Share Desktops

Document created by Cisco Documentation Team on Aug 15, 2016Last modified by Cisco Documentation Team on Sep 1, 2017
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View a Customer's Desktop

   

You can view a customer's desktop without controlling it.

   
      
1    Do one of the following:
  •       

    On the CSR dashboard, select the Desktop 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 customer's desktop appears in a sharing window on your screen. On the customer's screen, the Desktop View window appears, indicating that the customer is sharing their desktop.

      
Note             

When viewing a customer's desktop, you can transfer files to or from the customer's computer.

             
     

Control a Customer's Desktop

 

You can remotely control a customer's entire desktop.

  
       
1    Do one of the following:
  •  

    On the CSR dashboard, select the Desktop 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 customer's desktop appears in a sharing window on your screen. On the customer's screen, the Desktop Control window appears, indicating that the customer is sharing their desktop.

  
4    To begin controlling the desktop, select your mouse button in the sharing window on your screen.

Show Your Desktop to a Customer

 

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

  
      
1    Do one of the following:
  •  

    On the CSR dashboard, select the Desktop 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 Share 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.  

Your desktop appears in a sharing window on the customer's screen. On your computer, the Desktop View window appears, indicating that you are sharing your desktop.

  

Give Control of Your Desktop to a Customer

   

During a support session, you can give control of your desktop to your customer. If you are already showing your desktop to a customer, you can let the customer control it without stopping the current desktop sharing session.

    

Caution


    

A customer who has remote control of your desktop can run any programs and access any files on your computer that you have not protected with a password.

    
   
        
1    Do one of the following:
  •       

    On the CSR dashboard, select the Desktop 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.       

Your desktop appears in a sharing window on the customer's screen. On your computer, the Desktop View window appears, indicating that you are sharing your desktop.

     
4    Instruct the customer to click their mouse in the sharing window.
5    To temporarily take back control of your desktop, click your mouse anywhere on your desktop. 

Stop Desktop Sharing

     
1    Do one of the following:
  •       

    On the icon tray, select the Session button.

          
  •       

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

          
  •       

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

          
2    On the menu that appears, select Stop Sharing.

Start Cobrowsing from Within a Click-To Session

   

Before you accept a session that is invoked from a click-to-connect link, Cobrowsing enables you to:

    
  •      

    Join the session.

         

  •      

    Automatically start sharing the window from which the customer invoked the session, such as a browser or MS Outlook window.

         

    

You can view or control the customer's window.

    

If, during the session, you end cobrowsing and need to cobrowse again, you can start cobrowsing as required.

    

    

Cobrowsing requires WebACD. See your site administrator for additional information

    

Before cobrowsing begins, the customer is asked for, and must give, permission.

   
      
1    Do one of the following:
  •       

    On the CSR dashboard, select the Desktop 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 Co-Browsing > View or 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.       

The click-to connect window from which your customer originally invoked the session is automatically selected as the share window.

      

If the original window information is unavailable, then your customer is shown the standard application selection dialog. The customer can select an application for sharing.

     
 

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