crm with helpdesk and account system

We need a web based CRM/helpdesk kind of program with the following functions. 1. when a costumer is calling us the costumer will be registered with name addr. phone and so on, then we need information about the product the costumer is calling about, model number serial number product type etc. then we comes to if the product is defect, or they just want help or want to order something. 2. then if the if costumer have a defect product or need help we need to go to trouble shooting part, where we put in data about the product and the mistakes and then we will be searching in the database for known solutions when we give a solution, it should always be saved and counted into a active faq witch we can publish at our website in realtime. if the costumer have a defect product we will register this with a rma number witch also will be the repair number when we recieve the product at the repair center. 3. if a costumer ordre a product we want to do a invoice and a packing note directly from the prog. 4. a sip phone client to make recieve and transfer voip calls. 5. a mail client to answer req. by mail where we can reuse old answers. and the short explanation: i want our repair, service, hotline, helpdesk, and sales to be controlled by one program. ## Deliverables 1) Complete and fully-functional working program(s) in executable form as well as complete source code of all work done. 2) Deliverables must be in ready-to-run condition, as follows (depending on the nature of the deliverables): a) For web sites or other server-side deliverables intended to only ever exist in one place in the Buyer's environment--Deliverables must be installed by the Seller in ready-to-run condition in the Buyer's environment. b) For all others including desktop software or software the buyer intends to distribute: A software installation package that will install the software in ready-to-run condition on the platform(s) specified in this bid request. 3) All deliverables will be considered "work made for hire" under U.S. Copyright law. Buyer will receive exclusive and complete copyrights to all work purchased. (No GPL, GNU, 3rd party components, etc. unless all copyright ramifications are explained AND AGREED TO by the buyer on the site per the coder's Seller Legal Agreement). ## Platform main app can be either a linyx app or a windows app. but client i will prefer a web interface for IE or maybe a client prog all have to be working on booth private and public network You are free to use opensource or whatever you want, i just dont want have illegal soft included.