Verifying Social Media contact routing to agents

Last Updated : Sep 12, 2020 |
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You can verify to ensure that the social media contacts are routed to agents by using the SMSVendorSnapin service.
Important:
The SMSVendorSnapin service is only for testing purposes. Do not use this service in your production environment.
Before you begin
  • Ensure that the Social Media Snap-in is available in Omni Channel Administration.
  • Ensure that the Social agent is available in Avaya Control Manager.
  • Get the snapin keys or the gateway identifiers that is available in Omni Channel Administration Social Gateway Details panel.
  1. On your web browser, enter the following URL:
    ADDITIONAL INFORMATION:
    https://<AvayaOceanaCluster3_FQDN>/services/SMSVendorSnapin/ SMSTest.html.
  2. To obtain the identifier or the gatewayID for the agent, click Gateway Accounts.
    STEP RESULT:
    The SMSVendorSnapin service displays the Get Gateway Accounts page.
  3. In the Key field, enter the snapin key for example, snapinSMS and click Get Gateways.
    STEP RESULT:
    The Response section on the right displays the identifiers.
  4. Note the identifier or the gateway ID that you require for future routing.
  5. Click Send Social Message into Gila.
  6. On the Send New Social Message page, do the following:
    1. In the From Name field, enter the name of the sender that you want the work card to display in Avaya Workspaces.
    2. In the From Account field, enter the user ID of the sender.
    3. In the To field, enter the identifier or the gateway ID that you noted earlier.
    4. In the Message Text field, type the sample message text.
    5. In the Messaging Service field, type the name of the service that you are using to deliver the message. For example, twittermessage, twitterdm, facebook
    6. In the Message Type field, type the type of message for example, TEXT_PUBLIC or TEXT_PRIVATE.
  7. Click Send Social Message.
  8. In Avaya Workspaces, verify that a ready agent received the message.
  9. Answer the Social contact.
  10. Verify that the message details and number are correct.
  11. Continue to verify Social contact configuration in your solution.