公开(公告)号：US20060126808A1

公开(公告)日：2006-06-15

申请号：US10920719

申请日：2004-12-13

申请人： Lona Dallessandro ,  Adam Klein ,  Marc Sullivan ,  Wesley McAfee ,  Charles Scott ,  Donn Wilburn ,  Olivia Gomez ,  Shatadru Chowdhury ,  Alvin Daluyaya ,  Sreenivas Konduru ,  Lidiya Demicheva

发明人： Lona Dallessandro ,  Adam Klein ,  Marc Sullivan ,  Wesley McAfee ,  Charles Scott ,  Donn Wilburn ,  Olivia Gomez ,  Shatadru Chowdhury ,  Alvin Daluyaya ,  Sreenivas Konduru ,  Lidiya Demicheva

IPC分类号： H04M15/00

CPC分类号： H04M3/5191 ,  H04M15/16 ,  H04M15/41 ,  H04M15/43 ,  H04M2215/0164

摘要： The disclosure is directed to a method of providing computer assisted user support to a computer user. The method includes collecting customer identification information for a user of a computer assisted user support tool. The method further includes collecting trouble report information in response to use of the computer assisted user support tool. The trouble report information is associated with a particular class of reportable trouble items. In addition, the method includes comparing the customer identification information and the trouble report information to a data log of a customer support call center.

摘要翻译： 本公开涉及向计算机用户提供计算机辅助用户支持的方法。 该方法包括收集用于计算机辅助用户支持工具的用户的客户识别信息。 该方法还包括响应于使用计算机辅助用户支持工具而收集故障报告信息。 故障报告信息与特定类别的可报告故障项相关联。 此外，该方法包括将客户识别信息和故障报告信息与客户支持呼叫中心的数据日志进行比较。

公开(公告)号：US20060087978A1

公开(公告)日：2006-04-27

申请号：US10975034

申请日：2004-10-27

申请人： Marc Sullivan ,  Adam Klein ,  Wesley McAfee ,  Charles Scott ,  Donn Wilburn

发明人： Marc Sullivan ,  Adam Klein ,  Wesley McAfee ,  Charles Scott ,  Donn Wilburn

IPC分类号： G06F11/00

CPC分类号： H04M3/304 ,  H04L41/0631 ,  H04L41/0654 ,  H04L43/0811

摘要： A method for troubleshooting broadband connections, e.g., a digital subscriber line (DSL) connections, includes detecting a problem with the broadband connection at an end device. Then, a determination is made as to whether the problem can be resolved at the end device. After determining that the end device cannot resolve the problem, a request is sent to a data network connection device connected remotely to the end device to attempt to determine the cause of the problem. In particular embodiment, the problem at the end device can be resolved based on information obtained by the data network connection device. Further, the problem at the end device can be resolved based on information obtained by the end device.