Start a Session and Invite Customers or Other Attendees

Document created by Cisco Documentation Team on Aug 15, 2016Last modified by Cisco Documentation Team on Sep 1, 2017
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Start a Support Session

   

A Remote Support session provides an environment in which you can interact with your customer to resolve product issues.

    

Clear the Email check box if you want to wait until later to send an invitation to either a customer or another support representative. When the check box is selected, a new email message window automatically appears on your screen once the session starts.

    

If you are using the CSR dashboard, keep the Remote Support page open throughout the support session. If you close it, or open another web page in the browser window in which it appears, the session ends.

   
        
1    Log in to your Support Center website.
2    Select Start to start your support session.       

Depending on your user and site settings, Support Manager begins a session in single or multisession mode.

     
3    If you received an email invitation to the remote support session, enter your customer's email address and send it.
4    If you did not receive an email invitation, invite your customer to the support session as follows:
  •       

    If you have the CSR dashboard open, select the Tools tab then select Invite. Select an option on the Invite panel.

          
  •       

    If you are in a multisession window or have the icon tray available, select Invite. Select an option on the Invite panel.

           
    Tip              

    A customer can also join a support session by accessing your Support Center website, then selecting Join on the navigation bar.

           
          
       

Once the customer joins the session, the Remote Support page appears in the customer's web browser.

     
5    (Optional) Invite another customer support representative to your session by accessing the Invite panel again.

Invite a Customer or Another Support Representative to a Support Session

 

You can invite one or more customers or another support representative to a support session by:

  
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    Sending an invitation email message

      

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    Instructing the customer or support representative to join from the website

      

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    Sending an instant message with a join link

      

  

This topic describes how to invite a customer or support representative to a session by using email.

  
        
1    Do one of the following:
  •  

    On the CSR dashboard, select the Tools tab, then select Invite.

      
  •  

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

      
2    Select Customer or Support representative.
3    Type the email address of the recipient in the text box.
4    (Optional) Make sure that Send using my own email program is checked.  

When selected, this option:

  
  •  

    Sends the invitation by your own email program, rather than by Support Manager directly.

      

  •  

    Helps to prevent the recipient's spam filter from removing your invitation.

      

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    Helps the recipient to receive the invitation more quickly.

      

  
5    Select OK.   

If you chose to send the invitation using your own email program, the invitation appears in a new message window. The customer receives an email invitation with the support session link.

  

Attend to Multiple Customers in a Single Support Session

Managing a Single Support Session

  

You can attend to multiple customers in a single support session, or in multiple support sessions. Your site and your site privileges determine the option to manage multiple remote sessions. Your system administrator sets the maximum number of customers you can assist simultaneously.

      

All customers are listed in the Participants panel. To assist one, simply select their name.

   
  •     

    If you or a customer shares a desktop or application, all participants in the support session can view the shared software.

        

  •     

    Once you switch to a different customer, all current sharing activities end automatically. For example, if you are sharing your application or desktop, or viewing a customer's application or desktop, the sharing window automatically closes.

        

   

Managing Multiple Remote Sessions

       

Each customer is displayed in a separate session tab. Select a tab to assist a customer.

   

Assist Another Support Representative

Before You Begin   

Ensure that the support representative who is currently controlling the support session provides you with the session number for the session.

   
      
1    To join a support session from your Support Center website, log in to your Support Center website.
2    On the navigation bar, expand Provide Support, and then select Assist Session.
3    Type the Support Session number in the text box, and then select Join.       

You are now an assistant in the support session.

      

As an assisting support representative, you do not have control of the support session. However, the primary support representative can pass control to you or relinquish the session to you entirely.

     

Transfer Control of a Support Session

   

You can transfer control of a support session to another support representative who is assisting you in your session. This option is useful, for example, to escalate a call.

    

Once you transfer a session, you can remain in the session to observe application and desktop sharing, participate in a chat, and view video. At any time, the support representative to whom you transferred the session can transfer the session back to you.

   
      
1    Do one of the following:
  •       

    On the CSR dashboard, select the Session tab, then select the down arrow on the Transfer Session button and choose Transfer Control.

           

    The Transfer Control dialog box appears with a list of all customer support representatives who have joined the session as assistants.

          
  •       

    On the icon tray, or in the multisession window, select the Session button. Then, hold the cursor over Transfer Control to choose from a list of all customer support representatives who have joined the session as assistants.

          
2    Select the support representative's name in the list.       

The support representative now controls the support session. The control session functions now become unavailable to you unless the support representative transfers control of the session back to you.

      
  •        

    You can leave the session, but you cannot end the session unless control is transferred back to you.

           

  •        

    All support activities automatically end, including application and desktop sharing, file transfer, chat, video, and recording.

           

  •        

    If you started a voice call, the voice call continues if the system to which you are transferring control supports voice call requirements.

           

     
3    (Optional) You can transfer and relinquish the session to a WebACD agent or queue. This option is available only if you are a WebACD agent.

Transfer a Session to a WebACD Agent or Queue

   

You can transfer a support session to a WebACD agent or queue of WebACD agents. This option is useful, for example, to escalate a call and leave the session so that you can assist another customer.

    

The option to transfer a session is available only if you are a WebACD agent.

   
      
1    Do one of the following:
  •       

    On the CSR dashboard, select the Session tab, then select the down arrow on the Transfer Session button and select Transfer Session.

          
  •       

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

          
2    Do one of the following:
  •       

    Select the Queues tab and select a queue. You can select only one queue.

          
  •       

    Select one or more WebACD agents in the Agents tab.

          
3    (Optional) Type a personal message to an agent or to all available agents in a queue. The message can be up to 345 characters long.       

The session is now relinquished to the WebACD agent or queue for resolution and your participation is ended. You automatically leave the session. If you started a voice call, the voice call ends.

     
 

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