Bomgar Representative Console 12.1

Bomgar is a screen sharing/remote support application. It is a multiplatform solution for corporate and home users. I usually use Teamviewer. With that program, you simply get the person to download an application to let you control his PC remotely.

Bomgar does things a little differently, but it is really easy as well. If you need to get on somebody's computer, you simply send them an URL address that you generate from within the Representative Console. Then they are prompted to download a small application and you are ready to start working with their computers. The computers will appear on a queue. You can then accept the connection and start the support session. Once you are in, you can request to start screen sharing and controlling. The end user is then asked whether he wants to give you control permissions or not. While you control the client's computer, you can chat with him using the built-in chat window. There are quite a few options to control the quality of the screen-sharing session. If you are faced with a slow connection with the client, you can then lower the quality to improve the performance. In everyday use, I find that Teamviewer is more than adequate for the usual help to a friend. But Bomgar has features that make it ideal for hardcore remote support. Certain features like built-in chat and the ability to e-mail clients with predefined instructions and invitations are a must for this type of use. Also, Bomgar facilitates the process by thoroughly communicating every fact to the client, in many different languages. Bomgar is extremely expensive, though, and you can't just add the product to the cart. You have to contact the sales team in order to get a quote that fits your needs. There are discounts for education sectors and small businesses.

v12.1 [Nov 22, 2011]
IPv6 Capability
With companies transitioning from IPv4 to IPv6, Bomgar provides support for both addressing schemes.
An administrator can assign an IPv6 address to his or her Bomgar Appliance, regardless of model or version. Bomgar clients – such as the representative console, the customer client, the integration client,
and so forth – support both IPv4 and IPv6 network communication.
Read-Through Customer Agreement
When presented with the customer agreement at the beginning of a session, the customer must scroll to
the end of the agreement and check a box indicating acceptance before continuing.
Streamlined Session Start
Configure your site so that when a customer submits a session key, one of two options will occur. First, you
can prompt your customer to confirm that he or she wants to join a support session or a presentation
before receiving the client download. Second, you can disable this prompt so that the customer client
download begins as soon as the key is submitted. The redirect page shows the representative's name or
the presentation title, along with browser-specific hints for how to run the customer client. This confirmation option is configurable per public site.
Two-Tier Customer Agreement
When a support session starts in click-to-chat mode, a brief customer agreement is displayed, making
no mention of features available only with the full customer client. When elevating to the full client or
when starting a session therewith, the longer customer agreement is displayed, noting the potential for
screen sharing and other such capabilities.