Method and system for processing telephone technical support

1 . A method of processing support calls comprising:

monitoring an authentication record comprising previous authentication attempts at a service provider;

identifying a user having at least one failed login attempt based upon the authentication record;

monitoring incoming telephone calls for a call from the user; and

providing a response to the user related to an alternate login mechanism.

2 . The method of claim 1 , further comprising the steps of:

accessing a user information record;

determining if the user is a current customer based upon the user information record; and

wherein providing the response further comprises the step of providing a response to the user based upon the determination of if the user is a current customer.

3 . The method of claim 1 , further comprising the steps of:

placing a customer service representative in contact with the user; and

providing the authentication record and the user information record to the customer service representative.

4 . The method of claim 1 , further comprising the step of providing a pre-recorded message to the user based upon the authentication record and the user information record.

5 . The method of claim 1 , wherein identifying the user further comprises the step of obtaining the user's telephone number.

6 . The method of claim 5 , wherein the step of obtaining the user's telephone number further comprises the step of obtaining the user's telephone number via a caller ID system.

7 . The method of claim 5 , wherein obtaining the user's telephone number further comprises the step of obtaining the user's telephone number by having the user manually enter the user's telephone number.

8 . The method of claim 1 , wherein the authentication record is a remote authentication dial-in user service (“RADIUS”) log.

9 . The method of claim 1 , wherein the user information record is a lightweight directory access protocol (“LDAP”) record.

10 . The method of claim 1 , wherein the service provider is an Internet service provider

11 . A system comprising:

a processor, the processor having instructions executable by the processor;

a first storage device in communication with the processor, the first storage device having an authentication record;

the instructions configuring the processor to monitor an authentication record comprising previous authentication attempts at a service provider, identify a user having at least one failed login attempt based upon the authentication record, monitor incoming telephone calls for a call from the user, and provide a response to the user related to an alternate login mechanism.

12 . The system of claim 1 , further comprising:

a a second storage device in communication with the processor, the second storage device having a user information record; and

the instructions further configure the processor access a user information record, determine if the user is a current customer based upon the user information record and providing a second response to the user based upon the determination of if the user is a current customer.

13 . The system of claim 11 , wherein the authentication record is a remote authentication dial-in user service (“RADIUS”) log.

14 . The system of claim 11 , wherein the user information record is a lightweight directory access protocol (“LDAP”) record.

15 . The system of claim 11 , wherein the service provider is an Internet service provider.

16 . A computer readable medium storing a computer program, the computer readable medium comprising:

an authentication monitoring code segment that monitors an authentication record comprising previous authentication attempts at a service provider;

an identifying code segment that identifies a user having at least one failed login attempt based upon the authentication record;

a telephone monitoring code segment that monitors incoming telephone calls for a call from the user; and

a providing a response code segment that provides a response to the user related to an alternate login mechanism.

17 . The computer readable medium of claim 16 , further comprising a current customer code segment that determines if the user is a current customer based upon a user information record.

18 . The computer readable medium of claim 16 , wherein the authentication record is a remote authentication dial-in user service (“RADIUS”) log.

19 . The computer readable medium of claim 16 , wherein the user information record is a lightweight directory access protocol (“LDAP”) record.

20 . The computer readable medium of claim 16 , wherein the service provider is an Internet service provider.

21 . A method for assisting a user, the method comprising:

providing a failed login attempt by a user to a service provider;

detecting a failed login attempt;

contacting the service provider via a telephone call by the user;

monitoring incoming telephone calls for the telephone call by the user; and

providing a response related to an alternate login mechanism.

22 . The method of claim 21 , further comprising the steps of:

connecting a customer service representative to the user; and

providing an authentication record and a user information record to the customer service representative.

23 . The method of claim 21 , further comprising the step of providing a pre-recorded message to the user.

24 . The method of claim 21 , wherein the authentication record is a remote authentication dial-in user service (“RADIUS”) log.

25 . The method of claim 21 , wherein the user information record is a lightweight directory access protocol (“LDAP”) record.

26 . The method of claim 21 , wherein the service provider is an Internet service provider