US6196846B1 — System and method for establishing a data session…

Claim 1

Independent Claim 133 words

A system for establishing a data session and a voice session for training a user on a computer program, comprising: a customer workstation operable to execute the computer program and to generate a session request in response to user input requesting assistance in operating the computer program; an agent workstation operated by an instructor to train the user on the computer program; a data network coupled to the customer workstation and the agent workstation, the data network operable to establish the data session between the customer workstation and the agent workstation in response to the session request; and a voice network coupled to the customer workstation and the agent workstation, the voice network operable to establish the voice session between the customer workstation and the agent workstation in response to the session request.

Claim 2

Independent Claim 133 words

A system for establishing a data session and a voice session for training a user on a computer program, comprising: a customer workstation operable to execute the computer program and to generate a session request in response to user input requesting assistance in operating the computer program; an agent workstation operated by an instructor to train the user on the computer program; a data network coupled to the customer workstation and the agent workstation, the data network operable to establish the data session between the customer workstation and the agent workstation in response to the session request; and a voice network coupled to the customer workstation and the agent workstation, the voice network operable to establish the voice session between the customer workstation and the agent workstation in response to the session request.

Claim 3

Dependent Claim 64 words

The system of claim 1 , wherein the customer workstation comprises: a processor operable to execute the computer program and a training session application; an output device operable to display the computer program and an activation area associated with the training session application; a communication device operable to communicate using the data network; and a voice instrument operable to communicate using the voice network.

Claim 4

Dependent Claim 25 words

The system of claim 2 , wherein the activation area comprises a help button the activation of which initiates the generation of the session request.

Claim 5

Dependent Claim 30 words

The system of claim 1 , wherein the session request comprises: a user profile; a network address associated with the customer workstation; and status information associated with the computer program.

Claim 6

Dependent Claim 28 words

The system of claim 4 , wherein the status information identifies the computer program and a task associated with the computer program with which the user requests assistance.

Claim 7

Dependent Claim 49 words

The system of claim 1 , wherein the agent workstation initiates a remote control session with the customer workstation in response to the establishment of the data session, and the agent workstation is operable to control the customer workstation remote from the customer workstation during the remote control session.

Claim 8

Dependent Claim 71 words

The system of claim 1 , wherein the agent workstation comprises: a communication device operable to communicate using the data network; a voice instrument operable to communicate using the voice network; a processor operable to control the customer workstation remote from the customer workstation during the data session; and an output device coupled to the processor and operable to display the images appearing on the customer workstation during the data session.

Claim 9

Dependent Claim 57 words

The system of claim 1 , wherein the data network comprises: a memory that stores session information associating the customer workstation with a plurality of agent workstations; and a server coupled to the memory and operable to establish a network connection with the customer workstation in response to validating the user as a subscriber of the system.

Claim 10

Dependent Claim 44 words

The system of claim 8 , wherein the session information comprises: a telephone extension associated with the customer workstation; a plurality of telephone extensions associated with the plurality of agent workstations; and a plurality of network addresses associated with the plurality of agent workstations.

Claim 11

Dependent Claim 62 words

The system of claim 8 , wherein the voice network comprises: a voice server coupled to the data network and operable to select a particular agent workstation in response to the session request; and a switching device coupled to the voice server and operable to establish the voice session between the customer workstation and the selected agent workstation using the session information.

Claim 12

Dependent Claim 48 words

The system of claim 10 , wherein the voice network further comprises a memory operable to store an availability queue that identifies the availability of the plurality of agent workstations, and wherein the voice server is further operable to select a particular agent workstation using the availability queue.

Claim 13

Independent Claim 88 words

A method for establishing a data session and a voice session for training a user on a computer program, comprising: receiving a session request communicated by a customer workstation that is executing the computer program, in response to a user requesting assistance in operating the computer program; selecting one of a plurality of agent workstations in response to the session request; establishing a data session between the customer workstation and the selected agent workstation; and establishing a voice session between the customer workstation and the selected agent workstation.

Claim 14

Independent Claim 88 words

A method for establishing a data session and a voice session for training a user on a computer program, comprising: receiving a session request communicated by a customer workstation that is executing the computer program, in response to a user requesting assistance in operating the computer program; selecting one of a plurality of agent workstations in response to the session request; establishing a data session between the customer workstation and the selected agent workstation; and establishing a voice session between the customer workstation and the selected agent workstation.

Claim 15

Dependent Claim 22 words

The method of claim 12 , wherein the session request is generated by activating a help button displayed at the customer workstation.

Claim 16

Dependent Claim 18 words

The method of claim 12 , wherein the steps of establishing are performed without intervention from the user.

Claim 17

Dependent Claim 44 words

The method of claim 12 , further comprising: initiating a remote control session between the selected agent workstation and the customer workstation in response to establishing the data session; and controlling the customer workstation remote from the customer workstation during the remote control session.

Claim 18

Dependent Claim 68 words

The method of claim 12 , wherein the customer workstation comprises: a processor operable to execute the computer program and a training session application; an output device operable to display the computer program and an activation area associated with the training session application; a communication device operable to communicate the session request using a data network; and a voice instrument operable to communicate using [the] a voice network.

Claim 19

Dependent Claim 26 words

The method of claim 16 , wherein the activation area comprises a help button that enables a user to request assistance in operating the computer program.

Claim 20

Dependent Claim 30 words

The method of claim 12 , wherein the session request comprises: a user profile; a network address associated with the customer workstation; and status information associated with the computer program.

Claim 21

Dependent Claim 28 words

The method of claim 18 , wherein the status information identifies the computer program and a task associated with the computer program with which the user requests assistance.

Claim 22

Dependent Claim 60 words

The method of claim 12 , wherein the step of establishing a data session further comprises: storing session information associating the customer workstation with the selected agent workstation; validating the user as a subscriber of the system; and establishing the data session between the customer workstation and the selected agent workstation based upon the session information and the session request.

Claim 23

Dependent Claim 38 words

The method of claim 20 , wherein the session information comprises: a telephone extension associated with the customer workstation; a telephone extension associated with the selected agent workstation; and a network address associated with the selected agent workstation.

Claim 24

Dependent Claim 41 words

The method of claim 21 wherein the step of establishing a voice session further comprises: receiving the session information at a switching device; and establishing a voice call between the customer workstation and the selected agent workstation using the session information.

Claim 25

Dependent Claim 30 words

The method of claim 12 , wherein the step of selecting comprises selecting the particular agent workstation based upon information that identifies the availability of the plurality of agent workstations.

Claim 26

Dependent Claim 30 words

The method of claim 12 , wherein the step of selecting comprises selecting the particular agent workstation based upon information that identifies the qualifications of the plurality of agent workstations.

Claim 27

Independent Claim 176 words

A system for establishing a voice session and a data session for training a user on a computer program, comprising: a customer workstation operable to execute the computer program and to generate a session request in response to user input requesting assistance in operating the computer program; a plurality of agent workstations; a validation server coupled to the customer workstation, the validation server operable to validate the user as a subscriber of the system in response to the session request; a data server operable to maintain a connection with the validation server, the data server further operable to store session information associated with the session request; a voice server coupled to the data server and operable to select a particular agent workstation in response to the session request; and a switching device coupled to the voice server, the switching device operable to establish the voice session between the customer workstation and the selected agent workstation; wherein the data server is further operable to establish the data session between the customer workstation and the selected agent workstation.

Claim 28

Independent Claim 176 words

A system for establishing a voice session and a data session for training a user on a computer program, comprising: a customer workstation operable to execute the computer program and to generate a session request in response to user input requesting assistance in operating the computer program; a plurality of agent workstations; a validation server coupled to the customer workstation, the validation server operable to validate the user as a subscriber of the system in response to the session request; a data server operable to maintain a connection with the validation server, the data server further operable to store session information associated with the session request; a voice server coupled to the data server and operable to select a particular agent workstation in response to the session request; and a switching device coupled to the voice server, the switching device operable to establish the voice session between the customer workstation and the selected agent workstation; wherein the data server is further operable to establish the data session between the customer workstation and the selected agent workstation.

Claim 29

Dependent Claim 67 words

The system of claim 25 , wherein the customer workstation comprises: a processor operable to execute the computer program and a training session application; an output device operable to display the computer program and an activation area associated with the training session application; a communication device operable to communicate the session request to the data server; and a voice instrument operable to communicate with the switching device.

Claim 30

Dependent Claim 25 words

The system of claim 26 , wherein the activation area comprises a help button the activation of which initiates the generation of the session request.

Claim 31

Dependent Claim 30 words

The system of claim 25 , wherein the session request comprises: a user profile; a network address associated with the customer workstation; and status information associated with the computer program.

Claim 32

Dependent Claim 28 words

The system of claim 28 , wherein the status information identifies the computer program and a task associated with the computer program with which the user requests assistance.

Claim 33

Dependent Claim 49 words

The system of claim 25 , wherein the agent workstation initiates a remote control session with the customer workstation in response to the establishment of the data session, and the agent workstation is operable to control the customer workstation remote from the customer workstation during the remote control session.

Claim 34

Dependent Claim 70 words

The system of claim 25 , wherein the agent workstation comprises: a communication device operable to communicate with the data server; a voice instrument operable to communicate with the switching device; a processor operable to control the customer workstation remote from the customer workstation during the data session; and an output device coupled to the processor and operable to display images appearing on the customer workstation during the data session.

Claim 35

Dependent Claim 44 words

The system of claim 25 , wherein the session information comprises: a telephone extension associated with the customer workstation; a plurality of telephone extensions associated with a plurality of agent workstations; and a plurality of network addresses associated with the plurality of agent workstations.

Claim 36

Dependent Claim 49 words

The system of claim 25 , further comprising a memory coupled to the voice server and operable to store an availability queue that identifies the availability of the plurality of agent workstations, wherein the voice server is further operable to select the particular agent workstation using the availability queue.

Claim 37

Dependent Claim 22 words

The system of claim 25 , wherein the voice server is further operable to identify the user using automatic number identification techniques.

Annuity Stage	Window Opens	Payment Deadline	Surcharge Period Until	Estimated Fee	Status
3.5 Years (Year 4)	2004-03-05	2004-09-04	2005-03-06	$2000.00	Window Closed / Lapsed
7.5 Years (Year 8)	2008-03-05	2008-09-04	2009-03-06	$3760.00	Window Closed / Lapsed
11.5 Years (Year 12)	2012-03-05	2012-09-04	2013-03-06	$7700.00	Window Closed / Lapsed

System and method for establishing a data session and a voice session for training a user on a computer program

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