Configuring Resource Dump Tasks

Prerequisites

• You have enabled the Resource Dump feature for the tenant.
• You have purchased Object Storage Service (OBS) at https://www.huaweicloud.com/intl/en-us/product/obs.html.
• To use the function of querying dump resources online, you have enabled the View dump resources online feature.

  In addition, you have purchased Cloud Search Service (CSS) on Huawei Cloud at https://www.huaweicloud.com/intl/en-us/product/css.html, obtained the cloud search server certificate by referring to https://support.huaweicloud.com/intl/en-us/css_faq/css_02_0106.html, and uploaded the certificate to the system by referring to Managing a Certificate.

• An application has been submitted to the system administrator and approved to add the OBS address, OBS proxy address, CSS address, and CSS proxy address to the address trustlist.

Context

• If information, such as the AK, SK, and proxy user password, is changed on OBS, you need to modify the configuration in the AICC as follows: Choose Configuration Center > System Management > Resource Dump and update OBS information, such as the AK, SK, and proxy server password.
• If the user password of CSS or the CSS proxy server is changed, you need to modify the configuration in the AICC as follows: Choose Configuration Center > System Management > Resource Dump and update the user password of CSS or the CSS proxy server.
• After a resource dump task or server is deleted, the corresponding dump resources cannot be queried online. You can query the dump resources on the purchased CSS.

Procedure

1. Add a resource dump server.
   1. Click the Resource Dump Server tab.
   2. Click New in the upper right corner to add a resource dump server for storing resource data, including voice files, report data, CDR data, contact records, multimedia chat data, and AI inspection data.
      NOTE:

      A maximum of 20 resource dump servers can be added for a tenant space.

   3. Customize the server name and set Type to OBS server.

      The server name must be unique.

   4. Enter information about the purchased OBS, including the OBS address, data bucket, AK, and SK.
   5. (Optional) Configure the proxy. Enter the proxy server address, port, username, and password.
      NOTE:

      If the server can directly access the external network, you do not need to configure the proxy.

   6. Click OK.

2. (Optional) Add a cloud search server.
   1. Click the Cloud Search Server Configuration tab.
   2. Click New in the upper right corner to add a cloud search server.
      NOTE:

      Only one cloud search server can be added for a tenant space.

   3. Customize the server name and set Type to CSS server.

      The server name must be unique.

   4. Enter information about the purchased CSS, including the CSS address, CSS port, cluster login username, and password.
   5. (Optional) Configure the proxy. Enter the proxy server address, port, username, and password.
      NOTE:

      If the server can directly access the external network, you do not need to configure the proxy.

   6. Select the cloud search server certificate that has been uploaded.
      NOTE:

      If certificate verification is disabled, peer identity spoofing risks occur. You are advised to enable certificate verification.

   7. Click OK.

3. Click the Resource Dump Task tab to add a task for obtaining resource data.
   NOTE:

   Only one voice file task, one report data task, one CDR data task, and one AI inspection data task can be created for the same dump data type and dump duration.

4. Add a task for obtaining voice files.
   1. Customize the task name and set Dump Data Type to Voice file.

      The task name must be unique.

   2. Select a configured dump server and set the dump file path for storing voice files generated by the business side, for example, /data/voicefile.
   3. (Optional) Set Dump file retention period (month). The value is an integer ranging from 1 to 60. If this parameter is left blank, data is stored permanently.
   4. (Optional) Click to enable CSS.

      The keys for storing voice files in OBS are written to CSS.

   5. Click OK.

5. Add a task for obtaining report data.
   1. Customize the task name and set Dump Data Type to Report data.

      The task name must be unique.

   2. Select a configured dump server and set the dump file path for storing report data generated by the business side, for example, /data/reportdata.
   3. Set the dump duration.
      • Day: Data of one day is uploaded for each task.
      • Week: Data of one week from Monday to Sunday is uploaded for each task.
      • Month: Data of one month from the beginning to the end is uploaded for each task.
   4. (Optional) Set Dump file retention period (month). The value is an integer ranging from 1 to 60. If this parameter is left blank, data is stored permanently.
   5. Select one or more reports to be dumped. The options are as follows:
      • VDN Performance Report
      • VDN Performance Statistics Report by Access Code
      • IVR Data Report
      • IVR Data Statistics Report by Access Code
      • Skill Queue Performance Report
      • Skill Queue Performance Statistics Report by Access Code
      • Agent Performance Summary Report
      • Skill Queue Summary Report
      • Agent Outbound Call Summary Report
      • Agent Connection Operation Report
      • Summary Report on Calls Abandoned During Ringing
   6. Click OK.
   7. Click Enable to enable the task.

6. Add a task for obtaining CDR data.
   1. Customize the task name and set Dump Data Type to CDR data.

      The task name must be unique.

   2. Select a configured dump server and set the dump file path for storing CDR data generated by the business side, for example, /data/cdrdata.
   3. (Optional) Set Dump file retention period (month). The value is an integer ranging from 1 to 60. If this parameter is left blank, data is stored permanently.
   4. Click OK.
   5. Click Enable to enable the task.

7. Add a task for obtaining contact records. A maximum of 20 contact record tasks can be added.
   1. Customize the task name and set Dump Data Type to Contact record.

      The task name must be unique.

   2. Select a configured dump server and set the dump file path for storing contact records generated by the business side, for example, /data/contactrecord.
   3. Set the dump duration.
      • Day: Data of one day is uploaded for each task.
      • Week: Data of one week from Monday to Sunday is uploaded for each task.
      • Month: Data of one month from the beginning to the end is uploaded for each task.
   4. Set the start day of the dump duration. When Dump Duration is set to Week or Month, you need to set this parameter to delete contact records.
      • When Dump Duration is set to Week, the value of Dump Duration Start ranges from Monday to Sunday.
      • When Dump Duration is set to Week, the value of Dump Duration Start is a positive integer ranging from 1 to 28.
   5. (Optional) Set Dump file retention period (month). The value is an integer ranging from 1 to 60. If this parameter is left blank, data is stored permanently.
   6. (Optional) Set filter criteria.
   7. Set Export data field. The options are as follows:
      • Fields in contact record list: All data fields are exported and the value cannot be customized.
      • Customized fields in contact record: All fields are exported by default and the value can be customized.
   8. Click OK.
   9. Click Enable to enable the task.

8. Add a task for obtaining multimedia chat data.
   NOTE:

   For a single tenant, one channel can have only one dump task. If an omni-channel dump task exists, other dump tasks for storing multimedia chat data are not allowed. Discarded tasks are not counted.

   1. Customize the task name and set Dump Data Type to Multimedia chat data.

      The task name must be unique.

   2. Select a configured dump server and set the dump file path for storing multimedia chat data generated by the business side. The dump file path must start with a slash (/), for example, /data/multimedia.

      After the dump file path is set, the system automatically displays the path for storing dump files on OBS in /ccfs/Tenant space ID/Entered path format.

   3. (Optional) Set Dump file retention period (month). The value is an integer ranging from 1 to 60. If this parameter is left blank, data is stored permanently.
   4. (Optional) Click to enable CSS.

      The keys for storing chat record index files in OBS are written to CSS.

   5. Set Chat Data Dump Duration (Day).

      The value is an integer ranging from 2 to 180. The default value is 30.

      NOTE:

      The current date is used as the date before which data is dumped. For example, if this parameter is set to 3, data of the third day before is dumped, but data of the fourth day before and earlier is not dumped.

      In earlier versions, the value of Chat Data Dump Duration (Day) ranges from 1 to 180. When this parameter is set to 1, if a multimedia chat crosses days, the chat data may be lost. In this case, you are advised to add a resource dump task again.

   6. Select all channel types.
   7. Click OK.

9. Add a task for obtaining AI inspection data.
   1. Customize the task name and set Dump Data Type to AI inspection data.

      The task name must be unique.

   2. Select a configured dump server and set the dump file path for storing AI inspection data generated by the business side. The dump file path must start with a slash (/), for example, /data/inspectiondata.

      After the dump file path is set, the system automatically displays the path for storing dump files on OBS in /ccfs/Tenant space ID/Entered path format.

   3. (Optional) Set Dump file retention period (month). The value is an integer ranging from 1 to 60. If this parameter is left blank, data is stored permanently.
   4. Set AI Inspection Data Dump Duration (Day).

      The value an integer ranging from 15 to 90. The default value is 60.

      NOTE:

      The current date is used as the date before which data is dumped. For example, if this parameter is set to 3, data of the third day before is dumped, but data of the fourth day before and earlier is not dumped.

   5. Click OK.

Follow-up Procedure

• 5 minutes after a task is started, choose Configuration Center > System Management > Resource Dump Task to view the task execution record.
  • If a task fails to be executed, click Re-execute to execute the task again.
• After a task for which CSS is enabled is started, choose Customer Contact History > Dump Resource to view dump resources online.