Methods and Apparatus For Providing Remote Diagnostics to a Television Receiver

• US 20110103562A1
• Filed: 11/04/2009
• Published: 05/05/2011
• Est. Priority Date: 11/04/2009
• Status: Active Grant

• Current Assignee: Dish Technologies LLC (Dish Network Corporation)
• Original Assignee: Echostar Technologies LLC (Echostar Corporation)
• Inventors: Tritt, Pamela Margit
• Granted Patent: US 8,245,261 B2
• Time in Patent Office: Days
• US Class Current: 379/102.03
• CPC Class Codes: H04M 11/08 specially adapted for optional reception of entertainment or informative matter
• CPC Class Codes: H04N 17/004 for digital television systems

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.

Claims

1. A method of processing a customer support request, the method comprising:

receiving, at a call processing system, a telephone call from a user;

identifying, at the call processing system, a television receiver associated with the user;

connecting the call processing system to the television receiver via a communication network;

receiving video content, at the call processing system, from the television receiver; and

outputting the video content to an agent handling the telephone call.

2. The method of claim 1, further comprising:

receiving user input from the agent at the call processing system;

responsive to the user input, transmitting a command from the call processing system to the television receiver.

3. The method of claim 2, wherein receiving the user input further comprises:

receiving user input, from the agent, requesting to change a channel of the television receiver.

4. The method of claim 2, wherein receiving the user input further comprises:

receiving user input, from the agent, requesting to initiate output of video on-demand (VOD) content through the television receiver.

5. The method of claim 2, wherein receiving the user input further comprises:

receiving user input, from the agent, requesting to initiate a diagnostic procedure through the television receiver.

6. The method of claim 2, wherein receiving the user input further comprises:

receiving user input, from the agent, requesting to interact with an application operable on the television receiver.

7. The method of claim 2, further comprising:

responsive to transmitting the command, receiving second video content, at the call processing system, from the television receiver; and

outputting the second video content to the agent.

8. A television receiver comprising:

a receiver interface that receives input video data from a television distribution network;

a 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;

a processor communicatively coupled to the receiver interface and the network interface, the processor operable to;

receive a command, via the network interface, from the call processing system, the command requesting the processor 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.

9. The television receiver of claim 8, wherein the processor generates the output video data based on the input video data.

10. The television receiver of claim 8, wherein the command requests the processor to control the presentation of the output video data.

11. The television receiver of claim 10, wherein the command requests the processor to change a channel of the input video data.

12. The television receiver of claim 10, wherein the command requests the processor to initiate output of video on-demand (VOD) content through the television receiver.

13. The television receiver of claim 10, wherein the command requests the processor to initiate a diagnostic procedure.

14. The television receiver of claim 10, wherein the television distribution network comprises a satellite television distribution network.

15. The television receiver of claim 10, wherein the television distribution network comprises a cable television distribution network.

16. A call processing system comprising:

a telephone interface operable to receive a telephone call from the user;

a processor operable to identify a television receiver associated with the user and generate a request to communicate with the television receiver; and

a 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 receive video content from the television receiver;

the processor operable to initiate output of the video content to an agent at the call processing system.

17. The call processing system of claim 16, further comprising:

a storage medium that stores data associating information identifying the user with a network identifier for the television receiver;

wherein the processor utilizes the data to identify the television receiver and generate the request utilizing the network identifier.

18. The call processing system of claim 16, further comprising:

an input interface operable to receive user input from an agent handling the telephone call;

the processor operable to generate a command responsive to the user input and initiate transmission of the command to the television receiver via the network interface.

19. The call processing system of claim 18, wherein the command requests the television receiver to change channels.

20. The call processing system of claim 18, wherein the command requests the television receiver to initiate output of video on-demand (VOD) content.

21. The call processing system of claim 18, wherein the command requests the television receiver to initiate a diagnostic procedure through the television receiver.