Methods and Systems for Communicating with Service Technicians in a Telecommunications System
1 Assignment
0 Petitions
Accused Products
Abstract
Methods and systems are provided for communicating with a technician at a customer service location in a telecommunications system. One method embodiment includes generating an electronic message in an administration system; transmitting the generated electronic message from the administration system through a technician server operatively associated with the administration system; and, displaying the generated electronic message on a screen display adapted for viewing with an access device of the technician at the customer service location. One system embodiment includes an administration system configured for generating at least one electronic message; a technician server operatively associated with the administration system; and, a screen display adapted for receiving and displaying the generated electronic message for viewing on an access device of the technician at the customer service location. Computer-readable media embodiments of the present methods are also provided.
73 Citations
48 Claims
-
1-28. -28. (canceled)
-
29. A method for communicating with a technician at a customer service location in a telecommunications system, the method comprising:
-
receiving an electronic message, the electronic message being separated, stored, and maintained as at least two portions being respectively customized for transmission to different groups of technicians, customization, storage, and maintenance of the at least two customized, stored, and maintained portions being dependent on a plurality of profile characteristics stored in the administration system; receiving a request, initiated by the technician, for access to one of the customized, stored, and maintained portions of the electronic message from a technician access device; and transmitting a received one customized, stored, and maintained portion of the electronic message to the technician access device for display at the customer service location. - View Dependent Claims (30, 31, 32, 33, 34, 35, 36, 37)
-
-
38. A computer-readable storage medium which stores a set of instructions which when executed performs a method for assisting a computer system to perform a method for communicating with a technician at a customer service location in a telecommunications system, the method executed by the set of instructions comprising:
-
receiving an electronic message, the electronic message being separated, stored, and maintained as at least two portions being respectively customized for transmission to different groups of technicians, customization, storage, and maintenance of the at least two customized, stored, and maintained portions being dependent on a plurality of profile characteristics stored in the administration system; receiving a request, initiated by the technician, for access to one of the customized, stored, and maintained portions of the electronic message from the technician access device; and transmitting the received one customized, stored, and maintained portion of the electronic message to the technician access device for display at the customer service location. - View Dependent Claims (39, 40, 41, 42)
-
-
43. A system for assisting a computer system to perform a method for communicating with a technician at a customer service location in a telecommunications system, the system comprising:
-
a memory storage; and a processing unit coupled to the memory storage, wherein the processing unit is operative to; receive an electronic message, the electronic message being separated, stored, and maintained as at least two portions being respectively customized for transmission to different groups of technicians, customization, storage, and maintenance of the at least two customized, stored, and maintained portions being dependent on a plurality of profile characteristics stored in the administration system; receive a request, initiated by the technician, for access to one of the customized, stored, and maintained portions of the electronic message from a technician access device; and transmit a received one customized, stored, and maintained portion of the electronic message to the technician access device for display at the customer service location. - View Dependent Claims (44, 45, 46, 47, 48)
-
Specification