New to Remote Support?

Document created by Cisco Documentation Team on Aug 15, 2016Last modified by Cisco Documentation Team on Mar 21, 2017
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Session Types

   

A Remote Support session can be one of two types. How the session begins determines the session type.

    
  •      

    Inbound session: Customers select a web page link to get help and are automatically placed in your support queue. After you are done assisting your current customer, you can accept the next customer in the queue. The session begins automatically with the customer in attendance. To use this feature, install WebACD.

         

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    Outbound session: You start the session and then invite the customer by phone, email, or instant message. You provide the customer with the support session number and the website address for the support session. The customer then joins the session.

         

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    Depending on your site settings, you can choose to help customers in single session or multisession mode:

         

    
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    Single session: Help one customer at a time

         

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    Multisession: Help multiple customers simultaneously

         

   

Console Options

   

Support Center provides you with three options for conducting support.

    
  •      

    CSR Dashboard: appears within your browser window and has a fixed set of tabs. To provide support to a customer, use the buttons on the tabs.

         

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    Compact icon tray: browser-based, takes up little desktop space, and can easily be moved around your desktop.

         

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    Multisession window: provides all the tools you require to assist multiple customers concurrently.

         

    

You can view session and customer information, and perform common tasks by enabling these options.

    

Note


    

You cannot use some Remote Support features until a customer joins the support session. If you are currently using the compact icon tray, and wish to switch to the CSR dashboard or the multisession window, see your site administrator.

    
   

CSR Dashboard Tools Tab

                      
       

Option

       
       

Description

       
       

Invite       

       
       

Invite a customer to join a session by phone, email, or instant message; or invite another support representative to join a session by email.

       
       

Chat       

       
       

Open the Chat panel to send an instant chat message to a customer or another support representative.

       
       

Video       

       
       

Open the Video panel to send live video to all participants in your support session. You need a supported video camera connected to your computer.

       
       

Transfer File       

       
       

Choose an option for transferring files to or from a customer's computer.

        
  •          

    File TransferBasic: Lets you publish one or more files in a window, from which a customer can download the files to their computer.

             

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    File TransferAdvanced: Lets you browse the directory structure on the customer's computer and transfer files to or from that computer

             

       
       

Audio       

       
       

Use Voice over IP (VoIP): An Internet–based telephony service to speak with a customer or another representative participating in a support session.

       
       

Notes       

       
       

While you are supporting a customer, take notes about the session. The notes are saved and become part of the Session Details report.

       

CSR Dashboard Desktop Tab

                
       

Option.

       
       

Description

       
       

Request View       

       
       

Send a request to a customer to view their entire desktop. Once customer approves your request, a sharing window opens. You can view the customer's desktop and any actions that the customer takes on the desktop.

       
       

Request Control       

       
       

Send a request to a customer to control their entire desktop. Once customer approves your request, a sharing window opens, in which you can remotely control the customer's desktop.

       
       

Share View       

       
       

Send a request to a customer to open a view of your desktop on their computer. Once the customer approves your request, a sharing window opens on the customer's computer, displaying your desktop. The customer can view any actions that you take on your desktop.

       
       

Share Control       

       
       

Send a request to a customer to open a view of your desktop on their computer and let the customer control your desktop. Once the customer approves your request, a sharing window opens on the customer's computer, displaying your desktop. The customer has full control of your desktop.

       

CSR Dashboard Application Tab

                      
       

Option

       
       

Description

       
       

Request View       

       
       

Send a request to a customer to view an application on their computer. Once customer approves your request, the customer can select an application to share. A sharing window then opens on your computer, in which you can view the customer's application and any actions that the customer takes in the application.

       
       

Request Control       

       
       

Send a request to a customer to control an application on their computer. Once customer approves your request, the customer can select an application to share. A sharing window then opens on your computer, in which you can remotely control the customer's application.

       
       

Share View       

       
       

Send a request to a customer to open a view of your application on their computer. Once the customer approves your request, you can select an application to share. A sharing window then opens on the customer's computer, displaying your application. The customer can view any actions that you take in your application.

       
       

Share Control       

       
       

Send a request to a customer to open a view of your application on their computer and let the customer control your application. Once the customer approves your request, you can select an application to share. A sharing window then opens on the customer's computer, displaying your application. The customer has full control of your application.

       
       

Co-browsing View       

       
       

Automatically start viewing the window from which the customer invoked the session, such as a browser or MS Outlook window. If, during the session, you end cobrowsing and need to cobrowse again, you can begin cobrowsing as required.

        
Note               

Cobrowsing requires WebACD. See your site administrator for additional information.

        
       
       

Co-browsing Control       

       
       

Automatically start controlling the window from which the customer invoked the session, such as a browser or MS Outlook window. If, during the session, you end cobrowsing and need to cobrowse again, you can begin cobrowsing as required.

        
Note               

Cobrowsing requires WebACD. See your site administrator for additional information.

        
       

CSR Dashboard Session Tab

                   
       

Option

       
       

Description

       
       

Session Options       

       
       

Choose a display mode for shared software. The mode you choose affects the imaging quality and performance of desktop and application sharing.

        
  •          

    Standard: Provides better imaging quality, but slower performance.

             

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    Screen Sampling: Provides better performance, but lower imaging quality.

             

       
       

Record Session       

       
       

Record your support session using WebEx Recorder.

        
Note               

This option is not available if your site administrator has turned on the Auto Record option for your account. In this case, your support sessions are recorded automatically.

        
       
       

Transfer Control       

       
       

Transfer control of your support session to another support representative who becomes the primary support representative.

       
       

Transfer Session       

       
       

Transfer your support session to a WebACD agent or queue and leave the session.

        
Note               

This option is available only if you are a WebACD agent.

        
       
       

End Session       

       
       

End the support session. If you have transferred control to another support representative, this option allows you to leave the session instead of ending it.

       

Set up Support Manager Manually

   

To conduct a support session with a customer, both you and your customer need to install Remote Support on your computers.

    

Unless your system or network policies restrict it, Support Center automatically installs Remote Support on your computer the first time you either:

    
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    Start a support session.

         

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    Join a support session.

         

    

Installation takes only a few moments, so you normally do not experience a delay in starting or joining a session.

   
      
1    Go to your Support Center website.
2    On the navigation bar, expand Support.
3    Under Downloads, select Download Support Manager for Windows.
 

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