Having two people access the same application at the same time can be a little confusing at first. Don't worry, it's not difficult
it's just different, and it only takes a little cooperation between you and your co-worker to get familiar with this new and highly efficient way of working.
Here are a few tips about sharing the keyboard and mouse during a remote control session:
You can block the Client's keyboard and mouse.
Remember that you can set options to disable the Client's mouse and keyboard through Remote Control on the OPTIONS menu.
Use the telephone to negotiate when you want to make a change.
Don't forget to use the telephone! Let your colleague know when you are about to edit information, open a menu, start another application, and so on.
Keyboard and mouse sharing etiquette is important in order to hold an effective Remote Control session. Take turns using the mouse and typing, just like you would if you were both sitting in front of the computer where the application is running. Only one of you would use the keyboard or mouse at a time, and you should do the same during the session.
Don't type or move your mouse while the Client is making changes.
While your colleague is making changes, don't press any keys and don't move your mouse!
While it is possible to lock out the Client's keyboard and mouse, there will be instances where you will want the Client to demonstrate something on their computer. In these cases, it is best that you take turns and avoid accidental mouse or keyboard use that can cause confusion.
Another Support Specialist can take over the remote control session just by clicking the Remote Control button.
If there is another Support Specialist in the session who wants to use Remote Control, he or she just clicks the Remote Control button. Only one Specialist can use Remote Control at a time.
