1. When a User Needs Assistance

1a. Starting the Remote Connector

A user may need assistance with their workstation when they are in the office and online via an internal network or are away from their office and connected over the Internet.

In either case they can run the “Sysgem Access Gateway Remote Connector” on their workstation to make a connection to a registered gateway.

They then call the Help Desk on the telephone and give the access code displayed in the Remote Connector window.

 

2. The Help Desk Responds

2a. Using SysMan Explorer

The Help Desk use the SysMan Explorer window to select the appropriate gateway and double clicks on the menu option “Current Sessions”.

 

 

 

 

2b. Identifying the User’s Gateway Session

A list is displayed of all the current sessions connected to the gateway and the Help Desk picks the required one, identified with the Access Code supplied by the user.

Entries that have users waiting for assistance are highlighted with an amber background.

The amber highlighting is automatically turned off when the Help Desk connects to the user’s session so that other Help Desk operators can see who is being attended to and who still needs help.

 

2c. Connecting to the User’s Desktop

The Help Desk operator double clicks on the entry in the Current Session window to connect to the user’s desktop via a SysMan Remote Control window.

The Help Desk operator has full control of the user’s system and both the user and the help desk operator can interact with the desktop.

When the session has been terminated, the entry is automatically removed from the ‘Current Sessions’ window.

This entry was posted on Monday, April 13th, 2015 at 8:41 am and is filed under Uncategorized. You can follow any responses to this entry through the RSS 2.0 feed. Both comments and pings are currently closed.