Help Desk Personnel start and stop Screen Transfers. You can either start Screen Transfers of the Client's screen, or start Screen Transfers of your screen. If other Help Desk Personnel are in the session, they also receive the screen data.
When the session begins, you automatically receive Screen Transfers from the Client.
When the support session begins, the Receive Screens button is automatically pressed and you view the Client's screen in your Live Help window. If for some reason Screen Transfers from the Client are stopped, you can start them by:
Clicking the Receive Screens button. Screen Transfers from the Client's computer begin immediately. This button stays pressed while transfers are in progress. OR...
Choose Receive Screen from the TOOLS menu. The Receive Screen menu displays a check mark while Screen Transfers are in progress.
If you want to use Remote Control to operate the Client's applications and desktop, click the Remote Control button. Refer to Remote Control for more information.
You can show the other session members your screen.
If you want to show the Client your screen, there are several ways to start Screen Transfers. Choose the method that is most convenient for you. Once Screen Transfers start, the Client sees everything from your screen in a Live Help window on their computer.
To start Screen Transfers of your screen:
Click the Send Screens button on your toolbar. Your Send Screens button stays pressed while Screen Transfers are in progress. OR...
Choose Send Screen from the TOOLS menu. The Send Screen menu displays a check mark while Screen Transfers are in progress.
Note
Important
If you are using Remote Control, you must end Remote Control before you can start Screen Transfers of your screen. Just click the Remote Control button.
There is one case where the Client does not see everything on your screen. When Live Help dialog box displays on the Support Specialist's screen
Screen Transfers temporarily suspend. An example is the Client File Exchange dialog box. Once you are finished and close the dialog box, Screen Transfers resume.
Send Screen is not available in the Live Help Monitor application, only in Live Help Expert. Refer to Live Help Monitor for more information.
