Remote Support for RingCentral Meetings

What is Remote Support?

Enabling Remote Support account-wide

Go to

Meetings

 

>

 

Meetings Settings

on the Admin Portal.

Scroll down to

In Meeting (Advanced)

and enable 

Remote support

.

Enabling Remote Support in your own Extension Settings

Go to

Settings > Meetings

.

Scroll down to

In Meeting (Advanced)

and enable 

Remote support

.

You can only select
either
Breakout Rooms or Remote Support at a time for a meeting. 
Hosts may not be able to request
Participants using the RingCentral Mobile App
 for remote control.

How it works for Hosts and Participants

Hosts can
request control
from one Participant at a time only.
Hosts can control the desktop of a Participant. Hosts can only control the selected application of a Participant.
Hosts can request for
Computer Restart
. - This is ideal for support agents who are trying to resolve a computer issue of a customer.

Desktop Control
or 
Application Control
-
Participants can click
Grant Permission
or
Deny
.
Computer Restart
-
Participants can click
Restart Computer
 or
Deny
. After restarting, you will automatically rejoin the meeting.

Using remote support session

On Your Mac

Click

Support

 in your meeting controls, then select one of the following options:

Desktop control:

Select

Request Desktop Control

to prompt the remote user to share their desktop. After the request is made, the remote end will see the following:



Once the desktop is selected, the host will have remote control of the desktop.

If the participant is using multiple screens, you can select which screen you want to control.



Application control: Select Request Application Control to prompt the remote user to share a specific application. After the request is made, the remote end will see the following:



They will be prompted to choose which application to share.



Computer restart: Select Request Computer Restart to prompt the remote user to restart their computer. Once restarted, they will rejoin the RingCentral meeting.

On Your Windows

If the user on the other end is using Windows, instruct them to Enable the remote control of all applications in their RingCentral Meetings Desktop Client settings.
During a remote support session, the user that requested control can enter admin credentials in UAC (User Access Control) windows if prompted.

Click Support  in your meeting controls, then select one of the following options:

Desktop control: Select

Request Desktop Control

to prompt the remote user to share their desktop. After the request is made, the remote end will see the following:



They may need to accept an additional administrator prompt allowing them access to make changes.



Once the desktop is selected, the host will have remote control of the desktop.

If the participant is using multiple screens, you can select which screen you want to control.



Application control: Select Request Application Control to prompt the remote user to share a specific application. After the request is made, the remote end will see the following:



They will be prompted to choose which application to share.

Computer restart: Select Request Computer Restart to prompt the remote user to restart their computer. Once restarted, they will rejoin the RingCentral meeting.

Known issue with Remote Support