Cisco Cisco WebEx Support Center WBS29.11 User Guide
Chapter 4: Manage a Customer's Computer
25
Log on to a customer's computer as a different user
Note:
Technical support features such as this one can be disabled for a WebACD queue by your
site administrator. If this feature is not appearing on your site, contact your site administrator for
assistance.
During a support session, you can log on to a customer's computer as another user.
For example, you may want to log on to the computer using an administrator account
so you can perform additional activities on the computer. If the customer's computer
is attached to an internal network, you must log on using an account on that network.
For example, you may want to log on to the computer using an administrator account
so you can perform additional activities on the computer. If the customer's computer
is attached to an internal network, you must log on using an account on that network.
Logging on as a different user temporarily logs the customer off of the computer. For
Windows 7 and Vista users, all applications that were running on the customer's
computer will be closed.
Windows 7 and Vista users, all applications that were running on the customer's
computer will be closed.
You can log off the customer's computer at any time during the session, and
automatically log the customer back on the computer. If you are logged on to the
customer's computer when you end the session, Support Manager automatically logs
the customer back on to his or her computer.
automatically log the customer back on the computer. If you are logged on to the
customer's computer when you end the session, Support Manager automatically logs
the customer back on to his or her computer.
1
Do one of the following:
On the CSR dashboard, under Customer Information, click Log On as
Different User.
Different User.
On the icon tray, or in the multi-session window, click the Session button,
then choose Customer Computer > Log On As Different User.
then choose Customer Computer > Log On As Different User.
A message appears, informing you that the customer has received your request to
log on to his or her computer. Your request appears in a message box on the
customer's screen. The customer must grant permission to you by clicking OK in
the message box.
log on to his or her computer. Your request appears in a message box on the
customer's screen. The customer must grant permission to you by clicking OK in
the message box.
2
Click OK to close the message box on your computer.
If the customer approved your request, the Log On to Customer Computer dialog
box appears.
box appears.
3
Provide the required account information, and then click OK.
4
To log off the customer's computer, do one of the following:
On the CSR dashboard, under Customer Information, click Log off.
On the icon tray, or in the multi-session window, click the Session button,
then choose Customer Computer > Log out [user name].
then choose Customer Computer > Log out [user name].