Service Partner Access (SPA)

Transcription

1 Service Partner Access (SPA) for global Remote Service Platform (RSP) Document for Sales- and Servicedelivery-Partners Version 1.01,

2 Version History Version Date Revisor Comment U. Weigold initialized version of document U. Weigold changes version of document C. Oettel changes for Terminal Server Farm J. Stamminger change Unify GmbH to Unify Software and Solutions GmbH U. Weigold changes for Load Balancer and TS-GW Cluster U. Weigold released Version V U. Weigold released Version 1.01 (changes in Password change and Password reset ) 2

3 Contents 1. Introduction Requirements Using the Service Partner Access Preparations Features of the specific RDP Sessions Connect to RSP Farm File transfer from RSP to your local machine and vice versa Finish working Some useful information Idle-session, Re-authentication Active-sessions, automatic logout Support Info and Hotline contact Self-service Online Self-service Password-Reset Password-Change Hotline Contact

4 Important security information You are not allowed to forward this information or your login-data to any other person inside or outside your company 1. Introduction Microsoft-based Terminalservice-Gateway will be used for connecting the Unify Remote Service Platform from Internet. This way can only be used for Unify certified Sales- and Servicedelivery- Partners. Unify-internal Users of the global Remote Service Platform have to use the known ways which are given from central IT Department. For this RSP-Partner-Solution, you will only need the Username and Password of domain RSP, login to the Terminal Service Gateway AND to the Terminalserver will be done as Single Sign On with the same credentials Requirements Workstation (preferred with Windows Operating System) connection to internet over port 443 TCP (SSL) installed Microsoft Remote Desktop Client (mstsc.exe) mstsc.exe is part of every standard Microsoft-based Operating System The actual Microsoft Remote Desktop Client can also be found here (complete-version or Update): Client update for Remotedesktop 7.0 (RDS) for Windows XP SP3, Windows Vista SP1 and Windows Vista Remote Desktop Protocol (RDP) 8.0-Update for Windows 7 and Windows Server 2008 R2 Remote Desktop App for Windows

5 2. Using the Service Partner Access 2.1. Preparations Go to the Info website by choosing the link, or start directly in the Web browser: If you have an existing RSP-User with known password, meaning Initialization-password has been already changed, you can use this credentials. If you have a new User account with new initialized password or if you have done a Password-Reset, please see first: Chapter 5.2 Password Reset You can login with your RSP user credentials. Note: If you can t read the captcha click on the captcha by mouse and you get a new one! 5

6 You can find the necessary Remote Desktop Connection-Files (RSP1/2 farm) on tab Infos & Downloads. Please copy these file to your local PC (for example to the Desktop) and extract it by double clicking the self-extracting zip File. You can find the information about the active Site in the Home tab (like shown here for RSP1 farm): In case of active Site is RSP1 use the RSP1 -Connection-Files In case of active Site is RSP2 use the RSP2-Connection-Files 6

7 2.2. Features of the specific RDP Sessions You can find the RDP Connection files in the unzipped folder RSP. The WTS Sessions have the following properties: Use for Equipment Explorer, SSDP,. Farm of Windows Server 2008R2 with IE8 Firefox (e.g. for OpenOfficeME, OSBiz and Applications) Java 1.6x (for SIRA + SSDP)!! NOT for Systems which needs IE6 and/or Java 1.3x!!!! NOT for PCAnywhere in combination with V24 Modem-Emulation!! 7

8 2.3. Connect to RSP Farm Please choose a Terminal server session and start the connection by double click. Choose Don t ask me again and Connect Fill in Domain rsp\, your RSP-User credentials, like shown in the Screenshot and Click OK. Please do NOT choose Remember my credentials because of the security guidelines! 8

9 At the first time you connect to a Terminal server, the following Security-Window will be shown. Please use Don t ask me again and press Yes The connection to one of the servers of the Terminal farm will be established. Note: The first connection to each WTS server can be delayed, because your User profile must be created on the Terminal server at first login. Finally you are connected to the global Remote Service Platform and you can work with the tools. 9

10 2.4. File transfer from RSP to your local machine and vice versa There is a feature for file exchange for Partners between your Windows7/8 Client and 2008 RSPWTS (RSPWTS farm): You can exchange files between your Windows 7/8 Client PC and a RSPWTS Windows Server 2008 just by using copy/paste on your Client-PC. Microsoft supports Files to 2GB with this solution. You can use as data storage your assigned Partner-T:\ share on WTS (no quotas) and also your desktop mydocuments on WTS (quotas!) 3. Finish working Always Logoff from Terminal server! Use Log off WTS Button on the desktop or the Windows feature START -> Log off 10

11 4. Some useful information 4.1. Idle-session, Re-authentication Idle-sessions (inactive) will be disconnected after 480 minutes (8 hours). Disconnected sessions (network failure, closing with x etc.) will end after 15min. Old session will be picked up if you connecting the same WTS System within 15 minutes Active-sessions, automatic logout After 25 hours, there will be an automatic timeout / disconnect on all active sessions. Old session will be picked up if you connecting the same WTS System within 15 minutes. 11

12 5. Support Info and Hotline contact 5.1. Self-service If you have problems working with ServicePartnerAccess, please check the following: is your local machine connected to the Internet? is your actual Remote Desktop Connection installed on the client and is it working? o Check: START RUN - mstsc.exe<enter> 5.2. Online Self-service You will find more information and a password-reset-service for your RSP accounts here: Start an Internet Browser session (Microsoft IE is described in this documentation below) and connect to: Password-Reset If a password-reset is needed, this can be done on our Website: Choose Password Password reset 12

13 choose domain rsp and type in <yourrspaccountname> fill Captcha and login Your login data will be shown, please check and choose Password reset You will get a initial-password via Mail. This initial-password must be changed with the described Password-change process (5.4). 13

14 5.4. Password-change To change your actual RSP-password, to change a Initial-Password after a new RSP-Account is created or to change a initial-password after a password-reset this can be done on our Website: Choose Password Password change choose domain rsp and type in <yourrspaccountname> fill in the given new password / existing password (must been changed periodically) fill Captcha and login 14

15 Your login data will be shown, please fill your old password and the new password like shown in Screenshot. Re-type the new password. by choosing the Eye, your password can be checked press Send The Password will be changed. Password-Rules: Password generation, Minimum 8 characters with capital, lower case, numbers, special character 5.5. Hotline Contact Regarding for all questions and problems with SIRA/ SSDP (e.g.: Device-Management, Connectivity to Devices, Tool-Problems, ) Please contact your local Partner-Support-Desk via the known way (Ticket system in Partner- Portal-Portal). Logon to Partner-Portal with your known Partner-Portal-Account (NOT possible with RSP-Useraccount / Password) Important security information You are not allowed to forward this information or your login-data to any other person inside or outside your company 15

16 About Unify Unify is one of the world s leading communications software and services firms, providing integrated communications solutions for approximately 75 percent of the Fortune Global 500. Our solutions unify multiple networks, devices and applications into one easy-to-use platform that allows teams to engage in rich and meaningful conversations. The result is a transformation of how the enterprise communicates and collaborates that amplifies collective effort, energizes the business, and enhances business performance. Unify has a strong heritage of product reliability, innovation, open standards and security. Unify.com Copyright Unify Software and Solutions GmbH & Co. KG, 2016 Mies-van-der-Rohe-Strasse 6, Munich, Germany All rights reserved. The information provided in this document contains merely general descriptions or characteristics of performance which in case of actual use do not always apply as described or which may change as a result of further development of the products. An obligation to provide the respective characteristics shall only exist if expressly agreed in the terms of contract. Availability and technical specifications are subject to change without notice. Unify, OpenScape, OpenStage and HiPath are registered trademarks of Unify GmbH & Co. KG. All other company, brand, product and service names are trademarks or registered trademarks of their respective holders.