With Technician Collaboration, multiple technicians can
simultaneously support a single customer. Technicians can improve problem
resolution by inviting online and available technicians from inside or outside
their Rescue organization to an Active session.
Collaboration is by invitation only.
This procedure assumes you have been invited by a
Lead Technician from within your own organization.
Administrators can invite themselves using the
Technician Monitoring feature.
You see a session on your Session List with the status
Invitation. Select the session.
On the Session toolbar, click
Start to accept the invitation and join the
The session appears as Collaborating in the Session List.
You can now participate in the session.
The Lead Technician has ultimate control over your
permissions during the session.
To leave the session, click the
X on the Collaboration Panel (at the top of
the Chat panel).
The session does not end; the Lead Technician remains