1. iPass Help Desk Training
Seagate
March 2004
Dan O’Connell
Regional Support Manager

2. Agenda iPass Overview iPassConnect iPass Helpdesk Support Escalation
Brief History and Mission
iPassConnect
System Components
How the system works
Tour of the Service Interface
iPass Helpdesk Support
Troubleshooting Guide
Expectations
Escalation
Severity Levels
Escalation methods
iOQ
Perspective on the User Base
We are here to discuss how your companies help desk will support the iPass Service Interface (Called the iPC). The iPC will connect remote users to your corporate file structure through over 200 networks. The question you probably have, and the one we plan to answer today is how does that happen.
By the time we finish this session you should:
Have a basic understanding of how the iPass Service Interface connects and authenticates your users to your enterprise
Review and understand the features, functionality and settings of your companies unique version of the iPass Service Interface
Understand and work through the most common issues that can occur when using the IPC
Know Fault isolation techniques and troubleshooting tools
Know when and how to escalate issues to iPass
Have a basic understanding of the Intelligent Online Quality tool (IOQ)

3. iPass Corporate Overview
Founded: – NASDAQ - IPAS
Locations: San Francisco, London, Munich, Sydney, Tokyo, Hong Kong, Singapore
Workforce: 300 employees in nine countries Over 110 in R&D and Network Operations
Services: Corporate Remote Access - secure remote access across multiple networks and devices through a single interface from virtually any location in the world
iPass allows organizations to avoid the complexity of provisioning and maintaining their own modem banks, RAS servers, roaming dial-up agreements and settlement costs

4. iPass ExpressConnect The iPass Global Virtual Network
Service offered in 155 countries through over 300 Network Partners
Redundant network coverage through 20,000 Access Points Worldwide
Multiple Providers in 3,500 cities over 90 countries
Proactive Quality Management
“Enterprise Ready” certification procedure for all Access Points
iPass ExpressConnect Service
iPass manages the entire remote access service architecture
No additional infrastructure will be added to the corporate enterprise
iPass will connect and monitor users through a global and fault-tolerant transaction system
Web-based Account and Resource Management Tools
Extensive troubleshooting tool kit
End-User and Technical Support Training tools and services
iPassConnect – Remote User Service Interface
Seamless End User Connectivity to all network services and partners

5. iPassConnect 3.x
Users log on with their
Global ID Credentials

6. iPass Network Infrastructure
- Connectivity
- Security
- Quality
Now that we have discussed how the iPass system works we want to take a closer look at the features of the iPass connect Service Interface

7. iPass Connectivity Process
iPass manages the complete Connectivity process
Offers connectivity options to users
Anonymously connects users to an iPass Access Point
Secures User Credentials and forwards them to a centralized, and redundant iPass location for authentication
Auto Launch and Authenticate the Checkpoint VPN upon connection to the Internet
Captures individual usage details
Monitors Quality of Service

8. iPassConnect User Authentication

9. N A S A NET Svr iPass Transaction Centers stglobal1.com =
iPass Enabled
Access Provider
Seagate Enterprise
Firewall
VPN
N A S
NET
Svr A
Server
SQM
QOS Data
Company Profile
Phonebook Version
128 SSL
Encryption
password
IPASS/
iPass Transaction Centers
Amsterdam, ND Atlanta, US
Frankfurt, DE Hong Kong, HK
London, UK New York, US
Palo Alto, US Sao Paolo , BZ
Santa Clara, US Sydney, AU
Tokyo, JP
128 SSL
Encryption
stglobal1.com =
ExpressConnect
Application
iPass
Settlement
iPass ExpressConnect Website –
For User Registration and Administration
iPass ExpressConnect Authentication System
Web Page for
End-User Registration
Administration Web Page
Roam
Svr
Redundant
iPass RoamServers
VPN
Firewall
iPass hosted
AAA Server
with LDAP Directory
iPass
ExpressConnect
Web Server
INTERNET

10. iPassConnect Service Interface
- Requirements
- Connectivity Options
- Features
- Services

11. System Requirements System Requirements Operating System Browser Color
Windows 98 SE
Windows ME
Windows NT 4.0 SP6
Windows 2000
Windows XP (Home or Pro)
Browser
Internet Explorer 5.01 or higher
Color
16-bit or higher
The iPass client software system requirements for PC’s are Windows ’95 or greater – non-supporting OS systems are virtually not an issue. Win NT users should run at least Service Pack 3 or better.
The iPC is a thin client requiring between 300 KB to MB of memory depending on the customer settings. The bottom line is that if the user has enough memory to run Windows 2000, they will have enough memory to run the iPC.
The customer chooses the medium in which users connect to the Internet. There are 5 options:
Modem – 19,000+ POP’s worldwide
ISDN when available
PHS – Personal Handyphone System available only in Japan PHS is a set of specifications that define the cellular mobile phone networks in that country. PHS can be contrasted with CDMA2000, GSM, etc. One of the major differences between PHS and CMDA2000 is that PHS is it based on a microcell architecture.
3) Wireless Broadband – must support the b wireless standard. WEP must be disabled to run Wi-Fi on the IPC
4) Wired Broadband – Will need a 10/100 Ethernet card and the proper adapters (dongel)

12. iPassConnect Features
Customized Corporate Profile
Remote software updates
Single interface for all connection options
Analog modem
ISDN
PHS (Personal Handiphone System
Wired Broadband (Ethernet)
Wireless Broadband (802.11)
Timeouts
Session Limit = 230 minutes with 10 minute warning
Automatic phone book updates
Weekly Delta on Friday, 50 KB Compressed on average
Intelligent Dialing
7-digit, 10-digit and 11-digit dialing in the United States
Recognize specific international rules
Local Number Lookup in the United States
The iPass Service Interface is designed to give users an easy, low-input and similar connection to the Internet – no matter where they are, and how they are attempting to gain access.
One Click VPN Integration - The iPC supports integration with several leading firewalls. Companies have a choice as to how seamless they want their VPN integration to be.
SQM - iPass performs Service Quality Management on every connection attempt made by users. iPass uses this information to ensure proper service levels are being maintained. iPass can also separate and organize information pulled from SQM and deliver it to customers on-line through Intelligent On-Line Quality (IOQ)
Custom Corporate Profiles - iPass offers over 20 different ways for companied to customize their iPC to suit their individual needs
Remote Software Updates - The iPC only needs to be physically loaded onto the users system one time. After the initial setup, all updates can be made over the Internet when users log on. Updates can be ‘Opt-in” or required. This means that companies will only need to support one version of the iPC at a time.
Auto Phone Book Updates – POP information changes on a regular basis, so iPass refreshes the POP information on the users Service Interface on a regular basis. Users will always have up-to-date connection information.
Intelligent Dialing - The iPC will detect when special dial rules are in place – ie: Area Code must be dialed for local number, or country code must be dialed for international dialing.

13. iPassConnect Getting Started
- Launching the Service
- Updating the Service

14. Launching iPassConnect
The iPassConnect 3.x application loads on start-up and is always running in the back round
Can be accessed from the system tray
Allows for Auto detection of wireless networks
Allows a user to logon to the network without logging onto the computer
Users launch iPC from the Desktop, START Menu, or System Tray

15. General Connection Settings

16. Update iPassConnect
Phonebook and software updates can be executed at anytime
From the “Settings” menu
The last Phonebook update date and time will be displayed
“Right-click” the iPass icon in the system tray

17. iPassConnect Dial Connectivity
- Target by Location or Number
- Connect using Dial Services
- 800 Number Options
- Dial Properties

18. Dial Connectivity Services

19. Locating Numbers

20. Closest Number Lookup

21. Locating 800 Numbers

22. Locating 800 Numbers with Closest Number Lookup

23. All Cities Numbers

24. ISDN Numbers

25. PHS Numbers

26. Dial Properties

27. Dial Connection Settings
Internal modem will be detected and displayed by iPC
Redial Settings
Auto Redial attempts are set to zero
Users can change
iPass offers redundant dial Access Points in over 90% available locations
Smart Redial
automatically dials each Access Point in a targeted location until a connection is made

28. Setting Bookmarks Bookmark Dial Properties can be
adjusted by location and venue

29. Connecting to Bookmarks
Bookmarks are available from
The Drop-Down Menu, the Phonebook
or the System Tray
iPass Connect does not need
to be opened to access
bookmarks from the system tray

30. Troubleshooting the iPass Service - Dial
End User dial issues to identify
Modem not plugged in, phone line already in use
Hardware issues (Faulty equipment, bad driver, hardware conflict)
Missing or corrupt protocol or Networking Component
Typo in user ID or password (CAPS LOCK on)
Missing or wrong PBX digit for outside line / enabled when not needed
Dialer set to disable call waiting on a line with no call waiting
User changing script files, or manually entering digits into dial string
End user system does not meet system requirements
Incorrect location settings
Not letting the phonebook update - attempting to use a disabled number
Attempting to test POP’s over international phone lines
Common end-user issues

31. iPassConnect Broadband Connectivity
- Home Broadband
- Wired Connectivity
- Wireless Connectivity

32. Home Broadband Services
Allows users to connect to systems through their home broadband services
DSL
Cable Modems
Provides a consistent connection interface to all users
Automates VPN and PFW policy enforcement
Always appears in the Phonebook partition
Prompts for iPass user credentials by default

33. Wired Broadband Services
Allows users Ethernet connectivity without Out-of-pocket expenses
Commonly used for Hotel Room Connectivity
Users locate venues with the “Information Icon”
Users should always carry Ethernet cables with them to avoid high rental charges from hotels

34. iPass Broadband Locations targeted at www.ipass.com

35. Troubleshooting Wired Broadband Service–Hotel Connectivity
iPC offers high speed access in over 100,000 hotels across the world. Most hotels offer high-speed Internet by retro-fitting their rooms with a “brick” a device that allows HS Internet through the existing communication lines in the hotel. (much like a specialized DSL service just for hotels)
The brick is an electrical device that connects all the communication in a room together. It is on 24/7 and is used infrequently. If users cannot connect using this system the helpdesk should instruct them to power-cycle it. Find the plug to the brick and disconnect it for 5 minutes. Plug it back in – wait one more minute and then attempt to connect again. This will solve the problem most of the time. Detailed info on this is found in the troubleshooting guide
Make sure that the hotel is on the iPass alliance. Remember, if the HS system will not work, the user can still connect through dial up.
POWER CYCLING A BRICK
If all the above components are correctly connected, and the user is still unable to connect, try the following steps:
1)  Disconnect the power plug from the A/C outlet in the wall
2)  Wait 60 seconds or more  
3)  Plug the power back in
4) Release and renew the IP address assignment
Broadband Error (401)

36. Wireless Broadband Services
Automatic Wireless Network Detection
Automatic Wireless NIC configuration
Personal Wireless Access Points

37. Automatic Wireless Network Detection
How does it work?
iPassConnect includes drivers in the installation
Windows NT
Windows 2000/XP
Windows 98SE/ME
iPC Drivers will auto-detect Any Broadcasting Wi-Fi network
3.x Drivers are NDIS 5.1-compliant
3.x Drivers include 802.1x capabilities
Which Wi-Fi networks will be displayed?
Any iPass-enabled hotspot
Any customer specific hotspot
Any Wi-Fi network entered by the user
Personal wireless settings tab
No other Wi-Fi networks are displayed
iPass “Enterprise Ready” Hotspots feature multiple layers of security

38. Wireless Access Points
The Generic Interface Specification (GIS)
Wireless Access Points
Connect users to the “wired” network
GIS Adopters currently include:
Cisco, Nomadix,
Aptilo, Toshiba,
Nokia, Pronto,
AntLabs, Service Factory
Access Gateway
Connection to the Network
(LAN or Internet)
GIS is located Here
Authentication onto the network takes place at the Access Gateway
GIS is a hardware Spec that resides in the Access gateway and allows for secure transmission of credentials from the Client – through the Access point – to the Access gateway
Security is 128-bit SSL Encryption
Hardware manufactures must integrate GIS into their products for the system to work
GIS addresses a security gap that will eventually be addresses by the specification
iPass expects the life cycle of GIS to be 2-4 years depending on the adoption of 802.1x and the upgrade of existing authentication infrastructures
Laptop with iPascConnect
Ease of Use
Common user experience
Directory for locating access points
Automatic network detection
Zero configuration
Connections to other types of networks

39. Automatic Wireless Detection

40. Wireless – Connection Settings
Device Settings
Select Wireless Device
Power mode
Ability to SET Personal Wireless Settings
Allows Users to set Auto-Detection of their home Wireless router
Create a Personal SSID
Set WEP Type and Key
This WEP Key will be automatically disabled upon detection of a public hotspot

41. Personal Wireless Access Point

42. Troubleshooting iPassConnect – Wi-Fi
Ensure that the user has their Wi-Fi card properly installed, and active
Not showing conflict/problem in Device Manager
Instruct the user to completely close iPassConnect - including System Tray icon
Double-check that their Wi-Fi card is properly installed, recognized by their system, and turned on, and then have them re-launch iPassConnect
Ensure the user is trying to connect via the “Available Wireless Network”
Not an entry for another location under the Wireless section
Inquire if the user has an “on-board”, or built-in Wi-Fi adapter
The adapter may take a while time to activate once turned on
Turning the adapter on and then rebooting should resolve this problem
Is the user running Personal Firewall software?
It is possible that their PFW is blocking the connection.
Many PFW’s will see the connection attempt as a TCP Port Probe and block the connection
Notes:

43. - Support Responsibilities - Fault Isolation - Troubleshooting Tips
End User Support
- Support Responsibilities
- Fault Isolation
- Troubleshooting Tips
Now that we have discussed how the iPass system works we want to take a closer look at the features of the iPass connect

44. iPass Support Structure
Help Desk to Help Desk Only
No direct end user support
iPass cannot identify End-Users
User calls the Help desk for Technical Support
To determine and solve non-iPass issues
User Configuration
Corporate Network
Corporate Help Desk contacts iPass Customer Care
To determine and solve iPass issues
Network Provider Issues
Transaction to Roam Server issues
The iPass infrastructure is designed to integrate and run off of a companies existing LAN and authentication systems. Companies need to make few changes to their own infrastructure to incorporate the iPass solution.
iPass support does not extend to end users. Direct end user support falls to the companies own help desk. This is due mainly to the fact that iPass has no access to a companies authentication database. We cannot troubleshoot end-user accounts when we have no access to their username and database.
When the user has an issue they are going to call the Helpdesk – your iPC is programmed with the number for the helpdesk in the Help menu. You are going to identify the issue as a problem with 1 of 4 possible areas, and use the trouble shooting guide to assist the user.
One of the first items of business is to determine if an issue is iPass related or non iPass related (user ISP or corporate LAN issue)
General issues include:
Configuration Issues – Is the user connecting correctly – plug in the right place, dial properties set correctly, using the proper connection media – almost all issues are isolated to this area.
Corporate Network Issues – is your LAN experiencing any issues, Are there problems with your corporate Roam Server or your AAA server
ISP/Provider problems – Is one number not working? Can you connect using the next number on the list? iPass will identify issues with an ISP on our network and work with them to correct the issues
The iPass customer care team will speak directly to end users, however those conversations will need to be routed through you help desk

45. Fault Isolation
Identify the problem through the process of Elimination
User
Network Provider
iPass ExpressConnect Infrastructure
iPass
Employ iPass Troubleshooting tools
Customer Care section of the iPass Portal
FAQ’s
Network status page
RoamServer Testing
iPass Knowledge Base
The key to fault isolation on the iPC is to look for and identify patterns.
Identify user problems – NO number will work, work through the typical end-user issues, have them open their dial history, look to see if they have connected – if not, they have not then you have isolated the issue to the user. Find out if there is an error code listed – if there is look to the Troubleshooting guide to see what the problem is, and how to confront it.
Identify Provider problems – As there are many providers in the iPass alliance, if one number does not work – the next number down should – have the user try the next number down. Through SQM iPass automatically identifies ISP issues, and we begin troubleshooting them behind the scenes. If no numbers work the issue is generally either with the end user or the your local LAN
Identify Corporate LAN problems – Look for the pattern. If there is a problem with you local LAN – you yourself my see an issue, and all of you users will not be able to connect at once – your call volume will jump immediately. You can use the Roam Server test tool form the iPass website to isolate issues with your LAN – we will discuss exactly how in a few moments.
Identify iPass problems – This will be an extremely rare occurrence (to date it has not happened) as a true iPass issue can only happen at the Transaction server level. There are 6 (soon to be 8) Transaction Servers. They are load balanced and redundant to each other. So when one fails all requests are re-directed to the next TS down the line until the problem TS is back up.
iPass has developed tools that allow client customers to be as independent as possible when troubleshooting the service. These tools include a customized webpage for your company that allows you to investigate any known ISP or networking issues, as well as Roam Server issues.

46. Connection Log
Allows for easy and fast end-user trouble shooting of the iPass Connect Service Interface
To access Connection Log
Click the Help Menu
Select Dial History
Information contained
User ID and Domain
Dial start time
Exact Number Dialed
Modem Connect Time
Profile ID
Error Code
Session Length
Access Type
Error Message
Recommendation to resolve

47. Most Common Errors N/A -103 680 691 676 678 718 Connection Successful
Connection Successful
N/A
-103
User Cancelled Operation
This error is caused by the user clicking cancel before the connection can be made. Often times the user will hear a problem, (i.e. a recording or busy signal indicating improperly configured Dial Properties), and click cancel. The user may be impatient, instruct the user to try again, and this time allow the dialer to either connect successfully, or report a more useful error code.
680
There is no dial tone
Make sure the phone line is plugged into the correct socket in the modem. Also, make sure you've added any special access numbers, such as the prefix 9 followed by a comma, to connect to an outside line. For example: 9,
691
Access denied because username and/or password is invalid on the domain
Type your user name, password, and domain. If you are unsure of this information, ask your system administrator. If you do not specify a domain, the Remote Access server attempts to verify your user name and password on the domain of which it is a member.
676
The Line is Busy
Redial the number. Automate redialing through the User Preferences Dialing tab. See Redial Settings.
678
There is no Answer
A modem did not pick up the phone. Please check the number and dial again.
718
Timed out waiting for a valid response from the remote PPP peer
A PPP conversation was started, but was terminated because the remote computer did not respond within an appropriate time. This can be caused by poor line quality or by a problem at the server

48. Most Common Errors – Cont.
629
The data link was terminated by the remote machine
The link has been disconnected for one of the following reasons: ) An Unrecoverable Line ) A noisy line ) Disconeection by the system administrator ) A conflict in configuration parameters between the client and the remote computer.
To re-establish the link, verify that the authentication, encryption, and DNS parameters defined in the Dial-Up Networking phonebook entry match those that are configured on the remote computer. If the remote computer cannot authenticate the client, the connection will be terminated. Also, try lowering your modem speed. See Setting Modem Features. You can enable automatic redialing through the User Preferences Dialing tab See Redial Settings
619
The port is disconnected
Most likely, your network configuration is wrong. Restart your computer to make sure that all recent configuration changes have taken effect. If the problem persists, consult the Windows NT event log for detailed warnings.
-104
NAS did not respond
This error indicates that there was not a modem answer on the other end. This error is usually caused by misconfigured Dial Properties, (i.e. a missing or incorrect PBX digit for an outside line). It is also possible that there is a problem at the provider, but much less likely than incorrectly configured Dial Properties.

49. iPass Customer Care - On-Line Tools and Services
- Contacting iPass Customer Care
- Ticket Prioritization
Now that we have discussed how the iPass system works we want to take a closer look at the features of the iPass connect Service Interface

50. iPass Online Support Services
Click Here
iPass trouble shooting and information tools are centrally located at the iPass website – Look for the “Login” link on the menu tree and click.

51. Login Screen
Users Must Have a
registered Company ID

52. Web-Enabled Customer Information

53. iPass Customer Care Page
The Customer Care site gives you access to:
FAQ’s – Lists answers and resolution to about 80% of the problems reported by iPass users
IOQ – Intelligent Online Quality – This Opt in tool gives companies specific and organized details on the usage of their specific iPass Service Interface. This area will be discussed a little more in a few minutes
The iPass SOS (Support Online System) allows you to open a trouble ticket on-line, and check the status of a current ticket
Network Status Pages – Allows you to check the status of your RoamServer (more on that in a minute) lists all of the POP’s on the iPass alliance in PDF of XL format (so that you can sort by area). Network Status also gives the Help Desk Current Network Status, Service alerts, a list of “In country only” Access Points, and an assortment of helpful hints for using the iPC in different regions and on different platforms
Service Interface Profile Viewer – An up to date list of your iPC options and features for both Windows and MAC users
The iPass Customer Support Policy – For any questions you have regarding support issues - Technical, Network, Billing or other areas
Unauthorized Roaming Access – Information on how to prevent someone from stealing your companies access
Click Here

54. Knowledge Base
The Knowledge base is available under Customer Care -> Knowledge Base
Enter key words, error code, or name -RoamServer, No Dial Tone, Error 680,
You can further specify the category, product or Operating System, or leave them at the default of Any

55. iPass Network Status Page
User = Connection Log
Provider = Service Alerts
LAN = Roam Server Test Tool
Notes:

56. Service Alerts

57. RoamServer Testing Executes a Test of the Service
- iPass Transaction Server Through
- Corporate Firewall To
- RoamServer To
- Authentication Server
And Back
Notes:

58. RoamServer Testing Results
Notes:
If the status is ever
anything but “Status = accept”
call iPass Customer Care
immediately as a
Severity 1 error has occurred

59. iPass Escalation Process
Two Options for communication with iPass Customer Care
Via Telephone for Severity 1 issues
Inside the USA: , option 1
Outside the USA: , option 1
Inside Europe:
Via iPass.com SOS form for Severity 2 & 3 issues
iPass Portal – SOS Link
Immediate review by iPass upon receipt
“Remedy” Trouble Ticket system
Trouble Ticket is automatically generated
iPass troubleshoots and resolves the issue
Resolution information will be sent from iPass when the ticket is closed
Notes:

60. Prioritization by Severity Level
Severity 1 – High – 15 Minute Maximum Response Time
RoamServer or NetServer is down
Any problem that prevents all users from connecting to the service
ExpressConnect Managed Services, ExpressConnect User Management and blocking of restricted access countries
Severity 2 – Medium – 8 Hour Maximum Response Time
User community is experiencing difficulty connecting to Remote Access Points
RoamServer or NetServer configuration requests
Problems with daily CDRs and problems that relate to the content of the iPass website or Customer’s ability to access it
Severity 3 – Low – 12 Hour Maximum Response Time
Problems that affect limited numbers of users, or any question or service request
Includes Corporate Profile Change Requests Billing questions, Documentation Requests, or General Questions
Notes:

61. The “SOS” Link

62. SOS Ticketing System
Notes:

63. Opening a New Ticket
Notes:

64. Adding To The Work Log
Enter the information you wish to add to the ticket, (i.e. if further troubleshooting turns up information that may be of use in troubleshooting, or if you manage to resolve the issue, and wish to close the ticket)
Click Submit when you have entered the additional information
Notes:

65. Intelligent On-Line Quality - iOQ
- Logging-On
- Welcome Screen
- iOQ Analysis
Now that we have discussed how the iPass system works we want to take a closer look at the features of the iPass connect Service Interface

66. What is iOQ?
iOQ™ is an online tool that provides access to user connection data
Data is generated when a user initiates a connection attempt
Data is automatically uploaded when a user successfully connects through the iPass Global Virtual Network
Data Storage
Information is uploaded into iOQ within 15 minutes of a successful user connection
Information is stored in iOQ for 6 months
Reports can be run across any 30-day period with the 6-month timeframe
The data allows Help Desk personnel to gain perspective on usage across their entire user base
iOQ can quickly identify issues occurring across the user base

67. Intelligent Online Quality - Launch
Notes:

68. iOQ Welcome Screen
Notes:

69. IOQ Welcome Screen Details
Metrics on number of Users, Sessions, Errors and
Success Rates for Today, and 7 day average
Notes:
Details the number of users & sessions over 7 days

70. IOQ Welcome Screen Details – Cont.
Graph details the
categorization of
errors received by
users over the past 7 days
Top-10 users who are
experiencing the most
difficulty connecting
- likely candidates
for further training
Notes:

71. Exception Report
The Exception report will identify those users experiencing the most difficulty in connecting.
To run the report, enter the search criteria --
Number of attempts, “Success Rate less than”, and Date Range
Notes:

72. End User Assistance Report
Notes:
The End User Assistance report will allow you to examine an individual user’s attempt history for a specified time period. (maximum 31 day range)
Enter the username; the date range - Month, Week, Day

73. End User Assistance Report Cont.
Notes:

74. User Error Report
Notes:
The User Error Report will list the errors received by your roaming users listed by frequency of occurrence.
Allows you to track the types of issues experienced, and create training or other programs to proactively address the issues that affect your roaming community

75. End User Session Summary
Notes:
The End User Session Summary report will list the
countries in which you have had access in any given month,
how many active users, and how many sessions

76. End User Session Summary – Cont.
Notes:

77. Access Point Status Report
Notes:
The Access Point Status report will indicate the health
of any iPass Modem, ISDN or PHS Access Point
Data for the Day Week and Month will reflect all iPass usage over that timeframe. Clicking on the individual links will show users from your company who have accessed the Access Point over that time frame

78. Help Desk Review…
iPassConnect securely connects users to their enterprise using current infrastructure
Key components include the Net Server (at the ISP), the Transaction Server (Redundant across the web) and the Roam Server (on the LAN)
iPass Connect supports several Windows versions, and allows users access through several connection media
All connection attempts are recorded – technicians should examine Connection Log to begin troubleshooting a user issue
The Issues can be isolated by examining 3 general areas;
User, The Provider and The Corporation
iPass Customer care is available 24/7/365 and can be contacted via telephone or the web depending on the severity of the issue
iOQ provides Recent and Historical perspective on corporate usage

79. iPass Help Desk Training
Q U E S T I O N S -and- A N S W E R S
Notes: