Abstract: A method for reducing non-value added time between calls serviced at a call center includes selectively enabling an after-call-work state that is configured to be activated during a call from a subscriber vehicle when an advisor at the call center indicates a need for the after-call-work state. If the advisor does not activate the after-call-work state during the call, then upon completion of the call, automatically setting an operator station of the advisor to a call ready state. If, however, the advisor activates the after-call-work state during the call, then upon completion of the call, the method includes activating the after-call-work state.

Abstract: A call transfer process involves receiving a voice call at a call center from a caller, and initially servicing the voice call by a call center advisor. The servicing includes obtaining information from the caller pertaining to a purpose for which the voice call was made. Via the advisor, the method further involves answering at least one question pertaining to the voice call, where the question(s) is/are generated by a computer program run by a processor connected to an advisor workstation and is/are presented to the advisor on the advisor workstation during the voice call. Based on answer(s) to the question(s) and via the computer program, a particular department associated with the call center is recommended that is capable of further servicing the voice call. The voice call is transferred to the recommended department. Also disclosed herein is a system for accomplishing the same.

Abstract: A method and apparatus for assigning a mobile dialing number (MDN) to a wireless mobile communication device (MCD), for providing local call access to the MCD from a base address for the MCD, by first selecting a wireless rate center encompassing the base address and having an MDN providing local call access to the MCD from the base address for the MCD, and then assigning the MDN to the MCD, for providing local calling access to the MCD from the base address for the MCD. A database defines geographic boundaries of a plurality of wireless rate centers, including the wireless rate center encompassing the base address and having the MDN providing local call access to the MCD from the base address.

Abstract: A system and method for providing user-initiated vehicle diagnostic testing and reporting in a telematics-enabled vehicle. In the method, a request for a vehicle diagnostic test is received from the driver through a user interface of a telematics unit on the vehicle. A simplified initial diagnostic check is made and a first voice message is played for the driver that provides information concerning any detected vehicle problem. The method then undergoes a more complete diagnostic check and the resulting diagnostic information is used to select and play a second voice message that provides instructions for taking corrective action to fix the detected problem. Communication with a live advisor is also provided by way of a cellular or other wireless carrier system.

Abstract: A method for reducing non-value added time between calls serviced at a call center includes selectively enabling an after-call-work state that is configured to be activated during a call from a subscriber vehicle when an advisor at the call center indicates a need for the after-call-work state. If the advisor does not activate the after-call-work state during the call, then upon completion of the call, automatically setting an operator station of the advisor to a call ready state. If, however, the advisor activates the after-call-work state during the call, then upon completion of the call, the method includes activating the after-call-work state.

Abstract: A method for transferring user specific information from a first vehicle in a mobile communication system to a second vehicle in the mobile communication system includes retrieving user specific information from the vehicle using a wireless connection, transferring the retrieved information to the second vehicle, and deactivating the user specific information in the first vehicle.

Abstract: A method for provisioning a telematics units comprising the steps of: initiating a wireless over the air service provisioning session between a telematics unit and a wireless network carrier, wherein data is downloaded from the wireless network carrier to the telematics unit during the over the air service provisioning session; and upon completion of the over the air service provisioning session between the telematics unit and the wireless network carrier, automatically initiating a call from the telematics unit to a telematics service provider, wherein at least a portion of the data downloaded from the wireless network carrier to the telematics unit is uploaded to the telematics service provider.