Recommendations needed!

[trondbj]

Hi

We are a company with a few hundred customers and from time to time, we need to connect to their PCs or servers in order to do maintenance etc. Up until now, we've been using whatever the customer has installed of remote control software such as pcAnywhere, NetOP etc. That requires that we keep a record of connection info on each customer and, in practice, it also requires that we have a number of dedicated PCs that we use for this purpose, as not all access and remote control sw is compatible with each other. That also makes it necessary for our consultants to be in-house to be able to support some customers, as all our consultants don't have all access and rc-sw installed on his or her laptop computer. So, in order to alleviate this, we've established a secure VPN "meeting place" on the outside of our fire wall. The idea is that a customer who needs remote assistance connects to that VPN meeting place. Our consultants does the same thing and our man (or woman) then takes over the comtrol of the customer PC. That would make it possible for our people to support our customers wherever he or she is at the moment.

We also would like to equip all our customers with the necessary software to initiate a connection to our people in a simple manner, e.g., by selecting Help->Remote help in the menu of our software (running at the customer end.) By doing so, a connection to the VPN meeting place will be established and a RC-server, e.g., SC, will start.

After browsing through the info on the ultravnc web-pages, it seems that SC might be a good candidate. To start looking the right direction, we need the help of you who know the ins and outs of SC. Therefore, I ask for your advice on how should SC be set up and what routines we should establish in order to create a system that will work on all Windows PCs (Win98 and up) keeping the following in mind:

The VPN meeting place will potentially have active connections from several customers at any one time. We need to make sure that customers are kept separate and that one customer cannot pretend to be one of our cusultants and take over the control of another customer's PC. We also need to make sure that a customer cannot "listen in" on an active connection between our consultant and another customer. Keep in mind that our consultants ip-addresses in the VPN meeting place will vary from connection to connection (although it may be possible to reserve a ip-range for our own people.)

In other words, how should we arrange this in order for a customer and a consultant who, e.g., during phone support call, decide that our consultant need to have a look at the customer's PC, in such a manner that it will be easy for the customer to initiate this and to make sure no-one else but our consultant can receive this connection (also in a simple manner)?

All suggestions and input are appreciated!

Thanks,

[redge]

see vnc related products
http://forum.ultravnc.net/viewforum.php?f=27

My UltraVNC SC mode (free)
SCUVNC Creator | X23^Piracy a long Night (free)

Bozteck Free simple oneclick (paid for busines ?)

Advantig oneclick + webstart (paid for business)
EchoWinVNC (paid for business)
TeamViewer QuickSupport (paid for business)

[mod=494,1149117319]removed Remote Support System not VNC flavor or noting to do for VNC[/mod]

[jftuga]

You might consider http://webex.com/ as well as SC.

-John