mobile care everywhere remote care user guide

MOBILE CARE EVERYWHERE

Property of CommuniTake™ | CONFIDENTIAL | 2009-2015

REMOTE CARE USER GUIDE


If the CommuniTake client is not installed - the box “Send SMS with link” will be checked automatically. If the client is already installed - the “Remotely wake up device” box will be automatically checked.

Enter the device number (MSISDN). Once

entered, the system will identify if this is a first time connection to this device.

System’s agent desktop requirements: - An updated Java software should be installed on the computer. - The device holder must have an Internet access or Wi-Fi connection.


REMOTE CARE CONNECTIVITY

Click on “Enter”. The system initiates a connection to the device.

An SMS will be sent to the device with a link to install the client. The device holder should open it and install the client.

The device holder might be asked

to enter a PIN code. This PIN code appears on the “Connect to device” pop-up.

Activate the application and enter your user name and password.



REMOTE CARE - AGENT DESKTOP

Chat

Enables textual Chat session between the system user and the device holder.

Files

Presents the on-device data folders and files.

Device diagnostics

Presents device diagnostics of hardware, software and connectivity.

Solution shortcuts

Presents automated macros which generate navigation / installation toward configuration / settings.

Applications

Presents and manages on-device installed / running applications.

Session history

Presents support sessions’ history for the device and the system user.

Complete operational replica

You can click, select, operate the device replica as if you are holding the device in your hands.


Activates touch screen functionality

Free style drawing on-device screen in real time

Ellipse drawing on-device screen in real time

Arrow drawing on-device screen in real time

Clears all drawings from both the agent's and the device's screen

Enlarges part of the UI real estate. Press again to return to original size.

Simulates normal keystroke

Simulates long keystroke

Simulates simultaneous keystroke of multiple keys

Activates 'back' action

Activates navigation to the 'Home' screen

Turns the phone replica to be a floating replica over other applications or web sites

Disconnects the session


“HOW DO I” GRAPHICAL GUIDANCE

Activates navigation to the 'Menu' screen

Pauses the remote access session

Automatically reconnects the remote session after a device restart

Saves the replica screen capture on the system user computer

Records the session

Presents administrative features and performance insights

Opens web browser

Sends text to the selected data field in the device

Balances the image quality of the replica and the replica’s refresh rate


Application management Allows bringing the running application to the screen's foreground or stopping it from running.

Application management Allows activating installed application which do not currently run.

Files management Allows diverse activities on the device‘s files including upload, download, delete, copy and refresh. The system will request permission access from the device holder prior to any activity on the device’s files .

Device diagnostics Provides device diagnostics regarding device hardware, device software and device connectivity.


REMOTE MANAGEMENT OF APPS & FILES



AUTOMATED RESOLUTION SCRIPTS

Solution shortcuts Allows quick automated navigation to device applications and tools. Select a resolution script shortcut icon to activate the flow.


“General Configuration” Key in your profile name and unique profile identifier.

Key-in the required profile fields. More than one configuration can be sent in one profile setting.

Enter the target iPhone’s number and press “send configuration”. A PIN code will be displayed on the screen. The device holder should open the SMS, follow the link in the message and enter the PIN code. The device holder should click on ‘install’.


IPHONE / IPAD CONFIGURATOR

The “iPhone configuration” tab in the target handset number entry screen allows you to create and send configuration profiles to an iPhone / iPad from afar. This operations does not require an on-device client.

Select the ‘+’ icon to add a new configuration.



In the field “Enter customer number”, enter an email address aimed at the target PC. Once entered, the system will recognize an email address format and will automatically check the box "Send email with a link". Click ‘Enter’.

The PC user should open the email with the connection request.

The PC user should click the link in the connection request. There is a unique pin code attached to the connection request in the email. An exe. file will be downloaded to the device.

REMOTE PC ACCESS

The CommuniTake platform supports remote access to both Windows and OSX devices.

Once downloaded, clicking on the exe. file will prompt the PC user with a request to enter the pin code. The user will be asked to approve the access.



Once the remote access connection to the PC is established, you can fully operate it from afar. Enlarge the replica view to a full screen view by pressing the “Magnify” button.

Slide over the top of the screen and click on the “Magnify” button again to reduce the replica view to its original size.

REMOTE PC ACCESS

GOOD LUCK!

The entire process should be repeated every time a remote access is required for the PC.

mobile care everywhere remote care user guide

Documents