SonicWALL Sleep Apnea Machine SSL VPN 5.5 User Manual

SonicWALL SRA SSL VPN 5.5User’s GuideSonicWALL Secure Remote Access Appliances

Browser Requirements10SonicWALL SSL VPN 5.5 User Guide• Using the NetExtender SSL VPN client – The SonicWALL SSL VPN network extension client, NetExte

Using Virtual Assist100SonicWALL SSL VPN 5.5 User GuideStep 2 The first time you launch Virtual Assist, you will be prompted to allow the Virtual Assi

Using Virtual Assist101SonicWALL SSL VPN 5.5 User GuideStep 5 The list of Available Portals is displayed. To connect to a specific portal, select it a

Using Virtual Assist102SonicWALL SSL VPN 5.5 User GuideStep 9 The Virtual Assist queue window provides two options:• Click Add information to provide

Using Virtual Assist103SonicWALL SSL VPN 5.5 User GuideInitiating Virtual Assist on a Linux ClientNote SonicWALL Virtual Assist is fully tested on the

Using Virtual Assist104SonicWALL SSL VPN 5.5 User GuideStep 3 Optionally, you can enter your name and a summary of your issue and click Request Suppor

Using Virtual Assist105SonicWALL SSL VPN 5.5 User GuideStep 7 You may be prompted to enter an Assistance Code.Step 8 You may be prompted to read and a

Using Virtual Assist106SonicWALL SSL VPN 5.5 User GuideStep 11 When the technician initiates the session, the Virtual Assist toolbar appears in the bo

Using Virtual Assist107SonicWALL SSL VPN 5.5 User GuideChanging the Virtual Assist Level of Control There are three levels of control that a customer

Using Virtual Assist108SonicWALL SSL VPN 5.5 User GuideUsing Virtual Assist in Unattended ModeNote Unattended Mode is supported only on Windows client

Using Virtual Assist109SonicWALL SSL VPN 5.5 User GuideStep 2 A file should download with parameters to install the VASAC.exe file that will provide t

Browser Requirements11SonicWALL SSL VPN 5.5 User GuideThe following table provides specific browser requirements.To configure SonicOS SSL VPN firmware

Using File Shares110SonicWALL SSL VPN 5.5 User GuideAn administrator can forcibly remove a system from the queue. If this occurs, the Virtual Access s

Using File Shares111SonicWALL SSL VPN 5.5 User GuideUsing the File Shares Applet The File Shares Applet has a similar look and feel to the Windows Exp

Using File Shares112SonicWALL SSL VPN 5.5 User GuideStep 3 Click the New Bookmark tab in the portal page.Step 4 The Add Bookmark screen displays. Ente

Using File Shares113SonicWALL SSL VPN 5.5 User GuideBookmark serve as useful shortcuts to quickly access different network locations. Bookmarks can al

Using File Shares114SonicWALL SSL VPN 5.5 User GuideThe File Shares Applet displays.Note The File Shares Applet window will not automatically refresh

Using File Shares115SonicWALL SSL VPN 5.5 User GuideNote The File Shares Applet supports overwriting existing files. If a file exists with the same na

Using File Shares116SonicWALL SSL VPN 5.5 User Guide• Copy: Copies the selected file(s)/folder(s) to the location of the remote window. Clicking this

Using File Shares117SonicWALL SSL VPN 5.5 User GuideStep 3 To navigate the remote window, double click on a visible computer, or input the name in the

Using File Shares118SonicWALL SSL VPN 5.5 User GuideStep 6 Enter a name for the new bookmark in the New Bookmark window that displays. Step 7 Click OK

Using File Shares119SonicWALL SSL VPN 5.5 User GuideStep 3 Once loaded, click book mark to load the desired file or folder.Moving Files and FoldersThe

Web Management Interface Overview12SonicWALL SSL VPN 5.5 User GuideWeb Management Interface OverviewFrom your workstation at your remote location, lau

Using File Shares120SonicWALL SSL VPN 5.5 User GuideNote The item still exists on the remote machine. To initiate a move, not a copy, you must use the

Using File Shares121SonicWALL SSL VPN 5.5 User GuideStep 6 Once the file or folder has been deleted, the File Shares Applet will automatically refresh

Using File Shares122SonicWALL SSL VPN 5.5 User GuideLaunching a File Directly from the File Shares AppletFiles can be launched from within the File Sh

Using File Shares123SonicWALL SSL VPN 5.5 User GuideThe file’s properties will be displayed in a separate window.Step 3 To open the file, double-click

Using File Shares124SonicWALL SSL VPN 5.5 User GuideStep 4 Then select the bookmark, either from the portal or from the bookmark tab in the toolbar.No

Using File Shares125SonicWALL SSL VPN 5.5 User GuideUsing HTML-Based File SharesFile shares provide remote users with a secure Web interface to Micros

Using File Shares126SonicWALL SSL VPN 5.5 User GuideStep 5 Type a valid username in the User Name field and a valid password in the Password field and

Managing Bookmarks127SonicWALL SSL VPN 5.5 User GuideStep 7 You can now navigate the folders and files in the File Share as you would through Windows

Managing Bookmarks128SonicWALL SSL VPN 5.5 User GuideAdding BookmarksBookmarks provide a convenient way for you to access Web, FTP, or other services

Managing Bookmarks129SonicWALL SSL VPN 5.5 User GuideStep 2 In the Add Bookmark screen, enter a descriptive name in the Bookmark Name field.Step 3 Ent

Web Management Interface Overview13SonicWALL SSL VPN 5.5 User GuideLogging in as a user takes you directly to Virtual Office. The Virtual Office Home

Managing Bookmarks130SonicWALL SSL VPN 5.5 User GuideOnce the configuration has been updated, the new bookmark will be displayed in the Virtual Office

Managing Bookmarks131SonicWALL SSL VPN 5.5 User GuideStep 4 Continue to configure the RDP ActiveX or Java Bookmark as follows:Option UsageScreen Size

Managing Bookmarks132SonicWALL SSL VPN 5.5 User GuideTip The ActiveX client is only supported on the Internet Explorer browser, while the Java client

Managing Bookmarks133SonicWALL SSL VPN 5.5 User GuideStep 2 Type cmd to open the command interpreter and click OK.Step 3 Type ipconfig. The IP address

Using Bookmarks134SonicWALL SSL VPN 5.5 User GuideSSHv2 BookmarksFor SSHv2 bookmarks, you must have SUN JRE 1.6.0_10 or higher and must be connecting

Using Bookmarks135SonicWALL SSL VPN 5.5 User Guide• “Using Telnet Bookmarks” section on page 143• “Using SSHv1 Bookmarks” section on page 144• “Using

Using Bookmarks136SonicWALL SSL VPN 5.5 User GuideTip To terminate your remote desktop session, be sure to log off from the Terminal Server session. I

Using Bookmarks137SonicWALL SSL VPN 5.5 User GuideStep 3 A window is displayed indicating that the Remote Desktop Client is loading. The remote deskto

Using Bookmarks138SonicWALL SSL VPN 5.5 User GuideUsing VNC BookmarksStep 1 Click the VNC bookmark. The following window is displayed while the VNC cl

Using Bookmarks139SonicWALL SSL VPN 5.5 User GuideTable 3 describes the options that can be configured for VNC.Table 3 VNC OptionsOption Default Descr

Web Management Interface Overview14SonicWALL SSL VPN 5.5 User GuideThe Virtual Office consists of the nodes described in the following table. Node Des

Using Bookmarks140SonicWALL SSL VPN 5.5 User GuideUsing FTP BookmarksNote FTP bookmarks can use a port designation if the service is not running on th

Using Bookmarks141SonicWALL SSL VPN 5.5 User GuideStep 3 Click Submit. An FTP session displays..Step 4 You can use the following utilities in the FTP

Using Bookmarks142SonicWALL SSL VPN 5.5 User GuideDownloading FilesTo download a file, perform the following:Step 1 Click Download Files in the naviga

Using Bookmarks143SonicWALL SSL VPN 5.5 User GuideStep 2 The current directory is displayed in the Upload files to: field. To navigate to a different

Using Bookmarks144SonicWALL SSL VPN 5.5 User GuideUsing SSHv1 BookmarksNote SSH bookmarks can use a port designation for servers not running on the de

Using Bookmarks145SonicWALL SSL VPN 5.5 User GuideUsing SSHv2 BookmarksNote SSH bookmarks can use a port designation for servers not running on the de

Using Bookmarks146SonicWALL SSL VPN 5.5 User GuideStep 3 Enter your password and click OK.Step 4 The SSH terminal launches in a new screen.Using Web B

Using Bookmarks147SonicWALL SSL VPN 5.5 User GuideHTTP & HTTPS Bookmarks have been tested and verified to support the following web applications:•

Using Bookmarks148SonicWALL SSL VPN 5.5 User GuideStep 3 The Citrix Web Client begins to install. If prompted, click the banner to grant ActiveX contr

Using Bookmarks149SonicWALL SSL VPN 5.5 User GuideStep 6 Click Yes to the Citrix license agreement.Step 7 When the Citrix Web Client has installed, cl

Web Management Interface Overview15SonicWALL SSL VPN 5.5 User GuideThe Home page provides customized content and links to network resources. The Home

Using Bookmarks150SonicWALL SSL VPN 5.5 User GuideStep 9 The Citrix Web Interface home page is displayed. Click on the application you want to use.Ste

Using Bookmarks151SonicWALL SSL VPN 5.5 User GuideStep 3 Click the Log On button. The Citrix Java applet displays. The default applications will displ

Using Bookmarks152SonicWALL SSL VPN 5.5 User GuideStep 8 In the Window Size pulldown menu, select one of the following options:• No preference: Uses t

Using Bookmarks153SonicWALL SSL VPN 5.5 User GuideStep 2 Under Single Sign-On Settings, select Use SSL VPN account credentials to log into bookmarks t

Using Bookmarks154SonicWALL SSL VPN 5.5 User GuideStep 5 To use SSO for the bookmark, select the Automatically log in checkbox and then select one of

Logging Out of the Virtual Office155SonicWALL SSL VPN 5.5 User GuideStep 8 Enter the User name and password for the service.Logging Out of the Virtual

Logging Out of the Virtual Office156SonicWALL SSL VPN 5.5 User GuideTrademarksSonicWALL is a registered trademark of SonicWALL, Inc. Microsoft Windows

©2012SonicWALL,Inc.isaregisteredtrademarkofSonicWALL,Inc.Otherproductnamesmentionedhereinmaybetrademarksand/orregisteredtrademarksoftheirrespectivecom

Web Management Interface Overview16SonicWALL SSL VPN 5.5 User Guide

17SonicWALL SSL VPN 5.5 User Guide Using Virtual Office FeaturesThis chapter provides details on how to use the features in the SonicWALL SSL VPN user

Using Two-Factor Authentication18SonicWALL SSL VPN 5.5 User GuideUsing Two-Factor AuthenticationThe following sections describe how to log in to the S

Using Two-Factor Authentication19SonicWALL SSL VPN 5.5 User GuideLogging into the SSL VPN Virtual Office Using RSA Two-Factor AuthenticationTo log in

Using Two-Factor Authentication20SonicWALL SSL VPN 5.5 User GuideCreating a New PINThe RSA Authentication Manager automatically determines when users

Using Two-Factor Authentication21SonicWALL SSL VPN 5.5 User GuideVASCO Two-Factor User Authentication ProcessThe following sections describe user task

Using Two-Factor Authentication22SonicWALL SSL VPN 5.5 User GuideOther RADIUS Server Two-Factor Authentication ProcessTo log in to the SonicWALL SSL V

Using One-Time Passwords23SonicWALL SSL VPN 5.5 User GuideStep 7 You will then be prompted to “Please enter the M.ID Passcode.” Enter the passcode rec

Using One-Time Passwords24SonicWALL SSL VPN 5.5 User GuideUser Configuration TasksTo use the One-Time Password feature, perform the following steps:St

Using One-Time Passwords25SonicWALL SSL VPN 5.5 User Guide• Nextel: [email protected]• Virgin Mobile: [email protected]• Qwest: 40855

Using NetExtender26SonicWALL SSL VPN 5.5 User GuideUsing NetExtenderThe following sections describe how to use NetExtender:• “User Prerequisites” sect

Using NetExtender27SonicWALL SSL VPN 5.5 User GuidePrerequisites for Linux Clients:Linux 32-bit or 64-bit clients are supported for NetExtender when r

Using NetExtender28SonicWALL SSL VPN 5.5 User GuideNote Only rooted devices are supported for NetExtender Android in SonicWALL SSL VPN.The rooting req

Using NetExtender29SonicWALL SSL VPN 5.5 User GuideWindows Mobile Platform• “Installing and Using NetExtender for Windows Mobile” section on page 59An

iiiSonicWALL SSL VPN 5.5 User GuideTable of ContentsUsing This GuideAbout this Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Using NetExtender30SonicWALL SSL VPN 5.5 User GuideStep 4 The Firefox Software Installation window displays. Click Install to allow Virtual Office to

Using NetExtender31SonicWALL SSL VPN 5.5 User GuideStep 8 When NetExtender completes installing, the NetExtender Status window displays, indicating th

Using NetExtender32SonicWALL SSL VPN 5.5 User GuideInstalling NetExtender Using the Internet Explorer BrowserSonicWALL SSL VPN NetExtender is fully co

Using NetExtender33SonicWALL SSL VPN 5.5 User GuideInstalling NetExtender from Internet ExplorerTo install and launch NetExtender for the first time u

Using NetExtender34SonicWALL SSL VPN 5.5 User GuideStep 7 If an older version of NetExtender is installed on the computer, the NetExtender launcher wi

Using NetExtender35SonicWALL SSL VPN 5.5 User GuideStep 3 The IP address of the last SSL VPN server you connected to is displayed in the SSL VPN Serve

Using NetExtender36SonicWALL SSL VPN 5.5 User GuideStep 2 The Connection Profiles tab displays the SSL VPN connection profiles you have used, includin

Using NetExtender37SonicWALL SSL VPN 5.5 User GuideStep 8 Select Display Connect/Disconnect Tips from the System Tray to have NetExtender display tips

Using NetExtender38SonicWALL SSL VPN 5.5 User GuideNote Enabling this feature may cause connection delays while remote client’s printers and drives ar

Using NetExtender39SonicWALL SSL VPN 5.5 User GuideStep 9 For example, to launch Microsoft Outlook, enter the following command:C:\Program Files\Micro

ivSonicWALL SSL VPN 5.5 User GuideInstalling NetExtender on Android Smartphones. . . . . . . . . . . . . . . . . . . . . . . . .63Using NetExtender on

Using NetExtender40SonicWALL SSL VPN 5.5 User Guide–Use proxy server - Select this option to enter the Address and Port of the proxy server. Optionall

Using NetExtender41SonicWALL SSL VPN 5.5 User GuideConfiguring NetExtender Advanced PropertiesWithin the NetExtender Properties dialog box, click on t

Using NetExtender42SonicWALL SSL VPN 5.5 User GuideViewing the NetExtender LogThe NetExtender log displays information on NetExtender session events.

Using NetExtender43SonicWALL SSL VPN 5.5 User GuideTo filter the log by type of entry, go to Filter > Level and select one of the level categories.

Using NetExtender44SonicWALL SSL VPN 5.5 User GuideNote It may take several minutes for the Debug Log to load. During this time, the Log window will n

Using NetExtender45SonicWALL SSL VPN 5.5 User GuideWhen using releases prior to 2.5, users should periodically launch NetExtender from the SonicWALL V

Using NetExtender46SonicWALL SSL VPN 5.5 User GuideOnce the pin has been accepted, you must wait for the token to change before logging in to NetExten

Using NetExtender47SonicWALL SSL VPN 5.5 User GuideVerifying NetExtender Operation from the System TrayTo view options in the NetExtender system tray,

Using NetExtender48SonicWALL SSL VPN 5.5 User GuideStep 3 Enter NECLI.exe. The NetExtender CLI launches and displays a summary of the available comman

Using NetExtender49SonicWALL SSL VPN 5.5 User GuideInstalling NetExtender on MacOSSonicWALL SSL VPN supports NetExtender on MacOS. To use NetExtender

5SonicWALL SSL VPN 5.5 User GuideUsing This GuideAbout this GuideWelcome to the SonicWALL SSL VPN User’s Guide. This manual is a user's guide. It

Using NetExtender50SonicWALL SSL VPN 5.5 User GuideTo install NetExtender on your MacOS system, perform the following tasks:Step 1 Log in to the Sonic

Using NetExtender51SonicWALL SSL VPN 5.5 User GuideStep 5 When NetExtender is successfully installed and connected, the NetExtender status window disp

Using NetExtender52SonicWALL SSL VPN 5.5 User GuideStep 7 When NetExtender is connected, the NetExtender icon is displayed in the status bar at the to

Using NetExtender53SonicWALL SSL VPN 5.5 User GuideStep 11 To generate a diagnostic report with detailed information on NetExtender performance, go to

Using NetExtender54SonicWALL SSL VPN 5.5 User GuideStep 2 Click the NetExtender button. A pop-up window indicates that you have chosen to open a .tgz

Using NetExtender55SonicWALL SSL VPN 5.5 User GuideStep 4 Enter the cd netExtenderClient/ command.Step 5 Enter su -C “ ./install” to install NetExtend

Using NetExtender56SonicWALL SSL VPN 5.5 User GuideStep 2 The first time you connect, you must enter the SonicWALL SSL VPN server name in the SSL VPN

Using NetExtender57SonicWALL SSL VPN 5.5 User GuideStep 6 To view the NetExtender DNS server information, select the DNS tab in the main NetExtender w

Using NetExtender58SonicWALL SSL VPN 5.5 User GuideStep 9 The Advanced tab of the NetExtender Preferences window provides two additional options:• MTU

Using NetExtender59SonicWALL SSL VPN 5.5 User GuideInstalling and Using NetExtender for Windows MobileSonicWALL SSL VPN now supports NetExtender for t

Guide Conventions6SonicWALL SSL VPN 5.5 User GuideGuide ConventionsThe following conventions used in this guide are as follows:Icons Used in this Manu

Using NetExtender60SonicWALL SSL VPN 5.5 User GuideStep 10 Click Connect. When NetExtender successfully connects, the NetExtender Status window displa

Using NetExtender61SonicWALL SSL VPN 5.5 User Guide• System Settings - Provides several configuration options.–Hide NetExtender when closing window -

Using NetExtender62SonicWALL SSL VPN 5.5 User Guide• Proxy Settings - Provides the ability to manually specify a proxy server.Passwords in NetExtender

Using NetExtender63SonicWALL SSL VPN 5.5 User GuideInstalling NetExtender on Android SmartphonesSonicWALL SSL VPN supports NetExtender on smartphones

Using NetExtender64SonicWALL SSL VPN 5.5 User GuideStep 7 On the Android smartphone, pull down the notifications.Step 8 Tap USB connected to connect t

Using NetExtender65SonicWALL SSL VPN 5.5 User GuideStep 9 Tap Turn on USB storage to prepare for copying the apk installer to the Android smartphone.S

Using NetExtender66SonicWALL SSL VPN 5.5 User GuideUsing NetExtender on Android SmartphonesInstructions for using NetExtender on your Android smartpho

Using NetExtender67SonicWALL SSL VPN 5.5 User GuideStep 2 Tap Connect to accept the default option (Save user name & password) or select a Save...

Using NetExtender68SonicWALL SSL VPN 5.5 User GuideStep 4 If One Time Password is enabled on the SonicWALL SRA appliance, the One Time Password prompt

Using NetExtender69SonicWALL SSL VPN 5.5 User GuideStep 6 If you chose to allow the system to generate the PIN, the display then prompts you to accept

Guide Conventions7SonicWALL SSL VPN 5.5 User GuideSonicWALL Technical SupportFor timely resolution of technical support questions, visit SonicWALL on

Using NetExtender70SonicWALL SSL VPN 5.5 User GuideStep 8 After entering the PIN or creating a new PIN, the Two Factor Authentication process requires

Using NetExtender71SonicWALL SSL VPN 5.5 User GuideStep 11 If the NetExtender service running on the smartphone has a problem or has stopped running,

Using NetExtender72SonicWALL SSL VPN 5.5 User GuideDISCONNECTTo disconnect NetExtender, perform the following steps:Step 1 Pull down the notification

Using NetExtender73SonicWALL SSL VPN 5.5 User GuideChecking Status, Routes, and DNS SettingsWhile NetExtender is connected, you can view status inform

Using NetExtender74SonicWALL SSL VPN 5.5 User GuideStep 3 To view NetExtender routes, tap the Routes tab. The display shows all subnets currently avai

Using NetExtender75SonicWALL SSL VPN 5.5 User GuidePROFILESStep 2 To display the NetExtender Profiles screen, start NetExtender and then press the opt

Using NetExtender76SonicWALL SSL VPN 5.5 User GuideStep 7 To display the Remove this profile, Remove selected profiles, and Remove all profiles option

Using NetExtender77SonicWALL SSL VPN 5.5 User GuidePREFERENCES / PROXY SETTINGSStep 14 To configure NetExtender preferences including proxy and notifi

Using NetExtender78SonicWALL SSL VPN 5.5 User GuideNetExtender Android supports basic authentication using a username and password for proxy servers.

Using NetExtender79SonicWALL SSL VPN 5.5 User GuideStep 2 If you select Yes, the Change password screen is displayed. Type your password into the Curr

Guide Conventions8SonicWALL SSL VPN 5.5 User GuideMore Information on SonicWALL Products Contact SonicWALL, Inc. for information about SonicWALL produ

Using Virtual Assist80SonicWALL SSL VPN 5.5 User GuideRelated DocumentsThe following Technical Notes provide more information on advanced NetExtender

Using Virtual Assist81SonicWALL SSL VPN 5.5 User GuideThere are two sides to a Virtual Assist session: the customer view and the technician view. The

Using Virtual Assist82SonicWALL SSL VPN 5.5 User GuideStep 3 The first time you launch Virtual Assist, you will be prompted to install the Virtual Ass

Using Virtual Assist83SonicWALL SSL VPN 5.5 User GuideConfiguring Virtual Assist SettingsThe Virtual Assist Settings window can be accessed either by

Using Virtual Assist84SonicWALL SSL VPN 5.5 User Guide• Connection Profiles - Displays all of the Virtual Assist connection profiles that have been us

Using Virtual Assist85SonicWALL SSL VPN 5.5 User GuideSelecting a Virtual Assist ModeWhen you first launch Virtual Assist, by default it will be in cu

Using Virtual Assist86SonicWALL SSL VPN 5.5 User GuideLaunching a Virtual Assist Technician SessionTo launch a Virtual Assist technician session to re

Using Virtual Assist87SonicWALL SSL VPN 5.5 User GuideStep 6 The Virtual Assist standalone application launches.The technician is now ready to assist

Using Virtual Assist88SonicWALL SSL VPN 5.5 User GuideInviting Customers by EmailStep 1 To invite a customer to Virtual Assist, use the email invitati

Using Virtual Assist89SonicWALL SSL VPN 5.5 User GuideStep 2 The customer’s entire desktop is displayed in the bottom right window of the Virtual Assi

9SonicWALL SSL VPN 5.5 User GuideVirtual Office OverviewThis chapter provides an overview of the SonicWALL SSL VPN user portal. It also includes an in

Using Virtual Assist90SonicWALL SSL VPN 5.5 User Guide• Trusted/Active - Toggles to the View Only mode, where the technician can view the customer’s c

Using Virtual Assist91SonicWALL SSL VPN 5.5 User Guide• System Info -Displays detailed information about the customer’s computer.• Reboot Customer - R

Using Virtual Assist92SonicWALL SSL VPN 5.5 User GuideUsing Additional Virtual Assist Technician CommandsThe Commands pulldown menu in the top left of

Using Virtual Assist93SonicWALL SSL VPN 5.5 User GuideViewing Virtual Assist Session LogThe Virtual Assist Session Log window can be displayed by clic

Using Virtual Assist94SonicWALL SSL VPN 5.5 User GuideNote When deleting or over-writing files, the customer is warned and must give the technician pe

Using Virtual Assist95SonicWALL SSL VPN 5.5 User GuideInitiating Virtual Assist on a Windows ClientTo launch a Virtual Assist customer session to requ

Using Virtual Assist96SonicWALL SSL VPN 5.5 User GuideStep 2 The first time you launch Virtual Assist, you will be prompted to install the Virtual Ass

Using Virtual Assist97SonicWALL SSL VPN 5.5 User GuideStep 4 You can now launch Virtual Assist either from the Virtual Office window or from a shortcu

Using Virtual Assist98SonicWALL SSL VPN 5.5 User GuideStep 7 The Virtual Assist queue window provides two options:• Click the information to provide t

Using Virtual Assist99SonicWALL SSL VPN 5.5 User GuideInitiating Virtual Assist on a MacOS ClientTo launch a Virtual Assist customer session to reques