| 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
|
| none
|
| Closed by waiting customer
| The technician did not pick up the session
and the customer closed the session.
|
| none
|
| Collaborating
| The technician invited another technician to
collaborate in the session and the invited technician already accepted the
invitation.
|
|
- 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.
|
|
- 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.
|
|
- 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
|
US Canada: 1-866-478-1805