Customer service maintenance automation

Electrical computers and digital processing systems: multicomput – Computer network managing – Computer network monitoring

Reexamination Certificate

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Details

C709S200000, C714S025000

Reexamination Certificate

active

06957257

ABSTRACT:
The present invention provides a method and system for automatically providing infrastructure maintenance for a customer in response to a customer form/report/ticket in a communications network that includes a core communications (voice and data communications) service and an Access Provider service. Typically, the system includes a Work-Flow Manager and a maintenance program scheduler. The Work-Flow Manager is arranged to trigger, for each customer form/report/ticket, each automatic software program/engine of a plurality of automatic software programs/engines in response to an associated milestone event for the customer form/report/ticket. The maintenance program scheduler is coupled to the Work-Flow Manager and is used for invoking at least one predetermined maintenance software program based upon predetermined criteria being met by the form/report/ticket. The method includes the steps of: generating a ticket/customer repair request regarding a problem; diagnosing the problem; testing to determine whether the problem has been fixed; generating clearance and analysis codes; notifying the customer that the system has repaired the problem; and closing out the ticket/repair request upon successful repair of the problem.

REFERENCES:
patent: 5946372 (1999-08-01), Jones et al.
patent: 6032184 (2000-02-01), Cogger et al.
patent: 6445774 (2002-09-01), Kidder et al.
patent: 6449341 (2002-09-01), Adams et al.
patent: 6513129 (2003-01-01), Tentij et al.
patent: 6631402 (2003-10-01), Devine et al.

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