System and Method for Device Specific Customer Support
AssigneeDell Products L.P.
InventorOliver L. Ilagan
Life of this patent
Estimating the term…
Abstract
A method of routing a voice communication from an information handling system to one of a plurality of queues includes automatically obtaining an identifier from the information handling system that uniquely identifies the information handling system, and transmitting the identifier so that the voice communication can be routed to one of the queues.
Claims20
A method of routing a voice communication from an information handling system to one of a plurality of queues, the method comprising:
- receiving at a web site a request from the information handling system to establish the voice communication;
- automatically obtaining at the web site an identifier from the information handling system that uniquely identifies the information handling system;
- and
- selecting one of the queues for receiving the voice communication based upon the identifier, wherein:
- the identifier is obtained from a file stored on the information handling system;
- and
- a manufacturer of the information handling system assigned the identifier to the information handling system.
A method of routing a voice communication from an information handling system to one of a plurality of queries, comprising:
- accepting over a network from the information handling system an identifier automatically obtained by and transmitted from the information handling system, the identifier uniquely identifying the information handling system;
- routing the voice communication to the one queue based on the identifier, wherein the routing includes determining a characteristic of the information handling system based upon the identifier;
- and
- initiating a pop-up window on the information handling system.
A method of routing a voice communication from an information handling system to one of a plurality of queues, comprising:
- accepting over a network from the information handling system an identifier automatically obtained by and transmitted from the information handling system, the identifier uniquely identifying the information handling system;
- routing the voice communication to the one queue based on the identifier, wherein the routing includes determining a characteristic of the information handling system based upon the identifier;
- and
- providing a text chat channel to a customer using the information handling system.
Dependencies are inferred from the claim text.