Another way to start a session using a Modem is for the Client to place the data call to the help desk. In this case, the Client may be in a location where he or she cannot directly receive an incoming data call (in a business office or a hotel where an operator answers all incoming calls for example), or you want the Client to pay the long distance charge for the call.
For the Client to dial the Help Desk:
First, the help desk starts the Live Help Expert application, using Create from the SESSION menu to create a Modem session. Set a password if needed. The Support Specialist waits for the incoming data call from the Client.
Note
Since Live Help Monitor does not support the ability to create sessions, the Live Help Client application cannot dial out to the Live Help Monitor application.
Make sure that the Client is configured for the Modem Communications Type, and the Dial Out option. When you start the Client application, the Client Dial dialog box displays on the Client's screen as shown in the following example:
The Client enters the telephone number of the help desk modem in the Phone Number field, or clicks on an entry in the Phone Book.
If you are not using the Dialing Rules facility (i.e. you have created an address book entry that is configured not to use them), the phone number must include any required pre-dial numbers such as a "1" for long distance, or an "8" or "9" for an outside line, when typing the phone number.
The Client can alternatively use the Dial Rules button to automatically add any needed prefix numbers, to suppress the dialing of your local area code, or to enter calling card information.
If the Support Specialist set a password, the Client enters it in the Password field.
The Client then selects his or her current telephone location from the Dialing From drop-down box. This drop-down list box displays the standard dialing locations defined in your copy of Windows(R). To add or remove a dialing location, click the Dial Rules button and use the controls in the Dial Rules dialog box.
Finally, to connect to the Support Specialist, the Client clicks the Dial button. Live Help makes the modem connection. The Client dial dialog box automatically closes and the support session begins.
