Remote Desktop Support

What is WebEx™?

WebEx™ is a tool that allows CHAMP support staff to connect to an end-user's computer over the Internet. With the permission of the end-user, support staff can view and control their CHAMP application and desktop in order to diagnose and resolve support problems.

Support staff can also personally train end-users in how to accomplish a task in CHAMP, transfer files, receive files, and perform any task as if they were physically seated at the end-user's computer.

Why use WebEx™?

Internet-based:
Everything works over the Internet through web browsers, so there is no new software to learn, nothing to install (a small plug-in is downloaded the first time), and no additional firewall configuration for IT administrators (usually uses port 443).

Secure:
WebEx™ is HIPAA-compliant. For technical information about WebEx security please read the WebEx Security White Paper. Additionally, all data sent over the Internet is encrypted using 128-bit SSL.

Shorter Time to Resolution:
Geographical limitations no longer exist when issues arise--support personnel can quickly diagnose your problem by actually viewing it. That means less time spent for all involved, including the agency.

How does it work?

1. An end-user emails CHAMP with a bug or question.
2. CHAMP support personnel reply with a link to a WebEx™ support session.
3. The user clicks the link, downloads the plug-in, and enters into a real-time support session. Support usually telephones the user to talk through the session.
4. Support requests control of the CHAMP application on the user's computer. The user sees a box pop up, asking if he/she would like to allow access to her CHAMP application. He/She clicks yes.
5. Support can now reproduce the bug on the user's computer, gaining important information needed to fix the problem.
6. If possible, the problem is fixed on the spot. If not, support has enough information to create a good fix.
7. The session is ended and support no longer has access to the user's computer.

More information?

Visit WebEx™'s Remote Technical Support site at http://www.webex.com/services_supportcenter2.html

Support
Overview
FAQ
WebEx
Install
Downloads