Cisco Remote Expert Mobile Configuration

First Published: September 10, 2015

Introduction

Cisco Remote Expert Mobile (Remote Expert Mobile) is a software solution that enables personal and actionable customer interactions within mobile and web applications. These interactions range from simple click-to call to a complete voice, video, and Expert Assist customer engagement session interconnected to a full contact center environment.

This page provides configuration information for Remote Expert Mobile configuration in a Cisco Unified Contact Center Enterprise (Unified CCE) environment.

The intended audience should be familiar with Cisco Collaboration products and be able to perform system-level configuration of Cisco Collaboration components and deployments.

The configuration information is based primarily on system testing performed on Unified CCE during Cisco Collaboration Systems Release 11.0(1).

This topic does not contain detailed step-by-step procedures. For detailed information about installing, configuring, and administering Cisco Unified Communications Manager (Unified Communications Manager), Unified CCE, or Cisco Unified Border Element (CUBE) refer to respective product documentation.

Design

For information on design considerations and guidelines for deploying Remote Expert Mobile:

Cisco Remote Expert Mobile Design Guide

Topologies

This section provides information about Remote Expert Mobile in a Unified CCE environment.

For information on specific deployments and sites where Remote Expert Mobile testing was performed, see Cisco Unified Contact Center Enterprise Test Bed for Collaboration Systems Release 11.0(1).

Figure 1. Collaboration Systems Release 11.0(1): Unified CCE Test Architecture

Component Deployment

During Cisco Collaboration Systems Release 11.0 testing, various components were installed and tested.

■        Remote Expert Mobile: 10.6.1.10000-8

■        Cisco Unified Communications Manager (Unified Communications Manager): 11.0(1)

■        Unified CCE: 11.0(1)

■        Cisco Finesse: 11.0(1)

■        Cisco Unified Customer Voice Portal (Unified CVP): 11.0(1)

■        OS: Win 7 Ent Sp1, Win 8.1

■        Opera 30.0.1835.88, Chrome 43.0.2357.124m, Mozilla Firefox Firefox 37.0.2/38, IE 11.0.9600.17843

■        Cisco IOS: 15.5(2.25)M0.5

Call Flow Diagram

The following is a graphical representation of Remote Expert Mobile call flow in a Unified CCE environment.

Figure 2. Remote Expert Mobile Call Flow

Configuration

This section provides the high-level tasks and related information for configuring Remote Expert Mobile in a Unified CCE environment.

The following table provides this information:

■        Configuration Tasks: List of high-level configuration tasks

■        System Test Specifics: System test variations from procedures and settings documented in the product documentation.

■        More Information: Links to product documentation for detailed configuration information related to the high-level tasks.

Note: Default and recommended values specified in the product documentation were used during system testing, unless otherwise noted in the System Test Specifics column.

Table 1. Remote Expert Mobile Configuration

 

CUBE Configuration

This configuration is for a basic audio or video call through CUBE with audio and video recording using MediaSense. In this configuration, all the dial-peers are bound to the internal network. The bold lines are specific to Remote Expert Mobile in the SIP section.

MediaSense for Video Recording Configuration

1.       Sign in to the MediaSense administrator page.

2.       To configure MediaSense for video recording, choose Administration > Incoming call configuration > Add.

3.       In the Address field, enter 4000 (the media-recording parameter from the CUBE configuration).

4.       From the Action drop-down list, choose Record audio and video.

Sharing of Contextual Information Configuration

1.       On the iPad, under Settings > Remote Expert Mobile > User To User Information > Platinum Member, configure the information to be passed.

2.       On the Expert Assist Web Console, set the Anonymous Consumer Access > Trusted and save the changes.

3.       On the CUBE-E, enable pass-thru headers unsupp in SIP Section.

4.       On Unified CVP Call Server in OAMP, configure the SIP header as User-to-User and deploy the Unified CVP Server.

5.       In Unified CCE Routing Script, write a custom function to change the Hexadecimal to a string and pass the Call.SIPHeader to that custom function. Assign the same to an agent call variable (for example, Call.PeripheralVariable1).

Note: If you assign Call.SIPHeader to an Agent Peripheral Variable, only the Hexadecimal Value displays in the Cisco Finesse UI while validating Contextual Information passed from Customer in Agent UI. Case in progress.

iPad Sample Assist Application Installation

Follow these steps to download and install Sample Assist Application in iPad.

1.       In Chrome Browser, download and install Remote Expert Mobile.

2.       Press Remote Expert Mobile Application.

3.       From the Untrusted Application Developer dialog box, press Trust.

URL and Document Push Configuration

1.       Sign in as Expert Assist supervisor using the URL: https://<REASclusteraddress>:8443/expertassist/supervisor/

2.       For URL push:

a.       Add a new URL category.

b.       Add a new URL with type Link.

c.        Enter Description and the HTTP or HTTPS URL.

Note: This URL must be accessible from the laptop.

3.       For document push:

a.       In the supervisor console, enter the URL: https://REAS_FQDN:8443/assist-cisco-resourcemanager/documents/example-abstract.pdf

b.        From the Type of URL drop-down list, choose Document.

Test Remote Expert Mobile Configuration

1.       For an external call, register the customer laptop to the internet network (for example, 192.168.194.x) and then open the assist sample page, using the URL: https://<RevProxyInternetIP>/assistsample/?agent=sip:<DN>@<CUBEIP>

2.       For an internal call, register the customer laptop to the data center network (for example, 10.14.0.x) and then open the assist sample page, using the URL: https://<REASclusteraddress>:8443/assistsample/?agent=sip:<DN>@<CUBEIP>

3.       To call, click the assistsample button and answer the call from Cisco Finesse Agent Desktop.

4.       To co-browse, click Expert Assist and Start Co-browse.

Related Documentation

■        Cisco Remote Expert Mobile Design Guide

■        Cisco Remote Expert Mobile Installation and Configuration Guide

■        Cisco Contact Center Solutions and Unified Communications Manager Solution Configuration Guide for Remote Expert Mobile

■        Troubleshooting Remote Expert Mobile

■        FCSDK With Nginx

■        System Release Notes for Contact Center: Cisco Collaboration Systems Release 11.0(1)

■        For information on the IOS commands used to configure infrastructure components, see Configuration Command Files for Unified CCE.

Obtaining Documentation and Submitting a Service Request

For information on obtaining documentation, using the Cisco Bug Search Tool (BST), submitting a service request, and gathering additional information, see What’s New in Cisco Product Documentation at: http://www.cisco.com/c/en/us/td/docs/general/whatsnew/whatsnew.html.

Subscribe to What’s New in Cisco Product Documentation, which lists all new and revised Cisco technical documentation, as an RSS feed and deliver content directly to your desktop using a reader application. The RSS feeds are a free service.

 

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