INTERFACING A WEBLOG TO A CENTRALIZED ISSUE MANAGEMENT SYSTEM

• US 20140149163A1
• Filed: 11/29/2012
• Published: 05/29/2014
• Est. Priority Date: 11/29/2012
• Status: Abandoned Application

• Current Assignee: Cellco Partnership, Inc. (Verizon Communications Inc.)
• Original Assignee: Cellco Partnership, Inc. (Verizon Communications Inc.)
• Inventors: DEMPSKI, David Raymond, SETTO, James Joseph Jr., FLOWERS, Sandra Lee, RAKESTRAW, Cheryl Matthews, TAYEM, Samir, BOWIE, Fraser G.
• Application Number:
  US13/688,958
• Publication Number:
  US 20140149163A1
• Time in Patent Office: Days
• US Class Current: 705/7.15
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance

Abstract

A method that automatically links a Device Forum (DF) and a Quality Center (QC) is presented. In particular, data representative of a support issue provided through an interactive support channel of a mobile communications network provider is received at a DF server. A DF support case is established, via a DF web service running on the DF server, based on the support issue. A portal is displayed to facilitate management of a plurality of DF support cases including the DF support case. Upon determining that the DF support case has been viewed more than the threshold number of times, a message that instructs a Quality Center (QC) server to handle the support issue included in the DF support case is automatically transmitted to the QC server.

Claims

1. A method comprising:

receiving, at a Data Forums (DF) server, data representative of a support issue provided by a user of mobile device through an interactive support channel of a mobile communications network provider;

establishing via a DF web service running on the DF server a DF support case based on the support issue;

displaying a portal to facilitate management of a plurality of DF support cases including the DF support case;

determining whether the DF support case has been viewed more than a threshold number of times; and

upon determining the DF support case has been viewed more than the threshold number of times, automatically transmitting a message to a Quality Center (QC) server that instructs the QC server to handle the support issue.

2. The method of claim 1, wherein the interactive support channel includes customer call centers and retail stores of the mobile communications network provider.

3. The method of claim 1, wherein the interactive support channel includes an on-line web channel of the mobile communications network provider.

4. The method of claim 1, wherein establishing the DF support case includes establishing a support case having a plurality of fields, the plurality of fields include a topic field, a type field, a replies field, and a views field.

5. The method of claim 1, wherein determining whether the DF support case has been viewed more than a threshold number of times includes determining whether the DF support case has been viewed more than the threshold number of times within a predetermined time period and the message is automatically transmitted to the QC server upon determining that the DF support case has been viewed more than the threshold number of times within the predetermined time period.

6. The method of claim 1, wherein the message includes an XML message, and the XML message includes description of the DF support case along with replies associated therewith.

7. The method of claim 1, wherein the portal includes a search filter configured to find DF support cases associated with one or more support issues.

8. The method of claim 1, wherein the portal includes an identification option configured to display a status of the DF support case, the status being:

new, answered, open, or closed.

9. The method of claim 1, further comprising:

receiving at the DF web service and from the QC web service a message including an answer to the support issue;

automatically updating the DF support case to include the answer among replies associated with the DF support case; and

updating a status of the DF support case to answered.

10. The method of claim 9, further comprising:

receiving at the DF web service and from the QC web service a message including follow-up request regarding the support issue;

automatically sending a message to a poster of the DF support case requesting a response to the follow-up request;

receiving a response from the poster; and

forwarding the response as a part of an XML message to the QC web server.

11. A method comprising:

receiving, from a Device Forums (DF) web server and at a Quality Center (QC) web server, data representative of a support issue experienced by a user of a mobile device and received through an interactive support channel of a mobile communications network provider;

establishing via a QC web service running on the QC server a QC support case based on the support issue;

displaying via the QC web service a portal to facilitate management of a plurality of QC support cases including the QC support case; and

forwarding the QC support case to a vendor associated with the mobile device for addressing the support issue included in the QC support case.

12. The method of claim 11, wherein the interactive support channel includes customer call centers and retail stores of the mobile communications network provider.

13. The method of claim 11, wherein the interactive support channel includes an on-line web channel of the mobile communications network provider.

14. The method of claim 11, wherein receiving data representative of the support issue includes automatically receiving data representative of the support issue.

15. The method of claim 11, establishing the QC support case includes establishing a QC support case having a plurality of tabs;

the plurality of tabs includes a vendor response tab, an issue management tab, and a troubleshooting tab.

16. The method of claim 11, further comprising:

receiving at the QC web server and from a vendor a message including an answer to the support issue;

automatically updating the QC support case to include the answer; and

sending a message to the DF web server including the answer.

17. The method of claim 16, wherein the message identifies a tracking number associated with the DF support case and a tracking number associated with the QC support case and further identifies the answer for including in the DF support case.

18. The method of claim 17, wherein the message includes an XML message.