Cisco Cisco WebEx Support Center WBS29.13 User Guide
Chapter 2: Manage a Support Session
12
A link in an instant message
Your Support Center website
This topic describes how to join a support session from your Support Center website.
1
Ensure that the support representative who is currently controlling the support
session provides you with the session number for the session.
session provides you with the session number for the session.
2
Log in to your Support Center website.
3
On the navigation bar, expand Provide Support, and then click Assist Session.
The Assist Support Session In Progress page appears.
4
Type the Support Session number in the text box, and then click Join.
You are now an assistant in the support session.
As an assisting support representative, you do not have control of the support
session. However, the primary support representative can pass control to you or
relinquish the session to you entirely.
session. However, the primary support representative can pass control to you or
relinquish the session to you entirely.
Transfer control of a support session
You can transfer control of a support session to another support representative who is
assisting you in your session. This option is useful, for example, if you need to escalate
a call.
assisting you in your session. This option is useful, for example, if you need to escalate
a call.
Once you transfer a session, you can remain in the session to observe application and
desktop sharing, participate in a chat, and view video. At any time, the support
representative to whom you transferred the session can transfer the session back to
you.
desktop sharing, participate in a chat, and view video. At any time, the support
representative to whom you transferred the session can transfer the session back to
you.
1
Do one of the following:
On the CSR dashboard, click the Session tab, then click the down arrow on the
Transfer Session button and choose Transfer Control.
The Transfer Control dialog box appears with a list of all customer support
representatives who have joined the session as assistants.
representatives who have joined the session as assistants.
On the icon tray, or in the multi-session window, click the Session button, and
then hold the cursor over Transfer Control to choose from a list of all
customer support representatives who have joined the session as assistants.
then hold the cursor over Transfer Control to choose from a list of all
customer support representatives who have joined the session as assistants.
2
Select the support representative's name in the list.