Note: Descriptions are shown in the official language in which they were submitted.
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1 Title: FULLY INTEGRATED SERVICE MANAGER WITH
2 AUTOMATIC FLOW-THROUGH INTERCONNECTION
3
4
s RELATED APPLICATIONS
6 This application claims the benefit of U.S. Provisional Application No.
'7 60/176,571, filed Jan. 18, 2000, entitled "Fully Integrated Service Manager
With
8 Automatic Flow-Through Interconnection " and naming David C. Curbs as
inventor.
9 BACKGROUND OF THE INVENTION
to Telecommunications service providers are entering the age wherein new
11 service offerings and technological changes occur on a frequent basis. In
order to
~ 2 maintain a competitive edge, providers need the ability to easily provide
proposals
13 that cover a customer's existing service for voice, data, video and
Internet networks in
14 terms of their own products. Presently the creation of such proposals is a
15 semi-manual system that is costly and often inaccurate.
With the passage of the Telecommunications Act ("the Act") of 1996, the
17 United States telecommunications industry is in a state of radical change.
Among
18 other things, the Act requires that Incumbent Local Exchange Carriers
(ILEC), the
19 regulated entity that owns and administers an existing access network,
provide to any
2o requesting telecommunications carrier (hereinafter referred to as
"Competitive Local
21 Exchange Carriers" (CLEC), Integrated Communications Provider (ICP), or
22 Competitive Service Provider (CSP)) nondiscriminatory access to network
elements
23 on an unbundled basis and to allow CLECs, ISPs or CSPs to combine such
network
24 elements in order to provide telecommunications service. ILECs also have a
duty to
2S provide to CLECs interconnection with their network for the transmission
and routing
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1 of telephone exchange service and exchange access. The interconnection
2 contemplated by the Act provides nondiscriminatory access or interconnection
to such
3 services or information as are necessary to allow the requesting CLEC to
implement
local dialing parity, including nondiscriminatory access to telephone numbers,
operator service, directory assistance, and directory listing, with no
unreasonable
6 dialing delays. The provisions of the Act have demonstrated a need for
competing
7 exchange carriers to be interconnected so that customers can seamlessly
receive calls
8 that originate on another carrier's network and place calls that terminate
on another's
9 carrier's network without performing additional activities, such as dialing
extra digits,
t 0 etc. A CLEC can offer multiple types of services, including basic POTS,
IXC long
distance carrier service, ISP Internet Service Provider, VPN (virtual private
network),
12 VoIP (voice over Internet), VoDSL (voice over DSL access), video, etc. Many
of the
~ 3 more advanced services require access to broadband services.
14 Recent adoption of Digital Subscriber Line (DSL) technology allows customer
access to these broadband services over their existing copper wire connection
to the
16 ILEC. With DSL, subscribers only need to purchase (or lease) a
comparatively
17 inexpensive DSL modem and connect it to the existing copper wire
connection. Other
18 advances in broadband data services can be combined with DSL service to
provide the
19 subscriber with additional connectivity options. Virtual Private Networks
(VPNs) are
also seeing explosive growth, especially in the remote-office and tele-
commuter
2~ environments. VPNs and DSL allow a subscriber to connect to a private
corporate
22 network over a public infrastructure securely, while maintaining high bit-
rate
23 transmissions. Subscribers are also beginning to test the waters with Voice
Over DSL
24 (VoDSL) deployments. This technology allows subscribers to run multiple
phone and
2
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data connections over a single copper line, using just one customer premise
xDSL
2 modem.
3 The opportunities for CLECs, IXCs, and ISPs (collectively identified from
this
point on as Integrated Communications Providers or ICPs) offering these
services are
immense. Data transport demands have opened up a whole new set of revenue
6 generating opportunities for ICPs. However, the growth rate and myriad of
convergent
7 offerings make it difficult for companies to establish themselves in any one
market.
8 To be successful, ICPs need to remain flexible, customer focused, and
establish a
9 continual set of value propositions and competitive advantages within the
marketplace.
ILECs have developed different methods to allow ICPs to electronically place
~2 orders with the ILEC for wholesale products and services. For example, U.S.
Patent
13 6,104,999 to Gilles et al. and incorporated by reference herein, discloses
that LECs
14 use Internet browser forms, proprietary protocols and electronic data
interchange
~ s (EDI).
16 In one embodiment, the Gilles patent discloses methods of using EDI for
17 telecommunication provider retrieval of customer service records and
electronic
18 services ordering. An authorized ICP or reseller utilizes EDI to request
from the ILEC
19 the present services being provided to a particular customer. The ILEC uses
EDI to
20 transfer the customer service record to the ICP. In a separate embodiment,
the ICP
2 ~ uses EDI to electronically order revisions or additions to service.
22 During electronic services ordering, a number of pre-ordering steps are
23 required. For example, if a telephone number, Internet domain name or
Internet
24 Protocol (IP) address is available it is reserved as part of the pre-
ordering function. In
25 addition, due date of initiation of new service is transmitted and either
confirmed or
3
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t revised. Also, certain validation steps are required, including customer
service
2 address.
3 Various uses have been made of electronic access to customer service records
4 (CSR). For example, U.S. Patent 6,032,132 to Nelson discloses using the CSR
to
validate billing between an ICP and an ILEC. Similarly, U.S. Patent 5,416,833
to
6 Harper et al. and U.S. Patent 5,920,846 to Storch et al. disclose an ILEC
using the
7 CSR to process changes to service provided by the ILEC and to respond to
CLEC
8 requested changes.
9 However, the customer service record (CSR) is also independently useful to
ICPs. As the CSR often identifies both ILEC provided services as well as
services of
> > competing ICPs and resellers, it is convenient for ICPs and resellers to
retrieve a
12 customer service CSR in preparing a sales proposal. Following retrieval,
the CSR is
~ 3 interpreted and ICP competing service offerings are identified. The sales
proposal is
14 based upon this analysis and a final proposal is presented to the customer.
Up to now,
IS the CSR has been printed then manually compared to an ICP's service
offerings. This
16 manual process is labor intensive and prone to errors. As a result, a
method of
17 automating the sales proposal function based on CSR is needed.
~ 8 Once a customer accepts a sales proposal for ICP services, it must be
19 provisioned and appropriate request for service orders issued to ILECs.
Presently
these requests are manually originated. By automating the activation and
provisioning
2 ~ process, ICPs will be able to significantly reduce the overhead that is
associated with
22 manual provisioning processes. Additionally, the error rate associated with
manual
23 activation will be reduced significantly as well.
24 Of course, an ICP must be successful in obtaining customers and also
capable
of adequately servicing those customers at a competitive price. Historically,
4
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t telecommunication service customers dealt with a single ILEC that was
responsible
2 for all aspects of the customers needs, including service interruptions.
ICPs are in the
3 difficult situation of dealing with customer demands for single point
service contact
4 while bundling services from multiple telecommunication providers. When a
customer reports interruptions in service, an ICP must determine which service
6 provider or providers are involved and "decompose" the trouble sources
thereby
7 identifying sub-components and their ownership. Next, the ICP must initiate
trouble
8 ticket controls, which refer trouble reports/work steps
systems/organizations involved
9 in testing and repair of the service impairment. The referrals then need to
be
monitored closely, through closeout of the impairment.
11 Once repaired, the ICP must ensure that any rebate or credit defined by
12 contractual relationships is honored by the billing system when the report
is closed.
13 Finally, it is advantageous for the ICP to maintain a history of service
failures in order
14 to determine the areas in which it needs to improve, as well as how well
and how
quickly it responds to customer situations.
t 6 In order to stay competitive, ICPs typically use a hybrid network with the
ICP
i'7 providing only a portion of the network equipment. As a result, an ICP may
have
18 multiple trading partners that fulfill different components of their
network offerings.
19 The ICP may own some pieces required to service the customer, such as a
local
2o switch, while they may lease others, such as the local loop. Finally, they
may need to
21 resell certain parts of a convergent order, such as a cable or wireless
portion, from
22 wholesalers or other trading partners. Components owned by the ICP are
termed "on-
23 net", while leased components or resold services are termed "off net."
24 Depending upon the technology available for a customer's location and the
components available from the ICP, an optimal mix of on-net and off net
resources
5
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are selected. This selection process is key to an ICP's ability to offer
competitively
2 priced services. Manual selection of the optimal mix is expensive and prone
to errors.
3 As a result it is desirable that an ICP use an automatic means of selecting
the optimal
mix of components to fulfill a customer's service requirements.
6 SUMMARY OF THE INVENTION
7 The present invention is a system and method for retrieving customer service
8 records and preparing sales proposals from these records. It is an object of
the present
9 invention to automate the sales proposal cycle for integrated communication
providers
t o (ICP).
It is a further object of the present invention to incorporate present
customer
12 service into sales proposals by parsing and interpreting customer service
records
13 (CSR) that are electronically retrieved from incumbent local exchange
providers
14 (ILEC) and communications trading partners.
It is a further object of the present invention to utilize an optimization
16 algorithm to select preferred sub-model components for a given sales
proposal.
It is yet another object of the present invention to provide an automated
means
~ 8 to aid an ICP in providing single point-of contact for its customers'
service
19 interruptions. Such aid decomposes a customer service into on-net and off
net
components with appropriate contacts for receipt of trouble tickets.
2 t One embodiment of the invention comprises a system for supporting the
22 management of an ICP including a computer processor means for inputting and
23 processing information necessary to the management of an ICP as well as
hosting a
24 gateway and graphical user interface. The gateway, comprises a means of
transferring
information to and receiving information from telecommunication service
providers,
6
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1 preferably in an electronic format such as electronic data interchange
(EDI), more
2 preferably in conformance to order and billing forum (OBF) requirements, and
further
3 preferably provides validation checking of transmissions in conformance with
local
service ordering guidelines and access service ordering guidelines established
by
telecommunications providers.
6 The processing of information comprises software instructions grouped into a-
7 pre-order management component, a service management component, a design
8 management component and a circuit management component.
9 The pre-order management component comprising an automatic means of
1 o retrieving customer service records from telecommunication service
providers and
11 parsing said customer service records into reports containing equivalent
ICP services.
12 The service management component comprises an automatic means of creating
and
I 3 tracking work plans that are comprised of a set of work activity events
for performing
installation or troubleshooting of each sub-model component of a
telecommunications
~ 5 service provided by the ICP to a customer.
16 The circuit management component comprising a means of automatically
17 creating a hierarchal list of ICP on-net circuit assignments and a means of
18 automatically creating a cutover work plan for service provisioning and
activation.
l9 The circuit management component further comprises an automatic means of
20 receiving requests from trading partners of the ICP; such requests from
trading
2~ partners are either rejected or inserted into said hierarchal list.
22 The design management component comprises a means for automatically
23 selecting a communications service or network model, preferably using an
optimizing
24 algorithm; decomposing said service model into sub-model components and
creating a
7
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1 communications design therefrom. It further comprises a means of
automatically
2 issuing service requests to ICP trading partners.
In a further embodiment of the invention, the computer processor is replaced
4 with a hosting processor further comprising a processing means, hosting of a
gateway,
graphical user interface and network connectivity means such as a connectivity
means
6 to a local area network, Internet, intranet, wireless network, or wireless
local loop
7 network. Preferably the hosting processor utilizes hypertext markup language
for its
8 graphical userinterface displays.
9 Another embodiment of the present invention provides a system for managing
to sales proposals of an ICP including a computer processor means for
inputting and
11 processing information necessary to the management of an ICP as well as
hosting a
12 gateway and graphical user interface. The gateway, comprises a means of
transferring
13 information to and receiving information from telecommunication service
providers,
14 preferably in an electronic format such as electronic data interchange
(EDI), more
preferably in conformance to order and billing forum (OBF) requirements, and
further
16 preferably provides validation checking of transmissions in conformance
with local
service ordering guidelines and access service ordering guidelines established
by
18 telecommunications providers.
19 The processing of information comprises software instructions grouped into
a
pre-order management component, a service management component, a design
21 management component and a circuit management component.
22 In a further embodiment of the invention, the invention provides a system
for
23 managing sales proposals of an integrated communications provider,
hereinafter an
24 integrated communications provider is referred to as an ICP, said system
for managing
sales proposals of an ICP comprising:
8
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1 a computer processor means for inputting and processing information
2 necessary to the management of an ICP;
3 a gateway means of transferring information to and receiving information
from
4 telecommunication service providers;
a pre-order management component comprising an automatic means of
6 retrieving customer service records via hypertext markup language (HTML),
electronic data interchange (EDI) and common object request broker (CORBA)
8 protocols, from telecommunication service providers and parsing said
customer
9 service records into reports containing equivalent ICP services;
t 0 a design management component comprising a means for automatically
~ 1 selecting a communications service model; decomposing said service model
into
12 sub-model components and creating a communication services sales proposal
13 therefrom;
14 wherein subsequent versions of said sales proposal are automatically
created
subsequent to a request from a human operator for alternate communication
service
models.
9
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t BRIEF DESCRIPTION OF THE DRAWINGS
2
3 Figure 1 schematically illustrates a process diagram of the system of the
present
4 invention;
Figure 2 schematically illustrates the Pre-Order Management component of the
6 present invention;
7 Figure 3 schematically illustrates the Service Management component of the
present
8 invention;
9 Figure 4 schematically illustrates the Circuit Management component of the
present
invention;
l l Figure 5 schematically illustrates the Design Management component of the
present
12 invention;
~ 3 Figure 6 schematically illustrates an embodiment of the present invention
adding the
14 feature of network access.
Figure 7 schematically illustrates an embodiment of a sales proposal cycle
utilizing
16 the present invention;
17 Figure 8 schematically illustrates an embodiment of a Network Model
Management
18 System of the present invention.
19
2o DETAILED DESCRIPTION OF THE INVENTION
2 ~ The present invention comprises a system useful to integrated
communications
22 providers (ICPs) and resellers of ICP services for providing sales
proposals based
23 upon customer service records. As used in this description, the following
definitions
24 apply:
o
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t ANSI--American National Standards Institute --United States-based
organization that
2 develops standards and defines interfaces for telecommunications.
3 ASR -- Access Service Request -- A request for service covered under the
FCC's
access tariffs, as described by Order and Billing Forum.
ATM--Asynchronous Transfer Mode--An international ISDN high-speed, high-
6 volume, packet switching transmission protocol standard. ATM uses short,
uniform,
7 53-byte cells to divide data into efficient, manageable packets for ultra-
fast switching
8 through a high-performance communications network.
9 CLEC-- Competitive Local Exchange Carrier
1o CORBA-- Common Object Request Broker Architecture--an architecture neutral,
1 ~ object oriented client-server solution. With CORBA you can abstract an
object by its
12 services and publish these using the IDL (Interface Definition Language). A
client can
13 then connect to and use these services.
14 CMIS/CMIP-- Common Management Information Services and Protocol--
~ 5 international standard for network management protocol.
16 CSR -- Customer service record
DSL--Digital subscriber line--allows broadband communication services over
copper
18 telephone lines
19 DD--Due Date--The date in which a communication service request is
scheduled to be
20 completed.
2I DLR -- Digital Line Request -- Request for digital communication services.
22 EDI--Electronic data interchange--An industry standard (ANSI X12, X.400)
for direct
23 computer-to- computer information exchange.
24 FID--Field IDentifier--Used on service orders that indicates more data will
follow. A
25 label on a service order that prefaces service order information. FIDs are
alpha or
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1 alphanumeric codes that identify retained information on an account,
indicate physical
2 or record activity, generate or negate non-recurring charges, specify
recurring charges,
3 document work done'by various departments and identify facilities used to
provide
4 seance.
FOC -- Failure of Confirmation -- A form of error message created when a
request for
6 communication services is either not received by or accepted by the services
provider.
7 Frame Relay--Industry-standard, switched data link layer protocol that
handles
8 multiple virtual circuits using HDLC encapsulation between connected
devices.
9 ICP--Integrated communications provider
ILEC--Incumbent local exchange carrier
> > ISDN--Integrated Services Digital Network. Communication protocol, offered
by
12 telephone companies, that permits telephone networks to carry data, voice,
and other
~ 3 source traffic.
14 ISP--Internet Service Provider-- a company that provides individuals and
other
companies access to the Internet and other related services.
16 IXC--Inter-exchange Carrier--A carrier authorized by the Federal
Communications
Commission (FCC) to provide interLATA, interstate and/or international long
~ 8 distance communications services; a carrier authorized by a state Public
Utility
19 Commission (PUC) to provide long distance communications service but not
local
exchange service within state boundaries. Also referred to as "IC", "lEC", or
"IXC".
21 LATA--Local Access and Transport Area.
22 LCC--Line Class Code--Identifies to the switch a particular class of
service. It can be
23 identified by a USOC, FID, or some combination of the two. The FID would
modify
24 the USOC by qualifying the class of service with specific attributes such
as 700/900
12
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1 blocking.
2 LEC--Local exchange carrier
3 LSR-Local Service Request --A request for service covered under the Local
utility
commission's tariffs, as described by Order and Billing Forum.
LST--Line and Station Transfer--Rearrangement of outside network facilities to
6 support service activation.
7 NAAR - Network Address Assignment Request -- Request for a network address
8 assignment such as phone number or Internet protocol addresses (IP address).
9 OBF--Order and Billing Forum
1 o POTS--Plain Old Telephone Service--Basic telephone service for the
transmission of
1 t human speech.
12 SONET--Synchronous Optical Network-- 1984 ANSI standard for optical fiber
13 transmission on the public network. 52Mbps to 13.22Gbps. standard for
~ 4 communications over a fiber optic network.
1 s TN--Telephone Number--A ten digit number comprised of an area code (NPA),
an
16 exchange (NXX), and an extension.
17 USOC--Universal Service Order Code--An alphanumeric coding scheme that
18 identifies products and services that have been ordered by a customer.
19 VOD--Video On Demand.
2o VoDSL-- Voice over DSL. The ability to carry normal telephone-style voice
over a
21 digital subscriber line (DSL) with POTS-like functionality, reliability,
and voice
22 quality.
23 VoIP-- Voice over IP. The ability to carry normal telephone-style voice
over an IP-
24 based Internet with POTS-like functionality, reliability, and voice
quality.
13
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1 VPN--Virtual Private Network --Switched network with special services like
2 abbreviated dialing. A customer can call between offices in different area
codes
3 without having to dial all eleven digits.
As shown in figure 1, the invention comprises four major components
designed to automate manual and semi-manual tasks that are performed by ICPs
in
6 pursuit of and providing support and service order management for customers.
The
7 Pre-order management component 20 is used to access a customer service
record,
8 develop summary of services and create sales proposals. The service
management
9 component 30 provides an integrated approach to order and trouble tickets
wherein a
consistent user interface is provided for both on-net and off net
communication
11 services. The circuit management component 40 maintains an inventory of ICP
12 owned circuits (on-net asset), their related equipment and the customer to
which any
13 circuit is assigned. The design management system 50 is used to design new
services
~4 for customers and issue electronic requests for services to trading
partners. Although
t 5 depicted separately, all components are seamlessly integrated to perform
as an
integrated ICP operations support system (OSS).
Figure 2 illustrates the Pre-order Management component 20 that supports
l8 pre-order functions such as sales proposal generation, customer service
record (CSR)
19 retrieval and analysis. Communication to the incumbent local exchange
carrier 3
20 (ILEC) is established in a gateway sub-component 2. This gateway is
available
2 ~ directly to all components of the invention and is depicted on figures 2,
3, 4 and 5.
22 The gateway is preferably an OBF and EDI standards compliant
2; interconnection gateway providing automated electronic access to ILEC and
ICP
24 trading partner order systems. User-definable configuration files are used
to
25 compensate for individual ILEC or trading partner variations to these
standards. The
14
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t gateway allows an ICPs internal order management system to transfer and
share
2 relevant information including customer service record (CSR) retrieval,
order
3 fulfillment requests, and order status updates with ILEC or ICP trading
partner
4 systems. In addition, the gateway preferably handles data translations for
EDI,
CORBA, CMIP/CMIS, as well as translating coded information from foreign
systems
6 (including proprietary protocols).
7 More preferably, the gateway provides a validation check to ensure
compliance with
8 basic usage rules contained in Local Service Ordering (LSOG) and Access
Service
9 Ordering (ASOG) guidelines set forth by ILECs.
Referring to figure 2, Pre-Order component 20 comprises sub-process 201 that
11 allows an ICP sales representative to initiate CSR retrieval from an ILEC
or ICP
12 trading partners. Once retrieved, the CSR is then "parsed" at sub-process
202,
13 wherein certain information contained in product and service codes
(universal service
14 ordering codes (USOC)/feature identifier codes (FID) codes) is summarized
and a
report of present customer service is generated at sub-process 203 and
displayed to the
16 user at 204. Similarly, sales proposals are automatically generated at 205
and
displayed to the user at 206. Sales proposals are generated by selecting from
a
~ 8 database of ICP services comparable to CSR reported services. The
generated sales
19 proposals preferably compare features and costs of ICP provided services in
2o comparison to existing customer received services. The initial sales
proposal is
21 designated version 1.
22 ICP sales representatives are able to revise the sales proposal by issuing
23 instructions at 207 to add or delete available services. In a preferred
embodiment, the
24 various revisions of the sales proposals are saved electronically as
separate versions.
This allows comparison between proposal versions during sales discussions with
the
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1 customer. The ICP sales representative selects which proposal to print for
2 presentation to the potential customer at 210.
3 Another feature of the pre-order component is the ability to validate
requested
services against availability of those services as well as reserving telephone
numbers
and IP addresses at sub-process 209. Validation also occurs during CSR
retrieval and
6 parsing, when the codes received from the ILEC are validated against
validation tables
7 (for example, USOC, switch, equipment, LATA information etc).
8 Additionally, the pre-order component automatically creates service orders
at
9 211 from accepted sales proposals. The service orders are then routed to the
service
l0 management component 30 and design management components 50.
11 Figure 3 illustrates the Service Management 30 component of the invention.
12 In general, the Service management component is useful in managing the
13 implementation of new service to customers, revisions to customer services
and
14 resolving service interruptions. The successful ICP is often required to
provide single
point of contact to the customer. A customer may inquire as to service
interruption
16 304, status report 310, or recent bill 312.
17 In the event of service interruption, a trouble report is issued at 304
that creates
1 g a trouble ticket 305. The service management component accesses an
internally
t9 stored customer file to identify which assigned communication circuit or
circmts are
2o suspect at sub-process 306. The service management component accesses the
circuit
21 management component 40 that decomposes the suspect circuit at 307 into its
on-net
22 and off net assets and identifies the responsibilities for repair of each
asset at 308,
23 termed work events. The service trouble ticket is then converted into a
service work
24 plan 309 which requests repair services from the appropriate service group
of the ICP
16
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via the circuit management component 40 or via the gateway 2 to for example an
ICP
2 trading partner 4 or ILEC 3.
3 All service work plans comprise a status field or fields. These fields are
4 updated as identified events on the plan are completed. For example, a work
plan may
include service personnel from the ILEC traveling to the customer premises to
inspect
6 suspect interface gear or broken wiring as well as ICP performing network
7 transmission tests. The work plan would then contain two identified events,
each of
8 which has a status field that is updated as the work is performed.
9 For new ICP customers, the service work plans are created from the accepted
customer sales proposal created by the pre-order management component 20. The
11 sales proposal identifies the quantity and location of different
communication
12 products 301 the customer has ordered from the ICP and requests appropriate
service
~ 3 models 302. The service management component retrieves a service model for
each
14 communication product, based in part, upon the location and ILEC or ICP
trading
~ 5 partner involved. The design management component 50 is automatically
accessed to
16 decompose the service model into individual work events at 303. Service
work events
17 are identified 308 and a service work plan is then created and comprises
the sum of all
I 8 of the work events 309.
19 The service management component treats service work plans created from a
20 trouble ticket or an accepted sales proposal in the same manner. As a
result, the status
2I of new customer services is tracked and can be retrieved at any time. When
a new
22 service is functioning properly, a "complete order" notification 314 is
automatically
23 transmitted to the ICP's billing system 60 and charges for the service to
the customer
24 is initiated.
17
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Customers often inquire as to interpretation of bills they receive from the
ICP.
2 The service management component allows ICP personnel to make a bill inquiry
312
3 to access customer information and recent customer billing at 313. Such
bills are
4 stored by customer account number for rapid retrieval.
Figure 4 illustrates the Circuit Management component 40 of the invention.
6 This component maintains an inventory of ICP owned circuits (on-net asset)
and the
'7 customer to which any circuit is assigned. A data line request (DLR) 409 is
received
8 either from a trading partner 4 or from the design management component 50.
For
9 example, during creation of a sales proposal, the design management
component may
t o request a particular on-net circuit. This request is relayed to the
circuit management
t t component for processing.
12 The DLR is processed by determining if the request conforms to ICP product
13 offerings at 403. It is then reviewed to determine if an on-net asset is
available to
t4 satisfy the request by creating the required circuit state at 402. If the
on-net circuit is
available, it is placed on reserve in a hierarchal list 408. The purpose of
the list is to
16 reserve circuits based upon criteria such as quality of service requested,
availability of
alternates, and source of the request. When two or more individual circuits
are to be
18 combined the design of the combined circuit is confirmed for compatibility.
When a
t9 requested circuit or circuit design cannot be satisfied, an error
notification 404 is
generated and transmitted to the service management component 30 or to the
trading
21 partner 4 via the gateway 2, when the trading partner originated the DLR. A
22 separately generated notification message 410 is used for matching trading
partner
23 formats.
24 The circuit management component also comprises a circuit testing means.
This testing means can place any selected circuit into a desired state at 402
and the
18
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resultant data flow through the circuit tested. Testing can be done on an
automatic
2 basis with results reported as a trouble record 407 and transmitted to the
service
3 management component 30.
4 For new or revised customer services, a cutover request is generated at 407
and
placed into the circuit hierarchal list 408. This cutover request manages both
6 additions and deletions to circuit assignments.
7 An alternate source of cutover request can occur subsequent to service
8 interruption or trouble ticket creation 406 by the service management
component 30.
9 In one embodiment of the present invention, the circuit management component
may
1 o place physical groupings of circuits into a "suspect" status when more
than 1 % error
11 rate from a member circuit is reported at 406. This may be initiated from
the user
1 z directly, or automatically from trouble history reports 405. The threshold
error rate
13 may be set higher or lower depending upon the quality of service associated
with that
14 circuit. For example, voice feature lines are able to accept a higher error
rate as
compared to data transmittal features. Such errors can also be set to initiate
the search
t 6 for alternate communication circuits via the link to the circuit creation
sub-process
401.
18 Figure 5 illustrates the Design Management component 50 of the invention.
19 Design Management is used to design the optimum mix of on-net and off net
2o components to satisfy a customer service requirement. Based upon criteria
established
21 by the ICP, a design proposal is automatically formulated.
22 A request for a circuit design is originated from the service management
23 component 30, the pre-order component 20 or by an ICP employee's request
501 via
24 the processor 1. The request selects a model for the type of communications
service
requested at 502. An ICP may offer a large number of services. Each of the
service
19
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1 offerings is described in a service model that identifies in sub-model
fashion 504, the
2 type of service, the interconnections required, distance charges, interface
equipment
3 and software. The ICP employee is allowed to enter a request for a
particular service
model 502 at 501 or a particular service sub-model 504 at 503. The sub-models
are
compiled into the complete design at 515.
6 In order to create and maintain service model, the ICP employee can access a
7 service model management component 80. Figure 8 illustrates one embodiment
of a
8 service model for an example product XYX at 800. The service model contains
9 agreements from service providers 801a through 801d associated with that
product.
l0 The product is further associated with a network model 810 comprising an
equipment
model 811, a transport model 812, an access model 813 and a control model 814.
t2 Based upon the service model 502 and sub-models 504 selected, the design
t 3 management system 50 preferably applies an optimizing algorithm 514, shown
in
14 figure 5 that determines the origin of supply of the various sub-model
components.
Optimizing criteria include cost factors, availability, quality of service
requested,
t 6 on-net vs. off net services, recurring vs. non-recurring services and
trading partner
17 preferences. For example, one network may be optimized for quality of
service,
18 another network optimized for lowest cost to the ICP and another network
optimized
19 to meet trading partner sales quotas. As a result, the optimizing algorithm
provides
the important link between ICP management objectives and resulting network
design.
2 ~ From the completed design at 515, the design management
22 sub-component automatically decomposes the sub-model components and
identifies
2; domains for off net components and on-net components at 505. For off net
24 components the trading partner is determined at 506 and appropriate trading
partner
codes are determined at 507. On-net component requests do not require these
two
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intermediate steps. Next the interface and version are determined at 508 and
service
2 request orders are generated at 509. In general service request orders
include Access
3 Service Request 511, Local Service Request 512 and other service requests
510.
Service requests for on-net components are transferred to the circuit
management
component 40 for processing. Off net component requests are then forwarded to
the
6 trading partner 4 for confirmation or reservation.
7 One type of service request 509 is the Network Address Assignment Request
8 (NAAR). A NAAR may require going out to an ILEC or trading partner to
reserve
9 and port a particular phone number or Internet protocol addresses (IP
address). The
system will create an OBF standard (ASR/LSR) request to be sent to the trading
11 partner to acquire the address. The trading partner will either accept the
request or
~2 issue a failure of confirmation (FOC) notification 542. Any FOCs received,
are
13 transferred to the service management component 30 for resolution.
14 For clarity, figures 2, 3, 4 and 5 depict a single processor 1. However, a
~ 5 typical ICP has numerous employees, each of which may require simultaneous
use of
16 the invention. As a result, the invention is preferably used in a client-
server
t 7 arrangement as illustrated in figure 6. A hosting processor 600 operates
the
~ 8 management components and attaches to a system 610 that provides for
network
t9 connectivity between users 601 through 604 and the hosting processor.
Various forms
of network connectivity are possible including Internet, intranet (including
local area
21 network), wireless, and wireless local loop.
22 When the hosting processor is used in an environment providing intranet or
23 Internet connectivity it is preferable that compatibility with common web-
browsers be
24 incorporated. For example, if hypertext markup language (HTML) is used, the
21
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1 hosting processor can be compatible with Microsoft Internet Explorer as well
as
2 Netscape.
3
4
EXAMPLE
6 An example of using the invention during a sales proposal by an ICP is
7 illustrated in figure 7 and comprises the following:
8 1. A request from a sales representative or trading partner of the ICP is
9 received.
2. Using the Pre-order management component 20, a request 201a for the
I t potential customer's CSR is entered. The Pre-order management
~ 2 component sends a request through the gateway to the incumbent local
exchange carrier (ILEC) for the CSR.
14 3. The Pre-order management component, receives the CSR then parses it at
~5 202 into recognizable codes and prepares as summary reports: CSR
16 summary 203a, Account summary 203b, Broadband network summary
17 203c, consolidated reports 203d and cut-over report 203e. The
~ 8 consolidated reports feature combines the summaries from multiple
19 customer locations.
4. The Design management component 50 is then used to analyze further the
2 ~ CSR summary and select communication service models that satisfy
22 present customer communication services. The optimizing algorithm 514
23 available in the design management selects the preferred sub-model
24 components from the ICP's on-net product catalog 207c and off net trading
partner product catalogs 207b. The resultant network design and prices are
26 combined into an initial proposal at 207a. When multiple customer sites
27 are involved, the invention preferably creates a consolidated summary of
2g the individual proposals.
29 5. The sales representative then reviews the initial proposal and enters
;0 revisions or creates separate versions for comparison 207a. For example,
22
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alternate versions may be created using different technology choices such
2 as frame relay or DSL.
3 6. The resultant versions of the sales proposal are then presented to the
potential customer for acceptance 211a. If the proposal is not accepted,
the sales representative can create additional versions of the proposal to
6 present later.
7 7. Once the customer has accepted a sales proposal, the design management
8 component prepares a cut-over report, confirms availability of sub-model
9 components, issues appropriate orders for customer communication
services and creates a workplan in the service management component
509.
12 8. The service management component 30 is utilized by the sales
13 representative to track implementation progress and respond to failure of
14 confirmations (FOC) from ICP trading partners. Alarms are preferably
programmed to notify the sales representative when target completion
16 dates are in jeopardy of being missed.
17
18 While the present invention has been described in the context of the
preferred
t 9 embodiment thereof, it will be readily apparent to those skilled in the
art that other
modifications and variations can be made therein without departing from the
spirit or
21 scope of the present invention. For example, a system limited to the
modules and
22 functions identified in figure 7 is claimed as part of the invention.
Accordingly, it is
23 not intended that the present invention be limited to the specifics of the
foregoing
24 description of the preferred embodiment, but rather as being limited only
by the scope
of the invention as defined in the claims appended hereto.
26
23
