Virtual technician for providing technical support for manipulation of radiotelephones

• US 7,383,040 B2
• Filed: 05/15/2006
• Issued: 06/03/2008
• Est. Priority Date: 06/11/2001
• Status: Expired due to Term

• Current Assignee: Chanyu Holdings LLC (Intellectual Ventures LLC)
• Original Assignee: At&T Delaware Intellectual Property, Inc. (AT&T, Inc.)
• Inventors: Tolbert, Robert E. II
• Primary Examiner(s): TIEU, BINH KIEN
• Application Number:
  US11/433,949
• Publication Number:
  US 20060209179A1
• Time in Patent Office: 750 Days
• Field of Search: 455/186.1, 455/67.1, 455/403, 455/411, 455/423, 455418-419, 455/517, 455/550.1, 379/201.01, 379/201.04, 379/201.05, 379/201.12, 348/14.01
• US Class Current: 455/425
• CPC Class Codes: G09B 7/00 Electrically-operated teaching apparatus or devices working with questions and answers mechanically operated G09B3/00; computing arrangements G06F
• CPC Class Codes: H04M 3/42161 via computer interface

Abstract

The present invention relates to a virtual technician adapted to run on different platforms and to provide programming instructions and trouble shooting tips to users. The virtual technician can run on a computer or a radiotelephone. It allows a user to learn how to program or to trouble shoot a radiotelephone without going through a technical manual. The virtual technician prompts the user to select the task and displays the information on a user interface screen. The virtual technician may also assist the user to program a radiotelephone.

Claims

1. A virtual technician for assisting a user to operate a radiotelephone, the virtual technician being capable of interpreting a technical request and providing a solution for the request, the virtual technician comprising:

a computer readable memory on which is stored a computer program, the computer program comprising instructions, when executed by a computer, perform;

receiving a user input;

receiving manufacturer data;

receiving radiotelephone model data;

searching for an answer to a user problem stated by the user input;

displaying the answer to the user; and

changing features of the radiotelephone by programming the radiotelephone automatically, the changing features of the radio telephone including;

receiving an equipment manufacturer;

receiving an equipment model;

providing a list of programmable features for the model to the user;

receiving a selected programmable feature from a user input; and

programming the radiotelephone with the selected programmable feature in response to a user input.

2. The virtual technician of claim 1, wherein the computer program is executed in a client environment.

3. The virtual technician of claim 1, wherein the computer program is downloaded to a client environment and executed in its entirety in the client environment.

4. The virtual technician of claim 1, wherein the computer program further performs playing a video file associated with the answer.

5. The virtual technician of claim 4, wherein the video file is a MPEG (moving pictures experts group) file.

6. The virtual technician of claim 1 further comprising a database residing in the computer readable memory, the database storing information on a plurality of radiotelephones.

7. The virtual technician of claim 1 further comprising a database residing in the computer readable memory, wherein the database stores the answer to the user problem.

8. The virtual technician of claim 1, wherein the computer program further performs displaying a list of symptoms.

9. A method of providing operational instructions of a radiotelephone to a user, the method comprising:

displaying a first menu in an instruction window, wherein the first menu lists a plurality of radiotelephone manufacturers;

accepting a selection of a manufacturer;

displaying a second menu in the instruction window, wherein the content of the second menu of options depends on the selection of the first option;

accepting a selection of a second option;

searching a database for a response, wherein the search uses the manufacturer'"'"'s information;

displaying the response in a response window; and

changing features of the radiotelephone by programming the radiotelephone automatatically, the changing features of the radio telephone including;

receiving an equipment manufacturer;

receiving an equipment model;

providing a list of programmable features for the model to the user;

receiving a selected programmable feature from a user input; and

programming the radiotelephone with the selected programmable feature in response to a user input.

10. The method of claim 9 further comprising displaying a video in a video window.

11. The method of claim 9, wherein the second menu is a list of subject topics.

12. The method of claim 9 further comprising displaying a third menu, wherein the third menu is a list of models of radiotelephones.

13. A method for assisting a user to program a radiotelephone, the method comprising:

receiving first menu data from a server;

displaying the first menu on a display device;

accepting a first menu selection from the user; and

changing internal settings of the radiotelephone based on the user'"'"'s first menu selection by programming the radiotelephone automatically, the changing features of the radio telephone including;

receiving an equipment manufacturer;

receiving an equipment model;

providing a list of programmable features for the model to the user;

receiving a selected programmable feature from a user input; and

programming the radiotelephone with the selected programmable feature in response to a user input.

14. The method of claim 13 further comprising

retrieving manufacturer information from a first register in the radiotelephone;

and

retrieving model information from a second register in the radiotelephone.

15. The method of claim 13 further comprising:

displaying a second menu, wherein the second menu is a list of radiotelephone models.

16. The method of claim 13 further comprising

displaying a second menu, wherein the second menu is a list of symptoms of radiotelephone malfunctions.