Analyzing and resolving internet service problems

• US 20070036146A1
• Filed: 12/21/2005
• Published: 02/15/2007
• Est. Priority Date: 08/10/2005
• Status: Abandoned Application

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: Bellsouth Intellectual Property Corporation (AT&T, Inc.)
• Inventors: Cersosimo, Stephen, Adkins, James
• Application Number:
  US11/314,938
• Publication Number:
  US 20070036146A1
• Time in Patent Office: Days
• US Class Current: 370/352
• CPC Class Codes: H04L 41/0663 Performing the actions predefined by failover planning, e.g. switching to standby network elements
• CPC Class Codes: H04L 41/5061 characterised by the interaction between service providers and their network customers, e.g. customer relationship management
• CPC Class Codes: H04L 41/5074 Handling of user complaints or trouble tickets

Abstract

Methods, systems, and computer program products analyze and resolve Internet service problems. A method involves receiving via a user interface consumer data associated with a request for Internet service problem analysis and resolution, triggering a query to retrieve additional data, and querying one or more systems to fulfill the request. The method further involves retrieving from the systems, information associated with fulfilling the request, identifying the Internet Service problem, and rendering in real time the Internet service problem via the user interface. Still further the method involves rendering and enabling a command to fix the Internet service problem in response to identifying the Internet service problem, receiving a selection of the command to fix the Internet service problem, fixing the Internet service problem in substantially real time, and rendering notice of the fix and disabling the command to fix the Internet service problem.

Claims

1. A computer-implemented method for analyzing and resolving an Internet service problem, the method comprising:

receiving via a user interface consumer data associated with a request for Internet service problem analysis and resolution;

triggering a query to retrieve additional data associated with the consumer data;

querying one or more systems to fulfill the request;

retrieving from the systems, information associated with fulfilling the request;

identifying the Internet Service problem based on the information; and

rendering in real time the Internet service problem via the user interface.

2. The method of claim 1, further comprising rendering via the user interface a command to fix the Internet service problem.

3. The method of claim 1, further comprising enabling the command to fix the Internet service problem in response to identifying the Internet service problem.

4. The method of claim 3, further comprising:

receiving a selection of the command to fix the Internet service problem;

in response to receiving the selection, fixing the Internet service problem in substantially real time; and

disabling the command to fix the Internet service problem in response to fixing the Internet service problem.

5. The method of claim 4, wherein fixing the Internet service problem comprises:

configuring the command to communicate with a customer information tool;

authenticating the command with a formatted IP address;

provisioning one or more fixes via one or more systems; and

returning notice of the fixes to the customer information tool.

6. The method of claim 5, further comprising:

formatting the notice of the fixes in XML;

parsing the notice; and

rendering the notice via the user interface in substantially real time.

7. The method of claim 1, wherein receiving consumer data associated with a request comprises receiving at least one of a primary email address or a DSL phone number.

8. The method of claim 1, wherein receiving consumer data associated with a request comprises receiving at least one of any email address or any contact phone number associated with a consumer account.

9. The method of claim 1, wherein identifying the Internet Service problem based on the information comprises:

authenticating the request;

compiling the information into a format; and

parsing the format to identify the Internet service problem.

10. The method of claim 1, further comprising:

rendering a type for a consumer account in response to triggering the query;

rendering a type of IP address designated for the type for the consumer account wherein the type of IP address designated comprises one of the following;

a dynamic IP comprising a new IP address for each login;

a static IP comprising a same IP address for each login; and

a multi-static IP comprising a static group of IP addresses.

11. The method of claim 10, further comprising indicating via the user interface whether the static IP is from a business, residential, or custom IP pool wherein the type for a consumer account comprises multiple mailboxes or parental control features.

12. The method of claim 10, further comprising:

indicating via the user interface whether the account is active, a hotline, or abuse restricted;

indicating via the user interface which if any email accounts associated with the consumer account are suspended or missing; and

listing a consumer account name in an error message.

13. The method of claim 1, further comprising:

rendering a DSL phone number associated with the consumer data while querying the systems to fulfill the request wherein the consumer data comprises a username; and

triggering a new query without clearing all fields of the user interface;

wherein retrieving information associated with fulfilling the request comprises comparing an IP address in one of the systems to a qualified IP (QIP).

14. The method of claim 1, further comprising:

rendering options for a desired packet size;

receiving a selection of desired packet size; and

initiating a ping via a variety of packet sizes across multiple networks despite a location of the user interface thereby identifying whether transmit units should be changed to clear a transmission path.

15. A computer program product comprising a computer-readable medium having control logic stored therein for causing a computer to analyze and resolve an Internet service problem, the control logic comprising computer-readable program code for causing the computer to:

receive via a user interface consumer data associated with a request for Internet service problem analysis and resolution;

trigger a query to retrieve additional data associated with the consumer data;

query one or more systems to fulfill the request;

retrieve from the systems, information associated with fulfilling the request;

identify the Internet Service problem based on the information; and

render in real time the Internet service problem via the user interface.

16. The computer program product of claim 15, further comprising computer-readable program code for causing the computer to render and enable via the user interface a command to fix the Internet service problem in response to identifying the Internet service problem.

17. The computer program product of claim 15, further comprising computer-readable program code for causing the computer to:

receive a selection of the command to fix the Internet service problem;

in response to receiving the selection, fix the Internet service problem in substantially real time; and

disable the command to fix the Internet service problem and render a notice of fixing the Internet service problem via the user interface in response to fixing the Internet service problem.

18. A computer-implemented system for analyzing and resolving Internet service problems, the system comprising:

one or more first computers operative to;

receive via a user interface consumer data associated with a request for Internet service problem analysis and resolution; and

trigger a query to retrieve additional data associated with the consumer data;

a first server computer operative to retrieve the additional data associated with the consumer data and forward the request to a second server computer;

the second server computer operative to;

authenticate the request;

query one or more other servers to fulfill the request;

retrieve from the other servers, information associated with fulfilling the request;

identify the Internet service problem based on the information; and

forward the Internet service problem to one of the first computers;

wherein at least one of the first computers renders in real time the Internet service problem via the user interface.

19. The system of claim 18, wherein the first computers are further operative to render and enable via the user interface a command to fix the Internet service problem in response to receiving the Internet service problem.

20. The system of claim 18, wherein the first computers are further operative to:

receive a selection of the command to fix the Internet service problem;

in response to receiving the selection, trigger a fix the Internet service problem in substantially real time;

receive a notice of fixing the problem; and

disable the command to fix the Internet service problem and render the notice via the user interface in response to fixing the Internet service problem.