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Appendix - Session statuses in the Rescue Technician Console

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The following table describes the possible statuses that are displayed in the Status column of the session queue in the Rescue Technician Console.

Status Description Previous status Next status
Active Session is picked up either by a technician, or automatically by the Technician Console (if it was an incoming private session).
  • Waiting
  • Incoming
  • Outgoing
  • On Hold
  • Closed
  • Closed by technician
  • Incoming
  • Outgoing
  • Timed out
  • Closed by waiting customer
  • Aborted
  • Rebooting
  • On Hold
  • Reconnecting
  • Offline
  • Collaborating
Closed (by active customer) The customer closed the session.
  • Active
  • On Hold
  • Incoming
  • Outgoing
Closed by technician

Removed from TC queue (after closed by technician)

  • The technician clicked Close session on the already closed session.
  • The technician closed a timed out session after the Admin-defined idle timeout was exceeded (as defined in Administration Center > Technician Group > Settings tab > Time-outs)
  • The technician closed an active session
  • Active
  • Closed
  • Timed out
none
Closed by waiting customer The technician did not pick up the session and the customer closed the session.
  • Waiting
none
Collaborating The technician invited another technician to collaborate in the session and the invited technician already accepted the invitation.
  • Active
  • On Hold
  • Rebooting
  • Active
  • Closed
  • On Hold
  • Rebooting
  • Removed from TC queue (after timeout)
Connecting The applet starts downloading after a PIN code is generated or the customer initiates a session on a channel. PIN code generated or channel connection is initiated Waiting
Incoming Session has been transferred but not yet picked up by the intended recipient. This is the status that the intended recipient can see.
  • Waiting
  • Active
  • On Hold
  • Active
  • Timed out
  • Closed by waiting customer
  • Closed
  • Reconnecting
  • Rebooting
Invitation The technician was invited to collaborate in a session but has not yet accepted the invitation. none
  • Collaborating
  • Removed from TC queue
Offline Rebooting or reconnecting fails for more than five minutes. Even if reconnecting fails and the session goes to Offline status, the Technician Console tries to reconnect to the customer's computer.
  • Rebooting
  • Reconnecting
  • Waiting
  • Incoming or Outgoing if the session was in Incoming or Outgoing status before the customer's device tried to reboot or reconnect
  • On Hold if it was in On Hold status
  • Active
  • Timed out
  • Closed
  • Closed by technician
On Hold The session was put on hold.
  • Active
  • Incoming
  • Outgoing
  • Reconnecting
  • Rebooting
  • Offline
  • Collaborating
  • Active
  • Timed out
  • Closed
  • Outgoing
  • Rebooting
  • Reconnecting
  • Collaborating
Outgoing Technician A has transferred a session, but it has not yet been picked up by Technician B. See Incoming status. See Incoming status.
Rebooting The technician reboots the customer's device.
  • Active
  • Incoming
  • Outgoing
  • On Hold
  • Waiting
  • Incoming or Outgoing if the session was in Incoming or Outgoing status
  • On Hold if the session was in On Hold status
  • Closed
  • Closed by technician
  • Active
  • Collaborating
Reconnecting There is a network connection problem on either the customer's or the technician's side.
  • Active
  • Incoming
  • Outgoing
  • On Hold
  • Waiting
  • Waiting
  • Incoming or Outgoing if the session was in Incoming or Outgoing status
  • On Hold if the session was in On Hold status
  • Active
  • Timed out
  • Closed
  • Offline
Timed out The session timed out either because the Admin-defined timeout was exceeded or due to system timeout (after two weeks).
  • Active
  • Waiting
  • Incoming
  • Outgoing
  • Closed by technician if the Admin-defined timeout exceeded
  • none if there is a system timeout
Waiting The customer downloaded and started the applet, and then connected to the Rescue gateway. Connecting
  • Active
  • Incoming
  • Outgoing
  • Timed out
  • Closed by waiting customer
  • Reconnecting
  • Rebooting
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