The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.
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.
For a detailed list of the computers, operating systems, and browsers that work with WebEx Remote Support, see "System Requirements"Support Center Release Notes.
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. |
Yes.
Most PC-compatible cameras should work with WebEx. For more information about video support, see "Video" in the Meeting Center Release Notes.
You can invite customers:
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. For more information, see the Support Center Release Notes.
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. Contact your WebEx representative or go to the WebEx developer's site, http://developers.webex.com for information about our APIs.
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 Administration guide on the Support page of your Support Center service site.
You can view or control almost any application that runs on your customer's computer.
No.
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.
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.
Some of the factors that affect performance include:
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.
Use a route tracing utility, such as Trace Route, to determine where problems are exist between your computer and the WebEx servers. The utility sends data from your computer and measures the time it takes to for the data to reach the WebEx server. Ideally, data should take between 1-60 ms to reach the server. If it takes between 60-100 ms, your connection is slow. Times longer than 100 ms are unacceptably slow. If you continue to experience poor performance, contact your network administrator.
To run Trace Route on Windows, open a command prompt and then enter "tracert your_site_URL" (where "your_site_URL" is the address of your WebEx service site). Make sure that you place a space after "tracert".
To ensure auditing compliance WebEx site administrators can:
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.
Your Meeting Center service Web site dynamically generates many of its pages so you cannot bookmark them. You can, however, bookmark the following pages on your WebEx service site:
URL |
Description |
---|---|
<sitename>.webex.com |
The home page for your WebEx service site. |
<sitename>.webex.com/meet/<username> |
Your Personal Meeting Room page, which shows online sessions that you scheduled and any in-progress meetings that you are currently hosting. You can provide this URL to a user in an email, and you can print it on your business cards. Users who view this page can join any meeting that you are hosting or download your shared files and folders. In the My WebEx > My Profile page, you can specify options for your Personal Meeting Room page, such as including a welcome message, graphics, and links to files and folders that you want to share. |
Yes. For better ease-of-use for global attendees, you can invite attendees in their own language and time zone. The invitation displays the meeting time in the attendee's time zone, and the meeting link in the invitation displays meeting information in the attendee's language and allows the attendee to join the meeting in their own language. This option is available only when scheduling on Web pages.
The host's settings for language and time zone are used by default. When inviting an attendee from an address book, stored settings for language and time zone are used. Any attendee's language and time zone can be overridden by the host when inviting the attendee.
If your site has WebEx audio turned on, and if your site also has the Global Call-in Numbers option turned on, you can view or display the global call-in numbers in two ways:
For information about global toll-free calling restrictions, go to http://www.webex.com/pdf/tollfree_restrictions.pdf.
Yes. Calendar pages, meeting information pages, Join pages, and email invitations now display links that allow users to easily change their language, time zone, and locale settings.
Yes. The Community button appears on the horizontal navigation bar, allowing both hosts and attendees to access the WebEx Community in a new browser window.