Remote Expert Mobile 10.6(1) and Chat session without Voice/Video

Hi team,

I'm hoping you can help advise around Remote Expert Mobile 10.6(1) and Chat session without Voice/Video.

The Cisco Remote Expert Mobile 10.6(1) - Feature Guide.pdf - states in the "Other features" section that:

Expert Assist without video or voice

Expert Assist co-browse & annotation may easily be used without a voice or video session and in turn, accompany a Live chat session or PSTN call. A correlation ID may be used to transmit a link or verbal identifier to conduct the co-browsing session.

When using this type of feature how is the "Live chat session" provided?

Is this part of the Remote Expert Mobile capability or would a Chat application like eGain/CIM - Web Interaction Manager - be required?

Regards,

Jon

Generally a chat application would be used. There is a AED component which ships with REM but that just allows simple message passing and would only provide a base for a fully fledged chat application.

Hi Jon,

REM doesn't have a chat capability so it would be a matter of writing your own code to pass a shared Correlation ID to the client and agent so they can join a shared co-browse session. Maybe this could be done with a new finesse gadget and your chosen chat application but it isn't part of REM

Regards