HotCon - ein multimediales "User Help Desk" für das Service- und Administrationszentrum im LIT

HotCon (Hotline and Consulting System) is a computer-assisted system which supports users in problem and error situations by putting them in contact with a specialist or consultant. HotCon ensures that the user is automatically allocated a consultant from a pool of specialists. The system is intended for use both as a hotline (User Help Desk) with a problem database and for consulting in geographically distributed environments. HotCon supports a dialog between user and consultant, which may be conducted interactively or non-interactively. Users and consultants are provided with a multimedia environment (including video conferencing) with an appropriate user interface to support their dialog. Once the dialog is over the consultant can enter the problem together with its solution in a problem database. The problem database can be used at any time by both users and consultants to search for problems which have already been solved or for any other materials (manuals, videos, etc.).