1. Technician creates a PIN code but does not run the Applet or accepts the T&C. Tip: You can define the T&C in Administration Center > Technician Group > Settings tab > Customer Applet.
2. Technician lets the connecting session time out (for example, after one minute, or as defined in Administration Center > Technician Group > Settings tab > Time-outs).

1. Technician creates a PIN code and shares that with the customer by any connection method.
2. Customer downloads the Applet.
3. Technician starts a session in the Technician Console.

1. Customer downloads the Applet.
2. Technician lets the connecting session time out (as defined in Administration Center > Technician Group > Settings tab > Time-outs).

1. Customer downloads the Applet.
2. LAN gets disabled on customer's side.

Session will be in Reconnecting status in one minute.

1. Customer downloads the Applet.
2. Technician starts a session in the Technician Console.
3. The Applet is closed on the customer side.

1. Admin sets Active session idle timeout in the Administration Center. (For example, to one minute.)
2. Customer downloads the Applet.
3. Technician starts a session in the Technician Console.

Technician Console should not be in focus until Active session idle timeout is reached. Certain processes will prevent time out, including the following: an open remote control, screen sharing, or file manager session; a pending file transfer; an open save dialog; or a pending Calling Card deployment.

1. Technician A invites Technician B to a session to collaborate.
2. Technician A gives lead status to Technician B.
3. Technician B gives lead status back to Technician A.

In this case, the status of Technician B changes from Active to Collaborating.

1. Technician places the session on hold.
2. Technician clicks Start session.

1. Technician places the session on hold.
2. Technician clicks Transfer session.

1. Technician places the session on hold.
2. Customer reboots his computer.

1. Technician accepts a collaboration invitation by clicking Start session.
2. Technician places the collaboration session on hold by clicking Hold session.
3. Technician clicks Start session to start the session again.

1. Technician places the session on hold.
2. Customer closes the Applet.

1. Technician places the session on hold.
2. LAN gets disabled on customer's side.

1. Technician initiates a session.
2. Technician clicks Start session to start it.
3. LAN gets disabled on customer's side.
4. LAN is enabled.

1. Technician places the session on hold.
2. LAN gets disabled on customer's side.
3. LAN is enabled.

1. Admin sets Active session idle timeout in the Administration Center. (For example, to one minute.)
2. LAN gets disabled on customer's side.
3. Active session idle timeout expires.

1. LAN gets disabled on customer's side.
2. Technician clicks End session.

1. Customer downloads the Applet but the Technician does not start the session.
2. LAN gets disabled on customer's side.
3. LAN is enabled.

1. Technician transfers a session.
2. LAN gets disabled on customer's side.
3. LAN is enabled.

1. LAN gets disabled on customer's side.
2. Technician waits more than five minutes.

1. LAN gets disabled on customer's side.
2. Technician waits more than five minutes.
3. LAN is enabled.

1. Admin sets active session timeout to at least eight minutes in the Administration Center.
2. LAN gets disabled on customer's side.

1. Technician places the session on hold.
2. LAN gets disabled on customer's side.
3. Technician waits more than five minutes.
4. LAN is enabled.

1. Customer downloads and starts the Applet but the Technician does not start it in the Technician Console.
2. LAN gets disabled on customer's side.
3. Technician waits more than five minutes.
4. LAN is enabled.

1. Technician starts a session in the Technician Console.
2. Technician clicks Transfer session and selects a technician group or channel.

1. Technician transfers a session.
2. LAN gets disabled on customer's side.

1. Technician transfers a session.
2. Customer's computer is rebooted.

1. Technician transfers a session.
2. Close the Applet or pick up the outgoing session in the original Technician Console.

1. Technician A transfers a session to Technician B.
2. Technician A clicks Start session on the Outgoing session.

In this case, the session is removed from the TC queue of Technician B, who did not pick up the incoming session.

1. Technician A transfers a session to Technician B.
2. Technician B transfers the incoming session back to Technician A.

1. Technician transfers a session.
2. Technician reboots the customer's computer.

1. Technician transfers a session.
2. Customer closes the Applet.

1. Technician A transfers a session to Technician B.
2. Technician B picks up the session.

In this case, the session is removed from the TC queue of Technician A.

1. Technician starts a session in the Technician Console.
2. Technician clicks Invite technician.
3. The invited technician click Start session.

1. Technician starts a session in the Technician Console.
2. Technician clicks Invite technician.
3. Technician clicks Remove technician.

1. Technician starts a session in the Technician Console.
2. Technician A invites Technician B to a session to collaborate.
3. Technician B accepts the invitation.
4. Technician B reboots the customer's computer from the Technician Console or from the customer's side.

1. Admin sets Active session idle timeout in the Administration Center. (For example, to one minute.)
2. Technician removes focus from the Technician Console while collaborating.

1. Technician starts a session in the Technician Console.
2. Technician A invites Technician B to a session to collaborate.
3. Technician A close the session as the lead technician or the Customer closes the session.

1. Technician A invites Technician B to a session to collaborate.
2. Technician A clicks Remove technician to remove Technician B.

In this case, the session is removed from the TC queue of Technician B.

1. Technician A invites Technician B to a session to collaborate.
2. Technician A hands-off lead status to Technician B.
3. Technician B accepts the lead status by clicking the Accept lead status blinking green button above his chatlog.

1. Technician A invites Technician B to a session to collaborate.
2. One of the Technicians reboots the customer's computer.
3. Technician with the lead closes the session during reboot.

1. Technician A invites Technician B to a session to collaborate.
2. Technician A (with the lead) reboots the customer's computer.
3. Technician A removes the collaborating Technician B during reboot.

1. Technician initiates a session.
2. Technician clicks Transfer session.
3. Technician reboots the customer's computer after the session acquires Outgoing status.

1. Technician starts a session in the Technician Console.
2. Technician places the session on hold.
3. Reboot the customer's computer from the Applet side.

1. Technician starts a session in the Technician Console.
2. Technician clicks Transfer session.
3. Customer reboots the his computer.

1. Technician A starts a session.
2. Technician A clicks Invite technician.
3. Technician B accepts the invitation.
4. Technician B reboots the customer's computer.

After reboot, Technician B's status changes from Rebooting to Collaborating.

1. Technician initiates a session but does not start it.
2. Customer restarts his computer.

1. Technician starts a session in the Technician Console.
2. Customer closes the session.
3. Technician clicks End session in the Technician Console.

1. Admin sets Active session idle timeout in the Administration Center. (For example, to one minute.)
2. Technician initiates a session.
3. Technician move focus from the Technician Console so that the session times out.
4. Technician leaves the Timed Out session in the Technician Console queue and wait at least three minutes.

The session remains in Timed Out status and does not disappear from the queue.

1. Admin sets Active session idle timeout in the Administration Center. (For example, to one minute.)
2. Technician initiates a session.
3. Technician moves focus from the Technician Console so that the session times out.
4. Technician clicks End session.