| 摘要 |
<p>A system for diagnosing a problem related to the use of a wireless communication device, such as a cellular phone (17), of a customer of a telecommunication network includes a customer service facility (35) to which inquiries are directed by customers of the network in the event of problems with their cellular phones. The customer service facility has a plurality of workstations (37) from which customer service representatives (36) interact with customers to diagnose and resolve problems. In response to an incoming call from a customer, a workstation executes an automated diagnostic and problem resolution routine that is interfaced with one or more telecommunication databases and a network performance monitoring subsystem. This diagnostic routine generates a user interface that directs the customer service representative through a series interactive communication steps with a customer to diagnose the problem.</p> |
