Method and system for monitoring high availability support system

• US 8,340,699 B2
• Filed: 12/19/2006
• Issued: 12/25/2012
• Est. Priority Date: 12/19/2006
• Status: Active Grant

• Current Assignee: SAP SE
• Original Assignee: SAP AG (SAP SE)
• Inventors: O'Neil, Owen, Testone, Josh P, Nelson, Greg S
• Primary Examiner(s): Arevalo, Joseph
• Application Number:
  US11/641,245
• Publication Number:
  US 20080146258A1
• Time in Patent Office: 2,198 Days
• Field of Search: 370/335, 370/320, 370/466, 370/342, 370/312, 370/352, 370/401, 370/338, 455/433, 455/466, 455/574, 455/69, 455/563, 455/456.1, 455/404.1, 455/426.1, 455/414.1, 455/461, 709/226, 709/227, 709/238, 709/239, 709/219, 379/213.01, 379/88.03
• US Class Current: 455/466
• CPC Class Codes: H04L 67/14 Session management for real-time applications in data packet communications networks H04L65/1066
• CPC Class Codes: H04L 67/145 avoiding end of session, e.g. keep-alive, heartbeats, resumption message or wake-up for inactive or interrupted session
• CPC Class Codes: H04W 8/06 Registration at serving network Location Register, VLR or user mobility server

Abstract

A system for monitoring the availability of support members includes an application program (heartbeat application) that runs on a handheld device and an associated program that runs on a heartbeat server. The heartbeat application collects status information of the handheld device. The handheld device periodically transmits the status information to the heartbeat server in a digital data message that has a format adapted to an operation mode of the handheld device. Based on the status information, the availability of the data connection to the handheld device is determined.

Claims

1. A computer-implemented method comprising:

periodically receiving status information from a handheld device of an on-call support member at a server in a digital data message without a request from the server, the digital data message having a format identifying a a supported communication mode of the handheld device;

determining availability of a data connection to the handheld device based on the status information; and

routing a support request to an alternate handheld device of a back-up support member automatically in response to determining that the data connection to the handheld device is unavailable.

2. The method of claim 1 wherein receiving the status information comprises:

receiving the status information at the server in a Short Message Service (SMS) message format if the handheld device is in a voice operation mode.

3. The method of claim 1 wherein receiving the status information comprises:

receiving the status information at the server in a message format for Internet communications if the handheld device is in a data operation mode.

4. The method of claim 1 wherein receiving the status information comprises receiving at least one item from the following group:

call status, tower information, memory information, battery information, installed software information, firmware information, hardware information, and network information.

5. The method of claim 1 further comprising:

monitoring the status information received from a plurality of handheld devices; and

creating a map that plots availability data of end users that use the plurality of handheld devices according to the status information.

6. The method of claim 5 further comprising:

reporting statistics of the status information received from the plurality of handheld devices.

7. The method of claim 1 further comprising:

if the data connection is determined to be available, presenting the support request to the handheld device as an email message.

8. The method of claim 1, wherein receiving status information from the handheld device of the on-call support member at the server comprises:

receiving unrequested status information from the handheld device of the on-call support at the server.

9. A system comprising:

a plurality of handheld devices, each of the handheld devices periodically transmits status information to a server in a digital data message without a request from the server, the digital data message identifying a supported communication mode of the handheld device; and

a data server coupled to the plurality of handheld devices, the data server monitors and processes the status information for determination of availability of data connections to the plurality of handheld devices, the data server routes a support request to one of the plurality of handheld devices of back-up support members automatically in response to determining that the data connection to another one of the plurality of handheld devices of an on-call support member is unavailable.

10. The system of claim 9 further comprising:

a call routing server coupled to the data server to route support requests according to the status information.

11. The system of claim 9 further comprising:

a data store coupled to the data server to store the status information and to respond to queries on the status information.

12. The system of claim 9 wherein the status information comprises at least one item from the following group:

call status, tower information, memory information, battery information, installed software information, firmware information, hardware information, and network information.

13. The system of claim 9 wherein each of the handheld devices transmits the status information to the data server in a Short Message Service (SMS) message format if the handheld device operates in a voice operation mode.

14. The system of claim 9 wherein each of the handheld devices transmits the status information to the data server in a message format for Internet communications if the handheld device is in a data operation mode.

15. A non-transitory machine-readable storage medium having instructions, when executed, cause a machine to perform a method, the method comprising:

periodically receiving status information from a handheld device of an end user in a digital data message without a request from the server, the digital data message having a format identifying a supported communication mode of the handheld device;

processing the status information for determination of availability of a data connection to the handheld device; and

routing a support request to an alternate device of a different end user automatically in response to determining that the data connection to the handheld device is unavailable.

16. The non-transitory machine-readable storage medium of claim 15, wherein receiving the status information comprises:

receiving the status information in a Short Message Service (SMS) message format if the handheld device is in a voice operation mode.

17. The non-transitory machine-readable storage medium of claim 15, wherein receiving the status information comprises:

receiving the status information in a message format for Internet communications if the handheld device is in a data operation mode.

18. The non-transitory machine-readable storage medium of claim 15, wherein receiving the status information comprises receiving at least one item from the following group:

call status, tower information, memory information, battery information, installed software information, firmware information, hardware information, and network information.

19. The non-transitory machine-readable storage medium of claim 15, wherein the method further comprising:

monitoring the status information transmitted from a plurality of handheld devices; and

creating a map that plots availability data of end users that use the plurality of handheld devices according to the status information.

20. The non-transitory machine-readable storage medium of claim 15, wherein the method further comprising:

reporting statistics of the status information transmitted from the plurality of handheld devices.

21. The non-transitory machine-readable storage medium of claim 15, wherein the method further comprising:

if the data connection is determined to be available, presenting the support request to the handheld device as an email message.