Method and apparatus for detecting service disruptions in a packet network

• US 8,804,539 B2
• Filed: 09/13/2012
• Issued: 08/12/2014
• 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 II LP (AT&T, Inc.)
• Inventors: Croak, Marian, Eslambolchi, Hossein
• Primary Examiner(s): Yuen, Kan
• Application Number:
  US13/615,481
• Publication Number:
  US 20130003563A1
• Time in Patent Office: 698 Days
• Field of Search: 370/216, 370230-235, 370241-253, 370/401, 709/223, 709/224
• US Class Current: 370/242
• CPC Class Codes: H04L 41/0609 based on severity or priority
• CPC Class Codes: H04L 41/5067 Customer-centric QoS measurements
• CPC Class Codes: H04L 41/5087 wherein the managed service relates to voice services management of VoIP services H04M7/0081

Abstract

A method and system for detecting service disruptions in a packet network is described. In one example, a plurality of data reports is received. A determination is then made as to whether a number of the plurality of data reports that pertain to a particular class has exceeded a predetermined threshold. In the event the threshold is exceeded, at least one notification is transmitted.

Claims

1. A method for detecting a service disruption in a packet network, comprising:

receiving, via a processor, a plurality of data reports, the plurality of data reports associated with a plurality of customers, wherein each of the plurality of data reports comprises a trouble ticket report that logs a customer problem by a problem class and a severity level, wherein the problem class represents a type of problem a customer is experiencing and the severity level represents how severe a problem is classified within a spectrum of the problem class, wherein the spectrum of the problem class includes a higher severity level pertaining to a loss of access to the packet network and a lesser severity level pertaining to a problem that does not include a loss of access to the packet network;

determining, via the processor, whether a number of the plurality of data reports pertaining to a particular problem class and a particular severity level associated with the particular problem class has exceeded a threshold, wherein the threshold is associated with a percentage of the plurality of data reports pertaining to the particular problem class received during a time period; and

transmitting, via the processor, a notification in response to the number exceeding the threshold.

2. The method of claim 1, wherein the packet network comprises an internet protocol network.

3. The method of claim 1, wherein the notification comprises an audible alarm.

4. The method of claim 1, wherein the notification is transmitted to a customer care center.

5. The method of claim 1, wherein the notification comprises a visual alarm.

6. The method of claim 1, wherein the notification comprises a text message.

7. The method of claim 1, wherein the notification is transmitted to a cellular phone.

8. The method of claim 1, wherein the notification is transmitted to a personal computer.

9. The method of claim 1, wherein the notification is transmitted to a pager.

10. The method of claim 1, wherein the notification is transmitted to a personal digital assistant.

11. The method of claim 1, wherein the notification is transmitted to a customer care agent.

12. The method of claim 1, wherein the notification is transmitted to a customer care manager.

13. An apparatus for detecting a service disruption in a packet network, comprising:

a processor; and

a computer-readable medium storing a plurality of instructions which, when executed by the processor, cause the processor to perform operations, the operations comprising;

receiving a plurality of data reports, the plurality of data reports associated with a plurality of customers, wherein each of the plurality of data reports comprises a trouble ticket report that logs a customer problem by a problem class and a severity level, wherein the problem class represents a type of problem a customer is experiencing and the severity level represents how severe a problem is classified within a spectrum of the problem class, wherein the spectrum of the problem class includes a higher severity level pertaining to a loss of access to the packet network and a lesser severity level pertaining to a problem that does not include a loss of access to the packet network;

determining whether a number of the plurality of data reports pertaining to a particular problem class and a particular severity level associated with the particular problem class has exceeded a threshold, wherein the threshold is associated with a percentage of the plurality of data reports pertaining to the particular problem class received during a time period; and

transmitting a notification in response to the number exceeding the threshold.

14. The apparatus of claim 13, wherein the packet network comprises an internet protocol network.

15. The apparatus of claim 13, wherein the notification comprises an audible alarm.

16. The apparatus of claim 13, wherein the notification is transmitted to a customer care center.

17. A non-transitory computer readable medium storing instructions which, when executed by a processor, causes the processor to perform operations for detecting a service disruption in a packet network, the operations comprising:

receiving a plurality of data reports, the plurality of data reports associated with a plurality of customers, wherein each of the plurality of data reports comprises a trouble ticket report that logs a customer problem by a problem class and a severity level, wherein the problem class represents a type of problem a customer is experiencing and the severity level represents how severe a problem is classified within a spectrum of the problem class, wherein the spectrum of the problem class includes a higher severity level pertaining to a loss of access to the packet network and a lesser severity level pertaining to a problem that does not include a loss of access to the packet network;

determining whether a number of the plurality of data reports pertaining to a particular problem class and a particular severity level associated with the particular problem class has exceeded a threshold, wherein the threshold is associated with a percentage of the plurality of data reports pertaining to the particular problem class received during a time period; and

transmitting a notification in response to the number exceeding the threshold.

18. The non-transitory computer readable medium of claim 17, wherein the packet network comprises an internet protocol network.

19. The non-transitory computer readable medium of claim 17, wherein the notification comprises an audible alarm.

20. The non-transitory computer readable medium of claim 17, wherein the notification is transmitted to a customer care center.