使用UCCE排除SocialMiner代理请求（回叫）功能故障

简介

本文档介绍故障排除步骤，以确定当通过跟踪配置Unified Contact Center Enterprise(UCCE)时Social Miner如何接收、转发和处理座席请求（回叫）。

先决条件

• 思科SocialMiner
• UCCE

要求

Cisco 建议您了解以下主题：

•  思科UCCE 11.6(1)
•  思科SocialMiner 11.6.2

使用的组件

 本文档中的信息基于Cisco UCCE 11.6(1)和SocialMiner 11.6.2

本文档中的信息都是基于特定实验室环境中的设备编写的。本文档中使用的所有设备最初均采用原始（默认）配置。如果您的网络处于活动状态，请确保您了解所有命令的潜在影响。

背景信息

文档分为两部分。  第一部分显示了需要的跟踪内容以及如何从SocialMiner收集此信息。其次重点介绍如何通过SocialMiner和UCCE处理从应用程序传入的回叫请求。

问题 1

要收集哪些跟踪，以确定在与UCCE集成时SocialMiner如何接收、转发和处理代理请求（回叫）。

解决方案 1

• SocialMiner日志

ccpapi和运行时日志是查看呼叫事件所必需的。这些日志可通过以下方式下载：

1.从SSH CLI:

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

文件获取activelog mmca/logs/runtime/* recurs compress

2.使用思科实时监控工具(RTMT)下载SocialMiner日志：

• SocialMiner REST API
• SocialMiner运行时服务

• 从UCCE使用诊断端口收集日志：
  1. MR PG PIM流程
  2. MR PG OPC过程
  3. 路由器(rtr)进程
  4. 代理PG JGW进程
  5. 代理PG PIM进程

问题 2

收集的日志文件中有哪些重要事件有助于确定当SocialMiner与UCCE集成时代理请求（回叫）的接收、转发和处理方式。

解决方案 2

座席请求（回叫）跟踪分析

在下面的呼叫示例中，分机2000的客户请求通过Web应用进行回叫。

当应用程序提交回叫请求到SocialMiner时 — ccpapi日志显示回叫请求与唯一的socialContactId号一起出现，socialminer将回叫请求与此联系人关联。

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

社交联系在源配置中映射到标记联系中心。

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

SocialMiner中源配置的屏幕截图。

• 从SocialMiner运行时日志：

收到回叫请求时，会创建新的社交联系人。

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

社交联系人已添加到活动SocialMinerCbCampaign和状态更新

0000000099：y.y.y.y:2020年4月12日02:16:53.442 -0500:%CCBU_______CAMPAIGN-6-NO_FILTERS_CONFIGURED:%[CAMPAIGN_ID=100001][SOCIAL_CONTACT_ID=6D3F8C3510000171000001380AC9E39B]:没有为活动配置过滤器。  社交联系人将添加到营销活动

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

营销活动映射到通知SocialMinerCBNotification。根据通知配置，已为座席预留脚本选择UCCE拨叫号6666

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

此源ID(feedId:100000)用于活动，可从URL验证：https://<socialminer-ip>/ccp-webapp/ccp/feed

通过MR PG将新任务请求发送到UCCE

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

发送NEW_TASK请求后，社交联系状态更改为已排队。

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

SocialMiner CCPAPI日志将联系人状态显示为已排队

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

• 从UCCE MR PIM日志

应用程序通过MR PG向路由器发送“NEW_TASK”请求

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

消息= NEW_TASK;长度= 89字节

   对话框ID =(12)十六进制0000000c

   SendSeqNo =(1)十六进制00000001

   MRDomainID =(1)十六进制00000001

   上一任务= -1:-1:-1

   PreferredAgent =未定义

   服务=(0)十六进制00000000

   思科保留=(0)十六进制00000000

   脚本选择器：6666 < — 代理预留脚本DN

   ApplicationString1:2000 < — 客户回叫号码

   ApplicationString2:6D3F8C3510000171000001380AC9E39B

   ServiceRequested =(1)十六进制00000001

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

• 路由器日志

路由器选择代理标签2002并将信息转发到CUCM PG，并通知MR PG选择。

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将“DO_THIS_WITH_TASK”消息转发给应用程序。

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

消息= DO_THIS_WITH_TASK;长度= 70字节

   对话框ID =(12)十六进制0000000c

   SendSeqNo =(1)十六进制00000001

   IcmTaskID = 153138:304:1

   技能组=(5013)十六进制00001395

   服务=未定义

   代理=(5001)十六进制00001389

   代理信息：

   标签：2002 < — 代理分机

   ApplicationString2:

   MRDID =(1)十六进制00000001

   可中断=(0)十六进制00000000

   呼叫变量 1:

   呼叫变量 2:

   呼叫变量 3:

   呼叫变量 4:

   呼叫变量 5:

   呼叫变量 6:

   呼叫变量 7:

   呼叫变量 8:

   呼叫变量 9:

   呼叫变量 10:

• SocialMiner运行时日志

通过MR PIM从UCCE收到“DO_THIS_WITH_TASK”响应

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

路由器发送代理扩展2002

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

收到“DO_THIS_WITH_TASK”消息后，队列状态将移至已处理

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

• SocialMiner CCPAPI日志

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