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Develop a problem management and reporting tool for one of the largest help desk infrastructures in the world.
The AOL Mission Control scope encompassed help desk support for: phone switches, call load-balancers, routing equipment, software tools and computer services
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Optimize staff time with AOL’s Mission Control with a cohesive interface for an array of business functions
Ephibian built an internal AOL intranet application to improve the efficiency of AOL’s Mission Control workforce and provide greater responsiveness to reported problems.
The application provided a common intake point for all reported problems. The system allowed access via a standard web browser and submission of a problem report in a straightforward manner through an intuitive user interface.
Users were notified of new problem reports through a console. Problem reports can be escalated to trouble tickets and tracked through to resolution. Users are periodically prompted for updates on open tickets. Problem reports and tickets are load-balanced among the users that are logged in.
The system integrated with the Remedy trouble ticketing application which is the authoritative source for open trouble tickets. One of the challenges was to effectively mirror the ticket information between the applications.
Real-time information about systems utilization wa viewable through backend integration with AOL GeoTel, and Aspect systems. Sophisticated reports were also available.
Web-based user-interface with Java client
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Real-time display of problem report and ticket status
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Dynamic reporting tool
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Load balancing of tasks
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Back-end integration with several legacy systems
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