Processes and systems for screening work orders

• US 7,308,094 B1
• Filed: 09/04/2001
• Issued: 12/11/2007
• Est. Priority Date: 09/04/2001
• Status: Expired due to Fees

• Current Assignee: AT&T Intellectual Property, Inc. (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property, Inc. (AT&T, Inc.)
• Inventors: Jean, David R., Marcopulos, Judy M., Scherer, Rita H.
• Primary Examiner(s): TRAN, QUOC DUC
• Application Number:
  US09/946,269
• Time in Patent Office: 2,289 Days
• Field of Search: 379/9.02, 379/9.03, 379/9.04, 379/9, 379/15.01, 379/27.01, 379/29.01, 379/1.01
• US Class Current: 379/379
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: H04M 3/2263 Network management

Abstract

Processes and systems are disclosed for screening a work order to diagnose and to isolate trouble in a telephone system. One embodiment includes communicating with a communications network and acquiring work order information, the work order information representing the work order. The work order information may be annotated with at least one of a date, a time, and an origin of the work order. The work order information is filtered for a screening criteria, with the screening criteria having a corresponding action. The work order information is updated according to the corresponding action, with the corresponding action updating at least one of a telephone system status code, a telephone system route code, and a narrative portion describing the telephone system. The process screens the work order for known indications of trouble in the telephone system.

Claims

1. A process of screening a work order to diagnose and to isolate trouble in a telephone system, the process comprising the steps of:

communicating with a communications network and acquiring work order information, the work order information representing the work order;

annotating the work order information with at least one of a date, a time, and an origin of the work order;

filtering the work order information for a screening criteria, the screening criteria having a corresponding action; and

updating the work order information according to the corresponding action, the corresponding action updating at least one of a telephone system status code, a telephone system route code, and a narrative portion describing the telephone system,

whereby the process screens the work order for known indications of trouble in the telephone system.

2. A process of screening a work order according to claim 1, further comprising associating an employee code to the work order information.

3. A process of screening a work order according to claim 1, further comprising assigning a specific telephone system status code if the screening criteria is not found.

4. A process of screening a work order according to claim 1, further comprising assigning a specific telephone system route code if the screening criteria is not found.

5. A process of screening a work order according to claim 1, wherein the step of filtering the work order information for the screening criteria comprises filtering the work order information for a nearest appointment date.

6. A process of screening a work order according to claim 1, wherein the step of filtering the work order information for the screening criteria comprises filtering the work order information for a nearest appointment time.

7. A process of screening a work order according to claim 1, wherein the step of filtering the work order information for the screening criteria comprises filtering the work order information for an oldest date.

8. A process of screening a work order according to claim 1, wherein the step of filtering the work order information for the screening criteria comprises filtering the work order information for an oldest time.

9. A process of screening a work order according to claim 1, further comprising filtering the work order information for a subsequent screening criteria, the subsequent screening criteria also having subsequent corresponding action.

10. A process of screening a work order according to claim 9, further comprising updating the work order information according to the subsequent corresponding action.

11. A process of screening a work order according to claim 9, further comprising updating the work order information with a second telephone system status code.

12. A process of screening a work order according to claim 1, further comprising manually updating the work order information if the screening criteria is not found.

13. A process of screening a work order according to claim 12, wherein the step of manually updating the work order information comprises manually updating at least one of the telephone system status code, the telephone system route code, and the narrative portion within the work order.

14. A process of screening a work order according to claim 12, further comprising creating a screening activity log, the screening activity log describing at least one screening of the work order.

15. A process of screening a work order to diagnose and to isolate trouble in a telephone system, the process comprising the steps of:

communicating with a communications network and requesting that the work order be annotated with at least one of a date, a time, and an origin of the work order;

communicating with the communications network and inquiring if the work order contains a screening criteria, the screening criteria having a corresponding action; and

communicating with the communications network and requesting that the work order be updated according to an action corresponding to the screening criteria, the corresponding action updating at least one of a telephone system status code, a telephone system route code, and a narrative portion describing the telephone system,

whereby the process screens the work order to diagnose and to isolate the trouble in the telephone system.

16. A process of screening a work order according to claim 15, further comprising requesting that an employee code be associated with the work order.

17. A process of screening a work order according to claim 15, further comprising requesting that a specific telephone system status code be assigned if the screening criteria is not found.

18. A process of screening a work order according to claim 15, further comprising requesting that a specific telephone system route code be assigned if the screening criteria is not found.

19. A process of screening a work order according to claim 15, wherein the step of inquiring if the work order contains the screening criteria comprises inquiring if the work order contains a nearest appointment date.

20. A process of screening a work order according to claim 15, wherein the step of inquiring if the work order contains the screening criteria comprises inquiring if the work order contains a nearest appointment time.

21. A process of screening a work order according to claim 15, wherein the step of inquiring if the work order contains the screening criteria comprises inquiring if the work order contains an oldest date.

22. A process of screening a work order according to claim 15, wherein the step of inquiring if the work order contains the screening criteria comprises inquiring if the work order contains an oldest time.

23. A process of screening a work order according to claim 15, further comprising requesting that the work order be searched for a subsequent screening criteria, the subsequent screening criteria also having subsequent corresponding action.

24. A process of screening a work order according to claim 23, further comprising requesting that the work order be updated according to the subsequent corresponding action.

25. A process of screening a work order according to claim 23, further comprising requesting that the work order be updated with a second telephone system status code.

26. A process of screening a work order according to claim 15, further comprising permitting a manual update of the work order if the screening criteria is not found.

27. A process of screening a work order according to claim 26, wherein the step of permitting a manual update of the work order comprises permitting a manual update of at least one of the telephone system status code, the telephone system route code, and the narrative portion within the work order.

28. A process of screening a work order according to claim 26, further comprising requesting a screening activity log, the screening activity log describing at least one screening of the work order.

29. A process of screening a work order to diagnose trouble in a telephone system, the process comprising the steps of:

communicating with a communications network and acquiring work order information, the work order information representing the work order;

searching the work order information for a predetermined characteristic of the telephone system; and

updating the work order information with a predetermined action, the predetermined action corresponding to the predetermined characteristic of the telephone system,

whereby the work order is screened for characteristics that help diagnose trouble in the telephone system.

30. A process of screening a work order according to claim 29, wherein searching the work order information for the predetermined characteristic comprises searching the work order information for at least one of a telephone system trouble code, a telephone system central office failure, a telephone system cable failure, and a telephone system terminal equipment failure.

31. A process of screening a work order according to claim 29, wherein searching the work order information for the predetermined characteristic comprises searching the work order information for at least one of a designation of a region, a designation of a time zone, a designation of an area, and a designation of a district.

32. A process of screening a work order according to claim 29, wherein searching the work order information for the predetermined characteristic comprises searching the work order information for at least one of a designation of a manager, a designation of a supervisor, and a designation of a technician.

33. A process of screening a work order according to claim 29, wherein searching the work order information for the predetermined characteristic comprises searching the work order information for a predetermined characteristic of a telephone system local loop.

34. A process of screening a work order according to claim 29, wherein searching the work order information for the predetermined characteristic comprises searching the work order information for a predetermined characteristic of a digital subscriber line system.

35. A process of screening a work order according to claim 29, wherein searching the work order information for the predetermined characteristic comprises searching the work order information for a predetermined characteristic of a fiber optic network system.

36. A process of screening a work order according to claim 29, wherein searching the work order information for the predetermined characteristic comprises searching the work order information for a predetermined characteristic of a digital loop carrier equipment system.

37. A process of screening a work order according to claim 29, wherein searching the work order information for the predetermined characteristic comprises searching the work order information for a predetermined characteristic of a telephone system pair gain equipment system.

38. A process of screening a work order according to claim 29, further comprising annotating the work order information with at least one of a date, a time, and an origin of the work order.

39. A process of screening a work order according to claim 29, wherein the step of updating the work order information with the predetermined action comprises updating at least one of a telephone system status code, a telephone system route code, and a narrative portion describing the telephone system.

40. A process of screening a work order to diagnose trouble in a telephone system, the process comprising the steps of:

communicating with a communications network and acquiring work order information, the work order information representing the work order;

annotating the work order information with at least one of a date, a time, and an origin of the work order;

searching the work order information for a predetermined characteristic of the telephone system; and

updating the work order information with a predetermined action, the predetermined action corresponding to the predetermined characteristic of the telephone system, the predetermined action updating at least one of a telephone system status code, a telephone system route code, and a narrative portion describing the telephone system,

whereby the work order is screened for characteristics that help diagnose trouble in the telephone system.

41. A process of screening a work order according to claim 40, wherein searching the work order information for the predetermined characteristic comprises searching the work order information for at least one of a telephone system trouble code, a telephone system central office failure, a telephone system cable failure, and a telephone system terminal equipment failure.

42. A process of screening a work order according to claim 40, wherein searching the work order information for the predetermined characteristic comprises searching the work order information for at least one of a designation of a region, a designation of a time zone, a designation of an area, and a designation of a district.

43. A process of screening a work order according to claim 40, wherein searching the work order information for the predetermined characteristic comprises searching the work order information for at least one of a designation of a manager, a designation of a supervisor, and a designation of a technician.

44. A process of screening a work order according to claim 40, wherein searching the work order information for the predetermined characteristic comprises searching the work order information for a predetermined characteristic of a telephone system local loop.

45. A process of screening a work order according to claim 40, wherein searching the work order information for the predetermined characteristic comprises searching the work order information for a predetermined characteristic of a digital subscriber line system.

46. A process of screening a work order according to claim 40, wherein searching the work order information for the predetermined characteristic comprises searching the work order information for a predetermined characteristic of a fiber optic network system.

47. A process of screening a work order according to claim 40, wherein searching the work order information for the predetermined characteristic comprises searching the work order information for a predetermined characteristic of a digital loop carrier equipment system.

48. A process of screening a work order according to claim 40, wherein searching the work order information for the predetermined characteristic comprises searching the work order information for a predetermined characteristic of a telephone system pair gain equipment system.

49. A process of screening a work order to diagnose trouble in a telephone system, the process comprising the steps of:

communicating with a communications network and requesting a search of work order information for a predetermined characteristic of the telephone system, the work order information representing the work order; and

communicating with the communications network and requesting an update of the work order information according to a predetermined action, the predetermined action corresponding to the predetermined characteristic of the telephone system, the predetermined action updating at least one of a telephone system status code, a telephone system route code, and a narrative portion describing the telephone system,

whereby the work order is screened for characteristics that help diagnose trouble in the telephone system.

50. A process of screening a work order according to claim 49, wherein requesting the search of the work order information comprises requesting a search for at least one of a telephone system trouble code, a telephone system central office failure, a telephone system cable failure, and a telephone system terminal equipment failure.

51. A process of screening a work order according to claim 49, wherein requesting the search of the work order information comprises requesting a search for at least one of a designation of a region, a designation of a time zone, a designation of an area, and a designation of a district.

52. A process of screening a work order according to claim 49, wherein requesting the search of the work order information comprises requesting a search for at least one of a designation of a manager, a designation of a supervisor, and a designation of a technician.

53. A process of screening a work order according to claim 49, wherein requesting the search of the work order information comprises requesting a search for a characteristic of a telephone system local loop.

54. A process of screening a work order according to claim 49, wherein requesting the search of the work order information comprises requesting a search for a characteristic of a digital subscriber line system.

55. A process of screening a work order according to claim 49, wherein requesting the search of the work order information comprises requesting a search for a characteristic of a fiber optic network system.

56. A process of screening a work order according to claim 49, wherein requesting the search of the work order information comprises requesting a search for a characteristic of a digital loop carrier equipment system.

57. A process of screening a work order according to claim 49, wherein requesting the search of the work order information comprises requesting a search for a characteristic of a telephone system pair gain equipment system.

58. A process of screening a work order according to claim 49, further comprising communicating with the communications network and requesting the work order information be annotated with at least one of a date, a time, and an origin of the work order.

59. A process of screening a work order to diagnose trouble in a telephone system, the process comprising the steps of:

communicating with a communications network and requesting work order information be annotated with at least one of a date, a time, and an origin of the work order, the work order information representing the work order;

communicating with the communications network and requesting a search of the work order information for a predetermined characteristic of the telephone system; and

communicating with the communications network and requesting an update of the work order information according to a predetermined action, the predetermined action corresponding to the predetermined characteristic of the telephone system, the predetermined action updating at least one of a telephone system status code, a telephone system route code, and a narrative portion describing the telephone system,

whereby the work order is screened for characteristics that help diagnose trouble in the telephone system.

60. A process of screening a work order according to claim 59, wherein requesting the search of the work order information comprises requesting a search for at least one of a telephone system trouble code, a telephone system central office failure, a telephone system cable failure, and a telephone system terminal equipment failure.

61. A process of screening a work order according to claim 59, wherein requesting the search of the work order information comprises requesting a search for at least one of a designation of a region, a designation of a time zone, a designation of an area, and a designation of a district.

62. A process of screening a work order according to claim 59, wherein requesting the search of the work order information comprises requesting a search for at least one of a designation of a manager, a designation of a supervisor, and a designation of a technician.

63. A process of screening a work order according to claim 59, wherein requesting the search of the work order information comprises requesting a search for a characteristic of a telephone system local loop.

64. A process of screening a work order according to claim 59, wherein requesting the search of the work order information comprises requesting a search for a characteristic of a digital subscriber line system.

65. A process of screening a work order according to claim 59, wherein requesting the search of the work order information comprises requesting a search for a characteristic of a fiber optic network system.

66. A process of screening a work order according to claim 59, wherein requesting the search of the work order information comprises requesting a search for a characteristic of a digital loop carrier equipment system.

67. A process of screening a work order according to claim 59, wherein requesting the search of the work order information comprises requesting a search for a characteristic of a telephone system pair gain equipment system.

68. A system for screening a work order, comprising:

a Screening Manager module searching work order information for a screening criteria, the work order information representing the work order, the Screening Manager updating the work order according to an action corresponding to the search criteria, the action updating at least one of a telephone system status code, a telephone system route code, and a narrative portion describing the telephone system; and

a processor capable of searching the work order information and capable of updating the work order information.

69. A computer program product for screening a work order to diagnose trouble in a telephone system;

comprising;

a computer-readable medium; and

a Screening Manager module stored on the medium, the Screening Manager module searching work order information for a screening criteria, the work order information representing the work order, the Screening Manager updating the work order according to an action corresponding to the search criteria, the action updating at least one of a telephone system status code, a telephone system route code, and a narrative portion describing the telephone system.