METHOD AND SYSTEM FOR PROACTIVELY PROVIDING TROUBLESHOOTING INFORMATION

• US 20130304897A1
• Filed: 05/08/2012
• Published: 11/14/2013
• Est. Priority Date: 05/08/2012
• Status: Abandoned Application

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Inventors: Suri, Syam S., Nekkalapudi, Subrahmanyeswara R., Bracy, Charles E.
• Application Number:
  US13/466,594
• Publication Number:
  US 20130304897A1
• Time in Patent Office: Days
• US Class Current: 709/224
• CPC Class Codes: G06Q 10/043 Optimisation of two dimensional placement, e.g. cutting of clothes or wood
• 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 41/5067 Customer-centric QoS measurements

Abstract

An approach is provided for collecting a plurality of life cycle events relating to one or more customer premise devices associated with a user account, the user account, or the combination thereof, analyzing the plurality of life cycle events to determine a potential service issue with the one or more customer premise devices, the user account, or the combination thereof, and generating a notification based on the analysis to proactively provide troubleshooting to resolve the potential service issue.

Claims

1. A method comprising:

collecting a plurality of life cycle events relating to one or more customer premise devices associated with a user account, the user account, or the combination thereof;

analyzing the plurality of life cycle events to determine a potential service issue with the one or more customer premise devices, the user account, or the combination thereof; and

generating a notification based on the analysis to proactively provide troubleshooting to resolve the potential service issue.

2. A method according to claim 1, further comprising:

determining a service information change for the user account; and

correlating the plurality of life cycle events with the service information change to determine the potential service issue.

3. A method according to claim 2, further comprising:

generating the notification based on a customer premise device associated with the service information change.

4. A method according to claim 1, further comprising:

determining the plurality of life cycle events, the service information change, or the combination thereof based on a passive monitoring of log information.

5. A method according to claim 4, further comprising:

determining the potential service issue based on a number of similar entries associated with the log information.

6. A method according to claim 1, further comprising:

initiating a transmission of the notification to a customer premise device when the customer premise device accesses one or more communication channels.

7. A method according to claim 1, wherein the one or more customer premise devices are maintained by a service provider.

8. A method according to claim 1, further comprising:

providing a link in the notification specifying one or more troubleshooting knowledge bases specific to the potential service issue.

9. A method according to claim 1, further comprising:

determining a group of user accounts associated with the user account; and

initiating a transmission of the notification to one or more associated user accounts when one or more customer premise devices associated with the one or more associated user accounts access one or more communication channels associated with a service provider.

10. A method of claim 9, wherein the group of user accounts are associated with the user account based on one or more life cycle events, one or more customer premise devices, a service information change, a service area, a geographic area, or a combination thereof.

11. An apparatus comprising:

a processor configured to collect a plurality of life cycle events relating to one or more customer premise devices associated with a user account, the user account, or the combination thereof, analyze the plurality of life cycle events to determine a potential service issue with the one or more customer premise devices, the user account, or the combination thereof, and generate a notification based on the analysis to proactively provide troubleshooting to resolve the potential service issue.

12. An apparatus according to claim 11, wherein the processor is further configured to determine a service information change for the user account, and correlate the plurality of life cycle events with the service information change to determine the potential service issue.

13. An apparatus according to claim 12, wherein the processor is further configured to generate the notification based on a customer premise device associated with the service information change.

14. An apparatus according to claim 11, wherein the processor is further configured to determine the plurality of life cycle events, the service information change, or the combination thereof based on a passive monitoring of log information.

15. An apparatus according to claim 14, wherein the processor is further configured to determine the potential service issue based on a number of similar entries associated with the log information.

16. An apparatus according to claim 11, wherein the processor is further configured to initiate the transmission of the notification to a customer premise device when the customer premise device accesses one or more communication channels.

17. An apparatus according to claim 11, wherein the one or more customer premise devices are maintained by a service provider.

18. An apparatus according to claim 11, wherein the processor is further configured to provide a link in the notification specifying one or more troubleshooting knowledge bases specific to the potential service issue.

19. An apparatus according to claim 11, wherein the processor is further configured to determine a group of user accounts associated with the user account, and initiate a transmission of the notification to one or more associated user accounts when one or more customer premise devices associated with the one or more associated user accounts access one or more communication channels associated with a service provider

20. An apparatus according to claim 19, wherein the group of user accounts are associated with the user account based on one or more life cycle events, one or more customer premise devices, a service information change, a service area, a geographic area, or a combination thereof.