U.S. patent application number 11/522760 was filed with the patent office on 2007-01-18 for mobile gateway interface.
Invention is credited to Mitchell E. Davis, Gary J. Dennis, Curt Kaloustian, Ralph J. JR. Mills, Roland T. JR. Morton, Steven G. Smith, Robert H. JR. Willis.
Application Number | 20070015491 11/522760 |
Document ID | / |
Family ID | 36974589 |
Filed Date | 2007-01-18 |
United States Patent
Application |
20070015491 |
Kind Code |
A1 |
Smith; Steven G. ; et
al. |
January 18, 2007 |
Mobile gateway interface
Abstract
A mobile gateway interface that enables a supervisor to conduct
typical office transactions via a remote device while the
supervisor is away from the office. The remote device can be one of
several items, including, for example, wireless telephones,
interactive pagers, personal digital assistants, laptop computers
with wireless modem, and the like. The supervisor uses the remote
device to log into the mobile gateway interface. After the
authentication process, the supervisor makes a transaction request
through the remote device. A transaction server, which is part of
the mobile gateway interface, interacts with one or more resources
to process or execute the transaction request. The resources can
include an intranet, the Internet, and various legacy systems.
Preferably, the mobile gateway interface includes one or both voice
and front-end data servers that facilitate the authentication
process and execution of the transaction request.
Inventors: |
Smith; Steven G.; (Roswell,
GA) ; Mills; Ralph J. JR.; (Atlanta, GA) ;
Willis; Robert H. JR.; (Louisville, KY) ; Kaloustian;
Curt; (Marietta, GA) ; Davis; Mitchell E.;
(Palmetto, GA) ; Morton; Roland T. JR.; (Atlanta,
GA) ; Dennis; Gary J.; (Duluth, GA) |
Correspondence
Address: |
CANTOR COLBURN LLP - BELLSOUTH
55 GRIFFIN ROAD SOUTH
BLOOMFIELD
CT
06002
US
|
Family ID: |
36974589 |
Appl. No.: |
11/522760 |
Filed: |
September 18, 2006 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
|
|
10028271 |
Dec 28, 2001 |
7110745 |
|
|
11522760 |
Sep 18, 2006 |
|
|
|
Current U.S.
Class: |
455/411 |
Current CPC
Class: |
H04L 63/0861 20130101;
H04L 67/025 20130101; H04W 12/10 20130101; G06Q 10/06 20130101;
H04W 12/068 20210101; H04L 63/083 20130101; H04M 3/4938
20130101 |
Class at
Publication: |
455/411 |
International
Class: |
H04M 1/66 20060101
H04M001/66 |
Claims
1. A method for enabling a supervisor to perform office
transactions from a field location comprising the steps of:
receiving a login request from a supervisor through a remote
device; determining whether the supervisor is an authorized user;
receiving a transaction request from the supervisor if the
supervisor is an authorized user; interacting with one or more
resources to execute the transaction request; and providing a
feedback to the supervisor in response to the transaction request
through the remote device.
2. The method of claim 1, wherein the remote device is a
telephone.
3. The method of claim 2, wherein the login request includes one or
more of a user ID and a password spoken by the supervisor.
4. The method of claim 3, further comprising the step of comparing
characteristics of the supervisor's voice with voice exemplars of
authorized users.
5. The method of claim 2, wherein the transaction request is a
spoken command provided by the supervisor.
6. The method of claim 1, wherein the remote device is a wireless
device.
7. The method of claim 6, wherein the login request includes a
mobile identification number associated with the wireless
device.
8. The method of claim 6, further comprising the step of comparing
the mobile identification number with registered mobile
identification numbers associated with authorized users.
9. The method of claim 1, wherein the resources include one or more
of a legacy system, an Intranet, and the Internet.
10. The method of claim 1, wherein the resources includes one or
more of a security information management system, an outside plant
construction management system, a loop qualification system, a work
activity statistical sampling system, a fleet operations support
system, a fleet optimizer system, an integrated technician
performance system, a network monitoring and analysis system, a
proactive maintenance administration system, an integrated dispatch
system, a mechanized time reporting system, an employee scheduling
program, an open system interconnect platform, and an outside plant
engineering design system.
11. A system for enabling a supervisor to perform office
transactions comprising: a remote device operable by the supervisor
from a field location; a mobile gateway interface adapted to
interface with the remote device during a communications session;
and one or more resources adapted to interact with the remote
device through the mobile gateway interface during the
communications session, wherein the supervisor performs an office
transaction through the resources using the remote device via the
mobile gateway interface, wherein the office transaction involves
one or more technicians associated with the supervisor.
12. The system of claim 11, wherein the mobile gateway interface is
adapted to determine whether the supervisor is an authorized user
of the system.
13. The system of claim 12, wherein the mobile gateway interface
comprises one or more of a front-end voice server, a front-end data
server, and a transaction server.
14. The system of claim 13, wherein the mobile gateway interface
further comprises a database, wherein the database is accessible by
one or both of the front-end voice server and the front-end data
server, and wherein the database includes user information
associated with the supervisor.
15. The system of claim 13, wherein the transaction server
processes a transaction request received from the supervisor using
the remote device if the supervisor is an authorized user of the
system.
16. A mobile gateway interface for enabling supervisors to perform
office transactions by using a remote device at a field location
comprising: one or more front-end servers adapted to determine
whether a supervisor who submits a login request through the remote
device during a communications session is an authorized user; and a
transaction server coupled to the front-end servers, wherein the
transaction server interfaces between the remote device and one or
more resources during the communications session to process a
transaction request received from the supervisor if the supervisor
is an authorized user, and wherein the resources are related to
technicians associated with the supervisor.
17. The mobile gateway interface of claim 16, wherein the resources
includes one or more of a security information management system,
an outside plant construction management system, a loop
qualification system, a work activity statistical sampling system,
a fleet operations support system, a fleet optimizer system, an
integrated technician performance system, a network monitoring and
analysis system, a proactive maintenance administration system, an
integrated dispatch system, a mechanized time reporting system, an
employee scheduling program, an open system interconnect platform,
and an outside plant engineering design system.
18. The mobile gateway interface of claim 16, wherein one of the
front-end servers is a voice server.
19. The mobile gateway interface of claim 16, wherein one of the
front-end servers is a data server.
20. The mobile gateway interface of claim 16, further comprising a
database accessible to the front-end servers, wherein the database
includes user information associated with authorized users of the
mobile gateway interface.
21. A method for performing office transactions using a remote
device comprising the steps of: registering user information
associated with one or more authorized supervisors; receiving a
login request from a supervisor, wherein the login request includes
identity information associated with the supervisor; reviewing the
identity information to determine whether the identity information
matches the user information; and allowing the supervisor to
perform a transaction using one or more resources related to
technicians if the supervisor is an authorized supervisor.
22. The method of claim 21, wherein the transaction relates to one
or more of (a) locating a technician; (b) querying load associated
with a technician; (c) creating a proactive maintenance action
ticket; (d) identifying a technician on high time; (e) obtaining
details about a technician and a vehicle associated with the
technician; (f) assigning a new vehicle to a technician; (g)
updating a technician's temporary schedule; (h) completing a safety
and service defect form; (i) completing a safety observation form;
(j) finding a technician nearest to a field location; (k) obtaining
loop qualification results; (l) managing e-mail accounts; (m)
completing a quality review form; (n) making sales referrals; and
(o) finding out what time a technician leaves a work center.
Description
CROSS-REFERENCE TO RELATED APPLICATIONS
[0001] This application is a continuation of U.S. patent
application Ser. No. 10/028,271 filed Dec. 28, 2001, the contents
of which are incorporated by reference herein in their
entirety.
FIELD OF THE INVENTION
[0002] The present invention relates generally to the field of work
force management and, more particularly, to systems and methods
that enable supervisors to perform typical office transactions
while being away from the office.
BACKGROUND OF THE INVENTION
[0003] In most industries in which technicians are dispatched to
field locations to provide services to customers, their supervisors
are available in home offices to provide them with support,
coordinate projects, and perform various office transactions. The
supervisors have access in their offices to a number of resources,
including various legacy systems, a company intranet, e-mail
accounts, the Internet, and the like. Through these resources, the
supervisors can perform various transactions, including those
associated with the supervision of the technicians. For example, a
supervisor may use a dispatch system, which is one of the
resources, to determine which technician is closest to a particular
field location.
[0004] The dispatch system and all such resources become
unavailable to the supervisor when the supervisor himself is in the
field. The supervisor may be in the field to respond to customer
calls, provide training to new technicians, attend meetings, or for
other reasons. As the resources are unavailable to him while he is
on the road, the supervisor's ability to supervise his technicians
becomes severely challenged. Currently, the supervisor must rely on
someone else, perhaps another supervisor who is in the office, to
obtain the needed information from the office resources.
[0005] FIG. 1 is a schematic diagram showing a known method for a
supervisor to obtain information from the resources in the office
while the supervisor is away from the office. Supervisor 110 is at
a field location away from the office at which dispatch system 152
is located. Supervisor 110 needs to know the whereabouts of
technician 160. Supervisor 110 uses communications device 120,
e.g., a wireless telephone, to call maintenance center 150. During
a voice communications session via communication network 130, a
colleague of supervisor 110 at maintenance center 150 obtains the
name of technician 160 from supervisor 110. The colleague then
consults dispatch system 152 from which information associated with
technician 160 is obtained. The information may include, for
example, the last dispatch time, the GPS coordinates of technician
160's current location, how many jobs technician 160 has been
scheduled to perform that day, and so on. The colleague then
conveys the information to supervisor 110 during the voice
communications session.
[0006] On any given day, maintenance center 150 may be flooded with
calls from supervisor 110 and hundreds of other supervisors
attempting to obtain similar or the same information from dispatch
system 152. Thus, the known method often results in significant
time wasted by supervisor 110 and his colleagues. This known method
is therefore highly inefficient. Accordingly, there is a need for a
system and method that would enable supervisor 110 to access
resources in the office directly.
SUMMARY OF THE INVENTION
[0007] The present invention is a system and method that enables a
user (e.g., a supervisor) to conduct typical office transactions on
office resources while the user is away from the office. Using a
remote device, the user of the invention interacts with the
resources in the office through a mobile gateway interface (MGI).
The remote device can be any one of several types of devices
including, for example, a desktop computer, a wireline telephone, a
wireless telephone, a wireless personal digital assistant (PDA), an
interactive pager (I-pager), a laptop computer with a wireless
modem, and the like.
[0008] In one embodiment, the remote device is a telephone. Using
the telephone, the user dials a telephone number associated with
the MGI. The MGI includes a front-end voice server and a
transaction server. The front-end voice server interfaces between
the telephone and the transaction server. The front-end voice
server interprets a spoken command from the user and translates the
spoken command into a transaction request that can be understood by
the transaction server. When the transaction server receives the
transaction request, the transaction server interacts with various
resources in the office. The various resources can include, for
example, various legacy systems, a company intranet, e-mail
accounts, the Internet, and the like. After the transaction server
has executed the transaction request, the transaction server
provides feedback to the front-end voice server in response to the
transaction request. The front-end voice server translates the
feedback into a speech segment that can be heard by the user on the
telephone. Thus, through the MGI, the user can perform typical
office transactions as if the user were in the office.
[0009] Preferably, in addition to speech recognition, the front-end
voice server is adapted to perform voice authentication and speech
synthesis functions. The front-end voice server authenticates the
user based on a voice exemplar previously provided by the user.
Using speech synthesis, the voice server provides a menu of
operations from which the user can select. By speaking into the
telephone the user selects an operation and provides any additional
data needed for the operation. Using speech recognition, the
front-end voice server prepares a transaction request based on the
spoken user input. The transaction request is forwarded to the
back-end system resources via the MGI. The back-end system
resources respond to the transaction request with a feedback. The
MGI forwards the feedback to the front-end voice server. The voice
server formats the feedback and outputs the feedback to the
telephone. Preferably, the feedback may be a synthesized speech
segment that can be reproduced by a speaker of the telephone.
Alternatively, the feedback can be represented as text which can be
presented on a display of the telephone.
[0010] In another embodiment in which the remote device is a
computer, PDA, I-pager, or another data processing device, the MGI
includes a front-end data server that is coupled with the
transaction server. Through the front-end data server, the
transaction server interfaces between the remote device and the
resources, permitting the user to conduct typical office
transactions using the remote device. Like the front-end voice
server, the front-end data server is preferably adapted to
determine whether the user is an authorized user of the system
before access to the transaction server is granted. The
authentication process can be performed using one of several
methods. For example, the front-end data server can be adapted to
recognize certain pre-approved passwords.
[0011] In an exemplary system adaptable for a telephone company,
the resources can include all legacy systems associated with the
telephone company. The exemplary system provides at least the
following benefits to the telephone company:
[0012] supervisors are available in the field without losing their
abilities to perform office transactions using the resources in
their offices;
[0013] technicians have more access to their supervisors;
[0014] increased safety awareness can be obtained among the
technicians due to the presence of their supervisors in the
field;
[0015] increased efficiency can be expected from the technicians
due to increased availability of the supervisors in the field;
[0016] faster response time to customers can be achieved due to the
availability of supervisors to work on field projects; and
[0017] mentoring opportunities between supervisors and technicians
can be increased.
BRIEF DESCRIPTION OF THE DRAWINGS
[0018] FIG. 1 is a schematic diagram showing a known method that
enables a supervisor to obtain information from a legacy
system.
[0019] FIG. 2 is a schematic diagram showing a high-level view of
the system architecture of an embodiment of the invention.
[0020] FIG. 3 is a flow diagram illustrating exemplary steps that
could be used to implement an embodiment of the invention.
[0021] FIG. 4 is a schematic diagram showing the system
architecture of a preferred embodiment of the invention.
[0022] FIG. 5 is a flow diagram illustrating exemplary steps that
could be used to implement a preferred embodiment of the
invention.
DETAILED DESCRIPTION OF THE INVENTION
[0023] FIG. 2 is a schematic diagram showing a high-level view of
the system architecture of an embodiment of the invention.
[0024] Desktop computer 221, wireline telephone 222, wireless
telephone 223, PDA 224, I-pager 225, and laptop computer 226 that
can be used to implement the invention. Desktop computer 221 and
wireline telephone 222 can access MGI 240 via PSTN 231. Wireless
telephone 223 can access MGI 240 via wireless voice network 232.
PDA 224, I-pager 225, and laptop computer 226 can access MGI 240
via wireless data network 233. Hereinafter, each of desktop
computer 221, wireline telephone 222, wireless telephone 223, PDA
224, I-pager 225, and laptop computer 226 is alternatively referred
to as remote device 220. Similarly, each of PSTN 231, wireless
voice network 232, and wireless data network 233 is hereinafter
alternatively referred to as communications network 230.
[0025] MGI 240 includes front-end voice server 242, front-end data
server 244, and transaction server 246. Transaction server 246 has
access to various resources. For example, through Internet 270, a
user of the invention can review a telephone directory, manage an
e-mail account, learn about the weather conditions, receive stock
quotes, obtain driving directions, etc., by using remote device
220. Similarly, through Intranet 280 and its associated network web
server, the user can access one or more legacy systems using remote
device 220. In the context of a telephone company, the legacy
systems can include the following systems: [0026] Security
Information Management System (SIMS); [0027] Outside Plant
Construction Management System (OSPCM); [0028] Loop Qualification
System (LQS); [0029] Work Activity Statistical Sampling Process
(WASSP); [0030] Fleet Operations Support System (FOSS); [0031]
Fleet Optimizer (FO); [0032] Integrated Technician Performance
(ITP); [0033] Network Monitoring and Analysis (NMA); [0034]
Proactive Maintenance Administration (PMA); [0035] Integrated
Dispatch System (IDS); [0036] Mechanized Time Reporting (MTR);
[0037] Employee Scheduling Program (ESP); [0038] Open System
Interconnect Platform (OSIP); [0039] Outside Plant Engineering
Design System (OPEDS); and the like.
[0040] It is noted that without Intranet 280, one or more of the
SIMS, OSPCM, LQS, WASSP, FOSS, FO, ITP, NMA, PMA, IDS, MTR, ESP,
OSIP, OPEDS, and the like can be adapted to be accessed by
transaction server 246 directly, i.e., without going through the
network web server.
[0041] FIG. 3 is a flow diagram illustrating exemplary steps that
could be used to implement an embodiment of the invention. To
explain and illustrate the invention, FIG. 3 is discussed in
connection with the structure shown in FIG. 2. The method of FIG.
3, however, is not to be considered as limited to or constrained by
the structure of FIG. 2 or any other structure.
[0042] In step 302, a user (e.g., a supervisor) uses remote device
220 (i.e., one of devices 221, 222, 223, 224, 225, 226 or other
similar devices) to establish a communications session with MGI
240. Depending on the type of remote device 220 used by the user,
one or more of PSTN 231, wireless voice network 232, and wireless
data network 233 can be involved in the communications session.
[0043] In step 304, MGI 240 authenticates the user. Authentication
can be performed in one of several ways. For example, if either
wireline telephone 222 or wireless telephone 223 is used to contact
MGI 240, the authentication process is performed by front-end voice
server 242. MGI 240 can be contacted by, for example, dialing a
telephone number associated with MGI 240 using the telephone.
Front-end voice server 242 prompts the user to identify himself.
Preferably, front-end voice server 242 is a voice-enabled platform
that has at least two capabilities. First, front-end voice server
242 can analyze whether the voice of the user matches a known voice
exemplar of an authorized user. Second, front-end voice server 242
can associate spoken commands provided by the user with transaction
requests, which are then provided by front-end voice server 242 to
transaction sever 246.
[0044] A different authentication method may be employed. For
example, front-end data server 244 may be used to authenticate the
user. One authentication process may involve remote device 220
sending identity information associated with the user to front-end
data server 244. For example, wireless telephone 223 may send its
mobile identification number (MIN) to front-end data server 244.
Upon receiving the MIN, front-end data server 244 asks the user to
provide a password. The supervisor can enter the password using the
keypad of wireless telephone 223. The user is authenticated if the
password is in fact associated with the MIN in a database
accessible by front-end data server 244. In lieu of the MIN, the
user can enter a user ID to identify himself before providing the
password.
[0045] In step 306, a determination is made as to whether the user
is an authorized user of the system. If the user is authenticated
as an authorized user, either by front-end voice server 242 or
front-end data server 244, or both, the process goes to step 308.
Otherwise, the process ends and the user is denied access. It is
noted that provisions can be made to permit the user more than one
opportunity to login. For example, as shown in FIG. 3 by the dashed
arrow connecting step 306 back to step 304, after failing one login
attempt, the user may be given another opportunity to return to
step 304 to login. Preferably, no more than three attempts are
allowed to ensure security.
[0046] In step 308, MGI 240 receives a transaction request from the
user. Here, if remote device 220 were a telephone (e.g., one of
wireline telephone 222 and wireless telephone 223), the user simply
provides a spoken command into remote device 220. If the spoken
command is recognized by MGI 240 (through front-end voice server
242), a valid transaction request is received by transaction server
246. For discussion purposes, assume that the spoken command is
"Locate John Doe," and that John Doe is one of the technicians
supervised by the user. It must be noted that provisions can be
made to enable the user to enter the command using the keypad of
remote device 220.
[0047] In step 310, transaction server 246 interfaces with an
appropriate element of the resources. For example, through Intranet
280, transaction server 246 can interact with the Integrated
Dispatch System, which is a dispatch system that has information
about John Doe.
[0048] In step 312, transaction server 246 obtains a feedback from
the resources. For example, transaction server 246 reviews
information available on the IDS to determine the location of John
Doe. Based on the review, the feedback from the IDS may indicate
that John Doe is located at 123 Maple Avenue.
[0049] In step 314, MGI 240 provides the feedback to the user.
Front-end voice server 242 translates "123 Maple Avenue" to a voice
string before the feedback is transmitted to wireless telephone 223
or wireline telephone 222. Finally, the user receives the desired
information over remote device 220. For example, the user hears
"John Doe is currently at 123 Maple Avenue."
[0050] It must be noted that the above illustration is a
simplified, exemplary transaction in which the user only speaks
once to obtain the desired information. In most transactions, it
may require several interactions between the user and MGI 240
before a transaction request can be successfully responded to. For
example, following the establishment of a communications session
between remote device 220 and MGI 240, exchanges that occur between
the user and MGI 240 may include the following exemplary
"conversation."
[0051] MGI 240: "Good morning! Please identify yourself."
[0052] The user: "Tom Katz."
[0053] MGI 240: "Hello, Tom Katz. Please say your password."
[0054] The user: "Mickey Mouse."
[0055] MGI 240: "I'm sorry. The password you just told me is not
recognized."
[0056] The user: "Donald Duck."
[0057] MGI 240: "How may I help you today?"
[0058] The user: "Locate Technician."
[0059] MGI 240: "I will search the dispatch system. Please provide
the name of the technician."
[0060] The user: "John Doe."
[0061] MGI 240: "John Doe is currently at 123 Maple Avenue. Would
you like to make another transaction?"
[0062] The user: "No."
[0063] MGI 240: "Good Bye."
[0064] FIG. 4 is a schematic diagram showing the system
architecture of a preferred embodiment of the invention. In this
embodiment, the system of the invention includes wireless device
420, wireless communications network 430, MGI 240, and resources
450.
[0065] MGI 240 includes front-end voice server 242, front-end data
server 244, transaction server 246, and database 248. Transaction
server 246 is preferably an XML server. Each of front-end voice
server 242 and front-end data server 244 has access to database
248. Database 248 has, among other user information, identity
information of authorized users. The identity information may
include, for example, user IDs, passwords, and voice exemplars
associated with the authorized users.
[0066] An exemplary front-end voice server 242 is the VoCarta
application of Datria System, Inc. of Englewood, Colo. Preferably,
front-end voice server 242 is powered by voice recognition and
authentication engines which are available from Nuance
Communications of Menlo Park, Calif. An exemplary front-end data
server 244 is that which is available Broadbeam Corporation of
Princeton, N.J.
[0067] Wireless communications network 430 can be either a wireless
voice network (if wireless device 420 is a wireless telephone) or a
wireless data network (if wireless device 420 is a wireless device
other than a wireless telephone), or both.
[0068] Supervisor 410 is a user of the invention. Technicians 460
are members of a work force that is associated with supervisor 410.
For example, supervisor 410 and technicians 460 may be employees of
a telephone company. Technicians 460 are present at various field
locations responding to service calls. Supervisor 410, who is
normally at the home office of the telephone company, is currently
away from the home office. Supervisor 410 is equipped with wireless
device 420. Wireless device 420 can be, as stated above, a wireless
telephone, an I-pager, a PDA, a computer with a wireless modem, and
the like. Preferably, wireless device 420 is a wireless telephone,
in which case wireless communications network 230 is a wireless
telephone network.
[0069] Resources 450 can include any number of computer networks
including the Internet, the company's Intranet, and various legacy
systems. For discussion purposes, assume that resources 450 include
dispatch system 452 and e-mail system 454. As discussed above and
as illustrated in FIG. 2, resources 450 can include a much larger
number of systems which are accessible to supervisor 410 via MGI
240.
[0070] FIG. 5 is a flow diagram illustrating exemplary steps that
could be used to implement the preferred embodiment of the
invention. To explain and illustrate the preferred embodiment of
the invention, FIG. 5 is discussed in connection with the structure
shown in FIG. 4. The method of FIG. 5, however, is not to be
considered as limited to or constrained by the structure of FIG. 4
or any other structure. For discussion purposes, assume that
wireless device 420 is a wireless telephone.
[0071] In step 502, authorized users of the invention are
registered. An authorized user may be, for example, supervisor 410
shown in FIG. 4. The registration process can include the provision
of a user ID to supervisor 410. The user ID is then associated with
user information of supervisor 410. The user information can
include identity information of supervisor 410 such as, for
example, his full name, his department, names of technicians under
his supervision, a password, a voice exemplar, the MIN of wireless
device 420, etc. Preferably, the user information further includes
other information including which elements of resources 450
supervisor 410 is permitted to access remotely using wireless
device 420.
[0072] In step 504, the information obtained or created in step 502
is stored in a place that is accessible to MGI 240. Preferably, the
information is stored in database 248. Database 248 may be any
memory device that can be adapted to store the information so that
the information is accessible to front-end voice server 242 and
front-end data voice server 244.
[0073] In step 506, MGI 240 receives a login request from
supervisor 410. Preferably, the login request is received by MGI
240 as soon as a wireless communications session is established
between MGI 240 and wireless device 420. Along with or as a part of
the login request, the user ID of supervisor 420 is provided to MGI
240. Supervisor 420 can provide his user ID by speaking into
wireless device 420 or by keying it in using the keypad of wireless
device 420. Alternatively, the MIN of wireless device 420 may be
used as the user ID. The MIN can preferably be provided to MGI 240
automatically upon the establishment of the wireless communications
session. If the MIN is used as the user ID, precautions should be
taken to ensure that supervisor 410 has exclusive use of wireless
device 420.
[0074] In step 508, MGI 240, through one or both of front-end voice
server 242 and front-end data server 244, authenticates supervisor
410 or otherwise determines whether the login request is received
from an authorized user. MGI 240 can prompt supervisor 410 to
provide a password (by speaking into or entering through the keypad
of wireless device 420). If front-end voice server 242 is adapted
to recognize the voice of authorized users, then supervisor 410 may
simply speak a word or two, for example, his name. Preferably,
front-end voice server 242 is a voice-enabled platform that can
analyze whether the voice of supervisor 410 matches a known voice
exemplar of an authorized user, which is stored in database 248.
Alternatively, as discussed above, front-end data server 244 may be
used to authenticate supervisor 410 based on, among other
information, the password, the user ID, and the MIN of wireless
device 420.
[0075] In step 510, a determination is made on whether supervisor
410 is an authorized user of the system. If supervisor 410 is
authenticated as an authorized user, either by front-end voice
server 242 or front-end data server 244, or both, the process goes
to step 514. Otherwise, the process goes to step 512, in which
supervisor 410 may be given one or more opportunities to enter the
correct password or other identity information. The process then
repeats steps 506 through 512. Preferably, after a total of three
unsuccessful attempts, supervisor 410 is denied access and the
process ends.
[0076] In step 514, MGI 240 receives a transaction request from
supervisor 410. Here, supervisor 410 simply provides a spoken
command into wireless device 420. If the spoken command is
recognized by front-end voice server 242 as a valid transaction
request, the transaction request is forwarded to transaction server
246. For discuss purposes, assume that the transaction request is
"Check E-Mails."
[0077] In step 516, transaction server 246 obtains a feedback from
an appropriate element of resources 450 in response to the
transaction request. For example, recognizing that supervisor 410
wishes to check his e-mails, transaction server 246 interacts with
e-mail system 454 (see FIG. 4). While logging to e-mail system 454,
supervisor 410 can review, forward, reply, and compose e-mails. One
or both front-end voice server 242 and front-end data server 244
may interact with wireless device 420 multiple times to receive
further spoken commands from supervisor 410 and to provide voice
responses or feedbacks to supervisor 410. Preferably, supervisor
410 can also interact with MGI 240 by keying the transaction
requests in addition to using his voice.
[0078] In step 518, upon receiving a command from supervisor 410 to
terminate access to e-mail system 454, MGI 240 asks supervisor 410
whether he wishes to access a different element of resources 450.
If supervisor 410 wishes to perform further transactions, the
process repeats step 514 through 518. If the supervisor 410 does
not have further transaction requests, the process ends.
[0079] It must be noted that the above illustration is a
simplified, exemplary transaction that shows how a simple
transaction may be performed by supervisor 410. Supervisor 410 can
perform other transactions using, among other resources, dispatch
system 452. As discussed above in conjunction with FIGS. 2 and 3, a
large number of different elements or systems can be included as
part of resources 450 through which supervisor 410 can conduct
transactions using wireless device 420.
[0080] An exemplary implementation of MGI 240 has the following
characteristics.
[0081] Characteristic No. 1. The MGI Pilot is adapted to serve
between about 50 and about 60 supervisors. Provisions for the
full-scale system can be made to accommodate 1,200 or more
supervisors.
[0082] Characteristic No. 2. The MGI platform is developed based at
least in part on input received from (a) the NOSG staff with
regards to the functionality of the platform; (b) software
developers and the companies of the supervisors to determine the
flow of data from start to finish; (c) the supervisors and the
field managers to prioritize the transaction list from most
important to least important; (d) SME's of the required systems
involved in the MGI platform, which include the IDS, the FO, the
PMA, and e-mail systems.
[0083] Characteristic No. 3. The MGI can be utilized from anywhere
in the wireless coverage area within which the wireless telephones
of the supervisors function. The MGI has provisions so that it is
scalable to include wireless devices other than wireless telephone.
Other wireless devices include, for example, PDAs, I-pagers, and
wireless personal computers.
[0084] Characteristic No. 4. The MGI system supports at least the
following supervisor users: (a) I&M (Installation and
Maintenance) managers who use the IDS, GPS and PMA systems; and (b)
I&M managers who use any e-mail systems.
[0085] Characteristic No. 5. The MGI platform enables each
supervisor to perform one or more of the following tasks or
transactions:
[0086] (a) locate any technician within the work force;
[0087] (b) query load;
[0088] (c) create a PMA ticket;
[0089] (d) identify technicians on high time;
[0090] (e) obtain details about any technician and associated
vehicle;
[0091] (f) assign a new vehicle to a technician;
[0092] (g) update a technician's temporary schedule;
[0093] (h) complete a safety and service defect form;
[0094] (i) complete a safety observation form;
[0095] (j) find the nearest technician;
[0096] (k) obtain loop qualification system data to determine if
customer loop can carry a DSL signal.
[0097] (l) manage e-mail accounts;
[0098] (m) complete a quality review form;
[0099] (n) make sales referrals; and
[0100] (o) find out what time a technician leaves his or her work
center.
[0101] Each of these transactions are separately discussed in the
following paragraphs. As used hereinafter, the term "system" is
synonymous with the MGI platform.
[0102] 5(a). Technician Location. The supervisor has the capability
to query the system for the latest information on any technicians
in his or her maintenance center, as well as technicians associated
with a different maintenance center. The system returns the
following data or feedback in respond to the query for an
individual technician:
[0103] name of the technician;
[0104] address of the technician's previous job;
[0105] address of the technician's current job;
[0106] time dispatched on the current job;
[0107] actual location of the technician obtained from the GPS
system;
[0108] duration at actual location;
[0109] status of the technician's vehicle ignition system and the
amount of time the ignition system is on;
[0110] whether the current job is a trouble ticket or a service
order; and
[0111] if the current job is a service order, the number of lines
involved.
[0112] 5(b). Load. The supervisor has the capability to query the
system for information regarding the load for their group, other
groups in the same maintenance center, or the entire maintenance
center on any given day including the current day and the following
day. In the query, the supervisor identifies one or more groups by
specific names, day of the week, district, or management area. In
response to the query, the system returns the following feedback
associated with each group:
[0113] the number of jobs available for dispatch;
[0114] category breakdown (number of service order or trouble
ticket jobs);
[0115] the number of customer desired due date (CDDD) jobs
remaining each of which is characterized by an order number and a
location;
[0116] the number of competitive local exchange carrier (CLEC) jobs
left to do in IDS each of which is characterized by an order number
and a location; and
[0117] an average number of jobs per scheduled technician;
[0118] 5(c). PMA Ticket. The supervisor has the capability to
create a proactive maintenance action ticket. The specific ticket
types may include a helping ticket and a routine ticket.
[0119] 5(d). Technician High Time. The supervisor has the
capability to query the system to determine which technicians
within his group or other groups within his district are running
over the allotted time for the current job. In response to the
query, the system returns a feedback for each technician. The
feedback includes the name of the technician and the number of
minutes of the technician's high time.
[0120] 5(e). Technician/Vehicle Detail. The supervisor has the
capability to obtain technician or vehicle details by submitting
one of the following search terms: a technician name, a vehicle
number, a license plate number, and an address and time per
individual technician. In response, the system returns the
following feedback based upon the initial search criteria: the
technician's name; the vehicle number; the vehicle license number;
the technician's current street address; and the state of the
license plate.
[0121] 5(f). Assignment of New Vehicle. The supervisor has the
capability to assign a new or permanent vehicle to a technician.
For a temporary reassignment, the supervisor provides the
technician's name and new vehicle number. The system designates a
temporary assignment that is effective for the remainder of the
day. For a permanent assignment, the supervisor provides the
technician's name and a new vehicle number. In response, the system
returns the following feedback: validation of name and vehicle
number, and confirmation of change in vehicle.
[0122] 5(g). Temporary Update of Technician's Schedule. The
supervisor has the capability to change the current schedule for a
technician. The supervisor provides the technician's name to the
system. In response, the system returns the following feedback: the
technician's name; the output of current status; and the output of
new status.
[0123] 5(h). Safety and Service Defect Form. The supervisor has the
capability to complete a safety and service defect form based upon
the inspection performed. The supervisor enters the required data
for each form. This information can be published to the district
web page. The Safety and Service defect forms can be maintained in
a local database. In response, the system returns a feedback which
includes a confirmation of a successful form.
[0124] 5(i). Safety Observation Form. The supervisor has the
capability to enter comments about a technician safety observation.
The supervisor provides the name of the technician and the extent
of the technician's safety observation. This information can be
published to the district web page. In response, the system returns
a feedback which includes a confirmation of a successful form.
[0125] 5(j). Locate the Nearest Technician. The supervisor has the
capability to enter a street address or ticket number to locate the
nearest technician. In response, the system returns a feedback
which includes the technician's name, the technician current
location, and the distance from the street address associated with
a ticket. The system can also provide the second and the third
closest technicians. It is noted that this functionality may
require enhancements be made to the FO system.
[0126] 5(k). Obtain LOS. The supervisor has the capability to enter
a telephone number and retrieve the loop qualification results for
a potential ADSL line. In response, the system returns a feedback
which includes an answer which is either affirmative or
negative.
[0127] 5(l) Email Access. The supervisor has the capability to
manage e-mail accounts from the field. The supervisor is able to
select new or old mail from his or her inbox. The basic functions
allowed should include Read (including Next, Previous, First, Last,
and Again), Skip, Save, Delete, Reply (or Reply All), and Mark
Unread. In response, the system returns a feedback which includes
the following data for each message: the name of the sender; time
sent and date if other than the present day; the subject; the
priority (high, medium, or low); the body of message; the file name
of any attachments. In addition, the system can also return the
following for an e-mail REPLY: record response and deliver as a
".wav" file attachment; deliver as interpreted text message; allow
for message to be recorded, played back, re-recorded, paused,
resumed, delayed and aborted; and optionally mark as high
priority.
[0128] 5(m). Quality Review Form. The supervisor has the capability
to complete a quality review form. This form can be published to
the district web page and stored in a database. The supervisor
enters the technician's name as well as information related to the
quality review. In response, the system returns a feedback which
includes a confirmation of a successful form.
[0129] 5(n). Sales Referrals. The supervisor has the capability to
enter information to an appropriate business sales office about a
potential sales opportunity associated with a customer. The
supervisor enters the telephone number, the best time to call the
customer, and the products or services of interest to the customer.
In response, the system distributes the information to the correct
sales office via e-mail. The customer can be categorized as an
individual, a small business, a large business, and the like.
[0130] 5(o). Out of Gate Query. The supervisor has the capability
to query the system to determine what time a technician leaves the
work center. In response, the system returns a feedback which
includes the following data for an individual technician: the
technician's last name; the technician's first name; and the out of
gate time. In addition, the supervisor has the capability to query
the system to determine the average out of gate time for a group of
technicians. In response, the system returns a feedback which
includes the average out of gate time for the group of
technicians.
[0131] Characteristic No. 6. Administration for the MGI platform is
done via the MGI Profile Interface. This desktop interface is
available for the system administrator and the supervisors. The
administrator has the ability to login, change a password, add,
modify, or delete a profile of a supervisor or an administrator.
All users (including administrators and supervisors) use their
common user ID (CUID) and password to enter the various areas of
the MGI, according to their pre established user profiles.
[0132] 6(a). Administrator Login. For administrator logins, the
system displays the MGI Profile Interface login GUI to the
administrator. During login, the system verifies user access to MGI
Profile Interface Administration. The system edits and checks
required data fields for the CUID and password. The system modifies
password characters supplied using asterisk masking. Based upon the
administrator's CUID and password, the system validates the user
and grants access or denies further access to controlled areas of
the system. The system validates the administrator and returns a
feedback which includes either successful or a failed login attempt
notification. Upon successful submission of login credentials, the
system grants the administrator access to other security-controlled
areas of MGI Administration. In the event of an unsuccessful login,
the existing CUID and password on screen data are cleared. The
administrator is allowed to re-enter the CUID and password data
after an initial unsuccessful login. If the administrator fails to
login, for example, three consecutive attempts, the system disables
or ignores any further attempt made by the administrator. Rules for
editing the CUID and Password are summarized as follows:
TABLE-US-00001 Admin Login Edit Rules Length Entity (number of Name
Format characters) Validation/Range CUID Alpha 7 No Vowels Allowed
Password Alphanumeric 8-12 A password must contain with special at
least one alphabetic, one characters numeric, and one special
character. The valid special characters are: ,./<>?;':[ ]{
}\\|=- `.about.!@#$%{circumflex over ( )}&*( )_+
[0133] 6(b). Changing Administrator Password. After successful
login, the administrator has the capability to change passwords at
any time. For a particular administrator, changing the passwords in
the MGI system does not interfere or impact interactions with other
company systems. The system checks the data fields associated with
the existing password, the new password, and a redundant typing of
the new password. The system modifies password characters supplied
with asterisk masking. The system verifies by comparison that the
user supplied new and redundant passwords are equivalent and
informs the administrator if there are any discrepancies. Once the
administrator enters the new and old passwords, the administrator
has the capability to submit a change password request with the
supplied data. When the administrator requests to change the
password, the system conducts old password validation based upon
the original password and CUID provided by the administrator during
initial login. The system returns a feedback which includes a
successful or failed password change attempt. If the change is
successful, the system returns a feedback which includes a visual
confirmation. In the event of an unsuccessful password change, the
system notifies the administrator. The CUID and password fields are
cleared. Then, the administrator is permitted to re-enter the
password information and resubmit the password change request.
TABLE-US-00002 Password Change Edit Rules Entity Name Format Length
Validation/Range Current Password Alphanumeric 8-12 A password must
New Password with special contain at least one Redundant New
characters alphabetic, one numeric, Password and one special
character. The valid special characters are: ,./<>?;':[ ]{
}\\|=- `.about.!@#$%{circumflex over ( )}&*( )_+
[0134] 6(c). Adding a Supervisor. To add or authorize access to a
supervisor, the system displays the MGI Platform Interface. The
administrator logs in to the system as detailed above. The system
displays the CUID field. Based upon the information provided in the
field, the system creates a profile. The system generates a
feedback which includes a confirmation to the administrator
indicating a successful addition to the system. The system updates
the front-end database that a new user has been added to the
system. Rules for adding a supervisor to the system are as follows:
TABLE-US-00003 Adding a Supervisor Entity Name Format Length
Validation/Range CUID Alpha 7 No vowels allowed State Alphabetic 2
Two letter state abbreviation.
[0135] 6(d). Modifying a Supervisor Profile. To modify a supervisor
profile, the system displays the MGI Platform Interface. The
administrator logs in to the system as detailed above. The system
displays a field for the administrator to enter a search criterion
of a supervisor whose profile is to be modified to display the
supervisor's profile. The system gives the administrator the
capability to search for a supervisor profile based upon one or
more of the following criteria related to the supervisor,
including, CUID, Last Name, GPS Database, IDS Database, and State.
The system displays the results of the profile search or display
the results. The system gives the functionality to select a profile
and edit either one profile or a group of profiles, as needed. The
administrator edits the profile as needed. The system saves and
updates the modification to the profile. The system generates a
feedback which includes a confirmation to the administrator
indicating a successful modification to the profile. The system
generates notification to the front-end indicating modification in
the profile.
[0136] 6(e). Deleting a Supervisor Profile. To delete a supervisor
profile, the system displays the MGI Platform Interface. The
administrator logs in to the system as detailed above. The system
displays a field for the administrator to enter a search criterion
of a supervisor whose profile is to be modified to display the
supervisor's profile. The system gives the administrator the
capability to search for a supervisor profile based upon one or
more of the following criteria related to the supervisor,
including, CUID, Last Name, First Name, City, and State. The system
displays the results of the profile search. The system displays a
profile for deletion. The system displays a message re-confirming
the profile delete. The system deletes the profile from the MGI
system. The system generates a feedback which includes a
confirmation to the administrator indicating a successful profile
deletion. The system generates a notification to the front-end
indicating a user has been deleted from the system.
[0137] 6(f). Adding a New Administrator. To add a new
administrator, the system displays the MGI Platform interface to
the administrator. The administrator logs in to the system as
detailed in section above. The system displays a field to enter the
CUID. This CUID serves as the basis of the administrator profile.
The system sends or displays a feedback which includes a
confirmation of the added new administrator.
[0138] 6(g). Modifying an Existing Administrator Profile. To modify
an existing administrator's profile, the system displays the MGI
Platform interface to the administrator. The administrator logs
into the system as detailed above. The system displays a field to
enter the CUID for modification. The system displays an editable
profile, based upon the CUID. The system saves the edited existing
administrator profile.
[0139] 6(h). Deleting an Existing Administrator Profile. To delete
an existing administrator profile, the system displays the MGI
platform interface to the administrator. The administrator logs
into the system as detailed above. The system prompts the
administrator to enter the CUID for deletion. The system generates
a feedback which includes a confirmation message prior to deletion.
The system deletes the entered CUID and saves the information
accordingly.
[0140] 6(i). Supervisor Login. To enable a supervisor to login, the
system displays the MGI Profile Interface login GUI to the
supervisor. During login, the system verifies user access to MGI
Profile Interface. The system edits and checks required data fields
for the CUID and password. The system modifies password characters
supplied using asterisk masking. Based upon the supervisor's CUID
and password, the system validates the user and grants access or
denies further access to controlled areas of the system. The system
validates the supervisor and returns a feedback which includes an
indication on either successful or a failed login attempt
notification. Upon successful submission of login credentials, the
system grants the supervisor access to other security-controlled
areas of MGI Profile Interface (namely, profile modification and
change password). In the event of an unsuccessful login, the
existing CUID and password on screen data are cleared. The
supervisor is allowed to re-enter the CUID and password data after
an initial unsuccessful login. If the supervisor fails to login for
three consecutive attempts, the system disables further attempts.
Rules for supervisor login edit are as follows: TABLE-US-00004
Supervisor Login Edit Rules Entity Name Format Length
Validation/Range CUID Alpha 7 No Vowels Allowed Password
Alphanumeric 8-12 A password must contain at least with one
alphabetic, one numeric, special and one special character.
characters The valid special characters are: ,./<>?;':[ ]{
}\\|=- `.about.!@#$%{circumflex over ( )}&*( )_+
[0141] 6(j). Changing Supervisor Password. After successful login,
the supervisor has the capability to change passwords at any time.
For a particular supervisor, changing the passwords in the MGI
system does not interfere or impact interactions with other company
systems. The system checks the data fields associated with the
existing password, the new password, and a redundant typing of the
new password. The system modifies password characters supplied with
asterisk masking. The system verifies by comparison that the user
supplied new and redundant passwords are equivalent and inform the
supervisor if there are any discrepancies. Once the supervisor
enters the new and old passwords, the supervisor has the capability
to submit a change password request with the supplied data. When
the supervisor requests to change the password, the system conducts
old password validation abased upon the original password and CUID
provided by the supervisor during initial login. The system returns
a feedback which includes a successful or failed password change
attempt. If the change is successful, the system returns a visual
confirmation. In the event of an unsuccessful password change, the
system notifies the supervisor. The CUID and password fields are
cleared. Then, the supervisor will be permitted to re-enter the
password information and resubmit the password change request.
TABLE-US-00005 Password Change Edit Rules Entity Name Format Length
Validation/Range Current Password Alphanumeric 8-12 A password must
contain New Password with special at least one alphabetic, one
Redundant New characters numeric, and one special Password
character. The valid special characters are: ,./<>?;':[ ]{
}\\|=- `.about.!@#$%{circumflex over ( )}&*( )_+
[0142] 6(k). Modifying a Supervisor Profile. To modify a supervisor
profile, the system displays the MGI Platform Interface. The
supervisor logs in to the system as detailed above. The Supervisor
selects the "Modify Profile" option from the MGI Platform Interface
option. The Supervisor has the capability to edit one or more
elements of his/her profile, including: First name; Last name;
Middle Initial; Telephone number; interactive pager address; Pager
number; Email address; Group ID number; and Mobile phone number.
The system saves and updates the modifications to the profile. The
system generates a feedback which includes a confirmation to the
administrator and supervisor indicating a successful modification
to the profile. The system generates notification to the front-end
indicating a change to the supervisor's profile. If the supervisor
fails to supply the correct information to change the profile, the
system generates a message reflecting the problem with the
attempted change.
[0143] The foregoing disclosure of the preferred embodiments of the
present invention has been presented for purposes of illustration
and description. It is not intended to be exhaustive or to limit
the invention to the precise forms disclosed. Many variations and
modifications of the embodiments described herein will be obvious
to one of ordinary skill in the art in light of the above
disclosure. The scope of the invention is to be defined only by the
claims appended hereto, and by their equivalents.
[0144] Further, in describing representative embodiments of the
present invention, the specification may have presented the method
and/or process of the present invention as a particular sequence of
steps. However, to the extent that the method or process does not
rely on the particular order of steps set forth herein, the method
or process should not be limited to the particular sequence of
steps described. As one of ordinary skill in the art would
appreciate, other sequences of steps may be possible. Therefore,
the particular order of the steps set forth in the specification
should not be construed as limitations on the claims. In addition,
the claims directed to the method and/or process of the present
invention should not be limited to the performance of their steps
in the order written, and one skilled in the art can readily
appreciate that the sequences may be varied and still remain within
the spirit and scope of the present invention.
* * * * *