System and method for dispatching field technicians based on locations of storage locations

• US 8,948,355 B2
• Filed: 06/20/2012
• Issued: 02/03/2015
• Est. Priority Date: 12/11/2008
• Status: Expired due to Fees

• Current Assignee: At&T Delaware Intellectual Property, Inc. (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Kosseifi, Mario, Meredith, Sheldon K.
• Primary Examiner(s): Tsang, Fan
• Assistant Examiner(s): Huynh, Van D
• Application Number:
  US13/528,261
• Publication Number:
  US 20120257733A1
• Time in Patent Office: 958 Days
• Field of Search: 379/93.17, 455/456.5, 701/211
• US Class Current: 379/93.17
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/06313 Resource planning in a project environment
• CPC Class Codes: G06Q 10/087 Inventory or stock management, e.g. order filling, procurement or balancing against orders

Abstract

A method is disclosed for determining a technician to dispatch to a customer site requiring a service call. A first plurality of technicians assigned to a customer site requiring a service call is determined. A location of each of the technicians is also determined. A first plurality of distances is determined between each of the technicians and a plurality of locations at which is disposed equipment needed for the service call. A second plurality of distances is determined between each of the technicians and a plurality of service vehicles at which is disposed the equipment needed for the service call. One of the technicians is dispatched to the customer site based on the location of each of the technicians, on the first plurality of distances, and on the second plurality of distances. A system for implementing the method is disclosed.

Claims

1. A method, comprising:

obtaining, by a system having a processor, a service-call notification indicating a customer site associated with a service call; and

generating, by the system, in response to obtaining the service-call notification, and based on each of a group of characteristics, a technician dispatch for use in dispatching one of a plurality of technicians;

wherein;

the group of characteristics on which the generating is base comprises;

(a) a location of the customer site;

(b) a current inventory of equipment or each of plurality of service-vehicle storage locations;

(c) a current inventory of equipment for each of a plurality of non-service-vehicle warehouse storage locations;

(d) a location of each of the service-vehicle storage locations;

(e) a location of each of the non-service-vehicle warehouse storage locations;

(f) a location of each of the plurality of technicians;

(g) a type of problem associated with the service call, the problem being indicated b the service-call notification; and

(h) a plurality of total-transit times;

the type of problem is indicative of a part or tool needed at the customer site;

each of the plurality of total-transit times is an amount of time required for the respective technician to travel from the location of the respective technician to a waypoint, at which the part or tool is located, and from the waypoint to the location of the service call and

the waypoint, at which the part or tool is located, is selected from a group consisting of;

a first service vehicle of the plurality of service vehicles storage locations; and

a first storage location, of the plurality of warehouse storage locations.

2. The method of claim 1, further comprising dispatching, by the system, one of the plurality of technicians using the technician dispatch.

3. The method of claim 1, wherein:

the method further comprises receiving, by the system, the service call from the customer site; and

obtaining, by the system, the service-call notification includes the system generating the service-call notification in response to receiving the service call.

4. The method of claim 1, wherein:

the obtaining is performed by a site-location server of the system; and

the generating is performed by a decision-process server of the system.

5. The method of claim 4, comprising receiving, by a service-call server of the system, the location of the customer site.

6. The method of claim 1, wherein generating, by the system, the technician dispatch further includes the system generating the technician dispatch based also upon (g) a present work status of each of the plurality of technicians.

7. The method of claim 1, wherein generating, by the system, the technician dispatch further includes the system generating the technician dispatch based also upon (g) the plurality of total-transit times.

8. The method of claim 1, wherein determining, by the system, the plurality of total-transit times includes the system determining multiple total-transit times in association with each respective technician.

9. The method of claim 8, wherein generating, by the system, the technician dispatch includes the system generating the technician dispatch based also on (g) the plurality of total-transit times including the multiple total transit times associated with each of the respective technicians.

10. A system, comprising:

a server including;

a processor; and

a computer-readable medium comprising;

data indicating a current inventory of equipment for each of a plurality of service-vehicle storage locations;

data indicating a current inventory of equipment for each of a plurality of non-service-vehicle warehouse storage locations;

data indicating a location of each of the service-vehicle storage locations;

data indicating a location of each of the storage locations; and

computer-executable instructions that, when executed by the processor, causes the processor to perform operations comprising;

obtaining a service-call notification indicating a customer site associated with a service call; and

generating, in response to obtaining the service-call notification, and based on each of a group of characteristics, a technician dispatch, for use in dispatching one of a plurality of technicians;

wherein;

 

the group of characteristics on which the generating is based comprises;

 

(a) a location of the customer site;

 

(b) the current inventory of equipment for each of a plurality of service-vehicle storage locations;

 

(c) the current inventory of equipment for each of a plurality of non-service-vehicle warehouse storage locations;

 

(d) the location of each of the service vehicle storage locations;

 

(e) the location of each of the non-service-vehicle warehouse storage locations;

 

(f) a location of each of he plurality of technicians;

 

(g) a type of problem associated with the service call, the problem being indicated by the service-call notification; and

 

(h) a plurality of total-transit times;

 

the type of problem is indicative of a part or tool needed at the customer site;

 

each of the plurality of total-transit times is an amount of time required for the respective technician to travel from the location of the respective technician to a waypoint, at which the part or tool is located, and from the waypoint to the location of the service call; and

 

the waypoint, at which the part or tool is located, is selected from a group consisting of;

 

a first service vehicle, of the plurality of service vehicles storage locations; and

 

a first storage location, of the plurality of warehouse storage locations.

11. The system of claim 10, wherein:

the server comprises a site-location server and a decision-process server;

the instructions that, when executed by the processor, cause the processor to perform the obtaining operation, are part of the site-location server; and

the instructions that, when executed by the processor, cause the processor to perform the generating function, are part of the decision-process server.

12. The system of claim 10, wherein the instructions that, when executed by the processor, cause the processor to generate the technician dispatch, cause the processor to generate the technician dispatch based also upon (g) a present work status of each of the plurality of technicians.

13. The system of claim 10, wherein the instructions of the system, in causing the processor to generate the technician dispatch, cause the processor to generate the technician dispatch based also upon (g) the plurality of total-transit times.

14. The system of claim 10, wherein the instructions that, when executed by the processor, cause the processor to determine the plurality of total-transit times, cause the processor to determine multiple total-transit times in connection with each respective technician.

15. The system of claim 14, wherein the instructions that, when executed by the processor, cause the processor to generate the technician dispatch, cause the processor to generate the technician dispatch based also upon (g) the plurality of total-transit times including the multiple total-transit times associated with each of the respective technicians.

16. A computer-readable storage devices having stored thereon instructions that, when executed by a processor, cause the processor to perform operations comprising:

obtaining a service-call notification indicating a customer site associated with a service call; and

generating, by the system, in response to obtaining the service-call notification, and based on each of a group of characteristics, a technician dispatch for use in dispatching one of a plurality of technicians;

wherein;

the group of characteristics on which the generating is based comprises;

(a) a location of the customer site;

(b) a current inventory of equipment for each of a plurality of service-vehicle storage locations;

(c) a current inventory of equipment for each of a plurality of non-service-vehicle warehouse storage locations;

(d) a location of each of the service-vehicle storage locations;

(e) a location of each of the storage locations;

(f) a location of each of the plurality of technicians;

(g) a type of problem associated with the service call, the problem being indicated by the service-call notification; and

(h) a plurality of total-transit times;

the type of problem is indicative of a part or tool needed at the customer site;

each of the plurality of total-transit times is an amount of time required for the respective technician to travel from the location of the respective technician to a waypoint, at which the part or tool is located, and from the waypoint to the location of the service call; and

the waypoint at which the or tool is located is selected from a group consisting of;

a first service vehicle, of the plurality of service vehicles storage locations; and

a first storage location, of the plurality of warehouse storage locations.