Skynax. Remote Assist Console. User Guide

Size: px

Start display at page:

Download "Skynax. Remote Assist Console. User Guide"

Brianna Dinah Gaines
6 years ago
Views:

1 Skynax Remote Assist Console User Guide

2 Disclaimer Honeywell International Inc. ( HII ) reserves the right to make changes in specifications and other information contained in this document without prior notice, and the reader should in all cases consult HII to determine whether any such changes have been made. The information in this publication does not represent a commitment on the part of HII. HII shall not be liable for technical or editorial errors or omissions contained herein; nor for incidental or consequential damages resulting from the furnishing, performance, or use of this material. HII disclaims all responsibility for the selection and use of software and/or hardware to achieve intended results. This document contains proprietary information that is protected by copyright. All rights are reserved. No part of this document may be photocopied, reproduced, or translated into another language without the prior written consent of HII. Trademarks Wi Fi is a registered certification mark of the Wi Fi Alliance. Microsoft, Windows, Windows Embedded Handheld, Excel and the Windows logo are either registered trademarks or registered trademarks of Microsoft Corporation in the United States and/or other countries. Bluetooth is a trademark of Bluetooth SIG, Inc., U.S.A. microsd and microsdhc are trademarks or registered trademarks of SD 3C, LLC in the United States and/or other countries. Apple, ipad, iphone, itunes, icloud, the Apple logo, the itunes logo, and the icloud logo are registered trademarks of Apple Inc., registered in the U.S. and other countries. IOS is a trademark or registered trademark of Cisco in the U.S. and other countries and is used under license. Google and the Google logo are registered trademarks of Google Inc., used with permission. Android platform is a trademark of Google Inc. Patents For patent information, please refer to Copyright Honeywell International Inc. All rights reserved. ii Skynax Remote Assist Console User Guide

3 Contents Contents About Skynax Remote Assist Console Installation Requirements Install Skynax Remote Assist Console How to Configure Skynax Remote Assist Console Set Up the Connection to Your Skynax Database How to Customize the Skynax Remote Assist Console Add Command Shortcuts to the Quick Access Toolbar Select Information to Display in the Call Queue Set the Connection Profile to Access the Skynax Database How to Start a Session Receive a Call Initiate a Call How to Manage a Session How to Manage Mobile Devices About the Remote Assist Console Tools How to Record Video, Take Screenshots, and Paste Text About Remote Pointers Create a Remote Pointer Edit a Remote Pointer Delete a Remote Pointer Add a Remote Pointer to a Mobile Device Display How to Improve Connection Response Time Skynax Remote Assist Console User Guide iii

4 Contents iv Skynax Remote Assist Console User Guide

5 About Skynax Remote Assist Console Skynax Remote Assist Console is a Microsoft Windows application (licensed separately) that allows Remote Assist operators to collaboratively support mobile device users. Remote Assist is supported on mobile devices running: Microsoft Windows Mobile 5.0, Windows Mobile 6.1, Windows Embedded Handheld 6.5, or Windows CE 6.0. Throughout this guide, Windows Mobile refers to all supported Windows Mobile and Windows Embedded Handheld operating systems. Android 4.1 or later. Mobile device users request support from a centrally defined list of problem categories so that their request is routed to the appropriate Remote Assist operator group. As a Remote Assist operator, you can: invite other operators to a Remote Assist session to collaborate to solve problems. initiate a connection to a mobile device and remotely see and control the mobile device screen without any interaction with the user. remotely see and control multiple mobile device desktops. get and send files using the built-in File Explorer application. record video or take screen shots of a Remote Assist session. Installation Requirements Before you install Skynax Remote Assist Console, you must have: the Skynax Client application loaded on each mobile device. For help, see the Skynax Mobility Management System Installation Guide. only one instance of Skynax Remote Assist Server installed in the same network as your Skynax system. For help, see the Skynax Mobility Management System Installation Guide. administrator permissions for the computer you are installing Skynax Remote Assist Console on. a Skynax user account with permissions to use Skynax Remote Assist Console. For help, see the Skynax Mobility Management System User Manual. Skynax Remote Assist Console User Guide 5

Install Skynax Remote Assist Console You need to install a copy of Skynax Remote Assist Console on each computer you want to use to remotely connect to a mobile device.

6 Install Skynax Remote Assist Console You need to install a copy of Skynax Remote Assist Console on each computer you want to use to remotely connect to a mobile device. 1 Download the installation file to the computer you want to install Skynax Remote Assist Console on. 2 Run the installation file. How to Configure Skynax Remote Assist Console The first time you start Skynax Remote Assist Console, you need to: set up the connection to your Skynax database. configure your Skynax Remote Assist Console options. Set Up the Connection to Your Skynax Database You need administrator permissions to connect to your Skynax database. Note: You can change your connection settings each time you start Skynax Remote Assist Console by clicking the Setup Connection button. 1 Start Skynax Remote Assist Console. 6 Skynax Remote Assist Console User Guide

2 Click Setup Connection. 3 Click the arrow in the SQL Server name field. This process may take several minutes depending on the size of your network.

7 2 Click Setup Connection. 3 Click the arrow in the SQL Server name field. This process may take several minutes depending on the size of your network. All available servers on the network appear in the list. 4 Select the SQL Server where your database is installed. 5 Select an authentication method: Windows Authentication or SQL Server Authentication. 6 If you selected SQL Server Authentication, enter the Login Name and Password. 7 Select your Skynax Database name. 8 Click OK. 9 Enter your Skynax Login name and Password and click OK. Skynax Remote Assist Console User Guide 7

How to Customize the Skynax Remote Assist Console You can configure the Skynax Remote Assist Console settings for your business needs and personal preferences: Add command shortcuts to the Quick

8 How to Customize the Skynax Remote Assist Console You can configure the Skynax Remote Assist Console settings for your business needs and personal preferences: Add command shortcuts to the Quick Access toolbar. Configure advanced settings, such as popup properties. Select the information that appears in the Call Queue. Set the connection profile for accessing the Skynax database. Add Command Shortcuts to the Quick Access Toolbar The Quick Access toolbar is located in the upper left corner of the Skynax Manager window. 1 Select File > Remote Assist Options. 2 Select a menu to Choose commands from. 3 Modify the command shortcuts for the Quick Access toolbar: To add a command, from the list of Commands, select the command and click Add. To remove a command, from the list of commands for the Quick Access toolbar, select the command and click Remove. To add a separator, from the list of Commands, select <Separator> and click Add. 8 Skynax Remote Assist Console User Guide

To change the order of commands, from the list of commands for the Quick Access toolbar, select the command and use the up and down arrows to move the command.

9 To change the order of commands, from the list of commands for the Quick Access toolbar, select the command and use the up and down arrows to move the command. To reset the Quick Access toolbar to the default settings, click Reset. 4 (Optional) To change the location of the toolbar, select Show Quick Access Toolbar below the Ribbon. 5 (Optional) To define keyboard shortcuts for specific commands, click Customize. Use the Customize Keyboard window to define keyboard shortcuts. 6 Click OK. About Advanced Settings Advanced settings control how the Remote Assist session appears on the mobile device, as well as the parameters for calling a mobile device. Advanced Settings Setting Initial Remote Screen Parameters Popup windows Application title bar Description High Color Mode provides the best graphics quality for Remote Assist sessions. Basic Color Mode improves response time for mobile device connections through a low bandwidth network. Configures the behavior of the Show Call Waiting and Show Invitation popup windows. Selects the text that appears in the title bar of the mobile device. Skynax Remote Assist Console User Guide 9

Advanced Settings (continued) Setting Initiate Call Parameters On Loss of Network Connection Description Configures the parameters for calling a mobile device.

10 Advanced Settings (continued) Setting Initiate Call Parameters On Loss of Network Connection Description Configures the parameters for calling a mobile device. Sets how long the remote display stays open after a connection is lost and whether a message appears before the remote display closes. Configure Advanced Settings You may need to configure advanced settings to optimize the efficiency of the Remote Assist session. 1 Select File > Remote Assist Options. 2 From the menu on the left, click Options. 3 Modify the necessary advanced settings. 4 Click OK. Select Information to Display in the Call Queue You can configure how inbound, outbound, and invitation calls are identified, as well as select additional information to display in the call queue. 1 Select File > Remote Assist Options. 10 Skynax Remote Assist Console User Guide

11 2 From the menu on the left, click Call Queue. 3 Click Inbound, Outbound, or Invitation. 4 Select how the Call is identified by. 5 Select the additional information that you want to display in the Call Queue and click Add. 6 Click OK. Set the Connection Profile to Access the Skynax Database You can change your connection settings each time you start Skynax Remote Assist Console. 1 Select File > Remote Assist Options. 2 From the menu on the left, click Setup Connection. 3 Set the SQL Server name, SQL Server Authentication Method, and Skynax Database name. For help, see Set Up the Connection to Your Skynax Database on page 6. 4 Click OK. Skynax Remote Assist Console User Guide 11

12 How to Start a Session Receive a Call To start a Remote Assist session, you can: receive a call from a mobile device user. A mobile device user runs the Skynax Remote Assist client application to send a support call to the Remote Assist Console operator. The mobile device user can select from a list of predefined call categories defined in Skynax Manager. For more information about creating call categories, see the Skynax Mobility Management System User Manual. initiate a call to a mobile device. A mobile device user can send a support call to a Remote Assist Console operator. 1 In the Call Queue, identify the mobile device user. 2 Accept the call: In the Inbound list in the Call Queue, double-click the incoming call. In the Inbound list in the Call Queue, right-click the incoming call and select Accept Call. In the Incoming Call popup window from the status tray, click Accept. 12 Skynax Remote Assist Console User Guide

13 The mobile device screen appears in the Remote Assist Console window. Initiate a Call A Remote Assist Console operator can call a mobile device. 1 Click Initiate Call. Skynax Remote Assist Console User Guide 13

14 2 Use the filter list to find the System Code or mobile device you want to connect to. 3 Select the System Code or mobile device and click OK. The request appears in the Outbound list in the Call Queue. This process may take several minutes depending on the size of your network and the connectivity status of the mobile device: If the mobile device is connected to the network, the session is established and the mobile device appears in the Inbound list in the Call Queue for the operator who initiated the call. If the mobile device is not online, the session is established when the mobile device connects to the network. Note: This process is transparent to the mobile device user. The mobile device user is only notified when the call is established. 14 Skynax Remote Assist Console User Guide

15 How to Manage a Session You can remotely see and control multiple mobile device desktops. To manage a session, you need to select the mobile device screen in the Remote Assist Console window. Session Actions Action Hang up a call Place a call on hold Invite another operator to a call Steps Click Hang Up. The session is closed. Click On Hold. The session is closed and the call returns to the Inbound list in the Call Queue so that other operators can accept the call. Click Send Invitation and select an operator currently logged in to Remote Assist Console. The request appears in the Inbound list in the Call Queue for the selected operator. When the operator accepts the call, both operators can access the mobile device screen and collaborate to resolve the issue. How to Manage Mobile Devices You can remotely perform almost any task on a mobile device. Mobile Device Actions Action View mobile device processes Manage files on the mobile device Steps Click Process Viewer. The list of processes running on the mobile device appears. You can select and stop any process. Click File Explorer. Remote Assist Console downloads and displays the list of files on the mobile device. This process may take a couple of minutes. You can perform these additional actions: Rename files on the mobile device Create a new folder on the mobile device Download all Skynax-related log files from the mobile device Delete files or folders on the mobile device Delete files or folders on the PC running Remote Assist Console Skynax Remote Assist Console User Guide 15

16 Mobile Device Actions (continued) Action Warm boot the mobile device Cold boot the mobile device (Windows Mobile only) Steps Click Warm Boot. The mobile device performs a warm boot. All files in persistent storage are retained through a warm boot. Click Cold Boot. The mobile device performs a clean boot. All mobile device settings are restored to their factory default values. Data on the Flash File Store and SD card is retained through a clean boot. Note: The cold boot behavior may be different for non- Intermec mobile devices. Refer to the documentation for your mobile device to understand the cold boot behavior. About the Remote Assist Console Tools Use the various Remote Assist Console tools to capture session details and interact with the mobile device and mobile device user. How to Record Video, Take Screenshots, and Paste Text You can capture session details with video or screenshots, and you can also copy text directly from your PC to a mobile device. Remote Assist Actions Action Record video Take a screenshot Paste text into a field on the mobile device Steps Click Record Video. When you are finished, click Stop Recording. The Remote Assist session is recorded and saved as an AVI file. Use one of these methods to take a screenshot: Click Copy Window. Remote Assist Console takes a screenshot of the mobile device that you can paste into another application. Click Save Window. Remote Assist Console takes a screenshot of the mobile device and prompts you to save the image as a BMP file. Copy text from your PC, select the field on the mobile device you want to copy the text to, and then click Paste Text. 16 Skynax Remote Assist Console User Guide

17 About Remote Pointers Use remote pointers to help the mobile device user navigate and for training or support purposes. Create a Remote Pointer When you create a remote pointer, you provide the pointer name and the text that appears on the pointer. 1 In the bottom left corner, click the Remote Pointers tab. 2 From the Remote Pointers menu in the top right corner, click Add Pointer ( ). 3 Enter the Remote Pointer Name and Remote Pointer Text. 4 Click OK. Remote Assist Console creates the pointer and adds it to the Remote Pointers list. Skynax Remote Assist Console User Guide 17

Edit a Remote Pointer You can change the pointer name and the text that appears on the pointer. 1 From the Remote Pointers list, select a pointer to edit. 2 Click Edit Pointer ( ).

18 Edit a Remote Pointer You can change the pointer name and the text that appears on the pointer. 1 From the Remote Pointers list, select a pointer to edit. 2 Click Edit Pointer ( ). 3 Change the Remote Pointer Name and Remote Pointer Text. 4 Click OK. Remote Assist Console updates the pointer and the updated pointer appears in the Remote Pointers list. Delete a Remote Pointer You can delete a remote pointer that you no longer need. 1 From the Remote Pointers list, select a pointer to delete. 2 Click Delete Pointer ( ). Add a Remote Pointer to a Mobile Device Display You can add one or more remote pointers to a mobile device screen in the Remote Assist Console window. 1 From the Remote Pointers list, select the remote pointer you want to apply. 2 Right-click the location on the mobile device screen where you want to place the pointer. The remote pointer appears on the mobile device screen. The mobile device user can tap the remote pointer to remove it from their screen. 18 Skynax Remote Assist Console User Guide

19 How to Improve Connection Response Time You can improve response time for connections with Windows Mobile devices. By default, Remote Assist Console uses High Color Mode. This setting provides the best graphics quality for Remote Assist sessions. However, if you are connecting to mobile devices through a low bandwidth network, you may want to switch to Basic Color Mode ( ) to improve response time. Skynax Remote Assist Console User Guide 19

Skynax. Push Messaging. Integration Guide

Skynax. Push Messaging. Integration Guide Skynax Push Messaging Integration Guide Disclaimer Honeywell International Inc. ( HII ) reserves the right to make changes in specifications and other information contained in this document without prior