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New help system having user's computer desktop image jointly with an instructor using Internet/Intranet

IP.com Disclosure Number: IPCOM000014016D
Original Publication Date: 2000-May-01
Included in the Prior Art Database: 2003-Jun-19
Document File: 3 page(s) / 83K

Publishing Venue

IBM

Abstract

Disclosed is a system for giving guidance of computer system and it's applications having the user's computer desktop image jointly with an instructor using Internet or Intranet networks. This system provides efficiency by having the user's computer desktop image. The same kind of current other systems requires installing some software and setups in advance. However, those installation or setups preparation works is impossible to do if the target users number is unlimited. This is a big problem for a company which wants to provide efficient and proper guidance service for unlimited number of user. This disclosed system overcome the problem. A user visits a help service homepage when he/she need some help as far as the computer system, and requests a help at the page. Then the programs are dynamically downloaded to user's computer and that provides the same desktop image to a instructor of the service company and instructor can provide proper and precise guidance for the user. Configuration [1] User's machine User's machine which connecting to Internet/Intranet

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  New help system having user's computer desktop image jointly with an instructor using Internet/Intranet

Disclosed is a system for giving guidance of computer system and it's applications having the user's computer desktop image jointly with an instructor using Internet or Intranet networks. This system provides efficiency by having the user's computer desktop image. The same kind of current other systems requires installing some software and setups in advance. However, those installation or setups preparation works is impossible to do if the target users number is unlimited. This is a big problem for a company which wants to provide efficient and proper guidance service for unlimited number of user.

This disclosed system overcome the problem. A user visits a help service homepage when he/she need some help as far as the computer system, and requests a help at the page. Then the programs are dynamically downloaded to user's computer and that provides the same desktop image to a instructor of the service company and instructor can provide proper and precise guidance for the user.

Configuration

[1]User's machine User's machine which connecting to Internet/Intranet

[2]Web Server This server has the Help service homepage and the service programs for dynamic download. Service program has the following functions:
1. Report IP address of user's machine
2. Access the firewall and do security clearance
3. Request a help to Routing Service Device
4. Wait the acceptance of an instructor
5. Communicate with Help request receiving program and send the Desktop image to the instructor.

[3]Firewall gate Firewall between the public Internet and the company's Intranet

[4]Routing Service Device This device distributes help requests from users to an instructor machine Routing Service Device dispatch a help request to instructors and notice User's machine's address to Instructor's machine.

[5]Instructor's machine Instructor's machine has the Help request receiving program. Help request receiving program has the following functions:
1. Display the dispatched help request.
2. Send "Accept" to Routing Service Device and get the User's machine's address
3. Establish connection with user's machine via the firewall.
4. Display User's machine's Deskto...