API and schemas for dedicated customer service representative interface

• US 20070100886A1
• Filed: 03/03/2006
• Published: 05/03/2007
• Est. Priority Date: 11/03/2005
• Status: Abandoned Application

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: Microsoft Corporation
• Inventors: Herold, Jeffrey, Xu, Zeyong, Steeb, Curt, Thirumalai, Gokul
• Application Number:
  US11/367,258
• Publication Number:
  US 20070100886A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/06 Buying, selling or leasing transactions

Abstract

A pay-per-use or subscription computer may require customer assistance for both technical and business purposes. A customer service interface available via a web service may be used to provide customer service offered by a provider at a different level of the distribution chain. The web service may be focused in three areas, each exposing various methods. The three areas may include customer/computer data, distribution/sales data, and business or service level adjustments.

Claims

1. A method of providing customer service data related to a metered computer comprising:

receiving a request related to customer service activity;

determining whether the request relates to at least one of core data, distribution data, and resolutions processing;

retrieving data from a core database when the request includes a request for core data;

retrieving data from a distribution database when the request includes a request for distribution data; and

initiating an activity when the request includes a request corresponding to resolutions processing.

2. The method of claim 1, wherein determining whether the request relates to core data comprises determining when the request contains at least one of the methods GetConfiguration, GetDeviceByAccount, GetDeviceByHardwareId, GetDeviceById, GetDeviceByInitKey, GetDeviceByName, GetEmptyPacket, GetEmptyPrepaidDevice, GetEmptySubscriptionDevice, GetJobByDeviceId, GetJobByDeviceName, GetJobByHardwareId, GetJobByRequester, GetJobChildrenByParentJobId, GetPrepaidPurchaseByAccount, and GetPrepaidPurchaseByTrackingId.

3. The method of claim 1, wherein determining whether the request relates to distribution data comprises determining when the request contains at least one of the methods GetBootstrapByHardwareId, GetBootstrapByInitKey, GetPacketByHardwareId, GetPacketById, and GetRequestLogByHardwareId.

4. The method of claim 1, wherein determining whether the request relates to resolutions processing comprises determining when the request contains at least one of the methods AddPrepaidTime, AddToPrepaidDeviceMinutes, CancelSubscription, ConfigureDevice, CreateSubscriptionPacket, CreateSubscriptionSchedule, DecodeHLMChallenge, DeregisterDevice, GenerateHLMResponse, RecreatePacket, RegisterPrepaidDevice, RegisterSubscriptionDevice, ReregisterDevice, and ResetLsn.

5. A method of providing customer service data corresponding to a computing device operated in a pay-per-use or subscription business model comprising:

exposing methods for retrieving data corresponding to one of a customer or the computing device;

exposing methods for querying data corresponding to a distribution chain for at least one of the computing device, a related peripheral, and a related service;

exposing methods for adjusting one of operating data and business data related to the computing device.

6. The method of claim 5 wherein exposing methods for retrieving data corresponding to one of a customer or the computing device comprises exposing at least one of the methods GetConfiguration, GetEmptyPacket, GetEmptyPrepaidDevice, GetEmptySubscriptionDevice, GetPrepaidPurchaseByAccount, and GetPrepaidPurchaseByTrackingId.

7. The method of claim 5, wherein exposing methods for retrieving data corresponding to one of a customer or the computing device comprises exposing at least one of the methods GetDeviceByAccount, GetDeviceByHardwareId, GetDeviceById, GetDeviceByInitKey, GetDeviceByName.

8. The method of claim 7, wherein the at least one of the methods returns information using a schema comprising at least one data element containing ActivationDate, AutoDiagnostics, HardwareId, Id, LastActivityDate, LastSequenceNumber, Market, Name, Status, Type, UnderwriterProgramId.

9. The method of claim 5, wherein exposing methods for retrieving data corresponding to one of a customer or the computing device comprises exposing at least one of the methods GetJobByDeviceId, GetJobByDeviceName, GetJobByHardwareId, GetJobByRequester, and GetJobChildrenByParentJobId.

10. The method of claim 9, wherein the at least one of the methods returns information using a schema comprising at least one data element containing Children, DeviceId, Id, Log, ParentId, ParentType, Requester, and Status.

11. The method of claim 5, wherein exposing methods for querying data corresponding to a distribution chain for at least one of the computing device, a related peripheral, and a related service comprises exposing at least one of the methods GetBootstrapByHardwareId, GetBootstrapByInitKey, GetPacketByHardwareId, GetPacketById, and GetRequestLogByHardwareId.

12. The method of claim 5, wherein exposing methods for adjusting one of operating data and business data related to the computing device comprises exposing at least one of the methods AddPrepaidTime, AddToPrepaidDeviceMinutes, CancelSubscription, ConfigureDevice, CreateSubscriptionPacket, CreateSubscriptionSchedule, DecodeHLMChallenge, DeregisterDevice, GenerateHLMResponse, RecreatePacket, RegisterPrepaidDevice, RegisterSubscriptionDevice, ReregisterDevice, and ResetLsn.

13. A computer-readable medium having computer executable modules for execution on a computer supporting web-based customer service operations comprising:

a plurality of core data modules that process information corresponding to at least one of a metered use computer and a customer associated with the metered use computer;

a plurality of distribution data modules that process information corresponding to distribution data associated with the metered use computer; and

a plurality of resolutions modules that process information for resolving issues.

14. The computer-readable medium of claim 13, wherein the plurality of core data modules includes at least one of GetConfiguration, GetDeviceByAccount, GetDeviceByHardwareId, GetDeviceById, GetDeviceByInitKey, GetDeviceByName, GetEmptyPacket, GetEmptyPrepaidDevice, GetEmptySubscriptionDevice, GetJobByDeviceId, GetJobByDeviceName, GetJobByHardwareId, GetJobByRequester, GetJobChildrenByParentJobId, GetPrepaidPurchaseByAccount, and GetPrepaidPurchaseByTrackingId

15. The computer-readable medium of claim 13, wherein the plurality of distribution data modules includes at least one of GetBootstrapByHardwareId, GetBootstrapByInitKey, GetPacketByHardwareId, GetPacketById, and GetRequestLogByHardwareId.

16. The computer-readable medium of claim 13, wherein the plurality of resolutions modules includes at least one of AddPrepaidTime, AddToPrepaidDeviceMinutes, CancelSubscription, ConfigureDevice, CreateSubscriptionPacket, CreateSubscriptionSchedule, DecodeHLMChallenge, DeregisterDevice, GenerateHLMResponse, RecreatePacket, RegisterPrepaidDevice, RegisterSubscriptionDevice, ReregisterDevice, and ResetLsn.