Jump to: navigation, search

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.


Warning
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 Retrieve the Access Token and subsequent steps.

x-history-time-period

2592000

x-history-writing-frequency

3

x-inbound-media

facebook

x-itx-resubmit-attempts

3

x-itx-resubmit-delay

30

x-itx-submit-timeout

10

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

50

x-max-listed-posts-per-request

This option is for use by Genesys Professional Services only; retain the default.

x-max-objects-per-request

1000

x-posts-buffer-size

1000

x-publish-access-token

Any valid token string

x-sampling-period

240

x-sampling-time-buffer

30

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

The value of the x-history-time-period option

history-writing-frequency

The value of the x-history-writing-frequency option

id

The valid ID of a Facebook object to monitor

inbound-media

The value of the x-inbound-media option

max-comments-per-post-to-process

The value of x-max-comments-per-post-to-process

max-listed-posts-per-request

The value of the x-max-listed-posts-per-request option

max-objects-per-request

The value of the x-max-objects-per-request option

monitor-type

generic or search

posts-buffer-size

The value of the x-posts-buffer-size option

publish-access-token

Any valid access token

query

Any valid query string

sampling-period

The value of the x-sampling-period option

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

esp-proc-timeout

60

hide-attached-data

true

subject-size

25

session-chat-request-timeout

30

session-max-number

10

session-shutdown-timeout

180


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, all in the channel-anyname-monitor-anyname section:

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.
history-writing-frequency These options are treated the same for private-messaging as they are for the generic monitor type.
max-objects-per-request
sampling-period
sampling-time-buffer
inbound-media The string that will be put into UserData with the key _umsMediaType.
Note: For versions 8.1.4 and later of the Genesys Driver for use with Facebook, inbound-media cannot be configured on the Channel level for private-messaging monitors; it must be configured individually for each private-messaging monitor. In 8.1.4, the default value for private-messaging monitors is facebooksession.

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.

Interaction Attributes

The Driver for Use with Facebook provides a number of interaction attributes. A reference listing is available on a separate page.

Sample Business Processes and Database Scripts

Optionally, install the sample Business Processes for Social Media. This installation includes database upgrade scripts that you can run to add fields to the Interaction Server database.


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 10:35.

Feedback

Comment on this article:

blog comments powered by Disqus