Use Extended Availability to Stay Accessible when Not Logged In

Extended Availability Support Menu Toggle

With extended availability, privileged representatives can receive email invitations to share sessions, even if they are not logged into the representative console. When sending an invitation, you may invite fellow team members; if permitted, you may also invite representatives from teams or Embassies to which you do not belong. The ability to share sessions with representatives outside of your teams as well as to receive session invitations when logged out of the representative console extends your availability as a support representative.

If your account is configured for extended availability, you can enable or disable the functionality from the Support menu of the representative console.

 

Extended Availability Alert Dialog

If you have extended availability enabled, you will see a notification when you log into the representative console. From this dialog, you can easily disable extended availability to avoid distraction while logged in and supporting customers, for example.

 

Email Notification & Invitation

Extended Availability Email Notification

Each time you enable extended availability mode, the appliance will notify you via the email address configured for your user account, in the language you have specified, if available.

Note: Bomgar does not pull email addresses from external LDAP directory stores. The email address must be configured in Bomgar in one of two ways:

  1. An administrator can add an email address to a user account by going to /login > Users & Security > User Accounts and editing the account.
  2. The user can set his or her own email address by going to the /login > My Account page.

The notification includes the URL of the support site as well as a link to quickly disable extended availability mode.

 

Extended Availability Email Invitation

The appliance also sends an email notification when you are invited to a session. This allows you to join a session even if you are not currently logged into the representative console. The email notification includes links to accept or decline the invitation, as well as to decline the invitation while disabling extended availability mode.