This menu consists of two options:
Online Help option is where a user accesses help content for Business Banking Commercial Customer Platform.
Live Help option, if Live-Help enabled, is where a user calls the Financial Institution's Customer Service and both the user and the Customer Service agent can see the user's screen.
Note: If your Financial Institution has not contracted for this option, Live Help will not be displayed on the Help Menu.
Live Help
When the end user clicks on the Live Help option, the Session Initiation window is displayed.
The following information is displayed on the Session Initiation window:
Financial Institution's customer service phone number
Financial Institution's customer service hours of operation
The user calls the Financial Institution's customer service phone number.
The customer service agent provides the user with the session ID.
The user enters the session ID and clicks on 'Join' button.
When the user and the agent's sessions are synchronized, the screen displayed will be the last screen the user was viewing prior to clicking on Live Help option.
The customer service agent is limited to Pointer function only. This means the agent cannot click on any buttons or navigate to another screen.