DISPATCH AND SERVICE SUPPORT SYSTEM

• US 20100049576A1
• Filed: 10/30/2008
• Published: 02/25/2010
• Est. Priority Date: 07/15/2003
• Status: Abandoned Application

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Robbins, Jeffrey R., Wilson, Christopher R.
• Application Number:
  US12/261,684
• Publication Number:
  US 20100049576A1
• Time in Patent Office: Days
• US Class Current: 705/9
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: G06Q 10/063114 Status monitoring or status determination for a person or group
• CPC Class Codes: G06Q 10/06316 Sequencing of tasks or work
• CPC Class Codes: G06Q 10/0633 Workflow analysis
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/04 Billing or invoicing
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]

Abstract

A service support system includes a service request interface, a dispatch system interface, a service assignment module, and a request verification module. The service request interface is configured to communicate with a service request system. The dispatch system interface is configured to communicate with a dispatch system. The service assignment module is configured to assign a service request to a technician from a pool of available technicians based at least in part on a historical technician performance statistic. The service request is received via the service request interface. The service assignment module notifies the technician of the service request via the dispatch system interface. The request verification module is configured to acquire the service request through at least one of the service request interface and a service order provisioning and billing system.

Claims

1. A service support system comprising:

a service request interface configured to communicate with a service request system;

a dispatch system interface configured to communicate with a dispatch system;

a service assignment module configured to assign a service request to a technician from a pool of available technicians based at least in part on a historical technician performance statistic, the service request received via the service request interface, the service assignment module notifying the technician of the service request via the dispatch system interface; and

a request verification module configured to acquire the service request through at least one of the service request interface and a service order provisioning and billing system.

2. The service support system of claim 1, wherein the request verification module is further configured to compare a service request acquired from a service order processing system with a service request interface acquired through a workforce administration control module.

3. The service support system of claim 1, further comprising a statistical knowledge interface configured to access a statistical knowledge system configured to access regulatory and corporate management systems.

4. The service support system of claim 1, further comprising:

an appointment clock module configured to monitor one or more of workforce statistical data, workload statistical data, technician data, and service request data to determine at least one of a processing time and an appointment window to apply to the service request.

5. The service support system of claim 4, wherein the appointment clock module interacts with a Loop Maintenance Operation System or an Interactive Voice-Response system to automatically update at least one of the processing time and the appointment window.

6. The service support system of claim 4, further comprising:

a user interface configured to access the appointment window to establish appointment window parameters.

7. The service support system of claim 6, wherein the user interface is further configured to access the processing time and the appointment window by manipulating technician assignments.

8. The service support system of claim 1, further comprising:

a geo-location interface configured to access a geo-location system, the geo-location system indicating a location of the technician and wherein the service request is assigned based at least in part on the location of the technician and further comprising a service request status interface to access status data associated with the service request.

9. The service support system of claim 1, further comprising a service request status interface implemented as a web-based interface.

10. The service support system of claim 9, wherein the service request status interface is accessible by a competitive local exchange carrier.

11. The service support system of claim 1, further comprising:

a frame system interface configured to access a frame operation management system wherein the service assignment module is configured to transfer frame related service requests to the frame operation management system via the frame system interface.

12. The service support system of claim 1, further comprising:

a scoring interface configured to access a technician scoring system, the technician scoring system storing an efficiency score associated with the technician.

13. The service support system of claim 1, further comprising:

a billing system interface configured to communicate with a billing system, the billing system to receive completion data associated with the service request.

14. A method comprising:

acquiring a service request document from a work force administration control system, the service request document having associated therewith one or more tasks;

comparing the service request document with a service request image acquired from a service order processing system to verify the service request document;

assigning each of the one or more tasks to a corresponding technician based upon technician capability data and geo-location data received from a geo-location system;

providing assignment data to a dispatch system, the dispatch system having a dispatch system interface; and

notifying each of the corresponding technicians of an assignment via the dispatch system interface.

15. The method of claim 14, wherein the service order processing system is one of a Service Order Retrieval and Distribution system and a Service Order Negotiation system.

16. The method of claim 14, wherein the dispatch system interface is a mobile dispatch interface.

17. The method of claim 16, wherein the mobile dispatch interface is a Global Craft Access System

18. The method of claim 14, further comprising acquiring completion data via the dispatch system interface.

19. The method of claim 14, further comprising accessing inventory and assignment data via an inventory-provisioning interface.

20. The method of claim 19, wherein the inventory and assignment data is accessed through a Loop Facility Assignment Control System via a screen-scraping technique.