Notification system and method

• US 8,082,281 B2
• Filed: 03/18/2011
• Issued: 12/20/2011
• Est. Priority Date: 12/22/1999
• 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: Ditcharo, Patricia, Wheeler, James S.
• Primary Examiner(s): AL HASHEMI, SANA A
• Application Number:
  US13/051,021
• Publication Number:
  US 20110166902A1
• Time in Patent Office: 277 Days
• Field of Search: 707/728, 707/791, 707/793, 707/796, 707/825, 707/826, 705/25, 705/37
• US Class Current: 707/825
• 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 dispatching system adjusts resources to meet real-time changes in demand. When a customer requests service, a work assignment is generated and sent to an employee. When a customer cancels the requested service, a cancellation code is sent to the employee. The cancellation code informs the employee that the work assignment has been canceled.

Claims

1. A method, comprising:

assigning a work order to a technician assigned to a location;

receiving a cancellation of the work order;

determining the technician has been dispatched to the location;

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

sending a cancellation code to the technician to cancel the assignment of the work order to the technician.

4. The method according to claim 1, further comprising sending the work order to the technician.

5. The method according to claim 1, further comprising dispatching the technician to the location.

6. The method according to claim 1, further comprising receiving a modification request to modify the work order.

7. The method according to claim 1, further comprising comparing the work order with a qualification of the technician.

8. The method according to claim 1, further comprising assigning a next assignment to the technician.

9. The method according to claim 1, further comprising comparing the work order with qualifications of a plurality of technicians.

10. The method according to claim 8, further comprising instructing the technician to remain at the location for a next assignment.

11. The method according to claim 9, further comprising selecting the technician from the plurality of technicians.

2. A system, comprising:

a dispatch unit receiving a request for service from a customer;

a plurality of access units in communication with the dispatch unit, wherein each access unit is associated with one of multiple technicians and provides each technician with information related to an infrastructure;

a database in communication with the dispatch unit, the database storing hours worked, including overtime, for each technician in a pay period and also storing a geographic location assigned to each technician;

the dispatch unit assigning a work order to an access unit associated with a technician assigned to the geographic location that matches the request for service;

the dispatch unit determining real time intervention is required to modify assignment of the work order based on the hours worked, including the overtime, by the technician in the pay period; and

the dispatch unit sending a cancellation code to the access unit associated with the technician to cancel assignment of the work order to the technician.

12. The system according to claim 2, wherein the dispatch unit sends the work order to the access unit associated with the technician.

13. The system according to claim 2, wherein the dispatch unit dispatches the technician to the location.

14. The system according to claim 2, wherein the dispatch unit receives a modification request to modify the work order.

15. The system according to claim 2, wherein the dispatch unit compares the work order with a qualification of the technician.

16. The system according to claim 2, wherein the dispatch unit assigns a next assignment to the technician.

3. A system, comprising:

a database associating a plurality of technicians to hours worked, including overtime, for each technician and a geographic location assigned to each technician;

a dispatch unit wirelessly communicating with a plurality of access units, wherein each access unit is associated with a technician of the plurality of technicians, the dispatch unit;

generating a work order;

querying the database and assigning the work order to an access unit associated with a technician assigned to a location matching the work order;

receiving a cancellation of the work order;

determining real time intervention is required to modify assignment of the work order based on the hours worked, including the overtime, by the technician in the pay period; and

sending a cancellation code to the access unit associated with the technician to cancel the work order.

17. The system according to claim 3, wherein the dispatch unit further receives a modification request to modify the work order.

18. The system according to claim 3, wherein the dispatch unit compares the work order with a qualification of the technician.