At&t Intellectual Property I, L.p.

Homayoun Torab

Mounire El Houmaidi

Shankaran Narayanan

Hong Nguyen

Scott Crandall Holt

Robert C Streijl

Scott Traynham Stillman

Senis Busayapongchai

Harry Tang

Vel Sembugamoorthy

Kenneth Wayne Chastain

Lisa Marie Birkenberger

Judson Barry Johnston

Eric Duron

Diana N Gash

Directing customer service calls based upon one or more rules incorporating customer information, network status information, service status information, or various combinations thereof. An incoming service call, and a customer identifier for the incoming service call are received. The customer identifier is used to obtain customer information. Network status information is obtained, or service status information is obtained, or network status information and service status information are obtained. One or more rules are retrieved. The one or more retrieved rules are applied to at least one of the obtained network status information or the obtained service status information to automatically direct the incoming call to a help desk agent selected from a plurality of help desk agents.

Methods, systems, and computer program products for rule-based direction of customer service calls

A problem detection and repair system receives a trouble indication indicating a problem with a network. The trouble indication may be the result of automated monitoring of the network, or a user of communication services contacting an operator of the network to report trouble. Communication services may include telephone service, television service, Internet service, and other services delivered via a network. The trouble indication may be paired with the user's account, and one or more status determinations may be made prior to handing the user to a support person. Based on the results of the status determinations, problems may be detected, and repairs automatically attempted. If needed, the user may be forwarded to a support person along with the results of the status determinations and any attempted repairs.

Intelligent self-healing networks and advanced troubleshooting of communication service problems

Control list management may be provided. First, it may be detected that an event has occurred on a data network. Then, it may be determined, in response to the detected event, that a device on the data network needs to be provided with an access control list. Next, the access control list may be obtained from a database central to the data network. Then, the device may be provided with the obtained access control list.

Providing access control list management

Systems and methods for checking broadband network components are provided in which an automated interactive system permits a field technician to check various conditions of a communication line or other broadband network components without the assistance of a support technician. While options to request assistance from a support technician are provided, the automated interactive system permits the field technician to perform various functions on a communication line without additional assistance, especially for routine tasks. The automated interactive system, therefore, removes efficiencies that may be associated with conventional approaches for checking broadband network components.

Checking of broadband network components

Automatically allocating, modifying, and deleting IP pools for use by network equipment. The network equipment is repeatedly, periodically, or continuously monitored to detect IP pool utilization. If the monitoring indicates an increase in IP pool utilization above a first predetermined threshold, a quantity of required IP pools is forecasted. The forecasted quantity of required IP pools is removed from an inventory of available IP pools and automatically assigned to the network equipment.

Automated IP pool management

Growing community of inventors

Snellville, GA, United States of America

Homayoun Torab