This is the basics of how I want this program to work:
I need a program the will provide chat and remote capabilities. The remote software should not have to be installed until it is needed and removed when remote session is complete. The client and Technician should have the ability to end the session. Upon ending of session client should be notified via popup dialog.
Upon client running remote help software he/she will need to provide several peices of information
Client should also choose type of operating system that the trouble call is about. Client be give a list of problem categories to choose from like Network, Application, Printing, Software, etc...
Client should also have the capability to fill a preferred tech id so that if the tech is available it will only show up in there queue. If the tech is unavailable then the request will go to the general queue.
Retrieving suport request:
All support request should be sent to a queue based on the problem category provided by the client.
Request should be routed to all available technicians with skill sets matching the problem category.
Technicians backend software should be able to see all request in the queue at the same time. Once the technician accepts request it become greyed out and is no l onger available to the rest of the technicians. If a tech take the wrong request they should have the capability to put the request back in the queue.
Once the request has been accepted and the tech determines he/she can fullfill the clients request the technician provides the client with his/her unique Tech ID.
The client then click on a link for remote support and is prompted to enter the tech ID. (The tech ID is tied to the technicians IP address)
Upon ending of session Technician should be able to save/export chat history and remote start/end time to a trouble ticket. This should be a one-click deal to save the info in the ticket system. The techs ID,chat history,and remote start/end time should all be captured in the ticket automatically.