Share Applications

Document created by Cisco Documentation Team on Aug 15, 2016Last modified by Cisco Documentation Team on May 31, 2017
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View a Customer's Application

   

You can view an application that is running on the customer's computer. Viewing an application does not allow you to control it remotely.

    

Note


    

The customer can choose extra applications for you to view from Application View dialog box, so you can view multiple applications simultaneously. 

    
   
       
1    Do one of the following:
  •       

    On the CSR dashboard, select the Application tab.

          
  •       

    On the icon tray, select the Remote Control icon.

          
  •       

    In the multisession window, select the Customer tab, then select the Sharing tab.

          
2    Select Request View.       

A message appears, informing you that the customer has received your request. The customer must grant permission to you by selecting OK in the message box that appears on their screen.

     
3    Select OK to close the message box on your computer.       

Once the customer grants permission to you, the Application View dialog box appears on the customer's computer.

     
4    Ask the customer to choose the application that you want to view.       

If necessary, provide the customer with instructions for choosing an application.

                  

Once the customer chooses the application that you want to view, it appears in a sharing window on your computer.

     

Control a Customer's Application

   

Once a customer gives you permission to control an application, you can remotely control any application on a customer's computer.

    

Note


    

The customer can choose extra applications for you to control from the Application Control dialog box, so you can control multiple applications simultaneously.

    
   
        
1    Do one of the following:
  •       

    On the CSR dashboard, select the Application tab.

          
  •       

    On the icon tray, select the Remote Control icon.

          
  •       

    In the multisession window, select the Customer tab, then select the Sharing tab.

          
2    Select Request Control.       

A message appears, informing you that the customer has received your request. The customer must grant permission to you by selecting OK in the message box that appears on their screen.

     
3    Select OK to close the message box on your computer.       

Once the customer grants permission to you, the Application Control dialog box appears on the customer's computer.

     
4    Ask the customer to choose the application that you want to control.       

If necessary, provide the customer with instructions for choosing an application.

                  

Once the customer chooses the application that you want to control, it appears in a sharing window on your computer.

     
5    To begin controlling the application, select your mouse button in the sharing window.       
Note             

If you are already viewing a customer's application, requesting remote control allows you to control only that application. If you want to control another application, stop sharing the application that you are viewing, then request remote control.

      
     

Help a Customer to Share an Application

   

Once a customer accepts your request to view or control an application, the Application View or Application Control dialog box appears on the customer's screen.

    

By default, the dialog box shows a list of all applications currently running on the customer's computer.

   
     
1    Instruct the customer to do one of the following:
  •       

    If the application you want to view or control is currently running, ask the customer to select it in the list, and then select Share.

          
  •       

    If the application you want to view or control is not currently running, ask the customer to select New Application. The New Application dialog box appears, showing a list of all applications on the computer. Ask the customer to select the application, and then select Share.

          
2    To stop sharing, ask the customer to do one of the following:
  •       

    On the icon tray, select Session > Stop Sharing.

          
  •       

    In the title bar of any open window, select Sharing > Stop Sharing.

          
  •       

    In the lower-right corner of your desktop, select Sharing > Stop Sharing.

          

Show an Application to a Customer

   

You can allow a customer to view your application. Viewing the application does not allow the customer to control it remotely.

    

You can share multiple applications simultaneously.

       
        
1    Do one of the following:
  •       

    On the CSR dashboard, select the Application tab.

          
  •       

    On the icon tray, select the Remote Control icon.

          
  •       

    In the multisession window, select the Customer tab, then select the Sharing tab.

          
2    Select Request Control.       

A message appears, informing you that the customer has received your request. The customer must grant permission to you by selecting OK in the message box that appears on their screen.

     
3    Select OK to close the message box on your computer.       

The Application View dialog box appears, showing a list of all applications currently running on your computer.

     
4    Do one of the following:
  •       

    If the application you want to share is currently running, select it in the list, and then select Share.

          
  •       

    If the application you want to share is not currently running, select New Application. The New Application dialog box appears, showing a list of all applications on your computer. Select the application, and then select Share.

          
       

If the application is not already running, it starts automatically.

      

Your application appears in a sharing window on the customer's screen.

     
5    To stop application sharing, do one of the following:
  •       

    On the icon tray, select the Session button > Stop Sharing.

          
  •       

    In the title bar of any open window, select Sharing > Stop Sharing.

          
  •       

    In the lower-right corner of your desktop, select the Sharing icon > Stop Sharing.

           

          

Share Multiple Applications

   

If you are already sharing an application with a customer, you can share more applications simultaneously. Each application that you share appears in the sharing window on the customer's screen.

    

You can share multiple applications by sharing your computer's desktop.

       
      
1    Do any of the following:
  •       

    On the icon tray, or in the multisession window, select the Session button.

          
  •       

    On the title bar of the application that you are currently sharing, select the Sharing menu.

          
  •       

    In the lower-right corner of your desktop, select the Sharing button.

          
2    On the menu that appears, choose Select Application.       

The Application View dialog box appears, showing a list of all applications that are currently running on your computer.

     
3    Do one of the following:
  •       

    If the application you want to share is currently running, select it in the list, and then select Share.

          
  •       

    If the application you want to share is not currently running, select New Application. The New Application dialog box appears, showing a list of all applications on your computer. Select the application, and then select Share.

          
  Your application appears in the sharing window the customer's screen.

Give Control of Your Application to a Customer

   

You can give control of an application to your customer. If you are already showing an application to a customer, you can let the customer control it remotely without stopping the current application sharing session.

    

Caution


    

A customer who has remote control of your application can open any files associated with that application on your computer that you have not protected with a password.

    
   
        
1    Do one of the following:
  •       

    On the CSR dashboard, select the Application tab.

          
  •       

    On the icon tray, select the Remote Control icon.

          
2    Select Share Control.       

A message appears, informing you that the customer has received your request. Your request appears in a message box on the customer's screen. The customer must grant permission to you by selecting OK in the message box.

     
3    Select OK to close the message box on your computer.
  •       

    If you are already showing an application to the customer, the customer can then click in the sharing window to gain control of the application. Skip to step 4.

          
  •       

    If you are not already showing an application with the customer, the Application Control dialog box appears, showing a list of all applications that are currently running on your computer.

          
4    If the Application Control dialog box appears, do one of the following:
  •       

    If the application you want to share is currently running, select it in the list, and then select Share.

          
  •       

    If the application you want to share is not currently running, select New Application. The New Application dialog box appears, showing a list of all applications on your computer appears. Select the application, and then select Share.

          
5    To temporarily take back control of your application, click your mouse in the application.
 

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