iConnectAssist Call Centre Problem Resolution Software

iConnectAssist is used by ISP Call Centres for resolving installation and ongoing connectivity problems for Broadband and dial-up customers. The software is closely coupled with iConnectDSL, iConnectDial and iConnectMonitor.

iConnectAssist is dependent on error code reporting from the iConnect products that operate on the customer desktop. A standardised set of error codes is used across all iConnect products. The iConnectAssist operator keys in the error code to access scripted solution for resolving the customer’s problem.

Error Code Lookup

The standard error reporting codes provide iConnectAssist with the information required to diagnose errors reported from all customer resident iConnect components.

Scripted Solutions

iConnectAssist provides a scripted solution for each error situation. Scripting includes screen shots relevant to the customer’s particular operating system.

ISP Configurable

iConnectAssist allows ISP staff to dynamically add technical notes relevant to specific solutions and provides flexibility for the ISP to add error scripting for new error conditions.

More Information

For further information about iConnectAssist, contact OPEN Networks at iConnect@opennw.com

Also see our Broadband Products page