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    System and method for automating customer relations in a communications environment
    1.
    发明申请
    System and method for automating customer relations in a communications environment 有权
    在通信环境中自动化客户关系的系统和方法

    公开(公告)号：US20060215833A1

    公开(公告)日：2006-09-28

    申请号：US11086794

    申请日：2005-03-22

    申请人： Kirk Mahoney ,  Lona Dallessandro ,  James Britt ,  Douglas Bruun ,  Rosalinda Garcia ,  Jonathan Paden ,  Ellen Pate ,  Kristina Robinson ,  Tom Wiatt

    发明人： Kirk Mahoney ,  Lona Dallessandro ,  James Britt ,  Douglas Bruun ,  Rosalinda Garcia ,  Jonathan Paden ,  Ellen Pate ,  Kristina Robinson ,  Tom Wiatt

    IPC分类号： H04M3/00

    CPC分类号： H04M3/51 ,  H04M3/22

    摘要： A system and method are disclosed for automating network performance to a customer support department that includes a passive listening device configured to monitor portions of a communication network. A performance database may be coupled to the passive listening device and configured to store network performance data. A customer relations module may be included and configured to receive a subscriber inquiry and to identify at least one monitored component of a communication network that affects the subscriber. The module may retrieve performance data on one or more components of the communication network to provide customer-specific communication performance data to the subscriber and/or the agent assisting the subscriber.

    摘要翻译： 公开了一种用于使客户支持部门自动化网络性能的系统和方法，所述客户支持部门包括被配置为监视通信网络的部分的被动监听设备。 性能数据库可以耦合到被动监听设备并且被配置为存储网络性能数据。 客户关系模块可以被包括并被配置为接收用户询问并且识别影响订户的通信网络的至少一个受监视的组件。 模块可以检索通信网络的一个或多个组件上的性能数据，以向用户和/或协助用户的代理提供客户特定的通信性能数据。

    System and method for automating customer relations in a communications environment
    2.
    发明授权
    System and method for automating customer relations in a communications environment 有权
    在通信环境中自动化客户关系的系统和方法

    公开(公告)号：US08488770B2

    公开(公告)日：2013-07-16

    申请号：US13517875

    申请日：2012-06-14

    申请人： Kirk Mahoney ,  Lona Noelle Dallessandro ,  James Austin Britt ,  Douglas Bruun ,  Rosalinda Garcia ,  Jonathan Paden ,  Ellen Pate ,  Kristina Robinson ,  Tom Wiatt

    发明人： Kirk Mahoney ,  Lona Noelle Dallessandro ,  James Austin Britt ,  Douglas Bruun ,  Rosalinda Garcia ,  Jonathan Paden ,  Ellen Pate ,  Kristina Robinson ,  Tom Wiatt

    IPC分类号： H04M3/00 ,  H04M11/00

    CPC分类号： H04M3/51 ,  H04M3/22

    摘要： A method includes receiving performance data associated with a service provided by at least one component of a communication network to one or more subscribers. The performance data may be gathered by one or more passive listening devices that monitor a performance characteristic of the at least one component of the communication network. The method further includes identifying the at least one component that provides a particular service to a particular subscriber based on a subscriber inquiry received from the particular subscriber. The method further includes identifying particular performance data within the received performance data. The particular performance data may be associated with the particular service provided by the at least one component. The method further includes determining a performance status of the at least one component, based on the particular performance data.

    摘要翻译： 一种方法包括将与由通信网络的至少一个组件提供的服务相关联的性能数据接收到一个或多个订户。 性能数据可以由监视通信网络的至少一个组件的性能特性的一个或多个被动监听设备收集。 该方法还包括基于从特定用户接收到的订户查询来识别向特定订户提供特定服务的至少一个组件。 所述方法还包括识别所接收的演奏数据内的特定演奏数据。 特定性能数据可以与由至少一个组件提供的特定服务相关联。 该方法还包括基于特定的性能数据确定至少一个组件的性能状态。