Cisco WebEx Support Center

Frequently Asked Questions

Answers to Technical Support Conferencing Questions

Important Info
WebEx Support Center is a technical support conferencing solution that allows companies to troubleshoot and resolve customer problems online. Below are frequently asked questions about online technical support sessions.
 
  1. What do I need to host or attend a WebEx Support Center session?
  2. What is the quickest way to start a WebEx Support Center session?
  3. How can I invite customers to attend support sessions?
  4. What hot keys are available to WebEx Support Center customers?
  5. Can I automatically end inactive WebEx Support Center sessions?
  6. What types of applications can I view or control?
  7. Do I need to have the application I want to view or control installed on my computer?
  8. What if a customer has a display or a different size or resolution?
  9. What is causing me to see a yellow crosshatched pattern when viewing or controlling a customer’s application?
  10. How can I improve the performance of my WebEx Support Center sessions?
  11. What factors affect the performance of online support sessions?
  12. How can I test support session performance?
  13. What's the best way to ensure auditing compliance?
  14. What is the best way to gather diagnostic system information from customer computers?"
  15. Why can't I bookmark some pages on my WebEx Support Center website?

Frequently Asked Questions

  • What do I need to host or attend a WebEx Support Center session?

    You will need to download the WebEx Support Manager. The first time you start or join an event, it is automatically downloaded to your computer, You will need a user account; if you do not have one, ask your site administrator to set one up for you.
  • What is the quickest way to start a WebEx Support Center session?

    The quickest way to start a support session is to use the One-Click from your Windows taskbar, desktop or web browser.
  • How can I invite customers to attend support sessions?

    You can invite customers:
    • From your CSR console
    • From the WebEx Support Center home page
    • By pasting a link for the support session in an IM or email message
  • What hot keys are available to WebEx Support Center customers?

    Hotkeys available to customers include:
    • Ctrl + F10 = leave session
    • Ctrl + F8 = start chat session
    • Ctrl + F3 = close chat window
    • Ctrl + F7 = close file transfer
    • Ctrl + F9 = close application/desktop sharing window
    • Ctrl+Shift+F3 = focus on chat window
  • Can I automatically end inactive WebEx Support Center sessions?

    Yes.  Site administrators can set an option on the Site Administration page to automatically end inactive WebEx Support Center sessions.
  • What types of applications can I view or control?

    You can view or control virtually any application running on a customer's computer.
  • Do I need to have the application I want to view or control installed on my computer?

    No. The application that you want to view or control does not need to be installed on your computer.
  • What if a customer has a display or a different size or resolution?

    In a support session, WebEx Support Manager automatically displays the customer's desktop or application, even if the customer's monitor is set to a different display resolution. For best results, you should set your monitor to 800 x 600 pixels because this resolution is the most common. To change your monitor's display resolution for Windows, use the Settings tab in the Display Control Panel.
  • What is causing me to see a yellow crosshatched pattern when viewing or controlling a customer’s application?

    The crosshatched pattern is the shadow of a dialog box or window that is in front of the shared application on the customer's screen. Once the customer closes this dialog box or window, the pattern no longer appears.
  • How can I improve the performance of my WebEx Support Center sessions?

    Some of the factors that affect performance are the following:
    • the speed of your computer's connection to the Internet
    • the performance of your Internet service provider
    • performance of firewall and proxy servers, if your computer is behind a company firewall

    Although you may have a high-speed connection to the Internet, there can often be congestion or packet loss on the Internet. You usually can't do much about such problems, other than to inform your network administrator or Internet service provider. Congestion is often transient and resolves itself over time. However, you should report serious, persistent problems.

  • What factors affect the performance of online support sessions?

    Performance depends on both the Internet itself and the WebEx service. WebEx constantly monitors service and network performance and continually enhances its infrastructure to keep web conference srvices highly available and reliable. Some of the factors that affect performance are the following:
    • the speed of your computer's connection to the Internet.
    • the performance of your Internet service provider .
    • overall Internet traffic on your routed connection to the WebEx server.
    • performance of firewall and proxy servers, if your computer is behind a company firewall.
  • How can I test support session performance?

    The Trace Route utility on your computer can help you to determine where problems are occurring between your computer and the WebEx server. On Windows, open a DOS prompt or a Command prompt window, then type:
    • tracert your_site_URL
    • where your_site_URL is the address for your meeting service Web site. Ensure that you include a space after tracert

    When running Trace Route, your computer sends packets of information across your connection to measure the amount of time it takes to for the packets to reach the meeting server. Ideally, packets should take between 1-60 ms to reach the server. If packets take between 60-100 ms to reach the server, your connection is slow and may be noticeable in a meeting. Times longer than 100 ms are likely to seem unacceptably slow. If you continue to experience poor performance, consult your network administrator.

  • What's the best way to ensure auditing compliance?

    To ensure auditing compliance, Site Administrators can:

    • Place disclaimer text on the SupportCenter pre-session form.
    • Enable the option in the Site Administration website to automatically record all support sessions.
    • Review the event log to see CSR actions during support sessions.
  • What is the best way to gather diagnostic system information from customer computers?"

    From the CSR console, select the option to collect cusotmer system information.  You can then save the information and upload it to your ticket management system.  This way, system information gather by first level CSRs is automatically available to second and third level CSRs.
  • Why can't I bookmark some pages on my WebEx Support Center website?

    Your WebEx Support Center website dynamically generates many of its pages, which you cannot bookmark.
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