Configuration extensions for a telecommunications service provider
First Claim
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1. A method comprising:
- storing a customer account record with a customer care database of a customer care system, the customer care system comprising a processor, a memory coupled to the processor, and the customer care database coupled to the processor;
defining workflows in the memory of the customer care system, the workflows comprising a suspend asset workflow, a resume asset workflow, and a dunning cleaning workflow;
receiving a dunning action request batch file from an external dunning system;
the customer care system storing the received dunning action request batch file in the memory;
the customer care system processing the dunning action request batch file and responsively updating a customer dunning status field in the customer account record;
when the dunning action request batch file includes a suspension request for a customer asset, initiating execution of the suspend asset workflow in the customer care system to create an asset suspension order, and communicating suspension of the customer asset to the external dunning system;
when the dunning action request batch file includes a re-activation request for a customer asset, initiating execution of the resume asset workflow in the customer care system to create an asset re-activation order, and communicating re-activation of the customer asset to the external dunning system;
synchronizing a local database of a mobile client with the customer care database of the customer care system; and
using the mobile client to perform a troubleshooting investigation of the customer care system.
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Abstract
A customer care architecture integrates a full range of customer care and dunning billing features in a customer care system. The customer care architecture defines and implements multiple workflows which support dunning action requests while centralizing customer account control at the customer care system in an end-to-end telecommunications system framework. The customer care architecture thereby supports interaction, communication, and synchronization with existing and established dunning accounting systems.
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Citations
20 Claims
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1. A method comprising:
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storing a customer account record with a customer care database of a customer care system, the customer care system comprising a processor, a memory coupled to the processor, and the customer care database coupled to the processor; defining workflows in the memory of the customer care system, the workflows comprising a suspend asset workflow, a resume asset workflow, and a dunning cleaning workflow; receiving a dunning action request batch file from an external dunning system; the customer care system storing the received dunning action request batch file in the memory; the customer care system processing the dunning action request batch file and responsively updating a customer dunning status field in the customer account record; when the dunning action request batch file includes a suspension request for a customer asset, initiating execution of the suspend asset workflow in the customer care system to create an asset suspension order, and communicating suspension of the customer asset to the external dunning system; when the dunning action request batch file includes a re-activation request for a customer asset, initiating execution of the resume asset workflow in the customer care system to create an asset re-activation order, and communicating re-activation of the customer asset to the external dunning system; synchronizing a local database of a mobile client with the customer care database of the customer care system; and using the mobile client to perform a troubleshooting investigation of the customer care system. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A system comprising:
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a customer care system comprising; a communication interface operable to communicate with an external dunning system; memory coupled to the communication interface, the memory comprising; a customer account record; a dunning action request batch file received from the external dunning system; a batch processing script operable to process the received dunning action request batch file and responsively update a customer dunning status field in the customer account record; a suspend/resume workflow executed by the customer care system for suspending a customer asset or re-activating a customer asset in accordance with the received dunning action request batch file; and an account modification workflow for communicating suspension of the customer asset to the external dunning system; a processor coupled to the memory which executes the batch processing script, the suspend/resume workflow, and the account modification workflow; a customer care database coupled to the processor; a mobile client comprising a local database, wherein the mobile client for synchronizing the local database with the customer care database via the communication interface, wherein the mobile client for performing a troubleshooting investigation of the customer care system. - View Dependent Claims (10, 11, 12, 13, 14, 15)
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16. A system comprising:
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a dunning processing system comprising; a dunning communication interface; a memory comprising a dunning financial accounting system which periodically generates a dunning action request batch file; and a processor coupled to the memory which executes the accounting system and which communicates the dunning action request batch file through the dunning communication interface; a customer care processing system comprising; a customer care communication interface coupled to the dunning communication interface; a memory comprising; a dunning cleaning workflow; a customer asset suspend/resume workflow; an account modification workflow; a customer account record comprising a customer dunning status field; and a batch processing script for processing the received dunning action request batch file; and a processor coupled to the memory which executes the batch processing script and responsively updates the customer dunning status field, wherein the processor further executes the customer asset suspend/resume workflow in response to a Suspend or Activate status in the customer dunning status field and further executes the account modification workflow to communicate customer asset suspension or reactivation to the dunning processing system; a customer care database coupled to the processor; a mobile client comprising a local database, wherein the mobile client for synchronizing the local database with the customer care database via the customer care communication interface, wherein the mobile client for performing a troubleshooting investigation of the customer care processing system; wherein the dunning processing system is external to the customer care processing system. - View Dependent Claims (17, 18, 19, 20)
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Specification