LA Finesse Gadget Installation

and Configuration Guide

YRP1-508, 3-4 Hikari-no-Oka Yokosuka-Shi, Kanagawa, 239-0847, Japan

tel.: + 81-(0) 46-821-3362 | cba-japan.com
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This document contains confidential information that is proprietary to CBA. No part of its contents
may be used, disclosed or conveyed to any party, in any manner whatsoever, without prior
written permission from CBA.
© Copyright 2023 CBA.

All rights reserved.

Updated: 2022-06-22

Document version: 1.64/1

Contact Information

For technical support or other queries, contact CBA Support at:

support@cbaliveassist.com

For our worldwide corporate office address, see:

https://www.cba-japan.com (Japanese) https://www.cba-gbl.com (English)

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Contents
Overview
Voice and Video
Co-browsing
Document Push
Remote Control
Annotation
Introduction
Installing the CBA Live Assist Finesse Gadget
Console Installation
Installer Properties
Fusion Live Assist Finesse Gadget Configuration
Cisco Finesse Configuration and Integration
Add Certificates to Cisco Finesse
Modify Cisco Finesse Desktop Layout
Enable SSLv2Hello protocol
Testing

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Overview
Fusion Live Assist is a packaged solution based on the Fusion Client SDK. It provides real
time voice and video and co-browsing capabilities using simple, platform-specific APIs for Web,
Android, and iOS. Refer to the CBA Live Assist Developers Guides for the required platform.

As CBA Live Assist uses the FCSDK for the voice and video capabilities, you can integrate
CBA Live Assist with existing SIP infrastructures such as call centers, PBXs and MCUs.

Voice and Video

When a consumer requests support they see a small moveable video window that directly links
them to the agent on the call center. The application does not need to be aware of this window,
as it floats above all other screen content.

The voice and video link exists for the duration of the support call.

Co-browsing

When a consumer requests support, their application view is shared with the agent. The
application does not need to do anything to cause this to happen, because the co-browsing API
works without interaction from the application. The co-browsing session exists for the duration of
the support call.

Document Push

An agent in a support session can push PDF and image documents to the consumer. Both the
agent and the consumer can interact with the shared document, and the consumer’s view of the
document is replicated on the agent’s console.

Acceptable document types are: PDF, and the image formats GIF, PNG, and JPG/JPEG.

Remote Control

When a consumer requests support, their desktop is shared with the agent. The agent can click
on this shared desktop to interact with the consumer’s application. This ability to remote control

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the session does not prevent the consumer continuing to interact with the application
themselves.

Annotation

While a consumer is in a support session, their view is shared. The agent can use the annotation
tool to draw on their shared image of the consumer’s screen. CBA Live Assist transfers these
annotations to the consumer’s application, which draws them on the consumer’s screen so that
the consumer can see them.

The consumer’s application does not need to be updated or aware of this annotation taking
place.

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Introduction
This document describes the installation process for the Fusion Live Assist Finesse Gadget.
The following pre-requisites are required before the installation of the Fusion Live Assist
Finesse Gadget:

Oracle Java

Cisco Finesse

Fusion Live Assist with all its own pre-requisites (see the CBA Live Assist Overview and
Installation Guide).

CBA Live Assist Finesse Gadget is dependent upon Fusion Application Server (FAS,) Fusion
Client SDK and CBA Live Assist, all of which can either be installed using their appropriate
installers or as part of the pre-packaged CBA Trial Environment. CBA Live Assist must be
deployed to the same FAS instance as Fusion Client SDK.

CBA Live Assist requires the presence of Oracle Java 8 JRE or JDK, which can be obtained
from Oracle:

http://www.oracle.com/technetwork/java/javase/downloads/jdk8-downloads-2133151.html

http://www.oracle.com/technetwork/java/javase/downloads/jre8-downloads-2133155.html

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Installing the CBA Live Assist Finesse
Gadget
You can install the CBA Live Assist Finesse Gadget using the console installer. Using the
console installer allows you set your preferences once in a properties file. The installer has a
number of optional components. If you do not install an optional component the first time, you
can run the installer again later, and add only the missing components.

Console Installation

You can install the CBA Live Assist Finesse Gadget using the command line by specifying the
required installation configuration in a properties file.

The CBA Live Assist Console installer can install the Finesse Gadget to either a Production or a
CBA Trial Environment; you can run the installer either on the machine hosting the Fusion
Application Server domain controller, or remotely on another machine.

1. Extract the installation files from cba_agent_consoles_installer-1.64.0.zip into a working

directory in the install machine.

2. Edit the cba_agent_consoles_installer-1.64.0.properties file (see the Installer Properties

section on page 9) and run the command:

java -jar cba_agent_consoles_installer-1.64.0.jar -options cba_agent_consoles_installer-

1.64.0.properties

Installer Properties

Property Description

Set to accept, yes, or true to accept the end user license

accept.eula
agreement, otherwise installation will fail.

The local path to install the CBA Live Assist Finesse

INSTALL_PATH
Gadget.

Packs State which of the following components to install:

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 ASSIST - Installs all the components for the CBA Live Assist
Finesse Gadget. This includes:

Runtime

Administration REST Services

Administration Web UI

Administration Command Line Interface

ASSIST.RUNTIME - Deploys the modules of the core

functionality to FAS. This enables the core server features of
the CBA Live Assist Finesse Gadget.

ASSIST.REST - Deploys the Administration REST Services

to the FAS. This enables administration of the CBA Live
Assist Finesse Gadget.

ASSIST.WEB_ADMIN - Deploys the Administration Web UI

to the FAS. This enables administration of the CBA Live
Assist Finesse Gadget from a web browser. The Web UI
uses the REST services.

ASSIST.CLI_ADMIN - Installs the Administration CLI to a

local directory, which enables non-graphical administration of
the CBA Live Assist Finesse Gadget from the command
line. The CLI uses the REST services.

The directory where the FCSDK CLI is already installed.

This only installs the CBA Live Assist Finesse Gadget plugin
cli.dir
to the CLI - the CLI must already have been installed with the
FCSDK plugin.

appserver.admin.address Host name or IP address of the FAS.

appserver.admin.port Administration port number of the FAS.

appserver.admin.user The administration user name for the FAS.

appserver.admin.password The administration password for the FAS.

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 appserver.servergroup The FAS server group to deploy CBA Live Assist to into.

The administrator user name used to access the Web

rest.admin.username
Administration pages.

The administrator password used to access the Web

rest.admin.password
Administration pages.

Fusion Live Assist Finesse Gadget Configuration

The CBA Live Assist Finesse Gadgets are configured via the web administration console at:

https://<fas address>:8443/web_plugin_framework/webcontroller/finesse-admin/

where <fas address> is the IP address or host name of the CBA Live Assist server, or via the
CLI.

Parameter Description

A flag to control whether to display the agent name to the consumer.

Display Agent
The consumer sees the name in the floating video window after
Name
connecting to an agent.

The name to use in place of the agent name if Display Agent Name
Fixed Agent Name
is not selected.

The address of the HTTP Proxy to use for outbound HTTP

Outbound HTTP Connections (for example, http://proxy.mycompany.com:8000). This
Proxy value is used when the gadget fetches documents or authenticates
with Finesse.

Trust All Whether to trust all server certificates, even if their certification chain
Certificates is not trusted.

Whether to trust certificates that the JDK trust store believes are
Trust JDK
valid. This typically includes certificates issued by well-known
Certificates
providers (for example, Verisign)

Local User Local User Authentication is a temporary authentication

Authentication mechanism, useful for trials and for getting started.
Enabled
Disable this setting in a production environment.

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 If the Finesse user’s user name and password match the local user
Local Username name and local password, the user is granted the roles in Local
Roles (for example, Agent and Supervisor roles).

If the Finesse user’s user name and password match the local user
Local Password name and local password, the user is granted the roles in Local
Roles (for example, Agent and Supervisor roles).

A list of roles granted to the Finesse user if their user name and
Local Roles password match the local user. The Agent Gadget requires the
Agent role and the Supervisor Gadget requires the Supervisor role.

A list of Finesse servers that the gadget uses for authentication.

Finesse Servers Authentication is performed when a co-browse session is started by
the Finesse agent.

Call Manager A list of Call Manager servers. This alternate authentication

Servers mechanism is not required or supported by the Finesse gadgets.

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Cisco Finesse Configuration and Integration
To configure and integrate the CBA Live Assist Finesse Gadgets with Cisco Finesse:

1. Add certificates to Cisco Finesse.

2. Modify Cisco Finesse desktop layout.

3. Enable SSLv2Hello protocol .

This is only required for Finesse versions before 10.6.1

Add Certificates to Cisco Finesse

To provide a secure Finesse Desktop, add the HTTPS identity certificate of the cluster hosting
the CBA Live Assist Gadgets to the Finesse Tomcat trust-store:

1. Obtain the FAS certificate by following the Exporting an Identity Certificate section in the
FAS Administration Guide to export the LB’s HTTPS identity certificate:

i. Open the FAS Management Console (https://<fas address>:9990) in a web browser,

where <fas address> is the IP address of the master FAS node (or the only FAS node in
a single-box cluster).

ii. In the Management Console, from the top-right menu, select Profiles.

iii. From the Profile drop down list, select the management profile.

iv. From the menu on the left, expand Subsystems and Trust Management, and select
ID Certificates.

v. Select the main-loadbalancer-group in the Identity Certificate Group table.

vi. Select https in the bottom Identity Certificate Group Management table.

vii. With the https row selected, click the Export button.

viii. Enter the trust store password (default is changeit).

ix. Click Export.

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 x. Copy and paste the certificate text into a file called lb-fas.crt.

xi. Click Close.

2. Add the FAS certificate to Cisco Finesse’s Tomcat trust store.

Refer to the Add Certificate for HTTPS Gadget section within the Cisco Finesse
Administration Guide for details:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/fine
sse_1051/user/guide/CFIN_BK_C3A9BCBC_00_cisco-finesse-administration-guide-1051.pdf

Restart the Tomcat service on all the Finesse nodes after importing the certificate into Finesse.

Modify Cisco Finesse Desktop Layout

Configure the Finesse server with the location of the CBA Live Assist Agent and Supervisor
Gadgets.

1. Open the Cisco Finesse Administration web console by navigating to:

https://<finesse-server>/cfadmin/container

2. Enter the Administrator user’s credentials and click Sign In.

3. Navigate to the Desktop Layout tab:

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You add Agent and Supervisor Gadgets to the Finesse console by editing the XML which defines
the layout, adding two tabs, one for the Agent and one for the Supervisor.

4. Add a tab for the Agent (replacing the text in green in the diagram above) as follows:

<tab>

<id>LAA</id>

<label>CBA Live Assist Agent</label>

<gadgets>

<gadget>

https://<fas address>:8443/finesse_assist_gadget/FinesseAssist.xml?finesseVersion=x.x.x

</gadget>

</gadgets>

</tab>

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Replacing <fas address> with the IP address or host name of the master FAS node, and x.x.x
with the Finesse version.

Ensure that the finesseVersion request parameter in the URL above is correct for your version of
Finesse. If a value of 10.6.1 or later is used, then Finesse assets (such as finesse.js) will be
loaded from the Finesse server rather than the gadget. The change in where assets are loaded
from should improve compatibility of the gadget when it runs in future versions of Finesse.

5. Add a tab for the Supervisor (replacing the text in blue in the diagram above) as follows:

<tab>

<id>LAS</id>

<label>CBA Live Assist Supervisor</label>

<gadgets>

<gadget>

https://<fas address>:8443/finesse_assist_admin_gadget/FinesseAssistAdmin.xml

</gadget>

</gadgets>

</tab>

Replacing <fas address> with the IP address or host name of the master FAS node.

6. Click Save.

The Agent tab definition must be added to the Agent role section within the XML; however, it
may also be added to the Supervisor role section, if all Supervisors need Agent functionality.

The example shows the URL used to access the gadgets (hosted on the FAS cluster) as
secure. You can change this to insecure if required. If the URL is secure, the Finesse
servers must be configured to trust the FAS cluster - see the Add Certificates to Cisco
Finesse section on page 13.

Enable SSLv2Hello protocol

This step is only required for versions of Finesse before v10.6.1.

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SSLv2Hello is disabled by default within FAS, due to the POODLE vulnerability (October 2014).

To enable legacy SSLv2Hello, run the /opt/cba/<FAS>/resources/enable-sslv2.sh script on the

master FAS node, and restart the fas service:

service fas restart

After restarting the master node, run the script on all the slave nodes in the cluster, restarting
each node:

/opt/cba/<FAS>/resources/enable-sslv2.sh

service fas restart

To return to default behavior, run the /opt/cba/<FAS>/resources/disable-sslv2.sh script on each

FAS host in the cluster:

/opt/cba/<FAS>/resources/disable-sslv2.sh

service fas restart

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Testing
The following steps illustrate how to test that the CBA Live Assist Finesse Gadget has been
properly installed and configured.

1. Log on to the Finesse server as an agent:

i. Navigate to https://<finesse-server>/desktop/container/

2. Authenticate with the agent ID, password, and phone extension.

See the CBA Live Assist Finesse Agent and Supervisor User Guide for details.

2. In a separate browser, go to any CBA Live Assist enabled website.

The Agent and Consumer browsers must be separate to avoid WebSocket issues during testing.
To do this, either

open each of them on a separate machine, or

use a different browser (such as Chrome and Firefox) for each, or

open the Consumer browser as an Incognito window from the Agent browser.

These issues will only arise during testing.

The sample website is a convenient CBA Live Assist enabled website to use for testing.
Provide the agent details as a URI encoded parameter, in the form:

https://<fas address>/assistsample/?agent=sip:<tel-num>@<CUBE_IP>

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where <fas address> is the IP address of the FAS, and <tel-num>@<CUBE_IP> is the logged in
agent’s URI (which is normally be something like 60017@100.1.0.100, where 100.1.0.100 is the
IP of the Cisco UBE and 60017 is the agent’s phone number).

3. Click on the Assist button.

A call should arrive at the agent console.

4. Click Answer in the agent console.

Answering the call should start a two way voice and video call in each browser.

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