The Calling Card is a brandable component of Rescue that lets end users launch a remote support session from a desktop shortcut with a single click. This is extremely useful in an internal support use case as the application can be deployed in bulk to all desktops, giving users a standardized way to start a support session without needing to navigate to a website.
This update removes the complexity of joining a session for non-admin users, as once an Admin Installs the new Calling Card, subsequent Rescue sessions initiated to/from the Calling Card will not require the Technician to elevate to Admin Mode (Windows System Service) as the Calling Card was already installed as a service. This will eliminate the elevation step for Technicians, and greatly improve usability of the Calling Card by making it much simpler for users to get connected as they will no longer need to navigate those pesky UAC prompts.
Highlights and Details
In addition to streamlining the join flow for non-admin users, the new Calling Card can also be updated even if the user who is logged in is not an admin. Previously, the Calling Card would only be able to receive and install an update if the user had admin level privileges.
There are several steps necessary for users to access the new Calling Card:
1 – Verify the correct version of the Calling Card is available for your account:
Customers who want to deploy the Calling Card as a Windows service will first need to have the correct Calling Card version 7.51.1043 (or above) available for their account.
To check the version of a deployed Calling Card:
- Start the Calling Card
- Click on Settings > About tab
- If the version is not 7.51.1043 (or above), please reach out to your Account Team or Rescue Customer Support
In the future, we will make this version of the Calling Card the default version - meaning all users will be able to install it without our intervention. In order to mitigate risk during the busy season, for now this version must be manually selected on a per account basis.
2 – Generate a new Calling Card installer:
Once the correct Calling Card version is saved to the account, customers can navigate to the Admin Center and generate a new Calling Card installer as follows:
- Navigate to a Channel in the left tree and select the “Organization” or “Channels” tab in the top navigation
- Enter an installer name e.g. “test service mode”
- Check the “Windows” checkbox
- Check “Windows Service Mode”
- Click “Generate”
This newly generated MSI can then be mass deployed to users machines and will be installed in service mode.
Please note: Users MUST re-deploy the Calling Card if they want to use service mode. There is no way for existing Calling Cards to be updated to service mode as it is a completely different installation process and requires admin access.
3 – Ad-hoc Deployment
Technicians can also deploy the Calling Card in Service Mode whilst in an active session.
Once the correct Calling Card version is saved to the account, Admins will see a new Technician Group level permission that will allow Technicians to deploy the Calling Card in Service Mode:
After this permission is enabled, admins should ensure that the new referral ID of the service mode Calling Card is linked to their Technician Group by entering it on the Organization tab of the Technician group.
Technicians can then deploy the Calling Card as normal via the Calling Card tab of the Technician Console and install it in service mode.
Important Links
