Notification system and method

• US 7,617,248 B2
• Filed: 04/25/2003
• Issued: 11/10/2009
• Est. Priority Date: 12/22/1999
• Status: Expired due to Fees

• Current Assignee: Bellsouth Intellectual Property Corporation (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Ditcharo, Patricia, Wheeler, James S.
• Primary Examiner(s): AL HASHEMI, SANA A
• Application Number:
  US10/422,815
• Publication Number:
  US 20040024789A1
• Time in Patent Office: 2,391 Days
• Field of Search: 707/1, 707/2, 707/10, 707/200, 707100-102, 707/104.1
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: G06Q 10/063116 Schedule adjustment for a person or group
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 10/109 Time management, e.g. calendars, reminders, meetings or time accounting
• CPC Class Codes: G06Q 20/20 Point-of-sale [POS] network systems
• CPC Class Codes: G06Q 40/04 Trading; Exchange, e.g. stocks, commodities, derivatives or currency exchange
• CPC Class Codes: Y10S 707/99936 Pattern matching access
• CPC Class Codes: Y10S 707/99943 Generating database or data structure, e.g. via user interface
• CPC Class Codes: Y10S 707/99945 Object-oriented database structure processing

Abstract

A dispatch and notification system that can adjust resources to meet and accommodate real time changes in demand or load is disclosed. The system provides an automated assembly that includes provisions that provide an effective and low cost arrangement that notifies technicians of real time changes in their scheduled work. The system can determine if a real time intervention in a technician'"'"'s schedule is necessary and can notify the technician in near real time of changes in assigned tasks.

Claims

1. A system for dispatching technicians, comprising:

(a) a dispatch unit receiving request for service; and

(b) a plurality of access units in communication with the dispatch unit, each access plurality of access units associated with each of a plurality of technicians, each access unit providing access to information related to an infrastructure, and each access unit allowing each of the plurality of technicians to run tests on a customer'"'"'s equipment,

the dispatch unit receiving a request for service from a customer, generating an assignment having a plurality of attributes associated with the request, comparing the plurality of attributes associated with the request with a plurality of qualifications associated with the each of the plurality of technicians, selecting a technician based upon a matching of attributes and qualifications and proximity to a location of the request for service, sending the assignment to the selected technician, the assignment instructing the selected technician to perform the requested service, and the dispatch unit monitoring a cancellation by the customer of the request for service, and the dispatch unit notifying the selected technician in real-time of the cancellation.

2. The system of claim 1, wherein the system further includes a database including criteria of a work history, number of overtime hours, an availability and qualifications of the each of the plurality of technicians, and suitable location to which the each of the plurality of technicians is the most beneficially dispatched.

3. The system of claim 1, wherein the system monitor additional request for service and requests to change service received before performance of the assignment, and

when it is determined that the selected technician should be diverted from performing the assignment as a result from the additional requests or the requests to change service, the system communicates a scheduling change message to the selected technician before performance of the assignment.

4. The system of claim 3, wherein new assignments are generated for the additional requests for service.

5. A system for dispatching and notifying employees, comprising:

a dispatch unit adapted to receive request for service;

an access unit in communication with the dispatch unit, wherein the access unit is associated with an employee, the access unit providing access to information related to an infrastructure, and the access unit allowing the employee to run tests on a customer'"'"'s equipment;

a database including a number of hours, including overtime, the employee has worked in a pay period and locations in proximity to a geographic location to which the employee is assigned;

a notifying unit in communication with the dispatch unit and the database; and

a messaging unit in communication with the notifying unit,

the dispatch unit receiving a first request for service, generating a work assignment, sending the work assignment to the employee, and monitoring additional requests for service or request to change service received after the first request, and

when it is determined that modification of t he work assignment is needed based on number of hours worked by the employee and a cancellation of the first request for service, the dispatch unit communicates appropriate information to the notifying unit, and the notifying unit locates the employee and provides real time adjustment information to the employee through the message unit, the real time adjustment instructing the employee to remain at current location for a next assignment.

6. The system of claim 5, the system including a plurality of access units, each of the plurality of the access units associated with each of a plurality of employees, and the database includes schedule information and qualifications of the plurality of employees.

7. The system of claim 6, wherein the dispatch unit generates the work assignment, matches the work assignment to one of the plurality of employees having availability and acceptable qualifications for performing the work assignment, and sends the work assignment to the of the plurality of employees.

8. A method for dispatching and notifying employees, comprising:

receiving a first request for service;

generating a work assignment in response to the first request of service;

selecting an employee assigned to a geographic region that is proximate to a location associated with the first request for service;

sending the work assignment to the employee;

monitoring a second request for service received after the first request for service;

analyzing the second request for service;

receiving a cancelation of the first request for service;

determining a condition exists where i) the employee has been dispatched to the location associated with the work assignment and ii) a request has been received to modify the work assignment;

determining that real time intervention is required to modify the work assignment based on the number of hours worked, including overtime, by the employee in a pay period and based on the modification of the work assignment; and

sending a cancelation code to the employee informing the employee that the work assignment has been canceled.

9. The method of 8, wherein selecting an employee includes matching the work assignment to one of a plurality of employees having availability and acceptable qualifications for performing the work assignment.

10. The method of 8, wherein the method further includes notifying the employee when it is determined that real time intervention is required.

11. A system for dispatching technicians comprising:

(a) a dispatch unit capable of receiving requests for service and generating work assignments associated with the requests; and

(b) an access unit, wherein the access unit is associated with a technician, the access unit providing access to information related to an infrastructure, and the access unit allowing the technician to run tests on a customer'"'"'s equipment,

the dispatch unit receiving a first request for service, generating a work assignment, scheduling a technician to perform the work assignment, sending the work assignment to the technician assigned to a geographic region that is proximate to a location associated with the work assignment, receiving a cancelation of the work assignment, determining a condition exists where i) the technician has been dispatched to the location associated with the work assignment, ii) a request has been received to modify the work assignment, and iii) the request to modify the work assignment was received before performance of the work assignment, determining that real time intervention is required to modify the work assignment based on the number of hours worked, including overtime, by the employee in a pay period and based on the modification of the work assignment; and

sending a cancelation code to the employee informing the employee that the work assignment has been canceled.

12. The system of claim 11, wherein when it is determined that the work assignment needs to be modified, the system communicates a modification message to the assigned technician before performance of the work assignment.

13. The system of claim 11, wherein the system further includes a notifying unit in communication with the dispatch unit.

14. The system of claim 13, wherein when it is determined that the work assignment needs to be modified, the dispatch unit forwards information related to modification of the work assignment to the notifying unit, and the notifying unit identifies the technician associated with the work assignment and communicates a modification message to the technician in real time.