Method and apparatus for customer service management for a wireless communication network

• US 10,721,362 B2
• Filed: 12/19/2018
• Issued: 07/21/2020
• Est. Priority Date: 06/01/2015
• Status: Active Grant

• Current Assignee: Huawei Technologies Co., Ltd. (Huawei Investment & Holding Co., Ltd.)
• Original Assignee: Huawei Technologies Co., Ltd. (Huawei Investment & Holding Co., Ltd.)
• Inventors: Senarath, Nimal Gamini, Zhang, Hang, Vrzic, Sophie
• Primary Examiner(s): Sivji, Nizar N
• Application Number:
  US16/225,552
• Publication Number:
  US 20190149666A1
• Time in Patent Office: 580 Days
• CPC Class Codes: H04L 12/1407 Policy-and-charging control [PCC] architecture
• CPC Class Codes: H04L 45/64 using an overlay routing layer
• CPC Class Codes: H04M 15/66 Policy and charging system
• CPC Class Codes: H04M 15/8016 based on quality of service [QoS]
• CPC Class Codes: H04M 15/8027 based on network load situation
• CPC Class Codes: H04M 15/8033 location-dependent, e.g. business or home
• CPC Class Codes: H04M 15/81 Dynamic pricing, e.g. change of tariff during call
• CPC Class Codes: H04W 4/24 Accounting or billing

Abstract

A method and system for providing Customer Service Management (CSM) a communication network, such as a 5G wireless communication network. The communication network provides at least one service involving one or more terminals serviced by the communication network. A CSM function is defined which is based upon said at least one service and customized to said at least one service, to provide service-customized CSM. CSM may provide service-based charging/billing, service-based context management, service-customized QoE control, service-customized network topology.

Claims

1. A method for providing Customer Service Management (CSM) in a communication network, the communication network providing a service involving one or more terminals serviced by the communication network, the method comprising:

receiving from a customer device, by a customer service management (CSM) function element defined based upon said service and customized to said service, an indication that a service level performance, at which the service is to be provided by a virtual network of a communication network, is not currently being met by the virtual network;

in response to the indication, transmitting a message to a virtual network setup controller, the message prompting the virtual network setup controller to reconfigure the virtual network, network infrastructure underlying the virtual network, or both, to meet the service level performance; and

in response to the message, transmitting a response message, by the virtual network setup controller to the CSM function element, that the network infrastructure has been reconfigured; and

in response to the response message, transmitting a further message by the CSM function element to the customer device, indicative that the network infrastructure has been reconfigured.

2. The method of claim 1, wherein the service involves plural terminals, at least one of the plural terminals supports plural services, or a combination thereof.

3. The method of claim 1, wherein the CSM function element provides charging data for said service.

4. The method of claim 3, wherein rules for providing said charging data are customized to said service.

5. The method of claim 3, further comprising transmitting another further message to the virtual network setup controller to configure one or more charging elements, one or more Quality of Service (QoS) delivery monitoring elements, or both, within the virtual network based on network-topological aspects of the service, the one or more charging elements configured to generate charging information based on usage of the virtual network, the QoS delivery monitoring elements configured to monitor QoS delivery for charging adjustment, network performance adjustment, or both.

6. The method of claim 1, wherein the CSM function element provides context management customized to said service.

7. The method of claim 1, wherein the CSM function element provides Quality of Service management, Quality of Experience management, or a combination thereof, customized to said service, wherein providing the Quality of Service management and Quality of Experience management comprises causing the virtual network setup controller to adjust the virtual network in response to feedback from the customer device.

8. The method of claim 7, wherein the Quality of Experience management comprises receiving feedback from a customer receiving the service, the feedback indicative of a deficiency in the service level performance, and adjusting one or both of:

network resource allocations determinative of Quality of Experience of the service; and

pricing of the service, during providing of the service.

9. The method of claim 8, wherein a topology of the communication network is adjustable through virtualization, the method further comprising, based on the feedback, customizing the topology of the communication network to the service.

16. The method of claim 1, wherein configuring the network infrastructure comprises providing virtual network nodes, virtual functions, or both, with data forwarding and access resource assignment information for use in providing the virtual network.

17. The method of claim 1, wherein the virtual network is specific and dedicated to providing the service.

18. The method of claim 8, wherein the feedback is based on performance monitoring performed by the customer during providing of the service.

19. The method of claim 8, wherein adjusting said network resource allocations comprises transmitting a reconfiguration message to the virtual network setup controller, the reconfiguration message prompting the virtual network setup controller to reconfigure the network infrastructure to provide the virtual network meeting the service level performance.

20. The method of claim 1, further comprising receiving, from the customer device, a request to establish the virtual network and implement a charging rule defined at least in part by the customer device.

21. The method of claim 5, wherein the charging elements, the QoS delivery monitoring elements, or both, are configured and located within nodes of the virtual network based on the other further message.

26. The method of claim 1, wherein the service level performance is indicative of a percentage of users which are satisfied with provision of the service.

10. A Customer Service Management (CSM) function element in a communication network, the communication network providing a service involving one or more terminals serviced by the communication network, the CSM function element based upon said service and customized to said at least one service, the CSM function element configured to:

receive, from a customer device, an indication that a service level performance, at which the service is to be provided by a virtual network of the communication network, is not currently being met by the virtual network;

in response to the indication, transmit a message to a virtual network setup controller, the message prompting the virtual network setup controller to reconfigure the virtual network, network infrastructure underlying the virtual network, or both, to meet the service level performance; and

in response to a response message, from the virtual network setup controller, that the network infrastructure has been reconfigured, transmit a further message, to the customer device, indicative that the network infrastructure has been reconfigured.

11. The CSM function element of claim 10, wherein the service involves plural terminals, at least one of the plural terminals supports plural services, or a combination thereof.

12. The CSM function element of claim 10, further configured to provide charging data for said service.

13. The CSM function element of claim 10, further configured to provide context management customized to said service.

14. The CSM function element of claim 10, further configured to provide Quality of Service management, Quality of Experience management, or a combination thereof, customized to said service, wherein providing the Quality of Service management and Quality of Experience management comprises instructing the virtual network setup controller to adjust the virtual network in response to feedback from the customer device.

15. The CSM function element of claim 10, wherein a topology of the communication network is adjustable through virtualization, the CSM function element further configured to customize, based on feedback from the customer device, the topology of the communication network to the service.

22. The CSM function element of claim 12, further configured to transmit another further message to the virtual network setup controller to configure one or more charging elements, one or more Quality of Service (QoS) delivery monitoring elements, or both, within the virtual network based on network-topological aspects of the service, the one or more charging elements configured to generate charging information based on usage of the virtual network, the QoS delivery monitoring elements configured to monitor QoS delivery for charging adjustment, network performance adjustment, or both.

23. The CSM function element of claim 14, wherein the Quality of Experience management comprises receiving feedback from a customer receiving the service, the feedback indicative of a deficiency in the service level performance, and adjusting one or both of:

network resource allocations determinative of Quality of Experience of the service; and

pricing of the service, during providing of the service.

24. The CSM function element of claim 23, wherein the feedback is based on performance monitoring performed by the customer during providing of the service.

25. The CSM function element of claim 23, wherein adjusting said network resource allocations comprises transmitting a reconfiguration message to the virtual network setup controller, the reconfiguration message prompting the virtual network setup controller to reconfigure the network infrastructure to provide the virtual network meeting the service level performance.

27. The CSM function element of claim 10, further comprising the customer device, configured to generate and transmit the indication that the service level performance, at which the service is to be provided by the virtual network, is not currently being met by the virtual network.