Remote computer system and related equipment diagnostics using data gathered over a telephone channel
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United States of America Patent
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Jul 20, 2010
Issued Date -
N/A
app pub date -
Jan 23, 2003
filing date -
Dec 12, 2002
priority date (Note) -
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Abstract
A method, system, computer system and computer program product to remotely diagnose a problem with a computer system or related equipment using data provided by a user of the computer system via telephone. A signal including speech and/or DTMF tones is received via a telephone channel from a user of the computer system or equipment. The computer system and/or equipment associated with the signal is identified using information from the signal, such as a user name, caller ID, telephone number, or password. A source of diagnostic information about the computer system is identified, and diagnostic information is gathered from the source. The diagnostic information can be used to fix the problem or provided to a customer service agent for use in further problem diagnosis.
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