Remote Servicing System

Abstract

Embodiments of the invention provide methods to manage communication between a local and remote computing system communicating with each other through a network. In some embodiments, a method includes broadcasting a poll across a network to a plurality of remote computing systems in response to user interaction at the local computing system, as well as establishing video conferencing between one of the plurality of remote computing systems and the local computing system in response to the one of the plurality of remote computing systems answering the poll. In alternative embodiments, a method includes automatically establishing video conferencing between a local computing system and a remote computing system in response to receiving a poll from the local computing system, as well as automatically establishing control of at least a portion of the local computing system from the remote computing system.

What is claimed is: 
     
         1 . A method of providing service to a customer with a remote service system by establishing communication between a remote computing system and a local computing system, comprising:
 in response to receiving a poll at the remote computing system from the local computing system, automatically establishing video conferencing between the remote computing system and the local computing system; and   automatically establishing control of at least a portion of the local computing system from the remote computing system.   
     
     
         2 . The method of  claim 1 , further comprising:
 determining information associated with an order, including information about at least one item to order and billing information; and   placing the order based on the determined information.   
     
     
         3 . The method of  claim 2 , wherein determining information associated with the order includes determining fulfillment information. 
     
     
         4 . The method of  claim 2 , wherein a printer is coupled to the local computing system, and further comprising:
 printing at least some of the information associated with the order on the printer.   
     
     
         5 . The method of  claim 2 , wherein the order is placed in response to receiving a confirmation of payment for the order. 
     
     
         6 . The method of  claim 1 , further comprising:
 generating an ordering interface to order at least one item.   
     
     
         7 . The method of  claim 6 , further comprising:
 charging an entity associated with the local computing system based upon a percentage of a total charge associated with the order.   
     
     
         8 . The method of  claim 1 , further comprising:
 generating a warehouse interface to display information associated with at least one item.   
     
     
         9 . The method of  claim 1 , further comprising:
 storing data indicative of a utilization of the local computing system.   
     
     
         10 . The method of  claim 9 , wherein the data indicates a number of times video conferencing is established with the local computing system. 
     
     
         11 . The method of  claim 9 , wherein the data indicates a number of times an order is placed after video conferencing is established with the local computing system. 
     
     
         12 . The method of  claim 9 , wherein the data indicates an amount of time the video conferencing is established with the local computing system. 
     
     
         13 . The method of  claim 9 , further comprising:
 generating a report that includes the data.   
     
     
         14 . The method of  claim 9 , further comprising:
 charging an entity associated with the local computing system based on the data.   
     
     
         15 . The method of  claim 1 , wherein the remote computing system is a first remote computing system, receiving the poll at the remote computing system includes providing an indication to a user of the remote computing system that the poll has been detected, and further comprising:
 forwarding the poll from the first remote computing system to a second remote computing system in response to the user failing to answer the poll or refusing to answer the poll.   
     
     
         16 . The method of  claim 1 , wherein a first display is coupled to the local computing system, and a second display is coupled to the remote computing system, the method further comprising:
 duplicating data output on the second display on the first display.   
     
     
         17 . A method of providing service to a customer with a remote service system by establishing communication between a remote computing system and a first local computing system, comprising:
 in response to receiving a poll at the remote computing system from the first local computing system, automatically establishing video conferencing between the remote computing system and the first local computing system; and   automatically establishing control of at least a portion of a second local computing system from the remote computing system.   
     
     
         18 . An apparatus, comprising:
 a processing unit; and   a memory coupled to the processing unit, the memory containing program code configured to, when executed by the processing unit, cause the apparatus to:   in response to receiving a poll from a local computing system, automatically establish video conferencing with the local computing system; and   automatically establish control of at least a portion of the local computing system.   
     
     
         19 . The apparatus of  claim 18  wherein the program code is further configured to cause the apparatus to:
 determine information associated with an order, including information about at least one item to order and billing information; and 
 place the order based on the determined information. 
 
     
     
         20 . The apparatus of  claim 18  wherein the program code is further configured so that receiving the poll at the apparatus includes providing an indication to a user of the apparatus that the poll has been detected, and to cause the apparatus to:
 forward the poll to a remote computing system in response to the user failing to answer the poll or refusing to answer the poll.