Patent ID: 8447625

Claim:
One or more non-transitory computer-storage media storing computer-useable instructions that, when used by a computing device, cause the computing device to perform a method in a clinical computing environment for initiating a technical support session between a client device and at least one support device, the method comprising: receiving a request to initiate a technical support session including a technical support representative for a client device to aid a clinician employing a clinical application; receiving clinical context information associated with the client device, wherein the clinical context information comprises data that aids the technical support representative in assisting the clinician during the technical support session; automatically accessing a profile for each technical support representative and information about each of the at least one support device being operated by each technical support representative, wherein the profile of each technical support representative comprises capabilities of the technical support representative to assist the clinician who is requesting the technical support session; determining the at least one skilled technical support representative for the technical support session based on matching the capabilities in the profile of each support representative, information about the associated support device being operated by each technical support representative, and the clinical context information associated with the client device; accessing by the queue manager, a database maintained by the queue manager and containing the security authorization of each of the at least one skilled technical support representative, wherein the security authorization indicates whether each of the at least one skilled technical support representative is authorized to assist the clinician who is requesting the technical support session; determining by the queue manager device, the at least one authorized technical support representative for the technical support session of the at least one skilled technical support representative based on the at least one skilled technical support representative's security authorization in the database to enter a technical support session and to assist the clinician who is requesting the technical support session; determining by the queue manager device, the at least one support device for the technical support session being operated by the at least one authorized technical support representative for the technical support session; and initiating the technical support session between the client device and the at least one support device.