Session statuses in the Rescue Technician Console
This article gives guidance to Rescue technicians.
The following table describes the possible statuses that are displayed in the Status column of the session queue in the Rescue Technician Console.
Status | Description | Previous status | Next status |
---|---|---|---|
Active | Session is picked up either by a technician, or automatically by the Technician Console (if it was an incoming private session). |
|
|
Closed (by active customer) | The customer closed the session. |
|
Closed by technician |
Removed from TC queue (after closed by technician) |
|
|
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. |
|
|
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. |
|
|
Invitation | The technician was invited to collaborate in a session but has not yet accepted the invitation. | none |
|
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. |
|
|
On Hold | The session was put on hold. |
|
|
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. |
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|
Reconnecting | There is a network connection problem on either the customer's or the technician's side. |
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|
Timed out | The session timed out either because the Admin-defined timeout was exceeded or due to system timeout (after two weeks). |
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|
Waiting | The customer downloaded and started the applet, and then connected to the Rescue gateway. | Connecting |
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Article last updated: 27 September, 2022