Method and apparatus for providing user specific web-based help in a distributed system environment

• US 7,313,592 B1
• Filed: 08/09/2004
• Issued: 12/25/2007
• Est. Priority Date: 06/23/2000
• Status: Expired due to Fees

• Current Assignee: RPX Clearinghouse LLC (RPX Corporation)
• Original Assignee: Nortel Networks Limited (Nortel Networks Corporation)
• Inventors: Epplett, John, Chan, Laurence C., Sharma, Shailendra, Huboi, Peter A.
• Primary Examiner(s): VU, THONG H
• Application Number:
  US10/932,373
• Time in Patent Office: 1,233 Days
• Field of Search: 709/238, 707/104, 705/10
• US Class Current: 709/203
• CPC Class Codes: H04M 3/22 Arrangements for supervision, monitoring or testing
• CPC Class Codes: H04M 3/42 Systems providing special services or facilities to subscribers specially adapted for wireless communication networks H04W4/00
• CPC Class Codes: H04M 3/533 Voice mail systems
• CPC Class Codes: H04M 7/12 for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal

Abstract

The present invention provides a system in which a user can login to a World Wide Web server'"'"'s (Web) application page and get help on the features assigned to an instrument such as a telephone or a service such as a voicemail system that is a configurable asset specifically assigned to that user. The on-line help is preferably kept in text and/or multimedia format on a server. The entity or that is displaying the help information is preferably a different entity than the service provider device that is providing the functionality or service to the asset. A synchronization process occurs so that thew server providing the Web-based help has a database of features assigned to the user as well as other information about the user.

Claims

1. A method of managing configurable assets in a distributed system environment including a management server controlled by an enterprise and at least one service provider device controlled by a service provider, the method comprising:

storing, by the management server, help information about the configurable assets;

synchronizing the management server with the service provider device by obtaining user information indicative of which configurable assets are associated with a user, and which features are enabled for that user;

storing, by the management server, the user information about users associated with the configurable assets;

receiving requests for the help information from the users; and

sending, by the management server, the help information to the users in accordance with the user information.

2. The method of claim 1, further comprising:

updating the help information in response to changes to the configurable assets and to service provider devices that support and control the configurable assets.

3. A system to manage configurable assets in a distributed system environment, the system comprising:

A database to store help information about the configurable assets, and user information about users associated with the configurable assets; and

A management server controlled by an enterprise, and operable to synchronize with a service provider device controlled by a service provider by obtaining user information indicative of which configurable assets are associated with a user, and which features are enabled for that user, and further operable to receive requests for the help information from the users, the management server being operable to send the help information to the users in accordance with the user information.

4. The system of claim 3, wherein the management server includes Web server functionality.

5. A system to manage configurable assets in a distributed system environment including at least one service provider device controlled by a service provider, the system comprising:

means controlled by an enterprise for storing help information about a plurality of configurable assets;

means controlled by the enterprise for synchronizing with the service provider device by obtaining user information indicative of which configurable assets are associated with a user, and which features are enabled for that user;

means for storing user information about users associated with the plurality of configurable assets;

means for receiving requests for the help information from the users; and

means controlled by an enterprise for sending the help information to the users in accordance with the user information.

6. A method of managing configurable assets in a distributed system environment including a management server controlled by an enterprise and at least one service provider device controlled by a service provider, the method comprising:

storing, by the management server, help information about a plurality of configurable assets and the service provider device and about features of the configurable assets and a service provider device, the configurable assets under control of the service provider device;

storing user information about users associated with the configurable assets;

updating the user information;

automatically discovering status information regarding the service provider device and the configurable assets;

automatically updating the stored help information according to the status information indicative of which features are enabled for that user;

manually updating the help information according to instructions from an administrator;

receiving requests for the help information from the users;

granting the users access to the help information according to user information; and

prompting, by the management server, sending the help information to the users.