INTEGRATED INTERFACE FOR WEB BASED CUSTOMER CARE AND TROUBLE MANAGEMENT

• US 20020087383A1
• Filed: 09/24/1998
• Published: 07/04/2002
• Est. Priority Date: 12/29/1995
• Status: Active Grant

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: MCI Incorporated (Verizon Communications Inc.)
• Inventors: MILLER, DAVID TODD, PATIL, SUMA P., KUNKEL, ISAAC A. III, COGGER, TIMOTHY J.
• Granted Patent: US 6,859,783 B2
• Time in Patent Office: Days
• US Class Current: 705/10
• CPC Class Codes: G06F 11/0709 in a distributed system consisting of a plurality of standalone computer nodes, e.g. clusters, client-server systems
• CPC Class Codes: G06F 11/0769 Readable error formats, e.g. cross-platform generic formats, human understandable formats
• CPC Class Codes: G06F 11/0781 Error filtering or prioritizing based on a policy defined by the user or on a policy defined by a hardware/software module, e.g. according to a severity level
• CPC Class Codes: G06F 11/327 Alarm or error message display
• CPC Class Codes: G06F 11/3495 for systems
• CPC Class Codes: G06F 16/972 Access to data in other repository systems, e.g. legacy data or dynamic Web page generation
• CPC Class Codes: G06F 21/41 where a single sign-on provides access to a plurality of computers
• CPC Class Codes: G06F 21/552 involving long-term monitoring or reporting
• CPC Class Codes: G06F 2201/81 Threshold
• CPC Class Codes: G06F 2201/86 Event-based monitoring
• CPC Class Codes: G06F 2201/875 Monitoring of systems including the internet
• CPC Class Codes: G06F 2221/2137 Time limited access, e.g. to a computer or data
• CPC Class Codes: G06F 2221/2149 Restricted operating environment
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/06 Buying, selling or leasing transactions
• CPC Class Codes: G06Q 99/00 Subject matter not provided for in other groups of this subclass
• CPC Class Codes: H04L 12/14 Charging , metering or billing arrangements for data wireline or wireless communications
• CPC Class Codes: H04L 12/1428 Invoice generation, e.g. customization, lay-out, database processing, algorithms for calculating the bill or formatting invoices as WWW pages invoicing in general G06Q30/04
• CPC Class Codes: H04L 41/0213 : Standardised network management protocols, e.g. simple network management protocol [SNMP]
• CPC Class Codes: H04L 41/0233 : Object-oriented techniques, for representation of network management data, e.g. common object request broker architecture [CORBA]
• CPC Class Codes: H04L 41/024 : using relational databases for representation of network management data, e.g. managing via structured query language [SQL]
• CPC Class Codes: H04L 41/06 : Management of faults, events, alarms or notifications
• CPC Class Codes: H04L 41/0631 : using root cause analysis; using analysis of correlation between notifications, alarms or events based on decision criteria, e.g. hierarchy, tree or time analysis
• CPC Class Codes: H04L 41/14 : Network analysis or design
• CPC Class Codes: H04L 41/18 : Delegation of network management function, e.g. customer network management [CNM]
• CPC Class Codes: H04L 41/22 : comprising specially adapted graphical user interfaces [GUI]
• CPC Class Codes: H04L 41/28 : Restricting access to network management systems or functions, e.g. using authorisation function to access network configuration
• CPC Class Codes: H04L 41/5029 : Service quality level-based billing, e.g. dependent on measured service level customer is charged more or less
• CPC Class Codes: H04L 41/5064 : Customer relationship management
• CPC Class Codes: H04L 41/5074 : Handling of user complaints or trouble tickets
• CPC Class Codes: H04L 43/00 : Arrangements for monitoring or testing data switching networks
• CPC Class Codes: H04L 43/062 : related to network traffic
• CPC Class Codes: H04L 43/0811 : by checking connectivity
• CPC Class Codes: H04L 43/0817 : by checking functioning
• CPC Class Codes: H04L 51/00 : User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
• CPC Class Codes: H04L 51/234 : for tracking messages
• CPC Class Codes: H04L 63/0209 : Architectural arrangements, e.g. perimeter networks or demilitarized zones
• CPC Class Codes: H04L 63/0236 : Filtering by address, protocol, port number or service, e.g. IP-address or URL
• CPC Class Codes: H04L 63/0272 : Virtual private networks
• CPC Class Codes: H04L 63/0281 : Proxies
• CPC Class Codes: H04L 63/0464 : using hop-by-hop encryption, i.e. wherein an intermediate entity decrypts the information and re-encrypts it before forwarding it
• CPC Class Codes: H04L 63/08 : for authentication of entities cryptographic mechanisms or cryptographic arrangements for entity authentication H04L9/32
• CPC Class Codes: H04L 63/162 : at the data link layer
• CPC Class Codes: H04L 63/166 : at the transport layer
• CPC Class Codes: H04M 15/00 : Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
• CPC Class Codes: H04M 15/41 : Billing record details, i.e. parameters, identifiers, structure of call data record [CDR]
• CPC Class Codes: H04M 15/43 : Billing software details
• CPC Class Codes: H04M 15/44 : Augmented, consolidated or itemized billing statement or bill presentation
• CPC Class Codes: H04M 15/49 : Connection to several service providers
• CPC Class Codes: H04M 15/51 : for resellers, retailers or service providers
• CPC Class Codes: H04M 15/58 : based on statistics of usage or network monitoring
• CPC Class Codes: H04M 15/745 : Customizing according to wishes of subscriber, e.g. friends or family
• CPC Class Codes: H04M 15/80 : Rating or billing plans; Tariff determination aspects
• CPC Class Codes: H04M 15/8044 : Least cost routing
• CPC Class Codes: H04M 15/83 : Notification aspects
• CPC Class Codes: H04M 15/8351 : before establishing a communication
• CPC Class Codes: H04M 15/84 : Types of notifications
• CPC Class Codes: H04M 2215/0104 : Augmented, consolidated or itemised billing statement, e.g. additional billing information, bill presentation, layout, format, e-mail, fax, printout, itemised bill per service or per account, cumulative billing, consolidated billing
• CPC Class Codes: H04M 2215/0108 : Customization according to wishes of subscriber, e.g. customer preferences, friends and family, selecting services or billing options, Personal Communication Systems [PCS]
• CPC Class Codes: H04M 2215/0152 : General billing plans, rate plans, e.g. charge rates, numbering plans, rate centers, customer accounts
• CPC Class Codes: H04M 2215/0164 : Billing record, e.g. Call Data Record [CDR], Toll Ticket[TT], Automatic Message Accounting [AMA], Call Line Identifier [CLI], details, i.e. parameters, identifiers, structure
• CPC Class Codes: H04M 2215/0168 : On line or real-time flexible customization or negotiation according to wishes of subscriber
• CPC Class Codes: H04M 2215/0176 : Billing arrangements using internet
• CPC Class Codes: H04M 2215/018 : On-line real-time billing, able to see billing information while in communication, e.g. via the internet
• CPC Class Codes: H04M 2215/0188 : Network monitoring; statistics on usage on called/calling number
• CPC Class Codes: H04M 2215/42 : Least cost routing, i.e. provision for selecting the lowest cost tariff
• CPC Class Codes: H04M 2215/46 : Connection to several service providers
• CPC Class Codes: H04M 2215/54 : Resellers-retail or service providers billing, e.g. agreements with telephone service operator, activation, charging/recharging of accounts
• CPC Class Codes: H04M 2215/745 : Least cost routing, e.g. Automatic or manual, call by call or by preselection
• CPC Class Codes: H04M 2215/81 : Notifying aspects, e.g. notifications or displays to the user
• CPC Class Codes: H04M 2215/8108 : before establishing a communication
• CPC Class Codes: H04M 2215/8129 : Type of notification
• CPC Class Codes: H04M 2215/82 : Advice-of-Charge [AOC], i.e. notify subscriber of charges/cumulative charge; meter at the substation

Abstract

A system and method for opening and tracking trouble tickets over the public Internet. A customer service management system provides information included within a customer profile record to a Web enabled infrastructure which is accessible by a remote customer workstation having a web browser and Internet access. The customer profile information is used to prepopulate data fields in dialogs used to open a trouble ticket. Once a trouble ticket is opened, the customer workstation tracks the existing trouble tickets through a browser based graphical user interface. The graphical user interface provides current and historical status reports of the actions taken to resolve a network event and the service organizations responsible for resolving the network event.

Claims

1. A trouble ticket management system for enabling an Internet enabled customer to generate a trouble ticket relating to a service provided by an enterprise to said customer, said system comprising:

(a) an Internet enabled customer work station having a client web browser application forming an integrated interface for enabling IP communication between said customer and a network of said enterprise, said client application generating an object-oriented request message for generating a new trouble ticket based on a specified product and problem type;

(b) means for authenticating said customer as having trouble ticket entitlement within said enterprise;

(c) a customer service management system for generating and tracking trouble tickets, said system having at least one database for identifying said customer and trouble ticket entitlement for said customer, each of said trouble tickets having multiple data fields;

(d) transaction manager server for receiving said object-oriented request, generating a trouble ticket request transaction message in accordance with said received objects, communicating said request transaction message to said customer service management system for fulfilling said customer requests, and for downloading downloaded trouble ticket response data from said customer service management system, said transaction manager server further translating said downloaded trouble ticket response data into a trouble ticket object for communication to said integrated interface;

whereby said customer service management system enables independent customer and enterprise tracking of said trouble tickets.

2. The trouble ticket management system as claimed in claim 1, wherein said client web browser application generates an object-oriented query request for obtaining status of an existing trouble ticket based on customer-specified search criteria included in said query request, said downloaded trouble ticket response information including trouble ticket status information of existing trouble tickets in accordance with said request.

3. The trouble ticket management system as claimed in claim 2, wherein said transaction server includes process for enabling creation of customer-specific trouble ticket query filters enabling future query requests having pre-determined search criteria, said query filters downloaded to said client web browser application for user selection prior to generating said request object.

4. The trouble ticket management system as claimed in claim 1, wherein said transaction manager server comprises a requestor class objects implementing methods for receiving said object-oriented customer requests, and performing translation of said request message into said transaction request message suitable for use by said customer management system.

5. The trouble ticket management system as claimed in claim 1, wherein said transaction manager server comprises receiver class objects implementing methods for receiving said trouble ticket response data from said customer management system and parsing said response data to generate said transaction response message suitable for display at said integrated interface.

6. The trouble ticket management system as claimed in claim 2, wherein said trouble ticket information includes remarks representing comments added to a trouble ticket by a customer or trouble ticket resolution entity, said object-oriented query request including a request for adding customer generated remarks to an existing or newly created trouble ticket.

7. The trouble ticket management system as claimed in claim 2, wherein said trouble ticket information includes one or more activities representing events associated with a trouble ticket, said object-oriented query request includes request for viewing activities related to an existing trouble ticket.

8. The trouble ticket management system as claimed in claim 2, wherein said trouble ticket search criteria includes a trouble ticket number.

9. The trouble ticket management system as claimed in claim 2, wherein said trouble ticket search criteria includes an indication of priority of said trouble ticket.

10. The trouble ticket management system as claimed in claim 2, wherein said trouble ticket search criteria includes an indication of a status of said trouble ticket.

11. The trouble ticket management system as claimed in claim 2, further including a trouble ticket question tool enabling presentation of specific questions regarding a specific product and problem type for which a trouble ticket may be generated, said specific questions being presented via said customer interface and requiring customer answers for entry via said integrated interface prior to trouble ticket generation.

12. The trouble ticket management system as claimed in claim 11, wherein said trouble ticket question tool enables presentation of specific questions regarding a specific product and problem type in a pre-specified order.

13. The trouble ticket management system as claimed in claim 11, wherein said trouble ticket question tool enables generation of questions according to a QuestionTree structure for presentation to said customer via said interface, a said question of said QuestionTree comprising one or more group identifiers indicating a group to which a question belongs.

14. The trouble ticket management system as claimed in claim 11, wherein said trouble ticket question tool enables designation of a specific question as a decision point, an answer to a given decision point question provided by said customer determining a next group of questions that need to be presented to said user.

16. A method of remotely generating a trouble ticket as claimed in claim 15, wherein said step (f) of receiving said object-oriented request includes the step of placing the received object-oriented request in a receive in queue prior to generating said request transaction message.

17. A method of remotely generating a trouble ticket as claimed in claim 15, wherein said step (h) of downloading trouble ticket response data from said customer service management system for presentation to said client workstation customer includes the step of placing the downloaded object-oriented response in a response out queue.

18. A method of remotely generating a trouble ticket as claimed in claim 15 wherein said step (e) further includes the step of enabling a customer to populate a problem classification field at said creation screen customer workstation prior to a transmission of said object-oriented request to said management system.

15. A method of remotely generating a trouble ticket for a network event at a customer workstation over the Internet, wherein the event relates to a service provided by an enterprise to the customer, said method comprising:

(a) creating at least one customer record relating to a service provided to the customer by the enterprise in a customer service management system, said record including customer entitlement with respect to the service;

(b) enabling Internet access to said customer service management system by said customer;

(c) authenticating said customer entitlement at the time of customer access of said management system;

(d) presenting a web-based communication having a trouble ticket creation screen for creating a new trouble ticket;

(e) generating an object-oriented request message having information necessary for generating a new trouble ticket based on an indicated product and problem type entered into said creation screen;

(f) receiving said object-oriented request and generating a trouble ticket request transaction message in accordance with said received objects,

(g) communicating said request transaction message to a customer service management system for fulfilling said customer requests, said customer service management system identifying said customer and trouble ticket entitlement for said customer upon receipt of said customer request message;

(h) downloading trouble ticket response data from said customer service management system for presentation to said client workstation customer; and

,

(i) translating said downloaded trouble ticket response data into a trouble ticket object for communication to said integrated interface;

whereby said customer service management system enables independent customer and enterprise tracking of said trouble tickets via said client interface.