Field technician virtual trainer

• US 20030028676A1
• Filed: 06/27/2002
• Published: 02/06/2003
• Est. Priority Date: 06/28/2001
• Status: Abandoned Application

• Current Assignee: Pangrac & Associates Development Incorporated
• Original Assignee: Pangrac & Associates Development Incorporated
• Inventors: Pangrac, David M., Gall, Donald T.
• Application Number:
  US10/185,762
• Publication Number:
  US 20030028676A1
• Time in Patent Office: Days
• US Class Current: 709/250
• CPC Class Codes: G09B 19/0069 Engineering, e.g. mechanical, electrical design computer engineering G09B19/0053
• CPC Class Codes: G09B 7/00 Electrically-operated teaching apparatus or devices working with questions and answers mechanically operated G09B3/00; computing arrangements G06F
• CPC Class Codes: H04L 41/145 involving simulating, designing, planning or modelling of a network
• CPC Class Codes: H04L 67/12 specially adapted for proprietary or special-purpose networking environments, e.g. medical networks, sensor networks, networks in vehicles or remote metering networks
• CPC Class Codes: H04L 67/131 Protocols for games, networked simulations or virtual reality
• CPC Class Codes: H04L 67/75 Indicating network or usage conditions on the user display
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]
• CPC Class Codes: H04L 9/40 Network security protocols

Abstract

A technician trainer including interactive software executed on a computer that gives broadband telecommunication field technicians a comprehensive way to practice and improve troubleshooting skills to accelerate the training process. The trainer provides an interactive virtual broadband communication network environment that incorporates a virtual working cable plant which simulates real-world situations. The tech trainer incorporates proper diagnostic and trouble-shooting procedures that enables the user/technician to recognize and practice proper procedures through virtual experience and repetition to improve field performance. The trainer presents the user with a work order indicative of a network problem and various selectable options and actions. The interactive environment includes network components that are programmed with measurable values that reflect the network problem, and further includes interactive selectable tools and test equipment for taking measurements.

Claims

1. A computer-based field technician trainer, comprising:

a computer with input and output devices including a display; and

software executed on the computer that presents an interactive virtual broadband communication network environment including selectable options and actions and that provides results of selected options and actions to simulate real-world trouble-shooting of network problems.

2. The field technician trainer of claim 1, wherein the virtual broadband communication network environment displays a work order describing subscriber complaint and provides communication options including calls to subscribers and dispatch.

3. The field technician trainer of claim 1, wherein the virtual broadband communication network environment presents a selectable network map of a cable plant including selectable network component graphics.

4. The field technician trainer of claim 1, wherein the virtual broadband communication network environment incorporates and displays a virtual representation of a cable plant including a neighborhood with selectable subscriber locations and network components for inspection.

5. The field technician trainer of claim 4, wherein the virtual broadband communication network environment incorporates virtual measurable values associated with selectable network components indicative of network status and operation reflecting a selected network problem.

6. The field technician trainer of claim 5, wherein the software includes an RF module that calculates the measurable values.

7. The field technician trainer of claim 5, wherein the virtual broadband communication network environment presents selectable virtual test equipment that enable a user to determine measurable values of network components to simulate trouble-shooting procedure.

8. The field technician trainer of claim 7, wherein a network problem is selected from a plurality of known problem types.

9. The field technician trainer of claim 8, wherein the software incorporates proper solution and procedure for each known problem type and evaluates trouble-shooting procedure selected by the user.

10. The field technician trainer of claim 9, wherein the software includes a reporting functions module that logs outcome, progress and performance of a user.

11. The field technician trainer of claim 10, wherein the reporting functions module incorporates difficulty level, skill level, costs and user accuracy and assesses a user score with each training session.

12. The field technician trainer of claim 9, wherein the software incorporates proper diagnostic procedures and assesses penalties and costs associated with user procedures in comparison with proper diagnostic procedures.

13. The field technician trainer of claim 1, wherein the software is organized and configured into an interactive game-styled presentation.

14. The field technician trainer of claim 1, wherein the software is organized and configured into a menu-driven presentation with selectable options and actions and corresponding results.

15. The field technician trainer of claim 1, wherein the interactive software includes an administrative functions module that enables an administrator to load selectable characteristics and network problems into the virtual broadband communication network environment.

16. The field technician trainer of claim 1, wherein the software enables selections by a user including inspection, replacement, measurement and adjustment.

17. The field technician trainer of claim 1, wherein the software includes a plurality of digital representations of actual network components to provide visual training.

18. The field technician trainer of claim 1, wherein the software includes a plurality of digitized clips that are presented at appropriate times during a training session to enhance training.

19. The field technician trainer of claim 18, wherein the digitized clips include at least one television screen clip, and wherein each television screen clip reflects actual television response indicative of a corresponding network problem.

20. The field technician trainer of claim 18, wherein the digitized clips include audio clips that guide a user and that aid in diagnostic procedure.

21. The field technician trainer of claim 1, wherein the interactive software modules include a truck stock module that determines truck stock and consumption thereof.

22. A method of training a field technician, comprising:

providing an interactive virtual broadband communication network environment on a computer;

presenting at least one description indicative of a network problem; and

presenting selectable options and actions and corresponding results to simulate realworld trouble-shooting that enables a user to interact with the virtual broadband communication network environment while attempting to identify the network problem.

23. The method of claim 22, wherein said presenting at least one description comprises displaying a trouble ticket including a subscriber complaint.

24. The method of claim 22, wherein said presenting selectable options and actions includes displaying a selectable map icon and displaying a cable plant with selectable network component graphics upon user selection of the map icon.

25. The method of claim 24, further comprising displaying component information of a network component of the cable plant upon selection of a corresponding network component graphic.

26. The method of claim 22, wherein said providing a virtual broadband communication network environment includes displaying a virtual representation of a cable plant including a neighborhood with selectable subscriber locations and network components for inspection.

27. The method of claim 26, further comprising incorporating virtual measurable values associated with selectable network components indicative of network status and operation and reflecting a selected network problem.

28. The method of claim 27, further comprising displaying selectable icons of virtual test equipment that enables a user to select a virtual test device and determine measurable values of network components to simulate trouble-shooting procedure.

29. The method of claim 28, wherein said presenting selectable options and actions includes incorporating a series of options and actions corresponding with predetermined proper procedure for a selected network problem.

30. The method of claim 29, further comprising evaluating user procedure compared to the predetermined proper procedure.

31. The method of claim 30, further comprising reporting outcome, progress and performance of the user.

32. The method of claim 30, further comprising providing a user score based on difficulty level, skill level, and costs.

33. The method of claim 22, further comprising presenting digitized clips at appropriate times during a training session to enhance user training experience.