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CH A P T E R
1
Remote Expert Administration Console (REAC)
September 24, 2015
Chapter Overview
This chapter is intended for administrators who will install, configure, and manage the Remote Expert
Administration Console (REAC). This chapter explains how an administrator will add and modify
locales, expert types, experts, video files, content images, documents, session result questions and
answers, and customer pods (kiosks).
Topics in this chapter include:
•
“Introduction”
•
“REAC User Interface (UI)”
•
“Configuring a Locale”
•
“Configuring an Expert Type”
•
“Configuring an Expert”
•
“Configuring a Video”
•
“Configuring Content”
•
“Configuring a Document”
•
“Configuring a Kiosk”
•
“Configuring Links for mREAD”
•
“Viewing Session Information”
•
“Viewing the Status of the Databases”
•
“Managing a LongPen Tablet”
•
“Managing Licenses”
•
“Configuring Session Result”
•
“Managing Users”
•
“Configuring Connected Justice Segment Information”
•
“Generating Session Reports”
•
“Uploading Images to REAC”
•
“Cleaning the Call Cache”
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Introduction
•
“Downloading the Document Camera Application File”
•
“Setting Document Camera Predefined Zoom Buttons for Agents”
•
“Downloading Logs”
Introduction
The Cisco® Remote Expert Administration Console (REAC) application provides a graphical user
interface for remotely administering the components of the Remote Expert (RE) solution. RE
administrators can remotely provision new customer sites, configure expert types representing Cisco
Unified Contact Center Express (UCCX) and Unified Contact Center Enterprise (UCCE) queues,
experts, and content used during the session, or configure survey questions displayed at the Remote
Expert Interactive Controller (REIC) at the end of the session.
REAC User Interface (UI)
Browser Compatibility
REAC is compatible with multiple browsers and versions including Internet Explorer (IE) 8-9 and
Mozilla Firefox 4-10 or 21.
Note
If you access the REAC using a browser other than IE 8-9 or Firefox 4-10 or 21, you may encounter the
warning message “Browser not supported. See all supported browsers.” with a down arrowhead.
Admin Username and Password
The Admin username and password are admin by default. The Admin password can be changed after
logging into the REAC.
To change the password, follow these steps:
Step 1
Click the down arrow next to admin in the upper right corner and choose Change Password.
Step 2
In the Change Password dialog box, enter admin for the Current Password field. Then enter a new
password in the Password Text and Confirm Password fields. Click Change.
Access the REAC UI
Step 1
To access the REAC UI, enter its URL into a supported web browser. Its URL is the REM hostname or
REM IP address followed by “/reac”: https://<hostname>:8443/reac or
https://<REM_IP>:8443/reac.
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REAC User Interface (UI)
Note
The hostname needs DNS update to map to the REM’s host address.
The REAC login page appears.
Step 2
Enter the username in the Username field.
Step 3
Enter the password in the Password field.
Step 4
Click the Log In button.
The REAC UI home page will appear.
Note
By default, the user will be logged out of REAC if the session is idle for more than 45 minutes.
REAC Home Page and Tabs
The home page displays tabs that the administrator can edit to configure the REM.
The tabs are:
1.
Locale – By default this tab is displayed as the home page after log in. In this screen, an
administrator can configure language variants that customers can use in the REIC.
2.
Expert Type – An administrator will configure various expert UCCX/UCCE pilot numbers to be
displayed on the REIC. An administrator can also configure queue videos, caption, and images for
various expert types.
3.
Expert – An administrator configures remote experts.
4.
Video – In this screen, an administrator adds video files and modifies settings for those videos that
will be used by the remote experts during sessions. An administrator can also configure the default
On Hold video to be displayed on the REIC.
5.
Content – An administrator can configure the times throughout the week when a static graphic image
or a content URL is to be displayed on the TP screen when the customer pod is idle.
6.
Document – An administrator uploads document files to the REM in this tab. The documents appear
in the agent’s READ. The agent can then print these documents to the printer in the customer pod.
7.
Kiosk – An administrator configures new customer pods with TP information, IEC information, and
supported and default Locales information.
8.
Link – An administrator adds quick links to the company website or application containing Mobile
Advisor libraries in the code so that an agent using mREAD can share the website or application
with a customer who is connecting to the video call using his or her mobile device or PC.
9.
Session – The administrator can view past calls and access their audio recordings.
10. DB Cluster – The administrator can view the status of the Postgres databases for the given nodes.
11. LongPen – The administrator can view the status of the LongPen tablets and writers.
12. Licensing – The administrator can upload Remote Expert Agent licenses. A license is required for
each agent.
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Configuring a Locale
13. Session Result – An administrator can add and modify survey questions that will be displayed on
the customer pod at the end of a session in order to collect session results from customers. An
administrator can add and modify agent questions that agents can provide in READ or eREAD.
14. Manage Users – The administrator can create new Administrator and Guest privilege logins for the
REAC.
15. CJ Configuration – RE for Connected Justice deployments will show this tab. An administrator uses
this screen to configure the court room details that are seen by interpreters in the Click To Call
interface.
16. Report Tool – An administrator can generate and download agent session and customer session
reports as well as session information with customer follow up reports.
17. Upload Image – The administrator can upload an user interface (UI) image from their local machine.
18. Clean Call Cache – The administrator can clean the call cache of a kiosk if a session hangs.
19. Download Snapshot Capture – The administrator uses this page to download the file for the
document camera application that is installed on the agents’ workstations.
20. Document Camera – The administrator uses this tab to set up four predefined zoom buttons on the
document camera application.
21. Download Logs – The administrator downloads logs from REAC, RESC, READ, and the Tomcat
service as well as a list of RE events.
Filter
On pages that contain tables, such as the Locale, Expert, Expert Type, Video, Content, Document, Kiosk,
Link, Session, and Session Result pages, a Filter button appears in the upper right corner of the tables.
Click the Filter button to view filter fields above the columns of that table.
If you want to filter the entries of a particular column, enter a value in the filter field above the column.
Only the entries containing that value will be shown. For example, if the term “french” is entered in the
filter field above the Locale column, only the entries belonging to the French Locale will be displayed.
To show all entries, clear the search field by clicking the X within the filter field.
You can also use the filter to sort columns that contain numerical values. For example, the IEC Serial
Number column in the Kiosk page can be sorted either with the lowest number first or highest number
first. Click the arrow in the upper right corner of the filter to sort the entries.
If you want to hide the filter fields, click the Filter button again.
Configuring a Locale
Locales are the languages that the customer pods support. One locale is the default locale. Other locales
can be made available to a customer pod when configuring it.
A Google Translate API is included with the solution. The API provides a translation of the default
English customer pod screen text to dozens of languages.
Note
In order for the translation to occur using the Google Translate API, the REM server must have access
to the Internet.
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Configuring a Locale
Add a Locale
To add a new locale, follow these steps:
Step 1
Click the Locale tab.
Step 2
Click the Add button.
The Add Locale dialog box appears.
Step 3
From the Locale drop-down list, choose a locale.
Step 4
Enter a description of this locale in the Description field.
Step 5
Click Browse next to the Image field to find and upload an image for the language button that will appear
on the customer pod’s home screen.
Step 6
Click Add/Modify Message Bundle to view the Resource Bundle file.
The Locale Properties pop up window will open and display the Locale Properties for that particular
language.
Step 7
If you have uploaded images into REAC using the Upload Image tool (see the “Uploading Images to
REAC” section of this chapter for instructions and information), replace the file names with those that
were generated by the Upload Image tool.
Note
Step 8
Only enter the last part of the URL generated from the Upload Image tool starting from
“/images/”.
Now you will verify the translation.
•
If the REM server has access to the Internet, a translation of the text will replace the original English
text.
– If you are satisfied with the results of the Google translation, scroll to the bottom of the window
and click the Update button. Click Add to add the new locale.
– If you want to modify some or all of Google’s translations:
a. Replace Google’s translations in the text fields with your own translations.
b. When finished, scroll to the bottom of the window and click the Update button.
c. Click OK in the Info pop up box.
d. Click the red round button in the upper left corner to close the Locale Properties window.
e. Click Add to add the new locale.
•
If REM server does not have access to the Internet, you will see a message that the Google server is
not accessible.
a. Click OK to proceed with manual translation.
b. In the Locale Properties pop up window, replace the English text with translations.
c. When you have finished translating, scroll to the bottom of the window and click the Update
button.
d. Click the red round button in the upper left corner to close the Locale Properties window.
e. Click Add to add the new locale.
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Configuring an Expert Type
Modify a Locale
To modify an existing locale, follow these steps:
Step 1
Click the Locale tab.
Step 2
Click the Modify button.
The Modify Locale dialog box appears.
Step 3
Make changes.
Step 4
Click the Update button to save the changes.
Configuring an Expert Type
The Expert Type screen displays the list of expert types configured in the REM. These expert types are
the UCCX/UCCE pilot numbers where the call is queued and then redirected to the next available agent
(expert) under the respective expert type configured in the UCCX/UCCE.
Note
In 1.9.x, the images for the expert types no longer need to include text to identify their expert type. A
captions field has been added to the Expert Type dialog box to allow an administrator to add the captions
that will appear below the images.
Add an Expert Type
To add a new expert type, follow these steps:
Step 1
Click the Expert Type tab.
Step 2
Click Add.
The Add Expert Type dialog box appears.
Step 3
To create a new expert type, enter a name such as "Mortgage Origination" in the Expert Type field. Other
examples of expert type names are “Commercial Banking” and “Wealth Management”. Otherwise
choose the Help or Reschedule expert type by clicking the drop-down menu in the Expert Type field.
Step 4
Enter the pilot number of the expertise from UCCX/UCCE in the IVR Phone Number field. To view the
field’s parameters, click the field.
Note
The ExpertType+Locale combination should be unique and the IVR number for the expert type
should be same irrespective of the locales. For example, if the “Commercial Lending” expert
type group has four locales (English, Spanish, French, and German) then the IVR number for
the "Commercial Lending" group should be same for all locales.
Note
The help number can be a hunt group number in CUCM with which any call for help can be sent
to the help desk team who are not part of UCCX/UCCE.
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Configuring an Expert Type
Step 5
From the Locale drop-down list, choose the locale for this expertise; the locale corresponds to the
language that the experts speak. The expertise will be triggered from the customer pod based on the
locale chosen.
Step 6
Choose a Queue Video, which is also known as the Wait Video. This video will be shown on the customer
pod when the customer initiates a call from the customer pod using the given Expert Type. Refer to the
“Configuring a Video” section for instructions on how to add these videos. If no video is chosen, the
default Queue Video will be streamed.
Step 7
Enter text for the caption that will appear below the image for the expert type on the customer pod screen.
The same caption will also replace <<EXPERT_TYPE>> in the screen.call.connecting message inside
the Locale Properties window.
Step 8
Click Browse to find and upload an image without a caption so that it is language-neutral. The image
will appear on the customer pod screen to represent this expert type. The caption entered above will
appear below this image on the customer pod screen.
Step 9
Click Add.
Modify an Expert Type
To modify an existing Expert Type, follow these steps:
Step 1
Click the Expert Type tab.
Step 2
Choose the expert type record that you want to modify and click its radio button.
Step 3
Click Modify.
The Modify Expert Type dialog box appears.
Step 4
Make the necessary changes.
Note
Step 5
If you modify the IVR Phone Number, it will update the phone number for all entries of that
expert type. For example, suppose the Commercial Lending expert type has the IVR phone
number 1133. If it is changed to “1111” in the Spanish entry, the IVR phone number will also
change for English, French, and German.
Click Update to save your changes.
Delete an Expert Type
Note
If a call made from the selected Expert Type is still active, it cannot be deleted.
To delete an Expert Type, follow these steps:
Step 1
Click the Expert Type tab.
Step 2
Select the expert type to be deleted.
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Configuring an Expert
Step 3
Click the Delete button.
A warning message appears.
Step 4
Click Ok to delete the Expert Type.
Configuring an Expert
The Expert tab displays all the call center agents designated as remote experts in the Remote Expert
Manager. Experts are the agents configured in CUCM as end-users with IPCC DNs assigned to them.
They will be assigned to different skill group or resource group in UCCX/UCCE so that they can receive
selective calls. Please refer to the respective UCCX/UCCE SRND for more information on agent routing.
Registration Status
The Registration Status column indicates whether the expert has been successfully registered in the
CUCM. If the box is green, the agent is registered. If the box is red, the agent is not registered or the
Directory Number (DN) is incorrect. The Administrator can update the expert’s registration status by
clicking the Refresh Registration button.
When there is a dual node setup (i.e. high availability (HA) is used), two columns will be shown under
Registration Status. Each box represents a particular REM node. If one of the REM nodes is down, then
the corresponding status column will be red for all given experts.
Add an Expert
To add a new Expert, follow these steps:
Step 1
Click the Expert tab.
Step 2
Click Add.
The Add Expert dialog box appears.
Step 3
In the Directory Number field, enter the IPCC DN assigned to the expert in the CUCM end-user
configuration. The call will be made to this number.
Step 4
Click Add.
Modify an Expert
To modify the DN of an existing Expert, follow these steps:
Step 1
Click the Expert tab.
Step 2
Choose an expert’s radio button.
Step 3
Click Modify.
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Configuring a Video
The Modify Expert dialog box appears.
Step 4
Edit the Directory Number field.
Step 5
Click Update.
Delete an Expert
Note
If the selected expert is on an active call, then that expert cannot be deleted.
Step 1
Click the Expert tab.
Step 2
Choose the expert to be deleted.
Step 3
Click the Delete button.
A warning message appears.
Step 4
Click Ok to delete the expert.
Configuring a Video
The Video tab displays the videos in REM. It is also used to set the On Hold video.
There are three types of videos that you will add in this tab:
1.
Wait/Queue video(s): This video is displayed on the customer pod when the customer initiates a call
from it. Different Queue videos can be chosen for different expert types. Queue videos are first
added in the Video tab and then the administrator can assign them to expert types in the Expert Type
tab.
Note
2.
The scheme for default wait video is changed to HTTPS in the sql script itself. This URL is
provided until the customer assigns a different wait video and is not applicable for video
hosted in AMS.
On Hold video: The REM always requires a default On Hold video to be designated in the system.
When the first video is added to the REM, this field is set to “Yes” by default, making it the On Hold
video. When a customer call is put on hold by the agent, the customer pod will display the On Hold
video.
Note
At any one time there can be only one system-wide default On Hold video.
Once a video has been designated as the On Hold video, you cannot change its On Hold Video
setting to “No”. Instead, you must set another video as the On Hold video; this video will then
become the new default On Hold video for all agents. However an expert may select any one of the
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Configuring a Video
available videos in READ as the On Hold video for the current session. After the end of the session,
the agent-chosen On Hold video reverts back to the default On Hold video for all subsequent
sessions.
3.
Product and service videos: These videos can be streamed by the agent to the customer pod during
sessions.
Add a Video
To add a new video, follow these steps:
Step 1
Click the Video tab.
The Videos list is displayed.
Step 2
Click Add.
The Add Video dialog box appears.
Step 3
Enter a category name in the Category field.
Step 4
Enter a description of the video in the Description field.
Step 5
If this video should be the video that streams when a customer is placed on hold, choose Yes from the
On Hold Video drop-down list.
Note
If this is the first video added to the REM, this field will be set to “Yes” by default, making this
video the default On Hold video.
Step 6
Enter the URL in the Video URL field. Refer to Appendix A for information regarding the Video URL.
Step 7
Click Browse to upload a thumbnail image that will be used to visually represent the video in the remote
expert’s READ.
Tip
Use a thumbnail image converter to create thumbnail images for all the videos.
Refer to the Cisco Remote Expert Manager READ, eREAD, and mREAD User Guide for more
information.
Step 8
Click Add.
Modify a Video
To modify an existing video, follow these steps:
Step 1
Click the Video tab.
Step 2
Choose a video and click its radio button.
Step 3
Click Modify.
The Modify Video dialog box appears.
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Configuring Content
Step 4
Edit the fields if necessary.
Step 5
Click Update.
Delete a Video
Note
If the selected video is being streamed on an active call, then that video cannot be deleted.
Step 1
Click the Video tab.
Step 2
Choose the video to be deleted.
Step 3
Click the Delete button.
A warning message appears.
Step 4
Click Ok to delete the video.
Configuring Content
The purpose of this tab is to upload static graphic images, also known as dual content images. A static
image or a content URL will be displayed on the TP at the customer pod when no Remote Expert session
is in progress. Only one image is displayed at a time but multiple images can be scheduled to display at
different times or days.
The image types are listed in the REAC Properties file that is located under the terminal user interface
(TUI) account: Main Menu > REM Server Administration > Edit REM Templates > a) REAC Properties.
The images can contain branding (e.g. company logo), the name of this solution (i.e. “Remote Expert”),
hours of operation, and important announcements. An image can be displayed on all days or just certain
days.
The graphic image appears on the TP according to the IEC’s time zone. All the IECs configured in REAC
will show the same images configured for a particular time slot.
Add a Content Item
To add a new content item for the TP, follow these steps:
Step 1
Click the Content tab.
Step 2
Click Add in the Content screen.
The Add Content dialog box appears.
Step 3
Enter a name in the Name field.
Step 4
Supply an image.
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Configuring Content
•
If you wish to supply an URL instead of uploading an image file, uncheck the Upload image
checkbox and then enter the URL in the Content URL field. You can enter the URL of a web page
(e.g. http://dualcontent.com/index.html) that contains a full-screen image or the URL of an image
uploaded into REAC. (See the “Uploading Images to REAC” section of this chapter on how to
upload an image to REAC and generate its URL.)
•
If you wish to upload an image rather than supplying an URL, check the Upload image check box
and then click Browse to find and upload an image that will appear on the customer pod’s TP.
Step 5
From the Day of Week drop-down list, choose which day the image should appear or All Days.
Step 6
In the Starts From field, enter the time in hours, minutes, and seconds that the image should start
displaying.
Step 7
In the Ends At field, enter the time in hours, minutes, and seconds that the image should stop displaying.
Step 8
Click Add.
The image will appear on the TP at the customer pod according to the day and time configured.
Modify a Content Item
To modify a content image, follow these steps:
Step 1
Click the Content tab.
Step 2
Choose the content item that you want to modify.
Step 3
Click Modify.
The Modify Content dialog box appears.
Step 4
Edit the fields as necessary.
Step 5
Click Update.
Delete a Content Item
Step 1
Click the Content tab.
Step 2
Choose the content item to be deleted.
Step 3
Click the Delete button.
A warning message appears.
Step 4
Click Ok to delete the content item.
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Configuring a Document
Configuring a Document
The purpose of the Document tab is to upload documents that can be printed at a customer pod’s printer
that is connected to an IEC or shared with a customer who is using a mobile device. The uploaded
documents are visible in READ, eREAD, and mREAD. The document types supported, such as text, txt,
pdf, jpg, jpeg, png, bmp, gif, jfif, and jpe, are listed in the REAC Properties file located under the TUI
account: Main Menu > REM Server Administration > Edit REM Templates > a) REAC Properties.
Add a Document
To add a new document, follow these steps:
Step 1
Click the Document tab.
Step 2
Click Add.
The Add Document dialog box appears.
Step 3
Enter a category name in the Category field.
Step 4
Enter a description in the Description field.
Step 5
Click Browse to find and upload a document file.
Step 6
Click Add.
Modify a Document
To modify a document, follow these steps:
Step 1
Choose a document radio button in the Document tab.
Step 2
Click Modify.
The Modify Document dialog box appears.
Step 3
Edit the fields as necessary.
Step 4
Click Update.
Delete a Document
Note
If the selected document is being shared on an active call, then that document cannot be deleted.
Step 1
Click the Document tab.
Step 2
Choose the document to be deleted.
Step 3
Click the Delete button.
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Configuring a Kiosk
A warning message appears.
Step 4
Click Ok to delete the document.
Configuring a Kiosk
The Kiosk tab displays all the branch sites added to the REM. The kiosk or customer pod is the customer
facing touch screen that the customer touches to initiate a call.
Note
An IEC’s IP address and maintenance code are displayed in the Kiosk table. After a Kiosk has been
added, the maintenance code is automatically pulled from the IEM and populated into the table. An
IEC’s IP address and maintenance code are required for VNC co-browsing. When the agent clicks the
VNC Co-browsing button on READ, REM pulls the IEC’s maintenance code from REAC to enable the
IEC’s VNC viewer.
Add a Kiosk
To add a new kiosk or customer pod, follow these steps:
Step 1
Click the Kiosk tab.
The Kiosk table appears.
Step 2
Click Add.
The Add Kiosk dialog box appears.
Step 3
Enter a name in the Kiosk Name field. This name should match scheduler account name (e.g. exchange
2008). These names need not to be same as in the IEM, but it is recommended to have uniform naming
across the various configurations.
Step 4
Enter a description in the Description field.
Step 5
Enter an email address in the Local Support Mail-Id field. This email account will receive notification
if errors are detected with the customer pod.
Tip
Use commas to separate valid email addresses. Do not include spaces.
Step 6
Choose the video endpoint type from the Host Type drop-down menu. If using an IEC for a video
endpoint, choose SIP.
Step 7
Enter the IP address of the branch TelePresence (TP) video endpoint in the TP IP Address field.
Step 8
Enter the branch TP directory number registered in the CUCM in the Directory Number field.
Step 9
In the IEC Serial Number field, enter the unique serial number of the IEC device used for this customer
pod.
Step 10
In the Select Locale check boxes, put checkmarks next to the locales that the customer pod should
support. Then click Done.
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Configuring a Kiosk
Step 11
If more than one locale was chosen, choose the default locale in the Default Locale drop-down menu.
The customer pod’s home screen will appear in the language of the default locale.
Note
For 1.9.x, only four locales are supported for each kiosk.
Step 12
From the Select Tablet drop-down list, choose the LongPen tablet to be used in the customer pod.
Step 13
Click Add.
Modify a Kiosk
To modify the settings of a customer pod, follow these steps:
Step 1
Click a kiosk radio button in the Kiosk tab.
Step 2
Click Modify.
The Modify Kiosk dialog box appears.
Step 3
Edit the fields as necessary.
Step 4
Click Update.
Step 5
Now you will need to reboot the IEC. In the Kiosk tab, choose the modified kiosk and click the Restart
button.
When the IEC is rebooted the following message appears in a pop up box: “The request to restart Kiosk
has been delivered”. Click Ok to continue.
Tip
If the IEC at the customer pod does not reboot, the IEC can be rebooted manually. Refer to the
Cisco Interactive Experience Client Series 4600 User Guide for instructions on how to reboot
an IEC manually.
View Kiosk Health
To view information about the health of the kiosk, follow these steps:
Step 1
Choose a kiosk.
Step 2
Click the Health button.
The Kiosk Health window opens.
Step 3
When you have finished viewing the information, click the Close button.
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Configuring Links for mREAD
Delete a Kiosk
Note
If the selected kiosk is currently on an active call, then that kiosk cannot be deleted.
Step 1
Click the Kiosk tab.
Step 2
Choose the kiosk to be deleted.
Step 3
Click the Delete button.
A warning message appears.
Step 4
Click Ok to delete the kiosk.
Configuring Links for mREAD
The mREAD page in Cisco Finesse allows agents to share quick links to the company website or
application with customers who are conducting video calls using either an application on an iPad or
Google Chrome on a PC. These “quick links” allow the agent to move quickly between pages on their
corporate website. When the agent clicks on a quick link, the page or application is displayed on the
customer’s screen and then the agent and customer can co-share it.
External web links (i.e. public URLs such as www.google.com) cannot be shared with mobile customers.
Only internal links on the corporate website are supported in mREAD. Internal links are links that go
from one page on a domain to a different page on the same domain.
Criteria for URL co-sharing:
•
Link co-sharing on the customer’s browser or mobile application only works if the HTML or
application code includes the Mobile Advisor libraries (i.e., only web pages and mobile applications
where the fcsdk js included will be able to participate in co-sharing).
•
The Mobile Advisor libraries should be included in the HTML header across all web pages of the
co-shared website. Then, since the javascript is added in the header, all internal pages will have the
fcsdk libraries.
•
While co-sharing, if the agent or customer clicks on a link that does not have fcsdk libraries, all
collaboration will stop.
•
URLs need to be added in REAC with the HTTPS scheme (e.g. https://......).
•
Current browsers do not usually allow mixed content such as loading HTTP within a page loaded
over HTTPS.
•
Public sites such as Google and Yahoo are configured not to be loaded on SSL in IFRAMEs. In a
maclient application, the LiveAssist page is loaded in an IFRAME.
•
Failure to load external URLs are browser and SDK related and have nothing to do with the maclient
application.
Administrators must first add the links to the Link tab in REAC in order for agents to see these quick
links in mREAD.
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Remote Expert Administration Console (REAC)
Viewing Session Information
Add a Link
Step 1
Click the Link tab.
The Links list is displayed.
Step 2
Click the Add button.
Step 3
In the Add Link dialog box, enter a name for the link in the Link Name field.
Step 4
Enter the URL of the link in the Link URL field.
Step 5
(Optional) Enter a description of the link.
Step 6
Click Add.
Modify a Link
Step 1
Choose a link in the Link tab.
Step 2
Click the Modify button.
Step 3
In the Modify Link dialog box, replace the URL.
Step 4
Click Update.
Delete a Link
Step 1
Choose a link in the Link tab.
Step 2
Click the Delete button.
Step 3
A warning message appears.
Step 4
Click OK to delete the link.
Viewing Session Information
In the Session tab, the administrator can view the past calls made using the REM. The administrator can
also access the audio recording made for each call.
Click the Session tab to view the list of sessions.
By default, the sessions are sorted by status with active calls on top (i.e. Completed, On Hold, and
Abnormal Disconnect) and with start time in descending order.
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Remote Expert Administration Console (REAC)
Viewing Session Information
Help Popup Window
The Session page contains a Help button which when clicked opens a popup window. This Help window
contains information to help you filter the sessions and find what you need.
Sort the Sessions List
Sort the data by clicking a column heading. Sorting is always done first based on status and then based
on the user-selected column.
Use the Scroll Bar to View All the Records
Initially only 25 records are displayed in the list. If you want to view more records, use the scroll bar.
Use Quick Filtering
Quick filtering is a feature that sorts the Start Time, End Time, Agents, and Kiosk DN fields.
Choose Quick Filter from the drop down list or click the Quick Filter icon.
•
Start Time or End Time: Use the format yyyy-MM-dd HH:mm:ss.
•
Experts: Enter a number that is contained within the Expert DN.
•
Kiosk DN: Enter a number that is contained within the DN.
Refresh the Sessions List
Click the Refresh button to fetch all the latest records.
View Details of a Call
Select a record and click View Details. The Call Details window will open with the details for the
selected RE session.
Play Audio Recording of the Call
To play an audio recording of a call, you will need the following:
•
Apple QuickTime Player plug-in for your browser
•
Credentials for the media server where the audio recordings are being stored
Step 1
In the Call Details dialog box, double-click the call record.
Step 2
In the QuickTime Internet Authentication pop up box, enter the username and password of the media
server.
Step 3
Click OK.
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Remote Expert Administration Console (REAC)
Viewing the Status of the Databases
Pause and Resume an Active Recording
REM supports both MediaSense (MS) version 9 and 10. The administrator can configure the MS version
in the REM Properties file (see the “Modify the REM Properties File” section in the Cisco Remote Expert
Manager Installation Guide).
For REM 1.9.x deployments using MS 9:
•
REM 1.9.x will playback both active and completed recordings.
•
REM 1.9.x can pause and resume an active recording:
– To pause an active recording, click the Pause button within the Call Details window.
– To resume a paused active recording, click the Resume button within the Call Details window.
Note
If you pause and resume an active recording while continuously listening to it, use the pause
and resume buttons in the Apple QuickTime player to continue listening to the active
recording. Alternatively, you should close the Call Details window and launch it again to
listen to the recording.
For REM 1.9.x deployments using MS10:
•
REM will only support completed recordings for G.711 and AAC-LD for MS10.
•
REM will not be able to monitor active recordings for G.711 and AAC-LD for MS10.
•
REM will not be able to pause and resume an active recording.
Viewing the Status of the Databases
The DB Cluster tab allows the administrator to view the current status of the REM databases.
To view the database status, follow these steps:
Step 1
Click the DB Cluster tab.
Step 2
Look at the database status as indicated in the DB Cluster Nodes Column.
If status shown is green, then the Postgres Database is running properly. If the status shown is red, then
the Postgres Database is not up and running. If that is the case, you should activate the database to get
the database to run properly. Follow Steps 3-5 to activate the databases that are not up and running.
Step 3
Ensure that the Postgres process in running on the given REM node. See Appendix B for instructions on
how to check if the Postgres Database process is running correctly.
Step 4
Choose the database that you want to activate by clicking the radio button next to its name.
Step 5
Click the Activate button.
Managing a LongPen Tablet
The administrator can check the health of the LongPen Tablets and Writers and restart them by using the
LongPen tab of the REAC.
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Managing Licenses
To restart a tablet, follow these steps:
Step 1
Click the LongPen tab.
Step 2
Choose the tablet.
Step 3
Click the Restart Tablet button.
Managing Licenses
Each expert requires a license. You cannot add an expert if there is not an available license. An error
message will appear on the Expert page if you try to add an expert without sufficient licenses.
The number of available licenses and the number of used licenses are indicated in the bottom half of the
Licensing page.
You will need the following to add licenses to REAC:
•
MAC address(es) of the REM server(s)
•
The number of remote experts
•
License file
Obtain the REM Server’s MAC Address
To obtain the REM server’s MAC address, you will need to use a terminal emulator such as PuTTY.
Step 1
Open a terminal emulator such as PuTTY.
Step 2
Enter the REM server’s IP address for the host.
Step 3
Enter 22 for the port number.
Step 4
Choose SSH for the connection type.
Step 5
Click Open.
Step 6
When connected, type installer for the login and press the Enter key.
Step 7
Type the password and press the Enter key.
Step 8
In the Main Menu, type a to choose System Settings.
Step 9
In the System Setting menu, type d to choose System Information.
Step 10
Scroll up and find the HWaddr (MAC) address.
Step 11
Copy the address.
Generate a License File
After you purchase the licenses, you will need to generate a license file that will be uploaded into REAC.
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Managing Licenses
Step 1
Log into www.cisco.com with your customer or partner credentials.
Step 2
Purchase Remote Expert Agent licenses.
Step 3
Go to the Cisco Licensing site at https://tools.cisco.com/SWIFT/LicensingUI/Home.
Step 4
On the Product License Registration home page, click the green Continue to Product License
Registration button.
Step 5
Click the Start License Wizard button.
Step 6
Enter the PAK numbers in the field.
Step 7
Enter the MAC address of the REM without the colons (e.g. 00000C11BB22). If there are two REM
servers, separate the two MAC address with a space (e.g. 00000C11BB22 00000C33DD44)
Step 8
Click the Assign button and then click Next.
Step 9
Enter your email address. This email address will receive the license file.
Step 10
Check the I agree with the Terms of the License check box.
Step 11
Click the Get License button.
A green checkmark indicates that the request was successful. You will then receive an email with the
license file. The license file is required to add licenses to the REAC.
Upload the License File
After you have received the license file, you will upload it into the REAC.
Step 1
Choose the Licensing tab.
Step 2
Click the Upload License button.
Step 3
In the Add License dialog box, click the Browse button.
Step 4
Find the license file and click Open.
Step 5
Click the Upload button.
Modify a License
If there is a problem with the license file, you can upload a replacement or updated file.
Step 1
Choose a license file.
Step 2
Click the Modify button.
Step 3
In the Replace/Update License dialog box, click the Browse button.
Step 4
Find the license file and click Open.
Step 5
Click the Replace button.
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Remote Expert Administration Console (REAC)
Configuring Session Result
Note
The Modify License feature will only replace the content of an existing license file. The license file name
cannot be changed once it is uploaded.
Delete a License
Step 1
Choose the license to be deleted.
Step 2
Click the Delete button.
A warning message appears.
Step 3
Click Ok to delete the license.
Configuring Session Result
The Session Result tab contains the session result questions and answers that are displayed on the
customer pod after the call is disconnected from the expert. The Session Result Question tab displays
the survey questions, their locales (i.e. English or Spanish), and the type of answers (e.g. multiple
choice) possible.
All the IECs will show the same set of questions and answers.
Add a Question
There is no limit to the number of questions that can be added to the REM.
To add a new question, follow these steps:
Step 1
Click the Session Result tab.
Step 2
Click Add.
The Add Question dialog box appears.
Step 3
From the Locale drop-down list, choose a locale.
Note
Step 4
Enter a question in the Question field.
Tip
Step 5
Questions are associated with locales. If the customer has a choice of locales when initiating the
call, questions for the locale that the customer chose will appear at the end of the call.
The question should be one that can be answered by short multiple choice answers.
From the Question Type drop-down list, choose Multiple Choice or Text.
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Configuring Session Result
Note
Step 6
A virtual keyboard will automatically appear on the REIC screen for text-based questions.
Click Add.
Modify a Question
To modify a question, follow these steps:
Step 1
Choose the question that you want to modify.
Step 2
Click the Modify button.
The Modify Question dialog box appears.
Step 3
Make the changes.
Step 4
Click Update.
Delete a Question
To delete a question, follow these steps:
Step 1
Choose the question that you want to delete by clicking the radio button next to the question.
Step 2
Click the Delete button.
Step 3
When the warning dialog box appears, click Ok to delete the question.
Add Answers
For each multiple-choice question, you need to add at least two answers. Questions that require a
“yes/no” or “true/false” answer are considered multiple-choice questions with two answers.
To add an answer to a multiple-choice question, follow these steps:
Step 1
On the Questions page, choose the question to which you want to add answers.
Step 2
Click the Add Answer button.
The Add Answer dialog box appears.
Step 3
Enter an answer for the question in the Answer field.
Step 4
Click Add.
Repeat Steps 2-4 to create all the answers for that question.
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Configuring Session Result
Modify an Answer
To modify an answer, follow these steps:
Step 1
Go to the Session Result tab to display the drop-down menu.
Step 2
Choose the Answers button under the Customer category.
The Answers screen appears.
Step 3
Choose the answer that you want to modify.
Step 4
Click Modify.
The Modify Answer dialog box appears.
Step 5
Edit the answer in the Answer field.
Step 6
Click Update.
Delete an Answer
To delete an answer, follow these steps:
Step 1
In the Session Result drop-down menu, choose the Answers button under the Customer category.
The Answers screen appears.
Step 2
Choose the answer that you want to delete by clicking the radio button next to the answer.
Step 3
Click the Delete button.
Step 4
When the warning dialog box appears, click Ok to delete the answer.
Manage Agent Questions and Answers
You can create questions for the agent to answer during the session. The questions appear after you click
“Session Result” in READ or eREAD.
To access the agent questions and answers, follow these steps:
Step 1
From the Session Result drop-down menu, choose the Questionnaire button under the Agent category.
The Questions screen for the agent appears.
Step 2
In this screen you can add, modify, or delete questions or add answers to a question. Follow the steps in
the previous step sets to perform those actions.
Step 3
To modify or delete an answer, go to the Agent Answer screen by clicking the down arrow of the Session
Result tab to display the drop-down menu and choosing the Answers button under the Agent category.
Step 4
Choose the answer that you want to modify or delete in the Answers screen.
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Managing Users
Step 5
Follow the steps in the previous step sets to perform those actions.
Managing Users
The administrator can create Administrator and Guest users for REAC. A Guest user can view most of
the tabs and the records within them but cannot add, modify, or delete records. Only users with the role
of “Administrator” can add, modify, or delete records or playback MS recordings.
Add a New User
Follow these steps to add a new user:
Step 1
Click the Manage Users tab.
Step 2
Click Add.
The Add User dialog box appears.
Step 3
Enter a user name in the Preferred Username field.
Step 4
Enter the user’s real first and/or last name.
Step 5
Enter the user’s email address.
Step 6
Choose Administrator or Guest from the Role drop-down list.
Step 7
Check the Enable Account check box.
Note
If the Enable Account check box is not checked, the user will not be able to access the REAC.
Step 8
Enter a password for this user in the Password Text and Confirm Password fields.
Step 9
Click Add.
Note
Remember, a user will be logged out of REAC if the session is idle for more than 45minutes.
Delete a User
Step 1
Click the Manage Users tab.
Step 2
Choose the user to be deleted.
Step 3
Click the Delete button.
A warning message appears.
Step 4
Click Ok to delete the user.
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Configuring Connected Justice Segment Information
Configuring Connected Justice Segment Information
If this is a Connected Justice implementation of RE, you will see a CJ Configuration tab in REAC. The
CJ Configuration page allows the administrator to add and modify the court room details that appear in
the interpreters’ Click To Connect (CTC) interface.
Note
The instructions for configuring the court room details can also be accomplished using the Text User
Interface (TUI). Refer to the Cisco Remote Expert Manager Installation Guide for instructions on how
to configure the court room details using the TUI.
Add a Segment
Step 1
Click the CJ Configuration tab.
Step 2
Click the Add button.
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.
Step 3
Use the table below to update the properties for each court room. Make sure that each court room has a
unique DN in CJ.
Table 1-1
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.
Endpoint Type
The type of video endpoint used by kiosk in the court room. Currently, only Cisco C
series is supported
Note
Information needed here is created in CUCM, which is detailed in the “Extension Mobility
Setup” section of the Cisco Remote Expert Manager Installation Guide.
Step 4
When you are finished, click Save.
Step 5
You will see a message that the file was saved successfully. In the Message dialog box, click OK.
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Room Details Parameters
Chapter 1
Remote Expert Administration Console (REAC)
Generating Session Reports
Modify a Segment
Step 1
Choose a segment by clicking a radio button.
Step 2
Click the Modify button.
Step 3
Modify the room details as explained in the “Add a Segment” step-set above.
Step 4
When you are finished, click Save.
Step 5
You will see a message that the file was saved successfully. In the Message dialog box, click OK.
Delete a Segment
Step 1
Choose a segment by clicking a radio button.
Step 2
Click the Delete button.
Step 3
You will see a message asking if you really want to delete this file, click Proceed.
Step 4
You will see a message that the file was deleted successfully. In the Message dialog box, click OK.
Generating Session Reports
The Report Tool tab contains a tool for generating reports about the sessions including agent session and
customer session results as well as session information with customer follow up.
To narrow down the search for specific session reports, the start and end dates for the sessions can be
chosen.
Once the report has been generated, its criteria can be filtered including the start time, end time, kiosk
number, queue name, queue number, expert, and locale.
Once the report is generated, it is emailed to the administrator. It can also be downloaded from the tool.
Step 1
Click the Report Tool tab.
Step 2
Click the Run button of the Report Generation Tool.
Step 3
In the Run Report Generation Tool dialog box, choose the type of report desired in the Report drop-down
menu.
Step 4
Choose the start and end dates.
Step 5
Click the Run Report button to generate the report.
Step 6
The administrator will receive an email with the report(s). You can also download the reports by clicking
the Download Reports button. Choose to Open or Save File. Click OK.
The zip file contains one or more spreadsheets.
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Uploading Images to REAC
Uploading Images to REAC
The Upload Image tool allows an administrator to upload user interface image files. Once uploaded, a
URL is generated that can be used in REAC such as for Background images (see the “Background
Image” section in Chapter 3) and Locale images (see the “Configuring a Locale” section in this chapter).
Step 1
Click the Upload Image tab of the REAC.
Step 2
Click Browse.
Step 3
Find the image on your workstation and click Open. The name of the image appears in the field.
Step 4
Click Upload.
The file loads. When the file has successfully loaded to the REM server, a message box appears in the
lower right corner of the REAC screen indicating that the file was saved.
Step 5
Click Show the URL. A dialog box opens containing the URL for the image.
Step 6
Press Ctrl + C and then the Enter key to copy the URL to your clipboard. Alternatively, right-click the
URL and choose copy.
Step 7
Go the tab in REAC where you need the URL and paste it in the URL field. (Refer to the “Configuring
a Locale” section in this chapter or the “Background Image” section in Chapter 3 for an example of using
the URL generated.)
Cleaning the Call Cache
The administrator can clean the call cache of the kiosks if a session hangs. When a session hangs, a new
call cannot be initiated to or from the customer pod. By cleaning the call cache, the session’s status in
the Session tab is changed to “Completed”, which then allows the customer pod to start or receive a new
call.
Step 1
Click the Clean Call Cache tab.
A Status box appears in the lower right corner of the screen indicating that the call cache was cleaned.
Downloading the Document Camera Application File
The Download Snapshot Capture tab contains the file required to set up the Document Camera
application on the agents’ workstations. The administrator will need to download the files and then
distribute them to the agents or the person who will install the application on the agents’ workstations.
Step 1
Click the Download Snapshot Capture tab.
Step 2
In the dialog box, choose the Save File radio button and then click OK to save the snapshotapp-dist.zip
file to your desktop.
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Setting Document Camera Predefined Zoom Buttons for Agents
Setting Document Camera Predefined Zoom Buttons for Agents
There are four predefined zoom buttons in the document camera application that can be preset by the
administrator. This is helpful for standard documents that agents are expected to take snapshots. For
example, agents may routinely take snapshots of documents that are 8 1/2 x 11 inches as well as driver’s
licenses. By presetting buttons so that the camera zooms into the document with the touch of a button
can save the agent time manually zooming the camera in and out.
To preset the zoom buttons, follow these steps:
Step 1
Click Document Camera tab.
Step 2
Choose a radio button.
Step 3
Click Modify. The Modify Preset Data dialog box will open.
Step 4
In the Preset Label field, enter a name for the button that will appear on the agent’s document camera
application. For example, if you are configuring the button for documents the size of drivers’ licenses,
enter “Driver’s License”.
Step 5
Now you will need to configure the RS232 Command, which is the zoom level.
a.
Open the document camera application on your desktop.
b.
Place a document with the desired size beneath the document camera.
c.
Use the zoom buttons on the document camera application to zoom into the document so that its text
can be easily read.
d.
Click one of the Preset buttons.
e.
Go to the IEM and choose the IEC that you used for capturing the document.
f.
Go to the Events tab of that IEC and find the event where you clicked the Preset button.
You will need the value of the Camera Zoom position, for example, “905002020B08FF”.
g.
Save the events as a text file by entering 10000 in the Max number of events field and clicking Save
As.
h.
Open the file with Notepad.
i.
Scroll to the event.
Tip
If you cannot find the event, repeat steps d-f.
j.
Copy the value for the Camera Zoom position (e.g. 905002020B08FF).
k.
Go to REAC and paste the value of the Camera Zoom position into the RS232 Command field.
Step 6
In the Button Status drop-down menu, choose Enabled so that the button will be activated for the agents.
Step 7
Click Update.
Note
If the document camera application is open on agents’ desktops during the configuration of these
buttons, the buttons will not appear until the application is stopped and restarted. Click Stop
Camera and then Start Camera.
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Downloading Logs
Tip
If you have questions about the document camera predefined zoom fields, click the Help button in the
Document Camera tab.
Downloading Logs
The Download Logs tab contains lists of logs that can be used for troubleshooting issues:
1.
Admin Console: Contains the reac.log from this REAC
2.
Agent Desktop: Contains the read.log from READ
3.
Session Manager: Contains the resc.log from the RESC
4.
RE Events: Capture RE events during a specified time
5.
Tomcat: Contains the catalina log for the Tomcat service
Follow the steps below to download a log.
Step 1
Hover over the Download Logs tab to open the drop-down menu.
Step 2
Choose one of the modules from the list.
Step 3
If you chose the Admin Console, Agent Desktop, Session Manager, or Tomcat module, you will see a
list of logs that you can download. Choose the log that you want to download and then click the
Download button. Go to Step 5.
Step 4
If you chose the RE Events module:
Step 5
a.
Click the From field to open the calendar.
b.
Choose the start date of the events that you want captured.
a.
Click the To field to open the calendar.
b.
Choose the end date of the events that you want captured.
c.
Click the Submit button.
Open or save the log file.
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