Automated firewall-compliant customer support resolution provisioning system
US10505897B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jul 26, 2017 |
| Grant date | Dec 10, 2019 |
| Priority date | — |
| Expiry date | Jan 19, 2038 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04L63/108
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
An automated firewall-compliant customer support resolution provisioning system includes a customer support system coupled to a customer device. The customer support system receives a first secure request from the customer device that identifies an event in the customer device and, in response, sends a first secure response through a firewall subsystem to the customer device within a first timeout period enforced by the firewall subsystem. The customer support system then determines event resolution information for the event. Subsequent to the first timeout period and based on the first secure response, the customer device sends a second secure request to the customer support system requesting the event resolution and the customer support system sends the event resolution information through the firewall subsystem to the customer device within a second timeout period enforced by the firewall subsystem. The customer device then utilizes the event resolution information to address the event.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.