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  • WebEX Support Center - Mac
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Use support center to connect yourself and one other person and share your desktop or share/control their computer.

If the person is already on the phone then direct them to the support center.

http://shareohio.webex.com/sc

Meanwhile on your computer you need to start a remote support session.

Starting a Remote Support Session

  1. Login to Support Center

http://shareohio.webex.com/sc


2. Click the Start a support session


Check the email box if you want to send an email invitation.

3. The session will open in a new window.

Connecting a Client to the Session

1. Direct the client to go to the support center website. ( http://shareohio.webex.com/sc)

Tell the client to click the Join a support session button.

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2. Give them the 9 digit session number (from the blue bar on your support center screen)


They will enter this on the pre-session form along with 

First Name
Last Name
Email Address
Company 

3. Click Submit button and client will be prompted to join session. Connection dialogs will resemble the following according to what kind of client is being connected.

IE 9                                                                         IE 7                                                                        Firefox

4. Choose " run a temporary application to join " (Firefox and IE <9) or click blue button for IE9 to run Java Application.

For the Java version when the dialog appears they should click run.

the connection dialog will appear. (this step can take a little while if it is the first time you have connected)

 

7. The remote support window will open. They are ready for you to view or control their screen.

Making Connections to your client

You can interact with your client by opening a chat window (generally not necessary if you are on the phone)

The transfer file button allows you to send a file to the client.

 

  1. Click the Desktop tab to access the connection tools.

You will likely do one of the following.

  • View the desktop of your remote client ( Request View button)
  • Control the remote computer of your client ( Request Control button)

Once a button is clicked the remote client will get a message asking permission for connection.

When sharing begins the window will have a green sharing button and the sharing toolbar will appear.

 

 

The functions of each of the buttons is shown below.

Request View

Send a request to a customer to view his or her entire desktop. Once customer approves your request, a sharing window opens, in which you can view the customer's desktop and any actions that the customer takes on the desktop.

Request Control

Send a request to a customer to control his or her entire desktop. Once customer approves your request, a sharing window opens, in which you can remotely control the customer's desktop.

Share View

Send a request to a customer to open a view of your desktop on his or her computer. Once the customer approves your request, a sharing window opens on the customer's computer, displaying your desktop. The customer can view any actions that you take on your desktop.

Share Control

Send a request to a customer to open a view of your desktop on his or her computer and let the customer control your desktop. Once the customer approves your request, a sharing window opens on the customer's computer, displaying your desktop. The customer has full control of your on your desktop.

Sharing Applications

If you want to restrict your sharing to single applications you can do so using the Application tab.

 

The functions of each button is shown below. (Co-Browsing is not enabled)

Request View

Send a request to a customer to view an application on his or her computer. Once customer approves your request, the customer can select an application to share. A sharing window then opens on your computer, in which you can view the customer's application and any actions that the customer takes in the application.

Request Control

Send a request to a customer to control an application on his or her computer. Once customer approves your request, the customer can select an application to share. A sharing window then opens on your computer, in which you can remotely control the customer's application.

Share View

Send a request to a customer to open a view of your application on his or her computer. Once the customer approves your request, you can select an application to share. A sharing window then opens on the customer's computer, displaying your application. The customer can view any actions that you take in your application.

Share Control

Send a request to a customer to open a view of your application on his or her computer and let the customer control your application. Once the customer approves your request, you can select an application to share. A sharing window then opens on the customer's computer, displaying your application. The customer has full control of your application.

 

Disconnecting your Client.

Use the End Session button in the the Session tab to end the support session.

The user may leave the session at any time using the Leave Session button on their screen.

You will be notified that the user has left the session.

 

 

 

 

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