Auto switch-call center-based automated interface with voice switches for voice service diagnostics and provisioning

An apparatus, comprising:

• at least one processor;
• and
• a non-transitory computer readable medium communicatively coupled to the at least one processor, the non-transitory computer readable medium having stored thereon computer software comprising a set of instructions that, when executed by the at least one processor, causes the apparatus to:
• in response to receiving a request by a call center user to access a voice service customer account on behalf of a customer, access information regarding the voice service customer account that is stored in a database, the call center user being associated with a service provider that provides voice service to the customer;
• identify at least one switch among a plurality of switches in a network that is configured to control voice service to a customer premises associated with the customer, based at least in part on the accessed information;
• autonomously access the identified at least one switch, and determine whether any errors have been identified and logged by the identified at least one switch;
• based on a determination that one or more errors have been identified and logged by the identified at least one switch, autonomously initiate one or more repair procedures to address the identified one or more errors;
• for each identified error that has been addressed by the one or more repair procedures, generate a first message indicating that said identified error has been addressed;
• for each identified error that cannot be addressed by the one or more repair procedures, generate a second message indicating that said identified error requires additional repair procedures;
• generate and present a user interface (“UI”) displaying at least one of the accessed information regarding the voice service customer account, information regarding any identified errors that are logged by the at least one switch, the first message, or the second message;
• and
• generate and present one or more options within the UI for the call center user to select to change at least one of one or more features of the voice service customer account or one or more features of the voice service provided to the customer.

A system, comprising:

• a plurality of switches in a network;
• a computing system, comprising:
• at least one first processor;
• and
• a first non-transitory computer readable medium communicatively coupled to the at least one first processor, the first non-transitory computer readable medium having stored thereon computer software comprising a first set of instructions that, when executed by the at least one first processor, causes the computing system to:
• in response to receiving a request by a call center user to access a voice service customer account on behalf of a customer, access information regarding the voice service customer account that is stored in a database, the call center user being associated with a service provider that provides voice service to the customer;
• identify at least one switch among the plurality of switches in the network that is configured to control voice service to a customer premises associated with the customer, based at least in part on the accessed information;
• autonomously access the identified at least one switch, and determine whether any errors have been identified and logged by the identified at least one switch;
• based on a determination that one or more errors have been identified and logged by the identified at least one switch, autonomously initiate one or more repair procedures to address the identified one or more errors;
• for each identified error that has been addressed by the one or more repair procedures, generate a first message indicating that said identified error has been addressed;
• for each identified error that cannot be addressed by the one or more repair procedures, generate a second message indicating that said identified error requires additional repair procedures;
• generate and present a user interface (“UI”) displaying at least one of the accessed information regarding the voice service customer account, information regarding any identified errors that are logged by the at least one switch, the first message, or the second message;
• and
• generate and present one or more options within the UI for the call center user to select to change at least one of one or more features of the voice service customer account or one or more features of the voice service provided to the customer.

A method, comprising:

• in response to receiving a request by a call center user to access a voice service customer account on behalf of a customer, accessing, using a computing system, information regarding the voice service customer account that is stored in a database, the call center user being associated with a service provider that provides voice service to the customer;
• identifying, using the computing system, at least one switch among a plurality of switches in a network that is configured to control voice service to a customer premises associated with the customer, based at least in part on the accessed information;
• autonomously accessing, using the computing system and from a billing database, billing information associated with the voice service customer account;
• integrating, using the computing system, the accessed information regarding the voice service customer account with at least two of information regarding voice service provided to the customer, information regarding the identified switch, or the billing information associated with the voice service customer account;
• generating and presenting, using the computing system, a user interface (“UI”) displaying the accessed information regarding the voice service customer account integrated with the at least two of the information regarding voice service provided to the customer, the information regarding the identified switch, or the billing information associated with the voice service customer account;
• and
• generating and presenting, using the computing system, one or more options within the UI for the call center user to select to change at least one of one or more features of the voice service customer account or one or more features of the voice service provided to the customer.