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4-13
Cisco Remote Expert Manager READ,  eREAD, and mREAD User Guide
Chapter  4      mREAD
Mobile Customer Video Call Scenario
4
In mREAD, the agent sees a pop-up 
window notifying him or her that a 
customer is calling. The agent clicks the 
Answer button to accept the video call.
5
A video chat window appears on the 
customer’s mobile device or PC. The 
customer can now see and hear the agent.
The customer appears on the agent’s 
TelePresence video endpoint. 
The mREAD page loads. 
6
The customer clicks the Initiate 
Collaboration button.
The agent clicks the Start Collaboration 
button to enable sharing of documents 
and links.
7
The customer views the web pages and 
documents that are being shared by the 
agent.
The agent shares web links and 
documents.
8
The customer views the annotations.
The agent draws annotations on the web 
pages or documents that are being shared.
9
The customer views what the agent wants 
to show the customer after taking control 
of his or her mobile device or PC.
If the customer gives the agent control of 
his or her mobile device or PC, the agent 
can view its application in mREAD and 
make annotations on the customer’s 
screen.
10
The customer ends the collaboration 
session by clicking the End button on the 
collaboration window.
The agent ends the collaboration session 
by clicking the End Collaboration 
button.
11
The agent can end the call by clicking the 
End button in Finesse.
Step
Customer-side (Mobile Advisor)
Agent-side (mREAD)
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4-14
Cisco Remote Expert Manager READ,  eREAD, and mREAD User Guide
Chapter  4      mREAD 
Mobile Customer Video Call Scenario
How to C#: Preview Document Content Using XDoc.Word
How to C#: Preview Document Content Using XDoc.Word. Overview for How to Use XDoc.Word to preview document content without loading
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How to C#: Preview Document Content Using XDoc.PowerPoint
How to C#: Preview Document Content Using XDoc.PowerPoint. Overview for How to Use XDoc.PowerPoint to preview document content without
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A-1
Cisco Remote Expert Manager READ,  eREAD, and mREAD User Guide
APPENDIX
A
Reference Links
Revised: August 24, 2014, OL-27019-05
Reference Links
The following are reference links to documentation that supports topics related to REM.
Cisco Agent Desktop for Cisco Unified Contact Center Express 8.5:
http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps427/data_sheet_c78-627272_
ps1846_Products_Data_Sheet.html
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-cm.pdf
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
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 Troubleshooting Guide:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/troubl
eshooting/guide/cad85ccxtg-cm.pdf
Cisco Unified Contact Center Express Troubleshooting TechNotes:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_tech_notes_list.html
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 Remote Expert Manager 1.9.2 Installation Guide
C# PDF Page Insert Library: insert pages into PDF file in C#.net
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C# WinForms Viewer: Load, View, Convert, Annotate and Edit PDF
Supported PDF Processing Features by Using RasterEdge WinForms Viewer for C#.NET. Overview. Highlight PDF text. • Add text to PDF document in preview.
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A-2
Cisco Remote Expert Manager READ,  eREAD, and mREAD User Guide
Appendix A      Reference Links 
Reference Links
http://www.cisco.com/c/en/us/support/customer-collaboration/remote-expert-manager/products-install
ation-guides-list.html
Cisco Remote Expert Manager 1.9.2 Port Usage Guide
http://www.cisco.com/c/en/us/support/customer-collaboration/remote-expert-manager/products-install
ation-guides-list.html
Cisco Remote Expert Manager 1.9.2 Administration Guide
http://www.cisco.com/c/en/us/support/customer-collaboration/remote-expert-manager/products-mainte
nance-guides-list.html
Cisco Remote Expert Manager 1.9.2 Troubleshooting and Serviceability Guide
http://www.cisco.com/c/en/us/support/customer-collaboration/remote-expert-manager/products-trouble
shooting-guides-list.html
Cisco Remote Expert Manager 1.9.2 Release Notes
http://www.cisco.com/c/en/us/support/customer-collaboration/remote-expert-manager/products-release
-notes-list.html
Cisco Remote Expert Smart Solution 1.9.2 Migration Guide
http://www.cisco.com/c/en/us/support/customer-collaboration/remote-expert-manager/products-install
ation-guides-list.html
C# WPF Viewer: Load, View, Convert, Annotate and Edit PDF
Features about PDF Processing Features by Using RasterEdge WPF Viewer for C#.NET. Overview. Add text to PDF document. • Insert text box to PDF file.
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How to C#: Preview Document Content Using XDoc.excel
How to C#: Preview Document Content Using XDoc.Excel. Overview for How to Use XDoc.Excel to preview document content without loading
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B-1
Cisco Remote Expert Manager READ,  eREAD, and mREAD User Guide
APPENDIX
B
Acronyms
Revised: August 24, 2014, OL-27019-05
Acronyms
The following acronyms are used in this guide:
CUCM – Cisco Unified Communications Manager
eREAD – Remote Expert Agent Desktop that uses Cisco Finesse
IEC – Interactive Experience Client
IVR – Interactive Voice Response
REAC – Remote Expert Admin Console
READ – Remote Expert Agent Desktop that uses Cisco Agent Desktop
REIC – Remote Expert Interactive Applications Control
REM – Remote Expert Manager
UCCE – Cisco Unified Contact Center Enterprise
UCCX – Cisco Unified Contact Center Express
UID – User ID
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B-2
Cisco Remote Expert Manager READ,  eREAD, and mREAD User Guide
Appendix B      Acronyms 
Acronyms
C-1
Cisco Remote Expert Manager READ,  eREAD, and mREAD User Guide
APPENDIX
C
Direct Connect Installation
Revised: August 24, 2014, OL-27019-05
Direct Connect Installation and Configuration
This appendix contains detailed information about installing the Direct Connect (DC) application, which 
is installed on agents’ workstations. DC is used by the agents to share their desktop with customers.
Topics in this appendix include:
Prerequisite Installation Procedures, page C-1
– Installing the Java SDK and JRE, page C-2
– Setting the JAVA_HOME Environment Variables, page C-2
– Updating the Path Variable to Include JAVA_HOME, page C-3
– Installing the Microsoft .NET Framework 4, page C-4
– Installing the Microsoft Visual Studio 2010 Runtime Library, page C-4
– Stopping the Cisco Security Agent, page C-5
Installing Direct Connect, page C-6
Verifying that the Installation of DC is Correct, page C-12
Configuration of Direct Connect, page C-13
DC Configuration in CAD, page C-14
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
6.
Stop the Cisco Security Agent
C-2
Cisco Remote Expert Manager READ,  eREAD, and mREAD User Guide
Appendix C      Direct Connect Installation 
Direct Connect Installation and Configuration
Installing the 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.
Step 1
Open a browser.
Step 2
Navigate to http://www.oracle.com/technetwork/java/javase/downloads/jre6downloads-1902815.html.
Note
If you are using a 64-bit version of the operating system it is recommended that you install the 
64-bit version of the JRE.
Step 3
To install both the Java SDK 1.6 and JRE 1.6, follow the instructions to download and install the 
jdk-6u21-windows-i586.exe file.
Setting the JAVA_HOME Environment Variables
To set the JAVA_HOME environment variable to the root of the Java SDK installation directory, follow 
these steps:
Step 1
Choose Control Panel > System > Advanced system settings.
Step 2
Click Environment Variables.
Step 3
Click New in the System variables area.
Step 4
Enter JAVA_HOME in the Variable name field.
Step 5
Enter the path to your Java SDK in the Variable value field.
Step 6
Click OK to save your changes.
The figure below illustrates the six steps used to set the JAVA_HOME environment variable.
C-3
Cisco Remote Expert Manager READ,  eREAD, and mREAD User Guide
Appendix C      Direct Connect Installation
Direct Connect Installation and Configuration
Figure C-1
Setting the JAVA_HOME Environment Variable
Tip
The default installation directory of the JDK 6 Update 21 for 32-bit Windows is C:\Program Files 
(x86)\Java\jdk1.6.0_21.
Updating the Path Variable to Include JAVA_HOME
To update the Path variable to include JAVA_HOME, follow the steps below:
Step 1
Choose Control Panel > System > Advanced system settings.
Step 2
Click Environment Variables.
Step 3
Select the path variable in the System Variable section.
Step 4
Click Edit.
Step 5
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.
The figure below illustrates the six steps used to update the path environment variable.
C-4
Cisco Remote Expert Manager READ,  eREAD, and mREAD User Guide
Appendix C      Direct Connect Installation 
Direct Connect Installation and Configuration
Figure C-2
Updating the Path Environment Variable
Installing the Microsoft .NET Framework 4
To download and install the Microsoft .NET Framework 4, follow these steps:
Step 1
Navigate to http://www.microsoft.com/download/en/details.aspx?displaylang=en&id=17851.
Step 2
Click Download.
Step 3
Follow the instructions to download the Microsoft .NET Framework 4 (Web Installer).
Installing the Microsoft Visual Studio 2010 Runtime Library
To install the Microsoft Visual Studio 2010 Runtime Library, follow the steps below:
Step 1
Navigate to http://www.microsoft.com/download/en/details.aspx?id=5555.
Step 2
Click Download.
Step 3
Follow the instructions to download the Microsoft Visual Studio 2010 Runtime Library.
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