SYSTEM AND METHOD FOR COMPUTER-AIDED TECHNICIAN DISPATCH AND COMMUNICATION

• US 20030069797A1
• Filed: 08/28/1997
• Published: 04/10/2003
• Est. Priority Date: 08/28/1997
• Status: Active Grant

• Current Assignee: CSG Systems Incorporated (CSG Systems International Incorporated)
• Original Assignee: CSG Systems Incorporated (CSG Systems International Incorporated)
• Inventors: HARRISON, CLFFORD A.
• Granted Patent: US 6,990,458 B2
• Time in Patent Office: Days
• US Class Current: 705/26
• 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 10/063114 Status monitoring or status determination for a person or group
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 10/1097 Task assignment
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance

Abstract

A system and method for computer aided technician dispatch and communication are disclosed. The system comprises a communications system linking a plurality of subscribers, a team of technicians, a service representative, and a user; an input terminal (100) for receiving information, the information comprising service request information from the plurality of subscribers (116), and work order information from the team of technicians (110), a server (116) coupled to the input terminals for processing the information and generating a graphical representation of the information, and, a display (104) for receiving the graphical representation and presenting the graphical representation to a user (112). A method for computer aided technician dispatch and communication comprises five steps. Those steps are (1) communicating with a plurality of subscribers and a team of technicians; (2) receiving information, the information comprising service request information from the subscriber and work order information from the team of technicians, (3) entering the information in an input terminal, the input terminal coupled to a server; (4) processing the information, the processing resulting in a graphical representation of the information; and (5) displaying the graphical representation to a user.

Claims

1. A computer-aided technician dispatch system comprising:

a communications system linkng a plurality of subscribers, a team of technicians,

a service representative, and a user;

an input terminal for receiving information, said information comprising

service request information from the plurality of subscribers;

work order information from the team of technicians;

technician information from said team of technicians; and

,

quota information;

a server coupled to the input terminal for processing the service request information and for generating a graphical representation of the service request information; and

,

a display for receiving the graphical representation of the service request information and for presenting said graphical representation to a user.

2. The system of claim 1, wherein said communications system comprises a telephone.

3. The system of claim 1, wherein said communication system comprises at least one portable computer.

4. The system of claim 1, wherein said communication system comprises at least one facsimile machine.

5. The system of claim 1, wherein said communication system comprises electronic mail.

6. The system of claim 1, wherein said communication system comprises at least one radio.

7. The system of claim 1, wherein said display further presents said service request information to said user.

8. The system of claim 1, wherein said display further presents said work order information to said user.

9. The system of claim 1, wherein said graphical representation is presented in a map window.

10. The system of claim 7, wherein said service request information is presented in a service request information window.

11. The system of claim 8, wherein said work order information is presented in a work order window.

12. The system of claim 1, wherein said server comprises:

map generation means;

service request processing means; and

,

a database.

13. The system of claim 12, wherein said server further comprises work order processing means.

14. The system of claim 12, wherein said server further comprises technician information processing means.

15. The system of claim 12, wherein said server further comprises automatic routing means.

16. The system of claim 12, wherein said server further comprises work order generating means.

17. The system of claim 1, wherein said technician information comprises:

schedule information;

start location information;

end location information; and

,

skill information.

18. The system of claim 1, wherein said schedule information comprises:

scheduled hours information; and

,

scheduled areas information.

19. The system of claim 1, wherein said information can be edited by the user.

20. A method for computer-aided technician dispatch comprising:

communicating over a communications means with a plurality of subscribers and a team of technicians;

receiving information, said information comprising;

service request information from the plurality of subscribers, and,

work order information from the team of technicians;

entering the information in an input terminal, said input terminal coupled to a server;

processing the information, said processing resulting in a graphical representation of the information; and

,

displaying the graphical representation to a user.

21. The method of claim 20, wherein said technician information comprises:

schedule information;

start location information;

end location information; and

,

skill information.

22. The method of claim 21, wherein said schedule information comprises:

scheduled hours information; and

,

scheduled areas information.

23. The method of claim 20, further comprising updating equipment.

24. The method of claim 23, wherein said step of updating equipment comprises refreshing a converter.

25. The method of claim 23, wherein said step of updating equipment comprises adding a converter.

26. The system of claim 20, wherein said communications system comprises a telephone.

27. The system of claim 20, wherein said communication system comprises at least one portable computer.

28. The system of claim 20, wherein said communication system comprises at least one facsimile machine.

29. The system of claim 20, wherein said communication system comprises electronic mail.

30. The system of claim 20, wherein said communication system comprises at least one radio.

31. The method of claim 20, wherein said graphical representation is presented in a map window.

32. The method of claim 20, wherein said service request information is presented in a service request window.

33. The method of claim 20, wherein said work order information is presented in a work order window.