Integrated interface for Web based customer care and trouble management
US6032184A · kind A · utility
Assignee
Inventors
Key dates
| Filing date | Sep 24, 1998 |
| Grant date | Feb 29, 2000 |
| Priority date | — |
| Expiry date | Sep 24, 2018 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2215/82
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
A system and method for opening and tracking trouble tickets over the public Internet. A customer service management system provides information included within a customer profile record to a Web enabled infrastructure which is accessible by a remote customer workstation having a Web browser and Internet access. The customer profile information is used to prepopulate data fields in dialogs used to open a trouble ticket. Once a trouble ticket is opened, the customer workstation tracks the existing trouble tickets through a browser based graphical user interface. The graphical user interface provides current and historical status reports of the actions taken to resolve a network event and the service organizations responsible for resolving the network event.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.