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• 5.19

Beginning a Phone Call Remote Assist Session

1. When handling an active call, click the Remote Assist button.
   
   
   

   Remote Assist button seen during an active call
   
   
   
2. A Remote Assist tab will open in Agent Desktop's Context Information Area. This tab contains explanatory Remote Assist information that may be used during a voice interaction.
   • Note: If you are using the Embedded Agent Desktop widget in a CRM environment (e.g., Zendesk, ServiceNow, Dynamics, or Salesforce) the Remote Assist window will open in a separate pop-up.
     
     
     

     Remote Assist tab seen in the Context Information Area
     
     
     
3. Note: Voice interaction Remote Assist sessions necessitate that you provide the customer the Session Pin and Session URL vocally.
4. Instruct the customer to open a browser window and enter the session URL into the address bar.
5. This will take the user to an application launch window. Your customer will continue the process from there.
   
   
   

   Customer's view of the RA application launcher
   
   
   
6. Once the customer has successfully signed in, you will see their screen in your browser.
   
   

The potential view of a customer's screen in your Agent Desktop

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