Cisco Web Collaboration Option

Cisco Collaboration Server Q&A

Q & A

Cisco Collaboration Server

Q. What collaboration features are available to participants in a collaboration session?

A. Single-Session:

1. PageShare

2. FrameShare

3. Follow-Me Browsing

4. FormShare

5. Text Chat

6. ScriptShare (agent only)

7. AppShare (application sharing)

8. Whiteboarding.

Q. What is PageShare?

A. PageShare is the ability for a participant in a collaboration session to share to the other participant(s) the Web page that they are currently viewing. This is done simply by pushing the PageShare button available on both the agent and caller control panels.

Q. What is FrameShare?

A. Cisco Collaboration Server supports sharing complex Web content, including framed Web pages out of the box via Cisco CS' FrameShare feature. FrameShare is the ability to share to a participant only the contents of a particular frame, rather than redrawing the entire frame set. There is no FrameShare button, Cisco CS detects changes in the browser beyond the top level URL to provide this capability.

Q. What is Follow-Me Browsing?

A. Follow-Me Browsing is essentially automatic PageShare. When activated, it causes every page visited to be automatically shared to the other participant(s), without the need to push a button. An agent enables Follow-Me Browsing by clicking on an icon within the Cisco CS single-session agent interface. This enables the agent to click on links on pages displayed in the agent's Shared View and have the caller follow along. Follow-Me Browsing allows an agent to guide a customer through the Web site quickly and easily, with the added benefit of teaching the customer how to use the site effectively and to find answers to future inquiries without the assistance of an agent.

Q. What is FormShare?

A. FormShare enables the agent and customer to dynamically share Web-based form content. Common uses include providing assistance in filling out complex on-line applications, order forms, and other e-commerce related forms. Either the agent or the customer can enter information into a form; the information is shared from one browser to the other at the click of the FormShare button. Sharing forms enables customers to complete complex transactions with the live assistance of an agent.

Q. What is Text Chat?

A. Text Chat enables an additional communication channel between agent and customer, either as the primary means of communication (instead of voice), or as a means of asking or replying to certain questions providing certain information (such as the spelling of a name, address, etc.). Text Chat enables you to provide Web-based customer service to customers who prefer to communicate via chat or who may only have a single phone line at home. A customer browsing the Web can request a chat session by clicking on a live help or "chat" button on a Web site.

Q. What is ScriptShare?

A. ScriptShare is the ability to perform PageShare, FrameShare, and Text Chat from an agent script. It allows Cisco CS administrators to easily build HTML-defined scripts ranging from detailed, logic-based scenarios for complex calls to overview scripts designed to serve as general call guides. Agents simply point-and-click on links within a script to deliver Web pages, chat text, or files to the remote customer's browser. ScriptShare is only available to the agent.

Q. What is AppShare?

A. Cisco Collaboration Server's Application Sharing feature allows customers and agents to share any Windows application running on either the customer's or the agent's desktop. The only requirement for Application Sharing is an appropriate Java-enabled browser. The agent can share applications on his/her desktop by choosing from a drop down menu of any application open and running on the desktop. Application Sharing can be either one-way or two-way, depending on the customer need. The agent decides whether or not to allow the customer to have full access to share the application. Application Sharing is performed entirely over HTTP, and only one person in the collaboration session actually needs to have the application running on their system to share it with others.

Q. What is Whiteboarding?

A. Whiteboarding allows collaboration session participants to draw freehand diagrams that can be shared with other session participants. The users can collaboratively draw lines, boxes, circles, and the like on a white background or on an image. The whiteboard palette can be extended to include unique icons or images (such as PCs, servers, special pointers, logos, etc.) that may be placed and moved anywhere on the selected image. ScriptShare can be used to activate whiteboarding with a specific image as the background or the basic whiteboard function can be activated from the Sharing Tab of the Agent's user interface.

Q. Does the Cisco Collaboration Server work through corporate firewalls?

A. Yes. Since Cisco CS uses only HTTP or HTTPS as its communication mechanism, and HTTP is a known, safe, and trusted protocol, corporate firewalls allow Cisco CS communications to pass through without any problems.

Q. Are chat and formshare secure?

A. Chat and formshare can use standard HTTP, or they can use SSL (HTTPS) to make them secure. Once the Cisco CS server has been enabled for SSL, all communication between it and the agent and caller clients will be encrypted.

Q. Can a collaboration session be transferred to another agent?

A. Yes. If Cisco CS is integrated with the optional Cisco Media Blender, it is possible for the agent to transfer the Web session (even if it's chat) over to another agent, simply by transferring the call on their phone as they do today. Without integration with the Cisco Media Blender, to transfer a session, the receiving agent actually needs to join the session that is currently in progress.

Q. What are Remote Control capabilities for agents?

A. Remote control allows the agent to push buttons on the caller's control panel for them, whether or not these buttons are visible to the caller. This allows the agent to retrieve information from the caller without having to train the caller on how to do it him or herself. The caller functions that are exposed to the agent are PageShare, FormShare, follow-me on/follow-me off, and Application Sharing.