Support Session Queuing Options
Require Closed Sessions on Logout or Quit
If you check Require Closed Sessions on Logout or Quit, then users will be unable to log out of the console if they currently have any session tabs open.
Session Fallback Rules
There are five rules for when a representative’s connection to a session is lost or terminated: (1) If the session is shared, it transfers to the representative who has been sharing the session the longest. If not shared, it transfers to (2) the last queue it was in, (3) the queue in which it entered, or (4) a designated fallback queue. This second set of rules can be turned on or off for normal sessions (attended), Jump sessions (unattended), or both. (5) Finally, if no representative is found, the session ends.
If the session is in a persistent queue, the above logic does not apply. You can enable persistent queues from the Configuration > Support Teams page.
Enable Rules 2, 3, and 4 for Normal Sessions and/or Jump Sessions
Turn on the middle three fallback rules for customer-initiated sessions and/or unattended sessions.
For more information, please see View Support Sessions in Queue.
Show Session Information in all Alert Dialog Boxes
When a session is assigned, the representative receives an alert. If Show Session Information is checked, all session assignment alerts display the support request information.
For more information, please see Accept a Session to Start Support.
Support Session Logging Options
Enable Screen Sharing / Show My Screen / Command Shell Recording
Choose if screen sharing sessions, Show My Screen sessions, and/or command shell sessions should be automatically recorded as videos.
Screen Sharing / Show My Screen / Command Shell Recording Resolution
Set the resolution at which to view session recording playback.
All recordings are saved in raw format; the resolution size affects playback only.
Enable Automatic Logging of System Information
Choose if system information should be automatically pulled from the remote system at the beginning of the session, to be available later in the session report details.
System Information Logging for Mobile Platforms
When supporting mobile platforms, choose Standard to pull a small set of data or Extended to pull all available information.
These site-wide settings may be overridden by public site settings and customer preference, as configured on the Public Portals > Customer Client page.
Presentation Logging Options
Enable Screen Sharing Recording
Choose if presentations should be automatically recorded as videos.
When you start a presentation and are waiting for attendees to join, the recording will not begin until the first attendee has joined the presentation. If no one joins the presentation, a session recording will not be created.
Screen Sharing Recording Resolution
Set the resolution at which to view presentation recording playback.
Peer to Peer Options
Disables Peer to Peer connections. To enable this feature, you must choose a server to negotiate the session. When screen sharing, file transfer, or remote shell is detected, the peer-to-peer connection is attempted. If successful, this creates a direct connection between the representative and the client systems, while still sending a second data stream to the appliance for auditing purposes. If for any reason a peer-to-peer connection cannot be established, the session traffic defaults to the appliance-meditated connection.
Use BeyondTrust Hosted Peer to Peer Server
This is the default setting. BeyondTrust clients attempt to reach a peer-to-peer connection through the server hosted by BeyondTrust. This requires that your BeyondTrust clients can make outbound UDP 3478 connection requests to stun.bomgar.com. This setting should work in most situations.
Use Appliance as Peer to Peer Server
If your organization requires specific security settings for traffic, you can use the appliance as a peer-to-peer server. This requires that your Secure Remote Access Appliance be able to accept inbound UDP 3478 connection requests by your BeyondTrust clients. You must ensure that any firewalls on the route between the clients and the Secure Remote Access Appliance allow UDP 3478 to pass.
For more information, please see Appliance Administration: Restrict Accounts, Networks, and Ports, Set Up Syslog, Enable Login Agreement, Reset Admin Account.
Invitation Email Options
Enable client-side emails for support and presentation invitations
When enabled, representatives can send support and presentation invitation emails from a local email client, such as Outlook. These emails are sent using the representative’s email account. The representative can view and modify the email, if desired.
Enable server-side emails for support invitations
If enabled, representatives can send support invitation emails from the Secure Remote Access Appliance rather than their local email client. A dialog prompts the representative to specify the email recipient. The representative cannot preview or modify the subject or body of the email. The email address from which server-side emails are sent can be customized per portal from the Public Portals > Customer Client page, or the address specified on the Management > Email Configuration page can be used.
For more information see Generate a Session Key to Start a Support Session at .
SMS Gateway URL
Enter a secure SMS gateway URL from your ISP or third-party gateway provider to give representatives the option to send support access keys via SMS text messages. Send support messages via SMS to a mobile device from within the representative console. SMS messages sent in this manner to other mobile devices will still receive a session link. The SMS communication is not logged in the appliance.