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MS_T1_UsingLogMeInRescue_SS

VIEWS: 1 PAGES: 22

									                                                                                       MAIS Interactive Shadow Tool
                                                                                             Using LogMeIn Rescue
                                                                                            Step-By-Step Procedure



                                             Using LogMeIn Rescue

  Technician PC Requirements
      Microsoft Windows 2000, XP, Vista, or Server 2003 (including 64 bit versions of each).
      A working Internet connection (minimum recommended speed 128Kbits/sec, or ISDN or faster, if performing
      remote control or remote viewing).
      Internet Explorer 5.5 or later, with support for 128-bit or 256-bit encryption. Mozilla-based browsers that are
      compatible include Firefox 1.5 or later, and Mozilla 1.7 or later.

  Customer Device Requirements
      Windows Vista, XP & Server 2003 (including 64 bit versions of each); Windows 98, ME & 2000.
      Apple Macintosh OS X 10.4 (Tiger) & 10.5 (Leopard).
      Optimal performance over broadband Internet connection (T1, cable modem, ISDN, or DSL); 28K dial-up
      supported.

Login Page
                                                                   1. In your browser window, navigate to
  1                                                                   http://www.logmeinrescue.com.
                                                                   Note: Your browser redirects to a secure login
                                                                         window.
                                                                   2. Type your email and the password you
                                            2                         selected when you established your LogMeIn
                                                                      Rescue account.
                                                 3
                                                                   Note: Your email must be entered as:
                                                                         <uniqname>@umich.edu
                                                                   3. Click Log Me In.




Technician Console
                                                                   4. The LogMeIn Rescue Technician Console
  4                                                                   launches in your browser window.
                                                                   5. An inactive Session tab appears in your Tech
                                                                      Console Workspace.

                  5




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MAIS                                                                        MAIS Interactive Shadow Tool
                                                                                  Using LogMeIn Rescue
                                                                                 Step-By-Step Procedure


Wolverine Access Gateway
                                                         6. Direct the customer to do the following:
  6                                                          •   Go to Wolverine Access Gateway at
                                                                 https://wolverineaccess.umich.edu.
                                                             •   Click University Business.
                                                             •   Click MAIS Interactive Shadow Tool.




MAIS Interactive Shadow Tool Activation Form
                                                         7. Confirm with the customer that the MAIS
  7
                                                            Interactive Shadow Tool Activation
                                                            Process and Form appears in their browser
                                                            window.




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MAIS                                                                     MAIS Interactive Shadow Tool
                                                                               Using LogMeIn Rescue
                                                                              Step-By-Step Procedure


Initiate New Remote Support Session
                                                     8. In your Session Controls, click New
                                                        Session.
         8




Session Details Prompt
                                                     9. In Enter the Session details, type
                                                        information distinguishing this Session from
                                                        others.
                           9
                                                     Note: The text you enter in Name becomes the
                                                           label of your Session tab once it is active.
                                                     10. At Choose a connection method, click PIN
                                                         Code.
                                                     Note: PIN Code is the required connection
                                                           method. Do not click Email a Direct
                                                           Connect Link.
                     10




PIN Code
                                                     11. Provide the customer with the six-digit PIN
        11                                               that is automatically generated.
                                                     12. Click Close.
                                                     Note: The PIN expires after 20 minutes. If the
                                                           Session is not established within 20
                                      12                   minutes, repeat Steps 8-12 to generate a
                                                           new PIN.




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MAIS                                                          MAIS Interactive Shadow Tool
                                                                    Using LogMeIn Rescue
                                                                   Step-By-Step Procedure


Customer PIN Code Entry
                                           13. Direct the customer to do the following:
                                               •   Enter the PIN and click Connect to
                                                   technician.
                                               •   Click Run (PC) or Continue (Mac) when
                                                   prompted to run the Support-LogMeIn
                                                   Rescue.exe file. The download should
                                13                 take 15 to 30 seconds.
                                               •   Click Run (PC) or Continue (Mac) when
                                                   prompted to run the LogMeIn Rescue
                                                   applet.
                                           Note: The LogMeIn Rescue applet is temporary
                                                 for the current shadow Session only. No
                                                 application is permanently installed on the
                                                 customer’s computer.


Customer Chat Window
                                           14. Confirm with the customer that a chat window
                                               is open on their desktop.
                   14




Queue Manager
                                           15. In your Technician Console, the new
                                               Session appears in your Queue Manager.
                                           16. When Status changes from Connecting to
                           16                  Waiting, click Start.
         15




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MAIS                                                                    MAIS Interactive Shadow Tool
                                                                              Using LogMeIn Rescue
                                                                             Step-By-Step Procedure


Chat and Launch Desktop Viewing Session
                                                    17. Chat activates. In the chat text field, type
                                                        your comments. Press Enter on your
                                                        keyboard, or click the Return          icon to
                                                        send your comments to the customer.
                                                    18. In the Session’s Customer Desktop tab,
                                                        click Launch Desktop Viewing Session.

                           18




       17




Request to Remote View
                                                    19. Direct the customer to click OK when
                                                        prompted to allow you to view their desktop.
                                                    Note: Customers on Microsoft Windows
                                                          operating systems may receive a Windows
                                                          Security Alert indicating some program
                                                          features are being blocked by Windows
                   19                                     Firewall. The block does not obstruct the
                                                          Help Desk’s ability to support the
                                                          customers. The customer does not need to
                                                          change any firewall settings. Instruct them
                                                          to click OK to clear the alert.


Remote View in Tech Console Workspace
                                                    20. A remote view of the customer’s desktop
                                                        appears in your Tech Console Workspace.
                                                    Note:
                                                        •   Inform the customer that you can see
                                                            their entire desktop while providing
                                          21
                                                            remote support. Advise them to close or
                                                            minimize any sensitive data.

                                20
                                                        •   You will never have remote control
                                                            access of the customer’s computer. This
                                                            feature of LogMeIn Rescue is disabled.
                                                    21. You can disconnect the remote view at any
                                                        time without ending the Session. Click the
                                                        End       icon to clear the Tech Console
                                                        Workspace. Chat remains active.

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MAIS                                                                   MAIS Interactive Shadow Tool
                                                                             Using LogMeIn Rescue
                                                                            Step-By-Step Procedure


                                                    Note: You cannot, however, end Chat and
                                                          continue to remote view the customer’s
                                                          desktop. Ending Chat terminates the entire
                                                          Session.
Customer Disconnect Prompt
                                                    22. After you have assisted the customer and
                                                        they are ready to end the Session, direct
                                                        them to click Disconnect in their chat
                                                        window.
                                                    23. Instruct the customer to click Yes when
                                                        prompted to confirm.
                                                    Note: This action disconnects both chat and
                                                          remote view if both are activated. The full
                                                          Session ends..




               23




                                     22




End Remote Support Session
                                                    24. The Queue Manager Status changes to
                                                        Closed.
                                                    25. Click End in Session Controls to delete the
                                25                      Session from your queue.

                           24




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MAIS                                                      MAIS Interactive Shadow Tool
                                                                Using LogMeIn Rescue
                                                               Step-By-Step Procedure


Exit LogMeIn Rescue
                                     26. To exit LogMeIn Rescue, click Options.
                                     27. Click Log Out.
                                     Note: Remain logged in to LogMeIn Rescue
            26                             throughout your entire shift. Always
                                           completely exit the application at the end
                                           of your shift.




              27




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MAIS                                                                           MAIS Interactive Shadow Tool
                                                                                     Using LogMeIn Rescue
                                                                                    Step-By-Step Procedure




                                           Functions and Tools


Full Screen Mode
Switch to Full Screen
                                                            1. In your Tech Console Workspace toolbar,
                                                               click Full Screen.




       1




Remote Desktop View in Full Screen Mode
                                                            2. The remote desktop view maximizes. The
            2                                                  toolbar and chat text field appear at the top of
                                                               the screen.
                                                            Note: In Full Screen Mode, you are able to view
                                                                  the customer’s chat responses only if their
                                                                  chat window is in view. If they minimize
                                                                  their chat window or send it behind other
                                                                  windows, you can to see only your chat
                                                                  text field at the top of your screen.




Chat Text Field and Toolbar in Full Screen Mode

    3                                                       3. Click the Pushpin         icon to pin and
                                                               unpin the toolbar and chat text field to the
                                                               desktop as desired. Click Full Screen again
                                                               to return to normal view.




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MAIS                                                                    MAIS Interactive Shadow Tool
                                                                              Using LogMeIn Rescue
                                                                             Step-By-Step Procedure


Draw
Enable Whiteboard
                                                     1. In your Tech Console Workspace, click
                                                        Whiteboard. Click Whiteboard On.




                               1




Use Marker
                                                     2. Draw in the Tech Console Workspace using
                                                         the marker      tool
                                                     3. Click on Erase Drawings to clear your
                                                        marks.
                                                     Note: Customers (PC only) can erase drawings
                                                           by moving their mouse over the marks that
                                                           appear on their screen.
                                       4
                                                     4. To turn off the tool, click Whiteboard. Click
                                   3                    Whiteboard Off.




                           2




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MAIS                                                              MAIS Interactive Shadow Tool
                                                                        Using LogMeIn Rescue
                                                                       Step-By-Step Procedure


Point
Enable Laser Pointer
                                              1. In your Tech Console Workspace, click
                                                 Laser Pointer. Click Laser Pointer On.




                           1




Use Laser Pointer
                                              2. Draw in the Tech Console Workspace using
                                                  the pointer      tool.
                                              3. To turn off the tool, click, click Laser Pointer.
                                                 Click Laser Pointer Off.


                               3




                     2




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MAIS                                                                          MAIS Interactive Shadow Tool
                                                                                    Using LogMeIn Rescue
                                                                                   Step-By-Step Procedure


URL Push
Technician Console Chat
                                                         1. Type a URL in the chat text field. Click the
                                                             URL      icon.




           1



Remote Desktop View of URL Push to Customer
                                                         2. The URL launches in a new browser window
                                                            on the customer’s desktop.




                               2




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MAIS                                                              MAIS Interactive Shadow Tool
                                                                        Using LogMeIn Rescue
                                                                       Step-By-Step Procedure


File Transfer
                                               Option 1: Chat
Technician Console Chat

                                               1. Click the Send File        icon.




                            1




Technician File Directory
                                               2. Your file directory window appears.
                                                  Depending on your personal mouse settings,
                                                  locate and double-click the file to send to the
                                                  customer or highlight the file name and click
                                2                 Open.




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MAIS                                                                 MAIS Interactive Shadow Tool
                                                                           Using LogMeIn Rescue
                                                                          Step-By-Step Procedure


Customer File Transfer Window
                                                  3. A file transfer window opens on the
                                                     customer’s screen. The incoming file name is
                                                     displayed.
                                                  4. Instruct the customer to save the file where
                                                     desired in their directory.
                                                  Note: You can send files to customers, but you
                                                        cannot receive files from customers. The
                                                        LogMeIn Rescue incoming file transfer
                                                        feature is disabled.




                    3              4




                                                  Option 2: Full Screen Mode
Full Screen Mode File Transfer
                                                  1. In Full Screen Mode, click Send File. Follow
                           1                         Option 1, Steps 2-4 above to complete the
                                                     transfer.

                                                  Option 3: File Manager
File Manager Tab
                                                  1. In the Customer Desktop tab, click the File
                                                     Manager tab.
                                                  2. Click Launch File Manager Session. Direct
                                                     the Customer to click OK when prompted to
                                                     allow you to work with their file management
                                                     system.




                               1

                2




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MAIS                                                                         MAIS Interactive Shadow Tool
                                                                                   Using LogMeIn Rescue
                                                                                  Step-By-Step Procedure


File Manager Transfer Screen
                                                         3. The file manager transfer screen will appear
                                                            in your Tech Console Workspace. In your
                                                            local directory, locate the file to be
                                                            transferred.
                                                         4. In the customer’s remote directory, open the
                                                            folder where customer wants the file
                                                            transferred. Drag the file from the local
                                                            directory to the customer’s remote directory.
                                                            Click Yes when prompted to copy the
                   3                      4                 selected file. The copied file appears in the
                                                            customer’s remote directory.
                                                         Note: The customer is not prompted to accept
                                                               the file. The file is automatically copied,
                                                               and the customer has full access.




Running Concurrent Sessions
Multiple Sessions in Technician Console
                                                         1. Initiate each New Session following the
                                                            procedures above in Using LogMeIn Rescue.
                                                         2. Each Session appears in your Queue
                       1
                                                            Manager, has a Chat, and displays a
                                                            Session in your Technician Console.
                                                         Note: Click on any of the elements noted to
                           2
                                                               toggle between Sessions.




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MAIS                                                        MAIS Interactive Shadow Tool
                                                                  Using LogMeIn Rescue
                                                                 Step-By-Step Procedure


Session Hold
Technician Console
                                          1. In the Session Controls of the Session to be
                                             put on hold, click Hold.
                           1




Customer on Hold
                                          2. Queue Manager Status changes to On Hold.
                                             The remote view of the customer’s screen is
                                             temporarily disabled.
                      2




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MAIS                                                        MAIS Interactive Shadow Tool
                                                                  Using LogMeIn Rescue
                                                                 Step-By-Step Procedure


Retrieve Customer
                                         3. Click Start to retrieve the customer.


                  3




Re-establish Remote View
                                         4. Status returns to Active.
                                         5. Click Launch Desktop Viewing Session to
                                            re-establish the remote view of the
                      4                     customer’s screen.


                          5




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MAIS                                                                 MAIS Interactive Shadow Tool
                                                                           Using LogMeIn Rescue
                                                                          Step-By-Step Procedure


Session Transfer
Technician Console
                                                  1. In the Session Controls of the Session to be
                                                     transferred, click Transfer..

                           1




Transfer Session Prompt
                                                  2. A Transfer Session prompt appears.
                                   2
              3                                   3. In Enter comment (optional), type
                                                     comments as appropriate
                                                  4. Select the technician who is to receive the
                                                     transfer.
                                                  5. Click OK.




    4




                               5




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MAIS                                                         MAIS Interactive Shadow Tool
                                                                   Using LogMeIn Rescue
                                                                  Step-By-Step Procedure


Outgoing Transfer
                                          6. Queue Manager Status changes Outgoing.


                      6




Incoming Transfer
                                          7. When you are the receiving technician, a
                                             Session in Incoming status appears in your
                 8                           Queue Manager.
                           7              8. Click to select the Session. Click Start.




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MAIS                                                                    MAIS Interactive Shadow Tool
                                                                              Using LogMeIn Rescue
                                                                             Step-By-Step Procedure


Launch Desktop Viewing Session
                                                      9. Click Launch Desktop Viewing Session to
                                                         remote view the customer’s desktop.




                           9




Predefined Replies
Predefined Replies Tab
                                                      1. In Chat, click Edit Predefined Replies …
                                                      2. The Edit Predefined Replies tab appears in
                                                         your Tech Console Workspace beside your
                                                         Session tabs.
                                                      3. Click the Predefined Replies tab or the
                                                         Predefined URLs tab.
                                   2
                                                      4. Click Add New.
                                       4
                               3




              1




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MAIS                                                                        MAIS Interactive Shadow Tool
                                                                                  Using LogMeIn Rescue
                                                                                 Step-By-Step Procedure


Add Predefined Replies
                                                      5. In Name, type a title for your reply or URL.
                                                      6. In Content, type the associated reply or URL.
                                                      7. Click Save.
                                                      8. Click Close.
                                                      Note: You can leave open the Edit Predefined
                                                            Replies tab with your Session tabs and
                                                            toggle between them as needed.
                               5


                                       6

                       7

                           8




Edit Predefined Replies
                                                      9. To edit a predefined reply or URL:
                                                          •   Repeat Steps 1-3 above.
                                                          •   Click the desired reply or URL.
                                                          •   Click Edit.
                                                          •   Repeat Steps 5-8 above.


                                   9




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MAIS                                                      MAIS Interactive Shadow Tool
                                                                Using LogMeIn Rescue
                                                               Step-By-Step Procedure


Use Predefined Replies
                                      10. To use a predefined reply or URL, click its
                                          title in Predefined Replies… The reply or
                                          URL text is inserted in your chat text field.
                                      11. Press Enter on your keyboard or click the
                                          Return         icon to send your comments
                                          to the customer.




              11


         10



Change Password
Options Menu
                                      1. Click Options.
                                      2. Click Change Password…
              1

                  2




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MAIS                                                                             MAIS Interactive Shadow Tool
                                                                                       Using LogMeIn Rescue
                                                                                      Step-By-Step Procedure


Change Password Prompt
                                                              3. In Old Password, type your current
                                                                 password.
                                                              4. In New Password and Confirm New
                                                                 Password, type your new password.
                   3                                          Note: For reminder tips on how to create a
                                                                    particularly secure password, read
                                                                    “Password Strength.”
                   4
                                                              5. Click OK.
                                                              Note: The option to click OK becomes available
                                                                    only when your new password meets
                                                                    minimum, system-defined security criteria.


                            5




Change Password Confirmation
                                                              6. Click OK.




             6




  For further assistance using LogMeIn Rescue, contact the MAIS Help Desk at 734.976.7000.




  Last updated: 11/04/08                           22 of 22                                                v.01

								
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