Remote File Transfer - Dell SMA 200 Administration Manual

proper access to the customer's system, so correct permissions cannot be set if it is run from an RDP
connection.
There are two sides to a Secure Virtual Assist session: the customer view and the technician view. The customer
is the person requesting assistance on their computer. The technician is the person providing assistance. A
Secure Virtual Assist session consists of the following sequence of events:
1 The technician launches Secure Virtual Assist from the 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 Virtual
Assist.
• Navigate directly to the URL of the Secure Virtual Assist home page that is provided by the
technician.
4 The Secure Virtual Assist application installs and runs on the customer's browser.
5 The customer appears in the Secure Virtual Assist Assistance Queue.
6 The technician clicks on the customer's name and launches a Secure Virtual Assist session.
7 The customer clicks on a warning pop-up window that gives the technician control over the customer's
computer.
8 The technician's Secure Virtual Assist window now displays the customer's entire display. The technician
has complete control of the customer computer's mouse and keyboard. The customer sees all of the
actions that the technician does.
9 If at anytime the customer wants to end the session, they can take control and click End Virtual Assist in
the bottom right corner of the screen.
10 When the session ends, the customer resumes sole control of the computer.

Remote File Transfer

Secure Virtual Assist includes a Remote File Transfer feature that enables the technician to transfer files
directly to and from the customer's computer. The technician launches the File Transfer process by clicking a
button in the Virtual Assist taskbar in the top left corner of the Secure Virtual Assist window. The File Transfer
feature supports the upload and download of multiple files.
Chat Feature
Secure Virtual Assist includes a chat feature that allows the technician and customer to communicate using an
instant message-style chat function. Either the technician or the customer can initiate a chat session by clicking
Chat in the Secure Virtual Assist taskbar.
Email Invitation
From the technician view of Secure Virtual Assist, technicians can send email invitations to customers that
contain a direct URL link to initiate a Secure Virtual Assist session. The technician can optionally include a
unique message to the customer. When the customer clicks on the email link to Secure Virtual Assist, only the
technician who sent the invitation can assist that customer.
Secure Virtual Access
Secure Virtual Access, as part of the larger Secure Virtual Assist feature, allows technicians to gain access to
systems outside the LAN of the SMA/SRA appliance, such as their personal systems. After downloading and
installing a client from the portal page for Secure Virtual Access mode, the personal system appears only on
that 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 access
flexibility for support technicians.
Dell SonicWALL Secure Mobile Access 8.5
Administration Guide
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