Downloading and installing Agent

 
 
 

1.   Visit Rsupport’s homepage. ( http://www.remotecall.com/int/ko/ )
 
2.   From the top menu, click on Support > Downloads
 
3.   Select [Download] next to RemoteCall 6.0 Agent installation file and run RemoteCall-Agent.exe to start the installation
     (UAC window will pop up for Windows Vista or later).
 
4.   Follow the on screen instruction.
 
5.   RemoteCall icon will be generated in the desktop.
 
* Enter the proxy information if Proxy Server is used. Contact your network administrator for more information.

 
 
 
 
 
 
 
 

Log in to the Agent and standby for customer support

 
 
 

Logging in to Agent
 
 
Enter the user’s ID and password and press [Log in] to log in to the Agent.
 

us-login1

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us-login2

 
 
 

Launching the Viewer
 
 
1.   Click on [Start].
 
2.   Viewer is launched on the representative’s PC.

 

us-wait1
[ Connection Code method ]

us-wait2
[ Icon based method 1 ]

us-wait3
[ Icon based method 2 ]

 
 
 
 
 
 
 
 

Customer’s Connection Process

 
 

1.   Direct the customer to open the URL or Connection Page’s address shown in the Viewer (connection information can be copied to the clipboard or sent by email)
 
2.   After the connection page is displayed, representative can instruct the customer to enter the Connection Code or press the Icon to get connected.

 

us-startsupport1
[ Customer’s Connection Page ]

 
 
3.   Representative can notify the customer of the one-time executable file* download and direct the customer to press [Run] to initiate the connection process.
 

us-connectcode1
[ Connection Code method ]

us-iconclick
[ Icon Click method ]

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* One-time executable file : small executable file downloaded on customer’s side to initiate the connection with the representative. This file is deleted after the session is ended.
 
 
4.   Acknowledge the customer about the support agreement and agree to it.
 
us-startsupport2
 
 
 
(After-steps are for Windows only)
 
 
 
5.   Depending on representative’s setting, customer can connect using ActiveX, Click Once or connection EXE. By using ActiveX or Click Once in IE, customer will not be prompted for reinstall the next connection.
 
us-startsupport3
 
 
If the Connection Page is not available on customer’s PC, they can use Connection Application to receive support. To download the application, click on “download connection application” link at the bottom of the Connection Page. Then, open the file to install it and proceed with the connection using connection code or icon.
 
us-fileinfo1
 
   * Connection Application creates an icon on the customer’s desktop to be used for future connections.
 
 
6.   Depending on the configuration, Application based connection allows the customer to connect using a Windows application. This application is pre-updated so that customer can save time downloading the additional modules.
 
7.   Customer will have the option to record the session on their PC by checking on “Remote Support recording agreement”.
 

us-recording-agreement

[ Remote Support recording agreement ]

 
 
 
 
 
 
 

Customer’s Connection Process (for Linux)

 
 
 

1.   Open the Connection Page using Ubuntu’s Firefox browser.
 
us-linux1
 
 
2.   Download and install the Connection Application.
 
us-linux2
 
 
3.   After the installation, Rsupport Connection Application is added to Program  >  Internet. Click on the icon to get connected.
 
4.   Currently, Linux Viewer’s features are limited to the following

 

linuxmenu1
Home

Settings

Session performance and quality settings. Adjust display color depth, video compression, and image quality.

Session Report

Fill out a report of the support session including details such as the customer’s name, phone #, e-mail, and the reason for their call.

Always On Top

Keeps the Viewer on top of other windows.

Lock Viewer

Password again to unlock the Viewer.

Exit

Exits the RemoteCall Viewer and closes the session.

linuxmenu2
Mouse / Keyboard

Mouse / Keyboard

Enables mouse and keyboard control on the remote PC

Mouse Chase

Requires the customer to authorize the request. This security prompt may be disabled if necessary.

linuxmenu3
Display

Display Settings

Configure how the Display Icon manipulates the view of the remote desktop. ( Ctrl+Windows+Down, Ctrl+Windows+Up )

Screen Navigator

Opens the Screen Navigator allowing simple click and drag screen scrolling around the remote desktop. You can also activate this function by clicking the Screen Navigator shortcut in the top right corner of the Viewer. ( Ctrl+Windows+N )

Zoom

Zoom in and out of the remote desktop.

Scale To Fit

Scales the remote desktop image to fit within the size of the Viewer.

Actual Size

View the remote desktop at a 1:1 scale.

Full Screen

View the remote desktop using the Full Screen Viewer. ( Ctrl+Windows+Enter )

 
  * Connection with Linux is available for 32Bit of Ubuntu 10.04 to 13.10, Mint 12, Red Hat 6.2 and Cent OS 5.7.
  * Presentation Mode is not available for Linux.