Representative Console for Android Tablet Version 2.1
Thank you for using Bomgar. At Bomgar, customer service is a top priority. Help us provide you with excellent service. If you have any feedback, including any manual errors or omissions, please send an email to feedback@bomgar.com.
Table of Contents Guide to the Representative Console for Android Tablets 4 Installing the Representative Console on an Android Tablet 5 How to Use the Representative Console for Android Tablets 6 Settings 7 Session Keys 8 Support Session Queues 10 Active Sessions 12 Jump Clients 13 Team Chat 14 Support Session Overview 15 Support Session Tools 15 Elevate Customer Client 16 Transfer Session 17 Share Session 18 Remove Rep 19 Add Bomgar Button 20 Pin Jump Client 22 Close Session 24 Chat 25 Screen Sharing 26 Screen Sharing Tools 26 System Information 27 Summary 28 3
Guide to the Representative Console for Android Tablets This guide is designed to help you install Bomgar onto your Android device 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. 4
Installing the Representative Console on an Android Tablet The Bomgar Representative Console for Android is available for free download from Google Play. From your Android device, search Google Play for "Bomgar Rep 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 Android tablets running 3.0 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 Android Representative Console. 1 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. 1 Android devices with an operating system prior to 4.0 may encounter a certificate error when attempting to reach your Bomgar site. This issue results from a missing root SSL certificate in the Android device's certificate store. The issue is solely related to the Android operating system and not to the Bomgar software. To resolve this issue, either upgrade the Android device or contact the certificate authority to request another root SSL certificate which is compatible with the Android device. 5
How to Use the Representative Console for Android Tablets 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 touch Login. 6
Settings Touch the Options button in the upper right corner of the screen to 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. To change your settings, touch the Settings button at the top of the screen. Play Sound Effects will play audible alerts for certain events that occur within the representative console. To prevent your screen from dimming during screen sharing, check Keep screen awake. If Scale pointer movement is checked, the remote cursor will match your finger movement on the screen. If unchecked, the cursor may lag, but its position will be more accurate. With Swap scroll and pan gestures, set which of two gestures should scroll the remote mouse wheel and which should pan the screen. 7
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. Touch 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. [Enterprise licensing only.] You also can select the public portal through which you want your customer to enter the session. [Enterprise licensing only.] 8
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. 9
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. Touch a queue name to view its sessions. Touch a session entry to view details about the support request. To begin supporting the selected session, touch the Accept button. Accepting a session opens a new page for that session. Alternatively, you can transfer a session to another queue. When viewing a session's details, touch the Transfer button. Browse the list of available teams and Embassies. Select the queue to which you wish to move the session. Then touch the Transfer button. 10
You also may transfer a session to another representative's personal queue. Touch the Representative button at the bottom of the menu. Locate the representative and select his or her name. Then touch the Transfer button. 11
Active Sessions To return to a session you are already supporting, touch the Active Sessions button. Touch the session you wish to support and then touch Return. Alternatively, you can open your personal queue and select the session you wish to support. Then touch Return. 12
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 and touch the Refresh button. 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. Touch the Jump button to begin a session. Depending on the permissions your administrator has set for your account, the enduser 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. 13
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. 14
Support Session Overview The support session page is your starting point for providing remote support. Touch the Options button to access support session tools. Support Session Tools Elevate Member 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. 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. Bomgar Button Pin Jump Client Close Session 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. 15
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, touch the Elevate button. You may first need to open the Options menu to access this option. Touch Prompt Customer to send a request to the customer to enter administrative credentials for his or her computer. If you possess administrative credentials to the remote computer, select Provide Credentials to supply an administrative username and password yourself. Touch OK to elevate the client. 16
Transfer Session To transfer a session to another representative or team, touch the Member Actions button. You may first need to open the Options menu to access this option. From the menu, select Transfer Session. Browse the list of available teams and Embassies. Select the queue to which you wish to move the session. Then touch the Transfer button. You also may transfer a session to another representative's personal queue. Touch the Representative button at the bottom of the menu. Locate the representative and select his or her name. Then touch the Transfer button. 17
Share Session To share a session with another representative, touch the Member Actions button. You may first need to open the Options menu to access this option. 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. Touch a team name to view its members. Browse or search for the representative, and select his or her name. Then touch the Share button. 18
Remove Rep To remove another representative from a shared session, touch the Member Actions button. You may first need to open the Options menu to access this option. From the menu, select Remove Rep. Select the representative you wish to remove. Then touch the Remove button. You must be the owner of the support session to remove another representative. 19
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, touch the Deploy Bomgar Button icon. You may first need to open the Options menu to access this option. This will open a menu from which you can edit the Bomgar Button details. To edit the name, tap the Name entry and modify the text. To set how long this Bomgar Button should last, touch the Expiration date. 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. Touch the Profile entry to open a list of Bomgar Button profiles from which you can select. [Enterprise licensing only.] 20
Next, touch the Queue entry 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. After you have set the details for this Bomgar Button, touch OK. This creates a Bomgar Button on the remote user's system. Your customer can now use the Bomgar Button to quickly request support. You also may delete the Bomgar Button from the remote system. Touch the Remove Bomgar Button icon. You may first need to open the Options menu to access this option. When prompted to confirm that you want to uninstall the Bomgar Button, touch Yes. 21
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, touch the Pin Session button. You may first need to open the Options menu to access this option. 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 touch OK now. 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 touch OK. 22
If you no longer need unattended access to a remote system, you can remove the Jump Client. Touch the Unpin Session button. You may first need to open the Options menu to access this option. When prompted to confirm that you want to uninstall the Jump Client, touch Yes. 23
Close Session To exit a session, touch the Options button, and then touch End Session. 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. However, it will not delete an installed Jump Client. 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, touching Leave Session will simply remove you from the session. The session will continue to be supported by the session owner. 24
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. Touch the dropdown at the bottom 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 area is minimized, the message will appear as a semi-transparent popup near the bottom of the screen. Touch the chat button to open or close the chat area. 25
Screen Sharing From the Screen Sharing page, touch 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. Tap and hold to locate the cursor. Screen Sharing Tools Chat with session participants. Request or stop screen sharing. View a quick reference of screen sharing gestures. Access the keyboard in order to type on the remote screen. 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. Reboot the remote computer without losing your connection to the support session. 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. View the remote desktop in full screen mode. To return to the interface view, touch the Back button. 26
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. Once the data has been populated, you can touch the Refresh button to retrieve the most recent data. 27
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. You can also 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. 28