Deploying Oracle Co-browse to Your Website Options

codeling 1217 - 5229
@2020-03-06 10:18:47

Cobrowse Domain White Listing

If your network has firewall rules, email anti-relay or anti-spam measures, proxy firewalls, antivirus or other filtering mechanisms, you may need to revise the rules to whitelist the Fully Qualified Domain Name (FQDN) associated with the Oracle Cobrowse platform.

A whitelist consists of a list or registered entities that, for one reason or another, are being provided a particular privilege, service, mobility, access or recognition. Whitelist can mean to authorize. It is the opposite of a Blacklist which consists of a list or compilation that identifies entities that are denied access to a system. Oracle strongly recommends that you whitelist all the FQDNs prior to the start of the Cobrowse deployment process. These Oracle FQDNs are for the specific use of Oracle products. We advise you contact your organization's IT department for assistance with whitelisting. The following FQDNs must be white-listed:

  • *.livelook.com

  • *.livelook.net

  • *.rightnow.com

  • *.custhelp.com

  • *.oraclecloud.com


codeling 1217 - 5229
@2020-03-06 10:24:09

Log in to the Agent Console

Access the Agent Console URL at 

https://www.livelook.com/Co_agent_login.aspx

 


codeling 1217 - 5229
@2020-03-06 11:14:58

Escalate to Advanced Mode

In certain cases, you will need to escalate to Advanced co-browse mode in order to assist a customer.

Reasons to escalate to Advanced mode include the following.

  • You need to see content that resides outside of the corporate website pages visible in Instant mode (e.g., a desktop application, a document, a third-party resource website, etc.).

  • On-page elements are not displaying properly in Instant mode (e.g., Flash, dynamic content, Silverlight, etc.).

Procedure
  1. Click Advanced Mode. An invitation is sent to the customer to activate Advanced mode.

  2. Follow the instructions that appear on the Agent Console to help you guide the customer through any next steps that might be necessary to activate Advanced mode. Advanced mode utilizes one of three technologies to run, depending on the customer’s environment, including Java which may require the customer to activate it within the browser.

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