Error detection/correction and fault detection/recovery – Data processing system error or fault handling – Reliability and availability
Patent
1996-06-17
1999-11-09
Le, Dieu-Minh T.
Error detection/correction and fault detection/recovery
Data processing system error or fault handling
Reliability and availability
714 25, 714 31, G06F 1100
Patent
active
059833696
ABSTRACT:
An online computer support system uses simultaneous and alternating transfer of different data types including voice, image, video, and other digital information. This allows a customer service representative and a user having a computer problem to communicate more effectively and solve the problem. The customer service representative can provide prepared tutorials or information to the customer in the form of text, diagrams, and video with synchronized sound. Software at the user computer side automatically interrogates the user computer to determine information about hardware and software components needed to solve problems the user is having. Information, such as the serial number, is programmed into non-volatile memory at the factory for reading during, or at the beginning of, an online support session. The customer service representative can control the user's computer remotely. Software agents are used to perform specific functions. A data base, indexed by information obtained from the user's computer, tracks warranty, support history, and other information. A preventive maintenance function detects components having sporadic problems before they fail as well as flags components as they approach the end of their predicted life spans.
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Integrated Voice Processing and Interactive Voice Response-Active Voice's NT Communications server, Jan. 1995.
Bakoglu Brian
Saxena Parichay
Fujii Harold T.
Le Dieu-Minh T.
Miller Jerry A.
Sony Corporation
Sony Electronics Inc.
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