Abstract: A method of providing assistance to a remote end-user of an end-user software application from an agent of an assistance center is described. All the transactions initiated by the end-user of the end-user software application are recorded in a contextual database locally, for applications running exclusively on customer PC, or remotely, for Web applications. Instrumented pages are delivered to the end-user. They include each a help request means. A server of a desktop sharing application is installed in the PC of the agent. When the end-user is requesting assistance all the entries already made by the end-user on a current instrumented page are uploaded. A waiting page and a client side of the desktop sharing application are also downloaded to the PC of the end-user. The end-user to be assisted is assigned to the agent when available.

Abstract: A method of providing assistance to a remote end-user of an end-user software application from an agent of an assistance center is described. All the transactions initiated by the end-user of the end-user software application are recorded in a contextual database locally, for applications running exclusively on customer PC, or remotely, for Web applications. Instrumented pages are delivered to the end-user. They include each a help request means. A server of a desktop sharing application is installed in the PC of the agent. When the end-user is requesting assistance all the entries already made by the end-user on a current instrumented page are uploaded. A waiting page and a client side of the desktop sharing application are also downloaded to the PC of the end-user. The end-user to be assisted is assigned to the agent when available.

Abstract: The invention concerns a multiplexing unit, a system and a method for communication in a computer network between a plurality of client machines supporting client programmes and one or several servers supporting application programmes, although said client and application programmes may be incompatible. The invention uses input and output management modules assigned to the client machines and to the servers. It performs conversion operations and routing operations, which are carried out so as to optimise the operation of the servers. It ensures communication between applications having incompatible formats or transfer protocols and this by means of a flexible technique with characteristics of modularity and upgradability. The invention is applicable in particular to computerised reservation systems for example in the field of travels and transport.

Abstract: The invention concerns a multiplexing unit, a system and a method for communication in a computer network between a plurality of client machines supporting client programmes and one or several servers supporting application programmes, although said client and application programmes may be incompatible. The invention uses input and output management modules assigned to the client machines and to the servers. It performs conversion operations and routing operations, which are carried out so as to optimise the operation of the servers. It ensures communication between applications having incompatible formats or transfer protocols and this by means of a flexible technique with characteristics of modularity and upgradability. The invention is applicable in particular to computerised reservation systems for example in the field of travels and transport.