Chat

The chat feature in Desktop Central enables administrators to communicate with any logged in user within the network and remote locations. You can maintain the chat history of the chat sessions.  Read the following sections to learn more about the chat feature:

  1. Prerequisites
  2. Setting Up Chat
  3. Text chat
  4. Voice/Video Chat
  5. Troubleshooting tips

Prerequisites

Desktop Central chat uses port # 8443/8444 as a default port. Ensure that you follow the below mentioned prerequisites before trying to connect a chat session.

Setting Up Chat

You can configure the chat history settings even before we initiate the chat session.  Follow the steps mentioned below to configure the chat history settings,

  1. Click Tools -> Chat

  2. Select History and click Chat History Settings  

  3. Enter the number of days for maintaining the chat history. If you choose last 30 days, chat history will be stored only for the last 30 days and the previous chat history files will be deleted (Only logs will be retained for voice/video calls).

  4. Click Save.

Initiate Text Chat

To initiate the chat session, follow the steps given below:

  1. Click Tools -> Chat

  2. Select the name of the user and Click    against the specific user name under Action.

  3. Request to connect chat session will be initiated successfully. For more information refer troubleshooting tips.

'User name' lists all the users who have currently logged in the computer. This list will be refreshed  every  90 minutes. In case of a user being logged on multiple computers, then both the computers will be listed against the user name from which you can choose to initiate the chat session.  

Voice/Video Chat

You can initiate a voice and video chat to provide live assistance to your end users. This is applicable only for enterprise edition. There are two approaches to establish communication between technicians and end users:

  1. Direct communication
  2. Communication via Desktop Central server

For example, consider a scenario where a voice/video call is established between a technician and a user within a same remote location and the Desktop Central server is located in a different site. In this case, the initial connection will be established using the Desktop Central server, however further communication will happen seamlessly without the server's intervention thus optimizing bandwidth consumption as well. In cases where direct connection between technician and user fails, all data transfer will be routed via the Desktop Central server.

For communication via an intermediate component such as the Desktop Central server, you need to ensure:

  1. The dynamic port range (49152-65535) should not be blocked by firewall.
  2. If you have rerouted Desktop Central Server using NAT settings, then dynamic port range should also be configured according to the NAT settings.

Initiate a Voice/Video Chat

To initiate the chat session, follow the steps given below:

  1. Click Tools -> Chat
  2. To initiate a voice call, select the name of the user and click  against the specific user name under Action.
  3. To initiate a video call, select the name of the user and click   against the specific user name under Action.
  4. Request to connect chat session will be initiated successfully. For more information refer troubleshooting tips.
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