公开(公告)号：US08448015B2

公开(公告)日：2013-05-21

申请号：US12486432

申请日：2009-06-17

Applicant: David Gerhart

Inventor： David Gerhart

IPC: G06F11/00

CPC classification number: G06F17/30967 ,  G06F8/61 ,  G06F11/1474 ,  G06F17/30424 ,  G06Q10/06 ,  H04M3/5191

Abstract: The system enables a call center to manage requests from remote computing clients for service. The system provides a number of software tools that allow technicians to perform routine maintenance and correct problems remotely. At the front-end, the system enables requests to be submitted by customers via various mediums, accesses a calendar to determine technician availability, determines the urgency of the request, and schedules an appropriate technician to address the reported problem. The system further includes tools that enable a technician to access a remote computing client to perform a number computer maintenance and diagnostics. Other tools enable the technician to correct problems that are detected through diagnostics. Calls to the call center are recorded and maintained in order to track pending issues and identify potential areas of improvement.

Abstract translation: 该系统使呼叫中心能够管理来自远程计算客户端的服务请求。 该系统提供了许多软件工具，使技术人员能够远程执行日常维护和正确的问题。 在前端，系统使客户可以通过各种介质提交请求，访问日历以确定技术人员的可用性，确定请求的紧急性，并安排适当的技术人员来解决报告的问题。 该系统还包括使得技术人员能够访问远程计算客户端以执行数字计算机维护和诊断的工具。 其他工具使技术人员能够纠正通过诊断检测到的问题。 记录和维护对呼叫中心的呼叫，以便跟踪未决问题并确定潜在的改进领域。

公开(公告)号：US20090310764A1

公开(公告)日：2009-12-17

申请号：US12486432

申请日：2009-06-17

Applicant: David Gerhart

Inventor： David Gerhart

IPC: H04M15/06 ,  H04M3/00

CPC classification number: G06F17/30967 ,  G06F8/61 ,  G06F11/1474 ,  G06F17/30424 ,  G06Q10/06 ,  H04M3/5191

Abstract: The system enables a call center to manage requests from remote computing clients for service. The system provides a number of software tools that allow technicians to perform routine maintenance and correct problems remotely. At the front-end, the system enables requests to be submitted by customers via various mediums, accesses a calendar to determine technician availability, determines the urgency of the request, and schedules an appropriate technician to address the reported problem. The system further includes tools that enable a technician to access a remote computing client to perform a number computer maintenance and diagnostics. Other tools enable the technician to correct problems that are detected through diagnostics. Calls to the call center are recorded and maintained in order to track pending issues and identify potential areas of improvement.

Abstract translation: 该系统使呼叫中心能够管理来自远程计算客户端的服务请求。 该系统提供了许多软件工具，使技术人员能够远程执行日常维护和正确的问题。 在前端，系统使客户可以通过各种介质提交请求，访问日历以确定技术人员的可用性，确定请求的紧急性，并安排适当的技术人员来解决报告的问题。 该系统还包括使得技术人员能够访问远程计算客户端以执行数字计算机维护和诊断的工具。 其他工具使技术人员能够纠正通过诊断检测到的问题。 记录和维护对呼叫中心的呼叫，以便跟踪未决问题并确定潜在的改进领域。