Change Settings and Preferences in the Representative Console

Bomgar Rep Console Settings

Click on File > Settings in the upper left-hand corner of the representative console to configure your preferences.

In general, you may configure the representative console settings according to your preferences. However, your support team administrator may choose to manage your settings, enforcing those managed settings if desired.

 

Rep Console Settings Changed Dialog

If your support desk administrator has changed and applied the default settings, then you will see a Settings Changed alert the next time you log into your representative console. Click View Settings to open your settings window to view the changes, or simply click OK to acknowledge the changes.

Changing Settings

Note: These instructions assume you are allowed to choose the settings used in your representative console. Settings enforced by your administrator appear marked with an asterisk and grayed out, and are not locally configurable. See your administrator or the administrative guide rep console settings topic for more information.

 

Global Settings

From the Global Settings window, you may choose to enable or disable spell check for chat and session notes. Currently, spell check is available for US English only.

If automatic session assignment is disabled on login, then you will not be assigned sessions automatically until you choose to opt in.

If, under Quick Start Buttons, you select Start Session, you will see a Start button at the top of your representative console. Clicking this button walks you through the ways your customer can start a support session. You also can select Session Key to display a session key generation button, and select Bomgar Buttons to display a button to launch the Bomgar Button management interface. Select Jump To, RDP, and Shell Jump to display buttons to launch those respective Jump connections. If you select Intel® vPro, you will see a button to launch access to a provisioned vPro Jumpoint. Start Presentation allows you to easily start a new presentation.

Reset Defaults

Each representative console settings window includes a Restore Defaults button in the lower left-hand corner of the window which will return all of your settings to the Bomgar default settings or to the default settings applied by your administrator if any have been set. An alert dialog will ask you to confirm that you wish to change to the defaults. Click Cancel if you wish to return to your locally saved preferences. Note that if any of the defaults are forced by your administrator, you will be unable to configure them.

 

Alerts: Chat Messages

Choose your alert settings for chat messages. When you receive a chat message, you can choose to hear a sound and to see the application icon flash.

If you would like to upload a custom sound for chat messages, click the […] button and select a WAV file on your computer. The file can be no larger than 1MB.

 

Alerts: Queue Alerts

Choose if you want to hear an audible alert when a customer enters one of your queues and/or when a waiting session has been marked as overdue. If you would like to upload a custom sound for either of these alerts, click the […] button and select a WAV file on your computer. The file can be no larger than 1MB.

Also choose if you want to see the application icon flash when a customer enters one of your queues and/or when a waiting session has been marked as overdue. Additionally, when a customer enters your personal queue, such as by clicking on your name or entering a session key on the public site, the session can start immediately or prompt for your acceptance.

You also can choose to receive pop-up notifications for certain events. These notifications will appear independent of your representative console and on top of other windows. Set where you wish to see pop-ups and how long they should display.

Choose if you wish to hear an alert when a support session is automatically assigned to you. You can designate a custom sound for session assignments.

Additionally, you can choose to be alerted when an automatically assigned session invitation is about to expire. You can choose a custom sound or select System Beep, which will play your default system sound.

Support Sessions: Automatic Behavior

Choose whether you want to start sessions with chat only or to immediately request screen sharing.

You can choose to open sessions as tabs in the representative console or to automatically detach sessions into new windows.

You may choose to automatically elevate the customer client to run as a system service when executing a local network Jump.

For situations where you might experience issues because a customer’s secure desktop is enabled, you can be prompted to elevate to run with administrative rights when the session begins.

 

Support Sessions: Support Tools

Set the default quality and size for a screen sharing session. When screen sharing starts, you can automatically enter full screen mode, which in turn can automatically collapse the chat bar.

For easier access to screenshots you capture from the representative console, set the default directory where you will save your console-captured remote screenshots.

When you show your screen to a customer during a session, you can choose to leave the representative console open or to minimize it to your taskbar.

For easier file transferring, set the default directory from which you wish to start browsing your local file system.

Set the number of lines to save in the command shell history.