How a Support Session Looks on a BlackBerry®
Once connected to a remote BlackBerry® Smartphone, support representatives can chat with customers, view and/or control the Smartphone, transfer files, and see the BlackBerry® Smartphone’s system information.
If automatic logging of system information is enabled, the BlackBerry information is logged and accessible for integration and archive purposes, extending data reporting and audit capabilities. Enable the set the logging parameters from /login > Configuration > Options in the Support Session Logging Options section.
The representative console session window displays an image for interacting with the BlackBerry® Smartphone. Representatives can use the mouse to manipulate the trackball or type on the BlackBerry® Smartphone via the keyboard.