Method and appartus for use by a host system for mechanizing highly configurable capabilities in carrying out remote support for such system
First Claim
1. A method of organizing and operating a proactive and reactive remote services facility (RSF) unit installable within a host system which is operatively connected to communicate with a remote response center dedicated to performing remote support services for said host system involving diagnosis of host system problems reported to said center, said method comprising the steps of:
- (a) constructing a number of independently operable software components, each component being constructed for performing one of a predetermined number of different basic functions required for performing said proactive and reactive support for said host system;
(b) including in each of said number of software components, configuration control means for preconfiguring each component by establishing predetermined parameters defining how said each component is to perform said one of said number of basic functions in carrying out remote support; and
,(c) integrating said number of software components together in a predetermined manner so that said components collectively perform said proactive and reactive remote support according to said predetermined parameters preconfigured in step (b).
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Accused Products
Abstract
A remote service facility (RSF) unit is integrated into the operating system of the host system being supported. The RSF unit utilizes a standard generic menu interface system (GMIS) unit through which a user can enter different types of commands which results in the display of a number of menu sequences for configuring how the different independently controllable components of the RSF unit will operate in performing remote support functions. The components include a problem detection and reaction component, a system action component and a callback component, each of which operatively couple to the GMIS unit. The components are integrated in a predetermined manner so that collectively, they carry out remote support according to the way in which they were configured.
119 Citations
52 Claims
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1. A method of organizing and operating a proactive and reactive remote services facility (RSF) unit installable within a host system which is operatively connected to communicate with a remote response center dedicated to performing remote support services for said host system involving diagnosis of host system problems reported to said center, said method comprising the steps of:
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(a) constructing a number of independently operable software components, each component being constructed for performing one of a predetermined number of different basic functions required for performing said proactive and reactive support for said host system; (b) including in each of said number of software components, configuration control means for preconfiguring each component by establishing predetermined parameters defining how said each component is to perform said one of said number of basic functions in carrying out remote support; and
,(c) integrating said number of software components together in a predetermined manner so that said components collectively perform said proactive and reactive remote support according to said predetermined parameters preconfigured in step (b). - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27)
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28. A proactive and reactive remote services facility (RSF) unit installable within a host system which is operatively connected to communicate with a remote response center dedicated to performing remote support services for said host system involving diagnosis of host system problems reported to said center, said RSF unit comprising:
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a number of independently operable software components, each component being constructed for performing one of a predetermined number of different basic functions required for performing said proactive and reactive support for Said host system; each of said components including configuration control means for preconfiguring said each component by establishing predetermined parameters defining how said each component is to perform said one of said number of basic functions in carrying out remote support; and
,means for integrating said number of software components together in a predetermined manner so that said components collectively perform said proactive and reactive remote support according to said predetermined parameters. - View Dependent Claims (29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50, 51, 52)
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Specification