Multimedia context-sensitive real-time-help mechanism for use in a data processing system
AssigneeInternational Business Machines Corporation
InventorsThomas R. Arbuckle, Marvin L. Williams
Life of this patent
Estimating the term…
Abstract
A method and apparatus for providing assistance to a user in a distributed data processing system. The distributed data processing system includes a plurality of applications and has a multiple users enrolled therein, wherein a plurality of expert users are present within the multiple users enrolled in the data processing system. Each expert user within has an expertise in a selected area. One of the expert users is selected in response to a request for assistance by a user. The selection of the expert user is based on the context sensitive criteria. Next, a communications channel to the selected expert user is established to provide help to the user.
Claims20
A method in a distributed data processing system for providing assistance to a user on said distributed data processing system, wherein said data processing system includes a plurality of applications and has a multiple users enrolled therein, wherein a plurality of expert users,are present within said multiple users, each expert user within said plurality of expert users having an expertise in a selected area, said method comprising:
- selecting one of said plurality of expert users in response to a request for assistance by a user, wherein said selection of said one of said plurality of expert users is based on contextual criteria;
- and
- establishing a communications channel to said selected one of said plurality of expert users, wherein the communication channel includes a plurality of different types of media.
A method in a distributed data processing system for providing assistance to a user in said distributed data processing system, wherein said data processing system includes a plurality of applications and has a multiple users enrolled therein, wherein a plurality of expert users are present within said multiple users, each expert user within said plurality of expert users having an expertise in a selected area, said method comprising:
- selecting one of said plurality of expert users in response to a request for assistance by a user, wherein said selection of said one of said plurality of expert users is based on contextual criteria;
- and
- establishing a communications channel to said selected one of said plurality of expert users, wherein said step of establishing a communications channel includes allowing graphic data from a station associated with said selected one of said plurality of expert users to be displayed at a station associated with said user
A method in a distributed data processing system for providing assistance to a user in said distributed data processing system, wherein said data processing system includes a plurality of applications and has a multiple users enrolled therein, wherein a plurality of expert users are present within said multiple users, each expert user within said plurality of expert users having an expertise in a selected area, said method comprising:
- selecting one of said plurality of expert users in response to a request for assistance by a user, wherein said selection of said one of said plurality of expert users is based on contextual criteria;
- and
- establishing a communications channel to said selected one of said plurality of expert users, wherein said step of establishing a communications channel includes establishing an audio channel and a video channel between said user and said selected one of said plurality of expert users.
A method in a distributed data processing system for providing assistance to a user in said distributed data processing system, wherein said data processing system includes a plurality of applications and has a multiple users enrolled therein, wherein a plurality of expert users are present within said multiple users, each expert user within said plurality of expert users having an expertise in a selected area, said method comprising:
- selecting one of said plurality of expert users in response to a request for assistance by a user, wherein said selection of said one of said plurality of expert users is based on contextual criteria;
- establishing a communications channel to said selected one of said plurality of expert users;
- and
- recording a session between a first user and an expert user from within said plurality of users.
A distributed data processing system for providing assistance to a user in said distributed data processing system, wherein said distributed data processing system includes a plurality of applications and has a multiple users enrolled therein, wherein a plurality of expert users are present within said multiple users, each expert user within said plurality of expert users having an expertise in a selected area, said data processing system comprising:
- selection means for selecting one of said plurality of expert users in response to a request for assistance by a user, wherein said selection of one of said plurality of expert users is based on contextual criteria;
- and
- establishment means for establishing a multimedia communications channel to said selected one of said plurality of expert users.
A distributed data processing system for providing assistance to a user in said distributed data processing system, wherein said distributed data processing system includes a plurality of applications and has a multiple users enrolled therein, wherein a plurality of expert users are present within said multiple users, each expert user within said plurality of expert users having an expertise in a selected area, said data processing system comprising:
- selection means for selecting one of said plurality of expert users in response to a request for assistance by a user, wherein said selection of one of said plurality of expert users is based on contextual criteria;
- and
- establishment means for establishing a multimedia communications channel to said selected one of said plurality of expert users, wherein said establishment means includes means for allowing graphic data from a station associated with said selected one of said plurality of expert users to be displayed at a station associated with said user.
A distributed data processing system for providing assistance to a user in said distributed data processing system, wherein said distributed data processing system includes a plurality of applications and has a multiple users enrolled therein, wherein a plurality of expert users are present within said multiple users, each expert user within said plurality of expert users having an expertise in a selected area, said data processing system comprising:
- selection means for selecting one of said plurality of expert users in response to a request for assistance by a user, wherein said selection of one of said plurality of expert users is based on contextual criteria;
- and
- establishment means for establishing a multimedia communications channel to said selected one of said plurality of expert users, wherein said establishment means includes means for establishing an audio channel, a data channel for graphic data, and a video channel between said user and said selected one of said plurality of expert users.
A distributed data processing system for providing assistance to a user in said distributed data processing system, wherein said distributed data processing system includes a plurality of applications and has a multiple users enrolled therein, wherein a plurality of expert users are present within said multiple users, each expert user within said plurality of expert users having an expertise in a selected area, said data processing system comprising:
- selection means for selecting one of said plurality of expert users in response to a request for assistance by a user, wherein said selection of one of said plurality of expert users is based on contextual criteria;
- establishment means for establishing a multimedia communications channel to said selected one of said plurality of expert users;
- and
- recording means for recording a session between a first user and an expert user from within said plurality of users.
Dependencies are inferred from the claim text.