Storage Appliance Corporation

Crowdcare Corporation

Hewlett-packard Development Company, L.P.

Qualcomm Incorporated

Palm, Incorporated

Ian Collins

Yousuf Chowdhary

Jeffrey Brunet

Eric Li

Alex Lemelev

Bindu Rama Rao

Valeriy Kusov

Karen Chan

Subramanian Kanthi

Hai Sheng Pan

Artiom Kreimer

Lijin (Michael) Wen

Stephen Kim

A method is provided for prioritizing rule creation for computer-assisted customer care. When a question from a user of a device is received by a customer care analytics engine for which no rule is automatically fired, the question and a related device profile of the device are added to an unfired questions list. The analytics engine parses the question to match terms in other questions in the list. The question is also added to an appropriate category in the list based on the device profile. A prioritization algorithm is used to rank the question among other questions within the list or the category, ranking the question more highly according to the frequency of those terms in the category or the list. According to its rank-wise order, the question is directed for creation of a rule to permit automatic handling of questions having the same or similar terms in the future.

System and method of rule creation based on frequency of question

A method is provided for determining a reference device profile. Device profiles are gathered from a plurality of devices having at least one characteristic in common. Each device profile has a plurality of parameter values. The device profiles are compared according to at least one device health metric. Parameter values associated with an optimum value of the device health metric are identified. Using these identified parameter values, a reference device profile is compiled. A method is also provided for enabling a target device to be conformed with a reference device profile.

System and method of creating and using a reference device profile

A method is provided that uses a server to dynamically configure software applications on an electronic device. Information is received from the device about the device (e.g. device OS, firmware version, make and/or model, etc.). The server determines based on the device information a set of capabilities of the device. The server then sends code for installation on the device to configure at least one of the software applications based on the determined capabilities of the device. A programmed server is also provided.

System and method of dynamic configuration engine for electronic devices

An operator network is capable of routing incoming customer care calls to specific customer care representatives based on a subscriber profile and customer service representative (CSR) skill set. The device profile is retrieved from the mobile handset while the incoming customer care call is in a queue waiting to be connected to a CSR. The retrieved device profile is also used to determine an appropriate CSR to handle an incoming customer care call.

Operator network that routes customer care calls based on subscriber / device profile and CSR skill set

A telecommunications network includes a plurality of operators, each performing customer service activities. Each operator uses an analytics engine to apply troubleshooting rules to help diagnose customer problems. In addition to a local rules repository at each of the different operators, a centralized rules repository is used to collect domain knowledge of the different operators. Additionally, rules generated by software vendors and device manufacturers are also included in the centralized rules repository. By accessing this centralized rules repository, the local rules repositories can be updated with rules from these other sources, thereby increasing the rules available for each individual operator.

Centralized rules repository for smart phone customer care

A data backup system is provided for backing up data files from a data source and for securing those data files against accidental modification or deletion. The system comprises storage and a data protection component that includes an application programming interface defining a command set. The system can also comprise a backup application that is configured to use the commands of the command set. The data protection component allows applications that use the commands of the command set, such as the backup application, to access the storage of the system. The data protection component prevents operating systems and applications that do not use the commands of the command set from accessing the storage. The data protection function of the data protection component can optionally be disabled to allow open access to the storage.

Data backup system including a data protection component

A peripheral electronic device includes a health check application configured to execute automatically upon connection of the peripheral device to a data source, such as a personal computer. The health check application can diagnose problems and if necessary, repair the problems with the peripheral device, the data source, or both. Examples of problems include corrupted data and indications of software, firmware, and hardware failures or impending failures. In some instances, the health check application can provide a warning of an impending failure. The health check application, after initially executing, can be triggered in various ways to scan again for problems. In addition to finding and repairing problems, the health check application can also attend to maintenance.

Systems and methods for automated diagnosis and repair of storage devices

A data backup system is provided that when coupled to a data source, such as a personal computer, and a media player, such an Apple Computer IPod media player, the data backup system blocks certain communications between the data source and the media player thus preventing the data source from recognizing the media player as such thereby avoiding the launching of synchronization software for the media player, the data backup system also causing the automatic launching of a backup application stored on the data backup system so that data files can be located on the data source and then backed up to the media player.

Systems and methods for converting a media player into a backup device

A software application is provided for a user to select a backed up data file and specify a task to be performed by an online service provider on the selected file. The application automatically connects to the online service provider and uploads the selected file for the online service provider to perform the task. Tasks that can be performed include printing, sharing, viewing, playing and archiving the selected file. Task preferences, user settings and user information can also be specified by the user and uploaded to the online service provider. Automatic connection to the online service provider can be via default setting, selected file type, or specified task. Alternatively, the user can designate which service provider is to perform the task. Payment for the task can be accomplished via bundled credits or by other payment mechanisms.

Automatic connection to an online service provider from a backup system

Systems and methods are provided for controlling the number of products produced by contract manufacturers in order to prevent unauthorized overproduction. Each authorized device that is produced includes both a serial number and an encryption of the serial number. Each device is configured to decrypt the encrypted serial number and verify the decrypted serial number matches the serial number before the device will function properly. The encryption of the serial number is performed at a secure location outside of the control of the manufacturer, and the encrypted serial number is then transmitted to the manufacturer and stored to the device. Without knowledge of, or access to, the details of the encryption process, the manufacturer cannot independently produce devices with properly encrypted serial numbers. Accordingly, the number of properly functioning devices the manufacturer can produce can be limited by controlling the number of encrypted serial numbers provided to the manufacturer.

Systems and methods for controlling production quantities

A backup system is provided that includes a backup application configured to automatically execute upon connection of the backup system to a data source. The backup application is configured to selectively back up data from the data source to itself or to networked storage, for example. As part of selectively backing up data, the backup application is further configured to selectively extract embedded data files, such as attachments, from internal files of e-mail programs. Between backups, the backup application can selectively extract newly received embedded data files to a folder. During a subsequent backup, the contents of the folder can be copied from the data source.

Systems and methods for selectively copying embedded data files

A data backup system comprises an emulation component and a storage device having logical storage areas. The emulation component is configured to represent a first logical storage area of the storage device, such as a solid state memory or a disk drive partition, as if it were an auto-launch device. Accordingly, a data source, such as a personal computer, will interact with the first logical storage area as if it were the auto-launch device. As some operating systems are configured to recognize auto-launch devices upon connection and automatically execute applications stored thereon, merely connecting the data backup system to a data source running such an operating system can cause a backup application stored by the first logical storage area to automatically execute on the data source to selectively back up data to a second logical storage area of the storage device.

Data backup devices and methods for backing up data

An emulation component for a data backup system is provided. The emulation component represents a storage device, such as a flash memory device or a partition of a disk drive, as if it were an auto-launch device, that will trigger applications to execute automatically. Accordingly, other computing systems, such as personal computers, interact with the storage device, through the emulation component, as if the storage device were the auto-launch device. Because the emulation component makes this representation, merely connecting the emulation component between the storage device and the computing system can cause a backup application stored on the storage device to automatically execute on the computing system. A data backup appliance including an emulation component and a storage device is also provided. The backup system can also include an interface for connecting another removable device, such as a disk drive, for storing backup content from the data source.

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Markham, Canada

Ian Collins