Deploying Cisco Unified Contact Center
Enterprise (UCCE) with Cisco Unified
Customer Voice Portal 11.5 (CVP)
Integrating Cisco Unified CCE with SocialMiner 11.5
Faisal H. Khan
C.E.O – VoiceBootcamp
Inc.
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Overview
• Customer-care system that provides the ability to capture, filter, queue, and report
on social contacts for social media engagement teams and contact center teams
• Internet postings, voice callback requests, task requests, Email messages, and 'clickto-chat' requests captured by SocialMiner are referred to as contacts
• Stores the contacts and groups them into user-defined campaigns
• Each campaign obtains contacts from one or more feeds
• Presents chat, Twitter, Facebook and RSS contacts to customer-care personnel who
can search, review, categorize, and respond to them
• Setup and administration are done through a browser-based interface that
uses OpenSocial Gadgets
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• Cisco Unified Communications Operating System (Unified OS), an operating system
based on Redhat Linux.
• Informix® embedded database. This database contains the SocialMiner
configuration and reporting data.
• Cassandra data store. This data store contains the contacts.
• Solr indexer. This indexer contains contact search data.
• Cisco SocialMiner runtime software.
• OpenFire server for XMPP BOSH eventing
• SocialMiner supports integration with most user-generated content sites using
standard RSS
• SocialMiner also supports direct integrations to Twitter® and Facebook®
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Installation
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Getting Started with SocialMiner
• Login to the SocialMiner
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The SocialMiner Interface
• Contacts
•Internet postings
•voice callback requests
•task requests
•Email messages
• SocialMiner collects and routes the contacts to the contact
center for an agent to handle
• All contacts remain in the data store until they are purged
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Home Tab
• Is a dynamic "Inbox" for viewing and responding to contacts
• Contacts are arranged by campaign and appear on the Home
tab
–at least one feed
–at least one campaign
–the feed is added to the campaign
–the campaign is selected from the Please select a campaign
• A message bar appears periodically at the top of the page
indicating that there are one or more new contacts in the
campaign
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Working with Contacts
• Six possible states for a contact: Unread, Reserved, Draft,
Handled, Discarded, and Queued
• Tagging Contacts - labels that allow you to categorize contacts,
to track workflow, and to set up notifications
• Contacts in the queued state are not editable from the
SocialMiner user interface
• Tags are not case sensitive. Multiple tags must be separated by
commas
• Replying to Contacts - new social contact opens in the chat
campaign and the customer waits for an agent when a customer
submits a chat form
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SocialMiner Configuration
• Feeds - feed is a stream of contacts coming from a single
source. SocialMiner uses a process called de-duplication to
automatically remove duplicate contacts
• Campaigns
• Reply Templates
• Filters
• Notifications
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System Administration
• Software versions
• Server status
• Active Directory - to manage and administer user access to the
system
• All users, with the exception of the administration and
reporting users, must be configured on a Microsoft Active
Directory server to access SocialMiner
• AD connection permits users configured in AD to access
SocialMiner
• Multiple, independent groups that require isolated security and
permissions should each deploy their own SocialMiner system
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CCE Configuration for Multichannel
Routing
• Media routing peripheral gateway (MR PG) server and a port is
required to connect to SocialMiner
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