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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


Leave the email box unchecked if you DONT want to send an email.

3. The session will open with the Invite Screen

 

 

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 Invite 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.

Note: the only way for a client to chat with you is to return to the Remote Support screen and chat in that window.

Making Connections to your client

Once connected the participants window will show the connected client and the toolbar will show below the window.

Use the remote control menu to interact with your client

  • Desktop
    • Request View
    • Request Control

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 for the client.

 

The functions of each of the menu items in the Desktop section of the Remote Control Menu 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 items in the Application section of the Remote Control menu.

 

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.

 

Closing Sharing and Ending the Session

To close out from a sharing instance you can choose stop sharing from the Remote Control Menu

The client can end the sharing instance by clicking the dropdown and choosing “Stop Desktop sharing”.
The session remains open and you may request control again. 

 The client will be returned to the session screen.

 The client can end the session by clicking the leave session button.

 

The client is prompted for an optional survey which they can either complete or close the window without completing.

 

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

Host Closing Sharing

If you want to end the session at the host end use the Exit Session button on the far right of the toolbar.

You will be prompted to save any notes you have taken

Saved notes appear under my files in the MyWebEX section of the ShareOhio website.

 

 

 

 

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