HELP FILE

Connect to your Support Provider using the Calling Card Form

This article gives guidance to Rescue technicians.

You can connect to your support provider by completing and submitting the form shown on the Calling Card interface.

Note: It's helpful to understand the customer's experience during a Calling Card session. "You" in this article refers to the customer receiving support from a technician. Rescue technicians can also use this article to learn more about the customer experience.
  1. If you do not see the Calling Card Form, click the Connection menu on the Calling Card interface and select Connect to Remote Support.

    Result: The Calling Card form is displayed on the Calling Card interface.

  2. Enter all required information.

    Result: The Connect button is activated.

  3. Click the Connect button.

    Result: A connection is made to your support provider. The initial status of the session is "Waiting for Technician", which means that your request will soon be picked up (activated) by a technician at your support provider. At this stage, you are not able to communicate with anyone unless you have made contact by telephone or otherwise.

  4. Wait for the technician to activate the session.

    Result: You will be notified that your status is "Connected to Technician".