Reference16r1:Concept App Remote Control: Difference between revisions

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FIXME: This product is in the beta phase and is not yet finished

Applies to

innovaphone PBX from version 16r1

Requirements

innovaphone PBX
innovaphone Application Platform (minimum version 130015)
V16r1
myApps launcher for Windows.
Remote Control Client (portable .EXE) for external participants or Remote Control Client (installable .MSI) Note : in v16r1 the Remote Control Client is only available for Windows
Additionally it is possible to join a session also via myApps opened in a web Browser

Overview

Remote Control is an application to access a remote PC.
The application can be used by the IT department to provide remote support or it could also be used as a collaborative tool for remote work.

Licensing

For the licensed features you will need to order the Service(innovaphone-remotecontrol) license, order number : 02-00050-015
The application includes one session by default

Installation

For new v16r1 installation

The Remote Control App is automatically installed by the installer and will be deployed in the Config User template. The service ID is activated and the address pre-configured

With the Settings App - AP app installer plug-in

Go to the Settings App and open the "AP app installer" plugin. On the right panel, the App Store will be shown. Hint : if you access it for the first time, you will need to accept the "Terms of Use of the innovaphone App Store"

In the search field located on the top right corner of the store, search for "remote control" and click on it
Select the proper firmware version, here "v16" and click on install
Tick "I accept the terms of use" and continue by clicking on the install yellow button
Wait until the install has been finished
Close and open the Settings App to refresh the list of the available coloured AP plugin
Click on the "AP remotecontrol" and click on " + Add an App"
The "Name" display name field (all characters allowed) and the "SIP" administration field (no spaces, no capital letters) need to be filled. You can enter for example Remote Control/remotecontrol .
Tick the appropriate template to distribute the App
Enter the amount of purchased licenses
Click OK to save the settings and a green check mark will be shown to inform you that the configuration is good
Additionally you can enter the users that are allowed to start a remote session in the "configuration" menu of the plug-in, enter name comma separated and allow the usage of IDs with the Remote Control Client (external application available in our store)

Apps

Remote Control (remotecontrol)

This is the standard App within myApps for Remote Control. Parameters of the App object:

Websocket: Connection between the PBX and the App Platform. the App Platform receives the number of licences via this connection.
PbxSignal: Protocol to register to the PBX and do signalling with the JSON signalling protocol (necessary to retrieve the TURN server data from the PBX)
Admin: Used for the administration configuration available in the AP remotecontrol plugin
PbxApi: App notification and presence monitoring of in-app user list

Concept

A user (viewer) sends a request to another user (sharer) to access the sharer's PC.
The sharer accepts the session and begins to share their desktop with the viewer.
The viewer is also automatically given control of the mouse and keyboard.

Features

Here are the features available in the Remote Control App

Included features

One session between Remote control App opened within myApps
Start a session with myApps started in a browser (no control possible of the PC that have myApps opened in a web browser)
App notification to start a session
Multiple monitor support: Viewers can switch between desktops by clicking on the monitor icons
Direction of control: Change the direction of sharing, a viewer would become a sharer

Note: if the viewer use myApps Remote Control App in a browser, the direction of control will not work since the browser has no interaction with the local operating system

Screen scaling: Two different views of the remote desktop, original size or resized
Notifications: On the remote PC, if the sharer does not have the remote control open or is busy with another session, the person requesting a session will be notified within the Remote Control App
Text copy & paste support in both directions
Support for same keyboard layouts (e.g. QWERTY to QWERTY).
Multi-viewer support: several viewer can join a sharer session

Licensed features

Support of external participants via the Remote Control Client
Administration configuration (available in the Settings App - AP remotecontrol plugin) such as : users that can start a session, usage of IDs code.
Launch the Remote Control App and start a session with an URL.
Share a session from the Remote Control App opened in myApps
Multiple sessions: If you need more than one session (e.g. many viewers for one sharer, more than one parallel session)

Technical overview

Note: SCTP packets are routed through the TURN server and therefore the transmission is not peer-to-peer if the TURN server is selected from the ICE candidate.

Technical data

The maximum bitrate can reach 8 Mbps if there is no packet loss. In case of packet loss, the bitrate is reduced, with a minimum of 1 Mbps for the user who is sharing their desktop UI(sharer). The viewer only sends mouse and keyboard events.
Remote Control App is using the SCTP protocol with a fix UDP port range between 50200-50299 within the myApps client. Same range as the Application Sharing feature
The Remote Control Client uses the same port range.
In order to communicate with the Central ID Service, port 443 is used. The Remote Control client and the myApps Remote Control app must be able to communicate externally via port 443.

Central ID service server

innovaphone provides a centrally hosted ID service that simplifies the establishment of sessions between the myApps Remote Control App and the Remote Control Client but also between myApps Remote Control Apps. The service is pre-configured in the Settings App, under the AP remotecontrol configuration menu, with the address remotecontrol.innovaphone.com. It is possible to enable or disable this feature.

In few steps it is explained how does the flow works:

The myApps Remote Control App or the Remote Control Client automatically generates an ID
The sharer sends the ID to the viewer or the viewer send its ID to the sharer
The viewer enters the ID into their myApps Remote Control App or the sharer enter the code in the Remote Control Client
The viewer’s myApps Remote Control App or the sharer's Remote Control Client communicates with the ID service to transmit a session hash link
The ID service forwards the session hash link to the sharer/viewer in order to establish the session
The sharer receives a connection request notification that must be accepted
Once the session request is accepted, the viewer can access the sharer’s PC

Note: For the Remote Control Client, it is possible to enable auto-connect to bypass manual acceptance of the session, see the notes in the General information section of the respective clients
Note: For the Remote Control Client, the STUN/TURN server information stored in your Remote Control App service (running in your App Platform) is also transmitted within the hashlink.

The Remote Control Client

Portable version

General information

The portable Remote Control Client allows you to establish a remote session with people who are not part of your myApps environment. E.g. external participants such as your customers. External participants share their screen to the the myApps users. In order to use IDs to start a session, the Remote Control Client and the myApps Remote Control App has a default connection to the central ID service hosted by innovaphone.

Compatible with Windows only
Users are notified via an in-app notification when a new version is available. The new version is downloaded from the client and need to be started afterwards
No installation needed, simple light .exe file that can be started without admin right
You can download the Remote Control Windows .EXE file by a given link from the person that want to take the control from his myApps client or directly in our store under the section software, item name is Remote Control Windows Portable

Open the shared session link in a web browser to download the remoteControl.exe
Launch the app and enter your name (and any additional information, if desired)
Provide the code to the viewer
Accept the Remote session

Note: Optionally enable or disable the admin session and auto-connect features, works with ID code only
Note: If you have entered the provided link or a code in the "Link or ID" field, click on "Join Session"
Important: For the automatic connection, you will need to enter one or several codes separated by commas. This allows the Remote Control Client to be accessed automatically from different viewers, in that case, you will need to request one or several codes from the viewer and you do not need to click on the "Join Session" button.

Parameters available in the UI

Your ID: Can be copied and given to the person that want to start a session with the portable client
Display Name: You can enter a name that will be used to notify the myApps Remote Control App
Additional information: Such as company name
Link or ID: If you start a session via link or a code, link or code is provided by the viewer that want to take the control
Join session: To establish a remote session when the link/ID code is previously entered
Admin Session on/off: Allow to start a session without having the administration right from the Windows user
Autoconnect on/off: Allow to start a session without being accepted by the Windows user, works only with ID codes

Note: When you activate auto connect, a new field is displayed. There, you can enter the codes used for the auto-connect feature. Multiple codes can be entered, separated by commas.

Installable version

General information

The installable Remote Control Client allows you to establish a remote session with people who are not part of your myApps environment. E.g. external participants such as your customers. External participants share their screen to the the myApps users. In order to use IDs to start a session, the Remote Control Client and the myApps Remote Control App has a default connection to the central ID service hosted by innovaphone.

Compatible with Windows only
Pop-up notification when a new version is available
Silent update installation
Auto start
Fast installation (require the admin right), you can download the Remote Control Windows .MSI file in our store under the section software, item name is Remote Control Windows

Get the version of remoteControlSetup.msi on our store and install it
Launch the app and enter your name (and any additional information, if desired)
Provide the code to the viewer
Accept the Remote session

Parameters available in the UI

Your ID: Can be copied and given to the person that want to start a session with the installed client
Display Name: You can enter a name that will be used to notify the myApps Remote Control App
Additional information: Such as company name
Link or ID: If you start a session via link or a code, link or code is provided by the viewer that want to take the control
Autoconnect on/off: Allow to start a session without being accepted by the Windows user, works only with ID codes

Note: When you activate it, a new field is displayed. There, you can enter the codes used for the auto-connect feature. Multiple codes can be entered, separated by commas.

Join session: To establish a remote session when the link/ID code is previously entered

Parameters available in the tray icon menu

When you do a right click on the tray icon it offers you the following possibilities

Open trace folder: Fast access to the folder where the debug files are stored
Show in task bar: Pin the application to your Windows taskbar
Autostart: The application starts when you log in
Exit Remote Control: Close the application

Use Case scenario

The table below presents the different options for starting a session, depending on the environment. it indicates also if a licence is required or not
Description:

myApps launcher: Remote Control App used within the myApps launcher for Windows
myApps browser: Remote Control App used within myApps running in a web browser

Note: myApps can be used within the Microsoft Teams client and is therefore considered as a myApps browser

Remote Control Client: Windows portable or installable client that does not require myApps launcher to be running

Viewer	Sharer	License needed
myApps launcher	Remote Control client	yes
myApps browser	Remote Control client	yes
myApps browser	myApps launcher	not for the 1st session
myApps launcher	myApps launcher	not for the 1st session

Troubleshooting

When you open a support ticket, you will be asked to provide us with debugging data of your issue. You can also send us screenshots/videos of the behaviour you are reporting. Do not forget to send us also the PBX default configuration file.

Trace flags of the App instance on the App Platform

Select the corresponding App instance of the Remote Control App service and click on the Diagnostics button. Tick the following trace flags:

App
Database

Trace flags of the myAPPS Client

Go to the myApps Burger menu, click on more, and then click the magnifying glass. Tick the following trace flag:

AppSharing

Trace of the myAPPS opened in a browser

Open the dev console (F12) and get the generated logs, you can copy them in a txt file

Trace of the Remote Control Windows Client (portable)

Trace are available under (default path C:\Users\[YourUser]\AppData\Local\innovaphone\RemoteControl), get the chromium log file, chromium + remoteControl txt files and zip them before sending to our support.

Trace of the Remote Control Windows Client (installable)

Do a right click on the app tray icon and click on open trace folder, get the chromium log file, chromium + remoteControl txt files and zip them before sending to our support.

Known issues

Push notifications on sharer's smartphone : if a viewer wants to start a remote session with a sharer who does not have the Remote Control App open on their PC, a push notification is triggered on the sharer's myApps mobile phone (if installed).

Known limitations

The language of the Remote Control Windows client is based on your operating system's language.
Keyboards with different layouts are not supported yet (e.g. QWERTZ to QWERTY).