Nortel Networks NN44200-700 RAS dial-up required to establish RDC, Double-Hop remote control

124Chapter 5 Routing and remote access troubleshooting

There is no way to send the CTRL-ALT-DEL key combination. If you need to reboot the CallPilot server, use Start → Shutdown.

To disconnect, log out from the NGenDist session. Logging out closes any programs you started and terminates the Remote Desktop Client. You can then hang up the RAS connection.

RAS dial-up required to establish RDC

Unfortunately, it is not possible to use Remote Desktop directly through a modem. RAS dial-in must be working for this form of remote access to work.

Double-Hop remote control

A common support scenario is for one technician to dial in to a customer’s CallPilot server, then another technician controls the first technician’s computer (for example, by intranet or VPN), thereby gaining access to the dial-up remote control session on CallPilot. For this operation to work, the intermediate computer’s Dial-Up Networking TCP/IP Settings must have the setting Use default gateway on remote network unchecked.

Step Action

1Double-click the Dial-up Networking connection icon in the system tray.

2The Status window appears.

3Click the Properties button and then select the Networking tab. Result: The RAS Dialout Properties, Networking window appears.

4Highlight the Internet Protocol (TCP/IP) component and click the Properties button. Do not un-check Internet Protocol (TCP/IP).

Result: the Internet Protocol (TCP/IP) Properties window appears.

5Click the Advanced button.

Result: The Advanced TCP/IP Settings screen appears.

Nortel CallPilot

Troubleshooting Reference Guide

NN44200-700 01.05 Standard

5.026 June 2007

Copyright © 2007, Nortel Networks