SYSTEM AND METHOD FOR FACILITATING TECHNICAL SUPPORT

• US 20120324118A1
• Filed: 06/13/2012
• Published: 12/20/2012
• Est. Priority Date: 06/14/2011
• Status: Abandoned Application

• Current Assignee: Spot On Services Incorporated
• Original Assignee: Spot On Services Incorporated
• Inventors: Pfleider, Thomas, Mills, Glenn A.
• Application Number:
  US13/517,510
• Publication Number:
  US 20120324118A1
• Time in Patent Office: Days
• US Class Current: 709/227
• CPC Class Codes: H04L 12/66 Arrangements for connecting between networks having differing types of switching systems, e.g. gateways

Abstract

A system and method are disclosed for facilitating technical support of equipment at multiple different geographic equipment locations such as hospitals and others, by a number of different vendors or manufacturers at still different geographic locations. Service calls are completed by means of a central portal which establishes an electronic communication path between portable computer customer support devices and manufacturer support devices. Soft buttons on the customer support devices may be selectively activated individually to call the central portal which then completes the establishment of communication between portable computer customer support devices and selected manufacturer support devices.

Claims

1. A system for facilitating technical support of equipment at multiple different geographical equipment locations by a number of different MFTs at still different geographical locations, comprising:

a central portal having a server;

portable computers/tablets for use at equipment location by equipment users to facilitate technical support;

vendor/manufacturer representative computers/tablets/smart phones for communicating with the portable computers/tablets;

the portal (server) serving as a gateway to complete the electronic establishment of communications between the portable computers and representative MSDs so that substantially all communications between portable computers and MSDs are established through the portal;

the portable computers each having soft buttons individually associated with vendors; and

wherein the soft buttons are activated selectively on the portable computers to call the portal to complete the establishment of communication between the portable computers and selected representative MSDs.

2. A method of facilitating technical support of equipment at multiple different equipment locations by a number of different vendors at still different geographic locations, comprising:

using portable computers at equipment locations by equipment users to facilitate technical support;

completing by means of a portal the electronic establishment of communications between the portable computers and representative MSDs so that substantially all communications between portable computers and MSDs are established through the portal; and

activating soft buttons of the portable computers individually associated with MFTs to call the portal to complete the establishment of communication between the portable computers and selected MSDs.

3. A method according to claim 2, further including pushing messages for at least one MSD for distribution therefrom to the portable computer.

4. A method according to claim 3, further including sending the messages from the at least one MSD to the portal.

5. A method according to claim 4, further including using the portal to upload information to each one of the MSDs to create new soft buttons for the MSDs.

6. A method according to claim 5, further including determining the first available MSD by using the portal.

7. A method according to claim 6, wherein the portal enables the first available representative MSD to be determined by using an approved caller/recipient data base module.

8. A method according to claim 7, further including directing a user to an appropriate product for support purposes using a decision tree software.

9. A method according to claim 8, further including providing a plurality of levels of service.

10. A method according to claim 9, further including providing live video calls via the portal to the portable computers.

11. A method according to claim 10, further including determining the amount or frequency of the user of the soft buttons using a feedback software.

12. A method according to claim 11, further including providing user prioritization.

13. A method according to claim 12, further including providing photographic features.

14. A method according to claim 13, further including implementing a cost model.

15. A method according to claim 14, further including employing a search function.