For the most part, I'm going to ask that you not use your mouse or keyboard during our session, unless I ask you to do something specifically. "So you can see that I can move your mouse, and if you go ahead and move your mouse, you'll see that you still have control over it as well. They should choose Allow.īefore you go any further with your support session, say something like: We pretend that we are listening, when really we are formulating our own ideas and. The downside is that we fail to actually take in what the other person is saying and have closed our minds, which is a barrier to good listening. Tell the user that the first thing you're going to do is ask permission to share their screen and access to their mouse and keyboard.Ĭlick the first icon on the Screen Sharing tab and ask if they see the prompt in their chat window, asking for permission. Unlike these traditional tools, both Bomgar active and passive jump clients are cross-platform (Windows, Mac, and Linux), centrally manageable, fully auditable and highly secure. Passive, attentive listening: In this type of listening, we are genuinely interested in what the person is saying.
Your window will now display the diagnostic tools you can use during the support session. The end user's chat window will now show that you have begun chatting with them. If you click that, our session will immediately stop and the application you downloaded will be automatically removed from your computer." Whenever I need your permission to do something, you'll see choices it the chat window to Allow or Refuse. "You should see a small window with a bright orange bar with the word "Bomgar" in it. Bomgar jump client passive listening With new capabilities designed to increase technician productivity and extend support to and from mobile devices, Bomgar 11 Passive mode may best be used on internal systems rather than external ones, although with correct firewall configurations, it may be used in either implementation.
BOMGAR JUMP CLIENT PASSIVE LISTENING SERIES
The Passive Jump Client Port specifies which port a passive Jump Client will use to listen for a wake up command from the B Series Appliance.
Say to the user something like the following: With Jump Client Default Connection Type, set whether Jump Clients pinned during a customer-initiated session are active or passive by default. Run the Representative Console on your computer, logging in with your NetID and password.ĭouble-click on the user's entry under All Jump Clients. Have you gone over the material covered in our What to Say Before You Begin a Session article with the end user? It is important that the end user is comfortable with the notion of remote access before you begin.