System and method for automatically reporting call tickets

• US 20040042589A1
• Filed: 08/29/2002
• Published: 03/04/2004
• Est. Priority Date: 08/29/2002
• Status: Abandoned Application

• Current Assignee: Cingular Wireless LLC (AT&T, Inc.)
• Original Assignee: Cingular Wireless II LLC (AT&T, Inc.)
• Inventors: Grooms, Paul C.
• Application Number:
  US10/231,790
• Publication Number:
  US 20040042589A1
• Time in Patent Office: Days
• US Class Current: 379/9.03
• CPC Class Codes: H04L 12/66 Arrangements for connecting between networks having differing types of switching systems, e.g. gateways
• CPC Class Codes: H04M 3/08 Indicating faults in circuits or apparatus
• CPC Class Codes: H04M 7/12 for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal

Abstract

A method for reporting call tickets is disclosed. The method comprises receiving call ticket information and storing the call ticket information as a call ticket in a database. The method then receives report generation parameters and automatically generates a call ticket report based on the report generation parameters. The call ticket report is subsequently transmitted to one or more users.

Claims

1. A method for reporting call tickets comprising the steps of:

receiving call ticket information;

storing the call ticket information as a call ticket;

receiving report generation parameters;

automatically generating a call ticket report based on the report generation parameters; and

transmitting the call ticket report to a user.

2. The method of claim 1, wherein the report generation parameters include a time stamp indicating moment in time for performing the generating step.

3. The method of claim 2, wherein the generating step is performed during periods of low processor use.

4. The method of claim 1, wherein the generating step is performed by a script.

5. The method of claim 1, wherein the call ticket report is transmitted via electronic mail.

6. The method of claim 1, wherein the call ticket report is transmitted via a website.

7. The method of claim 1, wherein the call ticket report comprises information regarding a plurality of call tickets on a single page.

8. The method of claim 7, wherein the call ticket report comprises information regarding open call tickets.

9. The method of claim 1, further comprising the step of transmitting the call ticket report to a plurality of users.

10. A method for reporting call tickets comprising the steps of:

transmitting call ticket information, wherein the call ticket information is stored as a call ticket;

transmitting report generation parameters;

scheduling the generation of a call ticket report based on the report generation parameters; and

receiving the call ticket report.

11. The method of claim 10, wherein the call ticket report is scheduled to run in a period of low processor use.

12. The method of claim 10, wherein the call ticket report is transmitted via an electronic mail service.

13. The method of claim 10, wherein the call ticket report is transmitted via a website.

14. The method of claim 12, wherein the call ticket report comprises information regarding a plurality of call tickets on a single page

15. The method of claim 14, wherein the call ticket report comprises information regarding open call tickets.

16. A trouble ticketing system for automatically generating call ticket reports based on report generation parameters comprising:

a receiver for receiving call ticket information and report generation parameters;

a storage device for storing the call ticket information as a call ticket;

a generator for automatically generating a call ticket report based on the report generation parameters; and

a transmitter for transmitting the call ticket report to a user.

17. The system of claim 16, wherein the report generation parameters include the time for automatically generating the call ticket report.

18. The system of claim 17, wherein the generator generates the call ticket report during periods of low processor use.

19. The system of claim 16, wherein the generator comprises a script.

20. The system of claim 16, wherein the transmitter transmits the call ticket report via electronic mail.

21. The system of claim 16, wherein the transmitter transmits the call ticket report via a website.

22. The system of claim 16, wherein the call ticket report comprises information regarding a plurality of call tickets on a single page.

23. The system of claim 22, wherein the open call report comprises information regarding open call tickets.

24. The system of claim 16, wherein the transmitter transmits the call ticket report to a plurality of users.

25. A computer-readable medium having computer executable instructions for:

receiving call ticket information;

storing the call ticket information as a call ticket;

receiving report generation parameters;

automatically generating a call ticket report based on the report generation parameters; and

transmitting the call ticket report to a user.

26. A computer-readable medium having computer executable instructions for:

receiving call ticket information;

storing the call ticket information as a call ticket;

receiving report generation parameters;

automatically generating a call ticket report based on the report generation parameters; and

transmitting the call ticket report to a user, wherein the call ticket report comprises information regarding a plurality of call tickets on a single page.

27. A computer-readable medium having computer executable instructions for:

transmitting call ticket information, wherein the call ticket information is stored as a call ticket;

transmitting report generation parameters;

scheduling the generation of a call ticket report based on the report generation parameters; and

receiving the call ticket report.

28. A computer-readable medium having computer executable instructions for:

transmitting call ticket information, wherein the call ticket information is stored as a call ticket and via an electronic mail service;

transmitting report generation parameters;

scheduling the generation of a call ticket report based on the report generation parameters, wherein the call ticket report comprises information regarding a plurality of call tickets on a single page; and

receiving the call ticket report.