Patent US6999990B1 successfully refreshed from Google Patents.
US6999990B1
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US
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Technical support chain automation with guided self-help capability, escalation to live help, and active journaling
Assignee: RPX Corp
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Filing: 1999-05-12
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Granted: 2006-02-14
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Expires: 2019-05-12
Abstract
Abstract A method for automated technical support in a computer network having a client machine, and at least one server from which live help is available. The method begins initiates a guided self-help session in response to entry by a user of a problem area and description. During the self-help session, the user is provided with an option to escalate to live help. If the user exercises that option, the system automatically provides a support engineer at the server with a data stream summarizing the self-help session. During the live help, the support engineer may then repeat a portion of the user's self-help session, view information generated during that session, and/or execute certain actions with respect to the user's machine, all from the engineer's desktop. An active journal is maintained for each problem incident, and active journals may be used by other analysts to facilitate problem resolutions for new incidents.
Inventors
- 👤 Francis X. Sullivan
- 👤 Brian Jay Vetter
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-11-09 06:04
CPC Classifications
G; G06; G06Q; G06Q30/00; G06Q30/02; G06F; G06F9/00; G06F9/06; G06F9/44; G06F9/451; G06F9/453; H; H04; H04L; H04L67/00; H04L67/01; H04L67/02; H04L67/50; H04L67/75; H04L9/00; H04L9/40; H04L69/00; H04L69/30; H04L69/32; H04L69/322; H04L69/329
Claims Analysis
Total Claims: 25
Claim 1
Independent Claim
171 words
A method for automated technical support in a computer network, comprising: during a first live help session, creating a journal that comprises a history, wherein the history comprises description of a problem and a resolution of the problem, wherein the history further comprises a first plurality of telemetry items generated as a result of executing a first map against a first machine; during a guided self-help session, generating a second plurality of telemetry items as a result of executing a second map against a second machine; upon escalation to a second live help session following the guided self-help session, comparing each telemetry item of the first plurality of telemetry items with one or more items of the second plurality of telemetry items; and if a telemetry item of the first plurality of telemetry items compares equally with a telemetry item of the second plurality of telemetry items, presenting at least one of the first plurality of telemetry items in the journal on a third machine during the second live help session.
Claim 2
Independent Claim
171 words
A method for automated technical support in a computer network, comprising: during a first live help session, creating a journal that comprises a history, wherein the history comprises description of a problem and a resolution of the problem, wherein the history further comprises a first plurality of telemetry items generated as a result of executing a first map against a first machine; during a guided self-help session, generating a second plurality of telemetry items as a result of executing a second map against a second machine; upon escalation to a second live help session following the guided self-help session, comparing each telemetry item of the first plurality of telemetry items with one or more items of the second plurality of telemetry items; and if a telemetry item of the first plurality of telemetry items compares equally with a telemetry item of the second plurality of telemetry items, presenting at least one of the first plurality of telemetry items in the journal on a third machine during the second live help session.
Claim 3
Dependent Claim
18 words
The method as described in claim 1 wherein the first map and the second map are the same.
Claim 4
Dependent Claim
20 words
The method as described in claim 1 wherein the first map comprises a programmable object for diagnosing problems with machines.
Claim 5
Dependent Claim
16 words
The method as described in claim 1 wherein the history includes a support analysis assignment history.
Claim 6
Dependent Claim
21 words
The method as described in claim 1 wherein the history further includes a reference to content used to diagnose the problem.
Claim 7
Dependent Claim
17 words
The method as described in claim 1 wherein the first map is executed during a self-help session.
Claim 8
Dependent Claim
17 words
The method as described in claim 1 wherein the first map is executed by a support analyst.
Claim 9
Dependent Claim
21 words
The method of claim 1 wherein the third machine is used by an agent participating in the second live help session.
Claim 10
Dependent Claim
23 words
The method of claim 1 wherein the presenting the at least one of the first plurality of telemetry items comprises presenting the resolution.
Claim 11
Independent Claim
141 words
A method for automated technical support in a computer network, comprising: during a first live help session, creating a journal that includes a history of a problem and a resolution of the problem, the history including a reference to a diagnostic map and a plurality of first telemetry items previously generated as a result of executing the diagnostic map against a first machine; during a second live help session, retrieving the journal; and comparing given information in the journal with data generated during a guided self-help session as a result of executing a given diagnostic map against a second machine; and if the given information in the journal and the data generated as the result of executing the given diagnostic map are the same, presenting the given information in the journal on a third machine during the second live help session.
Claim 12
Independent Claim
141 words
A method for automated technical support in a computer network, comprising: during a first live help session, creating a journal that includes a history of a problem and a resolution of the problem, the history including a reference to a diagnostic map and a plurality of first telemetry items previously generated as a result of executing the diagnostic map against a first machine; during a second live help session, retrieving the journal; and comparing given information in the journal with data generated during a guided self-help session as a result of executing a given diagnostic map against a second machine; and if the given information in the journal and the data generated as the result of executing the given diagnostic map are the same, presenting the given information in the journal on a third machine during the second live help session.
Claim 13
Dependent Claim
27 words
The method described in claim 10 wherein at least one of the first live help session and the second live help session follows a guided self-help session.
Claim 14
Dependent Claim
17 words
The method described in claim 11 further comprising repeating a given portion of the guided self-help session.
Claim 15
Dependent Claim
33 words
The method as described in claim 10 wherein the first live help session is assigned to a first support analyst and the second live help session is assigned to a second support analyst.
Claim 16
Independent Claim
130 words
A method for automated technical support in a computer network, comprising: during a first live help session, creating a journal that includes a history of a problem incident and a problem resolution, wherein the history includes a plurality of first telemetry items generated as a result of executing a first map against a first machine; generating a plurality of second telemetry items as a result of executing a second map against a second machine during a guided self-help session; determining whether a portion of the first plurality of telemetry items in the journal is present in the second telemetry during a second live help session; and if the portion is present, presenting at least the portion of the first telemetry on a third machine during the second live help session.
Claim 17
Independent Claim
130 words
A method for automated technical support in a computer network, comprising: during a first live help session, creating a journal that includes a history of a problem incident and a problem resolution, wherein the history includes a plurality of first telemetry items generated as a result of executing a first map against a first machine; generating a plurality of second telemetry items as a result of executing a second map against a second machine during a guided self-help session; determining whether a portion of the first plurality of telemetry items in the journal is present in the second telemetry during a second live help session; and if the portion is present, presenting at least the portion of the first telemetry on a third machine during the second live help session.
Claim 18
Dependent Claim
28 words
The method of claim 14 , further comprising: if the portion is present, providing access to the journal via the third machine during the second live help session.
Claim 19
Dependent Claim
21 words
The method of claim 14 wherein the third machine is used by an agent participating in the second live help session.
Claim 20
Dependent Claim
23 words
The method of claim 14 wherein the presenting the at least one of the first plurality of telemetry items comprises presenting the resolution.
Claim 21
Dependent Claim
145 words
A computer-readable medium having stored thereon a plurality of instructions for causing one or more processors to perform the following: create a journal that includes a history of a problem incident and a problem resolution during a first live help session, wherein the history includes a plurality of first telemetry items generated as a result of executing a first map against a first machine; generate a plurality of second telemetry items as a result of executing a second map against a second machine during a guided self-help session; determine whether a portion of the first plurality of telemetry items in the journal is present in the second plurality of telemetry items during a second live help session; and present at least the portion of the first plurality of telemetry items on a third machine during the second live help session if the portion is present.
Claim 22
Dependent Claim
145 words
A computer-readable medium having stored thereon a plurality of instructions for causing one or more processors to perform the following: create a journal that includes a history of a problem incident and a problem resolution during a first live help session, wherein the history includes a plurality of first telemetry items generated as a result of executing a first map against a first machine; generate a plurality of second telemetry items as a result of executing a second map against a second machine during a guided self-help session; determine whether a portion of the first plurality of telemetry items in the journal is present in the second plurality of telemetry items during a second live help session; and present at least the portion of the first plurality of telemetry items on a third machine during the second live help session if the portion is present.
Claim 23
Dependent Claim
41 words
The computer-readable medium of claim 18 , further comprising instructions to cause the one or more processors to perform the following: provide access to the journal via the third machine during the second live help session if the portion is present.
Claim 24
Dependent Claim
22 words
The computer-readable medium of claim 18 wherein the third machine is used by an agent participating in the second live help session.
Claim 25
Dependent Claim
29 words
The computer-readable medium of claim 18 wherein the instructions to present the at least one of the first plurality of telemetry items comprise instructions to present the problem resolution.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2009-02-13 | 2009-08-15 | 2010-02-14 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2013-02-13 | 2013-08-15 | 2014-02-14 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2017-02-13 | 2017-08-15 | 2018-02-14 | $7700.00 | Window Closed / Lapsed |