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Tang, Nicole Yankelovich, and James "Bo" Begole</b> <h2>Introduction</h2> SharedShell is a terminal program that enables multiple users to interact together even though they may be separated by geographic distance and network firewalls. It is designed in response to observing how customer support engineers or system administrators engage in diagnosing and resolving software problems on remote computers. In the context of Sun's Customer Care Centers (CCCs), SharedShell can be used to provide support engineers shared access to a customer's computer so that they can work together while talking over the telephone to resolve problems on the customer's computer. We will use this context of enabling a support engineer to access a customer's computer to describe how SharedShell works. <p> SharedShell replicates a terminal window of one computer onto other computers which may be in another company (and thus on the other side of one or more network firewalls). For example, if a Sun support engineer is trying to resolve a software problem on a customer's computer over the telephone, they can start a SharedShell conference between them. SharedShell enables the support engineer to see what is happening on the customer's computer, point to items in the terminal window, draw in the window, and even enter commands if the customer permits. <p> <img src="SharedShell-example.gif"><p> <p> Two areas of concern had a strong influence on the design of the SharedShell interface: <ul> <li> access security -- giving the customer confidence and control over the kind of access that can be made to the user's computer through the company's firewall. <li> ease of use -- making the interface easy to use, even for the first time user. </ul> We will work through this support engineer scenario in more detail to explain the main features of SharedShell, and show how we addressed these issues. <h2>Starting a SharedShell Conference</h2> Typically, a customer calls the technical support telephone number and starts describing the problem he's experiencing to a support engineer. Resolving the problem frequently involves having the support engineer dictate arcane UNIX commands to the customer, and having the customer read back output from those commands. Sometimes the user is in a noisy server room, or language accents may be involved that add confusion to the communication. SharedShell is designed as a tool that can be quickly started in the context of a support call to help the support engineer and customer collaborate on solving a problem on the customer's computer. <p> Even if a customer has never run SharedShell before, he can quickly and easily start a SharedShell conference. The support engineer is able to direct the customer to a web page that downloads and starts the SharedShell application. Upon starting SharedShell, the following window and dialog appear on the customer's screen: <p> <img src="SharedShellStart.gif"> <p> Since the customer is allowing access to his computer, he must initiate a SharedShell conference by inviting other people to share his terminal window. When the SharedShell application starts, a Conference dialog appears with the "Invite" tabbed pane selected. The customer may make any desired changes to the Name field (the SharedShell application tries to automatically detect the user's first name). Then he must select the appropriate access permission setting, choosing among the following three options: <p> <ul> <li>View -- allow remote users to see terminal contents <li>Type -- allow remote users to enter, but <i>not</i> execute commands (the customer must press carriage return to execute the command) <li>Execute -- allow remote users to enter <i>and</i> execute commands </ul> <p> Once the customer has made his selections and clicks on "Invite", the Conference dialog is replaced with the Conference ID dialog: <p> <img src="Conference-ID-dialog.gif"> <p> The customer must now read the Conference ID displayed in the dialog aloud to everyone else on the phone. This ID, which helps to ensure that the SharedShell connection remains secure and private, is only valid while this dialog box is open (if accidentally left open, the Conference ID times out after several minutes). In this scenario, when the support engineer on the phone enters the conference ID into the interface, the Conference ID window is updated to indicate the users that have joined the conference: <p> <img src="Conference-ID-dialog-join.gif"> <p> Once the customer detects that support engineer has joined and that there are no unauthorized intruders, he clicks on the "OK" button. All participants in the conference now see a SharedShell terminal window (described later). <P> Working through the scenario on the support engineer's side, she launches a SharedShell or uses an existing SharedShell to bring up a Conference dialog. To connect to the terminal window on the customer's computer, the support engineer clicks on the "Join" tab in the Conference dialog: <p> <img src="Conference-dialog-join.gif"> <p> The support engineer can select what color she wants to use for her telepointer and drawing. At this point, she waits for the customer to read aloud the Conference ID. She enters this number into the "Conference ID" field and clicks on "Join". The Conference dialog disappears and once the customer confirms that the support engineer is the right person to join the conference, he starts the conference. <p> One alternative that SharedShell offers for starting a conference is if the customer wants to work in the terminal before inviting anyone to join a conference. For example, if he is experiencing an intermittent problem, he might want to first get the problem to occur and then call Sun technical support. To do this, after starting SharedShell, the customer would cancel the Conference dialog. At this point, SharedShell becomes active and able to execute UNIX commands, but is not connected with any other remote users. In this active but unconnected mode, SharedShell behaves like an ordinary, single-user terminal window.. <p> Once the customer can re-create the problem, he can call the support engineer and invite her to join a SharedShell conference. When the support engineer joins, she can see the history of commands that the customer executed when he was working on the problem in single-user mode. This allows them to collaboratively review the commands that were executed before the conference was started. <h2> Collaborating in a SharedShell Conference</h2> Once connected to other users, the SharedShell window looks like this: <p> <img src="SharedShell-connected.gif"> <p> A few changes indicate to the participants that the terminal is now shared. In the terminal window itself, a message appears that indicates the time of the connection, the list of participants (in their appropriate colors), and the access permission setting for the conference. Throughout the conference, messages like this one will be printed in the terminal window when: <ul> <li>A new participant joins the conference. <li>A participant leaves the conference. <li>Access permissions are changed. <li>A user changes his or her color. <li>A shell is cloned (explained below). </ul> <p> In the toolbar area of the SharedShell window, the status indicator changes to show that SharedShell is connected to at least one other user. <p> <img src="StatusConnect.gif"> <p> Furthermore, a yellow "share banner" is diplayed to act as a conspicuous visual reminder that the terminal is being shared. <p> <img src="SharedShell-banner.gif"> <p> This banner contains all the functions related to sharing a terminal window. On the left side is a legend with the names of each participant. The arrow by each name indicates the user's color for the current conference. To the right of the legend is an "Access" menu that reflects the current access permissions setting. The menu can be used during a conference to change the current access permissions. <p> Further right in the yellow share banner is a button to send a note to one or more conference participants. Pressing the "Send Note" button will bring up a small note window: <P> <img src="Note-send.gif"> <p> Sending a note is useful when the user wants to send a text message to another participant, but doesn't want it executed as a command in the terminal (e.g., sending a Web URL). By default, notes are sent to all participants in a conference, but the pull-down menu in the "To:" field can be used to select a single user from the list to send a private note (when there are more than two conference participants). When a note is received, an alert bell rings and the note pops up on the recipients' computer screen, as shown below: <p> <img src="Note-receive.gif"> <p> Any URLs included in notes are live; clicking on a URL will open the user's default web browser to the specified web page. In addition, the recipient of a note may send a reply, either to the sender or to all conference participants. <p> The last item in the share banner is an "Alert" button. This is used to get the attention of remote participants (typically by playing a sound on everyone's computer). <p> <h4>Using the Terminal</h4> In most respects, the SharedShell terminal acts like any standard UNIX terminal window. The user types commands at the prompt and output is printed in the window. One unique feature about SharedShell is that more than one user may type commands if access permissions are set to either "Type" or "Execute". Under these circumstances, the typing appears in the color associated with the person typing, as indicated in the legend. The system prompt always appears in black, and the default color for the conference initiator (the customer, in our scenario) is also black (although this color can be changed in the "User Preferences" dialog). The output of any command appears in the color of the person who typed the carriage return that executed the command. <p> <img src="SharedShell-multiuser.gif"> <p> If SharedShell is in "Type" mode, only the user who initiated the conference, who is on the computer on which any commands would be executed, can execute a command by pressing the "Return" key at the end of the command line. In our scenario, this means that only the customer can execute commands by pressing "Return". If the support engineer types a command and presses "Return," a blinking "<RETURN>" appears, indicating that executing the command is pending confirmation by the customer, who must press "Return." <p> <img src="blinking-return.gif"> <p> As soon as the customer presses "Return," the blinking pending <RETURN> indicator disappears and the command is executed. Any user can cancel the command by pressing Ctrl-C, or edit it using the "Backspace" key. <p> In "Execute" mode, any participant may press "Return" to execute commands. In our scenario, this would allow the support engineer to execute commands without having to wait for the customer to confirm them. The color of the output of each command will be determined by who pressed "Return" to execute that command. <p> The access permission setting can be changed in the midst of a conference, so in our scenario, as the customer gains more of a sense of trust in the support engineer, he can change the access permission to "Execute", using the drop-down menu in the share banner. <p> <img src="SharedShell-banner-access.gif"> <p> A message documenting the change is printed in SharedShell, and the support engineer can now type commands directly into the terminal on her own. <h4>Drawing</h4> Another unique aspect of the SharedShell terminal is that it doubles as a shared drawing surface. Regardless of access mode, any user in a SharedShell conference may gesture or draw at any time using the drawing tools. The drawing tools are available from the toolbar, the tools menu, or the draw tools palette: <p> <img align=top src="tools-bar.gif"> <img align=top src="menu-tools.gif"> <img align=top src="tools-palette.gif"> <p> When the pointer tool is selected (the default selection), the user's cursor is in the shape of the arrow. It appears in the user's color, as indicated in the legend. Since all conference participants always see each others' cursors, they can be used as telepointers to convey mouse movements for pointing and gesturing. Typing at the keyboard will enter the text at the command-line prompt, and selecting and dragging with the left mouse button down will select text in the terminal. <p> When the marker tool is selected, the user's cursor changes shape to that of the marker and the user draws in the terminal window in his or her selected color when the left mouse button is pressed. The drawing layer is translucent so that terminal text may still be read if a user draws over it or if new commands produce output that is printed in a place where a drawing already exists. Typing at the keyboard will still enter text at the command-line prompt. <p> <img src="SharedShell-drawing.gif"> <p> When the terminal window scrolls, the drawing stays synchronized with the text and scrolls off the screen along with the text. <p> <img src="SharedShell-drawing-scroll.gif"> <p> Selecting the eraser tool allows any user to erase a portion of the drawing and changes the user's cursor to the shape of an eraser. The user may erase both their own drawings and those of anyone else in the conference. Typing at the keyboard will still enter text at the command-line prompt. <p> <h2>Adding Members and Leaving a SharedShell Conference</h2> While troubleshooting a problem using a SharedShell conference, it may be necessary to add users to the conference or some users may wish to drop out. In our scenario, as they work through the problem, the support engineer decides to add a colleague who is known to be an expert on this particular problem. First, they add the expert to the telephone conference call. Then, the support engineer instructs the customer to go through the invitation process again to invite the expert to join the SharedShell conference. Inviting new members to the conference is controlled by the person who initiated the conference (since any commands executed in SharedShell will be executed on that person's machine). The customer reviews the access permissions and decides to change it to "Type" mode before pressing "Invite". The Conference ID dialog reappears and the process continues in the same way as initially starting the conference (e.g., reading the new Conference ID out loud, confirming the new participant that is joining). Once the expert is connected to the existing conference, they may all point, draw, scroll back to see previous contents of the window, or type commands. <p> When troubleshooting in a UNIX environment, it is often handy to have more than one terminal window open at a time. At any time during a SharedShell conference, any participant may select "Clone Shell" from the Conference menu. This opens an additional SharedShell terminal window connected to the same computer with all the same access permissions and the same participants. A message saying that the shell was cloned is printed in the transcript. <p> To drop out of a conference, any user may click on the "Leave..." button, select "Leave..." from the Conference menu, or click the close box from the window manager. In our scenario, once the support engineer helps brief the expert on the problem, she realizes that she could leave the conference and move on to her next customer. When she clicks on "Leave...", she is prompted with a confirmation of whether she wants to leave or wants to leave and quit SharedShell. She chooses only to leave, and a message is printed in the terminal documenting the time when the support engineer leaves the conference. The SharedShell window on her computer now turns into an inactive, unconnected terminal, as reflected in the status indicator. <p> <img src="StatusInactive.gif"> <p> The transcript from the conference still appears in the window and may be viewed, scrolled, copied, and saved, but there is no longer an active UNIX prompt (i.e., no UNIX commands can be entered because SharedShell is no longer logged in to any computer) and the yellow share banner disappears. <p> When the support engineer leaves, her name disappears from the legend in the SharedShell windows on the customer's computer and on the expert's computer, both of whom are still in the SharedShell conference. <p> After working through the problem for a while, the expert resolves the issue and instructs the customer to leave the SharedShell conference. When the customer selects the "Leave..." command, the behavior is slightly different than when the support engineer left. A dialog warns that when the person who initiated the conference leaves, it will be ended for everyone. If the customer confirms that he wants to leave, he is left with an active but disconnected SharedShell window. The share bar disappears, and the status indicator shows that the shell is no longer connected to anyone else. <p> <img src="SharedShell-unconnected.gif"> <p> The shell still contains the history of interaction from the just-completed conference. The customer may continue to work in this terminal and can even connect to other users at some later time. <h4>Saving and Viewing the Transcript</h4> At any time during a SharedShell conference, a user may decide to save a copy of the transcript. This saves both the text and any drawing in an HTML file. Selecting the "Save Transcript..." command from the Conference menu will bring up a dialog prompting the user to enter a file name. The user is also given the option to save any notes that have been sent or received as part of the SharedShell conference. Including the notes captures all the interactions that occurred during the conference. <p> A web browser must be used to view the transcript. When seen in the browser, the user has the option of seeing the text and drawings together, or seeing a text-only version. <p> <img src="transcript.gif"> <h2>Implementation Architecture of SharedShell</h2> SharedShell works by creating a secure connection through firewalls. To create this type of connection, it is necessary for each user's client to connect to a SharedShell server in "neutral" territory outside of any firewall. Proxies are needed to get through the user's firewall, and all of these networking properties need to be specified. SharedShell tries to automatically detect and set these properties, so that users do not have to worry about configuring their SharedShell to run. The address of the SharedShell server is preset in the SharedShell software (initially there will be only one, but the interface allows for specifying others in the future). Proxy and SOCKS host information is the same as that used by a web browser. The SharedShell application tries to automatically configure these properties by examining the settings established for the user's default web browser. If this information is not readily available, the user will be prompted to manually enter it. Since each user's site is different, this information will have to be provided by the user's network administrator or internet service provider. <p> <h2>Providing a Secure, Easy-to-Use SharedShell</h2> The design of SharedShell is intended to give users a sense of confidence about the security of the connection it is making and make it easy for users to use it, even on their first try. Since a SharedShell connection typically requires penetrating corporate firewalls to connect to a customer's computer, it must do so in a way that respects policies about providing access to computers inside the company firewall. SharedShell accomplishes this security using well-established web proxies, and an interface that ensures that only the desired users are being connected into a SharedShell conference. <p> Furthermore, since SharedShell enables others to see and potentially execute commands on a user's computer, the user must have appropriate control of what can be done on his or her computer. The access permissions enable the users to control what remote users can do, appropriate for the level of trust and understanding among the participants. Some customers may want to globally disallow execute and or type access for their entire company. This sort of preference setting will be supported by the SharedShell server. <p> Since SharedShell will be used as problems arise on customers' computers, it must be easy and lightweight to install, along the lines of a web-based download. This impromptu context of using SharedShell also means that the users probably would not have the benefit of any prior training on using it. Thus, it must be self-evident how to use the SharedShell interface. 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