Configure Remote Support

Document created by Cisco Documentation Team on Sep 22, 2015Last modified by Rashmi Ramaswamy on Aug 29, 2017
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Set Remote Support Download Options

To use Remote Support, your users must download, install, and configure WebEx Support Manager. By default, it is automatically installed and updated when users access Remote Support, however, you can have users manually download and run the installer when it is required.

You can choose to have users use ActiveX or Java to download the Remote Support client. If you choose:

  • Java: Remote Support runs in a standalone client.

  • Active X: Remote Support runs in a web browser, however, you can also allow users to download and use an Active X-based standalone client.

  • Temporary Folder Solution (TFS): Use this option if your company does not permit ActiveX and Java downloads


Step 1Select Configuration > Support Center > Options.
Step 2In the CSR Preferences section, select one of the following:
  • ActiveX

  • Java client

  • Temporary Folder Solution (TFS)

Step 3If you selected Active X and want to enable the standalone client, select Standalone client.
Step 4Select Update.

Allow Customers to Choose Agents


Step 1Select Configuration > Support Center > Options.
Step 2In the Customer Preferences section, select Allow customers to join a session by selecting from a list of available agents.
Step 3Indicate whether you want agents to be listed by their first or by their full names.
Step 4Select Update.

Configure the Video Feed for Remote Support

Set up this feature so that agents can permit customers to send live video feeds during their chat sessions.


Step 1Select Configuration > Support Center > Options.
Step 2In the Customer Preferences section, check the Allow customer to send webcam video feed check box.

Customize the Remote Support Session Window

You can customize the Remote Support session window (dashboard) that customers use to enter messages. You can change the forms to any colors, fonts, and graphics you desire, change the wording of status messages, or add a photo.


         
Step 1Select Configuration > Support Center > Branding.
Step 2Select Create New Style.
Step 3Enter a name for this new style.

You can enter up to 40 characters; do not use any of the following characters in the name:
% # ^ { } / \ * ? : | " @.

Step 4To change the images that appear on the window, select the Images tab.
Step 5To change the header, select the Header tab.
Step 6To change the status messages that appear in the dashboard, select the Messages tab and change the text in the Text Message box.
Step 7To change the fonts and colors used, select the Fonts & Colors tab.
Step 8Select Preview to see the results.
Step 9Select Save.

New Style Tabs

Images Tab

          

To change...

Do this...

The WebEx logo

Check the box next to the WebEx logo.

The CSR?s photo

Check the box next to Agent photo. The photo that the CSR has saved in the My Profile page appears when this option is selected.

A generic photo

Check the box next to Generic photo. The photo that the CSR has saved in the My Profile page appears when this option is selected. To upload a different photo from your computer, in the CSR Photo section, select Browse, select one, then select Upload File.

Note   

The photo you upload should be no longer than 130 x 130 pixels.

Header Tab

                

To change...

Do this...

The header title

At Header title, enter the name (up to 50 characters) that you want to appear in the window header area.

Tip To change the color of the text, see Step 9.

The header height

At Header height, enter the desired number of pixels.

The header type

At Header type, select Standard or Custom. If you select Custom, enter your HTML code in the box and select Upload New Images in the Custom Images box.

The header image

Select the Upload icon to upload an image.

The header using your own HTML and images

At Header type, select Custom, then:

Enter the HTML code in the box.

Select Upload New Images to upload any images that are referenced in your HTML.

Fonts & Colors Tab

                      

To change...

Do this...

Header background color

At Header background color, enter the hex color value or select the color box and select one from the palette.

Header border color

At Header border color, enter the hex color value or select the color box and select one from the palette.

Header border width

At Border Width, enter the width of the line that surrounds the header (enter "0" for no border).

Header title color

At Header title color, enter the hex color value or select the color box and select one from the palette.

Header font

At Font, enter the HTML code to specify the default and alternate font, weight and size. For example:

font-family: verdana; font-size: 12px; font-weight: bold; padding-right: 12px; padding-top: 12px;

Background color

At Background color (dashboard) and Background color (web page), indicate the color to use for the dashboard and web page; enter a hex color value or select the color box and select one from the palette.

Text colors

At Text color (dashboard) and Text color (web page), indicate the color to use for the dashboard and web page; enter a hex color value or select the color box and select one from the palette.

Specify Options for Sharing CSR Applications

You can override these options for individual support representatives by editing their user accounts.


     
Step 1Select Configuration > Support Center > Options.
Step 2In the CSR Preferences section, select the CSR Dash Customization link.
Step 3To specify how shared applications appear, select one of the following:
  • Full screen - scale to fit: Display in full-screen view

  • Full screen: Use all available space to display shared application or desktops.

  • Window - scale to fit: Expand to fill the window.

  • Window: Specifies that a shared application or desktop appears in a window on the support representative's or customer's screen. However, the size of the application or desktop does not expand to fill the window.

Step 4To specify the quality of the color used to display shared applications, select one of the following:
  • 256 colors: Specifies that a shared application or desktop appears in 256 colors in the viewer or the support representative's or customer's screen. This option requires less bandwidth for sharing applications or desktops than does the High color option. Thus, this option is useful if a customer is using a dial-up connection to attend a support session.

    Note   

    If this option is selected, select the Screen Sampling display mode as the default mode for your site.

  • A support representative can change the display mode during a support session, by selecting the Session tab on the CSR Dashboard, and then selecting Session Options.

  • High color (16 bit): Specifies that a shared application or desktop appears in 16-bit color in the viewer or the support representative's or customer's screen. This option requires more bandwidth than the 256 color option, but provides better imaging quality

Step 5Select Save.

Document and Web Content Sharing

You can specify how to share documents and web content during your support sessions:

  • Document sharing: users can view your (presentation, training, and meeting handouts) documents.

  • Web content sharing: users can view your (audio and video) content.

  • Remote printing: you can print a document that resides on a users computer to your local printer.

Remote printing is not available with Web and Document sharing.


Step 1Select Configuration > Support Center > Options.
Step 2In the CSR Preferences section, select the CSR Dash Customization link.
Step 3To specify content sharing, select from the following:
  • Web content sharing: Check this check to share web content. Checking this option unchecks the "Remote printing" option. The default value is enabled.

  • Document sharing: Check this check to share documents and presentations. Checking this option unchecks the "Remote printing" option. The default value is enabled.

  • Remote printing: Check this check box to print documentation from the user's computer to your printer. Checking this option unchecks the "Document sharing" and "Web content sharing" options. The default value is disabled.

Step 4Select Save.

Automatically Record CSR Sessions

When sessions end, Remote Support saves the recording to a location you specify and with the session number indicated in the filename: SessionNumber.wrf.

If you enable this option, CSRs cannot start the WebEx Recorder manually during support sessions.


      
Step 1Select Configuration > Support Center > Options.
Step 2Under CSR Preferences, select the CSR Dash Customization link.
Step 3Check Enforce recording automatically when meeting starts to automatically begin recording when a meeting begins.
Step 4Select Network-based recording (NBR) or Save recording at local computer.
Step 5Specify the location to save session recordings.
Step 6Select Save.

Allow Chat Contextual Switching

This feature is only available if it is provisioned on your site. The default setting is off.

For Remote Support sessions with only two participants (host and attendee), you can turn on the setting that enters the specific name of the participant receiving a chat:

  • The Send to label changes from "All Participants" to the specific host or attendee name.

  • Chat messages sent are preceded by "...to [participant_name]" instead of "...to All Participants."


Step 1Select Configuration > Support Center > Options.
Step 2Under CSR Preferences, select the CSR Dash Customization link.
Step 3Check Allow chat contextual switching to replace the "All Participants" with the actual name of the participant receiving the chat.
Step 4Select Save.

Automatically End Inactive Sessions

If a support representative is inactive for a specified period during a session, Remote Support can automatically end the session. Before the session ends, Remote Support can warn the CSR that the session will automatically end unless the CSR asks that the session be continued.


     
Step 1Select Configuration > Support Center > Options.
Step 2In the CSR Preferences section, select CSR Dash Customization.
Step 3In the Features section, select Alert the agent if the support session is idle for more than, and then enter the number of minutes to wait before ending the session.
Step 4To have the session end if the CSR doesn?t respond, select Automatically end session if agent doesn?t respond to alert after and then enter the number of minutes to wait.
Step 5Select Save.

Customize Instructions for Customer Support Representatives

Remote Support provides instructions that a support representative can follow to help a customer join a support session and to use support options. CSRs can access these instructions by selecting the Instructions link on the CSR Dashboard.

You can prepare your plain text or HTML-formatted instructions in another application, then copy and paste them into the box on this page.


      
Step 1Select Configuration > Support Center > Options.
Step 2In the CSR Preferences section, select CSR Dash Customization.
Step 3In the Instructions section, select Custom instructions.
Step 4Select one of the following:
  • Plain text: the instructions are not formatted. You can enter up to 2000 characters.

  • HTML: you can format the instructions to add numbered lists and bullets, align the text, add horizontal lines, backgrounds, and any formatting possible with HTML coding. You may enter up to 4000 characters.

  • The default instructions include the variable %SessionID%, which Remote Support automatically replaces with the support session number. If you remove this variable from the message, users have to enter the session ID before they can join a session. Therefore, we recommend that you include this variable in your custom instructions.

Step 5Enter your instructions in the box.
Step 6Select Save.


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