Manage a Support Session

Document created by Cisco Documentation Team on Aug 15, 2016Last modified by Cisco Documentation Team on May 30, 2017
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Record a Support Session

   

Use WebEx Recorder to create a video recording of all screen activity on your computer, including mouse movements and annotations. You can also capture synchronized audio in your recording.

    

WebEx Recorder is available in these versions:

    
  •      

    Local meeting recorder: Captures screen activity and audio in a support session, and then saves the recorded data in a recording file on your computer.

         

  •      

    Network-based meeting recorder: This recorder captures screen activity and audio on a WebEx Recording Server, which saves processor resources and hard disk space on your computer.

         

   
       
1    Do one of the following:
  •       

    On the CSR dashboard, select the Session tab, then select Record.

          
  •       

    On the icon tray, or in the multisession window, select Record.

          
       

If your site administrator specifies a default recorder, the recorder panel appears and recording starts automatically.

      

If your site administrator does not specify a default recorder, the WebEx Recorder Setup dialog appears.

     
2    Choose the applicable recorder.
3    (Optional) Check Set as default setting to make this recorder the default recorder.
4    Select Start Recording.       

The recorder panel appears and recording starts automatically.

     

Take Notes During a Support Session

      
1    On the icon tray, or in the multisession window, select Session.
2    On the session menu, select Session Notes.
3    Type your notes into the panel window and select Save.       

As you end the session, you are prompted to review and edit the session notes. When the session ends, the notes are saved and become part of the Session Details report.

     

Obtain Permission from a Customer Automatically

     
1    Make a request to perform a support activity—Such as to view or control a customer's application.  

Your request appears in a message box on the customer's screen.

  
2    Verbally ask the customer to check Grant permission for all actions during this session without prompting again then select OK.  

You can now freely view or control applications, view or control the desktop, transfer files, or record a session.

  

Use Chat

   

Either you or a customer can start a chat session. If provisioned for your site, your Chat panel may display the Quick Phrase option. For this feature to be available for customer support agents, your site administrator must turn it on.

   
        
1    Do one of the following:
  •       

    On the CSR dashboard, select the Tools tab, and then select Chat.

          
  •       

    On the floating icon tray, or in the multisession window, select the Chat icon.

          
2    For Send to, select a user. If you want to send a message to all participants in the session, select All Participants.
3    If you have Quick Phrase enabled on your site, select a frequently used sentence.
4    If you do not have Quick Phrase enabled on your site, type a message in the box.
5    Select Send.       

The recipient that you selected receives the chat message in their Chat panel.

      

Any messages that a customer or another support representative sends appear in your Chat panel.

     

End a Support Session

   

You can end a support session at any time, but a customer cannot. Customers can, however, leave a support session at any time by selecting Leave Session on the Remote Support page.

   
     
1    Do one of the following:
  •       

    On the CSR dashboard, select the Session tab, then select End Session.

          
  •       

    On the floating icon tray, select the Session button, and select End Session.

          
  •       

    In the multisession window, select the tab for the session you want to end, then select the Session button, and choose End Session.

          
2    Select OK to confirm your action.
 

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