HELP FILE

How to Remote Control a Customer's Computer

Use Remote Control to operate the customer's device.

Requirements: The agent's Technician Group must have permission to launch remote control sessions.

The session must be Active.

During Instant Chat, remote control can only be started once the customer has downloaded the Rescue Applet.

  1. On the Technician Console Customer Desktop tab, click Launch Remote Control Session. The customer is prompted to accept or decline your request to control his computer.
  2. Ask the customer to accept the request. Remote control begins.
  3. Use the Remote Control toolbar to manage the remote session. All other Workspace tabs remain available.
  4. To end remote control, click the red X on the Remote Control toolbar. Remote control ends, but the session remains active.
Caution:
Transferring the session or placing it on Hold will end remote control.