Customer service process for remotely assisting users of...

Details Customer service process for remotely assisting users of... Customer service process for remotely assisting users of...

2006-02-21

2006-02-21

Matar, Ahmad F. (Department: 2642)

Telephonic communications

Telephone line or system combined with diverse electrical...

Remote control

C379S265090, C379S027010

Reexamination Certificate

active

07003085

ABSTRACT:
Systems and methods for remotely diagnosing, trouble shooting, and/or programming an end user telephone by a customer service representative using a telephone and modem system in communication with the user's telephone and modem system during a live telephone call between the customer service representative and the user are disclosed. The method for the user to obtain assistance from the customer service representative for the user system generally comprises initiating a telephone call to the representative, transmitting data signals containing information relating to the user system to the customer service system, speaking with the customer service representative, and receiving data signals that includes a command to control a remotely controllable feature of the user system from the customer service system, wherein the user and customer representative systems selectively alternate between data signal transmissions and voice signal transmissions.

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patent: 2002/0097851 (2002-07-01), Daum et al.

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