Remote Expert Agent Desktop (READ)

Remote Expert Agent Desktop (READ)
CH A P T E R
1
Remote Expert Agent Desktop (READ)
September 23, 2015
Chapter Overview
Topics in this chapter include:
•
“READ Overview”
•
“How to Use READ”
– “Cisco CAD Toolbar”
– “Not Ready for Calls (Not Ready State)”
– “Ready for Calls (Ready State)”
– “Receive a New Call (Reserved State)”
– “Answer a Call (Answer State)”
– “Disconnect a Call (Dropped State)”
– “Log Out of READ (Logout State)”
READ Overview
The Remote Expert Agent Desktop (READ) solution makes it easier for remotely-located experts or
agents of an enterprise to collaborate with customers who are visiting a branch office of the enterprise.
READ allows them to share documents and stream media files to a Remote Expert Interactive
Applications Control (REIC), located at a branch office. The remote experts can also save session
information for future reference when they assist the customer again.
READ includes the ability for the remote expert to do the following:
•
Add customer records
•
Take private or public notes for future reference
•
Reference previously saved notes
•
Stream video to a REIC at a branch
•
Stream a selected on hold video to a REIC at a branch when the call is put on hold
•
Preview selected videos
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How to Use READ
•
View the status of the video being streamed
•
Preview selected documents
•
Preview documents from a local file system
•
Print remotely at a branch printer connected to an IEC and view the status of the print job
•
Share applications via a peer-to-peer connection
•
Access LongPen tablets
•
Provide session feedback
•
Use a document camera
•
Scan documents at the branch
•
Capture signatures
How to Use READ
Cisco CAD Toolbar
The expert should be familiar with the following buttons within the Cisco CAD toolbar:
•
Answer
•
Call-on-hold
•
Login
•
Ready
•
Not ready
Not Ready for Calls (Not Ready State)
When a remote expert launches the CAD client software, the CAD screen shows the state of the CAD in
the upper left corner.
The Not Ready button appears with an orange background on the CAD toolbar to indicate the state of
the call.
Ready for Calls (Ready State)
When a remote expert clicks the Ready button (the green traffic light icon on the toolbar) to begin
accepting calls from customers, the READ welcome page displays.
Receive a New Call (Reserved State)
When the remote expert receives a new incoming call, the remote expert’s state will change to reserved.
In the reserved state, the main page of READ will appear.
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Answer a Call (Answer State)
When the remote expert clicks the Answer/Drop button on the toolbar, the Direct Connect dialog box
appears over the CAD window.
Note
When the Direct Connect application displays in the remote expert’s active window, data sharing is
disabled by default. See Chapter 3 for more information.
The call state events are displayed at the bottom of the screen and include the remote expert’s user id,
the dialed number, and the state.
Disconnect a Call (Dropped State)
When a remote expert finishes a call with the customer, the remote expert clicks the Answer/Drop
button to disconnect the call.
The Direct Connect application closes and the web page shows that the call was disconnected and the
expert returns to ready state. This is known as the dropped state.
Log Out of READ (Logout State)
Click the Login/Logout button to log out of READ. This is known as the logout state.
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