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Virtual Assist > Settings
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SonicOS 5.8.1 Administrator Guide
The status of each customer includes whether the customer is currently receiving Virtual Assist
support, or their position in the queue to receive support. The status screen can also provide a
summary of each customer’s issue, and the name of the assigned technician. The technician
or administrator providing Virtual Assist must be located inside the local network of the
appliance. A customer can be manually removed from the queue by clicking the “Logout” icon
on the right-side of the customer’s listing.
Virtual Assist > Settings
Users wishing to maximize the flexibility of the Virtual Assist feature should take the time to
properly adjust all of the available settings. To configure settings within the SonicOS
management interface, go to the Virtual Assist > Settings screen.
The first decision you need to make is how to provide access for customers to gain support
through Virtual Assist. There are two options: 1) provide an “Assistance Code” for customers
to enter when accessing the portal after receiving an invitation, or, 2) enable virtual assist
support without the need for an invitation.