I've used both WebEx and GoToAssist, but neither of them have a story to tell for 'unattended' access of a user's desktop unless the user is using the machine's primary console. Unattended in the sense that they phone me and I then appear in their session, rather than they visit a website and enter their details and wait for me.
This is a common use-case, since the users' machine is a virtual desktop, and the session broker is connecting the user via RDP. They never have a session with their desktop unless it's a remote desktop session.
At the moment, if I use either of the said products to get an unattended support session going, all I can see is the login screen of the physical console, telling me that a remote session is in progress.
Are there alternative tools which will make me happy?
UPDATE: People are asking what I am doing, so here is the basic overview:
- A user's desktop is Windows XP/7 virtualised by VMWare's hypervison. It runs on a central server.
- The user accesses their desktop using a keyboard/display provided by a "Sun Ray". Ultimately the Sun Ray uses an RDP sessison to connect to the virtualised desktop.
- As with regular desktops, when someone is logged on with an RDP session, the main display of the desktop invites you to CTRL+ALT+DEL to login, noting that someone else is already connected remotely.
- With WebEx and GoToAssist, if you use their 'unattended' solutions to try and help out the user of the machine, you'll see the login prompt of the virtual desktop's main monitor, rather than the RDP session where the user actually needs help.
- Since that's not helpful, I seek a product which will show me the user's RDP session, rather than the virtual desktop's main display.
I hope that explains it.
I am following up Sam's suggestion with the vendor, and will report back.