Automatic screen pop showing troubleshooting information
First Claim
Patent Images
1. A method for a trouble reporting center to process a trouble report, comprising the steps of:
- receiving, at the trouble reporting center, an incoming call reporting a trouble encountered at a client computer; and
in response to said receiving, automatically popping up a window on a computer screen at said trouble reporting center, said windows showing information indicative of a configuration of said client computer that is helpful in solving said trouble.
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Accused Products
Abstract
A method for efficiently and conveniently providing a remote troubleshooting service, in which a screen window automatically pops up, in response to an incoming call reporting a problem encountered at a client computer, to show the information that is helpful in solving the problem. The calling number or network address associated with the client computer is used as a key to query a database to obtain the helpful information, which is preferably updated periodically by running a software application in the client computer.
32 Citations
27 Claims
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1. A method for a trouble reporting center to process a trouble report, comprising the steps of:
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receiving, at the trouble reporting center, an incoming call reporting a trouble encountered at a client computer; and
in response to said receiving, automatically popping up a window on a computer screen at said trouble reporting center, said windows showing information indicative of a configuration of said client computer that is helpful in solving said trouble. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. The method of claim 15, wherein said information further comprises a troubleshooting and/or maintenance history of said client computer.
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16. A trouble processing center for providing troubleshooting services to client computers, comprising:
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a database for storing information helpful for said troubleshooting, said information being associated with each of said client computers;
means for receiving incoming calls from said client computers;
means for obtaining, from said database, said information associated with one of said client computers upon receiving an incoming call for troubleshooting said one client computer; and
means for automatically popping up a window in an agent computer showing said obtained information. - View Dependent Claims (17, 18, 19, 20, 21, 22)
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23. A method for solving a problem encountered by a client computer, comprising:
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receiving, at a service provider, a call from said client computer reporting said problem, said call including an identifier identifies said client computer;
using, at said service provider, said identifier as a key to query a database for obtaining information associated with said identified client computer and helpful in solving the problem;
automatically popping up a window showing said obtained information on a computer screen at said service provider. - View Dependent Claims (24, 25, 26, 27)
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Specification