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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.


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
If you are configuring private messaging be sure to consult the Important note on this option.

reconnection-timeout

115

x-access-token

Any valid access string

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

workspace-location

c:\smserv-workspace\


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

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

You must:


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 10:25.

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