Dell SonicWALL Secure Mobile Access 8.5Administration Guide 51proper access to the customer’s system, so correct permissions cannot be set if it is run from an RDPconnection.There are two sides to a Secure Virtual Assist session: the customer view and the technician view. The customeris the person requesting assistance on their computer. The technician is the person providing assistance. ASecure Virtual Assist session consists of the following sequence of events:1 The technician launches Secure Virtual Assist from the Secure Mobile Access Virtual Office.2 The technician monitors the Assistance Queue for customers requesting assistance.3 The customer requests assistance by one of the following methods:• Logs into the Secure Mobile Access Virtual Office and clicks on the Secure Virtual Assist link.• Receives an email invitation from the technician and clicks on the link to launch Secure VirtualAssist.• Navigate directly to the URL of the Secure Virtual Assist home page that is provided by thetechnician.4 The Secure Virtual Assist application installs and runs on the customer’s browser.5 The customer appears in the Secure Virtual Assist Assistance Queue.6 The technician clicks on the customer’s name and launches a Secure Virtual Assist session.7 The customer clicks on a warning pop-up window that gives the technician control over the customer’scomputer.8 The technician’s Secure Virtual Assist window now displays the customer’s entire display. The technicianhas complete control of the customer computer’s mouse and keyboard. The customer sees all of theactions that the technician does.9 If at anytime the customer wants to end the session, they can take control and click End Virtual Assist inthe bottom right corner of the screen.10 When the session ends, the customer resumes sole control of the computer.Remote File TransferSecure Virtual Assist includes a Remote File Transfer feature that enables the technician to transfer filesdirectly to and from the customer’s computer. The technician launches the File Transfer process by clicking abutton in the Virtual Assist taskbar in the top left corner of the Secure Virtual Assist window. The File Transferfeature supports the upload and download of multiple files.Chat FeatureSecure Virtual Assist includes a chat feature that allows the technician and customer to communicate using aninstant message-style chat function. Either the technician or the customer can initiate a chat session by clickingChat in the Secure Virtual Assist taskbar.Email InvitationFrom the technician view of Secure Virtual Assist, technicians can send email invitations to customers thatcontain a direct URL link to initiate a Secure Virtual Assist session. The technician can optionally include aunique message to the customer. When the customer clicks on the email link to Secure Virtual Assist, only thetechnician who sent the invitation can assist that customer.Secure Virtual AccessSecure Virtual Access, as part of the larger Secure Virtual Assist feature, allows technicians to gain access tosystems outside the LAN of the SMA/SRA appliance, such as their personal systems. After downloading andinstalling a client from the portal page for Secure Virtual Access mode, the personal system appears only onthat technician’s Secure Virtual Assist support queue, within the Secure Mobile Access management interface.While Secure Virtual Access must be enabled per-portal, this functionality provides greater remote accessflexibility for support technicians.
