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1. UID External Port Ready To Receive 0 Registered 0 Description Version Lastseen IP List Connection List Management Technicians Managing technicians and departments Technicians The Create New button of creating a new technician On the left side the Search entry field allows you to search for the desired technician typing for example his name The Department dropdown list narrows the search to a specific department CREATE NEW lets you initiate the simple process COMPUTERS p TECHNICIANS Online 02 Offline 05 Online 02 Offline 01 Welcome SIGN OUT identification Default settings Department s You can create as many technicians as you want Once created you cannot delete a technicians account but you can disable it A HOME Technicians earc PROFILE epartmen Identification Email templates Applet Setup Integration T MANAGEMENT CREATE NEW Technicians Departments My Computers Surveys Session History Missed Sessions START w 2012 BeAnywhere All rights reserved Identification Define Name User name and Password assigned to a new technician The Upload button validates the creation process Technicians Identification Default settings Department s Name Username email Password Permissions Set up the permissions restrictions assigned to each one of the technicians You must first select the de
2. The Receive Requests sent to option allows the definition of which support requests are received by the technician The Generate Requests to option allows the definition of the destination of the support requests issued by the technician The Record Session Video allows the definition of the video record settings Department s Define in which department s the technician will be incorporated in to do so simply click on the desired department s After the changes are concluded the Q button placed on the lower right corner will save and validate the new data Departments New department creation and management Introduction The Create New button initiates the creating new department process ADMIN AREA anywhere Please input the new department name First of all you ll be asked to determine new department s name Simply use the available text entry field and click Create when finished 1 Identification Again you ll have the opportunity to decide the Department s name The Department ID is automatically assigned The same goes for the Department Link through this link support requests will be directed to this particular department To enable the department just check the Enable option The Delete button will delete this department existence COMPUTERS S TECHHIHAHS EJ riin ng e Daing H Wi m Dine GF i iamini Dera riment rame Department ID J Cnapaitmaent link F E
3. 1 00 00 Home Bindings Direct Connect IP Filter Log You can run Bednyviwhere Support Express Proxy as a windows service This will allow it to start automatically when the system starts BeAnywhere Support Express Proxy service not installed Install service 2012 BeAnywhere All rights reserved IV View installed proxies III C https sec beanywhere c Lt Q B https secbeanywhere com start base admin area2 profile integration php wit M orporate Edition COMPUTERS TECHNICIANS DLK es 99 Online 03 es Online 01 Beanywhere xpiration Dec 31 2t Offline 04 Offline 02 os SIGN OUT Suppot Express integration 1 Your web site 2 Start APIs 3 Validation APIs 4 Exclusive link 5 Proxy You can use BeAnywhere Support Express Proxy to establish sessions with computers that are not connected to the Internet Step 1 Installing a new BASE Proxy server Identification Emal tempialss Download the proxy installer here DOWNLOAD Applet Setup Integration Step 2 Manage your BASE Proxy server installations MANAGEMENT i 1 Bellow you can find more information about the proxies configured to your account Proxy Name Baltimore Office UID 48f9fe22 26a7 11e1 b457 123139104132 External Port 443 Ready To Receive 1 Registered 1 Description Proxy for SrvO1 and Srv02 in Baltimore Version 1 00 00 Lastseen 2011 12 14 23 34 04 UTC IP List a t 19
4. 8 To determine the expiration date select Expiration Date and click on the date A new window with a calendar will appear allowing you to select a specific day 9 Then you need to make sure that the checkbox Apply to New Codes is selected or else the new codes will not be created 10 If you click on Customize URL warnings you can also setup if an URL is to be open on the following scenarios a Before the beginning of the session i When the Calling Card is date has expired ii When the Calling Card has no time left b After the session is started i When the Calling Card is date has expired ii When the Calling Card has no time left ses Online 01 Expiration Oct 28 2012 Offline 01 Offline 00 Corporate Edition COMPUTERS p TECHNICIANS i Online z Welcome Carl Peterson SIGN OUT 1 Calling Cards 2 Active Cards 3 Generate Cards Here you can create and export groups of Calling Cards for further distribution Some parameters defined on the creation of the Calling Cards can also be changed later PROFILE Identification Email templates Applet Setup Integration Group Name Number of codes 0 j epartment All departments v All techs M ME MANAGEMENT Technicians Departments My Computers Surveys Calling Cards Warnings ed aii V Apply to New Codes Apply to Unused Customize URL warnings Y Define the URL
5. A Calling Cards INFORMATION Please enter the following information Warnings Se F gt REPORTS ssion History Missed Sessions Running Sessions Tech Performance Surveys BILLING Invoices GoCharge Credits GoCharge Withdrawals HELP lt PREVIOUS FAQ Documentation Contact 2012 BeAnywhere All rights reserved 3 Messages of 4 While waiting for the support request to be sent the customer is presented with a window displaying four editable messages To edit the first one identified on the preview image through a surrounding white rectangle simply use the available text entry field Corporate Edition COMPUTERS TECHNICIANS Licenses 999 Online 02 7 Online 02 Expiration Dec 31 2020 Offline 05 Offline 01 Welcome SIGN OUT PROFILE Identification This is where you can define the message that is shown while the support request is being sent Check the preview below Email templates A Please wait Applet Setup Integration BE ANVYNHERE MANAGEMENT SUPPORT EXPRESS V 1 01 20 Technicians Departments My Computers Surveys Calling Cards Beanywhere Support Express Warnings F gt REPORTS CONNECTION Session History Missed Sessions Running Sessions Tech Performance Surveys BILLING Invoices GoCharge Credits GoCharge Withdrawals lt PREVIOUS NEXT Q Q HELP FAQ Documentati
6. anywhere F HOME Session History PROFILE CUSTOMER EMAIL NAME COMPUTER NAME COMPUTER DOMAIN DURATION Identificati Nov02 2011 604265 uw eee WORKGROUP Oh 2m 7s 127 Email templates Nov 02 2011 604267 de m so WORKGROUP Oh 5m 12s 312 Applet Setup Integration Nov 02 2011 604268 e WORKGROUP Oh 3m 20s 200 Nov 02 2011 604273 a m M WORKGROUP Oh 17m 25s 1045 Oo MANAGEMENT Nov 02 2011 604277 d Sess WORKGROUP Oh Om 26s 26 Nov 02 2011 604281 a WORKGROUP Oh 4m 26s 266 Technicians Nov02 2011 604296 e WORKGROUP Oh 34m 42s 2082 Departments Nov02 2011 604350 ewe Se WORKGROUP Oh 1m 22s 82 My Computers a 7 Nov 02 2011 604363 o WORKGROUP Oh 10m 56s 656 urveys z E Nov 02 2011 604386 eee fee WORKGROUP Oh Om 56s 56 alling Cards Warnings Total Sessions 57 Total Time in Sessions 114h 29m 17s 2 coe eme vw E w Session History oe Missed S R REA The chart will use the result set produced during the last search Runnin g Sessions Tech Performance Surveys Chart Measurement Number of sessions Date X Chart Type Columns Pie GENERATE BILLING Number of Sessions Day Invoices GoCharge Credit GoCharg thd HELP he Export button EN starts the download of the data Th
7. Most of the remote support or system administration tasks can be performed at a low level not requiring a full remote desktop connection e Req 680255 Remote 1 BeAnywhere Support Express Connected lt Beanywhere E i SYSTEM SHELL d FILE TRANSFER CMD PROMPT PRIVILEGES ADMINISTRATOR RESTART SHELL Ctrl BREAK RUN BATCH CLEAR OUTPUT 4 NE NE NN c ws YSOTATIN ADD TOMY COMPUTERS USE RDP FORWARD PORT SEND SURVEY Ue lg sz zzte pes sey Ware hejcity On those scenarios a command line is not only more flexible and faster but it also adds the advantage of being much less bandwidth demanding Also there are situations especially during support sessions in which the remote graphical environment may be damaged or unresponsive BASE provides an emulated command line that can be used to speed up the most common tasks BASE System Shell can be used in two different ways a standard windows CMD prompt or a Powershell prompt if available Both of them have full administrative privileges and can be used to run batch files or WSH Windows Scripting Host scripts if they can be interpreted by the remote system On the top left of the Window you ll see the command prompt s mode along with the privileges of the current session Using System Shell General Commands In order to use this feature please select the System Shell tab after the session has been correctly established The
8. SUPPORT LINK https secure corporate beanywhere com download getinstalldev php uid 718294fe 3213 11e1 b457 123139104132 copy EMAL Alternatively you can email to your customer this support link and ask them to follow it This link is valid for the next 12 hours RETURN TO NEW SESSION End a Support Session he tech or the customer can end a support session at anytime To end a session the technician simply needs to click on the Close button at the top right of the Console EES To end a session the customer simply needs to click the X at the top right of the Applet Alternative ways to start a session The Pin Code option is probably the most immediate and easy way to attend a customer But there are alternatives that may prove very useful Site Integration Take advantage of a Get Support button integrated within any of your web sites or applications enabling your customers to send a support request with a simple touch of a button Please check the section Site Integration for more information SOLUTIONS PRODUCTS BUY SUPPORT COMPANY LOGIN 2 HOME Be Personal Edition Simple remote access to your computer from O anywhere on the Internet n Become a BeAnywhere Country Partner mA O OE E EEPBtS We want to find companies and enterpenours with experience in local markets to drive pinpointed business development Powerful and cost Get on board and take part on an exciting journe
9. File Transfer The File Transfer feature enables you and your customer to exchange files and folders There are no restrictions on the type or size of the data that can be transfered Req 684691 LEADINGCAPITAL DESIGN BeAnywhere Support Express Connected Beonywnhere s CHAT nr Program Files x86 Adobe BeAnywhere Support Express Common Files Internet Explorer Java Microsoft Office Microsoft Silverlight Microsoft Visual Studiol Microsoft Works Microsoft NET Mozilla Firefox Name Size Type Modified Attr Ld Adobe File Folder 11 03 2010 12 40 36 n BeAnywhere Support Ex File Folder 12 09 201109 28 56 Ld Common Files File Folder 06 09 2011 08 48 21 Ld Internet Explorer File Folder 02 01 2012 13 41 18 Java File Folder 25 07 201109 18 27 n Microsoft Office File Folder 30 06 2011 12 01 41 nm Microsoft Silverlight File Folder 13 10 201108 01 39 Ld Microsoft Visual Studio File Folder 22 03 2010 17 23 08 n Microsoft Works File Folder 22 03 2010 17 28 28 Ld Microsoft NET File Folder 08 07 2010 12 04 30 r FILE TRANSFER QUEUE Drag files to change priority Name lt gt Size Status Right click on files and folders for more options REMOTE K SYSTEM i Me J DESKTOP SHELL TRANSFER REMOTE FILE LIST C b51b009e7180a203e 5fffe7d48c9 dell Documents and Settings MSOCachel NVIDIA Program Files x86 Program Files REC
10. My Comput Surveys Language Calling Cards English Warnings a B Description Enter the survey description This will be visible at the top of the survey page You can use HTML tags Session History Missed Sessions Running Sessions Tech Performance Surveys Enable e Invoices GoCharge Credits The Delete button MEE commands the extinction of the previously created survey The Preview button MESI offers you a preview of the survey The Show Report button presents the received answers 2012 BeAnywhere All rights reserved 2 List of Questions The i button is used to delete a created question The I button helps to reorganize the placement of each question within the survey Each click on this icon will move the corresponding question to a lower position The v icon shows the status of the question Active in this case When you see the x icon you ll know that the question is not active The Type option shows you what type of answer it s reserved for the associated question You can choose from quantitative responses 1 5 Yes No Free Text or offer a number of pre defined answers to choose from Information 1 Survey Settings List of questions Question Enter the question here Active Type i List of choices Free Text NEW QUESTION To add a new question just click on the New Question button To edit any of the existing questions just click on it
11. Warnings e REPORTS Session History Missed Sessions CONNECTION Running Sessions Tech Performance Surveys BILLING Invoices GoCharge Credits GoCharge Withdrawals BeAnywhere L4 PREVIOUS NEXT gt Q 2 Initial Form When sending a support request the customers will be asked to fill an Initial Form the filing is optional though This window invites the customer to identify himself and to submit his technical problem description The Enable option let s you activate or deactivate this Initial Form The Submit Timeout entry field allows you to setup the time in seconds during which the Initial Form is presented on the customer s screen The Reset timer on keypress will when clicked allow the client to enter his data without worrying about the time limit The clock will reset after each and every keystroke COMPUTERS A TECHNICIANS Online 02 z Online 02 Offline 05 Offline 01 Welcome SIGN OUT Below is displayed a preview of the initial form that your customers see just before they submit their support request to you Here you can define the settings of this form including disabling it Identification Email templates Enable Applet Setup ue V Submit timeout 15 seconds Integration Reset timer on keypress MANAGEMENT Technicians BE ANY WHERE yg Departments SUPPORT EXPRESS V 1 01 20 My Computers A ore Surveys
12. Cancelled on 1970 Jan 01 Oo ca 2011 Nov 22 o Carl Peterson eee oM 10 USD 10 USD X cancelled on 2011 Nov 22 L3 9 2011 Nov 21a Teste1 a lt 10 EUR 10 EUR X Cancelled on 2011 Nov 22 L3 Q Session History Missed Sessions Running Sessions 2 Goto 1 sShowrows 1 10 of 12 vOo Tech Performance Surveys GoCharge Withdrawals HELP FAQ Documentation Contact 2012 BeAnywhere All rights reserved Help Here you ll find Contacts Documents and answers to all Frequently Asked Questions FAQ Assistance area to the user composed by Frequently Asked Questions FAQ and their answers The questions are divided into four different topics Just click on each of those to access the questions and answers Documentation Download Area of the User Guide simply click on Support Express User Guide to start the download in PDF format Contacts Presentation of useful contacts The Chat Now button allows you to start a conversation in real time with BeAnywhere support services In case of unavailability you can leave a message that will be handled with the utmost brevity In case you find any problem with BeAnywhere Support Express and the User Guide will prove unable to resolve please do not hesitate to contact us Web site www beanywhere com Email contact base beanywhere com 2012 BeAnywhere All rights reserved
13. Cards in the Admin Area 1 On the admin area click on Management gt Calling Cards CREATE NEW 2 On the first tab click on Create New Which will direct you to the third Tab 3 Generate Cards 3 Insert the name for the batch to be created on Group Name For adding calling cards to an existing batch see Calling Card Management 4 Insert the number of codes If you do not want to set up any advanced options click on Generate Otherwise continue to the following fields COMPUTERS e TECHNICIANS Online 00 Online 01 Offline 01 Offline 00 SIGN OUT 1 Calling Cards Ae 3 Generate Cards Here you can create and export groups of Calling Cards for further distribution Some parameters defined on the creation of the Calling Cards can also be changed later Group Name Number of codes 0 gration T MANAGEMENT V Apply to New Codes 7 Apply to Unused T Apply to All Customize URL warnings Invoices lt PREVIOUS O 5 If you want to limit the departments who will receive the requests click on the respective checkbox and select a department from the dropdown list 6 In order to limit the technicians who will receive the requests click on the respective checkbox and select a tech from the dropdown list 2012 BeAnywhere All rights reserved 7 For limiting the session time included select Duration and define a
14. Options History Admin Area 2011 12 29 13 57 59 v 3 10 00 BETA Support Express PENDING REQUESTS MY COMPUTERS ADD NEW COMPUTER Enter the following information to generate the installation link Remote 1 ADVIL EONO Mi COMPLYERS USE RDP FORWARD PORT SEND SURVEY TRANSFER SESSION TO REQ USER LOGIN Root Group Dj E By pressing this button the technician will ask the client s permission to EET from this moment on be able to provide unattended support to his computer After the needed compliance the client s computer will be added to the My Computers list From that point on a simple click on the computer s bc rye ce ond aires Take ths Ink and use it in the computes where you vant to instal the BeAnywhere senice ID as shown in the My Computers list is enough to initiate a new remote TTET support session even when the customer is away https secure corporate beanywhere com download gt Copy to dipboard or send the installation link by email Right dick over a computer or group for more options Next in the bottom left the Add Computer button aes mm i wil appear Click in this button to add a new computer to the M computers list In the right a text box will invite the technician to insert the client s computer data 7 BeAnywhere Support Express Console Beonuwnere l Support Exp PENDING REQUESTS Search P You have no computers to manage Right click over a computer
15. certain number of minutes hours or days 8 To determine the expiration date select Expiration Date and click on the date A new window with a calendar will appear allowing you to select a specific day 9 Then you need to make sure that the checkbox Apply to New Codes is selected or else the new codes will not be created 10 If you click on Customize URL warnings you can also setup if an URL is to be open on the following scenarios a Before the beginning of the session a i When the Calling Card is date has expired a ii When the Calling Card has no time left b After the session is started b i When the Calling Card is date has expired b ii When the Calling Card has no time left None of these options is mandatory and if no information is inserted the system will look for a default configuration which can be defined on Warnings gt Calling Cards If no information is defined there an error message will be presented to your user when trying to establish or during a calling card session but no webpage will be presented to your client 11 Click on Generate or on the save icon Q The second tab 2 Active Cards will be opened listing all the calling cards you have just generated 12 If you want to download the list of cards to a CSV file click on 3 Generate Tabs and hit the Download button Calling Card Management Besides managing the global settings for groups of calling cards you can manage single calling c
16. corporate beanywhere m php uid 4f8a33ee 4b96 1 1df a510 123139089cf2 img bns your image s URL here gt border 0 alt Session History Missed Sessions Runnin g Sessions Tech Performance NIS lt PREVIOUS NEXT Q GoCharge Credits GoCharge Withdrawals HELP FAQ Documentation Contact 2 Start APIs I New session API The API Application Programing Interface allows new sessions to be generated without having to use the console for example it s possible to generate sessions from your CRM software The Download button will grant you access to the user manual of the API Il Landing Page API Easily place an API on your own website enabling your customers to directly insert a PIN Code or using a Calling Card built in your website The parameters showed in this window are mandatory in the form which means that they need to be inserted exactly as presented in order to be fully functional The Wizard presented on the bottom lets you generate an example of how these parameters should look Simply choose the desired language from the dropdown list English or Portuguese do the same with the desired feature Pin Code or Calling Card and finally press Generate DCO e Edition COMPUTERS amp TECHNICIANS jcenses Online 02 2 Online 02 xpiration Dec 31 0 Beanywhere Offline 05 Offline 01 SIGN OUT Integration 1 Your web site Eo APIs 3 Validation APIs 4 Exclusive link PR
17. customers will be able to send a request for support To establish the desired domain choose one of the available options offered by the dropdown box ate the left To establish the desired suffix of the link use freely the text entry field placed ate the left Directly beneath you can preview the Exclusive Link used by the customers to send a support request and the Applet direct download link used by the customers to initiate the download of the applet 5 Proxy BeAnywhere Support Express Proxy allows you to provide remote support sessions to computers without Internet connection Please use the Download button to download the proxy installer Below you can check the integrated proxy servers and their detailed information D Beanywhere Support Express C te Editio pe 999 COMPUTERS A TECHNICIANS Online 02 Online 01 Licenses z Expiration Dec 31 2020 Offline 05 Offline 02 Welcome SIGN OUT Integration 1 Your web site 2 Start APIs 3 Validation APIs 4 Exclusive link You can use BeAnywhere Support Express Proxy to establish sessions with computers that are not connected to the Internet Step 1 Installing a new BASE Proxy server Identification Email templates Applet Setup Integration Step 2 Manae your BASE Proxy server instalations MANAGEMENT manacemenr Bellow you can find more information about the proxies configured to your account Proxy Name Download the proxy installer here
18. er lS the client s computer to his list of computers There are two ways of completing this process during a support session A or after providing an installation link B seach LL PENDING REQUESTS MY COMPUTERS COMPUTER DETAILS Remote 1 Root Group YW Remote 1 c BEEN December 29th 2011 at 14 11 A During a support session at the bottom of the chat interface window re the technician will find the Add to My Computers button e Req Remote 1 BeAnywhere Support Express Connected Beoenugwhere E REMOTE ES SYSTEM d FILE e system EXEN EN CHAT pes J SHELL TRANSFER ww INFO Koea E 0 REQUEST DETAILS Chat with Administrator OS Mame Windows XP 32 bit Edition ils Microsoft Windows Version 5 1 Build 2600 CSDVersion 1 Service Pack 2 0 ProductType E W on SuiteMask formation Li in Remote 1 Memory Load 46 e information 8 34 GB free of 63 99 GB 8 used Right click over a computer or group for more options gt DHCP Server 192 168 WINS Enabled FA INS SER 2 113 161 226 12 113 161 227 on For better asus please check if there are other users logged in the remote B n th e CO nso e S ho me pa Q e select th e My Co rm p U te rs ta b P 17 33 lt Session gt You are talking to Administrator l l INS S INS S l 1 i E BeAnywhere Support Express Console Beonywhere Home
19. following buttons are present Restart shell Closes the shell being used and starts a new one ending all the tasks occurring and deleting all the output history The command history is kept on the command box CTRL Break Breaks pending operations currently performing on the remote system shell Run batch Runs a batch or a script file Open Powershell Open CMD prompt similar to restart shell but it opens the new shell in the opposite mode it was before If a CMD was open it Opens a powershell and vice versa Clear output Clears the screen deleting all the output history from the shell Send Sends the commands inserted on the command box Navigating through the command box You can access to the command history in the command box through the following keys CtrltHome Presents the first command inserted CtrltEnd Presents the last command inserted CtrltUp Previous command history Ctrl Down Next command in history 2012 BeAnywhere All rights reserved Port Fowarding BeAnywhere Agents can be configured to act as a gateway between local applications and services on the remote LAN that normally are not accessible from an outside network being able to provide almost the same level of functionality as a Virtual Private Network Use BeAnywhere to create temporary or permanent port forwards to the remote network n i EE Enable advanced display optimizations experimenta
20. in any of your websites Simply copy the code presented at the center of the screen and paste it on the code of your own web pages The button presented in this window is merely an example To modify the aesthetics of the button you wish to place on your website simply uncomment the colored code and use your own URL TECHNICIANS Online 02 Online 02 Offline 05 Offline 01 Welcome COMPUTERS eS SIGN OUT 1 Your web site 2 Start APIs 3 Validation APIs 4 Exclusive link A PROFILE Your customers can send you a support vea directly from your own web site Identification Just place the script below in the desired p A button looking like this one will appear bm a page Email templates Applet Setup immi GETSUPPORT If you want to customize the button image just uncomment the colored code below and use your own URL Technicians Pia pe a ype enva ri Borerimon ar BASE Customlmg place your images URL Optional Please uncomment parim BASE gonna 418233ee 4b96 11df 3510 123139029c 2 II Required My Computers lt script gt Surveys lt script language javascri t gt Calling Card var baJsHost hitps document location protocol https http h document write unescape 3Cscript src baJsHost download naa NN com corporate integration js integration js Warnings type text javascript 263E963C script963E Isc ipt F gt REPORTS lt a href https secure
21. on Selected Queue A new window will appear in which you can choose a specific department or technician b To setup expiration options click the Change button on Expiration You can define the session time included choosing from unlimited support time to a certain number of minutes hours or days The expiration date defines the validity of the Calling Card It can go from never expiring to expiring on a certain day thus not being usable beyond that date This two options Support Time and Expiration Date are independent meaning that you can setup both of them only one of them or even none of them BeAnywhere Support Express Console Beonywnere Suppor Express PENDING REQUESTS MY COMPUTERS CURRENT SESSIONS Carl Peterson 0 NEW SESSION Please select a support method _ New Session v New Calling Card 2 GENERATE CALLING CARD Additional information about the calling card optional There are no pending requests Name John Wayne Customer 05261907 EMail john wayne amp wildwest com Problem Description Trouble printing Selected Queue All Technicians and Departments 4 After configuring the relevant advanced options click on Generate Calling Card Creating a batch of Calling Cards in the Admin Area 1 On the admin area click on Management gt Calling Cards 2 On the first tab click on Create New which will direct you to the third tab 3 Generate Cards TECHNICIA
22. or group for more options ADD COMPUTER By clicking Generate Link ADD NEW COMPUTER Enter the following information to generate the installation link Computer Name Remote 1 Group Root Group SELECT Link expiration date IJ Never expires Number of Installations fi GENERATE LINK gt Take this link and use it in the computer s where you want to install the BeAnywhere service Once the installation is completed you ll be able to access to that computer even when there s no one attending it https secure corporate beanywhere com download copy Copy to clipboard or send the installation link by email ERATE an installation link will be created This link should be sent to the customer Through the Copy button you ll be able to copy the link to the clipboard allowing it to be pasted into for instance any text box or an Email body ready to be sent to a customer The customer only needs to follow the given link and download the application The technician will now be able to provide unattended support to that computer BeAnywhere Support Express Console l gt X Be nywnere oe Support Exp ess S PENDING REQUESTS MY COMPUTERS ADD NEW COMPUTER Enter the following information to generate the installation link Search i Computer Name Remote 1 Group Root Group SELECT Link expiration date I Never expires You have no computers to manage T
23. s mouse and keyboard V Send and receive files with no size or format limitations V Reboot and reconnect your customer s computer V Generate reports about your support activity V Connect simultaneously with an unlimited number of customers V Deliverremote support without installing anything on your customer s computer V Record any session on a video file V Undertake remote assistance even when your customer is not available V Generate and send surveys to customers and technicians System Requirements Technician s System Required Windows Server 2003 Windows XP Windows Vista Windows 7 or later Required Ability to make direct outgoing TCP connections or availability of an HTTP proxy or a SOCKS server Recommended Minimum of Pentium 450 with 128MB of RAM Recommended Stable Internet connection with 56k or better Customer s System Required Windows Server 2003 Windows XP Windows Vista Windows 7 or later Required Internet Explorer Netscape Navigator 4 0 or later Mozilla Firefox 1 0 or later or Safari 1 3 or later Required 28 8Kbps connection 56K recommended Required Ability to make direct outgoing TCP connections or availability of an HTTP proxy or a SOCKS server 2012 BeAnywhere All rights reserved ee zx PE l det B EE A M Install BeAnywhere Support Express download and install BeAnywhere Support Express 1 Go to www beanywhere
24. server here Proxy server Proxy 192 168 1 112 Enable Direct Connect to this computer Direct Connect Part a 5 Insert the proxy IP address recommended or name of the server and the relevant port 6 If the proxy is using Direct Connect select the corresponding checkbox and insert the port number for this feature Please note that the computer will be able to establish sessions even if Direct Connect fails or is misconfigured 7 Click Test my proxy settings to verify if the connection to the proxy is correctly established 8 Click Apply Chapter 12 Administrative Area em Support Exoress Administrative Area allows administrators to setup their company s profile and manage their BASE account You can follow the http base beanywhere com URL to acces the Admin Area or go directly from the menu at the top of the console window PENDING REQUESTS MY COMPUTERS CURRENT SESSIONS Wizard At the first visit to the Administrative Area you ll be welcomed by a Wizard window Welcome 1 Profile 2 Initial form 3 Exclusive link 4 Your web site 5 Calling Cards Welcome to BeAnywhere Support Express Please complete this quick wizard to setup some important features about your account START w This assistant is intended to help the Administrator in the process of setting up a few of the account s basic aspects The Wizard window however is always at your disposal it can be
25. the end of each session which by itself is another layer of security b BeAnywhere Password You can choose a password with at least 8 characters including letters numbers and symbols c Windows Account This option uses Windows authentication allowing the session to be authorized on the basis of a valid local or domain based Windows account For security reasons only accounts which already have a profile created on the local machine will be correctly authenticated SECURITY Please select the type af authentication required when connecting to this computer Authentication Type Mone BeAnywhere Password Windows Account APPLY gt CAMCEL 2 5 Allow restricted accounts to login to this server If this option is unchecked only local or domain administrators can login to the computer through BeAnywhere Click Apply The settings will be used on the next session 2012 BeAnywhere All rights reserved po n N eu SENSE z E e E 330 Providing Assistance to Your Costumer Session Window hen a technician accepts a support request a new session window will immediately open up The connection between both computers local and remote is established The initial window of the tech s console shows the request details provided by the client if provided and enables the access to the BeAnywhere support remote Tools BeAnywhere Support Express Console a e
26. the opportunity to disconnect one of the online technicians thus finding room for another technician to log in The permission to deactivate others or the chance of being deactivated by others are determined through the Can disconnect other techs and the Can be disconnected options By default both are checked Console Features Can disconnect other techs Can be disconnected 7 Can access Tickets Access RDP Tunnel Access TCP Port Forward Access Remote Desktop Access FTP Access System Information _ Access System Shell My Computer management permissions 7 Access to My Computers Simply uncheck the first option if you do not want to offer this particular technician the possibility to disconnect others Uncheck the second option if you do not want this particular technician to be disconnected by others To disconnect an online technician just select one technician from the list presented at the moment you try to log in The disconnected technician will lose all access to BASE features and will need to repeat his login procedures in order to get back online if there s enough room for him obviously ONLINE TECH LIMIT REACHED imber of simultaneous technicians ct one technician in order to free one li lect one technician from the following list Demo 2012 BeAnywhere All rights reserved Default Settings Tecnhician s work default settings
27. the remote machine in session You can establish an RDP tunnel to that machine or to any other computer in the network by manually setting up the relevant ports 2012 BeAnywhere All rights reserved Configuring BeAnywhere Console b Remote Host The DNS or IP address where the remote service is If the service is on the machine hosting the BeAnywhere sessions please 1 During a session on the Chat or System Shell Tabs click on use localhost or 127 0 0 1 Forward Port c Remote Port This is the port where the remote service is listening for connections BASE needs both the remote host and the remote port val ues in order to know where to route the local traffic You cannot use a range on this field if you insert a port range in the Local Port that range will be forwarded to the remote computer starting from the port defined here i e Local port range is 5000 5100 if you had setup port 1000 as the remote port BASE will forward the local traffic to 1000 1099 on the remote computer E Paq E Faraoia i Bad ywhare Eupport Expraz Connected E E CHAT pexTOP Mees SHELL Ghat with Adeiresbrabor REMOTE PORT FORWARDING Alows your local applications to easily access camias on the remote network e g 55H 5 FTP MySQL ROP ar other custom network app ications kicaly this through a BaAunavhera secure tunna Local Fort Remote Host Remote Port Remember Enabled Description 2 In the new win
28. 2 168 131 71 Connection List 1 All the registered proxies from a given Helpdesk Center are listed on Profile gt Integration gt 5 Proxy under Step 2 Manage your BASE Proxy server installations 2 On the left you can check all the proxies installed Clicking over any of them will present all the relevant information kept by the system 3 Besides the name and description you can also checkits external port the installed version when the proxy was last seen and also the associated IP addresses REMOVE 4 To delete a proxy just click on Remove Please note that this action will permanently disable the proxy s communication with BASE network You will have to uninstall it manually on the corresponding machine and it cannot be reactivated 2 Setup the BASE Agent or Applet Both the BASE Agents and the BASE Applet are automatically configured and no manual setup is required in most situations However in the event that connectivity problems or incorrect configuration of the proxy machine impair the automatic setup some configuration might be required 1 Run the applet or start BASE Agent configuration program on a computer with a limited or inexistent connection to the Internet 2 After a while a message will appear asking if the computer is behind a proxy server Click YES 3 The next message will ask if there is a dedicated BA Proxy server Click YES 4 Select Use BeAnywhere Proxy
29. Beenuwhere Support Express eis A A ee SLAA User Guide Revision January 2012 BeAnywhere Europe Multiplicar Neg cios Lda Ed Sagres 7 2 B Prior Velho 2685 338 Sacav m Portugal contact base beanywhere com Phone 351 210 308 320 02012 BeAnywhere All rights reserved Chapter 1 Getting Started System Requirements Chapter 2 Install BeAnywhere Support Express Terms Chapter 3 BeAnywhere Support Express Components Portal Console Applet Chapter 4 Login and Start To start BeAnywhere Support Express Console s start screen Close or Exit BeAnywhere Support Express Chapter 5 Support Sessions Start a Support Session End a Support Session Alternative ways to start a session Chapter 6 Master Password Adding a master password to BeAnywhere Agent Chapter 7 Providing Assistance to Your Costumer Session Window Chat Administrator privileges and Windows User Access Control UAC Remote System Information 11 12 12 12 13 14 15 15 16 17 18 19 19 20 20 Notes Surveys Remote Desktop Status Bar System Shell Using System Shell General Commands Port Fowarding Configuring BeAnywhere Agent Configuring BeAnywhere Console How to configure an FTP connection File Transfer System Info Chapter 8 Unattended Support Chapter 9 Session Transfer Chapter 10 Calling Cards Pre Configuring the Admin Area Creating a single Calling Card in the console Creating a batch of Call
30. E gt system DESKTOP SHELL Place your mouse over the remote screen to completly redirect your keyboard to the ren Connected P2P UDP AES 256 1 Remote control toolbar You can find this toolbar at the bottom of the session window From left to right you have Remote monitor BeAnywhere Support Express helos you support those of your customers with multiple monitors In that case click on this button and select the one monitor you wish to access Screen resize You can choose to change the size of the image of your customer s desktop within your session window You can resize the remote screen between 1076 to 10076 of its original size Color depth You can optimize the color depth of the image of your customer s desktop within your session window You can set it to Grayscale Low Color Medium Color and High Color Full screen The session window expands to full screen allowing you to best picture the remote screen image Screen capture You can grab one or more screenshots of the remote computer and save them to a JPG file in your computer Restart Computer It s possible to reinitiate The client s operative system without knowing the respective windows credentials helpful in software installation procedures or upgrades for instance Please note that the client s intervention is mandatory in order to complete the process Transfer clipboard An alternative to the more usual Cril C e Ciri V co
31. NS Online 01 DG Besanywhere Support Express Corporate Edition COMPUTERS e Online 00 Licenses 1 Expiration Oct 28 2012 Offline 01 Welcome Carl Peterson SIGN OUT 4 HOME PROFILE Identification Here you can create and export groups of Calling Cards for further distribution Some parameters defined on the creation of the Calling Cards can also be changed later Email templates Group Name Applet Setup Integration T MANAGEMENT Number of codes 0 Apply to All GENERATE V Apply to New Codes Apply to Unused Calling Cards Warnings FE REPORTS Session History Customize URL warnings Missed Sessions o PREVIOUS Qo 3 Insert the name for the batch to be created on Group Name For adding calling cards to an existing batch see Calling Card Management 4 Insert the number of codes If you do not want to set up any advanced options click on Generate Otherwise continue to the following fields 5 f you want to limit the departments who will receive the requests click on the respective checkbox and select a department from the dropdown list 6 In order to limit the technicians who will receive the requests click on the respective checkbox and select a tech from the dropdown list 7 For limiting the session time included select Duration and define a certain number of minutes hours or days
32. OFILE Identification Email templates Applet Setup New Session API Use this API Application Programming Interface to generate new sessions from outside the tech console Download the user guide below to learn how you can easily generate new sessions right from your web site or CRM software Intention Your UID diem e gt 95 c Technicians Department My Comput Surveys Il Landing Page API Calling Card This API allows you to use your own page for insertion on PIN codes or Calling Cards A simple form is used to pass parameters to our URL http pc112 cc receive pin php The Warnings following parameters are mandatory in the form lang language of the target page en pt code type PIN code or Calling Card co pin code 1 calling card pincode the 6 characters PIN code inserted by the user 5 History cc code the Calling Card ID inserted by the user Use the following wizard to generate a basic example you can customize Language English v Code Type pin code v Please insert your code GoCharge Credits 6 digit pin code GoCharge Withdrawals lt PREVIOUS HELP FAQ Documentation Contact NEXT Q 2012 BeAnywhere All rights reserved 3 Validation APIs A single option to toggle the Use Validation API active By default this option is not checked thus being inactive 4 Exclusive Link Definition of the exclusive link from which your
33. Port Enabled Description RUN APP gt cLosE f 5 f you want to pass parameters to the application i e the remote address fill the Application Parameters 6 Use the Description field to enter a description about the port forward This is especially useful if you want to permanent forwards 7 To use the port forward every time you connect to the computer click on Forward this port each time connect to this computer This setting saves the port forward locally on a configuration file How to configure an FTP connection File Transfer Protocol FIP servers need several ports to communicate with clients In order to setup an FTP connection using the BASE Port Forwarding feature you have to know what ports is the server using both for control and for data connections You also will have to make sure that your FTP client is running on Passive Mode Then you can setup each port manually on the BASE console or you can just use a port range In example if an FTP server uses port 21 for control and then 5000 to 5010 for data connections you will have to add two forwards one for port 21 any port on the local computer and port 21 on the remote machine and another one for the ports used on data connections on the specific case of the FIP you have to use as local ports the same ones that are configured on the remote host So for this example you would use 5000 5010 as the local port range and then 5000 as the remote port
34. Support Express Proe Basic information 2 Company logo 3 Calling Cards 4 Administrator 5 Access Control PROFILE Identification 1 Basic information Email templates Company Name Applet Setup i Integration Email Address m T MANAGEMENT Technicians Departments H My Computers Phone Country United States B lt PREVIOUS NEXT Q Q 2 Company Logo Insert the company Logo To start uploading the Logo simply click on Upload Logo Be sure to respect the size and extension restrictions JPEG max size 200KB 578 X 98 pixels 3 Calling Cards Choose a prefix to add to your Calling Cards Please use the Your Calling Card Prefix text entry field to compose the desired prefix it must be composed by 4 to 8 digits Letters A Z or Numbers 0 9 case insensitive A pre visualization of your Calling Card format will be visible immediately below For more information please check the Calling Cards chapter 4 Administrator Use the text entry field available stating your new password whenever you decide to change it Your Username will be displayed at all times 5 Access Control Limit access to the Console and or the Administrative Area To establish access restrictions simply select the Limit the Access to Admin Area by IP option and or Limit the access to Tech Console by IP Secondly insert in the available text entry fields which of the IPs will benefit
35. The following menu will let you edit the question itself through a simple text entry field You can also determine the type of answer you prefer if you choose list of choices an Add button will enable you to determine that list of possible answers Finally the Active checkbox establishes whether or not the question should be a part of the survey Click the Add button to add this new question PETA MAg Enter the question here Answer Type Click on the placed at the top right corner of the window to close it without adding a question 2012 BeAnywhere All rights reserved Calling Cards A calling card is a special version of the applet that can be dropped on a client s computer and therefore used every time he needs remote assistance Calling Cards have a reference ID composed by an alphanumeric prefix and 13 digits this ID is used for downloading this special applet The Calling Cards can be setup with an expiration date and a maximum session time defined allowing a great deal of flexibility for providers to create special promotions or different support products BASE allows the creation of single Calling Cards through the console but also enables the creation of batches using the Admin Area The management of all the Calling Cards is also made through the Admin Area gt co Conpon rate ten tion COMPUTERS TECHNICIANS F Online 02 Online 02 Expii eie Dec a 2020 ffl Hil h T Beanywhere pir Off
36. This is the failsafe mode of operation and it is compatible with all the configurations and topologies Direct Connect The BASE gateways are only used in the context of establishing remote sessions during the initiation process After that the connection between the BASE Proxy and the BASE Consoles is made directly This mode is faster because it uses one less hop diminishing the latency but it is less compatible with more restricted configurations Remote Lan Base Infrastructure Figure 1 1 BASE Proxy Direct Connect Method 2012 BeAnywhere All rights reserved In order to use BASE Proxy you will have to perform the following steps 1 Install BASE Proxy l Setup the computer in which the proxy is installed The following ports must be opened in the Proxy machine for both inbound and outbound connections TCP 8082 only for LAN traffic Port used for BASE Agents Applets to communicate with the proxy This is the port defined on the Bindings tab of the proxy interface so if you change it you wil have to configure your firewall accordingly CP 443 for LAN and WAN traffic This is the port used by the Direct Connect feature so it only needs to be setup if Direct Connect is to be enabled You will also need to route this port from the WAN to the proxy machine If you change the Direct Connect port on the proxy interface this configuration has to be updated accordingly UDP 43210 only for LAN traff
37. YCLER System Volume Information WINDOWS p Name Type Modified n b51b009e7180a203e5ff File Folder 21 10 2011 11 37 10 naa File Folder 21 10 2011 13 37 58 Ld Documents and Settings File Folder 27 10 201109 22 08 n MSOCache File Folder 24 10 2011 08 51 48 Ld NVIDIA File Folder 21 10 2011 14 03 13 Ld Program Files File Folder 05 12 2011 16 40 47 Program Files x86 File Folder 21 12 2011 17 00 19 Ld RECYCLER File Folder 27 10 2011 09 30 00 HS Ld System Volume Informat File Folder 21 10 2011 11 21 04 HS B winvows File Folder 14 12 201109 28 46 Lan tp r Local Folder Remote Folder You can drag and drop files between the local and remote computers You can also do it between your desktop and this window Hide Tips To start transferring files select the File Transfer button 4 d FILE TRANSFER from the session window of your Console The File Transfer interface is very straight forward On the left side you have the list of files and folders present on the technician s computer on the right side is the list of files and folders present on the customer s computer To start a transfer just drag and drop files or entire folders The file transfer queue below will transfer each file at a time and It will show you a progression bar You can change the priority of each file transfer by changing a file s position in the file transfer queue Additionally you can pause and cancel eac
38. ail templates Applet Setup Integration All groups H History ME MANAGEMENT 1 2 3 7 8j 9 14 15 16 A 22 23 soto 28 29 PREVIOUS NEXT Q C y Use date as creation date Pah exviration date EE 10 11 17 18 24 25 31 SIGN OUT si 6j 7 12 13 14 19 20 21 26 27 28 2012 BeAnywhere All rights reserved Chapter 1l Using Base Proxy eAnywhere Support Express Proxy can be used in situations where the remote machine has no connection to the Internet or when it connects to the Internet using an Unsupported type of proxy or authentication It must be installed on the remote LAN in a computer not only reachable by the BASE Agents and Applets but also with free access to the Internet i e a machine on the DMZ or even the firewall machine It can be configured to restrict which BASE Agents or Applets are able to use it and it can also bind to multiple network adap tors It is completely transparent and supports every feature on the BeAnywhere protocol including Port Forwarding It also has a very flexible configuration being able to run as an application with limited privileges but also as a Windows Service Remote Lan Viewer Base Infrastructure Figure 1 BASE Proxy Standard Connection Method BASE Proxy supports two types of connections fig 1 Standard All the inbound connections are initiated through BASE gateways
39. ake this link and use it in the computer s where you want to install the BeAnywhere service Once the installation is completed you ll be able to access to that computer even when there s no one attending it https secure corporate beanywhere com download copy Copy to dipboard or send the installation link by email Right dick over a computer or group for more options ADD COMPUTER 2 During the duration of any unattended support session the BeAnywhere icon placed on the remote computer System Tray will alert the local user that his computer is being accessed by a technician z mas Aremote session is taking place No remote session occurring at the moment Chapter 9 Session Transfer t s possible to transfer sessions between different technicians and or departments There are more than three ways to do it prior to the creation of a new Pin Code A before accepting a support request B and during a support session C A Prior to the creation of a new Pin Code In the console s homepage the technician should click in the Show Advanced Options option After that pressing the Change button placed at the bottom of the window will enable you to redirect the support request to any specific department or technician Upon the client s insertion of the new Pin Code the generated support request will be sent directly to the technician department previously selected eu BeAnywher
40. and IP address ranges all the BASE Agents or Applets running on machines within that range of IP address will be contactable This can be used as an extra security measure Log This tab presents all the events related to the use of the proxy like connected machines sessions established or IP changes You can suspend or clear the log Both this options are cosmetic the proxy continues to register activity and debug information which can be found at 27616419265 NBeAnywhereNBASupProxy for Windows 2000 and XP and at c Nprogramdata for Windows Vista or later OS m BeAnywhere Support Express Proxy 1 00 00 n xl Home Bindings Direct Connect IF Filter Log Service Suspend Log Clear Log 2011 12 14 23 01 57 5tartServer Proxy server listenning an 0 0 0 0 8082 ie 2011 12 14 23 01 57 5tartServer Proxy server started 2011 12 14 23 01 57 StartServer Direct Connect server listenning on TCP port 443 2011 12 14 23 01 57 StartServer Direct Connect TCP server started 2011 12 14 23 01 58 StartServer Waiting For connections 2011 12 14 23 02 02 HandlecheckExternallPQueryComplete External IP updated Eo 64 91 197 175 Service By default BASE Proxy is installed as an application Here you will be able to install it as a Windows service You can also uninstall the service later using this tab and the Proxy will then run again as an application a BeAnywhere Support Express Proxy
41. ards or several calling cards at the same time belonging to the same or to different groups Manage a group of cards 1 To manage the global settings for a group of calling cards click on its name at the list on the left 2 Select the third Tab 3 Generate Cards 3 Change the relevant options Number of Codes Duration Department etc 4 Select the scope of the changes by clicking on one of the following checkboxes a Apply to New Codes The settings will be applied only to new codes created in the group If you are adding codes to the group you have to select this option or else the new codes will not be created b Apply to Unused The settings will be applied to all of the unused codes regardless they are new or not c Apply to All The settings will be applied to all codes 5 You can also change the Customize URL warnings These settings will always be applied to all of the codes on the group regardless of the scope defined on the previous point 6 Click on Generate or on the save icon Q A confirmation window will appear 2012 BeAnywhere All rights reserved Manage one or more cards The management of one or more cards is done at the second tab 2 Active Cards By default all the cards from all the groups will be listed here unless you select one of the groups from the list to the left In that case the table will be showing only the calling cards belonging to that group The table inclu
42. be presented to your client 6 Clicking on the save icon Q will save all of the information in Management Warnings not only the one inserted on the calling cards tab Creating a single Calling Card in the console 1 On the main window of the BASE console select New Calling Card and click Stard New Session 2 If you do not want to set up any advanced options click on Generate Calling Card Otherwise click on Show Advanced Options 3 Besides the optional information that can be added to a calling card customer name number description you may setup the groups or technicians that receive requests along with the expiration options d To setup who will receive the requests generated by a calling card click the Change button on Selected Queue A new window will appear in which you can choose a specific department or technician b To setup expiration options click the Change button on Expiration You can define the session time included choosing from unlimited support time to a certain number of minutes hours or days The expiration date defines the validity of the Calling Card It can go from never expiring to expiring on a certain day thus not being usable beyond that date This two options Support Time and Expiration Date are independent meaning that you can setup both of them only one of them or even none of them 4 After the configuration click on Generate Calling Card Creating a batch of Calling
43. com 2 Download the tech console and run it 3 Select the download destination and click Next COMPANY LOGIN SOLUTIONS PRODUCTS Besnywhere NEW BUSINESS OPPORTUNITY Become a BeAnywhere Country tovor computer tom Partner We want to to find compani ies and enterpenours with experien in local markets to drive pinpoint od ater Get on board and take part on an exciting journey m Set ng z Based on the Clo ou Series ere Forge abou reals o port configurations 54 Medida Lo lees an iemet connection domanis m a cuiu full manage aie is no oa mos tools to get thera a ied an iy managed Reliable and Safe G It s FAST A resilient P2P protocol and routing Our protocol is one of the fastest in servers around the world assure that i the industry Almost 9596 of our you will always get amoa All the I connections are made using communi d between every peer adaptable P2P technology It s like gt are fully en x being on the remote computers 55 Opportu nity WR come a BeAnywhere Country Partner Login to My Account Email Address Password It s possible to install BeAnywhere in as many computers and pen drives as you d like but only licensed technicians will be able to log in to it You can have an unlimited number of technicians only after purchasing sessions EZ BeAnywhere Support Express Console v 3 00 00 Setup z c mm Installation type Please select the installation t
44. des the following information ID The calling card number which will be used for downloading the special applet CREATED Date of creation of the card MADE LOST Number of sessions made and number of sessions that were not answered by the technicians TIME USED Time already used on sessions TIME LEFT Remaining time for support EXPIRES Date of expiration of each card STATUS Visual indication of the status of the calling card If it is still valid a green checkmark will be shown A red X means the code is expired or was revoked To manage one or more cards please perform the following steps 1 Select the checkbox corresponding to the code or codes you want to change 2 Click on Edit sail 3 You can change the expiration date the duration total time of the card and the time left 4 Clicking on Reset code status reactivates a code that has been revoked 5 After changing the relevant fields click on Save The Revoke button disables the use of one or more codes thus blocking them ADMIN AREA Expiration Date o Su Mo Tu We Th Fr Sa 43 e 8 10 11 12 13 January 2012 EE 1 3 15 17 18 19 20 22 24 25 26 27 29 31 NEN 75753 NEN 75753 Duration Time Left Reset code status Clicking on this button will prompt a confirmation window if you agree the code will be permanently banned from BeAnywhere network To search for codes click on the Search button and a
45. dow there are three mandatory parameters d Local Port Refers to the local port number on which BeAnywhere console will listen for incoming TCP connections that will then be forwarded to the remote network The local port is as the name implies the port belonging to the machine where the console is running In order to avoid conflicts you can use 0 and a free port will be assigned automatically You can also insert a port range using the following syntax startport endport i e 5000 5100 This is especially useful for services like FTP see 3 If you don t need anything else assure that the Enabled box is checked How to configure an FIP connection bellow If you use a port range and click OK Not having the Enable box checked will save the port forward please be sure to check if that range is free on the local machine but you will need to activate it before use 4 BASE also allows you to setup a specific app to be associated with a specific port forward While any application can use the forwards configured using this feature this allows you to invoke pre configured programs from the console To add an application click on the folder icon under Run Application REMOTE PORT FORWARDING Allows your local applications to easily access services on the remote network e g 55H S FTP MySQL RDP or other custom network applications locally this through a BeAnywhere secure tunnel Remote Host Remote Port Remember Local
46. e Search button allows you to perform a search through the entire database offering various search criteria date customer name video recording domain technicians customer number etc The Assign to button lets you associate the selected sessions to a customer number an email and or a Name To study each one of the sessions in detail simply double click on the desired session it s possible through this detailed window to Export run download to your computer or Send send in PDF to any email adress The buttons on both options are placed on the lower left corner At the bottom of the window the search results can be found in graphical form The Chart Type option lets you choose between a graph of Columns ROWS or Pie Number of Sessions Day 2012 01 03 14 28 X4 a 2011 12 29 28 57 2012 01 02 57 14 The Graph Object option shows in cascade the various criteria on which each graph can be build upon In order to display a new chart you must click the Generate button Vim 2012 BeAnywhere All rights reserved Missed Sessions Recording of all the sessions requested but not answered by any technician By clicking on any of the registers you can consult any messages left by the customers The Export button Starts the data s download to your PC in Excel format The Search button allows you to perform a search through the entire database offering various search criteria name o
47. e Support Express Console Beonywnere J Support Express MY COMPUTERS CURRENT SESSIONS Carl Peterson 0 NEW SESSION Please select a support method New Session 7 F New Calling Card START NEW SESSION gt Additional information about the session optional There are no pending requests Name John Wayne Customer 05261907 EMail john wayne wildwest com Problem Description Trouble printing Selected Queue All Technicians and Departments CHANGE O lt lt Hide Advanced Options B Before accepting a support request Incoming support requests can also be redirected to any specific technician department The Pending Request tab top left shows a list of computers that at that given moment are waiting for assistance Clicking over any of them will unveil related info as well as two buttons Accept Request and Transfer Request To The second option will enable you to direct that request to any specified technician department It s possible to add a note to this transfer order explaining for instance the reason behind the transfer Eadaryesharra Support Exam Conacia PEMDING REQUESTS SY COMPUTERS LEADING CAPITAL DESIGN G3cz3 F DESIGH Hame Emat Darei LEADIHGCAPITAL Lnmpurer name DESIGN Support raqugst description are Seen Wei Higher pp TRANSFER REQUEST TO ACCEPT REQUEST I C During a Support Session It s possible for a technician to red
48. e technician will always enjoy the possibility to edit and confirm the data Furthermore you ll be able to setup the report sending as mandatory or optional When Optional is active it s up for the technician to decide whether to send or not reports after each session the Mandatory option enables an automatic sending of the reports erasing any technician s control over the process It s also possible to incorporate in the email a link to a video session recording if due This link has an associated number of maximum views permitted you can decide that limit on the dropdown box at the right COMPUTERS TECHNICIANS Online 00 o Online 01 Offline 01 Offline 00 Welcome Carl Peterson SIGN OUT DK Besnywhere Identification Email Templates 1 Install link 2 Support link This e mail template is used to send a PDF report to your client when you close a support session If set to optional it will be up to the technician to decide to send the report or not Email templates If set to mandatory the report is always sent Applet Setup Integration Settings Optional Include session video link when available limited to 10 z views Departments My Computers Subje ct Surveys Calling Card Support session report Warnings Bod Get the PDF report about your support session lt link gt Session History Missed Sessions Thank you Running Sessions Support Team Tech Performance Surv
49. eive an email confirming your Panic Button hit as well as the beginning and the end of the respective 8 hour period Once this 8 hour period reaches its end your normal license standards will be automatically replaced To further enjoy BeAnywhere s premium services please consider updating your license or get more hits for your Panic Button COMPUTERS Mir Online 03 anywhere saris l Onine 03 TECHNICIANS z Online 01 Offline 02 SIGN OUT A PROFILE PANIC BUTTON You don t have access to this feature What is the Panic Button ertification Corporate Edition Licenses 999 buy more Expiration Dec 31 2020 extend Select statistic Daily sessions v Sessions Wednesday 16 Novemi Saturday IJ December ORA Number of Sessions Day Runn Tech Performance Surveys BILLING Invoices GoCharge Credits GoCharge Withdrawals Documentation Contact 2012 BeAnywhere All rights reserved Profile The Profile section displays several configuration options associated to the company s profile Identification Here you ll find a vast array of configuration options 1 Basic Information Definition of the company s biographical details name e mail address telephone number VAT Country and Region Corporate Edition COMPUTERS TECHNICIANS DEE Licenses 1 Online 00 Online 01 Expiration Oct 28 2012 Offline 01 Offline 00 Welcome SIGN OUT Beanywhere
50. ent gt Surveys SHOW REPORT BILLING Invoices GoCharge Credits GoCharge Withdrawals Billing Invoices Record of the receipts associated to BeAnywhere subscription payments The report indicates valuable information like the date the amount the currency used or the duration of the session The Export button at the bottom left initiates the data s download to your PC in Excel format COMPUTERS A TECHNICIANS Online 02 Online 01 Offline 05 Offline 02 Welcome SIGN OUT Invoices Here you can view and download all the invoices associated with your BeAnywhere subscription payments A PROFILE Identification PAYMENT TECH CLIENT EMAIL PRICE FEE STATUS Email templates Applet Setup 2011 Nov25 amem Carl eo 10 EUR 10 EUR Pending C3 ca Integration 2011 Nov 25 se ee Jose Dues 10 USD 10 USD Cancelled on 1970 Jan 01 L3 Q 2011 Nov 24 t Carl D 10 USD 10 USD z Pending as 2011 Nov 24 es Carl D 10 CAD 0 CAD Pending E Q Technicians 2011 Nov23 amd Car pute Ea 10 AUD 10 AUD cancelled on 1970 Jan 01 Ome Departments My Computers 2011 Nov22 w Carl 15 AUD 15 AUD z Pending Oa Surveys 2011 Nov22 ee Cari 10 GBP 10 GBP X Cancelled on 1970 Jan 01 C3 Q Calling Cards viaiia 2011 Nov 22 Carl oo o P 9 0 10 EUR 10 EUR x
51. es too long to reply to a chat message Simply use the available text entry field In this case you also have the possibility to determine the waiting time limit simply change the value in the Timeout text entry field The message you have defined will appear in the client s chat box whenever this time limit runs out ition COMPUTERS TECHNICIANS DK icenses Online 02 7 Online 02 xpiration 3 ofi 01 Wel SIGN OUT Beanywhere da mend Support Express Applet setup 2 Initial form 3 Messages 1 of 4 4 Messages 2 of 4 5 Messages 3 of 4 6 Messages 4 of 4 This is where you define the message shown to your customer when the technician takes too long to reply to a chat Identification message il lat Timeout 30 seconds Applet Setup Integration Message Please wait a few moments Technicians SUPPORT EXPRESS V 1 01 20 Departments My Computers i a g 16 47 47 lt Mary gt Please wait a few moments Surveys Calling Cards Warnings E REPORTS Session History Missed Sessions Runnin g Sessions Tech Performance Surveys BILLING Invoices GoCharge Credits GoCharge Withdrawals HELP o PREVIOUS Q After the setup is completed the Q button placed at the lower right corner will validate and save all changes 2012 BeAnywhere All rights reserved Integration BASE s advanced integration forms 1 Your web site You can integrate a Support request button
52. eys After the setup is completed the button placed at the lower right corner will validate and save all changes 2012 BeAnywhere All rights reserved Applet Setup Configuration of the applet s appearance and performance 1 Logo The Upload Logo button initiates the transfer process of the image you wish to present your customers as your company Logo simply search for the desired image and upload it as long as it respects the maximum dimensions and the required format JPEG 200KB 578x98 pixels The image will be presented in the preview box laid out at the center of the screen By clicking directly on top of this preview you ll be able to change its background color simply choose one of the colors available in the spectrum and click the Save Button COMPUTERS e TECHNICIANS Dee Online 02 iration Dec 31 Offline Oo Besanywhere VS fine 01 Welcome SIGN OUT Support Express PROFILE Upload the logo that your customers will see when they start a support session with you The logo will be shown at the top of the applet Check the preview bellow To define the background color of the area reserved for the logo please click on that area in the preview bellow PEG max size 200 KB 578 X 98 pixels BE ANVAHERE SUPPORT EXPRESS V 1 01 20 De Besnywhere Identification Email templates Applet Setup Integration ME MANAGEMENT Technicians Departments My Computers Surveys Calling Cards
53. f customer domain computer etc At the bottom of the window the search resutls can be found in graphical form The Chart Type option lets you choose between a graph of Columns Rows or Pie The Graph Object option shows in cascade the various criteria on which each graph can be build upon You must click the Generate button so that the new chart Is displayed Running Sessions Registry uodated every 30 seconds of the active sessions and the technicians online By clicking on any technician you are able to view all of his dealt sessions by clicking on any session you l access a more detailed data about that same support session Tech Performance Performance Report related to each of the technicians The Export button starts the data s download to your PC in Excel format The Search button allows you to perform a search for a specific technician and or for a defined period of time At the bottom of the window the search results can be found in graphical form The Chart Type option lets you choose between a graph of Columns Rows or Pie The chart will use the result set produced during the last search Chart Type Columns Pie Missed Sessions Tech Chart Measurement Missed Sessions Tech v Sessions Tech Average time Tech Longest Session Tech Total Time Tech Missed Sessions Tech Online Time Tech The Graph Object option shows in cascade the various criteria on whic
54. from access to each of the functional areas of BASE DA COMPUTERS e TECHNICIANS Online 00 Online 01 Besanywhere Offline Offline 00 Welcome Cari Peterson SIGN OUT Support Express You can limit the access to both the Admin Area and the Tech Console by only authorizing specific sets of IP addresses Identification Admin Area Email templates Limit the access to Admin Area by IP Applet Setup Integration IP Set T MANAGEMENT Multiple IP addresses must be separated by i e 127 0 0 1 127 0 0 2 Technicians Departments My Computers Tech Console Limit the access to Tech Console by IP Calling Card Wamings IP Set F REPORTS Multiple IP addresses must be separated by i e 127 0 0 1 127 0 0 2 After the setup is completed the Q button placed at the lower right corner will validate and save all changes 2012 BeAnywhere All rights reserved Email templates Setting up the emails sent to costumers in any given scenario iti COMPUTERS TECHNICIANS Dee icenses Online 02 7 Online 02 Beanywhere irati Offline 05 Offline 01 Welcome SIGN OUT Support Express Email Templates 1 Install link 2 Support link 3 Session report PROFILE A rrome This template is used when you e mail your client the BeAnywhere install link identification The install link can be used to setup BeAnywhere Support Express as a Windows service on the computers of your client
55. h each graph can be build upon You must click the Generate button so that the new chart is displayed 2012 BeAnywhere All rights reserved Surveys History of surveys To see the report of a survey you should take the following steps Click Browse select survey and any other relevant search criteria you find essential Click on each of the search results on the list placed on the upper area of the window to access the report or click on the Show Report button 3 Beanywhere Corporate Edition COMPUTERS es TECHNICIANS Licenses 999 Online 02 Online 02 Expiration Dec 31 2020 Offline 05 Offline 01 Welcome SIGN OUT 4 HOME Survey History PROFILE DATE ID TECH CUSTOMER EMAIL NAME COMPUTER NAME COMPUTER DOMAIN DURATION Identification Email templates Applet Setup Integration ME MANAGEMENT Technicians Departments My Computers Surveys Calling Cards Warnin gs EXPORT jo SEARCH e REPORTS Goto q coto 1 Show rows 1 0 of 0 wu Sonia Hide To view a report please follow these steps Missed Sessions 1 Click on Search select one of the surveys and any other criteria that you find necessary Running Sessions 2 Once the search results are listed click the button bellow to view a report about those search results Tech Performance Surveys Please note that you can view a full report about any of the surveys under Managem
56. h transfer System Info The System Info tab IS provides a wide variety of information about the assisted remote computer The technician is able to easily consult parameters related to hardware system drives windows services installed softwares etc Gc Req 680461 Remote 1 BeAnywhere Support Express Connected c jms E FS REMOTE amp SYSTEM gt FILE Reem CHAT DESKTOP J SHELL TRANSFER wt INFO DASHBOARD Lad E System Information Beonywnere OPTIONS c Please select Build 2600 Computer Domain y A Interactive User Interactive User Event Manufacturer ven Model Physical Processors BIOS Mame version Video Controller Driver Name Driver Version 013 5 Driver Date 2005 11 17 04 48 Video RAM Resolution Color Depth CPU Name Description Architecture Clock Usage Memory Physical Memory Size Physical Memory Used 244184 KB Physical Memory Used Every bit of information can be exported to a CSV file To do so please use the button placed on the top right of the interface i bw e Unattended Support WI ZA LA f SS z FH d p DEL ZG ZV s M MA ZA A AA t 5 i 2 a A PA A EEE SE ua E BeAnywhere Support Express Console o inifiate unattended support sessions the technician needs to add BESAYWAELE ee isis Wor Hire E
57. h you re able to manage incoming requests and provide the needed support to any given customer The latest console versions are available in www beanywhere com It s possible to install it directly to a computer or take advantage of its portable features by installing it into an USB pen drive You can truly provide assistance to your customers from anywhere all you need is a PC with an Internet connection Ey BeAnywhere Support Express Console Beonywhere b PENDING REQUESTS MY COMPUTERS CURRENT SESSIONS Carl Peterson 0 NEW SESSION Please select a support method There are no pending requests New Session New Calling Card START NEW SESSION gt 2012 BeAnywhere All rights reserved Applet The Applet is a small Windows application running on the customer s computer but not permanently installed Its main features are the chat window directed to the technician and the option to determine the session beginning and end After the session is finished nothing is left installed on the customer s computer SUPPORT REQUEST Click SEND REQUEST to start the support session 2012 BeAnywhere All rights reserved Chapter 4 Login and Start To start BeAnywhere Support Express f you have already installed the console on your computer just initiate t
58. he application and undertake the necessary login procedures If you haven t yet installed BASE please go to www beanywhere com where you ll find the most recent version Console s start screen Enter your email address and password in the login window and click LOGIN If you don t have an account yet click NEW ACCOUNT and rapidly undertake the registry procedure BeAnywhere Support Express Console pz SECURE LOGIN Email Password Forgot your password MEN RCCOUNT gt gt Close or Exit BeAnywhere Support Express To close BeAnywhere Support Express simply click in the X placed in the top right corner of the Console window However keeping the Console running in the background is strongly advised that s the only way to take notice in real time of any incoming session requests To keep the console running in the background just minimize the Console window You can restore it anytime by clicking in the BASE icon p placed on your system tray 2012 BeAnywhere All rights reserved Chapter 5 Support Sessions Start a Support Session O begin a support session you must first generate a Pin Code and then convey that code to your customer Remember that there are other ways to initiate a session see Alfernative ways to start a session Step 1 Generate a Pin Code You will need to generate a different Pin Code for each session and customer A Pin Code has a 12 hours validat
59. his feature greatly diminishes security breaches related with misconfigurations or with the leak of BeAnywhere credentials Setting up a master password is especially recommended on machines that perform key roles on their respective networks i e domain controllers database servers web or mail servers or with sensitive information This feature can be used in conjunction with locking Windows at the end of each BASE session Adding a master password to BeAnywhere Agent Each master password has to be setup individually on each machine In order to do it the following procedures must be done 1 Open the BeAnywhere Agent configuration window on the remote machine right click on the corresponding icon on the system tray and choose Restore from the context menu 2 If the local remote user is not running with Administrator permissions Windows Vista 7 click on Manage A dialog will open warning the user that the configuration program will have to be restarted with elevated privileges Click Yes A Windows UAC prompt will be showed and if the process is completed correctly the program will restart 3 Click on Security 4 On the new window you will be able to choose the authentication type for that specific computer a None The feature will be disabled and by default the machine will be accessible by all the technicians that can access unattended computers Please note that by default BeAnywhere locks Windows at
60. ic This port is used on the automatic setup of the Agents and Applets If it s not reachable additional setup will be required on each computer with the BASE Agent installed or running the Applet II Download and install the proxy 1 On the Admin Area go to Profile gt Integration gt 5 Proxy and hit the Download button under Step 1 Installing a new BASE Proxy server A new window will appear explaining the basic requirements to install the proxy Click Ok 2 The download of the installer will begin The installation is very straight torward the only option to be customized is whether or not to create the Desktop and Start Menu shortcuts the default option is recommended ADMIN AREA scope ere Please make sure that you have read the BASE Proxy documentation In order ta get the proxy to work correctly y The defaults are au will need ta open some ports bath inaund and outbond TCP 8082 For communicating with residents TCP 443 For Direct Connect Must be forwarded fram W UDP 43210 For auta co AM ta the machine acting as proxy nfiguring residents 3 At the end of the installment you ll have to name your new proxy and preferably add a description After performing this step click on Register 5 x m Beanywhere Support E Express Pr Home Bindings Direck Connect IF IP gt Filter Log Service 7 Before using BeAnywhere Support Express Proxy you will need to
61. ient in each one Identification Email templates Applet Setup Schedule Integration Technicians Timezone Africa Abidjan Department SG My Comput Weekdays Surveys Sunday Monday Tuesday Wednesday Thursday Friday Saturday Calling Card Warning URL to open Show on access to Exclusive Link Show on applet Enable 2 No Connection Message displayed to the customer whenever the Internet Connection fails The message as to obey the HTML format The Enabled option activates this message 3 Applet Closed Definition of the URL displayed to the customer after the session s end This URL can be presented everytime the applet is closed or when the applet is prematurely closed by the user As always the Enabled option will activate this URL presentation 4 Calling Cards Defined the URL presented to customer whenever the time limit or the date of the Calling Cards expires There are two moments when this URL can be presented at the start of a session or at the end of a session Just place the desired URL on the text entry fields i z Corporate Edition COMPUTERS Kos TECHNICIANS DL F n Licenses 1 Online 00 z Online 01 Besnywhere Expiration Ort 26 2012 Offline 01 Offline 00 Welcome Carl Peterson SIGN OUT Support Express 1 Week profi
62. ing Cards in the Admin Area Calling Card Management Manage a group of cards Manage one or more cards Chapter 11 Using Base Proxy Install BASE Proxy Setup the BASE Agent or Applet 21 21 22 23 24 24 25 25 26 27 28 28 29 32 35 36 37 38 39 39 40 42 44 47 2012 BeAnywhere All rights reserved Chapter 12 Administrative Area Wizard Homepage Panic Button Profile Identification Email templates Applet Setup Integration Management Technicians Departments My Computers Surveys Calling Cards Pre Configuring the Admin Area Creating a single Calling Card in the console Creating a batch of Calling Cards in the Admin Area Warnings REPORTS Session History Missed Sessions Running Sessions Tech Performance Surveys Billing Invoices Help FAQ Documentation Contacts 49 50 50 51 52 52 53 54 57 58 58 60 61 61 63 63 64 64 67 68 68 69 69 69 70 70 70 71 71 71 71 2012 BeAnywhere All rights reserved Chapter di Getting Started You re now part of a worldwide community able to provide live technical remote assistance without any kind of geographical restrictions Connect to anyone you want v anywhere in the world e you for using BeAnywhere Support Express BASE With BeAnywhere technology you ll be empowered to V Chat with a customer in real time V View and access your customer s desktop V Share control of your customer
63. iographic details about the client name email customer number etc fo provide a description of the problem and even gather some notes useful for future reference EN Ir REQUEST DETAILS ht with Admins babar Surveys It s possible to send a survey during a support session This feature however greatly depends of the Admin Area definitions please see the Administration Area chapter he first step is naturally the creation of the survey itself in Management Surveys at the Admin Area At bottom left of the Chat interface window the button Send Survey initates the sending procedures of any created survey hat with Admins babar Clicking in this option will show the available surveys The technician should now select the one he desires to send Aferwards just click OK To check the answers report please go to Reports gt Surveys in the Admin Area 2012 BeAnywhere All rights reserved NM INN Remote Desktop The Screen Sharing component of BeAnywhere Support Express allows you fo view and access your customer s desktop At the beginning of the session the customer must first confirm his willingness to share his screen Also the client is able to stop the session at any time To control the screen of your customer s computer select the Remote Desktop tab in the session window of your Console BA Req 680255 Remote 1 BeAnywhere Support Express Connecte Te eee
64. ion period First click the Start New Session button smsem that you can find in the Console Z BeAnywhere Support Express Console c js Beonuwnere MY COMPUTERS y CURRENT SESSIONS Carl Peterson 0 NEW SESSION Please select a support method New Session New Calling Card START NEW SESSION gt Additional information about the session optional There are no pending requests Name John Wayne EMail john wayne Gwildwest com Problem Description Trouble printing Selected Queue All Technicians and Departments CHANGE Step 2 Share the Pin Code with your customer The Pin Code is presented under Option 1 please see Alternative ways to start a session to learn about Option 2 By clicking in the six number code you ll immediately copy it to the clipboard Now you must send that code to your customer by email for instance and direct that same customer to your assistance Portal The customer only needs to insert the Pin Code in the provided text box and the support request will be sent Z BeAnywhere Support Express Console Beengwnere SEEUDUEEREEIIIEEREDIEREIIPUREREIREERD PENDING REQUESTS MY COMPUTERS There are no pending requests map pm c eel CURRENT SESSIONS Carl Peterson 0 NEW SESSION OPTION 1 PIN CODE 891378 Direct your customer to startcontrol com and ask them to enter the Pin Code This Pin Code is valid for the next 12 hours OPTION 2
65. irect a customer even during a remote support session In the Chat window s bottom right the technician can access the Transfer Session button in Clicking this button will initiate the transfer procedures Again it s possible to add a note to this transfer order explaining for instance the reason behind the transfer 2 a e Req Remote 1 BeAnywhere Support Express Connected iA os Besnywhere Pig 2 z REMOTE JS FILE Support Express CHA d TRANSFER DESKTOP enn MM y REQUEST DETAILS Chat with Administrator bit Edition ws Version 5 1 Build 2600 CSDVersion 1 Service Pack 2 0 ProductType Remote 1 esults please check if there are other users logged in the remote Session gt You are talking to Administrator BOMI ADD TOMY COMPUTERS USE RDP FORWARD PORT SEND SURVEY TRENSER SESON TO REQ Wisc LOGIN 2012 BeAnywhere All rights reserved Chapter 10 Calling Cards calling card is a special version of the applet that can be dropped on a client s computer and therefore used every time he needs remote assistance Calling Cards have a reference ID composed by an alohanumeric prefix and 13 algorisms this ID is used for downloading this special applet The Calling Cards can be setup with an expiration date and a maximum session time defined allowing a great deal of flexibility for providers to create special promotions or different support products BASE allows the creatio
66. l and enjoy increased performance security and simplicity in connecting to remote services This feature is setup per remote machine for security ll Ait cmt E E gc reasons and the permanent forwards are saved on the configuration of each console which means that they will have to be recreated if the technician uses another console To use this feature follow this steps vel Optimize desktop settings when in session Lock Windows when the remote session ends LJ Enable RDP Tunneling Enable TCP port forwarding Configuring BeAnywhere Agent 1 Open the BeAnywhere Agent configuration window on the remote machine right click on the corresponding icon on the system tray and choose Restore from the context menu 2 If the local remote user is not running with Administrator permissions Windows Vista 7 click on Manage A dialog will open warming the user that the configuration program will have to be restarted with elevated privileges Click Yes A Windows UAC prompt will be shown and if the process is completed correctly the program will restart 3 Click on Settings 4 On the new window select Enable TCP port forwarding 5 f you want to enable automatic port forwarding of the Windows Remote Desktop Protocol to that same machine select also Enable RDP Tunneling This option only has influence on the usability of the Use RDP button in the console which automatically launches the Windows RDP client pointed to
67. lds click on Save The Revoke button disables the use of one or more codes thus blocking them Clicking on this button will prompt a confirmation window if you agree the code will be permanently banned from BeAnywhere network To search for codes click on the Search button and a new window will appear Here you will be able to choose from several options ADMIN AREA anywhere 15 16 17 18 22 23 24 25 2012 BeAnywhere All rights reserved ID The calling card number which will be used for downloading the special applet Duration From To Time configured to the card Time left From To Time left on the card Expired Selecting this option will include expired cards on the search All groups searches cards from all of the existing groups All History search from the beginning Use date as Creation date Expiration date From To allow a delimitation of the search by creation date or by the expiration date defined Select the parameters relevant to your search and click Search The table will then display the filtered results DAK Corporate Edition COMPUTERS cs TECHNICIANS g Licenses 1 Online 00 Online 01 Beanywhere pees Oct 28 2002 Offline 01 Offline 00 Welcome Carl Peterson Support Express 1 Calling Cards 2 Active Cards 3 Generate Cards ID CREATED MADEI LOS 4 ACME 4EFC S4FF 67FA3 Dec 29 2011 Qo 4 HOME PROFILE Identification Em
68. le 2 No Connection 3 Applet Closed i Identification Calling Cards This area allows you to define the default custom warning messages for Calling Cards which have expired or do not have any support time left These default settings can be overridden on the creation of batches of Calling Cards Define the URLs to be presented to the client if conditions met on STARTING THE SESSION Email templates Applet Setup Integration Date expired No time left T MANAGEMENT Technicians Define the URLs to be presented to the client if conditions met DURING THE SESSION Date expired Surveys No time left PREVIOUS Q After the changes are concluded the Q button placed on the lower right corner will save and validate the new data For more information check the Calling Cards chapter 2012 BeAnywhere All rights reserved REPORTS Various reports about BeAnywhere activity Session History The button Car placed on the upper right corner of the window lets you determine the sorting order and criteria the subsequently accessed menu offers an array of different parameters name of the technician customer computer domain or length You can also sort them in ascending or descending order Corporate Edition COMPUTERS TECHNICIANS Licenses 999 Online 02 C Online 02 Expiration Dec 31 2020 Offline 05 Offline 01 Welcome SIGN OUT
69. line 05 Offline 01 Welcome SIGN OU Support Express 1 Calling Cards 2 Active Cards 3 Generate Cards 4 HOME port groups of Calling Cards for further dist Here you ande ribut TESTE Some parameters Sef ned e the creation of the Calling Cards can uem be ucl later Identification Is default Email templates TESTE2 Applet Setup Integration T MANAGEMENT Group Name Teste3 Number of codes 0 Surveys Calling Cards Warnings Apply we V Apply to New Codes Apply to Unused Customize URL warnings Y lt PREVIOUS Q Pre Configuring the Admin Area Before using the Calling Card feature you should choose the prefix that will be used on all the calling cards generated through your account 1 The prefix configuration is fundamental This option is presented to you on the Startup Wizard If you missed the wizard or if you want to change your calling card prefix go to Profile gt Identification gt 4 Calling Cards 2 There you can choose a calling card composed by 4 to 8 digits Letters A Z or Numbers 0 9 case insensitive 3 If the prefix you inserted meets the definitions described before a green checkmark wil appear The format of your calling cards will be previewed below i i PARI a COMPUTERS TECHNICIANS DEE zn Online 00 a Online 01 Expira Oct 28 2012 Offline 0 Offline 00 Welcome Carl Peterso
70. mber 20 Thursday 05 January 20 Number of Sessions Day Select statistic Daily sessions Time in session Operating systems Operating systems Pie Sessions per Schedule Sessions per Schedule Pie Click Go to generate a new graphic Obeying the same logic and search criteria you can also generate graphical information related to Customers sessions made time in ses sion geographical distribution and to Technicians number of sessions and time in session Simply choose any of the tabs placed on top of the graphical window Sessions Customers Technicians In the Homepage you ll also notice the options column placed on the left Profile Management Reports Billing Help Panic Button At the top right side of your Admin Area homepage you ll easily notice a Panic Button standing out This is yet another exclusive power feature of BeAnywhere Support Express Using the Panic Button will not only unlock all of the service features but will also allow unlimited simultaneous technicians during the subsequent 8 straight hours after any hit This feature is intended to help you deal with emergency scenarios i e a virus outbreak circumstances that demand much more from your support solution If you can t access this feature please contact your account manager To use your Panic Button simply click on it You ll then be asked to confirm your intention Afterwards you ll immediately rec
71. mmands in case they re not functional This option enables a transfer of the clipboard contents between both computers Video Record Record the support session in a video file For this recording to take place the client s permission is mandatory Advanced Options Select View Only Mode activate the Laser Pointer and ask for the remote user credentials Disconnect Session This button will terminate the session Status Bar The Tech Console uses a traffic light system to identify the status of the connection between the technician and the client which can influence the performance of the solution Both the Response Time and the Loss Percentage registered in a session are now classified by severity and shown to the technician 2 your mouse over the remote screen to completly redirect your keyboard to the ren Connected P2P UDP AES 256 DL 0 84 kB s UL 2 03 kB s Green means a good performance No problems are expected due to this indicator Yellow means that some performance decrease may occur Red appears when the session is being disrupted by connection problems between the both parties What those two indicators mean e Response It s the time that the information takes to travel between the Tech Console and the client s PC or vice versa This value depends on the quality of the Internet connection in both machines and also on the amount of traffic handled by the ISPs participating on the connection at a gi
72. n SIGN OUT Besanywhere Support Express 3 Calling Car 4 Administrator 5 Access Control HOME 1 Basic information 2 Company logo PROFILE Please choose a prefix to add to your Calling Cards The prefix identifies the Calling Cards as yours and may be used to reinforce the brand awareness of your company It s composed by 4 to 8 digits Letters A Z or Numbers 0 9 case insensitive Identification Email templates Applet Setup Integration Your Calling Card prefix ACME v The format of you Calling Cards will be Technicians ACME XXXX XXXX XXXXX Departments My Computers Surveys lt Q PREVIOUS Calling Cards 4 Clicking on the save icon Q will save all of the information in Profile gt Identification not only the one inserted on the calling cards tab 5 You may also want to setup if an URL is to be open on the following scenarios a Before the beginning of the session a i When the Calling Card is date has expired a ii When the Calling Card has no time left b After the session is started b i When the Calling Card is date has expired b ii When the Calling Card has no time left 2012 BeAnywhere All rights reserved You can find those in Management gt Warnings gt 5 Calling Cards None of these options is mandatory If no information is inserted an error message will be presented to your user when trying to establish a connection or during the calling card session but no webpage will
73. n of single Calling Cards through the console but also batches can be generated using the Admin Area The management of all the Calling Cards is also made through the Admin Area Pre Configuring the Admin Area Before using the Calling Card feature you should choose the prefix that will be used on all the calling cards generated through your account 1 The prefix configuration is fundamental This option is presented to you on the Startup Wizard If you missed the wizard or if you want to change your calling card prefix go to Profile gt Identification gt 4 Calling Cards 2 There you can choose a calling card composed by 4 to 8 digits Letters A Z or Numbers 0 9 case insensitive Corporate Edition COMPUTERS TECHNICIANS DL F Licenses 1 Online 00 G Online 01 Expiration Oct 28 2012 Offline 01 O Welcome Cari Peterson SIGN OUT Beanywhere Support Express PROFILE Please choose a prefix to add to your Calling Cards The prefix identifies the Calling Cards as yours and may be used to reinforce the brand awareness of your company It s composed by 4 to 8 digits Letters A Z or Numbers 0 9 case insensitive Identification Email templates Applet Setup LEE Integration Your Calling Card prefix ACME 4 M MANAGEMENT Technicians The format of you Calling Cards will be ACME XXXX XXXX XXXXX Departments My Computers Surveys PREVIOUS Calling Cards Warnings P REPORTS Session History Mis
74. nabla 2 Technicians Select the technicians that should incorporate the selected department the active department is visible on the left column just check the desired technicians For time purposes you can use the Select All option 1 Identification introduction Select the technicians that belong to this department They will receive support requests sent to this department After the changes are concluded the Q button placed on the lower right corner will save and validate the new data 2012 BeAnywhere All rights reserved My Computers List of computers with BeAnywhere installed as a Windows Service 1 Computer list At the center is displayed the list of groups and subgroup of available computers Clicking on any of those computers will enable at the right side three related options The Computer Name text entry field will allow you to rename the computer Simply type the new name he Remote user can start a support request option will allow the customer to send a support request or not if The option is not checked The Remote user can create a deferred support ticket will enable the cli ent to initiate a deferred session directly from his computer Corporate Edition Ee es Online TECHNICIANS Licenses 1 O 01 Expiration Oct 28 2012 Offline 01 Online Offline Welcome Carl Peterson SIGN OUT 1 Computer list Click on a computer group and define who has access to that grou
75. new window will appear Here you will be able to choose from several options ID The calling card number which will be used for downloading the special applet Duration From To Time configured to the card Time left From To Time left on the card Expired Selecting this option will include expired cards on the search All groups searches cards from all of the existing groups All History search from the beginning Use date as Creation date Expiration date From To allow a delimitation of the search by creation date or by the expiration date defined Select the parameters relevant to your search and click Search The table will then display the filtered results 2012 BeAnywhere All rights reserved Warnings Define the conditions in which certain web pages are showed to the Customers 1 Week Profile The several text boxes and options allow you to establish different messages to be showed at different schedules they are known as Schedules You can determine the Start Time and End Time the associated Timezone the days of the week and the URL You can also determine when this URL is presented on access to Exclusive Link or and on Applet The Enable option activates this Schedule The active schedules are visible on the left side list COMPUTERS TECHNICIANS Online 02 Online 02 Offline 01 Welcome SIGN OUT PROFILE Define specific schedules and create different messages to present to the cl
76. oading the special applet CREATED Date of creation of the card MADE LOST Number of sessions made and number of sessions that were not answered by the technicians TIME USED Time already used on sessions TIME LEFT Remaining time for support EXPIRES Date of expiration of each card STATUS Visual indication of the status of the calling card If it is still valid a green checkmark will be shown A red X means the code is expired or was revoked To manage one or more cards please perform the following steps 1 Select the checkbox corresponding to the code or codes you want to change 2 Click on Edit 3 You can change the expiration date the duration total time of the card and the time left i i Corporate Edition gt COMPUTERS TECHNICIANS Wee i Online 00 Online 01 Off 01 Off 00 SIGN OUT Besnywhere i Support Express ID CREATED MADE LOST TIME USED TIME LEFT EXPIRES STATUS x LJ w a 2 Active Cards 3 Generate Cards 4 HOME V ACME 4EFC 54FF 67FA3 Dec 29 2011 00 PROFILE zril ntrication s Identificat Email templat Applet Setup Integration T MANAGEMENT Technicians Departments My Computers Surveys Calling Cards Warnings E REPORTS 2 Goto 1 Show rows 1 10f1 v o PREVIOUS NEXT gt O 4 Clicking on Reset code status reactivates a revoked code 5 After changing the relevant fie
77. of codes 1 J MANAGEMENT V Department _All departments an v Tech All techs vi V Duration 1 Minutes z f V Expiration Date 2012 01 03 V Apply to New Codes Apply to Unused Apply to All Customize URL warnings Y S History Missed Sessi Runnin ig Sessions o PREVIOUS Q Calling Card Management Besides managing the global settings for groups of calling cards you can manage single calling cards or several calling cards at the same time belonging to the same or to different groups Manage a group of cards 1 To manage the global settings for a group of calling cards click on its name at the list on the left 2 Select the third Tab 3 Generate Cards 3 Change the relevant options Number of Codes Duration Department etc COMPUTERS p TECHNICIANS Online 00 Offline 01 Online 01 Offline 00 Welcome Carl Peterson SIGN OUT 1 Calling Cards 2 Active Cards 3 Generate Cards Here you can create and export groups of Calling Cards for further distribution Some parameters defined on the creation of the Calling Cards can also be changed later PROFILE Identification Email templates Group Name Default Applet Setup Integration Number of codes 1 6 MANAGEMENT V Department an departments v V Tech All techs v niciai mr EE V Duration 1 Minu
78. on Contact 4 Messages 2 of 4 While waiting for the support request to be sent the customer is presented with a window displaying four editable messages To edit the second one identified on the preview image through a surrounding white rectangle simply use the available text entry field Dic Besanywhere Support Express Corporate Edition COMPUTERS TECHNICIANS F n Licenses 999 Online 02 7 Online 02 Expiration Dec 31 2020 Offline 05 Offline 01 Welcome SIGN OUT PROFILE Identification This is where you can define the message that is shown while your customers are waiting for a technician to answer to their support request Check the preview below o Support request sent A technician will be with you shortly Applet Setup Integration Y Technicians Departments My Computers De Beanywhere Support Express Surveys Calling Cards Warnings e REPORTS Session History CONNECTION Missed Sessions Running Sessions Tech Performance Surveys BILLING Invoices GoCharge Credits GoCharge Withdrawals HELP FAQ Documentation Contact 2012 BeAnywhere All rights reserved 5 Messages 3 of 4 While waiting for the support request to be sent the customer is presented with a window displaying four editable messages To edit the third one identified on the preview image through a surrounding white rectangle simply use the a
79. on Code at your disposal this Code will produce an immediate update of the account if and when necessary You can still access the Assistant through the Start Wizard option TECHNICIANS T Online 01 Offline Corporate Edition zm Licenses 999 Expiration Dec 31 2020 offline 04 02 anywhere xpir omin SIGN OUT WELCOME UNUM 0 messages unread Identification You don t have access to this feature What is the Panic Button Email templates Corporate Edition ple abana Licenses 999 muy more zu Expiration Dec 31 2020 extend Bieracteaton code mcm um Tect Departments v CO a My Computers Surry Calling Cards Select statistic Wednesday 16 Novemt Saturday 17 December o Warnings 5 Number of Sessions Day Session History Misse S Runni Tech ec ice Surveys invo GoCh Credits 2012 BeAnywhere All rights reserved The graphic presented in the central area displays the daily basis evolution of the support sessions on that given period This criteria however can be changed through the Select Statistic dropdown list here you can choose from Daily sessions Time in session Operating Systems Operating Systems Pie Sessions per schedule Sessions schedule Pie At the right you can focus the data gathering to a specific time period setting up the starting and ending dates Daily sessions iy Sessions Monday 05 Dece
80. ovide support to any client The Console window presents a number of different assistance and management tools It s possible to undertake an unlimited number of simultaneous sessions Applet The Applet is the interface from which the customer can end a support session at any time and initiate maintain a chat with the technician 2012 BeAnywhere All rights reserved 2 n O zz BeAnywhere Support Express Components hese are the main elements of a BeAnywhere Support Express session Portal Through this website a customer can send a support request and establish a connection with the technician The customer only needs to enter the previously provided Pin Code Option 1 or the Calling Card activation code Option 2 Then just click on the Connect Now button These are two of the simplest ways to connect to a BeAnywhere technician but there alternatives ways to do so see Alternative ways to start a session support Session anywhere Please enter the pin code supplied to you A download of a small program will start That program needs to be running on your computer for the technician to be able to start the support session Please select on option Option 1 have a 6 digit code i e 123456 Insert your 6 digit code Option 2 I have a calling card i e CARD 0000 1111 22222 Enter your calling card code Console The Console provides an interface from whic
81. p Click on a computer and define its settings You can rename computers and groups Email templates Applet Setup Integration T MANAGEMENT 30 Root node Computer name El Remote 1 See Remote 1 Technicians Last access on Dec 30 2011 V Remote user can start a support request v Remote user can create a deferred support ticket To save all your changes click the Q button to remove BeAnywhere Service of this computer click the Uninstall button Surveys Creation of surveys intended for technicians and or customers Information To create a new survey click the Create New button 1 Survey Settings Definition of the survey s name its recipient customer or technician its type optional at the discretion of the technician or mandatory automatically sent the language by selecting one of five available on the dropdown list and finally the description of the survey it will be visible at the top of the survey The Enable option lets you activate this survey making it ready to be sent Corporate Edition COMPUTERS A TECHNICIANS Online 02 Online 02 enses Expiration Dec 31 2020 Offline 05 Offline 01 Welcome SIGN OUT 1 Survey Settings 2 List of questions Name Applet Setup TYF SURVEY Send survey to Integration a Me 9 Customer Technician Type Technicians Optional Department Mandatory
82. pport request As simple as that The Calling Cards can be used and reused at any time whenever the customer needs to contact the support services for more information please check the Calling Cards chapter Support Link Very similar to the Pin Code you only have to copy the Support Link from the console interface and provide it to the customer Following the link the client will initiate the simple procedures needed to engage in a Remote Session OPTION 2 SUPPORT LINK https secure corporate beanywhere com download getinstalldev php uid 37614d38 3623 11e1 b457 123139104132 copy ME rwan 4 Alternatively you can email to your customer this support link and ask them to follow it This link is valid for the next 12 hours RETURN TO NEW SESSION A Exclusive Link In order to improve your brand awareness and make it easy for your customers to remember the support URL you ll be able to create Exclusive Links You can integrate for instance your company s name in the actual URL see Admin Area chapter for more Software API Our powerful API empowers you to integrate BeAnywhere in any software enabling your customers to send a support request in an easy and seamlessly fashion 2012 BeAnywhere All rights reserved Chapter 6 Master Password n order to increase the global security of the BASE infrastructure a Master Password can be setup on every computer where BeAnywhere Agent is installed T
83. r r ae Beonu VV et ec oc Support Exp pec a i lm PENDING REQUESTS MY COMPUTERS SUPPORT REQUEST e 00 23 d Customer DESIGN Name Email Domain Computer name DESIGN Support request description Session Count 5 sessions View History TRANSFER REQUEST TO gt ACCEPT REQUEST gt The Support request details are all editable for later reference In this section it s also possible to generate a report destined to the client please see the Generate Reports chapter Chat The chat is a function that enables you to communicate with your customer in real time during a support session To communicate via Chat select the Chat button from the session window of your Console enter your text into the text entry field and click Send or press the Enter key on your keyboard Chat with aceinestrator NE a EN hee be er a Leb est eee Pee a Important In order to maintain a conversation with the client the technician doesn t need to keep coming back to the Chat tab The text box will accompany the technician s browsing through the console placing itself at the left side of any new open window This way the technician can provide the necessary assistance while maintaining the conversation CAIN19N B Am hare All rinhte r c r 2012 BeAnywhere All rights reserved Admini
84. red My Computers Surveys No time left Calling Cards Warnings F gt REPORTS o PREVIOUS O You can find those in Management gt Warnings gt 4 Calling Cards None of these options is mandatory If no information is inserted an error message will be presented to your user when trying to establish a connection or during a calling card session in these scenarios no webpage will be presented to your client 6 Clicking on the save icon wil save all of the information in Management gt Warnings 2012 BeAnywhere All rights reserved Creating a single Calling Card in the console 1 On the main window of the BASE console select New Calling Card and click Generate Calling Card VEEEEERRRNNENEENME LA BeAnywhere Support Express Console Beongwnere MY COMPUTERS CURRENT SESSIONS Carl Peterson 1 NEW SESSION Please select a support method There are no pending requests __ New Session 7 Show Advanced Options gt gt LEADINGCAPITAL DESIGN 2 If you do not want to set up any advanced options click on Generate Calling Card Otherwise click on Show Advanced Options 3 Besides the optional information that can be added to a calling card customer name number description you may setup the groups or technicians that receive requests along with the expiration options a To setup who will receive the requests generated by a calling card click the Change button
85. register it First Please assign a name to the proxy server and enter an optional description to make it easier For vou to identify this proxy server later on the admin area Then simply click Register Thank you Proxy Mame Required Baltimore Office Proxy Description Optional Proxy For Srv 1 and Srv z in Baltimore 4 The proxy will return a message confirming its registration on the BeAnywhere network Information X i J Proxy server successfully registered III Configure the Proxy interface After installing BASE Proxy and running it for the first time you will have several configuration options available Home It allows starting and stopping the proxy functionality as well as checking if the proxy is running It uses a traffic light system to identify its state red stopped yellow error or busy green working m BeAnywhere Support Express Proxy 1 00 00 Home Bindings Direct Connect IF Filter Log Service Beanuwhere Support Express Bindings While on this tab you can specify what are the IP addresses and ports from the machine running the proxy that will be used to receive connections from BASE Agents within the LAN By default the IP will be 0 0 0 0 which basically means all the Network Interface Cards with any IP address If you have more than one NIC it s recommended you specify which adaptor or IP address is to be used in order to receive the reques
86. s so that you can have unattended access Email templates Applet Setup Integration Subject Technical Support Body Technicians Please click the link below to install BeAnywhere service in your computer Departments lt LINK gt My Compal Best Regards Surveys Support Team Calling Card Warning Session History Missed Sessions Running Sessions Tech Performance Surveys E BILLING Invoices GoCharge Credits GoCharge Withdrawals HELP FAQ Documentation o PREVIOUS Contact 1 Install Link Template used when sending an installation link Composing the desired message is processed very much like any regular e mail Title and Body Text The installation link will be automatically added to the content Before sending the email the technician will always enjoy the possibility to edit and confirm the data 2 Support Link Template used when sending a support link Composing the desired message is processed much like any regular e mail Title and Body Text The Support Link will be automatically added Before sending the email the techni cian will always enjoy the possibility to edit and confirm the data 3 Session Report Template used when sending a session report The filing of the desired message is processed very much like any regular e mail Title and Body Text The Link through which the customer can access the report wil be subsequently automatically added Before sending th
87. s to be presented to the client if conditions met on STARTING THE SESSION Date expired No time left Define the URLs to be presented to the client if conditions met DURING THE SESSION Date expired E No time left lt PREVIOUS Qo 2012 BeAnywhere All rights reserved None of these options is mandatory and if no information is inserted the system will look for a default configuration which can be defined on Warnings gt Calling Cards If no information is defined there an error message will be presented to your user when trying to establish a connection or during a calling card session in these scenarios no webpage will be presented to your client 11 Click on Generate or on the save icon The second tab 2 Active Cards will be opened listing all the calling cards you have just generated 12 If you want to download the list of cards to a CSV file click on 3 Generate Tabs and hit the Download button COMPUTERS TECHNICIANS Online 00 Online 01 Offline Offline 01 Offline 00 Welcome Carl Peterson SIGN OUT 1 Calling Cards 2 Active Cards 3 Generate Cards PROFILE Here you can create and export groups of Calling Cards for further distribution Some parameters defined on the creation of the Calling Cards can also be changed later Identification Sie Prg s eee Email templates Group Name Default Applet Setup Integration Number
88. sed Sessions Running Sessions Tech Performance Surveys 3 If the prefix you inserted meets the definitions described before a green checkmark will appear and the format of your calling cards will be previewed below 4 Clicking on the save icon wil save all of the information in Profile gt ldentification not only the one inserted on the calling cards tab 5 You may also want to setup the scenarios in which a defined URL is automatically opened a Before the beginning of the session i When the Calling Card s date has expired ii When the Calling Card has no time left b After the session is started i When the Calling Card s date has expired ii When the Calling Card has no time left COMPUTERS TECHNICIANS Online 00 a7 e 1 Offline 01 Besnywhere Offline 00 Welcome Carl Peterson 1 Expiration Oct 28 2012 SIGN OUT PROFILE Identification This area allows you to define the default custom warning messages for Calling Cards which have expired or do not have any support time left These default settings can be overridden on the creation of batches of Calling Cards Email templates Applet Setup Integration Date expired T MANAGEMENT Technicians Define the URLs to be presented to the client if conditions met on STARTING THE SESSION No time left Define the URLs to be presented to the client if conditions met DURING THE SESSION Departments Date expi
89. sired technician on the left column the changes made will only concern that technician Then just click on each of the options to setup the desired permissions restrictions You can for instance restrict the access to the Admin Area or and to the My Computers list disabling that technician s ability to provide unassisted assistance DO e Edition COMPUTERS TECHNICIANS gt icenses Online 00 Online 01 xpiration Oct 28 2 Besanywhere i Offline 01 Offline 00 Welcome Carl Peterson SIGN OUT Support Express oe LT a O _Permissions o perimenti PROFILE A Access Admin Area Identification Carl Peterson 7 Access Admin Area Email templates p_sychO yahoo com Applet Setup Integration Access Session History TJ MANAGEMENT No access 5 All history Technicians 5 Only sessions belonging to the technician Departments My Computers Console Features E Access Remote Desktop Access RDP Tunnel 7 Can disconnect other techs 7 Access FTP 7 Access TCP Port Forward E Can be disconnected 7 Access System Information Can access Tickets 7 Access System Shell My Computer management permissions 7 Access to My Computers o PREVIOUS NEXT gt O Technicians KickOut One particular feature you can setup at this point is the Technicians KickOut If your account reaches the maximum number of simultaneous technicians online you ll be given
90. strator privileges and Windows User Access Control UAC BASE is fully compatible with Windows Vista s UAC User Access Control When you re controlling a computer with Windows Vista you can ask for administrative privileges to your customer allowing you to have full access to their computer Use the Admin button that you can find in the bottom left of the Chat interface to send out a request to gain access to the customer s computer with administrative privileges If the customer accepts the request the connection will be terminated and automatically reestablished asking the customer to enter the administrator s username password Please note that this button is only visible if the customer is not already logged in with Administrative privileges in their computer REQUEST DETAILS Ghat with Amins habar Remote System Information The first thing that you ll see when you establish a session with a customer is a quick overview of his computer s configuration The chat interface of the session window will provide some important parameters about the remote system configuration like operating system memory or available disk space REQUEST DETAILS Ghat with Armis bratar 2012 BeAnywhere All rights reserved Notes In the chat interface of the session window the technician can produce a complete description about the support session On the left side of the screen it s possible for the tech to insert b
91. tes v Departments OZ J m My Computers i V Expiration Date 2012 01 03 Surveys V Appl N d Appl Appl All GENERATE Calling Cards pply to New Codes pply to Unused pply to Warnings E R e REPORTS Customize URL warnings Y Session History 4 Select the scope of the changes by clicking on one of the following checkboxes a Apply to New Codes The settings will be applied only to new codes created in the group If you are adding codes to the group you have to select this option or else the new codes will not be created b Apply to Unused The settings will be applied to all of the unused codes regardless they are new or not 2012 BeAnywhere All rights reserved c Apply to All The settings will be applied to all codes 5 You can also change the Customize URL warnings These settings will always be applied to all of the codes on the group regardless of the scope defined on the previous point 6 Click on Generate or on the save icon A confirmation window will appear Manage one or more cards The management of one or more cards is done at the second tab 2 Active Cards By default all the cards from all the groups wil be listed here unless you select one of the groups from the list to the left In that case the table will be showing only the calling cards belonging to that group The table includes the following information ID The calling card number which will be used for downl
92. triggered through the link placed on the Admin Area homepage s right side Startup Wizard Corporate Edition TECHNICIANS Licenses 999 T Online 01 Expiration Dec 31 2020 Offline 04 Offline 02 SIGN OUT COMPUTERS Online anywhere a HOME WELCOME Ww E 0 messages unread Identification You don t have access to this feature What is the Panic Button Email templates S Corporate Edition ntogralion Licenses 999 fuy more na Expiration Dec 31 2020 extend i gem Technicians Departments y Con r The Assistant helps to setup your Profile basic settings regarding the identification of the administrator and the represented company the Initial Form configuration of the window presented to the client at the time preceding the support request the Exclusive Link definition of the link from which a client may send a support request your Website integration options and finally the Conclusion tab access to advanced options related to surveys and new technician s accounts Homepage The Landing Page offers a wide variety of significant and graphical information The top bar displays the data of the active account namely the expiration date of your account the number of computers on your list online and offline and a full list of all your technicians online and offline On the right at the center the Insert Activation Code option allows naturally the introduction of any Activati
93. ts exclusively within the LAN for security reasons The default port is 8082 Please check if no other services are using it on the proxy machine 2 5 x a BeAnywhere Support Express Proxy 1 00 00 Home Bindings Direct Connect IP Filter Log Service 192 168 1 10 Please specify the IF addresses to match amp This IP address ar subnet 192 168 1 10 Examples 192 168 0 1 192 168 1 0 24 This IP addresses range Fromm Ta Add 2012 BeAnywhere All rights reserved Direct Connect Enables the Direct Connect feature through the activation of the corresponding checkbox You can also change the default port However this procedure isn t recommended because it will diminish the possibilities of successfully establishing a connection through this method If you need to doit please click on the Test button to verify if the port is reachable and then click Save m BeAnywhere Support Express Proxy 1 00 00 Home Bindings Direct Connect IP Filter Log Service 192 158 1 10 Please specify the IP addresses to match This IP address or subnet 192 168 1 10 Examples 192 168 0 1 192 168 1 0 24 This IP addresses range From To Po Add IP Filter Here you can choose what are the BASE Agents Applets that are reachable through this proxy You can add a mixture of single IP addresses only the BASE Agents or Applets on those specific IP will be reachable
94. vailable text entry field In this case it s possible to setup what message is displayed when no technician answer the support request First of all determine the waiting time limit simply change the value manually in the Timeout text entry field It s also possible to allow customers to leave a message select the Let customers leave a message option and determine how to introduce this possibility to the client These messages are sent to your email address defined in the company profile and are also available at Reports Missed Sessions COMPUTERS A TECHNICIANS Online 02 Offline 01 Welcome Online 02 Offline 05 SIGN OUT Applet setup 2 Initial form 3 Messages 1 of 4 4 Messages 2 of 4 Messages 3 of 4 6 Messages 4 of 4 This is where you define what happens when no technician answers to a support request Identification Timeout 180 seconds Email templates Applet Setup Integration ME MANAGEMENT Message We re sorry but we are unable to answer to your request at the moment V Let customers leave a message Message Please leave a message and we ll contact you very soon BE ANYWHERE SUPPORT EXPRESS V 1 01 20 De Besnywhere Support Express Technicians Depart t My Comput Survey Calling Card Warnings E REPORTS Session History CONNECTION o PREVIOUS 6 Messages 4 of 4 Define the message presented to your customer when the technician tak
95. ven moment ex Client ISP Tech ISP or Client ISP Intermediary ISP Tech ISP Hardware failures on both computers and on ISP devices can also hamper the connection Why it matters This metric influence the responsiveness of the Remote Control feature i e the time between the moment the tech moves the mouse in the console and the moment that command is executed in the client computer and the Tech Console screen is refreshed The worse the network conditions are the less good is the user experience eLoss It s the percentage of lost packets during the time of the connection This value depends on the quality of the Internet connection in both machines and ideally should be zero even in slow connections It can be influenced by hardware problems on the machines or with the ISPs participating in The connection Bad networking is also a big factor damaged cabling poor quality signal on Wi Fi networks Why it matters It has influence in the Remote Control user experience less information correctly transmitted means a slower remote control or problems with the refresh on the screen and also on the speed of the File Transfer feature because all the lost packages have to be resent until everything has been correctly received The status bar also shows two more values e UL It shows the upload speed at a given moment e DL It shows the download speed at a given moment 2012 BeAnywhere All rights reserved System Shell
96. y solution to O provide remote support m CUNG ie 4 me petra adfuanl It just works from anywhere Forget Login to My Account about firewalls or port configurations If there is an Internet connection BeAnywhere solutions can be deployed and managed Pure SaaS cloud distributed af infrastructure Less costs no maintenance and full management from a console Focus on your goals not on the tools to get there Email Address JED Minutes in sessions worldwide Password A resilient P2P protocol and routing servers around the world assure that you will always get connected All the communications between every peer are fully encrypted Our protocol is one of the fastest in the industry Almost 9596 of our connections are made using adaptable P2P technology It s like being on the remote computers Choose a Product A Calling card The technician is able to generate a download link from which the customer will initiate the download of a Calling Card Through the console the New Calling Card option followed by a click on the Generate Calling Card button will generate a download link and simultaneously copy it to the clipboard The customer will only need to follow this link and install the application on his computer From that moment on a BeAnywhere icon will be placed for instance on the computer s desktop Clicking that icon button will send an immediate su
97. ype for BeAnywhere Support Express BA Install to this computer A Install to a pen drive any USB removable storage device Plug in the device and dick Next Nullsoft Install System v2 46 4 Select the components that you wish to install and click Install Complete the installation by clicking on Install nywhere Support on v 3 p BeA S Console v 3 00 00 Setu ims Choose Components Choose which features of BeAnywhere Support Express Console v 3 00 00 you want BA to install Check the components you want to install and uncheck the components you don t want to install Click Install to start the installation Description asition your mouse over a component to see its description BeAnywhere Support Ex v Start Menu Shortcuts Desktop Shortcuts Quick Launch Shortcuts Documentation Start with Windows Space required 67 6MB Nullsoft Install System v2 46 Terms Portal This will be the Web page to which you ll direct your customer in order to initiate a support session There are various URLs you can choose from to setup your portal URL please go to the Profile gt Integration gt Exclusive Link in the Admin Area see Administration Area chapter to learn more Pin Code This is the 6 digit code that needs to be inserted by a customer on the portal page in order to send a support request to the technician Console The Console is the interface from which the technician is able to pr

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