Примечания к выпуску для Cisco Cisco WebEx Support Center WBS29.13
Remote Support FAQs
WebEx Support Center Release Notes and FAQs
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The speed of your computer's Internet connection
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Internet traffic
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Performance of your firewall and proxy servers
Although you may have a high-speed connection to the Internet, there may be congestion or packet loss
on the Internet. You usually can't do much about it other than to inform your network administrator or
Internet service provider. Congestion is often transient and resolves itself over time. You should, however,
report serious or persistent problems.
Q: How can I test performance?
Q: How can I test performance?
A: Use a route tracing utility, such as Trace Route, to determine where problems are exist between your
computer and the WebEx servers. The utility sends data from your computer and measures the time it
takes to for the data to reach the WebEx server. Ideally, data should take between 1-60 ms to reach the
server. If it takes between 60-100 ms, your connection is slow. Times longer than 100 ms are
unacceptably slow. If you continue to experience poor performance, contact your network administrator.
To run Trace Route on Windows, open a command prompt and then enter "tracert your_site_URL" (where
"your_site_URL" is the Web address of your WebEx service site). Make sure that you place a space after
"tracert".
Q: What's the best way to ensure auditing compliance?
Q: What's the best way to ensure auditing compliance?
A: To ensure auditing compliance WebEx site administrators can:
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Place disclaimer text on your Remote Support pre-session form
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Enable the option in the WebEx Site Administrator to automatically record all Remote Support
sessions
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Review the Remote Support event log to see CSR actions during support sessions
Q: What's the best way to gather diagnostic system information from customer computers?
A: From the CSR console, select the option to collect customer system information. You can then save the
information and upload it to your ticket management system. This way, system information gathered by
first level CSRs is automatically available to second and third level CSRs.
Q. Why can't I bookmark certain pages on my WebEx site?
Q. Why can't I bookmark certain pages on my WebEx site?
A. Your Support Center service Web site dynamically generates many of its pages so you cannot
bookmark them. You can, however, bookmark the following pages on your WebEx service site:
URL
Description
<sitename>.webex.com
The home page for your WebEx service site.
<sitename>.webex.com/meet/<username> Your Personal Meeting Room page, which shows online
sessions that you scheduled and any in-progress sessions
that you are currently hosting. You can provide this URL to
a user in an email, and you can print it on your business
cards. Users who view this page can join any meeting that