Jabber SDK for HCS CC on Chromebook

[Kamran Khan is at Cisco]

Hi,

We have a customer looking at HCS CC but all of their agents are on Chromebooks. What is the recommendation with respect to Agent interface for WebRTC support? I guess we could get them to use Jabber and deploy Jabber SDK for Web (WebRTC) presentation?

I guess Finesse will be fine but how do we deliver the softphone functionality? Jabber SDK?

Thanks,

Kamran

[thlamber]

Kamran, FYI: Jabber Web SDK does not support WebRTC

regards

Tom

[Kamran Khan is at Cisco]

Ah, I didn’t realize that. Whats the solution then in that case?

[thlamber]

Unfortunately Jabber clients do not have a solution for WebRTC

[skilambi]

Kamran

If this a truly CC focused use case needing agents to share with customers and have apps for mobile too focused on agent customer use cases what about looking at remote expert mobile. You will need to host REAS and REMB servers and provide that functionality and they have gadgets for finesse for doc push and see customer desktop

Thanks

Srini

[Kamran Khan is at Cisco]

Thanks Srini,

sorry for delayed response, was trying to qualify this a bit better.

REM sounds like a good fit but im getting conflicting info. the wiki seems to say chrome webrtc is not supported for REM agents:

Unified CCE Solution Compatibility Matrix for 11.5(x) - DocWiki

However, the developer docs say that REM agents support Chrome browser webrtc (im assuming thats the same as saying Chromebooks??)

https://developer.cisco.com/site/remote-expert-mobile/index.gsp

[skilambi · Accepted solution]

Fully supported here, chrome has web rtc support too so no plugin needed. In fact with 11.5 they are also now supporting H264 in Chrome since chrome 52 introduced support for that code alongside VP8. This is a big deal because if Chrome browser talks to a Cisco video endpoint REM has to transcode from VP8 to H264 which reduces the scalability quite a lot. This change means we can do H264 end to end and doesn't change scalability.

IE/Safari need a plugin today to support voice/video. Edge cannot support voice/video just co browse. They are also trying plug in less for IE/Safari through the Web sockets but it's for lab beta testing and not production.

Look at the remote expert mobile design guides for more information Page 12 in the link below.

http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/remote_expert_mobile/remote_expert_mo…

http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/remote_expert_mobile/remote_expert_mo…

[Kamran Khan is at Cisco]

Many thanks Srini! the design guide puts that in writing. looks like ive got a solution!

Worst case though - if the agent connect isnt great, can they fail over to Remote Agent (Extend and Connect) for voice and leave agent finesse etc on the webpage?

[skilambi]

Regarding REM there is a new feature called meet me code where the caller connects to the agent via PSTN but can be provided a code on a web page to set up a session to co browse. That could be one option but I am not sure if there is any automatic failover. REM does have a detailed guide on how it uses technologies like NACK, PLI, TMMBR, dynamic jitter buffers to reduce latency.