Foreword. 1 How to Login to Your Account 2 Activate Key. Remote Support Remote Access. Web Conference 4 Hosted Service. How to Write Filters

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2 Contents 2 Table of Contents Foreword 0 Part I How to Login to Your Account Activate Key Products 7... Remote Support 9... Remote Access 9... Live Chat 9... Web Conference Hosted Service Users How to Write Filters Reports My Profile License Server License Servers... Packets... Reports... License Index

3 1 3 Here is a quick introduction to the ISL Online Website. The ISL Online website is split up into 2 sections. ISL Online Website - w w w.islonline.com ISL Online Products Area - w w w.islonline.net ISL Online is based on cloud computing technologies. Our dedicated servers are running in over 50 data centers all around the world. Sessions can include anything from desktop sharing, live chat to web conferencing and always work with optimal speed and performance. For more information on each of the 4 products please see the corresponding manuals. ISL Light (Remote Support) ISL Alw ayson (Remote Access) ISL Pronto (Live Chat) ISL Groop (Web Conferencing) 1.1 How to Login to Your Account The ISL Online account is the place you go to start ISL Online Products, change your account settings, register the ISL Online Domain, add users to your account and configure Server License Packets. The process to access the My Account area of the ISL Online w ebsite is show n below : 1. The most straight forward way to login to the ISL Online account is to go to and click on the Log In link at the top right side of the website as shown in the screen shot below.

4 4 Direct Link to the Login page: If you are already logged into your ISL Online Account then instead you need to click your login/username which gives you a drop down with the option to access My Account. Other options include: Preferences, Activate Key, Hosted Service, Server License, Log out.

5 5 2. Enter your login details into the relevant boxes as shown in the screen shot below. 3. Once you have logged into the ISL Online Account you will be taken to the Hosted Service>My Profile page.

6 6 To view more info on the Hosted Service page click here. 1.2 Activate Key When you purchase a license from ISL Online. You will be given a unique activation key (normally this is activated by the ISL Online Team). To activate the account manually follow these simple steps. 1. Select the Activate Key from the drop down.

7 7 2. Enter the code and click Continue. If you enter an incorrect code you will receive this error message. Once the account has been activated you will notice when you view the License section of My Account the status for Subscription/.Pay Per Use coupon will change to Active: Yes. 1.3 Products The ISL Online product suite is made up of 4 Products. For more information on how to use the products please click on the following links. You will be sent to the manuals for the chosen product. ISL Light (Remote Support) ISL Alw ayson (Remote Access) ISL Pronto (Live Chat) ISL Groop (Web Conferencing) The 4 products can be used individually and are available to both hosted license and trial users. The trial account gives you access to the full features of the product suite. In order to use the 4 products you first must login. Click here for more information on how to login to your ISL

8 8 Online Account. Once you have logged into your ISL Online Account you will notice the 4 products below the website header buttons as shown in the screen shot below. For more info on ISL Online products please read through the following: Remote Support Remote Access Live Chat Web Conference

9 Remote Support The remote support section allows you to start ISL Light remote desktop sessions with your clients using ISL Light Desk. To start a remote desktop support session click on the Start New Session option as shown below. For more information on how to run ISL Light remote support click here Remote Access Remote Access allows you to access your PC's remotely from an external device such as a computer at home, abroad or even from remote sites. Basically you can access any of your online computers remotely from any PC where you have access to the internet and your ISL Online account. You can also wake computers that are on a network so you can access them. For more information on Wake-On-Lan click here Live Chat ISL Pronto live chat allows you to start communicating with your website visitors. You can install the chat client on your supporters computers and put a button on your website to allow customers to start chatting to a member of your team. As a supporter you can send files your customer, start remote desktops to offer instant remote support, invite multiple supporters into the chat from different departments, chat privately to those supporters in chat that your customer does not see, view chat history, send pre canned responses and save chat transcripts for reference after you have finished with your customer. To setup ISL Pronto Live Chat you need to first read through the manual. Direct link to ISL Pronto Manual.

10 Web Conference Web Conferencing is a client-server solution, designed to support communication and real-time content delivery for group work. Imported or created content is saved as a slide in a shared workspace. ISL Groop allows users to draw and comment on slides created or imported slides, talk to each other using integrated VoIP and video and chat to each other either as a group or privately to one another. Once you have created your meeting using the wizard you will notice it appears in your Meeting List. For more information on how to create Meetings/Webinars and all the key features of the ISL Groop web conferencing program please click here to see the manual. 1.4 Hosted Service Once you have logged into your ISL Online Account The Hosted Service section is loaded by default. If you are currently on a different section of the Account for example Server License then a quick way to enter the Hosted Service section is shown below. Using ISL Online as a hosted service (ASP Subscription or PayPerUse Coupon), a secure connection is established through the ISL Grid - ISL Online's massive network of servers worldwide. Therefore, you don't

11 11 need to install or configure anything. Once registered with us, you are able to connect to a remote computer and immediately put every single first-class ISL Light feature to profitable use. There are 4 parts to the hosted service section: Users Reports My Profile License Users The users section is split into two modes. Simple and Advanced. The Simple Mode is active by default when you setup your ISL Online Account. Below is an example of what you see within Simple Mode.

12 12 To enter the Advanced Mode you have to Register your ISL Online Domain. 1. Click the red button or blue link (shown in the screen shot above).

13 13 2. Enter your desired ISL Online Domain name (specific to ISL Online products only). 3. Click Change to confirm. Below is an layout example within Advanced Mode.

14 14 Within the Advanced Mode you can add new users (you can configure unlimited amount of users within your account) and if you are interested in adding ISL Pronto Live Chat to your website, this is where you configure ISL Pronto settings.

15 15 You can also view some info about the selected users access permissions and some other important info as shown in the above screen shot. In the ISL Light limitations section you can see whether you have any IP/MAC Address filters set. To create these filters click here to view the How to write Filters topic To add a new user:

16 16 1. Click Add New User (as shown in the screen shot above). 2. Type in the user name information into the form. 3. Click Add User to complete. The Domain Settings Option.

17 17 If you click on the Domain settings option from within the Users section you can select a few options. Limitations: Set ISL Light IP/MAC filters the admin user. Customizations: Apply an ISL Light Desk or ISL Light Client customization to the account. Change Name: Change the name of the domain. Delete: Delete the domain returning to "Simple Mode" Once you have created a new user within the account it will appear in the username List. You can set actions for each user Limitations:

18 18 Username: Selected Users username User account enabled: Yes/No Max active sessions: Enter desired number Desktop sharing enabled: Yes/No File Transfer enabled: Yes/no Video plug-in enabled: Yes/No Audio plug-in enabled: Yes/No Remote Printing enabled: Yes/No ISL Light IP/MAC filter: Enter your desired filter into the box provided. For more information on filters please click here 2. Customizations: Select from the drop down the desired ISL Light Desk and Client customizations applied to your account. 3. " More" Drop dow n: Change Password Forgot Password Change Contact Delete User Change Passw ord:

19 19 If you enter an incorrect password it will display an error message. Forgot Passw ord: By default the users address will be displayed in this window. Click Send Passw ord to send a password reminder to this address. Change Contact: 1. From the Main users page click on Change Contact.

20 20 2. To confirm you wish to change the contact details click on the Change contact button. Click Change to confirm you wish to select the desired options chosen to limit to return to the Main Users contact details page. Delete Domain: To delete the Domain name and return to simple mode click on the delete option from the more drop down. Click the Confirmation box Delete domain to confirm you wish to return to simple mode. NOTE: Make sure you read through the disclaimer before confirming How to Write Filters You can enter access filters for connections made by the selected user. This will allow you to set certain limitations, based on the IP and/or MAC address. This will allow you to set certain limitations, based on the IP and/or MAC address. Each filter definition consists of pairs of filter name and filter descriptions. Pairs are delimited with a new line or using the ; character. Filter syntax :

21 ( a l l o w_ d e n y _ ) ( a l l i p ma c ) <f i l t e r d e s c r i p t i o n 1 >... ] <f i l t e r des c r i pt i on> 21 [ ; ( a l l o w_ d e n y _ ) ( i p ma c ) First part of the pair begins with allow_ or deny_ and is followed by ip or mac (applying IP or MAC filtering). The second part (filter_description) depends on the filtering type - either an IP address/subnet/... or a MAC address using the aa-bb-cc-dd-ee format. When accessing a computer, its access rules are read from the top down and stop immediately when a rule is matched, whether it is allow or deny. If it gets to the bottom of the list, deny_all is implicitly used - i.e. if all the rules fail to match and it gets to the bottom of the list, access is denied. This means that you do not need to append deny_all to your list. Ex ample: deny _i p a l l o w_ i p / a l l o w_ ma c d c 9 This will allow connections from any IP in the * subnet except coming from the d1-06-c9 MAC address with any IP. Important: IP and MAC addresses can be spoofed, so filters alone are not a substitute for a strong access password! Reports From within your ISL Online Account you can view detailed reports on products such as Remote Support, Live Chat, Web Conferencing. You can also view detailed analysis on your account by choosing from License Usage, Pay Per Use and Account History. When you highlight over a report it will highlight meaning by a single click you can load your desired report.

22 22 Ex amples of all available reports are show n below : 1. Remote Support - ISL Light Usage report:

23 23 2. Live Chat - ISL Pronto Usage Report:

24 24 O2O = Operator to Operator. V20 = Visitor (Web Visitor) to Operator 3. Web Conference - ISL Groop Usage Report:

25 25 4. License Usage - View License Usage Statistics: 5. PayPerUse - View your minutes available:

26 26 6. Account History - View key activation history:

27 27 7. Active Connections - View your current running sessions:

28 My Profile To view the Account Details click on the My Profile page. The data shown on this page is important since it gives you information regarding your current subscription.

29 29 Username: ISL Online Account (if domain is activated then it will show \\D o m a in \U se rn a m e) Users address Full Name: Your full name Nick name: Your chosen nick name Subscriptions: What subscriptions you are registered to Additional settings: (See screen shot below)

30 30 Change Profile: Click here to change your users address and full name.

31 31 Change Passw ord: Click here to change your password to something new. Change Subscriptions: Click here to change what you are subscribed to.

32 32 Change Language: Click here to change the language used on the accounts page. Change Time Zone: Click here to change the current timezone.

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34 License Details relating to your accounts License can be found here: Active Connections: This is where you can access the License Usage. If you have activated the ISL Online domain and you have sub users in your account you will be able to see currently active connections here. You can also terminate any sessions if required.

35 35 If there are no active licenses in use then you will see the message as shown above. Subscription: Tells you the current information relating to your ISL Online Account. You can see if it is active what date the subscription is set to expire, the amount of licenses you can use on your account and if you have activated your account with the multi session option. Pay Per Use Coupon: If you have purchased the pay per use coupon from ISL Online then this will give you information relating to expiry date and minutes that are available. License Ow ner Information: This is where you find information relating to your ISL Online account., what ISL Online local partner you are connected to and the ability to change the address of the main account if necessary. You may also change any of the account information by selecting the Change Information option. This will open up the page as shown below where you can change/enter your most up to date information. Click Save to continue.

36 36 Subscribe Now : If you click this option you will be taken to the shop page where pricing will be shown for the SaaS subscription costs. Options like Multi session and Premium support are available and payment options are also shown. Buy Now : If you click this option you will be taken to the shop page where pricing will be shown for the Pay Per Use coupon. Payment options are also shown. Change

37 37 Change Local Partner: Click here to change your local partner. 1.5 Server License For Server License users you will need to click on the Server license option from the drop down menu (as shown below).

38 38 Server License allows you to set up your own ISL Conference Proxy server (or a grid of servers) and use it as a connecting point for ISL Online products instead of our ISL Grid. You should be familiar with network and server administration in order to install and configure it properly. This setup enables you to use ISL Online products within your company's private environment, keeping all data on your own servers. If your company has special privacy and security requirements (e.g. insurance companies, banks), then this is the perfect solution for you you have everything under control (user data, session history etc.) and you can even set up a closed environment for using ISL Online products within your local network - your server that runs ISL Conference Proxy does not need internet connection, you can update it manually when needed. To activate the 30 Day Server License free trial you will need to read the through the important note to confirm you meet the minimum requirements.

39 39 Once you have activate the trial, you w ill notice 4 tabs to the Server License section: Servers Packets Reports License Servers Now that you have activated the server license free trial you can start to add your servers and create packets. First you need to add a server. Follow these instructions to find out how its done. 1. Click on the Add Server option in order to create the server. 2. Type in the server name, Outer IP Address or DNS Name and if appropriate, the Inner IP Address.

40 40 3. Your newly created server now appears in the servers list. 4. Please continue to Create Packet Chapter.

41 Packets First you will need to click on the Create a new packet option. There are two on the main servers section (as shown below). Within the Create Packet page you will be asked to enter the IP/DNS names of the server you wish to setup ISL Conference Proxy on. 1. First you need to enter the Outer and Inner IP/DNS names into the two boxes you wish for the ISL Conference Proxy server to be set to..

42 42 2. Select the Server and Release of ISL Conference Proxy you wish to install. 3. Check the details you have entered are OK and enter any comments into the comments box provided in case you wish to know certain information/criteria you may have applied to this packet at a later date. 4. Click Create Packet to complete the process.

43 43 5. Once you have created the packet you will see the information relating to the packet or any other packets you may have created in the Packets tab. 6. You will be presented with a list of packets. Your newly created packet will be on top. 7. You can find some information about the created packet, such as address, license expire, active connections and ESS expire. Below you will see two files: Readme.html and confproxy-3-4.license. Please download those two files to your computer. Readme.html file contains installation instructions and confproxy-3-4.license is your license file. If you have more than one server, please repeat the procedure for each server. Note that each server gets its own license file. Please continue to History Chapter Reports You can view a report of your created packets with important information relating to that packet. You can sort the viewable data between Normal (most important), Verbose (extended data) and All (All history on the account).

44 License To view information about the account license details you can click on the License tab. The information displayed on this page can be edited at any time and if you are on trial and you wish to purchase a license then you can simply click the Buy License option to purchase a life time license.

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