Abstract: Novel tools and techniques are provided for implementing call center-based automated interface with network switches for Internet service diagnostics and provisioning. In various embodiments, in response to receiving a request by a call center user to access an Internet service customer account, a computing system may access information regarding the Internet service customer account that is stored in a database, may identify a network switch that is configured to provide Internet service to customer premises equipment (“CPE”) disposed at a customer premises associated with the customer, based at least in part on the accessed information, and may autonomously access, from other databases, information associated with the Internet service customer account and with a network profile. The computing system may integrate the accessed information, may generate and present a user interface (“UI”) displaying the accessed information, and may autonomously initiate one or more diagnosis and repair procedures.

Abstract: A service request resolution system for resolving requests from customers, the system including a plan maintenance component, including one or more processors, to maintain plans that include an inventory data structure detailing inventory of a plurality of customers, an expert guidance maintenance component including a request resolution data structure including possible actions to resolve requests in respect of items of inventory detailed in the inventory data structure, and an expert guidance system, including one or more processors, operable to dynamically activate and/or deactivate components of the request resolution data structure, the activation or deactivation of components effected according to the plan of a specific customer.

Abstract: An alarm information processing apparatus includes: a setter that sets a threshold about alarm information; an accumulator that accumulates alarms occurring within a predetermined period of time; and a determiner that determines whether the alarm information accumulated by the accumulator exceeds the threshold set by the setter. In the apparatus, the setter sets a threshold about a number of times of occurrence of the alarms, as the threshold about the alarm information, and the accumulator accumulates the number of times of occurrence of the alarms as the alarm information.

Abstract: A computer-implemented method for identifying a problem from unstructured input includes executing on a computer processor the step of identifying context of a problem description from a service support k ticket which adds one or more tags to the service support ticket, each tag corresponding to an end-user symptom within the problem domain. Intent is mapped according to a machine learning model and the one or more tags which identifies a problem and a confidence measure.

Abstract: Methods, systems, and computer-readable media provide for facility integrity testing. According to embodiments, a method for populating a watch list with circuits of a communications network to be monitored for repeat failures is provided. According to the method, a trouble ticket associated with one of the circuits and a trouble code and analysis code (TC/AC) combination associated with the trouble ticket is retrieved. Whether the trouble ticket meets a watch list criterion is determined. In response to determining that the trouble ticket meets the watch list criterion, the trouble ticket and the TC/AC combination are added to the watch list.

Abstract: A diagnostic tool is adapted to include the capability of initiating one or more diagnostic tests, collecting the raw data from the diagnostic test(s) and transporting the raw diagnostic data to an OSS. The OSS interprets the raw diagnostic data and stores the results in a database. The stored results can be searched, sorted, manipulated, analyzed, and the like. The results of any of these operations can then be, for example, displayed to one or more entities such as customer support, network operators, network planners, or the like.

Abstract: A system, method, and media for managing messages, comprising a status push application in communication with a trouble ticket database and a work force administration and control system, the status push application being enabled to detect a status change for a trouble ticket associated with the trouble ticket database and further enabled to selectively push a message to one or more external and potentially non-compatible systems in response to detecting the status change.

Abstract: Systems, methods, and computer program products are provided for testing a voice communication system. A job instruction is transmitted from an application server to a turret via a communications network. The application server causes the turret to execute at least one diagnostic test based on the job instruction. The application server receives, from the turret via the communications network, a message including a result of the at least one diagnostic test.

Abstract: A diagnostic tool is adapted to include the capability of initiating one or more diagnostic tests, collecting the raw data from the diagnostic test(s) and transporting the raw diagnostic data to an OSS. The OSS interprets the raw diagnostic data and stores the results in a database. The stored results can be searched, sorted, manipulated, analyzed, and the like. The results of any of these operations can then be, for example, displayed to one or more entities such as customer support, network operators, network planners, or the like.

Abstract: According to one embodiment, a method may include detecting existence of an alarm-triggering event associated with a service at a maintenance level. The method may also include analyzing one or more parameters associated with carrier traffic for the service. The method may additionally include determining whether a data path for carrier traffic associated with the service is operational based on the analysis of the one or more parameters. The method may further include masking or downgrading an alarm triggered by the alarm-triggering event in response to a determination that the data path is operational.

Abstract: Systems and methods can provide for preventing a false alarm generated during a planned network outage during a maintenance window. Security systems can generate and report alarms to a security center through a communications network. Intruders are known to disable the communication network thereby preventing reporting of an alarm to the security center. Security systems can generate local alarms upon detecting loss of the communications network. It is advantageous for a communications network operator to prevent false alarm generation during periods of planned network outages.

Abstract: Technology is generally described for computing paths between geographical localities. The technology can receive a request for a path between two or more geographical localities, and compute a path based at least on a popularity rating of intermediate geographical localities.

Abstract: An end-to-end test and diagnostic manager and a method of diagnosing service problems in a multi-domain, multi-service network are provided. A database receives and stores service and network inventory data identifying and describing the customer and the network components necessary to deliver a service to the customer over a multi-domain network. An interface for displaying service information to an operator and for receiving commands from an operator is also provided. A plurality of test tools for testing operational status and verifying the configuration of components necessary to deliver the service to the customer. An application server is configured to execute instructions for invoking the test tools. The results of the test are displayed for the operator via the interface.

Abstract: A system, method, and media for managing messages, comprising a status push application in communication with a trouble ticket database and a work force administration and control system, the status push application being enabled to detect a status change for a trouble ticket associated with the trouble ticket database and further enabled to selectively push a message to one or more external and potentially non-compatible systems in response to detecting the status change.

Abstract: Methods, systems, and computer-readable media provide for facility integrity testing. According to embodiments, a method for populating a watch list with circuits of a communications network to be monitored for repeat failures is provided. According to the method, a trouble ticket associated with one of the circuits and a trouble code and analysis code (TC/AC) combination associated with the trouble ticket is retrieved. Whether the trouble ticket meets a watch list criterion is determined. In response to determining that the trouble ticket meets the watch list criterion, the trouble ticket and the TC/AC combination are added to the watch list.

Abstract: A method and apparatus for providing automated processing of a switched voice alarm on a switched and/or Internet Protocol (IP) network are disclosed. For example, the method receives an alarm associated with a switched voice service, and retrieves a Local Routing Number (LRN) or Primary Inter-exchange Carrier (PIC) information from a switch serving a call associated with a caller's telephone number. The method determines if the alarm is due to one or more service degradations, and notifies a work center responsible for one or more of the service degradations if the alarm is due to the one or more service degradations.

Abstract: A diagnostic tool is adapted to include the capability of initiating one or more diagnostic tests, collecting the raw data from the diagnostic test(s) and transporting the raw diagnostic data to an OSS. The OSS interprets the raw diagnostic data and stores the results in a database. The stored results can be searched, sorted, manipulated, analyzed, and the like. The results of any of these operations can then be, for example, displayed to one or more entities such as customer support, network operators, network planners, or the like.

Abstract: A system, method, and media for managing messages, comprising a status push application in communication with a trouble ticket database and a work force administration and control system, the status push application being enabled to detect a status change for a trouble ticket associated with the trouble ticket database and further enabled to selectively push a message to one or more external and potentially non-compatible systems in response to detecting the status change.

Abstract: Methods, systems, and computer-readable media provide for facility integrity testing. According to embodiments, a method for populating a watch list with circuits of a communications network to be monitored for repeat failures is provided. According to the method, a trouble ticket associated with one of the circuits and a trouble code and analysis code (TC/AC) combination associated with the trouble ticket is retrieved. Whether the trouble ticket meets a watch list criterion is determined. In response to determining that the trouble ticket meets the watch list criterion, the trouble ticket and the TC/AC combination are added to the watch list.

Abstract: System for coordinating the use of a mapping system comparing the physical connection status of a cable link in a network with the administrative data about said cable link in the network administration. The coordinating system uses data from one or several existing databases. Based on an analysis of the data retrieved from the one or more databases the system generates a detailed work order for an engineer to perform measurements with a mapping system. A mapping system is a system that performs measurements on the connections within a telecommunication network and compares the results of these measurements with the data in one of the databases. Differences are analyzed by the coordinating system.

Abstract: A call control system comprising a control module, a translations database and a switching fabric are connected to a trunk group between a remote terminal and its controlling local switching office. The call control system monitors control signals from the switching office on the trunk. In the event of loss of control signals, the call control system intercepts requests for service, etc. from a calling telephone connected to the remote terminal and performs a look up in the translation database. If the call can be completed without the controlling switching office the call is looped back to the remote terminal. The translation database is maintained by a remote terminal OA&M interface that receives change orders from the local exchange carrier. The remote terminal OA&M interface forwards relevant changes to the call control system's translation database.

Abstract: A method and system for automatically generating a helpdesk ticket when a remote rendering device possesses a series of customer resolvable events within a time period. The helpdesk ticket can be moved into an active state when an alert associated with the customer resolvable events is triggered and the ticket can be moved into a passive state when the alert is no longer triggered for the predefined time period. The helpdesk ticket can be retained in the active state if the fault condition detected for a defined number of times without being out of that state for the predefined time period. A device management module sends a notification indicative on each change of the state associated with the rendering device to a helpdesk unit. The device management module can also reset the time period between alerts if the problem occurs infrequently and the ticket can be automatically closed.

Abstract: An apparatus integrates disparate systems. The apparatus includes a platform that supports a control interface. The platform also supports a different user interface for each of the disparate systems. The platform enables the formatting and transfer of data from the apparatus to each of the disparate systems.

Abstract: Modifications made to physical plant in maintaining a communication network may be tracked by receiving notices corresponding to incidences in which physical plant is modified in performing maintenance tasks on a communication network and associated time information, receiving information specifying a total number of maintenance tasks performed on the communication network during a defined time interval, and storing information associated with the maintenance tasks in which physical plant is modified and the total number of maintenance tasks performed on the communication network in a searchable database.

Abstract: A network administration system includes an Internet-based repair (eRepair) subsystem that is configured to accept customer trouble reports related to a network and to provide customer trouble report status information to customers. The administration system also includes a Work Force and Administration-Control (WFA/C) subsystem that is configured to manage repair services that are performed on the network in response to the customer trouble reports. A repair status update system, method and/or computer program product is configured to automatically send a status change message from the WFA/C subsystem to the eRepair subsystem upon occurrence of a change in a status of a customer trouble report in the WFA/C subsystem as a result of repair services that are performed on the network. The customer trouble report status information is updated in response to receipt of the status change message.

Abstract: Network asset recovery includes querying assets on a communications network to obtain a current inventory of the assets on the communications network and obtaining inventory data for the communications network from an inventory management database. The current inventory is compared with the inventory data from the inventory management database to identify a plurality of non-utilized assets. Asset type need data is obtained from a demand database and at least one of the non-utilized assets is identified for recovery based on the obtained asset type need data. The assets may be intelligent network elements and the communications network may be a telecommunications network.

Abstract: Methods and systems are configured to provide information associated with a communication network. The information is useful when maintaining data associated with one or more segments that define a communication path in the communication network. Moreover, the information can be used to correct one or more records associated with one or more segments in a record keeping system, such as a Loop Facility Assignment Control System (LFACS).

Abstract: Methods and apparatus are provided for validating configuration data in a switch. An error is detected if the configuration data fails to comply with one or more rules; and a user is presented with an interface that allows the user to correct the error. The rules may include one or more syntactic rules or conflict rules (or both). In the case of a simple error, the user is presented with an error indication with a smart error link. In the case of a conflict error, the user is presented with an error indication that identifies the conflicting endpoints and optionally allows the user to correct at least one conflicting endpoint. The configuration data is revalidated after a change is made by a user. Changes are propagated to affected data objects. A number of error types may be automatically updated.

Abstract: Processes and systems are disclosed for creating and for managing trouble tickets and work orders. One embodiment includes communicating with a communications network and receiving a request to create a trouble ticket. The trouble ticket is created to investigate a problem with a communications system. The trouble ticket is assigned a work item number, with the work item number including a telephone number experiencing the problem with the communications system. The trouble ticket is tracked, from initial creating to final closure, using the assigned work item number.

Abstract: A diagnostic tool is adapted to include the capability of initiating one or more diagnostic tests, collecting the raw data from the diagnostic test(s) and transporting the raw diagnostic data to an OSS. The OSS interprets the raw diagnostic data and stores the results in a database. The stored results can be searched, sorted, manipulated, analyzed, and the like. The results of any of these operations can then be, for example, displayed to one or more entities such as customer support, network operators, network planners, or the like.

Abstract: A portable device for collecting data at a geographic location and providing accurate, comprehensive, efficient and timely work prints. The portable device for collecting data at a geographic location, the device including a memory that stores preliminary site information associated with the geographic location; a receiver that receives geographic position data of at least one point at the geographic location; an interface that enables a user to input data corresponding to the received geographic position data; and a processor that supplements the preliminary site information with the received geographic position data and the corresponding input data.

Abstract: Methods, systems, and computer-readable media provide for facility integrity testing. According to embodiments, a method for populating a watch list with circuits of a communications network to be monitored for repeat failures is provided. According to the method, a trouble ticket associated with one of the circuits and a trouble code and analysis code (TC/AC) combination associated with the trouble ticket is retrieved. Whether the trouble ticket meets a watch list criterion is determined. In response to determining that the trouble ticket meets the watch list criterion, the trouble ticket and the TC/AC combination are added to the watch list.

Abstract: Processes and systems are disclosed for managing status changes to a work order. One embodiment includes communicating with a communications network and receiving a change in status to the work order. The change in status is annotated with a date and a time, with the date and the time reflecting the local time zone of a telephone system wire center where the work order is locally managed. This embodiment validates that the annotated date and the time are chronologically after a previous change in status to the work order. The status of the work order is then updated. Each change in the status of the work order is date and time stamped as the work order progresses from creation to closure.

Abstract: A secondary source of dispatch information is provided in the event of a failure of a primary source of dispatch information. The second source of dispatch information can be accessed electronically by service technicians in the field when the primary source of dispatch information fails so that service technicians do not have to contact operators in a central office to obtain the dispatch information. The secondary source of dispatch information can distribute the dispatch information in a number of ways including e-mail, web and other methods.

Abstract: Methods and systems for proactively maintaining a telephone system local loop. One embodiment includes acquiring at least one type of information selected from information from a Dynamic Network Analyzer or information from a Loop Facilities and Control System. Another embodiment includes communicating with a communications network and acquiring at least one type of information selected from the group consisting of customer information associated with copper line pairs and service information associated with copper line pairs. Still another embodiment describes a system including software modules communicating with a communications network. Software modules include a Dynamic Network Analyzer module and a Loop Facilities and Control System module. A database interfaces with the Dynamic Network Analyzer module and with the Loop Facilities and Control System module. A processor is also included, and the processor is capable of processing information stored in the database and of generating proactive maintenance.

Abstract: A method of managing proactive maintenance tasks for a communication system. The method includes storing proactive maintenance tasks and searching the tasks using at least one search criteria. Deletion of a proactive maintenance tasks is permitted if the proactive maintenance task has not been sent to a technician dispatch module which dispatches proactive maintenance tasks to technicians. Exclusion of proactive maintenance tasks is permitted if the proactive maintenance task has been sent to the technician dispatch module.

Abstract: Automated tests are scheduled for a telecommunication network. A time slot array is created and a subset of the time slots are marked as unavailable according to respective maintenance windows. A remainder of the time slots are marked as available. Trunk groups are sequentially selected for respectively scheduling the tests. A particular available time slot is identified in the array for both of the testing units corresponding to the respective trunk group. The slot is marked as unavailable and then each trunk circuit is sequentially selected within the respective trunk group. A respective test is designated for a selected trunk circuit during the particular time slot and a counter is incremented. A check is made whether the counter indicates that a number of the tests have been scheduled that fills a capacity of the testing units for running simultaneous tests. If the capacity is not filled, then the method repeats the designating step for a next selected trunk circuit using the particular time slot.

Abstract: A method and device for recording call failure information in a data transmission system is provided. The failure logs generated in response to a failure event include a failure type and a first timestamp. A log record is created for a first failure log based on the failure type, and storied in a log record storage. Whenever a further failure log is generated in response to the same failure event, the further failure log includes said failure type and a current timestamp, so that it will receive the same identifier. The log record is updated to document the current timestamp.

Abstract: A diagnostic tool is adapted to include the capability of initiating one or more diagnostic tests, collecting the raw data from the diagnostic test(s) and transporting the raw diagnostic data to an OSS. The OSS interprets the raw diagnostic data and stores the results in a database. The stored results can be searched, sorted, manipulated, analyzed, and the like. The results of any of these operations can then be, for example, displayed to one or more entities such as customer support, network operators, network planners, or the like.

Abstract: Methods and systems are disclosed for assigning multiple technicians to turfs and to skills. One method allows a user to interface with an Integrated Dispatch System and assign multiple technicians to a turf. The turf designates a geographic area within a telecommunications network. The multiple technicians and the turf are displayed via a graphical user interface on a computer. Another method allows the user to assign multiple technicians to a skill. The skill describes a qualification for installing or for repairing elements of the telecommunications network. The multiple technicians and the skill(s) are displayed via the graphical user interface.

Abstract: A method of managing proactive maintenance tasks for a communication system. The method includes storing proactive maintenance tasks and searching the tasks using at least one search criteria. Deletion of a proactive maintenance tasks is permitted if the proactive maintenance task has not been sent to a technician dispatch module which dispatches proactive maintenance tasks to technicians. Exclusion of proactive maintenance tasks is permitted if the proactive maintenance task has been sent to the technician dispatch module.

Abstract: Methods and systems are disclosed for enhancing telephone work orders with Global Positioning System information. One method generates a work order for repair of a telecommunications network. A turf is assigned to the work order, and the assigned turf is verified with a wire center. The work order is then dispatched for repair of the telecommunications network.

Abstract: The disclosed methods and systems prioritize network devices and components that more likely result in a network outage by evaluating their current and historical outage information relative to a dynamically-generated, statistical threshold based on such outage information. The prioritized list of network devices can be organized by, for example, quantity of outages, number of outage minutes, and/or number of customer-outage minutes so as to provide diagnosis sequences by type of network device, network location, type of component within the network device, and/or by operation during particular time periods/events.

Abstract: The invention relates to a gas-insulated bus bar component comprising a grounded housing that is filled with protective gas and at least one bus bar conductor, which extends in the longitudinal direction of the housing and is supported on said housing by means of insulating bus bar supports. According to the invention, each bus bar conductor is connected to a disconnecting switch that is insulated by protective gas. The aim of the invention is to provide a component of this type, which can be simply connected to and disconnected from an air-insulated conductor, even when operational. To achieve this, the disconnecting switch is located in an outdoor bushing that is fixed to the housing.

Abstract: A multi-protocol, multi-interface communications device testing system is disclosed. The system simultaneously controls communication channels of a communications platform though multiple Interface Protocols, such as TDM, IP and Telephony Application Program Interfaces. The system also allows the creation of multi Interface Protocol Test Scenarios, and displays the results of executing the test results from all Protocols Interfaces and records and displays results.

Abstract: Methods and systems are disclosed for correlating work orders. One embodiment includes communicating with a communications network and acquiring new work order information representing a new work order. The new work order information is searched for at least one correlation parameter. A database of existing work orders is also searched for the at least one correlation parameter. The new work order information is grouped with existing work order information that shares the at least one correlation parameter and that has a date and time stamp within a predetermined interval of a date and time stamp of the new work order. The process, therefore, correlates the new work order with an existing work order having the at least one correlation parameter and a similar date and time stamp.

Abstract: The present invention provides a digital loop carrier (“DLC”) information system that provides information for use in a central office. The DLC information system includes four related databases. A DLC system database provides information about DLC systems, a multiplexer database provides information about multiplexers associated with the DLC systems, an equipment location database provides information about the location of the DLC systems and a test pair database provides information about the test pairs used to test the DLC systems. The information in each of the databases is related using the system identifiers for the DLC systems.

Abstract: A network administration system includes an Internet-based repair (eRepair) subsystem that is configured to accept customer trouble tickets related to a network and to provide customer trouble ticket status information to customers. The administration system also includes a Work Force and Administration-Control (WFA/C) subsystem that is configured to manage repair services that are performed on the network in response to the customer trouble tickets. A repair status update system, method and/or computer program product is configured to automatically push a status change message from the WFA/C subsystem to the eRepair subsystem upon occurrence of a change in a status of a customer trouble ticket in the WFA/C subsystem as a result of repair services that are performed on the network. The customer trouble ticket status information is updated in response to receipt of the status change message.

Abstract: Processes and systems are disclosed for screening a work order to diagnose and to isolate trouble in a telephone system. One embodiment includes communicating with a communications network and acquiring work order information, the work order information representing the work order. The work order information may be annotated with at least one of a date, a time, and an origin of the work order. The work order information is filtered for a screening criteria, with the screening criteria having a corresponding action. The work order information is updated according to the corresponding action, with the corresponding action updating at least one of a telephone system status code, a telephone system route code, and a narrative portion describing the telephone system. The process screens the work order for known indications of trouble in the telephone system.

Abstract: Methods and systems for proactively maintaining a telephone system local loop. One embodiment includes acquiring at least one type of information selected from information from a Dynamic Network Analyzer or information from a Loop Facilities and Control System. Another embodiment includes communicating with a communications network and acquiring at least one type of information selected from the group consisting of customer information associated with copper line pairs and service information associated with copper line pairs. Still another embodiment describes a system including software modules communicating with a communications network. Software modules include a Dynamic Network Analyzer module and a Loop Facilities and Control System module. A database interfaces with the Dynamic Network Analyzer module and with the Loop Facilities and Control System module. A processor is also included, and the processor is capable of processing information stored in the database and of generating proactive maintenance.