2600 Camino Ramon
San Ramon, CA
Apparatus And Method For Managing Communications,
December 31, 2013
A system that incorporates teachings of the present disclosure may include, for example, a gateway having a controller to transport media data between a service provider network and one or more end user devices associated with the gateway, and transmit connection signals to a second gateway for establishing a management channel between the gateway and the service provider network when an undesired condition is detected, where the management channel transports management data associated with the gateway to the second gateway for transport to the service provider network using a separate transport queue of the second gateway. Other embodiments are disclosed.
Location Information Provisioning,
October 15, 2013
A location of a calling party is provided to a called party. The location can be provided if the calling party is using a mobile communications device or a wireline system. The location of the calling party can be provided in a hierarchy of various levels of accuracy/precision representative of different geographies provided by a service provider. The choice of levels for each received call or all received calls can be configurable by the called party. The called party may subscribe to a service that provides the location information. The called party may have the option to receive location information on a per call basis. The calling party may be asked for consent. Location information can be provided for any appropriate type of call, such as, for example, voice calls, text based calls (e.g., SMS messages), or the like. In an example configuration, the SS7 network is utilized.
System And Method To Manage Problems With Network-Based Services,
October 8, 2013
A method includes receiving a problem report from a customer via an access interface of a plurality of access interfaces at a first horizontal layer of a problem management system, wherein the problem report indicates that the customer is having a problem with one of the network-based services, receiving a request from the customer for self-service problem resolution via the access interface, identifying a workflow related to the problem, obtaining the workflow from a second layer of the problem management system, providing a diagnostic tool to the customer via the access interface, according to the workflow, and providing the diagnostic tool to an agent via another access interface after the customer contacts the agent.
Systems And Methods To Redirect Incoming Contacts,
April 16, 2013
Systems and methods are provided for contact channel redirection to improve agent routing/assignment efficiency and customer experience. For example, the system may redirect a customer, waiting in a queue for an agent for telephonic communications, to a chat agent for online chat.