Cisco Cisco WebEx Support Center WBS29.13 User Guide
Chapter 1: New to Remote Support?
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Session types
A Remote Support session can be one of two types. A session type is determined by
how the session begins.
how the session begins.
Inbound session: Customers select a web page link to get help and are
automatically placed in your support queue. After you are done assisting your
current customer, you can accept the next customer in the queue. The session
begins automatically with the customer in attendance. To use this feature, you
must have WebACD installed.
automatically placed in your support queue. After you are done assisting your
current customer, you can accept the next customer in the queue. The session
begins automatically with the customer in attendance. To use this feature, you
must have WebACD installed.
Outbound session: You start the session and then invite the customer by phone,
email, or instant message. You provide the customer with the support session
number and the website address for the support session. The customer then joins
the session.
email, or instant message. You provide the customer with the support session
number and the website address for the support session. The customer then joins
the session.
Tip:
Depending on your site settings, you can choose to help customers in single session or multi-
session mode:
Single session—help one customer at a time
Multi-session—help multiple customers simultaneously
Console options
Support Center provides you with three options for conducting support.
CSR Dashboard: appears within your browser window and has a fixed set of tabs.
To provide support to a customer, use the buttons on the tabs.
To provide support to a customer, use the buttons on the tabs.
Compact icon tray: browser-based, takes up little desktop space, and can easily be
moved around your desktop.
moved around your desktop.
Multi-session window: provides all the tools you need to assist multiple customers
concurrently.
concurrently.
Each option enables you to view session and customer information, and perform
common tasks.
common tasks.
Note that you cannot use some Remote Support features until a customer joins the
support session. If you are currently using the compact icon tray, and wish to switch
to the CSR dashboard or the multi-session window, see your site administrator.
support session. If you are currently using the compact icon tray, and wish to switch
to the CSR dashboard or the multi-session window, see your site administrator.