An optional add-on feature of all editions of WhosOn is 'Remote Control'.

 

Once Remote Control is enabled you will be able to see and control the visitor's desktop during a chat session (after the visitor has accepted the Remote Control invitation). Remote Control is ideal for PC support, and for helping visitors through checkout processes and form-filling.

 

Enabling Remote Control

 

Remote Control is enabled in the Site Properties - Chat - Remote Control tab. Click the Enable Remote Control and enter your Remote Control Account user name & password. You need to obtain a Remote Control Account from us before you can do this. A single Remote Control account can be shared by all WhosOn Client Users who have access to the monitored site. A Remote Control Account will have a limit on the number of concurrent remote control sessions that can be active at the same time.

 

Using Remote Control

 

Once Remote Control is enabled you can initiate a remote control session with any visitor during a regular chat session.

 

For example:

 

 

Click the Remote Control tab in the chat window. Now click Start Desktop Sharing Session.

 

Your WhosOn Client will then launch the Remote Control application and obtain a 'session id' (this may take a few seconds). The visitor will then be sent a small file which will show in their chat window as a link:

 

 

Some browsers will run the file automatically. For other browsers, the visitor simply clicks the link to start the Remote Control Client:

 

 

When the visitor runs the file they will see the above window. The visitor clicks Apply to join the desktop sharing session.

 

You will see the Remote Control application along with the visitors desktop:

 

 

A secure desktop sharing session is then active. You can control the visitors mouse and keyboard and run applications as if you were sat at the PC itself. You can also use the visitor's browser and help to complete checkout processes etc. The visitor is also able to move the mouse and use the keyboard, so you can watch the visitor's actions and only take over when you need to.

 

 

The Close button can be used at either end of the session to close it.

 

When the session is closed, the Remote Control Client exits and clears itself from the visitor's PC.