Troubleshooting interface for client-routed toll-free telephone calls

• US 7,215,742 B1
• Filed: 06/02/2003
• Issued: 05/08/2007
• Est. Priority Date: 06/02/2003
• Status: Active Grant

• Current Assignee: T-Mobile Innovations LLC (Deutsche Telekom AG)
• Original Assignee: Sprint Communications Company LP (Deutsche Telekom AG)
• Inventors: Spillman, Roy Robert III, Hulett, Brian Patrick
• Primary Examiner(s): TIEU, BINH KIEN
• Application Number:
  US10/452,897
• Time in Patent Office: 1,436 Days
• Field of Search: 379/29.01, 379/29.02, 379/29.1, 379/265.09, 379/265.01, 379/1.01, 379/9, 379/9.04, 379/14, 379/15.02, 379/15.04, 379/32.01
• US Class Current: 379/15.04
• CPC Class Codes: H04M 3/085 Fault locating arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

A remote processor (RP) adapted for use with a telephone system is provided according to one embodiment of the invention. The RP includes a communication interface capable of communicating with a service control point (SCP) of the telephone system and a processing system. The processing system is configured to present a troubleshooting graphical interface and present one or more troubleshooting tools to be used in troubleshooting RP operations and in troubleshooting RP interactions with the telephone system.

Claims

1. A remote processor (RP) adapted for use with a telephone system and coupled to a call center, comprising:

a communication interface configured to communicate with a service control point (SCP) of said telephone system;

a processing system configured to present a troubleshooting graphical interface to the call center and present one or more troubleshooting tools to be used in troubleshooting RP operations and in troubleshooting RP interactions with said telephone system.

2. The RP of claim 1, further comprising a storage system storing;

a troubleshooting graphical interface routine that presents said troubleshooting graphical interface; and

one or more troubleshooting actions that present said one or more troubleshooting tools, with a troubleshooting operation corresponding to a troubleshooting tool capable of being selected by a user and performed by said troubleshooting graphical interface routine.

3. The RP of claim 1, wherein said troubleshooting graphical interface receives user inputs from a user interface and performs one or more troubleshooting actions corresponding to said one or more troubleshooting tools.

4. The RP of claim 1, further comprising a storage system storing a client registry of users authorized to use said troubleshooting graphical interface.

5. The RP of claim 1, further comprising a storage system storing a customer service center connection data, wherein said customer service center connection data is used by said RP to establish a connection to a customer service center.

6. The RP of claim 1, further comprising a storage system storing a troubleshooting expert system that presents symptoms and suggested troubleshooting actions to a user.

7. The RP of claim 1, further comprising a storage system including a client trouble description storage that stores trouble descriptions entered by a user, with said client trouble description configured to provide said trouble descriptions to a customer service center when said RP is connected to said customer service center.

8. The RP of claim 1, wherein said RP is a component of a toll-free service client call center.

9. The RP of claim 1, wherein said RP is remote from a toll-free service client call center.

10. A client troubleshooting method in a remote processor (RP) of a telephone system, comprising the steps of:

presenting a troubleshooting graphical interface to a user in a call center; and

presenting one or more predetermined troubleshooting tools to the user in the call center to be used in troubleshooting RP operations and in troubleshooting RP interactions with a service control point (SCP) in said telephone system.

11. The method of claim 10, further comprising the steps of;

accepting user inputs in said troubleshooting graphical interface; and

performing one or more troubleshooting actions corresponding to said one or more predetermined troubleshooting tools.

12. The method of claim 10, further comprising the step of presenting a customer service connection, wherein a connection to a customer service center is established when said customer service connection is selected.

13. The method of claim 10, further comprising the step of maintaining a client registry of users authorized to use said troubleshooting graphical interface.

14. The method of claim 10, further comprising the step of presenting a troubleshooting expert system that presents symptoms and suggested troubleshooting actions to a user.

15. The method of claim 10, further comprising the step of maintaining a client trouble description storage that stores trouble descriptions entered by a user.

16. A software product for a remote processor (RP) of a telephone system coupled to a call center, said software product, comprising:

control software configured when executed by a processing system to direct said processing system to present a troubleshooting graphical interface to a user of the call center and present one or more troubleshooting tools to be used in troubleshooting RP operations and in troubleshooting RP interactions with a service control point (SCP) in said telephone system; and

a storage system that stores the control software.

17. The software product of claim 16, wherein said control software further directs said processing system to present a customer service center connection, wherein a connection to a customer service center is established when said customer service connection is selected.

18. The software product of claim 16, wherein said control software further directs said processing system to maintain a client registry of users authorized to use said troubleshooting graphical interface.

19. The software product of claim 16, wherein said control software further directs said processing system to present a troubleshooting expert system that presents symptoms and suggested troubleshooting actions to a user.

20. The software product of claim 16, wherein said control software further directs said processing system to maintain a client trouble description storage that stores trouble descriptions entered by a user.