Bridge manager tool for problem management

• US 7,599,964 B1
• Filed: 10/28/2005
• Issued: 10/06/2009
• Est. Priority Date: 10/28/2005
• Status: Expired due to Fees

• Current Assignee: Sprint Communications Company LP (Deutsche Telekom AG)
• Original Assignee: Sprint Communications Company LP (Deutsche Telekom AG)
• Inventors: Bozek, John C., Fountain, Clinton W.
• Primary Examiner(s): Lee; Wilson
• Assistant Examiner(s): Allen; Nicholas E
• Application Number:
  US11/261,185
• Time in Patent Office: 1,439 Days
• Field of Search: 707/1, 707/100, 707/104.1, 711/1, 711/100, 711/200
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: Y10S 707/99945 Object-oriented database structure processing
• CPC Class Codes: Y10S 707/99948 Application of database or data structure, e.g. distributed, multimedia, or image

Abstract

A computer-implemented bridge manager tool is provided including a checklist component, a timer component, an application launching component, a note taking component, a paging component, a database component, a documentation access component, and a graphical interface. The checklist component is operable to itemize tasks related to a problem managed via the bridge manager tool. The timer component is operable to track a time aspect related to the problem managed via the bridge manager tool. The application launching component is operable to launch one or more applications external to the bridge manager tool. The note taking component is operable to document events related to a problem managed via the bridge manager tool. The paging component is operable to send a page to an individual or group and the database component is operable to store data related to a problem managed via the bridge manager tool.

Claims

1. A computer-implemented bridge manager tool comprising:

a checklist component stored as a set of computer instructions on a memory that when executed by a processor itemizes tasks, wherein the tasks include pre-bridge tasks, during-bridge tasks, and post-bridge tasks, and wherein the tasks solve a problem managed via the bridge manager tool, wherein one or more of the pre-bridge tasks include opening a conference bridge;

a timer component stored as a set of computer instructions on a memory that when executed by a processor tracks an amount of time since the bridge manager tool was launched;

an application launching component stored as a set of computer instructions on a memory that when executed by a processor links at least one application external to the bridge manager tool with at least one of the during-bridge tasks of the checklist component and launches the at least one application external to the bridge manager tool upon selection of the at least one during-bridge tasks;

a note taking component stored as a set of computer instructions on a memory that when executed by a processor documents events related to a problem managed via the bridge manager tool, the note taking component used for one or more of the during-bridge tasks;

a paging component stored as a set of computer instructions on a memory that when executed by a processor sends a page to an individual or group, the paging component launched for one or more pre-bridge tasks;

a database component stored as a set of computer instructions on a memory that when executed by a processor stores data related to a problem managed via the bridge manager tool, the database component used for one or more post-bridge tasks;

a documentation access component coupled to the database component for input and storage of data related to a problem managed via the bridge manager tool, the documentation access component used for one or more of the post-bridge tasks; and

a graphical interface stored as a set of computer instructions on a memory that when executed by a processor displays the checklist component, the timer component, the application launching component, the note taking component, the paging component and the documentation access component.

2. The computer-implemented bridge manager tool of claim 1, wherein the checklist component comprises a plurality of tasks.

3. The computer-implemented bridge manager tool of claim 1, wherein the checklist component comprises an entry field associated with each task, the entry field selected to reflect completion of the task or flagged to signal failure to complete the task within a pre-determined period of time.

4. The computer-implemented bridge manager tool of claim 1, wherein the timer component is operable to associate a time-stamp with the occurrence of an event, and store the time-stamp.

5. The computer-implemented bridge manager tool of claim 1, wherein the timer component comprises a calculation component that calculates a total outage time for an incident.

6. The computer-implemented bridge manager tool of claim 1 wherein the note taking component further stores a note in the database component.

7. The computer-implemented bridge manager tool of claim 1, wherein the paging component is pre-populated with data for paging teams and individuals relevant to the problem.

8. The computer-implemented bridge manager tool of claim 1, further comprising an alert component, wherein the alert component provides a notification when a necessary participant has failed to join a bridge.

20. The computer-implemented bridge manager tool of claim 1, wherein the graphical interface displays the checklist component, the timer component, the application launching component, the note taking component, and the documentation access component in a single view.

9. A computer-implemented method of problem management, comprising:

receiving a problem;

launching a bridge manager tool stored as a set of computer instructions on a memory by executing the set of computer instructions of the bridge manager tool on a processor to centralize problem solving activities relating to the problem;

performing one or more activities on a problem resolution checklist displayed by the bridge manager tool, the one or more activities include pre-resolution activities, active-resolution activities, and post-resolution activities;

initiating centralized coordination of the one or more pre-resolution activities to resolve the problem through the bridge manager tool, the one or more pre-resolution activities comprising;

paging one or more individuals related to resolution of the problem through the bridge manager tool; and

opening a conference bridge;

linking at least one of the one or more activities on the problem resolution checklist with one or more applications external to the bridge manager;

initiating centralized coordination of the one or more active-resolution activities to resolve the problem through the bridge manager tool, the one or more active-resolution activities comprising;

documenting the activities when performed;

flagging one or more activities if not performed within a predetermined period of time; and

launching the one or more applications external to the bridge manager tool for problem resolution upon selection of the at least one of the one or more activities on the problem resolution checklist; and

initiating centralized coordination of the one or more post-resolution activities to resolve the problem through the bridge manager tool, the one or more post-resolution activities comprising;

centrally documenting the resolution of the problem through the bridge manager tool.

10. The method of claim 9, wherein the one or more active-resolution activities further comprising documenting the resolution of the problem through note taking during active resolution of the problem through the bridge manager tool.

11. The method of claim 9, wherein the one or more active-resolution activities further comprising accessing a help desk ticket through the bridge manager tool.

12. The method of claim 9, wherein the one or more active-resolution activities further comprising:

accessing a reporting template through the bridge manager tool;

populating the reporting template with data relating to the problem; and

storing the populated reporting template.

13. The method of claim 9, wherein the one or more active-resolution activities comprising further comprising:

monitoring a first amount of time used to resolve the problem; and

monitoring a second amount of time used to complete one or more tasks towards resolving the problem.

14. A system, comprising:

a processor for processing instructions;

a memory circuit containing the instructions, the memory circuit coupled to the processor;

a mass storage device for holding a program operable to transfer the program to the memory circuit;

wherein the program on the mass storage device comprises instructions, the instructions comprising;

receiving a report that comprises problem information relating to a problem;

launching a bridge manager tool for centralized coordination of problem resolution activities for resolving the problem, wherein the bridge manager tool comprises;

a checklist component that itemizes tasks used to solve a problem managed via the bridge manager tool, the tasks including one or more pre-resolution activities and one or more active resolution activities;

a timer component that tracks a time aspect managed via the bridge manager tool;

an application launching component that links at least one application external to the bridge manager tool with at least one of the tasks of the checklist component and launches the at least one application external to the bridge manager tool upon selection of the at least one of the tasks;

a note taking component that documents events related to a problem managed via the bridge manager tool;

a paging component that sends a page to an individual or group;

a database component that stores data related to a problem managed via the bridge manager tool;

a documentation access component coupled to the database component for input and storage of data related to a problem managed via the bridge manager tool; and

a graphical interface that displays the checklist component, the timer component, the application launching component, the note taking component, the paging component and the documentation access component;

initiating centralized coordination of the one or more pre-resolution activities to resolve the problem through the bridge manager tool, the one or more pre-resolution activities comprising;

opening a conference bridge;

initiating centralized coordination of the one or more active resolution activities to resolve the problem through the bridge manager tool; and

centrally documenting the pre-resolution activities and the active resolution of the problem through the bridge manager tool.

15. The system of claim 14, wherein the one or more pre-resolution activities further comprising paging one or more individuals related to resolution of the problem through the bridge manager tool.

16. The system of claim 14, wherein the one or more active resolution activities further comprising:

documenting the activities when performed; and

flagging one or more activities if not performed within a predetermined period of time.

17. The system of claim 14, wherein the one or more active resolution activities further comprising launching one or more applications external to the bridge manager tool for problem resolution.

18. The system of claim 14, wherein the one or more active resolution activities further comprising documenting the resolution of the problem by note taking during active resolution of the problem through the bridge manager tool.

19. The system of claim 14, wherein the one or more active resolution activities further comprising:

accessing a help desk ticket through the bridge manager tool;

accessing a reporting template through the bridge manager tool;

populating the reporting template with data relating to the problem;

storing the populated reporting template;

monitoring a first amount of time used to resolve the problem; and

monitoring a second amount of time used to complete one or more tasks towards resolving the problem.