Connect from RWW to client with a VPN

[oliver111]

Hi all,

Hope someone can help.

I am working in tech support and regularly connect to another company's server (SBS 2003) and desktops via the remote web workplace (RWW) on their server, in fact we do most of our support for them this way.
There is one employee (using Vista Business) in that company who always works from home and connects to their server with a VPN which we had set up for them on their laptop.
My problem is we can see the employee's machine in the list of client computers on the RWW but we can't connect to it like we do to the desktops.
I have tried telling the employee over the phone to connect their VPN and confirm it is connected, that's ok but we would really like to be able to remotely connect to their Vista laptop. I can't remember the error I get when I do try to connect but I think it's one of those about "make sure the computer is connected etc. etc."

Shouldn't we be able to renotely connect to the remote client's laptop when they make a VPN connection into their server?

Any suggestions would greatly be appreciated.
Thank you.

 

[oliver111]

Additional:

We are not using ISA on the SBserver however we are using AVG 8.0 SBS edition with a firewall. Our choosen firewall profile is 'Computer in a domain'. I'm having a look in there to see if I can make it easier for me to be able to connect to this VPN client.