Remote computer system and related equipment diagnostics using data gathered over a telephone channel

• US 7,760,857 B2
• Filed: 01/23/2003
• Issued: 07/20/2010
• Est. Priority Date: 12/12/2002
• Status: Expired due to Fees

• Current Assignee: Alcatel-Lucent USA, Inc. (Nokia Corporation)
• Original Assignee: Motive Incorporated (Nokia Corporation)
• Inventors: Vetter, Brian J., Cohn, A. Wade, Chopra, Arjun
• Primary Examiner(s): TRAN, QUOC DUC
• Application Number:
  US10/349,841
• Publication Number:
  US 20030135592A1
• Time in Patent Office: 2,735 Days
• Field of Search: 379/9.02, 379/9.03, 379/9.04, 379/265.01, 379/265.02, 379/265.09, 714/30, 714/31, 714/57, 709/217, 717/106, 717/124, 717/168, 717/172
• US Class Current: 379/9.03
• CPC Class Codes: G06F 11/0709 in a distributed system consisting of a plurality of standalone computer nodes, e.g. clusters, client-server systems
• CPC Class Codes: G06F 11/0748 in a remote unit communicating with a single-box computer node experiencing an error/fault remote testing G06F11/2294
• CPC Class Codes: G06F 11/2294 by remote test

Abstract

A method, system, computer system and computer program product to remotely diagnose a problem with a computer system or related equipment using data provided by a user of the computer system via telephone. A signal including speech and/or DTMF tones is received via a telephone channel from a user of the computer system or equipment. The computer system and/or equipment associated with the signal is identified using information from the signal, such as a user name, caller ID, telephone number, or password. A source of diagnostic information about the computer system is identified, and diagnostic information is gathered from the source. The diagnostic information can be used to fix the problem or provided to a customer service agent for use in further problem diagnosis.

Claims

1. A method comprising:

receiving speech or DTMF tone information from a user communication via a telephone channel;

processing said received information with a computer-based voice application configured to interpret both said speech and said DTMF tones to determine that a first computer system is associated with said user;

conducting an automated dialog with said user to iteratively collect problem data via said speech or DTMF tones regarding a problem entity associated with said first computer system;

determining that a data network accessed by said first computer system is a source of diagnostic information related to said problem-entity; and

gathering the diagnostic information from said data network.

2. The method of claim 1, wherein said conducting includes forming a request to retrieve a stored response from a response server based on said data and responding to said user based on content of said stored response.

3. The method of claim 1 wherein said gathering the diagnostic information comprises accessing a second_computer system to gather the diagnostic information.

4. The method of claim 3 further comprising:

determining that a problem related to operation of the first computer system is caused by the second computer system; and

reporting via the telephone channel that the problem is caused by the second computer system.

5. The method of claim 1 wherein said gathering the diagnostic information comprises accessing an application program running on a second computer system to gather the diagnostic information.

6. The method of claim 1 further comprising:

attempting to diagnose a problem with operation of the problem entity using the diagnostic information; and

providing the diagnostic information to a human service agent.

7. The method of claim 1 further comprising receiving the user communication via a Voice Over Internet Protocol connection.

8. The method of claim 1 wherein said gathering the diagnostic information comprises accessing a second computer system to gather the diagnostic information, wherein the problem entity is the second computer system.

9. A system comprising:

a receiving module configured to receive data including speech or DTMF tones from a user communication via a telephone channel; and

a voice application configured to accept said data and interpret both said speech and said DTMF tones to determine that a first computer system is associated with said user, said receiving module further configured to;

conduct an automated dialog with said user to iteratively collect problem data via said telephone channel regarding a problem entity associated with said first computer system;

determine a first source of diagnostic information related to said problem, said first source being selected from the group consisting of;

a data network accessed by said first computer system,

a back-end computer system associated with said first computer system, said back-end system being associated with a provider of services to said first computer system that may affect operation of said first computer system,

payment records related to services provided to said first computer system, and

service equipment that provides broadband service to said first computer system; and

gather said diagnostic information from said first source.

10. The system of claim 9, wherein said dialog includes a request based on said data to retrieve a stored response from a response server and a response to said user based on content of said stored response.

11. The system of claim 9, wherein said receiving module is further configured to:

determine whether said diagnostic information is sufficient to resolve said problem; and

forward said user communication to a human agent for further diagnosis of said problem if said diagnostic information is insufficient to resolve said problem.

12. The system of claim 9, wherein said problem entity is said first computer system.

13. The system of claim 9 wherein the problem entity is a second computer system associated with said first computer system.

14. The system of claim 13, wherein a program configurable to gather said diagnostic information is downloaded to the second computer system.

15. The system of claim 13 wherein:

said diagnostic information is gathered by accessing a third computer system;

a problem related to operation of the second computer system is determined to be caused by the third computer system; and

a report is made via the telephone channel that the problem is caused by the third computer system.

16. The system of claim 9 wherein the diagnostic information is gathered by accessing an application program running on a second computer system.

17. The system of claim 9, wherein said diagnostic information is used to diagnose a problem with operation of a second computer system.

18. The system of claim 9, wherein a diagnosis of a problem involving operation of the problem entity is attempted using said diagnostic information, and said diagnostic information is provided to a human service agent.

19. The system of claim 9, wherein the problem entity comprises a digital set top box.

20. The system of claim 9, wherein the user communication is received via a Voice Over Internet Protocol connection.

21. The system of claim 9, wherein said diagnostic information is gathered by providing via said telephone channel a response voice signal that requests a second voice signal, and the second voice signal is used to associate the problem entity with said first source of said diagnostic information.

22. The system of claim 9, wherein the problem entity is the second computer system, and said diagnostic information is gathered by accessing a second computer system.

23. The system of claim 9, wherein said receiving module produces a diagnostic code from said diagnostic information, and the diagnostic code is analyzed to determine said problem with said problem entity.

24. The system of claim 23, wherein said diagnostic code is provided to said user via the telephone channel.

25. The system of claim 23, wherein said diagnostic code is provided to a human agent.

26. A method of providing automated help, comprising:

receiving communication from a user via a telephone channel, said communication comprising speech or DTMF tone information;

identifying a problem computer system related to said communication by processing said communication with a computer-based voice application configured to interpret both said speech and said DTMF tones;

determining that equipment that provides broadband service is connected to said computer system; and

gathering diagnostic information from said equipment.

27. The method of claim 26 further comprising downloading to said problem computer system a program configurable to gather the diagnostic information.

28. The method of claim 26 wherein the problem computer system comprises a digital set top box.

29. The method of claim 26 wherein said gathering the diagnostic information comprises:

providing a response voice signal via the telephone channel, wherein the response voice signal requests a speech response;

receiving the speech response;

using the speech response to associate the problem computer system with a source of the diagnostic information; and

gathering the diagnostic information from the source.

30. The method of claim 26 further comprising:

producing a diagnostic code from said diagnostic information; and

analyzing the diagnostic code to determine a problem with the problem entity.

31. The method of claim 30 further comprising providing the diagnostic code to said user via the telephone channel.

32. The method of claim 26, further comprising:

determining whether said diagnostic information is sufficient to resolve said problem; and

if said diagnostic information is insufficient to resolve said problem, forwarding said user communication to a human agent for further diagnosis of said problem.

33. A method of providing automated help, comprising:

receiving communication from a user via a telephone channel, said communication comprising speech or DTMF tone information;

identifying a problem computer system related to said communication by processing said communication with a computer-based voice application configured to interpret both said speech and said DTMF tones;

associating said problem computer system with a back-end computer system associated with said problem computer system, said back-end system being associated with a provider of services to said problem computer system that may affect operation of said problem computer system; and

gathering diagnostic information from said back-end computer system.

34. The method of claim 33 wherein said gathering the diagnostic information comprises communicating with an application program controlling equipment related to the back-end computer system to gather the diagnostic information.

35. The method of claim 34 further comprising:

determining that a problem with operation of the problem computer system is caused by the equipment; and

reporting via the telephone channel that the problem is caused by the equipment.

36. The method of claim 33, wherein said back-end computer system is an e-mail server.

37. The method of claim 33, wherein said back-end computer system tracks data network outages.

38. The method of claim 33, wherein said back-end computer system is a cause of a problem with said problem computer system.