Professional Documents
Culture Documents
Important: Unattended access requests cannot be sent during the following session
types: Instant Chat in Chat-only mode, Rescue+Mobile, Mac.
Tip: Remind the customer that the PC must be powered on and not in sleep mode for the
technician to be able to launch an unattended session.
Remember: The customer’s PC must be powered on and not in sleep mode for the
technician to be able to launch an unattended session.
b The technician either logs in automatically using customer credentials or authenticates
to the unattended computer using Administrator credentials, as discussed above.
Note: Each computer is named according to the value entered in the Name field for the
session during which unattended access was enabled.
Use the Computers tab to manage the unattended computers that are accessible to an
organizational unit. For example, select the Technicians root on the Organization Tree and
then the Computers tab to list all unattended computers in your organization.
Use Copy... to assign the selected computers to an additional Technician Group or Computer
Group while maintaining any current assignments.
Use Move... to assign the selected computers to a different Technician Group or Computer
Group.
Newly added computers are highlighted with a star.
Tip: For more about Instant Chat, see the Instant Chat Feature Guide.
The session ends when the customer exits Instant Chat (that is, when Instant Chat is no longer
running in Safari), when the customer refreshes the browser window, or when the technician
ends the session in the Technician Console.
Report Enhancements
Failed Session report: A Failed session is any session successfully submitted by the customer,
but which never proceeds from Connecting to Waiting status. A session enters Connecting status
when the customer begins downloading the Applet.
Idle Time: The Login report will have a new column called Idle Time. Idle Time is defined as the
time when a technician is logged in to the Technician Console but has no sessions. Idle Time
ends as soon as any session enters any status in the Technician Console.
1 On the Organization Tree, select the Technician Group you want to work with.
2 Select the Organization tab.
3 Under Permissions,
select Hold sessions.
4 Save your changes.
The structure of the data is the same as with the end-of-session post, though some values
remain empty during the start-of-session post. The target URL differs.
Empty values during the start-of-session post:
<chatlog></chatlog>
<notes></notes>
<waitingtime></waitingtime>
<pickuptime></pickuptime>
<closingtime></closingtime>
<worktime></worktime>
<lastactiontime></lastactiontime>
<transmitted></transmitted>
BlackBerry Enhancements
Additional information types are available on the System Information tab in the Technician
Console during a session with a supported BlackBerry device:
Processes
Applications
Service Book
An SMS listener will detect the incoming PIN Code and prompt the customer to accept the SMS
and launch the Applet.