Interactive voice response based troubleshooting of customer premise equipment installation

• US 20070064622A1
• Filed: 09/16/2005
• Published: 03/22/2007
• Est. Priority Date: 09/16/2005
• Status: Abandoned Application

• Current Assignee: Sbc Knowledge Ventures, L.P.
• Original Assignee: Sbc Knowledge Ventures, L.P.
• Inventors: Bi, Haifeng, Hurst, William
• Application Number:
  US11/227,207
• Publication Number:
  US 20070064622A1
• Time in Patent Office: Days
• US Class Current: 370/254
• 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 41/069 using logs of notifications; Post-processing of notifications
• CPC Class Codes: H04M 1/24 Arrangements for testing
• CPC Class Codes: H04M 1/2535 adapted for voice communication over an Internet Protocol [IP] network Voice over Internet Protocol (VoIP) network equipment and services H04M7/006; implementation or adaptation of Internet protocol [IP], of transmission control protocol [TCP] or of user datagram protocol [UDP] H04L69/16
• CPC Class Codes: H04M 2250/56 including a user help function

Abstract

Troubleshooting of customer premise equipment installation includes sending information over a communications network to attempt to activate customer premise equipment. A request is received to activate an interactive voice response based troubleshooting component of the customer premise equipment. Information relating to the attempt to activate the customer premise equipment is provided using the interactive voice response based troubleshooting component of the customer premise equipment.

Claims

1. A method for installing customer premise equipment, the method comprising:

sending information from customer premise equipment over a communications network to attempt to activate the customer premise equipment;

receiving a request to activate an interactive voice response based troubleshooting component of the customer premise equipment; and

providing information relating to the attempt to activate the customer premise equipment using the interactive voice response based troubleshooting component of the customer premise equipment.

2. The method for installing customer premise equipment of claim 1,

wherein the customer premise equipment is voice over internet protocol customer premise equipment.

3. The method for installing customer premise equipment of claim 2,

wherein the voice over internet protocol customer premise equipment is one of an analog terminal adapter and an internet protocol phone.

4. The method for installing customer premise equipment of claim 2,

wherein the voice over internet protocol customer premise equipment is one of an integrated access device and a residential gateway.

5. The method for installing customer premise equipment of claim 1,

further comprising receiving the request as dual tone multi-frequency tones.

6. The method for installing customer premise equipment of claim 1,

wherein the information comprises a diagnosis menu.

7. The method for installing customer premise equipment of claim 1, wherein the information comprises an error code corresponding to a reason the attempt to activate the customer premise equipment has failed.

8. A computer readable medium for storing a computer program that provides information for installing customer premise equipment, the computer readable medium comprising:

an information sending code segment that sends information from customer premise equipment over a communication network to attempt to activate the customer premise equipment;

a request receiving code segment that receives a request to activate an interactive voice response based troubleshooting component of the customer premise equipment; and

an information providing code segment that provides information relating to the attempt to activate the customer premise equipment using the interactive voice response based troubleshooting component of the customer premise equipment.

9. The computer readable medium of claim 8,

wherein the customer premise equipment is voice over internet protocol customer premise equipment.

10. The computer readable medium of claim 9,

wherein the voice over internet protocol customer premise equipment is one of an analog terminal adapter and an internet protocol phone.

11. The computer readable medium of claim 9,

wherein the voice over internet protocol customer premise equipment is one of an integrated access device and a residential gateway.

12. The computer readable medium of claim 8,

wherein the request is received as dual tone multi-frequency tones.

13. The computer readable medium of claim 8,

wherein the information comprises a diagnosis menu.

14. The computer readable medium of claim 8,

wherein the information comprises an error code corresponding to a reason the attempt to active the customer premise equipment has failed.

15. Customer premise equipment, comprising:

a transmitter that sends information over a communications network to attempt to activate the customer premise equipment;

an interactive voice response based troubleshooting component that provides information relating to the attempt to activate the customer premise equipment; and

an input component that receives a request to activate the interactive voice response based troubleshooting component of the customer premise equipment.

16. The customer premise equipment of claim 15,

wherein the customer premise equipment is voice over internet protocol customer premise equipment.

17. The customer premise equipment of claim 16,

wherein the voice over internet protocol customer premise equipment is one of an analog terminal adapter and an internet protocol phone.

18. The customer premise equipment of claim 16,

wherein the voice over internet protocol customer premise equipment is one of an integrated access device and a residential gateway.

19. The customer premise equipment of claim 15,

wherein the request is received as dual tone multi-frequency tones.

20. The customer premise equipment of claim 15,

wherein the information comprises a diagnosis menu.

21. The customer premise equipment of claim 15,

wherein the information comprises an error code corresponding to a reason the attempt to activate the customer premise equipment has failed.

22. The customer premise equipment of claim 15, said interactive voice response based troubleshooting component comprising:

a troubleshooting processor and interactive voice response troubleshooting instructions.