Autonomous expert system for directly maintaining remote telephone switching systems

• US 4,972,453 A
• Filed: 02/28/1989
• Issued: 11/20/1990
• Est. Priority Date: 02/28/1989
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: AT&T, Inc.
• Inventors: Loeb, Karen C., Daniel, William F. III, Roush, Charles S.
• Primary Examiner(s): SCHREYER, STAFFORD
• Application Number:
  US07/317,232
• Time in Patent Office: 630 Days
• Field of Search: 379/10, 379/15, 379/14, 379/32, 371/15.1, 371/18, 364/513
• US Class Current: 379/9.03
• CPC Class Codes: G06F 11/2257 using expert systems
• CPC Class Codes: H04M 3/247 Knowledge-based maintenance systems
• CPC Class Codes: H04Q 3/625 Arrangements in the private branch exchange
• CPC Class Codes: Y10S 706/908 Electronic or computer, internal or network, circuit

Abstract

An autonomous expert system for directly maintaining remote computer systems by directly accessing the remote computer systems, diagnosing, and clearing fault conditions on those computer systems. The expert system performs those functions by first accessing a fault report from a centralized service reporting center, establishing a data connection to the computer system reporting the fault, invoking diagnostic routines on the computer system to gather data about the reported fault, analyzing the data, and, if appropriate, clearing the reported fault from the computer system. If the fault cannot be cleared, the expert system recommends maintenance procedures and replacement parts for a technician who the expert system dispatches to the remote computer. The recommendations are based on field experience stored in rules and databases maintained by the expert system. When the remote computer system is controlling a customr switching system (PBX), the expert system only invokes testing procedures in the computer system which do not disrupt stable telephone calls. The expert system access the PBX via the public telephone network.

Claims

1. A method for remotely maintaining computer systems by an expert system in conjunction with a central reporting center to which said computer systems report self-detected faults, comprising the steps of:

accessing said central reporting center by said expert system to obtain the identity of one of said computer systems reporting detected faults;

opening a maintenance session with said identified computer system by said expert system via the public telephone network in a similar manner as a human technician;

invoking diagnostic procedures on said identified computer system by said expert system to gather data about said reported faults;

analyzing said data to determine the severity of each of said reported faults by said expert system with respect to said reported faults being transitory and permanent type of faults; and

clearing transitory ones of said reported faults by said expert system upon said transitory ones of said reported faults being determined to be less severity than permanent ones of said reported faults.

2. The method of claim 1 further comprising the step of establishing a plurality of databases containing field experience on components in each of said computer systems concerning replacement of said components;

interrogating said plurality of databases for each of said permanent faults to determine when to replace components in said identified computer system; and

displaying a message defining each of said components to be replaced.

3. The method of claim 2 further comprises the step of interrogating said plurality of databases by said expert system to determine the number of fault occurrences of each component having a transitory fault in said identified computer system;

interrogating said plurality of databases to determine whether said number for each of said components exceeds a predefined threshold; and

recommending replacement of each of said components whose number exceeds said predefined threshold.

4. A method for remotely maintaining telephone switching systems by an expert system in conjunction with a central reporting center to which said switching systems report self-detected faults, comprising the steps of:

accessing said central reporting center by said expert system to obtain the identity of one of said switching systems reporting detected faults;

opening a maintenance session with said identified switching system by said expert system via the public telephone network in a similar manner as a human technician;

invoking diagnostic procedures on said identified switching system by said expert system to gather data about said reported faults;

analyzing said data to determine the severity of each of said reported faults by said expert system with respect to said reported faults being transitory and permanent type of faults; and

clearing transitory ones of said reported faults by said expert system upon said transitory ones of said reported faults being determined to be less severity than permanent ones of said reported faults.

5. The method of claim 4 further comprising the step of establishing a plurality of databases containing field experience on components in each of said switching systems concerning replacement of said components;

interrogating said plurality of databases for each of said permanent faults to determine when to replace components in said identified switching system; and

displaying a message defining each of said components to be replaced.

6. The method of claim 5 further comprises the step of interrogating said plurality of databases by said expert system to determine the number of fault occurrences of each of said components having a transitory fault in said identified switching system;

interrogating said plurality of databases to determine whether said number for each of said components exceeds a predefined threshold; and

recommending replacement of each of said components whose number exceeds said predefined threshold.

7. The method of claim 6 wherein said identified switching system has a control computer including duplicated processors with one of said processors actively controlling said identified switching system and the other of said processors being in a standby condition, the method further comprising the step of testing said other processor in said standby condition.

8. The method of claim 7 wherein said switching systems are of different manufactured vintages and said invoking step comprises the step of requesting from said identified switching system the vintage of said identified switching system thereby being able to utilize the correct diagnostic procedures.

9. A method for remotely determining replacement of components in telephone switching systems by an expert system in conjunction with a central reporting center to which said switching systems report self-detected faults, comprising the steps of:

maintaining a history database of said expert system to record detected faults by component type and component location and time of fault for each of said switching systems;

maintaining a multifault database to store on the basis of field experience recommendations on the replacement of components in said switching systems on the basis of component type and component location and time of fault by said expert system;

accessing said central reporting center by said expert system to obtain the identity of one said switching systems reporting detected faults;

opening a maintenance session with said identified switching system by said expert system in a similar manner as used by a human technician;

invoking diagnostic procedures on said identified switching system by said expert system to gather data about said reported faults and the gathered data including component type and component location and time of fault;

analyzing said data to determine the severity of each of said reported faults by said expert system with respect to being transitory and permanent types of faults;

interrogating said history database with the gathered data by said expert system to determine the number of fault occurrences of each of said components having a transitory fault in said identified switching system; and

recommending replacement of each of said components having said number that exceeds a predefined threshold in said multifault database.

10. The method of claim 9 further comprising the step of maintaining a single fault database to store on the basis of field experience recommendations on the replacement of components for permanent type faults on the basis of component type and component location by said expert system;

interrogating said single fault database by said expert system for each of said components having a permanent fault in said identified switching systems; and

recommending replacement of each of said components found in said single fault database.

11. The method of claim 10 wherein said step of recommending comprises the step of displaying information to dispatch a service technician to replace the recommended components.

12. The method of claim 11 wherein said step of opening comprises the steps of dialing a connection via a public telephone network to said identified switching system;

and

logging on to said identified switching system by said expert system.

13. The method of claim 12 wherein said interrogating step of said history database comprises the step of clearing each of said transitory fault not having an occurrence in said history database.

14. The method of claim 13 wherein said identified switching system has a control computer including duplicated processors with one of said processors actively controlling said identified switching system and the other of said processors being in a standby condition, the method further comprising the step of testing said other processor in said standby condition.

15. The method of claim 14 wherein said switching systems are of different manufactured vintages and said invoking step comprises the step of requesting from said identified switching system the vintage of said identified switching system thereby being able to utilize the correct diagnostic procedures.