Learn about the Technician console

The Dameware Remote Everywhere Technician console provides a number of account configuration options, in addition to displaying incoming support requests and starting support sessions. Use the console to chat with other Technicians in your company, customize colors for remote sessions, or view your session history.

1. Click in the left navigation menu for Sessions. Use Sessions to launch and manage support sessions.

   1. In the New Session tab, click Start New Session to launch a new support session. After clicking Start New Session, the right side of the Console window displays two options to begin the session. For Option 1, you can click the PIN code to copy to the clipboard and send to the customer. For Option 2, you can send the support link via chat or click to send via your default email program.

      You can also start a new session by creating a Calling Card. Select New Calling Card and click Generate Calling Card to view the Calling Card. Expand Additional information about the session to enter customer details. Learn more about creating and using Calling Cards.

   2. In the Pending Requests tab, you can view, accept, reject, or transfer support requests. Click the request to view request details. Click under Actions to quickly accept, transfer or reject the request. Click to flag the request as urgent and move it to the top of the list.

2. Click in the left navigation menu for Devices. Use Devices to view and add new devices, chat with online devices, remotely wake devices with Wake-on-LAN, or connect via support session.

5. Click in the left navigation menu for History. Use History to view the session history for all Technicians or search for a specific Technician's session history.

6. Click in the left navigation menu for Inbox. Use Inbox to view all deferred support requests submitted by customers and end users. Select a message from the list to view details related to the deferred support request.

7. Click in the left navigation menu for Active Users. Use Active Users to view a list of Technicians currently logged in, along with their status and number of active sessions.

8. Click in the left navigation menu for Settings. Use Settings to access and configure account settings, like changing your password or configuring proxy settings.

   1. Hear a sound whenever a new request arrives, choose the default color for remote sessions, remember color settings for Agents, automatically launch when Windows opens, change your password, or configuring proxy settings. Additional options in this menu include:

      • Play a sound for new support requests

      • Configure default color settings for remote sessions and remember color settings for Agents

      • Automatically launch when Windows opens

      • Change your password

      • Configure proxy settings

      • Specify the TCP 3377 port for Gateways

      • Access to the log folder

9. Click to start a chat session with other Technicians or customers.
10. Click to start a chat session with a Dameware Remote Everywhere support representative if you have problems with your console.
11. Click to log out of the console.