发明名称 |
Customer service maintenance automation |
摘要 |
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.
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申请公布号 |
US6957257(B1) |
申请公布日期 |
2005.10.18 |
申请号 |
US20000649974 |
申请日期 |
2000.08.29 |
申请人 |
AT&T CORP. |
发明人 |
BUFFALO CLARENCE W.;CENTOFANTE FRANCES;CHAO CHIN-WANG;HOU BRIAN T.;KOLMODIN CHRISTIAN P.;LIN SHU-CHIH;OLSCHWANG ELLIOT P.;TEIXEIRA FERNANDO |
分类号 |
G06F11/00;G06F11/273;G06F15/16;G06F15/173;(IPC1-7):G06F15/173 |
主分类号 |
G06F11/00 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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