Avatel Technologies

TeamViewer 10

Quick Support

EditorEditorEditorEditor DateDateDateDate VersionVersionVersionVersion ModificationsModificationsModificationsModifications

Jeff Chancey 6/25/2015 1.01 Created

Page | 1

TeamViewer 10 – Quick Support

TeamViewer 10

Using Avatel Quick Support For customers needing remote support, guide them to Avatel’s Technical Portal, http://avatech.us. The customer will

then need to click the Remote Support button located on the right side of the website under Quick Links.

After clicking the Remote Support button, the user will be prompted to download or run the software depending on

what browser they are using: Internet Explorer, Google Chrome, Firefox, etc… Examples are below for each browser with

notes specific to each.

- Internet Explorer still gives you the option for Save As. By saving this Avatel Quick Support program to the desktop,

the customer can simply double-click the icon to access remote support instead of having to go to the website every

time.

Page | 2

TeamViewer 10 – Quick Support

- Google Chrome automatically saves the file in the users Downloads folder. You are able to run Avatel Quick Support

by clicking the download located at the bottom left corner of Chrome. Please locate the Avatel Quick Support icon

that downloaded to the Downloads folder and move this icon to the Desktop for ease of use for the customer.

- Mozilla Firefox reacts the same as Chrome by automatically saving the download to the Downloads folder. When

the file has completed downloading it can be found by clicking the down arrow in the top right hand corner or

locate the Avatel Quick Support icon in the users Downloads folder and move this icon to the Desktop. Customers

then double-click the icon on the desktop to immediately open the remote software.

Page | 3

TeamViewer 10 – Quick Support

Using Avatel Quick Support Once the customer has the software downloaded and runs the Avatel Quick Support, they will see a window appear that

has the ID used for remote access. The password is listed as 4 asterisks, ****. Avatel Engineers should know the default

password. If not please contact your manager.

Obtain the ID from the customer and login to the computer. If the icon for Avatel Quick Support has not yet been moved

to the desktop, do so now. It would be best to record this ID in the Engineering Notes section of CRM. After a customer

opens Avatel Quick Support for the first time, it will keep the same ID for the life of that computer.

After the remote session is completed and the window above is closed, next time the customer needs remote support,

the customer can access Avatel Quick Support from the icon that was moved to their desktop.

***Continue reading next page for adding a Quick Support user to our Avatel group.***

Page | 4

TeamViewer 10 – Quick Support

Adding an Avatel Quick Support User to the Avatel Group

Using the Quick Support can be a one-time use where you request the ID each time the customer opens the remote

software or reference the Engineering Notes in CRM to obtain the ID. Another way to add the computer to Avatel’s

TeamViewer account is to manually add a computer to the Avatel group of computers that are listed in the TeamViewer

application. Computers and servers that use the Unattended Host Remote Support are automatically added to the

Avatel group after the install, Quick Support users are not.

To add a computer manually to the Avatel group, click the Add button on the TeamViewer application and select Add

remote computer.

Once the customer has been added they will either show as Online or Offline. The customer will be online once they

open the Avatel Quick Support icon via their desktop. Once the Avatel Quick Support is closed, the computer then goes

offline.

VS

After selecting Add remote computer, another window will appear

requesting details about the computer: TeamViewer ID, Password,

Alias, Group, and Description. You must enter the TeamViewer ID, the

password will be the default password used for QuickSupport, the Alias

will be the full company name, and the Group should be preselected

using Avatel. Description is not mandatory but if there are special

instructions, enter them here. Select OK to add the computer.