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US 10,147,097 B2Granted
Support to customer platform system, method, and server
AssigneeRuby Tech Corporation
InventorsYu-Che Young, Li-Te Chang, Chin-Piao Hung
Life of this patent
Estimating the term…
Abstract
The disclosure provides a support to customer platform system, method, and server to serve as a marketing service platform providing various channel functions including sales, planning, technical support, maintenance, and customer management and perform an interactive support service with Internet Protocol (IP) connected devices based on cloud computing. Accordingly, a vendor may realize a comprehensive support service by applying the embodiments of the disclosure without complicated professional training.
Claims9
A customer platform system comprising:
- a first Internet Protocol (IP) connected device, located in a public network;
- at least one second IP connected device, located in a private network;
- and
- a customer service server, located in the private network and connected to the at least one second IP connected device in the private network, allowing the first IP connected device to establish a connection to the customer service server, and providing at least one channel function via the connection for the first IP connected device, and the first IP connected device and the customer service server establishing an interactive support service based on one of the at least one channel function,
- wherein the at least one channel function comprises a maintenance function, the interactive support service comprises at least one remote management operation,
- wherein regarding the maintenance function, the at least one remote management operation comprises:
- a notification operation, wherein in the notification operation, the customer service server monitors links among the customer service server and the at least one second IP connected device in the private network, determines whether connection status of the links and log-in records of a network management system match at least one alarm event, and transmits the at least one alarm event to the first IP connected device via the public network, wherein the customer service server operates the network management system for controlling the at least one second IP connected device and the customer service server in the private network;
- and
- a device management operation, wherein in the device management operation, the first IP connected device logs in the network management system as a network administrator of the network management system via the public network, wherein acting as the network administrator is a proxy of the customer service server in the network management system.
6 more elements
A customer support method, applicable to a first Internet Protocol (IP) connected device located in a public network, a customer service server and at least one second IP connected device located in a private network, the customer support method comprising:
- allowing the first IP connected device to establish a connection to the customer service server;
- and
- providing at least one channel function via the connection for the first IP connected device and establishing an interactive support service based on one of the at least one channel function,
- wherein the at least one channel function comprises a maintenance function, the interactive support service comprises at least one remote management operation and regarding the maintenance function, the step of establishing the interactive support service based on one of the at least one channel function comprising:
- establishing the connection in the public network to the customer service server;
- and
- performing the at least one remote management operation via the private network,
- wherein the at least one remote management operation comprises a notification operation, and the step of performing the at least one remote management operation via the private network comprising:
- monitoring links among the customer service server and the at least one second IP connected device in the private network;
- determining whether connection status of the links and log-in records of a network management system match at least one alarm event, wherein the customer service server operates the network management system for controlling the at least one second IP connected device and the customer service server in the private network;
- and
- transmitting the at least one alarm event via the public network to the first IP connected device;
- wherein the at least one remote management operation comprises a device management operation, and the step of performing the at least one remote management operation via the private network comprising:
- allowing the first IP connected device to log in the network management system via the public network as a network administrator,
- wherein acting as the network administrator by the first IP connected device is a proxy of the customer service server in the network management system.
12 more elements
A customer service server located in a private network comprising:
- a communication module for transmitting and receiving signals;
- and
- a processing unit coupled to the communication module and configured to perform the following steps:
- allowing a first Internet Protocol (IP) connected device located in a public network to establish a connection through the communication module;
- connecting to at least one second IP connected device in the private network;
- and
- providing at least one channel function via the connection for the first IP connected device through the communication module and establishing an interactive support service based on one of the at least one channel function,
- wherein the at least one channel function comprises a maintenance function, the interactive support service comprises at least one remote management operation,
- wherein regarding the maintenance function, the at least one remote management operation comprises:
- a notification operation, wherein in the notification operation, the processing unit monitors links among the customer service server and the at least one second IP connected device in the private network through the communication module, determines whether connection status of the links and log-in records of a network management system match at least one alarm event, and transmits the at least one alarm event to the first IP connected device through the communication module via the public network, wherein the processing unit operates the network management system for controlling the at least one second IP connected device and the customer service server in the private network;
- and
- a device management operation, wherein in the device management operation, the processing unit allows the first IP connected device to log in the network management system via the public network as a network administrator, wherein acting as the network administrator by the first IP connected device is a proxy of the customer service server in the network management system.
9 more elements
Dependencies are inferred from the claim text.