Education and demonstration – Computer logic – operation – or programming instruction
Reexamination Certificate
1998-06-02
2001-03-06
Harrison, Jessica J. (Department: 3713)
Education and demonstration
Computer logic, operation, or programming instruction
Reexamination Certificate
active
06196846
ABSTRACT:
TECHNICAL FIELD OF THE INVENTION
The present invention relates in general to telecommunication systems and methods, and more particularly to a system and method for establishing a data session and a voice session for training a user on a computer program.
BACKGROUND OF THE INVENTION
Users of computer programs often require training or guidance to perform various tasks. Training manuals and other literature aimed at guiding a user to perform these tasks are often difficult to understand and do not always provide context-specific guidance. Help desks designed to provide guidance to the user often fail to understand the context of the user's problem and are unable to provide meaningful interactive assistance to the user since the instructor cannot see or control the user's display.
One approach to solve this problem establishes a remote control session between an instructor and the user to allow the instructor to see and control the user's display. The user then manually places a voice call to speak with the instructor. A drawback to this approach is that the user must possess the remote control software and a working knowledge of how to launch the software manually. Even if the user successfully launches the remote control software, there is often no provision for directing the remote control session to an available instructor. Furthermore, the user must possess and remember the telephone number of the appropriate instructor in order to manually place the voice call. In some cases, the user must know the network address of his computer so that the instructor may attach to and remotely control the correct user. Even if the user successfully establishes the remote control session and dials the proper telephone number, the instructor is often unaware of the specific computer program and specific task with which the user requests assistance. Finally, the instructor with whom the session is conducted may prove to be unqualified to handle the request.
SUMMARY OF THE INVENTION
In accordance with the present invention, a system and method for establishing a data session and a voice session for training a user on a computer program is provided that substantially eliminates or reduces disadvantages or problems associated with prior systems and methods.
In one embodiment of the present invention, a system for establishing a data session and a voice session for training a user on a computer program includes an agent workstation, and a customer workstation that generates a session request in response to user input requesting assistance in operating the computer program. The system further includes a data network coupled to the customer workstation and the agent workstation. The data network establishes the data session between the customer workstation and the agent workstation in response to the session request. The system further includes a voice network coupled to the customer workstation and the agent workstation. The voice network establishes the voice session between the customer workstation and the agent workstation in response to the session request.
Another embodiment of the present invention is a method for establishing a data session and a voice session for training a user on a computer program. The method includes generating a session request at a customer workstation in response to a user requesting assistance in operating a computer program. The method continues by establishing a data session between a customer workstation and an agent workstation in response to the session request. The method concludes by establishing a voice session between the customer workstation and the agent workstation in response to the session request.
Technical advantages of the present invention include a system that automatically establishes a data session and a voice session between a customer workstation and a selected agent workstation upon the activation of a help button. This eliminates the necessity of a user to launch separate remote control software applications manually and to dial the telephone number of the appropriate instructor. The system selects the agent workstation in response to status information provided by the customer workstation. In particular, the system identifies a set of agent workstations qualified to train the user on the specified computer program with which the user requests assistance, and monitors their availability to select a particular agent workstation. This enhances the data session and the voice session by providing an instructor that is available and qualified to train the user in the specified computer program.
Other technical advantages of the present invention include initiating a remote control session as a part of the data session between the customer workstation and the agent workstation. During the remote control session, the instructor may operate the customer workstation to train the user on how to perform various tasks within the specified computer program. Therefore, the instructor may provide the user with step-by-step verbal instructions over the voice network while simultaneously controlling the customer workstation. This provides the user with an interactive, step-by-step training session that allows an instructor to reinforce verbal instructions provided over the voice network with visual instructions provided over the data network. Furthermore, the system communicates relevant information to the instructor regarding the user and the task with which the user requests assistance. This allows the instructor to provide context-sensitive and user-specific training.
The system may advantageously be implemented in either a local or a global environment. For example, components of the system in a local environment may reside in the same geographic area, such as in a common classroom, training room, job site, or other common user site. Components of the system in the global environment may reside in the same or separate geographic locations. In one embodiment, components of the data network maintain a network connection over which the data session is established. This liberates the data network from having to “log-in” each user of the customer workstations as a network user of the data network. Instead, the data network performs a validation inquiry to determine whether the user is a subscriber of the system.
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Berger Michael A.
Overheu Andrew K.
Baker & Botts L.L.P.
Harris Chanda
Harrison Jessica J.
Virtual Village, Inc.
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