There are instances where our Deskphone support agents will need to remotely access your Deskphone or network by remotely controlling your computer. This allows us to make setting changes directly on your handset to customise it for you. We use TeamViewer (https://www.teamviewer.com) to securely remote control your computer and this guide will show you how to install TeamViewer and grant access to a Deskphone engineer.
1. Install TeamViewer
Firstly, if it's not already installed on your device you will need to install TeamViewer. Head over to the following link https://www.teamviewer.com/en/download/ and select your operating system for the correct download.
Tip: The website usually automatically detects the correct download for your device.
Once downloaded please run the application which will take you through the initial install. Once installed start the application.
2. Your TeamViewer User ID and Password
Once TeamViewer is running you will need to provide your Deskphone support engineer with your TeamViewer user ID and Password. These can be located on the main screen (see below). Your user ID will usually stay the same however your password will by default change every time you close and open the app to prevent unauthorised access. Please make sure you provide the most recent credentials.
3. Your Phones IP Address
Our engineer will also need the IP address of your phone to access it. This is a unique address for your phone that allows us to access your phones web interface through a browser. Different phones have different methods to access this information which your support engineer will be able to help you with. For a Yealink phone you simply press the OK or Tick button in the centre of the directional keypad on the front of the phone. It is usually in the format of 192.168.xx.xx but again can be slightly different. If you are unsure please ask support.
4. Arrange a remote support session
Send your TeamViewer ID, TeamViewer password and your phones IP address to your Deskphone support engineer and arrange a time for them to log in and make the necessary changes.
We have also put together a quick check guide for remote access in another support article here