de Internet.
  
  
• También se puede utilizar para la terminación SSL (con certificado SSL firmado).
  
  
• No enviado por Cisco. Documentado en las guías de diseño, el usuario tiene que implementar esto en su red.

SocialMiner en Internet

• SocialMiner tiene un nombre de host público en la Web.
  
  
• La ruta pública desde la nube de FB a SocialMiner.

Registros relevantes

UCCX

Registros que deben recopilarse:

/opt/cisco/uccx/log/MADM/* - Todos los registros de la administración de CCX - necesarios para cualquier problema de configuración.

Niveles de registro:

• Los niveles de registro se pueden cambiar en Serviciabilidad de CCX.
• Nombre del servicio: Administración de Cisco Unified CCX.
• El nivel de registro debe configurarse en DEBUGGING (como mínimo) para las subinstalaciones ADM_CFG y REST_CLIENT.

Social Miner

Registros que deben recopilarse:

• /opt/cisco/mmca/logs/ccp-chat-gateway/* - Todos los registros de SocialMiner Chat Gateway (rotación basada en SIZE)

• /opt/cisco/mmca/logs/ccp-chat-gateway/http/*-access.log: todos los registros de acceso HTTP del servidor webhook que se ejecuta dentro del gateway de chat de SocialMiner (rota a medianoche todos los días)

• /opt/cisco/mmca/logs/ccppublicapps/* - Todos los registros de las API de chat público de SocialMiner (rotación basada en SIZE) - necesarios para cualquier problema de flujo de chat, clasificación posterior al chat

• /opt/cisco/mmca/logs/runtime/* - Todos los registros de SocialMiner Runtime - necesarios para cualquier inyección de contacto de chat, gestión y problemas de eventos

Todos estos registros se pueden recopilar mediante:

• Recopilación de registros de RTMT (manual y programada)
• Aplicación CLI (archivo get activelog ...)

Niveles de registro:

Para los registros de SocialMiner Chat Gateway, existen 3 niveles de registro principales:

• tonto - nivel de registro más fino, vuelca todas las cargas útiles, mensajes, etc. en registros
• debug - nivel de registro predeterminado, nivel de depuración
• info - vuelca registros básicos

Estos niveles de registro se pueden cambiar editando el archivo /opt/cisco/mmca/conf/ccp-chat-gateway/settings.json y es necesario reiniciar el servicio SocialMiner Chat Gateway para que surta efecto.
No existe ningún comando CLI para realizar esta operación. El acceso a este archivo requiere una cuenta raíz/remota.

Lista de comprobación para solucionar problemas

Paso 1. Configuración sin conexión de una aplicación de Facebook con la plataforma Messenger.

Asegúrese de que el cliente ha creado una aplicación de Facebook con la plataforma Facebook Messenger antes de configurar la función UCCX para FBM.

Se debe realizar un conjunto específico de acciones antes de configurar esta función en la administración de CCX.

Crear y poseer una página de Facebook

• El usuario debe ser propietario de una página de facebook pública para su empresa/organización.
• Esto no puede funcionar con cuentas de usuario individuales de Facebook.
• La página de Facebook debe ser propiedad de la entidad que intenta crear la aplicación de Facebook.
• Consulte https://www.facebook.com/help/104002523024878?helpref=about_content para obtener más información.

Paso 2. La URL de devolución de llamada debe ser accesible.

La URL de devolución de llamada (actualizada en facebook al crear los webhooks) debe ser la URL a la que se puede acceder públicamente desde los servidores facebook.com. Si no hay proxy, la URL de Webhook es la URL del SM en el puerto 10443. Esto significa:

           

Paso 1. Si SocialMiner se encuentra directamente en la red pública, se trata de una URL de webhook expuesta por el host de SocialMiner en el puerto 10443 (https://<SM FQDN>:10443/fbm)

Puede comprobar el estado de la configuración de Facebook mediante esta URL en el navegador para asegurarse de que todo funciona correctamente desde la perspectiva de la configuración. Ejemplo:

Paso 2. Si SocialMiner está oculto detrás de un proxy inverso, la URL de Webhook es la URL del servidor proxy en el puerto 10443. Es la URL del servidor proxy inverso (https://proxy.company.com/fbm).
Se espera que este proxy inverso reenvíe la solicitud a la URL de webhook expuesta por el host de SocialMiner en el puerto 10443 (https://<SM FQDN>:10443/fbm)

Ejemplo:

Paso 3. Es obligatorio que el host que sirve la URL de devolución de llamada a facebook.com atienda las solicitudes a través de HTTP seguro (HTTPS) con un certificado SSL válido firmado por CA. Si se trata del servidor de SocialMiner, asegúrese de que el certificado de plataforma autofirmado se reemplaza por un certificado válido firmado por CA.

Paso 4. Asegúrese de que los firewalls no bloquean el tráfico entrante hacia el puerto 1043 del servidor de SocialMiner. Hay un limitador de velocidad implementado en este puerto que protege al servidor del exceso de tráfico injustificado. Además, las reglas de límite de conexión de plataforma también se aplican a este puerto.

Paso 3. Aplicación de Facebook revisada y lista para ser accedida por el público

En https://developers.facebook.com, en la sección App Review de la aplicación de Facebook, asegúrese de que el interruptor esté configurado en On para hacer pública su aplicación.

Además, asegúrese de que el estado de la aplicación sea Live, como se muestra en la imagen de la esquina superior derecha.

Paso 4. Facebook para alcanzar la URL de devolución de llamada para invocar Webhook en SM.

Enfoque 1

En https://developers.facebook.com, en Messenger > Settings, vaya a la sección Webhooks y seleccione Setup Webhooks.

Cuando se hace clic en el botón Verify and Save, se envía una solicitud real desde facebook.com a la URL de devolución de llamada mediante el token de verificación proporcionado.
Si la solicitud falla, no podrá guardar esta configuración a menos que corrija el problema. Los problemas se destacan claramente en línea y deben solucionarse.

Enfoque 2

Pruebe el webhook más tarde (después de configurarlo) mediante la funcionalidad de prueba proporcionada en https://developers.facebook.com (en la sección Facebook APP > Webhooks)

Haga clic en Prueba > Enviar a mi servidor. En Success, Facebook envía un mensaje al SM "La actualización de muestra se envió correctamente a su servidor.", como se muestra en la imagen.

Enfoque 3

En https://developers.facebook.com, consulte la sección Alertas>Bandeja de entrada para ver las actualizaciones, notificaciones o noticias de Facebook que puedan afectar a la aplicación y su funcionalidad.

Paso 5. La página de Facebook Access Token Validation.

Enfoque 1

Utilice la funcionalidad Validate Token proporcionada en Administración de CCX (Subsystems>Chat and Email>Chat - Facebook Messenger > Validate)

Enfoque 2

Utilice la herramienta Access Token Debugger proporcionada por Facebook.

 Enfoque 3

Hacer una simple solicitud HTTP GET a facebook.

URL = https://graph.facebook.com/me?access_token=<PAGE_ACCESS_TOKEN>

Esperar

• 200 OK si el token es válido.
• 400 SOLICITUD INCORRECTA si el token no es válido.
  

     

Paso 6. SM para llegar a Facebook con o sin Proxy.

Utilice la funcionalidad Validar token proporcionada en Administración de CCX (Subsistemas>Chat y correo electrónico>Chat - Facebook Messenger > Validar)

   

Paso 7. Estado del servicio de gateway de conversación.

Puede comprobar el estado en Administración de CCX (Subsistemas>Chat y correo electrónico>Configuración de SocialMiner)

• Indica que la puerta de enlace está EN EJECUCIÓN y en estado CONFIGURADO, y que se ha configurado algún canal (FACEBOOK MESSENGER).
• Indica que la puerta de enlace no se está EJECUTANDO en absoluto, que es INALCANZABLE o que se encuentra en un estado ERRÓNEO debido a una configuración incorrecta. 

No configurado: indica que el gateway está en estado NOT_CONFIGURED. No se han configurado canales.

No aplicable: indica que Finesse no está activado o que la versión de SocialMiner no está configurada o es compatible.

Integración con Facebook Messenger

Indica si este canal está ACTIVADO o no.

También indica la última falla registrada en este canal. Útil para determinar errores intermitentes y permanentes.

Nota:

Estas configuraciones de canal no pueden aplicarse de forma dinámica sin eliminar los chats en curso y, por tanto, requieren reiniciar el servicio SocialMiner Chat Gateway.

• Token de acceso a página de Facebook - pageAccessToken
• Token de verificación de Facebook: verificationToken

Si cambia el token de acceso a la página o el token de verificación, reinicie el servicio SocialMiner Chat Gateway desde la CLI.

utils service restart SocialMiner Chat Gateway

Solucionar problemas de flujos 

Flujo de administración

Paso 1. El administrador carga la página de integración de Facebook Messenger desde Subsistemas > Chat y correo electrónico > Chat-Facebook Messenger (que obtiene la configuración del gateway de chat desde SocialMiner si está configurado)

//UCCX Realizando una solicitud REST para obtener la configuración del gateway de chat.

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.

//En caso de éxito, el SM devuelve las configuraciones del gateway de chat como el token de acceso a la página de Facebook, las configuraciones de proxy, las declaraciones de problemas con asignaciones de cola, los mensajes configurados, la configuración de clasificación de chat y el token de verificación de 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}

Paso 2. El administrador intenta actualizar la configuración.

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

Paso 3. El administrador intenta validar la configuración.

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()

Flujo de chat

Paso 1. Nuevo cliente entrante: saluda y se le ofrece una lista de declaraciones de problemas.

En el archivo /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 ...

Paso 2. Se crea una nueva solicitud de chat en el SM y se envía una notificación a 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&amp;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

Paso 3. UCCX recibe la notificación.

//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

Paso 4. Motor Agrega el chat a la cola y busca un agente disponible para el chat.

En este momento, la UC recibe el mensaje "Encontrar un experto para hablar con usted".

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.

Paso 5. El agente se ha unido al chat después de que la UC seleccionara la declaración de problemas.

//Registros del gateway de chat

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.]

Paso 6. Eventos sondeados (cada 5 segundos) de SocialMiner: uniones de agentes, borrado del búfer de usuario.

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]

Paso 7. Intercambio de mensajes de conversación entre agente y usuario.

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.

Paso 8. El agente finaliza el chat (calificación posterior al chat habilitada).

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.]

Paso 9. El Agente Finaliza El Chat (Calificación Posterior Al Chat No Habilitada).

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!]

Flujos varios

Paso 1. Inicio del servicio: "SocialMiner Chat Gateway".

startup.log: inicio del servicio, apertura de puertos.

[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 ...

Paso 2. Carga de configuraciones.

configuraciones startup.log-loading

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

Paso 3. Espere a que aparezca el servidor webhook.

startup.log: esperando a que aparezca el servidor 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

Paso 4. Compruebe y limpie las sesiones obsoletas (una vez cada hora).

Sesiones obsoletas encontradas y limpiadas

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

No se han encontrado sesiones obsoletas

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