Method and system for network denial case generation

• US 20070263833A1
• Filed: 04/03/2006
• Published: 11/15/2007
• Est. Priority Date: 04/03/2006
• Status: Active Grant

• Current Assignee: General Motors LLC (General Motors Company)
• Original Assignee: General Motors Corporation (Motors Liquidation Co. GUC Trust)
• Inventors: Zoeckler, Dennis, Groskreutz, Bruce, Gault, Thomas
• Granted Patent: US 7,756,252 B2
• Time in Patent Office: Days
• US Class Current: 379/221.30
• CPC Class Codes: G07C 5/008 communicating information to a remotely located station transmission systems for measured values G08C
• CPC Class Codes: H04L 69/40 for recovering from a failure of a protocol instance or entity, e.g. service redundancy protocols, protocol state redundancy or protocol service redirection management of faults, events, alarms or notifications in data switching networks H04L41/06
• CPC Class Codes: H04W 12/08 Access security
• CPC Class Codes: H04W 12/71 Hardware identity

Abstract

A method for network denial case generation includes receiving a plurality of third-party carrier call records associated with a plurality of subscriber telematics units at a call center wherein each call record includes a call status, determining at least one call record having a failure condition based on the call status, determining a subscriber telematics unit associated with the call record having the failure condition, and determining a network denial case action for the subscriber telematics unit based on the failure condition. A computer usable medium with suitable computer program code is employed for network denial case generation.

Claims

1. A method for network denial case generation, the method comprising:

receiving a plurality of third-party carrier call records associated with a plurality of subscriber telematics units at a call center wherein each call record includes a call status;

determining at least one call record having a failure condition based on the call status;

determining a subscriber telematics unit associated with the call record having the failure condition; and

determining a network denial case action for the subscriber telematics unit based on the failure condition.

2. The method of claim 1 further comprising:

querying a network database for the plurality of third-party carrier call records wherein the third-party carrier call records correspond to a call center number.

downloading the third-party carrier call records to a call center database.

3. The method of claim 1 wherein the call records are received at substantially regular intervals.

4. The method of claim 1 wherein the call status includes a treatment code and a call class indicator.

5. The method of claim 1 wherein determining the subscriber telematics unit further comprises

comparing a subscriber index table to a plurality of account records based on an electronic serial number.

6. The method of claim 1 further comprising:

determining an account status for a subscriber telematics unit wherein the account status includes active and non-active statuses.

7. The method of claim 1 further comprising:

determining a subscriber data associated with the call record.

8. The method of claim 7 further comprising:

generating a subscriber index table wherein the subscriber index table includes the subscriber data and the call record.

9. The method of claim 1 wherein the network denial case is stored in a technical assistance database and includes the call record having a failure condition, a subscriber data, an account status, and a defect basis.

10. The method of claim 1 further comprising determining a network denial case priority for the network denial case based on the call status.

11. The method of claim 1 wherein determining the network denial case action comprises

determining a defect basis for the failure condition;

assigning a case priority based on the defect basis; and

determining an intervention based on the case priority and the defect basis.

12. The method of claim 1 wherein the network denial case action includes contacting the third-party carrier.

13. The method of claim 1 wherein the network denial case action includes contacting a subscriber.

14. The method of claim 1 wherein the network denial case action includes contacting the subscriber telematics unit using a data connection.

15. The method of claim 1 further comprising:

comparing the subscriber data at the call center with a corresponding subscriber record from the third-party carrier;

producing a comparison record based on the comparison; and

sending the comparison record to the third-party carrier.

16. A computer usable medium storing a computer program including computer program code for network denial case generation, the computer usable medium comprising:

computer program code for receiving a plurality of third-party carrier call records associated with a plurality of subscriber telematics units at a call center wherein each call record includes a call status;

computer program code for determining at least one call record having a failure condition based on the call status;

computer program code for determining a subscriber telematics unit associated with the call record having the failure condition; and

computer program code for determining a network denial case action for the subscriber telematics unit based on the failure condition.

17. The computer usable medium of claim 16 further comprising:

computer program code for querying a network database for the plurality of third-party carrier call records wherein the third-party carrier call records correspond to a call center number.

computer program code for downloading the third-party carrier call records to a call center database.

18. The computer usable medium of claim 16 wherein computer program code for determining the subscriber telematics unit further comprises:

computer program code for comparing a subscriber index table to a plurality of account records based on an electronic serial number.

19. The computer usable medium of claim 16 wherein computer program code for determining the network denial case action further comprises:

computer program code for determining a defect basis for the failure condition;

computer program code for assigning a case priority based on the defect basis; and

computer program code for determining an intervention based on the case priority and the defect basis.

20. A system for network denial case generation comprising:

means for receiving a plurality of third-party carrier call records associated with a plurality of subscriber telematics units at a call center wherein each call record includes a call status;

means for determining at least one call record having a failure condition based on the call status;

means for determining a subscriber telematics unit associated with the call record having the failure condition; and

means for determining a network denial case action for the subscriber telematics unit based on the failure condition.