U.S. patent application number 11/609640 was filed with the patent office on 2008-08-14 for methods, systems, and computer-readable media for assisting in troubleshooting.
Invention is credited to David Alaniz, Richard Amos, Shawn Roseland.
Application Number | 20080195897 11/609640 |
Document ID | / |
Family ID | 39686785 |
Filed Date | 2008-08-14 |
United States Patent
Application |
20080195897 |
Kind Code |
A1 |
Alaniz; David ; et
al. |
August 14, 2008 |
Methods, Systems, and Computer-Readable Media for Assisting in
Troubleshooting
Abstract
Methods, systems, and computer-readable media for
troubleshooting a problem associated with a communication system
are provided. First information regarding the communication system
is retrieved, and a determination is made whether the first
information indicates a probable cause of the problem associated
with the communication system. If the first information does
indicate a probable cause of the problem, then a probable solution
is provided based on the indicated probable cause. If, on the other
hand, the first information does not indicate a probable cause of
the problem, then information regarding the problem is retrieved.
The retrieved information regarding the problem is used to
determine a probable cause of the problem and a probable solution
to the problem.
Inventors: |
Alaniz; David; (Tucker,
GA) ; Roseland; Shawn; (Dacula, GA) ; Amos;
Richard; (Acworth, GA) |
Correspondence
Address: |
HOPE BALDAUFF HARTMAN, LLC
1720 PEACHTREE STREET, N.W, SUITE 1010
ATLANTA
GA
30309
US
|
Family ID: |
39686785 |
Appl. No.: |
11/609640 |
Filed: |
December 12, 2006 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
|
|
60800097 |
May 12, 2006 |
|
|
|
Current U.S.
Class: |
714/46 ;
714/E11.001 |
Current CPC
Class: |
H04L 41/22 20130101;
H04L 41/5064 20130101 |
Class at
Publication: |
714/46 ;
714/E11.001 |
International
Class: |
G06F 11/00 20060101
G06F011/00 |
Claims
1. A method for assisting in troubleshooting a problem associated
with a communication system, the method comprising: retrieving
first information regarding the communication system; determining
whether the first information indicates a probable cause of the
problem associated with the communication system; if the first
information indicates a probable cause of the problem, then
providing a probable solution to the problem based on the probable
cause; and if the first information does not indicate a probable
cause of the problem, then: receiving information regarding the
problem, and based on the received information regarding the
problem, identifying a probable cause of the problem and a probable
solution to the problem.
2. The method of claim 1, wherein receiving information regarding
the problem comprises: providing a first inquiry about the problem;
receiving a response to the first inquiry; based on the response to
the first inquiry, providing a second inquiry about the problem;
and receiving a response to the second inquiry.
3. The method of claim 2, further comprising based on the response
to the second inquiry, initiating a test of the communication
system to determine a probable cause of the problem.
4. The method of claim 2, further comprising based on the response
to the second inquiry, retrieving second information about the
communication system.
5. The method of claim 4, wherein retrieving second information
about the communication system comprises: retrieving at least one
of a username associated with the communication system, a password
associated with the communication system, and an Internet Protocol
("IP") address associated with the communication system; and
providing results of a ping test performed on the communication
system.
6. The method of claim 1, wherein the first information regarding
the communication system includes at least one of outage
information associated with the communication system, status of a
service request associated with the communication system, a type of
the service request associated with the communication system,
identification information regarding a path over which data is
transported through the communication system, or customer account
information associated with the communication system.
7. The method of claim 1, wherein determining whether the first
information indicates a probable cause of the problem associated
with the communication system comprises: analyzing the first
information against a set of business rules to determine whether to
associate the first information with a pass indication, a fail
indication, or a warning indication; if the first information is
associated with a pass indication or a warning indication, then
determining that the first information does not indicate a probable
cause of the problem; and if the first information is associated
with a fail indication, then determining that the first information
indicates a probable cause of the problem.
8. The method of claim 7, wherein determining that the first
information indicates a probable cause of the problem comprises:
determining whether the business rules provide an exception to the
first information associated with the fail indication; if the
business rules provide an exception to the first information
associated with the fail indication, then determining that the
first information does not indicate a probable cause of the
problem; and if the business rules do not provide an exception to
the first information associated with the fail indication, then
determining that the first information does indicate a probable
cause of the problem.
9. The method of claim 1, further comprising implementing the
probable solution to solve the problem associated with the
communication system.
10. A computer-readable medium having computer-executable
instructions stored thereon which, when executed by a computer,
cause the computer to: receive a request to troubleshoot a problem
associated with a communication system; provide a first inquiry
about the problem in response to the request; receive a response to
the first inquiry; based on the response to the first inquiry,
provide a second inquiry about the problem; receive a response to
the second inquiry; based on the response to the second inquiry,
determine a probable cause of the problem and a probable solution
to the problem; and implement the probable solution to solve the
problem associated with the communication system.
11. The computer-readable medium of claim 10, comprising further
computer-readable instructions which, when executed by the
computer, cause the computer to: retrieve first information
regarding the communication system prior to providing the first
inquiry about the problem; determine whether the first information
indicates a probable cause of the problem associated with the
communication system; if the first information indicates a probable
cause of the problem, then provide a probable solution to the
problem based on the probable cause; and if the first information
does not indicate a probable cause of the problem, then receive
information regarding the problem via inquiries about the
problem.
12. The computer-readable medium of claim 11, wherein the first
information regarding the communication system includes at least
one of outage information associated with the communication system,
status of a service request associated with the communication
system, a type of the service request associated with the
communication system, identification information regarding a path
over which data is transported through the communication system, or
customer account information associated with the communication
system.
13. The computer-readable medium of claim 11, wherein determining
whether the first information indicates a probable cause of the
problem associated with the communication system comprises:
analyzing the first information against a set of business rules to
determine whether to associate the information with a pass
indication, a fail indication, or a warning indication; if the
first information is associated with a pass indication or a warning
indication, then determining that the first information does not
indicate a probable cause of the problem; and if the first
information is associated with a fail indication, then determining
that the first information indicates a probable cause of the
problem.
14. The computer-readable medium of claim 13, wherein determining
that the first information indicates a probable cause of the
problem comprises: determining whether the business rules provide
an exception to the first information associated with the fail
indication; if the business rules provide an exception to the first
information associated with the fail indication, then determining
that the first information does not indicate a probable cause of
the problem; and if the business rules do not provide an exception
to the first information associated with the fail indication, then
determining that the first information does indicate a probable
cause of the problem.
15. The computer-readable medium of claim 10, wherein determining a
probable cause of the problem and a probable solution to the
problem comprises: initiating a test of the communication system
based on the response to the second inquiry; and determining the
probable cause of the problem and the probable solution to the
problem based on results from the test of the communication
system.
16. The computer-readable medium of claim 10, wherein determining a
probable cause of the problem and a probable solution to the
problem comprises: retrieving second information about the
communication system based on the response to the second inquiry;
and determining the probable cause of the problem and the probable
solution to the problem based on the retrieved second information
about the communication system.
17. The computer-readable medium of claim 16, wherein retrieving
information about the communication system comprises: retrieving at
least one of a username associated with the communication system, a
password associated with the communication system, and an Internet
Protocol ("IP") address associated with the communication system;
and providing results of a ping test performed on the communication
system.
18. A system for assisting in troubleshooting a problem associated
with a communication system, the system comprising: a memory device
for storing a program for assisting in troubleshooting a problem
associated with a communication system; and a processor,
functionally coupled to the memory device, the processor being
responsive to computer-executable instructions contained in the
program and operative to: retrieve first information regarding the
communication system from a first database, determine whether the
first information indicates a probable cause of the problem
associated with the communication system; if the first information
indicates a probable cause of the problem, then provide a probable
solution to the problem based on the probable cause, and if the
first information does not indicate a probable cause of the
problem, then: receive information regarding the problem, and based
on the received information regarding the problem, identify a
probable cause of the problem and a probable solution to the
problem.
19. The system of claim 18, wherein the processor is further
operative to: provide a first inquiry about the problem associated
with the communication system to receive information regarding the
problem; receive a response to the first inquiry; determine, based
on the response to the first inquiry, a second inquiry to provide;
provide the second inquiry; and receive a response to the second
inquiry.
20. The system of claim 19, wherein the processor is further
operative to: determine, based on the response to the second
inquiry, whether to initiate a test of the communication system or
to retrieve second information about the communication system; if a
determination is made to initiate a test of the communication
system, then send a request to a testing device to test the
communication system to determine a probable cause of the problem;
and if a determination is made to retrieve second information about
the communication system, then send a request to a second database
to retrieve the second information about the communication system.
Description
CROSS REFERENCE TO RELATED APPLICATIONS
[0001] The present application claims priority under 35 U.S.C.
.sctn. 119 to co-pending U.S. provisional application No.
60/800,097 entitled "Systems, Methods, and Computer-Readable Media
for Analyzing Communication Problems" filed on May 12, 2006, and
which is expressly incorporated in its entirety herein by
reference.
TECHNICAL FIELD
[0002] The present invention is related to troubleshooting
problems. More particular, the present invention relates to
determining a problem associated with a communication system and a
solution to the problem using a computer-implemented
troubleshooting methodology.
BACKGROUND
[0003] Users of technical devices, such as computers and
computer-related systems, often experience technical or operating
issues related to those systems which require assistance in
identifying the issues as well as a solution to the issues. Often,
computers and computer-related systems are supported by people
having technical knowledge and training in assisting customers with
issues most likely to occur with the systems or related
applications. In such situations, the customer of the problematic
system may contact such a technical-support person who, with input
from the customer, may recognize and help solve the system
problems.
[0004] Typically, technical-support persons contacted to assist
with system problems are located remotely from the site of the
system and must, therefore, talk with a customer of the system by
telephone to understand and resolve a problem occurring with the
customer's system. Troubleshooting a technical or operating issue
with a computer or computer-related system can be a difficult task
for a technical-support person for a number of reasons. In
particular, since a technical-support person typically cannot be
physically present at the site of the problematic system to
directly observe the problems occurring with the system, the
technician must rely on information about the problem from the
customer of the system to make a decision about the cause of and
solution to the problem. Often, the customer of the system is not
technically knowledgeable and thus may not understand or be able to
convey the issues occurring with the system in a manner meaningful
to the technical-support person, leading the technical-support
person to misdiagnose the system problem. Moreover,
technical-support persons may not follow a uniform procedure for
gathering information from a customer and thus ask questions that
are not understandable to the customer or forget to ask particular
questions which would provide the technician with a clearer view of
the problem and solution. If the technician can more efficiently
troubleshoot system issues experienced by customers, both the
technician and the customers may avoid wasteful and time-consuming
efforts in solving the problem.
SUMMARY OF THE INVENTION
[0005] In accordance with embodiments of the present invention, the
above and other problems are addressed by providing methods,
systems, and computer-readable media for troubleshooting a problem
associated with a communication system. According to one aspect of
the present invention, a method is provided for assisting in
troubleshooting a problem associated with a communication system.
The method involves retrieving first information regarding the
communication system and determining whether the first information
indicates a probable cause of the problem associated with the
communication system. If the first information does indicate a
probable cause of the problem, then a probable solution is provided
based on the indicated probable cause. If, on the other hand, the
first information does not indicate a probable cause of the
problem, then information regarding the problem is retrieved. The
retrieved information regarding the problem is used to determine a
probable cause of the problem and a probable solution to the
problem.
[0006] According to another aspect of the present invention, a
computer-readable medium is provided having instructions stored
thereon which, when executed by a computer, causes the computer to
receive a request to troubleshoot a problem associated with a
communication system. In response to the request, a first inquiry
about the problem is provided and a response to the first inquiry
is received. Based on the response to the first inquiry, a second
inquiry about the problem is provided and a response to the second
inquiry is received. Based on the response to the second inquiry, a
probable cause of the problem and a probable solution to the
problem are determined. The probable solution is then implemented
to solve the problem associated with the communication system.
[0007] According to yet another aspect of the present invention, a
system for assisting in troubleshooting a problem associated with a
communication system is provided. The system includes a memory
device for storing a program for assisting in troubleshooting a
problem associated with a communication system, and a processor
functionally coupled to the memory device and responsive to
instructions contained in the program. The program is operative to
retrieve first information regarding the communication system from
a first database and determine whether the first information
indicates a probable cause of the problem associated with the
communication system. If the first information indicates a probable
cause of the problem, then a probable solution to the problem based
on the probable cause is provided. If, on the other hand, the first
information does not indicate a probable cause of the problem, then
information regarding the problem is received, and based on the
received information regarding the problem, a probable cause of the
problem and a probable solution to the problem are identified.
[0008] The above-described aspects of the invention may also be
implemented as a computer-controlled apparatus, a computer process,
a computing system, or as an article of manufacture such as a
computer program product or computer-readable medium. The computer
program product may be a computer storage media readable by a
computer system and encoding a computer program of instructions for
executing a computer process. The computer program product may also
be a propagated signal on a carrier readable by a computing system
and encoding a computer program of instructions for executing a
computer process.
[0009] These and various other features as well as advantages,
which characterize the present invention, will be apparent from a
reading of the following detailed description and a review of the
associated drawings.
BRIEF DESCRIPTION OF THE DRAWINGS
[0010] FIG. 1 illustrates a network operating environment utilized
in various embodiments of the present invention;
[0011] FIGS. 2-5 illustrate graphical user interfaces provided by
various embodiments of the present invention;
[0012] FIG. 6 is a flow diagram illustrating aspects of a process
for troubleshooting a problem associated with a communication
system based on various embodiments of the present invention;
and
[0013] FIGS. 7A-7C are flow diagrams illustrating a troubleshooting
methodology utilized for troubleshooting a problem associated with
a communication system based on various embodiments of the present
invention.
DETAILED DESCRIPTION OF THE INVENTION
[0014] Embodiments of the present invention provide methods,
systems, apparatus, and computer-readable media for troubleshooting
a problem associated with a communication system. In the following
detailed description, references are made to the accompanying
drawings that form a part hereof, and in which are shown by way of
illustration specific embodiments or examples. Referring now to the
drawings, in which like numerals represent like elements through
the several figures, aspects of the present invention and the
exemplary operating environment will be described.
[0015] FIG. 1 and the following discussion are intended to provide
a brief, general description of a suitable computing environment in
which the invention may be implemented. While the invention will be
described in the general context of program modules that execute in
conjunction with an application program that runs on an operating
system on a computer system, those skilled in the art will
recognize that the invention may also be implemented in combination
with other program modules.
[0016] Generally, program modules include routines, programs,
components, data structures, and other types of structures that
perform particular tasks or implement particular abstract data
types. Moreover, those skilled in the art will appreciate that the
invention may be practiced with other computer system
configurations, including hand-held devices, multiprocessor
systems, microprocessor-based or programmable consumer electronics,
minicomputers, mainframe computers, and the like. The invention may
also be practiced in distributed computing environments where tasks
are performed by remote processing devices that are linked through
a communications network. In a distributed computing environment,
program modules may be located in both local and remote memory
storage devices.
[0017] Turning now to FIG. 1, an illustrative operating environment
100 for practicing the various embodiments of the present invention
will now be described. In particular, a customer may use a
communication device 102 to contact and communicate with a customer
support technician at a workstation 106 to assist in identifying
and solving one or more problems the customer is experiencing with
a communication system 146. According to embodiments of the present
invention, the communication system 146 may include a communication
device such as, but not limited to, a cellular telephone, a
wireline telephone, a Voice over Internet Protocol ("VoIP")
telephone, a WI-FI telephone, a WiMAX telephone, or a personal data
assistant ("PDA"); a computing device such as, but not limited to,
a general purpose desktop computer, a laptop computer, a hand-held
computer, or any other device capable of executing one or more
application programs; or an entertainment device such as, but not
limited to a television or a digital video recorder ("DVR"). The
communication system 146 may also include one or more networks
providing services to the communication, computing, and/or
entertainment device including, but not limited to, a cellular
network, a public switched telephone network ("PSTN"), an
integrated services digital network ("ISDN"), a Wireless Local Area
Network ("WLAN") such as a WI-FI network, a Wireless Wide Area
Network ("WWAN"), a Wireless Personal Area Network ("WPAN") such as
BLUETOOTH, a Wireless Metropolitan Area Network ("WMAN") such a
WiMAX network, a wired Wide Area Network ("WAN") such as the
Internet, a wired ("Local Area Network") LAN such as the Ethernet,
a wired Personal Area Network ("PAN"), a wired Metropolitan Area
Network ("MAN"), satellite network, a cable network, or any
combination thereof. For example, a customer may contact a customer
support technician to report that the customer is not able to
access the Internet using her desktop computer.
[0018] The communication device 102 used to communicate with a
customer support technician may include any device capable of
sending and receiving communications including, but not limited to,
a cellular telephone, a Plain Old Telephone Service ("POTS")
telephone, a VoIP telephone, a WI-FI telephone, a WiMAX telephone,
a computer, or a PDA. The technician may receive a communication
from the customer using a device similar to the communication
device 102. The communication between the customer and the customer
support technician may occur through a telephone call, email
correspondence, text messages, or instant messages.
[0019] According to an embodiment of the present invention, the
communication device 102 and the device used by the customer
support technician to communicate with the customer may be
associated with a network 104 such that communications provided by
the communication device of the customer is sent via the network to
the communication device used by the technician, and vice versa.
The network 104 may include a wireless network such as, but not
limited to, a WLAN such as a WI-FI network, a WWAN, a WPAN such as
BLUETOOTH, a WMAN such a WiMAX network, or a cellular network.
Alternatively, the network 104 may be a wired network such as, but
not limited to, a WAN such as the Internet, a LAN such as the
Ethernet, a PAN, or a MAN.
[0020] Once a customer support technician is contacted by a
customer reporting a problem with a communication system, such as
the communication system 146, the technician may utilize the
workstation 106 to access and use a troubleshooting tool and an
associated troubleshooting methodology of the present invention to
assist the technician in identifying and curing the problem
affecting the communication system 146 of the customer. Although
the description provided herein refers to troubleshooting problems
associated with a computing device receiving broadband Internet
service such as Digital Subscriber Line ("DSL") service or cable
modem service, it should be appreciated that various embodiments of
the present invention may be used to troubleshoot problems
encountered by customers using any communication, computing, or
entertainment device receiving service provided by one or more
networks as described above.
[0021] As shown in FIG. 1, a network 108 interconnects the
workstation 106 and one or more server computers 110. It should be
appreciated that the network 108 may comprise any type of wireless
computing network including, but not limited to, a WLAN such as a
WI-FI network; a WWAN; a WPAN such as BLUETOOTH; a WMAN such a
WiMAX network, or any type of wired computing network including,
but not limited to, a WAN such as the Internet; a LAN such as the
Ethernet; a PAN; or a MAN. The network 108 provides a medium for
enabling communication between the workstation 106, the server
computer 110, and other computer systems connected to or accessible
through the network 108. In an embodiment of the present invention,
the workstation 106 may communicate with the server computer 110
through the network 108 to access and utilize a troubleshooting
methodology 128 provided by a troubleshooting tool ("TT") program
126 stored on the server computer 110, as will be discussed in
greater detail below.
[0022] In an embodiment of the present invention, the workstation
106 may include a general purpose desktop, laptop, or hand-held
computer capable of executing one or more application programs. In
particular, according to the various embodiments of the present
invention, the workstation 106 is operative to execute a web
browser application, such as the INTERNET EXPLORER browser from
MICROSOFT CORPORATION of Redmond, Wash., from a mass storage device
for retrieving, viewing, and interacting with content provided by
the server computer 110. In particular, the web browser application
of the workstation 106 may be operative to retrieve and view
content provided by the TT program 126 during troubleshooting of a
problem, as discussed in greater detail below.
[0023] The workstation 106 may also include a central processing
unit ("CPU"), a system memory, including a random access memory
("RAM") and a read-only memory ("ROM"), and a system bus that
couples the system memory to the CPU. The workstation 106 may
connect to the network 108 through a network interface unit
connected to the bus of the workstation. It should be appreciated
that the network interface unit may also be utilized to connect to
other types of networks and remote computer systems. The
workstation 106 may also include an input/output controller for
receiving and processing input from a number of other devices,
including a keyboard, mouse, scanner, digital computer, or
electronic stylus. Similarly, the input/output controller of the
workstation 106 may provide output to a display screen, a printer,
or other type of output device. It should be understood by those
skilled in the art that the TT program 126 may be stored on and
executed from the workstation 106 to assist a technician in
troubleshooting issues affecting a communication system 146 of a
customer.
[0024] The server computer 110 may include a standard server
computer capable of providing services to other computing systems,
such as the workstation 106, over the network 108. The server
computer 110 is operative to store and execute a web server
application 124, such as the INTERNET INFORMATION SERVER from
MICROSOFT CORPORATION. It should be appreciated by those skilled in
the art that other web server applications may also be utilized. In
an embodiment of the present invention, the web server application
124 may be stored in a mass storage device 122 of the server
computer 110. The web server application 124 is operative to
execute the TT program 126, which may also be stored in the mass
storage device 122, and receive and respond to requests from
computer systems connected to the network 108 for information and
services provided by the TT program 126 described herein. As
illustrated in FIG. 1 and discussed further below, the mass storage
device 122 of the server computer 110 may also include business
rules 130 used by the TT program 126 when troubleshooting a problem
associated with the communication system 146. It should be
appreciated that the business rules 130 may be stored in a database
(not shown) located external to the server computer 110. In an
embodiment of the present invention, a database storing the
business rules 130 may be connected to the server computer 110 by a
computing network, such as the network 108, such that the TT
program 126 of the server computer 110 can access the business
rules 130.
[0025] The server computer 110 my also include a CPU 114, a system
memory 116, including a RAM 118 and a ROM 120, and a system bus 132
that couples the system memory and the mass storage device 122 to
the CPU 114. The CPU 114 of the server computer 110 may be a
standard central processor that performs arithmetic and logical
operations, a more specific purpose programmable logic controller
("PLC"), a programmable gate array, or other type of processor
known to those skilled in the art and suitable for controlling the
operation of the server computer. CPUs are well-known in the art,
and therefore not described in further detail herein. The mass
storage device 122 is connected to the CPU 114 through a mass
storage controller (not shown) connected to the bus 132. The mass
storage device 122 and its associated computer-readable media
provide non-volatile storage for the sever computer 110. Although
the description of computer-readable media contained herein refers
to a mass storage device, such as a hard disk or CD-ROM drive, it
should be appreciated by those skilled in the art that
computer-readable media can be any available media that can be
accessed by the server computer 110.
[0026] By way of example, and not limitation, computer-readable
media may comprise computer storage media and communication media.
Computer storage media includes volatile and non-volatile,
removable and non-removable media implemented in any method or
technology for storage of information such as computer-readable
instructions, data structures, program modules, or other data.
Computer storage media includes, but is not limited to, RAM, ROM,
Erasable Programmable ROM ("EPROM"), Electrically Erasable
Programmable ROM ("EEPROM"), flash memory or other solid state
memory technology, CD-ROM, digital versatile disks ("DVD"), or
other optical storage, magnetic cassettes, magnetic tape, magnetic
disk storage or other magnetic storage devices, or any other medium
which can be used to store the desired information and which can be
accessed by the server computer 110.
[0027] As discussed above and according to various embodiments of
the invention, the server computer 110 operates in a networked
environment using logical connections to remote computers through
the network 108, such as the Internet. The server computer 110 may
connect to the network 108 through a network interface unit 112
connected to the bus 132. It should be appreciated that the network
interface unit 112 may also be utilized to connect to other types
of networks and remote computer systems, as discussed in further
detail below.
[0028] In an embodiment of the present invention, the TT program
126 communicates with systems and databases located external to the
server computer 110 to assist in diagnosing and solving customer
communication system 146 problems. In particular, when a customer
contacts a customer support technician at the workstation 106
regarding a communication system 146 problem, the technician may
use the workstation to access the TT program 126 provided by the
server computer 110 to troubleshoot the problem. Based on
information about the problem provided to the TT program 126, the
program may send requests to and retrieve information relevant to
the communication system 146 and the problem affecting the
communication system 146 from one or more systems 134, 136, 138,
140, and 142 and one or more databases 132, 144 through the network
108. It should be appreciated that the systems and databases
utilized by the TT program 126 may be stored on computing systems
similar to the server computer 110. In an embodiment of the present
invention, the server computer 110 may communicate with the systems
134, 136, 138, 140, and 142 and the databases 132, 144 over the
network 108 through the network interface unit 112 as well as
through servlets associated with the systems and databases.
[0029] As illustrated in FIG. 1, the systems 134, 136, 138, 140,
and 142 and databases 132, 144 accessed by the TT program 126 may
include, but are not limited to, a Master Customer Database
("MCDB") 132, a Services Outage Notification System ("SONS") 134, a
Service Order Entry Gateway ("SOEG") 136, a System Operation
Technical Assistance Center ("STAC") 138, a repair system 140 such
as the EREPAIR SYSTEM from BELLSOUTH CORPORATION of Atlanta, Ga., a
Service Test Management ("STM") system 142, and an Online Solution
Systems ("OSS") articles database 144.
[0030] According to embodiments of the present invention, the MCDB
132 provides a variety of information about a particular customer
and the services and communication systems, such as the
communication system 146, used by the particular customer. The MCDB
132 may provide billing information associated with customers for a
number of applications, including the TT program 126, and
downstream systems and may be the core component on which critical
applications, such as billing and registration, act.
[0031] According to embodiments of the present invention, the SONS
134 provides information regarding outage information, if any,
associated with a particular communication system 146. In
particular, the SONS 134 may provide a consolidated view of outage
time, date, duration, and estimated time to repair. The SONS 134
may be used to determine information regarding dial, email, and DSL
non-Broadband gateway outages.
[0032] The SOEG 136 provides information regarding service requests
associated with a particular customer or communication system 146
including, but not limited to, the type of service request
associated with the system and the status of the service request as
well as identification information regarding paths over which data
is transported through the communication system 146. Service
requests may be automatically provisioned for service using the
SOEG 136. To receive information regarding a service request, the
SOEG 136 may provide a service request form to be completed by a
customer with information regarding a particular request and then
submitted to a service group based on the completed
information.
[0033] The STAC 138 provides further information regarding a
particular customer and the customer's communication systems, such
as the communication system 146, including, but not limited to,
username and password information, IP address information, email
mailbox information, and speed test and ping test results.
[0034] The repair system 140 provides information about service
order tickets and technician dispatches associated with a
particular communication system 146 and provides troubleshooting
testing of communication systems to determine issues with the
systems. A service order ticket including information about a
customer's service issue may be electronically entered through the
repair system 140. The repair system 140 may also provide repairs
for issues associated with communication systems and provide
real-time status information regarding all service order
tickets.
[0035] The STM system 142 may receive and store information from
the TT program 126 regarding results of tests performed on
communication systems during troubleshooting, and the OSS articles
database 144 may provide detailed information to a technician using
the TT program 126 about the troubleshooting methodology provided
by the TT program 126. It should be understood by those skilled in
the art that the systems and databases accessed by the TT program
126 of the present invention are provided by way of illustration
only and that any systems and databases capable of providing
information and conducting tests and repairs helpful to
troubleshooting problems associated with a communication system 146
may be used.
[0036] According to embodiments of the present invention, the TT
program 126 may be integrated with collaboration software such as
GROOVE VIRTUAL OFFICE program. By using the TT program 126 in
combination with collaboration software, entities located remotely
from a technician using a workstation to access the TT program 126
such as, but not limited to, other technicians, customers, call
centers, outside experts, and vendors, may be able to view
graphical user interfaces provided by the TT program 126 via
workstations associated with each of the entities. The remotely
located entities may be able to discuss and debate troubleshooting
issues with the technician accessing the TT program 126 to assist
in troubleshooting a customer's communication system 146
problem.
[0037] Turning now to FIGS. 2-5, graphical user interfaces ("GUIs")
200, 300, 400, and 500 provided by the TT program 126 during
troubleshooting of a problem associated with a communication system
146 will be described. It should be appreciated by those skilled in
the art that the layout and design of the interfaces provided by
the TT program 126 and described herein are provided by way of
illustration only and should not be construed to limit the present
invention. When a technician at the workstation 106 receives a call
from a customer experiencing a problem with a communication system
146 supported by the technician, the technician may access the TT
program 126 by providing a universal resource locator ("URL")
address associated with the TT program at the workstation. In
response, the server computer 110 may execute the TT program 126
which may provide a TT home GUI 200, as illustrated in FIG. 2, to
the workstation 106 through the network 108.
[0038] In an embodiment of the present invention, the TT home GUI
200 provides an identification field 202 for receiving information
identifying the customer reporting the problem and/or information
identifying the communication system 146 associated with the
customer experiencing the problem. The identification information
may include a telephone number associated with the customer, an
email address, a physical address, or any other information that
uniquely identifies a customer and/or the communication system 146
associated with the customer. The TT home GUI 200 may also provide
a troubleshoot issue button 204 which, when selected, initiates a
request to begin a troubleshoot session to identify and resolve a
problem affecting the communication system 146 associated with the
information received at the identification field 202. In an
embodiment of the present invention, the TT home GUI 200 may
further include a notes portion 206 for displaying information
gathered and notes taken during previous troubleshooting sessions
regarding the communication system 146 associated with the
information received at the identification field 202.
[0039] When the troubleshooting issue button 204 is selected, the
TT program 126 may provide an information GUI 300, as illustrated
in FIG. 3. According to embodiments of the present invention, the
information GUI 300 may include a service order portion 302 for
receiving and displaying information regarding service requests
associated with the communication system 146 at issue from the SOEG
136, an outage portion 304 for receiving and displaying outage
information regarding the communication system 146 from the SONS
134, and a customer information portion 306 for receiving and
displaying account information corresponding to the customer of the
communication system 146 from the MCDB 132. The information
displayed in the portions 302-306 of the information GUI 300 may be
associated with indications 308a-308f which represents whether,
based on the business rules 130, the information passed, failed, or
received a warning, as will be discussed in greater detail below.
In an embodiment of the present invention, a passing indication may
be a green flag, a failing indication may be a red "x", and a
warning indication may be an orange flag.
[0040] The information GUI 300 may also include a troubleshooting
questions portion 310 which displays questions and instructions
provided by the troubleshooting methodology 128 of the TT program
126 to be asked by the technician to the customer for assisting in
diagnosing and resolving the communication system 146 problem. The
troubleshooting questions portion 310 may include response buttons
312, 314 which may be selected to respond to the displayed
questions. As will be discussed in further detail below, the
questions displayed in the troubleshooting questions portion 310
may be provided in a sequence determined by the troubleshooting
methodology 128 of the TT program 126. The information GUI 300 may
further include a close button 316 for closing the information GUI
300 and a finish button 318 for ending the troubleshooting session
with the TT program 126.
[0041] In response to the answer selected to the troubleshooting
questions displayed in the troubleshooting questions portion 310,
the TT program 126 may provide an information and testing GUI 400
for displaying further information about the communication system
146 at issue as well as results from tests performed on the
communication system 146, as illustrated in FIGS. 4A-4B. In
particular, the information and testing GUI 400 may include an
information portion 402 for displaying information from the STAC
138 regarding the customer and the communication system 146
including, but not limited to, username and password information,
IP address information, email mailbox information, and results of
speed and ping tests performed on the communication system 146, as
shown in FIG. 4A.
[0042] A testing portion 412 may also be provided by the
information and testing GUI 400 for displaying a selected process
flow provided by the repair system 140 and results of tests
performed by the repair system on the communication system 146 at
issue based on the selected process flow, as illustrated in FIG.
4B. As shown in FIG. 4A, prior to receiving information in the
testing portion 412, the information and testing GUI 400 may also
include a close button 420 for closing the GUI and a finish button
422 for ending the troubleshooting session. According to various
embodiments of the present invention, whether information is
provided by the STAC 138 and displayed in the information portion
402 of the information and testing GUI 400 or provided by the
repair system 140 and displayed in the testing portion 412 may
depend on responses to the troubleshooting questions and the
troubleshooting methodology 128 of the TT program 126, as discussed
in greater detail below.
[0043] In an embodiment of the present invention, the information
portion 402 may be associated with an Activate button 404, a Ping
button 406, a Ping 1.2 button 408, and a Match Password button 410.
When selected, the Activate button 404 may cause a request to
retrieve data from the STAC 138 to be sent to the STAC followed by
a request to perform a ping test on the communication system 146.
The ping test may be performed by the TT program 126, another
application associated with the server computer 110, or the systems
134-142 accessed by the TT program. The retrieved data and test
results may be displayed in the information portion 402. Selection
of the Ping button 406 and the Ping 1.2 button 408 may send a
request to perform a regular ping test and a heavy ping test,
respectively, on the communication system 146. When received, the
results of the tests may be displayed in the information portion
402. The Match Password button 410, when selected, may issue a
request to the STAC 138 to correct customer information provided by
the STAC when the customer information indicates that an email
password and a point to point password associated with the customer
do not match. In an embodiment of the present invention, enablement
of the Match Password button 410 for selection may depend on
whether information received from the STAC 138 indicates mismatched
customer passwords.
[0044] According to various embodiments of the present invention,
the testing portion 412 of the information and testing GUI 400 may
be associated with a Sync No Surf button 414, a Port Reset button
416, and a No Sync button 418. When selected, the port reset button
416 may cause a request to be sent to the repair system 140 to
reset one or more ports associated with the communication system
146 at issue to try and cure the communication system 146 problem.
Results of the port reset may be displayed in the testing portion
412. The Sync No Surf button 414, when selected, may cause a
request to be sent to the repair system 140 to provide a process
flow associated with a Sync No Surf problem. The Sync No Surf flow
may be displayed in the testing portion 412 and executed by the
technician to initiate tests associated with a Sync No Surf problem
to be performed on the communication system 146 by the repair
system 140. Once completed, the results of the tests performed by
the repair system 140 may also be displayed in the testing portion
412. In an embodiment of the present invention, results of the
tests associated with the Sync No Surf flow may also be transmitted
by the server computer 110 executing the TT program 126 to the STM
system 142 which stores information regarding all tests performed
on a communication system 146 for future referral.
[0045] Similarly, the No Sync button 418, when selected, may cause
a request to be sent to the repair system 140 to provide a process
flow associated with a No Sync problem. The No Sync flow may be
displayed in the testing portion 412 and executed by the technician
to initiate tests associated with a No Sync problem to be performed
on the communication system 146 by the repair system 140. The
results of the tests may be displayed in the testing portion 412.
In an embodiment of the present invention, results of the tests
associated with the No Sync flow may also be transmitted by the
server computer 110 executing the TT program 126 to the STM system
142 which stores information regarding all tests performed on a
communication system 146 for future referral. Tests associated with
the Sync No Surf flow and the No Sync flow may include, but are not
limited to, a ports status test which takes a snapshot of the
communication system 146 at issue to analyze the health of the
lines of the system; a provisioning check audit which checks
whether provisioning of all lines associated with the communication
system 146 is complete, and a sync test which drops the sync rate
of lines associated with the communication system 146 to a lowest
sync rate to try and gain sync.
[0046] The results from the tests performed based on both the Sync
No Surf flow and the No Sync flow are used by the technician to
further determine a possible cause for the communication system 146
problem. Moreover, once the results are displayed in the testing
portion 412, a Do Not Call Digital Services Group ("DSG") button
422 and a Contact DSG Button 424 may be provided by the information
and testing GUI 400, as illustrated by FIG. 4B. Depending on the
results of the tests, the technician may select the Do Not Call DSG
button 422 to request a dispatch of a technician to assist in
solving the communication system 146 problem or the Call DSG button
424 to contact a DSG to assist in solving the problem. Once either
of these buttons 422, 424 is selected, the troubleshooting session
may be closed.
[0047] When a possible solution to the communication system 146
problem has been determined, the TT program 126 may provide a
solutions GUI 500 including a solutions portion 502 for displaying
the solution to the problem and a summary portion 504 providing a
synopsis of the tests performed and corresponding results found as
well as any notes provided by the technician during the
troubleshooting session with the TT program, as illustrated in FIG.
5. All or a portion of the synopsis from the summary portion 504 of
the solutions GUI 500 may be provided to the TT home GUI 200 for
display in the notes portion 206, illustrated in FIG. 2. The
solutions GUI 500 may also include a feedback hyperlink 510 which,
when selected, allows a technician to provide feedback information
regarding pros and cons of the TT program 126. Moreover, the
solutions GUI 500 may include a close button 506 for closing the
GUI and a finish button 508 for ending the troubleshooting
session.
[0048] Referring now to FIG. 6, further details regarding the
operation of the TT program 126 will be described. In particular,
FIG. 6 illustrates a routine 600 for troubleshooting, using the TT
program 126, an issue experienced by a customer of the
communication system 146. The routine 600 begins at operation 602,
where the TT program 126 receives a request to troubleshoot a
problem with a communication system 146. As discussed above, when
information is provided in the identification field 202 of the TT
home GUI 200 displayed at the workstation 106 and the troubleshoot
issue button 204 is selected, a request is received by the TT
program 126 through the network 108 to troubleshoot a problem with
the communication system 146 associated with the information
provided at the identification field. The routine 600 then proceeds
to operation 604, where the TT program 126, in response to
receiving the troubleshoot request, may retrieve first information
regarding the communication system 146 associated with the
information provided at the identification field 202 and the
customer of the system. In an embodiment of the present invention,
the TT program 126 may retrieve the first information from one or
more external systems and databases through the network 108 or from
the mass storage device 122 of the server computer 110. In an
embodiment of the present invention, the first information may
include customer account information associated with the
communication system 146 from the MCDB 132; outage information
associated with the communication system 146 from the SONS 134; and
service request information associated with the communication
system 146 from the SOEG 136 including, but not limited to, status
information concerning the service request, the type of service
request associated with the system, and identification information
regarding a path over which data is transported through the
communication system 146. It should be understood that the first
information may include any data about the communication system
146, the problem associated with the communication system 146, the
customer of the communication system 146, or any combination
thereof.
[0049] From operation 604, the routine 600 proceeds to operation
606, where the TT program 126 accesses the business rules 130 and
analyzes the first information retrieved regarding the
communication system 146 against the business rules to determine
whether to associate the first information with a passing, failing,
or warning indication. In an embodiment of the present invention,
the business rules 130 dictate which values of the first
information pass, fail, or require a warning. For example, if the
outage information retrieved from the SONS 134 indicates that no
known outage affecting the communication system 146 at issue is
scheduled or that an outage affecting the communication system 146
has already been closed, then the business rules 130 may provide
that the outage information be associated with a pass indication.
If, on the other hand, the retrieved outage information indicates
that an outage affecting the communication is open or occurring,
then the business rules 130 may provide that the outage information
be associated with a fail indication. Moreover, if the outage
information received from the SONS 134 is blank or empty, then the
business rules 130 may provide that the outage information be
associated with a warning indication.
[0050] The business rules 130 may also determine whether
troubleshooting of the problem should continue or be discontinued
based on the indications associated with the retrieved first
information. According to various embodiments of the present
invention, a passing or warning indication may suggest that a
probable cause of the problem has not or has likely not been
determined based on the retrieved first information, and thus,
troubleshooting of the problem should continue. A failing
indication may suggest that a probable cause of the problem has
been determined based on the retrieved first information, and thus,
troubleshooting of the problem should discontinue and a probable
solution to the problem be provided. Moreover, the business rules
130 may provide an exception to information associated with a
failing indication such that even if certain portions of the
retrieved first information are associated with a failing
indication, troubleshooting of the communication system 146 problem
should continue. For example, if a failing indication is associated
with outage information from the SONS 134 regarding an email system
or associated with account information from the MCDB 132, the
business rules 130 may instruct the TT program 126 to continue the
problem troubleshooting even though the information is associated
with a failing indication. It should be appreciated that the
business rules 130 described herein are provided by way of
illustration only and should not be construed to limit the present
invention.
[0051] From operation 606, the routine 600 proceeds to operation
608, where the TT program 126 determines whether any of the
retrieved first information is associated with a failing
indication. If so, then the routine 600 proceeds from operation 608
to operation 610, where a probable cause and solution to the
problem affecting the communication system 146 are provided in the
solution portion 502 of the solutions GUI 500. The routine 600 then
proceeds to operation 612, where the troubleshooting session is
terminated, and the routine 600 ends. If, back at operation 608, a
determination is made that all of the retrieved first information
is associated with a passing and/or warning indication, then the
routine 600 proceeds to operation 614.
[0052] At operation 614, the TT program 126 may access the
troubleshooting methodology 128 to determine what actions to take
to assist in troubleshooting the communication system 146 problem.
According to exemplary embodiments, the troubleshooting methodology
128 is a process flow schema which provides a systematic approach
for identifying probable causes of problems affecting a
communication system, such as the communication system 146, and
probable solutions to the problems. In an embodiment of the present
invention, the troubleshooting methodology 128 may provide a flow
of actions to be taken by the TT program 126 to identify and
resolve a communication system 146 problem. In particular, the
troubleshooting methodology 128 may provide questions to be
answered by the customer and the technician about the communication
system 146 and the problem affecting the communication system 146,
instructions regarding types of information to be retrieved about
the communication system 146, and instructions regarding tests to
be performed on the system to determine and solve the system
problem as well as the order in which the questions should be
asked, the information should be retrieved, and the tests should be
performed. The actions and sequence associated with performing the
actions provided by the troubleshooting methodology 128 may depend
on the type of communication system 146 associated with the
problem. Moreover, the sequence of questions and actions provided
by the troubleshooting methodology 128 may also be dictated by
answers provided to each of the questions. The troubleshooting
methodology 128 used by the TT program 126 may be updated and
revised to provide a more efficient approach to determining a
probable cause of a problem and a probable solution. Further
functions capable of being provided by the troubleshooting
methodology 128 are described in U.S. Ser. No. 11/239,524, entitled
"Processes for Assisting in Troubleshooting" filed on Sep. 29,
2005, and which is expressly incorporated herein by reference in
its entirety.
[0053] From operation 614, the routine 600 proceeds to operation
616 where a probable cause of the problem and a probable solution
to the problem are determined based on the information about the
problem received through the troubleshooting actions provided by
the troubleshooting methodology 128 and performed by the TT program
126. In an embodiment of the present invention, the probable cause
and/or probable solution may be associated with a hyperlink which,
when selected, may provide further information about the cause and
solution from the OSS articles database 144 The routine 600 then
proceeds to operation 618, where a determination is made whether
the solution can be implemented by the TT program 126. For example,
if the probable solution to the problem includes resetting one or
more ports associated with the communication system 146 at issue,
the TT program may contact the repair system 140 with a request to
reset the one or more ports of the system. If a determination is
made that the probable solution cannot be implemented by the TT
program 126, such as where the solution includes dispatch of a
technician, then the routine 600 proceeds from operation 618 to
operation 612, where the troubleshooting session is terminated and
the routine 600 ends.
[0054] If, back at operation 618, a determination is made that the
solution can be implemented by the TT program 126, then the routine
600 proceeds to operation 620, where the TT program 126 may send a
request to the repair system 140 to implement the determined
solution. The routine 600 then proceeds to operation 622, where a
determination is made whether the implemented solution solved the
problem affecting the communication system 146. If a determination
is made that the implemented solution did not solve the problem,
then the routine 600 proceeds back to operation 614, where the TT
program 126 receives further information about the problem through
inquiries, tests, and retrieved information based on the
troubleshooting methodology 128.
[0055] If a determination is made that the implemented solution did
solve the problem, then the routine 600 proceeds from operation 622
to operation 624, where a determination is made whether the
customer is having any further problems with the communication
system 146. If the customer is having further problems, then the
routine 600 proceeds back to operation 614, where the TT program
126 receives information about the problem through inquiries,
tests, and retrieved information based on the troubleshooting
methodology 128. If the customer is not having any further
problems, then the routine 600 proceeds to operation 612, where the
troubleshooting session is terminated, and the routine 600
ends.
[0056] Turning now to FIGS. 7A-7C, an illustrative troubleshooting
methodology 128 according to embodiments of the present invention
will be described. In particular, FIGS. 7A-7C illustrates a routine
700 provided by the troubleshooting methodology 128 to be used by
the TT program 126 when troubleshooting a communication system 146
problem. It should be understood that the troubleshooting
methodology 128 utilized by the TT program 126 and described herein
is provided by way of illustration only and should not be construed
to limit the present invention.
[0057] As discussed above, once the TT program 126 determines that
retrieved first information regarding a communication system 146
associated with a reported problem and a customer of the system
indicates that troubleshooting of the problem may continue, the TT
program may access the troubleshooting methodology 128 to determine
what actions to take to identify and solve the problem. In an
embodiment of the present invention, actions taken to retrieve and
analyze the first information may also be provided by the
troubleshooting methodology 128.
[0058] The routine 700 begins at operation 702, where the
troubleshooting methodology 128 instructs the TT program 126 to
display a troubleshooting question "Can customer connect to the
internet with other applications?". Once an answer to the question
is received, the TT program 126 accesses the troubleshooting
methodology 128 to determine how to proceed. From operation 702,
the routine 700 proceeds to operation 704, where a determination is
made whether the received answer to the question is yes. If the
received answer is yes, then the routine 700 proceeds to operation
706, where the troubleshooting methodology 128 instructs the TT
program 126 to display the question "Is this an email issue?".
[0059] When an answer to the question is received, the TT program
accesses the troubleshooting methodology 128 to determine how to
proceed. From operation 706, the routine 700 proceeds to operation
708, where a determination is made whether the received answer to
the question is yes. If the received answer is yes, then the
routine 700 proceeds to operation 710, where the troubleshooting
methodology 128 instructs the TT program 126 to provide a solution
to the problem and contact the STAC 138. From operation 710, the
routine 700 proceeds to operation 712, where the troubleshooting
methodology 128 further instructs the TT program 126 to send notes
summarizing the troubleshooting session to the solutions GUI 500
and to close the session.
[0060] If, back at operation 708, the received answer to the
question "Is this an email issue" is no, then the routine 700
proceeds to operation 714, where the troubleshooting methodology
128 instructs the TT program 126 to display the troubleshooting
question "Is this a browser issue?". When an answer to the question
is received, the TT program accesses the troubleshooting
methodology 128 to determine how to proceed. From operation 714,
the routine 700 proceeds to operation 716, where a determination is
made whether the received answer to the question is yes. If the
received answer is yes, then the routine 700 proceeds to operation
718, where the troubleshooting methodology 128 instructs the TT
program 126 to provide a solution to the problem. The routine 700
then proceeds to operation 712, where the troubleshooting
methodology 128 further instructs the TT program 126 to send notes
summarizing the troubleshooting session to the solutions GI 500 and
to close the session.
[0061] If, back at operation 716, the received answer to the
question "Is this a browser issue?" is no, then the routine 700
proceeds to operation 720, where the troubleshooting methodology
128 instructs the TT program 126 to display the troubleshooting
question "Is this an intermittent surf issue?". When an answer to
the question is received, the TT program 126 accesses the
troubleshooting methodology 128 to determine how to proceed. From
operation 720, the routine 700 proceeds to operation 722, where a
determination is made whether the received answer to the question
is yes. If the received answer is yes, then the routine 700
proceeds to operation 724, where the troubleshooting methodology
128 instructs the TT program 126 to send a request to the repair
system 140 to perform an eRepair intermittent surf trouble flow on
the communication system 146 at issue to further identify and
resolve the problem associated with the system. From operation 724,
the routine 700 proceeds to operation 712, where the
troubleshooting methodology 128 further instructs the TT program
126 to send notes summarizing the troubleshooting session to the
solutions GUI 500 and to close the session.
[0062] If, back at operation 722, the received answer to the
question "Is this an intermittent surf issue?" is no, then the
routine 700 proceeds to operation 726, where the troubleshooting
methodology 128 instructs the TT program 126 to send a request to
the repair system 140 to perform an intermittent sync trouble flow
on the communication system 146 at issue to further identify and
resolve the problem associated with the system. From operation 726,
the routine 700 proceeds to operation 712, where the
troubleshooting methodology 128 further instructs the TT program
126 to send notes summarizing the troubleshooting session to the
solutions GUI 500 and to close the session.
[0063] If, back at operation 704, a determination is made that the
answer to the question "Can customer connect to the internet with
other applications?" is no, then the routine 700 proceeds to
operation 728, where the troubleshooting methodology 128 instructs
the TT program 126 to select a modem of the communication system
146. Once the modem is selected, the TT program 126 accesses the
troubleshooting methodology 128 which, at operation 730, further
instructs the TT program to display the troubleshooting question
"Is modem in sync?".
[0064] When an answer to the question is received, the TT program
126 accesses the troubleshooting methodology 128 to determine how
to proceed. From operation 730, the routine 700 proceeds to
operation 732, where a determination is made whether the received
answer to the question is yes. If the received answer is yes, then
the routine 700 proceeds to operation 736, where the
troubleshooting methodology 128 instructs the TT program 126 to
display the question "Does customer have a valid IP address?". When
an answer to the question is received, the TT program 126 accesses
the troubleshooting methodology 128 to determine how to proceed.
From operation 736, the routine 700 proceeds to operation 738,
where a determination is made whether the received answer to the
question is yes. If the received answer is no, then the routine 700
proceeds to operation 740, where the troubleshooting methodology
128 instructs the TT program 126 to provide a solution to the
problem. The routine 700 then proceeds to operation 742, where the
troubleshooting methodology 128 further instructs the TT program
126 to send notes summarizing the troubleshooting session to the
solutions GUI 500 and to close the session.
[0065] If, back at operation 738, a determination is made that the
answer to the question "Does customer have a valid IP address?" is
yes, then the routine 700 proceeds to operation 744, where the
troubleshooting methodology 128 instructs the TT program 126 to
display the troubleshooting question "Can customer ping/surf into
modem?". When an answer to the question is received, the TT program
126 accesses the troubleshooting methodology 128 to determine how
to proceed. From operation 744, the routine 700 proceeds to
operation 746, where a determination is made whether the received
answer to the question is yes. If the received answer is no, then
the routine 700 proceeds to operation 740, where the
troubleshooting methodology 128 instructs the TT program 126 to
provide a solution to the problem. The routine 700 then proceeds to
operation 742, where the troubleshooting methodology 128 further
instructs the TT program 126 to send notes summarizing the
troubleshooting session to the solutions GUI 500 and to close the
session.
[0066] If, back at operation 746, a determination is made that the
answer to the question "Can customer ping/surf into modem?" is yes,
then the routine 700 proceeds to operation 748, where the
troubleshooting methodology 128 instructs the TT program 126 to
contact the STAC 138 and enable the Sync No Surf button 414 and the
Port Reset button 416 on the information and testing GUI 400. At
operation 750, a determination is made whether the Sync No Surf
button 414 was selected. If so, then the routine 700 proceeds to
operation 756, where the troubleshooting methodology 128 instructs
the TT program 126 to send a request to the repair system 140 to
perform a Sync No Surf trouble flow on the communication system 146
at issue to further identify and resolve the problem associated
with the system. From operation 756, the routine 700 proceeds to
operation 742, where the troubleshooting methodology 128 further
instructs the TT program 126 to send notes summarizing the
troubleshooting session to the solutions GI 500 and to close the
session.
[0067] If, back at operation 750, a determination is made that the
Port Reset button 416 was selected, then the routine 700 proceeds
to operation 752, where the troubleshooting methodology 128
instructs the TT program 126 to send a request to the repair system
140 to reset one or more ports associated with the communication
system 146 at issue. From operation 752, the routine 700 proceeds
to operation 754, where a determination is made whether resetting
the one or more ports cleared the problem with the communication
system 146. If a determination is made that the port resetting did
not clear the problem, then the routine 700 proceeds to operation
756, where the troubleshooting methodology 128 instructs the TT
program 126 to send a request to the repair system 140 to perform a
Sync No Surf trouble flow on the communication system 146 at issue
to further identify and resolve the problem associated with the
system. From operation 756, the routine 700 proceeds to operation
742, where the troubleshooting methodology 128 further instructs
the TT program 126 to send notes summarizing the troubleshooting
session to the solutions GUI 500 and to close the session. If, back
at operation 754, a determination is made that the port resetting
did clear the problem, then the routine 700 proceeds to operation
742, where the troubleshooting methodology 128 instructs the TT
program 126 to send notes summarizing the troubleshooting session
to the solutions GUI 500 and to close the session.
[0068] If, back at operation 732, a determination is made that the
answer to the question "Is modem in sync?" is no, then the routine
700 proceeds to operation 734, where the troubleshooting
methodology 128 instructs the TT program 126 to display a solution
and enable the No Sync button 418 and the Port Reset button 416 on
the information and testing GUI 400. From operation 732, the
routine 700 proceeds to operation 758, where a determination is
made whether the No Sync button 418 was selected. If so, then the
routine 700 proceeds to operation 764, where the troubleshooting
methodology 128 instructs the TT program 126 to send a request to
the repair system 140 to perform a No Sync trouble flow on the
communication system 146 at issue to further identify and resolve
the problem associated with the system. From operation 764, the
routine 700 proceeds to operation 766, where the troubleshooting
methodology 128 further instructs the TT program 126 to send notes
summarizing the troubleshooting session to the solutions GUI 500
and to close the session.
[0069] If, back at operation 758, a determination is made that the
Port Reset button 416 was selected, then the routine 700 proceeds
to operation 760, where the troubleshooting methodology 128
instructs the TT program 126 to send a request to the repair system
140 to reset one or more ports associated with the communication
system 146 at issue. From operation 760, the routine 700 proceeds
to operation 762, where a determination is made whether resetting
the one or more ports cleared the problem with the communication
system 146. If a determination is made that the port resetting did
not clear the problem, then the routine 700 proceeds to operation
764, where the troubleshooting methodology 128 instructs the TT
program 126 to send a request to the repair system 140 to perform a
No Sync trouble flow on the communication system 146 at issue to
further identify and resolve the problem associated with the
system. From operation 764, the routine 700 proceeds to operation
766, where the troubleshooting methodology 128 further instructs
the TT program 126 to send notes summarizing the troubleshooting
session to the solutions GUI 500 and to close the session. If, back
at operation 762, a determination is made that the port resetting
did clear the problem, then the routine 700 proceeds to operation
766, where the troubleshooting methodology 128 instructs the TT
program 126 to send notes summarizing the troubleshooting session
to the solutions GUI 500 and to close the session.
[0070] It will be appreciated that embodiments of the present
invention provide methods, systems, apparatus, and
computer-readable media for troubleshooting a problem associated
with a communication system. Although the invention has been
described in language specific to computer structural features,
methodological acts, and by computer readable media, it is to be
understood that the invention defined in the appended claims is not
necessarily limited to the specific structures, acts, or media
described. Therefore, the specific structural features, acts, and
mediums are disclosed as exemplary embodiments implementing the
claimed invention.
[0071] The various embodiments described above are provided by way
of illustration only and should not be construed to limit the
invention. Those skilled in the art will readily recognize various
modifications and changes that may be made to the present invention
without following the example embodiments and applications
illustrated and described herein, and without departing from the
true spirit and scope of the present invention, which is set forth
in the following claims.
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