Voice calls

Request and connect a call

1. In Viewer, select Request voice call.
2. If the customer enabled Require customer consent for voice calls in Client, they receive an accept-or-decline request. The call connects after acceptance. If consent is not required, the call is prepared without a separate acceptance dialog.
3. Allow microphone access on both computers when requested, and check that the required microphones and speakers are connected.
4. Start speaking when the button or status changes to Voice call in progress or In call.

If the customer declines or does not respond within about 30 seconds, the call does not start and the request is canceled. Send a new request to try again.

Mute the microphone or end the call

1. Select Microphone off to temporarily stop sending your voice. Select Microphone on to speak again.
2. The support specialist can select Voice call in progress and confirm stopping the call.
3. The customer can select In call on the translucent status bar and confirm stopping it.

Ending only the voice call leaves screen support connected. If the support connection is interrupted, the call ends too. Request a new call after reconnection if needed.