Systems and methods for providing online collaborative support

• US 8,738,703 B2
• Filed: 10/17/2006
• Issued: 05/27/2014
• Est. Priority Date: 10/17/2006
• Status: Active Grant

• Current Assignee: GOTO Group Incorporated (LogMeIn, Inc.)
• Original Assignee: Citrix Systems, Inc. (Cloud Software Group)
• Inventors: Spataro, Anthony, Mittal, Vishal, Muklashy, Shadi
• Primary Examiner(s): Zele, Krista
• Assistant Examiner(s): Benoit, Esther
• Application Number:
  US11/582,528
• Publication Number:
  US 20080091829A1
• Time in Patent Office: 2,779 Days
• Field of Search: 709202-207, 709223-227
• US Class Current: 709/205
• CPC Class Codes: G06F 9/453 Help systems
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04L 65/1083 In-session procedures
• CPC Class Codes: H04L 67/14 Session management for real-time applications in data packet communications networks H04L65/1066
• CPC Class Codes: H04L 67/148 Migration or transfer of sessions
• CPC Class Codes: H04L 67/53 using third party service providers
• CPC Class Codes: H04L 67/56 Provisioning of proxy services store-and-forward switching systems in data switching networks H04L12/54
• CPC Class Codes: H04L 67/562 Brokering proxy services
• CPC Class Codes: H04L 67/563 Data redirection of data network streams

Abstract

A first support node and a third node provide online collaborative support to a customer node over a computer network. An online support session facilitating, at least in part, bi-directional communication between the customer node and the first support node is established. The third node is also connected to the online support session and receives support session information from the customer node. In addition, information is communicated bi-directionally between the first support node and the third node.

Claims

1. A method of providing online collaborative support to a customer node over a computer network, the method comprising:

establishing an online support session facilitating, at least in part, bi-directional communication of support session information between a customer node and a first support node, the support session information being related to resolution of an issue relating to a computer or computer program that is faced by the customer node;

connecting, in response to a lack of resolution of the issue, a third node to the online support session, the connection being made without notice thereof being provided to the customer node;

communicating bi-directionally between the first support node and the third node in a collaborative effort to resolve the issue faced by the customer node;

transmitting additional support session information from the third node to an intermediate node different from the customer node, the first support node, and the third node;

reconfiguring, at the intermediate node, the additional support information in such a fashion that the reconfigured additional support session information appears to the customer node to have been transmitted from the first support node; and

transmitting the reconfigured additional support information from the intermediate node to the customer node, wherein the intermediate node is connected with the first support node and the third node via a first network, and wherein the intermediate node is connected with the customer node via a second network different from the first network.

2. The method of claim 1, further comprising providing, by the first support node to the third node, session co-ordinates for the online support session, the third node being connected to the online support session using the session co-ordinates.

3. The method of claim 1, further comprising notifying the customer node of the connection from the third node to the online support session.

4. The method of claim 1, further comprising distinguishing, by the customer node, between the support session information transmitted thereto from the first support node and the support session information transmitted thereto from the third node.

7. The method of claim 1, wherein the bi-directional communication between the first support node and the third node occurs without notice thereof to the customer node.

8. The method of claim 1, further comprising connecting a fourth node to the online support session.

9. The method of claim 8, further comprising providing session co-ordinates for the online support session to the fourth node, the fourth node being connected to the online support session using the session co-ordinates.

10. The method of claim 8, further comprising receiving, at the fourth node, support session information from the customer node.

11. The method of claim 8, further comprising transmitting information from the fourth node to the customer node.

12. The method of claim 8, further comprising communicating information among the first support node, the third node, and the fourth node.

13. The method of claim 8, wherein the fourth node monitors the support session information communicated between the customer node and the first support node without notice of said monitoring being provided to the customer node or to the first support node.

14. The method of claim 8, further comprising selecting, by the fourth node, the online support session to which the fourth node desires to connect.

15. The method of claim 8, wherein the fourth node is connected to the online support session without notice of said connection being provided to the customer node or to the first support node.

16. The method of claim 8, further comprising monitoring, by the fourth node, information communicated between the first support node and one or more additional support nodes without notice thereof to the first support node or to the one or more additional support nodes.

5. A method of providing online collaborative support to a customer node over a computer network, the method comprising:

establishing an online support session facilitating, at least in part, bi-directional communication of support session information between a customer node and a first support node, the support session information being related to resolution of an issue relating to a computer or computer program that is faced by the customer node;

connecting, in response to a lack of resolution of the issue, a third node to the online support session;

communicating bi-directionally between the first support node and the third node in a collaborative effort to resolve the issue faced by the customer node;

transmitting additional support session information from the third node to an intermediate node different from the customer node, the first support node, and the third node, wherein the third node is assigned a control privilege over the first support node such that the customer node gives priority to processing the support session information transmitted thereto from the third node over the support session information transmitted thereto from the first support node;

reconfiguring, at the intermediate node, the additional support information in such a fashion that the reconfigured additional support session information appears to the customer node to have been transmitted from the first support node; and

transmitting the reconfigured additional support information from the intermediate node to the customer node, wherein the intermediate node is connected with the first support node and the third node via a first network, and wherein the intermediate node is connected with the customer node via a second network different from the first network.

6. The method of claim 5, wherein the customer node transmits the support session information to the intermediate node without knowledge that the support session information is being transmitted to the third node.

17. A system for providing online collaborative support to a customer node computing device over a computer network, the system comprising:

a first support node computing device configured to connect to an online support session with a customer node computing device and to bi-directionally communicate support session information with the customer node, the support session information being related to resolution of an issue relating to a computer or computer program that is faced by the customer node;

a third node computing device configured to connect, without notice thereof being provided to the customer node, to the online support session in response to a lack of resolution of the issue, to bi-directionally communicate with the first support node in a collaborative effort to resolve the issue faced by the customer node, and to transmit additional support session information to an intermediate node computing device different from the customer node computing device, the first support node computing device, and the third node computing device; and

the intermediate node computing device configured to reconfigure the additional support information in such a fashion that the reconfigured additional support session information appears to the customer node to have been transmitted from the first support node and to transmit the reconfigured additional support information to the customer node, wherein the intermediate node is connected with the first support node and the third node via a first network, and wherein the intermediate node is connected with the customer node via a second network different from the first network.

18. The system of claim 17, wherein the first support node is further configured to provide session co-ordinates for the online support session to the third node to facilitate connection of the third node to the online support session using the session co-ordinates.

19. The system of claim 17, further comprising the customer node, the customer node configured to distinguish between the support session information transmitted thereto from the first support node and the support session information transmitted thereto from the third node.

21. The system of claim 17, further comprising the customer node, the customer node configured to transmit the support session information to the intermediate node without knowledge that the intermediate node is configured to transmit the support session information to the third node.

22. The system of claim 17, wherein the first support node and the third node are each configured to communicate bi-directionally between themselves without notice thereof to the customer node.

23. The system of claim 17, further comprising a fourth node computing device configured to receive session co-ordinates for the online support session.

24. The system of claim 23, wherein the fourth node is further configured to use the session co-ordinates to connect to the online support session.

25. The system of claim 24, wherein the fourth node is further configured to receive support session information from the customer node.

26. The system of claim 24, wherein the fourth node is further configured to transmit information to the customer node.

27. The system of claim 24, wherein the first support node, the third node, and the fourth node are each further configured to communicate information among themselves.

28. The system of claim 24, wherein the fourth node is further configured to monitor the support session information communicated between the customer node and the first support node without notice of said monitoring being provided to the customer node or to the first support node.

29. The system of claim 24, wherein the fourth node is further configured to select the online support session to which the fourth node desires to connect.

30. The system of claim 24, wherein the fourth node is further configured to connect to the online support session without notice of said connection being provided to the customer node or to the first support node.

31. The system of claim 24, wherein the fourth node is further configured to monitor information communicated between the first support node and one or more additional support nodes without notice thereof to the first support node or to the one or more additional support nodes.

20. A system for providing online collaborative support to a customer node computing device over a computer network, the system comprising:

a first support node computing device configured to connect to an online support session with a customer node computing device and to bi-directionally communicate support session information with the customer node, the support session information being related to resolution of an issue relating to a computer or computer program that is faced by the customer node;

a third node computing device configured to connect to the online support session in response to a lack of resolution of the issue, to bi-directionally communicate with the first support node in a collaborative effort to resolve the issue faced by the customer node, and to transmit additional support session information to an intermediate node computing device different from the customer node computing device, the first support node computing device, and the third node computing device, wherein the third node is assigned a control privilege over the first support node such that the customer node gives priority to processing the support session information transmitted thereto from the third node over the support session information transmitted thereto from the first support node; and

the intermediate node computing device configured to reconfigure the additional support information in such a fashion that the reconfigured additional support session information appears to the customer node to have been transmitted from the first support node and to transmit the reconfigured additional support information to the customer node, wherein the intermediate node is connected with the first support node and the third node via a first network, and wherein the intermediate node is connected with the customer node via a second network different from the first network.