G
gary.hibbard
Hello Everybody,
I am a technical support supervisor for a country-wide company. We
have thousands of offices across every state. Each office has one
central "server" computer that connects to the internet (running
Windows XP Pro). The offices are set up as individual workgroups and
they communicate to us through proprietary software. When we have
issues with computers they HAVE to be resolved as quick as possible.
I have assumed the role of the Remote Assistance expert. As of right
now we are using the built in Remote Assistance feature through Help
and Support in Windows XP. However, that doesn't work very well with
the offices that use routers to connect their computers to the internet
(because of NAT). I have found a way around the limitations of Remote
Assistance and NAT by using MSN Messenger as the connection
medium--however, having the offices install MSN is an extensive
proceedure and the nature of our business requires a faster approach.
Now I understand why this works--the connection between the MSN server
and the user in the office is established (by the office) and the
connection between us and their machine is made through that
pre-defined connection. WebEx uses the same technology.
I was wondering if anybody out there has heard of any other service
that uses the same technology (even if I have to set up my own server).
Thanks for your comments,
Gary Hibbard
I am a technical support supervisor for a country-wide company. We
have thousands of offices across every state. Each office has one
central "server" computer that connects to the internet (running
Windows XP Pro). The offices are set up as individual workgroups and
they communicate to us through proprietary software. When we have
issues with computers they HAVE to be resolved as quick as possible.
I have assumed the role of the Remote Assistance expert. As of right
now we are using the built in Remote Assistance feature through Help
and Support in Windows XP. However, that doesn't work very well with
the offices that use routers to connect their computers to the internet
(because of NAT). I have found a way around the limitations of Remote
Assistance and NAT by using MSN Messenger as the connection
medium--however, having the offices install MSN is an extensive
proceedure and the nature of our business requires a faster approach.
Now I understand why this works--the connection between the MSN server
and the user in the office is established (by the office) and the
connection between us and their machine is made through that
pre-defined connection. WebEx uses the same technology.
I was wondering if anybody out there has heard of any other service
that uses the same technology (even if I have to set up my own server).
Thanks for your comments,
Gary Hibbard