There are two types of members in a support session: the Client and Help Desk Personnel.
A Client is the person who needs assistance. The Client may have a simple question about a message on the screen for example, or a more difficult problem where an application is not behaving as expected. Using Live Help, the Client demonstrates the problem to the help desk and receives help immediately.
There is only one Client in a support session.
Once the Client application starts, a Support Specialist can connect to the Client's computer.
On a network, a typical support session involves a Client and one Support Specialist. However, up to 7 Help Desk Personnel can join a session. When using a modem-to-modem connection, only the Client and one Specialist can participate.
Up to 8 people can participate in a support session on a network, while modem sessions are limited to 2 members.
A Support Specialist uses the Live Help toolbar to conduct the support session. Specialists have full use of all Live Help facilities, and they close the session once the problem is resolved.
Help Desk Personnel also have the ability to hold sessions with other Specialists. When a Support Specialist creates a session, the Live Help Expert application provides certain options including session name, password, and whether new Specialists should be confirmed as they join the session. Defaults are provided for all of these settings.
