iOS REP CONSOLE USER GUIDE

BeyondTrust enables you to support your customers remotely by connecting to them through the BeyondTrust Appliance B Series. This guide is designed to help you install BeyondTrust onto your iOS device and understand the features of the iOS representative console.

Use this guide only after an administrator has performed the initial setup and configuration of the B Series Appliance as detailed in the B Series Appliance installation. Once BeyondTrust is properly installed, you can begin supporting customers immediately. Should you need any assistance, contact BeyondTrust Technical Support.

Quick steps to get started in the web rep console

Install the rep console on iOS

The BeyondTrust representative console for iOS is available for free download from the Apple App Store. From your iOS device, search the App Store for "BeyondTrust Representative Console" and then install the app.

If your company uses an Enterprise App Store to distribute apps, contact BeyondTrust Technical Support to make the BeyondTrust representative console app available through your Enterprise App Store.

To run the BeyondTrust representative console on your device, your iOS device must be running iOS 14+.

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Note

Only the BeyondTrust representative console can be used with a Remote Support site. The BeyondTrust representative console cannot be used to connect to a Privileged Remote Access site, nor can the BeyondTrust access console be used to connect to a BeyondTrust Remote Support site.

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Important

Your B Series Appliance must be equipped with a valid SSL certificate signed by a certificate authority. BeyondTrust does not support using self-signed certificates for the iOS representative console. Once you have applied a CA-signed SSL certificate to your B Series Appliance, contact BeyondTrust Technical Support. Your support representative will create a new software build that integrates your SSL certificate. With this updated build installed on your B Series Appliance, you can run the BeyondTrust representative console on your device to provide remote support from virtually anywhere.

Site Preferences

Auto Assign allows you to enable or disable auto assignment. You must have the user permission to opt out of session assignments for this option to be available. Auto assignment is used with Equilibrium to route a session to the representative best qualified to handle the issue.

You can 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.

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Note

For more information about Equilibrium and session assignment, see the following:

• Session assignment rules
• Equilibrium guide

App Preferences

The Audible Alerts preference allows you to play audible alerts for certain events that occur within the representative console.

Mouse Pointer Preferences

If Absolute Mouse Pointer Position is turned off, you must place your finger on the mouse pointer and drag to move the mouse. Tap and hold to locate the mouse pointer when absolute positioning is turned off. If it is turned on, you can place the mouse pointer wherever your finger touches the screen. When absolute positioning is turned on, tap and hold to open a fly-out menu from which you can choose to left-click, right-click, or double-click. Traditional click methods still apply.

Mobile device management

BeyondTrust supports management of iOS devices with mobile device management (MDM). The MDM configuration profile may be configured so that the URL of a support site is pre-populated in the Site Address field. The profile may also be configured to prevent this field from being edited.

The method by which you configure your profile will vary depending on your MDM product. Consult your MDM documentation for exact steps.

Below are the configurable keys that you will need to add to your MDM payload: