With Technician Collaboration, multiple technicians can
simultaneously support a single customer. Technicians can improve problem
resolution by inviting online and available technicians from their Rescue
organization to an Active session.
customer must be running the Rescue Applet, Calling Card
The session must be Active
collaboration invitations must be enabled at the Technician Group
level in the Administration Center
On the Session List, select the Active session to which you want
to invite another technician.
On the Session toolbar, click the
Invite Technician button.
Invite Technician dialog box is displayed.
Invite Technician dialog box, select the
technician you want to invite.
Note: The list of technicians visible in the
Invite Technician dialog box depends on a
permission granted by a Rescue Administrator.
is not designed to be used as a meeting tool. To achieve optimal performance,
limit participation to four or five technicians. Performance will be impacted
by the speed and power of the customer's device.
Set Permissions section, select the permissions
you want to grant to the Collaborating Technician.
Note: All existing Technician Group permissions are applied unless
otherwise specified by the Lead Technician, either at the time of invitation or
during the session.
Comment box, type a message to the
A Collaboration invitation is sent to the selected
Technician sees the Invitation in his Session List.