System and method for device specific customer support

• US 10,304,060 B2
• Filed: 06/22/2017
• Issued: 05/28/2019
• Est. Priority Date: 06/20/2011
• Status: Active Grant

• Current Assignee: Dell Products LP (Dell Technologies Inc.)
• Original Assignee: Dell Products LP (Dell Technologies Inc.)
• Inventors: Ilagan, Oliver L.
• Primary Examiner(s): Kamara, Mohamed A
• Application Number:
  US15/630,527
• Publication Number:
  US 20170286969A1
• Time in Patent Office: 705 Days
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: H04L 12/66 Arrangements for connecting between networks having differing types of switching systems, e.g. gateways

Abstract

A method of routing a voice communication from an information handling system to one of a plurality of queues includes automatically obtaining an identifier from the information handling system that uniquely identifies the information handling system, and transmitting the identifier so that the voice communication can be routed to one of the queues.

Claims

1. A method of routing a voice communication from an information handling system to one of a plurality of queues, the method comprising:

receiving at a web site a request from the information handling system to establish the voice communication;

automatically obtaining at the web site an identifier from the information handling system that uniquely identifies the information handling system; and

selecting one of the queues for receiving the voice communication based upon the identifier, wherein;

the identifier is obtained from a file stored on the information handling system; and

a manufacturer of the information handling system assigned the identifier to the information handling system.

2. The method of claim 1 further comprising:

detecting a selection of a button in a graphical user interface of the information handling system, wherein selection of the button initiates the voice communication.

3. The method of claim 1 further comprising:

determining if the voice communication pertains to one of sales, technical support or customer care.

4. The method of claim 1 wherein the voice communication is a voice over Internet protocol call.

5. The method of claim 1 further comprising detecting whether the information handling system includes a microphone.

6. The method of claim 1 further comprising initiating a pop-up window on the information handling system.

7. The method of claim 1 further comprising providing a text chat channel to a user of the information handling system.

8. A method of routing a voice communication from an information handling system to one of a plurality of queries, comprising:

accepting over a network from the information handling system an identifier automatically obtained by and transmitted from the information handling system, the identifier uniquely identifying the information handling system;

routing the voice communication to the one queue based on the identifier, wherein the routing includes determining a characteristic of the information handling system based upon the identifier; and

initiating a pop-up window on the information handling system.

9. The method of claim 8 further comprising:

determining if the voice communication pertains to one of sales, technical support and customer care.

10. The method of claim 8 wherein the identifier is obtained from a file stored on the information handling system.

11. The method of claim 8 wherein the voice communication is a voice over Internet protocol call.

12. The method of claim 8 further comprising detecting whether the information handling system includes a microphone.

13. The method of claim 8 further comprising providing a text chat channel to a customer using the information handling system.

14. The method of claim 8 further comprising initiating display of information at the information handling system.

15. A method of routing a voice communication from an information handling system to one of a plurality of queues, comprising:

accepting over a network from the information handling system an identifier automatically obtained by and transmitted from the information handling system, the identifier uniquely identifying the information handling system;

routing the voice communication to the one queue based on the identifier, wherein the routing includes determining a characteristic of the information handling system based upon the identifier; and

providing a text chat channel to a customer using the information handling system.

16. The method of claim 15 further comprising:

determining if the voice communication pertains to one of sales, technical support and customer care.

17. The method of claim 15 wherein the identifier is obtained from a file stored on the information handling system.

18. The method of claim 15 wherein the voice communication is a voice over Internet protocol call.

19. The method of claim 15 further comprising initiating display of information at the information handling system.

20. The method of claim 15 further comprising initiating a pop-up window on the information handling system.