©Inter-Tel, Inc. March 2006 printed in US
This Inter-Tel® Web Conferencing and Remote Support User Guide is released by Inter-Tel®, Inc. and provides information necessary to use Web Conferencing and Remote Support.
The contents of this user guide, which reflect current Inter-Tel standards, are subject to revision or change without notice. Some features or applications mentioned may require a future release and are not available in the initial release. Future product features and applications are subject to availability and cost. Some features or applications may require additional hardware and/or specific software. Software packages released after the publication of this guide will be documented in addenda to the guide or suc-ceeding issues of the guide.
For sales, service, or technical support,
contact your local authorized Inter-Tel provider.
If you have any questions or comments regarding this guide or
other technical documentation, contact
Inter-Tel’s Technical Publications Department at:
[email protected].
All products and services mentioned in this publication are the trademarks, service marks, registered marks, or registered service marks of their respective owners.
Inter-Tel® is a registered trademark of Inter-Tel, Incorporated.
Page v
CONTENTS
PAGE
Introduction to Web Conferencing and Remote Support
Changes and New Features. . . 2
Hardware and Software Requirements . . . 5
Using the Interface. . . 6
Logon . . . 6
Test Browser . . . 7
My Office . . . 9
Edit My Profile . . . 10
My Reports . . . 11
Public Area . . . 12
Public Recordings . . . 13
Public Documents . . . 13
Installing Inter-Tel Toolbar Plug-ins. . . 14
Using Inter-Tel Toolbar Plug-ins . . . 16
Using the Microsoft Outlook® Conferencing Form . . . 18
Web Conferencing
Meeting Basics . . . 24
Joining a Public Web Conferencing Meeting . . . 24
Using the Client Console. . . 25
Creating a Meeting as a Host . . . 26
Meeting Details . . . 26
Canceling a Meeting . . . 29
Meeting Security . . . 30
Introduction to the Web Conferencing Host Console. . . 30
Host Controls . . . 32
Keyboard Chat . . . 32
Attendee List . . . 33
Host Controls . . . 34
Using the Viewport . . . 34
Transparency Tools . . . 36
Using Application Sharing . . . 38
Using Co-Browse . . . 39
Using Record/Playback . . . 40
Using File Broadcast . . . 41
Using Broadcast Video . . . 42
Giving Desktop or Application Control to an Attendee . . . 43
Page vi
CONTENTS
PAGE
Document Management . . . 46
User Polling . . . 47
Remote Support
Launching a Session as an Agent . . . 50
Web Agent Console . . . 52
Show Desktop. . . 53
Broadcast Video . . . 56
Co-Browse . . . 57
Remote Features . . . 58
Launching a Session as a Customer . . . 60
The Remote Support Client Console . . . 62
FAQ/Troubleshooting
Configuring Internet Explorer . . . 63
Setting the Temp Directory Location. . . 65
Other Browser Issues . . . 66
Remote Support FAQ . . . 66
Web Conferencing FAQ . . . 69
Web Conferencing Leader’s Quick Reference
Accessing Web Conferencing . . . 73
To Attend an Event: . . . 73
To Create an Event:. . . 73
Best Practices, Tips and Tricks . . . 73
Leader Controls During the Event . . . 74
Interaction with Participants . . . 74
Page 1
User Guide
Introduction to Web Conferencing and Remote Support
Inter-Tel® Web Conferencing/Remote Support provides real-time communications and remote control software to enable instantaneous, platform-independent, browser-to-browser Web con-ferencing and help desk support solutions. The family of products includes Web Concon-ferencing, a Web-based, real-time conferencing and collaboration software tool and Remote Support, a real-time server software tool that provides support professionals with an efficient way to man-age and resolve online PC support requirements.
Welcome to your Web Conferencing/Remote Support Server where you can access tools such as Web Conferencing and Remote Support.
• Web Conferencing is a solution that allows you to have large or small, public or pri-vate online meetings where you can interact with meeting attendees through features such as: desktop presentations and application sharing, video conferencing, user poll-ing, keyboard chat, document management, co-browse, file transfer, and record play-back
Page 2 Changes and New Features
If you have a Web Conferencing/Remote Support ID and password, click
LOGONto access your Web Conferencing/Remote Support office where you have additional options.
Without a Web Conferencing/Remote Support ID and password, you can access Public Web Conferencing meetings, documents or recordings through the Public Area.
Prior to connecting to a meeting, click TEST BROWSER, which will run a system test that checks your browser configuration to ensure you have everything needed to successfully connect to a Web Conferencing meeting or Remote Support session. At the bottom of the menu area, you will find the current date and time and the version number of the Web Conferencing and Remote Support software that is running on the server.
CHANGES AND NEW FEATURES
This section defines the changes and new features for Inter-Tel Web Conferencing and Remote Support v4.5.
• Added Audio (Voice Chat) and AVI Player
— Voice Chat indicator: The voice chat icon located in the attendee list will appear green to all participants when someone is speaking.
• Added the Install Add-ons link to both the My Office and Public Area pages. From the Install Add-ons page, all available downloads can be accessed.
— Added Desktop Installable Client: This new feature allows you to install the con-trol panels for Web Conferencing and Remote Support locally on the host or users’ computer. This new feature allows for faster and more stable connections. — Outlook Form Template (OFT): Allows meetings to be created from within
Out-look.
• Removed Address Book Import button and replaced it with: — OFT (see above)
— Mailto: This function allows the host to use its local e-mail program as the mail client rather than using the Conferencing Server’s e-mail program. Refer to “Edit My Profile” on page 10 for information on configuring this function.
• Added Two new tabs to the Public Area page for Remote Support. — Agents: This tab displays all available agents
— Queue: This tab lists all queues.
Changes and New Features Page 3
• New Create Meeting Page
— The Create Meeting page now features a Meeting Details tab and an Options tab. The Details tab allows the host to add a meeting, name, description, start time, duration and a password. The Options tab allows the meeting host to add a file attachment, reference a teleconference number and password, and enter e-mail addresses for invitees. In addition, the Recurring Meeting option was added to the Options tab.
— Registration meetings: Allows the host to require users to pre-register for a public meeting.
Page 4 Changes and New Features
• Improved Office Page layout:
— Action items (Join, Edit, Unscheduled) are now at the beginning of the line. Also, the Join item is replaced with Register if the meeting host requires attendees to register.
— Added Invite link: An Invite action item has been placed on the Hosts office page next to the other meeting action items. When accessed, it loads the new Meeting Details page that allows the host to invite participants to a meeting.
• Keyboard Chat: Private messages now show the sender's name within double chevrons. • Keyboard Chat activity indicator: The keyboard chat icon located in the attendee list
will appear green to all participants when someone is typing.
• Added Join By Meeting Number link on the Office and Public Pages. Clicking this link allows you to join a Web Conferencing meeting by entering a meeting session number. • Enhanced video conferencing: The Video Conferencing control by default, will not
show through the viewport to the client viewer window. This alleviates confusion caused by the client seeing video through the viewer and through their own video con-ferencing control.
• Added a snapshot function to video conferencing. To take a snapshot, click the camera icon near the top of the video conferencing window.
• Added New Keystroke Function: Added Support for CTRL + a numeric key (0-9) com-binations in remote control.
• Enhanced the Remote Support Reports: The reports will now display more descriptive information on how a call was answered, or why it was dropped. Added an option to hide calls that were unanswered.
• New buttons at the bottom of the Test Browser page
— TROUBLESHOOTING GUIDE: Clicking this button opens a guide that lists the most common problems along with the solutions to the problems,
Hardware and Software Requirements Page 5
HARDWARE AND SOFTWARE REQUIREMENTS
Table 1.
Web Conferencing Host and User Hardware and Software Requirements
COMPONENT WEB CONFERENCING HOST WEB CONFERENCING USER
Operating systems that can run a Web Confer-encing Host or User ses-sion
Windows® 98, Windows ME, Windows 2000, Windows XP or Windows 2003
Windows 95, Windows 98, Windows ME, Windows 2000, Windows XP, or Windows 2003
Compatible browser Internet Explorer 5.5 or later, Mozilla®, Firefox®
Internet Explorer 5.5 or later, Mozilla, Firefox
MVM (Microsoft Java Vir-tual Machine) 5.x or later (preferred)
OR,
Sun™ Java™ 1.4 or later
Available at:
http://www.linktivity.com/getjava.asp It is required for the Web Conferencing Host.
Available at: http://www.linktivity.com/ getjava.asp
Java is strongly recommended for maxi-mum features.
Connection Type 56 Kbps with 40 Kbps connectivity, broad-band, DSL, cable, T1 or higher
56 Kbps with 40 Kbps connectivity, broadband, DSL, cable, T1 or higher
Table 2.
Remote Support Hardware and Software Requirements
COMPONENT REMOTE SUPPORT
Operating systems that can run a Remote Sup-port Host or User session
Windows 95, Windows 98, Windows ME, Windows 2000, Windows XP, or Windows 2003
Compatible browser Internet Explorer 5.5 or later, Mozilla or Firefox Microsoft Java Virtual
Machine (MVM) 5.x or later (preferred)
OR,
Sun Java 1.4 or later
Available at: http://www.linktivity.com/getjava.asp
Page 6 Using the Interface
USING THE INTERFACE
LOGON
The Logon window is where registered users enter their Web Conferencing/Remote Support ID and password to access the Collaboration Office page. To automatically load your password when you enter your ID to log on, select the Save Password check box. To remove your Save Password selection, click CLEAR PASSWORD.
If you forget your password, click Forgot your ID or Password?. This opens a dialog box where you can request an ID and password reminder that will be sent to your e-mail address.
To have your Web Conferencing/Remote Support ID and password e-mailed to you, enter your e-mail address, and then click RECOVER.
Test Browser Page 7
TEST BROWSER
Prior to entering a Web Conferencing meeting or Remote Support session, a “Test Browser” automatically checks your machine to verify that you have everything you need to successfully join.
Page 8 Test Browser
If the test is not successful, the test result page displays the problem that was found. Position the cursor over the error or warning shown at the left, and the Web Confer-encing/Remote Support Server provides additional information and details to opti-mize your collaboration experience. To e-mail the test results to your system administrator, Web Conferencing/Remote Support Technical Support, or to yourself, click E-MAIL RESULTS.
My Office Page 9
MY OFFICE
After you log in to the Web Conferencing/Remote Support Server, you are presented with your Office page. Your office page lists all the Web Conferencing meetings on this server that you are authorized to attend, such as any Web Conferencing public meetings or private meetings that you have been invited to attend. You can view the schedule by day, week, month, or all.
To return to your office at any time, click the MY OFFICE on the main menu.
If you log in as an administrator or as superadmin, you will have access to the Administration Configuration pag-es; otherwise, the ADMINISTRATION button will not be displayed.
Page 10 Edit My Profile
Edit My Profile
The Edit User page allows you to change account information such as password, name, e-mail address, and other user information. Required fields are indicated in red, as shown below.
There are two options for E-mail Delivery: Conferencing Server (default) and User’s E-mail Client.
Reasons to select the Conferencing Server option:
• If the user has only Web-based mail. For example, if the user does not have Microsoft Outlook, EUDORA® or another e-mail program that will work with the Mailto function (Yahoo!®, Gmail, etc. will not work with the Mailto function). The Mailto function operates by opening a new message window when you click on an e-mail address link. The e-mail address appears in the “To” field.
• If the user chooses to use the default meeting e-mail notification and prefers to allow the conferencing server to handle the e-mails.
The User’s Email Client option allows a user to choose to use their own e-mail server to send out Web Conferencing meeting notifications. If the user wants to use their own mail server rather than the Conferencing server, they need to verify whether their current mail server can use the Mailto function.
To verify whether a mail server can use Mailto: 1. Go to www.inter-tel.com.
2. At the bottom of the page, click the Contact Us link.
3. On the Web page that appears, click any e-mail link. If a mail server client appears, then User’s E-mail Client can be used. Otherwise, if a mail server client does not appear, then the Conferencing Server option is the only option that will work.
My Reports Page 11
My Reports
The My Reports page allows you to run reports by the day, week, month or date ranges on Web Conferencing meetings and Remote Support sessions.
• Customer Statistics: Shows the “Average Wait'” time for a customer to be handled, before they send an e-mail, or before they abandon their request.
• Rep Statistics: Shows the average session length, number of sessions per day, and the queues for each agent or representative.
• Customer Activity: Shows the total number of inbound requests canceled, e-mailed, abandoned, and handled for the date or date range requested.
• Representative Activity: Shows the time available, time in sessions and total number of meetings for each agent or representative.
• Remote Support Inbound Request: Shows the name, e-mail, address, phone number, and question for customers requesting a Remote Support session.
• Unanswered Request: Shows the name, e-mail address, phone number and question for customers who did not enter into a Remote Support session.
• Session Activity: Shows the total number of meetings and participants for the requested date or date range.
• User Activity: Arranged by user, shows the meeting number, meeting name, start time, end time, duration and number of participants for the date or date range.
Page 12 Public Area
PUBLIC AREA
The Public Meetings page is where anyone who is given the Web address of your Web Confer-encing/Remote Support Server can access shared documents, recordings, or public meetings. The Queue tab is present only if Remote Support is installed on the server machine.
To change the current time zone or to have meetings appear with the time in your time zone, select your time zone from the drop-down menu.
Other documents, recordings, and meetings that are not publicly shared can only be accessed after you are logged in or if a presenter grants access.
The first time you click View Public Documents, the Web Conferencing/Remote Support Server runs a browser test to verify that you have everything you need to view the public docu-ments
To access a Web page where you can launch the Document Manager and read an explanation on how to use it, click
View Public Documents.
To access and play public recordings, click View Public Recordings.
Click Install Add-ons to find and install the following tools: Inter-Tel Collaboration Client, Inter-Tel Collabora-tion Player, Inter-Tel Toolbar Plug-ins and the Microsoft Outlook® Conferencing Form.
Public Recordings Page 13
Inter-Tel Collaboration Client - Host and Attendees should install the Inter-Tel Collaboration Client for optimal performance. Installing the Collaboration Client pre-installs all required components for Web Conferencing and Remote Support sessions. Without this, Attendees will need to pass a Browser Test prior to joining a session.
Microsoft Outlook® Conferencing Form - This is an Inter-Tel form that can be added to Microsoft Outlook. Once installed, this form allows the Host to create and schedule Web Con-ferencing meetings directly from the Microsoft Outlook Calendar. With this option, the Host can preview Attendee availability prior to sending invitations.
Public Recordings
The Public Recordings page lists all the posted recordings that are made available to the pub-lic. To play a recording, double-click the description line for the recording.
Public Documents
When you click View Public Documents, the Document Management page explains how to use the Document Manager. To access the Documents Manager, click LAUNCH DOCUMENT MANAGER.
Document Manager allows you to transfer to, and retrieve files from, the Web Conferencing/ Remote Support server. In the left window, Document Manager shows your local drive and on the right side, the folder(s) and file(s) to which you have access.
Page 14 Installing Inter-Tel Toolbar Plug-ins
To copy files to or from the Web Conferencing/Remote Support Server to your local drive, select the file or folder and then click or to move it to the chosen location.
Installing Inter-Tel Toolbar Plug-ins
Depending on the user type for your User ID, you can install Inter-Tel Toolbar Plug-ins to cre-ate shortcuts for Collaboration components, as shown in the table below.
A User ID can be multiple user types (administrator, user, queue admin, and/or queue user). If any of the user types selected for the User ID allows a shortcut type, then the launcher installa-tion creates the corresponding shortcut. For example, if a User ID’s type is defined as user and queue user, shortcuts will be created for Collaboration Office and Web Conferencing.
Start menu options are also installed for the shortcuts shown in the table above, plus a Settings menu option. See page 17 for details on using the Settings option.
If you have CallViewer/Callview Pro installed on your computer, the installation also creates a user button on CallViewer/Callview Pro you can use to launch a Remote Support session.
NOTE: You must be running a full license of CallViewer/Callview Pro (not Connection Assis-tant/Callview Go/Callview Express) to use the installed launcher button.
DESKTOP SHORTCUT
CREATED
USER TYPE
ADMINISTRATOR USER QUEUE ADMIN
QUEUE USER
Collaboration Office yes yes yes yes
Web Conferencing yes yes no no
Installing Inter-Tel Toolbar Plug-ins Page 15
To install Inter-Tel Toolbar Plug-ins:
1. While on your office page, click the Install Add-ons link, as shown to the right.
2. While on the Install Add-ons page, click Inter-Tel Toolbar Plug-ins.
3. Click the INSTALL button.
4. At the Authenticity Verified screen, click Next.
Page 16 Using Inter-Tel Toolbar Plug-ins
6. If you accept the license terms, select I accept the terms of the license agreement and then click Next. If you do not accept the license terms, click Cancel to end the installa-tion.
7. Choose a setup type from the following:
• Complete: Installs all launcher desktop shortcuts, and buttons to Microsoft® Internet Explorer, Word®, PowerPoint®, Excel®, Outlook®, and CallViewer. • Custom: Installs any or all of the following options:
– CallViewer Add-in: Adds a Remote Support launch button to the CallViewer/ Callview Pro. (See note about licensing on page 14.)
– Internet Explorer Add-in: Adds a launch button to Internet Explorer’s tool-bar.
– MS Office and Outlook Add-in: Adds a launch button to Word, PowerPoint, Excel, and Outlook.
8. Click Next.
9. Click Install to begin the installation or Cancel to exit without installing. 10. Click Finish.
Using Inter-Tel Toolbar Plug-ins
When you double-click a launcher, it opens a logon dialog box, as shown in the example below.
• To enter your user ID and password each time you use the launcher, type your User ID and Password (but do not select Save Password), and then click LOGON.
• To skip the logon screen each time you use the launcher, type your User ID and Pass-word, select Save Password, and then click LOGON.
Using Inter-Tel Toolbar Plug-ins Page 17
If you previously selected the Save Password option and later change your password using the Edit My Profile option on your Office page, you will need to update the shortcut using the following steps.
To change your password on the Inter-Tel Toolbar Plug-in:
1. From the Start menu, select Programs - Inter-Tel Collaboration - Settings. The settings screen appears as shown below.
2. Check Clear Settings, and then click SAVE. The Logon screen appears. 3. Type your User ID and current Password, and then click LOGON.
After you log on using the shortcut, the destination for each Inter-Tel Toolbar Plug-in or Start menu shortcut is as follows:
• Collaboration Office: Opens your office page. If you log on as the administrator or superadmin, you will have access to administration options.
• Web Conferencing: Opens a Web Conferencing host console, ready for you to invite meeting participants. The main Collaboration browser page does not open with this launcher.
• Remote Support: Opens a Remote Support console, ready for you to invite a partici-pant or accept a queue request. The main Collaboration browser page does not open with this launcher.
Page 18 Using the Microsoft Outlook® Conferencing Form
Using the Microsoft Outlook® Conferencing Form
To install the Microsoft Outlook® Conferencing Form:
1. While in your office page, click the Install Add-ons link, as shown to the right.
2. While in the Install Add-ons page, click the Microsoft Outlook® Conferencing Form icon. 3. Click the INSTALL button and follow the
instruc-tions.
Before installing the Microsoft Outlook Conferencing Form, if you haven’t installed any other forms, you will see two tabs. Once the Conferencing Form is installed you will see a Collaboration Integration tab.
To schedule a Web Conferencing meeting using the Microsoft Outlook Conferencing Form:
1. Click the Appointment tab. Select the Start time and End time before going on to the Collaboration Integration tab. All other fields are for notation in Outlook; you can fill them in but they are optional in creating a Web Conferencing meeting.
Before
Using the Microsoft Outlook® Conferencing Form Page 19
2. Click the Collaboration Integration tab. Clicking Edit Server lets you change the Server and Portal. In most cases they won’t need to be changed; however, if you are uncertain of the Portal then contact your Collaboration Server administrator.
You can now enter meeting information such as Session Password, Teleconference Number, Teleconference Password and Description in either the Outlook fields on the top before you connect to the Collaboration Server, or in the Web Conferencing Meet-ing and Options tab pages as described in step 5.
3. Click the Connect button.
Page 20 Using the Microsoft Outlook® Conferencing Form
5. The Create Meeting page appears with any information you may have entered during
step 2. The only required field is the Meeting Name. In the example below, you see
fewer options in the Create Meeting area since this information was already entered.
This second example shows how the page appears if you had not entered the optional information as described in step 2. There are more options in the Create Meeting area since this information was not already entered. This additional information is optional. Click SCHEDULE to continue.
Using the Microsoft Outlook® Conferencing Form Page 21
6. Verify the meeting information. If correct, click the Create button to enter the meeting into the Web Conferencing database.
Page 22 Using the Microsoft Outlook® Conferencing Form
8. To see whether the Web Conferencing meeting was successfully created, click the
Appointment tab to display meeting information. This is the same information that is sent in meeting invitations.
Using the Microsoft Outlook® Conferencing Form Page 23
Page 24 Joining a Public Web Conferencing Meeting
Web Conferencing
MEETING BASICS
JOINING A PUBLIC WEB CONFERENCING MEETING
Registered Inter-Tel Web Conferencing users have the ability to create both public and private collaboration meetings. Non-registered users may join through the Web Conferencing/Remote Support “Public Area.” To connect to a current public Web Conferencing meeting, click
PUBLIC AREA.
After the Public Meetings page appears, click Join By Meeting Number or the meeting action (Join or Register) to enter the selected meeting.
Using the Client Console Page 25
If this is your first time joining a Web Conferencing meeting, the Web Conferencing/Remote Support Server runs a browser test to ensure that your system is optimized for maximum meet-ing features. All Web Conferencmeet-ing/Remote Support content is safe and distributed through Digital Certificates. When presented with the security screen, click Yes to run the browser test. When you pass the browser test, you will be permitted to enter the meeting.
Using the Client Console
The Client Console appears on the desktop for Web Conferencing users who successfully con-nect to a Web Conferencing meeting, as shown below.
Keyboard chat messages are displayed here
Type keyboard chat messages here Click to save keyboard chat to a local file
Click for a comment or question Click to send a No response
Attendee information appears here Click for Help
Click to send a Yes response
Page 26 Creating a Meeting as a Host
If the client selected No when presented with the Security screen, the HTML client interface may look different.
To undock the keyboard chat or attendee list dialog boxes from your client console, right-click in the white space and select Undock. Once undocked, the window can be resized by dragging a corner of the Keyboard Chat or Attendee List dialog box with your cursor.
To put your Keyboard Chat or Attendee List window back into the client console, right-click in the white space and select Dock from the drop-down menu, or click on the control.
CREATING A MEETING AS A HOST
After you log in to the Web Conferencing/Remote Support server, you are presented with your Office page. To return to your office page at any time, click MY OFFICE on the left menu. Your office lists all the Web Conferencing meetings on this server that you are authorized to attend, such as any Web Conferencing public meetings or private meetings that you have been invited to attend.
From your office you can view or edit your Address Book. An address book is useful when you would like to invite people to your private Web Conferencing meeting or tell specific users about an upcoming public meeting.
To create a meeting, click CREATE MEETING on the left, under Web Conferencing. The Create Meeting page has two tabbed page sections, Meeting Details and Options where choices on the Options page is optional. The Create Meeting page appears; see the following sections for complete details on creating a meeting.
Meeting Details
In the Meeting Details section, complete the following information:
• Meeting Name: Type a name that will help attendees identify the event.
Meeting Details Page 27
• Description: Enter information about the meeting.
• Date: Click the calendar icon to open the calendar. On the calendar, click on the date. Click and to scroll to other months.
NOTE: Web Conferencing will not allow you to schedule a meeting on a date and time that has already passed.
• Time: If you select “all day event,” your meeting will run all day from the start date you enter. You also have the option to enter a specific meeting start time, duration infor-mation, and restrict participants from joining the meeting prior to the scheduled start times.
• Duration: Length of time of the meeting.
• Allow users to join: Choose an option to set the time when participants can join the meeting. The choices are Any Time (default), 0, 15, 30, or 45 minutes before the meet-ing starts.
Page 28 Meeting Details
• Attendee List: Create the attendee list using one of the following methods:
— Type the e-mail address for each attendee on a separate line, pressing ENTER after each entry.
— If the attendee e-mail address is contained in your contact list, click ADDRESS BOOK, add a check
mark for each person you are inviting, and then click INVITE.
— When the meeting is scheduled or started now, e-mail invitations of your meeting will be sent to you and anyone else who is listed in the Attendee List. Attendees join the meeting through a link included in the e-mail invitation.
• Password: You can add additional meeting security by setting a meeting password to restrict access to your meeting to only those who know the password. To set a password for your meeting, type the password in the text box. The password is encoded. Because the e-mail invitations are not secure, the host must communicate the password through another means (separate e-mail, call etc.).
• Attachment: The attachment option allows you to add a file to the invitation sent to everyone on the Attendee List. To add an attachment, type the path and filename in the text box or click Browse to locate the file. The maximum size for the attached file is 200K.
• Teleconference Number: You can verbally communicate during your Web Conferenc-ing meetConferenc-ing through a conference call. The attendees can see your meetConferenc-ing on their PCs and all verbal communication is by phone. To include this information in the e-mail meeting notification, type the phone number for the call and the password in the text boxes provided.
• Teleconference Password: The password you must enter to connect to the Teleconfer-ence.
• Recurring Meeting: Option to create a meeting that reoccurs.
Canceling a Meeting Page 29
CANCELING A MEETING
To cancel a meeting:
1. Open your office and click Edit next to the meeting you want to cancel
2. Click the CANCEL MEETING button located at the bottom of the Create Meeting page.
3. Click OK if you want to cancel the meeting. Clicking CANCEL will keep the meeting.
NOTE: If your user ID profile was set up with User's Email Client selected instead of
Con-ferencing Server (the mail client that was included with Web ConCon-ferencing), you will have to
Page 30 Meeting Security
MEETING SECURITY
The Web Conferencing product has been designed with four levels of meeting and Web Server security:
• Meeting Password – This option can be set when a user creates or schedules a meeting.
• Public and Private Meetings – A user has be ability to create either public accessible or private (e-mail invite) meetings.
• SSL Web Server – Both the Web Conferencing and Remote Support server can operate on a secure SSL Web server. When running Web Conferencing and/or Remote Support on an SSL server, the user interface uses the HTTPS (SSL) protocol (instead of HTTP). Examples of the user interface would be the host or client consoles, Office page, Logon page, etc.
• Dynamic 128-bit data encryption during a meeting – Any meeting created with a password is automatically encrypted. If you create a meeting without a password, the host can turn on encryption by using the Lock button ( ) in the attendee list.
INTRODUCTION TO THE WEB CONFERENCING HOST CONSOLE
The host console consists of three parts: the host controls, the attendee list on the Host tab, and keyboard chat on the Chat tab.
Host Controls
Introduction to the Web Conferencing Host Console Page 31
To separate the keyboard chat from the host console, right-click in the keyboard chat white space and select Undock from the drop-down menu. After it is undocked, you can resize your keyboard chat window by dragging a corner with your mouse. To return keyboard chat to the host console, right-click in the keyboard chat white space and select Dock from the drop-down menu.
To separate the Attendee List from the host console, right-click in the Attendee List white space and select Undock from the drop-down menu. After it is undocked, you can resize your Attendee List by dragging a corner with your mouse. To return the Attendee List to the host console, right-click in Attendee List chat white space and select Dock from the drop-down menu.
Keyboard chat entry area Click for Help
Keyboard chat messages are displayed here
Attendee information appears here
Click to invite participants
Click to save chat text
Host controls
Page 32 Host Controls
HOST CONTROLS
The buttons at the top of the Host Console can be used to start any of the Web Conferencing controls (Desktop Sharing, Application Sharing, Co-Browse, Record/Playback, File Broadcast, Broadcast Video, Document Management, or User Polling).
KEYBOARD CHAT
To undock the keyboard chat or attendee list dialog boxes from your client console, right-click in the white space and select Undock. After it is undocked, the window can be resized by drag-ging a corner of the keyboard chat or attendee list dialog box with your cursor. To return your keyboard chat or attendee list window to the client console, right-click in the white space and select Dock from the drop-down menu.
Document Manager Video File Transfer Co-Browse Record/Playback Application Sharing Desktop Sharing User Polling Voice
Phrases.txt is a file into which you can store your most commonly used phrases. This file can either be edited with your Keyboard Chat or with any text editor. The file is located in your temp directory. To find out where your temp directory is located, click Test Browser.
Attendee List Page 33
ATTENDEE LIST
This example of the attendee list shows one person logged into this meeting with the meeting host. The attendee list shows all participants attending the meeting. You will not see your own ID in your attendee list, however, your ID will be listed in everyone else’s list. The icons that appear next to the user ID indicate what controls (remote control, keyboard chat, or video) are available to that user.
The buttons below the attendee list only appear on the host console. They provide a fast way for the host to enable or disable the attendee’s access to Web Conferencing controls such as video, whiteboard tools, or remote control.
If the user has a flag next to their ID it means they have their “hand raised.” Click the red flag button to remove the flag icon to acknowledge them.
Use the door button ( ) to lock the session so that no more people can join the meeting. To open a locked meeting, click the closed door button ( ).
Acknowledge selected users
Toggle selected user remote control
Toggle selected user whiteboard control Toggle selected user video
Lock/Unlock session
Enable/Disable 128-bit encryption
Toggle selected user audio
Page 34 Host Controls
HOST CONTROLS
Using the Viewport
1. To open your Desktop Sharing feature, click the button in your host console.
At the bottom right corner of your HOST Viewport, you will see the following View-port controls, as described in Table 3.
Table 3.
Viewport Icons
ICON MEANING/USE
Move Viewport - With this tool, you can click and drag your Viewport anywhere
on your desktop.
Pause - Click this button to pause the Viewport broadcast. After the Viewport is
paused, this button changes to . Click this button to continue the Viewport broadcast.
Draw Mode - Click this button to set your Web Conferencing desktop to draw
mode, which allows you to draw with a pen. After the pen mode is enabled, this button changes to , which starts cursor mode. Click this button to change the Viewport back to cursor mode.
Hide Transparency - You cannot select an item that is covered with a drawing.
To click on an item that is hidden under a drawing, select hide transparency. Once the item is visible, it can be selected.
Show Transparency Tools - Click this button to see drawing options such as
Font, Line Thickness, Square, Circle, Cut/Move, or Color Selector.
Hide Desktop Icons - Click this button to hide all the desktop icons. Click again
to show the icons.
Viewport Snapshot - Click this button to save an image of what currently
Using the Viewport Page 35
To see other Viewport transparency options, right-click the icon on your start bar to open a menu that offers screen options such as Full-screen, Restore Viewport and Standard Sizes (800x600, 640x480, and 320x240). The menu also contains transparency options such as Hide Transparency, Erase Transparency, and Transparency Tools.
To select the number of colors (256, High Color, True Color) that your Viewport transmits, right-click the Viewport icon, select Color Settings, and then select 256 Colors, High Color (16 bit) or True Color (24 bit). From the Viewport menu you can also select the Standard Sizes of your Viewport (800x600, 640x480, and 320x240).
Erase Transparency - Click this button to clear everything you have drawn or
written on your transparency. After it is erased, you cannot bring it back to your drawing.
Size - Shows current Viewport size in pixels. Close - Click this button to close the Viewport.
Table 3.
Viewport Icons (Continued)
Page 36 Transparency Tools
Transparency Tools
When you click the icon in your Viewport control panel, the Transparency Tools window appears, as shown below.
Your Web Conferencing desktop has two modes, cursor mode and draw mode.
• When your Web Conferencing desktop is in cursor mode, you can use your cursor to click on objects in your screen. The cursor mode is the default.
• When your Web Conferencing desktop is in draw mode, the cursor becomes one of many drawing tool cursors that allow you to draw, annotate, or write on your Web Con-ferencing transparency.
You can think of the Web Conferencing transparency as a clear slate over your screen, on which you can temporarily draw, and add notations or text.
To see other transparency options, right-click on your start bar to display a menu that offers options such as Hide Transparency, Erase Transparency or Transparency Tools.
Table 4.
Web Conferencing Transparency Icons
ICON MEANING/USE
Cursor Mode - Click this button to set your Web Conferencing desktop to cursor
mode.
Draw Mode - Click this button to set your Web Conferencing desktop to draw
mode. Clicking any drawing tool on your Transparency Tools set will switch your Web Conferencing desktop to draw mode.
After you end the Web Conferencing session, your drawings or notations disap-pear. If you want to save what you see on your screen, press the print screen button on your keyboard and then open Paint, paste and save it as a bitmap image of the screen.
A right-click in the Viewport will return you to cursor mode.
Hide Transparency - Select Hide Transparency to temporarily hide everything
that you have drawn or written on your transparency so that you can bring your drawing back later.
Erase Transparency - Click this button to clear everything you have drawn or
written on your transparency. After it is erased, you cannot bring it back to your drawing.
Rectangle Tool - Click this button and then click the point on your desktop where
you would like to start your rectangle, and then drag the cursor diagonally to the location where you want to place the opposite corner of your rectangle.
Ellipse Tool - Click this button and then click the point on your desktop where
Transparency Tools Page 37
Eraser Tool - Click and drag the tool to remove parts of a drawing.
Cut Tool - After you click the cut tool and the cross hairs appear, move the cut
tool cross hairs to a point where you would like to start your cut box. Press and hold your mouse button down as you drag the cursor diagonally until the cut area covers what you want to capture in your drawing. Once captured, you can delete the cut box with all its contents using your Delete key. You can also move your cut box along with its contents by moving the cut cursor over your cut area and after you see the cross hair cursor become a cross hair cursor with arrows, hold your mouse button down and drag your cut box to the desired location.
Text Tool - Adds text to your transparency. To move the ellipse, click on the edge
of the ellipse and, when cross hairs appear, hold the mouse button down and drag the text box to the desired spot on your desktop. After you click outside the text box, your text is set on your transparency. After the text is set, you can only move the text with the cut tool.
Notation Tool - Click this button and click at a point of interest on your screen.
Each time you click, the number that appears with the arrow increments by one.
Viewport Snapshot - Click this button to save a bitmap image of what currently
appears on your Viewport. It saves the bitmap on your hard drive.
Hide Transparency - You cannot select an item that is covered with a drawing.
To click on an item that is hidden under a drawing, select hide transparency. Once the item is visible, it can be selected.
Erase Transparency - Click this button to clear everything you have drawn or
written on your transparency. After it is erased, you cannot bring it back to your drawing.
Close - Click this button to close the Transparency Tools.
Table 4.
Web Conferencing Transparency Icons (Continued)
Page 38 Using Application Sharing
Using Application Sharing
To use Application Sharing, click the Application Sharing icon( ) on your host console. The Application Sharing window shows all the
appli-cations that the meeting host has running. When an attendee logs into the meeting, they will see a gray screen until the host selects which application(s) they would like to show in the application window on the client screen.
Once you select an application, only that application will be shared. If another application (which is not shared) is covering the shared application, a wallpaper will cover where the non-shared application overlaps the shared application.
To have an application appear in the Application shar-ing window, select the application so that a check mark appears, as shown in the example to the right. The application will then appear in the client’s appli-cation window.
NOTE: If you have many applications running on your desktop, it is important to minimize any application that you do not intend to share in your application window. If you leave them up, they may appear in the foreground, masked out with Web Conferencing graphics, but also blocking the view of the application that you want to show.
After everyone can see your application, you can allow particular individuals or all attendees to try out the application by giving him or her remote access. You can give one or more attendees remote access by highlighting their name in the attendee list and clicking the remote control button ( ) under the Attendee list. An eye icon will appear next to their name if they access your application remotely. Giving them remote access allows them to simultaneously control the application running on your desktop.
Using Co-Browse Page 39
Using Co-Browse
When you start the Co-Browse control ( ), an Internet Explorer browser window opens on your desktop and on the desktops of everyone attending your Web Conferencing meeting. As the meeting host, after you start browsing the Internet, every Web page you view will also appear on the Co-Browse windows of your meeting attendees.
When you close your host Co-Browse window, you will be offered the option to allow the browser windows to remain open on the desktops of your attendees or to close them. If you allow the attendee browser windows to remain open, after you close your host browser, the attendees will then have control over their browser window.
Page 40 Using Record/Playback
Using Record/Playback
The Record and Playback option ( ) records selected features for playback at a later time. The meeting host can choose what is to be recorded: Viewport, video conferencing, voice chat or keyboard chat. Recorded sessions can be made available for attendees to play back when-ever they want to view the recorded session. It can also convert .lrec files to .avi files.
NOTE: You can change Viewport settings before you start recording. Once the recording has begun, Viewport settings cannot be changed.
Recordings can be saved on the Web Conferencing/Remote Support Server machine or the host’s local PC or Network Neighborhood. The host can play back recorded meetings stored locally by selecting the playback option on the Record and Playback control panel.
NOTE: There is a 20 MB maximum file size on the server.
If the recorded session is stored on a local machine, then only the Host of the session can play back the recorded session. If the recorded session is stored on the Web Conferencing/Remote Support Server machine, then other users can access and view the recorded session.
To start a Record and Playback session, the Host clicks the Record and Playback icon in the Web Conferencing Host control panel to open the Record and Playback console.
• Index: An index counter (unlimited number) is provided and is indicated by the pound sign (#). The index indicates where you are in a recording or playback and can be used as a reference when working with someone and you need to point to a particular frame in the recording.
• Timer: A Timer located under the stop and pause buttons keeps track of the elapsed time during the recording session. The counter is in mm:ss and can go up to 99 minutes per session.
Playback: move forward/
backward multiple frames
Playback:
move back-ward one frame
Play: start playback (prompts for file) Record/playback index
Stop: stops record/
playback
Record/playback timer in h:mm:ss
Pause: pauses
record/playback
Record: disk space in KB Playback: total time
Playback:
move forward one frame
Record: start
Using File Broadcast Page 41
To access the Record, Playback, or Export option pages, click the
Options menu. The Hide option closes any open option page so that only the main Record\Playback interface is visible.
NOTE: When you use fast forward, it may skip ahead and not draw all included data.
Using File Broadcast
Using the File Broadcast button ( ), a Host can distribute a folder or file to some or all attendees in the Web Conferencing meeting. If you do not want one or more attendees to receive your folder or file, clear the check box next to the attendee’s name in the User list.
To use File Broadcast, select a file or folder on your computer, shown in the left panel, and drag it over the Attendees button ( ) to distribute the file or folder to your session attendees. After you drag the folder or file over the Attendees folder, you see a Transfer Files dialog, as shown below. Click Start to begin the file transfer.
The meeting attendee receives a dialog box, as shown in the example below, where they can choose the location to store the file being transferred. When the attendee clicks OK, your folder or file will be transferred to the attendees’s computer and the status in the Transfer Files dis-plays “complete.” Click Done to close the window.
Check box to select attendee(s) to
receive file Drop file or
Page 42 Using Broadcast Video
If the attendee refuses the file trans-fer by clicking Cancel, the status displays “Cancelled.” Click Done to close the window. When you are finished sending files, close the File Transfer window.
Using Broadcast Video
To open your Video Conferencing window, click the Video Conferencing button ( ) in your control panel.
When you start Video Conferencing, the monitor will be blank until you click the Preview Video button. It may take a second or two to initialize the camera. If your camera is properly installed, your video transmission will appear in your Video Conferencing monitor. The Pre-view allows you to make adjustments to your camera.
The example below on the left shows the Video Conferencing window before transmission. When your preview shows what you want to display, click the Broadcast Video button.
In the Video Conferencing window you can adjust the Video Quality. The default setting is Better. If you want the Best quality, select Best. However, if the Internet is congested or if your computer or the receiving computer is having problems receiving data, then it may help to set Video Quality to Good.
Broadcast Video Pause
Stop
Preview Local Video
Giving Desktop or Application Control to an Attendee Page 43
The Video Conferencing window has the following menu bar options:
• Settings
— Viewer Size: 176 x 144 or 352 x 288
— Frames Per Second: The higher the number of frames per second the smoother the video motion. When there is a higher number of frames, more data is sent. — Record: 8 or 12 frames per second maximum
— Video Quality: Your choices are Good, Better, and Best.
— Video Source: Video Source is unavailable until you start capturing video. To start capturing video, click Broadcast. After you begin sending video, select the Video Source option to make changes to your camera setting. The Video Source tabbed pages are usually different for each camera, because they depend on the camera’s driver.
If you have more than one video camera connected to your computer, the Capture Source page allows you to select the video camera you want to use.
— Video Format: Select the capture format.
• Window
— Compact/Full Mode: When you change to Compact mode, your Video Confer-encing window shows only one window. While in Compact mode, video data is received from only one user. You can select the user you want to view from the drop-down box. After you click Compact, the button changes to Full.
The Host can allow multiple session attendees to transmit video, in which case you will see a window for each person allowed to transmit video. The Cascade or Tile options allow you to easily rearrange multiple video windows into a Cascade or Tile layout.
Giving Desktop or Application Control to an Attendee
As the host, you can share your desktop or an application with the attendee(s) during a Web Conferencing meeting and then give someone else control.
To give control of your desktop to someone else:
1. From the host console, share your desktop or an application.
2. On the attendee list, click the name of the attendee to whom you are giving control. 3. Click the eye icon below the attendee list to enable or disable the attendee's control.
• When the host has control, the icon next to the name in the attendee list is shown as .
• When the attendee has control, the icon next to the name in the attendee list is shown as .
4. To remove control, either click on the eye icon again or press CTRL-ALT-2.
Page 44 Giving Meeting Control to an Attendee
Giving Meeting Control to an Attendee
During a meeting, you may want an attendee to have the control tools (desktop sharing, appli-cation sharing, co-browse, record/playback, file transfer, broadcast video, document manage-ment, and user polling) available only to the host.
To transfer meeting control from the host to an attendee, (choose who you want to get host control):
1. Place your cursor in the attendee list and right-click.
2. Select Host Control, and then Transfer Hosting Capability. The attendee now has the host console and the former host has an attendee console without controls.
Giving Meeting Control to an Attendee Page 45
Page 46 Document Management
DOCUMENT MANAGEMENT
All Web Conferencing users (registered and unregistered) can view Public documents by selecting Public Area from the menu on the left. In the Public Area, click View Public Docu-ments. Click Launch Document Manager to view any files in the Public folder.
The Document Manager shows your local drive in the left window. In the right window you can view the folder(s) and file(s) to which you have access. Use to copy files to or from the Public folder to your local drive.
NOTE: Users that access the Document Manager without logging in (through Public) cannot copy files to the Document Manager.
Before you can view your Private documents folder, a registered user must log on by selecting Document Manager from the menu on the left.
The following is a short list of Document Manager windows facts: • The top window shows resources available.
• The bottom window shows the resource/folder selected in the top window. • All windows are resizable.
• Add a Uniform Naming Convention (UNC) resource by right-clicking your mouse in the top local window.
User Polling Page 47
• Only logged in (registered) users can alter remote files or folders. Only “owners” or the “superadmin” can alter existing files. If you access Document Manager through Public than you cannot alter or remove files.
• For convenience,
— Use the right arrow button ( ) to copy selected local files to the remote destina-tion.
— Use the left arrow button ( ) to copy selected remote files to the local destination.
• Launch a local file by double-clicking it:
— If you are running MS JVM on your machine, file associations are used. — If you are running Sun JVM on your machine, only executable files will be run. • The meeting host can launch (if it’s not already running):
— local/remote .lrec files. These files will use the Web Conferencing Recorder. — local/remote .poll files. These files will use Web Conferencing Polling. The
files will appear in preview polling mode.
• The maximum file size is set by the administrator; by default it is 50 MB. The maxi-mum file size limits the documents that can be stored on the server or locally.
USER POLLING
To access User Polling, click the User Polling button ( ) on the Host console.
When the polling window appears, you have five polling options.
All the polling types share the same process; the main difference is how you word the ques-tions.
To create polling questions:
1. Select the type of poll question and then click Next. The types are as follows:
• True/False Question - You compose a question that you want to ask the attendees of your meeting that can be answered either with True or False.
• Yes/No Question - You compose a question that you want to ask the attendees of your meeting that can be answered either with Yes or No.
Page 48 User Polling
• Multiple Choice Question (Multiple Selection) - You compose a question along with a selection of possible answers. The attendees of your meeting will be allowed to choose one or more of the answers by selecting their answer(s) with a check mark.
• <BROWSE> - The <Browse> option allows you to open a saved poll question to show to your meeting attendees. You can save the polling questions you create for later use when you are previewing your question by clicking the SAVE button, which saves the question as a *.poll file.
2. Type your question in the text box.
3. To preview your poll, click Next.
.
NOTE: On the preview screen, the character represents where you pressed Enter. If you do not press Enter, the text will wrap to the next line.
4. If you want to change the poll, click Back, make your correction, and then click Next. 5. If you want to save your poll question, click Save. Specify the location and type a file
User Polling Page 49
6. To send your poll to attendees, click Next. The following example shows what the attendee sees.
As participants send their poll answers, the host sees the Results window, as shown in the example below.
.
Page 50 User Polling
Remote Support
LAUNCHING A SESSION AS AN AGENT
To Launch a Remote Support Session, you must be a registered user on your Web Conferenc-ing/Remote Support Server. After you have a user ID and password, you can log on and launch a Remote Support session.
To launch a session:
1. Connect to your Web Conferencing/Remote Support Server by opening a browser win-dow and entering the IP address or the fully qualified name to your Web Conferencing/ Remote Support Server.
2. After your Web Conferencing/Remote Support Web page appears, click to open the Logon Web page.
3. When you log on, your Office page appears along with a menu on the left side of the Web page. From the menu, click Launch Controls
to launch a Remote Support Web Agent console.
User Polling Page 51
You may have to accept a security certificate before Remote Support will fully install. After you connect to your Web Conferencing/Remote Support Server, controls indicate that you have joined your Remote Support Queue and can now wait for a customer or client to appear in your queue list.
After a person or persons enter the queue, they appear in the queue list, as shown below. 4. To view the information that was entered, such as the customer’s e-mail address and
question, move your cursor over the Details field.
5. To begin a Remote Support session with the customer, click on the person’s name on your queue list, as shown above.
Click for help
Page 52 Web Agent Console
WEB AGENT CONSOLE
While you are in an active session with a customer, you see the agent console, as shown in the examples below. The Help button opens the online Help file. To quickly remove the client from the session, and clear the chat contents for this session, click End.
NOTE: When you “End” a session, you as the agent/host can still see the chat history but the client does not see the chat history.
Show Desktop Page 53
On the Chat tab, the Save button ( ) allows you to save the current keyboard chat history to a text file. On the Queue tab, use the Transfer button to transfer your client to a different queue that you select from the drop-down menu. After the client is transferred, they wait on the other queue for another Web Agent.
SHOW DESKTOP
To share your desktop with the customer, click Show Desktop, as shown below.
You see the dashed boundary lines for the Viewport, which you can size using the tool in the lower-right corner.
Page 54 Show Desktop
At the bottom-right corner of your Viewport, you see the Viewport controls, as described in Table 5
To see other Viewport transparency options, right-click the icon on your start bar or the resolution in the bottom right of the viewport to bring up a menu that offers screen options such as Full-screen, Restore Viewport, and Standard Sizes (800x600, 640x480, and 320x240). The menu also contains transparency options such as Hide Transparency, Erase Transparency, and Transparency Tools.
Table 5.
Viewport Icons
ICON MEANING/USE
Move Viewport - With this tool, you can click and drag your Viewport anywhere
on your desktop.
Pause - Click this button to pause the Viewport broadcast. After the Viewport is
paused, this button changes to . Click this button to continue the Viewport broadcast.
Draw Mode - Click this button to set your Remote Support desktop to draw
mode, which allows you to draw with a pen. After the pen mode is enabled, this button changes to , which starts cursor mode. Click this button to change the Viewport back to cursor mode.
Hide Transparency - You cannot select an item that is covered with a drawing.
To click on an item that is hidden under a drawing, select hide transparency. Once the item is visible, it can be selected.
Show Transparency Tools - Click this button to see drawing options such as
Font, Line Thickness, Square, Circle, Cut/Move, or Color Selector.
Hide Desktop Icons - Click this button to hide all the desktop icons. Click again
to show the icons.
Viewport Snapshot - Click this button to save a bitmap image of what currently
appears on your Viewport. It saves the bitmap on your hard drive. The first time you click Viewport Snapshot, a browse window appears for you to choose the directory where you want your snapshots stored. If you want to change the snap-shot directory later, open the transparency tools and click Options. From the menu, select Set Snapshot Dir.
Erase Transparency - Click this button to clear everything you have drawn or
written on your transparency. After it is erased, you cannot bring it back to your drawing.
Show Desktop Page 55
Page 56 Broadcast Video
BROADCAST VIDEO
To open your Video Conferencing window, click the Video Conferencing button ( ) in your control panel.
When you start Video Conferencing, the monitor will be blank until you click the Preview Video button. It may take a second or two to initialize the camera. If your camera is properly installed, your video transmission will appear in your Video Conferencing monitor. The Pre-view allows you to make adjustments to your camera.
The example below on the left shows the Video Conferencing window before transmission. When your preview shows what you want to display, click the Broadcast Video button.
In the Video Conferencing window you can adjust the Video Quality. The default setting is Better. If you want the Best quality, select Best. However, if the Internet is congested or if your computer or the receiving computer is having problems receiving data, then it may help to set Video Quality to Good.
The Video Conferencing window has the following menu bar options:
• Settings
— Viewer Size: 176 x 144 or 352 x 288
— Frames Per Second: The higher the number of frames per second, the smoother the video motion. When there is a higher number of frames, more data is sent. — Video Quality: Your choices are Good, Better, and Best.
Broadcast Video Pause
Stop
Preview Local Video
Co-Browse Page 57
— Video Source: Video Source is unavailable until you start capturing video. To start capturing video, click Broadcast. After you begin sending video, select the Video Source option to make changes to your camera setting. The Video Source tabbed pages are usually different for each camera, because they depend on the camera’s driver.
If you have more than one video camera connected to your computer, the Capture Source page allows you to select the video camera you want to use.
— Video Format: Select the capture format.
• Window
— Compact/Full Mode: When you change to Compact mode, your Video Confer-encing window shows only one window. While in Compact mode, video data is received from only one user. You can select the user you want to view from the drop-down box. After you click Compact, the button changes to Full.
The Host can allow multiple session attendees to transmit video, in which case you will see a window for each person allowed to transmit video. The Cascade or Tile options allow you to easily rearrange multiple video windows into a Cascade or Tile layout.
CO-BROWSE
When you start the Co-browse control, a browser window opens on your desktop and on the customer's desktop. When you, as the Agent, start browsing the Internet, every Web page you view will also appear on the Co-browse windows of your customer.
When you close your Co-browse window, you are offered the option to allow the browser win-dow to remain open on your customer’s desktop or to close it.
Page 58 Remote Features
REMOTE FEATURES
• Remote Control: To take control of the mouse and keyboard of the customer’s com-puter, click the Remote Control button on your control panel.
• File Transfer: The file transfer feature lets you easily move files, perform intelligent file transfers and conduct file management activities such as file synchronization and cloning between your Remote Support agent's computer and a connected Remote Sup-port customer's computer.
Remote Features Page 59
The customer must accept your request before you can perform a file transfer on their computer. Using a network, modem, or IP connection, you can perform the following basic file transfer tasks between your host computer and a connected user computer using Remote Support:
— Drag and drop to copy selected files or folders from one computer to another. — Delete selected files or folders.
