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1. 发明申请

US20060126808A1 System and method for measurement of call deflection 审中-公开
标题翻译：呼叫偏转测量的系统和方法
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。

2. 发明申请

US20060087978A1 System and method for troubleshooting broadband connections 有权
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.

3. 发明申请

US20060039547A1 System and method for providing computer assisted user support 有权
公开(公告)号：US20060039547A1
公开(公告)日：2006-02-23
申请号：US10920720
申请日：2004-08-18
申请人： Adam Klein , Charles Scott , Marc Sullivan , Wesley McAfee , Donn Wilbum
发明人： Adam Klein , Charles Scott , Marc Sullivan , Wesley McAfee , Donn Wilbum
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/523 , H04M3/42068
摘要： The disclosure is directed to a customer support call system including an interactive voice response system configured to receive a customer support call and configured to determine a caller identification. The interactive voice response system is configured to determine whether the customer support call is associated with a computer system having an installed self-support tool. The customer support call system further includes a call center management system responsive to the interactive voice response system. The call center management system is configured to direct the customer support call in response to determining whether the customer support call is associated with the computer system having the installed self-support tool.

4. 发明申请

US20060010345A1 System and method for providing installation support to a user 有权
标题翻译：为用户提供安装支持的系统和方法
公开(公告)号：US20060010345A1
公开(公告)日：2006-01-12
申请号：US10887211
申请日：2004-07-08
申请人： Jeffrey Schnoebelen , Philip Kortum , Adam Klein , Marcel Soens , Jamie Fisher , Wesley McAfee
发明人： Jeffrey Schnoebelen , Philip Kortum , Adam Klein , Marcel Soens , Jamie Fisher , Wesley McAfee
IPC分类号： G06F11/00
CPC分类号： G06F11/2294 , G06F11/0745
摘要： A system and method are disclosed for providing installation support to a user of a computer system. A method incorporating teachings of the present disclosure may include launching an installation tool in connection with installation of a peripheral driver. The tool may have capabilities that include, for example, capturing an install status at a plurality of predefined points in an install routine. During installation, an error may be detected at one of the predefined points and a diagnostic routine may be launched in response. The method may also include considering an accounting of the captured install states and using this information to help generate an action script crafted to resolve the detected install error.
摘要翻译：公开了一种用于向计算机系统的用户提供安装支持的系统和方法。结合本公开的教导的方法可以包括与安装外围驱动程序相关联地启动安装工具。该工具可以具有包括例如在安装例程中的多个预定义点处捕获安装状态的能力。在安装期间，可以在预定点之一处检测到错误，并且响应地启动诊断程序。该方法还可以包括考虑对所捕获的安装状态的记帐并使用该信息来帮助生成制作以解决检测到的安装错误的动作脚本。

5. 发明申请

US20090161532A1 System and Method for Troubleshooting Broadband Connections 有权
标题翻译：宽带连接问题的系统和方法
公开(公告)号：US20090161532A1
公开(公告)日：2009-06-25
申请号：US12395166
申请日：2009-02-27
申请人： Marc Andrew Sullivan , Adam Lee Klein , Wesley McAfee , Charles Scott , Donn E. Wilburn, JR.
发明人： Marc Andrew Sullivan , Adam Lee Klein , Wesley McAfee , Charles Scott , Donn E. Wilburn, JR.
IPC分类号： G06F11/00 , G06F11/30
CPC分类号： H04M3/304 , H04L41/0631 , H04L41/0654 , H04L43/0811
摘要： A method is disclosed that includes detecting a problem with a broadband connection at an end device and determining whether the problem can be resolved at the end device. The method also includes requesting that a data network connection device remotely connected to the end device attempt to determine a cause of the problem when the end device cannot resolve the problem. The method also includes determining whether the broadband connection is available. When the broadband connection is available, the method includes initiating a broadband data communication session via the data network connection device.
摘要翻译：公开了一种方法，其包括检测在终端设备处的宽带连接的问题，并确定该终端设备是否可以解决该问题。该方法还包括请求远程连接到终端设备的数据网络连接设备尝试在终端设备无法解决问题时确定问题的原因。该方法还包括确定宽带连接是否可用。当宽带连接可用时，该方法包括通过数据网络连接设备发起宽带数据通信会话。

6. 发明授权

US08064339B2 System and method for troubleshooting broadband connections 有权
标题翻译：宽带连接故障排除的系统和方法
公开(公告)号：US08064339B2
公开(公告)日：2011-11-22
申请号：US12395166
申请日：2009-02-27
申请人： Marc Andrew Sullivan , Adam Lee Klein , Wesley McAfee , Charles Scott , Donn E. Willburn, Jr.
发明人： Marc Andrew Sullivan , Adam Lee Klein , Wesley McAfee , Charles Scott , Donn E. Willburn, Jr.
IPC分类号： H04L12/26
CPC分类号： H04M3/304 , H04L41/0631 , H04L41/0654 , H04L43/0811
摘要： A method is disclosed that includes detecting a problem with a broadband connection at an end device and determining whether the problem can be resolved at the end device. The method also includes requesting that a data network connection device remotely connected to the end device attempt to determine a cause of the problem when the end device cannot resolve the problem. The method also includes determining whether the broadband connection is available. When the broadband connection is available, the method includes initiating a broadband data communication session via the data network connection device.
摘要翻译：公开了一种方法，其包括检测在终端设备处的宽带连接的问题，并确定该终端设备是否可以解决该问题。该方法还包括请求远程连接到终端设备的数据网络连接设备尝试在终端设备无法解决问题时确定问题的原因。该方法还包括确定宽带连接是否可用。当宽带连接可用时，该方法包括通过数据网络连接设备发起宽带数据通信会话。

7. 发明授权

US07602898B2 System and method for providing computer assisted user support 有权
标题翻译：提供计算机辅助用户支持的系统和方法
公开(公告)号：US07602898B2
公开(公告)日：2009-10-13
申请号：US10920720
申请日：2004-08-18
申请人： Adam Lee Klein , Charles Scott , Marc Andrew Sullivan , Wesley McAfee , Donn Wilbum, Jr.
发明人： Adam Lee Klein , Charles Scott , Marc Andrew Sullivan , Wesley McAfee , Donn Wilbum, Jr.
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/523 , H04M3/42068
摘要： The disclosure is directed to a customer support call system including an interactive voice response system configured to receive a customer support call and configured to determine a caller identification. The interactive voice response system is configured to determine whether the customer support call is associated with a computer system having an installed self-support tool. The customer support call system further includes a call center management system responsive to the interactive voice response system. The call center management system is configured to direct the customer support call in response to determining whether the customer support call is associated with the computer system having the installed self-support tool.
摘要翻译：本公开涉及一种客户支持呼叫系统，其包括被配置为接收客户支持呼叫并被配置为确定主叫标识的交互式语音响应系统。交互式语音响应系统被配置为确定客户支持呼叫是否与具有安装的自支持工具的计算机系统相关联。客户支持呼叫系统还包括响应于交互式语音响应系统的呼叫中心管理系统。响应于确定客户支持呼叫是否与具有安装的自支持工具的计算机系统相关联，呼叫中心管理系统被配置为指导客户支持呼叫。

8. 发明授权

US07518991B2 System and method for troubleshooting broadband connections 有权
标题翻译：宽带连接故障排除的系统和方法
公开(公告)号：US07518991B2
公开(公告)日：2009-04-14
申请号：US10975034
申请日：2004-10-27
申请人： Marc Andrew Sullivan , Adam Lee Klein , Wesley McAfee , Charles Scott , Donn E. Wilburn, Jr.
发明人： Marc Andrew Sullivan , Adam Lee Klein , Wesley McAfee , Charles Scott , Donn E. Wilburn, Jr.
IPC分类号： H04L12/00 , 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.
摘要翻译：用于排除诸如数字用户线（DSL）连接的宽带连接的方法包括检测在终端设备处的宽带连接的问题。然后，确定问题是否可以在终端设备上解决。在确定终端设备无法解决问题之后，将请求发送到远程连接到终端设备的数据网络连接设备，以尝试确定问题的原因。在具体实施例中，可以基于由数据网络连接装置获得的信息来解决终端装置的问题。此外，可以基于由终端设备获得的信息来解决终端设备的问题。

9. 发明申请

US20070175636A1 Method and apparatus for jet-fluid abrasive cutting 失效
标题翻译：喷射流体研磨切割的方法和装置
公开(公告)号：US20070175636A1
公开(公告)日：2007-08-02
申请号：US10592560
申请日：2005-11-14
申请人： Wesley McAfee
发明人： Wesley McAfee
IPC分类号： E21B43/11
CPC分类号： E21B43/114 , E21B7/18 , E21B29/06
摘要： A method and apparatus for down hole abrasive jet-fluid cutting, the apparatus includes a jet-fluid nozzle and a high pressure pump capable of delivering a high-pressure abrasive fluid mixture to the jet-fluid nozzle, an abrasive fluid mixing unit capable of maintaining and providing a coherent abrasive fluid mixture, a tube to deliver the high pressure coherent abrasive mixture down hole to the jet-fluid nozzle, a jetting shoe adapted to receive the jet-fluid nozzle and directing abrasive jet-fluid mixture towards a work piece, a jetting shoe controlling unit that manipulates the jetting shoe along a vertical and horizontal axis and a central processing unit having a memory unit capable of storing profile generation data for cutting a predefined shape or window profile in the work piece and coordinating the operation of various subsystems.
摘要翻译：一种用于井下磨料喷射流体切割的方法和装置，该装置包括喷射流体喷嘴和能够将高压磨料流体混合物输送到喷射流体喷嘴的高压泵，能够保持和提供一致的磨料流体混合物，将高压相干磨料混合物井下输送到射流流体喷嘴的管，适于接纳喷射流体喷嘴并将磨料喷射流体混合物引向工件的喷射靴，一个沿垂直和水平轴线操纵喷射鞋的喷射靴控制单元和一个具有存储单元的中央处理单元，该存储单元能够存储用于在工件中切割预定义的形状或窗口轮廓的轮廓产生数据，并协调各种子系统。

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