Atellica® Solution Starting a Remote Session Video Version 1.25 and Below

In this demonstration, we will discuss how to use the remote assistance feature to start a remote session without creating a service support ticket. This would be the case when the operator has contacted the local Technical Support provider by phone and during the call the local Technical Support provider asks the operator to open a remote session while remaining on the phone. To start a remote session, first select the remote assistance icon in the status bar at the bottom of the screen. On the service Support Request Screen, Select start a remote session and then next. A screen will display with a passcode. Give the four digit passcode to the provider on the phone. When the local Technical Support provider begins the remote session, a warning message will display on the screen. Read the message, and then select unlock. The sign in window will display. Enter the operator ID and password to sign into the system. To allow the local Technical Support provider access to view and control the screen, select allow. When the remote session is active, the remote assistance icon in the status bar displays in green and the Teamviewer window displays during a remote session. The local Technical Support provider has access to view and control the screen. Through the Teamviewer window you can chat with the local Technical Support provider, enter text in the chat section, and then select send. To utilized drawing tools to point out a section of the screen to the local Technical Support provider, select the whiteboard icon. Select one of the drawing tools and then draw on the screen. The whiteboard tools can be used to draw on the screen as shown in this example. If the operator tablet is being used, select the video icon to initiate video sharing with the local Technical Support provider. To disconnect from the remote session at anytime, select end remote session, then yes and then OK. After disconnecting, the operator must sign back into the system. This completes our overview of using the remote assistance feature to start a remote session without creating a service support ticket.

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