Getting on a call with the SureAdhere Support team

Video calls can be a helpful way to share information related to Support issues. When responding to Help Desk tickets, a Support analyst may schedule a video call using google meet to gather further information reported in the Support Ticket. When attending a SureAdhere Help Desk video call there are several features one should be aware of to help share information between users and support analysts. Support will walk you through how to use these features, and we are providing the following guide for your reference

Features you will need to know for the video call

Microphone

To use your microphone in Google Meet, you can try these steps:

1. Locate the microphone icon at the bottom of the meeting window.

2. If there's a red line through the icon, your microphone is muted. Click the microphone to unmute yourself.

3. To change your microphone, click the drop-down arrow next to the microphone icon. A pop-up will appear with your audio devices. Select the correct microphone. If the mic bar moves, your microphone is working.

Open

Camera

To use the camera in Google Meet, you need to first allow Google Meet to access your camera. When logged into a meeting, you can allow Google Meet to access your camera by clicking the Camera icon in the address bar and selecting Always allow.

Turning the Camera on and off.

1. Clicking the Camera icon in the address bar will toggle the camera on and off.

2. When the Camera icon is red and has a slash through it the camera is turned off.

Open

Using the Chat Feature

• On a Computer:

  • Click the chat icon (speech bubble) on the right bottom side of the screen.

  • Type your message in the text box at the bottom.

  • Press "Enter" to send the message.

Sharing Your Screen

• On a Computer:

  • Click the button (Present Now) at the bottom of your screen.

  • Choose what you want to share: your entire screen, a specific window, or a Chrome tab.

  • Select "Entire Screen." Note: sharing you screen will share what you have opened on your PC. If you do not want to share certain documents, please confirm they are closed and cannot be viewed, prior to sharing your screen.

  • Click "Share" to start sharing.

  • To stop sharing, click "Stop sharing" at the bottom of the screen.

Recording the Meeting

• Video calls can be recorded, but are not recorded by default. If it is decided to record the call the SureAdhere Support Analyst will announce that the call is being recorded prior to hitting record to get permission from the attendees. A message will also appear on the screen indicating the call is being recorded. We do not typically record calls.