System and method for providing service technicians access to dispatch information

• US 7,584,259 B2
• Filed: 04/24/2007
• Issued: 09/01/2009
• Est. Priority Date: 09/30/2002
• Status: Expired due to Fees

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Dennis, Gary J., Garris, Charles W., Ingman, Robert T., Pifer, Terri H., Allen, Diana S.
• Primary Examiner(s): JEAN GILLES, JUDE
• Application Number:
  US11/739,516
• Publication Number:
  US 20070286349A1
• Time in Patent Office: 861 Days
• Field of Search: 709/206, 709/201, 709/216, 709/218, 709/204, 707/201, 707/205
• US Class Current: 709/206
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: Y10S 707/99944 Object-oriented database structure
• CPC Class Codes: Y10S 707/99952 Coherency, e.g. same view to multiple users

Abstract

A secondary source of dispatch information is provided in the event of a failure of a primary source of dispatch information. The second source of dispatch information can be accessed electronically by service technicians in the field when the primary source of dispatch information fails so that service technicians do not have to contact operators in a central office to obtain the dispatch information. The secondary source of dispatch information can distribute the dispatch information in a number of ways including e-mail, web and other methods.

Claims

1. A system for providing access to dispatch information to a service technician, comprising:

a primary source of dispatch information accessible to the service technician, the primary source of dispatch information comprising an application server and a database;

a database store for storing the dispatch information from the primary source of dispatch information;

a backup information device accessible to the technician using an access device,

wherein the primary source transfers dispatch information from the database of the primary source to the database store and the database store transfers dispatch information to the backup information device when the database store detects that the primary source has failed.

2. The system recited in claim 1, wherein the dispatch information is organized to reflect a hierarchy of assignment groups.

3. The system recited in claim 2, wherein each assignment group has one or more supervisors and each supervisor supervises one or more service technicians.

4. The system recited in claim 1, wherein each service technician is assigned a backup information device access account unique to the service technician.

5. The system recited in claim 1, wherein the primary source of dispatch information is an integrated dispatch system.

6. The system recited in claim 1, wherein the dispatch information is stored in the database store periodically.

7. The system recited in claim 1, wherein the dispatch information from the primary source is stored in the database store at predetermined times during a day.

8. The system recited in claim 1, wherein the backup information device is an email server.

9. The system recited in claim 1, wherein the database store contains an image of the data stored on the primary source.

10. A tangible computer readable medium having instructions encoded thereon that when executed perform acts comprising:

providing dispatch information from a primary dispatch system to a service technician in response to a remote request, the primary dispatch system comprising a primary source of dispatch information;

storing dispatch information from the primary source to a database store;

transferring the dispatch information from the database store to a backup information device when the database store detects that the primary dispatch system has failed such that the service technician cannot access the dispatch information;

receiving a request for dispatch information from the service technician after the database store has detected that the primary dispatch system has failed; and

after the database store has detected that the primary dispatch system has failed, providing the dispatch information from the backup information device to the service technician in response to the remote request.

11. The computer readable medium as recited claim 10, wherein the primary source of dispatch information includes a database server that maintains a database containing the dispatch information.

12. The computer readable medium as recited in claim 10, wherein the primary source of dispatch information is an integrated dispatch system.

13. The computer readable medium as recited in claim 10, wherein the acts comprise storing the dispatch information in the database store periodically.

14. The computer readable medium as recited in claim 10, wherein the acts comprise storing the dispatch information in the database store at predetermined times during a day.

15. The computer readable medium as recited in claim 10, wherein the backup information device is an email server.

16. The computer readable medium as recited in claim 10, wherein the database store contains an image of the data stored on the primary source.

17. A method for providing access to dispatch information to a remotely located service technician, comprising:

providing dispatch information from a primary dispatch system to a service technician in response to a remote request, the primary dispatch system comprising a primary source of dispatch information;

storing dispatch information from the primary source to a database store;

transferring the dispatch information from the database store to a backup information device when the database store detects that the primary dispatch system has failed such that the service technician cannot access the dispatch information;

receiving a request for dispatch information from the service technician after the database store has detected that the primary dispatch system has failed; and

after the database store has detected that the primary dispatch system has failed, providing the dispatch information from the backup information device to the service technician in response to the remote request.

18. The method as recited claim 17, wherein the primary source of dispatch information includes a database server that maintains a database containing the dispatch information.

19. The method as recited in claim 17, wherein the primary source of dispatch information is an integrated dispatch system.