Cisco SocialMiner Release Notes, Release 10.0(1)
First Published: December 12, 2013
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CONTENTS
CHAPTER 1
What's New in SocialMiner Release 10.0(1) 1
Agent Request feature 1
Chat invitation link 1
Other changes 2
CHAPTER 2
Caveats for Open and Resolved Defects 3
CHAPTER 3
Bug Search Tool 5
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Contents
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CHAPTER
1
What's New in SocialMiner Release 10.0(1)
These features and enhancements were introduced with this release of SocialMiner.
• Agent Request feature, page 1
• Chat invitation link, page 1
• Other changes, page 2
Agent Request feature
The CCE Agent Request feature (provided by integration with SocialMiner) enables customers to provide a
'request a call from an agent' function to their end users. End-user requests are collected by SocialMiner and
passed to CCE agent queues.
SocialMiner provides a Callback API used by a custom application to request a phone call from a contact
center agent. The API works in conjunction with SocialMiner callback feeds, campaigns, and notifications to
pass callback requests to the contact center for routing.
The Callback API:
• Allows custom applications to initiate a callback.
• Forwards the callback request and callback details to CCE using a notification mechanism (the Connection
to CCE notification type) through a Media Routing (MR) connection.
• Allows custom applications to retrieve the state of the callback as well as the estimated wait time (EWT)
until an agent becomes available.
• Allows custom applications to cancel a requested callback.
Chat invitation link
When responding to Facebook and Twitter social contacts, agents now have the capability to invite end
customers to join them in a chat session by clicking on an 'Insert Chat Invitation' button.
The Insert Chat Invitation button appears in the Twitter and Facebook reply templates after a Chat Invitation
Feed has been defined.
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What's New in SocialMiner Release 10.0(1)
Other changes
Agents click this button to insert a placeholder into a tweet or facebook post that is sent to the customer. The
customer clicks on the link in the agent's post to enter the chat session.
Other changes
Other changes in this release:
SocialMiner is supported on VM ESXi 5.1 only for this release.
SocialMiner is supported on the IE9 and Firefox 24 browsers.
SocialMiner still supports the IE8 browser for agent and customer chat.
Automated checking was added for self-signed certificates on ports 443 and 7443 when using the Firefox
version 24 browser (and there is now a prompt for user acceptance of both).
A single language pack COP file installs all supported language variants.
An alerts indicator on the user interface tells the user when there are contacts that require attention.
The Facebook Reply template now includes Facebook user profile information similar to the way the Twitter
reply template does.
The Open state was replaced with Unread and Reserved states.
Events for chat contacts have been added to XMPP Bosh eventing.
The Chat Feed chat proxy URL changed from /chatproxy/api/chat to /ccp/chat.
A Documentation link on the top right corner of the user interface opens a new window displaying the
SocialMiner documentation site on Cisco.com.
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CHAPTER
2
Caveats for Open and Resolved Defects
Cisco Release Notes include tables listing all open and resolved (those that have been fixed since the last
release) defects of the following severity levels:
• Severity level of 1 or 2
• Severity level 3 (if found by customer use)
Note
There are no open defects in this release.
There are no known issues that have been closed without resolution in this release.
Table 1: Defects resolved in this release
Identifier
Severity
Headline
CSCue76034
1
SocialMiner OAuth requests to Twitter fails due to REST API change
CSCuh50114
2
Twitter Stream Feeds Are Not Receiving Tweets from Twitter
CSCua52872
2
SM prompts for token authentication after 30mins of chat
CSCua61355
2
Solr Process crashes with non-supported incoming rate of social
contacts
CSCub00885
2
Can't sign back into chat agent once ive been signed out
CSCuc94671
2
SocialMiner replies to Twitter fail 100% due to REST API change
CSCud38708
3
Facebook feed unable to retrieve wall posts
CSCua69104
3
Reply template cannot authenticate to SocialMiner
CSCuf25568
3
Hostname or IP address change not supported with SocialMiner
CSCuh75341
3
Facebook Fan pages become unauthorized every couple hours
Cisco SocialMiner Release Notes, Release 10.0(1)
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Caveats for Open and Resolved Defects
Identifier
Severity
Headline
CSCui30228
3
Documentation for Facebook and Twitter SocialMiner api is
misleading
CSCui38000
3
Facebook comments not retrieved
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CHAPTER
3
Bug Search Tool
If you have an account with Cisco.com, you can use the Bug Search tool to find caveats of any severity for
any release.
Access the Bug Search tool at https://www.cisco.com/cisco/psn/bssprt/bss. Enter the bug identifier in the
search box and press return or click Search.
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Bug Search Tool
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