초록 ▼

A telecommunications network includes a plurality of operators, each performing customer service activities. Each operator uses an analytics engine to apply troubleshooting rules to help diagnose customer problems. In addition to a local rules repository at each of the different operators, a central

A telecommunications network includes a plurality of operators, each performing customer service activities. Each operator uses an analytics engine to apply troubleshooting rules to help diagnose customer problems. In addition to a local rules repository at each of the different operators, a centralized rules repository is used to collect domain knowledge of the different operators. Additionally, rules generated by software vendors and device manufacturers are also included in the centralized rules repository. By accessing this centralized rules repository, the local rules repositories can be updated with rules from these other sources, thereby increasing the rules available for each individual operator.

대표청구항 ▼

1. A telecommunications network for providing mobile device diagnostic services, comprising: a respective local rules repository associated with one or more wireless operators providing wireless service, wherein each respective rules repository is configured to store a respective set of local rules;

1. A telecommunications network for providing mobile device diagnostic services, comprising: a respective local rules repository associated with one or more wireless operators providing wireless service, wherein each respective rules repository is configured to store a respective set of local rules;a centralized rules repository in communication with each of the respective local rules repositories to, thereby, bi-directionally exchange one or more rules, said centralized rules repository configured to store a set of centralized rules; anda respective computer-implemented customer service application associated with the one or more wireless operators and in communication with the respective local rules repository of the associated wireless operator, said customer service application configured to access the respective local rules repository to provide mobile device diagnostic services. 2. The network of claim 1, wherein the set of centralized rules includes one or more rules provided by one or more software developers or device manufacturers. 3. The network of claim 2, wherein the centralized rules repository is configured to transmit to the one or more wireless operators the one or more rules provided by one or more software developers or device manufacturers. 4. The network of claim 1, wherein each of the local rules repositories is configured to transmit a subset of the respective set of local rules, the subset being limited to rules that are applicable to another one of the one or more wireless operators. 5. The network of claim 4, wherein the centralized repository is configured to transmit one or more of the subset of the respective set of local rules to the one or more wireless operators. 6. A centralized rules repository in a telecommunications network for providing mobile device diagnostic services, the repository comprising: a computer-implemented storage configured to store a first set of rules and distribute a second set of rules; anda respective first communications link with each of one or more wireless operators, wherein each respective first communications link is configured to receive first incoming rules from a particular wireless operator and to transmit outgoing rules to that particular wireless operator. 7. The centralized rules repository of claim 6, further comprising: a second communications link configured to receive second incoming rules from one or more device manufacturers or software vendors. 8. The centralized rules repository of claim 6, further comprising: an incoming rules checker configured to determine which of the first incoming rules are applicable to more than one wireless operator and to store those rules in the computer-implemented storage. 9. The centralized rules repository of claim 6, further comprising: an outgoing rules checker configured to determine which of the outgoing rules to that particular wireless operator are applicable to that particular wireless operator and transmitting those rules so determined. 10. The centralized rules repository of claim 6, further comprising: a rules replicator configured to initiate transmitting outgoing rules to a specific wireless operator, wherein said rules replicator is configured to select which of the stored first set of rules to transmit as outgoing rules. 11. A method for providing customer service diagnostics in a wireless telecommunications network, the method comprising the steps of: storing at a central rules repository a set of rules;distributing a respective subset of the set of rules to each of a plurality of wireless operators;receiving incoming rules from a particular wireless operator; andtransmitting outgoing rules to the particular wireless operator. 12. The method of claim 11, further comprising the steps of: receiving first rules from one or more software vendors or device manufacturers; andincluding the first rules in the stored set of rules. 13. The method of claim 11, further comprising the steps of: receiving, from one of the plurality or wireless operators, second rules; andincluding the second rules in the stored set of rules. 14. The method of claim 13, further comprising the steps of: determining which of the second rules are operator-specific rules,discarding the operator-specific rules; andstoring any remaining second rules in the stored set of rules. 15. The method of claim 11, wherein the step of distributing further includes the step of: selecting the subset of rules to distribute to a particular wireless operator based on characteristics of that particular wireless operator. 16. The method of claim 15, wherein the characteristics include at least one of: a technology infrastructure; an identity of one or more supported devices;a list of supported languages; andan identity of rules previously distributed to the particular wireless operator. 17. The method of claim 11, wherein the step of distributing further includes the steps of: determining an updated set of rules, the updated set of rules including those rules in the stored set of rules that have changed since a previous distribution to a particular wireless operator;determining an applicable set of rules, the applicable set of rules including those rules in the updated set of rules that are applicable to the particular wireless operator; anddistributing the applicable set of rules to the particular wireless operator. 18. A customer service system of a wireless operator for providing mobile device diagnostic services, comprising: an analytics engine configured to diagnose a mobile device based on a plurality of rules;a computer-implemented local rules repository in communication with the analytics engine and configured to store the plurality of rules; anda communications link between the local rules repository and a centralized rules repository, wherein the centralized rules repository includes computer-implemented storage to store additional rules, and wherein the communications link is to receive incoming rules from the local rules repository and to transmit outgoing rules to the local rules repository. 19. The customer service system of claim 18, further comprising: a rules transmitter configured to use the communications link to transmit a subset of the local rules to the centralized rules repository. 20. The customer service system of claim 19, wherein the subset includes rules that are applicable to another wireless operator. 21. The customer service system of claim 18, further comprising: a rules receiver configured to use the communications link to receive an incoming set of rules from the centralized rules repository. 22. The customer service system of claim 21, wherein the rules receive is further configured to: determine which of the incoming rules are applicable to the wireless operator and to store those rules in the local rules repository. 23. The customer service system of claim 18, further comprising: a rules authoring interface configured to create or edit rules in the local rules repository. 24. The customer service system of claim 18, wherein the additional rules in the centralized rules repository include rules generated by another wireless operator. 25. The customer service system of claim 18, wherein the additional rules in the centralized rules repository include rules generated by a device manufacturer or software vendor. 26. A centralized rules repository used by a plurality of service providers to provide customer support, comprising: a computer-implemented storage configured to store a first set of rules and distribute a second set of rules; anda respective communications link with each of the plurality of service providers, wherein each respective communications link is configured to receive incoming rules from a local rules repository of a particular service provider and to transmit outgoing rules to the local rules repository of that particular service provider. 27. The centralized rules repository of claim 26, wherein the first set of rules includes rules provided by one or more of the plurality of service providers. 28. The centralized rules repository of claim 26, wherein the first set of rules includes rules applicable to all of the plurality of service providers. 29. The centralized rules repository of claim 26, wherein the outgoing set of rules for a particular service provider is comprised of those rules in the centralized rule repository that are applicable to that particular service provider.