Moderro Remote Expert - Moderro Technologies

Moderro Remote Expert - Moderro Technologies
31 July 2017
Moderro Remote Expert
Installation Guide
Version 11
Copyright © 31 July 2017 Moderro Technologies, Inc.
Moderro Remote Expert
Table of Contents
Preface ...................................................................................................................................................................... 4
Overview ................................................................................................................................................................................................................ 4
Audience ................................................................................................................................................................................................................ 4
Purpose................................................................................................................................................................................................................... 4
Organization ......................................................................................................................................................................................................... 5
Related Documentation...................................................................................................................................................................................... 5
Remote Expert Manager (REM) ISO Deployment ...................................................................................... 6
Chapter Overview .............................................................................................................................................................................................. 6
REM ISO Deployment ...................................................................................................................................................................................... 7
Upload the REM ISO Image into the Datastore .......................................................................................................................................... 7
Create the Virtual Machine .................................................................................................................................................................................. 7
Turn on the VM .......................................................................................................................................................................................................... 9
Start the REM ISO Installation ........................................................................................................................................................................... 9
Configure the REM’s Virtual Machine .......................................................................................................................................................... 10
Activate Master and Slave Nodes for REM HA ......................................................................................................................................... 11
Configure the NTP Server .................................................................................................................................................................................. 12
Configure the Time Zone .................................................................................................................................................................................... 13
Configure the SSH Banner (Optional) .......................................................................................................................................................... 13
Install VMware Tools ........................................................................................................................................................................................... 13
Install the Skin Package ..................................................................................................................................................................................... 14
Modify the REM Properties File ...................................................................................................................................................................... 15
Enable Video for Wait and On Hold Pages ................................................................................................................................................ 20
Execute REM Configuration Tool ................................................................................................................................................................... 20
REM ISO Installation Verification.................................................................................................................................................................. 21
REM High Availability........................................................................................................................................22
Chapter Overview ........................................................................................................................................................................................... 22
Use of Private and Public Addresses for REM HA .............................................................................................................................. 22
Activate Master and Slave Nodes for REM HA .................................................................................................................................... 22
Configuring a Virtual Switch in the ESXi Server ................................................................................................................................. 22
Media ServerInstallation ..................................................................................................................................24
Chapter Overview ........................................................................................................................................................................................... 24
Identify and Locate Media Server ............................................................................................................................................................. 24
IEM PolicyConfiguration ...................................................................................................................................27
Chapter Overview ........................................................................................................................................................................................... 27
Create and Apply a Policy for REM in the IEM .................................................................................................................................... 27
Connected Justice................................................................................................................................................29
Chapter Overview ........................................................................................................................................................................................... 29
Connected Justice Overview ....................................................................................................................................................................... 29
Extension Mobility Setup ............................................................................................................................................................................. 29
Click To Connect (CTC) ....................................................................................................................................................................................... 29
Next Available Interpreter (NAI) ................................................................................................................................................................... 29
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Hardware Required ............................................................................................................................................................................................. 30
Cisco Extension Mobility Setup on CUCM ................................................................................................................................................... 30
Connected Justice Configuration ............................................................................................................................................................... 32
Frequently Asked Questions (FAQs) ...............................................................................................................36
Appendix Overview ....................................................................................................................................................................................... 36
General Questions ........................................................................................................................................................................................... 36
Remote Expert Manager (REM) Installation Questions .................................................................................................................. 36
Remote Expert Admin Console (REAC) Questions ............................................................................................................................ 37
Remote Expert Session Control (RESC) Questions............................................................................................................................ 40
Remote Expert Interactive Console (REIC) Questions ..................................................................................................................... 41
Direct Connect Questions............................................................................................................................................................................. 44
Document Camera Configuration ....................................................................................................................47
Appendix Overview ....................................................................................................................................................................................... 47
Configure the Document Camera.............................................................................................................................................................. 47
Connect and Configure the Hardware ......................................................................................................................................................... 49
Create Policies in the IEM for Each Document Camera....................................................................................................................... 55
Reboot IEC from REAC ........................................................................................................................................................................................ 58
RE-Kiosk ................................................................................................................................................................59
Appendix Overview ....................................................................................................................................................................................... 59
RE-Kiosk Overview ......................................................................................................................................................................................... 59
Hardware Required ............................................................................................................................................................................................... 59
Moderro IEC Setup on the CUCM .............................................................................................................................................................. 60
Configuring a SIP Policy in the IEM.......................................................................................................................................................... 61
RE-Kiosk Configuration ................................................................................................................................................................................ 63
Set Up the RE-Kiosk Environment ................................................................................................................................................................. 63
miniREIC Supporting Files ................................................................................................................................................................................ 66
Integrating miniREIC into the RE-Kiosk Template................................................................................................................................ 67
SIP and DC Call Flow ............................................................................................................................................................................................ 68
HA Proxy Server ..................................................................................................................................................................................................... 70
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Preface
Note
All advertising materials mentioning features or use of this software must display the following
acknowledgement: “This product includes software developed by the University of California,
Berkeley and its contributors.”
Overview
This preface describes the audience, organization, and conventions of the Moderro Remote Expert Manager
Installation Guide for release 11.0. It also provides information on related documentation. This preface
includes the following sections:
•
“Audience”
•
“Purpose”
•
“Organization”
•
“Related Documentation”
Audience
This guide is intended for Partners and the Advanced Services team who will install the hardware and
software at the data center, contact center, and branches. This guide is not intended for Administrators of
the solution.
Purpose
This guide provides the information that you need to install and configure the components of the Moderro
Remote Expert solution.
Note
REAC configuration is not included in this guide.
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Organization
This guide is organized into the following chapters:
Chapter/Appendix
Chapter/Appendix Title
Description
1
Remote Expert Manager (REM)
ISO Deployment
Provides instructions on how to deploy the
REM ISO
2
REM High Availability
Explains how to configure and verify High
Availability is working
3
Media Server Installation
Provides guidance on how to install a media
server for REM
4
IEM Policy Configuration
Explains how to create and apply a policy in
the IEM for REM
5
Connected Justice
Provides instructions on how to set up RE
Connected Justice
A
Frequently Asked Questions
(FAQs)
Provides answers to commonly asked
questions around installation of the solution
B
Document Camera
Configuration
Details how to set up and configure a
document camera for a customer pod
C
RE-Kiosk
Provides instructions on how to set up the
RE-Kiosk platform
Related Documentation
These documents provide additional information about the Moderro Remote Expert Smart Solution:
Moderro Remote Expert Manager Port Usage Guide
Moderro Remote Expert Manager Agent’s Workstation Setup Guide
Moderro Remote Expert Manager Administration Guide
Moderro Remote Expert Manager Troubleshooting and Serviceability Guide
Moderro Remote Expert Manager eREAD User Guide
Moderro Remote Expert Manager Release Notes
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Remote Expert Manager (REM) ISO Deployment
Chapter Overview
This chapter contains the procedure for deploying the Remote Expert Manager (REM) ISO.
Topics in this chapter include:
•
“REM ISO Deployment”
– “Upload the REM ISO Image into the Datastore”
– “Create the Virtual Machine”
– “Turn on the VM”
– “Start the REM ISO Installation”
– “Configure the REM’s Virtual Machine”
– “Activate Master and Slave Nodes for REM HA”
– “Configure the NTP Server”
– “Configure the Time Zone”
– “Configure the SSH Banner (Optional)”
– “Install VMware Tools”
– “Install the Skin Package”
– “Modify the REM Properties File”
– “Enable Video for Wait and On Hold Pages”
– “Execute REM Configuration Tool”
– “REM ISO Installation Verification”
Note
Please refer to the Moderro Remote Expert Manager Port Usage Guide for information on ports
assignment:
http://www.cisco.com/c/en/us/support/customer-collaboration/remote-expertmanager/products-install ation-guides-list.html
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REM ISO Deployment
You will install the REM ISO on a Cisco UCS C200 server running ESXi 5.0.
Upload the REM ISO Image into the Datastore
Step 1
Launch the VMware vSphere client. This is where you will configure virtual machines.
Step 2
In the IP address/Name field, enter the IP address of the ESXi host server that will be hosting the
REM virtual machine.
Step 3
In the User name field, enter the username of the ESXi host server.
Step 4
In the Password field, enter the password of the ESXi host server.
Step 5
Click Login.
Step 6
If prompted with a security warning pop-up about Certificate Warnings, click Ignore.
Step 7
Select the IP address of the ESXi host server in the left Inventory window pane.
Step 8
Click the Summary tab in the right window pane.
Step 9
Under the Storage section in the Resources area, choose the datastore where you would like to
upload the ISO file. In general, choose the datastore that has the largest free space.
Step 10
Right-click the datastore and choose Browse Datastore.
Step 11
In the Datastore Browser window, click the Upload icon in the menu bar. It is the 4th icon from the left.
Choose Upload File.
Step 12
In the Upload Items dialog box, choose the ISO file you would like to upload and click Open. The
upload takes about 5 minutes.
Step 13
In the Upload/Download Operation Warning dialog box, click Yes to choose that if the file that is being
uploaded to the folder has the same name as a file already in that folder, the currently existing file will
be replaced. The file will begin to upload to the datastore folder. When the upload is done, the progress
window will disappear and the ISO file will appear in the Database Browser directory.
Create the Virtual Machine
Now you will create a new virtual machine.
Step 1
Go to the tree in the left Inventory pane, and click the root (IP address) of the desired ESXi host
server to highlight it.
Step 2
In the right pane, click Getting Started and then click Create a new virtual machine.
Step 3
In the Configuration category, choose the Typical radio button. The only time you would choose
custom would be if you were installing it in a cluster environment.
Step 4
Click Next.
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Step 5
In the Name and Location category, enter a name to identify the REM virtual machine.
Step 6
In the Inventory Location, choose the cluster that contains the desired ESXi host to run the REM
virtual machine.
Step 7
Click Next.
Step 8
In the Datastore category, choose the datastore where the virtual machine will be created and stored.
Step 9
Click Next.
Step 10
In the Guest Operating System category, click the Linux radio button.
Step 11
In the Version drop-down list, choose Red Hat Enterprise Linux 5 (64-bit).
Step 12
Click Next.
Step 13
For the number of NICs to connect, select 1 if this is a single node deployment or 2 if it is a
High Availability (HA) deployment (i.e. dual node).
Step 14
Select the NIC used by the new VM. If you deploy HA, make sure that one of the NICs uses the
private network. Refer to the “Configuring a Virtual Switch in the ESXi Server” section of the “REM
High Availability” chapter for configuring the second virtual switch, if needed.
Step 15
Choose the Adapter type to be used by the NIC. For this installation, “E1000” is used as the adapter type.
Step 16
Check the Connect at Power On box.
Step 17
Click Next.
Step 18
In the Virtual disk size field, choose 300 GB.
Step 19
Choose Thick Provisioning.
Step 20
Click Next.
Step 21
Check the Edit the virtual machine settings before completion check box.
Step 22
Click Continue.
A new window opens with a list of hardware components and their current configurations.
Step 23 Click Memory from the Hardware area.
Step 24 In the Memory Size field, choose 8 GB.
Step 25
Click CPUs.
Step 26
Choose 2 for the Number of Virtual
Sockets. Step 27
Choose 4 for the Number of
cores per socket. Step 28
Click New CD/DVD.
Step 29
Under the Device type, choose the Datastore ISO File radio button.
Step 30
Click Browse.
Now you will select the ISO image that you uploaded.
Step 31
Choose the datastore that the ISO image was
uploaded. Step 32
Step 33
Select the ISO image.
Click OK. The ISO image appears in the Datastore ISO File field.
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Step 34
The VM should run the ISO file whenever it is started so check the Connect at power on check
box in the Device Status area.
Step 35
Click Finish.
Turn on the VM
Once you have created the new VM, you will need to start it.
Step 1
In the left Inventory pane, select the new VM.
Step 2
Choose the Getting Started tab and then click the Power On button to turn on the virtual
machine and begin the REM ISO deployment.
Start the REM ISO Installation
Step 1
In the vSphere Client software, navigate to the Console tab to start the installation process.
Step 2
At the prompt sign, type install and press the Enter key to begin the installation process.
Note
If you do not complete this step, the VM will start without executing the REM ISO.
When the REM installation has deployed successfully, you will see text similar to the following in the
console:
Remote Expert Manager Configuration Menu
Hostname:
IP address:
UUID:
Software version:
REM11.X-Single-Node
172.20.20.20
564D1XXX-0EXX-58XX-04XX-94771D6XXXXX
11.0-607
-------------------------------------------------------------------------------Main Menu
Please choose one of the following menu options:
a)
b)
c)
d)
e)
X)
System Settings
System Accounts
Services Control
REM Server Administration
Troubleshooting
Exit
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Configure the REM’s Virtual Machine
After configuring network in vCenter, it is recommended to switch to SSH (e.g. puTTy) and configure
REM using the Text User Interface (TUI) to have a better user experience.
Tip
It is recommended that you use SSH so that you can copy text if necessary or desired.
Step 1
At the login screen, enter the default username (installer) and password (cisco!123) to log into
the REM.
Step 2
Upon initial login, you will be prompted to change this password. Follow the on-screen instructions
to create a new password. This password expires every 60 days and will require a new password to be
selected. Write down your password and keep it in a safe place.
Once new password has been set successfully, TUI will show up in console.
Step 3
First you will set up the network. Type a to choose the System Settings menu.
Step 4
In the System Settings menu, type a to choose Network Settings.
Step 5
In the Network Settings menu, type a to choose Setup Network Information.
Step 6
In the Setup Network Information screen, press any key to continue.
Step 7
Configure for either Single Node or REM HA setup.
a.
Single Node:
1.
Within the Select Action screen, choose Edit Devices.
2.
Select eth0 to configure. Press the Enter key.
3.
Uncheck the Use DHCP check box.
4.
Enter the desired IP addresses for the Static IP address, Netmask IP address, and
Default gateway IP address fields. Select Ok.
5.
Choose Save and press the Enter key.
6.
Choose Edit DNS Configuration.
7.
Enter the Hostname, Primary DNS, Secondary DNS, Tertiary DNS, and Search fields. Select
Ok.
8.
Select Save and Quit.
9.
Go back to the Main Menu.
10.
To restart network service, select c) Services Control in the Main Menu. Then choose
a) Networking in the Services Control menu. Finally, choose a) Restart networking
in the Networking menu.
If network is set up properly, you should see a message similar to “Updating REM DB with IP
Address: 172.20.20.20”.
b. REM HA (Dual Node):
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1.
Choose Edit Devices.
2.
Select eth0 to configure. Press the Enter key.
3.
Uncheck the Use DHCP check box.
4.
Enter a public IP address in the Static IP address, Netmask IP address, and Default
gateway IP address fields. Select Ok.
5.
Select eth1 to configure. Press the Enter key.
6.
Uncheck the Use DHCP check box.
7.
Enter a private IP address (e.g. 192.168.10.100) in the Static IP address field. In the
Netmask IP address field, enter 255.255.255.0. Leave the Default gateway IP address
field empty. Select Ok.
8.
Choose Save and press the Enter key.
9.
Choose Edit DNS Configuration and enter the values for the Hostname, Primary
DNS, Secondary DNS, Tertiary DNS, and Search fields. Select Ok.
Note
Each node should be given a unique hostname.
10. Select Save and Quit.
11. Go back to the Main Menu.
12. To restart network service, select c) Services Control in the Main Menu. Then choose
a) Networking in the Services Control menu. Finally, choose a) Restart networking
in the Networking menu.
13. If network is set up properly, you should see a message similar to “Updating REM DB
with IP Address: 172.20.20.20”.
14. Repeat substeps 1-13 for the second node.
Activate Master and Slave Nodes for REM HA
This section only applies to REM HA setups. Customers with a single node setup should skip this
section.
To set up REM HA, REM SSH Key Exchange feature needs to be enabled. You will activate the Master
and Slave Nodes and add the Slave Node to the Master Node.
Step 1
To activate the Master Node, you first must connect to the TUI of the first node (master) over SSH.
Step 2
Choose d) REM Server Administration in the Main menu.
Step 3
In the REM Server Administration menu, choose h) Node Configuration.
Step 4
In the Node Configuration menu, choose a) All Nodes - Generate New Secure Keys.
Follow the on-screen instructions.
Step 5
In the Node Configuration menu, choose b) All Nodes - Turn Node Support On.
Step 6
In the Node Configuration menu, choose j) Slave Node - Change To Master.
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Step 7
In the Node Configuration menu, choose d) All Nodes - View Configured Nodes.
Note
Make sure that the IP address is the public IP used by the VM.
Step 8
In the Node Configuration menu, choose i) Master Node - Show Registration Token. This will
display a very long string of text. Keep the window open as this text will be needed when
configuring the second node.
Step 9
To activate the slave node, you now must connect to the TUI of the second node (slave) over SSH.
Step 10
Choose d) REM Server Administration in the Main menu.
Step 11
In the REM Server Administration menu, choose h) Node Configuration.
Step 12
In the Node Configuration menu, choose b) All Nodes - Turn Node Support On.
Step 13
In the Node Configuration menu, choose k) Slave Node - Register Master Node. Paste
in the Registration Token generated above and follow the prompts on the screen.
Step 14
In the Node Configuration menu, choose d) All Nodes - View Configured Nodes. Verify that
the IP addresses of Master Node and Slave Node are correct and both IP addresses are public
IP addresses.
Step 15
Finally, you will add the slave node to the master node. Connect to the TUI of the first node
(master) over SSH.
Step 16
Choose d) REM Server Administration in the Main menu.
Step 17
In the REM Server Administration menu, choose h) Node Configuration.
Step 18
In the Node Configuration menu, choose e) Master Node - Add Slave Node. At the prompt, enter the
public IP address of the second node (slave). Depending on the network configuration, this step may take
some time as the master node is verifying SSH connectivity with the slave node.
Step 19
In the Node Configuration menu, choose d) All Nodes - View Configured Nodes. Verify that the
slave node has been added.
Step 20
In the Node Configuration menu, choose g) Master Node - Key Synchronization Across
Nodes. This step may take some time depending on the network configuration.
Configure the NTP Server
The REM ISO has pre-configured NTP servers, which require the REM servers to have external Internet
access. If you plan to use internal NTP servers, follow the steps below. Otherwise, you may skip this step
set.
Note
When internal NTP servers are used, make sure that the NTP servers are used by all components in
the RE solution.
Step 1
Choose a) System Settings in the Main Menu.
Step 2
In the System Settings menu, choose b) Date and Time Settings.
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Step 3
In the Date and Time Settings, choose a) Setup NTP Source.
Step 4
A VI window will open. Replace the IPs or hostname of your NTP servers in the following entries.
If you only use one or two NTP servers, comment out the unused entries by adding # at the beginning
of lines.
server 0.rhel.pool.ntp.org
server 1.rhel.pool.ntp.org
#server 2.rhel.pool.ntp.org
Step 5
Save and exit the VI.
Step 6
If you have a REM HA setup, repeat the steps above on the second node.
Configure the Time Zone
Network Time Protocol (NTP) setup is part of the REM ISO installation. NTP synchronizes the clock
of the local server with the NTP server. This is required for synchronization of files with timestamp.
Follow these steps to configure the NTP server:
Step 1
In the TUI, choose a) System Settings in the Main Menu.
Step 2
In the System Settings menu, choose b) Date and Time Settings.
Step 3
In the Date and Time Settings, choose b) Change timezone.
Step 4
Follow the on-screen instructions to set up time zone.
Step 5
If you have a REM HA setup, repeat the steps above on the second node.
Configure the SSH Banner (Optional)
The SSH banner appears at the top of the TUI. Adding a message to the SSH banner is not a requirement.
Step 1
Choose a) System Settings in the Main Menu.
Step 2
In the System Settings menu, choose c) SSH Banner Settings.
Step 3
A VI window will open. Add the desired messages to display in SSH login window.
Step 4
Save and exit the VI.
Step 5
If you have a REM HA setup, repeat the steps above on the second node.
Install VMware Tools
Installing VMware Tools is required. VMware Tools provide a better user experience and improved
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management of the VM. To install VMware Tools, follow these steps:
Step 1
In the vSphere Client inventory, right-click the VM and choose Guest > Install/Upgrade
VMware Tools.
Step 2
Go to the VM Console in vSphere Client (or SSH into the VM) to access TUI.
Step 3
In the Main Menu, choose a) System Settings.
Step 4
In the System Settings menu, choose e) Install VMware Tools.
Step 5
Follow the on-screen instructions to install the tools.
Install the Skin Package
Remote Expert has a default skin that will appear on the customer pod’s touchscreen. This default skin
is known as the Francisco Skin Package. Once the Francisco Skin Package is installed, it can be modified
with customized background and button images. See the Moderro Remote Expert Manager
Administration Guide for instructions on how to customize the REIC User Interface.
Two additional skins are available. The REM skin with the sequence “rem-skin-cj” is for Moderro Remote
Expert Connected Justice. The REM skin with the sequence “rem-skin-regs” is for Moderro Remote
Expert Government Services.
Follow these steps to install the appropriate skin:
Step 1
Use a terminal emulator such as PuTTY to SSH into the REM server.
Step 2
In the Main Menu, type d to choose the REM Server Administration menu.
Step 3
In the REM Server Administration menu, type f to choose the Install REM Skin menu.
Step 4
Choose the desired skin.
Step 5
•
The Connected Justice skin file contains the acronym “cj”.
•
The skin file name for Government Services contains the acronym “regs”.
•
The default REM skin, known as the Francisco skin, is the file without an acronym
between “rem-skin-” and the release number.
When asked if you want to continue with the skin that you selected, type
C. The skin will install.
Step 6
Once you see a “Complete!” message, press any key to return to the menu.
Note
Step 7
Records installed by default skin package (such as locale, expert type, and content) can
be changed using REAC. However, you cannot change the Skin Package after installation
(i.e. change from regular REM skin to REGS skin).
If you have a REM HA setup, repeat the steps above on the second node.
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Modify the REM Properties File
The master REM Properties file must now be configured. Follow the steps below to configure the
properties within that file.
Warning
Do not modify or delete any encrypted text with the master REM Properties file. Encryption is
taken care of by the REM Configuration Tool.
Step 1
Use a terminal emulator such as PuTTY to SSH into the REM server.
Step 2
In the Main Menu, type d to choose the REM Server Administration menu.
Step 3
In the REM Server Administration menu, type b to choose Edit REM Properties.
Step 4
Within the REM Core Properties section:
a.
For the GENERATE_SELF_CERT property, set it to true for the first time the REM server is
deployed. During normal operation, this property should NOT be changed to ‘true’ again
after the initial deployment.
Note
The GENERATE_SELF_CERT property will be reset to ‘false’ after executing the REM
Configuration Tool. In a normal setup, the self-signed certificate should be only generated
once. However, the REM self-signed certificate can be regenerated after initial
deployment. The newly generated REM self-signed certificate may need to be re-uploaded
to other components used by the RE solution such as Cisco Finesse.
b. For the REM_VIRTUAL_IP property, enter the IP address to that of the REM server if you are
using a single node setup. If you are using dual node setup for High Availability (HA), enter
the Virtual IP address which is assigned in Application Control Engine (ACE).
c.
For the RESC_IP property, enter the internal RESC component IP address if you are using a
single node setup. If you are using HA, enter the private address.
Step 5
Within the CCX Deployment section, the default setting for IS_CCX property is false. If you are using
Cisco Contact Center Enterprise (CCE), keep the default value (i.e. false). If you are using Cisco Contact
Center Express (CCX), change the value to true.
Step 6
Within the CVP Deployment section, the default setting for IS_CvP property is false. If you are using
Cisco Contact Center Express (CCX), you will not use Cisco Unified Customer Voice Portal (CVP) so
keep the default value (false). If you are using Cisco Contact Center Enterprise (CCE), you will use CVP
so change the value to true.
Step 7
Within the CUCM Credentials section, enter the IP address of the CUCM if you have just a single
CUCM. If you have a cluster of CUCM servers, enter the IP address of the publisher followed by a
comma and then the IP address of the subscriber(s) (e.g. 172.57.1.181,172.57.4.194). Up to three
CUCM IP addresses are supported - one publisher and two subscribers.
Note
Do not change the CUCM_PORT number; port 8443 is the default listening port for the CUCM.
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Warning
Step 8
Warning
Step 9
Do not modify or delete the encrypted text for the CUCM_USER,
CUCM_PASSWORD, CUCM_SERVICE_USER, and CUCM_SERVICE_PASSWORD
properties.
Within the IEM Credentials section, enter the IP address of the IEM server.
Do not modify or delete the encrypted text for the IEM_ACCOUNT, IEM_USER, and
IEM_PASSWORD properties.
Within the HA Properties section:
a.
Note
The default setting of Total_Nodes_In_Cluster is 1, which indicates that there is only a single
node and hence high availability will not be supported. If you have set up high availability,
change this setting to 2.
Do not change the PORT number for HA; port 22 is the default port.
b. For the NODE_IP_1 property, enter the IP address of the REM if the setup is for a single node.
If this is a dual node setup, enter the private IP address of the first node.
Warning
Do not modify or delete the encrypted text for the NODE_1_USERNAME, NODE_1_DB_USER,
and NODE_1_DB_PASSWORD properties.
c.
If this is a dual node setup, enter the private IP address of the second node in the
NODE_IP_2 property.
d. If this is a dual node setup, change the RSYNC_ENABLED property to true.
Step 10
Enter the IP addresses for the primary and secondary MediaSense servers. Do not change the
PRIMARY_MEDIA_SENSE_PORT and SECONDARY_MEDIA_SENSE_PORT properties, as the
port 8440 is the default communication port for Cisco Media Sense.
Step 11
For the MEDIA_SENSE_VERSION property, enter 9 if MediaSense 9.x is used or 10 if MediaSense
10.x or above is used.
Note
Warning
Do not change the PORT numbers for either the primary or secondary server.
Do not modify or delete the encrypted text for the
PRIMARY_MEDIA_SENSE_USER, PRIMARY_MEDIA_SENSE_PASSWORD,
SECONDARY_MEDIA_SENSE_USER, and
SECONDARY_MEDIA_SENSE_PASSWORD properties.
Step 12
If you are using LongPen, enter the IP address of the LongPen server (LONGPEN_HOST).
Step 13
The JMX_PORT and JMX_RMI_PORT ports are those that REAC uses to make a JMX over RMI
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call to fetch the database cluster information on both of the REM servers. If you do not have
preferences and restrictions from your network’s firewall, you can use the default values. However, if
you have some concerns or issues, specify the port numbers configured in their firewall.
Step 14
Within the REIC/Kiosk Properties section:
a.
Do not change the DEFAULT_KIOSK_SERIAL property. This property is used by the Cisco TAC
team for troubleshooting purposes.
b. If configuring for Connected Justice, change the IS_CJ property within the REIC/Kiosk
Properties section to true. Otherwise, it should remain false.
Step 15
Caution
Step 16
If you have a HD Webplayer license, enter the license in the HDWEBPLAYER_LICENSE property.
If you do not have a license, videos will show a HD Webplayer Free watermark.
Within the gadget properties, the Finesse READ Gadget Config (READ_GADGET_WIDTH and
READ_GADGET_HEIGHT) should not be modified. The default values are width = ‘100%’ and
height
= ‘790px’.
Disable the document camera and disable multicasting:
a.
The DOCUMENT_CAMERA_ENABLED property is set to false by default. Since the document
camera application is accessed on the agent’s workstation, the “Document Camera” button is
not needed.
b. Unicast is the default stream type for the document camera. In the master REM Properties
file, the IS_MULTICAST property should be set to false.
Step 17
Under the Hide or show Utility buttons section, find the feature(s) that you want shown on eREAD
and change their values to true.
LONGPEN_ENABLED=true (for the LongPen button)
SCAN_ENABLED=true (for the Scanner button)
SESSION_RESULT_ENABLED=true (for the Session Result
button)
SIGNATURE_CAPTURE_ENABLED=true (for the Signature Capture button)
VNC_COSHARE_ENABLED=true (for the VNC co-browsing button)
AGENT_DESKTOP_SHARE_ENABLED=true (for the Desktop Share
Caution
button)
The DOCUMENT_CAMERA_ENABLED property should NOT be set to “true”. The document
camera is accessed on the agent’s workstation rather than from a button within eREAD. Therefore the
DOCUMENT_CAMERA_ENABLED property should be set to false.
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Caution
Within the READ Properties section, the Desktop Share feature
(DESKTOPSHARE_UTILITY_APP_PROTOCOL and
DESKTOPSHARE_UTILITY_APP_PORT
properties) should NOT be changed. By default the values should be set to https and 8444 respectively.
Caution
Within the READ Properties section, the HYPERLINK_BUTTON_CONFIG property should not
be changed. By default the value should be set to ‘false’.
Step 18
Change the Backup and Restore Properties:
a.
If you want to enable backup and restore, change the FEATURE_ENABLE property to true.
b. In the ARCHIVE_IDENTIFIER property, enter the IP address or hostname of the server from
where the file will be backed up. This value will be appended to the backup file name so its
origins can be easily identified by the administrator. The name contains the word “rem”, the
system-generated date and time of the backup, and the IP address of the server from where
the backup was taken.
c.
SSH is the only mode currently supported so enter ssh for the MODE property.
d. In the SERVER_ADDRESS property, enter the IP address of the remote archiving server where
the backup file will be sent.
Note
In the next substep, you will enter the directory path as to where the backup files should be stored on the
remote archiving server. The directory must be created in the remote server before executing the backup
operation as REM will NOT create any directory on the remote server.
e.
For the SERVER_BACKUP_PATH property, enter the path of the directory that you created in
the remote server. Make sure that the directory to the backup archives is created by the
administrator on the remote archiving server before executing the backup and restore
operation.
f. In the NO_BACKUP_FILES property, enter the planned number of backup archives to be stored
on the remote archiving server.
g.
Configure the frequency of automatic backups by entering the time and day that the backup
should occur. You can modify the backup frequency by changing the values of the property.
The default is everyday at 6:30 p.m. which is configured as follows:
– MIN=30
– HOUR=18
– DAY=*
– MONTH=*
– WEEKDAY=*
Note
The * is used to indicate “every”.
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Tip
If you want to backup on the 15th of every month instead, for example, enter 15 for the
DAY property. If you want to backup on Fridays only, enter 5 for the WEEKDAY property.
h. If you want e-mail alerts for status of backups, change the MAIL_ENABLED property to true
and then populate the SMTP server name, sender’s mail ID, and recipients mail ID.
i.
If you want to customize the total size or number of log files for backup / restore operations,
you can modify the below properties to limit the log rotation. The default values should
work for most normal scenarios.
– In the NO_LOG_FILES property, enter the number of log files to be rotated on the REM
server.
– In the LOG_FILE_SIZE property, enter the file size (in megabytes or kilobytes) to rotate
(or truncate) the log file when the file size reaches the specified size. If the file size is
followed by an “M” (e.g.1M), Megabyte is used as the calculation unit. If the file size is
followed by a “k” (e.g. 4k), Kilobyte is used as the calculation unit.
Step 19
The VNC Port is the port that is used for VNC co-browsing. By default, the property is set to “5980”.
If you wish to use a different port, enter the desired port number.
Step 20
If you plan to use a Simple Network Management Protocol (SNMP) manager server to manage
your REM servers, provide the following information in the section of SNMP Detail for VM 1.
a.
To turn on SNMP support, set the SNMP_ENABLE_VM_1 to true. By default, the SNMP
support is turned off with the value of ‘false’.
b. For the SNMP_NMS_IP_VM_1 property, enter the IP address of your SNMP manager server.
c.
For the REM_GLOBAL_IP_VM_1 property, enter the IP address of your REM VM if it is a single
node setup. Enter the public IP address of your REM server if it is a HA setup.
d. For the SNMP_SYS_NAME_VM_1 property, enter the name of your REM server, which will be
displayed in your SNMP manager server.
For the SNMP_SYS_LOCATION_VM_1 property, enter the location information of your REM
server, which will be displayed in your SNMP manager server,
f. For the SNMP_SYS_CONTACT_VM_1 property, enter the e-mail address of the administrator.
e.
g.
Warning
Note
Step 21
For the SNMP_SYS_DESCR_VM_1 property, enter the description of your REM server, which
will be displayed in your SNMP manager server.
Do not modify or delete the encrypted text for the SNMP_TRAP_USER_VM_1,
SNMP_TRAP_AUTH_VM_1, SNMP_TRAP_PRIV_VM_1, SNMP_READ_USER_VM_1,
SNMP_READ_AUTH_VM_1 and SNMP_READ_PRIV_VM_1 properties.
REM supports SNMP version 3 (User–based security). For both SNMP massages and traps, please
set the “security level” to Authentication with Privacy (AuthPriv) in your SNMP manger server. The
Authentication Protocol is set to “SHA” while the Privacy Protocol is set to “AES”.
If you have a HA setup, provide proper information for the secondary (slave) REM server in the section
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of SNMP Detail for VM 2. Please refer to the above step for more details. If you have a single node setup,
you may skip this step, and keep the default values (disable SNMP support for REM VM 2).
Step 22
After you make all the changes to the rem.properties file, save it by pressing the ESC key twice followed
by the “:” key and then entering wq
Enable Video for Wait and On Hold Pages
Wait and On Hold pages display text by default. Follow the steps below to configure the REIC
properties to enable video streaming when the customer sees the Wait and On Hold pages.
Step 1
In the REM Server Administration menu, type c to choose Edit REM Templates.
Step 2
In the Edit REM Templates menu, type e to choose REIC Properties.
Step 3
For the wait video, find call.connecting.content=null and change the value to video.
Step 4
For the on-hold video, find call.onhold.view=text and change text to REM.
Step 5
Save the file.
Step 6
If you have a REM HA setup, repeat the steps above on the second node.
Execute REM Configuration Tool
The REM Configuration Tool should be executed now. In REM HA setups, the REM Configuration Tool
only needs to be executed on the master node.
Step 1
In the REM Server Administration menu, type d to choose the Run Configuration Tool.
Step 2
In the Run Configuration Tool, press any key to begin.
Step 3 First the REM Configuration Tool will ask if you want to update any encrypted credentials for the REM setup.
Type “y” if you want to update any credentials. Type “n” to execute the REM Configuration Tool without
updating credential information.
Step 4
When prompted to update JTAPI username and password, type y.
Step 5
Type the JTAPI username and password.
Step 6
When prompted to update the CUCM Web GUI login username and password, type y.
Step 7
Type the root username and password for the CUCM. You cannot use a regular account username
and password.
Step 8
When prompted to update the IEM account name, type y.
Step 9
Type the account name.
Step 10
When prompted to update the IEM username and password, type y.
Step 11
Type the username and password for the IEM.
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Step 12
When prompted to update the primary and secondary media servers’ username and password, type y.
Step 13
Type their usernames and passwords.
Step 14
When prompted to update the backup and restore username and password, type y.
Step 15
Type the remote server’s username and password.
Step 16
The process is complete when you see the “Press any key to return to the menu” message. Press any key.
Step 17
When prompted to update the SNMP trap username and password for VM 1, type y.
Step 18
Type the SNMP trap username and password configured in your SNMP manager server.
Step 19
When prompted to update the SNMP message (Read) username and password for VM 1, type y.
Step 20
Type the SNMP message (Read) username and password configured in your SNMP manager server.
Step 21
If you have a HA setup, the REM Configuration Tool will prompt to update the SNMP trap and
message (Read) credentials for VM 2; type y. Follow the on-screen instructions to provide proper
information. For a single node setup, REM will skip this step.
REM ISO Installation Verification
After installing REM, use the following steps to check if the REM has been configured properly.
Step 1
In your browser, enter https://<REM_IP>:8443/ to verify that Tomcat is running.
Step 2
Check if necessary session control service is activated by entering the following URL in a web browser:
https://<REM_IP>:8443/resc
Step 3
Once the Axis welcome page is displayed, choose Services.
Step 4
Verify that all the services are active. The Service Status for each should read “Active”.
Step 5
Check if REAC works properly by opening a web browser and entering the REAC’s URL:
https://<REM_IP>:8443/reac
Refer to Chapter 1 “Remote Expert Administration Console (REAC)” of the Moderro Remote
Expert Manager Administration Guide for instructions on how to log in as the administrator
and add data.
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REM High Availability
Chapter Overview
This chapter contains the procedure for deploying High Availability (HA) for the Remote
Expert Manager (REM).
Topics in this chapter include:
•
“Use of Private and Public Addresses for REM HA”
•
“Activate Master and Slave Nodes for REM HA”
•
“Configuring a Virtual Switch in the ESXi Server”
Use of Private and Public Addresses for REM HA
When configuring REM HA, you will need a private and a public address.
The public address is needed for:
•
Node 1 VM: The public IP address is entered into the Static IP address field within the TUI’s
Setup Network Information screen.
•
Node 2 VM: The public IP address is entered into the Static IP address field within the TUI’s
Setup Network Information screen.
The private address is needed for:
•
RESC_IP property in the rem.properties file
•
NODE_IP_1 property in the rem.properties file
•
NODE_IP_2 property in the rem.properties file
Activate Master and Slave Nodes for REM HA
To set up REM HA, the RE SSH Key Exchange feature must be enabled. You need to activate the Master
and Slave Nodes and then add the Slave Node to the Master Node. Refer to the “Activate Master and
Slave Nodes for REM HA” section of Chapter 1 for instructions on how to configure the master and slave
nodes for REM HA.
Configuring a Virtual Switch in the ESXi Server
Step 1
Choose the ESXi server that will host the VMs from the left Inventory pane.
Step 2
In the right pane, click the Configuration tab.
Step 3
In the Hardware box, find the Networking selection. Click Add Networking… at the upper right
corner.
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The Add Network Wizard dialog box opens.
Step 4
Choose Virtual Machine as the Connection Type.
Step 5
Click the Next button.
Step 6
Choose the Create a vSphere standard switch radio button.
Step 7
Check the check box for the NIC which is currently not in use. Step 8
Step 9
In the Port Group Properties box, provide the proper Network Label. Use the default value for VLAN ID.
Step 10
Click the Next button.
Step 11
Click the Finish button to complete the configuration.
Tip
Click the Next button.
If the configuration is not correct, go to NIC #2 in each REM node and set the second NIC
card to use the network of the virtual switch that you just created.
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Media Server Installation
Chapter Overview
This chapter explains how to identify and locate the media server.
Topics in this chapter include:
•
“Identify and Locate Media Server”
Identify and Locate Media Server
Note
The media server cannot be installed on the REM 1.9.x or above VM. A dedicated media
streaming server must be set up.
REM requires a RTMP compliant media server. It is recommended that it is a dedicated media server.
In this section, you will identify and locate the RTMP compliant media server for video streaming. The
instructions are specifically for the Adobe Media Server (AMS).
If using AMS, note the following:
1.
Install AMS on a dedicated server if possible. It is not recommended to use the same VM as
REM.
2.
If customers use the default setting in Linux system, then all the video files should be
uploaded to the /opt/adobe/ams/webroot/vod folder.
3.
Make sure that extensions of video files are in lower case.
4.
Due to limitation of software, file names of video clips should only include alphanumeric
characters, underscores (_) and hyphens (-). Currently, special characters such as # and % are
not supported in REM.
5.
Currently supported file formats and codecs are listed in the table below.
Table 3-1
Supported File Formats and Codecs
File Format
Codec
Flash player version
FLV
Sorenson Spark, Nellymoser,
On2 VP6, Speex
6; AIR 1; Flash Lite 3
MPEG-4: F4V1, MP4, MOV
H.2642, AAC+ / HE-AAC / AAC 9,0,115,0; AIR 1
v1 / AAC v2, MP3, On2 VP6
1 The F4V format is a subset of MPEG-4 ISO 14496-10 and AAC+ (ISO 14496-3).
2 H.264 playback in Flash Player supports most profiles including Base, Main, and HiP.
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6.
The default ports for AMS are 1935 and 80. You should configure a different port (for example,
8080) for AMS if you plan to install AMS on a server that has other web applications.
7.
If AMS is configured to use a port other than 80 (for example 8080), add the port number after the
IP address in the video URL, for example,
rtmp:///192.168.100.200:8080/vod/mp4:aTestClip.mp4.
8.
All video files should be stored in the /opt/adobe/ams/webroot/vod folder. By default, AMS will be
installed in the /opt/adobe/ams folder in a Linux system. Make sure that the extensions of video
files are in lower case. Moreover, due to limitation of software, file names for video clips should
only include alphanumeric characters, underscores (_) and hyphens (-). Special characters such as
space ( ), # and % are not supported in REM.
The instructions below are for installing the AMS 5.0.1 on a CentOS 5.9 server. This procedure is
optional. If executing this optional procedure, install AMS on a separate host or VM from the
REM.
Step 1
Download the Adobe Media Server installation file from http://www.adobe.com/downloads/
Step 2
Buy the license from the link at:
http://www.adobe.com/products/adobe-media-server-family/buying-guide-pricing.html
Step 3
Log in as a root user.
Step 4
Copy the installation file (AdobeMediaServer_5_LS1_linux64.tar) to the temp folder (/tmp).
Step 5
Run the following commands to untar the installation file:
cd /tmp
tar -xzf AdobeMediaServer_5_LS1_linux64.tar
A folder with installation script is created.
Step 6
Run the following commands to start installation.
cd /tmp/<folder-created-in-previous-step>(i.e. AMS_5_0_1_r1076)
./installAMS
Step 7
Press the Enter key to start the installation.
Step 8
Follow the installation instructions on your screen.
Step 9
Enter a serial number.
Note
Step 10
If you do not enter a serial number or if you enter an invalid serial number, the AMS 5.0.1
Starter version will be installed.
Enter a user and group for AMS processes to run as. The default user is “ams”. The default group
is “ams”.
Note
If you install AMS on the REM server, make sure that you do NOT install the Apache
server included in the installation package.
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Step 11
The default ports for AMS are 1935 and 80. Configure AMS to use a different port (e.g. 8080) if
you installed AMS on a server that has other web applications.
Step 12
Review the summary of the installation options you have chosen, which are displayed on screen by the
installer.
Step 13
When installation is complete, the AMS service should start if you configured it to start automatically.
To start the server manually, go to the folder where AMS is installed and enter the command ./server
start.
Note
By default, AMS is installed to the /opt/adobe/ams folder.
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IEM Policy Configuration
Chapter Overview
This chapter explains how to create and apply a policy for REM in the
IEM. Topics in this chapter include:
•
“Create and Apply a Policy for REM in the IEM”
Create and Apply a Policy for REM in the IEM
The Interactive Experience Manager (IEM) manages the Interactive Experience Clients (IECs) at the
customer pods using policies that are applied to the IEC devices.
Note
Each IEC 4600 Series has its own local set of configuration settings, known as a ‘Device Profile’.
The device profile is useful in some applications where an IEC 4600 Series device is not managed by
an IEM. In the Remote Expert Smart Solution, the IEC 4600 Series devices are always controlled by
the IEM. Therefore the device policy assigned to the IEC 4600 Series device by the IEM takes
precedence over any local profile information.
Refer to the Moderro Interactive Experience Manager (IEM) Installation Guide and the Moderro
Interactive Experience Manager (IEM) Administration Guide to perform the following tasks:
Step 1
Install the IEM software on the VM.
Step 2
Configure the IEM server settings.
Note
For the IECs to work properly, the “Device gateway”, “AMF gateway”, and “XML gateway” must
be enabled in the IEM.
Step 3
Add an account on the IEM that will be used to manage the IECs for REM.
Step 4
Add the IEC devices to the IEM so that they can be managed by it.
Step 5
Create a new policy in the IEM for the IECs and configure the following properties in that policy to set
the startup URL as well as enable or disable network failure and timeout, watchdog features, and the IEC
web cache features:
•
browser > startup URL = https://<REM_IP>:8443/reic
•
browser > network > failover > enabled = true
•
browser > network > timeout > enabled = false
•
browser > watchdog > enabled = false
•
browser > cache > web > enabled = true
•
clock > NTP = NTP server IP addresses
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•
clock > timezone = the server’s time zone
Note If the customer pods in this Remote Expert Smart Solution deployment span multiple time zones, then
multiple device policies need to be created (e.g. Francisco-EST and Francisco-PST) and assigned to the
appropriate IEC 4600 Series device located in those time zones.
Step 6
Apply the policy to the IECs.
Step 7
Clear IEC media and web cache in IEM.
Step 8
Reboot the IECs from REAC so that the settings will be enforced on the IECs.
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Connected Justice
Chapter Overview
This chapter explains how to setup and configure Connected Justice for Moderro Remote Expert Manager
(REM).
Topics in this chapter include:
•
“Connected Justice Overview”
•
“Extension Mobility Setup”
•
“Connected Justice Configuration”
Connected Justice Overview
Connected Justice (CJ) is an extension of Remote Expert Manager (REM). It includes two primary
features, namely Click to Connect (CTC) and Next Available Interpreter (NAI). CJ utilizes the Cisco
Extension Mobility to provide extra functionality for REM. Cisco Extension Mobility allows users to
temporarily access their Cisco IP Phone configuration such as line appearances, services, and speed
dials from other Cisco IP Phones.
Extension Mobility Setup
Click To Connect (CTC)
The CTC feature provides an easy-to-use user interface to communicate between the court rooms and the
remote interpreters using the Remote Expert (RE) solution.
In CTC, the hierarchy starts at the top with the Segment (e.g. The 9th Circuit), and then the Group (e.g.
Orange County), followed by the Room (e.g. Court Room 1).
CTC works in the following manner: Once interpreters select a desired court house and court room on
the CTC web page, the CTC initiates a RE call between the court room and the interpreter. The RE call
connects the interpreter to the court room via TelePresence endpoints, such as the EX90. At the same
time, the CTC loads the phone dialing extensions of that court room into the desk phone of the interpreter
via the Extension Mobility API provided by the Cisco Unified Communications Manager (CUCM). This
allows the interpreter to call the court room directly and speak to the judge or other court personnel if
the interpreter has a question about what he or she is being asked to translate.
Next Available Interpreter (NAI)
The NAI feature is a RE solution with a specially designed user interface for the judicial authority. Court
officials, such as judges, are able to use a Remote Expert Interactive Console (REIC) in the courtroom
to initiate an interpretation session with the next available language interpreter. The REIC will display
up to six languages queues with each language having its own button.
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When an interpreter has a CTC session, she/he is moved to the “Not Ready” state in CAD; this
prevents the interpreter from being selected if a court official initiates a NAI request. When the REM
detects a call established between the court room and the interpreter, the NAI loads the phone dialing
extensions of that court room into the desk phone of the interpreter via the Extension Mobility API.
Hardware Required
•
Interpreter Side:
– PC / laptop with CAD installed
– Cisco IP phone (7975 or 9971 is preferred)
– EX90 TelePresence Endpoint
•
Court Room Side:
– C40 TelePresence Endpoint
– Moderro Interactive Experience Client (IEC)
– Touchscreen
Cisco Extension Mobility Setup on CUCM
Each court room requires a device profile created in the CUCM. Follow these steps to setup Extension
Mobility for each court room.
Step 1
Activate the Cisco Extension Mobility service. Log into your CUCM and choose Cisco
Unified Serviceability from the drop-down menu in the upper right corner.
Step 2
Choose Tools > Service Activation. Check the Cisco Extension Mobility check box. Click the Save
button at the upper left corner.
Step 3
Choose Cisco Unified CM Administration from the drop-down menu in the upper right corner to
complete the rest of configuration.
Step 4
Create the user device profile for a court room by choosing Device > Device Settings > Device Profile.
Click the Add New button.
Step 5
From the Device Profile Type drop-down menu, select the phone type (e.g. Cisco 7975 or Cisco 9971).
Click Next to go to the next page.
Step 6
Select SIP for the Device Protocol. Click Next to go to the next page.
Step 7
Enter the required information for User Device Profile Information using the values in the table below.
Then click Save.
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Table 5-1
Note
User Device Profile Information
Field Name
Value
Device Profile Name
A name of your choice for the device profile
Description
A description to easily identify the device profile
User Locale
The locale associated with the phone user interface
Phone Button Template
An appropriate phone button template (e.g. using Standard 7975 SIP
for Cisco 7975 IP phone)
Privacy
Default
Always Use Prime Line
Default
Do Not Disturb
(Optional) Select this check box
DND Option
(Optional) Ringer Off
Each court room should have its own device profile.
Step 8
From the Association Information section, click the Add a new DN button. You will be directed to
the Directory Number Configuration page where you need to specify a DN for the device profile
created in previous step. Make sure that you assign a new DN that is not used by other devices. Once it
is done, click the Save button.
Step 9
Create end users for CJ to utilize Extension Mobility in CUCM. To do so, go to User Management
and choose End User.
Step 10
Click Add New and enter the user information in the table below. Click Save.
Table 5-2
End User Information
Field Name
Value
User ID
A unique login ID to be used in device profile and the REM
Password
A password to secure the account
Confirm Password
Re-enter the above password to verify that it was entered correctly
Last Name
A name that easily identifies the user
Step 11
Go to the Extension Mobility section. In the Available Profiles box, choose a device profile that
you created in previous steps and click the down arrow. The service that you chose now appears in
the Controlled Profiles box.
Step 12
Associate a user device profile to a user (i.e. a court room in the CJ setup). Go to Device > Device
Settings > Device Profile and select the device profile that you need. Under the Logged Out (Default)
Profile Information section, choose the end user created in the previous step from the drop-down list.
Click Save.
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Step 13
Enable Extension Mobility for a physical IP phone. Go to Device > Phone, and choose the IP phone
used by an interpreter. Under the Extension Information section, check the Enable Extension
Mobility check box.
Step 14
Click Save, then click Apply Config, and finally Reset to complete configuration.
Connected Justice Configuration
The configuration procedure for CJ includes three parts to set up CJ in REM server:
1.
Installation of REM with the CJ feature enabled
2.
Installation of CJ skin
3.
Configuration of CJ-related
properties The following steps detail
the information:
Step 1
Create a VM in vCenter and deploy the REM ISO. Refer to Chapter 1 for instructions.
Note
Step 2
CJ currently supports Cisco C series endpoints for kiosks and EX 90 endpoints for agents.
For Extension Mobility, Cisco IP phone 7975 or 9971 is recommended.
Remote Expert has a default Connected Justice skin that will appear on the court room’s touchscreen.
Install the CJ skin package and CJ-related components:
a.
In the Main Menu, type d to choose the REM Server Administration menu.
b. In the REM Server Administration menu, type f to choose the Install REM Skin menu.
c.
Choose the REM skin that contains the sequence “rem-skin-cj”.
Note
The REM skin with the sequence “rem-skin-regs” is for Moderro Remote Expert
Government Services. The REM skin with the sequence “rem-skin” is for the default REM
skin, known as the Francisco skin.
d. When asked if you want to continue with the skin that you selected, type C.
e.
Step 3
The Connected Justice skin will install. Once, you see a “Complete!” message, press any key
to return to the menu.
Now you will enable the CJ feature in REM:
a.
In the Main Menu, type d to choose the REM Server Administration menu.
b. In the REM Server Administration menu, type b to choose Edit REM Properties.
c.
In the VI editor, enter the necessary information in the rem.properties file.
d. Enable extension mobility. Within the REIC/Kiosk Properties section, change the IS_CJ property
to true.
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Note
e.
Step 4
The IS_CJ property by default is set to false, which disables CJ. You must change this property
to true to enable CJ.
Save and exit the VI.
Provide CUCM information to the CJ component:
a.
In the Main Menu, choose d) REM Server Administration.
b. In the REM Server Administration menu, choose g) Connected Justice.
c.
In the Connected Justice menu, choose b) Configure Connected Justice.
d. In the Configure Connected Justice menu, choose a) Connected Justice Properties.
e.
A VI window will open. Update the CUCM IP address ([cucm_host]) and https port
([cucm_port]). Ensure that the port number is 8443.Since CUCM uses port 8443 by default,
normally you do not need to update CUCM port information. If you have a CUCM cluster
setup, use the IP address of the publisher in the “cucm_host” property.
f. Save and exit the VI.
Step 5
Map the interpreter’s Cisco IP phone to enable Extension Mobility for that phone:
a.
In the Main Menu, choose d) REM Server Administration.
b. In the REM Server Administration menu, choose g) Connected Justice.
c.
In the Connected Justice menu, choose b) Configure Connected Justice.
d. In the Configure Connected Justice menu, choose b) Interpreter Properties.
e.
A VI window will open. Update the interpreter’s video endpoint DN (for regular RE agent) and
the device name of her / his Cisco IP phone (for Extension Mobility). The device name can be
found in CUCM. For example, the EX 90 endpoint used by interpreter has DN 1000, and the
device name of interpreter’s Cisco IP phone is SEPAA11BB22CC33 (listed in CUCM). You should
put the mapping syntax as “1000: SEPAA11BB22CC33”.
f. Save and exit the VI.
Step 6
Execute IAS.
a.
In the Main Menu, choose d) REM Server Administration.
b. In the REM Server Administration menu, type d to choose the Run Configuration Tool.
c.
In the Run Configuration Tool, press any key to begin.
d. When prompted to update JTAPI username and password, type y.
e.
Type the JTAPI username and password.
f. When prompted to update the CUCM Weblogin username and password, type y.
g.
Type the root username and password for the CUCM. You cannot use a regular account
username and password.
h. When prompted to update the IEM account name, type y.
i.
Type the account name.
j.
When prompted to update the IEM username and password, type y.
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k.
Type the username and password for the IEM.
l.
When prompted to update the primary and secondary media servers’ username and password,
type y.
m. Type their usernames and passwords.
n. When prompted to update the backup and restore username and password, type y.
o. Type the remote server’s username and password.
p. The process is complete when you see the “Press any key to return to the menu” message.
Press any key.
Step 7
Access REAC using the URL https://<REM_IP>:8443/reac/. Add licenses, kiosks, documents,
videos, and experts.
The default credentials for REAC are admin/admin.
Tip
Step 8
Create a “Connected Justice” policy in the IEM and configure the properties listed below. Refer to
the “Create and Apply a Policy for REM in the IEM” section of Chapter 1 for more information.
a.
In the application.data property, enter the SIP information. Refer to the “RE on I-Services”
appendix of this guide.
b. In the browser property, enable web cache (browser > cache > web > enabled = true) and
set the web cache mode to “Prefer cache” (browser > cache > web > mode = Prefer cache.
c.
In the browser property, enable network failover (browser > network > failover > enabled =
true), disable network timeout (browser > network > timeout > enabled = false), and
disable watchdog (browser > watchdog > enabled = false).
d. In the browser property, configure the startup URL as: https://<REM_IP>:8443/reic
Step 9
Now you will configure the segment xml file in REAC:
a.
Login to REAC using the URL https://<rem_ip>:8443/reac.
b. Click the CJ Configuration tab.
c.
There will be two default segment xmls on the page. Choose a Segment XML file
(e.g. segment_1.xml) and the click the Modify button.
An editing window will open with the segment code.
The entry for a room is constructed in the following format:
<room type="<Label-1>" title="<Label-2>" emLogin="<UserID>" passwd="<Password>"
dProfile="<Device Profile>" dNum="<Endpoint DN>" endPoint="<Endpoint Type>” /
Each entry represents a separate room.
d. Use the table below to update the properties for each court room. Make sure that each court room has
a unique DN in CJ.
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Table 5-3
Room Details Parameters
Tag Name
Corresponding Value
Label-1
Type of room (e.g. Courthouse or Jailhouse)
Label-2
The room name you want to show on the CTC interface.
UserID
The end user ID created in CUCM for Extension Mobility.
Password
A password to lock the account.
Device Profile
The device profile created in CUCM for Extension Mobility.
Endpoint DN
The directory number used by the kiosk in the court room. Each court room must have a
unique DN in CJ.
The type of video endpoint used by kiosk in the court room. Currently, only Cisco C
series is supported
Endpoint Type
Note
Information needed here is created in CUCM, which is detailed in the “Extension
Mobility Setup” section of this chapter.
d. Click Save to save the changes.
e. You will see a message that the file was saved successfully. In the Message dialog box, click
OK.
Step 10
Apply the “Connected Justice” policy (created in Step 8) to the IEC in the IEM and reboot the IEC
from the REAC.
Step 11
To access NAI, use the regular startup URL https://<REM_IP>:8443/reic.
Step 12
To access CTC, open a browser and go to https://<REM_IP>:8443/ctc.
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Frequently Asked Questions (FAQs)
Appendix Overview
This appendix provides answers to the frequently asked questions.
Topics in this appendix include:
•
“General Questions”
•
“Remote Expert Manager (REM) Installation Questions”
•
“Remote Expert Admin Console (REAC) Questions”
•
“Remote Expert Session Control (RESC) Questions”
•
“Remote Expert Interactive Console (REIC) Questions”
•
“Direct Connect Questions”
General Questions
Q. Why does the NTP server need to be configured separately?
A. NTP servers are used to synchronize the timestamp of the recording file in MediaSense with the
timestamp of a session in REM. Besides, it helps for troubleshooting purposes to have time
synchronized among components used in the RE solution.
Q. The Remote Expert system seems to take a long time to perform an operation. What can I do to
improve speed?
A. Make sure that REM server’s network is adequate and works fine. Since REM is a complicated
platform with several sub-systems running in the background, ensure that the server has enough
resources to operate. Consult the “Create the Virtual Machine” section of Chapter 1 to configure
the virtual machine with the necessary resources (at least 8 GB RAM, 300 GB hard drive, and 2
CPU sockets with 4 cores on each socket).
Remote Expert Manager (REM) Installation Questions
Q. After restarting the network service, the REM indicates that the “Network is unreachable”.
What should I do?
A. This issue is caused by an incorrectly configured static or gateway IP address. Refer to the
“Configure the REM’s Virtual Machine” section of Chapter 1 to reconfigure the network
settings.
Q. After restarting the network service, the IP updating script indicates “unary operator expected”.
What should I do?
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A. This issue is caused by an incorrectly configured static or gateway IP address. Refer to the
“Configure the REM’s Virtual Machine” section of Chapter 1 to reconfigure the network settings
Q. After restarting the network service, PostgresSQL throws the error message “value too long for type
character varying (15)”. What should I do?
A. This issue is caused by an incorrectly configured static or gateway IP address. Refer to the
“Configure the REM’s Virtual Machine” section of Chapter 1 to reconfigure the network
settings.
Q. After restarting the network service, the system shows that one of the Nameservers is down. What
should I do?
A. Make sure DNS is up and running. If DNS works fine, the DNS may have been configured
incorrectly. Refer to the “Configure the REM’s Virtual Machine” section of Chapter 1 to
reconfigure the network settings.
Q. While running the main.sh script, the system becomes non-responsive for a period of time and
throws error messages and exceptions. What should I do?
A. During the initial setup process, the script will keep trying to make a connection to the database. If
the system is non-responsive, it is most likely due to an incorrect IP address. Check the master
REM Properties file and verify that the following entries have the correct IP addresses:
[REM_VIRTUAL_IP], [RESC_IP], and [NODE_IP_1]. Refer to the “Modify the REM Properties
File” section of Chapter 1 for instructions on configuring the master REM Properties file.
Q. While running the main.sh script, the system throws the error message “Connection timed out”.
What should I do?
A. Ensure that the system’s network connection works properly. If the network connection works fine,
the problem is most likely due to an incorrect IP address. Check the master REM Properties file
and verify that the following entries have the correct IP addresses: [REM_VIRTUAL_IP],
[RESC_IP], and [NODE_IP_1]. Refer to the “Modify the REM Properties File” section of
Chapter 1 for instructions on configuring the master REM Properties file.
Remote Expert Admin Console (REAC) Questions
Q. After adding an agent in the Expert tab of the REAC, the agent’s registration status is red instead of
green. What should I do?
A. The registration status indicates the communication status between Cisco Unified
Communications Manager (CUCM) and REM. There are two possible reasons for the agent
being shown as not registered in the REM:
1.
The directory number (DN) for that agent has not been registered with the CUCM
successfully: Use the keypad of the agent’s endpoint to dial any DN managed by the same
CUCM. If a phone call can be made, the problem is most likely in the entries within the
CUCM Credentials section of the master REM Properties file. Refer to the “Modify the
REM Properties File” section of Chapter 1 for instructions on configuring the master REM
Properties file. After updating the information in the master REM Properties file,
remember to execute the script main.sh again.
2.
The Agent Observer is not registered in Remote Expert Session Controller (RESC): In this
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case, the DN or endpoint could be registered with CUCM but the Agent Observer is not
registered in the RESC. Check that the endpoint is part of the JTAPI application account.
Q. After changing the endpoint’s partition in CUCM, the agent’s registration status becomes red under the
Expert tab in REAC. What should I do?
A. A possible cause of this issue is that one of the REM’s internal services does not publish the required
JTAPI event properly when the partition of endpoint is changed. To resolve this issue, delete the
problematic agent and then add the agent back to the REAC.
Q. When trying to upload a document file in the Document tab of the REAC, a pop-up window appears
with the error message “The server encountered an error”. What should I do?
A. Verify that both PostgresSQL and Tomcat are running (in the TUI, go to c) Service Control, then
d) Database Server for PostgresSQL or c) Application Server for Tomcat to verify). If both
processes are up and running, the issue is most likely that the default Francisco skin package is
not installed properly. In order for REM’s database to function properly, the default Francisco
skin package must be installed. Refer to the “Install the Default Francisco Skin Package” section
of Chapter 1 for instructions on how to reinstall the skin package.
Q. After adding a new customer pod to the Kiosk tab of the REAC, the customer pod’s screen shows
the error message “Kiosk is not registered”. What should I do?
A.
Follow these steps to troubleshoot the issue:
Step 1
Ensure that the Interactive Experience Client (IEC) in the customer pod has a network connection.
Step 2
In the Interactive Experience Manager (IEM), verify that the IEC has been registered in the IEM.
Step 3
In the IEM, verify that the REM policy has been applied to the IEC.
Step 4
In the CUCM, verify that the endpoint (i.e. EX 60 & 90) has been created and configured properly.
Step 5
In the REAC, verify that all settings are correct, in particular, check the entries in the TP IP Address
and IEC Serial Number fields.
Q.
According to the DB Cluster tab of the REAC, one of DB Cluster Nodes is down. What should I do?
A. When a database does not function properly in REM, the REAC will show red boxes in the DB
Cluster Nodes column.
Use TUI to restart Postgres by performing these steps:
Step 1
Using TUI, go to the Main Menu and choose c) Services Control.
Step 2
In the Services Control menu, choose d) Database Server.
Step 3
In the Database Server menu, choose c) Stop Service.
Step 4
After the service has stopped, go back to the Database Server menu and choose b) Start Service.
Step 5
Log back in REAC, go to the DB Cluster tab, select the database with the red box, and click Activate.
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Q.
According to the DB Cluster tab of the REAC, one of DB Cluster Managers is down. What
should I do?
A. When Apache Tomcat does not function properly in REM, the REAC will show a red box in the DB
Cluster Manager column.
Use TUI to restart Tomcat by performing these steps:
Step 1
Using TUI, go to the Main Menu and choose c) Services Control.
Step 2
In the Services Control menu, choose c) Application Server.
Step 3
In the Application Server menu, choose c) Stop Service.
Step 4
After the service has stopped, go back to the Application Server menu and choose b) Start Service.
Step 5
Log back in REAC, go to the DB Cluster tab, select the cluster manager with the red box, and click
Activate.
Q. Where can video files be placed in the Adobe Media Server?
A. Video files can be placed in the /opt/adobe/ams/webroot/vod directory.
Q. What format should be used for the video URL is using Adobe Media Server (AMS)?
A. Using RTMP as an example, the following format should be used for the video URL:
rtmp://<AMS IP>/vod/mp4:aTestClip.ext
– The extensions could be flv, f4v, mov, or mp4.
– Upper case extensions, such as FLV files running on rtmp, are not currently supported.
– Special characters, such as space ( ) and #, are not supported in video file names.
– If AMS is configured to use a port other than 80 (for example, 8080), add the port
number after the IP address, for example,
rtmp://192.168.100.200:8080/vod/mp4:aTestClip.mp4.
Q.
A MediaSense recording populates intermittently in the Session tab of the REAC?
A. First, ensure that the timestamps of MediaSense and REM servers are synchronized. Refer to the
“Configure Network Time Protocol” section of Chapter 1 for instructions on how to configure the
NTP server.
If the servers’ timestamps are synchronized and you still have issues, try to increase REM and
MediaSense responding time.
Step 1
Using TUI, go to the Main Menu and choose d) REM Server Administration.
Step 2
In the REM Server Administration menu, choose c) Edit REM Templates.
Step 3
In the Edit REM Templates menu, choose a) REAC Properties.
Step 4
Find the entry “media_sense_time_offset=5000”, which is the default responding time in milliseconds.
Step 5
Change the value of milliseconds to either “15000” or “20000”.
Step 6
Save the file and go back to the REM Server Administration menu.
Step 7
Choose d) Run Configuration Tool and follow on screen instructions.
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Q. Is it possible to modify the maximum file size that can be uploaded into REAC?
A. The default maximum file size that can be uploaded into REAC is 50Mb. However, that size can be
increased to allow larger files to be uploaded. To modify the maximum size value, follow these steps:
Step 1
Using TUI, go to the Main Menu and choose d) REM Server Administration.
Step 2
In the REM Server Administration menu, choose c) Edit REM Templates.
Step 3
In the Edit REM Templates menu, choose a) REAC Properties.
Step 4
Find the entry “maximum_file_upload_size=50000000”, which is the default file size in bytes.
Step 5
Change the value.
Note
The value is limited to the browser’s capability.
Step 6
Save the file and go back to the REM Server Administration menu.
Step 7
Choose d) Run Configuration Tool and follow on screen instructions.
Remote Expert Session Control (RESC) Questions
Q.
How do I view session results?
A. Reports are generated in REAC. Refer to the “Generating Session Reports” section of the
Moderro Remote Expert Manager Administration Guide for instructions on how to
generate reports.
Q. If the REM’s session questions and answers are in languages other than English, strange characters
are present in the CSV files. What should I do?
A. Open the file using a text editor program in your OS.
If you have Microsoft Windows, for example, you could use Microsoft Excel to import the CSV
file since REM uses UTF-8 to encode the data. If you want to use Microsoft Windows, follow
these steps:
Step 1
Open Microsoft Excel.
Step 2
Click the Data menu bar option.
Step 3
Click the From Text icon.
Step 4
Navigate to the location of the file that you want to import. Click the filename and then click the Import
button.
Step 5
In the Text Import Wizard, choose Delimited in the Original data type section.
Step 6
Choose 65001: Unicode (UTF-8) from the drop-down list that appears next to File origin.
Step 7
Click the Next button.
Step 8
Place a checkmark in the delimiter - comma check box (only leave Comma checked).
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Step 9
Click the Finish button to finish importing the data into Microsoft Excel.
If you have an Apple Macintosh OS, there is an issue with importing UTF-8 file to MS Excel. Review
this post of a Microsoft Support Engineer:
http://answers.microsoft.com/en-us/mac/forum/macoffice2011-macexcel/mac-excel-converts-utf-8-cha
racters-to-underlines/7c4cdaa7-bfa3-41a2-8482-554ae235227b?msgId=49d349d7-35d4-4cc0-b8ba-cd8
abb5bff8c
If you want to use an Apple Macintosh to open the file, try the following two options:
1.
Use TextEdit to open the CSV file as a text file.
2.
Use OpenOffice to open the CSV file if you want to have a spreadsheet-type presentation.
Remote Expert Interactive Console (REIC) Questions
Q. The expert icons do not display properly on the customer pod screens or the icons for document and
video files do not display properly in the READ windows of CAD. What should I do?
A. These scenarios may be caused by an incorrect installation of the web application package.
Step 1
Go to Locale tab of REAC, find a valid image file name in a local bundle you select
(i.e. english_220_80.png under the English locale).
Step 2
Open your browser and enter the following URL:
https://[REM_server_ip]:8443/images/english_220_80.png, for example.
Step 3
If the English is not displayed properly, the default REM skin package did not install properly.
Step 4
Refer to the “Install the Skin Package” section of Chapter 1 for instructions on how to reinstall the
skin package.
Q. The screen at the customer pod displays the “Server is down” message. What should I do?
A. When an IEC loses its network connectivity or the Tomcat service in REM is down, the screen at the
customer pod will show the “Server is down” message.
Step 1
Step 1 Using TUI, go to the Main Menu and choose c) Service Control
Step 2
Step 2 in the Service Control menu, choose c) Application Server
Step 3
Step 3 Choose a) Show Status
Step 4
Step 4 If Tomcat is not running is displayed, go back and choose b) Start Service
Q. The screen at the customer pod displays the “Expert not Available” message. What should I do?
A. When an IEC or REM loses communications with the TelePresence (TP) endpoint (i.e. EX), or the
codec for TP is incorrect in REAC, the screen at the customer pod will show the “Designer not
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Available” message.
Step 1
Check if the codec is correct for the TP endpoint in the Kiosk tab of the REAC.
Step 2
Check if the TP endpoint still has its network connectivity. To verify, either make a call to another
TP endpoint by using the dial pad or ping the TP endpoint from REM. If you could not get responses
from the TP endpoint, contact your system administrator.
Q. The screen at the customer pod displays the “Startup URL not found” message. What should I do?
A. This behavior is usually caused by incorrect configurations of the IEC. If the IEC does not have a
proper policy (initial configuration that includes startup URL) in the IEM, the IEC will not load the
proper REIC application. Verify that the IEC has the correct policy applied.
Another possibility is that the IEC is not registered with the IEM. Verify that the IEC is shown in
the main window of IEM. Also make sure that the IEM’s gateway is turned on.
Q. The REIC static image on the TP endpoint in the customer pod disappears after 10 minutes.
However, the image appears again after making a call. What should I do?
A. Most likely, the screen is going into sleep mode. Check the configuration in CUCM for the TP
endpoint by performing the following steps:
Step 1
Log into the CUCM.
Step 2
Go to Device and choose Phone.
Step 3
Choose the endpoint in the customer pod.
Step 4
In the User Preferences dialog box, set the Display On Duration to 10:30 so that the monitor will
stay on for 10 hours and 30 minutes.
Step 5
If you still have issue, contact your system administrator.
Q. How can I limit the phone at the customer pod to accept only one call at a time?
A. To limit the number of calls, change the phone’s configuration in the CUCM by following these
steps:
Step 1
Log into the CUCM.
Step 2
In the Device menu, choose Phone.
Step 3
Find the phone and choose it.
Step 4
Choose the line number under the Association Information section in the left panel.
Step 5
In the subsequent page, enter 1 into the Maximum Number of Calls and Busy Trigger fields to limit
the number of incoming call to one.
Q. In the UCCX environment, there are no call events detected by REM. How is this issue resolved?
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A. Verify that the value of [IS_CCX] within the CCX Credentials section of the master REM Properties
file is set to “true” and the value of the [IS_CVP] within the CVP Credential section is set to “false”.
If you make any changes to the master REM Properties file, run the main.sh command again.
Q. If the video endpoint at the customer pod goes down after the agent accepts the call (i.e. the
session is in progress), what should the agent do?
A. Due to technical limitations of TelePresence, it could take a period of time (more than seven
minutes) to reflect the status of the customer pod’s video endpoint at the agent side (including
CAD). The agent should not wait for the call to disconnect. Instead, the agent should disconnect
the call from CAD manually.
Q. If the video endpoint at the customer pod goes down after the agent makes an outbound call to the
customer pod (i.e. the session is in progress), what should I do?
A. Due to technical limitation of TelePresence, it could take more than three minutes for the agent’s
CAD to reflect the status. As a result, CAD will be in a hung state. The agent should not wait for
the call to disconnect. To recover from this situation, the call has to be disconnected from the
customer pod side. Since CAD is in a hung state, the call cannot be disconnected by the agent
using CAD.
Q. How do I change the volume on the IEC?
A.
An IEC’s volume can be changed by creating a new policy in the IEM. Follow these steps to
create a volume policy:
Step 1
Log into the IEM, and create a new policy.
Step 2
Within the policy, go to the volume > master property.
Step 3
Enter a numeric value (0 is minimum; 100 is maximum).
Step 4
Go to the volume > master > muted property and make sure that the value is set to false.
Step 5
Click the Apply button.
Step 6
Add this policy to the IEC in the IEM.
Step 7
Reboot the IEC.
Q. The customer pod touch screen does not display the correct resolution that is configured in the IEM.
How can I fix the issue?
A. Make sure that the video cable is connected securely. Although a regular VGA cable may be used
with a variety of supported VGA resolutions, higher-quality cables typically produce better
results. Shorter VGA cables are less likely to introduce significant degradation. Moreover, the
VGA port used by the IEC is Display Data Channel (DDC) enabled. To take a full advantage of
the REIC, a VGA cable with the presence of pins 9 and 15 is required to operate correctly. Make
sure that the VGA cable you use has pins 9 and 15. If you still have issues, contact your system
administrator.
Q. The touch screen has a resolution of less than 1024 in height. What should be done to ensure
that the REIC main page is displayed fully?
A. In REM, the standard resolution supported is 1280 x1024 (aspect ratio 5:4). The REIC main page
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may not display properly if the screen has a resolution that is less than 1024 in height. You can
adjust the IEC display resolution to fit within the REM default resolution using the policy in the
IEM.
Step 1
Create a new policy.
Step 2
In the policy, go to the Display > Resolution > Custom property.
Step 3
Change the height and width values as necessary.
Direct Connect Questions
Q. What should I do if the “Pureweb 503 error” message displays on the customer pod screen when the
agent starts a Direct Connect (DC) sharing session during a call?
A. If the “Pureweb 503 error” message is seen for just a short period of time (less than 3 seconds)
during a sharing session, restart the DC server on the agent’s desktop by clicking the Restart DC
Server icon.
This issue may also be caused by IEC’s Watchdog, which is a daemon program monitoring Cobra
browser’s activity. When there is any resource issue, the Watchdog restarts or terminates
incompatible processes. Sometimes, it may terminate DC unexpectedly. If you see the “Pureweb
503” message, make sure that Watchdog related functionalities are turned off in the IEM policy
that is applied to the IEC. Refer to the “Create a Policy in the IEM” section of Chapter 1 for
instructions.
If you still have problem with Direct Connect, contact your System Administrator for further
assistance.
Q. What should I do if when trying to connect DC the message “Waiting (Cancel)” is displayed and DC
never connects?
A. There are two possibilities why Direct Connect does not connect:
1.
The REM IP is incorrect or the URL contains “https” instead of “http”. Perform these steps
to correct the REM IP:
Step 1
Navigate to C:\CSI\DirectConnect\bin\DirectConnect.
Step 2
Open the DirectConnect.exe.config file.
Step 3
Edit the value of cv_service_url to the correct REM IP address and correct protocol (http).
<ArrestedDevelopment.Properties.Settings>
<setting name="cv_service_url" serializeAs="String">
<value>http://REM_IP/resc/services/VirtualAgentServices.VirtualAge
ntServicesHttpSoap11Endpoint/</value>
</setting>
Step 4
Save the file before closing.
Step 5
Click Restart DC Server on the agent’s desktop.
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2.
The Cisco Security Agent is turned on. Perform these steps to turn off the Cisco Security
Agent:
Step 1
Click the Show Hidden Icons button in the notification area of Windows taskbar.
Step 2
Right-click the Cisco Security Agent icon.
Step 3
Select Off as the Security Level.
If neither of the above two resolutions solve the issue, please contact your System Administrator.
Q. Is it possible to reduce bandwidth utilization of Direct Connect?
A. You can modify the RemotingService.exe.config file in the
C:\CSI\DirectConnect\bin\DirectConnect\ directory to reduce bandwidth utilization of DC.
You can get the bandwidth utilization down to around 450Kbps and still provide a good user
experience. Use the following suggested configuration and change the values in the red
lines of code.
<userSettings>
<RemotingService.Properties.Settings>
<setting name="FilterClientInput" serializeAs="String">
<value>True</value>
</setting>
<setting name="ShowApplicationWaitInterval" serializeAs="String">
<value>200</value>
</setting> 11
<setting name="ShowApplicationTimeout" serializeAs="String">
<value>10000</value>
</setting>
<setting name="ThumbnailAcquisitionInterval" serializeAs="String">
<value>1000</value>
</setting>
<setting name="ImageFormatIsJpeg" serializeAs="String">
<value>True</value>
</setting>
<setting name="ImageMaxQuality" serializeAs="String">
<value>85</value>
</setting>
<setting name="ImageLowBandwidthWidth" serializeAs="String">
<value>1280</value>
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</setting>
<setting name="ImageAcquisitionIntervalMillis"
serializeAs="String">
<value>1000</value>
</setting>
<setting name="ClientDisplayStatus" serializeAs="String">
<value>False</value>
</setting>
<setting name="ImageMinQuality" serializeAs="String">
<value>30</value>
</setting>
<setting name="ImageDynamicQuality" serializeAs="String">
<value>True</value>
</setting>
<setting name="ImageMaxBitrate" serializeAs="String">
<value>0.4</value>
</setting>
<setting name="ImageLowBandwidthHeight" serializeAs="String">
<value>1024</value>
</setting>
<setting name="BitrateBufferFactor" serializeAs="String">
<value>4</value>
</setting>
<setting name="WindowRestorationDelay" serializeAs="String">
<value>750</value>
</setting>
</RemotingService.Properties.Settings>
</userSettings>
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Document Camera Configuration
Appendix Overview
This appendix explains how to configure document cameras at the
branches. Topics in this appendix include:
•
“Configure the Document Camera”
– “Connect and Configure the Hardware”
– “Create Policies in the IEM for Each Document Camera”
– “Reboot IEC from REAC”
Configure the Document Camera
A ceiling-mounted document camera can be used in the customer pod to allow customers to share
documents with the expert. It is recommended to use the Vaddio CellingVIEW™ HD-18 DocCAM
with Quick-Connect DVI/HDMI SR Interface. The REM may support different document cameras with
configurable RS-232 commands. Please contact the RE team for more details if you plan to use a
different document camera.
The Vaddio CeilingVIEW™ HD-18 DOCCAM camera is designed for use with high definition video
conferencing codecs, HD monitors, and HD presentation applications where image quality and
resolution are critical. The camera features an 18X optical zoom lens and is built around a 1/3”, 1.3
Megapixel CCD image sensors for precise HD video image acquisition even in low light applications.
The camera supports HD resolution such as 1080p60, 1080p30, 720p30 and RGB resolution such as
1024x768.
The document camera system is composed of two units: the camera itself that is mounted to the ceiling
(Figure B-1) and a control unit called the DocCam SR module (Figure B-2).
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Figure B-1
Ceiling Mounted Camera
Figure B-2
DocCam SR Module Control Unit
In addition to the document camera system, the System Dimensions AVS 2610 USB video encoder
dongle is required for each document camera setup. When the dongle is connected to the IEC and
the document camera system, live video is captured by the document camera and then streamed by
the dongle to remote computers. The AVS 2610 is HDMI compatible.
Note
The REM currently supports the System Dimension AVS 2610 USB video encoder dongle. The
REM may support different video encoder dongles. Please contact the RE team for more details.
To enable the document camera to stream video, you will need to perform the following tasks:
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1.
Prepare agents’ desktops: To use the document camera, the Document Camera application
and VLC Player software must be installed on each agent’s desktop. Perform the following
tasks:
a. Install Java Runtime Environment (JRE) version 7 on each agent’s desktop.
b. Download the snapshotapp-dist.zip file from REAC and install it on each agent’s desktop.
Refer to Appendix D: “Document Camera Application Installation and Configuration” of
the Moderro Remote Expert Manager eREAD User Guide for instructions.
c. Install a VLC Player on each agent’s desktop.
Note
The snapshot application works only if both the JRE and VLC player are of same bit
size, i.e., 64bit JRE and 64bit VLC or 32bit JRE and 32bit VLC.
2.
Connect the document camera system to the IEC and the video encoder dongle.
3.
Create a policy in the IEM for the document camera.
4.
Reboot the IEC from REAC.
Connect and Configure the Hardware
To connect the document camera system, follow these steps:
Step 1
Connect the EZCamera Power & HD Video port of the control unit to the camera using a Cat-5e cable
with a maximum distance of 100’ (30.5 m). This port supplies power to the camera and returns HD video
from the camera.
Step 2
Connect the RS-232 Control To Camera port on the control unit to the camera.
Step 3
Connect the RS-232 Control Input port on the control unit to the RS232 port on the IEC.
Step 4
Connect the DVI-D port to the HDMI input of the dongle.
Step 5 Connect the HDMI output of the dongle to a USB port of the IEC. If necessary, use an USB extension cable.
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Figure B-3
Hardware Connection Diagram
Table B-1
Cable Connection Details for the Above Diagram
Number Connection
Purpose
Cable
1
EZCamera Power &
HD Video Port
Supplies power to camera and
returns HD video from the
camera
CAT-5e Ethernet cable
2
SR Interface to
Camera
RS-232 control to and from
camera and IR signals returned
from the camera
CAT-5e Ethernet cable
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Number Connection
Purpose
Cable
3
Input to SR interface from IEC
RS-232 port
Shown in figure below:
RS-232 Control Input
(A photo of this
connection is shown
in the figure below)
a) 9 pin male to 3.5mm jack
adapter
b) 9 pin female to Ethernet port
adapter (comes with Vaddio
camera - no need to purchase)
c) CAT-5e Ethernet cable
4
DVI-D Output
From SR interface DVI-D to
HDMI port of dongle
5
HDMI Output
From dongle USB to USB port of Male to female USB cable
IEC
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DVI to HDMI cable: HDMI (v
1.3 with deep color) and DVI v
1.0 compliant
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Figure B-4
Step 6
Cables for RS-232 Control Input
Familiarize yourself with the components of the document camera using the photo and table below.
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Figure B-5
Document Camera Components
Table B-2
Note
Document Camera Components
The following information appears on a label on the back of the camera enclosure back box.
Number
Description
1
White Trim Ring with two (2) 10-32 x ¾” Phillips Flat Head Screws
2
18X Optical Zoom Camera Lens
3
Laser Pointer and Three Point Adjustment System
4
Cover Cap for 16-Position Rotary HD Resolution Select Switch
5
Blue LED Power Indicator
6
IR Receiver Window (for Vaddio Remote)
7
Cover Cap for 8-Position Dip Switch for Specific Camera Settings
Based on your requirement and setup, the CeilingVIEW HD-18 DocCAM provides a 16-position rotary
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switch (No. 4 in the photo) to set a desired HD camera resolution. The camera also has a 8-position dip
switch (No. 7 in the photo) for assigning certain camera functions. Those switches can be quickly
accessed by taking out the covers at front of the camera.
Step 7
Configure the document camera:
a.
For the 8-position DIP switch, set the IR switch to IR OFF to use the RE-232 camera control.
Figure B-6
Document Camera Switch Settings
Table B-3
DIP Switch Setting
Switch
Function
Default
1
IR ON/OFF
ON
Description
•
“ON” for using an IR remote to control the camera
•
“OFF” for using RS-232 commands to control
camera control
2
Baud Rate
9600 bps
9600 bps should work with most environments
3
Alternate IR Remote
OFF
“ON” for using zoom in/out controls with a Polycom,
LifeSize, or Cisco/Tandberg IR remote control. The tilt
down command on those remote will activate the
monetary laser pointer for document positioning.
4
Laser Pointer
ON
•
“ON” for enabling the Laser Pointer feature
•
“OFF” for disabling the Laser Pointer feature
5
Test Bars
OFF
Convenience, Non-standard Color Bars Only
6
Not Used
OFF
Leave OFF
7
Not Used
OFF
Leave OFF
8
Not Used
OFF
Leave OFF
b. Confirm that the remaining switch settings are using default settings.
c.
For the 16-Position Rotary HD Resolution Select Switch, set the rotary switch (video
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selection) to position 8 for the AVS-2610 USB video encoder to encode video stream in a
proper progressive mode.
Figure B-7
Document Camera Rotary Switch
Create Policies in the IEM for Each Document Camera
A policy must be created in the IEM and then applied to the device in order for the document camera to
stream video from the dongle to the agents. Each document camera requires a separate policy because
the policy contains configuration information just for the document camera connected to that particular
IEC.
To create and apply a policy for the document camera, follow the steps below. Use the parameters in the
table below when creating the policy to ensure optimal video quality. The parameters have been certified
by the RE development team and are optimized for the System Dimension AVS 2610 USB video encoder.
Note
The port specified in the IEM policy should not be used by any other program on the agent’s desktop.
Table B-4
Document Camera Parameters
Key
Value
Description
encoder.target:
null
For unicast, use “null” for the value
encoder.port:
a port number
between 31001
and 31500
Each kiosk should have its own port.
The port specified in the IEM policy should not
be used by any other program on the agent’s
desktop.
The port specified in the IEM policy should be
opened (i.e. not block by a firewall) on the
agent’s desktop.
encoder.videoSource:
0
Using HDMI as video source
Key
Value
Description
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encoder.videoMode:
1
Encoding video in HD mode
encoder.protocol:
0
Setting network protocol to UDP
encoder.moduleType:
0
Setting video encoder device to USB dongle
encoder.isProgressive:
0
Encoding video as progressive
encoder.outputFrameRate:
0
Setting output frame rate to 15 fps
encoder.outputResolution:
1
Setting output resolution to 1280x720p
encoder.inputFrameRate:
0
Setting output frame rate to 15 fps
encoder.inputResolution:
0
Setting output resolution to 1920x1080p
encoder.streamType:
1
Setting video-in stream to TS
encoder.audioBitRate:
0
No audio-in stream
encoder.h264Profile:
0
Using baseline profile for encoding
encoder.maximumOutputBitRate:
2000
Recommended video-out bitrate
encoder.minimumOutputBitRate:
2000
Recommended video-out bitrate
encoder.averageOutputBitRate:
2000
Recommended video-out bitrate
Step 1
Go to the IEM.
Step 2
Click Policies in the left pane.
Step 3
Click New Policy in the right pane.
Step 4
In the Create New Policy dialog box, enter a name for the policy.
Step 5
Click Create.
Step 6
Find the policy and double-click the icon in the center pane.
Step 7
Click the Policy tab within the policy to display the settings available.
Step 8
Choose application > data.
Step 9
Click the icon within the Value column to open the Application Data Editor dialog box.
Step 10
Click the + button in the lower left corner of the dialog box.
Step 11
In the key field, enter encoder.target.
Step 12
In the value field, enter null.
Step 13
In the key field, enter encoder.port.
Step 14
In the value field, enter a port of this kiosk. Each kiosk should have its own port.
Tip
For the port assignment, it is recommended to use a port number between 31001 and 31500.
Step 15
In t he key field, enter encoder.videoSource.
Step 16
In the value field, enter 0.
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Step 17
In the key field, enter encoder.videoMode.
Step 18
In the value field, enter 1.
Step 19
In the key field, enter encoder.protocol.
Step 20
In the value field, enter 0.
Step 21
In the key field, enter encoder.moduleType.
Step 22
In the value field, enter 0.
Step 23
In the key field, enter encoder.isProgressive.
Step 24
In the value field, enter 0.
Step 25
In the key field, enter encoder.outputFrameRate.
Step 26
In the value field, enter 0.
Step 27
In the key field, enter encoder.inputFrameRate.
Step 28
In the value field, enter 0.
Step 29
In the key field, enter encoder.outputResolution.
Step 30
In the value field, enter 1.
Step 31
In the key field, enter encoder.inputResolution.
Step 32
In the value field, enter 0.
Step 33
In the key field, enter encoder.streamType.
Step 34
In the value field, enter 1.
Step 35
In the key field, enter encoder.audioBitRate.
Step 36
In the value field, enter 0.
Step 37
In the key field, enter encoder.h264Profile.
Step 38
In the value field, enter 0.
Step 39
In the key field, enter encoder.averageOutputBitRate.
Step 40
In the value field, enter 2000.
Step 41
In the key field, enter encoder.minimumOutputBitRate.
Step 42
In the value field, enter 2000.
Step 43
In the key field, enter encoder.maximumOutputBitRate.
Step 44
In the value field, enter 2000.
Step 45
Click Ok.
Step 46
Click Apply.
Now you will apply this policy to the IEC.
Step 47
Click Devices.
Step 48
In the center pane, double-click a device’s icon.
Step 49
Click the Policies tab.
Step 50
In the Available policies list, choose the policy created for the document camera.
Step 51
Click the Green Arrow.
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The policy now appears in the Applied policies list.
Step 52
Click Apply.
Step 53
Click Close.
Step 54
Now you need to apply the new policy to the IEC. Find the particular IEC device and click the Policies
tab. Select the new policy from the Available policies list. Click the green arrow to move the policy from
the left pane (Available policies) to the right pane (Applied policies). Click Apply to save the policy
enforcement.
Reboot IEC from REAC
After you set up the document camera and configure it in the IEM, you need to reboot the IEC that is
connected to that document camera. In REAC, choose the kiosk for that IEC in the Kiosk tab and click the
Restart button.
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RE-Kiosk
Appendix Overview
This appendix explains how to set up RE-Kiosk. RE-Kiosk is an extension of Remote Expert that uses
the I-Services platform. RE-Kiosk uses the Interactive Experience Client (IEC) as a video endpoint to
make Session Initiation Protocol (SIP) calls from a kiosk.
Topics in this appendix include:
•
“RE-Kiosk Overview”
– “Hardware Required”
•
“Moderro IEC Setup on the CUCM”
•
“Configuring a SIP Policy in the IEM”
•
“RE-Kiosk Configuration”
– “Set Up the RE-Kiosk Environment”
– “miniREIC Supporting Files”
– “Integrating miniREIC into the RE-Kiosk Template”
– “SIP and DC Call Flow”
– “HA Proxy Server”
RE-Kiosk Overview
RE-Kiosk is an extended feature provided by the Remote Expert Manager (REM) that will enable a
customer to interact with a remote agent via Cisco Contact Center on the I-Services platform. RE-Kiosk
consists of the RE-Kiosk template and miniREIC.
1.
RE-Kiosk template: A sample HTML web application, which provides interactive contents.
miniREIC: A JavaScript library that can be used by any HTML-based web application to utilize
the capabilities of Remote Expert. This library currently supports Direct Connect (DC), which
can be initiated in READ or manually started if using eREAD after a SIP call is established via
REM.
In order for the SIP client to work, the IEC will need to be configured in the Cisco Unified
Communication Manager (CUCM) and then configured on the REM.
2.
Hardware Required
•
Kiosk Side:
– Moderro Interactive Experience Client (IEC)
– Cisco Precision HD camera
– Touchscreen
– Microphone
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– External speaker if the touchscreen does not have a built-in speaker
Moderro IEC Setup on the CUCM
The Moderro IEC 4600 Series device is set up on the CUCM.
Step 1
Log into your CUCM using an account with administrator privileges. In the CUCM main page, select
Cisco Unified Communications Manager.
Step 2
In the Cisco Unified CM Administration page, enter the proper credentials. Click the Login button.
Step 3
From the Device drop-down menu, choose Phone.
Step 4
All the devices registered through the CUCM will be listed. Click Add New.
Step 5
From the Phone Type drop-down menu, choose Third-party SIP Device (Advanced). Click Next.
Step 6
Within the Device Information area, enter the information detailed in the table below. Click Save.
Table C-1
IEC Device Information
Field
Value
MAC Address
MAC address of the IEC
Description
Use a description that easily identifies the phone
Note
This field automatically pulls the value entered in the MAC Address
field but this field can be modified.
Device Pool
Default
Phone Button Template
Third-party SIP Device (Advanced)
Note
The IEC device’s MAC address is located on the label on the back of the device.
Step 7
In order for the IEC device to be activated, it must be associated with a User Profile. From the
User Management drop-down menu, choose End User.
Step 8
Click Add New and enter the information provided in the table below. Click Save.
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Table C-2
End User Information
Field
Value
User ID
A unique ID to identify the user. ID should only use numerical values. User
ID should be same as the directory number (DN) of IEC SIP Client. Also,
DN should be unique in CUCM.
Password
A unique password to secure the account
Confirm Password
Re-enter the unique password
Last Name
A name used to identify the IEC SIP client
You will be redirected to a page where you can find the status of your User Profile creation. If all fields
have been entered properly the status will show the “Add Successful” message.
Step 9
Associate a Directory Number (DN) to the newly created IEC SIP client profile. Select the desired
IEC, by choosing Phone from the Device drop-down menu and then clicking the Find button.
Step 10
On the Phone Configuration screen, choose Line [1] – Add a new DN within the
Association Information area.
Step 11
Enter a number in the Directory Number field, which must be the same value as the User ID that you
entered earlier. Also enter values for the Description, Alerting Name, and ASCII Alerting Name fields.
Click Save.
Step 12
Since the IEC SIP client can only handle one call at a time, you need to disable multiple call
capability in CUCM. On the Directory Number Configuration page, find the Multiple Call/Call
Waiting Setting section as shown in the figure below. Make sure that both Maximum Number of Calls
and Busy Trigger fields are set to 1.
Step 13
To link the DN to a desired user, go to the bottom of page and click Associate End Users.
The user list screen appears.
Step 14
Click Find. Check the check box next to the user that you would like to associate the IEC
directory number. Click Close.
Step 15
Click Save, Apply Config, and Reset.
Step 16 Select the desired IEC, by choosing Phone from the Device drop-down menu and then clicking the Find
button. Within the Protocol Specific Information area, go to the Digest User drop-down menu and choose
the User ID previously created.
Step 17
Click Save, Apply Config, and Reset.
This Moderro IEC 4600 Series device is now registered on the CUCM.
Configuring a SIP Policy in the IEM
Once the IEC has been registered on the CUCM, a policy must be created on the IEM to enable the SIP
feature in the REIC. The policy contains details about SIP.
The following steps explain how to create a policy and enter the call manager information on the IEM.
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Note
Each IEC SIP client should have its own SIP policy because the User ID of each IEC SIP client is unique
to the CUCM and REM. Alternatively, you could create a general policy (e.g. SIP-General), which only
contains the sip.domain, sip.transport, and sip.target values. Apply this general SIP policy to all IEC SIP
clients that would run the RE-Kiosk application. Then for each IEC SIP client, configure sip.username
and sip.password in the device’s profile.
Step 1
Log into the Moderro IEM using the Account and Username under which the IEC is registered.
Step 2
Create a new policy for a specific IEC (e.g. SIP_SanJose_Kiosk1).
Step 3
Click the Policy tab within the new policy.
Step 4
Go to the application data property.
Step 5
Click the value field.
Step 6
In the Application data editor, click +.
Step 7
Click key:value.
Step 8
Enter sip.domain in the key field.
Step 9
In the value field, enter the IP address of the CUCM.
Step 10
Enter the remaining keys and values detailed in the table below.
Table C-3
Note
Application Data Property Keys and Values
Key
Value
sip.domain
IP address of the CUCM
sip.username
User ID that was created in the CUCM
sip.password
Password associated with the above username
sip.transport
udp
sip.target
IVR number created in Cisco Contact Center for
experts
It is important to enter all values in lowercase characters. If you enter “UDP” instead of “udp”, the
call will not work.
Step 11
Click Ok.
Step 12
Click Apply.
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RE-Kiosk Configuration
There are five components for RE-Kiosk:
1.
RE-Kiosk environment
2.
miniREIC supporting files
3.
I-Services template
4.
SIP and DC call flow
5.
HA proxy server
Set Up the RE-Kiosk Environment
To set up the RE-Kiosk environment, you will need the following:
•
Three (3) servers to be fully functional, namely the REM server, a Reverse Proxy server,
and a Content server.
•
The IEC with firmware 5.48.62 or above.
•
An application that is developed to be used as a “RE-Kiosk” template. This application is
based on the I-Services platform template. This application should include the following
features:
– SIP widget
– Direct Connect widget
– Navigation buttons that each have a unique URL with self-contained images
– Video playback
Note
Video playback is NOT the same feature as video streaming from the agent’s CAD.
The video streaming functionality in CAD is NOT available with RE-Kiosk.
– Accessibility option
Note
This will be implemented in the next release.
– RSS feed
Note
This feature is partially supported in this release.
Server Deployment
As mentioned above, RE-Kiosk requires three servers to be fully functional: the REM server, a Reverse
Proxy server, and a Content server.
Although there are many ways to set up those three servers to enable RE-Kiosk to work, it is better to
have the Reverse Proxy and Content servers on the same host server for system performance. The REM
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could be either a single node or HA setup. If this recommended deployment model is used, the work
flow should look like the figure below.
Figure C-1
Recommended Server Deployment Model
Note
All commands below are based on CentOS (6.4). The settings of components use default configurations.
If you use a different operation system, please refer to that OS’s user guide to get more details.
Note
The VM hosting Reverse Proxy and Content servers are referred to as the “proxy server” in the
following step set.
Steps to Set Up the RE-Kiosk Environment
Follow these steps to set up the RE-Kiosk environment:
Step 1
Create a new VM for Reverse Proxy and Content servers.
Step 2
Install Apache and PHP on the proxy server and verify its installation:
Note
a.
The Apache version should be version 2.2.22 or higher. The PHP version should be
version 5.3.10-1 or higher.
Obtain the tested PHP file (phpinfo.php) from the code drop FTP site.
b. Upload the file to the /var/www/html folder in the proxy server.
c.
Open a browser, and go to https://<proxy server IP>:443/phpinfo.php. You should see
the PHP information if it was installed properly.
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Step 3
Once Apache and PHP are up and running, configure Apache as the Reverse Proxy:
a. If the Apache service is running, stop the service by issuing the following command:
service httpd stop
b. Edit the Apache configuration file by issuing the following command:
vi /etc/httpd/conf/httpd.conf
c.
Uncomment the following lines in the file to enable proxy modules:
LoadModule proxy_module modules/mod_proxy.so
LoadModule proxy_http_module
modules/mod_proxy_http.so
d. Change the port for Reverse Proxy by finding the Listen line and changing its value to 81.
e.
Add the following lines to the bottom of file:
#For RE on iServices
SSLProxyEngine on
ProxyRequests Off
ProxyPass /resc https://172.25.26.141:8443/resc
ProxyPassReverse /resc https://172.25.26.141:8443/resc
<Location "/resc">
Order allow,deny
Allow from all
</Location>
f. Save the file and exit the vi editor.
Step 4
Create a new folder called “reOnIservices” under the /var/www/html directory to host the REKiosk application.
Step 5
Unzip the RE-Kiosk.zip file to the /var/www/html/reOnIservices directory. It should create a subfolders called “v1”.
Step 6
Edit the RE-Kiosk application configuration by issuing the following command:
vi /var/www/html/reOnIservices/v1/reic/js/reic.json
The content of the reic.json file is:
{
"poolingInterval" : "3000",
“sessionPoolingInterval”: "1000",
"isDCEnable": "true",
"rescURL" : "<proxy server IP>: <Port>"
}
Step 7
Restart Apache by issuing the following command:
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service httpd start
Step 8
Create a policy for RE-Kiosk in the IEM. Refer to the “Create and Apply a Policy for REM in the
IEM” section in Chapter 1 for instructions. Ensure the following has been completed:
a.
Provide proper SIP information in the application data property of the policy applied to the
IEC.
b. In the browser property, disable web cache (browser > cache > web > enabled = false) and set
the web cache mode to “Prefer network” (browser > cache > web > mode = Prefer network).
c.
In the browser property, disable network failover (browser > network > failover > enabled =
false), network timeout (browser > network > timeout > enabled = false), and watchdog
(browser > watchdog > enabled = false).
d. In the browser property, configure the startup URL as:
https://<proxy server IP>:8443/reOnIservices/v1/index.html
e.
Clear the IEC media and web cache in the IEM.
f.
Reboot the IEC from the REAC after applying the new policy to the IEC.
miniREIC Supporting Files
There are three components required to initiate an RE instance:
1.
Note
reic-mini-< RE version >.js: This is the minified JavaScript file which makes the handshake
with REM server for all feature collaboration. At this time of preparing this document, the
library currently supports the DC feature only.
miniREIC takes advantage of jquery for all DOM manipulation so it requires importing the
jQuery (jquery-2.0.3.min.js) separately before importing the reic-mini-<RE version>.js.
2.
reic.json: Create a folder called “reic” under the root directory of the web application and
place this reic.json file in the reic directory. The content of the reic.json file is the following:
{
"poolingInterval" : "3000",
“sessionPoolingInterval”: "1000",
"isDCEnable": "true",
"rescURL" : "<proxy server IP>: <Port>"
}
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Table C-4
reic.json File Properties
Property
Description
sessionPoolingInterval
Adjust the pooling interval that makes requests to
the RE server. The default value is 3 seconds.
poolingInterval
Interval to detect the SIP call connection
isDCEnable
‘true’ enables Direct Connect and ‘false’ disables
it
rescURL
REM URL (this is mostly a proxy URL since the
REM URL is configured in the proxy server)
3. reic.css
The miniREIC library files can be found in the standard miniREIC template. The reic-mini-< RE Version
>.js, reic.json, and reic.css files are built into the template.
Integrating miniREIC into the RE-Kiosk Template
Figure C-2
Integration Design Overview
To initiate miniREIC, follow these steps:
Step 1
To include the reic-mini-< RE Version >.js file in the web page, place the following tag in the
HEAD section of the web page:
<!-- RE ON I-Service START-->
<scripttype="text/javascript"src="js/reic1.9.0.js"></script>
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<!-- RE ON I-Service END -->
Note
Import jQuery separately prior to importing the reic-mini-< RE Version >.js file.
Step 2
Create a <div> tag with id set to “reicContainer” and assigned to it. Place the following tag in the
BODY section of the webpage:
<div id="reicContainer"> </div>
Step 3
Link a reic style sheet for styling and positioning:
<link rel="stylesheet" href="css/reic.css"/>
SIP and DC Call Flow
Figure C-3
RE-Kiosk Call Flow
1.
Since the JTAPI application in CUCM does not support the 3rd party SIP device (such as the IEC SIP
client), REM cannot communicate with IEC via a JTAPI link. Instead, the RESC register uses the
JTAPI events on agent endpoints to monitor all call statuses for RE-Kiosk SIP calls.
2.
The customer presses an Expert Type (i.e. Call) button on the RE-Kiosk template to register
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and initiate a SIP call to the CUCM.
3.
CUCM connects the call to an originated DN (i.e. the agent DN).
4.
The agent answers the call.
5.
The SIP call is established between the customer and the agent.
6.
The RE session is created when the agent accepts the call.
7.
The Direct Connect (DC) application loads in READ followed by call connected.
Note
If the agent is using eREAD, the DC application will not automatically load. An agent
using eREAD will need to manually start the DC application.
8.
miniREIC initiates getKioskNotification with passing the IEC’s serialNumber to the RESC
server to obtain the session ID.
9.
The RESC returns the session.
10. miniREIC sends the pooling getSessionStatus request to the RESC server to check if DC
is initialized or terminated.
11. The agent initiates a DC session in READ or manually starts DC if using eREAD.
12. During the getSessionStatus, pooling from miniREIC detects the DC URL. Then it will create and
load the IFRAME and share the collaboration between the agent and the customer. The
collaboration is initiated or terminated based on the data available from getSessionStatus.
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HA Proxy Server
Figure C-4
Architecture Overview
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Configure the HA Proxy Server
Follow the below steps to configure the HA Proxy Server for both Node 1 and Node 2.If the Apache
service is running, stop the service by issuing the following command:
service httpd stop
Step 4
Edit the Apache configuration by issuing the command:
vi /etc/httpd/conf/httpd.conf
Step 5
Uncomment the following lines in the file to enable proxy modules by adding a “#” in front of the lines:
#LoadModule proxy_module modules/mod_proxy.so
#LoadModule proxy_http_module modules/mod_proxy_http.so
Step 6
Find the keyword “Listen” and change the value of the port for Reverse Proxy to 81. The line
should look like the following:
Listen 81
Note
Step 7
By default, the load balancer is configured to listen to port 80. You may set your preferred
PORT configuration in the load balancer and then move to the next step.
Add the following lines to the bottom of file:
#For miniREIC
ProxyRequests Off
ProxyPass /resc <IP Address>/resc
ProxyPassReverse <IP Address>/resc
<Location "/resc">
Order allow,deny
Allow from all
</Location>
Step 8
Save the file and exit the vi editor.
Step 9
Start Apache by issuing the command:
service httpd start
Configure miniREIC to Support HA
To configure miniREIC to support HA, follow these steps:
Step 1
Modify the reic.json file (refer to the “miniREIC Supporting Files” section above).
Step 2
Update the load balancer’s virtual IP address in the rescURL property.
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{
"poolingInterval" : "3000",
"sessionPoolingInterval" : "1000",
"isDCEnable": "true",
"rescURL" : "<Load Balancer Virtual IP>:<Port>"
}
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