User manual SONICWALL SRA SSL VPN 5.0 ADMINISTRATORS GUIDE

[. . . ] COMPREHENSIVE INTERNET SECURITY SonicWALL Secure Remote Access Appliances SonicWALL SRA SSL VPN 5. 0 Administrator's Guide SonicWALL SRA SSL VPN 5. 0 Administrator's Guide SonicWALL, Inc. 2001 Logic Drive San Jose, CA 95124-3452 Phone: +1. 408. 745. 9600 Fax: +1. 408. 745. 9300 E-mail: info@sonicwall. com SonicWALL SSL VPN 5. 0 Administrator's Guide i Copyright Notice © 2010 SonicWALL, Inc. Under the copyright laws, this manual or the software described within, cannot be copied, in whole or part, without the written consent of the manufacturer, except in the normal use of the software to make a backup copy. The same proprietary and copyright notices must be affixed to any permitted copies as were affixed to the original. This exception does not allow copies to be made for others, whether or not sold, but all of the material purchased (with all backup copies) can be sold, given, or loaned to another person. [. . . ] For example, if you enter test. com/virtual_assist in the Customer Access Link field, the URL will be https://test. com/virtual_assist/cgi-bin/supportLogin. Step 7 To include a link to Virtual Assist on the portal login page, select the Display Virtual Assist link from Portal Login checkbox. Customers can then click on a link to go directly to the Virtual Assist portal login page without having to login to the Virtual Office. Request Settings To configure Virtual Assist request settings, perform the following tasks: Step 1 On the Virtual Assist > Settings page, click the Request Settings tab at the bottom of the page. Step 2 To have Virtual Assist requests timeout after a certain amount of time, enter a value in the Expire Ticket field. After the timeout duration has passed, customers will have to reinitiate their Virtual Assist request. To limit the number of customers allowed in the Virtual Assist queue, enter a value in the Maximum Request field. Optionally you can customize the message that is displayed to customers when the queue is full in the Limit Message field. Entering a value in the Maximum requests From One IP field can be useful if individual customers are repeatedly requesting help. However, this may cause problems for customers using DHCP behind a single IP address. Enter a value in the Pending Request Expired field to have customers automatically removed from the queue if they are not assisted within the specified number of minutes. The default 0 does not remove unassisted customers. Step 3 Step 4 Step 5 Step 6 180 SonicWALL SSL VPN 4. 0 Administrator's Guide Virtual Assist > Settings Notification Settings To configure Virtual Assist notification settings, perform the following tasks: Step 1 On the Virtual Assist > Settings page, click the Notification Settings tab at the bottom of the page. Step 2 To automatically email support technicians when a customer logs in to the Virtual Assist queue, enter the technicians' emails in the Technician Email List. The next three fields allow you to customize the email invitation: · · · · Step 3 Subject of Invitation - The email subject line. Support Link Text in Invitation - Text that introduces the link to the URL for accessing Virtual Assist. %EXPERTNAME% - The name of the technician sending the invitation email. %CUSTOMERMSG% - The disclaimer configured on the General Settings tab. %ACCESSLINK% - The URL for accessing the SSL VPN Virtual Office. These three fields support the following variables to customize and personalize the invitation: · · · · SonicWALL SSL VPN 4. 0 Administrator's Guide 181 Virtual Assist > Settings Note The currently configured mail server and email return address are listed at the bottom of the Virtual Assist > Settings page. To enable technicians to receive notification emails and to email Virtual Assist invitations to customers, a mail server must be configured on the Log > Settings page. An accurate technician email address will also allow blocked email notification to the technician in deployments where a third-party email filter may block emails sent to the customer without providing an error to the Virtual Assist client. Customer Portal Settings To customize the appearance of the Virtual Assist customer portal, perform the following tasks: Step 1 On the Virtual Assist > Settings page, click the Customer Portal Settings tab at the bottom of the page. 182 SonicWALL SSL VPN 4. 0 Administrator's Guide Virtual Assist > Settings Step 2 Configure the following options to customize the appearance of the customer portal · · · · · · · Show Company Logo - Displays the company logo that is configured on the Logo tab of the Edit Portal window. Show Company Copyright - Displays the copyright at the bottom of the page. Show FAQ and Tour - Displays links to the Virtual Assist FAQ and tour on the customer request page. Tip Message On Top - Customizes the text that is displayed above the Virtual Assist link. Tip Message On Bottom - Customizes the text that is displayed below the Virtual Assist link. Tour Help Text - Customizes the text that is displayed above the link for the Virtual Assist tour. Customer Help Text - Customizes the text that is displayed after the customer clicks the Virtual Assist link. Restriction Settings To configure Virtual Assist restriction settings, perform the following tasks: Step 1 On the Virtual Assist > Settings page, click the Restriction Settings tab at the bottom of the page. Step 2 Step 3 Step 4 Step 5 To deny Virtual Assist requests from specific IP addresses or networks, select Deny from the Request From Defined Addresses pulldown menu. [. . . ] Answer: Proxying of Java applets through the reverse proxy is not supported on the SSL-VPN 200 platform. 58. There is no port option for the service bookmarks ­ what if these are on a different port than the default?Answer: You can specify in the IP address box an `IPaddress:portid' pair for HTTP, HTTPS, Telnet, Java, and VNC. 59. What if I want a bookmark to point to a directory on a Web server? Answer: Add the path in the IP address box: IP/mydirectory/. [. . . ]