Electrical computers and digital processing systems: multicomput – Computer conferencing – Cooperative computer processing
Reexamination Certificate
2006-02-14
2006-02-14
Dinh, Khanh (Department: 2151)
Electrical computers and digital processing systems: multicomput
Computer conferencing
Cooperative computer processing
C709S204000, C709S224000, C717S152000, C717S152000
Reexamination Certificate
active
06999990
ABSTRACT:
A method for automated technical support in a computer network having a client machine, and at least one server from which live help is available. The method begins initiates a guided self-help session in response to entry by a user of a problem area and description. During the self-help session, the user is provided with an option to escalate to live help. If the user exercises that option, the system automatically provides a support engineer at the server with a data stream summarizing the self-help session. During the live help, the support engineer may then repeat a portion of the user's self-help session, view information generated during that session, and/or execute certain actions with respect to the user's machine, all from the engineer's desktop. An active journal is maintained for each problem incident, and active journals may be used by other analysts to facilitate problem resolutions for new incidents.
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Sullivan Francis X.
Vetter Brian Jay
Campbell Stephenson Ascolese LLP
Dinh Khanh
Motive, Inc.
Rifai D'Ann Naylor
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