Bomgar Representative Console 12.1 for iPhone

Bomgar Representative Console 12.1 for iPhone
Representative Console for iPhone
Bomgar 12.1
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Thank you for using Bomgar.
At Bomgar, customer service is a top priority. Help us provide you with excellent service. If
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Representative Console for iPhone Bomgar 12.1
Table of Contents
Guide to the Representative Console for iPhones
4
Installing the Representative Console on an iPhone
5
How to Use the Representative Console for iPhone
6
Settings
8
Session Keys
10
Support Session Queues
12
Active Sessions
14
Jump Clients
15
Team Chat
16
Support Session Overview
17
Support Session Tools
18
Elevate Customer Client
19
Transfer Session
21
Share Session
23
Invite External Representative
25
Remove Rep
30
Add Bomgar Button
31
Pin Jump Client
35
Close Session
38
Chat
40
Screen Sharing
Screen Sharing Actions
41
41
System Information
42
More
43
Summary
44
Notes
45
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Representative Console for iPhone Bomgar 12.1
Guide to the Representative Console for iPhones
This guide is designed to help you install Bomgar onto your iPhone and understand the features of the solution. Bomgar enables
you to support your customers remotely by connecting to them through the Bomgar Appliance.
Use this guide only after you have performed the initial setup and configuration of the Bomgar Appliance as detailed in the
Bomgar Appliance Hardware Installation Guide. Once Bomgar is properly installed, you can begin supporting customers
immediately. Should you need any assistance, please contact Bomgar support at www.bomgar.com/support.
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Installing the Representative Console on an iPhone
The Bomgar Representative Console for iPhone is available for free download from the Apple App Store. From your iPhone,
search the App Store for "Bomgar Representative Console" and then install the app.
To run the Bomgar Representative Console on your device, your Bomgar Appliance must be running software version 12.1 or
later. The Bomgar Representative Console is supported on iPhones running Apple iOS 4.3 and higher.
IMPORTANT: Your Bomgar Appliance must be
equipped with a valid SSL certificate signed by a
certificate authority. Bomgar does not support using
self-signed certificates for the iPhone Representative
Console. Once you have applied a CA-signed SSL
certificate to your Bomgar Appliance, contact
Bomgar support. Your support representative will
create a new software build that integrates your SSL
certificate. With this updated build installed on your
appliance, you can run the Bomgar Representative
Console on your device to provide remote support
from virtually anywhere.
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How to Use the Representative Console for iPhone
From the login screen, enter your Bomgar site hostname, such as support.example.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.
Alternatively, if you have been invited by another representative to join a session one
time only, tap Authenticate Using and select Session Key.
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Enter the session key provided with your invitation and then tap Login.
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Settings
To change your settings, tap the Action button in the upper right corner of the screen.
From this page, you can generate a key to start a session with a remote customer. In
addition to configuring your preferences, you can choose if your display name should
appear in the list of logged in representatives on the public site. You also can log out of
the representative console.
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Tap Preferences. For access to a quick help reference during sessions, turn on Shake
device for help in session view.
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Session Keys
One method to start a support session is for your
customer to submit a one-time, randomly generated
session key on your public site. Dependent upon your
account permissions, you can generate session keys
for this purpose. Tap the Actions button at the top of
the screen, and then tap Generate Session Key. 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.
[Enterprise licensing only.]
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You also can select the public portal through which you want your customer to enter the
session.
[Enterprise licensing only.]
Direct your customer either to go to the unique URL or to enter the session key on your
public site. You can copy the URL to your clipboard to send it to your customer in an
instant message.
You also can send your customer an email invitation that contains the unique URL.
After running the customer client, your customer will appear in your personal queue.
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Support Session Queues
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 specifically. A waiting session will appear in your
personal queue if it was transferred to you or if the customer initiated it by entering a
session key you generated, by selecting your name from the public site, or by clicking a
Bomgar Button tied to you.
You will also have queues for any teams of which you are a member. Additionally, your
administrator may enable a General queue, which is open to all allowed representatives.
If a customer initiates a session by selecting an issue type from an issue submission form,
that customer will enter a specific team queue based on which team owns that issue. A
customer will also enter a team queue if he or she clicks a Bomgar Button tied to a team. If
a session is not destined for either a specific team or representative, it will enter the
general queue. A session may also enter a queue if it is intentionally transferred or if the
representative's connection is lost in the middle of a session.
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.
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Alternatively, you can transfer a session to another queue. When viewing a session's
details, tap the Transfer button. Browse the list of available teams and Embassies or
search for a specific team or Embassy name. Select the queue to which you wish to
move the session. Then tap the Transfer button.
You also may transfer a session to another representative's personal queue. Tap the
Representative button at the bottom of the menu. Locate the representative by
browsing or searching, and select his or her name. Then tap the Transfer button.
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Active Sessions
To return to a session you are already supporting, open your personal queue, tap the
session you wish to support, and then tap Accept.
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Jump Clients
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
may disallow you from using Jump Clients, or you may
be allowed to Jump but not to deploy the clients
yourself. You also may be allowed to pin clients to your
personal queue or only to one of your team queues.
You may be disallowed to set passwords, or you may
be allowed to access all Jump Clients without needing
a password.
Jump Clients are grouped according to who can
access them – only the representative who created
them, a particular team, or all representatives. To
locate a Jump Client, select a location. 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. Depending on the permissions your administrator
has set for your account, the end-user may be prompted to accept or deny the session.
If no response is received within a defined interval of time, the session will either start or
cancel as set in your account permissions.
Note: If you need to access Jump Clients when no user
is available, make sure your account permissions are
set either to disable prompting or to default to Allow.
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Team Chat
From the Team Chat tab of the representative console, you can chat with other logged-in representatives. If you are a
member of one or more support teams, select whichever team you would like to chat with. You can chat with all members of
that team or select a name from the list of representatives to chat with just that one. If your administrator has enabled a general
queue, you also can chat with representatives across all teams.
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Support Session Overview
When you first begin a support session, a new page will
open. Depending on your settings, you will start on
either the chat or screen sharing page.
If enabled in your settings, shake the device for a quick
reference of screen sharing gestures.
To access session tools, tap the Actions button at the bottom of the screen.
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Support Session Tools
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. To interact with UAC prompts in Vista or above, the customer client must be running
in elevated mode. This feature is currently available only for Windows and Mac computers.
Transfer control of the session to another team or representative. Alternatively, invite another
representative to participate in a shared session. If you are the session owner of a shared session, you can
remove another representative at any time.
If permitted, install a Bomgar Button on the remote desktop or BlackBerry or remove a previously installed
Bomgar Button. The customer can click the Bomgar Button to start a support session quickly and easily.
If permitted, install a Jump Client on the remote computer, enabling you or your teammates to access
that system later without end-user initiation. Uninstall the client if you no longer need unattended access
to that system. Currently, Jump Clients cannot be installed on mobile devices.
Close your session page entirely. If you have ownership of the session, you can either uninstall the
customer client from the remote machine or leave the session in queue.
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Elevate Customer Client
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. Additionally, to interact with UAC prompts in
Windows Vista or above, the customer client must be running in elevated mode.
To elevate the customer client, tap the Actions button and then tap Elevate Privileges.
If Prompt Customer is selected, tap OK to send a request to the customer to enter
administrative credentials for his or her computer.
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To select an alternate means of elevation, tap Elevation Method and then select the
method you wish to use.
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.
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Transfer Session
To transfer a session to another team or
representative, tap the Actions button, and then tap
Member Actions.
From the menu, select Transfer Session.
Browse the list of available teams and Embassies or search for a specific team or
Embassy name. Select the queue to which you wish to move the session. Then tap the
Transfer button.
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You also may transfer a session to another representative's personal queue. Tap the
Representative button at the bottom of the menu. Locate the representative by
browsing or searching, and select his or her name. Then tap the Transfer button.
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Share Session
To share a session with another representative, tap the
Actions button, and then tap Member Actions.
From the menu, select Share Session.
Locate the representative with whom you wish to share the session by first selecting a
team or Embassy to which the representative belongs. Either browse the list of available
teams or search for a specific team name. Tap a team name to view its members.
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Browse or search for the representative, and select his or her name. Then tap the Share
button.
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Invite External Representative
Alternatively, you can share a session with a
representative who does not have an account on
your Bomgar Appliance. To invite an external
representative to join a session one time only, tap the
Actions button, and then tap Member Actions.
From the menu, select Share Session.
Tap Invite External Representative.
A menu will open, allowing you to customize the
invitation and create a representative session key.
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Tap Security Profile to access a list of available representative profiles. These profiles are
created in the administrative interface and determine the level of permission the
external representative will have. When you select a profile, the list will close, and the full
description will display beneath the selected profile.
Enter the representative’s name. This name will appear to the customer and in reports.
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Next, tap Comments to enter details about why this representative has been invited.
When finished, tap Create Key.
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A menu containing the session key and direct URL will appear.
To select the public site through which the external representative should connect, tap
Public Portal.
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For the external representative to join the session, he or she will need to submit the session
key on your public site or go to the direct URL.You can copy and paste the session key or
the URL, or you can email the URL.
The external representative must download and run the representative console; this
installation is an abbreviated process of the full representative console installation.
An invited representative has access only to the session tab and has a limited set of
privileges. He or she can never be the session owner. If the primary representative leaves
the session and no other licensed representatives are participating, the external
representative is automatically logged out.
You can invite more than one external representative to a support session. Be aware that
each external representative does allocate a Bomgar license.
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Remove Rep
To remove another representative from a shared
session, tap the Actions button, and then tap Member
Actions.
From the menu, select Remove Rep.
Select the representative you wish to remove. Then tap the Remove button. You must be
the owner of the support session to remove another representative.
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Add Bomgar Button
While in a session, you can deploy a Bomgar Button to the remote computer, providing a
quick method for your customer to request support.
To begin, tap the Actions button, and then tap Deploy Bomgar Button. This will open a
menu from which you can edit the Bomgar Button details.
To edit the description, touch the Description entry and modify the text.
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Tap the Profile entry to open a list of Bomgar Button profiles from which you can select.
[Enterprise licensing only.]
Next, tap Queue to select the queue to which this Bomgar Button should link. Once the
Bomgar Button is deployed, your customer can use it to directly enter the queue
specified here.
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To set how long this Bomgar Button should last, tap Expiration. The customer can use this
button to start sessions only as long as this specified time. This time does NOT affect how
long the installer remains active or how long a session can last.
After you have set the details for this Bomgar Button, tap Add. This creates a Bomgar
Button on the remote user's system. Your customer can now use the Bomgar Button to
quickly request support.
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You also may delete the Bomgar Button from the remote system. Tap the Actions button,
and then tap Remove Bomgar Button. When prompted to confirm that you want to
uninstall the Bomgar Button, tap Yes.
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Pin Jump Client
While in a session, you can pin a Jump Client to the remote computer, enabling later
unattended access to that system. To begin, tap the Actions button, and then tap Pin
Jump Client. This will open a list of queues to which you are allowed to pin the Jump Client.
From the list of available queues, select the queue to which you wish to pin the Jump
Client. Pinning the Jump Client to your personal queue means that only you can access
this remote computer through its Jump Client. You also can choose to pin the Jump Client
to the general queue to allow access to all representatives or to a specific team to allow
access only to those team members.
If you wish to pin the Jump Client without setting a password, you can tap Pin now.
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Alternatively, you may set a password for this Jump Client. This will require anyone who
wishes to access the Jump Client to enter the correct password before gaining access
to the remote system. Enter the desired password and then tap Pin.
Confirm the password you have set, and then tap OK.
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If you no longer need unattended access to a remote system, you can remove the Jump
Client. Tap the Actions button, and then tap Unpin Jump Client. When prompted to
confirm that you want to uninstall the Jump Client, tap Yes.
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Close Session
To exit a session, tap the Actions button, and then tap the X at the bottom of the menu.
You will have one or more options for exiting the session.
If you are the session owner, End Session closes the session page in your representative
console and removes any additional representatives who may be sharing the session. It
also uninstalls the customer client from the remote system.
If you choose Hold Session, your session page will close, but the session will return to wait
in your personal queue. If any additional representatives are sharing the session, they will
remain in session.
If you are not the session owner, tapping Leave Session will simply remove you from the
session. The session will continue to be supported by the session owner.
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If a Jump Client is installed on the remote system, you may leave or hold the session. The
Jump Client will not be uninstalled.
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Chat
Throughout the support session, you can chat with your remote customer. You do not
need to have screen sharing permissions before beginning chat.
If one or more representatives are sharing the session, you can choose to chat with all
participants or to select one name – customer or representative – for a private chat. Tap
the Action button at the top of the chat area. From the menu that appears, select chat
members.
The chat window not only records the messages and the time they were sent; it also
serves as a running log of everything that happens throughout the session, including
permissions granted.
If you receive a message while the chat page is closed, the chat icon will
display the number of messages waiting. Tap the chat button to open or
close the chat area.
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Screen Sharing
From the Screen page, tap 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 will appear in your display. You will have full mouse and keyboard control of the
remote system, enabling you to work on the remote computer as if you were really there.
Tap once to left-click, or double-tap to double-click. Place your finger on the cursor and
drag to navigate the mouse. To drag and drop, double-tap an item and then drag. Pinch
to view the remote screen at a scaled size or at its full resolution. To right-click, tap with
two fingers. Scroll the mouse wheel by dragging with th ree fingers. Tap with three fingers
to toggle the keyboard.
To access more screen sharing tools, tap the Action button in the upper right
corner of the screen.
Screen Sharing Actions
Request or stop screen sharing.
Select an alternate remote monitor to display. The primary monitor
will be designated by a P.
View the remote screen in 2-bit gray scale for the lowest
bandwidth consumption, 8-bit color for fast performance, 16-bit
for a medium quality of image and performance, or 32-bit for the
highest image resolution.
Perform a special action on the remote system. Based on remote
operating system and configuration, available tasks will vary.
When operating in elevated mode, some actions can be run in
System context. Alternatively, provide an administrative user's
credentials to perform a special action in that user context.
Reboot the remote computer without losing your connection to
the support session.
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System Information
Privileged representatives may view a complete snapshot of the remote device or computer’s system information to speed
time to diagnosis and issue resolution. The system information available varies depending on the remote operating system and
configuration.
Select successive category names to access the data you wish to view. To return to the previous category, tap the Back
button.
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More
Tap More to view items for which there is not room in
your bottom toolbar. To change the items that are
hidden, tap Edit.
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Summary
The Summary page gives an overview of the remote system, including any information
the customer may have provided in the issue submission form.
Depending on your account permissions, you may have the option to lock the remote
computer when the session closes. When you have been working on an unattended
system, for example, locking the computer is recommended to prevent unauthorized
users from viewing private information.
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Notes
Add notes about the session. If the session is shared or transferred, these notes can be
submitted by one representative and pulled by another for a quick, private review of the
situation. These notes will also be available in the session report. Notes can be added
both during the session and also after the remote connection has been terminated.
Tap the Plus button to add a new note; when finished, tap Save. Tap the Arrow button to
pull notes added by other representatives.
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