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US 8,782,730 B2Granted
User assistance via customer premises equipment media files
AssigneeAT&T Intellectual Property I, L.P.
InventorsShiv Kumar, Paritosh Bajpay, John Michael Donovan, Narendra Ravi
Life of this patent
Estimating the term…
Abstract
A particular customer premises equipment (CPE) device includes a display interface, a processor, and a memory accessible to the processor. The memory includes a plurality of media files that include user assistance information. The memory also includes instructions executable by the processor to access a media file of the plurality of media files and, in response to a user request for assistance, send content of the media file to a display device via a display interface.
Claims18
An apparatus comprising:
- a display interface;
- a processor;
- and
- a memory of a customer premises equipment device, wherein the memory comprises:
- instructions executable by the processor;
- and
- a plurality of media files comprising user assistance information, wherein the instructions are executable by the processor to perform operations including:
- accessing a particular media file of the plurality of media files;
- sending content of the particular media file to a display device via the display interface in response to a user request to tune to a troubleshooting television channel, wherein the particular media file indicates a set of troubleshooting steps;
- performing a diagnostic test in response to the user request to tune to the troubleshooting television channel;
- and
- storing, at the memory of the customer premises equipment device, a log associated with the user request for assistance, wherein the log includes a first subset of troubleshooting steps performed at the customer premises equipment device and a second subset of troubleshooting steps not performed at the customer premises equipment device.
9 more elements
A method, comprising:
- at a customer premises equipment device that stores a plurality of user assistance media files:
- receiving a user request to tune to a troubleshooting television channel information;
- accessing a particular user assistance media file in response to the user request to tune to the troubleshooting television channel, wherein the particular user assistance media file indicates a set of troubleshooting steps;
- sending content of the particular user assistance media file to a display device;
- performing a diagnostic test in response to the user request to tune to the troubleshooting television channel;
- storing, at the customer premises equipment device, a log associated with the user request, wherein the log includes a first subset of troubleshooting steps performed at the customer premises equipment device and a second subset of troubleshooting steps not performed at the customer premises equipment device;
- sending the log to a content server;
- and
- receiving at the customer premises equipment device from the content server an updated media file in response to a problem being identified as a frequently occurring problem, wherein the updated media file is received independently of whether a user associated with the customer premises equipment device requests assistance with the problem.
6 more elements
A processor-readable storage device comprising instructions that, when executed by a processor, cause the processor to perform operations including:
- at a set-top box device that stores a plurality of user assistance media files, receiving a user request to tune to a troubleshooting television channel;
- accessing a particular user assistance media file in response to the user request to tune to the troubleshooting television channel, wherein the particular user assistance media file indicates a set of troubleshooting steps;
- sending content of the particular user assistance media file to a display device;
- performing a diagnostic test at the set-top box device in response to the user request to tune to the troubleshooting television channel;
- storing log information at the set-top box, wherein the log information includes results of the diagnostic test and wherein the log information includes a first subset of troubleshooting steps performed at the set-top box and a second subset of troubleshooting steps not performed at the set-top box;
- transmitting the log information to a customer service agent associated with a service provider;
- receiving an updated user assistance media file from the service provider;
- and
- sending content of the updated user assistance media file to the display device.
6 more elements
Dependencies are inferred from the claim text.