Cisco Cisco WebEx Support Center WBS29.11 Guida Utente
Chapter 2: Manage a Support Session
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The support representative now controls the support session. The control session
functions now become unavailable to you unless the support representative
transfers control of the session back to you.
functions now become unavailable to you unless the support representative
transfers control of the session back to you.
You can leave the session, but you cannot end the session unless control is
transferred back to you.
All support activities automatically end, including application and desktop
sharing, file transfer, chat, video, and recording.
If you started a voice call, the voice call continues if the system to which you
are transferring control supports voice call requirements.
3
Optional. You can transfer and relinquish the session to a WebACD agent or
queue. This option is available only if you are a WebACD agent.
queue. This option is available only if you are a WebACD agent.
Transfer a session to a WebACD agent or queue
You can transfer a support session to a WebACD agent or queue of WebACD agents.
This option is useful, for example, if you need to escalate a call and leave the session so
that you can assist another customer.
This option is useful, for example, if you need to escalate a call and leave the session so
that you can assist another customer.
The option to transfer a session is available only if you are a WebACD agent.
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 Session.
Transfer Session button and choose Transfer Session.
On the icon tray, or in the multi-session window, click Session, then choose
Transfer Session.
The Transfer Session dialog box appears.
2
Do one of the following:
Click the Queues tab and select a queue-you can select only one queue
Select one or more WebACD agents in the Agents tab
3
Optional. Type a personal message to an agent or to all available agents in a queue.
The message can be up to 345 characters long.
The message can be up to 345 characters long.
The session is now relinquished to the WebACD agent or queue for resolution and
your participation is ended. You automatically leave the session. If you started a
voice call, the voice call ends.
your participation is ended. You automatically leave the session. If you started a
voice call, the voice call ends.