Methods and systems to avoid unproductive dispatches

• US 8,675,822 B2
• Filed: 09/29/2005
• Issued: 03/18/2014
• Est. Priority Date: 09/29/2005
• Status: Active Grant

• Current Assignee: Sbc Knowledge Ventures, L.P.
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Brewer, Jason, Rives, David G.
• Primary Examiner(s): TRAN, QUOC DUC
• Application Number:
  US11/238,197
• Publication Number:
  US 20070081633A1
• Time in Patent Office: 3,092 Days
• Field of Search: 379 9- 904, 379/10.01, 379/10.03, 379/15.01, 379/15.03, 379/201.03, 379/201.12
• US Class Current: 379/9.03
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Abstract

Methods and systems are disclosed to dispatch service resources in a communication network. An example method disclosed herein receives a notice of error for a user service, identifies equipment associated with the user service, analyzes the equipment to generate a dispatch instruction, and automatically executes the dispatch instruction in response to the equipment analysis.

Claims

1. A method to dispatch service resources comprising:

receiving a notice of error for a user service;

identifying, using a processor, a non-premises network element (NE) associated with the user service based on a user service identifier, the non-premises NE not being physically located within a customer premises;

querying a network database to identify an equipment control command associated with the identified non-premises NE;

sending the equipment control command to the identified non-premises NE and receiving a response therefrom; and

automatically invoking a dispatch instruction based on the non-premises NE response, wherein the dispatch instruction comprises a service type.

2. A method as defined in claim 1 wherein receiving a notice of error comprises receiving a telephone number associated with the user service.

3. A method as defined in claim 1 wherein identifying equipment associated with the user service comprises querying a database to correlate the user service identifier with the non-premises NE associated with the user service.

4. A method as defined in claim 3 wherein the user service identifier comprises at least one of a telephone number, an account number, or an address.

5. A method as defined in claim 1 wherein sending the equipment control commands comprises executing scripts to send equipment commands and receive equipment responses.

6. A method as defined in claim 5 further comprising querying a database for received non-premises NE responses and, if found, selecting a corresponding dispatch instruction.

7. A method as defined in claim 1 wherein automatically executing the dispatch instruction in response to the non-premises NE response comprises forwarding the dispatch instruction to a service fleet dispatch system.

8. A method as defined in claim 1 wherein the service type comprises an authorization level or a technician level.

9. A method as defined in claim 8 wherein the authorization level is at least one of zero authorization or full authorization.

10. A method as defined in claim 8 wherein the technician level is at least one of a standard technician, an advanced technician, or a network engineer.

11. A method as defined in claim 10 wherein the standard technician includes a zero authorization level.

12. A method as defined in claim 10 wherein the advanced technician includes a full authorization level.

13. A method as defined in claim 1 wherein automatically executing the dispatch instruction comprises dispatching resources based on at least one of a geographic proximity, the service type, or a third party contractor type.

14. A resource dispatch system comprising:

a correlation engine to receive a service identifier of a network user experiencing a communication service error, and to query a network database to identify an equipment control command associated with a non-premises network element (NE) associated with the service identifier; and

a dispatch engine to automatically analyze the non-premises NE via the equipment control command and determine a dispatch instruction, wherein the dispatch instruction comprises a service type.

15. A resource dispatch system as defined in claim 14 wherein the service identifier comprises at least one of a telephone number, an account number, or an address.

16. A resource dispatch system as defined in claim 14 further comprising a dispatch instruction database to store a plurality of dispatch instructions.

17. A resource dispatch system as defined in claim 16 wherein the dispatch instruction database further comprises a plurality of script routines for the non-premises NE.

18. A resource dispatch system as defined in claim 14 further including at least one script program to analyze the non-premises NE.

19. A resource dispatch system as defined in claim 18 wherein the at least one script program comprises at least one of iHTML script, Cold Fusion, Python, or Perl.

20. A resource dispatch system as defined in claim 14 further comprising a user interface to receive the service identifier of the network user and initiate scripts to automatically analyze the non-premises NE.

21. A resource dispatch system as defined in claim 14 further comprising a service fleet dispatch system, wherein the dispatch engine is to automatically forward the dispatch instruction to the service fleet dispatch system in response to determining the dispatch instruction.

22. A resource dispatch system as defined in claim 14 further including a plurality of network users.

23. A resource dispatch system as defined in claim 14 further including a plurality of network elements.

24. A resource dispatch system as defined in claim 14 wherein the service type is at least one of zero authorization level or full authorization level.

25. A resource dispatch system as defined in claim 14 wherein the service type is at least one of a standard technician, an advanced technician, or a network engineer.

26. An article of manufacture storing machine readable instructions that, when executed, cause a machine to:

receive a service identifier associated with a communication service;

identify a non-premises network element (NE) associated with the service identifier;

query a network database to identify an equipment control command associated with the identified non-premises NE;

send the equipment control command to the identified non-premises NE and receive a response therefrom;

and

invoke a dispatch instruction based on the non-premises NE response, wherein the dispatch instruction comprises a service type.

27. An article of manufacture as defined in claim 26 wherein the service identifier comprises at least one of a telephone number, an account number, or an address.

28. An article of manufacture as defined in claim 26 wherein the machine readable instructions, when executed, cause the machine to query the database to determine a non-premises NE associated with the communication service.

29. An article of manufacture as defined in claim 26 wherein the machine readable instructions comprise a script program to send commands and receive responses from the non-premises NE.

30. An article of manufacture as defined in claim 27 wherein the machine readable instructions, when executed, cause the machine to send at least one of ASCII format commands, SCPI commands, or TL1 commands.

31. An article of manufacture as defined in claim 26 wherein the service type comprises at least one of an authorization level or a technician level.

32. An article of manufacture as defined in claim 31 wherein the authorization level comprises at least one of no authorization or full authorization.

33. An article of manufacture as defined in claim 31 wherein the technician level comprises at least one of a standard technician, an advanced technician, or a network engineer.

34. An article of manufacture as defined in claim 26 wherein the machine readable instructions, when executed, cause the machine to dispatch resources based on at least one of a geographic proximity, a service type, an authorization level, or a third party contractor type.