Method and apparatus for enabling auto-ticketing for endpoint devices

• US 8,094,568 B1
• Filed: 04/22/2005
• Issued: 01/10/2012
• Est. Priority Date: 04/22/2005
• Status: Expired due to Fees

• Current Assignee: AT&T Corporation (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Croak, Marian, Eslambolchi, Hossein
• Primary Examiner(s): Moe, Aung S
• Assistant Examiner(s): Chung, Hoon J
• Application Number:
  US11/112,903
• Time in Patent Office: 2,454 Days
• Field of Search: 370/216, 370/242, 370/221, 370/248, 714/2, 714/26, 714/31, 714/48, 379/9, 379/9.01, 379/9.03, 379/9.04, 379/221.03, 379/221.04
• US Class Current: 370/242
• CPC Class Codes: G06F 11/0709 in a distributed system consisting of a plurality of standalone computer nodes, e.g. clusters, client-server systems
• CPC Class Codes: G06F 11/0748 in a remote unit communicating with a single-box computer node experiencing an error/fault remote testing G06F11/2294
• CPC Class Codes: G06F 11/0754 by exceeding limits
• CPC Class Codes: G06F 11/0766 Error or fault reporting or storing
• CPC Class Codes: H04L 41/0677 Localisation of faults
• CPC Class Codes: H04L 41/5074 Handling of user complaints or trouble tickets

Abstract

A method and system for transmitting data corresponding to at least one endpoint device problem in a packet communications network is described. Specifically, an endpoint device detects at least one problem that pertains to the endpoint device. The endpoint device then generates data pertaining to the endpoint device problem. Lastly, the endpoint device then transmits the data detailing that endpoint device problem to the packet communications network.

Claims

1. A method for transmitting data corresponding to an endpoint device problem to a packet network, comprising:

generating the data corresponding to the endpoint device problem at an endpoint device, wherein the data comprises statistics related to the endpoint device problem, wherein the generating is responsive to the endpoint device problem being detected by a server in the packet network, wherein the endpoint device problem comprises a problem with communicating with the packet network;

transmitting the data from the endpoint device to the packet network, wherein the data is intended to be used for diagnosing the endpoint device problem; and

receiving an alarm generated by the server in the packet network at the endpoint device associated with a customer if a solution that resolves the endpoint device problem is not found within a predefined period of time, wherein the endpoint device comprises an internet protocol endpoint device.

2. The method of claim 1, wherein the endpoint device is certified to be capable of accessing a service on the packet network.

3. The method of claim 2, further comprising:

providing the endpoint device that has been certified with an option to transmit the data to the packet network prior to transmitting the data.

4. The method of claim 1, wherein the data comprises a trouble ticket report.

5. The method of claim 1, further comprising:

if the solution that resolves the endpoint device problem is found, receiving the solution that resolves the endpoint device problem from the packet network.

6. The method of claim 1, wherein the packet network is an internet protocol network.

7. A non-transitory computer readable storage medium having stored thereon instruction that, when executed by a processor, cause the processor to perform a method for transmitting data corresponding to an endpoint device problem to a packet network, comprising:

generating the data corresponding to the endpoint device problem at an endpoint device, wherein the data comprises statistics related to the endpoint device problem, wherein the generating is responsive to the endpoint device problem being detected by a server in the packet network, wherein the endpoint device problem comprises a problem with communicating with the packet network;

transmitting the data from the endpoint device to the packet network, wherein the data is intended to be used for diagnosing the endpoint device problem; and

receiving an alarm generated by the server in the packet network at the endpoint device associated with a customer if a solution that resolves the endpoint device problem is not found within a predefined period of time, wherein the endpoint device comprises an internet protocol endpoint device.

8. The non-transitory computer readable storage medium of claim 7, wherein the endpoint device is certified to be capable of accessing a service on the packet network.

9. The non-transitory computer readable storage medium of claim 8, further comprising:

providing the endpoint device that has been certified with an option to transmit the data to the packet network prior to transmitting the data.

10. The non-transitory computer readable storage medium of claim 7, wherein the data comprises a trouble ticket report.

11. The non-transitory computer readable storage medium of claim 7, further comprising:

if the solution that resolves the endpoint device problem is found, receiving the solution that resolves the endpoint device problem from the packet network.

12. The non-transitory computer readable storage medium of claim 7, wherein the packet network is an internet protocol network.

13. A method for providing a solution corresponding to an endpoint device problem in a packet network, comprising:

detecting by a server in the packet network the endpoint device problem pertaining to an endpoint device, wherein the endpoint device problem comprises a problem with communicating with the packet network;

receiving data corresponding to the endpoint device problem generated by the endpoint device, wherein the data comprises statistics related to the endpoint device problem, wherein the packet network diagnoses the endpoint device problem using the data transmitted from the endpoint device;

searching for the solution that resolves the endpoint device problem pertaining to the endpoint device; and

transmitting an alarm generated by the server in the packet network to the endpoint device associated with a customer if the solution that resolves the endpoint device problem fails to be found within a predefined period of time, wherein the endpoint device comprises an Internet protocol endpoint device.

14. The method of claim 13, wherein the endpoint device is certified to be capable of accessing a service on the packet network.

15. The method of claim 14, further comprising:

providing the endpoint device that has been certified with an option to transmit the data to the packet network prior to transmitting the data.

16. The method of claim 13, wherein the data comprises a trouble ticket report.

17. The method of claim 13, wherein the packet network is an internet protocol network.