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RSUPPORT CO, Ltd. ©2007. All rights reserved. (http://www.remotecall.net)

RSUPPORT

RemoteCall v4.0 User Manual

V 1.0

RemoteCall 4.0 User Guide

RSUPPORT CO, Ltd. ©2007. All rights reserved. (http://www.remotecall.net) of 22

Table of Contents Getting Started ............................................................................................................................................................. 3

What is RemoteCall Viewer? ............................................................................................................................................................. 3 Terminology Used .............................................................................................................................................................................. 3 How It Works ...................................................................................................................................................................................... 4 Technology and Security ................................................................................................................................................................... 4 System Requirements ........................................................................................................................................................................ 4

Installation and Setup .................................................................................................................................................. 5

Download and install RemoteCall Viewer .......................................................................................................................................... 5 Run RemoteCall for the first time ....................................................................................................................................................... 5 Customization .................................................................................................................................................................................... 5

Add a remote support link to your website ............................................................................................................................................... 5

Relay Page ................................................................................................................................................................................................... 6

How to Use ................................................................................................................................................................... 7

Representative Interface .................................................................................................................................................................... 7 Remote User Interface ....................................................................................................................................................................... 7 Main Menu and Toolbar ..................................................................................................................................................................... 8 Remote User Applet ......................................................................................................................................................................... 10 Getting Connected ........................................................................................................................................................................... 11

Web Icon Connection - http://rsup.net/RemoteCall ID .......................................................................................................................... 11

Session Code Connection - http://rsup.net ............................................................................................................................................. 11

Manual Client Connection......................................................................................................................................................................... 11

Connecting Multiple Users Simultaneously ............................................................................................................................................ 12

Controlling the Remote PC .............................................................................................................................................................. 12 Virus Scanning ................................................................................................................................................................................. 12 Ending the Session .......................................................................................................................................................................... 13

Settings and Session Management .......................................................................................................................... 14

Default Settings ................................................................................................................................................................................ 14 Performance Optimization ............................................................................................................................................................... 16 Example of Session Settings ........................................................................................................................................................... 17

Admin Center .............................................................................................................................................................. 18

Active Connections .......................................................................................................................................................................... 18 Session Log ..................................................................................................................................................................................... 18 Statistics ........................................................................................................................................................................................... 18 User Settings.................................................................................................................................................................................... 19 Reason for Call ................................................................................................................................................................................ 20 Web Viewer ...................................................................................................................................................................................... 20 Notices ............................................................................................................................................................................................. 20 Account Information ......................................................................................................................................................................... 20

RemoteCall FAQs ....................................................................................................................................................... 21



Getting Started This guide explains the installation process and use of RemoteCall version 4.0. RemoteCall is an industry standard in web-based remote support systems. It temporarily connects your computer to the customers’, allowing you to support and solve their IT problems. RemoteCall allows customers to share their screen in a secure, user friendly environment. Customers can receive remote support anytime, anywhere by simply clicking an icon on the web.

Benefits • Offers remote support, consulting, and training • No need to change your existing network settings • Customer friendly access • Remote access in real time • Supports network speeds as low as 56 kbps

What is RemoteCall Viewer?

RemoteCall Viewer is the client end of RemoteCall used by support representatives to connect with and support customers. Once a connection is established between a support representative and a customer the representative may assist the customer by taking full control of their keyboard and mouse or by simply chatting with them using the instant messaging applet. RemoteCall uses an intuitive interface that makes supporting as easy as possible, increasing efficiency and customer satisfaction.

Terminology Used

Representative Support agent assisting the customer

Remote User Customer requesting remote support

Local PC The support agent’s computer system used to support the customer

Remote PC The customer’s computer system in need of technical support

Relay Page Webpage used to initiate remote support over the internet (e.g. ‘http://rsup.net/support’). This page displays all

available support agents and redirects all communication between the local and remote PC

Session The remote connection between the customer and support agent

Session Code A four digit number representing an active session (e.g. 7213)

Pin-Code A four digit password protecting access to a remote session

RemoteCall ID The primary login ID (usually company name) used as the Relay Page URL (i.e. ‘http://rsup.net/yourID’)

User ID The representative’s login name for RemoteCall

Screen Name The representative’s display name in RemoteCall

P2P A direct connection between two PCs

Gateway A connection between two PCs relayed through a web server

VRVD Virtual Remote Video Driver, RemoteCall Viewer’s proprietary video driver

GDI Graphics Device Interface, a Windows video driver

Permissions The user’s RemoteCall privileges, such as control and security settings



How It Works

This section explains the fundamentals of how RemoteCall works. First, a connection must be established between the representative and the remote user to initiate remote support.

1. The representative launches RemoteCall Viewer to start the support session. Either the Relay Page URL or Session Code will appear in the RemoteCall Viewer window automatically. The representative then directs the user to access the URL (i.e. ‘rsup.net/RemoteCallID’).

2. After the necessary components are downloaded by the browser, the remote user simply clicks

on the representative’s numbered icon or enters in the session code to connect.

3. Next, the representative initiates support by chatting with the remote user and scanning the system to diagnose any problems. If required, the representative may activate full keyboard and/or mouse control to further assist the remote user.

4. Once the problems have been resolved the session can be disconnected by either the remote

user or representative. The remote user is then directed to a session summary webpage where they will see a log report of the session. Session details such as support session length, representative and contact information are shown.

Technology and Security

RemoteCall utilizes 256-bit Advanced Encryption Standard (AES) and industry standard Secure Socket Layer (SSL) encryption for all transmitted data. All data transmitted is secure and cannot be read by others. Connecting through one of our relay servers, a direct link is established between the representative and remote user and is maintained until either user decides to end the connection. We also guarantee the fastest remote connection possible due to RemoteCall’s Virtual Remote Video Driver (VRVD) and high speed packet switching technology, regardless of how many users are connected. While connected, the remote user maintains full control of their system and may disconnect the session at any time. The remote user may suspend representative control at any time by simply pressing ‘Ctrl+Alt+Shift’. Once the session has been ended, the connection is terminated and may not be re-established without the remote user’s authorization. System Requirements

Local and Remote PC OS: Windows 9x, 2000, XP, Vista Hardware: Pentium II 800 MHz or higher Web Browser: MS Internet Explorer 5.0 or higher Disk Space: 10MB Internet Connection: 56 kbps modem or higher

RemoteCall Server OS: Windows 2000, 2003 (MSSQL / SSL Required) Hardware: Xeon 2.4 GHz, RAM 1GB, NIC 10/100 Web Browser: MS Internet Explorer 5.0 or higher Disk Space: 500MB or more Internet Connection: T1 with one public IP address

To enable all features and functionality, RemoteCall Viewer needs to be installed on the local PC with administrator rights enabled.



Installation and Setup This section shows you how to install and setup RemoteCall Viewer on your local PC.

Download and install RemoteCall Viewer Run RemoteCall and login for the first time Add a Remote Support link to your website

Downloading and Installing RemoteCall Viewer

1. Download the RemoteCall Viewer 4.0 installation file remotecall40.exe to the local PC from www.remotecall.net. (File size is approximately 6 MB)

2. Open remotecall40.exe and click Run. 3. Choose your installation language and click Next. 4. Read the END-USER LICENSE AGREEMENT and select ‘I accept the terms of the license

agreement’ to continue. 5. Choose the destination folder for the installation and click Next. 6. If you use a proxy server, select the appropriate option. You can choose to manually enter in

the proxy server IP and port number or have RemoteCall auto detect it for you. 7. If you’re an existing user, select 'I already have a RemoteCall ID’ and click Next. 8. Once the installation is complete RemoteCall Viewer will update itself automatically.

Running RemoteCall for the First Time

When prompted, enter in your user ID and password to login. Once logged in, a support session will be started automatically. Session details will be displayed in the window such as the Relay Page URL or session code. The session status will be “Waiting” as no remote users are connected yet. At this time, you have the ability to end the active session. Customization

Add a remote support link to your website To allow remote users a quick and easy connection, we recommend integrating a ‘Remote Support’ icon on your web page and linking it to your Relay Page URL.

Setting up the link is easy: 1. Login to www.remotecall.net and access the admin center.

2. Click and select the icon you want displayed on your webpage.

3. Copy and paste the selected code directly into your website.

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Security settings are used to adjust the permissions required from the customer to gain access to their system. Enabling all of these functions will maximize the customer’s level of security during the remote session.

Reason for Call Here you can add/remove various reasons for calling, and change their priority settings. This list is utilized in the reporting form during a session. The representative may choose any one of these reasons from a drop down list to document the reason for the call. Priority settings determine the order in which the reasons show up in the list. (e.g. priority 1 would be first in the list) Web Viewer Launch RemoteCall from anywhere. This page allows you to login and launch the RemoteCall Viewer via the web without the need to install the program on the system. Notices This section posts recent news and updates regarding the RemoteCall application such as newly added features and enhancements. Account Information This section displays the user’s account information including their password, name, phone number, email, country, and address. To edit/update this information, click the ‘Edit’ button at the bottom, once finished click the ‘OK’ button.

Security

Permission for Connecting

Prompts the remote user to accept or deny the remote connection.

Permission for Mouse/Keyboard Control

Prompts the remote user to accept or deny the representative, control over their mouse/keyboard.

Permission for File Transfers

Prompts the remote user to accept or deny a file transfer.

PIN-Code Each session must have a PIN code to establish a connection.

Application Sharing The user must authorize the use of each application before the representative has access. The remote user can select individual programs or open their entire desktop to the representative.

Application Blocking The user may select individual programs to block from the representative.

Password Blocking Covers the password box with a black bar preventing the representative from seeing the password.

Prevent Password Entry Prevents the representative from entering passwords on the remote PC.

Display Session Summary

Generates a session summary page to be displayed to the remote user upon disconnection.



RemoteCall FAQs General 1. How does it work?

- A remote user visits a designated support URL where they can click a numbered icon to connect with a representative. 2. Does I need to pre-install software on the remote user’s PC?

‐ No, there is no need for pre-installed software. 3. Is RemoteCall safe?

‐ Yes, RemoteCall uses both 256 bit AES and industry standard SSL encryption for all transmitted data. ‐ User authorization is required before a connection can be established.

4. Can I connect to a remote PC behind a firewall or proxy? ‐ Yes, RemoteCall works transparently through any firewall or proxy without the need to change your existing network

settings. 5. Can I host multiple sessions simultaneously?

‐ Yes, RemoteCall Viewer can support multiple sessions simultaneously from within one window. 6. Can I transfer files to and from the remote PC?

‐ Yes, RemoteCall supports file transfers of any type, to and from the remote PC. 7. How does the remote user know when they are connected?

‐ A dialogue box appears on the screen notifying the remote user that a connection has been established.. ‐ “Supporting…” is displayed in the bottom right corner of the screen during the remote session. ‐ The remote user’s wallpaper is temporarily disabled and replaced with a black background.

8. Can the Remote sessions be recorded? ‐ Yes, each session can be recorded at any time. The recordings can be viewed at a later time using the RemoteCall Player.

Support 1. Why didn’t the remote PC reconnect after a system reboot?

‐ If the remote PC requires a login password, the user must input the password before a connection can be re-established. ‐ If the remote PC requires a manual connection to the internet, the remote user must re-establish the internet connection

and then refresh the Relay Page. 2. Why can’t I enter a password on the remote PC?

‐ This is done intentionally for security reasons. In the ‘User Settings’ options, you may restrict the entry of passwords by the representative.

3. Where are the received files and screen captures saved? ‐ The files are stored in your Documents folder under RSUPPORT\RemoteCall Viewer in their respective folders.

However the default locations can be changed if needed. 4. Can the remote user still connect if they don’t install the ActiveX controls?

‐ Yes, the remote user has the option of downloading and running the RemoteCall client manually, if they cannot install the ActiveX controls.

5. Can the remote user control the representative’s desktop in presentation mode? ‐ No, the remote user has no control capability. The presentation mode is used solely for displaying the representative’s

desktop to the remote user. 6. Why can’t I see some applications on the customers desktop?

‐ The remote user may have blocked the program from being viewed for security reasons. 7. Why can’t I switch to VRVD Mode?

‐ If you are unable to change the Image Transfer Mode to VRVD mode, you need to manually remove the Virtual Video Driver from the remote PC Windows Device Manager and then reboot and reconnect to the Relay web Page. It will then revert to the Virtual Remote Video Driver automatically.

8. Why does the connection drop after only a few seconds? ‐ This is caused if the network requires SSL authentication. Enable SSL encryption in the settings window.

9. Why does the connection fail on the “Preparing” page? ‐ You may not have sufficient privileges to install ActiveX components. ‐ The ActiveX components may be corrupted. ‐ If you are running Firefox or Opera you cannot use the ActiveX components.



Contact Information RSUPPORT Co., Ltd. www.remotecall.net Technical Support: +82 70 7011-0590, [email protected] Sales: [email protected]

Index Active Connections, 17 Admin Center, 17 AES, 3 API, 2 Authentication Server, 13 Benefits, 2 Clipboard Share, 7 Co-Browser, 7 Company ID, 2 Connection, 8 Control, 13 Control Type, 15 Customize, 7 disconnecting, 12 Draw, 7 Driver Mode, 14 Ending the Session, 12 FAQ, 20 File transfer, 7 Game Support, 15 GDI, 2 GDI Mode, 14 Interactive Draw, 7 Interface, 6 Keyboard/Mouse Control, 7

Laser Pointer, 7 Local PC, 2 Main Menu, 7 Manual Client, 10 Mouse Chase, 7 NAT, 13 Network Type, 15 New Session, 7 Notices, 19 Passive Control, 18 Pause, 7 PC Sound Share, 7 Performance, 16 Permissions, 2 PIN Code, 14 Presentation, 7 Primary Control, 18 Proxy Server, 13 Reason for Call, 17 Record, 7 Relay Page, 2, 5 Remote PC, 2 Remote User, 2 RemoteCall Viewer, 2 Representative, 2 Screen Capture, 7 Screen Name, 2 Screen Scroll, 15

Secondary Control, 18 Security, 19 Session, 2 Session Code, 2, 10 Session Length, 17 Session Log, 17 Session Management, 14 Session Settings, 15 Settings, 13 Shared Folders, 15 SSL, 3 Statistics, 17 Stop, 7 Toolbar, 7 Tools, 8 URL Push, 7 User ID, 2 User Settings, 18 View, 8 Virus Scanning, 11 Voice, 16 Voice Chat, 7 Volume, 16 VRVD, 2 Web Icon, 10 Web Viewer, 19 Zoom, 7