Connection Participants¶

Although our software is primarily designed for device management rather than group calls, the number of participants involved in a connection can be more than one technician or more than one device. For example, multiple technicians can connect to the same device simultaneously, or one technician can connect to several devices at the same time. A technician can be either authorized or anonymous.

Technicians¶

Technicians are operators who initiate remote connections to devices and control them.

Anonymous Technician¶

An anonymous technician is a technician who is not signed in to the system at the time of connection. This can happen, for example, when connecting to an unlinked device using a quick link from the agent app that is intended for screen demonstration.

Limitations¶

When starting a connection, an anonymous technician will be prompted to sign up or log in to the system:

During the connection, sensitive features will be disabled for security reasons. These restrictions are clearly indicated in the interface:

Additionally, the maximum session duration will be limited:

Indicators¶

If an anonymous technician is present in an active session, the agent app will display a special marker, so that the device owner is aware of the potential risk of granting access to an unidentified operator:

This indicator will also appear when the connection ends:

Authorized Technician¶

An authorized technician is a technician who is signed in to their account in the web console at the time of connection. Authorization removes all restrictions that apply to anonymous technicians and grants full access to all available features during the session.

Multiple Active Sessions¶

A technician can be signed in from multiple browsers or devices at the same time.
You can view the list of active sessions in the Profile → Security section by clicking Manage Sessions under Active Sessions. A window will open showing all active logins for your account:

However, even though multiple sign-ins are allowed, connections to remote devices can only be active from one location at a time. This means that a single account cannot connect to devices from multiple browsers simultaneously. If a connection is initiated from one session, all connections from other sessions will be terminated, with the corresponding reason displayed:

Joint Connection¶

A joint connection is a session where multiple participants manage the same device simultaneously. Such connections occur when several technicians connect to the same device to collaborate.

This can happen, for example, when:

• Multiple technicians have access rights to the same device and connect to it via Permanent Access.
• Several technicians join a Quick Support session via an invitation link.

Indicators¶

When a new technician joins a session, other participants will see a notification in the connection window, and a participant management button will appear in the control panel:

On the agent side, the active connection icon will change, and a participant management button will become available:

Approval¶

If the connection confirmation option is enabled in the agent app settings, the new participant will enter a waiting room:

Their participation must be approved either by the initiator of the connection or by the remote device operator in the agent app:

Removing Participants¶

The removal of other participants during a session is only possible by the connection initiator or from the agent application:

The connection initiator (or author) is the first technician who initiated the connection. If the initiator leaves the session, the next authorized technician automatically becomes the new initiator.

Concurrent Connections¶

A concurrent connection refers to multiple simultaneous connections established by the same technician to different remote devices. Such connections are especially important when servicing corporate environments where data is stored across several devices but needs to be accessed and managed at the same time.

There are no limits on the number of concurrent connections. Technicians can connect to multiple devices either in different browser tabs or in separate windows of the desktop dashboard application.

Connection Panel¶

For concurrent connections, there is a convenient connection panel that allows you to open multiple sessions in different modes — either to a single device or to several devices simultaneously.

You can open the panel by clicking Concurrent Connection in the Permanent Access section of your web dashboard:

The list of connected devices is stored in the browser's local storage, allowing you to quickly return to your work at any time. Devices can be dragged and rearranged within the panel.

The following connection modes are available:

• Screen Control
• File Manager
• Terminal Mode