HELP FILE

The following table describes how a session can get from a certain status to another one.

Start status End status How to get there
Connecting Waiting Customer downloads and starts the Applet.
Connecting Removed from TC queue
  1. Technician creates a PIN code but does not run the Applet or accepts the T&C. Tip: You can define the T&C in Administration Center > Technician Group > Settings tab > Customer Applet.
  2. Technician lets the connecting session time out (for example, after one minute, or as defined in Administration Center > Technician Group > Settings tab > Time-outs).
Waiting Active
  1. Technician creates a PIN code and shares that with the customer by any connection method.
  2. Customer downloads the Applet.
  3. Technician starts a session in the Technician Console.
Waiting Outgoing Technician transfers the session from Technician Console session queue.
Waiting Removed from TC queue
  1. Customer downloads the Applet.
  2. Technician lets the connecting session time out (as defined in Administration Center > Technician Group > Settings tab > Time-outs).
Waiting Reconnecting
  1. Customer downloads the Applet.
  2. LAN gets disabled on customer's side.

Session will be in Reconnecting status in one minute.

Waiting Rebooting Technician initiates a reboot on the customer's computer while the session is in Waiting status in the Technician Console queue.
Active Closed
  1. Customer downloads the Applet.
  2. Technician starts a session in the Technician Console.
  3. The Applet is closed on the customer side.
Active Timed Out
  1. Admin sets Active session idle timeout in the Administration Center. (For example, to one minute.)
  2. Customer downloads the Applet.
  3. Technician starts a session in the Technician Console.

Technician Console should not be in focus until Active session idle timeout is reached. Certain processes will prevent time out, including the following: an open remote control, screen sharing, or file manager session; a pending file transfer; an open save dialog; or a pending Calling Card deployment.

Active Removed from TC queue Technician closes an active session by clicking End session.
Active Rebooting Technician initiates a reboot from Technician Console or asks the customer to reboot his computer.
Active Reconnecting Technician disables LAN connection on the Customer's side or Customer's computer loses network connection.
Active Collaborating
  1. Technician A invites Technician B to a session to collaborate.
  2. Technician A gives lead status to Technician B.
  3. Technician B gives lead status back to Technician A.

In this case, the status of Technician B changes from Active to Collaborating.

Active On Hold Technician clicks Hold session on an active session.
Active Outgoing Technician clicks Transfer session on an active session.
On Hold Active
  1. Technician places the session on hold.
  2. Technician clicks Start session.
On Hold Outgoing
  1. Technician places the session on hold.
  2. Technician clicks Transfer session.
On Hold Rebooting
  1. Technician places the session on hold.
  2. Customer reboots his computer.
On Hold Collaborating
  1. Technician accepts a collaboration invitation by clicking Start session.
  2. Technician places the collaboration session on hold by clicking Hold session.
  3. Technician clicks Start session to start the session again.
On Hold Closed
  1. Technician places the session on hold.
  2. Customer closes the Applet.
On Hold Reconnecting
  1. Technician places the session on hold.
  2. LAN gets disabled on customer's side.
Reconnecting Active
  1. Technician initiates a session.
  2. Technician clicks Start session to start it.
  3. LAN gets disabled on customer's side.
  4. LAN is enabled.
Reconnecting On Hold
  1. Technician places the session on hold.
  2. LAN gets disabled on customer's side.
  3. LAN is enabled.
Reconnecting Timed Out
  1. Admin sets Active session idle timeout in the Administration Center. (For example, to one minute.)
  2. LAN gets disabled on customer's side.
  3. Active session idle timeout expires.
Reconnecting Removed from TC queue
  1. LAN gets disabled on customer's side.
  2. Technician clicks End session.
Reconnecting Waiting
  1. Customer downloads the Applet but the Technician does not start the session.
  2. LAN gets disabled on customer's side.
  3. LAN is enabled.
Reconnecting Incoming
  1. Technician transfers a session.
  2. LAN gets disabled on customer's side.
  3. LAN is enabled.
Reconnecting Offline
  1. LAN gets disabled on customer's side.
  2. Technician waits more than five minutes.
Offline Active
  1. LAN gets disabled on customer's side.
  2. Technician waits more than five minutes.
  3. LAN is enabled.
Offline Timed Out
  1. Admin sets active session timeout to at least eight minutes in the Administration Center.
  2. LAN gets disabled on customer's side.
Offline Removed from TC queue Technician selects a session in Offline status and clicks End session.
Offline On Hold
  1. Technician places the session on hold.
  2. LAN gets disabled on customer's side.
  3. Technician waits more than five minutes.
  4. LAN is enabled.
Offline Waiting
  1. Customer downloads and starts the Applet but the Technician does not start it in the Technician Console.
  2. LAN gets disabled on customer's side.
  3. Technician waits more than five minutes.
  4. LAN is enabled.
Incoming Outgoing
  1. Technician starts a session in the Technician Console.
  2. Technician clicks Transfer session and selects a technician group or channel.
Incoming Reconnecting
  1. Technician transfers a session.
  2. LAN gets disabled on customer's side.
Incoming Rebooting
  1. Technician transfers a session.
  2. Customer's computer is rebooted.
Incoming Removed from TC queue
  1. Technician transfers a session.
  2. Close the Applet or pick up the outgoing session in the original Technician Console.
Incoming Active Technician picks up an incoming session.
Outgoing Active
  1. Technician A transfers a session to Technician B.
  2. Technician A clicks Start session on the Outgoing session.

In this case, the session is removed from the TC queue of Technician B, who did not pick up the incoming session.

Outgoing Incoming
  1. Technician A transfers a session to Technician B.
  2. Technician B transfers the incoming session back to Technician A.
Outgoing Rebooting
  1. Technician transfers a session.
  2. Technician reboots the customer's computer.
Outgoing Closed
  1. Technician transfers a session.
  2. Customer closes the Applet.
Outgoing Removed from TC queue
  1. Technician A transfers a session to Technician B.
  2. Technician B picks up the session.

In this case, the session is removed from the TC queue of Technician A.

Invitation Collaborating
  1. Technician starts a session in the Technician Console.
  2. Technician clicks Invite technician.
  3. The invited technician click Start session.
Invitation Removed from TC queue
  1. Technician starts a session in the Technician Console.
  2. Technician clicks Invite technician.
  3. Technician clicks Remove technician.
Collaborating Rebooting
  1. Technician starts a session in the Technician Console.
  2. Technician A invites Technician B to a session to collaborate.
  3. Technician B accepts the invitation.
  4. Technician B reboots the customer's computer from the Technician Console or from the customer's side.
Collaborating Removed from TC queue (Timed Out)
  1. Admin sets Active session idle timeout in the Administration Center. (For example, to one minute.)
  2. Technician removes focus from the Technician Console while collaborating.
Collaborating Closed
  1. Technician starts a session in the Technician Console.
  2. Technician A invites Technician B to a session to collaborate.
  3. Technician A close the session as the lead technician or the Customer closes the session.
Collaborating On Hold Technician clicks Hold session while collaborating.
Collaborating Removed from TC queue
  1. Technician A invites Technician B to a session to collaborate.
  2. Technician A clicks Remove technician to remove Technician B.

In this case, the session is removed from the TC queue of Technician B.

Collaborating Active
  1. Technician A invites Technician B to a session to collaborate.
  2. Technician A hands-off lead status to Technician B.
  3. Technician B accepts the lead status by clicking the Accept lead status blinking green button above his chatlog.
Rebooting Active Either the Technician or the customer reboots the customer's computer.
Rebooting Closed
  1. Technician A invites Technician B to a session to collaborate.
  2. One of the Technicians reboots the customer's computer.
  3. Technician with the lead closes the session during reboot.
Rebooting Removed from TC queue
  1. Technician A invites Technician B to a session to collaborate.
  2. Technician A (with the lead) reboots the customer's computer.
  3. Technician A removes the collaborating Technician B during reboot.
Rebooting Outgoing
  1. Technician initiates a session.
  2. Technician clicks Transfer session.
  3. Technician reboots the customer's computer after the session acquires Outgoing status.
Rebooting On Hold
  1. Technician starts a session in the Technician Console.
  2. Technician places the session on hold.
  3. Reboot the customer's computer from the Applet side.
Rebooting Incoming
  1. Technician starts a session in the Technician Console.
  2. Technician clicks Transfer session.
  3. Customer reboots the his computer.
Rebooting Collaborating
  1. Technician A starts a session.
  2. Technician A clicks Invite technician.
  3. Technician B accepts the invitation.
  4. Technician B reboots the customer's computer.

After reboot, Technician B's status changes from Rebooting to Collaborating.

Rebooting Waiting
  1. Technician initiates a session but does not start it.
  2. Customer restarts his computer.
Closed Removed from TC queue
  1. Technician starts a session in the Technician Console.
  2. Customer closes the session.
  3. Technician clicks End session in the Technician Console.
Timed Out Timed Out
  1. Admin sets Active session idle timeout in the Administration Center. (For example, to one minute.)
  2. Technician initiates a session.
  3. Technician move focus from the Technician Console so that the session times out.
  4. Technician leaves the Timed Out session in the Technician Console queue and wait at least three minutes.

The session remains in Timed Out status and does not disappear from the queue.

Timed Out Removed from TC queue
  1. Admin sets Active session idle timeout in the Administration Center. (For example, to one minute.)
  2. Technician initiates a session.
  3. Technician moves focus from the Technician Console so that the session times out.
  4. Technician clicks End session.