Method and apparatus for optimizing client responsiveness and server performance
First Claim
Patent Images
1. An on-line assistance system, comprising:
- a first computer that includes;
a display;
a monitoring unit loaded on the first computer; and
a browser loaded on the first computer and configured to establish an on-line session with a second computer when the browser is enabled, wherein the monitoring unit periodically monitors the second computer for any messages destined for the first computer when the browser is closed.
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Accused Products
Abstract
A method and apparatus for providing on line assistance to an end user who is experiencing a problem with a computer. The computer includes a display, a monitoring unit, and a browser. The browser is loaded on the computer and is configured to establish an on-line session with another computer when the browser is enabled. The monitoring unit periodically monitors the other computer for any messages destined for the computer when the browser is closed.
34 Citations
21 Claims
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1. An on-line assistance system, comprising:
a first computer that includes;
a display;
a monitoring unit loaded on the first computer; and
a browser loaded on the first computer and configured to establish an on-line session with a second computer when the browser is enabled, wherein the monitoring unit periodically monitors the second computer for any messages destined for the first computer when the browser is closed. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A computer program product that provides for on-line assistance to an end user, the end user having a first computer for communicating with a second computer over a network, the computer program product comprising:
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a first computer program unit configured to cause a browser object to open a network browser on the first computer;
a second computer program unit configured to establish an on-line session with the second computer when the network browser is open on the first computer; and
a third computer program unit configured to periodically cause the first computer program unit to open the network browser to check for any messages destined for the first computer when the network browser is closed. - View Dependent Claims (9, 10, 11, 12, 13, 14, 19, 20)
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15. A method for obtaining on line help for a first computer, comprising:
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opening a browser loaded on the first computer to establish an on line connection between the first computer and a second computer;
assigning a unique case number for a session between the first computer and the second computer, the unique case number being assigned to a particular problem to be resolved on the first computer;
sending at least one message between a first user of the first computer and a second user of the second computer, in order to try to resolve the problem;
determining, at the first computer, when the browser is closed, a time from when the on line connection was first established; and
periodically reopening, at the first computer, when the browser is closed, the browser in order to check for any messages having the unique case number assigned thereto at a server that is utilized by the second computer for storing messages. - View Dependent Claims (16, 17, 18)
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21. An apparatus for providing on-line assistance to an end user, the end user having a first computer for communicating with a second computer over a network, the apparatus comprising:
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means for causing a browser object to open a network browser on the first computer;
means for establishing an on-line session with the second computer when the network browser is open on the first computer; and
means for periodically cause the first computer program unit to open the network browser to check for any messages destined for the first computer when the network browser is closed.
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Specification