CommuniTake Remote Support (CRS) Technical FAQs

Transcription

1 CommuniTake Remote Support (CRS) Technical FAQs INTRODUCTION The CommuniTake Remote Support (CRS) solution empowers enterprise IT personnel to centrally manage mobile device assets, deliver high quality mobile experience, provide data security, while simultaneously maximizing employee productivity and monitoring the cost of mobile use. The Mobile Device Manager solution guides IT with relevant insights on the mobile devices; dynamically deploys enterprises policies and simplifies technical support via remote access. With Mobile Device Manager, every device holder can perform at his best within the limitations imposed in accordance to the enterprise philosophy. TECHNICAL QUESTIONS REMOTE SUPPORT What are the prerequisites to operate Mobile Device Manager? Remote Support: Each agent workstation or Citrix server must have the following software installed: Internet Browser (IE 6, 7, 8, 9; Firefox; Chrome). Sun Java JRE 1.6 with minimum version of Access ports: Port 80: http; Port 443: SSL-based TCP The ports must have access to the following IP address: Server IP Port Region support.communitake.com /443 World support1.communitake.com /443 World r1.communitake.com Europe r2.communitake.com North America r3.communitake.com Israel r4.communitake.com South America r5.communitake.com Asia 1 All Rights Reserved. Property of CommuniTake Technologies Ltd.

2 Since there is a fail over mechanism, if a relay server is not responding, the next relay server will be used, therefore it is advised to be able to connect to these entire relay servers. The following link allows testing all the relay servers: I cannot establish a remote support with the mobile device what should I do? If you cannot establish a remote support connection, make sure the following: You have Java 6 release 17 or higher installed on your PC. If not, please install. You have Internet access free from firewall limitations. If not, ensure with your network manager to open it. The SMS was sent successfully to the target device. If not, make sure that SMS services work properly. Make sure that the device holder has a defined and working Internet access point. Make sure that the date on the supported device is correct. You can direct the device holder to download the on-device client from the following link: How the connection process is changed once the device client is already installed on the device? Once the device client is installed on the target device, the connection process can also be established by manually activating the device client: the device holder should navigate to the Menu and from there to the Applications area (in BlackBerry it will appear on the Downloads area) and locate the device client marked by CommuniTake logo. The device holder should manually select to activate (open) the device client and conclude the connection process by selecting Internet access point (if prompted) and approving the Disclaimer / Terms of use. I have installed the remote support application on a BlackBerry device and it asks me to reboot. What should I do? Sometimes, after installing the application the device will prompt you to restart the device. You should do so by clicking on "Reboot. Once the device restarts, you should manually launch the remote support application. 2 All Rights Reserved. Property of CommuniTake Technologies Ltd.

3 I have installed the application on a BlackBerry device and it asks me to set permissions. What should I do? This is a standard part on any BlackBerry application installation. When the program starts, the device will prompt you to view the changes to the application control permission. You should press "View. Once the device presents you with the permissions changes, you should press Back and then select Save to save the changes. I get the message TCP Connection Error on my PC what does that mean? You do not have TCP access. The organization s network access policy and firewall must be configured to allow the following access to CommuniTake s servers from the technical expert PC: Port 80 http access and Port 443 SSL-based TCP access. Make sure that your network manager allows you SSL-based TCP access through port 443. I get the message http failed to connect on my mobile phone what does that mean? It means that there is no data connection. It indicates that there is an Internet access point problem in your device. You should make sure that the Internet access point is well defined and that you have the ability to connect to the Internet. You may want to try and use another access point, if available. I am asked for a PIN on my phone when trying to connect. Why and what should I do? On some instances of the first remote support session to a device, you may be required to enter a PIN code. This PIN is used to connect between the technical expert and the device. The PIN code appears on the Connecting page of the technical expert application. When trying to install on my Symbian device I get a certificate error. What should I do? You should make sure that the time and date on the device are correct. The BlackBerry installation fails with error 907. What should I do? You should try to reinstall the remote support application device client. 3 All Rights Reserved. Property of CommuniTake Technologies Ltd.

4 How can I prevent deletion of device s data during a remote support session? The remote support application is already built for that. Once the technical support expert wishes to manage your on-device data files (delete, copy etc.), the application will generate tow events: 1. It will ask you to approve the data management event. 2. It will block the technical support expert from doing any action prior to your approval. Only after your approval or canceling, the technical support expert will be able to continue and operate the system, based on your indication. How secure is the CRS solution? CRS security is valid in several dimensions: Acceptance by the device holder: the device holder streamlines the Remote Support process. No one can take over the device without the device holder running the CRS application on the device and approving the disclaimer prior to the remote support. The device holder can exit the application, thus ending the session, at any time he/she wishes. Authorization: the application user is authenticated at every action. No illegal connection is allowed. Regions which require the device holder's permission cannot be accessed by the application user unless the device holder approves. Connection: All data is encrypted using industry standards HTTPS and SSL. Does Communitake Remote Support operate on a 2G network? CRS operates on a 2G network. However, this network does not allow for a simultaneous voice call and remote support connection. As such, it is recommended to guide the device holder to use only the textual chat feature and not the voice call or use a different phone for a voice dialog when the remote support runs. The application response time might be a little slower in compare to 3G network. What is the required bandwidth for the remote support connection? CRS is built to operate on fast and slow data networks. It consumes about 100k/minute. 4 All Rights Reserved. Property of CommuniTake Technologies Ltd.

5 What end-user data is stored on the server and for how long? This depends upon whether or not sessions are being recorded or not. 1. If the session is not being recorded, the only information that is recorded during a session is the IMEI, MSISDN and IP address of the end customer as well as Call center related information such as the agent name, time/date and duration of the session. Should the support organization require, we can scramble the IMEI and MSISDN so that there will be way to trace a specific session back to a specific end user 2. If the session is being recorded, then, in addition to the above information, the diagnostics of the device at the time of the session are recorded as well as full screen captures of the phone and a record of all commands and actions (agent and customer) that took place during the session. 3. There is also a possibility to store the installed and running applications on the device at the time of the session Currently, session data is retained indefinitely, but the support organization can define the retention period for this data. 5 All Rights Reserved. Property of CommuniTake Technologies Ltd.