Imagine you are sitting in your office at the help desk and the phone rings. At the other end is a frustrated user asking for help. They immediately begin to explain what they did, what they were trying to do, and what is on the screen. While you try to figure out what is wrong, you ask questions which the user may or may not know how to answer. Perhaps you can eventually solve the problem over the phone, but more often than not you have to go to the person's office. Of course the office visit may not be possible if the person is in another building or city. If only you could see the Client's screen . . .
With Live Help, you can! In just a few seconds, you start a support session and see everything on the Client's screen. While you talk on the phone, your Client demonstrates the problem. You receive screen changes continuously, watching as the Client moves the mouse, opens menus, responds to dialog boxes, and so on. It's just as if you are looking over someone's shoulder.
The Screen Transfer feature allows you to view the Client's screen. You can see either Windows(R) or windowed DOS screens. When the support session begins, the Live Help Expert application automatically starts Screen Transfers from the Client's screen. Typically Screen Transfers of the Client's screen remain in progress throughout the entire support session.
You can also start Screen Transfers of your screen to the Client, if you want to show some training material for example.
Note
You cannot view or operate on the following screens.
The MS-DOS(R) prompt screen in full screen mode (If it has a window pane, it is possible to share and remotely operate the screen
The screen of the applications that support Direct X / OpenGL
The screen of Windows(R) applications that have motion picture and sound features
The screen of the applications that do not work properly without system reboot after changing the settings in display properties
There are two Screen Transfer buttons on your toolbar
one controls Screen Transfers for the Client, the other controls yours. Just click the appropriate button to easily start or stop Screen Transfers.
When you use Screen Transfers you can immediately see what the Client is talking about!
Use Screen Transfers to see the Client's screen, or show your screen to the Client.
