Customer self-help toolkit

• US 6,684,242 B1
• Filed: 05/02/2000
• Issued: 01/27/2004
• Est. Priority Date: 06/25/1999
• Status: Expired due to Term

• Current Assignee: Comcast MO Group Incorporated (Comcast Corporation)
• Original Assignee: MediaOne Group Inc. (Comcast Corporation)
• Inventors: Bahlmann, Bruce F.
• Primary Examiner(s): An, Meng-Al T.
• Assistant Examiner(s): Nguyen, Dustin
• Application Number:
  US09/562,168
• Time in Patent Office: 1,365 Days
• Field of Search: 379/15, 709/201, 709/222, 709/224, 375/220, 707/102, 713/2, 717/169
• US Class Current: 709/222
• CPC Class Codes: G06Q 30/04 Billing or invoicing
• CPC Class Codes: Y10S 707/99939 Privileged access

Abstract

A method for preparing a computer for service activation with a network service provider. A pre-qualifying routine is executed on the computer to gather information about the computer'"'"'s initial configuration setting. A diagnostic routine is executed on the computer to test the hardware components involved in network services. If the initial configuration setting and test results meet or exceed predetermined requirements, then service software applications programs are installed in the computer and programmable configuration settings are updated. The computer then transfers a copy of the final configuration settings and test results to the network service provider where the information is stored for future reference.

Claims

1. A method for preparing a computer for service activation with a network service provider, the method comprising:

querying the computer to produce an initial configuration setting regarding programmable hardware and software settings of the computer;

analyzing the initial configuration setting to determine if the initial configuration setting meets a predetermined minimum configuration setting indicative of the computer being capable of service activation with the network service provider, wherein the predetermined minimum configuration setting varies as a function of geographic location of the computer;

if the initial configuration setting meets the predetermined minimum configuration setting, testing the functionality of hardware of the computer necessary to be operational in order to enable service activation with the network service provider and producing a test result based on the testing;

analyzing the test result to determine if the hardware of the computer is operational such that the computer is capable of service activation with the network service provider;

installing at least one network related program into the computer upon determining that the computer is capable of service activation, the at least one network related program including a web browser program and enabling the computer to communicate with the network service provider as an unregistered guest in order to activate service with the network service provider;

in connection with installing the at least one network related program into the computer, updating the initial configuration setting by changing appropriate hardware and software programmable settings of the computer to produce a final configuration setting in order to configure the computer for network service activation; and

transferring the final configuration setting to the network service provider for preservation.

2. The method of claim 1 further comprising storing the final configuration setting in the computer for preservation.

3. The method of claim 1 further comprising storing the initial configuration setting in the computer prior to updating the initial configuration setting to enable restoration of the computer to the initial configuration setting.

4. The method of claim 1 further comprising transferring the test result to the network service provider for preservation.

5. The method of claim 1 further comprising:

testing the computer after service activation with the network service provider to produce a subsequent test result; and

transferring the subsequent test result to the network service provider for preservation.

6. The method of claim 1 further comprising:

analyzing the initial configuration setting to determine if the computer meets a preferred requirement in response to querying the computer; and

generating a recommendation message in response to determining that the computer is capable of service activation and that the initial configuration setting is deficient as compared to the preferred requirement to inform a user of the computer.

7. The method of claim 1 further comprising generating an error message in response to determining that the computer is deficient for service activation to inform a user of the computer.

15. The method of claim 1 wherein:

the initial configuration setting regarding the programmable hardware and software settings of the computer includes information regarding computer operation system software, computer processor, computer local storage drive storage space, computer random access memory, and computer network interface device.

16. The method of claim 15 wherein:

the predetermined minimum configuration setting is set at a level to ensure that a computer running a network related program has computer operation system software compatible with the network related program and has sufficient computer processor speed, computer local storage drive storage space, computer random access memory, and computer network interface device access to run the network related program.

8. An information recording medium for use in a computer to enable service activation of the computer with a network service provider, the information recording medium recording a computer program that is readable and executable by the computer, the computer program comprising:

querying the computer to produce an initial configuration setting regarding programmable hardware and software settings of the computer;

analyzing the initial configuration setting to determine if the initial configuration setting meets a predetermined minimum configuration setting indicative of the computer being capable of service activation with the network service provider, wherein the predetermined minimum configuration setting varies as a function of geographic location of the computer;

if the initial configuration setting meets the predetermined minimum configuration setting, testing the functionality of hardware of the computer necessary to be operational in order to enable service activation with the network service provider to produce and producing a test result based on the testing;

analyzing the test result to determine if the hardware of the computer is operational such that the computer is capable of service activation with the network service provider;

installing at least one network related program into the computer upon determining that the computer is capable of service activation, the at least one network related program including a web browser program and enabling the computer to communicate with the network service provider as an unregistered guest in order to activate service with the network service provider;

in connection with installing the at least one network related program into the computer, updating the initial configuration setting by changing appropriate hardware and software programmable settings of the computer to produce a final configuration setting in order to configure the computer for network service activation; and

transferring the final configuration setting to the network service provider for preservation.

9. The information recording medium of claim 8 wherein the computer program further comprises storing the final configuration setting in the computer for preservation.

10. The information recording medium of claim 8 wherein the computer program further comprises storing the initial configuration setting in the computer prior to updating the initial configuration setting to enable restoration of the computer to the initial configuration setting.

11. The information recording medium of claim 8 wherein the computer program further comprises transferring the test result to the network service provider for preservation.

12. The information recording medium of claim 8 wherein the computer program further comprises:

testing the computer after service activation with the network service provider to produce a subsequent test result; and

transferring the subsequent test result to the network service provider for preservation.

13. The information recording medium of claim 8 wherein the computer program further comprises:

analyzing the initial configuration setting to determine if the computer meets a preferred requirement in response to querying the computer; and

generating a recommendation message in response to determining that the computer is capable of service activation and that the initial configuration setting is deficient as compared to the preferred requirement to inform a user of the computer.

14. The information recording medium of claim 8 wherein the computer program further comprises generating an error message in response to determining that the computer is deficient for service activation to inform a user of the computer.

17. The information recording medium of claim 8 wherein:

the initial configuration setting regarding the programmable hardware and software settings of the computer includes information regarding at least one of computer operation system software, computer processor, computer local storage drive storage space, computer random access memory, and computer network interface device.

18. The information recording medium of claim 17 wherein:

the predetermined minimum configuration setting is set at a level to ensure that a computer running a network related program has computer operation system software compatible with the network related program and has sufficient computer processor speed, computer local storage drive storage space, computer random access memory, and computer network interface device access to run the network related program.