Integrated interface for Web based customer care and trouble management

• US 6,032,184 A
• Filed: 09/24/1998
• Issued: 02/29/2000
• Est. Priority Date: 12/29/1995
• Status: Expired due to Term

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: MCI WorldCom, Inc. (Verizon Communications Inc.)
• Inventors: Patil, Suma P., Kunkel, Isaac A. III, Miller, David Todd, Cogger, Timothy John
• Primary Examiner(s): MacDonald, Allen R.
• Assistant Examiner(s): Kazimi, Hani M.
• Application Number:
  US09/159,701
• Time in Patent Office: 523 Days
• Field of Search: 705/1, 705/8, 705/9, 709/203, 709/204, 709/223, 709/224, 707/10, 707/104
• US Class Current: 709/223
• CPC Class Codes: G06F 11/0709 in a distributed system consisting of a plurality of standalone computer nodes, e.g. clusters, client-server systems
• CPC Class Codes: G06F 11/0769 Readable error formats, e.g. cross-platform generic formats, human understandable formats
• CPC Class Codes: G06F 11/0781 Error filtering or prioritizing based on a policy defined by the user or on a policy defined by a hardware/software module, e.g. according to a severity level
• CPC Class Codes: G06F 11/327 Alarm or error message display
• CPC Class Codes: G06F 11/3495 for systems
• CPC Class Codes: G06F 16/972 Access to data in other repository systems, e.g. legacy data or dynamic Web page generation
• CPC Class Codes: G06F 21/41 where a single sign-on provides access to a plurality of computers
• CPC Class Codes: G06F 21/552 involving long-term monitoring or reporting
• CPC Class Codes: G06F 2201/81 Threshold
• CPC Class Codes: G06F 2201/86 Event-based monitoring
• CPC Class Codes: G06F 2201/875 Monitoring of systems including the internet
• CPC Class Codes: G06F 2221/2137 Time limited access, e.g. to a computer or data
• CPC Class Codes: G06F 2221/2149 Restricted operating environment
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/06 Buying, selling or leasing transactions
• CPC Class Codes: G06Q 99/00 Subject matter not provided for in other groups of this subclass
• CPC Class Codes: H04L 12/14 Charging , metering or billing arrangements for data wireline or wireless communications
• CPC Class Codes: H04L 12/1428 Invoice generation, e.g. customization, lay-out, database processing, algorithms for calculating the bill or formatting invoices as WWW pages invoicing in general G06Q30/04
• CPC Class Codes: H04L 41/0213 : Standardised network management protocols, e.g. simple network management protocol [SNMP]
• CPC Class Codes: H04L 41/0233 : Object-oriented techniques, for representation of network management data, e.g. common object request broker architecture [CORBA]
• CPC Class Codes: H04L 41/024 : using relational databases for representation of network management data, e.g. managing via structured query language [SQL]
• CPC Class Codes: H04L 41/06 : Management of faults, events, alarms or notifications
• 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 41/142 : using statistical or mathematical methods
• CPC Class Codes: H04L 41/18 : Delegation of network management function, e.g. customer network management [CNM]
• CPC Class Codes: H04L 41/22 : comprising specially adapted graphical user interfaces [GUI]
• CPC Class Codes: H04L 41/28 : Restricting access to network management systems or functions, e.g. using authorisation function to access network configuration
• CPC Class Codes: H04L 41/5029 : Service quality level-based billing, e.g. dependent on measured service level customer is charged more or less
• CPC Class Codes: H04L 41/5064 : Customer relationship management
• CPC Class Codes: H04L 41/5074 : Handling of user complaints or trouble tickets
• CPC Class Codes: H04L 43/00 : Arrangements for monitoring or testing data switching networks
• CPC Class Codes: H04L 43/062 : related to network traffic
• CPC Class Codes: H04L 43/0811 : by checking connectivity
• CPC Class Codes: H04L 43/0817 : by checking functioning
• CPC Class Codes: H04L 51/00 : User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
• CPC Class Codes: H04L 51/234 : for tracking messages
• CPC Class Codes: H04L 63/0209 : Architectural arrangements, e.g. perimeter networks or demilitarized zones
• CPC Class Codes: H04L 63/0236 : Filtering by address, protocol, port number or service, e.g. IP-address or URL
• CPC Class Codes: H04L 63/0272 : Virtual private networks
• CPC Class Codes: H04L 63/0281 : Proxies
• CPC Class Codes: H04L 63/0464 : using hop-by-hop encryption, i.e. wherein an intermediate entity decrypts the information and re-encrypts it before forwarding it
• CPC Class Codes: H04L 63/08 : for authentication of entities cryptographic mechanisms or cryptographic arrangements for entity authentication H04L9/32
• CPC Class Codes: H04L 63/162 : at the data link layer
• CPC Class Codes: H04L 63/166 : at the transport layer
• CPC Class Codes: H04M 15/00 : Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
• CPC Class Codes: H04M 15/41 : Billing record details, i.e. parameters, identifiers, structure of call data record [CDR]
• CPC Class Codes: H04M 15/43 : Billing software details
• CPC Class Codes: H04M 15/44 : Augmented, consolidated or itemized billing statement or bill presentation
• CPC Class Codes: H04M 15/49 : Connection to several service providers
• CPC Class Codes: H04M 15/51 : for resellers, retailers or service providers
• CPC Class Codes: H04M 15/58 : based on statistics of usage or network monitoring
• CPC Class Codes: H04M 15/745 : Customizing according to wishes of subscriber, e.g. friends or family
• CPC Class Codes: H04M 15/80 : Rating or billing plans; Tariff determination aspects
• CPC Class Codes: H04M 15/8044 : Least cost routing
• CPC Class Codes: H04M 15/83 : Notification aspects
• CPC Class Codes: H04M 15/8351 : before establishing a communication
• CPC Class Codes: H04M 15/84 : Types of notifications
• CPC Class Codes: H04M 2215/0104 : Augmented, consolidated or itemised billing statement, e.g. additional billing information, bill presentation, layout, format, e-mail, fax, printout, itemised bill per service or per account, cumulative billing, consolidated billing
• CPC Class Codes: H04M 2215/0108 : Customization according to wishes of subscriber, e.g. customer preferences, friends and family, selecting services or billing options, Personal Communication Systems [PCS]
• CPC Class Codes: H04M 2215/0152 : General billing plans, rate plans, e.g. charge rates, numbering plans, rate centers, customer accounts
• CPC Class Codes: H04M 2215/0164 : Billing record, e.g. Call Data Record [CDR], Toll Ticket[TT], Automatic Message Accounting [AMA], Call Line Identifier [CLI], details, i.e. parameters, identifiers, structure
• CPC Class Codes: H04M 2215/0168 : On line or real-time flexible customization or negotiation according to wishes of subscriber
• CPC Class Codes: H04M 2215/0176 : Billing arrangements using internet
• CPC Class Codes: H04M 2215/018 : On-line real-time billing, able to see billing information while in communication, e.g. via the internet
• CPC Class Codes: H04M 2215/0188 : Network monitoring; statistics on usage on called/calling number
• CPC Class Codes: H04M 2215/42 : Least cost routing, i.e. provision for selecting the lowest cost tariff
• CPC Class Codes: H04M 2215/46 : Connection to several service providers
• CPC Class Codes: H04M 2215/54 : Resellers-retail or service providers billing, e.g. agreements with telephone service operator, activation, charging/recharging of accounts
• CPC Class Codes: H04M 2215/745 : Least cost routing, e.g. Automatic or manual, call by call or by preselection
• CPC Class Codes: H04M 2215/81 : Notifying aspects, e.g. notifications or displays to the user
• CPC Class Codes: H04M 2215/8108 : before establishing a communication
• CPC Class Codes: H04M 2215/8129 : Type of notification
• CPC Class Codes: H04M 2215/82 : Advice-of-Charge [AOC], i.e. notify subscriber of charges/cumulative charge; meter at the substation

Abstract

A system and method for opening and tracking trouble tickets over the public Internet. A customer service management system provides information included within a customer profile record to a Web enabled infrastructure which is accessible by a remote customer workstation having a Web browser and Internet access. The customer profile information is used to prepopulate data fields in dialogs used to open a trouble ticket. Once a trouble ticket is opened, the customer workstation tracks the existing trouble tickets through a browser based graphical user interface. The graphical user interface provides current and historical status reports of the actions taken to resolve a network event and the service organizations responsible for resolving the network event.

Claims

1. A system for enabling an Internet enabled customer to generate a trouble ticket which relates to a service provided by an enterprise to said customer, said system comprising:

(a) an Internet enabled customer work station to enable IP communication between said customer and a network of said enterprise;

(b) means for authenticating said customer as having trouble ticket entitlement within said enterprise;

(c) a customer service management system for generating and tracking trouble tickets, said system having at least one database for identifying said customer and trouble ticket entitlement for said customer, each of said trouble tickets having multiple data fields;

(d) means for downloading a trouble ticket to said customer work station in response to a customer request, said system prepopulating at least one field of said trouble ticket with data from said database at the time the trouble ticket is downloaded;

(e) means for assigning a ticket identifier to each trouble ticket submitted by said customer;

(f) said management system enabling independent customer and enterprise tracking of said trouble tickets prior to resolution.

2. The system as claimed in claim 1, wherein said customer workstation may populate a problem clarification field identifying a network event at the time a trouble ticket is downloaded.

3. The system as claimed in claim 1, wherein said management system enables the enterprise to populate a problem clarification field identifying a network event at the time a trouble ticket is created.

4. The system as claimed in claim 1 wherein said customer work station includes a Web browser for communicating with said enterprise and said customer service management system.

5. The system as claimed in claim 4 wherein said Web browser enables a frame defined display of data from said data base, said data including a table defining a plurality of rows and columns, with each row displaying predefined fields of a single trouble ticket.

6. The system as claimed in claim 5, wherein said fields include at least said ticket identifier, an activity code which indicates the status of the trouble ticket, and an organization field that indicates a service provider having jurisdiction of said network event represented by said trouble ticket.

7. The system as claimed in claim 6, wherein said table is scrollable within said frame, and includes a link to a remarks field for display of extended remarks.

8. The system as claimed in claim 4, wherein said IP communications includes java data downloaded from an enterprise Web server.

9. The system as claimed in claim 8 wherein said customer tracking of said trouble tickets display is enabled by a common object downloaded from said Web server.

10. A method of remotely generating a trouble ticket for a network event at a customer workstation over the Internet, wherein the event relates to a service provided by an enterprise to the customer, said method comprising:

(a) creating at least one customer record relating to a service provided to the customer by the enterprise in a customer service management system, said record including customer entitlement with respect to the service;

(b) enabling Internet access to said customer service management system by said customer;

(c) authenticating said customer entitlement at the time of customer access of said management system;

(d) downloading a trouble ticket to said customer work station over the Internet in response to a customer request, said trouble ticket having multiple data fields;

(e) prepopulating at least one field of said trouble ticket with data from said customer record at the time said ticket is downloaded;

(f) enabling at least partial completion of said trouble ticket at said customer workstation by populating a problem classification field at said customer workstation prior to a transmission of said trouble ticket to said management system; and

(g) assigning a ticket identifier to said trouble ticket when said trouble ticket is received by said management system.

11. The method of remotely generating a trouble ticket for a network event at a customer workstation over the Internet as claimed in claim 10 wherein the step of populating a problem classification field at said customer workstation is in response to a network event identified at said customer workstation.

12. The method of remotely generating a trouble ticket for a network event at a customer workstation over the Internet as claimed in claim 10 wherein the step of populating a problem classification field is conducted by the enterprise in response to a network event identified at said customer workstation.

13. The method of remotely generating a trouble ticket for a network event at a customer workstation over the Internet as claimed in claim 10 wherein the step of enabling Internet access further includes the step of downloading data files to a browser on said customer workstation at the time of access.

14. The method of remotely generating a trouble ticket for a network event at a customer workstation over the Internet as claimed in claim 13, wherein said downloading step further includes the step of downloading an application object which creates a browser frame for display of said data.

15. The method of remotely generating a trouble ticket for a network event at a customer workstation over the Internet as claimed in claim 14, wherein said downloading step further includes the downloading of data in a table view, said table view having a plurality of rows and columns, with each row defining predetermined fields from a trouble ticket to enable a customer to monitor a plurality of trouble tickets.

16. The method of remotely generating a trouble ticket for a network event at a customer workstation over the Internet as claimed in claim 15 wherein said downloading step further includes downloading data fields which include at least said ticket identifier, an activity code which indicates the status of the trouble ticket, and an organization field that indicates a service provider having jurisdiction of said network event represented by said trouble ticket.

17. The method of remotely generating a trouble ticket for a network event at a customer workstation over the Internet as claimed in claim 16 wherein said table is scrollable within said frame, and includes a link to a remarks field for display of extended remarks.

18. The method of remotely generating a trouble ticket for a network event at a customer workstation over the Internet as claimed in claim 10, wherein said downloading step occurs automatically from an enterprise Web server in response to a customer request.

19. The method of remotely generating a trouble ticket for a network event at a customer workstation over the Internet as claimed in claim 18, wherein said Web server downloads a plurality of common objects to a Web browser on said customer work station in response to a customer inquiry.

20. The method of remotely generating a trouble ticket for a network event at a customer workstation over the Internet as claimed in claim 19 wherein one or more of said objects downloaded from said Web server enables a graphical display of data from one or more trouble tickets.