Can't reply to a twitter message

cavagnaro · April 17, 2013, 7:19am

Hi guys,
I’m configuring this Twitter with IWS and so far I can receive twits successfully but can’t reply. The error I get on IXN is:


04:10:28.640 Trc 26015 Received message 'RequestSubmit' ('101') from client 'IWS_jcornejo' - Proxy:6:1960, message attributes:
	attr_itx_subtype [str] = "OutboundReply"
	attr_prnt_itx_id [str] = "01PGAH2HDQ16P02P"
	attr_user_data [list, size (unpacked)=44, user data may be hidden] = 
	attr_itx_type [str] = "Outbound"
	attr_tenant_id [int] = 101
	attr_out_queues [list, size (unpacked)=93] = 
	   'Twitter Outbound Queue' [str] = ""
	attr_is_online [int] = 0
	attr_media_type [str] = "twitter"
	attr_in_queues [list, size (unpacked)=81] = 
	   '__STOP__' [str] = ""
	attr_prxy_client_id [int] = 7
	attr_ref_id [int] = 14
	attr_received_at [str] = "0001-01-01T02:00:00Z"

04:10:28.687 Trc 23102 Cannot resolve queue for submit while processing request 'RequestSubmit' from client 7:1960, reference id: 14
04:10:28.687 Trc 26019 Sending message 'EventError' ('126') to client '2000' - Agent application:7:1960 through proxy 'IWS_jcornejo' - Proxy:6:1960, message attributes:
	attr_ref_id [int] = 14
	attr_prxy_client_id [int] = 7
	attr_error_code [int] = 91
	attr_error_desc [str] = "Cannot resolve queue for submit"

My IWS values are (on the plugin template):


[interaction-workspace]
display-format.interaction-twitter-name=$Interaction.Type$ ($Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$)
intercommunication.twitter.queue=
intercommunication.twitter.routing-base-actions=
intercommunication.twitter.routing-based-targets=
twitter.auto-answer=false
[b]twitter.default-queue=Twitter Outbound Init Queue[/b]
twitter.hashtag-regex=#(\w+)
twitter.image-attachment-char-length=21
twitter.image-attachment-max-size=5120
twitter.max-chars=140
twitter.mention-regex=@(\w+)
[b]twitter.outbound-queue=Twitter Outbound Queue[/b]
twitter.prompt-for-done=false
twitter.response-wait-time=10000
twitter.shortened-url-char-length=20
twitter.subject-max-chars=100
twitter.toast-information-key=Subject
twitter.url-regex=(http|https|ftp)\://[a-zA-Z0-9\-\.]+\.[a-zA-Z]{2,3}(:[a-zA-Z0-9]*)?/?([a-zA-Z0-9\-\._\?\,\'/\\\+&amp;%\$#!\=~])*[^\.\,\)\(\s]?

I’m just testing the sample strategies provided and the queues do match the names.

Another weird issue I have is that under IRD/Business Processes I can’t see the SocialMediaServer under the Media Servers lists, I have chat, esj but not SMServer…which I find very weird. Already checked permissions as applications are running under system account and all seems ok…

On IXN startup I can see:


03:30:57.531 Trc 21001 Loaded queue configuration, queue name: 'Twitter Outbound Queue', tenant id: '101', state: enabled

Which makes me think that the Interaction Queue is correctly loaded…and that the name matches…

Any ideas would be great!
Thanks!

Kubig · April 17, 2013, 10:04am

RequestSubmit from your IWS did not contain attribute queue - like this:

http://2013-04-17T11:48:56.604 Trc 26015 Received message 'RequestSubmit' ('101') from client 'med_iws_agent01' - Proxy:7:1620, message attributes:
	attr_itx_subtype [str] = "OutboundReply"
	attr_prnt_itx_id [str] = "0220DH2HDSMPE00V"
	attr_queue [str] = "iq_Twitter_Out"
	attr_user_data [list, size (unpacked)=44] = 
	attr_itx_type [str] = "Outbound"
	attr_tenant_id [int] = 101
	attr_out_queues [list, size (unpacked)=85] = 
	   'iq_Twitter_Out' [str] = ""
	attr_is_online [int] = 0
	attr_media_type [str] = "twitter"
	attr_in_queues [list, size (unpacked)=81] = 
	   '__STOP__' [str] = ""
	attr_prxy_client_id [int] = 8
	attr_ref_id [int] = 49
	attr_received_at [str] = "0001-01-01T00:00:00Z"

which version exactly of IWS,SMS and IXN are you using? Or try to use same queue for default and outbound option on IWS object in CME.

Another weird issue I have is that under IRD/Business Processes I can't see the SocialMediaServer under the Media Servers lists, I have chat, esj but not SMServer...which I find very weird. Already checked permissions as applications are running under system account and all seems ok...

Where exactly you did not see a SMS server?

Rene · April 17, 2013, 11:08am

Cav,

Please specify the ‘Twitter Outbound Init Queue’ queue as queue for new interaction in your routing strategy (Route Interaction / Interaction Queue / Queue for New Interaction).

R.

cavagnaro · April 17, 2013, 3:10pm

Hi guys,
Versions:
IWS: 8.1.4 (Lastest one)
SocialServer: 8.1.200.04
Twitter Driver:8.1.200.17
IXN:8.1.200.27

René, I did try that too but didn’t work neither. I did it on the other way (set the queue on all values as Kubig also suggested) and still fails.
I do find it very strange also as Kubig says the missing parameter, however I think it is hidden:

Here is a screenshot of my strategy:
http://pasteboard.co/1LlhJOiX.png

Also you can see here that on the left under Media Servers objects Social Media Server is missing…according to documentation (and logic) it should be there.

http://pasteboard.co/1LlXTXMf.png Here is the target object on my strategy.

cavagnaro · April 17, 2013, 3:30pm

Ok, so unhide attached data and this is it:


2:28:57.453 Trc 26015 Received message 'RequestSubmit' ('101') from client 'IWS_jcornejo' - Proxy:6:1928, message attributes:
	attr_itx_subtype [str] = "OutboundReply"
	attr_prnt_itx_id [str] = "01PGAN2HDS5E800H"
	attr_user_data [list, size (unpacked)=44] = 
	attr_itx_type [str] = "Outbound"
	attr_tenant_id [int] = 101
	attr_out_queues [list, size (unpacked)=93] = 
	   'Twitter Outbound Queue' [str] = ""
	attr_is_online [int] = 0
	attr_media_type [str] = "twitter"
	attr_in_queues [list, size (unpacked)=81] = 
	   '__STOP__' [str] = ""
	attr_prxy_client_id [int] = 7
	attr_ref_id [int] = 18
	attr_received_at [str] = "0001-01-01T02:00:00Z"

12:28:57.453 Trc 23102 Cannot resolve queue for submit while processing request 'RequestSubmit' from client 7:1928, reference id: 18
12:28:57.453 Trc 26019 Sending message 'EventError' ('126') to client '2000' - Agent application:7:1928 through proxy 'IWS_jcornejo' - Proxy:6:1928, message attributes:
	attr_ref_id [int] = 18
	attr_prxy_client_id [int] = 7
	attr_error_code [int] = 91
	attr_error_desc [str] = "Cannot resolve queue for submit"

same thing

Rene · April 17, 2013, 4:15pm

Cav,

Do you get the same error message when both Queue for New Interaction and ‘twitter.default-queue’ are set to ‘Twitter Outbound Init Queue’? Does the queue ‘Twitter Outbound Init Queue’ exist?

Have you checked IW log?

R.

cavagnaro · April 17, 2013, 7:01pm

Will try that just in case.
Yes Queue does exist, will post the IXN logs when monitors it.
IWS logs just say “Error” which is the propagation of the IXN error.

Kubig · April 18, 2013, 6:35am

Both options should be configured with “Twitter Outbound Queue” value. I did try to do new deployment of eServices in my lab and all works fine - very odd.

cavagnaro · April 18, 2013, 4:29pm

??? Tried setting both to the same value (both possible queues) and same issue
Kubig, would you be so kind so share with me your IWS, URS and IXN options and connections?
Thanks

Kubig · April 19, 2013, 11:26am

I have send required info via private message

cavagnaro · April 19, 2013, 4:04pm

;D Thanks! Will check them

Kubig · April 29, 2013, 8:20am

So..what’s new Cav?

cavagnaro · April 29, 2013, 3:31pm

:-X That I have now like a list of 30 more important tasks lol
As this is my personal lab will have to wait a few days until I finish customers requirements first
Thanks for pointing it back