At&t Intellectual Property I, LP

Wesley McAfee

Adam Klein

Marc Andrew Sullivan

Charles V Scott

Philip Ted Kortum

Jamie Andrew Fisher

Donn Wilbum, Jr

Donn E Willburn, Jr

Donn E Wilburn, Jr

Jeffrey B Schnoebelen

Marcel M Soens

A method is disclosed that includes detecting a problem with a broadband connection at an end device and determining whether the problem can be resolved at the end device. The method also includes requesting that a data network connection device remotely connected to the end device attempt to determine a cause of the problem when the end device cannot resolve the problem. The method also includes determining whether the broadband connection is available. When the broadband connection is available, the method includes initiating a broadband data communication session via the data network connection device.

System and method for troubleshooting broadband connections

A system and method are disclosed for providing installation support to a user of a computer system. A method incorporating teachings of the present disclosure may include launching an installation tool in connection with installation of a peripheral driver. The tool may have capabilities that include, for example, capturing an install status at a plurality of predefined points in an install routine. During installation, an error may be detected at one of the predefined points and a diagnostic routine may be launched in response. The method may also include considering an accounting of the captured install states and using this information to help generate an action script crafted to resolve the detected install error.

System and method for providing installation support to a user

The disclosure is directed to a customer support call system including an interactive voice response system configured to receive a customer support call and configured to determine a caller identification. The interactive voice response system is configured to determine whether the customer support call is associated with a computer system having an installed self-support tool. The customer support call system further includes a call center management system responsive to the interactive voice response system. The call center management system is configured to direct the customer support call in response to determining whether the customer support call is associated with the computer system having the installed self-support tool.

System and method for providing computer assisted user support

A method for troubleshooting broadband connections, e.g., a digital subscriber line (DSL) connections, includes detecting a problem with the broadband connection at an end device. Then, a determination is made as to whether the problem can be resolved at the end device. After determining that the end device cannot resolve the problem, a request is sent to a data network connection device connected remotely to the end device to attempt to determine the cause of the problem. In particular embodiment, the problem at the end device can be resolved based on information obtained by the data network connection device. Further, the problem at the end device can be resolved based on information obtained by the end device.

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Cedar Park, TX, United States of America

Wesley McAfee