BeAnywhere User Guide - EN

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USER GUIDE
Revision August 2013
2012 BeAnywhere. All rights reserved.
BeAnywhere Support Express
Index
CHAPTER I | GETTING STARTED System Requirements
4 5 6 7 8 9 10 11 12 13 14 14 15 16 17 17 17 18 18 18 18 18 18 19 20 21 23 23 23 23
Voice Calls Making calls to clients Making calls to other techs CHAPTER VII | UNATTENDED SUPPORT During a support session By Clicking Generate Link Administrator Privileges and Windows User Access Control (UAC) Performing a Support Session Quick Dashboard Request Details Footer Menu Bar Footer Menu Bar
CHAPTER II | INSTALLING BEANYWHERE SUPPORT EXPRESS Definitions
CHAPTER III | BEANYWHERE SUPPORT EXPRESS COMPONENTS Portal Console Applet Agent CHAPTER IV | LOGIN AND START To start BeAnywhere Support Express Consoles start screen Close or Exit BeAnywhere Support Express
Using Remote Desktop Status Bar System Shell Footer Menu Bar Configuring BeAnywhere Agent Configuring BeAnywhere Console How to configure an FTP connection Port Forwarding
CHAPTER V | SUPPORT SESSIONS Start a Support Session Generate a PIN Code Share the PIN Code with your client Alternative ways to start a session Site Integration Calling Card Support Link Exclusive Link Software API Ending a Support Session
File Transfer System Info
24 24 25 26 27 27 27 27 29 29 32 33 33 34 34 34 35 36 37 38 39 39 41 42 44 45 45 45 46 47 48
CHAPTER VIII | ENHANCING THE AGENTS SECURITY Adding a master password to a BeAnywhere Agent
CHAPTER IX | SHARING AND TRANSFERRING SESSIONS Prior to the creation of a new PIN Code Before accepting a Support Request During a Support Session
CHAPTER VI | PROVIDING ASSISTANCE TO YOUR CLIENT Main Console elements Chat With a potential client on the Web
With a client With colleagues
CHAPTER X | CALLING CARDS Pre-Configuring the Admin Area Creating a single Calling Card in the console
Index
Creating a batch of Calling Cards in the Admin Area Calling Card Management Manage a group of cards Manage one or more cards
49 51 51 51 53 54 54 55 55 55 55 57 58 59 60 61 62 63 63 65 66 68 69 71 71 73 74 76 78 79 80 81 83
Reports Billing HELP
Creating a Ticket Warnings Session History Missed Sessions Running Sessions Tech Performance Tickets Reports Surveys Invoices
CHAPTER XI | USING BASE PROXY Standard Direct Connect Install BASE Proxy Download and install the proxy Configure the proxy interface
Set up the computer in wich the proxy is installed
View installed proxies Setting the BASE Agent or Applet
FAQ Documentation Contacts CHAPTER XIII | BEANYWHERE INSIGHT LITE EDITION Introduction Alerts and Monitoring Monitoring and setting up alerts Scripts Deployment>Adding a new script to the Repository Scripts Deployment>Create a new script deployment job Scripts execution
CHAPTER XII | ADMINISTRATIVE AREA Wizard Homepage Panic Button Profile Identification
85 86 87 87 88 89 90 91 92 93 94 94 95 95 95 95 96 97 98 98 103 103 104 106 107 108
E-mail templates Applet Setup Agent Setup Integration Management Technicians
Auditing devices ADDENDUM Shortcuts
Departments My Computers Surveys Calling Cards Creating a single Calling Card in the console Creating a batch of Calling Cards in the Admin Area Calling Card Management Tickets
Chapter I
Getting Started
Getting Started T
Talk with clients, using text chat or VoIP;
hank you for using BeAnywhere Support Express (BASE). Youre now part of a worldwide community able to provide live technical remote assistance without any geographical restrictions. Connect with anyone, anywhere in the world.
SYSTEM REQUIREMENTS
Technicians System
Operating System: Any Windows version since Server 2003 - 32 or 64bit. Certified for Windows 8 and Windows Server 2012. Compatible with Mac OS 10.7.5 or newer (64bit). Network: Ability to make direct outgoing TCP connections or availability of an HTTP proxy or a SOCKS server. CPU & RAM: Minimum of Pentium 450 with 128MB of RAM.
With BeAnywhere technology youll be empowered to...

Control your clients Mac or Windows machine from anywhere;
Access, audit and monitor unattended computers; Share your screen and allow control of your keyboard and mouse; Block remote input and blank the remote screen; Shutdown and reboot remote computers; Collect advanced system information; run scripts and commands; Use your own branding on remote support sessions; Perform collaborative sessions with multiple technicians; Pause or transfer sessions. Handle several simultaneously; Access any Terminal Services session on the remote machine; Record videos of sessions and access them anywhere; Transfer any file, of any size; Generate reports of your support activity; Send surveys to clients and technicians.
Clients System
Operating System: Any Windows version since Server 2003 - 32 or 64bit. Certified for Windows 8 and Windows Server 2012. Compatible with Mac OS 10.7.5 or newer (64bit). Network: Ability to make direct outgoing TCP connections or availability of an HTTP proxy or a SOCKS server. CPU & RAM: Minimum of Pentium 450 with 128MB of RAM.
Check our video tutorial and get a quick overview about BeAnywheres main features and advantages.
Chapter II
Installing BeAnywhere Support Express
Installing BeAnywhere Support Express

Downloading and installing BeAnywhere Support Express:
1. Go to www.beanywhere.com. Hit the orange Free Download button. 2. Download the tech console and run it. 3. Select the download destination and click Next. 4. Select the components that you wish to install and click Install when done.
DEFINITIONS
Portal This will be the Web page to which youll direct your client to initiate a support session. There are various URLs you can choose from to setup your portal URL, please go to the Profile>Integration>Exclusive Link in the Admin Area (see Administration Area chapter to learn more). PIN Code This is the 6-digit code provided to a client. The client introduces this code on the Portal in order to launch a support request. Console The Console is the interface from which the technician is able to manage clients, request and interact with other techinicians. The Console window presents a number of different assistance and management tools. An unlimited number of simultaneous sessions is possible. Applet The Applet is the interface from which the client can end a support session at any time and initiate/maintain a chat with the technician. There are two versions of the Applet: One for Windows and the other one for Mac computers. Agent - Contrary to the Applet, the Agent remains installed on a remote machine (Windows only). The Agent allows unattended access to the computer but also enables it to take advantage of advanced Remote Management and Monitoring features.
Its possible to install BeAnywhere in as many computers and pen drives as youd like, but only a predetermined number of licensed technicians will be able to login to it concurrently. But feel free to create as many techs as you need.
Chapter III
BeAnywhere Support Express Components
hese are the main elements of a BeAnywhere Support Express session:
PORTAL
Through this website, a client can send a support request and establish a connection with the technician. A client using Windows only needs to enter the previously provided PIN Code or the Calling Card activation code (Calling Cards are not available for Mac users). Then, just click on the DOWNLOAD button. These are two of the simplest ways to connect to a BeAnywhere technician, but there are alternatives (see Alternative ways to start a session).

CONSOLE
The Console provides an interface from which youre able to manage incoming requests and start providing the needed support to any given client. The latest console versions are available in www.beanywhere.com. Its possible to install it directly to a computer or take advantage of its portable features by installing it into an USB pen drive. A lite Web Console is also available from BeAnywheres public site or from the clients Admin Area, allowing remote access from any device compatible with Java 1.6 or later. You can truly provide assistance to your clients from anywhere all you need is a PC with an Internet connection.
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APPLET
The Applet is a small Windows or Mac application running on the clients computer but not permanently installed. This interface allows the client to maintain a conversation with the technician. As long as this window is active (opened or minimized), the technician is able to perform all the necessary support tasks, including features as remote control, system information, chat and VoIP communications, among many others.
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AGENT
Like the Applet, the Agent enables remote access, but its installed as a Windows Service. This means the application enables unattended access to the computer in which it is deployed. It also provides a different set of features.
Features
Nothing is installed on the clients computer Is available for Mac computers Allows for unattended access Clients can block features during a session Has VoIP communications Can share the screen with the client Can access multiple terminal services sessions Supports RDP sessions directly Can raise differred support tickets Supports direct TCP mode Supports RMM functionality (inSight Lite) Supports a second layer of authentication
Applet
Agent
Table 1 - This table shows the main differences between the Applet and the Agent.
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Chapter Chapter IV4
Login and Start
Login and Start

To start BeAnywhere Support Express:
fter the consoles installation, just initiate the application and begin the necessary login procedures.
At the bottom right of the window you will see the Network Status link. Through it you will be able to access information about the health and load of the infrastructure supporting BeAnywhere Support Express. This page also measures the connection from your computer to BASE services.
If you havent yet installed BASE, please go to www.beanywhere.com, where youll find the most recent version.
CONSOLES START SCREEN

Enter your e-mail address and password in the login window and click LOGIN. If you dont have an account yet, click NEW ACCOUNT. You can also use the dropdown box to change the language.
In specific cases, a Proxy Settings link may also be shown on the bottom of the login Window to allow the correct configuration of the network access.
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Login and Start

CLOSE OR EXIT BEANYWHERE SUPPORT EXPRESS
To close BeAnywhere Support Express simply click the X placed on the top right corner of the Console window. However, keeping the Console running in the background is strongly advised thats the only way to take notice, in real time, of any incoming session requests. To keep the console running in the background, just minimize the Console window. You can restore it anytime by clicking the BASE icon - placed on your system tray.
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Chapter Chapter V4 5
Support Sessions
Support Sessions
START A SUPPORT SESSION
Step 2: Share the PIN Code with your client
Focus on Option 1 (please see Alternative ways to start a session to learn about Option 2). By clicking in the six number code youll immediately copy it to the clipboard. Now you must send that code to your client (by e-mail, for instance) and direct that same client to your assistance Portal.
here are various ways to initiate a new session (see Alternative ways to start a session). One of the simplest ways is the PIN Code generate a PIN Code, then convey it to your client.
Step 1: Generate a PIN Code

You will need to generate a different PIN Code for each client you support. A PIN Code has a variable expiration (for more information see Profile>Identification). To use it, check the New Session option in the Home tab of your console and click the START NEW SESSION button.
The client only needs to insert the PIN Code in the corresponding field and the download of the support applet will be initiated.
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Support Sessions
ALTERNATIVE WAYS TO START A SESSION
The Pin Code option is probably the most immediate and easiest way to attend to a client.
Support Link: Very similar to the PIN Code, you only have to copy the Support
Link from the console interface and provide it to the client. Following the link, the client will initiate the simple procedures needed to engage in a Remote Session.
Site Integration: Take advantage of a Get Support button integrated within

any of your web sites or applications, enabling your clients to send a support request with a simple touch of a button. Please check the section Site Integration for more information.
Exclusive Link: In order to improve your brand awareness and make it easy
for your clients to remember the support URL, youll be able to create an Exclusive Link, which may not even require a PIN Code. You can integrate, for instance, your companys name in the actual URL (see Admin Area chapter for more ).
Software API: Our powerful API empowers you to integrate BeAnywhere Calling card: The technician is able to generate a Calling Card, in the form of a
download link or of a reference to be used in the assistance portal. In the Home tab of the Console, make sure to select the New Calling Card option and click on the GENERATE CALLING CARD button. You can copy the reference or the link to the clipboard, or just send the link through your own regular e-mail account (refer to Admin Area>E-Mail templates for more information). Your client only needs to download the special Calling Card applet and run it anytime. Clicking on it will launch a new support request without further PIN codes or downloads. Calling Cards can be reused an unlimited number of times, whenever the client needs to contact the support services (for more information, please check the Calling Cards chapter). in any software, enabling your clients to send a support request in an easy and seamless fashion.
Check our video tutorial to learn about all the Alternative Ways to start a session.
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Support Sessions
ENDING A SUPPORT SESSION
The tech or the client can end a support session at anytime. To end a session, the technician simply needs to click on the Close button, at the top right of the Console. To end a session, the client simply needs to click the X at the top right of the Applet.
IMPORTANT:
BASE Agent writes several events to the Windows Application Log, including the beginning and the end of unattended sessions.
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Chapter Chapter VI4 6 5
Providing Assistance to Your Clients

MAIN CONSOLE ELEMENTS
IMPORTANT:
he console is devide into four main elements: the header, the footer, the left pane and the right pane.
Besides the Windows Console, there is also a basic Java console functionality, meant to be used on other operating systems and also in situations where the regular console cannot be installed. This option only provides basic remote access and chat (i.e. no VoIP, File Transfer, System Shell, System Information, etc.). While it is expected to be updated from time to time, to keep compatibility and, eventually, to add some features, it will never provide the same amount of tools present on the regular console. On the header, youll find various options.
You can use the Admin Area link (see Admin Area chapter), the Chat link (see Chat) or the Options link here youll be able to set up an array of simple settings (hear a sound whenever a new request arrives, automatically launch with Windows, change password, set up the proxy settings or get direct access to the log folder).
IMPORTANT:
Log files are crucial to diagnose any issues that may occur. When contacting BeAnywheres support, please provide the Console log files, as well as the ones pertaining to the remote Applet ( just right-click over the Applet logo to open the log folder) or to the remote Agent (use the Send troubleshoot report option available on the context menu of the BeAnywhere Agent tray icon).
IMPORTANT:
BASE console uses the proxy information stored on Internet Explorer. In certain scenarios, further configuration may be required. On the header menu there are also two other options that might open inside the console or in the default web browser, depending on the configuration: History (list of previous sessions from one or all techs) and Inbox (deferred support tickets associated with the tech).Finally, at the right, you will find the Log Off option. Click it to Log Off.
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All the pending support requests you might have will be presented on the first tab of the left pane. Clicking on a request will activate the associated details (on the right pane). You can accept the request, thus initiating a remote support session, transfer the request for another technician, or simply reject it (which will delete it from the queue, so please double-check before rejecting requests that were not meant specifically to you).
IMPORTANT:
After accepting the request, the remote session will start. A new Viewer window will open If the session is being made using an Applet, and, depending on the settings defined on your Admin Area, the client may or may not have the option to block all the session features (except chat). If that option is enabled, some or all of the tabs except General and System Information might be disabled.
The second tab shows the list of computers with BeAnywhere Agent installed, ready to receive unattended support (see more at the Unattended Support chapter).
The footer of the console window is reserved to display tabs of the current sessions being performed. Clicking on each tab with the left mouse button will bring the corresponding session to focus; a right-click allows you to copy the session details to the clipboard. On the top of the right pane, all the users who are logged in the helpdesk center are listed, along with the number of sessions currently handled by each one.
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CHAT
Technicians have the ability to chat with others, using their Support Express console, and engage in three different scenarios: a) With a client, in the context of a remote session; b) With a potential client on the Web, before the establishment of a remote session; c) With colleagues. In order to use this feature, two steps must be taken: 1. Provide permissions for the intended technicians, using the Admin Area, under Management>Technicians. 2. To add flexibility, each technician has its own link, which will open a webpage with a chat box. The links can be found on the Admin Area>Profile>Integration. For more information, please refer to the Admin Area chapter.
a) With a client, in the context of a remote session

To make use of chat within a remote session, select the General tab in the corresponding Viewer window and type your message in the textbox located at the lower-right area. To send, click on the send icon or press the <Enter> key.
c) With colleagues
At the consoles homepage, youll notice the Chat option at the top right. Click it.
The new window that will open is divided in three: a header and two main panes (left and right). The left pane is divided into two tabs: The first one Chat Sessions lists the current chats, while the second Technicians will show the techs of the helpdesk center. It is possible to view the availability of each tech, as well as start a conversation by selecting one or several simultaneously. The right pane contains the chat area.
IMPORTANT:
On the left of the header youll find two icons which allows you to change the availability of the current technician to chat with clients or with colleagues.
Switching to any tab other than General while on chat will open it in a popup which will always be on top of the corresponding viewer. This way, the technician can continue to send and receive messages during the course of the session without having to go back and forth tabs.
b) With a potential client in the Web, before the establishment of a remote session
BeAnywhere Support Express provides a very simple tool to integrate chat with technicians on a website or application, which can be useful in many different situations (e.g. to assess the need of further support, to provide a direct communication channel between a prospecting visitor in a website and sales rep, etc.).
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VOICE CALLS
Besides text chat, BASE also provides the ability to perform voice calls to both clients and other technicians. Clicking one of the two icons shown will mute the respective device, and it is also possible to adjust the speaker volume by moving the slider presented.
Making calls to clients

This option can only be used on Applets, regardless running on limited or privileged mode on UAC systems. The technician has the ability to start the call by clicking on the Session menu in the footer of the viewer, and then on Start VoIP Call. To end the call, the technician just needs to click the END CALL button or on Session>Stop VoIP Call. It is not possible for the remote client to start a call or to hang up. He can simply mute both local audio devices or close the applet. A technician can have multiple simultaneous calls with clients and with colleagues. All the audio streams are completely independent, so the tech mic will be able to reach everyone, but each separated call will not get audio directly from other calls. The technician might take advantage of this and keep several conversations at the same time, muting and unmuting calls at will. The same occurs with the applet. Multiple applets can run at the same time in the clients computer (or the same applet can be shared by several technicians), so several conversations can be maintained simultaneously.
A new window will appear, pinned on the interface, showing mic and speaker volume meters, a settings link (allowing the tech to choose the appropriate audio devices) and a button to end the call.
IMPORTANT:
BASE uses an advanced audio codec to transport the call between computers. It has several enhancements to assure the best performance in every scenario: if a session with an ongoing VoIP call is disconnected, the call will be resumed when the session reconnects. Also, if no sound is detected by the mic for a certain time, the audio transmission will be paused to limit the bandwidth of the call; when sound is picked up again by the microphone, the transmission will automatically resume.
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Making calls to other Techs
The ability to do VoIP calls is available on the chat window of the console (by selecting the Chat link on the console header). On the list of technicians, right-click the relevant technician and select Start VoIP call with Tech.
Contrary to clients, techs have the ability to refuse calls. A popup similar to the one presented on new sessions will appear to the receiver of the call, giving the option to accept or reject the call.
It is also possible to call multiple techs at the same time and, contrary to what happens with client calls, to create a conference.
Check our video tutorial about Chat and VoIP.
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ADMINISTRATOR PRIVILEGES AND WINDOWS USER ACCESS CONTROL (UAC)
BASE is fully compatible with Windows UAC (User Access Control).When youre controlling a computer with Windows Vista (or newer), you can ask for administrative privileges to your client, allowing you to have full access to their computer.
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Providing Assistance to Your Client

PERFORMING A SUPPORT SESSION
After accepting a request (or accessing an unattended computer), the Viewer window will open. It is divided into three main areas: a header with tabs, a footer with contextual options and a central pane, which is also contextual.
Footer menu bar:

Computer This menu combines all the operations that can be performed on the computer at a global level. The options available will be slightly different depending on the access being made through an Applet or through a BASE Agent:
IMPORTANT:
The session context is showed at the title bar: [*] for connections to the Agent, [-] when the connection is made to an Applet in user mode, and [+] when the connection is to an Applet with elevated privileges. The computer name is also on the title bar. On the central pane of the General tab, besides the Chat feature already discussed, technicians have at their disposal the Quick Dashboard and the Request Details areas.
Add PC to My Computers list (Applet only) tries to install a BASE Agent on the remote computer. If the Applet is not being run with the necessary permissions, a warning will pop up in order to fix that. Request Administrator Privileges (Applet only) if the Applet is being run with limited privileges, this option will be available. Required Administrator credentials can be provided either by the client or by the technician, but the client always has to explicitly authorize the elevation if UAC is enabled. The remote Applet will be restarted, which will cause the connection to break. The session will be resumed as soon as the Applet comes back online. Ask Remote User Credentials (Applet Only) This setting requires elevated privileges and is used for completely unattended restart and reconnect operations during a session. This is not the same as installing a BASE Agent, as it is temporary and might not work in some scenarios (e.g. blank Windows password or nonstandard security policies in the remote computer). Emergency Reboot Using this option restarts the computer immediately, forcefully terminating all the programs and the Operating System as quickly as possible. As it can damage opened files, its meant to be used only as a last resource. Restart & Shutdown Allows the shutdown or the regular restart of the remote computer. The options contained vary according with the privileges of the session and its type (Agent or Applet).
Quick Dashboard
This area shows an overview of the computer current configuration, like the operating system, CPU, memory and hard disk, and the network setup.
Request Details
Under this area, the technician can add or change the clients details and the problem description. Its also possible to add notes that will be associated with the session, for future reference. There is also the possibility to select an e-mail address to where a report of the session can be sent. Any change has to be saved before selecting other tabs.
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Advanced Under this menu, technicians will find more specific options: Pause this Session Puts the session in the request queue again, to resume at a later time. Technicians will have to keep in mind that if an Applet is terminated or if the computer with the BASE Agent shuts down, or otherwise becomes disconnected, the paused session will be removed from the queue. Start VoIP Call Using a fast, high quality voice codec, techs can easily and seamlessly communicate with the supported clients inside the BeAnywhere session. For more information please refer to the Using Voice Calls. Disconnect Ends the remote session, but does not close the viewer, so the session might be restarted. This is very usefull in Applet sessions, because it is possible to stop and restart the session without requiring the user to insert another PIN Code.
Use RDP (Agent only) When the remote computer settings are correct, techs can use Microsofts Remote Desktop Protocol instead of BeAnywheres. While the RDP client is opened, the remote tab on the Viewer will be disabled. Port Forward Allows the forwarding of TCP traffic from a local port to a port on the remote computer, inside the BeAnywhere session. For more information, please refer to Port Forwarding. Send Survey Depending on the tech permissions and helpdesk center configurations (setup in Management>Surveys in the Admin Area), a completely customized survey may be sent to the client during a support session. Clicking on this item will open the list of Surveys currently available. Please select one and click OK. The survey will be opened in a browser window of the remote computer. The answers can then be viewed on Reports>Surveys in the Admin Area.
Session This menu combines the features needed to manage a specific session:
Transfer/Share Transfers a session to another technician, or allows the invitation of multiple technicians to the same session. For more information, please refer to the Sharing and Transferring Sessions chapter.
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USING REMOTE DESKTOP
Clicking on the tab Remote Desktop will give the technician the opportunity to control the remote computer. The remotes screen image will appear immediately in most of the scenarios, but there are some circumstances in which the initial picture may take some time to be displayed (e.g. on a server with multiple Terminal Services sessions running concurrently, or trying to connect to a computer with a very poor Internet connection). On those cases you can try to press CTRL+SHIFT+F5 with the mouse cursor outside of the remote screen (or with the Scroll Lock key on) to force a screen refresh. You can disconnect and reconnect the session.
Footer menu bar:

View This menu combines all the visualization options related with the Remote Desktop feature, including parameters that may change image quality or improve the overall remote control experience:
Size - You can change the size of the image of your clients desktop within your session window. You can resize the remote screen between 10% to 200% of its original size. You can also downscale the screen to the viewer window or choose Always fit to Window - in this case, the remote screen will always be adjusted to the size of the Viewers window.
IMPORTANT:
If you scale down the picture using a specific value (from 10% to 90%), the amount of image data transmitted during the BeAnywhere session will be decreased, which can be useful in slow connections. The downscale has to be explicit: this benefit will not occur when options Always fit to Window or Downscale to Window are used. Color Its possible to select several color modes, including some specially optimized for low bandwidth. Existing color modes are constantly being optimized, and new modes are added regularly - technicians should try to explore the settings and find those that work best on each scenario. Show Remote Cursor This setting is enabled by default and allows the technician to view the remote mouse pointer.
IMPORTANT:
When activating the Scroll Lock key, all shortcuts will be executed locally.
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Change TS Session (Agent Only) By default, the Agent will remotely control the local Terminal Services (TS) session on a computer. If the computer is a Terminal Server with several concurrent users, this feature will allow the cycling through different TS sessions. BASE can only control active sessions (a user has to be interacting with the TS session, its not enough just to be logged on). View Only Disables local input to the clients machine. Can be very useful when the technician only needs to monitor the screen activity without disrupting the activities that are being performed on the remote computer. Full Screen Brings the console to full screen, hiding the header and footer bars in the Remote Desktop mode. To exit this mode, just approach the mouse to the upper edge of the screen and wait for the header to reappear. Then double-click on any empty space. You can also use the icon, placed on the right corner of the header, or use the shortcut keys: first press the scroll lock key and then SHIFT+CTRL+F. Monitors This menu lists all the monitors of the remote computer and allows the technician to cycle through all the available devices. A left-click lists the monitors, while a right click lets you cycle between each of them. Commands Under this menu you are going to find those actions, intended to direct an order to the remote computer: Blank Screen Blanks the remote monitor, in order to protect the confidentiality of the remote control operations. It is not advisable to use this feature on CRT monitors. Remove Desktop Background (Applet only) Removes the background of the remote desktop in order to save bandwidth, or restores it, if the speed is not constrained. The default configuration for this option can be setup in the Admin Area (for more information, please refer to the Admin Area chapter). Lock Remote Operating System (Agent only) Locks the remote Windows session.
Interactions This menu contains the features that will directly interact with the remote computer:
Laser Pointer The technicians mouse movements are reproduced as a colored dot in the remote computer, which is useful for training. There are different colors for each mouse state (normal, left-click, middle-click, right-click). Start/Stop Recording Video Initiates or stops the video recording of the session (FLV format). The recording is performed on the techs console side and the videos are automatically uploaded to the cloud as soon as no sessions are being performed by the technician. While the videos are not fully uploaded, they will be stored in the FLV folder, under the Console installation folder. Take Screenshot Saves a screenshot of the remote screen, in JPG format. Share My Screen (View Only) [Applet only] Shares the tech screen with the remote client. The client can adjust the image size (and place the image in full screen), apart from color.
Send CTRL+ALT+DEL (Agent only) Sends the CTRL+ALT+DEL command to the remote machine. Block Remote Keyboard and Mouse Disables the physical keyboard and mouse of the remote machine. For security reasons, remote users can stop this blockage by pressing CTRL+ALT+DEL.
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Share Control of My Screen (Keyboard and Mouse) [Applet only] Gives the remote client full control over the techs keyboard and mouse. These share screen features are completely compatible with having multiple techs on a session and with VoIP , so a remote client can be talking with multiple support representatives, all of them controlling his machine and showing their remote screens at the same time. Copy / Paste>Get Remote Clipboard Gets the remote clipboard contents (text only) and copies those to the local clipboard. This is useful when CTRL+C / CTRL+V commands are not working. Copy / Paste>Send Local Clipboard Gets the local clipboard contents (text only) and copies those to the remote clipboard. This is useful when CTRL+C / CTRL+V commands are not working.
IMPORTANT:
When accessing a computer in a Terminal Services session, remember that when minimizing the RDP client you will automatically prevent the remote image transmission to any software, including BeAnywhere Support Express (an error message will be presented). Please, dont use the Applet in these circumstances or - in the agents case - switch the view to a TS session that hasnt been disconnected or minimized. If you fail to find a valid alternative, make sure that the Terminal Service session user does not minimize the RDP client.
Check our video tutorial about the Remote Desktop.
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STATUS BAR
The Tech Console uses a traffic light system to identify the status of the connection between the technician and the client. The connection status can influence the performance of the solution. Both the Response Time and the Loss Percentage registered in a session are now classified by severity and shown to the technician. Loss - Its the percentage of lost packets during the time of the connection. This value depends on the quality of the Internet connection in both machines, and ideally should be zero even in slow connections. It can be influenced by hardware problems on the machines or with the ISPs participating in the connection. Bad networking is also a big factor (damaged cabling, poor quality signal on Wi-Fi networks) Why it matters: It influences the Remote Control user experience (less information correctly transmitted means a slower remote control, or problems with the refresh on the screen) and also on the speed of the File Transfer feature (because all the lost packages have to be resent until everything has been correctly received).
The status bar also shows two more values: UL - It shows the upload speed at a given moment. DL - It shows the download speed at a given moment.
Green means a good performance - no problems are expected due to this indicator. Yellow means that the performance may decrease. Red appears when the session is being disrupted by connection problems between the both parties. What do those two indicators mean? Response - Its the time that the information takes to travel between the Tech Console and the clients PC, or vice-versa. This value depends on the quality of the Internet connection in both machines, and also on the amount of traffic handled by the ISPs participating in the connection at a given moment (ex. Client ISP + Tech ISP or Client ISP + Intermediary ISP + Tech ISP). Hardware failures on both computers and on ISP devices can also hamper the connection. Why it matters: This metric influences the responsiveness of the Remote Control feature (i.e. the time between the moment the tech moves the mouse in the console and the moment that command is executed in the client computer - and the Tech Console screen is refreshed). The more network problems that exist, the more adverse user experience will be.
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SYSTEM SHELL
Most of the remote support or system administration tasks can be performed at a low level, not requiring a full remote desktop connection. Shell Type Defines the type of shell to be executed. Changing from one type to the other will terminate the first one. It is not possible to have the two types of shell open at the same time and alternate between them. Standard Command Prompt Uses the Windows Command Processor (cmd.exe) Windows Powershell Uses the Windows Powershell, if available. BASE is compatible with any version of Powershell. On those scenarios, a command line is not only more flexible and faster, but it also adds the advantage of being less demanding on bandwidth. Also, there are situations, especially during support sessions, in which the remote graphical environment may be damaged or unresponsive. BASE provides an emulated command line that can be used to speed up the most common tasks. BASE System Shell can be used in two different ways : a standard windows CMD prompt or a Powershell prompt (if available). Both of them have full administrative privileges and can be used to run batch files or WSH (Windows Scripting Host) scripts (if they can be interpreted by the remote system). On the top left of the Window, youll see the command prompts mode, along with the privileges of the current session.
Run Allows the execution of a script loaded from the technicians computer. It is compatible with any Windows Scripting Host languages.
Navigating through the command box

You can access the command history in the command box through the following keys: Ctrl+Home Presents the first command inserted Ctrl+End Presents the last command inserted Ctrl+Up Previous command history Ctrl+Down Next command in history
Footer menu bar

End Includes actions to stop the shell or the execution of commands:
Restart Shell Terminates the actual shell process and starts another. CTRL + Break Stops a process from executing inside the shell, without terminating the shell itself. Clear Output Clears the current output of the shell.
Check our video tutorial about the System Shell.
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PORT FORWARDING
BeAnywhere Agents can be configured to act as a gateway between local applications and services on the remote LAN that normally are not accessible from an outside network, being able to provide almost the same level of functionality as a Virtual Private Network. Use BeAnywhere to create temporary or permanent port forwards to the remote network and enjoy increased performance, security and simplicity in connecting to remote services. This feature is setup per remote machine for security reasons, and the permanent forwards are saved on the configuration of each console, which means that they will have to be recreated if the technician uses another console. To use this feature, follow these steps:
Configuring BeAnywhere Agent

1. Open the BeAnywhere Agent configuration window on the remote machine: right click on the corresponding icon on the system tray and choose Restore from the context menu. 2. If the local remote user is not running with Administrator permissions (Windows Vista, 7), click on Manage. A dialog will open, warning the user that the configuration program will have to be restarted with elevated privileges. Click Yes. A Windows UAC prompt will be shown, and if the process is completed correctly, the program will restart. 3. Click on Settings. 4. On the new window, select Enable TCP port forwarding. 5. If you want to enable automatic port forwarding of the Windows Remote Desktop Protocol to that same machine, select also Enable RDP Tunneling.This option only affects the usability of the Use RDP button in the console, which automatically launches the Windows RDP client pointed to the remote machine in session. You can establish an RDP tunnel to that machine or to any other computer in the network by manually setting up the relevant ports.
The option Use TCP port for incoming connections allows the use of a specific port to enable the TCP native peer-to-peer mode, which provides optimal speeds in LAN (FTP transfers can be up to 20 times faster), also ensuring more reliable connections in some problematic WAN scenarios. In order to use TCP P2P feature in sessions outside the LAN, you have to configure a port forwarding from the network gateway to each Agent using this mode.
Configuring BeAnywhere Console

1. During a session, click on the option Advanced>Port Forward, located on the footer menu.
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2. Now, to create a new Port Forwarding, click New. 4. If you dont need anything else, assure that the Enabled box is checked and click OK. Not having the Enable box checked will save the port forward but you will need to activate it before use.
3. In the new window, there are three mandatory parameters: a. Local Port Refers to the local port number on which BeAnywhere console will listen for incoming TCP connections that will then be forwarded to the remote network. The local port is, as the name implies, the port belonging to the machine where the console is running. In order to avoid conflicts, you can use 0 and a free port will be assigned automatically. You can also insert a port range, using the following syntax: startport-endport (i.e. 5000-5100). This is especially useful for services like FTP (see How to configure an FTP connection below). If you use a port range, please be sure to check if that range is free on the local machine. b. Remote Host The DNS or IP address where the remote service is. If the service is on the machine hosting the BeAnywhere sessions, please use localhost or 127.0.0.1. c. Remote Port This is the port where the remote service is listening for connections. BASE needs both the remote host and the remote port values in order to know where to route the local traffic. You cannot use a range on this field: if you insert a port range in the Local Port, that range will be forwarded to the remote computer starting from the port defined here (i.e. Local port range is 5000-5100; if you had setup port 1000 as the remote port, BASE will forward the local traffic to 1000-1099 on the remote computer).
5. BASE also allows you to setup a specific app to be associated with a specific port forward. While any application can use the forwards configured using this feature, this allows you to invoke pre-configured programs from the console. To add an application, click on the folder icon, immediately at the right of the Run Application option. 6. If you want to pass parameters to the application (e.g. the remote address), fill the Application Parameters. 7. Use the Description field to enter a description about the port forward. This is especially useful if you want permanent forwards.
How to configure an FTP connection

File Transfer Protocol (FTP) servers need several ports to communicate with clients. In order to setup an FTP connection using the BASE Port Forwarding feature, you need to know what ports the server is using, both for control and for data connections. You also will have to make sure that your FTP client is running on Passive Mode. Then, you can set each port manually on the BASE console, or you can just use a port-range. For example, if an FTP server uses port 21 for control and then 5000 to 5010 for data connections, you will have to add two forwards: one for port 21 (any port on the local computer and port 21 on the remote machine) and another one for the ports used on data connections. On the specific case of the FTP , you have to use as local the same ones that are configured on the remote host. So, for this example, you would use 5000- 5010 as the local port range, and then 5000 as the remote port. Check our video tutorial about Port Forwarding.
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Providing Assistance to Your Costumer Providing Assistance to Your Client

FILE TRANSFER
The File Transfer feature enables the technician to exchange files and folders with the client. There are no restrictions to the type or size of the files transferred. The file transfer queue below will transfer each file at a time and it will show you a progression bar. You can change the priority of each file transfer by changing a files position in the file transfer queue.
Additionally you can pause and cancel each transfer. It is also possible to delete and rename files using the following icons:
Check our video tutorial about the File Transfer.
This feature is selected by clicking on the File Transfer tab, on the Viewer window. To start a transfer, just drag and drop files or entire folders from one side to the other. The transfer will be registered on the session report and also on the chat window of the applet, for accountability purposes.
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SYSTEM INFO
The System Info tab provides a wide variety of information about the assisted remote computer. The technician is able to easily consult parameters related to hardware, drivers, windows services, software, system temperatures, windows update policies, etc. Also, in sessions made using a BASE Agent or an elevated Applet, techs can view the ownership of processes and terminate them.
In the same sense, it is also possible to start, stop, restart and change the startup type of services during the sessions with administrative privileges.
Check our video tutorial about the System Info.
All the information can be exported to a CSV file. To do so, please use the button on the upper-right area of the Window . The export will only refer to the category selected. In order to export all the information of all the categories, you have to export each one to a different file. In the Processes category, it is possible to see graphics with the CPU and memory consumptions. The tech just needs to enable the regular update of the information, using the context menu.
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Unattended support
Chapter VII
Unattended Support
Unattended Support T
A) During a support session
o initiate unattended support sessions, the technician needs to add the clients computer to his list of computers. There are two ways of completing this process: A) - during a support session; or B) - by clicking Generate Link.
In the right pane, a new form will appear for the technician to insert the new computer details. Besides the link expiration date and the number of installations allowed by a given link/PIN, you can also set an expiration date for the agent. Reaching that date, the Agent will be uninstalled and deleted from your computer list. This is very useful to setup temporary unattended access to a machine.
Click on the footer menu of the Viewer and select Computer>Add PC to My Computers list.
By selecting this option, the tech will be asked to provide a name for the computer, and the installation will start silently. The computer will come online in the technician console as soon as the installation is completed.
B) By clicking Generate Link

In the consoles home page, select the My Computers tab. Next, on the bottom left, the Add Computer button will appear. Click on this button to add a new computer to the My Computers list.
By clicking Generate Link, two options will be made available: a computer PIN code and an Install Link. Both methods work exactly as the applet: the client just needs to go to the Portal and use the PIN code or simply follow the direct link to download the agent installer. The installation needs administrative privileges, and it is recommended that only one user is logged onto the remote computer. It is also fairly easy to setup the automatic deployment of multiple Agents in a network. The Agent installer can run unattended and silently by using the /S /R switches (BAManagement.exe /S /R). This way, an installer can be deployed using a Logon Script or Microsoft System Center Configuration Manager.
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Unattended Support
!
IMPORTANT:
To perform a silent deployment, be sure to enable the relevant Profile>Agent Setup options in the Admin Area. For more information, please check the Admin Area chapter. After the BASE Agents installation, a new icon will appear in the System Tray of the remote computer. This icon has three states: Right-clicking on a computer in the list will also provide several options (which can be equally invoked in the Admin Area): Create a new group, delete, rename, or move the computer to another group, refresh the list of computers; and also restart the remote Agent, or create a new ticket for the Agent (to learn more about this option, please check the Tickets).
- Agent is disabled or unable to connect to the BeAnywhere infrastructure; - A remote session is taking place; - Agent is running normally.
As soon as the new computer is listed on the console, technicians will be able to select it on the My Computers tab. After selecting a computer, an editable form will appear at the right pane. These details are also available on the Admin Area.
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Master Password
Chapter VIII
Enhancing the Agents Security
Enhacing the Agents Security T

o increase the global security of the BASE infrastructure, a Master Password can be set on every computer where a BeAnywhere Agent is installed. This feature greatly diminishes security breaches related with misconfigurations or with the leak of BeAnywhere credentials. Setting up a master password is especially recommended on machines that perform key roles on their respective networks (e.g. domain controllers, database serers, web or mail servers) or machines with sensitive information. This feature can be used in conjuction with locking Windows at the end of each BASE session, as well as with the option Require local user authorization on starting a session, which will require the explicit permission of a user logged on locally before starting any session.
3. Click on Security.
Adding a master password to a BeAnywhere Agent

Each master password has to be set individually on each machine. In order to do it, the following procedures must be completed: 1. Open the BeAnywhere Agent configuration window on the remote machine: right click on the corresponding icon on the system tray - and choose Restore from the context menu. 2. If the local remote user is not running with Administrator permissions (Windows Vista, Windows 7, etc.), click on Manage. A dialog will open, warning the user that the configuration program will have to be restarted with elevated privileges. Click Yes. A Windows UAC prompt will be showed, and if the process is completed correctly, the program will restart.
4. On the new window, you will be able to choose the authentication type for that specific computer:
a. None The feature will be disabled and by default the machine will be accessible by all the technicians that can access unattended computers. Please note that, by default, BeAnywhere locks Windows at the end of each session, which by itself is another layer of security. b. BeAnywhere Password You can choose a password with at least 8 characters, including letters, numbers and symbols. c. Windows Account This option uses Windows authentication, allowing the session to be authorized on the basis of a valid local or domain-based Windows account. For security reasons, only accounts which already have a profile created on the local machine will be correctly authenticated.
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Enhacing the Agents Security

Allow restricted accounts to login to this server if this option is unchecked, only local or domain administrators can login to the computer through BeAnywhere. 5. You may also select the option Require local user authentication on starting a session.
Click Apply. The settings will be used on the next session.
IMPORTANT:
Requiring local authorization disables the possibility of unattended setup. Please use this setting carefully or you may lose access to a computer.
Check our video tutorial about the Agents Setup.
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Chapter IX
Sharing and Transferring Sessions
Sharing and Transferring Sessions Session Transfer

SHARE AND TRANSFER A SESSION
B Before accepting a support request
Incoming support requests can also be redirected to any specific technician/ department. The Pending Request tab (top left) shows a list of sessions that, at that moment, are waiting to be accepted. Clicking on any of those will present the request details in the right pane, along with the options to accept, transfer or cancel the request.
here are three ways to transfer sessions between different technicians and/or departments: (A) - prior to the creation of a new PIN Code; (B) - before accepting a support request; and (C) - during a support session.
A Prior to the creation of a new PIN Code

While creating the new session or the calling card in the Console window, the technician should click on Show Advanced Options. He can then change the queue of the request by clicking on the Change... button.
The TRANSFER REQUEST TO... will forward it to the technician or department you specify. You can also add a note in the process - e.g. explaining the context of the request or the transfer reason.
A new window will appear, where a department or a tech can be specified, followed by clicking on the OK button.
C During a Support Session

Sometimes it might be necessary to transfer the session to another tech after it has already started. The technician currently handling the session just has to click on Session>Transfer / Share in the footer menu of the Viewer and select the appropriate queue.
Requests created this way will be sent to a specific queue. Like in the previous scenario, it is possible to add some notes.
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Chapter Chapter X 10
Calling Cards
Calling Cards A
Calling card is a special version of the applet that can be dropped on a clients computer and, therefore, used every time he needs remote assistance. Calling Cards have a reference ID, composed by an alphanumeric prefix and 13 algorisms - this ID is used for downloading this special applet. The Calling Cards can be set with an expiration date and a maximum session time, allowing a great deal of flexibility for providers to launch special promotions or different support products. BASE allows the creation of single Calling Cards - through the console - but also batches can be generated. The management of all the Calling Cards is also made through the Admin Area.
4. Clicking on the Save icon will save all of the information in Profile>Identification, not only the settings configured on the calling cards tab. 5. You may also want to set the scenarios in which a defined URL is automatically opened: a. Before the beginning of the session i. When the Calling Cards date has expired ii. When the Calling Card has no time left b. After the session is started i. When the Calling Cards date has expired ii. When the Calling Card has no time left
PRE-CONFIGURING THE ADMIN AREA

Before using the Calling Card feature you should choose the prefix that will be used on all of them. 1. The prefix configuration is central. This option is presented to you on the Startup Wizard. If you missed the wizard, or if you want to change your calling card prefix, go to Profile>Identification>4. Calling Cards. 2. There, you can choose a calling card, composed by 4 to 8 digits (letters A-Z or numbers 0-9, case insensitive).
You can find the scenarios in Management>Warnings>4. Calling Cards. None of these options is mandatory. If no information is inserted, an error message will be presented to your user when trying to establish a connection or during a calling card session in these scenarios, no webpage will be presented to your client. 6. Clicking on the save icon will save all of the information in Management>Warnings.
3. If the prefix you inserted meets the definitions described before, a green checkmark will appear and the format of your calling cards will be previewed below.
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Calling Cards
CREATING A SINGLE CALLING CARD IN THE CONSOLE
1. On the main window of the BASE console, select New Calling Card and click Generate Calling Card. b. To set expiration options, click the Change button on Expiration. You can define the session time included, choosing from unlimited support time to a certain number of minutes, hours or days. The expiration date defines the validity of the Calling Card. It can go from never expiring to expiring on a certain day, thus not being usable beyond that date. These two options - Support Time and Expiration Date are independent, meaning that you can set up both options, only one option, or none of the options. 4. After the advanced options configuration, click on Generate Calling Card.
2. If you do not want to set up any advanced options, click on Generate Calling Card. Otherwise, click on Show Advanced Options (at the right). 3. Besides the optional information that can be added to a calling card (client name, number, description, etc.), you may set the departments or technicians that receive requests, along with the expiration options. a. To set who will receive the requests generated by a calling card, click the Change button on Selected Queue. A new window will appear, in which you can choose a specific department or technician.
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Calling Cards Calling Cards

CREATING A BATCH OF CALLING CARDS IN THE ADMIN AREA
1. On the admin area, click on Management>Calling Cards. 2. On the first tab, click on Create New , which will direct you to the third tab ( 3. Generate Cards ). - The Minimum Period option will round the time counted in each session to the nearest superior block (e.g. the session time will deduct 15 minutes from the available time on the calling card even it only lasted 11 minutes). 8. To determine the expiration date, select Expiration Date and click on a desired date. A new window with a calendar will appear, allowing you to select a specific day. 9. Then, you need to make sure that the checkbox Apply to New Codes is selected, otherwise the new codes will not be created. 10. If you click on Customize URL warnings, you can also designate if a URL is to be open on the following scenarios: a. Before the beginning of the session i. When the Calling Cards date has expired ii. When the Calling Card has no time left b. After the session is started i. When the Calling Cards date has expired ii. When the Calling Card has no time left
3. Insert the name of the batch to be created in Group Name. To add calling cards to an existing batch, see Calling Card Management. 4. Insert the number of codes. If you do not want to set up any advanced options, click on Generate. Otherwise, continue to the following fields. 5. If you want to limit the departments who will receive the requests, click on the respective checkbox and select a department from the dropdown list. 6. In order to limit the technicians who will receive the requests, click on the respective checkbox and select a tech from the dropdown list. 7. For limiting the session time included, select Duration and define a certain number of minutes, hours or days. To manage the duration, use the two advanced options: Count in blocks of... and Minimum Period. - In the Count in blocks of option, it is possible to specify a minimum initial period that will be deducted from the available time of the calling card whenever a new session starts (e.g. each new session will deduct at least five minutes from the available time on the calling cards).
None of these options is mandatory, and if no information is inserted, the system will look for a default configuration, which can be defined on Warnings>Calling Cards. If no information is defined there, an error message will be presented to your user when trying to establish a connection or during a calling card session in these scenarios, no webpage will be presented to your client.
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Calling Cards
11. Click on Generate or on the Save icon. The second tab (2. Active Cards) will be opened, listing all the calling cards you have just generated. 12. If you want to download the list of cards to a CSV file, click on 3. Generate Cards Tab and hit the Download button.
Check our video tutorial about Calling Cards.
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CALLING CARD MANAGEMENT
Besides managing the global settings for groups of calling cards, you can manage single calling cards or several calling cards at the same time (belonging to the same or to different groups). b. Apply to Unused - The settings will be applied to all of the unused codes, regardless of being new or not. c. Apply to All - The settings will be applied to all codes. 5. You can also change the Customize URL warnings. These settings will always be applied to all of the codes on the group, regardless of the scope defined on the previous point. 6. Click on Generate or on the Save icon. A confirmation window will appear.
Manage one or more cards Manage a group of cards

1. To manage the global settings for a group of calling cards, click its name, at the list on the left. 2. Select the third tab (3. Generate Cards). 3. Change the relevant options (Number of Codes, Duration, Department, etc.). The management of one or more cards is done at the second tab (2. Active Cards). By default, all the cards from all the groups will be listed here, unless you select one of the groups from the list to the left. In that case, the table will be showing only the calling cards belonging to that group. The table includes the following information: ID - The calling card number, which will be used for downloading the special applet. CREATED - The date the card was created. #MADE/LOST - Number of sessions made and number of sessions that were not answered by the technicians. TIME USED - Time already used on sessions. TIME LEFT - Remaining time for support. EXPIRES - The date of expiration for each card. STATUS - Visual indication of the status of the calling card. If it is still valid, a green checkmark will be shown. A red X means the code is expired or was revoked. To manage one or more cards, please perform the following steps: 4. Select the scope of the changes by clicking on one of the following checkboxes: a. Apply to New Codes - The settings will be applied only to new codes created in the group. If you are adding codes to the group, you must select this option, otherwise the new codes will not be created. 1. Select the checkbox corresponding to the code or codes you want to change.
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2. Click on Edit. To search for codes, click on the Search button and a new window will appear. Here you will be able to choose from several options: ID - The calling card number, which will be used for downloading the special applet. Duration (From-To) - Time configured to the card. Time left (From-To) - Time left on the card. Expired - Selecting this option will include expired cards on the search. All groups - Searches cards from all of the existing groups. All History - Search from the beginning. Use date as Creation date/Expiration date (From-To): allow a delimitation of the search by creation date or by the expiration date defined. Select the parameters relevant to your search and click Search. The table will then display the filtered results.
3. You can change the expiration date, the duration (total time of the card), and the time left.
4. Clicking on Reset code status reactivates a revoked code (bottom left). 5. After changing the relevant fields, click on Save. The Revoke button disables the use of one or more codes, thus blocking them. Clicking on this button will prompt a confirmation window if you agree, the code will be permanently banned from the BeAnywhere network.
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Calling Cards
Chapter XI
Using BASE Proxy
Using BASE Proxy B
eAnywheres Support Express Proxy can be used in situations where the remote machine has no connection to the Internet or when it connects to the Internet using an unsupported type of proxy or authentication. It must be installed on the remote LAN, in a computer not only reachable by the BASE Agents and Applets, but also with free access to the Internet (e.g. a machine on the DMZ or even the firewall machine). It can be configured to restrict which BASE Agents or Applets are able to use it, and it can also bind to multiple network adaptors. It is completely transparent and supports every feature on the BeAnywhere protocol (including Port Forwarding). It also has a very flexible configuration, being able to run as an application, with limited privileges, but also as a Windows Service. BASE Proxy supports two types of connections (fig. 1):
Direct Connect
The BASE gateways are only used in the context of establishing remote sessions during the initiation process. After that, the connection between the BASE Proxy and the BASE Consoles is made directly. This mode is faster because it uses one less hop, diminishing the latency, but it is less compatible with more restricted configurations.
Standard
All the inbound connections are initiated through BASE gateways. This is the failsafe mode of operation, and it is compatible with all the configurations and topologies.
Figure 1.1 - BASE Proxy - Direct Connect Method
Figure 1 - BASE Proxy - Standard Connection Method
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Using BASE Proxy

INSTALLING BASE PROXY
In order to install BASE Proxy, you will have to perform the following steps: The installation is very straightforward; the only customizable option is whether or not to create the Desktop and Start Menu shortcuts (the default option is recommended).
I. Set up the computer in which the proxy is installed

The following ports must be opened in the Proxy machine, for both inbound and outbound connections: TCP 8082 (only for LAN traffic) - Port used for BASE Agents/Applets to communicate with the proxy. This is the port defined on the Bindings tab of the proxy interface, so if you change it, you will have to configure your firewall accordingly. TCP 443 (for LAN and WAN traffic) - This is the port used by the Direct Connect feature, so it only needs to be set if Direct Connect is to be enabled. You will also need to route this port from the WAN to the proxy machine. If you change the Direct Connect port on the proxy interface, this configuration has to be updated accordingly. UDP 43210 (only for LAN traffic) - This port is used on the automatic setup of the Agents and Applets. If it is not reachable, additional set ups will be required on each computer with the BASE Agent installed or running the Applet. 3. At the end of the installation, youll have to name your new proxy and preferably add a description. After performing this step, click on Register.
II. Download and install the proxy

1. On the Admin Area, go to Profile>Integration>5. Proxy and hit the Download button, under Step 1 - Installing a new BASE Proxy server. A new window will appear, explaining the basic requirements to install the proxy. Click OK. 2. The download of the installer will begin. 4. The proxy will return a message confirming its registration on the BeAnywhere network.
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Using BASE Proxy

III. Configure the Proxy interface
After installing BASE Proxy and running it for the first time, you will have several configuration options available: Home - It allows starting and stopping the proxy functionality, as well as checking if the proxy is running. It uses a traffic light system to identify its state: red (stopped), yellow (error or busy), green (working). Direct Connect - Enables the Direct Connect feature through the activation of the corresponding checkbox. You can also change the default port. However, this procedure isnt recommended because it will diminish the possibilities of successfully establishing a connection through this method. If you need to do it, please click on the Test button to verify if the port is reachable, and then click Save. IP Filter - Here you can choose which BASE Agents/Applets are reachable through this proxy. You can add a mixture of single IP addresses (only the BASE Agents or Applets on those specific IP will be reachable) and IP address ranges (all the BASE Agents or Applets running on machines within that IP address range will be reachable). This can be used as an extra security measure.
Log - This tab presents all the events related to the use of the proxy, like connected machines, sessions established or IP changes. You can suspend or clear the log. Both these options are cosmetic: the proxy continues to register activity and debug information, which can be found at %16419%\BeAnywhere\BASupProxy for Windows 2000 and XP , and at c:\programdata for Windows Vista or later OS. Bindings - While on this tab, you can specify which IP addresses and ports from the machine running the proxy will be used to receive connections from BASE Agents within the LAN. By default, the IP will be 0.0.0.0, which basically means all the Network Interface Cards with any IP address. If you have more than one NIC, it is recommended you specify which adaptor or IP address is to be used in order to receive the requests exclusively within the LAN, for security reasons. The default port is 8082. Please check if any other services are using it on the proxy machine.
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Using BASE Proxy

Service - By default, BASE Proxy is installed as an application. Here you will be able to install it as a Windows service. You can also uninstall the service later, using this tab, and the Proxy will then run again as an application.
IV. View installed proxies

1. All the registered proxies from a given Helpdesk Center are listed on Profile>Integration>5. Proxy, under Step 2 - Manage your BASE Proxy server installations.
2. On the left, you can check all the proxies installed. Clicking any one of them will present all the relevant information kept by the system. 3. Besides the name and description, you can also check its external port, the installed version, when the proxy was last seen and also the associated IP addresses. 4. To delete a proxy, just click on Remove . Please note that this action will permanently disable the proxys communication with BASE network. You will have to uninstall it manually on the corresponding machine, and it cannot be reactivated.
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Using BASE Proxy

SETTING THE BASE AGENT OR THE APPLET
Both the BASE Agents and the BASE Applet are automatically configured, and no manual setup is required in most situations. However, in the event that connectivity problems or incorrect configuration of the proxy machine impairs the automatic setup, some configuration might be required: 1. Run the applet or start BASE Agent configuration program on a computer with a limited or nonexistent connection to the Internet. 2. After a while, a message will appear, asking if the computer is behind a proxy server. Click YES. 5. Insert the Proxy IP address (recommended) or the name of the server; and the relevant port.
6. If the proxy is using Direct Connect, select the corresponding checkbox and insert the port number for this feature. Please note that the computer will be able to establish sessions even if Direct Connect fails or is misconfigured. 3. The next message will ask if there is a dedicated BA Proxy server. Click YES. 7. Click Test my proxy settings to verify if the connection to the proxy is correctly established. 8. Click Apply.
4. Select Use BeAnywhere Proxy server.
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Chapter XII
Administrative Area
Administrative Area B
eAnywheres Support Express Administrative Area allows administrators to set up their companys profile and manage their BASE account. You can follow the http://base.beanywhere.com URL to access the Admin Area or go directly from the menu at the top of the console window.
WIZARD
In the first visit to the Administrative Area, you will be welcomed by a Wizard window.
The Wizard helps to set up your Profile (basic settings regarding the identification of the administrator and the represented company); the Applet and the Agent main startup options; the Exclusive Link (definition of the link from which a client may send a support request); your Website (integration options) and Calling Cards (establish a Calling Card prefix).
It is intended to help the Administrator in the process of setting up a few of the accounts basic aspects. It is, however, always at your disposal; it can be triggered through the link placed on the right side of the Admin Area homepage Startup Wizard.
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Administrative Area
HOMEPAGE
The Landing Page offers a wide variety of significant and graphical information. The top bar displays the data of the active account: namely the expiration date of your account, the number of computers on your list (online and offline) and a full list of all your technicians (online and offline). At the right, you can focus a specific period of time, establishing the starting and ending dates. Click Go to generate a new graphic.
IMPORTANT:
Obeying the same logic and search criteria, you can also generate graphical information about Clients (sessions made, time in session, geographical distribution) and Technicians (number of sessions and time in session). Simply choose any of the tabs placed on top of the graphical window: Sessions, Clients, Technicians. In the Homepage, youll also notice the options column placed on the left. Each tab and respective options will be explained in the following pages.
Clicking the COMPUTERS text in the top bar will download an Agent installer with the default settings (unlimited installs, default name, no group, etc.). Also, clicking the TECHNICIANS text will open the page to create a new technician.
On the right, the Insert Activation Code option allows, naturally, the introduction of any Activation Code at your disposal: this Code will produce an immediate update of the account, if and when necessary. You can still access the Wizard through the relevant option.
The graphic presented in the central area displays the daily basis evolution of the support sessions on that given period.This criteria, however, can be changed through the Select Statistic dropdown list here you can choose from Daily sessions, Time in session, Operating Systems, Operating Systems Pie, Sessions per schedule, Sessions schedule - Pie.
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PANIC BUTTON
At the top right side of your Admin Area homepage youll easily notice a Panic button standing out. This is yet another exclusive power feature of BeAnywhere Support Express. Using the Panic button will not only unlock all of the service features, but will also allow unlimited simultaneous technicians (during the subsequent 10 straight hours after any hit).
This feature is intended to help you deal with emergency scenarios (e.g. a virus outbreak), circumstances that demand much more from your support solution. If you cant access this feature, please contact your account manager. To use your Panic button, simply click on it. You will then be asked to confirm your intention. Afterwards, you will immediately receive an e-mail confirming your Panic Button hit, as well as the beginning and the end of the respective 10 hour period. Once this 10 hour period reaches its end, your normal license standards will be automatically replaced. To further enjoy BeAnywheres premium services, please consider updating your license or getting more hits for your Panic Button.
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PROFILE
The Profile section displays several configuration options associated to the companys profile. The waiting time is rounded down to minutes, and it is obtained by dividing the number of pending support requests by the number of online techs, multiplied by the average duration of a session (which has to be set by the administrator).
Identification
Here youll find a vast array of configuration options. 1. Basic Information Definition of the companys biographical details: name, e-mail, address, telephone number, VAT, Country and Region. 2. Company Logo Insert the Company Logo. To start uploading the Logo, simply click on Upload Logo. Be sure to respect the size and extension restrictions JPEG, max size: 200KB, 578 X 98 pixels). 3. PIN/Calling Cards The first area of this window PIN Code Options enables the technician to set the expiration date of both the generated PIN Codes, but also the Applets. Just use the dropdown boxes to choose the desired expiration date. Expected Wait Time only works with PIN codes under the general page of the support portal, or using a Direct Link. In the second area, you can choose a prefix to add to your Calling Cards. Please use the Your Calling Card Prefix text entry field to compose the desired prefix it must be composed by 4 to 8 digits (letters A-Z or numbers 0-9, case insensitive).
A pre-visualization of your Calling Card format will be immediately available. For more information, please check the Calling Cards chapter. 4. Administrator Use the text entry field available, stating your new password - whenever you decide to change it. Your username will be displayed at all times.
Here it is also possible to enable and configure the Expected Wait Time Information feature: This will activate the presentation of a webpage while the Applet is being downloaded, informing the client about how many other support requests are on the queue and what is the waiting time expected for a request to be accepted.
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5. Access Control Limit access to the Console and/or the Administrative Area. To establish access restrictions, simply select the Limit the Access to Admin Area by IP option and/ or Limit the access to Tech Console by IP. Secondly, insert in the available text entry fields which of the IPs will benefit from access to each of the functional areas of BASE.
After the setup is complete, the SAVE button, placed at the lower right corner, will validate and save all changes.
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E-mail templates
On this area, you can setup the e-mails sent to costumers when facing different scenarios. Every e-mail supports a certain number of tags for further customization. The technician may have to input a valid e-mail address at the end of the session. Its also possible to incorporate a link to a video session recording (if due).
1. Install Link Template used when sending an Installation link. Composing the desired message is processed very much like any regular e-mail: Title and Body Text. The installation link will be automatically added to the content. Before sending the e-mail, the technician will always enjoy the possibility to edit and confirm the data. 2. Support Link Template used when sending a Support link. Composing the desired message is processed much like any regular e-mail: Title and Body Text. The Support Link will be automatically added. Before sending the e-mail, the technician will always enjoy the possibility to edit and confirm the data. 3. Session Report Template used when sending a Session Report. The filling of the desired message is processed very much like any regular e-mail: Title and Body Text. The Link, through which the client can access the report, will be, subsequently, automatically added. Before sending, the technician will always enjoy the possibility to edit and confirm the data. Furthermore, you will be able to set the report as mandatory or as optional. When Optional is active, its up for the technician to decide whether to send reports, or not, after each session; the Mandatory option enables the automatic dispatch of the reports.
After the setup is completed, the SAVE button, placed at the lower right corner, will validate and save all changes.
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Applet Setup
Configuration of the Applets appearance and behavior (Windows Applet only). 1. Name/ Logo In this first section youll be able to edit the filename used by the applets you generate. Furthermore, you can Add department name to filename and/or Delete applet after session ends, by activating each option. At the Logo section, the Upload Logo button initiates the transfer process of the image you wish to present your clients as your company Logo simply upload it, as long as it respects the requirements (JPEG, 200KB, 578x98 pixels). The image will be presented in the preview box laid out at the center of the screen. By clicking directly on top of this preview, youll be able to change its background color: simply choose one of the colors available in the spectrum and click the Save Button. The two options at the top of the window will help you set up the behavior of the applet, enabling the terms to be visible when the applet starts and/or to be automatically accepted after a certain number of seconds without input from the client (keystrokes or mouse-clicks).
3. Initial Form When sending a support request, the client will be asked to fill out an Initial Form. The included fields can be configured as mandatory to the form submission by selecting them on this screen. It is even possible to add a custom field; to make it mandatory; and to present a specific error message if it is left blank - all of these options can then be used together with the Session Validation API to efficiently distribute support requests among the appropriated queues. Some other options may be defined:
The Enable option lets you activate or deactivate this Initial Form; 2. Terms of service In this window you will be able to set your own Terms of Service. Use the text box in the middle to insert your own or just upload a pre-configured text using the Load Default button. The Submit Timeout entry field allows you to set the time, in seconds, during which the Initial Form is presented on the clients screen; The Reset Timer on keypress will, when clicked, allow the client to enter his data without worrying about the time limit. The clock will reset after each and every keystroke.
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4. Messages 1 of 4 The next four tabs allow the customization of the messages presented to the client on the Applet. The first one occurs when the applet is sending the support request. These messages are sent to your e-mail address (defined in the company profile) and are also available at Reports>Missed Sessions.
7. Messages 4 of 4 Define the message presented to your client when the technician takes too long to reply to a chat message. Simply use the available text entry field. In this case, you also have the possibility to determine the waiting time limit simply change the value in the Timeout text entry field. The message you have defined will appear in the clients chat box whenever this time limit runs out.
5. Messages 2 of 4 The second message is presented when the support request has been successfully sent.
8. Settings The last tab allows the customization of the default behavior of the Applet: it is possible to remove the remote desktop background automatically (recommended) while on session, and it is also possible to configure the Applet to always request administration privileges in Operating Systems with User Account Control enabled. 6. Messages 3 of 4 In this tab, it is possible to set what message is displayed when no technician answers the support request. First of all, determine the waiting time limit simply change the value manually in the Timeout text entry field. Its also possible to allow clients to leave a message select the Let clients leave a message option and determine how to introduce this possibility to the client.
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Agent Setup
This area allows the configuration of the default options for the Agents. These options are only valid to new installations, which means they are not enforced (a user with local administration privileges can change them later on each agent) nor applicable to Agents previously installed. 2. Security All the items under Security can also be set on the Agent. These settings increase the sessions security performed through the BASE Agent. It is very important to understand and set these options because a bad configuration on this tab can render an Agent inaccessible.
On the first tab, it is possible to select if a new Agent will use the computer name, and also if the installation will be silent (without any intervention from a local user). Besides the name and registration, new Agents can be configured to enable the default settings and give the local user the option to override them (or disable this possibility). 1. Settings This tab contains most of the configurations available on the Agent (clicking on the SETTINGS button of the Graphic User Interface). It includes graphics and performance optimization settings, as well as connectivity features discussed throughout this manual.
Remote sessions require local user authorization All the sessions made to the Agent have to be authorized by a local user. Enabling this will effectively disallow unattended access to the computer. Use with care. Lock Windows when the remote session ends Protects the local Windows session against unauthorized use after a remote access. Require authentication through Windows credentials A second layer of security is added to the Agent, which will only accept connections if the credentials are locally validated (either on the local computer or in the domain). For security reasons, only credentials from users with a created profile on the remote computer will be accepted. Allow restricted user accounts to login Using this option, the access to the remote Agent can be restricted to privileged Windows accounts only, or to any Windows account with a profile on the remote computer.
IMPORTANT:
For security reasons, the BeAnywhere Password setting cannot be defined by default on the Admin Area. If you want to use this setting, please set a password locally.
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Integration
BASEs advanced integration forms. 1. Your web site You can integrate a Support request button into any of your websites. Simply copy the code presented at the center of the screen and paste it on the code of your own web pages. The button presented in this window is merely an example. To modify the aesthetics of the button you wish to place on your website, simply uncomment the colored code and use your own URL. 3. Other APIs I. New Support Ticket API Download the manual describing how to use this feature to create deferred support tickets directly from any application. Using this API, no custom questions or attachments can be added on the ticket creation (files could be added at a later time, editing the ticket). 2. Start APIs I. New session API This API (Application Programing Interface) allows new sessions to be generated without having to use the console for example, it is possible to generate sessions from your CRM software. The Download button will grant you access to the user manual of the API. II. Landing Page API Easily place an API on your own website, enabling your clients to directly insert a PIN Code or use a Calling Card built into your website. The parameters shown in this window are mandatory on the form, which means that they need to be inserted exactly as presented, in order to be fully functional. The Wizard presented on the bottom lets you generate an example of how these parameters should look. Simply choose the desired language from the dropdown list (English or Portuguese); do the same with the desired feature (PIN Code or Calling Card). II. Validation API A checkbox to activate the Use Validation API option. By default, this option is not checked, thus being inactive. This APIs objective is to pre-process the clients data gathered by the BeAnywhere Support Express Applet before the creation of a support request. 4. Exclusive Link Definition of the exclusive link, from which your clients will be able to send a request for support. To establish the desired domain, choose one of the available options offered by the dropdown box at the left. To establish the desired suffix of the link, use the text entry field, placed at the left, freely. Directly beneath, you can preview the Exclusive Link (used by the clients to send a support request) and the Applet direct download link (used by the clients to initiate the download of the Applet). Finally, click Generate.
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5. Proxy BeAnywhere Support Express Proxy allows you to provide remote support sessions to computers without Internet connection. Please use the Download button to download the proxy installer. Below, you can check the integrated proxy servers and their detailed information. On this tab, it is possible to customize the look and feel of the chat Window (any change will be revised by the BeAnywhere team before being applied), as well as to get links to chat with each technician. 7. Notifications Choose which events will trigger e-mail notifications for your Helpdesk Center and customize recipients for each message. There are four possible events, and each one can notify a different e-mail recipient: New session request, survey answered (regardless of the type of survey), missed session request with message and warning is a request is waiting more than the defined threshold.
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6. Webchat The Web Chat allows the establishment of a chat conversation between a client and a specific technician, even before the actual remote session kicks in (please see Chat chapter for more information).
IMPORTANT:
Use e-mail filtering rules to forward these messages to different technicians, based on certain conditions (e.g. client number, computer name, request queue).
Check our video tutorial about the Profile tab at the Admin Area.
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MANAGEMENT
Technicians
Managing technicians and departments. Technicians The Create New button lets you initiate the simple process of creating a new technician. On the left side, the Search entry field allows you to search for the desired technician (typing, for example, his name). The Department dropdown list narrows the search to a specific department. Permissions The first thing on this tab is the option Reset Settings to, allowing the establishment of a profile to new or existing users, combining all the features that can be set in this page. There are three default profiles: Junior Tech (limited remote access through Applets), Senior Tech (most of the options, excepting administration features) and Admin (full features). Clicking the Help button will show a table with the detailed configurations for each one.
This feature is helpful when setting up new technicians, or if a quick downgrade or upgrade to a tech account is needed. The profiles were chosen with the most common options selected but they are meant to be used just as guidelines. Identification Select a name, the username (an e-mail address) and the password of the new technician. It is also possible to upload a picture (which will appear on the Applet - otherwise the default picture will be used) and to set an expiration date - useful to create temporary technicians (e.g. third party contractors). The following option is the ability to access the Admin Area, which can be further customized using the option set custom access. This will allow the configuration of several specific Admin Area sections to be inaccessible, read-only or fully accessible.
Clicking on Next continues the process.
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When configuring the Access Session History you can disable the access to this feature or, on the contrary, provide full access; also, you can set it to only show the sessions belonging to this particular technician. The disconnected technician will lose all access to BASE features and will need to repeat his login procedures in order to get back online (if theres enough room for him, obviously). Each technician can also have his or her access to unattended devices limited on My Computer Management Permissions. It is possible not only to disable the access to specific computers but also to customize the management permissions associated with this feature. The last option is to enable the access and the administration of BeAnywhere inSight Lite. Please note that this setting only establishes whether a technician can use inSight Lite - it does not activate this feature on the remote machines. For more information, please refer to the inSight Lite chapter.
On Console Features, granular permissions for each technician can be defined, restricting access to product features, in order to customize the workflows of the Helpdesk Center. Click Set Details to access these options. Technicians KickOut - One particular feature you can set at this point is the Technicians KickOut. If your account reaches the maximum number of simultaneous technicians online, youll be given the opportunity to disconnect one of the online technicians, thus finding room for another technician to log in.The permission to deactivate others or the chance of being deactivated by others are determined through the Can disconnect any other techs and the Can be disconnected options. By default, both are checked.
Default Settings Technicians work default settings. The Receive Requests sent to option allows the definition of which support requests are received by the technician; The Generate Requests to option allows the definition of the destination of the support requests issued by the technician; The Record Session Video allows the definition of the video record settings.
Simply uncheck the first option if you do not want to offer this particular technician the possibility to disconnect others. Uncheck the second option if you do not want this particular technician to be disconnected by others. To disconnect an online technician, just select one technician from the list presented at the moment you try to log in.
Department(s) Define which department(s) the technician will be incorporated into to do so, simply click on the desired department(s).
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Departments
New department creation and management. Introduction The Create New button initiates the new department creation process. First of all, you will be asked to name the new department. Simply use the available text entry field and click Create when finished. The Delete button will disable this department and hide it from the list.
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1. Identification Again, youll have the opportunity to decide the Departments name. The Department ID is automatically assigned. The same goes for the Department Link through this link, support requests will be directed to this particular department. To enable the department, just check the Enable option.
IMPORTANT:
Besides creating and deleting Departments, this page also allows you to edit them. When deleting a department, all the technicians that belong ONLY to that department will be marked as inactive. 2. Technicians Select the technicians that should be incorporated into the selected department (the active department is visible on the left column) just check the desired technicians. For saving time, you can use the Select All option.
IMPORTANT:
If you select the Expected Wait Time information checkbox and choose the desired language, additional parameters will be included in the Department Link. This checkbox will not be saved along with the rest of the page, it is just meant to add the relevant option to the link, when needed.
When done, the Save button, placed on the lower right corner, will save and validate the new data. Check our video tutorial on how to create departments and technicians.
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My Computers
This area shows the list of computers installed as a Windows Service. On the top of the page there is a tree with all devices and their groups. It is possible to search for any of these elements by using the top search box, or otherwise filter them with the three options placed at the top. The last two of these options are related with BeAnywhere inSight Lite Add-On (for more information, please refer to the inSight Lite Edition chapter). The final option allows the user to choose whether the changes are to be applied to all the computers in the group.
The computers listed on the table will have a different icon to highlight their online state. The computers online will also have another icon on the right side of the table, allowing the establishment of a remote control session directly from the Admin Area, using the Java viewer. When establishing the session, the password of the Admin Area user will be asked again, for security reasons.
IMPORTANT:
If a group is deleted, the Administrator has the option to uninstall all the computers on it or simply move them to a parent group. The Permissions tab will enable the management of access permissions. It is possible to list all the technicians registered or to filter them by group. These changes can be applied to the current group or be replicated to its child groups.
On the bottom of the table there is an export link, which will save the whole list of devices to an excel spreadsheet, completed with all the relevant information (Group Name, Domain Name, Agent Version, etc.). Group Options If a group is selected on the tree, three tabs will be made available below. General allows global information of the group to be changed, as well as deleted.There is also a SESSIONS button, which will take the Administrator to a filtered list of sessions, containing only those made to computers inside the relevant group.
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The Advanced tab defines if a local user on a computer pertaining to the group can start a remote request (and if so, what is the queue for the request) and also if a support ticket can be locally created. As always, these changes can be replicated to all the computers in the group. The Administrator can change the name and the description of the computer along with additional client data. The server version and the last access are also presented (they are also on the table). On this area it can also be defined if a remote user can start a support request or use the deferred support tickets. Regarding this last option, it can also be set if a history tab (listing all the tickets on the machine) will be shown on the ticket creation page.
Also on the Advanced tab, Administrators have the ability to perform a mass restart of the remote Agents of the group (only the BeAnywhere Service is restarted, not the computer itself ), as well as a mass uninstallation of the Agents, effectively losing access to the computers. Computer Options If a computer is selected on the table, several tabs will be made available below. The first tab is General, in which the first option is to enable the monitoring of the computer, effectively activating the inSight Lite module on it, and making all the remaining tabs usable. We will discuss BeAnywhere inSight Lite on a separate chapter, so lets just focus on the other options of this tab.
Besides the restart and uninstall options, the SESSIONS button will present a list of all the sessions made to the computer.
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Surveys
Creation of surveys intended for technicians and/or clients. Information To create a new survey click the Create New button. 1. Survey Settings Definition of the surveys name, its recipient (client or technician), its type (optional, at the discretion of the technician; or mandatory, automatically sent), the language (by selecting one of five available on the dropdown list) and, finally, the description of the survey (it will be visible at the top of the survey). The Enable option lets you activate this survey, making it ready to be sent. 2. List of Questions The button is used to delete a created question; The button helps to reorganize the order of each question within the survey. Each click on this icon will move the corresponding question to a lower position; The icon shows the status of the question Active, in this case. When you see the icon, you will know that the question is not active; The Type option shows you what type of answer is reserved for the associated question. You can choose from quantitative responses (1-5), Yes/No, Free Text or offer a number of pre-defined answers to choose from.
To add a new question, just click on the New Question button. To edit any of the existing questions, just click on the question you wish to edit. The following window will let you edit the question itself, through a simple text entry field.
The Delete button commands the extinction of the previously created survey; The Preview button offers you a preview of the survey; The Show Report button presents the received answers.
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You can set the type of answer you prefer (if you choose List of Choices, an Add button will enable you to specify the list of possible answers). Another option is Check before submit: you may want a survey to be mandatory as a whole, but with only some mandatory questions. If this option is not enabled, a question may be left blank on a mandatory survey.
Finally, the Active checkbox establishes whether or not the question should be included in the survey. Click the Add button to add this new question. Click the Close button placed at the top right corner of the window to close it without adding a question.
Check our video tutorial about Surveys.
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Calling Cards
A calling card is a special version of the applet that can be dropped on a clients computer and, therefore, used every time he needs remote assistance. Calling Cards have a reference ID, composed by an alphanumeric prefix and 13 digits this ID is used for downloading this special applet.The Calling Cards can be set with an expiration date and a maximum session time defined, allowing a great deal of flexibility for providers to launch special promotions or different support products. BASE allows the creation of single Calling Cards - through the console - but also enables the creation of batches - using the Admin Area. The management of all the Calling Cards is also made through the Admin Area. If you missed the wizard, or if you want to change your calling card prefix, go to Profile>Identification>4. Calling Cards.
2. There you can choose a calling card, composed by 4 to 8 digits (letters A-Z or numbers 0-9, case insensitive). 3. If the prefix you inserted meets the definitions described before, a green checkmark will appear. The format of your calling cards will be previewed below. 4. Clicking on the Save icon will save all of the information in Profile>Identification, not only the settings configured on the calling cards tab. 5. You may also want to set if an URL is to be open on the following scenarios: a. Before the beginning of the session a.i. When the Calling Cards date has expired a.ii. When the Calling Card has no time left b. After the session is started b.i. When the Calling Cards date has expired b.ii. When the Calling Card has no time left You can find these in Management>Warnings>5. Calling Cards. None of these options is mandatory. If no information is inserted, an error message will be presented to your user when trying to establish a connection or during the calling card session, but no webpage will be presented to your client. 6. Clicking on the Save icon will save all of the information in Management>Warnings, not only the settings configured on the calling cards tab.
Pre-Configuring the Admin Area Before using the Calling Card feature, you should choose the prefix that will be used on all the calling cards generated through your account. 1. The prefix configuration is central. This option is presented to you on the Startup Wizard.
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Creating a single Calling Card in the console
1. On the main window, select New Calling Card and click Start New Session. 2. If you do not want to set any advanced options, click on Generate Calling Card. Otherwise, click on Show Advanced Options. 3. Besides the optional information that can be added to a calling card (client name, number, description, etc.), you may set the departments or technicians that receive requests, along with the expiration options. a. To set who will receive the requests generated by a calling card, click the Change button on Selected Queue. A new window will appear, in which you can choose a specific department or technician. b. To set expiration options, click the Change button on Expiration. You can define the session time included, choosing from unlimited support time to a certain number of minutes, hours or days. The expiration date defines the validity of the Calling Card. It can go from never expiring to expiring on a certain day. These two options - Support Time and Expiration Date are independent, meaning that you can setup both options, only one option, or none of the options.
4. After the configuration, click on Generate Calling Card.
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Creating a batch of Calling Cards in the Admin Area
1. On the admin area, click on Management>Calling Cards. 2. On the first tab, click on Create New, which will direct you to the third tab (3. Generate Cards). 3. Insert the name for the batch to be created on Group Name. To add calling cards to an existing batch, see Calling Card Management. 4. Insert the number of codes. If you do not want to set up any advanced options, click on Generate. Otherwise, continue to the following fields. 9. Then be sure that the checkbox Apply New Codes is selected, otherwise the new codes will not be created. 10. If you click on Customize URL warnings, you can also set if a URL is to be open on the following scenarios: a. Before the beginning of the session a.i. When the Calling Cards date has expired a.ii. When the Calling Card has no time left b. After the session is started b.i. When the Calling Cards date has expired b.ii. When the Calling Card has no time left None of these options is mandatory, and if no information is inserted, the system will look for a default configuration, which can be defined on Warnings>Calling Cards. If no information is defined there, an error message will be presented to your user when trying to establish a connection or during a calling card session, but no webpage will be presented. 11. Click on Generate or on the Save icon . The second tab (2. Active Cards) will be opened, listing all the calling cards you have just generated. 5. If you want to limit the departments who will receive the requests, click on the respective checkbox and select a department from the dropdown list. 6. In order to limit the technicians who will receive the requests, click on the respective checkbox and select a tech from the dropdown list. 7. To limit the session time included, select Duration and define a certain number of minutes, hours or days. 8. To determine the expiration date, select Expiration Date and click on the desired date. A calendar will appear, allowing you to select a specific day. 12. If you want to download the list of cards to a CSV file, click on 3. Generate Tabs and hit the Download button.
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Calling Card Management
Besides managing the global settings for groups of calling cards, you can manage single calling cards or several calling cards at the same time (belonging to the same or to different groups). Manage a group of cards 1. To manage the global settings of a group of calling cards, click on its name, at the list on the left. 2. Select the third tab (3. Generate Cards). 3. Change the relevant options (Number of Codes, Duration, Department, etc.). 4. Select the scope of the changes by clicking on one of the following checkboxes: a. Apply to New Codes - The settings will be applied only to new codes created in the group. If you are adding codes to the group, you must select this option, otherwise the new codes will not be created. b. Apply to Unused - The settings will be applied to all of the unused codes, regardless of being new or not. c. Apply to All - The new settings will be applied to all codes. 5. You can also change the Customize URL warnings. These settings will always be applied to all of the codes on the group, regardless of the scope defined on the previous point. 6. Click on Generate or on the Save icon. A confirmation window will appear. Manage one or more cards The management of one or more cards is done at the second tab (2. Active Cards). By default, all the cards from all the groups will be listed here, unless you select one of the groups from the list to the left. In that case, the table will be showing only the calling cards belonging to that group. The table includes the following information: ID - The calling card number, which will be used for downloading the special applet. Clicking on this button will prompt a confirmation window if you agree, the code will be permanently banned from the BeAnywhere network. CREATED - The date the card was created. #MADE/LOST - Number of sessions made and number of sessions that were not answered by the technicians. TIME USED - Time already used on sessions. TIME LEFT - Remaining time for support. EXPIRES - The date of expiration for each card. STATUS - Visual indication of the status of the calling card. If it is still valid, a green checkmark will be shown. A red X means the code is expired or was revoked. To manage one or more cards, please perform the following steps: 1. Select the checkbox corresponding to the code or codes you want to change. 2. Click on the Edit button. 3. You can change the expiration date, the duration (total time of the card), and the time left. 4. Clicking on Reset code status reactivates a code that has been revoked. 5. After changing the relevant fields, click on Save. The Revoke button disables the use of one or more codes, thus blocking them.
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To search for codes, click on the Search button and a new window will appear. Here you will be able to choose from several options: ID - The calling card number, which will be used to download the special applet. Duration (From-To): Time configured to the card. Time left (From-To): Time left on the card. Expired - Selecting this option will include expired cards in the search. All groups - Searches cards from all of the existing groups. All History - Search from the beginning. Use date as Creation date/Expiration date (From-To): allow a delimitation of the search by creation date or by the expiration date defined. Select the parameters relevant to your search and click Search. The table will then display the filtered results.
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Tickets
Computers with BASE Agent installed, as well as requesting remote assistance, can also generate a support ticket. Note: All associated requests can be checked at Reports>Tickets. 1. Intro In this tab you can define the introdutory text that will be used on the ticket creation form - just use the text box at the center. Below you can also choose the desired language. 3. Forwarding New tickets can be automatically forwarded to a technician or a department (the ticket will be invisible to others). This can be useful in a number of situations (e.g.: a specific tech or a department handle the initial screening of new tickets, and then forward them to the appropriate recipients). If no automatic forwarding is set up, tickets created will be visible to all the technicians with the adequate permissions.
2. User Content You can add up to 10 customized questions that can be added to your ticket creation form. Use the New Question button not only to add any questions, but also to set the type of answers. If you choose List of Choices, you will have to also setup predefined answers. Lastly, check the Active option and click Add to include a question in your ticket form. Any tech with access to a ticket can forward it later, which will render the ticket invisible to all the other techs.
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4. Notifications Support Express can email both the helpdesk center and the relevant end users about ticket updates. End users will be notified at the email provided when the ticket is created. It is possible to enable three types of notifications: when a ticket is created, when a ticket is updated and when it has been closed. Messages sent to the helpdesk center - internal notifications - contain more information than the ones emailed to end users (adding, for example, the last note added to the ticket). Also, there is a special type of internal notification which is mandatory: when a Next Action schedule is defined, the helpdesk center will be notified on the scheduled date.
Internal notifications will be sent to the e-mail of the technician which has the ticket attributed. If the ticket has been forwarded to a department or it is not forwarded to any tech or department, the notification will be emailed to the address set up on this page.
Check our video tutorial about Tickets.
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Administrative Area
Creating a Ticket
The client can access his BASE Agent through the system tray icon: Click on Support Tickets. Finally, click Create Ticket to send the ticket.
If the computer has permissions, there will also be another tab - History - in which the remote user can access all the tickets already created on that computer. Clicking on any of them will show more information.
In this first window the client will see the Ticket creation form. The text shown at the top of the page is defined by the technician in the Admin Area, as well as any predefined form questions (Management>Tickets please see the respective chapter). The client needs only to fill out the three text boxes with his name, e-mail and the problem description (e-mail IS mandatory). The Upload button enables the upload of attachments that will be associated with the ticket (screenshots showing the error, for instance). The client can check the related Info (Number, E-mail, Agent name, etc), check the Custom Answers in the respective tab (if the creation ticket form includes any questions) and the attached files (if any). More importantly, the problem description can, at this point, be edited; an useful feature that enables the client to update his problem description, possibly adding to his original ticket other pressing issues. Click Save when done and the ticket information will be updated.
IMPORTANT:
Technicians can also start a support ticket for the end user, using the Console, by selecting a device from the My Computers tab and clicking on Create Support Ticket.
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Administrative Area
Warnings
Define the conditions in which certain web pages are showed to the clients. 1. Week Profile The several text boxes and options allow you to establish different messages to be showed at different schedules they are known as Schedules. You can determine the Start Time and End Time; the associated Timezone; the days of the week; and the URL. You can also determine when this URL is presented: when accessing through the Exclusive Link or/and through the Applet. The Enable option activates this Schedule. The active schedules are visible on the left side list. 4. Calling Cards Define the URL presented to client whenever the time limit or the date of the Calling Cards expires. The URL can be triggered in two occasions: at the start of a session or at the end of a session. Just place the desired URL on the text entry fields.
After the changes are concluded, the Save button, placed on the lower right corner, will save and validate the new data. For more information, check the Calling Cards chapter.
2. No Connection Message displayed to the client whenever the Internet connection fails.The message has to obey the HTML format. The Enabled option activates this message. 3. Applet Closed Definition of the URL displayed to the client after the sessions end. This URL can be presented everytime the applet is closed or when the applet is prematurely closed by the user. As always, the Enabled option will activate this URL presentation.
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Administrative Area
REPORTS
Various reports about BeAnywhere activity.
Session History
The button placed on the upper right corner of the window lets you determine the sorting order and criteria the subsequently accessed menu offers an array of different parameters (name of the technician, client, computer, domain or length). You can also sort them in ascending or descending order. These settings, along with the search filters that can be applied, will be permanently saved on the user profile.
The Email Report button enables the tech to choose what to include in the webpage report Chat log, FTP , System Shell, Video, Remote System Information, Global Info (the Assign to and Email Report options are placed on the lower left corner of the window).
If a video was recorded during the remote session, you will be able to watch it or share it using the Video tab; by choosing any video, you will also be able to Save that same file to your computer.
At the bottom of the window, the search results can be found in graphical form. The Chart Type option, lets you choose between a graph of Columns/Rows or Pie. The Export button starts the download of the data. The Search button allows you to perform a search through the entire database, offering various search criteria (date, client name, video recording, domain, technicians, client number, etc.); The Assign to button lets you associate the selected sessions to a client number, an e-mail, a client name and/or a ticket number; To study each one of the sessions in detail, simply double-click on the desired session it is possible, through this detailed window, to Export (run the download to your computer).
The Graph Object option shows, in cascade, the various criteria on which each graph can be build upon. In order to display a new chart, you must click the Generate button.
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Administrative Area
Missed Sessions
Registry of all unanswered session requests. By clicking on any of the registers, you can consult any messages left by the clients. The Export button starts the datas download to your PC, in Excel format; The Search button allows you to perform a search through the entire database, offering various search criteria (name of client, domain, computer, etc); Check our video tutorial about Sessions Reports.
At the bottom of the window, the search results can be found in graphical form. The Chart Type option, lets you choose between a graph of Columns/Rows or Pie. The Graph Object option shows, in cascade, the various criteria each graph can be built upon.
You must click the Generate button to display a new chart.
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Administrative Area
Running Sessions
A list of the active sessions and online technicians, updated every 30 seconds. By clicking on any technician, you are able to view all of his dealt sessions; by clicking on any session, you will access a more detailed data about that same support session. The Force Logout button disconnects that particular technician. The current sessions will remain active, but no new sessions or session reconnection can be performed until the technician logs in again.
The lower pane also presents the pending requests. There are two options on these: ASSIGN (transfers the request to a different department or tech queue) or CANCEL (cancels the request).
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Administrative Area
Tech Performance
Performance Report related to each of the technicians. The Export button initiates the datas download to your PC, in Excel format; The Search button allows you to perform a search for a specific technician and/or for a defined period of time; At the bottom of the window, the search results can be found in graphical form. The Chart Type option lets you choose between a graph of Columns/Rows or Pie.
The Graph Object option shows, in cascade, the various criteria on which each graph can be build upon. You must click the Generate button to display a new chart.
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Administrative Area
Tickets
List of tickets sent by clients. Simply double-click on each one to check for more information. The Search button will help you find a specific ticket, using filters like ticket number, status, agent name, assigned technician or date. Note that the main filtering and sorting options applied are persistent. Note: The attachments from the closed tickets will be deleted after one month.
On the Info tab, it is possible, apart from checking more information about the ticket, to forward a ticket to a specific department or to a technician (or to remove a prior forwarding), to change its status (existing possibilities are Opened, In Progress and Closed) and also to schedule a Next Action. This last setting will send an e-mail reminder about the ticket to the helpdesk center or to the attributed technician. The Custom Answers tab will show the answers provided by the end user when creating the ticket. The Files tab will allow the download of files included with the ticket, as well as the deletion of files or the upload of more. In the Notes tab, technicians can add more information to help tracking incidents. For accountability purposes, the notes will save the input time (in UTC) and cannot be deleted. The Sessions tab lists all the sessions added to the ticket, by using the Assign to option on Reports>Session History.
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Administrative Area
Reports
List of reports sent to clients. Simply double-click on each one to check for more information.
The Search button will help you find a specific ticket, using filters like ID, domain, computer, message, assigned technician or date. Note that the main filtering and sorting options applied are persistent.
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Administrative Area
Surveys
List of surveys. To see the report of a survey, you should take the following steps: 1- Click Search, select survey and any other relevant search criteria you find essential;
2 - Click on each of the search results (on the list placed on the upper area of the window) to access the report or click on the Show Report button;
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Administrative Area
BILLING
Invoices
Record of the receipts associated to BeAnywhere subscription payments.The report indicates valuable information like the date, the amount, the currency used or the duration of the session. The Export button, at the bottom left, initiates the datas download to your PC, in Excel format;
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Administrative Area
HELP
Here youll find Contacts, Documents and answers to all Frequently Asked Questions.
FAQ
Frequently Asked Questions (FAQ) and their answers. The questions are divided into four different topics. Just click on each of topics to access the questions and answers.
Documentation
Simply click on Support Express User Guide to start downloading the PDF file.
Contacts
The Chat Now button allows you to start a conversation in real time with the BeAnywhere Support services. In case of unavailability, you can leave a message that will be handled with the utmost brevity. If you find any problem with BeAnywhere Support Express, and the User Guide couldnt help you, please do not hesitate to contact us: Web site: www.beanywhere.com E-mail: contact.base@beanywhere.com
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Chapter XIII
BeAnywhere inSight Lite Edition

INTRODUCTION
The BeAnywhere inSight Lite Edition is the new Simple Remote Management and Monitoring (S-RMM) add-on featured on Support Express. Despite being purchased as an independent module, it can only be used when associated with Business or Corporate licenses. Major Features: Alert creation based on the agents OS; Graphical information about the agents resources usage and status; Detailed information about the agents hardware and software; Audit reports based on all gathered information; Softwares vulnerability alerts; Massive and remote scripts deployment. Every BASE Corporate license is entitled with 10 BA inSight Lite licenses, completely free; BASE Busines clients will also enjoy 5 free BA InSight Lite licenses. Pre-Requisites BeAnywhere inSight Edition requires the 4.80 Agent or newer. There is no need for local configuration the module is managed through the Admin Area. All technicians must be allowed to use it at Management>Technicians, selecting the Permissions tab. This procedure is necessary even for technicians with Admin Areas administrator privileges. There are two different kinds of privileges: Access and Management Access- The technician can create new alerts, run existing scripts and audit machines. Cant: 1. Activate/deactivate inSight monitoring in selected computers; 2. Delete Alerts; 3. Add/Delete/Edit Scripts.
Management - The technician enjoys total control over inSight Lite licenses and features.
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ALERTS AND MONITORING
The inSight Lite Edition features an advanced system health-status monitoring module, as well as a real-time alert engine; both tools allow for a swift situationawareness of all connected devices. Technicians will also be able to establish specific rules for specific situations, activating automatic and immediate measures whenever the situation dictates an intervention. Agents Search features: inSight PCs only field Computers being monitored. With applied rules only field Computers being monitored and with associated alerts. General tab specific options: Option Enable monitoring (You have used X of Y monitoring licenses.) Specifies the agents being monitored and the number of remaining available monitoring licenses. Alerts
Monitoring and setting up alerts:

My Computers Thanks to the BeAnywhere inSight Lite Edition feature, the My Computers category, at the Admin Area, now looks like this:
This tab shows all the available alerts and the rules that activate each one. Listed are the active and inactive alerts, enabling you to delete, create or activate/deactivate any of them. Listed are also the available alerts (each machine can be associated with 10 active alerts, plus 20 more inactive alerts).
NOTE: Deactivating an alert means that the associated rules will no longer be applied, but the Alerts History will remain intact and the alert will be ready for immediate reactivation. Deleting an alert means that the history of occurrences will also be lost and you wont be able to reactivate that alert youll need to create a new one from scratch.
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Alerts>Add New The type of rules that can be created are the following: Register Only (information will be stored in the Alerts History tab) CPU - If the CPU usage is bigger/smaller than X% for Y minutes/hours... Memory - If the physical memory occupation is bigger/smaller than X%/MB/GB for Y minutes/hours... Disk space - If the used space for the drive X is bigger/smaller than Y%/MB/GB for Y minutes/hours... Process not executed - If the process X is not in execution... Process executed - If the process X is being executed... Service not executed If the service X is not in execution... Service executed If the service X is being executed... Service execution type If the service X has the type of execution Y Windows Events Detect in the Application/System/Security registries from the Event Viewer; detect text strings in the Category, Source, Event ID, User, Computer Name, Message and Description fields. There is also a customizable threshold for this kind of alert: ignores every subsequent identical event that occurs during a specified time-period. ONLINE/OFFLINE - If the computer remains without communication for more than 10 minutes... Send E-mail (the alert is registered and sent to the provided e-mail address) Deploy script (executes a script from the scripts repository) You can apply the same rule to more than one computer: you only need to select the relevant machines on the right. The list will show the amount of alerts that can still be set on each PC.
NOTE: You cant give the same name to two different alerts in that event, the second alert will be automatically renamed (e.g. High CPU will be renamed to High CPU (2)).
Every rule allows the following actions:
Alerts History
This tab keeps record of all alerts associated to rules that havent been deleted. In addition to the date, the rule name and the settings that trigger and stop them, you can also check what action the rule originated and to which address a notification e-mail was sent (if sent).
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System Info>Dashboard System Info>Processes
The Dashboard is the only indicator available to all computers, even the ones with no active monitoring. The technician can rapidly check the major features of the entire BASE Agents lot.
NOTE: The REFRESH button, available in each category of the System Info tab, will only work for that particular category (avoiding an overcharge of the remote computers and BeAnywheres databases) the remaining categories will stay the same. If you need to update them all, you will have to do it one-by-one.
The Processes category features all the processes that have been detected in the moment the data was gathered. This information is quite volatile, so the use of alerts is recommended over this category. The indicators are: Name CPU occupation % Occupied memory (KB) Priority Number of threads User that houses the process Physical memory occupation %
System Info>Applications
This category shows all the computers installed programs (and registered in the OS), sorted by manufacturer. When a security update is available, the program will be marked with red colors and a link for the update will be provided.
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System Info>Network System Info>Drivers
In this area you will find the physical and virtual machine adapters, as well as the fields that follow: MAC address Machine DNS Domain DNS Address assigned by DHCP (Yes/No) DHCP Server This category presents all system registered drivers, stating the following fields: Name Driver registry name. Type Type of driver (kernel, filesystem). Path Drivers registered location. X Driver status, stating its effective presence on the system.
System Info>Services System Stats
This tab shows the system services, including name, status, mode and type.
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This tab presents the history for the last 15 days for the following indicators: CPU 1 - in servers with multiple real processors, only shows the first CPU; when dealing with processors with multiple cores/threads, all of them will be part of the CPUs metrics (usage percentage). Physical memory - in Gigabytes. Hard Drive space used - in Gigabytes. It is possible to select any of the available drives. Time-lapse
Last hour 3 hours 6 hours 12 hours 24 hours 2 days 7 days 15 days
Resolution
Each minute
Each 5 minutes
Each Hour
Table 2 - Granularity of the information stored.
This table indicates not only the graphs information but also what information is stored on record the BeAnywheres data-base only stores detailed information for the last six hours. It is also possible to select the visualization metrics included in the chart - this is particularly useful for longer periods of time, with lower graph resolution.
Check our video tutorial about Alerts.
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SCRIPTS EXECUTION
The inSight Lite Edition allows advanced settings like the immediate or scheduled script deployment in any of the listed computers. It is directly compatible with Batche files, Visual Basic Script and Powershell. As long as the machine has the appropriate runtime installed and correctly configured, the script deployment will work, regardless of the language used. You can also set the scripts deployment through alerts. In this window, specify a name and a description for the new script. You can check it immediately as active or choose to do it later; then click on ADD SCRIPT. In the event that the script needs one or more resources available for download through the web, add them through the ADD FILE button.
NOTE: You are entitled to add an unlimited number of resources. At this screen you may also delete or edit the settings already set.
Scripts deployment>Adding a new script to the Repository

To run a script task you need to first add and set the script in the repository, by clicking in Management>Scripts.
In this window, specify a name for the file. It is also possible to add a MD5 hash, enabling the files integrity validation. Next, indicate the URL from where the resource will be downloaded, as well as the local devices destiny folder. It is also possible to specify if the file will be always downloaded or downloaded only when the file doesnt exist locally. The first option is useful when the resource is constantly updated through the same URL. This interface allows the creation of script groups and script sub-groups. To create a new group, simply click on ADD GROUP. Equally, adding a new script starts by clicking the ADD SCRIPT button. When finished, click SAVE.
NOTE: The inSight Lite Edition only natively supports file downloading through the web, from internet or intranet, using HTTP and HTTPS protocols (the technician is able to copy files from the local network, enjoying the extended power and versatility of scripts commands).
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Afterwards, at Script Content, you can set whether the script text is directly inserted in BASE interface, through the Explicit Script option, or whether it is available in a text file located in an external URL, by selecting External Script. In the first case, the technician should paste the necessary commands to the Script Body field and then select the type of script being added.
Scripts deployment>Create a new script deployment job

After setting up one or more scripts at the repository, you will be able to create a deployment job. The script can be distributed to one or more devices, making it possible to schedule the beginning of the deployment, set the context and set the result notification.
NOTE: To deploy multiple scripts in a single job, add to the repository a script containing different scripts.
If a technician chooses to use the standard settings, it will only be necessary to name the job on the first window and then click NEXT. However, there are multiple parameters that can be set:
If the technician chooses External Script, he will need to enter a URL it is also possible to add an MD5 to validate the files integrity and select the script type. The option Start on allows the technician to sset a specific time and date to launch the job (standard setting orders an immediate start). However, jobs will always keep to a 5 minute delay after creation, to allow their cancellation. When expanding this option, two extra configuration options will appear: Deployment will stop If the job isnt over when time limit is reached, you will get a report about the current status and the job will be marked as completed. By clicking SAVE, data will be saved and the script will be ready to deploy. You can move it to a different group, using the MOVE TO button; or delete it, clicking the DELETE button. Computers will discard this job if not completed in If the job isnt concluded in one or more devices when time limit is reached, the job will be marked as failed. By default, the Run as option is set for the script to be deployed in the system account context. The technician can also choose to deploy the script in another context, local or from the network (for instance, using domain administration credentials), with limited or unlimited privileges.
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In any of the contexts, the following options are possible: Deploy only when the user has an active session; Allow script interaction with the local user For instance, when installing software incapable of performing a silent installment or when trying to make sure that the user is able to cancel the script deployment. After setting up these elements, click NEXT. Now select the script to deploy (the description of the chosen element will be visible). After the job setting is complete, click NEXT. To follow the script job status or to check the script History you should choose the REPORTS>Script Jobs link. Here you will be able to check when a job has started and ended, its status, its author and the script content, when applicable.
In the last tab, you need to select the device(s) that will perform the job and click DEPLOY SCRIPT. It will be deployed according to the specified options. It is also possible to specify whether the script resources should be erased after a successful deployment.
Using the REPLICATE NOW button, the technician can repeat the job execution.
Check our video tutorial about Scripts.
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AUDITING DEVICES
The inSight Lite Edition also allows the auditing of one or more devices. Through this feature you will be able to obtain detailed reports about the activities performed in the selected devices, as well as detailed information about those same devices. To start an audit, go to REPORTS>Audit Devices.
At the new window you can choose which report you want to generate and a destination e-mail address for that report. Just like in all the other reports generated by BeAnywhere, a link will be sent by e-mail. A similar screen to the Script deployment screen will pop-up. It is possible to choose one or multiple computers inside each group. After selecting the computers to audit you will only need to click the AUDIT button.
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Addendum
ADDENDUM
SHORTCUTS
GLOBAL Viewer Ctrl+BkSp - Restart and Shutdown the remote computer Ctrl+Space - Disconnect the Session Ctrl+Shift+F5 - Force the Refresh of the remote image Ctrl+Shift+1 - Image scale 100% Ctrl+Shift+2 - Image scale 90% Ctrl+Shift+W - Image downscale to the BASE viewer Window Ctrl+Shift+D - Low Color Console MY COMPUTERS TAB Ctrl+N - New Computer Group Ctrl+D - Delete Computer/Group F2 - Rename Computer/Group Ctrl+M - Move Computer/Group F5 - Refresh REMOTE DESKTOP Ctrl+Shift+M - Medium Color Ctrl+Shift+H - High Color Ctrl+Shift+T - Show Remote Cursor Ctrl+Shift+V - View Only Ctrl+Shift+F - Full Screen Ctrl+Shift+Del - Send Ctrl+Shift+Del Ctrl+Shift+B - Block Remote Keyboard and Mouse Ctrl+Shift+N - Blank Screen Ctrl+Shift+K - Lock Remote Operating System Ctrl+Shift+L - Laser Pointer Ctrl+Shift+R - Start/Stop Recording Video Ctrl+Shift+P - Take Screenshot Ctrl+A - Select all Ctrl+O - Open F5 - Refresh FILE TRANSFER BkSp - Up One Level Ctrl+N - New Folder Del - Delete F2 - Rename Ctrl+M - Move To Shift+Ctrl+A - Set Attributes Ctrl+U - Upload Selected
IMPORTANT:
When using the Remote Desktop tab, make sure the mouse is outside the remote desktop area for the shortcuts to work locally and not be passed through the remote computer. The other option is to click the Scroll Lock key: this way, the shortcuts will always be executed locally, regardless of the mouse position.
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THANK YOU!
Dont hesitate to contact us if you didnt find the answer you were looking for.
+1 650 353 3227 contact.base@beanywhere.com
109
INDEX
Agent, 6 Applet, 6 BASE audio codec, 24 Bindings , 56 Chat popup, 23 Console, 6 Direct Connect, 56 Force Logout, 89 Image downscale, 29
Technicians KickOut, 72 Traffic light system, 32 Troubleshoot Report, 21 TS Session, 30 UDP 43210, 55 Webchat, 70
VIDEO TUTORIALS IN THE WEB

1. Alerts 2. Calling Cards 3. Chat and VoIP 4. File transfer 5. How To Start New Sessions 6. Manage Technicians and Departments 7. Overview 8. Port forwarding 9. Profile 10. Remote Desktop 11. Reports 12. Scripts 13. Support Tickets 14. Surveys 15. System Info 16. System Shell 17. Unattended Remote Support
21 Laser Pointer, 30 Local Port, 35 Local shortcuts, 29

Java console, Network Status link, 14 PIN code, 6 Portal, 6 Remote Host, 35 Remote Port, 35 Schedules, 86 Session Context, 27 Silent Deployment, 40 Start APIs, 69
55 TCP 443, 55
TCP 8082,
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Get Live From the CloudTMs
BeAnywhere Europe Rua Professor Henrique de Barros, 4 Edifcio Sagres, 4 C 2685-338 Prior Velho Sacavm, Portugal Contact: base@beanywhere.com Phone: +351 210 441 550
BeAnywhere North America 5811 Cooney Road, Suite 305, South Tower Richmond, British Columbia V6X 3M1 Canada 111
+1 650 353 3227

2012 BeAnywhere. All rights reserved. 2013 BeAnywhere.com. All rights reserved
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BeAnywhere Support Express

CHAPTER II | INSTALLING BEANYWHERE SUPPORT EXPRESS Definitions

File Transfer System Info

With a client With colleagues

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Reports Billing HELP

Set up the computer in wich the proxy is installed

View installed proxies Setting the BASE Agent or Applet

85 86 87 87 88 89 90 91 92 93 94 94 95 95 95 95 96 97 98 98 103 103 104 106 107 108

E-mail templates Applet Setup Agent Setup Integration Management Technicians

Auditing devices ADDENDUM Shortcuts

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With BeAnywhere technology youll be empowered to...

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Installing BeAnywhere Support Express

Installing BeAnywhere Support Express

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BeAnywhere Support Express Components

BeAnywhere Support Express Components

hese are the main elements of a BeAnywhere Support Express session:

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BeAnywhere Support Express Components

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BeAnywhere Support Express Components

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BeAnywhere Support Express Components

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Chapter Chapter IV4

Login and Start

Login and Start

CONSOLES START SCREEN

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Login and Start

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Step 1: Generate a PIN Code

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Site Integration: Take advantage of a Get Support button integrated within

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Chapter Chapter VI4 6 5

Providing Assistance to Your Clients

Providing Assistance to Your Clients

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Providing Assistance to Your Clients

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Providing Assistance to Your Clients

a) With a client, in the context of a remote session

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Providing Assistance to Your Clients

Making calls to clients

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Providing Assistance to Your Clients

Check our video tutorial about Chat and VoIP.

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Providing Assistance to Your Clients

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Providing Assistance to Your Client

Footer menu bar:

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Providing Assistance to Your Client

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Providing Assistance to Your Client

Footer menu bar: