Real time web-based system to manage trouble tickets for efficient handling

• US 20070116185A1
• Filed: 10/21/2005
• Published: 05/24/2007
• Est. Priority Date: 10/21/2005
• Status: Abandoned Application

• Current Assignee: AT&T Knowledge Ventures, L.P. (AT&T, Inc.)
• Original Assignee: SBC Knowledge Ventures LP (AT&T, Inc.)
• Inventors: Jiang, Baofeng, Wu, Xidong, Savoor, Raj, Sposato, Steve, Tsai, Mengfeng
• Application Number:
  US11/255,542
• Publication Number:
  US 20070116185A1
• Time in Patent Office: Days
• US Class Current: 379/9
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 3/08 Indicating faults in circuits or apparatus
• CPC Class Codes: H04M 3/304 and using xDSL modems xDSL line qualification H04M3/306
• CPC Class Codes: H04M 3/5133 Operator terminal details
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

A method of directing a trouble ticket includes receiving a trouble ticket via a web interface, characterizing the trouble ticket by group (i.e., assigning the trouble ticket to a group), and directing the trouble ticket to a maintenance center technician who is a specialist in the type of problems indicated by the group. The method may be performed by a computer system in response to a set of instructions stored on a computer-readable medium.

Claims

1. A system comprising:

a processor;

a computer readable medium accessible to the processor;

a computer program embedded in the computer readable medium, the computer program comprising;

instructions to access a data base having a plurality of trouble tickets, each trouble ticket in the plurality of trouble tickets having a field for a type of trouble in a communication network;

instructions to categorize the trouble tickets in the plurality of trouble tickets into at least one predefined group; and

instructions to provide access to the trouble tickets in the plurality of trouble tickets by the at least one categorized group.

2. The system of claim 1 further comprising:

instructions to categorize the trouble tickets in the plurality of trouble tickets into a reprofile group when the type of trouble indicates that a parameter of the communication network is outside a threshold; and

releasing trouble associated with the trouble tickets in the profile group based on a business rule.

3. The system of claim 2 wherein the business rule is a rule that allows a system to alter the threshold to a level that will cause at least some of the trouble tickets in the reprofile group to fall within the altered threshold.

4. The system of claim 1 wherein the computer program further comprises instructions to provide the trouble tickets in the plurality of trouble tickets according to the categorization over the internet.

5. The system of claim 1 wherein the computer program further comprises instructions that enable transfer of information relating to the trouble tickets in the plurality of trouble tickets between a mobile device system.

6. The system of claim 1 wherein the at least one group includes a plurality of groups selected from a set consisting of groups based on:

zip code, geographical region, neighborhood, out of service, code violation, no cross-connect, customer equipment problem, resolved problems, and internet protocol problem.

7. The system of claim 1 further comprising a historical data base relating to problems with elements of the communication network and wherein the computer program further comprises instructions to utilize the historical data to categorize the trouble tickets in the plurality of trouble tickets.

20. The system of claim 1 further comprising a plurality of portable devices adapted to input data into the data base and to receive trouble ticket information and at least one server adapted to initiate generation of trouble tickets in the plurality of trouble tickets.

8. A method of managing a plurality of trouble tickets, comprising:

receiving the trouble tickets in the plurality of trouble tickets via a web interface;

characterizing each trouble ticket in the plurality of trouble tickets into a group selected from a set of groups; and

directing the trouble tickets in the plurality of trouble tickets for use by a user in accordance with the characterizing over the internet.

9. The method of claim 8 wherein the characterizing includes imposing at least one rule-based business logic that comprises at least one of navigating, sorting, searching, prioritizing, correlating, analyzing, and diagnosing of trouble tickets.

10. The method of claim 8 wherein the characterizing of the trouble ticket includes categorizing into a group selected from a set of groups consisting of:

an OS group if a problem associated with the trouble ticket is an Out of Service (OS) problem;

an NC group if the problem associated with the trouble ticket is a No Cross Connect (NC) problem;

an RP group if a problem associated with the trouble ticket is a Re-Profile problem;

an AI group if a problem associated with the trouble tickets is an Asynchronous Transfer Mode (ATM)/Internet Protocol (IP) problem;

an MD group if a problem is associated with the trouble ticket is a Modem problem;

an OT group if a problem associated with the trouble ticket is a problem that falls outside a specified set of groups; and

a CL group if a problem associated with the trouble tickets has been resolved.

11. The method of claim 8 further comprising:

generating a report having a record for each trouble ticket corresponding to a customer, each record of the report having at least one field selected from a group consisting of;

a trouble ticket identifier, a status indicator, a category indicator, a circuit indicator, a ping indicator, a profile indicator, a modem type, a line status, a noise margin ratio down-line from the customer, a noise margin ratio up-line from the customer, a signal frequency indicator, manager'"'"'s initials, technician'"'"'s initials, a floor controller indicator, a customer position operating system indicator, a call duration, a date of last update, and a notes summary.

12. The method of claim 8 wherein the categorizing includes utilizing a rule-based system operative to use a rule-based business logic to categorize the trouble tickets in the plurality of trouble tickets and to group tickets having at least one common characteristic into a common group.

13. The method of claim 8 further comprises utilizing a loop performance analyzer (LPA) to categorize the trouble tickets in the plurality of trouble tickets.

14. The method of claim 8 further comprising receiving data relating to the trouble tickets in the plurality of trouble tickets from a graphical user interface that utilizes a rule generation command and providing to the graphical user interface the trouble tickets according to the categorization.

15. The method of claim 8 wherein categorizing includes performing a step selected from a group consisting of:

diagnosing, drawing an objective conclusion on a root cause, recommending a solution for a trouble ticket, and identifying contradictory data relating to a trouble ticket and root cause for the contradictory data.

16. A computer-readable medium having a set of instructions operative to cause a computer to execute a method, the method comprising:

receiving a trouble ticket via a web interface;

characterizing the trouble ticket by group, including assigning the trouble ticket to a group; and

directing the trouble ticket to a user in accordance with the characterizing.

17. The computer-readable medium of claim 16 wherein the characterizing includes at least one of navigating, sorting, searching, prioritizing, correlating, analyzing, and diagnosing of trouble tickets, including bulk tickets.

18. The computer-readable medium of claim 16 wherein the characterizing includes an expert system operative to operate at a business object and web-based presentation layer above a data layer on a mainframe, wherein the expert system is a rule-based system operative to use rule-based business logic to categorize the trouble ticket and to group similar tickets.

19. The computer-readable medium of claim 16, wherein:

the characterizing includes assigning at least one rule to at least one group such that the trouble ticket is not assigned to the at least one group unless the trouble ticket complies with the at least one rule; and

the characterizing is operative to perform at least one of;

diagnosing, drawing an objective conclusion on a root cause, recommending a solution for the trouble ticket, and identifying contradictory data relating to a trouble ticket and a root cause for the contradictory data.