LA Overview and Installation

Guide

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

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

All rights reserved.

Updated: 2022-06-22

Document version: 1.64/2

Contact Information

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

[email protected]

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
System Requirements
Servers
Clients
Installing CBA Live Assist
Console Installation
Installer Properties
Installing as a Non-Root User
Fusion CBA Live Assist Server Configuration
Enabling and Disabling Agent Features
Event Logging Configuration
Create the Database Schema
Updating and Rolling Back the Event Logging Database
Deploy the Database Driver
Create and Configure a Datasource
Verify Event Logging
Testing
Sample Applications
Testing Steps (Voice and Video)
Testing Steps (Correlation ID)
Checking the CBA Live Assist Server version
URLs Used by CBA Live Assist

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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.

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

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Introduction
The following pre-requisites are required before the installation of Fusion Live Assist:

Oracle Java 8

Fusion Application Server

Fusion Client SDK

CBA Live Assist depends on Fusion Application Server (FAS) and Fusion Client SDK
(FCSDK), which can either be installed using their own 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.

See the CBA Live Assist Release Notes for information regarding which versions of FAS and
FCSDK are appropriate for this version of CBA Live Assist. For information regarding
requirements and installation process of these products, see their associated installation guides.

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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System Requirements

Servers

System requirements for a CBA Live Assist server are the same as those for an FCSDK Web
Gateway server (see the FCSDK Installation Guide for the minimum requirement). A minimum
system is suitable for demonstration or development.

For production systems, the number and specifications of servers depends on how you expect to
use it. A sizing tool for servers or Virtual Machines is available from CaféX. It has the form of a
spreadsheet in which you can input the number and type of calls you want, and read off the
number of servers required.

Clients

For the latest information on third party platforms (OSs, web browsers, and hardware) supported
by CBA Live Assist, see the CBA Live Assist Release Notes.

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Installing CBA Live Assist
You can install the complete CBA Live Assist solution, or select different components from a
range of packs. You can install CBA Live Assist using the console installer. You can set your
preferences once in a properties file. The installer has some optional components; if you do not
install an optional component, you can re-run the installer later and select only the missing
components.

Console Installation

You can install CBA Live Assist from the command line by specifying the installation
configuration in a properties file. Trial Environment and Production properties files are provided
with the installer. See the Installer Properties section for details of how to complete the properties
fields.

1. Extract the installation files from fusion-live-assist-core-installer-x.x.x.zip into a working

directory on the install machine.

2. Edit the production-install.properties file, providing the required configuration values (see the
Installer Properties section).

3. Run the installer using the command line:

java -jar fusion-live-assist-core-installer-x.x.x.jar -options production-install.properties

Installer Properties

Property Description

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

accept.eula
agreement, otherwise the installation will fail.

The local path to install the CBA Live Assist SDK, including
INSTALL_PATH
the SDK files, documentation and license files.

JDKPath The path to the Java Development Kit (JDK) installation

Packs State which of the following components to install:

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

Runtime

Administration REST Services

Administration WEB UI

Administration Command Line Interface

ASSIST.RUNTIME - Deploys the modules of the core

Runtime functionality to the Fusion Application
Server (FAS). This enables the core server feature
capabilities of CBA Live Assist.

ASSIST.REST - Deploys the Administration REST

Services to the FAS. This enables administration of CBA Live
Assist.

ASSIST.WEB_ADMIN - Deploys the Administration Web UI to

the FAS. This enables administration of CBA Live
Assist from a Web browser. The Web UI uses the REST
Services.

ASSIST.CLI_ADMIN - Installs the Administration CLI to a

local directory. This enables administration of CBA Live
Assist using a command line tool. The CLI uses the REST
services.

ASSIST_SDK - Installs the SDK components. This includes:

Sample Web Application

ASSIST_SDK.SAMPLE - Deploys the sample web

application to the FAS.

cli.dir The directory where the FCSDK CLI is already installed.

Note: This only installs the CBA Live Assist plugin to the CLI;

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 the CLI must already have been installed with the FCSDK
plugin during installation of FCSDK.

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.

appserver.servergroup The FAS server group to deploy to.

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.

Installing as a Non-Root User

When you install FAS and FCSDK as a non-root user, you have to specify at least one of two
non-root OS-level users in the installation properties file:

os.user is the user which the FAS, FCSDK, and CBA Live Assist systems run as.

This user can read and write log files, and start and stop the services (FAS and media broker).

os.admin is the user which the administrative tools run as.

This user can run the CLI and logcapture, view the audit logs, and perform administration duties
(for example, deploy files or make administration changes).

The first user (os.user) is mandatory, but is set to root in the FAS and FCSDK installation
properties file by default. If the installation properties file does not specify the second user
(os.admin), both installers assign os.admin’s responsibilities to os.user. Therefore, if you did not
change the defaults when you installed FAS and FCSDK, both the administration tools and the
system itself run as root. See the FCSDK Installation Guide and the FCSDK installer’s
advanced-install.properties file for details of the permissions and groups which these users need.

The CBA Live Assist installer must run as the os.admin user, because the CBA Live Assist
installer has no concept of users, and just administers the current system. If the FAS and FCSDK

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installers were run with their default values for os.user and os.admin, this is root. If the FAS and
FCSDK installers were run using different values for os.user and os.admin, then the CBA Live
Assist installer must be run either as the os.admin user (if os.admin was specified when FCSDK
was installed), or as the os.user user (if it was not).

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Fusion CBA Live Assist Server Configuration
You can configure the CBA Live Assist server (assistserver.war) using either the web
administration console at:

https://<fas address>:8443/web_plugin_framework/webcontroller/assist/

or using the CLI.

After logging in, navigate to the CBA Live Assist tab and choose the General Administration
page:

You can configure the following parameters in the CBA Live Assist Settings section:

Setting Description

Anonymous
Consumer Enabled (default)
Access
Anonymous consumer use of CBA Live Assist is permitted; however,
a client application cannot specify a Correlation ID if Anonymous
Consumer Access is Enabled.

Disabled

Use this if you have configured a Web Application to authenticate

clients and create Session Tokens on their behalf. The Web

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 Application must return the Session Token to the client application,
which must provide it when invoking CBA Live Assist.

Trusted

Similar to Enabled; however, the client application is also trusted to

supply Correlation IDs. As JavaScript is visible in the browser, the
correlation IDs used by the application are also in plain text.

Note: The Trusted scenario may not be desirable, and this mode
should only be enabled in secure environments.

A regular expression which limits the numbers that an anonymous

Consumer consumer may call for assistance.
Access Number
By default this value is blank, which means that any number is
Regex
permitted.

Enabled

Anonymous agents are permitted to provide assistance.

Anonymous Disabled (default)

Agent Access
Agents must be authenticated before being able to provide assistance.

Note: When using the Sample Agent Console supplied with CBA Live
Assist, you must set this to Enabled.

The length of short correlation IDs generated to add co-browse to

Short CID existing calls (see the CBA Live Assist Developers Guides). The
length shorter they are, the easier they will be to communicate, but the more
likely the system is to run out of new ones.

Note:

In the Trial Environment, the use of HTTPS typically leads to a warning message indicating
that the server certificate is invalid. This happens because the Trial Environment does not
use a fixed server name (with its DNS published), as it is designed to be able to run on a

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 laptop. This problem does not occur with the production version, because the administrator
then installs the proper certificate on the server.

We still recommend using HTTPS during application development, because it avoids having
to repeatedly click the Allow video button.

For HTTP, the port is typically 8080 instead of 8443; however, the person administering the
Fusion Application Server can change this, if required.

Enabling and Disabling Agent Features

If you are using the Finesse Gadget, you can disable CBA Live Assist features which you do
not want agents to have access to. Scroll to the Agent Features section:

Uncheck the appropriate box to disable that feature for all agents. When a feature is disabled,
the corresponding toolbar button in the agent console is also disabled.

Feature Description

The agent can use the Zoom tool to expand a portion of the consumer’s
Zoom
screen.

Annotate The agent can enter Annotation mode and draw on the consumer’s screen.

The agent can use the Spotlight tool to highlight parts of the consumer’s
Spotlight
screen.

Document The agent can share documents and links with the consumer. A supervisor
Share must have made the documents and links available to the agent for sharing.

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 The agent can interact with the consumer’s screen by clicking on or
Interact dragging controls. With the interact feature switched off, the agent can only
use the move, resize, and zoom handles on shared windows.

Note: These settings apply to agents created using anonymous agent access by the agent
session creation servlet at /assistserver/agent/; that includes agents using the sample web
application provided with CBA Live Assist, and agents using the Finesse gadget. For custom-
built agent Web Applications, and how they can control which features an agent has available,
see the CBA Live Assist Agent Console Developer Guide.

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Event Logging Configuration
During a session, events (such as starting and stopping a co-browse session, or agents and
consumers joining the session) occur; you can configure CBA Live Assist to log these events to
a database. Doing this is optional, and you can configure it at any time after installation of CBA
Live Assist. After configuring event logging, CBA Live Assist logs the following events in a
table in the database:

Event Description

ConsumerCreate A consumer creates a short code to start a new co-browse session.

AgentUse An agent joins the co-browse session using a supplied short code.

An agent creates a short code to enable another agent to join the

AgentExtend
session.

Start A co-browse session has started.

Stop A co-browse session has ended.

Join A participant has joined the co-browse session.

Leave A participant has left the co-browse session.

Offer a resource (link or document) to share with the other participants

Offer
in the co-browse session.

Accept Accept an offered resource.

Reject Reject an offered resource.

Send Send the resource to other participants.

Close Close the shared resource.

Note: Currently, MariaDB and Microsoft SQL Server are the only supported databases.

Create the Database Schema

The database must contain a single table called event, with the following schema:

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 Column Datatype Allow NULL Default

id BIGINT(20) NOT NULL AUTO_INCREMENT, UNIQUE

cluster_address VARCHAR(255) NOT NULL

event_action VARCHAR(255) NOT NULL

event_category VARCHAR(255) NOT NULL

event_component VARCHAR(255) NOT NULL

node_address VARCHAR(255) NOT NULL

participant_id VARCHAR(255) NULL

session_id VARCHAR(255) NULL

time_stamp DATETIME NOT NULL

metadata VARCHAR(4096) NOT NULL {}

You can create the table by hand, but the most reliable way is to run the database update script,
found in the installer zip file, from the command line:

update-db.sh create sqlserver**

database updated

to create an SQL Server database, or:

update-db.sh create mysql**

database updated

to create a MariaDB database.

Note:

You must have sqlcmd (for SQL Server) or mysql (for MariaDB) on the server running the
upgrade script.

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 You need to extract the installer zip to the same directory, and run update-db.sh from there.

The SQL Server script sets the metadata column as VARCHAR(max), which gives it a size
of 2 GB. If you create the table by hand, 4096 characters should be ample.

You may need to grant permissions on the DBMS to the CBA Live Assist host or user, in
order to allow it to write entries to the database. See your RDBMS documentation for how to
do this.

To test that the table exists, start mysql, connect to the database, and run:

MariaDB [eventdb]>select * from event;

Empty Set (0.00 sec)

(or the equivalent using sqlcmd for SQL Server). If the script has successfully created the table,
the select statement selects an empty set, as above. If it has failed, the client displays an error.

When it logs an event, the event_action column shows the logged event (see the Event Logging
Configuration section). Currently, event_category and event_component only show CoBrowse
and LA respectively. The participant_id is a name which an agent or consumer can supply when
they create a session (see the CBA Live Assist Developers Guides for how to set it). If it is not
set when the session is created, the participant_id is empty.

Updating and Rolling Back the Event Logging Database

You can also use the update-db.sh script to update and roll back the event logging database
schema.

To update the schema in an existing database:

update-db.sh update sqlserver**

or

update-db.sh update mysql**

To roll back the schema of a database:

update-db.sh rollback sqlserver 1.47.0**

or

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update-db.sh rollback mysql 1.47.0**

Deploy the Database Driver

1. Download a suitable JDBC driver for MariaDB or SQL Server. You can find these at:

https://mariadb.com/kb/en/mariadb/about-mariadb-connector-j/

https://docs.microsoft.com/en-us/sql/connect/jdbc/microsoft-jdbc-driver-for-sql-server

2. Open the FAS console at http://<fas address>:9990.

3. From the top right menu, choose Runtime.

4. In the left hand menu, expand Domain and select Manage Deployments.

5. Select the Content Repository navigation tab:

6. Click Add to display the Upload dialog and select the driver file:

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Click Next, then Save.

7. Select the driver you have just deployed, and click Assign:

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8. Select main-server-group from the Select Server Groups dialog, and click Save:

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Create and Configure a Datasource

1. In the top right menu, select Profiles

2. Select the ha profile from the Profiles drop down in the top left

3. Expand Subsystems and Connector, and select Datasources:

4. Click Add to bring up the Create Datasource dialog:

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Enter a name for the datasource (such as EventDS) and its JNDI name (which must be
java:/comp/env/jdbc/LaDS).

5. Click Next:

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Select the MariaDB or SQL Server driver you have just deployed (see the Deploy the Database
Driver section).

6. Click Next:

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Enter the Connection URL (which will be something like jdbc:mariadb://<host>:3306/eventdb or
jdbc:sqlserver://<host>:1433;databaseName=eventdb, where <host> is the database host name
or IP address), and the Username and Password to use when connecting.

7. Click Done.

8. Restart FAS.

9. Reconnect to the FAS Management Console on http://<fas address>:9990.

10. In the top right menu, select Profiles.

11. Select the ha profile from the Profiles drop down in the top left.

12. Expand Subsystems and Connector, and select Datasources:

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Select the newly created datasource, and click Disable to disable it.

13. Click the Connection tab and click Edit:

Select TRANSACTION_READ_COMMITTED for Transaction Isolation, and click Save.

14. Click the Pool tab and click Edit:

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Enter suitable values for the Min Pool Size and Max Pool Size, and click Save.

15. Click on the Validation tab and click Edit:

Enter a suitable SQL statement to use for validating the connection in Check Valid Sql.

Alternatively, enter the name of a suitable Java class, such as

org.jboss.jca.adapters.extensions.mssql.MSSQLValidConnectionChecker for SQL Server) into
ValidConnection Checker :

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Click Save.

16. Click Enable under Available Datasources in the main JDBC Datasources page to re-enable
the datasource.

Verify Event Logging

1. Start a co-browse session between consumer and agent.

2. Run an SQL query using a suitable client to ensure that a record has been placed in the
database:

MariaDB [eventdb]>select * from event;

+—-+———————–+————–+—————-+—————–+————–+
———————————-+———————————————–+———————+

| id | cluster_address | event_action | event_category | event_component | node_address |

participant_id | session_id | time_stamp |

+—-+———————–+————–+—————-+—————–+————–+
———————————-+———————————————–+———————+

| 3 | XXXXXXXX | Start | CoBrowse | LA | 192.168.9.3 | assist-liccetd81qerua7f3121jp9h6 |

c293ea68-8a80-4b9b-8073-24db4dcd8a11:6:Assist | 2017-05-15 09:58:57 |

| 4 | XXXXXXXX | Join | CoBrowse | LA | 192.168.9.3 | assist-liccetd81qerua7f3121jp9h6 |

c293ea68-8a80-4b9b-8073-24db4dcd8a11:6:Assist | 2017-05-15 09:58:57 |

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| 5 | XXXXXXXX | Join | CoBrowse | LA | 192.168.9.3 | Agent | c293ea68-8a80-4b9b-8073-
24db4dcd8a11:6:Assist | 2017-05-15 09:59:00 |

+—-+———————–+————–+—————-+—————–+————–+
———————————-+———————————————–+———————+

3 rows in set (0.00 sec)

or for SQL Server:

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Testing
To confirm that the CBA Live Assist installation was successful, and that it is correctly
configured, use the provided consumer and agent sample applications.

Note:

To use the Agent Console, CBA Live Assist must be configured to allow Anonymous
Agent Access - see the Fusion Live Assist Server Configuration section for details of how to
change this configuration.

To test co-browse only mode, configure CBA Live Assist for Trusted Consumer Access -
see the Fusion Live Assist Server Configuration section for details of how to change this
configuration.

Sample Applications

Consumer sample application:

https://<fas address>:8443/assistsample/

Agent console:

https://<fas address>:8443/agent/console/

Note: If you are using Chrome on the same machine for both the consumer and the agent, make
sure that you open at least one of the tabs in Incognito mode.

Testing Steps (Voice and Video)

1. In the sample application, click the CBA Live Assist icon in the top right.

The sample application should show a video window, and automatically call the agent using the
Fusion Client SDK.

The agent console should display a dialog to accept the call.

2. Accept the call on the agent desktop.

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Voice and video should be established and the share portion of the agent’s screen should update
with a view of the consumer’s web page.

3. Select the Drawing Tool ( ) on the agent desktop, and draw on the shared view.

The annotations should appear on the consumer side of the support call.

4. End the call from the consumer side.

The call ends.

Testing Steps (Correlation ID)

1. For both the consumer sample and agent console, append the following to the URL:

?cid=sharedid

For the sample only, also add the following to the URL:

&cobrowseOnly=true

Both pages should load, but the console should not start a voice and video call.

2. On the sample application, click the CBA Live Assist icon in the top right.

An agent window appears; place a call to the agent through the Fusion Client SDK. The agent
automatically accepts the call.

3. Select the Drawing Tool ( ) on the agent desktop, and draw on the shared view.

The annotations should appear on the consumer side of the support call.

4. End the call from the consumer side.

The call ends.

Note:

You can specify both a destination and a correlation ID to the consumer sample application
using the following URL parameters:

destination=<address>&cid=<an_id>

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Checking the CBA Live Assist Server version

To see the version of the CBA Live Assist server currently running, browse to the following
URL:

http://<fas address>:8080/assistserver/info/version.html

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URLs Used by CBA Live Assist
In a production environment, CBA Live Assist is typically situated behind a reverse proxy. When
using CBA Live Assist with a reverse proxy, the HTML doctype declaration on HTML pages
(<!doctype html>) is significant, and it should not be altered or removed. Removing it leads the
browser to report incorrect document sizes, and this typically causes the co-browse replication to
fail, or appear incorrectly.

Configure a reverse proxy to expose the following CBA Live Assist URLs:

Path Protocol Method Function

HTTP or Default UI used by iOS

/assistserver/defaultUIResources/* GET
HTTPS clients.

HTTP or Common graphical

/assistserver/img/* GET
HTTPS resources.

GET,
HTTP or POST, Servlet used to provide
/assistserver/consumer
HTTPS PUT, clients with a session.
DELETE

GET,
HTTP or POST,
/assistserver/session Session servlet.
HTTPS PUT,
DELETE

GET, Servlet used to provide a

HTTP or POST, client with a co-browse
/assistserver/shortcode
HTTPS PUT, only session identified by
DELETE a short code.

GET,
HTTP or POST, Servlet used to provide
/assistserver/agent
HTTPS PUT, agents with a session.
DELETE

/assistserver/topic WS or Servlet used as CBA

WSS Live Assist

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 communication hub.

HTTP or
/assistserver/sdk/web/* GET Web SDK assets.
HTTPS

HTTP or CBA Live Assist agent

/agent/console/* GET
HTTPS console page.

CBA Live Assist sample

HTTP or
/assistsample/* GET client application
HTTPS
(optional).

CBA Live Assist sample

/assist-sip-agent/rest/correlation- HTTP or
GET agent console application
id/* HTTPS
(optional).

CBA Live Assist shared

resources sample
repository. In a
HTTP or
/assist-resourcemanager/* GET production environment,
HTTPS
it is unlikely that this
resource would be
exposed.

Other URLs are used to configure the system, and you should restrict access to them. They
should not be visible, and the reverse proxy should be configured to block them. These URLs
are:

Path Protocol Method Function

HTTP or Information about the CBA Live

/assistserver/info/* GET
HTTPS Assist server version.

HTTP or GET, POST, REST access to CBA Live

/assistserver/rest/*
HTTPS PUT, DELETE Assist configuration subsystem.

/web_plugin_
framework/ HTTP or CBA Live Assist configuration
GET
webcontroller/ HTTPS subsystem.
liveassist/

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