Using Connect Pro to Provide Rich Helpdesk Support, Part 2

In Part 1 of this series, we looked at how to automatically log someone into a Connect Pro meeting and by-passing the login screen. This simplifies the IT helpdesk workflow by bringing the customer requesting help immediately in the Connect Pro meeting room.

We will now take a look at the next logical step in the process: how the helpdesk agent can guide the customer to share his or her screen.


By mousing over the meeting participant name, a hover menu appears with an option to Request Screen Share. By clicking on the option, the meeting participant will be prompted to share his screen.

For security and confidentiality reasons, the meeting participant has to accept the screen sharing request as shown in the following dialog box.

Then the meeting participant will need to agree to the start of the screen share session.

Once the screen sharing session is over the service agent can revoke the screen sharing right by pressing the same button used to grant screen sharing rights.

Quick Tip
If the participant does not have the meeting add-in he will be prompted to install the add-in. the add-in will install in seconds and the meeting window will re-open in the add-in. However, the service agent will have to revoke the screen sharing rights and re-grant them by clicking on the screen sharing request button to resume the process described above. Alternatively the participant can initiate the screen sharing by clicking on the My Computer Screen button.

Privacy Considerations
Some organizations might want to ensure that customers can not screen share their entire desktop for privacy and confidentiality reason. To do so, Connect Pro provides many options in Administration > Compliance and Control > Share settings. Only Connect Pro administrators have access to this screen and the settings are account / system wide.

• Disable desktop sharing will remove the option to share the entire desktop.
• Disable application sharing will remove the option to share all the windows of an entire application.