Software Development Kit for ios and Android

Transcription

1 Software Development Kit for ios and Android With Bomgar's software development kit for mobile devices, your developers can integrate your mobile app with Bomgar to provide faster, more thorough support for your app.the Bomgar mobile SDK is a library which, when included in your application, enables remote access and troubleshooting of your app. To obtain the mobile SDK package, contact your account manager or submit a request to Sales at The Bomgar mobile SDKs support Android 2.3+ and ios Once you have embedded the Bomgar SDK into your app, your app can integrate with the Bomgar Appliance, allowing you to support your app in-depth. Your application can leverage each of these features through the APIs offered by the SDK: In-App Session Start Start a session from within the app using a session key or an issue code name. Chat Chat with your remote customer without leaving your app. Application Screen Sharing View your app on the remote device. Custom Special Actions Send custom commands to your app to speed your support processes. Using the SDK, connect a special action to any operation your app can perform, such as activating debug mode in the app, switching to a setting screen, extracting a log file, changing a general setting, clearing a local cache, and so forth. File Transfer Transfer files to and from the remote device. In ios, access the app's sandbox. In Android, access the app's sandbox and the remote SD card.* Custom System Info Get custom information about your app (version, last sync time, memory footprint, etc.) and the remote device (GPS location, battery strength, etc.). Any information the app can access can be sent to the representative console as system information.* *The available functionality depends on the permissions of the app. File transfer to the SD card on Android requires that the app have permission to access the SD card. Additionally, if, for example, sending GPS information back from either platform via custom system information, the app must have permission to access the GPS so it can provide the information to the Bomgar SDK. Any data generated in or available to the app can be sent via custom system information. CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 1

2 Getting Started with the ios SDK Note: All strings must be defined as UTF-8 or will be converted to UTF-8. Quick Start Instructions 1. Drag the BomgarSession.framework to your project. 2. When prompted, check the box for Copy items into destination group's folder (if needed). 3. Use -all_load or -force_load along with -ObjC in your Other Linker Flags build settings for the reasons discussed in Technical Q&A QA1490. The latest versions of Xcode may also require the -lstdc++ flag. 4. Add the following frameworks to your project: CFNetwork.framework Accelerate.framework 5. Use the following includes: #import <BomgarSession/BomgarSession.h> #import <BomgarSession/SystemInfo.h> 6. Within the app code, you must embed your companyid. To obtain this value, either contact Bomgar Support or navigate to /appliance > Status > Basics :: Default Site, where the companyid is the string in parentheses. 7. See the BomgarSession Class Reference for further instructions. Directions for Installing the docs from docset.zip file FAQ 1. Unzip the file. 2. Drag the.docset file to ~/Library/Developer/Shared/Documentation/DocSets/. 3. Restart Xcode. 4. The Bomgar docset should now show up in Xcode Organizer's Documentation tab. What version of Bomgar is required? 14.1 or higher. Previous versions of the SDK may work with previous versions of the Bomgar software. Contact Bomgar Support if you are unable to upgrade to the latest version of Bomgar. What versions of ios/xcode are supported? ios 6.0 or higher and Xcode 5 or higher. What devices are supported? All devices running a supported ios version. CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 2

3 Can you describe or suggest workflows from within applications? The customer-initiated session uses startwithissue:sessionname:features: to drop the customer into a queue for a predefined issue. This could be triggered by a simple button tap in the app. The customer would not be required to enter any information, assuming the issue code name has been hard-coded. A representative-initiated session uses a session key that the representative provides to the customer. The customer would type this session key into a text field and then tap a button to submit it, triggering a call to startwithsessionkey:sessionname:features:. In this way, the customer could be directed to the representative's queue. Can you explain connectivity, such as if a user swaps from this app to another app while in a support session? Whenever possible, the Bomgar connection is maintained. If you swap to another app for a little while and then return, it is likely that your connection will stay open for several minutes. Your individual results may vary depending on your specific device, whether it is currently using WiFi or cellular data, and whether or not the screen is locked at some point. CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 3

4 Getting Started with the Android SDK Quick Start Instructions The AndroidSDK.jar is provided in the libs folder. It should be copied or moved to your project's location and added as a dependency. Within the app code, you must embed your companyid. To obtain this value, either contact Bomgar Support or navigate to /appliance > Status > Basics :: Default Site, where the companyid is the string in parentheses. More information about the SDK can be found in the SDK-docs folder as javadoc. Launch SDK-docs/index.html in a web browser to view it. FAQ What version of Bomgar is required? 14.1 or higher. Previous versions of the SDK may work with previous versions of the Bomgar software. Contact Bomgar Support if you are unable to upgrade to the latest version of Bomgar. What versions of Android are supported? Android 2.3 or higher. What devices are supported? All devices running a supported Android version. Can you describe or suggest workflows from within applications? The customer-initiated session uses the BomgarSession class's startwithissueid(string issueid) method to drop the customer into a queue for a predefined issue. This could be triggered by a simple button tap in the app. The customer would not be required to enter any information, assuming the issue code name has been hard-coded. A representative-initiated session uses a session key that the representative provides to the customer. The customer would type this session key into a text field and then tap a button to submit it, triggering a call to the BomgarSession class's startwithsessionkey(string sessionkey). In this way, the customer could be directed to the representative's queue. CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 4

5 Can you explain connectivity, such as if a user swaps from this app to another app while in a support session? Once a session is established, the connection is maintained as long as: 1. The app is running. 2. The session has not been ended by the representative. 3. Connection is maintained (no dropping WiFi or weak signal) 4. The SDK method to end the connection is not called. Since the connection is persistent, all the events such as chat that are triggered through the SDK occur even if the app is not in the foreground. CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 5