Bomgar Connect ios Rep Console 2.2.7 2016 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:9/7/2016
Table of Contents Representative Console for ios 3 Install the Representative Console on ios 4 Log into the Representative Console for ios 5 Change Preferences in the ios Rep Console 6 Generate a Session Key to Start a Support Session in the ios Rep Console 7 View Support Sessions in Queue in the ios Rep Console 9 Return to an Active Session in the ios Rep Console 10 Use Jump Clients to Access Unattended Computers from the ios Rep Console 11 Use Jump Shortcuts to Access Unattended Computers from the ios Representative Console 12 Use 3D Touch During Remote Support Sessions 13 Setting Preferences for 3D Touch 13 Generating a Session Key Using the 3D Touch Shortcut 13 Accessing Frequently Supported Jump Items Using the 3D Touch Shortcut 15 Previewing and Reviewing Options for Active Support Sessions 16 Support Session Actions in the ios Rep Console 19 Support Session Actions 19 Chat with the Customer During a Session in the ios Rep Console 20 Elevate Rights in the Customer Client from the ios Rep Console 21 Close the Session in the ios Rep Console 23 Screen Share with Remote Computers from the ios Rep Console 24 Screen Sharing Actions 24 View a Summary of the Support Request from the ios Rep Console 25 CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 2
Representative Console for ios This guide is designed to help you install Bomgar on your ios device and understand the features of the ios 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 Representative Console on ios The Bomgar Representative Console for ios is available for free download from the Apple App Store. From your ios device, search the App Store for "Bomgar Representative Console" and then install the app. If your company uses an Enterprise App Store to distribute apps, contact Bomgar Technical Support to make the Bomgar Representative Console app available through your Enterprise App Store. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 4
Log into the Representative Console for ios 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 tap Login. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 5
Change Preferences in the ios Rep Console To change your Preferences, tap the Settings button in the upper right corner of the screen. Tap Preferences. If Automatically show chat window for new sessions is on, the chat area on the session page will automatically open when a session begins. For access to a quick help reference during sessions, turn on Shake device for help in session view. To turn on Touch ID capabilities for your site, enable the Require Touch ID to use stored credentials for this site. If Audible Alerts is enabled, your device will play audible alerts for certain events that occur within the representative console. When Absolute Mouse Pointer Position is turned off, you must place your finger on the mouse pointer and drag to move the mouse. Tap and hold to locate the mouse pointer. If this preference is turned on, you can place the mouse pointer wherever your finger touches the screen. Tap and hold to open a fly-out menu from which you can choose to left-click, right-click, or double-click. Traditional click methods still apply. 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 ios Rep 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. Tap the Session Key button at the top of the screen. This will open a menu from which you can edit the 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. You also can select the public portal through which you want your customer to enter the session. 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 will appear 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 ios Rep 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 will appear 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. If allowed to use the feature, start supporting the oldest queued session in your team queues by tapping the Get Next button. Tap a queue name to view its sessions. Tap a session entry to view details about the support request. To begin supporting the selected session, tap 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 ios Rep Console To return to a session you are already supporting, open your personal queue and select the session you wish to support. Tap 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 Unattended Computers from the ios Rep Console Note: If you need to access Jump Items when no user is available, make sure the session permissions are set either to disable prompting or to default to Allow for unattended sessions. 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. Your account permissions determine if you can Jump using Jump Clients, as well as which Jump Clients you can access. Permissions also determine if you can create and modify Jump Clients and, if so, whether you can do so only from the administrative interface or also from within a session. To locate a Jump Client, select a location and tap Refresh. 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. 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 11
Use Jump Shortcuts to Access Unattended Computers from the ios Representative Console To access an individual computer without end-user assistance, install a Jump Shortcut for that system within the representative console or from the Jump Clients page of the /login administrative interface. 1. To locate a Jump Shortcut, tap on the Jump Clientsoption at the bottom of the screen. 2. Select a location and touch the Refresh button. 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
Use 3D Touch During Remote Support Sessions 3D Touch is a pressure sensitive feature found in the following ios devices: iphone 6s iphone 6s Plus With this feature, you can apply different amounts of pressure to the screen display to make use of the Peek and Pop actions. These actions allow you to preview content and execute commands from your iphone 6s/6s Plus device without having to fully open an application. To learn more about 3D Touch, Peek, and Pop, please see 3D Touch. The Next Generation of Multi-Touch. You can use 3D Touch to easily access Jump Items and seamlessly transition between support sessions. Please see the sections below to learn more about the different ways that 3D Touch allows you to multitask during support sessions. Setting Preferences for 3D Touch For the 3D Touch feature, there are two system preferences that can be enabled. While in the ios Mobile Representative Console, access the Preferences menu by tapping the hamburger icon located in the top right corner of the screen and selecting Preferences. Descriptions of the preferences can be found below: Show the "Generate Session Key" shortcut item: This preference allows you to display a Generate Session Key option while tapping and holding down the ios Mobile Representative Console app icon. Reset the Jump Item Quick Actions for this site: This preference allows you to clear the frequently used Jump Items list found when tapping and holding down the ios Mobile Representative Console app icon. Generating a Session Key Using the 3D Touch Shortcut Note: Make sure that the preference Show the "Generate Session Key" shortcut item is enabled within the ios Mobile Representative Console. If this preference is not enabled, the top four most frequently access Jump Items will appear. From your iphone Home display, you can easily generate a session key for your customer by following the steps below. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 13
1. Press and hold the ios Mobile Representative Console app icon, and a list of your frequently accessed Jump Items and the Generate Session Key option appears. 2. From the list, tap the Generate Session Key option. 3. The session key information appears, allowing you to direct customers to initiate a session by entering the session key on your support portal, tapping on the unique session key URL, or accepting an invitation to connect. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 14
Accessing Frequently Supported Jump Items Using the 3D Touch Shortcut Using the 3D Touch shortcut, you can quickly access up to three of your most frequently supported Jump Items from the iphone Home display. Follow the steps below. 1. Press and hold the ios Mobile Representative Console app icon, and a list of your frequently accessed Jump Items appears. Note that you will have to apply extra pressure to the screen to see the Jump Item options. 2. From the list, tap the Jump Item you wish to access. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 15
3. Immediately, a session should initiate with that Jump Item. Previewing and Reviewing Options for Active Support Sessions To assist representatives with multitasking, the 3D Touch feature enables representatives to preview support sessions with Jump Items. After you have initiated a session and placed the session on Hold, you can preview or navigate back to the session using Peek and Pop actions. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 16
1. From the Session Queues page, locate the queue where the session resides and tap the queue. 2. Once you have tapped the queue, a list of all active sessions appears. To preview a specific session, tap and lightly press on your selection until the session comes into view. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 17
3. While continuing to press on the screen, swipe upward to see more options. The options include transferring the session, returning to the session, leaving and holding the session, and closing the session. Note: If you do not press with enough force or for enough time, the preview will not appear, and instead, the Session Information page will appear. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 18
Support Session Actions in the ios Rep Console When you first begin a support session, a new screen opens. Session actions are available at the top of the screen. Support Session Actions Elevate a click-to-chat session to the full customer client, or elevate the customer client to have administrative rights. To elevate to administrative rights, administrative credentials must be provided by you or the customer. 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. Elevation to admin rights is currently available only for Windows and Mac computers. Transfer control of the session to the General queue. Close your session page entirely. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 19
Chat with the Customer During a Session in the ios Rep Console Throughout the support session, you can chat with your remote customer. You do not need to have screen sharing permissions before beginning chat. If you receive a message while chat is closed, the chat icon will display the number of messages waiting. On an ipad, the icon will also flash. Tap the chat button to open or close the chat area. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 20
Elevate Rights in the Customer Client from the ios Rep Console When a session starts in click-to-chat mode, only chat will be 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, tap the Elevate button. If Prompt Customer is selected, tap OK to send a request to the customer to enter administrative credentials for their computer. To select an alternate means of elevation, tap Elevation Method and then select the method you wish to use. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 21
If you possess administrative credentials to the remote computer, select Specific User to supply an administrative username and password yourself. Tap OK to elevate the client. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 22
Close the Session in the ios Rep Console To exit a session, tap the X in the upper right corner of the screen. End Session closes the session page in your representative console. It also uninstalls the customer client from the remote system. However, it will not delete an installed Jump Client. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 23
Screen Share with Remote Computers from the ios Rep Console From the Screen Sharing page, tap the play button 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. OR If absolute mouse pointer position is turned on in your settings, place the mouse pointer wherever your finger touches the screen. 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. OR If absolute mouse pointer position is turned on in your settings, tap and hold to open a fly-out menu from which you can choose to left-click, right-click, or double-click. On an ipad, if enabled in your settings, shake the device for a quick reference of screen sharing gestures. On an iphone, to access more screen sharing tools, tap the Action button in the upper right corner of the screen. Tap View Gesture Help for a quick reference of screen sharing gestures. Screen Sharing Actions Request or stop screen sharing. Select an alternate remote monitor to display. The primary monitor is designated by a P. 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). Reboot the remote computer without losing your connection to the support session. Access the keyboard in order to type on the remote screen. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 24
View a Summary of the Support Request from the ios Rep 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 25