Use Remote Control to operate the Client's applications and desktop from your office. While it is operating, you share control of the Client's computer in real-time!
Since both of you see any screen changes as they occur, problems are resolved quickly and accurately. For example, the Client can demonstrate the problem, and watch as you use remote control to provide the solution. In a training situation, you can then ask the Client to perform the same steps to verify that they learned the correct procedure. This just-in-time training cuts down on repeat calls.
A Support Specialist shares control of the Client's computer during a remote control session.
Remote Control works between the Client and one Support Specialist. The Client demonstrates the problem by running applications, opening data files, and operating the computer normally. A Specialist shares control of the Client's computer. It's just as if both people are sitting at the Client's computer, taking turns using the mouse and keyboard.
Use Remote Control to operate any Windows(R) application or the Client's entire Windows(R) desktop. You can also control windowed DOS applications.
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 applications that support Direct X / OpenGL
The screen of the 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
Remote Control does not make copies of the Client's applications or data files.
For security purposes, the Client keeps possession of his or her applications and files. A Support Specialist's computer does not receive a copy of any data files, and does not need to possess or run the same application. During a remote control session, Live Help sends the Specialist's keystrokes and mouse movements to the Client's computer, where they are processed.
You start and stop Remote Control by pressing the Remote Control button or by selecting Remote Control from the TOOLS menu. While the button is pressed, Remote Control is active. You and the Client make changes using the keyboard and mouse.
If additional Help Desk Personnel join the session, they also view the actions but cannot make changes because only one Specialist at a time can use Remote Control. However, another Specialist can take Remote Control just by pressing the Remote Control button. Typically, you leave Remote Control running throughout the entire session. However, if you want to stop remote control, simply click the Remote Control button again. Shared control of the Client's computer and applications ends, and Screen Transfers of the Client's screen continues.
