Remote Assistance Identification 1.07

Due to high number of clients we have, and need to maintain high quality of our support service we decided to use some kind of Remote Desktop. We choose VNC remote administration tools. Althrough VNC is good solution, we noticed problem from the very beginning: it lacks easy management fo remote users which are not available on static public IPs.

We constantly had a problem to find out when user, who requested assistance, is online, and what is his IP we can use to access his computer. Usualy, we had to keep user online on phone line, and make him connect via other line and then tell us whether he is connected and what is his IP.

We found out solution in writing quite small and simple app to help finding this information fast, reliable, and without involving our clients more that necessity to connect to the internet. That software aplication is Remote Assistance Information. We call it RAI, for short.

It works quite simple: it stays in systray and tries to connect to remote server using http protocol. If there is internet connection, it will provide information about user online status and his ID. Our support stuff can check status by simply visiting our site. They can see which users are online, and what IP address (or addresses) they use. Then, connection with VNC client is easy.