Customer interface system for managing communications services including toll free services

• US 7,447,736 B2
• Filed: 04/30/2004
• Issued: 11/04/2008
• Est. Priority Date: 09/26/1997
• Status: Expired due to Fees

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: MCI Communications Corporation (Verizon Communications Inc.), Verizon Business Global LLC (Verizon Communications Inc.)
• Inventors: Shifrin, Gerald A., Devine, Carol Y., Shoulberg, Richard W., Fenley, Douglas B., Brandt, Andre R., Kennington, W. Russell, Shamash, Arieh, Schwarz, Edward, Pillai, Sajan J., Suscheck, Charles A., Delano, P. Alex, Pfister, Robert A.
• Primary Examiner(s): Harrell; Robert B
• Application Number:
  US10/835,326
• Publication Number:
  US 20050172018A1
• Time in Patent Office: 1,649 Days
• Field of Search: 709/203
• US Class Current: 709/203
• 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 11/0757 by exceeding a time limit, i.e. time-out, e.g. watchdogs
• 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 11/0784 Routing of error reports, e.g. with a specific transmission path or data flow
• CPC Class Codes: G06F 11/324 Display of status information
• CPC Class Codes: G06F 11/327 Alarm or error message display
• CPC Class Codes: G06F 11/328 Computer systems status display G06F11/327 takes precedence
• 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 21/00 Security arrangements for protecting computers, components thereof, programs or data against unauthorised activity
• 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 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/06 Buying, selling or leasing transactions
• 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 41/024 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 41/142 : 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 43/045 : for graphical visualisation of monitoring data
• CPC Class Codes: H04L 43/06 : Generation of reports
• CPC Class Codes: H04L 43/062 : related to network traffic
• CPC Class Codes: H04L 43/0811 : by checking connectivity
• CPC Class Codes: H04L 43/0852 : Delays
• 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 63/0281 : 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 63/0815 : providing single-sign-on or federations
• CPC Class Codes: H04L 63/166 : at the transport layer
• CPC Class Codes: H04L 65/1101 : Session protocols
• CPC Class Codes: H04L 65/80 : Responding to QoS
• CPC Class Codes: H04L 67/02 : based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/025 : for remote control or remote monitoring of applications
• CPC Class Codes: H04L 67/04 : specially adapted for terminals or networks with limited capabilities; specially adapted for terminal portability
• CPC Class Codes: H04L 67/06 : specially adapted for file transfer, e.g. file transfer protocol [FTP]
• CPC Class Codes: H04L 67/1001 : for accessing one among a plurality of replicated servers
• CPC Class Codes: H04L 67/1038 : Load balancing arrangements to avoid a single path through a load balancer
• CPC Class Codes: H04L 67/14 : Session management for real-time applications in data packet communications networks H04L65/1066
• CPC Class Codes: H04L 67/142 : Managing session states for stateless protocols; Signalling session states; State transitions; Keeping-state mechanisms
• CPC Class Codes: H04L 67/306 : User profiles
• CPC Class Codes: H04L 67/34 : involving the movement of software or configuration parameters network booting or remote initial program loading [RIPL] G06F9/4416
• CPC Class Codes: H04L 67/53 : using third party service providers
• CPC Class Codes: H04L 67/535 : Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34
• CPC Class Codes: H04L 67/55 : Push-based network services
• CPC Class Codes: H04L 67/61 : taking into account QoS or priority requirements
• CPC Class Codes: H04L 67/62 : Establishing a time schedule for servicing the requests
• CPC Class Codes: H04L 67/63 : Routing a service request depending on the request content or context
• CPC Class Codes: H04L 67/75 : Indicating network or usage conditions on the user display
• CPC Class Codes: H04L 69/08 : Protocols for interworking; Protocol conversion
• CPC Class Codes: H04L 69/16 : Implementation or adaptation of Internet protocol [IP], of transmission control protocol [TCP] or of user datagram protocol [UDP]
• CPC Class Codes: H04L 69/329 : in the application layer [OSI layer 7]
• CPC Class Codes: H04L 9/40 : Network security protocols
• 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 network management system allows a customer of a communications service provider to manage communications services using a web server that communicates with a client web browser. The customer is able to view information associated with various communications systems and services via the client web browser. The customer is also able to submit requests for changes in service to the web server.

Claims

1. An integrated customer interface system comprising:

at least one web server configured to;

manage client sessions over an internet, the client sessions including at least one of client validation or session encryption and decryption,

provide information regarding a client'"'"'s 800 number service to a client,

receive commands associated with managing the client'"'"'s 800 number service from the client via the internet,

provide the client with network communications and traffic information associated with network communications services provided to the client,

receive a request from the client for a report,

process the request for the report, while allowing the client to continue to interact with the at least one web server,

generate the report,

provide a notification to the client that the report is completed, and

allow the client to at least one of download, view or save the report; and

at least one dispatch server for communicating with said at least one web server and a plurality of system resources, said at least one dispatch server providing verification of system access.

2. The integrated customer interface system as claimed in claim 1 wherein each of said plurality of system resources includes a proxy server for translating applet instructions to system resource instructions and data, and translating system resource data and communications to applet data for transmission to said at least one web server and a client web browser.

3. The integrated customer interface system as claimed in claim 2 wherein said system resources reside on separate resource platforms, and said system provides interoperability to said client web browser for separate resource platforms.

4. The integrated customer interface system as claimed in claim 3 wherein said at least one web server is configured to allow the client to view network communications and traffic of said client on one resource platform and manage client network communications on another resource platform.

5. The integrated customer interface system as claimed in claim 4 wherein separate java applets embedded in a home page of said system provide simultaneous session management for each of said resource platforms.

6. The integrated customer interface system as claimed in claim 1 wherein said at least one dispatch server includes a plurality of proxy servers, with a separate proxy server for each disparate system resource platform utilized by said system.

7. The integrated customer interface system as claimed in claim 6 further comprising:

a report requester proxy server for translating client web page requests for report information and data into requests for reports and data from a plurality of resource platforms.

8. The integrated customer interface system of claim 1, wherein the at least one web server is further configured to:

provide the client an interface for specifying a routing plan.

9. The integrated customer interface system of claim 8, wherein the at least one web server is further configured to:

receive a routing plan number from the client, and

verify that the client has privileges for the received routing plan number.

10. The integrated customer interface system as claimed in claim 1 wherein each client request received from a web browser is encrypted with a public key and each client request includes a client signature encrypted with a private key associated with the client for client authentication.

11. The integrated customer interface system of claim 1, wherein the at least one web server is further configured to:

provide the client an interface for selecting a routing plan,

receive a selected routing plan from the client, and

provide the client at least one of a hierarchical tree representation or a spreadsheet view of the selected routing plan.

12. A method for managing a customer'"'"'s toll free service, comprising:

providing a customer with a user interface for managing the customer'"'"'s toll free service and for requesting reports associated with the customer'"'"'s toll free service;

receiving commands associated with managing the customer'"'"'s toll free service from the customer via the user interface;

implementing changes to the customer'"'"'s toll free service based on the received commands;

receiving, from the customer, a request for a report associated with the customer'"'"'s toll free service via the user interface;

generating the report in response to the request, the generating being performed while allowing the customer to interact with the user interface;

providing a notification to the customer via the user interface that the report is completed; and

allowing the customer to download, view or save the report.

13. The method of claim 12, wherein the receiving commands comprises receiving a routing plan number.

14. The method of claim 13, wherein the receiving commands further comprises receiving a command for at least one of adding or deleting a termination to a currently implemented routing plan.

15. The method of claim 13, wherein the receiving commands further comprises receiving a command for changing a routing plan to which a working number is routed.

16. The method of claim 12, further comprising:

providing the customer with order information associated with the customer'"'"'s toll free service.

17. The method of claim 16, further comprising:

receiving a request from the customer to delete an order.

18. The method of claim 16, further comprising:

receiving a query from a customer associated with the order information; and

providing at least one order for display to the customer based on the query.

19. The method of claim 12, further comprising:

receiving a selected routing plan from the customer; and

providing a hierarchical tree representation of the selected routing plan to the customer.

20. The method of claim 12, further comprising:

receiving a selected routing plan from the customer; and

providing a spreadsheet view of the selected routing plan to the customer.