Web based help desk

• US 6,230,287 B1
• Filed: 09/03/1998
• Issued: 05/08/2001
• Est. Priority Date: 09/04/1997
• Status: Expired due to Term

• Current Assignee: Mitel Cloud Services, Inc. (MLN TopCo Ltd.)
• Original Assignee: Mitel Corporation (Microchip Technology Incorporated)
• Inventors: Pinard, Debbie, Evans, Ron, Mankovskii, Serguei
• Primary Examiner(s): Iqbal, Nadeem
• Application Number:
  US09/145,919
• Time in Patent Office: 978 Days
• Field of Search: 714/31, 714/39, 714/41, 714/46, 714/47, 714/4, 379/265, 379/96, 379/113, 379/219, 713/201, 707/102, 707/104, 707/10, 707/9
• US Class Current: 714/31
• CPC Class Codes: G06Q 10/10 Office automation; Time management

Abstract

A web based help desk includes a web server having memory storing a help desk web page. The web server allows remote user computers to access the web server via an internet or intranet connection thereby to access and display the help desk web page. A plurality of computers, operated by support specialists, are in communication with the web server to allow support specialists to communicate with remote users requiring support. The support specialists are selectable through the web page. A support specialist status application monitors the status of the support specialists and remote users requesting support and prompts the web server to establish a connection between a support specialist and a remote user when a support specialist becomes available. A method of providing support to a user operating a remote computer and a help desk web page are also provided.

Claims

1. A web based help desk comprising:

a web server having memory for storing a help desk web page, said web server allowing remote user computers to access said web server via an Internet or Intranet connection and to access and display said web page;

a plurality of support specialists operating computers in communication with said web server to allow said support specialists to communicate with user computers requiring support, said support specialists being selectable by said user computers via said web page; and

a support specialist status application monitoring the status of said support specialists and user computers requesting support and prompting said web server to establish a connection between a support specialist computer and a user computer when a support specialist becomes available.

2. A web based help desk as defined in claim 1 further including an Expert System including a knowledge base to diagnose computer problems based on problem information gathered from user computers, said Expert System being selectable by user computers via said web page.

3. A web based help desk as defined in claim 2 wherein said web page includes an applet presenting status information concerning said support specialists and the number of users in a queue seeking access to said support specialists, said applet being updated by said support specialist status application to provide current support specialist status and queue information.

4. A web based help desk as defined in claim 3 wherein said web page presents information concerning the area of expertise of each of said support specialists, said applet allowing a user to select a specific support specialist.

5. A web based help desk as defined in claim 4 wherein said web page further includes links to personal web pages of said support specialists, said personal web pages presenting detailed biographical information concerning said support specialists.

6. A web based help desk as defined in claim 5 wherein each of said personal web pages presents a picture and detailed personal and technical information of a support specialist.

7. A web based help desk as defined in claim 2 wherein said web page includes a second applet selectable to allow a user computer to access said Expert System, said second applet prompting users to enter computer problem information and forwarding gathered information to said Expert System for processing.

8. A web based help desk as defined in claim 1 wherein said support specialists and users further establish voice communication connections after said computer connections have been established.

9. A web based help desk as defined in claim 8 wherein said voice communication connections are established over a public switched telephone network.

10. A web based help desk as defined in claim 8 wherein said voice communication connections are established between said support specialist computers and said user computers over Internet or Intranet connections, said voice communication connections being initiated by selection of third applets presented to said support specialists and user computers.

11. A web based help desk as defined in claim 7 wherein said Expert System provides said support specialist with the information gathered from said user and diagnoses made by said Expert System when a user computer and support specialist establish a computer connection.

12. A web based help desk as defined in claim 11 wherein said gathered computer problem information is provided to said support specialist in the form of a fourth applet.

13. A web based help desk as defined in claim 12 wherein said fourth applet is transferable between support specialists.

14. A web based help desk as defined in claim 13 wherein said Expert System transmits diagnosis information to said user when said Expert System has high confidence that said diagnosis is correct.

15. A help desk web page comprising:

support specialist information areas presenting expertise information concerning said support specialists;

a first applet presenting support specialist status and queue information, said applet being updated to provide current support specialist status and queue information and selectable by a user to allow said user to select a support specialist and/or enter said queue; and

a selectable Expert System applet, said Expert System applet gathering user computer problem information when selected by said user.

16. A method of providing support to a user computer at a remote location over the Internet or Intranet comprising the steps of:

providing a web server having memory for storing a help desk web page, said web server allowing remote user computers to access said web page by way of an Internet or Intranet connection;

providing a plurality of support specialists operating computers in communication with said web server to communicate with user computers requiring support, said support specialists being selectable by way of said web page;

monitoring the status of said support specialists and user computers requesting support via said web page and establishing a socket connection between a support specialist computer and a user computer via said web server when a support specialist becomes available; and

providing an Expert System including a knowledge base to diagnose computer problems based on gathered computer problem information, said Expert System being accessible by user computers over said Internet or Intranet connection via said web page.

17. The method of claim 16 further comprising the steps of presenting status information concerning said support specialists and the number of users in a queue seeking access to said support specialist;

and updating said status information generally continuously.

18. The method of claim 17 further comprising the step of establishing a voice communication connection between a support specialist and a user to supplement the connection between the support specialist personal computer and the user computer.