Collaboration and controls

Elevate the customer client

When a session starts in click-to-chat mode, only chat is 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. Elevating the customer client enables switching user accounts, deploying Jump Clients in service mode, and controlling protected windows and UAC dialog boxes. Elevation does not change the user context of the active user and is not the same as logging out the active user and logging back in as an administrator.

To elevate the customer client, touch the Elevate option from the menu.

When initiating a screen sharing session a message may appear at the top of the screen asking to elevate the session. Click the link in the message to receive the Prompt Customer and Provide Credentials options.

If you possess administrative credentials to the remote computer, select Provide Credentials to supply an administrative username and password. Touch OK to elevate the client.

Alternatively, you can touch Prompt Customer to send a request to the customer to enter administrative credentials for their computer.

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Note

For more information about manual vs automatic elevation, see the Desktop Representative Console User Guide.

Transfer the session

To transfer a session to another representative or team, touch Transfer Session from the menu.

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.

Share a session with another representative

To share a session with another representative, select Share Session from the menu

There are several ways you can invite a representative to join a session. You can use Request Help to route your request so that it is targeted at a specific support issue. Only issues that have been configured to allow you to request help are displayed on this list.

Select the issue for which you wish to request help. Then tap Request.

Alternatively, locate the representative with whom you wish to share the session by first selecting a team to which the representative belongs. Select a team name to view its members.

You can select a user listed in the teams displayed to invite them to join the session.

You can use Request Help to route your request so that it is targeted at a specific support issue. If you select Any Representative, the invitation is sent to the team queue so that any single representative in the selected team can join the session. You can send multiple invitations if you want more representatives from the team to join your session.

Users are listed here only if they are logged into the console or have extended availability enabled.

If you are permitted to share sessions with users who are not members of your teams, additional teams are displayed, provided that they contain at least one member logged in or with extended availability enabled.

When you invite a user with extended availability enabled, they receive an email notification.

If you have sent an invitation and it is still active, you may revoke the invitation by selecting it from the Cancel Invitation menu. Then touch the Cancel button. Only the session owner can send invitations. Invitations do not time out as long as you remain the session owner. Multiple active invitations cannot exist for the same user to join the same session.

An invitation is made inactive when one of the following events occurs:

• The inviting user cancels the invitation
• The inviting user leaves or transfers ownership of the session
• The session ends
• The invited user accepts the invitation
• The invited user declines the invitation

Invite an external representative

Within a session, a representative can send a one-time invitation to an external user who does not have an account in the BeyondTrust Appliance B Series. To send the invitation, tap the menu icon.

From the menu, select Share Session, and then tap External > Invite External Representative > Invite.

Remove a member from a shared session

You can remove the customer or another user from a shared session. Tap Remove Member from the menu. Select the member you wish to remove.

Select the participant you wish to remove. Then touch the Remove Member button. Tap OK to confirm you want to remove the member. You must be the owner of the support session to remove another member.

Add a Support Button

While in a session, you can deploy a Support Button to the remote computer, providing a quick method for your customer to request support.

To edit the name, tap the Name entry and modify the text.

To begin, tap the menu. Tap Deploy Support Button.

This opens a menu from which you can edit the Support Button's details.

To edit the name, tap the Name entry and modify the text.

To set how long this Support Button should last, touch the Expiration date. The customer can use this button to start sessions only as long as specified. 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 Support Button profiles from which you can select.

Next, touch the Queue entry to select the queue to which this Support Button should link. Once the Support Button is deployed, your customer can use it to directly enter the queue specified here.

After you have set the details for this Support Button, touch OK. This creates a Support Button on the remote user's system. Your customer can now use the Support Button to quickly request support.

You also may delete the Support Button from the remote system. Touch the Remove Support Button icon. When prompted to confirm that you want to uninstall the Support Button, touch Yes.

Pin a 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 option from the menu. This opens a list of Jump Groups to which you are allowed to pin the Jump Client.

Touch the Location entry to open a list of available Jump Groups, and select the group to which you wish to pin the Jump Client. Pinning the Jump Client to your personal list of Jump Items means that only you can access this remote computer through its Jump Client. You also can choose to pin the Jump Client to a specific Jump Group to allow access to members of that group.

If you no longer need unattended access to a remote system, you can remove the Jump Client. Touch the Unpin Session option from the menu. When prompted to confirm that you want to uninstall the Jump Client, touch Yes.

Close the session

To exit a session, touch Close Session from the menu.

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 does not delete an installed Jump Client.

If you choose Hold Session, your session page closes, but the session returns to your personal queue. If any additional representatives are sharing the session, they remain in session.

If you are not the session owner, touching End Session removes you from the session. The session continues to be supported by the session owner.