Debbie Richardson Hill

US Patent:

6516055, Feb 4, 2003

Filed:

Dec 29, 1999

Appl. No.:

09/474369

Inventors:

Robert J. Bedeski - Lilburn GA
Corky Umstead - Tucker GA
Debbie A. Hill - Canton GA
Ron D. Stanley - Stockbridge GA

Assignee:

BellSouth Intellectual Property Corp. - Wilmington DE

International Classification:

H04M 124

US Classification:

379 3201, 379 101, 379 903, 379 2901, 714 48, 714100

Abstract:

A trouble report processing system provides an electronic interface between a telephone companys trouble report input system and its trouble report resolution system. The interface eliminates the need for the trouble report input system to generate a paper ticket that must be carried to a trouble report resolution system. An operator receives a call and generates a trouble report which is stored in the trouble report input system as an electronic trouble ticket. The interface continually, periodically or as desired, monitors the trouble report input system for the presence of new electronic trouble tickets. When the interface finds a new electronic trouble ticket, it acquires the information contained therein and uses it to build a trouble ticket in a format that the trouble ticket resolution system can process. The trouble ticket resolution system provides the trouble information to a technician who either fixes the problem reported by the subscriber or determines that it must be referred to another department for resolution. The resolution of the ticket, whether fixed or referred, is forwarded by the trouble report resolution system to the trouble report input system, where the resolution of the ticket is stored.