Summary

CBS Support can use remote support to remotely connect to a site's 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

CBS Support: Generate Bomgar session key  

• 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. 

Open

Customer: Connect to remote support  

• Swipe right to Cashier Menu.

• Tap Edit Settings (requires user permission) to access Site Manager.

Open

• In Site Manager tap the Action icon 

   on the bottom left to launch the sub-menu. 

• Tap Remote Support.

• Verify remote support credentials
  Company ID: connectcbs
  Site Address: bomgar.cbsassist.com
  Port: 443

• Enter session key provided by CBS Support.

• Tap Start Remote Support.

• Connection to remote iPad will display. The CBS Support representative can view the customer's screen and watch the actions of the user in real time. 

  • Note: This is remote viewing only. The Support representative cannot operate the customer's iPad. 

Customer: End Remote Support Connection 

• 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

CBS Support: End Remote Support Session  

• Click red X on Bomgar tab.

• Click End Session to disconnect.

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