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Deploy Social Messaging Server with a Facebook Channel

For a Facebook channel, you need two installation packages: Social Messaging Server and Genesys Driver for Use with Facebook. The Driver adds Facebook-specific features to Social Messaging Server and does not require its own Application object in the Configuration Server database. You can also create a Custom Media Channel Driver.

Important
As of version 8.1.1, Social Messaging Server does not require Java Environment and Libraries for eServices and UCS.

  1. Deploy Social Messaging Server.
  2. Run the installation for Genesys Driver for Use with Facebook selecting the desired Social Messaging Server object:
    Select your social Messaging Server Object
  3. Locate the driver-for-facebook-options.cfg configuration file in the \<Social Messaging Server application>\media-channel-drivers\channel-facebook directory.
  4. In Configuration Manager, open your Social Messaging Server Application, go to the Options tab, and import driver-for-facebook-options.cfg.

Set the following options:

Section Option Example
channel-<any name>

driver-classname

com.genesyslab.mcr.facebook.driver.FacebookDriver

inbound-route

101:facebook_queue

reconnection-timeout

115

x-access-token

Any valid access string. See the Access String Retrieving the Access String.

x-access-token-secret

Any valid access string.

x-history-time-period

2592000

x-inbound-media

facebook

x-inbound-media-chat

facebooksession

x-itx-resubmit-attempts

5

x-itx-resubmit-delay

90

x-itx-submit-timeout

15

x-max-comments-per-post-to-process

50

x-max-objects-per-request

50

x-posts-buffer-size

1000

x-publish-access-token

Any valid token string.

x-sampling-period

240

x-sampling-time-buffer

120

x-submit-comments-itx

false

x-submit-internal-itx

false

channel-<any name>-monitor-<any name>

access-token

The value of the x-acess-token option.

history-time-period

7200

history-writing-frequency

500

inbound-media

The value of the x-inbound-media option.

inbound-media-chat

The value of the x-inbound-media-chat option

max-objects-per-request

200

monitor-type

generic

query

Any valid query string.

sampling-period

1000

sampling-time-buffer

The value of the x-sampling-time-buffer option.

submit-comments-itx

The value of the x-submit-comments-itx option.

submit-internal-itx

The value of the x-submit-internal-itx option.

settings

hide-attached-data

false

media-accounts-monitoring

true

subject-size

40

For information on how to configure the options, see the options for SM Server.

As of release 8.1.201, Facebook Driver supports Facebook Private Messaging, where messages can be exchanged between between a User and a Page. The monitor-type option is now mandatory and does not have a default value. If this option is missing, empty, or has an invalid value, Facebook Driver starts and prints an error message in the log, but the monitor is not created. In this situation, you can change monitor-type to any valid value and the Driver then works immediately.

Important
Once a monitor is created, you cannot change its type. Instead, you must delete the monitor and recreate it with the desired monitor type.

To enable Private Messaging, configure the options below:

Option Description
id The Facebook Page ID.
monitor-type Set the value to private-messaging.
access-token Must be a Page access token. This is mandatory for a private messaging monitor. If the option is missing, it is read from the channel-<anyname> section.
history-time-period Set this value to the point, in the past, where the Driver will start reading private messages.
max-messages-per-fql-request This option is treated the same for private-messaging as max-posts-per-fql-request is for the generic monitor type.
Note: starting with release 8.1.210.01, this option is replaced by max-objects-per-request.
sampling-period This option is treated the same for private-messaging as it is for the generic monitor type.
inbound-media Set to facebook. This string is put into UserData with the key _umsMediaType.
inbound-media-chat Be sure the value is facebooksession (the default value). This string is put into UserData with the key _umsMediaTypeChat.

Configuring Chat Server for Facebook session mode

You must use a separate Chat Server for Facebook private messages.
The following steps are performed with Genesys Administrator, but can also be completed in Configuration Manager.

  1. Open Genesys Administrator and navigate to PROVISIONING > Environment > Application.
  2. Select the application defined for Social Messaging Server and click Edit....
  3. Configure the connections:
    • In the Connections section of the Configuration tab, click the Add button. The Browse for applications panel opens. Select the Genesys application defined for the Chat Server, then click OK.
    • Repeat the previous step to add a connection to Solution Control Server.
  4. Navigate to PROVISIONING > Environment > Application and select the application defined for Chat Server. Click Edit....
  5. Select the Options tab and click New.
    • For Section, enter endpoints:*tenant_dbid*, where *tenant_dbid* is the ID of your tenant.
    • Enter FacebookInboundQueue for Name.
    • Enter Facebook Inbound Queue for Value.
    • Click OK.
  6. Set the following options:
    • stop-abandoned-interaction=false
    • transcript-auto-save=1 or 2
  7. Ensure the following options are set to their default values:
    • use-contact-server=true
    • session-restoration-mode=none
  8. Click Save & Close.
  9. Navigate to PROVISIONING > Environment > Application and select the application defined for Social Messaging Server. Click Edit....
  10. Select the Options tab. In the channel-<any name> section, set the second access point in the inbound-route option to the corresponding endpoint in Chat Server (see step 5). For example, 101:FacebookInboundQueue.
The second access point is set to the endpoint in Chat Server

11. Click Save & Close.


Requirement for Posting and Commenting

In order for the Genesys Desktop Plugin to display the Delete, Delete Post, Comment, and Share buttons, it checks the _facebookCanComment and _facebookCanDeleteComments keys in the interaction's attached data. This means that, if the Facebook account holder did not set permissions to let everybody post/comment on the account holder's wall, the agent must "like" the poster's page or add him as a friend to be able to post on the wall. The same holds for an autoresponse if it is included into the strategy: if we do not "like" the poster, or if he or she did not set permissions to let everybody post/comment on the wall, our post/comment will fail and a Facebook POST failed exception will be written in the log.

This page was last modified on November 20, 2018, at 10:40.

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