Filter
Top Products
Using Secure Virtual Assist | 77
Chapter 5
Using Secure Virtual Assist
Secure Virtual Assist provides remote assistance and virtual meeting capabilities. Secure
Virtual Assist is an easy to use tool that allows Dell SonicWALL SSL VPN users to remotely
support customers by taking control of their computers while the customer observes. Secure
Virtual Meeting allows Dell SonicWALL SSL VPN users to participate in virtual meetings via the
internet.
Secure Virtual Assist is a lightweight, thin client that installs automatically using the Dell
SonicWALL SSL VPN Virtual Office. Secure Virtual Assist can also be installed as a stand-
alone client that can be launched directly from the client’s computer.
The following sections describe how to use Secure Virtual Assist and Secure Virtual Meeting:
• “Using Secure Virtual Assist” section on page 77
• “Using Secure Virtual Meeting” section on page 104
Using Secure Virtual Assist
The following sections describe how to use Secure Virtual Assist:
• “Installing and Launching Secure Virtual Assist” section on page 78
• “Configuring Secure Virtual Assist Settings” section on page 79
• “Selecting a Secure Virtual Assist Mode” section on page 81
• “Launching a Secure Virtual Assist Technician Session” section on page 81
• “Performing Secure Virtual Assist Technician Tasks” section on page 83
• “Initiating a Secure Virtual Assist Session from the Customer View” section on page 89
• “Using Secure Virtual Assist” section on page 99
• “Using Secure Virtual Assist in Unattended Mode” section on page 100
• “Enabling a System for Secure Virtual Access” section on page 101
• “Using the Request Assistance Feature” section on page 104
Secure Virtual Assist is fully supported on Windows platforms. Secure Virtual Assist is certified
to work on Windows 8, Windows 7, Windows Vista and Windows XP. The Secure Virtual Assist
client is also available for Linux and Mac OS.
Note When a user requests service as a customer, Virtual Assist can be run while
connected to the system over an RDP session for Windows 7 and Windows Vista
platforms; however, Virtual Assist over RDP will have a limited set of features.
There are two sides to a 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 Virtual Assist session consists of the following sequence of events:
1. The Technician launches Virtual Assist from the Dell SonicWALL SSL VPN Virtual Office.
2. The Technician monitors the Assistance Queue for customers requesting assistance.