HELP FILE

How to Start a Mobile Session by SMS

    This article gives guidance to Rescue technicians.

    The agent must have an active Rescue+Mobile add-on licence.

    The agent's Technician Group must have permission to start Private Sessions.

    The agent's Technician Group must have permission to use the SMS connection method.

    1. On the Session toolbar, click New Session.

      Result: The Create New Session window is displayed.

    2. Type the customer's name or other identifier in the Name field.

      Result: You will use this name to identify the session on the Active Session tab and in the Session List.

    3. Click Send SMS.

      If you know the customer’s platform, you can choose to manually set Device Platform using the drop-down list on the Create New Session dialog box. Manual detection may be necessary if local browser settings prevent automatic detection.

      Result: A confirmation box appears detailing the phone number and the PIN code that has been sent to the customer in an SMS (text) message.

    4. The customer opens the SMS message.

      Result: The customer clicks to download the applet if not already installed.

      Note: The download procedure may vary depending on the customer's operating system.

    5. Pick up the session by selecting it in the Session list and clicking Start.

      Result: Customer Status will change to Active.