Methods and systems for customer premises remote collaboration facility

• US 7,392,540 B1
• Filed: 10/03/2000
• Issued: 06/24/2008
• Est. Priority Date: 10/03/2000
• Status: Expired due to Term

• Current Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Original Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Inventors: Pell, Adrian
• Primary Examiner(s): Zand; Kambiz
• Assistant Examiner(s): Lipman; Jacob
• Application Number:
  US09/678,573
• Time in Patent Office: 2,821 Days
• Field of Search: 713/201, 717168-178, 726/3, 726/4, 726 11- 14, 709/203
• US Class Current: 726/12
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04L 63/029 Firewall traversal, e.g. tunnelling or, creating pinholes
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

Methods and structure of enabling secure communications between a customer computer system and a vendor support representative computer system despite firewall security on either or both systems. One embodiment provides for a collaboration center with a rendezvous service and an interaction service responsive to communications from the support representative or the customer. The rendezvous service initiates the communications between the customer and an appropriate support representative selected according to rendezvous rules provided by the vendor. Once selected, the support representative and customer systems interact by exchanging requests and responses through the interaction service using standard HTTP and Web protocols and interfaces. The communications utilize standard Web browser client programs on the respective computers and standard Web HTTP protocols that pass through typical firewall protection.

Claims

1. A system for securely exchanging information between systems comprising:

a requesting system coupled to the Internet from which a user requests assistance from a support representative wherein said user utilizes a Web browser client to request said assistance;

a support representative system coupled to the Internet from which a support representative responds to the requesting user to provide assistance; and

a collaboration server system coupled to the Internet and accessible to both said requesting system and said support representative system for receiving a request from the user for assistance and for processing said request for assistance wherein said collaboration server system includes;

a rendezvous service, responsive to receipt of said request for assistance from the user, to initiate communications between the user and the support representative over the Internet between said requesting system and said support representative system in presence of firewall protection in said requesting system and in said support representative system; and

an interaction service for managing continued interaction between said support representative system and said requesting system in presence of firewall protection in said requesting system and in said support representative system, wherein said requesting system includes a support proxy for receiving from said interaction service a response to said request for assistance and said response includes an operational module that obtains information about the requesting system of the user and transmits the information back to the collaboration server.

2. The system of claim 1 wherein said support proxy loads and executes said operational module.

3. The system of claim 1 wherein said rendezvous service includes:

a support representative locator for locating said support representative that is a user who responds to said request for assistance.

4. The system of claim 3 wherein said support representative locator includes:

rendezvous rules; and

a rules evaluator for selecting said support representative in accordance with said rendezvous rules.

5. The system of claim 1 wherein said operational module includes:

a digital signature for verifying the origin of said operational module.

6. The system of claim 5 wherein said support proxy verifies the integrity of said operation module using said digital signature.

7. The system of claim 6 wherein said digital signature uses a key of at least 128 bits.

8. A collaboration server system for securely exchanging information between a requesting system and a support representative system, said collaboration server system comprising:

a rendezvous service, responsive to receipt of a request for assistance generated by a user of a Web browser client operating on said requesting system, to initiate communications via the Internet between said user and support personnel at said support representative system, said requesting system and said support representative system each having firewall protection; and

an interaction service for managing continued communication between said support personnel and said user in presence of firewall protection at said requesting system and firewall protection at said support representative system, wherein said requesting system includes a support proxy for receiving from said interaction service a response to said request for assistance and said response includes an operational module that obtains information about the requesting system of the user and transmits the information back to the interaction service.

9. The system of claim 8 wherein said support proxy loads and executes said operational module within said requesting system.

10. The system of claim 8 wherein said rendezvous service includes:

a support representative locator for locating a support representative that is a user who responds to said request for assistance.

11. The system of claim 10 wherein said support representative locator includes:

rendezvous rules; and

a rules evaluator for selecting said support representative in accordance with said rendezvous rules.

12. The system of claim 8 wherein said operational module includes:

a digital signature for verifying the origin of said operational module.

13. The system of claim 12 wherein said support proxy verifies the integrity of said operation module using said digital signature.

14. The system of claim 13 wherein said digital signature uses a key of at least 128 bits.