Patent ID: 7047004

Claim:
A virtual technician for assisting a user to operate a radiotelephone, the virtual technician being capable of interpreting a technical request and providing a solution for the request, the virtual technician comprising: a computer readable memory on which is stored a computer program, the computer program comprising instructions, when executed by a computer, perform the steps of: in a first troubleshooting mode: receiving a user problem from a user input; receiving manufacturer data; receiving radiotelephone model data; promoting a user to select a high level description of the problem; receiving a specific symptom of the problem; searching for an answer to the user problem stated by the user input; and displaying the answer to the user; wherein the computer program further performs the step of: in a second programming mode, changing features of the radiotelephone, the changing features of the radio telephone including: receiving an equipment manufacturer from a user input; receiving an equipment model from a user input; providing a list of programmable features for the model to the user; receiving a selected programmable feature from a user input; programming the radiotelephone with the selected programmable feature in response to a user input.