Abstract: Disclosed embodiments herein related to a message management server that provides a platform for message publishers to build message series with different messages that are transmitted to message recipients via different channels. A message publisher may specify triggering conditions for a message series. The message management server may automatically identify message recipients to receive an initial message. The message management server may continue to monitor event notifications related to the message recipients and send subsequent messages in the series to the message recipients when conditions are met. Each message may be sent via a different channel as specified by the message recipients. The platform may include a graphical user interface to provide previews of the messages as rendered in various end user device models when the messages are delivered via the specified channels.

Abstract: Disclosed embodiments herein related to a message management server that provides a platform for message publishers to build message series with different messages that are transmitted to message recipients via different channels. A message publisher may specify triggering conditions for a message series. The message management server may automatically identify message recipients to receive an initial message. The message management server may continue to monitor event notifications related to the message recipients and send subsequent messages in the series to the message recipients when conditions are met. Each message may be sent via a different channel as specified by the message recipients. The platform may include a graphical user interface to provide previews of the messages as rendered in various end user device models when the messages are delivered via the specified channels.

Abstract: An approach is provided in which an information handling system sends a first request to a user over a voice channel through a first communication network. The request is in an audio format and requests a user data set from the user. The information handling system establishes a messaging channel with a user device utilized by the user through a second communication network. The messaging channel is an end-to-end digital data channel between the information handing system and the user device. The information handling system receives a set of user data corresponding to the first request from the user device over the messaging channel, and sends the set of user data to a conversation system.

Abstract: A system and method for automating management and repair of a plurality of computing devices located in a data center is disclosed. Health status queries are issued for one or more of the computing devices. If responses not indicative of good device health are received, one or more repair instructions are automatically sent to the unhealthy computing device to repair the computing device by moving it to an acceptable state. If the repair instructions are not successful, a support ticket is automatically generated for the corresponding computing device or devices. Problematic statuses across areas of the data center may be detected and ticketed in addition to individual problematic devices. So-called repeat offender devices may be detected and ticketed even if the repair instructions are successful.

Abstract: During a test-generation technique, a test session with web flows associated with a set of users and a browser is recorded. Then, the test session is modified to generalize the web flows to a larger set of users. For example, data may be converted into variables, requests may be added or removed, and/or delays may be inserted between requests. In addition, the test session may be filtered using one or more filters to remove: static content, images and/or types of requests. After the test session has been generalized, it can be incorporated into a load test that accurately simulates interactions with multiple users.

Abstract: Some embodiments disclose a remote support system having an analyzer and a communication link to connect to an event log associated with a monitored system. The analyzer is to monitor the event log over the link and to create a report using information in the event log. In response to the analyzer detecting a user-initiated service mode indication in the information the analyzer includes in the report additional information relating to the user-initiated service mode to facilitate events in the report to be ignored.

Abstract: A system and method for telephone service technicians to retrieve telephone line assignment information, including receiving a telephone call from a telephone service technician. A telephone number assigned to a customer of a communications carrier may be received, where the telephone number is associated with a telephone operating on a wired communications network, such as the public switched telephone network (PSTN). Telephone line assignment information may be requested, where the telephone line assignment information includes cable and line pair information. The telephone line assignment information may be converted into speech synthesized audible signals and communicated to the telephone service technician during the telephone call. The conversion of the telephone line assignment information may be performed by an interactive voice response system.

Abstract: The present invention provides systems, methods and a computer program product for the management of electronic work items by providing uniform methodology across an enterprise. Work items are electronically received by an organization and routed to available users depending upon the business rules of the organization and certain parameters of the work items. Service level commitments may be assigned, tracked and reported as capturing standard reporting across the enterprise specifically with respect to electronic work items.

Abstract: A method and apparatus for automatic processing of toll free call service alarms are disclosed. For example, the method receives a trouble ticket by a service provider for a toll free call service alarm, and retrieves a calling to number and a calling from number from the trouble ticket. The method determines if the service provider is a responsible organization for the toll free call service for the calling to number, and determines if a customer network for the toll free call service is active if the service provider is the responsible organization for the toll free call service. The method notifies a work center if the customer network is not active.

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 facility for screening service requests for requesting assistance is described. The facility receives from a user a service request that requests assistance with solving a problem associated with a system accessible to the user and includes information related to the system. The facility searches a collection of system status information for at least one entry that corresponds with the received information related to the system. Where a corresponding entry is found, the facility provides to the user an indication of the correspondence and an opportunity to cancel the service request.

Abstract: A method and system for transmitting data corresponding to at least one endpoint device problem in a packet communications network is described. Specifically, an endpoint device detects at least one problem that pertains to the endpoint device. The endpoint device then generates data pertaining to the endpoint device problem. Lastly, the endpoint device then transmits the data detailing that endpoint device problem to the packet communications network.

Abstract: Methods and systems are disclosed to dispatch service resources in a communication network. An example method disclosed herein receives a notice of error for a user service, identifies equipment associated with the user service, analyzes the equipment to generate a dispatch instruction, and automatically executes the dispatch instruction in response to the equipment analysis.

Abstract: Example methods and apparatus to trigger maintenance and upgrades of access networks are disclosed. An example method comprises obtaining a first value representing a number of unassigned ports associated with a first digital subscriber line access multiplexer (DSLAM), obtaining a second value representing a projected number of ports associated with the first DSLAM needed to satisfy at least one of anticipated, projected or pending service requests, and determining whether to automatically submit a preventative maintenance trouble ticket for the first DSLAM based on the first and second values.

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: 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: Example methods and apparatus to trigger maintenance and upgrades of access networks are disclosed. An example method comprises obtaining a first value representing a number of unassigned ports associated with a first digital subscriber line access multiplexer (DSLAM), obtaining a second value representing a projected number of ports associated with the first DSLAM needed to satisfy at least one of anticipated, projected or pending service requests, and determining whether to automatically submit a preventative maintenance trouble ticket for the first DSLAM based on the first and second values.

Abstract: Methods, apparatus and articles of manufacture to characterize customer-premises networks are disclosed.

Abstract: Example methods and apparatus to trigger maintenance and upgrades of access networks are disclosed. An example method comprises obtaining a first value representing a number of unassigned ports associated with a first digital subscriber line access multiplexer (DSLAM), obtaining a second value representing a projected number of ports associated with the first DSLAM needed to satisfy at least one of anticipated, projected or pending service requests, and determining whether to automatically submit a preventative maintenance trouble ticket for the first DSLAM based on the first and second values.

Abstract: A method and apparatus for alarming on all signaling protocol messages that fail in substantial numbers on any particular routes within an IP network are disclosed. For example, upon receiving these alarms, the network will attempt to identify, and to correct the error producing conditions to prevent further call signaling message failures.

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 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: Example methods, apparatus, and articles of manufacture to trigger preemptive maintenance of vectored digital subscriber line (DSL) systems are disclosed. An example method includes obtaining a value representing crosstalk coupling between a first subscriber loop and a second subscriber loop, the first and second subscriber loops belonging to a vectored DSL group of subscriber loops, determining whether to automatically perform a diagnostic test on the first subscriber loop based on the value, submitting a trouble ticket for the first subscriber loop based on a result of the diagnostic tests, and generating a maintenance report for the vectored DSL group based on the value and the results.

Abstract: Example methods and apparatus to trigger maintenance and upgrades of access networks are disclosed. An example method comprises obtaining a first value representing a number of unassigned ports associated with a first digital subscriber line access multiplexer (DSLAM), obtaining a second value representing a projected number of ports associated with the first DSLAM needed to satisfy at least one of anticipated, projected or pending service requests, and determining whether to automatically submit a preventative maintenance trouble ticket for the first DSLAM based on the first and second values.

Abstract: A method and apparatus for automatic processing of toll free call service alarms are disclosed. For example, the method receives a trouble ticket by a service provider for a toll free call service alarm, and retrieves a calling to number and a calling from number from the trouble ticket. The method determines if the service provider is a responsible organization for the toll free call service for the calling to number, and determines if a customer network for the toll free call service is active if the service provider is the responsible organization for the toll free call service. The method notifies a work center if the customer network is not active.

Abstract: An image forming apparatus includes a storing section, an interface an abnormality-detecting section, and an information-outputting section. The storing section stores a first item of information on a print job that has been processed in accordance with data received in the image forming apparatus. The interface provides the first item of information stored in the storing section to an external apparatus. The abnormality-detecting section determines whether an abnormality has occurred in the external apparatus. The abnormality is detected based on a manner in which communication is performed between the image forming section and the external apparatus. The information-outputting section outputs a second item of information based on detection of abnormality performed by the abnormality-detecting section.

Abstract: A system and method for telephone service technicians to retrieve telephone line assignment information, including receiving a telephone call from a telephone service technician. A telephone number assigned to a customer of a communications carrier may be received, where the telephone number is associated with a telephone operating on a wired communications network, such as the public switched telephone network (PSTN). Telephone line assignment information may be requested, where the telephone line assignment information includes cable and line pair information. The telephone line assignment information may be converted into speech synthesized audible signals and communicated to the telephone service technician during the telephone call. The conversion of the telephone line assignment information may be performed by an interactive voice response system.

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: Example methods and apparatus to trigger maintenance and upgrades of access networks are disclosed. An example method comprises obtaining a first value representing a number of unassigned ports associated with a first digital subscriber line access multiplexer (DSLAM), obtaining a second value representing a projected number of ports associated with the first DSLAM needed to satisfy at least one of anticipated, projected or pending service requests, and determining whether to automatically submit a preventative maintenance trouble ticket for the first DSLAM based on the first and second values.

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 system and method is described that allows a system operator to remotely detect and diagnose a voice-enabled cable modem that has entered a chattering line state so that appropriate steps may be taken to avoid or rectify any of the problems that may result from this condition. Logic within the voice-enabled cable modem monitors for pulse dialing activity and/or excessive hook state and/or flash events that may be attributed to a faulty telephone and/or telephone line connected to the voice-enabled cable modem. Responsive to detecting such conditions, the logic within the voice-enabled cable modem reports a fault condition to an external management system via a cable data network.

Abstract: A method and system for transmitting data corresponding to at least one endpoint device problem in a packet communications network is described. Specifically, an endpoint device detects at least one problem that pertains to the endpoint device. The endpoint device then generates data pertaining to the endpoint device problem. Lastly, the endpoint device then transmits the data detailing that endpoint device problem to the packet communications network.

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: Customer problem reports are collected and analyzed in order to monitor, analyze, and proactively prevent the same or similar problems from reoccurring in the future. A selection of customer problem reports are received and may be prioritized for analysis. Associated network elements may be scheduled for monitoring and/or testing at a greater frequency. Network elements may be the subject of new problem reports which may be dispatched to technicians for proactive analysis and repair.

Abstract: Methods, systems, and computer-readable media for testing failure rate of newly installed network elements within a predetermined amount of time prior to customer use of the network elements are provided. An order report including information regarding one or more network elements is accessed, and based on the information provided by the orders report, a network element from the one or more network elements to be tested is determined. Information regarding the network element to be tested is retrieved from the orders report and included on a ticket created for the network element to be tested. The ticket created for the network element is then forwarded to a test device for testing of the network element associated with the forwarded ticket.

Abstract: A method and system for utilizing a configurable lock in a communications network is described. In one example, a key for the configurable lock on at least one data report associated with at least one customer problem is generated. The data report(s) is then subsequently locked with the configurable lock.

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: Exemplary embodiments relate to methods, systems, user devices and computer program products for providing network status information. Methods include receiving alarm data for an event from a plurality of sources. The alarm data includes a plurality of alarm records each including a site identifier. The alarm data is processed to create report data. The processing includes assigning an attribute of failed to each of the site identifiers that are specified in more than a threshold number of the alarm records. The report data comprises at least digital loop carrier information. The report data is transmitted to a mechanized loop test (MLT) testing system capable of generating MLT test results. The MLT test results are used to adjust the digital loop carrier information included in the report data, wherein the digital loop carrier information specifies a quantity of digital carrier loop lines that are out of service.

Abstract: Predictive maintenance in a communications environment can be triggered when an anomaly in the call set-up process is detected. In one arrangement, in a VoIP context, the post dial delay (PDD) associated with call set up is monitored. If a link or node has an abnormally high contribution to the PDD it may be designated for predictive maintenance.

Abstract: A method, system, computer system and computer program product to interact with a user of a computer system or service via more than one communication channel, such as a telephone channel and a web channel. A determination can be made based upon information gathered via the multiple communication channels that communication between a server and one communication channel is related to communication between the server and another communication channel. Related information gathered via the multiple communication channels can be identified to form a more complete picture of information about the user's problem with a problem entity. A potential action to help the user find a solution can be determined from information gathered from all communication channels. An automated option can be provided via one of the communication channels, and an automated suggestion to select the option can be made via a coordinated communication channel.

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: A method, system, computer system and computer program product to remotely diagnose a problem with a computer system or related equipment using data provided by a user of the computer system via telephone. A signal including speech and/or DTMF tones is received via a telephone channel from a user of the computer system or equipment. The computer system and/or equipment associated with the signal is identified using information from the signal, such as a user name, caller ID, telephone number, or password. A source of diagnostic information about the computer system is identified, and diagnostic information is gathered from the source. The diagnostic information can be used to fix the problem or provided to a customer service agent for use in further problem diagnosis.

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 method for analyzing automatic line insulation testing (ALIT) data comprising inserting ALIT error data into an ALIT database that includes records for exceptions located in the error data. A number of exceptions occurring on a selected summary date is calculated in response to receiving a summary request from a user including the selected summary date. Input to the calculating is the selected summary date and the ALIT database. The number of exceptions occurring on the summary date is transmitted to the user in response to the calculating. The user records located in the ALIT database that include a selected detail date are transmitted to the user in response to receiving from the user a request including the selected detail date. The ALIT database is updated with repair package information in response to receiving an add repair package request.

Abstract: Problems are proactively analyzed and responded to as they are detected in a virtual private network (VPN) access path rather than waiting for a user to manually report the problem. When a problem is automatically detected, such as a failure causing degraded performance, an alarm may be generated. The alarm proactively triggers rules-based analysis procedures and isolation testing to diagnose problem in a VPN access path. Based on the testing and analysis, a comprehensive trouble ticket may be generated that is customized with specific alarm information allowing for increased efficiency in problem isolation and saving significant time and resources in resolving the problem.

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: Automated client recovery and service ticketing may be provided. Client computers in a lab environment that become disconnected from a client management system may be recovered using an automated client recovery. Computers in a computer lab may be monitored to determine if a computer becomes disconnected from the client management system. If a computer is unresponsive with the client management system, an automated client recovery and service ticketing script is implemented to recover the unresponsive computer. If solutions within in the automated client recovery and service ticketing script do not recover the unresponsive computer, a service call request is automatically generated for the computer for subsequent examination by a lab engineer.

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: A method for analyzing automatic line insulation testing (ALIT) data comprising inserting ALIT error data into an ALIT database that includes records for exceptions located in the error data. A number of exceptions occurring on a selected summary date is calculated in response to receiving a summary request from a user including the selected summary date. Input to the calculating is the selected summary date and the ALIT database. The number of exceptions occurring on the summary date is transmitted to the user in response to the calculating. The user records located in the ALIT database that include a selected detail date are transmitted to the user in response to receiving from the user a request including the selected detail date. The ALIT database is updated with repair package information in response to receiving an add repair package request.

Abstract: Methods of automatically generating trouble tickets for network elements which are in failure and affecting network performance. The network elements are sectionalized into their basic components so that the failure in the elements can be localized and diagnosed. Once the failure has been diagnosed, a trouble ticket is automatically generated my network maintenance so that the repair of the element can be scheduled and undertaken. The trouble tickets are made available via the network to customers that are concerned that circuits on which they operate and which may be malfunctioning due to the network element failure can be kept informed of the status of the repair and the failure.