Method and apparatus for obtaining feedback regarding network services

• US 5,940,471 A
• Filed: 10/04/1996
• Issued: 08/17/1999
• Est. Priority Date: 10/04/1996
• Status: Expired due to Fees

• Current Assignee: Nortel Networks Limited (Nortel Networks Corporation)
• Original Assignee: Northern Telecom Limited (Nortel Networks Corporation)
• Inventors: Homayoun, Fereidoun
• Primary Examiner(s): Kuntz, Curtis A.
• Assistant Examiner(s): Barnie, Rexford N.
• Application Number:
  US08/720,883
• Time in Patent Office: 1,047 Days
• Field of Search: 455/437, 455/438, 455/439, 455/67.1, 455/67.7, 455/424, 455/423, 379/1, 379/2, 379/6, 379/12, 379/22, 379/26, 379/27, 379/28, 379/34, 379/19, 379/23, 379/24, 379/21, 379/25, 379/29, 379/32
• US Class Current: 379/10.03
• CPC Class Codes: H04M 3/2254 in networks

Abstract

A method and apparatus for obtaining real-time, call by call, feedback from customers as to their perceived quality of network services may be accomplished after a communication, via a network connection between a calling party and at least one called party, is completed. Upon completion, the network retains, for a predetermined period of time, at least a portion of the network connection to one of the parties involved in the communication. During this predetermined period of time, the party provides feedback in the form of a sequence of numbers entered which identify his or her perception of the quality of various aspects of the call. If the feedback is received within the predetermined period of time, the network compiles the data which can then be used to interpret the opinion of many individuals as to network service quality, information as to catastrophic failures as well as mild failures, overall service, the perceived quality of new services and features, and quality of inter-networking. In addition, the compiled data may be used for future infrastructure planning, user behavior profiles, and inter exchange carrier quality.

Claims

1. A program storage device that stores a service feedback program, wherein, when a processing unit executes the service feedback program, the processing unit facilitates telecommunications service feedback data compilations, the program storage device comprising:

first storage means for storing program instructions that, when executed by the processing unit, causes the processing unit to establish a communication via a network connection;

second storage means for storing program instructions that, when executed by the processing unit, causes the processing unit to retain at least a portion of the network connection at completion of the communication;

third storage means for storing program instructions that, when executed by the processing unit, causes the processing unit to await, for a given period of time, a feedback response from at least one participant in the communication;

fourth storage means for storing program instructions that, when executed by the processing unit, causes the processing unit to receive the feedback response via the retained portion of the network connection; and

fifth storage means for storing program instructions that, when executed by the processing unit, causes the processing unit to compile the feedback data to interpret telecommunications network services.

2. A program storage device that stores a service feedback program, wherein, when a processing unit executes the service feedback program, the processing unit facilitates telecommunications service feedback data compilations, the program storage device comprising:

first storage means for storing program instructions that, when read by the processing unit, causes the processing unit to determine termination of an existing communication;

second storage means for storing program instructions that, when read by the processing unit, causes the processing unit to disconnect a network connection supporting the existing communication;

third storage means for storing program instructions that, when read by the processing unit, causes the processing unit to establish a feedback connection between at least one communications device involved in the existing communication and a service response device; and

fourth storage means for storing program instructions that, when read by the processing unit, causes the processing unit to disconnect the feedback connection after a given period of time has elapsed.

3. A program storage device that stores a service feedback program, wherein, when a processing unit executes the service feedback program, the processing unit facilitates telecommunications service feedback data compilations, the program storage device comprising:

first storage location for storing program instructions that, when executed by the processing unit, causes the processing unit to establish a communication via a network connection;

second storage location for storing program instructions that, when executed by the processing unit, causes the processing unit to retain at least a portion of the network connection at completion of the communication;

third storage location for storing program instructions that, when executed by the processing unit, causes the processing unit to await, for a given period of time, a feedback response from at least one participant in the communication;

fourth storage location for storing program instructions that, when executed by the processing unit, causes the processing unit to receive the feedback response via the retained portion of the network connection; and

fifth storage location for storing program instructions that, when executed by the processing unit, causes the processing unit to compile the feedback data to interpret telecommunications network services.

4. A program storage device that stores a service feedback program, wherein, when a processing unit executes the service feedback program, the processing unit facilitates telecommunications service feedback data compilations, the program storage device comprising:

first storage location for storing program instructions that, when read by the processing unit, causes the processing unit to determine termination of an existing communication;

second storage location for storing program instructions that, when read by the processing unit, causes the processing unit to disconnect a network connection supporting the existing communication;

third storage location for storing program instructions that, when read by the processing unit, causes the processing unit to establish a feedback connection between at least one communications device involved in the existing communication and a service response device; and

fourth storage location for storing program instructions that, when read by the processing unit, causes the processing unit to disconnect the feedback connection after a given period of time has elapsed.