Improve customer satisfaction and reduce support costs. Deliver hands-on support without costly onsite visits.

Key Benefits

  • View and control a user’s desktop
  • Initiate a session with Click-to-Connect support access
  • Set up WebEx WebACD automatic request routing
  • Support multiple customers with the Multi-Session rep console
  • Reduce your support costs

Ways to Use

  • WebEx Support Center for Your Customers - WebEx Support Center for your customers makes it easy for them to initiate a session with Click-to-Connect using a button on your web site, product or email signature. In addition, give customers the option to request a callback and show them the estimated wait time.
  • WebEx Support Center for Technicians - WebEx Support Center for technicians allows them to view and control another user’s desktop. Drag and drop files to and from a user’s system to apply a patch or update. Sign on to their machine as an administrator to access and install new applications.
  • WebEx Support Center for Technician Managers - WebEx Support Center for technician managers provides WebACD Queue Manager and Dashboard enabling you to set up queues with rules-based routing, by available or skill set. Distribute a large number of requests by allocating to sub-queues by percentage. Monitor all sessions and agent activity at both the queue and TSR levels.

View or control a customer’s desktop or let a customer view or control your desktop. You can each selectively share applications to maintain privacy.

During the session, easily transfer files to and from a customer’s system to apply patches and updates or retrieve customer data files for in-depth analysis.

Sign on to a customer’s machine as an administrator to access and install new applications and perform other activities that require administrative privileges.

Record sessions for archival or training purposes.

Redirect printouts from a customer’s printer to a local printer for off-line analysis.

Stream live video to personalize or enhance support.

View the customer’s desktop without scrolling to speed up the support process.

Access all session controls during desktop or application sharing without obstructing the view or switching screens.

Instantly bring subject matter experts into a session when needed.

Communicate easily with customers and other technical support members during a session.

Transfer calls or conference in other team members for faster resolution.

Collect, print and save system information for future reference.

Mark up the screen to better explain and solve issues.

Allow a customer to join the same session even if they needed to reboot their computer.

Work through most firewalls without opening additional ports. Cisco WebEx Support Center operates through standard http and https ports.

Survey customers at the end of sessions and use data to effectively enhance your customers’ experience.

Measure help desk and call center statistics. Information includes number of sessions, session time and session feedback to track and improve performance.

Cisco 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.

Minimum requirements include:

Windows 98, ME, NT, 2000, XP or 2003 server

Intel x86 (Pentium 400 MHz +) or compatible Processor

128 MB RAM

Microsoft Internet Explorer 6, Mozilla 1.6 or later, Firefox 1.0 or Netscape 4.7, 7.x

JavaScript and cookies enabled in the browser

56 K or faster Internet connection

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

You can view or control virtually any application running on a customer's computer.

No. The application that you want to view or control does not need to be installed on your computer.

In a support session, 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.

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.

Performance depends on both the Internet itself and the Cisco WebEx service. Cisco 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 Cisco WebEx server.

performance of firewall and proxy servers, if your computer is behind a company firewall.

The Trace Route utility on your computer can help you to determine where problems are occurring between your computer and the Cisco 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.

Our complete library of user guides and support materials include details on everything you need to know about Cisco WebEx Support Center.

It's easy to get started with Cisco WebEx Support Center. Just sign up for a free online session with one of our training experts. You'll be guided through basic features, applications, tips and hints on how to conduct webinars and web seminars. Whether you are a web conferencing novice or pro, our trainers will give you the information you need to successfully use this event conferencing solution.

To schedule a training session:

Contact your sales representative

Call Customer Service or

For more information about our training program, please visit our page on Free Live Training Program

All WebEx Support Center downloads can be accessed from your WebEx Support Center home page.

Just follow these simple steps:

1. Go to your Cisco Webex® Meetings home page (e.g. mycompany.webex.com)

2. Click on the Support tab on the left side of the page.

3. Select Downloads from the Support tab options.

4. The downloads page contains a list and description for all tools & Cisco Webex® Meetings add-ons. (Please note that participants may only download the Webex Meeting Manager)

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