HP Remote Device Access Software - Manual (Page 5)

Chapter 1: About iCAS
The Instant Customer Access Server (iCAS) is a lightweight connection tool that allows an HP support
agent to quickly and securely connect to customers' equipment. The customer runs the iCAS as a
browser plug-in on any Windows or Linux computer that has network connectivity to the device for which
the customer needs support.
Understand the Meet at the Middle Model
Instead of HP making an outbound connection to the customer network, the customer initiates an inbound
connection to HP from their network. The HP support agent "meets" this connection on the HP network
and uses it to connect to the devices on the customer network. The key differences between the Meet at
the Middle paradigm and previous RDA approaches are:
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The customer initiates the connection from their network to HP.
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The customer does not need to open their network to incoming traffic from HP.
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The customer can quickly set up these connections through a simple software installation to their
browser which requires minimal configuration.
The Meet at the Middle solution requires four main components to work:
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The Instant RAP (iRAP) browser plug-in used by the HP support agent.
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The Instant CAS (iCAS) browser plug-in used by the customer.
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A Meet at the Middle server called the Remote Access Midway Server (RAMS).
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A connection key given to the customer by the HP support agent to initiate a connection.
iCAS Overview
An HP support agent can assist a customer from the agent's desktop by running diagnostic tools and
troubleshooting issues within minutes, avoiding the need for costly onsite travel and lengthy equipment
setup. The workflow below outlines how a customer can work with an HP support agent using iCAS:
1. The customer contacts HP for support. HP and the customer decide to use the iCAS for remote
support.
The Generate a Session Key screen appears.
Page 5 of 15 HP Remote Device Access 8.1: iCAS User Guide