Methods, devices and computer program products for providing customer service call direction based upon remote diagnostics
First Claim
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1. A method for directing customer service calls based upon remote diagnosis of customer premises equipment (CPE), the method comprising:
- receiving CPE information remotely from the CPE;
receiving network status information from a communications network indicative of a current operational status for the network;
detecting an issue with the CPE based on the received CPE information;
andselecting a recommended customer service center from a plurality of customer service centers based upon at least one of the CPE information and the network status information.
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Abstract
Directing customer service calls based upon remote diagnosis of customer premises equipment (CPE). CPE information is received remotely from the CPE. Network status information is received from a communications network indicative of a current operational status for the network. An issue is detected with the CPE based upon the received CPE information. A recommended customer service center is selected from a plurality of customer service centers based upon at least one of the CPE information and the network status information.
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Citations
26 Claims
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1. A method for directing customer service calls based upon remote diagnosis of customer premises equipment (CPE), the method comprising:
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receiving CPE information remotely from the CPE; receiving network status information from a communications network indicative of a current operational status for the network; detecting an issue with the CPE based on the received CPE information; and selecting a recommended customer service center from a plurality of customer service centers based upon at least one of the CPE information and the network status information. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A computer program product for establishing a trusted network, the computer program product comprising:
a storage medium readable by a processing circuit and storing instructions for execution by the processing circuit for facilitating a method for directing customer service calls based upon remote diagnosis of customer premises equipment (CPE), the method comprising; receiving CPE information remotely from the CPE; receiving network status information from a communications network indicative of a current operational status for the network; detecting an issue with the CPE based on the received CPE information; and selecting a recommended customer service center from a plurality of customer service centers based upon at least one of the CPE information and the network status information. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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19. A device for directing customer service calls based upon remote diagnosis of customer premises equipment (CPE), the device comprising:
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a communications mechanism capable of receiving CPE information remotely from the CPE, and also capable of receiving network status information from a communications network indicative of a current operational status for the network; a computing mechanism, operatively coupled to the communications mechanism, for detecting an issue with the CPE based on the received CPE information, and for formulating a recommendation identifying a recommended customer service center selected from a plurality of customer service centers based upon at least one of the CPE information and the network status information. - View Dependent Claims (20, 21, 22, 23, 24, 25, 26)
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Specification