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The company has added a hot key to its Virtual Assist software so technicians can quickly fire up live chat with users having trouble setting up a VPN, the company says. (Compare SSL VPN products.)
The SonicWall SSL VPN 3.0 software adds toolbar shortcuts for file transfers and to launch users' start menus or task managers to assist help desks during remote help sessions.
The Virtual Assistant logs and generates reports on remote support sessions that can be sent to administrators via e-mail or export to other reporting programs on a regular schedule. This is particularly useful to system integrators that include a maintenance contract with the SonicWall gear they sell and need records of how long what technician spent helping what customer, the company says.
Virtual Assist is a separate software module that sells for $995 per concurrent technician using it.
SSL VPN 3.0 introduces the capability for help technicians to trigger MSInfo32.exe to quickly gather data about users' computers, rather than trying to guide users to it and launch it themselves. The goal is to reduce the time to resolve user problems, the company says.
The new software changes the look of the management software to give the same appearance and feel of the software for SonicWall's UTM/firewall so technicians don't feel they have to learn a new platform.
The software is available now for the company's SSL-VPN 2000 and 4000 appliances.
Read more about software in Network World's Software section.