DocWiki - User contributions [en]

Unified Communications VMware Requirements

2013-04-17T20:36:36Z

Rfarber: /* Multiple Physical NICs and vNICs */

'''Go to: [[Guidelines to Edit UC Virtualization Pages|Guidelines to Edit UC Virtualization Pages]]''' 

----

 

This article describes VMware requirements, feature support, and services and support contracts for virtualized Unified Communications applications.

== Introduction: Mandatory VMware Products and Services ==

'''Note:''' This page only covers VMware product/version/feature support.

:*It does '''not''' cover compute/network/storage hardware support policy for UC virtualization.
:*It does '''not''' cover application co-residency support policy for UC virtualizatoin.
:*See other links at http://www.cisco.com/go/uc-virtualized for these details.

 

'''VMware vSphere ESXi is mandatory''' for UC virtualization and UC on UCS.

:*UC is only supported on UCS servers with VMware vSphere ESXi.
:*See rest of this page for other details on VMware product, version and feature support.
:*'''Nonvirtualized, physical, or bare-metal installations are not supported''' for UC on UCS.

 

'''VMware vCenter''' is:

:*'''Mandatory''' for all Specs-based deployments
:*'''Optional''' for Tested Reference Configuration deployments.

 

For UC on UCS, VMware vSphere ESXi and vCenter may be purchased from Cisco or customer provided. For specs-based with HP/IBM, all VMware software must be customer-provided. See [[Before You Buy or Deploy - Considerations for Design and Procurement]] for information on VMware purchase options. 

Compatibility of UC apps/versions with VMware vSphere ESXi versions varies by UC app and is outlined later in this document. See the following links for details on "legacy" virtualization support (i.e. 7.x of UC apps with VMware vSphere on limited 3rd-party servers):

:*[http://www.cisco.com/en/US/docs/voice_ip_comm/unity/virtualization_design/guide/cuvirtualdg010.html Cisco Unity Virtualization Design Guide]
:*[http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_7_5/user/guide/VirtualizationGde753.pdf Virtualization Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted 7.5(3)]

 

'''Note:''' in all cases, the customer is required to have a valid service contract (either with Cisco or with VMware, depending on what/how purchased) to be supported. See [[#Services_and_Support_Contracts_for_VMware_are_Required|Services and Support Contracts for VMware are Required]] for how to ensure this is done for different Editions of Vmware vSphere ESXi. 

== Supported Virtualization Hypervisor Vendors ==

At this time, the only vendor supported for UC is VMware.

Other vendors/products - such as Microsoft Hyper-V, Citrix Xen, Red Hat KVM - are not supported for Cisco UC virtualization. 

== Supported VMware Products ==

VMware vSphere ESXi is required for Cisco UC virtualization.

*ESX and ESXi are architecture options for VMware vSphere ([http://blogs.vmware.com/vsphere/2010/07/introducing-vmware-sphere-hypervisor-41-the-free-edition-of-vmware-vsphere-41.html click here for a comparison]). UC only supports ESXi. Recall that vSphere 3.x and 4.x offered both options, but 5.0+ only offers ESXi.
*VMware vSphere ESX, regardless of version, is not supported for UC. This is due to technical reasons and [http://blogs.vmware.com/vsphere/2010/07/esx-41-is-the-last-esx-what-do-i-do-now.html VMware’s direction to transition from ESX to ESXi]. Note a VMware ESX cluster can contain VMware ESXi servers running Cisco Unified Communications.
*No other VMware server virtualization products are supported.

 

== Supported Versions of VMware vSphere ESXi ==

The minimum version for VMware vSphere ESXi is 4.0. But note a higher minimum version may be required depending on what UC apps/versions you run (see tables below) and what hardware you select.

*Note that use of VMware vSphere ESXi 4.1 requires [[Disable LRO|'''disabling the "LRO" setting as described here''']].
*Versions of VMware vSphere ESXi prior to 4.0 are not supported due to technical reasons.
*Each UC app/version will specify the required compatible Major Releases and Minor Releases of VMware vSphere ESXi (e.g. 4.0 or 4.1) in the tables below.
**Unlisted Major/Minor versions are not supported.
**Unless otherwise indicated, the base Major/Minor version shown is the minimum required.
**Some UC apps will also require a minimum Maintenance Release and will indicate if this is the case. Otherwise UC does not specify or recommend patches, updates or Maintenance Releases (e.g. 4.0 U1) for a required Major/Minor Release of vSphere ESXi. Follow recommendations of the server vendor and VMware for what you should use. Unless otherwise indicated by a UC app, UC supports all VMware vSphere ESXi patches, updates and Maintenance Releases for a supported Major/Minor Release at time of VMware launch as long as the server vendor supports them.

 

=== VMware vSphere ESXi Version Support for Call Processing and System Management Applications ===

{| class="wikitable FCK__ShowTableBorders"
|-
!
Application 

! VMware vSphere ESXi 4.0 
! VMware vSphere ESXi 4.1 Cisco UC Virt. Foundation 4.1* 
! VMware vSphere ESXi 5.0 Cisco UC Virt. Foundation 5.0* 
! VMware vSphere ESXi 5.1 Cisco UC Virt. Foundation 5.1* 
|-
| Unified Communications Manager (Unified CM)
| 8.0(2+), 8.5(x), 8.6(x), 9.0(1), 9.1(x)
| 8.0(2+), 8.5(x), 8.6(x), 9.0(1), 9.1(x)
| 8.0(2+), 8.5(x), 8.6(x), 9.0(1), 9.1(x)
| 8.0(2+), 8.5(x), 8.6(x), 9.0(1), 9.1(x)
|-
| Cisco Paging Server for Unified CM
| 8.3+
| 8.3+
| 8.3+
| Not supported
|-
| Unified CM IM & Presence Service
| Not supported
| 9.0(x), 9.1(x)
| 9.0(x), 9.1(x)
| 9.0(x), 9.1(x)
|-
| Cisco Business Edition 6000
| colspan="4" | <center>[[Cisco Unified Communications Manager Business Edition 6000|Click here for details]]</center>
|-
| Cisco Emergency Responder (CER)
| 8.5(x), 8.6(x), 8.7(x), 9.0(x)
| 8.5(x), 8.6(x), 8.7(x), 9.0(x)
| 8.5(x), 8.6(x), 8.7(x), 9.0(x)
| 8.7(x), 9.0(x)
|-
| Session Manager Edition (SME)
| 8.5(x), 8.6(x), 9.0(x), 9.1(x)
| 8.5(x), 8.6(x), 9.0(x), 9.1(x)
| 8.5(x), 8.6(x), 9.0(x), 9.1(x)
| 8.5(x), 8.6(x), 9.0(x), 9.1(x)
|-
| Unified Attendant Consoles
| 8.0(3+), 8.5(x)
| 8.6(x)
| 8.6(x)
| 8.6(x)
|-
| Cisco Intercompany Media Engine (CIME)
| Not supported
| 8.6(2+), 9.0(x)
| 8.6(2+), 9.0(x)
| 8.6(2+), 9.0(x)
|-
|
Cisco UC Management Suite

*(Cisco UPM, UOM, USM, USSM)

Cisco Prime UC Management Suite

*(Prime UPM, Prime UOM, Prime USM)

| 8.0 and later
| 8.0 and later
| 8.6 and later
| UPM: 8.6 and later UOM/USM/USSM:Not supported 
|-
| Prime Collaboration Manager
| Not supported
| Not supported
| 1.2 and later
| Not supported
|-
| Prime Collaboration Provisioning (PCP) Prime Collaboration Assurance (PCA) 
| 9.x 
| 9.x
| 9.x
| 9.x 
|}

<nowiki>*</nowiki> For applications that are allowed "on-box" with Cisco Business Edition 6000, this also includes version compatibility with Cisco UC Virtualization Hypervisor which is only supported for use with Cisco Business Edition 6000.

=== VMware vSphere ESXi Version Support for Messaging and Presence Applications ===

{| style="width: 1200px; height: 108px" class="wikitable FCK__ShowTableBorders"
|-
! Application 
! VMware vSphere ESXi 4.0 
! VMware vSphere ESXi 4.1 Cisco UC Virtualization Foundation 4.1*
! VMware vSphere ESXi 5.0 Cisco UC Virtualization Foundation 5.0*
! VMware vSphere ESXi 5.1 Cisco UC Virtualization Foundation 5.1*
|-
| Cisco Unity Connection
| 8.0(2)+, 8.5(x), 8.6(x), 9.0(x), 9.1(x)
| 8.0(2)+, 8.5(x), 8.6(x), 9.0(x), 9.1(x)
| 8.0(2)+, 8.5(x), 8.6(x), 9.0(x), 9.1(x)
| Not supported
|-
| Cisco Unity
| 7.x and later
| 7.x and later
| 7.x and later
| Not supported
|-
| Cisco Unified Presence
| 8.0(2)+
| 8.0(2)+
| 8.6(1)+
| 8.6(4)+
|}

<nowiki>*</nowiki> For applications that are allowed "on-box" with Cisco Business Edition 6000, this also includes version compatibility with Cisco UC Virtualization Hypervisor which is only supported for use with Cisco Business Edition 6000. 

=== VMware vSphere ESXi Version Support for Contact Center Applications ===

{{Note| For Virtual Machines that need '''more than 4 vCPUs''', the VMware vSphere ESXi 4.1 '''Enterprise Plus''' licensing is required (8 way virtual SMP capability and applicable to ESXi 4.x only). The VMware vSphere 4.1 Enterprise Plus license can be procured from the Cisco build-to-order or directly from the VMware (see VMware Purchasing section above.)}} 

Notation Convention. The 8.0(1+) means 8.0(x) (x=1 and later 2,3,etc.) The 8.0(x) SU1+ means 8.0(x) and thereafter SU such as SU1, SU2, SU3, etc. in the 8.0(x). The 8.0(1)+ means 8.0(1) and thereafter releases like 8.0(1), 8.0(2) or 8.5(1), etc. The 8.x means any releases in that train: 8.0, 8.1, etc. The same is for other major releases (9, 10, etc.) using the + or x convention.

{| style="width: 816px; height: 396px" class="wikitable FCK__ShowTableBorders"
|-
! Application
! VMware vSphere ESXi 4.0 and 4.0 Updates
! VMware vSphere ESXi 4.1  and 4.1 Updates
! VMware vSphere ESXi 5.0  and 5.0 Updates 
! VMware vSphere ESXi 5.1 and 5.1 Updates
|-
| [[Virtualization for Unified CCX|Unified Contact Center Express / IP IVR]]
| 8.0(2+), 8.5(1+), 9.x 
| 8.0(2) SU2+, 8.5(1+), 9.x 
| 8.0(2) SU4+, 8.5(1) SU2+, 9.x 
| 8.5(1)SU4+, 9.0(2)+
|-
| [http://docwiki-dev.cisco.com/wiki/Virtualization_for_Unified_CCX#Virtualization_Support_for_Cisco_Unified_Workforce_Optimization_.28WFO.29_in_Unified_CCX_8.5 Cisco Unified Work Force Optimization (WFO), Quality Management (QM), and Work Force Management (WFM)]
| 8.5(1) 
| 8.5(2+), 9.x
| 8.5(2+), 9.x
| Not supported
|-
| [[Unified Contact Center Enterprise]] 
| ESXi 4.0 Update 1 (minimum required). See below
| See below
| See below
| Not supported
|-
| - Router, Logger, Rogger, Agent PG, MR PG, VRU PG, Administration and Data Server (AW, AW-CONFIG, AW-HDS, AW-HDS-DDS, HDS-DDS), Administration Client, Outbound Option with SIP Dialer, Support Tools (not supported in 8.5x and later)
| 8.0(2+), 8.5(1+)
| 8.0(2+), 8.5(1+)
| 8.5(1+), 9.x
| Not supported
|-
| [[Virtualization for Cisco Packaged CCE|Cisco Packaged Contact Center Enterprise]]
| Not supported
| Not supported
| 9.x
| Not supported
|-
| [[Virtualization for Unified Intelligence Center|Cisco Unified Intelligence Center]] 
| 8.0(3), 8.0(4)
| 8.5(2), 8.5(3), 8.5(4)
| 8.5(4+), 9.x
| Not supported
|-
| [[Support for CCMP with UCCE on UCS Hardware|Unified Contact Center Management Portal]]
| 8.0(2+), 8.5(1+)
| 8.0(2+), 8.5(1+)
| 8.5(1+), 9.x
| Not supported
|-
| [[Unified Customer Voice Portal]] (all components) 
| 8.0(1+) or 8.5(1+)
| 8.0(1+) or 8.5(1+)
| 8.5(1+), 9.x
| Not supported
|-
| [[Virtualization for Cisco MediaSense|Cisco MediaSense]]
| 8.5(1)
| 8.5(2+)
| 8.5(4+), 9.x 
| Not supported
|-
| [[Virtualization for Cisco SocialMiner|Cisco SocialMiner]]
| 8.5(1+)
| 8.5(1+)
| 8.5(3+), 9.x
| Not supported
|-
| [[Virtualization for Unified Email Interaction Manager - Web Interaction Manager|Unified Email Interaction Manager and Web Interaction Manager]]
| 4.3(2+)
| 4.3(2+), 4.4(1+) 
| 4.4(1+), 9.x 
| Not supported
|-
| [[Virtualization for Cisco Finesse|Cisco Finesse]]
| Not supported 
| 8.5(3+)
| 8.5(3+), 9.x
| Not supported
|}

=== VMware vSphere ESXi Version Support for TelePresence Applications ===

{| style="width: 805px; height: 106px" class="wikitable FCK__ShowTableBorders"
|-
!
Application 

! VMware vSphere ESXi 4.0 
! VMware vSphere ESXi 4.1 
! VMware vSphere ESXi 5.0 
|-
| Cisco TelePresence Manager 
| 1.8.x, 1.9.0
| 1.8.x, 1.9.0 
| 1.8.x, 1.9.0 
|-
| Cisco TelePresence Multipoint Switch
| 1.8.x, 1.9.0
| 1.8.x, 1.9.0 
| 1.8.x, 1.9.0 
|-
| Cisco TelePresence Video Communication Server 
| Not supported 
| X7.1 and later 
| X7.1 and later with ESXi 5.0 Update 1 
|-
| Cisco TelePresence Conductor 
| Not supported 
| XC1.2 and later 
| XC1.2 and later with ESXi 5.0 Update 1 
|}

== Support of Cisco VN-Link and Cisco Nexus 1000V ==

Note that Cisco Unified Contact Center Enterprise does NOT support this – see [[UCS Network Configuration for UCCE|UCS Network Configuration for Unified CCE]].

Unless otherwise indicated above, Cisco VN-Link, Cisco Nexus 1000V, Cisco Nexus 1010, and VM-FEX are supported by UC applications that support the VMware vNetwork Distributed Switch (see [[#Supported_Editions_and_Features_of_VMware_vSphere_ESXi.2C_VMware_vCenter_and_VMware_vSphere_Client|Supported Editions and Features of VMware vSphere ESXi, VMware vCenter and VMware vSphere Client]]).

Cisco VN-Link, Cisco Nexus® 1000V, Cisco Nexus 1010, VM-FEX and VMware vNetwork Distributed Switch all require VMware ESXi Enterprise Plus Edition (see [[#Supported_Editions_and_Features_of_VMware_vSphere_ESXi.2C_VMware_vCenter_and_VMware_vSphere_Client|Supported Editions and Features of VMware vSphere ESXi, VMware vCenter and VMware vSphere Client]]). Other editions do not support these capabilities.

For UC on UCS B-series, Cisco UCS 6100 does not currently support Layer 3 to Layer 2 COS markings. Additionally, the UC applications and operating systems cannot set the Layer 2 COS markings. Use of Cisco Nexus® 1000V is therefore strongly recommended as this is the only way to manage traffic congestion through the current UCS 6100. Please recall that traffic congestion risk will vary and is dependent on many factors such as UC vs. non-UC virtual machine count and their traffic characteristics across all blades, chassis and fabric extenders connected to the same UCS 6100.

For UC on UCS C-series, Cisco Nexus® 1000V is recommended but not mandatory as there is no intermediate UCS 6100 to design around.

For more information on Cisco VN-Link, Cisco Nexus 1000V and VM-FEX, see the following:

:*http://www.cisco.com/en/US/solutions/collateral/ns340/ns517/ns224/ns892/ns894/white_paper_c11-525307.html
:*http://www.cisco.com/en/US/products/ps9902/index.html
:*http://www.cisco.com/en/US/netsol/ns1124/index.html

== Supported Editions and Features of VMware vSphere ESXi, VMware vCenter and VMware vSphere Client ==

 '''VMware vSphere Client''' (formerly branded VI Client) and '''VMware vCenter''' are management consoles for VMware vSphere hosts.

:*vSphere Client is free but only has basic management capabilities.
:*vCenter is not free as it has advanced management capabilities, but note UC may not support every feature in vCenter. vCenter is mandatory for any specs-based deployment.

 

'''VMware vSphere ESXi''' is sold in several '''Editions''' with different levels of feature support.

:*[https://www.vmware.com/products/vsphere/buy/editions_comparison.html Click here for a comparison of VMware vSphere ESXi feature Editions on vmware.com].
::*[http://blogs.vmware.com/vsphere/2010/07/introducing-vmware-sphere-hypervisor-41-the-free-edition-of-vmware-vsphere-41.html Click here for a clarification of “free ESXi 4.1” vs. “vSphere ESXi 4.1 Hypervisor Edition”] (formerly branded as "VMware ESXi Single Server Edition" or “free ESXi”).
::*For details on supported features for 4.x versions of other vSphere ESXi Editions, see your VMware account team. VMware on their web site [http://kb.vmware.com/selfservice/microsites/search.do?language=en_US&cmd=displayKC&externalId=1010579 provides a "best effort" comparison here].
:*If buying VMware vSphere ESXi direct from VMware:
::*[http://www.vmware.com/products/vsphere/purchase-advisor/index.html Click here for VMware's Purchase Advisor for vSphere on vmware.com].
::*[https://www.vmware.com/files/pdf/vsphere_pricing.pdf Click here for an overview of VMware vSphere ESXi pricing on vmware.com].

 

There are no UC-specific restrictions on what VMware vSphere ESXi feature Edition you "can" use, but the Edition you "should" use will be determined by VMware licensing rules based on aspects of the UC deployment. The customer is responsible for selecting the correct VMware vSphere ESXi Edition based on their feature and UC application requirements. The following non-exhaustive list is provided for convenience only as examples of what must be considered under VMware's current licensing rules, which are subject to change:

:*If you want to use Cisco Nexus 1000V with UC, that requires the VMware vSphere ESXi feature "Distributed Switch" which is only available in Enterprise Plus Edition.
:*If you want to use a UC virtual machine OVA template with a large quantity of vCPU, verify the VMware vSphere ESXi Edition supports sufficient "vCPU Entitlement" for that OVA's vCPU count.
::*E.g. the Unity Connection 20K user OVA that requires 7 vCPU per VM.
:*Verify all the UC-supported VMware vSphere ESXi features you want to use are [https://www.vmware.com/products/vsphere/buy/editions_comparison.html supported by the Edition you pick].
:*The "Cisco UC Virtualization Hypervisor" is only supported for use with Business Edition 6000 and has the following restrictions:
::*It is not available or transferable for use with any other hardware or software.
::*Server Hardware restricted to UCS C200 M2 TRC#1
::*Max total vRAM across all VMs is 16 GB (of which 14 GB are available to UC apps)
::*Max vCPU per VM is 8
::*Does not support VMware vCenter management. Does not offer any [https://www.vmware.com/products/vsphere/buy/editions_comparison.html advanced operational features like other Editions].
:*The "Cisco UC Virtualization Foundation" is only supported for use with Business Edition 6000 and UC on UCS.
::*Not available direct from VMware, only sold as part of BE6K or UC on UCS. It is not available or transferable for use with non-UCS hardware or non-UC software.
::*Server Hardware restricted to 2-socket UCS B-Series models and 2-socket UCS C-Series models.
::*Max total vRAM across all VMs is 32 GB (of which 30 GB are available to UC apps)
::*Max vCPU per VM is 8
::*Supports VMware vCenter management (purchased separately). UC-supported [https://www.vmware.com/products/vsphere/buy/editions_comparison.html advanced operational features] limited to vStorage APIs. All other UC-supported features (including but not limited to VMware High Availability, Data Recovery, vMotion, Distributed Switch, etc.) are not offered.

 

Finally, note that UC may not support all of the features that are included in the VMware vSphere ESXi Edition you pick. This may be because the feature is N/A for a UC deployment, or it has not been sufficiently tested before UC will support, or it requires application enhancements before UC can support.

The table below lists VMware feature support by UC app/version. If the feature is supported, click on its name in the table to view UC caveats and best practices. Feature support may vary by UC app. This site will be updated as new support becomes available.

{{note| feature support for Cisco Unified Contact Center Enterprise varies by component (e.g. Peripheral Gateway) and deployment model (e.g. "Rogger") - this section will give a summary support position, but for individual components see [[Unified Contact Center Enterprise|Support for Virtualization on the ESXi/UCS Platform]].}} 

=== Legend for Feature Support Tables ===

:*Y(C) = Supported with '''C'''aveats - see [[#Best_Practices|Best Practices]] for details
:*Y(P) = '''P'''artial (limited) support only - see [[#Best_Practices|Best Practices]] for details
:*No = the feature is not supported at this time - see [[#Best_Practices|Best Practices]] for alternatives, if any.

=== VMware Feature Support for Call Processing and System Management 8.0(2) through 9.0(1) ===

{| border="1"
|+ ''' '''
|-
! Feature
! Unified CM
! CER
! SME
! Unified Attendant Consoles
! PCP 
! PCA 
! UPM
! UOM, USM, USSM
! CIME 
|- style="background: rgb(229,228,226)"
! vSphere ESXi 4.0 Features
| 
| 
| 
| 
| 
| 
| 
| 
| 
|- align="center"
! [[#Virtual_Machine_Templates_.28OVA_Files.29|VM Templates (OVAs)]]
| Y(C)
| Y(C) 
| Y(C) 
| Y(C) 
| Y 
| Y 
| Y
| Y 
| Y(C) 
|- align="center"
! [[#Copy_Virtual_Machine|Copy Virtual Machine]]
| Y(C)
| Y(C)
|  Y(C)
| No
| Y(C) 
| no 
| Y(C)
| No 
| Y(C)
|- align="center"
! [[#Restart_Virtual_Machine_on_Different_ESXi_Host|Restart Virtual Machine on Different ESXi Host]]
| Y(C) 
| Y(C) 
| Y(C) 
| Y(C) 
| Y(C) 
| Y(C) 
| Y(C) 
| Y(C) 
| Y(C) 
|- align="center"
! [[#Resize_Virtual_Machine|Resize Virtual Machine]]
| Y(P)
| Y(P)
| Y(P)
| Y(P)
| Y(P) 
| Y(P) 
| Y(P) 
| Y(P) 
| Y(P)
|- align="center"
! [[#VMware_Hot_Add|VMware Hot Add]]
| No
| No
| No
| No
| No 
| No 
| No 
| No 
| No
|- align="center"
! [[#Multiple_Physical_NICs_and_vNICs|Multiple Physical NICs and vNICs]]
| Y(P)  
| Y(P)  
| Y(P)  
| Y(P)  
| Yes 
| Y(P) 
| Yes
| Y(P) 
| Y(P)
|- align="center"
! [[#VMware_High_Availability_.28HA.29|VMware High Availability (HA)]]
| Y(C)
| Y(C) 
| Y(C) 
| No
| Y(C) 
| No 
| Y(C)
| No
| Y(C)
|- align="center"
! [[#VMware_Site_Recovery_Manager_.28SRM.29|VMware Site Recovery Manager (SRM)]]
| Y(C) 
| Y(C)
| Y(C)
| No
| Y(C) 
| No 
| Y(C)
| No 
| Y(C)
|- align="center"
! [[#VMware_vNetwork_Distributed_Switch|VMware vNetwork Distributed Switch]]
| Y(C) 
| Y(C) 
| Y(C) 
| No
| Y(C) 
| No 
| Y(C)
| No 
| Y(C)
|- align="center"
! [[#VMware_vMotion|VMware vMotion]]
| Y(C) 
| Y(C)
| Y(C) 
| No
| Yes 
| No 
| Yes
| No 
| No
|- align="center"
! [[#VMware_Dynamic_Resource_Scheduler|VMware Dynamic Resource Scheduler (DRS)]]
| No
| No
| No
| No
| No 
| No 
| No
| No 
| No
|- align="center"
! [[#VMware_Dynamic_Power_Management|VMware Dynamic Power Management]]
| No
| No
| No
| No
| No 
| No 
| No
| No 
| No
|- align="center"
! [[#Long_Distance_vMotion|Long Distance vMotion]]
| No
| No
| No
| No
| Y(C) 
| No 
| Y(C)
| No 
| No
|- align="center"
! [[#VMware_Storage_vMotion|VMware Storage vMotion]]
| Y(C) 
| Y(C) 
| No
| No
| Yes 
| No 
| Yes
| No 
| No
|- align="center"
! [[#VMware_Update_Manager|VMware Update Manager (VUM)]]
| Y(P)
| Y(P)
| Y(P)
| Y(P)
| Y(P) 
| Y(P) 
| Y(P)
| Y(P) 
| Y(P)
|- align="center"
! [[#VMware_Consolidated_Backup|VMware Consolidated Backup (VCB)]]
| No
| No
| No
| No
| No 
| No 
| No
| No 
| No
|- align="center"
! [[#VMware_Data_Recovery|VMware Data Recovery (DR, VDR)]]
| No
| No
| No
| No
| Yes 
| No 
| Yes
| No 
| No
|- align="center"
! [[#VMware_Snapshots|VMware Snapshots]]
| No
| No
| No
| No
| Y(C) 
| No 
| Y(C)
| No 
| No
|- align="center"
! [[#VMware_Fault_Tolerance|VMware Fault Tolerance (FT)]]
| No
| No
| No
| No
| Y(C) 
| No 
| Y(C)
| No 
| No
|- align="center"
! [[#VMware_vCenter_Converter|VMware vCenter Converter]]
| No
| No
| No
| No
| No 
| No 
| Y(C)
| No 
| No
|- align="center"
! [[#VMsafe|VMsafe]]
| No
| No
| No
| No
| No 
| No 
| No
| No 
| No
|- align="center"
! [[#VMware_vShield|VMware vShield]]
| No
| No
| No
| No
| No 
| No 
| No
| No 
| No
|- align="center"
! [[#Virtual_Appliance_Packaging_of_UC_apps|Virtual Appliance Packaging of UC apps]]
| No
| No
| No
| No
| Y(C) 
| No 
| Y(C)
| No 
| No
|- align="center"
! [[#3rd-Party_VM-based_Backup_Tools|3rd-Party VM-based Backup Tools (e.g. Veeam, Viziocore, esXpress)]]
| No
| No
| No
| No
| 
| 
|
| 
| No
|- align="center"
! [[#3rd-Party_VM-based_Deployment_Tools|3rd-Party VM-based Deployment Tools (e.g. rPath, Platespin)]]
| No
| No
| No
| No
| 
| 
|
| 
| No
|- align="center"
! [[#3rd-Party_Physical_To_Virtual_.28P2V.29_Migration_Tools|3rd-Party Physical To Virtual (P2V) Migration Tools]]
| No
| No
| No
| No
| No 
| No 
| No
| No 
| No
|- align="center"
! All others not listed
| No
| No
| No
| No
| No 
| No 
| No
| No 
| No
|- style="background: rgb(229,228,226)"
! vSphere ESXi 4.1 Features
| 
| 
| 
| 
| 
| 
| 
| 
| 
|- align="center"
! [[#Boot_from_SAN|VMware Boot from SAN]]
| Y(C) 
| Y(C) 
| Y(C) 
| Y(C)
| Y(C) 
| Y(C) 
| Y(C)
| Y(C) 
| Y(C)
|- align="center"
! All other vSphere ESXi 4.1 Features
| No
| No
| No
| No
| No 
| No 
| No
| No 
| No
|- style="background: rgb(229,228,226)"
! vSphere ESXi 5.0 Features
| 
| 
| 
| 
| 
| 
| 
| 
| 
|- align="center"
! Same EXSi 4.1 features supported in ESXi 5.0
| 
| 
| 
| 
| Y 
| Y 
| Y
| Y 
| 
|- align="center"
! Same EXSi 5.0 features supported in ESXi 5.1 
| 
| 
| 
| 
| Y 
| Y 
| Y 
| Y 
| 
|- align="center"
! All vSphere ESXi 5.0 Features
| No
| No
| No
| No
| No 
| No 
| No
| No 
| No
|- align="center"
! All vSphere ESXi 5.1 Features 
| 
| 
| 
| 
| No 
| No 
| No 
| Nn 
| 
|}

Notes: 

#PCP =Cisco Prime Collaboration Provisioning. PCA = Cisco Prime Collaboration Assurance.
#Blanks indicate not tested or info is not available at this time.

=== VMware Feature Support for Messaging and Presence 8.0(2) through 9.x ===

{| border="1"
|+ '
|-
! Feature
! Unity Connection
! Unity
! Unified Presence, Unified CM IM&Presence
|- style="background: rgb(229,228,226)"
! vSphere ESXi 4.0 Features
| 
| 
| 
|- align="center"
! [[#Virtual_Machine_Templates_.28OVA_Files.29|VM Templates (OVAs)]]
| Y(C) 
| Y(C) 
| Y(C) 
|- align="center"
! [[#Copy_Virtual_Machine|Copy Virtual Machine]]
| Y(C) 
| Y(C) 
| Y(C) 
|- align="center"
! [[#Restart_Virtual_Machine_on_Different_ESXi_Host|Restart Virtual Machine on Different ESXi Host]]
| Y(C) 
| Y(C) 
| Y(C) 
|- align="center"
! [[#Resize_Virtual_Machine|Resize Virtual Machine]]
| Y(P)
| Y(P)
| Y(PP
|- align="center"
! [[#VMware_Hot_Add|VMware Hot Add]]
| No
| No
| No
|- align="center"
! [[#Multiple_Physical_NICs_and_vNICs|Multiple Physical NICs and vNICs]]
| Y(P)
| Y(P) 
| Y(P)
|- align="center"
! [[#VMware_High_Availability_.28HA.29|VMware High Availability (HA)]]
| Y(C) 
| Y(C) 
| Y(C) 
|- align="center"
! [[#VMware_Site_Recovery_Manager_.28SRM.29|VMware Site Recovery Manager (SRM)]]
| Y(C)
| No
| Y(C)
|- align="center"
! [[#VMware_vNetwork_Distributed_Switch|VMware vNetwork Distributed Switch]]
| Y(C)
| Y(C)
| Y(C) 
|- align="center"
! [[#VMware_vMotion|VMware vMotion]]
| Y(P)
| No
| Y(P)
|- align="center"
! [[#VMware_Dynamic_Resource_Scheduler|VMware Dynamic Resource Scheduler (DRS)]]
| No
| No
| No
|- align="center"
! [[#VMware_Dynamic_Power_Management|VMware Dynamic Power Management]]
| No
| No
| No
|- align="center"
! [[#Long_Distance_vMotion|Long Distance vMotion]]
| No
| No
| No
|- align="center"
! [[#VMware_Storage_vMotion|VMware Storage vMotion]]
| No
| No
| No
|- align="center"
! [[#VMware_Update_Manager|VMware Update Manager (VUM)]]
| Y(P)
| Y(P)
| Y(P)
|- align="center"
! [[#VMware_Consolidated_Backup|VMware Consolidated Backup (VCB)]]
| No
| Y(C) 
| No
|- align="center"
! [[#VMware_Data_Recovery|VMware Data Recovery (DR, VDR)]]
| No
| No
| No
|- align="center"
! [[#VMware_Snapshots|VMware Snapshots]]
| No
| Y(C)
| No
|- align="center"
! [[#VMware_Fault_Tolerance|VMware Fault Tolerance (FT)]]
| No
| No
| No
|- align="center"
! [[#VMware_vCenter_Converter|VMware vCenter Converter]]
| No
| No
| No
|- align="center"
! [[#VMsafe|VMsafe]]
| No
| No
| No
|- align="center"
! [[#VMware_vShield|VMware vShield]]
| No
| No
| No
|- align="center"
! [[#Virtual_Appliance_Packaging_of_UC_apps|Virtual Appliance Packaging of UC apps]]
| No
| No
| No
|- align="center"
! [[#3rd-Party_VM-based_Backup_Tools|3rd-Party VM-based Backup Tools (e.g. Veeam, Viziocore, esXpress)]]
| No
| No
| No
|- align="center"
! [[#3rd-Party_VM-based_Deployment_Tools|3rd-Party VM-based Deployment Tools (e.g. rPath, Platespin)]]
| No
| No
| No
|- align="center"
! [[#3rd-Party_Physical_To_Virtual_.28P2V.29_Migration_Tools|3rd-Party Physical To Virtual (P2V) Migration Tools]]
| No
| No
| No
|- align="center"
! All others not listed
| No
| No
| No
|- style="background: rgb(229,228,226)"
! vSphere ESXi 4.1 Features
| 
| 
| 
|- align="center"
! [[#Identity|Identity]]
| No  
| No  
| Y(C) 
|- align="center"
! [[#Boot_from_SAN|VMware Boot from SAN]]
| Y(C) 
| Y(C) 
| Y(C) 
|- align="center"
! All other vSphere ESXi 4.1 Features
| No
| No
| No
|}

 

=== VMware Feature Support for Contact Center 8.0(2) through 9.x ===

{| style="width: 906px; height: 823px" border="1"
|+   Notation: Y: regular Yes
|-
! Feature
! Unified CCX
! Cisco WFO, QM, and WFM
! Unified CCE, CVP
! Unified IC
! Cisco MediaSense
! SocialMiner
! Unfied EIM-WIM
! Cisco Finesse
|- style="background: rgb(229,228,226)"
! vSphere ESXi 4.0 Features
| 
| 
| 
| 
| 
| 
| 
| 
|- align="center"
! [[#Virtual_Machine_Templates_.28OVA_Files.29|VM Templates (OVAs)]]
| Y(C) 
| Y(C) 
| Y(C) 
| Y(C) 
| Y(C) 
| Y(C) 
| Y(C)
| Y(C)
|- align="center"
! [[#Copy_Virtual_Machine|Copy Virtual Machine]]
| Y(C) 
| Y(C)
| Y(C) 
| Y(C) 
| No
| Y(C) 
| Y(C)
| No
|- align="center"
! [[#Restart_Virtual_Machine_on_Different_ESXi_Host|Restart Virtual Machine on Different ESXi Host]]
| Y(C) 
| Y(C) 
| Y(C)
| Y(C) 
| No
| Y(C) 
| No
| No
|- align="center"
! [[#Resize_Virtual_Machine|Resize Virtual Machine]]
| Y(P)
| Y(P) 
| No
| Y(P) 
| No
| No
| No
| No
|- align="center"
! [[#VMware_Hot_Add|VMware Hot Add]]
| No
| No
| No
| No
| No
| No
| No
| No
|- align="center"
! [[#Multiple_Physical_NICs_and_vNICs|Multiple Physical NICs and vNICs]]
| Y(P) 
| Y(P) 
| Y(P) 
| Y(P) 
| No
| No
| No
| No
|- align="center"
! [[#VMware_High_Availability_.28HA.29|VMware High Availability (HA)]]
| No
| No
| No
| No
| No
| No
| Y(C) 
| No
|- align="center"
! [[#VMware_Site_Recovery_Manager_.28SRM.29|VMware Site Recovery Manager (SRM)]]
| No
| No
| No
| No
| No
| No
| No
| No
|- align="center"
! [[#VMware_vNetwork_Distributed_Switch|VMware vNetwork Distributed Switch]]
| Y(C)
| Y(C)
| No
| Y(C) 
| Y(C)
| No
| No
| No
|- align="center"
! [[#VMware_vMotion|VMware vMotion]]
| Y(C) 
| Y(P) 
| No
| No
| No
| No
| No
| No
|- align="center"
! [[#VMware_Dynamic_Resource_Scheduler|VMware Dynamic Resource Scheduler (DRS)]]
| No
| No
| No
| No
| No
| No
| No
| No
|- align="center"
! [[#VMware_Dynamic_Power_Management|VMware Dynamic Power Management]]
| No
| No
| No
| No
| No
| No
| No
| No
|- align="center"
! [[#Long_Distance_vMotion|Long Distance vMotion]]
| No
| No
| No
| No
| No
| No
| No
| No
|- align="center"
! [[#VMware_Storage_vMotion|VMware Storage vMotion]]
| Y(C) 
| Y(C)
| No
| No
| No
| No
| No
| No
|- align="center"
! [[#VMware_Update_Manager|VMware Update Manager (VUM)]]
| No
| No
| No
| No
| No
| No
| No
| No
|- align="center"
! [[#VMware_Consolidated_Backup|VMware Consolidated Backup (VCB)]]
| No
| No
| No
| No
| No
| No
| No
| No
|- align="center"
! [[#VMware_Data_Recovery|VMware Data Recovery (DR, VDR)]]
| No
| No
| No
| No
| No
| No
| No
| No
|- align="center"
! [[#VMware_Snapshots|VMware Snapshots]]
| No
| No
| No
| No
| No
| No
| No
| No
|- align="center"
! [[#VMware_Fault_Tolerance|VMware Fault Tolerance (FT)]]
| No
| No
| No
| No
| No
| No
| No
| No
|- align="center"
! [[#VMware_vCenter_Converter|VMware vCenter Converter]]
| No
| No
| No
| No
| No
| No
| No
| No
|- align="center"
! [[#VMsafe|VMsafe]]
| No
| No
| No
| No
| No
| No
| No
| No
|- align="center"
! [[#VMware_vShield|VMware vShield]]
| No
| No
| No
| No
| No
| No
| No
| No
|- align="center"
! [[#Virtual_Appliance_Packaging_of_UC_apps|Virtual Appliance Packaging of UC apps]]
| No
| No
| No
| No
| No
| No
| No
| No
|- align="center"
! [[#3rd-Party_VM-based_Backup_Tools|3rd-Party VM-based Backup Tools (e.g. Veeam, Viziocore, esXpress)]]
| No
| No
| No
| No
| No
| No
| No
| No
|- align="center"
! [[#3rd-Party_VM-based_Deployment_Tools|3rd-Party VM-based Deployment Tools (e.g. rPath, Platespin)]]
| No
| No
| No
| No
| No
| No
| No
| No
|- align="center"
! [[#3rd-Party_Physical_To_Virtual_.28P2V.29_Migration_Tools|3rd-Party Physical To Virtual (P2V) Migration Tools]]
| No
| No
| No
| No
| No
| No
| No
| No
|- align="center"
! All others not listed
| No
| No
| No
| No
| No
| No
| No
| No
|- style="background: rgb(229,228,226)"
! vSphere ESXi 4.1 Features
| 
| 
| 
| 
| 
| 
| 
| 
|- align="center"
! [[#Boot_from_SAN|VMware Boot from SAN]]
| Y(C) 
| Y(C)
| Y(C) 
| Y(C)
| Y(C) 
| Y(C)
| Y(C)
| No
|- align="center"
! All other vSphere ESXi 4.1 Features
| No
| No
| No
| No
| No
| No
| No
| No
|- align="left"
|- style="background: rgb(229,228,226)"
! vSphere ESXi 5.0 Features
| 
| 
| 
| 
| 
| 
| 
| 
|- align="center"
! Same EXSi 4.1 features supported in ESXi 5.0
| Y 
| Y 
| Y 
| Y
| Y 
| Y 
| Y
| Y 
|- align="center"
! All other vSphere ESXi 5.0 Features
| No
| No 
| No
| No 
| No
| No
| No
| No
|- align="left"
|- style="background: rgb(229,228,226)"
! vSphere ESXi 5.1 Features
|
|
|
|
|
|
|
|
|- align="center"
! Same EXSi 5.0 features supported in ESXi 5.1
| Y
| No
| No
| No
| No
| No
| No
| No
|- align="center"
! All other vSphere ESXi 5.1 Features
| No
| No 
| No
| No
| No
| No
| No
| No
|}

 

=== VMware Feature Support for TelePresence Applications ===

{| style="width: 912px; height: 752px" border="1"
|+ ''' '''
|-
! Feature
! Cisco TelePresence Manager
! Cisco TelePresence Multipoint Switch
|- style="background: rgb(229,228,226)"
! vSphere ESXi 4.0 Features
| 
| 
|- align="center"
! [[#Virtual_Machine_Templates_.28OVA_Files.29|VM Templates (OVAs)]]
| Y(C)
| Y(C) 
|- align="center"
! [[#Copy_Virtual_Machine|Copy Virtual Machine]]
| Y(C)
| Y(C)
|- align="center"
! [[#Restart_Virtual_Machine_on_Different_ESXi_Host|Restart Virtual Machine on Different ESXi Host]]
| Y(C) 
| Y(C) 
|- align="center"
! [[#Resize_Virtual_Machine|Resize Virtual Machine]]
| Y(P)
| Y(P)
|- align="center"
! [[#VMware_Hot_Add|VMware Hot Add]]
| No
| No
|- align="center"
! [[#Multiple_Physical_NICs_and_vNICs|Multiple Physical NICs and vNICs]]
| Y(P)  
| Y(P)  
|- align="center"
! [[#VMware_High_Availability_.28HA.29|VMware High Availability (HA)]]
| Y(C)
| Y(C) 
|- align="center"
! [[#VMware_Site_Recovery_Manager_.28SRM.29|VMware Site Recovery Manager (SRM)]]
| Y(C) 
| Y(C)
|- align="center"
! [[#VMware_vNetwork_Distributed_Switch|VMware vNetwork Distributed Switch]]
| Y(C) 
| Y(C) 
|- align="center"
! [[#VMware_vMotion|VMware vMotion]]
| No
| No
|- align="center"
! [[#VMware_Dynamic_Resource_Scheduler|VMware Dynamic Resource Scheduler (DRS)]]
| No
| No
|- align="center"
! [[#VMware_Dynamic_Power_Management|VMware Dynamic Power Management]]
| No
| No
|- align="center"
! [[#Long_Distance_vMotion|Long Distance vMotion]]
| No
| No
|- align="center"
! [[#VMware_Storage_vMotion|VMware Storage vMotion]]
| No
| No 
|- align="center"
! [[#VMware_Update_Manager|VMware Update Manager (VUM)]]
| No
| No
|- align="center"
! [[#VMware_Consolidated_Backup|VMware Consolidated Backup (VCB)]]
| No
| No
|- align="center"
! [[#VMware_Data_Recovery|VMware Data Recovery (DR, VDR)]]
| No
| No
|- align="center"
! [[#VMware_Snapshots|VMware Snapshots]]
| No
| No
|- align="center"
! [[#VMware_Fault_Tolerance|VMware Fault Tolerance (FT)]]
| No
| No
|- align="center"
! [[#VMware_vCenter_Converter|VMware vCenter Converter]]
| No
| No
|- align="center"
! [[#VMsafe|VMsafe]]
| No
| No
|- align="center"
! [[#VMware_vShield|VMware vShield]]
| No
| No
|- align="center"
! [[#Virtual_Appliance_Packaging_of_UC_apps|Virtual Appliance Packaging of UC apps]]
| No
| No
|- align="center"
! [[#3rd-Party_VM-based_Backup_Tools|3rd-Party VM-based Backup Tools (e.g. Veeam, Viziocore, esXpress)]]
| No
| No
|- align="center"
! [[#3rd-Party_VM-based_Deployment_Tools|3rd-Party VM-based Deployment Tools (e.g. rPath, Platespin)]]
| No
| No
|- align="center"
! [[#3rd-Party_Physical_To_Virtual_.28P2V.29_Migration_Tools|3rd-Party Physical To Virtual (P2V) Migration Tools]]
| No
| No
|- align="center"
! All others not listed
| No
| No
|- style="background: rgb(229,228,226)"
! vSphere ESXi 4.1 Features
| 
| 
|- align="center"
! [[#Boot_from_SAN|VMware Boot from SAN]]
| No
| No 
|- align="center"
! All other vSphere ESXi 4.1 Features
| No
| No
|- style="background: rgb(229,228,226)"
! vSphere ESXi 5.0 Features
| 
| 
|- align="center"
! All vSphere ESXi 5.0 Features
| No
| No
|}

== Best Practices ==

=== Virtual Machine Templates (OVA files) ===

NOTE: support varies by app and version. Before reading the best practices below, verify support at [[#Supported_Editions_and_Features_of_VMware_vSphere_ESXi.2C_VMware_vCenter_and_VMware_vSphere_Client|Supported Editions and Features of VMware vSphere ESXi, VMware vCenter and VMware vSphere Client]].

See www.dmtf.org for details on the Open Virtualization Format, which describes an OVF Package (a directory of files describing a virtual machine's configuration) and an OVA Package (single tar file containing an OVF Package).

“Template” in this context refers to an OVA file that defines the virtual server (but not the “workload”, i.e. the UC OS and application). Each virtualized UC product provides a set of predefined virtual machine templates (as OVA files) for supported Virtual Machine (VM) configurations. Customers must download and use these OVA template files for initial install, as they cover items such as supported capacity levels and any required OS/VM/SAN “alignment”. OVAs configured differently than the predefined templates are not supported at this time. To download the OVA files, refer to the [[Unified Communications Virtualization Sizing Guidelines|Unified Communications Virtualization sizing guidelines]].

=== Copy Virtual Machine ===

NOTE: support varies by app and version. Before reading the best practices below, verify support at [[#Supported_Editions_and_Features_of_VMware_vSphere_ESXi.2C_VMware_vCenter_and_VMware_vSphere_Client|Supported Editions and Features of VMware vSphere ESXi, VMware vCenter and VMware vSphere Client]].

Copying a Virtual Machine (VM) copies both the virtual server configuration and the workload (UC OS and application) running on that virtual server to a file on networked shared storage. This allows VMs to be copied, then subsequently modified or shut down. This feature effectively provides a method to do full system backup/restore, take system images or revert changes to software versions, user data and configuration changes.

:*Prior to copying, the VM must first be shutdown (which will shut down the virtual server, the UC OS and the UC application).
:*If uploading a VM copy as a “whole system restore”, clustered UC applications such as CUCM will probably require their replication to be manually “fixed” via a CLI command.

=== Restart Virtual Machine on Different ESXi Host ===

NOTE: support varies by app and version. Before reading the best practices below, verify support at [[#Supported_Editions_and_Features_of_VMware_vSphere_ESXi.2C_VMware_vCenter_and_VMware_vSphere_Client|Supported Editions and Features of VMware vSphere ESXi, VMware vCenter and VMware vSphere Client]].

A Virtual Machine (VM) file on network/shared storage can be booted on any physical server hosting ESXi that has access to that network shared storage. With multiple physical ESXi hosts connected to the same network shared storage, this can be used to perform:

:*Fast manual server moves, e.g. moving VM from ESXi host A to ESXi host B in another chassis, closet, building, etc.
:*Fast manual server recovery, e.g. moving VM from ESXi host A that has just had a server hardware or VMware failure to ESXi host B that is healthy. See also VMware High Availability and Site Recovery Manager.
:*Setting up software at a staging location to be later moved or deployed elsewhere. For multi-site scenarios, this may instead require “exporting” the VM.

=== Resize Virtual Machine ===

NOTE: support varies by app and version. Before reading the best practices below, verify support at [[#Supported_Editions_and_Features_of_VMware_vSphere_ESXi.2C_VMware_vCenter_and_VMware_vSphere_Client|Supported Editions and Features of VMware vSphere ESXi, VMware vCenter and VMware vSphere Client]].

Similar to adding/removing physical hardware to/from a physical server, you can add/remove virtual hardware (vCPU, vRAM, vDisk, vNIC, etc.) to/from a Virtual Machine (VM) via a software change in VMware’s configuration interfaces. Where supported, this provides the VM equivalent of migration to a more powerful or less powerful server.

:*Any changes to a VM must align with the best practices in [[#Virtual_Machine_Templates_.28OVA_files.29|Virtual Machine Templates (OVA files)]]. VM changes that result in an unsupported OVA configuration are not allowed. Even if you align with supported OVA configurations, desired VM changes may be prevented by one of the other caveats below.
:*Support for adding virtual hardware resources (similar to moving from a less powerful server to a more powerful server, such as MCS 7825 ⇒ MCS 7845) depends on which resource, and which UC product:
::*Adding vCPU is supported for all apps except Unity and Unity Connection, but requires VM to be shutdown first.
::*Adding vRAM is supported but requires VM to be shutdown first.
::*Adding vDisk is not supported as it would require re-partitioning by the application.
:*Adding vNIC is not supported unless the UC app supports multiple network connections with different IP addresses. See best practices for [[#Multiple_Physical_NICs_and_vNICs|Multiple Physical NICs and vNICs]].
:*For all other changes, it is recommended to backup the application, reinstall application on a new OVA file, and restore the application.
:*Removing virtual hardware resources (vCPU, vRAM, vDisk, etc.) is not supported (similar to moving from a more powerful server to a less powerful server, such as MCS 7845 ⇒ MCS 7825). These migrations require backing up the application, reinstalling on a new OVA file, and and restoring the application.
:*Live runtime resizing via the VMware Hot Add feature is not supported.

=== VMware Hot Add ===

Not supported. See [[#Resize_Virtual_Machine|Resize Virtual Machine instead]].

=== Multiple Physical NICs and vNICs ===

NOTE: support varies by app and version. Before reading the best practices below, verify support at [[#Supported_Editions_and_Features_of_VMware_vSphere_ESXi.2C_VMware_vCenter_and_VMware_vSphere_Client|Supported Editions and Features of VMware vSphere ESXi, VMware vCenter and VMware vSphere Client]].

Some virtualized UCS servers are configured with multiple physical NICs (see UCS page at http://www.cisco.com/go/swonly). Network traffic is switched from physical NICs to “vNIC’s” of the Virtual Machines (VM) via either VMware vSwitch or Cisco Nexus 1000V. Customers can use these multiple NICs for VM network traffic, VMware console access, or management “back-doors” for administrative access, backups, software updates or other traffic that is desired to be segregated from the VM network traffic. All these uses are supported for UC but note that UC apps like CUCM and UCCX only support a single vNIC with a single IP address.

=== VMware High Availability (HA) ===

NOTE: support varies by app and version. Before reading the best practices below, verify support at [[#Supported_Editions_and_Features_of_VMware_vSphere_ESXi.2C_VMware_vCenter_and_VMware_vSphere_Client|Supported Editions and Features of VMware vSphere ESXi, VMware vCenter and VMware vSphere Client]].

This feature automatically restarts a Virtual Machine (VM) on the same physical server or a different physical server. It can be used to supplement software redundancy as a means of fast, automated Failed-server recovery when a VM (but not the application) is hung or if there is a fault with the physical host server or VMware software.

:*Failovers to other servers must not result in an unsupported deployment model (e.g. destination server must align with supported co-residency after failover occurs).
:*Does not protect vs. faults with the SAN or network hardware.

=== VMware Site Recovery Manager (SRM) ===

NOTE: support varies by app and version. Before reading the best practices below, verify support at [[#Supported_Editions_and_Features_of_VMware_vSphere_ESXi.2C_VMware_vCenter_and_VMware_vSphere_Client|Supported Editions and Features of VMware vSphere ESXi, VMware vCenter and VMware vSphere Client]].

This feature provides an automated disaster recovery solution that works on a “site to site” basis, where a “site” comprises physical servers, VMware and SAN storage. Refer to the VMware documentation for requirements to use this feature. There are no special requirements to use this feature with UC apps that support it.

=== VMware Identity ===

The VMware identity feature allows you to copy an existing instance of a virtual Cisco Unified Presence, and change its identity. The identity of a system is made up of every setting that you usually configure during a fresh install (such as IP address, hostname, passwords).

You can then use this new identity for another instance of a Cisco Unified Presence on a virtual machine. This avoids you having to perform a complete installation each time you deploy a new Cisco Unified Presence.

=== VMware vNetwork Distributed Switch ===

NOTE: support varies by app and version. Before reading the best practices below, verify support at [[#Supported_Editions_and_Features_of_VMware_vSphere_ESXi.2C_VMware_vCenter_and_VMware_vSphere_Client|Supported Editions and Features of VMware vSphere ESXi, VMware vCenter and VMware vSphere Client]].

Supporting apps in UC on UCS may either use this feature, or the Cisco VN-Link technology (such as Cisco Nexus 1000V).

 

=== VMware vMotion ===

NOTE: support varies by app and version. Before reading the best practices below, verify support at [[#Supported_Editions_and_Features_of_VMware_vSphere_ESXi.2C_VMware_vCenter_and_VMware_vSphere_Client|Supported Editions and Features of VMware vSphere ESXi, VMware vCenter and VMware vSphere Client]].

This feature migrates a live, running Virtual Machine (VM) from one physical server to another.

The following applies to any use of vMotion with UC apps:

:*VM must be installed on shared storage (SAN).
:*Source and destination physical servers must be connected to same SAN.
:*Destination physical server must not end up with over-subscribed hardware after the migration. Supported capacity and co-residency rules for UC must be followed before and after the migration.
:*VMware “Long Distance vMotion” (site to site) is not supported.
:*The only supported scenario is a manual move to a different server, e.g. for planned maintenance on the server or VMware software, or during troubleshooting to move software off of a physical server having issues.
:*Use of vMotion for real-time load-balancing of live UC VMs is not supported, whether alone or in conjunction with VMware Dynamic Resource Scheduler (DRS) or Dynamic Power Management (DPM).
:*Moving a shut down VM during a maintenance window, i.e. a "cold migration" or "host to host migration", is not vMotion and is supported.

If the UC app is listed as "Supported with Caveats", then support is as described below:

:*Migration of UC VMs that are live and processing live traffic is supported, but note that Cisco testing cannot cover every possible operational scenario. Testing has shown there is a slight risk of calls in progress being impacted for a few seconds as the migration occurs, with worst case result of the affected calls being dropped. If vMotion is suspected as the cause of dropped calls, customers should gather appropriate application logs as well as performance data from VMware vCenter and send to Cisco TAC for analysis.

If the UC app is listed as "Partial" support, then support is “maintenance mode only” as described below:

:*"Maintenance mode only" - VMware vMotion by definition operates on live VMs, but the VM running the UC app must be “live but quiescent”. I.e. in a maintenance window, not in production, not processing live traffic. This is because during the vMotion cutover, the system is paused, which for real-time UC apps creates service interruption which degrade voice quality after the migration for calls in progress.

 

=== VMware Dynamic Resource Scheduler ===

Not supported. See [[#VMware_vMotion|vMotion]] for what is supported.

=== VMware Dynamic Power Management ===

Not supported. See [[#VMware_vMotion|vMotion]] for what is supported.

=== Long Distance vMotion ===

Not supported. See [[#VMware_vMotion|vMotion]] for what is supported. Long Distance vMotion is a joint Cisco and VMware validated architecture for using the vMotion feature across data centers. For more information, see http://blogs.cisco.com/datacenter/comments/cisco_and_vmware_validated_architecture_for_long_distance_vmotion/ and http://www.cisco.com/en/US/solutions/collateral/ns340/ns517/ns224/ns836/white_paper_c11-557822.pdf.

=== Storage vMotion ===

NOTE: support varies by app and version. Before reading the best practices below, verify support at [[#Supported_Editions_and_Features_of_VMware_vSphere_ESXi.2C_VMware_vCenter_and_VMware_vSphere_Client|Supported Editions and Features of VMware vSphere ESXi, VMware vCenter and VMware vSphere Client]].

This “customer convenience” feature provides easy migration of a live system from one SAN to another SAN. For UC apps, an easier suggested alternative is to just perform manual VM shutdown and migration to the new SAN. However, if Storage vMotion must be used, it is only under the following conditions:

:*Requires SAN storage.
:*May only be done during a maintenance window with UC VMs shut down.

=== VMware Update Manager (VUM) ===

NOTE: Support varies by application and version. Before reading the best practices below, verify support at [[#Supported_Editions_and_Features_of_VMware_vSphere_ESXi.2C_VMware_vCenter_and_VMware_vSphere_Client|Supported Editions and Features of VMware vSphere ESXi, VMware vCenter and VMware vSphere Client]]. For more details on Cisco Unity support, see http://www.cisco.com/en/US/docs/voice_ip_comm/unity/virtualization_design/guide/cuvirtualdg010.html#wp82246.

This feature automates patching and updating of VMware vSphere hosts and Guest OS.

Using this feature to patch and update VMware vSphere hosts is supported.

However, using this feature to patch and update the guest OS is only supported by some applications and some versions, this is what is shown on this page when referring to VUM support. Note that Cisco Unified Communications applications upgrades, patches and updates can not be delivered through VMware Update Manager.

=== VMware Consolidated Backup (VCB) ===

NOTE: support varies by app and version. Before reading the best practices below, verify support at [[#Supported_Editions_and_Features_of_VMware_vSphere_ESXi.2C_VMware_vCenter_and_VMware_vSphere_Client|Supported Editions and Features of VMware vSphere ESXi, VMware vCenter and VMware vSphere Client]]. For more details on Cisco Unity support, see http://www.cisco.com/en/US/docs/voice_ip_comm/unity/virtualization_design/guide/cuvirtualdg010.html#wp82246.

This feature provides integration with 3rd-party backup utilities so that they can non-disruptively backup the OS and application in a Virtual Machine (VM). See also VMware Data Recovery and Copy Virtual Machine.

Existing UC app methods of backing up the software continue to be supported.

=== VMware Data Recovery ===

Not supported. See [[#VMware_Consolidated_Backup_.28VCB.29|VMware Consolidated Backup]] for what is supported.

=== VMware Snapshots ===

NOTE: support varies by app and version. Before reading the best practices below, verify support at [[#Supported_Editions_and_Features_of_VMware_vSphere_ESXi.2C_VMware_vCenter_and_VMware_vSphere_Client|Supported Editions and Features of VMware vSphere ESXi, VMware vCenter and VMware vSphere Client]]. For more details on Cisco Unity support, see http://www.cisco.com/en/US/docs/voice_ip_comm/unity/virtualization_design/guide/cuvirtualdg010.html#wp82246.

Used to preserve the state of a VM without copying or creating additional VMs, effectively as a backup/restore or reversion technique. See also VMware Data Recovery and Copy Virtual Machine.

=== VMware Fault Tolerance ===

Not supported. See [[#VMware_High_Availability_.28HA.29|VMware High Availability]] for what is supported. Another alternative is manual Virtual Machine shutdown and migration.

=== VMware vCenter Converter ===

P2V tools are not supported. To migrate from bare-metal servers (e.g. Cisco 7800 Series Media Convergence Server) to UC on UCS, the supported procedure is:

:*upgrade to 8.x software version on the bare-metal server
:*take a software backup
:*fresh install 8.x software on VMware / UC on UCS
:*restore from backup

=== VMsafe ===

Not supported. See the documentation for the UC application software or UC appliance software to see what is supported.

=== VMware vShield ===

Not supported. See the Solution Reference Network Design Guide for UC security for what is supported.

=== Virtual Appliance Packaging of UC apps ===

Not supported. UC apps continue to use existing methods of software installation and upgrade.

=== 3rd-Party VM-based Backup Tools ===

Not supported. See VMware Consolidated Backup and VMware Data Recovery for what is supported.

=== 3rd-Party VM-based Deployment Tools ===

Not supported. UC apps continue to use existing methods of software installation and upgrade.

=== 3rd-Party Physical To Virtual (P2V) Migration Tools ===

Not supported. See VMware vCenter Converter for what is supported.

=== VMware Boot from SAN ===

NOTE: support varies by app and version. Before reading the best practices below, verify support at [[#Supported_Editions_and_Features_of_VMware_vSphere_ESXi.2C_VMware_vCenter_and_VMware_vSphere_Client|Supported Editions and Features of VMware vSphere ESXi, VMware vCenter and VMware vSphere Client]].

VMware ESXi 4.1 is required for this feature. Even it works with 4.0, VMware's official support is only for 4.1 and later. Requires use of a "diskless" server - see Supported Hardware for tested reference configurations. Both VMware ESXi and UC apps are installed on, and boot from, the fibre channel SAN. See UCS page at www.cisco.com/go/swonly for storage support policy.

== Services and Support Contracts for VMware are Required ==

Customers deploying virtualized UC must have a valid support contract for the VMware software in order to be supported by Cisco.

Customers purchasing VMware software licenses from Cisco must also purchase a subscription services part number from Cisco (for part number examples, see the UC on UCS page at www.cisco.com/go/swonly).

Customers purchasing VMware software from a 3rd-party must purchase subscription services from that 3rd-party or from VMware.

Customers should note that for VMware vSphere Hypervisor (formerly called “ESXi Single Server Edition” or “free ESXi”), VMware does not offer the same services options and terms as they do for their Standard, Advanced, Enterprise or Enterprise Plus Editions. Customers should take this into account when planning and pricing their support strategy.

Cisco Field and Channel Partners may consult the User Connect Licensing Ordering Guide for more information.

== Cisco TAC Support Expectations ==

The following table describes how TAC support works for VMware in a UC on UCS context, based on who VMware was purchased from.

Special case: when Cisco as a VMware reseller sells VMware Enterprise License Agreements, it is treated as a VMware direct sale for TAC support purposes based on how the maintenance contracts are structured.

 

{| border="1"
|-
! 
! Buy from Cisco as Collaboration SKU
! Buy from Cisco as Data Center SKU
! Buy from 3rd-party, or enterprise/site license
|-
! Available VMware ESXi Editions
| Standard
| Advanced, Enterprise or Enterprise Plus
| Standard, Advanced, Enterprise, Enterprise Plus or vSphere Hypervisor (formerly "Single Server Edition" or "free ESXi"
|-
! Mandatory Support Contracts
| ISV1 from Cisco as Collaboration Service SKU
| ISV1 from Cisco as Data Center Service SKU
| "SnS" subscription from VMware
|-
! Who takes first call?
| Cisco
| Cisco
| VMware
|}

'''TAC Responsibility:''' Note that multi-vendor triage is the norm in virtualized deployments, where the storage, server, hypervisor, OS and application are potentially all from different vendors. Cisco Voice TAC responsibility is the UC application, demarcated at the Virtual Machine. Cisco Server Virtualization TAC responsibility is for VMware (via triage), Cisco UCS, Cisco storage access (or triage with customer and their vendor) and storage array (via triage with customer and their vendor). Escalation to VMware, the customer, or the customer's storage vendors will be done as needed for solution components not produced by Cisco.

 

----

{| 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]]
|}

Packaged CCE

2013-01-14T14:19:18Z

Rfarber: /* Packaged CCE Technical Documentation */

Packaged CCE information not appearing in Cisco Unified Intelligence Center reports

2012-12-17T17:08:50Z

Rfarber:

== Packaged CCE information not appearing in Cisco Unified Intelligence Center reports ==

{| border="1"
|-
! '''Problem Summary'''
| Packaged CCE information is not appearing in Cisco Unified Intelligence Center reports.
|-
! '''Error Message'''
| N/A
|-
! '''Possible Cause'''
| The site names of the internal and external AWs must be exactly as indicated in the Packaged CCE documentation:
*The site name of the Administration & Data Server on Side A must be AW_SideA.
*The site name of the Administration & Data Server on Side B must be AW_SideB.
*The site name of the external AW-HDS-DDS that is configured as Central Controller Side A Preferred must be CCE-AW-1.**
*The site name of the external AW-HDS-DDS that is configured as Central Controller Side B Preferred must be CCE-AW-2.**

 ** The external AW-HDS-DDSs are optional.

|-
! '''Recommended Action'''
| If the names are not configured correctly, change them in Web Setup for each Administration & Data Server, as necessary.
|-
! '''Release'''
| 9.0(x)
|-
! '''Associated CDETS #'''
| None
|}

[[Category:Unified_CCE,_Release_9.0]]

Packaged CCE

2012-10-17T20:50:07Z

Rfarber: /* Short Training Videos (15 minutes each) */

Packaged CCE

2012-09-12T21:33:41Z

Rfarber:

'''Cisco Packaged Contact Center Enterprise (Packaged CCE)''' is a predesigned, bounded deployment model of Cisco Unified Contact Center Enterprise. Customers whose contact center requirements fit the boundaries of the solution can enjoy the advantages of the simplified management interface, smaller hardware footprint, and reduced time to install. These customers can also benefit from the comprehensive feature set of Cisco Unified Contact Center Enterprise and Cisco Unified Customer Voice Portal. The solution comes packaged with Cisco Unified Intelligence Center for comprehensive reporting and Cisco Finesse desktop software for an enhanced, next-generation desktop experience. 

'''This wiki page consolidates and catalogs the resources that are available for Packaged CCE.'''

== Packaged CCE Sales Enablement ==

*[https://communities.cisco.com/community/partner/collaboration/contactcenter/atp/projects/packaged-cce Partner Community] - Sales enablement material for Cisco field and Cisco partners, including sales and technical presentations, sample BOM, screenshots, etc.
*[https://www.cisco.com/web/partners/downloads/partner/WWChannels/technology/ipc/downloads/CCBU_ordering_guide.pdf Ordering Guide] - Cisco Customer Contact Solutions Ordering Guide.

== Packaged CCE Technical Documentation ==

*[http://www.cisco.com/en/US/products/ps12586/tsd_products_support_series_home.html All Technical Documents] - Link to the top-level folder for Packaged CCE guides.
*[http://www.cisco.com/en/US/products/ps12586/prod_technical_reference_list.html Product Specifications] – Details the design, software / hardware requirements and capacity limits for Packaged CCE.
*[http://www.cisco.com/en/US/products/ps12586/prod_installation_guides_list.html Installation and Configuration Guide] – Explains how to install Packaged CCE, including both Golden Template cloning method and Direct Install method.
*[http://www.cisco.com/en/US/products/ps12586/prod_maintenance_guides_list.html Administration Guide] - Explains Unifed CCE Administration tools and the Packaged CCE interfaces with Unified CCE reporting, scripting, and Configuration Manager.
*[https://developer.cisco.com/web/pcce/docs Developer Guide] - Link to the API documentation on the Cisco Developer Network.
*[http://www.cisco.com/en/US/products/ps12586/prod_release_notes_list.html Release Notes] - New features, notes, and defect resolutions for each release.
*[http://docwiki-dev.cisco.com/wiki/Troubleshooting_Tips_for_Unified_CCE_9.0 Troubleshooting] – Troubleshooting Tips for Packaged CCE.

== Packaged CCE Training Videos ==

==== Short Training Videos (15 minutes each) ====

*Video 1 - [http://youtu.be/WE7Gc81JO7g Introduction to Packaged CCE 9.0.]
*Video 2 - [http://youtu.be/dkZB0gJd-0c How to Install and Setup Packaged CCE.]
*Video 3 - How to Script with Packaged CCE. Coming soon!
*Video 4 - How to Manage Agents, Supervisors, and Queues. Coming soon!
*Video 5 - How to Report on Agents and Calls. Coming soon!

==== Extended Training Sessions ====

*[https://communities.cisco.com/docs/DOC-30752 Packaged CCE 9.0(1) Overview and Demo] - What's new in 9.0, with updates on product and pricing.
*[https://communities.cisco.com/docs/DOC-30968 Packaged CCE 9.0(2) Overview and Demo] - Enhancements made in 9.0(2) update.

== Packaged CCE Discussion Forums ==

*[https://communities.cisco.com/community/partner/collaboration/contactcenter/atp/projects/packaged-cce?view=discussions Discussion Forum] - for Cisco field and Cisco partners.

== Packaged CCE Developer Community ==

*[https://developer.cisco.com/web/pcce Cisco Developer Network] – Developer Community for Packaged CCE, documents APIs and provides a discussion forum for developers to interact.

== Packaged CCE Software Downloads ==

*[https://www.cisco.com/cisco/software/type.html?mdfid=284360381&i=rm Software Download] - Download OVA files and Golden Template tool.

[[Category:Packaged_CCE]]

UC Applications-Specific Virtualization Information

2012-08-22T17:09:49Z

Rfarber: /* Contact Center Applications */

'''Go to: [[Guidelines to Edit UC Virtualization Pages]]'''

 

{{note| '''If a UC application is not listed in this page, then that application does not have any product-specific information. In this case, the information provided in the higher-level pages applies to those products.'''}} 

= Call Processing and System Management Applications =

*'''[[Cisco Business Edition 6000]]''' 

 

= Contact Center Applications =

*[[Virtualization for Cisco Finesse|'''Virtualization for Cisco Finesse''']] 
*'''[[Virtualization for Cisco MediaSense]]''' 
*'''[[Virtualization for Cisco SocialMiner]]''' 
*'''[[Virtualization for Unified CCX]]''' 
*'''[[Cisco Unified Intelligence Center|Virtualization for Unified IC]]''' 
{{note| The following applications are not supported with the Nexus 1KV.'''}}
*'''[[Virtualization for Cisco Packaged CCE]]''' 
*'''[[Virtualization for Unified CCE]]''' 
*'''[[Virtualization for Unified CVP]]''' 
*'''[[Virtualization for CCMP with Unified CCE on UCS Hardware]]''' 
*[[Virtualization for Unified Email Interaction Manager - Web Interaction Manager|'''Virtualization for Unfied EIM-WIM''']]

 

= Messaging and Presence Applications =

*'''[[Virtualization for Cisco Unified Presence]]''' 

 

= Collaboration Applications =

*'''[[Cisco Unified MeetingPlace Release 8.5 -- Hardware Requirements]]''' 

 

----

 

{| 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]]
|}

Unified Communications Virtualization Supported Applications

2012-08-21T19:57:57Z

Rfarber: /* Contact Center Applications */

'''Go to: [[Guidelines to Edit UC Virtualization Pages|Guidelines to Edit UC Virtualization Pages]]''' 

----

== Introduction ==

This page documents UC application and version compatibility with [[UC Virtualization Supported Hardware|virtualized hardware support models]]:

*UC on UCS TRC
*UC on UCS Specs-based
*HP/IBM Specs-based

"Specs-based" used by itself refers to both UC on UCS Specs-based and HP/IBM Specs-based.

Support information is current through release date of '''Cisco Unified Communications 9.0(1)''', with updated information for '''8.0, 8.5, 8.6 and 9.0''' versions.

Click on the application name for additional product-specific requirements and information (if any).

 

== Call Processing and System Management Applications ==

{| class="wikitable FCK__ShowTableBorders" style="width: 1076px; height: 476px;"
|-
! rowspan="2" style="background: none repeat scroll 0% 0% rgb(229, 228, 226);" | <center>'''Application'''</center>
! colspan="3" style="background: none repeat scroll 0% 0% rgb(229, 228, 226);" | <center>[[UC Virtualization Supported Hardware|UC on UCS Specs-based]]</center><center>[[UC Virtualization Supported Hardware|HP/IBM Specs-based]]</center>
! colspan="19" style="background: none repeat scroll 0% 0% rgb(229, 228, 226);" | <center>[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|UC on UCS Tested Reference Configurations (TRCs)]]</center>
|- style="background: none repeat scroll 0% 0% rgb(229, 228, 226);"
| <center>'''Intel Xeon 56xx/75xx @ 2.53+ GHz'''</center>
| <center>'''Intel Xeon E7-28xx E7-48xx E7-88xx @ 2.4+ GHz'''</center>
| <center>'''Intel Xeon E5-26xx E5-46xx @ 2.53+ GHz'''</center>
| <center>'''B440 M2 TRC#1'''</center>
| <center>'''B230 M2 TRC #1'''</center>
| <center>'''B200 M3 TRC #1'''</center>
| <center>'''B200 M2 TRC #1'''</center>
| <center>'''B200 M2 TRC #2'''</center>
| <center>'''B200 M1 TRC #1'''</center>
| <center>'''B200 M1 TRC #2'''</center>
| <center>'''C260 M2 TRC #1'''</center>
| <center>'''C240 M3 TRC #1'''</center>
| <center>'''C220 M3 TRC #1'''</center>
| <center>'''C220 M3 TRC #2 (BE6K only)'''</center>
| <center>'''C210 M2 TRC #1'''</center>
| <center>'''C210 M2 TRC #2'''</center>
| <center>'''C210 M2 TRC #3'''</center>
| <center>'''C210 M1 TRC #1'''</center>
| <center>'''C210 M1 TRC #2'''</center>
| <center>'''C210 M1 TRC #3'''</center>
| <center>'''C210 M1 TRC #4'''</center>
| <center>'''C200 M2 TRC #1'''</center>
|-
|
Unified Communications Manager (1)

|
8.0(2+) 8.5(x) 8.6(x) 9.0(x)

|
8.0(2+) 8.5(x) 8.6(x) 9.0(x)

|
8.0(2+) 8.5(x) 8.6(x) 9.0(x)

|
8.0(2+) 8.5(x) 8.6(x) 9.0(x)

|
8.0(2+) 8.5(x) 8.6(x) 9.0(x)

|
8.0(2+) 8.5(x) 8.6(x) 9.0(x)

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8.0(2+) 8.5(x) 8.6(x) 9.0(x)

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8.0(2+) 8.5(x) 8.6(x) 9.0(x)

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8.0(2+) 8.5(x) 8.6(x) 9.0(x)

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8.0(2+) 8.5(x) 8.6(x) 9.0(x)

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8.0(2+) 8.5(x) 8.6(x) 9.0(x)

|
8.0(2+) 8.5(x) 8.6(x) 9.0(x)

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8.0(2+) 8.5(x) 8.6(x) 9.0(x)

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8.0(2+) 8.5(x) 8.6(x) 9.0(x)

|
8.0(2+) 8.5(x) 8.6(x) 9.0(x)

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8.0(2+) 8.5(x) 8.6(x) 9.0(x)

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8.0(2+) 8.5(x) 8.6(x) 9.0(x)

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8.0(2+) 8.5(x) 8.6(x) 9.0(x)

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8.0(2+) 8.5(x) 8.6(x) 9.0(x)

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8.0(2+) 8.5(x) 8.6(x) 9.0(x)

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8.0(2+) 8.5(x) 8.6(x) 9.0(x)

|
8.5(x) 8.6(x) 9.0(x)

|-
|
CUCM IM & Presence

| 9.0(x)
| 9.0(x)
| 9.0(x)
| 9.0(x)
| 9.0(x)
| 9.0(x)
| 9.0(x)
| 9.0(x)
| 9.0(x)
| 9.0(x)
| 9.0(x)
| 9.0(x)
| 9.0(x)
| Not supported
| 9.0(x)
| 9.0(x)
| 9.0(x)
| 9.0(x)
| 9.0(x)
| 9.0(x)
| 9.0(x)
| 9.0(x)
 

|-
|
[[Cisco Unified Communications Manager Business Edition 6000|Unified Communications Manager Business Edition 6000]]

|
Not supported

|
Not supported

|
Not supported

|
Not supported

|
Not supported

|
Not supported

|
Not supported

|
Not supported

|
Not supported

|
Not supported

|
Not supported

|
Not supported

|
Not supported

|
8.6(x) 9.0(x)

|
Not supported

|
Not supported

|
Not supported

|
Not supported

|
Not supported

|
Not supported

|
Not supported

|
8.5(x) 8.6(x) 9.0(x)

|-
|
Emergency Responder

|
8.5(x) 8.6(x) 8.7(x) 9.0(x)

|
8.5(x) 8.6(x) 8.7(x) 9.0(x)

| 8.7(x) 9.0(x)
|
8.7(x) 9.0(x)

|
8.7(x) 9.0(x)

| 8.7(x) 9.0(x)
|
8.5(x) 8.6(x) 8.7(x) 9.0(x)

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8.5(x) 8.6(x) 8.7(x) 9.0(x)

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8.5(x) 8.6(x) 8.7(x) 9.0(x)

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| 8.7(x) 9.0(x)
| 8.7(x) 9.0(x)
|
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8.5(x) 8.6(x) 8.7(x) 9.0(x)

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|-
|
Session Manager Edition

|
8.5(x) 8.6(x) 9.0(x)

|
8.5(x) 8.6(x) 9.0(x)

|
8.5(x) 8.6(x) 9.0(x)

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|
8.5(x) 8.6(x) 9.0(x)

|
8.5(x) 8.6(x) 9.0(x)

|
8.5(x) 8.6(x) 9.0(x)

|
Not supported

|
8.5(x) 8.6(x) 9.0(x)

|
8.5(x) 8.6(x) 9.0(x)

|
8.5(x) 8.6(x) 9.0(x)

|
8.5(x) 8.6(x) 9.0(x)

|
8.5(x) 8.6(x) 9.0(x)

|
8.5(x) 8.6(x) 9.0(x)

|
8.5(x) 8.6(x) 9.0(x)

|
Not supported

|-
|
Intercompany Media Engine

|
8.6(x) 9.0(x)

|
8.6(x) 9.0(x)

|
8.6(x) 9.0(x)

|
8.6(x) 9.0(x)

|
8.6(x) 9.0(x)

|
8.6(x) 9.0(x)

|
8.6(x) 9.0(x)

|
8.6(x) 9.0(x)

|
8.6(x) 9.0(x)

|
8.6(x) 9.0(x)

|
8.6(x) 9.0(x)

|
8.6(x) 9.0(x)

|
8.6(x) 9.0(x)

|
Not supported

|
8.6(x) 9.0(x)

|
8.6(x) 9.0(x)

|
8.6(x) 9.0(x)

|
8.6(x) 9.0(x)

|
8.6(x) 9.0(x)

|
8.6(x) 9.0(x)

|
8.6(x) 9.0(x)

|
Not supported

|-
|
Unified Attendant Consoles

|
8.6(x)

|
Not Supported

|
Not Supported

|
Not Supported

|
Not Supported

|
Not Supported

|
8.6(x)

|
8.6(x)

|
8.0(3+) 8.6(x)

|
8.6(x)

|
Not Supported

|
Not Supported

|
Not Supported

|
Not Supported

|
8.6(x)

|
8.6(x)

|
8.6(x)

|
8.6(x)

|
8.6(x)

|
8.6(x)

|
8.6(x)

|
8.6(x)

|-
|
Prime UC Management Suite (OM, SM, PM, SSM)

|
7.1 and later

|
7.1 and later

|
8.5 and later

|
7.1 and later

|
7.1 and later

|
8.5 and later

|
7.1 and later

|
7.1 and later

|
7.1 and later

|
7.1 and later

|
Not supported

|
8.5 and later

|
8.5 and later

|
Not supported

|
7.1 and later

|
7.1 and later

|
7.1 and later

|
7.1 and later

|
7.1 and later

|
7.1 and later

|
7.1 and later

|
7.1 and later

|}

(1) Applicable for CUCM publishers, subscribers, standalone TFTP and standalone multicast MOH nodes. Note that certain other platforms are allowed for Cisco Unified Communications Manager when deployed as part of the Cisco Mobile Ready Net (MRN) solution.

*[http://www.cisco.com/web/strategy/government/mobile_fixed_wireless.html Click here] for Cisco MRN overview.
*[http://www.cisco.com/web/strategy/docs/gov/cucm_on_cisco_authorized.pdf Click here] for CUCM authorized platforms when part of Cisco MRN.

== Messaging and Presence Applications ==

{| class="wikitable FCK__ShowTableBorders" style="width: 1076px; height: 476px;"
|-
! rowspan="2" style="background: none repeat scroll 0% 0% rgb(229, 228, 226);" | <center>'''Application'''</center>
! colspan="3" style="background: none repeat scroll 0% 0% rgb(229, 228, 226);" | <center>[[UC Virtualization Supported Hardware|UC on UCS Specs-based]]</center><center>[[UC Virtualization Supported Hardware|HP/IBM Specs-based]]</center>
! colspan="19" style="background: none repeat scroll 0% 0% rgb(229, 228, 226);" | <center>[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|UC on UCS Tested Reference Configurations (TRCs)]]</center>
|- style="background: none repeat scroll 0% 0% rgb(229, 228, 226);"
| <center>'''Intel Xeon 56xx/75xx @ 2.53+ GHz'''</center>
| <center>'''Intel Xeon E7-28xx E7-48xx E7-88xx @ 2.4+ GHz'''</center>
| <center>'''Intel Xeon E5-26xx E5-46xx @ 2.53+ GHz'''</center>
| <center>'''B440 M2 TRC#1'''</center>
| <center>'''B230 M2 TRC #1'''</center>
| <center>'''B200 M3 TRC #1'''</center>
| <center>'''B200 M2 TRC #1'''</center>
| <center>'''B200 M2 TRC #2'''</center>
| <center>'''B200 M1 TRC #1'''</center>
| <center>'''B200 M1 TRC #2'''</center>
| <center>'''C260 M2 TRC #1'''</center>
| <center>'''C240 M3 TRC #1'''</center>
| <center>'''C220 M3 TRC #1'''</center>
| <center>'''C220 M3 TRC #2 (BE6K only)'''</center>
| <center>'''C210 M2 TRC #1'''</center>
| <center>'''C210 M2 TRC #2'''</center>
| <center>'''C210 M2 TRC #3'''</center>
| <center>'''C210 M1 TRC #1'''</center>
| <center>'''C210 M1 TRC #2'''</center>
| <center>'''C210 M1 TRC #3'''</center>
| <center>'''C210 M1 TRC #4'''</center>
| <center>'''C200 M2 TRC #1'''</center>
|-
| Unity Connection
| 8.0(2+) 8.5(x) 8.6(x) 9.0(x) 
| 8.0(2+) 8.5(x) 8.6(x) 9.0(x) 
| 8.0(2+) 8.5(x) 8.6(x) 9.0(x)
| 8.0(2+) 8.5(x) 8.6(x) 9.0(x) 
| 8.0(2+) 8.5(x) 8.6(x) 9.0(x) 
| 8.0(2+) 8.5(x) 8.6(x) 9.0(x) 
| 8.0(2+) 8.5(x) 8.6(x) 9.0(x) 
| 8.0(3+) 8.5(x) 8.6(x) 9.0(x) 
| 8.0(2+) 8.5(x) 8.6(x) 9.0(x) 
| 8.0(3+) 8.5(x) 8.6(x) 9.0(x) 
| 8.0(2+) 8.5(x) 8.6(x) 9.0(x) 
| 8.0(2+) 8.5(x) 8.6(x) 9.0(x) 
| 8.0(2+) 8.5(x) 8.6(x) 9.0(x) 
| Not supported 
| 8.0(2+) 8.5(x) 8.6(x) 9.0(x) 
| 8.0(2+) 8.5(x) 8.6(x) 9.0(x) 
| 8.0(3+) 8.5(x) 8.6(x) 9.0(x) 
| 8.0(2+) 8.5(x) 8.6(x) 9.0(x) 
| 8.0(2+) 8.5(x) 8.6(x) 9.0(x) 
| 8.0(2+) 8.5(x) 8.6(x) 9.0(x) 
| 8.0(3+) 8.5(x) 8.6(x) 9.0(x) 
| 8.0(2+) 8.5(x) 8.6(x) 9.0(x) 
|-
| Unity
| 7.0(2) and later
| 7.0(2) and later
| 7.0(2) and later
| 7.0(2) and later
| 7.0(2) and later
| 7.0(2) and later
| 7.0(2) and later
| 7.0(2) and later
| 7.0(2) and later
| 7.0(2) and later
| 7.0(2) and later
| 7.0(2) and later
| 7.0(2) and later
| Not supported
| 7.0(2) and later
| 7.0(2) and later
| 7.0(2) and later
| 7.0(2) and later
| 7.0(2) and later
| 7.0(2) and later
| 7.0(2) and later
| Not supported
|-
| Unified Presence (1)
| 8.6(x)
| 8.6(4+)
| 8.6(4+)
| 8.6(4+)
| 8.6(4+)
| 8.6(4+)
| 8.5(x) 8.6(x)
| 8.5(x) 8.6(x)
| 8.0(2+) 8.5(x) 8.6(x)
| 8.5(x) 8.6(x)
| 8.6(4+)
| 8.6(4+)
| 8.6(4+)
| Not supported
| 8.5(x) 8.6(x)
| 8.5(x) 8.6(x)
| 8.5(x) 8.6(x)
| 8.0(2+) 8.5(x) 8.6(x)
| 8.0(2+) 8.5(x) 8.6(x)
| 8.0(2+) 8.5(x) 8.6(x)
| 8.5(x) 8.6(x)
| 8.5(x) 8.6(x)
|}

(1) Note that Cisco Unified Presence 8.6 is the last version. This migrates to Cisco Unified Communications Manager - IM & Presence 9.0. 

== Contact Center Applications ==

{| style="width: 1076px; height: 476px" class="wikitable FCK__ShowTableBorders"
|-
! style="background: rgb(229,228,226)" rowspan="2" | <center>'''Application'''</center>
! style="background: rgb(229,228,226)" colspan="3" | <center>[[UC Virtualization Supported Hardware|UC on UCS Specs-based]]</center><center>[[UC Virtualization Supported Hardware|HP/IBM Specs-based]]</center>
! style="background: rgb(229,228,226)" colspan="19" | <center>[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|UC on UCS Tested Reference Configurations (TRCs)]]</center>
|- style="background: rgb(229,228,226)"
| <center>'''Intel Xeon 56xx/75xx @ 2.53+ GHz'''</center>
| <center>'''Intel Xeon E7-28xx E7-48xx E7-88xx @ 2.4+ GHz'''</center>
| <center>'''Intel Xeon E5-26xx E5-46xx @ 2.53+ GHz'''</center>
| <center>'''B440 M2 TRC#1'''</center>
| <center>'''B230 M2 TRC #1'''</center>
| <center>'''B200 M3 TRC #1'''</center>
| <center>'''B200 M2 TRC #1'''</center>
| <center>'''B200 M2 TRC #2'''</center>
| <center>'''B200 M1 TRC #1'''</center>
| <center>'''B200 M1 TRC #2'''</center>
| <center>'''C260 M2 TRC #1'''</center>
| <center>'''C240 M3 TRC #1'''</center>
| <center>'''C220 M3 TRC #1'''</center>
| <center>'''C220 M3 TRC #2 (BE6K only)'''</center>
| <center>'''C210 M2 TRC #1'''</center>
| <center>'''C210 M2 TRC #2'''</center>
| <center>'''C210 M2 TRC #3'''</center>
| <center>'''C210 M1 TRC #1'''</center>
| <center>'''C210 M1 TRC #2'''</center>
| <center>'''C210 M1 TRC #3'''</center>
| <center>'''C210 M1 TRC #4'''</center>
| <center>'''C200 M2 TRC #1'''</center>
|-
| [[Virtualization for Unified CCX|Unified Contact Center Express / IP IVR]]
| 8.5(x) 9.0(x)
| 8.5(x) 9.0(x)
| 8.5(x) 9.0(x)
| 8.5(x) 9.0(x)
| 8.5(x) 9.0(x)
| 8.5(x) 9.0(x)
| 8.0(2+) 8.5(x) 9.0(x)
| 8.0(2) SU2+
| 8.0(2+) 8.5(x) 9.0(x)
| 8.0(2) SU2+
| 8.5(x) 9.0(x)
| 8.5(x) 9.0(x)
| 8.5(x) 9.0(x)
| Not supported
| 8.0(2+) 8.5(x) 9.0(x)
| 8.0(2+) 8.5(x) 9.0(x)
| 8.0(2) SU2+
| 8.0(2+) 8.5(x) 9.0(x)
| 8.0(2+) 8.5(x) 9.0(x)
| 8.0(2+) 8.5(x) 9.0(x)
| 8.0(2) SU2+
| 8.5(x) 9.0(x)
|-
| [http://docwiki.cisco.com/wiki/Virtualization_for_Unified_CCX#Virtualization_Support_for_Cisco_Unified_Workforce_Optimization_.28WFO.29_in_Unified_CCX_8.5 Cisco Unified Workforce Optimization (WFO), Quality Management (QM), and WorkForce Management (WFM)]
|
8.5(2)+

|
8.5(2)+

|
8.5(2)+ 

| 8.5(2)+
| 8.5(2)+
| 8.5(2)+ 
| 8.5(2)+
| 8.5(2)
| 8.5(2)+
| 8.5(2)+
| 8.5(2)+
| 8.5(2)+ 
| 8.5(2)+ 
| Not supported
| 8.5(1)+
| 8.5(1)+
| 8.5(2)+
| 8.5(1)+
| 8.5(1)+
| 8.5(1)+
| 8.5(2)+
| 8.5(2)+
 

|-
| [[Unified Contact Center Enterprise]] 
| See below 
| See below 
| See below 
| See below 
| See below 
| See below 
| See below 
| See below 
| See below 
| See below 
| See below 
| See below 
| See below 
| See below 
| See below 
| See below 
| See below 
| See below 
| See below 
| See below 
| See below 
| See below 
|-
|
*Router, Logger, Rogger
*Agent PG, MR PG, VRU PG
*Administration and Data Server (AW, AW-CONFIG, AW-HDS, AW-HDS-DDS, HDS-DDS)
*Administration Client
*Outbound Option with SIP Dialer
*Support Tools
*limited/hybrid support for Unified ICME/CCH/ICMH

| Not supported '''(with note a)''' 
| Not supported 
| Not supported 
|
8.0(2+) 8.5(x)

9.0(x)

| 8.0(2+) 8.5(x) 9.0(x)
| 8.5(x) 9.0(x)
|
8.0(2+) 8.5(x)

9.0(x)

| 8.0(2+) 8.5(x) 9.0(x)
|
8.0(2+) 8.5(x)

9.0(x)

|
8.0(2+) 8.5(x)

9.0(x)

|
8.0(2+) 8.5(x)

9.0(x)

| 8.5(x) 9.0(x)
| 8.5(x) 9.0(x)
| Not supported 
|
8.0(2+) 8.5(x)

9.0(x)

| Not supported 
| Not supported 
| Not supported 
| 8.0(2+) 8.5(x) 9.0(x)
| Not supported 
| Not supported 
| Not supported 
|-
|
*Progger
*Outbound Option with SCCP Dialer
*Webview
*Expert Advisor
*RSM
*Unified CRM Connector

| Not supported 
| Not supported 
| Not supported 
| Not supported 
| Not supported 
| Not supported 
| Not supported 
| Not supported 
| Not supported 
| Not supported 
| Not supported 
| Not supported 
| Not supported 
| Not supported 
| Not supported 
| Not supported 
| Not supported 
| Not supported 
| Not supported 
| Not supported 
| Not supported 
| Not supported 
|-
| [[Virtualization_for_Cisco_Packaged_CCE | Cisco Packaged Contact Center Enterprise]]
| Not supported
| Not supported
| Not supported
| Not supported
| Not supported
| Not supported
| Not supported
| Not supported
| Not supported
| Not supported
| 9.0(x)
| Not supported
| Not supported
| Not supported
| Not supported
| Not supported
| Not supported
| Not supported
| Not supported
| Not supported
| Not supported
| Not supported
|-
| [[Virtualization for Unified Intelligence Center|Unified Intelligence Center]] 
|
8.5(2+) 9.0(x)

| 8.5(2+) 9.0(x)
| 8.5(2+) 9.0(x)
| 8.0(3)+ 9.0(x)
| 8.0(3+) 9.0(x)
| 8.5(2+) 9.0(x)
| 8.0(3+) 9.0(x)
| 8.5(2+) 9.0(x)
| 8.0(3+) 9.0(x)
| 8.5(2+) 9.0(x)
| 8.0(3+) 9.0(x)
| 8.5(2+) 9.0(x)
| 8.5(2+) 9.0(x)
| Not supported 
| 8.0(3+) 9.0(x)
| 8.0(3+) 9.0(x)
|
8.5(2+)9.0(x)

| 8.0(3+) 9.0(x)
| 8.0(3+) 9.0(x)
| 8.0(3+) 9.0(x)
|
8.5(2+)9.0(x)

| Not supported 
|-
| [[Support for CCMP with UCCE on UCS Hardware|Unified Contact Center Management Portal]]
| 8.5(2+) 9.0(x)
| 8.5(2)+ 9.0(x)
| 8.5(2)+ 9.0(x)
| 8.0(2+) 8.5(x) 9.0(x) 
| 8.0(2+) 8.5(x) 9.0(x) 
| 8.5(x) 9.0(x)
| 8.0(2+) 8.5(x) 9.0(x)
| 8.0(2+) 8.5(x) 9.0(x)
| 8.0(2+) 8.5(x) 9.0(x)
| 8.0(2+) 8.5(x) 9.0(x)
| 8.0(2+) 8.5(x) 9.0(x)
| 8.5(x) 9.0(x)
| 8.5(x) 9.0(x)
| Not supported 
| 8.0(2+) 8.5(x) 9.0(x)
| Not supported 
| Not supported 
| Not supported 
| 8.0(2+) 8.5(x) 9.0(x)
| Not supported 
| Not supported 
| Not supported 
|-
| [[Unified Customer Voice Portal]] (all components) 
|
Not

supported 

| Not supported 
| Not supported 
| 8.0(x) 8.5(x) 9.0(x)
| 8.0(x) 8.5(x) 9.0(x)
| 8.5(x) 9.0(x)
| 8.0(x) 8.5(x) 9.0(x)
| 8.0(x) 8.5(x) 9.0(x)
| 8.0(x) 8.5(x) 9.0(x)
| 8.0(x) 8.5(x) 9.0(x)
| 8.0(x) 8.5(x) 9.0(x)
| 8.5(x) 9.0(x)
| 8.5(x) 9.0(x)
| Not supported 
| 8.0(x) 8.5(x) 9.0(x)
| Not supported 
| Not supported 
| Not supported 
| Not supported 
| Not supported 
| Not supported 
| Not supported 
|-
| [[Virtualization for Cisco MediaSense|Cisco MediaSense]]
| 9.0(x) 
| 9.0(x) 
| 9.0(x) 
| 9.0(x) 
| 9.0(x) 
| 9.0(x) 
| 8.5(2+) 9.0(x)
| 8.5(2+)9.0(x)
| 8.5(2+) 9.0(x)
| 8.5(2+) 9.0(x)
| 8.5(2+) 9.0(x)
| 9.0(x) 
| 9.0(x) 
| 9.0(x) 
| 8.5(1+) 9.0(x)
| 9.0(x) 
| 9.0(x) 
| 8.5(1)+ 9.0(x)
| 8.5(1+)9.0(x)
| Not supported 
| Not supported 
| Not supported 
|-
| [[Virtualization for Cisco SocialMiner|Cisco SocialMiner]]
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| Not supported 
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+)  9.0(x)
|-
| [[Virtualization for Cisco Finesse|Cisco Finesse]]
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+)9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| Not supported 
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+) 9.0(x)
| 8.5(3+)  9.0(x)
|-
| [[Virtualization for Unified Email Interaction Manager - Web Interaction Manager|Cisco Unified Email Interaction Manager and Web Interaction Manager]]
| 4.4(1)+ 
| 4.4(1)+ 
| 4.4(1)+ 
| 4.3(2)+ 
| 4.3(2)+ 
| 4.4(1)+ 
| 4.3(2)+ 
| 4.3(2)+ 
| 4.3(2)+ 
| 4.3(2)+ 
| 4.3(2)+ 
| 4.4(1)+
| 4.4(1) +
| Not supported 
| 4.3(2)+ 
| Not supported 
| 4.3(2)+ 
| Not supported 
| 4.3(2)+ 
| Not supported 
| 4.3(2)+ 
| 4.4(1)+ 
|}

{{ note | a) As an exception, the Cisco SmartPlay Solution Packs for Unified Communications (pre-configured bundles) for B200M2 and C210M2 (http://www.cisco.com/web/partners/incentives_and_promotions/cisco_smartplay_promo.html) are supported. Please see the Customer Collaboration/Contact Center Enterprise virtualization docwiki (UCCE link in the table above) for further detail. }}

 

== TelePresence Applications ==

{| class="wikitable FCK__ShowTableBorders" style="width: 956px; height: 207px;"
|-
! rowspan="2" | Application
! colspan="2" | [[UC Virtualization Supported Hardware|UC on UCS Specs-based Support HP/IBM Specs-based Support]]
! colspan="15" | [[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|UC on UCS Tested Reference Configurations (TRC)]]
|- style="background: none repeat scroll 0% 0% rgb(229, 228, 226);"
! Intel Xeon 56xx/75xx @ 2.53+ GHz
! Intel Xeon E7-xxxx @ 2.4+ GHz
! C210 M2 TRC #1 (DAS)
|-
| valign="middle" | Cisco TelePresence Manager
|
*1.8.x
*1.9.0 

|
*1.8.x
*1.9.0

|
*1.8.x
*1.9.0 

|-
| Cisco TelePresence Multipoint Switch 
|
*1.8.x
*1.9.0

|
*1.8.x
*1.9.0

|
*1.8.x
*1.9.0

|}

 

----

{| 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]]
|}

Packaged CCE

2012-08-09T13:51:18Z

Rfarber: /* Packaged CCE Technical Documentation */

'''Cisco Packaged Contact Center Enterprise (Packaged CCE)''' is a predesigned, bounded deployment model of Cisco Unified Contact Center Enterprise. Customers whose contact center requirements fit the boundaries of the solution can enjoy the advantages of the simplified management interface, smaller hardware footprint, and reduced time to install. These customers can also benefit from the comprehensive feature set of Cisco Unified Contact Center Enterprise and Cisco Unified Customer Voice Portal. The solution comes packaged with Cisco Unified Intelligence Center for comprehensive reporting and Cisco Finesse desktop software for an enhanced, next-generation desktop experience. 

'''This wiki page consolidates and catalogs the resources that are available for Packaged CCE.'''

== Packaged CCE Sales Enablement ==

*[https://communities.cisco.com/community/partner/collaboration/contactcenter/atp/projects/packaged-cce Partner Community] - Sales Enablement for Cisco field and Cisco partners.
*[http://www.cisco.com/web/partners/downloads/partner/WWChannels/technology/ipc/downloads/CCBU_ordering_guide.pdf Ordering Guide] - Cisco Customer Contact Solutions Ordering Guide.

== Packaged CCE Technical Documentation ==

*[http://www.cisco.com/en/US/products/ps12586/prod_technical_reference_list.html All Technical Documents]
*[http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_901/reference/guide/PCCE_BK_PBD08CF9_00_packaged-cce.html Product Specification] – Details the design, software / hardware requirements and capacity limits for Packaged CCE.
*[http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_901/reference/guide/PCCE_BK_IBC40C6F_00_installing-and-configuring-pcce.html Installation and Configuration Guide] – Explains how to install Packaged CCE, including both Golden Template cloning method and Direct Install method.
*[http://www.cisco.com/en/US/products/ps12586/prod_technical_reference_list.html Release Notes] - New features, notes, and defect resolutions for each release.
*[http://docwiki-dev.cisco.com/wiki/Troubleshooting_Tips_for_Unified_CCE_9.0 Troubleshooting] – Troubleshooting Tips for Packaged CCE.

== Packaged CCE Training Videos ==

*Video 1 - Introduction to Packaged CCE 9.0. Coming soon!
*Video 2 - How to Install and Setup Packaged CCE. Coming soon!

== Packaged CCE Discussion Forums ==

*[https://communities.cisco.com/community/partner/collaboration/contactcenter/atp/projects/packaged-cce?view=discussions Discussion Forum] - for Cisco field and Cisco partners.

== Packaged CCE Developer Community ==

*[http://developer.cisco.com/web/pcce Cisco Developer Network] – Developer Community for Packaged CCE, documents APIs and provides a discussion forum for developers to interact.

== Packaged CCE Software Downloads ==

*[http://www.cisco.com/cisco/software/type.html?mdfid=284360381&i=rm Software Download] - Download OVA files and Golden Template tool.

[[Category:Packaged_CCE]]

Packaged CCE

2012-08-08T22:41:55Z

Rfarber: /* Packaged CCE Technical Documentation */

'''Cisco Packaged Contact Center Enterprise (Packaged CCE)''' is a predesigned, bounded deployment model of Cisco Unified Contact Center Enterprise. Customers whose contact center requirements fit the boundaries of the solution can enjoy the advantages of the simplified management interface, smaller hardware footprint, and reduced time to install. These customers can also benefit from the comprehensive feature set of Cisco Unified Contact Center Enterprise and Cisco Unified Customer Voice Portal. The solution comes packaged with Cisco Unified Intelligence Center for comprehensive reporting and Cisco Finesse desktop software for an enhanced, next-generation desktop experience. 

'''This wiki page consolidates and catalogs the resources that are available for Packaged CCE.'''

== Packaged CCE Sales Enablement ==

*[https://communities.cisco.com/community/partner/collaboration/contactcenter/atp/projects/packaged-cce Partner Community] - Sales Enablement for Cisco field and Cisco partners.
*[http://www.cisco.com/web/partners/downloads/partner/WWChannels/technology/ipc/downloads/CCBU_ordering_guide.pdf Ordering Guide] - Cisco Customer Contact Solutions Ordering Guide.

== Packaged CCE Technical Documentation ==

*[http://www.cisco.com/en/US/products/ps12586/prod_technical_reference_list.html All Technical Documents]
*[http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_901/reference/guide/PCCE_BK_PBD08CF9_00_packaged-cce.html Product Specification] – Details the design, software / hardware requirements and capacity limits for Packaged CCE.
*[http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_901/reference/guide/PCCE_BK_IBC40C6F_00_installing-and-configuring-pcce.html Installation and Configuration Guide] – Explains how to install Packaged CCE, including both Golden Template cloning method and Direct Install method.
*[http://www.cisco.com/en/US/products/ps12586/prod_technical_reference_list.html Release Notes]
*[http://docwiki-dev.cisco.com/wiki/Troubleshooting_Tips_for_Unified_CCE_9.0 Troubleshooting] – Troubleshooting Tips for Packaged CCE.

== Packaged CCE Training Videos ==

*Video 1 - Introduction to Packaged CCE 9.0. Coming soon!
*Video 2 - How to Install and Setup Packaged CCE. Coming soon!

== Packaged CCE Discussion Forums ==

*[https://communities.cisco.com/community/partner/collaboration/contactcenter/atp/projects/packaged-cce?view=discussions Discussion Forum] - for Cisco field and Cisco partners.

== Packaged CCE Developer Community ==

*[http://developer.cisco.com/web/pcce Cisco Developer Network] – Developer Community for Packaged CCE, documents APIs and provides a discussion forum for developers to interact.

== Packaged CCE Software Downloads ==

*[http://www.cisco.com/cisco/software/type.html?mdfid=284360381&i=rm Software Download] - Download OVA files and Golden Template tool.

[[Category:Packaged_CCE]]

Packaged CCE

2012-08-08T18:39:05Z

Rfarber: /* Packaged CCE Training Videos */

'''Cisco Packaged Contact Center Enterprise (Packaged CCE)''' is a predesigned, bounded deployment model of Cisco Unified Contact Center Enterprise. Customers whose contact center requirements fit the boundaries of the solution can enjoy the advantages of the simplified management interface, smaller hardware footprint, and reduced time to install. These customers can also benefit from the comprehensive feature set of Cisco Unified Contact Center Enterprise and Cisco Unified Customer Voice Portal. The solution comes packaged with Cisco Unified Intelligence Center for comprehensive reporting and Cisco Finesse desktop software for an enhanced, next-generation desktop experience. 

'''This wiki page consolidates and catalogs the resources that are available for Packaged CCE.'''

== Packaged CCE Sales Enablement ==

*[https://communities.cisco.com/community/partner/collaboration/contactcenter/atp/projects/packaged-cce Partner Community] - Sales Enablement for Cisco field and Cisco partners.
*[http://www.cisco.com/web/partners/downloads/partner/WWChannels/technology/ipc/downloads/CCBU_ordering_guide.pdf Ordering Guide] - Cisco Customer Contact Solutions Ordering Guide.

== Packaged CCE Technical Documentation ==

*[http://www.cisco.com/en/US/products/ps12586/prod_technical_reference_list.html All Technical Documents]
*[http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_901/reference/guide/PCCE_BK_PBD08CF9_00_packaged-cce.html Product Specification] – Details the design, software / hardware requirements and capacity limits for Packaged CCE.
*[http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_901/reference/guide/PCCE_BK_IBC40C6F_00_installing-and-configuring-pcce.html Installation and Configuration Guide] – Explains how to install Packaged CCE, including both Golden Template cloning method and Direct Install method.
*[http://www.cisco.com/en/US/products/ps12586/prod_technical_reference_list.html Release Notes] - Summarizes the contents of the current release.
*[http://docwiki-dev.cisco.com/wiki/Troubleshooting_Tips_for_Unified_CCE_9.0 Troubleshooting] – Troubleshooting Tips for Packaged CCE.

== Packaged CCE Training Videos ==

*Video 1 - Introduction to Packaged CCE 9.0. Coming soon!
*Video 2 - How to Install and Setup Packaged CCE. Coming soon!

== Packaged CCE Discussion Forums ==

*[https://communities.cisco.com/community/partner/collaboration/contactcenter/atp/projects/packaged-cce?view=discussions Discussion Forum] - for Cisco field and Cisco partners.

== Packaged CCE Developer Community ==

*[http://developer.cisco.com/web/pcce Cisco Developer Network] – Developer Community for Packaged CCE, documents APIs and provides a discussion forum for developers to interact.

== Packaged CCE Software Downloads ==

*[http://www.cisco.com/cisco/software/type.html?mdfid=284360381&i=rm Software Download] - Download OVA files and Golden Template tool.

[[Category:Packaged_CCE]]

Troubleshooting Unified CCE

2012-03-29T20:37:42Z

Rfarber:

Select the required Cisco Unified Contact Center Enterprise (Unified CCE) release:

 

:*'''View/Add tips for Unified CCE:'''
::*[[Troubleshooting Tips for Unified CCE 8.0]]
::*[[Troubleshooting Tips for Unified CCE 8.5]]
::*[[Troubleshooting Tips for Unified CCE 9.0]]

 

See [[Troubleshooting Unified ICM/CCE & Hosted]] for information on Unified ICM/CCE & Hosted, Release 7.x and earlier.

 

----

[[Category:Unified_Contact_Center_Enterprise]] [[Category:Troubleshooting]]

Virtualization for Cisco SocialMiner

2011-12-08T18:44:01Z

Rfarber: /* SocialMiner-Specific Details for VMware Requirements */

{{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 SocialMiner, mmca, and ccp.}}

= Updates to this Page =

The following is a list of significant updates to this page:

 

{| class="wikitable FCK__ShowTableBorders"
|-
! Date
! Update
|-
| November 2010
| Virtualization of Cisco SocialMiner on UCS C Series hardware.
|-
| April 2011
| Added link to Unified Communications Virtualization Supported Applications
|-
| April 2011
| IOPS info
|-
| August 2011
| IOPS info
|}

= Information for Partners about SocialMiner Deployments =

See:

[[Before You Buy or Deploy - Considerations for Design and Procurement]].

[[Unified Communications Virtualization Supported Applications]]

 

= VM-Specific SocialMiner Hardware Requirements =

See [[Tested Reference Configurations (TRC)]].

Before you install the SocialMiner software in any server, you must address the following requirements:

*The VM disk allocation time depends on your VM environment. If you have created several VMs on the host server, your disk allocation takes a longer time. If you have not created any VM in your host server, your disk allocation takes a shorter time. During the course of testing in various environments at Cisco Systems, disk allocation has taken anywhere from 2 minutes to 2 hours for a 34 GB data space. Depending on your space requirement, be sure to make this empty space available for all SocialMiner deployments
*If you are performing a fresh install of SocialMiner in any deployment, be sure to verify that the virtual machine is also fresh (no previously-installed OS is present in the VM).

= SocialMiner-Specific Details for VMware Requirements =

All SocialMiner servers run on VMs using the Unified Communications Operating System (Unified OS or UCOS).

See [[Unified Communications VMWare Requirements]] and [[Ongoing Virtualization Operations and Maintenance]].

*SocialMiner ISO or DVD
*ESXi 4.0 or ESXi 4.1 must be installed prior to the SocialMiner installation. [[#Configuring_ESXi_4.1|ESXi 4.1 requires additional configuration]].
*Cisco UCS Hardware—SocialMiner 8.5(4) supports a [http://docwiki.cisco.com/wiki/Specification-Based_Hardware_Support specifications-based virtualization model.] You can use any hardware platform you like (from any vendor) as long as it supports the specifications required for the VM. Also, you can run any other application(s) you like on that same server.

=== Configuring ESXi 4.1 ===

To ensure normal networking performace, configure the installed ESXi 4.1 host as follows:

#Use vSphere Client to log in to the ESXi host or its vCenter.
#Select host --> Configuration --> Advanced Settings.
#Select Net and scroll down slightly more than half way.
#Set the following parameters from 1 to 0:

*Net.VmxnetSwLROSL
*Net.Vmxnet3SwLRO *Net.Vmxnet3HwLRO
*Net.Vmxnet2SwLRO
*Net.Vmxnet2HwLRO

Reboot the ESXi host to activate these changes.

= VM-Specific SocialMiner Software Requirements =

See [[Unified Communications VMWare Requirements]].

The following software requirements apply specifically to SocialMiner:

*SocialMiner can only be deployed on servers using VMware ESXi 4.0 or ESXi 4.1.
*The downloadable OVF Templates have the hardware configuration for the SocialMiner VM's. This is the only configuration supported. Please use the SocialMiner OVF Appliance to install SocialMiner.
*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 ''Hardware & System Software Specification (Bill of Materials) for Cisco Unified Contact Center Enterprise Guide'' available at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_user_guide_list.html.

= SocialMiner-Specific Information for OVA Templates =

See [[Unified Communications Virtualization Downloads (including OVA/OVF Templates)]].

The SocialMiner OVA can be downloaded here: http://www.cisco.com/cisco/software/release.html?mdfid=283613136&catid=278875240&softwareid=283733464

= SocialMiner-Specific Information for Sizing Guidelines =

The SocialMiner Production 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

== VM IOPS ==

The minimum SocialMiner IOPS requirement is 1400. Upgrades require 3000 IOPS for optimal performance.

= Cisco SocialMiner-Specific VM Information on Installation, Timekeeping, and Best Practices =

== 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.

Note: After finishing the installation, consider changing the boot order back so that the Hard Drive device is again listed before the CD-ROM device.
----

= Related Documents =

[[#SocialMiner_8.5.284|User Guide for SocialMiner Release 8.5(4)]]

----

{| 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]]
|}

[[Category:Cisco_SocialMiner]]

Virtualization for CCMP with Unified CCE on UCS Hardware

2011-11-09T18:14:00Z

Rfarber: /* CCMP Component Capacities and VM Configuration Requirements */

This page documents support for the Contact Center Management Portal (CCMP) product with Unified Contact Center Enterprise (UCCE) on Unified Computing Systems (UCS) hardware.

= Updates to this Page =

The following is a list of significant updates to this page:

{| class="wikitable FCK__ShowTableBorders"
|-
! Date
! Update
|-
| January 2011
| Updated the OVA download link and procedure.
|-
| December 2010
| Support for Unified CCE, Release 8.5(1).
|}

= CCMP Component Capacities and VM Configuration Requirements =

See [http://docwiki-dev.cisco.com/wiki/Unified_Communications_Virtualization_Downloads_%28including_OVA/OVF_Templates%29#Cisco_Unified_Contact_Center_Management_Portal List of CCMP OVA Templates.]

This table shows the supported CCMP components, their capacities, and the VM computing resource requirements. You must use the OVA virtual machine templates to create the Unified CCE component VMs.

{| class="wikitable FCK__ShowTableBorders"
|-
! CCMP Component
! Capacity
! vCPU
! RAM (GB)
! vDisk (GB)
! vNIC
! Template Name
|-
| CCMP (single box)
| 1500 agents
| 4
| 4
| 100
| 1
| UCCE_ccmp_single_v1.0_vmv7.ova
|-
| CCMP (Web/App Svr only)
| 8000 agents
| 4
| 4
| 100
| 1
| UCCE_ccmp_single_v1.0_vmv7.ova
|-
| CCMP (DB only)
| 8000 agents
| 8*
| 4
| 250
| 1
| UCCE_ccmp_db_v1.0_vmv7.ova
|-
| CCMP (Co-Res with Config AW on the same server but not on the same VM)
| 1500 agents
| 4
| 4
| 100
| 1
| UCCE_ccmp_single_v1.0_vmv7.ova
|-
| CCMP (Co-Res with full AW-HDS-DDS - Lab only)
| 200 agents
| 4
| 4
| 100
| 1
| UCCE_ccmp_single_v1.0_vmv7.ova
|}

{{note| To allow the DB server for 8k agent installations to access the required number of vCPU on Windows Standard Edition, you must set the '''cpuiid.coresPerSocket''' configuration parameter during VM Setup. For instructions, see the ''Virtualization Guide for Cisco Unified Contact Center Management Portal.''}}

 For instructions on how to obtain the OVA templates, see [http://docwiki.cisco.com/wiki/Virtualization_for_CCMP_with_UCCE_on_UCS_Hardware#Downloading_OVA_Templates Downloading OVA Templates.]

== Downloading OVA Templates ==

#Proceed to the [http://tools.cisco.com/support/downloads/go/ImageList.x?relVer=8.0(2)&mdfid=268439689&sftType=Cisco+Unified+Intelligent+Contact+Management+Software+Releases&optPlat=&nodecount=2&edesignator=&modelName=Cisco+Unified+Intelligent+Contact+Management+Enterprise&treeMdfId=278875240&treeName=Voice+and+Unified+Communications&defInd=&modifmdfid=null&imname=&hybrid=Y&imst=N&relmdfid=&sortParam=1&sortByImage=1 Release 8.0(2) Cisco download page].
#To download a single OVA file, click the '''Download File''' button next to that file. To download multiple OVA files, click the '''Add to Cart''' button next to each file that you want to download, then click on the '''Download Cart''' link. A Download Cart page appears.
#Click the '''Proceed with Download''' button on the Download Cart 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.

= VM 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% 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. 
:*The SAN must be able to handle the following Unified CCE application disk I/O characteristics.
:*Enable hyperthreading on all ESXi servers.

{| class="wikitable FCK__ShowTableBorders"
|-
! rowspan="2" | CCMP Component
! colspan="3" | IOPS
! colspan="3" | Disk Read KBytes / sec
! colspan="3" | Disk Write KBytes / sec
! rowspan="2" | Operating Conditions
|-
| '''Peak'''
| '''Avg.'''
| '''95th Pct.'''
| '''Peak'''
| '''Avg.'''
| '''95th Pct.'''
| '''Peak'''
| '''Avg.'''
| '''95th Pct.'''
|-
| CCMP (DB)
| 502
| 158
| n/a
| n/a
| n/a
| n/a
| n/a
| n/a
| n/a
| 8000 agents;175 concurrent users per web server
|-
| CCMP (Web)
| 1723
| 802
| n/a
| n/a
| n/a
| n/a
| n/a
| n/a
| n/a
| 8000 agents;175 concurrent users per web server
|}

= Upgrading or Migrating Unified CCMP For Use in a UCCE Virtualized Environment =

This section details how to upgrade or migrate Unified CCMP so it can operate in a UCCE virtualized environment.

== Backup the Existing Unified CCMP ==

=== Unified CCMP Database Server(s) ===

On the existing Unified CCMP Database Server(s), perform the following:

#In Windows Desktop click '''Start''' > '''All Programs''' > '''Microsoft SQL Server 2005''' > '''SQL Server Management Studio'''. Microsoft SQL Server Management Studio displays.
#Enter the credentials of the database server and click '''Connect'''.
#Navigate to the CCMP Database (i.e., Portal).
#Right click the database and select '''Tasks''' > '''Back Up…'''
#Ensure the appropriate Database (i.e., Portal) is selected.
#Click '''Add'''.
#Type the file location of where you would like the back up to be made, or click ‘…’ to browse to the location. Note the backup name (i.e., Portal.bak) must be included.
#Click '''OK'''.
#Click '''OK''' (this will start the backup process).
#Repeat steps 3 through 9 for the Reporting Services Databases (ReportServer and ReportServerTempDB).
#The backups must be copied to the appropriate database servers.

=== Unified CCMP Web Server(s) ===

On the existing Unified CCMP Web Server(s), perform the following:

#In Windows Desktop click '''Start''' > '''All Programs''' > '''Microsoft SQL Server 2005''' > '''Configuration Tools''' > '''Reporting Service Configuration Manager'''.
#Enter the machine name and instance name and click '''Connect'''.
#Click '''Encryption Keys'''.
#Click '''Backup'''.
#Enter the password.
#Enter the key file (for example, rs.snk).
#Click '''OK''' (this will back up the RS encryption key).
#Click '''Exit'''.

== Restore the Existing Unified CCMP on the New Servers ==

=== Unified CCMP Database Server(s) ===

On the new Unified CCMP Database Server(s), perform the following:

#Ensure the appropriate backups have been copied onto this server.
#In Windows Desktop click '''Start''' > '''All Programs''' > '''Microsoft SQL Server 2005''' > '''SQL Server Management Studio'''.
#Enter the credentials of the database server and click Connect.
#Right-click '''Databases'''.
#Click '''Restore Database'''.
#Enter the name of the database (for example, portal) in the '''To''' database field. '''Note:''' it is important you use the same name as previously used.
#Select '''From Device'''.
#Click '''…'''
#Select '''Backup Media File'''.
#Select '''Add'''.
#Browse to the appropriate file.
#Click '''OK'''.
#Click '''OK'''.
#Click '''OK''' (this will restore the database).
#Repeat steps 4 through 11 for the Reporting Services Databases (i.e., ReportServer and ReportServerTempDB).

== Unified CCMP Web server(s) ==

On the new Unified CCMP Web Server(s), perform the following:

#In Windows Desktop click '''Start''' > '''All Programs''' > '''Microsoft SQL Server 2005''' > '''Configuration Tools''' > '''Reporting Service Configuration Manager'''.
#Enter the machine name and instance name and click '''Connect'''.
#Click '''Encryption Keys'''.
#Click '''Backup'''.
#Enter a password.
#Enter a key file (for example, rs.snk).
#Click '''Open'''.
#Click '''OK''' (this will set the correct RS encryption key).

== Upgrading or Reinstalling Unified CCMP ==

#On the new Unified CCMP Web Server(s), configure the Reporting Services as described in the [http://www.cisco.com/en/US/products/ps7076/prod_installation_guides_list.html Cisco Unified CCMP Installation Guide].
#On the appropriate Unified CCMP, install or upgrade the components as described in the [http://www.cisco.com/en/US/products/ps7076/prod_installation_guides_list.html Cisco Unified CCMP Installation Guide] or Upgrade Guide.

=== Unified CCMP Database Server(s) ===

#Open Configuration Manager.
#Edit '''Physical Servers''', replacing the appropriate server names and IP addresses.
#Edit '''Unified CCMP Configuration/Reporting Services''' server to update the Reporting Services Instance (the HTTP address).
#Now test.
#Login to Unified CCMP as Administrator.
#Delete the audit and monitoring reports (should be found in '''Shared''').
#Login to the report upload tool and upload the reports.
#Apply replication (if required) as described in the [http://www.cisco.com/en/US/products/ps7076/prod_installation_guides_list.html Cisco Unified CCMP Installation Guide].
#Restart all Unified CCMP services.

=== Unified CCE Server ===

#Open CMS Control.
#Edit the application connection details to refer to the new Unified CCMP Server(s).

----

{| 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]]
|}
Back to [[Virtualization for Unified CCE]]

SocialMiner Release 8.5(4)

2011-10-20T18:40:37Z

Rfarber: /* 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), you must upgrade to Release 8.5(3) and then to Release 8.5(4).
*If you are on Release 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.

== 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 uploaded script filter, or the script filter violates SocialMiner security restrictions. 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 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.

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]]

SocialMiner Release 8.5(4)

2011-10-20T18:40:17Z

Rfarber: /* 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), you must upgrade to Release 8.5(3)and then to Release 8.5(4).
*If you are on Release 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.

== 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 uploaded script filter, or the script filter violates SocialMiner security restrictions. 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 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.

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]]

SocialMiner Release 8.5(4)

2011-10-18T14:44:08Z

Rfarber: /* What's New in 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 Release 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.

== 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 uploaded script filter, or the script filter violates SocialMiner security restrictions. 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 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.

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]]

Troubleshooting Tips for Cisco SocialMiner 8.5

2011-10-17T13:22:04Z

Rfarber:

'''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 ==

== 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 for Social Contacts from Twitter]]
*[[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 - 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 - Reboot Hangs]]
* [[SocialMiner Installation - NTP Server is not recognized]]
* [[SocialMiner Installation - Two SocialMiner Applications on one Server, Setting CPU Reservation]]

== Cisco SocialMiner Serviceability==

File:SocialMinerLogs.png

2011-10-17T13:14:03Z

Rfarber:

File:SocialMinerfeeds854.png

2011-10-17T13:07:13Z

Rfarber:

SocialMiner

2011-10-17T13:05:26Z

Rfarber:

=Cisco SocialMiner =

Cisco SocialMiner is a social media customer care system that provides capture, filtering, workflow, queuing, and reporting for social-media engagement teams.

[[Image:SocialMiner_login.png|thumb|450px|right|SocialMiner Sign In Form]]

Documentation
* [[SocialMiner Release 8.5(1)]]
* [[SocialMiner Release 8.5(2)]]
* [[SocialMiner Release 8.5(3)]]
* [[SocialMiner Release 8.5(4)]]

Training
* [[SocialMiner_Training | SocialMiner Training]]
* [http://www.youtube.com/user/CiscoCC#grid/user/2AFD4017909039ED SocialMiner Training Videos on YouTube ]

Developer Information
* [http://developer.cisco.com/web/socialminer/docs SocialMiner API documentation ]

Additional Resources
* [[SocialMiner_Browsers | Supported Web Browsers]]
* [[SocialMiner_Feed_Sources | SocialMiner Feed Sources]]
* [[Virtualization_for_Cisco_SocialMiner | Virtualization for Cisco SocialMiner]]
* [[Troubleshooting_Cisco_SocialMiner | Troubleshooting Cisco SocialMiner]]

[[category:Cisco SocialMiner]]

SocialMiner Release 8.5(4)

2011-10-13T20:05:36Z

Rfarber: /* Notification Body Variables */

'''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.

= 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 Release 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.

== 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 uploaded script filter, or the script filter violates SocialMiner security restrictions. 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 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.

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]]

SocialMiner Feeds - Error on Twitter Authorization

2011-10-12T20:48:02Z

Rfarber:

== SocialMiner Feeds - Error on Twitter Authorization ==

{| border="1"
|-
! '''Problem Summary'''
| You authorize a Twitter feed with incorrect credentials and see an error from Twitter. You try the authorization again with the correct credentials and see an error from SocialMiner.
|-
! '''Error Message'''
| Typical errors are Wrong UserName or Wrong Password.
|-
! '''Possible Cause'''
| Twitter presents an error message on your first attempt to log in with incorrect credentials. SocialMiner does not process the Twitter error correctly and gives an error on your second attempt. SocialMiner then clears the error after your second attempt.
|-
! '''Recommended Action'''
| Try the authorization a third time.
|-
! '''Release'''
| Release 8.5(4)
|-
! '''Associated CDETS #'''
| None
|-
|}

[[Category:Cisco SocialMiner, Release 8.5]]

SocialMiner Feeds - Errors saving Groovy scripts

2011-09-27T18:34:58Z

Rfarber: /* SocialMiner Feeds - Errors saving Groovy scripts */

== SocialMiner Feeds - Errors saving Groovy scripts ==

{| border="1"
|-
! '''Problem Summary'''
| You see errors when you import a Groovy script.
|-
! '''Error Message'''
| The User Interface will show this error: “The following fields are invalid: Script Source: Invalid input”

Logs will show "Unexpected char" errors similar to this:
, Message=startup failed: Script1.groovy: 1: unexpected char: '\' @ line 1, column 2. ^
|-
! '''Possible Cause'''
| You did not save the file as plain text.
|-
! '''Recommended Action'''
| Check to make sure that the file was not saved as "rich text," which will insert special characters. Resave the file as plain text and retry the Import.
|-
! '''Release'''
| Release 8.5(4)
|-
! '''Associated CDETS #'''
| None
|-
|}
[[Category:Cisco SocialMiner, Release 8.5]]

Troubleshooting Tips for Cisco SocialMiner 8.5

2011-09-22T15:43:10Z

Rfarber: /* Cisco SocialMiner User Interface */

'''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 ==

== 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 for Social Contacts from Twitter]]
*[[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 - Sluggish Performance or Timeouts]]
*[[SocialMiner User Interface - Twitter Feed Disabled]]
*[[SocialMiner User Interface - XMPP shows Error Icon]]

== Cisco SocialMiner Feed Troubleshooting ==

* [[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 - Reboot Hangs]]
* [[SocialMiner Installation - NTP Server is not recognized]]
* [[SocialMiner Installation - Two SocialMiner Applications on one Server, Setting CPU Reservation]]

== Cisco SocialMiner Serviceability==

Troubleshooting Tips for Cisco SocialMiner 8.5

2011-09-22T15:22:40Z

Rfarber: /* Cisco SocialMiner User Interface */

'''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 ==

== 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 - Common Errors for Social Contacts from Twitter]]
*[[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 - Sluggish Performance or Timeouts]]
*[[SocialMiner User Interface - Twitter Feed Disabled]]
*[[SocialMiner User Interface - XMPP shows Error Icon]]

== Cisco SocialMiner Feed Troubleshooting ==

* [[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 - Reboot Hangs]]
* [[SocialMiner Installation - NTP Server is not recognized]]
* [[SocialMiner Installation - Two SocialMiner Applications on one Server, Setting CPU Reservation]]

== Cisco SocialMiner Serviceability==

Troubleshooting Tips for Cisco SocialMiner 8.5

2011-09-22T15:21:28Z

Rfarber: /* Cisco SocialMiner User Interface */

'''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 ==

== 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 for Social Contacts from Twitter]]
*[[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 - Sluggish Performance or Timeouts]]
*[[SocialMiner User Interface - Twitter Feed Disabled]]
*[[SocialMiner User Interface - XMPP shows Error Icon]]

== Cisco SocialMiner Feed Troubleshooting ==

* [[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 - Reboot Hangs]]
* [[SocialMiner Installation - NTP Server is not recognized]]
* [[SocialMiner Installation - Two SocialMiner Applications on one Server, Setting CPU Reservation]]

== Cisco SocialMiner Serviceability==

Troubleshooting Tips for Cisco SocialMiner 8.5

2011-09-22T15:16:06Z

Rfarber: /* Cisco SocialMiner User Interface */

'''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 ==

== 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 - Common Errors for Social Contacts from Twitter]]
*[[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 - Sluggish Performance or Timeouts]]
*[[SocialMiner User Interface - Twitter Feed Disabled]]
*[[SocialMiner User Interface - XMPP shows Error Icon]]

== Cisco SocialMiner Feed Troubleshooting ==

* [[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 - Reboot Hangs]]
* [[SocialMiner Installation - NTP Server is not recognized]]
* [[SocialMiner Installation - Two SocialMiner Applications on one Server, Setting CPU Reservation]]

== Cisco SocialMiner Serviceability==

Troubleshooting Tips for Cisco SocialMiner 8.5

2011-09-22T15:15:30Z

Rfarber: /* Cisco SocialMiner User Interface */

'''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 ==

== 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 for Social Contacts from Twitter]]
*[[SocialMiner User Interface - Common Errors]]
*[[SocialMiner User Interface - Duplicate Twitter Social Contacts Display in Campaign ]]
*[[SocialMiner User Interface - Sluggish Performance or Timeouts]]
*[[SocialMiner User Interface - Twitter Feed Disabled]]
*[[SocialMiner User Interface - XMPP shows Error Icon]]
*[[SocialMiner User Interface - Errors for Twitter Reply Template]]

== Cisco SocialMiner Feed Troubleshooting ==

* [[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 - Reboot Hangs]]
* [[SocialMiner Installation - NTP Server is not recognized]]
* [[SocialMiner Installation - Two SocialMiner Applications on one Server, Setting CPU Reservation]]

== Cisco SocialMiner Serviceability==

Troubleshooting Tips for Cisco SocialMiner 8.5

2011-09-22T15:02:23Z

Rfarber: /* Cisco SocialMiner User Interface */

'''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 ==

== 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 - Common Errors for Social Contacts from Twitter]]
*[[SocialMiner User Interface - Common Errors]]
*[[SocialMiner User Interface - Duplicate Twitter Social Contacts Display in Campaign ]]
*[[SocialMiner User Interface - Sluggish Performance or Timeouts]]
*[[SocialMiner User Interface - Twitter Feed Disabled]]
*[[SocialMiner User Interface - XMPP shows Error Icon]]
*[[SocialMiner User Interface - Errors for Twitter Reply Template]]

== Cisco SocialMiner Feed Troubleshooting ==

* [[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 - Reboot Hangs]]
* [[SocialMiner Installation - NTP Server is not recognized]]
* [[SocialMiner Installation - Two SocialMiner Applications on one Server, Setting CPU Reservation]]

== Cisco SocialMiner Serviceability==

Troubleshooting Tips for Cisco SocialMiner 8.5

2011-09-22T15:00:12Z

Rfarber: /* Cisco SocialMiner User Interface */

'''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 ==

== 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 - Common Errors for Social Contacts from Twitter]]
*[[SocialMiner User Interface - Common Errors]]
*[[SocialMiner User Interface - Duplicate Twitter Social Contacts Display in Campaign ]]
*[[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 - 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 - Reboot Hangs]]
* [[SocialMiner Installation - NTP Server is not recognized]]
* [[SocialMiner Installation - Two SocialMiner Applications on one Server, Setting CPU Reservation]]

== Cisco SocialMiner Serviceability==

Troubleshooting Tips for Cisco SocialMiner 8.5

2011-09-22T14:59:12Z

Rfarber: /* Cisco SocialMiner User Interface */

'''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 ==

== 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 for Social Contacts from Twitter]]
*[[SocialMiner User Interface - Common Errors]]
*[[SocialMiner User Interface - Duplicate Twitter Social Contacts Display in Campaign ]]
*[[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 - 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 - Reboot Hangs]]
* [[SocialMiner Installation - NTP Server is not recognized]]
* [[SocialMiner Installation - Two SocialMiner Applications on one Server, Setting CPU Reservation]]

== Cisco SocialMiner Serviceability==

Troubleshooting Tips for Cisco SocialMiner 8.5

2011-09-19T17:30:14Z

Rfarber: /* Cisco SocialMiner User Interface */

'''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 ==

== 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 - Common Errors for Social Contacts from Twitter]]
*[[SocialMiner User Interface - Common Errors]]
*[[SocialMiner User Interface - Duplicate Twitter Social Contacts Display in Campaign ]]
*[[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 - 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 - Reboot Hangs]]
* [[SocialMiner Installation - NTP Server is not recognized]]
* [[SocialMiner Installation - Two SocialMiner Applications on one Server, Setting CPU Reservation]]

== Cisco SocialMiner Serviceability==

Troubleshooting Tips for Cisco SocialMiner 8.5

2011-09-19T17:30:02Z

Rfarber: /* Cisco SocialMiner User Interface */

'''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 ==

== 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 - Common Errors for Social Contacts from Twitter]]
*[[SocialMiner User Interface - Common Errors]]
*[[SocialMiner User Interface - Duplicate Twitter Social Contacts Display in Campaign ]]
*[[SocialMiner User Interface - Sluggish Performance or Timeouts]]
*[[SocialMiner User Interface - Twitter Feed Disabled]]
*[[SocialMiner User Interface - XMPP shows Error Icon]]
*[[SocialMiner User Interface - Errors for Twitter Reply Template]]

== Cisco SocialMiner Feed Troubleshooting ==

* [[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 - Reboot Hangs]]
* [[SocialMiner Installation - NTP Server is not recognized]]
* [[SocialMiner Installation - Two SocialMiner Applications on one Server, Setting CPU Reservation]]

== Cisco SocialMiner Serviceability==

Troubleshooting Tips for Cisco SocialMiner 8.5

2011-09-19T17:23:05Z

Rfarber: /* Cisco SocialMiner User Interface */

'''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 ==

== 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 - Common Errors for Social Contacts from Twitter]]
*[[SocialMiner User Interface - Common Errors]]
*[[SocialMiner User Interface - Duplicate Twitter Social Contacts Display in Campaign ]]
*[[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 - 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 - Reboot Hangs]]
* [[SocialMiner Installation - NTP Server is not recognized]]
* [[SocialMiner Installation - Two SocialMiner Applications on one Server, Setting CPU Reservation]]

== Cisco SocialMiner Serviceability==

Troubleshooting Tips for Cisco SocialMiner 8.5

2011-09-19T17:22:23Z

Rfarber: /* Cisco SocialMiner User Interface */

'''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 ==

== 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 - Common Errors for Social Contacts from Twitter]]
*[[SocialMiner User Interface - Common Errors]]
*[[SocialMiner User Interface - Errors for Social Contacts from Twitter]]
*[[SocialMiner User Interface - Duplicate Twitter Social Contacts Display in Campaign ]]
*[[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 - 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 - Reboot Hangs]]
* [[SocialMiner Installation - NTP Server is not recognized]]
* [[SocialMiner Installation - Two SocialMiner Applications on one Server, Setting CPU Reservation]]

== Cisco SocialMiner Serviceability==

Troubleshooting Tips for Cisco SocialMiner 8.5

2011-09-19T17:20:57Z

Rfarber: /* Cisco SocialMiner User Interface */

'''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 ==

== 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 - Common Errors for Social Contacts from Twitter]]
*[[SocialMiner User Interface - Common Errors]]
*[[SocialMiner User Interface - Duplicate Twitter Social Contacts Display in Campaign ]]
*[[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 - 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 - Reboot Hangs]]
* [[SocialMiner Installation - NTP Server is not recognized]]
* [[SocialMiner Installation - Two SocialMiner Applications on one Server, Setting CPU Reservation]]

== Cisco SocialMiner Serviceability==

Troubleshooting Tips for Cisco SocialMiner 8.5

2011-09-19T17:19:10Z

Rfarber: /* Cisco SocialMiner User Interface */

'''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 ==

== 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 - Common Errors for Social Contacts from Twitter]]
*[[SocialMiner User Interface - Common Errors]]
*[[SocialMiner User Interface - Duplicate Twitter Social Contacts Display in Campaign ]]
*[[SocialMiner User Interface - Sluggish Performance or Timeouts]]
*[[SocialMiner User Interface - Twitter Feed Disabled]]

== Cisco SocialMiner Feed Troubleshooting ==

* [[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 - Reboot Hangs]]
* [[SocialMiner Installation - NTP Server is not recognized]]
* [[SocialMiner Installation - Two SocialMiner Applications on one Server, Setting CPU Reservation]]

== Cisco SocialMiner Serviceability==

Troubleshooting Tips for Cisco SocialMiner 8.5

2011-09-19T17:17:56Z

Rfarber:

'''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 ==

== 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 - Common Errors for Social Contacts from Twitter]]
*[[SocialMiner User Interface - Common Errors]]
*[[SocialMiner User Interface - Duplicate Twitter Social Contacts Display in Campaign ]]
*[[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 - 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 - Reboot Hangs]]
* [[SocialMiner Installation - NTP Server is not recognized]]
* [[SocialMiner Installation - Two SocialMiner Applications on one Server, Setting CPU Reservation]]

== Cisco SocialMiner Serviceability==

Troubleshooting Tips for Cisco SocialMiner 8.5

2011-09-14T19:27:15Z

Rfarber:

'''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 ==

== 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 - 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 User Interface - Clear Cache and Cookies to Troubleshoot Unexpected Results

2011-09-14T19:23:55Z

Rfarber: moved Social Miner User Interface - Clear Cache and Cookies to Troubleshoot Unexpected Results to SocialMiner User Interface - Clear Cache and Cookies to Troubleshoot Unexpected Results

== Clear Cache and Cookies to Troubleshoot Unexpected Results ==

{| border="1"
|-
! '''Problem Summary'''
| SocialMiner pages do not show the information you expect. For example, you can see that a Feed is pulling in social contacts for a campaign, but those social contacts do not appear in the Home tab "Open" list for that campaign.
|-
! '''Error Message'''
| None
|-
! '''Possible Cause'''
| Various
|-
! '''Recommended Action'''
|Use the browser tool for clearing cache and cookies.

Clearing these resets the browser state as it appears to SocialMiner. SocialMiner settings are reset to default and all related files (pages and Javascript) are fully downloaded again.

Prior to Release 8.5(3), it was sometimes necessary to clear the cache to get the latest web pages and script from SocialMiner, especially when the server had been upgraded. Clearing the cache will become less necessary after future upgrades, as SocialMiner 8.5(4) ships with a new mechanism for tracking and controlling the cache.

Clearing cookies is always a basic troubleshooting step to try before reaching out for support.
|-
! '''Release'''
| Release 8.5(x)
|-
! '''Associated CDETS #'''
| None
|-
|}

[[Category:Cisco SocialMiner, Release 8.5]]

SocialMiner Release 8.5(3)

2011-09-08T15:20:38Z

Rfarber: /* What's New in Release 8.5(3) */

'''CONTENTS'''

[[#Introduction|Introduction]]

[[#What.27s_New_in_Release_8.5.283.29|What's New in SocialMiner Release 8.5(3)]]

[[#Upgrading_to_SocialMiner_Release_8.5.283.29|Upgrading to SocialMiner Release 8.5(3)]]

[[#Signing_In_to_SocialMiner|Signing In to SocialMiner]]

[[#The_Home_Tab|Home Tab]]

[[#Feeds|Feeds Gadget]]

[[#Campaigns|Campaigns Gadget]]

[[#Filters|Filters Gadget]]

[[#System_Administration|System Administration Gadget]]

[[#Notifications|Notifications Gadget]]

[[#Reply_Templates|Reply Templates Gadget]]

[[#SocialMiner_Reporting|SocialMiner Reporting]]

[[#Obtaining_a_CA-Signed_Certificate|Obtaining a CA-Signed Certificate]]

[[#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/or 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 via [http://en.wikipedia.org/wiki/Representational_State_Transfer REST] API's.

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(3) =

Cisco SocialMiner Release 8.5(3) provides the following new features and enhancements:

'''Auto-tagging'''

There is now an Automatic Tags option on the Add/Edit page for all Feed Types. Create up to ten tags that will be automatically applied to all social contacts pulled in for that feed. See [[#Automatic_Tags_for_Feeds|Automatic Tags for Feeds]].

'''Hardware Support Policy'''

Cisco will support SocialMiner deployment on any hardware, provided:

* SocialMiner is installed within the Cisco provided VMWare OVF (this is verified by the new "Hardware" servers status on the system administration gadget).

* The hardware supports the documented IO speed requirements. The IO speed required for SocialMiner is 1400 IOPS (input output operations per second). See [http://docwiki-dev.cisco.com/wiki/Virtualization_for_Cisco_SocialMiner Virtualization for SocialMiner].

'''HTTP Notifications'''

There is a new HTTP Notification Type option on the [[#Notifications | Notifications gadget]]. This is a feature for application developers.

'''Localization'''

Language localization is now supported for the SocialMiner user interface and online help. Once a language pack is installed, an additional drop-down will appear on the sign-in page to select the language. Each signed in user will be able to choose language preference. Cisco will post localization files shortly after the release of SocialMiner 8.5(3). See [[#Downloading_and_Installing_Language_Packs|Downloading and Installing Language Packs]].

'''Reply Templates'''

* There is a new Cisco Facebook reply template. It is the default template option for [[#Facebook Fan Page Feed Type |Facebook Fan Page feeds]]. Use of the Cisco Facebook reply template requires authorization of an account to post on Facebook. You can authorize one Facebook account per Fan Page. Once the Authorization is allowed, any SocialMiner user can post to the Facebook Fan Page without having their own Facebook account.

* The Cisco Twitter reply template is now the default template option for Twitter Account and Twitter Stream feeds.

* [http://groups.google.com/group/twitter-api-announce/browse_thread/thread/e954fc0f8b5aa6ec?pli=1 Twitter Permission level changes] require that existing SocialMiner users delete and reauthorize Twitter Account Feeds in order to continue receiving Direct Messages. Authorizations made on or after May 24, 2011 forward do not require re-authorization.

'''User Interface'''

* Navigation has changed in the User Interface. The "Results" tab is renamed "Home" and is in the first tab position on the navigation bar. The Home tab is now the default page you see when you sign in.

* The selection of which social contact states to display is now done with a dropdown list on the Home tab. This was formerly done by using checkboxes on the Settings page. The dropdown list options are: ''Show Open'', ''Show Handled'', or ''Show Discarded''. ''Open'' social contacts are those that are Unread and those that are Reserved. See [[#The_Home_Tab|The Home Tab]].

* When an agent changes the state of a social contact or add/removes a tag for that social contact, all other agents working in that campaign see the event in real time.

* The [[#System Administration |System Administration gadget]] now shows:
** the number of Logged in Users.
** the status of the Hardware (indicates if the SocialMiner system was installed on the Cisco provided VMWare template).
** the state of the external XMPP server used for sending Instant Message Notifications.
** a new checkbox for Mail Server configuration: the Use SSL | TLS checkbox, which defaults to unchecked. Check this if the mail server supports secure connection, for example, smtp.gmail.com. The mail server certificate is not validated.
** Proxy Settings (moved from Feeds gadget).

'''XMPP BOSH Eventing'''

SocialMiner sends asynchronous state change and tag update events to an XMPP client using the XMPP Publish-Subscribe protocol.
Changes to the state of social contacts and the addition/deletion of tags update the interface of all agents who are working in a campaign. (No need to refresh.)

Three additional ports are now used by SocialMiner for XMPP BOSH eventing. See [[#Ports|Ports]].

If agents will be accessing SocialMiner 8.5(3) through a firewall, they will not see realtime updates if ports 7071 and 7443 are blocked. (They will need to click Refresh.) Open those two ports to allow agents working in the same campaign to see realtime social contact state changes and tagging updates.

= Upgrading to SocialMiner Release 8.5(3) =

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(3) 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(3). Release 8.5(3) includes all features and changes of Release 8.5(2). 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)].
*If you are on Release 8.5(2), you can upgrade directly to Release 8.5(3).

You can upgrade using the Command Line Interface (CLI). You can also upgrade using the Software Upgrades tool in Cisco Unified Operating System Administration.
The upgrade can run unattended and may take several hours to complete.

== 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 the 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.

== Upgrading using the Command Line Interface ==

#Download the 8.5(3) 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_8.5.3.10000-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_8.5.3.10000-X.sgn.iso
File version: 8.5.3.10000-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_8.5.3.10000-XX.sgn.iso

The system upgrade was successful. A switch version request has been submitted.
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 CLI.
Please verify the system restarts and the correct version is active.
</pre>
The system reboots after the upgrade is complete.

= 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 the server.

See [[SocialMiner Browsers|SocialMiner Browsers]] for information on supported browsers. [[Image:SocialMiner login853.png|thumb|right|450px|]]

Entering the URL opens a sign in page where you enter your username and password. The first time you sign in, you must sign in with the application username and password that you created during the installation.

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]]

[[#Train Filters on the Home Tab | Train Filters]]

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

The SocialMiner Home tab provides a dynamic "Inbox" for viewing and responding to [[#What is a Social Contact? | social contacts]]. No social contacts will appear on this gadget until you:

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

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

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 other 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 search criteria of SocialMiner, that tweet is captured by SocialMiner and stored in the datastore as a social contact.
# An agent's reply to that tweet is captured as 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.
*Screen Pop URL (the URL that can be used to open/view that social contact with SocialMiner UI)
*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 (replied to) by an agent.

'''Show Discarded''' - These social contacts have been discarded by an agent.

=== 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: 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, then 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|]]

SocialMiner provides the ability to 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:

* 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 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'''.

'''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.

Note that the reply template is customizable. The instructions above pertain to the default Cisco Facebook reply template. If your administrator has provided a custom reply template, then 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. (Separate multiple tags by commas.) 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.

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 five common/recently used tags for the selected campaign appear as 'suggested tags' links to the right of the Tag button. 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 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 filters. Although tags and 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.

= Train Bayesian Filters on the Home Tab =

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 dispay 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 similer 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: ''Filter out social contacts like this one''.)

To disable training mode, return to 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:SocialMinerfeeds853.png|thumb|right|300px|]]

Topics:

*[[#Adding_and_Editing_Feeds|Adding and Editing Feeds]]
*[[#Feed_Types|Feed Types]]
**[[#RSS_and_Authenticated_RSS_Feed_Types|RSS and Authenticated RSS Feed Types]]
**[[#Facebook_Fan_Page_Feed_Type|Facebook Fan Page Feed Type]]
**[[#Push_Feed_Type|Push Feed Type]]
**[[#Twitter_Account_Feed_Type|Twitter Account Feed Type]]
**[[#Twitter_Stream_Feed_Type|Twitter Stream Feed Type]]
*[[#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 SocialMinder 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.

== 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. Note that the fields depend on the feed type you select.

Note: 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.)

Note also that if you change a feed (rename it, change the URL and polling interval), you do not need to re-add it to the
campaign.

== Feed Types ==

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

*[[#RSS_and_Authenticated_RSS_Feed_Types|RSS and Authenticated RS]]
*[[#Facebook_Fan_Page_Feed_Type|Facebook Fan Page]]
*[[#Push_Feed_Type|Push Feed]]
*[[#Twitter_Account_Feed_Type|Twitter Account]]
*[[#Twitter_Stream_Feed_Type|Twitter Stream]]

 

=== RSS and Authenticated RSS Feed Types ===

RSS is one of the simplest and most widely-available means for SocialMiner to capture social contacts, as there are many forum and blog sites that support [http://en.wikipedia.org/wiki/RSS RSS].

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]. 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, 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.

Some sites allow the URL to specify the number of results on a page in the URL. Using this feature to set the number of results to return and regulating the polling interval optimizes system performance and reduces 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:
*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_for_Feeds|Polling Interval]] - Number of minutes to wait between refreshing this feed.
*[[#Minimum_Age_for_Feeds|Minimum age]] - The number of hours old for a post before it is included as a result. This allows you to exclude recent posts.
Click '''Save''' to save the feed.

=== Facebook Fan Page Feed Type ===

'''About Facebook Fan Page Feeds'''

The Facebook Fan Page Feed type captures all of the 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:
*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_for_Feeds|Polling Interval]] - Number of minutes to wait between refreshing this feed.
*[[#Minimum_Age_for_Feeds|Minimum age]] - The number of hours old for a post 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.

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 authenicated 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 Type ===

The push feed type allows you to "push" social contacts directly to SocialMiner through HTTP GET requests.

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

'''1.''' Enter or edit the following fields.

*Name
*Description
*Reply template - The reply template to be used for replying to social contacts obtained from this feed.

'''2.''' Save the Push Feed.

'''3.''' Click the saved Push Feed from the list of Feeds to edit it. You see a Sample Code link.

The sample link contains working HTML code that displays the form fields you need to make the GET request to your feed.

These include Title, Author, and Description (body) of the social contact, as well as any SocialMiner tags that you want applied to that social contact.

Copy this code to your HTML page and edit the fields as needed. When submitted, it is authenticated against SocialMiner, and a URL to the new social contact is returned.

If the specified tags are associated with notification rules, the notifications will trigger immediately when the social contact is submitted. If the Push feed is to be automatically called by an application, be careful not to overload SocialMiner and your notification networks (email and XMPP).

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

Form submissions still require authentication against SocialMiner. A URL to the new social contact is returned after the form is submitted.

A URL to the new social contact is returned after the form is submitted.

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 Type ===

'''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.

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''.

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.

If the user is already logged in to Twitter with the same username as specified in the feed configuration, 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), 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:''' 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.

'''Configuring a Twitter Account Feed'''
#Access the Feed Gadget.
#Click '''Add''.
#Select the Twitter Account feed type, and enter or following fields:.
*Name
*Description
*Username - A valid Twitter username.
*Password - Password for the Twitter username.
*[[#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 for a post 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.
4. Click '''Save'''.

'''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.

=== Twitter Stream Feed Type ===

'''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-too". This type of context is not available when capturing Tweets via RSS.

 '''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.
*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. Defaults to the Cisco Twitter Reply Template.
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.

Five minutes is the default SocialMiner polling interval for feeds.

=== Minimum Age for Feeds ===

The ''minimum age setting'' filters 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 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 configurable 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, 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]], which are used to narrow the set of social contacts that are added to the campaign.

'''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 ==

The Campaign Gadget on the Configuration tab 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
*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, new campaigns added to the system (perhaps by another user) appear in the list. When new social contacts are added to a campaign, the social contact count increments.

== 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.

*Name
*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 that Campaign. Filters are optional.

The gadget displays a list of Feeds "Available" with arrows to move the Feeds into "selected" and thereby include them in the campaign. At least one Feed must 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 Configuration tab also allows you to add [[#Filters|filters]] to the campaign.

== 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:

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

 Filters are are created with the Filter gadget on the Configuration tab and are applied to campaigns in the Campaign Gadget, similar to adding and removing feeds.

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. The filters exclude social contacts from the feeds so that "filtered-out" social contacts do not display in the campaign and "filtered-in" social contacts do.

A basic use of the filters feature is to filter out "spam" and pass relevant social contacts to the intended Campaign topic, but filters can be trained for any purpose including sentiment analysis. Multiple filters may be applied to one campaign, creating opportunities to layer filtering strategies to fine tune results.

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.

== Adding and Editing Filters ==

To add a filter, click Add.

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

You can add/edit the following, and then click Save to save your changes:

*Type - Select the type (Bayesian or Author) from the drop-down.

*Name - A name for this filter. It must be unique.

*Description - Some text to describe this filter.

*Authors - Applies to Author filters only. One or more authors to exclude from the feed. Enter the author name and click Add.

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.

== Types of Filters ==

SocialMiner supports two types of filters:

*Bayesian - A trainable filter to omit social contacts from results based on how the filter is trained. See [[#Train Bayesian Filters on the Home Tab |Train Bayesian Filters on the Home Tab]].

*Author - A filter that omits specified authors from results.

=== 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-programed or configured with business rules. They are trained by 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 in a campaign. After a sufficient amount of training, the filter begins to exclude unwanted
social contacts from a campaign.

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 "Flip" could return posts about footwear and gymnastics. If the purpose of the campaign is to capture posts about Flip brand video recorders, the Bayesian Filter can be trained to exclude the social contacts about footwear or gymnastics.

* 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|]]

To successfully use a Bayesian filter, you must train it. Filter training is enable on the [[#Settings |Settings page]] and performed on the Home tab.

You can train a filter using any campaign. Choose a campaign with some social contacts and open the Settings page to select the 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.

=== Author Filters ===

View a [http://www.youtube.com/watch?v=9RafH_8KV5c&hd=1 video] about using Author Filters.

The Author filter allows you to exclude specific social contacts 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. Also, it improves the accuracy of the reporting metrics by excluding your posts.

To create a filter, use the Filter Configuration Gadget. Bayesian filters are created by selecting Bayesian as the type after you add a new filter and providing a name and description. You must train Bayesian filters. Author filters are created by selecting Author as the type and by providing a name, description, and one or more authors.

== 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 Application User, created during install time, can see the Administration Tab and the three gadgets on it.'''

[[Image:SocialMinerSystemAdministration853.png|thumb|right|300px|]] 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 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 shows status for the main services - Datastore, Indexer, Runtime, and Eventing - and for the Hardware profile. It also shows the status of the Mail Server and the external XMPP Server used for Instant Messaging notifications.

Additionally, the System Statistics section provides 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 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.

== 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: The IP address or Hostname of the Mail Server.
*Mail Server Port: 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: 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: If User Authentication is checked, then this user name is used to sign in.
*Password: The password for the above 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:SocialMinerFeedsProxySettings853.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, 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.
*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.

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

== 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.

== 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 CUIC and third-party applications to access the reporting database. Details on the tables in the reporting database are available in the SocialMiner Developer's 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 dump all system parameters into a large XML file for download. System performance is impacted while the snapshot is occurring.

= Notifications =

'''Only 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 notifications. Notifications are email messages or IMs that are sent when a social contact is [[#Tagging_Social_Contacts|tagged on the Home tab]] or is configured with an [[#Automatic_Tags_for_Feeds|automatic tag]]. 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].

'''Note:'''

*You must [[#Mail_Server|configure a Mail Server]] in the System Administration gadget before Email notifications can be sent.
*You must [[#Xmpp_Server|configure an XMPP Server]] in the System Administration gadget before IM notifications can be sent.

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 - 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 - The name of the notification.
#Description - A brief description of the notification.
#Campaign (select) - Select a campaign to which you are associating this notification.
#Tag - Define the tag for this notification. Notifications are sent when a social contact is tagged with this tag and exists in the Campaign above.
#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>.
#Subject - The email subject for this notification. This field is only available 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 supports variables that allow you to customize the content.

'''Note:''' If you do not add any text to the body of the message, than just the URL to the social contact in the results gadget is sent. If you add any text to the body then you must specify the variables you want included in the body of the notification. The URL to the social content is not sent automatically if you add text to the body.

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.

For example, if the body an email notification is set to:

: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>.

Then 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.

However, if the same notification were sent using an IM notification then the HTML tags would be visible in the IM.

= Reply Templates =

'''Only 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. By default, the gadget displays the two system templates -- Cisco Twitter and Cisco Facebook -- 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 and Twitter Stream feeds only, for which it is the default option)

*Cisco Facebook Reply Template (used for [[#Facebook_Fan_Page_Feed_Type|Facebook Fan Page feeds]] only, for which it is the default option)

'''Custom Templates''': An example of a 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.

See also [http://docwiki.cisco.com/wiki/SocialMiner_Labs#Lab_8_Using_Reply_Templates the Custom Reply training lab].

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 www.cisco.com] shortly after the English-language version of SocialMiner 8.5(3) is released.

The filename is SocialMiner-languagePack-8.5.3.zip.

Downloading and unzipping the file gives you 18 language packs with the file extension of ''##.cop.sgn''.

'''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 Release 8.5(3) 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.

= 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 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.

= 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]]
*[[#Sizing|Sizing]]
*[[#Twitter_Accounts_and_Security|Twitter Accounts and Security]]
*[[#SocialMiner_User_Accounts_and_Security|SocialMiner User 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 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. 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 5222''' is used for pure XMPP to the XMPP/Eventing server.

'''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.

== 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.
|}

 

== 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.

== 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.

=== 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 4.0 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 . 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 2011 Cisco Systems, Inc. All rights reserved.''

[[Category:Cisco_SocialMiner]]

SocialMiner User Interface - XMPP shows Error Icon

2011-09-08T14:45:30Z

Rfarber: /* SocialMiner User Interface - XMPP shows Error Icon */

== SocialMiner User Interface - XMPP shows Error Icon ==

{| border="1"
|-
! '''Problem Summary'''
|The server status of XMPP in the System Administration gadget shows an error condition.
|-
! '''Error Message'''
| Red icon, indicating failed network connection.
|-
! '''Possible Cause'''
| The password for your XMPP service has changed, and you did not edit the XMPP configuration in SocialMiner to update the changed password.
|-
! '''Recommended Action'''
|
#Select XMPP Server on the System Administration gadget.
#Click Edit and disable (uncheck) Enabled and Enable Service Lookup.
#Save the changes.
#Verify that your XMPP service for Instant Messaging works correctly.
#Select XMPP Server on the System Administration gadget.
#Click Edit and enable (check) Enabled and Enable Service Lookup.
#Enter your new password.
#Save the changes.

The status will change to a green checkmark in a short time.
|-
! '''Release'''
| Release 8.5(3)
|-
! '''Associated CDETS #'''
| CSCts55570
|-
|}

[[Category:Cisco SocialMiner, Release 8.5]]

SocialMiner User Interface - Twitter Feed Disabled

2011-09-08T13:42:48Z

Rfarber: /* SocialMiner User Interface - Twitter Feed Disabled */

== SocialMiner User Interface - Twitter Feed Disabled ==

{| border="1"
|-
! '''Problem Summary'''
| Twitter RSS Feeds set up in Releases 8.5(1) and 8.5(2) stop working.
|-
! '''Error Message'''
| The icon in the Feeds gadget is red, indicating an error that the network cannot connect to the feed.
|-
! '''Possible Cause'''
| Twitter has removed the RSS link on Twitter Search. Twitter still supports ATOM feeds. If you set up the feed before the RSS link was removed, you need to change the query.
|-
! '''Recommended Action'''
| Select and edit the feed and change the query by adding ''.atom'' before the query.
An example of an incorrect (failing) URL is http://search.twitter.com/search?q=apple
Changing the URL to http://search.twitter.com/search.atom?q=apple will enable the feed.
|-
! '''Release'''
| Releases 8.5(3) and 8.5(2)
|-
! '''Associated CDETS #'''
| None
|-
|}

[[Category:Cisco SocialMiner, Release 8.5]]