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.
Step 1 Select . Step 2 In the CSR Preferences section, select one of the following: Step 3 If you selected Active X and want to enable the standalone client, select Standalone client. Step 4 Select Update.
Allow Customers to Choose Agents
Configure the Video Feed for Remote Support
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.
New Style Tabs
Fonts & Colors Tab
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.
Specify Options for Sharing CSR Applications
Step 1 Select . Step 2 In the CSR Preferences section, select the CSR Dash Customization link. Step 3 To specify how shared applications appear, select one of the following:
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 4 To 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.
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 5 Select Save.
Document and Web Content Sharing
Step 1 Select . Step 2 In the CSR Preferences section, select the CSR Dash Customization link. Step 3 To specify content sharing, select from the following:
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 4 Select Save.
Automatically Record CSR Sessions
Step 1 Select . Step 2 Under CSR Preferences, select the CSR Dash Customization link. Step 3 Check Enforce recording automatically when meeting starts to automatically begin recording when a meeting begins. Step 4 Select Network-based recording (NBR) or Save recording at local computer. Step 5 Specify the location to save session recordings. Step 6 Select Save.
Allow Chat Contextual Switching
Step 1 Select . Step 2 Under CSR Preferences, select the CSR Dash Customization link. Step 3 Check Allow chat contextual switching to replace the "All Participants" with the actual name of the participant receiving the chat. Step 4 Select 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 1 Select . Step 2 In the CSR Preferences section, select CSR Dash Customization. Step 3 In 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 4 To 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 5 Select 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.
Step 1 Select . Step 2 In the CSR Preferences section, select CSR Dash Customization. Step 3 In the Instructions section, select Custom instructions. Step 4 Select one of the following:
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 5 Enter your instructions in the box. Step 6 Select Save.