The agent must have an active Rescue+Mobile
The agent's Technician Group must have
permission to start Private Sessions.
The agent's Technician Group must have permission
to use the SMS connection method.
On the Session toolbar, click
Create New Session window is displayed.
Type the customer's name or other
identifier in the
You will use
this name to identify the session on the Active Session tab and in the Session
If you know the customer’s platform, you can
choose to manually set
Device Platform using the drop-down list on
the Create New Session dialog box. Manual detection may be necessary if local
browser settings prevent automatic detection.
A confirmation box appears detailing the phone number and
the PIN code that has been sent to the customer in an SMS (text) message.
The customer opens the SMS message.
The customer clicks to download the applet if not already
Note: The download procedure may vary depending on the customer's
Pick up the session by selecting it in the Session list and
Customer Status will change to Active.