Telephone customer support utility

• US 5,854,828 A
• Filed: 08/20/1996
• Issued: 12/29/1998
• Est. Priority Date: 08/20/1996
• Status: Expired due to Term

• Current Assignee: Dell USA LP (Dell Technologies Inc.)
• Original Assignee: Dell USA LP (Dell Technologies Inc.)
• Inventors: Smith, Stephen K., Morrison, Charles W., Larson, Mark, Kocis, Thomas J.
• Primary Examiner(s): Kuntz, Curtis A.
• Assistant Examiner(s): Eng, George
• Application Number:
  US08/699,845
• Time in Patent Office: 861 Days
• Field of Search: 379/90.01, 379/93.01, 379/93.26, 379/93.28, 379/93.31, 379/93.37, 379/106.01, 379/102.01, 379/102.02, 379/102.03, 379/93.27, 379/93.23, 395/183.01-183.22
• US Class Current: 379/93.31
• CPC Class Codes: G06F 11/00 Error detection; Error correction; Monitoring error detection, correction or monitoring in information storage based on relative movement between record carrier and transducer G11B20/18; monitoring, i.e. supervising the progress of recording or reproducing G11B27/36; in static stores G11C29/00
• CPC Class Codes: H04M 11/007 with remote control systems remote control in general G08C
• CPC Class Codes: H04M 11/06 Simultaneous speech and data transmission, e.g. telegraphic transmission over the same conductors

Abstract

A telephonic customer support utility for providing diagnostic support of a customer computer including encoding an operational status of a customer'"'"'s computer to produce audible tones on a speaker corresponding to the encoded status for transmission on a standard telephone line via a standard telephone of the encoded operational status to a remote support computer, the remote support computer having a receiver electrically connected to receive the tones transmitted on the telephone line. The received tones are decoded by a decoder of the remote support computer to determine the operational status of the customer'"'"'s computer, which status is displayed on a display of the remote support computer for analysis by a customer support technicians.

Claims

1. A method for providing diagnostic support of a customer'"'"'s computer using a standard telephone handset to communicate over a telecommunications network with a remote support computer, the method comprising:

encoding an operational status of the customer'"'"'s computer in a manner capable of producing audible tones indicative of such operational status;

producing the audible tones on an audio speaker of the customer'"'"'s computer in proximity to the telephone handset for communicating the audible tones over the telecommunications network to the remote support computer; and

receiving the audible tones communicated over the telecommunications network by the remote support computer, the remote support computer including a receiver for receiving the audible tones communicated over the telecommunications network and a decoder for decoding the audible tones into data representing the operational status of the customer'"'"'s computer for enabling appropriate diagnostic functions to be determined with the remote support computer;

wherein the receiver comprises a microphone electrically connected to a sound card, wherein the microphone receives the audible tones transmitted by the telephone and the sound card generates at least one file comprising the data representative of the operational status of the customer computer.

2. The method of claim 1, wherein the step of encoding comprises encoding the operational status into modulated tone carrier (MTC) format.

3. The method of claim 1, wherein the step of encoding comprises encoding the operational status into dual tone multifrequency (DTMF) format.

4. The method of claim 1 further comprising:

providing the remote support computer with a display; and

displaying the operational status of the customer'"'"'s computer on the display.

5. A customer support utility for providing diagnostic support of a customer computer using a standard telephone handset to communicate over a telecommunications network with a remote support computer, the customer support utility comprising:

an encoder electrically connected to the customer computer for encoding an operational status thereof in a manner capable of producing audible tones indicative of such operational status;

a speaker electrically connected to said customer computer for producing the audible tones;

a telephone handset proximate to the speaker for communicating the audible tones over the telecommunications network to the remote support computer;

a receiver electrically connected to the remote support computer for receiving the audible tones communicated over the telecommunications network; and

a decoder electrically connected to the receiver for decoding the received audible tones into data representing the operational status of the customer computer wherein the receiver comprises a microphone electrically connected to a sound card, wherein the microphone receives the audible tones transmitted by the telephone and the sound card generates at least one file comprising the data representative of the operational status of the customer computer.

6. The customer support utility of claim 5, wherein the encoder comprises software stored in a memory of the customer computer and executed by a processor of the customer computer.

7. The customer support utility of claim 5, wherein the decoder comprises software stored in a memory of the remote support computer and executed by a processor of the remote support computer.

8. The customer support utility of claim 5, wherein the receiver comprises a modem.

9. The customer support utility of claim 5, further comprising a display electrically connected to the remote support computer for displaying the data representative of the operational status of the customer computer.

10. A customer support utility for providing diagnostic support of an electrical device, which device includes circuitry for recording the operational status of the device, wherein the utility uses a standard telephone handset to communicate over a telecommunications network with a remote support computer, the customer support utility comprising:

means electrically connected to the electrical device for encoding an operational status thereof in a manner capable of producing audible tones indicative of such operational status;

means electrically connected to said electrical device for producing the audible tones;

means proximate to the means for producing the audible tones speaker for communicating the audible tones over the telecommunications network to the remote support computer;

means electrically connected to the remote support computer for receiving the audible tones communicated over the telecommunications network; and

means electrically connected to the means for receiving for decoding the received audible tones into data representing the operational status of the electrical device to enable appropriate diagnostic functions to be determined with the remote support computer wherein the means for receiving comprises a microphone electrically connected to a sound card, wherein the microphone receives the audible tones transmitted by the telephone and the sound card generates at least one file comprising the data representative of the operational status of the electrical device.

11. The customer support utility of claim 10, wherein the means for encoding comprises software stored in a memory of the electrical device and executed by a processor of the electrical device.

12. The customer support utility of claim 10, wherein the means for decoding comprises software stored in a memory of the remote support computer and executed by a processor of the remote support computer.

13. The customer support utility of claim 10, wherein the means for receiving comprises a modem.

14. The customer support utility of claim 10, further comprising means electrically connected to the remote support computer for displaying the data representative of the operational status of the electrical device.

15. The customer support utility of claim 10 wherein the audible tones are generated in a modulated tone carrier (MTC) format.

16. The customer support utility of claim 10 wherein the audible tones are generated in a dual tone multifrequency (DTMF) format.