WebEx - Support Center FAQs

Q1. What do I need to start or attend Remote Support sessions?

To use Remote Support you will need a user account; if you do not have one, ask your site administrator to set one up for you. Then download Remote Support from the Support page of your Support Center service site.

Note: To start or attend fully interactive Remote Support sessions on Asian versions of WebEx Remote Support (Japanese, Korean, Traditional Chinese, and Simplified Chinese), you will also need a localized version of Windows.

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Q2. Can I use Remote Support if I do not have Windows administrator privileges?

Yes.

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Q3. Which video cameras do you recommend?

You can use any video camera or webcam that connects to the USB or parallel port on your computer. The following video cameras are compatible with Support Center:

• 3Com Home Connect
• Creative Lab PD0040
• Creative webcam plus
• D-Link WebCam
• Epson type SW
• EZonics EZCam USB
• IBM PC Camera (Black)
• IBM PC Camera Pro (White)
• iBOT FireWire Desktop
• Intel PC Camera Pro
• Logitech QuickCam Home (USB)
• Logitech QuickCam VC (Parallel)
• Omiga CD370 Camera
• Video Camera (1394)
• Vista Imaging Vi Cam LPT
• Vista Imaging Vi Cam USB

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Q4. How can I invite customers to attend Remote Support sessions?

You can invite customers:

• From your CSR console
• From the Remote Support home page
• By pasting a link for the support session in an IM or email message

If your site administrator has enabled the WebACD component, you can also place a form on your website that customers can use to request assistance.

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Q5. Can I start WebEx Remote Support sessions directly from my ticket management console?

Yes. We offer out-of-the-box solutions, such as the supportforce.com and Remedy helpdesk system integrations, and APIs that you can use to build a custom solutions.

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Q6. Can I automatically end inactive Remote Support sessions?

Yes. WebEx site administrators can set an option on the Site Administration page to automatically end inactive sessions. When a session is inactive for the specified period of time, a warning message appears so that CSRs can choose to continue the session or allow it to automatically end. For more information and detailed instructions, see the WebEx Site Administrator guide on the Support page of your Support Center service site.

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Q7. What types of files and applications can I view or control in Remote Support sessions?

You can view or control almost any application that runs on your customer's computer.

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Q8. Do I need to have the application that I want to view or control on my computer?

No.

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Q9. What happens if my customer's screen uses a different resolution than mine?

Remote Support can appropriately display your customer's desktop or application even if the resolution on your computer is different. For best results, set your monitor to 800 x 600 pixels.

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Q10. Why do I sometimes see a yellow cross-hatched pattern when viewing a customer's application?

The cross-hatched pattern is the shadow of a window that is covering the application on your customer's screen. Ask your customer to close the window and the pattern will disappear.

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Q11. How can I improve the performance of my Remote Support sessions?

Some of the factors that affect performance include:

• The speed of your computer's Internet connection
• Internet traffic
• Performance of your firewall and proxy servers

Although you may have a high-speed connection to the Internet, there may be congestion or packet loss on the Internet. You usually can't do much about it other than to inform your network administrator or Internet service provider. Congestion is often transient and resolves itself over time. You should, however, report serious or persistent problems.

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Q12. What's the best way to ensure auditing compliance?

To ensure auditing compliance WebEx site administrators can:

• Place disclaimer text on your Remote Support pre-session form
• Enable the option in the WebEx Site Administrator to automatically record all Remote Support sessions
• Review the Remote Support event log to see CSR actions during support sessions

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Q13. What's the best way to gather diagnostic system information from customer computers?

From the CSR console, select the option to collect customer system information. You can then save the information and upload it to your ticket management system. This way, system information gathered by first level CSRs is automatically available to second and third level CSRs.

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Q14. Why can't I bookmark some pages on my WebEx service site?

Most pages on your service site, except the home page, are dynamically generated so you cannot bookmark them.

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