From Bright Pattern Documentation
< 5.19:Agent-guide | Tutorials | Calls
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During a phone call with a customer, you can provide immediate hands-on help with the click of a button. | During a phone call with a customer, you can provide immediate hands-on help with the click of a button. | ||
| + | == Procedure == | ||
| + | # Make sure you are logged in to the LogMeIn Rescue Technician Console.<br /><br /> | ||
# While on a service call, click the '''Start remote assistance''' [[File:Start-Remote-Assistance-Call-Icon-5399LogMeIn.PNG]] button.<br /><br />[[File:Active-Call2-5399LogMeIn.PNG|center|thumb|450px|During an active service call, click "Start remote assistance"]]<br /><br /> | # While on a service call, click the '''Start remote assistance''' [[File:Start-Remote-Assistance-Call-Icon-5399LogMeIn.PNG]] button.<br /><br />[[File:Active-Call2-5399LogMeIn.PNG|center|thumb|450px|During an active service call, click "Start remote assistance"]]<br /><br /> | ||
| − | # | + | # The ''Remote Assist Session'' dialog will be popped to Agent Desktop. This window displays the following:<br /><br /> |
| + | ## '''The Numeric PIN code''' (e.g., "123456") - The PIN is needed for starting the remote assistance session.<br /><br /> | ||
| + | ## '''Create Another PIN''' - Clicking this button will generate a new PIN number.<br /><br /> | ||
| + | ## '''URL for manual PIN input: oty.com''' - This is the URL that the customer will use for entering the PIN code.<br /><br /> | ||
| + | ## '''Close''' - Clicking this button will close the Remote Assist Session dialog, removing it from your Agent Desktop screen.<br /><br />[[File:Remote-Assist-Session-Call2-5399LogMeIn.PNG|center|thumb|450px|Example of the Remote Assist Session dialog]]<br /><br /> | ||
# Instruct the customer to type the URL into the address bar of their web browser and enter the PIN number.<br /><br /> | # Instruct the customer to type the URL into the address bar of their web browser and enter the PIN number.<br /><br /> | ||
| − | # Once the customer has successfully entered the PIN number on that page, a | + | # Once the customer has successfully entered the PIN number on that page, then the LogMeIn application for either desktop devices (Mac/Win) or mobile devices (Android/iOS) will either be downloaded or will be opened in the App Store or Google Play for downloading. |
| + | |||
| + | == What Happens Next == | ||
| + | === If the Customer Is on a Desktop Device === | ||
| + | # The page will open for the customer and will begin downloading the ''Support-LogMeInRescue'' application (Mac/Win). The customer will then open the app and give the required permission.<br /><br /> | ||
| + | # At the same time, you, the agent who is logged in to the LogMeIn Rescue Technician Console, will receive a sound notification in the console, and you will see that there is a new remote desktop session with status "Waiting."<br /><br /> | ||
| + | # Select the session in the application and click '''Start Session'''.<br /><br /> | ||
| + | # Then select either '''Remote control session''' to control and make changes to the customer's desktop, or '''viewing session''' to observe the customer's desktop only.<br /><br /> | ||
| + | # The remote assistance session is established.<br /><br /> | ||
| + | # During the remote assistance session, you and the customer can continue talking on the phone. | ||
| + | |||
| + | === If the Customer Is on a Mobile Device === | ||
| + | # The LogMeIn ''Rescue + Mobile'' app will be shown in the App Store or Google Play. The customer should download and launch the app. Then, the customer will enter the PIN manually.<br /><br /> | ||
| + | # At the same time, you, the agent who is logged in to the LogMeIn Rescue Technician Console, will receive a sound notification in the console, and you will see that there is a new remote desktop session with status "Waiting."<br /><br /> | ||
| + | # Select the session in the application and click '''Start Session'''.<br /><br /> | ||
| + | # The remote assistance session is established, and you can then observe the customer's mobile device screen only. For mobile devices, you cannot control or make changes.<br /><br /> | ||
| + | # During the remote assistance session, you and the customer can continue talking on the phone. | ||
| + | |||
Revision as of 23:07, 23 April 2020
<translate>
How to Start Remote Assistance During a Phone Call
During a phone call with a customer, you can provide immediate hands-on help with the click of a button.
Procedure
- Make sure you are logged in to the LogMeIn Rescue Technician Console.
- While on a service call, click the Start remote assistance
button. - The Remote Assist Session dialog will be popped to Agent Desktop. This window displays the following:
- The Numeric PIN code (e.g., "123456") - The PIN is needed for starting the remote assistance session.
- Create Another PIN - Clicking this button will generate a new PIN number.
- URL for manual PIN input: oty.com - This is the URL that the customer will use for entering the PIN code.
- Close - Clicking this button will close the Remote Assist Session dialog, removing it from your Agent Desktop screen.
- The Numeric PIN code (e.g., "123456") - The PIN is needed for starting the remote assistance session.
- Instruct the customer to type the URL into the address bar of their web browser and enter the PIN number.
- Once the customer has successfully entered the PIN number on that page, then the LogMeIn application for either desktop devices (Mac/Win) or mobile devices (Android/iOS) will either be downloaded or will be opened in the App Store or Google Play for downloading.
What Happens Next
If the Customer Is on a Desktop Device
- The page will open for the customer and will begin downloading the Support-LogMeInRescue application (Mac/Win). The customer will then open the app and give the required permission.
- At the same time, you, the agent who is logged in to the LogMeIn Rescue Technician Console, will receive a sound notification in the console, and you will see that there is a new remote desktop session with status "Waiting."
- Select the session in the application and click Start Session.
- Then select either Remote control session to control and make changes to the customer's desktop, or viewing session to observe the customer's desktop only.
- The remote assistance session is established.
- During the remote assistance session, you and the customer can continue talking on the phone.
If the Customer Is on a Mobile Device
- The LogMeIn Rescue + Mobile app will be shown in the App Store or Google Play. The customer should download and launch the app. Then, the customer will enter the PIN manually.
- At the same time, you, the agent who is logged in to the LogMeIn Rescue Technician Console, will receive a sound notification in the console, and you will see that there is a new remote desktop session with status "Waiting."
- Select the session in the application and click Start Session.
- The remote assistance session is established, and you can then observe the customer's mobile device screen only. For mobile devices, you cannot control or make changes.
- During the remote assistance session, you and the customer can continue talking on the phone.
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