Patent ID: 7673036

Claim:
A method for automated handling of a service problem discovered and reported by a user of a wireless telecommunications device, comprising: receiving identification information identifying the wireless telecommunications device; receiving information about system conditions associated with a problem relating to a service provided to the wireless telecommunications device, directly from the user of the wireless telecommunications device; requesting additional information about system conditions via a user interface based in part on decision tree logic to facilitate identification of a specific nature of the service problem; receiving the additional information via the user interface; identifying a specific nature of the service problem based in part on an analysis of system condition data obtained from of the received information and the received additional information, the analysis includes comparison of the system condition information to a database of known problems; and automatically effecting a corrective action responsive to the specific nature of the service problem without human intervention, wherein the corrective action includes adjustment of settings of one or more network components that facilitate providing the service to the wireless telecommunications device, through execution of computer instructions that are communicated to the one or more network components.