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.
How can I test performance?
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".
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
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.
Why can't I
bookmark certain pages on my WebEx site?
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
page for your WebEx service site.
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.
Can I set email
notifications to show the meeting time in the attendee's time zone?
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
Where can I find
the global call-in numbers?
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
- In My WebEx, select My Audio.
Under Personal Conference Number, select the Show all global call-in numbers
- When you are scheduling a
meeting, under Audio Conference Settings, turn on the Display global call-in
numbers option. This option provides a link to the list of numbers—such as
toll-free or local numbers—that attendees in other countries can call to
connect to audio.
about global toll-free calling restrictions, go to
Can users change
their language, time zone, and locale settings?
pages, meeting information pages, Join pages, and email invitations now display
links that allow users to easily change their language, time zone, and locale
Can I access the WebEx community from my WebEx service Web site?
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.