Real-time one-button integrated support for networked devices

Details Real-time one-button integrated support for networked devices Real-time one-button integrated support for networked devices

2005-03-03

2010-02-23

Pwu, Jeffrey (Department: 2446)

Electrical computers and digital processing systems: multicomput

Computer conferencing

C709S224000, C709S205000, C358S001140

Reexamination Certificate

active

07668912

ABSTRACT:
A method and system for providing technical support for networked devices includes a first client component on a networked device having a conferencing application to enable communication exchange with a second client component. A server component is configured to distribute video and audio data streams to the first client component and the second client component in a conference session. A conference channel communication connection is established over which the video and audio data streams are carried between the first client component, the server component, and the second client component, and a back-channel communication connection is established for transmission of diagnostic and status information. A service call is managed by a service center dispatcher, who connects a technician client and a networked device client in a multi-party conference hosted on one of a plurality of load balanced servers.

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