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Using Secure Virtual Assist | 85
The Technician now has complete control of the customer’s keyboard and mouse. The
customer can see all of the actions that the Technician performs.
During a Virtual Assist session, the customer is not locked out of their computer. Both the
Technician and customer can control the computer, although this may cause confusion and
consternation if they both attempt “to drive” at the same time.
The small tool bar in the bottom right of the screen provides options during a Virtual Assist
session:
• Trusted/Active - Toggles to the View Only mode, where the Technician can view the
customer’s computer but cannot control the computer.
• Chat - Initiates a chat window with the Technician.
• End Virtual Assist - Terminates the session.
Using the Virtual Assist Taskbar and Tab Controls
The Technician’s view of Virtual Assist includes a Taskbar with a number of options.
• Invite - Displays the Email Invite pane.
• Chat - Displays the chat window to communicate with the customer.
• Service - Displays the service queue of customers awaiting service.
• Logging - Displays the log window.
• Viewer - Displays or hides the entire Virtual Assist window.
• Options - Displays Connection Profile and Connection Settings options.
• Expand - Displays the Email Invite, Service, Logging, and Chat panes.
• About - Displays the version information for the Secure Virtual Assist client.
Note Clicking the _ button in the bottom right corner of the Taskbar will minimize the view so only
the titles of the buttons are displayed, and not the icons. Clicking the x button in the top right
of the corner will close Virtual Assist.
You can also display additional shortcuts and controls by selecting View > Tab Controls for
Current Customer.
The following options appear at the top of the Virtual Assist window.
• Full Screen - Expands the Virtual Assist window to the Technicians entire monitor.
• Auto Scaling - Fits the customer’s screen to the Virtual Assist window.
• Zoom - Customizes the zoom of the customer’s screen.
• True Size - Zooms to the actual size of the customer’s monitor resolution.
• Gray Scale - Change the display to gray scale instead of full color.
• Refresh - Refreshes the customer’s screen.
• File Transfer - Opens the File Transfer utility. See the “Using the Secure Virtual Assist File
Transfer” on page 88 for more information.
• Chat - Opens a chat window with the customer.