Notification of time-critical situations occurring at destination facilities
First Claim
1. A network advisory system interacting with a management system, the network advisory system comprising:
- means for receiving collected data related to the service being provided by one or more field service providers managed by the management system, wherein the collected data is business data associated with a specific customer account for which the service is being provided;
means for analyzing the collected data to determine whether the collected data indicates a time-critical situation associated with the specific customer account;
means for mapping the collected data to time-critical advisory information when the collected data indicates a time-critical situation; and
means for presenting the time-critical advisory information to the management system, wherein the presenting means presents the time-critical advisory information to a field service provider upon receiving a request from the management system instructing the presenting means to provide the time-critical advisory information to the field service provider.
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Accused Products
Abstract
A network advisory system that provides advisory information to a field service provider and/or a management system is disclosed. The network advisory system receives collected data from one or more destination facilities and analyzes the information to generate advisory information. If the advisory information is deemed time-critical, the information is automatically transmitted to a management system to alert the system that a time-critical situation is resident at a destination facility. The management system may determine one or more appropriate field service providers to address the time-critical situation. If the advisory information is not deemed time-critical, the information may be stored by the network advisory system until access by a requesting entity—either a management system or a field service provider.
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Citations
19 Claims
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1. A network advisory system interacting with a management system, the network advisory system comprising:
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means for receiving collected data related to the service being provided by one or more field service providers managed by the management system, wherein the collected data is business data associated with a specific customer account for which the service is being provided; means for analyzing the collected data to determine whether the collected data indicates a time-critical situation associated with the specific customer account; means for mapping the collected data to time-critical advisory information when the collected data indicates a time-critical situation; and means for presenting the time-critical advisory information to the management system, wherein the presenting means presents the time-critical advisory information to a field service provider upon receiving a request from the management system instructing the presenting means to provide the time-critical advisory information to the field service provider. - View Dependent Claims (2)
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3. In a computer network having a server computer operable to communicate with a management system through a network device, a method for providing advisory information to a field service provider, the advisory information generated from collected data being associated with a service being provided at a destination location wherein the collected data is business data associated with a specific customer account for which the service is being provided, the method comprising:
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determining whether the collected data identifies a time-critical situation associated with the specific customer account; when the collected data identifies a time-critical situation, mapping the collected data to time-critical advisory information;
responsive to the operation of mapping the collected data to time-critical advisory information, presenting the time-critical advisory information to the management system via the network device;receiving a request from the management system to present the time-critical advisory information to the field service provider; and presenting the time-critical advisory information to the field service provider. - View Dependent Claims (4, 5, 6)
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7. A computer program product readable by a computing system and encoding a computer program of instructions that, when executed by the computing system, performs a computer process for providing advisory information to a management system in a computer network having an advisory module operable to communicate with the management system through a network device, the management system managing operations of one or more field service providers employed to provide a service, the computer process comprising:
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receiving collected data related to the service being provided by the one or more field service providers, wherein the collected data is business data associated with a specific customer account for which the service is being provided; determining whether the collected data indicates a time-critical situation associated with the specific customer account; when the collected data indicates a time-critical situation, mapping the data conclusion to time-critical advisory information; and responsive to the operation of mapping the data conclusion to time-critical advisory information, establishing a communication session with the management system, wherein the time-critical advisory information is presented to the management system through the network device during the established communication session; receiving an instruction from the management system requesting that the time-critical advisory information be provided to a field service provider; and presenting the time-critical advisory information directly to the field service provider. - View Dependent Claims (8, 9, 10)
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11. In a computer network having an advisory module operable to communicate with a management system through a network device, the management system managing operations of one or more field service providers employed to provide a service, a method for providing advisory information to the management system, the method comprising:
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receiving collected data related to the service being provided by the one or more field service providers, wherein the collected data is business data associated with a specific customer account for which the service is being provided; determining whether the collected data indicates a time-critical situation associated with the specific customer account; when the collected data indicates a time-critical situation, mapping the data conclusion to time-critical advisory information; responsive to the operation of mapping the data conclusion to time-critical advisory information, establishing a communication session with the management system, wherein the time-critical advisory information is presented to the management system through the network device during the established communication session; receiving an instruction from the management system requesting that the time-critical advisory information be provided to a field service provider; and presenting the time-critical advisory information directly to the field service provider. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19)
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Specification