Logmein rescue license agreement
Follow this procedure to connect to a customer using a PIN code.
Technician Starts the Session
Before you begin:
- The agent's Technician Group must have permission to start Rescue Lens sessions.
- The agent's Technician Group must have permission to start Private Sessions.
- The agent's Technician Group must have permission to use the PIN code connection method.
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- Log in to the Technician Console.
- On the Session toolbar, click New Session. Result:The Create New Session window is displayed.
- Select Rescue Lens as session type.
- Type the customer's name or identifier in the Name field. Result: This name is shown on the Active Session tab and Session List.
- Select the PIN Code tab.
- Click Create PIN Code. Result: A 6-digit PIN code is generated and displayed in the Create New Session window and in the Session Log.
What to do next:
Restriction: A technician can handle only one active Lens session at a time.
Customer Launches the LogMeIn Rescue Lens App
Once you have a PIN, make sure the customer has the app. They will enter the PIN in the app.
- Ask the customer to launch the Rescue Lens app, available on Google Play or the App Store.
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The customer may see a tutorial. They can tap Skip or OK.
Technician Supports the Customer
The session appears in the Technician Console once the customer has launched the LogMeIn Rescue Lens app, entered a valid PIN, and accepted the End-User License Agreement.
Pick up the session by selecting it in the Session list and clicking Start.
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Result:
The Rescue Lens support session starts; a live video feed is streamed from the camera of the customer's device to the technician. Lens audio enables the customer and technician to communicate via a VoIP connection.