Cisco Cisco WebEx Support Center WBS29.13 Release Notes
Remote Support FAQs
8
WebEx Support Center Release Notes and FAQs
Q: What hot keys can my customer use during sessions?
A: Hot keys are keyboard shortcuts customers can use to quickly carry out a function. Customers can use
the following hot keys:
•
Leave session: Ctrl + F10
•
Start chat session: Ctrl + F8
•
Close the chat window: Ctrl + F3
•
End file transfer session: Ctrl + F7
•
Close the application or desktop sharing windows: Ctrl + F9
•
Bring the chat window to the foreground: Ctrl+Shift+F3
Q: Can I automatically end inactive Remote Support sessions?
A: Yes. WebEx site administrators can set an option on the Site Administration page to automatically end
inactive sessions. When a session is inactive for the specified period of time, a warning message appears
so that CSRs can choose to continue the session or allow it to automatically end. For more information and
detailed instructions, see the WebEx Site Administrator guide on the Support page of your Support Center
service site.
Sharing Applications and Desktops
Q: What types of files and applications can I view or control in Remote Support sessions?
A: You can view or control almost any application that runs on your customer's computer.
Q: Do I need to have the application that I want to view or control on my computer?
Q: Do I need to have the application that I want to view or control on my computer?
A: No.
Q: What happens if my customer's screen uses a different resolution than mine?
Q: What happens if my customer's screen uses a different resolution than mine?
A: Remote Support can appropriately display your customer's desktop or application even if the resolution
on your computer is different. For best results, set your monitor to 800 x 600 pixels.
Q: Why do I sometimes see a yellow cross-hatched pattern when viewing a customer's
Q: Why do I sometimes see a yellow cross-hatched pattern when viewing a customer's
application?
A: The cross-hatched pattern is the shadow of a window that is covering the application on your
customer's screen. Ask your customer to close the window and the pattern will disappear.
Other Questions
Q: How can I improve the performance of my Remote Support sessions?
A: Some of the factors that affect performance include: