NetOp Mobile & Embedded Remote Control - Functionality

How it works in a frontline environment

When a device is connected via GPRS, EDGE, UMTS etc., it gets a temporary IP address from the telecom provider. This address is invisible to the helpdesk, but because the host runs on the actual device and the device contacts the helpdesk, the user can get help anyway.

Once a connection has been established, an actual session begins as follows:

1. The user sends a help request. The request is sent to a NetOp Gateway, which is set up to forward help requests. The NetOp Gateway then puts the request in the helpdesk's inbox.
2. Now the help request is pending, but the connection from the helpdesk to the device has been established.
3. A helpdesk employee accepts the help request, and the device is remote controlled.

How it works connected to a PC

When the device is connected directly to a PC via ActiveSync, the device's IP address is hidden from the helpdesk, but because the device contacts the helpdesk, the user can get help anyway.

Once a connection has been established, an actual session begins as follows:

1. The user sends a help request. The request is sent to the helpdesk either directly or via a NetOp Gateway, which is set up to forward help requests to the helpdesk's inbox.
2. Now the help request is pending, but the connection from the helpdesk to the device has been established.
3. A helpdesk employee accepts the help request, and the device is remote controlled.