Phased rollout This documentation supports the 21.05 and consecutive patch versions of Live Chat.To view the documentation for the previous version, select 21.02 from the Product version menu.

Requesting for remote access to the end users' devices

When Live Chat is integrated with BMC Client Management (BCM), support agents can remotely access the desktop of end users through a web browser.

For more information, see Remotely-access-a-desktop-to-solve-issues-during-a-chat.

Before you begin

Make sure that the administrator has configured the following settings in BCM:

Setting

Description

BCM Master Server URL

Make sure you have installed BCM version 21.02 and configured the BCM Master Server URL.

BCM Console URL

Make sure you have installed BCM version 20.08 or later and configured the BCM Console URL.

BMC Helix Single Sign-On (Remedy SSO)

Enabled for BMC Client Management (BCM) and Live Chat. BCM and Live Chat is on the same Remedy SSO server.

Access-Control-Allow-Origin option

Added the Self Service Portal URL in the Access Control Allow origin field in the HTTP Protocol Handler Module, as shown in the following image:

HTTP Protocol Handler Module

BCM protocol handler.png


For more information, see Setting the HTTP Protocol Handler module parameters.

(If you do not want to ask for end user's consent to remote control the desktop)

Acknowledgement Pop-up

Set the value to Not Required if you do not want to ask the end user's consent to remote control the device.

Important: If the value is set to Required and the end user denies consent to allow remote control, as an agent, you see a message on the BCM screen that the end user has denied permission.

(If you want to record a desktop-sharing session automatically)

Automatic recording

Enabled automatic recording. If it is not enabled, as an agent, you must manually start the recording. You can then post it to the chat or add it in the ticket.

For more information, see Configuring the remote control recording parameters. 

To remotely access a desktop when BCM agent is installed

Important

  • If BMC Helix Single Sign-On (Remedy SSO) is configured, the authentication to BCM server is performed by using Remedy SSO. If Remedy SSO is not configured, the agent is directed to the login screen for BCM console. 
  • Make sure that the BCM username is the same as the Remedy SSO login ID. If the BCM user name is different, BCM will fail to connect to the desktop.
  1. From your application home page, click Live Chat.
  2. Accept a chat session, by clicking one of the following options:
    1. Queue—A new chat session initiated by a user.
    2. Transferred—A chat session transferred by another agent.
  3. Click Accept. 
    You can view your accepted chats on the My chats tab. 
  4. To access the BMC Client Management web console, from the Chat Actions list, click Request Control.
    You are directed to the BMC Client Management web console.

  5. Perform the following steps based on the number of devices installed to enable a remote-control session.

    Option

    Action

    Example

    Only one BCM device is installed

    You can access the end user's desktop, manage the remote session.

    The connection to the end user's desktop is established as soon as the agent clicks Request Control.

    Multiple BCM devices are installed

    To establish a remote session, click 2102_bcm play icon.pngto select the desktop that you want to access.

    2102_multiple devices.png

To remotely access a desktop when BCM agent is not installed

  1. From your application home page, click Live Chat.
  2. Accept a chat session, by clicking one of the following options:
    • Queue—A new chat session initiated by a user.
    • Transferred—A chat session transferred by another agent.

  3. Click Accept. 
    You can view your accepted chats on the My chats tab. 

    Important

    If the Agent Auto Accept option is enabled, Live Chat automatically assigns chats to the agents. Learn more how automatic assignment of incoming chats.

  4. To access the BMC Client Management web console, from Chat Actions, click Request Control. 
    You are directed to the BMC Client Management web console.
  5. Click On Request 2102_Remote Control tab.png tab.
  6. In the Generate Session section, select the operating system of the end user's device.
    The Remote Control on Request UI displays packages for Windows (32 bit and 6 bit) and MacOS operating system. 
  7. From the Package list, select the rollout package, and click Generate.
    2102_Generate session.png

  8. In the Session Details dialog box, enter the following details:

    Field

    Description

    Example

    Session Name

     Enter a session name.

    2102_Session sharing.png

    Session Sharing 

     Select one of the following options:

    • Download portal URL and authentication token: Use this option to provide the portal URL to the end user via email and the authentication token separately via phone. The end user can connect to the portal and enter the authentication key. The package download is launched immediately. After the package is downloaded, the end user can execute it.
    • URL of the Remote Control package: Use this option to provide the full package URL and the end user does not need to go to the download portal.
  9. Based on your preference, select one of the following options to share the URL with the end user.
    • To send the URL via email, and the authentication token via phone. click 2102_Email URL.png.
    • To copy and send the URL to the end user through chat, click 2102_Copy URL.png.

The user uses the URL to download the package and start the remote sharing.  

Related topics

Interacting-with-chat-users

 

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