Sharperlight TeamViewer Online Support

Transcription

1 Sharperlight TeamViewer Online Support

2 2 Sharperlight TeamViewer Online Support Overview Where a customer needs direct assistance, the Sharperlight Support Team can use TeamViewer ( to remotely access their computer to advise and guide the user. TeamViewer is a desktop sharing solution that starts with an invitation to customer, the recipient then installs the Quick Support client software on their computer and the Sharperlight support person then initiates the remote connection. The customer is prompted to allow remote viewing and access to their desktop before the support session commences. The TeamViewer support software has its own inbuilt chat and Voice Over IP (VOIP) facility, alternatively the customer and consultant can communication using a normal phone call or Skype. It is recommended that the customer stays with their computer throughout the support session and follows along with issue resolution and guidance. This will greatly assist the knowledge transfer and the customer has a clear understanding of what changes (if any), have been made to their operating environment. Session Remote support session commences with the creation of a Session Code. It is the Session Code that uniquely identifies the customer request with the consultants remote connection. Session Codes are prefixed with an "s" and are a number, with hyphenated segments. Once the Session Code has been created an invitation is sent to the customer with the Session Code and connection details. Session Code Session Codes can be re-used by the customer until the support session has been formally closed by the consultant. Once the session is closed the Session Code becomes inactive and the consultant will need to issue a new code. Invitation Usually remote access sessions are initiated with an invitation which contains a hyperlink to install and open the TeamViewer Quick Support client software. When the customer clicks on the hyperlink in the , it will open their default web browser and attempt to download the TeamViewer client.

3 Invitation 3 Invitation Install The hyperlink in the invitation contains the download address for the TeamViewer client and Session Code for the invitation. After successfully downloading and installing the client softwere, it will automatically open the session. TeamViewer Client Install The TeamViewer Quick Support client opens a connection to the support consultant and the support session will commence once the consultant initiates the connection. If the consultant does not promptly open the support session, it is worthwhile prompting them with an because the open

4 4 Sharperlight TeamViewer Online Support session notification, can be easily missed. TeamViewer QuickSupport Client Remote Access When the customer installs the TeamViewer client, it will automatically opens the support session and the consultant will then be able to initiate a remote access. The consultant will invariably open a connection that prompts the customer for confirmation to access their desktop. TeamViewer Remote Control

5 Remote Access 5 On the customers computer a confirmation dialog will appear with an access request and the option buttons to Allow or Cancel the request. The confirmation dialog will count down and close automatically if not accepted in 30 seconds. On accepting the remote access request, the customers desktop will become visible to the consultant. The TeamViewer client will appear with settings for VOIP, Chat and file sharing. For the duration of the support session, the display wallpaper will revert to a default colour. TeamViewer Desktop - Customer For the consultant the TeamViewer session displays an exact duplicate of the customers desktop but the consultant has a more comprehensive toolbar for interacting with the remote desktop.

6 6 Sharperlight TeamViewer Online Support TeamViewer Desktop - Consultant VOIP If the customer is going to use VOIP to communicate with the consultant, then they must enable their microphone. Select the headphones from the TeamViewer toolbar and click on the microphone icon to unmute it. TeamViewer Client - VOIP

7 Remote Access 7 Chat To send a chat message, select the message box icon from the TeamViewer toolbar and use the entry box with the send button. TeamViewer - Chat Remote Control In a remote control session the customer and consultant share the desktop mouse and keyboard. Both parties can open applications and interact on the same desktop. Depending on the assistance request, the consultant might guide the customer or the consultant might take control and show the customer.

8 8 Sharperlight TeamViewer Online Support File Transfer Within the remote connection, the consultant can transfer files to the customers computer. File Transfer