Granted Patent B2

US 6,959,187 · App. 10/270,943 · Granted Oct 25, 2005

Abstract

Claims (17)

1. A method of providing information to a user at a remote terminal, the method comprising the steps of:

receiving from the remote terminal status information relating to an irregularity in the remote terminal;

determining from the status information what action may be required to resolve the irregularity;

identifying an agent capable of performing the action;

transmitting the status information to a portable device associated with the agent to inform the agent of the irregularity; and

allowing the portable device to access a repository containing operational information for presentation to the agent.

2. A method according to claim 1 , wherein the information is transmitted using the wireless application protocol.

3. A method according to claim 1 , wherein the status information identifies the remote terminal and includes details of where the terminal is located.

4. A method according to claim 1 , wherein the portable device comprises a handheld device.

5. An apparatus comprising:

means for receiving from a remote terminal status information relating to a irregularity in the remote terminal;

means for determining from the status information what action may be required to resolve the irregularity;

means for identifying an agent capable of performing the action;

means for transmitting the status information to a portable device associated with the agent to inform the agent of the irregularity; and

means for allowing the portable device to access a repository containing operational information for presentation to the agent.

6. An apparatus according to claim 5 , wherein the information is transmitted using the wireless application protocol.

7. An apparatus according to claim 5 , wherein the status information identifies the remote terminal and includes details of where the terminal is located.

Assignments (9)