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1. 发明申请

US20090292579A1 Technical Support Routing Among Members Of A Technical Support Group 失效
标题翻译：技术支持小组成员技术支持路由
公开(公告)号：US20090292579A1
公开(公告)日：2009-11-26
申请号：US12124772
申请日：2008-05-21
申请人： Paul A. Boothe , Moises Cases , Bhyrav M. Mutnury , William G. Pagan
发明人： Paul A. Boothe , Moises Cases , Bhyrav M. Mutnury , William G. Pagan
IPC分类号： G06Q10/00
CPC分类号： G06Q10/10 , G06Q10/06311
摘要： Computer-implemented methods, apparatus and products for technical support routing among members of a technical support group, including maintaining, by a configuration manager, a system configuration history of a user's computer system, the system configuration history including historical records of changes in configuration of the user's computer system; receiving, by a technical support module, a support request identifying a current error that occurred during operation of the user's computer system including receiving information describing the error and the system configuration history of the user's computer system; and routing, by the technical support module automatically without human intervention, the support request to one or more particular members of the technical support group in dependence upon the information describing the error and the system configuration history.
摘要翻译：计算机实现的方法，装置和产品，用于在技术支持组成员之间进行技术支持路由选择，包括由配置管理器维护用户计算机系统的系统配置历史，系统配置历史，包括历史记录的配置变化用户的计算机系统; 由技术支持模块接收识别在用户计算机系统的操作期间发生的当前错误的支持请求，包括接收描述用户计算机系统的错误和系统配置历史的信息; 并且由技术支持模块通过技术支持模块无需人为干预就根据描述错误和系统配置历史的信息向技术支持组的一个或多个特定成员提供支持请求。

2. 发明授权

US09940582B2 Intelligent problem tracking electronic system for optimizing technical support 有权
公开(公告)号：US09940582B2
公开(公告)日：2018-04-10
申请号：US12199589
申请日：2008-08-27
申请人： Paul A. Boothe , Moises Cases , Bhyrav M. Mutnury
发明人： Paul A. Boothe , Moises Cases , Bhyrav M. Mutnury
IPC分类号： G06F11/07 , G06N5/04 , H04L12/24
CPC分类号： G06N5/04 , G06F11/079 , G06F11/0793 , H04L41/5074
摘要： Embodiments of the present invention address deficiencies of the art in respect to technical support management and provide a novel and non-obvious method, system and computer program product for intelligent problem tracking to optimize technical support. In an embodiment of the invention, a method for intelligent problem tracking can include receiving recorded information of tracked end user behavior collected in an end user computing system while the end user addresses a problem in the end user computing system, determining a level of technical sophistication of the user based upon the recorded information, selecting a technical support level corresponding to the determined level of technical sophistication of the user, and transmitting a resolution to the problem in a message to the end user computing system commensurate with the selected technical support level.

3. 发明申请

US20100138677A1 OPTIMIZATION OF DATA DISTRIBUTION AND POWER CONSUMPTION IN A DATA CENTER 审中-公开
标题翻译：数据中心数据分配和功耗优化
公开(公告)号：US20100138677A1
公开(公告)日：2010-06-03
申请号：US12325314
申请日：2008-12-01
申请人： William G. Pagan , Moises Cases , Paul A. Boothe , Carl E. Jones , Bhyrav M. Mutnury
发明人： William G. Pagan , Moises Cases , Paul A. Boothe , Carl E. Jones , Bhyrav M. Mutnury
IPC分类号： G06F1/32 , G06F12/02 , G06F13/00
CPC分类号： G06F3/0634 , G06F3/0625 , G06F3/0649 , G06F3/0685 , Y02D10/154
摘要： The distribution of data among a plurality of data storage devices may be optimized, in one embodiment, by redistributing the data to move less-active data to lesser performing data storage devices and to move more-active data to higher performing data storage devices. Power consumption in the datacenter may be optimized by selectively reducing power to data storage devices to which less-active data, such as persistent data, has been moved.
摘要翻译：在一个实施例中，可以优化多个数据存储设备之间的数据分布，通过重新分配数据以将较少活动的数据移动到较小执行的数据存储设备，并将更多的活动数据移动到更高性能的数据存储设备。可以通过选择性地降低数据存储设备的功率来优化数据中心中的功耗，对于诸如持久数据的较少活动数据已被移动到数据存储设备。

4. 发明申请

US20100057657A1 INTELLIGENT PROBLEM TRACKING ELECTRONIC SYSTEM FOR OPTIMIZING TECHNICAL SUPPORT 有权
标题翻译：智能跟踪电子系统优化技术支持
公开(公告)号：US20100057657A1
公开(公告)日：2010-03-04
申请号：US12199589
申请日：2008-08-27
申请人： Paul A. Boothe , Moises Cases , Bhyrav M. Mutnury
发明人： Paul A. Boothe , Moises Cases , Bhyrav M. Mutnury
IPC分类号： G06N5/02
CPC分类号： G06N5/04 , G06F11/079 , G06F11/0793 , H04L41/5074
摘要： Embodiments of the present invention address deficiencies of the art in respect to technical support management and provide a novel and non-obvious method, system and computer program product for intelligent problem tracking to optimize technical support. In an embodiment of the invention, a method for intelligent problem tracking can include receiving recorded information of tracked end user behavior collected in an end user computing system while the end user addresses a problem in the end user computing system, determining a level of technical sophistication of the user based upon the recorded information, selecting a technical support level corresponding to the determined level of technical sophistication of the user, and transmitting a resolution to the problem in a message to the end user computing system commensurate with the selected technical support level.
摘要翻译：本发明的实施例解决了技术支持管理方面的不足之处，并提供了一种用于智能问题跟踪的新颖且不明显的方法，系统和计算机程序产品，以优化技术支持。在本发明的一个实施例中，用于智能问题跟踪的方法可以包括：在最终用户解决最终用户计算系统中的问题的同时，接收在最终用户计算系统中收集的跟踪终端用户行为的记录信息，确定技术复杂程度基于所记录的信息，选择与所确定的用户的技术水平相对应的技术支持级别，并且向与所选择的技术支持级别相称的终端用户计算系统的消息中向该问题发送解决问题。

5. 发明授权

US08359220B2 Technical support routing among members of a technical support group 失效
标题翻译：技术支持组成员之间的技术支持路由
公开(公告)号：US08359220B2
公开(公告)日：2013-01-22
申请号：US12124772
申请日：2008-05-21
申请人： Paul A. Boothe , Mioses Cases , Bhyrav M. Mutnury , William G. Pagan
发明人： Paul A. Boothe , Mioses Cases , Bhyrav M. Mutnury , William G. Pagan
IPC分类号： G06Q10/00
CPC分类号： G06Q10/10 , G06Q10/06311
摘要： Computer-implemented methods, apparatus and products for technical support routing among members of a technical support group, including maintaining, by a configuration manager, a system configuration history of a user's computer system, the system configuration history including historical records of changes in configuration of the user's computer system; receiving, by a technical support module, a support request identifying a current error that occurred during operation of the user's computer system including receiving information describing the error and the system configuration history of the user's computer system; and routing, by the technical support module automatically without human intervention, the support request to one or more particular members of the technical support group in dependence upon the information describing the error and the system configuration history.
摘要翻译：计算机实现的方法，装置和产品，用于在技术支持组成员之间进行技术支持路由选择，包括由配置管理器维护用户计算机系统的系统配置历史，系统配置历史，包括历史记录的配置变化用户的计算机系统; 由技术支持模块接收识别在用户计算机系统的操作期间发生的当前错误的支持请求，包括接收描述用户计算机系统的错误和系统配置历史的信息; 并且由技术支持模块通过技术支持模块无需人为干预就根据描述错误和系统配置历史的信息向技术支持组的一个或多个特定成员提供支持请求。

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