Field Notice: FN - 64051 - Remote Expert Mobile - Firefox browser version 39 and above not supported with Expert Console (UCM only) with Remote Expert Mobile 10.6 - Workaround Provided

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Updated:October 12, 2017

Document ID:FN64051

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Notice

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

Revision History

Revision	Publish Date	Comments
1.0	23-Sep-15	Initial Release
10.0	12-Oct-17	Migration to new field notice system

Products Affected

Affected OS Type	Affected Release	Affected Release Number	Comments
NON-IOS	10	10.6(2)_ES1,10.6(3),10.6(3)_SU1,10.6(3)_SU2

Defect Information

Defect ID	Headline
CSCuv52539	CSCuv52539 - UC: When agent is logged in from FF,no Video is getting transmitted

Problem Description

H.264 video from Firefox Version 39 and later is not compatible with Remote Expert (RE) Mobile 10.6. If an Agent uses the RE Mobile Expert Assist Console on the Firefox browser, then customers calling in with the iOS or Android clients or customers that use the Chrome browser will not see video from the agent.

Background

This issue has been caused by a change in how Firefox encodes H.264 packets in Version 39 and later.

Problem Symptom

Some Session Initiation Protocol (SIP) endpoints, the Expert Assist agent browser, and the RE Mobile iOS and Android clients, are not compatible when you using Firefox browser Version 39 and newer.

Workaround/Solution

Do not use Firefox for the agent browser when you use RE Mobile in a Unified Communications deployment (that is, where the browser acts as the video endpoint). There is no impact on other supported browsers nor for deployments where Firefox is just used as the Finesse client and does not terminate the video.

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

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