Launching and Closing a Support Session

You need to have the appropriate privileges to launch or close a support session.

Depending on your Simphony configuration, you can launch and close a support session from either the Property Management Console (PMC) or using function keys in POS operations.

Typically when launching and closing a remote support session, you are speaking on the phone with an Oracle Customer Support agent. The Oracle Customer Support agent can perform support tasks without disturbing your POS operations.

1. To launch a support session from the PMC:
   1. Click the Launch PMC function key.
   2. Click the Support tab, and then click Launch Support Session. The Support Session ID appears in a small dialog.
   3. Communicate the support session ID to the Oracle Customer Support agent, and then click OK.

      An active support session is visually indicated by a green banner near the top of the screen and a green rectangle surrounding the screen. An Active status indicates that the session has started, but not yet connected.

      After the Oracle Customer Support agent enters the Support Session ID in the Connection Manager software on their computer, the connection is successfully established. The green banner changes to Support Agent Connected status. The Oracle Customer Support agent can now perform the required tasks.

2. To close a support session from the PMC Support tab, click Close Support Session.

   Either you or the Oracle Customer Support agent can close the support session.

3. To launch a support session using a function key in POS operations:
   1. Go to the page that has the function key and click Launch Support Session. The Support Session ID appears in a small dialog.
   2. Communicate the support session ID to the Oracle Customer Support agent, and then click OK.

      An active support session is visually indicated by a green banner near the top of the screen and a green rectangle surrounding the screen. An Active status indicates that the session has started, but not yet connected.

      After the Oracle Customer Support agent enters the Support Session ID in the Connection Manager software on their computer, the connection is successfully established. The green banner changes to Support Agent Connected status. The Oracle Customer Support agent can now perform the required tasks.

4. To close a support session using a function key in POS operations, click Close Support Session.

   Either you or the Oracle Customer Support agent can close the support session.