WO1998013773A1

WO1998013773A1 - Photo enhanced help desk system

Info

Publication number: WO1998013773A1
Application number: PCT/US1997/016866
Authority: WO
Inventors: John C. Parham
Original assignee: The Sabre Group, Inc.
Priority date: 1996-09-27
Filing date: 1997-09-23
Publication date: 1998-04-02
Also published as: AU4430797A

Abstract

A system employing a customizable computer program shell which accesses via a network (88) a variety of photographic images stored in a file directory (98) and also accesses via the network (88) associated information contained in a database (96). The system allows a user to select, via a series of decision steps, a photograph of the desired view of a model, brand and type of equipment which will appear on their computer screen display (10). Once a photograph (44L) is displayed, the system identifies items appearing in the photograph by highlighting the item's name (72-78) and by point to the item on photograph (44L). The system also provides a detailed description (84) for each item identified. The system may be employed simultaneously by multiple users, enabling remote users to view the same photographs (44) on their computers (100 and 101) as they speak with each other via telephone.

Description

PHOTO ENHANCED HELP DESK SYSTEM

TECHNICAL FIELD OF THE INVENTION

The present invention relates to a computer assisted help desk system capable of allowing help desk personnel who are located remotely from the person needing assistance with their equipment to view a variety of actual photographs taken at different orientations on the type of equipment requiring service. The system allows the help desk personnel to use their computer to identify hot spots on the photographs, to locate items using the name of the item, and to associate either the name or location of an item on the photographs with a description of the item and information on service related thereto. The system connects to a network, allowing multiple users to simultaneously run the program and employ the same photographs and associated information. Thus, help desk personnel and the person needing assistance can communicate with each other via telephone while each is able to utilizing a common visual perception of the equipment appearing on their computer screens to assist in the conversation.

BACKGROUND OF THE INVENTION

Currently centralized help desks are often employed for large items of equipment which are located at remote locations throughout an operating system. An example of such an operating system would be the system of travel agents located throughout the United States and the world, who employ common types of computer terminals, printers, and other types of equipment, and are tied via modem into a common operating system, such as the Ξ.ABRE® Travel System. Whenever equipment problems or questions arise at one of these remote locations, the operator at the remote location calls the help desk personnel for technical assistance in servicing, repairing, or otherwise maintaining their equipment. In the past, it was impossible to provide each of the help desk personnel with actual equipment at their workstation for all possible types of equipment for which assistance was needed. Because of the large number of types of equipment for which information was requested of help desk personnel, a separate area was generally maintained where samples of each type of equipment would be kept. Preferably this equipment area was located near the help desk group so that whenever a remote operator called one of the help desk personnel could not assist the remote operator without reference to the actual equipment, the help desk personnel did not have to travel far from their work station to view the equipment .

Some of the problems with this situation were that often the user had multiple questions which required tne help desk personnel to make multiple trips to the equipment area. Also, the help desk personnel could forget the location of the item of interest between the time he traveled from his workstation to the equipment and back to his workstation. It was also difficult for help desk personnel to describe to the remote operator the location of an item relative to other items on the equipment when the help desk personnel did not have the benefit of having the equipment visually available to him as he talked to the remote operator.

Even if the equipment had been visually available to help desk personnel, the remote operator may not have been able to understand the help desk personnel's instructions because the remote operator may have been viewing the equipment from a different side or at a different orientation than the view seen by the help desk personnel. In addition to being able to see a common view of the equipment which is the subject to the conversation, it would also be helpful if both of the parties, i.e. the help desk personnel and the remote operator who needs assistance, could indicate visually to the other party a particular item on that common view of the equipment. Stated m another way, it would be helpful if both the help desk personnel and the remote operator could see the same view of the equipment simulateously and and if the help desk personnel could visually point out to the remote operator particular items of interest and vise versa.

The present invention addresses the need by providing a help desk system which connects to a network and is accessible by multiple users simultaneously. The system includes photographic images for a variety of views for each of a number of different types of equipment; including hot spots on the photographic images to identifv particular items visible thereon; includes a linkage between the not spots and the names of the items associated with those hot spots which appear on a list of items displayed on the computer screen simultaneously with an image of the photograph; and includes linkages from the hot spots and their associated names to a description of the hot spot items. The description includes details on servicing the item, functioning of the item, problems associated with the item, and other information which might be useful to either the help desk personnel or the remote equipment operator.

Further, the system can be run simultaneously on the computers of both the help desk personnel and the remote operator so the help desk personnel can direct the remote operator and vice versa so that both people can visually locate items on the photographic image of the equipment being seen by the other person on their computer. The system of the present invention also includes the capability of being customized by the help desk personnel to fit their particular applications. Those applications may include, but are not limited to, the following possible uses for the present invention: a reference tool, an aid in assisting in locating records, an equipment or automobile repair manual, a training tool, a parts ordering system for any type of equipment or appliance, or a travel information guide.

SUMMARY OF THE INVENTION

The present invention is a computer assisted photo enhanced help desk system capable of being used for a variety of uses by modifying the program employed by the system. The program is actually a program shell which connects via a network to a database where information is stored and to a file directory where photographic data is stored. The program shell an be customized by the user for selection of user designated menu items, user designated brands for each menu item, user designated item names associated with each hot spot, and user designated descriptions for items appearing in each hot spot. Once the user has customized the program shell for their desired application by storing photographic data and information relating to the desired application on respectively the file directory and database, the user is then ready to use the system. Multiple users may employ the system simultaneously, with each user running the program and receiving common information from the central database and common photographic data from the central file directory. The system allows the user to identify items appearing in photographs either by their item name or by their physical location in the photograph. The system also provides detailed information for each item. Two or more users who are located remotely from each other can employ the system while they are in audio communication with each other via telephone to allow them to visually communicate via the system. Visual communication between the users is facilitated by the system by allowing all the users to see on their computer screen displays a photograph of a pertinent view of the equipment being discussed by them. By moving the curser on their computer screens, the system identifies pertinent items in the photograph for the users, highlights the name for each item and provides a detailed description for each item.

Alternately, instead of multiple users simultaneously employing the system to view a common photograph of equipment, a help desk user can employ the system to allow him to see a photograph of a pertinent view of a particular type of equipment with which a remote equipment operator is seeking assistance from the help desk user. This allows the help desk user to see the photograph of the equipment and to assist remote operators via telephone with their various types of equipment without the need for equipment being physically present at the help desk location. Also since multiple users can employ the system simultaneously he system can serve a large help desk center with hundreds of help desk users. Also by employing a central database and central file directory, the system can be easily updated and all users of the system can access the same updated information and photographic images.

BRIEF DESCRIPTION OF THE DRAWINGS

FIGURE 1 is a front view of a computer screen display for a computer on which the system of the present invention is being employed, showing the screen display as it would appear when the program is first begun. FIGURE 2 is the computer screen display of FIGURE 1 as it would appear after menu item "Printers" has been selected and brand name "Datamax" has been selected.

FIGURE 3 is the computer screen display of FIGURE 2 as it would appear after model number "4500" has been selected and thumbnail photos of various views of the Datamax 4500 Printer appear on the screen display.

FIGURE 4 is the computer screen display as it would appear after thumbnail photo "Print Head" has been selected and after an enlarged photograph of the Print Head, associated list of hot spot items and associated detailed description have appeared on the screen display.

FIGURE 5 is a schematic diagram of a system constructed in accordance with a preferred embodiment of the present invention, showing the steps involved m creating the computer screen displays illustrated n

FIGURES 1, 2 and 3.

FIGURE 6 is a further schematic diagram of a system constructed in accordance with a preferred embodiment of the present invention, showing the steps involved in producing the computer screen display illustrated m

FIGURE 4.

DETAILED DESCRIPTION OF THE INVENTION Referring now to the drawings and initially to

FIGURE 1, the system of the present invention will be described. FIGURE 1 is a drawing showing a first screen display 10A for the present system as it would appear on a computer screen 12 at the workstation of a help desk user. The user may select a menu item from those menu items 14, 16 and 18 listed on an menu listing line 13 provided in an upper portion of the first screen display 10A. Either menu item file 14, menu item printers 16 or menu item IWS 18 is selected by the user by either typing a previously designated letter in the name for the menu item 14, 16 or 18, for example by typing "Alt" + "P" for printers 16, or alternately, bu using a mouse (not shown) in order to double click on the desired menu item, either 14, 16 or 18. Menu item IWS 18 is an abbreviation for Intelligent Work Station" or computer. The menu item 14 is used in setting up the system, as will be more fully described hereafter. A second screen display 10B, shown in FIGURE 2, appears on the computer screen 12 whenever the user selects the menu item printers 16 as the desired menu item 14, 16 or 18. The selection is indicated on the second screen display 10B m two ways. First, printer 16 is highlighted on the menu listing line 13, and second, a manufacturers list 19 of specific brands or brand names of printers 20, 22, 24, 26 and 28 appears below the menu listing line 13. As shown on FIGURE 2, the specific brand names of printers might include, for example, Brothers 1809 (2), Datamax (22), Data products (24), Data South (26) or MT87 (28).

Similar to the manner in which printer 16 was previously selected, the user next selects a brand of printer, either 20, 22, 24, 26 or 28 from the manufactures list 19 by either typing a previously designated letter in the brand name 20, 22, 24, 26 or 28 of the selected brand of printer or by double clicking on the desired brand name, i.e. 20, 22, 24, 26, or 28, via a mouse. As further illustrated in FIGURE 2, for each brand of printer 20, 22, 24, 26, and 28, there may be several model number of printers, and these possible selections appear in a model list 30 when a brand name, either 20, 22, 24, 26 or 28 has been selected, as previously described. Also, as shown in the example illustrated in FIGURE 2, a brand name, i.e. Datamax 22, is highlighted on the second screen display 10B to indicate that this brand name has been selected by the user.

The user must then select from the model list 30 a model number, i.e. either Model No. 3500 (32), Model No. 4500 (34) or Model No. 5000 (36) m one of the same two alternative manners that were previously described m relation to selection of menu items and selection of brand names, with the exception that rather than typing a previously designated letter, the user may instead make his selection by typing a previously designated numeral or letter, since letters may or may not be included in a particular model number.

Once the user has selected the desired model number 32, 34, or 36, both the manufacturer list 19 and model list 30 will disappear from a third screen display 10C, as shown in FIGURE 3. Also, a photo row 38 of small images of photographs, which will hereinafter be referred to as thumbnail photos, 40, 42, 44, 46, 48, 50 and 52, will appear just below the menu listing line 13.

Each of the thumbnail photos 40, 42, 44, 46, 48, 50, and 52 is a miniature image of a photograph taken from a different angle, side or perspective of the selected equipment model, i.e. for example the Datamax 4500. Some of the thumbnail photos 40, 42, 44, 46, 48, 50, and 52 may show the selected equipment with its covers remote or highly enlarged to make small items and detailed interconnections more easily visible.

The user may select one of the thumbnail photos 40, 42, 44, 46, 48, 50, or 52 by either double clicking on the desired thumbnail photo 40, 42, 44, 46, 48, 50, or 52, or alternatively, by employing a mouse to click on the desired thumbnail photo, for example thumbnail photo of print head 44, then to use the mouse to drag the thumbnail photo 44 downward and to the right, as seen on third screen display 10C of FIGURE 3, until it s dropped within a picture window 54 provided on third screen display 10C by releasing the mouse when the thumbnail photo 44 enters within the picture window 54. When the desired thumbnail photo 44 has been selected, three things happen simultaneously, as illustrated on fourth screen display 10D, shown m FIGURE 4. The first thing that happens is an enlarged photo image 44L of the selected thumbnail photo 44 appears within the picture window 54. Although not illustrated in the drawings, each of the other thumbnail photos 40, 42, 44, 46, 48, 50 and 52 also has an enlarged photo image associated therewith. The enlarged photo image 44L can be enlarged further by the user by selecting an enlarged box 56 which is one of four boxes 56, 58, 60 and 62 appearing on the screen 10D directly above the picture window 54. The enlarge box 56, as illustrated in FIGURE 4, may optionally include a visually descriptive icon, such as a large pair of binoculars 64, illustrated in FIGURE 4, m order to indicate the function of the enlarge box 56. Thereafter, the user may return the enlarged photo image 44L appearing m the picture window 54 to its original size by selecting a reduce box 58, located adjacent to the enlarge box 56. The reduce box 58 also may include a visually descriptive icon, such as a small pair of binoculars 66, shown m FIGURE 4. Selection of either the enlarge box 56 or the reduce box 58 can be accomplished by the user by clicking on the desired box 56 or 58 with the mouse. Likewise, the user may lighten the enlarged photoimage

44L appearing in the picture window 54 by selecting a lighten box 60, or alternately, may darken the enlarge photo image 44L appearing in the picture window 54 by selecting a darken box 62. As seen in the drawings, the lighten box 60 is located between the reduce box 58 and the darken box 62. The lighten box 60 may optionally include a visually descriptive icon, such as an illuminated light bulb 61, illustrated in FIGURE 4. Likewise, the darken box 62 may optionally include a visually descriptive icon, such as an unlit light bulb 63, illustrated in FIGURE 4. The user can select either the lighten box 60 or the darken box 62 by clicking on the desired box 60 or 62 with the mouse. A movable curser 67 also appears overlaid on the enlarged photo image 44L, as will be further explained hereafter.

The second ring which happens simultaneously when the desired thumbnail photo 44 has been selected is that an item list 68 appears in item list box 70 located to the left of the picture window 55 on screen 10D, as illustrated in FIGURE 4. The item list 68 includes a list of names of items; for example, Print Assembly 72, Control Panel 74, Motor Assembly 76, OCR Latch Handle 78; which are items which appear in the enlarged photo image 44L displayed in the picture window 54. The third and final thing which happens simultaneously when desired thumbnail photo 44 has been selected is that the previously selected brand name, i.e. 22, or an abbreviation thereof and the previously selected model number, i.e. 34, appear on an image listing line 80, located immediately above the menu listing l ne 13. As illustrated in FIGURE 4, brand name and model number DM4500 (22 and 34) have been selected. Also, appearing on the image listing line 80 is a descriptive title 82, i.e. "Print Head Assembly", for the previously selected thumbnail photo 44.

The user may then proceed in one of two ways. The first way a user may proceed is to move the curser 67 until a hot spot is encountered within the enlarged photo image 44L, as indicated by a change in the appearance of the curser 67. The curser 67 will change to what appears as an arrow, as illustrated in FIGURE 4, whenever a hot spot is encountered, so that the then arrow shaped cursor 67 points to a hot spot provided within the enlarged photo image 44L which is associated with an item 72, 74, 76 or 78 included in the item list 68 within the item list box 70. Although not illustrated m the drawings, each item 72, 74, 76 and 78 has a hidden hot spot associated with the area immediately surrounding the location of that item 72, 74, 76 or 78 within the enlarged photo image 44L. Hot spots are created and their boundaries are defined in a separate set up procedure which will be further described hereafter. Whenever the curser 67 encounters a hot spot, as indicated by the changed appearance of the curser on the screen 10D, the name of the item 72, 74, 76 or 78 will automatically be highlighted in the item list 68 appearing in the item list box 70, as illustrated for the Printer Assembly 72 in FIGURE 4. Also simultaneously with highlighting of the name of the item 72, as illustrated in FIGURE 4, a detailed description 84 for the highlighted item, i.e. the Printer Assembly 72, appears in a details box 86. The details box 86 appears on screen 10D to the left of the picture window 54 and below the item list box 70, as illustrated in FIGURE 4.

The second alternate way that a user may proceed is to locate and select the desired name of an item 72, 74, 76 or 78 appearing m the item list 68 of the item list box 70. The desired name of an item, for example Print Assembly 72, may be selected by either typing a predefined letter appearing in the name of the item or by double clicking on the name of the item, i.e. Print Assembly 72, using a mouse. Selection of the name of an item 72, 74, 76 or 78 will simultaneously highlight the selected item name 72, 74, 76 or 78 in the item list box 70, cause the curser 67 to change to the arrow shape, relocate the arrow shaped curser 67 to the hot spot associated with the selected item either 72, 74, 76 or 78 and cause a detailed description 84 associated with the selected item either 72, 74, 76 or 78 to appear in the details box 86.

Thus, the user may use the present system to determine the location a particular named item 72, 74, 76 or 78, or alternately, can point to a hot spot for an item on the enlarged photo image 44L to determine the name of the item 72, 74, 76 or 78 which will thus be highlighted in the item list 68. Also, a detailed description associated with the item 72, 74, 76 or 78 is also simultaneously accessed, along with the name of the item 72, 74, 76 or 78.

All of the information appearing on fourth screen display 10D, as illustrated m FIGURE 4, is available via a network 88, as shown in FIGURE 6. Thus, another computer 100 or 101, such as for example, a computer of a remote equipment operator which is running the same program simultaneously with the program running on the computer at the workstation of a help desk user can receive from the File Directory 98 and Database 96 the same photos and associated information appearing screen 10D of the help desk user's computer. By talking to each other via phone as they operate the program on their computers, both persons can view the same photos and see the same items thereon . The system and the entire process for using the system, which has been previously described in relationship to the screen displays 10A, 10B, 10C and 10D, is diagrammatically represented in FIGURE 5 and 6. Beginning with FIGURE 5, the user starts by entering the photo enhanced help desk system or program which is abbreviated as POSE and shown within a POSE program box 89, formed by broken lines in FIGURE 5. The POSE program box 89 represents the POSE program, and the two terms, i.e. POSE program box and pose program, w ll be used interchangeably hereafter. This beginning point for the POSE program is shown in FIGURE 5 by the Start box 90.

Within the POSE program box 89, two other boxes are illustrated, a description box 92 and a thumbnail photo box 94. The thumbnail photo box 94 contains thumbnail photos 40, 42, 44, 46, 48, 50 and 52, as previously described above. Once the user selects a menu item 14, 16, or 18, from the menu listing line 13 on screen 10A, the POSE program box 89 must inquire of a separate data base 96 to receive information which has been described as "Description" in description box 92. This inquiry and transfer of "Description" information is illustrated by two headed arrow "A". For example, when menu item 16 is selected, the information referred to as "Description" includes the brand names of printers 20, 22, 24, 26 and 28 appearing in the manufacture's list 19, the model numbers, for example 32, 34 and 36, appearing in the model list 30 and associated with each of the brand names of printers 20, 22, 24, 26 and 28, and information regarding association of thumbnail photos 40, 42, 44, 46, 48, 50 and 52 with model numbers 32, 34 and 36 and a location within a file directory 98 for particular thumbnail photos 40, 42, 44, 46, 48, 50 and 52.

By receiving this information into the POSE program 89 from the database 96, the POSE program 89 can then inquire of and receive from the file directory 98 the thumbnail photo images 40, 42, 44, 46, 48, 50 and 52 which appear initially in photo row 38 on the screen displays 10A, 10B, 10C, 10D and 10E and which is shown diagrammatically as thumbnail photo box 92 in FIGURE 5. This inquiry and transfer of thumbnail photos 40, 42, 44, 46, 48, 50 and 52 is illustrated by two headed arrow "B".

Referring now to FIGURE 6, the POSE program is again shown within POSE program box 89. When a particular thumbnail photo 40, 42, 44, 46, 48, 50 or 52 is selected by suer, an associated enlarged photo image, such as for example 44L, is received by the POSE program 89 from the file directory 98 and appears in the picture window 54, as previously described. This communication of enlarged photo image, for example 44L, between a Photos box 95 provided within the POSE program 89 and between the file directory 98 is shown by two headed arrow "C". Photos box 95 is a diagrammatic representation of the enlarged photo image, for example 44L, which appears in picture window 54 of FIGURE 4. As illustrated in both FIGURES 5 and 6, all communications between the POSE program box 89 and the File Directory 98 and between the POSE program box 89 and the Database 96 is via the network 88. This is shown diagrammatically in FIGURES 5 and 6 by arrows "A", "B", "C", "D", "E", and "F", each of which extends through the network 88 in making its communication link.

This enlarged photo image 44L is then displayed in the picture window 54. At approximately the same time that information is transferred regarding the thumbnail photos 40, 42,44, 46, 48, 50 and 52, and the associated enlarged photo images, for example 44L, from the file directory 98, the POSE program 89 also inquires of and receives information from the database 96 on hot spots associated with the enlarged photo image 44L appearing in the picture window, as shown by the two headed arrow "D" which extends via the network 88 between the database 98 and a hot spots box 99, shown within the POSE program 89. The POSE program 89 coordinates this hot spot information with the names of items 72, 74, 76 and 78 which is requested and received into list box 70 by the POSE program 89 from the database 96, as shown by two headed arrow "E", as previously described in association with item list box 70 on fourth screen display 10D.

Also, the hot spot box 99 information and the information regarding names of items 72, 74, 76 and 78 which are included m the item box 70, are associated with the detailed description 84 which appears in the details box 86 on the fourth screen display 10D, and which is represented schematically as "Details" box 86 in FIGURE 6. The detailed description is requested by the POS program 89 and received from the database 96, as illustrated by the double headed arrow "F" m FIGURE 6. As previously described the POSE program 89 is connected via the network 88, as illustrated in FIGURE 6, to computers 100, 101, etc. of remote equipment operators. All or selected portions of the above described program 89 and associated information and images may be transmitted to computers 100 101, etc. of remote operators via the network 88, and likewise, the user's computer receives the same information and images from the network 88. Also, it is evident that since the POSE program 89 exists separately from the database 96 and the File Directory 98, this allows greater flexibility for customizing and updating the system. Also, multiple users can use this system simultaneously by employing the common database 96 and the common file directory 98 for all users. By employing the common database 96 and the common file directory 98, the information and photos can be easily and quickly updated at a central location.

FIGURE 7 illustrates how the POSE program 89 can be initially set up or subsequently modified. The POSE program 89 is actually a program shell which can be customized by the user to serve the user's particular business or application. The user may add, delete or modify and of the following: menu items (including types of equipment), brand names of each type of equipment listed as a menu item, model numbers of each brand of equipment, the thumbnail photos, the enlarged photo images, the hot spot locations and size, the item names and the detailed description associated with each item. As shown in FIGURE 7, a Set Up box 102 can be accessed by the user simply by selecting the menu item file 14 in the same manner previously described in relationship to selecting menu item printers 16, and thereafter choosing "Set Up" selection from a pop up menu (not shown) . However, before performing these steps in order to set up or change hot spots, the user first selects and has appearing within the picture window 54 a desired enlarged photo image, for example 42L. Enlarged photo image 42L is the enlarged photo image associated with thumbnail photo 42 which is a thumbnail photo of the control panel for which hot spot modifications or additions are to be made.

Once the enlarged photo image, for example 42L, is the picture window 54 and the menu item file 14 has been selected, the user may choose from various selections including File (About) , Set Up and Exit which appear in a pop up menu (not shown) on the fifth screen display 10E. THE File (About) selection allows the user to learn more than the POSE program 89, including copyright information, program version, helpful tips, et. The exit selection ends the POSE program 89, and the Set Up selection causes the Set Up box 102 to appear on the fifth screen display 10E, as illustrated in FIGURE 7. The pop up menu containing selections File (About) , Set Up and Exit disappears when the Set Up box 102 appears on the fifth screen display 10E. After the Set Up box 102 appears on the fifth screen display 10E, the user next selects a Get Hot Spots box 104 provided within the Set Up box 102 by clicking on the Get Hot Spots box 104 with the mouse. Once activated, the Get Hot Spots box 104 causes information on all existing hot spots associated with the enlarged photo image 42L to be received by the POSE program 89 from the Database 96, but the hot spots are not displayed on the enlarged photo image 42L. The user then can add or modify hot spots by using the mouse to click on a corner of the desired hot spot on the enlarged photo image 42L, then dragging the mouse diagonally to the opposite corner of the desired hot spot, and finally releasing the mouse when the mouse reaches the opposite corner.

As the corners of the hot spot are defined by the user executing these steps, numerical pixel locations for the hot spt are automatically displayed in the appropriate boxes within the Set Up box 102. Specifically, numerical pixel locations, for example 43, 64, 23 and 56, appear respectively in a Left box 106, a Top box 108, a Height box 110 and a Width box 112. The numerical pixel locations, for example the numerals 43 and 64, appearing in the Left box 106 and the Top box 108 define the "x" and "y" coordinates for a point located on the top left corner of the rectangular hot spot. The numerical pixel locations appearing in the Height box 110 and the Width box 112, i.e. for example the numerals 23 and 56 respectively, in association with the "x" and "y" coordinates which define the point at which one corner of the hot spot is located define the remaining three corners of the rectangular hot spot in relationship to the enlarged photo image 42L.

The user also must add a pointer direction for the hot spot, for example "NW" 114 for a curser 67 which becomes arrow shaped and points northwest in direction when it encounters the hot spot. In addition, the user must give the hot spot a name of an item, for example mount 116, which is located within the hot spot. Finally, the user must enter the Details box 86 any detailed description 84 desired regarding the hot spot item, i.e. for example the mount 116. Once the hot spot has been thus defined or modified, the user may add the new hot spot information to the Database 96 by selecting an OK Add box 120 provided within the Set Up box 102. Alternately, instead of updating the Database 96 with the new hot spot information, the user may clear all the information for a previously created hot spot from the Set Up box 102 by selecting a Cancel Add box 122 provided m the Set Up box 102. The user may select the OK Add box 120 or, alternately, the Cancel Add box 122 by clicking on the desired box, either 120 or 122, with the mouse. The user can also add new thumbnail photos, for example 42, and associated enlarged photo images, for example 42L, to the file directory 98. This is done by uploading photographic information from a computer, for example 100, to the file directory 98 via the network 88. Once the new photographic images, i.e. for example 42 and 42L, are stored in the file directory 998, the previously described set up procedure can be employed to create hot spots therefore. After the user is finished with setting up the hot spots, the set up mode may be exited by selecting a Close box 124 provided within the Set Up box 102 by clicking on the Close box 124 with the mouse.

The POSE program 89 can be modified to limit access to the Set Up box 102 to only those employees or operator authorized to update the central Database 96.

While the invention has been described with a certain degree of particularity, it is manifest that many changes may be made in the details of construction and the arrangement of components without departing from the spirit and scope of this disclosure. It is understood that the invention is not limited to the embodiments set forth herein for the purposes of exemplification, but is to be limited only by the scope of the attached claim or claims, including the full range of equivalency to which each element thereof is entitled.

Claims

WHAT IS CLAIMED IS:

1. A photo enhanced help desk system comprising: a customizable program shell, said program shell being connected via a network to a file directory where photograph images are stored and to a databank where information is stored relating to said photographic images; selection means being provided in said program shell enabling a user to select for display on their computer screen a photographic image of a given view of a desired type or equipment; and display means being provided in said program shell enabling said user to identify an item appearing in said photographic image.

2. A system according to Claim 1 wherein said display means provides a detailed description for each said item identified.

3. A system according to Claim 1 further comprising set up means for adding and modifying said information stored in said databank.

4. A system according to Claim 1 further comprising installation means for adding said photographic images to said file directory.

5. A system according to Claim 1 wherein said program shell resides in a computer of said user.

6. A system according to Claim 1 wherein said selection means further comprises: a menu listing line appearing on a computer screen from which said user selects a menu item; a manufacturer's list appearing on said computer screen form which said user selects a brand of item; a model list appearing on said computer screen from which said user selects a model number; and a photo row appearing on said computer screen from which said user selects a thumbnail photo in order to have an associated enlarged photo image of said selected thumbnail photo appear in a picture window provided on said computer screen.

7. A system according to Claim 6 wherein said display means further comprises: said enlarged photo image being displayed in said picture window; a hot spot being associated with each item appearing m said enlarged photo image; an item list box provided on said computer screen; and a name of items appearing in said item list box for each item appearing in said enlarged photo image.

8. A system according to Claim 7 further comprises means for highlighting being provided m said program shell, said means for highlighting causing said name of item to be highlighted whenever a curser provided within said picture window encounters a hot spot on said enlarged photo image associated with said item.

9. A system according to Claim 8 further comprising means for moving said curser to said hot spot associated with said item on said enlarged photo image whenever said name of item is selected by said user.

10. A system according to Claim 9 wherein said name of item is highlighted whenever it is selected by said user.

11. A system according to Claim 10 further comprising a detailed description for each highlighted name of appearing in a details box provided on said computer screen.

12. A photo enhanced help desk system comprising: a common file directory where photographic images of equipment are stored, said file directory being accessible by at least one computer via a network; a common database where information associated with said photographic images is stored, said database being accessible by said at least one computer via said network; a program shell operatively residing in said at least one computer, said program shell enabling a user of said at least one computer to select for display on a screen of said at least one computer one of said photographic images associated with a particular view of a given type, brand and model number of equipment; and said program shell allowing said user to identify an item located in said one of said photographic images by selecting a name of said item from any item list box displayed on said screen or by moving a curser to a hot spot surrounding said item m said photographic image displayed on said screen.

13. A system according to Claim 12 further comprising: said program shell displaying a detailed description of each said item as said item is identified by said user.

14. A system according to Claim 13 further comprising: said program shell allowing said user to store additional photographic images m said file directory.

15. A system according to Claim 14 wherein said photographic images which are stored in said file directory further comprise: thumbnail photos, and enlarged photo images associated with each said thumbnail photo.

16. A system according to Claim 14 further comprising: said program shell allowing said user to store additional information in said database.

17. A system according to Claim 16 wherein said information which is stored in said database further comprises names of menu items; brands of menu items associated with each name of menu items; model numbers of menu items associated with each brand of menu items; information on association of each said thumbnail photo with each said model number of menu items; information on association of each thumbnail photo with each associated said enlarge photo image; information on hot spots associated with each said enlarged photo image; information on hot spots associated with each said enlarged photo image, information on name of item associated with each said hot spot, and information on detailed descriptions associated with each hot spot and associated with each name of item.

18. A system according to Claim 12 further comprising: lightening means being provided in said program shell for lightening, and darkening said photographic image displayed on said screen.

19. A system according to Claim 12 further comprising: sizing means being provided, in said program shell for enlarging and reducing said photographic image displayed on said screen.

20. A system according to Claim 12 further comprising: said program shell displaying a description title on said screen m association with each said enlarged photo image .