System, method and article of manufacture for providing a customer interface in a hybrid network

• US 6,195,697 B1
• Filed: 06/02/1999
• Issued: 02/27/2001
• Est. Priority Date: 06/02/1999
• Status: Expired due to Term

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: AC Properties B.V.
• Inventors: Bowman-Amuah, Michel K.
• Primary Examiner(s): Rinehart, Mark H.
• Assistant Examiner(s): PIERCE, IVAN
• Application Number:
  US09/324,982
• Time in Patent Office: 636 Days
• Field of Search: 709/250, 709/224, 370/352, 707/10, 379/88.25
• US Class Current: 709/224
• CPC Class Codes: H04L 2012/5626 Network management, e.g. Intelligent nets
• CPC Class Codes: H04L 41/18 Delegation of network management function, e.g. customer network management [CNM]
• CPC Class Codes: H04L 41/5003 Managing SLA; Interaction between SLA and QoS
• CPC Class Codes: H04L 41/5032 Generating service level reports
• CPC Class Codes: H04L 41/5061 characterised by the interaction between service providers and their network customers, e.g. customer relationship management
• CPC Class Codes: H04Q 11/0478 Provisions for broadband connections

Abstract

According to a broad aspect of a preferred embodiment of the invention, a Customer Interface Process is provided. First, a service level agreement is received for a hybrid network customer. Next, the service level agreement is stored after which inquiries are received from network customers reflecting occurrences related to the hybrid network. Thereafter, events are generated based on the customer inquiries and the service level agreement.

Claims

1. A method for interacting directly with a customer and generating events based on that interaction in a hybrid network, comprising the steps of:

a) receiving a service level agreement for a hybrid network customer;

b) storing the service level agreement;

c) receiving inquiries directly from the hybrid network customer reflecting occurrences related to the hybrid network;

d) generating events based on the service level agreement and at least one of the customer inquiries;

e) directing the event to an appropriate process;

f) outputting to the customer a response to the customer inquiries, wherein the response includes performance information if the customer inquiry relates to network performance; and

g) proactively notifying the customer of a planned maintenance outage.

2. A method as recited in claim 1, wherein the event is an order for a network service event.

3. A method as recited in claim 1, wherein the event is a trouble report event.

4. A method as recited in claim 1, wherein the event is a billing inquiry event.

5. A method as recited in claim 1, further comprising the step of tracking the status of the generated event to completion.

6. A method as recited in claim 1, further comprising the step of providing security measures which prevent a first customer from affecting the network usage of a second customer.

19. A method as recited in claim 1, wherein the customer inquiries relate to at least one of sales, service order, payment issue, billing, problems, and performance.

20. A method as recited in claim 1, wherein the response includes a notification that a quality management process has alerted a sales process to slow sales for keeping service levels within target levels.

7. A system for interacting directly with a customer and generating events based on that interaction in a hybrid network, comprising:

a) logic that receives a service level agreement for a hybrid network customer;

b) logic that stores the service level agreement;

c) logic that receives inquiries directly from the hybrid network customer reflecting occurrences related to the hybrid network;

d) logic that generates events based on the service level agreement and at least one of the customer inquiries;

e) logic that directs the event to an appropriate process;

f) logic that outputs to the customer a response to the customer inquiries, wherein the response includes performance information if the customer inquiry relates to network performance; and

g) logic that proactively notifies the customer of a planned maintenance outage.

8. A system as recited in claim 7, wherein the event is an order for a network service event.

9. A system as recited in claim 7, wherein the event is a trouble report event.

10. A system as recited in claim 7, wherein the event is a billing inquiry event.

11. A system as recited in claim 7, further comprising logic that tracks the status of the generated event to completion.

12. A system as recited in claim 7, further comprising logic that provides security measures which prevent a first customer from affecting the network usage of a second customer.

13. A computer program embodied on a computer readable medium for interacting directly with a customer and generating events based on that interaction in a hybrid network, comprising:

a) a code segment that receives a service level agreement for a hybrid network customer;

b) a code segment that stores the service level agreement;

c) a code segment that receives inquiries directly from the hybrid network customer reflecting occurrences related to the hybrid network;

d) a code segment that generates events based on the service level agreement and at least one of the customer inquiries;

e) a code segment that directs the event to an appropriate process;

f) a code segment that outputs to the customer a response to the customer inquiries, wherein the response includes performance information if the customer inquiry relates to network performance; and

g) a code segment that proactively notifies the customer of a planned maintenance outage.

14. A computer program as recited in claim 13, wherein the event is an order for a network service event.

15. A computer program as recited in claim 13, wherein the event is a trouble report event.

16. A computer program as recited in claim 13, wherein the event is a billing inquiry event.

17. A computer program as recited in claim 13, further comprising a code segment that tracks the status of the generated event to completion.

18. A computer program as recited in claim 13, further comprising a code segment that provides security measures which prevent a first customer from affecting the network usage of a second customer.