Aranda
Virtual Support
Support in real time and in a virtual way the solution of incidents
or problems recorded at the service desk
Build greater confidence by providing support, technical support and concrete solutions to the needs of your customers in real time and from anywhere in the world without the need for unnecessary travel, remote control of multiple workstations (Windows, Linux or Mac ) Regardless of the type of connection or network you are on.
With Aranda Virtual Support take remote control and transfer files to multiple workstations regardless of the location of the computer to be controlled, supporting in virtual way the solution of incidents or problems recorded on the service desk.
Special features
- Remote support in the shortest time and from anywhere.
- Security in the support sessions thanks to the encrypted handling of the information.
- Historical log and audit of remote sessions.
- Tool oriented to solve problems and incidents quickly: remote control, chat and file transfer.
- Easy and quick solution to install on your existing infrastructure.
- Downloading and installing the software on remote clients, as well as uninstalling it automatically after the session ends, so that support technicians do not need to give assistance or maintenance to any existing software.
Remote Control: Establish a remote control communication between your service desk and one or multiple user stations (Windows, Linux or MAC) located outside the local network, through contact mechanisms such as chat with specialist, search agents in Line, remote control and file transfer. Each remote connection is associated with a virtual support agent installed in the user station; If you do not have a connected agent you can install it remotely.
Summary of Sessions and Audit: After a remote control session you can access a record of the support session and store this information to have an immediate query resource for solving the customer’s concerns.
In the same way, perform audit tasks on the control of the activities carried out by support, through a sequence of images that are recorded as a reflection of the tasks performed by the specialist and the user during a remote control session.
Transfer of Sessions: The remote control session performed on the agent installed in a station, can be entrusted to another specialist to continue the process of support and response to the request.
Transfer Files: Specialists can transfer information between console and workstations; This allows you to send and bring files individually by defining a transfer path.
View Inventories: View and export the list of inventories generated during the remote session of the workstations.
Web Access: Through the web console the administrator can perform administration tasks of the Gateway, as well as create service providers or companies with licensed services.
Profiles: Generate actions aimed at managing the solution, creating users as administrators, suppliers and companies, enabling these roles to execute tasks.
Licensing Management: Manage user sessions (agents and consoles) and the workstation remote support service, by registering and consulting master licenses and sublicenses associated with each company or provider.
Secure Connections: Connection and remote support is done safely and unimpeded from routers, firewalls, proxies or NATs.
The following are the minimum hardware and software requirements for AVS installation, however, these features may be higher than those indicated.
Virtual Support Client
| Procesador | Pentium 3 de 500 MHz | |
| Memory | 128 MB | |
| Operating System | Windows XP SP4 (or a similar or higher operating system with the latest Service Pack) | |
| Free space on DD | 24 MB | |
| Installed Software | .Net Framework 3.0 or higher |
Agent
| Procesador | Pentium 3 de 500 MHz | |
| Memory | 128 MB | |
| Operating System | ⋅ Windows XP SP2 (or a similar or higher operating system with the latest Service Pack) ⋅ Linux GLIB 2.3.6 or higher ⋅ Mac OS Tiger or higher |
|
| Free space on DD | ⋅ Windows: 1.2 Mb ⋅ Linux: 6 Mb ⋅ Mac: 9 Mb |
|
| Installed Software | Operating system libraries |
Virtual Support Cliente
Aranda AVS Gateway
| Procesador | Pentium 3 de 500 MHz | |
| Memory | 512 MB | |
| Operating System | Windows XP SP4 (or a similar or higher operating system with the latest Service Pack) A server type OS is recommended | |
| Free space on DD | 5 Mb | |
| Installed Software | .Net Framework 3.0 or higher |
Aranda AVS Web Admin
| Procesador | Pentium 3 de 500 MHz | |
| Memory | 512 MB | |
| Operating System | Windows XP SP4 (or a similar or higher operating system with the latest Service Pack) A server type OS is recommended | |
| Free space on DD | 5 Mb | |
| Installed Software | .Net Framework 3.0 or higher |