Cisco Remote Expert Mobile Design Guide Version 11.5(1)

Cisco Remote Expert Mobile Design Guide Version 11.5(1)
Cisco Remote Expert Mobile
Version 11.5(1)
Design Guide
First Published: 2016-08-10
Last Modified: 2016-12-13
Cisco Systems, Inc.
www.cisco.com
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Preface
Change History
Changes
See
Date
Initial release of document for Release 11.5(1)
August 2016
Merged Large and Small OVA details
into For Production Systems table
Virtual Machine (OVA) Specifications on page 32
October 2016
Updated section
Sizing Remote Expert Mobile Virtual Machines on page 33
Updated section
Audio-Only Calls on page 36
Added section
Deployment Across Multiple Data Centers
Updated section
Requirements for optional Reverse Proxy Server
on page 16
Updated sections
Introduction on page 6
Added section
Remote Expert Co-browse on page 41
Removed section
Co-browse only mode from Other Scenarios
Updated section
Sizing REM VMs with correct data
Removed section
Compatibility information
Updated section
Deployment Across Multiple Data Centers
Updated Sections
Interoperability – addition of link to compatibility matrix
November 2016
December 2016
Sizing REM VMs to reflect standard of 2 REASs and
maximum of 3
Updated Section
Interoperability – addition of tech note to Cisco Video
Endpoints
About this guide
This guide provides design considerations and guidelines for deploying Cisco Remote Expert Mobile with Unified CCE,
Unified CCX, and Unified CM.
This guide assumes that you are familiar with basic contact center and unified communications terms and concepts. It
describes the necessary DNS, NAT, reverse proxy, and firewall architectural elements for RE Mobile. It assumes that the
network administrator has a working knowledge of configuring these systems. It also assumes you have sufficient Cisco Unified
Call Manager knowledge to do the following:
■ Configure CUCM trunks
■ Configure routing patterns
Successful deployment of Remote Expert Mobile also requires familiarity with the information presented in the Cisco
Collaboration Systems Solution Reference Network Designs (SRND).
Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and 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
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property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and
any other company.
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Organization of This Guide
This guide includes the following sections:
Section
Description
Introduction
This section provides an overview of Remote Expert Mobile and its
SDKs, software server components, agent integrations, and key
technologies.
Architecture Overview
This section introduces the SDK and server components of Remote
Expert Mobile and required Cisco components
Deployment Scenarios
This section describes the standard Remote Expert Mobile with
Unified CCE and Unified CM model deployments.
This section describes high availability and failover scenarios
High Availability
Securing Remote Expert Mobile
This section provides an introduction to designing security into
Remote Expert Mobile deployments and applications
VM Specifications and Constraints
This section describes the system requirements for Remote Expert
Mobile Virtual Machines
Sizing Remote Expert Mobile Virtual Machines
This section deals with sizing the Unified CCE components for your
contact center. It also discusses the impact of some optional
features on component sizing.
Bandwidth Provisioning and QoS
Considerations
This section discusses bandwidth, latency, and quality of service
design considerations for Remote Expert Mobile.
External Firewall and NAT Settings
This section reviews the firewall settings used in conjunction with
Remote Expert Mobile
Remote Expert Co-browse
This section reviews the differences between the full edition of
Remote Expert Mobile and Remote Expert Co-browse.
Acronym List
This section lists some common industry and Cisco-specific
acronyms and other terms 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.
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Documentation Feedback
To provide comments about this document, send an email message to the following address:
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We appreciate your comments.
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Conventions
This document uses the following conventions.
Convention
Indication
bold font
Commands, 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 non-quoted sequence of characters. Do not use quotation marks around the string or the string
will include the quotation marks.
courier font
Terminal sessions and information that the system displays appear in courier font.
< >
Non-printing characters, such as passwords, are shown 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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Introduction
Cisco Remote Expert Mobile is a software solution that enables personal and actionable customer interactions within mobile
and 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-browsing and application
sharing in mobile or web applications. Cisco Remote Expert Mobile enables remote collaboration services provided
through the following:
■ Cisco Unified Communications Manager
■ Cisco Unified Contact Center Enterprise (Unified CCE)
■ 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 and 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 Cisco Unified Communications Manager)
■ Expert Assist
—
—
—
—
—
—
—
—
—
—
Web co-browsing
Escalate a call to include 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
Choice of media modes:
o Full voice and video
o Agent-only video (with audio in both directions)
o Audio only
■ Media Handling:
—
—
—
—
—
—
—
—
—
STUN Agent and Client (RFC 5389) for client external IP identification
Note: Although REM acts as both STUN server (when receiving requests and sending responses), and as
STUN client (when sending requests and receiving responses), REM does not act as a regular STUN
resolution server.
UDP port multiplexing
Media encryption and 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 u-law (μ-law/mu-law) or G.711 A-law)
Opus, G.711 u-law (μ-law/mu-law), G.711 A-law and G.729a audio transcoding into the enterprise network
H.264 and VP8 video transcoding
OpenH264 support
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Remote Expert Co-browse
With Cisco Remote Expert Co-browse (previously called Meet-me) developers can deliver Expert Assist co-browse and
application sharing in mobile or web applications. In this case, the key components are:
— Expert Assist (with all its elements as above)
See the Remote Expert Co-browse section for more details.
SDKs
Cisco Remote Expert Mobile includes Software Development Kits (SDKs) to provide Voice over IP, Video over IP and
Expert Assist (app sharing and web co-browsing, 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
the following:
■ Google Chrome
■ Mozilla Firefox
■ Opera
■ Internet Explorer
■ Apple Safari
WebRTC enables in-app communications without the need for plug-ins. Where WebRTC is yet to be supported in Internet
Explorer and Safari, WebRTC plug-ins are provided for voice and video.
Cisco Remote Expert Mobile also delivers integrated communications in iOS and Android apps through native libraries.
Note: Remote Expert Co-browse does not include voice and video functions.
Cisco Remote Expert Mobile Client SDK (CSDK)
■ Expert Assist (co-browse, annotation, and document push) supported in IE and Safari without plug-in for agent and
consumer; supports HTTP or HTTPS URLs only, not FTP.
Only voice and video (WebRTC) requires plug-in for IE and Safari.
■ Expert Assist—Support for Chrome, Firefox, Safari, and Internet Explorer (Windows desktop only, not tablet).
■ Expert Assist—Agent form filling for Web, Android and iOS.
■ Expert Assist—Push File Content; similar to Push Document/Image URL but instead the Agent downloads the content and
sends it directly to the Consumer; supports HTTP or HTTPS URLs only, not FTP.
■ Expert Assist—To use co-browse-only mode in the Consumer Sample application, a new URL parameter has been
introduced to enable this mode: cobrowseOnly=true and cid=<an_id> must be specified.
■ Expert Assist—Specify both a destination and a correlation ID to the Consumer Sample application using both the following
URL parameters, separated by an ampersand (&): destination=<address>&cid=<an_id>
Audio-only & Expert Assist support
■ Airplay support for video and Expert Assist
■ JavaScript sample application (in source code form)
■ Agent SDK Connection Status API added
■ Allow clients to set their own encoding for UUI values
■ Android sample application (in source code form)
■ Android Sample provides simple volume control and speaker selection
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■ iOS Simulator (i386) build support. iOS Simulator Support for Co-browse only Mode.
■ iOS support: arm64, armv7, armv7siOS sample application (in source code form)
■ Expert Assist—Remote use of iOS UI components by agents (UISlider, UISwitch, UIStepper)
■ IE plug-in logs to the file system at <user-home>\AppData\LocalLow\FusionVideo\ieplugin.log
Note: Remote Expert Co-browse does not include voice and video
Cisco Remote Expert Mobile Application Server (REAS)
■ Expert Assist—Configurable screen-share quality
■ Expert Assist—Co-browse Activity Indicator; the Consumer is given a visual indicator when an Agent is viewing the cobrowse or mobile app share.
■ Expert Assist—Multiple agent support for co-browse/app share (up to 4 parties per Expert Assist session)
■ Finesse Expert Assist Gadget (supported on Chrome, IE, and Firefox)
■ Finesse Expert Assist Supervisor Gadget (supported on Chrome, IE, and Firefox)
■ Expert Assist Web Agent Console (supported on IE, Chrome, and Firefox) for Unified CM deployments
■ Expert Assist Web Supervisor Console (supported on IE, Chrome, and Firefox) for Unified CM deployments
■ Supports multiple outbound SIP Servers
Note: The Remote Expert Co-browse does not include support for SIP servers.
Cisco Remote Expert Mobile Media Broker (REMB)
■ Network Isolation Detection in Media Broker
■ Media Broker supports graceful shutdown
Note: Remote Expert Co-browse does not include the use of media brokers.
Cisco Unified Border Element (CUBE)
■ Cisco Unified Border Element is optional in Unified CCX and Unified Communications Manager only deployments. It is
required only if you need recording at a Cisco Unified Border Element level.
Technologies
WebRTC
WebRTC is a standards-based approach for enabling real time communications through a common set of APIs. These
APIs are part of the HTML5 standards, and permit web developers to embed communications within websites and mobile
applications without knowing the complexities of Voice over IP. WebRTC defines a way for browsers and mobile apps to
implement technologies like video conferencing in a way that is both interoperable with other clients and does not require
the use of a plug-in. WebRTC uses a variety of audio and video codecs such as G.711, Opus, H.264, and VP8.
Note: WebRTC is not supported by Remote Expert Co-browse
Expert Assist
With Expert Assist, the remote user of an application can share the app window of the tablet or smartphone, or the browser
tabs, with an expert. Sensitive information, for example fields and regions of a web page or application, can be masked to
hide them from the expert’s view. The expert can also move the live video window, to ensure that it does not interfere with
elements of the screen. Expert Assist supports web browsers, and native iOS or Android apps
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The expert can also control the app or website of the user through simple point and click operations. Remote control allows
the advisor to navigate the menus, jump to specific information, complete forms, or walk the remote user through an
important process.
In addition to co-browsing and remote control, experts can annotate within the app, and push documents for apps using
the CSDK.
Unlike most co-browsing technologies, Expert Assist does not share the Document Object Model (DOM) between the user
and the expert. Expert Assist technologies ensure that inconsistencies between different browsers are not a problem
during a session. In addition, Expert Assist supports native iOS or Android apps.
MOWS
Using Media-over-WebSockets (MOWS) allows Chrome clients to use H.264, which reduces the need for transcoding.
When Dynamic Codecs are enabled, the system detects whether a client supports MOWS—if it does not, then WebRTC is
used instead. Typically, using MOWS can be accomplished without the need for firewall configuration changes.
Note: MOWS is not supported in Remote Expert Co-browse.
AED
AED (application event distribution) enables you to deepen the user’s experience through simultaneous synchronizing of
application context between clients, using topics, data, and messages. AED enables applications to do more than just
screen sharing where the video from one client's screen is captured and shared with another—it allows you to share the
data pertaining to the context that the app is in. Client apps can then use that data to provide an experience tailor-made for
the target user, perfectly suited for display on the user’s device type.
■ Topics—Topics are the top-level data containers in the AED. A client can connect to (and create if necessary) any
number of Topics at the same time. When connected to a Topic, client applications are notified of Messages sent
and Data submitted to the Topic.
■ Data—Data is persistent; the Topic keeps track of all Data submitted. When connecting to a Topic, the client
receives an array of all the previously submitted Data.
■ Messages—Messages are transient, and are only received while connected to a Topic. Messages are distributed to
client applications in real-time, but no guarantees are made about the order in which Messages are received, and
unlike AED Data, there are no API semantics around versioning Messages.
For further details on implementing AED, see Cisco Remote Expert Mobile—Advanced CSDK Developers Guide.
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Architecture Overview
Voice, video, and Expert Assist sessions in RE Mobile are created from mobile and web applications that embed the RE Mobile
Client SDK (CSDK). These communications traverse securely “over-the-top” of the Internet into the Enterprise network to
experts utilizing a Cisco UC and Contact Center infrastructure. The firewall and Reverse Proxy permit the session signaling to
access the RE Mobile server component known as the Remote Expert Mobile Application Server (REAS). Voice and video
media traverse through the DMZ to the RE Mobile server component known as the Remote Expert Media Broker (REMB).
Figure 1. Core Remote Expert Mobile Architecture
Architectural notes:
■ Mobile and web application may be validated with a secure Application ID in order to initiate Remote Expert Mobile
sessions, or they may be anonymous
■ Signaling traverses the Remote Expert Mobile solution between the mobile and web applications to a SIP server.
RE Mobile supports SIP interoperability with either CUBE-E or Cisco Unified CM.
■ All media is encrypted between the Remote Expert Mobile Media Broker and the mobile or browser applications
utilizing the client SDK.
■ The Unified CM cluster provides call control for enterprise network endpoints (local or remote).
■ Voice and video media traverses Remote Expert Mobile Media Broker and may be relayed to endpoints directly or
thru the UC infrastructure;
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Interaction with Cisco Contact Center and Unified Communications Infrastructure
Once an application is authorized to instantiate a session in the CSDK, calls are initiated over secure WebSockets into REAS.
Remote Expert Mobile connects to either a Cisco UBE (Unified Border Element), or a Cisco UCM (Unified Communications
Manager) using a SIP trunk. REAS will route all initial and subsequent SIP requests into this SIP trunk.
Figure 2. Remote Expert Mobile General Call Flow
In this call flow, the Remote Expert Mobile provides a unique identifier (SIP UUI) within the SIP-header for all messages
forward to CUBE or Unified CM to initiate call correlation within the Unified Contact Center Enterprise (Unified CCE) and UC
infrastructure. This is specified during session token creation to the REAS.
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Remote Expert Mobile Components
Deployment of the RE Mobile OVA results in a Virtual Machine (VM)
created with a base CentOS 7.2 operating system. The following
products are installed in this VM:
1.
Remote Expert Mobile Media Broker (REMB)
2.
Remote Expert Mobile Application Server (REAS)
3.
Expert Assist Finesse Gadgets for Agent and Supervisors
(Finesse Gadgets)
4.
Expert Assist Agent Web and Supervisor Consoles
(Expert Assist Consoles)
Figure 3. Components of Remote Expert Mobile
Remote Expert Mobile Application Server (REAS)
REAS is an application delivery platform managing HTTP and SIP communication for the Web Gateway and Expert Assist
services. Using these services, REAS bridges between Web Browser and mobile clients (using HTTPS and WSS) and the
SIP-based UC infrastructure. This enables consumer web and mobile client applications to communicate with the agent
contact center.
The RE Mobile Application Server hosts the following:
■ WebRTC gateway functionality—this gateway acts as a protocol bridge between the HTTP and WebSocket
signaling originating in the consumer network and the SIP signaling of the agent contact center
■ Expert Assist services—this delivers the server-side capability needed to deliver co-browsing, screen sharing,
document and URL push and annotation features.
■ Finesse Gadgets—the Expert Assist Finesse Gadget is an HTML widget accessed by Cisco Finesse over HTTP or
HTTPS.
■ Expert Assist Web Consoles.
REAS also controls the Remote Expert Media Broker server that relays real-time media between clients inside and outside
of the enterprise network.
As the REAS resides in the enterprise’s internal “green” zone, it is strongly recommended that you secure the REAS from
external traffic by using an HTTP Reverse Proxy in the DMZ.
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Remote Expert Mobile Media Broker (REMB)
The Media Broker is a separate standalone process to the REAS. It is responsible for securely bridging media using
WebRTC protocols across firewalls and into the SIP network. It handles the termination of STUN and secure DTLS-SRTP
media, bandwidth management, WebRTC-specific RTP requirements, and if required transcoding. REMB supports the
following codecs:
■ Audio codecs: G.711 u-law (μ-law/mu-law) or G.711 A-law, Opus
■ Audio transcoding: Opus to G.711 u-law or G.711 a-law, Opus to G.729a, G. G.711 u-law or G.711 a-law to G.729a
■ Video codecs: H.264 (up to 720p, 30 fps) and VP8 (up to 720p, 30 fps)
■ Video transcoding: H.264 to VP8, VP8 to H.264
The Remote Expert Mobile Media Broker’s performance is governed by pass-through and transcoding the media session.
Pass-through is a non-transcoded session that utilizes STUN, encryption, decryption, and UDP port multiplexing.
Transcoding is used when two audio or video codecs differ and must be converted between media types, for example VP8
to H.264 video, or Opus to G.711 audio.
Transcoding is an intensive process, so CSDK offers both H.264 native support and VP8 support in the mobile SDKs. As a
result, transcoding does not occur when a smartphone or tablet application connects to an H.264 endpoint such as Jabber
for Windows, or a Cisco Telepresence.
Browser plug-ins provide H.264 support for Internet Explorer and Safari. Browsers that do not require plug-ins have codec
support as follows:
■ Chrome supports H264 and VP8.
■ Firefox supports H264 and VP8.
Remote Expert Mobile Client SDK (CSDK)
The Remote Expert Mobile Client SDK is used within native mobile and web apps to provide voice, video, and Expert
Assist capabilities. See the latest Release Notes for the most accurate CSDK support information.
HTTP Reverse Proxy
The HTTP Reverse Proxy is installed in front of the REAS, in the DMZ. Its function is to secure the enterprise internal zone
from external traffic. It adds a layer of security between the public Consumer network and the Application Server by the
following methods:
■ It hides the internal topology of the network.
■ It assists with cross-site origin issues as it presents a single domain for HTTP and WebSockets to the Web
Gateway.
■ It protects specific services from being exposed externally, for example Management services, and some REST
services.
■ It terminates in the DMZ the public Consumer network SSL connection—also known as SSL Offloading.
The preferred configuration terminates the HTTPS WebSockets connection at the reverse proxy, and then performs NAT,
and load balances the decrypted connection across the Remote Expert Application Servers. Each reverse proxy is
explicitly defined to restrict access to only the URIs relating to the WebSocket connections for Remote Expert Mobile.
We recommend that any reverse proxy is configured to perform SSL, offloading to terminate in the DMZ the SSL
connection from the Consumer. The only requirement of RE Mobile on the reverse proxy is that it supports WebSockets.
See the reverse proxy documentation for details on configuring SSL If you require the connection between the reverse
proxy and Application Server to be secure, see to the RE Mobile Administration Guide. If SIP over TLS is required, the
Administration Guide details the necessary configuration.
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Key URLs
In a production environment, RE Mobile is normally installed behind a reverse proxy. This means that the IT administrator
has to ensure that specific URLs are visible so that clients can access the server resources they need. Refer to the “Cisco
Remote Expert Mobile Installation and Configuration Guide” for a detailed listing of URLs to be configured in the reverse
proxy.
Other Architectural Components

Session Border Control and SIP trunking—Cisco Unified Border Element (CUBE)

Recording and video on hold (VoH), video in queue (ViQ)—Cisco Media Sense

Queuing and self-service—Cisco Unified Customer Voice Portal (Unified CVP)

Contact center routing and agent management—Cisco Unified Contact Center Enterprise (UCCE), Cisco Packaged
Unified Contact Center Enterprise (PCCE), Cisco Unified Contact Center Express (UCCX)

Unified Communications infrastructure—Cisco Unified Communications Manager (Unified CM)

Cisco IP Phone, Telepresence Endpoints and softphones (EP)

Agent desktop software—Cisco Finesse® desktop

Cisco LAN and WAN infrastructure

DNS Server
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Interoperability
CSDK Interoperability
Native Mobile App Support in CSDK
Remote Expert Mobile Client SDK supports native Apple iOS applications and Android applications for tablet, phablet, and
phone form factors. The native iOS CSDK provides an Objective-C API; the native Android CSDK provides a Java API.
Mobile Device Support
See the Unified CCE Solution Compatibility Matrix
(http://docwiki.cisco.com/wiki/Unified_CCE_Solution_Compatibility_Matrix_for_11.5(x)#Remote_Expert_Mobile).
Other Interoperability Requirements
Hardware and System Requirements
A server platform that meets the Compatibility Guide for VMware vSphere is required (see http://www.vmware.com).
The Cisco Remote Expert Mobile virtual machine uses a 64-bit distribution of CentOS and Oracle Java Development Kit.
The server platform must use CPUs that are capable of 64-bit instructions. Refer to the VMware developer documentation
for additional configuration and hardware requirements.
We highly recommend using the Cisco Unified Computing System (CUCS) to simplify and maximize performance. See
http://docwiki.cisco.com/wiki/Unified_Communications_in_a_Virtualized_Environment for the current list of supported
UCS Tested Reference Configurations and specs-based supported platforms.
License Requirements
Cisco Remote Expert Mobile is a licensed product. Contact a sales representative from a Cisco partner or from Cisco for
ordering details. Cisco Remote Expert Mobile is a licensed product, but no license keys are provided or required.
■ Third-party software—This product includes copyrighted software licensed from others. A list of the licenses and
notices for open source software used in this product is available at the following location:
http://www.cisco.com/<name-of-product>/products-licensing-information-listing.html
Requirements for optional Reverse Proxy Server
When using a reverse proxy (strongly recommended), support for HTTPS (HTTP 1.1) and secure WebSocket (WSS) is
required. Secure web sockets are used for WebRTC session signaling and Expert Assist co-browse. We have used the
open source Nginx (http://nginx.org/), commercial Nginx Plus (http://nginx.com/), and F5 Big IP Local Traffic Manager. The
REM solution can use other reverse proxies that meet the stated requirements subject to partner validation.
Required Cisco Unified Communications and Contact Center Infrastructure
Cisco Unified Contact Center products are a combination of strategy and architecture that promote efficient and effective
customer communications across a globally capable network by enabling organizations to draw from a broader range of
resources to service customers. They include access to a large pool of agents and multiple channels of communication as
well as customer self-help tools.
Cisco Unified Communications Manager (Unified CM)
RE Mobile requires Cisco Communications Manager (Unified CM). Cisco Unified Communications Manager is the core call
control application at the center of the Cisco collaboration portfolio. It provides industry-leading reliability, security,
scalability, efficiency, and enterprise call and session management.
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Cisco Unified Contact Center Enterprise (Unified CCE)
RE Mobile requires Cisco Unified Contact Center Enterprise (Unified CCE). Cisco Unified Contact Center Enterprise
(Unified CCE) provides a VoIP contact center solution that enables you to integrate inbound and outbound voice
applications with Internet applications, including real-time chat, web collaboration, and email. This integration provides for
unified capabilities, helping a single agent support multiple interactions simultaneously, regardless of the communications
channel the customer has chosen. Because each interaction is unique and may require individualized service, Cisco
provides contact center solutions to manage each interaction based on virtually any contact attribute. The Unified CCE
deployments are typically used for large size contact centers and can support thousands of agents.
Unified CCE employs the following major software components:

Call Router—The Call Router makes all the decisions on how to route a call or customer contact.

Logger—The Logger maintains the system database that stores contact center configurations and
temporarily stores historical reporting data for distribution to the data servers. The combination of Call Router
and Logger is called the Central Controller.

Peripheral Gateway—The Peripheral Gateway (PG) interfaces to various "peripheral" devices, such as
Unified CM, Cisco Unified IP Interactive Voice Response (Unified IP IVR), Unified CVP, or multichannel
products. A Peripheral Gateway that interfaces with Unified CM is also referred to as an Agent PG.

CTI Server and CTI Object Server (CTI OS)—The CTI Server and CTI Object Server interface with the agent
desktops. Agent desktops can be based on the Cisco Agent Desktop (CAD) solution, Cisco CTI Desktop
Toolkit, Finesse desktop, or customer relationship management (CRM) connectors to third-party CRM
applications.

Administration and Data Server—The Administration and Data Server provides a configuration interface as
well as real-time and historical data storage.
Cisco Unified Contact Center Express (Unified CCX)
RE Mobile requires Cisco Unified Contact Center Express (Unified CCX). Unified CCX meets the needs of departmental,
enterprise branch, or small to medium-sized companies that need easy-to-deploy, easy-to-use, highly available, and
sophisticated customer interaction management for up to 400 agents. It is designed to enhance the efficiency, availability,
and security of customer contact interaction management by supporting a highly available virtual contact center with
integrated self-service applications across multiple sites.
Optional Cisco Unified Communications and Contact Center Infrastructure
Cisco MediaSense
Cisco MediaSense is optional, but we recommend it for video in queue and recording applications with Remote Expert
Mobile when deployed in conjunction with Cisco Unified Communications Manager and Cisco Unified Border Element.
Cisco Voice Portal (CVP)
When deployed with Unified CCE, CUBE and Unified CM, Cisco Voice Portal (CVP) may be used to provide IP-based
personalized self-service and call routing to callers, transparently integrated with the contact center.
Cisco Video Endpoints
■ Desk Endpoints: EX-Series, DX-Series
■ Telepresence Integrator: C-Series
■ Telepresence Integration Solutions: SX-Series
■ Softphone: Jabber for Windows, Jabber for Mac.
Tech Tip: In case there is no media (audio or video) after call connection, it might be possible that your IT administrator has
blocked specific ports (see External Firewall and NAT Settings). Work with IT to ensure that specific ports required by REM are
allowed.
17
External Firewall and NAT Settings
Only 2 ports are required on the external firewall into the DMZ depending on the application requirements.
■ Signaling Protocol: HTTPS (443 default)—The firewall routes all traffic received on port 443 (secure) to the HTTP
and Web Socket reverse proxy in the DMZ
■ Media Protocol: sRTP/DTLS (16000 default)—It is recommended that multiple ports per Media Broker instance be
used for production installations. Typical installations would use 5 ports for each media broker instance. For each
call RTP and RTCP will be multiplexed on a single port.
Data Flow and Port Mappings
The diagram below illustrates the different entities referenced in the data-mapping table below.
18
The data-mapping table below shows the protocols and default ports used for various types of data that flow between entities
within the RE Mobile solution.
Data Flow
Initiating Host
Terminating Host
Terminating
Port
443
Web
RE Mobile CSDK
External Firewall
Administrator
Defined
External Firewall
Reverse Proxy
Reverse Proxy
REAS
REMB
Control Interface
8092
REAS
Media Broker
16000-16004
8080
Media Path
Protocol
HTTPS/WSS
(TCP)
HTTPS/WSS
(TCP)
HTTPS/WSS
(TCP)
Firewall forwards request
to Reverse Proxy
WebSocket requests
through firewall
HTTPS (TCP)
DTSL/sRTP/
RTCP (UDP)
External Firewall
REMB
External Interface
Client connects to firewall
Media Broker contacted
with control configuration
RE Mobile CSDK
REMB
Internal Firewall
Description
16000-16004
DTSL/sRTP/
RTCP (UDP)
The REM CSDK sends
RTP to the External Firewall and onto the Media
Broker.
Media is routed through
firewall to Media Broker
NB. Media Broker must perform
STUN lookup re public client, else
RTP will fail.
SIP
Signaling
Management
REMB
Internal Interface
Internal SIP
Network
Administrator
Defined
RTP/RTCP (UDP)
Internal SIP
Network
REAS
REMB
Internal Interface
Outbound Proxy
17000 - 17099
RTP/RTCP (UDP)
Outbound Proxy
REAS
Administrator
Defined
5061 and 5081
Management Host
Management Host
REAS
REAS
8443
9990
SIP
(UDP/TCP/TLS)
SIP
(UDP/TCP/TLS)
HTTPS (TCP)
HTTPS (TCP)
19
Media Broker sends RTP
to media device e.g.
phone
Media device sends RTP
to Media Broker
Web Gateway contacts
outbound proxy
Outbound Proxy sends
SIP to Web Gateway
REAS management
REAS management
Understanding the Network before Deployment
Before beginning the deployment of the OVA, it is necessary to understand the network that it will be deployed into in order
to decide which of the available LANs your VM will be connected to.
The OVA offers the ability to configure the deployed VM with up to 3 network interfaces:
■ The first is mandatory—“External”
■ An optional second—“Internal”
■ And the other optional interface—“Management”
It is important to remember that deploying the OVA will ALWAYS create a VM hosting the following components:
■ REAS (which hosts the WebRTC Gateway, Expert Assist, Finesse Gadget and Expert Assist Web Console)
■ REMB (Note: not in Remote Expert Co-browse)
Figure 4. Network Interfaces
These interfaces are used for very different purposes depending on whether they relate to the REAS or REMB.
RE Mobile Application Server (REAS)
RE Mobile Media Broker (REMB)
External
Internal
Management
External
Internal
Management
•
HTTPS, WSS
(Not used)
•
Control from
REAS
RTP media to
and from SIP
clients .
Control from
REAS
SIP/SIP TLS,
•
Web Administration
DTLS sRTP to
and from
WebRTC client
apps
•
REMB Control
20
The “External” Interface
The “External” interface is mandatory and is mapped to the VM’s first Ethernet network interface card (NIC) eth0
Remote Expert Mobile Application Server (REAS)
In terms of each REAS deployed, the external interface transports all its SIP, HTTP(S) and WebSocket traffic between
both internal and external clients.
By default, the administration of the REAS (for example, heartbeat traffic between multiple REAS nodes and cluster
management traffic) is performed over this interface.
Remote Expert Mobile Media Broker (REMB)
Each REMB binds to the “External” interface and is used for the following:
1.
RTP traffic to/from a less-trusted network (for example, the Internet).
2.
RTP traffic to/from the enterprise’s internal network. If required, the REMB can be configured to use a separate
“Internal” interface for this this internal RTP traffic (for example, voice and video a private enterprise IP network).
See The “Internal” Interface section below) if enabled.
3.
The Web Gateway typically uses the Media Broker’s “External” interface to configure and control it.
See the Internal Interface and Management Interface sections below for details of how to configure the Media Broker
to bind to a separate interface to process this control traffic.
Note: not relevant to Remote Expert Co-browse
The “Internal” Interface
The “Internal” interface is an optional configuration item on the OVA. If it is enabled, it is mapped to the eth1 network
interface on the VM, and is used for the following:
Remote Expert Mobile Application Server (REAS)
In terms of each REAS deployed, this interface has no relevance and even if enabled during deployment of the OVA, it is
not used.
Remote Expert Mobile Media Broker (REMB)
The Media Broker binds to the “Internal” interface and uses it for the following:
1.
Internal RTP traffic.
2.
By default, the REMB processes control traffic over its “External” interface. Enabling the “Internal” interface results in
the REMB binding to this interface in preference to its “External” interface for control traffic.
Note: not relevant to Remote Expert Co-browse
21
The “Management” Interface
The “Management” interface is an optional configuration item on the OVA, and if enabled, it is mapped to the eth2
network interface on the VM.
Remote Expert Mobile Application Server (REAS)
In terms of each REAS deployed, this interface has no has no relevance and should not be used.
Remote Expert Mobile Media Broker (REMB)
Enabling the “Management” interface causes the REMB to use it for “control traffic” in preference to its “Internal” or
“External” interfaces.
Cluster management may use this interface on port 9990.
Note: not relevant to Remote Expert Co-browse
Interface Usage Decision Flow
The flow diagram below shows the decision tree used by the OVA in determining which of the interfaces is used for
particular types of traffic
Figure 5. OVA’s Network Interface Decision Tree
22
Deployment Scenarios
These deployment scenarios cover the integration to deployments that must include CUBE, P/UCCE and CUCM. This guide
does not cover Remote Expert Mobile deployed with a) Unified CCX, CUBE and Unified CM or b) exclusively with Unified CM
Single Master Node
Using the OVA template, Remote Expert Mobile can easily be setup in a single VM with both REAS and REMB service running
concurrently for small deployments running up to 10 concurrent sessions.
Figure 6. Remote Expert Mobile Single Master Node
Note: Single Non-HA Master deployments should only be used for non-critical development or lab systems.
23
Base HA Multi-node Deployment
Remote Expert Mobile Base HA Multi-node Deployment has 4 nodes (2 REAS and 2 REMB) and supports simultaneous
concurrent video, audio, and expert sessions in a high-availability configuration.
In this deployment, one REAS node acts as a master node and the second is a slave node. Media sessions allocated by
the Application Server are load-balanced across the two Media Brokers. In order to maximize the number of media session
that traverse the media broker, criteria for load balancing media sessions is round-robin across the REMBs, as well as
based on REMB CPU utilization.
Figure 7. Remote Expert Base HA Multi-node Deployment
Note: Every Remote Expert Mobile Application Server cluster must consist of a single master node and a second instance
that is a slave node. The master node must be created prior to slave nodes being created.
Scaling the deployment to handle more sessions, calls and media
In a high-availability (HA) installation, each REAS must be installed on a separate VM instance. A Remote Expert Mobile
deployment can scale the cluster by adding more media brokers as needed (and if required, REAS). See Sizing Remote Expert
Mobile Virtual Machines on page 33 for more information.
Deployment Across Multiple Data Centers
We recommend that all nodes in an REAS cluster (consisting of one or more REAS nodes and associated REMB nodes)
should be on the same LAN subnet. Deployment of a cluster across a WAN or multiple data centers is not supported.
24
High Availability
The Base HA Multi-node Deployment with two Remote Expert Mobile Application Servers and two Remote Expert Mobile
Media Broker Nodes applications supports high availability, so that if a component fails, the services continue.
Remote Expert Mobile does not provide resiliency for active calls.
In a REAS cluster, data is replicated between nodes using Infinispan-replicated caches. Nodes replicate transaction and
dialogue state information sufficient for another node to reconstitute the sessions maintained by a failed node (SIP, Application,
and HTTP), and to process subsequent transactions for those sessions, be they SIP or HTTP requests. To support failover of
SIP sessions, the dialogue state maintained by the stack must also be replicated between all REAS nodes. This session
information is replicated atomically within the context of a SIP session at any of the following replication points:
■ After processing the final response to a SIP request.
■ After processing an ACK.
■ After processing a Servlet Timer.
■ After processing an HTTP request.
■
After a session is invalidated.
Stored information is removed from the cache when the session is invalidated, or when the timer fires or is cancelled.
Component
REAS
Failover
Scenario
New call impact
Active call impact
Network Failure With a black-hole network event there
is a period of time, in the region of 30 90 seconds under testing load, where
the remaining node is unresponsive
while various network aspects time-out
and update themselves. During this
time new calls will pause in the
'connecting' phase and may need to be
re-requested after the remaining node
has started responding normally again.
Post recovery action
During the initial unresponsive
period after a black-hole event
active calls will lose call
control, but the voice and video
persist.
If the agent console
becomes unresponsive
then a page-refresh will
be required in the
browser, followed by the
agent logging back in to
If not accessing the Expert
the agent console. The
Assist agent console through a consumer will need to
reverse proxy that handles HA manually end the call as
failure of WebSocket and the
well in this scenario.
browser has connected to a
In exceptional circumstances where a node that suffers a black-hole
reachable appserver process is heavily event, then the agent console
loaded but a reachable loadbalancer is will most likely become
unresponsive and the call will
not, the reachable aspects of the
'hang'.
cluster may require a restart before a
call can be made.
For all other failures the active
call impact should reflect that
of REAS failover scenarios.
When the network condition is
resolved and the cluster resyncs it is possible that the call
will be dropped and the agents
logged out of the system.
REMB
Internal
None
Network Failure
Video and audio freeze. Expert Call needs to be manually
assist session persists and is
ended and the consumer
fully operational.
needs to call the agent
again.
External
None
Network Failure
Video and audio freeze. After a The consumer needs to
few seconds the CSDK and
call the agent again.
Expert Assist sessions are
ended and tidied up. The
25
Component
Failover
Scenario
New call impact
Active call impact
Post recovery action
consumer is displayed the
'Failed to establish call' error.
REAS
Management
None
Network failure
Both agent and consumer
sessions ended and tidied up
as with a normal call end.
REAS Service
Failure on the
active call
processing
node
New calls establish correctly with full
CSDK and Expert Assist functionality.
The agent will need to log
Audio and video are
maintained. However, the co- back in to the Expert
Assist console
browse session gets frozen.
After agent leaves co-browse
voice/video will continue to
work but other features such
as co-browse and doc share
won't be available for the rest
of call. Co-browse will function
on subsequent calls..
Pushing a document does not
work and results in a document
view with 0 width and 0 height
appearing in the top-left corner
of the consumer screen.
* If the consumer navigates
away from Expert Assist pages
and then returns they may be
unable to drag the video
window; they can otherwise
interact fully with it and the
agent retains the ability to drag
via the co-browse feature.
When the call is ended the
agent will be logged out of the
console and they will need to
log back in.
REAS Service
Failure on the
non-active call
processing
node
None
* If the consumer navigates away from
Expert Assist pages and then returns
they may be unable to drag the video
window; they can otherwise interact
fully with it and the agent retains the
ability to drag via the co-browse
feature.
The consumer needs to
call the agent again.
The video and screen-share
The agent will need to log
session persist, with fullyback in to the Expert
functional annotations and co- Assist console
browsing. There is the potential
for a temporary interruption to
the screen-share; if this occurs
then the session should reconnect automatically.
Pushing a document does not
work and results in a document
view with 0 width and 0 height
appearing in the top-left corner
of the consumer screen.
When the call is ended the
agent will be logged out of the
console and they will need to
log back in.
26
Component
REMB
Failover
Scenario
REMB Failure
on an active
call processing
node
New call impact
Active call impact
Post recovery action
None
Each side of the call is handled
differently, so this is split in 3:
Agent call, Consumer call, both
calls.
If the agent console thinks
it's still in a call then the
agent will need to
manually end the call or
reload the page.
Agent call: The consumer side
is ended and cleared up as it
The consumer needs to
would be for a normal call end. call the agent again.
The agent's CSDK and Expert
Assist calls are ended but the
console thinks it's still in a call,
displaying the consumer
connection error.
Consumer call: CSDK and
Expert Assist sessions are
ended and tidied up. The
consumer is displayed the
'Failed to establish call' error.
Both calls: CSDK and Expert
Assist sessions are ended and
tidied up. The consumer is
displayed the 'Failed to
establish call' error.
REMB Failure None
on a non-active
call processing
node
None
27
None
Failover
REAS failover
All REAS nodes join an Infinispan cache, which is used to detect failover between nodes. At any one time, the cache will
have one coordinator node, which is ordinarily the oldest member of the cache.
In a REAS failure in the Base HA Multi-node deployment with two REAS nodes, 100% of the session signaling capacity is
maintained.
A REAS failure is detected using several failure-detection mechanisms including a configurable heartbeat mechanism and
monitoring connected TCP sockets to detect when a node is no longer reachable. When a node failure is detected, the
coordinator is notified of the failure and given a list of the remaining nodes. In turn, the nodes reconstitute the sessions for
the failed REAS, and schedule any servlet timers and expiry timers. Calls that were in the middle of a transaction when the
node failed but a final response had not yet been processed are not generally recoverable; and calls are cleaned up after
failover.
REMB failover
When a Remote Expert Mobile Media Broker fails, ongoing calls are dropped. The call is cleared on both the Agent and the
Customer side. Subsequent calls are serviced by being directed to all available REMB nodes.
A REMB failure in the Base HA Multi-node deployment with two REMB nodes, degrades the system to 50% of the session
media capacity. To maintain 100% of the capacity we recommend an N+1 redundancy for REMB nodes. Or, in the case of
the Base HA Multi-node deployment, adding a 3rd REMB node will maintain 100% of the media capacity.
Other Scenarios
Network Disconnect of Customer During Co-Browse
On a network disconnect of a customer during co-browse, the call clears on the agent side. However the customer’s video
window is frozen and they do not get any notification that a disconnect has happened. After re-connecting the network, the
customer’s video window remains frozen until the call is disconnected manually.
Customer Closes Browser During Active Call
On closing the browser during a co-browse session, the customer will see that the audio remains active, but the video window
stops and the co-browse session ends. The customer's video is still seen on the agent’s end, however since the customer's
video window has stopped, he is unable to see the agent’s video.
Clearing Existing Annotations
All existing annotations are cleared under the following circumstances:
■ When an additional agent joins a co-browse
■ When an agent puts a call on hold, then retrieves the call
28
Securing Remote Expert Mobile
Encrypted signaling and media
To ensure security of all communications from application that have incorporated the CSDK, RE Mobile employs various
encryption methods to ensure the privacy of all data to the REAS and REMB.
■ Client Side (CSDK)—all over-the-top communications are secured through HTTPS, Secure WebSockets and DTLS
sRTP.
—
HTTPS to REAS or Reverse proxy (Signaling)
—
Secure WebSockets to REAS or Reverse proxy (Signaling)
—
DTLS / sRTP to REMB (Media (RTCP and RTP)
To ensure security within the enterprise, the WebRTC gateway encrypts SIP signaling to the CUBE or CUCM
■ Enterprise side
—
SIP TLS (SIP signaling)
Note: For Remote Expert Co-browse, DTLS sRTP and SIP signaling will not need to be secured on REAS, nor will any
other communication between REAS and REMB. Of course, SIP traffic should be secured on other entities which use it,
such as CUBE or CUCM.
Credentials
The setup script prompts you for the different levels of users to operate the system. The default user names are as follows:
■ REM OS User—rem-user
■ REM OS Admin User—rem-admin
■ SSH OS User—rem-ssh
We strongly suggest that you use and maintain secure credentials for these users, and change all default security details after
installing the OVA, including the following:
■ SSL Keys
■ SSL Keystore
See also:
■ Cisco Remote Expert Mobile—Install and Config Guide > REM Users and Security
■ Cisco Remote Expert Mobile—Install and Config Guide > Changing Passwords
29
Guidelines for Updating Security Patches
We understand that it may be necessary to patch the OS with security updates. We endeavor to support customers who apply
security patches and we expect the product to function correctly when patches are applied. In the unlikely event that a security
patch is incompatible with the product and it is not possible to update the product to resolve this then you may be asked to
revert it.
As a precaution, please update/test these security patches in UAT/Test environment and ensure that REM is
running/functioning as expected before update the same into production REM boxes. After successful test, in case of any
issues found in the production then please remove those patches.
REM picks up latest OS and other patches during every maintenance and major/minor releases.
We would recommend customers to wait for the MR and minor/major releases unless it is a critical and must-have security
OS patch.
The CentOS Release version that is incorporated into any major, minor, MR FCS OVA will contain all of the available patches
up until the FCS date. The established FCS CentOS release version will be identified in the associated REM Release Notes.
SSL Keys
By default, REAS is configured to use Transport Layer Security (TLS). Using TLS enables servers to verify the identities of both
the server and client through exchange and validation of their digital certificates, as well as encrypt information exchanged
between secure servers using public key cryptography, ensuring secure confidential communication between two entities. Data
is secured using key pairs containing a public key and a private key.
30
VM Specifications and Constraints
Along with Linux operating system and 64-bit Java, the RE Mobile OVA template includes the Remote Expert Mobile
Application Server, Remote Expert Mobile Media Broker, Remote Expert Mobile Client SDKs, Expert Assist and the Expert
Assist Finesse gadget.
VMware vSphere Support
The following VMware vSphere features are supported:
■ VM OVA template deployment (using the Cisco-provided Cisco Remote Expert Mobile OVA)
You can restart Cisco Remote Expert Mobile on a different VMware vSphere or ESXi host and create or revert VMware
Snapshots as long as the application was shut down without issues before moving or taking a snapshot.
The following VMware vSphere features have not been tested with Cisco Remote Expert Mobile
■ VMware vMotion
■ VMware Virtual Machine Snapshots
■ VMware vSphere Distributed Switch (vDS)
■ VMware Dynamic Resource Scheduler (DRS)
■ VMware Storage vMotion (Storage DRS)
■ VMware Site Recovery Manager (SRM)
■ VMware Consolidated Backup (VCB)
■ VMware Data Recovery (VDR)
■ Long Distance vMotion (vMotion over a WAN)
■ VMware Fault Tolerance (FT)
The following VMware vSphere and third-party features are not supported with Cisco Remote Expert Mobile:
■ VMware Hot Add
■ Copying a Cisco Remote Expert Mobile virtual machine (must use OVA to deploy new server)
■ Third-party Virtual to Physical (V2P) migration tools
■ Third-party deployment tool
31
Virtual Machine (OVA) Specifications
For more information regarding Virtual machine installation and configuration, see the following:
■ Remote Expert Mobile—Installation and Configuration Guide
If using a UCS Tested Reference Configuration or a specifications-based system, the minimum requirements are the
following:
For development systems:
Deployment type
vCPU
Reserved CPU resource
RAM
Disk space
NIC
Singlebox OVA
(Developer)
4 core
8400 MHz (4 x 2.1 GHz)
6 GB
40 GB
1 Gb
Deployment type
vCPU
Reserved CPU resource
RAM
Disk space
NIC
Small OVA (typical
installation)
4 core
8400 MHz (4 x 2.1 GHz)
4 GB
40 GB
1 Gb
Large OVA (extra
performance and
scalability capabilities)
8 core
16800 MHz (8 x 2.1 GHz)
8 GB
40 GB
2x1
Gb
For production systems:
or
10 Gb
See the VMware developer documentation for additional configuration and hardware requirements. We highly recommend
using the Cisco Unified Computing System (CUCS) to simplify and maximize performance.
See http://docwiki.cisco.com/wiki/Unified_Communications_in_a_Virtualized_Environment for the current list of supported
UCS Tested Reference Configurations and specifications-based supported platforms.
Ensure the following:
■ VT is enabled in the BIOS before installing VMware ESXi
■ the VM host Virtual Machine Startup/Shutdown is configured to Allow Virtual machines to start and stop
automatically with the system,
Co-residency support
Remote Expert Mobile can co-reside with other applications (VMs occupying same host) subject to the following
conditions:
■ No oversubscription of CPU: 1:1 allocation of vCPU to physical cores must be used
■ No oversubscription of RAM: 1:1 allocation of vRAM to physical memory
■ Sharing disk storage
32
Sizing Remote Expert Mobile Virtual Machines
Remote Expert Mobile Application Server (REAS)
A REAS node can be deployed in a small OVA. A single REAS should support up to 500 concurrent voice / video sessions
and up to 200 concurrent expert assist sessions.
REAS
Platform
vCPU
Video and Audio
Non-Transcoded
Sessions
Video and
Audio
Transcoded
Sessions
0 per node
Audio-Only
Non-Transcoded
Sessions
Audio-Only
Transcoded
Sessions
Expert Assist
Sessions
Small
OVA
4
core
500 per node
(signaling only)
0 per node
0 per node
200 per node
0 per node
500 per node
(signaling only)
0 per node
0 per node
200 per node
0 per node
0 per node
500 per node
(signaling only)
0 per node
200 per node
0 per node
0 per node
0 per node
500 per node
(signaling
only)
200 per node
0 per node
0 per node
0 per node
0 per node
200 per node
Typical performance on a REAS (network figures in megabits per second; disk figures in kilobytes per second):
—
Network I/O in and out:
40 mbps
—
Disk write:
Disk read:
10 kBps
negligible (on average)
Remote Expert Mobile Media Broker (REMB)
A REMB node can be deployed in a Large OVA. REMB node performance for passing through encrypted audio and video,
transcoding video between VP8 and H.264, or transcoding audio between Opus/G.711 and G.711/G.729, varies
depending on video resolution, frame rate, bitrate as well as server type, virtualization or bare metal OS installs,
processors as well as codec types. However, general guidelines for individual REMB nodes are as follows.
Note: Expert Assist sessions only flow through REAS nodes.
REMB
Platform
vCPU
Large
OVA
8
core
Video and Audio
Non-Transcoded
Sessions
125 per node
Video and Audio
Non-Transcoded
Sessions
0 per node
Audio-Only
Non-Transcoded
Sessions
0 per node
Audio-Only
Transcoded
Sessions
0 per node
Expert Assist
Sessions
60 per node
5 per node
0 per node
0 per node
N/A
0 per node
10 per node
0 per node
0 per node
N/A
0 per node
0 per node
250 per node
0 per node
N/A
0 per node
0 per node
0 per node
25 per node
N/A
N/A
Typical performance on an REMB (network figures in megabits per second; disk figures in kilobytes per second):
—
Network I/O in and out:
500 mbps
—
Disk write:
Disk read:
300 kBps
negligible (on average)
33
Scale of Full-Feature Remote Expert Mobile Deployment
RE Mobile Voice/Video
REAS
(single node
scale)
–
RE Mobile Voice-Only
REMB
(single node
scale)
125
Size of Cluster
HA Sessions
500
375
–
250
1000
750
RE Mobile Voice and Expert Assist
(No Video)
200
200
600
400
RE Mobile Meet-Me only
(RE Co-Browse)
200
–
600
400
Note: Audio-only performance is achieved with video hold disabled in the RE Mobile cluster.
See Cisco Remote Expert Mobile—Install and Config Guide > Expert Assist Configuration—Audio and Video Hold
Treatment > video.hold.on setting. See also Audio-Only Calls on page 36.
Remote Expert Mobile Clusters
■ Remote Expert Mobile Base HA deployment has 4 nodes (2 REAS and 2 REMB) and can support up to 125 video and
audio calls, and 200 co-browse sessions, in a high availability configuration.
■ 3 REAS and 4 REMB nodes may be deployed to increase cluster capacity to the following:
—
600 Expert Assist sessions, or
—
500 Voice/Video sessions (non-transcoded), or
—
1,000 Audio-only sessions (non-transcoded).
—
Note: In this configuration only 400 Expert Assist sessions, 375 voice & video sessions or 750 sessions will
be highly available
■ All REAS nodes must use identical OVA templates. REMB nodes should only use the large OVA templates.
■ REAS and REMB nodes may be deployed jointly on the same physical server, as long as the server CPU, Memory,
and Disk Space are not in contention
■ For service continuity, all REAS nodes should not be deployed on the same physical server. All REMB nodes should
not be deployed on the same physical server.
■ Remote Expert Co-browse sessions use REAS nodes only, and do not require an REMB.
Note: Remote Expert Mobile capacity planning must also consider the capacity of the associated Unified CM clusters
and CUBE nodes.
34
Bandwidth Provisioning and QoS Considerations
Estimating Internet and Unmanaged Network Conditions
CSDK-enabled applications connect to the REAS and REMB ‘over the top’ (OTT). OTT applications such as Google
Hangouts, Microsoft Skype use a variety of techniques such as advanced codecs, jitter buffering and bit-rate control. It is
imperative that developers and systems administrators understand the range of network conditions experienced using
Remote Expert Mobile applications.
Bandwidth
Bandwidth utilization for voice and video in the enterprise network will be equivalent to that of estimated Internet
bandwidth.
Bandwidth needs tends to revolve around the video resolution, frame rate and bit-rate, however the following provides
bandwidth guidelines for sessions with voice, video and expert assist.
Video Resolution
Video Format (Aspect)
Quality
Typical Bandwidth
352 x 288
CIF (4:3)
Standard Definition (SD)
256 kbps - 511 kbps
640 x 360
nHD (16:9)
SD
480 kbps – 980 kbps
640 x 480
VGA (4:3)
SD
512 kbps – 1023 kbps
1280 x 720
720p (16:9)
High Definition (HD)
1024 kbps - 1920 kbps
Internet bandwidth purchased from your ISP should be sufficient to support the mix of resolutions and media types
consummate to Remote Expert Mobile application use.
While specific applications and websites vary, co-browse runs approximately 100 - 200 Kbps (document, image, file push
aside). Be sure to test your own website or mobile application to ensure proper bandwidth allocation to your agents,
whether using voice & video and/or co-browse.
QoS
CSDK-enabled applications connected to the Internet will likely not have QoS affiliated with their deployment, as ending
will range from laptops, phones and tablets on public Wi-Fi, home and third-party networks, as well as phones and tablets
on 4G and 3G networks. RE Mobile Developers may enable their applications to check for connectivity, Wi-Fi strength, and
latency prior to a session commencing through a variety of published mechanisms specific to iOS, Android, or web
browsers.
Enterprise voice and video communications should run on a network that tags QoS DSCP for SIP messages, RTP and
RTCP for media. If QoS is needed for signaling and media traffic across a WAN, configure network routers for QoS using
the IP address of the REAS and REMB to classify and mark the traffic. The enterprise network should have zero packet
loss and jitter.
For information on voice RTP streams, see Cisco Unified Communications SRND Based on Cisco Unified
Communications Manager, at the following URL:
http://www.cisco.com/c/en/us/support/unified-communications/unified-communicationsmanager-callmanager/products-implementation-design-guides-list.html.
Latency
CSDK-enabled applications connected to the Internet will likely be able to control the latency affiliated with changing
network conditions. RE Mobile Developers may enable their applications to check for connectivity, Wi-Fi strength, and
latency prior to a session commencing through a variety of published mechanisms specific to iOS, Android or web
browsers.
35
The influence of latency on design varies based on the use of voice, video and screen sharing service considered for
remote deployment. For example, a voice service is hosted across a WAN where the one-way latency is 200 ms, users
might experience issues such as delay-to-dial or increased media delays. The maximum recommended round-trip time
(RTT) between a REMB and an endpoint (agent phone) on the enterprise network (LAN or WAN) is 100 ms.
Enterprise Network
Unified Communications and Collaboration over an IP network places strict requirements on IP packet loss, packet delay,
and delay variation (or jitter). Therefore, you need to enable most of the Quality of Service (QoS) mechanisms available on
Cisco switches and routers throughout the network. For the same reasons, redundant devices and network links that
provide quick convergence after network failures or topology changes are also important to ensure a highly available
infrastructure.
RE Mobile Component Interconnectivity
RE Mobile supports high availability over LAN to provide redundancy over LAN. In turn, network connectivity inside the
datacenter and between RE Mobile nodes must have minimal latency and exceptional quality of services. The maximum
allowed round-trip time (RTT) between two REAS master and slave node and between a REAS node and a REMB node is
50 ms.
IPv4
All of the RE Mobile components use IPv4 and interoperate including CUBE-E, Finesse agent desktops, and agent
endpoints using IPv4.
Limitations and Restrictions
Supported Upgrade Paths
Cisco Remote Expert Mobile 11.5(1) supports fresh installs via the Remote Expert Mobile OVA, or upgrades from version
10.6(3). For details, see the Cisco Remote Expert Mobile—Install and Config Guide > Upgrade and Rollback section.
To obtain software for a fresh install, refer to the following:
■ See the Cisco Unified Communications Applications Ordering Guide
■ Contact your Cisco representative
■ Go to http://www.cisco.com
Audio-Only Calls
■ Pure audio-only is not supported in any browser in this release—video will always be streamed from the REMB towards
browser/WebRTC endpoints. Calls where only the audio part of the connection is used are supported up to the typical
performance levels shown in Sizing Remote Expert Mobile Virtual Machines on page 33.
■ Audio-only calls are supported in iOS and Android apps
Emergency Service Calls
■ Do not use Cisco Remote Expert Mobile for emergency services calls. Do not configure Cisco Remote Expert Mobile to
route calls through the public switched telephone network (PSTN) to an emergency response center. If you do, calls may
be misdirected or the emergency response center may make errors when determining your location.
Supported Agent Endpoints
■ See the Solutions Guide for details of the agent endpoints supported with Cisco Remote Expert Mobile.
36
MediaSense Recording
With Cisco Remote Expert Mobile, audio recording is supported; video recording and playback is not supported.
iOS Alerts/System Dialog Boxes
Due to limitations imposed by iOS, it is not possible for Cisco Remote Expert Mobile to replicate any iOS generated dialog
boxes such as Alert boxes, the iOS keyboard or menus generated by HTML (for example, The popup menu generated by the
HTML <select> element). Consequently, consider whether it is necessary for the Expert to see those elements, and possibly
consider alternative implementations, such as JavaScript and CSS.
Password Fields
When entering a password into a text field on a mobile device, such as iOS or Android, the device briefly display the character
that has been entered before masking it. As a user’s device screen is being replicated and displayed to an Agent, it may be
possible for that Agent to see the password as it is being entered. Consequently, we recommend that you mask fields that can
contain sensitive information, using the built-in masking capabilities provided by each Assist SDK.
Unified CM Parallel Hunt Groups and Auto-answer are not supported
In a UC-only deployment (that is, Unified CM), Cisco Remote Expert Mobile does not support Parallel Hunt Groups and
Auto-answer. Attempting to use them may result in misdirected calls; the agent’s browser will require a complete refresh or
restart to recommence taking voice and Expert Assist sessions.
Perceived low volume on some Android devices
In some cases, low volume may be perceived in an associated Cisco Remote Expert Mobile Android application. Developers
should refer to useful Android API documentation to rectify this issue and handle audio appropriately for the correct audio
output speaker (earphone or speakerphone):
■ http://developer.android.com/training/managing-audio/index.html
■ http://developer.android.com/training/managing-audio/audio-output.htmlhttp://developer.android.com/training/managingaudio/audio-output.html
For developers using the sample applications provided with Cisco Remote Expert Mobile, see the InCallActivity:
setSpeakerphoneOn method. When using an Android phone form factor, developers will need to make some explicit calls to
the Android AudioManager to get the audio routed to the speakerphone.
With a tablet, the audio should automatically go to the speaker (as long as a headset is not plugged in). If audio is still low, then
check all the volume sliders in Settings. Some Android devices have bugs with speaker volume (for example, HTC on
Android 4.4).
Local authentication is not enabled after upgrade
After upgrading from REM Mobile 10.6(3) to 11.5(1), local authentication is no longer enabled; this is expected behavior—verify
the setting, and enable local authentication, if required.
Android performance
The Android SDK only comes with native libraries for the ARM architecture. Cisco Remote Expert Mobile applications run
slowly on devices running on x86 architectures.
The quality of the video sent and received may be poorer on low-specification Android devices. This is especially true if such a
device is trying to send and receive full HD video – in such a scenario it may become overloaded.
37
Volume slider automatically adjusts on some Windows devices
Cisco Remote Expert Mobile customer-side applications on a Windows PC may experience the call volume being reduced
substantially when the call is established. By default, some versions of Windows automatically reduce the system volume when
they detect that the PC is trying to make or receive phone calls. The default behavior of these versions of Windows is to reduce
the volume by 80%, and you should change this.
This may be addressed in the Control Panel: open the Sound applet, or access it directly using Start > Run > mmsys.cpl, or
right-click on the Volume control option in the taskbar and select Sounds; then go to Communications tab, check the option
Do nothing, and click Apply.
Finesse Required Port Configuration
See the Cisco Remote Expert Mobile Installation and Configuration Guide, when configuring the Finesse server in the Cisco
Remote Expert Mobile Administration web console.
https://<reas-address>:8443/web_plugin_framework/webcontroller
on the “Agent Consoles” tab, the port must be explicitly changed to 8445 for Finesse Server.
https://<finesse_server_fqdn>:8445
(for example https://finesse_server1.cisco.com:8445 )
Javascript
■ PDF documents with embedded fonts may not render correctly.
■ Elements styled with CSS3 Animations may not appear in the Agent Co-browse.
■ CSS3 Button Styles do not appear in the Agent Co-browse.
■ <canvas> elements do not appear on the Agent Co-browse.
■ Some HTML5 Input Types may not appear in the Agent Co-browse.
■ Content within an iFrame that is inside a Live Assist enabled page do not appear in the Agent Co-browse.
■ Page content loaded from another domain to the origin may not appear in the Agent Co-browse.
■ Embedded PDF documents do not appear in the Agent Co-browse.
iOS
■ Not all moveable elements can be moved by a Live Assist Agent using the co-browse.
■ iOS SDK is unable to process incoming calls that are answered immediately
■ Web browsers are not supported on mobile platforms—this includes Chrome and Firefox.
Android
■ Native fields cannot be edited using the Agent Form Editor or using the co-browse area.
■ The Agent Form Editor does not appear for native Android UI Views (for example, radio buttons, and checkboxes)
■ The Agent Form Editor will not appear for Web Views that have been loaded as a UI Fragment.
■ Android phone.setCamera has no effect during a call. Calling setCamera during a call has no effect. However, calling
setCamera before making a call sets the camera correctly for the subsequent call.
■ Web browsers are not supported on mobile platforms—this includes Chrome and Firefox.
38
Loading Finesse Gadgets
The mechanisms by which gadgets such as Expert Assist should load Finesse hosted assets (finesse.js and jquery) has
changed—Finesse now provides these assets, so the Expert Assist gadget should load these assets from a different location.
For example, use:
Agent:
<gadget>https:// <reas-address>:8443/finesse_assist_gadget/
FinesseAssist.xml?finesseVersion=11.5.1</gadget>
Supervisor:
<gadget>https:// <reas-address>:8443/finesse_assist_admin_gadget/
FinesseAssistAdmin.xml?finesseVersion=11.5.1</gadget>
Form Filling
■ In both the Expert Assist Console and Finesse Gadget, the form filling functionality can allow the agent to bypass some
types of browser-based form validation. The agent should take care to ensure that only valid values are entered.
Document Push
■ Be aware that large PDF documents may take 10 or more seconds to render to the customer and agent; supports HTTP or
HTTPS URLs only, not FTP.
Browser Plug-ins
■ Support VP8 and h.264 video.
■ Internet Explorer Compatibility view—we do not support using this setting.
■ Microsoft has released a cumulative security update for Internet Explorer (KB3058515), which appears to require higher
privileges in order to install the Cisco Remote Expert Mobile IE plug-in. The user is prompted to download and install the
plug-in, but the installation never completes.
If you launch the browser developer console, you will see the message "Waiting for BHO" displayed repeatedly.
Workaround:
Ensure that Internet Explorer is run as an administrator. From the Start Menu right click on "Internet Explorer" and
choose "Run as Administrator" from the drop-down menu. The plug-in should install.
■ If you are unable to log in using some versions of Internet Explorer, please ensure that you have set the IT policy correctly:
For a Windows user without administrative privileges, the IT policy must allow for ActiveX controls to be installed. The
following configuration should be carried out by the IT administrator or a local user with Administrator privileges. Full
details on this configuration can be found at the following URL:
http://technet.microsoft.com/en-gb/library/dd631688(v=ws.10).aspx
1.
In the Start menu search box, type gpedit.msc and press Enter.
2.
In the policy editor, go to Local Computer Policy > Computer Configuration > Administrative Templates >
Windows Components > ActiveX Installer Service.
3.
Open Approved Installation Sites For ActiveX Controls.
4.
Check the Enabled radio button.
39
5.
In the Options pane, click the Show button.
6.
In the Host URLs table, add http://<fas-server> as the value name, and 2,2,1,0 as the value.
<fas-server> should be the machine from which the ActiveX control is served. The 2,2,1,0 string is an
example that specifies the policy for downloading ActiveX controls from that server—see the Technet page above
for details.
If non-administrative users still experience problems installing the ActiveX control, then you may need to add the
FAS server to the IE trusted sites zone, and ensure that the security settings for that zone allow for the
downloading of ActiveX controls.
■ See also: Remote Expert Co-browse
Cisco Remote Expert Mobile Application Server (REAS)
■ The following codecs can cause media or call setup failures—in the REAS Admin UI, ensure that the following are included
in the list of banned codecs:






G722
iLBC
CN
isac
g7221
MP4A-LATM
Cisco Remote Expert Mobile Media Broker (REMB)
■ Certain video endpoints cannot render 720x1280 video, that is, 720p in portrait mode, for example from a mobile device.
Workaround:
Either ensure that the video stream from the mobile device cannot be rotated into portrait mode, or update the Video Resolution Configuration section of the Media Configuration through the Admin UI or CLI to restrict the possible dimensions of
the image.
40
Remote Expert Co-browse
Architecture Overview
Expert Assist sessions in RE Mobile are created from mobile and web applications that embed the RE Mobile Client SDK
(CSDK). These communications traverse securely “over-the-top” of the Internet into the Enterprise network to experts utilizing a
Cisco UC and Contact Center infrastructure. The firewall and Reverse Proxy permit the session signaling to access the RE
Mobile server component known as the Remote Expert Mobile Application Server (REAS).
Figure 8. Core Remote Expert Mobile Architecture
Architectural notes:
■ Mobile and web application may be validated with a secure Application ID in order to initiate Remote Expert Mobile
sessions, or they may be anonymous
■ The Unified CM cluster provides call control for enterprise network endpoints (local or remote).
■ Voice and video traffic (SIP and RTP) are independent of the REAS.
Remote Expert Mobile Components
Deployment of the RE Mobile OVA results in a Virtual Machine (VM) created with a base CentOS 7.2 operating system. The
following products are installed in this VM:
1.
Remote Expert Mobile Application Server (REAS)
2.
Expert Assist Finesse Gadgets for Agent and Supervisors (Finesse Gadgets)
3.
Expert Assist Agent Web and Supervisor Consoles (Expert Assist Consoles)
41
Remote Expert Mobile Application Server (REAS)
REAS acts as an application delivery platform managing HTTP communication for the Expert Assist service. This enables
consumer web and mobile client applications to share their screen with an agent.
The RE Mobile Application Server hosts the following:
■ Expert Assist services—this delivers the server-side capability needed to deliver co-browsing, screen sharing,
document and URL push and annotation features.
■ Finesse Gadgets—the Expert Assist Finesse Gadget is an HTML widget accessed by Cisco Finesse over HTTP or
HTTPS.
■ Expert Assist Web Consoles.
As the REAS resides in the enterprise’s internal “green” zone, it is strongly recommended that you secure the REAS from
external traffic by using an HTTP Reverse Proxy in the DMZ. See HTTP Reverse Proxy.
Remote Expert Mobile Client SDK (CSDK)
The Remote Expert Mobile Client SDK is used within native mobile and web apps to provide voice, video, and Expert
Assist capabilities. See the latest Release Notes for the most accurate CSDK support information.
Interoperability
CSDK Interoperability
Native Mobile App Support in CSDK
Remote Expert Mobile Client SDK supports native Apple iOS applications and Android applications for tablet, phablet, and
phone form factors. The native iOS CSDK provides an Objective-C API; the native Android CSDK provides a Java API.
Mobile Device Support
See the Unified CCE Solution Compatibility Matrix
(http://docwiki.cisco.com/wiki/Unified_CCE_Solution_Compatibility_Matrix_for_11.5(x)#Remote_Expert_Mobile).
Other Interoperability Requirements
Hardware and System Requirements
A server platform that meets the Compatibility Guide for VMware vSphere is required (see http://www.vmware.com).
The Cisco Remote Expert Mobile virtual machine uses a 64-bit distribution of CentOS and Oracle Java Development Kit.
The server platform must use CPUs that are capable of 64-bit instructions. Refer to the VMware developer documentation
for additional configuration and hardware requirements.
We highly recommend using the Cisco Unified Computing System (CUCS) to simplify and maximize performance. See
http://docwiki.cisco.com/wiki/Unified_Communications_in_a_Virtualized_Environment for the current list of supported
UCS Tested Reference Configurations and specs-based supported platforms.
License Requirements
Cisco Remote Expert Mobile is a licensed product. Contact a sales representative from a Cisco partner or from Cisco for
ordering details. Cisco Remote Expert Mobile is a licensed product, but no license keys are provided or required.
■ Third-party software—This product includes copyrighted software licensed from others. A list of the licenses and
notices for open source software used in this product is available at the following location:
http://www.cisco.com/<name-of-product>/products-licensing-information-listing.html
42
Requirements for optional Reverse Proxy Server
When using a reverse proxy (strongly recommended), support for HTTPS (HTTP 1.1) and secure WebSocket (WSS) is
required. Secure web sockets are used for WebRTC session signaling and Expert Assist co-browse. We have used the
open source Nginx (http://nginx.org/), commercial Nginx Plus (http://nginx.com/), and F5 Big IP Local Traffic Manager. The
REM solution can use other reverse proxies that meet the stated requirements subject to partner validation.
Required Cisco Unified Communications and Contact Center Infrastructure
Cisco Unified Contact Center products are a combination of strategy and architecture that promote efficient and effective
customer communications across a globally capable network by enabling organizations to draw from a broader range of
resources to service customers. They include access to a large pool of agents and multiple channels of communication as
well as customer self-help tools.
Cisco Unified Communications Manager (Unified CM)
RE Mobile requires Cisco Communications Manager (Unified CM). Cisco Unified Communications Manager is the
core call control application at the center of the Cisco collaboration portfolio. It provides industry-leading reliability,
security, scalability, efficiency, and enterprise call and session management.
Cisco Unified Contact Center Enterprise (Unified CCE)
RE Mobile requires Cisco Unified Contact Center Enterprise (Unified CCE). Cisco Unified Contact Center
Enterprise (Unified CCE) provides a VoIP contact center solution that enables you to integrate inbound and
outbound voice applications with Internet applications, including real-time chat, web collaboration, and email. This
integration provides for unified capabilities, helping a single agent support multiple interactions simultaneously,
regardless of the communications channel the customer has chosen. Because each interaction is unique and may
require individualized service, Cisco provides contact center solutions to manage each interaction based on
virtually any contact attribute. The Unified CCE deployments are typically used for large size contact centers and
can support thousands of agents.
Unified CCE employs the following major software components:

Call Router—The Call Router makes all the decisions on how to route a call or customer contact.

Logger—The Logger maintains the system database that stores contact center configurations and
temporarily stores historical reporting data for distribution to the data servers. The combination of
Call Router and Logger is called the Central Controller.

Peripheral Gateway—The Peripheral Gateway (PG) interfaces to various "peripheral" devices, such
as Unified CM, Cisco Unified IP Interactive Voice Response (Unified IP IVR), Unified CVP, or
multichannel products. A Peripheral Gateway that interfaces with Unified CM is also referred to as
an Agent PG.

CTI Server and CTI Object Server (CTI OS)—The CTI Server and CTI Object Server interface with
the agent desktops. Agent desktops can be based on the Cisco Agent Desktop (CAD) solution,
Cisco CTI Desktop Toolkit, Finesse desktop, or customer relationship management (CRM)
connectors to third-party CRM applications.

Administration and Data Server—The Administration and Data Server provides a configuration
interface as well as real-time and historical data storage.
Cisco Unified Contact Center Express (Unified CCX)
RE Mobile requires Cisco Unified Contact Center Express (Unified CCX). Unified CCX meets the needs of
departmental, enterprise branch, or small to medium-sized companies that need easy-to-deploy, easy-to-use,
highly available, and sophisticated customer interaction management for up to 400 agents. It is designed to
enhance the efficiency, availability, and security of customer contact interaction management by supporting a
highly available virtual contact center with integrated self-service applications across multiple sites.
External Firewall and NAT Settings
Only the HTTPS/WSS port is required on the external firewall into the DMZ for Remote Expert Co-browse (other ports may be
needed depending on other requirements).
43
Data Flow and Port Mappings
The diagram below illustrates the different entities referenced in the data-mapping table below.
The data-mapping table below shows the protocols and default ports used for various types of data that flow between entities
within the RE Mobile solution.
Data Flow
Initiating Host
Terminating Host
Terminating
Port
443
Web
RE Mobile CSDK
External Firewall
External Firewall
Reverse Proxy
Reverse Proxy
REAS
Management Host
Management Host
REAS
REAS
Administrator
Defined
8080
Management
8443
9990
44
Protocol
HTTPS/WSS
(TCP)
HTTPS/WSS
(TCP)
HTTPS/WSS
(TCP)
HTTPS (TCP)
HTTPS (TCP)
Description
Client connects to firewall
Firewall forwards request
to Reverse Proxy
WebSocket requests
through firewall
REAS management
REAS management
Understanding the Network before Deployment
The section Understanding The Network in the main document is relevant for Remote Expert Co-browse, except that
references to REMB should be ignored.
Deployment Scenarios
These deployment scenarios cover the integration to deployments that must include CUBE, P/UCCE and CUCM. This guide
does not cover Remote Expert Mobile deployed with a) Unified CCX, CUBE and Unified CM or b) exclusively with Unified CM
Single Master Node
Using the OVA template, Remote Expert Mobile can easily be setup in a single VM with REAS service running for small
deployments running up to 10 concurrent sessions.
Figure 9. Remote Expert Mobile Single Master Node
Note: Single Non-HA Master deployments should only be used for non-critical development or lab systems.
Base HA Multi-node Deployment
Remote Expert Mobile Base HA Multi-node Deployment has 2 REAS nodes and supports simultaneous concurrent
expert sessions in a high-availability configuration.
In this deployment, one REAS node acts as a master node and the second is a slave node.
45
Figure 10. Remote Expert Base HA Multi-node Deployment
Note: Every Remote Expert Mobile Application Server cluster must consist of a single master node and a second instance
that is a slave node. The master node must be created prior to slave nodes being created.
Scaling the deployment to handle more sessions, calls and media
In a high-availability (HA) installation, each REAS must be installed on a separate VM instance. A Remote Expert Mobile
deployment can scale the cluster by adding more REAS if needed. See Sizing Remote Expert Mobile Virtual Machines on page
33 for more information.
The consideration outlined in Deployment Across Multiple Data Centers are entirely relevant to scaling REAS nodes in Remote
Expert Co-browse.
High Availability
The Base HA Multi-node Deployment with two Remote Expert Mobile Application Servers supports high availability, so that if a
component fails, the services continue.
Remote Expert Mobile does not provide resiliency for active calls.
In a REAS cluster, data is replicated between nodes using Infinispan-replicated caches. Nodes replicate transaction and
dialogue state information sufficient for another node to reconstitute the sessions maintained by a failed node (SIP, Application,
and HTTP), and to process subsequent transactions for those sessions, be they SIP or HTTP requests. This session
information is replicated atomically within the context of a SIP session at any of the following replication points:
■ After processing a Servlet Timer.
■ After processing an HTTP request.
■
After a session is invalidated.
46
Stored information is removed from the cache when the session is invalidated, or when the timer fires or is cancelled.
Failover
Scenario
Network Failure
New call impact
Active call impact
Post recovery action
With a black-hole network event there
is a period of time, in the region of 30 90 seconds under testing load, where
the remaining node is unresponsive
while various network aspects time-out
and update themselves. During this
time new calls will pause in the
'connecting' phase and may need to be
re-requested after the remaining node
has started responding normally again.
During the initial unresponsive
period after a black-hole event
active calls will lose call
control, but the voice and video
persist.
If the agent console becomes
unresponsive then a page-refresh will
be required in the browser, followed by
the agent logging back in to the agent
console. The consumer will need to
manually end the call as well in this
scenario.
If not accessing the Expert
Assist agent console through a
reverse proxy that handles HA
failure of WebSocket and the
browser has connected to a
In exceptional circumstances where a node that suffers a black-hole
reachable appserver process is heavily event, then the agent console
loaded but a reachable loadbalancer is will most likely become
unresponsive and the call will
not, the reachable aspects of the
'hang'.
cluster may require a restart before a
call can be made.
For all other failures the active
call impact should reflect that
of REAS failover scenarios.
When the network condition is
resolved and the cluster resyncs it is possible that the call
will be dropped and the agents
logged out of the system.
REAS Service
New calls establish correctly with full
Failure on the
CSDK and Expert Assist functionality.
active call
processing node * If the consumer navigates away from
Expert Assist pages and then returns
they may be unable to drag the video
window; they can otherwise interact
fully with it and the agent retains the
ability to drag via the co-browse
feature.
The agent will need to log back in to
Audio and video are
maintained. However, the co- the Expert Assist console
browse session gets frozen.
After agent leaves co-browse
voice/video will continue to
work but other features such
as co-browse and doc share
won't be available for the rest
of call. Co-browse will function
on subsequent calls..
Pushing a document does not
work and results in a document
view with 0 width and 0 height
appearing in the top-left corner
of the consumer screen.
* If the consumer navigates
away from Expert Assist pages
and then returns they may be
unable to drag the video
window; they can otherwise
interact fully with it and the
agent retains the ability to drag
via the co-browse feature.
When the call is ended the
agent will be logged out of the
console and they will need to
log back in.
REAS Service
Failure on the
The video and screen-share
The agent will need to log back in to
session persist, with fullythe Expert Assist console
functional annotations and cobrowsing. There is the potential
None
47
Failover
Scenario
New call impact
non-active call
processing node
Active call impact
Post recovery action
for a temporary interruption to
the screen-share; if this occurs
then the session should reconnect automatically.
Pushing a document does not
work and results in a document
view with 0 width and 0 height
appearing in the top-left corner
of the consumer screen.
When the call is ended the
agent will be logged out of the
console and they will need to
log back in.
Failover
REAS failover
All REAS nodes join an Infinispan cache, which is used to detect failover between nodes. At any one time, the cache will
have one coordinator node, which is ordinarily the oldest member of the cache.
In a REAS failure in the Base HA Multi-node deployment with two REAS nodes, 100% of the session signaling capacity is
maintained.
A REAS failure is detected using several failure-detection mechanisms including a configurable heartbeat mechanism and
monitoring connected TCP sockets to detect when a node is no longer reachable. When a node failure is detected, the
coordinator is notified of the failure and given a list of the remaining nodes. In turn, the nodes reconstitute the sessions for
the failed REAS, and schedule any servlet timers and expiry timers. Calls that were in the middle of a transaction when the
node failed but a final response had not yet been processed are not generally recoverable; and calls are cleaned up after
failover.
Other Scenarios
Network Disconnect of Customer During Co-Browse
On a network disconnect of a customer during co-browse, the session clears on the agent side; however, the customer does
not get any notification that a disconnect has happened. After re-connecting the network, the customer’s co-browse window
remains frozen until the session is ended manually.
Clearing Existing Annotations
All existing annotations are cleared under the following circumstances:
■ When an additional agent joins a co-browse
■ When an agent puts a call on hold, then retrieves the call
Securing Remote Expert Mobile
The considerations outlined in Securing Remote Expert Mobile are relevant for Remote Expert Co-browse, except that SIP and
RTP traffic is not flowing and does not need to be secured.
VM Specifications and Constraints
The section on VM Specifications and Constraints is applicable to Remote Expert Co-browse.
48
Sizing Remote Expert Mobile Virtual Machines
Remote Expert Mobile Application Server (REAS)
A REAS node can be deployed in a small OVA or large OVA. A single REAS should support up to 200 concurrent Expert
Assist sessions.
REAS
Platform
Small
OVA
vCPU
4
core
Expert Assist
Sessions
200 per node
Typical performance on a REAS (network figures in megabits per second; disk figures in kilobytes per second):
—
Network I/O in and out:
40 mbps
—
Disk write:
Disk read:
10 kBps
negligible (on average)
Scale of Full-Feature Remote Expert Mobile Deployment
RE Mobile Meet-Me only
(RE Co-Browse)
REAS
(single node
scale)
200
Size of Cluster
600
HA Sessions
400
Limitations and Restrictions
The following sections in Limitations and Restrictions are applicable to Remote Expert Co-browse:
iOS Alerts/System Dialog Boxes
Due to limitations imposed by iOS, it is not possible for Cisco Remote Expert Mobile to replicate any iOS generated dialog
boxes such as Alert boxes, the iOS keyboard or menus generated by HTML (for example, The popup menu generated by the
HTML <select> element). Consequently, consider whether it is necessary for the Expert to see those elements, and possibly
consider alternative implementations, such as JavaScript and CSS.
Password Fields
When entering a password into a text field on a mobile device, such as iOS or Android, the device briefly display the character
that has been entered before masking it. As a user’s device screen is being replicated and displayed to an Agent, it may be
possible for that Agent to see the password as it is being entered. Consequently, we recommend that you mask fields that can
contain sensitive information, using the built-in masking capabilities provided by each Assist SDK.
Finesse Required Port Configuration
See the Cisco Remote Expert Mobile Installation and Configuration Guide, when configuring the Finesse server in the Cisco
Remote Expert Mobile Administration web console.
https://<reas-address>:8443/web_plugin_framework/webcontroller
on the “Agent Consoles” tab, the port must be explicitly changed to 8445 for Finesse Server.
https://<finesse_server_fqdn>:8445
(for example https://finesse_server1.cisco.com:8445 )
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Javascript
■ PDF documents with embedded fonts may not render correctly.
■ Elements styled with CSS3 Animations may not appear in the Agent Co-browse.
■ CSS3 Button Styles do not appear in the Agent Co-browse.
■ <canvas> elements do not appear on the Agent Co-browse.
■ Some HTML5 Input Types may not appear in the Agent Co-browse.
■ Content within an iFrame that is inside a Live Assist enabled page do not appear in the Agent Co-browse.
■ Page content loaded from another domain to the origin may not appear in the Agent Co-browse.
■ Embedded PDF documents do not appear in the Agent Co-browse.
iOS
■ Not all moveable elements can be moved by a Live Assist Agent using the co-browse.
■ iOS SDK is unable to process incoming calls that are answered immediately
■ Web browsers are not supported on mobile platforms—this includes Chrome and Firefox.
Android
■ Native fields cannot be edited using the Agent Form Editor or using the co-browse area.
■ The Agent Form Editor does not appear for native Android UI Views (for example, radio buttons, and checkboxes)
■ The Agent Form Editor will not appear for Web Views that have been loaded as a UI Fragment.
■ Android phone.setCamera has no effect during a call. Calling setCamera during a call has no effect. However, calling
setCamera before making a call sets the camera correctly for the subsequent call.
■ Web browsers are not supported on mobile platforms—this includes Chrome and Firefox.
Loading Finesse Gadgets
The mechanisms by which gadgets such as Expert Assist should load Finesse hosted assets (finesse.js and jquery) has
changed—Finesse now provides these assets, so the Expert Assist gadget should load these assets from a different location.
For example, use:
Agent:
<gadget>https:// <reas-address>:8443/finesse_assist_gadget/
FinesseAssist.xml?finesseVersion=11.5.1</gadget>
Supervisor:
<gadget>https:// <reas-address>:8443/finesse_assist_admin_gadget/
FinesseAssistAdmin.xml?finesseVersion=11.5.1</gadget>
Form Filling
■ In both the Expert Assist Console and Finesse Gadget, the form filling functionality can allow the agent to bypass some
types of browser-based form validation. The agent should take care to ensure that only valid values are entered.
Document Push
■ Be aware that large PDF documents may take 10 or more seconds to render to the customer and agent; supports HTTP or
HTTPS URLs only, not FTP.
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Supported Languages
We support the following languages:
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
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

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English (US)
Chinese (Simplified)
Chinese (Traditional)
Danish
Dutch
Finnish
French
German
Italian
Japanese
Korean
Norwegian
Polish
Portuguese (Brazil)
Russian
Spanish
Swedish
Turkish
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Acronym List
Item
Description
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-bitrate 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.opuscodec.org)
PCCE
Cisco Packaged Contact Center Enterprise (Packaged CCE)
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 to
H.264.
WebRTC
Web Real Time Communications for communications without plug-ins
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