Summary

Using remote support from the site's iPad, CBS Support can remotely connect to the iPad via Bomgar. This allows support technicians to view the customer's screen and watch the actions of the user in real time to help them resolve issues.

Support will generate a session key in Bomgar and provide it to the site customer to enable remote support.

System requirements

Generate Bomgar session key - CBS Support 

• Open Bomgar Support Representative Console.
• Click Support.
• Click Generate Session Key. Bomgar will display the session key in a pop-up window. 
• Note the session key accurately. (The session key expires after the time specified on the page.) This session key will be provided to the customer. 

Connect to remote support - Customer 

• Swipe right to Cashier Menu.
• Tap Edit Settings (User permission access only) to access Site Manager.

• In Site Manager tap the  icon on the bottom-left. 
• Tap Remote Support.

Verify Remote Support Credentials

Company ID: connectcbs

Site Address: bomgar.cbsassist.com

Port: 443

• Support member provides saved session key to end user. (Example: 739 1764)
• Enter key into Session Key section.
• Tap Start Remote Support.

Bomgar Support - Support Representative

• Connection to remote iPad will display.

• Completed.

End Connection for Remote Support Screen Share

Application - End User

• Swipe right to Cashier Menu
• Tap Edit Settings

• In Site Manager, tap the Action icon  on the bottom left. 
• Tap Remote Support.

• Tap End Remote Support

Bomgar Support - Support Representative

• Click red X on Bomgar tab.
• Click End Session to disconnect.

• Completed.