Appendix - Session statuses in the Rescue Technician Console
The following table describes the possible statuses that are displayed in the Status column of the session queue in the Rescue Technician Console.
|Status||Description||Previous status||Next status|
|Active||Session is picked up either by a technician, or automatically by the Technician Console (if it was an incoming private session).|| || |
|Closed (by active customer)||The customer closed the session.|| ||Closed by technician|
Removed from TC queue (after closed by technician)
| || ||none|
|Closed by waiting customer||The technician did not pick up the session and the customer closed the session.|| ||none|
|Collaborating||The technician invited another technician to collaborate in the session and the invited technician already accepted the invitation.|| || |
|Connecting||The applet starts downloading after a PIN code is generated or the customer initiates a session on a channel.||PIN code generated or channel connection is initiated||Waiting|
|Incoming||Session has been transferred but not yet picked up by the intended recipient. This is the status that the intended recipient can see.|| || |
|Invitation||The technician was invited to collaborate in a session but has not yet accepted the invitation.||none|| |
|Offline||Rebooting or reconnecting fails for more than five minutes. Even if reconnecting fails and the session goes to Offline status, the Technician Console tries to reconnect to the customer's computer.|| || |
|On Hold||The session was put on hold.|| || |
|Outgoing||Technician A has transferred a session, but it has not yet been picked up by Technician B.||See Incoming status.||See Incoming status.|
|Rebooting||The technician reboots the customer's device.|| || |
|Reconnecting||There is a network connection problem on either the customer's or the technician's side.|| || |
|Timed out||The session timed out either because the Admin-defined timeout was exceeded or due to system timeout (after two weeks).|| || |
|Waiting||The customer downloaded and started the applet, and then connected to the Rescue gateway.||Connecting|| |
- Session status changes in the Rescue Technician Console
The following table describes how a session can get from a certain status to another one.
- Session status changes during technician monitoring
The following table describes how a session changes its status while a technician is monitoring another technician.