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HP Training Using HP Virtual Support Room HP Virtual Rooms Version 6.3
HP Training
Using HP Virtual Support Room
HP Virtual RoomsVersion 6.3
HP Training
Using HP Virtual Support Room
HP Virtual RoomsVersion 6.3
© Copyright 2006 Hewlett-Packard Development Company, L.P.
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Using HP Virtual Support RoomVersion 6.3December 2006
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Contents
Introduction Overview ....................................................................................................... 2 Audience........................................................................................................ 2
Getting Started with HP Virtual Support Room Overview ....................................................................................................... 3 Sign in using your account ............................................................................... 3 Downloading the HP Virtual Rooms Client Software ............................................. 5 Removing HP Virtual Support Room ................................................................... 6 Entering Your Room ......................................................................................... 6
Entering via your company’s customized portal .......................................... 8 Entering using the HP Virtual Rooms web page........................................... 8 Entering using the HP Virtual Room tray icon .............................................. 9
Inviting Someone to Enter Your Room ................................................................11 Using Your Company’s Customized Portal .................................................11 Using an Event via the HP Virtual Rooms Web Page ...................................11
Creating an Event...........................................................................11 Using Event Keys ............................................................................16
Using Quick Keys via the HP Virtual Rooms Tray Icon .................................16 Creating Quick Keys .......................................................................16 Using Quick Keys ...........................................................................17
Using HP Virtual Support Room Overview ..................................................................................................... 19 HP Virtual Support Room Layout ...................................................................... 19 Chat Area Features ........................................................................................ 20 Menus.......................................................................................................... 21 Right Menu on User’s Name ........................................................................... 23 Permission to Access a Desktop ....................................................................... 24 Using Sharing Feature.................................................................................... 24 Capturing an Image of an User’s Desktop ........................................................ 25 Sending a File to Person in the Room ............................................................... 26 Capturing remote system information................................................................ 27
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Introduction
Overview HP Virtual Rooms is a suite of online meeting, collaboration, training, and support products from HP Education Services consisting of HP Virtual Meeting Room, HP Virtual Training Room and HP Virtual Support Room.
HP Virtual Support Room is a remote desktop support tool. It allows service desk personnel to diagnose problems, transfer files, and resolve issues. It allows users to:
Instantly launch from your system tray for easy session starts or use web interface for room and event management
View and control your customer’s desktop and applications
Take a snapshot of application-sharing moment and save the results to your desktop
Collect, display and save system info to a file
Chat
Provide support with their customer’s confidence. All actions requested by the support engineer (taking desktop control, collecting system information, file transfer) must first be approved by the customer – via a popup permissions window, and are completed with secure transmissions.
Audience This guide is for support engineers using HP Virtual Support Room to solve their customers’ problems.
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Getting Started with HP Virtual Support Room
Overview HP Virtual Support Room is a lightweight, web-hosted meeting place for quick collaboration and troubleshooting between two or more people.
The program can be downloaded very quickly to user desktops. The size of the client software is less than 600K bytes.
The user whose system is being examined always retains the control needed to end the shared session.
Sign in using your account Most customers will set up their accounts using a hyperlink, usually provided in an e-mail. Here’s an example of how such an e-mail link might appear.
https://www.rooms.hp.com/autoadd.aspx?autokey=RWXXXYYYZZZ123
Clicking this link, users will be taken to a Sign in page. If the customer has an HP Virtual Rooms account, they may sign in. The new user can create an account by clicking Create an account profile.
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The account profile consists of information regarding account name, user name and password, preferred time zone, preferred room language and in-room display name. Fill out the following form:
After completing the Profile, a new user is taken to their Manage Rooms page on the web site. Their new default room shows up in the Rooms list. Use Enter Room to enter your new room.
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Downloading the HP Virtual Rooms Client Software Your first entry into your default room starts installation of the HP Virtual Support Room client software.
To enable the install, select Continue.
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Removing HP Virtual Support Room To remove HP Virtual Support Room:
1. Go to Start → Control Panel → Add or Remove Programs.
2. Highlight HP Virtual Support Rooms on the software list and select Remove.
Entering Your Room There are several ways to enter a HP Virtual Support Room. Depending on what type of access you have to your room, you can enter your room via
Your company’s customized portal
The HP Virtual Rooms web page - http://www.hp.com/go/rooms
The HP Virtual Rooms tray icon
All of the above methods allow you to enter a HP Virtual Support Room.
Every time you enter a HP Virtual Support room, you will be presented with the license agreement for use of the room.
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Select Continue to enter the room.
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Entering via your company’s customized portal If your company has developed a customized portal to enter a HP Virtual Support Room, please consult with your IT department on how to access HP Virtual Support Room using this portal.
Entering using the HP Virtual Rooms web page To enter a HP Virtual Support Room via the HP Virtual Rooms website, access the HP Virtual Rooms Website: http://www.hp.com/go/rooms.
http://www.hp.com/go/rooms
Click Manage your rooms and events in the left navigation area.
Enter your account name and password. If you are an HP employee, click Sign In and authenticate your account.
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HP Virtual Rooms page displays.
HP Virtual Rooms page
To enter your room, click the Enter Room button for the appropriate room. If you also use HP Virtual Meeting Room or HP Virtual Training Room, make sure that the HP Virtual Support Room license pool is selected.
Entering using the HP Virtual Room tray icon If you are also using HP Virtual Meeting Room or HP Virtual Training Room, one of the easiest ways of entering HP Virtual Support Room is via the HP Virtual Rooms tray icon which appears in your Windows System Tray. This tray icon is loaded when Windows starts.
Click this icon to get a drop down list of your available rooms. Each folder is labeled with the associated license pool, “LP”. If you have access to multiple license pools, they will show up as separate folders in this pop-up window.
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Virtual rooms tray icon: room list
This room list is automatically modified if you are given access to another user’s room. Those rooms will appear by license pool in the special “Team Rooms” folders.
The “Rooms” button the System Tray popup takes you to the “Manage Rooms” page on the HP Virtual Rooms web site where you can create, modify and delete rooms.
Newly created rooms might not immediately appear in the pop up list. Right click the tray icon and select the “Refresh Rooms” menu choice to get new rooms into this list.
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Inviting Someone to Enter Your Room There are several ways to invite another user into your HP Virtual Support Room. You can invite them by using:
Your company’s customized portal
An event via the HP Virtual Rooms web page
Quick keys via the HP Virtual Rooms tray icon
Using Your Company’s Customized Portal If your company has developed a customized portal to enter a HP Virtual Support Room, please consult with your IT department on how to invite a user to access an HP Virtual Support Room using this portal.
Using an Event via the HP Virtual Rooms Web Page You can create an event to invite a user into your HP Virtual Support. When you create an event, you specify a starting date and time, the duration of the event and the number of people that will be in the room. If the system can schedule this event, you will be given a presenter and participant key that you can give to your users to enter your room.
Creating an Event To create a scheduled event:
3. Sign into the HP Virtual Rooms Website.
4. Click Manage events in the left navigation area. The Manage events page displays.
Manage events page
5. Click Schedule a New Event
6. If you have more than one room available to schedule, select the room you want to schedule from the pull down list. If you only have one room, you will not see this page. Click Next.
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Schedule an event: choose a room
7. Fill in or select the event details
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•
•
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Event name: the name of your event
Event date and time: the starting date and time of your event
Duration: the time length of the event
Event size: the maximum number of participants in the event
Recurring events are for meetings that occur than once. To learn more about recurring events, please see the HP Virtual Rooms Event and Room Management Guide.
Schedule an event: event details
8. Click Next.
9. If the system cannot schedule the event due to any conflicts, such as it cannot meet the Event size requirements, then it will offer other times to schedule the event. You can either select a time that will work and click Use this schedule or you can alter the Event date and time field and Duration field and click Next.
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Schedule an event: fix your scheduling conflict
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10. If there is no scheduling conflict, then verify your scheduling information and click Next.
Figure 17: Schedule an event: confirm your event details
11. Your event is now scheduled. You can review the details of your event and now see the keys created for your event.
Schedule an event: successfully scheduled event
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12. If you are the Room Owner or Room Scheduler, you will receive an email message with the same details in it. The email message has an Outlook appointment attached to it with the details of the event. You can open and save this message into your calendar and use it to create an appointment for your event and invite your attendees with it.
Email message
! Important If you use the Outlook appointment attached to the email message in your Outlook calendar, the Outlook appointment is not programmatically linked to the HP Virtual Rooms event you just created. Any changes you make to the Outlook appointment or any changes you make to the HP Virtual Rooms event will not be updated and reflected in the other.
13. You can either Schedule Another Event or click Done to finish.
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Using Event Keys To attend an event in an HP Virtual Room, you must:
1. Access the HP Virtual Rooms Website: http://www.hp.com/go/rooms
http://www.hp.com/go/rooms
2. In the middle of the page, under the Attend an event header, enter your name in the Name field.
3. Enter event key you received in the Key field.
4. Select your preferred language from the pull down list.
5. Click Go.
6. An HP Virtual Support Room will now open and you can enter the room.
Using Quick Keys via the HP Virtual Rooms Tray Icon Quick Keys allow other users quick access into rooms that you own or use. Only Room Owners or Schedulers to the room may create Quick Keys. Users may enter the room with a Quick Key through the HP Virtual Rooms tray icon or through the HP Virtual Rooms web page.
Creating Quick Keys To create a quick key,
7. Click the HP Virtual Rooms tray icon.
8. Next, right mouse click the room for which you want to create a quick key.
9. Select either Quick Presenter Key or Quick Participant Key.
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Create Quick Key
10. The application will now give you the Quick Key. Write it down if you cannot immediately give the key to the user or copy and paste it into an instant messaging tool or electronic mail message and send it to the user. When it is used in a message, the URL with the quick key is pasted.
Using Quick Keys To use the Quick Key from the tray icon, you must
11. Click the HP Virtual Rooms tray icon
12. Enter the number given to you by another HP Virtual Rooms user.
13. Click Go. In a few seconds, the HP Virtual Rooms launches and you can start using the room.
Quick Key Entry
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To use the Quick Key from the Attend Event web page
14. Access the HP Virtual Rooms web site: http://www.hp.com/go/rooms.
15. Type your name in the Name field.
16. Enter the number given to you by another HP Virtual Rooms user in the key field.
17. Click Go. In a few seconds, HP Virtual Rooms opens and you can start using the room.
Figure x: http://www.hp.com/go/rooms
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Using HP Virtual Support Room
Overview HP Virtual Rooms is an ideal tool for sharing visual information and interacting over the Web. The HP Virtual Support Room is perfect for spontaneous collaboration. It is light, quick, and easy to use. By providing a secure, quick-to-launch environment that facilitates chatting, simultaneous viewing of remote desktops, and system information capture, the HP Virtual Support Room is a powerful tool for collaborative problem solving.
HP Virtual Support Room Layout Here is the basic layout of HP Virtual Support Room:
The Default configuration of the HP Virtual Support Room
The power of HP Virtual Support Room is in facilitating the sharing of information visually. You have the following options:
Seeing what another user sees on their system’s desktop and helping them correct a problem
Snapping a picture of a problem on their desktop.
Gathering configuration information from the remote system
Transferring files to another user
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The key functions in the HP Virtual Support Room can be initiated in two ways:
Using Menus
Right mouse clicking on a person’s name with whom you want to collaborate or troubleshoot.
Note If a user logs in as a participant, they only have the chat and transfer file features.
Chat Area Features Chat with other people in the room by entering your text in the white area at the bottom of the window and clicking the Send button.
You can perform basic editing functions on the text in the message history area or the submitting area by using a right mouse menu
Right Mouse Click in Chat Display
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Menus File menu allows you to exit HP Virtual Support Room or eject all users, except yourself, from the room.
Share menu allows you to request control of a user’s desktop or to stop the control of a user’s desktop.
Get menu allows you to gather a user’s system information or to take a picture of a user’s desktop.
Transfer menu allows you to transfer a file to a user’s system
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Help menu gives the about information of HP Virtual Support Room
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Right Menu on User’s Name The right menu on a user’s name allows you to request the sharing of their desktop, take a picture of their desktop, gather system information, transfer a file to their system and eject them from the room.
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Permission to Access a Desktop The power of the HP Virtual Support Room is in facilitating the sharing of information visually. You have the following options:
Seeing what another user sees on their system’s desktop and helping them correct a problem
Snapping a picture of a problem on their desktop.
Gathering configuration information from the remote system.
Before you can perform any of these functions, the other user must approve. A dialog box appears on the remote system’s screen each time one of these actions is initiated.
Using Sharing Feature Sharing a desktop allows you to see what actions a user is performing in order to collaborate or troubleshoot a problem that may be occurring on their system.
To view another user’s desktop or to share your own desktop:
18. Right click on a user’s name or your own name.
19. Select Share Desktop from the drop-down menu.
20. Wait for the user to accept the request.
21. When accepted, you will see an independent window with a dynamic view of the user’s desktop.
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User’s Desktop View in a Pop-up Window
A dialog box appears on the desktop being shared that lets the person at that desktop stop sharing the display at any time.
Capturing an Image of an User’s Desktop You can take a picture of a user’s desktop to show a history of what is occurring on the user’s system or to show to an expert in troubleshooting the problem.
To take a snapshot of a user’s desktop:
1. Right click on a user’s name and select Get Desktop Snapshot from the drop-down menu.
2. Wait for the user to accept the request.
3. When accepted, you will see an independent window with a still image of the user’s desktop.
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Another method of capturing still images from a remote desktop may be better for taking a series of snapshots. You get permission to view the remote desktop using the share option and subsequently use the Snapshot button within the remote desktop display window to capture images.
By default, the snapshot file is saved to your desktop. The snapshot opens on your desktop. When this view appears, it is in a scaled view. You can change the view to actual size by unselecting the menu View: Proportional. You can save this image to your system by selecting the menu File: Save.
Sending a File to Person in the Room Sending a file to another person in the room with troubleshooting information or other data is useful in collaborative or problem solving situations.
To transfer a file to a user:
1. Right click on a user’s name and select Send File from the drop-down menu.
2. Select the file from your desktop using your File Explorer utility.
3. Wait for the user to accept the request to send the file
4. When the request is accepted, the file will be transferred and the user will choose the directory in which to put it.
Users logged on as participants can transfer files.
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Capturing remote system information Capturing a user’s system information provides pertinent data for troubleshooting a problem that may be occurring on that user’s system.
To capture a user’s system information:
1. Right click on a user’s name and select Get System Information from the drop-down menu.
2. When the request for system information is accepted, you will see the remote systems information in a pop-up window on your display. The same window is displayed on the user’s system.
System information is given in groups—each represented by a tab in the window. The following images illustrate the type of information that is available.
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You can also capture or save this information to file. To save this information to file, use the menu File → Save.
The information will be saved in a text file and you will be prompted to provide a file name.
