8.5.400.00

Business Process for Use with Twitter Release Notes

Release Date	Release Type	Restrictions	AIX	Linux	Solaris	Windows
12/09/16	Hot Fix					X

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What's New

This release contains the following new features and enhancements:

• A new sample Business Process, Twitter BP - Threaded Routing, demonstrates the grouping of tweets of the same type from the same user. A description of the Business Process and a list of objects installed with the Business Process are available.

Resolved Issues

This release contains no resolved issues.

Upgrade Notes

To deploy and use Twitter BP - Threaded Routing, do as follows:

1. Install:
   • Social Media Plug-in for Workspace version 8.5.400.83 or higher
   • Cloud API Driver for Twitter 8.5.400.53 or higher
   • Cloud API Driver for Facebook 8.5.400.67 or higher (required only if you have both Facebook and Twitter channels in the same Social Messaging Server).
2. Run the AlterTableInteractionsForTwitter854.sql script, provided by Genesys, on the Interaction Server database.
3. Add new Business Attributes and a configuration option: using Configuration Manager or Genesys Administrator, add the following objects to the Tenant where the Business Process is to be installed:
   Tip

   • All attribute names and values are case-sensitive.
   • For all the Attributes that you add, ensure that the permissions in the Security tab are set in the same way as for the existing _facebookPostId attribute
   • Business Attributes > Interaction Attributes > Attribute Values > _twitterGroupId.
     In the Annex tab add a new section settings and in it add an option called is-sortable with the value true
   • Business Attributes > InteractionCustomProperties > Attribute Values > _twitterGroupId.
     In the Annex tab add a new section translation and in it add an option called translate-to with the value twitterGroupId
   • Business Attributes > InteractionCustomProperties > Attribute Values > _twitterInBufferBeforeTarget.
     In the Annex tab add a new section translation and in it add an option called translate-to with the value twitterInBufferBeforeTarget.
   • Business Attributes > InteractionCustomProperties > Attribute Values > _twitterInQueueAtTarget.
     In the Annex tab add a new section translation and in it add an option called translate-to with the value twitterInQueueAtTarget.
   • In the Social Messaging Server section for the relevant Twitter channel (channel-Twitter-*any-name*), add an option called grouping-timeout and give it a value in the range 10–3600. This is the timespan, in seconds, within which tweets must arrive in order to be grouped together.
4. Install the Business Process Twitter BP - Threaded Routing:
   1. Open Interaction Routing Designer (IRD) and import (File > Import) the file Twitter BP - Threaded Routing.wie, supplied by Genesys.
   2. Double click any Business Process from the list to open Interaction Designer (second IRD window) for editing the Business Process.
   3. Deactivate the old Business Process strategies: Right-click Twitter BP and select Deactivate Strategies.
   4. In Interaction Designer, connect twitter_queue and Social Messaging Server by drawing a linking arrow. Alternatively, you can manually edit (in Genesys Administrator or Configuration Manager) Social Messaging Server's twitter_queue option (endpoints: <related_tenantId> section). Set the value to Twitter TR Inbound Queue, then refresh Interaction Designer (File > Refresh)
   5. Activate the new Business Process strategies: Right-click Twitter BP - Threaded Routing and select Activate Strategies.
5. Check queues: Stop Social Messaging Server, then use Genesys Administrator or Configuration Manager to check the following objects:
   • Social Messaging Server > Options tab > endpoints: <related_tenantId> > twitter_queue must have the value Twitter TR Inbound Queue.
   • Workspace Desktop Edition > Options tab > interaction-workspace > twitter.default-queue must have the value Twitter TR Outbound Init Queue.
   • Workspace Desktop Edition > Options tab > interaction-workspace > twitter.outbound-queue must have the value Twitter TR Outbound Queue.
6. Start Social Messaging Server.
7. Restart the following components:
   1. Universal Routing Server
   2. Universal Contact Server
   3. Interaction Server