REMOTE CARE USER GUIDE

Transcription

1 COMMUNITAKE TECHNOLOGIES End User Functional Guide

2 Copyright 2016, CommuniTake Technologies Ltd. Yokneam, Israel. All rights reserved. For a hard-copy book: No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, or otherwise without the prior written permission of the publisher, CommuniTake Technologies Ltd. For a Web download or e-book: Use of this publication shall be governed by the terms established by the vendor at the time this publication was acquired. PROPERTY OF COMMUNITAKE 2

3 Contents PRELIMINARIES 5 WHAT IS COMMUNITAKE REMOTE CARE 5 ENVIRONMENT READINESS 6 WHAT YOU NEED TO KNOW 7 ESTABLISHING REMOTE CONNECTIVITY SYSTEM USER SIDE 8 ESTABLISHING REMOTE CONNECTIVITY DEVICE HOLDER SIDE 12 ANDROID DEVICES 12 FIRST TIME APP INSTALLATION 13 INSTALLED APPLICATION - ANDROID 15 IOS DEVICES 16 FIRST TIME APP INSTALLATION 16 INSTALLED APPLICATION 17 BLACKBERRY DEVICES 18 REMOTE CARE FEATURES ANDROID 19 REMOTE CARE TOOLSET 19 COMPLETE OPERATIONAL REPLICA 20 SINGLE-CLICK NAVIGATION 20 ACCESS APPROVAL 21 DEVICE DIAGNOSTICS 21 DEVICE APPLICATIONS MANAGEMENT 25 INSTALLED APPLICATIONS 26 RUNNING APPLICATIONS 27 DEVICE DATA MANAGEMENT 27 AUTOMATED RESOLUTION SCRIPTS 29 NAVIGATION SCRIPTS 30 GUIDANCE SCRIPTS 30 ADVANCED RESOLUTION SCRIPTS 31 GRAPHICAL ANNOTATION 31 CHAT 33 PROPERTY OF COMMUNITAKE 3

4 FACILITIES 33 APN SETTING 34 PAUSE SESSION 34 RESTART DEVICE 36 SCREEN CAPTURE 38 IMAGE QUALITY 39 SESSION INFORMATION 39 SESSION CONNECTION 40 REMOTE CARE FEATURES - IOS 41 PROFILE CONFIGURATION 41 CONFIGURATION FLOW SYSTEM USER SIDE 41 GENERAL CONFIGURATION 41 ADDING CONFIGURATION TO THE PROFILE 42 SENDING THE PROFILE TO THE DEVICE 43 IOS PROFILE CONFIGURATION - DEVICE HOLDER SIDE 44 REMOTE DEVICE ACCESS 45 SHARING IMAGES 45 GRAPHICAL ANNOTATION 46 DEVICE INFORMATION 47 FILES VIEW 48 FACILITIES 49 ERROR MESSAGES 50 DEVICE HOLDER SIDE 50 SYSTEM USER SIDE 51 PROPERTY OF COMMUNITAKE 4

5 1 PRELIMINARIES WHAT IS COMMUNITAKE REMOTE CARE CommuniTake Remote Care (CRC) is part of the CommuniTake Total Care Platform. CRC enables technical experts to remotely takeover mobile devices and computers through an Internet connection, regardless of their actual location. After installing a small device client with the active participation of the device holder, technicians can remotely view and operate the device as if they are holding the device in their hands, while simultaneously talking with the device holder. CRC supports the following features: A fully operational device replica. Automated resolution macros for resolving operational problems. Guidance macros for step-by-step guidance on device operations. Extensive device diagnostics. On-device applications and data files management. Permission solicitation mechanism for authorized only access to device services. Graphical annotation on the connected device screen for "How Do I?" guidance. Clientless remote ios profiles installation without device takeover. Remote ios screen capture sharing. Data access pause to maintain privacy. Textual chat. Automated reconnection after device restart. Clientless APN settings. A customer survey for collecting customers feedback (optional). CRC is intuitive and easy to manage, allowing technicians to perform quickly and effectively without the need for extensive training. It offers advanced tools set that improves agents' daily practices and facilitate operational efficiencies and cost reduction. PROPERTY OF COMMUNITAKE 5

6 ENVIRONMENT READINESS Prior to using the Remote Care solution, please make sure to have the following: The application can run on the major internet browsers: o Chrome (the preferred browser). o Internet Explorer version 10 onward. o Microsoft Edge. o Firefox. The 443 (SSL-based TCP) network port must be enabled on the system user workstations, firewalls and any other intervening network elements. In a remote control session, the remote support application connects to support.communitake.com and to one of the relay servers. Every system user must be able to reach the following servers and connect to the port as specified: Server IP Port Region r1.communitake.com (TCP) Ireland r2.communitake.com (TCP) United States r3.communitake.com (TCP) Israel r4.communitake.com (TCP) Brazil r5.communitake.com (TCP) Singapore r6.communitake.com (TCP) China r9.communitake.com (TCP) Mexico Since there is a failover mechanism, if a relay server is not responding, the next relay server will be used; therefore it is advised to be able to connect to these entire relay servers. The following link allows testing all the relay servers : Note: The Relay servers environment may change from time to time, based on the operational needs of the system and its users. Make sure to be updated on the effective relay servers list prior to the actual system deployment. PROPERTY OF COMMUNITAKE 6

7 WHAT YOU NEED TO KNOW Before you begin using CommuniTake Remote Care, you should be familiar with: Standard operations and terminology such as click, double-click, drag, select, copy, and paste. How to use menu bars and scroll bars, how to move and resize windows, and how to manipulate files in the desktop. Minimal knowledge on how mobile devices operate: CommuniTake Remote Care enables comprehensive support capabilities, but the user needs a minimal background on how to operate advanced mobile devices. CommuniTake Remote Care features allow the user to support high-end devices without the need to be familiar with their manuals. The users are required to be familiar with the Remote Care features to provide users with a swift resolution. PROPERTY OF COMMUNITAKE 7

8 2 ESTABLISHING REMOTE CONNECTIVITY SYSTEM USER SIDE Remote service requires established connection between the on-device client and the Customer Service Representative (CSR) client. A system loading screen is presented once the Customer Service Representative (CSR) activates the application. Figure: System upload A link to the CSR application (referred as the system user or simply you ) will be by the following format or alike: This operation will differ by deployments. System users should verify with their system administrator on what should be activated in their environment. In parallel, the device holder should activate the on-device application. A link to the mobile device application will be the following format or alike: PROPERTY OF COMMUNITAKE 8

9 This operation will also differ by deployments. System users should verify with their system administrator on what should be activated in their environment. If a security configuration screen pops-up, you should check I accept the risk and want to run this app and Do not show this again for this app and then Run. Figure: Security warning Once linked, enter your user name and password. Figure: Access to the system On the "User Name", write the name as set for you by the system administrator. On the "Password", write the password as set for you by the system administrator. Click "Enter". At the end of this phase, you will be logged in to the Remote Care system. Note: The log-in screen is not mandatory in every implementation. For example, in engagement centers, it is assumed that the system will be launched in context from the CRM system user interface. Note: The remote control operation does not eliminate the voice session. This way, you can continue the dialog with the device user while operating remote support functions. However, if the mobile device is using a 2G network, the voice call and the remote access cannot operate from the same device. It is recommended to request the user to call from a different phone prior to the actual remote takeover. PROPERTY OF COMMUNITAKE 9

10 Once logged-in, you are required to key-in the target phone number. Figure: Connect to device In the Enter number / of the device data field, write the device number or the to which you wish to connect. There are three alternatives in this phase: 1. The device does not have the Remote Care installed. In this case, you should select Send the link to download the remote care app from the dropdown list. Upon clicking on "Connect", an SMS with the download link will be sent to the target device. The device holder should open the link and install the client. 2. The device has already the Remote Care app installed. The user can connect to the device in two ways: 2.1 Selecting Wake-up the remote care app : Upon clicking on "Connect", a wake-up SMS will be sent to the target device, activating the Remote Care app and bypassing the need to re-install it. 2.2 Selecting Initiate a remote care connection : Upon clicking on "Connect", the system will initiate a connection request to the target device and the device holder should manually launch the Remote Care application from the handset s applications area. Clicking on "Connect" places you into a waiting phase for the handset to complete installation and launch the application or activate the pre-installed application. Figure: Connect to device - status During the connection process, the system will present the connection status as follows: Connecting to device <device number>: the MSISDN to which the connection request was made. Server connection status: the connection status to the Remote Care application server. Device connection status: the target device connection status towards the remote takeover. PROPERTY OF COMMUNITAKE 10

11 Disclaimer approval status: the terms of use approval status. The terms must be approved by the device holder prior to the device takeover. Remote Care PIN code <number>: the Remote Care session number. This number should be provided by you to the device holder, if required. Important: if the Remote Care application is already installed on the Smartphone, it is recommended to manually activate the Remote Care application from the device applications menu, as some operators tend to block wakeup SMSs). Note: when the system requests the device holder to enter a pin code, you should indicate the PIN code number to the device holder as presented during the waiting to connect phase. Once the Remote Care applications runs on the target device and the device holder has approved the terms of use, a connection will be established and the Remote Care desktop application will be activated. Figure: Agent desktop initial screen PROPERTY OF COMMUNITAKE 11

12 3 ESTABLISHING REMOTE CONNECTIVITY DEVICE HOLDER SIDE ANDROID DEVICES The Android device holder should follow several steps in order to complete the installation of the on-device Remote Care application. Note: in some deployments, the Remote Care application will be preinstalled on selected Android devices. If the application is already pre-installed on the device, all the user has to do is to manually initiate the application from the application menu once the connection request was initiated by the system user. The support user initiates a connection request with the device via an SMS. There are three possible scenarios from this point: State The Remote Care application is pre-installed in the device and this is not the first Remote Care session with the device (or the device client application was launched before). The Remote Care application is pre-installed in the device and this is the first Remote Care session with the device. The Remote Care application is not pre-installed on the device. Action The device holder should manually launch the Remote Care application from the applications menu. The device holder should launch the device client application manually from the application menu and key-in the session PIN code as provided by the support representative. The device holder should install the Remote Care application via the link in the connection SMS. PROPERTY OF COMMUNITAKE 12

13 FIRST TIME APP INSTALLATION Select and open the SMS message. Tap on the installation SMS. Shift to the app store. If delayed, press on Download link. Once the installation link is selected, the device connects to the Android Play store towards the application download. When requested, the device holder should tap on "Install". Tap on "Install". Tap on "Accept". Tap on "Open". PROPERTY OF COMMUNITAKE 13

14 The Remote Care app connects to the Remote Care system server. Tap on "OK" to install an extra component. If blocked, tap on "Settings" to enable Unknown sources. Enable "Unknown resources" and then press the Back key. Tap on "OK" and then press the Back key. Tap on OK to shift to the installation of the extra component. Tap on "Install" to install the extra component (one-time step). The Remote Care application connects. Tap on OK to approve the terms of use. PROPERTY OF COMMUNITAKE 14

15 Note: when the device holder is required to allow for non-market resources to be installed on the device, it is recommended that you will direct the device holder to block the installation via unknown sources once the app is installed. Both the request to allow unknown sources and the request to install an extra component are one-time steps. Future connections to the same device will skip these steps. Tip: If the device replica screen is still blank and the remote control is not operational, the device holder has not properly accepted the complementary Remote Control Request". Once the application is connected, the connection status can be verified via the ongoing status slider. INSTALLED APPLICATION - ANDROID In order to establish a remote support session via an already installed application, all the device holder needs to do is to activate it and approve the terms of use after the session initiation by the support representative. Initiate the Remote Care application. The Remote Care application connects. Tap on OK to approve the terms of use. After disconnection, the system will present a disconnection notification the device holder. PROPERTY OF COMMUNITAKE 15

16 IOS DEVICES FIRST TIME APP INSTALLATION The ios device holder should follow several steps in order to complete the installation of the Remote Care ondevice application. Select and open the CommuniTake Remote Care SMS. Tap on the link. The device will connect to the ios Store. The device will proceed automatically to the download phase. Tap on Open to proceed to the app store. Tap on the download icon to proceed to installation. Tap on Open to initiate the Remote Care app. PROPERTY OF COMMUNITAKE 16

17 Tap on "OK" to approve Remote Care notifications. Request the PIN from the support agent and key-in the number. The remote care application is connecting. Tap on "OK" to approve the terms of use. The application is connected. INSTALLED APPLICATION In order to open an already installed application, the device holder should navigate to the Remote Care application and start it, after the session initiation by the support representative. The ios device holder will be required to key-in the session ID in every remote access session. PROPERTY OF COMMUNITAKE 17

18 BLACKBERRY DEVICES Remote Care supports Blackberry devices from version 4.5 to version 7.1 and from version 10.2 onward. The following is a description of the Remote Care application installation process on BlackBerry devices. The BlackBerry device holder should follow several steps in order to complete the installation of the on-device remote care: 1. Tap on the received SMS. 2. Tap on the attached link. 3. Provide your Blackberry ID if required. 4. Tap on the Down icon. 5. Approve the Remote Care app access to the device services. 6. The Remote Care application initiates the connection. 7. Approve the terms of use. If the Remote Care application is already installed on the device, initiate the connection request and direct the device holder to activate the application and approve the terms of use. PROPERTY OF COMMUNITAKE 18

19 4 REMOTE CARE FEATURES ANDROID REMOTE CARE TOOLSET The Remote Care application facilitates better support practices via the following toolset: 1. Complete operational replica. 2. Device info (diagnostics). 3. Installed applications view and activation. 4. Running applications view and management. 5. Device data files management. 6. Automated resolution scripts. 7. On-screen graphical annotation. 8. Textual chat. 9. Remote support (additional) actions. 10. Single-click navigation buttons. 11. Remote Care session info When the connection with the remote device is established, you will see the Device Info and the Scripts folders open. The rational is to provide you with immediate access to the device information for quick issue discovery and with access to the resolution scripts for easy issue resolution. PROPERTY OF COMMUNITAKE 19

20 COMPLETE OPERATIONAL REPLICA The device replica on the support representative desktop enables complete control from afar. You can tap, select, operate and swipe the touch screen and any visible device key as if you were holding the device in your hand. The replica presents in real-time the target device screen. The actions taken on the replica happen in real-time on the target device. Figure: Complete operational replica SINGLE-CLICK NAVIGATION In order to allow rapid and easy remote support practices, CommuniTake Remote Care provides buttons that simulate touchscreen behavior: Icon Name Functionality Browser Send text Magnify Browser allows you to type a URL you wish to open on the target device. Click on Browser, type the required URL and click on Open to open the URL in the device browser. Send Text enables you to paste a text to a selected data field in the device. Tap on the desired text location, open Send Text, write via your keyboard the text that you wish to paste to the text frame and click on Send. Magnify enables you to enlarge the replica component to a full screen view. Click on Escape to return to the original system view. Back Back operates as the device back button. PROPERTY OF COMMUNITAKE 20

21 Home Home operates as the device home button. Menu Menu operates as the device menu button. Recent Recent presents you with the recent applications that you have opened. You can fold and unfold the single-click facilities buttons section by clicking the device button top of the section. located at the ACCESS APPROVAL The system can be configured by the administrator to request the device holder approval for accessing certain services and applications such as Contacts, Calendar, SMSs, Camera, and Gallery. Once you will attempt to access these services, the device holder will be prompted with an approval request. You will be able to access these services only after the device holder s consent. Figure: On-device access request pop-up Note: Access solicitation changes by the deployment, and the system administrator configurations. DEVICE DIAGNOSTICS CommuniTake Remote Care provides device diagnostics that facilitates swift discovery phase and better understanding of possible device malfunctions. Selecting the "Device info" main functionality tab will present the device diagnostics data. PROPERTY OF COMMUNITAKE 21

22 Figure: Device diagnostics Generic diagnostics include the following parameters: Parameter Description General Model Firmware IMEI IMSI Rooted Battery Storage Reception The device model. The fixed, small, read-only program and/or data structure version that internally controls the device. The International Mobile Equipment Identity is a unique number identifying GSM, WCDMA, iden and some satellite phones. The IMEI number is used by the GSM network to identify valid devices. An International Mobile Subscriber Identity is a unique number associated with all GSM and UMTS network mobile phone users. It is stored in the SIM inside the phone and is sent by the phone to the network. A Yes / No indication whether the device is rooted or not. The device s battery charging state graphical illustration. The total and free space of the device s data storage disks. The device s connection strength - graphical illustration. Device Resources Device Vendor Device ID The device manufacturer name. A unique identifier for the device. The device ID is used when accessing the Device Manager database and other device PROPERTY OF COMMUNITAKE 22

23 management services. Device Model Family IMEI IMSI OS Version Firmware Version Rooted Current Profile UI Language The family of manufacturer models to which the device is related. The International Mobile Equipment Identity is a unique number identifying GSM, WCDMA, iden and some satellite phones. The IMEI number is used by the GSM network to identify valid devices. An International Mobile Subscriber Identity is a unique number associated with all GSM and UMTS network mobile phone users. It is stored in the SIM card inside the phone and is sent by the phone to the network. The version of the system that runs the device. The fixed, small, read-only program and/or data structure version that internally controls the device. A Yes / No indication whether the device is rooted or not. The device audio profile. The language used across the device s user interface. Device Resources Current Screen Resolution Hardware Screen Resolution CPU Usage RAM Memory Total RAM Memory Free Ringtone Volume The current actual device screen resolution. The maximum screen resolution possible on the device. The device CPU consumption level at the connection time point. The total device s Random Access Memory (RAM) in which information can be accessed in any order. The free device s Random Access Memory (RAM) in which information can be accessed in any order. The device ringtone volume percentage. Battery Status Health Temperature Voltage Charging This parameter can receive the following indications: Good; Dead; Over heat; Over voltage; Unknown failure. The device battery charging state percentage. The battery temperature level, (Celsius and Fahrenheit) The battery voltage level. The charging status of the connected device. A Yes / No indication. PROPERTY OF COMMUNITAKE 23

24 Peripherals Speaker On Speaker Volume Bluetooth On Wi-Fi On GPS Enabled The speaker activation status. Graphical illustration. The speaker volume percentage. The Bluetooth activation status. Graphical illustration. The Wi-Fi activation status. Graphical illustration. The GPS activation status. Graphical illustration. Network Remote IP MAC Address Reception Operator Name Network Type MCC MNC APN Cell ID The IP address to which the device is connected during the remote access session. A Media Access Control address (MAC address) is a unique identifier assigned to network interfaces for communications on the physical network segment. MAC addresses are most often assigned by the manufacturer of a Network Interface Controller (NIC) and are stored in its hardware, such as the card's read-only memory or some other firmware mechanism. The wireless connection strength percentage. The name of the service provider. The wireless network type by which the device operates such as GSM, UMTS etc. Mobile Country Code (MCC) is used in identifying mobile stations in wireless telephone networks, particularly GSM and UMTS networks. An MCC is often combined with a Mobile Network Code in order to uniquely identify a network operator. The MCC is part of the International Mobile Subscriber Identity (IMSI) number, which uniquely identifies a particular subscriber, and is stored on a removable SIM card. A Mobile Network Code (MNC) is used in combination with a Mobile Country Code (MCC) to uniquely identify a mobile phone operator/carrier using the GSM, CDMA, iden, TETRA and UMTS public land mobile networks and some satellite mobile networks. The Access Point Name (APN) identifies an IP packet data network (PDN), that a mobile data user wants to communicate with. An APN consists of two parts: Network Identifier and Operator Identifier. A GSM Cell ID (CID) is a unique number used to identify each Base transceiver station (BTS) or sector of a BTS within a Location area PROPERTY OF COMMUNITAKE 24

25 code (LAC) if not within a GSM network. Cell Location Area Code RSSI (signal strength in dbm) Roaming A "location area" is a set of base stations that are grouped together to optimize signaling. To each location area, a unique number called a "location area code" is assigned. The Received Signal Strength Indicator (RSSI) is a measurement of the power present in a received radio signal. An indication whether the device is currently roaming. Session Information Client Version Relay Ping Average Relay Ping Max Relay Ping Min The Remote Care application version. The average data transfer speed between the device and the system relay server. The maximum data transfer speed between the device and the system relay server. The minimum data transfer speed between the device and the system relay server. Note: The diagnostics parameters and its presentation can vary by the implementation pending on the preferences of system implementer. DEVICE APPLICATIONS MANAGEMENT CommuniTake Remote Care allows the system user to view all the installed and running applications on the device and manipulate their operations. Applications management can be performed by clicking on the "Installed apps" tab or the Running apps in the main functionality header. PROPERTY OF COMMUNITAKE 25

26 Figure: Installed and running applications INSTALLED APPLICATIONS Installed applications are presented in a tabular view consisting of the following parameters: Application name The application name. Install Date The date in which the application was installed. Last Updated The last date in which the application was updated. The Installed apps section enables you to perform the following: Icon Name Functionality Search Click on the Search icon. Write the application name. Activate Click on the Activate icon near the application that you wish to activate. The Installation date and Last updated date are available only for Android devices. For other devices, only the application name will be presented. A system user can select the installed application. PROPERTY OF COMMUNITAKE 26

27 RUNNING APPLICATIONS Running applications are presented in a tabular view consisting of the following parameters: Name CPU% Application name The CPU usage percentage represents the application's CPU percentage out of the total CPU since the last reboot. Memory KB The application's memory usage (KB). CPU% and Memory are available only for Android devices. For other devices, only the application will be presented. Once the application is running, you can operate the following functions: Icon Name Functionality Bring to foreground Brings the running application to screen's foreground. Stop Stops the running application. DEVICE DATA MANAGEMENT The Remote Care system support complete device data management from afar. The data management featureset includes: Data view by the on-device data structure. Download files. Upload files. Copy files. Delete files. PROPERTY OF COMMUNITAKE 27

28 Figure: Device data management You can manage device data by the following functions: Icon Name Functionality Upload Download Navigate to the target folder in the device. Click on Upload and select a file / files from the external file repository. Once selected, click Open in the external file repository to conclude the action. Alternatively, you can dragand-drop the selected file/s to the target location in the device. Mouse over a file. Click on the Download icon. The file will be downloaded to your work station. Cut Check the box near the file. Click on the Cut icon. Select the new location in the device and click on the Paste icon. Copy Check the box near the file. Click on the Copy icon. Select the new location in the device and click on the Paste icon. Paste Click on the Paste icon to conclude copy and cut actions. Delete Click on the Delete icon to remove a file from the device. Back Click on the Back icon to navigate across the data folders. PROPERTY OF COMMUNITAKE 28

29 Figure: drag-and drop upload file Important: Data management actions will usually require the device holder s consent. Once you will initiate the action, and prior to its completion, the device holder will be prompted by the system to approve or cancel the action. You will be able to complete the action only after the device holder s response. AUTOMATED RESOLUTION SCRIPTS CommuniTake Remote Care provides a powerful tool to resolve device problems through automated solutions. These solutions can manage a wide spectrum of device problems via several methods: 1. Single-click navigation to the device applications and services. 2. Textual guidance on how to resolve an issue. 3. Advanced scripts combining textual guidance with automated navigation and branched actions. The resolution scripts are located under the Scripts tab. Figure: Resolution scripts (under the Scripts tab) PROPERTY OF COMMUNITAKE 29

30 Clicking on a resolution script shortcut icon activates the solution. You can see what the solution stands for by mouse over it. If the flow that you are looking for is not part of the solution shortcuts, you can conduct a simple search in the hierarchical solutions through key words. To activate a resolution script: 1. Click on the selected script. 2. View the activation status notification. 3. Once concluded, you will be notified that the flow is complicated while given an option to continue or to navigate back. NAVIGATION SCRIPTS Single-click navigation scripts generate an automated navigation sequence that brings you to a screen in which you are can configure settings or add data. Figure: Navigation scripts GUIDANCE SCRIPTS Guidance resolution scripts textually describe a resolution flow. These solutions serve as a textual step-by-step directive on how to configure the device. PROPERTY OF COMMUNITAKE 30

31 Figure: Guidance scripts ADVANCED RESOLUTION SCRIPTS Advanced resolution scripts combine textual description and embedded automatic activation elements that streamline the issue resolution. These solutions serve as a step-by-step guided flow tool for you with pre-defined branched steps based on the input that you key-in. Note: Resolution flows will differ in the various deployments and are driven by devices and preferences. It is important to be familiar with the valid flows as they can save valuable call time and dramatically improve support practices. GRAPHICAL ANNOTATION CommuniTake Remote Care provides you with the ability to guide the device holder on how to operate various device functions through graphical guidance. This feature allows you to annotate graphical objects on the replica. These graphical marks appear in real time on the connected device screen. PROPERTY OF COMMUNITAKE 31

32 Figure: Graphical guidance It is possible to draw objects on the device screen in a number of different modes by choosing one of the drawing icons (Orange color marks selection): Free style drawing Ellipse Arrow Width Color Click on the Free Style button. Click and hold the left-hand mouse button and draw a free style line on the device screen replica. The line will appear in real-time on the target device screen. Click on the Ellipse button. Click and hold the left-hand mouse button and draw an ellipse on the device screen replica. The ellipse will appear in real-time on the target device screen. Click on the Arrow button. Click and hold the left-hand mouse button and draw an arrow on the device screen replica. The arrow will appear in real- time on the target device screen. The Width button allows you to select different line widths for graphical annotation. Click on the Width button and select the preferred line width. The Color button allows you to select different colors for graphical annotation. Click on the Color button and select the preferred color. Clear screen Pressing this icon will clear all drawings from both the replica and the device screen. You can fold and unfold the graphical annotation section by clicking the pencil button the graphical annotation section. located at the top of Important: The Green frame around the screen image marks the annotation state. To stop the annotation state, click on the X in the upper left corner of the Green frame around the screen image. PROPERTY OF COMMUNITAKE 32

33 CHAT The Remote Care system allows you to conduct a textual chat session with the device holder. Chat is instrumental in cases in which a voice dialog is not feasible and in cases where the voice dialog is challenging due to voice quality or language barriers. To operate a chat: Click on the Chat tab. The chat area will unfold. Write the dialog at the field line located at the bottom of the screen. Click Send. Your user name will appear as your name in the dialog session. The device holder will see your text dialog on his device screen. The device holder will write the text dialog on his screen and click on Send. Figure: Chat FACILITIES The Remote Care system provides you with several facilities to better streamline your support session. These features include the following capabilities: 1. APN settings. 2. Pause session. 3. Restart device and remote session. 4. Additional Actions a. Screen capture. b. Image quality. c. About 5. Session information 6. Session connection. PROPERTY OF COMMUNITAKE 33

34 APN SETTING CommuniTake Remote Care provides you with the ability to remotely define the APN in the target device prior to the remote access. Wrong APN is a likely reason for data connectivity malfunction. The system enables you to remotely configure the APN in the device via SMS, without the need for the on-device Remote Care app. To define APN setting: Click on the APN Settings in the Connect to Device screen. Select the country and the operator. Enter the mobile phone number in the Phone Details field. Click Send APN to Device. The device holder will receive an SMS with a link. Once the device holder taps on the link and approves the settings, the APN will be set in the device Figure: APN settings Note: In cases where there is more than one applicable operator s APN, make sure to be familiar with the valid APNs to this operator and there difference. PAUSE SESSION You can pause the remote access session following a request by a device holder. This can be valid for parts of the session in which the device holder wishes to view sensitive on-device data. Once suspended, you cannot view from afar the device screen and you cannot operate the Remote Care application until the device holder releases the application suspension from his device. Once asked, you can suspend the remote access by clicking on the "Pause" icon located on the upper center application real-estate. Clicking on the "Pause" icon will notify the device holder with the following: "Session is suspended. No private data is being sent." Clicking "Ok" on this notification will allow the device holder to regularly use his device. PROPERTY OF COMMUNITAKE 34

35 Figure: Device suspension The system will freeze and you will be prompted with the following: "Session suspended. Click to resume session. Figure: Suspended session Once the device holder will indicate that he allows re-activating the remote access, you should click on "Resume". The remote access will resume and the device holder will receive a notification on his device: "Session resumed". Alternatively, the device holder can suspend the session via the on-device client by clicking on the Pause/Resume in the on-device client. PROPERTY OF COMMUNITAKE 35

36 Figure: Pause in the on device application To resume the session, the device holder should click on the Pause/Resume again. Figure: 'Resume in the on device application RESTART DEVICE You may be required to restart the device as part of the resolution process. The system enables you to automatically reconnect the remote session after the device restart by clicking on the "Restart" icon in the Additional Actions menu located in the upper right screen real estate. Confirm to restart the device. PROPERTY OF COMMUNITAKE 36

37 Figure: Restarting the device The device holder is required to confirm the restart request. Once restarted, the system will indicate the device holder to approve the reconnected remote session. Figure: Approving the restart and the remote session continuation PROPERTY OF COMMUNITAKE 37

38 SCREEN CAPTURE Figure: Additional actions The system enables you to capture screenshot of the device screen during the remote access session. To capture a screenshot, click on the "Capture" icon in the Additional Actions menu located in the upper right screen real estate. To capture a screenshot: 1. Click on the "Capture" icon. A download file with the image will appear in your work station. 2. Save the download file in a file repository. 3. The screen capture will be saved as a Jpeg file. Figure: Screen capture PROPERTY OF COMMUNITAKE 38

39 IMAGE QUALITY The image quality feature enables you to balance between the replica image quality and the system refresh rate. A high replica image quality will moderately lower the refresh rate where a high refresh rate will moderately lower the image quality. To balance between image quality and system refresh rate, click on Image Quality icon in the Additional Actions menu located in the upper right screen real estate. Figure: Image quality To manage image quality: 1. Click on the Image Quality icon. 2. Select the image quality level steps between 20% and 100%. 3. Click OK. Note: The About information indicates the system version. SESSION INFORMATION The session information section presents the following information: The device number: the device MSISDN. The device model and type. Session time tracker: the time elapse from the session initiation in HH: MM: SS format. PROPERTY OF COMMUNITAKE 39

40 SESSION CONNECTION The session connection Icon Name Functionality End session Log out Click on End-session to disconnect the device and create readiness to connect to another device. It is recommended to properly end the session prior to logging-out. Click on Log-out to log out from the Remote Care system. This is beneficial in deployments that their fee is based on number of logged-in users. PROPERTY OF COMMUNITAKE 40

41 5 REMOTE CARE FEATURES - IOS PROFILE CONFIGURATION The ios configurator tool is designed to create and send configuration profiles to iphone / ipad devices from afar, without the need for a complete takeover. The CommuniTake ios configurator bypasses the current challenge of taking over ios device due to lack of available APIs. The remote profile configuration does not require an on-device client and it is solely done via SMSs. ios configuration is accessed from a tab in the Connect to Device screen. Figure: ios configuration CONFIGURATION FLOW SYSTEM USER SIDE In order to create a successful profile, you need to enter data in the mandatory data fields that are marked with *. Prior to setting specific profiles, you are required to define the General Settings. GENERAL CONFIGURATION The basic flow of profile settings is as follows: 1. The system user fills in the required profile fields. 2. The system user fills in the iphone s phone number and presses Send configuration. 3. A PIN code is displayed to the system user. 4. An SMS with a link is received on the iphone. Clicking the link will launch the web browser. 5. The device holder enters the PIN code. 6. The device holder taps on Install. 7. The profile is downloaded automatically. More than one configuration can be sent in one profile setting. PROPERTY OF COMMUNITAKE 41

42 The ios profile configuration supports the following settings: Wi-Fi. (POP3/IMAP & SMTP). Exchange Server. APN configurations. CalDav. CardDav. Every profile has a name and an identifier. The name is used for display purposes on the iphone, and the identifier is used for future profile updates. Figure: General configuration ADDING CONFIGURATION TO THE PROFILE Once General Settings are defined, you can add a new configuration. Click on the configuration. You can add as many configurations as required. For example: 3 different Wi-Fi networks. A Wi-Fi network and an account. icon to add a new Removing a configuration can be done by pressing the icon. PROPERTY OF COMMUNITAKE 42

43 Figure: profile SENDING THE PROFILE TO THE DEVICE System user: 1. Enter the ios s device number and press Send configuration. 2. A PIN code will be displayed on the screen. Device holder: 1. Open the SMS and tap on the link in the message. 2. The web browser will be opened and will require entering the PIN code. 3. After keying in the PIN code, and clicking Install, the profile will be downloaded to the iphone / ipad. Figure: Sending the SMS and allocated pin code When the device holder successfully downloads the profile a Success message will appear. However, this does not mean that the profile was installed on the ios device. Figure: Profile downloaded successfully PROPERTY OF COMMUNITAKE 43

44 IOS PROFILE CONFIGURATION - DEVICE HOLDER SIDE Once the SMS is received, the device holder should act by the following steps: Tap on Reply. Tap on the link and launch the web browser. The connection is in process. Key-in the PIN Code as received from the system user. Tap on Install. The profile is installed. All the profiles that are installed on the ios device can be viewed and removed by going to: Settings General Profile. PROPERTY OF COMMUNITAKE 44

45 REMOTE DEVICE ACCESS In addition to the ios remote configuration, the Remote Care system enables you to run for ios devices the following functionality: View screen capture in real-time. View diagnostics. View data files. Draw on the connected device screen. Chat. Launch a browser. SHARING IMAGES Once the connection is established, the device holder can perform three functions: 1. Share image. 2. Chat. 3. Disconnect. Figure: The Remote Care session initial screen and the device client view To share an image, the device holder should act by the following: 1. Tap on the Share Image text. 2. Tap on the required image for sharing. 3. If there is a need to perform screen captures, the device holder can perform it by holding the "Power" key and the "Home" key simultaneously for 2 seconds. 4. During the navigation between the image folders, you will see a blurred screen image until the device holder will select a specific image. 5. You will be able to see in real-time the shared image. PROPERTY OF COMMUNITAKE 45

46 Figure: Blurred image during navigation between image folders Figure: Image sharing GRAPHICAL ANNOTATION While sharing an image, you will be able to annotate graphical objects on the shared image. The device holder will see the graphical annotation in real-time on his device screen. Draw objects on the shared image by choosing one of the drawing icons (Orange color marks selection): Free style drawing Click on the Free Style button. Click and hold the left-hand mouse button and draw a free style line on the device screen replica. The line will appear in real-time on the target device screen. PROPERTY OF COMMUNITAKE 46

47 Ellipse Arrow Width Color Click on the Ellipse button. Click and hold the left-hand mouse button and draw an ellipse on the device screen replica. The ellipse will appear in real-time on the target device screen. Click on the Arrow button. Click and hold the left-hand mouse button and draw an arrow on the device screen replica. The arrow will appear in real- time on the target device screen. The Width button allows you to select different line widths for graphical annotation. Click on the Width button and select the preferred line width. The Color button allows you to select different colors for graphical annotation. Click on the Color button and select the preferred color. Clear screen Pressing this icon will clear all drawings from both the replica and the device screen. Figure: Image sharing and graphical annotation DEVICE INFORMATION In addition to image sharing, you will be able to view ios device diagnostics as follows: Device Model; Rooted; Battery Level; Storage Level; Reception Level; Device Vendor; Device ID; Device Model Family; OS Version; Current Device Date; Current Device Time; Current Device Time Zone; Current Screen Resolution; Hardware Screen Resolution; CPU Usage; RAM Memory Total; RAM Memory Free; Battery Health; Battery Charging; Wi-Fi On; Operator Name; MCC; MNC; APN; RSSI (signal strength in dbm); Client Version; Relay Ping Average; Relay Ping Max; Relay Ping Min. (Please refer to pages for definitions). PROPERTY OF COMMUNITAKE 47

48 Figure: Device information FILES VIEW The Remote Care system enables you to view the on-device files. You can only download a file to your local repository. Other data management actions are not applicable for ios devices from afar. Figure: Files view PROPERTY OF COMMUNITAKE 48

49 FACILITIES The Remote Care system enables you to run functions that can facilitate more seamless remote support: 1. Textual scripts. You can run textual scripts from the scripts tab. These scripts can present you with textual guidance on how to perform step-by-step corrective actions. Scripts can vary between deployments as defined by the system implementer. Click on the Scripts tab to view and activate available scripts. 2. Chat. You can run textual chat with the device holder. Click on the Chat section to initiate a call. Alternatively, the device holder can initiate a chat from the on-device application. 3. Browser initiation. You can key-in a URL address and navigate the device to this URL. Note that you cannot remotely see the device screen once out of a shared image. Click on the Browser icon to run this function. 4. Image quality. You can balance between the shared image quality and the system refresh rate. To balance between image quality and system refresh rate, click on Image Quality icon in the Additional Actions menu located in the upper right screen real estate. 5. Magnify. You can click on the Magnify icon to enlarge the replica with the shared image. 6. Screen capture. You can click on the Capture icon in the Additional Actions menu located in the upper right screen real estate. 7. Session information. You can continuously view session time, device MSISDN and device brand and type. Figure: System facilities PROPERTY OF COMMUNITAKE 49

50 6 ERROR MESSAGES The remote Care system presents error messages when something goes wrong. These messages can help you track the reason for the problem and direct you to the possible resolution. DEVICE HOLDER SIDE Error Code Explanation Possible reasons General error HTTP failed to connect Connection rejected TCP failed to connect APN not found Fatal unexpected error. Failed to connect to the Connection Server. No system user is waiting for the connection. A Failure to establish a connection to the relay server. The requested APN is not found and the operator does not want the user to be able to choose another APN (from the list on the device). No data connection. The connection server has timed out. It means that the time between entering the device number in the system user console and the time in which the device tries to connect is greater than the defined time for it in the system. The data connection does not allow TCP connections (only HTTP); It can also mean a problem in the system server (relay server is down). The operator's APN is not configured on the device or the name of the APN has changed. PROPERTY OF COMMUNITAKE 50

51 SYSTEM USER SIDE Error Code Explanation Possible reasons 0 The remote server is down. No connection to the application server. It can be caused by a server error while processing a connection or due to network error. 1 Connection server error. The application server has a problem with the connection server. It can be caused by a server error while processing a connection or due to system s internal network error. 2 Another CSR is connected. Another CSR is already connected to the same device and the system user is not allowed to join the session. 4 General error. General error with the connection. It can be caused by a server error while processing a connection or due to a network error. 5 Relay_server_error The application server has a problem with the relay server. It can be caused by a server error while processing a connection or due to a network error. 6 Internal_error The application server has a problem with the relay server. It can be caused by a database error. 7 No_session It is caused when trying to initiate the system user application with a session Universally Unique Identifier parameter, but this session does not exist. PROPERTY OF COMMUNITAKE 51