You know that situation when you take over a client with a technical issue, start a remote desktop session with great confidence to fix it in minutes and then suddenly realize you have no idea of the matter? That. Naturally, the client would be in much better hands with your colleague technician. In response to such incidents, ISL Online has issued new functionality that made it a snap to transfer active ISL Light remote desktop sessions from one supporter to another. To transfer a session, you just need to open Tools in the ISL View window – one that delivers the client’s desktop – find Session Transfer and Send a link via email to the appropriate supporter. The fact that you can invite another person to participate in your remote support session doesn’t mean that both supporters can stay in the same session though. In fact, ISL Light remains a one-on-one remote support tool. Nevertheless, it does allow transferring sessions back and forth, pausing and resuming them. Anyway, I have prepared a mini guide with print screens to get you started.
1. Before we start, let me just remind you that when you start a remote desktop sharing session with a client, the session gets listed in your Web account.
2. Now, seriously, do you see the window where the remote client’s desktop is streaming? That’s the ISL View window and that’s where you will find the Session Transfer options. If you open Tools in the ISL View window, the Session Transfer is the last of the options. It offers to either Send, Copy, Block or Pause the active session. ‘Send’ an invitation to another technician via email, or ‘Copy’ the link, for instance, to your chat in an instant messenger (ISL Pronto).
Alternatively, if you haven’t started desktop sharing yet, you can also right click on the tools button in the ISL Light Desk application and transfer a session from there.
3. Send the email to another operator, who must be logged in the ISL Online services in order to take over the session.
4. Although the session has been transferred to another operator, you can still see and resume it in the Web account.
5. Now, let’s see what’s behind ‘Session Transfer’ / ‘Pause’. When you choose ‘Pause’ the session closes on your side and stays active on the client’s side. However, the paused session is still listed in your Web account, where you can resume it, for instance, on another computer by clicking its session number, or ‘Transfer’ it to another technician.
That’s it! If you have more questions about the Session Transfer, let me know in the comments.