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Print Cisco SocialMiner 9.0(1) Troubleshooting Tips

2013-05-22T20:29:28Z

Linichol: /* Create PDF for Cisco SocialMiner 9.0(1) Troubleshooting Tips */

'''Back:''' [[Troubleshooting Tips for Cisco SocialMiner 9.0(1)|Troubleshooting Tips for Cisco SocialMiner 9.0(1)]]

=== Create PDF for Cisco SocialMiner 9.0(1) Troubleshooting Tips ===

# Edit the list of topics to convert into a PDF in the text box below.
# Click '''Create PDF''' (at the bottom of the page) to generate the PDF.

{{Template:PDF_Print_Form|ROWS=45|DEFAULT_FILENAME=csm90ts.pdf|BUTTON_LABEL=Create PDF|DEFAULT_TEXT=Troubleshooting Tips for Cisco SocialMiner 9.0(1)
SocialMiner Administration - Configure JAWS to recognize highlighted text
SocialMiner Administration - Runtime Server Status is not green and Lock Timeout Expired error received
SocialMiner Administration - Unable to login after hostname change
SocialMiner Administration - "SLF4J" message received when logging into SM Admin using CLI
SocialMiner APIs - Duplicate fields in Payload
SocialMiner APIs - Incorrect Parameter Data Types Result in Errors
SocialMiner User Interface - Clear Cache and Cookies to Troubleshoot Unexpected Results
SocialMiner User Interface - Common Errors
SocialMiner User Interface - Duplicate Twitter Social Contacts Display in Campaign
SocialMiner User Interface - Errors for Twitter Reply Template
SocialMiner User Interface - Errors for Social Contacts from Twitter
SocialMiner User Interface - Sluggish Performance or Timeouts
SocialMiner User Interface - Twitter Feed Disabled
SocialMiner User Interface - XMPP shows Error Icon
SocialMiner User Interface - SocialMiner login overlay if reply template container loads in iframe in IE, even though already successfully authenticated
SocialMiner Feeds - Error on Twitter Authorization
SocialMiner Feeds - Invalid Feeds
SocialMiner Feeds - Network Issues
SocialMiner Feeds - Troubleshooting Authenticated Feeds
SocialMiner Feeds - Verifying RSS Feeds
SocialMiner Chat - Bad Request error on failed connection
SocialMiner Chat - Error connecting to server
SocialMiner Chat - Connection times out
SocialMiner Chat - Message delivery failure
SocialMiner Chat - Agent encounters error when connecting to server
SocialMiner Chat - Agent encounters error when attempting to reply to a Chat contact
SocialMiner Chat - Agent unable to close Chat interface
SocialMiner Chat - Agent needs to return to Chat UI
SocialMiner Installation - Issues with COP file install
SocialMiner Installation - Browser Errors after Upgrade
SocialMiner Installation - NTP Server is not recognized
SocialMiner Installation - Reboot Hangs
SocialMiner Installation - Two SocialMiner Applications on one Server, Setting CPU Reservation
SocialMiner Installation - Not enough disk space in the common partition for upgrade
SocialMiner Filters - Errors saving Groovy scripts}}

Troubleshooting Tips for Cisco SocialMiner 9.0(1)

2013-05-22T20:28:27Z

Linichol: /* Cisco SocialMiner Administration */

'''Back:''' [[Troubleshooting Cisco SocialMiner]]

'''Additional Troubleshooting Information''': [[Additional troubleshooting information for Cisco SocialMiner 9.0(1)]]

'''Add tip:''' [[Create Contact Center Troubleshooting Tips]]

'''Print PDF:''' [[Print Cisco SocialMiner 9.0(1) Troubleshooting Tips]]

----

The following tips were added by Cisco Documentation:

== Cisco SocialMiner Administration ==

* [[SocialMiner Administration - Configure JAWS to recognize highlighted text]]
* [[Runtime_Server_Status_is_not_green_and_Lock_Timeout_Expired_error_received|SocialMiner Administration - Runtime Server Status is not green and Lock Timeout Expired error received]]
* [[SocialMiner Administration - Unable to login after hostname change]]
* [[SocialMiner Administration - "SLF4J" message received when logging into SM Admin using CLI]]

== Cisco SocialMiner APIs ==
* [[SocialMiner APIs - Duplicate fields in Payload]]
* [[SocialMiner APIs - Incorrect Parameter Data Types Result in Errors]]

== Cisco SocialMiner User Interface ==

*[[SocialMiner User Interface - Clear Cache and Cookies to Troubleshoot Unexpected Results]]
*[[SocialMiner User Interface - Common Errors]]
*[[SocialMiner User Interface - Duplicate Twitter Social Contacts Display in Campaign]]
*[[SocialMiner User Interface - Errors for Twitter Reply Template]]
*[[SocialMiner User Interface - Errors for Social Contacts from Twitter]]
*[[SocialMiner User Interface - Sluggish Performance or Timeouts]]
*[[SocialMiner User Interface - Twitter Feed Disabled]]
*[[SocialMiner User Interface - XMPP shows Error Icon]]
*[[SocialMiner User Interface - SocialMiner login overlay if reply template container loads in iframe in IE, even though already successfully authenticated]]

== Cisco SocialMiner Feed Troubleshooting ==

* [[SocialMiner Feeds - Error on Twitter Authorization]]
* [[SocialMiner Feeds - Invalid Feeds]]
* [[SocialMiner Feeds - Network Issues]]
* [[SocialMiner Feeds - Troubleshooting Authenticated Feeds]]
* [[SocialMiner Feeds - Verifying RSS Feeds]]

==Cisco SocialMiner Chat Troubleshooting ==

*[[SocialMiner Chat - Bad Request error on failed connection]]
*[[SocialMiner Chat - Error connecting to server]]
*[[SocialMiner Chat - Connection times out]]
*[[SocialMiner Chat - Message delivery failure]]

*[[SocialMiner Chat - Agent encounters error when connecting to server]]
*[[SocialMiner Chat - Agent encounters error when attempting to reply to a Chat contact]]
*[[SocialMiner Chat - Agent unable to close Chat interface]]
*[[SocialMiner Chat - Agent needs to return to Chat UI]]

== Cisco SocialMiner Installation ==

* [[SocialMiner Installation - Issues with COP file install]]
* [[SocialMiner Installation - Browser Errors after Upgrade]]
* [[SocialMiner Installation - NTP Server is not recognized]]
* [[SocialMiner Installation - Reboot Hangs]]
* [[SocialMiner Installation - Two SocialMiner Applications on one Server, Setting CPU Reservation ]]
* [[SocialMiner Installation - Not enough disk space in the common partition for upgrade]]

== Cisco SocialMiner Filters ==
* [[SocialMiner Filters - Errors saving Groovy scripts]]

SocialMiner Administration - "SLF4J" message received when logging into SM Admin using CLI

2013-05-22T19:55:13Z

Linichol: /* "SLF4J" message received when logging into SM Admin using CLI */

== "SLF4J" message received when logging into SM Admin using CLI ==

{| border="1"
|-
! '''Problem Summary'''
| User sees the following message when logging into SocialMiner Administration using the Command Line Interface.
|-
! '''Warning Message'''
| SLF4J: This version of SLF4J requires log4j version 1.2.12 or later. See also http://www.slf4j.org/codes.html#log4j_version.
|-
! '''Possible Cause'''
| The warning message indicates a discrepancy with an older version of the logging library in VOS.
|-
! '''Recommended Action'''
| No action is required for this warning message.
|-
! '''Release'''
| All releases.
|-
! '''Associated CDETS #'''
| CSCug61803
|-
|}

[[Category:Cisco SocialMiner, all releases]]

Troubleshooting Tips for Cisco MediaSense

2013-04-29T13:37:54Z

Linichol: /* Configuration */

'''Add Tip''': [[Create Contact Center Troubleshooting Tips|Create Troubleshooting Tip]]

'''Print PDF:''' [[Print Troubleshooting Tips for Cisco MediaSense]]

 

== API ==

*[http://docwiki-dev.cisco.com/wiki/API:_API_request_returns_Error_405#API.C2.A0request_returns.C2.A0Error_405:_Method_not_supported..C2.A0 API: API request returns Error 405: Method not supported]
*[[API: Incorrect participant duration]]
*[[API: MediaSense application sign-in fails with administration credentials]]
*[[API: Missing events and closed subscription]]
*[[API: Incorrect session or participant duration]]

== Administration ==

*[[Administration: Administration Login returns unexpected error]]
*[[Administration: Unable to access Administration and Serviceability UI on a newly installed system]]
*[[Administration: Unknown request error display]]
*[[Administration: Saving an AXL service provider configuration will result in an incorrect error message under certain pre-conditions]]
* [[Administration: Error encountered on file upload]]

== Configuration ==

*[[Configuration: Call between two RT phones is not recorded]]
*[[Configuration: Calls using g.722 codec are not recorded]]
*[[Configuration: Configuration and Recording meta data is not synchronized between Primary and Secondary Servers]]
*[[Configuration: Conversation after a transfer is not recorded on RT-Lite phones]]
*[[Configuration: Failure to playback audio or video when using RT video phone]]
*[[Configuration: MediaSense application does not record even if recording is enabled]]
*[[Configuration: Starting SNMP on MediaSense causes the Host Resource Agent to hang in starting state]]
*[[Configuration: Call not recorded because UCM disconntected it]]

== Database ==

*[[Database: Database not updated after event forwarding]]
*[[Database: Database no longer accepts data]]
*[[Database: Executing the “show db synchronization status” command on the primary ORA DB server, does not show any information]]

== General ==

*[[General: HTTP Status 500 message displays when opening Cisco MediaSense Administration after system restart]]
*[[General: Performance issues as a result of hardware failure|General: Check and repair MediaSense file system Installation]]
*[[General: Performance issues as a result of hardware failure]]
*[[General: RTSP live monitoring sessions fail when using CUBE]]

== Installation ==

*[[Installation: Installation halts with an unrecoverable error|Installation: Installation halts with an unrecoverable error]]
*[[Installation: The installation fails due to an invalid IP address|Installation: The installation fails due to an invalid IP address]]

== Upgrade ==

*[[Upgrade: Sync after switch version failed]]
*[[Upgrade: Data out of sync after upgrade]]

== Recording ==

*[[Recording: QuickTime does not playback G.729 recording, but status bar keep moving]]
*[[Recording: CUBE disconnects Cisco MediaSense right after recording begins]]
*[http://docwiki-dev.cisco.com/wiki/Recording:_Unified_CM_drops_MediaSense_recording_as_soon_as_recording_begins Recording: Unified CM drops MediaSense recording as soon as recording begins]
*[[Recording: Recordings from CUBE fail with SIP error 488 Not Acceptable Here]]
*[[Recording: Direct Outbound Recording Terminates 10 Seconds Late]]
*[[Recording: Recordings fail if UCM Region is configured as 256 kbps (L16, AAC-LD)]]

== RTMT ==

*[[RTMT: Unable to login to RTMT from the primary server]]
*[[RTMT: Unified RTMT connected to secondary node, does not show alarm information if the primary node is down]]

== Runtime ==

*[[Runtime: MediaSense server is unable to keep up with incoming recordings]]
*[[Runtime: Media server rejects open RTSP session]]
*[[Runtime: Open RTSP session to MediaSense failed with timeout]]
*[[Runtime: Close recording session failed with timeout]]

SocialMiner Release 9.0(1)

2013-04-02T15:37:03Z

Linichol: /* Installing SocialMiner 9.0(1) */

== CONTENTS ==

[[#Introduction|Introduction]]

[[#What.27s_New_in_Release_9.0(1)|What's New in SocialMiner Release 9.0(1)]]

[[#Installing_or_Upgrading_to_SocialMiner_Release_9.0(1)|Installing or Upgrading to SocialMiner Release 9.0(1)]]

[[#Sign_In_to_SocialMiner|Sign In to SocialMiner]]

[[#The_Home_Tab|Home Tab and Settings]]

[[#Feeds|Feeds]]

[[#Campaigns|Campaigns]]

[[#Filters|Filters]]

[[#System_Administration|System Administration]]

[[#Notifications|Notifications]]

[[#Reply_Templates|Reply Templates]]

[[#Customer_Chat|Customer Chat]]

[[#SocialMiner_Reporting|SocialMiner Reporting]]

[[#Downloading_and_Installing_Language_Packs|Downloading and Installing Language Packs]]

[[#System_Backup_and_Restore|System Backup and Restore]]

[[#Design_Guidance|Design Guidance]]

[[#Developer_Information|Developer Information]]

[[#Copyright_Notes|Copyright Notes]]

__NOTOC__

= Introduction =

Cisco SocialMiner is a customer-care system that provides capture, filtering, workflow, queuing, and reporting for social media engagement teams. Internet postings captured by SocialMiner are referred to as Social Contacts. SocialMiner stores the social contacts and groups them into user-defined Campaigns. Each Campaign obtains social contacts from one or more Feeds. SocialMiner presents the social contacts to social media customer care personnel who can search, review, categorize, and respond to the postings. SocialMiner also produces reporting metrics on the handling of the social contacts.

SocialMiner has one default user, called the SocialMiner Administrator. The SocialMiner Administrator is the Application User who is configured during installation. The credentials for that user allow initial access to SocialMiner. Certain SocialMiner functions are available only to the SocialMiner Administrator — including access to [[#Active_Directory|Active Directory]] on the Administation tab, where the SocialMiner Administrator can set up other users.

[[#CONTENTS|'''Back to Contents''']]

== Technology and Packaging ==

SocialMiner is a server software application that is packaged as a software appliance. The appliance runs as one VMware® virtual machine containing all of the following components:

*Cisco Unified Communications Operating System (Unified OS), an operating system based on Redhat Linux.
*Informix® embedded database. This database contains the SocialMiner Configuration and the SocialMiner reporting data.
*[http://cassandra.apache.org/ Cassandra datastore]. This datastore contains the social contacts.
*[http://lucene.apache.org/solr/ Solr indexer]. This indexer contains social contact search data.
*Cisco SocialMiner runtime software
*OpenFire server for XMPP BOSH eventing

Setup and administration are done through a browser-based interface that uses [http://en.wikipedia.org/wiki/OpenSocial OpenSocial Gadgets]. SocialMiner is installed with the [http://shindig.apache.org Shindig gadget container] to render the gadgets. SocialMiner gadgets can also be rendered in [[#Advanced_UI_Options|other standard OpenSocial containers]]. All system features and setup can be performed by [http://en.wikipedia.org/wiki/Representational_State_Transfer REST APIs.]

SocialMiner supports integration with most user-generated content sites using standard [http://en.wikipedia.org/wiki/RSS RSS]. SocialMiner also supports direct integrations to [http://www.twitter.com Twitter®] and [http://www.facebook.com Facebook®]. Setup and configuration of SocialMiner to monitor Twitter and Facebook require good working knowledge of those sites. For background information on these sites, review the following Mashable resources:

[http://mashable.com/guidebook/twitter/ The Twitter Guide Book]

[http://mashable.com/guidebook/facebook/ The Facebook Guide Book]

[[#CONTENTS|'''Back to Contents''']]

= What's New in Release 9.0(1) =

Cisco SocialMiner Release 9.0(1) includes these new features and enhancements:

'''Cisco Options Package'''


'''New'''

A third Cisco Options Package file is available that introduces a new feed type for the Twitter Search functionality which enables users to continue searching for specific Tweet threads. This change was prompted because Twitter no longer provides search results in the form of an RSS feed.  This third COP file is cumulative and includes the fixes addressed in the previous 2 COP files for release 9.0(1)


'''UCCX integration'''

SocialMiner release 9.0 is now integrated with the Unified Contact Center Express (UCCX) solution for single session chat.

'''Deployment size options'''

SocialMiner can be configured in two deployment profiles: small (30 social media users and 120 chats) and large (60 social media users and 400 chats).

'''Live Chat'''

The SocialMiner Chat interface now supports low-vision accessibility through JAWS. This feature is enabled and disabled using the ctrl+shift+s keyboard shortcut for customer chat sessions and through a checkbox on the agent settings page for agents.

Once enabled, incoming chat messages and other events are automatically highlighted briefly and can then be announced by JAWS.

Users can now change the font size in their chat interface; keyboard functions allow all users to increase (ctrl+shift+]) or decrease (ctrl+shift+[ ) font sizes in chat.

The keystroke combination ctrl+shift+E ends the chat and closes the agent chat interface.

Chat timeout settings are adjustable.

'''Social Media Features'''

Users can search to find social contacts by author, by status, within a certain date range, or containing specific words.

Agents have the capability to save drafts of social contact replies (for Facebook and Twitter) and have them reviewed before they are released.

A disk usage meter has been added to help monitor disk capacity.

Status change reason codes have been added. When a user hovers over the status indicator of a social contact, a tool tip appears telling them the reason that the social contact is in its current state.

= Installing or Upgrading to SocialMiner Release 9.0(1) =

 Users can install SocialMiner Release 9.0(1) directly or they can upgrade to Release 9.0(1) from release 8.5(5).

[[#Installing_Social_Miner|Installing SocialMiner 9.0(1)]]

Before upgrading to release 9.0(1), users must perform a [[#System_Backup_and_Restoration|DRS backup]] to ensure that they can revert to release 8.5(5) if necessary.

[[#Upgrading_using_Cisco_Unified_Operating_System_Administration|Upgrading using Cisco Unified Operating System Administration]]

[[#Upgrading_using_the_CLI|Upgrading using the CLI]]

[[#Installing_Cisco_Options_Package_Files|Installing Cisco Options Package Files]]

== Installing SocialMiner 9.0(1) ==

SocialMiner is installed as an appliance using the Cisco Unified Communications Operating System (Unified OS). The operating system and SocialMiner application are installed together using a similar installation process as other Unified OS products such as Cisco Unified Communications Manager and Cisco Unified Intelligence Center.

SocialMiner operates on a VMware Virtual Machine on hardware that is running a VMware Host Server. SocialMiner currently supports installation of only a single node.

'''Note''': Cisco does not support changing the hostname or IP address on any server once they have been set.

=== Basic Installation Steps ===

1. Create a VM using an OVF template (when deploying the template, select either a large or a small deployment from the drop-down list) by following the instructions in Design Guidance (the OVA is number 1.2 under Latest Releases and is located in folder 9.0(1)). Additional information for using the OVF template can be found at VMWare Hub.

2. Mount the SocialMiner DVD (or ISO file) to the Virtual Machine and set the Virtual Machine to Boot from the SocialMiner DVD. The Install Wizard opens. Use Tab to navigate between elements and then tap the Space bar or Enter key to select the element and proceed.

3. Perform the Media Check when prompted.

4. Several informational windows open. Select Yes or Continue.

5. Use the arrow keys to highlight the correct timezone, and then tab to navigate to the OK button. Press Enter to proceed.

6. Provide the network information for SocialMiner. A valid host name with matching IP address must be provided. The system confirms that the host name matches the IP address later in the installation process.

7. Select yes to provide DNS Client Settings for SocialMiner. Provide DNS servers and the domain. Select OK.

8. Provide an Administrator ID and Password. This user is for platform (Unified OS) administration.

9. Provide information about your organization. This information generates the security (SSL) certificates for this server.

10. You must provide at least one NTP Server. Enter the NTP host address and select OK.

11. Provide a security password. This password is typically used to communicate between multiple nodes; however, SocialMiner currently supports only a single node.

12. Provide a username and password for the SocialMiner administrator. Additional SocialMiner users can be imported from Active Directory after the SocialMiner install finishes.

13. The confirmation window opens. You can select Back to change settings or OK to complete the installation. Installation can take up to 60 minutes. The server may reboot to complete the installation steps.
If you install from an ISO file and see a Virtual Machine message instructing you to Disconnect anyway (and override the lock)?, select Yes.

After installation finishes, a login prompt appears in the server console.

=== Post-installation Setup ===

After the installation is finished, perform the following one-time setup tasks:

1. If your system is installed behind a firewall, set up a proxy so that feeds can access sites on the Internet.

2. Configure Active Directory so that additional users can log in.

3. Set up the Reporting User so that reporting tools can access the reporting database.

== Upgrading using Cisco Unified Operating System Administration ==

You can upgrade using the Software Upgrades tool in Unified Operating System Administration. You can also upgrade using the [[#Upgrading_using_the_Command_Line_Interface|Command Line Interface CLI]].

Before upgrading to release 9.0(1), users must perform a [[#System_Backup_and_Restoration|DRS backup]] to ensure that they can revert to release 8.5(5) if necessary.

The upgrade can run unattended and may take over an hour.

Open Cisco Unified Operating System Administration from the Administration tab > Platform Administration. You can also use this URL
<pre>http://<servername>/cmplatform</pre>
where ''servername'' is the Hostname or IP address of your SocialMiner server.

#Select '''Software Upgrade > Install/Upgrade'''.
#On the Software Installation/Upgrade dialog box, if you burned the files to CD/DVD:
##Source = DVD/CD.
##Directory = the directory for DVD/CD. Use forward slashes. For example, if the upgrade file is located on the root directory of a CD that is on Drive D, type /D.
##Server = leave blank.
##User Name = leave blank.
##Password = leave blank.
#On the Software Installation/Upgrade dialog box, if the upgrade files are on a remote file server:
##Source = Remote Filesystem.
##Directory = the path to the files. Use forward slashes. For example, /SocialMiner/Installation.
##Server = the IP address of the remote server.
##User Name = the user name to access the remote server.
##Password = the password to access the remote server.
#Click '''Next'''.
#Choose the iso file from the Software Location field.
#Click '''Next'''.
#At the Software Installation/Upgrade screen, select '''Reboot to Upgraded Partition'''.
#Click '''Next'''.

You see a series of messages as the upgrade installation proceeds.

When the upgrade is complete; verify that the system restarts, the correct version is active, and the server status on the System Administration tab shows green checkboxes.

Turn off CSA by performing [[#Turn_CSA_off|these]] steps.

As a best practice, [http://docwiki.cisco.com/wiki/SocialMiner_User_Interface_-_Clear_Cache_and_Cookies_to_Troubleshoot_Unexpected_Results clear the cache and cookies] after the upgrade.

[[#CONTENTS|'''Back to Contents''']]

== Upgrading using the CLI ==

Before upgrading to release 9.0(1), users must perform a [[#System_Backup_and_Restoration|DRS backup]] to ensure that they can revert to release 8.5(5) if necessary.

#Download the 9.0(1) SocialMiner release from Cisco.com and place the file on an FTP or SFTP server. You can also burn the ISO file to DVD.
#Using SSH, log in to your SocialMiner system with the platform administration account.
#Using the CLI, run the command <tt>utils system upgrade initiate</tt>.
#Follow the instructions provided by the <tt>utils system upgrade initiate</tt> command.

An ''example'' of executing the command follows. Note that file names change with each release.

<pre>admin:utils system upgrade initiate

Warning: Do not close this window without first canceling the upgrade.

Source:

1) Remote Filesystem via SFTP
2) Remote Filesystem via FTP
3) Local DVD/CD
q) quit

Please select an option (1 - 3 or "q" ): 2
Directory [q]: /FTP/PATH/TO/UPGRADE/IOS
Server [q]: FTP_HOSTNAME
User Name [q]: FTP_USERNAME
Password: ********
Checking for valid upgrades. Please wait...

Available options and upgrades in "/FTP/PATH/TO/UPGRADE/IOS":

1) UCSInstall_CCP_8_5_1_UCOS_8.5.4.10000-XX.sgn.iso
q) quit

Please select an option (1 - 1 or "q" ): 1
Accessing the file. Please wait...
Downloaded XXXX MB.
Checksumming the file...
Downloaded XXXX MB.
A system reboot is required when the upgrade process completes or is canceled.
This will ensure services affected by the upgrade process are functioning properly.

Downloaded: UCSInstall_CCP_8_5_1_UCOS_8.5.4.10000-X.sgn.iso
File version: 8.5.4.10000-X
File checksum: CHECKSUM

Automatically switch versions if the upgrade is successful (yes/no): yes

Start installation (yes/no): yes
The upgrade log is install_log_2011-03-10.09.52.58.log
Upgrading the system. Please wait...
06/10/2011 09:53:00 file_list.sh|Starting file_list.sh|<LVL::Info>
...
[Many lines of upgrade scripts running]
...
06/10/2011 11:41:31 upgrade_install.sh|Upgrade Complete -- (0)|<LVL::Info>

Successfully installed UCSInstall_CCP_8_5_1_UCOS_8.5.4.10000-XX.sgn.iso

The system upgrade was successful. A switch version request has been submitted.
</pre>
This can take a long time depending on the platform and database size. Continue to monitor the switchover process from the Unified Communications OS Platform [[#Command_Line_Interface|Command Line Interface (CLI).]]

The system reboots after the upgrade.

Verify that the system restarts, the correct version is active, and the server status on the System Administration tab shows green checkboxes.

== Installing Cisco Options Package Files ==

The Cisco Options Package (COP) file provides a generic method to deploy Cisco software outside the normal upgrade process. Some examples of when you use a COP file are to installnew locales, patch fixes, and virtualization tools. You must first download and save the COP file before installing and applying it.

COP files can generally be installed on an active, running system in a shorter time frame than an upgrade file. Unlike upgrades, COP files cannot be removed or rolled back.

Use these instructions to install COP files:

1. Download the SocialMiner COP file from the Cisco Software site http://www.cisco.com/cisco/software/type.html?mdfid=283613136&catid=null to a local source or an SFTP server that can be accessed by the Cisco SocialMiner server.

2. Install the file using the [[#Upgrading_using_the_CLI|CLI upgrade procedure]]. (Remember to replace the upgrade filename with the COP filename).

3. Reboot the server.

Note: If the ReadMe file for a specific COP file contradicts these general guidelines, follow the instructions provided with the file.

== Turn CSA off ==

#Access the CLI directly by signing in using the Administrator credentials.
#Enter the command: <tt>utils csa disable</tt>. A message informs you that the system needs to restart and you are prompted to enter Yes.
#Enter Yes to reboot.

 As a best practice, [http://docwiki.cisco.com/wiki/SocialMiner_User_Interface_-_Clear_Cache_and_Cookies_to_Troubleshoot_Unexpected_Results clear the cache and cookies] after the upgrade.

[[#CONTENTS|'''Back to Contents''']]

= Sign in to SocialMiner =

To launch SocialMiner, use a web browser* to access the root of the web server. Enter
<pre>http://<servername> </pre>
where ''servername'' is the name or IP address of your SocialMiner server.

*See [[SocialMiner Browsers|SocialMiner Browsers]] for information on supported browsers. [[Image:SocialMiner login.png|thumb|right|450px]]

Entering the URL opens a sign-in page where you type your username and password. The first time you sign in, you must use the credentials established during the installation for the application user.

If you have [[#Downloading_and_Installing_Language_Packs|downloaded and installed language files]], the sign in page also has a drop-down for selecting your language.

When you see a "trusted certificate" warning, acknowledge it—for example, by clicking '''Continue to Web Site''' in Internet Explorer or '''I understand the Risk''' in Mozilla Firefox. This saves the certificate to the browser. For some browsers, you can [[#Obtaining_a_CA-Signed_Certificate|obtain and upload a CA-Signed certificate]] so that the security warnings do not persist. If you don't obtain signed certificates, you can still [[#Avoiding_certificate_warning|avoid the certificate warning message]].

A successful sign-in presents the SocialMiner interface to the Home tab. Users see the Search and Configuration tabs, the SocialMiner administrator also sees an Administration tab.

[[#CONTENTS|'''Back to Contents''']]

= The Home Tab =

Topics:

[[#Reviewing_Social_Contacts_By_State|Reviewing Social Contacts By State]]

[[#Working_With_Social_Contacts|Working With Social Contacts]]

[[#Searching_Social_Contacts|Searching Social Contacts]]

[[#Replying_to_Social_Contacts_from_the_Home_Tab|Replying to Social Contacts]]

[[#Tagging_Social_Contacts|Tagging Social Contacts]]

[[#Settings|Settings]]

[[#Training_Bayesian_Filters|Train Filters]]

[[Image:SocialMinerHome.png|thumb|right|450px]]

 The SocialMiner Home tab is a dynamic "Inbox" for viewing and responding to [[#What_is_a_Social_Contact.3F|social contacts]]. No social contacts appear on this tab until you:

#Configure at least one [[#Feeds|Feed]].
#Configure at least one [[#Campaigns|Campaign]].
#Add the Feed to the Campaign.
#Select the Campaign from the '''Please select a campaign...''' drop-down menu.

You can show social contacts that are in specific states (Open, Draft, Handled, or Discarded). You can also open [[#Settings|Settings]] to set your chat alias, to show only those social contacts with specific tags, or to enable training mode for a Bayesian filter. You can also enable Accessibility in the Agent Chat UI from the Settings page.

The SocialMiner Home tab is dynamic in these ways:

*A bar appears periodically at the top of the page indicating that there are one or more new social contacts in the campaign. You can click the bar to refresh the results, or click the refresh icon in the upper-right corner of the window.
*State changes and new tags made by one agent are immediately visible to all agents working in that campaign.

'''VIDEO:''' View a [http://www.youtube.com/watch?v=iteoPj6B52g&hd=1 video] about handling social contacts on the Home tab. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

[[#CONTENTS|'''Back to Contents''']]

== What is a Social Contact? ==

The term Social Contact refers to a post collected by SocialMiner. A social contact can be a Chat, a Tweet, a Facebook wall post, a Blog, or a Forum post.

For example:

#When a customer tweets and the tweet matches the Feed criteria of SocialMiner campaign, that tweet is captured by SocialMiner and stored in the datastore as a social contact.
#An agent's reply to that tweet is captured and saved as another social contact.
#The customer reply to the agent's reply is captured as a third social contact.

A social contact remains in the datastore until it is [[#Purge_Settings|purged]].

SocialMiner stores the following for each social contact:

*Author—the username of the person who posted
*Creation Date—date stored in SocialMiner
*Title-the title of the post
*Description-the nature of the social contact text
*Published Date—date it was published on the Internet (Not all feeds have this.)
*Source type—the type of feed that collected the social contact
*Tags—tags applied by SocialMiner users

[[#CONTENTS|'''Back to Contents''']]

== Reviewing Social Contacts By State ==

A social contact can be in one of five states: Unread, Reserved, Draft, Handled, and Discarded. Use the drop-down on the Home tab to show contacts in a specific state:

'''Show Open''' - Open social contacts are those in the ''Unread'' or the ''Reserved'' state that have not yet been acted on. All social contacts captured by SocialMiner are initially in the Unread state.

'''Show Draft''' - Displays the Twitter and Facebook social contacts that have had draft responses saved for review, but the responses have not yet been sent.

'''Show Handled''' - These social contacts have been handled by an agent. If the social contacts are from an RSS feed, the agent has opened them. If the social contacts are from a Twitter or Facebook feed, the agent has replied to them.

'''Show Discarded''' - These social contacts have been discarded either by an agent (perhaps because no response was required) or - for chat social contacts only - by the system (if the maximum number of simultaneous chats has been exceeded). Discarded contacts remain in the system until they are deleted by the next [[#Purge_Settings|purge.]] (Administrators can find the total amount of system-discarded chats using the Serviceability API.)

When a user hovers over the social contact state indicator, a tool tip opens to say why the social contact is in that state.

== Working with Social Contacts ==

A social contact state can be changed by any user by clicking the social contact state button. The name of the last user to change a state appears next to the social contact as soon as the change occurs: for example, ''Discarded: User2''.

State changing can be done by different agents. For example, Agent1 can reserve a social contact, and Agent2 can handle it.

To undo a state change; show the list for that state, locate the social contact, and click the icon again to reverse the state.

For example, if you set a social contact to Handled and then change your mind about handling it:

#Select '''Show Handled'''.
#Locate that social contact.
#Click the Handle icon. This removes the social contact from the Show Handled list immediately. The social contact is returned to the Show Open list within a few seconds with an Unread status.

Social contact state is universal across the SocialMiner system. For example, if one user handles a social contact, the social contact appears as handled in the browser interface for all other users. This also occurs if the social contact appears in multiple campaigns.

When a chat session ends, the state change buttons for the Social Contact become inactive and are greyed out.

[[#CONTENTS|'''Back to Contents''']]

== Searching Social Contacts ==

The Search tab enables users to search for specific social contacts on SocialMiner.

[[Image:searchtab.png|450px]]

Open the search interface by clicking on the Search tab and type text into the search box for a default search of all fields. Wildcard-based searches using "?" (for a single character) and "*" (for multiple characters)are allowed.

When you start to type, a drop-down list of searchable fields is presented. Select the specific field you wish to search and enter a term (or more than one term enclosed in quotes) beside the field name.

Certain characters are special and cannot be included in the default search unless they are escaped -- meaning either enclosing them in quotes or proceeding them with a backslash. For example, if you want to include the character + in your search, you need to enter \+ or "+". The same is true for the colon (:). For example, to include a URL starting with http:// in your search, enter http\:// or http":"// to have it recognized. (For a full list of all special characters, see the [http://wiki.apache.org/solr/SolrQuerySyntax Solr wiki].)

SocialMiner also allows for a combination of default and field-specific searches using AND and OR operators.

For example, to search for a social contact that contains the phrase "This is a test social contact" and is authored by John Smith, you can search on:

*sc.author:John* (wildcard in field-based search)
OR
*sc.author:"John Smith" AND test social contact (a mix of field-based search and default search)
OR
*test social (just the default search)

Search results are displayed similarly to campaign results. There is more information displayed in both the search and campaign results for Chat social contacts than other social contact types.

[[Image:searchresults.png|500px]]

The title of any Chat social contact is an active link if a transcript has been saved. Click on the link to open a window displaying the chat transcript. (The chat transcript only becomes available once a chat session is closed. If one party in the chat does not close their window, then the system cannot generate the transcript until the inactivity timeout expires.)

[[Image:chattranscriptpopup.png|300px]]

[[#CONTENTS|'''Back to Contents''']]

== Replying to Social Contacts from the Home Tab ==

SocialMiner lets you reply to social contacts using [[#Reply_Templates|Reply Templates]]. There are three system-defined templates: Cisco Twitter, Cisco Facebook, and Cisco Chat. The SocialMiner Administrator can add custom reply templates.

You can select only one reply template per feed on the Add/Edit Feed page for each Feed Type.

*[[#Replying_to_a_Chat|Replying to a Chat]]
*[[#Replying_to_a_Twitter_Social_Contact|Replying to a Twitter Social Contact]]
*[[#Replying_to_a_Facebook_Fan_Page|Replying to a Facebook Fan Page]]
*[[#Replying_to_an_RSS_Social_Contact|Replying to an RSS Social Contact]]

 

=== Replying to a Chat ===

When a customer submits a chat form, a new social contact opens in the chat campaign, and the customer enters a chat room and waits for an agent. The agent who clicks the Reply icon for that social contact launches the Chat reply template and enters the chat room where the customer is waiting.

The agent types in the text-entry area and presses Enter.

The customer sees the agent's message and enters a response.

To reply to a chat using the Cisco Chat reply template:

'''1.''' Select a social contact generated from a chat. Click the Reply icon. The chat room opens to show the customer's name and any Extension Field data in the left panel.

'''2.''' Type a remark in the lower right panel and press ENTER to begin the dialog.

=== Replying to a Twitter Social Contact ===

There are multiple ways to reply to a Twitter social contact:

*Direct-message the author of the Tweet.

*Create an "@" reply that is viewable to everyone on Twitter.

*Configure the feed to respond with the Cisco Twitter reply template, which lets you follow the recipient of the message if you are not currently following them.

To reply to a tweet using the Cisco Twitter reply template:

'''1.''' Select a Twitter Account social contact and click Reply. The Cisco Twitter template opens and provides the following fields:

*Account: Select the Twitter Account from which you are replying. All Twitter Accounts configured on this system appear in the dropdown menu.
*Once the account is selected, the system checks the Follow status of the intended recipient. If the account is not already following the recipient, you can click Follow to begin following.
*The conversation history of the social contact is listed below the selected social contact. You can reply, retweet, or Direct Message to any tweet in the conversation. The social contact that was originally reserved is marked as handled even if you do not reply to the most recent tweet in the conversation. The status of the other social contacts (tweets) in the conversation does not change.
*Select the type of reply: either Direct Message, retweet, or reply. A pop-up text box appears where you can enter your message. Note: You can only Direct Message a Twitter user if the intended recipient is following you. Replies and retweets are posted to the timeline of the Twitter account. A Direct Message is sent directly to the poster of the tweet.
*Enter your reply in the pop-up text box. Text input is limited to 140 characters. The current character count is listed at the upper right of the text box.

'''2.''' Click Tweet, Retweet, or Send to send the response (depending on the type of reply selected) or, for replies and direct messages, click Save Draft to save the response for review and then send it later. If you save a draft message, it is marked as Draft and can be found under the Show Drafts menu. Once the response has been sent, the social contact is marked as Handled.

The reply template is customizable. The instructions above pertain to the default Cisco Twitter template. If your administrator has provided a custom reply template, the steps for replying may differ. [[Image:CampaignResultsCiscoTwitterReply.png|thumb|center|450px]]

 [[#CONTENTS|'''Back to Contents''']]

=== Replying to a Facebook Fan Page ===

To reply to a Facebook fan page:

*Click the link on the social contact to open the post or comment and enter your comment.

*Configure the feed to use the Cisco Facebook reply template and respond directly to the Fan Page from SocialMiner.

Facebook accepts content from a Facebook Reply Template only if the person who [[#Facebook_Fan_Page_Feed_Type|added the Facebook Fan Page feed]] received authorization from Facebook by clicking '''Get Post Authorization'''. Facebook ensures that the user is a fan of the page and has permission to post.

'''1.''' Select a Facebook social contact. Click the Reply icon.

The Cisco Facebook Reply form opens to show

*The name of the person who posted or commented on the Facebook page
*A text area for your comment
*A Like indicator

If you have never replied, or if you have previously replied with an Unlike, the template shows Like. If you have previously replied with Like, the template shows Unlike. You can reply without selecting Like or Unlike.

'''2.''' Click Send to send the reply or click Save Draft to save the response for review and then send it later. If you save a draft message, it is marked as Draft and can be found under the Show Drafts menu. Once the response has been sent, the social contact is marked as Handled.

The instructions above pertain to the default Cisco Facebook reply template. If your SocialMiner Administrator has created and configured a custom reply template for Facebook, the steps for replying may differ.

[[#CONTENTS|'''Back to Contents''']]

=== Replying to an RSS Social Contact ===

You cannot reply directly to a social contact from an RSS feed. You can, however, tag the RSS contact and set notifications so that an agent receives an email or an Instant Message for the social contact.

[[#CONTENTS|'''Back to Contents''']]

= Tagging Social Contacts =

Tags are labels that allow you to categorize social contacts, to track workflow, and to set up [[#Notifications|notifications]].

For example, all social contacts that mention billing concerns could be tagged with Billing. You could then set up notifications to email social contacts with that tag to Customer Service.

You can tag similar social contacts with the same tag, then use the [[#Settings|Settings page]] to filter the list of social contacts to show only social contacts with a particular tag.

[[#CONTENTS|'''Back to Contents''']]

'''Adding Tags'''

When you hover over a social contact, you see a text box and a '''Tag''' button.

To enter a tag, click the text box and type the tag. Then press '''Enter''' or click '''Tag'''. The new tags are immediately visible to all users who view that social contact. You can add a maximum of 20 tags to a social contact. Use commas to separate multiple tags.

Social contacts are not duplicated even when they appear in multiple campaigns. When a user tags a social contact in one campaign, the tag appears to other users who are viewing that social contact from another campaign.

[[#CONTENTS|'''Back to Contents''']]

'''Suggested Tags:'''

A maximum of 10 common or recently used tags for the selected campaign appear as 'suggested tags' links to the right of the Tag button. You might need to click Refresh to see newly-added suggested tags. To add one or more of these suggested tags to the social contact. click the link for the suggested tag. These suggestions provide one-click tagging for commonly used tags. The suggestions are specific to the campaign, not to the entire SocialMiner system, and are only updated on a refresh.

[[#CONTENTS|'''Back to Contents''']]

'''Deleting Tags'''

To delete a tag from a social contact, click the small, grey x at the right of the tag name.

'''Automatic Tags''' You can also configure up to 10 automatic tags for a feed. All social contacts pulled in for that feed have these auto-tags. See [[#Automatic_Tags_for_Feeds|Automatic Tags for Feeds]].

'''VIDEO''': View a [http://www.youtube.com/watch?v=Sy6CIKDyYIM&hd=1 video] about using tags. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

[[#CONTENTS|'''Back to Contents''']]

= Settings =

Click the Settings icon at the top right of the Home tab open the Settings page.

[[Image:homesettings.png|thumb|center|450px]]

Use this page to set your chat alias, to enable or disable the Accessibility feature on the agent chat interface, to show or hide social contacts by tag, and to enable training for a [[#Bayesian_Filters|Bayesian filter.]]

The default chat alias value "Agent" can be changed to a string of up to 40 characters (stored in the browser as a cookie). Agents use this value to define how they will be identified to users.

The Chat interface supports accessibility by using the JAWS ‘highlighted text’ functionality. With JAWS configured to read highlighted text and Accessibility mode enabled, incoming chat messages and other events are highlighted briefly so JAWS can announce them.

Click on the check the box to enable or disable the Accessibility feature in the agent chat interface.

Although tags and Bayesian filters are global (all users can see them), settings are user-specific. Your changes to Settings determine what ''you'' see for the campaign but do not do not effect what others see in the campaign.

[[#CONTENTS|'''Back to Contents''']]

= Training Bayesian Filters =

If you have [[#Filters|added a Bayesian filter]], you can select it on the Settings page to activate training mode.

'''None''' is the default on the Settings page. Selecting a Bayesian filter enables filter training and changes the campaign display on the Home tab to show Plus (+) and Minus (-) training buttons for each social contact.

*Click the Plus button to mark the social contact as being "in" this filter. (This tells SocialMiner: Keep social contacts similar to this one. Do not filter out social contacts like this.)

*Click the Minus button to mark this social contact as "out" of this filter. (This tells SocialMiner: Do not include social contacts like this one.)

To disable training mode, return to the Settings page and select ''None''.

Training settings are user-specific. Your changes to enable training mode do not effect what others see for the campaign.

[[#CONTENTS|'''Back to Contents''']]

= Feeds =

[[Image:SocialMinerfeeds854.png|thumb|right|228px|SocialMinerfeeds854.png]]

Topics:

*[[#Feed_States|Feed States]]
*[[#Adding_and_Editing_Feeds|Adding and Editing Feeds]]
*[[#Adding_Feeds_using_the_Feed_Bookmarklet|Adding Feeds using the Feed Bookmarklet]]
*[[#Feed_Types|Feed Types]]
**[[#RSS_and_Authenticated_RSS_Feeds|RSS and Authenticated RSS Feeds]]
**[[#Facebook_Fan_Page_Feed|Facebook Fan Page Feed]]
**[[#Push_Feed|Push Feed]]
**[[#Chat_Feed|Chat Feed]]
**[[#Twitter_Account_Feed|Twitter Account Feed]]
**[[#Twitter_Stream_Feed|Twitter Stream Feed]]
**[[#Twitter_Search_Feed|Twitter Search Feed]]
*[[#Polling_Interval_for_Feeds|Polling Interval for Feeds]]
*[[#Minimum_Age_for_Feeds|Minimum Age for Feeds]]
*[[#Automatic_Tags_for_Feeds|Automatic Tags for Feeds]]
*[[#Extension_Fields_in_Push_and_Chat_Feed_Sample_Code|Extension Fields in Push and Chat Feed Sample Code]]
*[[#Deleting_Feeds|Deleting Feeds]]

 The Feeds gadget is on the SocialMiner Configuration tab.

A '''Feed''' is a stream of social contacts coming from a single source. Setting up feeds is a foundational step for your SocialMiner system. You see no social contacts on the Home tab until you configure at least one feed and add it to a campaign.

'''Note''' If your server is behind a firewall, the administrator may need to configure SocialMiner to use a proxy to reach the Internet. See [[#Proxy_settings|Proxy Settings]].

'''Note also that''': SocialMiner uses a process called de-duplication to automatically remove duplicate social contacts. For example, if a user configures several ''overlapping'' feeds that capture the same result, then SocialMiner does not capture the same social contact twice. The de-duplication functionality relies on the unique URL of the post. For example, each Tweet or blog has a unique URL. Before SocialMiner creates a new social contact in the datastore, it verifies that the URL of that social contact is not already in the datastore.

[[#CONTENTS|'''Back to Contents''']]

== Feed States ==

Icons are used as visual indicators to display the state of each feed. Hover the cursor over the icon to display a tool tip that explains the state.

== Adding and Editing Feeds ==

To create a feed, click '''Add''' in the feed list view. To edit the settings for a feed, click its name.

Select the feed type and complete the fields for the feed type. The fields vary by feed type.

Social contacts retrieved by feeds are time-limited by the number of days defined in the Purge Social Contacts older than (days) setting of the [[#Purge_Settings|Purge Settings tool]]. (This tool is on the Administration tab and is used by the SocialMiner Administrator only.) The default is to retain social contacts for 30 days.

If you change a feed (for example, to rename it, change the URL, or change the polling interval), you do not need to re-add it to the campaign.

[[#CONTENTS|'''Back to Contents''']]

== Adding Feeds using the Feed Bookmarklet ==

[http://en.wikipedia.org/wiki/Bookmarklet Bookmarklets] are "smart bookmarks" that include JavaScript. Creating a feed using the Feed Bookmarklet is a one-click method for adding feeds to SocialMiner and eliminates the need to complete fields on the Add Feed form and to copy/paste the URL.

'''To get and use the Bookmarklet:'''

1. From the Feed Configuration gadget, drag the ''Feed Bookmarklet'' link at the bottom of the gadget to the Mozilla Firefox Bookmarks toolbar. (If you click the Feed BookMarklet link directly, you see a message instructing you to drag the link to the toolbar.) The Feed Bookmarklet remains on the toolbar unless you delete it, although there is no reason to do so.

2. Navigate to a Twitter ad-hoc or saved Search result page or to a website with RSS feeds.

'''Note: Although Twitter does still support search results in the form of an RSS feed, it is deprecated by Twitter and may be removed in the future. See the latest Release Notes and watch for notification of any Cisco Options Package files for more information on this issue.'''

3. From that page, click the Feed Bookmarklet bookmark that you dragged to the Bookmarks toolbar. A message displays if the page has no feeds.

4. If you are prompted to log in, enter your SocialMiner login credentials. You must authenticate once per browser session.

5. For Twitter Searches, a SocialMiner window opens indicating that a feed for the search was saved, along with the Name and URL of the feed. If the feed was not saved, you see a message indicating the problem.

6. For websites with RSS feeds, the SocialMiner window captures all feeds on the page and filters them with icons indicating whether they are standard feeds or possible feeds.

*A green checkmark displays for standard feeds. SocialMiner qualifies RSS feeds as "standard" when their URLs are indicated as such by the website.
*A blue question mark indicates that the feed is possibly an RSS feed, but may not be. SocialMiner qualifies RSS feeds as "possible" when their URLs simply contain "rss", "atom", or "feed".

Some URLs may be filtered out of the list even if they meet the above criteria—for example, they will not be captured and displayed if they include embedded scripting.

7. Click the link that you want to add as a feed. The SocialMiner window updates to indicate that the feed was saved, along with the Name and URL of the feed. You see an error message if there was a problem saving the feed.

8. Close and re-open the Feed Bookmarklet for each URL in the list that you want to save. You see an error if you try to save a duplicate feed (a feed with the same Name as one that is already saved).

9. After saving a feed, navigate to the SocialMiner Configuration tab. The feed displays in the Feed gadget list. Feed names are truncated at 85 characters.

10. Proceed as you would with any feed to edit the name, description, polling interval, and minimum age; and to add automatic tags. RSS feeds created using the bookmarklet default to "No Reply Template". Twitter Search feeds created using the bookmarklet default to the "Cisco Twitter" reply template.

11. Add the feed to a campaign.

[[#CONTENTS|'''Back to Contents''']]

== Feed Types ==

SocialMiner supports the following types of Feeds. Each feed type has unique settings, which are described in the sections below:

*[[#RSS_and_Authenticated_RSS_Feeds|RSS and Authenticated RSS]]
*[[#Facebook_Fan_Page_Feed|Facebook Fan Page]]
*[[#Push_Feed|Push Feed - SocialMiner Administrator only]]
*[[#Chat_Feed|Chat Feed - SocialMiner Administrator only]]
*[[#Twitter_Account|Twitter Account]]
*[[#Twitter_Stream_Feed|Twitter Stream - SocialMiner Administrator only]]
*[[#Twitter_Search_Feed|Twitter Search]]

=== RSS and Authenticated RSS Feeds ===

RSS is one of the simplest and most widely-available means for SocialMiner to capture social contacts, because there are many forum and blog sites that support [http://en.wikipedia.org/wiki/RSS RSS]. You can create an RSS feed as described below; you can also create a feed using the [[#Adding_Feeds_as_Bookmarklets|Feed Bookmarklet]].

SocialMiner supports the following RSS Feed standards:

*[http://validator.w3.org/feed/docs/rss1.html RSS 1.0]
*[http://validator.w3.org/feed/docs/rss2.html RSS 2.0]
*[http://tools.ietf.org/html/rfc4287 ATOM 1.0]

The Authenticated RSS feed type is similar to RSS but requires [http://en.wikipedia.org/wiki/Basic_access_authentication basic authentication]. The username and password are encrypted and stored in the SocialMiner configuration database.

'''VIDEOS:'''

*View a [http://www.youtube.com/watch?v=YneS1h1catg&hd=1 video] about adding RSS Feeds.
*View a [http://www.youtube.com/watch?v=L9YhIEpKC5c&hd=1 video] about adding Authenticated RSS Feeds.

Although these videos were created for an earlier version of SocialMiner and show an older user interface, they present accurate information.

[[#CONTENTS|'''Back to Contents''']]

'''About Paging from RSS Feeds'''

SocialMiner does not support the reading of multiple "pages" from an RSS feed. SocialMiner captures the posts that are presented on the first (main) page returned by a site. This limitation prevents the system from capturing posts prior to the current page of results and allows SocialMiner to capture all results going forward as long as the site generates a page or less of results in each interval.

Some sites allow the URL to specify the number of results on a page. If you use this feature to set the number of results to return and you also regulate the polling interval, you can optimize system performance and reduce load on the site, while ensuring all posts are captured.

'''Configuring RSS and Authenticated RSS'''

To configure an RSS or Authenticated RSS feed:

#Access the Feed gadget.
#Click Add.
#Select RSS or Authenticated RSS feed type, and enter the following fields:
##Type—Required
##Name—Required
##Description
##URL—Required. This must be a valid RSS Feed
##Username—Username for the feed. Required for Authenticated RSS feed. Not Applicable to RSS Feed.
##Password—Password for the feed. Optional for the Authenticated RSS feed. Not Applicable to RSS Feed.
##[[#Polling_Interval_for_Feeds|Polling Interval]]—Number of minutes to wait between refreshing this feed.
##[[#Minimum_Age_for_Feeds|Minimum age]]—The number of hours old a post must be before it is included as a result. This lets you exclude recent posts.
#Optionally, provide [[#Automatic_Tags_for_Feeds|Automatic Tags]] for the feed.
#Click '''Save''' to save the feed.

[[#CONTENTS|'''Back to Contents''']]

=== Facebook Fan Page Feed ===

'''About Facebook Fan Page Feeds'''

The Facebook fan page feed type captures all posts and comments published on your Facebook Fan Page wall.

Facebook wall posts and comments are captured by SocialMiner and rendered in a time-sorted stream. This rendering differs from the standard Fan Page layout. The goal of this layout is to ensure that 100% of the wall posts and comments are noticed by the consumer of the results. It is more difficult to achieve this goal when viewing the wall posts and comments directly on Facebook, as they are grouped by wall post instead of time-sorted.

When displayed in SocialMiner, Facebook wall posts and comments are differentiated by the format of the title:

*Facebook post from [first name] [last name]

*Facebook comment from [first name] [last name] for "[post]"

The link in the title provides a direct link to the wall post on Facebook. Note that Facebook does not anchor comments, therefore the link takes the browser to the wall posts to which the comment refers and not directly to the comment.

'''SocialMiner requires a clean Fan Page "Vanity URL".''' Facebook appends certain parameters to a URL depending on how you navigated to the URL. For example, when you find the Cisco Contact Center Fan Page through Facebook search, you see this URL: http://www.facebook.com/#!/CiscoCC?ref=ts. However the direct URL for the fan page is http://www.facebook.com/CiscoCC. This base URL is what Facebook refers to as the "Vanity URL". The name "CiscoCC" was registered by the administrator of this page.

Some Fan Pages have a number instead of a text name (this is not common). These are pages that have not yet registered a Vanity URL. In this case, the URL with the number satisfies the requirements of SocialMiner configuration.

 '''Configuring a Facebook Fan Page Feed'''

To configure a Facebook Fan Page feed:

#Access the Feed gadget.
#Click Add.
#Select Facebook Fan Page feed type, and enter the following fields:
##Type—Required
##Name—Required
##Description
##URL—Required. This must be a valid Facebook Fan page The URL must start with <tt>http://www.facebook.com</tt>
##[[#Polling_Interval_for_Feeds|Polling Interval]]—Number of minutes to wait between refreshing this feed.
##[[#Minimum_Age_for_Feeds|Minimum age]]—The number of hours old a post must be before it is included as a result. This allows you to exclude recent posts.
##Reply template—The reply template to be used for replying to social contacts obtained from this feed. Defaults to the Cisco Facebook Reply Template.
##Optionally, provide [[#Automatic_Tags_for_Feeds|Automatic Tags]] for the feed.
#Click '''Save'''.
#Save redirects you to request authorization from Facebook to allow SocialMiner to access the fan page.
#Sign in to Facebook with your organization's username and password and then click '''Allow''' to allow the SocialMiner to access the Facebook Fan Page.
#Successful Authorization creates and saves the feed.

 '''Edit a Facebook Feed'''

To edit a feed, simply click on the feed name, make the change, and click '''Save'''.

When you edit a Facebook feed, there are three buttons: '''Cancel''', '''Save''', and '''Reauthorize and Save'''.

If the icon next to a Facebook feed is red and the hover text for that icon reports authorization issues, open the Feed as if to edit it and click '''Reauthorize and Save''' to initiate the Facebook authorization process.

 Posted replies will appear as being from the user who authenticated the posting. For example, if the posting was authorized by the Facebook account for Harrison Dental and employee Dr. Lee replies to a social contact, her reply is from Harrison Dental and not from her own Facebook account.

[[#CONTENTS|'''Back to Contents''']]

=== Push Feed ===

The push feed type allows you to "push" social contacts directly to SocialMiner through HTTP GET requests. A push feed is an interface for generating a social contact through a web form. For example, you might want to create a social contact to test the routing of email notifications. You might also want to create a social contact for a response to a feedback form on your website.

Using the Feed gadget, create a new feed and select the Push feed type.

The SocialMiner Administrator can add, edit, and delete Push Feeds. Non-administrators can only see Push Feeds on the Configuration tab and can use them (add them to campaigns).

1. Enter or edit the following fields.

*Type—Required
*Name—Required
*Description
*Reply template - The reply template to be used for replying to social contacts obtained from this feed.
*Optionally, provide [[#Automatic_Tags_for_Feeds|Automatic Tags]] for the feed.

2. Save the Push Feed.

3. Click the saved Push Feed from the list of Feeds to open it in Edit mode.  You see a '''Sample Code''' link which contains working HTML code containing the correct IP address and feed id values for the instance you are working on. It also displays the form fields you need to get from the user and some examples of optional fields you can include. The required fields are Title and Author. The optional fields are Description, Tags, and  [[#Extension_Fields_in_Push_and_Chat_Feed_Sample_Code|Extension Fields]].

In the following example, we use extension fields ‘Remarks’ and ‘Yours’. 
<pre><style type='text/css'>span { display: inline-block; width: 100px; }</style>
<form action='http://10.86.141.251/ccp-webapp/ccp/pushfeed/100011' method='get'>
'''Title''':<input type='text' name='title' /> 
'''Author''':<input type='text' name='author' /> 
'''Description''':<input type='text' name='description' /> 
'''Tags''':<input type='text' name='tags' /> 
'''Remarks''':<input type='text'name='extensionField_remarks'/> 
value='sample value' /> 
'''Yours''':<input type='text'name='extensionField_yours'/> 
value='your value' /> 

<input type='submit' value='Submit'/>
</form>
</pre>
4. Copy the code from the '''sample code''' link and save it as HTML. Edit the fields; then click Submit from the HTML form.

The code is authenticated against SocialMiner, and a URL to the new social contact is returned. The social contact will appear in the campaign that includes the Push Feed. [[Image:Samplepushfeed.png|thumb|right|320px|Samplepushfeed.png]]

 If the tags in the Push feed code are associated with notification rules, the notifications will trigger immediately when the social contact is submitted.

You can have multiple independent Push feeds on one SocialMiner system.

The Push Feed must be associated with a campaign in order to activate. As a best practice, create a test campaign prior to testing your Push Feed.

 [[#CONTENTS|'''Back to Contents''']]

=== Chat Feed ===

A chat feed is a variation of push feed that contains sample HTML code for the fields a customer sees in a click-to-chat request form. When the customer clicks to chat and submits the form, a social contact is created and added to the campaign for the chat feed. SocialMiner displays a welcome screen, sets up a chat session for that social contact, and logs the user represented by that social contact into the chat session.

The SocialMiner administrator can add, edit, search, and delete Chat Feeds as well as set the values for the Chat join and Chat inactivity timeouts. These values are set on a feed by feed basis.

Users can see Chat Feeds on the Configuration tab and can use them (add them to campaigns). Using the Feed gadget, create a new feed and select the Chat feed type.

VIDEO: View a video [http://youtu.be/-KvMAhnQhQ4] about how to set up a Chat Feed.

1. Enter or edit the following fields.

*Type—Required
*Name—Required
*Description
*Chat join timeout-Defines how long the system waits for an agent to join the chat during the setup process before sending the customer the chatAgentJoinTimeout message (see below).
*Chat inactivity timeout-Defines how long the system waits before automatically closing the chat session if there is no customer activity.
*Reply template—Select '''Cisco Chat'''.
*Optionally, provide [[#Automatic_Tags_for_Feeds|Automatic Tags]] for the feed.

2. Save the Chat Feed.

3. Click the saved Chat Feed from the list of Feeds to open it in Edit mode.

4. Click the '''Sample Code''' link to open sample code that contains working HTML with the form fields you need to make the POST request for the chat feed.

5. Save the code from the '''Sample Code''' link locally and modify it as needed.

6. Add the HTML to your website.

*The HTML code from the Sample Code link includes the SocialMiner server IP address and feed ID (100045 in the following example). If you have multiple chat feeds, the Feed ID will be different for each one, so be sure to copy the sample code from the correct chat feed.
*The code also contains form fields  Title, Author, Description, and Tags and three extension fields.
*In general, extension fields are a collection of custom name/value pairs that can be added to social contacts and are subsequently displayed in the Agent Chat user interface. The Remarks extension field appears in the form. The name of the field and the value entered by the customer are added to the social contact and are displayed to the agent.
*Four hidden extension fields are special extension fields used to customize the Customer Chat user interface – they are not added to the social contact and therefore are not displayed in the Agent Chat user interface.
**extensionField_chatAgentJoinTimeOut
**extensionField_chatError
**extensionField_chatLogo
**extensionField_chatWaiting

During the chat setup process, if no agent responds before the chat join timeout, the customer is sent a message (defined in extensionField_chatAgentJoinTimeout) indicating that they can continue waiting or try again later.

Replace “./img/ciscoLogoColor.png” with the location of your own logo and replace the default text strings with the messages you want the customer to see for each circumstance. '''Note:''' Users must localize the messages in the sample form in order for it to appear appropriately in their customer chat interface.

*The sample code also includes a button to Submit.

Here is an example of the SocialMiner code for a Chat Feed. This example is for illustration purposes only - do not copy and paste from this example as the server address and Feed ID will not be appropriate for your instance.  Always use the code from the Sample Code link. 
<pre><style type='text/css'>span { display: inline-block; width: 100px; }</style>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8">
<form action='https://<SocialMinerServer>/chatproxy/api/chat/form/100045' method='post'>
Title:<input type='text' name='title' /> 
Author:<input type='text' name='author' /> 
Description:<input type='text' name='description' /> 
Tags:<input type='text' name='tags' /> 
Remarks:<input type='text' name='extensionField_remarks' value='sample value' /> 
<input type='submit' value='Submit'/>
<input type="hidden" name="extensionField_chatLogo" value="./img/ciscoLogoColor.png">
<input type="hidden" name="extensionField_chatWaiting" value="Welcome, please wait while
we connect you with a customer care representative.">
<input type="hidden" name="extensionField_chatAgentJoinTimeOut" value="All customer care representatives
are busy assisting other clients. Please continue to wait or try again later.">
<input type="hidden" name="extensionField_chatError" value="Sorry, the chat service is currently not
available. Please try again later.">

</form>
</pre>
  [[Image:Samplechatfeedform.png|thumb|none|313px|Samplechatfeedform.png]]

 When a user completes and submits the form, a URL to the new social contact is returned. The user sees an interface with the welcome message.

If no agent picks up the chat before the first timeout, the message changes to to indicate no agent is available.

If the system reaches the second timeout before an agent picks up the chat, the user receives the chat error message and a tool tip (displayed when hovering over the information icon) indicates why the chat failed.

 

==== Modifying the Sample code for a Chat Feed ====

You can

*Modify the content within the span tags.

*Add additional [[#Extension_Fields_in_Push_and_Chat_Feed_Sample_Code|Extension Fields]].

You cannot delete the title or author.

 '''Example of a Modified Form:'''

In this modified form, The label for "Title" was changed to "My Issue". The label for "Author" was changed to "My Name". "Description" was removed. The "Remarks" extension field was removed, and three extension fields were added: "My Preferred Language", "My Phone", and "My Email".
<pre><style type='text/css'>span { display: inline-block; width: 100px; }</style>
<form action='https://10.86.141.251/chatproxy/api/chat/form/100051' method='post'>
My Issue:<input type='text' name='title' /> 
My Name:<input type='text' name='author' /> 
Tags:<input type='text' name='tags' /> 
My Preferred Language:<input type='text' name='extensionField_remarks' value='enter language' /> 
My Phone:<input type='text' name='extensionField_remarks' value='enter phone number' /> 
My Email:<input type='text'name='extensionField_remarks'value='enter email address' /> 
<input type='submit' value='Submit'/>
</form>
</pre>
[[Image:ModifiedChatFeed.png|thumb|none|275px|ModifiedChatFeed.png]]

[[#CONTENTS|'''Back to Contents''']]

=== Twitter Account Feed ===

'''About the Twitter Account Type Feed'''

'''VIDEO''': View a [http://www.youtube.com/watch?v=9sIUUVp-WOo&hd=1 video] about configuring a Twitter Account Feed. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

See also [http://docwiki.cisco.com/wiki/SocialMiner_Twitter SocialMiner Twitter.]

The Twitter Account Feed Type uses the [http://apiwiki.twitter.com/Twitter-API-Documentation Twitter REST API]. This Feed type captures Mentions and Direct Messages for a Twitter account. Twitter Account Feeds include all tweets that include "@USERNAME" and the Direct Messages to the @USERNAME account. This Feed type also captures tweet type, for example "retweet" or "in-reply-to". You can have only one Twitter Account for the same user per SocialMiner system.

The Twitter Account feed is configured using [http://en.wikipedia.org/wiki/OAuth OAuth]. During the feed configuration, SocialMiner redirects the user to Twitter to validate the Twitter account. This provides a security benefit, as using OAuth avoids the storage of the user's Twitter account information on the SocialMiner server. Clicking Save opens the Twitter authentication service in a new browser window. (You may need to authorize pop-ups in your browser.) Follow the directions to authorize SocialMiner to access the Twitter account.

If you are signed in to Twitter using the same account you entered in the Feed configuration, click Allow.

If you are not signed in, you are prompted to enter the Twitter Username and Password for the account. It is also possible that you are logged in to a different Twitter account, such as your personal account. If that is the case, click sign out, then sign in with the correct account and click '''Authorize app'''. After you click Authorize app, the browser window closes and you return to the Feed Configuration gadget with your new feed successfully created.

You have now authorized SocialMiner to access all Twitter functionality for this account.

Based on their authorization, Twitter provides SocialMiner with a key to enable access to the account. SocialMiner will then be able to use the Twitter account. If any issues arise, you can [[#Reauthorize_and_Save_in_Edit_Mode|Reauthorize and Save in Edit Mode.]]

Twitter provides a list of applications (connections) that have been granted access to a Twitter account. A Twitter user can revoke access at any time. See http://twitter.com/settings/connections.

[[#CONTENTS|'''Back to Contents''']]

'''Configuring a Twitter Account Feed'''

1. Access the Feed Gadget.

2. Click Add.

3. Select the Twitter Account feed type, and enter or following fields:

*Type—Select the Twitter Account feed type from the dropdown. Required
*Name—The name of the feed. Required
*Description
*Username—Required. A valid Twitter username for the user you will be posting as. '''Note:''' Only one Twitter Account Feed per Twitter username per SocialMiner server is allowed.
*[[#Polling_Interval_for_Feeds|Polling Interval]]—Number of minutes to wait between refreshing this feed. The recommmended default is 5 minutes.
*[[#Minimum_Age_for_Feeds|Minimum age]]—The number of hours old a post must be before it is included as a result. This allows you to exclude recent posts.
*Reply template—The reply template to be used for replying to social contacts obtained from this feed. Defaults to the Cisco Twitter Reply Template.
*Optionally, provide [[#Automatic_Tags_for_Feeds|Automatic Tags]] for the feed.

4. Click '''Save'''.

'''Save''' redirects you to the Twitter authentication service, which lets you approve using this application with your Twitter account. Follow the directions to enter credentials to authorize access to the Twitter account.

==== Reauthorize and Save in Edit Mode ====

When you edit a Twitter Account feed, there are two buttons: '''Save and Reauthorize''' and '''Save'''.

If the icon next to a Twitter Account feed is red and the hover text for that icon reports authorization issues, open the Feed to edit it. Click Reauthorize and Save to initiate the Twitter authorization process.

If there is no indication that you need to reauthorize but you want to edit the feed for other reasons—for example, to change the Polling Interval—make the change and click Save.

 

=== Twitter Rate Limit ===

Twitter Accounts are [https://dev.twitter.com/docs/rate-limiting/faq rate-limited] by Twitter.

When the Twitter rate limit has been reached, the hover text for the feed warning icon shows text similar to this: "Rate limit reached. Feed will reactivate at 10:39 AM Last successful fetch time was 2 minutes ago, Success rate is 50%.”.

'''Note''': Polling rates have an impact on how quickly a feed reaches it's limit. A default polling rate of 5 minutes is recommended.

[[#CONTENTS|'''Back to Contents''']]

=== Twitter Stream Feed ===

'''About the Twitter Stream Feed'''

'''Important: Only one Twitter Stream per SocialMiner server is supported.''' Your server IP will be blacklisted by Twitter if you configure multiple Twitter Stream feeds. If your IP is blacklisted by Twitter, you must delete all Twitter Stream feeds and wait approximately 2 hours to remove your IP from the Twitter blacklist.

'''The SocialMiner Administrator can add, edit, and delete Twitter Stream Feeds. Non-administrators can only see Twitter Steam Feeds on the Configuration tab and can use them (add them to campaigns).'''

If you require multiple Twitter Streams, you must discuss this need with Twitter or deploy two SocialMiner systems. If you have more than one SocialMiner system going through a single proxy, or you are using some other software system that uses Twitter Streams through that same proxy, your Proxy will be blacklisted by Twitter.

The Twitter Stream feed type uses the [http://dev.twitter.com/pages/streaming_api Twitter Stream API] or what is sometimes referred to as the "firehose" interface on Twitter to provide realtime access to Tweets. This interface provides different capabilities than the [http://search.twitter.com/ Search API.] A benefit of this Twitter Stream is the speed and efficiency of capturing greater tweet volume at faster speeds. There is no polling interval since the interface pushes the Tweets to the SocialMiner server. The Twitter Stream API also provides more meta-data associated with the tweets then the Search API. For example, the Twitter Stream API provides the indication that a Tweet is in-reply-to another Tweet (this is not available via RSS).

There are a couple of downsides to the Twitter stream API. It provides less searching/filtering capability then the search API. The interface supports keyword searching but, for example, it does not support exclusion of keywords. This limited searching capability results in more on-board filtering by the SocialMiner server. Also, the Twitter Stream reply does not provide historical results; therefore downtime in the SocialMiner system could result in missed Tweets. Finally, due to another limitation in the Twitter Stream API, searches in languages that are non-space delimited (such as Arabic, Chinese, and Japanese) return no results. More information on this limitation can be found on the [https://dev.twitter.com/docs/streaming-api/user-streams/suggestions Twitter Developers] site.

 The Twitter Stream API requires authentication. A Twitter account username and password is required to configure this type of feed. '''Note: Twitter only allows one Twitter Stream connection per account'''. If there are unrelated Twitter keyword searches required then you must configure multiple Twitter accounts, since adding unrelated keywords to one stream makes SocialMiner Campaign and Filter configuration difficult.

When Tweets are captured by SocialMiner using the Twitter Stream, the heading in the social contact indicates the type of Tweet. For example, the heading indicates if the social contact is a "Tweet" or "ReTweet" or if it is "in-reply-to". This type of context is not available when capturing Tweets via RSS.

See also [http://docwiki.cisco.com/wiki/SocialMiner_Twitter SocialMiner Twitter.]

 '''Configuring a Twitter Stream Feed Type'''

'''VIDEO''': View a [http://www.youtube.com/watch?v=E_JXmPaNiFk&hd=1 video] about configuring a Twitter Stream Feed. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

1. Access the Feed gadget.

2. Click '''Add'''.

3. Select the Twitter Stream feed type, and enter the following fields.

*Type—Required
*Name—Required
*Description
*Search criteria--a comma separated listed of words to search on. Up to 200 keywords can be defined
for a total limit of 2000 bytes. See the table below for examples of what results you will get when entering different parameters when searching using Twitter Streams.
**Each keyword must be between 1-60 bytes.
**At least one keyword must be defined.
**Commas in the keyword search stand for OR. Spaces in the keyword search stand for AND. You cannot search for exact strings. For example, if you enter "Cisco Telepresence" then the social contact returned contains Cisco and Telepresence in them, but not necessarily the phrase Cisco Telepresence.
**Do Not Use a Space after a Comma. If you use a space after a comma then only the first keyword is matched against.
*Username—Required. A valid Twitter username.
*Password—Required. Password for the Twitter username.
*Reply template - The reply template to be used for replying to social contacts obtained from this feed. Defaults to the Cisco Twitter Reply Template.
*Optionally, provide [[#Automatic_Tags_for_Feeds|Automatic Tags]] for the feed.

4. Click '''Save''' to save the feed.

This table provides examples of what results you will get when entering different parameters when searching using Twitter Streams.

[[Image:Twitterstream.PNG|Twitterstream.PNG]]

[[#CONTENTS|'''Back to Contents''']]

=== Twitter Search Feed ===

SocialMiner users can add, edit, and delete Twitter search feeds and use them in campaigns. The Twitter search feed type allows you to monitor public Twitter time lines for one or more keywords. The Twitter search API requires authentication, so a valid Twitter account username and password is required to configure this type of feed.

'''Configuring a Twitter Search Feed Type'''

1. Access the Feed gadget.

2. Click '''Add'''.

3. Select the Twitter Stream feed type, and enter the following fields.

*Type—Required
*Name—Required
*Description
*Search criteria--Up to 1000 characters are allowed by Twitter to form the search query (including

operators). Twitter may additionally limit queries by complexity.

**At least one keyword must be defined.
**Spaces in the keyword search stand for AND. Use OR between words to search for phrases containing one word or the other. Use quotes to search for exact strings (for example, enter "Cisco Telepresence" to find the phrase Cisco Telepresence).
**Note that Twitter search does NOT use commas to delineate search terms like Twitter stream does. See below for other examples of Twitter searches.
*Username—Required. A valid existing Twitter username.
*Polling interval—Required. The number of minutes to wait between refreshing this feed.
*Reply template - The reply template to be used for replying to social contacts obtained from this feed. Defaults to the Cisco Twitter Reply Template.
*Optionally, provide [[#Automatic_Tags_for_Feeds|Automatic Tags]] for the feed.

4. Click '''Save''' to save the feed. When you click Save, the oAuth process starts similar to Twitter Account.

 '''Editing a Twitter Search Feed'''

When you open a Twitter search feed to edit it, there are two buttons: '''Save''' and '''Reauthorize and Save'''. If the icon next to a Twitter search feed is red and the hover text for that icon reports 'authorization issues', open the feed and click '''Reauthorize and Save''' to initiate the Twitter authorization process. For all other changes to the feed, just edit the fields and click '''Save'''.

 '''Twitter Search Examples'''

The API that the Twitter search feed uses is different than the one that Twitter uses for the Twitter stream feed. Here are some examples of how to find terms using the Twitter search feed.

{| border="1" cellspacing="1" cellpadding="1" width="400"
|-
! scope="col" | Enter this...
! scope="col" | ...to find Tweets
|-
| twitter search
| containing both words "twitter" and "search". This is the default operator.
|-
| love OR hate
| containing either "love" or "hate" (or both).
|-
| beer - root
| containing "beer" but not "root".
|-
| #haiku
| containing the hashtag "haiku".
|-
| from: alexiskold
| sent from person "alexiskold". 
|-
| to: techcrunch
| sent to person "techcrunch".
|-
| @ mashable
| referencing person "mashable".
|-
| superhero since:2010-12-27
| containing "superhero" and sent since date "2010-12-27" (year-month-day).
|-
| ftw until:2010-12-27
| containing "ftw" and sent up to date "2010-12-27".
|-
| movie -scary :)
| containing "movie", but not "scary", and with a positive attitude.
|-
| flight :(
| containing "flight" and with a negative attitude.
|-
| traffic ?
| containing "traffic" and asking a question.
|-
| hilarious filter:links
| containing "hilarious" and linking to URLs.
|-
| news source:twitterfeed
| containing "news" and entered via TwitterFeed.
|}

 

=== Polling Interval for Feeds ===

The ''polling interval'' controls how often the SocialMiner system requests the feed. A shorter polling interval provides more frequent updates but creates more load on the SocialMiner server and on the sites publishing the feed. Some sites may have recommendations or restrictions on frequent polling and could block an application that polls too frequently.

The default SocialMiner polling interval for feeds is five minutes. [[#CONTENTS|'''Back to Contents''']]

=== Minimum Age for Feeds ===

Use the minimum age setting to filter out recent posts.

This feature was implemented for forum sites that publish feeds of "unanswered posts." If you configure the "unanswered posts" feed URL in SocialMiner and set a long Minimum Age, for example 24 hours, the system only captures posts that are both unanswered (based on the RSS feed) and are older than 24 hours (based on the Minimum Age). This offers a simple way to implement the business strategy of light touch forum moderation.

Minimum Age is not applicable for Push Feeds or Twitter Stream Feeds. [[#CONTENTS|'''Back to Contents''']]

=== Automatic Tags for Feeds ===

All feeds support the Automatic tags feature, which allows you to specify up to 20 tags that are applied to new social contacts for a feed across all campaigns that include that feed.

To add an automatic tag to the feed, enter one or more tags into the Automatic Tags text box (separated by commas), then click Add.

To remove an automatic tag from the feed, click the small x next to the tag name. [[#CONTENTS|'''Back to Contents''']]

=== Extension Fields in Push and Chat Feed Sample Code ===

Extension fields are a collection of custom name/value pairs that can be added social contacts using the [[#Push_Feed|Push feed]] and [[#Chat_Feed|Chat feed]] sample code. You can add social contact data to email and IM notifications by including extension fields as [[#Notification_Body_Variables|Notification Body Variables]].

You can add a maximum of 100 extension fields, up to one megabyte of information.

== Deleting Feeds ==

Select the checkbox to the left of one or more Feed Names and click Delete. A confirmation dialog box appears. Click OK to confirm deletion of the selected feed(s).

[[#CONTENTS|'''Back to Contents''']]

= Campaigns =

Topics:

[[#Campaign_List|Campaign List]]

[[#Add_and_Editing_Campaigns|Add and Editing Campaigns]]

[[#Deleting_Campaigns|Deleting Campaigns]]

The Campaigns gadget is on the SocialMiner Configuration tab.

The purpose of a campaign is to group social contacts for handling by the social media customer care team. Social contacts are included in a campaign when one or more [[#Feeds|feeds]] are configured and are selected to be part of the campaign. When a feed becomes part of a campaign, new social contacts that arrive on that feed are immediately added to the campaign and appear on the Home tab. Optionally, campaigns can also have [[#Filters|filters]], which are used to narrow or modify the set of social contacts that are added to the campaign.

Social contacts can be discarded, but they are not actually removed from a campaign until they are [[#Purge_Settings|purged]] or the campaign is deleted.

'''VIDEO''': View a [http://www.youtube.com/watch?v=6B28gxnFYtI&hd=1 video] about Campaigns, Campaign usage, and Campaign configuration. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

[[#CONTENTS|'''Back to Contents''']]

== Campaign List ==

For all SocialMiner campaigns, the Campaign Gadget shows:

*the name of the campaign
*the number of social contacts in the campaign
*a description of the campaign, and
*an RSS feed icon that is a link to the RSS feed ''from'' SocialMiner. The RSS feed allows someone to capture all the social contacts in a campaign using a RSS reader.

This list updates in real time. For example, it updates when another user adds a new campaign to the system, and the social contact count increments when new social contacts are retrieved for a campaign.

[[#CONTENTS|'''Back to Contents''']]

== Adding Campaigns ==

To add a campaign, click Add in the campaign list view. Fill out the following fields, then click Save to save the new campaign.

#Enter a Name (required)
#Enter a Description (optional)
#Use the arrows in the Feeds and Filters panels to move one or several feeds and filters between the Available and Selected panes. You can save a campaign without adding a feed, but no social contacts will be retrieved for a campaign that has no feeds. [[#Filters|Filters]] are optional.
#Click Save.

Note: Once you click Save, the social contacts for the configured feeds are added to the campaign. Once added, social contacts can be discarded but cannot be removed from the campaign except by a [[#Purge_Settings|purge.]] If a feed is removed from a campaign, new social contacts captured by that feed are no longer added to the campaign, but the social contacts previously included are not removed until the purge.

'''Note:''' if a feed is accidentally added to a campaign, and the social contacts must be immediately removed from that campaign, the only recourse is to delete the entire campaign and recreate it.

Adding a feed to multiple campaigns does not duplicate the social contacts in the datastore. The social contacts for that feed are simply counted in both campaigns.

[[#CONTENTS|'''Back to Contents''']]

== Deleting Campaigns ==

To delete a campaign, select the checkbox to the left of one or more campaign names and click Delete. A confirmation dialog box appears. Click OK to confirm deletion of the selected campaign(s). 

[[#CONTENTS|'''Back to Contents''']]

= Filters =

Topics:

*[[#Filter_States|Filter States]]
*[[#Types_of_Filters|Types of Filters]]
*[[#Adding_and_Editing_Filters|Adding and Editing Filters]]
*[[#Deleting_Filters|Deleting Filters]]

A filter modifies and takes action on social contacts as they enter the system and before they appear on the Home tab, allowing the social media customer-care team to focus on the most actionable social contacts.

Filters are run against social contacts as they enter a campaign. Filters do not run retroactively against social contacts that are already in a campaign.

You ''create'' filters in the Filter gadget on the Configuration tab.

You ''apply'' filters to campaigns in the Campaign Gadget by moving them between the Available and Selected panes, similar to adding and removing feeds. SocialMiner allows a total of 20 filters, and you can add a maximum of 10 filters to a campaign. Applying multiple filters to a campaign creates opportunities to layer filtering strategies to fine-tune results.

'''Note:''' When multiple filters are applied to a campaign, they are processed simultaneously. For this reason, you might have unexpected results for social contacts that have been processed by multiple filters.

[[#CONTENTS|'''Back to Contents''']]

== Filter States ==

Icons are used as visual indicators to display the state of each filter. Hover the cursor over the icon to display a tool tip that explains the state.

*A green icon means the filter is working properly.

*A red icon means an error occurred in the filter. Hover over the error icon to display a tool tip with the error text.

'''Note:''' Cisco Support and the SocialMiner Forum on the Cisco Developer Network do not assist with Groovy script issues. Direct all troubleshooting requests to your script developer.

*A blue icon appears during a brief interim state while SocialMiner checks the status of the filter, after which the icon changes to red or green.

[[#CONTENTS|'''Back to Contents''']]

== Types of Filters ==

SocialMiner supports three types of filters:

*[[#Bayesian_Filters|Bayesian]]
*[[#Author_Filters|Author]]
*[[#Script_Filters|Script]]

=== Bayesian Filters ===

'''VIDEO''': View a [http://www.youtube.com/watch?v=a1s5VTPaj6g&hd=1 video] about using Bayesian Filters. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

 The Bayesian filter is a trainable filtering technology based on a [http://en.wikipedia.org/wiki/Bayesian_probability Bayesian] statistical probability model. Bayesian filters are not pre-programmed or configured with business rules. You must apply a Bayesian filter to a campaign and then train the filter to recognize the content of "good" social contacts. When training a Bayesian Filter, you have the option to "train in" or "train out" each social contact in a campaign. After a sufficient amount of training, the filter begins to exclude unwanted social contacts from a campaign. See [[#Train_Bayesian_Filters_on_the_Home_Tab|Train Bayesian Filters on the Home Tab]].

The Bayesian filters can be used to for many reasons.

*A filter can take a broad keyword search and narrow the results down to the posts related to a specific brand. For example, a search for "Finesse" could return posts about hair products, Cisco software, and contract bridge. If the purpose of the campaign is to capture posts about the Cisco Finesse, the Bayesian Filter can be trained to exclude the social contacts about haircare and bridge.

*A filter can be trained to look for social contacts with negative sentiment (or positive sentiment), focusing the work of a customer support or marketing team.

*Filters can also be trained to include or exclude social contacts written in specific languages.

The training includes the complete text of the post, not just certain keywords, and therefore offers much more sophisticated filtering capability then a keyword exclusion approach to filtering.

[[Image:BaysFilter855.png|thumb|right|320px]]

You can train a Bayesian filter using any campaign. Choose a campaign with some social contacts and open the Settings page to select the Bayesian filter you want to train. Then Save and close the Setting page. This puts you in training mode.

The name of the filter you've selected is at the top left of the Home tab, and you see a "+" and "-" button for each social contact. Click the "+" to "Train In" the social contact, indicating that this is the type of contact you would like the Filter to keep in the Campaign. Click the "-" to "Train Out" the social contact, indicating that this is the type of contact you would like the filter to reject.

The training does not impact the campaign until you [[#Add_and_Editing_Campaigns|edit the campaign]] and move the filter from Available to Selected.

As a best practice, create a test campaign that mirrors an existing "in production" campaign. Add several feeds to the test campaign - some that you know will have relevant posts and some with irrelevant posts. Create the filter and set the test campaign to training mode. The more you train the filter, the better the filter will perform, so it is important to do a significant amount of training before applying your filter to the "production" campaign.

[[#CONTENTS|'''Back to Contents''']]

=== Author Filters ===

View a [http://www.youtube.com/watch?v=9RafH_8KV5c&hd=1 video] about using Author Filters. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

 The Author filter allows you to exclude specific social-contact authors. Social contacts posted by an author identified in an Author filter do not enter a campaign. For example, you may want to filter out your own posts or posts from team members.

Configuring an Author filter keeps your posts from showing up in your campaign and therefore reduces the number of posts you need to handle. It also improves the accuracy of the reporting metrics by excluding your own posts.

[[#CONTENTS|'''Back to Contents''']]

=== Script Filters ===

A script filter is custom code that system developers can create in the Groovy Scripting language. A script filter can apply tags, can change content, and can integrate with external systems to leverage services such as performing translation or invoking a Klout score for a social contact retrieved from a Twitter Account feed.

You can upload multiple Groovy scripts and attach each to a SocialMiner Script filter. There are examples of script filters in the SocialMiner Developers Guide and on the Cisco Developer Network (CDN).

The SocialMiner Administrator can add, import, edit, and delete Script Filters. Non-administrators can only see Script Filters on the Configuration tab and can use them (add them to campaigns).

SocialMiner runs scripts in Groovy 1.8.

'''Note:''' During the upload, SocialMiner performs a basic syntactic validation but cannot validate that the script will work as expected. For this reason, test your scripts on a lab system before using them in production. SocialMiner also performs security checks on each script. For example, a script does not run if it shuts down the system, takes longer than 30 seconds to execute, or accesses the SocialMiner file system.

For more on Script Security, see the ''SocialMiner Developer Guide''. Scripts errors are visible when you hover the cursor over the filter icons on the [[#Filters|Filters gadget.]] You can also open the Runtime Error logs in the [[#System_Logs|Log Directory]] to view the list of security breaches. Under the filename "runtime/", open the Error-runtime log and search for SCRIPT_FILTER_EXCEPTION.

[[Image:SocialMinerLogs.png|thumb|none|202px]]

You will be able to upload scripts that fail the security model and apply them to campaigns, but they will have no effect on the social contacts. The [[#Filters|Filters gadget.]] will show a red (failure) icon for the insecure script.

[[#CONTENTS|'''Back to Contents''']]

== Adding and Editing Filters ==

'''To add a Bayesian filter:'''

#Click Add.
#Select Type—Bayesian from the drop-down—Required.
#Enter a Name—Required. Name must be unique.
#Enter a Desciption—Some text to describe this filter.
#Click Save.

'''To edit a Bayesian filter,''' click the filter's name.

'''To add an Author filter:'''

#Click Add.
#Select Type—Author from the drop-down—Required.
#Enter a Name—Required. It must be unique.
#Enter a Description—Some text to describe this filter.
#Authors—Required. Enter an author to exclude from the feed; then click Add, Repeat to add another author.
#Click Save.

'''To edit an Author filter,''' click the filter's name.

[[#CONTENTS|'''Back to Contents''']]

'''To add a Script filter:'''

#Click Add.
#Select Type—Script from the drop-down—Required.
#Enter a Name—Required. It must be unique.
#Enter a Description—Some text to describe this filter.
#Click the Browse/Choose File button—Required. Button name varies by browser. Navigate to the groovy file on your local machine or network. Select it.
#Click Save.

'''To edit a Script filter,''' click the filter's name.

Click the Show Source button to open the groovy script file in a separate window where you can review and select/copy (but cannot edit) the source. You can also upload a new script file in Edit mode. If you do this, you can retain or change the Name and Description, as needed.

[[#CONTENTS|'''Back to Contents''']]

== Deleting Filters ==

Select the check box to the left of one or more Filter Names and click Delete to delete the filter. A confirmation dialog box opens. Click OK to confirm deletion of the selected filter(s).

[[#CONTENTS|'''Back to Contents''']]

= System Administration =

Only the SocialMiner Administrator, who is the Application User created during install time, can use this gadget on the Administration Tab.

[[Image:Systemadmin1111.png|thumb|right|250px]] The System Administration gadget on the Administration tab provides the following system configuration and serviceability tools:

*[[#System_Status_and_Statistics|System Status and Statistics]]
*[[#Active_Directory|Active Directory]]
*[[#Mail_Notifications_Server|Mail Notifications Server]]
*[[#Proxy_Settings|Proxy Settings]]
*[[#XMPP_Notifications_Server|XMPP Notifications Server]]
*[[#Purge_Settings|Purge Settings]]
*[[#Reporting_Configuration|Reporting Configuration]]
*[[#RTMT_Download_Links|RTMT Download Links]]
*[[#Platform_Administration|Platform Administration]]
*[[#System_Logs|System Logs]]

 

== System Status and Statistics ==

The top section of the gadget has three sections of system status and statistical information:

*Version Information showing the Application Software Version (the version of SocialMiner) and the Operating System Active and Inactive Software Versions (the version of the Cisco Unified OS).

*Server status for the main services—Datastore, Indexer, Runtime, and Eventing—and for 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). If the Mail Notifications Server and the external XMPP Notifications Server (used for Instant Messaging notifications) are configured, you also see the status of those servers.

*Three graphical meters showing the number of incoming social contacts per hour, the number of logged-in users, and the disk usage level. The meters help you determine if server is nearing any limits. If a meter is completely red; consider asking users to log out, modifying your feeds to reduce the number of incoming social contacts, or increasing your disk allocation. See the CHAT section for more information on calculating a suitable amount of disk allocation.

[[#CONTENTS|'''Back to Contents''']]

== Active Directory ==

SocialMiner uses Active Directory to manage and administrate 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 be able to access SocialMiner.

The Active Directory connection permits users configured on the AD to access SocialMiner. You can configure the connection to allow all users on the AD to access SocialMiner, or to allow access to only a 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 implement that by configuring SocialMiner to authenticate with a specific role. If SocialMiner is authenticated with a specific Active Directory role, then only those Active Directory users with that role can use SocialMiner.

 To configure Active Directory, open the Administration gadget and click Edit. Enter or modify the following fields. Click Save when finished.

*'''Enabled''': (checkbox) When checked, the Active Directory connection is active. If not checked, then only the administrator can log into SocialMiner.
*'''Host''': Required if Enabled is checked. Provide the Host name or IP address and Port of the Active Directory server.
*'''Port''': Required if Enabled is checked. Provide the port for Active Directory. The default Active Directory port is 3268. If using SSL the default port is 3269.
*'''Use SSL''': (checkbox). Check to use SSL. You must also exchange security certificates with the AD server before SSL can work.
*'''Manager Distinguished Name''': Required if Enabled is checked. Enter the Manager Distinguished Name used to login to the Active Directory server, for example, on a default installation of Microsoft AD, the name is :''<tt>CN=Administrator, CN=users, DC=MYSERVER, DC=COM</tt>''. 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 Active Directory role or Active Directory group of users who are allowed to access SocialMiner. If this setting is blank or * then all users in Active Directory are allowed access to SocialMiner.

[[#CONTENTS|'''Back to Contents''']]

=== Exchanging Security Certificates with AD ===

To enable SSL for the Active Directory 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 Active Directory server:

#Verify that the Active Directory has the Certificate Services service installed.
#Select '''All Programs > Administrative Tools > Certificate Authority'''.
#Expand the domain node and select '''Issued Certificates'''.
#Double click the certificate to open it.
#Open the '''Details''' tab and click '''Copy to file'''.
#An Export wizard opens. In the wizard select '''DER encoded binary'''.
#Use the wizard to select a location to save the file.
#Click '''Finish'''.

On the SocialMiner Server:

#Open the Unified Operating System Administration page. The link is available from the System Administration gadget (on the Administration tab) under the Platform Administration drawer.
#Select '''Security > Certificate Management'''.
#Click '''Upload Certificate'''.
#For the Certificate Name, select '''tomcat-trust'''.
#In the Upload File field, select the file to upload by clicking '''Browse...''' Select the certificate file you saved from the Active Directory server.
#Click '''Upload File'''.
#Restart the Cisco Tomcat service. Using the CLI, run the command utilities service '''restart Cisco Tomcat'''.

[[#CONTENTS|'''Back to Contents''']]

=== Adding Users ===

The Administration user (configured at install) and Reporting user accounts are the only accounts explicitly configured on SocialMiner. The social media customer care representatives are configured in Microsoft Active Directory. As these users sign into SocialMiner, successfully authenticate against Active Directory, and begin to take actions on the system, their actions are associated with their Active Directory User ID.

[[#CONTENTS|'''Back to Contents''']]

== Mail Notifications Server ==

Mail Notifications Server settings allow you to configure the SMTP information for a Mail Notifications Server. You must configure a Mail Notifications server if you intend to use the email notification feature.

To configure the Mail Notifications server, click Edit at the bottom of the Mail Notifications server setting and edit the following:

*Enabled: Check to enable the Mail Notifications server connection
*Mail Notifications Server Host: Required if Enabled is checked. The IP address or Hostname of the Mail Notifications Server.
*Mail Notifications Server Port: Required if Enabled is checked. The port for the Mail Notifications Server. This is set for port 25 by default. The Mail Notifications server may open port 465 instead for SSL/TLS connections. For example, the Gmail SMTP server (smtp.gmail.com) uses port 465.
*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. The following two fields are editable only when Use Authentication is checked.
*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 unchecked. Check this if a secure connection is preferred and is supported by the Mail Notifications Server. The Mail Notifications Server certificate is not validated for this release. You must check this if you are using the Gmail SMTP server (smtp.gmail.com).

Click '''Save''' to save your changes.

[[#CONTENTS|'''Back to Contents''']]

== Proxy Settings ==

[[Image:SocialMinerFeedsProxySettings.png|thumb|right|300px]]

Consult your Network Administrator for the proxy name and port. The same proxy is used across all feeds.

The link for proxy settings is available in the Administration gadget.

To configure the proxy, click the Proxy Configuration link, and edit the following field. Click '''Save''' when finished.

*'''Enable Proxy''' (checkbox)—When checked, feeds are accessed through the provided proxy server.
*'''Hostname'''—Required when Enable Proxy is checked. The IP address or hostname of the proxy server.
*'''Port'''—Required when Enable Proxy is checked. The port for the proxy server.
*'''Exclusion Patterns'''—You can add and remove hostname or IP addresses for servers not requiring a proxy.
**To add an exclusion, type the exclusion into the text box and click Add.
**To remove an exclusion, click the red X to the right of the exclusion.
**Wildcards are supported, for example *.cisco.com excludes all servers with a cisco.com hostname and 10.86.* excludes all IP addresses starting with 10.86

Click Save to save the settings and return to the Feed gadget page.

'''Notes''':

*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 a http/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.

[[#CONTENTS|'''Back to Contents''']]

== XMPP Notifications Server ==

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, click Edit at the bottom of the XMPP Notifications Server setting and edit the following:

*Enabled: Check to enable the XMPP Notifications Server connection
*XMPP Service Lookup: Check to enable XMPP Service Lookup. When enabled, the User Name's domain is used to connect to the correct XMPP Notifications Server.
*XMPP Notifications Server Host: The IP address or Hostname of the XMPP Notifications Server. This does not apply if XMPP Service Lookup is checked.
*XMPP Notifications Server Port: The port for the XMPP Notifications Server. This is set for port 5222 by default. This does not apply if XMPP Service Lookup is checked.
*User Name: The user name (in full JID format, such as user@domain.name), which is used to sign in to the XMPP Notifications Server.
*Password: The password for the above User Name. NOTE: If you change your XMPP password for any reason—intentionally or to comply with network policy—change it here.

Click '''Save''' to save your changes.

Note: A small lock icon appears in the bottom left of the agent chat interface and in the bottom right of the campaign results interface to indicate the status of the XMPP connection. The lock is greyed out of there is no connection.

[[#CONTENTS|'''Back to Contents''']]

== Purge Settings ==

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

'''Important'''! Purge settings take effect as soon as you click '''Save'''. If any of the criteria are met, such as Emergency purge when disk usage exceeds (%), the purge starts immediately.

To configure purge settings, click Edit at the bottom of the purge settings tool and edit the following:

'''DataStore Purge Settings:'''

*Purge Social Contacts older than (days): Social contacts older than this number of days are purged. Values must be integers (no decimals).
*:'''Important!:''' SocialMiner will not retrieve social contacts older than this setting.
*Emergency purge when disk usage exceeds (%): Begin an emergency purge if disk usage exceeds this value. Valid values are 60 - 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.

[[#CONTENTS|'''Back to Contents''']]

'''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 reporting purge starts.

Click '''Save''' to save your changes.

[[#CONTENTS|'''Back to Contents''']]

== Reporting Configuration ==

Reporting configuration allows you to set or change the Informix password for the reporting user. You cannot change the reporting user's username. It is set to "reportinguser".

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, enter a new password in each of the password fields and click '''Save'''.

This section also displays the Reporting Server and Database information. 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).
*Username—The reporting username is fixed at "reportinguser" and cannot be changed.
*Password/Re-enter New Password—The password for the reporting user.

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

[[#CONTENTS|'''Back to Contents''']]

== RTMT Download Links ==

Links are provided to download the Unified Real Time Monitoring Tool (RTMT). SocialMiner uses the same RTMT as the one used for Unified Communications Manager.

Details on Installing and Configuring RTMT can be found on the Cisco web site: [http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/service/8_0_1/rtmt/rtinst.html Installing and Configuring Cisco Unified RTMT]

[[#CONTENTS|'''Back to Contents''']]

== Platform Administration ==

Platform Administration 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''
*''Disaster Recovery System''—Use tools on this interface to back up and restore.

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

 [[#CONTENTS|'''Back to Contents''']]

== System Logs ==

The System Logs tool provides links to access the Log Directory of SocialMiner or to perform a System Health Snapshot.

'''Important!''' Do not click 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.

[[#CONTENTS|'''Back to Contents''']]

= Notifications =

Only the SocialMiner Administrator, who is the Application User created during install time, can use this gadget on the Administration Tab.

'''VIDEO:''' View a [http://www.youtube.com/watch?v=gqhkQlHW4Cs&hd=11 video] about configuring instant message notifications. View a [http://www.youtube.com/watch?v=I_GbeTwt7zo&hd=1 video] about configuring email notifications. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

The Notification gadget on the Administration Tab lets you view, delete, edit, and add notification rules. Set up notification rules to send messages in reference to tagged social contacts.

If a reply template is associated with the social contact for which the notification is sent, the person who clicks the link in the IM or email opens SocialMiner to that reply template.

You can also send notifications to a mobile phone using an SMS Gateway service. Here is a list of [http://en.wikipedia.org/wiki/List_of_SMS_gateways SMS Gateways by carrier.]

'''Notes:'''

Establishing a notification rule for email requires that the administrator has configured a [[#Mail_Notifications_Server|Mail Notifications Server]] in the System Administration gadget.

Establishing a notification rule for IM requires that the administrator has configured an [[#XMPP_Notifications_Server|XMPP Notifications Server]] in the System Administration gadget.

Notifications are triggered by tags. For email and IM, you have set up tags for social contacts. See [[#Tagging_Social_Contacts|Tagging Social Contacts on the Home tab]] and [[#Automatic_Tags_for_Feeds|Automatic Tags]].

IM and email notifications do not accept replies. The intent is to notify, not to open a dialog.

Auto-tagging or adding multiple tags at the same time (in one operation) generates multiple notifications to the same recipients list.

 Using the Notification Gadget you can

*Delete a notification by checking the box next to the notification name and clicking Delete.
*Edit a notification by clicking the notification's name.
*Add a notification by clicking Add.

To configure a notification, provide or edit the following fields in the Notification gadget.

#Type—Required. The type of notification. Notifications can be:
##Email—Notification is sent over email - A Mail Server must be configured in the System Administration gadget to send Email notifications.
##IM—Notification is sent over IM - An XMPP Notifications Server must be configured in the System Administration gadget to send IM notifications.
##HTTP—Reserved for developer applications that deliver social contact data to an external application.
#Name—Required. The name of the notification.
#Description—A brief description of the notification.
#Campaign—Required. Select a campaign to which you are associating this notification.
#Tag—Required. Enter a tag for this notification and click '''Add'''. Repeat for each tag. Notifications are sent when a social contact is tagged with this tag and exists in the Campaign above. To remove a tag, click the x at the right of the field.
#Addresses—Enter an address and click '''Add''' to add an address to this notification. Repeat for multiple addresses. Addresses must be in the format <tt>user@domain.com</tt>. Used only for Email and IM Notifications, for which it is Required. To remove an address, click the x at the right of the field.
#Subject—The email subject for this notification. This field is only available for Email notifications. Subject is optional and is blank by default. As a best practice, enter a subject for email notifications.
#Body—The body for this notification. HTML tags are supported for Email Notifications. IM notifications are sent using plain text. The body of the message supports variables so you can customize the information sent in the notification. See "Notification Body Variables" below.

[[#CONTENTS|'''Back to Contents''']]

== Notification Body Variables ==

The notification body for emails and instant messages can contain keywords in the syntax ${KEYWORD}. These keywords will be replaced with values from the Social Contact. Keywords are listed here in uppercase, but they are case-insensitive.

By default, the body of the message contains the URL of the social contact—the '''${SC_SCREEN_URL}'''. You can add the following variables to the body of the notification to include the value of the variable in the notification. For Email Notifications, you can also use HTML tags to stylize the notification. IM notifications are sent using plain text.

*${SC_AUTHOR}—the Social Contact Author (not available in all feeds)
*${SC_CREATED_DATE}—Date the Social Contact was created in the system.
*${SC_DESCRIPTION}—The description of the social contact. Typically this is the tweet, RSS post, facebook fan page post, etc.
*${SC_PUBLISHED_DATE}—The publish date of the social contact (not available in all feeds)
*${SC_SCREEN_URL}—The URL to the social contact in the results gadget. Clicking this URL allows you to instantly reserve/reply to the social contact.
*${SC_SOURCE_TYPE}—The feed type of the social contact, for example; RSS, Twitter Stream, Twitter Account, FaceBook
*${SC_TAGS}—The tags for this social contact.
*${SC_TITLE}—The title of the social contact.
*${SC_EXTENSION_FIELDS.<fieldname>}—This variable adds a specific, named extension field for the social contact. You can add a maximum of 100 extension fields, up to one megabyte of information.
*${SC_EXTENSION_FIELDS}—This variable adds all extension fields that exist for the social contact. They appear in the body in alphabetical order by name, in the format ''Name: Value''. If no value was defined, you see ''Name: (—)''. If there are no extension fields, the variable is removed from the message body.

If the body an email notification includes:

:The author of this Social Contact is: ${SC_AUTHOR} 
:The message contents are as follows: ${SC_DESCRIPTION} 
:You can Reserve/Reply to the Social Contact <a href="${SC_SCREEN_URL}">here</a>.

The actual email notification sent appears as

The author of this Social Contact is: Joe Somebody
The message contents are as follows: This is a TWEET!
You can Reserve/Reply to the Social Contact here.

[[#CONTENTS|'''Back to Contents''']]

= Reply Templates =

Only the SocialMiner Administrator, who is the Application User created during install time, can use this gadget on the Administration Tab.

The SocialMiner Reply Templates gadget on the Administration Tab lists available Reply Templates. The gadget displays the three installed system-provided templates and lets you configure custom reply templates to be used with the system.

'''System Templates''': The three system-defined templates cannot be edited or deleted. They are

*Cisco Twitter—Used for [[#Twitter_Account_Feed_Type|Twitter Account]] and [[#Twitter_Stream_Feed_Type|Twitter Stream]] feeds only, for which it is the default option. This template opens when you reply to a tweet on the Home tab. Before you send your reply, you have the option to save your response and have it reviewed.

*Cisco Facebook—Used for [[#Facebook_Fan_Page_Feed_Type|Facebook Fan Page feeds]] only, for which it is the default option. This template opens when you reply to a Facebook Fan Page on the Home tab. Before you send your reply, you have the option to save your response and have it reviewed.

*Cisco Chat—Used for [[#Chat_Feed|Chat Feeds]] only, for which it is the default option. This template opens the chat room for the agent and displays a connection message to the customer.

'''Custom Templates''': An administrator can develop custom reply templates and use them for RSS, Twitter, or Facebook feeds. Until you create a custom template, ''No reply template'' is the only reply template option for a Push or RSS feed.

'''To add a custom template:'''

#Click Add.
#Enter a name (Required).
#Enter the URL for the location of the custom template code (Required).

An example of code for a reply template is provided on the system at
<pre>http://<servername>/templates/reply/custom_reply_sample.jsp</pre>
The source code is commented and provides details on the SocialMiner javascript functions required.

See also [http://docwiki.cisco.com/wiki/SocialMiner_Labs#Lab_10_Create_a_custom_reply_template the Custom Reply training lab].

'''To delete a custom template:'''

#Select it.
#Click Delete.
#Confirm the deletion.

Reply templates must conform to the OpenSocial gadget standard. Some tips for converting existing HTML pages into OpenSocial gadgets can be found [http://code.google.com/apis/gadgets/docs/fundamentals.html#Existing here.]

After you have created your Reply Template, host it on a webserver that is accessible by SocialMiner, and use the Reply Template gadget to provide a name for the Reply Template and its location.

[[#CONTENTS|'''Back to Contents''']]

== Customer Chat ==

*[[#Chat_Process|Chat Process]]
*[[#Chat_Behavior|Chat Behavior]]
*[[#Chat_Errors|Chat Errors]]

 SocialMiner supports a maximum of 120 (in a small deployment) and 400 (in a large deployment) simultaneous single-session chats between a customer and an agent. The customer is an individual who submits the chat form on your website. The agent is an individual who uses SocialMiner to respond to social contacts in a campaign that is set up with a chat feed.

For a chat to occur, there must be at least one SocialMiner [[#Chat_Feed|Chat Feed]], and the feed must be added to a campaign.

=== Chat Process ===

This is the flow of the chat process.

'''The SocialMiner Administrator:'''

*Creates and saves a Chat Feed in SocialMiner, using the Cisco Chat reply template
*Adds the Chat Feed to a campaign
*Copies the Chat Feed sample code and pastes it in a text editor
*[[#Modifying_the_Sample_code_for_a_Chat_Feed|Makes changes to the code, if needed]]
*Saves the code as HTML
*Publishes the HTML to a website

'''The customer:'''

*Selects a Click-to-Chat (or similar) link or button on the website to open the chat feed form
*Completes the form and submits it

The customer sees a welcome message asking them to wait while they are connected to a customer care representative.

If no agent responds before a defined timeout, the customer is sent a message indicating that they can continue waiting or try again later. If an error occurs during setup, the customer is sent a message indicating that chat is not available and to try again later.

'''SocialMiner:'''

*Sets up a chat session and creates a social contact in SocialMiner with the form data, the URL of the chat session, and the URL of the chat reply template that serves as the chat gadget interface
*Generates a chat, which appears in the chat campaign

'''The agent:'''

The agent clicks the Reply icon for the social contact to enter the chat session and to display the Agent Chat Reply template (similar to the example shown here). Information about the customer is displayed on the left side of the screen. The agent can increase or decrease the size of the font in the chat window using the font sizing buttons or with keystroke combinations ctrl+shift+] for increase and ctrl+shift+[ for decrease.

[[Image:AgentChatUIwithfonticons.png|450 px]]

A customer chat interface opens when an agent joins. The Chat interface supports accessibility by using the JAWS ‘highlighted text’ functionality. With JAWS configured to read highlighed text and Accessibility mode enabled, incoming chat messages and other events are highlighted briefly so JAWS can announce them. Customers enable Accessibility mode using keystroke combination ctrl+shift+S.

Customers can increase or decrease the size of the font in the chat window using the font sizing buttons or with keystroke combinations ctrl+shift+] for increase and ctrl+shift+[ for decrease.

[[Image:Custchatui.png|450 px]]

The conversation between the agent and customer begins and the social contact state changes to Reserved.

After the conversation is complete, the customer can leave the chat by closing their browser window or by navigating to another url from the chat window browser. (If a customer refreshes the chat window browser, the chat session will end just like navigating away or closing the browser.)

The agent can close the chat window by clicking the End button or using the keystroke combination ctrl+shift+E.

[[#CONTENTS|'''Back to Contents''']]

=== Chat Behavior ===

In the Chat session interface:

*Each party types a message and presses '''Enter'''. The agent receives the customer's message immediately. The customer receives the agent's response within five seconds, based on the timing of the response in relation to the five-second polling interval.
*The agent sees a time marker next to each customer entry.
*URLs and email addresses are actionable links.
*When the agent ends the chat; the chat session is removed, the customer receives an end of conversation message, and the social contact state changes to Handled.
*Once chat starts, there is no timeout for the agent but there is user-defined customer inactivity timeout. A customer who does not send a message for five minutes is removed from the chat session.
*Agents who navigate away from a chat - for example, to consult a web page - can reconnect as follows: select '''Reply''' to change the social contact state back to Unreserved, select '''Reply''' again to reserve the social contact, and rejoin the chat.
*After a chat ends, agents can search for the chat session transcript using the interface on the Search tab.

[[#CONTENTS|'''Back to Contents''']]

=== Chat Errors ===

If the server goes down, or if cookies are cleared on the customer side, the customer sees a "Connecting to server..." message, followed by an "Error connecting to server" message.

See [[#Provisioning|Provisioning]] for information on system limitations for chat that, if exceeded, may also cause chat errors.

= SocialMiner Reporting =

SocialMiner maintains metrics on social contact volume and agent activities. These metrics are stored in a [http://en.wikipedia.org/wiki/SQL SQL] database for up to 18 months. The reporting database can be accessed using any SQL reporting tool including CUIC. Access to this database requires configuration of a reporting user in the SocialMiner system administration.

There are two main categories of reports:

*Campaign Reports - These metrics provide an indication of the total posting volume by customers as well as the responsiveness to customers. These are what could be described as "customer facing" metrics.
*Agent Reports - These metrics provide an indication of the agent productivity. These metrics could be used to evaluate agent speed or they could be used to measure total workload as a basis for staffing forecasts.

The CUIC templates for SocialMiner are available for download here: http://www.cisco.com/cisco/software/release.html?mdfid=283613136&catid=278875240&softwareid=283733464

'''Note''': For CUIC releases prior to 8.0(3), you must extract the templates from the zip file before importing them into CUIC. For release 8.0(3) and later, you can import the zip file directly and CUIC extracts all the templates it finds inside the zip file.

The following screen captures are examples of the CUIC Reports daily reports:

[[Image:SocialMiner Campaign Daily Report.jpg|center|800px|SocialMiner Campaign Daily Report]]

*ASR - Average Speed of Reserved. For the social contacts that were Reserved, this is the average time between capture by SocialMiner and the time they are marked as reserved. This provides an indication of how much time passes before someone first views the customer's post.
*ASA - Average Speed of Answer. For the social contacts that were Handled, this is the average time between capture by SocialMiner and the time they are marked handled. This provides an indication of how of how much time passes before the customer gets a response.
*ASD - Average Speed of Discard. For the social contacts that were Discarded, this is the average time between capture by SocialMiner and the they are marked discarded. This provides an indication of how much time passes before someone chooses to discard the customer's post. Note: "Discard" doesn't necessarily mean the post is disregarded. The distinction between "Discard" and "Handled" depends on how the agents are using SocialMiner. For example, they might mark posts that are read as "discarded" and posts that are responded too as "handled". In this case, discarded means that they were "read".

 [[Image:SocialMiner Agent Daily Report.jpg|center|800px|SocialMiner Agent Daily Report]]

 The complete SocialMiner reporting database schema is documented in the [http://developer.cisco.com/web/socialminer SocialMiner Developer Guide]

 

*AHT - Average Handle Time. For social contacts that were handled by this agent, this is the average time between Reserved and Handled. This provides and indication of how much time it takes this agent to respond to a social contact.
*ADT - Average Discarded Time. For social contacts that were discarded by this agent, this is the average time between Reserved and Discarded. This provides an indication of how much time it takes this agent to discard a social contact.
*ACT - Average Completed Time. For social contacts that were Handled or Discarded, this is the average time between capture by SocialMiner and the first time they were marked Handled or Discarded. This provides an indication of how of how much time it takes for this agent to complete work for a social contact.

[[#CONTENTS|'''Back to Contents''']]

== Configuring the SQL Connection to the SocialMiner Reporting Database ==

Connection to the SocialMiner Informix reporting database can be made through JDBC using the following format:

<tt>jdbc:informix-sqli://<hostname>:<port>/<databasename>:INFORMIXSERVER=<informixserver>;user=<informixuser>;password=<informixpassword>;</tt>

*The reporting database <port> is 1526.
*The <databasename> is "mmca_data".
*The <informixserver> name is based on the hostname of the server with <tt>_mmca</tt> append to the end of the hostname. Additional, any dashes ("-") in the hostname are replaced by underscores ("_").
*The UTF-8 Charset is required to get CUIC able to connect.
*The content of INFORMIXSERVER is the instance name. It must be lowercase.
*The database host can be socialminer with all lowercase and the instances must also be lowercase.

For example, if your server's hostname is my-server.mycompany.com, then the INFORMIXSERVER name is <tt>my_server_mmca</tt>. The complete JDBC URL is:

<tt>jdbc:informix-sqli://my-server.mycompany.com:1526/mmca_data:INFORMIXSERVER=my_server_mmca;user=reportinguser;password=<informixpassword>;</tt>

When authenticating, the informix username is always <tt>reportinguser</tt> and the informix password is the password you created in the Administration Gadget.

[[#CONTENTS|'''Back to Contents''']]

= Downloading and Installing Language Packs =

Download and install language packs only if you require the SocialMiner interface in a language other than English.

A downloadable zip file of internationalized SocialMiner user interface and online help files is available on [http://www.cisco.com cisco.com].

The filename is of the format "SocialMiner-languagePack-x.x.x.zip.

Downloading and unzipping the file gives you 18 language packs with the file extension of "##.cop.sgn". The zip file also contains a Readme.txt with instructions on installing COP files.

The authorization process for File Download has changed. You may need to access [http://eman-core.cisco.com/SERVICE/OnRamp/index.pcgi OnRamp] to request Software Download Access. (New Account Request -> Request For Myself -> Customer Advocacy -> Software Download and Special File Publishing Access -> Software Download Access)

'''IMPORTANT''': Do not change the name of the files.

{| border="1" cellspacing="1" cellpadding="1" width="400"
|-
! scope="col" | Language
! scope="col" | LanguagePack example filename
|-
| Chinese (Simplified)
| ccp-language-zh_CN-8.5.3.1000-1.cop.sgn
|-
| Chinese (Traditional)
| ccp-language-zh_TW-8.5.3.1000-1.cop.sgn
|-
| Danish
| ccp-language-da_DK-8.5.3.1000-1.cop.sgn
|-
| Dutch
| ccp-language-nl_NL-8.5.3.1000-1.cop.sgn
|-
| Finnish (France)
| ccp-language-fi_FI-8.5.3.1000-1.cop.sgn
|-
| French (France)
| ccp-language-fr_FR-8.5.3.1000-1.cop.sgn
|-
| French (Canadian)
| ccp-language-frCAFR-8.5.3.1000-1.cop.sgn
|-
| German
| ccp-language-de_DE-8.5.3.1000-1.cop.sgn
|-
| Italian
| ccp-language-it_IT-8.5.3.1000-1.cop.sgn
|-
| Japanese
| ccp-language-ja_JP-8.5.3.1000-1.cop.sgn
|-
| Korean
| ccp-language-ko_KR-8.5.3.1000-1.cop.sgn
|-
| Norwegian
| ccp-language-nb_NO-8.5.3.1000-1.cop.sgn
|-
| Polish
| ccp-language-pl_PL-8.5.3.1000-1.cop.sgn
|-
| Portuguese (Brazil)
| ccp-language-pt_BR-8.5.3.1000-1.cop.sgn
|-
| Russian
| ccp-language-ru_RU-8.5.3.1000-1.cop.sgn
|-
| Spanish
| ccp-language-es_ES-8.5.3.1000-1.cop.sgn
|-
| Swedish
| ccp-language-sv_SE-8.5.3.1000-1.cop.sgn
|-
| Turkish
| ccp-language-tr_TR-8.5.3.1000-1.cop.sgn
|}

[[#CONTENTS|'''Back to Contents''']]

= System Backup and Restore =

SocialMiner supports the Unified OS ''Disaster Recovery System'' (DRS) to perform backup and restore of the system. You access the Disaster Recovery System by going to the Administration Gadget, expanding the section on '''Platform Administration''', and then selecting the link for '''Disaster Recovery System'''.

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

You can manually back up your system using DRS, or schedule DRS to perform automatic backups.

Details on using DRS are available in the DRS online help and in this guide: http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/drs/8_0_1/drsag801.html.

== Quick Manual Backup Instructions ==

These instructions provide quick instructions to create a manual backup. You can also schedule backups to run automatically. The system is not usable during a backup and new social 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.

To perform a manual backup:

=== Define Backup Device ===

#Access the Disaster Recovery System by going to the Administration Gadget, expanding the section on '''Platform Administration''', then selecting the link for '''Cisco Disaster Recovery System'''.
#Select '''Backup''' > '''Backup Device'''.
#On the Backup Device List page, select '''Add New'''.
#Provide a '''Device Name''' for the backup device. SocialMiner only supports backing up to a Network Directory, provide the Network Directory details for a server that supports SFTP.
#Provide the Number of backups to store on the Network Directory value. The default is two, so only the two latest backups are preserved.
#Click '''Save''', the system verifies the information you entered and saves the backup device.

The backup device is now saved. You do not need to repeat these steps the next time you back up the system unless you want to back up to a different device or change backup device settings.

=== Backup the System to the Backup Device ===

#Access the Disaster Recovery System by going to the Administration Gadget, expanding the section on '''Platform Administration''', and then selecting the link for '''Disaster Recovery System'''. Log in using the platform credentials you supplied when you installed SocialMiner.
#Select '''Backup''' > '''Manual Backup'''.
#Select the Backup Device you created earlier from the pull down menu in '''Select Backup Device'''.
#In '''Selected Features''' check '''SOCIALMINER'''.
#Click '''Start Backup'''.
#A warning appears indicating that you may need to use the security password to restore. Click '''OK'''. The backup begins.
#The backup page refreshes periodically providing the status of the backup. The page also displays the name of the backup tar file that is being saved to the remote system.
#After the backup completes, wait a few minutes before using SocialMiner so the SocialMiner system can restart subsystems shutdown during the backup.

=== Restoring from a Backup File ===

#Access the Disaster Recovery System by going to the Administration Gadget, expanding the section on '''Platform Administration''', and then selecting the link for '''Disaster Recovery System'''. Log in using the platform credentials you supplied when you installed SocialMiner.
#Select '''Restore''' > '''Restore Wizard'''.
#Select the backup device from the drop-down menu and select '''Next'''.
#Select the backup file you want to restore for the ''Tar file list'' drop-down menu and select '''Next'''.
#Check '''SocialMiner''' in the ''Select Features'' section and select '''Next'''.
#Read the warning on the page. Optionally select '''File Integrity Check''', then select the Server to be restored (typically the host name of the backed up system). Click '''Restore'''.
#The restore page refreshes periodically providing the status of the restore.
#After the restore finished, restart SocialMiner.

[[#CONTENTS|'''Back to Contents''']]

= Design Guidance =

Topics:

*[[#Advanced_UI_Options|Advanced UI Options]]
*[[#Command_Line_Interface|Command Line Interface]]
*[[#Supported_Commands_and_User_Interface_Options |Supported Commands and User Interface Options]]
*[[#Deployment_Models|Deployment Models]]
*[[#Hardware_and_Software_Specifications|Hardware and Software Specifications]]
*[[#Ports|Ports]]
*[[#Obtaining_a_CA-Signed_Certificate|Obtaining a CA-Signed Certificate]]
*[[#Avoiding_certificate_warning|Avoiding certificate warning]]
*[[#Avoiding_Login_Overlays_if_Reply_Template_Container_Loads_in_IFRAME_in_IE|Avoiding Login Overlays if Reply Template Container Loads in IFRAME in IE]]
*[[#Provisioning|Provisioning]]
*[[#SocialMiner_User_Accounts_and_Security|SocialMiner User Accounts and Security]]
*[[#Twitter_Accounts_and_Security|Twitter Accounts and Security]]
*[[#VMware_Open_Virtual_Format_.28OVF.29|VMware Open Virtual Format (OVF)]]

== Advanced UI Options ==

The SocialMiner user interfaces are designed to be embedded in other web application user interfaces.

If your web site or application doesn't support OpenSocial, then add SocialMiner to a web page by using an iFrame (for example). With this technique you can make a frame sized to show one of the SocialMiner web pages (like the campaign results gadget).

[[#CONTENTS|'''Back to Contents''']]

== Command Line Interface ==

To access the CLI for SocialMiner:

*SSH to the address for your SocialMiner server.
*Sign in with your administrator credentials.
*Type a ? at the admin: prompt to see the list of commands.

See [http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/cli_ref/8_0_1/cli_ref_801.html Cisco Systems CLI documentation].

Most CLI commands do not apply to, or have not been certified for SocialMiner.

[[#CONTENTS|'''Back to Contents''']]

== Supported Commands and User Interface Options ==

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

Only the commands/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 SocialMiner.

=== Command Line Interface ===

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

{| border="1" cellspacing="1" cellpadding="1" width="400"
|-
! scope="col" | Command
! scope="col" | Supported?
|-
| delete
| No
|-
| file
| No
|-
| help
| Yes
|-
| quit
| Yes
|-
| run
| No
|-
| set date
| Yes
|-
| set timezone
| Yes
|-
| All other set commands
| No
|-
| show
| Yes
|-
| unset
| No
|-
| utils csa disable
| Yes
|-
| utils network ping
| Yes
|-
| utils reset_ui_administrator_name
| Yes
|-
| utils reset_ui_administrator_password
| Yes
|-
| utils service list
| Yes
|-
| utils service restart
| Yes
|-
| utils service start
| Yes
|-
| utils system restart
| Yes
|-
| utils system stop
| Yes
|-
| utils system shutdown
| Yes
|-
| utils system switch-version
| Yes
|-
| utils system upgrade
| Yes
|-
| All other utils commands
| No
|}

=== Cisco Unified Operating System Administration User Interface ===

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

{| border="1" cellspacing="1" cellpadding="1" width="400"
|-
! scope="col" | Command
! scope="col" | Supported?
|-
| show
| Yes
|-
| Settings > NTP Servers
| Yes
|-
| Settings > Time
| Yes
|-
| All other Settings menu options
| No
|-
| Security > Certificate Management
| Yes
|-
| All other Security menu options
| No
|-
| Software Upgrades > Install/Upgrade
| Yes
|-
| All other Software Upgrades menu options
| No
|-
| Services > Ping
| Yes
|-
| All other Services menu options
| No
|-
| Help
| Yes
|}

=== 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.

{| border="1" cellspacing="1" cellpadding="1" width="400"
|-
! scope="col" | Command
! scope="col" | Supported?
|-
| Backup > Backup Device
| Yes
|-
| Backup > Manual Backup
| Yes
|-
| Backup > History
| Yes
|-
| Backup > Current Status
| Yes
|-
| Backup > Scheduler
| Yes
|-
| Restore
| Yes
|-
| Help
| Yes
|}

[[#CONTENTS|'''Back to Contents''']]

== Deployment Models ==

Version 9.0 of SocialMiner has a single-server, all-in-one, small or large deployment model. You cannot use a load-balancing split data-center deployment. There is no replication. The solution is not redundant. The best availability solution for SocialMiner is to back it up at a second location using a scheduled backup. In the event of a site loss, you then restore into a new VM.

The server may be deployed inside or outside the corporate firewall in "Intranet" and "Internet" deployment models.

*The Intranet deployment model provides the additional security of the corporate network firewalls to reduce risk of an external party accessing the system. This deployment model is required if SocialMiner must access internal sites, such as an internal forum site. The downside of the Intranet deployment model is that SocialMiner system cannot be accessed by partners lacking VPN access. It is common for some public relation functions to be externally managed by an agency and offering easy access (no VPN) to the SocialMiner system is very useful. Also, the Intranet deployment model does not allow rendering of SocialMiner OpenSocial Gadgets in public Internet containers such as iGoogle. The Intranet deployment model complicates proxy configuration, however it simplifies directory integration.

*The Internet deployment model puts SocialMiner outside the corporate firewall. This deployment model relies on the built-in security capabilities of the SocialMiner appliance. This is acceptable from a security perspective depending on the system use and corporate policies. For example, in some applications the SocialMiner system handles 100 percent public postings and there is no disclosure risk associated with a compromised SocialMiner system. The Internet deployment model may complicate directory integration.

SocialMiner can be deployed where some users access the server through a firewall or proxy. For the customer chat interface, the SocialMiner server can be deplyoyed behind a proxy server or firewall to prevent it from being abused or limiting access for those outside the firewall.

[[#CONTENTS|'''Back to Contents''']]

== Hardware and Software Specifications ==

Cisco supports SocialMiner deployment on any hardware provided SocialMiner is installed within the Cisco provided VMWare OVF.

Possible server options include Cisco UCS servers such as:

{| border="1" cellspacing="0" cellpadding="5"
|-
! UCS Model
! SKU
|-
| C210-M2
| UCS-C210M2-VCD2
|-
| B200-M2
| UCS-B200M2-VCS1
|}

[[#CONTENTS|'''Back to Contents''']]

== Ports ==

'''Port 25''' is the default port for email.

'''Port 465''' is used by the mail server for SSL/TLS connections.

'''Port 443''' is used for a secure connection between the SocialMiner user interface and your browser.

'''Port 80''' is used by SocialMiner for unsecure communication with Twitter and Facebook APIs.

'''Port 7071''' is used for unsecure BOSH connections to the XMPP/Eventing server.

'''Port 7443''' is used for secure BOSH connections to the XMPP/Eventing server.

Your firewall configuration may need to be modified to open these ports for SocialMiner.

[[#CONTENTS|'''Back to Contents''']]

== Obtaining a CA-Signed Certificate ==

Each time you sign-in, you must obtain an application and root certificate signed by a Certificate Authority (CA) to eliminate browser security warnings.

Use the Certificate Management utility from Unified Operating System Administration.

Open Unified Operating System Administration from the '''Administration tab > Platform Administration'''. You can also use the URL
<pre>http://<servername>/cmplatform</pre>
where ''servername'' is the Name or IP address of the server. Sign in with your Administrator credentials.

 '''To obtain the certificates:'''

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

'''To upload the certificates:'''

#When you receive the certificates, open Unified Operating System Administration from the '''Administration tab > Platform Administration'''.
#Select '''Security > Certificate Management > Upload Certificate'''.
#Select the certificate name from the Certificate Name list.
#Upload the root certificate.
##In the Upload dialog box, select '''TomCat Trust''' from the dropdown.
##Browse to the file and click '''Open'''.
##Click '''Upload File'''.
#Upload the application certificate.
##In the Upload dialog box, select '''TomCat''' from the dropdown.
##Enter the full name (including the file extension) of the CA root in the Root Certificate text box.
##Browse to the file and click '''Open'''.
##Click '''Upload File'''.

See the Security topics in the Unified CM Operating System Administration online help.

'''After you upload the certificates:'''

#Sign out of SocialMiner.
#Restart the XMPP Service. (SSH to SocialMiner and use this [[#Command_Line_Interface|CLI:]] ''admin:utils service restart SocialMiner XMPP Server'').
#Restart Tomcat. (SSH to SocialMiner and use this CLI: ''admin:utils service restart Cisco Tomcat).''
#Sign in to SocialMiner.

[[#CONTENTS|'''Back to Contents''']]

== Avoiding certificate warning ==

To avoid the certificate warning message. make sure your DNS server is properly configured and you can resolve the fully qualified SocialMiner hostname to the SocialMiner IP address.

*If a DNS server is not present, then add an entry in your hosts file (in Windows, the path to the hosts file is %SystemRoot%\System32\drivers\etc\hosts).

Use the fully qualified hostname in the browser to access the SocialMiner server. (Do not use the IP address because it will not match the hostname in the certificate.)

Use a signed certificate from a trusted certificate authority (like Verisign).

*If you use a self-signed certificate (which is what is installed with SocialMiner), then follow the procedures below to avoid warnings in IE8 on Windows. Firefox launches a wizard to import certificates.

==== Download the certificate file. ====

*Open https://<SocialMiner Hostname> in IE8.
*If the certificate is not already imported, you see website's certificate warning page.
*Click on '''Continue to this website'''.
*You see a certificate error next to the address bar.
*Click on the certificate error and then click on '''View certificates'''. This opens a certificate dialog.
*On the Details tab, click '''Copy to a file'''.
*This launches the certificate export wizard. Keep all of the default settings and click '''Next'''.
*Specify a filename in "File to export" and finish the wizard.
*The certificate is now in the exported file.

==== Add certificates to the Trusted Root Certification Authorities store for a local computer. ====

*“Administrators” is the minimum group membership required to complete this procedure.
*Click '''Start''', then click '''Start Search'''. Type "mmc" and press Enter.
*On the File menu, click '''Add/Remove Snap-in'''.
*Under Available snap-ins, click '''Certificates''', then click '''Add'''.
*Under '''This snap-in will always manage certificates for''', click '''Computer account''', then click '''Next'''.
*Click '''Local computer''' and then click '''Finish'''.
*If you have no more snap-ins to add to the console, click '''OK'''.
*In the console tree, double-click '''Certificates'''.
*Right-click the '''Trusted Root Certification Authorities''' store.
*Click '''Import''' to import the certificates and follow the steps in the Certificate Import Wizard.

==== Add certificates to the Trusted Root Certification Authorities store for a domain. ====

*“Domain Admins” is the minimum group membership required to complete this procedure.
*Open Server Manager and under Features Summary, click '''Add Features'''. Select the '''Group Policy Management''' check box, click '''Next''', then click '''Install'''.
*After the Installation Results page shows that the installation of the GPMC was successful, click '''Close'''.
*Click '''Start''', point to '''Administrative Tools''', and click '''Group Policy Management'''.
*In the console tree, double-click '''Group Policy Objects''' in the forest and domain containing the Default Domain Policy GPO that you want to edit.
*Right-click the Default Domain Policy GPO, and click '''Edit'''.
*In the GPMC, go to Computer Configuration, Windows Settings, Security Settings and click '''Public Key Policies'''.
*Right-click the '''Trusted Root Certification Authorities''' store.
*Click '''Import''' and follow the steps in the Certificate Import Wizard to import the certificates.

 [[#CONTENTS|'''Back to Contents''']]

== Avoiding Login Overlays if Reply Template Container Loads in IFRAME in IE ==

When a SocialMiner reply template container loads in an IFRAME in Internet Explorer, a SocialMiner login overlay may appear even though SocialMiner successfully authenticated. If the page inside the IFRAME does not have a privacy policy, cookies are blocked (which is indicated by the red barred circle over the 'eye' icon in status bar). [[Image:Crossedouteye.png]] 

To permit cookies for SocialMiner:

1. Click the eye icon. The Internet Explorer privacy settings dialog box appears and displays the blocked cookie from SocialMiner. 2. Select the cookie and choose '''Always allow cookie from this website'''. 

For more information on how to permit cookies, see the [http://windows.microsoft.com/en-US/windows-vista/Block-or-allow-cookies Microsoft Windows help site].

[[#CONTENTS|'''Back to Contents''']]

== Provisioning ==

The following table shows the sizing limits for small and large deployments of a single SocialMiner system.

{| border="1" cellspacing="0" cellpadding="5" align="top"
|-
|
| Large deployment
| Small deployment
|-
| Concurrent Admin Users Signed In
| 5
| 5
|-
| Concurrent Agents Signed In
| 30
| 30
|-
| Configured feeds
| 200
| 100
|-
| Configured campaigns
| 100
| 50
|-
| Simultaneous chat sessions
| 400
| 120
|-
| Simultaneous social media users
| 60
| 30
|-
| Days chat transcript storage
| 30
| 30
|-
| Tags per social contact
| 20
| 20
|-
| Filters per system
| 30 (20 max for Bayesian + Author combined, 10 max for Script filters) '''Note:''' Each filter type has its own performance implications and performance depends almost entirely on what is in the script filter implementation.
| 20 (15 max for Bayesian + Author combined, 5 max for Script filters) With the same note as for the large deployment.
|-
| Filters per campaign
| 10 (5 max for Script filters)
| 10 (5 max for Script filters)
|-
| Incoming Rate of Social Contacts (total per hour)
| 10,000
| 10,000
|-
| Replies per Twitter Account per Hour
| 30 '''Note:''' This limit is for a default polling interval of 5 minutes. If the polling interval is set lower than 5 minutes, then the limit is reduced depending on usage patterns.
| 30 With the same note as for the large deployment.
|}

[[#CONTENTS|'''Back to Contents''']]

=== Retention of Saved Chat Transcripts ===

A meter on the [[#System_Administration|System Administration gadget]] of the Administration tab shows the current overall SocialMiner disk usage. The meter shows percent usage and hovering over the meter shows the actual number of bytes in use (the same data can be retrieved using the serviceability API).

The [[#Purge_Setting|Purge Settings section]] of the gadget displays the maximum age a Social Contact can be before it is automatically purged by the system (default is 30 days).

As chat transcripts comprise the majority of disk usage, users can decide how long they wish to retain Social Contacts by using the formula below to calculate the amount of disk space required to retain chat transcripts for one month (assuming the default purge setting of 30 days is kept). Once the average disk space requirement for a month's worth of chat transcripts is calculated, users can determine if they wish to retain Social Contacts for the full 30 days and allocate the appropriate disk space accordingly; or they can choose to purge Social Contacts more frequently.

 

'''Note:''' If SocialMiner starts to run out of disk space, it will purge Social Contacts based on age (the oldest ones being purged first).

'''Formula to calculate the number of chats per month:'''

NUMBER_CHATS_MONTH = ACTIVE_CHAT_TIME_MONTH_IN_MIN / DURATION_CHAT_MIN

where:

ACTIVE_CHAT_TIME_MONTH_IN_MIN is the average number of minutes per month that agents spend on chat activities. Assuming that agent activity occurs for 8 hours a day, 7 days a week, 4 weeks a month; the value is 13440 minutes (8*7*4*60).

DURATION_CHAT_MIN is the average duration of a chat in minutes.

'''Formula to calculate the amount of disk space required per month for chat transcripts:'''

DISK_SPACE_MONTH = (TR_SIZE + SC_SIZE) * NUMBER_SIMULTANEOUS_CHATS * NUMBER_CHATS_MONTH

where:

TR_SIZE is the average transcript size in Kbytes.

SC_SIZE is the average size of the metadata for a social contact in Kbytes (which is normally 3 Kbytes).

NUMBER_SIMULTANEOUS_CHATS is the number of simultaneous chats sessions allowed.

NUMBER_CHATS_MONTH is the value calculated above.

 

=== Maximum Network Latency for Chat ===

The maximum network latency permitted for chat is 250 ms.

=== Network Bandwidth for Chat ===

Allocate network bandwidth required for chat based on this formula

CHAT_NETWORK_BANDWIDTH (in Kbps) = CHAT_SESSIONS_SENDING_MSG_PER_SECOND * AVG_MSG_SIZE

For example, If all 400 sessions are active and 10% of chat sessions are sending messages every second, then 400 * 10/100 = 40 chat sessions are sending message each second.

If the average message size is 1 Kb, then the chat network bandwith is 40 Kbps.

== SocialMiner User Accounts and Security ==

SocialMiner minimizes the storage of username/passwords to reduce the security risk of a compromised system. There is an administration account for the system setup, but all SocialMiner user access is controlled through Active Directory (AD) authentication. There are no SocialMiner user passwords stored on the SocialMiner System.

Users do not need to be manually set up on SocialMiner to access the system. Any user that is authenticated by the Active Directory set-up can use the system. If limits on who can use system are required, set up an AD group and configure SocialMiner to only allow access for that group.

AD authenticated users have access to all functions on the system, although gadgets access could be blocked by blocking certain URLs.

[[#CONTENTS|'''Back to Contents''']]

== Twitter Accounts and Security ==

Access to Twitter for the Twitter Account feed type is done by OAuth. When a "Twitter Account" feed is created, the user is prompted to authenticate with Twitter. The authentication token is stored by SocialMiner granting access to secured information from Twitter such as Direct Messages. This authentication also enables sending and replying to Twitter Direct Messages (DMs) from the account by using the Reply feature on the Home tab.

'''Note''': All SocialMiner users can use Twitter accounts configured in the Twitter Account feed to read and respond to Direct Messages in that account. They are not required to enter the account password. This supports environments where the social-media care agents are not entitled to know the Twitter account password. The capability to use SocialMiner is controlled by Active Directory. The capability to invoke post or perform actions on Twitter is controlled by SocialMiner. SocialMiner also tracks which SocialMiner User (AD account) makes each post. Therefore, it is possible for the enterprise to track which employee posted a tweet when sharing a Twitter account amongst a team.

Twitter Stream feed type passwords are encrypted when stored in the SocialMiner configuration database and are also encrypted when sent to Twitter.

[[#CONTENTS|'''Back to Contents''']]

=== VMware Open Virtual Format (OVF) ===

The SocialMiner system supports one standard [http://www.vmware.com/appliances/getting-started/learn/ovf.html OVF] Appliance. The VM configuration defined by the OVF must not be modified in any way. Any changes to the VM configuration are not supported.

SocialMiner 9.0(1) can only be deployed on servers using VMware ESXi 5.0.

See [[Virtualization for Cisco SocialMiner]].

[[#CONTENTS|'''Back to Contents''']]

= Developer Information =

Developer information, including the SocialMiner API documentation and a discussion forum, is available on the [http://developer.cisco.com/web/socialminer Cisco developer site]. Cisco login credentials are required to access this site.

Training labs are accessed [http://docwiki.cisco.com/wiki/SocialMiner_Labs here].

= Copyright Notes =

*Twitter is a registered trademark of Twitter, Inc.
*Facebook is a registered trademark of Facebook, Inc.
*iGoogle is a trademark of Google, Inc.
*VMware is a registered trademark of VMware, Inc.
*Informix is a registered trademark of International Business Machines Corporation.

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[[#CONTENTS|'''Back to Contents''']]

[[Category:Cisco_SocialMiner]]

SocialMiner Release 8.5(4)

2013-03-20T17:00:49Z

Linichol: /* Upgrading to SocialMiner Release 8.5(4) */

'''CONTENTS'''

[[#Introduction|Introduction]]

[[#What.27s_New_in_Release_8.5.284.29|What's New in SocialMiner Release 8.5(4)]]

[[#Upgrading_to_SocialMiner_Release_8.5.284.29|Upgrading to SocialMiner Release 8.5(4)]]

[[#Signing_In_to_SocialMiner|Signing In to SocialMiner]]

[[#The_Home_Tab|Home Tab and Settings]]

[[#Feeds|Feeds]]

[[#Campaigns|Campaigns]]

[[#Filters|Filters]]

[[#System_Administration|System Administration]]

[[#Notifications|Notifications]]

[[#Reply_Templates|Reply Templates]]

[[#SocialMiner_Reporting|SocialMiner Reporting]]

[[#Downloading_and_Installing_Language_Packs|Downloading and Installing Language Packs]]

[[#System_Backup_and_Restoration|System Backup and Restoration]]

[[#Design_Guidance|Design Guidance]]

[[#Developer_Information|Developer Information]]

[[#Copyright_Notes|Copyright Notes]]

__NOTOC__

 

= Introduction =

Cisco SocialMiner is a customer-care system that provides capture, filtering, workflow, queuing, and reporting for social media engagement teams. Internet postings captured by SocialMiner are referred to as '''Social Contacts'''. SocialMiner stores the social contacts and groups them into user-defined '''Campaigns'''. Each Campaign obtains social contacts from one or more '''Feeds'''. SocialMiner presents the social contacts to social media customer care personnel who can review, categorize, and respond to the postings. SocialMiner also produces reporting metrics on the handling of the social contacts.

== Technology and Packaging ==

SocialMiner is a server software application that is packaged as a software appliance. The appliance runs as one VMWare® virtual machine containing all of the following components:

*Cisco Unified Communications Operating System (Unified OS), a Redhat Linux based Operating System
*Informix® embedded database. This database contains the SocialMiner Configuration and the SocialMiner reporting data.
*[http://cassandra.apache.org/ Cassandra datastore]. This datastore contains the social contacts.
*Cisco SocialMiner runtime software
*OpenFire server for XMPP BOSH eventing

Setup and administration are done through a browser-based interface that uses [http://en.wikipedia.org/wiki/OpenSocial OpenSocial Gadgets]. SocialMiner is installed with the [http://shindig.apache.org/Apache Shindig gadget container] to render the gadgets; however the SocialMiner gadgets can also be rendered in [[#Advanced_UI_Options|other standard OpenSocial containers]] such as Cisco Quad or iGoogle. All system features and setup can also be performed by [http://en.wikipedia.org/wiki/Representational_State_Transfer REST] APIs.

SocialMiner supports integration with most user-generated content sites using standard [http://en.wikipedia.org/wiki/RSS RSS]. SocialMiner also supports direct integrations to [http://www.twitter.com Twitter®] and [http://www.facebook.com Facebook®]. Setup and configuration of SocialMiner to monitor Twitter and Facebook requires good working knowledge of those sites. For background information on these sites, review the following Mashable resources:

[http://mashable.com/guidebook/twitter/ The Twitter Guide Book]

[http://mashable.com/guidebook/facebook/ The Facebook Guide Book]

= What's New in Release 8.5(4) =

Cisco SocialMiner Release 8.5(4) provides the following new features and enhancements:

'''Bookmarklet'''

SocialMiner 8.5(4) adds the [[#Adding Feeds using the Feed Bookmarklet|Bookmarklet]] feature for easy creation of Twitter Search and RSS feeds.
Creating a feed using the Bookmarklet—rather than completing the SocialMiner feed dialog box—provides a one-click alternative for adding feeds. Once you create a feed using the bookmarklet, you can add it to a campaign and you can edit it in the Feeds gadget—just as you would a manually-created feed.

'''Extension Fields'''

Extension fields are a collection of custom name/value pairs that can be added social contacts using the [[#Push Feed|Push feed]]
sample code. You can add social contact data to email and IM notifications by including extension fields as [[#Notification Body Variables|Notification Body Variables]].

'''Filter State Icons'''

The table on the Filters gadget now includes a '''State''' column, similar to that on the Feeds gadget. Icons in the '''State''' column show if the filter is working successfully (green) or if there is an error for it (red). Hover over the icons for more information.

'''Script Filter'''

This is an enhancement for developers. A new filter type—[[#Script Filters|Script Filter]]—allows you to upload customer-developed Groovy scripts that modify or take an action on social contacts as they enter the system. A Script filter can integrate with external systems to leverage services such as performing translation or invoking a Klout score.

Cisco Support and the SocialMiner Forum on the Cisco Developer Network do not assist with Groovy script issues. Direct all troubleshooting requests to your script developer.

'''Twitter Account Feed—Reauthorize and Save'''

When you open a Twitter Account feed in Edit mode, you now see two buttons: '''Save''' and '''Reauthorize and Save'''. A simple edit to a field requires only a '''Save'''. However, if the icon next to the feed is red and the hover text for that red icon indicates authorization issues, select [[#Reauthorize and Save in Edit Mode|Reauthorize and Save]] to initiate the Twitter authorization process.

'''Twitter Stream Feeds Updated'''

After the release of SocialMiner 8.5(3), changes by Twitter prevented SocialMiner Twitter Stream feeds from working. SocialMiner has been updated in Release 8.5(4) such that Twitter Stream feeds now operate correctly.

= Upgrading to SocialMiner Release 8.5(4) =

Topics:

[[#Upgrading_using_Cisco_Unified_Operating_System_Administration|Upgrading using Cisco Unified Operating System Administration]]

[[#Upgrading_using_the_Command_Line_Interface|Upgrading using the Command Line Interface]]

 SocialMiner Release 8.5(4) is an upgrade to release 8.5(1). Upgrades are cumulative and must be installed over the base release. This means that:

*You must have installed the base release —SocialMiner Release 8.5(1). SocialMiner 8.5(1) installation is documented in the [http://docwiki.cisco.com/wiki/SocialMiner_Release_8.5(1) SocialMiner 8.5(1) User Guide.]
*You can upgrade directly from Release 8.5(1) to Release 8.5(4). Release 8.5(4) includes all features and changes of Release 8.5(2) and Release 8.5(3). Features added in Release 8.5(2) are documented here: [http://docwiki.cisco.com/wiki/SocialMiner_Release_8.5(2) What's New in Release 8.5(2).] Features added in Release 8.5(3) are documented here: [http://docwiki.cisco.com/wiki/SocialMiner_Release_8.5(3) What's New in Release 8.5(3).]
*If you are on Release 8.5(2) or 8.5(3), you can upgrade directly to Release 8.5(4).

 You can upgrade using the Software Upgrades tool in Cisco Unified Operating System Administration. You can also upgrade using the Command Line Interface (CLI).

The upgrade can run unattended and might take over an hour to complete.

===== Patches available for this release =====

Bugid: CSCtv23315 Patch version: 8.5.4.10000-7 Valid upgrade paths to this patch: • from FCS version (8.5.1) • from release 8.5.3 • from release 8.5.4

The issue:

When a user chooses to reply to a SocialContact, the Facebook reply template is loaded but displays the error: "Invalid access token" and the user is unable to post a reply. Furthermore, the Feed is marked as in a bad state (because of an invalid access token) and needs re-authorization.

When a Facebook reply template is loaded, it checks to see the current Like status of the post. It is during the determination of the Like status that the SocialMiner encounters an issue. The Facebook Graph API needs a UserId to retrieve the Like status of a Post. Previously, the UserId was encoded in the Facebook access token, so SocialMiner was able to directly parse it from the token. Since Facebook moved to OAuth 2.0, the structure of the access token has changed and, as a result, SocialMiner is no longer able to parse the UserId from the access token and the Like status determination fails.

The solution:

This patch changes the way SocialMiner extracts the UserId (it now makes a Facebook API call to get the UserId) to resolve this issue.

 

== Upgrading using Cisco Unified Operating System Administration ==

Open Cisco Unified Operating System Administration from the Administration tab > Platform Administration. You can also use this URL
<pre>http://<servername>/cmplatform</pre>
where ''servername'' is the Hostname or IP address of your SocialMiner server.

#Select Software Upgrade > Install/Upgrade.
#On the Software Installation /Upgrade dialog box:
##If you burned the files to CD/DVD:
###Source = DVD/CD.
###Directory = the directory for DVD/CD. Use forward slashes. For example, if the installation file is located on the root directory of a CD that is on Drive D, type /D.
###Server = leave blank.
###User Name = leave blank.
###Password = leave blank.
##If the files are on a remote file server:
###Source = Remote Filesystem.
###Directory = the path to the files. Use forward slashes. For example, /SocialMiner/Installation.
###Server = the IP address of the remote server.
###User Name = the user name to access the remote server.
###Password = the password to access the remote server.
#Click Next.
#Choose the iso file from the Software Location field.
#Click Next.
#At the Software Installation/Upgrade screen, select Reboot to Upgraded Partition.
#Click Next.

You see a series of messages as the upgrade installation proceeds.

When the upgrade is complete, verify that the system restarts, the correct version is active, and the server status on the System Administration tab shows green checkboxes.

As a best practice, [http://docwiki.cisco.com/wiki/SocialMiner_User_Interface_-_Clear_Cache_and_Cookies_to_Troubleshoot_Unexpected_Results clear the cache and cookies] after the upgrade.

== Upgrading using the Command Line Interface ==

#Download the 8.5(4) Release from Cisco.com and place the file on an FTP or SFTP server. You can also burn the ISO file to DVD.
#SSH to your SocialMiner system and log in with the platform administration account.
#Using the Command Line Interface (CLI), run the command <tt>utils system upgrade initiate</tt>
#Follow the instructions provided by the <tt>utils system upgrade initiate</tt> command. An example of executing the command follows:
<pre>admin:utils system upgrade initiate

Warning: Do not close this window without first canceling the upgrade.

Source:

1) Remote Filesystem via SFTP
2) Remote Filesystem via FTP
3) Local DVD/CD
q) quit

Please select an option (1 - 3 or "q" ): 2
Directory [q]: /FTP/PATH/TO/UPGRADE/IOS
Server [q]: FTP_HOSTNAME
User Name [q]: FTP_USERNAME
Password: ********
Checking for valid upgrades. Please wait...

Available options and upgrades in "/FTP/PATH/TO/UPGRADE/IOS":

1) UCSInstall_CCP_8_5_1_UCOS_8.5.4.10000-XX.sgn.iso
q) quit

Please select an option (1 - 1 or "q" ): 1
Accessing the file. Please wait...
Downloaded XXXX MB.
Checksumming the file...
Downloaded XXXX MB.
A system reboot is required when the upgrade process completes or is canceled. This will ensure services affected by the upgrade process are functioning properly.

Downloaded: UCSInstall_CCP_8_5_1_UCOS_8.5.4.10000-X.sgn.iso
File version: 8.5.4.10000-X
File checksum: CHECKSUM

Automatically switch versions if the upgrade is successful (yes/no): yes

Start installation (yes/no): yes
The upgrade log is install_log_2011-03-10.09.52.58.log
Upgrading the system. Please wait...
06/10/2011 09:53:00 file_list.sh|Starting file_list.sh|<LVL::Info>
...
[Many lines of upgrade scripts running]
...
06/10/2011 11:41:31 upgrade_install.sh|Upgrade Complete -- (0)|<LVL::Info>

Successfully installed UCSInstall_CCP_8_5_1_UCOS_8.5.4.10000-XX.sgn.iso

The system upgrade was successful. A switch version request has been submitted.
</pre>
This can take a long time depending on the platform and database size. Please continue to monitor the switchover process from the Cisco Unified Communications OS Platform [[#Command_Line_Interface|Command Line Interface (CLI).]]

The system reboots after the upgrade is complete.

Please verify that the system restarts, the correct version is active, and the server status on the System Administration tab shows green checkboxes.

As a best practice, [http://docwiki.cisco.com/wiki/SocialMiner_User_Interface_-_Clear_Cache_and_Cookies_to_Troubleshoot_Unexpected_Results clear the cache and cookies] after the upgrade.

= Signing In to SocialMiner =

To launch SocialMiner, use a web browser* to access the root of the web server. Enter
<pre>http://<servername> </pre>
where ''servername'' is the name or IP address of your SocialMiner server.

*See [[SocialMiner Browsers|SocialMiner Browsers]] for information on supported browsers. [[Image:SocialMiner login.png|thumb|right|450px|Signing In]]

Entering the URL opens a sign-in page where you type your username and password. The first time you sign in, you must use the credentials established during the installation for the application user.

If you have [[#Downloading_and_Installing_Language_Packs|downloaded and installed language files]], the sign in page also has a drop-down for selecting your language.

When you see a "trusted certificate" warning, acknowledge it—for example, by clicking ''Continue to Web Site'' in Internet Explorer or ''I understand the Risk'' in Mozilla Firefox. This saves the certificate to the browser. For some browsers, you may want to [[#Obtaining_a_CA-Signed_Certificate|obtain and upload a CA-Signed certificate]] so that the security warnings do not persist.

A successful sign-in presents the SocialMiner interface to the Home tab. Most users see one other tab: the Configuration tab. Administrators also see an Administration tab.

= The Home Tab =

Topics:

[[#Reviewing_Social_Contacts_By_State|Reviewing Social Contacts By State]]

[[#Replying_to_Social_Contacts_from_the_Home_Tab|Replying to Social Contacts]]

[[#Tagging_Social_Contacts|Tagging Social Contacts]]

[[#Settings|Settings]]

[[#Training Bayesian Filters|Train Filters]]

[[Image:SocialMinerHome.png|thumb|right|450px|Administrators see three SocialMiner tabs]]

The SocialMiner Home tab is a dynamic "Inbox" for viewing and responding to [[#What_is_a_Social_Contact.3F|social contacts]]. No social contacts appear on this tab until you:

#Configure at least one [[#Feeds|Feed]].
#Configure at least one [[#Campaigns|Campaign]].
#Add the Feed to the Campaign.
#Select the Campaign from the drop-down menu on the upper-left.

You can show social contacts that are in specific states (Open, Handled, or Discarded). You can also open [[#Settings|Settings]] to show only those social contacts with specific tags or to enable training mode for a Bayesian filter.

The SocialMiner Home tab is dynamic in these ways:

*A bar appears periodically at the top of the page indicating that there are one or more new social contacts in the campaign. You can click the bar to refresh the results, or click the refresh icon at the upper-right.
*State changes and new tags made by one agent are immediately visible to all agents working in that campaign.

'''VIDEO:''' View a [http://www.youtube.com/watch?v=iteoPj6B52g&hd=1 video] about handling social contacts on the Home tab. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.
== What is a Social Contact? ==

The term Social Contact refers to a post collected by SocialMiner. A social contact can be a Tweet, a Facebook wall post, a Blog, or a Forum post.

For example:

#When a customer tweets and the tweet matches the Feed criteria of SocialMiner campaign, that tweet is captured by SocialMiner and stored in the datastore as a social contact.
#An agent's reply to that tweet is captured and saved as another social contact.
#The customer reply to the agent's reply is captured as a third social contact.

A social contact remains in the datastore until it is [[#Purge_Settings|purged]].

SocialMiner stores the following for each social contact:

*Author—the username of the person who posted
*Creation Date—date stored in SocialMiner
*Title
*Description
*Published Date—date it was published on the Internet (Not all feeds have this.)
*Source type—the type of feed that collected the social contact
*Tags—tags applied by SocialMiner users

== Reviewing Social Contacts By State ==

A social contact can be in one of four states: Unread, Reserved, Handled, and Discarded. Use the drop-down on the Home tab to show contacts of only that state:

'''Show Open''' - Open social contacts are those in the ''Unread'' or the ''Reserved'' state. They have not yet been acted on. All social contacts captured by SocialMiner are initially in the Unread state and appear when you Show Open.

'''Show Handled''' - These social contacts have been handled by an agent. If the social contacts from an RSS feed, the agent has opened them. If the social contacts are from a Twitter or Facebook feed, the agent has replied to them.

'''Show Discarded''' - These social contacts have been discarded by an agent, perhaps because they do not require response. Discarded contacts remain in the system until they are deleted by the next [[#Purge Settings|purge.]]

=== Working with Social Contacts ===

A social contact state can be changed by any user at any time by a click of a social contact state button. The name of the last user to change a state appears next to the social contact as soon as the change occurs: for example, ''Discarded: User2''.

State changing can be done by different agents. For example, Agent1 can reserve a social contact, and Agent2 can handle it.

'''To undo a state change''', show the list for that state, locate the social contact, and click the icon again to reverse the state.

For example, if you set a social contact to Handled and then change your mind about handling it:

#Select Show Handled.
#Locate that social contact.
#Click the Handle icon. This toggles the state of that social contact back to Unread. It is removed from the Show Handled list immediately and returns to the Show Open list within a few seconds.

Social contact state is universal across the SocialMiner system. For example, if one user handles a social contact, the social contact appears as handled in the browser interface for all other users. This is the case even if the social contact appears in multiple campaigns.

== Replying to Social Contacts from the Home Tab ==

[[Image:CampaignResultsCiscoTwitterReply.png|thumb|right|450px|Twitter Reply Template]]

SocialMiner lets you reply to social contacts using [[#Reply_Templates|Reply Templates]]. There are two system-defined templates: Cisco Twitter and Cisco Facebook. Administrators can add custom reply templates.

You can select only one reply template per feed, and you do this on the Add/Edit Feed page for each Feed Type.

=== Replying to a Twitter Social Contact ===

Ways to reply are to:

*direct-message the author of the Tweet.

*create an "@" reply that is viewable to everyone on Twitter.

*configure the feed to respond with the Cisco Twitter reply template, which allows you to follow the recipient of the message if you are not currently following them.

To reply to a tweet using the Cisco Twitter reply template:

'''1.''' Select a Twitter Account social contact and click Reply. The Cisco Twitter template opens and provides the following fields:

*Account: Select the Twitter Account from which you are replying. All Twitter Accounts configured on this system appear in the dropdown menu.
*Once the account is selected, the system checks the Follow status of the intended recipient. If the account is not already following the recipient, you can click Follow to begin following.
*For your convenience, the conversation history of the social contact is listed below the selected social contact. You can reply, retweet, or Direct Message to any tweet in the conversation. The social contact that was originally reserved is marked as handled even if you do not reply to the most recent tweet in the conversation. The status of the other social contacts (tweets) in the conversation does not change.
*Select the type of reply: either Direct Message, retweet, or reply. A pop-up text box appears where you can enter your message. Note: You can only Direct Message a Twitter user if the intended recipient is following you. Replies and retweets are posted to the timeline of the Twitter account. A Direct Message is sent directly to the poster of the tweet.
*Enter your reply in the pop-up text box. Text input is limited to 140 characters. The current character count is listed at the upper right of the text box.

'''2.''' Click Send to send the reply. This marks the social contact as Handled.

Note that the reply template is customizable. The instructions above pertain to the default Cisco Twitter template. If your administrator has provided a custom reply template, the steps for replying may be different.

=== Replying to a Facebook Fan Page ===

Ways to reply are to:

*click the link on the social contact to open the post or comment and enter your comment.

*configure the feed to use the Cisco Facebook reply template and respond directly to the Fan Page from SocialMiner.

Facebook accepts content from a Facebook Reply Template only if the person who [[#Facebook_Fan_Page_Feed_Type|added the Faceboook Fan Page feed]] received authorization from Facebook by clicking '''Get Post Authorization'''. Facebook ensures that the user is a fan of the page and has permission to post.

'''1.''' Select a Facebook social contact. Click the Reply button.

The Cisco Facebook Reply form opens to show:

*the name of the person who posted or commented on the Facebook page.
*a text area for your comment.
*a Like indicator.

If you have never replied, or if you have previously replied with an Unlike, the template shows Like. If you have previously replied with Like, the template shows Unlike. You can reply without selecting Like or Unlike.

'''2.''' Click Send to send the reply. This marks the social contact as Handled.

The instructions above pertain to the default Cisco Facebook reply template. If your administrator has created and configured a custom reply template for Facebook, the steps for replying may be different.

=== Replying to an RSS Social Contact ===

You cannot reply directly to a social contact from an RSS feed. You can, however, tag the RSS contact and set notifications so that an agent receives an email or an Instant Message for the social contact.

= Tagging Social Contacts =

Tags are labels that allow you to categorize social contacts, to track workflow, and to set up [[#Notifications|notifications]].

For example, all social contacts that mention billing concerns could be tagged with ''Billing''. You could then set up notifications to email social contacts with that tag to Customer Service.

You can tag similar social contacts with the same tag, then use the [[#Settings|Settings page]] to filter the list of social contacts to show only social contacts with a particular tag.

'''Adding Tags'''

When you hover over a social contact, you see a text box and a '''Tag''' button.

To enter a tag, click the text box and type the tag. Then press '''Enter''' or click '''Tag'''. The new tags are immediately visible to all users who view that social contact. You can add a maximum of twenty tags to a social contact. Use commas to separate multiple tags.

Social contacts are not duplicated even when they appear in multiple campaigns. When a user tags a social contact in one campaign, the tag appears to other users who are viewing that social contact from another campaign.

'''Suggested Tags:'''

A maximum of ten common or recently used tags for the selected campaign appear as 'suggested tags' links to the right of the Tag button. You might need to click Refresh to see newly-added suggested tags. To add one or more of these suggested tags to the social contact. click the link for the suggested tag. These suggestions provide one-click tagging for commonly used tags. The suggestions are specific to the campaign, not to the entire SocialMiner system, and are only updated on a refresh.

'''Deleting Tags'''

To delete a tag from a social contact, click the small, grey x at the right of the tag name.

'''Automatic Tags''' You can also configure up to ten automatic tags for a feed. All social contacts pulled in for that feed have these auto-tags. See [[#Automatic_Tags_for_Feeds|Automatic Tags for Feeds]].

'''VIDEO''': View a [http://www.youtube.com/watch?v=Sy6CIKDyYIM&hd=1 video] about using tags.
Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

= Settings =

Click the Settings icon at the top right of the Home tab open the Settings page. Use this page to show or hide social contacts by tag and to enable training for a [[#Bayesian Filters|Bayesian filter.]] Although tags and Bayesian filters are global (all users can see them), settings are user-specific. Your changes to Settings determine what ''you'' see for the campaign but do not do not effect what others see in the campaign.

= Training Bayesian Filters =

If you have [[#Filters|added a Bayesian filter]], you can select it on the Settings page to activate training mode.

''None'' is the default on the Settings page. Selecting a Bayesian filter enables filter training and changes the campaign display on the Home tab to show Plus (+) and Minus (-) training buttons for each social contact.

*Click the Plus button to mark the social contact as being ''in'' this filter. (This tells SocialMiner: ''Keep social contacts similar to this one. Do not filter out social contacts like this''.)

*Click the Minus button to mark this social contact as "out" of this filter. (This tells SocialMiner: ''Do not include social contacts like this one''.)

To disable training mode, return to the Settings page and select ''None''.

Training settings are user-specific. Your changes to enable training mode do not effect what others see for the campaign.

= Feeds =

[[Image:SocialMinerfeeds854.png|thumb|right|300px|SocialMiner Feeds]]

Topics:

*[[#Feed States|Feed States]]
*[[#Adding_and_Editing_Feeds|Adding and Editing Feeds]]
*[[#Adding Feeds using the Feed Bookmarklet|Adding Feeds using the Feed Bookmarklet]]
*[[#Feed_Types|Feed Types]]
**[[#RSS_and_Authenticated_RSS_Feeds|RSS and Authenticated RSS Feeds]]
**[[#Facebook_Fan_Page_Feed|Facebook Fan Page Feed]]
**[[#Push_Feed|Push Feed Type]]
**[[#Twitter_Account_Feed|Twitter Account Feed]]
**[[#Twitter_Stream_Feed|Twitter Stream Feed]]
*[[#Polling_Interval_for_Feeds|Polling Interval for Feeds]]
*[[#Minimum_Age_for_Feeds|Minimum Age for Feeds]]
*[[#Automatic_Tags_for_Feeds|Automatic Tags for Feeds]]
*[[#Deleting_Feeds|Deleting Feeds]]

 The Feeds gadget is on the SocialMiner Configuration tab.

A '''Feed''' is a configured source for capturing social contacts—a view set of specific data you want to capture. Setting up feeds is a foundational step for your SocialMiner system. You see no social contacts on the Home tab until you configure at least one feed and add it to a campaign.

'''Note''' If your server is behind a firewall, the administrator may need to configure SocialMiner to use a proxy to reach the internet. See [[#Proxy_settings|Proxy Settings]].

'''Note also that''': SocialMiner uses a process called de-duplication to automatically remove duplicate social contacts. For example, if a user configures several ''overlapping'' feeds that capture the same result, then SocialMiner does not capture the same social contact twice. The de-duplication functionality relies on the unique URL of the post. For example, each Tweet or blog has a unique URL. Before SocialMiner creates a new social contact in the datastore, it first verifies that the URL of that social contact is not already in the datastore.

== Feed States ==

Icons are used as visual indicators to display the state of each feed. Hover the cursor over the icon to display a tool tip that explains the state.

== Adding and Editing Feeds ==

To create a feed, click '''Add''' in the feed list view. To edit the settings for a feed, click its name.

Select the feed type and complete the fields for the feed type. The fields vary by feed type.

Social contacts retrieved by feeds are time-limited by the number of days defined in the Purge Social Contacts older than (days) setting of the [[#Purge_Settings|Purge Settings tool]]. (This tool is on the Administration tab and is used by Administrators only.)

If you change a feed (for example, to rename it, change the URL, or change the polling interval), you do not need to re-add it to the campaign.

== Adding Feeds using the Feed Bookmarklet ==

Release 8.5(4) supports creating Twitter Search and RSS feeds using a [http://en.wikipedia.org/wiki/Bookmarklet Bookmarklet].

Bookmarklets are "smart bookmarks" that include JavaScript. Creating a feed using the Feed Bookmarklet is a one-click method for adding feeds to SocialMiner and eliminates the need to complete fields on the Add Feed form and to copy/paste the URL.

'''To get and use the Bookmarklet:'''

1. From the Feed Configuration gadget, drag the ''Feed Bookmarklet'' link at the bottom of the gadget to the Mozilla Firefox Bookmarks toolbar. (If you click the Feed BookMarklet link directly, you see a message instructing you to drag the link to the toolbar.) The Feed Bookmarklet remains on the toolbar unless you delete it, although there is no reason to do so.

2. Navigate to a Twitter ad-hoc or saved Search result page or to a website with RSS feeds.

3. From that page, click the Feed Bookmarklet bookmark that you dragged to the Bookmarks toolbar. A message displays if the page has no feeds.

4. If you are prompted to log in, enter your SocialMiner login credentials. You must authenticate once per browser session.

5. For Twitter Searches, a SocialMiner window opens indicating that a feed for the search was saved, along with the Name and URL of the feed. If the feed was not saved, you see a message indicating the problem.

6. For websites with RSS feeds, the SocialMiner window captures all feeds on the page and filters them with icons indicating whether they are standard feeds or possible feeds.
*A green checkmark displays for standard feeds. SocialMiner qualifies RSS feeds as "standard" when their URLs are indicated as such by the website.
*A blue question mark indicates that the feed is possibly an RSS feed, but may not be. SocialMiner qualifies RSS feeds as "possible" when their URLs simply contain "rss", "atom", or "feed".
Note that some URLs may be filtered out of the list even if they meet the above criteria—for example, they will not be captured and displayed if they include embedded scripting.

7. Click the link that you want to add as a feed. The SocialMiner window updates to indicate that the feed was saved, along with the Name and URL of the feed. You see an error message if there was a problem saving the feed.

8. Close and re-open the Feed Bookmarklet for each URL in the list that you want to save. You see an error if you try to save a duplicate feed (a feed with the same Name as one that is already saved).

9. After saving a feed, navigate to the SocialMiner Configuration tab. The feed displays in the Feed gadget list. Feed names are truncated at 85 characters.

10. Proceed as you would with any feed to edit the name, description, polling interval, and minimum age; and to add automatic tags.

11. Add the feed to a campaign.

== Feed Types ==

SocialMiner supports the following types of Feeds. Each feed type has unique settings, which are described in the sections below:

*[[#RSS_and_Authenticated_RSS_Feeds|RSS and Authenticated RSS]]
*[[#Facebook_Fan_Page_Feed|Facebook Fan Page]]
*[[#Push_Feed|Push Feed]]
*[[#Twitter_Account|Twitter Account]]
*[[#Twitter_Stream|Twitter Stream - Administrators only]]

 

=== RSS and Authenticated RSS Feeds ===

RSS is one of the simplest and most widely-available means for SocialMiner to capture social contacts, because there are many forum and blog sites that support [http://en.wikipedia.org/wiki/RSS RSS]. You can create an RSS feed as described below; you can also create a feed using the [[#Adding_Feeds_as_Bookmarklets|Feed Bookmarklet]].

SocialMiner supports the following RSS Feed standards:

*[http://validator.w3.org/feed/docs/rss1.html RSS 1.0]
*[http://validator.w3.org/feed/docs/rss2.html RSS 2.0]
*[http://tools.ietf.org/html/rfc4287 ATOM 1.0]

The Authenticated RSS feed type is similar to RSS but requires [http://en.wikipedia.org/wiki/Basic_access_authentication basic authentication]. The username and password are encrypted and stored in the SocialMiner configuration database.

'''VIDEOS:'''

*View a [http://www.youtube.com/watch?v=YneS1h1catg&hd=1 video] about adding RSS Feeds.
*View a [http://www.youtube.com/watch?v=L9YhIEpKC5c&hd=1 video] about adding Authenticated RSS Feeds.

Although these videos were created for an earlier version of SocialMiner and show an older user interface, they present accurate information.

 '''About Paging from RSS Feeds'''

SocialMiner does not support the reading of multiple "pages" from an RSS feed. SocialMiner captures the posts that are presented on the first (main) page returned by a site. This limitation prevents the system from capturing posts prior to the current page of results and allows SocialMiner to capture all results going forward as long as the site generates a page or less of results in each interval.

Some sites allow the URL to specify the number of results on a page. If you use this feature to set the number of results to return and you also regulate the polling interval, you can optimize system performance and reduce load on the site, while ensuring all posts are captured.

'''Configuring RSS and Authenticated RSS'''

To configure an RSS or Authenticated RSS feed:

#Access the Feed gadget.
#Click Add.
#Select RSS or Authenticated RSS feed type, and enter the following fields:

*Type—Required
*Name—Required
*Description
*URL—Required. This must be a valid RSS Feed
*Username—Username for the feed. Required for Authenticated RSS feed. Not Applicable to RSS Feed.
*Password—Password for the feed. Optional for the Authenticated RSS feed. Not Applicable to RSS Feed.
*[[#Polling_Interval_for_Feeds|Polling Interval]]—Number of minutes to wait between refreshing this feed.
*[[#Minimum_Age_for_Feeds|Minimum age]]—The number of hours old a post must be before it is included as a result. This allows you to exclude recent posts.

4. Optionally, provide [[#Automatic_Tags_for_Feeds|Automatic Tags]] for the feed.

5. Click '''Save''' to save the feed.

=== Facebook Fan Page Feed ===

'''About Facebook Fan Page Feeds'''

The Facebook Fan Page Feed type captures all wall posts and comments on wall posts that are posted to a Fan Page.

Fan Pages are public, and no username or password is required to capture the postings on a Facebook Fan Page. This means it is possible to capture postings on Fan Pages operated by a company as well as Fan Pages set up by independent parties or even competitors.

Facebook wall posts and comments are captured by SocialMiner and rendered in a time-sorted stream. This rendering differs from the standard Fan Page layout. The goal of this layout is to ensure that 100% of the wall posts and comments are noticed by the consumer of the results. It is more difficult to achieve this goal when viewing the wall posts and comments directly on Facebook, as they are grouped by wall post instead of time-sorted.

When displayed in SocialMiner, Facebook wall posts and comments are differentiated by the format of the title:

*''Facebook post from [first name] [last name]''

*''Facebook comment from [first name] [last name] for "[post]"''

The link in the title provides a direct link to the wall post on Facebook. Note that Facebook does not anchor comments, therefore the link takes the browser to the wall posts to which the comment refers and not directly to the comment.

'''SocialMiner requires a clean Fan Page "Vanity URL".''' You will notice that Facebook appends certain parameters to a URL depending on how you navigated to the URL. For example, when you find the Cisco Contact Center Fan Page through Facebook search, you see this URL: http://www.facebook.com/#!/CiscoCC?ref=ts. However the direct URL for the fan page is http://www.facebook.com/CiscoCC. This base URL is what Facebook refers to as the "Vanity URL". The name "CiscoCC" was registered by the administrator of this page.

'''Note that''' some Fan Pages that have a number instead of a text name. (This is not common.) These are pages that have not yet registered a Vanity URL. In this case, the URL with the number satisfies the requirements of SocialMiner configuration.

'''Configuring a Facebook Fan Page Feed'''

'''VIDEO''': View a [http://www.youtube.com/watch?v=xHCjtcHbNws&hd=1 video] about configuring a Facebook Fan Page Feed. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

 To configure a Facebook Fan Page feed:

#Access the Feed gadget.
#Click Add.
#Select Facebook Fan Page feed type, and enter the following fields:

*Type—Required
*Name—Required
*Description
*URL—Required. This must be a valid Facebook Fan page The URL must start with <tt>http://www.facebook.com</tt>
*[[#Polling_Interval_for_Feeds|Polling Interval]]—Number of minutes to wait between refreshing this feed.
*[[#Minimum_Age_for_Feeds|Minimum age]]—The number of hours old a post must be before it is included as a result. This allows you to exclude recent posts.
*Reply template—The reply template to be used for replying to social contacts obtained from this feed. Defaults to the Cisco Facebook Reply Template.
*Optionally, provide [[#Automatic_Tags_for_Feeds|Automatic Tags]] for the feed.

4. When you complete the fields, you must '''Authorizing the Feed'''. To do this:

*Click '''Get Post Authorization''' to request authorization from Facebook that allows SocialMiner to post to the fan page. This opens Facebook.
*Sign in with your organization's Facebook username and password. Then click '''Allow''' to allow the Cisco Facebook Reply Template to post to the Facebook Fan Page.

Successful Authorization creates and saves the feed.

Posted replies will appear as being from the user who authenticated the posting. For example, if the posting was authorized by the Facebook account for Harrison Dental and employee Dr. Lee replies to a social contact, her reply is from Harrison Dental and not from her own Facebook account.

=== Push Feed ===

The push feed type allows you to "push" social contacts directly to SocialMiner through HTTP GET requests. A push feed is an interface for generating a social contact through a web form.

Using the Feed gadget, create a new feed and select the '''Push''' feed type.

'''1.''' Enter or edit the following fields.

*Type—Required
*Name—Required
*Description
*Reply template - The reply template to be used for replying to social contacts obtained from this feed.
*Optionally, provide [[#Automatic_Tags_for_Feeds|Automatic Tags]] for the feed.

'''2.''' Save the Push Feed.

'''3.''' Click the saved Push Feed from the list of Feeds to open it in Edit mode. You see a Sample Code link. The sample link contains working HTML code that displays the form fields you want for the GET request for your feed. These include Title, Author, and Description, Tags, and one Extension Field. Extension fields are a collection of custom name/value pairs for a social contact. In the default code, there is one Extension Field—Remarks. You can add additional Extension Fields. See [[#What.27s_New_in_Release_8.5.284.29|What's New in SocialMiner Release 8.5(4)]] for more on Extension Fields. The code also includes ''<input type='submit' value='Submit'/>''

 
<pre><style type='text/css'>span { display: inline-block; width: 100px; }</style>
<form action='http://10.86.141.251/ccp-webapp/ccp/pushfeed/100011' method='get'>
Title:<input type='text' name='title' /> 
Author:<input type='text' name='author' /> 
Description:<input type='text' name='description' /> 
Tags:<input type='text' name='tags' /> 
Remarks:<input type='text'name='extensionField_remarks'/> 
value='sample value' /> 
<input type='submit' value='Submit'/>
</form>
</pre>
'''4.''' Copy this code and save it as HTML. Edit the fields; then click Submit from the HTML form.

The code is authenticated against SocialMiner, and a URL to the new social contact is returned. The social contact will appear in the campaign that includes the Push Feed.

If the tags in the Push feed code are associated with notification rules, the notifications will trigger immediately when the social contact is submitted.

You can have multiple independent Push feeds on one SocialMiner system.

The Push Feed must be associated with a campaign in order to activate. As a best practice, create a test campaign prior to testing your Push Feed.

=== Twitter Account Feed ===

'''About the Twitter Account Type Feed'''

'''VIDEO''': View a [http://www.youtube.com/watch?v=9sIUUVp-WOo&hd=1 video] about configuring a Twitter Account Feed. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

See also [http://docwiki.cisco.com/wiki/SocialMiner_Twitter SocialMiner Twitter.]

The Twitter Account Feed Type uses the [http://apiwiki.twitter.com/Twitter-API-Documentation Twitter REST API]. This Feed type captures all of the Mentions and Direct Messages for a Twitter account. Twitter Account Feeds include all of the tweets that include "@USERNAME" as well as all of the Direct Messages to the @USERNAME account. This Feed type also captures tweet type, for example ''retweet'' or ''in-reply-to''. You can have only one Twitter Account for the same user per SocialMiner system.

The Twitter Account feed is configured using [http://en.wikipedia.org/wiki/OAuth OAuth]. During the feed configuration, SocialMiner redirects the user to Twitter to validate the Twitter account. This provides a security benefit, as using OAuth avoids the storage of the user's Twitter account information on the SocialMiner server. Clicking Save opens the Twitter authentication service in a new browser window. (You might need to authorize pop-ups in your browser.) Follow the directions on the screen to authorize SocialMiner to access the Twitter account.

If you are already signed in to Twitter using the same account you entered in the Feed configuration, click Allow.

If you are not signed in at all, you will be prompted to enter the Twitter Username and Password for the account. It is also possible that you are logged in to a different Twitter account, perhaps your personal account. If that is the case, click sign out, then sign in with the correct account and click Authorize app. After you click Authorize app, the browser window closes and you return to the Feed Configuration gadget with your new feed successfully created.

You have now authorized SocialMiner to access all Twitter functionality for this account.

Note that Twitter Accounts are [https://dev.twitter.com/docs/rate-limiting/faq rate-limited] by Twitter.

Based on their authorization, Twitter provides SocialMiner with a key to enable access to the account. From this point forward, SocialMiner will be able to use the Twitter account. If any issues arise, you can [[#Reauthorize_and_Save_in_Edit_Mode|Reauthorize and Save in Edit Mode.]]

Twitter provides a list of applications (connections) that have been granted access to a Twitter account. A Twitter user can revoke access at any time. See http://twitter.com/settings/connections.

'''Configuring a Twitter Account Feed'''

#Access the Feed Gadget.
#Click Add.
#Select the Twitter Account feed type, and enter or following fields:

*Type—Select the Twitter Account feed type from the dropdown. Required
*Name—The name of the feed. Required
*Description
*Username—Required. A valid Twitter username for the user you will be posting as. '''Note:''' Only one Twitter Account Feed per Twitter username per SocialMiner server is allowed.
*[[#Polling_Interval_for_Feeds|Polling Interval]]—Number of minutes to wait between refreshing this feed.
*[[#Minimum_Age_for_Feeds|Minimum age]]—The number of hours old a post must be before it is included as a result. This allows you to exclude recent posts.
*Reply template—The reply template to be used for replying to social contacts obtained from this feed. Defaults to the Cisco Twitter Reply Template.
*Optionally, provide [[#Automatic_Tags_for_Feeds|Automatic Tags]] for the feed.

4. Click '''Save'''.

'''Save''' redirects you to the Twitter authentication service, which allows you to approve the use of this application with your Twitter account. Follow the directions on the screen to enter credentials to authorize access to the Twitter account.

==== Reauthorize and Save in Edit Mode ====

When you edit a Twitter Account feed, you see two buttons: Save and Reauthorize and Save.

If the icon next to a Twitter Account feed is red and the hover text for that icon reports authorization issues, open the Feed to edit it. Click Reauthorize and Save to initiate the Twitter authorization process.

If there is no indication that you need to reauthorize but you want to edit the feed for other reasons—for example, to change the Polling Interval—make the change and click Save.

=== Twitter Rate Limit ===

Twitter Rate Limit

Note that [https://dev.twitter.com/docs/rate-limiting/faq Twitter Accounts are rate-limited by Twitter,] with the following limits:

*Direct Messages: 250 per day.
*Updates: 1,000 per day. The daily update limit is further broken down into smaller limits for semihourly intervals. Retweets are counted as updates.
*Changes to Account Email: 4 per hour.
*Following (daily): 1,000 per day. Please note that this is a technical account limit only, and there are additional rules prohibiting aggressive following behavior.
*Following (per account): After an account is following 2,000 other users, additional follow attempts are limited by account-specific ratios.

 When the Twitter rate limit has been reached, the hover text for the feed warning icon shows text similar to this: "Rate limit reached. Feed will reactivate at 10:39 AM Last successful fetch time was 2 minutes ago, Success rate is 50%.”.

=== Twitter Stream Feed ===

'''About the Twitter Stream Feed'''

'''Important: Only one Twitter Stream per SocialMiner server is supported.''' Your server IP will be blacklisted by Twitter if you configure multiple Twitter Stream feeds. If your IP is blacklisted by Twitter, you must delete all Twitter Stream feeds and wait approximately 2 hours to remove your IP from the Twitter blacklist.

If you require multiple Twitter Streams, you must discuss this need with Twitter or deploy two SocialMiner systems. If you have more than one SocialMiner system going through a single proxy, or you are using some other software system that uses Twitter Streams through that same proxy, your Proxy will be blacklisted by Twitter.

The Twitter Stream feed type uses the [http://dev.twitter.com/pages/streaming_api Twitter Stream API] or what is sometimes referred to as the "firehose" interface on Twitter to provide realtime access to Tweets. This interface provides different capabilities than the [http://search.twitter.com/ Search API.] A benefit of this Twitter Stream is the speed and efficiency of capturing greater tweet volume at faster speeds. There is no polling interval since the interface pushes the Tweets to the SocialMiner server. The Twitter Stream API also provides more meta-data associated with the tweets then the Search API. For example, the Twitter Stream API provides the indication that a Tweet is in-reply-to another Tweet (this is not available via RSS).

A downside of the Twitter stream API is that it provides less searching/filtering capability then the search API. The interface supports keyword searching but, for example, it does not support exclusion of keywords. This limited searching capability results in more on-board filtering by the SocialMiner server. Also, the Twitter Stream reply does not provide historical results; therefore downtime in the SocialMiner system could result in missed Tweets.

The Twitter Stream API requires authentication. A Twitter account username and password is required to configure this type of feed. '''Note: Twitter only allows one Twitter Stream connection per account'''. If there are unrelated Twitter keyword searches required then you must configure multiple Twitter accounts, since adding unrelated keywords to one stream makes SocialMiner Campaign and Filter configuration difficult.

When Tweets are captured by SocialMiner using the Twitter Stream, the heading in the social contact indicates the type of Tweet. For example, the heading indicates if the social contact is a "Tweet" or "ReTweet" or if it is "in-reply-to". This type of context is not available when capturing Tweets via RSS.

See also [http://docwiki.cisco.com/wiki/SocialMiner_Twitter SocialMiner Twitter.]

 '''Configuring a Twitter Stream Feed Type'''

'''VIDEO''': View a [http://www.youtube.com/watch?v=E_JXmPaNiFk&hd=1 video] about configuring a Twitter Stream Feed. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

 

#Access the Feed gadget.
#Click '''Add'''.
#Select the Twitter Stream feed type, and enter following fields.

*Type—Required
*Name—Required
*Description
*Search Keywords—Required. A comma separated listed of search words to search on. Up to 200 keywords can be defined for a total limit of 2000 bytes.
**Each keyword must be between 1-60 bytes.
**At least one keyword must be defined.
**Commas in the keyword search stand for OR. Spaces in the keyword search stand for AND. You cannot search for exact strings. For example, if you enter "Cisco Telepresence" then the social contact returned contains Cisco and Telepresence in them, but not necessarily the phrase Cisco Telepresence.
**Do Not Use a Space after a Comma. If you use a space after a comma then only the first keyword is matched against.
*Username—Required. A valid Twitter username.
*Password—Required. Password for the Twitter username.
*Reply template - The reply template to be used for replying to social contacts obtained from this feed. Defaults to the Cisco Twitter Reply Template.
*Optionally, provide [[#Automatic_Tags_for_Feeds|Automatic Tags]] for the feed.

4. Click '''Save''' to save the feed.

=== Polling Interval for Feeds ===

The ''polling interval'' controls how often the SocialMiner system requests the feed. A shorter polling interval provides more frequent updates but creates more load on the SocialMiner server and on the sites publishing the feed. Some sites may have recommendations or restrictions on frequent polling and could block an application that polls too frequently.

The default SocialMiner polling interval for feeds is five minutes.

=== Minimum Age for Feeds ===

Use the minimum age setting to filter out recent posts.

This feature was implemented for forum sites that publish feeds of "unanswered posts." If you configure the "unanswered posts" feed URL in SocialMiner and set a long Minimum Age, for example 24 hours, the system only captures posts that are both unanswered (based on the RSS feed) and are older than 24 hours (based on the Minimum Age). This offers a simple way to implement the business strategy of light touch forum moderation.

Minimum Age is not applicable for Push Feeds or Twitter Stream Feeds.

=== Automatic Tags for Feeds ===

All feeds support the Automatic tags feature, which allows you to specify up to ten tags that are applied to new social contacts for a feed across all campaigns that include that feed.

To add an automatic tag to the feed, enter one or more tags into the Automatic Tags text box (separated by commas), then click Add.

To remove an automatic tag from the feed, click the small x next to the tag name.

== Deleting Feeds ==

Select the checkbox to the left of one or more Feed Names and click Delete. A confirmation dialog box appears. Click OK to confirm deletion of the selected feed(s).

= Campaigns =

Topics:

[[#Campaign_List|Campaign List]]

[[#Add_and_Editing_Campaigns|Add and Editing Campaigns]]

[[#Deleting_Campaigns|Deleting Campaigns]]

The Campaigns gadget is on the SocialMiner Configuration tab.

The purpose of a campaign is to group social contacts for handling by the social media customer care team. Social contacts are included in a campaign when one or more [[#Feeds|feeds]] are configured and are selected to be part of the campaign. When a feed becomes part of a campaign, new social contacts that arrive on that feed are immediately added to the campaign and appear on the Home tab. Optionally, campaigns can also have [[#Filters|filters]], which are used to narrow or modify the set of social contacts that are added to the campaign.

Social contacts can be discarded, but they are not actually removed from a campaign until they are [[#Purge Settings|purged]] or the campaign is deleted.

'''VIDEO''': View a [http://www.youtube.com/watch?v=6B28gxnFYtI&hd=1 video] about Campaigns, Campaign usage, and Campaign configuration. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

== Campaign List ==

For all SocialMiner campaigns, the Campaign Gadget shows:

*the name of the campaign
*the number of social contacts in the campaign
*a description of the campaign, and
*an RSS feed icon that is a link to the RSS feed ''from'' SocialMiner. The RSS feed allows someone to capture all the social contacts in a campaign using a RSS reader.

This list updates in real time. For example, it updates when another user adds a new campaign to the system, and the social contact count increments when new social contacts are retrieved for a campaign.

== Add and Editing Campaigns ==

To add a campaign, click Add in the campaign list view. Fill out the following fields, then click Save to save the new campaign.

#Enter a Name (required)
# Enter a Description (optional)
# Use the arrows in the Feeds and Filters panels to move one or several feeds and filters between the Available and Selected panes. You can save a campaign without adding a feed, but no social contacts will be retrieved for a campaign that has no feeds. [[#Filters|Filters]] are optional.
#Click Save.

Note: Once you click Save, the social contacts for the configured feeds are added to the campaign. Once added, social contacts can be discarded but cannot be removed from the campaign except by a [[#Purge Settings|purge.]] If a feed is removed from a campaign, new social contacts captured by that feed are no longer added to the campaign, but the social contacts previously included are not removed until the purge.

'''Note:''' if a feed is accidentally added to a campaign, and the social contacts MUST be immediately removed from that campaign, the only recourse is to delete the entire campaign and recreate it.

Adding a feed to multiple campaigns does not duplicate the social contacts in the datastore. The social contacts for that feed are simply counted in both campaigns.

== Deleting Campaigns ==

To delete a campaign, select the checkbox to the left of one or more campaign names and click Delete. A confirmation dialog box appears. Click OK to confirm deletion of the selected campaign(s). 

= Filters =

Topics:
*[[#Filter States|Filter States]]
*[[#Types_of_Filters|Types of Filters]]
*[[#Adding_and_Editing_Filters|Adding and Editing Filters]]
*[[#Deleting_Filters|Deleting Filters]]

The purpose of a filter is to modify and take action on social contacts as they enter the system and before they appear on the Home tab, allowing the social media customer-care team to focus on the most actionable social contacts.

Filters are run against social contacts as they enter a campaign. Filters do not run retroactively against social contacts that are already in a campaign.

You ''create'' filters in the Filter gadget on the Configuration tab.

You ''apply'' filters to campaigns in the Campaign Gadget by moving them between the Available and Selected panes, similar to adding and removing feeds. SocialMiner allows a total of 20 filters, and you can add a maximum of 10 filters to a campaign. Applying multiple filters to a campaign creates opportunities to layer filtering strategies to fine-tune results.

'''Note:''' When multiple filters are applied to a campaign, they are processed simultaneously. For this reason, you might have unexpected results for social contacts that have been processed by multiple filters.

== Filter States ==

Icons are used as visual indicators to display the state of each filter. Hover the cursor over the icon to display a tool tip that explains the state.

*A green icon means the filter is working properly.

*A red icon means an error occurred in the filter. Hover over the error icon to display a tool tip with the error text. '''NOTE''' that Cisco Support and the SocialMiner Forum on the Cisco Developer Network do not assist with Groovy script issues. Direct all troubleshooting requests to your script developer.

*A blue icon appears during a brief interim state while SocialMiner checks the status of the filter, after which the icon changes to red or green.

== Types of Filters ==

SocialMiner supports three types of filters:

*[[#Bayesian Filters|Bayesian]]
*[[#Author Filters|Author]]
*[[#Script Filters|Script]]

=== Bayesian Filters ===

'''VIDEO''': View a [http://www.youtube.com/watch?v=a1s5VTPaj6g&hd=1 video] about using Bayesian Filters. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

The Bayesian filter is a trainable filtering technology based on a [http://en.wikipedia.org/wiki/Bayesian_probability Bayesian] statistical probability model.
Bayesian filters are not pre-programmed or configured with business rules. You must apply a Bayesian filter to a campaign and then train the filter to recognize the content of "good" social contacts. When training a Bayesian Filter, you have the option to "train in" or "train out" each social contact in a campaign. After a sufficient amount of training, the filter begins to exclude unwanted social contacts from a campaign. See [[#Train Bayesian Filters on the Home Tab |Train Bayesian Filters on the Home Tab]].

The Bayesian filters can be used to for many reasons.

*A filter can take a broad keyword search and narrow the results down to the posts related to a specific brand. For example, a search for "Finesse" could return posts about hair products, Cisco software, and contract bridge. If the purpose of the campaign is to capture posts about the Cisco Finesse, the Bayesian Filter can be trained to exclude the social contacts about haircare and bridge.

*A filter can be trained to look for social contacts with negative sentiment (or positive sentiment), focusing the work of a customer support or marketing team.

*Filters can also be trained to include or exclude social contacts written in specific languages.

The training includes the complete text of the post, not just certain keywords, and therefore offers much more sophisticated filtering capability then a keyword exclusion approach to filtering.

[[Image:SocialMinerCampaignResultsTrainingMode853.png|thumb|right|450px|Training a Bayesian Filter]]

You can train a Bayesian filter using any campaign. Choose a campaign with some social contacts and open the Settings page to select the Bayesian filter you want to train. Then Save and close the Setting page. This puts you in training mode.

The name of the filter you've selected is at the top left of the Home tab, and you see a "+" and "-" button for each social contact. Click the "+" to "Train In" the social contact, indicating that this is the type of contact you would like the Filter to keep in the Campaign. Click the "-" to "Train Out" the social contact, indicating that this is the type of contact you would like the filter to reject.

The training does not impact the campaign until you [[#Add_and_Editing_Campaigns|edit the campaign]] and move the filter from Available to Selected.

As a best practice, create a test campaign that mirrors an existing "in production" campaign. Add several feeds to the test campaign - some that you know will have relevant posts and some with irrelevant posts. Create the filter and set the test campaign to training mode. The more you train the filter, the better the filter will perform, so it is important to do a significant amount of training before applying your filter to the "production" campaign.

=== Author Filters ===

View a [http://www.youtube.com/watch?v=9RafH_8KV5c&hd=1 video] about using Author Filters. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

The Author filter allows you to exclude specific social-contact authors. Social contacts posted by an author identified in an Author filter do not enter a campaign. For example, you may want to filter out your own posts or posts from team members.

Configuring an Author filter keeps your posts from showing up in your campaign and therefore reduces the number of posts you need to handle. It also improves the accuracy of the reporting metrics by excluding your own posts.

=== Script Filters ===

A script filter is custom code that system developers can create in the Groovy Scripting language. A script filter can apply tags, can change content, and can integrate with external systems to leverage services such as performing translation or invoking a Klout score for a social contact retrieved from a Twitter Account feed.

You can upload multiple Groovy scripts and attach each to a SocialMiner Script filter. There are examples of script filters in the SocialMiner 8.5(4) Developers Guide and on the Cisco Developer Network (CDN).

SocialMiner runs scripts in Groovy 1.8.

'''NOTE:''' During the upload, SocialMiner performs a basic syntactic validation but cannot validate that the script will work as expected. For this reason, test your scripts on a lab system before using them in production. SocialMiner also performs security checks on each script. For example, a script will not run if it will shut down the system, take longer than 30 seconds to execute, or access the SocialMiner file system.

For more on Script Security, refer to the SocialMiner Developers Guide. Scripts errors are visible when you hover the cursor over the filter icons on the [[#Filters|Filters gadget.]] You can also open the Runtime Error logs in the [[#System Logs|Log Directory]] to view the list of security breaches. Under the filename ''runtime/'', open the ''Error-runtime'' log and search for SCRIPT_FILTER_EXCEPTION.

[[Image:SocialMinerLogs.png|thumb|none|450px|SocialMiner Logs]]

You will be able to upload scripts that fail the security model and apply them to campaigns, but they will have no effect on the social contacts. The [[#Filters|Filters gadget.]] will show a red (failure) icon for the insecure script.

== Adding and Editing Filters ==

'''To add a Bayesian filter:'''
#Click Add.
#Select Type—Bayesian from the drop-down—Required.
# Enter a Name—Required. Name must be unique.
# Enter a Desciption—Some text to describe this filter.
#Click Save.

'''To edit a Bayesian filter,''' click the filter's name.

'''To add an Author filter:'''
#Click Add.
#Select Type—Author from the drop-down—Required.
#Enter a Name—Required. It must be unique.
#Enter a Description—Some text to describe this filter.
#Authors—Required. Enter an author to exclude from the feed; then click Add, Repeat to add another author.
#Click Save.

'''To edit an Author filter,''' click the filter's name.

'''To add a Script filter:'''
#Click Add.
#Select Type—Script from the drop-down—Required.
#Enter a Name—Required. It must be unique.
#Enter a Description—Some text to describe this filter.
#Click the Browse/Choose File button—Required. Button name varies by browser. Navigate to the groovy file on your local machine or network. Select it.
#Click Save.

'''To edit a Script filter,''' click the filter's name.

Click the Show Source button to open the groovy script file in a separate window where you can review and select/copy (but cannot edit) the source. You can also upload a new script file in Edit mode. If you do this, you can retain or change the Name and Description, as needed.

== Deleting Filters ==

Select the check box to the left of one or more Filter Names and click Delete to delete the filter. A confirmation dialog box appears. Click OK to confirm deletion of the selected filter(s).

= System Administration =

'''Only the SocialMiner Administrator, who is the Application User created during install time, can use this gadget on the Administration Tab.'''

[[Image:SocialMinerSystemAdministration853.png|thumb|right|300px|System Administration Gadget]] The System Administration gadget on the Administration tab provides the following system configuration and serviceability tools:

*[[#System_Status_and_Statistics|System Status and Statistics]]
*[[#Active_Directory|Active Directory]]
*[[#Mail_Server|Mail Server]]
*[[#Proxy_Settings|Proxy Settings]]
*[[#XMPP_Server|XMPP Server]]
*[[#Purge_Settings|Purge Settings]]
*[[#Reporting_Configuration|Reporting Configuration]]
*[[#RTMT_Download_Links|RTMT Download Links]]
*[[#Platform_Administration|Platform Administration]]
*[[#System Logs|System Logs]]

 

== System Status and Statistics ==

The top section of the gadget has three sections of system status and statistical information:

*Version Information showing the Application Software Version (the version of SocialMiner) and the Operating System Active and Inactive Software Versions (the version of the Cisco Unified OS).

*Server status for the main services—Datastore, Indexer, Runtime, and Eventing—and for the Hardware profile. You also see the status of the Mail Server and the external XMPP Server used for Instant Messaging notifications, if those servers have been configured.

*Two graphical meters showing the number of incoming social contacts per hour and the number of logged-in users. These meters help you determine if the incoming rate of contacts or the number of users are nearing the limits allowed by the server. If a meter is completely red, consider asking users to log out or modifying your feeds to reduce the amount of incoming social contacts.

== Active Directory ==

SocialMiner uses Active Directory to manage and administrate 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 be able to access SocialMiner.

The Active Directory connection permits users configured on the AD to access SocialMiner. You can configure the connection to allow all users on the AD to access SocialMiner, or to allow access to only a 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 implement that by configuring SocialMiner to authenticate with a specific role. If SocialMiner is authenticated with a specific Active Directory role, then only those Active Directory users with that role can use SocialMiner.

 To configure Active Directory, open the Administration gadget and click Edit. Enter or modify the following fields. Click Save when finished.

*'''Enabled''': (checkbox) When checked, the Active Directory connection is active. If not checked, then only the administrator can log into SocialMiner.
*'''Host''': Required if Enabled is checked. Provide the Host name or IP address and Port of the Active Directory server.
*'''Port''': Required if Enabled is checked. Provide the port for Active Directory. The default Active Directory port is 3268. If using SSL the default port is 3269.
*'''Use SSL''': (checkbox). Check to use SSL. Note you must also exchange security certificates with the AD server before SSL can work.
*'''Manager Distinguished Name''': Required if Enabled is checked. Enter the Manager Distinguished Name used to login to the Active Directory server, for example, on a default installation of Microsoft AD, the name is :''<tt>CN=Administrator, CN=users, DC=MYSERVER, DC=COM</tt>''. Replace MYSERVER and COM with your respective hostname.
*'''Manager Password''': Required if Enabled is checked. The password for the AD Manager account.
*'''Role Name''': (optional) The Active Directory role or Active Directory group of users who are allowed to access SocialMiner. If this setting is blank or * then all users in Active Directory are allowed access to SocialMiner.

=== Exchanging Security Certificates with AD ===

To enable SSL for the Active Directory 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 Active Directory server:

#Verify that the Active Directory has the Certificate Services service installed.
#Select '''All Programs > Administrative Tools > Certificate Authority'''.
#Expand the domain node and select Issued Certificates.
#Double click the certificate to open it.
#Open the Details tab and click Copy to file.
#An Export wizard appears. In the wizard select DER encoded binary.
#Using the wizard to select a location to save the file.
#Click Finish.

On the SocialMiner Server:

#Open the Cisco Unified Operating System Administration page. The link is available from the gadget.
#Select Security > Certificate Management.
#Click Upload Certificate.
#For the Certificate Name, select tomcat-trust.
#In the Upload File field, select the file to upload by clicking Browse... Select the certificate file you saved from the Active Directory server.
#Click Upload File.
#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 social media customer care representatives are configured in Microsoft Active Directory. As these users sign into SocialMiner, successfully authenticate against Active Directory, and begin to take actions on the system, their actions are associated with their Active Directory User ID.

== Mail Server ==

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

To configure the Mail Server, click Edit at the bottom of the Mail Server setting and edit the following:

*Enabled: Check to enable the Mail Server connection
*Mail Server Host: Required if Enabled is checked. The IP address or Hostname of the Mail Server.
*Mail Server Port: Required if Enabled is checked. The port for the mail server. This is set for port 25 by default. The mail server may open port 465 instead for SSL/TLS connections. For example, the Gmail SMTP server (smtp.gmail.com) uses port 465.
*From Email Address: Required if Enabled is checked. The email address from which emails are sent.
*Use Authentication: Check to user SMTP authentication to connect to this mail server. The following two fields are editable only when Use Authentication is checked.
*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 unchecked. Check this if a secure connection is preferred and is supported by the mail server. The mail server certificate is not validated for this release. You must check this if you are using the Gmail SMTP server (smtp.gmail.com).

Click '''Save''' to save your changes.

== Proxy Settings ==

[[Image:SocialMinerFeedsProxySettings.png|thumb|right|300px]]

Consult your Network Administrator for the proxy name and port. The same proxy is used across all feeds.

The link for proxy settings is available in the Administration gadget.

To configure the proxy, click the Proxy Configuration link, and edit the following field. Click '''Save''' when finished.

*'''Enable Proxy''' (checkbox)—When checked, feeds are accessed through the provided proxy server.
*'''Hostname'''—Required when Enable Proxy is checked. The IP address or hostname of the proxy server.
*'''Port'''—Required when Enable Proxy is checked. The port for the proxy server.
*'''Exclusion Patterns'''—You can add and remove hostname or IP addresses for servers not requiring a proxy.
**To add an exclusion, type the exclusion into the text box and click Add.
**To remove an exclusion, click the red X to the right of the exclusion.
**Wildcards are supported, for example *.cisco.com excludes all servers with a cisco.com hostname and 10.86.* excludes all IP addresses starting with 10.86

Click Save to save the settings and return to the Feed gadget page.

'''Notes''':

*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 a http/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.

== XMPP Server ==

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

To configure the XMPP Server, click Edit at the bottom of the XMPP Server setting and edit the following:

*Enabled: Check to enable the XMPP Server connection
*XMPP Service Lookup: Check to enable XMPP Service Lookup. When enabled, the User Name's domain is used to connect to the correct XMPP Server.
*XMPP Server Host: The IP address or Hostname of the XMPP Server. Not applicable is XMPP Service Lookup is checked.
*XMPP Server Port: The port for the mail server. This is set for port 5222 by default. Not applicable if XMPP Service Lookup is checked.
*User Name: The user name is used to sign in to the XMPP Server.
*Password: The password for the above User Name. NOTE: If you change your XMPP password for any reason—intentionally or to comply with network policy—change it here.

Click '''Save''' to save your changes.

== Purge Settings ==

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

'''Important'''! Purge settings take effect as soon as you click '''Save'''. If any of the criteria are met, such as Emergency purge when disk usage exceeds (%), the purge starts immediately.

To configure purge settings, click Edit at the bottom of the purge settings tool and edit the following:

'''DataStore Purge Settings:'''

*Purge Social Contacts older than (days): Social contacts older than this number of days are purged. Valid values are 1 - 30.
*:'''Important!:''' SocialMiner will not retrieve social contacts older than this setting.
*Emergency purge when disk usage exceeds (%): Begin an emergency purge if disk usage exceeds this value. Valid values are 60 - 90. When an emergency purge executes, social contacts older than the 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 reporting purge starts.

Click '''Save''' to save your changes.

== Reporting Configuration ==

Reporting configuration allows you to set or change the Informix password for the reporting user. You cannot change the reporting user's username. It is set to ''reportinguser''.

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 Developers Guide.

To set or change the password for the reporting user, enter a new password in each of the password fields and click Save.

This section also displays the Reporting Server and Database information. 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 Cisco Unified Intelligence Center, this is the ''Instance''.
*Reporting Database—The Informix database name for reporting.
*Database Type —The type of database (Informix).
*Username—The reporting username is fixed at 'reportinguser' and cannot be changed.
*Password/Re-enter New Password—The password for the reporting user.

When configuring Cisco Unified Intelligence Center, you must select UTF-8 as the character set.

== RTMT Download Links ==

Links are provided to download the Cisco Unified Real Time Monitoring Tool (RTMT). SocialMiner uses the same RTMT as the one used for Cisco Unified Communications Manager.

Details on Installing and Configuring RTMT can be found on the Cisco web site: [http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/service/8_0_1/rtmt/rtinst.html Installing and Configuring Cisco Unified RTMT]

== Platform Administration ==

Platform Administration 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''
*''Disaster Recovery System''—Use tools on this interface to back up and restore.

SocialMiner uses the same platform administration tools as Cisco Unified Communications Manager. Detailed online help is available in the tools.

== System Logs ==

The System Logs tool provides links to access the '''Log Directory''' of SocialMiner or to perform a '''System Health Snapshot'''.

'''Important!''' Do not click 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.

= Notifications =

'''Only the SocialMiner Administrator, who is the Application User created during install time, can use this gadget on the Administration Tab.'''

'''VIDEO:''' View a [http://www.youtube.com/watch?v=gqhkQlHW4Cs&hd=11 video] about configuring Instant Message Notifications. View a [http://www.youtube.com/watch?v=I_GbeTwt7zo&hd=1 video] about configuring Email Notifications. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

The Notification gadget on the Administration Tab lets you view, delete, edit, and add notification rules. Set up notification rules to send messages in reference to tagged social contacts.

If a reply template is associated with the social contact for which the notification is sent, the person who clicks the link in the IM or email opens SocialMiner to that reply template.

You can also send notifications to a mobile phone using an SMS Gateway service. Here is a list of [http://en.wikipedia.org/wiki/List_of_SMS_gateways SMS Gateways by carrier.]

'''Notes:'''

Establishing a notification rule for email requires that the administrator has [[#Mail_Server|configured a Mail Server]] in the System Administration gadget.

Establishing a notification rule for IM requires that the administrator has [[#Xmpp_Server|configured an XMPP Server]] in the System Administration gadget.

Notifications are triggered by tags. For email and IM, you have set up tags for social contacts. See [[#Tagging_Social_Contacts|Tagging Social Contacts on the Home tab]] and [[#Automatic_Tags_for_Feeds|Automatic Tags]].

IM and Email Notifications do not accept replies. The intent is to notify, not to open a dialog.

Auto-tagging or adding multiple tags at the same time (in one operation) generates multiple notifications to the same recipients list.

Using the Notification Gadget you can:

*delete a notification, by checking the box next to the notification name and clicking Delete.
*edit a notification, by clicking the notification's name.
*add a notification, by clicking Add.

To configure a notification, provide or edit the following fields in the Notification gadget.

#Type—Required. The type of notification. Notifications can be:
##Email—Notification is sent over email - A Mail Server must be configured in the System Administration gadget to send Email notifications.
##IM—Notification is sent over IM - An XMPP server must be configured in the System Administration gadget to send IM notifications.
##HTTP—Reserved for developer applications that deliver social contact data to an external application.
#Name—Required. The name of the notification.
#Description—A brief description of the notification.
#Campaign—Required. Select a campaign to which you are associating this notification.
#Tag—Required. Enter a tag for this notification and click '''Add'''. Repeat for each tag. Notifications are sent when a social contact is tagged with this tag and exists in the Campaign above. To remove a tag, click the x at the right of the field.
#Addresses—Enter an address and click '''Add''' to add an address to this notification. Repeat for multiple addresses. Addresses must be in the format <tt>user@domain.com</tt>. Used only for Email and IM Notifications, for which it is Required. To remove an address, click the x at the right of the field.
#Subject—The email subject for this notification. This field is only available for Email notifications. Subject is optional and is blank by default. As a best practice, enter a subject for email notifications.
#Body—The body for this notification. HTML tags are supported for Email Notifications. IM notifications are sent using plain text. The body of the message supports variables so you can customize the information sent in the notification. See "Notification Body Variables" below.

 

== Notification Body Variables ==

The notification body for emails and instant messages can contain keywords in the syntax ${KEYWORD}. These keywords will be replaced with values from the Social Contact. Keywords are listed here in uppercase, but they are case-insensitive.

Note: By default, the body of the message contains the URL of the social contact—the '''${SC_SCREEN_URL}'''. You can add the following variables to the body of the notification to include the value of the variable in the notification. For Email Notifications, you can also use HTML tags to stylize the notification. IM notifications are sent using plain text.

*${SC_AUTHOR}—the Social Contact Author (not available in all feeds)
*${SC_CREATED_DATE}—Date the Social Contact was created in the system.
*${SC_DESCRIPTION}—The description of the social contact. Typically this is the tweet, RSS post, facebook fan page post, etc.
*${SC_PUBLISHED_DATE}—The publish date of the social contact (not available in all feeds)
*${SC_SCREEN_URL}—The URL to the social contact in the results gadget. Clicking this URL allows you to instantly reserve/reply to the social contact.
*${SC_SOURCE_TYPE}—The feed type of the social contact, for example; RSS, Twitter Stream, Twitter Account, FaceBook
*${SC_TAGS}—The tags for this social contact.
*${SC_TITLE}—The title of the social contact.
*${SC_EXTENSION_FIELDS.<fieldname>}—This variable adds a specific, named extension field for the social contact. You can add a maximum of 100 extension fields, up to one megabyte of information.
*${SC_EXTENSION_FIELDS}—This variable adds all extension fields that exist for the social contact. They appear in the body in alphabetical order by name, in the format ''Name: Value''. If no value was defined, you see ''Name: (—)''. If there are no extension fields, the variable is removed from the message body.

If the body an email notification includes:

:The author of this Social Contact is: ${SC_AUTHOR} 
:The message contents are as follows: ${SC_DESCRIPTION} 
:You can Reserve/Reply to the Social Contact <a href="${SC_SCREEN_URL}">here</a>.

The actual email notification sent would appear as:

The author of this Social Contact is: Joe Somebody
The message contents are as follows: This is a TWEET!
You can Reserve/Reply to the Social Contact here.

= Reply Templates =

'''Only the SocialMiner Administrator, who is the Application User created during install time, can use this gadget on the Administration Tab.'''

The SocialMiner Reply Templates gadget on the Administration Tab lists all available Reply Templates. The gadget displays the two installed system-provided templates and allows you to configure custom reply templates to be used with the system.

'''System Templates''':
The two system-defined templates cannot be edited or deleted. They are:

*Cisco Twitter Reply Template—Used for [[#Twitter Account Feed Type|Twitter Account]] and [[#Twitter Stream Feed Type|Twitter Stream]] feeds only, for which it is the default option. This template opens when you reply to a tweet on the Home tab.

*Cisco Facebook Reply Template—Used for [[#Facebook_Fan_Page_Feed_Type|Facebook Fan Page feeds]] only, for which it is the default option. This template opens when you reply to a Facebook Fan Page on the Home tab.

'''Custom Templates''':
An administrator can develop custom reply templates and use them for RSS, Twitter, or Facebook feeds. Until you create a custom template, ''No reply template'' is the only reply template option for a Push or RSS feed.

'''To add a custom template:'''
#Click Add.
#Enter a name (Required).
#Enter the URL for the location of the custom template code (Required).

An example of code for a reply template is provided [[Custom Reply Template|here]]. Users must copy and paste the code to another HTTP server that the SM server can reach - remembering to replace <SocialMinerServerAddress> with the address to their SM server whereever it appears in the code (there are several instances). The source code is commented and provides details on the SocialMiner javascript functions required.

See also [http://docwiki.cisco.com/wiki/SocialMiner_Labs#Lab_8_Using_Reply_Templates the Custom Reply training lab].

'''To delete a custom template:'''
#Select it.
#Click Delete.
#Confirm the deletion.

Reply templates must conform to the OpenSocial gadget standard. Some tips for converting existing HTML pages into OpenSocial gadgets can be found [http://code.google.com/apis/gadgets/docs/fundamentals.html#Existing here.]

After you have created your Reply Template, host it on a webserver that is accessible by SocialMiner, and use the Reply Template gadget to provide a name for the Reply Template and its location.

= SocialMiner Reporting =

SocialMiner maintains metrics on social contact volume and agent activities. These metrics are stored in a [http://en.wikipedia.org/wiki/SQL SQL] database for up to 18 months. The reporting database can be accessed using any SQL reporting tool including Cisco Unified Intelligence Center. Access to this database requires configuration of a reporting user in the SocialMiner system administration.

There are two main categories of reports:

*Campaign Reports - These metrics provide an indication of the total posting volume by customers as well as the responsiveness to customers. These are what could be described as "customer facing" metrics.
*Agent Reports - These metrics provide an indication of the agent productivity. These metrics could be used to evaluate agent speed or they could be used to measure total workload as a basis for staffing forecasts.

The Cisco Unified Intelligence Center templates for SocialMiner are available for download here: http://www.cisco.com/cisco/software/release.html?mdfid=283613136&catid=278875240&softwareid=283733464

'''Note''': For Cisco Unified Intelligence Center releases prior to 8.0(3), you must extract the templates from the zip file before importing them into Unified Intelligence Center. For release 8.0(3) and later, you can import the zip file directly and Unified Intelligence Center extracts all the templates it finds inside the zip file.

The following screen captures are examples of the Cisco Unified Intelligence Center Reports daily reports:

[[Image:SocialMiner Campaign Daily Report.jpg|center|800px|SocialMiner Campaign Daily Report]]

*ASR - Average Speed of Reserved. For the social contacts that were Reserved, this is the average time between capture by SocialMiner and the time they are marked as reserved. This provides an indication of how much time passes before someone first views the customer's post.
*ASA - Average Speed of Answer. For the social contacts that were Handled, this is the average time between capture by SocialMiner and the time they are marked handled. This provides an indication of how of how much time passes before the customer gets a response.
*ASD - Average Speed of Discard. For the social contacts that were Discarded, this is the average time between capture by SocialMiner and the they are marked discarded. This provides an indication of how much time passes before someone chooses to discard the customer's post. Note: "Discard" doesn't necessarily mean the post is disregarded. The distinction between "Discard" and "Handled" depends on how the agents are using SocialMiner. For example, they might mark posts that are read as "discarded" and posts that are responded too as "handled". In this case, discarded means that they were "read".

 [[Image:SocialMiner Agent Daily Report.jpg|center|800px|SocialMiner Agent Daily Report]]

 The complete SocialMiner reporting database schema is documented in the [http://developer.cisco.com/web/socialminer SocialMiner Developer Guide]

 

*AHT - Average Handle Time. For social contacts that were handled by this agent, this is the average time between Reserved and Handled. This provides and indication of how much time it takes this agent to respond to a social contact.
*ADT - Average Discarded Time. For social contacts that were discarded by this agent, this is the average time between Reserved and Discarded. This provides an indication of how much time it takes this agent to discard a social contact.
*ACT - Average Completed Time. For social contacts that were Handled or Discarded, this is the average time between capture by SocialMiner and the first time they were marked Handled or Discarded. This provides an indication of how of how much time it takes for this agent to complete work for a social contact.

== Configuring the SQL Connection to the SocialMiner Reporting Database ==

Connection to the SocialMiner Informix reporting database can be made through JDBC using the following format:

<tt>jdbc:informix-sqli://<hostname>:<port>/<databasename>:INFORMIXSERVER=<informixserver>;user=<informixuser>;password=<informixpassword>;</tt>

*The reporting database <port> is 1526.
*The <databasename> is "mmca_data".
*The <informixserver> name is based on the hostname of the server with <tt>_mmca</tt> append to the end of the hostname. Additional, any dashes ("-") in the hostname are replace by underscores ("_").
*The UTF-8 Charset is required to get Cisco Unified Intelligence Center (CUIC) able to connect.
*The content of INFORMIXSERVER is the instance name. Must be lowercase.
*The databasehost can be socialminer with all lowercase and the instances should also be with lowercase.

For example, if your server's hostname is my-server.mycompany.com, then the INFORMIXSERVER name is <tt>my_server_mmca</tt>. The complete JDBC URL would be:

<tt>jdbc:informix-sqli://my-server.mycompany.com:1526/mmca_data:INFORMIXSERVER=my_server_mmca;user=reportinguser;password=<informixpassword>;</tt>

Note that when authenticating, the informix username is always <tt>reportinguser</tt> and the informix password is the password you created in the Administration Gadget.

= Downloading and Installing Language Packs =

Do this only if you require the SocialMiner interface in a language other than English.

A downloadable zip file of internationalized SocialMiner user interface and online help files will be available on [http://www.cisco.com cisco.com] shortly after the English-language version of SocialMiner 8.5(4) is released.

The filename is SocialMiner-languagePack-8.5.4.zip.

Downloading and unzipping the file gives you 18 language packs with the file extension of ''##.cop.sgn''. The zip file also contains a Readme.txt with instructions on installing COP files.

Note that the Cisco authorization process for File Download has changed. You may need to access [http://eman-core.cisco.com/SERVICE/OnRamp/index.pcgi OnRamp] to request Software Download Access. (New Account Request -> Request For Myself -> Customer Advocacy -> Software Download and Special File Publishing Access -> Software Download Access)

'''IMPORTANT''': Do not change the name of the files.

{| border="1" cellspacing="1" cellpadding="1" width="400"
|-
! scope="col" | Language
! scope="col" | LanguagePack
|-
| Chinese (Simplified)
| ccp-language-zh_CN-8.5.3.1000-1.cop.sgn
|-
| Chinese (Traditional)
| ccp-language-zh_TW-8.5.3.1000-1.cop.sgn
|-
| Danish
| ccp-language-da_DK-8.5.3.1000-1.cop.sgn
|-
| Dutch
| ccp-language-nl_NL-8.5.3.1000-1.cop.sgn
|-
| Finnish (France)
| ccp-language-fi_FI-8.5.3.1000-1.cop.sgn
|-
| French (France)
| ccp-language-fr_FR-8.5.3.1000-1.cop.sgn
|-
| French (Canadian)
| ccp-language-frCAFR-8.5.3.1000-1.cop.sgn
|-
| German
| ccp-language-de_DE-8.5.3.1000-1.cop.sgn
|-
| Italian
| ccp-language-it_IT-8.5.3.1000-1.cop.sgn
|-
| Japanese
| ccp-language-ja_JP-8.5.3.1000-1.cop.sgn
|-
| Korean
| ccp-language-ko_KR-8.5.3.1000-1.cop.sgn
|-
| Norwegian
| ccp-language-nb_NO-8.5.3.1000-1.cop.sgn
|-
| Polish
| ccp-language-pl_PL-8.5.3.1000-1.cop.sgn
|-
| Portuguese (Brazil)
| ccp-language-pt_BR-8.5.3.1000-1.cop.sgn
|-
| Russian
| ccp-language-ru_RU-8.5.3.1000-1.cop.sgn
|-
| Spanish
| ccp-language-es_ES-8.5.3.1000-1.cop.sgn
|-
| Swedish
| ccp-language-sv_SE-8.5.3.1000-1.cop.sgn
|-
| Turkish
| ccp-language-tr_TR-8.5.3.1000-1.cop.sgn
|}

= System Backup and Restoration =

Cisco SocialMiner supports the Cisco Unified OS ''Disaster Recovery System'' (DRS) to perform backup and restoration of the system. You access the Disaster Recovery System by going to the Administration Gadget, expanding the section on '''Platform Administration''', then selecting the link for '''Disaster Recovery System'''.

SocialMiner uses the same platform administration tools as Cisco Unified Communications Manager. Detailed online help is available in the tools.

You can manually back up your system using DRS, or schedule DRS to perform automatic backups.

Complete details on using DRS are available in the DRS online help and in this guide: http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/drs/8_0_1/drsag801.html.

== Quick Manual Backup Instructions ==

These instructions provide quick instructions to create a manual backup. You can also schedule backups to run automatically. Note that the system is not usable during a backup, and that new social 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.

To perform a manual backup:

=== Define Backup Device ===

#Access the Disaster Recovery System by going to the Administration Gadget, expanding the section on '''Platform Administration''', then selecting the link for '''Cisco Disaster Recovery System'''.
#Select '''Backup''' > '''Backup Device'''.
#On the ''Backup Device List'' page, select '''Add New'''.
#Provide a '''Device Name''' for the backup device.
#SocialMiner only supports backing up to a Network Directory, provide the Network Directory details for a server that supports SFTP.
#Provide the ''Number of backups to store on the Network Directory''. The default is two, so only the two latest backups are preserved.
#Click '''Save''', the system verifies the information you entered and saves the backup device.

The backup device is now saved. You do not need to repeat these steps the next time you backup the system unless you want to back up to a different device or change backup device settings.

=== Backup the System to the Backup Device ===

#Access the Disaster Recovery System by going to the Administration Gadget, expanding the section on '''Platform Administration''', then selecting the link for '''Disaster Recovery System'''. Log in using the platform credentials you supplied when you installed SocialMiner.
#Select '''Backup''' > '''Manual Backup'''.
#Select the Backup Device you created earlier from the pull down menu in '''Select Backup Device'''.
#In '''Selected Features''' check '''SOCIALMINER'''.
#Click '''Start Backup'''.
#A warning appears noting that you may need to use the security password to restore. Click '''OK'''. The backup begins.
#The backup page refreshes periodically providing the status of the backup. The page also displays the name of the backup tar file that is being saved to the remote system.
#After the backup completes, wait a few minutes before using SocialMiner so the SocialMiner system can start subsystems that may have been shutdown during the backup.

=== Restoring from a Backup File ===

#Access the Disaster Recovery System by going to the Administration Gadget, expanding the section on '''Platform Administration''', then selecting the link for '''Disaster Recovery System'''. Log in using the platform credentials you supplied when you installed SocialMiner.
#Select '''Restore''' > '''Restore Wizard'''.
#Select the backup device from the drop-down menu and select '''Next'''.
#Select the backup file you want to restore for the ''Tar file list'' drop-down menu and select '''Next'''.
#Check '''SocialMiner''' in the ''Select Features'' section and select '''Next'''.
#Read the warning on the page. Optionally select '''File Integrity Check''', then select the Server to be restored (typically the host name of the backed up system). Click '''Restore'''.
#The restore page refreshes periodically providing the status of the restore.
#After the restore completes, you must restart SocialMiner for the restoration to take effect.

= Design Guidance =

Topics:

*[[#Advanced_UI_Options|Advanced UI Options]]
*[[#Command_Line_Interface|Command Line Interface]]
*[[#Deployment_Models|Deployment Models]]
*[[#Hardware_and_Software_Specifications|Hardware and Software Specifications]]
*[[#Obtaining a CA-Signed Certificate|Obtaining a CA-Signed Certificate]]
*[[#Ports|Ports]]
*[[#Sizing|Sizing]]
*[[#SocialMiner_User_Accounts_and_Security|SocialMiner User Accounts and Security]]
*[[#Twitter_Accounts_and_Security|Twitter Accounts and Security]]
*[[#VMWare_Open_Virtual_Format_.28OVF.29|VMWare Open Virtual Format (OVF)]]

 

== Advanced UI Options ==

The SocialMiner user interfaces are designed to be embedded in other web application user interfaces.

'''Quad'''

You can add a SocialMiner gadget to Quad using the "Add Application" button on Quad. You can find the specific URL of the SocialMiner gadget by using "view source" on your browser while looking at the gadgets on SocialMiner.

'''iGoogle''' If the SocialMiner system is deployed in the Internet deployment model, you can add a SocialMiner gadget to iGoogle using the "Add Stuff" button on iGoogle.

You can find the specific URL of the SocialMiner gadget by using "view source" on your browser while looking at the gadgets on SocialMiner.

'''iFrames'''

If your web site or application doesn't support OpenSocial, then you can add SocialMiner to a web page by using an iFrame. With this technique you can make a frame sized to show one of the SocialMiner web pages (most likely the campaign results gadget).

== Command Line Interface ==

To access the Command Line Interface for SocialMiner:

*SSH to the address for your SocialMiner server.
*Sign in with your administrator credentials.
*Type a ? at the admin: prompt to see the list of commands.

Refer to the [http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/cli_ref/8_0_1/cli_ref_801.html Cisco Systems CLI documentation].

Note that most CLI commands do not apply to, or have not been certified for, SocialMiner.

== Deployment Models ==

Version 8.5 of SocialMiner has a single-server all-in-one deployment model. You cannot use a load-balancing split data-center deployment. There is no replication. The solution is not redundant. The best availability solution for SocialMiner would be to back it up at a 2nd location using a scheduled backup. In the event of a site loss, you would restore into a new VM.

The server may be deployed inside or outside the corporate firewall in "intranet" and "Internet" deployment models.

*The intranet deployment model provides the additional security of the corporate network firewalls to reduce risk of an external party accessing the system. This deployment model is required if SocialMiner must access internal sites, for example an internal forum site. The downside of the intranet deployment model is that SocialMiner system cannot be accessed by partners lacking VPN access. It is common for some PR functions to be externally managed by an agency and therefore offering easy access (no VPN) to the SocialMiner system may be very useful. Also, the intranet deployment model does not allow rendering of SocialMiner OpenSocial Gadgets in a public Internet containers such as iGoogle. The intranet deployment model may complicate proxy configuration, however it likely simplifies directory integration.

*The Internet deployment model puts SocialMiner outside the corporate firewall. This deployment model relies on the built-in security capabilities of the SocialMiner appliance. This may be acceptable from a security perspective depending on the system use and corporate policies. For example, in some applications the SocialMiner system handles 100% public postings and therefore there is no disclosure risk associated with a compromised SocialMiner system. The Internet deployment model may complicate directory integration.

== Hardware and Software Specifications ==

Cisco will support SocialMiner deployment on any hardware provided SocialMiner is installed within the Cisco provided VMWare OVF.

Possible server options include Cisco UCS servers such as:

{| border="1" cellspacing="0" cellpadding="5"
|-
! UCS Model
! SKU
|-
| C210-M2
| UCS-C210M2-VCD2
|-
| B200-M2
| UCS-B200M2-VCS1
|}

== Ports ==

'''Port 25''' is the default port for Email.

'''Port 465''' is used by the mail server for SSL/TLS connections.

'''Port 443''' is used for a secure connection between the SocialMiner user interface and your browser.

'''Port 80''' is used by SocialMiner for unsecure communication with Twitter and Facebook APIs.

'''Port 7071''' is used for unsecure BOSH connections to the XMPP/Eventing server.

'''Port 7443''' is used for secure BOSH connections to the XMPP/Eventing server.

Your firewall configuration may need to be modified to open these ports for SocialMiner.

== Obtaining a CA-Signed Certificate ==

To eliminate browser security warnings each time you sign-in you must obtain an application and root certificate signed by a Certificate Authority (CA).

To do this, use the Certificate Management utility from Cisco Unified Operating System Administration.

Open Cisco Unified Operating System Administration from the Administration tab > Platform Administration. You can also use the URL
<pre>http://<servername>/cmplatform</pre>
where ''servername'' is the Name or IP address of the server. Sign in with your Administrator credentials.

 '''To obtain the certificates:'''

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

'''To upload the certificates:'''

#When you receive the certificates, again open Cisco Unified Operating System Administration from the Administration tab > Platform Administration.
#Select Security > Certificate Management > Upload Certificate.
#Select the certificate name from the Certificate Name list.
#Upload the root certificate.
##In the Upload dialog box, select TomCat Trust from the dropdown.
##Browse to the file and click Open.
##Click Upload File.
#Upload the application certificate.
##In the Upload dialog box, select TomCat from the dropdown.
##Enter the name of the CA root in the Root Certificate text box.
##Browse to the file and click Open.
##Click Upload File.

You can find detailed explanations in the Security topics of Cisco Unified CM Operating System Administration Online Help.

 '''After you upload the certificates:'''

#Sign out of SocialMiner.
#Restart the XMPP Service. (SSH to SocialMiner and use this [[#Command Line Interface|CLI:]] ''admin:utils service restart SocialMiner XMPP Server'').
#Restart Tomcat. (SSH to SocialMiner and use this CLI: ''admin:utils service restart Cisco Tomcat).''
#Sign in to SocialMiner.

== Sizing ==

The following table details the sizing limits for a single SocialMiner system.

{| border="1" cellspacing="0" cellpadding="5"
|-
| Concurrent Admin Users Signed In
| 5
|-
| Concurrent Agents Signed In
| 30
|-
| Total Feeds
| 100
|-
| Total Campaigns
| 50
|-
| Incoming Rate of Social Contacts (total per hour)
| 10,000
|-
| Replies per Twitter Account per Hour
| 30 '''Note:''' This limit is for a default polling interval of 5 minutes. If the polling interval is set lower than 5 minutes, then the limit is reduced depending on usage patterns.
|}

== SocialMiner User Accounts and Security ==

SocialMiner is designed to minimize the storage of username/passwords to reduce the security risk of a compromised system. There is an administration account for the system setup, but all SocialMiner user access is controlled through Active Directory (AD) authentication. There are no SocialMiner user passwords stored on the SocialMiner System.

Users do not need to be manually set up on SocialMiner in order to access the system. Any user that is authenticated via the Active Directory set-up can use the system. If there is need to limit who can use system then an AD group can be set up in AD and the SocialMiner system can be configured to only allow access from that group.

AD authenticated users have access to all functions on the system, although gadgets access could be blocked by blocking certain URLs.
== Twitter Accounts and Security ==

Access to Twitter for the Twitter Account feed type is done via OAuth. When a "Twitter Account" Feed is created the user is prompted to authenticate with Twitter. The authentication token is stored by SocialMiner granting access to secured information from Twitter such as Direct Messages. This authentication also enables sending and replying to Twitter Direct Messages (DMs) from the account by using the Reply feature on the Home tab.

'''Note''': All SocialMiner users are entitled to use Twitter accounts configured in the Twitter Account feed to read and respond to Direct Messages in that account. They are not required to enter the account password. This supports environments where the social-media care agents are not entitled to know the Twitter account password. Their ability to use SocialMiner is controlled via Active Directory and their ability to invoke post or perform actions on Twitter is controlled by SocialMiner. SocialMiner also tracks which SocialMiner User (AD account) makes each post; therefore it is possible for the enterprise to track which employee posted a tweet when sharing a Twitter account amongst a team.

Twitter Stream feed type passwords are encrypted when stored in the SocialMiner configuration database and are also encrypted when sent to Twitter.

=== VMWare Open Virtual Format (OVF) ===

The SocialMiner system supports one standard [http://www.vmware.com/appliances/getting-started/learn/ovf.html OVF] Appliance. The system requires ESXi version 4.0 Update 1 or ESXi 4.1 .

For details on configuring VMWare and installing the OVF template, refer to [[Virtualization for Cisco SocialMiner]].

= Developer Information =

Developer information, including the SocialMiner API documentation and a discussion forum, is available on the Cisco developer site: http://developer.cisco.com/web/socialminer.

Training labs are at http://docwiki.cisco.com/wiki/SocialMiner_Labs.

= Copyright Notes =

*Twitter is a registered trademark of Twitter, Inc.
*Facebook is a registered trademark of Facebook, Inc.
*iGoogle is a trademark of Google, Inc.
*VMWare is a registered trademark of VMware, Inc.
*Informix is a registered trademark of International Business Machines Corp.

 ''THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.''

''THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.''

''The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCBs public domain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of California.''

''NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED "AS IS" WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE.''

''IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA'' ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

''Cisco and the Cisco Logo are trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and other countries. A listing of Cisco's trademarks can be found at http://www.cisco.com/go/trademarks. All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0711R)''

''Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental.''

''Copyright 2011 Cisco Systems, Inc. All rights reserved.''

[[Category:Cisco_SocialMiner]]

Virtualization for Cisco MediaSense

2013-03-15T18:44:55Z

Linichol: /* Cisco MediaSense-Specific Information for OVA Templates */

{{note| Product documentation may reflect varying names that appear in the application user interfaces and application programming interfaces of this product. These names may include Cisco Unified Media Capture Platform (Unified MCP), Media Capture Platform (MCP/mcp), or Open Recording Architecture (ORA/ora).}} 

= Updates to this Page =

The following is a list of significant updates to this page:

{| class="wikitable FCK__ShowTableBorders"
|-
! Date
! Update
|-
| February 2013
| Added deployment table for release 9.1(1) and removed comment saying 'IBM servers are not supported at this time'.
|-
| September 2012
| Updated link to go to Cisco MediaSense OVA Template for release 9.0(1a).
|-
| August 2012
| Removed outdated information about hardware requirements.
|-
| July 2012
| Added information about release 9.0(1).
|-
| May 2012
| Added information about MediaSense support for high disk count and high disk size for C210 M1/M2 servers.
|-
| January 2012
| Updated page with information on support for release 8.5(4).
|-
| October 2011
| Added support for release 8.5(3) in the relevant links below, OVA template guidelines, and serial port log dump procedure.
|-
| June 2011
| Updated all links to align with the new Virtualization structure at [[Unified Communications in a Virtualized Environment]].
|-
| April 2011
| Added support for release 8.5(2) in the relevant links below, OVA template guidelines, and serial port log dump procedure.
|-
| November 2010
| Virtualization of Cisco MediaSense on Unified CS C-Series hardware.
|-
| December 2010
| Updated OVA template download link.
|}

= Information for Partners about MediaSense Deployments =

See [[Unified Communications in a Virtualized Environment]].

= Cisco MediaSense-Specific Details for VMware Requirements =

See [[Unified Communications VMWare Requirements]]

*Cisco UCS C-Series Servers, Cisco MediaSense ISO, and ESXi must be installed prior to the Cisco MediaSense installation.
*For other third-party software requirements and for a list of approved UCS servers, see the server requirements and version compatibility with Unified CM sections in the [http://www.cisco.com/en/US/products/ps11389/products_implementation_design_guides_list.html SRND for Cisco MediaSense]. 

== Cisco MediaSense, Release 8.5(1)  and 8.5(2) ==

All Cisco MediaSense servers run on VMs using the Unified Communications Operating System (Unified OS or UCOS).

*Cisco MediaSense only supports UCS C210 M1 and M2 servers for Release 8.5(1).
*If you are using ESXi 4.1, be sure to [[Disable LRO|disable Large Receive Offload (LRO)]] on the ESXi 4.1 host.

 

== Cisco MediaSense, Release 8.5(3) ==

{{note| Cisco MediaSense has stringent requirements for the media disk size for any deployment. See the [http://www.cisco.com/en/US/products/ps11389/products_implementation_design_guides_list.html Solution Reference Network Design for Cisco MediaSense, Release 8.5(3)] for more information.}}

Up to 60 terabytes of media storage is supported per cluster, divided into up to six 2TB virtual disks in each of five servers. This assumes that all nodes are B-series servers, for which Cisco MediaSense supports SAN storage. C-series servers, for which only direct attached drives are currently supported, are limited to two 2TB media storage partitions each. Also, no single media partition may be smaller than 200GB.

See the following links for more information:

*See the [[IO Operations Per Second (IOPS)#Cisco_MediaSense]] section for the IOPS specifications
*See the Compatibility Matrix section in the [http://www.cisco.com/en/US/products/ps11389/products_implementation_design_guides_list.html Solution Reference Network Design for Cisco MediaSense, Release 8.5(3)] guide for more information. 

== Cisco MediaSense, Release 8.5(4) ==

In addition to approved UCS servers, Cisco MediaSense 8.5(4) can also be installed on a Services Ready Engine (SRE) module inside a router. An SRE module is a router blade that has its own processors, storage, network interfaces, and memory. Support for SRE requires SRE v2.0 software. For more information about approved SRE models, see the [http://www.cisco.com/en/US/products/ps11389/products_implementation_design_guides_list.html Solution Reference Network Design for Cisco MediaSense, Release 8.5(4)]. 

If you are using ESXi 5.0, make sure that you [[Disable LRO|disable Large Receive Offload (LRO)]] on the ESXi 5.0 host.

== Cisco MediaSense, Release 9.0(1) ==

Specification-based Virtualization enables Cisco MediaSense to run on Cisco Unified Computing System (Unified CS) servers that are also running other virtual machines. Specification-based Virtualization also enables Cisco MediaSense to run on select HP and IBM servers.

A new Open Virtualization Archive Virtual Machine (OVA-VM) template enables Cisco MediaSense to simplify the deployment of virtual machines in new installations. This template has deployment options for Services Ready Engines, primary servers, secondary servers, and expansion servers.

==Cisco MediaSense, Release 9.1(1) ==

For this release, there is again only one VM template. The template provides a selection for which deployment type is being installed.

= Cisco MediaSense-Specific Information for OVA Templates =

If your partitions (VM disk configuration) are not aligned, your data replication between the primary and secondary servers may get congested and result in your data being out of sync. To avoid these problems, only use the VM templates provided by Cisco MediaSense. 

See the following websites for more information: 

*[http://docwiki.cisco.com/wiki/Unified_Communications_Virtualization_Downloads_%28including_OVA/OVF_Templates%29#Cisco_MediaSense Unified Communications Virtualization Downloads (including OVA/OVF Templates).]
*[http://www.cisco.com/cisco/software/release.html?mdfid=283613140&softwareid=283733468&release=9.0(1a)&relind=AVAILABLE&rellifecycle=&reltype=latest Download OVA Template for Cisco MediaSense, Release 9.0(1a)]
*[http://software.cisco.com/download/release.html?mdfid=283613140&softwareid=283733468&release=9.1.1&relind=AVAILABLE&rellifecycle=&reltype=latest Download OVA Template for Cisco MediaSense, Release 9.1(1)]

 

{{caution| If your VM template or VM configuration does not meet the Cisco MediaSense requirements, it is possible for your installation to halt due to an unrecoverable error. See [[Installation: Installation halts with an unrecoverable error]].}}

 

{{note| Configure the primary server and secondary server in your Cisco MediaSense deployment to have identical hardware in terms of CPU configuration (number of CPUs and speed of the CPU), storage configuration (number of disks, speed of disk, and RAID setup), and memory. Be sure to keep both servers in the same network and run the same version of VMWare Hypervisor on both servers.}}

= Cisco MediaSense-Specific Information for Sizing Guidelines =

The VM-specific sizing informaton required for Cisco MediaSense is additional virtual disks for media storage. See the [http://www.cisco.com/en/US/products/ps11389/products_implementation_design_guides_list.html SRND for Cisco MediaSense] for further information.

= How to Dump Install Logs to the VM Serial Port =

See [[How to Dump Install Logs to the Serial Port of the Virtual Machine]].

 

----

{| class="wikitable" border="1"
|-
! style="background-color: rgb(255,215,0)" | '''Back to:''' [[Unified Communications in a Virtualized Environment|Unified Communications in a Virtualized Environment]]
|}

[[Category:Cisco_MediaSense]]

Unified Communications Virtualization Downloads (including OVA/OVF Templates)

2013-03-15T18:43:29Z

Linichol: /* Cisco MediaSense */

'''Go to: [[Guidelines to Edit UC Virtualization Pages|Guidelines to Edit UC Virtualization Pages]]''' 

----

 

= Supported Virtual Machine OVA Templates =

'''What is an OVA?'''  A virtual machine template defines the configuration of the virtual machine's virtual hardware. Open Virtualization Format (OVF) is an open standard for describing a virtual machine template, and Open Virtualization Archive (OVA) is an open standard to package and distribute these templates. Files in OVA format have an extension of ".ova".

 '''Do Cisco UC VMs require these OVAs? ''' To be TAC-supported, Virtual Machines for Cisco Unified Communications applications '''must''' use one of the provided OVA templates on this page.

*They represent what the UC apps have been tested with
*It is the only way to ensure UC apps are deployed on "aligned" disks for SAN deployments (i.e. pre-aligned filesystem disk partitions for the OVA's vDisks). 
*OVA configurations are summarized in the tables below for convenience, but authoritative information is on OVA file's release notes on Download Software on www.cisco.com.

  

'''What does "users" mean in tables below?'''   "U'''sers"''' refers to the indicated user count at a particular BHCA, number of devices per user, device mix per VM, etc. using the [http://tools.cisco.com/cucst/faces/login.jsp Cisco Unified Communications Sizing Tool] and the [http://www.cisco.com/go/ucsrnd design guides] . Actual user capacity and total supported devices will be design-dependent; please follow all rules in the design guides and sizing tools for what your application can actually support.

 '''Where do I download these OVAs from?'''  See [[Downloading OVA Templates for UC Applications]] for more information on how to download OVA templates for UC Applications.

{{note |
* UC apps do not support CPU oversubscription. One VM vCPU must map to one physical core (not one logical core) ([[Unified Communications Virtualization Sizing Guidelines | click here]] for details).
* "One vCPU to one physical core" applies for all supported CPU architectures with equivalent performance for UC ([[Unified Communications Virtualization Sizing Guidelines | click here]] for details). E.g. one physical core on E5-2600 at 2.53+ GHz and one physical core on E7-2800 at 2.4+ GHz are equivalent for purposes of UC VM OVAs, sizing and co-residency planning.
* Each VM OVA is only for use on certain CPU architectures. See the notes column for which CPUs are allowed.
**E.g. the CUCM 1K user OVA is only for use on E5-2609/2.4 GHz (only found in UCS C220 M3S TRC#2) and E5506/2.13GHz (only found in UCS C220 M2 TRC#1).
** All other OVAs (such as CUCM 2.5K user, 7.5K user, or 10K user) are only for use on CPUs with minimum core speed of 2.53 GHz [[UC Virtualization Supported Hardware#Processors / CPUs | click here for details]], such as E5-2643/3.3 GHz or E5640 / 2.66 GHz.
}}

For '''Specifications-based''' deployments (non TRC deployments), the CPU core count AND the CPU core speed correspond to physical CPU cores and physical CPU core speeds. Both are required to be met to support a full load VM OVA. At this time, only core speed for full load is defined. Do not use lower physical CPU core speeds until Cisco defines minimum speed for lower load levels. Cisco TAC will not troubleshoot a VM that is not receiving sufficient CPU cycles.

== Unified Communications Manager ==

*[http://www.cisco.com/cisco/software/navigator.html?mdfid=268439621&catid=278875240 General OVA Template Download Location] 
*[[OVA Template Details for Unified CM Release 8.0]] 
*[[OVA Template Details for Unified CM Release 8.5]] 
*[[OVA Template Details for Unified CM Release 8.6]] 
*[[OVA Template Details for Unified CM Release 9.0 | OVA Template Details for Unified CM Release 9.x]] 

 

== Cisco Emergency Responder ==

{| border="1"
|+ '''Supported OVA Templates: Cisco Emergency Responder 8.5 and 8.6'''
|- style="background: rgb(229,228,226)"
! Application, OVA Capacity and Notes+Download Link
! vCPU Cores and Speed per Core
! vRAM / Memory
! vDisk
! vNIC
! Notes
! 
|-
! [http://www.cisco.com/cisco/pub/software/portal/select.html?&mdfid=283314470&flowid=24901&softwareid=283831649 12,000 users (C200 only)]
| 2 @ 2.13 GHz each (600 MHz reserved)
| 4 GB (4 GB reserved)
| 1 x 80 GB
| 1
|
Use on C200 M2 TRC#1 only.

Limits:

:*12,000 IP phones
:*2,500 analog phones
:*1,200 roaming phones (per Emergency Responder cluster)
:*500 LAN switches
:*30,000 switch ports
:*3,000 ERLs

|-
! [http://www.cisco.com/cisco/pub/software/portal/select.html?&mdfid=283314470&flowid=24901&softwareid=283831649 20,000 users]
| 1 @ 2.55 MHz (600 MHz reserved)
| 2.25 GB (2.304 GB reserved)
| 1 x 80 GB
| 1
|
Not for use on C200 M2 TRC#1.

Limits:

:*20,000 IP phones
:*5,000 analog phones
:*2,000 roaming phones (per Emergency Responder cluster)
:*1,000 LAN switches
:*60,000 switch ports
:*7,500 ERLs

|-
! [http://www.cisco.com/cisco/pub/software/portal/select.html?&mdfid=283314470&flowid=24901&softwareid=283831649 30,000 users]
| 2 @ 2.55 MHz each
| 6 GB
| 2 x 80 GB
| 1
|
Not for use on C200 M2 TRC#1.

Limits:

:*30,000 IP phones
:*10,000 analog phones
:*3,000 roaming phones (per Emergency Responder cluster)
:*2,000 LAN switches
:*120,000 switch ports
:*10,000 ERLs

|}

 

{| border="1" style="width: 1077px; height: 416px"
|+ '''Supported OVA Templates: Cisco Emergency Responder 8.7 and 9.0'''
|- style="background: rgb(229,228,226)"
! rowspan="2" | VM OVA Capacity 
! colspan="5" | VM OVA Parameters 
! rowspan="2" | Notes 
|- style="background: rgb(229,228,226)"
! vCPU Cores (= Physical Cores)
! Physical CPU Load was Calibrated To
! vRAM (=Physical Memory)
! vDisk (=Physical space)
! vNIC
|-
!
Emergency Responder 12,000 users Only for BE6K and certain TRCs - see notes. 

| 2 (with 800 MHz reservation) 
| E5506 2.13 GHz
| 4 GB (with all 4 GB reserved)
| 1x 80 GB disk
| 1
| For use only on UCS C200M2 TRC#1 (including BE6000) and C220M3 TRC#2, which is BE6000 only.
 Limits:

:*12,000 IP phones
:*2,500 analog phones
:*1,200 roaming phones (per Emergency Responder cluster)
:*500 LAN switches
:*30,000 switch ports
:*3,000 ERLs

|-
!
Emergency Responder 20,000 users Only for non-BE6K and certain TRCs - see notes

| 1 (with 800 MHz reservation) 
| E5540 2.53 GHz
| 4 GB (with all 4 GB reserved)
| 1x 80 GB disk with pre-aligned disk partitions
| 1
| Not for use with UCS C200M2 TRC#1, C220M3 TRC#2 or BE6000.
 Limits:

:*20,000 IP phones
:*5,000 analog phones
:*2,000 roaming phones (per Emergency Responder cluster)
:*1,000 LAN switches
:*60,000 switch ports
:*7,500 ERLs

|-
!
Emergency Responder 30,000 users Only for non-BE6K and certain TRCs - see notes.

| 2 (with 3600 MHz reservation) 
| E5540 2.53 GH
| 6 GB (with all 6 GB reserved)
| 2x 80 GB disk
| 1
| Not for use with UCS C200M2 TRC#1, C220M3 TRC#2 or BE6000.
 Limits:

:*30,000 IP phones
:*10,000 analog phones
:*3,000 roaming phones (per Emergency Responder cluster)
:*2,000 LAN switches
:*120,000 switch ports
:*10,000 ERLs

|-
!
Emergency Responder 40,000 users Only for non-BE6K and certain TRCs - see notes.

| 4 (with 7200 MHz reservation) 
| E5540 2.53 GHz
| 6 GB (with all 6 GB reserved)
| 2x 80 GB disk
| 1
| Not for use with UCS C200M2 TRC#1, C220M3 TRC#2 or BE6000.
 Limits:

:*40,000 IP phones
:*12,500 analog phones
:*4,000 roaming phones (per Emergency Responder cluster)
:*2,500 LAN switches
:*150,000 switch ports
:*12,500 ERLs

 

|}

 

 

== Session Manager Edition ==

{| border="1"
|+ '''Supported OVA Templates: Session Manager Edition'''
|- style="background: rgb(229,228,226)"
! Application, OVA Capacity and Notes+Download Link
! vCPU Cores and Speed per Core
! vRAM / Memory
! vDisk
! vNIC
! Notes
! 
|-
! [[#Unified_Communications_Manager|Use CUCM "7500 users"]]
| See CUCM "7500 users"
| See CUCM "7500 users"
| See CUCM "7500 users"
| See CUCM "7500 users"
|
|}

 

== Unified Attendant Consoles ==

{| border="1"
|+ '''Supported OVA Templates: Unified Attendant Consoles'''
|- style="background: rgb(229,228,226)"
! Application, OVA Capacity and Notes+Download Link
! vCPU Cores
! vRAM / Memory
! vDisk
! vNIC
! Notes
! 
|-
! OVA for CUxAC
| 1 @ 2.2 GHz
|   4GB
| 1x 72GB
| 1
| Note: Cisco does not provide preconfigured OVA files for CUxAC. Please build manually using these requirements. CUxAC requires a VM to meet or exceed minimum physical server specs described [http://www.cisco.com/en/US/prod/collateral/voicesw/ps6789/ps7046/ps7282/data_sheet_c78-520987.html on the CUxAC datasheet]
|}

 

== Cisco Intercompany Media Engine ==

*[http://www.cisco.com/cisco/software/release.html?mdfid=282822890&softwareid=283088407&release=9.0%281%29&relind=AVAILABLE&rellifecycle=&reltype=latest General OVA Template Download Location] 

 

{| border="1" style="width: 712px; height: 416px"
|+ '''Supported OVA Templates: Cisco Intercompany Media Engine, Release 8.6(2)'''
|- style="background: rgb(229,228,226)"
! rowspan="2" | VM OVA Capacity 
! colspan="5" | VM OVA Parameters 
! rowspan="2" | Notes 
|- style="background: rgb(229,228,226)"
! vCPU Cores (= Physical Cores)
! Physical CPU Load was Calibrated To
! vRAM (=Physical Memory)
! vDisk (=Physical space)
! vNIC
|-
!
CIME 5 peer IDs node Only for non-BE6K / certain TRCs - see notes

| 2 (with 3600 MHz reservation) 
| E5540 2.53 GHz
| 6 GB (with 6 GB reservation)
| 1x 80 GB disk with pre-aligned disk partitions
| 1
| Not for use with UCS C200M2 TRC#1 or C220M3 TRC#2 or BE6000. Up to 5 peer IDs.
 

|-
!
CIME 10 peer IDs node Only for non-BE6K / certain TRCs - see notes

| 4 (with 7200 MHz reservation) 
| E5540 2.53 GHz
| 6 GB (with 6 GB reservation)
| 2x 80 GB disk with pre-aligned disk partitions
| 1
| Not for use with UCS C200M2 TRC#1 or C220M3 TRC#2 or BE6000. Up to 10 peer IDs.
 

|}

 

 

== Cisco Unity Connection ==

*[http://www.cisco.com/cisco/software/type.html?mdfid=283062758&flowid=5455 General Unity Connection OVA Template Download Location] 
*[[OVA Template Details for Unity Connection Release 8.0]] 
*[[OVA Template Details for Unity Connection Release 8.5]] 
*[[OVA Template Details for Unity Connection Release 8.6.1]] 
*[[OVA Template Details for Unity Connection Release 8.6.2]] 
*[[OVA Template Details for Unity Connection Release 9.0.1]] 
*[[OVA Template Details for Unity Connection Release 9.1.1]] 
*[[Cisco Unity Connection on UCSE]]

 

== Cisco Unity ==

{| border="1"
|+ '''Supported OVA Templates: Cisco Unity'''
|- style="background: rgb(229,228,226)"
! Application, OVA Capacity and Notes+Download Link
! vCPU Cores
! vRAM / Memory
! vDisk
! vNIC
! Notes
! 
|-
! 5000 users
| 2 (requires VMware CPU Affinity)
| 4 GB
|
4x 24 GB

:*vDisk 1 = Operating system
:*vDisk 2 = Cisco Unity binaries
:*vDisk 3 = Cisco Unity logs, SQL Server transaction logs
:*vDisk 4 = Cisco Unity Message Repository (UMR), SQL Server database

| 1
|
*Cisco does not provide preconfigured OVA files for Cisco Unity. Please build manually using these requirements and the configuration information in [http://www.cisco.com/en/US/docs/voice_ip_comm/unity/virtualization_design/guide/cuvirtualdgx.html the Design Guide for Cisco Unity Virtualization].
*Limits:

:*48 ports
:*36 text-to-speech ports

|-
! 15,000 users
| 4 (requires VMware CPU Affinity)
| 4 GB
|
4x 24 GB

:*vDisk 1 = Operating system
:*vDisk 2 = Cisco Unity binaries
:*vDisk 3 = Cisco Unity logs, SQL Server transaction logs
:*vDisk 4 = Cisco Unity Message Repository (UMR), SQL Server database

| 1
|
*Cisco does not provide preconfigured OVA files for Cisco Unity. Please build manually using these requirements and the configuration information in [http://www.cisco.com/en/US/docs/voice_ip_comm/unity/virtualization_design/guide/cuvirtualdgx.html the Design Guide for Cisco Unity Virtualization].
*Limits:

:*144 ports
:*36 text-to-speech ports

|}

 

== Cisco Unified Presence ==

{{Note| Cisco Unified Presence is referred to as IM and Presence in Release 9.0(1) and later.}}

See also:

*[http://www.cisco.com/cisco/software/navigator.html?mdfid=280448682&i=rs General OVA Template Download Location]
*[[OVA Template Details for Unified Presence Release 8.0(x)]] 
*[[OVA Template Details for Unified Presence Release 8.5(x)]] 
*[[OVA Template Details for Unified Presence Release 8.6(1)]] 
*[[OVA Template Details for Unified Presence Release 8.6(2)]] 
*[[OVA Template Details for Unified Presence Release 8.6(3)]] 
*[[OVA Template Details for Unified Presence Release 8.6(4)]] 
*[[OVA Template Details for IM and Presence Release 9.x]] 

 

== Cisco Unified Contact Center Express/Cisco Unified IP Intelligent Voice Response (IP IVR) ==

{{Note| The information for Unified IP IVR is the same as Unified CCX.}}

See also:

*[[Virtualization for Unified CCX]]
*[http://www.cisco.com/cisco/software/release.html?mdfid=270569179&flowid=5217&softwareid=283733053&release=2.0&relind=AVAILABLE&rellifecycle=&reltype=latest| Unified CCX OVA Templates]: {{Note| Unified CCX OVA version 2 is for use with ESXi 4.1. Please follow [[Unified Communications VMware Requirements]] for ESXi 4.1 requirements (VMware Tools upgrade, LRO disabling, etc.)}}

 

{| border="1"
|+ '''Supported OVA Templates: Cisco Unified Contact Center Express'''
|- style="background: rgb(229,228,226)"
! colspan="2" | Application, OVA Capacity and Notes+Download Link
! vCPU Cores
! vRAM / Memory
! vDisk
! vNIC
! Notes
|-
! colspan="2" | [http://www.cisco.com/cisco/software/release.html?mdfid=270569179&flowid=5217&softwareid=283733053&release=2.0&relind=AVAILABLE&rellifecycle=&reltype=latest 100 agents] (Release 8.5(1))
| 2
| 4 GB
| 1x 146 GB
:*vDisk 1 = Operating System, Unified CCX binaries, and Unified CCX logs

| 1
|
|-
! colspan="2" | [http://www.cisco.com/cisco/software/release.html?mdfid=270569179&flowid=5217&softwareid=283733053&release=2.0&relind=AVAILABLE&rellifecycle=&reltype=latest 300 agents] (Release 8.0(2) and Release 8.5(1))
| 2
| 4 GB
|
2x 146 GB

:*vDisk 1 = Operating System and Unified CCX binaries
:*vDisk 2 = RAID 1 mirror will be setup between vDisk 1 and vDisk 2

| 1
|
|-
! colspan="2" | [http://www.cisco.com/cisco/software/release.html?mdfid=270569179&flowid=5217&softwareid=283733053&release=2.0&relind=AVAILABLE&rellifecycle=&reltype=latest 400 agents] (Release 8.5(1))
| 4
| 8 GB
|
2x 146 GB

:*vDisk 1 = Operating System and Unified CCX binaries
:*vDisk 2 = RAID 1 mirror will be setup between vDisk 1 and vDisk 2

| 1
|
|-
! rowspan="3" | [http://www.cisco.com/cisco/software/release.html?mdfid=270569179&flowid=5217&softwareid=283733053&release=2.1&rellifecycle=&relind=AVAILABLE&reltype=latest Single OVA] (Release 8.5 (1))
! 100 agents
| 2
| 4 GB
| 1x 146 GB
:*vDisk 1 = Operating System, Unified CCX binaries, and Unified CCX logs

| 1
| rowspan="3" | See [http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/installation/guide/uccx851ig.pdf Installing Cisco Unified Contact Center Express Release 8.5(1) guide]for more information on vDisk space.
|-
! 300 agents
| 2
| 4 GB
|
2x 146 GB

:*vDisk 1 = Operating System and Unified CCX binaries
:*vDisk 2 = RAID 1 mirror will be setup between vDisk 1 and vDisk 2

| 1
|
|-
! 400 agents
| 4
| 8 GB
|
2x 146 GB

:*vDisk 1 = Operating System and Unified CCX binaries
:*vDisk 2 = RAID 1 mirror will be setup between vDisk 1 and vDisk 2

| 1
|
|-
! rowspan="3" | [http://www.cisco.com/cisco/software/release.html?mdfid=270569179&flowid=5217&softwareid=283733053&release=2.3&rellifecycle=&relind=AVAILABLE&reltype=latest Single OVA] (Release 9.0 (1) or later)
! 100 agents
| 2
| 4 GB
| 1x 146 GB
:*vDisk 1 = Operating System, Unified CCX binaries, and Unified CCX logs

| 1
| rowspan="3" | See [http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/installation/guide/uccx851ig.pdf Installing Cisco Unified Contact Center Express Release 9.0(1) guide]for more information on vDisk space.
|-
! 300 agents
| 2
| 4 GB
|
2x 146 GB

:*vDisk 1 = Operating System and Unified CCX binaries
:*vDisk 2 = RAID 1 mirror will be setup between vDisk 1 and vDisk 2

| 1
|
|-
! 400 agents
| 4
| 8 GB
|
2x 146 GB

:*vDisk 1 = Operating System and Unified CCX binaries
:*vDisk 2 = RAID 1 mirror will be setup between vDisk 1 and vDisk 2

| 1
|-
! colspan="2" | [http://www.cisco.com/cisco/software/release.html?mdfid=270569179&flowid=5217&softwareid=283733053&release=2.3&rellifecycle=&relind=AVAILABLE&reltype=all Unified CCX WFM 9.0]
| 2
| 4 GB
| vDisk 1 = 40 GB Minimum Operating system, Cisco Unified Contact Center Express WFO WFM binaries, SQL Server, SQL Server Data files vDisk 2 = Optional - can be used to hold SQL Server Data files
| 1
| Capacities • 900 named users • 300 concurrent users 
|-
! colspan="2" | [http://www.cisco.com/cisco/software/release.html?mdfid=270569179&flowid=5217&softwareid=283733053&release=2.3&rellifecycle=&relind=AVAILABLE&reltype=all Unified CCX WFO QM 9.0 Base Server Configuration (CR/QM/AQM)]
| 2
| 4 GB
| vDisk 1 = 40 GB Minimum Operating system, Cisco Unified Contact Center Express WFO QM binaries, SQL Server, SQL Server Data files vDisk 2 = 146 GB Cisco Unified Contact Center Express WFO QM recordings (Size may vary depending upon usage )
| 1
| Capacities • 3600 named users • 1200 concurrent users
|-
! colspan="2" | [http://www.cisco.com/cisco/software/release.html?mdfid=270569179&flowid=5217&softwareid=283733053&release=2.3&rellifecycle=&relind=AVAILABLE&reltype=all Unified CCX WFO QM 9.0 Recording Server Configuration (CR/QM/AQM)]
| 4
| 4 GB
| vDisk 1 = 40 GB Minimum Operating system, Cisco Unified Contact Center Express WFO QM recording service binaries, vDisk 2 = 146 GB Cisco Unified Contact Center Express WFO QM recording cache
| 1
| Capacities • 300 concurrent voice recordings for Server (SPAN) and Network recording • 150 concurrent voice and screen recordings, recordings for Server (SPAN) and Network recording
|-
! colspan="2" | [http://www.cisco.com/cisco/software/release.html?mdfid=270569179&flowid=5217&softwareid=283733053&release=2.1&rellifecycle=&relind=AVAILABLE&reltype=all Unified CCX WFM 8.5.2]
| 2
| 4 GB
|
:*vDisk 1 = 40 GB Minimum Operating system, Cisco Unified Contact Center Express WFO WFM binaries, SQL Server, SQL Server Data files
:*vDisk 2 = Optional - can be used to hold SQL Server Data files

| 1
|
Capacities

:*900 named users
:*300 concurrent users

|-
! colspan="2" | [http://www.cisco.com/cisco/software/release.html?mdfid=270569179&flowid=5217&softwareid=283733053&release=2.1&rellifecycle=&relind=AVAILABLE&reltype=all Unified CCX WFO QM 8.5.2 Base Server Configuration (CR/QM/AQM)]
| 2
| 4 GB
|
:*vDisk 1 = 40 GB Minimum Operating system, Cisco Unified Contact Center Express WFO QM binaries, SQL Server, SQL Server Data files
:*vDisk 2 = 146 GB Cisco Unified Contact Center Express WFO QM recordings (Size may vary depending upon usage)

| 1
|
Capacities

:*3600 named users
:*1200 concurrent users

|-
! colspan="2" | [http://www.cisco.com/cisco/software/release.html?mdfid=270569179&flowid=5217&softwareid=283733053&release=2.1&rellifecycle=&relind=AVAILABLE&reltype=all Unified CCX WFO QM 8.5.2 Recording Server Configuration (CR/QM/AQM)]
| 4
| 4 GB
|
:*vDisk 1 = 40 GB Minimum Operating system, Cisco Unified Contact Center Express WFO QM recording service binaries
:*vDisk 2 = 146 GB Cisco Unified Contact Center Express WFO QM recording cache

| 1
|
Capacities

:*300 concurrent voice recordings for Server (SPAN) and Network recording
:*150 concurrent voice and screen recordings, recordings for Server (SPAN) and Network recording
:*'''Virtualizing''' the Monitor server for Server (SPAN) recording is '''not '''supported on the UCS platform

|-
! colspan="2" | [http://www.cisco.com/cisco/software/release.html?mdfid=270569179&flowid=5217&softwareid=283733053&release=1.0&rellifecycle=&relind=AVAILABLE&reltype=all Unified CCX WFM 8.5.1]
| 2
| 2 GB
|
2x 146 GB

:*vDisk 1 = 40 GB Minimum Operating system, Cisco Unified Contact Center Express WFO WFM binaries, SQL Server, SQL Server Data files
:*vDisk 2 = Optional - can be used to hold SQL Server Data files

| 1
|
Capacities

:*300 named users
:*150 concurrent users

|-
! colspan="2" | [http://www.cisco.com/cisco/software/release.html?mdfid=270569179&flowid=5217&softwareid=283733053&release=1.0&rellifecycle=&relind=AVAILABLE&reltype=all Unified CCX WFO QM 8.5.1 Base Server Configuration (CR/QM/AQM)]
| 2
| 2 GB
|
2x 146 GB

:*vDisk 1 = 40 GB Minimum Operating system, Cisco Unified Contact Center Express WFO QM binaries, SQL Server, SQL Server Data files
:*vDisk 2 = 146 GB Cisco Unified Contact Center Express WFO QM recordings (Size may vary depending upon usage)

| 1
|
Capacities

:*300 named users
:*150 concurrent users

|
|}

 

== Prime Collaboration (Prime Collaboration Provisioning and Prime Collaboration Assurance) ==

 

{| border="1"
|+ '''Supported OVA Templates: Prime Collaboration'''
|- style="background: rgb(229,228,226)"
! Application, OVA Capacity and Notes+Download Link
! vCPU Cores
! vCPU Speed
! vRAM / Memory
! vDisk
! IOPS (avg) (1)
! IOPS (max) (1)
! vNIC
! Notes
! 
|-
! Prime Collaboration Provisioning up to 1K phones
| 1
| 2.33Ghz
| 2 GB
| 90 GB
| 100
| 500
| 1
| 
|-
! Prime Collaboration Provisioning 1K to 10K phones
| 4
| 2.33Ghz
| 8 GB
| 120 GB(2)
| 100
| 500
| 1
| 
|-
! Prime Collaboration Provisioning 10K to 100K phones app server
| 8
| 2.33Ghz
| 16 GB
| 120 GB(3)
| 100
| 500
| 1
| requires DB VM
|-
! Prime Collaboration Provisioning 10K to 100K phones database server
| 8
| 2.33Ghz
| 16 GB
| 120 GB(3)
| 100
| 500
| 1
| requires App VM
|-
! Prime Collaboration Provisioning 100K to 150K phones app server
| 8
| 2.33Ghz
| 16 GB
| 150 GB(3)
| 100
| 500
| 1
| requires DB VM
|-
! Prime Collaboration Provisioning 100K to 150K phones database server
| 8
| 2.33Ghz
| 16 GB
| 150 GB(3)
| 100
| 500
| 1
| requires App VM
|-
! Prime Collaboration Assurance 1K phones
| 4
| 2.33Ghz
| 8 GB
| 150 GB
| *
| *
| 1
| 
|-
! Prime Collaboration Assurance 1K to 10K phones
| 8
| 2.33Ghz
| 16 GB
| 200 GB
| *
| *
| 1
| 
|-
! Prime Collaboration Assurance 10K to 100K phones
| 12
| 2.33Ghz
| 24 GB
| 500 GB
| *
| *
| 1
| 
|-
! Prime Collaboration Assurance 100K to 150K phones
| 18
| 2.33Ghz
| 32 GB
| 750 GB
| *
| *
| 1
| 
|}

Notes: (1) IOPS are for each CM publisher synced in parallel. If only one CM publisher then IOPS are 100/500. The maximum figures would be expected during nightly Infrastructrure or Subscriber syncs. (2) PM requires SAS or SCSI drives for deployments over 1K phones up to 10k phones (Disks must be aligned) (3) PM requires FC SAS for deployments over 10K phones (Disks must be aligned)

(4) Prime Collaboration Assurance numbers not yet available. Budget for 20 and 40.

 

== UC Management Suite (PM, OM, SM, SSM) ==

There are different OVAs for premise UC on UCS deployments vs. Hosted Collaboration Solution deployments.

 

{| border="1"
|+ '''Supported OVA Templates: UC Management Suite (PM, OM, SM, SSM) for Premise UC on UCS Deployments'''
|- style="background: rgb(229,228,226)"
! Application, OVA Capacity and Notes+Download Link
! vCPU Cores
! vCPU Speed
! vRAM / Memory
! vDisk
! IOPS (avg) (1)
! IOPS (max) (1)
! vNIC
! Notes
! 
|-
! CUPM up to 1K phones (VM-CUCMS_1S)
| 1
| 2.33Ghz
| 2 GB
| 1x 30 GB
| 100
| 500
| 1
| 
|-
! CUPM 1K to 10K phones
| 4
| 2.33Ghz
| 4 GB
| 1x 40 GB (2)
| 100
| 500
| 1
| 
|-
! CUPM 10K to 60K phones app server
| 4
| 2.33Ghz
| 4 GB
| 1x 30 GB(3)
| 100
| 500
| 1
| requires DB VM
|-
! CUPM 10K to 60K phones database server
| 4
| 2.33Ghz
| 8 GB
| 1x 120 GB(3)
| 100
| 500
| 1
| requires App VM
|-
! CUOM/SM 1K phones
| 1
| 2.33Ghz
| 3 GB
| 1x 50 GB
| 6
| 15
| 1
| 
|-
! CUOM 10K phones (VM-CUCMS_2L)
| 2
| 2.33Ghz
| 8 GB
| 1x 72 GB
| 6
| 15
| 1
| 
|-
! CUOM 45K phones (VM-CUCMS_4L)
| 4
| 2.33Ghz
| 8 GB
| 2x 60 GB
| 6
| 15
| 1
| 
|-
! CUSM 10K Phones (VM-CUCMS_2)
| 2
| 2.33Ghz
| 4 GB
| 1x 72 GB
| 6
| 15
| 1
| 
|-
! CUSM 45K Server (VM-CUCMS_4)
| 4
| 2.33Ghz
| 4 GB
| 2x 60 GB
| 6
| 15
| 1
| 
|-
! CUSSM 10K phones (VM-CUCMS_1)
| 1
| 2.33Ghz
| 4 GB
| 1x 60 GB
| 6
| 15
| 1
| 
|-
! CUSSM 45K Phones
| 2
| 2.33Ghz
| 4 GB
| 1x 72 GB
| 6
| 15
| 1
| 
|-
! CUCMS 10K phones Co-resident (VM_CUCMS_8)
| 8
| 2.33Ghz
| 16 GB
| 1x 320 GB (2)
| 100
| 500
| 1
| 
|}

Notes: (1) IOPS are for each CM publisher synced in parallel. If only one CM publisher then IOPS are 100/500. The maximum figures would be expected during nightly Infrastructrure or Subscriber syncs. (2) PM requires SAS or SCSI drives for deployments over 1K phones up to 10k phones (Disks must be aligned) (3) PM requires FC SAS for deployments over 10K phones (Disks must be aligned)

 

{| border="1"
|+ '''Supported OVA Templates: UC Management Suite (PM, OM, SM, SSM) for Hosted Collaboration Solution'''
|- style="background: rgb(229,228,226)"
! Application, OVA Capacity and Notes+Download Link
! vCPU Cores
! vCPU Speed
! vRAM / Memory
! vDisk
! vNIC
! Notes
! 
|-
! [http://www.cisco.com/cisco/software/release.html?mdfid=283112898&flowid=20421&softwareid=282773197&release=8.0&rellifecycle=&relind=AVAILABLE&reltype=latest CUOM+CUSM 1K phones for HCS (HCS_OM&SM_1K)]
| 1
| 2.33Ghz
| 3 GB
| 1x 50 GB
| 1
| 
|}

== Unified Contact Center Enterprise ==

See also:

*[[Unified Contact Center Enterprise]]
*[http://docwiki.cisco.com/wiki/Unified_Contact_Center_Enterprise#Unified_CCE_Component_Capacities_and_VM_Configuration_Requirements Unified CCE OVA Templates]
*[http://docwiki.cisco.com/w/index.php?title=Virtualization_for_Unified_CCE#Unified_CCE_Scalability_Impacts Scalability Impacts]
*[[OVA Template Details for Unified Contact Center Enterprise Release 8.x]]
*[[OVA Template Details for Unified Contact Center Enterprise Release 9.x]]

 

== Cisco Packaged Contact Center Enterprise ==

Supported OVA templates are documented in the Install and Configuration Guide and in the Packaged CCE Specifications Guide. Both guides are on the Cisco documentation web page.

*[https://www.cisco.com/cisco/software/type.html?mdfid=284360381&i=rm Software Download] - Download OVA files
*[http://www.cisco.com/en/US/products/ps12586/prod_technical_reference_list.html User Guides]

== Unified Customer Voice Portal ==

See also:

*[[Unified Customer Voice Portal]]
*[http://www.cisco.com/cisco/software/release.html?mdfid=270563413&flowid=5229&softwareid=280840592&release=9.0(1)&relind=AVAILABLE&rellifecycle=&reltype=latest Unified CVP OVA Templates Download]

{| border="1"
|+ '''Supported OVA Templates: Unified Customer Voice Portal'''
|- style="background: rgb(229,228,226)"
! Application, OVA Capacity and Notes+Download Link
! vCPU Cores
! vRAM / Memory
! vDisk
! vNIC
! Notes
! 
|-
! Unified CVP Call Server + VXML Server (co-located Call Server and VXML Server) (Media Server is optionally included depending on the conditions. See CVP co-residency section for detail)
| 4
| 4 GB
| 1x 146 GB
| 1
| Template Name: Cisco Unified CVP Call Server-VXML Server.ova
|-
! Unified CVP Reporting Server (Large)
| 4
| 4 GB
| Disk 1 - 72 GB, Disk 2 - 438 GB
| 1
| Template Name: Cisco Unified CVP Reporting Server.ova
|-
! Unified CVP Operations Console
| 2
| 2 GB
| 1x 20 GB
| 1
| Template Name: Cisco Unified CVP Operations Console.ova
|}

== Cisco MediaSense ==

See also:

*[http://docwiki.cisco.com/wiki/Virtualization_for_Cisco_MediaSense Virtualization for Cisco MediaSense]
*[http://software.cisco.com/download/release.html?mdfid=283613140&softwareid=283733468&release=9.1.1&relind=AVAILABLE&rellifecycle=&reltype=latest Download OVA Template for Cisco MediaSense, Release 9.1(1)]
*[http://www.cisco.com/cisco/software/release.html?mdfid=283613140&softwareid=283733468&release=9.0(1a)&relind=AVAILABLE&rellifecycle=&reltype=latest Download OVA Template for Cisco MediaSense, Release 9.0(1a])
*[http://www.cisco.com/cisco/software/release.html?mdfid=283613140&softwareid=283733468&release=8.5.4&rellifecycle=&relind=AVAILABLE&reltype=all Download OVA Template for Cisco MediaSense, Release 8.5(4)]

 For release 9.1(1), Cisco MediaSense again has only one template that contains the deployment options shown in the following table. 

 

{| border="1" cellspacing="1" cellpadding="1" width="812"
|+ '''Supported OVA Template: Cisco MediaSense, Release 9.1(1)''' 
|-
! valign="baseline" scope="col" align="center" | Deployment  
! valign="baseline" scope="col" align="center" |   vCPU   
! valign="baseline" scope="col" align="center" |
CPU      reservation  

! valign="baseline" scope="col" align="center" |  vRAM 
! valign="baseline" scope="col" align="center" |    vDisk    
! valign="baseline" scope="col" align="center" | Notes            
|-
! valign="baseline" align="center" | SRE 
| valign="baseline" align="center" |
 2

| valign="baseline" align="center" |
  2200 MHz

| valign="baseline" align="center" |
 6 GB

| valign="top" align="left" |
Disk 1: 80 GB for OS Disk 2: 80 GB for DB  Disk 3: 210 GB for media               

| valign="top" align="left" |
Includes a fixed 210 GB disk for media storage. No expansion nodes supported. No additional media storage supported. 

|-
! valign="baseline" align="center" |  Primary/Secondary    
| valign="baseline" align="center" |    7 
| valign="baseline" align="center" |   15000 MHz 
| valign="baseline" align="center" |  16 GB 
| valign="top" align="left" |
Disk 1: 80 GB for OS Disk 2: 600 GB for DB Disk 3: 210 GB for media

| valign="top" align="left" |
User can add additional media disks. 

|-
! valign="baseline" align="center" | Expansion
| valign="baseline" align="center" |    7
| valign="baseline" align="center" | 10000 MHz 
| valign="baseline" align="center" | 16 GB 
| valign="top" align="left" |
Disk 1: 80 GB for OS Disk 2: 80 GB Disk 3: 210 GB for media

| valign="top" align="left" |
User can add additional media disks.

|}

 

 To promote ease of use, Cisco MediaSense, Release 9.0(1a) has only one template. This template contains several deployment options as shown in the following table.   

{| border="1" cellspacing="1" cellpadding="1" width="812"
|+ '''Supported OVA Template: Cisco MediaSense, Release 9.0(1a)''' 
|-
! valign="baseline" scope="col" align="center" | Deployment  
! valign="baseline" scope="col" align="center" |   vCPU   
! valign="baseline" scope="col" align="center" |
CPU      reservation  

! valign="baseline" scope="col" align="center" |  vRAM 
! valign="baseline" scope="col" align="center" |    vDisk    
! valign="baseline" scope="col" align="center" | Notes            
|-
! valign="baseline" align="center" | SRE 
| valign="baseline" align="center" |
 2

| valign="baseline" align="center" |
  2200 MHz

| valign="baseline" align="center" |
 6 GB

| valign="top" align="left" |
Disk 1: 80 GB for OS Disk 2: 80 GB for DB  Disk 3: 200 GB for media               

| valign="top" align="left" |
Includes a fixed 200 GB disk for media storage. No expansion nodes supported. No additional media storage supported. 

|-
! valign="baseline" align="center" |  Primary/Secondary    
| valign="baseline" align="center" |    7 
| valign="baseline" align="center" |   15000 MHz 
| valign="baseline" align="center" |  8 GB 
| valign="top" align="left" |
Disk 1: 80 GB for OS  Disk 2: 600 GB for DB 

| valign="top" align="left" |
User must add media disks prior to installation. 

|-
! valign="baseline" align="center" | Expansion
| valign="baseline" align="center" |    7
| valign="baseline" align="center" | 10000 MHz 
| valign="baseline" align="center" | 8 GB 
| valign="top" align="left" |
Disk 1: 80 GB for OS Disk 2: 80 GB

| valign="top" align="left" |
User must add media disks prior to installation.

|}

 

{| border="1"
|+ '''Supported OVA Templates: Cisco MediaSense, Release 8.5'''
|-
! Application, OVA Capacity and Notes+Download Link
! vCPU Cores
! vRAM / Memory
! vDisk
! vNIC
! Notes
|-
! CMS_6T_main_server_v8.5_vmv7
| 7
| 8 GB
| 2 X 146 GB (thick provisioning)
| 1
| rowspan="3" | Release 8.5(1)
|-
! CMS_12T_main_server_v8.5_vmv7
| 7
| 8 GB
| 2 X 300 GB (thick provisioning)
| 1
|-
! CMS_expansion_server_v8.5_vmv7
| 7 
| 8 GB
| 2 x 80 GB (thick provisioning)
| 1
|-
! CMS_12T_primary_secondary_servers_v8.5.2_vmv7 
| 7 
| 8 GB 
| 2 X 150 GB (thick provisioning) 
| 1
| rowspan="4" |
Release 8.5(2)

Release 8.5(3)

Release 8.5(4)

|-
! CMS_24T_primary_secondary_servers_v8.5.2_vmv7 
| 7 
| 8 GB 
| 2 X 300 GB (thick provisioning) 
| 1
|-
! CMS_60T_primary_secondary_servers_v8.5.2_vmv7 
| 7 
| 8 GB 
| 2 X 600 GB (thick provisioning) 
| 1
|-
! CMS_expansion_server_v8.5.2_vmv7
| 7
| 8 GB
| 2 x 80 GB (thick provisioning)
| 1
|-
! CMS_SRE_v8.5_vmv7
| 2
| 6 GB
| 2 x 80 GB (thick provisioning) 1 x 200 GB (thick provisioning) for Media storage
| 1 (with static MAC address)
| Release 8.5(4)
|}

 

== Cisco Unified Intelligence Center ==

See also:

*[[Cisco Unified Intelligence Center]]
*[[Cisco Unified Intelligence Center#Unified_IC_Component_Capacities_and_VM_Configuration_Requirements|Cisco Unified Intelligence Center OVA Templates]]

{| border="1"
|+ '''Supported OVA Templates: Cisco Unified Intelligence Center'''
|- style="background: rgb(229,228,226)"
! Application, OVA Capacity and Notes+Download Link
! vCPU Cores
! vRAM / Memory
! vDisk
! vNIC
! Notes
! 
|-
! [http://www.cisco.com/cisco/software/release.html?mdfid=282163829&flowid=5228&softwareid=283776220&release=8.0(3)&relind=AVAILABLE&rellifecycle=&reltype=latest CUIC (200 Reporting Users)]
| 4
| 6 GB
| 1x 146 GB
| 1
|
|}

== Cisco Unified Contact Center Management Portal ==

See also:

*[http://docwiki.cisco.com/wiki/Virtualization_for_CCMP_with_Unified_CCE_on_UCS_Hardware Cisco Unified Contact Center Management Portal]
*[http://www.cisco.com/cisco/software/release.html?mdfid=280810493&flowid=5222&softwareid=284452241&release=8.5.1&relind=AVAILABLE&rellifecycle=&reltype=latest Unified CCMP OVA Templates]

{| border="1"
|+ '''Supported OVA Templates: Cisco Unified Contact Center Management Portal '''
|- style="background: rgb(229,228,226)"
! Application, OVA Capacity and Notes+Download Link
! vCPU Cores
! vRAM / Memory
! vDisk
! vNIC
! Notes
! 
|-
! CCMP Single Server Deployment (<1500 Agents)
| 4
| 4 GB
| 1x 100 GB
| 1
| 
|-
! CCMP Web Server (< 8000 Agents) 
| 4 
| 4 GB 
| 1x 100 GB 
| 1 
| 
|-
! CCMP DB Server (< 8000 Agents)
| 8
| 8 GB
| 2x 100 GB
| 1
| 
|-
! CCMP Web/App Server Large Deployment (> 8000 Agents)
| 8
| 16 GB
| 1x 100 GB
| 1
| 
|-
! CCMP DB Server Large Deployment (> 8000 Agents) 
| 8 
| 16 GB 
| 1 x 100 GB, 1 x 200 GB 
| 1 
| 
|}

== Cisco SocialMiner ==

See also:

*[[Virtualization for Cisco SocialMiner|Cisco SocialMiner]]
*[http://www.cisco.com/cisco/software/release.html?mdfid=283613136&release=9.0.1&relind=AVAILABLE&softwareid=283733464&rellifecycle=&reltype=all| Cisco SocialMiner OVA Templates]

{| border="1"
|+ '''Supported OVA Templates: Cisco SocialMiner'''
|- style="background: rgb(229,228,226)"
! Application, OVA Capacity and Notes+Download Link
! vCPU Cores
! vRAM / Memory
! vDisk
! vNIC
|-
! Large deployment option
| 4
| 12 GB
| 1x 146 GB and 1x 256 GB
| 1
|-
! Small deployment option
| 2
| 8 GB
| 2x 80GB
| 1
|}

== Cisco Unified Email Interaction Manager and Web Interaction Manager ==

=== Release 9.0 ===

{| cellspacing="1" cellpadding="1" border="1"
|-
! scope="col" | Application, OVA Capacity and Notes+Download Link
! scope="col" | Contents
! scope="col" | No of VM's to deploy of each component
! scope="col" | vCPU
! scope="col" | vDisk
! scope="col" | vRAM/Memory
|-
|
[http://software.cisco.com/download/release.html?mdfid=280970910&catid=278875240&softwareid=283929858&release=9.0&rellifecycle=&relind=AVAILABLE&reltype=all EIMWIM_Template_1_v9.0.ova]

Deployed Template Name:

CUEIM-WIM_CIM9_1

Deployment Option:

100 agents - Email Only 

| Single Server-All Components
| 1
| 4 
| 1 x 80GB
| 4 GB
|-
|
[http://software.cisco.com/download/release.html?mdfid=280970910&catid=278875240&softwareid=283929858&release=9.0&rellifecycle=&relind=AVAILABLE&reltype=all EIMWIM_Template_2_v9.0.ova]

Deployed Template Name:

CUEIM-WIM_CIM9_2

Deployment Option:

200 agents - Email Only 

| Single Server-All Components
| 1
| 8 
| 1 x 80GB
| 16 GB 
|-
| rowspan="2" |
[http://software.cisco.com/download/release.html?mdfid=280970910&catid=278875240&softwareid=283929858&release=9.0&rellifecycle=&relind=AVAILABLE&reltype=all EIMWIM_Template_3_v9.0.ova]

Deployed Template Name:

CUEIM-WIM_CIM9_3

Deployment Option:

100 agents - Chat Only

 

| All components except web
| 1
| 4 
| 1 x 80GB
| 4 GB
|-
| Web Server
| 1
| 1 
| 1 x 80GB
| 1 GB 
|-
| rowspan="2" |
[http://software.cisco.com/download/release.html?mdfid=280970910&catid=278875240&softwareid=283929858&release=9.0&rellifecycle=&relind=AVAILABLE&reltype=all EIMWEIMWIM_Template_4_v9.0.ova]

Deployed Template Name:

CUEIM-WIM_CIM9_4

Deployment Option:

200 agents - Chat only  

| All components except web 
| 1
| 8 
| 1 x 80GB
| 16 GB 
|-
| Web Server
| 1
| 1
| 1 x 80GB
| 1 GB 
|-
| rowspan="6" |
[http://software.cisco.com/download/release.html?mdfid=280970910&catid=278875240&softwareid=283929858&release=9.0&rellifecycle=&relind=AVAILABLE&reltype=all EIMWIM_Template_5_v9.0.ova]

Deployed Template Name:

CUEIM-WIM_CIM9_5

Deployment Option:

250 Agents - Email and Chat or 120 Agents - BC and CallBack

 

 

| File Server
| 1
| 2
| 1 x 80GB
| 2 GB
|-
| Messaging Server
| 1
| 2
| 1 x 80GB
| 2 GB
|-
| Application Server
| 1
| 2
| 1 x 80GB
| 2 GB
|-
| Web Server
| 1
| 1
| 1 x 80GB
| 1 GB
|-
| Services Server
| 1
| 2
| 1 x 80GB
| 4 GB
|-
| Database Server
| 1
| 2 
| 1 x 80 GB for OS and 1 x 150 GB for DB
| 4 GB
|-
| rowspan="6" |
[http://software.cisco.com/download/release.html?mdfid=280970910&catid=278875240&softwareid=283929858&release=9.0&rellifecycle=&relind=AVAILABLE&reltype=all EIMWIM_Template_6_v9.0.ova] 

Deployed Template Name:

CUEIM-WIM_CIM9_6

Deployment Option:

500 Agents - Email and Chat or 240 Agents - BC and CallBack 

 

| File Server
| 1 
| 2
| 1 x 80GB
| 2 GB
|-
| Messaging Server
| 1 
| 2
| 1 x 80GB
| 2 GB
|-
| Application Server
| 1 
| 2
| 1 x 80GB
| 2 GB
|-
| Web Server
| 1 
| 1
| 1 x 80GB
| 1 GB
|-
| Services Server
| 1
| 2
| 1 x 80GB
| 4 GB
|-
| Database Server
| 1
| 4
| 1 x 80 GB for OS and 1 x 438 GB for DB
| 8 GB 
|-
| rowspan="6" |
[http://software.cisco.com/download/release.html?mdfid=280970910&catid=278875240&softwareid=283929858&release=9.0&rellifecycle=&relind=AVAILABLE&reltype=all EIMWIM_Template_7_v9.0.ova]

Deployed Template Name:

CUEIM-WIM_CIM9_7

Deployment Option:

750 Agents - Email and Chat or 360 Agents - BC and CallBack 

| File Server
| 1 
| 2
| 1 x 80GB
| 2 GB
|-
| Messaging Server
| 1 
| 2
| 1 x 80GB
| 2 GB
|-
| Application Server
| 1 
| 2
| 1 x 80GB
| 2 GB
|-
| Web Server
| 1 
| 1
| 1 x 80GB
| 1 GB
|-
| Services Server
| 1
| 2
| 1 x 80GB
| 4 GB
|-
| Database Server
| 1
| 8
| 1 x 80 GB for OS and 1 x 438 GB for DB for DB
| 16 GB
|-
| rowspan="6" |
[http://software.cisco.com/download/release.html?mdfid=280970910&catid=278875240&softwareid=283929858&release=9.0&rellifecycle=&relind=AVAILABLE&reltype=all EIMWIM_Template_8_v9.0.ova]

Deployed Template Name:

CUEIM-WIM_CIM9_8

Deployment Option:

1000 Agents - Email and Chat or 480 Agents - BC and CallBack 

| File Server
| 1 
| 2
| 1 x 80GB
| 2 GB 
|-
| Messaging Server
| 1 
| 2
| 1 x 80GB
| 2 GB 
|-
| Application Server
| 1 
| 2
| 1 x 80GB
| 2 GB 
|-
| Web Server
| 1 
| 1
| 1 x 80GB
| 1 GB
|-
| Services Server
| 1
| 2
| 1 x 80GB
| 8 GB
|-
| Database Server
| 1
| 8
| 1 x 80 GB for OS and 1 x 438 GB for DB
| 16 GB 
|-
| rowspan="6" |
[http://software.cisco.com/download/release.html?mdfid=280970910&catid=278875240&softwareid=283929858&release=9.0&rellifecycle=&relind=AVAILABLE&reltype=all EIMWIM_Template_9_v9.0.ova]

Deployed Template Name:

CUEIM-WIM_CIM9_9

Deployment Option:

1250 Agents - Email and Chat or 600 Agents - BC and CallBack 

| File Server
| 1 
| 2
| 1 x 80GB
| 2 GB
|-
| Messaging Server
| 1 
| 2
| 1 x 80GB
| 2 GB
|-
| Application Server
| 1 
| 2
| 1 x 80GB
| 2 GB
|-
| Web Server
| 1 
| 1
| 1 x 80GB
| 1 GB 
|-
| Services Server
| 1
| 2
| 1 x 80GB
| 8 GB
|-
| Database Server
| 1
| 8
| 1 x 80 GB for OS and 1 x 438 GB for DB
| 16 GB
|}

  

=== Release 4.4 ===

{| cellspacing="1" cellpadding="1" border="1"
|-
! scope="col" | Application, OVA Capacity and Notes+Download Link
! scope="col" | Contents
! scope="col" | No of VM's to deploy of each component
! scope="col" | vCPU
! scope="col" | vDisk
! scope="col" | vRAM/Memory
|-
| [http://www.cisco.com/cisco/software/release.html?mdfid=280970910&catid=278875240&softwareid=283929858&release=2.0&rellifecycle=&relind=AVAILABLE&reltype=all EIMWIM_Template_1_v2.0]
Deployment Option:

100 agents - Email Only

| Application, Services Server ,File server Messaging Server ,Web Server and Database server
| 1
| 2
| 1 x 80GB
| 4
|-
| rowspan="2" |
[http://www.cisco.com/cisco/software/release.html?mdfid=280970910&catid=278875240&softwareid=283929858&release=2.0&rellifecycle=&relind=AVAILABLE&reltype=all EIMWIM_Template_2_v2.0]

Deployment Option:

140 agents - Email Only

| Application, Services Server ,File server Messaging Server and Web server
| 1
| 2
| 1 x 80GB
| 4
|-
| Database Server
| 1
| 2
| 1 x 80GB
| 4
|-
| rowspan="2" |
[http://www.cisco.com/cisco/software/release.html?mdfid=280970910&catid=278875240&softwareid=283929858&release=2.0&rellifecycle=&relind=AVAILABLE&reltype=all EIMWIM_Template_3_v2.0]

Deployment Option:

100 agents - Chat only or

100 agents - Email and Chat

| Application, Services Server ,File server Messaging Server and Database server
| 1
| 2
| 1 x 80GB
| 4
|-
| Web Server
| 1
| 1
| 1 x 80GB
| 2
|-
| rowspan="6" |
[http://www.cisco.com/cisco/software/release.html?mdfid=280970910&catid=278875240&softwareid=283929858&release=2.0&rellifecycle=&relind=AVAILABLE&reltype=all EIMWIM_Template_4_v2.0]

Deployment Option:

250 Agents - Email and Chat or 120 Agents - BC and CallBack

| Web Server
| 1
| 1
| 1 x 80GB
| 1
|-
| Application server
| 1
| 2
| 1 x 80GB
| 2
|-
| Services Server
| 1
| 2
| 1 x 80GB
| 4
|-
| Database Server
| 1
| 2
| 1 x 80 GB for OS, 1 x 150 GB for DB
| 4
|-
| File Server
| 1
| 2
| 1 x 80GB
| 2
|-
| Messaging Server
| 1
| 2
| 1 x 80GB
| 2
|-
| rowspan="6" |
[http://www.cisco.com/cisco/software/release.html?mdfid=280970910&catid=278875240&softwareid=283929858&release=2.0&rellifecycle=&relind=AVAILABLE&reltype=all EIMWIM_Template_5_v2.0]

Deployment Option:

500 Agents - Email and Chat or 240 Agents - BC and CallBack

| Web Server
| 2
| 1
| 1 x 80GB
| 1
|-
| Application server
| 2
| 2
| 1 x 80GB
| 2
|-
| Services Server
| 1
| 2
| 1 x 80GB
| 4
|-
| Database Server
| 1
| 4
| 1 x 80 GB for OS, 1 x 400 GB for DB
| 8
|-
| File Server
| 1
| 2
| 1 x 80GB
| 2
|-
| Messaging Server
| 1
| 1
| 1 x 80GB
| 2
|-
| rowspan="6" |
[http://www.cisco.com/cisco/software/release.html?mdfid=280970910&catid=278875240&softwareid=283929858&release=2.0&rellifecycle=&relind=AVAILABLE&reltype=all EIMWIM_Template_6_v2.0]

Deployment Option:

750 Agents - Email and Chat or 360 Agents - BC and CallBack

| Web Server
| 3
| 1
| 1 x 80GB
| 1
|-
| Application server
| 3
| 2
| 1 x 80GB
| 2
|-
| Services Server
| 1
| 2
| 1 x 80GB
| 4
|-
| Database Server
| 1
| 8
| 1 x 80 GB for OS, 1 x 400 GB for DB
| 16
|-
| File Server
| 1
| 2
| 1 x 80GB
| 2
|-
| Messaging Server
| 1
| 2
| 1 x 80GB
| 2
|-
| rowspan="6" |
[http://www.cisco.com/cisco/software/release.html?mdfid=280970910&catid=278875240&softwareid=283929858&release=2.0&rellifecycle=&relind=AVAILABLE&reltype=all EIMWIM_Template_7_v2.0]

Deployment Option:

1000 Agents - Email and Chat or 480 Agents - BC and CallBack

| Web Server
| 4
| 1
| 1 x 80GB
| 1
|-
| Application server
| 4
| 2
| 1 x 80GB
| 2
|-
| Services Server
| 1
| 2
| 1 x 80GB
| 8
|-
| Database Server
| 1
| 8
| 1 x 80 GB for OS, 1 x 400 GB for DB
| 16
|-
| File Server
| 1
| 2
| 1 x 80GB
| 2
|-
| Messaging Server
| 1
| 2
| 1 x 80GB
| 2
|-
| rowspan="6" |
[http://www.cisco.com/cisco/software/release.html?mdfid=280970910&catid=278875240&softwareid=283929858&release=2.0&rellifecycle=&relind=AVAILABLE&reltype=all EIMWIM_Template_8_v2.0]

Deployment Option:

1250 Agents - Email and Chat or 600 Agents - BC and CallBack

| Web Server
| 5
| 1
| 1 x 80GB
| 1
|-
| Application server
| 5
| 2
| 1 x 80GB
| 2
|-
| Services Server
| 1
| 2
| 1 x 80GB
| 8
|-
| Database Server
| 1
| 8
| 1 x 80 GB for OS, 1 x 400 GB for DB
| 16
|-
| File Server
| 1
| 2
| 1 x 80GB
| 2
|-
| Messaging Server
| 1
| 2
| 1 x 80GB
| 2
|}

== Cisco Media Blender ==

{| width="1054" cellspacing="1" cellpadding="1" border="1" align="center" style="width: 1054px; height: 102px"
|-
|
 '''Application, OVA Capacity and Notes+Download Link'''

|         '''Contents    '''  
| '''No of VM's to deploy of each component'''
| '''vCPU'''
| '''vDisk'''
| '''vRAM/Memory'''
|-
|
 [http://software.cisco.com/download/release.html?mdfid=280970910&catid=278875240&softwareid=283929858&release=9.0&rellifecycle=&relind=AVAILABLE&reltype=all Cisco Media Blender]

|
 

Cisco Media Blender

|
 1

|
 2

|
 1 x 80GB

|
 2

|}

 

== Cisco Finesse ==

See also:

*[[Virtualization for Cisco Finesse|Cisco Finesse]]
*[http://www.cisco.com/cisco/software/type.html?mdfid=283613135&flowid=30701 Cisco Finesse OVA Templates] 

{| border="1"
|+ '''Supported OVA Templates: Cisco Finesse'''
|- style="background: rgb(229,228,226)"
! Application, OVA Capacity and Notes+Download Link
! vCPU Cores
! vRAM / Memory
! vDisk
! vNIC
! Notes
! 
|-
! Finesse_2000_HTTP_agents_or_1000_HTTPS_agents_v9.1.1_vmv8.ova
| 4
| 8 GB
| 1x 146 GB
| 1
| Release 9.1(1)
|-
! Finesse_2000_agents_v9.0.1_vm8
| 4
| 8 GB
| 1x 146 GB
| 1
| Release 9.0(1)
|-
! Finesse_2000_agents_v1.0_vmv7 
| 4
| 8 GB
| 1x 146 GB
| 1
| Release 8.5(3)
|}

  

== TelePresence Applications ==

{| border="1"
|+ '''Supported OVA Templates: TelePresence Applications'''
|- style="background: rgb(229,228,226)"
! Application, OVA Capacity and Notes+Download Link
! vCPU Cores 
! vRAM / Memory
! vDisk
! vNIC
! Notes
! 
|-
!  [http://www.cisco.com/cisco/software/release.html?mdfid=284132721&flowid=29922&softwareid=280887004&release=1.8.0%28582%29 Cisco TelePresence Manager] 
| align="center" | 2
| align="center" | 8 GB (4 GB reserved)
| align="center" | 1 x 200 GB
| align="center" | 1
|
1.9.0 Supported Co-residency Configurations:

*Up to 4 CTS-Manager instances can be installed on a single server, for service provider deployments with no more than 50 endpoints under management per instance of CTS-Manager. 
*1 CTS-Manager and 1 CTMS can be installed on a single UCS server. 

 

|-
! [http://www.cisco.com/cisco/software/release.html?mdfid=281043620&flowid=20525&softwareid=281149680&release=1.8.0%281026%29 Cisco TelePresence Multipoint Switch] 
| align="center" | 4
| align="center" | 6 GB (2.304 GB reserved)
| align="center" | 1 x 100 GB
| align="center" | 1
|
1.9.0 Supported Co-residency Configurations:

:*2 CTMS instances can be installed on a single UCS server.
:*1 CTMS and 1 CTS-Manager can be installed on a single UCS server.

 

|-
! Cisco TelePresence Video Communication Server, Release X7.1
[http://www.cisco.com/cisco/software/release.html?mdfid=283733603&flowid=22561&softwareid=280886992&release=X7.1&relind=AVAILABLE&rellifecycle=&reltype=latest X7.1 (AES Encrypted) VM version]

[http://www.cisco.com/cisco/software/release.html?mdfid=283733603&flowid=22561&softwareid=280886992&release=X7.1&relind=AVAILABLE&rellifecycle=&reltype=latest X7.1 (non-AES) VM version] 

| align="center" | 2 Cores reserved per VM; each core >= 2GHz processor 
| align="center" | 6GB of RAM per VM 
| align="center" | 132GB disc space per VM (for a 4GB virtual disk 1 and a 128GB virtual disk 2) 
| align="center" | 3 
| Recommended platform: Cisco UCS C200 – M2, UCS C210 – M2, UCS C220 – M3, or UCS B200 – M2 with:
*Processor supporting AESNI feature
*R2XX-LBBU
*Four hard disks (450GB SAS 15K RPM 3.5in HDD/hot plug/C200 drive sled)
*PCI card Intel Quad port GbE Controller (E1G44ETG1P20)

ESXi to be ESXi 4.1 or ESXi5.0 (Update 1). 

If you are using third-party hardware for hosting the Cisco VCS VM application, check the hardware compatibility. This can be done using the VMware compatibility guide tool available from [http://www.vmware.com/resources/compatibility/search.php http://www.vmware.com/resources/compatibility/search.php]. 

|-
!
Cisco TelePresence Video Communication Server, Release X7.2

[http://www.cisco.com/cisco/software/release.html?mdfid=283733603&flowid=22561&softwareid=280886992&release=X7.2&relind=AVAILABLE&rellifecycle=&reltype=latest X7.2 (AES Encrypted) VM version] 

[http://www.cisco.com/cisco/software/release.html?mdfid=283733603&flowid=22561&softwareid=280886992&release=X7.2&relind=AVAILABLE&rellifecycle=&reltype=latest X7.2 (non-AES) VM version] 

| align="center" | 2 Cores reserved per VM; each core >= 2GHz processor 
| align="center" | 6GB of RAM per VM 
| align="center" | 132GB disc space per VM (for a 4GB virtual disk 1 and a 128GB virtual disk 2) 
| align="center" | 3 
| Recommended platform: Cisco UCS C200 – M2, UCS C210 – M2, UCS C220 – M3, or UCS B200 – M2 with:
*Processor supporting AESNI feature
*R2XX-LBBU
*Four hard disks (450GB SAS 15K RPM 3.5in HDD/hot plug/C200 drive sled)
*PCI card Intel Quad port GbE Controller (E1G44ETG1P20)

ESXi to be ESXi 4.1 or ESXi5.0 (Update 1) 

If you are using third-party hardware for hosting the Cisco VCS VM application, check the hardware compatibility. This can be done using the VMware compatibility guide tool available from [http://www.vmware.com/resources/compatibility/search.php http://www.vmware.com/resources/compatibility/search.php]. 

|-
! [http://www.cisco.com/cisco/software/release.html?mdfid=284262814&flowid=30841&softwareid=280886992&release=XC1.2&relind=AVAILABLE&rellifecycle=&reltype=latest Cisco TelePresence Conductor XC1.2 (AES Encrypted) VM version] 
| align="center" | 2 Cores reserved per VM; each core >= 2GHz processor 
| align="center" | 6GB of RAM per VM 
| align="center" | 132GB disc space per VM (for a 4GB virtual disk 1 and a 128GB virtual disk 2) 
| align="center" | 3 
| Recommended platform: Cisco UCS C200 – M2, UCS C210 – M2, UCS C220 – M3, or UCS B200 – M2 with:
*Processor supporting AESNI feature
*R2XX-LBBU
*Four hard disks (450GB SAS 15K RPM 3.5in HDD/hot plug/C200 drive sled)
*PCI card Intel Quad port GbE Controller (E1G44ETG1P20)

ESXi to be ESXi 4.1 or ESXi5.0 (Update 1) 

If you are using third-party hardware for hosting the TelePresence Conductor VM application, check the hardware compatibility. This can be done using the VMware compatibility guide tool available from [http://www.vmware.com/resources/compatibility/search.php http://www.vmware.com/resources/compatibility/search.php]. 

|-
! [http://www.cisco.com/cisco/software/release.html?mdfid=284262814&flowid=30841&softwareid=280886992&release=XC2.0&relind=AVAILABLE&rellifecycle=&reltype=latest Cisco TelePresence Conductor XC2.0 (AES Encrypted) VM version] 
| align="center" | 2 Cores reserved per VM; each core >= 2GHz processor 
| align="center" | 6GB of RAM per VM 
| align="center" | 132GB disc space per VM (for a 4GB virtual disk 1 and a 128GB virtual disk 2) 
| align="center" | 3 
| Recommended platform: Cisco UCS C200 – M2, UCS C210 – M2, UCS C220 – M3, or UCS B200 – M2 with:
*Processor supporting AESNI feature
*R2XX-LBBU
*Four hard disks (450GB SAS 15K RPM 3.5in HDD/hot plug/C200 drive sled)
*PCI card Intel Quad port GbE Controller (E1G44ETG1P20)

ESXi to be ESXi 4.1 or ESXi5.0 (Update 1) 

If you are using third-party hardware for hosting the TelePresence Conductor VM application, check the hardware compatibility. This can be done using the VMware compatibility guide tool available from [http://www.vmware.com/resources/compatibility/search.php http://www.vmware.com/resources/compatibility/search.php]. 
|}

{| border="1" class="wikitable"
|-
! style="background-color: rgb(255,215,0)" | '''Back to:''' [[Unified Communications in a Virtualized Environment|Unified Communications in a Virtualized Environment]]
|}

SocialMiner Release 8.5(1)

2013-03-13T18:30:03Z

Linichol: /* Installing SocialMiner */

= Introduction =

Cisco SocialMiner Release 8.5 is a social-media customer-care system that provides capture, filtering, workflow, queuing, and reporting for social-media engagement teams. Internet postings captured by SocialMiner are referred to as '''Social Contacts'''. SocialMiner stores the Social Contacts and groups them into user-defined '''Campaigns'''. SocialMiner presents the Social Contacts to social-media customer-care personnel who can categorize and/or respond to the postings. SocialMiner also produces reporting statistics on the handling of the Social Contacts.

__TOC__

== Technology and Packaging ==
SocialMiner is a server application that is packaged as a software appliance. The appliance runs as a VMWare® virtual machine containing the following components:

* Cisco Unified Communications Operating System (Unified OS), a Redhat Linux based Operating System
* Informix® embedded database. This database contains the SocialMiner Configuration and the SocialMiner reporting data.
* [http://cassandra.apache.org/ Cassandra datastore]. This datastore contains the Social Contacts
* Cisco SocialMiner runtime software

System setup and administration is done through a browser-based administration interface. The features of the system are available via [http://en.wikipedia.org/wiki/Representational_State_Transfer REST] API's and [http://en.wikipedia.org/wiki/OpenSocial OpenSocial Gadgets]. SocialMiner is installed with the [http://shindig.apache.org/ Apache Shindig container] to render the gadgets; however the SocialMiner gadgets may also be rendered in other OpenSocial containers such as Cisco Quad or iGoogle.

SocialMiner supports integration with most user-generated content sites using RSS. SocialMiner also supports proprietary integrations to [http://www.twitter.com Twitter®] and [http://www.facebook.com Facebook®]. Setup and configuration of SocialMiner to monitor Twitter and Facebook requires good working knowledge of these proprietary systems. For background information on these sites, review the following Mashable resources:

[http://mashable.com/guidebook/twitter/ The Twitter Guide Book]

[http://mashable.com/guidebook/facebook/ The Facebook Guide Book]

= Installation and Setup =
== Installing SocialMiner ==

SocialMiner is installed as an appliance utilizing the Cisco Unified Communications Operating System (Unified OS). The operating system and SocialMiner application are installed together using the same installer as other Cisco Unified OS products such as Cisco Unified Communications Manager and Cisco Unified Intelligence Center.

SocialMiner is designed to work on a VMWare Virtual Machine on hardware that is running a VMWare Host Server. SocialMiner currently supports installation of only a single node.

'''Note''': Cisco does not support changing the hostname on any server once the hostname has been set.

=== Basic Install Steps ===

# Mount the SocialMiner DVD (or ISO file) to the Virtual Machine and set the Virtual Machine to Boot from the SocialMiner DVD. The Install Wizard Appears. Use Tab to navigate between elements, Space to select an element, and Enter to proceed.
# Perform the Media Check when prompted.
# Several informational screens appear, for new installs you can simply select Yes or Continue.
# '''TimeZone Configuration''': use the arrows keys to highlight the correct timezone, then click tab to navigate to the OK button. Press Enter to proceed.
# '''Auto Network Configuration''': Select Yes for automatic configuration of the Ethernet NIC speed and Duplex. Select No to manually make the settings.
# '''MTU Configuration''': Optionally change the MTU size for networking. Click No to Proceed without changing the default. Click Yes to change the MTU setting.
# '''Static Network Configuration''': Provide the Network Information for SocialMiner. A valid host name with matching IP address must be provided. The system confirms that the host name matches the IP address later in the installation process.
# '''DNS Client Client Configuration''': Choose yes to provide DNS Client Settings for SocialMiner. Select Yes, then provide DNS servers and the domain. Select OK.
# '''Administration Login Configuration''': Provide an Administrator ID and Password. This user is for platform (Unified OS) administration.
# '''Certificate Information''': Provide information about your organization. This information is used to generate the security (SSL) certificates for this server.
# '''First Node Configuration''': SocialMiner currently supports only one node. Select Yes for the First Node question.
# '''Network Time Protocol Client Configuration''': You must provide at least one NTP Server. Enter the NTP host address and select OK.
# '''Security Configuration''': Provide a security password. This password is typically used for communication between multiple nodes, however, SocialMiner currently supports only a single node.
# '''SMTP Host Configuration''': Select No for SMTP Host Configuration.
# '''Application User Configuration''': Provide a username and password for the SocialMiner administrator. Additional SocialMiner users can by imported from Active Directory after the SocialMiner install completes.
# '''Platform Configuration Confirmation''': The confirmation screen appears. You can select Back to change settings or OK to complete the installation. Installation can take up to 60 minutes to complete. The server may reboot to complete installation steps.

If you install from an ISO file and see a Virtual Machine message instructing you to ''Disconnect anyway (and override the lock)?'', select '''Yes'''.

After installation, completes a login prompt appears in the server console.

=== Post-install Setup ===

After install is complete, perform the following one-time setup tasks:

* [[SocialMiner#Proxy_Setup | Set up the Proxy]] if your system is installed behind a firewall, so that feeds can access sites in the internet.
* [[SocialMiner#Active_Directory | Configure Active Directory]] so that additional users can log in.
* [[SocialMiner#Setting_up_the_Reporting_User_Account | Set up the Reporting User]] so that reporting tools can access the reporting database.

= Using SocialMiner =
[[Image:SocialMiner_login.png|thumb|500px|right|SocialMiner Sign In Form]]

SocialMiner is accessible by going to the root of the web server:
(where <servername> is the Name or IP address of the server)

<pre>http://<servername>/</pre>

A sign in page appears. The first time you sign in, you must sign in with the application username and password that you created during install. After you sign in, you are presented with the results page. At the top of the page are links for [[SocialMiner#Configuration | Configuration]], [[SocialMiner#Campaign_Results | Results]], and [[SocialMiner#Administration | Administration]].

== Configuration ==

=== Feeds ===
[[Image:FeedConfiguration.jpg|thumb|300px|right|Feed Configuration Gadget]]

A '''Feed''' is a configured source for capturing Social Contacts. SocialMiner supports the following types of Feeds:
* [[#RSS and Authenticated RSS Feed Types | RSS and Authenticated RSS]]
* [[#Facebook Fan Page Feed Type | Facebook Fan Page]]
* [[#Twitter Stream Feed Type | Twitter Stream]]
* [[#Twitter Account Feed Type | Twitter Account]]

Each Feed type has unique settings. Feeds can be configured through the Feed Configuration Gadget or via the REST API. The following sections describe how to set up each Feed type in detail.

'''Note''' on de-duplication:

SocialMiner automatically removes duplicate social contacts using a process called de-duplication. For example, if a user configures several ''overlapping'' feeds that capture the same result, then SocialMiner does not capture the same social contact twice. The de-duplication functionality relies on the unique URL of the post. For example, each Tweet or blog has a unique URL. Before SocialMiner creates a new Social Contact in the datastore, it first verifies that the URL of that Social Contact is not already in the datastore.

==== Proxy Setup ====
[[Image:ProxySettings.jpg|thumb|300px|right|Proxy Settings]]
If your server is behind a firewall, then you may need to enable SocialMiner to use a proxy to reach the internet. Consult your Network Administrator for the proxy name and port. The same proxy is used across all feeds.

The link for proxy settings is available in the bottom-left of the feed gadget.

To configure the proxy, click the Proxy Configuration link, and edit the following field. Click '''Save''' when finished.

* '''Enable Proxy''' (checkbox) - when checked, the feeds are accessed through the provided proxy server.
* '''Hostname''' - The IP address or hostname of the proxy server.
* '''Port''' - The port for the proxy server.
* '''Exclusion Patterns''' - You can add and remove hostname or IP addresses for servers not requiring a proxy.
** To add an exclusion, type the exclusion into the text box and click Add.
** To remove an exclusion, click the red X to the right of the exclusion.
** Wildcards are supported, for example *.cisco.com excludes all servers with a cisco.com hostname and 10.86.* excludes all IP addresses starting with 10.86
* Click Save to save the settings and return to the Feed gadget page.

'''Notes''':
* 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.

==== RSS and Authenticated RSS Feed Types ====

There are many sites that support [http://en.wikipedia.org/wiki/RSS RSS] and therefore this is one of the simplest and most widely available means for SocialMiner to capture Social Contacts.

SocialMiner Supports the following RSS Feed standards:
* [http://validator.w3.org/feed/docs/rss1.html RSS 1.0]
* [http://validator.w3.org/feed/docs/rss2.html RSS 2.0]
* [http://tools.ietf.org/html/rfc4287 ATOM 1.0]

The Authenticated RSS feed type is similar to RSS however it supports [http://en.wikipedia.org/wiki/Basic_access_authentication basic authentication]. This username and password are encrypted and stored in the SocialMiner configuration database.

===== Configuring an RSS or Authenticated RSS Feed =====

* View a [http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/socialminer/socialminer_85/video/toi/FeedConfigurationRSS.mov video] about adding RSS Feeds.
* View a [http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/socialminer/socialminer_85/video/toi/FeedConfiguratedAuthenticatedRSS.mov video] about adding Authenticated RSS Feeds.

To configure a feed, access the Feed gadget, click '''Add''', select RSS or Authenticated RSS feed type, and enter the following fields. Click '''Save''' to save the feed.

* Name
* Description
* URL - this must be a valid RSS Feed
* Username - Username for the feed. Required for Authenticated RSS feed. Not Applicable to RSS Feed.
* Password - Password for the feed. Optional for the Authenticated RSS feed. Not Applicable to RSS Feed.
* Polling Interval - Number of minutes to wait between refreshing this feed.
* Minimum age - The number of hours old for a post before it is included as a result. This allows you to exclude recent posts. Not available for Twitter Stream.

====== Changing the Polling Interval ======

The polling interval controls how often the SocialMiner system requests the feed. A shorter polling interval provides more frequent updates but creates more load on the SocialMiner server and on the sites publishing the feed. Some sites may have recommendations or restrictions on frequent polling and could block an application that polls too frequently.

5 minutes is the default polling interval for feeds.

====== Minimum Age ======

The minimum age setting filters out recent posts. This feature was implemented for forum sites that publish feeds of "unanswered posts". You can configure the "unanswered posts" feed URL in SocialMiner and set a long Minimum Age, for example24 hours, and the system only capture posts that are both unanswered (based on the RSS feed) and older then 24 hours (based on the Minimum Age). This offers a simple way to implement the business strategy of light touch forum moderation.

====== Paging ======

SocialMiner does not support the reading of multiple "pages" from an RSS feed. SocialMiner captures the posts that are presented on the first, or main, page returned by a site. This limitation prevents the system from capturing posts prior to the current page of results, but allows SocialMiner to capture all results going forward as long as the site generates a page or less of results in each interval. Note: some sites allow the URL to specify the number of results on a page in the URL. This allows for some tuning of the polling by setting the number of results to return in the page along with the polling interval to optimize performance of the system and reduce load on the site while ensuring all posts are captured.

==== Facebook Fan Page Feed Type ====
The Facebook Fan Page Feed type captures the all of the wall posts and comments on wall posts that are posted to a Fan Page. You can configure a new Facebook Fan Page type Feed on SocialMiner by clicking "Add" on the Feed Configuration Gadget and choosing the Facebook Fan Page Feed type. Fan Pages are public and therefore no username or password is required to capture the postings on a Facebook Fan Page. This means it's possible to capture postings on Fan Pages operated by a company as well as Fan Pages set up by independent parties or even competitors.

Facebook wall posts and comments are captured by SocialMiner and rendered in a time-sorted stream. This rendering differs from the standard Fan Page layout; but the goal of this layout is to ensure that 100% of the wall posts and comments are noticed by the consumer of the results. Its more difficult to achieve this goal when viewing the wall posts and comments directly on Facebook as they are grouped by wall post instead of time-sorted.

When displayed in SocialMiner, Facebook wall posts and comments are differentiated by the format of the title:

*''Facebook post from [first name] [last name]''

*''Facebook comment from [first name] [last name] for "[post]"''

The URL in the title provides a direct link to the wall post on Facebook. Note: Facebook doesn't anchor comments, therefore the URL for the comment links to the wall posts to which the comment refers instead of directly to the comment.

===== Configuring a Facebook Fan Page Feed =====

SocialMiner expects a clean Fan Page URL. You will notice that Facebook appends certain parameters to a URL depending on how you navigated to the URL. For example, when finding the Cisco Contact Center Fan Page through Facebook search, the following URL:
http://www.facebook.com/#!/CiscoCC?ref=ts is displayed. However the direct URL for the fan page is http://www.facebook.com/CiscoCC. This is what Facebook refers to as the "Vanity URL". This name "CiscoCC" was registered by the administrator of this page. Note: there may be some Fan Pages that have a number instead of a text name (this is uncommon). These are pages that have not yet registered a Vanity URL. In this case, the URL with the number satisfies the requirements of SocialMiner configuration.

View a [http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/socialminer/socialminer_85/video/toi/FeedConfigurationFacebookFanPage.mov video] about configuring s Facebook Fan Page Feed.

To configure a Facebook Fan Page feed, access the Feed gadget, click '''Add''', select Facebook Fan Page feed type, and enter the following fields. Click '''Save''' to save the feed.

* Name
* Description
* URL - this must be a valid Facebook Fan page Note: The URL must start with <tt>http://www.facebook.com</tt>
* Polling Interval - Number of minutes to wait between refreshing this feed.
* Minimum age - The number of hours old for a post before it is included as a result. This allows you to exclude recent posts. Not available for Twitter Stream.
* Reply template - The reply template to be used for replying to social contacts obtained from this feed.

==== Twitter Stream Feed Type ====
'''Important: Only one Twitter Stream per SocialMiner server is supported.''' Your server IP will be blacklisted by Twitter if you configure multiple Twitter Stream feeds. If your IP is blacklisted by Twitter, then you must delete all Twitter Stream feeds and wait approximately 2 hours to remove your IP from the Twitter blacklist. Twitter Stream feed after approximately two hours. If you require multiple Twitter Streams then you must discuss this need with Twitter. Also note that if you have more then one SocialMiner system, and more than one has a Twitter Stream feed going through a single proxy, or you are using some other software system that uses Twitter Streams through that same proxy, then your Proxy will be blacklisted by Twitter.

The Twitter Stream feed type uses the [http://dev.twitter.com/pages/streaming_api Twitter Stream API] or what is sometimes referred to as the "firehose" interface on Twitter to provide near realtime access to Tweets. This interface provides different capabilities then the [http://search.twitter.com/ Search API]. A benefit of this Twitter Stream is the speed and efficiency of capturing greater tweet volume at faster speeds. There is no polling interval since the interface pushes the Tweets to the SocialMiner server. The Twitter Stream API also provides more meta-data associated with the tweets then the Search API. For example, the Twitter Stream API provides the indication that a Tweet is in-reply-too another Tweet (this is not available via RSS).

A downside of the Twitter stream API is that it provides less searching/filtering capability then the search API. The interface supports keyword searching but for example it doesn't support exclusion of keywords. This limited searching capability results in more on-board filtering by the SocialMiner server. Also, the Twitter Stream reply doesn't provide historical results and therefore downtime in the SocialMiner system could result in missed Tweets.

The Twitter Stream API requires authentication. A Twitter account username and password is required to configure this type of feed. '''Note: Twitter only allows one Twitter Stream connection per account'''. If there are unrelated Twitter keyword searches required then you must configure multiple Twitter accounts, since adding unrelated keywords to one stream makes SocialMiner Campaign and Filter configuration difficult.

When Tweets are captured by SocialMiner using the Twitter Stream, the heading in the Social Contact indicates the type of Tweet. For example, the heading indicates if the Social Contact is a "Tweet" or "ReTweet" or if it is "in-reply-too". This type of context is not available when capturing Tweets via RSS.

===== Configuring a Twitter Stream Feed Type =====

View a [http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/socialminer/socialminer_85/video/toi/FeedConfigurationTwitterStream.mov video] about configuring a Twitter Stream Feed.

Access the Feed gadget, click '''Add''', select the Twitter Stream feed type, and enter following fields. Click '''Save''' to save the feed.

* Name
* Description
* Search Keywords - A comma separated listed of search words to search on. Up to 200 keywords can be defined for a total limit of 2000 bytes.
** Each keyword must be between 1-60 bytes.
** At least one keyword must be defined.
** Commas in the keyword search stand for OR. Spaces in the keyword search stand for AND. You cannot search for exact strings. For example, if you enter "Cisco Telepresence" then the social contact returned contains Cisco and Telepresence in them, but not necessarily the phrase Cisco Telepresence.
** Do Not Use a Space after a Comma. If you use a space after a comma then only the first keyword is matched against.
* Username - A valid Twitter username.
* Password - Password for the Twitter username.
* Reply template - The reply template to be used for replying to social contacts obtained from this feed.

==== Twitter Account Feed Type ====

The Twitter Account Feed Type uses the [http://apiwiki.twitter.com/Twitter-API-Documentation Twitter REST API]. This Feed type captures all of the Mentions and Direct Messages for a Twitter account. Twitter Account Feeds include all of the tweets that include "@USERNAME" as well as all of the Direct Messages to the @USERNAME account. This Feed type also captures Tweet type, for example ReTweet, in-reply-too, etc.

The Twitter Account feed is configured using [http://en.wikipedia.org/wiki/OAuth OAuth]. During the feed configuration, SocialMiner redirects the user to Twitter to validate the Twitter account. This provides a security benefit since using OAuth avoids the storage of the user's Twitter account information on the SocialMiner server.

If the user is already logged into Twitter with the same username as specified in the feed configuration, then they are simply prompted to allow access to Twitter for the SocialMiner server. If the user is not logged in (or logged into a different account) then they must sign in to the same account specified in the feed configuration. Credentials are securely passed to Twitter directly instead of going through SocialMiner. Based on their authorization, Twitter provides SocialMiner with a key to enable access to their account. From this point forward, SocialMiner will be able to use/access the Twitter account.

'''Note:''' You cannot create more than one Twitter Account Feed with the same Twitter username on a single SocialMiner server. Only one Twitter Account Feed type per Twitter user per SocialMiner server is allowed.

Note: Twitter provides a list of applications (connections) that have been granted access to a Twitter account. A Twitter user can revoke access at any time. See http://twitter.com/settings/connections.

===== Twitter Account Feed Configuration =====

View a [http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/socialminer/socialminer_85/video/toi/FeedConfigurationTwitterAccount.mov video] about configuring a Twitter Account Feed.

Access the Feed Gadget, click '''Add''', select the Twitter Account feed type, and enter or following fields, then click '''Save''' to save the feed.

* Name
* Description
* Username - A valid Twitter username.
* Password - Password for the Twitter username.
* Polling Interval - Number of minutes to wait between refreshing this feed.
* Reply template - The reply template to be used for replying to social contacts obtained from this feed.

'''Note:''' After clicking Save you are redirected to the twitter authentication service, which allows you to approve the use of this application with your Twitter account. Follow the directions on the screen to authorize this application to access the Twitter account.

=== Campaigns ===

[[Image:CampaignConfiguration.jpg|thumb|300px|right|Campaign Configuration Gadget]]

The purpose of a '''Campaign''' is to group Social Contacts for handling by the social media customer care team. Social Contacts are included in a Campaign by configuring one or more feeds to be part of the Campaign. This is done through the Campaign Configuration gadget. When a feed is configured to be part of a Campaign, all social contacts in that feed are included in the Campaign. As new social contacts arrive on that feed, they are immediately added to the Campaign. Social Contacts cannot be removed from a Campaign, once included they remain in the campaign until they are purged or the Campaign is deleted.

Optionally, Campaigns may also have '''Filters'''. Filters are used to narrow the set of social contacts that are added to the campaign. More information on Filters can be found in the Filter Configuration section of this guide.

View a [http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/socialminer/socialminer_85/video/toi/CampaignConfiguration.mov video] about Campaigns, Campaign usage, and Campaign configuration.

==== Campaign List ====
The Campaign Configuration Gadget defaults to a list of Campaigns. This list is empty for a system with no campaigns. The list shows the name of the campaign, the number of social contacts in the campaign, and description of the campaign, and a RSS feed icon which is a link to the RSS feed ''from'' SocialMiner. The RSS feed allows someone to capture all the social contacts in a campaign using a RSS reader.

This list updates in real time, for example if there are new campaigns added to the system (perhaps by another user) then the new campaigns appear in the list. If there are new social contacts added to a campaign then the Social Contact count increments.

==== Add Campaign ====
You can add campaign by clicking the "Add" button at the bottom of the Campaign Configuration gadget. The gadget displays a list of Feeds "Available" with arrows to move the Feeds into "selected" which includes them in the campaign. At least one Feed should be moved to selected prior to pressing "save" in order to add social contacts to a campaign. Note: once save is pressed, the Social Contacts for the configured feeds are added to the campaign. Once added, Social Contacts cannot be removed from the campaign except via a purge. If a Feed is removed from a campaign, new Social Contacts captured by that feed are no longer added to the campaign but the Social Contacts previously included are not removed. Social Contacts can only be removed from a campaign when they are purged from the system.

'''Note:''' if a Feed is accidentally added to a campaign, and the SC's MUST be immediately removed from that campaign then the only recourse is to delete the entire campaign and recreate it.

A Feed may be added to multiple campaigns but does not duplicate the Social Contacts in the datastore. The Social Contacts for that feed are simply counted in both campaigns.

The Campaign Configuration gadget also allows for assignment of filters to the campaign. Filter functionality is described in the Filters section of this guide.

=== Filters ===

[[Image:FilterConfiguration.jpg|thumb|300px|right|Filter Configuration Gadget]]

The purpose of a Filter is to narrow the set of Social Contacts that appear in a campaign, allowing the social-media customer-care team to focus on the most actionable Social Contacts. As new Social Contacts are captured by SocialMiner and put into Campaigns, the Filter(s) are run to exclude certain Social Contacts.

SocialMiner supports a trainable filtering technology based on a statistical probability model called: [http://en.wikipedia.org/wiki/Bayesian_probability Bayesian]. The SocialMiner Bayesian filters are not pre-programed or "configured with business rules". They are trained by the users who process Social Contacts. When training a Bayesian Filter the user is given the option to "train in" or "train out" each social contact. After a sufficient amount of training, the filter begins to exclude unwanted Social Contacts from a campaign.

Filters can be used to exclude Social Contacts for many different reasons. They can be used to take a broad keyword search and narrow the results down to the posts related to a specific brand. For example, a search for "Flip" could return posts about footwear and gymnastics while the purpose of the campaign may be to capture posts about Flip brand video recorders. A Bayesian Filter can be trained to exclude the Social Contacts about footwear or gymnastics. The training includes the complete text of the post, not just certain keywords and therefore offers much more sophisticated filtering capability then a keyword exclusion approach to filtering. A Filter can be trained to look for Social Contacts with negative sentiment (or positive sentiment), focusing the work of a customer support or marketing team. Filters can also be trained to look for certain languages.

Multiple filters may be applied to one campaign creating opportunities to layer filtering strategies to fine tune results.

To create a filter, use the Filter Configuration Gadget. Create a new filter by clicking add, enter a name, and then save. Your filter will appear in the filter list.

View a [http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/socialminer/socialminer_85/video/toi/TrainingFilterswithSocialMiner.mov video] about training filters.

==== Training a Bayesian Filter ====
[[Image:CampaignResultsTrainingMode.jpg|thumb|450px|right|Campaign Results Gadget in Training Mode]]
Once you create a filter, you must train it. The Filter training is performed through the Campaign Results Gadget. You can train a filter using any campaign. The training does not impact the Campaign unless you configure the filter to apply to that Campaign. Choose a Campaign with some Social Contacts, and from the Campaign Results settings you can select the filter you want to train. When you click save you are in "training mode". The name of the filter you've selected at the top of the Gadget is displayed and a "+" and "-" for each Social Contact appears. By clicking the up arrow you "Train In" the Social Contact indicating that this is the type of contact you would like the Filter to keep in the Campaign. By clicking the down arrow you "Train Out" the Social Contact indicating that this is the type of contact you would like the filter to reject.

Filters are applied to Campaigns in the Campaign Configuration Gadget. You can apply Filters to a Campaign in the same way you add Feeds. Note: Filters are only run against Social Contacts as they enter a campaign. Filters do not run retroactively against Social Contacts that are already in a campaign.

== Campaign Results ==

[[Image:CampaignResults.jpg|thumb|450px|right|Campaign Results Gadget]]

The Campaign Results gadget provides a dynamic user interface for viewing and responding to Social Contacts. The first time the Campaign Results gadget is rendered, the gadget defaults to the settings page. You must select a Campaign and choose "OK". The settings for this gadget are stored in a browser [http://en.wikipedia.org/wiki/HTTP_cookie cookie].

The Campaign Results gadget is dynamic and therefore you may occasionally see a bar appear at the top indicating that there is a one or more new social contacts in the campaign. You can click on this message to refresh the results, or click the refresh icon on the upper-right of the gadget.

You can update the settings for the gadget, including the selection of which campaign you are viewing by clicking on the settings icon on the upper-right of the gadget.

=== Handling Social Contacts ===
When Social Contacts are captured by SocialMiner, they are initially in the "unread" state. From the Campaign Results gadget, the user can change the state of the Social Contacts at any time by pressing the Social Contact state control buttons. [[Image:StateIcons.jpg]]

There are four Social Contact States in SocialMiner.
* Unread (initial state)
* Reserved
* Handled
* Discarded

A Social Contact state can be changed by any user at any time by pressing one of the Social Contact state buttons. The "Reply / Reserve" button changes the Social Contact to the Reserved state. The "Handle" button changes the Social Contact to the Handled state. The "Discard" button changes the Social Contact to the Discarded state. The current state of the Social Contact will appear at the top of the social contact along with the name of the user that set the state (unless the Social Contact is "unread", in which case it will be blank).[[Image:ReservedState.jpg]]

The Social Contact state is universal across the SocialMiner system. For example, if one user reserves a Social Contact, then the Social Contact appears as reserved in the UI of all other users. Note: this is the case even if the Social Contact appears in multiple campaigns.

Depending on the last refresh, it is possible that a user may try to alter the state of a Social Contact that has already been changed by another user. The SocialMiner system prevents this by alerting the user that they must refresh before attempting to change the state of the Social Contact.

[[Image:PleaseRefresh.jpg|center|Social Contact Changed by Another User]]

By changing the settings of the Campaign Results gadget you can show or hide Social Contacts by state. The default setup is to only show all Social Contacts. The selection of which states to show is controlled by Campaign Results gadget settings. These settings are all specific to the user, therefore changes to these settings do not change how others view the campaign.

Note: the hidden Social Contacts are only hidden in the Campaign Results gadget view, they are not deleted or removed from the campaign. If you accidentally Discarded a Social Contact (and it disappears from view) you can easily retrieve it by changing the gadget settings to show Discarded Social Contacts and clicking again on the Discarded button for that Social Contact to toggle it back to Unread.

If you want to review all of the Handled Social Contacts for a Campaign, you can easily do this by selecting a campaign and only the Handled state.

View a [http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/socialminer/socialminer_85/video/toi/HandlingSocialContactswithSocialMiner.mov video] about handling social contacts.

=== Replying to Social Contacts ===
[[Image:CiscoTwitterReply.jpg |thumb|450px|right|Cisco Twitter Reply Template]]

If a Reply Template is configured, and the social contact is from Twitter, then you can reply to the Tweet by clicking the "Reply / Reserve" button on the Social Contact.

Using the default reply template, you can either Direct Message (DM) the author of the Tweet or create an "@" reply that is viewable to everyone on Twitter. Twitter DM's are only supported if the author of the tweet and the Twitter Account being used to send the DM are following each other.

The default reply template lists the Social Contact and provides the following fields to reply:

# Account: Select the Twitter Account from which you are replying. All Twitter Accounts configured on this system appear in the pull-down menu. Once the account is selected SocialMiner checks to see if the account is following the twitter user who posted the original Tweet. If the account is not following, then the '''Follow''' button becomes active. Optionally click the '''Follow''' button to begin following the author of the social contact.
# Select the type of reply, either reply or direct message. A reply is posted to the timeline of the twitter account selected above. A direct message is sent directly to the poster of the tweet.
#: '''Note''': You can only direct message a twitter user if the intended recipient is following the selected Twitter account.
# Enter your reply in the text box. Text input is limited to 140 characters. The current character count is listed at the upper right of the text box.

Click Send to send the Twitter Account reply.

==== Tags ====
When you hover over a Social Contact a text box and a Tag button is displayed. To enter a tag, click the text box, type the tag and hit enter or click the '''Tag''' button. You can enter two tags at once by using a comma. The tags are displayed to all users who view that Social Contact.

'''Note:''' Social Contacts are not duplicated in SocialMiner even when they appear in multiple campaigns. If a user is viewing one campaign and tags a social contact, then the tag appears to users viewing that Social Contact from another Campaign.

SocialMiner also has a suggested tag feature where it suggests the five most common/recently used tags for the selected campaign. These suggestions provide one-click tagging for commonly used tags. The suggestions are specific to the campaign, not the entire SocialMiner system. The suggestions are only updated on a refresh. For example, if you are first viewing a new campaign in the Campaign Results gadget you do not see any suggestions. Enter a few tags, and then click the refresh button. Tags that you entered as suggestions for other social contacts appear, allowing you to tag those social contacts by clicking the suggested tags.

The SocialMiner Campaign Results can be viewed by tag so that the results only display a selected subset of Social Contacts, based on the selected tags. You can click on the gadget settings (as if selecting a different campaign), check the show tags button, and select which tags you would like to see in the results. Click OK and the Campaign Results are narrowed to only show the Social Contacts with the selected tags.

View a [http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/socialminer/socialminer_85/video/toi/UsingSocialMinerTags.mov video] about using tags.

== Administration ==

The administration functions of SocialMiner are divided between two gadgets; System Administration and Reply Templates.

=== System Administration ===
[[Image:CampaignResults.png|thumb|300px|right|System Administration]]

The System Administration gadget provides the following system configuration and serviceability tools:

* Active Directory
* Purge Settings
* Reporting Configuration
* RTMT Download Links
* Platform Administration
* Troubleshooting

Also, the Application Software Version (version of SocialMiner) and Operating System Active Software Version (version of Cisco Unified OS) are listed at the top of the page.

Server status for the three main services; Datastore, Indexer, and are provided under version information. All statuses must be "Running" for proper operation of the system.

==== Active Directory ====

SocialMiner uses Active Directory to manage and administrate 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 be able to access SocialMiner.

The Active Directory connection permits users configured on the AD to access SocialMiner. You can configure the connection to allow all users on the AD to access SocialMiner, or to allow only a group of users access. If there are multiple independent groups and they all require isolated security/permissions then they 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, but some companies may want to restrict who can make posts, and they can implement this approach by configuring SocialMiner to authenticate with a specific role. If SocialMiner is authenticated with a specific Active Directory role, then only those Active Directory users with that role can use SocialMiner.

To configure Active Directory, open the Administration gadget and click Edit. Enter or modify the following fields. Click Save when finished.

* '''Enabled''': (checkbox) When checked, the Active Directory connection is active. If not checked, then only the administrator can log into SocialMiner.
* '''Host''': Provide the Host name or IP address and Port of the Active Directory server.
* '''Port''': Provide the port for Active Directory. The default Active Directory port is 3268. If using SSL the default port is 3269.
* '''Use SSL''': (checkbox). Check to use SSL. Note you must also exchange security certificates with the AD server before SSL can work.
* '''Manager Distinguished Name''': Enter the Manager Distinguished Name used to login to the Active Directory server, for example, on a default installation of Microsoft AD, the name is :''<tt>CN=Administrator, CN=users, DC=MYSERVER, DC=COM</tt>''. Replace MYSERVER and COM with your respective hostname.
* '''Manager Password''': The password for the AD Manager account.
* '''Role Name''': (optional) The Active Directory role or Active Directory group of users who are allowed to access SocialMiner. If this setting is blank or * then all users in Active Directory are allowed access to SocialMiner.

===== Exchanging Security Certificates with AD =====

To enable SSL for the Active Directory 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 Active Directory server:

# Verify that the Active Directory has the Certificate Services service installed.
# Select '''All Programs > Administrative Tools > Certificate Authority'''.
# Expand the domain node and select Issued Certificates.
# Double click the certificate to open it
# Open the Details tab and click Copy to file.
# An Export wizard appears. In the wizard select DER encoded binary.
# Using the wizard to select a location to save the file.
# Click Finish.

On the SocialMiner Server:

# Open the Cisco Unified Operating System Administration page. The link is available from the gadget.
# Select Security > Certificate Management.
# Click Upload Certificate.
# For the Certificate Name, select tomcat-trust.
# In the Upload File field, select the file to upload by clicking Browse... Select the certificate file you saved from the Active Directory server.
# Click Upload File.
# 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 social media customer care representatives are configured in Microsoft Active Directory. As these users sign into SocialMiner, successfully authenticate against Active Directory, and begin to take actions on the system, their actions are associated with their Active Directory User ID.

==== Purge Settings ====
[[Image:SystemAdministrationPurge.jpg|thumb|300px|right|System Administration Purge Settings]]

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

Important! Purge settings take effect as soon as you click save. If any of the criteria are met, such as Emergency purge when disk usage exceeds (%), then the purge starts immediately.

To configure purge settings, click Edit at the bottom of the purge settings tool and edit the following:

'''DataStore Purge Settings:'''

* Purge Social Contacts older than (days): Social contacts older than this number of days are purged. Valid values are 1 - 30.
*: '''Important!:''' SocialMiner will not retrieve Social Contacts older than this setting.
* Emergency purge when disk usage exceeds (%): Begin an emergency purge if disk usage exceeds this value. Valid values are 60 - 90. When an emergency purge executes, Social Contacts older than the days specified above are removed. If disk usage is still above the setting for this field then 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 reporting purge starts.

Click '''Save''' to save your changes.

==== Setting up the Reporting User Account ====
[[Image:SystemAdministrationReporting.jpg|thumb|300px|right|System Administration Reporting Settings]]

The reporting user account provides secure access to the reporting database on SocialMiner through a third party application. This allows you to access the reporting database from your own custom application. Details on the tables in the reporting database are available in the SocialMiner Developer's Guide.

The reporting user's user name is fixed at ''reportinguser'' and cannot be changed.

To set or change the password for the reporting user, enter a new password in each of the password fields and click Save.

==== RTMT Download Links ====

Links are provided to download the Cisco Unified Real Time Monitoring Tool (RTMT). SocialMiner uses the same RTMT as the one used for Cisco Unified Communications Manager.

Details on Installing and Configuring RTMT can be found on the Cisco web site: [http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/service/8_0_1/rtmt/rtinst.html Installing and Configuring Cisco Unified RTMT]

==== Platform Administration ====

Platform Administration provides links to the following interfaces of Cisco Unified OS:
* ''Cisco Unified Operating System Administration''
* ''Cisco Unified Serviceability''
Social Miner uses the same platform administration tools as Cisco Unified Communications Manager. Detailed online help is available in the tools.

==== Troubleshooting ====

The Troubleshooting tool provides links to access the '''Log Directory''' of SocialMiner or to perform a '''System Health Snapshot'''.

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

=== Reply Templates ===

The Reply Templates gadget allows you to configure custom reply-templates to be used with the system. An example of the default reply template is provided on the system at

<pre>http://<servername>/templates/reply/twitter_reply_sample.jsp</pre>

The source code is commented and provides details on the SocialMiner javascript functions required.

Reply templates must conform to the OpenSocial gadget standard. Some tips for converting existing HTML pages into OpenSocial gadgets can be found [http://code.google.com/apis/gadgets/docs/fundamentals.html#Existing here].

After you have created your Reply Template, host it on a webserver that is accessible by SocialMiner and use the Reply Template gadget to provide a name for the Reply Template and its location.

= SocialMiner Reporting =

SocialMiner maintains metrics on social contact volume and agent activities. These metrics are stored in a [http://en.wikipedia.org/wiki/SQL SQL] database for up to 18 months. The reporting database can be accessed using any SQL reporting tool including Cisco Unified Intelligence Center. Access to this database requires configuration of a reporting user in the SocialMiner system administration.

There are two main categories of reports:

* Campaign Reports - These metrics provide an indication of the total posting volume by customers as well as the responsiveness to customers. These are what could be described as "customer facing" metrics.
* Agent Reports - These metrics provide an indication of the agent productivity. These metrics could be used to evaluate agent speed or they could be used to measure total workload as a basis for staffing forecasts.

The Cisco Unified Intelligence Center templates for SocialMiner are available for download here:
http://www.cisco.com/cisco/software/release.html?mdfid=283613136&catid=278875240&softwareid=283733464

'''Note''': For Cisco Unified Intelligence Center releases prior to 8.0(3), you must extract the templates from the zip file before importing them into Unified Intelligence Center. For release 8.0(3) and later, you can import the zip file directly and Unified Intelligence Center extracts all the templates it finds inside the zip file.

. The following screen captures are examples of the Cisco Unified Intelligence Center Reports daily reports:

[[Image:SocialMiner_Campaign_Daily_Report.jpg|800px|center|SocialMiner Campaign Daily Report]]

* ASR - Average Speed of Reserved. For the Social Contacts that were Reserved, this is the average time between capture by SocialMiner and the time they are marked as reserved. This provides an indication of how much time passes before someone first views the customer's post.
* ASA - Average Speed of Answer. For the Social Contacts that were Handled, this is the average time between capture by SocialMiner and the time they are marked handled. This provides an indication of how of how much time passes before the customer gets a response.
* ASD - Average Speed of Discard. For the Social Contacts that were Discarded, this is the average time between capture by SocialMiner and the they are marked discarded. This provides an indication of how much time passes before someone chooses to discard the customer's post. Note: "Discard" doesn't necessarily mean the post is disregarded. The distinction between "Discard" and "Handled" depends on how the agents are using SocialMiner. For example, they might mark posts that are read as "discarded" and posts that are responded too as "handled". In this case, discarded means that they were "read".

[[Image:SocialMiner_Agent_Daily_Report.jpg|800px|center|SocialMiner Agent Daily Report]]

The complete SocialMiner reporting database schema is documented in the [http://developer.cisco.com/web/socialminer SocialMiner Developer Guide]

* AHT - Average Handle Time. For Social Contacts that were handled by this agent, this is the average time between Reserved and Handled. This provides and indication of how much time it takes this agent to respond to a social contact.
* ADT - Average Discarded Time. For Social Contacts that were discarded by this agent, this is the average time between Reserved and Discarded. This provides an indication of how much time it takes this agent to discard a social contact.
* ACT - Average Completed Time. For Social Contacts that were Handled or Discarded, this is the average time between capture by SocialMiner and the first time they were marked Handled or Discarded. This provides an indication of how of how much time it takes for this agent to complete work for a social contact.

== Configuring the SQL Connection to the SocialMiner Reporting Database ==

Connection to the SocialMiner Informix reporting database can be made through JDBC using the following format:

<tt>jdbc:informix-sqli://<hostname>:<port>/<databasename>:INFORMIXSERVER=<informixserver>;user=<informixuser>;password=<informixpassword>;</tt>

* The reporting database <port> is 1526.
* The <databasename> is "mmca_data".
* The <informixserver> name is based on the hostname of the server with <tt>_mmca</tt> append to the end of the hostname. Additional, any dashes ("-") in the hostname are replace by underscores ("_").
* The UTF-8 Charset is required to get Cisco Unified Intelligence Center (CUIC) able to connect.
* The content of INFORMIXSERVER is the instance name.

For example, if your server's hostname is my-server.mycompany.com, then the INFORMIXSERVER name is <tt>my_server_mmca</tt>. The complete JDBC URL would be:

<tt>jdbc:informix-sqli://my-server.mycompany.com:1526/mmca_data:INFORMIXSERVER=my_server_mmca;user=reportinguser;password=<informixpassword>;</tt>

Note that when authenticating, the informix username is always <tt>reportinguser</tt> and the informix password is the password you created in the Administration Gadget.

= System Backup and Restoration =

System backup and restore is done by backing up the entire virtual machine.

== Backup ==

# Using VMware vSpehere client, open view into the server hosting the SocialMiner Virtual Machine (VM).
# Map a drive on your local system to the location where the backups are stored.
# Shutdown the SocialMiner VM you want to backup:
## Click on the console tab.
## Login to the SocialMiner server.
## Type <tt>utils system shutdown</tt> to shutdown the server.
## Type <tt>yes</tt> when the system asks for verification of shutdown.
# In vSphere, open the datastore view:
## Click on the host.
## Click on the summary tab.
## Under resources, right-click on the datastore and select "Browse Datastore.
## Select the folder that contains the SocialMiner VM that you want to backup.
## Click the '''Download a file to your local machine''' button.
## Select the mapped network drive that you created earlier.
## Click '''Ok'''.
## Click '''Yes'''.
# Copying the VM can take up to 5 hours. After the copy finishes, start up the SocialMiner VM.

= Design Guidance =

== Hardware and Software Specifications ==

SocialMiner 8.5(1) requires the following UCS server model:

<table border="1" cellspacing="0" cellpadding="5">
<tr><th>UCS Model</th><th>SKU</th></tr>
<tr><td>C210-M2</td><td>UCS-C210M2-VCD2</td></tr>
</table>

=== VMWare Open Virtual Format (OVF) ===

The SocialMiner system supports one standard [http://www.vmware.com/appliances/getting-started/learn/ovf.html OVF] Appliance. The system requires ESXi version 4.0 Update 1.

The downloadable OVF Templates has hardware configuration for the SocialMiner VM's. This is the only configuration supported. Please use SocialMiner OVF Appliance to install SocialMiner.

The SocialMiner OVA can be downloaded here:
http://www.cisco.com/cisco/software/release.html?mdfid=283613136&catid=278875240&softwareid=283733464

=== SocialMiner Virtual Machine Hardware Configuration ===
The OVF includes the following settings:
* 4 vCPU
* 12 GB RAM
* 1 vNIC with static MAC address
* 2 vDisks:
** vDisk 1 = 146 GB Operating system, SocialMiner application binaries, Reporting database
** vDisk 2 = 256 GB Data store, Index store, ActiveMQ store, Unified OS logs and SocialMiner logs

=== Creating the SocialMiner Virtual Machine ===

Perform the following steps in vSphere client to deploy the Virtual machines:

# Highlight the host or cluster to which you wish the VM to be deployed.
# Select '''File > Deploy OVF Template'''.
# Click the '''Deploy from File''' radio button and specify the name and location of the file you downloaded in the previous section OR click the '''Deploy from URL''' radio button and specify the complete URL in the field, then click Next.
# Enter the name of the VM machine that you are creating and the location where it will be created
# Choose the type of deployment (Production or Lab)
# Choose the datastore on which you would like the VM to reside - be sure there is sufficient free space to accommodate the new VM, then click '''Next'''.
# Verify the deployment settings, then click '''Finish'''.
# Update boot order as per instructions below
# Insert SocialMiner disk and follow SocialMiner installation guide.

=== Changing the Boot Order of the Virtual Machine ===

You must change the boot order of the Virtual Machine so that the system boots off the CD/DVD drive for the install.

To change the boot order of the Virtual Machine:

# In VMware vSphere Client, power off the virtual machine onto which you deployed the OVA template.
# In the left pane of vSphere Client, right-click the name of the virtual machine, and select '''Edit Settings'''.
# In the Virtual Machine Properties dialog box, select the Options tab.
# In the Settings column, under Advanced, select '''Boot Options'''.
# Under Force BIOS Setup, check the '''The Next Time the Virtual Machine Boots, Force Entry into the BIOS Setup Screen''' check box.
# Click '''OK''' to close the Virtual Machine Properties dialog box.
# Power on the virtual machine (The virtual machine boots into the BIOS menu)
# Navigate to the Boot menu and change the boot device order so the CD-ROM device is listed first and the Hard Drive device is listed second.
# Save the change and exit BIOS setup.

== Deployment Models ==
Version 8.5 of SocialMiner has a single-server all-in-one deployment model. The server may be deployed inside our outside the corporate firewall in "intranet" and "Internet" deployment models.

The intranet deployment model provides the additional security of the corporate network firewalls to reduce risk of an external party accessing the system. This deployment model is required if SocialMiner must access internal sites, for example an internal forum site. The downside of the intranet deployment model is that SocialMiner system cannot be accessed by partners lacking VPN access. It is common for some PR functions to be externally managed by an agency and therefore offering easy access (no VPN) to the SocialMiner system may be very useful. Also, the intranet deployment model does not allow rendering of SocialMiner OpenSocial Gadgets in a public Internet containers such as iGoogle. The intranet deployment model may complicate proxy configuration, however it likely simplifies directory integration.

The Internet deployment model puts SocialMiner outside the corporate firewall. This deployment model relies on the built-in security capabilities of the SocialMiner appliance. This may be acceptable from a security perspective depending on the system use and corporate policies. For example, in some applications the SocialMiner system handles 100% public postings and therefore there is no disclosure risk associated with a compromised SocialMiner system. The Internet deployment model may complicate directory integration.

== Ports ==
'''Port 443''' is used for a secure connection between the SocialMiner user interface and your browser.

'''Port 80''' is used by SocialMiner for communication with Twitter and Facebook APIs.

Your firewall configuration may need to be modified to open these ports for SocialMiner.

== Sizing ==

The following table details the sizing limits for a single SocialMiner system.
<table border="1" cellspacing="0" cellpadding="5">
<tr><td>Concurrent Admin Users Signed In</td><td>5 </td></tr>
<tr><td>Concurrent Agents Signed In </td><td>30 </td></tr>
<tr><td>Total Feeds </td><td>100 </td></tr>
<tr><td>Total Campaigns </td><td>50 </td></tr>
<tr><td>Incoming Rate of Social Contacts (total per hour)</td><td>10,000 </td></tr>
</table>

== Users and Security ==

=== SocialMiner User Accounts and Security ===
SocialMiner is designed to minimize the storage of username/passwords to reduce the security risk of a compromised system. There is an administration account for the system setup, but all SocialMiner user access is controlled through Active Directory (AD) authentication. There are no SocialMiner user passwords stored on the SocialMiner System.

Users do not need to be manually set up on SocialMiner in order to access the system. Any user that is authenticated via the Active Directory set-up can use the system. If there is need to limit who can use system then an AD group can be set up in AD and the SocialMiner system can be configured to only allow access from that group.

AD authenticated users have access to all functions on the system, although gadgets access could be blocked by blocking certain URLs.

=== Twitter Accounts and Security ===
Access to Twitter for the Twitter Account feed type is done via OAuth. When a "Twitter Account" Feed is created the user is prompted to authenticate with Twitter. The authentication token is stored by SocialMiner granting access to secured information from Twitter such as Direct Messages. This authentication also enables sending and replying to Twitter Direct Messages (DMs) from the account by using the Reply feature of the Campaign Results gadget.

'''Note''': All SocialMiner users are entitled to use Twitter accounts configured in the Twitter Account feed to read and respond to Direct Messages in that account. They are not required to enter the account password. This supports environments where the social-media care agents are not entitled to know the Twitter account password. Their ability to use SocialMiner is controlled via Active Directory and their ability to invoke post or perform actions on Twitter is controlled by SocialMiner. SocialMiner also tracks which SocialMiner User (AD account) makes each post; therefore it is possible for the enterprise to track which employee posted a tweet when sharing a Twitter account amongst a team.

Twitter Stream feed type passwords are encrypted when stored in the SocialMiner configuration database and are also encrypted when sent to Twitter.

== Advanced UI options ==
The SocialMiner user interfaces are designed to be embedded in other web application user interfaces.

=== Quad ===

You can add a SocialMiner gadget to Quad using the "Add Application" button on Quad. You can find the specific URL of the SocialMiner gadget by using "view source" on your browser while looking at the gadgets on SocialMiner.

=== iGoogle ===
If the SocialMiner system is deployed in the Internet deployment model, you can add a SocialMiner gadget to iGoogle using the "Add Stuff" button on iGoogle.

You can find the specific URL of the SocialMiner gadget by using "view source" on your browser while looking at the gadgets on SocialMiner.

=== iframes ===

If your web site or application doesn't support OpenSocial, then you can add SocialMiner to a web page by using an iFrame. With this technic you can make a frame sized to show one of the SocialMiner web pages (most likely the campaign results gadget).

== Troubleshooting ==
=== Troubleshooting RSS Feed ===
'''Verify the RSS feed in a browser or RSS reader '''

Paste the RSS URL into a web browser such Firefox and the RSS feed displays in the browser, or a RSS reader application opens (this depends on the configuration of your computer). If you cannot get the RSS feed to render in a browser or RSS reader then you should contact the site administrator.

====Authentication====

If you feed renders in the browser but does not work in SocialMiner it is possible that you have saved the authentication in your browser. The browser may be automatically re-using your previously saved password and this may not be entirely obvious from a user perspective. If your feed is authenticated, then you must use the "Authenticated RSS" Feed Type. Note: A Feed Type cannot be changed once a feed is created, therefore you must delete the old feed and add a new feed if you want to change a RSS Feed to an Authenticated RSS Feed.

====Network Topology====
If you feed renders in the browser but does not work in SocialMiner, it is possible that you have a network topology issue. For example, if your SocialMiner system is outside the corporate firewall it may not be able to access a intranet site even though the site renders in your browser. See design guidance, deployment models.

====Unsupported version of RSS and Invalid Feeds====

If SocialMiner returns an error that the version of RSS is unsupported, verify that the feed is one of the supported types. You can verify the RSS feed using a feed validator such as the [http://validator.w3.org/feed/ W3C Feed Validation Service]

If the site is not providing a valid Feed or is providing a version of RSS that is not supported by SocialMiner, you may be able to use a service such as [http://feedburner.google.com/fb/a/myfeeds Feed Burner] to read the invalid feed and publish a reformatted/supported feed. Another feed manipulation service you may try is [http://pipes.yahoo.com/pipes/ Yahoo Pipes]

=== Troubleshooting a Authenticated RSS Feed ===
'''Password Change'''

If an authenticated RSS feed stops working (It had been working for some time but is no longer pulling in Social Contacts), then one likely cause is the user reset their password.

=== Troubleshooting Facebook Fan Page Feed Type===
'''Verify the Fan Page URL'''
SocialMiner uses the [http://developers.facebook.com/docs/api Facebook Graph API]. You can test a URL by replacing the www with the word graph. For example:
http://graph.facebook.com/CiscoCC

= Developer Information =

Developer information, including the SocialMiner API documentation and a discussion forum, is available on the Cisco developer site: http://developer.cisco.com/web/socialminer

= Notes =

* Twitter is a registered trademark of Twitter, Inc.
* Facebook is a registered trademark of Facebook, Inc.
* iGoogle is a trademark of Google, Inc.
* VMWare is a registered trademark of VMware, Inc.
* Informix is a registered trademark of International Business Machines Corp.

''THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.''

''THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.''

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''NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED "AS IS" WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE.''

''IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA
ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.''

''Cisco and the Cisco Logo are trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and other countries. A listing of Cisco's trademarks can be found at http://www.cisco.com/go/trademarks . Third party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1005R)''

''Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental. ''

''Copyright 2010 Cisco Systems, Inc. All rights reserved.''

[[Category:Cisco SocialMiner]]

Print Cisco SocialMiner 8.5 Troubleshooting Tips

2013-03-13T16:38:26Z

Linichol: /* Create PDF for Cisco SocialMiner 8.5 Troubleshooting Tips */

=== Create PDF for Cisco SocialMiner 8.5 Troubleshooting Tips ===

# Edit the list of topics to convert into a PDF in the text box below.
# Click '''Create PDF''' (at the bottom of the page) to generate the PDF.

{{Template:PDF_Print_Form|ROWS=45|DEFAULT_FILENAME=csm85ts.pdf|BUTTON_LABEL=Create PDF|DEFAULT_TEXT=Troubleshooting Tips for Cisco SocialMiner 8.5
SocialMiner Administration - Unable to login after hostname change
SocialMiner APIs - Duplicate fields in Payload
SocialMiner APIs - Incorrect Parameter Data Types Result in Errors
SocialMiner User Interface - Clear Cache and Cookies to Troubleshoot Unexpected Results
SocialMiner User Interface - Common Errors
SocialMiner User Interface - Duplicate Twitter Social Contacts Display in Campaign
SocialMiner User Interface - Errors for Twitter Reply Template
SocialMiner User Interface - Errors for Social Contacts from Twitter
SocialMiner User Interface - Sluggish Performance or Timeouts
SocialMiner User Interface - Twitter Feed Disabled
SocialMiner User Interface - XMPP shows Error Icon
SocialMiner Feeds - Error on Twitter Authorization
SocialMiner Feeds - Errors saving Groovy scripts
SocialMiner Feeds - Invalid Feeds
SocialMiner Feeds - Network Issues
SocialMiner Feeds - Troubleshooting Authenticated Feeds
SocialMiner Feeds - Troubleshooting Twitter RSS Feeds
SocialMiner Feeds - Verifying RSS Feeds
SocialMiner Chat - Bad Request error on failed connection
SocialMiner Chat - Error connecting to server
SocialMiner Chat - Connection times out
SocialMiner Chat - Message delivery failure
SocialMiner Chat - Agent encounters error when connecting to server
SocialMiner Chat - Agent encounters error when attempting to reply to a Chat contact
SocialMiner Chat - Agent unable to close Chat interface
SocialMiner Chat - Agent needs to return to Chat UI
SocialMiner Installation - Browser Errors after Upgrade
SocialMiner Installation - NTP Server is not recognized
SocialMiner Installation - Reboot Hangs
SocialMiner Installation - Two SocialMiner Applications on one Server, Setting CPU Reservation
}}

Troubleshooting Tips for Cisco SocialMiner 8.5

2013-03-13T16:33:28Z

Linichol: /* Cisco SocialMiner Administration */

'''Back:''' [[Troubleshooting Cisco SocialMiner]]

'''Additional Troubleshooting Information''': [[Additional troubleshooting information for Cisco SocialMiner 8.5]]

'''Add tip:''' [[Create Contact Center Troubleshooting Tips]]

'''Print PDF:''' [[Print Cisco SocialMiner 8.5 Troubleshooting Tips]]

----

The following tips were added by Cisco Documentation:

== Cisco SocialMiner Administration ==

* [[SocialMiner Administration - Unable to login after hostname change]]

== Cisco SocialMiner APIs ==
* [[SocialMiner APIs - Duplicate fields in Payload]]
* [[SocialMiner APIs - Incorrect Parameter Data Types Result in Errors]]

== Cisco SocialMiner User Interface ==

*[[SocialMiner User Interface - Clear Cache and Cookies to Troubleshoot Unexpected Results]]
*[[SocialMiner User Interface - Common Errors]]
*[[SocialMiner User Interface - Duplicate Twitter Social Contacts Display in Campaign]]
*[[SocialMiner User Interface - Errors for Twitter Reply Template]]
*[[SocialMiner User Interface - Errors for Social Contacts from Twitter]]
*[[SocialMiner User Interface - Sluggish Performance or Timeouts]]
*[[SocialMiner User Interface - Twitter Feed Disabled]]
*[[SocialMiner User Interface - XMPP shows Error Icon]]

== Cisco SocialMiner Feed Troubleshooting ==

* [[SocialMiner Feeds - Error on Twitter Authorization]]
* [[SocialMiner Feeds - Errors saving Groovy scripts]]
* [[SocialMiner Feeds - Invalid Feeds]]
* [[SocialMiner Feeds - Network Issues]]
* [[SocialMiner Feeds - Troubleshooting Authenticated Feeds]]
* [[SocialMiner Feeds - Troubleshooting Twitter RSS Feeds]]
* [[SocialMiner Feeds - Verifying RSS Feeds]]

== Cisco SocialMiner Installation ==

* [[SocialMiner Installation - Browser Errors after Upgrade]]
* [[SocialMiner Installation - NTP Server is not recognized]]
* [[SocialMiner Installation - Reboot Hangs]]
* [[SocialMiner Installation - Two SocialMiner Applications on one Server, Setting CPU Reservation ]]

== Cisco SocialMiner Serviceability==

SocialMiner Release 9.0(1)

2013-03-13T16:30:29Z

Linichol: /* Installing SocialMiner 9.0(1) */

== CONTENTS ==

[[#Introduction|Introduction]]

[[#What.27s_New_in_Release_9.0(1)|What's New in SocialMiner Release 9.0(1)]]

[[#Installing_or_Upgrading_to_SocialMiner_Release_9.0(1)|Installing or Upgrading to SocialMiner Release 9.0(1)]]

[[#Sign_In_to_SocialMiner|Sign In to SocialMiner]]

[[#The_Home_Tab|Home Tab and Settings]]

[[#Feeds|Feeds]]

[[#Campaigns|Campaigns]]

[[#Filters|Filters]]

[[#System_Administration|System Administration]]

[[#Notifications|Notifications]]

[[#Reply_Templates|Reply Templates]]

[[#Customer_Chat|Customer Chat]]

[[#SocialMiner_Reporting|SocialMiner Reporting]]

[[#Downloading_and_Installing_Language_Packs|Downloading and Installing Language Packs]]

[[#System_Backup_and_Restore|System Backup and Restore]]

[[#Design_Guidance|Design Guidance]]

[[#Developer_Information|Developer Information]]

[[#Copyright_Notes|Copyright Notes]]

__NOTOC__

= Introduction =

Cisco SocialMiner is a customer-care system that provides capture, filtering, workflow, queuing, and reporting for social media engagement teams. Internet postings captured by SocialMiner are referred to as Social Contacts. SocialMiner stores the social contacts and groups them into user-defined Campaigns. Each Campaign obtains social contacts from one or more Feeds. SocialMiner presents the social contacts to social media customer care personnel who can search, review, categorize, and respond to the postings. SocialMiner also produces reporting metrics on the handling of the social contacts.

SocialMiner has one default user, called the SocialMiner Administrator. The SocialMiner Administrator is the Application User who is configured during installation. The credentials for that user allow initial access to SocialMiner. Certain SocialMiner functions are available only to the SocialMiner Administrator — including access to [[#Active_Directory|Active Directory]] on the Administation tab, where the SocialMiner Administrator can set up other users.

[[#CONTENTS|'''Back to Contents''']]

== Technology and Packaging ==

SocialMiner is a server software application that is packaged as a software appliance. The appliance runs as one VMware® virtual machine containing all of the following components:

*Cisco Unified Communications Operating System (Unified OS), an operating system based on Redhat Linux.
*Informix® embedded database. This database contains the SocialMiner Configuration and the SocialMiner reporting data.
*[http://cassandra.apache.org/ Cassandra datastore]. This datastore contains the social contacts.
*[http://lucene.apache.org/solr/ Solr indexer]. This indexer contains social contact search data.
*Cisco SocialMiner runtime software
*OpenFire server for XMPP BOSH eventing

Setup and administration are done through a browser-based interface that uses [http://en.wikipedia.org/wiki/OpenSocial OpenSocial Gadgets]. SocialMiner is installed with the [http://shindig.apache.org Shindig gadget container] to render the gadgets. SocialMiner gadgets can also be rendered in [[#Advanced_UI_Options|other standard OpenSocial containers]]. All system features and setup can be performed by [http://en.wikipedia.org/wiki/Representational_State_Transfer REST APIs.]

SocialMiner supports integration with most user-generated content sites using standard [http://en.wikipedia.org/wiki/RSS RSS]. SocialMiner also supports direct integrations to [http://www.twitter.com Twitter®] and [http://www.facebook.com Facebook®]. Setup and configuration of SocialMiner to monitor Twitter and Facebook require good working knowledge of those sites. For background information on these sites, review the following Mashable resources:

[http://mashable.com/guidebook/twitter/ The Twitter Guide Book]

[http://mashable.com/guidebook/facebook/ The Facebook Guide Book]

[[#CONTENTS|'''Back to Contents''']]

= What's New in Release 9.0(1) =

Cisco SocialMiner Release 9.0(1) includes these new features and enhancements:

'''Cisco Options Package'''


'''New'''

A third Cisco Options Package file is available that introduces a new feed type for the Twitter Search functionality which enables users to continue searching for specific Tweet threads. This change was prompted because Twitter no longer provides search results in the form of an RSS feed.  This third COP file is cumulative and includes the fixes addressed in the previous 2 COP files for release 9.0(1)


'''UCCX integration'''

SocialMiner release 9.0 is now integrated with the Unified Contact Center Express (UCCX) solution for single session chat.

'''Deployment size options'''

SocialMiner can be configured in two deployment profiles: small (30 social media users and 120 chats) and large (60 social media users and 400 chats).

'''Live Chat'''

The SocialMiner Chat interface now supports low-vision accessibility through JAWS. This feature is enabled and disabled using the ctrl+shift+s keyboard shortcut for customer chat sessions and through a checkbox on the agent settings page for agents.

Once enabled, incoming chat messages and other events are automatically highlighted briefly and can then be announced by JAWS.

Users can now change the font size in their chat interface; keyboard functions allow all users to increase (ctrl+shift+]) or decrease (ctrl+shift+[ ) font sizes in chat.

The keystroke combination ctrl+shift+E ends the chat and closes the agent chat interface.

Chat timeout settings are adjustable.

'''Social Media Features'''

Users can search to find social contacts by author, by status, within a certain date range, or containing specific words.

Agents have the capability to save drafts of social contact replies (for Facebook and Twitter) and have them reviewed before they are released.

A disk usage meter has been added to help monitor disk capacity.

Status change reason codes have been added. When a user hovers over the status indicator of a social contact, a tool tip appears telling them the reason that the social contact is in its current state.

= Installing or Upgrading to SocialMiner Release 9.0(1) =

 Users can install SocialMiner Release 9.0(1) directly or they can upgrade to Release 9.0(1) from release 8.5(5).

[[#Installing_Social_Miner|Installing SocialMiner 9.0(1)]]

Before upgrading to release 9.0(1), users must perform a [[#System_Backup_and_Restoration|DRS backup]] to ensure that they can revert to release 8.5(5) if necessary.

[[#Upgrading_using_Cisco_Unified_Operating_System_Administration|Upgrading using Cisco Unified Operating System Administration]]

[[#Upgrading_using_the_CLI|Upgrading using the CLI]]

[[#Installing_Cisco_Options_Package_Files|Installing Cisco Options Package Files]]

== Installing SocialMiner 9.0(1) ==

SocialMiner is installed as an appliance using the Cisco Unified Communications Operating System (Unified OS). The operating system and SocialMiner application are installed together using a similar installation process as other Unified OS products such as Cisco Unified Communications Manager and Cisco Unified Intelligence Center.

SocialMiner operates on a VMware Virtual Machine on hardware that is running a VMware Host Server. SocialMiner currently supports installation of only a single node.

'''Note''': Cisco does not support changing the hostname on any server once the hostname has been set.

=== Basic Installation Steps ===

1. Create a VM using an OVF template (when deploying the template, select either a large or a small deployment from the drop-down list) by following the instructions in Design Guidance (the OVA is number 1.2 under Latest Releases and is located in folder 9.0(1)). Additional information for using the OVF template can be found at VMWare Hub.

2. Mount the SocialMiner DVD (or ISO file) to the Virtual Machine and set the Virtual Machine to Boot from the SocialMiner DVD. The Install Wizard opens. Use Tab to navigate between elements and then tap the Space bar or Enter key to select the element and proceed.

3. Perform the Media Check when prompted.

4. Several informational windows open. Select Yes or Continue.

5. Use the arrow keys to highlight the correct timezone, and then tab to navigate to the OK button. Press Enter to proceed.

6. Provide the network information for SocialMiner. A valid host name with matching IP address must be provided. The system confirms that the host name matches the IP address later in the installation process.

7. Select yes to provide DNS Client Settings for SocialMiner. Provide DNS servers and the domain. Select OK.

8. Provide an Administrator ID and Password. This user is for platform (Unified OS) administration.

9. Provide information about your organization. This information generates the security (SSL) certificates for this server.

10. You must provide at least one NTP Server. Enter the NTP host address and select OK.

11. Provide a security password. This password is typically used to communicate between multiple nodes; however, SocialMiner currently supports only a single node.

12. Provide a username and password for the SocialMiner administrator. Additional SocialMiner users can be imported from Active Directory after the SocialMiner install finishes.

13. The confirmation window opens. You can select Back to change settings or OK to complete the installation. Installation can take up to 60 minutes. The server may reboot to complete the installation steps.
If you install from an ISO file and see a Virtual Machine message instructing you to Disconnect anyway (and override the lock)?, select Yes.

After installation finishes, a login prompt appears in the server console.

=== Post-installation Setup ===

After the installation is finished, perform the following one-time setup tasks:

1. If your system is installed behind a firewall, set up a proxy so that feeds can access sites on the Internet.

2. Configure Active Directory so that additional users can log in.

3. Set up the Reporting User so that reporting tools can access the reporting database.

== Upgrading using Cisco Unified Operating System Administration ==

You can upgrade using the Software Upgrades tool in Unified Operating System Administration. You can also upgrade using the [[#Upgrading_using_the_Command_Line_Interface|Command Line Interface CLI]].

Before upgrading to release 9.0(1), users must perform a [[#System_Backup_and_Restoration|DRS backup]] to ensure that they can revert to release 8.5(5) if necessary.

The upgrade can run unattended and may take over an hour.

Open Cisco Unified Operating System Administration from the Administration tab > Platform Administration. You can also use this URL
<pre>http://<servername>/cmplatform</pre>
where ''servername'' is the Hostname or IP address of your SocialMiner server.

#Select '''Software Upgrade > Install/Upgrade'''.
#On the Software Installation/Upgrade dialog box, if you burned the files to CD/DVD:
##Source = DVD/CD.
##Directory = the directory for DVD/CD. Use forward slashes. For example, if the upgrade file is located on the root directory of a CD that is on Drive D, type /D.
##Server = leave blank.
##User Name = leave blank.
##Password = leave blank.
#On the Software Installation/Upgrade dialog box, if the upgrade files are on a remote file server:
##Source = Remote Filesystem.
##Directory = the path to the files. Use forward slashes. For example, /SocialMiner/Installation.
##Server = the IP address of the remote server.
##User Name = the user name to access the remote server.
##Password = the password to access the remote server.
#Click '''Next'''.
#Choose the iso file from the Software Location field.
#Click '''Next'''.
#At the Software Installation/Upgrade screen, select '''Reboot to Upgraded Partition'''.
#Click '''Next'''.

You see a series of messages as the upgrade installation proceeds.

When the upgrade is complete; verify that the system restarts, the correct version is active, and the server status on the System Administration tab shows green checkboxes.

Turn off CSA by performing [[#Turn_CSA_off|these]] steps.

As a best practice, [http://docwiki.cisco.com/wiki/SocialMiner_User_Interface_-_Clear_Cache_and_Cookies_to_Troubleshoot_Unexpected_Results clear the cache and cookies] after the upgrade.

[[#CONTENTS|'''Back to Contents''']]

== Upgrading using the CLI ==

Before upgrading to release 9.0(1), users must perform a [[#System_Backup_and_Restoration|DRS backup]] to ensure that they can revert to release 8.5(5) if necessary.

#Download the 9.0(1) SocialMiner release from Cisco.com and place the file on an FTP or SFTP server. You can also burn the ISO file to DVD.
#Using SSH, log in to your SocialMiner system with the platform administration account.
#Using the CLI, run the command <tt>utils system upgrade initiate</tt>.
#Follow the instructions provided by the <tt>utils system upgrade initiate</tt> command.

An ''example'' of executing the command follows. Note that file names change with each release.

<pre>admin:utils system upgrade initiate

Warning: Do not close this window without first canceling the upgrade.

Source:

1) Remote Filesystem via SFTP
2) Remote Filesystem via FTP
3) Local DVD/CD
q) quit

Please select an option (1 - 3 or "q" ): 2
Directory [q]: /FTP/PATH/TO/UPGRADE/IOS
Server [q]: FTP_HOSTNAME
User Name [q]: FTP_USERNAME
Password: ********
Checking for valid upgrades. Please wait...

Available options and upgrades in "/FTP/PATH/TO/UPGRADE/IOS":

1) UCSInstall_CCP_8_5_1_UCOS_8.5.4.10000-XX.sgn.iso
q) quit

Please select an option (1 - 1 or "q" ): 1
Accessing the file. Please wait...
Downloaded XXXX MB.
Checksumming the file...
Downloaded XXXX MB.
A system reboot is required when the upgrade process completes or is canceled.
This will ensure services affected by the upgrade process are functioning properly.

Downloaded: UCSInstall_CCP_8_5_1_UCOS_8.5.4.10000-X.sgn.iso
File version: 8.5.4.10000-X
File checksum: CHECKSUM

Automatically switch versions if the upgrade is successful (yes/no): yes

Start installation (yes/no): yes
The upgrade log is install_log_2011-03-10.09.52.58.log
Upgrading the system. Please wait...
06/10/2011 09:53:00 file_list.sh|Starting file_list.sh|<LVL::Info>
...
[Many lines of upgrade scripts running]
...
06/10/2011 11:41:31 upgrade_install.sh|Upgrade Complete -- (0)|<LVL::Info>

Successfully installed UCSInstall_CCP_8_5_1_UCOS_8.5.4.10000-XX.sgn.iso

The system upgrade was successful. A switch version request has been submitted.
</pre>
This can take a long time depending on the platform and database size. Continue to monitor the switchover process from the Unified Communications OS Platform [[#Command_Line_Interface|Command Line Interface (CLI).]]

The system reboots after the upgrade.

Verify that the system restarts, the correct version is active, and the server status on the System Administration tab shows green checkboxes.

== Installing Cisco Options Package Files ==

The Cisco Options Package (COP) file provides a generic method to deploy Cisco software outside the normal upgrade process. Some examples of when you use a COP file are to installnew locales, patch fixes, and virtualization tools. You must first download and save the COP file before installing and applying it.

COP files can generally be installed on an active, running system in a shorter time frame than an upgrade file. Unlike upgrades, COP files cannot be removed or rolled back.

Use these instructions to install COP files:

1. Download the SocialMiner COP file from the Cisco Software site http://www.cisco.com/cisco/software/type.html?mdfid=283613136&catid=null to a local source or an SFTP server that can be accessed by the Cisco SocialMiner server.

2. Install the file using the [[#Upgrading_using_the_CLI|CLI upgrade procedure]]. (Remember to replace the upgrade filename with the COP filename).

3. Reboot the server.

Note: If the ReadMe file for a specific COP file contradicts these general guidelines, follow the instructions provided with the file.

== Turn CSA off ==

#Access the CLI directly by signing in using the Administrator credentials.
#Enter the command: <tt>utils csa disable</tt>. A message informs you that the system needs to restart and you are prompted to enter Yes.
#Enter Yes to reboot.

 As a best practice, [http://docwiki.cisco.com/wiki/SocialMiner_User_Interface_-_Clear_Cache_and_Cookies_to_Troubleshoot_Unexpected_Results clear the cache and cookies] after the upgrade.

[[#CONTENTS|'''Back to Contents''']]

= Sign in to SocialMiner =

To launch SocialMiner, use a web browser* to access the root of the web server. Enter
<pre>http://<servername> </pre>
where ''servername'' is the name or IP address of your SocialMiner server.

*See [[SocialMiner Browsers|SocialMiner Browsers]] for information on supported browsers. [[Image:SocialMiner login.png|thumb|right|450px]]

Entering the URL opens a sign-in page where you type your username and password. The first time you sign in, you must use the credentials established during the installation for the application user.

If you have [[#Downloading_and_Installing_Language_Packs|downloaded and installed language files]], the sign in page also has a drop-down for selecting your language.

When you see a "trusted certificate" warning, acknowledge it—for example, by clicking '''Continue to Web Site''' in Internet Explorer or '''I understand the Risk''' in Mozilla Firefox. This saves the certificate to the browser. For some browsers, you can [[#Obtaining_a_CA-Signed_Certificate|obtain and upload a CA-Signed certificate]] so that the security warnings do not persist. If you don't obtain signed certificates, you can still [[#Avoiding_certificate_warning|avoid the certificate warning message]].

A successful sign-in presents the SocialMiner interface to the Home tab. Users see the Search and Configuration tabs, the SocialMiner administrator also sees an Administration tab.

[[#CONTENTS|'''Back to Contents''']]

= The Home Tab =

Topics:

[[#Reviewing_Social_Contacts_By_State|Reviewing Social Contacts By State]]

[[#Working_With_Social_Contacts|Working With Social Contacts]]

[[#Searching_Social_Contacts|Searching Social Contacts]]

[[#Replying_to_Social_Contacts_from_the_Home_Tab|Replying to Social Contacts]]

[[#Tagging_Social_Contacts|Tagging Social Contacts]]

[[#Settings|Settings]]

[[#Training_Bayesian_Filters|Train Filters]]

[[Image:SocialMinerHome.png|thumb|right|450px]]

 The SocialMiner Home tab is a dynamic "Inbox" for viewing and responding to [[#What_is_a_Social_Contact.3F|social contacts]]. No social contacts appear on this tab until you:

#Configure at least one [[#Feeds|Feed]].
#Configure at least one [[#Campaigns|Campaign]].
#Add the Feed to the Campaign.
#Select the Campaign from the '''Please select a campaign...''' drop-down menu.

You can show social contacts that are in specific states (Open, Draft, Handled, or Discarded). You can also open [[#Settings|Settings]] to set your chat alias, to show only those social contacts with specific tags, or to enable training mode for a Bayesian filter. You can also enable Accessibility in the Agent Chat UI from the Settings page.

The SocialMiner Home tab is dynamic in these ways:

*A bar appears periodically at the top of the page indicating that there are one or more new social contacts in the campaign. You can click the bar to refresh the results, or click the refresh icon in the upper-right corner of the window.
*State changes and new tags made by one agent are immediately visible to all agents working in that campaign.

'''VIDEO:''' View a [http://www.youtube.com/watch?v=iteoPj6B52g&hd=1 video] about handling social contacts on the Home tab. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

[[#CONTENTS|'''Back to Contents''']]

== What is a Social Contact? ==

The term Social Contact refers to a post collected by SocialMiner. A social contact can be a Chat, a Tweet, a Facebook wall post, a Blog, or a Forum post.

For example:

#When a customer tweets and the tweet matches the Feed criteria of SocialMiner campaign, that tweet is captured by SocialMiner and stored in the datastore as a social contact.
#An agent's reply to that tweet is captured and saved as another social contact.
#The customer reply to the agent's reply is captured as a third social contact.

A social contact remains in the datastore until it is [[#Purge_Settings|purged]].

SocialMiner stores the following for each social contact:

*Author—the username of the person who posted
*Creation Date—date stored in SocialMiner
*Title-the title of the post
*Description-the nature of the social contact text
*Published Date—date it was published on the Internet (Not all feeds have this.)
*Source type—the type of feed that collected the social contact
*Tags—tags applied by SocialMiner users

[[#CONTENTS|'''Back to Contents''']]

== Reviewing Social Contacts By State ==

A social contact can be in one of five states: Unread, Reserved, Draft, Handled, and Discarded. Use the drop-down on the Home tab to show contacts in a specific state:

'''Show Open''' - Open social contacts are those in the ''Unread'' or the ''Reserved'' state that have not yet been acted on. All social contacts captured by SocialMiner are initially in the Unread state.

'''Show Draft''' - Displays the Twitter and Facebook social contacts that have had draft responses saved for review, but the responses have not yet been sent.

'''Show Handled''' - These social contacts have been handled by an agent. If the social contacts are from an RSS feed, the agent has opened them. If the social contacts are from a Twitter or Facebook feed, the agent has replied to them.

'''Show Discarded''' - These social contacts have been discarded either by an agent (perhaps because no response was required) or - for chat social contacts only - by the system (if the maximum number of simultaneous chats has been exceeded). Discarded contacts remain in the system until they are deleted by the next [[#Purge_Settings|purge.]] (Administrators can find the total amount of system-discarded chats using the Serviceability API.)

When a user hovers over the social contact state indicator, a tool tip opens to say why the social contact is in that state.

== Working with Social Contacts ==

A social contact state can be changed by any user by clicking the social contact state button. The name of the last user to change a state appears next to the social contact as soon as the change occurs: for example, ''Discarded: User2''.

State changing can be done by different agents. For example, Agent1 can reserve a social contact, and Agent2 can handle it.

To undo a state change; show the list for that state, locate the social contact, and click the icon again to reverse the state.

For example, if you set a social contact to Handled and then change your mind about handling it:

#Select '''Show Handled'''.
#Locate that social contact.
#Click the Handle icon. This removes the social contact from the Show Handled list immediately. The social contact is returned to the Show Open list within a few seconds with an Unread status.

Social contact state is universal across the SocialMiner system. For example, if one user handles a social contact, the social contact appears as handled in the browser interface for all other users. This also occurs if the social contact appears in multiple campaigns.

When a chat session ends, the state change buttons for the Social Contact become inactive and are greyed out.

[[#CONTENTS|'''Back to Contents''']]

== Searching Social Contacts ==

The Search tab enables users to search for specific social contacts on SocialMiner.

[[Image:searchtab.png|450px]]

Open the search interface by clicking on the Search tab and type text into the search box for a default search of all fields. Wildcard-based searches using "?" (for a single character) and "*" (for multiple characters)are allowed.

When you start to type, a drop-down list of searchable fields is presented. Select the specific field you wish to search and enter a term (or more than one term enclosed in quotes) beside the field name.

Certain characters are special and cannot be included in the default search unless they are escaped -- meaning either enclosing them in quotes or proceeding them with a backslash. For example, if you want to include the character + in your search, you need to enter \+ or "+". The same is true for the colon (:). For example, to include a URL starting with http:// in your search, enter http\:// or http":"// to have it recognized. (For a full list of all special characters, see the [http://wiki.apache.org/solr/SolrQuerySyntax Solr wiki].)

SocialMiner also allows for a combination of default and field-specific searches using AND and OR operators.

For example, to search for a social contact that contains the phrase "This is a test social contact" and is authored by John Smith, you can search on:

*sc.author:John* (wildcard in field-based search)
OR
*sc.author:"John Smith" AND test social contact (a mix of field-based search and default search)
OR
*test social (just the default search)

Search results are displayed similarly to campaign results. There is more information displayed in both the search and campaign results for Chat social contacts than other social contact types.

[[Image:searchresults.png|500px]]

The title of any Chat social contact is an active link if a transcript has been saved. Click on the link to open a window displaying the chat transcript. (The chat transcript only becomes available once a chat session is closed. If one party in the chat does not close their window, then the system cannot generate the transcript until the inactivity timeout expires.)

[[Image:chattranscriptpopup.png|300px]]

[[#CONTENTS|'''Back to Contents''']]

== Replying to Social Contacts from the Home Tab ==

SocialMiner lets you reply to social contacts using [[#Reply_Templates|Reply Templates]]. There are three system-defined templates: Cisco Twitter, Cisco Facebook, and Cisco Chat. The SocialMiner Administrator can add custom reply templates.

You can select only one reply template per feed on the Add/Edit Feed page for each Feed Type.

*[[#Replying_to_a_Chat|Replying to a Chat]]
*[[#Replying_to_a_Twitter_Social_Contact|Replying to a Twitter Social Contact]]
*[[#Replying_to_a_Facebook_Fan_Page|Replying to a Facebook Fan Page]]
*[[#Replying_to_an_RSS_Social_Contact|Replying to an RSS Social Contact]]

 

=== Replying to a Chat ===

When a customer submits a chat form, a new social contact opens in the chat campaign, and the customer enters a chat room and waits for an agent. The agent who clicks the Reply icon for that social contact launches the Chat reply template and enters the chat room where the customer is waiting.

The agent types in the text-entry area and presses Enter.

The customer sees the agent's message and enters a response.

To reply to a chat using the Cisco Chat reply template:

'''1.''' Select a social contact generated from a chat. Click the Reply icon. The chat room opens to show the customer's name and any Extension Field data in the left panel.

'''2.''' Type a remark in the lower right panel and press ENTER to begin the dialog.

=== Replying to a Twitter Social Contact ===

There are multiple ways to reply to a Twitter social contact:

*Direct-message the author of the Tweet.

*Create an "@" reply that is viewable to everyone on Twitter.

*Configure the feed to respond with the Cisco Twitter reply template, which lets you follow the recipient of the message if you are not currently following them.

To reply to a tweet using the Cisco Twitter reply template:

'''1.''' Select a Twitter Account social contact and click Reply. The Cisco Twitter template opens and provides the following fields:

*Account: Select the Twitter Account from which you are replying. All Twitter Accounts configured on this system appear in the dropdown menu.
*Once the account is selected, the system checks the Follow status of the intended recipient. If the account is not already following the recipient, you can click Follow to begin following.
*The conversation history of the social contact is listed below the selected social contact. You can reply, retweet, or Direct Message to any tweet in the conversation. The social contact that was originally reserved is marked as handled even if you do not reply to the most recent tweet in the conversation. The status of the other social contacts (tweets) in the conversation does not change.
*Select the type of reply: either Direct Message, retweet, or reply. A pop-up text box appears where you can enter your message. Note: You can only Direct Message a Twitter user if the intended recipient is following you. Replies and retweets are posted to the timeline of the Twitter account. A Direct Message is sent directly to the poster of the tweet.
*Enter your reply in the pop-up text box. Text input is limited to 140 characters. The current character count is listed at the upper right of the text box.

'''2.''' Click Tweet, Retweet, or Send to send the response (depending on the type of reply selected) or, for replies and direct messages, click Save Draft to save the response for review and then send it later. If you save a draft message, it is marked as Draft and can be found under the Show Drafts menu. Once the response has been sent, the social contact is marked as Handled.

The reply template is customizable. The instructions above pertain to the default Cisco Twitter template. If your administrator has provided a custom reply template, the steps for replying may differ. [[Image:CampaignResultsCiscoTwitterReply.png|thumb|center|450px]]

 [[#CONTENTS|'''Back to Contents''']]

=== Replying to a Facebook Fan Page ===

To reply to a Facebook fan page:

*Click the link on the social contact to open the post or comment and enter your comment.

*Configure the feed to use the Cisco Facebook reply template and respond directly to the Fan Page from SocialMiner.

Facebook accepts content from a Facebook Reply Template only if the person who [[#Facebook_Fan_Page_Feed_Type|added the Facebook Fan Page feed]] received authorization from Facebook by clicking '''Get Post Authorization'''. Facebook ensures that the user is a fan of the page and has permission to post.

'''1.''' Select a Facebook social contact. Click the Reply icon.

The Cisco Facebook Reply form opens to show

*The name of the person who posted or commented on the Facebook page
*A text area for your comment
*A Like indicator

If you have never replied, or if you have previously replied with an Unlike, the template shows Like. If you have previously replied with Like, the template shows Unlike. You can reply without selecting Like or Unlike.

'''2.''' Click Send to send the reply or click Save Draft to save the response for review and then send it later. If you save a draft message, it is marked as Draft and can be found under the Show Drafts menu. Once the response has been sent, the social contact is marked as Handled.

The instructions above pertain to the default Cisco Facebook reply template. If your SocialMiner Administrator has created and configured a custom reply template for Facebook, the steps for replying may differ.

[[#CONTENTS|'''Back to Contents''']]

=== Replying to an RSS Social Contact ===

You cannot reply directly to a social contact from an RSS feed. You can, however, tag the RSS contact and set notifications so that an agent receives an email or an Instant Message for the social contact.

[[#CONTENTS|'''Back to Contents''']]

= Tagging Social Contacts =

Tags are labels that allow you to categorize social contacts, to track workflow, and to set up [[#Notifications|notifications]].

For example, all social contacts that mention billing concerns could be tagged with Billing. You could then set up notifications to email social contacts with that tag to Customer Service.

You can tag similar social contacts with the same tag, then use the [[#Settings|Settings page]] to filter the list of social contacts to show only social contacts with a particular tag.

[[#CONTENTS|'''Back to Contents''']]

'''Adding Tags'''

When you hover over a social contact, you see a text box and a '''Tag''' button.

To enter a tag, click the text box and type the tag. Then press '''Enter''' or click '''Tag'''. The new tags are immediately visible to all users who view that social contact. You can add a maximum of 20 tags to a social contact. Use commas to separate multiple tags.

Social contacts are not duplicated even when they appear in multiple campaigns. When a user tags a social contact in one campaign, the tag appears to other users who are viewing that social contact from another campaign.

[[#CONTENTS|'''Back to Contents''']]

'''Suggested Tags:'''

A maximum of 10 common or recently used tags for the selected campaign appear as 'suggested tags' links to the right of the Tag button. You might need to click Refresh to see newly-added suggested tags. To add one or more of these suggested tags to the social contact. click the link for the suggested tag. These suggestions provide one-click tagging for commonly used tags. The suggestions are specific to the campaign, not to the entire SocialMiner system, and are only updated on a refresh.

[[#CONTENTS|'''Back to Contents''']]

'''Deleting Tags'''

To delete a tag from a social contact, click the small, grey x at the right of the tag name.

'''Automatic Tags''' You can also configure up to 10 automatic tags for a feed. All social contacts pulled in for that feed have these auto-tags. See [[#Automatic_Tags_for_Feeds|Automatic Tags for Feeds]].

'''VIDEO''': View a [http://www.youtube.com/watch?v=Sy6CIKDyYIM&hd=1 video] about using tags. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

[[#CONTENTS|'''Back to Contents''']]

= Settings =

Click the Settings icon at the top right of the Home tab open the Settings page.

[[Image:homesettings.png|thumb|center|450px]]

Use this page to set your chat alias, to enable or disable the Accessibility feature on the agent chat interface, to show or hide social contacts by tag, and to enable training for a [[#Bayesian_Filters|Bayesian filter.]]

The default chat alias value "Agent" can be changed to a string of up to 40 characters (stored in the browser as a cookie). Agents use this value to define how they will be identified to users.

The Chat interface supports accessibility by using the JAWS ‘highlighted text’ functionality. With JAWS configured to read highlighted text and Accessibility mode enabled, incoming chat messages and other events are highlighted briefly so JAWS can announce them.

Click on the check the box to enable or disable the Accessibility feature in the agent chat interface.

Although tags and Bayesian filters are global (all users can see them), settings are user-specific. Your changes to Settings determine what ''you'' see for the campaign but do not do not effect what others see in the campaign.

[[#CONTENTS|'''Back to Contents''']]

= Training Bayesian Filters =

If you have [[#Filters|added a Bayesian filter]], you can select it on the Settings page to activate training mode.

'''None''' is the default on the Settings page. Selecting a Bayesian filter enables filter training and changes the campaign display on the Home tab to show Plus (+) and Minus (-) training buttons for each social contact.

*Click the Plus button to mark the social contact as being "in" this filter. (This tells SocialMiner: Keep social contacts similar to this one. Do not filter out social contacts like this.)

*Click the Minus button to mark this social contact as "out" of this filter. (This tells SocialMiner: Do not include social contacts like this one.)

To disable training mode, return to the Settings page and select ''None''.

Training settings are user-specific. Your changes to enable training mode do not effect what others see for the campaign.

[[#CONTENTS|'''Back to Contents''']]

= Feeds =

[[Image:SocialMinerfeeds854.png|thumb|right|228px|SocialMinerfeeds854.png]]

Topics:

*[[#Feed_States|Feed States]]
*[[#Adding_and_Editing_Feeds|Adding and Editing Feeds]]
*[[#Adding_Feeds_using_the_Feed_Bookmarklet|Adding Feeds using the Feed Bookmarklet]]
*[[#Feed_Types|Feed Types]]
**[[#RSS_and_Authenticated_RSS_Feeds|RSS and Authenticated RSS Feeds]]
**[[#Facebook_Fan_Page_Feed|Facebook Fan Page Feed]]
**[[#Push_Feed|Push Feed]]
**[[#Chat_Feed|Chat Feed]]
**[[#Twitter_Account_Feed|Twitter Account Feed]]
**[[#Twitter_Stream_Feed|Twitter Stream Feed]]
**[[#Twitter_Search_Feed|Twitter Search Feed]]
*[[#Polling_Interval_for_Feeds|Polling Interval for Feeds]]
*[[#Minimum_Age_for_Feeds|Minimum Age for Feeds]]
*[[#Automatic_Tags_for_Feeds|Automatic Tags for Feeds]]
*[[#Extension_Fields_in_Push_and_Chat_Feed_Sample_Code|Extension Fields in Push and Chat Feed Sample Code]]
*[[#Deleting_Feeds|Deleting Feeds]]

 The Feeds gadget is on the SocialMiner Configuration tab.

A '''Feed''' is a stream of social contacts coming from a single source. Setting up feeds is a foundational step for your SocialMiner system. You see no social contacts on the Home tab until you configure at least one feed and add it to a campaign.

'''Note''' If your server is behind a firewall, the administrator may need to configure SocialMiner to use a proxy to reach the Internet. See [[#Proxy_settings|Proxy Settings]].

'''Note also that''': SocialMiner uses a process called de-duplication to automatically remove duplicate social contacts. For example, if a user configures several ''overlapping'' feeds that capture the same result, then SocialMiner does not capture the same social contact twice. The de-duplication functionality relies on the unique URL of the post. For example, each Tweet or blog has a unique URL. Before SocialMiner creates a new social contact in the datastore, it verifies that the URL of that social contact is not already in the datastore.

[[#CONTENTS|'''Back to Contents''']]

== Feed States ==

Icons are used as visual indicators to display the state of each feed. Hover the cursor over the icon to display a tool tip that explains the state.

== Adding and Editing Feeds ==

To create a feed, click '''Add''' in the feed list view. To edit the settings for a feed, click its name.

Select the feed type and complete the fields for the feed type. The fields vary by feed type.

Social contacts retrieved by feeds are time-limited by the number of days defined in the Purge Social Contacts older than (days) setting of the [[#Purge_Settings|Purge Settings tool]]. (This tool is on the Administration tab and is used by the SocialMiner Administrator only.) The default is to retain social contacts for 30 days.

If you change a feed (for example, to rename it, change the URL, or change the polling interval), you do not need to re-add it to the campaign.

[[#CONTENTS|'''Back to Contents''']]

== Adding Feeds using the Feed Bookmarklet ==

[http://en.wikipedia.org/wiki/Bookmarklet Bookmarklets] are "smart bookmarks" that include JavaScript. Creating a feed using the Feed Bookmarklet is a one-click method for adding feeds to SocialMiner and eliminates the need to complete fields on the Add Feed form and to copy/paste the URL.

'''To get and use the Bookmarklet:'''

1. From the Feed Configuration gadget, drag the ''Feed Bookmarklet'' link at the bottom of the gadget to the Mozilla Firefox Bookmarks toolbar. (If you click the Feed BookMarklet link directly, you see a message instructing you to drag the link to the toolbar.) The Feed Bookmarklet remains on the toolbar unless you delete it, although there is no reason to do so.

2. Navigate to a Twitter ad-hoc or saved Search result page or to a website with RSS feeds.

'''Note: Although Twitter does still support search results in the form of an RSS feed, it is deprecated by Twitter and may be removed in the future. See the latest Release Notes and watch for notification of any Cisco Options Package files for more information on this issue.'''

3. From that page, click the Feed Bookmarklet bookmark that you dragged to the Bookmarks toolbar. A message displays if the page has no feeds.

4. If you are prompted to log in, enter your SocialMiner login credentials. You must authenticate once per browser session.

5. For Twitter Searches, a SocialMiner window opens indicating that a feed for the search was saved, along with the Name and URL of the feed. If the feed was not saved, you see a message indicating the problem.

6. For websites with RSS feeds, the SocialMiner window captures all feeds on the page and filters them with icons indicating whether they are standard feeds or possible feeds.

*A green checkmark displays for standard feeds. SocialMiner qualifies RSS feeds as "standard" when their URLs are indicated as such by the website.
*A blue question mark indicates that the feed is possibly an RSS feed, but may not be. SocialMiner qualifies RSS feeds as "possible" when their URLs simply contain "rss", "atom", or "feed".

Some URLs may be filtered out of the list even if they meet the above criteria—for example, they will not be captured and displayed if they include embedded scripting.

7. Click the link that you want to add as a feed. The SocialMiner window updates to indicate that the feed was saved, along with the Name and URL of the feed. You see an error message if there was a problem saving the feed.

8. Close and re-open the Feed Bookmarklet for each URL in the list that you want to save. You see an error if you try to save a duplicate feed (a feed with the same Name as one that is already saved).

9. After saving a feed, navigate to the SocialMiner Configuration tab. The feed displays in the Feed gadget list. Feed names are truncated at 85 characters.

10. Proceed as you would with any feed to edit the name, description, polling interval, and minimum age; and to add automatic tags. RSS feeds created using the bookmarklet default to "No Reply Template". Twitter Search feeds created using the bookmarklet default to the "Cisco Twitter" reply template.

11. Add the feed to a campaign.

[[#CONTENTS|'''Back to Contents''']]

== Feed Types ==

SocialMiner supports the following types of Feeds. Each feed type has unique settings, which are described in the sections below:

*[[#RSS_and_Authenticated_RSS_Feeds|RSS and Authenticated RSS]]
*[[#Facebook_Fan_Page_Feed|Facebook Fan Page]]
*[[#Push_Feed|Push Feed - SocialMiner Administrator only]]
*[[#Chat_Feed|Chat Feed - SocialMiner Administrator only]]
*[[#Twitter_Account|Twitter Account]]
*[[#Twitter_Stream_Feed|Twitter Stream - SocialMiner Administrator only]]
*[[#Twitter_Search_Feed|Twitter Search]]

=== RSS and Authenticated RSS Feeds ===

RSS is one of the simplest and most widely-available means for SocialMiner to capture social contacts, because there are many forum and blog sites that support [http://en.wikipedia.org/wiki/RSS RSS]. You can create an RSS feed as described below; you can also create a feed using the [[#Adding_Feeds_as_Bookmarklets|Feed Bookmarklet]].

SocialMiner supports the following RSS Feed standards:

*[http://validator.w3.org/feed/docs/rss1.html RSS 1.0]
*[http://validator.w3.org/feed/docs/rss2.html RSS 2.0]
*[http://tools.ietf.org/html/rfc4287 ATOM 1.0]

The Authenticated RSS feed type is similar to RSS but requires [http://en.wikipedia.org/wiki/Basic_access_authentication basic authentication]. The username and password are encrypted and stored in the SocialMiner configuration database.

'''VIDEOS:'''

*View a [http://www.youtube.com/watch?v=YneS1h1catg&hd=1 video] about adding RSS Feeds.
*View a [http://www.youtube.com/watch?v=L9YhIEpKC5c&hd=1 video] about adding Authenticated RSS Feeds.

Although these videos were created for an earlier version of SocialMiner and show an older user interface, they present accurate information.

[[#CONTENTS|'''Back to Contents''']]

'''About Paging from RSS Feeds'''

SocialMiner does not support the reading of multiple "pages" from an RSS feed. SocialMiner captures the posts that are presented on the first (main) page returned by a site. This limitation prevents the system from capturing posts prior to the current page of results and allows SocialMiner to capture all results going forward as long as the site generates a page or less of results in each interval.

Some sites allow the URL to specify the number of results on a page. If you use this feature to set the number of results to return and you also regulate the polling interval, you can optimize system performance and reduce load on the site, while ensuring all posts are captured.

'''Configuring RSS and Authenticated RSS'''

To configure an RSS or Authenticated RSS feed:

#Access the Feed gadget.
#Click Add.
#Select RSS or Authenticated RSS feed type, and enter the following fields:
##Type—Required
##Name—Required
##Description
##URL—Required. This must be a valid RSS Feed
##Username—Username for the feed. Required for Authenticated RSS feed. Not Applicable to RSS Feed.
##Password—Password for the feed. Optional for the Authenticated RSS feed. Not Applicable to RSS Feed.
##[[#Polling_Interval_for_Feeds|Polling Interval]]—Number of minutes to wait between refreshing this feed.
##[[#Minimum_Age_for_Feeds|Minimum age]]—The number of hours old a post must be before it is included as a result. This lets you exclude recent posts.
#Optionally, provide [[#Automatic_Tags_for_Feeds|Automatic Tags]] for the feed.
#Click '''Save''' to save the feed.

[[#CONTENTS|'''Back to Contents''']]

=== Facebook Fan Page Feed ===

'''About Facebook Fan Page Feeds'''

The Facebook fan page feed type captures all posts and comments published on your Facebook Fan Page wall.

Facebook wall posts and comments are captured by SocialMiner and rendered in a time-sorted stream. This rendering differs from the standard Fan Page layout. The goal of this layout is to ensure that 100% of the wall posts and comments are noticed by the consumer of the results. It is more difficult to achieve this goal when viewing the wall posts and comments directly on Facebook, as they are grouped by wall post instead of time-sorted.

When displayed in SocialMiner, Facebook wall posts and comments are differentiated by the format of the title:

*Facebook post from [first name] [last name]

*Facebook comment from [first name] [last name] for "[post]"

The link in the title provides a direct link to the wall post on Facebook. Note that Facebook does not anchor comments, therefore the link takes the browser to the wall posts to which the comment refers and not directly to the comment.

'''SocialMiner requires a clean Fan Page "Vanity URL".''' Facebook appends certain parameters to a URL depending on how you navigated to the URL. For example, when you find the Cisco Contact Center Fan Page through Facebook search, you see this URL: http://www.facebook.com/#!/CiscoCC?ref=ts. However the direct URL for the fan page is http://www.facebook.com/CiscoCC. This base URL is what Facebook refers to as the "Vanity URL". The name "CiscoCC" was registered by the administrator of this page.

Some Fan Pages have a number instead of a text name (this is not common). These are pages that have not yet registered a Vanity URL. In this case, the URL with the number satisfies the requirements of SocialMiner configuration.

 '''Configuring a Facebook Fan Page Feed'''

To configure a Facebook Fan Page feed:

#Access the Feed gadget.
#Click Add.
#Select Facebook Fan Page feed type, and enter the following fields:
##Type—Required
##Name—Required
##Description
##URL—Required. This must be a valid Facebook Fan page The URL must start with <tt>http://www.facebook.com</tt>
##[[#Polling_Interval_for_Feeds|Polling Interval]]—Number of minutes to wait between refreshing this feed.
##[[#Minimum_Age_for_Feeds|Minimum age]]—The number of hours old a post must be before it is included as a result. This allows you to exclude recent posts.
##Reply template—The reply template to be used for replying to social contacts obtained from this feed. Defaults to the Cisco Facebook Reply Template.
##Optionally, provide [[#Automatic_Tags_for_Feeds|Automatic Tags]] for the feed.
#Click '''Save'''.
#Save redirects you to request authorization from Facebook to allow SocialMiner to access the fan page.
#Sign in to Facebook with your organization's username and password and then click '''Allow''' to allow the SocialMiner to access the Facebook Fan Page.
#Successful Authorization creates and saves the feed.

 '''Edit a Facebook Feed'''

To edit a feed, simply click on the feed name, make the change, and click '''Save'''.

When you edit a Facebook feed, there are three buttons: '''Cancel''', '''Save''', and '''Reauthorize and Save'''.

If the icon next to a Facebook feed is red and the hover text for that icon reports authorization issues, open the Feed as if to edit it and click '''Reauthorize and Save''' to initiate the Facebook authorization process.

 Posted replies will appear as being from the user who authenticated the posting. For example, if the posting was authorized by the Facebook account for Harrison Dental and employee Dr. Lee replies to a social contact, her reply is from Harrison Dental and not from her own Facebook account.

[[#CONTENTS|'''Back to Contents''']]

=== Push Feed ===

The push feed type allows you to "push" social contacts directly to SocialMiner through HTTP GET requests. A push feed is an interface for generating a social contact through a web form. For example, you might want to create a social contact to test the routing of email notifications. You might also want to create a social contact for a response to a feedback form on your website.

Using the Feed gadget, create a new feed and select the Push feed type.

The SocialMiner Administrator can add, edit, and delete Push Feeds. Non-administrators can only see Push Feeds on the Configuration tab and can use them (add them to campaigns).

1. Enter or edit the following fields.

*Type—Required
*Name—Required
*Description
*Reply template - The reply template to be used for replying to social contacts obtained from this feed.
*Optionally, provide [[#Automatic_Tags_for_Feeds|Automatic Tags]] for the feed.

2. Save the Push Feed.

3. Click the saved Push Feed from the list of Feeds to open it in Edit mode.  You see a '''Sample Code''' link which contains working HTML code containing the correct IP address and feed id values for the instance you are working on. It also displays the form fields you need to get from the user and some examples of optional fields you can include. The required fields are Title and Author. The optional fields are Description, Tags, and  [[#Extension_Fields_in_Push_and_Chat_Feed_Sample_Code|Extension Fields]].

In the following example, we use extension fields ‘Remarks’ and ‘Yours’. 
<pre><style type='text/css'>span { display: inline-block; width: 100px; }</style>
<form action='http://10.86.141.251/ccp-webapp/ccp/pushfeed/100011' method='get'>
'''Title''':<input type='text' name='title' /> 
'''Author''':<input type='text' name='author' /> 
'''Description''':<input type='text' name='description' /> 
'''Tags''':<input type='text' name='tags' /> 
'''Remarks''':<input type='text'name='extensionField_remarks'/> 
value='sample value' /> 
'''Yours''':<input type='text'name='extensionField_yours'/> 
value='your value' /> 

<input type='submit' value='Submit'/>
</form>
</pre>
4. Copy the code from the '''sample code''' link and save it as HTML. Edit the fields; then click Submit from the HTML form.

The code is authenticated against SocialMiner, and a URL to the new social contact is returned. The social contact will appear in the campaign that includes the Push Feed. [[Image:Samplepushfeed.png|thumb|right|320px|Samplepushfeed.png]]

 If the tags in the Push feed code are associated with notification rules, the notifications will trigger immediately when the social contact is submitted.

You can have multiple independent Push feeds on one SocialMiner system.

The Push Feed must be associated with a campaign in order to activate. As a best practice, create a test campaign prior to testing your Push Feed.

 [[#CONTENTS|'''Back to Contents''']]

=== Chat Feed ===

A chat feed is a variation of push feed that contains sample HTML code for the fields a customer sees in a click-to-chat request form. When the customer clicks to chat and submits the form, a social contact is created and added to the campaign for the chat feed. SocialMiner displays a welcome screen, sets up a chat session for that social contact, and logs the user represented by that social contact into the chat session.

The SocialMiner administrator can add, edit, search, and delete Chat Feeds as well as set the values for the Chat join and Chat inactivity timeouts. These values are set on a feed by feed basis.

Users can see Chat Feeds on the Configuration tab and can use them (add them to campaigns). Using the Feed gadget, create a new feed and select the Chat feed type.

VIDEO: View a video [http://youtu.be/-KvMAhnQhQ4] about how to set up a Chat Feed.

1. Enter or edit the following fields.

*Type—Required
*Name—Required
*Description
*Chat join timeout-Defines how long the system waits for an agent to join the chat during the setup process before sending the customer the chatAgentJoinTimeout message (see below).
*Chat inactivity timeout-Defines how long the system waits before automatically closing the chat session if there is no customer activity.
*Reply template—Select '''Cisco Chat'''.
*Optionally, provide [[#Automatic_Tags_for_Feeds|Automatic Tags]] for the feed.

2. Save the Chat Feed.

3. Click the saved Chat Feed from the list of Feeds to open it in Edit mode.

4. Click the '''Sample Code''' link to open sample code that contains working HTML with the form fields you need to make the POST request for the chat feed.

5. Save the code from the '''Sample Code''' link locally and modify it as needed.

6. Add the HTML to your website.

*The HTML code from the Sample Code link includes the SocialMiner server IP address and feed ID (100045 in the following example). If you have multiple chat feeds, the Feed ID will be different for each one, so be sure to copy the sample code from the correct chat feed.
*The code also contains form fields  Title, Author, Description, and Tags and three extension fields.
*In general, extension fields are a collection of custom name/value pairs that can be added to social contacts and are subsequently displayed in the Agent Chat user interface. The Remarks extension field appears in the form. The name of the field and the value entered by the customer are added to the social contact and are displayed to the agent.
*Four hidden extension fields are special extension fields used to customize the Customer Chat user interface – they are not added to the social contact and therefore are not displayed in the Agent Chat user interface.
**extensionField_chatAgentJoinTimeOut
**extensionField_chatError
**extensionField_chatLogo
**extensionField_chatWaiting

During the chat setup process, if no agent responds before the chat join timeout, the customer is sent a message (defined in extensionField_chatAgentJoinTimeout) indicating that they can continue waiting or try again later.

Replace “./img/ciscoLogoColor.png” with the location of your own logo and replace the default text strings with the messages you want the customer to see for each circumstance. '''Note:''' Users must localize the messages in the sample form in order for it to appear appropriately in their customer chat interface.

*The sample code also includes a button to Submit.

Here is an example of the SocialMiner code for a Chat Feed. This example is for illustration purposes only - do not copy and paste from this example as the server address and Feed ID will not be appropriate for your instance.  Always use the code from the Sample Code link. 
<pre><style type='text/css'>span { display: inline-block; width: 100px; }</style>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8">
<form action='https://<SocialMinerServer>/chatproxy/api/chat/form/100045' method='post'>
Title:<input type='text' name='title' /> 
Author:<input type='text' name='author' /> 
Description:<input type='text' name='description' /> 
Tags:<input type='text' name='tags' /> 
Remarks:<input type='text' name='extensionField_remarks' value='sample value' /> 
<input type='submit' value='Submit'/>
<input type="hidden" name="extensionField_chatLogo" value="./img/ciscoLogoColor.png">
<input type="hidden" name="extensionField_chatWaiting" value="Welcome, please wait while
we connect you with a customer care representative.">
<input type="hidden" name="extensionField_chatAgentJoinTimeOut" value="All customer care representatives
are busy assisting other clients. Please continue to wait or try again later.">
<input type="hidden" name="extensionField_chatError" value="Sorry, the chat service is currently not
available. Please try again later.">

</form>
</pre>
  [[Image:Samplechatfeedform.png|thumb|none|313px|Samplechatfeedform.png]]

 When a user completes and submits the form, a URL to the new social contact is returned. The user sees an interface with the welcome message.

If no agent picks up the chat before the first timeout, the message changes to to indicate no agent is available.

If the system reaches the second timeout before an agent picks up the chat, the user receives the chat error message and a tool tip (displayed when hovering over the information icon) indicates why the chat failed.

 

==== Modifying the Sample code for a Chat Feed ====

You can

*Modify the content within the span tags.

*Add additional [[#Extension_Fields_in_Push_and_Chat_Feed_Sample_Code|Extension Fields]].

You cannot delete the title or author.

 '''Example of a Modified Form:'''

In this modified form, The label for "Title" was changed to "My Issue". The label for "Author" was changed to "My Name". "Description" was removed. The "Remarks" extension field was removed, and three extension fields were added: "My Preferred Language", "My Phone", and "My Email".
<pre><style type='text/css'>span { display: inline-block; width: 100px; }</style>
<form action='https://10.86.141.251/chatproxy/api/chat/form/100051' method='post'>
My Issue:<input type='text' name='title' /> 
My Name:<input type='text' name='author' /> 
Tags:<input type='text' name='tags' /> 
My Preferred Language:<input type='text' name='extensionField_remarks' value='enter language' /> 
My Phone:<input type='text' name='extensionField_remarks' value='enter phone number' /> 
My Email:<input type='text'name='extensionField_remarks'value='enter email address' /> 
<input type='submit' value='Submit'/>
</form>
</pre>
[[Image:ModifiedChatFeed.png|thumb|none|275px|ModifiedChatFeed.png]]

[[#CONTENTS|'''Back to Contents''']]

=== Twitter Account Feed ===

'''About the Twitter Account Type Feed'''

'''VIDEO''': View a [http://www.youtube.com/watch?v=9sIUUVp-WOo&hd=1 video] about configuring a Twitter Account Feed. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

See also [http://docwiki.cisco.com/wiki/SocialMiner_Twitter SocialMiner Twitter.]

The Twitter Account Feed Type uses the [http://apiwiki.twitter.com/Twitter-API-Documentation Twitter REST API]. This Feed type captures Mentions and Direct Messages for a Twitter account. Twitter Account Feeds include all tweets that include "@USERNAME" and the Direct Messages to the @USERNAME account. This Feed type also captures tweet type, for example "retweet" or "in-reply-to". You can have only one Twitter Account for the same user per SocialMiner system.

The Twitter Account feed is configured using [http://en.wikipedia.org/wiki/OAuth OAuth]. During the feed configuration, SocialMiner redirects the user to Twitter to validate the Twitter account. This provides a security benefit, as using OAuth avoids the storage of the user's Twitter account information on the SocialMiner server. Clicking Save opens the Twitter authentication service in a new browser window. (You may need to authorize pop-ups in your browser.) Follow the directions to authorize SocialMiner to access the Twitter account.

If you are signed in to Twitter using the same account you entered in the Feed configuration, click Allow.

If you are not signed in, you are prompted to enter the Twitter Username and Password for the account. It is also possible that you are logged in to a different Twitter account, such as your personal account. If that is the case, click sign out, then sign in with the correct account and click '''Authorize app'''. After you click Authorize app, the browser window closes and you return to the Feed Configuration gadget with your new feed successfully created.

You have now authorized SocialMiner to access all Twitter functionality for this account.

Based on their authorization, Twitter provides SocialMiner with a key to enable access to the account. SocialMiner will then be able to use the Twitter account. If any issues arise, you can [[#Reauthorize_and_Save_in_Edit_Mode|Reauthorize and Save in Edit Mode.]]

Twitter provides a list of applications (connections) that have been granted access to a Twitter account. A Twitter user can revoke access at any time. See http://twitter.com/settings/connections.

[[#CONTENTS|'''Back to Contents''']]

'''Configuring a Twitter Account Feed'''

1. Access the Feed Gadget.

2. Click Add.

3. Select the Twitter Account feed type, and enter or following fields:

*Type—Select the Twitter Account feed type from the dropdown. Required
*Name—The name of the feed. Required
*Description
*Username—Required. A valid Twitter username for the user you will be posting as. '''Note:''' Only one Twitter Account Feed per Twitter username per SocialMiner server is allowed.
*[[#Polling_Interval_for_Feeds|Polling Interval]]—Number of minutes to wait between refreshing this feed. The recommmended default is 5 minutes.
*[[#Minimum_Age_for_Feeds|Minimum age]]—The number of hours old a post must be before it is included as a result. This allows you to exclude recent posts.
*Reply template—The reply template to be used for replying to social contacts obtained from this feed. Defaults to the Cisco Twitter Reply Template.
*Optionally, provide [[#Automatic_Tags_for_Feeds|Automatic Tags]] for the feed.

4. Click '''Save'''.

'''Save''' redirects you to the Twitter authentication service, which lets you approve using this application with your Twitter account. Follow the directions to enter credentials to authorize access to the Twitter account.

==== Reauthorize and Save in Edit Mode ====

When you edit a Twitter Account feed, there are two buttons: '''Save and Reauthorize''' and '''Save'''.

If the icon next to a Twitter Account feed is red and the hover text for that icon reports authorization issues, open the Feed to edit it. Click Reauthorize and Save to initiate the Twitter authorization process.

If there is no indication that you need to reauthorize but you want to edit the feed for other reasons—for example, to change the Polling Interval—make the change and click Save.

 

=== Twitter Rate Limit ===

Twitter Accounts are [https://dev.twitter.com/docs/rate-limiting/faq rate-limited] by Twitter.

When the Twitter rate limit has been reached, the hover text for the feed warning icon shows text similar to this: "Rate limit reached. Feed will reactivate at 10:39 AM Last successful fetch time was 2 minutes ago, Success rate is 50%.”.

'''Note''': Polling rates have an impact on how quickly a feed reaches it's limit. A default polling rate of 5 minutes is recommended.

[[#CONTENTS|'''Back to Contents''']]

=== Twitter Stream Feed ===

'''About the Twitter Stream Feed'''

'''Important: Only one Twitter Stream per SocialMiner server is supported.''' Your server IP will be blacklisted by Twitter if you configure multiple Twitter Stream feeds. If your IP is blacklisted by Twitter, you must delete all Twitter Stream feeds and wait approximately 2 hours to remove your IP from the Twitter blacklist.

'''The SocialMiner Administrator can add, edit, and delete Twitter Stream Feeds. Non-administrators can only see Twitter Steam Feeds on the Configuration tab and can use them (add them to campaigns).'''

If you require multiple Twitter Streams, you must discuss this need with Twitter or deploy two SocialMiner systems. If you have more than one SocialMiner system going through a single proxy, or you are using some other software system that uses Twitter Streams through that same proxy, your Proxy will be blacklisted by Twitter.

The Twitter Stream feed type uses the [http://dev.twitter.com/pages/streaming_api Twitter Stream API] or what is sometimes referred to as the "firehose" interface on Twitter to provide realtime access to Tweets. This interface provides different capabilities than the [http://search.twitter.com/ Search API.] A benefit of this Twitter Stream is the speed and efficiency of capturing greater tweet volume at faster speeds. There is no polling interval since the interface pushes the Tweets to the SocialMiner server. The Twitter Stream API also provides more meta-data associated with the tweets then the Search API. For example, the Twitter Stream API provides the indication that a Tweet is in-reply-to another Tweet (this is not available via RSS).

There are a couple of downsides to the Twitter stream API. It provides less searching/filtering capability then the search API. The interface supports keyword searching but, for example, it does not support exclusion of keywords. This limited searching capability results in more on-board filtering by the SocialMiner server. Also, the Twitter Stream reply does not provide historical results; therefore downtime in the SocialMiner system could result in missed Tweets. Finally, due to another limitation in the Twitter Stream API, searches in languages that are non-space delimited (such as Arabic, Chinese, and Japanese) return no results. More information on this limitation can be found on the [https://dev.twitter.com/docs/streaming-api/user-streams/suggestions Twitter Developers] site.

 The Twitter Stream API requires authentication. A Twitter account username and password is required to configure this type of feed. '''Note: Twitter only allows one Twitter Stream connection per account'''. If there are unrelated Twitter keyword searches required then you must configure multiple Twitter accounts, since adding unrelated keywords to one stream makes SocialMiner Campaign and Filter configuration difficult.

When Tweets are captured by SocialMiner using the Twitter Stream, the heading in the social contact indicates the type of Tweet. For example, the heading indicates if the social contact is a "Tweet" or "ReTweet" or if it is "in-reply-to". This type of context is not available when capturing Tweets via RSS.

See also [http://docwiki.cisco.com/wiki/SocialMiner_Twitter SocialMiner Twitter.]

 '''Configuring a Twitter Stream Feed Type'''

'''VIDEO''': View a [http://www.youtube.com/watch?v=E_JXmPaNiFk&hd=1 video] about configuring a Twitter Stream Feed. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

1. Access the Feed gadget.

2. Click '''Add'''.

3. Select the Twitter Stream feed type, and enter the following fields.

*Type—Required
*Name—Required
*Description
*Search criteria--a comma separated listed of words to search on. Up to 200 keywords can be defined
for a total limit of 2000 bytes. See the table below for examples of what results you will get when entering different parameters when searching using Twitter Streams.
**Each keyword must be between 1-60 bytes.
**At least one keyword must be defined.
**Commas in the keyword search stand for OR. Spaces in the keyword search stand for AND. You cannot search for exact strings. For example, if you enter "Cisco Telepresence" then the social contact returned contains Cisco and Telepresence in them, but not necessarily the phrase Cisco Telepresence.
**Do Not Use a Space after a Comma. If you use a space after a comma then only the first keyword is matched against.
*Username—Required. A valid Twitter username.
*Password—Required. Password for the Twitter username.
*Reply template - The reply template to be used for replying to social contacts obtained from this feed. Defaults to the Cisco Twitter Reply Template.
*Optionally, provide [[#Automatic_Tags_for_Feeds|Automatic Tags]] for the feed.

4. Click '''Save''' to save the feed.

This table provides examples of what results you will get when entering different parameters when searching using Twitter Streams.

[[Image:Twitterstream.PNG|Twitterstream.PNG]]

[[#CONTENTS|'''Back to Contents''']]

=== Twitter Search Feed ===

SocialMiner users can add, edit, and delete Twitter search feeds and use them in campaigns. The Twitter search feed type allows you to monitor public Twitter time lines for one or more keywords. The Twitter search API requires authentication, so a valid Twitter account username and password is required to configure this type of feed.

'''Configuring a Twitter Search Feed Type'''

1. Access the Feed gadget.

2. Click '''Add'''.

3. Select the Twitter Stream feed type, and enter the following fields.

*Type—Required
*Name—Required
*Description
*Search criteria--Up to 1000 characters are allowed by Twitter to form the search query (including

operators). Twitter may additionally limit queries by complexity.

**At least one keyword must be defined.
**Spaces in the keyword search stand for AND. Use OR between words to search for phrases containing one word or the other. Use quotes to search for exact strings (for example, enter "Cisco Telepresence" to find the phrase Cisco Telepresence).
**Note that Twitter search does NOT use commas to delineate search terms like Twitter stream does. See below for other examples of Twitter searches.
*Username—Required. A valid existing Twitter username.
*Polling interval—Required. The number of minutes to wait between refreshing this feed.
*Reply template - The reply template to be used for replying to social contacts obtained from this feed. Defaults to the Cisco Twitter Reply Template.
*Optionally, provide [[#Automatic_Tags_for_Feeds|Automatic Tags]] for the feed.

4. Click '''Save''' to save the feed. When you click Save, the oAuth process starts similar to Twitter Account.

 '''Editing a Twitter Search Feed'''

When you open a Twitter search feed to edit it, there are two buttons: '''Save''' and '''Reauthorize and Save'''. If the icon next to a Twitter search feed is red and the hover text for that icon reports 'authorization issues', open the feed and click '''Reauthorize and Save''' to initiate the Twitter authorization process. For all other changes to the feed, just edit the fields and click '''Save'''.

 '''Twitter Search Examples'''

The API that the Twitter search feed uses is different than the one that Twitter uses for the Twitter stream feed. Here are some examples of how to find terms using the Twitter search feed.

{| border="1" cellspacing="1" cellpadding="1" width="400"
|-
! scope="col" | Enter this...
! scope="col" | ...to find Tweets
|-
| twitter search
| containing both words "twitter" and "search". This is the default operator.
|-
| love OR hate
| containing either "love" or "hate" (or both).
|-
| beer - root
| containing "beer" but not "root".
|-
| #haiku
| containing the hashtag "haiku".
|-
| from: alexiskold
| sent from person "alexiskold". 
|-
| to: techcrunch
| sent to person "techcrunch".
|-
| @ mashable
| referencing person "mashable".
|-
| superhero since:2010-12-27
| containing "superhero" and sent since date "2010-12-27" (year-month-day).
|-
| ftw until:2010-12-27
| containing "ftw" and sent up to date "2010-12-27".
|-
| movie -scary :)
| containing "movie", but not "scary", and with a positive attitude.
|-
| flight :(
| containing "flight" and with a negative attitude.
|-
| traffic ?
| containing "traffic" and asking a question.
|-
| hilarious filter:links
| containing "hilarious" and linking to URLs.
|-
| news source:twitterfeed
| containing "news" and entered via TwitterFeed.
|}

 

=== Polling Interval for Feeds ===

The ''polling interval'' controls how often the SocialMiner system requests the feed. A shorter polling interval provides more frequent updates but creates more load on the SocialMiner server and on the sites publishing the feed. Some sites may have recommendations or restrictions on frequent polling and could block an application that polls too frequently.

The default SocialMiner polling interval for feeds is five minutes. [[#CONTENTS|'''Back to Contents''']]

=== Minimum Age for Feeds ===

Use the minimum age setting to filter out recent posts.

This feature was implemented for forum sites that publish feeds of "unanswered posts." If you configure the "unanswered posts" feed URL in SocialMiner and set a long Minimum Age, for example 24 hours, the system only captures posts that are both unanswered (based on the RSS feed) and are older than 24 hours (based on the Minimum Age). This offers a simple way to implement the business strategy of light touch forum moderation.

Minimum Age is not applicable for Push Feeds or Twitter Stream Feeds. [[#CONTENTS|'''Back to Contents''']]

=== Automatic Tags for Feeds ===

All feeds support the Automatic tags feature, which allows you to specify up to 20 tags that are applied to new social contacts for a feed across all campaigns that include that feed.

To add an automatic tag to the feed, enter one or more tags into the Automatic Tags text box (separated by commas), then click Add.

To remove an automatic tag from the feed, click the small x next to the tag name. [[#CONTENTS|'''Back to Contents''']]

=== Extension Fields in Push and Chat Feed Sample Code ===

Extension fields are a collection of custom name/value pairs that can be added social contacts using the [[#Push_Feed|Push feed]] and [[#Chat_Feed|Chat feed]] sample code. You can add social contact data to email and IM notifications by including extension fields as [[#Notification_Body_Variables|Notification Body Variables]].

You can add a maximum of 100 extension fields, up to one megabyte of information.

== Deleting Feeds ==

Select the checkbox to the left of one or more Feed Names and click Delete. A confirmation dialog box appears. Click OK to confirm deletion of the selected feed(s).

[[#CONTENTS|'''Back to Contents''']]

= Campaigns =

Topics:

[[#Campaign_List|Campaign List]]

[[#Add_and_Editing_Campaigns|Add and Editing Campaigns]]

[[#Deleting_Campaigns|Deleting Campaigns]]

The Campaigns gadget is on the SocialMiner Configuration tab.

The purpose of a campaign is to group social contacts for handling by the social media customer care team. Social contacts are included in a campaign when one or more [[#Feeds|feeds]] are configured and are selected to be part of the campaign. When a feed becomes part of a campaign, new social contacts that arrive on that feed are immediately added to the campaign and appear on the Home tab. Optionally, campaigns can also have [[#Filters|filters]], which are used to narrow or modify the set of social contacts that are added to the campaign.

Social contacts can be discarded, but they are not actually removed from a campaign until they are [[#Purge_Settings|purged]] or the campaign is deleted.

'''VIDEO''': View a [http://www.youtube.com/watch?v=6B28gxnFYtI&hd=1 video] about Campaigns, Campaign usage, and Campaign configuration. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

[[#CONTENTS|'''Back to Contents''']]

== Campaign List ==

For all SocialMiner campaigns, the Campaign Gadget shows:

*the name of the campaign
*the number of social contacts in the campaign
*a description of the campaign, and
*an RSS feed icon that is a link to the RSS feed ''from'' SocialMiner. The RSS feed allows someone to capture all the social contacts in a campaign using a RSS reader.

This list updates in real time. For example, it updates when another user adds a new campaign to the system, and the social contact count increments when new social contacts are retrieved for a campaign.

[[#CONTENTS|'''Back to Contents''']]

== Adding Campaigns ==

To add a campaign, click Add in the campaign list view. Fill out the following fields, then click Save to save the new campaign.

#Enter a Name (required)
#Enter a Description (optional)
#Use the arrows in the Feeds and Filters panels to move one or several feeds and filters between the Available and Selected panes. You can save a campaign without adding a feed, but no social contacts will be retrieved for a campaign that has no feeds. [[#Filters|Filters]] are optional.
#Click Save.

Note: Once you click Save, the social contacts for the configured feeds are added to the campaign. Once added, social contacts can be discarded but cannot be removed from the campaign except by a [[#Purge_Settings|purge.]] If a feed is removed from a campaign, new social contacts captured by that feed are no longer added to the campaign, but the social contacts previously included are not removed until the purge.

'''Note:''' if a feed is accidentally added to a campaign, and the social contacts must be immediately removed from that campaign, the only recourse is to delete the entire campaign and recreate it.

Adding a feed to multiple campaigns does not duplicate the social contacts in the datastore. The social contacts for that feed are simply counted in both campaigns.

[[#CONTENTS|'''Back to Contents''']]

== Deleting Campaigns ==

To delete a campaign, select the checkbox to the left of one or more campaign names and click Delete. A confirmation dialog box appears. Click OK to confirm deletion of the selected campaign(s). 

[[#CONTENTS|'''Back to Contents''']]

= Filters =

Topics:

*[[#Filter_States|Filter States]]
*[[#Types_of_Filters|Types of Filters]]
*[[#Adding_and_Editing_Filters|Adding and Editing Filters]]
*[[#Deleting_Filters|Deleting Filters]]

A filter modifies and takes action on social contacts as they enter the system and before they appear on the Home tab, allowing the social media customer-care team to focus on the most actionable social contacts.

Filters are run against social contacts as they enter a campaign. Filters do not run retroactively against social contacts that are already in a campaign.

You ''create'' filters in the Filter gadget on the Configuration tab.

You ''apply'' filters to campaigns in the Campaign Gadget by moving them between the Available and Selected panes, similar to adding and removing feeds. SocialMiner allows a total of 20 filters, and you can add a maximum of 10 filters to a campaign. Applying multiple filters to a campaign creates opportunities to layer filtering strategies to fine-tune results.

'''Note:''' When multiple filters are applied to a campaign, they are processed simultaneously. For this reason, you might have unexpected results for social contacts that have been processed by multiple filters.

[[#CONTENTS|'''Back to Contents''']]

== Filter States ==

Icons are used as visual indicators to display the state of each filter. Hover the cursor over the icon to display a tool tip that explains the state.

*A green icon means the filter is working properly.

*A red icon means an error occurred in the filter. Hover over the error icon to display a tool tip with the error text.

'''Note:''' Cisco Support and the SocialMiner Forum on the Cisco Developer Network do not assist with Groovy script issues. Direct all troubleshooting requests to your script developer.

*A blue icon appears during a brief interim state while SocialMiner checks the status of the filter, after which the icon changes to red or green.

[[#CONTENTS|'''Back to Contents''']]

== Types of Filters ==

SocialMiner supports three types of filters:

*[[#Bayesian_Filters|Bayesian]]
*[[#Author_Filters|Author]]
*[[#Script_Filters|Script]]

=== Bayesian Filters ===

'''VIDEO''': View a [http://www.youtube.com/watch?v=a1s5VTPaj6g&hd=1 video] about using Bayesian Filters. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

 The Bayesian filter is a trainable filtering technology based on a [http://en.wikipedia.org/wiki/Bayesian_probability Bayesian] statistical probability model. Bayesian filters are not pre-programmed or configured with business rules. You must apply a Bayesian filter to a campaign and then train the filter to recognize the content of "good" social contacts. When training a Bayesian Filter, you have the option to "train in" or "train out" each social contact in a campaign. After a sufficient amount of training, the filter begins to exclude unwanted social contacts from a campaign. See [[#Train_Bayesian_Filters_on_the_Home_Tab|Train Bayesian Filters on the Home Tab]].

The Bayesian filters can be used to for many reasons.

*A filter can take a broad keyword search and narrow the results down to the posts related to a specific brand. For example, a search for "Finesse" could return posts about hair products, Cisco software, and contract bridge. If the purpose of the campaign is to capture posts about the Cisco Finesse, the Bayesian Filter can be trained to exclude the social contacts about haircare and bridge.

*A filter can be trained to look for social contacts with negative sentiment (or positive sentiment), focusing the work of a customer support or marketing team.

*Filters can also be trained to include or exclude social contacts written in specific languages.

The training includes the complete text of the post, not just certain keywords, and therefore offers much more sophisticated filtering capability then a keyword exclusion approach to filtering.

[[Image:BaysFilter855.png|thumb|right|320px]]

You can train a Bayesian filter using any campaign. Choose a campaign with some social contacts and open the Settings page to select the Bayesian filter you want to train. Then Save and close the Setting page. This puts you in training mode.

The name of the filter you've selected is at the top left of the Home tab, and you see a "+" and "-" button for each social contact. Click the "+" to "Train In" the social contact, indicating that this is the type of contact you would like the Filter to keep in the Campaign. Click the "-" to "Train Out" the social contact, indicating that this is the type of contact you would like the filter to reject.

The training does not impact the campaign until you [[#Add_and_Editing_Campaigns|edit the campaign]] and move the filter from Available to Selected.

As a best practice, create a test campaign that mirrors an existing "in production" campaign. Add several feeds to the test campaign - some that you know will have relevant posts and some with irrelevant posts. Create the filter and set the test campaign to training mode. The more you train the filter, the better the filter will perform, so it is important to do a significant amount of training before applying your filter to the "production" campaign.

[[#CONTENTS|'''Back to Contents''']]

=== Author Filters ===

View a [http://www.youtube.com/watch?v=9RafH_8KV5c&hd=1 video] about using Author Filters. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

 The Author filter allows you to exclude specific social-contact authors. Social contacts posted by an author identified in an Author filter do not enter a campaign. For example, you may want to filter out your own posts or posts from team members.

Configuring an Author filter keeps your posts from showing up in your campaign and therefore reduces the number of posts you need to handle. It also improves the accuracy of the reporting metrics by excluding your own posts.

[[#CONTENTS|'''Back to Contents''']]

=== Script Filters ===

A script filter is custom code that system developers can create in the Groovy Scripting language. A script filter can apply tags, can change content, and can integrate with external systems to leverage services such as performing translation or invoking a Klout score for a social contact retrieved from a Twitter Account feed.

You can upload multiple Groovy scripts and attach each to a SocialMiner Script filter. There are examples of script filters in the SocialMiner Developers Guide and on the Cisco Developer Network (CDN).

The SocialMiner Administrator can add, import, edit, and delete Script Filters. Non-administrators can only see Script Filters on the Configuration tab and can use them (add them to campaigns).

SocialMiner runs scripts in Groovy 1.8.

'''Note:''' During the upload, SocialMiner performs a basic syntactic validation but cannot validate that the script will work as expected. For this reason, test your scripts on a lab system before using them in production. SocialMiner also performs security checks on each script. For example, a script does not run if it shuts down the system, takes longer than 30 seconds to execute, or accesses the SocialMiner file system.

For more on Script Security, see the ''SocialMiner Developer Guide''. Scripts errors are visible when you hover the cursor over the filter icons on the [[#Filters|Filters gadget.]] You can also open the Runtime Error logs in the [[#System_Logs|Log Directory]] to view the list of security breaches. Under the filename "runtime/", open the Error-runtime log and search for SCRIPT_FILTER_EXCEPTION.

[[Image:SocialMinerLogs.png|thumb|none|202px]]

You will be able to upload scripts that fail the security model and apply them to campaigns, but they will have no effect on the social contacts. The [[#Filters|Filters gadget.]] will show a red (failure) icon for the insecure script.

[[#CONTENTS|'''Back to Contents''']]

== Adding and Editing Filters ==

'''To add a Bayesian filter:'''

#Click Add.
#Select Type—Bayesian from the drop-down—Required.
#Enter a Name—Required. Name must be unique.
#Enter a Desciption—Some text to describe this filter.
#Click Save.

'''To edit a Bayesian filter,''' click the filter's name.

'''To add an Author filter:'''

#Click Add.
#Select Type—Author from the drop-down—Required.
#Enter a Name—Required. It must be unique.
#Enter a Description—Some text to describe this filter.
#Authors—Required. Enter an author to exclude from the feed; then click Add, Repeat to add another author.
#Click Save.

'''To edit an Author filter,''' click the filter's name.

[[#CONTENTS|'''Back to Contents''']]

'''To add a Script filter:'''

#Click Add.
#Select Type—Script from the drop-down—Required.
#Enter a Name—Required. It must be unique.
#Enter a Description—Some text to describe this filter.
#Click the Browse/Choose File button—Required. Button name varies by browser. Navigate to the groovy file on your local machine or network. Select it.
#Click Save.

'''To edit a Script filter,''' click the filter's name.

Click the Show Source button to open the groovy script file in a separate window where you can review and select/copy (but cannot edit) the source. You can also upload a new script file in Edit mode. If you do this, you can retain or change the Name and Description, as needed.

[[#CONTENTS|'''Back to Contents''']]

== Deleting Filters ==

Select the check box to the left of one or more Filter Names and click Delete to delete the filter. A confirmation dialog box opens. Click OK to confirm deletion of the selected filter(s).

[[#CONTENTS|'''Back to Contents''']]

= System Administration =

Only the SocialMiner Administrator, who is the Application User created during install time, can use this gadget on the Administration Tab.

[[Image:Systemadmin1111.png|thumb|right|250px]] The System Administration gadget on the Administration tab provides the following system configuration and serviceability tools:

*[[#System_Status_and_Statistics|System Status and Statistics]]
*[[#Active_Directory|Active Directory]]
*[[#Mail_Notifications_Server|Mail Notifications Server]]
*[[#Proxy_Settings|Proxy Settings]]
*[[#XMPP_Notifications_Server|XMPP Notifications Server]]
*[[#Purge_Settings|Purge Settings]]
*[[#Reporting_Configuration|Reporting Configuration]]
*[[#RTMT_Download_Links|RTMT Download Links]]
*[[#Platform_Administration|Platform Administration]]
*[[#System_Logs|System Logs]]

 

== System Status and Statistics ==

The top section of the gadget has three sections of system status and statistical information:

*Version Information showing the Application Software Version (the version of SocialMiner) and the Operating System Active and Inactive Software Versions (the version of the Cisco Unified OS).

*Server status for the main services—Datastore, Indexer, Runtime, and Eventing—and for 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). If the Mail Notifications Server and the external XMPP Notifications Server (used for Instant Messaging notifications) are configured, you also see the status of those servers.

*Three graphical meters showing the number of incoming social contacts per hour, the number of logged-in users, and the disk usage level. The meters help you determine if server is nearing any limits. If a meter is completely red; consider asking users to log out, modifying your feeds to reduce the number of incoming social contacts, or increasing your disk allocation. See the CHAT section for more information on calculating a suitable amount of disk allocation.

[[#CONTENTS|'''Back to Contents''']]

== Active Directory ==

SocialMiner uses Active Directory to manage and administrate 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 be able to access SocialMiner.

The Active Directory connection permits users configured on the AD to access SocialMiner. You can configure the connection to allow all users on the AD to access SocialMiner, or to allow access to only a 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 implement that by configuring SocialMiner to authenticate with a specific role. If SocialMiner is authenticated with a specific Active Directory role, then only those Active Directory users with that role can use SocialMiner.

 To configure Active Directory, open the Administration gadget and click Edit. Enter or modify the following fields. Click Save when finished.

*'''Enabled''': (checkbox) When checked, the Active Directory connection is active. If not checked, then only the administrator can log into SocialMiner.
*'''Host''': Required if Enabled is checked. Provide the Host name or IP address and Port of the Active Directory server.
*'''Port''': Required if Enabled is checked. Provide the port for Active Directory. The default Active Directory port is 3268. If using SSL the default port is 3269.
*'''Use SSL''': (checkbox). Check to use SSL. You must also exchange security certificates with the AD server before SSL can work.
*'''Manager Distinguished Name''': Required if Enabled is checked. Enter the Manager Distinguished Name used to login to the Active Directory server, for example, on a default installation of Microsoft AD, the name is :''<tt>CN=Administrator, CN=users, DC=MYSERVER, DC=COM</tt>''. 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 Active Directory role or Active Directory group of users who are allowed to access SocialMiner. If this setting is blank or * then all users in Active Directory are allowed access to SocialMiner.

[[#CONTENTS|'''Back to Contents''']]

=== Exchanging Security Certificates with AD ===

To enable SSL for the Active Directory 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 Active Directory server:

#Verify that the Active Directory has the Certificate Services service installed.
#Select '''All Programs > Administrative Tools > Certificate Authority'''.
#Expand the domain node and select '''Issued Certificates'''.
#Double click the certificate to open it.
#Open the '''Details''' tab and click '''Copy to file'''.
#An Export wizard opens. In the wizard select '''DER encoded binary'''.
#Use the wizard to select a location to save the file.
#Click '''Finish'''.

On the SocialMiner Server:

#Open the Unified Operating System Administration page. The link is available from the System Administration gadget (on the Administration tab) under the Platform Administration drawer.
#Select '''Security > Certificate Management'''.
#Click '''Upload Certificate'''.
#For the Certificate Name, select '''tomcat-trust'''.
#In the Upload File field, select the file to upload by clicking '''Browse...''' Select the certificate file you saved from the Active Directory server.
#Click '''Upload File'''.
#Restart the Cisco Tomcat service. Using the CLI, run the command utilities service '''restart Cisco Tomcat'''.

[[#CONTENTS|'''Back to Contents''']]

=== Adding Users ===

The Administration user (configured at install) and Reporting user accounts are the only accounts explicitly configured on SocialMiner. The social media customer care representatives are configured in Microsoft Active Directory. As these users sign into SocialMiner, successfully authenticate against Active Directory, and begin to take actions on the system, their actions are associated with their Active Directory User ID.

[[#CONTENTS|'''Back to Contents''']]

== Mail Notifications Server ==

Mail Notifications Server settings allow you to configure the SMTP information for a Mail Notifications Server. You must configure a Mail Notifications server if you intend to use the email notification feature.

To configure the Mail Notifications server, click Edit at the bottom of the Mail Notifications server setting and edit the following:

*Enabled: Check to enable the Mail Notifications server connection
*Mail Notifications Server Host: Required if Enabled is checked. The IP address or Hostname of the Mail Notifications Server.
*Mail Notifications Server Port: Required if Enabled is checked. The port for the Mail Notifications Server. This is set for port 25 by default. The Mail Notifications server may open port 465 instead for SSL/TLS connections. For example, the Gmail SMTP server (smtp.gmail.com) uses port 465.
*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. The following two fields are editable only when Use Authentication is checked.
*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 unchecked. Check this if a secure connection is preferred and is supported by the Mail Notifications Server. The Mail Notifications Server certificate is not validated for this release. You must check this if you are using the Gmail SMTP server (smtp.gmail.com).

Click '''Save''' to save your changes.

[[#CONTENTS|'''Back to Contents''']]

== Proxy Settings ==

[[Image:SocialMinerFeedsProxySettings.png|thumb|right|300px]]

Consult your Network Administrator for the proxy name and port. The same proxy is used across all feeds.

The link for proxy settings is available in the Administration gadget.

To configure the proxy, click the Proxy Configuration link, and edit the following field. Click '''Save''' when finished.

*'''Enable Proxy''' (checkbox)—When checked, feeds are accessed through the provided proxy server.
*'''Hostname'''—Required when Enable Proxy is checked. The IP address or hostname of the proxy server.
*'''Port'''—Required when Enable Proxy is checked. The port for the proxy server.
*'''Exclusion Patterns'''—You can add and remove hostname or IP addresses for servers not requiring a proxy.
**To add an exclusion, type the exclusion into the text box and click Add.
**To remove an exclusion, click the red X to the right of the exclusion.
**Wildcards are supported, for example *.cisco.com excludes all servers with a cisco.com hostname and 10.86.* excludes all IP addresses starting with 10.86

Click Save to save the settings and return to the Feed gadget page.

'''Notes''':

*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 a http/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.

[[#CONTENTS|'''Back to Contents''']]

== XMPP Notifications Server ==

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, click Edit at the bottom of the XMPP Notifications Server setting and edit the following:

*Enabled: Check to enable the XMPP Notifications Server connection
*XMPP Service Lookup: Check to enable XMPP Service Lookup. When enabled, the User Name's domain is used to connect to the correct XMPP Notifications Server.
*XMPP Notifications Server Host: The IP address or Hostname of the XMPP Notifications Server. This does not apply if XMPP Service Lookup is checked.
*XMPP Notifications Server Port: The port for the XMPP Notifications Server. This is set for port 5222 by default. This does not apply if XMPP Service Lookup is checked.
*User Name: The user name (in full JID format, such as user@domain.name), which is used to sign in to the XMPP Notifications Server.
*Password: The password for the above User Name. NOTE: If you change your XMPP password for any reason—intentionally or to comply with network policy—change it here.

Click '''Save''' to save your changes.

Note: A small lock icon appears in the bottom left of the agent chat interface and in the bottom right of the campaign results interface to indicate the status of the XMPP connection. The lock is greyed out of there is no connection.

[[#CONTENTS|'''Back to Contents''']]

== Purge Settings ==

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

'''Important'''! Purge settings take effect as soon as you click '''Save'''. If any of the criteria are met, such as Emergency purge when disk usage exceeds (%), the purge starts immediately.

To configure purge settings, click Edit at the bottom of the purge settings tool and edit the following:

'''DataStore Purge Settings:'''

*Purge Social Contacts older than (days): Social contacts older than this number of days are purged. Values must be integers (no decimals).
*:'''Important!:''' SocialMiner will not retrieve social contacts older than this setting.
*Emergency purge when disk usage exceeds (%): Begin an emergency purge if disk usage exceeds this value. Valid values are 60 - 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.

[[#CONTENTS|'''Back to Contents''']]

'''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 reporting purge starts.

Click '''Save''' to save your changes.

[[#CONTENTS|'''Back to Contents''']]

== Reporting Configuration ==

Reporting configuration allows you to set or change the Informix password for the reporting user. You cannot change the reporting user's username. It is set to "reportinguser".

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, enter a new password in each of the password fields and click '''Save'''.

This section also displays the Reporting Server and Database information. 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).
*Username—The reporting username is fixed at "reportinguser" and cannot be changed.
*Password/Re-enter New Password—The password for the reporting user.

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

[[#CONTENTS|'''Back to Contents''']]

== RTMT Download Links ==

Links are provided to download the Unified Real Time Monitoring Tool (RTMT). SocialMiner uses the same RTMT as the one used for Unified Communications Manager.

Details on Installing and Configuring RTMT can be found on the Cisco web site: [http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/service/8_0_1/rtmt/rtinst.html Installing and Configuring Cisco Unified RTMT]

[[#CONTENTS|'''Back to Contents''']]

== Platform Administration ==

Platform Administration 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''
*''Disaster Recovery System''—Use tools on this interface to back up and restore.

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

 [[#CONTENTS|'''Back to Contents''']]

== System Logs ==

The System Logs tool provides links to access the Log Directory of SocialMiner or to perform a System Health Snapshot.

'''Important!''' Do not click 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.

[[#CONTENTS|'''Back to Contents''']]

= Notifications =

Only the SocialMiner Administrator, who is the Application User created during install time, can use this gadget on the Administration Tab.

'''VIDEO:''' View a [http://www.youtube.com/watch?v=gqhkQlHW4Cs&hd=11 video] about configuring instant message notifications. View a [http://www.youtube.com/watch?v=I_GbeTwt7zo&hd=1 video] about configuring email notifications. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

The Notification gadget on the Administration Tab lets you view, delete, edit, and add notification rules. Set up notification rules to send messages in reference to tagged social contacts.

If a reply template is associated with the social contact for which the notification is sent, the person who clicks the link in the IM or email opens SocialMiner to that reply template.

You can also send notifications to a mobile phone using an SMS Gateway service. Here is a list of [http://en.wikipedia.org/wiki/List_of_SMS_gateways SMS Gateways by carrier.]

'''Notes:'''

Establishing a notification rule for email requires that the administrator has configured a [[#Mail_Notifications_Server|Mail Notifications Server]] in the System Administration gadget.

Establishing a notification rule for IM requires that the administrator has configured an [[#XMPP_Notifications_Server|XMPP Notifications Server]] in the System Administration gadget.

Notifications are triggered by tags. For email and IM, you have set up tags for social contacts. See [[#Tagging_Social_Contacts|Tagging Social Contacts on the Home tab]] and [[#Automatic_Tags_for_Feeds|Automatic Tags]].

IM and email notifications do not accept replies. The intent is to notify, not to open a dialog.

Auto-tagging or adding multiple tags at the same time (in one operation) generates multiple notifications to the same recipients list.

 Using the Notification Gadget you can

*Delete a notification by checking the box next to the notification name and clicking Delete.
*Edit a notification by clicking the notification's name.
*Add a notification by clicking Add.

To configure a notification, provide or edit the following fields in the Notification gadget.

#Type—Required. The type of notification. Notifications can be:
##Email—Notification is sent over email - A Mail Server must be configured in the System Administration gadget to send Email notifications.
##IM—Notification is sent over IM - An XMPP Notifications Server must be configured in the System Administration gadget to send IM notifications.
##HTTP—Reserved for developer applications that deliver social contact data to an external application.
#Name—Required. The name of the notification.
#Description—A brief description of the notification.
#Campaign—Required. Select a campaign to which you are associating this notification.
#Tag—Required. Enter a tag for this notification and click '''Add'''. Repeat for each tag. Notifications are sent when a social contact is tagged with this tag and exists in the Campaign above. To remove a tag, click the x at the right of the field.
#Addresses—Enter an address and click '''Add''' to add an address to this notification. Repeat for multiple addresses. Addresses must be in the format <tt>user@domain.com</tt>. Used only for Email and IM Notifications, for which it is Required. To remove an address, click the x at the right of the field.
#Subject—The email subject for this notification. This field is only available for Email notifications. Subject is optional and is blank by default. As a best practice, enter a subject for email notifications.
#Body—The body for this notification. HTML tags are supported for Email Notifications. IM notifications are sent using plain text. The body of the message supports variables so you can customize the information sent in the notification. See "Notification Body Variables" below.

[[#CONTENTS|'''Back to Contents''']]

== Notification Body Variables ==

The notification body for emails and instant messages can contain keywords in the syntax ${KEYWORD}. These keywords will be replaced with values from the Social Contact. Keywords are listed here in uppercase, but they are case-insensitive.

By default, the body of the message contains the URL of the social contact—the '''${SC_SCREEN_URL}'''. You can add the following variables to the body of the notification to include the value of the variable in the notification. For Email Notifications, you can also use HTML tags to stylize the notification. IM notifications are sent using plain text.

*${SC_AUTHOR}—the Social Contact Author (not available in all feeds)
*${SC_CREATED_DATE}—Date the Social Contact was created in the system.
*${SC_DESCRIPTION}—The description of the social contact. Typically this is the tweet, RSS post, facebook fan page post, etc.
*${SC_PUBLISHED_DATE}—The publish date of the social contact (not available in all feeds)
*${SC_SCREEN_URL}—The URL to the social contact in the results gadget. Clicking this URL allows you to instantly reserve/reply to the social contact.
*${SC_SOURCE_TYPE}—The feed type of the social contact, for example; RSS, Twitter Stream, Twitter Account, FaceBook
*${SC_TAGS}—The tags for this social contact.
*${SC_TITLE}—The title of the social contact.
*${SC_EXTENSION_FIELDS.<fieldname>}—This variable adds a specific, named extension field for the social contact. You can add a maximum of 100 extension fields, up to one megabyte of information.
*${SC_EXTENSION_FIELDS}—This variable adds all extension fields that exist for the social contact. They appear in the body in alphabetical order by name, in the format ''Name: Value''. If no value was defined, you see ''Name: (—)''. If there are no extension fields, the variable is removed from the message body.

If the body an email notification includes:

:The author of this Social Contact is: ${SC_AUTHOR} 
:The message contents are as follows: ${SC_DESCRIPTION} 
:You can Reserve/Reply to the Social Contact <a href="${SC_SCREEN_URL}">here</a>.

The actual email notification sent appears as

The author of this Social Contact is: Joe Somebody
The message contents are as follows: This is a TWEET!
You can Reserve/Reply to the Social Contact here.

[[#CONTENTS|'''Back to Contents''']]

= Reply Templates =

Only the SocialMiner Administrator, who is the Application User created during install time, can use this gadget on the Administration Tab.

The SocialMiner Reply Templates gadget on the Administration Tab lists available Reply Templates. The gadget displays the three installed system-provided templates and lets you configure custom reply templates to be used with the system.

'''System Templates''': The three system-defined templates cannot be edited or deleted. They are

*Cisco Twitter—Used for [[#Twitter_Account_Feed_Type|Twitter Account]] and [[#Twitter_Stream_Feed_Type|Twitter Stream]] feeds only, for which it is the default option. This template opens when you reply to a tweet on the Home tab. Before you send your reply, you have the option to save your response and have it reviewed.

*Cisco Facebook—Used for [[#Facebook_Fan_Page_Feed_Type|Facebook Fan Page feeds]] only, for which it is the default option. This template opens when you reply to a Facebook Fan Page on the Home tab. Before you send your reply, you have the option to save your response and have it reviewed.

*Cisco Chat—Used for [[#Chat_Feed|Chat Feeds]] only, for which it is the default option. This template opens the chat room for the agent and displays a connection message to the customer.

'''Custom Templates''': An administrator can develop custom reply templates and use them for RSS, Twitter, or Facebook feeds. Until you create a custom template, ''No reply template'' is the only reply template option for a Push or RSS feed.

'''To add a custom template:'''

#Click Add.
#Enter a name (Required).
#Enter the URL for the location of the custom template code (Required).

An example of code for a reply template is provided on the system at
<pre>http://<servername>/templates/reply/custom_reply_sample.jsp</pre>
The source code is commented and provides details on the SocialMiner javascript functions required.

See also [http://docwiki.cisco.com/wiki/SocialMiner_Labs#Lab_10_Create_a_custom_reply_template the Custom Reply training lab].

'''To delete a custom template:'''

#Select it.
#Click Delete.
#Confirm the deletion.

Reply templates must conform to the OpenSocial gadget standard. Some tips for converting existing HTML pages into OpenSocial gadgets can be found [http://code.google.com/apis/gadgets/docs/fundamentals.html#Existing here.]

After you have created your Reply Template, host it on a webserver that is accessible by SocialMiner, and use the Reply Template gadget to provide a name for the Reply Template and its location.

[[#CONTENTS|'''Back to Contents''']]

== Customer Chat ==

*[[#Chat_Process|Chat Process]]
*[[#Chat_Behavior|Chat Behavior]]
*[[#Chat_Errors|Chat Errors]]

 SocialMiner supports a maximum of 120 (in a small deployment) and 400 (in a large deployment) simultaneous single-session chats between a customer and an agent. The customer is an individual who submits the chat form on your website. The agent is an individual who uses SocialMiner to respond to social contacts in a campaign that is set up with a chat feed.

For a chat to occur, there must be at least one SocialMiner [[#Chat_Feed|Chat Feed]], and the feed must be added to a campaign.

=== Chat Process ===

This is the flow of the chat process.

'''The SocialMiner Administrator:'''

*Creates and saves a Chat Feed in SocialMiner, using the Cisco Chat reply template
*Adds the Chat Feed to a campaign
*Copies the Chat Feed sample code and pastes it in a text editor
*[[#Modifying_the_Sample_code_for_a_Chat_Feed|Makes changes to the code, if needed]]
*Saves the code as HTML
*Publishes the HTML to a website

'''The customer:'''

*Selects a Click-to-Chat (or similar) link or button on the website to open the chat feed form
*Completes the form and submits it

The customer sees a welcome message asking them to wait while they are connected to a customer care representative.

If no agent responds before a defined timeout, the customer is sent a message indicating that they can continue waiting or try again later. If an error occurs during setup, the customer is sent a message indicating that chat is not available and to try again later.

'''SocialMiner:'''

*Sets up a chat session and creates a social contact in SocialMiner with the form data, the URL of the chat session, and the URL of the chat reply template that serves as the chat gadget interface
*Generates a chat, which appears in the chat campaign

'''The agent:'''

The agent clicks the Reply icon for the social contact to enter the chat session and to display the Agent Chat Reply template (similar to the example shown here). Information about the customer is displayed on the left side of the screen. The agent can increase or decrease the size of the font in the chat window using the font sizing buttons or with keystroke combinations ctrl+shift+] for increase and ctrl+shift+[ for decrease.

[[Image:AgentChatUIwithfonticons.png|450 px]]

A customer chat interface opens when an agent joins. The Chat interface supports accessibility by using the JAWS ‘highlighted text’ functionality. With JAWS configured to read highlighed text and Accessibility mode enabled, incoming chat messages and other events are highlighted briefly so JAWS can announce them. Customers enable Accessibility mode using keystroke combination ctrl+shift+S.

Customers can increase or decrease the size of the font in the chat window using the font sizing buttons or with keystroke combinations ctrl+shift+] for increase and ctrl+shift+[ for decrease.

[[Image:Custchatui.png|450 px]]

The conversation between the agent and customer begins and the social contact state changes to Reserved.

After the conversation is complete, the customer can leave the chat by closing their browser window or by navigating to another url from the chat window browser. (If a customer refreshes the chat window browser, the chat session will end just like navigating away or closing the browser.)

The agent can close the chat window by clicking the End button or using the keystroke combination ctrl+shift+E.

[[#CONTENTS|'''Back to Contents''']]

=== Chat Behavior ===

In the Chat session interface:

*Each party types a message and presses '''Enter'''. The agent receives the customer's message immediately. The customer receives the agent's response within five seconds, based on the timing of the response in relation to the five-second polling interval.
*The agent sees a time marker next to each customer entry.
*URLs and email addresses are actionable links.
*When the agent ends the chat; the chat session is removed, the customer receives an end of conversation message, and the social contact state changes to Handled.
*Once chat starts, there is no timeout for the agent but there is user-defined customer inactivity timeout. A customer who does not send a message for five minutes is removed from the chat session.
*Agents who navigate away from a chat - for example, to consult a web page - can reconnect as follows: select '''Reply''' to change the social contact state back to Unreserved, select '''Reply''' again to reserve the social contact, and rejoin the chat.
*After a chat ends, agents can search for the chat session transcript using the interface on the Search tab.

[[#CONTENTS|'''Back to Contents''']]

=== Chat Errors ===

If the server goes down, or if cookies are cleared on the customer side, the customer sees a "Connecting to server..." message, followed by an "Error connecting to server" message.

See [[#Provisioning|Provisioning]] for information on system limitations for chat that, if exceeded, may also cause chat errors.

= SocialMiner Reporting =

SocialMiner maintains metrics on social contact volume and agent activities. These metrics are stored in a [http://en.wikipedia.org/wiki/SQL SQL] database for up to 18 months. The reporting database can be accessed using any SQL reporting tool including CUIC. Access to this database requires configuration of a reporting user in the SocialMiner system administration.

There are two main categories of reports:

*Campaign Reports - These metrics provide an indication of the total posting volume by customers as well as the responsiveness to customers. These are what could be described as "customer facing" metrics.
*Agent Reports - These metrics provide an indication of the agent productivity. These metrics could be used to evaluate agent speed or they could be used to measure total workload as a basis for staffing forecasts.

The CUIC templates for SocialMiner are available for download here: http://www.cisco.com/cisco/software/release.html?mdfid=283613136&catid=278875240&softwareid=283733464

'''Note''': For CUIC releases prior to 8.0(3), you must extract the templates from the zip file before importing them into CUIC. For release 8.0(3) and later, you can import the zip file directly and CUIC extracts all the templates it finds inside the zip file.

The following screen captures are examples of the CUIC Reports daily reports:

[[Image:SocialMiner Campaign Daily Report.jpg|center|800px|SocialMiner Campaign Daily Report]]

*ASR - Average Speed of Reserved. For the social contacts that were Reserved, this is the average time between capture by SocialMiner and the time they are marked as reserved. This provides an indication of how much time passes before someone first views the customer's post.
*ASA - Average Speed of Answer. For the social contacts that were Handled, this is the average time between capture by SocialMiner and the time they are marked handled. This provides an indication of how of how much time passes before the customer gets a response.
*ASD - Average Speed of Discard. For the social contacts that were Discarded, this is the average time between capture by SocialMiner and the they are marked discarded. This provides an indication of how much time passes before someone chooses to discard the customer's post. Note: "Discard" doesn't necessarily mean the post is disregarded. The distinction between "Discard" and "Handled" depends on how the agents are using SocialMiner. For example, they might mark posts that are read as "discarded" and posts that are responded too as "handled". In this case, discarded means that they were "read".

 [[Image:SocialMiner Agent Daily Report.jpg|center|800px|SocialMiner Agent Daily Report]]

 The complete SocialMiner reporting database schema is documented in the [http://developer.cisco.com/web/socialminer SocialMiner Developer Guide]

 

*AHT - Average Handle Time. For social contacts that were handled by this agent, this is the average time between Reserved and Handled. This provides and indication of how much time it takes this agent to respond to a social contact.
*ADT - Average Discarded Time. For social contacts that were discarded by this agent, this is the average time between Reserved and Discarded. This provides an indication of how much time it takes this agent to discard a social contact.
*ACT - Average Completed Time. For social contacts that were Handled or Discarded, this is the average time between capture by SocialMiner and the first time they were marked Handled or Discarded. This provides an indication of how of how much time it takes for this agent to complete work for a social contact.

[[#CONTENTS|'''Back to Contents''']]

== Configuring the SQL Connection to the SocialMiner Reporting Database ==

Connection to the SocialMiner Informix reporting database can be made through JDBC using the following format:

<tt>jdbc:informix-sqli://<hostname>:<port>/<databasename>:INFORMIXSERVER=<informixserver>;user=<informixuser>;password=<informixpassword>;</tt>

*The reporting database <port> is 1526.
*The <databasename> is "mmca_data".
*The <informixserver> name is based on the hostname of the server with <tt>_mmca</tt> append to the end of the hostname. Additional, any dashes ("-") in the hostname are replaced by underscores ("_").
*The UTF-8 Charset is required to get CUIC able to connect.
*The content of INFORMIXSERVER is the instance name. It must be lowercase.
*The database host can be socialminer with all lowercase and the instances must also be lowercase.

For example, if your server's hostname is my-server.mycompany.com, then the INFORMIXSERVER name is <tt>my_server_mmca</tt>. The complete JDBC URL is:

<tt>jdbc:informix-sqli://my-server.mycompany.com:1526/mmca_data:INFORMIXSERVER=my_server_mmca;user=reportinguser;password=<informixpassword>;</tt>

When authenticating, the informix username is always <tt>reportinguser</tt> and the informix password is the password you created in the Administration Gadget.

[[#CONTENTS|'''Back to Contents''']]

= Downloading and Installing Language Packs =

Download and install language packs only if you require the SocialMiner interface in a language other than English.

A downloadable zip file of internationalized SocialMiner user interface and online help files is available on [http://www.cisco.com cisco.com].

The filename is of the format "SocialMiner-languagePack-x.x.x.zip.

Downloading and unzipping the file gives you 18 language packs with the file extension of "##.cop.sgn". The zip file also contains a Readme.txt with instructions on installing COP files.

The authorization process for File Download has changed. You may need to access [http://eman-core.cisco.com/SERVICE/OnRamp/index.pcgi OnRamp] to request Software Download Access. (New Account Request -> Request For Myself -> Customer Advocacy -> Software Download and Special File Publishing Access -> Software Download Access)

'''IMPORTANT''': Do not change the name of the files.

{| border="1" cellspacing="1" cellpadding="1" width="400"
|-
! scope="col" | Language
! scope="col" | LanguagePack example filename
|-
| Chinese (Simplified)
| ccp-language-zh_CN-8.5.3.1000-1.cop.sgn
|-
| Chinese (Traditional)
| ccp-language-zh_TW-8.5.3.1000-1.cop.sgn
|-
| Danish
| ccp-language-da_DK-8.5.3.1000-1.cop.sgn
|-
| Dutch
| ccp-language-nl_NL-8.5.3.1000-1.cop.sgn
|-
| Finnish (France)
| ccp-language-fi_FI-8.5.3.1000-1.cop.sgn
|-
| French (France)
| ccp-language-fr_FR-8.5.3.1000-1.cop.sgn
|-
| French (Canadian)
| ccp-language-frCAFR-8.5.3.1000-1.cop.sgn
|-
| German
| ccp-language-de_DE-8.5.3.1000-1.cop.sgn
|-
| Italian
| ccp-language-it_IT-8.5.3.1000-1.cop.sgn
|-
| Japanese
| ccp-language-ja_JP-8.5.3.1000-1.cop.sgn
|-
| Korean
| ccp-language-ko_KR-8.5.3.1000-1.cop.sgn
|-
| Norwegian
| ccp-language-nb_NO-8.5.3.1000-1.cop.sgn
|-
| Polish
| ccp-language-pl_PL-8.5.3.1000-1.cop.sgn
|-
| Portuguese (Brazil)
| ccp-language-pt_BR-8.5.3.1000-1.cop.sgn
|-
| Russian
| ccp-language-ru_RU-8.5.3.1000-1.cop.sgn
|-
| Spanish
| ccp-language-es_ES-8.5.3.1000-1.cop.sgn
|-
| Swedish
| ccp-language-sv_SE-8.5.3.1000-1.cop.sgn
|-
| Turkish
| ccp-language-tr_TR-8.5.3.1000-1.cop.sgn
|}

[[#CONTENTS|'''Back to Contents''']]

= System Backup and Restore =

SocialMiner supports the Unified OS ''Disaster Recovery System'' (DRS) to perform backup and restore of the system. You access the Disaster Recovery System by going to the Administration Gadget, expanding the section on '''Platform Administration''', and then selecting the link for '''Disaster Recovery System'''.

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

You can manually back up your system using DRS, or schedule DRS to perform automatic backups.

Details on using DRS are available in the DRS online help and in this guide: http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/drs/8_0_1/drsag801.html.

== Quick Manual Backup Instructions ==

These instructions provide quick instructions to create a manual backup. You can also schedule backups to run automatically. The system is not usable during a backup and new social 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.

To perform a manual backup:

=== Define Backup Device ===

#Access the Disaster Recovery System by going to the Administration Gadget, expanding the section on '''Platform Administration''', then selecting the link for '''Cisco Disaster Recovery System'''.
#Select '''Backup''' > '''Backup Device'''.
#On the Backup Device List page, select '''Add New'''.
#Provide a '''Device Name''' for the backup device. SocialMiner only supports backing up to a Network Directory, provide the Network Directory details for a server that supports SFTP.
#Provide the Number of backups to store on the Network Directory value. The default is two, so only the two latest backups are preserved.
#Click '''Save''', the system verifies the information you entered and saves the backup device.

The backup device is now saved. You do not need to repeat these steps the next time you back up the system unless you want to back up to a different device or change backup device settings.

=== Backup the System to the Backup Device ===

#Access the Disaster Recovery System by going to the Administration Gadget, expanding the section on '''Platform Administration''', and then selecting the link for '''Disaster Recovery System'''. Log in using the platform credentials you supplied when you installed SocialMiner.
#Select '''Backup''' > '''Manual Backup'''.
#Select the Backup Device you created earlier from the pull down menu in '''Select Backup Device'''.
#In '''Selected Features''' check '''SOCIALMINER'''.
#Click '''Start Backup'''.
#A warning appears indicating that you may need to use the security password to restore. Click '''OK'''. The backup begins.
#The backup page refreshes periodically providing the status of the backup. The page also displays the name of the backup tar file that is being saved to the remote system.
#After the backup completes, wait a few minutes before using SocialMiner so the SocialMiner system can restart subsystems shutdown during the backup.

=== Restoring from a Backup File ===

#Access the Disaster Recovery System by going to the Administration Gadget, expanding the section on '''Platform Administration''', and then selecting the link for '''Disaster Recovery System'''. Log in using the platform credentials you supplied when you installed SocialMiner.
#Select '''Restore''' > '''Restore Wizard'''.
#Select the backup device from the drop-down menu and select '''Next'''.
#Select the backup file you want to restore for the ''Tar file list'' drop-down menu and select '''Next'''.
#Check '''SocialMiner''' in the ''Select Features'' section and select '''Next'''.
#Read the warning on the page. Optionally select '''File Integrity Check''', then select the Server to be restored (typically the host name of the backed up system). Click '''Restore'''.
#The restore page refreshes periodically providing the status of the restore.
#After the restore finished, restart SocialMiner.

[[#CONTENTS|'''Back to Contents''']]

= Design Guidance =

Topics:

*[[#Advanced_UI_Options|Advanced UI Options]]
*[[#Command_Line_Interface|Command Line Interface]]
*[[#Deployment_Models|Deployment Models]]
*[[#Hardware_and_Software_Specifications|Hardware and Software Specifications]]
*[[#Ports|Ports]]
*[[#Obtaining_a_CA-Signed_Certificate|Obtaining a CA-Signed Certificate]]
*[[#Avoiding_certificate_warning|Avoiding certificate warning]]
*[[#Avoiding_Login_Overlays_if_Reply_Template_Container_Loads_in_IFRAME_in_IE|Avoiding Login Overlays if Reply Template Container Loads in IFRAME in IE]]
*[[#Provisioning|Provisioning]]
*[[#SocialMiner_User_Accounts_and_Security|SocialMiner User Accounts and Security]]
*[[#Twitter_Accounts_and_Security|Twitter Accounts and Security]]
*[[#VMware_Open_Virtual_Format_.28OVF.29|VMware Open Virtual Format (OVF)]]

== Advanced UI Options ==

The SocialMiner user interfaces are designed to be embedded in other web application user interfaces.

If your web site or application doesn't support OpenSocial, then add SocialMiner to a web page by using an iFrame (for example). With this technique you can make a frame sized to show one of the SocialMiner web pages (like the campaign results gadget).

[[#CONTENTS|'''Back to Contents''']]

== Command Line Interface ==

To access the CLI for SocialMiner:

*SSH to the address for your SocialMiner server.
*Sign in with your administrator credentials.
*Type a ? at the admin: prompt to see the list of commands.

See [http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/cli_ref/8_0_1/cli_ref_801.html Cisco Systems CLI documentation].

Most CLI commands do not apply to, or have not been certified for SocialMiner.

[[#CONTENTS|'''Back to Contents''']]

== Deployment Models ==

Version 9.0 of SocialMiner has a single-server, all-in-one, small or large deployment model. You cannot use a load-balancing split data-center deployment. There is no replication. The solution is not redundant. The best availability solution for SocialMiner is to back it up at a second location using a scheduled backup. In the event of a site loss, you then restore into a new VM.

The server may be deployed inside or outside the corporate firewall in "Intranet" and "Internet" deployment models.

*The Intranet deployment model provides the additional security of the corporate network firewalls to reduce risk of an external party accessing the system. This deployment model is required if SocialMiner must access internal sites, such as an internal forum site. The downside of the Intranet deployment model is that SocialMiner system cannot be accessed by partners lacking VPN access. It is common for some public relation functions to be externally managed by an agency and offering easy access (no VPN) to the SocialMiner system is very useful. Also, the Intranet deployment model does not allow rendering of SocialMiner OpenSocial Gadgets in public Internet containers such as iGoogle. The Intranet deployment model complicates proxy configuration, however it simplifies directory integration.

*The Internet deployment model puts SocialMiner outside the corporate firewall. This deployment model relies on the built-in security capabilities of the SocialMiner appliance. This is acceptable from a security perspective depending on the system use and corporate policies. For example, in some applications the SocialMiner system handles 100 percent public postings and there is no disclosure risk associated with a compromised SocialMiner system. The Internet deployment model may complicate directory integration.

SocialMiner can be deployed where some users access the server through a firewall or proxy. For the customer chat interface, the SocialMiner server can be deplyoyed behind a proxy server or firewall to prevent it from being abused or limiting access for those outside the firewall.

[[#CONTENTS|'''Back to Contents''']]

== Hardware and Software Specifications ==

Cisco supports SocialMiner deployment on any hardware provided SocialMiner is installed within the Cisco provided VMWare OVF.

Possible server options include Cisco UCS servers such as:

{| border="1" cellspacing="0" cellpadding="5"
|-
! UCS Model
! SKU
|-
| C210-M2
| UCS-C210M2-VCD2
|-
| B200-M2
| UCS-B200M2-VCS1
|}

[[#CONTENTS|'''Back to Contents''']]

== Ports ==

'''Port 25''' is the default port for email.

'''Port 465''' is used by the mail server for SSL/TLS connections.

'''Port 443''' is used for a secure connection between the SocialMiner user interface and your browser.

'''Port 80''' is used by SocialMiner for unsecure communication with Twitter and Facebook APIs.

'''Port 7071''' is used for unsecure BOSH connections to the XMPP/Eventing server.

'''Port 7443''' is used for secure BOSH connections to the XMPP/Eventing server.

Your firewall configuration may need to be modified to open these ports for SocialMiner.

[[#CONTENTS|'''Back to Contents''']]

== Obtaining a CA-Signed Certificate ==

Each time you sign-in, you must obtain an application and root certificate signed by a Certificate Authority (CA) to eliminate browser security warnings.

Use the Certificate Management utility from Unified Operating System Administration.

Open Unified Operating System Administration from the '''Administration tab > Platform Administration'''. You can also use the URL
<pre>http://<servername>/cmplatform</pre>
where ''servername'' is the Name or IP address of the server. Sign in with your Administrator credentials.

 '''To obtain the certificates:'''

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

'''To upload the certificates:'''

#When you receive the certificates, open Unified Operating System Administration from the '''Administration tab > Platform Administration'''.
#Select '''Security > Certificate Management > Upload Certificate'''.
#Select the certificate name from the Certificate Name list.
#Upload the root certificate.
##In the Upload dialog box, select '''TomCat Trust''' from the dropdown.
##Browse to the file and click '''Open'''.
##Click '''Upload File'''.
#Upload the application certificate.
##In the Upload dialog box, select '''TomCat''' from the dropdown.
##Enter the full name (including the file extension) of the CA root in the Root Certificate text box.
##Browse to the file and click '''Open'''.
##Click '''Upload File'''.

See the Security topics in the Unified CM Operating System Administration online help.

'''After you upload the certificates:'''

#Sign out of SocialMiner.
#Restart the XMPP Service. (SSH to SocialMiner and use this [[#Command_Line_Interface|CLI:]] ''admin:utils service restart SocialMiner XMPP Server'').
#Restart Tomcat. (SSH to SocialMiner and use this CLI: ''admin:utils service restart Cisco Tomcat).''
#Sign in to SocialMiner.

[[#CONTENTS|'''Back to Contents''']]

== Avoiding certificate warning ==

To avoid the certificate warning message. make sure your DNS server is properly configured and you can resolve the fully qualified SocialMiner hostname to the SocialMiner IP address.

*If a DNS server is not present, then add an entry in your hosts file (in Windows, the path to the hosts file is %SystemRoot%\System32\drivers\etc\hosts).

Use the fully qualified hostname in the browser to access the SocialMiner server. (Do not use the IP address because it will not match the hostname in the certificate.)

Use a signed certificate from a trusted certificate authority (like Verisign).

*If you use a self-signed certificate (which is what is installed with SocialMiner), then follow the procedures below to avoid warnings in IE8 on Windows. Firefox launches a wizard to import certificates.

==== Download the certificate file. ====

*Open https://<SocialMiner Hostname> in IE8.
*If the certificate is not already imported, you see website's certificate warning page.
*Click on '''Continue to this website'''.
*You see a certificate error next to the address bar.
*Click on the certificate error and then click on '''View certificates'''. This opens a certificate dialog.
*On the Details tab, click '''Copy to a file'''.
*This launches the certificate export wizard. Keep all of the default settings and click '''Next'''.
*Specify a filename in "File to export" and finish the wizard.
*The certificate is now in the exported file.

==== Add certificates to the Trusted Root Certification Authorities store for a local computer. ====

*“Administrators” is the minimum group membership required to complete this procedure.
*Click '''Start''', then click '''Start Search'''. Type "mmc" and press Enter.
*On the File menu, click '''Add/Remove Snap-in'''.
*Under Available snap-ins, click '''Certificates''', then click '''Add'''.
*Under '''This snap-in will always manage certificates for''', click '''Computer account''', then click '''Next'''.
*Click '''Local computer''' and then click '''Finish'''.
*If you have no more snap-ins to add to the console, click '''OK'''.
*In the console tree, double-click '''Certificates'''.
*Right-click the '''Trusted Root Certification Authorities''' store.
*Click '''Import''' to import the certificates and follow the steps in the Certificate Import Wizard.

==== Add certificates to the Trusted Root Certification Authorities store for a domain. ====

*“Domain Admins” is the minimum group membership required to complete this procedure.
*Open Server Manager and under Features Summary, click '''Add Features'''. Select the '''Group Policy Management''' check box, click '''Next''', then click '''Install'''.
*After the Installation Results page shows that the installation of the GPMC was successful, click '''Close'''.
*Click '''Start''', point to '''Administrative Tools''', and click '''Group Policy Management'''.
*In the console tree, double-click '''Group Policy Objects''' in the forest and domain containing the Default Domain Policy GPO that you want to edit.
*Right-click the Default Domain Policy GPO, and click '''Edit'''.
*In the GPMC, go to Computer Configuration, Windows Settings, Security Settings and click '''Public Key Policies'''.
*Right-click the '''Trusted Root Certification Authorities''' store.
*Click '''Import''' and follow the steps in the Certificate Import Wizard to import the certificates.

 [[#CONTENTS|'''Back to Contents''']]

== Avoiding Login Overlays if Reply Template Container Loads in IFRAME in IE ==

When a SocialMiner reply template container loads in an IFRAME in Internet Explorer, a SocialMiner login overlay may appear even though SocialMiner successfully authenticated. If the page inside the IFRAME does not have a privacy policy, cookies are blocked (which is indicated by the red barred circle over the 'eye' icon in status bar). [[Image:Crossedouteye.png]] 

To permit cookies for SocialMiner:

1. Click the eye icon. The Internet Explorer privacy settings dialog box appears and displays the blocked cookie from SocialMiner. 2. Select the cookie and choose '''Always allow cookie from this website'''. 

For more information on how to permit cookies, see the [http://windows.microsoft.com/en-US/windows-vista/Block-or-allow-cookies Microsoft Windows help site].

[[#CONTENTS|'''Back to Contents''']]

== Provisioning ==

The following table shows the sizing limits for small and large deployments of a single SocialMiner system.

{| border="1" cellspacing="0" cellpadding="5" align="top"
|-
|
| Large deployment
| Small deployment
|-
| Concurrent Admin Users Signed In
| 5
| 5
|-
| Concurrent Agents Signed In
| 30
| 30
|-
| Configured feeds
| 200
| 100
|-
| Configured campaigns
| 100
| 50
|-
| Simultaneous chat sessions
| 400
| 120
|-
| Simultaneous social media users
| 60
| 30
|-
| Days chat transcript storage
| 30
| 30
|-
| Tags per social contact
| 20
| 20
|-
| Filters per system
| 30 (20 max for Bayesian + Author combined, 10 max for Script filters) '''Note:''' Each filter type has its own performance implications and performance depends almost entirely on what is in the script filter implementation.
| 20 (15 max for Bayesian + Author combined, 5 max for Script filters) With the same note as for the large deployment.
|-
| Filters per campaign
| 10 (5 max for Script filters)
| 10 (5 max for Script filters)
|-
| Incoming Rate of Social Contacts (total per hour)
| 10,000
| 10,000
|-
| Replies per Twitter Account per Hour
| 30 '''Note:''' This limit is for a default polling interval of 5 minutes. If the polling interval is set lower than 5 minutes, then the limit is reduced depending on usage patterns.
| 30 With the same note as for the large deployment.
|}

[[#CONTENTS|'''Back to Contents''']]

=== Retention of Saved Chat Transcripts ===

A meter on the [[#System_Administration|System Administration gadget]] of the Administration tab shows the current overall SocialMiner disk usage. The meter shows percent usage and hovering over the meter shows the actual number of bytes in use (the same data can be retrieved using the serviceability API).

The [[#Purge_Setting|Purge Settings section]] of the gadget displays the maximum age a Social Contact can be before it is automatically purged by the system (default is 30 days).

As chat transcripts comprise the majority of disk usage, users can decide how long they wish to retain Social Contacts by using the formula below to calculate the amount of disk space required to retain chat transcripts for one month (assuming the default purge setting of 30 days is kept). Once the average disk space requirement for a month's worth of chat transcripts is calculated, users can determine if they wish to retain Social Contacts for the full 30 days and allocate the appropriate disk space accordingly; or they can choose to purge Social Contacts more frequently.

 

'''Note:''' If SocialMiner starts to run out of disk space, it will purge Social Contacts based on age (the oldest ones being purged first).

'''Formula to calculate the number of chats per month:'''

NUMBER_CHATS_MONTH = ACTIVE_CHAT_TIME_MONTH_IN_MIN / DURATION_CHAT_MIN

where:

ACTIVE_CHAT_TIME_MONTH_IN_MIN is the average number of minutes per month that agents spend on chat activities. Assuming that agent activity occurs for 8 hours a day, 7 days a week, 4 weeks a month; the value is 13440 minutes (8*7*4*60).

DURATION_CHAT_MIN is the average duration of a chat in minutes.

'''Formula to calculate the amount of disk space required per month for chat transcripts:'''

DISK_SPACE_MONTH = (TR_SIZE + SC_SIZE) * NUMBER_SIMULTANEOUS_CHATS * NUMBER_CHATS_MONTH

where:

TR_SIZE is the average transcript size in Kbytes.

SC_SIZE is the average size of the metadata for a social contact in Kbytes (which is normally 3 Kbytes).

NUMBER_SIMULTANEOUS_CHATS is the number of simultaneous chats sessions allowed.

NUMBER_CHATS_MONTH is the value calculated above.

 

=== Maximum Network Latency for Chat ===

The maximum network latency permitted for chat is 250 ms.

=== Network Bandwidth for Chat ===

Allocate network bandwidth required for chat based on this formula

CHAT_NETWORK_BANDWIDTH (in Kbps) = CHAT_SESSIONS_SENDING_MSG_PER_SECOND * AVG_MSG_SIZE

For example, If all 400 sessions are active and 10% of chat sessions are sending messages every second, then 400 * 10/100 = 40 chat sessions are sending message each second.

If the average message size is 1 Kb, then the chat network bandwith is 40 Kbps.

== SocialMiner User Accounts and Security ==

SocialMiner minimizes the storage of username/passwords to reduce the security risk of a compromised system. There is an administration account for the system setup, but all SocialMiner user access is controlled through Active Directory (AD) authentication. There are no SocialMiner user passwords stored on the SocialMiner System.

Users do not need to be manually set up on SocialMiner to access the system. Any user that is authenticated by the Active Directory set-up can use the system. If limits on who can use system are required, set up an AD group and configure SocialMiner to only allow access for that group.

AD authenticated users have access to all functions on the system, although gadgets access could be blocked by blocking certain URLs.

[[#CONTENTS|'''Back to Contents''']]

== Twitter Accounts and Security ==

Access to Twitter for the Twitter Account feed type is done by OAuth. When a "Twitter Account" feed is created, the user is prompted to authenticate with Twitter. The authentication token is stored by SocialMiner granting access to secured information from Twitter such as Direct Messages. This authentication also enables sending and replying to Twitter Direct Messages (DMs) from the account by using the Reply feature on the Home tab.

'''Note''': All SocialMiner users can use Twitter accounts configured in the Twitter Account feed to read and respond to Direct Messages in that account. They are not required to enter the account password. This supports environments where the social-media care agents are not entitled to know the Twitter account password. The capability to use SocialMiner is controlled by Active Directory. The capability to invoke post or perform actions on Twitter is controlled by SocialMiner. SocialMiner also tracks which SocialMiner User (AD account) makes each post. Therefore, it is possible for the enterprise to track which employee posted a tweet when sharing a Twitter account amongst a team.

Twitter Stream feed type passwords are encrypted when stored in the SocialMiner configuration database and are also encrypted when sent to Twitter.

[[#CONTENTS|'''Back to Contents''']]

=== VMware Open Virtual Format (OVF) ===

The SocialMiner system supports one standard [http://www.vmware.com/appliances/getting-started/learn/ovf.html OVF] Appliance. The VM configuration defined by the OVF must not be modified in any way. Any changes to the VM configuration are not supported.

SocialMiner 9.0(1) can only be deployed on servers using VMware ESXi 5.0.

See [[Virtualization for Cisco SocialMiner]].

[[#CONTENTS|'''Back to Contents''']]

= Developer Information =

Developer information, including the SocialMiner API documentation and a discussion forum, is available on the [http://developer.cisco.com/web/socialminer Cisco developer site]. Cisco login credentials are required to access this site.

Training labs are accessed [http://docwiki.cisco.com/wiki/SocialMiner_Labs here].

= Copyright Notes =

*Twitter is a registered trademark of Twitter, Inc.
*Facebook is a registered trademark of Facebook, Inc.
*iGoogle is a trademark of Google, Inc.
*VMware is a registered trademark of VMware, Inc.
*Informix is a registered trademark of International Business Machines Corporation.

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''Cisco and the Cisco Logo are trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and other countries. A listing of Cisco's trademarks can be found at http://www.cisco.com/go/trademarks. All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1110R)''

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''Copyright 2011-2013 Cisco Systems, Inc. All rights reserved.''

[[#CONTENTS|'''Back to Contents''']]

[[Category:Cisco_SocialMiner]]

Print Cisco SocialMiner 9.0(1) Troubleshooting Tips

2013-03-13T16:24:54Z

Linichol: /* Create PDF for Cisco SocialMiner 9.0(1) Troubleshooting Tips */

'''Back:''' [[Troubleshooting Tips for Cisco SocialMiner 9.0(1)|Troubleshooting Tips for Cisco SocialMiner 9.0(1)]]

=== Create PDF for Cisco SocialMiner 9.0(1) Troubleshooting Tips ===

# Edit the list of topics to convert into a PDF in the text box below.
# Click '''Create PDF''' (at the bottom of the page) to generate the PDF.

{{Template:PDF_Print_Form|ROWS=45|DEFAULT_FILENAME=csm90ts.pdf|BUTTON_LABEL=Create PDF|DEFAULT_TEXT=Troubleshooting Tips for Cisco SocialMiner 9.0(1)
SocialMiner Administration - Configure JAWS to recognize highlighted text
SocialMiner Administration - Runtime Server Status is not green and Lock Timeout Expired error received
SocialMiner Administration - Unable to login after hostname change
SocialMiner APIs - Duplicate fields in Payload
SocialMiner APIs - Incorrect Parameter Data Types Result in Errors
SocialMiner User Interface - Clear Cache and Cookies to Troubleshoot Unexpected Results
SocialMiner User Interface - Common Errors
SocialMiner User Interface - Duplicate Twitter Social Contacts Display in Campaign
SocialMiner User Interface - Errors for Twitter Reply Template
SocialMiner User Interface - Errors for Social Contacts from Twitter
SocialMiner User Interface - Sluggish Performance or Timeouts
SocialMiner User Interface - Twitter Feed Disabled
SocialMiner User Interface - XMPP shows Error Icon
SocialMiner User Interface - SocialMiner login overlay if reply template container loads in iframe in IE, even though already successfully authenticated
SocialMiner Feeds - Error on Twitter Authorization
SocialMiner Feeds - Invalid Feeds
SocialMiner Feeds - Network Issues
SocialMiner Feeds - Troubleshooting Authenticated Feeds
SocialMiner Feeds - Verifying RSS Feeds
SocialMiner Chat - Bad Request error on failed connection
SocialMiner Chat - Error connecting to server
SocialMiner Chat - Connection times out
SocialMiner Chat - Message delivery failure
SocialMiner Chat - Agent encounters error when connecting to server
SocialMiner Chat - Agent encounters error when attempting to reply to a Chat contact
SocialMiner Chat - Agent unable to close Chat interface
SocialMiner Chat - Agent needs to return to Chat UI
SocialMiner Installation - Issues with COP file install
SocialMiner Installation - Browser Errors after Upgrade
SocialMiner Installation - NTP Server is not recognized
SocialMiner Installation - Reboot Hangs
SocialMiner Installation - Two SocialMiner Applications on one Server, Setting CPU Reservation
SocialMiner Installation - Not enough disk space in the common partition for upgrade
SocialMiner Filters - Errors saving Groovy scripts}}

Troubleshooting Tips for Cisco SocialMiner 9.0(1)

2013-03-13T16:23:04Z

Linichol: /* Cisco SocialMiner Administration */

'''Back:''' [[Troubleshooting Cisco SocialMiner]]

'''Additional Troubleshooting Information''': [[Additional troubleshooting information for Cisco SocialMiner 9.0(1)]]

'''Add tip:''' [[Create Contact Center Troubleshooting Tips]]

'''Print PDF:''' [[Print Cisco SocialMiner 9.0(1) Troubleshooting Tips]]

----

The following tips were added by Cisco Documentation:

== Cisco SocialMiner Administration ==

* [[SocialMiner Administration - Configure JAWS to recognize highlighted text]]
* [[Runtime_Server_Status_is_not_green_and_Lock_Timeout_Expired_error_received|SocialMiner Administration - Runtime Server Status is not green and Lock Timeout Expired error received]]
* [[SocialMiner Administration - Unable to login after hostname change]]

== Cisco SocialMiner APIs ==
* [[SocialMiner APIs - Duplicate fields in Payload]]
* [[SocialMiner APIs - Incorrect Parameter Data Types Result in Errors]]

== Cisco SocialMiner User Interface ==

*[[SocialMiner User Interface - Clear Cache and Cookies to Troubleshoot Unexpected Results]]
*[[SocialMiner User Interface - Common Errors]]
*[[SocialMiner User Interface - Duplicate Twitter Social Contacts Display in Campaign]]
*[[SocialMiner User Interface - Errors for Twitter Reply Template]]
*[[SocialMiner User Interface - Errors for Social Contacts from Twitter]]
*[[SocialMiner User Interface - Sluggish Performance or Timeouts]]
*[[SocialMiner User Interface - Twitter Feed Disabled]]
*[[SocialMiner User Interface - XMPP shows Error Icon]]
*[[SocialMiner User Interface - SocialMiner login overlay if reply template container loads in iframe in IE, even though already successfully authenticated]]

== Cisco SocialMiner Feed Troubleshooting ==

* [[SocialMiner Feeds - Error on Twitter Authorization]]
* [[SocialMiner Feeds - Invalid Feeds]]
* [[SocialMiner Feeds - Network Issues]]
* [[SocialMiner Feeds - Troubleshooting Authenticated Feeds]]
* [[SocialMiner Feeds - Verifying RSS Feeds]]

==Cisco SocialMiner Chat Troubleshooting ==

*[[SocialMiner Chat - Bad Request error on failed connection]]
*[[SocialMiner Chat - Error connecting to server]]
*[[SocialMiner Chat - Connection times out]]
*[[SocialMiner Chat - Message delivery failure]]

*[[SocialMiner Chat - Agent encounters error when connecting to server]]
*[[SocialMiner Chat - Agent encounters error when attempting to reply to a Chat contact]]
*[[SocialMiner Chat - Agent unable to close Chat interface]]
*[[SocialMiner Chat - Agent needs to return to Chat UI]]

== Cisco SocialMiner Installation ==

* [[SocialMiner Installation - Issues with COP file install]]
* [[SocialMiner Installation - Browser Errors after Upgrade]]
* [[SocialMiner Installation - NTP Server is not recognized]]
* [[SocialMiner Installation - Reboot Hangs]]
* [[SocialMiner Installation - Two SocialMiner Applications on one Server, Setting CPU Reservation ]]
* [[SocialMiner Installation - Not enough disk space in the common partition for upgrade]]

== Cisco SocialMiner Filters ==
* [[SocialMiner Filters - Errors saving Groovy scripts]]

SocialMiner Administration - Unable to login after hostname change

2013-03-13T15:16:11Z

Linichol: /* Unable to login after hostname change */

== Unable to login after hostname change ==

{| border="1"
|-
! '''Problem Summary'''
| User changed the hostname of the server using set network hostname command.
|-
! '''Error Message'''
| When logging in to the SocialMiner user interface using the hostname of the SocialMiner server in the URL, the user receives "Invalid username or password please try again" message.
|-
! '''Possible Cause'''
| Changing the hostname after it is initially set is not supported.
|-
! '''Recommended Action'''
| 1. If a snapshot of the VM was taken before the SocialMiner hostname was changed, the customer can revert to the snapshot. 2. If the customer needs the hostname changed, they will have to fresh install and reconfigure.
|-
! '''Release'''
| All releases.
|-
! '''Associated CDETS #'''
| CSCuf25568
|-
|}

[[Category:Cisco SocialMiner, Release 9.0(1)]]

Administration: Error encountered on file upload

2013-03-05T21:24:20Z

Linichol: /* Error encountered on file upload */

== Error encountered on file upload ==

{| border="1"
|-
! '''Problem Summary'''
| An error message is displayed when a user attempts to upload a file to the system.
|-
! '''Error Message'''
| Exception report. The server encountered an internal error ()that prevented it from fulfilling this request.
|-
! '''Possible Cause'''
| Media files can only be uploaded one at a time. When two users attempt to upload files simultaneously (each one not knowing that the other is uploading a file), one of the users receives an error.
|-
! '''Recommended Action'''
| Refresh the Media File Management page and wait for the other upload to complete, then restart your upload.
|-
! '''Release'''
| All releases.
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Cisco MediaSense, all releases]]

Print Troubleshooting Tips for Cisco MediaSense

2013-03-05T14:35:21Z

Linichol: /* Create PDF for Troubleshooting Tips for Cisco MediaSense */

'''Back:''' [[Troubleshooting Tips for Cisco MediaSense]]

=== Create PDF for Troubleshooting Tips for Cisco MediaSense ===

{{Template:PDF_Print_Form|ROWS=45|DEFAULT_FILENAME=troubleShooting-tips-cisco-mediaSense.pdf|BUTTON_LABEL=Create PDF|DEFAULT_TEXT=Troubleshooting Tips for Cisco MediaSense
API: API request returns Error 405: Method not supported
API: Incorrect participant duration
API: MediaSense application sign-in fails with administration credentials
API: Missing events and closed subscription
API: Incorrect session or participant duration
Administration: Administration Login returns unexpected error
Administration: Unable to access Administration and Serviceability UI on a newly installed system
Administration: Unknown request error display
Administration: Saving an AXL service provider configuration will result in an incorrect error message under certain pre-conditions
Administration: Error encountered on file upload
Configuration: Call between two RT phones is not recorded
Configuration: Calls using g.722 codec are not recorded
Configuration: Configuration and Recording meta data is not synchronized between Primary and Secondary Servers
Configuration: Conversation after a transfer is not recorded on RT-Lite phones
Configuration: Failure to playback audio or video when using RT video phone
Configuration: MediaSense application does not record even if recording is enabled
Configuration: Starting SNMP on MediaSense causes the Host Resource Agent to hang in starting state
Database: Database not updated after event forwarding
Database: Database no longer accepts data
Database: Executing the “show db synchronization status” command on the primary ORA DB server, does not show any information
General: HTTP Status 500 message displays when opening Cisco MediaSense Administration after system restart
General: Check and repair MediaSense file system Installation
General: Performance issues as a result of hardware failure
General: RTSP live monitoring sessions fail when using CUBE
Installation: Installation halts with an unrecoverable error
Installation: The installation fails due to an invalid IP address
Upgrade: Sync after switch version failed
Upgrade: Data out of sync after upgrade
Recording: QuickTime does not playback G.729 recording, but status bar keep moving
Recording: CUBE disconnects Cisco MediaSense right after recording begins
Recording: Unified CM drops MediaSense recording as soon as recording begins
Recording: Recordings from CUBE fail with SIP error 488 Not Acceptable Here
Recording: Direct Outbound Recording Terminates 10 Seconds Late
Recording: Recordings fail if UCM Region is configured as 256 kbps (L16, AAC-LD)
RTMT: Unable to login to RTMT from the primary server
RTMT: Unified RTMT connected to secondary node, does not show alarm information if the primary node is down
Runtime: MediaSense server is unable to keep up with incoming recordings
Runtime: Media server rejects open RTSP session
Runtime: Open RTSP session to MediaSense failed with timeout
Runtime: Close recording session failed with timeout
}}

Troubleshooting Tips for Cisco MediaSense

2013-03-05T14:34:14Z

Linichol: /* Administration */

'''Add Tip''': [[Create Contact Center Troubleshooting Tips|Create Troubleshooting Tip]]

'''Print PDF:''' [[Print Troubleshooting Tips for Cisco MediaSense]]

 

== API ==

*[http://docwiki-dev.cisco.com/wiki/API:_API_request_returns_Error_405#API.C2.A0request_returns.C2.A0Error_405:_Method_not_supported..C2.A0 API: API request returns Error 405: Method not supported]
*[[API: Incorrect participant duration]]
*[[API: MediaSense application sign-in fails with administration credentials]]
*[[API: Missing events and closed subscription]]
*[[API: Incorrect session or participant duration]]

== Administration ==

*[[Administration: Administration Login returns unexpected error]]
*[[Administration: Unable to access Administration and Serviceability UI on a newly installed system]]
*[[Administration: Unknown request error display]]
*[[Administration: Saving an AXL service provider configuration will result in an incorrect error message under certain pre-conditions]]
* [[Administration: Error encountered on file upload]]

== Configuration ==

*[[Configuration: Call between two RT phones is not recorded]]
*[[Configuration: Calls using g.722 codec are not recorded]]
*[[Configuration: Configuration and Recording meta data is not synchronized between Primary and Secondary Servers]]
*[[Configuration: Conversation after a transfer is not recorded on RT-Lite phones]]
*[[Configuration: Failure to playback audio or video when using RT video phone]]
*[[Configuration: MediaSense application does not record even if recording is enabled]]
*[[Configuration: Starting SNMP on MediaSense causes the Host Resource Agent to hang in starting state]]

== Database ==

*[[Database: Database not updated after event forwarding]]
*[[Database: Database no longer accepts data]]
*[[Database: Executing the “show db synchronization status” command on the primary ORA DB server, does not show any information]]

== General ==

*[[General: HTTP Status 500 message displays when opening Cisco MediaSense Administration after system restart]]
*[[General: Performance issues as a result of hardware failure|General: Check and repair MediaSense file system Installation]]
*[[General: Performance issues as a result of hardware failure]]
*[[General: RTSP live monitoring sessions fail when using CUBE]]

== Installation ==

*[[Installation: Installation halts with an unrecoverable error|Installation: Installation halts with an unrecoverable error]]
*[[Installation: The installation fails due to an invalid IP address|Installation: The installation fails due to an invalid IP address]]

== Upgrade ==

*[[Upgrade: Sync after switch version failed]]
*[[Upgrade: Data out of sync after upgrade]]

== Recording ==

*[[Recording: QuickTime does not playback G.729 recording, but status bar keep moving]]
*[[Recording: CUBE disconnects Cisco MediaSense right after recording begins]]
*[http://docwiki-dev.cisco.com/wiki/Recording:_Unified_CM_drops_MediaSense_recording_as_soon_as_recording_begins Recording: Unified CM drops MediaSense recording as soon as recording begins]
*[[Recording: Recordings from CUBE fail with SIP error 488 Not Acceptable Here]]
*[[Recording: Direct Outbound Recording Terminates 10 Seconds Late]]
*[[Recording: Recordings fail if UCM Region is configured as 256 kbps (L16, AAC-LD)]]

== RTMT ==

*[[RTMT: Unable to login to RTMT from the primary server]]
*[[RTMT: Unified RTMT connected to secondary node, does not show alarm information if the primary node is down]]

== Runtime ==

*[[Runtime: MediaSense server is unable to keep up with incoming recordings]]
*[[Runtime: Media server rejects open RTSP session]]
*[[Runtime: Open RTSP session to MediaSense failed with timeout]]
*[[Runtime: Close recording session failed with timeout]]

Virtualization for Cisco MediaSense

2013-03-01T19:15:12Z

Linichol: /* Updates to this Page */

{{note| Product documentation may reflect varying names that appear in the application user interfaces and application programming interfaces of this product. These names may include Cisco Unified Media Capture Platform (Unified MCP), Media Capture Platform (MCP/mcp), or Open Recording Architecture (ORA/ora).}} 

= Updates to this Page =

The following is a list of significant updates to this page:

{| class="wikitable FCK__ShowTableBorders"
|-
! Date
! Update
|-
| February 2013
| Added deployment table for release 9.1(1) and removed comment saying 'IBM servers are not supported at this time'.
|-
| September 2012
| Updated link to go to Cisco MediaSense OVA Template for release 9.0(1a).
|-
| August 2012
| Removed outdated information about hardware requirements.
|-
| July 2012
| Added information about release 9.0(1).
|-
| May 2012
| Added information about MediaSense support for high disk count and high disk size for C210 M1/M2 servers.
|-
| January 2012
| Updated page with information on support for release 8.5(4).
|-
| October 2011
| Added support for release 8.5(3) in the relevant links below, OVA template guidelines, and serial port log dump procedure.
|-
| June 2011
| Updated all links to align with the new Virtualization structure at [[Unified Communications in a Virtualized Environment]].
|-
| April 2011
| Added support for release 8.5(2) in the relevant links below, OVA template guidelines, and serial port log dump procedure.
|-
| November 2010
| Virtualization of Cisco MediaSense on Unified CS C-Series hardware.
|-
| December 2010
| Updated OVA template download link.
|}

= Information for Partners about MediaSense Deployments =

See [[Unified Communications in a Virtualized Environment]].

= Cisco MediaSense-Specific Details for VMware Requirements =

See [[Unified Communications VMWare Requirements]]

*Cisco UCS C-Series Servers, Cisco MediaSense ISO, and ESXi must be installed prior to the Cisco MediaSense installation.
*For other third-party software requirements and for a list of approved UCS servers, see the server requirements and version compatibility with Unified CM sections in the [http://www.cisco.com/en/US/products/ps11389/products_implementation_design_guides_list.html SRND for Cisco MediaSense]. 

== Cisco MediaSense, Release 8.5(1)  and 8.5(2) ==

All Cisco MediaSense servers run on VMs using the Unified Communications Operating System (Unified OS or UCOS).

*Cisco MediaSense only supports UCS C210 M1 and M2 servers for Release 8.5(1).
*If you are using ESXi 4.1, be sure to [[Disable LRO|disable Large Receive Offload (LRO)]] on the ESXi 4.1 host.

 

== Cisco MediaSense, Release 8.5(3) ==

{{note| Cisco MediaSense has stringent requirements for the media disk size for any deployment. See the [http://www.cisco.com/en/US/products/ps11389/products_implementation_design_guides_list.html Solution Reference Network Design for Cisco MediaSense, Release 8.5(3)] for more information.}}

Up to 60 terabytes of media storage is supported per cluster, divided into up to six 2TB virtual disks in each of five servers. This assumes that all nodes are B-series servers, for which Cisco MediaSense supports SAN storage. C-series servers, for which only direct attached drives are currently supported, are limited to two 2TB media storage partitions each. Also, no single media partition may be smaller than 200GB.

See the following links for more information:

*See the [[IO Operations Per Second (IOPS)#Cisco_MediaSense]] section for the IOPS specifications
*See the Compatibility Matrix section in the [http://www.cisco.com/en/US/products/ps11389/products_implementation_design_guides_list.html Solution Reference Network Design for Cisco MediaSense, Release 8.5(3)] guide for more information. 

== Cisco MediaSense, Release 8.5(4) ==

In addition to approved UCS servers, Cisco MediaSense 8.5(4) can also be installed on a Services Ready Engine (SRE) module inside a router. An SRE module is a router blade that has its own processors, storage, network interfaces, and memory. Support for SRE requires SRE v2.0 software. For more information about approved SRE models, see the [http://www.cisco.com/en/US/products/ps11389/products_implementation_design_guides_list.html Solution Reference Network Design for Cisco MediaSense, Release 8.5(4)]. 

If you are using ESXi 5.0, make sure that you [[Disable LRO|disable Large Receive Offload (LRO)]] on the ESXi 5.0 host.

== Cisco MediaSense, Release 9.0(1) ==

Specification-based Virtualization enables Cisco MediaSense to run on Cisco Unified Computing System (Unified CS) servers that are also running other virtual machines. Specification-based Virtualization also enables Cisco MediaSense to run on select HP and IBM servers.

A new Open Virtualization Archive Virtual Machine (OVA-VM) template enables Cisco MediaSense to simplify the deployment of virtual machines in new installations. This template has deployment options for Services Ready Engines, primary servers, secondary servers, and expansion servers.

==Cisco MediaSense, Release 9.1(1) ==

For this release, there is again only one VM template. The template provides a selection for which deployment type is being installed.

= Cisco MediaSense-Specific Information for OVA Templates =

If your partitions (VM disk configuration) are not aligned, your data replication between the primary and secondary servers may get congested and result in your data being out of sync. To avoid these problems, only use the VM templates provided by Cisco MediaSense. 

See the following websites for more information: 

*[http://docwiki.cisco.com/wiki/Unified_Communications_Virtualization_Downloads_%28including_OVA/OVF_Templates%29#Cisco_MediaSense Unified Communications Virtualization Downloads (including OVA/OVF Templates).]
*[http://www.cisco.com/cisco/software/release.html?mdfid=283613140&softwareid=283733468&release=9.0(1a)&relind=AVAILABLE&rellifecycle=&reltype=latest Download OVA Template for Cisco MediaSense, Release 9.0(1a)]

 

{{caution| If your VM template or VM configuration does not meet the Cisco MediaSense requirements, it is possible for your installation to halt due to an unrecoverable error. See [[Installation: Installation halts with an unrecoverable error]].}}

 

{{note| Configure the primary server and secondary server in your Cisco MediaSense deployment to have identical hardware in terms of CPU configuration (number of CPUs and speed of the CPU), storage configuration (number of disks, speed of disk, and RAID setup), and memory. Be sure to keep both servers in the same network and run the same version of VMWare Hypervisor on both servers.}}

= Cisco MediaSense-Specific Information for Sizing Guidelines =

The VM-specific sizing informaton required for Cisco MediaSense is additional virtual disks for media storage. See the [http://www.cisco.com/en/US/products/ps11389/products_implementation_design_guides_list.html SRND for Cisco MediaSense] for further information.

= How to Dump Install Logs to the VM Serial Port =

See [[How to Dump Install Logs to the Serial Port of the Virtual Machine]].

 

----

{| class="wikitable" border="1"
|-
! style="background-color: rgb(255,215,0)" | '''Back to:''' [[Unified Communications in a Virtualized Environment|Unified Communications in a Virtualized Environment]]
|}

[[Category:Cisco_MediaSense]]

Print Troubleshooting Tips for Cisco MediaSense

2013-02-28T16:50:05Z

Linichol: /* Create PDF for Troubleshooting Tips for Cisco MediaSense */

'''Back:''' [[Troubleshooting Tips for Cisco MediaSense]]

=== Create PDF for Troubleshooting Tips for Cisco MediaSense ===

{{Template:PDF_Print_Form|ROWS=45|DEFAULT_FILENAME=troubleShooting-tips-cisco-mediaSense.pdf|BUTTON_LABEL=Create PDF|DEFAULT_TEXT=Troubleshooting Tips for Cisco MediaSense
API: API request returns Error 405: Method not supported
API: Incorrect participant duration
API: MediaSense application sign-in fails with administration credentials
API: Missing events and closed subscription
API: Incorrect session or participant duration
Administration: Administration Login returns unexpected error
Administration: Unable to access Administration and Serviceability UI on a newly installed system
Administration: Unknown request error display
Administration: Saving an AXL service provider configuration will result in an incorrect error message under certain pre-conditions
Configuration: Call between two RT phones is not recorded
Configuration: Calls using g.722 codec are not recorded
Configuration: Configuration and Recording meta data is not synchronized between Primary and Secondary Servers
Configuration: Conversation after a transfer is not recorded on RT-Lite phones
Configuration: Failure to playback audio or video when using RT video phone
Configuration: MediaSense application does not record even if recording is enabled
Configuration: Starting SNMP on MediaSense causes the Host Resource Agent to hang in starting state
Database: Database not updated after event forwarding
Database: Database no longer accepts data
Database: Executing the “show db synchronization status” command on the primary ORA DB server, does not show any information
General: HTTP Status 500 message displays when opening Cisco MediaSense Administration after system restart
General: Check and repair MediaSense file system Installation
General: Performance issues as a result of hardware failure
General: RTSP live monitoring sessions fail when using CUBE
Installation: Installation halts with an unrecoverable error
Installation: The installation fails due to an invalid IP address
Upgrade: Sync after switch version failed
Upgrade: Data out of sync after upgrade
Recording: QuickTime does not playback G.729 recording, but status bar keep moving
Recording: CUBE disconnects Cisco MediaSense right after recording begins
Recording: Unified CM drops MediaSense recording as soon as recording begins
Recording: Recordings from CUBE fail with SIP error 488 Not Acceptable Here
Recording: Direct Outbound Recording Terminates 10 Seconds Late
Recording: Recordings fail if UCM Region is configured as 256 kbps (L16, AAC-LD)
RTMT: Unable to login to RTMT from the primary server
RTMT: Unified RTMT connected to secondary node, does not show alarm information if the primary node is down
Runtime: MediaSense server is unable to keep up with incoming recordings
Runtime: Media server rejects open RTSP session
Runtime: Open RTSP session to MediaSense failed with timeout
Runtime: Close recording session failed with timeout
}}

Troubleshooting Tips for Cisco MediaSense

2013-02-28T16:43:21Z

Linichol: /* Recording */

'''Add Tip''': [[Create Contact Center Troubleshooting Tips|Create Troubleshooting Tip]]

'''Print PDF:''' [[Print Troubleshooting Tips for Cisco MediaSense]]

 

== API ==

*[http://docwiki-dev.cisco.com/wiki/API:_API_request_returns_Error_405#API.C2.A0request_returns.C2.A0Error_405:_Method_not_supported..C2.A0 API: API request returns Error 405: Method not supported]
*[[API: Incorrect participant duration]]
*[[API: MediaSense application sign-in fails with administration credentials]]
*[[API: Missing events and closed subscription]]
*[[API: Incorrect session or participant duration]]

== Administration ==

*[[Administration: Administration Login returns unexpected error]]
*[[Administration: Unable to access Administration and Serviceability UI on a newly installed system]]
*[[Administration: Unknown request error display]]
*[[Administration: Saving an AXL service provider configuration will result in an incorrect error message under certain pre-conditions]]

== Configuration ==

*[[Configuration: Call between two RT phones is not recorded]]
*[[Configuration: Calls using g.722 codec are not recorded]]
*[[Configuration: Configuration and Recording meta data is not synchronized between Primary and Secondary Servers]]
*[[Configuration: Conversation after a transfer is not recorded on RT-Lite phones]]
*[[Configuration: Failure to playback audio or video when using RT video phone]]
*[[Configuration: MediaSense application does not record even if recording is enabled]]
*[[Configuration: Starting SNMP on MediaSense causes the Host Resource Agent to hang in starting state]]

== Database ==

*[[Database: Database not updated after event forwarding]]
*[[Database: Database no longer accepts data]]
*[[Database: Executing the “show db synchronization status” command on the primary ORA DB server, does not show any information]]

== General ==

*[[General: HTTP Status 500 message displays when opening Cisco MediaSense Administration after system restart]]
*[[General: Performance issues as a result of hardware failure|General: Check and repair MediaSense file system Installation]]
*[[General: Performance issues as a result of hardware failure]]
*[[General: RTSP live monitoring sessions fail when using CUBE]]

== Installation ==

*[[Installation: Installation halts with an unrecoverable error|Installation: Installation halts with an unrecoverable error]]
*[[Installation: The installation fails due to an invalid IP address|Installation: The installation fails due to an invalid IP address]]

== Upgrade ==

*[[Upgrade: Sync after switch version failed]]
*[[Upgrade: Data out of sync after upgrade]]

== Recording ==

*[[Recording: QuickTime does not playback G.729 recording, but status bar keep moving]]
*[[Recording: CUBE disconnects Cisco MediaSense right after recording begins]]
*[http://docwiki-dev.cisco.com/wiki/Recording:_Unified_CM_drops_MediaSense_recording_as_soon_as_recording_begins Recording: Unified CM drops MediaSense recording as soon as recording begins]
*[[Recording: Recordings from CUBE fail with SIP error 488 Not Acceptable Here]]
*[[Recording: Direct Outbound Recording Terminates 10 Seconds Late]]
*[[Recording: Recordings fail if UCM Region is configured as 256 kbps (L16, AAC-LD)]]

== RTMT ==

*[[RTMT: Unable to login to RTMT from the primary server]]
*[[RTMT: Unified RTMT connected to secondary node, does not show alarm information if the primary node is down]]

== Runtime ==

*[[Runtime: MediaSense server is unable to keep up with incoming recordings]]
*[[Runtime: Media server rejects open RTSP session]]
*[[Runtime: Open RTSP session to MediaSense failed with timeout]]
*[[Runtime: Close recording session failed with timeout]]

Recording: Recordings fail if UCM Region is configured as 256 kbps (L16, AAC-LD)

2013-02-28T16:23:04Z

Linichol: Created page with "== Recordings fail if UCM Region is configured as 256 kbps (L16, AAC-LD) == {| border="1" |- ! '''Problem Summary''' | Audio call is not recorded on MediaSense. |- ! '''Error Me..."

== Recordings fail if UCM Region is configured as 256 kbps (L16, AAC-LD) ==

{| border="1"
|-
! '''Problem Summary'''
| Audio call is not recorded on MediaSense.
|-
! '''Error Message'''
| None.
|-
! '''Possible Cause'''
| When UCM is configured with "256 kbps (L16, AAC-LD)" in Maximum Audio Bit Rate for the Region, phones use the L16 codec for the call (because L16 has the highest preference). MediaSense does not support this codec.
|-
! '''Recommended Action'''
| Change UCM "Maximum Audio Bit Rate" to "64kbps (G.711 g.722)", or route phones to a separate Region with "64kbps (G.711 g.722)" "Maximum Audio Bit Rate".
|-
! '''Release'''
| All.
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Cisco MediaSense, all releases]]

Installation: The installation fails due to an invalid IP address

2013-02-28T14:38:17Z

Linichol: /* The installation fails due to an invalid IP address */

== The installation fails due to an invalid IP address ==

{| border="1"
|-
! '''Problem Summary'''
| The installation fails because an invalid or incorrect IP address was entered when the node was added to the
cluster.

|-
! '''Error Message'''
| Installation failed due to invalid IP address.
|-
! '''Possible Cause'''
| An invalid or incorrect IP address was entered when the node was added to the cluster.
|-
! '''Recommended Action'''
| Use this procedue to correct an invalid secondary node IP address only while trying to add the node to
a MediaSense cluster but before it has been installed. Do not use this procedure after the server has been installed.

1) Enter 'set network cluster server' on the primary server to update the MediaSense cluster configuration with the correct IP address for the server which was incorrectly configured:

set network cluster server ip 10.10.10.93 10.10.10.136

where 10.10.10.93 is the invalid server address and 10.10.10.136 is the correct address to be set.

2) Enter 'show network cluster' to verify the interim cluster configuration:

Example response:

show network cluster

1 10.10.10.135 mcs-pri.cisco.com mcs-pri Primary authenticated using TCP since Mon Sep 12 12:53:16 2011

2 10.10.10.136 mcs-sec Secondary not authenticated or updated on server

3) Enter 'run sql select name,nodeid from ProcessNode' on the primary server to ensure that the IP address change is replicated to the secondary server database.

Example response:

run sql select name,nodeid from ProcessNode

name                         nodeid

EnterpriseWideData  1

mcs-pri                       2

mcs-sec                      3

4) Reboot the primary server to update the local name resolution files including the hosts, rhosts, sqlhosts, and services.

5) Enter 'show network cluster' to verify the interim cluster configuration again:

Example response:

show network cluster

1 10.10.10.135 mcs-pri.cisco.com mcs-pri Primary authenticated using TCP since Mon Sep 12 14:43:59 2011

2 10.10.10.136 mcs-sec.cisco.com mcs-sec Secondary authenticated

6) Go to the MediaSense Server Configuration list on the Administration page and confirm that the correct ip address is now showing for the secondary server.

|-
! '''Release'''
| Release 8.5(4), Release 9.0(1).
|-
! '''Associated CDETS #'''
| None.
|}

[[Category:Cisco_MediaSense,_all_releases]]

Virtualization for Unified Email Interaction Manager - Web Interaction Manager

2013-02-20T19:53:05Z

Linichol:

== Updates to this Page ==

The following is a list of significant updates to this page:

 

{| class="wikitable FCK__ShowTableBorders"
|-
! Date
! Update
|-
| April 06 2011
| Initial version of virtualization information for Cisco Unified EIM-WIM.
|-
| January 2013
| Virtualization information for Cisco Unified EIM-WIM 9.0(1).
|}

 

== Information for Partners about Cisco Unified EIM-WIM Deployment Certification and Ordering ==

This page contains essential information for partners about the following:

*Partner Certification Requirements
*UCS Server Ordering Information
*Important Notes on Cisco UCS Service and Support

Please visit [[Unified Communications in a Virtualized Environment]] for more details

== Cisco Unified EIM-WIM , Release 9.0(1) Support for Virtualization on the ESXi/UCS Platform ==

To know about specific models please visit [[Unified Communications Virtualization Supported Applications]].

== UCS Hardware Requirements ==

Requirements for Cisco Unified EIM-WIM systems using UCS B200 M2 hardware are located at [[Unified Computing System Hardware]].

== VMware and Application Software Requirements ==

The following software requirements apply specifically to Cisco Unified EIM-WIM :

*EIM-WIM 9.0(1) supports VMWare ESXi 4.x and VMWare ESXi 5.x.

== Configuring the ESXi Host Network for the Virtual Machines ==

To configure the network for VMs, you create a virtual switch connected to an Ethernet port on the server, and then associate the virtual machine's network adapter to this virtual switch. To Add a vSwitch

*Login to the ESXi host using VMware Infrastructure Client
*Select the ESXi host
*Click on the Configuration tab
*Click on Hardware/Networking
*Click on Add Networking...
*Select Connection Types: Virtual Machine. Click Next.
*Select "Create a virtual switch" and select an associated VM NIC.
*Enter Port Group Properties/Network label: VM Network n, where n is an integer.(Example: "VM Network 1")
*Click on Finish.

To Associate a VM Network Adapter to Network Connection

*Edit virtual machine settings.
*Select the Network Adapter.
*Select a virtual switch from the Network Connection/network label. (Example: "VM Network 1")
*Click OK.
*Click on Hardware/Networking
*Click on Add Networking...
*Select Connection Types: Virtual Machine. Click Next.
*Select "Create a virtual switch" and select an associated VM NIC.
*Enter Port Group Properties/Network label: VM Network n, where n is an integer.(Example: "VM Network 1")
*Click on Finish.

To Associate a VM Network Adapter to Network Connection

*Edit virtual machine settings.
*Select the Network Adapter.
*Select a virtual switch from the Network Connection/network label. (Example: "VM Network 1")
*Click OK.

 

 

== Preparing to Install Cisco Unified EIM-WIM components on Virtual Machines ==

Follow the steps and references below to install OR upgrade Cisco Unified EIM-WIM components on Virtual Machines.

*Install setup and configure the UCS Hardware
*Configure the UCS Network. Follow the link [[Unified Communications VMWare Requirements]].
*Install and Boot VMWare ESXi. Refer to the following installation guide: [http://www.cisco.com/en/US/docs/unified_computing/ucs/sw/b/os/vmware/install/bseries-vmware-install.html|Cisco UCS B-Series Blade Servers VMware Installation Guide.]
*Create Cisco Unified EIM-WIM Virtual Machines from the OVA template. OVA templates are available on Cisco.com.

== Creating Virtual Machines from OVA VM Template ==

Please see  [[Unified Communications Virtualization Downloads (including OVA/OVF Templates)]] for more information.

 

== Downloading OVA Template ==

:*Proceed to the [http://software.cisco.com/download/release.html?mdfid=280970910&flowid=5224&softwareid=283929858&release=1.0&rellifecycle=&relind=AVAILABLE&reltype=latest%2520Release%25204.3(2)%2520Cisco%2520download%2520page| OVA template download page] and select 9.0.

:*To download a OVA file, click the '''Download File''' button next to that file. click the '''Add to Cart''' button next to file, then click on the '''Download Cart''' link. A Download Cart page appears.

:*Click the '''Proceed with Download''' button on this page. A Software License Agreement page appears.

:*Read the Software License Agreement, then click the '''Agree''' button

:*On the next page, click on either the '''Download Manager''' link (requires Java) or the '''Non Java Download Option''' link. A new browser window appears.

:*If you selected Download Manager, a Select Location dialog box appears. Specify the location where you want to save the file, and click '''Open''' to save the file to your local machine.

:*If you selected Non Java Download Option, click the '''Download''' link on the new browser window. Specify the location and save the file to your local machine.

== Creating Virtual Machines by Deploying the OVA Templates ==

In the vSphere client, perform the following steps to deploy the Virtual machines.

*Highlight the host or cluster to which you wish the VM to be deployed.
*Select File > Deploy OVF Template.
*Click the Deploy from File radio button and specify the name and location of the file you downloaded in the previous section OR click the Deploy from URL radio button and specify the complete URL in the field, then click Next.
*Verify the details of the template, and click Next.
*Give the VM you are about to create a name, and choose an inventory location on your host, then click Next.
*Choose the datastore on which you would like the VM to reside - be sure there is sufficient free space to accommodate the new VM, then click Next.
*Choose a virtual network for the VM, then click Next.
*Verify the deployment settings, then click Finish.

Note:

*VM CPU affinity is not supported. You don't need to set CPU affinity for the VMs that are running Cisco Unified EIM-WIM applications on the VMware ESXi on UCS platform.
*VM resource Reservation - VM resource reservation is not supported for the VMs that are running Cisco Unified EIM-WIM applications on the VMware ESXi on UCS platform. The VM computing resources should have a default reservation setting, which is no resource reservations.
*You cannot change the computing resource configuration of your VM at any time.
*You can never go below the minimum VM computing resource requirements as defined in the OVA templates.
*ESXi Server hyperthread is enabled by default.

 

== Cisco Unified EIM-WIM Component Capacities and VM Configuration Requirements ==

To see the supported Cisco Unified EIM-WIM components, their capacities, and the VM computing resource requirements, refer to [[Unified Communications Virtualization Downloads (including OVA/OVF Templates)]]. You must use the OVA virtual machine templates to create the Cisco Unified EIM-WIM component VMs.

Note: For Virtual Machines that need more than 4 vCPUs, the VMware vSphere ESXi Enterprise Plus licensing is required (8 way virtual SMP capability). The VMware vSphere Enterprise Plus license can be procured from the Cisco build-to-order or directly from the VMware (see VMware Purchasing section above.)

== Cisco Unified EIM-WIM Component Co-Residency ==

You can have one or more EIM-WIM components co-resident on the same ESXi server. However, you must follow the rules described below:

1)EIM/WIM Virtual Machines with the exception of DB server Virtual Machine can co-reside with any other UC application Virtual Machine as long as there is no oversubscription of CPU and Memory. DB Server Virtual Machine can co-reside with UC applications Virtual Machines which are not DB server themselves

2)Co-Residency of EIM-WIM components with third party application is not supported

3)You can have any number of EIM-WIM virtual machines on an ESXi server as long as the sum of all the virtual machine CPU and memory resource allocation is not over committed on the available ESXi server computing resources.

4) You must not have CPU overcommitted on the ESXi server that is running EIM-WIM components . The total number of vCPUs among all the virtual machines on an ESXi host must not greater than the total number of CPUs available on the ESXi server. In the case of the Cisco UCS B-200 M1, the total number of CPUs available is 8.

5)You must not have memory overcommitted on the ESXi host that is running UC realtime applications. You must allocate minimum 2GB of memory for the ESXi kernel. For example, if an ESXi server on B-200 M1 hardware has 36GB of memory, after you allocate 2GB for the ESXi kernel, you have 34GB available for the virtual machines. The total memory allocated for all the virtual machines on an ESXi server must not be greater than 34GB in this case.

== Performance Requirements ==

CPU usage (average) should not exceed 60% for the ESXi Server and for each of the individual processors, and for each VM. Memory usage (average) should not exceed 80%x for the ESXi Server and for each of the VMs. VM snapshots are not supported in production since they have significant impact on system performance.

Here are some representative performance counters from tests conducted in our labs.

=== Email ===

 The data is collected from the test run of 1500 users with emails being processed at a rate of 5 emails per hour per agent. 

{| class="wikitable FCK__ShowTableBorders"
|-
! rowspan="2" | EIM-WIM Components
! colspan="3" | IOPS
! colspan="3" | Disk Read KBytes / sec
! colspan="3" | Disk Write KBytes / sec
|-
| '''Peak'''
| '''95th Pct.'''
| '''Avg.'''
| '''Peak'''
| '''95th Pct.'''
| '''Avg.'''
| '''Peak'''
| '''95th Pct.'''
| '''Avg.'''
 

|-
| Application Server
| 1523
| 433.12
| 75.1
| 512.2
| 65.04
| 16.93
| 1087
| 368.82
| 57.88
|-
| File Server
| 22
| 19.1
| 14.44
| 5
| 1
| 0.15
| 19
| 18
| 14
|-
| Database Server
| 5127
| 4948.3
| 3670.23
| 171
| 26.6
| 10.6
| 5125
| 4866
| 3658.8
|-
| Messaging Server
| 4
| 1.3
| 1.14
| 0
| 0
| 0
| 4
| 1.3
| 1.14
|-
| Services Server
| 69
| 20.4
| 6.5
| 7
| 1.3
| 0.29
| 68
| 20.4
| 6.19
|-
| Web Server
| 22.6
| 16.32
| 8.59
| 14.8
| 8.4
| 1.74
| 12.2
| 8.84
| 6.73
|}

=== Chat ===

==== Lite configuration with 200 users. ====

The data is collected from the test run of 200 users with chats being processed at a rate of 5 chats per hour per agent.

{| class="wikitable FCK__ShowTableBorders"
|-
! rowspan="2" | EIM-WIM Components
! colspan="3" | IOPS
! colspan="3" | Disk Read KBytes / sec
! colspan="3" | Disk Write KBytes / sec
|-
| '''Peak'''
| '''95th Pct.'''
| '''Avg.'''
| '''Peak'''
| '''95th Pct.'''
| '''Avg.'''
| '''Peak'''
| '''95th Pct.'''
| '''Avg.'''
 

|-
| Lite Server
| 2630
| 2532
| 2054.7
| 715
| 76.6
| 23.45
| 2595
| 2516
| 2030.6
|}

==== Large configuration with 1500 users ====

The data is collected from the test run of 1500 users with chats being processed at a rate of 5 chats per hour per agent.

{| class="wikitable FCK__ShowTableBorders"
|-
! rowspan="2" | EIM-WIM Components
! colspan="3" | IOPS
! colspan="3" | Disk Read KBytes / sec
! colspan="3" | Disk Write KBytes / sec
|-
| '''Peak'''
| '''95th Pct.'''
| '''Avg.'''
| '''Peak'''
| '''95th Pct.'''
| '''Avg.'''
| '''Peak'''
| '''95th Pct.'''
| '''Avg.'''
 

|-
| Application Server
| 567
| 104
| 76.82
| 150
| 22.8
| 4.31
| 553
| 79.6
| 72.11
|-
| File Server
| 15
| 14.8
| 12.14
| 2
| 0
| 0.03
| 15
| 13.8
| 12.08
|-
| Database Server
| 1517
| 1097.4
| 955.62
| 563
| 185
| 91.2
| 1032
| 983.4
| 863.48
|-
| Messaging Server
| 1
| 0.8
| 0.048
| 0
| 0
| 0
| 1
| 0.8
| 0.048
|-
| Services Server
| 21
| 6
| 3.68
| 2
| 0
| 0.03
| 21
| 5
| 3.61
|-
| Web Server
| 101
| 76
| 68.95
| 10
| 3.2
| 0.28
| 90
| 76
| 68.57
|}

== Installing VMware Tools ==

The VMware Tools must be installed on each of the VMs and all of the VMware Tools default settings should be used. Refer to the [http://kb.vmware.com/selfservice/microsites/search.do?language=en_US&cmd=displayKC&externalId=1003806|http://kb.vmware.com/selfservice/microsites/search.do?language=en_US&cmd=displayKC&externalId=1003806 VMware documentation] for instructions on installing or upgrading VMware Tools on the VM with Windows operating system.

== Installing Cisco Unified EIM-WIM Components on Virtual Machines ==

You can install the Cisco Unified EIM-WIM components after the configuration of the VMs. Installation of these Cisco Unified EIM-WIM components on a VM is the same as the installation of these components on physical hardware. Refer to the Cisco Unified EIM-WIM Install Guide for the steps to install Cisco Unified EIM-WIM components.

== Migrating ==

Migration of EIM-WIM components from existing physical boxes to VMs is not supported. Unified EIM-WIM deployments that are mix of physical hardware and VMs are also not supported.

SocialMiner Release 9.0(1)

2013-02-08T16:04:35Z

Linichol: /* Avoiding Login Overlays if Reply Template Container Loads in IFRAME in IE */

== CONTENTS ==

[[#Introduction|Introduction]]

[[#What.27s_New_in_Release_9.0(1)|What's New in SocialMiner Release 9.0(1)]]

[[#Installing_or_Upgrading_to_SocialMiner_Release_9.0(1)|Installing or Upgrading to SocialMiner Release 9.0(1)]]

[[#Sign_In_to_SocialMiner|Sign In to SocialMiner]]

[[#The_Home_Tab|Home Tab and Settings]]

[[#Feeds|Feeds]]

[[#Campaigns|Campaigns]]

[[#Filters|Filters]]

[[#System_Administration|System Administration]]

[[#Notifications|Notifications]]

[[#Reply_Templates|Reply Templates]]

[[#Customer_Chat|Customer Chat]]

[[#SocialMiner_Reporting|SocialMiner Reporting]]

[[#Downloading_and_Installing_Language_Packs|Downloading and Installing Language Packs]]

[[#System_Backup_and_Restore|System Backup and Restore]]

[[#Design_Guidance|Design Guidance]]

[[#Developer_Information|Developer Information]]

[[#Copyright_Notes|Copyright Notes]]

__NOTOC__

= Introduction =

Cisco SocialMiner is a customer-care system that provides capture, filtering, workflow, queuing, and reporting for social media engagement teams. Internet postings captured by SocialMiner are referred to as Social Contacts. SocialMiner stores the social contacts and groups them into user-defined Campaigns. Each Campaign obtains social contacts from one or more Feeds. SocialMiner presents the social contacts to social media customer care personnel who can search, review, categorize, and respond to the postings. SocialMiner also produces reporting metrics on the handling of the social contacts.

SocialMiner has one default user, called the SocialMiner Administrator. The SocialMiner Administrator is the Application User who is configured during installation. The credentials for that user allow initial access to SocialMiner. Certain SocialMiner functions are available only to the SocialMiner Administrator — including access to [[#Active_Directory|Active Directory]] on the Administation tab, where the SocialMiner Administrator can set up other users.

[[#CONTENTS|'''Back to Contents''']]

== Technology and Packaging ==

SocialMiner is a server software application that is packaged as a software appliance. The appliance runs as one VMware® virtual machine containing all of the following components:

*Cisco Unified Communications Operating System (Unified OS), an operating system based on Redhat Linux.
*Informix® embedded database. This database contains the SocialMiner Configuration and the SocialMiner reporting data.
*[http://cassandra.apache.org/ Cassandra datastore]. This datastore contains the social contacts.
*[http://lucene.apache.org/solr/ Solr indexer]. This indexer contains social contact search data.
*Cisco SocialMiner runtime software
*OpenFire server for XMPP BOSH eventing

Setup and administration are done through a browser-based interface that uses [http://en.wikipedia.org/wiki/OpenSocial OpenSocial Gadgets]. SocialMiner is installed with the [http://shindig.apache.org Shindig gadget container] to render the gadgets. SocialMiner gadgets can also be rendered in [[#Advanced_UI_Options|other standard OpenSocial containers]]. All system features and setup can be performed by [http://en.wikipedia.org/wiki/Representational_State_Transfer REST APIs.]

SocialMiner supports integration with most user-generated content sites using standard [http://en.wikipedia.org/wiki/RSS RSS]. SocialMiner also supports direct integrations to [http://www.twitter.com Twitter®] and [http://www.facebook.com Facebook®]. Setup and configuration of SocialMiner to monitor Twitter and Facebook require good working knowledge of those sites. For background information on these sites, review the following Mashable resources:

[http://mashable.com/guidebook/twitter/ The Twitter Guide Book]

[http://mashable.com/guidebook/facebook/ The Facebook Guide Book]

[[#CONTENTS|'''Back to Contents''']]

= What's New in Release 9.0(1) =

Cisco SocialMiner Release 9.0(1) includes these new features and enhancements:

'''Cisco Options Package'''


'''New'''

A third Cisco Options Package file is available that introduces a new feed type for the Twitter Search functionality which enables users to continue searching for specific Tweet threads. This change was prompted because Twitter no longer provides search results in the form of an RSS feed.  This third COP file is cumulative and includes the fixes addressed in the previous 2 COP files for release 9.0(1)


'''UCCX integration'''

SocialMiner release 9.0 is now integrated with the Unified Contact Center Express (UCCX) solution for single session chat.

'''Deployment size options'''

SocialMiner can be configured in two deployment profiles: small (30 social media users and 120 chats) and large (60 social media users and 400 chats).

'''Live Chat'''

The SocialMiner Chat interface now supports low-vision accessibility through JAWS. This feature is enabled and disabled using the ctrl+shift+s keyboard shortcut for customer chat sessions and through a checkbox on the agent settings page for agents.

Once enabled, incoming chat messages and other events are automatically highlighted briefly and can then be announced by JAWS.

Users can now change the font size in their chat interface; keyboard functions allow all users to increase (ctrl+shift+]) or decrease (ctrl+shift+[ ) font sizes in chat.

The keystroke combination ctrl+shift+E ends the chat and closes the agent chat interface.

Chat timeout settings are adjustable.

'''Social Media Features'''

Users can search to find social contacts by author, by status, within a certain date range, or containing specific words.

Agents have the capability to save drafts of social contact replies (for Facebook and Twitter) and have them reviewed before they are released.

A disk usage meter has been added to help monitor disk capacity.

Status change reason codes have been added. When a user hovers over the status indicator of a social contact, a tool tip appears telling them the reason that the social contact is in its current state.

= Installing or Upgrading to SocialMiner Release 9.0(1) =

 Users can install SocialMiner Release 9.0(1) directly or they can upgrade to Release 9.0(1) from release 8.5(5).

[[#Installing_Social_Miner|Installing SocialMiner 9.0(1)]]

Before upgrading to release 9.0(1), users must perform a [[#System_Backup_and_Restoration|DRS backup]] to ensure that they can revert to release 8.5(5) if necessary.

[[#Upgrading_using_Cisco_Unified_Operating_System_Administration|Upgrading using Cisco Unified Operating System Administration]]

[[#Upgrading_using_the_CLI|Upgrading using the CLI]]

[[#Installing_Cisco_Options_Package_Files|Installing Cisco Options Package Files]]

== Installing SocialMiner 9.0(1) ==

SocialMiner is installed as an appliance using the Cisco Unified Communications Operating System (Unified OS). The operating system and SocialMiner application are installed together using a similar installation process as other Unified OS products such as Cisco Unified Communications Manager and Cisco Unified Intelligence Center.

SocialMiner operates on a VMware Virtual Machine on hardware that is running a VMware Host Server. SocialMiner currently supports installation of only a single node.

=== Basic Installation Steps ===

1. Create a VM using an OVF template (when deploying the template, select either a large or a small deployment from the drop-down list) by following the instructions in Design Guidance (the OVA is number 1.2 under Latest Releases and is located in folder 9.0(1)). Additional information for using the OVF template can be found at VMWare Hub.

2. Mount the SocialMiner DVD (or ISO file) to the Virtual Machine and set the Virtual Machine to Boot from the SocialMiner DVD. The Install Wizard opens. Use Tab to navigate between elements and then tap the Space bar or Enter key to select the element and proceed.

3. Perform the Media Check when prompted.

4. Several informational windows open. Select Yes or Continue.

5. Use the arrow keys to highlight the correct timezone, and then tab to navigate to the OK button. Press Enter to proceed.

6. Provide the network information for SocialMiner. A valid host name with matching IP address must be provided. The system confirms that the host name matches the IP address later in the installation process.

7. Select yes to provide DNS Client Settings for SocialMiner. Provide DNS servers and the domain. Select OK.

8. Provide an Administrator ID and Password. This user is for platform (Unified OS) administration.

9. Provide information about your organization. This information generates the security (SSL) certificates for this server.

10. You must provide at least one NTP Server. Enter the NTP host address and select OK.

11. Provide a security password. This password is typically used to communicate between multiple nodes; however, SocialMiner currently supports only a single node.

12. Provide a username and password for the SocialMiner administrator. Additional SocialMiner users can be imported from Active Directory after the SocialMiner install finishes.

13. The confirmation window opens. You can select Back to change settings or OK to complete the installation. Installation can take up to 60 minutes. The server may reboot to complete the installation steps.
If you install from an ISO file and see a Virtual Machine message instructing you to Disconnect anyway (and override the lock)?, select Yes.

After installation finishes, a login prompt appears in the server console.

=== Post-installation Setup ===

After the installation is finished, perform the following one-time setup tasks:

1. If your system is installed behind a firewall, set up a proxy so that feeds can access sites on the Internet.

2. Configure Active Directory so that additional users can log in.

3. Set up the Reporting User so that reporting tools can access the reporting database.

== Upgrading using Cisco Unified Operating System Administration ==

You can upgrade using the Software Upgrades tool in Unified Operating System Administration. You can also upgrade using the [[#Upgrading_using_the_Command_Line_Interface|Command Line Interface CLI]].

Before upgrading to release 9.0(1), users must perform a [[#System_Backup_and_Restoration|DRS backup]] to ensure that they can revert to release 8.5(5) if necessary.

The upgrade can run unattended and may take over an hour.

Open Cisco Unified Operating System Administration from the Administration tab > Platform Administration. You can also use this URL
<pre>http://<servername>/cmplatform</pre>
where ''servername'' is the Hostname or IP address of your SocialMiner server.

#Select '''Software Upgrade > Install/Upgrade'''.
#On the Software Installation/Upgrade dialog box, if you burned the files to CD/DVD:
##Source = DVD/CD.
##Directory = the directory for DVD/CD. Use forward slashes. For example, if the upgrade file is located on the root directory of a CD that is on Drive D, type /D.
##Server = leave blank.
##User Name = leave blank.
##Password = leave blank.
#On the Software Installation/Upgrade dialog box, if the upgrade files are on a remote file server:
##Source = Remote Filesystem.
##Directory = the path to the files. Use forward slashes. For example, /SocialMiner/Installation.
##Server = the IP address of the remote server.
##User Name = the user name to access the remote server.
##Password = the password to access the remote server.
#Click '''Next'''.
#Choose the iso file from the Software Location field.
#Click '''Next'''.
#At the Software Installation/Upgrade screen, select '''Reboot to Upgraded Partition'''.
#Click '''Next'''.

You see a series of messages as the upgrade installation proceeds.

When the upgrade is complete; verify that the system restarts, the correct version is active, and the server status on the System Administration tab shows green checkboxes.

Turn off CSA by performing [[#Turn_CSA_off|these]] steps.

As a best practice, [http://docwiki.cisco.com/wiki/SocialMiner_User_Interface_-_Clear_Cache_and_Cookies_to_Troubleshoot_Unexpected_Results clear the cache and cookies] after the upgrade.

[[#CONTENTS|'''Back to Contents''']]

== Upgrading using the CLI ==

Before upgrading to release 9.0(1), users must perform a [[#System_Backup_and_Restoration|DRS backup]] to ensure that they can revert to release 8.5(5) if necessary.

#Download the 9.0(1) SocialMiner release from Cisco.com and place the file on an FTP or SFTP server. You can also burn the ISO file to DVD.
#Using SSH, log in to your SocialMiner system with the platform administration account.
#Using the CLI, run the command <tt>utils system upgrade initiate</tt>.
#Follow the instructions provided by the <tt>utils system upgrade initiate</tt> command.

An ''example'' of executing the command follows. Note that file names change with each release.

<pre>admin:utils system upgrade initiate

Warning: Do not close this window without first canceling the upgrade.

Source:

1) Remote Filesystem via SFTP
2) Remote Filesystem via FTP
3) Local DVD/CD
q) quit

Please select an option (1 - 3 or "q" ): 2
Directory [q]: /FTP/PATH/TO/UPGRADE/IOS
Server [q]: FTP_HOSTNAME
User Name [q]: FTP_USERNAME
Password: ********
Checking for valid upgrades. Please wait...

Available options and upgrades in "/FTP/PATH/TO/UPGRADE/IOS":

1) UCSInstall_CCP_8_5_1_UCOS_8.5.4.10000-XX.sgn.iso
q) quit

Please select an option (1 - 1 or "q" ): 1
Accessing the file. Please wait...
Downloaded XXXX MB.
Checksumming the file...
Downloaded XXXX MB.
A system reboot is required when the upgrade process completes or is canceled.
This will ensure services affected by the upgrade process are functioning properly.

Downloaded: UCSInstall_CCP_8_5_1_UCOS_8.5.4.10000-X.sgn.iso
File version: 8.5.4.10000-X
File checksum: CHECKSUM

Automatically switch versions if the upgrade is successful (yes/no): yes

Start installation (yes/no): yes
The upgrade log is install_log_2011-03-10.09.52.58.log
Upgrading the system. Please wait...
06/10/2011 09:53:00 file_list.sh|Starting file_list.sh|<LVL::Info>
...
[Many lines of upgrade scripts running]
...
06/10/2011 11:41:31 upgrade_install.sh|Upgrade Complete -- (0)|<LVL::Info>

Successfully installed UCSInstall_CCP_8_5_1_UCOS_8.5.4.10000-XX.sgn.iso

The system upgrade was successful. A switch version request has been submitted.
</pre>
This can take a long time depending on the platform and database size. Continue to monitor the switchover process from the Unified Communications OS Platform [[#Command_Line_Interface|Command Line Interface (CLI).]]

The system reboots after the upgrade.

Verify that the system restarts, the correct version is active, and the server status on the System Administration tab shows green checkboxes.

== Installing Cisco Options Package Files ==

The Cisco Options Package (COP) file provides a generic method to deploy Cisco software outside the normal upgrade process. Some examples of when you use a COP file are to installnew locales, patch fixes, and virtualization tools. You must first download and save the COP file before installing and applying it.

COP files can generally be installed on an active, running system in a shorter time frame than an upgrade file. Unlike upgrades, COP files cannot be removed or rolled back.

Use these instructions to install COP files:

1. Download the SocialMiner COP file from the Cisco Software site http://www.cisco.com/cisco/software/type.html?mdfid=283613136&catid=null to a local source or an SFTP server that can be accessed by the Cisco SocialMiner server.

2. Install the file using the [[#Upgrading_using_the_CLI|CLI upgrade procedure]]. (Remember to replace the upgrade filename with the COP filename).

3. Reboot the server.

Note: If the ReadMe file for a specific COP file contradicts these general guidelines, follow the instructions provided with the file.

== Turn CSA off ==

#Access the CLI directly by signing in using the Administrator credentials.
#Enter the command: <tt>utils csa disable</tt>. A message informs you that the system needs to restart and you are prompted to enter Yes.
#Enter Yes to reboot.

 As a best practice, [http://docwiki.cisco.com/wiki/SocialMiner_User_Interface_-_Clear_Cache_and_Cookies_to_Troubleshoot_Unexpected_Results clear the cache and cookies] after the upgrade.

[[#CONTENTS|'''Back to Contents''']]

= Sign in to SocialMiner =

To launch SocialMiner, use a web browser* to access the root of the web server. Enter
<pre>http://<servername> </pre>
where ''servername'' is the name or IP address of your SocialMiner server.

*See [[SocialMiner Browsers|SocialMiner Browsers]] for information on supported browsers. [[Image:SocialMiner login.png|thumb|right|450px]]

Entering the URL opens a sign-in page where you type your username and password. The first time you sign in, you must use the credentials established during the installation for the application user.

If you have [[#Downloading_and_Installing_Language_Packs|downloaded and installed language files]], the sign in page also has a drop-down for selecting your language.

When you see a "trusted certificate" warning, acknowledge it—for example, by clicking '''Continue to Web Site''' in Internet Explorer or '''I understand the Risk''' in Mozilla Firefox. This saves the certificate to the browser. For some browsers, you can [[#Obtaining_a_CA-Signed_Certificate|obtain and upload a CA-Signed certificate]] so that the security warnings do not persist. If you don't obtain signed certificates, you can still [[#Avoiding_certificate_warning|avoid the certificate warning message]].

A successful sign-in presents the SocialMiner interface to the Home tab. Users see the Search and Configuration tabs, the SocialMiner administrator also sees an Administration tab.

[[#CONTENTS|'''Back to Contents''']]

= The Home Tab =

Topics:

[[#Reviewing_Social_Contacts_By_State|Reviewing Social Contacts By State]]

[[#Working_With_Social_Contacts|Working With Social Contacts]]

[[#Searching_Social_Contacts|Searching Social Contacts]]

[[#Replying_to_Social_Contacts_from_the_Home_Tab|Replying to Social Contacts]]

[[#Tagging_Social_Contacts|Tagging Social Contacts]]

[[#Settings|Settings]]

[[#Training_Bayesian_Filters|Train Filters]]

[[Image:SocialMinerHome.png|thumb|right|450px]]

 The SocialMiner Home tab is a dynamic "Inbox" for viewing and responding to [[#What_is_a_Social_Contact.3F|social contacts]]. No social contacts appear on this tab until you:

#Configure at least one [[#Feeds|Feed]].
#Configure at least one [[#Campaigns|Campaign]].
#Add the Feed to the Campaign.
#Select the Campaign from the '''Please select a campaign...''' drop-down menu.

You can show social contacts that are in specific states (Open, Draft, Handled, or Discarded). You can also open [[#Settings|Settings]] to set your chat alias, to show only those social contacts with specific tags, or to enable training mode for a Bayesian filter. You can also enable Accessibility in the Agent Chat UI from the Settings page.

The SocialMiner Home tab is dynamic in these ways:

*A bar appears periodically at the top of the page indicating that there are one or more new social contacts in the campaign. You can click the bar to refresh the results, or click the refresh icon in the upper-right corner of the window.
*State changes and new tags made by one agent are immediately visible to all agents working in that campaign.

'''VIDEO:''' View a [http://www.youtube.com/watch?v=iteoPj6B52g&hd=1 video] about handling social contacts on the Home tab. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

[[#CONTENTS|'''Back to Contents''']]

== What is a Social Contact? ==

The term Social Contact refers to a post collected by SocialMiner. A social contact can be a Chat, a Tweet, a Facebook wall post, a Blog, or a Forum post.

For example:

#When a customer tweets and the tweet matches the Feed criteria of SocialMiner campaign, that tweet is captured by SocialMiner and stored in the datastore as a social contact.
#An agent's reply to that tweet is captured and saved as another social contact.
#The customer reply to the agent's reply is captured as a third social contact.

A social contact remains in the datastore until it is [[#Purge_Settings|purged]].

SocialMiner stores the following for each social contact:

*Author—the username of the person who posted
*Creation Date—date stored in SocialMiner
*Title-the title of the post
*Description-the nature of the social contact text
*Published Date—date it was published on the Internet (Not all feeds have this.)
*Source type—the type of feed that collected the social contact
*Tags—tags applied by SocialMiner users

[[#CONTENTS|'''Back to Contents''']]

== Reviewing Social Contacts By State ==

A social contact can be in one of five states: Unread, Reserved, Draft, Handled, and Discarded. Use the drop-down on the Home tab to show contacts in a specific state:

'''Show Open''' - Open social contacts are those in the ''Unread'' or the ''Reserved'' state that have not yet been acted on. All social contacts captured by SocialMiner are initially in the Unread state.

'''Show Draft''' - Displays the Twitter and Facebook social contacts that have had draft responses saved for review, but the responses have not yet been sent.

'''Show Handled''' - These social contacts have been handled by an agent. If the social contacts are from an RSS feed, the agent has opened them. If the social contacts are from a Twitter or Facebook feed, the agent has replied to them.

'''Show Discarded''' - These social contacts have been discarded either by an agent (perhaps because no response was required) or - for chat social contacts only - by the system (if the maximum number of simultaneous chats has been exceeded). Discarded contacts remain in the system until they are deleted by the next [[#Purge_Settings|purge.]] (Administrators can find the total amount of system-discarded chats using the Serviceability API.)

When a user hovers over the social contact state indicator, a tool tip opens to say why the social contact is in that state.

== Working with Social Contacts ==

A social contact state can be changed by any user by clicking the social contact state button. The name of the last user to change a state appears next to the social contact as soon as the change occurs: for example, ''Discarded: User2''.

State changing can be done by different agents. For example, Agent1 can reserve a social contact, and Agent2 can handle it.

To undo a state change; show the list for that state, locate the social contact, and click the icon again to reverse the state.

For example, if you set a social contact to Handled and then change your mind about handling it:

#Select '''Show Handled'''.
#Locate that social contact.
#Click the Handle icon. This removes the social contact from the Show Handled list immediately. The social contact is returned to the Show Open list within a few seconds with an Unread status.

Social contact state is universal across the SocialMiner system. For example, if one user handles a social contact, the social contact appears as handled in the browser interface for all other users. This also occurs if the social contact appears in multiple campaigns.

When a chat session ends, the state change buttons for the Social Contact become inactive and are greyed out.

[[#CONTENTS|'''Back to Contents''']]

== Searching Social Contacts ==

The Search tab enables users to search for specific social contacts on SocialMiner.

[[Image:searchtab.png|450px]]

Open the search interface by clicking on the Search tab and type text into the search box for a default search of all fields. Wildcard-based searches using "?" (for a single character) and "*" (for multiple characters)are allowed.

When you start to type, a drop-down list of searchable fields is presented. Select the specific field you wish to search and enter a term (or more than one term enclosed in quotes) beside the field name.

Certain characters are special and cannot be included in the default search unless they are escaped -- meaning either enclosing them in quotes or proceeding them with a backslash. For example, if you want to include the character + in your search, you need to enter \+ or "+". The same is true for the colon (:). For example, to include a URL starting with http:// in your search, enter http\:// or http":"// to have it recognized. (For a full list of all special characters, see the [http://wiki.apache.org/solr/SolrQuerySyntax Solr wiki].)

SocialMiner also allows for a combination of default and field-specific searches using AND and OR operators.

For example, to search for a social contact that contains the phrase "This is a test social contact" and is authored by John Smith, you can search on:

*sc.author:John* (wildcard in field-based search)
OR
*sc.author:"John Smith" AND test social contact (a mix of field-based search and default search)
OR
*test social (just the default search)

Search results are displayed similarly to campaign results. There is more information displayed in both the search and campaign results for Chat social contacts than other social contact types.

[[Image:searchresults.png|500px]]

The title of any Chat social contact is an active link if a transcript has been saved. Click on the link to open a window displaying the chat transcript. (The chat transcript only becomes available once a chat session is closed. If one party in the chat does not close their window, then the system cannot generate the transcript until the inactivity timeout expires.)

[[Image:chattranscriptpopup.png|300px]]

[[#CONTENTS|'''Back to Contents''']]

== Replying to Social Contacts from the Home Tab ==

SocialMiner lets you reply to social contacts using [[#Reply_Templates|Reply Templates]]. There are three system-defined templates: Cisco Twitter, Cisco Facebook, and Cisco Chat. The SocialMiner Administrator can add custom reply templates.

You can select only one reply template per feed on the Add/Edit Feed page for each Feed Type.

*[[#Replying_to_a_Chat|Replying to a Chat]]
*[[#Replying_to_a_Twitter_Social_Contact|Replying to a Twitter Social Contact]]
*[[#Replying_to_a_Facebook_Fan_Page|Replying to a Facebook Fan Page]]
*[[#Replying_to_an_RSS_Social_Contact|Replying to an RSS Social Contact]]

 

=== Replying to a Chat ===

When a customer submits a chat form, a new social contact opens in the chat campaign, and the customer enters a chat room and waits for an agent. The agent who clicks the Reply icon for that social contact launches the Chat reply template and enters the chat room where the customer is waiting.

The agent types in the text-entry area and presses Enter.

The customer sees the agent's message and enters a response.

To reply to a chat using the Cisco Chat reply template:

'''1.''' Select a social contact generated from a chat. Click the Reply icon. The chat room opens to show the customer's name and any Extension Field data in the left panel.

'''2.''' Type a remark in the lower right panel and press ENTER to begin the dialog.

=== Replying to a Twitter Social Contact ===

There are multiple ways to reply to a Twitter social contact:

*Direct-message the author of the Tweet.

*Create an "@" reply that is viewable to everyone on Twitter.

*Configure the feed to respond with the Cisco Twitter reply template, which lets you follow the recipient of the message if you are not currently following them.

To reply to a tweet using the Cisco Twitter reply template:

'''1.''' Select a Twitter Account social contact and click Reply. The Cisco Twitter template opens and provides the following fields:

*Account: Select the Twitter Account from which you are replying. All Twitter Accounts configured on this system appear in the dropdown menu.
*Once the account is selected, the system checks the Follow status of the intended recipient. If the account is not already following the recipient, you can click Follow to begin following.
*The conversation history of the social contact is listed below the selected social contact. You can reply, retweet, or Direct Message to any tweet in the conversation. The social contact that was originally reserved is marked as handled even if you do not reply to the most recent tweet in the conversation. The status of the other social contacts (tweets) in the conversation does not change.
*Select the type of reply: either Direct Message, retweet, or reply. A pop-up text box appears where you can enter your message. Note: You can only Direct Message a Twitter user if the intended recipient is following you. Replies and retweets are posted to the timeline of the Twitter account. A Direct Message is sent directly to the poster of the tweet.
*Enter your reply in the pop-up text box. Text input is limited to 140 characters. The current character count is listed at the upper right of the text box.

'''2.''' Click Tweet, Retweet, or Send to send the response (depending on the type of reply selected) or, for replies and direct messages, click Save Draft to save the response for review and then send it later. If you save a draft message, it is marked as Draft and can be found under the Show Drafts menu. Once the response has been sent, the social contact is marked as Handled.

The reply template is customizable. The instructions above pertain to the default Cisco Twitter template. If your administrator has provided a custom reply template, the steps for replying may differ. [[Image:CampaignResultsCiscoTwitterReply.png|thumb|center|450px]]

 [[#CONTENTS|'''Back to Contents''']]

=== Replying to a Facebook Fan Page ===

To reply to a Facebook fan page:

*Click the link on the social contact to open the post or comment and enter your comment.

*Configure the feed to use the Cisco Facebook reply template and respond directly to the Fan Page from SocialMiner.

Facebook accepts content from a Facebook Reply Template only if the person who [[#Facebook_Fan_Page_Feed_Type|added the Facebook Fan Page feed]] received authorization from Facebook by clicking '''Get Post Authorization'''. Facebook ensures that the user is a fan of the page and has permission to post.

'''1.''' Select a Facebook social contact. Click the Reply icon.

The Cisco Facebook Reply form opens to show

*The name of the person who posted or commented on the Facebook page
*A text area for your comment
*A Like indicator

If you have never replied, or if you have previously replied with an Unlike, the template shows Like. If you have previously replied with Like, the template shows Unlike. You can reply without selecting Like or Unlike.

'''2.''' Click Send to send the reply or click Save Draft to save the response for review and then send it later. If you save a draft message, it is marked as Draft and can be found under the Show Drafts menu. Once the response has been sent, the social contact is marked as Handled.

The instructions above pertain to the default Cisco Facebook reply template. If your SocialMiner Administrator has created and configured a custom reply template for Facebook, the steps for replying may differ.

[[#CONTENTS|'''Back to Contents''']]

=== Replying to an RSS Social Contact ===

You cannot reply directly to a social contact from an RSS feed. You can, however, tag the RSS contact and set notifications so that an agent receives an email or an Instant Message for the social contact.

[[#CONTENTS|'''Back to Contents''']]

= Tagging Social Contacts =

Tags are labels that allow you to categorize social contacts, to track workflow, and to set up [[#Notifications|notifications]].

For example, all social contacts that mention billing concerns could be tagged with Billing. You could then set up notifications to email social contacts with that tag to Customer Service.

You can tag similar social contacts with the same tag, then use the [[#Settings|Settings page]] to filter the list of social contacts to show only social contacts with a particular tag.

[[#CONTENTS|'''Back to Contents''']]

'''Adding Tags'''

When you hover over a social contact, you see a text box and a '''Tag''' button.

To enter a tag, click the text box and type the tag. Then press '''Enter''' or click '''Tag'''. The new tags are immediately visible to all users who view that social contact. You can add a maximum of 20 tags to a social contact. Use commas to separate multiple tags.

Social contacts are not duplicated even when they appear in multiple campaigns. When a user tags a social contact in one campaign, the tag appears to other users who are viewing that social contact from another campaign.

[[#CONTENTS|'''Back to Contents''']]

'''Suggested Tags:'''

A maximum of 10 common or recently used tags for the selected campaign appear as 'suggested tags' links to the right of the Tag button. You might need to click Refresh to see newly-added suggested tags. To add one or more of these suggested tags to the social contact. click the link for the suggested tag. These suggestions provide one-click tagging for commonly used tags. The suggestions are specific to the campaign, not to the entire SocialMiner system, and are only updated on a refresh.

[[#CONTENTS|'''Back to Contents''']]

'''Deleting Tags'''

To delete a tag from a social contact, click the small, grey x at the right of the tag name.

'''Automatic Tags''' You can also configure up to 10 automatic tags for a feed. All social contacts pulled in for that feed have these auto-tags. See [[#Automatic_Tags_for_Feeds|Automatic Tags for Feeds]].

'''VIDEO''': View a [http://www.youtube.com/watch?v=Sy6CIKDyYIM&hd=1 video] about using tags. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

[[#CONTENTS|'''Back to Contents''']]

= Settings =

Click the Settings icon at the top right of the Home tab open the Settings page.

[[Image:homesettings.png|thumb|center|450px]]

Use this page to set your chat alias, to enable or disable the Accessibility feature on the agent chat interface, to show or hide social contacts by tag, and to enable training for a [[#Bayesian_Filters|Bayesian filter.]]

The default chat alias value "Agent" can be changed to a string of up to 40 characters (stored in the browser as a cookie). Agents use this value to define how they will be identified to users.

The Chat interface supports accessibility by using the JAWS ‘highlighted text’ functionality. With JAWS configured to read highlighted text and Accessibility mode enabled, incoming chat messages and other events are highlighted briefly so JAWS can announce them.

Click on the check the box to enable or disable the Accessibility feature in the agent chat interface.

Although tags and Bayesian filters are global (all users can see them), settings are user-specific. Your changes to Settings determine what ''you'' see for the campaign but do not do not effect what others see in the campaign.

[[#CONTENTS|'''Back to Contents''']]

= Training Bayesian Filters =

If you have [[#Filters|added a Bayesian filter]], you can select it on the Settings page to activate training mode.

'''None''' is the default on the Settings page. Selecting a Bayesian filter enables filter training and changes the campaign display on the Home tab to show Plus (+) and Minus (-) training buttons for each social contact.

*Click the Plus button to mark the social contact as being "in" this filter. (This tells SocialMiner: Keep social contacts similar to this one. Do not filter out social contacts like this.)

*Click the Minus button to mark this social contact as "out" of this filter. (This tells SocialMiner: Do not include social contacts like this one.)

To disable training mode, return to the Settings page and select ''None''.

Training settings are user-specific. Your changes to enable training mode do not effect what others see for the campaign.

[[#CONTENTS|'''Back to Contents''']]

= Feeds =

[[Image:SocialMinerfeeds854.png|thumb|right|228px|SocialMinerfeeds854.png]]

Topics:

*[[#Feed_States|Feed States]]
*[[#Adding_and_Editing_Feeds|Adding and Editing Feeds]]
*[[#Adding_Feeds_using_the_Feed_Bookmarklet|Adding Feeds using the Feed Bookmarklet]]
*[[#Feed_Types|Feed Types]]
**[[#RSS_and_Authenticated_RSS_Feeds|RSS and Authenticated RSS Feeds]]
**[[#Facebook_Fan_Page_Feed|Facebook Fan Page Feed]]
**[[#Push_Feed|Push Feed]]
**[[#Chat_Feed|Chat Feed]]
**[[#Twitter_Account_Feed|Twitter Account Feed]]
**[[#Twitter_Stream_Feed|Twitter Stream Feed]]
**[[#Twitter_Search_Feed|Twitter Search Feed]]
*[[#Polling_Interval_for_Feeds|Polling Interval for Feeds]]
*[[#Minimum_Age_for_Feeds|Minimum Age for Feeds]]
*[[#Automatic_Tags_for_Feeds|Automatic Tags for Feeds]]
*[[#Extension_Fields_in_Push_and_Chat_Feed_Sample_Code|Extension Fields in Push and Chat Feed Sample Code]]
*[[#Deleting_Feeds|Deleting Feeds]]

 The Feeds gadget is on the SocialMiner Configuration tab.

A '''Feed''' is a stream of social contacts coming from a single source. Setting up feeds is a foundational step for your SocialMiner system. You see no social contacts on the Home tab until you configure at least one feed and add it to a campaign.

'''Note''' If your server is behind a firewall, the administrator may need to configure SocialMiner to use a proxy to reach the Internet. See [[#Proxy_settings|Proxy Settings]].

'''Note also that''': SocialMiner uses a process called de-duplication to automatically remove duplicate social contacts. For example, if a user configures several ''overlapping'' feeds that capture the same result, then SocialMiner does not capture the same social contact twice. The de-duplication functionality relies on the unique URL of the post. For example, each Tweet or blog has a unique URL. Before SocialMiner creates a new social contact in the datastore, it verifies that the URL of that social contact is not already in the datastore.

[[#CONTENTS|'''Back to Contents''']]

== Feed States ==

Icons are used as visual indicators to display the state of each feed. Hover the cursor over the icon to display a tool tip that explains the state.

== Adding and Editing Feeds ==

To create a feed, click '''Add''' in the feed list view. To edit the settings for a feed, click its name.

Select the feed type and complete the fields for the feed type. The fields vary by feed type.

Social contacts retrieved by feeds are time-limited by the number of days defined in the Purge Social Contacts older than (days) setting of the [[#Purge_Settings|Purge Settings tool]]. (This tool is on the Administration tab and is used by the SocialMiner Administrator only.) The default is to retain social contacts for 30 days.

If you change a feed (for example, to rename it, change the URL, or change the polling interval), you do not need to re-add it to the campaign.

[[#CONTENTS|'''Back to Contents''']]

== Adding Feeds using the Feed Bookmarklet ==

[http://en.wikipedia.org/wiki/Bookmarklet Bookmarklets] are "smart bookmarks" that include JavaScript. Creating a feed using the Feed Bookmarklet is a one-click method for adding feeds to SocialMiner and eliminates the need to complete fields on the Add Feed form and to copy/paste the URL.

'''To get and use the Bookmarklet:'''

1. From the Feed Configuration gadget, drag the ''Feed Bookmarklet'' link at the bottom of the gadget to the Mozilla Firefox Bookmarks toolbar. (If you click the Feed BookMarklet link directly, you see a message instructing you to drag the link to the toolbar.) The Feed Bookmarklet remains on the toolbar unless you delete it, although there is no reason to do so.

2. Navigate to a Twitter ad-hoc or saved Search result page or to a website with RSS feeds.

'''Note: Although Twitter does still support search results in the form of an RSS feed, it is deprecated by Twitter and may be removed in the future. See the latest Release Notes and watch for notification of any Cisco Options Package files for more information on this issue.'''

3. From that page, click the Feed Bookmarklet bookmark that you dragged to the Bookmarks toolbar. A message displays if the page has no feeds.

4. If you are prompted to log in, enter your SocialMiner login credentials. You must authenticate once per browser session.

5. For Twitter Searches, a SocialMiner window opens indicating that a feed for the search was saved, along with the Name and URL of the feed. If the feed was not saved, you see a message indicating the problem.

6. For websites with RSS feeds, the SocialMiner window captures all feeds on the page and filters them with icons indicating whether they are standard feeds or possible feeds.

*A green checkmark displays for standard feeds. SocialMiner qualifies RSS feeds as "standard" when their URLs are indicated as such by the website.
*A blue question mark indicates that the feed is possibly an RSS feed, but may not be. SocialMiner qualifies RSS feeds as "possible" when their URLs simply contain "rss", "atom", or "feed".

Some URLs may be filtered out of the list even if they meet the above criteria—for example, they will not be captured and displayed if they include embedded scripting.

7. Click the link that you want to add as a feed. The SocialMiner window updates to indicate that the feed was saved, along with the Name and URL of the feed. You see an error message if there was a problem saving the feed.

8. Close and re-open the Feed Bookmarklet for each URL in the list that you want to save. You see an error if you try to save a duplicate feed (a feed with the same Name as one that is already saved).

9. After saving a feed, navigate to the SocialMiner Configuration tab. The feed displays in the Feed gadget list. Feed names are truncated at 85 characters.

10. Proceed as you would with any feed to edit the name, description, polling interval, and minimum age; and to add automatic tags. RSS feeds created using the bookmarklet default to "No Reply Template". Twitter Search feeds created using the bookmarklet default to the "Cisco Twitter" reply template.

11. Add the feed to a campaign.

[[#CONTENTS|'''Back to Contents''']]

== Feed Types ==

SocialMiner supports the following types of Feeds. Each feed type has unique settings, which are described in the sections below:

*[[#RSS_and_Authenticated_RSS_Feeds|RSS and Authenticated RSS]]
*[[#Facebook_Fan_Page_Feed|Facebook Fan Page]]
*[[#Push_Feed|Push Feed - SocialMiner Administrator only]]
*[[#Chat_Feed|Chat Feed - SocialMiner Administrator only]]
*[[#Twitter_Account|Twitter Account]]
*[[#Twitter_Stream_Feed|Twitter Stream - SocialMiner Administrator only]]
*[[#Twitter_Search_Feed|Twitter Search]]

=== RSS and Authenticated RSS Feeds ===

RSS is one of the simplest and most widely-available means for SocialMiner to capture social contacts, because there are many forum and blog sites that support [http://en.wikipedia.org/wiki/RSS RSS]. You can create an RSS feed as described below; you can also create a feed using the [[#Adding_Feeds_as_Bookmarklets|Feed Bookmarklet]].

SocialMiner supports the following RSS Feed standards:

*[http://validator.w3.org/feed/docs/rss1.html RSS 1.0]
*[http://validator.w3.org/feed/docs/rss2.html RSS 2.0]
*[http://tools.ietf.org/html/rfc4287 ATOM 1.0]

The Authenticated RSS feed type is similar to RSS but requires [http://en.wikipedia.org/wiki/Basic_access_authentication basic authentication]. The username and password are encrypted and stored in the SocialMiner configuration database.

'''VIDEOS:'''

*View a [http://www.youtube.com/watch?v=YneS1h1catg&hd=1 video] about adding RSS Feeds.
*View a [http://www.youtube.com/watch?v=L9YhIEpKC5c&hd=1 video] about adding Authenticated RSS Feeds.

Although these videos were created for an earlier version of SocialMiner and show an older user interface, they present accurate information.

[[#CONTENTS|'''Back to Contents''']]

'''About Paging from RSS Feeds'''

SocialMiner does not support the reading of multiple "pages" from an RSS feed. SocialMiner captures the posts that are presented on the first (main) page returned by a site. This limitation prevents the system from capturing posts prior to the current page of results and allows SocialMiner to capture all results going forward as long as the site generates a page or less of results in each interval.

Some sites allow the URL to specify the number of results on a page. If you use this feature to set the number of results to return and you also regulate the polling interval, you can optimize system performance and reduce load on the site, while ensuring all posts are captured.

'''Configuring RSS and Authenticated RSS'''

To configure an RSS or Authenticated RSS feed:

#Access the Feed gadget.
#Click Add.
#Select RSS or Authenticated RSS feed type, and enter the following fields:
##Type—Required
##Name—Required
##Description
##URL—Required. This must be a valid RSS Feed
##Username—Username for the feed. Required for Authenticated RSS feed. Not Applicable to RSS Feed.
##Password—Password for the feed. Optional for the Authenticated RSS feed. Not Applicable to RSS Feed.
##[[#Polling_Interval_for_Feeds|Polling Interval]]—Number of minutes to wait between refreshing this feed.
##[[#Minimum_Age_for_Feeds|Minimum age]]—The number of hours old a post must be before it is included as a result. This lets you exclude recent posts.
#Optionally, provide [[#Automatic_Tags_for_Feeds|Automatic Tags]] for the feed.
#Click '''Save''' to save the feed.

[[#CONTENTS|'''Back to Contents''']]

=== Facebook Fan Page Feed ===

'''About Facebook Fan Page Feeds'''

The Facebook fan page feed type captures all posts and comments published on your Facebook Fan Page wall.

Facebook wall posts and comments are captured by SocialMiner and rendered in a time-sorted stream. This rendering differs from the standard Fan Page layout. The goal of this layout is to ensure that 100% of the wall posts and comments are noticed by the consumer of the results. It is more difficult to achieve this goal when viewing the wall posts and comments directly on Facebook, as they are grouped by wall post instead of time-sorted.

When displayed in SocialMiner, Facebook wall posts and comments are differentiated by the format of the title:

*Facebook post from [first name] [last name]

*Facebook comment from [first name] [last name] for "[post]"

The link in the title provides a direct link to the wall post on Facebook. Note that Facebook does not anchor comments, therefore the link takes the browser to the wall posts to which the comment refers and not directly to the comment.

'''SocialMiner requires a clean Fan Page "Vanity URL".''' Facebook appends certain parameters to a URL depending on how you navigated to the URL. For example, when you find the Cisco Contact Center Fan Page through Facebook search, you see this URL: http://www.facebook.com/#!/CiscoCC?ref=ts. However the direct URL for the fan page is http://www.facebook.com/CiscoCC. This base URL is what Facebook refers to as the "Vanity URL". The name "CiscoCC" was registered by the administrator of this page.

Some Fan Pages have a number instead of a text name (this is not common). These are pages that have not yet registered a Vanity URL. In this case, the URL with the number satisfies the requirements of SocialMiner configuration.

 '''Configuring a Facebook Fan Page Feed'''

To configure a Facebook Fan Page feed:

#Access the Feed gadget.
#Click Add.
#Select Facebook Fan Page feed type, and enter the following fields:
##Type—Required
##Name—Required
##Description
##URL—Required. This must be a valid Facebook Fan page The URL must start with <tt>http://www.facebook.com</tt>
##[[#Polling_Interval_for_Feeds|Polling Interval]]—Number of minutes to wait between refreshing this feed.
##[[#Minimum_Age_for_Feeds|Minimum age]]—The number of hours old a post must be before it is included as a result. This allows you to exclude recent posts.
##Reply template—The reply template to be used for replying to social contacts obtained from this feed. Defaults to the Cisco Facebook Reply Template.
##Optionally, provide [[#Automatic_Tags_for_Feeds|Automatic Tags]] for the feed.
#Click '''Save'''.
#Save redirects you to request authorization from Facebook to allow SocialMiner to access the fan page.
#Sign in to Facebook with your organization's username and password and then click '''Allow''' to allow the SocialMiner to access the Facebook Fan Page.
#Successful Authorization creates and saves the feed.

 '''Edit a Facebook Feed'''

To edit a feed, simply click on the feed name, make the change, and click '''Save'''.

When you edit a Facebook feed, there are three buttons: '''Cancel''', '''Save''', and '''Reauthorize and Save'''.

If the icon next to a Facebook feed is red and the hover text for that icon reports authorization issues, open the Feed as if to edit it and click '''Reauthorize and Save''' to initiate the Facebook authorization process.

 Posted replies will appear as being from the user who authenticated the posting. For example, if the posting was authorized by the Facebook account for Harrison Dental and employee Dr. Lee replies to a social contact, her reply is from Harrison Dental and not from her own Facebook account.

[[#CONTENTS|'''Back to Contents''']]

=== Push Feed ===

The push feed type allows you to "push" social contacts directly to SocialMiner through HTTP GET requests. A push feed is an interface for generating a social contact through a web form. For example, you might want to create a social contact to test the routing of email notifications. You might also want to create a social contact for a response to a feedback form on your website.

Using the Feed gadget, create a new feed and select the Push feed type.

The SocialMiner Administrator can add, edit, and delete Push Feeds. Non-administrators can only see Push Feeds on the Configuration tab and can use them (add them to campaigns).

1. Enter or edit the following fields.

*Type—Required
*Name—Required
*Description
*Reply template - The reply template to be used for replying to social contacts obtained from this feed.
*Optionally, provide [[#Automatic_Tags_for_Feeds|Automatic Tags]] for the feed.

2. Save the Push Feed.

3. Click the saved Push Feed from the list of Feeds to open it in Edit mode.  You see a '''Sample Code''' link which contains working HTML code containing the correct IP address and feed id values for the instance you are working on. It also displays the form fields you need to get from the user and some examples of optional fields you can include. The required fields are Title and Author. The optional fields are Description, Tags, and  [[#Extension_Fields_in_Push_and_Chat_Feed_Sample_Code|Extension Fields]].

In the following example, we use extension fields ‘Remarks’ and ‘Yours’. 
<pre><style type='text/css'>span { display: inline-block; width: 100px; }</style>
<form action='http://10.86.141.251/ccp-webapp/ccp/pushfeed/100011' method='get'>
'''Title''':<input type='text' name='title' /> 
'''Author''':<input type='text' name='author' /> 
'''Description''':<input type='text' name='description' /> 
'''Tags''':<input type='text' name='tags' /> 
'''Remarks''':<input type='text'name='extensionField_remarks'/> 
value='sample value' /> 
'''Yours''':<input type='text'name='extensionField_yours'/> 
value='your value' /> 

<input type='submit' value='Submit'/>
</form>
</pre>
4. Copy the code from the '''sample code''' link and save it as HTML. Edit the fields; then click Submit from the HTML form.

The code is authenticated against SocialMiner, and a URL to the new social contact is returned. The social contact will appear in the campaign that includes the Push Feed. [[Image:Samplepushfeed.png|thumb|right|320px|Samplepushfeed.png]]

 If the tags in the Push feed code are associated with notification rules, the notifications will trigger immediately when the social contact is submitted.

You can have multiple independent Push feeds on one SocialMiner system.

The Push Feed must be associated with a campaign in order to activate. As a best practice, create a test campaign prior to testing your Push Feed.

 [[#CONTENTS|'''Back to Contents''']]

=== Chat Feed ===

A chat feed is a variation of push feed that contains sample HTML code for the fields a customer sees in a click-to-chat request form. When the customer clicks to chat and submits the form, a social contact is created and added to the campaign for the chat feed. SocialMiner displays a welcome screen, sets up a chat session for that social contact, and logs the user represented by that social contact into the chat session.

The SocialMiner administrator can add, edit, search, and delete Chat Feeds as well as set the values for the Chat join and Chat inactivity timeouts. These values are set on a feed by feed basis.

Users can see Chat Feeds on the Configuration tab and can use them (add them to campaigns). Using the Feed gadget, create a new feed and select the Chat feed type.

VIDEO: View a video [http://youtu.be/-KvMAhnQhQ4] about how to set up a Chat Feed.

1. Enter or edit the following fields.

*Type—Required
*Name—Required
*Description
*Chat join timeout-Defines how long the system waits for an agent to join the chat during the setup process before sending the customer the chatAgentJoinTimeout message (see below).
*Chat inactivity timeout-Defines how long the system waits before automatically closing the chat session if there is no customer activity.
*Reply template—Select '''Cisco Chat'''.
*Optionally, provide [[#Automatic_Tags_for_Feeds|Automatic Tags]] for the feed.

2. Save the Chat Feed.

3. Click the saved Chat Feed from the list of Feeds to open it in Edit mode.

4. Click the '''Sample Code''' link to open sample code that contains working HTML with the form fields you need to make the POST request for the chat feed.

5. Save the code from the '''Sample Code''' link locally and modify it as needed.

6. Add the HTML to your website.

*The HTML code from the Sample Code link includes the SocialMiner server IP address and feed ID (100045 in the following example). If you have multiple chat feeds, the Feed ID will be different for each one, so be sure to copy the sample code from the correct chat feed.
*The code also contains form fields  Title, Author, Description, and Tags and three extension fields.
*In general, extension fields are a collection of custom name/value pairs that can be added to social contacts and are subsequently displayed in the Agent Chat user interface. The Remarks extension field appears in the form. The name of the field and the value entered by the customer are added to the social contact and are displayed to the agent.
*Four hidden extension fields are special extension fields used to customize the Customer Chat user interface – they are not added to the social contact and therefore are not displayed in the Agent Chat user interface.
**extensionField_chatAgentJoinTimeOut
**extensionField_chatError
**extensionField_chatLogo
**extensionField_chatWaiting

During the chat setup process, if no agent responds before the chat join timeout, the customer is sent a message (defined in extensionField_chatAgentJoinTimeout) indicating that they can continue waiting or try again later.

Replace “./img/ciscoLogoColor.png” with the location of your own logo and replace the default text strings with the messages you want the customer to see for each circumstance. '''Note:''' Users must localize the messages in the sample form in order for it to appear appropriately in their customer chat interface.

*The sample code also includes a button to Submit.

Here is an example of the SocialMiner code for a Chat Feed. This example is for illustration purposes only - do not copy and paste from this example as the server address and Feed ID will not be appropriate for your instance.  Always use the code from the Sample Code link. 
<pre><style type='text/css'>span { display: inline-block; width: 100px; }</style>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8">
<form action='https://<SocialMinerServer>/chatproxy/api/chat/form/100045' method='post'>
Title:<input type='text' name='title' /> 
Author:<input type='text' name='author' /> 
Description:<input type='text' name='description' /> 
Tags:<input type='text' name='tags' /> 
Remarks:<input type='text' name='extensionField_remarks' value='sample value' /> 
<input type='submit' value='Submit'/>
<input type="hidden" name="extensionField_chatLogo" value="./img/ciscoLogoColor.png">
<input type="hidden" name="extensionField_chatWaiting" value="Welcome, please wait while
we connect you with a customer care representative.">
<input type="hidden" name="extensionField_chatAgentJoinTimeOut" value="All customer care representatives
are busy assisting other clients. Please continue to wait or try again later.">
<input type="hidden" name="extensionField_chatError" value="Sorry, the chat service is currently not
available. Please try again later.">

</form>
</pre>
  [[Image:Samplechatfeedform.png|thumb|none|313px|Samplechatfeedform.png]]

 When a user completes and submits the form, a URL to the new social contact is returned. The user sees an interface with the welcome message.

If no agent picks up the chat before the first timeout, the message changes to to indicate no agent is available.

If the system reaches the second timeout before an agent picks up the chat, the user receives the chat error message and a tool tip (displayed when hovering over the information icon) indicates why the chat failed.

 

==== Modifying the Sample code for a Chat Feed ====

You can

*Modify the content within the span tags.

*Add additional [[#Extension_Fields_in_Push_and_Chat_Feed_Sample_Code|Extension Fields]].

You cannot delete the title or author.

 '''Example of a Modified Form:'''

In this modified form, The label for "Title" was changed to "My Issue". The label for "Author" was changed to "My Name". "Description" was removed. The "Remarks" extension field was removed, and three extension fields were added: "My Preferred Language", "My Phone", and "My Email".
<pre><style type='text/css'>span { display: inline-block; width: 100px; }</style>
<form action='https://10.86.141.251/chatproxy/api/chat/form/100051' method='post'>
My Issue:<input type='text' name='title' /> 
My Name:<input type='text' name='author' /> 
Tags:<input type='text' name='tags' /> 
My Preferred Language:<input type='text' name='extensionField_remarks' value='enter language' /> 
My Phone:<input type='text' name='extensionField_remarks' value='enter phone number' /> 
My Email:<input type='text'name='extensionField_remarks'value='enter email address' /> 
<input type='submit' value='Submit'/>
</form>
</pre>
[[Image:ModifiedChatFeed.png|thumb|none|275px|ModifiedChatFeed.png]]

[[#CONTENTS|'''Back to Contents''']]

=== Twitter Account Feed ===

'''About the Twitter Account Type Feed'''

'''VIDEO''': View a [http://www.youtube.com/watch?v=9sIUUVp-WOo&hd=1 video] about configuring a Twitter Account Feed. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

See also [http://docwiki.cisco.com/wiki/SocialMiner_Twitter SocialMiner Twitter.]

The Twitter Account Feed Type uses the [http://apiwiki.twitter.com/Twitter-API-Documentation Twitter REST API]. This Feed type captures Mentions and Direct Messages for a Twitter account. Twitter Account Feeds include all tweets that include "@USERNAME" and the Direct Messages to the @USERNAME account. This Feed type also captures tweet type, for example "retweet" or "in-reply-to". You can have only one Twitter Account for the same user per SocialMiner system.

The Twitter Account feed is configured using [http://en.wikipedia.org/wiki/OAuth OAuth]. During the feed configuration, SocialMiner redirects the user to Twitter to validate the Twitter account. This provides a security benefit, as using OAuth avoids the storage of the user's Twitter account information on the SocialMiner server. Clicking Save opens the Twitter authentication service in a new browser window. (You may need to authorize pop-ups in your browser.) Follow the directions to authorize SocialMiner to access the Twitter account.

If you are signed in to Twitter using the same account you entered in the Feed configuration, click Allow.

If you are not signed in, you are prompted to enter the Twitter Username and Password for the account. It is also possible that you are logged in to a different Twitter account, such as your personal account. If that is the case, click sign out, then sign in with the correct account and click '''Authorize app'''. After you click Authorize app, the browser window closes and you return to the Feed Configuration gadget with your new feed successfully created.

You have now authorized SocialMiner to access all Twitter functionality for this account.

Based on their authorization, Twitter provides SocialMiner with a key to enable access to the account. SocialMiner will then be able to use the Twitter account. If any issues arise, you can [[#Reauthorize_and_Save_in_Edit_Mode|Reauthorize and Save in Edit Mode.]]

Twitter provides a list of applications (connections) that have been granted access to a Twitter account. A Twitter user can revoke access at any time. See http://twitter.com/settings/connections.

[[#CONTENTS|'''Back to Contents''']]

'''Configuring a Twitter Account Feed'''

1. Access the Feed Gadget.

2. Click Add.

3. Select the Twitter Account feed type, and enter or following fields:

*Type—Select the Twitter Account feed type from the dropdown. Required
*Name—The name of the feed. Required
*Description
*Username—Required. A valid Twitter username for the user you will be posting as. '''Note:''' Only one Twitter Account Feed per Twitter username per SocialMiner server is allowed.
*[[#Polling_Interval_for_Feeds|Polling Interval]]—Number of minutes to wait between refreshing this feed. The recommmended default is 5 minutes.
*[[#Minimum_Age_for_Feeds|Minimum age]]—The number of hours old a post must be before it is included as a result. This allows you to exclude recent posts.
*Reply template—The reply template to be used for replying to social contacts obtained from this feed. Defaults to the Cisco Twitter Reply Template.
*Optionally, provide [[#Automatic_Tags_for_Feeds|Automatic Tags]] for the feed.

4. Click '''Save'''.

'''Save''' redirects you to the Twitter authentication service, which lets you approve using this application with your Twitter account. Follow the directions to enter credentials to authorize access to the Twitter account.

==== Reauthorize and Save in Edit Mode ====

When you edit a Twitter Account feed, there are two buttons: '''Save and Reauthorize''' and '''Save'''.

If the icon next to a Twitter Account feed is red and the hover text for that icon reports authorization issues, open the Feed to edit it. Click Reauthorize and Save to initiate the Twitter authorization process.

If there is no indication that you need to reauthorize but you want to edit the feed for other reasons—for example, to change the Polling Interval—make the change and click Save.

 

=== Twitter Rate Limit ===

Twitter Accounts are [https://dev.twitter.com/docs/rate-limiting/faq rate-limited] by Twitter.

When the Twitter rate limit has been reached, the hover text for the feed warning icon shows text similar to this: "Rate limit reached. Feed will reactivate at 10:39 AM Last successful fetch time was 2 minutes ago, Success rate is 50%.”.

'''Note''': Polling rates have an impact on how quickly a feed reaches it's limit. A default polling rate of 5 minutes is recommended.

[[#CONTENTS|'''Back to Contents''']]

=== Twitter Stream Feed ===

'''About the Twitter Stream Feed'''

'''Important: Only one Twitter Stream per SocialMiner server is supported.''' Your server IP will be blacklisted by Twitter if you configure multiple Twitter Stream feeds. If your IP is blacklisted by Twitter, you must delete all Twitter Stream feeds and wait approximately 2 hours to remove your IP from the Twitter blacklist.

'''The SocialMiner Administrator can add, edit, and delete Twitter Stream Feeds. Non-administrators can only see Twitter Steam Feeds on the Configuration tab and can use them (add them to campaigns).'''

If you require multiple Twitter Streams, you must discuss this need with Twitter or deploy two SocialMiner systems. If you have more than one SocialMiner system going through a single proxy, or you are using some other software system that uses Twitter Streams through that same proxy, your Proxy will be blacklisted by Twitter.

The Twitter Stream feed type uses the [http://dev.twitter.com/pages/streaming_api Twitter Stream API] or what is sometimes referred to as the "firehose" interface on Twitter to provide realtime access to Tweets. This interface provides different capabilities than the [http://search.twitter.com/ Search API.] A benefit of this Twitter Stream is the speed and efficiency of capturing greater tweet volume at faster speeds. There is no polling interval since the interface pushes the Tweets to the SocialMiner server. The Twitter Stream API also provides more meta-data associated with the tweets then the Search API. For example, the Twitter Stream API provides the indication that a Tweet is in-reply-to another Tweet (this is not available via RSS).

There are a couple of downsides to the Twitter stream API. It provides less searching/filtering capability then the search API. The interface supports keyword searching but, for example, it does not support exclusion of keywords. This limited searching capability results in more on-board filtering by the SocialMiner server. Also, the Twitter Stream reply does not provide historical results; therefore downtime in the SocialMiner system could result in missed Tweets. Finally, due to another limitation in the Twitter Stream API, searches in languages that are non-space delimited (such as Arabic, Chinese, and Japanese) return no results. More information on this limitation can be found on the [https://dev.twitter.com/docs/streaming-api/user-streams/suggestions Twitter Developers] site.

 The Twitter Stream API requires authentication. A Twitter account username and password is required to configure this type of feed. '''Note: Twitter only allows one Twitter Stream connection per account'''. If there are unrelated Twitter keyword searches required then you must configure multiple Twitter accounts, since adding unrelated keywords to one stream makes SocialMiner Campaign and Filter configuration difficult.

When Tweets are captured by SocialMiner using the Twitter Stream, the heading in the social contact indicates the type of Tweet. For example, the heading indicates if the social contact is a "Tweet" or "ReTweet" or if it is "in-reply-to". This type of context is not available when capturing Tweets via RSS.

See also [http://docwiki.cisco.com/wiki/SocialMiner_Twitter SocialMiner Twitter.]

 '''Configuring a Twitter Stream Feed Type'''

'''VIDEO''': View a [http://www.youtube.com/watch?v=E_JXmPaNiFk&hd=1 video] about configuring a Twitter Stream Feed. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

1. Access the Feed gadget.

2. Click '''Add'''.

3. Select the Twitter Stream feed type, and enter the following fields.

*Type—Required
*Name—Required
*Description
*Search criteria--a comma separated listed of words to search on. Up to 200 keywords can be defined
for a total limit of 2000 bytes. See the table below for examples of what results you will get when entering different parameters when searching using Twitter Streams.
**Each keyword must be between 1-60 bytes.
**At least one keyword must be defined.
**Commas in the keyword search stand for OR. Spaces in the keyword search stand for AND. You cannot search for exact strings. For example, if you enter "Cisco Telepresence" then the social contact returned contains Cisco and Telepresence in them, but not necessarily the phrase Cisco Telepresence.
**Do Not Use a Space after a Comma. If you use a space after a comma then only the first keyword is matched against.
*Username—Required. A valid Twitter username.
*Password—Required. Password for the Twitter username.
*Reply template - The reply template to be used for replying to social contacts obtained from this feed. Defaults to the Cisco Twitter Reply Template.
*Optionally, provide [[#Automatic_Tags_for_Feeds|Automatic Tags]] for the feed.

4. Click '''Save''' to save the feed.

This table provides examples of what results you will get when entering different parameters when searching using Twitter Streams.

[[Image:Twitterstream.PNG|Twitterstream.PNG]]

[[#CONTENTS|'''Back to Contents''']]

=== Twitter Search Feed ===

SocialMiner users can add, edit, and delete Twitter search feeds and use them in campaigns. The Twitter search feed type allows you to monitor public Twitter time lines for one or more keywords. The Twitter search API requires authentication, so a valid Twitter account username and password is required to configure this type of feed.

'''Configuring a Twitter Search Feed Type'''

1. Access the Feed gadget.

2. Click '''Add'''.

3. Select the Twitter Stream feed type, and enter the following fields.

*Type—Required
*Name—Required
*Description
*Search criteria--Up to 1000 characters are allowed by Twitter to form the search query (including

operators). Twitter may additionally limit queries by complexity.

**At least one keyword must be defined.
**Spaces in the keyword search stand for AND. Use OR between words to search for phrases containing one word or the other. Use quotes to search for exact strings (for example, enter "Cisco Telepresence" to find the phrase Cisco Telepresence).
**Note that Twitter search does NOT use commas to delineate search terms like Twitter stream does. See below for other examples of Twitter searches.
*Username—Required. A valid existing Twitter username.
*Polling interval—Required. The number of minutes to wait between refreshing this feed.
*Reply template - The reply template to be used for replying to social contacts obtained from this feed. Defaults to the Cisco Twitter Reply Template.
*Optionally, provide [[#Automatic_Tags_for_Feeds|Automatic Tags]] for the feed.

4. Click '''Save''' to save the feed. When you click Save, the oAuth process starts similar to Twitter Account.

 '''Editing a Twitter Search Feed'''

When you open a Twitter search feed to edit it, there are two buttons: '''Save''' and '''Reauthorize and Save'''. If the icon next to a Twitter search feed is red and the hover text for that icon reports 'authorization issues', open the feed and click '''Reauthorize and Save''' to initiate the Twitter authorization process. For all other changes to the feed, just edit the fields and click '''Save'''.

 '''Twitter Search Examples'''

The API that the Twitter search feed uses is different than the one that Twitter uses for the Twitter stream feed. Here are some examples of how to find terms using the Twitter search feed.

{| border="1" cellspacing="1" cellpadding="1" width="400"
|-
! scope="col" | Enter this...
! scope="col" | ...to find Tweets
|-
| twitter search
| containing both words "twitter" and "search". This is the default operator.
|-
| love OR hate
| containing either "love" or "hate" (or both).
|-
| beer - root
| containing "beer" but not "root".
|-
| #haiku
| containing the hashtag "haiku".
|-
| from: alexiskold
| sent from person "alexiskold". 
|-
| to: techcrunch
| sent to person "techcrunch".
|-
| @ mashable
| referencing person "mashable".
|-
| superhero since:2010-12-27
| containing "superhero" and sent since date "2010-12-27" (year-month-day).
|-
| ftw until:2010-12-27
| containing "ftw" and sent up to date "2010-12-27".
|-
| movie -scary :)
| containing "movie", but not "scary", and with a positive attitude.
|-
| flight :(
| containing "flight" and with a negative attitude.
|-
| traffic ?
| containing "traffic" and asking a question.
|-
| hilarious filter:links
| containing "hilarious" and linking to URLs.
|-
| news source:twitterfeed
| containing "news" and entered via TwitterFeed.
|}

 

=== Polling Interval for Feeds ===

The ''polling interval'' controls how often the SocialMiner system requests the feed. A shorter polling interval provides more frequent updates but creates more load on the SocialMiner server and on the sites publishing the feed. Some sites may have recommendations or restrictions on frequent polling and could block an application that polls too frequently.

The default SocialMiner polling interval for feeds is five minutes. [[#CONTENTS|'''Back to Contents''']]

=== Minimum Age for Feeds ===

Use the minimum age setting to filter out recent posts.

This feature was implemented for forum sites that publish feeds of "unanswered posts." If you configure the "unanswered posts" feed URL in SocialMiner and set a long Minimum Age, for example 24 hours, the system only captures posts that are both unanswered (based on the RSS feed) and are older than 24 hours (based on the Minimum Age). This offers a simple way to implement the business strategy of light touch forum moderation.

Minimum Age is not applicable for Push Feeds or Twitter Stream Feeds. [[#CONTENTS|'''Back to Contents''']]

=== Automatic Tags for Feeds ===

All feeds support the Automatic tags feature, which allows you to specify up to 20 tags that are applied to new social contacts for a feed across all campaigns that include that feed.

To add an automatic tag to the feed, enter one or more tags into the Automatic Tags text box (separated by commas), then click Add.

To remove an automatic tag from the feed, click the small x next to the tag name. [[#CONTENTS|'''Back to Contents''']]

=== Extension Fields in Push and Chat Feed Sample Code ===

Extension fields are a collection of custom name/value pairs that can be added social contacts using the [[#Push_Feed|Push feed]] and [[#Chat_Feed|Chat feed]] sample code. You can add social contact data to email and IM notifications by including extension fields as [[#Notification_Body_Variables|Notification Body Variables]].

You can add a maximum of 100 extension fields, up to one megabyte of information.

== Deleting Feeds ==

Select the checkbox to the left of one or more Feed Names and click Delete. A confirmation dialog box appears. Click OK to confirm deletion of the selected feed(s).

[[#CONTENTS|'''Back to Contents''']]

= Campaigns =

Topics:

[[#Campaign_List|Campaign List]]

[[#Add_and_Editing_Campaigns|Add and Editing Campaigns]]

[[#Deleting_Campaigns|Deleting Campaigns]]

The Campaigns gadget is on the SocialMiner Configuration tab.

The purpose of a campaign is to group social contacts for handling by the social media customer care team. Social contacts are included in a campaign when one or more [[#Feeds|feeds]] are configured and are selected to be part of the campaign. When a feed becomes part of a campaign, new social contacts that arrive on that feed are immediately added to the campaign and appear on the Home tab. Optionally, campaigns can also have [[#Filters|filters]], which are used to narrow or modify the set of social contacts that are added to the campaign.

Social contacts can be discarded, but they are not actually removed from a campaign until they are [[#Purge_Settings|purged]] or the campaign is deleted.

'''VIDEO''': View a [http://www.youtube.com/watch?v=6B28gxnFYtI&hd=1 video] about Campaigns, Campaign usage, and Campaign configuration. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

[[#CONTENTS|'''Back to Contents''']]

== Campaign List ==

For all SocialMiner campaigns, the Campaign Gadget shows:

*the name of the campaign
*the number of social contacts in the campaign
*a description of the campaign, and
*an RSS feed icon that is a link to the RSS feed ''from'' SocialMiner. The RSS feed allows someone to capture all the social contacts in a campaign using a RSS reader.

This list updates in real time. For example, it updates when another user adds a new campaign to the system, and the social contact count increments when new social contacts are retrieved for a campaign.

[[#CONTENTS|'''Back to Contents''']]

== Adding Campaigns ==

To add a campaign, click Add in the campaign list view. Fill out the following fields, then click Save to save the new campaign.

#Enter a Name (required)
#Enter a Description (optional)
#Use the arrows in the Feeds and Filters panels to move one or several feeds and filters between the Available and Selected panes. You can save a campaign without adding a feed, but no social contacts will be retrieved for a campaign that has no feeds. [[#Filters|Filters]] are optional.
#Click Save.

Note: Once you click Save, the social contacts for the configured feeds are added to the campaign. Once added, social contacts can be discarded but cannot be removed from the campaign except by a [[#Purge_Settings|purge.]] If a feed is removed from a campaign, new social contacts captured by that feed are no longer added to the campaign, but the social contacts previously included are not removed until the purge.

'''Note:''' if a feed is accidentally added to a campaign, and the social contacts must be immediately removed from that campaign, the only recourse is to delete the entire campaign and recreate it.

Adding a feed to multiple campaigns does not duplicate the social contacts in the datastore. The social contacts for that feed are simply counted in both campaigns.

[[#CONTENTS|'''Back to Contents''']]

== Deleting Campaigns ==

To delete a campaign, select the checkbox to the left of one or more campaign names and click Delete. A confirmation dialog box appears. Click OK to confirm deletion of the selected campaign(s). 

[[#CONTENTS|'''Back to Contents''']]

= Filters =

Topics:

*[[#Filter_States|Filter States]]
*[[#Types_of_Filters|Types of Filters]]
*[[#Adding_and_Editing_Filters|Adding and Editing Filters]]
*[[#Deleting_Filters|Deleting Filters]]

A filter modifies and takes action on social contacts as they enter the system and before they appear on the Home tab, allowing the social media customer-care team to focus on the most actionable social contacts.

Filters are run against social contacts as they enter a campaign. Filters do not run retroactively against social contacts that are already in a campaign.

You ''create'' filters in the Filter gadget on the Configuration tab.

You ''apply'' filters to campaigns in the Campaign Gadget by moving them between the Available and Selected panes, similar to adding and removing feeds. SocialMiner allows a total of 20 filters, and you can add a maximum of 10 filters to a campaign. Applying multiple filters to a campaign creates opportunities to layer filtering strategies to fine-tune results.

'''Note:''' When multiple filters are applied to a campaign, they are processed simultaneously. For this reason, you might have unexpected results for social contacts that have been processed by multiple filters.

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== Filter States ==

Icons are used as visual indicators to display the state of each filter. Hover the cursor over the icon to display a tool tip that explains the state.

*A green icon means the filter is working properly.

*A red icon means an error occurred in the filter. Hover over the error icon to display a tool tip with the error text.

'''Note:''' Cisco Support and the SocialMiner Forum on the Cisco Developer Network do not assist with Groovy script issues. Direct all troubleshooting requests to your script developer.

*A blue icon appears during a brief interim state while SocialMiner checks the status of the filter, after which the icon changes to red or green.

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== Types of Filters ==

SocialMiner supports three types of filters:

*[[#Bayesian_Filters|Bayesian]]
*[[#Author_Filters|Author]]
*[[#Script_Filters|Script]]

=== Bayesian Filters ===

'''VIDEO''': View a [http://www.youtube.com/watch?v=a1s5VTPaj6g&hd=1 video] about using Bayesian Filters. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

 The Bayesian filter is a trainable filtering technology based on a [http://en.wikipedia.org/wiki/Bayesian_probability Bayesian] statistical probability model. Bayesian filters are not pre-programmed or configured with business rules. You must apply a Bayesian filter to a campaign and then train the filter to recognize the content of "good" social contacts. When training a Bayesian Filter, you have the option to "train in" or "train out" each social contact in a campaign. After a sufficient amount of training, the filter begins to exclude unwanted social contacts from a campaign. See [[#Train_Bayesian_Filters_on_the_Home_Tab|Train Bayesian Filters on the Home Tab]].

The Bayesian filters can be used to for many reasons.

*A filter can take a broad keyword search and narrow the results down to the posts related to a specific brand. For example, a search for "Finesse" could return posts about hair products, Cisco software, and contract bridge. If the purpose of the campaign is to capture posts about the Cisco Finesse, the Bayesian Filter can be trained to exclude the social contacts about haircare and bridge.

*A filter can be trained to look for social contacts with negative sentiment (or positive sentiment), focusing the work of a customer support or marketing team.

*Filters can also be trained to include or exclude social contacts written in specific languages.

The training includes the complete text of the post, not just certain keywords, and therefore offers much more sophisticated filtering capability then a keyword exclusion approach to filtering.

[[Image:BaysFilter855.png|thumb|right|320px]]

You can train a Bayesian filter using any campaign. Choose a campaign with some social contacts and open the Settings page to select the Bayesian filter you want to train. Then Save and close the Setting page. This puts you in training mode.

The name of the filter you've selected is at the top left of the Home tab, and you see a "+" and "-" button for each social contact. Click the "+" to "Train In" the social contact, indicating that this is the type of contact you would like the Filter to keep in the Campaign. Click the "-" to "Train Out" the social contact, indicating that this is the type of contact you would like the filter to reject.

The training does not impact the campaign until you [[#Add_and_Editing_Campaigns|edit the campaign]] and move the filter from Available to Selected.

As a best practice, create a test campaign that mirrors an existing "in production" campaign. Add several feeds to the test campaign - some that you know will have relevant posts and some with irrelevant posts. Create the filter and set the test campaign to training mode. The more you train the filter, the better the filter will perform, so it is important to do a significant amount of training before applying your filter to the "production" campaign.

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=== Author Filters ===

View a [http://www.youtube.com/watch?v=9RafH_8KV5c&hd=1 video] about using Author Filters. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

 The Author filter allows you to exclude specific social-contact authors. Social contacts posted by an author identified in an Author filter do not enter a campaign. For example, you may want to filter out your own posts or posts from team members.

Configuring an Author filter keeps your posts from showing up in your campaign and therefore reduces the number of posts you need to handle. It also improves the accuracy of the reporting metrics by excluding your own posts.

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=== Script Filters ===

A script filter is custom code that system developers can create in the Groovy Scripting language. A script filter can apply tags, can change content, and can integrate with external systems to leverage services such as performing translation or invoking a Klout score for a social contact retrieved from a Twitter Account feed.

You can upload multiple Groovy scripts and attach each to a SocialMiner Script filter. There are examples of script filters in the SocialMiner Developers Guide and on the Cisco Developer Network (CDN).

The SocialMiner Administrator can add, import, edit, and delete Script Filters. Non-administrators can only see Script Filters on the Configuration tab and can use them (add them to campaigns).

SocialMiner runs scripts in Groovy 1.8.

'''Note:''' During the upload, SocialMiner performs a basic syntactic validation but cannot validate that the script will work as expected. For this reason, test your scripts on a lab system before using them in production. SocialMiner also performs security checks on each script. For example, a script does not run if it shuts down the system, takes longer than 30 seconds to execute, or accesses the SocialMiner file system.

For more on Script Security, see the ''SocialMiner Developer Guide''. Scripts errors are visible when you hover the cursor over the filter icons on the [[#Filters|Filters gadget.]] You can also open the Runtime Error logs in the [[#System_Logs|Log Directory]] to view the list of security breaches. Under the filename "runtime/", open the Error-runtime log and search for SCRIPT_FILTER_EXCEPTION.

[[Image:SocialMinerLogs.png|thumb|none|202px]]

You will be able to upload scripts that fail the security model and apply them to campaigns, but they will have no effect on the social contacts. The [[#Filters|Filters gadget.]] will show a red (failure) icon for the insecure script.

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== Adding and Editing Filters ==

'''To add a Bayesian filter:'''

#Click Add.
#Select Type—Bayesian from the drop-down—Required.
#Enter a Name—Required. Name must be unique.
#Enter a Desciption—Some text to describe this filter.
#Click Save.

'''To edit a Bayesian filter,''' click the filter's name.

'''To add an Author filter:'''

#Click Add.
#Select Type—Author from the drop-down—Required.
#Enter a Name—Required. It must be unique.
#Enter a Description—Some text to describe this filter.
#Authors—Required. Enter an author to exclude from the feed; then click Add, Repeat to add another author.
#Click Save.

'''To edit an Author filter,''' click the filter's name.

[[#CONTENTS|'''Back to Contents''']]

'''To add a Script filter:'''

#Click Add.
#Select Type—Script from the drop-down—Required.
#Enter a Name—Required. It must be unique.
#Enter a Description—Some text to describe this filter.
#Click the Browse/Choose File button—Required. Button name varies by browser. Navigate to the groovy file on your local machine or network. Select it.
#Click Save.

'''To edit a Script filter,''' click the filter's name.

Click the Show Source button to open the groovy script file in a separate window where you can review and select/copy (but cannot edit) the source. You can also upload a new script file in Edit mode. If you do this, you can retain or change the Name and Description, as needed.

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== Deleting Filters ==

Select the check box to the left of one or more Filter Names and click Delete to delete the filter. A confirmation dialog box opens. Click OK to confirm deletion of the selected filter(s).

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= System Administration =

Only the SocialMiner Administrator, who is the Application User created during install time, can use this gadget on the Administration Tab.

[[Image:Systemadmin1111.png|thumb|right|250px]] The System Administration gadget on the Administration tab provides the following system configuration and serviceability tools:

*[[#System_Status_and_Statistics|System Status and Statistics]]
*[[#Active_Directory|Active Directory]]
*[[#Mail_Notifications_Server|Mail Notifications Server]]
*[[#Proxy_Settings|Proxy Settings]]
*[[#XMPP_Notifications_Server|XMPP Notifications Server]]
*[[#Purge_Settings|Purge Settings]]
*[[#Reporting_Configuration|Reporting Configuration]]
*[[#RTMT_Download_Links|RTMT Download Links]]
*[[#Platform_Administration|Platform Administration]]
*[[#System_Logs|System Logs]]

 

== System Status and Statistics ==

The top section of the gadget has three sections of system status and statistical information:

*Version Information showing the Application Software Version (the version of SocialMiner) and the Operating System Active and Inactive Software Versions (the version of the Cisco Unified OS).

*Server status for the main services—Datastore, Indexer, Runtime, and Eventing—and for 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). If the Mail Notifications Server and the external XMPP Notifications Server (used for Instant Messaging notifications) are configured, you also see the status of those servers.

*Three graphical meters showing the number of incoming social contacts per hour, the number of logged-in users, and the disk usage level. The meters help you determine if server is nearing any limits. If a meter is completely red; consider asking users to log out, modifying your feeds to reduce the number of incoming social contacts, or increasing your disk allocation. See the CHAT section for more information on calculating a suitable amount of disk allocation.

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== Active Directory ==

SocialMiner uses Active Directory to manage and administrate 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 be able to access SocialMiner.

The Active Directory connection permits users configured on the AD to access SocialMiner. You can configure the connection to allow all users on the AD to access SocialMiner, or to allow access to only a 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 implement that by configuring SocialMiner to authenticate with a specific role. If SocialMiner is authenticated with a specific Active Directory role, then only those Active Directory users with that role can use SocialMiner.

 To configure Active Directory, open the Administration gadget and click Edit. Enter or modify the following fields. Click Save when finished.

*'''Enabled''': (checkbox) When checked, the Active Directory connection is active. If not checked, then only the administrator can log into SocialMiner.
*'''Host''': Required if Enabled is checked. Provide the Host name or IP address and Port of the Active Directory server.
*'''Port''': Required if Enabled is checked. Provide the port for Active Directory. The default Active Directory port is 3268. If using SSL the default port is 3269.
*'''Use SSL''': (checkbox). Check to use SSL. You must also exchange security certificates with the AD server before SSL can work.
*'''Manager Distinguished Name''': Required if Enabled is checked. Enter the Manager Distinguished Name used to login to the Active Directory server, for example, on a default installation of Microsoft AD, the name is :''<tt>CN=Administrator, CN=users, DC=MYSERVER, DC=COM</tt>''. 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 Active Directory role or Active Directory group of users who are allowed to access SocialMiner. If this setting is blank or * then all users in Active Directory are allowed access to SocialMiner.

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=== Exchanging Security Certificates with AD ===

To enable SSL for the Active Directory 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 Active Directory server:

#Verify that the Active Directory has the Certificate Services service installed.
#Select '''All Programs > Administrative Tools > Certificate Authority'''.
#Expand the domain node and select '''Issued Certificates'''.
#Double click the certificate to open it.
#Open the '''Details''' tab and click '''Copy to file'''.
#An Export wizard opens. In the wizard select '''DER encoded binary'''.
#Use the wizard to select a location to save the file.
#Click '''Finish'''.

On the SocialMiner Server:

#Open the Unified Operating System Administration page. The link is available from the System Administration gadget (on the Administration tab) under the Platform Administration drawer.
#Select '''Security > Certificate Management'''.
#Click '''Upload Certificate'''.
#For the Certificate Name, select '''tomcat-trust'''.
#In the Upload File field, select the file to upload by clicking '''Browse...''' Select the certificate file you saved from the Active Directory server.
#Click '''Upload File'''.
#Restart the Cisco Tomcat service. Using the CLI, run the command utilities service '''restart Cisco Tomcat'''.

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=== Adding Users ===

The Administration user (configured at install) and Reporting user accounts are the only accounts explicitly configured on SocialMiner. The social media customer care representatives are configured in Microsoft Active Directory. As these users sign into SocialMiner, successfully authenticate against Active Directory, and begin to take actions on the system, their actions are associated with their Active Directory User ID.

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== Mail Notifications Server ==

Mail Notifications Server settings allow you to configure the SMTP information for a Mail Notifications Server. You must configure a Mail Notifications server if you intend to use the email notification feature.

To configure the Mail Notifications server, click Edit at the bottom of the Mail Notifications server setting and edit the following:

*Enabled: Check to enable the Mail Notifications server connection
*Mail Notifications Server Host: Required if Enabled is checked. The IP address or Hostname of the Mail Notifications Server.
*Mail Notifications Server Port: Required if Enabled is checked. The port for the Mail Notifications Server. This is set for port 25 by default. The Mail Notifications server may open port 465 instead for SSL/TLS connections. For example, the Gmail SMTP server (smtp.gmail.com) uses port 465.
*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. The following two fields are editable only when Use Authentication is checked.
*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 unchecked. Check this if a secure connection is preferred and is supported by the Mail Notifications Server. The Mail Notifications Server certificate is not validated for this release. You must check this if you are using the Gmail SMTP server (smtp.gmail.com).

Click '''Save''' to save your changes.

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== Proxy Settings ==

[[Image:SocialMinerFeedsProxySettings.png|thumb|right|300px]]

Consult your Network Administrator for the proxy name and port. The same proxy is used across all feeds.

The link for proxy settings is available in the Administration gadget.

To configure the proxy, click the Proxy Configuration link, and edit the following field. Click '''Save''' when finished.

*'''Enable Proxy''' (checkbox)—When checked, feeds are accessed through the provided proxy server.
*'''Hostname'''—Required when Enable Proxy is checked. The IP address or hostname of the proxy server.
*'''Port'''—Required when Enable Proxy is checked. The port for the proxy server.
*'''Exclusion Patterns'''—You can add and remove hostname or IP addresses for servers not requiring a proxy.
**To add an exclusion, type the exclusion into the text box and click Add.
**To remove an exclusion, click the red X to the right of the exclusion.
**Wildcards are supported, for example *.cisco.com excludes all servers with a cisco.com hostname and 10.86.* excludes all IP addresses starting with 10.86

Click Save to save the settings and return to the Feed gadget page.

'''Notes''':

*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 a http/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.

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== XMPP Notifications Server ==

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, click Edit at the bottom of the XMPP Notifications Server setting and edit the following:

*Enabled: Check to enable the XMPP Notifications Server connection
*XMPP Service Lookup: Check to enable XMPP Service Lookup. When enabled, the User Name's domain is used to connect to the correct XMPP Notifications Server.
*XMPP Notifications Server Host: The IP address or Hostname of the XMPP Notifications Server. This does not apply if XMPP Service Lookup is checked.
*XMPP Notifications Server Port: The port for the XMPP Notifications Server. This is set for port 5222 by default. This does not apply if XMPP Service Lookup is checked.
*User Name: The user name (in full JID format, such as user@domain.name), which is used to sign in to the XMPP Notifications Server.
*Password: The password for the above User Name. NOTE: If you change your XMPP password for any reason—intentionally or to comply with network policy—change it here.

Click '''Save''' to save your changes.

Note: A small lock icon appears in the bottom left of the agent chat interface and in the bottom right of the campaign results interface to indicate the status of the XMPP connection. The lock is greyed out of there is no connection.

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== Purge Settings ==

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

'''Important'''! Purge settings take effect as soon as you click '''Save'''. If any of the criteria are met, such as Emergency purge when disk usage exceeds (%), the purge starts immediately.

To configure purge settings, click Edit at the bottom of the purge settings tool and edit the following:

'''DataStore Purge Settings:'''

*Purge Social Contacts older than (days): Social contacts older than this number of days are purged. Values must be integers (no decimals).
*:'''Important!:''' SocialMiner will not retrieve social contacts older than this setting.
*Emergency purge when disk usage exceeds (%): Begin an emergency purge if disk usage exceeds this value. Valid values are 60 - 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.

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'''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 reporting purge starts.

Click '''Save''' to save your changes.

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== Reporting Configuration ==

Reporting configuration allows you to set or change the Informix password for the reporting user. You cannot change the reporting user's username. It is set to "reportinguser".

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, enter a new password in each of the password fields and click '''Save'''.

This section also displays the Reporting Server and Database information. 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).
*Username—The reporting username is fixed at "reportinguser" and cannot be changed.
*Password/Re-enter New Password—The password for the reporting user.

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

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== RTMT Download Links ==

Links are provided to download the Unified Real Time Monitoring Tool (RTMT). SocialMiner uses the same RTMT as the one used for Unified Communications Manager.

Details on Installing and Configuring RTMT can be found on the Cisco web site: [http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/service/8_0_1/rtmt/rtinst.html Installing and Configuring Cisco Unified RTMT]

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== Platform Administration ==

Platform Administration 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''
*''Disaster Recovery System''—Use tools on this interface to back up and restore.

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

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== System Logs ==

The System Logs tool provides links to access the Log Directory of SocialMiner or to perform a System Health Snapshot.

'''Important!''' Do not click 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.

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= Notifications =

Only the SocialMiner Administrator, who is the Application User created during install time, can use this gadget on the Administration Tab.

'''VIDEO:''' View a [http://www.youtube.com/watch?v=gqhkQlHW4Cs&hd=11 video] about configuring instant message notifications. View a [http://www.youtube.com/watch?v=I_GbeTwt7zo&hd=1 video] about configuring email notifications. Although this video was created for an earlier version of SocialMiner and shows an older user interface, it presents accurate information.

The Notification gadget on the Administration Tab lets you view, delete, edit, and add notification rules. Set up notification rules to send messages in reference to tagged social contacts.

If a reply template is associated with the social contact for which the notification is sent, the person who clicks the link in the IM or email opens SocialMiner to that reply template.

You can also send notifications to a mobile phone using an SMS Gateway service. Here is a list of [http://en.wikipedia.org/wiki/List_of_SMS_gateways SMS Gateways by carrier.]

'''Notes:'''

Establishing a notification rule for email requires that the administrator has configured a [[#Mail_Notifications_Server|Mail Notifications Server]] in the System Administration gadget.

Establishing a notification rule for IM requires that the administrator has configured an [[#XMPP_Notifications_Server|XMPP Notifications Server]] in the System Administration gadget.

Notifications are triggered by tags. For email and IM, you have set up tags for social contacts. See [[#Tagging_Social_Contacts|Tagging Social Contacts on the Home tab]] and [[#Automatic_Tags_for_Feeds|Automatic Tags]].

IM and email notifications do not accept replies. The intent is to notify, not to open a dialog.

Auto-tagging or adding multiple tags at the same time (in one operation) generates multiple notifications to the same recipients list.

 Using the Notification Gadget you can

*Delete a notification by checking the box next to the notification name and clicking Delete.
*Edit a notification by clicking the notification's name.
*Add a notification by clicking Add.

To configure a notification, provide or edit the following fields in the Notification gadget.

#Type—Required. The type of notification. Notifications can be:
##Email—Notification is sent over email - A Mail Server must be configured in the System Administration gadget to send Email notifications.
##IM—Notification is sent over IM - An XMPP Notifications Server must be configured in the System Administration gadget to send IM notifications.
##HTTP—Reserved for developer applications that deliver social contact data to an external application.
#Name—Required. The name of the notification.
#Description—A brief description of the notification.
#Campaign—Required. Select a campaign to which you are associating this notification.
#Tag—Required. Enter a tag for this notification and click '''Add'''. Repeat for each tag. Notifications are sent when a social contact is tagged with this tag and exists in the Campaign above. To remove a tag, click the x at the right of the field.
#Addresses—Enter an address and click '''Add''' to add an address to this notification. Repeat for multiple addresses. Addresses must be in the format <tt>user@domain.com</tt>. Used only for Email and IM Notifications, for which it is Required. To remove an address, click the x at the right of the field.
#Subject—The email subject for this notification. This field is only available for Email notifications. Subject is optional and is blank by default. As a best practice, enter a subject for email notifications.
#Body—The body for this notification. HTML tags are supported for Email Notifications. IM notifications are sent using plain text. The body of the message supports variables so you can customize the information sent in the notification. See "Notification Body Variables" below.

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== Notification Body Variables ==

The notification body for emails and instant messages can contain keywords in the syntax ${KEYWORD}. These keywords will be replaced with values from the Social Contact. Keywords are listed here in uppercase, but they are case-insensitive.

By default, the body of the message contains the URL of the social contact—the '''${SC_SCREEN_URL}'''. You can add the following variables to the body of the notification to include the value of the variable in the notification. For Email Notifications, you can also use HTML tags to stylize the notification. IM notifications are sent using plain text.

*${SC_AUTHOR}—the Social Contact Author (not available in all feeds)
*${SC_CREATED_DATE}—Date the Social Contact was created in the system.
*${SC_DESCRIPTION}—The description of the social contact. Typically this is the tweet, RSS post, facebook fan page post, etc.
*${SC_PUBLISHED_DATE}—The publish date of the social contact (not available in all feeds)
*${SC_SCREEN_URL}—The URL to the social contact in the results gadget. Clicking this URL allows you to instantly reserve/reply to the social contact.
*${SC_SOURCE_TYPE}—The feed type of the social contact, for example; RSS, Twitter Stream, Twitter Account, FaceBook
*${SC_TAGS}—The tags for this social contact.
*${SC_TITLE}—The title of the social contact.
*${SC_EXTENSION_FIELDS.<fieldname>}—This variable adds a specific, named extension field for the social contact. You can add a maximum of 100 extension fields, up to one megabyte of information.
*${SC_EXTENSION_FIELDS}—This variable adds all extension fields that exist for the social contact. They appear in the body in alphabetical order by name, in the format ''Name: Value''. If no value was defined, you see ''Name: (—)''. If there are no extension fields, the variable is removed from the message body.

If the body an email notification includes:

:The author of this Social Contact is: ${SC_AUTHOR} 
:The message contents are as follows: ${SC_DESCRIPTION} 
:You can Reserve/Reply to the Social Contact <a href="${SC_SCREEN_URL}">here</a>.

The actual email notification sent appears as

The author of this Social Contact is: Joe Somebody
The message contents are as follows: This is a TWEET!
You can Reserve/Reply to the Social Contact here.

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= Reply Templates =

Only the SocialMiner Administrator, who is the Application User created during install time, can use this gadget on the Administration Tab.

The SocialMiner Reply Templates gadget on the Administration Tab lists available Reply Templates. The gadget displays the three installed system-provided templates and lets you configure custom reply templates to be used with the system.

'''System Templates''': The three system-defined templates cannot be edited or deleted. They are

*Cisco Twitter—Used for [[#Twitter_Account_Feed_Type|Twitter Account]] and [[#Twitter_Stream_Feed_Type|Twitter Stream]] feeds only, for which it is the default option. This template opens when you reply to a tweet on the Home tab. Before you send your reply, you have the option to save your response and have it reviewed.

*Cisco Facebook—Used for [[#Facebook_Fan_Page_Feed_Type|Facebook Fan Page feeds]] only, for which it is the default option. This template opens when you reply to a Facebook Fan Page on the Home tab. Before you send your reply, you have the option to save your response and have it reviewed.

*Cisco Chat—Used for [[#Chat_Feed|Chat Feeds]] only, for which it is the default option. This template opens the chat room for the agent and displays a connection message to the customer.

'''Custom Templates''': An administrator can develop custom reply templates and use them for RSS, Twitter, or Facebook feeds. Until you create a custom template, ''No reply template'' is the only reply template option for a Push or RSS feed.

'''To add a custom template:'''

#Click Add.
#Enter a name (Required).
#Enter the URL for the location of the custom template code (Required).

An example of code for a reply template is provided on the system at
<pre>http://<servername>/templates/reply/custom_reply_sample.jsp</pre>
The source code is commented and provides details on the SocialMiner javascript functions required.

See also [http://docwiki.cisco.com/wiki/SocialMiner_Labs#Lab_10_Create_a_custom_reply_template the Custom Reply training lab].

'''To delete a custom template:'''

#Select it.
#Click Delete.
#Confirm the deletion.

Reply templates must conform to the OpenSocial gadget standard. Some tips for converting existing HTML pages into OpenSocial gadgets can be found [http://code.google.com/apis/gadgets/docs/fundamentals.html#Existing here.]

After you have created your Reply Template, host it on a webserver that is accessible by SocialMiner, and use the Reply Template gadget to provide a name for the Reply Template and its location.

[[#CONTENTS|'''Back to Contents''']]

== Customer Chat ==

*[[#Chat_Process|Chat Process]]
*[[#Chat_Behavior|Chat Behavior]]
*[[#Chat_Errors|Chat Errors]]

 SocialMiner supports a maximum of 120 (in a small deployment) and 400 (in a large deployment) simultaneous single-session chats between a customer and an agent. The customer is an individual who submits the chat form on your website. The agent is an individual who uses SocialMiner to respond to social contacts in a campaign that is set up with a chat feed.

For a chat to occur, there must be at least one SocialMiner [[#Chat_Feed|Chat Feed]], and the feed must be added to a campaign.

=== Chat Process ===

This is the flow of the chat process.

'''The SocialMiner Administrator:'''

*Creates and saves a Chat Feed in SocialMiner, using the Cisco Chat reply template
*Adds the Chat Feed to a campaign
*Copies the Chat Feed sample code and pastes it in a text editor
*[[#Modifying_the_Sample_code_for_a_Chat_Feed|Makes changes to the code, if needed]]
*Saves the code as HTML
*Publishes the HTML to a website

'''The customer:'''

*Selects a Click-to-Chat (or similar) link or button on the website to open the chat feed form
*Completes the form and submits it

The customer sees a welcome message asking them to wait while they are connected to a customer care representative.

If no agent responds before a defined timeout, the customer is sent a message indicating that they can continue waiting or try again later. If an error occurs during setup, the customer is sent a message indicating that chat is not available and to try again later.

'''SocialMiner:'''

*Sets up a chat session and creates a social contact in SocialMiner with the form data, the URL of the chat session, and the URL of the chat reply template that serves as the chat gadget interface
*Generates a chat, which appears in the chat campaign

'''The agent:'''

The agent clicks the Reply icon for the social contact to enter the chat session and to display the Agent Chat Reply template (similar to the example shown here). Information about the customer is displayed on the left side of the screen. The agent can increase or decrease the size of the font in the chat window using the font sizing buttons or with keystroke combinations ctrl+shift+] for increase and ctrl+shift+[ for decrease.

[[Image:AgentChatUIwithfonticons.png|450 px]]

A customer chat interface opens when an agent joins. The Chat interface supports accessibility by using the JAWS ‘highlighted text’ functionality. With JAWS configured to read highlighed text and Accessibility mode enabled, incoming chat messages and other events are highlighted briefly so JAWS can announce them. Customers enable Accessibility mode using keystroke combination ctrl+shift+S.

Customers can increase or decrease the size of the font in the chat window using the font sizing buttons or with keystroke combinations ctrl+shift+] for increase and ctrl+shift+[ for decrease.

[[Image:Custchatui.png|450 px]]

The conversation between the agent and customer begins and the social contact state changes to Reserved.

After the conversation is complete, the customer can leave the chat by closing their browser window or by navigating to another url from the chat window browser. (If a customer refreshes the chat window browser, the chat session will end just like navigating away or closing the browser.)

The agent can close the chat window by clicking the End button or using the keystroke combination ctrl+shift+E.

[[#CONTENTS|'''Back to Contents''']]

=== Chat Behavior ===

In the Chat session interface:

*Each party types a message and presses '''Enter'''. The agent receives the customer's message immediately. The customer receives the agent's response within five seconds, based on the timing of the response in relation to the five-second polling interval.
*The agent sees a time marker next to each customer entry.
*URLs and email addresses are actionable links.
*When the agent ends the chat; the chat session is removed, the customer receives an end of conversation message, and the social contact state changes to Handled.
*Once chat starts, there is no timeout for the agent but there is user-defined customer inactivity timeout. A customer who does not send a message for five minutes is removed from the chat session.
*Agents who navigate away from a chat - for example, to consult a web page - can reconnect as follows: select '''Reply''' to change the social contact state back to Unreserved, select '''Reply''' again to reserve the social contact, and rejoin the chat.
*After a chat ends, agents can search for the chat session transcript using the interface on the Search tab.

[[#CONTENTS|'''Back to Contents''']]

=== Chat Errors ===

If the server goes down, or if cookies are cleared on the customer side, the customer sees a "Connecting to server..." message, followed by an "Error connecting to server" message.

See [[#Provisioning|Provisioning]] for information on system limitations for chat that, if exceeded, may also cause chat errors.

= SocialMiner Reporting =

SocialMiner maintains metrics on social contact volume and agent activities. These metrics are stored in a [http://en.wikipedia.org/wiki/SQL SQL] database for up to 18 months. The reporting database can be accessed using any SQL reporting tool including CUIC. Access to this database requires configuration of a reporting user in the SocialMiner system administration.

There are two main categories of reports:

*Campaign Reports - These metrics provide an indication of the total posting volume by customers as well as the responsiveness to customers. These are what could be described as "customer facing" metrics.
*Agent Reports - These metrics provide an indication of the agent productivity. These metrics could be used to evaluate agent speed or they could be used to measure total workload as a basis for staffing forecasts.

The CUIC templates for SocialMiner are available for download here: http://www.cisco.com/cisco/software/release.html?mdfid=283613136&catid=278875240&softwareid=283733464

'''Note''': For CUIC releases prior to 8.0(3), you must extract the templates from the zip file before importing them into CUIC. For release 8.0(3) and later, you can import the zip file directly and CUIC extracts all the templates it finds inside the zip file.

The following screen captures are examples of the CUIC Reports daily reports:

[[Image:SocialMiner Campaign Daily Report.jpg|center|800px|SocialMiner Campaign Daily Report]]

*ASR - Average Speed of Reserved. For the social contacts that were Reserved, this is the average time between capture by SocialMiner and the time they are marked as reserved. This provides an indication of how much time passes before someone first views the customer's post.
*ASA - Average Speed of Answer. For the social contacts that were Handled, this is the average time between capture by SocialMiner and the time they are marked handled. This provides an indication of how of how much time passes before the customer gets a response.
*ASD - Average Speed of Discard. For the social contacts that were Discarded, this is the average time between capture by SocialMiner and the they are marked discarded. This provides an indication of how much time passes before someone chooses to discard the customer's post. Note: "Discard" doesn't necessarily mean the post is disregarded. The distinction between "Discard" and "Handled" depends on how the agents are using SocialMiner. For example, they might mark posts that are read as "discarded" and posts that are responded too as "handled". In this case, discarded means that they were "read".

 [[Image:SocialMiner Agent Daily Report.jpg|center|800px|SocialMiner Agent Daily Report]]

 The complete SocialMiner reporting database schema is documented in the [http://developer.cisco.com/web/socialminer SocialMiner Developer Guide]

 

*AHT - Average Handle Time. For social contacts that were handled by this agent, this is the average time between Reserved and Handled. This provides and indication of how much time it takes this agent to respond to a social contact.
*ADT - Average Discarded Time. For social contacts that were discarded by this agent, this is the average time between Reserved and Discarded. This provides an indication of how much time it takes this agent to discard a social contact.
*ACT - Average Completed Time. For social contacts that were Handled or Discarded, this is the average time between capture by SocialMiner and the first time they were marked Handled or Discarded. This provides an indication of how of how much time it takes for this agent to complete work for a social contact.

[[#CONTENTS|'''Back to Contents''']]

== Configuring the SQL Connection to the SocialMiner Reporting Database ==

Connection to the SocialMiner Informix reporting database can be made through JDBC using the following format:

<tt>jdbc:informix-sqli://<hostname>:<port>/<databasename>:INFORMIXSERVER=<informixserver>;user=<informixuser>;password=<informixpassword>;</tt>

*The reporting database <port> is 1526.
*The <databasename> is "mmca_data".
*The <informixserver> name is based on the hostname of the server with <tt>_mmca</tt> append to the end of the hostname. Additional, any dashes ("-") in the hostname are replaced by underscores ("_").
*The UTF-8 Charset is required to get CUIC able to connect.
*The content of INFORMIXSERVER is the instance name. It must be lowercase.
*The database host can be socialminer with all lowercase and the instances must also be lowercase.

For example, if your server's hostname is my-server.mycompany.com, then the INFORMIXSERVER name is <tt>my_server_mmca</tt>. The complete JDBC URL is:

<tt>jdbc:informix-sqli://my-server.mycompany.com:1526/mmca_data:INFORMIXSERVER=my_server_mmca;user=reportinguser;password=<informixpassword>;</tt>

When authenticating, the informix username is always <tt>reportinguser</tt> and the informix password is the password you created in the Administration Gadget.

[[#CONTENTS|'''Back to Contents''']]

= Downloading and Installing Language Packs =

Download and install language packs only if you require the SocialMiner interface in a language other than English.

A downloadable zip file of internationalized SocialMiner user interface and online help files is available on [http://www.cisco.com cisco.com].

The filename is of the format "SocialMiner-languagePack-x.x.x.zip.

Downloading and unzipping the file gives you 18 language packs with the file extension of "##.cop.sgn". The zip file also contains a Readme.txt with instructions on installing COP files.

The authorization process for File Download has changed. You may need to access [http://eman-core.cisco.com/SERVICE/OnRamp/index.pcgi OnRamp] to request Software Download Access. (New Account Request -> Request For Myself -> Customer Advocacy -> Software Download and Special File Publishing Access -> Software Download Access)

'''IMPORTANT''': Do not change the name of the files.

{| border="1" cellspacing="1" cellpadding="1" width="400"
|-
! scope="col" | Language
! scope="col" | LanguagePack example filename
|-
| Chinese (Simplified)
| ccp-language-zh_CN-8.5.3.1000-1.cop.sgn
|-
| Chinese (Traditional)
| ccp-language-zh_TW-8.5.3.1000-1.cop.sgn
|-
| Danish
| ccp-language-da_DK-8.5.3.1000-1.cop.sgn
|-
| Dutch
| ccp-language-nl_NL-8.5.3.1000-1.cop.sgn
|-
| Finnish (France)
| ccp-language-fi_FI-8.5.3.1000-1.cop.sgn
|-
| French (France)
| ccp-language-fr_FR-8.5.3.1000-1.cop.sgn
|-
| French (Canadian)
| ccp-language-frCAFR-8.5.3.1000-1.cop.sgn
|-
| German
| ccp-language-de_DE-8.5.3.1000-1.cop.sgn
|-
| Italian
| ccp-language-it_IT-8.5.3.1000-1.cop.sgn
|-
| Japanese
| ccp-language-ja_JP-8.5.3.1000-1.cop.sgn
|-
| Korean
| ccp-language-ko_KR-8.5.3.1000-1.cop.sgn
|-
| Norwegian
| ccp-language-nb_NO-8.5.3.1000-1.cop.sgn
|-
| Polish
| ccp-language-pl_PL-8.5.3.1000-1.cop.sgn
|-
| Portuguese (Brazil)
| ccp-language-pt_BR-8.5.3.1000-1.cop.sgn
|-
| Russian
| ccp-language-ru_RU-8.5.3.1000-1.cop.sgn
|-
| Spanish
| ccp-language-es_ES-8.5.3.1000-1.cop.sgn
|-
| Swedish
| ccp-language-sv_SE-8.5.3.1000-1.cop.sgn
|-
| Turkish
| ccp-language-tr_TR-8.5.3.1000-1.cop.sgn
|}

[[#CONTENTS|'''Back to Contents''']]

= System Backup and Restore =

SocialMiner supports the Unified OS ''Disaster Recovery System'' (DRS) to perform backup and restore of the system. You access the Disaster Recovery System by going to the Administration Gadget, expanding the section on '''Platform Administration''', and then selecting the link for '''Disaster Recovery System'''.

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

You can manually back up your system using DRS, or schedule DRS to perform automatic backups.

Details on using DRS are available in the DRS online help and in this guide: http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/drs/8_0_1/drsag801.html.

== Quick Manual Backup Instructions ==

These instructions provide quick instructions to create a manual backup. You can also schedule backups to run automatically. The system is not usable during a backup and new social 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.

To perform a manual backup:

=== Define Backup Device ===

#Access the Disaster Recovery System by going to the Administration Gadget, expanding the section on '''Platform Administration''', then selecting the link for '''Cisco Disaster Recovery System'''.
#Select '''Backup''' > '''Backup Device'''.
#On the Backup Device List page, select '''Add New'''.
#Provide a '''Device Name''' for the backup device. SocialMiner only supports backing up to a Network Directory, provide the Network Directory details for a server that supports SFTP.
#Provide the Number of backups to store on the Network Directory value. The default is two, so only the two latest backups are preserved.
#Click '''Save''', the system verifies the information you entered and saves the backup device.

The backup device is now saved. You do not need to repeat these steps the next time you back up the system unless you want to back up to a different device or change backup device settings.

=== Backup the System to the Backup Device ===

#Access the Disaster Recovery System by going to the Administration Gadget, expanding the section on '''Platform Administration''', and then selecting the link for '''Disaster Recovery System'''. Log in using the platform credentials you supplied when you installed SocialMiner.
#Select '''Backup''' > '''Manual Backup'''.
#Select the Backup Device you created earlier from the pull down menu in '''Select Backup Device'''.
#In '''Selected Features''' check '''SOCIALMINER'''.
#Click '''Start Backup'''.
#A warning appears indicating that you may need to use the security password to restore. Click '''OK'''. The backup begins.
#The backup page refreshes periodically providing the status of the backup. The page also displays the name of the backup tar file that is being saved to the remote system.
#After the backup completes, wait a few minutes before using SocialMiner so the SocialMiner system can restart subsystems shutdown during the backup.

=== Restoring from a Backup File ===

#Access the Disaster Recovery System by going to the Administration Gadget, expanding the section on '''Platform Administration''', and then selecting the link for '''Disaster Recovery System'''. Log in using the platform credentials you supplied when you installed SocialMiner.
#Select '''Restore''' > '''Restore Wizard'''.
#Select the backup device from the drop-down menu and select '''Next'''.
#Select the backup file you want to restore for the ''Tar file list'' drop-down menu and select '''Next'''.
#Check '''SocialMiner''' in the ''Select Features'' section and select '''Next'''.
#Read the warning on the page. Optionally select '''File Integrity Check''', then select the Server to be restored (typically the host name of the backed up system). Click '''Restore'''.
#The restore page refreshes periodically providing the status of the restore.
#After the restore finished, restart SocialMiner.

[[#CONTENTS|'''Back to Contents''']]

= Design Guidance =

Topics:

*[[#Advanced_UI_Options|Advanced UI Options]]
*[[#Command_Line_Interface|Command Line Interface]]
*[[#Deployment_Models|Deployment Models]]
*[[#Hardware_and_Software_Specifications|Hardware and Software Specifications]]
*[[#Ports|Ports]]
*[[#Obtaining_a_CA-Signed_Certificate|Obtaining a CA-Signed Certificate]]
*[[#Avoiding_certificate_warning|Avoiding certificate warning]]
*[[#Avoiding_Login_Overlays_if_Reply_Template_Container_Loads_in_IFRAME_in_IE|Avoiding Login Overlays if Reply Template Container Loads in IFRAME in IE]]
*[[#Provisioning|Provisioning]]
*[[#SocialMiner_User_Accounts_and_Security|SocialMiner User Accounts and Security]]
*[[#Twitter_Accounts_and_Security|Twitter Accounts and Security]]
*[[#VMware_Open_Virtual_Format_.28OVF.29|VMware Open Virtual Format (OVF)]]

== Advanced UI Options ==

The SocialMiner user interfaces are designed to be embedded in other web application user interfaces.

If your web site or application doesn't support OpenSocial, then add SocialMiner to a web page by using an iFrame (for example). With this technique you can make a frame sized to show one of the SocialMiner web pages (like the campaign results gadget).

[[#CONTENTS|'''Back to Contents''']]

== Command Line Interface ==

To access the CLI for SocialMiner:

*SSH to the address for your SocialMiner server.
*Sign in with your administrator credentials.
*Type a ? at the admin: prompt to see the list of commands.

See [http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/cli_ref/8_0_1/cli_ref_801.html Cisco Systems CLI documentation].

Most CLI commands do not apply to, or have not been certified for SocialMiner.

[[#CONTENTS|'''Back to Contents''']]

== Deployment Models ==

Version 9.0 of SocialMiner has a single-server, all-in-one, small or large deployment model. You cannot use a load-balancing split data-center deployment. There is no replication. The solution is not redundant. The best availability solution for SocialMiner is to back it up at a second location using a scheduled backup. In the event of a site loss, you then restore into a new VM.

The server may be deployed inside or outside the corporate firewall in "Intranet" and "Internet" deployment models.

*The Intranet deployment model provides the additional security of the corporate network firewalls to reduce risk of an external party accessing the system. This deployment model is required if SocialMiner must access internal sites, such as an internal forum site. The downside of the Intranet deployment model is that SocialMiner system cannot be accessed by partners lacking VPN access. It is common for some public relation functions to be externally managed by an agency and offering easy access (no VPN) to the SocialMiner system is very useful. Also, the Intranet deployment model does not allow rendering of SocialMiner OpenSocial Gadgets in public Internet containers such as iGoogle. The Intranet deployment model complicates proxy configuration, however it simplifies directory integration.

*The Internet deployment model puts SocialMiner outside the corporate firewall. This deployment model relies on the built-in security capabilities of the SocialMiner appliance. This is acceptable from a security perspective depending on the system use and corporate policies. For example, in some applications the SocialMiner system handles 100 percent public postings and there is no disclosure risk associated with a compromised SocialMiner system. The Internet deployment model may complicate directory integration.

SocialMiner can be deployed where some users access the server through a firewall or proxy. For the customer chat interface, the SocialMiner server can be deplyoyed behind a proxy server or firewall to prevent it from being abused or limiting access for those outside the firewall.

[[#CONTENTS|'''Back to Contents''']]

== Hardware and Software Specifications ==

Cisco supports SocialMiner deployment on any hardware provided SocialMiner is installed within the Cisco provided VMWare OVF.

Possible server options include Cisco UCS servers such as:

{| border="1" cellspacing="0" cellpadding="5"
|-
! UCS Model
! SKU
|-
| C210-M2
| UCS-C210M2-VCD2
|-
| B200-M2
| UCS-B200M2-VCS1
|}

[[#CONTENTS|'''Back to Contents''']]

== Ports ==

'''Port 25''' is the default port for email.

'''Port 465''' is used by the mail server for SSL/TLS connections.

'''Port 443''' is used for a secure connection between the SocialMiner user interface and your browser.

'''Port 80''' is used by SocialMiner for unsecure communication with Twitter and Facebook APIs.

'''Port 7071''' is used for unsecure BOSH connections to the XMPP/Eventing server.

'''Port 7443''' is used for secure BOSH connections to the XMPP/Eventing server.

Your firewall configuration may need to be modified to open these ports for SocialMiner.

[[#CONTENTS|'''Back to Contents''']]

== Obtaining a CA-Signed Certificate ==

Each time you sign-in, you must obtain an application and root certificate signed by a Certificate Authority (CA) to eliminate browser security warnings.

Use the Certificate Management utility from Unified Operating System Administration.

Open Unified Operating System Administration from the '''Administration tab > Platform Administration'''. You can also use the URL
<pre>http://<servername>/cmplatform</pre>
where ''servername'' is the Name or IP address of the server. Sign in with your Administrator credentials.

 '''To obtain the certificates:'''

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

'''To upload the certificates:'''

#When you receive the certificates, open Unified Operating System Administration from the '''Administration tab > Platform Administration'''.
#Select '''Security > Certificate Management > Upload Certificate'''.
#Select the certificate name from the Certificate Name list.
#Upload the root certificate.
##In the Upload dialog box, select '''TomCat Trust''' from the dropdown.
##Browse to the file and click '''Open'''.
##Click '''Upload File'''.
#Upload the application certificate.
##In the Upload dialog box, select '''TomCat''' from the dropdown.
##Enter the full name (including the file extension) of the CA root in the Root Certificate text box.
##Browse to the file and click '''Open'''.
##Click '''Upload File'''.

See the Security topics in the Unified CM Operating System Administration online help.

'''After you upload the certificates:'''

#Sign out of SocialMiner.
#Restart the XMPP Service. (SSH to SocialMiner and use this [[#Command_Line_Interface|CLI:]] ''admin:utils service restart SocialMiner XMPP Server'').
#Restart Tomcat. (SSH to SocialMiner and use this CLI: ''admin:utils service restart Cisco Tomcat).''
#Sign in to SocialMiner.

[[#CONTENTS|'''Back to Contents''']]

== Avoiding certificate warning ==

To avoid the certificate warning message. make sure your DNS server is properly configured and you can resolve the fully qualified SocialMiner hostname to the SocialMiner IP address.

*If a DNS server is not present, then add an entry in your hosts file (in Windows, the path to the hosts file is %SystemRoot%\System32\drivers\etc\hosts).

Use the fully qualified hostname in the browser to access the SocialMiner server. (Do not use the IP address because it will not match the hostname in the certificate.)

Use a signed certificate from a trusted certificate authority (like Verisign).

*If you use a self-signed certificate (which is what is installed with SocialMiner), then follow the procedures below to avoid warnings in IE8 on Windows. Firefox launches a wizard to import certificates.

==== Download the certificate file. ====

*Open https://<SocialMiner Hostname> in IE8.
*If the certificate is not already imported, you see website's certificate warning page.
*Click on '''Continue to this website'''.
*You see a certificate error next to the address bar.
*Click on the certificate error and then click on '''View certificates'''. This opens a certificate dialog.
*On the Details tab, click '''Copy to a file'''.
*This launches the certificate export wizard. Keep all of the default settings and click '''Next'''.
*Specify a filename in "File to export" and finish the wizard.
*The certificate is now in the exported file.

==== Add certificates to the Trusted Root Certification Authorities store for a local computer. ====

*“Administrators” is the minimum group membership required to complete this procedure.
*Click '''Start''', then click '''Start Search'''. Type "mmc" and press Enter.
*On the File menu, click '''Add/Remove Snap-in'''.
*Under Available snap-ins, click '''Certificates''', then click '''Add'''.
*Under '''This snap-in will always manage certificates for''', click '''Computer account''', then click '''Next'''.
*Click '''Local computer''' and then click '''Finish'''.
*If you have no more snap-ins to add to the console, click '''OK'''.
*In the console tree, double-click '''Certificates'''.
*Right-click the '''Trusted Root Certification Authorities''' store.
*Click '''Import''' to import the certificates and follow the steps in the Certificate Import Wizard.

==== Add certificates to the Trusted Root Certification Authorities store for a domain. ====

*“Domain Admins” is the minimum group membership required to complete this procedure.
*Open Server Manager and under Features Summary, click '''Add Features'''. Select the '''Group Policy Management''' check box, click '''Next''', then click '''Install'''.
*After the Installation Results page shows that the installation of the GPMC was successful, click '''Close'''.
*Click '''Start''', point to '''Administrative Tools''', and click '''Group Policy Management'''.
*In the console tree, double-click '''Group Policy Objects''' in the forest and domain containing the Default Domain Policy GPO that you want to edit.
*Right-click the Default Domain Policy GPO, and click '''Edit'''.
*In the GPMC, go to Computer Configuration, Windows Settings, Security Settings and click '''Public Key Policies'''.
*Right-click the '''Trusted Root Certification Authorities''' store.
*Click '''Import''' and follow the steps in the Certificate Import Wizard to import the certificates.

 [[#CONTENTS|'''Back to Contents''']]

== Avoiding Login Overlays if Reply Template Container Loads in IFRAME in IE ==

When a SocialMiner reply template container loads in an IFRAME in Internet Explorer, a SocialMiner login overlay may appear even though SocialMiner successfully authenticated. If the page inside the IFRAME does not have a privacy policy, cookies are blocked (which is indicated by the red barred circle over the 'eye' icon in status bar). [[Image:Crossedouteye.png]] 

To permit cookies for SocialMiner:

1. Click the eye icon. The Internet Explorer privacy settings dialog box appears and displays the blocked cookie from SocialMiner. 2. Select the cookie and choose '''Always allow cookie from this website'''. 

For more information on how to permit cookies, see the [http://windows.microsoft.com/en-US/windows-vista/Block-or-allow-cookies Microsoft Windows help site].

[[#CONTENTS|'''Back to Contents''']]

== Provisioning ==

The following table shows the sizing limits for small and large deployments of a single SocialMiner system.

{| border="1" cellspacing="0" cellpadding="5" align="top"
|-
|
| Large deployment
| Small deployment
|-
| Concurrent Admin Users Signed In
| 5
| 5
|-
| Concurrent Agents Signed In
| 30
| 30
|-
| Configured feeds
| 200
| 100
|-
| Configured campaigns
| 100
| 50
|-
| Simultaneous chat sessions
| 400
| 120
|-
| Simultaneous social media users
| 60
| 30
|-
| Days chat transcript storage
| 30
| 30
|-
| Tags per social contact
| 20
| 20
|-
| Filters per system
| 30 (20 max for Bayesian + Author combined, 10 max for Script filters) '''Note:''' Each filter type has its own performance implications and performance depends almost entirely on what is in the script filter implementation.
| 20 (15 max for Bayesian + Author combined, 5 max for Script filters) With the same note as for the large deployment.
|-
| Filters per campaign
| 10 (5 max for Script filters)
| 10 (5 max for Script filters)
|-
| Incoming Rate of Social Contacts (total per hour)
| 10,000
| 10,000
|-
| Replies per Twitter Account per Hour
| 30 '''Note:''' This limit is for a default polling interval of 5 minutes. If the polling interval is set lower than 5 minutes, then the limit is reduced depending on usage patterns.
| 30 With the same note as for the large deployment.
|}

[[#CONTENTS|'''Back to Contents''']]

=== Retention of Saved Chat Transcripts ===

A meter on the [[#System_Administration|System Administration gadget]] of the Administration tab shows the current overall SocialMiner disk usage. The meter shows percent usage and hovering over the meter shows the actual number of bytes in use (the same data can be retrieved using the serviceability API).

The [[#Purge_Setting|Purge Settings section]] of the gadget displays the maximum age a Social Contact can be before it is automatically purged by the system (default is 30 days).

As chat transcripts comprise the majority of disk usage, users can decide how long they wish to retain Social Contacts by using the formula below to calculate the amount of disk space required to retain chat transcripts for one month (assuming the default purge setting of 30 days is kept). Once the average disk space requirement for a month's worth of chat transcripts is calculated, users can determine if they wish to retain Social Contacts for the full 30 days and allocate the appropriate disk space accordingly; or they can choose to purge Social Contacts more frequently.

 

'''Note:''' If SocialMiner starts to run out of disk space, it will purge Social Contacts based on age (the oldest ones being purged first).

'''Formula to calculate the number of chats per month:'''

NUMBER_CHATS_MONTH = ACTIVE_CHAT_TIME_MONTH_IN_MIN / DURATION_CHAT_MIN

where:

ACTIVE_CHAT_TIME_MONTH_IN_MIN is the average number of minutes per month that agents spend on chat activities. Assuming that agent activity occurs for 8 hours a day, 7 days a week, 4 weeks a month; the value is 13440 minutes (8*7*4*60).

DURATION_CHAT_MIN is the average duration of a chat in minutes.

'''Formula to calculate the amount of disk space required per month for chat transcripts:'''

DISK_SPACE_MONTH = (TR_SIZE + SC_SIZE) * NUMBER_SIMULTANEOUS_CHATS * NUMBER_CHATS_MONTH

where:

TR_SIZE is the average transcript size in Kbytes.

SC_SIZE is the average size of the metadata for a social contact in Kbytes (which is normally 3 Kbytes).

NUMBER_SIMULTANEOUS_CHATS is the number of simultaneous chats sessions allowed.

NUMBER_CHATS_MONTH is the value calculated above.

 

=== Maximum Network Latency for Chat ===

The maximum network latency permitted for chat is 250 ms.

=== Network Bandwidth for Chat ===

Allocate network bandwidth required for chat based on this formula

CHAT_NETWORK_BANDWIDTH (in Kbps) = CHAT_SESSIONS_SENDING_MSG_PER_SECOND * AVG_MSG_SIZE

For example, If all 400 sessions are active and 10% of chat sessions are sending messages every second, then 400 * 10/100 = 40 chat sessions are sending message each second.

If the average message size is 1 Kb, then the chat network bandwith is 40 Kbps.

== SocialMiner User Accounts and Security ==

SocialMiner minimizes the storage of username/passwords to reduce the security risk of a compromised system. There is an administration account for the system setup, but all SocialMiner user access is controlled through Active Directory (AD) authentication. There are no SocialMiner user passwords stored on the SocialMiner System.

Users do not need to be manually set up on SocialMiner to access the system. Any user that is authenticated by the Active Directory set-up can use the system. If limits on who can use system are required, set up an AD group and configure SocialMiner to only allow access for that group.

AD authenticated users have access to all functions on the system, although gadgets access could be blocked by blocking certain URLs.

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== Twitter Accounts and Security ==

Access to Twitter for the Twitter Account feed type is done by OAuth. When a "Twitter Account" feed is created, the user is prompted to authenticate with Twitter. The authentication token is stored by SocialMiner granting access to secured information from Twitter such as Direct Messages. This authentication also enables sending and replying to Twitter Direct Messages (DMs) from the account by using the Reply feature on the Home tab.

'''Note''': All SocialMiner users can use Twitter accounts configured in the Twitter Account feed to read and respond to Direct Messages in that account. They are not required to enter the account password. This supports environments where the social-media care agents are not entitled to know the Twitter account password. The capability to use SocialMiner is controlled by Active Directory. The capability to invoke post or perform actions on Twitter is controlled by SocialMiner. SocialMiner also tracks which SocialMiner User (AD account) makes each post. Therefore, it is possible for the enterprise to track which employee posted a tweet when sharing a Twitter account amongst a team.

Twitter Stream feed type passwords are encrypted when stored in the SocialMiner configuration database and are also encrypted when sent to Twitter.

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=== VMware Open Virtual Format (OVF) ===

The SocialMiner system supports one standard [http://www.vmware.com/appliances/getting-started/learn/ovf.html OVF] Appliance. The VM configuration defined by the OVF must not be modified in any way. Any changes to the VM configuration are not supported.

SocialMiner 9.0(1) can only be deployed on servers using VMware ESXi 5.0.

See [[Virtualization for Cisco SocialMiner]].

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= Developer Information =

Developer information, including the SocialMiner API documentation and a discussion forum, is available on the [http://developer.cisco.com/web/socialminer Cisco developer site]. Cisco login credentials are required to access this site.

Training labs are accessed [http://docwiki.cisco.com/wiki/SocialMiner_Labs here].

= Copyright Notes =

*Twitter is a registered trademark of Twitter, Inc.
*Facebook is a registered trademark of Facebook, Inc.
*iGoogle is a trademark of Google, Inc.
*VMware is a registered trademark of VMware, Inc.
*Informix is a registered trademark of International Business Machines Corporation.

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[[Category:Cisco_SocialMiner]]