From Bright Pattern Documentation
< 5.3:Agent-guide | Tutorials | Calls
• 5.3
Contents
- Agent Guide Introduction
- Welcome
- What Is Agent Desktop?
- User Interface OverviewGetting Started
- SetupUsage
- Working in Agent DesktopTutorials
- Tutorials
- Tutorials Overview
- Calendar
- Calls
- Overview
- Call ControlsAccepting/Rejecting Calls
- How to Answer an Incoming Call
- How to Reject an Incoming CallAfter Call Work and Dispositions
- Dispositions and Notes
- How to Wrap Up After Call WorkCallback Reservation
- About Callback ReservationConferences
- How to Host a Conference
- How to Participate in a ConferenceConsultations and Transfers
- How to Make Consultations and TransfersDirectory
- How to Use the DirectoryFavorites
- How to Use Favorite ContactsFollow-ups
- How to Schedule a Follow-up ActivityMute and Hold
- How to Hold and Retrieve a Call
- How to Mute a Call
- How to Release a CallPlacing Calls and Using the Dial Pad
- How to Make an Internal Call
- How to Make an Outbound Call
- How to Speed Dial Through External IVRsRecording and Voice
- How to Connect a Voice Application to Your Call
- How to Record a Call
- How to Stop Call Recording
- How to Use Prerecorded Messages
- Voice Signatures Redialing
- How to Redial a Previously Dialed NumberRemote Assistance
- Overview: Remote Assistance During Calls
- How to Initiate Remote Assistance During a Phone Call
- How to Transfer a Call with an Active Remote Assistance SessionSending Numeric Information
- How to Send Numeric InformationService Queue
- How to Place a Call in a Service Queue
- Cases
- Chat Center
- Chats
- Contacts
- Knowledge Base
- Outbound Campaigns
- Search
- StatesHelp
- Troubleshooting
Overview: Using Remote Assistance During Calls
When remote assistance integration is enabled for your contact center, you can provide remote desktop/mobile device support to customers during conversations. That means having authorized access to the customer’s device screen, having navigational control, and being able to type and make changes on their device during an active interaction. Remote assistance makes it easier to provide troubleshooting and help.
Requirements
At this time, Bright Pattern Contact Center supports remote assistance via integration with LogMeIn Rescue, which requires the following:
- LogMeIn Rescue integration must be enabled for your contact center.
- You, the agent, must be an authorized technician and user of the LogMeIn Rescue Technician Console application.
- Your contact email address for Bright Pattern Contact Center must match the email address for your LogMeIn Rescue account.
Tutorials
The following articles will guide you through some of the ways that you can use remote assistance during phone calls:
- How to Start Remote Assistance During a Phone Call
- How to Transfer a Call with an Active Remote Assistance Session