User manual SONICWALL SONICOS ENHANCED 5.6 VIRTUAL ASSIST

[. . . ] Users can allow or invite customers to join a "queue" to receive support, then virtually assist each customer by remotely taking control of a customer's computer to diagnose and remedy technical issues. Virtual Assist Feature Module 1 Feature Overview Benefits · · · Provides the ability to support customer technical issues without having to be on-site. Provides an organized system for managing customer support requests in a queue. Users can control who can place Virtual Assist support requests. How Does Virtual Assist Work? Virtual Assist allows administrators and support technicians to remotely respond to customer technical issues. [. . . ] To configure settings within the SonicOS management interface, go to the Virtual Assist > Settings screen. The first decision you need to make is how to provide access for customers to gain support through Virtual Assist. There are two options: 1) provide an "Assistance Code" for customers to enter when accessing the portal after receiving an invitation, or, 2) enable virtual assist support without the need for an invitation. Virtual Assist Feature Module 3 Using Virtual Assist By setting a global assistance code for customers, you can restrict who enters the system to request help. The code can be a maximum of eight (8) characters, and can be entered in the "Assistance Code" field. Customers receive the code through an email provided by the technician or administrator. To allow customers to request Virtual Assist support without needing to provide a code, leave the Assistance Code field blank, and select the checkbox to "Enable Support without invitation. " The "Disclaimer" field allows administrators to set a written message that customers must read and agree to prior to receiving support. If a disclaimer is set, it must be accepted by each customer before they can enter the Virtual Assist queue. The "Customer Access Link" field allows users to set a URL for customer access to your SSL-VPN appliance, from outside your network. If no URL is entered, the support invitation to customers will use the same URL the technician uses to access the appliance. Note You should configure this URL if the SSL-VPN appliance is accessed through a different URL from outside your network. If customers navigate to the technician login page, you have the option to display a link there to redirect them to the support login page. To do this, enable the checkbox to "Display Virtual Assist link from Portal Login. " Support without invitation should be enabled, if you want customers to be able to request help from the login page. Under the "Notification Settings" screen section, you can customize various aspects of the invitation and technician notification settings. All email address entries in the "Technician E-mail List" field will receive a notification email when a customer enters the support queue (uninvited). A maximum of 10 email addresses can be added to this list, each separated by a semicolon. Users can customize the subject line of support invitation emails by entering the desired text in the "Subject of Invitation" field. The following variables can be used within the "Subject of Invitation" field: · · · · Technician Name: %EXPERTNAME% Customer Message in the Invitation: %CUSTOMERMSG% Link for Support: %SUPPORTLINK% Link to SSL-VPN: %ACCESSLINK% 4 Virtual Assist Feature Module Using Virtual Assist These variables can also be used in the "Invitation Message" field, where users can further customize the body of the invitation email, by entering the desired text. The message can be a maximum length of 800 characters. To utilize the email invitation capabilities of Virtual Assist, you must configure the appropriate "Mail Server" and "From Email Address" settings on the Log > Automation screen within the SonicOS management interface: In the "Request Settings" screen section, on the Virtual Assist > Settings screen, you can configure various settings related to support request limits. The "Maximum Requests" field allows you to limit the number of customers that can be awaiting assistance in the queue at one time. The "Limit Message" field allows you to enter text to be displayed as a message to customers, when there are currently no available spots in the queue, as the maximum requests limit has been reached. You can also limit the number of requests coming from a single IP. [. . . ] The customer must select the "Customer" icon on the left of the panel, then complete the required information fields. The customer can then click the "Login" button to enter the waiting queue for Virtual Assist. Once the technician has installed the VASAC, they can proceed to login to Virtual Assist. The technician selects the "Technician" tab, fills in the required login parameters, and clicks the "Login" button. 8 Virtual Assist Feature Module Glossary The main panel will then display for the technician. From this panel, the technician can double-click "Start" from the pop-up menu to initiate the support tunnel with the customer. Once the tunnel is established, the technician can view and control the customer's desktop, chat with the customer, and transfer files, if necessary. [. . . ]