Remote computer system and related equipment diagnostics using data gathered over a telephone channel

• US 20030135592A1
• Filed: 01/23/2003
• Published: 07/17/2003
• Est. Priority Date: 12/12/2002
• Status: Active Grant

• Current Assignee: Alcatel-Lucent USA, Inc. (Nokia Corporation)
• Original Assignee: Motive Communications Incorporated
• Inventors: Cohn, A. Wade, Chopra, Arjun, Vetter, Brian J.
• Granted Patent: US 7,760,857 B2
• Time in Patent Office: Days
• US Class Current: 709/220
• CPC Class Codes: G06F 11/0709 in a distributed system consisting of a plurality of standalone computer nodes, e.g. clusters, client-server systems
• CPC Class Codes: G06F 11/0748 in a remote unit communicating with a single-box computer node experiencing an error/fault remote testing G06F11/2294
• CPC Class Codes: G06F 11/2294 by remote test

Abstract

A method, system, computer system and computer program product to remotely diagnose a problem with a computer system or related equipment using data provided by a user of the computer system via telephone. A signal including speech and/or DTMF tones is received via a telephone channel from a user of the computer system or equipment. The computer system and/or equipment associated with the signal is identified using information from the signal, such as a user name, caller ID, telephone number, or password. A source of diagnostic information about the computer system is identified, and diagnostic information is gathered from the source. The diagnostic information can be used to fix the problem or provided to a customer service agent for use in further problem diagnosis.

Claims

1. A method comprising:

receiving a signal via a telephone channel at a first computer system, wherein

the signal comprises one of a voice signal and a tone signal;

processing the signal to identify a problem entity associated with the signal; and

gathering information about the problem entity.

2. The method of claim 1 wherein

the first computer system and the problem entity are not in communication via the telephone channel.

3. The method of claim 1 wherein

the problem entity corresponds to a second computer system.

4. The method of claim 3 further comprising:

associating the second computer system with a source of diagnostic information for the second computer system, wherein

the information comprises diagnostic information, and

the diagnostic information is gathered from the source.

5. The method of claim 3 further comprising:

downloading a program to the second computer system; and

executing the program on the second computer system to gather the information.

6. The method of claim 3 wherein the gathering information comprises:

accessing a third computer system to gather the information.

7. The method of claim 6 further comprising:

determining that a problem related to operation of the second computer system is caused by the third computer system; and

reporting via the telephone channel that the problem is caused by the third computer system.

8. The method of claim 3 wherein the gathering information comprises:

accessing an application program running on a third computer system to gather the diagnostic information.

9. The method of claim 3 wherein the gathering information comprises:

communicating with an application program controlling equipment related to the second computer system to gather the diagnostic information.

10. The method of claim 9 further comprising:

determining that a problem with operation of the second computer system is caused by the equipment; and

reporting via the telephone channel that the problem is caused by the equipment.

11. The method of claim 3 further comprising:

using the information to diagnose a problem with operation of the second computer system.

12. The method of claim 1 further comprising:

attempting to diagnose a problem with operation of the problem entity using the information; and

providing the information to a customer service agent.

13. The method of claim 1 wherein

the problem entity comprises a digital set top box.

14. The method of claim 1 further comprising:

receiving the signal from a telephone via the telephone channel.

15. The method of claim 1 further comprising:

receiving the signal via a Voice Over Internet Protocol connection over the telephone channel.

17. The method of claim 1 wherein the gathering information comprises:

providing a response voice signal via the telephone channel, wherein

the response voice signal requests a second signal, and

the second signal comprises one of a voice signal and a tone signal.

18. The method of claim 17 further comprising:

receiving the second signal; and

using the second signal to associate the problem entity with a source of the information,

wherein the information is gathered from the source.

20. The method of claim 1 further comprising:

producing a diagnostic code from the information; and

analyzing the diagnostic code to determine a problem with the problem entity.

21. The method of claim 20 further comprising:

providing the diagnostic code via the telephone channel.

22. The method of claim 20 further comprising:

providing the diagnostic code to a customer service agent.

16. The method of claim I wherein

the signal comprises a Dual-Tone Multi-Frequency tone.

19. The method of claim I wherein the gathering information comprises:

accessing a second computer system to gather the information, wherein the problem entity corresponds to the second computer system.

23. A system comprising:

a receiving module to receive a signal via a telephone channel, wherein

the signal comprises one of a voice signal and a tone signal;

an identifying module to identify a problem entity associated with the signal; and

a diagnostic module to gather diagnostic information about the problem entity.

24. The system of claim 23 wherein

the receiving module comprises:

a voice gateway; and

a voice application.

25. The system of claim 24 wherein

the receiving module further comprises an Interactive Voice Response application.

26. The system of claim 23 further comprising:

a help desk module, wherein

the help desk module uses the diagnostic module to diagnose a problem with the problem entity.

27. A system comprising:

receiving means for receiving a signal via a telephone channel at a first computer system,

wherein

the signal comprises one of a voice signal and a tone signal;

processing means for processing the signal to identify a problem entity associated with the signal; and

gathering means for gathering information about the problem entity.

28. The system of claim 27 wherein

the first computer system and the problem entity are not in communication via the telephone channel.

29. The system of claim 27 wherein

the problem entity corresponds to a second computer system.

30. The system of claim 29 further comprising:

associating means for associating the second computer system with a source of diagnostic information for the second computer system, wherein

the information comprises diagnostic information, and

the diagnostic information is gathered from the source.

31. The system of claim 29 further comprising:

downloading means for downloading a program to the second computer system; and

executing means for executing the program on the second computer system to gather the information.

32. The system of claim 27 further comprising:

producing means for producing a diagnostic code from the information; and

analyzing means for analyzing the diagnostic code to determine a problem with the problem entity.

33. A computer system comprising:

a processor for executing instructions; and

a memory for storing the instructions, wherein the instructions comprise;

receiving instructions to receive a signal via a telephone channel at a first computer system, wherein

the signal comprises one of a voice signal and a tone signal;

processing instructions to process the signal to identify a problem entity associated with the signal; and

gathering instructions to gather information about the problem entity.

34. The computer system of claim 33 wherein

the problem entity corresponds to a second computer system.

35. The computer system of claim 34 wherein the instructions further comprise:

associating instructions to associate the second computer system with a source of diagnostic information for the second computer system, wherein

the information comprises diagnostic information, and

the diagnostic information is gathered from the source.

36. The computer system of claim 34 wherein the instructions further comprise:

downloading instructions to download a program to the second computer system; and

executing instructions to execute the program on the second computer system to gather the information.

37. The computer system of claim 33 wherein the instructions further comprise:

producing instructions to produce a diagnostic code from the information; and

analyzing instructions to analyze the diagnostic code to determine a problem with the problem entity.

38. A computer program product comprising:

a computer-readable medium for storing instructions, wherein the instructions comprise;

receiving instructions to receive a signal via a telephone channel at a first computer system, wherein

the signal comprises one of a voice signal and a tone signal;

processing instructions to process the signal to identify a problem entity associated with the signal; and

gathering instructions to gather information about the problem entity.

39. The computer program product of claim 38 wherein

the problem entity corresponds to a second computer system.

40. The computer program product of claim 39 wherein the instructions further comprise:

associating instructions to associate the second computer system with a source of diagnostic information for the second computer system, wherein

the information comprises diagnostic information, and

the diagnostic information is gathered from the source.

41. The computer program product of claim 39 wherein the instructions further comprise:

downloading instructions to download a program to the second computer system; and

executing instructions to execute the program on the second computer system to gather the information.

42. The computer program product of claim 38 wherein the instructions further comprise:

producing instructions to produce a diagnostic code from the information; and

analyzing instructions to analyze the diagnostic code to determine a problem with the problem entity.