ADVANCED MANAGED SERVICE CUSTOMER EDGE ROUTER

• US 20140122140A1
• Filed: 10/31/2012
• Published: 05/01/2014
• Est. Priority Date: 10/31/2012
• Status: Abandoned Application

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Inventors: Rijnders, Jan Marcel, Kimm, Christopher A.
• Application Number:
  US13/664,741
• Publication Number:
  US 20140122140A1
• Time in Patent Office: Days
• US Class Current: 705/7.13
• CPC Class Codes: G06Q 30/01 Customer relationship services

Abstract

An automated incident management device may receive a message from a customer site, the message indicative of a customer issue with a managed service provided to the customer site by way of a primary network connection. The device may connect to an item of customer equipment by way of a secondary network connection to the customer site; retrieve information from the customer equipment by way of the secondary network connection; attempt a corrective measure with the managed service based on the retrieved information, the corrective measure being determined according to rules that specify corrective measures likely to resolve the trouble ticket; and update a trouble ticket associated with the customer site responsive to the attempted corrective measure. In some examples, the automated incident management device may determine that the customer issue is responsibly of the customer to address.

Claims

1. A system, comprising:

an automated incident management device including a processor configured to cause the automated incident management device to;

receive a message from a customer site, the message indicative of a customer issue with a managed service provided to the customer site by way of a primary network connection;

connect to an item of customer equipment by way of a secondary network connection to the customer site;

retrieve information from the customer equipment by way of the secondary network connection;

attempt a corrective measure with the managed service based on the retrieved information, the corrective measure being determined according to rules that specify corrective measures likely to resolve the trouble ticket; and

update a trouble ticket associated with the customer site responsive to the attempted corrective measure.

2. The system of claim 1, wherein the automated incident management device is further configured to:

periodically check a status of the item of customer equipment at the customer site;

determine whether the item of customer equipment is experiencing an issue;

correlate the experiencing of the issue with a report of the issue received from the customer site; and

create the trouble ticket associated with the customer site when both the automated incident management device and the customer site indicate the issue at the customer site.

3. The system of claim 1, wherein the automated incident management device is further configured to:

determine whether a power source down message was received from the customer site; and

update the trouble ticket to indicate that the trouble ticket is the result of an issue with the managed service that is a responsibility of the customer to address.

4. The system of claim 3, wherein the automated incident management device is further configured to send a message to the customer indicating that the issue with the managed service is the responsibility of the customer to address.

5. The system of claim 1, wherein the automated incident management device is further configured to:

discover the item of customer equipment;

provide configuration information to the item of customer equipment by way of the secondary network connection;

perform testing to confirm the functioning of the item of customer equipment; and

enable monitoring of the tested item of customer equipment.

6. The system of claim 1, wherein the automated incident management device is further configured to initiate a backup of data at the customer site by way of the secondary network connection responsive to the message indicative of the customer issue with the managed service.

8. The system of claim 1, wherein the rules specify a corrective measure including at least one of rebooting the item of equipment and rebooting an item of equipment related to the item of equipment.

25. The system of claim 1, wherein the secondary network connection connects to a network that includes at least one of a public switched telephone network (PTSN) link and a wireless connection over a cellular data network.

26. The system of claim 8, wherein the item of equipment is plugged into an uninterruptible power supply and the rebooting of the item of equipment uses the uninterruptible power supply.

27. The system of claim 1, wherein the message from the customer site sent by an uninterruptible power supply in response to a loss of power at the customer site as detected by the uninterruptible power supply.

28. The system of claim 27, wherein the uninterruptible power supply powers the primary network connection while the power is down at the customer site.

7. (canceled)

9. A method, comprising:

receiving a message from a customer site, the message indicative of a customer issue with a managed service provided to the customer site by way of a primary network connection;

connecting to an item of customer equipment by way of a secondary network connection to the customer site;

retrieving information from the customer equipment by way of the secondary network connection;

attempting a corrective measure with the managed service based on the retrieved information, the corrective measure being determined according to rules that specify corrective measures likely to resolve the trouble ticket; and

updating a trouble ticket associated with the customer site responsive to the attempted corrective measure.

10. The method of claim 9, further comprising:

periodically checking a status of the item of customer equipment at the customer site;

determining whether the item of customer equipment is experiencing an issue;

correlating the experiencing of the issue with a report of the issue received from the customer site; and

creating the trouble ticket associated with the customer site when both the automated incident management device and the customer site indicate the issue at the customer site.

11. The method of claim 9, wherein the automated incident management device is further configured to:

determining whether a power source down message was received from the customer site; and

updating the trouble ticket to indicate that the trouble ticket is the result of an issue with the managed service that is a responsibly of the customer to address.

12. The method of claim 11, further comprising sending a message to the customer indicating that the issue with the managed service is the responsibility of the customer to address.

13. The method of claim 9, further comprising:

discovering the item of customer equipment;

providing configuration information to the item of customer equipment by way of the secondary network connection;

performing testing to confirm the functioning of the item of customer equipment; and

enabling monitoring of the tested item of customer equipment.

14. The method of claim 9, further comprising initiating a backup of data at the customer site by way of the secondary network connection responsive to the message indicative of the customer issue with the managed service.

15. The method of claim 9, further comprising setting configuration aspects of the item of customer equipment by way of the secondary network connection.

16. (canceled)

17. A non-transitory computer readable medium storing an application software program, the application being executable by an automated incident management device to provide operations comprising:

receiving a message from a customer site, the message indicative of a customer issue with a managed service provided to the customer site by way of a primary network connection;

connecting to an item of customer equipment by way of a secondary network connection to the customer site;

retrieving information from the customer equipment by way of the secondary network connection;

attempting a corrective measure with the managed service based on the retrieved information, the corrective measure being determined according to rules that specify corrective measures likely to resolve the trouble ticket; and

updating a trouble ticket associated with the customer site responsive to the attempted corrective measure.

18. The non-transitory computer readable medium of claim 17, further providing for operations comprising:

periodically checking a status of the item of customer equipment at the customer site;

determining whether the item of customer equipment is experiencing an issue;

correlating the experiencing of the issue with a report of the issue received from the customer site; and

creating the trouble ticket associated with the customer site when both the automated incident management device and the customer site indicate the issue at the customer site.

19. The non-transitory computer readable medium of claim 17, further providing for operations comprising:

determining whether a power source down message was received from the customer site; and

updating the trouble ticket to indicate that the trouble ticket is the result of an issue with the managed service that is a responsibly of the customer to address.

21. The non-transitory computer readable medium of claim 17, further providing for operations comprising:

discovering the item of customer equipment;

providing configuration information to the item of customer equipment by way of the secondary network connection;

performing testing to confirm the functioning of the item of customer equipment; and

enabling monitoring of the tested item of customer equipment.

23. The non-transitory computer readable medium of claim 17, further providing for operations comprising setting configuration aspects of the item of customer equipment by way of the secondary network connection.

24. The non-transitory computer readable medium of claim 17, further providing for operations comprising the rules specifying a corrective measure including at least one of rebooting the item of equipment and rebooting an item of equipment related to the item of equipment.

20. (canceled)

22. (canceled)