Cisco Remote Expert Manager 1.9 Installation Guide

Cisco Remote Expert Manager 1.9 Installation Guide
Cisco Remote Expert Manager 1.9
Installation Guide
Release 1.9

March 4, 2014
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Text Part Number: OL-30127-02
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Cisco Remote Expert Manager Installation Guide 
© 2013 Cisco Systems, Inc. All rights reserved.
CONTENTS
Preface
CHAPTER
1
Remote Expert Manager (REM) ISO Deployment
CHAPTER
2
REM High Availability
CHAPTER
3
Connected Justice
APPENDIX
A
Frequently Asked Questions (FAQs)
APPENDIX
B
RE-on-IServices
APPENDIX
C
Load Balancer Configuration
Cisco Remote Expert Manager Installation Guide
iii
Contents
Cisco Remote Expert Manager Installation Guide
iv
Preface
Revised: March 4, 2014, OL-30127-02
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 Cisco Remote Expert Manager
Installation Guide for release 1.9. It also provides information on related documentation. This preface
includes the following sections:
•
Audience, page v
•
Purpose, page v
•
Organization, page vi
•
Related Documentation, page vi
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 Cisco
Remote Expert solution release 1.9.
Note
REAC configuration is not included in this guide.
Cisco Remote Expert Manager Installation Guide
v
Preface
Organization
This guide is organized into the following chapters:
Chapter/Appendix Number
Chapter/Appendix Title
Description
1
Remote Expert Manager (REM) Provides instructions on how to
deploy the REM ISO
ISO Deployment
2
REM High Availability
Explains how to configure and
verify High Availability is
working
3
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
RE-on-IServices
Provides instructions on how to
set up RE on the I-Services
platform
C
Load Balancer
Includes a working
configuration for a load balancer
Related Documentation
These documents provide additional information about the Cisco Remote Expert Smart Solution:
Cisco Remote Expert Manager 1.9 Port Usage Guide
http://www.cisco.com/c/en/us/support/customer-collaboration/remote-expert-manager/products-install
ation-guides-list.html
Cisco Remote Expert Manager 1.9 Administration Guide
http://www.cisco.com/c/en/us/support/customer-collaboration/remote-expert-manager/products-mainte
nance-guides-list.html
Cisco Remote Expert Manager 1.9 Troubleshooting and Serviceability Guide
http://www.cisco.com/c/en/us/support/customer-collaboration/remote-expert-manager/products-trouble
shooting-guides-list.html
Cisco Remote Expert Manager 1.9 READ and eREAD Guide
http://www.cisco.com/c/en/us/support/customer-collaboration/remote-expert-manager/products-user-g
uide-list.html
Cisco Remote Expert Manager 1.9 Release Notes
http://www.cisco.com/c/en/us/support/customer-collaboration/remote-expert-manager/products-release
-notes-list.html
Cisco Remote Expert Smart Solution 1.9 Upgrade Guide
http://www.cisco.com/c/en/us/support/customer-collaboration/remote-expert-manager/products-install
ation-guides-list.html
Cisco Remote Expert Manager Installation Guide
vi
Preface
Cisco Remote Expert Manager Installation Guide
OL-xxxxx-xx
vii
Preface
Cisco Remote Expert Manager Installation Guide
viii
CH A P T E R
1
Remote Expert Manager (REM) ISO Deployment
Revised: March 4, 2014, OL-30127-02
Chapter Overview
This chapter contains the procedure for deploying the Remote Expert Manager (REM) ISO.
Topics in this chapter include:
•
REM ISO Deployment, page 1-2
– Upload the REM ISO Image into the Datastore, page 1-2
– Create the Virtual Machine, page 1-4
– Turn on the VM, page 1-9
– Start the REM ISO Installation, page 1-9
– Configure the REM’s Virtual Machine, page 1-10
– Activate Master and Slave Nodes for REM HA, page 1-18
– Configure the NTP Server, page 1-19
– Configure the Time Zone, page 1-19
– Configure the SSH Banner (Optional), page 1-20
– Install the Skin Package, page 1-20
– Enable Features in REM, page 1-23
– Modify the REM Properties File, page 1-27
– Execute IAS, page 1-36
– Identify and Locate Media Server, page 1-40
– Get MAC Addresses and Add REM Licenses, page 1-42
– Configure the REAC, page 1-44
– Create and Apply a Policy for REM in the IEM, page 1-44
– Configure Magnetic Card Reader Support, page 1-46
– Configure the Document Camera, page 1-47
– Configure Direct Connect on the Agents’ Workstations, page 1-57
– Install the Snapshot Capture Application, page 1-58
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REM ISO Deployment
– Configure Finesse, page 1-58
– Make Calls, page 1-61
•
REM ISO Installation Verification, page 1-61
•
Install VMware Tools, page 1-65
REM ISO Deployment
You will install the REM ISO on a Cisco UCS C200 server running ESX 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.
Figure 1-1
vSphere Client Login
Step 2
In the IP address/Name field, enter the IP address of the ESX host server that will be hosting the IEM
virtual machine.
Step 3
In the User name field, enter the username of the ESX host server.
Step 4
In the Password field, enter the password of the ESX host server.
Step 5
Click Login.
Step 6
If prompted with a security warning pop-up about Certificate Warnings, click Ignore.
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REM ISO Deployment
Figure 1-2
Security Warning Dialog Box
Step 7
Select the IP address of the ESX host server in the left Inventory window pane.
Step 8
Click the Summary tab in the right window pane.
Figure 1-3
Summary Tab
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.
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REM ISO Deployment
Figure 1-4
Upload/Download Operation Warning Dialog Box
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 ESX 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.
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REM ISO Deployment
Figure 1-5
Configuration Category
Step 4
Click Next.
Step 5
In the Name and Location category, enter a name to identify the REM virtual machine.
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REM ISO Deployment
Figure 1-6
Name and Location Category
Step 6
In the Inventory Location, choose the cluster that contains the desired ESX 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.
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REM ISO Deployment
Figure 1-7
Datastore Category
Step 9
Click Next.
Step 10
In the Guest Operating System category, click the Linux radio button.
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REM ISO Deployment
Figure 1-8
Guest Operating System Category
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 ESX 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.
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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
Select the ISO image.
Step 33
Click OK. The ISO image appears in the Datastore ISO File field.
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.
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REM ISO Deployment
Figure 1-9
Type “install” to Begin the Installation Process
When the REM installation has deployed successfully, you will see text similar to the following in the
console:
Cisco Remote Expert Manager
Build Version 1.9.0-6
Remote Expert Manager IP Information
Hostname: localhost.localdomain
Mac Address:00:aa:11:bb:22:cc
IP Address: 172.20.20.20
Configure the REM’s Virtual Machine
REM 1.9.x ISO introduces a new installation interface called the Text User Interface (TUI). Use of TUI
not only increases REM security, but also simplifies the installation and configuration processes. 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
Step 1
It is recommended that you use SSH so that you can copy text if necessary or desired.
At the login screen, enter the default username (installer) and password (cisco!123) to log into the REM.
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REM ISO Deployment
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.
Figure 1-10
Change Password
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.
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REM ISO Deployment
Figure 1-11
Step 4
In the System Settings menu, type a to choose Network Settings.
Figure 1-12
Step 5
Main Menu
System Settings Menu
In the Network Settings menu, type a to choose Setup Network Information.
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REM ISO Deployment
Figure 1-13
Network Settings Menu
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.
Figure 1-14
Edit Devices
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REM ISO Deployment
2.
Select eth0 to configure. Press the Enter key.
Figure 1-15
3.
Uncheck the Use DHCP check box.
Figure 1-16
4.
eth0
Use DHCP Check Box
Enter the desired IP addresses for the Static IP address, Netmask IP address, and Default
gateway IP address fields. Select Ok.
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5.
Choose Save and press the Enter key.
6.
Choose Edit DNS Configuration.
Figure 1-17
7.
Edit DNS Configuration
Enter the Hostname, Primary DNS, Secondary DNS, Tertiary DNS, and Search fields. Select
Ok.
Figure 1-18
DNS Configuration
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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.
Figure 1-19
Restart Networking Choice
If network is set up properly, you should see a message similar to “Updating REM DB with IP
Address: 172.20.20.20”.
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Figure 1-20
b.
Successful Network Restart
REM HA (Dual Node):
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.
Note
If you have FQDN for REM HA, use Virtual IP for DNS server.
10.
Select Save and Quit.
11.
Go back to the Main Menu.
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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, RE 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.
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 in step u 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.
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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 below steps. Otherwise, you may skip this
step set.
Step 1
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 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 above steps 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 above steps on the second node.
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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 above steps on the second node.
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 Cisco Remote Expert Manager 1.9
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 Cisco Remote
Expert Connected Justice. The REM skin with the sequence “rem-skin-regs” is for Cisco 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.
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REM ISO Deployment
Figure 1-21
Step 3
Main Menu
In the REM Server Administration menu, type f to choose the Install REM Skin menu.
Figure 1-22
REM Server Administration Menu
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REM ISO Deployment
Step 4
Choose the desired skin.
•
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. In the figure below, for example, the default REM skin is
rem-skin-1.9.0.8-149.
Figure 1-23
Step 5
REM Skins Menu
When asked if you want to continue with the skin that you selected, type C.
The skin will install.
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REM ISO Deployment
Figure 1-24
Step 6
Once you see a “Complete!” message, press any key to return to the menu.
Note
Step 7
Installation of the Skin
Records installed by default skin package (such as locale, expert type, and content) can be
changed using REAC.
If you have a REM HA setup, repeat the above steps on the second node.
Enable Features in REM
By default, document printing and video streaming are enabled but other features such as the document
camera, scanner, signature capture, LongPen, or session result are not enabled by default. If any of these
other features will be used by agents, they need to be enabled in the READ Properties Template. Once
they are enabled, their buttons will appear in eREAD and READ so that agents can use them during a
call.
Figure 1-25
Feature Buttons in eREAD and READ
To enable features in REM, follow these steps:
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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.
Figure 1-26
Step 3
Main Menu
In the REM Server Administration menu, type c to choose Edit REM Templates.
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Figure 1-27
Step 4
REM Server Administration Menu
In the Edit REM Templates menu, type f to choose READ Properties.
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Figure 1-28
Step 5
Under the Hide or show Utility buttons section, find the feature(s) that you want shown on eREAD and
READ.
Figure 1-29
Step 6
Edit REM Templates Menu
Hide or Show Utility Buttons Section
For those features, change the value to true.
doccamera.enabled=true (enables Document Camera)
longpen.enabled=true (enables LongPen)
scan.enabled=true (enables Scanner)
session_result.enabled=true (enables Session Result)
signature_capture.enabled=true (enables Signature Capture)
Step 7
If you have a REM HA setup, repeat the above steps on the second node.
Refer to the “Configure the Document Camera” section in this chapter on how to setup its hardware and
configure it.
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Modify the REM Properties File
The 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 rem.properties file.
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.
Figure 1-30
Step 3
Main Menu
In the REM Server Administration menu, type b to choose Edit REM Properties.
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Figure 1-31
Step 4
Within the REM Core Properties section:
a.
Note
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 ACE.
Do not change the RESC_PORT number; port 80 is the default port for the Tomcat service.
b.
Warning
REM Server Administration Menu
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.
Do not modify or delete the encrypted text for the RESC_SERVER_USER and RESC_SERVER_PASSW
properties.
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Figure 1-32
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.
Figure 1-33
Step 6
Note
Warning
CCX Deployment
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 (i.e. false). If you are using Cisco Contact Center Enterprise (CCE), you will use
CVP so change the value to true.
Figure 1-34
Step 7
REM Core Properties
CVP Deployment
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.
Do not change the CUCM_PORT number; port 8443 is the default listening port for the CUCM.
Do not modify or delete the encrypted text for the CUCM_USER, CUCM_PASSWORD,
CUCM_SERVICE_USER, and CUCM_SERVICE_PASSWORD properties.
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Figure 1-35
Step 8
Warning
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.
Figure 1-36
Step 9
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.
Warning
IEM Credentials
Within the HA Properties section:
a.
Note
CUCM Credentials
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.
Do not modify or delete the encrypted text for the NODE_1_USER, NODE_1_PASSWORD,
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.
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Figure 1-37
HA Properties
Step 10
For the MEDIA_SENSE_VERSION property, enter 9 if MediaSense 9.x is used or 10 if MediaSense
10.x is used.
Step 11
Enter the IP address for the primary and secondary MediaSense servers.
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.
Figure 1-38
MediaSense Properties
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Step 12
If you are using LongPen, enter the IP address of the LongPen server.
Figure 1-39
Step 13
LongPen Properties
Within the REIC/Kiosk Properties section:
a.
The REIC_SCREEN_MODULE property enables a keypad or magnetic card reader attached to the
IEC to initiate a call by entering the customer’s ID number or swiping the customer’s card.
– By default, the property is set to null, which indicates that the customer needs to initiate the call
using the touchscreen.
– If customers will use a USB keypad to initiate a call, change the value to keyboard.
– If customers will use a USB card reader to initiate a call, change the value to magstripe.
Note
b.
Even if REM is configured to use either a keypad or card reader to initiate a call, customers
still can initiate a call using the touchscreen by clicking the Cancel button in the pop-up
window or waiting for the feature to time out, which triggers the REIC to initiate a call.
If configuring for Connected Justice, change the EXTENSION_MOBILITY property to true.
Otherwise, it should remain false.
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Figure 1-40
Step 14
Step 15
REIC/Kiosk Properties
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 (see figure below).
Figure 1-41
HD Webplayer Watermark
Figure 1-42
HD Webplayer Properties
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. In the figure below, the backup file name is indicated in red.
The name contains “rem”, the system-generated date (Oct-17-2013) and time (15-51-31) of the
backup, and the IP address of the server (172.25.26.116) from where the backup was taken.
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Figure 1-43
Note
Note
Example of REM Backup File Name
Do not modify the BACKUPDIR property. It is used for Cisco internal testing purposes only.
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.
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.
Figure 1-44
Backup and Restore Properties
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f.
Configure the frequency of backups by entering the time and day that the backup should occur. This
will create a Cron job inside the system. See the “Serviceability Administration” chapter in the
Cisco Remote Expert Manager Troubleshooting and Serviceability Guide for more information.
You can modify the backup frequency by changing the values of the property.
The default is every day at 6:30 p.m. which is configured as follows:
– MIN=30
– HOUR=18
– DAY=*
– MONTH=*
– WEEKDAY=*
Note
The * is used to indicate “every”.
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.
Figure 1-45
g.
Frequency of Backups
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.
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Figure 1-46
Mail Alert
Step 16
After you make all the changes to the rem.properties file, you need to save it by pressing SHIFT : and
then entering wq.
Step 17
If you have a REM HA setup, repeat the above steps on the second node.
Execute IAS
The IAS should be executed now. In REM HA setups, the IAS 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.
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Figure 1-47
Step 2
In the Run Configuration Tool, press any key to begin.
Figure 1-48
Step 3
REM Server Administration Menu
Run Configuration Tool
When prompted to update JTAPI username and password, type y.
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Figure 1-49
JTAPI Username and Password Encryption
Step 4
Type the JTAPI username and password.
Step 5
When prompted to update the CUCM Weblogin username and password, type y.
Figure 1-50
CUCM Username and Password Encryption
Step 6
Type the root username and password for the CUCM. You cannot use a regular account username and
password.
Step 7
When prompted to update the IEM account name, type y.
Step 8
Type the account name.
Step 9
When prompted to update the IEM username and password, type y.
Step 10
Type the username and password for the IEM.
Figure 1-51
Step 11
IEM Username and Password Encryption
When prompted to update the primary and secondary media servers’ username and password, type y.
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Step 12
Type their usernames and passwords.
Figure 1-52
Media Servers Username and Password Encryption
Step 13
When prompted to update the backup and restore username and password, type y.
Step 14
Type the remote server’s username and password.
Figure 1-53
Step 15
Remote Server Username and Password Encryption
The process is complete when you see the “Press any key to return to the menu” message. Press any key.
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Figure 1-54
Process Complete
Identify and Locate Media Server
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.
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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 1-1
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.
6.
When adding a video URL from AMS to the Video tab in REAC, use the following syntax:
rtmp://<IP of Media Server>/vod/mp4:filename.extension
Figure 1-55
Video URL Syntax in the REAC’s Video Tab
7.
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.
8.
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.
9.
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 # and
% are not supported in REM.
The instructions below are for installing the AMS 5.0.1. 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.
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cd /tmp/<folder-created-in-previous-step>
AMS_5_0_1_r1076)
(i.e.
./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.
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.
Get MAC Addresses and Add REM Licenses
A REM license is required for each expert. Refer to the “Managing Licenses” section of the Cisco
Remote Expert Manager 1.9 Administration Guide for instructions on how to add and manage licenses
in REAC. You will need the MAC address(es) of the REM(s) and the number of experts.
To obtain the MAC addresses, follow these steps:
Step 1
Use a terminal emulator such as PuTTY to SSH into the REM server.
Step 2
In the Main Menu, type a to choose the System Settings menu.
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Figure 1-56
Step 3
In the System Settings menu, type d to choose System Information.
Figure 1-57
Step 4
Main Menu
System Settings Menu
Scroll up the screen until you see “HWaddr”. The MAC address follows it. In the figure below, for
example, the MAC address is 00:50:56:A2:4A:C6.
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Figure 1-58
MAC Address (HWaddr)
Configure the REAC
Refer to the Cisco Remote Expert Manager 1.9 Administration Guide for instructions on how to
configure and update the following in REAC, which is accessible at http://<REM IP>/reac/:
•
IVR numbers in the Expert Type tab
•
Experts’ credentials in the Expert tab
•
Video URLs in the Video tab
Note
For Video URLs, refer to your media server’s documents.
•
Customer pod details in the Kiosk tab
•
Upload document files to be used by agents in the Document tab
•
Create customer and agent questionnaires in the Feedback tab
•
Create new REAC users in the Manage Users tab
After you create the IEM policy, you must apply it to the IECs at the customer pods. Then you must
reboot the IECs for the settings to be enforced in the IECs. Refer to the Cisco Interactive Experience
Manager (IEM) Administration Guide for instructions on how to apply a policy to the IECs and reboot
them.
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 Cisco Interactive Experience Manager (IEM) Installation Guide and the Cisco Interactive
Experience Manager (IEM) Administration Guide to perform the following tasks:
1.
Install the IEM software on the VM
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2.
Configure the IEM server settings
3.
Add an account on the IEM that will be used to manage the IECs for REM
4.
Add the IEC devices to the IEM so that they can be managed by it
5.
Create a new policy in the IEM for the IECs and configure the following properties in that policy:
•
browser > startup URL = http://<REM_IP>/reic
•
browser > network > failover > enabled = false
•
browser > network > timeout > enabled = false
Figure 1-59
•
Network Property Expanded
browser > watchdog > enabled = false
Figure 1-60
Watchdog Property Expanded
•
browser > cache > web > enabled = false
•
browser > cache > web > mode = Prefer network
Figure 1-61
•
Cache Web Properties
browser > input > popup > keyboard > enabled = false
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Figure 1-62
•
clock > NTP = NTP server IP addresses
•
clock > timezone = the server’s time zone
Figure 1-63
Note
Disabling the Popup Keyboard
NTP and Timezone Modified
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.
6.
Apply the policy to the IECs
Configure Magnetic Card Reader Support
Use the following steps to configure REM to support a magnetic card reader in a customer pod.
Step 1
Using the TUI, go to the rem.properties file.
Step 2
Find the REIC_SCREEN_MODULE line under the REIC/Kiosk Properties section.
Step 3
Change the value to “magstripe”:
$*[REIC_SCREEN_MODULE]*=magstripe
Step 4
Log into the IEM.
Step 5
Go the REM policy that is applied to the IECs.
Step 6
Add the following parameters to the application.data field:
•
Key: magstripe scanner
•
Value: Mag-Tek USB Swipe Reader
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Figure 1-64
Magnetic Card Reader Parameters in the Application.Data Field
Step 7
Click Ok to save the changes.
Step 8
Now you will configure the mouse cursor so it is visible on the touchscreen. Go to mouse > cursor >
visible.
Figure 1-65
Visible Mouse Cursor Setting
Step 9
Change the value to Show mouse cursor.
Step 10
Make sure that external USB magnetic card readers are attached to the IECs on the customer pods.
Step 11
Reboot the IECs.
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
and a control unit called the DocCam SR module.
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Figure 1-66
Ceiling Mounted Camera
Figure 1-67
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.
For REM, the dongle allows multiple endpoints to view the same video stream from a customer pod. To
accomplish this, the stream is sent to a multicast address, which is a virtual address, and then anyone
within the multicast group can access the stream at the multicast address. Therefore, ensure that the
multicasting feature is enabled in your network. The multicast addresses are in the range 224.0.0.0
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through 239.255.255.255. According to standard (RFC1112), the range of addresses between 224.0.0.0
and 224.0.0.255 should not be used because it is reserved for routing protocol and other protocols. For
the port assignment, it is recommended to use port number from 31001 to 31500.
To enable the document camera to stream video, you will need to perform the following tasks:
1.
Connect the document camera system to the IEC and the video encoder dongle
2.
Create a policy in the IEM for the document camera
3.
Reboot the IEC from REAC
Connect 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 1-68
Hardware Connection Diagram
Table 1-2
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
RS-232 Control Input Input to SR interface from IEC
(A photo of this
RS-232 port
connection is shown
in the figure below)
Shown in figure below:
a) 9 pin male to 2.5mm 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
DVI to HDMI cable: HDMI (v
1.3 with deep color) and DVI v
1.0 compliant
5
HDMI Output
From dongle USB to USB port of Male to female USB cable
IEC
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Figure 1-69
Cables for RS-232 Control Input
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.
Note
Before creating the policy, ensure that the multicasting feature is enabled in your network.
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To create and apply a policy for the document camera, follow these steps.
Step 1
Go to the IEM.
Step 2
Click Policies in the left pane.
Figure 1-70
Step 3
Click New Policy in the right pane.
Figure 1-71
Step 4
Policies Button
New Policy Button
In the Create New Policy dialog box, enter a name for the policy.
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Figure 1-72
Create New Policy Dialog Box
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.
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Figure 1-73
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 the available multicasting IP address within your network. For example,
225.1.1.100.
Note
The multicast addresses are in the range 224.0.0.0 through 239.255.255.255. According to standard
(RFC1112), the range of addresses between 224.0.0.0 and 224.0.0.255 should not be used because it is
reserved for routing protocol and other protocols.
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 the key field, enter encoder.videoSource.
Step 16
In the value field, enter HDMI, which is the format of the video source.
Step 17
In the key field, enter encoder.videoMode.
Step 18
In the value field, enter HD, which is the video encoding mode.
Step 19
In the key field, enter encoder.protocol.
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Step 20
In the value field, enter udp which is the network protocol used by the video stream.
Step 21
In the key field, enter encoder.moduleType.
Step 22
In the value field, enter usb, which is the type of video encoder device.
Figure 1-74
Step 23
Click Ok.
Step 24
Click Apply.
Application Data Editor
Now you will apply this policy to the IEC.
Step 25
Click Devices.
Step 26
In the center pane, double-click a device’s icon.
Step 27
Click the Policies tab.
Step 28
In the Available policies list, choose the policy created for the document camera.
Figure 1-75
Step 29
Available Policies List
Click the Green Arrow.
The policy now appears in the Applied policies list.
Step 30
Click Apply.
Step 31
Click Close.
Step 32
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.
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Figure 1-76
Document Camera Policy Applied to the IEC
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.
Figure 1-77
Kiosk Tab in REAC
Configure Direct Connect on the Agents’ Workstations
Run the following steps to install and configure Direct Connect (DC).
Note
If you have an earlier version of DC installed, uninstall the old version first. After uninstalling DC,
remove the CSI folder, and reboot your computer.
Step 1
Download the DirectConnect-1.8.0.48365.exe file and the DC_Installation_Guide New Version.pdf file
from the code drop FTP site to your computer.
Step 2
Review the DC_Installation_Guide New Version.pdf to make sure that all prerequisites have been met
before executing the DC installation application.
Step 3
Follow instructions in the DC_Installation_Guide New Version.pdf to install DC on your computer.
Step 4
After installation is complete, go to the C:\CSI\DirectConnect\bin\DirectConnect folder, which is the
default DC folder.
Step 5
Use any text editor (i.e. Notepad) to open the DirectConnect.exe.config file.
Step 6
Find the following line:
http://localhost:8080/axis2/services/VirtualAgentServices.VirtualAgentServicesHttpSoap11Endpoint/
Step 7
Change “localhost:8080/axis2” of that line to “<REM_IP>/resc” replacing “<REM_IP>” with the actual
IP address of the REM server:
http://<REM_IP>/resc/services/VirtualAgentServices.VirtualAgentServicesHttpSoap11Endpoint/
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Step 8
Restart the DC Server.
You can also refer to Appendix C of the Cisco Remote Expert Manager 1.9 READ and eREAD User
Guide for instructions on how to install Direct Connect on agents’ workstations so that agents can share
desktop applications.
Install the Snapshot Capture Application
The Snapshot Capture application must be installed on agents’ desktops before they can take snapshots
of documents that customers bring to the pod. The document camera must be set up first for this
application to work.
Step 1
Download the application file from the Download Snapshot Capture tool in REAC. Refer to the
instructions in the “Downloading the Snapshot Capture Application Files” section of the Cisco Remote
Expert Manager 1.9 Administration Guide.
Step 2
Install the application on the agents’ desktops. Refer to “Appendix D: Snapshot Capture Installation and
Configuration” of the Cisco Remote Expert Manager 1.9 READ and eREAD User Guide for instructions
on how to install and configure the Snapshot Capture application.
Configure Finesse
Now you need to make sure that the desktop layout used in Cisco Finesse is REM. You will change the
IP address of the home page of the desktop layout from the Cisco Finesse server to the REM server.
Step 1
Open your browser and enter http://[Finesse_server’s_IP_address]/cfadmin. For example,
http://134.42.7.49/cfadmin.
Step 2
The Cisco Finesse Administration login screen will appear.
Figure 1-78
Cisco Finesse Administration Login Screen
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Step 3
Enter the ID and password of the administrator and click the Sign In button.
The Settings page of the Cisco Finesse Administration application is displayed.
Figure 1-79
Step 4
Settings Page
Click the Desktop Layout button in the menu bar.
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Figure 1-80
Desktop Layout Button
Step 5
Find the line of XML code that contains “<gadget>http://”.
Step 6
Change the URL of that line of code to the following with the REM server’s IP address and port number:
<gadget>http://[REM_Server_IP_Address]:{port_number]/finesse/ERead.xml</gadget>
See the figure below for an example where the REM server’s IP address is 172.25.26.141 and the port
number is 80.
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Figure 1-81
Example of Replacement Code
Step 7
Replace the IP address with that of the REM server.
Step 8
Click the Save button.
Figure 1-82
Save Button
Make Calls
Once everything has been configured, you can make calls from the customer pods to the agents and from
the agents to the customer pods.
Refer to the Cisco Remote Expert Manager 1.9 Agent READ and eREAD User Guide for instructions on
how to make calls.
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 http://<REM_IP>/ to verify that Tomcat is running. You should see the figure
below.
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Figure 1-83
Tomcat Running
Step 2
Check if necessary session control service is activated by entering the following URL in a web browser:
http://<REM-IP>/resc
Step 3
Once the Axis welcome page is displayed, choose Services.
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Figure 1-84
Step 4
Axis Home Page
Verify that all the services are active. The Service Status for each should read “Active”.
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Figure 1-85
Service that is Active
Step 5
Check if REAC works properly by opening a web browser and entering the REAC’s URL:
http://<REM-IP>/reac
Step 6
Log in as admin and add data to the Expert, Document, and Video tabs.
Step 7
Verify if data could be uploaded to the REM.
Figure 1-86
Expert Tab Showing Registration Status as Active for Two Agents
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Install VMware Tools
Install VMware Tools
Installing VMware Tools is optional. VMware Tools provide a better user experience and improved
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.
Figure 1-87
Install 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.
Figure 1-88
Main Menu
Step 4
In the System Settings menu, choose e) Install VMware Tools.
Step 5
Follow the on-screen instructions to install the tools.
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CH A P T E R
2
REM High Availability
Revised: March 4, 2014, OL-30127-02
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, page 2-1
•
Activate Master and Slave Nodes for REM HA, page 2-2
•
Configuring a Virtual Switch in the ESX Server, page 2-2
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
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Activate Master and Slave Nodes for REM HA
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 ESX Server
Step 1
Choose the ESX 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.
Figure 2-1
Configuration Tab
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.
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Figure 2-2
Add Network Wizard
Step 7
Check the check box for the NIC which is currently not in use.
Step 8
Click the Next button.
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. In the main window, you should have a
configuration similar to that shown in the figure below.
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Figure 2-3
Step 12
Completed Configuration
If you do not see a configuration similar to the one shown in the figure above, 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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Connected Justice
Revised: March 4, 2014, OL-30127-02
Chapter Overview
This chapter explains how to setup and configure Connected Justice for Cisco Remote Expert Manager
(REM) 1.9.
Topics in this chapter include:
•
Connected Justice Overview, page 3-1
•
Extension Mobility Setup, page 3-2
– Click To Connect (CTC), page 3-2
– Next Available Interpreter (NAI), page 3-2
– Hardware Required, page 3-2
– Cisco Extension Mobility Setup on CUCM, page 3-2
•
Connected Justice Configuration, page 3-9
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.
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Extension Mobility Setup
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.
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
– Cisco 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.
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Extension Mobility Setup
Step 1
Activate the Cisco Extension Mobility service. Log into your CUCM using Cisco Unified Serviceability.
Figure 3-1
Step 2
Choose Tools > Service Activation. Check the Cisco Extension Mobility check box. Click the Save
button at the upper left corner.
Figure 3-2
Step 3
Cisco Unified Serviceability Page
Cisco Extension Mobility Check Box
Navigate to the Cisco Unified CM Administration to complete the rest of configuration.
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Figure 3-3
Step 4
Create the user device profile for a court room by choosing Device > Device Settings > Device Profile.
Click the Add New button.
Figure 3-4
Step 5
Cisco Unified CM Administration Page
Add New Device Profile
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.
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Figure 3-5
Step 6
Select SIP for the Device Protocol. Click Next to go to the next page.
Figure 3-6
Step 7
Device Profile Type
Device Protocol as SIP
Enter the required information for User Device Profile Information of the figure below using the values
in the table below. Then click Save.
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Table 3-1
Note
Figure Callout
Number
Field Name
Value
1
Device Profile Name
A name of your choice for the device profile
2
Description
A description to easily identify the device profile
3
User Locale
The locale associated with the phone user
interface
4
Phone Button Template
An appropriate phone button template (e.g. using
Standard 7975 SIP for Cisco 7975 IP phone)
5
Privacy
Default
6
Always Use Prime Line
Default
7
Do Not Disturb
(Optional) Select this check box
8
DND Option
(Optional) Ringer Off
Each court room should have its own device profile.
Figure 3-7
User Device Profile Information Section
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Extension Mobility Setup
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.
Figure 3-8
Step 10
Select End User
Click Add New and enter the user information in the table below. Click Save.
Table 3-2
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
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Figure 3-9
Step 11
End User Information Section
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.
Figure 3-10
Extension Mobility Section
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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.
Figure 3-11
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.
Figure 3-12
Step 14
Logged Out Profile Information Section
Extension Information Section
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
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.
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Step 2
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.
Figure 3-13
b.
Main Menu
In the REM Server Administration menu, type f to choose the Install REM Skin menu.
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Figure 3-14
c.
Note
REM Server Administration Menu
Choose the REM skin that contains the sequence “rem-skin-cj”.
The REM skin with the sequence “rem-skin-regs” is for Cisco Remote Expert Government
Services. The REM skin with the sequence “rem-skin” is for the default REM skin, known as
the Francisco skin.
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Figure 3-15
Step 3
REM Skins Menu
d.
When asked if you want to continue with the skin that you selected, type C.
e.
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.
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Figure 3-16
b.
Main Menu
In the REM Server Administration menu, type b to choose Edit REM Properties.
Figure 3-17
REM Server Administration Menu
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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
EXTENSION_MOBILITY property to true.
Note
The EXTENSION_MOBILITY property by default is set to false, which disables CJ. You must
change this property to true to enable CJ.
Figure 3-18
e.
Step 4
Step 5
Extension Mobility Property
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]).
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.
Map the interpreter’s Cisco IP phone to enable Extension Mobility for that phone:
a.
In the Main Menu, choose d) REM Server Administration.
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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”.
Figure 3-19
f.
Step 6
Mapping Syntax
Save and exit the VI.
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.
Figure 3-20
c.
REM Server Administration Menu
In the Run Configuration Tool, press any key to begin.
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Figure 3-21
d.
Step 7
Follow the on screen instructions. Refer to the “Execute IAS” section in Chapter 1 for more
information.
Access REAC using the URL http://<REM IP>/reac/. Add licenses, kiosks, documents, videos, and
experts.
Tip
Step 8
Run Configuration Tool
The default credentials for REAC are admin/admin.
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, 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: http://<REM IP>/reic
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Figure 3-22
Step 9
Properties in an IEM Policy
Now you will configure the segment xml file in REAC:
a.
Login to REAC using the URL http://<rem_ip>/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.
Figure 3-23
CJ Configuration Page in REAC
An editing window will open with the segment code.
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Figure 3-24
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 3-3
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.
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 this chapter.
e.
Click Save to save the changes.
f.
You will see a message that the file was saved successfully. In the Message dialog box, click OK.
Figure 3-25
File Saved Message
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 http://<REM IP>/reic.
Step 12
To access CTC, open a browser and go to http://<REM IP>/ctc.
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Chapter 3
Connected Justice Configuration
Figure 3-26
CTC Interface Showing Segments, Groups, and Rooms
Cisco Remote Expert Manager Installation Guide
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Connected Justice
A P P E N D I X
A
Frequently Asked Questions (FAQs)
Revised: March 4, 2014, OL-30127-02
Appendix Overview
This appendix provides answers to the frequently asked questions.
Topics in this appendix include:
•
General Questions, page A-1
•
Remote Expert Manager (REM) Installation Questions, page A-2
•
Remote Expert Admin Console (REAC) Questions, page A-5
•
Remote Expert Session Control (RESC) Questions, page A-9
•
Remote Expert Interactive Console (REIC) Questions, page A-10
•
Direct Connect Questions, page A-14
General Questions
Q. Is there a way to make sure all components of the Remote Expert system are configured properly?
A. Remote Expert has a built-in health checking tool to validate if all main components are in sync with
the basic configurations. The tool also checks the health status of end points.
Step 1
After deploying and configuring Remote Expert Manager (REM), use the following link to run the health
checking tool: http://<REM IP>/healthcheck/reports.html.
Step 2
Enter the kiosk and agent directory numbers (DN) using a comma to separate them.
Step 3
Click the submit button.
Figure A-1
REM Health Check Tool
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Appendix A
Frequently Asked Questions (FAQs)
Remote Expert Manager (REM) Installation Questions
Step 4
Review the summary report.
Figure A-2
REM Health Check Report
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.
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, 120 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?
Figure A-3
“Network is unreachable” Output
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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Appendix A
Frequently Asked Questions (FAQs)
Remote Expert Manager (REM) Installation Questions
Figure A-4
“unary operator expected” Output
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?
Figure A-5
“value too long for type character varying (15)” Output
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?
Figure A-6
Indication that a Nameserver is Down
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. When installing the database RPM package, the REM indicates that the “package
rem-db-#.#.#-##.rpm is already installed”. What should I do?
Cisco Remote Expert Manager Installation Guide
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Appendix A
Frequently Asked Questions (FAQs)
Remote Expert Manager (REM) Installation Questions
Figure A-7
“package is already installed” Output
A. This behavior only happens on very few machines with certain configurations. If you get this error,
follow below steps:
Step 1
Restart the network by issuing the command /etc/init.d/network restart.
Step 2
Verify that you see the database fatal error.
Step 3
Install the database rpm package again.
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?
Figure A-8
Error Messages and Exceptions
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
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 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 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 rem.properties file.
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Appendix A
Frequently Asked Questions (FAQs)
Remote Expert Admin Console (REAC) Questions
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?
Figure A-9
Agents 2533 and 2520 Are Not Registered
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 rem.properties file. Refer to the “Modify the REM Properties File” section of Chapter 1
for instructions on configuring the rem.properties file. After updating the information in the
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 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 (use the ps command 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?
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Appendix A
Frequently Asked Questions (FAQs)
Remote Expert Admin Console (REAC) Questions
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.
Figure A-10
Kiosk Dialog Box
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.
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Appendix A
Frequently Asked Questions (FAQs)
Remote Expert Admin Console (REAC) Questions
Figure A-11
DB Cluster Nodes are Down
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 c) 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.
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.
Figure A-12
DB Cluster Manager is Down
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 b) 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.
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)?
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Appendix A
Frequently Asked Questions (FAQs)
Remote Expert Admin Console (REAC) Questions
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 #, 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. How do I verify that a video will be streamed to the REIC at the customer pod?
A. Use the following Flash Media Playback URL to validate a video after uploading it into Adobe
Media Server: http://www.osmf.org/configurator/fmp/#. If you can see the video in this player, then
it should stream to the REIC.
You can also isolate the format and codec issue by performing these steps:
Step 1
Enter the RTMP URL in the Video Source, for example: rtmp://172.25.26.152/vod/video1
Step 2
Press the Preview button.
Figure A-13
Video Preview Tool
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
SSH to the REM.
Step 2
Run the following command: vi /var/rem/reac/conf/reac.properties
Step 3
Find the entry “media_sense_time_offset=5000”, which is the default responding time in milliseconds.
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Appendix A
Frequently Asked Questions (FAQs)
Remote Expert Session Control (RESC) Questions
Step 4
Change the value of milliseconds to either “15000” or “20000”.
Step 5
Restart Tomcat.
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
SSH to the REM.
Step 2
Run the following command: vi /var/rem/reac/conf/reac.properties
Step 3
Find the entry “maximum_file_upload_size=50000000”, which is the default file size in bytes.
Step 4
Change the value. Note that the value is limited to the browser’s capability.
Step 5
Restart Tomcat.
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 Cisco
Remote Expert Manager 1.9 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).
Step 9
Click the Finish button to finish importing the data into Microsoft Excel.
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Appendix A
Frequently Asked Questions (FAQs)
Remote Expert Interactive Console (REIC) Questions
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
SSH to the REM server.
Step 2
Go to the /opt/apache-tomcat-7.0.23/webapps/ folder.
Step 3
Check if the following three folders have been created properly: docstore, images, and thumbnail
Step 4
If those folders do not exist, reinstall the default Francisco skin package. Refer to the “Install the Default
Francisco 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
Verify that the network is working properly.
Step 2
Check if the IEC’s Ethernet cable is securely connected.
Step 3
SSH to the REM server and check if the Tomcat server is up and running by executing the following
command: ps –ef|grep catalina
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
Available” message.
Step 1
Check if the codec is correct for the TP endpoint in the Kiosk tab of the REAC.
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Appendix A
Frequently Asked Questions (FAQs)
Remote Expert Interactive Console (REIC) Questions
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.
Figure A-14
Step 5
User Preferences Dialog Box
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.
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Appendix A
Frequently Asked Questions (FAQs)
Remote Expert Interactive Console (REIC) Questions
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.
Figure A-15
Multiple Call Settings
Q. In the UCCX environment, there are no call events detected by REM. How is this issue resolved?
A. Verify that the value of [IS_CCX] within the CCX Credentials section of the 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 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.
Figure A-16
Volume Properties in the IEM
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.
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Appendix A
Frequently Asked Questions (FAQs)
Remote Expert Interactive Console (REIC) Questions
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.
Figure A-17
VGA Cable with DDC Enabled
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
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.
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Appendix A
Frequently Asked Questions (FAQs)
Direct Connect Questions
Figure A-18
Step 3
Display Properties in the IEM
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. 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.
<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.
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Appendix A
Frequently Asked Questions (FAQs)
Direct Connect Questions
Step 5
Click Restart DC Server on the agent’s desktop.
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>
</setting>
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Appendix A
Frequently Asked Questions (FAQs)
Direct Connect Questions
<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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A P P E N D I X
B
RE-on-IServices
Revised: March 4, 2014, OL-30127-02
Appendix Overview
This appendix explains how to set up RE-on-IServices. RE-on-IServices is an extension of Remote
Expert that uses the I-Services platform. RE-on-IServices 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-on-IServices Overview, page B-1
– Hardware Required, page B-2
•
Cisco IEC Setup on the CUCM, page B-2
•
Configuring a SIP Policy in the IEM, page B-11
•
RE-on-IServices Configuration, page B-15
– Set Up the RE-on-IServices Environment, page B-15
– miniREIC Supporting Files, page B-19
– Integrating miniREIC into the I-Services Template, page B-20
– SIP and DC Call Flow, page B-21
– HA Proxy Server, page B-23
RE-on-IServices Overview
RE-on-IServices 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-on-IServices consists of the RE-Kiosk template and miniREIC.
1.
RE-Kiosk template: A sample HTML web application, which provides interactive contents.
2.
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.
Cisco Remote Expert Manager Installation Guide
B-1
Appendix B
RE-on-IServices
Cisco IEC Setup on the CUCM
Hardware Required
•
Kiosk Side:
– Cisco Interactive Experience Client (IEC)
– Cisco Precision HD camera
– Touchscreen
– Microphone
– External speaker if the touchscreen does not have a built-in speaker
Cisco IEC Setup on the CUCM
The Cisco 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.
Figure B-1
Step 2
CUCM Main Page
In the Cisco Unified CM Administration page, enter the proper credentials. Click the Login button.
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Cisco IEC Setup on the CUCM
Figure B-2
Step 3
From the Device drop-down menu, choose Phone.
Figure B-3
Step 4
Cisco Unified CM Administration Page
Device Drop-Down Menu
All the devices registered through the CUCM will be listed. Click Add New.
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Cisco IEC Setup on the CUCM
Figure B-4
Step 5
From the Phone Type drop-down menu, choose Third-party SIP Device (Advanced). Click Next.
Figure B-5
Step 6
Add New Button
Third-party SIP Device (Advanced) Phone Type
Within the Device Information area, enter the information detailed in the table below. Click Save.
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Cisco IEC Setup on the CUCM
Table B-1
IEC Device Information
Field
Value
MAC Address
MAC address of the IEC
Description
Use a description that easily identifies the phone
Note
Device Pool
This field automatically pulls the value entered in the MAC Address
field but this field can be modified.
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.
Figure B-6
IEC’s MAC Address
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Cisco IEC Setup on the CUCM
Figure B-7
Step 7
Device Information
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.
Figure B-8
User Management Drop-Down Menu
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Cisco IEC Setup on the CUCM
Step 8
Click Add New and enter the information provided in the table below. Click Save.
Table B-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
Figure B-9
User Information
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.
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Cisco IEC Setup on the CUCM
Figure B-10
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.
Figure B-11
Step 10
Add Successful Message
Select the IEC
On the Phone Configuration screen, choose Line [1] – Add a new DN within the Association
Information area.
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Cisco IEC Setup on the CUCM
Figure B-12
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.
Figure B-13
Step 12
Association Information Area
Directory Number Information
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.
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Cisco IEC Setup on the CUCM
Figure B-14
Step 13
Multiple Call/Call Waiting Settings
To link the DN to a desired user, go to the bottom of page and click Associate End Users.
Figure B-15
Associate End Users Button
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.
Figure B-16
List of Users
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Configuring a SIP Policy in the IEM
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.
Figure B-17
Step 17
Digest User Drop-Down Menu
Click Save, Apply Config, and Reset.
This Cisco 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.
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-on-IServices application. Then for each IEC SIP client, configure
sip.username and sip.password in the device’s profile.
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Configuring a SIP Policy in the IEM
Step 1
Log into the Cisco 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.
Figure B-18
Application Data Property
Step 5
Click the value field.
Step 6
In the Application data editor, click +.
Figure B-19
Step 7
Application Data Editor
Click key:value.
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Configuring a SIP Policy in the IEM
Figure B-20
Step 8
Key:Value in the Application Data Editor
Enter sip.domain in the key field.
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Configuring a SIP Policy in the IEM
Figure B-21
Key and Value Fields in the Application Data Editor
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 B-3
Note
Step 11
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.
Click Ok.
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Application Data Property Keys and Values
Appendix B
RE-on-IServices
RE-on-IServices Configuration
Figure B-22
Step 12
Entries in the Application Data Editor
Click Apply.
RE-on-IServices Configuration
There are five components for RE-on-IServices:
1.
RE-on-IServices environment
2.
miniREIC supporting files
3.
I-Services template
4.
SIP and DC call flow
5.
HA proxy server
Set Up the RE-on-IServices Environment
To set up the RE-on-IServices 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-on-IServices” 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-on-IServices.
– Accessibility option
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RE-on-IServices Configuration
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-on-IServices 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-on-IServices to work, it is better
to have the Reverse Proxy and Content servers on the same host server for system performance. The
REM 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 B-23
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-on-IServices Environment
Follow these steps to set up the RE-on-IServices environment:
Step 1
Create a new VM for Reverse Proxy and Content servers.
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RE-on-IServices Configuration
Step 2
Install Apache and PHP on the proxy server and verify its installation:
Note
Step 3
The Apache version should be version 2.2.22 or higher. The PHP version should be version
5.3.10-1 or higher.
a.
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 http://<proxy server IP>:<port>/phpinfo.php. You should see the PHP
information if it was installed properly.
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.
Figure B-24
e.
Listen Line
Add the following lines to the bottom of file:
#For RE-on-IServices
ProxyRequests Off
ProxyPass /resc http://<REM IP>/resc
ProxyPassReverse /resc http://<REM IP>/resc
<Location "/resc">
Order allow,deny
Allow from all
</Location>
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RE-on-IServices Configuration
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
RE-on-IServices application.
Step 5
Unzip the RE-on-Iservices.zip file to the /var/www/html/reOnIservices directory. It should create a
sub-folders called “v1”.
Step 6
Edit the RE-on-IServices 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:
service httpd start
Step 8
Create a policy for RE-on-IServices 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:
http://<proxy server IP>:<Port>/reOnIservices/v1/index.html
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RE-on-IServices
RE-on-IServices Configuration
Figure B-25
e.
Properties in an IEM Policy
Reboot the IEC 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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RE-on-IServices Configuration
Table B-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 I-Services Template
Figure B-26
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>
<!-- RE ON I-Service END -->
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RE-on-IServices Configuration
Note
Step 2
Import jQuery separately prior to importing the reic-mini-< RE Version >.js file.
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 B-27
RE-on-IServices 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-on-IServices SIP calls.
2.
The customer presses an Expert Type (i.e. Call) button on the RE-Kiosk template to register and
initiate a SIP call to the CUCM.
3.
CUCM connects the call to an originated DN (i.e. the agent DN).
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RE-on-IServices Configuration
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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RE-on-IServices Configuration
HA Proxy Server
Figure B-28
Architecture Overview
Configure the HA Proxy Server
Follow the below steps to configure the HA Proxy Server for both Node 1 and Node 2.
Step 1
If the Apache service is running, stop the service by issuing the following command:
service httpd stop
Step 2
Edit the Apache configuration by issuing the command:
vi /etc/httpd/conf/httpd.conf
Step 3
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
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RE-on-IServices Configuration
Step 4
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
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.
Note
Step 5
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 6
Save the file and exit the vi editor.
Step 7
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.
{
"poolingInterval" : "3000",
"sessionPoolingInterval" : "1000",
"isDCEnable": "true",
"rescURL" : "<Load Balancer Virtual IP>:<Port>"
}
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A P P E N D I X
C
Load Balancer Configuration
Revised: March 4, 2014, OL-30127-02
Appendix Overview
This appendix provides a working configuration for a load balancer.
Topics in this appendix include:
•
F5 Load Balancer, page C-1
F5 Load Balancer
The following is a working configuration for a F5 load balancer:
•
If the load balancer receives a REM response that falls in the range 200 to 399 (inclusive), the REM
node will be considered as live.
•
If the REM response is not received within 21 seconds (worst case scenario), the load balancer will
consider that the REM node is down.
Cisco Remote Expert Manager Installation Guide
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Appendix C
F5 Load Balancer
Figure C-1
F5 Load Balancer Configuration
Cisco Remote Expert Manager Installation Guide
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Load Balancer Configuration
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