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Direct Connect
Direct Connect is used to collaborate with the customer at the remote branch. The administrator can
configure the solution so that the Direct Connect dialog box appears automatically when the remote
expert clicks the Answer button in the Cisco Agent Desktop. Configuring Direct Connect to
automatically appear when the remote expert answers a call saves the remote expert time searching for
the application. The Direct Connect application can also be configured to close automatically when the
call is disconnected. Either configuration can be disabled, if needed.
Direct Connect requires the following to be installed on the remote expert’s workstation:
•
Java SDK 1.6
•
JRE 1.6
Note
If the Snapshot Capture application will also be installed, then the agent should install JRE
7 instead of JRE 6.
•
Microsoft .NET Framework 4
•
Microsoft Visual Studio 2010 Runtime Library
See Appendix C for Direct Connect installation instructions.
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
The CAD includes work flow configuration and administration that enables administrators to configure
and maintain the appearance and behavior of the 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.
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Figure 1-2
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.
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
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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
READ States
The remote expert’s CAD can be configured to display different READ web pages. The following READ
web pages and their URLS should be configured:
Table 1-1
HTTP
Action /
Action
Name
Protocol Host
Port
Path
Request Data
Name
Request Data Value
Request Data
Value Type
Answered
https
REM IP
8443
read/desktoppage
agentDn
LOCAL_PHONE_EXT DataField
calling
Calling#
DataField
Dropped
https
REM IP
8443
read/Common.jsp
agentDn
LOCAL_PHONE_EXT DataField
request
disconnect
UserDefined
Not Ready
https
REM IP
8443
read/Common.jsp
agentDn
LOCAL_PHONE_EXT DataField
request
welcome
UserDefined
state
0
UserDefined
Ready
https
REM IP
8443
read/Common.jsp
agentDn
LOCAL_PHONE_EXT DataField
request
welcome
UserDefined
state
1
UserDefined
Ringing
https
REM IP
8443
read/desktoppage
agentDn
LOCAL_PHONE_EXT DataField
calling
Calling#
DataField
Logout
https
REM IP
8443
read/Common.jsp
request
logout
UserDefined
Refer to the Cisco Desktop Administrator User Guide for instructions on how to configure the CAD
voice contact work flows and CAD agent management work flows for the READ:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/g
uide/cda85ccxug-cme.pdf
Note
When configuring the CAD voice contact and agent management work flows in the Cisco Desktop
Workflow Administrator, ensure that all five states have been configured with “https” as the protocol and
“8443” as the port in the HTTP Action Setup dialog box.
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Figure 1-3
HTTPS Protocol and 8443 Port in HTTP Action Setup Dialog Box
Cisco CAD Toolbar
The expert should be familiar with the following buttons within the Cisco CAD toolbar:
•
Answer
•
Call-on-hold
•
Login
•
Ready
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•
Not ready
Figure 1-4
Cisco CAD Toolbar
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.
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Figure 1-5
CAD Launch Screen
The Not Ready button appears with an orange background on the CAD toolbar to indicate the state of
the call.
Figure 1-6
Not Ready Button
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.
Figure 1-7
Ready Button
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Figure 1-8
READ Welcome Screen
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 as shown in the figure below.
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Figure 1-9
Main Page of READ
Answer State
When the remote expert clicks the Answer/Drop button on the toolbar, the Direct Connect dialog box
appears over the CAD window (see the figures below).
Figure 1-10
Answer/Drop Button
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Figure 1-11
Direct Connect Dialog Box over the CAD Window
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Figure 1-12
Direct Connect Dialog Box
Note
When the Direct Connect application displays in the remote expert’s active window, data sharing is
disabled by default. See the “Peer-to-Peer Sharing” section below 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.
Figure 1-13
Call State Events
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