When the session begins, you see everything on the Client's screen. You also have Remote Control of the Client's computer (if you have not changed the default and the client has not denied or blocked the request).
As soon as the connection is established to the Client, your Live Help window changes. It displays the current contents of the Client's screen, and you have Remote Control of the Client's computer (if you have not changed the default option to request Remote Control automatically at the start, and if the request has not been rejected by the Client).
In Remote Control, you share control of the Client's applications and desktop with the Client. You can also configure the software to block the Client's mouse and keyboard input during Remote Control.
On the Client's screen, the dialog box that displayed the person's name closes, but otherwise the screen does not change when the support session begins.
It is important to remember that whenever you have Remote Control, and as long as the Live Help window has focus (is the active window), then moving your mouse actually moves the mouse on the Client's computer screen. If you type, the keystrokes are sent to the Client's active application. It is just as if you walked over to the Client's computer and used their mouse and keyboard.
If the Live Help window loses focus, for example if you click outside the Live Help window to access an application on your computer, mouse movements and keystrokes are processed by your computer, and are not sent to the Client.
Full screen view enlarges the Live Help Expert window to its maximum size, and removes the title bar, scroll bars, and menus so you can see more of the Client's screen.
You can change from a windowed to a full screen view to see more of the Client's screen. Just click the Full Screen button or choose Full Screen from the VIEW menu. You can also double-click the right mouse button within the Live Help Expert window if you are not using Remote Control.
The Live Help window title bar, scroll bars, and menus are removed. In this full screen view, you access the Live Help menus by moving your mouse to the top of the screen
a pop-up menu displays a list of the Live Help menus: SESSION, VIEW, TOOLS, OPTIONS, and HELP. To close the pop-up menu list, click the mouse outside of the menu list or press ESC.
To return to the windowed view, click the Full Screen button or choose Full Screen again from the VIEW menu. You can also double-click the right mouse button within the Live Help Expert window if you are not using Remote Control.
The Scale Screen function shrinks the incoming Client screen to fit in the Live Help Expert window.
You can also "scale" the Client's incoming screen to fit in the Live Help Expert window. To accomplish this, select Scale Screen from the VIEW menu. The incoming Client screen will then shrink to fit inside the Live Help Expert window.
You can customize the toolbar to display the Scale Screen button if you wish.
Let's take a look at an example of a Live Help Expert window, as it appears when a support session begins.
In this example, the Support Specialist is remotely examining the network configuration on the Client's system.
Note
No Live Help window appears on the Client's screen because the Specialist controls the session.
The areas of the Live Help Expert window are explained in the following sections.
