Kristina Jeanette Robinson

US Patent:

8223954, Jul 17, 2012

Filed:

Mar 22, 2005

Appl. No.:

11/086794

Inventors:

Lona N. Dallessandro - Austin TX, US
Kirk Mahoney - Houston TX, US
James Austin Britt - Austin TX, US
James Douglas Bruun - San Ramon CA, US
Rosalinda Garcia - Lubbock TX, US
Jonathan Paden - Austin TX, US
Ellen Pate - Dripping Springs TX, US
Kristina Robinson - Austin TX, US
Tom Wiatt - Austin TX, US

Assignee:

AT&T Intellectual Property I, L.P. - Atlanta GA

International Classification:

H04M 3/00
H04M 11/00

US Classification:

37926502, 37910005

Abstract:

A system and method are disclosed for automating network performance to a customer support department that includes a passive listening device configured to monitor portions of a communication network. A performance database may be coupled to the passive listening device and configured to store network performance data. A customer relations module may be included and configured to receive a subscriber inquiry and to identify at least one monitored component of a communication network that affects the subscriber. The module may retrieve performance data on one or more components of the communication network to provide customer-specific communication performance data to the subscriber and/or the agent assisting the subscriber.

US Patent:

8488770, Jul 16, 2013

Filed:

Jun 14, 2012

Appl. No.:

13/517875

Inventors:

Kirk Mahoney - Houston TX, US
Lona Noelle Dallessandro - Austin TX, US
James Austin Britt - Austin TX, US
Douglas Bruun - San Ramon CA, US
Rosalinda Garcia - Lubbock TX, US
Jonathan Paden - Austin TX, US
Ellen Pate - Dripping Springs TX, US
Kristina Robinson - Austin TX, US
Tom Wiatt - Austin TX, US

Assignee:

AT&T Intellectual Property I, L.P. - Atlanta GA

International Classification:

H04M 3/00
H04M 11/00

US Classification:

37926502, 37910005

Abstract:

A method includes receiving performance data associated with a service provided by at least one component of a communication network to one or more subscribers. The performance data may be gathered by one or more passive listening devices that monitor a performance characteristic of the at least one component of the communication network. The method further includes identifying the at least one component that provides a particular service to a particular subscriber based on a subscriber inquiry received from the particular subscriber. The method further includes identifying particular performance data within the received performance data. The particular performance data may be associated with the particular service provided by the at least one component. The method further includes determining a performance status of the at least one component, based on the particular performance data.

US Patent:

20070133780, Jun 14, 2007

Filed:

Dec 9, 2005

Appl. No.:

11/298001

Inventors:

Earl Berner - Wylie TX, US
Kristina Robinson - San Antonio TX, US
Mark Magnusson - Mount Prospect IL, US
Jason Porter - Frisco TX, US
James Rushing - McKinney TX, US
Mark Welch - San Antonio TX, US

International Classification:

H04M 3/00
H04M 5/00

US Classification:

379265010

Abstract:

Methods and apparatus to handle support contacts in a call center are disclosed. An example method for handling a first contact to a support center includes receiving the first contact from a first person, receiving a first identifier associated with the first person, analyzing contact details for a second contact associated with a second identifier associated with a second person different from the first person to determine if a problem associated with the first identifier exists, and indicating that a problem associated with the first identifier exists if the contact details for the second contact associated with the second identifier indicate that a problem associated with the first identifier exists.