LogMeIn Rescue

New Features
Display Estimated Waiting Time ................................................................................................................... 2
Requirements ................................................................................................................................................................................. 2
Administration Center Settings................................................................................................................................................ 2
How it Works................................................................................................................................................................................... 2
Customizable Technician Survey .................................................................................................................. 3
Administration Center Settings................................................................................................................................................ 3
How to View Survey Results ...................................................................................................................................................... 3
How it Works................................................................................................................................................................................... 4
Inline Editing of Custom Fields...................................................................................................................... 5
Administration Center Settings................................................................................................................................................ 5
Technician Console Settings ..................................................................................................................................................... 5
How it Works................................................................................................................................................................................... 5
Customizable Link to External Content ........................................................................................................ 6
Administration Center Settings................................................................................................................................................ 6
How it Works................................................................................................................................................................................... 6
Screen Capture During Remote Control ....................................................................................................... 7
Requirements and Settings ....................................................................................................................................................... 7
How it Works................................................................................................................................................................................... 7
Working Hours Scheduling ............................................................................................................................ 8
Administration Center Settings................................................................................................................................................ 8
Enable/Disable Chat ....................................................................................................................................... 9
Requirements ................................................................................................................................................................................. 9
Administration Center Settings................................................................................................................................................ 9
How it Works................................................................................................................................................................................... 9
Rescue+Mobile Enhancements ...................................................................................................................11
Device Configuration Enhancements ..................................................................................................................................11
Generic Mobile Device Simulation........................................................................................................................................11
New Simulated Devices.............................................................................................................................................................11
Technician Collaboration on Windows Mobile.................................................................................................................11
Branding for Windows Mobile Sessions ..............................................................................................................................11
Other Enhancements....................................................................................................................................12
Unique Clipboard Per Session ................................................................................................................................................12
Simplified Applet Download...................................................................................................................................................12
New Address for PIN Code Entry............................................................................................................................................12
New Automatic Log Out Rules ...............................................................................................................................................13

©2003-2009 LogMeIn Inc. All rights reserved http://www.LogMeIn.com 1

Display Estimated Waiting Time
Show your customers the amount of time they can expect to wait before a technician will be able to
activate their session.

Requirements
Estimated Waiting Time can be shown for all sessions, both Private and Channel (Applet, Calling Card,
Instant Chat).
This feature is not available when the customer is using a Mac.

Administration Center Settings

An administrator activates this feature at the Technician Group or Channel level.
1 Select a Technician Group or Channel.
2 Go to the Settings tab > Customer Applet section.
3 Select the Display estimated waiting time check box.
4 Save your changes.

How it Works
Rescue calculates an estimated waiting time based on the
average pick-up time for a specific technician (for Private
Sessions) or the aggregate average pick-up time for available
technicians (for Channel Sessions).
The time is displayed in the Applet, Calling Card, or Instant
Chat panel.

©2003-2009 LogMeIn Inc. All rights reserved http://www.LogMeIn.com 2

Customizable Technician Survey
Administrators can customize the survey completed by technicians at the end of a session. This is not to be
confused with the Customer Survey, which is completed by the customer.

Administration Center Settings

An administrator activates this feature at the Technician Group level.
1 Select a Technician Group.
2 Go to the Settings tab > Technician Survey section.
3 Select the Use Survey check box to activate the survey.
Note: In previous releases, this feature was known as “Session Evaluation” and was activated on the
Organization tab.
4 Add questions:
a Click the Edit button next to a question.
b Type your question in the Type your question here box.
c Choose the question type:
i Open answer
ii Drop-down
d Select mandatory to force technicians to complete the question.
e Select enable to activate the question.
f Click Apply.
g Add more questions as required.
h Save and activate the form:
i Click Save Changes to activate the form for the current Technician Group.
ii Click Save settings to all groups to apply the same survey to all Technician Groups.

How to View Survey Results

To view session evaluation results, go to the Administration Center > Reports tab and generate a
Technician Survey report.

©2003-2009 LogMeIn Inc. All rights reserved http://www.LogMeIn.com 3

How it Works

Sample Administration Center settings

Survey as seen in the Technician Console

©2003-2009 LogMeIn Inc. All rights reserved http://www.LogMeIn.com 4

Inline Editing of Custom Fields
Technicians can be given the ability to edit Custom Fields for Active sessions directly from the Session List
(the “queue”).

Administration Center Settings

An administrator activates this feature at the Technician Group or Channel level.
1. Select a Technician Group or Channel.
2. Go to the Settings tab > Technician Console section.
3. Select the Inline Editing of Queue check box.
4. Save your changes.

Technician Console Settings

Technicians with permission to use the Inline Editing of Queue feature can turn the feature on and off using
the Options > Inline Editing of Queue menu item.

How it Works
1. For any Active session, hold your mouse over any field.
Any field that turns yellow can be edited.

2. Click the field.

The field becomes editable.
Tip: The entire field must be visible. Scroll to show the entire
field before trying to make changes.
3. Edit the field.

4. Exit the field.

The new value is shown.
Note: When you change the Name
field, the Chat Panel title and Session
tab title will change.

©2003-2009 LogMeIn Inc. All rights reserved http://www.LogMeIn.com 5

Customizable Link to External Content
Administrators can add a link to any source of information that may help technicians do their job, such as a
Knowledge Base, documentation, or other valuable support material.

Administration Center Settings

An administrator activates this feature at the Technician Group level.
1 Select a Technician Group.
2 Go to the Settings tab > Technician Console section.
3 Under External Content Portal, select the Show link in Tech Console menu check box.

4 In the Link name field, type the text you want technicians to see in the Technician Console.
5 In the Link opens new window at field, enter the name of the site or document that you want your
technicians to open.
6 Save your changes.

How it Works
Technicians will see a link added to the menu in the
upper left of the Technician Console interface. They will
click the link to open the URL defined in the
Administration Center.

©2003-2009 LogMeIn Inc. All rights reserved http://www.LogMeIn.com 6

Screen Capture During Remote Control
Technicians can now make screen shots of a customer’s desktop during remote control.

Requirements and Settings

None. The screen capture feature is available as a standard remote control feature.

How it Works
To create a screen capture of the
customer’s desktop, simply click the
screen capture icon on the Remote
Control toolbar.

You will be prompted to name the

file, select a file type (bmp, jpg, png),
and select the save location.

You can only capture the entire customer display. You cannot select a specific area to capture.

©2003-2009 LogMeIn Inc. All rights reserved http://www.LogMeIn.com 7

Working Hours Scheduling
Administrators can define working/non-working hours and set Technician Console behavior when “No
Technician Available” conditions are met.

Administration Center Settings

Choose your working hours
and working days.

Tell Rescue what to do

during working hours when
no technician is available.

Tell Rescue what to do

outside of working hours.

Note: Working Hours settings have no impact on a technician’s ability to log in to Rescue. For example, if
you have Saturday and Sunday set as non-working days, there is no technical restriction
preventing a technician from logging in on a Saturday or Sunday.

©2003-2009 LogMeIn Inc. All rights reserved http://www.LogMeIn.com 8

Enable/Disable Chat
Technicians can enable and disable Chat during an active session.

Requirements
This feature is not available during Instant Chat or Rescue+Mobile sessions, or when the customer is using a
Mac.

Administration Center Settings

An administrator sets a Technician Group’s permission to use Enable/Disable Chat on the Organization tab
in the Administration Center (AC).

Chat is enabled and cannot be disabled.

At session start, Chat is enabled.

The technician can disable (and re-enable) Chat during the
session.

At session start, Chat is disabled (no Chat panel is visible).

The technician can enable Chat during the session.

How it Works
When Enable/Disable Chat is allowed, a new button appears on the session toolbar.

Chat is enabled for both

technician and customer.

©2003-2009 LogMeIn Inc. All rights reserved http://www.LogMeIn.com 9

Chat is disabled (no Chat
panel is visible).

©2003-2009 LogMeIn Inc. All rights reserved http://www.LogMeIn.com 10

Rescue+Mobile Enhancements
Device Configuration Enhancements
When supporting a Windows Mobile or Symbian device, the Technician Console Device Configuration tab
will now feature a standard set of configuration options for all devices and operating systems. This
facilitates the configuration of email and sync settings by eliminating complexity associated with device
and mobile OS level differences.

Generic Mobile Device Simulation

When the customer is using a device that is supported
but not specifically simulated, the technician will see the
generic simulation.

New Simulated Devices

View an up-to-date list of simulated devices

Technician Collaboration on Windows Mobile

The Technician Collaboration feature is now fully functional during sessions with a Windows Mobile device.
For details on Technician Collaboration, see the “Collaborating with Other Technicians” section of the
Technician Console User Guide.

Branding for Windows Mobile Sessions

Windows Mobile devices will use the Custom Logo assigned on the Resources tab in the Administration
Center.

©2003-2009 LogMeIn Inc. All rights reserved http://www.LogMeIn.com 11

Other Enhancements
Unique Clipboard Per Session
Clipboard content can now be maintained separately for each session.
An administrator activates this feature at the Technician Group level.

1 Select a Technician Group.

2 Go to the Settings tab > Technician Console section.
Choose Use universal clipboard across all sessions to allow a technician to copy and paste items to
and from multiple sessions.
Choose Use one unique clipboard for each session to ensure that material copied during any given
session can be pasted to the technician’s computer, but never to another session.
3 Save your changes.

Simplified Applet Download

When the following requirements are met, customers will be able to download and run the Rescue Applet
with a single click.
• The Display Customer Applet download webpage box must be selected (Administration Center >
Settings > Customer Applet > Running Mode)
• The customer’s computer must be running .Net 2.0 or above
Note: This feature will not impact Use ActiveX Customer Applet functionality (see the “Customer
Applet settings” section of the Administration Center User Guide for more information).
This feature is not available when the customer is using a Mac.

New Address for PIN Code Entry

Your customers can type support.me in their browser to reach the PIN Code Entry screen
(https://secure.logmeinrescue.com/Customer/Code.aspx).

©2003-2009 LogMeIn Inc. All rights reserved http://www.LogMeIn.com 12

New Automatic Log Out Rules
The time measurement used to determine when a technician will be automatically logged out of Rescue has
changed.
The impacted option is Technician automatically logs out after x minutes of inactivity on the Settings
tab in the Administration Center.
Inactivity is now measured only for the browser in which the Technician Console is running. Actions taken
on the system in general will not restart the inactivity timer.

©2003-2009 LogMeIn Inc. All rights reserved http://www.LogMeIn.com 13