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This eliminates the necessity of a user to launch separate remote control software applications manually and to dial the telephone number of the appropriate instructor.The system selects the agent workstation in response to status information provided by the customer workstation.The user then manually places a voice call to speak with the instructor.A drawback to this approach is that the user must possess the remote control software and a working knowledge of how to launch the software manually.The method of claim 12, wherein the step of selecting comprises selecting the particular agent workstation based upon information that identifies the qualifications of the plurality of agent workstations.30.The system of claim 25, wherein the agent workstation initiates a remote control session with the customer workstation in response to the establishment of the data session, and the agent workstation is operable to control the customer workstation remote from the customer workstation during the remote control session.33.In particular, the system identifies a set of agent workstations qualified to train the user on the specified computer program with which the user requests assistance, and monitors their availability to select a particular agent workstation.This enhances the data session and the voice session by providing an instructor that is available and qualified to train the user in the specified computer program.
One approach to solve this problem establishes a remote control session between an instructor and the user to allow the instructor to see and control the user's display.The voice network establishes the voice session between the customer workstation and the agent workstation in response to the session request.Another embodiment of the present invention is a method for establishing a data session and a voice session for training a user on a computer program.The method concludes by establishing a voice session between the customer workstation and the agent workstation in response to the session request.Technical advantages of the present invention include a system that automatically establishes a data session and a voice session between a customer workstation and a selected agent workstation upon the activation of a help button.
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The data network establishes the data session between the customer workstation and the agent workstation in response to the session request.