Patent US6195697B1 successfully refreshed from Google Patents.
US6195697B1
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System, method and article of manufacture for providing a customer interface in a hybrid network
Assignee: Accenture Global Services Ltd
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Filing: 1999-06-02
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Granted: 2001-02-27
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Expires: 2019-06-02
Abstract
Abstract According to a broad aspect of a preferred embodiment of the invention, a Customer Interface Process is provided. First, a service level agreement is received for a hybrid network customer. Next, the service level agreement is stored after which inquiries are received from network customers reflecting occurrences related to the hybrid network. Thereafter, events are generated based on the customer inquiries and the service level agreement.
Inventors
- 👤 Michel K. Bowman-Amuah
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-11-07 22:10
CPC Classifications
H; H04; H04L; H04L41/00; H04L41/50; H04L41/5003; H04L41/18; H04L41/5032; H04L41/5061; H04Q; H04Q11/00; H04Q11/04; H04Q11/0428; H04Q11/0478; H04L12/00; H04L12/54; H04L12/56; H04L12/5601; H04L2012/5625; H04L2012/5626
Claims Analysis
Total Claims: 23
Claim 1
Independent Claim
117 words
A method for interacting directly with a customer and generating events based on that interaction in a hybrid network, comprising the steps of: a) receiving a service level agreement for a hybrid network customer; b) storing the service level agreement; c) receiving inquiries directly from the hybrid network customer reflecting occurrences related to the hybrid network; d) generating events based on the service level agreement and at least one of the customer inquiries; e) directing the event to an appropriate process; f) outputting to the customer a response to the customer inquiries, wherein the response includes performance information if the customer inquiry relates to network performance; and g) proactively notifying the customer of a planned maintenance outage.
Claim 2
Independent Claim
117 words
A method for interacting directly with a customer and generating events based on that interaction in a hybrid network, comprising the steps of: a) receiving a service level agreement for a hybrid network customer; b) storing the service level agreement; c) receiving inquiries directly from the hybrid network customer reflecting occurrences related to the hybrid network; d) generating events based on the service level agreement and at least one of the customer inquiries; e) directing the event to an appropriate process; f) outputting to the customer a response to the customer inquiries, wherein the response includes performance information if the customer inquiry relates to network performance; and g) proactively notifying the customer of a planned maintenance outage.
Claim 3
Dependent Claim
19 words
A method as recited in claim 1 , wherein the event is an order for a network service event.
Claim 4
Dependent Claim
16 words
A method as recited in claim 1 , wherein the event is a trouble report event.
Claim 5
Dependent Claim
16 words
A method as recited in claim 1 , wherein the event is a billing inquiry event.
Claim 6
Dependent Claim
22 words
A method as recited in claim 1 , further comprising the step of tracking the status of the generated event to completion.
Claim 7
Dependent Claim
30 words
A method as recited in claim 1 , further comprising the step of providing security measures which prevent a first customer from affecting the network usage of a second customer.
Claim 8
Independent Claim
128 words
A system for interacting directly with a customer and generating events based on that interaction in a hybrid network, comprising: a) logic that receives a service level agreement for a hybrid network customer; b) logic that stores the service level agreement; c) logic that receives inquiries directly from the hybrid network customer reflecting occurrences related to the hybrid network; d) logic that generates events based on the service level agreement and at least one of the customer inquiries; e) logic that directs the event to an appropriate process; f) logic that outputs to the customer a response to the customer inquiries, wherein the response includes performance information if the customer inquiry relates to network performance; and g) logic that proactively notifies the customer of a planned maintenance outage.
Claim 9
Independent Claim
128 words
A system for interacting directly with a customer and generating events based on that interaction in a hybrid network, comprising: a) logic that receives a service level agreement for a hybrid network customer; b) logic that stores the service level agreement; c) logic that receives inquiries directly from the hybrid network customer reflecting occurrences related to the hybrid network; d) logic that generates events based on the service level agreement and at least one of the customer inquiries; e) logic that directs the event to an appropriate process; f) logic that outputs to the customer a response to the customer inquiries, wherein the response includes performance information if the customer inquiry relates to network performance; and g) logic that proactively notifies the customer of a planned maintenance outage.
Claim 10
Dependent Claim
19 words
A system as recited in claim 7 , wherein the event is an order for a network service event.
Claim 11
Dependent Claim
16 words
A system as recited in claim 7 , wherein the event is a trouble report event.
Claim 12
Dependent Claim
16 words
A system as recited in claim 7 , wherein the event is a billing inquiry event.
Claim 13
Dependent Claim
21 words
A system as recited in claim 7 , further comprising logic that tracks the status of the generated event to completion.
Claim 14
Dependent Claim
29 words
A system as recited in claim 7 , further comprising logic that provides security measures which prevent a first customer from affecting the network usage of a second customer.
Claim 15
Dependent Claim
149 words
A computer program embodied on a computer readable medium for interacting directly with a customer and generating events based on that interaction in a hybrid network, comprising: a) a code segment that receives a service level agreement for a hybrid network customer; b) a code segment that stores the service level agreement; c) a code segment that receives inquiries directly from the hybrid network customer reflecting occurrences related to the hybrid network; d) a code segment that generates events based on the service level agreement and at least one of the customer inquiries; e) a code segment that directs the event to an appropriate process; f) a code segment that outputs to the customer a response to the customer inquiries, wherein the response includes performance information if the customer inquiry relates to network performance; and g) a code segment that proactively notifies the customer of a planned maintenance outage.
Claim 16
Dependent Claim
149 words
A computer program embodied on a computer readable medium for interacting directly with a customer and generating events based on that interaction in a hybrid network, comprising: a) a code segment that receives a service level agreement for a hybrid network customer; b) a code segment that stores the service level agreement; c) a code segment that receives inquiries directly from the hybrid network customer reflecting occurrences related to the hybrid network; d) a code segment that generates events based on the service level agreement and at least one of the customer inquiries; e) a code segment that directs the event to an appropriate process; f) a code segment that outputs to the customer a response to the customer inquiries, wherein the response includes performance information if the customer inquiry relates to network performance; and g) a code segment that proactively notifies the customer of a planned maintenance outage.
Claim 17
Dependent Claim
20 words
A computer program as recited in claim 13 , wherein the event is an order for a network service event.
Claim 18
Dependent Claim
17 words
A computer program as recited in claim 13 , wherein the event is a trouble report event.
Claim 19
Dependent Claim
17 words
A computer program as recited in claim 13 , wherein the event is a billing inquiry event.
Claim 20
Dependent Claim
24 words
A computer program as recited in claim 13 , further comprising a code segment that tracks the status of the generated event to completion.
Claim 21
Dependent Claim
32 words
A computer program as recited in claim 13 , further comprising a code segment that provides security measures which prevent a first customer from affecting the network usage of a second customer.
Claim 22
Dependent Claim
27 words
A method as recited in claim 1 , wherein the customer inquiries relate to at least one of sales, service order, payment issue, billing, problems, and performance.
Claim 23
Dependent Claim
34 words
A method as recited in claim 1 , wherein the response includes a notification that a quality management process has alerted a sales process to slow sales for keeping service levels within target levels.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2004-02-27 | 2004-08-28 | 2005-02-27 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2008-02-27 | 2008-08-28 | 2009-02-27 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2012-02-27 | 2012-08-28 | 2013-02-27 | $7700.00 | Window Closed / Lapsed |