Online simultaneous/altering-audio/video/voice data based service and support for computer systems

• US 5,983,369 A
• Filed: 06/17/1996
• Issued: 11/09/1999
• Est. Priority Date: 06/17/1996
• Status: Expired due to Term

• Current Assignee: Sony Corporation (Sony Group Corp.), Sony Electronics Inc. (Sony Group Corp.)
• Original Assignee: Sony Corporation (Sony Group Corp.), Sony Electronics Inc. (Sony Group Corp.)
• Inventors: Saxena, Parichay, Bakoglu, Brian
• Primary Examiner(s): LE, DIEU MINH T
• Application Number:
  US08/668,044
• Time in Patent Office: 1,240 Days
• Field of Search: 395/183.01, 395/183.07, 395/183.22, 186/35, 714/25, 714/31, 714/33, 714/46, 340/825.06
• US Class Current: 714/46
• CPC Class Codes: G06F 11/0748 in a remote unit communicating with a single-box computer node experiencing an error/fault remote testing G06F11/2294
• CPC Class Codes: G06F 11/2294 by remote test

Abstract

An online computer support system uses simultaneous and alternating transfer of different data types including voice, image, video, and other digital information. This allows a customer service representative and a user having a computer problem to communicate more effectively and solve the problem. The customer service representative can provide prepared tutorials or information to the customer in the form of text, diagrams, and video with synchronized sound. Software at the user computer side automatically interrogates the user computer to determine information about hardware and software components needed to solve problems the user is having. Information, such as the serial number, is programmed into non-volatile memory at the factory for reading during, or at the beginning of, an online support session. The customer service representative can control the user'"'"'s computer remotely. Software agents are used to perform specific functions. A data base, indexed by information obtained from the user'"'"'s computer, tracks warranty, support history, and other information. A preventive maintenance function detects components having sporadic problems before they fail as well as flags components as they approach the end of their predicted life spans.

Claims

1. An online computer support system for diagnosing a fault in a user computer operated by a user and coupled to a communication line, said system comprising:

a customer service center including a customer representative and electronic equipment coupled to the communication line;

wherein the user computer and the electronic equipment each include

means for transferring audio information over the communication line;

means for transferring image information over the communication line;

means for transferring digital data over the communication line, whereby the customer representative and the user interact via the transferred audio information and the transferred video information; and

means for transferring diagnostic information about the user computer from the user computer to the customer service center over the communication line, whereby the customer service representative can diagnose the fault in the user computer.

2. The online computer support system of claim 1, wherein the image information includes video images.

3. The online computer support system of claim 2, wherein video images sent from the customer service center are played simultaneously with audio information to produce a real-time video including images and synchronized audio at the user computer.

4. The online computer support system of claim 3, wherein the electronic equipment includes means for allowing the customer representative to annotate the video images with additional information.

5. The online computer support system of claim 4, wherein the means for allowing the customer representative to annotate the video images comprises:

a first display screen coupled to a mouse input device;

a pointer displayed on the display screen in response to inputs from the mouse;

means for detecting the mouse inputs and for moving the pointer on the display screen;

wherein the user computer includes a second display screen; and

means for transferring information about the pointer movement at the first display screen over the communication line so that there is an indication of the pointer movement at the second display screen.

6. The online computer support system of claim 5, wherein the means for transferring information about the pointer movement includes drawing lines on the second display screen in accordance with the pointer movement.

7. The online computer support system of claim 4, wherein the means for allowing the customer representative to annotate the video images comprises:

a user display screen coupled to the user computer;

means for allowing the customer representative to access and display predefined information on the user display screen during presentation of the real-time video.

8. The online computer support system of claim 1, wherein the user computer includes a display screen, wherein the image information includes an image of the customer representative transferred for display on the display screen.

9. The online computer support system of claim 1, wherein the electronic equipment includes a display screen, wherein the image information includes an image of the user transferred for display on the display screen.

10. The online computer support system of claim 1, further comprising:

storage means coupled to the user computer, wherein the storage means includes one or more predefined specific identifiers indicating one or more aspects of the user computer'"'"'s configuration; and

transfer means coupled to the storage means and coupled to the communication line for transferring one or more of the specific identifiers from the user computer to the customer service center.

11. The online computer support system of claim 10, wherein the specific identifiers indicate a model number of one or more components in the user computer.

12. The online computer support system of claim 10, wherein the specific identifiers indicate a serial number of one or more components in the user computer.

13. The online computer support system of claim 10, further comprising:

a computer database located at the customer service center;

means for receiving the specific identifiers from the user computer; and

means for using the specific identifiers for performing a database function.

14. The online computer support system of claim 13, wherein the database function is to perform warranty validation of the user computer.

15. The online computer support system of claim 13, wherein the database function is to perform inventory control.

16. The online computer support system of claim 13, wherein the database function is to maintain a service history.

17. The online computer support system of claim 13, wherein the database function is to maintain an upgrade history.

18. The online computer support system of claim 1, further comprising:

means for transmitting a software agent from the customer service center to the user computer; and

means for executing the software agent on the user computer to perform an agent function.

19. The online computer support system of claim 18, wherein the agent function is re-configuring a component of the user computer.

20. The online computer support system of claim 18, wherein the agent function is upgrading a component of the user computer.

21. The online computer support system of claim 18, wherein the agent function is performing preventive maintenance on a component of the user computer.

22. The online computer support system of claim 18, wherein the agent function is fixing a component of the user computer.

23. The online computer support system of claim 18, wherein the agent function is updating access control information in the user computer.

24. The online computer support system of claim 1, wherein one or more of the audio information, image information and digital data are transferred simultaneously over the communication line.

25. The online computer support system of claim 1, wherein one or more of the audio information, image information and digital data are transferred in alternating fashion over the communication line.

26. The online computer support system of claim 1, wherein the user and customer representative communicate in a session, wherein during the session both simultaneous transfer and non-simultaneous transfer of different data types is used.

27. The online computer support system of claim 26, wherein the simultaneous transfer is implemented using Digital Simultaneous Voice/Data (DSVD) protocol, wherein the non-simultaneous transfer is implemented using Asynchronous Voice/Data protocol (AVD).

38. The online computer support system of claim 10, wherein the user computer includes a basic operating system stored in a non-volatile memory, wherein the means for transferring information about the hardware includes

means for transferring an indication of the type of the basic operating system.

28. An online computer support system comprising:

a user computer operated by a user and coupled to a communication line;

hardware components coupled to the user computer;

a customer service center including a customer service representative and electronic equipment coupled to the communication line;

means, coupled to the user computer and to the electronic equipment, for transferring digital data over the communication line;

means, coupled to the user computer and the electronic equipment, for transferring audio data and image data over the communication line so that the user and the customer representative can interact; and

means for transferring information about the hardware from the user computer to the customer service center over the communication line for identifying operating characteristics of the hardware to the customer service representative.

29. The online computer support system of claim 28, wherein the means for transferring information about the hardware includes

means for transferring an indication of the manufacturer of a given hardware component.

30. The online computer support system of claim 28, wherein the means for transferring information about the hardware includes

means for transferring an indication of the product name of a given hardware component.

31. The online computer support system of claim 28, wherein a given hardware component has a version number associated with it, wherein the means for transferring information about the hardware includes

means for transferring an indication of the version number of the given hardware component.

32. The online computer support system of claim 28, wherein a given hardware component has a serial number associated with it, wherein the means for transferring information about the hardware includes

means for transferring an indication of the serial number of the given hardware component.

33. The online computer support system of claim 28, wherein a given hardware component has an installation time associated with it, wherein the means for transferring information about the hardware includes

means for transferring an indication of the installation time of the given hardware component.

34. The online computer support system of claim 28, wherein the user computer includes a processor, wherein the means for transferring information about the hardware includes

means for transferring an indication of the processor type.

35. The online computer support system of claim 28, wherein the user computer includes a processor having a speed, wherein the means for transferring information about the hardware includes

means for transferring an indication of the processor speed.

36. The online computer support system of claim 28, wherein the user computer includes a processor having a cache, wherein the means for transferring information about the hardware includes

means for transferring an indication of the cache size.

37. The online computer support system of claim 28, wherein the user computer includes a numeric co-processor, wherein the means for transferring information about the hardware includes

means for transferring an indication of the numeric co-processor type.

39. An online computer support system for diagnosing a problem with a user computer, said system comprising:

a communication line coupled to the user computer;

software residing in the user computer, wherein the software includes a version number associated with the software, wherein the means for transferring information about the software includes means for transferring the version number;

a customer service center including electronic equipment coupled to the communication line;

means, coupled to the user computer and to the electronic equipment, for transferring digital data over the communication line; and

means for transferring diagnostic information about the software from the user computer to the customer service center over the communication line.

40. An online computer support system comprising:

a communications link, having a first end and a second end, capable of transferring audio, image, and computer information;

a user computer comprising;

one or more devices, each device having one or more associated designators among index, description, interrupt request line, direct memory access location, input/output range, and memory range;

means for interrogating the user computer for an assessment of the one or more designators;

means for interrogating the user computer for a status of executable processes;

a connection to the first end of the communications link;

means for communicating the assessment and the status as computer information through the communications link;

means for receiving audio, image, and computer information from the communications link; and

means for interpreting the computer information received from the communications link;

a user telephone connected to the first end of the communications link;

a communications and data processing server system connected to the second end of the communications link comprising;

means for physically storing and retrieving data;

a data base system for systematically storing, retrieving, and modifying the data, the data base system linked to the means for storing and retrieving data;

means for routing the data among one or more customer service representative stations and the data base system;

means for routing audio, image, and computer information received from the second end of the communications link among the one or more customer service representative stations;

means for routing audio, image, and computer information received from the one or more customer service representative stations to the second end of the communications link; and

means for forwarding computer information from the second end of the communications link to the data base system;

and the one or more customer service representative stations comprising;

a computer station linked to the means for routing data;

the computer station linked to the means for routing audio, image, and computer information;

the computer station including means for assembling the data, audio, image, and computer information for presentation to a computer station user;

the computer station including means for collecting data, audio, image, and computer information for routing to the communications and data processing server system; and

a station telephone linked to the means for routing audio information.

41. The online computer support system of claim 40 wherein the user computer includes a microphone, one or more speakers, one or more devices for connecting the microphone and the one or more speakers to the user computer;

and wherein the user telephone connects to the first end of the communications link through the computer.

42. The online computer support system of claim 40 wherein the computer station includes a microphone, one or more speakers, a video camera, one more devices for connecting the microphone, one or more speakers, and the video camera to the computer station;

and wherein the station telephone connects to the means for routing information through the computer station.

43. A method for providing online computer support for diagnosing a fault in a user computer operated by a user and coupled to a communication line comprising:

collecting data about the user computer;

collecting audio information;

steps for transmitting the data and the audio information over the communication line, so that a customer representative and the user interact via the transferred data and audio information; and

steps for transferring diagnostic information about the user computer from the user computer to the customer service representative over the communication line, so that the customer service representative can diagnose the fault in the user computer.

44. The method of claim 43, wherein the steps for transmitting the data and audio information and the diagnostic information comprise steps for simultaneous transfer of data and audio information and the diagnostic information.

45. The method of claim 44, wherein the steps for transmitting the data and audio information include steps for transferring video information.

46. The method of claim 43, wherein the steps for transmitting the data and audio information the diagnostic information comprise steps for alternating transfer of data and audio information and the diagnostic information.

47. The method of claim 46, wherein the steps for transmitting the data and audio information include steps for transferring video information.

48. A method for providing online computer support for diagnosing a fault in a user computer operated by a user and coupled to a communication line comprising:

running interrogation software on the user computer to collect data about the user computer;

transferring the data over the communication line to a communications and data processing server;

storing the data on physical data storage associated with the server;

running a system diagnostic program on the user computer;

detecting the fault on the user computer via the system diagnostic program;

notifying the user of the fault;

steps for transferring system information about the user computer and user audio information over the communication line, so that a customer representative and the user interact via the transferred system information and audio information;

linking the system information to the data stored on the physical data storage;

steps for transferring the linked data stored on the physical data storage to the customer service representative;

steps for transferring commands from the customer service representative to the user computer over the communications line; and

steps for transferring diagnostic information about the user computer from the user computer to the customer service representative over the communication line, so that the customer service representative can diagnose the fault in the user computer.

49. The method of claim 48, wherein the steps for transmitting system information, audio information, diagnostic information, and commands comprise steps for simultaneous transfer of system information, audio information, diagnostic information, and commands.

50. The method of claim 49, wherein the steps for transmitting the audio information include steps for transferring video information.

51. The method of claim 48, wherein the steps for transmitting system information, audio information, diagnostic information, and commands comprise steps for alternating transfer of system information, audio information, diagnostic information, and commands.

52. The method of claim 51, wherein the steps for transmitting the audio information include steps for transferring video information.

53. A method for providing online computer support for diagnosing a fault in a user computer operated by a user and coupled to a communication line comprising:

running interrogation software on the user computer to collect data about the user computer;

transferring the data over the communication line to a communications and data processing server;

storing the data on physical data storage associated with the server;

steps for transferring user audio information over the communication line, so that a customer representative and the user interact via the audio information;

linking the audio information to the data stored on the physical data storage;

steps for transferring the linked data stored on the physical data storage to the customer service representative;

steps for transferring commands from the customer service representative over the communication line to the user computer, so that the customer service representative directs the running of a system diagnostic program on the user computer; and

steps for transferring diagnostic information about the user computer from the user computer to the customer service representative over the communication line, so that the customer service representative can diagnose the fault in the user computer.