×

MULTIPLE SIMULTANEOUS SESSION SUPPORT BY A REMOTE TECHNICIAN

  • US 20110202380A1
  • Filed: 02/15/2010
  • Published: 08/18/2011
  • Est. Priority Date: 02/15/2010
  • Status: Active Grant
First Claim
Patent Images

1. A method for providing technical support service for a plurality of user devices, the method comprising:

  • receiving, by a technical support controller from a remote technician workstation, an indication of a maximum number of support sessions to be simultaneously serviced by a remote technician;

    receiving, by the technical support controller, a service request for an end user device of the plurality of end user devices;

    determining, by the technical support controller, whether processing of the service request by the remote technician would cause a number of support sessions currently supported by the remote technician to exceed the maximum number of support sessions; and

    when processing of the service request by the remote technician would not cause the number of support sessions currently supported by the remote technician to exceed the maximum number of support sessions, adding, by the technical support controller, the service request to a work queue associated with the remote technician.

View all claims
  • 2 Assignments
Timeline View
Assignment View
    ×
    ×