Bomgar Buttons: Deploy Bomgar Buttons for Quick Session Start

Configuration > Bomgar Buttons

Deploying a Bomgar Button on your customer's computer installs a customer client on their machine, providing a quick, seamless method of starting support sessions. The Bomgar Button does NOT maintain a connection to the Bomgar Appliance, but rather provides a customer-initiated method of requesting support. Depending on the configuration of the Bomgar Button and the support site, clicking the Bomgar Button will connect the customer to a previously defined representative or team, allow the customer to enter a session key, or allow the customer to submit an issue submission form. Bomgar Buttons can be installed on Windows, Mac, and Linux computers, as well as BlackBerry® Smartphones.

Bomgar Button Mass Deployment Wizard

To mass deploy a Bomgar Button, first enter a user-friendly name for the Description. This will be helpful when managing deployed Bomgar Buttons. Next, select the Public Portal through which this Bomgar Button will start support sessions. If a session policy is assigned to this public portal, that policy may affect the permissions allowed in sessions started through this Bomgar Button. Set the Profile to either the default Bomgar Button profile or a custom profile as created below. Select the Language which this Bomgar Button should use. Next, specify whether starting a session from this Bomgar Button should place the customer in your personal queue or a team queue.

Set the lifespan of the button. The customer can use this button to start sessions for only as long as specified here. If the customer clicks this button after it has expired, an invalid session key message will display, and the browser will refresh to your support portal. This time does NOT affect how long the installer remains active or how long a session can last.

Finally, choose whether to install the Bomgar Button for a single user or for all users on the remote system. Deploying a Bomgar Button for all users is available only for Windows platforms. Also, if you make any changes to a Bomgar Button profile, a single-user Bomgar Button will automatically incorporate those changes the next time it connects, while an all-user Bomgar Button will have to be redeployed in order to receive those changes. For the best experience, redeploy all-user Bomgar Buttons each time you upgrade your Bomgar software. Note that all-user Bomgar Buttons may not be removed from within the representative console; they must be uninstalled from Programs and Features or Add or Remove Programs.

Bomgar Button Mass Deployment Wizard

Once you have set the parameters, click Create and then choose to download the Bomgar Button onto the local computer or to email it to one or more recipients. The Platform option will default to the appropriate installer for your operating system.

Select BlackBerry® MDS from the Platform dropdown to deploy the Bomgar Button via the BlackBerry Enterprise Server. For system administrators who need to push out the Bomgar Button to a large number of systems, the MSI option can be used with your systems management tool of choice. In your command prompt, when composing the command to install the Bomgar Button using an MSI, change to the directory where the MSI was downloaded and enter the command included on the Bomgar Button page. Note that, unlike the representative console, Bomgar Buttons installed from an MSI do auto-update.

Note: Because some browsers require that the installer be saved before it can be run, there may be some confusion about when the Bomgar Button is fully installed. The downloaded bomgar-scc-{uid}.exe file is not the button itself but rather the installer for the button. This executable file must be run to complete the installation.

Bomgar Button Profiles

Customize the Bomgar Button using Bomgar Button Profiles. Multiple Bomgar Button profiles can be added and used. Click Add New Profile to create a new profile, or edit an existing profile. While you can edit the default Bomgar Button profile, you cannot delete it.

 

Edit Bomgar Button Profile

First, enter a user-friendly name for the Bomgar Button profile. Upload the file containing the customized button icon; the file must be a PNG file, no larger than 150KB and with a minimum height and width of 128 pixels. The height and width must be equal. Enter the Title of the profile. This title is used as the desktop title. Next, enter the Short Title, which is used when the customer’s operating system limits the title length. Select where the Bomgar Button should be deployed, whether to the desktop or the menu. The menu option is only supported on Windows, Mac, and Linux systems. Now, select if the customer can use the Bomgar Button to connect directly to a specified queue (the queue is specified by the Team dropdown in the Bomgar Button Mass Deployment Wizard). Click Add Bomgar Button Profile. Your new Bomgar Button profile is now available to deploy.

Embedded Bomgar Button Registry File Generator

Use the Embedded Bomgar Button Registry File Generator to create registry files which will embed the Bomgar Button into the title bar of an application. An embedded Bomgar Button gives support providers the ability to streamline the support path for specific applications. For example, if your support team frequently handles issues with Microsoft Outlook, you can embed a Bomgar Button within Outlook. You can configure this embedded Bomgar Button to point to a specific issue so that when a customer clicks the button, a session will immediately start with the team best suited to handle Outlook problems. Embedded Bomgar Buttons are a Windows-only feature.

To create an embedded Bomgar Button, a Bomgar Button must first be deployed on the remote system. You may wish to define the Bomgar Button profile so that neither the desktop shortcut nor the menu shortcut is created.

Select the Install Mode, either All Users or Single User. Then enter the name of the program in which you want to embed a Bomgar Button. Do not include the file path. Optionally, select an issue that will be associated with sessions started from this embedded Bomgar Button. You can alternatively select No Issue Assigned. Checking Show Front End Survey will prompt the customer to describe his or her issue before starting a session; if this option is unchecked, the session will start immediately, without any further customer input. You can add an External Key to assign to sessions started from this embedded Bomgar Button. To add multiple applications to one registry file, click Add Registry Entry and enter the information for another application.

When you have finished adding executables in which you want to embed Bomgar Buttons, click Create Registry File. This will prompt you to save a registry file to your system. Using Active Directory or a deployment tool, deploy the registry file to all remote systems which should use these embedded Bomgar Buttons. After running the registry file, the remote user will have to log off and back on for the Bomgar Button registry entry to be created.

Note: It is a best practice to save a copy of any generated registry files. Registry file information is not saved on the Bomgar Appliance.

Now, when one of the designated applications is run, a Bomgar Button will appear in the top right corner, beside the minimize button. Clicking this embedded Bomgar Button will start a session as defined by its profile and its registry file settings.

Embedded Bomgar Button Registry File Generator

To edit an embedded Bomgar Button's functionality, you can import the registry file and modify its entries. When complete, click Create Registry File. Running the registry file will overwrite the existing registry entries.

Note: Running a Bomgar Button registry file on a system that already has Bomgar Button registry entries will overwrite the original registry entries. Therefore, if you have embedded a Bomgar Button in one application and you wish to embed it in another, the new registry file must contain both executable names. If the new registry file contains only the new executable name, then the embedded Bomgar Button will appear only in the new application and not in the previous application.

To remove an embedded Bomgar Button from a specific application without adding it to another application, you must edit the registry. Using Notepad or a similar editor, open the registry file you initially deployed and insert a hyphen in front of each registry key you wish to delete. Save the registry file and redeploy it to remove the registry entry. An example of a registry entry marked for deletion is presented below.

[-HKEY_LOCAL_MACHINE\Software\Test]

For more information about registry entries, see http://support.microsoft.com/kb/310516.

Note: Uninstalling the Bomgar Button will remove it from all embedded programs but will not delete the registry entries. Thus, if another Bomgar Button is installed for the same site, it will inherit the previous registry entries and will appear embedded in the same programs.