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• 5.19 • 5.3 • 5.8

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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.

1. While on a service call, click the Start remote assistance button.
   
   
   

   During an active service call, click "Start remote assistance"
   
   
   
2. Your desktop will display a pop-up window with a URL (e.g., “oty.com”) for manual input and PIN number (e.g., “1234567”). This dialog will stay on the screen throughout the remote session.
   
   
   

   Example of the Remote Assist Session dialog
   
   
   
3. Instruct the customer to type the URL into the address bar of their web browser and enter the PIN number.
   
   
4. Once the customer has successfully entered the PIN number on that page, a chat and remote control session will be displayed on your desktop.

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