Patent ID: 7308482
Filing Date: 2007-12-11
Classification: H04L

Abstract:
1. A method for communicating with a technician at a customer service location in a telecommunicatons system, the method comprising: receiving an electronic message from an administration system to a technician access device at a technician server operatively associated with the adimnistration system, the electronic message being separated, stored, and maintained as at least two portions being respectively customized for transmission to different groups of technicians, customization, storage, and maintenance of the at least two customized, stored, and maintained portions being dependent on a plurality of profile characteristics stored in the administration system; modifying, by an administration system, at least one of the customized, stored, and maintained portions of the electronic message; receiving a request, initiated by the technician, for access to one of the customized, stored, and maintained portions of the electronic message from the technician access device; determining whether the request for access is a first occurrence of access within a predetermined time period based on a daily procedure performed by the technician; determining whether the one customized, stored, and maintained portion of electronic message has been modified since a past request for access to the one customized, stored, and maintained portion of the electronic message initiated by the technician; and transmitting the received one customized, stored, and maintained portion of the electronic message to the technician access device for display at the customer service location after the occurrence of a determination that the request for access is a second or more occurrence of access within the predetermined time period based on the daily procedure performed by the technician and a determination that the one customized, stored, and maintained portion of the electronic message has been modified since the past request for access to the one customized, stored, and maintained portion of the electronic message initiated by the technician.