Lumen Technologies has filed a patent for tools and techniques that enable call center-based automated interface with network switches for Internet service diagnostics and provisioning. The system can identify the network switch providing service to a customer premises equipment (CPE) and autonomously diagnose the Internet service. If the CPE does not have an IP address, it can initiate diagnosis and repair procedures on the CPE or the network switch. The patent aims to improve customer support and troubleshooting processes. GlobalData’s report on Lumen Technologies gives a 360-degree view of the company including its patenting strategy. Buy the report here.
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Automated interface for internet service diagnostics and provisioning
A recently filed patent application (Publication Number: US20230319179A1) describes a method for diagnosing and repairing internet service issues in a network. The method involves a computing system that autonomously accesses network switches and customer premises equipment (CPE) to diagnose and repair internet service problems.
When a call center user receives a request to access a customer's internet service account, the computing system identifies the network switch associated with the customer's CPE. It then autonomously accesses the network switch and diagnoses the internet service provided to the CPE. This includes determining whether the CPE has an IP address.
If the CPE does not have an IP address, the computing system autonomously accesses other CPEs connected to the same network switch to determine if they have IP addresses. If other CPEs have IP addresses, the system initiates diagnosis and repair procedures on the CPE without an IP address.
If both the CPE and other CPEs do not have IP addresses, the system initiates diagnosis and repair procedures on the network switch or an aggregator node serving the network switch. It generates a message indicating potential issues with the network switch or aggregator node and informs the user that repair procedures have been initiated.
The method is applicable to various types of internet services, including DSL, coaxial cable, fiber optics, and copper wire-based technologies. It can diagnose and repair issues related to DSL-based modems, digital subscriber line access multiplexers (DSLAMs), optical line terminals (OLTs), optical network units (ONUs), and optical network terminals (ONTs).
The computing system can generate a user interface (UI) for the call center user, allowing them to access information about the customer's internet service account and make changes to the account or service features. The system can also access billing information and present it within the UI.
In cases where the system detects discrepancies in internet speed or bandwidth, it can initiate additional diagnosis and repair procedures on the relevant components, such as the CPE, network switch, aggregator node, or internet router. If necessary, the system can dispatch technicians to perform on-site repairs.
Overall, this patent application describes a method and system for efficiently diagnosing and repairing internet service issues in a network, providing a streamlined process for call center users and improving customer satisfaction.
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GlobalData Patent Analytics tracks bibliographic data, legal events data, point in time patent ownerships, and backward and forward citations from global patenting offices. Textual analysis and official patent classifications are used to group patents into key thematic areas and link them to specific companies across the world’s largest industries.
