Methods and systems for communicating with service technicians in a telecommunications system
First Claim
1. A method for communicating with a technician at a customer service location in a telecommunicatons system, the method comprising:
- receiving an electronic message from an administration system to a technician access device at a technician server operatively associated with the adimnistration system, 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;
modifying, by an administration system, at least one of the customized, stored, and maintained portions of the electronic message;
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;
determining whether the request for access is a first occurrence of access within a predetermined time period based on a daily procedure performed by the technician;
determining whether the one customized, stored, and maintained portion of electronic message has been modified since a past request for access to the one customized, stored, and maintained portion of the electronic message initiated by the technician; 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 after the occurrence of a determination that the request for access is a second or more occurrence of access within the predetermined time period based on the daily procedure performed by the technician and a determination that the one customized, stored, and maintained portion of the electronic message has been modified since the past request for access to the one customized, stored, and maintained portion of the electronic message initiated by the technician.
2 Assignments
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.
43 Citations
32 Claims
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1. A method for communicating with a technician at a customer service location in a telecommunicatons system, the method comprising:
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receiving an electronic message from an administration system to a technician access device at a technician server operatively associated with the adimnistration system, 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; modifying, by an administration system, at least one of the customized, stored, and maintained portions of the electronic message; 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; determining whether the request for access is a first occurrence of access within a predetermined time period based on a daily procedure performed by the technician; determining whether the one customized, stored, and maintained portion of electronic message has been modified since a past request for access to the one customized, stored, and maintained portion of the electronic message initiated by the technician; 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 after the occurrence of a determination that the request for access is a second or more occurrence of access within the predetermined time period based on the daily procedure performed by the technician and a determination that the one customized, stored, and maintained portion of the electronic message has been modified since the past request for access to the one customized, stored, and maintained portion of the electronic message initiated by the technician. - View Dependent Claims (2, 3, 4, 5, 6, 7, 30, 31, 32)
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8. A system for communicating with a technician at a customer service location in a telecommunications system, the system comprising:
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an administration system configured for generating at least one electronic message and enable for the modification of at least one electronic message; a protocol server configured to communicate with a technician access device; a technician server operatively associated with the administration system and the protocol server, the technician server being configured to; receive a first generated electronic message, the first 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; send one of the customized, stored, and maintained portions of the first generated electronic message to a technician access device associated with the protocol server; receive a second generated electronic message, the second 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; and send one of the customized, stored, and maintained portions of the second generated electronic message to the technician access device associated with the protocol server if, the one customized stored, and maintained portion of the second generated electronic message is a modified version of the one customized, stored, and maintained portion of the first generated electronic message that was previously sent to the technician access device associated with the protocol server, and a request for access to the technician server, initiated by the technician, to the one customized, stored, and maintained portion of the first electronic message from the technician access device associated with the protocol server is a second or greater occurrence of access within a predetermined time period based on a daily procedure performed by the technician; and a screen display configured to display one of the customized, stored, and maintained portions of an electronic message received by a technician access device for viewing on the technician access device if the generated electronic message was received by the technician access device associated with the protocol server from the technician server. - View Dependent Claims (9, 10)
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11. A computer-readable storage medium containing instructions 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 comprising:
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receiving an electronic message from an administration system to a technician access device at a technician server operatively associated with the administration system, the electronic message being seperated, 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; modifying, by an administration system, at least one of the customized, stored, and maintained portions of the electronic message; 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; determining whether the request for access is a first occurrence of access within a predetermined time period based on a daily procedure performed by the technician; determining whether the one customized, stored, and maintained portion of electronic message has been modified since a past request for access to the one customized, stored, and maintained portion of the electronic message initiated by the technician; 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 after the occurrence of a determination that the request for access is a second or more occurrence of access within the predetermined time period based on the daily procedure performed by the technician and a determination that the one customized, stored, and maintained portion of the electronic message has been modified since the past request for access to the one customized, stored, and maintained portion of the electronic message initiated by the technician. - View Dependent Claims (12, 13, 14, 15)
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16. A system for communicating with a technician at a customer service location in a telecommunications system, the system comprising:
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means for receiving an electronic message from an administration system to a technician access device configured to communicate with a protocol server at a technician server operatively associated with the administration system and the protocol server, 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; means for modifying, by an administration system, at least one of the customized, stored, and maintained portions of the electronic message; means for 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 associated with the protocol server; means for determining whether the request for access is a first occurrence of access within a predetermined time period based on a daily procedure performed by the technician; means for determining whether the one customized, stored, and maintained portion of the electronic message has been modified since a past request for access to the one customized, stored, and maintained portion of the electronic message initiated by the technicians; and means for 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 after the occurence of a determination that the request for access is second or greater occurrence of access within the predetermined time period based on the daily procedure performed by the technician and a determination that the one customized, stored, and maintained portion of the electronic message has been modified since the past request for access to the one customized, stored, and maintained portion of the electronic message it initiated by the technician. - View Dependent Claims (17, 18, 19, 20, 21, 22, 23)
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24. A method for communicating with a technician at a customer service location in a telecommunications system, the method comprising:
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receiving access to a technician server for receiving at least one electronic message from an administration system operatively associated with the technician server; receiving a first electronic message if access occurs for a first time within a predetermined time period, the first 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 second electronic message if the second electronic message is a modified version of the first electronic message, the second 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, and a request for access to the technician server, initiated by the technician, to one customized, stored, and maintained portion of the first message from a technician access device is second or greater occurrence of access within a predetermined time period based on a daily procedure performed by the technician; and communicating the one customized, stored, and maintained portion of the message to an output device. - View Dependent Claims (25, 26, 27, 28, 29)
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Specification