WO1998038823A3 - Customer service representative interactive system for diagnosing and resolving problems in the operation and use of wireless telecommunication equipment - Google Patents

Customer service representative interactive system for diagnosing and resolving problems in the operation and use of wireless telecommunication equipment Download PDF

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Publication number
WO1998038823A3
WO1998038823A3 PCT/GB1998/000580 GB9800580W WO9838823A3 WO 1998038823 A3 WO1998038823 A3 WO 1998038823A3 GB 9800580 W GB9800580 W GB 9800580W WO 9838823 A3 WO9838823 A3 WO 9838823A3
Authority
WO
WIPO (PCT)
Prior art keywords
customer service
customer
diagnosing
service representative
interactive system
Prior art date
Application number
PCT/GB1998/000580
Other languages
French (fr)
Other versions
WO1998038823A2 (en
Inventor
Mark Henry Lawrence
Original Assignee
Harris Corp
Meddle Alan Leonard
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Harris Corp, Meddle Alan Leonard filed Critical Harris Corp
Priority to AU63029/98A priority Critical patent/AU6302998A/en
Publication of WO1998038823A2 publication Critical patent/WO1998038823A2/en
Publication of WO1998038823A3 publication Critical patent/WO1998038823A3/en

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04W—WIRELESS COMMUNICATION NETWORKS
    • H04W24/00—Supervisory, monitoring or testing arrangements

Abstract

A system for diagnosing a problem related to the use of a wireless communication device, such as a cellular phone (17), of a customer of a telecommunication network includes a customer service facility (35) to which inquiries are directed by customers of the network in the event of problems with their cellular phones. The customer service facility has a plurality of workstations (37) from which customer service representatives (36) interact with customers to diagnose and resolve problems. In response to an incoming call from a customer, a workstation executes an automated diagnostic and problem resolution routine that is interfaced with one or more telecommunication databases and a network performance monitoring subsystem. This diagnostic routine generates a user interface that directs the customer service representative through a series interactive communication steps with a customer to diagnose the problem.
PCT/GB1998/000580 1997-02-25 1998-02-25 Customer service representative interactive system for diagnosing and resolving problems in the operation and use of wireless telecommunication equipment WO1998038823A2 (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
AU63029/98A AU6302998A (en) 1997-02-25 1998-02-25 Customer service representative interactive system for diagnosing and resolving problems in the operation and use of wireless telecommunication equipment

Applications Claiming Priority (4)

Application Number Priority Date Filing Date Title
US3900697P 1997-02-25 1997-02-25
US60/039,006 1997-02-25
US5400697P 1997-07-29 1997-07-29
US60/054,006 1997-07-29

Publications (2)

Publication Number Publication Date
WO1998038823A2 WO1998038823A2 (en) 1998-09-03
WO1998038823A3 true WO1998038823A3 (en) 1998-12-17

Family

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Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/GB1998/000580 WO1998038823A2 (en) 1997-02-25 1998-02-25 Customer service representative interactive system for diagnosing and resolving problems in the operation and use of wireless telecommunication equipment

Country Status (2)

Country Link
AU (1) AU6302998A (en)
WO (1) WO1998038823A2 (en)

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US8893110B2 (en) 2006-06-08 2014-11-18 Qualcomm Incorporated Device management in a network

Families Citing this family (16)

* Cited by examiner, † Cited by third party
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FR2785752B1 (en) * 1998-11-05 2000-12-01 Cit Alcatel DIAGNOSTIC SYSTEM FOR OPEN TELECOMMUNICATION NETWORKS
WO2000035221A1 (en) * 1998-12-10 2000-06-15 Nokia Networks Oy Troubleshooting method and apparatus
WO2001095652A1 (en) * 2000-06-09 2001-12-13 Telefonaktiebolaget Lm Ericsson (Publ) Method and system for providing support to a mobile communications unit
EP1162852A1 (en) * 2000-06-09 2001-12-12 Telefonaktiebolaget L M Ericsson (Publ) Method and system for providing support to a mobile communications unit
WO2002049382A1 (en) * 2000-12-11 2002-06-20 E-Plus Mobilfunk Gmbh & Co. Kg Method for determining the quality of services in a time-oriented and experience-oriented manner and for detecting complaints and error reports of the customer in a time-oriented and experience-oriented manner on the terminal of the customer in telecommunications networks, particularly in mobile radio networks and/or fixed
DE10107352B4 (en) * 2001-02-13 2007-11-22 T-Mobile Deutschland Gmbh Method and device for handling complaints on mobile phones
EP1309214B1 (en) * 2001-11-05 2010-04-21 Nokia Corporation Delivery of mobile station operational and self-performance test results to network in response to encrypted request message
DE50303986D1 (en) * 2003-12-11 2006-08-03 Swisscom Ag System, method and apparatus for the remote support of subscribers in a mobile radio network
US7643826B2 (en) * 2004-01-07 2010-01-05 Hewlett-Packard Development Company, L.P. Mobile care engine system
KR100692922B1 (en) * 2006-02-08 2007-03-12 주식회사 이노와이어리스 Method for remotely logging diagnostic monitoring data for mobile telecommunication network
US7729948B1 (en) * 2006-03-24 2010-06-01 Sprint Communications Company L.P. Systems and methods for enabling customer care assistance with self-service transactions
EP2047420A4 (en) 2006-07-27 2009-11-18 Hewlett Packard Development Co User experience and dependency management in a mobile device
US8666929B2 (en) 2008-05-09 2014-03-04 Oracle International Corporation Communication dashboard with dynamically configured agent interface
DE102008027810A1 (en) * 2008-06-11 2009-12-24 Vodafone Holding Gmbh Analysis of misbehavior of a communication terminal operable in a communication network
US10970658B2 (en) * 2017-04-05 2021-04-06 Afiniti, Ltd. Techniques for behavioral pairing in a dispatch center system
CN113033844A (en) * 2021-04-23 2021-06-25 贵州兴泰科技有限公司 Equipment maintenance service system and method

Citations (3)

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Publication number Priority date Publication date Assignee Title
US5031204A (en) * 1990-02-13 1991-07-09 Gte Mobile Communications Service Corporation Interactive diagnostic system for cellular telephones
US5285494A (en) * 1992-07-31 1994-02-08 Pactel Corporation Network management system
EP0673176A1 (en) * 1994-03-16 1995-09-20 Siemens Aktiengesellschaft Method for remote diagnosis of a mobile station

Patent Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5031204A (en) * 1990-02-13 1991-07-09 Gte Mobile Communications Service Corporation Interactive diagnostic system for cellular telephones
US5285494A (en) * 1992-07-31 1994-02-08 Pactel Corporation Network management system
EP0673176A1 (en) * 1994-03-16 1995-09-20 Siemens Aktiengesellschaft Method for remote diagnosis of a mobile station

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
REMONDINO G ET AL: "AN EXPERT SYSTEM FOR RADIO MOBILE NETWORK MONITORING", PROCEEDINGS OF THE INTERNATIONAL CONFERENCE ON COMMUNICATIONS (ICC), GENEVA, vol. 3, 23 May 1993 (1993-05-23) - 26 May 1993 (1993-05-26), INSTITUTE OF ELECTRICAL AND ELECTRONICS ENGINEERS, pages 1885 - 1889, XP000448447 *

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US8893110B2 (en) 2006-06-08 2014-11-18 Qualcomm Incorporated Device management in a network

Also Published As

Publication number Publication date
AU6302998A (en) 1998-09-18
WO1998038823A2 (en) 1998-09-03

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