System and method for managing information handling system service communication

• US 20060265656A1
• Filed: 05/23/2005
• Published: 11/23/2006
• Est. Priority Date: 05/23/2005
• Status: Abandoned Application

• Current Assignee: Dell Products LP (Dell Technologies Inc.)
• Original Assignee: Dell Products LP (Dell Technologies Inc.)
• Inventors: Lambert, Timothy M., Lopez, Pedro
• Application Number:
  US11/134,966
• Publication Number:
  US 20060265656A1
• Time in Patent Office: Days
• US Class Current: 715/705
• CPC Class Codes: G06Q 10/00 Administration; Management

Abstract

A technical support button accepts user activation to request a technical support session for an information handling system. For instance, activation of technical support sends an electronic message, such as an e-mail or instant message, to a technical support site that includes technical support information for establishing a technical support session, such as identification and diagnostics information. The technical support session is established through the information handling system to aid a technical support agent in investigating the system directly while communicating with the user of the system. For instance, VoIP communication is established through a management subsystem that operates on auxiliary power so that a technical support session is supported even if the information handling system is powered down or inoperative.

Claims

1. An information handling system comprising:

a housing;

plural processing components disposed in the housing and operable to process information;

a technical support button disposed at the housing and operable to accept a physical user input that requests technical support; and

a technical support request module running on one or more of the processing components and interfaced with the technical support button, the support request module operable to communicate over a network with a technical support site to request a technical support session upon activation of the technical support button.

2. The information handling system of claim 1 further comprising a technical support module interfaced with the technical support request module, the technical support module operable to maintain the technical support session between the technical support site and the user.

3. The information handling system of claim 2 further comprising a VoIP module running on one or more of the processing components and operable to communicate audio information over the network with the Internet Protocol, wherein the technical support session comprises VoIP communication.

4. The information handling system of claim 1 wherein the technical support request module sends a technical support request as an e-mail communication.

5. The information handling system of claim 1 wherein the technical support request module sends a technical support request as an instant message.

6. The information handling system of claim 1 wherein the processing components comprise a management subsystem having an auxiliary power supply, the technical support request module running on the management subsystem.

7. The information handling system of claim 6 further comprising:

a microphone associated with the management subsystem and operable to receive audible communication;

a speaker associated with the management subsystem and operable to play audible communication; and

a VoIP module running on the management subsystem and operable to communicate VoIP information from the microphone to the technical support site and information from the technical support site to the speaker.

8. The information handling system of claim 1 wherein the technical support button comprises a logo associated with the manufacturer of the information handling system.

9. An information handling system server comprising:

plural processing components operable to process information and communicate information with a network;

a management subsystem operable to run independent of the processing component, the management subsystem having a service processor, an audio card and a network interface card;

a microphone interfaced with the audio card and operable to receive audio sounds;

a speaker interfaced with the audio card and operable to play audio sounds; and

a VoIP module running on the management subsystem and operable to support VoIP communication with the microphone and speaker through the network interface card.

10. The information handling system of claim 9 further comprising an auxiliary power supply interfaced with the management subsystem and operable to power the management subsystem with the processing components powered down.

11. The information handling system of claim 9 further comprising a technical support module operating on the management subsystem and interfaced with the VoIP module, the technical support module operable to establish VoIP communication with a technical support network site and to provide technical support information to the technical support network site.

12. The information handling system of claim 11 further comprising:

a support button operable to accept a physical user input to request technical support; and

a technical support request module interfaced with the support button and the technical support module, the technical support request module operable to detect a request for technical support and to initiate communication with the technical support network site.

13. The information handling system of claim 12 wherein the support button comprises a manufacturer logo.

14. The information handling system of claim 12 wherein the technical support request module initiates communication with an instant message.

15. The information handling system of claim 12 wherein the technical support request module initiates communication with an e-mail message.

16. A method for providing technical support to an information handling system, the method comprising:

pressing a support button at the information handling system to request technical support;

automatically initiating a request for technical support in response to the pressing of the support button; and

automatically establishing network communication with a technical support site with the information handling system to obtain technical support.

17. The method of claim 16 wherein automatically establishing network communication comprises establishing VoIP communication between the information handling system and a technical support representative.

18. The method of claim 16 wherein automatically initiating a request comprises:

presenting a user interface at the information handling system;

receiving technical support request information at the user interface;

sending the technical support request information to the technical support site; and

applying the technical support information to route the technical support request.

19. The method of claim 18 wherein automatically establishing network communication comprises establishing communication between a technical support module and the technical support site, the technical support module providing access to the technical support site of management information stored on the information handling system.

20. The method of 16 further comprising:

storing technical support communication at the information handling system; and

retrieving the technical support communication at the information handling system.