Systems and methods for technical support sessions

• US 8,447,625 B2
• Filed: 10/27/2005
• Issued: 05/21/2013
• Est. Priority Date: 10/27/2005
• Status: Active Grant

• Current Assignee: Cerner Innovation, Inc. (Oracle Corporation)
• Original Assignee: Cerner Innovation, Inc. (Oracle Corporation)
• Inventors: Churchill, Todd W., Cowan, Daniel P., Tenney, Chuck P.
• Primary Examiner(s): Holcomb, Mark
• Application Number:
  US11/260,301
• Publication Number:
  US 20070095354A1
• Time in Patent Office: 2,763 Days
• Field of Search: 705 2- 4, 705/7.14, 705/304
• US Class Current: 705/2
• CPC Class Codes: A61B 90/00 Instruments, implements or accessories specially adapted for surgery or diagnosis and not covered by any of the groups A61B1/00 - A61B50/00, e.g. for luxation treatment or for protecting wound edges protective face masks A41D13/11; surgeon's or patient's gowns or dresses A41D13/12; devices for carrying-off, for treatment of, or for carrying-over, body liquids A61M1/00

Abstract

Systems and methods for providing technical support sessions to aid clinicians and other end users employing clinical applications are provided. In accordance with one method in a clinical computing environment for requesting a technical support session between a client device and at least one support device, a command to request the technical support session is received. Clinical context information associated with the client device is accessed. A request for the technical support session is communicated. In addition, the clinical context information associated with the client device is communicated.

Claims

1. One or more non-transitory computer-storage media storing computer-useable instructions that, when used by a computing device, cause the computing device to perform a method in a clinical computing environment for initiating a technical support session between a client device and at least one support device, the method comprising:

receiving a request to initiate a technical support session including a technical support representative for a client device to aid a clinician employing a clinical application;

receiving clinical context information associated with the client device, wherein the clinical context information comprises data that aids the technical support representative in assisting the clinician during the technical support session;

automatically accessing a profile for each technical support representative and information about each of the at least one support device being operated by each technical support representative, wherein the profile of each technical support representative comprises capabilities of the technical support representative to assist the clinician who is requesting the technical support session;

determining the at least one skilled technical support representative for the technical support session based on matching the capabilities in the profile of each support representative, information about the associated support device being operated by each technical support representative, and the clinical context information associated with the client device;

accessing by the queue manager, a database maintained by the queue manager and containing the security authorization of each of the at least one skilled technical support representative, wherein the security authorization indicates whether each of the at least one skilled technical support representative is authorized to assist the clinician who is requesting the technical support session;

determining by the queue manager device, the at least one authorized technical support representative for the technical support session of the at least one skilled technical support representative based on the at least one skilled technical support representative'"'"'s security authorization in the database to enter a technical support session and to assist the clinician who is requesting the technical support session;

determining by the queue manager device, the at least one support device for the technical support session being operated by the at least one authorized technical support representative for the technical support session; and

initiating the technical support session between the client device and the at least one support device.

2. The one or more non-transitory computer-storage media of claim 1, further comprising providing the clinical context information to the at least one support device.

3. The one or more non-transitory computer-storage media of claim 1, wherein initiating a technical support session further comprises comparing the clinical context information associated with the client device with the information about the at least one support device.

4. The one or more non-transitory computer-storage media of claim 1, wherein the information about the at least one support device comprises a profile for each support representative operating the at least one support device.

5. The one or more non-transitory computer-storage media of claim 1, wherein the technical support session comprises a real-time session.

6. The one or more non-transitory computer-storage media of claim 1, wherein initiating a technical support session comprises:

communicating a session request to the at least one support device;

receiving a session acceptance from at least one of the at least one support device; and

initiating a technical support session between the client device and the at least one of the at least one support device.

7. The one or more non-transitory computer-storage media of claim 6, wherein communicating a session request to the at least one support device further comprises communicating clinical context information to the at least one support device.

8. A method in a clinical computing environment for providing technical support to a client device, the method comprising:

receiving by a queue manager device, clinical context information associated with a client device;

automatically accessing by the queue manager device, a profile for each technical support representative and information about each of the at least one support device being operated by each technical support representative, wherein the profile of each technical support representative comprises capabilities of the technical support representative to assist the clinician who is requesting the technical support session;

determining by the queue manager device, the skilled technical support representative for the technical support session based on matching the capabilities in the profile of each technical support representative, information about the at least one support device being operated by each technical support representative, and the clinical context information associated with the client device;

accessing by the queue manager, a database maintained by the queue manager and containing the security authorization of each of the at least one skilled technical support representative, wherein the security authorization indicates whether each of the at least one skilled technical support representative is authorized to enter a technical support session and assist the clinician who is requesting the technical support session;

determining by the queue manager device, the at least one authorized technical support representative for the technical support session of the at least one skilled technical support representative based on the at least one skilled technical support representative'"'"'s security authorization in the database to enter a technical support session and to assist the clinician who is requesting the technical support session;

determining by the queue manager device, the at least one support device for the technical support session being operated by the at least one authorized technical support representative for the technical support session;

in response to determining the support device for the technical support session, communicating a session request to the at least one support device, wherein communicating a session request to the at least one support device further comprises communicating clinical context information to the at least one support device;

presenting the clinical context information on the at least one support device in one or more of an incoming queries area and a support request window before one of the at least one authorized technical support representative responds to the session request and the technical support session is initiated; and

moving the clinical context information from one or more of the incoming queries area and the support request window to an ongoing session area on the at least one support device after the at least one authorized technical support representative responds to the session request and the technical support session is initiated.

9. The method of claim 8, further comprising:

providing the technical support session between the client device and the at least one support device.

10. The method of claim 9, wherein the technical support session comprises a real-time session.

11. A method in a clinical computing environment for requesting a technical support session between a client device and at least one support device, the method comprising:

receiving from the client device a command from a clinician to automatically request the technical support session including a technical support representative to aid the clinician employing a clinical application;

directly upon receiving the command, automatically accessing clinical context information from the client device, wherein the clinical context information comprises data that aids the technical support representative in assisting the clinician during the technical support session including at least one of a characteristic of the client device, a characteristic of a clinical application, and information pertaining to the clinician;

communicating a request for the technical support session from the client device to a queue manager device;

communicating from the client device to the queue manager device, the clinical context information;

automatically accessing by the queue manager device, a profile for each technical support representative and information about each of the at least one support device being operated by each technical support representative, wherein the profile of each technical support representative comprises capabilities of the technical support representative to assist the clinician who is requesting the technical support session;

determining by the queue manager device, the at least one skilled technical support representative for the technical support session based on matching the capabilities in the profile of each technical support representative, information about the at least one support device being operated by each technical support representative, and the communicated clinical context information from the client device;

accessing by the queue manager, a database maintained by the queue manager and containing the security authorization of each of the at least one skilled technical support representative, wherein the security authorization indicates whether each of the at least one skilled technical support representative is authorized to enter a technical support session and assist the clinician who is requesting the technical support session;

determining by the queue manager device, the at least one authorized technical support representative for the technical support session of the at least one skilled technical support representative based on the at least one skilled technical support representative'"'"'s security authorization in the database to enter a technical support session and to assist the clinician who is requesting the technical support session;

determining by the queue manager device, the at least one support device for the technical support session being operated by the at least one authorized technical support representative for the technical support session;

initiating the technical support session between the client device and the at least one support device in response to determining the at least one support device for the technical support session; and

communicating the clinical context information to the at least one support device in response to the initiation of the technical support session.

12. The method of claim 11, wherein the technical support session comprises a real-time session.

13. The method of claim 11, wherein the clinical context information comprises at least one of an end user'"'"'s identification, an end user'"'"'s location, an end user'"'"'s role, an identification of a clinical application, a name of a clinical application, a current tab within a clinical application, a current location within a clinical application, a physical location of the client device, a software characteristic of the client device, and a hardware characteristic of the client device.