Cisco Remote Expert Mobile 10.6(3) Finesse Agent and Supervisor Gadget User Guide

Cisco Remote Expert Mobile 10.6(3) Finesse Agent and Supervisor Gadget User Guide
Cisco Remote Expert Mobile 10.6(3)
Finesse Agent and Supervisor Gadget
User Guide
First Published: 2015-07-31
Last Updated: 2015-07-31
Cisco Systems, Inc.
www.cisco.com
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User Guide
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User Guide
Preface
Preface
Change History
Changes
Initial release
Date
2015-07-31
About this guide
This guide is intended for Unified Contact Center Enterprise and Unified CCX agents and supervisors who use the Remote
Expert Mobile with a Finesse desktop as well as Experts that use Remote Expert Mobile with Unified CM.
Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries.
To view a list of Cisco trademarks, go to this URL: www.cisco.com/go/trademarks. Third-party trademarks mentioned are the
property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and
any other company.
Organization of This Guide
This guide includes the following sections:
Introduction
Introduction & brief overview of Remote Expert Mobile and its
SDKs, software server components, agent integrations and
key technologies.
Expert Assist Finesse Gadgets Overview
Description of the Finesse Agent & Supervisor Gadget
Finesse Agent Gadget
Sign In—Finesse Agent Gadget
Procedure for signing into the Finesse Agent Gadget
Finesse Agent Gadget Details
Detailed features and descriptions of the Finesse Agent
Gadget
Sign Out—Finesse Agent Gadget
Procedure for signing out of the Finesse Agent Gadget
Finesse Supervisor Gadget
Sign In—Finesse Supervisor Gadget
Procedure for signing into the Finesse Supervisor Gadget
Finesse Supervisor Gadget Details
Detailed descriptions and procedures for supervisors to
manage URLs and URL categories in the web agent console.
Sign Out—Finesse Supervisor Gadget
Procedure for signing out of the Finesse Supervisor Gadget
Acronym List
Lists some common industry and Cisco specific acronyms
relevant to Remote Expert Mobile.
Obtaining Documentation and Submitting a Service Request
For information on obtaining documentation, using the Cisco Bug Search Tool (BST), submitting a service request, and
gathering additional information, see What’s New in Cisco Product Documentation at:
http://www.cisco.com/c/en/us/td/docs/general/whatsnew/whatsnew.html.
Subscribe to What’s New in Cisco Product Documentation, which lists all new and revised Cisco technical documentation, as
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User Guide
Preface
Cisco has more than 200 offices worldwide. Addresses, phone numbers, and fax numbers are listed on the Cisco website at
www.cisco.com/go/offices.
Documentation Feedback
To provide comments about this document, send an email message to the following address: contactcenterproducts_
[email protected] We appreciate your comments.
Conventions
This document uses the following conventions.
Convention
Indication
bold font
Commands and keywords and user-entered text appear in bold font.
italic font
Document titles, new or emphasized terms, and arguments for which you supply values are in
italic font.
[ ]
Elements in square brackets are optional.
{x | y | z }
Required alternative keywords are grouped in braces and separated by vertical bars.
[x|y|z]
Optional alternative keywords are grouped in brackets and separated by vertical bars.
string
A nonquoted set of characters. Do not use quotation marks around the string or the string will
include the quotation marks.
courier font
Terminal sessions and information the system displays appear in courier font.
< >
Nonprinting characters such as passwords are in angle brackets.
[ ]
Default responses to system prompts are in square brackets.
!, #
An exclamation point (!) or a pound sign (#) at the beginning of a line of code indicates a comment
line.
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User Guide
Introduction
Introduction
Cisco Remote Expert Mobile is a software solution that enables personal and actionable customer interactions within mobile &
web applications. These interactions range from simple click-to call to a complete voice, video and Expert Assist customer
engagement session interconnected to a full contact center environment. For example, Cisco Remote Expert Mobile can
connect individual investors to the next available financial advisor within a mobile trading app (B2C—Business to Consumer) or
a field employee’s mobile app routing into an internal helpdesk (B2E—Business to Employee).
Features
With Cisco Remote Expert Mobile developers can deliver voice, video and Expert Assist co-browse and application sharing
in mobile or web applications. Cisco Remote Expert Mobile is designed specifically for remote collaboration services
provided through Cisco Unified Communications Manager, Cisco Unified Contact Center Enterprise (Unified CCE) and / or
Cisco Unified Contact Center Express (Unified CCX). Remote Expert Mobile offers the following features and options that
are pre-sized within core components. Core component features are:
■
In-app voice & video communications (Over-the-Top WebRTC communications)
§
§
§
§
High definition video and audio
Bi-directional or one-way video
Mute audio, video or both
Client side call control
■
WebRTC to SIP gateway (trunking into Cisco Unified Border Element and Unified Communications Manager)
■
Expert Assist
§
§
§
§
§
§
§
§
■
Web co-browse
Mobile app sharing
Remote app control
Expert form editing and completion
Annotation by expert
Expert document push
Expert URL sharing
Protect sensitive data with field and data masking
Media Handling:
§
§
§
§
§
§
§
§
STUN server (RFC 5389) for client external IP identification
UDP port multiplexing
Media encryption / decryption
Bidirectional audio
High definition video (H.264 or VP8 in CIF (352x288), nHD (640x360), VGA (640x480), 720p (1280x720)
High definition and narrowband audio codec support (Opus, G.711 ulaw or G.711 alaw)
Opus, G.711 ulaw, G.711 alaw & G.729a audio transcoding into the enterprise network
H.264 & VP8 video transcoding
SDKs
Cisco Remote Expert Mobile includes Software Development Kits (SDKs) to provide voice over IP, video over IP and
expert assist (app share & web co-browse, annotation and document push) features within pre-existing mobile and web
applications. Whether placing or receiving calls, Cisco Remote Expert Mobile supports web application in every major
browser such as: Google Chrome 33+, Mozilla Firefox 28+, Opera 28+, Internet Explorer 11 and Apple Safari 8. With
WebRTC at its core, in-app communications are enabled without the need for plugins. Where WebRTC is yet to be
supported in Internet Explorer and Safari, WebRTC plugins are provided for voice and video. Cisco Remote Expert Mobile
also delivers integrated communications in iOS 7+ and Android 4.1.2+ apps thru native libraries.
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User Guide
Finesse Gadgets Overview
Finesse Gadgets Overview
Remote Expert Mobile may be used in the Cisco Finesse® agent and supervisor desktop for Cisco Unified Contact Center
Enterprise and Unified Contact Center Express. In addition, for those that do not have Cisco Finesse desktop, agent and
supervisors can use the Expert Assist Web Agent Console and Expert Assist Web Supervisor Console to receive web-based
voice/video calls. Agent and experts may also co-browse with customers or consumers that have initiated a support session
from an RE Mobile enabled website or mobile application. For more information, please refer to the Remote Expert Mobile 10.6
- Expert Assist Web End User Guide for Agents and Supervisors.
Finesse Agent Gadget
Finesse Supervisor Gadget
For Agents—receive calls and co-browse with
customers
For Supervisors—manage aspects of the agent desktop, such
as which documents can be shared and which links can be
pushed.
Features:
Features:
■
Agent Sign in / out
■
Supervisor Sign in / out
■
Co-browse, Remote Control & Annotation
■
Manage Pushed Links and Documents
■
Document & URL push
■
Transfer and Conference co-browse
■
Form Editor
§
§
ments
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Add / Edit / Delete URLs
Add / Edit / Delete Docu-
User Guide
Finesse Agent Gadget
Finesse Agent Gadget
Sign In—Finesse Agent Gadget
Note: Finesse Gadgets require Internet Explorer version 10.0 Internet Explorer version 11.0 or Firefox v36 or newer.
Procedure
Step 1
Launch the Finesse Desktop and use the standard Finesse sign in procedure as defined in the Cisco
Finesse Agent and Supervisor Desktop User Guide.
You may be asked to accept a security certificate. Contact your administrator for instructions specific to
your browser.
This action opens a Sign In page for Finesse Agent Console.
Step 2
As an agent, enter the username given to you by your administrator / supervisor..
Step 3
For Password, enter your Agent password that was provided by your administrator.
Step 4
For Extension, enter the phone extension that was provided by your administrator
Step 5
Click Sign In.
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User Guide
Finesse Agent Gadget
Step 6
After a successful sign-in,the Finesse gadget will attempt to connect with the RE Mobile server. Whilst this
check is taking place the following image is displayed.
Successful login will show the Agent view window in the main viewing area.
Step 7
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User Guide
Finesse Agent Gadget
Finesse Agent Gadget Details
The following is a view of the Finesse Agent Gadget in the middle of a voice, video and Expert Assist session:
■
The Finesse Agent Gadget displays the Co-browse window, this is a view of the customer’s remote browser tab or
mobile application screen (i.e. the co-browse share session)
■
At the top of the Finesse Desktop is the Finesse header / other gadgets—this area contains:
■
The Finesse Desktop header which provides the ability to sign out and change agent state. It also has a row of tabs
which controls which gadgets are displayed
■
Other gadgets may also be visible. These may be displayed above or below the Expert Assist Agent gadget depending on your particular deployment configuration
■
The Expert Assist Agent toolbar—contains buttons and drop-downs relating to the expert assist agent gadget
■
The Expert Assist Agent co-browse area—displays the customer’s browser, i.e. the co-browse session
When appropriate, the Finesse Agent Widget presents the following tool bars:
■
■
Co-browse
toolbar
While in a co-browse session,
buttons for Doc/URL Pusj,
Remote control, Annotation, Clear
annotation, Form Editor, Expand
and Shrink will be shown.
Form editor window—this displays an agent tool for completing customer forms rapidly. The tool presents an easily
editable list of fields outside of the co-browse window to simplify agent entry.
Note:
Agents may select specific fields with the pointer and enter them on behalf of the customer within the
Co-browse window as well.
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User Guide
Finesse Agent Gadget
Prior to call—Finesse Agent Gadget:
When the Agent is logged in, but not in an active call, co-browse cannot be started until the call is answered.
.
Active voice & video call—Finesse Agent Desktop
When an incoming call is detected the Finesse Desktop will alert the expert / agent.
Once the call is answered, voice and video will be heard and seen through agent’s endpoint or softphone.
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User Guide
Finesse Agent Gadget
The agent can request a co-browse session via the “Start Co-browse” button in the toolbar. Once pressed the agent must wait
for the consumer to accept the co-browse session.
While in a co-browse session, the consumer will know that their browser is being shared to the agent as a message (“This page
is currently being shared”) is displayed at the top of the screen. The message will disappear when the agent clicks the “Leave
Co-browse” button.
Active voice, video & co-browse session—Finesse Agent Gadget
When the consumer in their mobile application or web browser has accepted a co-browse session, the Co-browse window is
presented to the agent. The agent will be viewing the content of the browser tab of the remote consumer or the application
screen of the mobile device. For security, the agent does not have access to the remote consumer’s desktop. Portions on the
remote screen may be masked or hidden from the agent by the developer in order to protect sensitive information such as
passwords, credit card numbers, etc.
While in the co-browse session the Co-browse Toolbar will be displayed.
Using these tools, agents can:
■
Point and click in the remote browser—Agent
can click areas of the web site viewed by the
consumer, traverse menus. The agent may also
focus on a form element and then use their keypad
to complete information on the behalf of the remote
user. The agent may also vertically scroll the
remote screen with the scroll buttons on the right
side of the co-browse window.
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User Guide
Finesse Agent Gadget
■
Annotate—As depicted at right, the agent can draw on the remote screen to highlight specific sections of the remote
application or a pushed document.
■
Clear annotation—The agent uses this to remove previous annotations.
■
Push a URL or Link—The agent may push the consumer another Remote Expert enabled link enabling the remote
application to jump to a specific web page or portion of the application. These URLs are added via the supervisor in
the Expert Assist Web Supervisor Console.
Note:
■
If a URL or Link is pushed while a document is shared then the document window will be closed.
Push a Document (PDF or images)—The agent may push the consumer a document (PDF, or image (PNG, JPEG,
GIF) to review. As shown in the following diagram, the document can be jointly browsed, the agent can annotate and
the document may be closed.
The agent can place the user on hold through the finesse desktop or by using the hold button on the phone. The Finesse
gadget will end the co-browse session when the agent is no longer talking to the consumer. The co-browse session will
automatically resume when the agent retrieves the call.
The agent can click “Leave Co-browse” to end the co-browse session whilst the call is in progress. The co-browse session can
be resumed by clicking “Rejoin Co-browse” while the consumer is still on the call. Note, the consumer will not be prompted to
re-accept the co-browse session.
The consumer will know when co-browse is being shared as a sharing message banner is displayed at the top of the screen.
Direct Transfer—If the agent performs a direct transfer the co-browse session will end as the consumer is transferred to
another agent. The agent cannot rejoin the co-browse session.
Consult Transfer—A consult transfer will exhibit the following behavior:
•
While on the consult call the co-browse session is ended. The agent cannot see the consumer screen when the agent
is not talking to the consumer.
•
The first agent can click retrieve, transfer or conference during the consult call
o
Retrieve—the co-browse session will automatically resume as the call with consumer resumes.
o
Transfer—the co-browse session will permanently end (cannot be rejoined) after the call is transferred to the
other agent
o
Conference—the co-browse session will automatically resume as the call with consumer is placed in a
conference. The second agent can choose to join co-browse by clicking “start co-browse” button
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User Guide
Finesse Agent Gadget
Active voice, video & co-browse session with a form—Finesse Agent Gadget
Complete forms on the co-browse window—When there is a
form to be completed by the consumer in the web page or
mobile application, the agent can complete visible forms by
selecting the field with the Agent Remote Control tool and then
typing.
Complete forms using the Form Editor tool—The form editor
button will place a form editor tool in the main window thereby
enabling the Agent to quickly co-complete the customer’s
form.
Sign Out—Finesse Agent Gadget
The standard Finesse sign out procedure as defined in the Cisco Finesse Agent and Supervisor Desktop User Guide document
should be followed.
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User Guide
Finesse Supervisor Gadget
Finesse Supervisor Gadget
Sign In—Finesse Supervisor Gadget
Note: Finesse Gadgets require Internet Explorer 10.0 / 11.0 or Firefox v33+.
Procedure
Step 1
Launch the Finesse Desktop and use the standard Finesse sign in procedure as defined in the Cisco
Finesse Agent and Supervisor Desktop User Guide. You may be asked to accept a security certificate.
Contact your administrator for instructions specific to your browser.
This action opens a Sign In page for Finesse Supervisor Gadget.
Step 2
As a supervisor, enter the username given to you by your administrator.
Step 3
For Password, enter your Agent password that was provided by your administrator.
Step 4
For Extension, enter your phone extension that was provided by your administrator.
Step 5
Click Sign In.
Step 6
A successful sign-in launches the Expert Assist Supervisor Agent interface below.
Successful login will show the URL list window in the main viewing area.
Finesse Supervisor Gadget Details
The Supervisor Gadget can be used to manage content pushed from the Agent console to the consumer app:
■
URLs
■
URL categories
Note: For more information on this feature in the Agent console please refer to the “Push a Document (PDF or images)”
feature.
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User Guide
Finesse Supervisor Gadget
Manage Document Add / Edit / Delete URLs
There are two types of URLs available to Agents:
■
LINK URLs—this type of URL provides a link to a web page. An Agent can choose to ‘push’ one of these links to the
customer in order to direct the customer’s browser to a new web page
■
DOCUMENT URLs—this type of URL provides a link to a file or document. An Agent can choose to ‘push’ one of
these documents to the customer and the customer’s browser will display it.
Note: Document URLs should link to PDFs. PDF files should be limited in size as they will be downloaded into the consumer’s application. Load time will vary based on file size (MB) and Internet connection speed. As a best practice, these
files should not exceed 2 MB.
The supervisor manages (add, edit, delete) these URLs. These URLs appear in a “share” drop down in the agent
gadget/console.
URL management screen:
URL properties
Each URL managed by the
■
URL—A resolvable URL by the agent. A LINK URL must be resolvable by the consumer application. A DOCUMENT
URL must be resolvable by the REAS.
■
Description—A description of the URL that will help the agent understand how document or link might be used
■
Type—Either ‘DOCUMENT’ or ‘LINK’.
■
DOCUMENT—supported document types (pdf, gif, png, jpeg) can be pushed and displayed on the customer’s
browser.
■
LINK—represents a web page. When the link is pushed to the customer, their web page will redirect to the LINK
URL.
■
Category (optional)—The category of the URL. Used to group and categorize similar URLs
■
Priority—The order that the document should be displayed to the Agent. Higher priority values will be displayed first.
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User Guide
Finesse Supervisor Gadget
Adding a URL
Procedure
Step 1
Sign In to the Finesse Supervisor Gadget
Step 2
Select the URL tab. A table with URLs will be displayed
Step 3
Select the New (+) button above the table. The add dialog will be displayed:
Step 4
Enter URL, Description, Type, Category and Priority fields.
Step 5
Click Add. The add dialog will close and the new URL will be added to the URL table. The add dialog will
close and the new URL will be added to the URL table.
Editing a URL
Procedure
Step 1
Sign In to the Finesse Supervisor Gadget
Step 2
Select the URL tab. A table with URLs will be displayed
Step 3
Select the row to edit in the table and then click Edit (pencil) button. The edit URL dialog will be displayed
Step 4
Edit the URL, Type, Description, Category and Priority fields.
Step 5
Click Update. The dialog will close and the updated URL will be added to the URL table.
Deleting a URL
Procedure
Step 1
Sign In to the Finesse Supervisor Gadget
Step 2
Select the URL tab. A table with URLs will be displayed
Step 3
Select the row to delete in the table and then click Delete (-) button. The Delete confirmation dialog will be
displayed
Step 4
Confirm. The dialog will close and the URL will be removed from the URL table.
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User Guide
Finesse Supervisor Gadget
Adding a URL Category
Procedure
Step 1
Sign In to the Finesse Supervisor Gadget
Step 2
Select the URL Category tab. A drop down of categories will be displayed.
Step 3
Select the New (+) button. The Add dialog will be displayed. Step 4
Enter the category name and click Add. The URL Category will be added to the drop down.
Deleting a URL Category
Procedure
Step 1
Sign In to the Finesse Supervisor Gadget
Step 2
Select the URL tab. A table with URLs will be displayed
Step 3
Select the row in the table to delete and then click Delete (-) button. The Delete confirmation dialog will be
displayed
Step 4
Confirm. The dialog will close and the Category will be removed from the drop down.
Sign Out—Finesse Supervisor Gadget
The standard Finesse sign out procedure as defined in the Cisco Finesse Agent and Supervisor Desktop User Guide document
should be followed.
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User Guide
Acronym List
Acronym List
§
CIDR—Classless Inter-Domain Routing
§
CODEC—“coder-decoder" encodes a data stream or signal for transmission and decodes it for playback in voice over
IP and video conferencing applications.
§
CSDK—Remote Expert Mobile Client SDKs. Includes three distinct SDKs for iOS, Android and Web/JavaScript
developers.
§
CUBE—Cisco Unified Border Element, a Cisco session border controller used in contact center and unified
communications solutions
§
CUCM—Cisco Unified Communications Manager or Unified CM
§
CUCS—Cisco Unified Computing System servers
§
CVP—Cisco Unified Voice Portal
§
G.711—PCMU/A 8-bit audio codec used for base telephony applications
§
G.729a—low bit rate audio codec for VoIP applications
§
H.264—video codec. H.264 is the dominant video compression technology, or codec, in industry that was developed
by the International Telecommunications Union (as H.264 and MPEG-4 Part 10, Advanced Video Coding, or AVC).
Cisco is open-sourcing its H.264 codec (Open H.264) and providing a binary software module that can be downloaded
for free from the Internet. Cisco will cover MPEG LA licensing costs for this module.
§
Opus—low bit rate, high definition audio codec for VoIP applications. Opus is unmatched for interactive speech and
music transmission over the Internet, but is also intended for storage and streaming applications. It is standardized by
the Internet Engineering Task Force (IETF) as RFC 6716 which incorporated technology from Skype's SILK codec and
Xiph.Org's CELT codec (www.opus-codec.org)
§
NACK—Negative Acknowledgement. NACK is used by the receivers of video to indicate the loss of one or more RTP
packets as par to the base mechanisms of the Real-time Transport Control Protocol (RTCP). This enables the sender
to resend video packets to handle packet loss over the Internet or poor network conditions.
§
PCCE—Cisco Packaged Contact Center Enterprise (Packaged CCE)
§
PLI—Packet Loss Indication is another feedback mechanism of the Real-time Transport Control Protocol (RTCP)
which enables the sender to resend keyframe packets to re-establish a full video picture when communicating over the
Internet or poor network conditions.
§
REAS—Remote Expert Mobile Application Server
§
REMB—Remote Expert Mobile Media Broker
§
RTP—Real-time Transport Protocol
§
RTCP—Real-time Transport Control Protocol
§
UC—Unified Communications
§
UCCE—Cisco Unified Contact Center Enterprise (Unified CCE)
§
UCCX—Cisco ® Unified Contact Center Express (Unified CCX)
§
VP8—video codec. VP8 is a video compression format owned by Google. Google remains a staunch supporter of VP8
after buying On2 Technologies in 2010. Google then released VP8 software under a BSD-like license as well as the
VP8 bitstream specification under an irrevocable license and free of royalties. VP8 is roughly equivalent in processor
usage, bandwidth and quality as H.264.
§
WebRTC—Web Real Time Communications for plugin-less communications
18
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