Dell PowerEdge 4200 Series, Administrator'S Manual

Page: 51 / 440

SRA Overview | 51
There are two sides to a Secure Virtual Assist session: the customer view and the technician
view. The customer is the person requesting assistance on their computer. The technician is
the person providing assistance. A Secure Virtual Assist session consists of the following
sequence of events:
1.
The technician launches Secure Virtual Assist from the SRA Virtual Office.
2.
The technician monitors the Assistance Queue for customers requesting assistance.
3.
The customer requests assistance by one of the following methods:
–
Logs into the SRA Virtual Office and clicks on the Secure Virtual Assist link.
–
Receives an email invitation from the technician and clicks on the link to launch Secure
Virtual Assist.
–
Navigate directly to the URL of the Secure Virtual Assist home page that is provided by
the technician.
4.
The Secure Virtual Assist application installs and runs on the customer’s browser.
5.
The customer appears in the Secure Virtual Assist Assistance Queue.
6.
The technician clicks on the customer’s name and launches a Secure Virtual Assist
session.
7.
The customer clicks on a warning pop-up window that gives the technician control over the
customer’s computer.
8.
The technician’s Secure Virtual Assist window now displays the customer’s entire display.
The technician has complete control of the customer computer’s mouse and keyboard. The
customer sees all of the actions that the technician performs.
9.
If at anytime the customer wants to end the session, they can take control and click on the
End Virtual Assist button in the bottom right corner of the screen.
10.
When the session ends, the customer resumes sole control of the computer.
Remote File Transfer
Secure Virtual Assist includes a Remote File Transfer feature that enables the technician to
transfer files directly to and from the customer’s computer. The technician launches the File
Transfer process by clicking a button in the Virtual Assist taskbar in the top left corner of the
Secure Virtual Assist window. The File Transfer feature supports the upload and download of
multiple files.
Chat Feature
Secure Virtual Assist includes a chat feature that allows the technician and customer to
communicate using an instant message-style chat function. Either the technician or the
customer can initiate a chat session by clicking on the
Chat button in the Secure Virtual Assist
taskbar.
Email Invitation
From the technician view of Secure Virtual Assist, technicians can send email invitations to
customers that contain a direct URL link to initiate a Secure Virtual Assist session. The
technician can optionally include a unique message to the customer. When the customer clicks
on the email link to Secure Virtual Assist, only the technician who sent the invitation can assist
that customer.