WO2001093626A1

WO2001093626A1 - Remote support messaging

Info

Publication number: WO2001093626A1
Application number: PCT/US2001/004646
Authority: WO
Inventors: Russell S. Rive; Jed Mccaleb
Original assignee: Everdream, Corporation
Priority date: 2000-06-01
Filing date: 2001-02-13
Publication date: 2001-12-06
Also published as: AU2001236979A1

Abstract

Remote support messaging is disclosed. A support organization (106) performs a support operation for a remote party (100). The support organization (106) submits a message relating to the support operation to a queue maintained on its digital processing system. The support organization (106) sends the message from the queue to the remote party's digital processing system. The message is shown on a support window that is displayed on the remote party's digital processing system.

Description

REMOTE SUPPORT MESSAGING

BACKGROUND OF THE INVENTION

Field of the Invention

The present invention relates generally to providing information to a computer user, and more specifically to providing information to a remotely located computer used.

Background Information

As computer systems become more sophisticated and complex, the information that they are capable of producing as byproducts of their use and maintenance becomes increasingly voluminous. For example, a computer system may regularly undergo a variety of maintenance routines, such as a virus check or system backup. Each maintenance routine may produce its own set of information, which a user may desire to view. Furthermore, internal and external components of a computer system, such as hard disk drives, video cards, printers, etc., may also have their own sets of information. The various sources of information can produce their respective sets of information at regular and irregular intervals, thereby creating a seemingly endless supply of information to be accessed and monitored.

Accessing and monitoring so much information can be a time- consuming task for even the most seasoned computer user. While some computer users have the time and energy to keep track of all of the minutiae associated with their computer system, many computer users do not. For those who use a computer system as part of their business, monitoring the state of their computer system is a task that can interfere with the operation of their business. Many businesses do not have the resources to maintain their own technical support group and must monitor their computer systems on their own or not at all. Providing information in an easily accessible and viewable manner to computer users regarding their computer systems would allow computer users to focus their time and energy on other matters.

SUMMARY OF THE INVENTION

The present invention provides apparatuses and methods for providing information from a support organization to a remote party. In one embodiment of the present invention, the support organization performs a support operation for the remote party's digital processing system. After performing the support operation, the support organization submits a message relating to the support operation to its digital processing system and then transmits the message from its digital processing system to the remote party's digital processing system. The message is then displayed on a viewing area of the remote party's digital processing system.

Additional features and benefits of the present invention will become apparent from the detailed description, figures and claims set forth below.

BRIEF DESCRIPTION OF THE DRAWINGS

Various embodiments of the present invention will be described in detail with reference to the following drawings. The present invention is illustrated by way of example and not limitation in the accompanying figures.

Figure 1 A illustrates generally the interaction between a subscriber of a support organization and the support organization in accordance with the teachings^' of the present invention.

Figure 1B is a block diagram of one embodiment of an operating environment suitable for practicing the present invention.

Figure 1C is a block diagram of one embodiment of a computer system suitable for use in the operating environment of Figure 1 B. Figure 2A illustrates generally a computer system of a subscriber of a support organization in communication with a computer system of the support organization.

Figure 2B illustrates one embodiment of a viewing area for displaying support messages on a subscriber's computer system.

Figure 3 is a flowchart showing one embodiment of a support messaging process in accordance with the teachings of the present invention.

Figure 4 is a flowchart showing another embodiment of a support messaging process in accordance with the teachings of the present invention.

DETAILED DESCRIPTION

The following description provides embodiments of the present invention. However, it will be appreciated that other embodiments of tfie present invention will become apparent to those of ordinary skill in the art upon examination of this description. Thus, the present description and accompanying drawings are for purposes of illustration and are not to be used to construe the invention in a restrictive manner.

Figure 1 A provides a broad overview of the interaction between a system 100 of a user/subscriber of a support organization's products and services, the World Wide Web (WWW) 104, and a system 106 of the support organization in accordance with the teachings of the present invention. A system 100, such as a personal computer or personal digital assistant, of the user is used to initiate contact with the World Wide Web, which is navigated using a web browser on the system 100 of the user. Contact will likely be made through an Internet Service Provider (ISP) 102. The user must also execute a support application provided by the support organization, as will be discussed below. The support application contacts the system 106 of the support organization through the World Wide Web. In one embodiment of the present invention, system 106 of the support organization includes servers which can store data provided by the user. In a preferred embodiment of the present invention, the support organization's system 106 is capable of providing support to the-user by accessing and controlling the user's system 100 through WWW 104. System 100 includes various support applications and is provided to the user by the support organization as part of the products and services offered by the support organization. The support applications on system 100 facilitate communication between the user and the support organization by, for example, identifying the user to the support organization. The relationship between the user and the support organization is described in greater detail in U.S. Patent

Application No. 09/418,697, now U.S. Patent No. , filed on

October 15, 1999, titled "Method and Apparatus for Configuring a Hard Disk and for Providing Support for a Computer System" by Russell Rive, which is incorporated by reference herein.

The following description of Figure 1 B provides an overview of computer hardware and other operating components suitable for implementing the present invention, but it is appreciated that the applicable environments are not limited to what is shown in Figure 1 B. Figure 1B shows several computer systems 101 coupled together through a network 103, such as a LAN or the Internet. The term "Internet" as used herein refers to a network of networks which uses certain protocols, such as the TCP/IP protocol, and possibly other protocols such as the hypertext transfer protocol (HTTP) for hypertext markup language (HTML) documents that make up the World Wide Web. The physical connections of the Internet and the protocols and communication procedures of the Internet are well known to those of skill in the art. Access to.-the Internet 103 is typically provided by ISPs, shown as 105 and 107. Users on client systems, such as client computer systems 121 , 125, 135 and 137 obtain access to the Internet 103 through ISPs 105 and 107. Access to the Internet 103 allows users of client computer systems 121 , 125, 135 and 137 to exchange information, receive and send e-mails, and view documents, such as documents prepared in the HTML format. These documents are often provided by web servers, such as web server 109 which is considered to be "on" the Internet 103. Often these web servers are provided by ISPs, although a computer system can be set up and connected to the Internet without that system being as ISP as is well known in the art.

Web server 109 is typically at least one computer system which operates as a server computer system and is configured to operate with the protocols of the World Wide Web and is coupled to the Internet 103. Optionally, web server 109 can be part of an ISP which provides access to the Internet 103 for client systems. Web server 109 is shown coupled to a server computer system 111 which itself is coupled to web content 113, which can be considered a form of a media database. It is appreciated that while two computer systems 109 and 111 are shown in Figure 1 B, web server 109 and server computer system 111 can be one computer system having different software components providing the web server functionality and the server functionality provided by server computer system 111 which is described further below.

With the appropriate web browsing software, client computer systems 1 1 , 125, 135 and 137 can each view HTML pages provided by web server 109. ISP 105 provides Internet connectivity to client computer system 121 through a modem or network interface 123 which can be considered part of client computer system 121. Client computer system 121 can be a personal computer system, a personal digital assistant, a network computer, a Web TV system, an Internet radio receiver, or other such computer system. Similarly, ISP 107 provides Internet connectivity for client computer systems 125, 135 and 137, although as shown in Figure 1 B the connections are not the same for these three computer systems. Client computer system 125 is coupled through a modem interface 127 while client computer systems 135 and 137 are part of a LAN. While Figure 1 B shows interfaces 123 and 127 generically as "modem," it is appreciated that each of these interfaces can be an analog modem, ISDN modem, cable modem, satellite transmission interface (e.g. "Direct PC"), or other interfaces for coupling a computer system to other computer systems. Client computer systems 135 and 137 are coupled to a LAN bus 133 through network interfaces 139 and 141 , which can be Ethernet network or other network interfaces. LAN bus 133 is also coupled to a gateway computer system 131 which can provide firewall and other Internet related services for the LAN. Gateway computer system 131 is coupled to ISP 107 to provide Internet connectivity to client computer systems 135 and 137. Gateway computer system 131 can be a conventional server computer system. Also, web server 109 can be a conventional server computer system.

Figure 1C shows one example of a conventional computer system that can be used as a client computer system, a server computer system or a web server system. It is appreciated that such a computer system can be used to perform many of the functions of an ISP. Computer system 142 interfaces to external systems through the modem or network interface 143. It is appreciated that modem or network interface 143 can be considered part of computer system 142. Interface 143 can be an analog modem, ISDN modem, cable modem, token ring interface, satellite transmission interface (e.g. "Direct PC"), or other interfaces for coupling a computer system to other computer systems. Computer system 142 includes a processor 145, which can be a conventional microprocessor such as an Intel Pentium microprocessor or Motorola Power PC microprocessor. Memory 149 is coupled to processor 145 by a bus 147. Memory 149 can be dynamic random access memory (DRAM) and can also include static random access memory (SRAM). Bus 147 couples processor 145 to memory 149 and also to mass memory 155 and to display controller 151 and to an input/output (I/O) controller 157. Display controller 151 controls in the conventional manner a display on a display device 153 which can be a cathode ray tube (CRT) or liquid crystal display (LCD). Input/output devices 159 can include a keyboard, disk drives, printers, a scanner, a mouse or other cursor control device, and other input and output devices. Display controller 151 and I/O controller 157 can be implemented with conventional well known technology. A digital image input device 161 can be a digital camera which is coupled to I/O controller 157 to allow images from the digital camera to be input into computer system 142. Mass memory 155 is typically a magnetic hard disk, an optical disk, or another form of storage for large amounts of data. Some of this data is often written by a direct memory access process into memory 149 during execution of software in computer system 142. It is appreciated that computer system 142 is one example of many possible computer systems which have different architectures. For example, personal computers based on an Intel microprocessor often have multiple buses, one of which can be considered a peripheral bus. Network computers are another type of computer system that can be used with the present invention. Network computers do not usually include a hard disk or other mass storage, and the executable programs are loaded from a network connection into memory 149 for execution by processor 145. A Web TV system, which is known in the art, is also considered to be a computer system in accordance with the present invention, but it may lack some of the features shown in Figure 1 C, such as certain input or output devices. A typical computer system will usually include at least a processor, memory and a bus coupling the memory to the processor.

It is also appreciated that computer system 142 is controlled by operating system software which includes a file management system, such as a disk operating system. One example of an operating system software with its associated file management system software is the operating system known as Windows '98 from Microsoft Corporation of Redmond, Washington, and its associated file management system, including Windows Explorer. The file management system is typically stored in mass memory 155 and causes processor 145 to execute the various operations required by the operating system to input and output data and to store data in memory, including storing files on mass memory 155.

The hardware and operating environment in conjunction with which embodiments of the present invention may be practiced has been described. It is appreciated that the present invention can be practiced with other computer system configurations, including hand-held devices, multiprocessor systems, microprocessor-based or programmable consumer electronics, network PCs, minicomputers, mainframe computers, and the like. The present invention can also be practiced in distributed computing environments where tasks are performed by remote processing devices that are linked through a communications network. Figure 2A illustrates generally a computer system 200 of a subscriber of a support organization in communication with a computer system 230 of the support organization. A display device 210 of computer system 200 displays a viewing area 215 which displays messages to the subscriber. The messages may be generic messages which are displayed to every subscriber of the support organization and/or personalized messages concerning a particular subscriber and his/her computer system. Viewing area 215 is shown as part of a toolbar 214 residing on screen 212 of display device 210 (see Figure 2B for more detail). In one embodiment of the present invention, toolbar 214 is provided to the subscriber as part of computer system 200 and may be actively displayed on screen 212 according to the subscriber's preferences. It is appreciated that viewing area 215 is not required to be part of a toolbar and may be isolated as its own "window" on screen 212 of display device 210.

Computer systems 200 and 230 are typically connected to each other through a network. In one embodiment, that network is the WWW. Computer system 200 generates a request for a message and transmits 220 the request to computer system 230, which is typically a server computer system of the support organization. A message request may be generated and transmitted by support software, which includes toolbar 214 and is provided to the subscriber as part of computer system 200. A message database 232 in computer system 230 stores a number of messages which are entered into database 232 by the support organization, for example. Some of the messages may be entered into database 232 by the support organization after the support organization has performed a support operation for the subscriber. For example, the support organization may perform a system backup or a virus check of computer system 200. A message relating to the system backup or virus check may then be entered into database 232. Other messages not associated with a support operation, such as generic status messages or advertisements, may also be entered into database 232. In one embodiment, each message is associated with a first time parameter that designates when a message is submitted to a queue 234 after being entered into database 232. Queue 234 may be considered a database as well. In another embodiment, there is no message database associated with the queue. Accordingly, messages may be placed directly into the queue. Regardless of whether or not there is a message database, an emergency message may be placed directly at the beginning of the queue such that the message is displayed quickly to a subscriber. Thus, it is not necessary for a newly entered message to wait at the end of the queue. Furthermore, a message may be placed at the beginning of the queue and sent to a subscriber's computer system without waiting for a request. Such a message typically takes priority over the currently displayed message and immediately replaces the currently displayed message.

Messages M_v M₂, M₃...M_n are "lined up" in queue 234 which is maintained on computer system 230 of the support organization. Message M, is at the beginning of queue 234, while message M_n is at the end of queue 234. It is appreciated that queue 234 may hold as many or as few messages as desired. When the message request from computer system 200 is received by computer system 230, the message at the beginning of queue 234 is sent 240 to computer system 200. For example, in the embodiment shown in Figure 2A, message M, would be the first message sent to computer system 200. Once the message that was at the beginning of queue 234 is received by computer system 230, the message is displayed on viewing area 215. A message may be removed from queue 234 as soon as it is sent to computer system 230, allowing the next message (e.g. M₂) to move to the beginning of queue 234. Alternatively, a message may be removed from queue 234 only after it is no longer displayed on viewing area 215.

In one embodiment of the present invention, a message is displayed on viewing area 215 for a set period of time determined by a second time parameter associated with the message. If a subsequent message has not been received from queue 234 when the set period of time elapses, a generic message or blank image stored on computer system 230 may be shown on viewing area 215. In another embodiment, a message is displayed on viewing area 215 until a subsequent message is received from queue 234. Message requests are typically transmitted periodically from computer system 200 to computer system 230 such that current messages can be displayed on viewing area 215.

In one embodiment of the present invention, a separate queue is maintained by the support organization for each subscriber's computer system. When a subscriber's computer system sends a message request to the support organization's computer system, the message request includes a subscriber identification tag (e.g. subscriber number, network address, etc.). Each of the separate queues is associated with a subscriber identification tag such that each message request is answered with a message sent from the appropriate queue. In an alternative embodiment, only one queue is maintained by the support organization for all of the subscribers' computer system. When a subscriber's computer system sends a message request to the support organization's computer system, the message request includes a subscriber identification tag (e.g. subscriber number, network address, etc.). Each message in the shared queue is marked with a subscriber identification tag such that each message in the queue is sent to the appropriate subscriber's computer system. Thus, subscriber-specific messages may be sent from a shared queue. It is appreciated that a message may be designated as "public" or some similar designation such that the message is sent to a subscriber's computer system regardless of the subscriber identification tag in a message request. In yet another alternative embodiment, groups of subscribers' computer systems draw messages from a common queue and some individual subscribers' computer systems draw messages from their own queue.

In an exemplary embodiment of the present invention, each message is a file that is created with a set of parameters. For example, the file may include time parameters as previously described, text parameters (e.g. actual text, maximum message length, font size/style), background image parameters and a parameter designating a WWW URL associated with the message. The text of a message may be created as desired and overlaid on a background image chosen from a database of background images on the support organization's computer system. Alternatively, the text of a message may created as part of a background image, rather than created and then overlaid on a separate background image. Associating a URL with a message allows a subscriber to select (e.g. with a cursor) the message when it is displayed on the viewing area, thereby displaying an HTML page on the subscriber's web browser. The HTML page may have additional information concerning the selected message. A message may also be associated with an application on a subscriber's computer system such that selecting the message launches the application.

Figure 3 is a flowchart showing one embodiment of a support messaging process between a support organization and a remote party. In operation 310, the support organization performs a support operation for the remote party's digital processing system. For example, the support organization may perform, or cause to be performed, a system backup or a virus scan. In operation 320, the support organization enters a message into a database maintained on the organization's digital processing system. In an exemplary embodiment of the present invention, the message describes the support operation and/or the results of the support operation. In operation 330, the organization instructs its digital processing system to place the message in a queue maintained on the organization's digital processing system. The organization may instruct its digital processing system to place the message in a queue immediately or after a predetermined period of time has elapsed. In operation 340, the organization transmits the message from the queue to the remote party's digital processing system. Typically, a message is not sent until it reaches the beginning of the queue. In operation 350, the message is displayed on a viewing area of the remote party's digital processing system.

Figure 4 is a flowchart showing an embodiment of a support messaging process between a support organization and a subscriber of the support organization. In operation 410, an information window is displayed on the subscriber's digital processing system. The information window may be displayed automatically or the subscriber may choose to display the information window when desired. In operation 420, the subscriber's digital processing system generates a message request. In operation 430, the subscriber's digital processing system transmits the message request to the support organization's digital processing system. In operation 440, the subscriber's digital processing system receives a message from the organization's digital processing system in response to the message request. In operation 450, the message is displayed on the information window on the subscriber's digital processing system. In operation 460, the subscriber may access additional information related to the message by selecting the message (e.g. with a cursor) when it is displayed on the information window.

Although a desktop computer system is shown in the figures, the present invention is applicable to a variety of digital processing systems, such as personal digital assistants and laptop computers. Furthermore, it is appreciated that more than one viewing area may be active and visible at the same time to permit concurrent viewing of messages.

In the foregoing detailed description, the apparatus and method of the present invention have been described with reference to specific exemplary embodiments. However, it will be evident that various modifications and changes may be made without departing from the broader scope and spirit of the present invention. The present specification and figures are accordingly to be regarded as illustrative rather than restrictive.

Claims

CLAIMSWhat is claimed is:

1. A method of providing information from a support organization to a remote party, the method comprising: submitting a message to a first digital processing system of the support organization; transmitting said message from said first digital processing system of the support organization to a second digital processing system of the remote party; and displaying said message on a viewing area of said second digital processing system of the remote party.

2. The method of claim 1 wherein said message is associated with said second digital processing system.

3. The method of claim 1 further comprising setting a delay between said submitting and said transmitting.

4. The method of claim 3 wherein said submitting comprises entering said message in a queue maintained on said first digital processing system.

5. The method of claim 1 wherein said submitting comprises: entering said message into a database maintained on said first digital processing system; instructing said first digital processing system to place said message in a queue maintained on said first digital processing system.

6. The method of claim 5 further comprising associating a priority level with said message.

7. The method of claim 1 wherein said first and second digital processing systems are connected to each other through a network.

8. The method of claim 7 wherein said network is the Internet.

9. The method of claim 1 wherein said transmitting is performed without a request from said second digital processing system.

10. The method of claim 1 wherein said transmitting is performed in response to a request from said second digital processing system.

11. The method of claim 1 wherein said message is displayed on said viewing area for a predetermined period of time.

12. The method of claim 11 wherein said message comprises a time parameter defining said predetermined period of time.

13. The method of claim 1 further comprising associating said message with a set of information accessible when said message is selected on said viewing area.

14. The method of claim 1 wherein said first and second digital processing systems are computer systems.

15. The method of claim 1 wherein the support organization performs a support operation for the remote party before said submitting.

16. The method of claim 15 wherein said message describes said support operation.

17. The method of claim 15 wherein said support operation is one of a plurality of support operations performed by the support organization for the remote party.

18. The method of claim 15 wherein said support operation comprises periodically maintaining said second digital processing system of the remote party.

19. A method of transferring information between a first digital processing system of a support organization and a second digital processing system of a subscriber of the support organization, the method comprising: displaying an information window on the second digital processing system of the subscriber; generating a message request on the-second digital processing system of the subscriber; transmitting said message request to the first digital processing system of the support organization; receiving a message on the second digital processing system of the subscriber from the first digital processing system of the support organization according to said message request; and displaying said message on said information window.

20. The method of claim 19 wherein said generating and said transmitting are performed repeatedly.

21. The method of claim 19 wherein said message is displayed on said information window for a predetermined period of time.

22. The method of claim 19 wherein said message is displayed on said information window until a subsequent message is received on the second digital processing system from the first digital processing system.

23. The method of claim 19 further comprising accessing a set of information through said message on said information window, wherein said set of information is related to said message.

24. The method of claim 23 wherein said accessing comprises selecting said message using an input device coupled to the second digital processing system.

25. A machine readable medium containing executable program instructions which when executed on a digital processing system of a subscriber of a support organization cause the digital processing system to perform a method comprising: displaying an information window on a display device of the digital processing system of the subscriber; generating a request; transmitting said request to a remotely located digital processing system of the support organization; waiting for a response to said request; receiving said response from said remotely located digital processing system of the support organization; displaying said response on said information window; and removing said response from said information window after a period of time defined by said response has elapsed.