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How to setup a WebEx session with customer and change to presenter

In this Document

Purpose

Scope

Details

Oracle Confidential PARTNER - Available to partners (SUN).
Reason: Reference for WebEx session with customer

Applies to:

Purpose

 This document is written to provide a minimal guide to running a customer Webex session for remote support engineers. It does not replace the Webex Detailed Guide.

Scope

 Remote support users.

Details

This is a step by step guide in order to establish a WebEx session with customer:

Contents:-

Start MyOracleWebEx.

Start a WebEx session.

Make the customer the Presenter.

Take control of customer's screen/client.

Note:

To use 'https://myoracle.webex.com' to initiate a session as a HOST , you need to have requested access to webex and Intercall from https://oim.oraclecorp.com with approval of your manager.

If this is not in place you will see a 'User Authentication Failure' message when attempting to login to WebEx. Please do not confuse this with the previous iteration of webex accessed through 'https://oraclesystemsupport.webex.com '.

How to setup a WebEx session with customer:

This is by no means a full WebEx setup guide.

This 4 chapter Quick Guide should just show in a few steps on how to setup and run a WebEx session with customer/participants.

For a full Detailed User Guide please go to

http://www.oracle.com/webfolder/dm/ogit/index.html#

Detailed User Guides

WebEx supports Internet Explorer, Firefox, Chrome, and Safari, and it works on Windows and Mac computers. Oracle VPN is not required. There is no cost to use WebEx.

InterCall audio conferencing costs will be charged as normal.

Summary of actions in this quick guide

-           set up your account (one time activity, this is something the customer will never have to do)

Go to section (click here)  Start  MyOracleWebEx

-          share your unique link with the customer to join your webex session

Go to section (click here)   Start a WebEx session

-          make customer the presenter

Go to section (click here)   Make customer the Presenter

-          take control

Go to section (click here)   Take control of customers screen/client

Start  MyOracleWebEx

Go to following link to start  MyOracleWebEx

https://myoracle.webex.com

At the top right,

              1. Login with your SSO credentials          

                    a)      If this is not your first time and your basic settings are all set up already, go to "Start a WebEx session"

            b)      If this is the first time you connect to this WebEx page please setup your personal settings,

        2.

2. 1. Go to “Meeting Center”
   2. Select “Set Up”
   3. Then followed by “Preferences”

At the General screen set your Time Zone, Language and locale if required.

  Click on Save

Go to

1. 1. My WebEx
   2. Select My Profile, here you enter your personal information
   3. Click on upload, here you can upload your picture.  Best to use the same one as used in Aria People.

Scroll down to the bottom and click on Update

Start a WebEx session

Now to start a WebEx session, go to

1. 1. “Meeting Center”
   2. and click on green area “Enter Room”

             This will take you in your personal Meeting Room.

A new Window will pop up and a counting display starting the WebEx personal room

Personal Room!

       There are three buttons in the center

1. 1. Call me (this button is to be used to join the voice conference)
   2. Share screen (this button to be used to share your screen with the invited audience)
   3. Invite & Remind (this function to be used to copy the meeting URL, the meeting URL will be copied to the clipboard, which than can be forwarded to the customer)

          This would be in the format: https://myoracle.webex.com/join/first_name.last_name

      You are not presenting anything yet, until you click on 2. “Share Screen”.

      If you are expecting the customer to share something than you will need to provide the Presenter rights to the customer and he will have  to accept the Presenter role cnce the customer agrees to the WebEx session, and you have provided the link to him.

Customer will then join in a very similar way to the way you joined the Webex session.

Following are screenshots from a customer viewpoint.

After the customer has followed the link provided, if he is a first time WebEx user, the customer will be prompted with a download link for the WebEx application (small executable install file).

The customer will have to install this file onto the client running the WebEx session.

After completion the customer will be forwarded to the following screen...

1. 1. 1. Customer Name (first, last name)
      2. Customer email address
      3. Click on Join

Below is the actual WebEx application that customer previously installed and that the customer sees on his screen.

It is the same as you see on your screen, but currently Share Screen and Invite&Remind is grayed out, since customer has currently just viewer rights.

What customer could possibly do is to use the Connect to Audio function. This may be useful when more than two persons are joining the WebEx session, but usually a one on one session does not require this and a normal call via phone, directly to the customer, is preferable.

1. 1. 1. Customer name Joe Doe
      2. This is you “the Host”

Note:

If you click on your Share Screen button in your WebEx application , than customer will see your screen.

It is not our intention when doing a WebEx with the customer that he gets to see our screen, since our intention is to see / control the customer's screen/client!

In order to perform this action we have to make the customer as the “Presenter”

In addition you can start a chat with the customer, or with a individual in the WebEx session.

Make customer the Presenter

From your (host) WebEx session

1. 1. 1. Start the chat. Click on Chat. This will open a chat dialog.
      2. When you want to chat to a individual WebEx session member go down to 2. and select, at the pull down menu, the individual or 'Everyone'
      3. Make the customer the “Presenter” - Right click on customer name (Joe Doe)
      4. Navigate your cursor over “Change role to”
      5. Click on “Presenter”

This action will than pop up a message stating

 Passing presenter privileges to Joe Doe

This will now change the customer's (Joe Doe’s) screen to be the Presenter screen.

From customers WebEex session view

1. 1. 1. The chat dialog was started and requested the customer to click on Share Screen
      2. The customer has to make sure to select the correct “Sent to”. I would suggest to always have 'Everyone' selected, this way no information will be lost to other participants.
      3. Customer clicks on Share Screen. If customer has multiple Monitors connected to his PC/Laptop he will have to choose which screen he wants to share.

Once customer clicks on Shared Screen you will automatically see his screen on your monitor.

This is now the view from your (Hosts) monitor screen.

At the top right of the view you can now click on the expand arrow to get to the full screen mode and you will see customer full screen

You have now two indications that you are seeing customer's (Joe Doe's) screen

1. 1. 1. Top left on the top bar it reflects the customer's name (Joe Doe’s screen)
      2. At top center of your screen you will see a green pull down tab that , when you navigate your cursor over it, automatically pulls down and provides further options. Try these options/functions.

 Now you can see everything that customer is doing on his screen.

Take control of customers screen/client

The challenge now is to get control of customer's client.

I would recommend asking the customer for permission to control his client over chat prior to taking control.

Q: Why would we not want to get control of customer's client immediately?

A: There may be requirements to connect to a subsystem with other privileges than customer has available, like root user, or eng user, or remote user. Always ask before taking control in case the customer needs to pass you through his internal security or change his current userid.

Getting Control of customer client:

1. 1. 1. Move mouse over to center (green tab) click on the little triangle far right within the pull down
      2. Click on “Ask to Control”

A little window will pop up

Click on Request to finalize the request for control to the customer.

You’ll see

Click on close

At customer's Monitor screen, the customer will have to Approve the request that you just made.

Once customer has approved this request, he will get a short message on his screen notifying him that he has just passed control to you. In order to get back control the customer can click anywhere in his screen.

On your screen, you will get a pop up message showing..

Click on “Take Control”

You see now the customer screen and control customer's client

              At the end of the Webex session a window will pop up like this.  

                Once the session terminates you will have the option to save the session text.

             There are many features within this application and dependent on whether you are the presenter or the viewer,the features will vary.

             Practice with your peers to familiarise yourself with this application.

             One last word of advice, I do not recommend to make the customer the HOST (which could be done by you).

Follow the guide in attached document.

WEBEX_QUICK_GUIDE
How to setup a WebEx session with customer.pdf

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