With Technician Collaboration, multiple technicians can simultaneously support a single customer. Technicians can improve problem resolution by inviting online and available technicians from inside or outside their Rescue organization to an Active session.
Before you begin:
Collaboration is by invitation only.
This procedure assumes you have been invited by a Lead Technician to join a session.
This procedure assumes you have been invited by a Lead Technician from within your own organization.
Administrators can invite themselves using the Technician Monitoring feature. See Monitoring Technicians.
- To join a collaboration session, follow the instructions for the appropriate connection method:
- PIN Code: Go to LogMeIn123.com and enter the PIN code you receive from the lead technician
- Email: Open the email sent by the lead technician and click the link
- Link: Open the chat message or other medium containing the link and click the link
Result: You are prompted to download the Rescue Technician Console .exe file.
- Launch the Rescue Technician Console .exe file.
Result: You are shown any comments from the lead technician and prompted to confirm your name as you want it to be seen by all parties.
- Click Join.
Result: The Technician Console is launched and you join the session.
- You see a session on your Session List with the status Invitation. Select the session.
- On the Session toolbar, click Start to accept the invitation and join the session.
Result: The session appears as Collaborating in the Session List.
- You can now participate in the session.
Result: The Lead Technician has ultimate control over your permissions during the session. See About Collaborating Technician Capabilities.
- To leave the session, click the X on the Collaboration Panel (at the top of the Chat panel).
Result: The session does not end; the Lead Technician remains Active.
- To leave the session, close the Technician Console.
Result: The session does not end; the Lead Technician remains Active.
