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TROUBLESHOOTING A PROBLEM WITH USER EQUIPMENT BASED ON A LOCATION OF A USER

  • US 20160253676A1
  • Filed: 02/28/2015
  • Published: 09/01/2016
  • Est. Priority Date: 02/28/2015
  • Status: Active Grant
First Claim
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1. A device, comprising:

  • one or more processors to;

    receive a technical support request from a mobile device,the technical support request requesting troubleshooting for a problem with user equipment;

    receive location information from the mobile device indicating a mobile device location,the mobile device location being a first geographic location of the mobile device;

    determine whether the mobile device is at a user equipment location based on the mobile device location,the user equipment location being a second geographic location of the user equipment;

    select a troubleshooting routine based on whether the mobile device is at the user equipment location; and

    provide, to an agent device, the troubleshooting routine to cause the agent device to troubleshoot the user equipment using the troubleshooting routine.

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