FAQ

Q: How does the Remote360 help my business?

A: Mobilization empowers employees by giving them access to messaging and other enterprise systems in the palm of their hand. It allows employees to be more productive by keeping them connected to the enterprise, regardless of whether they are at their desks or on their personal computers. However, without the ability to remotely resolve mobile issues, an organization’s ability to work remotely is still restricted by being tied down to in-person visits to have their IT issues resolved. Remote360 allows an organization to have their BlackBerry issues resolved on the go.

Q: Is the Remote360 for my company?

A: Remote360 is best suited for the following:

• Any company with an existing deployment of BlackBerry devices
• Any company with one or more existing BES
• Any company having difficulty with their BES or mobile devices
• Any company considering mobilizing their workforce yet has concerns regarding support
• Any company with a mobile workforce

Q: What are the Remote360 components?

A: The Remote360 product is composed of three key components:

• Remote360 Server - A central server that functions as the hub for device connections and administration console data retrieval.
• Remote360 Connector - A lightweight BlackBerry application that allows a device to be remotely operated.
• Remote360 Administration Console - The web-based user interface with which an administrator selects, connects, and operates a BlackBerry device

Q: How do the components work?

A: Basic Architecture Walkthrough:

1. The Remote360 Connector is deployed to an organization’s BlackBerry devices via the BlackBerry Enterprise Server and BlackBerry Manager.
2. A member of the IT Help Desk/Mobile Support staff accesses the Remote360 Admin Console via a web browser.
3. The Remote360 Admin Console user selects a user from a list of Remote360-enabled devices queried from the BES domain’s database.
4. Selecting the user initiates a "push" message to the selected device.
5. Receiving the message, the Remote360 Connector on the device alerts the device’s user that the Admin Console user is attempting to start a Remote360 Session.
6. After accepting the session request, the Remote360 Connector initiates a connection to the Remote360 Server via one of the following options:
   • A MDS connection through the BES server (encrypted by BlackBerry’s built-in AES encryption mechanism).
   • A direct TCP connection (encrypted by Remote360’s PSK/AES Encryption) bypassing the BES and RIM infrastructure for greater performance.
   • A Wi-Fi connection (encrypted by Remote360’s PSK/ AES Encryption) bypassing the mobile carrier’s network altogether.
7. Once the mobile device is connected, the Remote360 Admin Console user can begin interacting with the mobile device through the web interface.
8. The Remote360 Server routes data messages to and from the Remote360 Administration Console and the Remote360 Connector.