Rep console app for Android

From the login screen, enter your BeyondTrust site hostname, such as support.example.com. Enter the username and password associated with your BeyondTrust user account. You can choose to have the BeyondTrust representative console remember your login credentials. Then touch Login.

ℹ️

Note

• If you are using a local account and two-factor authentication has been enabled for it, enter the email code you have received. If you enter the email code incorrectly three consecutive times, you must re-enter your credentials and get a new email code.
• Your administrator might require you to be on an unrestricted network to log in to the console. This network restriction might apply only the first time you log in or every time.

Log in to the Android representative console using SAML for mobile

SAML for mobile provides an easy and secure method for authenticating to the Android representative console.

Follow the steps below to log in to the mobile representative console using SAML.

ℹ️

Note

Before attempting to log in to the Android representative console using SAML, verify that a SAML provider has been configured for your /login administrative environment by going to Users & Security > Security Providers. To learn more about integrating SAML single sign-on into your BeyondTrust Remote Support environment, please see Configure the SAML security provider.

1. Tap the representative console app on your Android device.

2. From the login screen, tap Username and Password.

3. Select SAML.

4. Tap Submit.

5. When directed to your SAML provider's page, enter your credentials.

6. Tap Log In to access the representative console.

Settings and preferences

To manage your preferences, touch the Options button in the upper right corner of the screen.

From the menu, the following preferences are available:

• Fullscreen:Hides the rep console UI and expands the display to fit the entire screen of the device. Tap the back button to exit fullscreen mode.
• Special Actions: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. Canned scripts available to the user appear in a fly-out menu.
• Paste Clipboard: Allows you to paste items to the clipboard on your computer.
• Privacy Screen:If your permissions allow, you can disable the remote user's screen view and mouse and keyboard input. The customer's view of the privacy screen clearly explains that the representative has disabled the customer's view. The customer can regain control at any time by pressing Ctrl+Alt+Del.
• Performance: Allows you to change the screen-sharing quality.
• Displays: Allows you to select the monitor you want to display to the customer.
• Reboot: Allows you to reboot the system that you are supporting.
• Gestures Help: Walks you through tips for navigating the mobile representative console.

Change your general and screen-sharing settings

To manage your settings, tap Settings from the menu.

The Play Sound Effects setting allows you to play audible alerts for certain events that occur within the representative console.

If you have permission to opt out of session assignments, you may enable or disable auto assignment. Auto assignment is used with Equilibrium to route a session to the representative best qualified to handle the issue.

ℹ️

Note

For more information about Equilibrium and session assignment, see the Equilibrium User Guide.

To prevent your screen from dimming during screen sharing, check Keep screen awake.

If Scale pointer movement is checked, the remote cursor matches 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 two gestures should scroll the remote mouse wheel and which should pan the screen.

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. Depending upon your account permissions, you can generate session keys for this purpose. Touch the Generate Session Key option on the menu. This opens 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.

You can also select the public portal through which you want your customer to enter the session.

Direct your customer to go to either 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 a text message.

You can also send your customer an email invitation that contains the unique URL.

After running the customer client, the customer appears in your personal queue.

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 appears 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 Support Button tied to you. This queue also contains invitations for you to join a shared session.

You also have queues for any teams of which you are a member. If a customer initiates a session by selecting an issue type from an issue submission form, that customer enters a specific team queue based on which team owns that issue. A customer also enters a team queue if they click a Support Button tied to a team. A session may also enter a queue if it is transferred intentionally or due to waiting session rules, or if the representative's connection is lost in the middle of a session. These queues also contain invitations for any representative in the team to join a shared session.

Click the star to the left of a team name to mark that queue as a favorite. If a team chat message is sent, an orange chat bubble appears in place of the star.

Customers can also request assistance directly from a web page which contains a help link. This initiates a browser sharing session, which allows a representative to chat and view the customer's web page. Administrators can generate custom links in order to direct browser sessions to the correct representative or team queue. In the queue, browser sharing sessions are identified by the [Browser] prefix next to the customer's name.

View sessions

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.

Session assignment rules

You can also accept sessions that are assigned using Equilibrium. When a session enters a queue that has Equilibrium enabled, that session is automatically assigned to the best qualified and least busy representative, based on matching skills, the number of sessions that representative is supporting, and how long they have been available.

When a session is assigned to you, you are given a prompt to accept or reject the session, along with an audible alert if enabled. If you reject the invitation or the invitation times out, the session is reassigned to the next best qualified and least busy representative in that queue.

A rejected session is never assigned to the same representative twice unless it is manually transferred into another queue for which that representative is available. If a session cycles through all available representatives for the queue and is not accepted, it remains in queue until someone manually accepts or transfers it.

Alternatively, if your administrator has set up a waiting session rule for this queue, the session gives out an audible alert when it is overdue, or it is transferred to an overflow queue. If that overflow queue has a waiting session rule set up that transfers the session back to the first queue, the session could potentially bounce back and forth between the queues until it is accepted.

A session is not assigned to a representative if that representative is unavailable. If you lock your device, you are marked as unavailable. Also, rules within the user permissions mark you as unavailable if you are participating in more than a set number of sessions or have been idle longer than a specified length of time. Finally, if you have permission to opt out of session assignments, you may choose not to receive automatic session assignments. Set auto session assignment from File > Settings > Global Settings.

Session transfer

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. Select the queue to which you wish to move the session. Then tap Transfer.

You may also transfer a session to another representative's personal queue. Touch the Representative button at the bottom of the menu. Locate the representative and select their name. Then touch the Transfer Session button.

Team chat

From the menu, tap Team Chat to chat with other logged-in representatives. If you are a member of one or more support teams, select the 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.

Return to an active session

To return to a session you are already supporting:

• Touch the menu icon.
• Tap Active Session.
• Tap the active session you wish to return to from the list.
• Tap Accept.