Screen Sharing

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Overview

Screen Sharing in ServicePRO has a wide range of features for remote viewing sessions.

• Ability to switch participant of remoteASSIST for the presenter of the session.
• Ability to share keyboard and mouse controls.
• Ability to access one or more remote desktops
• Ability to initiate a file transfer from remoteASSIST.
• Ability to initiate a chat via remoteASSIST.
• Ability to remotely lock or unlock screen via CTRL+ALT+DELETE command.
• Ability to remotely launch a reboot of a machine and reconnect once rebooted.
• Screen Sharing is currently not supported for Mac OSes.*

Requirements

The following is required for screen sharing:

• TCP port 5900 (or another port specified during installation) on the server hosting the Screen Sharing service must be open.
• The User joining a Screen Sharing session must be able to access the End-User Web Portal.

Downloading, Installing and initiating Screen Sharing

Installing Screen Sharing Service

If the system will need a reset, the organizer has the option to install a service on the presenter’s machine. To do this, you will need to install a service. On the presenter’s machine, right-click the icon for the session in the task tray and select Install Service.

By installing the service, the machine will stay connected to the meeting after a reboot with the screen automatically shared and the keyboard/mouse control re-given to the user who had it last. This allows the organizer to reboot the machine without the need to re-establish a session.

After reboot, if the person with control needs to log into the machine, they may need to send a Ctrl+Alt+Del. The service should detect this and send the person with keyboard and mouse control the following prompt:

To uninstall the service, on the presenter’s machine, right-click the icon for the session in the task tray and select Uninstall Service.

Initiating Screen Sharing

To access Screen Sharing, you must be viewing a Service Request.

1. Select Screen Sharing from the Ribbon. If the software is not installed, you will be prompted with the following message:
   

   Screen Sharing Prompt Message
2. Selecting OK will initiate a download for ScreenSharingClient.exe. This will allow you to install ChoreografRDS.exe.
3. Open the setup file.
4. A command prompt window will open, and Screen Sharing will automatically be installed to the directory listed above. A message saying “HelpSTAR Screen Sharing Client files are successfully installed” will confirm installation. Close the windows.
5. Select Screen Sharing from the Ribbon at the top again to initiate it.
6. A Send Email window will open, resembling Outlook’s Send Message window. A stock message for inviting a user to a Screen Sharing session will be present by default. For the From dropdown field, select HelpSTAR Technical Support (swservice@helpstar.com) to proceed.

An Email will be sent out to the selected viewer stated in the To field.

Starting a Screen Sharing session

When starting a session via the e-mailed link, the viewer will be brought to this page:

The ServicePRO.Presenter opens automatically when you initiate the Screen Sharing service request.

The viewer will need to click the click here to start session button on the page to start up the ServicePRO.Viewer application.

The Presenter has the option to select the display, under the Share Screen button. This is applicable for those who have multiple monitors present and only wish to display one.

Viewers will be given the option to select the display they wish to view by hitting Select Display.

Select the appropriate Display name you wish to show through Share Screen or Select Display.

Joining a session as a Viewer

Viewers will be provided a link via e-mail, or it may show up in their ServicePRO Inbox provided the presenter has provided an e-mail link.

Viewers will be prompted to enter a name upon entering the page for the purposes of the Screen Sharing session.

Using the ServicePRO Viewer

The viewer shows the contents of the screen. It can be resized manually by dragging the window borders or adjusted in the Options/Settings menu.

Presenter Interface

Presenter View Ribbon

The Presenter ribbon contains 5 options:

• Initiate Chat – Presenters and viewers can speak via an instant messaging interface.
• Transfer File(s) – This allows the user to send files to anyone selected in the attendee list.
• Allow Keyboard Mouse – Give keyboard and mouse control of another terminal to the presenter.
• Change Presenter – The organizer will start the session as the presenter but may select any user in the list and set them as the new presenter.
• End Session – Only the organizer may end the session. Others may leave the meeting but only the organizer may end the session. If the organizer leaves the session without ending the session, the session will end

Attendee List

The attendees tab shows all of the viewers in the session as seen below:

Each name has a radio button beside it to allow the user to be selected for ribbon options. The log tab shows the time of each action taken during the session including:

• Connections
• Disconnections
• Presenter changes
• Organizer changes
• File transfers

Chat

This area allows you to chat with other attendees.

Each chat message will indicate the time it was sent (with colored text), the person who sent the message (with bolded text), and the chat text.

Presenter Options and Controls

This section contains:

• The Session ID - This ID may be given to others to join the session as a viewer
• Share Screen - This is grayed out for non-presenter attendees.
• Select Display - This allows you to show your screen to decide which of the displays you wish to view. This option should only be available if there are two or more screens.
• Options – This will bring up the options window.
  

  Display Options

Viewer Ribbon

The viewer ribbon contains only three options, leaving out Allow Keyboard Mouse and Change Presenter from the Presenter version:

• Initiate Chat - Presenters and viewers can speak via an instant messaging interface.
• Transfer File(s) - This allows the user to send files to anyone selected in the attendee list.
• End Session - Only the organizer may end the session. Others may leave the meeting but only the organizer may end the session. If the organizer leaves the session without ending the session, the session will end.

Attendee List

The attendees tab shows all of the users in the session with both the organizer and presenter as seen below:

Each name has a radio button beside it to allow the user to be selected for ribbon options. The log tab shows the time of each action taken during the session including:

• Connections
• Disconnections
• Presenter changes
• Organizer changes
• File transfers

Viewer Options and Controls

This section contains:

• The Session ID – this ID may be given to others to join the session as a viewer
• Share Screen – This is grayed out for non-presenter attendees.
• Select Display –This allows you to show your screen to decide which of the presented displays you wish to view. This option should only be available if there are two or more screens being presented.

Chat

This area allows you to chat with other attendees.

Each chat message will indicate the time it was sent (with text colored), the person who sent the message (with text bolded), and the chat text.

File Transfer

When the File Transfer button is clicked, the person clicking on the file will see a standard windows file select window.

After files are selected, provided the file size is not over the pre-set limit, the sender and the receiver of the file will see a prompt.

Sender View

Once the receiver accepts the file, the sender will see a progress bar through to completion for each file being transferred. Arrows next to each file indicate they are being uploaded.

• Initiate Chat - Presenters and viewers can speak via an instant messaging interface.
• Transfer File(s) - This allows the user to send files to anyone selected in the attendee list.
• Allow Keyboard Mouse - Give keyboard and mouse control of another terminal to the presenter.
• Change Presenter - The organizer will start the session as the presenter but may select any user in the list and set them as the new presenter.
• End Session - Only the organizer may end the session. Others may leave the meeting but only the organizer may end the session. If the organizer leaves the session without ending the session, the session will end

Receiver View

When the file is sent, the receiver will see the following:

If the user accepts the files, the files will begin to transfer files to the users default download location configure within their saved screen sharing options (shown later in document). If the default location has been set, it should be asked for at this point.

Once the receiver accepts the file, they will see a progress bar through to completion for each file being transferred. Arrows next to each file indicate they are being downloaded.

Screen Sharing Options

The Options button at the bottom of the session console will display the following:

General Tab

The first tab, General, allows you to set:

• Whether or not chat logs should be saved and where they should go
• If Screen sharing should stop after a certain duration of time (only available to presenters)
• The default folder for incoming file transfers

Display Tab

The second tab, Display, allows you to set:

• The colors quality of the display.
• The resolution of the display.
• The sharing area (full screen or enclosed area)

Ending/Exiting the session

Closing the Interface window will exit the user from the session and kill the screen sharing application on that user’s machine. If the organizer closes their window, all screen sharing will be stopped, all attendees will be removed from the session, and all attendees will receive a message informing them the session has ended.