Bomgar Connect Android Rep Console 2.2.9 2017 Bomgar Corporation. All rights reserved worldwide. BOMGAR and the BOMGAR logo are trademarks of Bomgar Corporation; other trademarks shown are the property of their respective owners. TC:8/31/2017
Table of Contents Connect Representative Console for Android 3 Install the Connect Representative Console on Android 4 Log into the Connect Representative Console for Android 5 Change Settings and Preferences in the Android Connect Representative Console 6 Generate a Session Key to Start a Support Session in the Android Connect Representative Console 7 View Support Sessions in Queue in the Android Connect Representative Console 9 Return to an Active Session in the Android Connect Representative Console 10 Use Jump Clients to Access Computers from the Android Connect Representative Console 11 Use Local RDP and Local VNC Shortcuts to Access Unattended Computers from the Android Connect Representative Console 12 Screen Share with the Remote Computer from the Android Representative Console 13 Screen Sharing Tools 13 Chat with the Remote Customer During a Session in the Android Connect Representative Console 15 Elevate Rights in the Customer Client from the Android Connect Representative Console 17 View a Summary of a Remote System from Android Connect Representative Console 18 Close the Session in the Android Connect Representative Console 19 CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 2
Connect Representative Console for Android This guide is designed to help you install Bomgar onto your Android device and understand the features of the Android representative console. Bomgar enables you to support your customers remotely by connecting to them through the cloud. Should you need any assistance, please contact Bomgar Technical Support at help.bomgar.com. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 3
Install the Connect Representative Console on Android The Bomgar representative console for Android is available for free download from Google Play. From your device, search Google Play for "Bomgar Representative Console" and then install the app. The Bomgar representative console is supported on Android phones running 2.2 and higher and Android tablets running 4.0.3 and higher. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 4
Log into the Connect Representative Console for Android From the login screen, enter your Bomgar site hostname, such as example.bomgarconnect.com. Then enter the username and password associated with your Bomgar user account. You can choose to have the Bomgar representative console remember your login credentials. Then touch Login. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 5
Change Settings and Preferences in the Android Connect Representative Console To manage your settings, select Settings from the menu. Play Sound Effects plays audible alerts for certain events that occur within the representative console. To prevent your screen from dimming during screen sharing, check Keep screen awake. If Scale pointer movement is checked, the remote cursor matches your finger movement on the screen. If unchecked, the cursor may lag, but its position is more accurate. With Swap scroll and pan gestures, set which of two gestures should scroll the remote mouse wheel and which should pan the screen. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 6
Generate a Session Key to Start a Support Session in the Android Connect Representative Console One method to start a support session is for your customer to submit a one-time, randomly generated session key on your public site. Depending upon your account permissions, you can generate session keys for this purpose. Select Generate Session Key from the menu to open a dialog where you can edit session key details. Set how long you want this session key to remain valid. The expiration time applies only to the length of time the key can be used to start a session and does not affect the length of the session itself. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 7
Your customer can start a session either by going to the unique URL or by entering the session key on your public site. You can copy the URL to your clipboard to send it to your customer in a text message. You also can send your customer an email invitation that contains the unique URL. You have the option to send the invitation from your email address or from a system-generated email address. After running the customer client, your customer appears in your Personal queue. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 8
View Support Sessions in Queue in the Android Connect Representative Console Session queues provide information about and access to customers who are waiting for support. The Personal queue contains customers with whom you are currently in session or who are waiting for a session with you. A waiting session appears in your personal queue if the customer initiated it by entering a session key you generated, or by selecting your name from the public site. The General queue is open to all representatives. Customers enter the General queue when they click the Connect Now button. Touch a queue name to view its sessions. Touch a session entry to view details about the support request. To begin supporting the selected session, touch the Accept button. Accepting a session opens a new page for that session. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 9
Return to an Active Session in the Android Connect Representative Console Tap on the menu. Select Active Session. Touch the session you wish to support and then touch Return. Alternatively, you can open your Personal queue and select the session you wish to support. Then touch Return. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 10
Use Jump Clients to Access Computers from the Android Connect Representative Console To access an individual computer without end-user assistance, install a Jump Client on that system either from within a session or from the Jump Clients page of the administrative interface. To locate a Jump Client, tap Jump Items from the menu. Select a Jump Group and touch the Refresh icon. You can use the Search feature to narrow your results. Once you have found the computer you wish to access, select the entry to view details. Touch the Jump button to begin a session. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 11
Use Local RDP and Local VNC Shortcuts to Access Unattended Computers from the Android Connect Representative Console To start a Local RDP or Local VNC session with a computer on your network, use a Jump Shortcut. 1. To locate a Jump Shortcut, tap Jump Items from the menu on the Jump Clients tab at the top of the screen. 2. Select a Jump Group and touch the Refresh icon. 3. Once you have found the system you wish to access, select the entry to view details. 4. Tap the Jump button to begin a session. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 12
Screen Share with the Remote Computer from the Android Representative Console From the Screen Sharing page, touch the play button at the top of the screen to request view and control of the remote system. Once the customer has granted permission, the remote desktop appears in your display. You now have full control of the keyboard and mouse on the remote system, enabling you to work on the remote computer as if you were physically present. Tap once to left-click. Double-tap to double-click. Place your finger on the cursor and drag to navigate the mouse. Double-tap an item and then drag to drag and drop. Pinch to view the remote screen at a scaled size or at its full resolution. Zoom occurs where the fingers are placed, regardless of the current pointer location. Tap with two fingers to right-click. Scroll the mouse wheel by dragging with three fingers. Tap with three fingers to toggle the keyboard. Tap and hold to locate the cursor. Screen Sharing Tools Screen Sharing Request or stop screen sharing. Help View a quick reference of screen sharing gestures. Keyboard Access the keyboard in order to type on the remote screen. Full Screen View the remote desktop in full screen mode. To return to the interface view, touch the Back key. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 13
Note: To access these tools, you may first have to touch the Options button in the upper right corner of the screen. Display Select an alternate remote monitor to display. The primary monitor is designated by a P. Performance Reboot Select the color optimization mode to view the remote screen. If you are going to be primarily sharing video, select Video Optimized; otherwise select between Black and White (uses less bandwidth), Few Colors, More Colors, or Full Color (uses more bandwidth). Both Video Optimized and Full Color modes allow you to view the actual desktop wallpaper. Reboot the remote computer without losing your connection to the support session. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 14
Chat with the Remote Customer During a Session in the Android Connect Representative Console Throughout the support session, you can chat with your remote customer. You do not need to have screen sharing permissions before beginning chat. The chat window not only records the messages and the time they were sent but also serves as a running log of everything that happens throughout the session, including permissions granted. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 15
If you receive a message while the chat area is minimized, the message appears as a semi-transparent pop-up near the bottom of the screen. Tap Chat from the menu to open the chat dialog. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 16
Elevate Rights in the Customer Client from the Android Connect Representative Console When a session starts in click-to-chat mode, only chat is available. If you wish to have access to more robust support features such as screen sharing, you must elevate the customer client. Similarly, if the downloaded customer client is running in user mode, you may not have the depth of access you need. You can elevate the customer client to run with administrative rights, as a system service. Elevating the customer client enables switching user accounts, deploying Jump Clients in service mode, and controlling protected windows and UAC dialog boxes. Elevation does not change the user context of the active user and is not the same as logging out the active user and logging back in as an administrator. To elevate the customer client, touch the Elevate option from the menu. If you possess administrative credentials to the remote computer, select Provide Credentials to supply an administrative username and password. Touch OK to elevate the client. Touch Prompt Customer to prompt the customers to allow elevation. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 17
View a Summary of a Remote System from Android Connect Representative Console The Summary page gives an overview of the remote system, including information like IP Address, Customer Name, Computer Name, and Platform. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 18
Close the Session in the Android Connect Representative Console To exit a session, touch Close Session. End Session closes the session page in your representative console. It also uninstalls the customer client from the remote system. However, it does not delete an installed Jump Client. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 19