Administering Avaya Social Media Manager

Release 6.2.x July 2016 © 2012-2016, Avaya, Inc. IF YOU DO NOT WISH TO ACCEPT THESE TERMS OF USE, YOU All Rights Reserved. MUST NOT ACCESS OR USE THE HOSTED SERVICE OR AUTHORIZE ANYONE TO ACCESS OR USE THE HOSTED Notice SERVICE. While reasonable efforts have been made to ensure that the Licenses information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA the right to make changes and corrections to the information in this WEBSITE, HTTPS://SUPPORT.AVAYA.COM/LICENSEINFO, document without the obligation to notify any person or organization UNDER THE LINK “AVAYA SOFTWARE LICENSE TERMS (Avaya of such changes. Products)” OR SUCH SUCCESSOR SITE AS DESIGNATED BY AVAYA, ARE APPLICABLE TO ANYONE WHO DOWNLOADS, Documentation disclaimer USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASED “Documentation” means information published in varying mediums FROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AVAYA which may include product information, operating instructions and CHANNEL PARTNER (AS APPLICABLE) UNDER A COMMERCIAL performance specifications that are generally made available to users AGREEMENT WITH AVAYA OR AN AVAYA CHANNEL PARTNER. of products. Documentation does not include marketing materials. UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING, Avaya shall not be responsible for any modifications, additions, or AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE deletions to the original published version of Documentation unless WAS OBTAINED FROM ANYONE OTHER THAN AVAYA, AN such modifications, additions, or deletions were performed by or on AVAYA AFFILIATE OR AN AVAYA CHANNEL PARTNER; AVAYA the express behalf of Avaya. End User agrees to indemnify and hold RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU harmless Avaya, Avaya's agents, servants and employees against all AND ANYONE ELSE USING OR SELLING THE SOFTWARE claims, lawsuits, demands and judgments arising out of, or in WITHOUT A LICENSE. BY INSTALLING, DOWNLOADING OR connection with, subsequent modifications, additions or deletions to USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, this documentation, to the extent made by End User. YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING, DOWNLOADING OR USING THE Link disclaimer SOFTWARE (HEREINAFTER REFERRED TO Avaya is not responsible for the contents or reliability of any linked INTERCHANGEABLY AS “YOU” AND “END USER”), AGREE TO websites referenced within this site or Documentation provided by THESE TERMS AND CONDITIONS AND CREATE A BINDING Avaya. Avaya is not responsible for the accuracy of any information, CONTRACT BETWEEN YOU AND AVAYA INC. OR THE statement or content provided on these sites and does not APPLICABLE AVAYA AFFILIATE (“AVAYA”). necessarily endorse the products, services, or information described Avaya grants You a license within the scope of the license types or offered within them. Avaya does not guarantee that these links will described below, with the exception of Heritage Nortel Software, for work all the time and has no control over the availability of the linked which the scope of the license is detailed below. Where the order pages. documentation does not expressly identify a license type, the Warranty applicable license will be a Designated System License. The applicable number of licenses and units of capacity for which the Avaya provides a limited warranty on Avaya hardware and software. license is granted will be one (1), unless a different number of Refer to your sales agreement to establish the terms of the limited licenses or units of capacity is specified in the documentation or other warranty. In addition, Avaya’s standard warranty language, as well as materials available to You. “Software” means computer programs in information regarding support for this product while under warranty is object code, provided by Avaya or an Avaya Channel Partner, available to Avaya customers and other parties through the Avaya whether as stand-alone products, pre-installed on hardware products, Support website: https://support.avaya.com/helpcenter/ and any upgrades, updates, patches, bug fixes, or modified versions getGenericDetails?detailId=C20091120112456651010 under the link thereto. “Designated Processor” means a single stand-alone “Warranty & Product Lifecycle” or such successor site as designated computing device. “Server” means a Designated Processor that by Avaya. Please note that if You acquired the product(s) from an hosts a software application to be accessed by multiple users. authorized Avaya Channel Partner outside of the United States and “Instance” means a single copy of the Software executing at a Canada, the warranty is provided to You by said Avaya Channel particular time: (i) on one physical machine; or (ii) on one deployed Partner and not by Avaya. software virtual machine (“VM”) or similar deployment. “Hosted Service” means an Avaya hosted service subscription that License types You acquire from either Avaya or an authorized Avaya Channel Partner (as applicable) and which is described further in Hosted SAS Designated System(s) License (DS). End User may install and use or other service description documentation regarding the applicable each copy or an Instance of the Software only on a number of hosted service. If You purchase a Hosted Service subscription, the Designated Processors up to the number indicated in the order. foregoing limited warranty may not apply but You may be entitled to Avaya may require the Designated Processor(s) to be identified in support services in connection with the Hosted Service as described the order by type, serial number, feature key, Instance, location or further in your service description documents for the applicable other specific designation, or to be provided by End User to Avaya Hosted Service. Contact Avaya or Avaya Channel Partner (as through electronic means established by Avaya specifically for this applicable) for more information. purpose. Hosted Service Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, THE FOLLOWING APPLIES ONLY IF YOU PURCHASE AN AVAYA so long as only the licensed number of Units are accessing and using HOSTED SERVICE SUBSCRIPTION FROM AVAYA OR AN AVAYA the Software at any given time. A “Unit” means the unit on which CHANNEL PARTNER (AS APPLICABLE), THE TERMS OF USE Avaya, at its sole discretion, bases the pricing of its licenses and can FOR HOSTED SERVICES ARE AVAILABLE ON THE AVAYA be, without limitation, an agent, port or user, an e-mail or voice mail WEBSITE, HTTPS://SUPPORT.AVAYA.COM/LICENSEINFO account in the name of a person or corporate function (e.g., UNDER THE LINK “Avaya Terms of Use for Hosted Services” OR webmaster or helpdesk), or a directory entry in the administrative SUCH SUCCESSOR SITE AS DESIGNATED BY AVAYA, AND ARE database utilized by the Software that permits one user to interface APPLICABLE TO ANYONE WHO ACCESSES OR USES THE with the Software. Units may be linked to a specific, identified Server HOSTED SERVICE. BY ACCESSING OR USING THE HOSTED or an Instance of the Software. SERVICE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE Database License (DL). End User may install and use each copy or DOING SO (HEREINAFTER REFERRED TO INTERCHANGEABLY an Instance of the Software on one Server or on multiple Servers AS “YOU” AND “END USER”), AGREE TO THE TERMS OF USE. IF provided that each of the Servers on which the Software is installed YOU ARE ACCEPTING THE TERMS OF USE ON BEHALF A communicates with no more than one Instance of the same COMPANY OR OTHER LEGAL ENTITY, YOU REPRESENT THAT database. YOU HAVE THE AUTHORITY TO BIND SUCH ENTITY TO THESE CPU License (CP). End User may install and use each copy or TERMS OF USE. IF YOU DO NOT HAVE SUCH AUTHORITY, OR Instance of the Software on a number of Servers up to the number indicated in the order provided that the performance capacity of the CONSUMER OR OTHER USES IN WHICH IT DOES NOT RECEIVE Server(s) does not exceed the performance capacity specified for the REMUNERATION TO (i) ENCODE VIDEO IN COMPLIANCE WITH Software. End User may not re-install or operate the Software on THE AVC STANDARD (“AVC VIDEO”) AND/OR (ii) DECODE AVC Server(s) with a larger performance capacity without Avaya’s prior VIDEO THAT WAS ENCODED BY A CONSUMER ENGAGED IN A consent and payment of an upgrade fee. PERSONAL ACTIVITY AND/OR WAS OBTAINED FROM A VIDEO PROVIDER LICENSED TO PROVIDE AVC VIDEO. NO LICENSE IS Named User License (NU). You may: (i) install and use each copy or GRANTED OR SHALL BE IMPLIED FOR ANY OTHER USE. Instance of the Software on a single Designated Processor or Server ADDITIONAL INFORMATION MAY BE OBTAINED FROM MPEG per authorized Named User (defined below); or (ii) install and use LA, L.L.C. SEE HTTP://WWW.MPEGLA.COM. each copy or Instance of the Software on a Server so long as only authorized Named Users access and use the Software. “Named Service Provider User”, means a user or device that has been expressly authorized by Avaya to access and use the Software. At Avaya’s sole discretion, a THE FOLLOWING APPLIES TO AVAYA CHANNEL PARTNER’S “Named User” may be, without limitation, designated by name, HOSTING OF AVAYA PRODUCTS OR SERVICES. THE PRODUCT corporate function (e.g., webmaster or helpdesk), an e-mail or voice OR HOSTED SERVICE MAY USE THIRD PARTY COMPONENTS mail account in the name of a person or corporate function, or a SUBJECT TO THIRD PARTY TERMS AND REQUIRE A SERVICE directory entry in the administrative database utilized by the Software PROVIDER TO BE INDEPENDENTLY LICENSED DIRECTLY that permits one user to interface with the Software. FROM THE THIRD PARTY SUPPLIER. AN AVAYA CHANNEL PARTNER’S HOSTING OF AVAYA PRODUCTS MUST BE Shrinkwrap License (SR). You may install and use the Software in AUTHORIZED IN WRITING BY AVAYA AND IF THOSE HOSTED accordance with the terms and conditions of the applicable license PRODUCTS USE OR EMBED CERTAIN THIRD PARTY agreements, such as “shrinkwrap” or “clickthrough” license SOFTWARE, INCLUDING BUT NOT LIMITED TO MICROSOFT accompanying or applicable to the Software (“Shrinkwrap License”). SOFTWARE OR CODECS, THE AVAYA CHANNEL PARTNER IS REQUIRED TO INDEPENDENTLY OBTAIN ANY APPLICABLE Heritage Nortel Software LICENSE AGREEMENTS, AT THE AVAYA CHANNEL PARTNER’S “Heritage Nortel Software” means the software that was acquired by EXPENSE, DIRECTLY FROM THE APPLICABLE THIRD PARTY Avaya as part of its purchase of the Nortel Enterprise Solutions SUPPLIER. Business in December 2009. The Heritage Nortel Software is the WITH RESPECT TO CODECS, IF THE AVAYA CHANNEL software contained within the list of Heritage Nortel Products located PARTNER IS HOSTING ANY PRODUCTS THAT USE OR EMBED at https://support.avaya.com/LicenseInfo under the link “Heritage THE G.729 CODEC, H.264 CODEC, OR H.265 CODEC, THE Nortel Products” or such successor site as designated by Avaya. For AVAYA CHANNEL PARTNER ACKNOWLEDGES AND AGREES Heritage Nortel Software, Avaya grants Customer a license to use THE AVAYA CHANNEL PARTNER IS RESPONSIBLE FOR ANY Heritage Nortel Software provided hereunder solely to the extent of AND ALL RELATED FEES AND/OR ROYALTIES. THE G.729 the authorized activation or authorized usage level, solely for the CODEC IS LICENSED BY SIPRO LAB TELECOM INC. SEE purpose specified in the Documentation, and solely as embedded in, WWW.SIPRO.COM/CONTACT.HTML. THE H.264 (AVC) CODEC IS for execution on, or for communication with Avaya equipment. LICENSED UNDER THE AVC PATENT PORTFOLIO LICENSE FOR Charges for Heritage Nortel Software may be based on extent of THE PERSONAL USE OF A CONSUMER OR OTHER USES IN activation or use authorized as specified in an order or invoice. WHICH IT DOES NOT RECEIVE REMUNERATION TO: (I) Copyright ENCODE VIDEO IN COMPLIANCE WITH THE AVC STANDARD (“AVC VIDEO”) AND/OR (II) DECODE AVC VIDEO THAT WAS Except where expressly stated otherwise, no use should be made of ENCODED BY A CONSUMER ENGAGED IN A PERSONAL materials on this site, the Documentation, Software, Hosted Service, ACTIVITY AND/OR WAS OBTAINED FROM A VIDEO PROVIDER or hardware provided by Avaya. All content on this site, the LICENSED TO PROVIDE AVC VIDEO. NO LICENSE IS GRANTED documentation, Hosted Service, and the product provided by Avaya OR SHALL BE IMPLIED FOR ANY OTHER USE. ADDITIONAL including the selection, arrangement and design of the content is INFORMATION FOR H.264 (AVC) AND H.265 (HEVC) CODECS owned either by Avaya or its licensors and is protected by copyright MAY BE OBTAINED FROM MPEG LA, L.L.C. SEE HTTP:// and other intellectual property laws including the sui generis rights WWW.MPEGLA.COM. relating to the protection of databases. You may not modify, copy, reproduce, republish, upload, post, transmit or distribute in any way Compliance with Laws any content, in whole or in part, including any code and software You acknowledge and agree that it is Your responsibility for unless expressly authorized by Avaya. Unauthorized reproduction, complying with any applicable laws and regulations, including, but not transmission, dissemination, storage, and or use without the express limited to laws and regulations related to call recording, data privacy, written consent of Avaya can be a criminal, as well as a civil offense intellectual property, trade secret, fraud, and music performance under the applicable law. rights, in the country or territory where the Avaya product is used. Third Party Components Preventing Toll Fraud “Third Party Components” mean certain software programs or “Toll Fraud” is the unauthorized use of your telecommunications portions thereof included in the Software or Hosted Service may system by an unauthorized party (for example, a person who is not a contain software (including open source software) distributed under corporate employee, agent, subcontractor, or is not working on your third party agreements (“Third Party Components”), which contain company's behalf). Be aware that there can be a risk of Toll Fraud terms regarding the rights to use certain portions of the Software associated with your system and that, if Toll Fraud occurs, it can (“Third Party Terms”). As required, information regarding distributed result in substantial additional charges for your telecommunications Linux OS source code (for those products that have distributed Linux services. OS source code) and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply is available Avaya Toll Fraud intervention in the products, Documentation or on Avaya’s website at: https:// If You suspect that You are being victimized by Toll Fraud and You support.avaya.com/Copyright or such successor site as designated need technical assistance or support, call Technical Service Center by Avaya. The open source software license terms provided as Third Toll Fraud Intervention Hotline at +1-800-643-2353 for the United Party Terms are consistent with the license rights granted in these States and Canada. For additional support telephone numbers, see Software License Terms, and may contain additional rights benefiting the Avaya Support website: https://support.avaya.com or such You, such as modification and distribution of the open source successor site as designated by Avaya. software. The Third Party Terms shall take precedence over these Software License Terms, solely with respect to the applicable Third Security Vulnerabilities Party Components to the extent that these Software License Terms impose greater restrictions on You than the applicable Third Party Information about Avaya’s security support policies can be found in Terms. the Security Policies and Support section of https:// support.avaya.com/security. The following applies only if the H.264 (AVC) codec is distributed with the product. THIS PRODUCT IS LICENSED UNDER THE AVC PATENT PORTFOLIO LICENSE FOR THE PERSONAL USE OF A Suspected Avaya product security vulnerabilities are handled per the Avaya Product Security Support Flow (https:// support.avaya.com/css/P8/documents/100161515). Downloading Documentation For the most current versions of Documentation, see the Avaya Support website: https://support.avaya.com, or such successor site as designated by Avaya. Contact Avaya Support See the Avaya Support website: https://support.avaya.com for product or Hosted Service notices and articles, or to report a problem with your Avaya product or Hosted Service. For a list of support telephone numbers and contact addresses, go to the Avaya Support website: https://support.avaya.com (or such successor site as designated by Avaya), scroll to the bottom of the page, and select Contact Avaya Support. Trademarks The trademarks, logos and service marks (“Marks”) displayed in this site, the Documentation, Hosted Service(s), and product(s) provided by Avaya are the registered or unregistered Marks of Avaya, its affiliates, its licensors, its suppliers, or other third parties. Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark. Nothing contained in this site, the Documentation, Hosted Service(s) and product(s) should be construed as granting, by implication, estoppel, or otherwise, any license or right in and to the Marks without the express written permission of Avaya or the applicable third party. Avaya is a registered trademark of Avaya Inc. All non-Avaya trademarks are the property of their respective owners. Linux® is the registered trademark of Linus Torvalds in the U.S. and other countries. Contents

Chapter 1: Introduction...... 9 Understanding administration...... 9 Audience...... 10 Purpose...... 10 Related documents...... 11 Chapter 2: Social media gateways...... 12 Understanding gateways...... 12 Gateway Settings field descriptions...... 12 Add Gateway field descriptions...... 14 Edit Gateway field descriptions...... 15 Adding a gateway...... 15 Editing a gateway...... 16 Deleting a gateway...... 16 Monitoring channels...... 17 Configuring gateway diagnostics...... 17 Chapter 3: Social media channels...... 19 Understanding channels...... 19 Channel Settings field descriptions...... 19 Add Channel field descriptions...... 20 Edit Channel field descriptions...... 22 Adding a channel...... 24 Editing a channel...... 25 Deleting a channel...... 25 Chapter 4: Social media sources...... 26 Understanding sources...... 26 Source Settings field descriptions...... 26 Add sources field descriptions...... 27 Edit Sources field descriptions...... 27 Adding a source...... 28 Editing a source...... 28 Deleting a source...... 29 Chapter 5: Social media users...... 30 Understanding users...... 30 User Settings field descriptions...... 31 Add User field descriptions...... 33 Edit users field descriptions...... 36 Adding a user...... 39 Editing a user...... 40 Deleting a user...... 40

July 2016 Administering Avaya Social Media Manager 5 Comments on this document? [email protected] Contents

Adding a Social Media Manager system user...... 41 Editing a Social Media Manager system user...... 41 Deleting a Social Media Manager system user...... 42 Adding a user to the spam users list...... 43 Deleting a user from the spam users list...... 43 Adding a user to the whitelist users list...... 44 Deleting a user from the Whitelist users list...... 44 Chapter 6: Text processing...... 45 Understanding the text processing...... 45 Relevance...... 46 Understanding relevance...... 46 Relevance field descriptions...... 46 Configuring Relevance for text processing...... 48 Relevance Dependence...... 49 Relevance Dependence field descriptions...... 49 Configuring Relevance Dependence for text processing...... 50 Classification...... 51 Understanding Classification...... 51 Classification field descriptions...... 52 Configuring the Classification menu for text processing...... 53 Stopwords...... 55 Understanding stopwords...... 55 Stopwords field descriptions...... 55 Searching stopwords...... 57 Adding a new stop word...... 57 Dictionary Words...... 58 Understanding dictionary...... 58 Dictionary field descriptions...... 59 Searching dictionary words...... 60 Adding a new word in a dictionary...... 60 Verbs...... 61 Understanding verbs...... 61 Verbs field descriptions...... 62 Searching verbs...... 63 Adding new verbs...... 63 Emoticons...... 64 Understanding emoticons...... 64 Emoticons field descriptions...... 65 Searching emoticons...... 65 Adding a new emoticon...... 66 Entities...... 67 Understanding entities...... 67 Entities field descriptions...... 67

July 2016 Administering Avaya Social Media Manager 6 Comments on this document? [email protected] Contents

Searching entities...... 68 Adding a new entity...... 69 Sentiments...... 70 Understanding sentiment...... 70 Sentiment Words field descriptions...... 70 Searching sentiment words...... 72 Adding a new sentiment word...... 72 Negations...... 73 Negation words field descriptions...... 73 Searching negation words...... 74 Adding a new negation word...... 75 Chapter 7: Database maintenance...... 76 Understanding the database maintenance...... 76 Purging the data from database tables...... 77 Setting the Data Retention column...... 77 Set scheduler...... 78 Vacuuming the tables in a database...... 79 Re-indexing tables...... 79 Archiving the data from the database...... 80 Monitoring the database tables size...... 82 Tuning the Postgres database...... 83 Chapter 8: Reports...... 85 Understanding the River of News report...... 86 River of News field descriptions...... 86 Viewing the River of News report...... 87 Understanding the Traffic Daily report...... 88 Understanding the Total Monthly Traffic report...... 89 Understanding the Top 10 Tweeters report...... 90 Understanding the Top 10 Tweeters Influencers report...... 91 Understanding the Top 10 Facebook Users report...... 92 Understanding the Top 10 Twitter Devices report...... 93 Understanding the Sentiment Daily report...... 94 Understanding the Sentiment Monthly report...... 95 Understanding the Daily Twitter Classification report...... 96 Understanding the Monthly Twitter Classification report...... 97 Understanding the Daily Facebook Classification report...... 98 Understanding the Monthly Facebook Classification report...... 99 Understanding the Daily Facebook Posts and Responses report...... 100 Understanding the Monthly Facebook Posts and Responses report...... 101 Chapter 9: Backup and restore...... 103 Understanding the backup and restore process in Social Media Manager...... 103 Appendix A: Generating and configuring the Tomcat server certificate...... 105 Appendix B: Preparing social media sites for Social Media Manager ...... 107

July 2016 Administering Avaya Social Media Manager 7 Comments on this document? [email protected] Contents

Creating a page in Facebook...... 107 Creating an application page on Facebook...... 108 Creating an access token for Facebook...... 109 Facebook gateway configuration...... 110 Facebook items process details...... 111 Advanced configurable parameters...... 111 Creating a Twitter account...... 114 Creating an application page on Twitter...... 114 Twitter time configuration field descriptions...... 116 Appendix C: Understanding the agent response interface...... 117 Post tab...... 118 Tweet tab...... 119 Analysis tab...... 119 Location tab...... 120 History tab...... 121 Response History tab...... 121 Response Assistant tab...... 121 Client Promotions tab...... 121 Appendix D: Configuring SMM in Avaya Aura Contact Center...... 122 Social Network Configuration...... 122 Configuring the Social Networking System Default Rule...... 123 Configuring Social Networking channels...... 124 Adding a new Social Networking language...... 124 Configuring Social Networking mailboxes...... 125 Configuring an agent for social networking...... 127 Configuring mailboxes for transferred Social Networking contacts...... 128

July 2016 Administering Avaya Social Media Manager 8 Comments on this document? [email protected] Chapter 1: Introduction

Social Media Manager is a solution that: • Gathers potential interactions from social media channels like Facebook, Twitter, YouTube, RSS, and other open sources. • Analyzes the interactions using an Analysis Engine. • Processes the Social Media content efficiently and automatically. • Provides tools and integration capabilities to integrate the interactions with Avaya contact center products for further processing and to use the Agent time effectively. Using the Social Media Manager administration interface, you can administer, configure, and maintain tasks related to Social Media Manager. The administrative tasks include: • Defining and configuring the Social Media Manager gateway. • Defining and configuring the social media users and users with administrative privileges to gain access to Social Media Manager. • Setting up the text processing rules to determine relevance and classify interactions. • Establishing real-time monitoring of the groups as per the text processing rules. • Establishing rules for system maintenance.

Understanding administration You can use the Social Media Manager administration interface to control the system components, data processing options, and reports. After you install Social Media Manager, configure the components and the associated parameters of the components so that the Social Media Manager system can handle media information intelligently. You must administer your system using the following sequence: • Administering sources You must administer sources only if you add new sources other than Facebook and Twitter. • Administering users

July 2016 Administering Avaya Social Media Manager 9 Comments on this document? [email protected] Introduction

• Administering channels • Administering gateways • Administering text processing • Administering reports Note: You must log on to the Social Media Manager administration interface to perform any administrative tasks. To gain access to the administration interface, enter the following address in a Web browser: http://:/AvSMMAdmin Where is the IP address or the host name of the system where you installed Social Media Manager, and is the port number that the Social Media Manager uses.

Audience The Administering Avaya Social Media Manager guide is intended primarily for an authorized administrator who is responsible to configure and administer the Avaya Social Media Manager application. The Administrator can refer the Administering Avaya Social Media Manager guide to know: • The configuration of various Social Media Manager components, such as sources, gateways, channels, users, and text processing. • The various system and database maintenance processes that needs to be performed to keep the Social Media Manager application in a good working condition. • The backup and restore process • The required certificates for the Tomcat server • The registration process of social media sites with Social Media Manager

Purpose The purpose of this guide is to provide detailed information about various processes, such as application configuration, system and database maintenance, system backup and restore, server certificates generation, and social media sites registration that are required to be performed in Social Media Manager.

July 2016 Administering Avaya Social Media Manager 10 Comments on this document? [email protected] Related documents

Related documents You can refer the following guide, which is related to the Administering Avaya Social Media Manager guide: • Implementing Avaya Social Media Manager

July 2016 Administering Avaya Social Media Manager 11 Comments on this document? [email protected] Chapter 2: Social media gateways

Understanding gateways In Social Media Manager, the SMM gateway is a java process, which polls social media sites for search queries and sends the result to the corresponding dialog designer application. The SMM gateway accesses the social media sites either through direct internet connection or through a standard Web proxy server, which only supports HTTP Basic Authentication and Basic HTTP proxy configuration. Other protocols like HTTPS, SOCKS, and others, are not supported. After connecting with the social media sites, the SMM gateway uses the public social media site APIs and other authentication mechanisms to poll the content. By default, the SMM gateway supports direct connection with Facebook and Twitter. However, you can extend the support to other social media sites, such as RSS Feeds, YouTube, Google alerts, and RSS using the generic channel module of the SMM gateway. The SMM gateway reads the settings from the SMM database and based on that analyzes the content polled from the different social media site. You can configure the SMM gateway and set a particular dialog designer application to handle messages from a particular connector or channel. You can use gateways to monitor channels. Related links Adding a gateway on page 15 Editing a gateway on page 16 Deleting a gateway on page 16 Gateway Settings field descriptions on page 12 Add Gateway field descriptions on page 14 Edit Gateway field descriptions on page 15

Gateway Settings field descriptions Definition tab

Name Description Gateway Name of the gateway. Proxy Host The host name of the proxy server. Table continues…

July 2016 Administering Avaya Social Media Manager 12 Comments on this document? [email protected] Gateway Settings field descriptions

Name Description Proxy Port The port number used by the proxy server. Proxy User The name of the proxy user.

Button Description Add Adds a gateway. Edit Opens the Edit Gateway page. Using this page, you can modify the gateway details. Delete Deletes the selected gateway.

Channel binding tab

Name Description Gateway Name of the gateway for which you want to monitor channels. Not monitored List of channels not monitored. Monitored List of channels you want to monitor.

Button Description Add Adds the channel from the not monitored list to the monitored channel list. Remove Removes the selected channel from the list of monitored channels, and adds the removed channel entry in the list of channels that are not monitored.

Diagnostics tab

Name Description Gateway The name of the gateway. XMLFileCollect The name of the file the system selects to store the XML files queried from the social media channels in the log directory. Debug Select to store the debugging log files in the log directory. The log files contain various log levels such as Debug, Error, Fatal, Info, Trace, and Warn messages. Thread pool size Number of threads used to send items to the Dialog Designer workflow.

Button Description Save Saves the gateway diagnostics settings.

Related links Adding a gateway on page 15

July 2016 Administering Avaya Social Media Manager 13 Comments on this document? [email protected] Social media gateways

Editing a gateway on page 16 Deleting a gateway on page 16 Understanding gateways on page 12

Add Gateway field descriptions Use the following fields to add a gateway.

Name Description Gateway The name of the gateway that you want to add. Proxy Host The host name of the proxy server.

Note: The proxy host name must be a valid network address such as a fully qualified hostname or an IP address. Leave this field blank if there is no proxy host. Proxy Port The port number used by the proxy server.

Note: Leave this field blank if there is no proxy port. Proxy User The name of the proxy user that you want to add.

Note: Leave this field blank if there is no proxy user. Proxy Password The proxy password that you want to add.

Note: Leave this field blank if there is no proxy password.

Button Description Save Saves the new gateway.

Related links Adding a gateway on page 15 Editing a gateway on page 16 Deleting a gateway on page 16 Understanding gateways on page 12

July 2016 Administering Avaya Social Media Manager 14 Comments on this document? [email protected] Edit Gateway field descriptions

Edit Gateway field descriptions Use the following field to edit gateway.

Name Description Gateway The name of the gateway that you want to edit. Proxy Host The host name of the proxy server.

Note: Leave this field blank if there is no proxy port. Proxy User The name of the proxy user that you want to edit.

Note: Leave this field blank if there is no proxy user. Proxy Password The proxy password that you want to edit.

Note: Leave this field blank if there is no proxy password.

Button Description Save Saves the gateway settings.

Related links Adding a gateway on page 15 Editing a gateway on page 16 Deleting a gateway on page 16 Understanding gateways on page 12

Adding a gateway Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu in the left navigation pane, select System Administration > Gateway.

July 2016 Administering Avaya Social Media Manager 15 Comments on this document? [email protected] Social media gateways

3. On the Gateway Settings page, click the Definition tab. 4. Click Add. 5. In the Add Gateway dialog box, enter the values in the Add Gateway fields. 6. Click Save. Related links Understanding gateways on page 12 Gateway Settings field descriptions on page 12 Add Gateway field descriptions on page 14 Edit Gateway field descriptions on page 15

Editing a gateway Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu, in the left navigation pane, select System Administration > Gateway. 3. On the Gateway Settings page, click the Definition tab. 4. On the Definition tab, select the gateway. 5. Click Edit. 6. In the Edit Gateway dialog box, enter the following values in the Edit Gateway fields. 7. Click Save. Related links Understanding gateways on page 12 Gateway Settings field descriptions on page 12 Add Gateway field descriptions on page 14 Edit Gateway field descriptions on page 15

Deleting a gateway Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu, in the left navigation pane, select System Administration > Gateway. 3. On the Gateway Settings page, click the Definition tab.

July 2016 Administering Avaya Social Media Manager 16 Comments on this document? [email protected] Monitoring channels

4. On the Definition tab, select the gateway. 5. Click Delete. 6. Click Yes to delete the selected gateway, or click No to cancel the deletion. Related links Understanding gateways on page 12 Gateway Settings field descriptions on page 12 Add Gateway field descriptions on page 14 Edit Gateway field descriptions on page 15

Monitoring channels Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu, in the left navigation pane, select System Administration > Gateway. 3. On the Gateway Settings page, click the Channel Binding tab. 4. From the Gateway list, select the gateway for which you want to monitor the channels. 5. Select the channel you want to monitor from the Not monitored, and click Add. The system adds the selected channel to the Monitored list. 6. (Optional) To remove channels from the monitored channels list, select the channels from the Monitored list and click Remove.

Configuring gateway diagnostics Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu, in the left navigation pane, select System Administration > Gateway. 3. On the Gateway Settings page, click the Diagnostics tab. 4. From the Gateway list, select the gateway for which you want to add the diagnostics configuration. 5. Select XMLFileCollect if you want to store the XML files queried from the Social Media channels, in the log directory.

July 2016 Administering Avaya Social Media Manager 17 Comments on this document? [email protected] Social media gateways

6. Select Debug if you want to store the debugging messages in the log files. The log files contain various log levels such as Debug, Error, Fatal, Info, Trace, and Warn messages. 7. In the Thread pool size field, enter the number of parallel requests, that the gateway needs to make to the Avaya Aura® Orchestration Designer application hosting server.

July 2016 Administering Avaya Social Media Manager 18 Comments on this document? [email protected] Chapter 3: Social media channels

Understanding channels A channel in Social Media Manager indicates a specific route or path from a social media site to the Dialog Designer workflow through the Social Media Manager application. As the social media sites contain various types of information, the channel is used to search specific information on the social media site and accordingly route the searched result to the Dialog Designer workflow. You can create different channels for a single social media site, such as Facebook to search different types of information and route the searched results to Dialog Designer application for further processing. For example, in Social Media Manager, you can define channels, such as twflight from Twitter source to route information related to flights, fbMoneybnk from the Moneybank Facebook source page to route posts and comments that user enters. Related links Adding a channel on page 24 Editing a channel on page 25 Deleting a channel on page 25 Channel Settings field descriptions on page 19 Add Channel field descriptions on page 20 Edit Channel field descriptions on page 22

Channel Settings field descriptions Use the following fields to view the social media channels.

Name Description Source The list of sources includes: • All • Facebook • Twitter Table continues…

July 2016 Administering Avaya Social Media Manager 19 Comments on this document? [email protected] Social media channels

Name Description • RSS Group The list of groups created during adding channels. Channel The list of configured channels for the selected Source. Source The name of the selected Source. Configuration Displays the Page ID for Facebook, or Term for Twitter. Group The name of the group you select from the Group list. Is Enabled Enables or disables monitoring of the channel by the gateway.

Button Description Add Adds a channel. Edit Opens the Edit Channel page. Using this page, you can modify the channel details. Delete Deletes the selected channel. Details Opens a read-only page that displays the details for the selected channels.

Related links Adding a channel on page 24 Editing a channel on page 25 Deleting a channel on page 25 Understanding channels on page 19

Add Channel field descriptions Add channel for the Facebook source Use the following fields to add a channel for the Facebook source.

Name Description Channel The name of the channel that you want to add. Source Facebook User Account The user name of the social media user for the selected Source. Table continues…

July 2016 Administering Avaya Social Media Manager 20 Comments on this document? [email protected] Add Channel field descriptions

Name Description Application URI The URL of the default Avaya Aura® Orchestration Designer application that processes the posts or tweets.

Note: For example, if your search criteria relates to the Airlines industry, you can enter the domain name as Airlines. Is Enabled Enables or disables monitoring of the channel by the gateway. Group Name The group name of the channel. Page ID The ID of the page that you want to query, if you select Facebook in the Source list. Page Name The name of the page that you want to query, if you select Facebook in the Source list.

Button Description Save Saves the new channel for the Facebook source.

Add channel for the Twitter source Use the following fields to add a channel for the Twitter source.

Name Description Channel The name of the channel that you want to add. Source Twitter User Account The user name of the social media user for the selected Source. Application URI The URL of the default Avaya Aura® Orchestration Designer application that processes the posts or tweets.

Note: The Application URI must be a valid network address in the form of a fully qualified hostname or an IP address. Table continues…

July 2016 Administering Avaya Social Media Manager 21 Comments on this document? [email protected] Social media channels

Name Description Domain The domain name in which you want to categorize the search query for Facebook or the term for Twitter.

Note: For example, if your search criteria relates to the Airlines industry, you can enter the domain name as Airlines. Is Enabled Enables or disables monitoring of the channel by the gateway. Group Name The group name of the channel. Channel Monitor Type Displays the list of channel monitoring types, if you select Twitter. The list of channel monitoring types include: • Tweets • Direct Messages • @Mentions Term The term that you want to search on the Twitter pages.

Button Description Save Saves the new channel for the Twitter source.

Related links Adding a channel on page 24 Editing a channel on page 25 Deleting a channel on page 25 Understanding channels on page 19

Edit Channel field descriptions Edit channel for the Facebook source Use the following fields to edit a channel for the Facebook source.

Name Description Channel The name of the channel that you want to edit. Source Facebook Table continues…

July 2016 Administering Avaya Social Media Manager 22 Comments on this document? [email protected] Edit Channel field descriptions

Name Description User Account The user name of the social media user for the selected Source. Application URI The URL of the default Avaya Aura® Orchestration Designer application that processes the posts or tweets.

Note: The Application URI must be a valid network address in the form of a fully qualified hostname or an IP address. Domain The domain name in which you want to categorize the search query for Facebook. Is Enabled Enables or disables monitoring of the channel by the gateway. Group Name The group name of the channel. Page ID The ID of the page that you want to query, if you select Facebook in the Source list. Page Name The name of the page that you want to query, if you select Facebook in the Source list.

Button Description Save Saves the changes.

Edit channel for the Twitter source Use the following fields to edit a channel for the Twitter source.

Name Description Channel The name of the channel that you want to edit. Source Twitter User Account The user name of the social media user for the selected Source. Application URI The URL of the default Avaya Aura® Orchestration Designer application that processes the posts or tweets.

July 2016 Administering Avaya Social Media Manager 23 Comments on this document? [email protected] Social media channels

Name Description Is Enabled Enables or disables monitoring of the channel by the gateway. Group Name The group name of the channel. Channel Monitor Type Displays the list of channel monitoring types, if you select Twitter. The list of channel monitoring types include: • Tweets • Direct Messages • @Mentions Term The term that you want to search on the Twitter pages.

Button Description Save Saves the changes.

Related links Adding a channel on page 24 Editing a channel on page 25 Deleting a channel on page 25 Understanding channels on page 19

Adding a channel Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu, in the left navigation pane, select System Administration > Channels. 3. On the Channel Settings page, click Add. 4. In the Add Channel dialog box, enter the values for the Add Channel fields. 5. Click Save. Related links Understanding channels on page 19 Channel Settings field descriptions on page 19 Add Channel field descriptions on page 20 Edit Channel field descriptions on page 22

July 2016 Administering Avaya Social Media Manager 24 Comments on this document? [email protected] Editing a channel

Editing a channel Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu, in the left navigation pane, select System Administration > Channels. 3. On the Channel Settings page, select the channel that you want to edit. 4. Click Edit. 5. In the Edit Channel dialog box , modify the values for the Edit Channel fields. 6. Click Save. Related links Understanding channels on page 19 Channel Settings field descriptions on page 19 Add Channel field descriptions on page 20 Edit Channel field descriptions on page 22

Deleting a channel Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu, in the left navigation pane, select System Administration > Channels. 3. On the Channel Settings page, select the channel you want to delete. 4. Click Delete. 5. Click Yes to delete the selected channel, or click No to cancel the deletion. Related links Understanding channels on page 19 Channel Settings field descriptions on page 19 Add Channel field descriptions on page 20 Edit Channel field descriptions on page 22

July 2016 Administering Avaya Social Media Manager 25 Comments on this document? [email protected] Chapter 4: Social media sources

Understanding sources Sources are the social media sites, such as Facebook, Twitter, and RSS from which the SMM gateway polls the data in Social Media Manager. The data that SMM gateway polls from the social media sources include certain types of interactions, posts, comments, and additional items available through the API. Social Media Manager supports Facebook and Twitter as the default sources. However, you can extend this support to other social media sources. Note: If a user edits Facebook comments that Social Media Manager has already processed, Social Media Manager will not reprocess the edited Facebook comments. Related links Adding a source on page 28 Editing a source on page 28 Deleting a source on page 29 Source Settings field descriptions on page 26 Edit Sources field descriptions on page 27 Add sources field descriptions on page 27

Source Settings field descriptions Use this page to view the pre-configured sources.

Name Description Plugin The name of the plug-in. Base Class The name of the base class. Log Level The log level includes Debug, Error, Fatal, Info, Trace, and Warn messages in the log files.

July 2016 Administering Avaya Social Media Manager 26 Comments on this document? [email protected] Add sources field descriptions

Button Description Add Adds a plug-in. Edit Opens the Edit Channel page. Using this page, you can modify the plug-in details. Delete Deletes the selected plug-in. Details Opens a read-only page that displays the details for the selected plug-in.

Related links Adding a source on page 28 Editing a source on page 28 Deleting a source on page 29 Understanding sources on page 26

Add sources field descriptions Use the following fields to add the sources.

Name Description Plugin The name of the plug-in that you want to add. Base Class The name of the base class that you want to add. Log Level The log level includes Debug, Error, Fatal, Info, Trace, and Warn messages in the log files.

Button Description Add Adds a plug-in. Cancel Deletes the changes.

Related links Adding a source on page 28 Editing a source on page 28 Deleting a source on page 29 Understanding sources on page 26

Edit Sources field descriptions Use the following fields to edit sources.

July 2016 Administering Avaya Social Media Manager 27 Comments on this document? [email protected] Social media sources

Name Description Plugin The name of the plug-in that you want to edit. Base Class The name of the base class that you want to edit. Log Level The log level includes Debug, Error, Fatal, Info, Trace, and Warn messages in the log files.

Button Description Save Saves the changes. Cancel Deletes the changes.

Related links Adding a source on page 28 Editing a source on page 28 Deleting a source on page 29 Understanding sources on page 26

Adding a source Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu in the left navigation pane, select System Administration > Sources. 3. On the Source Settings page, click Add. 4. In the Add Source dialog box, enter or select the values for the Add Source fields. 5. Click Add. Related links Understanding sources on page 26 Source Settings field descriptions on page 26 Edit Sources field descriptions on page 27 Add sources field descriptions on page 27

Editing a source Procedure 1. Log on to the Social Media Manager Web page as an administrator.

July 2016 Administering Avaya Social Media Manager 28 Comments on this document? [email protected] Deleting a source

2. From the Social Media Manager main menu, in the left navigation pane, select System Administration > Sources. 3. On the Sources Settings page, select the source that you want to edit. 4. Click Edit. 5. In the Edit Source dialog box, modify the values for the Edit Source fields. 6. Click Edit. Related links Understanding sources on page 26 Source Settings field descriptions on page 26 Edit Sources field descriptions on page 27 Add sources field descriptions on page 27

Deleting a source Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu, in the left navigation pane, select System Administration > Sources. 3. On the Sources Settings page, select the source that you want to delete. 4. Click Delete. 5. Click Yes to delete the selected source or, click No to cancel the deletion. Related links Understanding sources on page 26 Source Settings field descriptions on page 26 Edit Sources field descriptions on page 27 Add sources field descriptions on page 27

July 2016 Administering Avaya Social Media Manager 29 Comments on this document? [email protected] Chapter 5: Social media users

Understanding users Users in Social Media Manager includes the following types of accounts and users: • Accounts for Social Media Manager to access the social media sites and perform any activity with any specific social media site. The activity includes searching posts, collecting social user contexts, and responding to posts. • An administrator user to administer and manage the Social Media Manager application. • Spam users to indicate Social Media Manager about the social media users that are identified as SPAM accounts. Social Media Manager ignores the posts received from a user identified as SPAM. • White list users to indicate Social Media Manager about the social media users who will never be identified as SPAM. Posts received from white list users are always pass through the spam check. Related links Adding a user on page 39 Editing a user on page 40 Deleting a user on page 40 Adding a Social Media Manager system user on page 41 Editing a Social Media Manager system user on page 41 Deleting a Social Media Manager system user on page 42 Adding a user to the spam users list on page 43 Deleting a user from the spam users list on page 43 Adding a user to the whitelist users list on page 44 Deleting a user from the Whitelist users list on page 44 User Settings field descriptions on page 31 Add User field descriptions on page 33 Edit users field descriptions on page 36

July 2016 Administering Avaya Social Media Manager 30 Comments on this document? [email protected] User Settings field descriptions

User Settings field descriptions Accounts tab Use the following fields to view social media user accounts. For example, Facebook or Twitter user accounts.

Field Description Account Name The account name used to log on to social media sites, such as Facebook and Twitter. Social Media Manager uses this account to perform any activity with the specific social media site. The activity includes searching or mining posts, collecting social user context, and responding to posts. Application Name of the application. The application name is the name that Social Media Manager Administrator creates for an application that Social Media Manager uses to access the social media site. The application name can be any name but often it is the name of the social media site application, which is created for Social Media Manager to access the social media site. Authenticated user Name of the authenticated user. Source Name of the social media sites. The options are: • Facebook • Twitter

Button Description Add Adds a new social media account. Edit Opens the Edit User page to edit the settings of the selected social media account. Delete Deletes the selected social media account. Details Displays the details of the selected social media account.

SMM System Users tab Use the following fields to view Social Media Manager system users. The Social Media Manager users have administrative privileges to gain access to the Social Media Manager interface to perform administration tasks.

July 2016 Administering Avaya Social Media Manager 31 Comments on this document? [email protected] Social media users

Field Description Account Name The user name of the Social Media Manager user that you want to add as an administrator. Email E-mail address of the Social Media Manager system user. Role The role that provides administrative privileges to the user to gain access to Social Media Manager.

Button Description Add Adds a new system user. Edit Opens the Edit User page to edit the settings of the selected system user. Delete Removes the selected system user. Details Displays the details of the selected system user.

Spam Users tab

Field Description Account Name The name of the social media user who is identified as SPAM user. You can either manually enter the user name in the SPAM users list or Social Media Manager can automatically detect a user who produces SPAM and place such user in the SPAM users list. Currently, Social Media Manager detects SPAM users only for Twitter. So, when a SPAM user produces a tweet, the default dialog designer application ignores that tweet.

Button Description Add Adds a user to the SPAM users list. Delete Removes the user name from the SPAM users list.

Whitelist Users tab

Field Description Account Name The name of the social media user whom you do not want to identify as SPAM. Posts received from the white list users are always pass through the SPAM check.

Button Description Add Adds a user to the White list users list. Table continues…

July 2016 Administering Avaya Social Media Manager 32 Comments on this document? [email protected] Add User field descriptions

Button Description Delete Removes the user name from the White list users list.

Related links Adding a user on page 39 Editing a user on page 40 Deleting a user on page 40 Adding a Social Media Manager system user on page 41 Editing a Social Media Manager system user on page 41 Deleting a Social Media Manager system user on page 42 Adding a user to the spam users list on page 43 Deleting a user from the spam users list on page 43 Adding a user to the whitelist users list on page 44 Deleting a user from the Whitelist users list on page 44 Understanding users on page 30

Add User field descriptions Accounts Adding User for Facebook user accounts: Use the following fields to add a social media user accounts for Facebook.

Field Description Account Name The account name used to log in to Facebook. Application The name of the application. Authenticated user The name of the authenticated user. Source The name of the source. The options are: • Facebook • Twitter Admin ID Admin ID is the user ID. Facebook generates user ID when you create SMM application page on Facebook. Application ID The application ID. Table continues…

July 2016 Administering Avaya Social Media Manager 33 Comments on this document? [email protected] Social media users

Field Description Note: Facebook generates the application ID when you create a new application. Access Token For details, see Creating an access token for Facebook. on page 109 Application Access Key Facebook generates the application access key when you create a new application.

Note: App secret is the application access key.

Button Description Save Saves the changes. Cancel Deletes the changes. Validate Verifies the account.

Adding User for Twitter user accounts: Use the following fields to add a social media user for Twitter.

Field Description Account Name The account name used to log in to Twitter. Application The name of the application. Authenticated user The name of the authenticated user. Source The name of the source. The options are: • Facebook • Twitter Consumer Key The consumer key for the Twitter account.

Note: Twitter generates the consumer key when you create a new application. Consumer Secret The consumer secret for the Twitter account.

Note: Twitter generates the consumer secret when you create a new application. Access Token The system generated access token. Access Token Secret The access token secret for Twitter account. Table continues…

July 2016 Administering Avaya Social Media Manager 34 Comments on this document? [email protected] Add User field descriptions

Field Description Note: Twitter generates the access token secret when you create a new application.

Button Description Save Saves the changes. Cancel Deletes the changes. Validate Verifies the account.

SMM System Users tab Use the following fields to add Social Media Manager system users. The Social Media Manager users have administrative privileges to gain access to the Social Media Manager interface to perform administration tasks.

Button Description Add Adds a user. The user has the administrator privileges to gain access to Social Media Manager. Edit Edits a user. Using this page you can modify the user details. Delete Removes the selected user. Details Opens a read-only page that displays the details for the selected user.

Spam Users tab

Field Description Account Name The user name of the user you want to add in the Spam Users list.

Button Description Add Adds a user to the Spam Users list. Delete Removes the user name from the Spam Users list.

July 2016 Administering Avaya Social Media Manager 35 Comments on this document? [email protected] Social media users

Whitelist Users tab

Field Description Account Name The user name of the user you want to add in the Whitelist Users list.

Button Description Add Adds a user to the Whitelist Users list. Whitelisted users are the users that skip the check for spam classification. Delete Removes the user name from the Whitelist Users list.

Edit users field descriptions Accounts tab Editing User for Facebook user accounts: Use the following fields to edit Facebook user accounts.

Field Description Account Name The account name used to log on to Facebook. Application The name of the application. Authenticated user The name of the authenticated user. Source The name of the source. Table continues…

July 2016 Administering Avaya Social Media Manager 36 Comments on this document? [email protected] Edit users field descriptions

Field Description The options are: • Facebook • Twitter

Note: The Source field is a read-only field. Admin ID Admin ID is the user ID. Facebook generates user ID when you create SMM application page on Facebook. Application ID The application ID.

Note: Facebook generates the application ID when you create a new application. Access Token For details, see Creating an access token for Facebook. on page 109 Application Access Key Facebook generates the application access key when you create a new application.

Note: App secret is the application access key.

Button Description Save Saves the changes. Cancel Deletes the changes. Validate Verifies the account.

Editing User for Twitter user accounts: Use the following fields to edit Twitter user accounts.

Field Description Account Name The account name used to log on to Twitter. Application The name of the application. Authenticated user The name of the authenticated user. Source The name of the source. The options are: • Facebook • Twitter Table continues…

July 2016 Administering Avaya Social Media Manager 37 Comments on this document? [email protected] Social media users

Field Description Note: The Source field is a read-only field. Consumer Key The consumer key for the Twitter account.

Note: Twitter generates the consumer key when you create a new application. Consumer Secret The consumer secret for the Twitter account.

Note: Twitter generates the consumer secret when you create a new application. Access Token The system generated access token. Access Token Secret The access token secret for Twitter account.

Note: Twitter generates the access token secret when you create a new application.

Button Description Save Saves the changes. Cancel Deletes the changes. Validate Verifies the account.

SMM System Users tab Use the following fields to edit Social Media Manager system users. The Social Media Manager users have administrative privileges to gain access to the Social Media Manager interface to perform administration tasks.

Button Description Save Saves the changes. Cancel Deletes the changes.

July 2016 Administering Avaya Social Media Manager 38 Comments on this document? [email protected] Adding a user

Adding a user Before you begin 1. Create a company page on Facebook. Creating a page in Facebook on page 107 2. Create an application page on Facebook. Creating an application page on Facebook on page 108 3. Create a company account on Twitter. Creating a Twitter account on page 114 4. Create an application page on Twitter. Creating an application page on Twitter on page 114 Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu in the left navigation pane, select System Administration > Users. 3. On the User Settings page, click the Accounts tab. 4. Click Add. 5. In the Add User dialog box, enter the values in the Add User fields. 6. Click Save. Related links Understanding users on page 30 User Settings field descriptions on page 31 Add User field descriptions on page 33

July 2016 Administering Avaya Social Media Manager 39 Comments on this document? [email protected] Social media users

Edit users field descriptions on page 36

Editing a user Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu, in the left navigation pane, select System Administration > Users. 3. On the User Settings page, click the Accounts tab. 4. Select the user you want to edit. 5. Click Edit. 6. In the Edit User dialog box, enter the values in the Edit User fields. 7. Click Save. Related links Understanding users on page 30 User Settings field descriptions on page 31 Add User field descriptions on page 33 Edit users field descriptions on page 36

Deleting a user Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu, in the left navigation pane, select System Administration > Users. 3. On the User Settings page, click the Accounts tab. 4. Select the user you want to delete. 5. Click Delete. 6. In the Delete User dialog box, click Yes to delete the selected user, or click No to cancel the deletion. Related links Understanding users on page 30 User Settings field descriptions on page 31 Add User field descriptions on page 33

July 2016 Administering Avaya Social Media Manager 40 Comments on this document? [email protected] Adding a Social Media Manager system user

Edit users field descriptions on page 36

Adding a Social Media Manager system user About this task The Social Media Manager system users are the users with the administrative privileges. Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu, in the left navigation pane, select System Administration > Users. 3. On the User Settings page, click the SMM System Users tab. 4. Click Add. 5. In the Add User dialog box: a. In the Account Name field, enter the name of the Social Media Manager user that you want to add as an administrator. b. In the Password field, enter the password for the user to gain access to Social Media Manager. c. In the Email field, enter the e-mail address of the user. d. From the Role field, select Admin to assign administrative privileges to the user. e. Click Save. Related links Understanding users on page 30 User Settings field descriptions on page 31 Add User field descriptions on page 33 Edit users field descriptions on page 36

Editing a Social Media Manager system user Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu, in the left navigation pane, select System Administration > Users. 3. On the User Settings page, click the SMM System Users tab. 4. Select the system user you want to edit.

July 2016 Administering Avaya Social Media Manager 41 Comments on this document? [email protected] Social media users

5. Click Edit. 6. In the Account Name field, enter the name for the Social Media Manager user you want to add as an administrator. 7. In the Password field, enter the password for the user to gain access to Social Media Manager. 8. In the Email field, add the e-mail address of the user. 9. From the Role list, select Admin to assign administrative privileges to the user. 10. Click Save. Related links Understanding users on page 30 User Settings field descriptions on page 31 Add User field descriptions on page 33 Edit users field descriptions on page 36

Deleting a Social Media Manager system user Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu, in the left navigation pane, select System Administration > Users. 3. On the User Settings page, click the SMM System Users tab. 4. Select the system user you want to delete. 5. Click Delete. 6. On the Delete User confirmation box, click Yes to delete the selected system user or click No to cancel the deletion. Related links Understanding users on page 30 User Settings field descriptions on page 31 Add User field descriptions on page 33 Edit users field descriptions on page 36

July 2016 Administering Avaya Social Media Manager 42 Comments on this document? [email protected] Adding a user to the spam users list

Adding a user to the spam users list About this task You can identify a user as a spam user based on the rules of repeat posts and post frequency, and manually add these users to the list of spam users. From the list of users, Social Media Manager classifies interactions as spam. Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu in the left navigation pane, select System Administration > Users. 3. On the User Settings page, click the Spam Users tab. 4. Click Add. 5. In the User field, enter the user name of the user that you want to add in the spam users list. 6. Click Save. Related links Understanding users on page 30 User Settings field descriptions on page 31 Add User field descriptions on page 33 Edit users field descriptions on page 36

Deleting a user from the spam users list Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu, in the left navigation pane, select System Administration > Users. 3. On the User Settings page, click the Spam Users tab. 4. From the Account Name list of the existing spam users, click the account name of the user you want to delete. 5. Click Delete. 6. In the Delete User dialog box, click Yes to delete the selected user. Related links Understanding users on page 30 User Settings field descriptions on page 31 Add User field descriptions on page 33 Edit users field descriptions on page 36

July 2016 Administering Avaya Social Media Manager 43 Comments on this document? [email protected] Social media users

Adding a user to the whitelist users list About this task White listed users are the users that skip the check for spam classification. If you want to add users to the Whitelist Users list, you must add the users manually. Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu in the left navigation pane, select System Administration > Users. 3. On the User Settings page, click the Whitelist Users tab. 4. Click Add. 5. In the User field, enter the user name of the user you want to add in the Whitelist Users list. 6. Click Save. Related links Understanding users on page 30 User Settings field descriptions on page 31 Add User field descriptions on page 33 Edit users field descriptions on page 36

Deleting a user from the Whitelist users list Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu, in the left navigation pane, select System Administration > Users. 3. On the User Settings page, click the Whitelist Users tab. 4. From the list of existing whitelist users, select the user account name in the Account Name column. 5. Click Delete. 6. In the Delete User dialog box, click Yes to delete the selected user. Related links Understanding users on page 30 User Settings field descriptions on page 31 Add User field descriptions on page 33 Edit users field descriptions on page 36

July 2016 Administering Avaya Social Media Manager 44 Comments on this document? [email protected] Chapter 6: Text processing

Understanding the text processing Social Media Manager (SMM) analyzes interactions received from social media channels, such as Facebook and Twitter, using an intelligent analysis engine. Text processing involves analyzing contents and extracting the important information from the content. SMM routes the extracted information to the dialog designer application and thereby to the contact center agent. Social Media Manager can analyze contents received in multiple languages. Before you setup text processing, you must: • Add gateway • Add channels, and configure domains Using text processing in the SMM system, you can set up the following to analyze interactions: • Language identification • Relevance scoring • Relevance dependency using co-occurring words • Classification • Sentiment words • Entities detection • Spam Related links Understanding relevance on page 46 Understanding Classification on page 51 Understanding stopwords on page 55 Understanding dictionary on page 58 Understanding verbs on page 61 Understanding emoticons on page 64 Understanding sentiment on page 70

July 2016 Administering Avaya Social Media Manager 45 Comments on this document? [email protected] Text processing

Relevance

Understanding relevance Relevant words are independent words in a text. You can set specific words as relevant words for a particular domain. SMM filters only those words and routes the relevant words to the agent. For example, if you are setting relevant words for the airlines domain, SMM filters relevant words from the following tweets: 1. Does anyone know if Cjet offers WiFi in their planes? 2. So very disappointed with Cjet Airlines! 3. Fly First seems incapable of boarding a plane in a timely manner! Therefore, SMM filters words like Cjet and Fly First as relevant words and routes the relevant words to the agent in the airline department. However, in the following sentences, SMM does not treat the earlier mentioned words as relevant words: 1. Retail Consultant – Little Cjet rocks. 2. Fly First urges motorists to invest in winter tyres. 3. Cjet bags are very costly. Here Cjet and Fly First are not related to the airlines. Therefore, SMM does not filter these words as relevant words. You can also use relevance to sort related words. For example, if the query is for bag, relevance can sort related words such as shopping bags, luggage bags, and lunch bags from the social media messages. Related links Understanding the text processing on page 45 Understanding Classification on page 51 Understanding stopwords on page 55 Understanding dictionary on page 58 Understanding verbs on page 61 Understanding emoticons on page 64 Understanding sentiment on page 70 Relevance field descriptions on page 46 Configuring Relevance for text processing on page 48

Relevance field descriptions On the Relevance page, you can add relevant words in different languages.

July 2016 Administering Avaya Social Media Manager 46 Comments on this document? [email protected] Relevance

Data Source Controls: Use the following fields to select the data source controls.

Name Description Select Domain The list of domain names to add the relevant words. Select Language The list of languages to add the relevant words.

Relevance Controls: Use the following fields to select the relevance controls.

Name Description Relevant Select or specify the relevant word. Dependent Select or specify the dependent word. Ignore Select or specify the word that you want to ignore.

Tagcloud Controls: Use the following fields to select the tagclouds controls.

Name Description Order by Sorts the relevant words from one of the following options: • Alpha-Numeric • Frequency Display Displays the list of relevant words from one of the following options to view the relevant words: • All Data • Only Relevant • Only Non-Relevant • Only Ignore

Posts/Tweets: Use the following field to add the data sources.

Button Description Table Data Source Displays data sources, such as Twitter and Facebook.

Related links Understanding relevance on page 46 Configuring Relevance for text processing on page 48

July 2016 Administering Avaya Social Media Manager 47 Comments on this document? [email protected] Text processing

Configuring Relevance for text processing About this task Using the Relevance menu, you can add relevant words and set up a scoring system for interactions. With this scoring system, you can determine how relevant the social media interaction is and how the interaction needs to be processed using the Avaya Aura® Orchestration Designer application. Procedure 1. Log on to the Social Media Manager Web page using an account with the administration role. 2. From the Social Media Manager main menu, in the left navigation pane, select Text Processing > Relevance. 3. In the Data Source Controls section, enter or select values for the fields. SMM generates real-time data for this domain and the specified language from social media channels and displays this content on the Relevance page. The system displays each word for the selected domain with the frequency of usage of the word in parenthesis. 4. (Optional) From the Tagcloud Controls, filter the words. 5. While checking relevant words for the selected domain, click the word you want to add as a relevant word or the word you want to ignore. The SMM system displays the selected word in the Relevance Controls section. 6. Click Add Relevant Word to add the relevant word or click Add Ignore Word to ignore the word while checking the relevant words for the selected domain. Note: You must manually enter the word you want to add as a dependent word. The word you add in the Dependent field is dependent on the word you added in the Relevant field. 7. (Optional) Click Delete Relevant Word, Delete Dependent Word, or Delete Ignore Words to delete an existing word from the list of relevant, dependent, or ignore words. 8. In the Posts/Tweets section, select Twitter, Facebook, or Generic in the Table Data Source field to view the scoring given to interactions that match the criteria you select. The scoring table displays the following information for each option in the Table Data Source field: • Score: The more the number of relevant words in an interaction, the higher is the interaction score. • Original Score: The original score of the interaction. • Social Media Item(s): The interaction from the Social Media channel.

July 2016 Administering Avaya Social Media Manager 48 Comments on this document? [email protected] Relevance Dependence

Related links Relevance field descriptions on page 46 Understanding relevance on page 46

Relevance Dependence

Relevance Dependence field descriptions On the Relevance Dependence page, you can add the co-occurring words for the relevant and the dependent words. Data Source Controls: Use the following fields to select the data source controls.

Name Description Select Domain The list of domain names to add the co-occurring words. Select Language The list of languages for which you want to add co- occurring words.

Relevance Controls: Use the following fields to select the relevance controls.

Name Description Order by The list which sorts relevant words. You can select one of the following options to sort the relevant word: • Frequency • Alphabet Relevant Words The list of relevant words. Co-occurring Words The list of co-occurring words. Relevant With The list of relevant co-occurrring words. Not Relevant With The list of non-relevant co-occurrrig words.

Posts/Tweets: Use the following field to add the data sources.

July 2016 Administering Avaya Social Media Manager 49 Comments on this document? [email protected] Text processing

Button Description Table Data Source Displays data sources, such as Twitter and Facebook.

Related links Configuring Relevance Dependence for text processing on page 50

Configuring Relevance Dependence for text processing About this task Using the Relevance Dependence menu, you can add the co-occurring words for the relevant and the dependent words and set up a scoring system for the interactions. The dependent words improve the filtering level for text processing by narrowing the criteria. Using the scoring system, you can determine how relevant the social media interaction is and how the interaction must be processed using the Avaya Aura® Orchestration Designer application. Procedure 1. Log on to the Social Media Manager Web page using an account with the administration role. 2. From the Social Media Manager main menu, in the left navigation pane, select Text Processing > Relevance Dependence. The system displays the Relevance Dependence page. 3. In the Data Source Controls section, select the values for the following fields: a. In the Select Domain field, select the domain name on which you want to categorize the dependent word. b. In the Select Language field, select the language in which you want to specify the relevant word. Social Media Manager generates in the real-time data for this domain and the specified language from the social media channels and displays this content in the Relevance Controls section. The Relevance Controls section also displays the relevant word and the words that co- occur with the relevant word in the social media content. 4. In the Relevance Controls section, enter or select the values for the following fields: a. In the Order by field, click Frequency to sort the frequently used words or click Alphabet to sort the words alphabetically. b. In the Relevant Words field, select one of the relevant words. The system displays a list of corresponding co-occurring words in the Co-Occurring Words field. c. In the Co-Occurring Words field, select the co-occurring word.

July 2016 Administering Avaya Social Media Manager 50 Comments on this document? [email protected] Classification

For example, if the word is related to the Airlines domain and the relevant word is Flight, select the co-occurring word from the existing list of the co-occurring words. d. Click the icon next to the Relevant With field to club the relevant word and the co-occurring word. The system adds the selected co-occurring word in the Relevant With field. e. (Optional) Click the icon next to the Relevant With field to remove the existing co-occurring word from the Relevant With field. f. Click the icon next to the Not Relevant With field to club the relevant word and the co-occurring word. The system adds the selected relevant word and the co-occurring word in theNot Relevant With field. The system does not process the words added in the Not Relevant With field during text processing. g. (Optional) Click the next to the Not Relevant With field to remove the existing co-occurring word from the Not Relevant With field. 5. In the Posts/Tweets section, select Twitter, Facebook, or Generic in the Table Data Source field to view the scoring given to the interactions that match the criteria you have selected. Related links Relevance Dependence field descriptions on page 49

Classification

Understanding Classification Classification is to arrange or organize items received from the social media content. Using classification you can construct a hierarchical routing tree that sorts the item and routes the text to the appropriate department or categories. SMM routes the item to the required category or department based on the keywords and specific words in the text. You can create separate nodes for various categories or departments and set rules for routing the item. For example, if you create one node for the lost baggage department and another node for the service complains. And set a rule that any text containing the word lost that occurs before the word bad, then SMM routes the item to the lost department instead of service complaints. So, if the customer tweets, Cjet lost my bag containing my badminton racket. SMM routes the tweet to the lost bag department and not to the service complaint department.

July 2016 Administering Avaya Social Media Manager 51 Comments on this document? [email protected] Text processing

You can also identify spam and assign to the spam category. Related links Understanding the text processing on page 45 Understanding relevance on page 46 Understanding stopwords on page 55 Understanding dictionary on page 58 Understanding verbs on page 61 Understanding emoticons on page 64 Understanding sentiment on page 70 Configuring the Classification menu for text processing on page 53 Classification field descriptions on page 52

Classification field descriptions On the Classification page, you can create categories to classify the interactions obtained from the data sources. Data Source Controls: Use the following fields to select the data source controls.

Name Description Select Domain The list of domain names using which you can classify the interactions based on the category. Select Language The list of languages using which you can classify the interactions based on the category.

Classification: Use the following fields to classify the interactions:

Name Description Node Displays the name of the node. New Child Node Specify the name of the child node. New regular expression Specify the new regular expression. Existing Regular Expression(s) Displays list of existing regular expressions.

Buttons Description Delete Deletes the node. Save Saves the new child node to the node list. Save Saves the new regular expression in the regular expression list. Delete Deletes the regular expression from the regular expressions list.

July 2016 Administering Avaya Social Media Manager 52 Comments on this document? [email protected] Classification

Posts/Tweets: Use the following field to add the data sources.

Button Description Table Data Source Displays the data sources, such as Twitter and Facebook.

Related links Configuring the Classification menu for text processing on page 53 Understanding Classification on page 51

Configuring the Classification menu for text processing About this task Use the Classification menu to create categories to classify interactions. The Classification menu uses regular expressions to classify interactions into groups. Using the Classification menu, you can enter specific nodes categories to retrieve interactions from a particular level in the classification hierarchy. You can choose the node and the regular expressions from the list to view the relevance and content for the selected regular expression. Procedure 1. Log on to the Social Media Manager Web page using an account with the administration role. 2. From the Social Media Manager main menu, in the left navigation pane, select Text Processing > Classification. 3. In the Data Source Controls area, select the values for the following fields: a. In the Select Domain field, select the domain name on which you want to classify interactions based on the category. b. In the Select Language field, select the language in which you want to classify interactions based on the category. 4. In the Classification area, perform the following to create classification hierarchy to classify interactions: a. Click the Start node. The system displays the clicked node name in the Node field. b. (Optional) Click Delete to delete the existing child nodes. Note: You cannot delete the Start node. c. In the New Child Node field, enter the name of the node you want to create.

July 2016 Administering Avaya Social Media Manager 53 Comments on this document? [email protected] Text processing

Note: The name of the child node cannot contain blank spaces. d. Click Save to add this node as a child node to the Start node. You can add multiple child nodes based on the classification requirement. e. In the New regular expression field, enter the regular expression for the selected child node. Note: The regular expression cannot contain spaces. f. Click Save to add the regular expression for the selected child node. You can add multiple regular expressions based on the child node to which the regular expression belongs and the classification requirement. The system displays the regular expressions that you add in the Existing Regular Expression(s) field. g. (Optional) Click Delete next to the Existing Regular Expression(s) field to delete the existing regular expression. h. After the system defines the hierarchy, you can right-click a node to change the priority. On the right-click menu, click the icon to increase the priority and the icon to decrease the priority. 5. In the Posts/Tweets area, select Twitter, Facebook, or Generic in the Table Data Source field to view the relevance and the content that match the criteria you have selected. Example If the classification is related to ticketing complaints services of an airline select the domain as Airline. In the Classification section, add a node Ticketing as a child node to the start node. For the Complaints node, add a regular expression Complaints. Based on this example, the classification is as follows: Airlines > Ticketing > Complaints. Related links Understanding Classification on page 51 Classification field descriptions on page 52

July 2016 Administering Avaya Social Media Manager 54 Comments on this document? [email protected] Stopwords

Stopwords

Understanding stopwords Stopwords are frequently used words in a language that do not convey information. Stopwords are filtered out prior to processing text. Stopwords are used to construct a sentence but do not contain any valuable information. For example, in English, words such as, the, a, then and so on. If the system does not filter stopwords, then search results would take a long time to return. Most of the languages have a standard list of stopwords. Related links Understanding the text processing on page 45 Understanding relevance on page 46 Understanding Classification on page 51 Understanding dictionary on page 58 Understanding verbs on page 61 Understanding emoticons on page 64 Understanding sentiment on page 70 Searching stopwords on page 57 Adding a new stop word on page 57 Stopwords field descriptions on page 55

Stopwords field descriptions On the Stopwords page, you can search stop words and add new stop words. You can search stop words in different languages and with different search patterns. You can also add new stop words in different languages. Stop Words Search: Use the following fields to search the stop words.

Name Description Select Language Displays the list of languages to search the stop words. Enter search pattern Displays only the stop words corresponding to the specified pattern. Table continues…

July 2016 Administering Avaya Social Media Manager 55 Comments on this document? [email protected] Text processing

Name Description After specifying the pattern, select one of the following options to search the stop words: • Start with: Displays the dictionary words that start with the specified search pattern. • Contains: Displays the dictionary words that contain the specified search pattern. • End with: Displays the dictionary words that end with the specified search pattern. • Whole word: Displays the dictionary words that are exactly the same as specified in the search pattern. Stop Words Displays the list of stop words based on the search pattern.

Buttons Description Search Searches the stop words.

Add New Stop Word(s): Use the following fields to add new stop words.

Name Description Select Language Displays the list of languages for which you can add new stop words. Add Single Word Specify a new stop word to add in the stop words list.

Buttons Description Save Saves the new stop words. Choose File Specify the location of the stop words file. Upload Uploads the stop words file on the system.

Related links Searching stopwords on page 57 Adding a new stop word on page 57 Understanding stopwords on page 55

July 2016 Administering Avaya Social Media Manager 56 Comments on this document? [email protected] Stopwords

Searching stopwords About this task Use the fields in the Stop Words Search section to search the stop words. Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu, in the left navigation pane, select Text Processing > Stopwords. 3. In the Select Language field, click the language in which you want to search the stop words. 4. In the Enter search pattern field, enter a character or a word. After specifying a word or a character, select one of the following options to search the stop words: • Start with • Contains • End with • Whole Word 5. Click Search. In the Stop Words field, the system displays the list of stop words based on the search pattern. Related links Understanding stopwords on page 55 Stopwords field descriptions on page 55

Adding a new stop word About this task Use the fields in the Add New Stop Word(s) section to add the new stop words. Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu in the left navigation pane, select Text Processing > Stopwords. 3. In the Select Language field, click the language in which you want to add the stop words. 4. In the Add Single Word field, enter the new stop word. 5. Click Save. The system adds the new word in the stop words list.

July 2016 Administering Avaya Social Media Manager 57 Comments on this document? [email protected] Text processing

6. (Optional) Click Choose File to upload the file containing the stop words. The system displays the name of the selected file next to the Choose File button. 7. Click Upload. Related links Understanding stopwords on page 55 Stopwords field descriptions on page 55

Dictionary Words

Understanding dictionary Dictionary is a list of words, phrases, and symbols. You can use the dictionary for non-whitespace languages, such as Thai and Chinese. For example, for English language, if the customer tweets: myflightwascancelledandIwantarefund. The system searches for the words like, cancelled, flight, refund, lost, bag in the dictionary. Once the system finishes the search, SMM breaks the sentence as my flight was cancelled and I want a refund. You must enter all the relevant, sentiment, entity and classification terms in the dictionary. The dictionary must also contain words that begin with similar term. For example, for English language, if the term is bad, then the dictionary must contain bad, as well as, badge, badges, and badminton. The dictionary does not have to be a full language version, but it must include all the terms used in relevance, sentiment, entity detection, and classification and any words that contain those words as a substring. Related links Understanding the text processing on page 45 Understanding relevance on page 46 Understanding Classification on page 51 Understanding stopwords on page 55 Understanding verbs on page 61 Understanding emoticons on page 64 Understanding sentiment on page 70 Adding a new word in a dictionary on page 60 Searching dictionary words on page 60 Dictionary field descriptions on page 59

July 2016 Administering Avaya Social Media Manager 58 Comments on this document? [email protected] Dictionary Words

Dictionary field descriptions On the Dictionary page, you can search dictionary words and add new dictionary words. You can search dictionary words in different languages with different search patterns. In addition, you can add the new dictionary words in different languages. Dictionary Words Search: Use the following fields to search for dictionary words.

Name Description Select Language Displays the list of languages from which you can search dictionary words. Enter search pattern Displays only the dictionary words that correspond to the specified pattern. After specifying the pattern, select one of the following options to search the dictionary words: • Start with: Displays the dictionary words, which starts with the specified search pattern. • Contains: Displays the dictionary words, which contains the specified search pattern. • End with: Displays the dictionary words, which ends with the specified search pattern. • Whole word: Displays the dictionary words, which are exactly same as specified in the search pattern. Dictionary Words Displays the list of dictionary words based on the search pattern.

Buttons Description Search Searches the dictionary words.

Add New Dictionary Word(s): Use the following fields to add new dictionary words.

Name Description Select Language Displays the list of languages in which you want to add new dictionary words. Add Single Word Specify a new dictionary word to add in the dictionary words list.

July 2016 Administering Avaya Social Media Manager 59 Comments on this document? [email protected] Text processing

Buttons Description Save Saves the new dictionary words. Choose file Specify the location of the dictionary words file. Upload Uploads dictionary words file on the system.

Related links Adding a new word in a dictionary on page 60 Searching dictionary words on page 60 Understanding dictionary on page 58

Searching dictionary words About this task Use the fields in the Dictionary Words Search section to search the dictionary words. Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu, in the left navigation pane, select Text Processing > Dictionary. 3. In the Select Language field, click the language in which you to search the dictionary words. 4. In the Enter search pattern field, enter a character or a word and select one of the following options: • Start with • Contains • End with • Whole Word 5. Click Search. In the Dictionary Words field, the system displays the list of dictionary words based on the search pattern. Related links Understanding dictionary on page 58 Dictionary field descriptions on page 59

Adding a new word in a dictionary About this task Use the fields in the Add New Dictionary Word(s) section to add new dictionary words.

July 2016 Administering Avaya Social Media Manager 60 Comments on this document? [email protected] Verbs

Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu in the left navigation pane, select Text Processing > Dictionary. 3. In the Select Language field, click the language in which you want to add new dictionary words. 4. In the Add Single Word field, enter a new dictionary word. 5. Click Save. The system adds the new word in the list of dictionary words. 6. (Optional) Click Choose File to upload the file containing the dictionary words. The system displays the selected file name next to the Choose File button. 7. Click Upload. Related links Understanding dictionary on page 58 Dictionary field descriptions on page 59

Verbs

Understanding verbs You can use the verb detection optional feature to help identify actionable social media items. The verb detection is based on the words in the dictionary. The system detects verbs from the table in the database for all the languages. The verbs listed in the table can include only the verbs indicating a sales or service interest, not all verbs need to be included. Related links Understanding the text processing on page 45 Understanding relevance on page 46 Understanding Classification on page 51 Understanding stopwords on page 55 Understanding dictionary on page 58 Understanding emoticons on page 64 Understanding sentiment on page 70 Searching verbs on page 63 Adding new verbs on page 63 Verbs field descriptions on page 62

July 2016 Administering Avaya Social Media Manager 61 Comments on this document? [email protected] Text processing

Verbs field descriptions On the Verbs page, you can search the verbs and add new verbs. You can search verbs in different languages and with different search patterns. In addition, you can add new verbs in different languages. Verbs Search: Use the following fields to search the verbs.

Name Description Select Language Displays the list of languages from which you want to search the verbs. Enter search pattern Displays only the verbs corresponding to the specified pattern. After specifying the pattern, select one of the following options to search the stop words: • Start with: Displays the verbs that start with the specified search pattern. • Contains: Displays the verbs that contain the specified search pattern. • End with: Displays the verbs that end with the specified search pattern. • Whole word: Displays the verbs that are exactly the same as specified in the search pattern. Verbs Displays the list of verbs based on the search pattern.

Buttons Description Search Searches the verbs from SMM.

Add New Verb(s): Use the following fields to add new verbs.

Name Description Select Language Displays the list of languages in which you want to add new verbs. Add Single Word Specify a new verb to add in the verbs list.

July 2016 Administering Avaya Social Media Manager 62 Comments on this document? [email protected] Verbs

Buttons Description Save Saves the new verbs in the verb list. Choose file Specify the location of the verbs file. Upload Uploads the verbs file on the system.

Related links Searching verbs on page 63 Adding new verbs on page 63 Understanding verbs on page 61

Searching verbs About this task Use the fields in the Verbs Search section to search the verbs. Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu, in the left navigation pane, select Text Processing > Verbs. 3. In the Select Language field, click the language in which you want to search the verbs. 4. In the Enter search pattern field, enter a character or a word and select one of the following options: • Start with • Contains • End with • Whole Word 5. Click Search. In the Verbs field, the system displays the list of verbs based on the search pattern. Related links Understanding verbs on page 61 Verbs field descriptions on page 62

Adding new verbs About this task Use the fields in the Adding New Verbs section to add new verbs.

July 2016 Administering Avaya Social Media Manager 63 Comments on this document? [email protected] Text processing

Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu in the left navigation pane, select Text Processing > Verbs. 3. In the Select Language field, click the language in which you want to add the new verb. 4. In the Add Single Word field, enter the new verb. 5. Click Save. The system adds a new word to the verbs list. 6. (Optional) Click Choose File to upload the file containing verbs. The system displays the name of the selected file next to the Choose File button. 7. Click Upload. Related links Understanding verbs on page 61 Verbs field descriptions on page 62

Emoticons

Understanding emoticons Emoticons are the iconic representation of the facial expressions, such as smiley, sad, tired, and so on. You can define new emoticons and set the scores for the existing emoticons. Depending on the type of emoticon received the scores are either positive or negative. Related links Understanding the text processing on page 45 Understanding relevance on page 46 Understanding Classification on page 51 Understanding stopwords on page 55 Understanding dictionary on page 58 Understanding verbs on page 61 Understanding sentiment on page 70 Searching emoticons on page 65 Adding a new emoticon on page 66 Emoticons field descriptions on page 65

July 2016 Administering Avaya Social Media Manager 64 Comments on this document? [email protected] Emoticons

Emoticons field descriptions On the Emoticons page, you can search and add new emoticons with the default values. Emoticon Search: Use the following fields to search for emoticons.

Name Description Select Emoticon Class name or leave blank for The list of class of emoticons in which you can all search for emoticons. Displays the entire list of emoticons, if the field is left blank. Emoticons Displays the list of emoticons.

Buttons Description Search Searches the emoticons.

Add New Emoticon(s): Use the following fields to add new emoticons.

Name Description Default Sentiment Value Displays the sentiment values for the emoticons. Select or Enter name Select or specify the emoticon class name for the new emoticon. Add Single Emoticon Specify a new emoticon to add in the emoticons list.

Buttons Description Save Saves the new emoticons. Choose file Specify the location of the emoticons file. Upload Uploads emoticons file on the system.

Related links Searching emoticons on page 65 Adding a new emoticon on page 66 Understanding emoticons on page 64

Searching emoticons About this task Use the fields in the Emoticon Search section to search the emoticons.

July 2016 Administering Avaya Social Media Manager 65 Comments on this document? [email protected] Text processing

Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu, in the left navigation pane, select Text Processing > Emoticons. 3. In the Select Emoticon Class name or leave blank for all field, click the emoticon class. 4. (Optional) To view the entire list of emoticons, leave the Select Emoticon Class name or leave blank for all field blank. 5. Click Search. In the Emoticons field, the system displays the list of emoticons. Related links Understanding emoticons on page 64 Emoticons field descriptions on page 65

Adding a new emoticon About this task Use the fields in the Add New Emoticon(s) section to add new emoticons. Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu in the left navigation pane, select Text Processing > Emoticons. 3. In the Default Sentiment Value field, click the default sentiment value for the new emoticon. 4. In the Select or Enter name field, click choose or enter the new sentiment class name. 5. In the Add Single Word field, enter the new emoticon. 6. To add the new emoticon in the emoticons list, click Save. 7. (Optional) To upload the file containing the emoticons, click Choose File. The system displays the name of the selected file next to the Choose File button. 8. Click Upload. Related links Understanding emoticons on page 64 Emoticons field descriptions on page 65

July 2016 Administering Avaya Social Media Manager 66 Comments on this document? [email protected] Entities

Entities

Understanding entities Entities are specific sequences of characters that can be used to predict data from text. Dialog Designer application uses entities for identifying the following entities: URLs, ReplyTos, Hashtags, DNS names, email addresses. Related links Searching entities on page 68 Adding a new entity on page 69 Entities field descriptions on page 67

Entities field descriptions On the Entities page, you can search for entities and add new entities in different languages. Data Source Controls: Use the following fields to select data source controls.

Name Description Select Domain Displays the list of domain names in which you want to search the entities. Select Language Displays the list of languages in which you want to search the entities.

Entity Search: Use the following fields to search the entities.

Name Description Select Entity class name or leave blank for all Displays the list of entity class from which you want to search the entities. Displays the entire list of entities, if the field is left blank. Entities Displays the list of entities.

Buttons Description Search Searches the entities.

Add New Entities: Use the following fields to add new entities.

July 2016 Administering Avaya Social Media Manager 67 Comments on this document? [email protected] Text processing

Name Description Select Domain Displays domain or category names in which you can add new entity. Select Language Displays the list of languages in which you can add new entity. Select or enter entity class name Displays the list of entity class names to select the entity class name or specify the entity class name in which you can add the new entity. Add Single Entity Specify the new entity that you want to add to the entities list.

Buttons Description Test Tests the new entity. Save Saves the new entity. Choose file Specify the location of the entities file. Upload Uploads the new entities file on the system.

Posts/Tweets: Use the following field to add data source.

Button Description Table Data Source Displays data sources, such as Twitter and Facebook.

Related links Searching entities on page 68 Adding a new entity on page 69 Understanding entities on page 67

Searching entities About this task Use the fields in the Data Source Controls and the Entity Search sections to search the entities. Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu, in the left navigation pane, select Text Processing > Entities. 3. In the Select Domain field, click a domain or a category in which you want to search for entities. 4. In the Select Language field, click the language in which you want to search for entities.

July 2016 Administering Avaya Social Media Manager 68 Comments on this document? [email protected] Entities

5. In the Select Entity class name or leave blank for all field, click to choose the entity class. 6. (Optional) To view the entire list of entities, leave the Select Entity class name or leave blank for all field blank. 7. Click Search. In the Entities field, the system displays the list of entities. 8. In the Posts/Tweets field, select Twitter, Facebook, or Generic in the Table Data Source field for which you want to search the entities. Related links Understanding entities on page 67 Entities field descriptions on page 67

Adding a new entity About this task Use the fields in the Add New Entities section to add new entities. Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu, in the left navigation pane, select Text Processing > Entities. 3. In the Select Domain field, click the domain or category for which you want to add the new entity. 4. In the Select Language field, click the language in which you want to add the new entity. 5. In the Select or enter entity class name field, click the entity class name or enter the entity class name. 6. In the Add Single Entity field, enter the new entity. 7. to add the new entity in the entity list, click Save. 8. (Optional) To upload the file containing the entities, click Choose File. The system displays the name of the selected file next to the Choose File button. 9. Click Upload. Related links Understanding entities on page 67 Entities field descriptions on page 67

July 2016 Administering Avaya Social Media Manager 69 Comments on this document? [email protected] Text processing

Sentiments

Understanding sentiment Sentiment words are lists of positive words and negative words, such as, good, great, happy, like, bad, horrible, terrible, and sad. Sentiment words are identified from the text and used to determine the overall sentiment of an item. SMM calculates sentiment by the detection of both emoticons and specifically identified words. You can set sentiment scores for each sentiment word. Depending on the type of feedback received the score will be either positive or negative. If the customer is unhappy with the product or services and provides negative feedback, the score will be negative. If a sentiment dictionary exists in the database for the text received from the social media channel, then the system scans the text for matches to the sentiment words in the database and sums the scores of the sentiment words. The score for the emoticons detection and the score for the sentiment detection is added together to form the sentiment score for the text. See Understanding Emoticons on page 64 for more information on emoticons. Related links Understanding the text processing on page 45 Understanding relevance on page 46 Understanding Classification on page 51 Understanding stopwords on page 55 Understanding dictionary on page 58 Understanding verbs on page 61 Understanding emoticons on page 64 Searching sentiment words on page 72 Adding a new sentiment word on page 72 Sentiment Words field descriptions on page 70

Sentiment Words field descriptions On the Sentiment Words page, you can search for sentiment words with default values and add new sentiment words. You can search for sentiment words in different languages and with different search patterns. In addition, you can add new sentiment words in different languages. The following are the subsections: Sentiment Word Search on page 70 Add new Sentiment Word(s) on page 71 Sentiment Word Search:

July 2016 Administering Avaya Social Media Manager 70 Comments on this document? [email protected] Sentiments

Use the following fields to search for sentiment words.

Name Description Select Language Displays the list of languages in which you want to search sentiment words. Enter search pattern Displays only the sentiment words corresponding to the specified pattern. After specifying the pattern, select one of the following options to search the stop words: • Start with: Displays the sentiment words that start with the specified search pattern. • Contains: Displays the sentiments words that contain the specified search pattern. • End with: Displays the sentiment words that end with the specified search pattern. • Whole word: Displays the sentiment words that are exactly the same as specified in the search pattern. Sentiment Displays the list of sentiment words based on the search pattern.

Buttons Description Search Searches the sentiment words.

Add New Sentiment Word(s): Use the following fields to add new sentiment words and default values.

Name Description Select Language Displays the list of languages in which you want to add new sentiment words in different languages. Default Value Displays default sentiment values of the sentiments. Add Single Word Specify a new sentiment word to add in the sentiment words list.

Buttons Description Save Saves the new sentiment words. Choose file Specify the location of the sentiment words file. Upload Uploads the sentiment words file on the system.

July 2016 Administering Avaya Social Media Manager 71 Comments on this document? [email protected] Text processing

Related links Searching sentiment words on page 72 Adding a new sentiment word on page 72 Understanding sentiment on page 70

Searching sentiment words About this task Use the fields in the Sentiment Word Search section to search the sentiment words. Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu, in the left navigation pane, select Text Processing > Sentiment > Sentiment Words. 3. In the Select Language field, click to choose the language in which you to search the sentiment words. 4. In the Enter search pattern field, enter a character or a word and select one of the following options: • Start with • Contains • End with • Whole Word 5. Click Search. In the Sentiment field, the system displays the list of sentiment words based on the search pattern. Related links Understanding sentiment on page 70 Sentiment Words field descriptions on page 70

Adding a new sentiment word About this task Use the fields in the Add New Sentiment Word(s) section to add new sentiment words. Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu in the left navigation pane, select Text Processing > Sentiment > Sentiment Words.

July 2016 Administering Avaya Social Media Manager 72 Comments on this document? [email protected] Negations

3. In the Select Language field, click to choose the language in which you want to add the new sentiment word. 4. In the Default Value field, click the default value for the new sentiment word. 5. In the Add Single Word field, enter the new sentiment word. 6. Click Save. The system adds the new sentiment word in the list of sentiment words. 7. (Optional) Click Choose File to upload the file containing the sentiment words. The system displays the name of the selected file next to the Choose File button. 8. Click Upload. Related links Understanding sentiment on page 70 Sentiment Words field descriptions on page 70

Negations

Negation words field descriptions On the Negation Words page, you can search for and add new negation words. You can search for negation words in different languages and with different search patterns. In addition, you can add new negation words in different languages. The following are the subsections: Negation Word Search on page 73 Add New Negation Word(s) on page 74 Negation Word Search: Use the following fields to search for negation words.

Name Description Select Language Displays the list of languages in which you want to search negation words. Enter search pattern Displays only the stop words corresponding to the specified pattern. After specifying the pattern, select one of the following options to search the stop words: • Start with: Table continues…

July 2016 Administering Avaya Social Media Manager 73 Comments on this document? [email protected] Text processing

Name Description Displays the negation words that start with the specified search pattern. • Contains: Displays the negation words that contain the specified search pattern. • End with: Displays the negation words that end with the specified search pattern. • Whole word: Displays the negation words that are exactly the same as specified in the search pattern. Negation Displays the list of negation words based on the search pattern.

Buttons Description Search Searches the negation words.

Add New Negation Word(s): Use the following fields to add new negation words.

Name Description Select Language Displays the list of languages in which you want to add the new negation words in different languages. Add Single Word Specify a new negation word to add in the negation words list.

Buttons Description Save Saves the new negation words. Choose file Specify the location of the negation words file. Upload Uploads the negation words file on the system.

Related links Searching negation words on page 74 Adding a new negation word on page 75

Searching negation words About this task Use the fields in the Negation Word Search section to search for negation words.

July 2016 Administering Avaya Social Media Manager 74 Comments on this document? [email protected] Negations

Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu, in the left navigation pane, select Text Processing > Sentiment > Negation Words. 3. In the Select Language field, click the language in which you to search for the negation words. 4. In the Enter search pattern field, enter a character or a word and select one of the following options: • Start with • Contains • End with • Whole Word 5. Click Search. In the Negation field, the system displays the list of negation words based on the search pattern. Related links Negation words field descriptions on page 73

Adding a new negation word About this task Use the fields in the Add New Negation Word(s) section to add new negation words. Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu in the left navigation pane, select Text Processing > Sentiment > Negation Words. 3. In the Select Language field, click the language in which you want to add the new negation word. 4. In the Add Single Word field, enter a new negation word. 5. Click Save. 6. (Optional) Click Choose File to upload the file containing the negation words. The system displays the name of the selected file next to the Choose File button. 7. Click Upload. Related links Negation words field descriptions on page 73

July 2016 Administering Avaya Social Media Manager 75 Comments on this document? [email protected] Chapter 7: Database maintenance

Understanding the database maintenance Social Media Manager polls the social media sites and stores the extracted valuable data in a database. Over the time, when Social Media Manager application is in a working condition, the data in the various text processing and social media tables can affect the performance and efficiency of the Social Media Manager application. Therefore, whatsoever volume of social media data that your organization plans to process, a periodic maintenance program is essential to keep the Social Media Manager application in good working condition and thereby maximize the return on your investment. To maintain the optimum performance of the Social Media Manager application, you must perform a regular maintenance of the Social Media Manager database. For optimum performance, you must perform the database maintenance at least every thirty (30) days. The database maintenance includes monitoring the database size and accordingly purging, vacuuming, indexing, and archiving the organization data. As a database administrator, you can perform the database maintenance using an editor of your choice or using the Postgres pgAdmin utility, which is installed with the Social Media Manager application. Note: If you find difficult to schedule your maintenance intervals because your organization requires certain collections of data more highly than the other data, for example, to keep social media users on file longer than their actual posts, tweets, and comments, you must contact Avaya Professional Services to develop a data retention strategy for your organization. This database maintenance section gives information about the various maintenance tasks for the Social Media Manager database. Related links Setting the Data Retention column on page 77 Vacuuming the tables in a database on page 79 Re-indexing tables on page 79 Archiving the data from the database on page 80 Monitoring the database tables size on page 82

July 2016 Administering Avaya Social Media Manager 76 Comments on this document? [email protected] Purging the data from database tables

Purging the data from database tables You can purge the data for facebook posts and comments, twitter tweets and direct messages, agent response history, generic social media sources. The following table gives the information about the tables in the SMM database to purge the data from the table.

Table Name Delete from field Tables for facebook posts and comments smm.FBPOST timedate smm.FBCOMMENT (pageid + postid) according with FBPOST purge Tables for twitter tweets and direct messages smm.TWDMHISTORY created_at smm.TWEETHISTORY timedate Table for generic social media sources smm.GENERICITEM datetime Other Tables smm.RESPONSEHISTORY timedate smm.RIVERFEED timestamp

For more information about the Social Media Manager database and tables in the database, see Database Reference guide. Related links Setting the Data Retention column on page 77 Set scheduler on page 78

Setting the Data Retention column About this task The dataretention column is added to Table smm.GWCONFIG. This number is the number of days that Customer keeps the information. The default value is 365 days. In this case, Customer will keep information not older than one year. This parameter can be configured in the Database. The minimum number of days for data retention is 30 days. Procedure 1. Open the pgAdmin III tool. From the Windows main menu, click Start > All Programs > PostgreSQL 9.4 > pgAdmin III. The system displays the pgAdmin III window.

July 2016 Administering Avaya Social Media Manager 77 Comments on this document? [email protected] Database maintenance

2. Connect to the Social Media Manager database server. a. In the Object browser pane at the left side, right-click the Social Media Manager database server in the Servers node and click Connect. b. In the Connect to Server dialog box, enter the user name SocialMM in the User name field. c. Enter the password in the Password field. d. Click OK. 3. Select the SMM database. a. In the left pane, expand the Social Media Manager database server node. b. Inside the Social Media Manager database server node, expand the Schemas node and select the SMM node. 4. Modify the Dataretention parameter. a. Expand the Tables node. b. Right-click on GWCONFIG table > ViewData > View All Rows. The system shows only one row. c. Edit the Dataretention column and close the windows. Related links Purging the data from database tables on page 77 Understanding the database maintenance on page 76

Set scheduler SMM implements purge database through QUARTZ job scheduler. The parameter gateway.scheduler.cronExpression is added to SMM_PATH\bin\gateway- fb.properties file. You can configure this parameter in order to select the time that you want to run it. The parameter has the following format: 0 0/1 * * * ? - "seconds" "minutes" "hours" "Day of month" "Month" "Day of week" For more information on configuring cron trigger see http://www.quartz-scheduler.org/ documentation/quartz-1.x/tutorials/crontrigger. Related links Purging the data from database tables on page 77

July 2016 Administering Avaya Social Media Manager 78 Comments on this document? [email protected] Vacuuming the tables in a database

Vacuuming the tables in a database About this task Vacuuming tables in the SMM database helps you to recover and reuse the disk space, which is otherwise occupied by updated and deleted rows in tables. For your convenience, the autovacuum option is enabled on the Social Media Manager database in the Social Media Manager application. The autovacuum option checks for tables that have large number of inserted, updated or deleted rows in tables and automatically performs the vacuuming process. Related links Understanding the database maintenance on page 76

Re-indexing tables About this task Tables in the Social Media Manager database features B-Tree indexing. So, whenever you purge data from a table in a database, you must re-index the tables in the Social Media Manager database. However, there are exceptions to few tables. See the table names marked with an asterisk. The following table lists the tables in the Social Media Manager database and the priority of re- indexing required for these tables.

High Medium Low fbcomment negationwords* dictionary* fbpage regexpr* emoticons* fbpost responsehistory* entity* genericfeed sentimentwords* relevantword* spamusers* twdmhistory tweethistory

Use the pgAdminIII query tool to run the SQL queries given in the table above. Procedure 1. Open the pgAdmin III tool. From the Windows main menu, click Start > All Programs > PostgreSQL 9.4 > pgAdmin III. The system displays the pgAdmin III window.

July 2016 Administering Avaya Social Media Manager 79 Comments on this document? [email protected] Database maintenance

2. Connect to the Social Media Manager database server. a. In the Object browser pane at the left side, right-click the Social Media Manager database server in the Servers node and click Connect. b. In the Connect to Server dialog box, enter the user name SocialMM in the User name field. c. Enter the password in the Password field. d. Click OK. 3. Select the SMM database. a. In the left pane, expand the Social Media Manager database server node. b. Inside the Social Media Manager database server node, expand the Schemas node and select the SMM node. 4. Perform the re-indexing operation. a. With the SMM node selected, click Tools > Maintenance. The system displays the Maintenance Database SMM window. b. In the Maintenance operation area, select REINDEX. c. Ensure that the Verbose messages check box selected. d. Click the Message tab to view the messages that the re-indexing operation displays. e. Click OK. Observe the re-indexing activity and check the completion message that the re-indexing operation displays. f. Click Done. Related links Understanding the database maintenance on page 76

Archiving the data from the database About this task Your organization policy should determine how to archive agents and user responses data. Avaya recommends archiving classified or handled items from the database on a quarterly basis. Following are some of the ideas that you can consider while archiving the data from the SMM database: • Archiving the data captured whenever your organization posts something and users respond to that post • Archiving social media history for analytical reporting

July 2016 Administering Avaya Social Media Manager 80 Comments on this document? [email protected] Archiving the data from the database

• Putting your archived data on an external database to keep the Social Media Manager application running efficiently Note: For more ideas, contact Avaya Professional Services. Use the pgAdminIII query tool to perform the archiving operation. Procedure 1. Open the pgAdmin III tool. From the Windows main menu, click Start > All Programs > PostgreSQL 9.4 > pgAdmin III. The system displays the pgAdmin III window. 2. Connect to the Social Media Manager database server. a. In the Object browser pane at the left side, right-click the Social Media Manager database server in the Servers node and click Connect. b. In the Connect to Server dialog box, enter the user name SocialMM in the User name field. c. Enter the password in the Password field. d. Click OK. 3. Select the SMM database. a. In the left pane, expand the Social Media Manager database server node. b. Inside the Social Media Manager database server node, expand the Schemas node and select the SMM node. 4. Perform the data archiving operation. a. With the SMM node selected, click Tools > Backup. The system displays the Backup Database SMM window. b. Click the button next to the Filename field to select a file in which you want to backup the data. c. In the Format area, select COMPRESS or PLAIN. The COMPRESS option helps you to backup the data in a compress format, thereby saving the disk space. The PLAIN option helps you to save the data in a plain text file from which you can read the backed up data. d. Select the Blobs and With OIDs check boxes. The With OIDs option is required because option is required because many tables in the SMM database uses foreign key constraints. e. In the PLAIN Options area, select the required options as archiving plans.

July 2016 Administering Avaya Social Media Manager 81 Comments on this document? [email protected] Database maintenance

Note: The check boxes in the PLAIN Options area are enabled only when you select the PLAIN option in the Format area. f. Ensure that the Verbose messages check box selected. g. Click the Message tab to view the messages that the archiving operation displays. h. Click OK. Observe the archiving activity and check the completion message that the archiving operation displays. i. Click Done. Related links Understanding the database maintenance on page 76

Monitoring the database tables size About this task If you are worried about running out of hard disk space and if you want to keep a track of the actual space consumed by the Social Media Manager database, you can periodically run the following SQL query to monitor the database size. ======SELECT pg_tables.tablename, pg_tables.schemaname, pg_size_pretty(pg_relation_size(( pg_tables.schemaname::text || '.'::text) || pg_tables.tablename::text)) AS pg_size_pretty FROM pg_tables ORDER BY pg_relation_size(( pg_tables.schemaname::text || '.'::text) || pg_tables.tablename::text) DESC; ======You can view the output of the above SQL query as shown below:

Table Name Schema Name Size cooccurr smm 143 MB tweethistory smm 70 MB termfrequency smm 63 MB fbusercontext smm 56 MB fbpost smm 37 MB riverfeed smm 21 MB twusercontext smm 13 MB

Related links Understanding the database maintenance on page 76

July 2016 Administering Avaya Social Media Manager 82 Comments on this document? [email protected] Tuning the Postgres database

Tuning the Postgres database About this task To gain the optimum performance of Social Media Manager and make database operations fast and efficient, you must tune the Postgres database for your specific environment. Procedure 1. In the Windows explorer, open the Postgres data directory. The default location of the data directory is: C:\Program Files (x86)\PostgreSQL \(8.4 or 9.4). 2. Create a backup of the postgresql.conf file. 3. Open the postgresql.conf file and set the values for the following parameters:

Parameter Name Value shared_buffers 512MB Memory dedicated to Postgres for global data caching. temp_buffers 16MB Memory used to cache per-session temporary table creation. checkpoint_segments 8MB The number of 16MB segments to fill until a checkpoint is required. effective_cache_size 1536MB Memory left over for global disk cache operations. work_mem 16MB Memory to be used for per-session sort operations before writing to disk. maintenance_work_mem 256MB Memory for global maintenance operations (vacuuming & database dumps/restores). wal_buffers 16MB Memory used to cache global write-ahead log entries. CPU Operations The properties for the CPU operations are related to query planner for 2.0-3.0Ghz CPU. cpu_tuple_cost 0.003 Table continues…

July 2016 Administering Avaya Social Media Manager 83 Comments on this document? [email protected] Database maintenance

Parameter Name Value cpu_index_tuple_cost 0.001 cpu_operator_cost 0.0005

4. Restart the Postgres service. Note: If the Postgres service fails to start, check the pg_log file located at "C:\Program Files (x86) \PostgreSQL\(8.4 or 9.4)\data\pg_log".

July 2016 Administering Avaya Social Media Manager 84 Comments on this document? [email protected] Chapter 8: Reports

In Social Media Manager, various reports are provided to view the information about the different kinds of users that use Twitter and Facebook to communicate with each other. You can view information about the received feeds, sentiments, route classification, classified contents, Twitter and Facebook influencer, users with high interactions, and traffic in Facebook and Twitter. Based on these reports, you can analyze about the received data accordingly passed that data to the respective agent in the contact center. Using this information, contact center or the organization can take the decision about providing services to their customers. On the main Reports page, you can view the options for the reports based on the feeds received from the social media channels. You can view the following report: • River of News • Traffic Daily • Total Monthly Traffic • Top 10 Monthly Tweeters • Top 10 Twitter Influencers • Top 10 Facebook Users • Top 10 Twitter Devices • Daily Sentiment • Monthly Sentiment • Daily Twitter Classification • Monthly Twitter Classification • Daily Facebook Classification • Monthly Facebook Classification • Daily Facebook Posts and Responses • Monthly Facebook Posts and Response Rate

Related links Understanding the River of News report on page 86 Understanding the Traffic Daily report on page 88 Understanding the Total Monthly Traffic report on page 89

July 2016 Administering Avaya Social Media Manager 85 Comments on this document? [email protected] Reports

Understanding the Top 10 Tweeters report on page 90 Understanding the Top 10 Tweeters Influencers report on page 91 Understanding the Top 10 Facebook Users report on page 92 Understanding the Top 10 Twitter Devices report on page 93 Understanding the Sentiment Daily report on page 94 Understanding the Sentiment Monthly report on page 95 Understanding the Daily Twitter Classification report on page 96 Understanding the Monthly Twitter Classification report on page 97 Understanding the Daily Facebook Classification report on page 98 Understanding the Monthly Facebook Classification report on page 99 Understanding the Daily Facebook Posts and Responses report on page 100 Understanding the Monthly Facebook Posts and Responses report on page 101

Understanding the River of News report The River of News report provides detailed and run-time information about the post activities on a Facebook page, tweets on Twitter, and feeds from different social media sources. The River of News report is helpful to collate the data from the different social media sources. The received information helps the organization to understand customer feedbacks and monitor the feedbacks. The report page displays the information about the received feeds in two columns. You can change the settings for the report to display the feeds information received from different social media sources, for different categories, in different languages, and containing positive and negative sentiments. Related links Reports on page 85 River of News field descriptions on page 86 Viewing the River of News report on page 87

River of News field descriptions On the River of News page, you can view the feeds received from the social media sources.

Buttons Description Play Displays the feeds received from a particular social media source or from all the configured social media sources. Clear Clears all the displayed feeds. Show settings Displays the fields to change the settings.

July 2016 Administering Avaya Social Media Manager 86 Comments on this document? [email protected] Understanding the River of News report

Show Settings In the River of News report page, when you click the Show Settings button, the system displays the fields. In these fields, you can select a required value to display the feeds information based on the selected settings.

Name Description Source Lists the social media sources from where the feeds are received. The River of News report page displays the feeds information received from the following social media sources: • Facebook • Twitter Language Lists the languages in which you can view the feeds information. Sentiment Lists the type of sentiments by which you can view the feeds information. Domains Lists the categories for the configured source and channels. RouteClass Lists the configured route classes. Relevance Displays the relevance value for a feed. The River of News report displays all the feeds for which the relevance value is greater than or equal to the specified relevance value.

Button Description Update Filters Updates the settings. The River of News report displays the feeds information based on the updated settings.

Related links Understanding the River of News report on page 86 Viewing the River of News report on page 87

Viewing the River of News report Procedure 1. Log on to the Social Media Manager Web page as an administrator. 2. From the Social Media Manager main menu in the left navigation pane, select Reports > River of News.

July 2016 Administering Avaya Social Media Manager 87 Comments on this document? [email protected] Reports

The system displays the River of News report page with two columns containing information about the feeds received from the social media sources. 3. On the River of News report page: • Click Pause to stop displaying the received feeds or Play to start displaying the received feeds. • Click Clear to clear the displayed feeds. • Click Show Settings to display the fields to change the settings for the report. Related links Understanding the River of News report on page 86 River of News field descriptions on page 86

Understanding the Traffic Daily report The Traffic Daily report displays the total inbound traffic received during a single month for the given domain on each day. This report allows users to choose the domain and the month for which they want to view the reports. The report also displays all accounts within the selected domain and the channels for which data was collected. The following picture displays a single month view of a daily traffic report.

July 2016 Administering Avaya Social Media Manager 88 Comments on this document? [email protected] Understanding the Total Monthly Traffic report