Launching A Virtual Assist Technician Session - SonicWALL SSL-VPN 2000 Administrator's Manual

10.
Remote File Transfer
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 Virtual
Assist window. The File Transfer feature supports the upload and download of multiple files.
Chat Feature
Virtual Assist includes a chat feature that allows the technician and customer to communicate
using an instant message-style chat function. Either the technician or the customer can initiate
a chat session by clicking on the Chat button in the Virtual Assist taskbar.
Email Invitation
From the technician view of Virtual Assist, technicians can send email invitations to customers
that contain a direct URL link to initiate a Virtual Assist session. The technician can optionally
include a unique message to the customer. When the customer clicks on the email link to Virtual
Assist, only the technician who sent the invitation can assist that customer.
Virtual Access
Virtual Access, as part of the larger Virtual Assist feature, allows technicians to gain access to
their personal systems outside the LAN of the SRA appliance. After downloading and installing
a client from the portal page for Virtual Access mode, the personal system will appear only on
that technician's Virtual Assist support queue, within the SRA's management interface. While
Virtual Access must be enabled per-portal, this functionality provides greater remote access
flexibility for support technicians.

Launching a Virtual Assist Technician Session

To launch a Virtual Assist session as a technician, perform the following steps.
Log in to the SonicWALL SSL-VPN security appliance Virtual Office. If you are already logged
Step 1
in to the SonicWALL SSL VPN customer interface, click on the Virtual Office button.
Click on the Virtual Assist button.
Step 2
When the session ends, the customer resumes sole control of the computer.
Concepts for SonicWALL SSL VPN
SonicWALL SSL VPN 4.0 Administrator's Guide 33