Method and apparatus for optimizing client responsiveness and server performance

• US 7,353,264 B2
• Filed: 11/13/2002
• Issued: 04/01/2008
• Est. Priority Date: 11/13/2002
• Status: Expired due to Fees

• Current Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Original Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Inventors: Gill, Rajpal Singh, McMillan, Harold Todd
• Primary Examiner(s): JACOBS, LASHONDA T
• Application Number:
  US10/293,091
• Publication Number:
  US 20040090450A1
• Time in Patent Office: 1,966 Days
• Field of Search: 709/203, 709/217, 709/219, 709/223, 709/224
• US Class Current: 709/223
• CPC Class Codes: G06F 11/2294 by remote test

Abstract

A method and apparatus for providing on line assistance to an end user who is experiencing a problem with a computer. The computer includes a display, a monitoring unit, and a browser. The browser is loaded on the computer and is configured to establish an on-line session with another computer when the browser is enabled. The monitoring unit periodically monitors the other computer for any messages destined for the computer when the browser is closed.

Claims

1. An on-line assistance system, comprising:

a first computer of one who may require assistance that includes;

a display;

a monitoring unit loaded on the first computer; and

a browser loaded on the first computer and configured to request establishment of an on-line session with a second computer of one in a position to grant assistance when the browser is enabled, said browser leaving behind a Cookie or other record or pertinent user information,

wherein the monitoring unit, guided by information obtained from this Cookie or other record, periodically monitors the second computer for any messages destined for the first computer when the browser is closed.

2. The on-line assistance system according to claim 1, wherein the browser is enabled by a user activating an icon on the display, and

wherein the browser provides a direct on-line connection to a support server that is used to provide support to the user in order to fix a problem experienced on the first computer.

3. The on-line assistance system according to claim 2, wherein the direct on-line connection is an http connection.

4. The on-line assistance system according to claim 1, wherein the monitoring unit periodically monitors the second computer by opening a browser object after a predetermined time period has elapsed, wherein if no message for the first computer is found at the second computer by way of the browser object, the browser object is closed.

5. The on-line assistance system according to claim 4, further comprising:

a backoff timer unit coupled to the monitoring unit, the backoff timer unit determining an elapsed time from when the request to establish an on-line session by way of the browser was made, the backoff timer unit calculating a time amount for reopening the browser from when the browser was most recently reopened, based on the elapsed time.

6. The on-line assistance system according to claim 5, wherein the time amount for reopening the browser increases in proportion to increases in the elapsed time.

7. The on-line assistance system according to claim 5, wherein, in a case where the elapsed time has passed a fixed time amount without detecting any message for the first computer on the second computer, the monitoring unit ceases to re-open the browser.

8. A computer program product that provides for on-line assistance to an end user, the end user having a first computer for communicating with a second computer of one who can offer assistance to the end user over a network, the computer program product comprising:

a first computer program unit configured to cause a browser object to open a network browser on the first computer;

a second computer program unit configured to request establishment of an on-line session with the second computer when the network browser is open on the first computer;

saving pertinent user information in the form of a Cookie or other record, and

a third computer program unit guided by the user information obtained from the Cookie or other record and configured to periodically cause the first computer program unit to open the network browser to check for any messages originating from the second computer, coming from one who can offer assistance to the end user, and destined for the first computer when the network browser is closed.

9. The computer program product according to claim 8, wherein the network is an Internet.

10. The computer program product according to claim 8, wherein the network is a combination of a local area network and an Internet, with a firewall provided between the local area network and the Internet, wherein the first computer is provided on the local area network on a first side of the firewall, and wherein the second computer is provided on a second side of the firewall and is not provided on the local area network.

11. The computer program product according to claim 8, wherein the network browser is enabled by a user activating an icon on the display, and

wherein the network browser provides a direct on-line connection to a support server that is directly coupled to the second computer and that is used to provide support to the user in order to assist the user in addressing a problem experienced on the first computer.

12. The computer program product according to claim 11, wherein the direct on-line connection is an http connection.

13. The computer program product according to claim 8, wherein the third computer program unit, by periodically opening the first computer program unit causes a periodic monitoring of the second computer by way of the network browser, wherein if no message for the first computer is found that originated from the second computer, the browser is closed.

14. The computer program product according to claim 8, further comprising:

a fourth computer program unit configured to determine an elapsed time from when the request to establish the on-line session from the first computer to the second computer by way of the browser was made, the fourth computer program unit configured to calculate a time amount for reopening the network browser from when the network browser was most recently reopened, based on the elapsed time.

15. A method for obtaining on line help for a first computer, comprising:

opening a browser loaded on the first computer of one seeking assistance to request establishment of an on line session between the first computer and a second computer of one in a position to offer assistance;

assigning a unique case number for the requested session, the unique case number also being assigned to a particular problem to be resolved on the first computer;

sending at least one message between a first user of the first computer and a second user of the second computer, in order to try to resolve the problem;

saving pertinent user information on the first computer in the form of a Cookie or other record,

determining, at the first computer, when the browser is closed, a time from when the on line connection was first established; and

periodically reopening, at the first computer, when the browser is closed, the browser in order to check for any messages having the unique case number assigned thereto at a server that is utilized by the second computer for storing messages, guided by the user information obtained from the Cookie or other record.

16. The method according to claim 15, wherein the browser is enabled by a user activating an icon on a display of the first computer, and

wherein the browser provides a direct on-line connection to a support server that is directly coupled to the second computer and that is used to provide support to the user in order to assist the user in addressing a problem experienced on the first computer.

17. The method according to claim 16, wherein the direct on-line connection is an http connection.

18. The method according to claim 15, wherein the periodic reopening step results in a periodic monitoring of the second computer by way of the browser, wherein if no message for the first computer is found at the server by way of the browser, the browser is closed.

19. The method according to claim 15, further comprising:

determining an elapsed time from when the request to establish an on-line session from the first computer to the second computer by way of the browser was made, and calculating a time amount for reopening the network browser from when the browser was most recently reopened in the periodic reopening step, based on the elapsed time.

20. The method according to claim 19, wherein the time amount for reopening the browser increases in proportion to increase in the elapsed time.

21. An apparatus for providing on-line assistance to an end user, the end user having a first computer for communicating with a second computer of one in a position to offer assistance over a network, the apparatus comprising:

means for causing a browser object to open a network browser on the first computer;

means for requesting the establishment of an on-line session with the second computer when the network browser is open on the first computer, saving pertinent user information in the form of a Cookie or other record; and

means for periodically causing the first computer program unit to open the network browser to check for any messages from the second computer destined for the first computer when the network browser is closed, guided by the pertinent user information obtained from the Cookie or other record.