Methods and apparatus for providing remote diagnostics to a television receiver
First Claim
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1. A method of processing a customer support request by a computerized call processing system comprising a processing device, the method comprising:
- receiving, at the computerized call processing system, a telephone call from a user;
identifying, by the computerized call processing system, a television receiver associated with the user;
connecting the call processing system to the identified television receiver via a communication network;
receiving video content, at the call processing system, from the identified television receiver that is connected to the call processing system; and
outputting the video content received from the identified television receiver to a display for presentation to an agent handling the telephone call.
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Accused Products
Abstract
Described herein are techniques for allowing a customer support agent to remotely analyze a television receiver. A television receiver is communicatively coupled to a customer support center through a communication network. A customer support agent remotely accesses the television receiver and the television receiver transmits video content to the customer support center through the communication network. The video output is outputted to the customer support agent at the customer support center for analysis of the television receiver.
13 Citations
21 Claims
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1. A method of processing a customer support request by a computerized call processing system comprising a processing device, the method comprising:
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receiving, at the computerized call processing system, a telephone call from a user; identifying, by the computerized call processing system, a television receiver associated with the user; connecting the call processing system to the identified television receiver via a communication network; receiving video content, at the call processing system, from the identified television receiver that is connected to the call processing system; and outputting the video content received from the identified television receiver to a display for presentation to an agent handling the telephone call. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A television receiver comprising:
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a hardware receiver interface that receives input video data from a television distribution network; a hardware network interface communicatively coupled to a call processing system located remotely with respect to the television receiver, the network interface operable to exchange data with the call processing system; and a processing device communicatively coupled to the receiver interface and the network interface, the processing device operable to; receive a command, via the network interface, from the call processing system, the command requesting the processing device to change at least one operating parameter; generate output video data responsive to the command; and initiate transmission of the output video data to the call processing system via the network interface. - View Dependent Claims (9, 10, 11, 12, 13, 14, 15)
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16. A call processing system comprising:
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a hardware telephone interface operable to receive a telephone call from the user; a processing device operable to identify a television receiver associated with the user and generate a request to communicate with the television receiver; and a hardware network interface communicatively coupled to the television receiver through a communication network, the network interface operable to connect to the television receiver responsive to the request and to receive video content from the television receiver; the processing device operable to initiate output of the video content to an agent at the call processing system. - View Dependent Claims (17, 18, 19, 20, 21)
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Specification