RemoteHelp User Guide

Transcription

1 Rsupport Inc. RemoteHelp User Guide RemoteHelp User Guide version 1.0

2 INDEX Glossary RemoteHelp Introduction... 7 What is RemoteHelp?... 7 Recommended specifications for the Representative and Customer... 7 Remote Support Introduction... 8 Agent Download and Installation... 8 Remote Support Procedure... 8 Remote support using the Support Request page... 8 Remote support using the Connection Page... 9 Remote support using the Support Request page... 9 Login to the RemoteHelp Agent and wait for customer... 9 Support Request Page... 9 Reserved Customers or Connection Code Customers Chat Support Instant Support Customer Queue Support Reservation Support Remote control Remote Control During Chat Session Remote Support Using the Connection Page Manually Starting a Session Logging In Initiating a Text Chat Session Initiating a Remote Control Session Guiding the Customer to the Connection Page Chat Session Remote Control Session Chat Support Remote control RemoteHelp Features Agent Agent (Representative) Status... 17

3 Agent Window Features Chat Window Chat Window Features Send File Whiteboard Whiteboard Features Session Report Session Transfer Remote control Viewer > Features Viewer > Main Start a New Session Settings Received Files Session Transfer Lock Viewer Reboot and Reconnect Reboot and Reconnect in Safe Mode Run RemoteHelp as a Service Exit Viewer > Mouse/Keyboard Mouse/Keyboard Mouse Chase Laser Pointer (Arrow/Dot) Send Ctrl + Alt + Del Viewer > Draw Draw Viewer > Display Display Settings Multi Monitor Zoom Scale-to-fit Actual Size Full Screen Viewer > Tools Screen Capture Send URL Send File

4 Receive File Clipboard Sharing Show My Screen Whiteboard Text Chat Remote Sound Viewer > Shortcuts Favorites Diagnostics Processes Session Status Window Session Status Window Features Contact Information

5 Glossary Term Remote Support Offline Available Busy Reservation Administrator Customer Representative Local PC Remote PC Chatting Remote control Remote Control RemoteCall Agent RemoteCall Viewer Web Chat RemoteCall Client Admin Center Support Request Page Connection Page Connection Code Web Icon Queue System Distribution System Description Connecting with a customer over the internet to remotely solve problems on their computer. A support technician who is not logged in to RemoteHelp. A support technician who is logged in and ready to support a customer. A support technician who is logged in and currently supporting a customer. A customer s request for a callback from a support technician. The primary user of the RemoteHelp Admin Page used for administrating accounts and checking session statistics. Remote user who s desktop you are viewing. Local user who is viewing the customer s desktop. The representative s PC. The customer s PC. Chatting with the customer or representative using an instant messenger. Process of viewing the remote desktop via the RemoteCall Viewer. Using either keyboard and/or mouse control on the remote desktop via the RemoteCall Viewer. Application on representative s PC used to login and launch a support session. Application used to view the customer s desktop during a support session. Representative or Customer web-based chat window Executable downloaded by the customer to initiate screen-sharing Administration home page used to configure the RemoteCall accounts, permission settings, view reports, and more. The website used to initiate support. The customer can select an support channel and wait for an available support representative. The website used by customer when they have made a reservation and have a 6-digit session code. The 6-digit code used to connect with the representative. A clickable web icon used to connect with the representative. Accepts incoming support requests and places customers in a priority queue Distributes waiting customers to available representatives in a priority sequence 5

6 Reservation System Session Summary Page User ID User Name Display Name Group User Support Channel Support Incidents Favorites Session P2P Gateway VRVD GDI Allows the customer to reserve a time for a callback if all the representatives are unavailable Page that is displayed after the session has ended. Login ID assigned to a representative. Representative s full name. Name displayed to the customer. Parent directory for user accounts. Account associated with a specific support representative. Representatives grouped together based on skill (e.g., general help, software, hardware etc.) A quick way to document the reason for the support request. A quick link to commonly used URLs that can be pushed to the customer s PC. Remote connection between the customer and the representative. A direct connection between two PCs (bypassing the gateway server). A connection between two PCs which is relayed through a gateway server. Virtual Remote Video Driver is RSUPPORT s proprietary video driver for screen-sharing. Graphics Device Interface is a Windows proprietary video driver used as a backup. 6

7 RemoteHelp Introduction What is RemoteHelp? RemoteHelp is a real-time remote support solution that enables organizations to offer on demand support to customers anytime, anywhere. 7 RemoteHelp is real-time web based support tool that provides web chatting and remote control and instantly distributes customers to waiting representatives. Also, RemoteHelp introduces a new concept of remote support that uses only the web browser to provide customers with Text, Voice, and Video Chat programs with no need for program installation. RemoteHelp enables the representative to support multiple customers simultaneously without staying in a specific location. Therefore, you don t need to run an entire office or use an expensive system to provide support. It is now possible for small and medium businesses to run their own online support center. Recommended specifications for the Representative and Customer The Representative provides service through the RemoteHelp Agent and Viewer. The Customer needs only use their browser for support. Below are our recommended system specifications for the Representative and Customer. Operating System Web Browser Representative MS Windows based OS Internet Explorer 6.0 or higher Firefox 2.0 or higher Safari 2.0 or higher Customer MS Windows based OS Internet Explorer 6.0 or higher Firefox 2.0 or higher Safari 2.0 or higher Opera 9.0 or higher Network Internet enabled network Internet enabled network Firewall Out Bound 80/443 Port Open Out Bound 80/443 Port Open RemoteCall may not function in a network where Out-bound Ports 80 & 443 are blocked.

8 Remote Support Introduction Agent Download and Installation 1. Go to the RSUPPORT homepage 2. Click the Support menu. 3. Click RemoteHelp Agent and download the RemoteHelp.exe. 4. Double-click the RemoteHelp.exe to start the installation. 5. Proceed with the installation according to the installation guide. 6. Once installation completes, a RemoteHelp Icon will be created on your desktop. 8 If you are using a Proxy Server in your network environment, you need to configure RemoteHelp to work with your Proxy Server. To configure the settings go to the Proxy Server menu in RemoteHelp s settings. Remote Support Procedure RemoteHelp sessions can be initiated in 2 ways, as shown below. Remote support using the Support Request page The customer may visit the Support Request page and fill out a request form for support. If an available support representative accepts the incoming request, a support session will be initiated. Agent Accept Available Chat or Close Log In Request Busy Screen Sharing Support Reservation Step 1 Step 2 Step 3 Step 4 Step 5 1. The Representative starts the RemoteHelp Agent and logs in. 2. The Customer accesses the Support Request page and requests support. 3. The Representative will be prompted to accept the incoming support request. Customer details such as Name, , and Reason for Support are available. 4. The Representative supports the customer by text chat and remote control. 5. The Representative ends the session by disconnecting with the customer.

9 Remote support using the Connection Page The Representative can start a support session manually and direct the customer to the connection page where the customer can enter a 6-digit session code to connect with the representative. Agent Log In Start Support Session Connection Page (6-digit code) Chat or Remote control Close Support 9 Start Support Session Connection Page (6-digit code) Chat or Remote control Step 1 Step 2 Step 3 Step 4 Step 5 1. The Representative starts the RemoteHelp Agent and logs in. 2. The Representative directs the customer to the Connection Page and advises them of the 6-digit connection code. 3. The Representative supports the customer by text chat and remote control. 4. The Representative ends the session by disconnecting with the customer. Remote support using the Support Request page Login to the RemoteHelp Agent and wait for customer The representative logs in to the RemoteHelp Agent and waits for an incoming support request. Once logged in, the Representative can check the waiting/reservation list to check all existing support requests. Support Request Page This is the page that customer uses to initiate support with a technician. The customer can choose the appropriate support channel to request support. If all representatives are busy or not available, the customer can make a reservation for a callback.

10 10 Status Available Busy Reservation Only Offline Description Representatives are available for support. The customer will be instantly connected with a representative. All representatives are busy with other customers. The customer will have to wait for an available representative to support them. The maximum number of waiting customers has been exceeded. The customer must make a reservation for a callback. All representatives are currently offline. The customer may leave a reservation request. Admin Page fields for customizing the queue system Available Queue # Busy Queue # Reservation Queue # Number of customers that a representative can support simultaneously. Number of customers that a single representative can have in their queue. (E.g., If this is set to 2 and there are 5 representatives logged in, the customer queue will allow up to 10 waiting customers at one time.) Number of customers that can book a reservation for a callback.

11 Reserved Customers or Connection Code Customers This is the page that customer uses when they have made a reservation and have been provided with a 6-digit connection code. The customer enters their name and the Connection Code to initiate the connection. This page is available by clicking the Reservations link on the main Support Request page (see previous page for more details). 11 Chat Support The representative s status automatically switches to Available when he/she logs in to the Agent. When a customer requests support from the Support Request page, a pop-up window will appear on the representative s desktop prompting them of the incoming support request. The representative can click this window or view the Waiting Customers section of the agent to accept the incoming connection. Instant Support This is when the support session is initiated almost immediately after the customer requests support. A message like below will appear on the representative s desktop when there is a request from a customer. The representative can start a chat session with the customer by simply clicking OK.

12 Customer Queue Support This is when the customer must wait for an available support representative before receiving support. When ready, the representative can accept the incoming support request and initiate the support session. 12 Reservation Support This is when the customer leaves a reservation for a callback request. The representative can check a list of reservations from the RemoteHelp Agent and select a customer to call back. Once the customer is ready, the representative may initiate a manual support session and advise the customer of the 6-digit connection code. The customer can then visit the Connection Page and enter their name and connection code to connect with the representative.

13 Remote control Remote Control During Chat Session If remote control is required during the chat session, the representative can request to view the customers screen from the chat window. The representative can control the customer s desktop remotely after the customer accepts the request The representative clicks the bottom left icon (Remote control icon) on chat window and clicks Remote Control. 2. The RemoteHelp Viewer will launch and wait for the customer to confirm the remote control request. 3. Once confirmed by the customer, the remote control session will begin. Remote Support Using the Connection Page Manually Starting a Session Logging In Log in to the Agent by entering your User ID and Password.

14 Initiating a Text Chat Session 1. Click Start Session to initiate a text chat session. 2. A chat window will open on the representative s desktop and display the 6-digit session code for the customer. 14 The representative can initiate remote control from the chat session at any time (upon the customer s approval). Initiating a Remote Control Session 1. Click the drop-down menu from the RemoteHelp Home window and select [Remote Control]. 2. The RemoteHelp Viewer will launch and display the 6-digit connection code for the customer.

15 Guiding the Customer to the Connection Page 1. Advise the customer of the connection page URL and the 6-digit connection code. Note: You can also send a connection guide to the customer 2. The representative directs the customer to enter the 6-digit connection code or click the waiting icon. 3. The representative should notify the customer of the *executable file that will be downloaded to initiate the connection. The customer only needs to click [Run] to initiate support. 15 Chat Session A web based chat session between the representative and customer allowing for basic web chatting and files transfers. [Connection Code Method] Remote Control Session A full remote control and remote control support session allowing the representative to control the customer s computer. [Web Icon Method] * Executable File: A one-time executable file that downloads the temporary control files to the customer s computer. These files will be removed once the session has ended.

16 Chat Support The representative and customer can talk to each other in real-time through their web browser with no need to install additional software. The representative can request remote control at any time by clicking [Remote Control] from within the chat window. 16 [Chat Support] [Remote control Request During Chat Session] Remote control Once the customer downloads and executes the connection file, the representative can view and control the customer s desktop using RemoteHelp Viewer. The customer can easily suspend control at anytime by moving their mouse or pressing a key on their keyboard. [Remote control] [Chat During Remote control]

17 RemoteHelp Features Agent Agent (Representative) Status Online The representative is logged in and ready to receive customers. Away Busy Offline The representative is away and unavailable for support. The representative is currently in a support session. The representative is not logged in to RemoteHelp. 17 Agent Window Features Home Support Requests Network Settings Connection Settings Shortcuts Supports Sessions Reservations Where the representative launches support sessions. Shows a list of waiting customers. Configures network settings for remote connections. Configures performance and display settings for remote connections. Manage shortcuts such as Favorites, Folders, and Programs. Shows the representative s session history. Shows a list of customers who made reservations. Chat Window Chat Window Features Send File Whiteboard Session Report Session Transfer Remote control Shortcuts Shared Files Video/Voice Chat Transfers files to the customer while chatting. An interactive drawing board for representative and customer. A reporting tool to log session details such as customer phone #, reason for support and more. Transfer the active session to another representative. Initiate a remote control session with the customer. Quick access to commonly used URLs. Quickly send files to the customer such as drivers and patches. Chat with the customer using voice and video.

18 Send File 1. Click the [Send File] button in the chat window. 2. Select a file to transfer and click [Open]. 3. Confirm the message Upload Completed. 4. Transferred files appear in the chat window as a clickable web link. The representative or customer can click this link to initiate a download. 18 Note: Executable files such as.exe,.msi,.bat,.sh and.cmd are prohibited. Whiteboard 1. Click the [Whiteboard] button in the chat window. 2. The Whiteboard will launch on the representative s desktop and prompt the customer to accept the invitation in their chat window. [Representative chat window] [Customer chat window] 3. When the customer clicks [Accept], they will be prompted to [Run] a one-time executable file to initiate the Whiteboard. Whiteboard Features Select / Move Eraser Circle Line Line Color Print Save to Clipboard Pencil Text Rectangle Open Image Line Width Save (.PNG format) Add a new Whiteboard tab Session Report 1. Click the icons > to open the Session Report window. 2. Edit the information as needed and click [Save] when finished. Note: the session report details may be edited later from the Admin Center.

19 Session Transfer 1. Click the icons > to initiate a file transfer. 2. Select an available representative in the window and click [Transfer Session] The selected representative will receive a pop-up dialogue on their desktop to accept the incoming transfer. 4. The representative can click [Accept] to allow the incoming transfer request. Note: It is possible for both representatives to support the customer simultaneously. Representative status descriptions Icon Status Description Availability Available Representative is available. Available Supporting Representative is supporting a customer. Available Customer Representative is connecting to a customer. Available Request Away Representative is away. Available Reserved Representative has a support reservation. Available Offline Representative is not logged in to the Agent. Unavailable

20 Remote control 1. Click the Remote control icon and select [Remote Control] The RemoteHelp Viewer will initialize on the representative s computer and an authorization message will be sent to the customer. [Representative s PC] [Customer s PC] 3. When the customer clicks [Accept], they will be prompted to [Run] a one-time executable file to start remote control.

21 Viewer > Features Start a New Session Settings Open Received Files Received Files Session Transfer Home Lock Viewer Reboot and Reconnect Reboot in Safe Mode Run as a Service Exit Mouse/Keyboard Mouse Chase Controls Laser Arrow Laser Pointer Send Ctrl+Alt+Del Open a new session to support another customer Remote access and control settings Open the folder where received files are saved Shows a list of files received from the customer Transfers the active session to another representative Locks down the Viewer during a session so no one can access the customer s computer Reboot and reconnect with the customer s computer Reboot and reconnect with the customer s computer is Safe Mode Runs RemoteHelp with Administrator privileges allowing unattended reboot and reconnects and switching user accounts. Exit RemoteHelp Viewer Take Mouse/Keyboard control of the customer s computer Shows the real-time location of the customer s mouse cursor Displays an arrow on the customer s desktop Displays a laser point on the customer s desktop Send a Ctrl + Alt + Del command to the customer s desktop 21 Draw Display Tools Shortcuts Draw Display Settings Remote Monitor Zoom Scale to Fit Actual Size Full Screen Screen Capture Send URL Send File Receive File Clipboard Sharing Show My Screen Whiteboard Text Chat Remote Sound Favorites Diagnostics Processes Draw shapes and lines on the customers desktop Adjust the scale of the RemoteHelp Viewer window Select which remote monitor to view Adjusts the scale of the RemoteHelp Viewer window Rescale the customer s desktop to fit within the RemoteHelp Viewer View the customer s desktop at its native resolution View the customer s desktop in a full screen format Take screen captures of the customer s desktop Push a URL to the customer s desktop automatically Transfer a file to the customer s computer Download a file from the customer s computer Send and receive clipboard contents between computers Display the representative s desktop to the customer Draw, type, and edit image files together with the customer Instant messenger applet for communication Hear audio coming from the remote computer Quickly open commonly used URLs, Folders, File, and Programs View the remote computer s system diagnostics View a list of running processes on the remote computer

22 Viewer > Main Start a New Session After a session has ended, the representative can start another support session by simply clicking [Start a New Session]. Settings Configure RemoteHelp system settings such as network details and performance options. Screen Image Remote Screen Screen Scrolling Quality Driver Color Resolution Color Auto Scroll Panning Scroll The compression rate of the screen image. The video driver used to transfer the screen image. The display color of the remote desktop. The remote screen display resolution. The remote screen display color depth. Automatically scrolls the desktop image when the cursor is placed at the edge of the screen. Click and hold the middle mouse button and drag the mouse to scroll around the screen. 22 Open Received Files Folder Opens the folder where all received files are downloaded. Folder Location: \Public Documents\Rsupport\RemoteHelp\Received Files Received Files Opens a list of files received during the support session. Note: Clicking a file from the list will execute it.

23 Session Transfer Transfer the active session to another representative. Note: Once transferred, both representatives may continue to support the customer. 1. Click > [Session Transfer]. 2. The customer will be prompted to accept/deny the session transfer Once the customer accepts the transfer, the session transfer window will appear on the representative s desktop. 4. The representative selects an available representative from the list and clicks [Transfer Session]. 5. The new representative will receive a pop-up message to accept or deny the incoming transfer. Lock Viewer If the representative needs to be away during the support session, he/she can temporarily lock the Viewer so no one else can control the customer s desktop. To unlock the viewer, the representative needs to re-enter their RemoteHelp login credentials and press [Enter]. Reboot and Reconnect The representative can initiate an automatic Reboot and Reconnect on the customer s computer. Once the customer authorizes the request their computer will reboot and automatically reconnect with the representative. Note: If the customer uses Windows Vista or higher Operating System, Customer has to click [Continue] button on UAC (User Access Control) window to reconnect during rebooting system. Note: If the user is a Limited User then they will need to enter their Windows ID and Password to log back into Windows before they reconnect with the representative. If the representative Runs RemoteHelp as a Service they can perform an unattended Reboot and Reconnect.

24 Reboot and Reconnect in Safe Mode If the computer needs to be booted into Safe Mode the representative can perform a Reboot and Reconnect into Safe Mode. Run RemoteHelp as a Service If the customer is a Limited User in Windows, the representative can Run RemoteHelp as a Service to allow unattended reboot and reconnects as well as switching user accounts. 24 Exit Close the RemoteHelp Viewer, ending the remote control session. Note: If a chat session was initiated, it will continue after the Viewer has been closed, otherwise the entire session will be disconnected.

25 Viewer > Mouse/Keyboard Mouse/Keyboard The representative may request mouse/keyboard control of the remote computer once the remote control session has started. Depending on the permission settings, the customer may receive a pop-up message to accept or decline the request. 25 Note: The customer may suspend control at any time by simply moving their mouse or pressing a key on the keyboard. Mouse Chase View the real-time location of the customer s mouse by enabling this feature. Laser Pointer (Arrow/Dot) Highlight sections of the customer s desktop, using a dot or arrow. Send Ctrl + Alt + Del Send a Ctrl + Alt + Del command to the customer s desktop. Viewer > Draw Draw Draw on the customer s desktop in real-time to highlight sections of the screen or guide the customer through complex procedures. The shape, color and line width are customizable.

26 Viewer > Display Display Settings Adjust basic display settings such as Scale-to-fit or Actual Size. Clicking on the screen display will resize the screen in increments of 10%. Actual Size: Shows the customer s desktop in its native resolution. 26 Scale-to-fit: Scales the image of the customer s desktop to fit within the Viewer window. Adjust Viewer Size Automatically: Automatically resizes the Viewer to fit the customer s desktop. Multi Monitor Select the monitor to view in the case of a multi-monitor setup. The representative can view a single monitor or both monitors at the same time. Zoom Zoom in and out of the customer s desktop from 25% to 200% zoom. Scale-to-fit Adjust the remote desktop image to fit within the RemoteHelp Viewer window. Actual Size View the remote desktop in its native resolution without resizing the Viewer window. Full Screen Maximize the RemoteHelp Viewer window to full screen making it easier to view the remote desktop.

27 Viewer > Tools Screen Capture Take a snapshot of the customer s desktop and save it to disk (.jpg file format). Folder Location: Public Documents\Rsupport\RemoteHelp\Capture Send URL Automatically open a URL on the customer s desktop. 27 Send File Send a file to the customer s computer. The representative can also drag & drop or use copy & paste to transfer files. Depending on the permission settings, the customer may see an authorization request to proceed with the file transfer. Folder Location: Public Documents \Rsupport\RemoteHelp\Received Files Receive File Receive a file from the customer s computer. The representative can also drag & drop or use copy & paste to transfer files. Depending on the permission settings, the customer may see an authorization request to proceed with the file transfer. To send the file, the customer or representative needs to drag the file into the Session Status window as shown below. Folder Location: Public Documents \Rsupport\RemoteHelp\Received Files Clipboard Sharing Send and receive clipboard contents such as files, text and images. Show My Screen This allows the representative to reverse the remote control mode and display their desktop to the customer, ideal for presentations and product demonstrations. Whiteboard Refer to Page 18 to 19. Text Chat Open the web-based text chatting window for representative and customer. All chat history is stored in the session log and may be retrieved from the admin center or RemoteHelp Agent. Remote Sound Hear audio coming from the remote PC. Note: This feature may not work with all sound cards.

28 Viewer > Shortcuts Favorites Automatically send and open pre-defined URLs, Folders, and Documents. Diagnostics View the remote computer s system information such as hardware and software specifications. 28 Processes View a list of processes running on the remote computer. The representative may end tasks on individual processes or copy the list to the clipboard.

29 Session Status Window During a remote control session the remote computer will display a Session Status Window to the customer. This window advises the customer of the remote session and has additional features built-in to it. The customer may disconnect the remote control session by clicking the [Disconnect] button located on the Session Status Window. Other features built in include, Text Chat, File Transfer, Remote Printer Driver, and Drawing. 29 Session Status Window Features Chat Draw Always on Top File Transfer Open Received File Folder Install Remote Printer Driver Open Screen Close Screen Pause Remote control Start Remote control Opens the text chatting windows Initiates the drawing function on the customer s desktop Places the Session Status Window on top of all other windows Sends a file to the representative Opens the folder where transferred files are stored Installs the remote printer driver used for remote printing Maximizes the remote screen view Hides the remote screen view Pauses remote control and remote control instantly Resumes remote control and remote control

30 Contact Information RSUPPORT: Technical Support: Sales: Info: 30 Headquarters: Nano Bldg., , Bangi-dong, Songpa-gu, Seoul, Korea Phone: Fax: USA Office: 116 West 23rd Street, Suite 500, New York, NY 10011, USA Phone : Fax : China Office: Rm1903 block4no.5 Changchunqiao Road, Haidian District, Beijing , China Phone : Fax : Japan Office: Shinkasumigaseki Bldg.,18F, 3-3-2, Kasumigaseki, Chiyoda-ku, Tokyo , Japan Phone : Fax: