Telephonic communications – Diagnostic testing – malfunction indication – or electrical... – Testing of subscriber loop or terminal
Reexamination Certificate
2000-01-11
2001-10-02
Tieu, Binh (Department: 2643)
Telephonic communications
Diagnostic testing, malfunction indication, or electrical...
Testing of subscriber loop or terminal
C379S001010, C379S009030, C379S022030, C379S022080, C379S024000, C379S031000
Reexamination Certificate
active
06298119
ABSTRACT:
BACKGROUND OF THE INVENTION
1. Field of the Invention
The present invention relates to communications systems and, in particular, to an improved system for reporting telephone trouble.
2. Description of the Related Art
Digital telephones, such as those complying with the International Telecommunication Union's H.323 Recommendation, are becoming increasingly sophisticated in the services offered to consumers. Correspondingly, however, customers expect a higher degree of performance and reliability.
Conventionally, when a consumer is experiencing service difficulties, such as static on a line, the consumer must manually dial a customer service number and wait to speak to one or more customer relations personnel. Often, this entails being placed on hold for an undesirably long period of time. Once live representatives are reached, the consumer must report the problem and, often, schedule a visit with a service technician.
There is therefore a need for an improved system and method for telephone trouble reporting. There is particularly a need for a more reliable, less time consuming system and method for telephone trouble reporting.
SUMMARY OF THE INVENTION
These and other drawbacks in the prior art are overcome in large part by a system and method for telephone trouble reporting according to the present invention. One aspect of the present invention is a context-sensitive graphical user interface (GUI). The GUI allows a user to select a trouble reporting option at various stages of a telephone call. Thus, a series of menus listing potential call difficulties are provided to the user during the telephone call. Selecting one of the options allows the user to report the problem to the server or other central switch.
A telephony device according to an implementation of the present invention is thus provided with a network interface and an ability to signal a central switch or server that the user is experiencing difficulties during or while making a call.
REFERENCES:
patent: 4464543 (1984-08-01), Kline et al.
patent: 5687212 (1997-11-01), Kinser, Jr. et al.
patent: 5764918 (1998-06-01), Poulter
patent: 5790634 (1998-08-01), Kinser, Jr. et al.
patent: 6031896 (2000-02-01), Gardell et al.
Beyda William J.
Shaffer Shmuel
Siemens Information and Communication Networks Inc.
Tieu Binh
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