Cisco Remote Expert Manager Agent s Workstation Setup Guide

Cisco Remote Expert Manager Agent s Workstation Setup Guide Release 1.9.5 July 7, 2015 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 guide is intended primarily for those who will set up and configure agents workstations for Remote Expert Agent Desktop (READ) or eread. Topics in this guide include: READ, page 2 READ Overview, page 2 READ Requirements, page 2 Cisco Agent Desktop, page 3 eread, page 4 eread Overview, page 4 eread Requirements, page 4 Cisco Finesse, page 5 Direct Connect Installation and Configuration, page 5 Prerequisite Installation Procedures, page 5 Installing Java SDK and JRE, page 6 Setting JAVA_HOME Environment Variables, page 6 Updating Path Variable to Include JAVA_HOME, page 7 Installing Microsoft.NET Framework 4, page 8 Installing Microsoft Visual Studio 2010 Runtime Library, page 8 1

READ Installing Direct Connect, page 9 Creating Desktop Shortcut for the Direct Connect Application, page 14 Verifying Installation of Direct Connect, page 15 Configuring Direct Connect, page 15 Obtaining Direct Connect Logs, page 17 Document Camera Application Installation and Configuration, page 18 Prerequisite Installation Procedures, page 18 Installing Java JRE, page 18 Setting JRE_HOME Environment Variables, page 18 Setting Path Variable to Include JRE_HOME, page 19 Installing VLC Player, page 20 Obtaining Document Camera Application File, page 20 Installing Document Camera Application, page 21 Re-Configuring REM Server IP Address, page 27 Creating Desktop Shortcut for Document Camera Application, page 28 Obtaining Document Camera Logs, page 29 VNC Co-browsing, page 29 Prerequisite Installation Procedures, page 30 Installing Java JRE, page 30 Enabling Java Content and Setting Java Security, page 30 Hiding Java Console and Security Verification Warning, page 32 READ 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 Requirements READ loads within the Cisco Agent Desktop (CAD) application s integrated browser and works in conjunction with Direct Connect, the add-on application installed on a Windows workstation. Thus, READ requires the following applications to be installed on the remote expert s workstation: 1. Cisco Agent Desktop with Integrated Browser (Premium) 9.0 version 2. Adobe Acrobat Reader 9 or later 2

READ 3. Adobe Flash Player 9 or later 4. Direct Connect 1.x Cisco Agent Desktop Cisco Agent Desktop (CAD) supports the following operating systems: 32-bit Microsoft Windows 7 Professional, Enterprise, and Ultimate 64-bit Microsoft Windows 7 running the Windows 32-bit on Windows 64-bit (WoW64) emulation layer CAD includes work flow configuration and administration that enables administrators to configure and maintain the appearance and behavior of CAD. READ uses the voice contact work flow configuration to display relevant web pages to the remote expert based on call events. Voice contact work flows manage remote expert activity based on voice call events. Once a call is classified, it is further filtered according to events, rules, and actions. Figure 1 Voice Contact Work Flows Flow Chart A voice contact work flow could be set up as follows: 1. A call comes into the contact center and is routed to a remote expert in the Ready state. 3

eread 2. The voice contact classification filter determines which work flow to select. It examines the inbound call s enterprise data (original dialed number) and determines that it is a call for Product A technical support and thus meets the data conditions of Work Flow 1. The call is now subject to the second layer of filtering set up in Work Flow 1. 3. Work Flow 1 states that any ringing event on the Product A support line triggers an HTTP action. This action takes the customer-entered account information from the Interactive Voice Response (IVR), which is part of the call s enterprise data and opens a web page in the Cisco Agent Desktop s integrated browser that displays the customer s account information to the remote expert. 4. The remote expert answers the phone call and is ready to assist the customer. 5. When the remote expert disconnects the call after serving the customer, a different web page is displayed such as a check list of actions for the remote expert to follow after every call. The user and installation guides for the CAD are available from the following links: Cisco Agent Desktop User Guide: http://www.cisco.com/en/us/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/g uide/cad85ccxug-cm.pdf Cisco CAD Installation Guide: http://www.cisco.com/en/us/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/install ation/guide/cad85ccxig-cme.pdf For more information on work flow administration, refer to the Cisco Desktop Administrator User Guide: http://www.cisco.com/en/us/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/g uide/cda85ccxug-cme.pdf eread eread Overview Just like READ, eread allows remote experts to share documents and stream media files to a REIC located at a branch office. eread Requirements eread uses Cisco Finesse, which is a web-based agent and supervisor desktop for UCCE. Agents use their browser to access eread. eread requires the following applications: 1. Cisco Finesse 9.1(1) 2. Adobe Acrobat Reader 9 or later installed on the agent s workstation 3. Adobe Flash Player 9 or later installed on the agent s workstation 4. Direct Connect 1.x installed on the agent s workstation 5. Firefox 24 and above for Windows 7 and Mac OS 4

Direct Connect Installation and Configuration Note The Chrome browser is not supported. Cisco Finesse For release 1.9.x, RE allows customers to use Cisco Finesse for agents desktops instead of CAD. Cisco Finesse integrates traditional contact center functions into a thin-client desktop. Cisco Finesse is the next-generation agent and supervisor desktop for Cisco Unified Contact Center Enterprise providing easy access to the applications and information required by customer service organization through a customizable web-based interface. A critical characteristic is that every desktop is 100% browser-based and implemented through a Web 2.0 interface so no client-side installations are required. Cisco Finesse 9.1(1) Installation and Getting Started Guide: http://www.cisco.com/en/us/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_911/ins tallation/guide/cfin_bk_ufd3a6da_00_installation-and-getting-started-911.pdf Cisco Finesse 9.1(1) Administration and Serviceability Guide: http://www.cisco.com/en/us/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_911/us er/guide/cfin_bk_f271b138_00_finesse-admin-and-serviceability-911.html Cisco Finesse 10.0(1) Installation and Upgrade Guide: http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_100 1/installation/guide/CFIN_BK_CDE1E024_00_cisco-finesse-installation-and-upgrade.pdf Cisco Finesse 10.0(1) Administration Guide: http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_100 1/user/guide/CFIN_BK_CF7BB5C7_00_cisco-finesse-administration-1001.pdf Direct Connect Installation and Configuration This section contains detailed information about installing the Direct Connect (DC) application on agents workstations. DC is used by the agents to share their desktop with customers. Prerequisite Installation Procedures Before installing Direct Connect, do the following: 1. Install Java SDK and JRE 2. Set the JAVA_HOME environment variables 3. Update the path variable to include JAVA_HOME 4. Install the Microsoft.NET Framework 4 5. Install the Microsoft Visual Studio 2010 Runtime Library 5

Direct Connect Installation and Configuration Installing Java SDK and JRE A version of the Apache Tomcat Server is installed during the installation of PureWeb SDK. For the Apache Tomcat Server to function, both Java SDK 1.6 and JRE 1.6 are required. To install both the Java SDK 1.6 and JRE 1.6, follow the instructions to install the jdk-6u21-windows-i586.exe file on Microsoft Windows 7. Setting JAVA_HOME Environment Variables To set the JAVA_HOME environment variable to the root of the Java SDK installation directory, follow these steps: Step 3 Step 4 Step 5 Step 6 Choose Control Panel > System > Advanced system settings. Click Environment Variables. Click New in the System variables area. Enter JAVA_HOME in the Variable name field. Enter the path to your Java SDK in the Variable value field. Click OK to save your changes. The figure below illustrates the six steps used to set the JAVA_HOME environment variable. 6

Direct Connect Installation and Configuration Figure 2 Setting the JAVA_HOME Environment Variable Tip The default installation directory of the JDK 6 Update 21 for Windows is C:\Program Files(x86) \Java\jdk1.6.0_21. Updating Path Variable to Include JAVA_HOME To update the Path variable to include JAVA_HOME, follow the steps below: Step 3 Step 4 Step 5 Choose Control Panel > System > Advanced system settings. Click Environment Variables. Select the path variable in the System Variable section. Click Edit. Add the following to the Variable value string: %JAVA_HOME%\bin; Note A semicolon (;) must separate each entry in the value string. Step 6 Click OK to save the changes. 7

Direct Connect Installation and Configuration The figure below illustrates the six steps used to update the path environment variable. Figure 3 Updating the Path Environment Variable Installing Microsoft.NET Framework 4 To download and install the Microsoft.NET Framework 4, follow these steps: Step 3 Navigate to http://www.microsoft.com/download/en/details.aspx?displaylang=en&id=17851. Click Download. Follow the instructions to download the Microsoft.NET Framework 4 (Web Installer). Installing Microsoft Visual Studio 2010 Runtime Library To install the Microsoft Visual Studio 2010 Runtime Library, follow the steps below: Navigate to http://www.microsoft.com/download/en/details.aspx?id=5555. Click Download. 8

Direct Connect Installation and Configuration Step 3 Follow the instructions to download the Microsoft Visual Studio 2010 Runtime Library. Installing Direct Connect To install Direct Connect using the installation wizard, follow these steps: Insert the Direct Connect CD. Click the Direct Connect executable file on the CD to launch the installation wizard. Figure 4 Contents of Direct Connect CD Step 3 On the Welcome screen of the Direct Connect Setup Wizard, click Next. 9

Direct Connect Installation and Configuration Figure 5 Welcome Dialog Box Step 4 Review the terms of the License Agreement. Click the I accept the terms of the License Agreement radio button. 10

Direct Connect Installation and Configuration Figure 6 License Agreement Step 5 Step 6 Click Next. Click Browse to choose the location of the installation. 11

Direct Connect Installation and Configuration Figure 7 Installation Location Note The default installation directory for Direct Connect is C:\CSI\DirectConnect. Warning Step 7 The installation directory path cannot contain any spaces. Changing the default installation directory to C:\CSI\Direct Connect will result in a File Not Found Exception. Click Install to start the installation. The Direct Connect Installing screen appears. 12

Direct Connect Installation and Configuration Figure 8 Direct Connect Installing Screen Step 8 When the installation is complete, click Next. The installation confirmation screen confirms that installation was successful (see figure below). 13

Direct Connect Installation and Configuration Figure 9 Confirmation of Installation Step 9 Restart Microsoft Windows. Creating Desktop Shortcut for the Direct Connect Application Direct Connect will not automatically launch when using eread. It is advised that a shortcut for Direct Connect is created on the agents desktops so that they can quickly launch it when they need it during a call. Go the folder where the application was installed: C:\CSI\DirectConnect\bin\DirectConnect Right-click the DirectConnect.exe file and choose Create shortcut. Figure 10 Create Shortcut Step 3 Drag the shortcut to the agent s desktop. 14

Direct Connect Installation and Configuration Step 4 Rename the shortcut (e.g. Direct Connect ) so that the agent can easily find it during a session. Verifying Installation of Direct Connect To verify that the installation is correct and complete, follow these steps: Navigate to C:\CSI\DirectConnect. Confirm that your directory structure includes the folders seen in the figure below. Figure 11 Direct Connect Directory Structure Step 3 Step 4 Step 5 Step 6 Navigate to your desktop and confirm that the Direct Connect and the Restart DC Server icons are visible. If the Direct Connect icon is missing, navigate to C:\CSI\DirectConnect\bin\DirectConnect and create a desktop shortcut for DirectConnect.exe. Navigate to C:\CSI\DirectConnect\bin\DirectConnect. Open the DirectConnect.exe.config file. Edit the REM_IP value of the cv_service_url as seen in the example below: <DirectConnect.Properties.Settings> <setting name="cv_service_url" serializeas="string"> <value>http://rem_ip/resc/services/virtualagentservices.virtualagentserviceshttpso ap11endpoint/</value> </setting> Note The URL entered for the value must use http instead of https since DC does not support HTTPS. Step 7 Step 8 Step 9 Save the file before closing. Click Restart DC Server on desktop. Click the Direct Connect icon on the desktop to ensure that the application starts. Upon starting the application, it asks the user to enter the expert DN. Use a valid DN to start DC. Configuring Direct Connect In order to set configuration options for DC, follow these steps: Navigate to C:\CSI\DirectConnect\bin\DirectConnect\. 15

Direct Connect Installation and Configuration Step 3 Open the RemotingService.exe.conf file. Edit the file based on the information in the table below. Table C-1 Direct Connect Configuration Options Option Name Description Valid Values ImageFormatIsJpeg Allows you the option of using tiling or JPEG True - Use JPEG False - Use Tiles Default - False ImageMinQuality Allows you to set the JPEG encoding value Min - 1 Max - 100 Default - 10 ImageMaxQuality Allows you to set the JPEG encoding value Min - 1 Max - 100 Default - 85 ImageLowBandwidthWidth Allows you to set the width of the lowest possible resolution image Integer value greater than 1 Default - 528 ImageLowBandwidthHeight Allows you to set the height of the lowest possible resolution image Integer value greater than 1 Default - 384 ImageDynamicQuality Allows you the option of True - Enable interactive mode dynamically toggling interactive False - Disable interactive mode mode Default - True ClientDisplayStatus Allows you the option of displaying bandwidth and fps on the client True - Show bandwidth & fps False - Hide bandwidth & fps Default - False ImageMaxBitRate Allows you to set the allocated bandwidth, measured in MBps. Increase this value to use more Positive float Default - 0.4 bandwidth, resulting in a higher quality session. BitRateBufferFactor Allows you to set the size of the client cache used in determining the overall quality Positive float Default - 4 ImageAcquisitionIntervalMillis Allows you to set how often to capture screen in milliseconds Min - 16 (60 fps) Max - 1000 (1 fps) Default - 200 (5 fps) 16

Direct Connect Installation and Configuration Step 4 Save the file before closing it. Obtaining Direct Connect Logs Administrators can obtain Direct Connect logs from the agent s workstation to help troubleshoot any issues related to the Direct Connect application. Follow these steps to obtain the Direct Connect logs: Step 3 Step 4 Step 5 Make sure agent s workstation time matches the REM server s time. Go to C:\CSI\DirectConnect\bin\DirectConnect. Find DirectConnect.log. Go to C:\CSI\DirectConnect\Server\tomcat\logs. Find the updated logs. The figure below illustrates the logs to obtain. Figure 12 Direct Connect Logs 17

Document Camera Application Installation and Configuration Document Camera Application Installation and Configuration Prerequisite Installation Procedures Before installing Document Camera Application, do the following: 1. Install Java JRE version 7 update 67 2. Set the JRE_HOME environment variables 3. Set the path variable to include JRE_HOME 4. Install VLC player 2.1.3 Installing Java JRE Note The Document Camera application works only if both the JRE and VLC player are of same bit size, i.e., 64-bit JRE and 64bit VLC player or 32bit JRE and 32-bit VLC. Follow the instructions to install JRE jre-7u67-windows-i586.exe and VLC player 2.1.3 on Microsoft Windows 7. Setting JRE_HOME Environment Variables To set the JRE_HOME environment variable, follow these steps: Step 3 Step 4 Step 5 Step 6 Choose Control Panel > System > Advanced system settings. Click Environment Variables. Click New in the User variables area. Enter JRE_HOME in the Variable name field. Enter the path to your Java JRE in the Variable value field. Click OK to save your changes. The figure below illustrates the six steps used to set the JRE_HOME environment variable. 18

Document Camera Application Installation and Configuration Figure 13 JRE_HOME Environment Variable Setting Path Variable to Include JRE_HOME To update the Path variable to include JRE_HOME, follow the steps below: Step 3 Step 4 Step 5 Choose Control Panel > System > Advanced system settings. Click Environment Variables. Click New in the User Variable area. Enter Path in the Variable name field. Enter the following to the Variable value string: %JRE_HOME%\bin;%Path% Note A semicolon (;) must separate each entry in the value string. Step 6 Click OK to save the changes. The figure below illustrates the six steps used to update the path environment variable. 19

Document Camera Application Installation and Configuration Figure 14 JRE_HOME Path Variable Installing VLC Player To download and install the VLC player 2.1.3, follow these steps: Navigate to http://download.videolan.org/pub/videolan/vlc/2.1.3/win32/vlc-2.1.3-win32.exe. Click Save. Step 3 Follow the instructions to download and install the VLC player 2.1.3. Obtaining Document Camera Application File If you have administrator access to the Remote Expert Administration Console (REAC), follow these steps to obtain the file for the document camera snapshot application: Click the Download Snapshot Capture tab. 20

Document Camera Application Installation and Configuration Figure 15 Download Snapshot Capture Tab In the dialog box, choose the Save File radio button and then click OK to save the snapshotapp-dist.zip file to the agent s desktop. Figure 16 snapshotapp-dist.zip Installing Document Camera Application Follow these steps to install the application for the document camera on the agent s desktop: Unzip the snapshot-dist.zip file. Double-click the snapshotapp-installer.jar file. The Snapshot Capture Installer Wizard opens. 21

Document Camera Application Installation and Configuration Figure 17 Snapshot Capture Installer Wizard Step 3 Step 4 Click Next. If you have not installed the VLC player, do that now. Click Next. 22

Document Camera Application Installation and Configuration Figure 18 VLC Player Screen Step 5 Select a directory or use the default directory. Click Next. 23

Document Camera Application Installation and Configuration Figure 19 Installation Directory Screen Step 6 If prompted whether to create a directory, click Yes. Figure 20 Create a Directory Confirmation Dialog Box Step 7 Select the installation folder of the VLC player. 24

Document Camera Application Installation and Configuration Figure 21 Configuration Screen Step 8 Step 9 Select the directory where the snapshots should be saved. Enter the REM server s IP address in the REM Host Address field. Note The REM Host Address field does not accept host names. 0 1 2 Enter the port number 8443 in the REM Port field. Click Next. Review the configuration. If it is correct, click Next. If it should be modified, click Back. 25

Document Camera Application Installation and Configuration Figure 22 Verify Configuration Screen 3 Click Install. 26

Document Camera Application Installation and Configuration Figure 23 Install Button 4 When the Finished message appears, click OK. Figure 24 Finished Message 5 6 Click Exit. Restart Microsoft Windows. Re-Configuring REM Server IP Address The IP address was configured during installation. You should re-configure the REM server IP address to avoid re-installation of the application later if the IP address of REM server changes. Go to the directory where the application files were installed. 27

Document Camera Application Installation and Configuration Step 3 Open the conf folder. Open the camera.properties file with Notepad. Figure 25 camera.properties File Step 4 Step 5 Step 6 Step 7 Replace the REM server s IP address with the actual IP address of the REM server that you are using. Enter 8443 for the RemPort. Save the changes. Close the file. Creating Desktop Shortcut for Document Camera Application Creating a desktop shortcut for the application will allow the agent to open the application quickly during a session. Go the folder where the application was installed. 28

VNC Co-browsing Figure 26 Snapshot Capture Files in Directory Right-click the snapshotapp.jar file and choose Create shortcut. Figure 27 Create Shortcut Button Step 3 Step 4 Drag the shortcut to the agent s desktop. Rename the shortcut (e.g. RE Document Camera ) so that the agent can easily find it during a session. Obtaining Document Camera Logs Administrators can obtain the Document Camera logs from the agent s workstation to help troubleshoot any issues related to the Document Camera application. Follow these steps to obtain the Document Camera logs: Go to C:\Users\Agent\Desktop\SnapshotCapture\logs. Find camera.log. Note Directory may be different depending on the Document Camera application s location. VNC Co-browsing Co-browsing allows the agent to view the customer s screen so they can assist customers by navigating the application, completing transactions, or filling out forms. With VNC co-browsing, the customer still has the ability to control the application if the customer desires. 29

VNC Co-browsing Prerequisite Installation Procedures Before an agent can start using VNC Co-browsing in READ or eread, do the following: 1. Install Java JRE version 7 update 67 2. Enable Java content and set Java security in the Control Panel 3. Hide the Java console and the security verification warning Installing Java JRE Follow the instructions to install JRE jre-7u67-windows-i586.exe on Microsoft Windows 7. Note Skip this step if jre-7u67-windows-i568.exe has already been installed for the document camera (see the Installing Java JRE sub-section of the Document Camera Application Installation and Configuration section of this document). Enabling Java Content and Setting Java Security Java content must be enabled on the agent s workstation in order for the agent to use the VNC Co-browsing feature. To enable Java content and set Java security in the Control Panel of your workstation, follow these steps: On your workstation, choose Control Panel > Programs > Java. 30

VNC Co-browsing Figure 28 Java Button Click the Security tab. 31

VNC Co-browsing Figure 29 Security Tab Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Check the Enable Java content in the browser check box. Set the Security Level to High. Click the Edit Site List button. Click Add. Enter https://rem_ip:8443/read/desktoppage where REM_IP is the IP address for the REM server. For example, https://172.25.26.141:8443/read/desktoppage. Click OK to save your changes. Hiding Java Console and Security Verification Warning Follow these steps to hide the Java console and the security verification warning: 32

VNC Co-browsing Choose Control Panel > Java > Advanced. Go to the Java console section and choose the Hide console radio button. Figure 30 Hide Console Radio Button Step 3 Go to the Mixed code (sandboxed vs. trusted) security verification section and choose the Enable hide warning and run with protections radio button. Figure 31 Enable - Hide Warning and Run with Protections Radio Button Step 4 Step 5 Click OK to save your changes. Restart Microsoft Windows. 33

VNC Co-browsing 34