US 2010/0061543 A1Published application

System and method for a computerized helpdesk

AssigneeMichlol Solutions Ltd.

InventorBoaz KEIDER

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Abstract

It is disclosed a system for providing a help desk service to several facilities of various organizations. The system includes a computer network interface, a management unit and a cellular network interface. The computer network interface receives service calls from web browsers operated by users at the facilities, and conveys the service calls to the management unit. The management unit receives service calls originated at a communications channel such as the computer network interfacing the computer network interface, identifies individuals associated with handling the service calls, and outputs messages associated with handling the service calls, and identification of the individuals. The cellular network interface receives the messages and the respective identification of the individuals, and uses SMS to submit the messages to the respective individuals.

Claims20

Dependent claims

A system for providing a help desk service to one or more facilities of one or more organizations, said system comprising:

(a) a computer network interface configured for
(i) receiving at least one service call from a web browser operated by a user at one facility of said one or more facilities of said one or more organizations;
and
(ii) conveying said at least one service call to a management unit;
(b) said management unit configured for:
(i) receiving at least one service call originated in at least one communication channel, said at least one communication channel including at least one computer network interfacing said computer network interface;
(ii) identifying at least one individual associated with handling said at least one service call;
and
(iii) outputting at least one message associated with handling said at least one service call, and at least one identification of said at least one individual;
and
(c) a cellular network interface configured for:
(i) receiving from said management unit at least one message associated with handling said at least one service call, and at least one respective identification of said at least one individual;
and
(ii) using short message service to submit said at least one message to the respective at least one individual.

11 more elements

Dependencies are inferred from the claim text.

Facts

Application: 12/259,304Filed 28 Oct 2008
Priority: 11 Sep 2008
Published: 11 Mar 2010
Term ends: Not estimatedThe source records don’t support an estimate.

Classification4 codes

G06Q 10/10
Administration; Management: office automation; Time management
H04M 3/5191
Call or contact centers with computer-telephony arrangements: interacting with the Internet
G06Q
Information and communication technology [ict] specially adapted for administrative, commercial, financial, managerial
H04M
Telephonic communication