6. Using the Attended Agent on Windows

The attended agent allows users of Windows computers to connect to a hyperserver and request support. The support request is then displayed in the iTivity console. The Attended agent creates an "on-demand" rather than a persistent connection. Depending on how it is installed, the agent can also allow users to chat with an administrator responding to their help request.

Users typically install the attended agent by downloading a custom EXE installer. It can also be installed from a distribution MSI file. See Chapter 5for information on installing the iTivity agents.

6.1 Requesting Support

After the attended agent is installed, a user can easily connect to their assigned hyperserver and issue a Help Request.

1. Choose Start > All Programs > iTivity > Attended iAgent > iTivity Help.

Or double-click the icon on the desktop:

If the attended agent is not already connected, it launches and displays the hyperserver Connection Group Settings dialog:

2. Click Connect Now to connect to the default hyperserver.

OR, if you have access to more than one hyperserver, you can change the connection information and then click Connect Now.

Depending on how the attended agent was configured during installation, one or both of the following windows may be displayed.

3. If the Help Request window is available as shown above, you can use it to communicate information about the support problem.

Fill in the Problem Description. If this is your first help request, you will also need to fill in the Phone Number and/or Email address to make these available to the support person.

Note: The Problem Description, Phone Number, and Email Address are not required when sending a help request. These fields are intended to provide useful information to the support person.

Note: If the Help Request Window is not displayed, you can display it by Right-Clicking on the iTivity icon in the system tray. See Section 6.4.2.

4. Click on one or more Support User Names to select them as recipients of the help request.

5. Click Send Help Request.

You are prompted to verify sending the Request.

6. Click OK.

The request is sent and the Help Request window is closed.

6.2 Using Chat

The attended agent includes a Chat function, allowing a user to respond to a Chat session initiated by the iTivity console. Once a Chat session has been opened, the user of the attended agent computer has full use of the Chat window.

Note: Whether Chat is available depends on how the attended agent is configured for installation. See Chapter 5 for information.

See Section, Chat, for more information on using Chat.

6.3 Attended Start Menu Options

When the attended agent is installed, the following options are made available on the Windows Start menu.

6.3.1 Tridia Licensing

These functions can be used to license the attended agent separately from the hyperserver. When an agent is licensed separately, its connection to an hyperserver does not count as one of the connections allowed by the hyperserver license. Contact iTivity Corp for more information on this option.

The procedures are the same as for entering or editing license codes on the hyperserver. See Section 2.4, Licensing the Hyperserver on Windows, for instructions.

6.3.2 Administrative Tools

The Administrative Tools menu option presents a flyout menu with additional options. FTP Server Configuration

This option is used to configure and launch the attended agent's included FTP server. This function is the same as for the unattended agent and is described in Section , FTP Server Configuration. Edit iTivity Screen Server Settings

This option can be used to edit the default settings for the TridiaVNC Server module. This module runs as part of the attended agent to allow remote control and viewing of the computer.

Note: When the attended agent is active, the computer is considered a VNC host.

The TridiaVNC settings you can edit are the same as for the unattended agent. For information, see Section, Edit iTivity Screen Server Settings. Set Attended Agent Simple Password

You can use this option to change the password used by a remote user of iTivity console to view this computer. This password applies only if Simple Password was chosen as the authentication method when the attended agent was installed. If another option was chosen, any entry in this dialog is ignored.

Note: If the iTivity console is also installed on this computer, you can also set the password on the Security tab of the Tools > Options dialog. See Section, Options.

Enter the password twice, then click OK to reset the password.

6.3.3 About iTivity Attended Agent

Choose Start > All Programs > iTivity > Attended iAgent > About iTivity Attended iAgent to display an About box showing version information for the attended agent.

6.3.4 Disconnect Attended Agent

You can use this option to disconnect from the attended agent after a connection has been established.

6.3.5 Edit Attended Agent Hyperserver Connection Settings

You can use this option to edit the information for connecting to the hyperserver and for opening or closing a connection.

The connection settings and procedures are the same as for the unattended agent. For information, see Section 7.1.5 Edit unattended agent hyperserver Connection Settings.

6.3.6 iTivity Help

This option is used to issue a support request. See Section 6.1, Requesting Support, for details.

6.4 System Tray Options

When the attended agent is running, the following icon is shown in the Windows system tray:

Right-click on this icon to display the following popup menu:

6.4.1 Show Active Sessions

This option displays a dialog showing active remote control sessions currently viewing this computer as host. You can use the buttons to select and close any or all of the sessions. When NTLM authentication is used, the NTLM user name is shown for each session. The name of the hyperserver is shown in the remote host column.

6.4.2 Help Request

This option displays the Help Request window, which you can use to send a Help Request. See Step 3 under Section 6.1 Requesting Support.

6.4.3 Show Certificate Fingerprint

Selecting the Show Certificate Fingerprint option displays the Certificate Fingerprint.

This option is the same as for the unattended agent. See Section 7.2.2 for more information.

6.4.4 About iTivity Attended Agent

This option displays an About box showing version information for the attended agent.

6.4.5 Connect to iTivity Hyperserver / Disconnect from iTivity Hyperserver

You can use these options to connect to or disconnect from a hyperserver.

If you choose Connect, the hyperserver Connection Settings dialog displays. If you choose to Connect when you are already connected, the Help Request window displays. See Section 6.1 for more information on these windows.

6.4.6 Stop iTivity Attended Agent

You can use this option to stop the attended agent. The agent exits and is removed from the system tray.

You can start the agent again by choosing Start > All Programs > iTivity > Attended iAgent > iTivity Help.

6.5 iTivity Product Support

Product support is available from iTivity by web site or email:

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