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Customer service maintenance automation

  • US 6,957,257 B1
  • Filed: 08/29/2000
  • Issued: 10/18/2005
  • Est. Priority Date: 08/29/2000
  • Status: Expired due to Fees
First Claim
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1. An automatic customer maintenance system for automatically providing infrastructure maintenance in response to a customer form/report/ticket in a communications network that includes a core communications service and an Access Provider service, comprising:

  • a Work-Flow Manager, arranged to automatically trigger, for each customer form/report/ticket, at least one automatic diagnosis software program from a plurality of automatic diagnosis software programs without human intervention for automatically generating a ticket/customer repair request regarding a problem and diagnosing the problem by using the at least one automatic diagnosis software program and using an automatic linking program for automatically linking and correlating the customer form/report/ticket with another ticket for problem occurring in a higher level facility/equipment; and

    a Maintenance Program Scheduler, coupled to the Work-Flow Manager, for invoking at least one predetermined maintenance software program based upon predetermined criteria being met by the form/report/ticket, and the results of the at least one automatic diagnosis software program, for automatically testing to determine whether the problem has been fixed, automatically generating clearance information and analysis codes on the ticket, automatically notifying the customer that the system has repaired the problem and automatically closing out the ticket/customer repair request upon successful repair of the problem, without human intervention.

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