TECHNICAL FIELD

The present invention relates to the field of training and/or education and service and/or support. More specifically, the present invention relates to the field of implementing training and/or education and service and/or support for products and/or equipment.

BACKGROUND ART

Currently, there are several different techniques for training individuals to learn about technology theory and/or new products. For example, one technique for training one or more students is to provide them manuals and documentation to read associated with the specific technology theory and/or new products. However, there are disadvantages associated with this type of training technique. Specifically, having students just reading manuals and documents without any human interaction may be a time consuming and tedious approach. Additionally, another disadvantage is that there is typically not a knowledgeable authority present for answering a student's questions. Furthermore, the lack of a tactile setting to learn about technological products usually leaves students with a theoretical knowledge but no applied knowledge.

Another technique for training individuals to learn about technology theory and/or new products is a classroom setting taught by a trained instructor having some or all corresponding technology and products present. As such, the classroom technique overcomes the disadvantages associated with the reading technique. That is, the classroom training technique is able to provide students with applied knowledge and also provide a knowledgeable authority to respond to students questions. However, there are also disadvantages associated with the classroom training technique. For instance, if the instructor led training occurs in a remote location (e.g., a distant city, town, state or country), there are direct and indirect expenditures associated with sending a person to attend the class such as air travel, lodging, food and the lost revenue associated with having the person away from their work responsibilities for one or more days. Furthermore, in a classroom setting, multiple sets of equipment may also need to be purchased for a proper equipment-to-student ratio in order to ensure effective learning. However, multiple sets of equipment may become expensive as the student ratio increases. Another disadvantage is the lack of flexibility in keeping the training fresh within the student's mind. For example, the student may not recall most of the critical information at the time of performing service procedures after classroom training was conducted several weeks or months ago.

An additional technique for training individuals to learn about technology theory and/or new products is to provide simulation tools that may be utilized in conjunction with a computer system. For example, a company may create a compact disc (CD) simulation tool which it may provide to individuals desiring to learn more about their new technological product. As such, the CD simulation tool usually includes a user interface of the technological product along with some limited functionality associated with the product. It should be understood that there are also disadvantages associated with this simulation tool training technique. For instance, one disadvantage is that users of the simulation tool are typically limited to just simulation training and do not have access to and interaction with the physical technological product and/or equipment.

Yet another technique for training individuals to learn about technology theory and/or new products is to provide a virtual lab that may be utilized in conjunction with a computer system. Specifically, the typical virtual lab allows individuals to remotely access it via the Internet and interact with actual technological products. However, there are disadvantages associated with this type of virtual lab training technique. For example, the typical virtual lab usually only provides a command-line interface (CLI) for interacting with the product which can be challenging for individuals to learn and use. Furthermore, another disadvantage is that if a student's Internet connection becomes inoperative (goes down) or an Internet connection is unavailable, the student is substantially precluded from accessing and utilizing the virtual lab.

SUMMARY OF THE INVENTION

Accordingly, a need exists for a method and system for training individuals to learn about technology theory and/or new products which provides a way to have questions answered, provides theoretical knowledge along with applied knowledge and is not tedious. Additionally, a need exists for a method and system which satisfies the above mentioned needs and does not require an individual to travel to a distant location. Furthermore, a need exists for a method and system which satisfies the above mentioned needs and does not involve simulation, but instead provides real-time physical access to actual equipment. Moreover, a need exists for a method and system which satisfies the above mentioned needs and is not limited to just providing a command-line interface with the product. A need also exists for a method and system which satisfies the above mentioned needs and provides more than one communication path to access the training. The present invention provides methods and systems which accomplish the above mentioned needs.

For example, one embodiment of the present invention provides a global product services electronic laboratory (E-Lab). For example, the E-Lab may be an on-line virtual laboratory for company employees and/or field engineers for learning how to implement new technology products via actual “hands-on” configurations and troubleshooting. Specifically, the E-Lab of the present embodiment enables an authorized user to utilize a computing device to remotely access the E-Lab via the Internet, a company network or a dial-up connection. Once communicatively coupled to the E-Lab, the user is provided a variety of different topics and categories associated with the products and/or equipment labs currently available within the E-Lab. After selecting one of the topics or categories, the user may be provided more specific information regarding tutorials and/or troubleshooting corresponding to the selected lab equipment. Additionally, the user is able to directly interact with the actual equipment on-line thereby having a “hands-on” learning experience.

In another embodiment, the present invention includes a method for providing an electronic laboratory for learning purposes that includes a physical product having an interface that is utilized by a remote computing device. The method includes establishing the electronic laboratory to include the physical product. Furthermore, the method includes enabling the remote computing device to communicate with the electronic laboratory and the physical product via a first communication path or a second communication path. Additionally, the method includes scheduling a time slot wherein the remote computing device may interact with the physical product. In response to the time slot substantially beginning, the method includes enabling the remote computing device to interact with the interface of the physical product of the electronic laboratory for learning purposes.

In yet another embodiment, the present invention includes a computer readable medium having computer readable code embodied therein for causing a system to perform in a particular manner. The computer readable medium causes the system to perform enabling a remote computing device to communicate with an interface of a physical product of an electronic laboratory via a first communication path or a second communication path. Additionally, the computer readable medium causes the system to perform scheduling a time slot wherein the remote computing device may access the interface of the physical product. In response to the time slot substantially beginning, the computer readable medium causes the system to perform enabling the remote computing device to access the interface of the physical product of the electronic laboratory for learning purposes.

In still yet another embodiment, the present invention includes, a system for providing an electronic laboratory for learning purposes including a physical product having an interface that is utilized by a remote computing device. The system includes the electronic laboratory which includes the physical product having the interface. Furthermore, the system includes a server coupled to the physical product and for providing and controlling access to the physical product. The system also includes a first communication network coupled to the server and for enabling the remote computing device to communicate with the server and the physical product. Additionally, the system includes a second communication network coupled to the server and for enabling the remote computing device to communicate with the server and the physical product.

These and other advantages of the present invention will no doubt become obvious to those of ordinary skill in the art after having read the following detailed description of the preferred embodiments which are illustrated in the drawing figures.

BRIEF DESCRIPTION OF THE DRAWINGS

The accompanying drawings, which are incorporated in and form a part of this specification, illustrate embodiments of the invention and, together with the description, serve to explain the principles of the invention.

FIG. 1

is a block diagram of an exemplary computer system used in accordance with an embodiment of the present invention.

FIG. 2

is a block diagram of an exemplary network for providing a global product services electronic laboratory (E-Lab) in accordance with an embodiment of the present invention.

FIG. 3

is a flowchart of steps performed in accordance with an embodiment of the present invention for providing an E-Lab that may be utilized for training individuals to learn about technology theory and/or new products.

DETAILED DESCRIPTION OF THE INVENTION

Reference will now be made in detail to the preferred embodiments of the invention, examples of which are illustrated in the accompanying drawings. While the invention will be described in conjunction with the preferred embodiments, it will be understood that they are not intended to limit the invention to these embodiments. On the contrary, the invention is intended to cover alternatives, modifications and equivalents, which may be included within the spirit and scope of the invention as defined by the claims. Furthermore, in the following detailed description of the present invention, numerous specific details are set forth in order to provide a thorough understanding of the present invention. However, it will be obvious to one of ordinary skill in the art that the present invention may be practiced without these specific details. In other instances, well known methods, procedures, components, and circuits have not been described in detail as not to unnecessarily obscure aspects of the present invention.

Notation and Nomenclature

Some portions of the detailed descriptions which follow are presented in terms of procedures, logic blocks, processing, and other symbolic representations of operations on data bits within an electronic computing device or memory system. These descriptions and representations are the means used by those skilled in the data processing arts to most effectively convey the substance of their work to others skilled in the art. A procedure, logic block, process, etc., is herein, and generally, conceived to be a self-consistent sequence of steps or instructions leading to a desired result. The steps are those requiring physical manipulations of physical quantities. Usually, though not necessarily, these physical manipulations take the form of electrical or magnetic signals capable of being stored, transferred, combined, compared, and otherwise manipulated in a computing system or similar electronic computing device. For reasons of convenience, and with reference to common usage, these signals are referred to as bits, values, elements, symbols, characters, terms, numbers, or the like with reference to the present invention.

It should be borne in mind, however, that all of these terms are to be interpreted as referencing physical manipulations and quantities and are merely convenient labels and are to be interpreted further in view of terms commonly used in the art. Unless specifically stated otherwise as apparent from the following discussions, it is understood that throughout discussions of the present invention, discussions utilizing terms such as “enabling”, “establishing”, “scheduling”, “providing”, “controlling”, “indicating”, “generating”, “determining”, “selecting”, “outputting”, “transmitting”, “locating”, “storing”, “receiving”, “utilizing”, “providing”, “displaying” or the like, may refer to the action and processes of a computing system, or similar electronic computing device, that manipulates and transforms data. The data is represented as physical (electronic) quantities within the computing system's registers and memories and is transformed into other data similarly represented as physical quantities within the computing system's memories or registers or other such information storage, transmission, or display devices.

Exemplary Hardware in Accordance with the Present Invention

FIG. 1

is a block diagram of an embodiment of an exemplary computer system

100

used in accordance with the present invention. It should be appreciated that system

100

is not strictly limited to be a computer system. As such, system

100

of the present embodiment is well suited to be any type of computing device (e.g., server computer, portable computing device, desktop computer, mobile phone, pager, personal digital assistant, and the like). Within the following discussions of the present invention, certain processes and steps are discussed that are realized, in one embodiment, as a series of instructions (e.g., software program) that reside within computer readable memory units of computer system

100

and executed by a processor(s) of system

100

. When executed, the instructions cause computer

100

to perform specific actions and exhibit specific behavior which is described herein.

Computer system

100

of

FIG. 1

comprises an address/data bus

110

for communicating information, one or more central processors

102

coupled with bus

110

for processing information and instructions. Central processor unit(s)

102

may be a microprocessor or any other type of processor. The computer

100

also includes data storage features such as a computer usable volatile memory unit

104

(e.g., random access memory, static RAM, dynamic RAM, etc.) coupled with bus

110

for storing information and instructions for central processor(s)

102

, a computer usable non-volatile memory unit

106

(e.g., read only memory, programmable ROM, flash memory, EPROM, EEPROM, etc.) coupled with bus

110

for storing static information and instructions for processor(s)

102

. System

100

also includes one or more signal generating and receiving devices

108

coupled with bus

110

for enabling system

100

to interface with other electronic devices and computer systems. The communication interface(s)

108

of the present embodiment may include wired and/or wireless communication technology. For example, within the present embodiment, the communication interface(s)

108

may be a serial communication port, a Universal Serial Bus (USB), an Ethernet adapter, a FireWire (IEEE 1394) interface, a parallel port, a small computer system interface (SCSI) bus interface, infrared (IR) communication port, Bluetooth wireless communication port, a broadband interface, or an interface to the Internet, among others.

Optionally, computer system

100

may include an alphanumeric input device

114

including alphanumeric and function keys coupled to the bus

110

for communicating information and command selections to the central processor(s)

102

. The computer

100

can include an optional cursor control or cursor directing device

116

coupled to the bus

110

for communicating user input information and command selections to the central processor(s)

102

. The cursor directing device

116

may be implemented using a number of well known devices such as a mouse, a track-ball, a track-pad, an optical tracking device, a touch screen, etc. Alternatively, it is appreciated that a cursor can be directed and/or activated via input from the alphanumeric input device

114

using special keys and key sequence commands. The present embodiment is also well suited to directing a cursor by other means such as, for example, voice commands.

The system

100

of

FIG. 1

may also include one or more computer usable data storage devices

118

such as a magnetic or optical disk and disk drive (e.g., hard drive or floppy diskette) coupled with bus

110

for storing information and instructions. Furthermore, the data storage device(s)

118

may be, but is not limited to, a Zip drive, a memory stick, a compact disc (CD), smart media, a compact flash memory, a PC Card conforming to the Personal Computer Memory Card International Association (PCMCIA) specification, and a digital versatile disc (DVD), among others. An optional display device

112

is coupled to bus

110

of system

100

for displaying video and/or graphics. It should be appreciated that optional display device

112

may be a cathode ray tube (CRT), flat panel liquid crystal display (LCD), field emission display (FED), plasma display or any other display device suitable for displaying video and/or graphic images and alphanumeric characters recognizable to a user.

Exemplary Network in Accordance with the Present Invention

FIG. 2

is a block diagram of an exemplary network

200

for providing a global product services electronic laboratory (E-Lab)

230

in accordance with an embodiment of the present invention. The E-Lab

230

of the present embodiment is an on-line virtual laboratory that may be utilized by, but not limited to, company employees, field engineers and other interested individuals for learning how to implement and/or troubleshoot, for example, technology products via actual “hands-on” configurations. Specifically, the E-Lab

230

enables an authorized user to utilize a computing device to remotely access it via the Internet

222

, a company network (e.g., internal network

216

) or a dial-up connection (e.g., via telephone network

224

). Once communicatively coupled to the E-Lab

230

, the user may be provided a variety of different topics and categories associated with the products and/or equipment labs (e.g.,

206

and

208

) currently available within the E-Lab

230

. After selecting one of the topics or categories, the user may be provided more specific information regarding tutorials and/or troubleshooting corresponding to the selected lab equipment (e.g.,

206

or

208

). Additionally, the user may also schedule a time slot in order to directly interact with the actual equipment of the selected lab (e.g.,

206

or

208

) on-line thereby having a “hands-on” learning experience. The E-Lab

230

is designed to support whatever type of interface the product or equipment supports and it also supports different types of products or equipment.

It should be understood that the E-Lab

230

leverages the technologies of the Internet

222

to bring training to an audience anytime, anywhere. The E-Lab

230

enables users to remotely access, for example, lecture content, access equipment virtually, learn and practice within the confines of their respective geographical locations. The E-Lab

230

also provides users access to real equipment that provides actual “hands-on” dynamic response for training and field support service for different products. The E-Lab

230

may also provide training that is comprehensive in its technology and product specific focus for learning. Users of E-Lab

230

are able to learn in real time, anywhere in the world on how a technology works and is specifically applied. For some training or support scenarios, multiple users or groups can access E-Lab

230

to view, modify and practice in real time. Users of E-Lab

230

also have the option to save, backup and/or restore their specific configurations for future use.

It is appreciated that E-Lab

230

of

FIG. 2

is able to provide benefits to companies that implement it. For example, E-Lab

230

provides the benefit of reducing costs associated with delivering new technology and product training to a company's business partners and employees. Furthermore, E-Lab

230

also reduces costs by providing a centralized laboratory that may be accessed at any time from anywhere in the world. In this manner, the company does not have to purchase multiple numbers of the same equipment throughout dispersed geographical boundaries in order to provide technical training. Additionally, the E-Lab

230

reduces training costs associated with such things as travel, lodging, food and/or the lost opportunity costs of having the person away from their work responsibilities for one or more days. Moreover, E-Lab

230

is based on web technologies and utilizes the Internet

222

as a distribution vehicle, the cost associated with signing up to E-Lab is nominal. For example, most technology companies have direct access to the Internet

222

and the number of users who access the Internet

222

via home broadband or dial-up is ever increasing. Another benefit is that E-Lab

230

may be available to users 24 hours a day, 7 days a week. In this manner, worldwide training is enhanced since the E-Lab

230

may be accessed at any time convenient to the user.

The E-Lab

230

may be implemented to utilize the Internet

222

in order to provide its users access. As such, a user of a computing device (e.g.,

100

) may access E-Lab

230

via the Internet

222

from anywhere, anytime by entering its corresponding web address, e.g., a Uniform Resource Locator (URL), into the address or location field of a web browser (e.g., Microsoft Internet Explorer®, Netscape Navigator®, and the like). However, for users of a computing device (e.g.,

100

a

) who do not have access to the Internet

222

, existing analog dial-up technology of telephone network

224

may also be used to access the E-Lab

230

. It is appreciated that the dial-up connection via telephone network

224

provides a field service engineer the opportunity to communicate with the E-Lab

230

in order to verify product configurations or test parameters while at a customer site even if the customer has lost connectivity to the Internet

222

. As long as the customer site has access to telephone network

224

, communication with E-Lab

230

is possible. Additionally, If a local area network (LAN) connection to the Internet

222

was not available or a user was unable to connect to Internet

222

via an Internet Service Provider (ISP) or company network, the user could still access the E-Lab

230

by causing their computing device to dial directly to web server

202

via telephone network

224

.

Within the present embodiment of

FIG. 2

, E-Lab

230

may also enable users of computing devices (e.g.,

100

and/or

100

a

) to remotely access its different labs (e.g.,

206

and

208

) via prioritized scheduling logic. For example, the prioritized scheduling logic may operate on, but is not limited to, a web server

202

of E-Lab

230

. Specifically, the web server

202

may provide prioritized scheduling to users of computing devices

100

and/or

100

a

by providing one or more web pages implemented with, but not limited to, Java programming, among others. Within E-Lab

230

, it is understood that there are a wide variety of ways for managing access to the lab equipment of its different labs (e.g.,

206

and

208

). For example, management access to the lab equipment of labs

206

and

208

may include various techniques such as, but not limited to, web server

202

(e.g., utilizing a JAVA tool), a terminal server

204

(e.g., utilizing Microsoft Terminal Services®), or direct telnet access via telephone network

224

. It is appreciated that as technologies evolve, the management access of E-Lab

230

may encompass a wider variety of technologies.

When a user of a computing device (e.g.,

100

or

100

a

) accesses E-Lab

230

, the session may be logged and monitored by web server

202

based on registration and sign-on parameters. During the session, the E-Lab

230

may take a student through product configurations and/or troubleshooting processes based on defined lessons that may include step-by-step instructions. Therefore, the E-Lab

230

provides a truly electronic learning (E-Learning) environment where students may receive all the benefits of instructor led classroom training in the comfort of their own particular time and locations throughout the world.

By providing a worldwide electronic learning environment, the E-Lab

230

of

FIG. 2

allows a field engineer of a product to become a field service expert in real time. As such, when a field problem occurs, a field engineer may access the E-Lab

230

to learn a product's specific features, get accustomed with the product's access method, e.g., command-line interface (CLI), menu interface, graphical user interface. (GUI), etc., and utilize troubleshooting features in order to debug and identify a solution. With the E-Lab

230

, real time troubleshooting capabilities are possible because users access actual equipment to replicate specific scenarios (e.g., data network traffic). For example, the E-Lab

230

equipment may provide the full command capabilities of the individual equipment software to configure, monitor and troubleshoot a problem in real time. Furthermore, even if a field engineer is not dealing with a specific problem, access to the actual equipment and/or product provides a way that the field engineer may learn and familiarize him or herself with a product remotely. Therefore, E-Lab

230

may improve the proficiency of field engineers and thereby increase a company's customer satisfaction.

To initially use E-Lab

230

, a user of a computing device (e.g.,

100

or

100

a

) may need to register into a local database of web server

202

in order to be authorized to access the labs

206

and

208

. During the registration process, the web server

202

may request (via computer

100

or

100

a

) that the user provide different parameters such as his or her name, the company that he or she is associated with, job title, log-in identification (ID), purpose of access, e-mail address, telephone number and any other pertinent information. Once the user is registered and authorized, web server

202

provides the user (via computer

100

or

100

a

) a lab scheduling system wherein one or more time slots may be scheduled for one or more labs (e.g.,

206

and/or

208

). Within the present embodiment, web server

202

may also utilize a priority system that operates in conjunction with the lab scheduling system. For example, if a higher priority user needs to access a lab (e.g.,

206

or

208

) and it conflicts with a lower priority user's time slot, the lab priority system operating on web server

202

can bump the lower priority user out of that scheduled time slot. If this occurs before the scheduled time slot, web server

202

may transmit a message (e.g., via e-mail) to the lower priority user notifying him or her of the situation thereby enabling the user to reschedule access to the lab (e.g.,

206

or

208

).

However, in the situation where the lower priority user is currently using the lab (e.g.,

206

or

208

) and is going to be bumped off, he or she may not be immediately removed from the lab. Instead, web server

202

of

FIG. 2

may provide a window message to the user indicating that he or she is about to be bumped out of the lab (e.g.,

206

or

208

) and has a predefined amount of time (e.g., 5 minutes) to save any work. After the predefined amount of time elapses, the lower priority user will no longer have access to that particular lab (e.g.,

206

or

208

) during that time slot session. It should be pointed out that the parameters that the user provides (e.g., name, company, job title, log-in ID, purpose of access, e-mail address, telephone number, etc.) during his or her registration may be utilized by the priority system to determine the prioritization of that user when a time slot for lab access is scheduled.

It is appreciated that the lab priority system operating on web server

202

may be designed in a way to support product services from the field. For example, the lab scheduler may provide a priority determination and access determination scheme that allows higher-priority users (such as field engineers at a customer site that are working on critical issues) preference over low-priority users (such as users at home accessing the E-Lab

230

) for lab equipment access. Through the registration and log-in procedures of E-Lab

230

, the lab priority scheduler operating on web server

202

is able to distinguish between higher priority users that need access to lab equipment as soon as possible and (if needed) subsequently logging out lower priority users from that lab equipment and notify the parties of this transaction.

Alternatively, the lab priority system operating on web server

202

of

FIG. 2

may be designed to utilize the following criteria to determine user priority. For example, user access may be prioritized from highest to lowest as follows: 1) critical on-site services customer field issues; 2) third party maintenance field engineers and on-site services engineer training; 3) product services qualification usage; and 4) miscellaneous company wide or external E-Learning. Therefore, users that fall into lower priority levels are expected to yield to higher priority users.

Within another embodiment, the lab priority scheduler operating on web server

202

may be designed to assign a priority level or status to each user based on one or more criteria. For example, a users assigned priority level or status may be determined utilizing the user's registration information (e.g., name, company, job title, purpose of access, etc.). As such, a maintenance field engineer may be assigned to a higher priority level than someone interested in casual E-Learning.

After the user has been registered and authorized, another embodiment of the lab priority system operating on web server

202

may provide the user (via computer

100

or

100

a

) the ability to select his or her particular priority level associated with one or more labs (e.g.,

206

and/or

208

). Once the priority level has been received, the lab priority scheduler may then determine whether the selected user priority level is legitimate for that user. It is understood that the lab priority scheduler operating on web server

202

may determine if the user selected priority level is appropriate in a wide variety of ways in accordance with an embodiment of the present invention. For example, the lab priority scheduler may check the user's registration information (e.g., name, company, job title, purpose of access, etc.) in order to determine whether the user selected priority level is appropriate for the user.

Within

FIG. 2

, the E-Lab

230

may also provide a field support tool which is an interactive step-by-step instruction tool that may take a user through possible resolutions by narrowing down choices through a series of short questions. It is appreciated that the field support tool may be implemented in a wide variety of ways in accordance with the present embodiment. For example, the field support tool may be implemented in the form of web pages that enable a user to drill down to possible answers for troubleshooting hardware and/or software problems.

It should be understood that E-Lab

230

of the present embodiment may be focused on real-time or just in time learning of new technologies. Specifically, E-Lab

230

may be a dynamic working lab with real equipment (e.g., routers, switches, servers, firewalls, gateways, etc.) that can be accessed in real time. Any change to the topology or configuration instantaneously affects the outcome of the lab (e.g.,

206

or

208

). Furthermore, as the rate of change of new technologies continues to grow, the development of the content within E-Lab

230

is flexible enough to grow alongside the changes. That is, within the E-Lab

230

there is a short turnaround to upgrade hardware and/or software, implement changes, and/or add new features to an existing lab (e.g.,

206

or

208

). Therefore, the E-Lab

230

has the capability to be adaptive to the fast paced technology and requirement updates.

As described herein, a user can access the content in E-Lab

230

of FIG.

2

and go through iterative steps in order to learn a technology and product. However, the E-Lab

230

may also be more than a learning tool. For example, E-Lab

230

may also be used to support field services. The equipment of E-Lab

230

may be designed to assist field services support areas such as initial installation, maintenance, break/fix and troubleshooting functions. Additionally, the equipment topology of E-Lab

230

may be fixed or dynamic, depending on how it is being applied. Therefore, users may access E-Lab

230

in order to test and troubleshoot their own particular solutions of products within the confines of the topologies of E-Lab

230

. As such, this makes E-Lab

230

more than just a static learning tool, it may also be a dynamic support tool as well as a learning tool.

The E-Lab

230

of the present embodiment gives users real “hands-on” feel of the physical equipment itself. This allows initial bring up of a pre-defined technology solution with a specific product and technology, e.g., optical, Content Delivery Network (CDN), Architecture for Voice, Video and Integrated Data (AVVID), Digital Subscriber Line (DSL), Storage Area Network (SAN), Long Reach Ethernet (LRE), etc. The equipment in the E-Lab

230

is physically present, is coupled to power (if needed) and may be actually physically connected to other equipment in order to represent a real topology. It is pointed out that the E-Lab

230

is not a simulation of products and/or equipment. Instead, E-Lab

230

is a real lab with real equipment. For example, real customer network environments may be emulated within E-Lab

230

; network topology and configuration can be created and modified by users. Furthermore, E-Lab

230

has the capability to be updated as technology changes and as, for example, new software/hardware features are introduced. Moreover, E-Lab

230

is capable of supporting multiple hardware/software versions instantaneously with live equipment.

Within

FIG. 2

, the real time troubleshooting capabilities of E-Lab

230

are apparent because it may be complete with comprehensive debug capabilities in live, for example, network traffic scenarios due to its full command capabilities, such as a full set of Internetwork Operating System (IOS) commands and features. Additionally, E-Lab

230

may take a user through well-defined lab training modules, but this does not restrict the user from trying out other product configuration parameters beyond the existing lab contents. Since E-Lab

230

utilizes live equipment, the user has a full range of possible product configuration options available to choose from. Therefore, if a user were to provide a valid command to a piece of equipment within E-Lab

230

, there would be an outcome to the command since there is interaction with real equipment. As such, E-Lab

230

give users the opportunity to use the full features (for example) of command parameters for product configuration or troubleshooting.

Another avenue to assist in troubleshooting for the E-Lab

230

may include the field support tool which may focus on field service installation troubleshooting. Specifically, the field support tool in E-Lab

230

is particularly developed to drill down to the troubleshooting steps for an installation and break/fix type of solution. Coupled with the access to real equipment, the user of E-Lab

230

may enter commands of possible solutions presented by the Field Support Tool on live equipment. Furthermore, this functionality is provided in a fully managed and administered “safe and secured” lab environment, not on a customers actual product (e.g., live network).

Within

FIG. 2

, there are three ways for a user to access E-Lab

230

. For example, a user may utilize a computing device (e.g.,

100

) to access E-Lab

230

via the Internet

222

. Specifically, the user of computing device

100

may enter into a web browser the web address of the web server

202

of E-Lab

230

. As such, computing device

100

communicatively couples to the web server

202

via the Internet

222

, firewall

220

, “dirty” network

214

and gateway router

210

. Within the present embodiment, the “dirty” network

214

is considered to be the zone between an internal network

216

(e.g., a highly secured company network) and the Internet

222

. As such, an external user may just access E-Lab

230

and specific technology equipment resident on dirty network

214

.

Once computer

100

is coupled to web server

202

via the Internet

222

, the web server

202

provides a home page to computer

100

that may include a lab catalog about the available labs (e.g.,

206

and

208

), a mission statement for E-Lab

230

, request for user registration information (if needed), technical resource links, instructions on using E-Lab

230

, request for user identification (ID), and any other pertinent information. The registration process may include any or all of the information described herein. Within the present embodiment, it is appreciated that a user may need to register and log-in in order to use E-Lab

230

. Once the user has been registered and authorized, the web server

202

may store that information within a user database for future reference. The user database may be local to the web server

202

or resident in an Access Control Server (not shown). Subsequently, web server

202

may then provide the user his or her password (via the Internet

222

and computer

100

) to be used during a log-in procedure.

Once logged-in, web server

202

enables the user to learn more about the available labs (e.g.,

206

and

208

) along with their corresponding training and tutorials via computer

100

. Additionally, web server

202

may also provide the user a lab scheduler via computer

100

wherein he or she is able to schedule one or more future time slots for utilizing one or more of the available labs (e.g.,

206

and

208

) of E-Lab

230

. It is understood that the lab scheduler operating on web server

202

may be implemented in a manner similar to that described herein. Furthermore, the priority system described herein may operate on web server

202

in conjunction with the lab scheduler. Once the user selects via computer

100

one or more time slots for one or more of the available labs (e.g.,

206

and

208

), the web server

202

stores this information. Once the user schedules a specific time slot, he or she may then access the E-Lab

230

at that time. It is appreciated that the user is able to utilize (via computing device

100

) the actual product or equipment of the scheduled lab (e.g.,

206

or

208

) for training, troubleshooting and/or technical support as described herein.

A second way the E-Lab

230

of

FIG. 2

may be accessed by a user utilizing a computing device (e.g.,

100

a

) is via the telephone network

224

. Specifically, the user of computing device

100

may cause it to dial the phone access number to reach the web server

202

of E-Lab

230

. As such, computing device

100

communicatively couples to the web server

202

via the telephone network

224

and backup router

212

. Once computer

100

is coupled to web server

202

via telephone network

224

, the web server

202

and computer

100

may operate in a manner similar to when computer

100

is coupled to web server

202

via the Internet

222

described herein. The telephone network

224

of the present embodiment may be implemented using wired and/or wireless technologies. For example, the telephone network

224

may be implemented as a T

1

Primary Rate Interface (PRI) Integrated Services Digital Network (ISDN). Furthermore, the computing device

100

may establish a communication session with web server

202

via telephone network

224

in a wide variety of ways in accordance with the present embodiment. For example, a Point-to-Point Protocol (PPP) session may be negotiated and established using Challenge Handshake Authentication Protocol (CHAP) authentication when computing device

100

dials into the backup router

212

to access the web server

202

. Once the computing device

100

has successfully negotiated the PPP session and receives an Internet Protocol (IP) address from the backup router

212

, TCP/IP connectivity is fully established into E-Lab

230

.

A third way the E-Lab

230

may be accessed by a user utilizing a computing device is via an internal network (e.g.,

216

). It should be understood that internal network

216

may be an internal network of a company. Specifically, the user of a computing device (not shown) coupled to internal network

216

may enter into a web browser the web address of the web server

202

of E-Lab

230

. As such, the computing device communicatively couples to the web server

202

via the gateway router

210

. Once the computing device is coupled to web server

202

via gateway router

210

, the web server

202

and computing device may operate in a manner similar to when computer

100

is coupled to web server

202

via the Internet

222

described herein. It is appreciated that the computing device may be implemented in a manner similar to computer

100

of

FIG. 1

described herein.

Once a computing device (e.g.,

100

or

100

a

) has logged-in to web server

202

of

FIG. 2

during a scheduled time slot, web server

202

allows the computing device to directly access the scheduled lab (e.g.,

206

or

208

) for one or more of the reasons described herein. However, this type of operation may not work properly with some lab equipment or product. For example, management software of a particular lab equipment may not allow it to communicate through a firewall (e.g.,

220

). Therefore, the computing device (e.g.,

100

or

100

a

) would not be allowed to communicate with that particular lab equipment. In order to remedy this situation, terminal server

204

is provided as a proxy device for the computing device (e.g.,

100

or

100

a

). Specifically, if the computing device (e.g.,

100

or

100

a

) selects a lab (e.g.,

206

or

208

) that will not communicate through firewall

220

, web server

202

provides a mechanism to allow the computing device to communicate with terminal server

204

. As such, the computing device (e.g.,

100

or

100

a

) communicates with the desired lab (e.g.,

206

or

208

) via terminal server

204

. Therefore, since the terminal server

204

and the desired lab (e.g.,

206

or

208

) are located on the same physical network and are not separated by a firewall, the desired lab freely communicates with terminal server

204

which freely communicates with the computing device (e.g.,

100

or

100

a

). The terminal server

204

may be implemented using Microsoft Terminal Service®.

Within the present embodiment of network

200

, web server

202

may enable a user of a computing device (e.g.,

100

or

100

a

) to submit it questions regarding E-Lab

230

and/or any of the products or equipment associated with the labs (e.g.,

206

and

208

). Specifically, web server

202

may provide a web page where a user may submit a question via computing device (e.g.,

100

or

100

a

). Subsequently, web server

202

may utilize one or more databases in order to provide an answer to the user via the computing device. Alternatively, web server

202

may store or transfer the question to a location where it may be accessed by one or more experts of the E-Lab

230

and/or of any of the products or equipment located within the labs (e.g.,

206

and

208

). The expert(s) may then craft an answer to the submitted question and then transmit it to the user's account associated with E-Lab

230

or maybe via the user's email address.

Furthermore, web server

202

of

FIG. 2

may also enable a user of a computing device (e.g.,

100

or

100

a

) to submit feedback regarding E-Lab

230

and/or any of the products or equipment located within the labs (e.g.,

206

and

208

). Specifically, web server

202

may provide a feedback web page where a user may submit feedback to it via computing device (e.g.,

100

or

100

a

). It should be appreciated that the feedback may include, but is not limited to, problems (or bugs) associated with E-Lab

230

or suggestions. Additionally, the web based tool provided by web server

202

may also enable the user to select the severity (e.g., minor, major, or catastrophic) of the problem being reported. Subsequently, web server

202

submits the feedback to the E-Lab team which will try to solve the reported problem or maybe implement a particular suggestion.

The E-Lab

230

may allow field engineers and/or users of a computing device (e.g.,

100

or

100

a

) to change the configuration of particular lab equipment within the lab (e.g.,

206

or

208

) in order to emulate the real environment they are facing. It should be pointed out that web server

202

may store a master configuration of each piece of equipment or product located with labs

206

and

208

of E-Lab

230

. Therefore, when a field engineer or user accesses E-Lab

230

via computing device (e.g.,

100

or

100

a

), he or she may copy the master configuration for a piece of equipment or a product in order to learn about it or for troubleshoot purposes. For example, a user of the computing device (e.g.,

100

or

100

a

) is able to copy a master configuration and may utilize it to recover a product or system that has crashed. Additionally, the master configuration may be compared to a customer's configuration for supporting or troubleshooting.

Additionally, web server

202

of

FIG. 2

may also receive and store a user's product configuration for future reference via a computing device (e.g.,

100

or

100

a

). For instance, once the user has a configuration that works for him or her, the user can have web server

202

store a copy within the user database for future use. Later, the user of the computing device (e.g.,

100

or

100

a

) can use that configuration copy to restore his or her system or use it in the E-Lab

230

to try to determine why the product or system has problems. However, the user may also refer to the stored product configuration in order to continue training. It is understood that the user's product configuration may also be stored by the Access Control Server (not shown). It should be appreciated that once a user is done interacting with lab equipment of E-Lab

230

, web server

202

automatically replaces the users configuration of the lab equipment with the master configuration thereby keeping the lab equipment properly operating.

The network

200

of

FIG. 2

includes computer

100

and firewalls

218

and

220

which are each coupled to the Internet

222

. The firewalls

218

and

220

are coupled to an internal network

216

and “dirty” network

214

, respectively. It is understood that firewalls

218

and

220

are implemented in order to protect internal network

216

and “dirty” network

214

, respectively, from allowing any malicious users access. A gateway router

210

is coupled to internal network

216

and dirty network

214

. The labs

206

and

208

, web server

202

, and terminal server

204

are coupled to gateway router

210

. Additionally, the labs

206

and

208

, web server

202

, and terminal server

204

are coupled so that they may communicate. Furthermore, a backup router

212

is coupled to labs

206

and

208

, web server

202

, terminal server

204

and gateway router

210

. The backup router

212

is coupled to telephone network

224

which may be coupled to computer

100

a

. It is understood that E-Lab

230

may include, but is not limited to, web server

202

, terminal server

204

, and labs

206

and

208

. Moreover, E-Lab

230

of the present embodiment is well suited to have any number of laboratories similar to labs

206

or

208

. The web server

202

and terminal server

204

of the present embodiment may each be implemented as one or more physical devices.

Within network

200

of the present embodiment, computer

100

may be communicatively coupled to the Internet

222

via wired and/or wireless communication technologies. Computer

100

a

may be communicatively coupled to the telephone network

224

via wired and/or wireless communication technologies. It is appreciated that all of the devices (e.g.,

202

-

230

) of network

200

may be coupled utilizing wired and/or wireless communication technologies. The web server

202

, terminal server

204

and computer

100

a

may be implemented within the present embodiment in a manner similar to computer

100

of

FIG. 1

, described herein.

Exemplary Operations in Accordance with the Present Invention

FIG. 3

is a flowchart

300

of steps performed in accordance with an embodiment of the present invention for providing an E-Lab (e.g.,

230

) that may be utilized for training individuals to learn about technologies and/or new products. Flowchart

300

includes processes of the present invention which, in one embodiment, are carried out by processors and electrical components under the control of computer readable and computer executable instructions. The computer readable and computer executable instructions reside, for example, in data storage features such as computer usable volatile memory

104

and/or computer usable non-volatile memory

106

of FIG.

1

. However, the computer readable and computer executable instructions may reside in any type of computer readable medium. Although specific steps are disclosed in flowchart

300

, such steps are exemplary. That is, the present embodiment is well suited to performing various other steps or variations of the steps recited in FIG.

3

. Within the present embodiment, it should be appreciated that the steps of flowchart

300

may be performed by software, by hardware, or by any combination of software and hardware.

Within the present embodiment, an E-Lab (e.g.,

230

) is provided which is an on-line virtual laboratory that may be utilized by, but not limited to, company employees, field engineers and other interested individuals for learning how to implement and/or troubleshoot, for example, technology products via actual “hands-on” configurations. Specifically, the E-Lab enables an authorized user to utilize a computing device (e.g.,

100

or

100

a

) to remotely access it via the Internet (e.g.,

222

), a company network (e.g., internal network

216

) or a dial-up connection (e.g., via telephone network

224

). Once communicatively coupled to the E-Lab, the user goes through a registration process (if it has not already been done). Once registered, the user of the computing device is then able to use a log-in process to enter the E-Lab. After logging-in, the user may be provided a variety of different topics and categories associated with the products and/or equipment labs (e.g.,

206

and

208

) currently available within the E-Lab. After selecting one of the topics or categories, the user may be provided more specific information regarding tutorials and/or troubleshooting corresponding to the selected lab equipment (e.g.,

206

or

208

). Additionally, the user may also schedule a time slot in order to directly interact on-line with the actual equipment of the selected lab (e.g.,

206

or

208

) thereby having a “hands-on” learning experience. The E-Lab is designed to support whatever type of interface the lab product or equipment supports and it also supports different types of products or equipment.

In step

302

of

FIG. 3

, an E-Lab (e.g.,

230

) is provided which is an on-line virtual laboratory that may be utilized by, but not limited to, company employees, field engineers and other users for learning how to implement and/or troubleshoot, for example, technology products via actual “hands-n” configurations. The E-Lab at step

302

enables a user to utilize a computing device (e.g.,

100

or

100

a

) to remotely access it via the Internet (e.g.,

222

), a company network (e.g., internal network

216

) or a dial-up connection (e.g., via telephone network

224

). It is appreciated that the user of the computing device (e.g.,

100

or

100

a

) may access the E-Lab at step

302

in any manner similar to that described herein. Additionally, the E-Lab (e.g.,

230

) at step

302

may be implemented in any manner similar to that described herein.

At step

304

, the present embodiment determines whether the user of the computing device (e.g.,

100

or

100

a

) has been registered with the E-Lab (e.g.,

230

). If the present embodiment determines at step

304

that the user of the computing device (e.g.,

100

or

100

a

) has been registered with the E-Lab (e.g.,

230

), the present embodiment proceeds to step

308

. However, if the present embodiment determines at step

304

that the user of the computing device (e.g.,

100

or

100

a