System and method for computer-aided technician dispatch and communication

• US 6,990,458 B2
• Filed: 08/28/1997
• Issued: 01/24/2006
• Est. Priority Date: 08/28/1997
• Status: Expired due to Term

• Current Assignee: CSG Systems Incorporated (CSG Systems International Incorporated)
• Original Assignee: CSG Systems Incorporated (CSG Systems International Incorporated)
• Inventors: Weber, Emery J., Harrison, Clifford A., Bush, Phillip M.
• Primary Examiner(s): NGUYEN, CUONG H
• Application Number:
  US08/919,450
• Publication Number:
  US 20030069797A1
• Time in Patent Office: 3,071 Days
• Field of Search: 705/22, 705/32, 705/412, 705 8- 9, 455/18, 455/31.2, 455/66, 455/3.1, 455/3.3, 455/4.2, 379/21, 379/93.25, 379/90.01, 379/45, 700 99-100
• US Class Current: 705/7.14
• 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 for computer aided technician dispatch and communication includes a communications system linking a plurality of subscribers, a team of technicians, a service representative, and a user. An input terminal receives information, the information includes service request information from the plurality of subscribers (116), and work order information from the team of technicians. The system, also includes a server coupled to the input terminals for processing the information and generating a graphical representation of the information, and, a display for receiving the graphical representation and presenting the graphical representation to a user. A method for computer aided technician dispatch and communication includes communicating with a plurality of subscribers and a team of technicians and receiving information, the information including service request information from the subscriber and work order information from the team of technicians. The method also includes entering the information in an input terminal coupled to a server processing the information, the processing resulting in a graphical representation of the information and displaying the graphical representation to a user.

Claims

1. A system for handling a plurality of unassigned service requests, the system comprising:

means for receiving the plurality of service requests which are upon receipt are unassigned;

means for using programming to process the plurality of unassigned service requests for the purpose of assigning to each of the plurality of unassigned service requests one or more of a plurality of technicians as a function of at least a skill level of each of the plurality of technicians, a skill level required by each of the plurality of unassigned service request;

means for considering prior service requests assigned to each of the plurality of technicians via the programming; and

an amount of time to complete each of the plurality of unassigned service requests;

means for displaying an indication if one or more of the plurality of unassigned service requests remain unassigned as a result of processing performed via the programming; and

means for displaying an indication of a status of one or more service requests that have been assigned to at least one technician via the programming.

2. The system as recited in claim 1, wherein the means for displaying an indication of a status of one or more service requests that have been assigned to at least one technician via the programming comprises a means for displaying a map showing a geographic location of the one or more service requests that have been assigned to at least one technician via the programming.

3. The system as recited in claim 1, wherein the skill level required by each of the plurality of unassigned service requests is represented by a number of points based upon a difficulty assessment of the unassigned service request.

4. The system as recited in claim 1, wherein the means for displaying an indication of a status of one or more service requests that have been assigned to at least one technician via the programming comprises a means for displaying a geographic location of one or more of the plurality of technicians.

5. The system as recited in claim 1, wherein the means for displaying an indication of a status of one or more service requests that have been assigned to at least one technician via the programming comprises a means for displaying an icon to represent a cancellation of a service request that has been assigned to at least one technician via the programming.

6. The system as recited in claim 1, wherein the means for displaying an indication of a status of one or more service requests that have been assigned to at least one technician via the programming comprises a means for displaying an icon to represent a type of each of the one or more service requests that have been assigned to at least one technician via the programming.

7. A method for handling a plurality of unassigned service requests, comprising:

receiving the plurality of service requests which are upon receipt are unassigned;

using programming for the purpose of assigning to each of the plurality of unassigned service requests one or more of a plurality of technicians as a function of at least a skill level of each of the plurality of technicians, considering a skill level required by each of the plurality of unassigned service requests, considering prior service requests assigned to each of the plurality of technicians via the programming, and an amount of time to complete each of the plurality of unassigned service requests;

displaying an indication if one or more of the plurality of unassigned service requests remain unassigned as a result of processing performed via the programming; and

displaying an indication of a status of one or more service requests that have been assigned to at least one technician via the programming.

8. The method as recited in claim 7, wherein displaying an indication of a status of one or more service requests that have been assigned to at least one technician via the programming comprises displaying a map showing a geographic location of the one or more service requests that have been assigned to at least one technician via the programming.

9. The method as recited in claim 7, wherein the skill level required by each of the plurality of unassigned service requests is represented by a number of points based upon a difficulty assessment of the unassigned service request.

10. The method as recited in claim 7, wherein displaying an indication of a status of one or more service requests that have been assigned to at least one technician via the programming comprises displaying a geographic location of one or more of the plurality of technicians.

11. The method as recited in claim 7, wherein displaying an indication of a status of one or more service requests that have been assigned to at least one technician via the programming comprises displaying an icon to represent a cancellation of a service request that has been assigned to at least one technician via the programming.

12. The method as recited in claim 7, wherein displaying an indication of a status of one or more service requests that have been assigned to at least one technician via the programming comprises displaying an icon to represent a type of each of the one or more service requests that have been assigned to at least one technician via the programming.