Method and system for processing a service request relating to installation, maintenance or repair of telecommunications services provided to a customer premises5920846
Abstract
An integrated system and method is provided for processing a service request for installation, maintenance or repair of a local loop maintained by a telecommunications company and providing locally switched service to a customer premise. The system includes a computer network that allows for inputting and processing customer information; generating a service request based upon customer information and information associated with the local loop; assigning to the service request an available appointment time for providing the requested service based upon updated information indicating the availability of qualified outside technicians; dispatching an available technician to the customer premise at or before the assigned appointment time to install or repair outside facilities associated with the local loop or to install or replace a special line conditioning termination equipment at a network interface for the customer premise when loop loss associated with the local loop is not maintained at an acceptable level for the locally switched service, processing completion information input by the technician associated with tasks performed to establish working service, including information indicating whether the special line conditioning termination equipment was installed or replaced; completing the service request once working service is established; storing computer information relating to locally switched services including information indicating whether line conditioning termination equipment is installed at the customer premise; and creating or updating the computer information stored in the computer memory means based upon information associated with the completed service request.
Claims
Having thus described the invention, what is claimed and desired to be secured by Letters Patent is:
1. A system for processing a service request for installation, maintenance or repair of a local loop maintained by a telecommunications company and providing locally switched telecommunication service to a customer premise, comprising:
(a) computer data processing means for inputting and processing customer information;
(b) computer data processing means for generating a service request based upon the customer information and upon information associated with the local loop including inside and outside plant facilities supporting the local loop;
(c) computer data processing means for assigning to the service request an available appointment time for providing the requested service based upon updated information indicating the availability of qualified outside technicians;
(d) computer data processing means for dispatching an available technician to the customer premise at or before the assigned appointment time to install or repair outside facilities associated with the local loop or to install or replace a special line powered, line conditioning termination equipment on a network side of a network interface associated with the customer premise when loop loss associated with the local loop is not maintained at an acceptable level for the locally switched service provided to the customer premise;
(e) computer data processing means for processing completion information input by the technician associated with tasks performed by the technician to establish working service to the customer premise, including information indicating whether the special line conditioning termination equipment was installed or replaced;
(f) computer data processing means for completing the service request once working service is established at the customer premise;
(g) computer memory means for storing computer information relating to locally switched services provided by the telecommunication company including information indicating whether line conditioning termination equipment is installed at the customer premise; and
(h) computer data processing means for creating or updating the computer information stored in the computer memory means based upon information associated with the completed service request.
2. A system for providing a locally switched telecommunication service to a customer premise, improvements comprising:
(a) a local network for providing the locally switched telecommunication service to the customer premise including a network element central office switching system and a local loop extending from a telecommunication company local serving office to a customer premise;
(b) a weather-proof housing mounted on an outside wall of the customer premise;
(c) a network interface having a network side effectively coupled to a company side disposed inside the housing;
(d) a protection device for protecting the local network, the customer premise and customer premise equipment located in the customer premise from excessive voltages disposed inside the housing, and operatively connected between the local loop and the network interface;
(e) a special line conditioning termination device for maintaining loop loss associated with the local loop within an acceptable range at the network interface based upon a class and grade of service associated with the service requested by the customer, the weather-proof housing being adapted to accommodate the special line conditioning termination device therein, the special line conditioning termination device being line powered, and disposed inside the housing and connected between the protection device and the network side of the network interface; and
(f) a computer system for processing a customer service request for installation of the locally switched service that is to be provided to the customer premise, said computer system including computer data processing means for dispatching a technician to the customer premise to install the special line conditioning equipment between the protection device and the network side of the network interface inside the housing when the loop loss exceeds an acceptable range based upon the class and grade of service associated with the service requested by the customer, and further including computer memory means for storing computer information relating to the locally switched service provided across the local loop to the customer premise including information indicating the special line conditioning termination device is installed at the customer premise.
3. The telecommunication system as set forth in claim 2 wherein the special line conditioning termination device automatically adjusts the loop loss to maintain the loop loss within the acceptable range whenever the line conditioning termination device detects an off hook condition triggered by the customer premise equipment.
4. The telecommunication system as set forth in claim 2 wherein the local loop is not loaded.
5. The telecommunication system as set forth in claim 2 further including a plurality of local loops extending to the customer premise from the local serving office and a plurality of special line conditioning termination devices disposed inside the housing and connected between the protection device and the network side of the network interface for each local loop.
6. The telecommunication system as set forth in claim 2 wherein the special line conditioning termination device has a weather-proof construction.
7. In a system for providing an analog locally switched telecommunication service to a customer premise, improvements comprising:
(a) a local network for providing the locally switched telecommunication service to the customer premise including a network element central office switching system and a local loop extending from a telecommunication company local serving office to a customer premise;
(b) a weather-proof housing mounted on an outside wall of the customer premise;
(c) a network interface having a network side effectively coupled to a company side disposed inside the housing;
(d) a protection device for protecting the local network, the customer premise and customer premise equipment located in the customer premise from excessive voltages disposed inside the housing, and operatively connected between the local loop and the network interface;
(e) at least one analog special line conditioning termination device for maintaining loop loss associated with the local loop within an acceptable range at the network interface based upon a class and grade of service associated with the analog service, the special line conditioning termination device being line powered, and disposed inside the housing and connected between the protection device and the network side of the network interface;
(f) computer data processing means for generating a service order for installation of the analog locally switched service at the customer premise based upon customer information including information indicating the class and grade of service associated with the service requested by the customer and information associated with the local loop;
(g) computer data processing means for assigning to the service order information when the class and grade of requested service is less than 81/2 dB information indicating the special line conditioning termination device needs to be installed at the customer premise;
(h) computer data processing means for dispatching a technician to the customer premise to install the special line conditioning device between the protection device and the network side of the network interface inside the housing when the loop loss exceeds an acceptable range based upon the class and grade of service associated with the service requested;
(i) computer data processing means for processing completion information input by the technician after the special line conditioning termination device is installed;
(j) computer data processing means for completing the service order after installation of the requested service; and
(k) computer memory means for storing computer information relating to the analog locally switched service provided across the local loop to the customer premise including information indicating the special line conditioning termination device is installed at the customer premise.
8. In a system for processing a service request for installation of locally switched telecommunication service provided by a telecommunication company at a customer premise, improvements comprising:
(a) computer data processing means for generating a service order based upon customer information including information indicative of a class and grade of service associated with the requested service;
(b) computer data processing means for assigning to the service order an available appointment time for installation of the requested service based upon updated information indicating the availability of qualified outside technicians;
(c) computer data processing means for assigning information to service orders when the class and grade of service associated with the requested service indicates that further evaluation of the service is needed to determine if special line powered, line conditioning termination equipment needs to be installed on a network side of a network interface located at the customer premise for the requested service;
(d) computer data processing means for assigning to the service order information indicating inside and outside plant facilities needed to establish a working circuit from a telecommunication company local serving central office to the customer premise based upon information associated with the service order;
(e) computer data processing means for dispatching a qualified technician to the customer premise at or before the assigned appointment time to establish the working circuit by installing or replacing outside plant facilities or to install the special line conditioning termination equipment;
(f) computer data processing means for processing completion information input by the outside technician associated with tasks performed by the technician to establish working service to the customer premise, including information indicating whether the special line conditioning termination equipment is installed at the customer premise;
(g) computer data processing means for completing the service order after installation of the requested service to the customer premise;
(h) computer memory means for storing computer information relating to locally switched services provided by the telecommunication company to the customer premise including information indicative of whether line conditioning termination equipment was installed at the customer premise; and
(i) computer data processing means for creating or updating the computer information stored in the computer memory means based upon information associated with the completed service order.
9. In the system of claim 8 further including computer memory means for storing computer information representative of outside plant facilities potentially having the special line conditioning termination equipment associated therewith, and computer data processing means for assigning to the service order information indicating those outside plant facilities involved in establishing the working circuit that potentially have the special line conditioning termination equipment associated therewith.
10. In the system of claim 9 wherein the information assigned to the service order when class and grade of service associated with the requested service indicates further evaluation is needed, includes information representative of reset functions associated with the line conditioning equipment that may be installed at the customer premise.
11. In the system of claim 10 further including computer data processing means for correcting the reset information if the reset function of the special line conditioning equipment differs from the reset information assigned to the service order.
12. In the system of claim 8 wherein the information assigned to the service order indicating further evaluation of the need to install line conditioning equipment includes information indicating whether analog or digital line conditioning equipment is needed for installation at the customer premise.
13. In the system of claim 12 further including computer data processing means for correcting information assigned to the service order indicating whether analog or digital line conditioning equipment is installed when the assigned information does not accurately reflect the equipment installed at the customer premise.
14. In the system of claim 12 wherein the information assigned to the service order indicating further evaluation of the need to install line conditioning equipment includes information indicating whether the equipment is manually resettable, semi-automatically resettable or fully automatically resettable.
15. In the system of claim 14 further including computer data processing means for correcting information assigned to the service order indicating whether the equipment is manually resettable, semi-automatically resettable or fully automatically resettable when the assigned information does not accurately reflect the equipment installed at the customer premise.
16. In the system of claim 8 wherein fully automatically resettable line conditioning equipment is installed at the customer premise that automatically adjusts loop loss associated with a local loop providing the locally switched service to the customer premise when any off hook condition is detected by the equipment in order to maintain the loop loss within a desired range.
17. In the system of claim 8 further including:
computer data processing means for assigning a preliminary time estimate to the service order when dispatch of an outside technician is required before information indicating inside and outside plant facilities is assigned to the service order;
computer data processing means for assigning a final time estimate to the service request after information indicating inside and outside plant facilities is assigned to the service order;
computer memory means for storing updated computer information relating to total time assigned to all pending service orders requiring dispatch of an outside technician indicating estimated time needed for a outside technician to perform necessary tasks associated with each pending service order;
computer data processing means for including the preliminary time estimate in the total time information stored in the computer memory means when the final time estimate is not assigned to the service order within a predefined time interval;
computer data processing means for including the final time estimate in the total time information stored in the computer memory means;
computer data processing means comparing the preliminary time estimate to the final time estimate when the preliminary time estimate is included in the computer memory means; and
computer data processing means for removing the preliminary time estimate from the total time information when the final time estimate differs from the preliminary time estimate.
18. In the system set forth in claim 17, further including computer data processing means for indicating whether an appointment date and time is available for appointments based upon the information relating to total time assigned to pending service orders stored in the computer memory means.
19. In the system of claim 18 wherein an appointment date and time is designated as available for appointments when the total time information stored in the computer memory means is maintained below a predetermined maximum time limit.
20. In the system of claim 19 wherein an appointment date and time is designated as closed for appointments when the total time information stored in the computer memory means is maintained at or above the predetermined maximum time limit.
21. In a system for processing a service request for installation of locally switched telecommunication service provided by a telecommunication company at a customer premise, improvements comprising:
(a) computer data processing means for inputting and processing customer information including a customer name, a customer premise address, telephone number and information indicative of a class and grade of service associated with the requested service;
(b) computer data processing means for generating a service order based upon the customer information;
(c) computer memory means for storing computer information identifying available appointment times and dates for installation of the requested service;
(d) computer data processing means for continuously monitoring information indicating availability of telecommunication company technicians to install the requested service, and updating the information indicating available appointment times and dates;
(e) computer data processing means for assigning to the service order an available appointment date and time for installation of the requested service based upon the appointment information stored in the computer memory means;
(f) computer data processing means for assigning information to certain service orders when the class and grade of service associated with the requested service indicates that further evaluation of whether special line powered, line conditioning termination equipment needs to be installed on a network side of a network interface located at the customer premise for the requested service;
(g) computer memory means for storing computer information relating to inside and outside telecommunication plant facilities maintained by the telecommunication company, and computer data processing means for selecting and assigning to the service order information indicating inside and outside plant facilities for providing the requested service to the customer premise based upon information associated with the service order and stored in the computer memory means;
(h) computer memory means for storing computer information identifying outside plant facilities potentially having the special line conditioning termination equipment associated therewith;
(i) computer data processing means for determining whether an outside telecommunication company technician needs to be dispatched to the customer premise to establish a working circuit between the customer premise and a telecommunication company local serving central office or to install the special line conditioning termination equipment, and dispatching a qualified and available outside technician, when needed to establish the working circuit, to the customer premise at or before the assigned appointment date and time;
(j) computer data processing means for processing completion information input by the outside technician associated with tasks performed by the technician to establish working service to the customer premise, including information indicating whether the special line conditioning termination equipment was installed;
(k) computer data processing means for completing the service order after installation of the requested service to the customer premise;
(l) computer memory means for storing computer information relating to locally switched services provided by the telecommunication company to each telecommunication company customer including customer records indicative of a class and grade of each service provided to a particular customer premise, when each service was installed, inside and outside telecommunication plant facilities used to provide each service, customer name, customer premise address, each associated telephone number, whether line conditioning termination equipment is installed at the customer premise; and
(m) computer data processing means for creating or updating the customer records stored in the computer memory means and associated with the customer premise at which the requested service was installed based upon the completed service order.
22. In a system for processing a trouble report relating to repair of a local loop extending from a telecommunication company central office to a customer premise and providing any locally switched telecommunication service, improvements comprising:
(a) computer data processing means for inputting and processing customer information including information indicative of the nature of the trouble;
(b) computer memory means for storing computer customer line record information relating to the local loop including information associated with inside and outside plant facilities supporting the local loop and information indicative of whether special line powered, line conditioning equipment is installed on a network side of a network interface at the customer premise to maintain loop loss associated with the local loop at an acceptable level;
(c) computer data processing and testing means for testing the local loop for problems including shorts, grounds, opens and impedance mismatch;
(d) computer data processing means for generating the trouble report based upon the customer information, test results and customer line record information;
(e) computer data processing means for assigning to the service request an available appointment date and time for providing the requested service based upon updated information indicating the availability of technicians qualified to perform tasks that may be necessary to correct the trouble;
(f) computer data processing means for dispatching a qualified and available technician at or before the assigned appointment time if needed to repair defective outside facilities associated with the local loop or to install or replace a special line conditioning termination equipment at the customer premise when loop loss associated with the local loop is not maintained at an acceptable level for the locally switched service at the customer premise;
(g) computer data processing means for processing completion information input by the technician associated with tasks performed by the technician to correct the trouble, including information indicating whether the special line conditioning termination equipment was installed or replaced;
(h) computer data processing means for completing the trouble report once working service is established at the customer premise; and
(i) computer data processing means for creating or updating customer line record information based upon information associated with the completed trouble report.
23. In the system of claim 22 further including:
computer data processing means for assigning a current time estimate to the trouble report when dispatch of an outside technician is required;
computer memory means for storing updated computer information representative of appointment dates and times including information indicating total time assigned to all pending trouble reports requiring dispatch of an outside technician indicating estimated time needed for a outside technician to perform necessary tasks associated with each pending trouble report;
computer data processing means for including the current time estimate in the total time information stored in the computer memory means;
computer data processing means comparing information associated with the trouble report to information stored in the computer memory means to determine whether information relating to the trouble report was previously stored in the computer memory means; and
computer data processing means for removing previously stored information from the date and time information stored in the computer memory means when the current time estimate differs from the previously stored information.
24. In the system set forth in claim 23, further including computer data processing means for indicating whether an appointment date and time is available for appointments based upon the information relating to total time assigned to pending trouble reports stored in the computer memory means.
25. In the system of claim 24 wherein an appointment date and time is designated as available for appointments when the total time information stored in the computer memory means is maintained below a predetermined maximum time limit.
26. In the system of claim 25 wherein an appointment date and time is designated as closed for appointments when the total time information stored in the computer memory means is maintained at or above the predetermined maximum time limit.
27. In a system for processing a service order requesting disconnection of an existing locally switched service provided by a telecommunication company central office to a customer premise, improvements comprising:
(a) computer data processing means for generating a service order based upon customer information including a customer name, a customer premise address, telephone number and information indicative of a class and grade of service associated with the requested service;
(b) computer data processing means for assigning information to service orders indicating whether special line powered, line conditioning termination equipment was installed previously on a network side of a network interface located at the customer premise to provide a stabilized loop loss within a desired range for the installed service;
(c) computer data processing means for assigning to the service order an available appointment date and time for disconnecting of the service based upon updated information indicating the availability of outside technicians;
(d) computer data processing means for assigning to the service order information indicating inside and outside plant facilities used to provide a working circuit from a telecommunication company local serving central office to the customer premise based upon information associated with the service order;
(e) computer data processing means for dispatching a qualified and available outside technician to the customer premise at or before the assigned appointment time disconnect and retrieve the special line conditioning termination equipment if the information assigned to the service order indicates the line conditioning termination equipment was previously installed;
(f) computer data processing means for processing completion information input by the outside technician, if dispatched, associated with tasks performed by the technician to disconnect the service provided to the customer premise, including information indicating whether the special line conditioning termination equipment was retrieved;
(g) computer data processing means for assigning to the service order, when the technician does not remove the line conditioning equipment at the time service is disconnected, information indicating the line conditioning equipment remains installed at the customer premise after disconnection of the service;
(h) computer data processing means for completing the service order after disconnection of the service to the customer premise; and
(i) computer memory means for storing computer information indicating the customer premises at which line conditioning equipment remains installed after disconnection of service to the customer premise.
28. In the system of claim 27 further including:
(a) computer data processing means for generating a report based upon information, including the information stored in the computer memory means indicating the customer premise where line conditioning equipment remains installed and service is disconnected so that the equipment left in at the customer premise can be retrieved by an outside technician; and
(b) computer data processing means for removing from the computer memory means, after the line conditioning equipment indicated in the report is retrieved from the customer premises, the information identifying the customer premises where line conditioning equipment remains installed after disconnection of service.
29. In a method of operating a general purpose digital computer network having data storage memory for processing a customer request for service relating to locally switched telecommunication service provided across a local loop extending from a telecommunication company central office to a customer premise, comprising the steps of:
(a) computer data processing customer information into computer memory including information indicative of the customer request for service and activity to be performed in processing the customer request;
(b) computer data processing generation of a service request based upon the customer information and information associated with the local loop including information indicating when special line powered, line conditioning termination equipment used to provide a loop loss within a desired range potentially is or needs to be installed at the customer service;
(c) computer data processing assignment and storage into computer memory to the service request an available appointment date and time for providing the requested service;
(d) computer data processing determination of whether a technician needs to be dispatched to the customer premise on or before the appointment time based upon information associated with the service request;
(e) computer data processing dispatch of an available technician to the customer premise to install, replace or remove outside facilities associated with the local loop or special line conditioning termination equipment;
(f) computer data processing of completion information input by the technician associated with tasks performed by the technician and including information indicating whether special line conditioning termination equipment was installed, replaced or removed, and storage of that information in computer memory;
(g) computer data processing completion of the service request;
(h) data storing in computer memory of information relating to locally switched services provided by the telecommunication company to the customer premise including information indicating whether line conditioning equipment is installed at the customer premise; and
(i) computer data processing update and storage into computer memory information associated with the completed service request.
30. In a method of operating a general purpose digital computer having data storage memory for processing a service request relating to the installation of a locally switched telecommunications service provided to a customer premise at a desired class and grade of service, comprising the steps of:
(a) computer data processing generating a service order based on input to data processing of the requested service to be provided to the customer premise;
(b) computer data processing scheduling of a due date in computer memory for installation of the requested service based upon availability of a qualified outside technician to install the requested service at the customer premise;
(c) computer data processing assigning an identifier to the service order in computer memory when special line powered, line conditioning equipment potentially needs to be installed on a network side of a network interface located at the customer premise to provide the desired class and grade of service;
(d) computer data processing assigning into computer memory a code to the service order indicating special line conditioning equipment is required at the customer premise;
(e) computer data processing assigning into computer memory all necessary inside and outside plant facilities and equipment to the service order to establish a circuit between the customer premise and a telecommunications central office across which the requested service is provided;
(f) data storage in computer memory of information indicating installation of those inside and outside facilities and equipment that are assigned and not previously installed;
(g) computer data processing dispatch of a qualified technician to install special line conditioning termination equipment at the customer premise based upon the identifier and code;
(h) data storing in computer memory information indicating installation of the line conditioning termination equipment when loop loss associated with the circuit does not satisfy the requested class and grade of service;
(i) computer data processing deleting the code from the service order in computer memory when the code is assigned to the service order and the line conditioning equipment is not installed at the customer premise; and
(j) computer data processing updating computer memory to accurately reflect whether line conditioning equipment is installed at the customer premise.
31. The method as set forth in claim 30, further including the steps of:
data storing of an entry in the service order in computer memory when the line conditioning equipment is not removed upon disconnection of the locally switched telecommunications service to the customer premise;
computer data processing generating of a report based on the entries indicating those customer premises at which the line conditioning equipment is installed and service is disconnected; and
data storing into computer memory information indicating retrieval of the line conditioning equipment from the customer premises where the service is disconnected.
32. A system for providing a locally switched telecommunication service to a customer premise, comprising:
(a) a local network for providing the locally switched telecommunication service to the customer premise including a network element central office switching system and a local loop extending from a telecommunication company local serving office to a customer premise;
(b) a network interface having a network side effectively coupled to a company side;
(c) a protection device for protecting the local network, the customer premise and customer premise equipment located in the customer premise from excessive voltages, and operatively connected between the local loop and the network interface;
(d) a special line powered, line conditioning termination device for maintaining loop loss associated with the local loop within an acceptable range at the network interface based upon a class and grade of service associated with the service requested by the customer, the special line conditioning termination device being disposed and connected between the protection device and the network side of the network interface; and
(e) a computer system for processing a customer service request for installation of the locally switched service that is to be provided to the customer premise, said computer system including computer data processing means for dispatching a technician to the customer premise to install the special line conditioning equipment between the protection device and the network side of the network interface when the loop loss exceeds an acceptable range based upon the class and grade of service associated with the service requested by the customer, and further including computer memory means for storing computer information relating to the locally switched service provided across the local loop to the customer premise including information indicating the special line conditioning termination device is installed at the customer premise.
33. A method for providing a locally switched telecommunication service to a customer premise across a local network including a local loop, comprising the steps of:
(a) mounting a weather-proof housing mounted on an outside wall of the customer premise;
(b) providing a network interface inside the housing having a network side effectively coupled to a company side;
(c) providing a protection device inside the housing between the local loop and the network interface for protecting the local network, the customer premise and customer premise equipment located in the customer premise from excessive voltages disposed inside the housing;
(d) installing at least one analog special line powered, line conditioning termination device inside the housing between the protection device and the network side of the network interface for maintaining loop loss associated with the local loop within an acceptable range based upon a class and grade of service associated with the analog service;
(e) computer data processing generation of a service order based upon input to data processing of the requested service to be provided to the customer premise and information associated with the local loop;
(f) computer data processing scheduling of a due date in computer memory for installation of the requested service based upon availability of a qualified outside technician to install the requested service at the customer premise;
(g) computer data processing assigning an identifier to the service order in computer memory when line conditioning equipment potentially needs to be installed at the customer premise to provide the desired class and grade of service;
(h) computer data processing assigning into computer memory a code to the service order indicating special line conditioning equipment is required at the customer premise;
(i) computer data processing assigning into computer memory all necessary inside and outside plant facilities and equipment to the service order to establish a circuit between the customer premise and a telecommunications central office across which the requested service is provided;
(j) data storage in computer memory of information indicating installation of those inside and outside facilities and equipment that are assigned and not previously installed;
(k) computer data processing dispatch of a qualified technician to install special line conditioning termination equipment at the customer premise based upon the identifier and code;
(l) data storing in computer memory information indicating installation of the line conditioning termination equipment when loop loss associated with the circuit does not satisfy the requested class and grade of service;
(m) computer data processing deleting the code from the service order in computer memory when the code is assigned to the service order and the line conditioning equipment is not installed at the customer premise; and
(n) computer data processing updating computer memory to accurately reflect whether line conditioning equipment is installed at the customer premise.
Description
BACKGROUND OF THE INVENTION
This invention relates to the field of computer programming and data processing systems for processing a service request relating to any locally switched telecommunication service using improved nondesign systems and processes. The service request can relate to installation, maintenance or repair of any analog or digital locally switched service such as Plain Old Telephone Service (POTS), coin and special services. The invention also finds application when processing service requests relating to field cable throws. Scheduling of appointments based on availability of outside technicians is more efficient and accurate using the system and method of the invention. The invention utilizes line conditioning equipment that is installed at a customer premise which provides a stabilized loop loss within a desired range, line balancing and slope equalization at the customer premise based upon the requested service.
The widespread advantages of the invention are better appreciated by examining the drawbacks of prior art telecommunications systems and methods for processing service request relating to prior art designed services provided across transmission equipment extending between a telecommunications company central office (local serving office) and a customer premise (i.e., a local loop). The local loop consists of outside plant facilities including feeder plant facilities or cables, distribution plant facilities or cable, conduit, poles, cable protection devices, terminals and drop wire that allow for signal transmission between the central office and the customer premise. The feeder plant facilities typically extend from central office and terminate at a remote switching module, or hub such as a pair gain system. The distribution plant then extends from the feeder plant termination either to a terminal located inside the customer premise or to an outside terminal disposed in close proximity to the customer premise. Drop wires connect the outside terminal to the customer premise. The transmission equipment associated with the feeder and distribution plant can be, for example, two or four wire copper facilities, coaxial cable, or optical fibers. The feeder plant also may include multiplexing equipment that allows for a number of signals to be multiplexed (e.g., using frequency division multiplexing for analog signals or time division multiplexing for digital signals) into a single transmission medium such as copper, coaxial cable, or optical fiber. The local loop is also referred to as a transmission circuit, channel, line, link or trunk.
In general, public telecommunication networks employ carrier-provided switching systems located in various switching offices to connect, or switch, signal transmissions carried on a first local loop to signal transmissions carried on another local loop. A local serving office connects directly to each local loop. A tandem office connects several local offices. Toll offices are used to switch long-distance or toll circuits between distant cities or geographic areas, and connect various tandem offices and/or local central offices.
Traditionally, the local loop is often the weakest link in the public telecommunication network since it is most susceptible to transmission impairments. As a signal travels outbound from the central office and progresses along the cable pair toward a customer, its power is reduced or attenuated by losses in the cable pair. Loop loss generally is due to dissipation, or reflection due to an impedance mismatch, or both. Other factors that inhibit the successful signal transmission across a cable pair include attenuation as a function of frequency or signal level; crosstalk; echo; transients based on impulse noise, gain hits, phase hits, and dropouts; thermal noise; intermodulation distortion; delay distortion; phase and amplitude jitter; and frequency errors. As the length of the cable pair needed to connect the central office and network interface at the customer premise increases, the likelihood for any particular local loop to have excessive unacceptable losses or transmission impairments also increases.
Therefore, design and testing of local loops has been very important in the telecommunications industry to ensure the loop loss associated with the circuit extending from the central office to the customer premise is maintained within an acceptable range at the network interface for the telecommunications service provided. For example, when certain analog services such as network data lines, local two-way PBX trunks, and PLEXAR.RTM. (registered trademark of Southwestern Bell Telephone Company) or CENTREX.RTM. central office lines (prior art designed services) are provided across the cable pair, the acceptable range of loop loss is 4 to 41/2 dB at the network interface. For POTS, the acceptable range of loop loss at the network interface is 8 to 81/2 dB. Additionally, for high speed data transmission, it is very important that the cable appear uniform and balanced to the signal traveling down it. Any discontinuities, impedance mismatch or irregularities will cause reflection losses and echoes which prevent proper signal transmission. To provide balanced lines and minimal reflective losses for special service data transmission, published tariff standards require that the loop loss not exceed 41/2 dB.
In the prior art, if an excessive unacceptable loop loss is measured by a technician at the network interface for POTS, a standard or pre-designed amplifier is typically installed at the central office to boost the signal as it emanates from the central office. To provide a lower loop loss for special services and data transmission, a complex prior art design system and method discussed more fully in the prior art section of the DESCRIPTION OF THE PREFERRED EMBODIMENT section hereof is employed. The associated design review process typically requires a design engineer to carefully examine the loop resistance and capacitance of the pair to establish the loop characteristics, and design a customized amplifier or office repeater for installation at the central office to boost the signal to a sufficient level to overcome the excessive unacceptable loop loss and provide impedance matching, equalization, and signal regeneration (of received signals only). If the amplifier or repeater installed at the central office does not provide sufficient amplification of the signal to overcome the unacceptable loop loss, line repeaters or load points are installed at various locations along the local loop in an attempt to further amplify the signal to overcome the transmission impairments, provide timing and equalization, and restore the signal, if necessary.
Drawbacks to using amplifiers and office repeater bays at the central office to boost the analog signal include the fact that the amplifiers and repeaters occupy considerable space at the central office, and often require elaborate cooling mechanisms to keep the circuitry within safe operating temperatures. If the circuitry associated with the amplifier becomes "hot" or overdriven such that an insufficient loop gain/loss is present, a squealing, hissing or singing sound may be heard by the customer over the telephone line. The quality of transmission also can be impaired by noise associated with extraneous unwanted signals appearing in the transmission path between the central office and the network interface. Because many wires runs in a bundle within a single paired cable, the signal is susceptible to leaking electric signal from adjacent wires resulting in crosstalk. Crosstalk occurs when unwanted inductive, capacitive or conductive coupling occurs between any two communication paths. Increasing the amplification at the central office and mixing voice and data signals in the same cable bundle increases the probability of, and the amount of, crosstalk.
Furthermore, as will be discussed below in the following DESCRIPTION OF THE PREFERRED EMBODIMENT, it typically takes at least three to five business days to process a service order using the prior art design processes and install a customized amplifier at the central office. Moreover, installation, repair and maintenance of prior art designed services requires a disproportionately large percentage of the telecommunication company's available work force when compared to prior art nondesigned services. For example, a telecommunication company often processes over twenty million service requests relating to prior art nondesigned services a year, while processing less than one million service requests relating to prior art designed services during the same time frame. Of those service requests relating to prior art designed services, roughly 60% are for locally switched services, with the remaining 40% relating to private lines that are not locally switched. While the number of service requests relating to locally switched designed services is relatively small when compared to the total number of service requests typically processed, a disproportionately large number of personnel and computer systems are involved in a complex and cumbersome prior art design process to satisfy these service requests. Therefore, it is desirable to have a system and a method for processing a service request whereby the service request can be completely satisfied within a reduced time after receiving the customer request, preferably within several hours. It is further desirable that such a system and method provide a more efficient and accurate process for scheduling dates and appointment times for installation of a new service based upon availability of qualified technicians.
Installation of amplifiers and repeaters at the central office and the line repeaters and load points along the cable pair results in increased capital investment costs as well as maintenance costs. Since amplifiers, repeaters and loading coils also amplify noise, the line repeaters or loading coils conventionally are placed close enough together so that the signal itself is available for amplification, and does not become so weak as to be lost in the noise between amplifiers. Repeaters and loading coils are typically housed in apparatus cases located in either manholes or on poles. To insert a loading coil along a cable pair, it is necessary for telecommunications company employees to dig up the cable, or access the cable through a manhole or on a telephone pole. The employees then physically insert the repeater or loading coil in the cable. If 25 cable pairs are contained in the paired cable, typically all 25 pairs are loaded by the single loading coil inserted on the cable, even if only ten cable pairs actually are used for analog signal transmission. On the other hand, repeaters often are inserted only on a portion of the cable pairs in the cable. As a result, when a cable is dug up to install a repeater on one cable pair, it may be necessary to dig up the same cable pair just one or two months later to put a repeater on another cable pair in the same cable. Occasionally, a loading coil is installed in the wrong loop. Furthermore, digging up the cable requires considerable time and expense and often interferes with traffic flow, since most cable pairs are accessed through manholes located in the streets and sidewalks throughout a city.
Another significant drawback associated with using loading coils along a cable is that the loading coil must be removed should a loaded cable pair later be used for digital signal transmission. Digital signals are effectively destroyed when they pass through loading coils, since the induction added by the loading coils severely distorts the digital signal. Whenever a customer wants to convert a subscriber loop to provide digital signal transmission instead of analog signal transmission, the cable pair must be dug up and unloaded (i.e., all bridge taps, load coils, boosters, build out capacitors, and cable stubs are removed) to allow for digital signal transmission. If a new customer moves in, or the existing customer's needs change, such that digital transmission is no longer desired on this cable pair, the cable pair may need to be dug up to reinsert the loading coils or boosters to allow for analog signal transmission at an acceptable loop loss. Similarly, digital regenerators or line repeaters must be removed from a line when a line used for digital signal transmission is converted to allow for analog signal transmission. This creates a circular problem, where one cable pair may be repeatedly dug up to remove or insert loading coils, since digital signal transmission requires the cable pair to be unloaded while analog signal transmission requires the cable pair to be loaded.
Furthermore, the prior art methods and systems for transmitting analog signals across a cable pair are not suitable for networks that are digital from end to end. Totally digital systems require nonloaded outside plant distribution facilities to transmit the digital signals. Therefore, to accommodate digital networks, it is desirous to develop a telecommunications system and method that allows for installation of analog service on unloaded cable pairs so that the cable pair can be easily converted to allow for digital signal transmission at a later time, if necessary. It is also desirable to have a system and method that allows for a subscriber loop to be readily used for either analog or digital signal transmission, without requiring reconfiguration of the cable pair.
In certain exceptional situations in the prior art associated with special service arrangement requests for business customers, a customer powered amplifier with manual balance sold by Wilcom, a subsidiary of NAI Technologies, Inc., has been installed inside the customer premise to maintain the loop loss of the local loop within a acceptable range based upon the class and grade of service provided. When such a unit was used in the prior art prior to divestiture of AT&T, it typically was installed on the customer side of the network interface for remote customer stations connected to a PBX. The prior art Wilcom device is a 400 mechanics circuitry card which requires installation of special slotted shelves such as standard 400 type mounting shelves inside the customer premise for mounting the circuitry card therein. Drawbacks associated with the prior art Wilcom device include that local customer provided alternating current (AC) power is required for operation of the Wilcom device, and it must be mounted inside the customer premise since it does not have a weatherproof construction. TelLabs has developed a similar circuitry card that can be installed in this type of situation for business customers to provide amplification, equalization and impedance matching; however, the TelLabs unit has the same drawbacks of requiring customer provided AC power, and expensive and time consuming special mounting equipment for installation inside the customer premise. In addition, the Wilcom and TelLabs units require a technician to travel to the customer premise each time the characteristics of the local loop change to reset the units. The units must be manually reset to adjust to compensate for changes in the loop loss when the characteristics of the loop change (e.g., when a cable throw is performed). Furthermore, these types of units are not suited for installation at a residential customer premise.
Therefore, it is desirable to develop a telecommunication system and method that allows for installation of improved line conditioning termination equipment at the customer premise that maintains loop loss within a desired range based upon the class and grade of service and provides for slope equalization, impedance matching and line balancing. Such improved equipment is powered by a direct current (DC) power source located at a telecommunications company central office via the local loop, and does not require local customer AC power for operation. It is further desirable that such equipment has a weather-proof construction to allow for installation outside the customer premise. Such a device should be suited for installation at both residential and business customers. It is desired that the weatherproof unit should have dimensions that allow for installation of two units inside a Keptel.RTM. SNI-4600 Network Interface Box (sold by Keptel, Inc.) for residential customers. It is further desirable that such a line conditioning termination device is fully automatically resettable for any off hook condition so that a technician does not have to travel to the customer premise to reset the unit when the characteristics of the local loop change.
Moreover, it is desirable to develop a system and method for processing service requests relating to the installation, maintenance or repair of locally switched circuits on which such improved line conditioning termination equipment is or may be installed that does not employ prior art design systems and processes, but instead uses improved nondesign systems and methods to process all such service requests.
It is further desirable that such a system and method can accommodate service requests relating to either analog or digital locally switched services. For digital services, telecommunications companies may utilize digital network channel terminating equipment (NCTE) installed on at the customer premise and central office equipment to provide the requested digital service at a desired speed or baud rate. The NCTE is typically designed or modeled by a design engineer using prior art design systems and methods discussed in the DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT to regenerate the signal and provide the desired loop loss at the network interface. An improved digital line conditioning termination equipment can be installed at the customer premise to eliminate the need for the NCTE. In this regard, it is desirable to employ digital line conditioning equipment at the customer premise that regenerates the digital signal received at the network interface to correct signal distortion that occurs during transmission, and provides a stabilized loop loss within a desired range at the network interface without requiring any digital repeaters at the central office or along the line, or NCTE. The preferred system and method should be able to distinguish and separately track analog or digital equipment when processing an associated service request.
SUMMARY OF THE INVENTION
The following are among the objects of the present invention:
To provide an improved system and method for processing a service request relating to the installation, maintenance or repair of any analog or digital locally switched telecommunication service using nondesign systems and processes.
To provide a telecommunication system and method for processing a service request whereby the service request can be satisfied and completed in a reduced time after receiving the customer request.
To provide a telecommunication system and method that does not require the use of amplifiers or digital repeaters at the central office, or repeaters or loading coils along the cable pair to provide a stabilized loop loss within a preselected desired range.
To provide a telecommunication system and method for processing a service request that allows for improved construction procedures when a field cable throw is performed.
To provide a telecommunication system and method for processing a service request that provides for a more efficient and accurate process for scheduling appointment times for the installation of a new service based upon the availability of qualified outside technicians.
To provide a telecommunication system and method for processing a service request that allows for installation of a locally switched analog service on an unloaded cable pair, and further allows for an unloaded local loop to be used alternately for either analog or digital signal transmission.
To provide a telecommunication system and method for processing a service request that utilizes fully automatic line conditioning equipment that automatically resets for any off hook condition.
To provide a telecommunication system and method for processing a service request that indicates whether analog or digital line conditioning equipment is or may be needed to be installed at a particular customer premise, and also indicates whether such line conditioning equipment is manually resettable, semi-automatically resettable or fully automatically resettable.
To provide a telecommunication system and method for processing a service request that allows for an outside technician to update records to indicate whether line conditioning equipment is actually installed at a customer premise, and, if such equipment is installed, to correct the information indicating the resettable feature of the equipment, if necessary.
To provide a telecommunication system and method for processing a service request that maintains records indicating those line conditioning units that are left in at a customer premise after service is disconnected so that the units can be retrieved at a later time.
To provide a telecommunications system and method that is cost-effective, easily implemented within a telecommunication company, and which provides prompt and reliable service to the customer.
To provide a telecommunications system and method that requires fewer people to process a service request and install locally switched service to a customer premise.
To provide a telecommunication system and method that maximizes quality of service and growth opportunity in digital markets.
These and other objects will become apparent to those skilled in the art in light of the following disclosure and accompanying drawings.
In accordance with this invention, generally stated, a telecommunication system and method are provided for processing a service request relating to installation, maintenance or repair of a local loop extending from a telecommunication company central office to a customer premise and providing locally switched telecommunication service. The system includes a computer network having a computer data processing means and computer memory means for storing computer information. More specifically, the system includes computer data processing means for inputting customer information. Computer data processing means is further provided for generating a service request based upon the customer information and information associated with the local loop including inside and outside plant facilities supporting the local loop. Computer data processing means assigns to the service request an available appointment date and time for providing the requested service based upon continually updated information indicating the availability of technicians. An available technician is dispatched by computer data processing means to the customer premise at or before the assigned appointment date and time if needed to install or repair outside facilities associated with the local loop or to install or replace a special line conditioning termination equipment when loop loss associated with the local loop is not maintained at an acceptable level for the locally switched service at the customer premise. Computer data processing means processes completion information input by the technician, when dispatched to the customer premise, associated with tasks performed by the technician to establish working service to the customer premise, including information indicating whether the special line conditioning termination equipment was installed or replaced. The system includes computer data processing means for completing the service request once working service is established at the customer premise. Computer memory means is further provided for storing computer information relating to locally switched services provided by the telecommunication company including information indicative of whether line conditioning termination equipment is installed at the customer premise. Computer data processing means creates or updates the computer information stored in the computer memory means based upon information associated with the completed service request.
Another aspect of the present invention is that of a system for providing a locally switched telecommunication service to a customer premise. The system includes a local network for providing the locally switched service to the customer premise including a network element central office switching system and a local loop extending from a telecommunication company local serving office to a customer premise. A weather-proof housing is included in the system that is mounted on an outside wall of the customer premise. A network interface is provided that has a network side effectively coupled to a company side disposed inside the housing. The system includes protection device for protecting the local network, the customer premise, and customer premise equipment located inside the customer premise from excessive voltages disposed inside the housing, and operatively connected between the local loop and the network interface (e.g., lightning). Further included in the system is a special line conditioning termination device for maintaining loop loss associated with the local loop within an acceptable range at the network interface based upon a class and grade of service associated with the service requested by the customer, the special line conditioning termination device being disposed inside the housing and connected between the protection device and the network side of the network interface. Additionally, the system includes a computer system for processing a customer service request for installation of the locally switched service at the customer premise, said computer system including computer data processing means for dispatching a technician to the customer premise to install the special line conditioning equipment between the protection device and the network side of the network interface inside the housing when the loop loss exceeds an acceptable range based upon the class and grade of service associated with the service requested by the customer, and further including computer memory means for storing computer information relating to the locally switched service provided across the local loop to the customer premise including information indicating the special line conditioning termination device is installed at the customer premise.
Still another aspect of the present invention is that of a system for processing a service request for installation of locally switched telecommunication service provided by a telecommunication company at a customer premise. The system comprises computer data processing means for generating a service order based upon customer information including information indicative of a class and grade of service associated with the requested service. The system has computer data processing means for assigning to the service order an available appointment date and time for installation of the requested service based upon updated information indicating the availability of qualified outside technicians. Additionally comprising the system is computer data processing means for assigning information to certain service orders when the class and grade of service associated with the requested service is less than 81/2 dB indicating that further evaluation of the service is needed to determine if special line conditioning termination equipment needs to be installed at the customer premise for the requested service to provide a stabilized loop loss within a desired range. Also making up the system is computer data processing means for assigning to the service order information indicating inside and outside plant facilities needed to establish a working circuit from a telecommunication company local serving central office to the customer premise based upon information associated with the service order. Computer data processing means is further included for dispatching a technician to the customer premise at or before the assigned appointment date and time to establish the working circuit when needed to install or replace outside plant facilities or to install the special line conditioning termination equipment. Also included is computer data processing means for processing completion information input by the technician associated with tasks performed by the technician to establish working service to the customer premise, including information indicating whether the special line conditioning termination equipment was installed. Computer data processing means is further included in the system for completing the service order after installation of the requested service to the customer premise. The system also includes computer memory means for storing computer information relating to locally switched services provided by the telecommunication company to the customer premise including information indicative of whether line conditioning termination equipment was installed at the customer premise; and computer data processing means for creating or updating the computer information stored in the computer memory based upon information associated with the completed service order.
The telecommunication system and method of the present invention assists in eliminating the need to use amplifiers at the central office and loading coils or repeaters along the cable pair, thereby allowing for analog signal transmission across unloaded cable pairs. Therefore, the telecommunication system and method is compatible with networks that are digital from end to end. Analog and digital signals may be alternately transmitted across the same cable pair where the repeater or loading coils are removed. When the measured loop loss exceeds an acceptable level at the customer premise, the system and method of the present invention employ control circuitry associated with line conditioning termination equipment to provide a stabilized loop loss within a desired range at the network interface. The control circuitry includes an amplification and equalization network and a balancing network connected to the input of the network interface at the customer premise. Both the network interface and the control circuitry are powered by a direct current power source located at the central office via the subscriber loop. The network interface and control circuitry are disposed within a housing that is either mounted to an outside wall of the customer premise for POT services or inside the customer premise when used in conjunction with services such as a private branch exchange (PBX).
The present invention also provides for a method operating a general purpose digital computer having data storage memory for processing a service request relating to the installation of a locally switched telecommunications service provided to a customer premise at a desired class and grade of service, comprising the steps of: computer data processing generating a service order based on input to data processing of the requested service to be provided to the customer premise; computer data processing scheduling of a due date in computer memory for installation of the requested service based upon availability of an outside technician to install the requested service at the customer premise; computer data processing assigning an identifier to the service order in computer memory when line conditioning equipment potentially needs to be installed at the customer premise to provide the desired class and grade of service; computer data processing assigning into computer memory a code to the service order indicating line conditioning equipment is required; computer data processing assigning into computer memory all necessary inside and outside plant facilities and equipment to the service order to establish a circuit between the customer premise and a telecommunications central office across which the requested service is provided; data storage in computer memory of information indicating installation of those inside and outside facilities and equipment that are assigned and not previously installed; computer data processing dispatch of a qualified technician to install special line conditioning termination equipment at the customer premise based upon the identifier and code; data storing in computer memory information indicating installation of the line conditioning termination equipment when loop loss associated with the circuit exceeds an acceptable level for the requested class and grade of service; data storing into computer memory to update the information associated with the code if the reset information previously assigned to the service order does not properly reflect the reset function associated with the line conditioning equipment installed at the customer premise; computer data processing deleting the equipment code from the service order in computer memory when the equipment code previously was assigned to the service order and the line conditioning equipment is not installed at the customer premise; and computer data processing updating computer memory to accurately reflect whether line conditioning equipment is installed at the customer premise.
Yet another aspect of the present invention includes a method of operating a general purpose digital computer network having data storage memory for processing a customer request for service relating to locally switched telecommunication service provided across a local loop extending from a telecommunication company central office to a customer premise, comprising the steps of: computer data processing customer information into computer memory including a customer name, a customer premise address, telephone number, and information indicative of the customer request for service and activity to be performed in processing the customer request; computer data processing generation of a service request based upon the customer information and information associated with the local loop including information indicating when special line conditioning termination equipment used to provide a stabilized loop loss within a desired range potentially is or needs to be installed at the customer service; computer data processing assignment and storage into computer memory to the service request an available appointment date and time for providing the requested service; computer data processing determination of whether a technician needs to be dispatched to the customer premise on or before the appointment date and time based upon information associated with the service request; computer data processing dispatch of an available technician to install, replace or remove outside facilities associated with the local loop or special line conditioning termination equipment at the customer premise; computer data processing of completion information input by the technician associated with tasks performed by the technician and including information indicating whether special line conditioning termination equipment was installed, replaced or removed, and storage of that information in computer memory; computer data processing completion of the service request; data storing in computer memory of information relating to locally switched services provided by the telecommunication company to the customer premise including information indicating whether line conditioning equipment is installed at the customer premise; and computer data processing update and storage into computer memory information associated with the completed service request.
Other objects and features will be apparent and in part pointed out hereinafter.
BRIEF DESCRIPTION OF THE DRAWINGS
The objects of the invention are achieved as set forth in the illustrative embodiments shown in the drawings which form a part of the specification.
FIG. 1 is a schematic diagram of prior art inside and outside telecommunications facilities and equipment used to provide a prior art designed analog service across a loaded cable pair extending between a central office and a customer premise;
FIG. 2 is a block schematic diagram of a prior art computer network used for processing service requests relating to the installation of prior art nondesigned services;
FIG. 3 is a block schematic diagram of a prior art computer network used for processing service requests relating to the installation of prior art designed services;
FIG. 4 is a flow chart illustrating a prior art system and method for processing a service request relating to the repair of a local loop used to provide a prior art nondesigned service to a customer premise;
FIG. 5 is a flow chart illustrating a prior art system and method for processing a service request relating to the repair of a local loop used to provide a prior art designed service to a customer premise;
FIG. 6 is a schematic diagram of inside and outside telecommunications facilities and equipment used in the present invention to provide locally switched analog or digital analog service across an unloaded cable pair extending between a central office and a customer premise;
FIG. 7 is a schematic diagram illustrating the wiring configuration of the termination equipment and network interface that can be used in the present invention, located in a housing mounted to the outside of the customer premise shown in FIG. 5;
FIG. 7A is a schematic diagram illustrating the wiring configuration of two termination devices, a protector, and a network interface installed in a housing mounted to the outside of the customer premise for two local loops extending to the customer premise;
FIG. 8 is a schematic diagram showing the wiring configuration of the termination equipment and network interface located inside the customer premise;
FIG. 9 is a block schematic diagram of the computer network of the present invention used for processing service requests relating to the installation of locally switched analog or digital telecommunication services;
FIG. 10 is a flow chart illustrating the telecommunication system and method of the present invention for processing a service request for installation, maintenance or repair of a local loop used to provide locally switched nondesigned service to a customer premise;
FIG. 11 is a flow chart illustrating the telecommunication system and method of the present invention for processing a service request for installation of a locally switched nondesigned service across a local loop to a customer premise;
FIG. 12 is a flow chart illustrating the telecommunication system and method of the present invention for assigning an available appointment date and time to a service request for installation of a telecommunication service on a local loop;
FIG. 13 is a flow chart illustrating the telecommunication system and method of the present invention for processing a service request relating to repair of a local loop used to provide any locally switched nondesigned service to a customer premise;
FIG. 14 is a flow chart illustrating the telecommunication system and method of the present invention for assigning an available appointment date and time to a repair report; and
FIG. 15 is a block schematic diagram of the computer network of the present invention used for processing service requests relating to the repair of locally switched telecommunication services;
Corresponding reference characters indicate corresponding parts throughout the several views of the drawings.
DESCRIPTION OF THE PREFERRED EMBODIMENT
Detailed Description of the Prior Art
I. OVERVIEW
As discussed above, it is beneficial to first set forth a detailed explanation of the prior art systems and methods currently used in the telecommunications industry for installation, maintenance and repair of analog and digital services in order to better comprehend the tremendous advantages of the present invention and its preferred embodiment. As will be discussed in greater detail below, FIG. 1 illustrates the inside and outside telecommunication facilities and equipment used to provide prior art analog designed service across a local loop. FIGS. 2 and 3 illustrate embodiments of prior art systems, indicated generally at 11, used to process service requests relating to installation of prior art nondesigned services (FIG. 2) or prior art designed services (FIG. 3). The prior art system 11 includes a computer data processing network having a plurality of computer systems that interact to process the service order, inside and outside telecommunications facilities and equipment used to provide the requested service to a customer premise 13, and associated telecommunications company personnel involved in processing the service request. The particular computer systems are set forth for illustrative purposes only. Clearly, any system discussed herein may be replaced with an equivalent computer system or systems, or be incorporated into another computer system, to accomplish substantially similar results. Therefore, while the functions and operations of each computer system shown in FIGS. 2 and 3 are discussed with respect to a particular type of system such as FIRST or LFACS or WFA/DO, it will be appreciated by those skilled in the art that the functions and processes define the core of the prior art computer network (as well as the computer network of the present invention), and reference to particular computer systems should not be interpreted in any limiting sense.
As will be discussed in greater detail below, when a customer requests installation of an analog or digital service, a service order is prepared. In processing and generating the service order, the computer network (and associated personnel) employed in the prior art system 11 may perform two primary functions, namely "assignment" functions and "design" functions. In the "assignment" phase, the computer network performs input, processing, storage, output, and control functions on data associated with each service order to determine whether any inside or outside telecommunications company facilities, equipment or inventory are needed to process the service order, and then assigns such facilities, equipment or inventory to the service order if necessary.
While the computer network performs "assignment" functions on data associated with all service orders, only certain service orders are subject to the "design" functions under the prior art system 11. Therefore, telecommunications services are typically categorized either as "designed services" that are processed by the system 11 using both the "assignment" and "design" functions, or as "nondesigned services" that are processed by the system 11 using only "assignment" functions.
As will be discussed in more detail below, service orders relating to designed services require data processing by many additional computer systems in the "design" phase such as Tandem SOAC, TIRKS.RTM. (sold by Bell Communications Research, Inc. (Bellcore) under its registered trademark) of and WFA/C. As is known to those skilled in the art, a telecommunication circuit used to provide designed services often requires design and installation of a customized amplifier at the central office by telecommunications company personnel to maintain the loop loss within an acceptable level. In general, FIG. 1 shows the telecommunications facilities and inventory typically used to provide analog designed services to a customer premise. FIG. 2 sets forth the computer network associated with prior art system 11a for processing a service order requesting installation of a nondesigned service such as typical Plain Old Telephone Service (POTS) or coin service. FIGS. 3 sets forth the computer network associated with a prior art system 11b for processing a service order requesting installation of a prior art designed service such as a voice grade analog special service. FIGS. 2 and 3 both illustrate personnel used to operate systems 11a and 11b, respectively. These telecommunications company personnel are designated by ovals in FIGS. 2 and 3. As will be seen in later discussions describing the present invention, fewer persons are needed to operate the system of the in vent ion than in the prior art system 11b. Prior art systems 11a and 11b are referred to collectively as prior art system 11.
In the prior art, designed special services include, but are not limited to, local two-way Private Branch Exchange (PBX) trunks, direct outward dialing (DOD) PBX trunks, CENTREX.RTM. central office lines, and network data lines, direct inward dialing (DID), and Wide Area Telecommunications Service (WATS). When a local loop used to provide POTS ha s a n associated loop loss that exceeds a maximum acceptable level, a customized amplifier is designed and installed at a central office 19. In this situation, the POTS provided to the customer premise 13 is a designed service which is typically referred to as designed POTS or a Local Service (LS) circuit.
FIG. 4 illustrates a prior art system and method for processing a trouble report founded on a customer complaint relating to a prior art nondesigned service installed using the prior art nondesign system 11a. FIG. 5 sets forth a prior art system and method for processing a trouble report relating to a prior art designed service installed using the prior art design system 11b.
II. PRIOR ART INSIDE AND OUTSIDE FACILITIES AND EQUIPMENT
As mentioned above, FIG. 1 generally illustrates the inside and outside telecommunication facilities and equipment used to provide a prior art analog designed service to a customer premise 13, including a pair of conductors, wires, optical fibers or the like (referred to as a "cable pair") 15 contained in a multi-paired cable 17 effectively extending from a telecommunication company central office building 19 to a terminal interface 21. The terminal interface 21 is typically contained within a housing 23 mounted to a telephone pole (not shown) or located on the ground in the vicinity of a customer premise 13. Alternatively, the terminal interface 21 can be located within the customer premise 13. A pair (or pairs) of aerial drop wires 25 effectively extend the cable pair from the terminal interface 21 to a protector 27 located in close proximity to a network interface 29.
As shown in FIG. 1, the network interface 29 connects a public switched telephone network controlled by the telecommunications company through the central office 19, to customer premise equipment (CPE) 31 that is owned and maintained by a telephone customer. In other words, the network interface is the demarcation point between a network or company side 29a, and a customer side 29b of the telecommunication network. The network side 29a is connected to the customer side 29b via conductors 32. The CPE 31 may include termination equipment 33 such as a telephone set (as shown), modem or facsimile machine, a private branch exchange (PBX), concentration equipment, and intrapremise wiring 35. For nonfiberoptic wire pairs 15, a direct current (dc) power supply 37 located at the central office 19 that supplies constant DC voltage across the local loop is used to supply power to the network interface 29 via the cable pair wires 15 and drop wires 25.
A pair of wires 38 effectively extend the cable pair 15 from the protector 27 to the company side of the network interface 29. The company side of the network interface is operatively connected to the customer side of the network interface. For customers using a Private Branch Exchange (PBX), the terminal interface 21, protector 27 (which is needed if the terminal interface is unprotected), and network interface 29 are typically located inside the customer premise 13. Wires 35 extending from the customer side of the network interface 29 are then connected to CPE 31, such as a telephone, modem, PBX or facsimile machine. For non-PBX customers, the network interface 29 is typically contained within a weather-proof housing 41 mounted to an outside wall of the customer premise 13, as shown in FIG. 1.
Within the central office building 19, each cable pair 15 terminates at a point of termination on a Main Distributing Frame (MDF) 43. As will be discussed below, the MDF 43 houses a plurality of jumper wires 45 that effectively interconnect each terminated cable pair from its point of termination on the MDF 43 to a corresponding switch port or input terminal associated with a network element (NE) or switching system 49 located in the central office 19. "NE" is a generic term used to refer to any central office switching system sold by several vendors such as AT&T or Northern Telecom. The NE 49 interconnects one subscriber with any other subscriber having properly configured CPE 31, by dialing such other subscriber's telephone number.
As will be discussed in more detail below in discussion of FIG. 3, the complex prior art system 11b often involves providing prior art designed services such as voice grade analog special services to the customer premise 13. Designed services often require the installation of a customized amplifier 51 (sometimes referred to as a "plug") located at the central office 19 between the switch port 47 that accesses the NE 49 and the point of termination for the cable pair 15 on the MDF 43. The amplifier 51 can be mounted on a frame 53. Similarly, if a cable pair 15 used to provide Plain Old Telephone Service (POTS) for voice communication has an unacceptable excessive loop loss associated with it, such a customized amplifier 51 is also likewise installed at the central office 19. If the customized amplifier 51 is not needed for designed services or if nondesigned services are provided across the cable pair 15, the jumper wire 45 is still installed to connect the switch port 47 to the point of termination.
For analog designed services that require installation of a customized amplifier 51 within the central office 19, there are two common wiring configurations within the central office. If the MDF 43, the amplifier frame 53, and the NE 49 are located in different rooms or on different floors within the central office 19 as shown in FIG. 1, a first pair of jumper wires 45a interconnects the point of termination on the MDF 43 to a tie pair frame 55 used to house a plurality tie pairs 57 that extend throughout the central office. Tie pairs 57 are wired to and from the customized amplifier 51 located on the amplifier frame 53. A second pair of jumper wires 45b effectively connects the appropriate tie pair 57 on the tie pair frame 55 to the switching port 47 associated with the NE 49. If the MDF 43, the amplifier frame 53, and the NE 49 are all located in the same room, the tie pair frame, and jumper wires 45a typically are not needed. In this configuration, one set of tie pair 57 typically is used to interconnect the terminated cable pair on the MDF 43 to the customized amplifier 51, and then jumper wires 45b interconnect the amplifier 51 and the switch port 47.
For digital designed services requiring installation of digital regenerative repeaters (not shown), the repeaters are installed on office repeater bays connected between the point of termination on the MDF and the NE. Each such office repeater provides impedance matching, equalization, and signal regeneration, and applies power to the line. For digital services, digital network channel terminating equipment (NCTE) typically is installed on the network side of the network interface at the customer premise to provide the requested service at a desired speed or baud rate. The NCTE typically is designed or modeled by a design engineer using prior art design systems and methods discussed below to regenerate the signal and provide the desired loop loss at the network interface.
In the prior art system 11b, switched access maintenance systems (SMAS) also are installed on the loop in the central office to allow a test system to access and test the customer loop.
In the prior art system 11b shown in FIG. 1, if the amplifier 51 used for prior art analog designed services, such as special services or designed POTS, does not sufficiently boost the analog or digital signal to overcome excessive loop losses, analog repeaters or loading coils 59 are installed at various locations on the cable pairs 15 in the cable 17 between the central office 19 and the customer premise 13. The loading coils 59 are used to reduce signal attenuation within the voice band (up to about 3500 Hz). Similarly, the analog repeater 59 receives, amplifies or reshapes and then retransmits the signal to reduce any signal distortion. Repeaters can also be place in the central office 19 to repeat and reshape signals as they are transferred from that central office 19 to another central office. As discussed above in the BACKGROUND OF THE INVENTION section, significant drawbacks and considerable expense are associated with the use of the repeaters, loading coils, and customized amplifiers 51 for prior art designed services. Similarly, the digital office repeaters typically are connected to digital regenerative repeaters installed along the line in feed plant and distribution plant facilities. The line repeaters are powered by the office repeater bays, and provide equalization and timing to restore the pulse shape. As discussed above, the line repeaters and loading points are typically installed in housing positioned in manholes or on poles.
If the prior art system 11 as set forth in FIG. 1 is used to provide nondesigned analog services to the customer premise 13, the amplifier 51 is not installed at the central office. In addition, loading coils 59 may not be needed or installed. Similarly, if the prior art system 11 is used for digital signal transmission, the local loop must be unloaded (all bridge taps, load coils, analog repeaters, build out capacitors, and cable stubs, if any, as well as the customized amplifier are removed) to allow for digital signal transmission.
Therefore, as discussed below, a telecommunication system 200 of the present invention (shown in FIGS. 6-8) has been developed that does not require the use of loading coils, or analog or digital repeaters on the cable pair for any analog or digital signal transmission. System 200 also assists in the elimination of the need to use customized amplifiers 51 or digital repeaters at the central office 19 for prior art designed services. Moreover, system 200 of the invention completely eliminates for locally switched services the computer systems discussed below that are only used to process service orders relating to designed services associated with prior art systems 11b. In other words, system 200 processes service orders relating to analog and digital telecommunication services as "nondesigned" services. As will be discussed in detail with respect to the present invention, many prior art computer systems discussed below that are currently used to process service orders relating to prior art nondesigned services (as shown in FIG. 2) are improved and modified in system 200 to provide for more efficient processing of all service request s relating to any analog or digital locally switched service.
III. PRIOR ART INSTALLATION PROCESSES
Before discussing in detail the prior art systems shown in FIGS. 2-3, it is helpful to note that the prior art computer network used in the "assignment" phase for processing service orders relating to prior art designed services as shown in FIG. 3, incorporates many identical computer systems that are used for processing service orders relating to prior art nondesigned services as shown in FIG. 2. Therefore, much of the following discussion regarding the preparation of the service order and the "assignment" functions performed by the FACS computer system apply to both prior art design and nondesign systems. The following discussion distinguishes between the systems used for processing service orders relating to prior art designed and nondesigned services when necessary.
In the prior art system 11 shown in FIGS. 2-3, when a customer requests installation of analog or digital service such as those associated with local PBX trunks, network data lines, CENTREX.RTM. central office lines, direct outward dialing (DOD) trunks, or direct inward dialing (DID) trunks, a person 61 usually referred to as an "order taker" accesses a business and sales support computer order entry system 63 to prepare a service order. Such a service order refers to a packet of computer information that contains data essential to establishing, updating, maintaining, billing and disconnecting all customer service offerings. The service order is also used to convey information and data to various telecommunications company personnel including technicians and specialists so they can perform necessary manual and record work to complete the installation of the requested service.
All information included in the service order is arranged into logical groupings of related data called sections. Typical sections of a service order include: identification (identifies information such as the service order telephone number, order number, due date); listing (includes directory listing of customer name and address); control (contains dates for the installation of special services); directory (contains information for delivery of phone books); traffic (includes information for a telephone recording when a customer moves or changes telephone numbers); billing (sets forth billing name and address, and billing and credit information); remarks (includes information regarding installation instructions or other miscellaneous data); service and equipment (includes USOCs, FIDs, action codes, and/or quantities associated with the service provided by the telecommunications company); statistics (contains information about the actual completion of the service order); and assignment (includes information relating to inside and outside facilities used to provide working service to the customer premise and the facility address). Each of these sections of the service order may also include subsections or field such as a remarks field which may include additional information or instructions relating to that particular section.
Depending on the nature of the requested service and the configuration of the system 11, the prior art computer or computer systems 63 is typically one of the following computer systems known in the art: an Easy Access Sales Environment (EASE) data processing system of Southwestern Bell Telephone Company, a Direct Order Entry (DOE) data processing system, a CABS (Customer Access Billing System) Minimal Input Generation (CMIG) data processing system, or an Exchange Access Control and Tracking (EXACT) data processing system of Southwestern Bell Telephone Company. The computer order entry system 63 performs input, processing, storage, output and control functions on data used to generate a service order. Alternatively, a customer may input a request through a customer direct access computer order entry system.
The order taker person 61 or customer inputs customer information into the computer order entry system 63 such as the customer's name and phone number (if applicable), address, and the type of service requested. Either the computer order entry system 63 or the order taker 61 accesses a computer data processing system known as Premises Information System (PREMIS) 65 that contains address-based information stored in associated databases in its computer memory. The information stored in PREMIS 65 includes customer service address, the central office serving each address, the type and designation of the NE 49 serving the customer address, and the types of services provided by the central office 19 serving that address. PREMIS 65 assists in generating a service order by validating the customer's address, and verifying any telecommunication company services currently associated with that customer address.
PREMIS 65 then transmits the appropriate address-based information to the computer order entry system 63 or the order taker 61. The computer order entry system 63 data processes the customer information input by the order taker or customer and address-based information received from PREMIS into the service order format, or the order taker 61 accesses PREMIS and manually inputs the information from PREMIS into the computer order entry system 63, depending upon the configuration of the system 11.
If a telephone (line) number assignment is required for installation of a new service, the computer order entry system 63 accesses PREMIS 65 to retrieve a list of available telephone numbers. More specifically, PREMIS 65 selects the list of available telephone numbers from a pool of available numbers stored therein based upon the wire center which includes the customer premise. PREMIS transmits this list to the computer order entry system 63 for use in preparing and processing the service order. The order taker 61 selects and assigns a particular telephone number from this list to the service order. Those numbers that are not selected are stored in PREMIS as part of the available pool of numbers to be used for subsequent service orders. Typically, PREMIS retains the selected line number in the pool with an indication that the number has been selected and is no longer available. When the service order is completed and the requested service installed, PREMIS 65 receives a copy of the completed service order from the SOP 71, and PREMIS deletes the number associated with the completed service order from the pool of numbers.
Typically, a clerk located in a line number assignment center monitors the pool of available numbers for each wire center that are stored in PREMIS 65, and downloads additional telephone or line numbers as needed to PREMIS 65 from either a COSMOS computer system 67a or a SWITCH.RTM. computer system 67b (registered trademark of Bell Communications Research, Inc.)(referred to collectively as COSMOS/SWITCH 67 and discussed in greater detail below) via a Consolidated Work Manager (WMC) computer system 69. In general, COSMOS/SWITCH 67 is a computer data processing system that performs input, storage, processing, output and control functions on data relating to central office equipment and facilities. As will be discussed below, COSMOS/SWITCH 67 maintains information stored in its computer memory indicating all available telephone numbers utilized by the NE 49 located in central office 19.
If the service request relates to the installation of a nondesigned service, the computer order entry system 63 also inputs a message into a Service Order Processor (SOP) system 71, such as a Service Order Retrieval and Distribution (SORD) system of Southwestern Bell Telephone Company, requesting an available due date and appointment time for installation of the nondesigned service based on the availability of an outside technician. As will be discussed further below, the SOP system 71 is a real-time computer data processing system used for data processing the service order. In the prior art system 11, the SOP 71 obtains the due date from a Force Management System Network (FMSN) 73. FMSN 73 is a data processing system used to maintain records stored in its computer memory regarding the availability of inside and outside technicians to assist in the installation of a nondesigned service. An outside operator 75 periodically inputs and updates information stored in its computer memory to indicate the number of outside technicians available to work on a particular day for a geographic area corresponding to at least one wire center. Typically, at several times throughout a day (e.g., every two hours), FMSN 73 inputs information regarding the availability of technicians into the computer memory of the SOP 71. However, this information is often out-dated and does not accurately reflect the current availability of the technicians since the information is only periodically updated by the operator and not downloaded to the SOP 71 on a dynamic basis. Nonetheless, the SOP 71 data processes the message from the computer order entry system 63 to determine if technicians are available to complete the service order. The SOP 71 transmits a message to the computer order entry system 63 indicating available appointments for the technician work force over a predetermined range of days. Once the computer order entry system 63 receives this information from the SOP 71, the customer selects an available appointment date and time, and the order taker 61 then inputs this information into the computer order entry system 63. The computer order entry system 63 data processes this information into the service order.
For designed and nondesigned services, the computer order entry system 63 or order taker 63 also transmits a message to a Business Office Support System (BOSS) 77 requesting information relating to the customer's credit history and records of service(s) previously installed at the customer premise 13, if such information exists. BOSS 77 is a data processing system that maintains current customer billing and service records in its computer memory. BOSS 77 accesses its computer databases to obtain the requested information. BOSS 77 then transmits the information to the computer order entry system 63. The computer order entry system 63 data processes the information into the service order, if appropriate.
After the computer order entry system 63 gathers and processes the necessary information to generate a service order, the computer order entry system 63 inputs this necessary information into the computer memory of the SOP 71. The SOP 71 data processes this information and generates a service order that is stored in its associated database. It is also possible to bypass the computer order entry system 63, whereby the order taker person 61 gathers and inputs all customer information directly into the SOP 71, and the SOP 71 generates the service order.
Each service order can include a plurality of Universal Service Order Codes (USOCs) and Field Identifiers (FIDs) that are assigned to the service order by the order taker person 61 or the SOP 71. The USOCs and FIDs are used by the system 11 to process the service order. The USOCs include information indicating many parameters to be considered in installing the requested designed or nondesigned service for a particular subscriber loop or circuit. These parameters typically include service and equipment information relating to the class and grade of service the customer requested, how the service will be used, and what equipment needs to be installed. FIDs provide information identifying a multitude of system components by codes including, but not limited to, such as TN for telephone number, CA for cable 17, and PR for cable pair 15.
In addition, the order taker person 61 enters into the computer order entry system 63 or the SOP 71 a Common Language.RTM. Circuit Identification (CLCI) (registered trademark of Bell Communication Research, Inc.) service code corresponding to the particular type of special service requested by the customer for designed or nondesigned special services. For example, several of the many service codes that may be assigned by the order taker person 61 in the prior art system 11 when there is a request for installation of a new service include: TK for local two-way PBX trunk services, DO for direct-out-dial (DOD) services, CL for CENTREX.RTM. central office line services, and ND for network data line services. If the special service is existing, the computer order entry system 63 retrieves the service code from the database stored in the computer memory of BOSS 77 that contains the customer service records.
The order taker person also inputs an action code for work to be performed for the service and equipment associated with the USOCs and FIDs. The action code is a single alphabetic character that indicates the activity applicable to a specific service order entry. For example, action codes that can be input into the service order by the order taker person 61 include I for "installation," C for "change" and T for "to," O for "out" and R for "recap."
As will be appreciated by those skilled in the art, certain USOCs and FIDs input by the order taker person 61 are used by other computer systems in processing the service order. For example, a USOC such as CQ4 can be input by the order taker person 61 when conditioning is needed for an ND circuit to provide 4 dB loop loss. When the service order passes to the Assigning SOAC (discussed below), the CQ4 USOC triggers tables in the Assigning SOAC to recognize and translate this USOC as a line class code, indicating the line class needs conditioning or outside facilities assigned by LFACS or SWITCH.RTM. The USOCs, FIDs and action codes are also associated with billing codes used by the billing system such as CRIS (discussed below) to determine billing rates for the service provided.
As mentioned above, the SOP system 71 is a real-time computer data processing system which controls the preparation and distribution of the service order, and maintains a direct access file of pending service orders. Some of the input-output functions are performed by computer subsystems or databases associated with the SOP 71, such as a Request Processor (REQ) module and a Queued for Distribution (QFD) module that are used in the SORD system. In the SORD system 71, the REQ system edits and verifies information contained in the service order to determine if the information is in the correct format, and determines if a service order contains the appropriate USOCs and FIDs indicating a customer request for a particular service. Based on the information relating to the service order request, the REQ system also determines which other systems in the computer network will receive copies of the service order.
The QFD system analyzes the service order to determine if the service order related to a designed service or a nondesigned service. If a designed service is requested, the QFD system then assigns dates and information to the service order indicating deadlines associated with processing the customer request such as the dates for designing, ordering, shipping, testing and installing the customized amplifier 51. The deadlines extend backwards in time from the date on which the service order is to be completed (i.e., the due date). For example, the QFD system is programmed to calculate and propagate critical dates such as a Record Issue Date (RID), a Service Order Issue Date (SID), a Plant Test Date (PTD), a Frame Continuity Date (FCD), a Designed, Verified and Assigned (DVA) date, and a Wire Office Tested (WOT) date based on the date the special service is to be installed at the customer premise. The REQ system also automatically propagates a FID known as ADSR (Administration of Design Services Review) on the service order for all designed service requests. Alternatively, the order taker person 61 can manually enter the ADSR code in the service order. All service orders that relate to designed service include the ADSR code, regardless of the type of SOP system 71 employed in the system 11.
In the prior art system 11, the SOP system 71 then transmits the service order to Facility Assignment and Control Systems (FACS) 79. FACS 79 includes a plurality of on-line computer data processing systems that interact with each other to perform the "assignment" functions discussed above. These systems 79 perform input, processing, storage, output, and control functions on data relating to inside and outside telecommunications company facilities, inventory and equipment that can be used for a particular customer to provide the requested service to a particular customer premise 13. FACS 79 is used to process all service orders, regardless of whether the requested service is designed or nondesigned. As will be discussed in greater detail below, the computer data processing systems comprising FACS 79 include: COSMOS/SWITCH 67, Loop Assignment and Control Systems (LFACS) 85, Tandem Service Order Analysis and Control (Tandem SOAC) 81, Assigning Service Order Analysis and Control (Assigning SOAC) 83, PREMIS 65, LOMS/PAWS 87, and WMC 69.
More specifically, the SOP 71 typically transmits a copy of the service order to either to the Tandem SOAC 81 for designed services (see FIG. 3) or nondesigned services requiring interoffice facilities (not shown), or to the Assigning SOAC 83 for locally switched nondesigned services (see FIG. 2). The receiving (Tandem or Assigning) SOAC 81, 83 is programmed to determine what information is needed to fulfill the customer request based on the USOCs, FIDs and service codes transmitted by the SOP 71. If the service order request relates to designed services or nondesigned services requiring interoffice facilities, the Tandem SOAC 81 determines which of many Assigning SOACs 83 are involved in processing the service order, and then transmits a copy of the service order to the appropriate Assigning SOAC computer system(s) 83. If the service order request relates to a locally switched nondesigned service, then the SOP 71 transmits a copy of the service order directly to the appropriate Assigning SOAC 83.
As mentioned above with respect to FACS 79, the Assigning SOAC 83 is a computer data processing system that performs input, processing, storage, output and control functions on data contained in the service order. In general, the Assigning SOAC 83 interprets, validates, and decomposes inputs received from other computer systems. The Assigning SOAC 83 distributes, retrieves and gathers information to and from other computer systems that perform outside plant facility assignments, central office facility assignments, and inventory functions. More specifically, the Assigning SOAC 83 is programmed to analyze certain information contained in the service order such as the customer's address and the wire center servicing that particular address. Based on files stored in an Assigning SOAC database, the Assigning SOAC 83 determines if outside plant facilities are required, and, if so, then determines which of many Loop Facility Assignment and Control Systems (LFACS) 85 contains items such as information relating to cables 17 and cable pairs 15 servicing the customers location. The Assigning SOAC 83 then transmits a copy of the service order to the appropriate LFACS 85.
LFACS 85 is a data processing computer system that performs input, processing, storage, output, and control functions to accomplish a sequence of operations on data relating to all cable pairs 15 and cables 17 extending to various locations in a geographic area or wire center. LFACS 85 maintains records in an associated database of all attributes associated with a particular outside cable 17 and cable pair 15, such as the location of the pair 15 within a particular cable 17, whether the pair 15 is loaded or unloaded, and whether the pair 15 is drop connected through (CT). Based on these records and the type of service requested, LFACS 85 then selects an appropriate cable 17 and cable pair 15 to provide the requested service to the customer premise 13. However, as will be further discussed below, problems often later arise when the service is actually installed on the selected cable pair 15 since the records in LFACS 85 sometimes reflect incorrect or out-dated attributes for the selected cable 17 or pair 15. The particular cable 17, the cable pair 15, and associated attributes (collectively referred to as outside plant facility assignments) are then transmitted by LFACS 85 to the Assigning SOAC 83.
The Assigning SOAC 83 also determines if central office facilities are required, and, if so, then determines which of many COSMOS/SWITCH computer systems 67 contains the central office facility information such as switch ports 47 and the cable pair 15 point of termination on the MDF 43 within the central office 19 servicing the customer premise 13.
As mentioned above, COSMOS 67a and SWITCH.RTM. 67b are computer data processing systems that perform input, processing, storage, output, and control functions to accomplish a sequence of operations on data relating to items such as the location of each terminating cable pair 15 and switch port 47 within each central office. In general, COSMOS/SWITCH 67 supports inventory, assignment, and administration of central office facilities, inventory, and equipment. The prior art system 11 may be configured to use either COSMOS 67a or SWITCH.RTM. 67b. SWITCH.RTM. 67b is a newer system that is known in the art and sold by Bell Communications Research, Inc. (Bellcore) to replace COSMOS 67a. Once the appropriate COSMOS/SWITCH system 67 is selected, the Assigning SOAC 83 transmits a copy of the service order to the appropriate COSMOS/SWITCH system 67. This information is used by COSMOS/SWITCH 67 to select the central office facilities and equipment that will be used for installation of the requested service.
More specifically, COSMOS 67a or SWITCH.RTM. 67b computer system is used in the prior art for data processing information relating to central office operations such as MDF 43 records containing terminating cable pairs 15, line equipment, telephone numbers, tie pairs, etc. Based on the information contained on the service order, COSMOS 67a or SWITCH.RTM. 67b is programmed to access its appropriate database, and determine the point of termination on the MDF 43 in the central office 19 corresponding to the selected cable pair 15. COSMOS/SWITCH 67 also determines the location of an available switch port 47 for the NE 49. The locations of the point of termination on the MDF 43 and available switch port 47 are referred to collectively as part of the central office facility assignments. The central office facility assignments are then transmitted by COSMOS/SWITCH 67 to the Assigning SOAC 83. As will be discussed in more detail below, the location of the point of termination on the MDF 43 and the available switch port 47 are used by an inside frame technician 93 to install a jumper wire 45 connecting the switch port 47 to the outside cable pair 15 point of termination on the MDF 43. Furthermore, the central office facility assignments are also used by a switching technician 125 in determining the location for installation of the amplifier 51.
In the prior art system 11, if LFACS 85 or COSMOS/SWITCH 67 determines a problem or inconsistency exists based on the information stored in their respective computer databases, such as inconsistent records or a data mismatch, LFACS 85 or COSMOS/SWITCH 67 transmits a message requesting manual assistance to the Assigning SOAC 83. When the Assigning SOAC 83 receives this request for manual assistance, the Assigning SOAC 83 then transmits a message requesting assistance to a Loop Assignment Center Internal Operations Management System (LOMS). Some prior art systems 11 are configured to use a Provisioning Analysis Work Station (PAWS) system instead of LOMS. PAWS is known in the art and sold by Bellcore as a more efficient data processing system to replace LOMS. Therefore, LOMS and PAWS are referred to collectively as LOMS/PAWS 87. In general, LOMS/PAWS 87 refers to a computer data processing system that analyzes the request, and then distributes the request to either a facility assignment specialist person 89 or to a FACS Internal Resolution System Technology (FIRST) computer system 91 for resolution.
If LOMS/PAWS 87 determines that FIRST 91 is capable of correcting the problem, LOMS/PAWS 87 transmits the request including the error message to FIRST 91 for resolution and correction. FIRST 91, of Southwestern Bell Telephone Company, is used to provide for computerized handling and resolution of certain problems associated with service order requests that LFACS 85 or COSMOS/SWITCH 67 determine s should be handled manually by a facility assignment specialist person 89. More specifically, FIRST is an artificial intelligence (expert) system that emulates the transactions and decisions typically made by a facility assignment specialist person 89 to resolve requests for manual assistance generated by LFACS 85 or COSMOS/SWITCH 67. FIRST 91 is also used to provide consistency and integrity of information stored in LFACS 85 or COSMOS/SWITCH 67 computer database. FIRST 55 also continuously monitors and updates circuit location data stored in databases associated with LFACS 85 and TIRKS.RTM. 113 (discussed below in detail) to guarantee this data is synchronized. If FIRST 91 is able to resolve the problem, FIRST 91 accesses the LFACS 85 or COSMOS/SWITCH computer database to update or correct the information stored therein.
If FIRST 91 is not able to resolve the problem or if LOMS/PAWS 87 determines the problem is beyond the scope of FIRST's 91 capabilities, the message requesting assistance is input from LOMS/PAWS 87 to the facility assignment specialist person 89 via a computer printout or a computer monitor screen. The facility assignment specialist person 89 then analyzes the error message and manually resolves the problem. The resolution of the problem may require correction of the service order, updating and/or correcting LFACS 85 or COSMOS/SWITCH 67 databases, etc.
After COSMOS/SWITCH 67 determines the necessary central office facility assignments, this information is then transmitted to an inside frame technician 93 in one of two ways, depending upon whether COSMOS 67a or SWITCH 67b is used. If COSMOS 67a is used in the system 11, COSMOS 67a transmits the facility assignments associated with the service order and a request for installation of a jumper wire 45 to the frame technician 93 via a computer printout or monitor.
If SWITCH.RTM. 67b is used in the system 11, SWITCH.RTM. 67b inputs the service order to a computer controlled Frames Operation Management System (FOMS) 95 which is known in the art and sold by Bellcore. FOMS 95 is a computer system that stores the service order in its computer memory until a date or time that is predetermined by the SOP 71. On the set date, FOMS 95 transmits the facility assignments and a request for installation of the jumper wire 45 to the frame technician 93 via a display screen or a computer printout.
For designed services, COSMOS 67a or SWITCH 67b does not transmit this information to the frame technician 93 until the appropriate day or time as determined by the SOP 71. For example, if the SOP system 71 used is the SORD system, the QFD subsystem establishes a Frame Continuity Date (FCD) or Wire and Office Tested (WOT) date based on the due date. In this situation, the COSMOS 67a transmits this information to the technician 93 on the FCD or WOT date. For nondesigned services, the QFD system is not employed since the triggering date for the transmission of any information within the system 11 is the due date.
Upon receiving the notification from FOMS 95 or COSMOS 67a, the frame technician 93 installs the jumper 45 from the point of termination on the MDF 43 to the switch port 47, as determined by COSMOS/SWITCH 67. The frame technician 93 then logs onto a Frame User Assignment System Access (FUSA) computer system 97 if SWITCH.RTM. 67b is used in the system 11, or directly into COSMOS 67a. The frame technician 93 inputs into the computer memory of either FUSA 97 or COSMOS 67a information indicating that the jumper 45 installation is complete. FUSA 97 then transmits this information to the computer memory of SWITCH.RTM. 67b. COSMOS/SWITCH 67 updates and stores this information in its appropriate database. As will be discussed below, a switching technician 125 can fulfill the duties of the frame technician 93 in this situation to install the jumper 45.
When the Assigning SOAC 83 receives the outside plant facility assignments and the central office facility assignments, the Assigning SOAC determines which computer systems need to receive information relating to the service order to process and complete the installation of the requested service. The Assigning SOAC generates parsed service orders typically referred to as a SOAC image or SMIG for each downstream computer system involved in processing the service order. Each SMIG contains the necessary information that will be used by the particular downstream system receiving the SMIG, and is prepared in a format readable by that system. An image copy of the service order is appended to each SMIG in case additional information is required. If a particular system does not need the service order, the system discards the service order and retains the SMIG. In the discussion that follows, the image copy of the service order and SMIG are referred to collectively as the service order.
Once the Assigning SOAC 83 receives the outside plant facility assignments and central office facility assignments, the Assigning SOAC 83 determines if the NE 49 is involved with the service request. If the NE 49 is required, the Assigning SOAC 83 transmits information indicating the customer's telephone number and other attributes associated with the service order such a s the type of service requested to a computer memory management system known as a MARCH computer system 99. The MARCH computer system 99 formulates this information into computer commands referred to as translation packets in a format readable by the NE 49. The MARCH computer system 99 stores the translation packets in its computer memory until a set date. On the set date, the MARCH system 99 is programmed to transmit the translation packets to the NE 49. The NE 49 transmits an acceptance message to the MARCH system 99 acknowledging receipt of the translation packets.
It is also conventional practice in the prior art in the telecommunications industry to classify the transfer of information associated with processing a service order into one of three tiers. Tier 1 (or NET 1) typically refers to the initial general transmission of information relating to the service order to all the computer s |
