Abstract:
A trouble report processing system provides an electronic interface between a telephone company&#39;s trouble report input system and its trouble report resolution system. The interface eliminates the need for the trouble report input system to generate a paper ticket that must be carried to a trouble report resolution system. An operator receives a call and generates a trouble report which is stored in the trouble report input system as an electronic trouble ticket. The interface continually, periodically or as desired, monitors the trouble report input system for the presence of new electronic trouble tickets. When the interface finds a new electronic trouble ticket, it acquires the information contained therein and uses it to build a trouble ticket in a format that the trouble ticket resolution system can process. The trouble ticket resolution system provides the trouble information to a technician who either fixes the problem reported by the subscriber or determines that it must be referred to another department for resolution. The resolution of the ticket, whether fixed or referred, is forwarded by the trouble report resolution system to the trouble report input system, where the resolution of the ticket is stored. The trouble ticket is then closed out.

Description:
BACKGROUND 
     1. Field of Invention 
     The present invention relates generally to the field of servicing subscriber trouble reports by telephone company service centers. More specifically, the present invention relates to interfacing a telephone company trouble report input system, into which the trouble report information is entered and stored, with a telephone company trouble report resolution system, that allows technicians to access trouble reports so that they can be resolved. 
     2. Background of the Invention 
     When a telephone subscriber has a problem with telephone service, he or she contacts a telephone company service center to inform the telephone company of the problem. An operator working in the telephone company service center obtains information describing the trouble from the subscriber, and uses the information obtained to create a trouble report. The trouble report is stored on a trouble report input system. 
     The operator creates the trouble report by navigating through a series of input screens termed “masks.” The masks provide a format of fields into which the operator enters the information. One such trouble report input system is the Loop Maintenance Operating System (LMOS) system used by BellSouth Telecommunications, Inc. of Atlanta, Ga. In conventional systems, the trouble report input system generates a hardcopy ticket, which is a paper copy of the trouble report. 
     The hardcopy ticket is carried to a trouble report resolution system. An operator sitting at a terminal connected to the trouble report resolution system receives the hardcopy ticket and uses the information contained in the hardcopy ticket to create an entry in the trouble report resolution system. Technicians can access such entries to see what problems have been reported. One such trouble report resolution system is the Work Force Administration Dispatch In (WFA-DI) system used by BellSouth Telecommunications, Inc. of Atlanta, Ga. 
     There are two possible resolutions for a trouble report. First, the technician can fix the problem reported by the subscriber. Second, the technician can determine that the problem must be referred to another department within the telephone company for resolution. The information describing the resolution of the hardcopy ticket, whether fixed or referred to another department, is output by the trouble report resolution system as a hardcopy. This hardcopy is carried back to the trouble report input system where an operator inputs the resolution of the hardcopy ticket in the trouble report input system. 
     One problem with conventional systems is that a person is required to monitor the trouble report input computer system to determine when new trouble reports are entered. In addition, a human operator must generate a hardcopy ticket from a new trouble report and carry it over to the trouble report resolution system. An operator stationed at the trouble report resolution system must then manually enter the information contained on the hardcopy ticket into the trouble report resolution system. When the trouble is resolved, a hardcopy resolution of the trouble report is generated, which must then be carried back to the trouble report input system where an operator manually enters the resolution of the hardcopy ticket. 
     As can be seen, the conventional system suffers from inefficiency by requiring duplicative manual entry of trouble ticket information, first in the trouble report input system, and second in the trouble report resolution system. Concomitant to this duplicative manual entry is the increased possibility of clerical errors when entering hardcopy information into the trouble report resolution system. Moreover, the conventional system suffers from the drawback of requiring management resources to manage the hardcopy tickets and hardcopy ticket resolutions to prevent their loss, and to assure that the problems reported by subscribers are indeed resolved. 
     SUMMARY OF THE INVENTION 
     The present invention is an electronic interface between a telephone company&#39;s trouble report input system and its trouble report resolution system that solves the problems associated with conventional systems. The interface eliminates the need for the trouble report input system to generate a paper ticket that must be carried and entered into a trouble report resolution system. 
     As in conventional systems, an operator receives a call and generates a trouble report which is stored in the trouble report input system as an electronic trouble ticket. The interface of the present invention continually, periodically or on command monitors the trouble report input system for the presence of new electronic input trouble tickets. When the interface finds a new electronic input trouble ticket, it acquires the information contained therein and uses it to build a resolution trouble ticket in a format that the trouble ticket resolution system can process. The trouble ticket resolution system provides the trouble information to a technician who either fixes the problem reported by the subscriber or determines that it must be referred to another department for resolution. The resolution of the resolution trouble ticket, whether fixed or referred, is forwarded by the trouble report resolution system to the trouble report input system, where it is used to close out the input trouble ticket corresponding to the resolution trouble ticket. 
     In a preferred embodiment of the present invention, the interface described above includes four processes to resolve trouble tickets. The first process obtains new input trouble tickets from the trouble report input system, and places trouble ticket numbers corresponding to those input trouble tickets in a process list. The second process obtains information from the input trouble tickets corresponding to the trouble ticket numbers in the process list, and uses it to create corresponding resolution trouble tickets in a format that the trouble report resolution system can process. The third process determines which resolution trouble tickets have been resolved, and stores trouble ticket numbers corresponding to the resolved resolution trouble tickets in a resolved list. The fourth process closes out the input trouble tickets on the trouble report input system that have numbers corresponding to the resolution trouble tickets on the resolved list. 
     Thus, one object of the present invention is to provide an interface between a telephone company&#39;s trouble report input system and trouble report resolution system. 
     Another object of the present invention is to eliminate the management tasks required to handle hardcopy trouble tickets and hardcopy resolution reports. 
     Another object of the present invention is to increase the speed with which trouble reports and trouble report resolutions are exchanged between a telephone company&#39;s trouble report input system and its trouble report resolution system. 
     These and other objects of the present invention are described in greater detail in the detailed description of the invention, the appended drawings and the attached claims. 
    
    
     BRIEF DESCRIPTION OF THE DRAWINGS 
     FIG. 1 is a schematic diagram illustrating a system for processing trouble reports using an interface according to a preferred embodiment of the present invention. 
     FIG. 1A is a flow chart for an interface operating according to a preferred embodiment of the present invention. 
     FIG. 2 is a schematic diagram illustrating a process for getting input trouble tickets and details associated with those trouble tickets from a trouble report input system according to a preferred embodiment of the present invention. 
     FIG. 2A is a flow chart for a process for getting input trouble tickets and details associated with those trouble tickets from a trouble report input system according to a preferred embodiment of the present invention. 
     FIG. 2B is an exemplary blank input mask according to a preferred embodiment of the present invention. 
     FIG. 2C is an exemplary blank details request mask according to a preferred embodiment of the present invention. 
     FIG. 3 is a schematic diagram illustrating a process for building a resolution trouble ticket in a format that a trouble report resolution system can process according to a preferred embodiment of the present invention. 
     FIG. 3A is a flow chart for a process for building a resolution trouble ticket in a format that a trouble report resolution system can process according to a preferred embodiment of the present invention. 
     FIG. 3B is an exemplary blank resolution trouble ticket build mask according to a preferred embodiment of the present invention. 
     FIG. 4 is a schematic diagram illustrating a process for determining which resolution trouble tickets have been processed according to a preferred embodiment of the present invention. 
     FIGS. 4A and 4B are flow charts for a process for determining which resolution trouble tickets have been processed according to a preferred embodiment of the present invention. 
     FIG. 4C is an exemplary blank pending ticket query mask according to a preferred embodiment of the present invention. 
     FIG. 4D is an exemplary blank close out information request mask according to a preferred embodiment of the present invention. 
     FIG. 4E is an exemplary blank close out time request mask according to a preferred embodiment of the present invention. 
     FIG. 5 is a schematic diagram illustrating a process for closing out processed input trouble tickets according to a preferred embodiment of the present invention. to FIG. 5A is a flow chart of a process for closing out processed input trouble tickets according to a preferred embodiment of the present invention. 
     FIG. 5A is a flow chart of a process for closing out processed input trouble tickets according to a preferred embodiment of the present invention. 
    
    
     DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS 
     The interface of the present invention accesses the trouble report input and trouble report resolution systems through the conventional interface associated with each system. It uses a series of masks designed to put the required information in the trouble report input and resolution systems. This information is stored as “tickets.” The terms “ticket,” “trouble ticket,” and “electronic trouble ticket” are used interchangeably throughout this specification to refer to information related to the subscriber&#39;s trouble report as stored electronically on the trouble report input system and the trouble report resolution system. Tickets stored on the trouble report input system are also referred to herein as “input trouble tickets.” Corresponding tickets stored on the trouble report resolution system are also referred to herein as “resolution trouble tickets.” 
     The interface navigates through the masks using a set of tables that contains information that controls what the interface is looking for and where to route a trouble report. Exemplary data for inclusion in the tables is described in Tables 1 and 2 below. It would be apparent to those skilled in the art that Tables 1 and 2 provide only examples of the data that may be provided to an interface such as that of the present invention, but are not meant to be exhaustive, and that other data might be required for a particular task within the scope and spirit of the present invention. 
     FIG. 1 is a schematic diagram illustrating a trouble report processing system  100  according to a preferred embodiment of the present invention. FIG. 1 also shows the data flows between the processes of system  100 . System  100  comprises a trouble report input system  102 , trouble report resolution system  104 , a system administrator  106  and an interface  108  executing on a computer  107 . Interface  108  provides communication between trouble report input system  102 , trouble report resolution system  104  and system administrator  106 . Preferably interface  108  comprises four processes. These processes include (1) a process  110  to get new trouble tickets that have been added to trouble report input system  102  to be sent to trouble report resolution system  104 ; (2) a process  112  to build trouble tickets in a format that the trouble report resolution system can process, and to store on the trouble report resolution system; (3) a process  114  to determine which tickets have been resolved on the trouble report resolution system and to get close out information corresponding to those tickets; and (4) a process  116  to close or refer trouble resolution tickets on the trouble report input system using the close out information. 
     Interface  108  can execute on any computer capable of executing the steps described above, for example, computer  107 . Preferably, computer  108  is a personal computer or mini computer. Such computers are well known in the art and need not be described further. It would be apparent to those skilled in the art that interface  108  can execute on either trouble report input system  102  or trouble report resolution system  104  as well. 
     An input trouble ticket originates on trouble report input system  102  when an operator inputs information relating to a trouble call from a telephone subscriber. The information is stored on trouble report input system  102  as an input trouble ticket. Using routing information contained in the administrative tables, for example, RTE codes  450  and  550  in Table 2, interface  108  determines which input trouble tickets are to be routed to trouble report resolution system  104 . 
     When interface  108  determines that the trouble ticket must be forwarded to trouble report resolution system  104 , interface  108  logs into trouble report resolution system  104  using a terminal emulator  115  such as the well-known Telnet  3270  terminal emulator. For example, terminal emulation  115  executes on a VTAM server from Apertus Technologies, Inc. of Eden Prairie, Minn. Using terminal emulator  115 , process  112  traverses masks associated with trouble report resolution system  104  using the information in the trouble ticket from trouble report input system  102  to create a resolution trouble ticket in a format that can be processed by trouble report resolution system  104 . This resolution trouble ticket is stored on trouble report resolution system  104 . Technicians can obtain stored resolution trouble tickets from trouble report resolution system  104 . 
     A technician can resolve a resolution trouble ticket in one of two ways. First, the technician can fix the trouble reported by the subscriber. Second, the technician can determine that the trouble report should be referred to another department for resolution. The technician enters information pertaining to resolution of the resolution trouble ticket into trouble report resolution system  104 . Process  114  of interface  108  accesses the resolution information from trouble report resolution system  104  and forwards it to process  116  of interface  108 . Process  116  passes the resolution information to trouble report input system  102  so that the input trouble ticket corresponding to the resolution trouble ticket can be closed out or referred to another department, as indicated by the resolution information. Completion of processes  110 ,  112 ,  114  and  116  completes one “cycle” of the trouble report processing system of the present invention. 
     FIG. 1A is a flow chart of the four steps executed by the process of interface  108  according to a preferred embodiment of the present invention. In step  110 , the process gets a new input trouble ticket. Using the information contained in this trouble ticket, the process builds a trouble resolution ticket in step  112 . The process then determines which resolution trouble tickets have been resolved in step  114  and closes out or refers input trouble tickets corresponding to processed resolution trouble tickets in step  116 . Processes  112 ,  114 ,  116  and  118 , corresponding to steps  110 ,  114 ,  116  and  118  in flow chart  1 A are described in more detail below. 
     Process  110  of interface  108  for obtaining the trouble ticket from trouble report input system  102  is illustrated schematically in FIG.  2 . Process  110  includes two primary processes, a process  202  for getting trouble ticket numbers and a process  204  for getting trouble ticket number details. Using process  202 , interface  108  accesses trouble report input system  102  by navigating through a series of input screens known as masks. Preferably this access is performed by a terminal emulator executing on a server  113 . The terminal emulator used to communicate with trouble report input system  102  in a preferred embodiment of the present invention is the well-known Telnet  3270  terminal emulator executing on a BISYNC server from Apertus Technologies, Inc. of Eden Prairie, Minn. 
     Process  202  completes data fields contained in the input masks using the system information stored in tables (and described by example in more detail in Tables 1 and 2 below). An exemplary blank input mask  200  showing exemplary data fields to be completed by process  202  is provided in FIG.  2 B. The data fields include such information as the maintenance center to which the trouble was reported, route codes advising the interface where the input trouble ticket should be routed and status indicating that the input trouble ticket should be dispatched inside, i.e., not referred to another department for processing. The completed mask forms a request or query to trouble report input system  102 . The query requests a list of input trouble tickets, preferably by trouble ticket number (TTN), corresponding to trouble tickets whose information meets the criteria of the completed mask. 
     In response to the trouble report input, system  102  sends a list of input TTNs to process  202  according to a set of thresholds. Referring to the exemplary thresholds given in Table 2, for example, trouble report input system  102  checks to be sure that the number of input trouble tickets being routed to dispatched in (DPI)  450  or  550  route to codes for central office, does not exceed a certain number, for example 25, as indicated by the “bypass threshold amount 25” in Table 2. The thresholds value is a fail-safe to prevent large numbers of input trouble tickets being routed to the central office if there is a failure of the system during a cycle. During normal operation, the number of input trouble tickets routed to trouble report resolution system  104  during a given cycle is not expected to exceed the threshold value. The threshold value can also be a time commitment. For example, the telephone company may guarantee that the problem will be resolved within 48 hours. In that case, process  202  will transfer any input trouble tickets that must be processed within 48 hours to trouble report resolution system  104 . 
     Process  202  further reviews each input trouble ticket corresponding to an input TTN returned in response to the query to determine whether it has already been picked up for processing, that is, forwarded to trouble report resolution system  104 . In the preferred embodiment, this is done by checking a processing flag associated with the input trouble tickets that indicates whether the input trouble tickets are already in the trouble report input system database. As described below, this flag is set by process  204 . Process  202  stores each input TTN meeting the threshold requirements that has not been previously processed in a list of input TTNs to be processed. 
     Process  204  accesses the stored list of input TTNs to be processed, to get detailed information pertaining to each input trouble ticket corresponding to each input TTN stored in the list from trouble report input system  102 . Process  204  obtains this information by completing a mask for each input TTN stored in the list. An exemplary blank details request mask is provided in FIG.  2 C. The completed mask is submitted as a query to trouble report input system  102 . In response to the query, trouble report input system  102  sends the detailed information for each trouble ticket corresponding to each TTN in the stored trouble ticket list. The detailed information includes information to support a technician who will work on a resolution trouble ticket corresponding to the input trouble ticket from which the information is derived, and is described by example in Table 1. Process  204  stores JIS the obtained information in a database associated with interface  108 , for example, database  109 . Preferably, this information is stored in a trouble ticket details file. The information in the trouble ticket details file is described by example in more detail in Tables 1 and 2 below. 
     In addition to acquiring the additional information, process  204  changes the status of the input trouble ticket to reflect that interface  108  has picked the input trouble ticket up. In a preferred embodiment of the present invention, this is done by setting a status flag associated with the ticket in the database. 
     After process  204  has obtained and stored detailed information corresponding to each input trouble ticket corresponding to a TTN stored in the input TTN list, interface  108  logs out of trouble report input system  102  and logs onto trouble report resolution system  104 . Once logged onto trouble resolution system  104 , interface  108  uses the detailed trouble ticket information stored in database  109  to build a resolution trouble ticket that can be processed by the trouble report resolution system  104 . 
     FIG. 2A is a flow chart illustrating the operation of process  110  according to a preferred embodiment of the present invention. In step  220 , process  110  logs onto trouble report input system  102 . Process  110  then accesses and completes a trouble ticket number request mask (see FIG. 2B) to get input trouble ticket numbers corresponding to input trouble tickets that need to be processed. In step  224 , process  110  receives a list of the input trouble ticket numbers that need to be processed. In step  226 , process  110  determines which TTNs correspond to trouble tickets that have not been previously designated for processing. In step  228 , process  110  stores the TTNs corresponding to trouble tickets that have not yet been designated for processing in a process list of input TTNs to be processed. Steps  222 ,  224 ,  226  and  228  correspond to process  202 . Process  110  continues in step  232  by completing a details request mask  250  to obtain detailed data pertaining to each input trouble ticket corresponding to a TTN in the input TTN list generated in step  228 . FIG. 2C shows an exemplary details request mask  250  having exemplary data fields to be completed by process  110 . Process  110  receives the detailed data in step  234 . In step  236 , process  110  stores the detailed data in a trouble ticket details file on database  109 . Steps  232 ,  236  and  238  correspond to process  204 . Process  110  then logs off of trouble report input system  102  in step  238 . 
     Referring to FIG. 3, a process  112  of interface  108  for building a resolution trouble ticket according to a preferred embodiment of the present invention is described. Process  112  uses a build mask to build a resolution trouble ticket in a format that trouble report resolution system  104  can process. An exemplary blank resolution trouble ticket build mask  300  showing exemplary data fields to be completed by process  112  is provided in FIG.  3 B. Using the information previously stored in database  109  of interface  108 , process  112  populates the fields of the build mask to build the resolution trouble ticket for processing by trouble report resolution system  104 . In the preferred embodiment, process  112  builds the resolution trouble ticket using information previously stored in the trouble ticket details file on database  109 , for example trouble ticket details file  302 . As shown in FIG. 3, process  112  queries database  109  to get the trouble ticket details and other information (class of service, work center, NPA and office equipment) stored in trouble ticket details file  302  required to build the resolution trouble ticket. 
     After the resolution trouble ticket is built, trouble report resolution system  104  sends a message back to interface  108  indicating that one or more new resolution trouble tickets have been built that need to be resolved. In addition, process  112  stores a resolution TTN corresponding to the newly created resolution trouble ticket along with other information (work center location and work type) in trouble ticket details file  302 . For tracking purposes, process  112  also stores the time that each new resolution ticket was built. In addition, process  112  obtains the class of service of the subscriber that submitted the trouble report. Finally, using the information stored in database  109 , process  112  determines the correct work center to process the resolution trouble ticket. 
     As described above, in the preferred embodiment of the present invention, interface  108  notifies the work center that one or more new resolution trouble tickets have been built. To provide this notification, process  112  presents a popup window on a screen of a personal computer in the work center indicating that the one or more new resolution trouble tickets have been built. Preferably, the one or more newly built resolution trouble tickets are added to a resolution trouble ticket list displayed in a window that is already on the computer screen. In this case, if the resolution trouble ticket list is already showing on the screen, an alarm (for example, a beep) can be supplied to notify an operator that one or more new resolution trouble tickets have been added to the list. Alternatively, there is a pop-up window for each new resolution trouble ticket created that is displayed on the computer screen. Automatically informing work center personnel of the presence of new resolution trouble tickets requiring resolution relieves those personnel of the task of constantly monitoring trouble report resolution system  104  to see if new resolution trouble tickets have been added. After presenting any required pop-up windows, interface  108  preferably logs out of trouble report resolution system  104 . 
     FIG. 3A is flow chart illustrating the operation of process  112  according to a preferred embodiment of the present invention. Process  112  first logs onto trouble report resolution system  104  in step  320 . Once logged in, process  112  queries database  109  to obtain trouble ticket details corresponding to the new trouble ticket information stored in the database  109  in step  322 . Using this information, process  112 , populates the fields of a resolution trouble ticket build mask (see FIG. 3B) in step  324 . Process  112  stores a resolution TTN for each of the newly built resolution trouble tickets in step  326 . In step  328 , process  112  stores the date and time that the resolution trouble ticket is created. In step  330 , process  112  notifies trouble report resolution system  104  of the newly built resolution ticket or tickets. In the preferred embodiment, process  112  determines the correct work center to process the newly created trouble ticket in step  332 . When the new resolution trouble tickets or tickets have been built, process  112  logs out of trouble report system  104  in step  334 . 
     After interface  108  has built the one or more new resolution trouble tickets, it logs back into trouble report resolution system  104  using process  114 . A schematic diagram of process  114  is provided in FIG.  4 . Process  114  includes a process  404  to get a list of resolution trouble tickets pending action on trouble report resolution system  104 , a process  406  to determine which resolution trouble tickets are no longer pending action on trouble resolution system  104 , and a process  408  to obtain close out information when input trouble tickets are to be closed out or referred to another department for ultimate resolution. Using processes  404  and  406 , interface  108  logs back onto trouble report resolution system  104  to determine which, if any, resolution trouble tickets have been completed. 
     To determine which resolution trouble tickets have been completed, process  404  issues a pending ticket query to trouble report resolution system  104  to obtain a list of resolution trouble tickets pending action by trouble report resolution system  104 . An exemplary blank pending ticket query mask  400  showing exemplary data fields to be completed by process  404  is provided in FIG.  4 C. Trouble report resolution system returns a list of resolution trouble tickets, preferably by resolution trouble ticket number (TTN), pending action by trouble report resolution system  104  to process  404 . Process  404  stores the list of pending resolution trouble tickets by resolution TTN. Any resolution trouble tickets corresponding to resolution TTNs appearing on the list have not been completed. Therefore, any resolution trouble tickets having numbers corresponding to resolution TYNs that do not appear on that list, but for which the processing flag (described above) associated with the input trouble ticket corresponding to the resolution trouble ticket has been set have been completed, i.e., the trouble has been resolved or the corresponding input trouble ticket should be referred to another department for resolution. 
     To determine which resolution trouble tickets have been completed, process  406  compares the resolution TTNs stored in the list with input TTNs corresponding to input trouble tickets for which processing flags have been set. Any resolution trouble tickets corresponding to input trouble tickets for which processing flags have been set, but whose TTN does not appear on the pending resolution trouble ticket list are considered completed, i.e., the trouble reported has been corrected or it has been determined that the corresponding input trouble ticket should be referred to another department for resolution. Process  406  stores a list of the completed resolution trouble tickets, preferably by trouble ticket number. The resolution trouble tickets whose TTNs make up this list are tickets that are to be closed out or referred to another department. Process  406  passes this list to process  408 . 
     Process  408  logs onto trouble report resolution system  104  to acquire information for each resolution trouble ticket in the list required to close out the corresponding input trouble ticket, including for example, tracking key, work performed code, trouble found, action taken, customer advised/not, cleared by, date and time cleared, disposition, cause, or information needed to refer ticket to another department; work performed code, work group routed to, route code, and narrative of why routed. An exemplary blank close out information request mask  440  showing exemplary data fields to be completed by process  408  is provided in FIG.  4 D. This information is listed as “trouble report resolution system  104  close out information” in Table 1. Process  408  also obtains the time that each input trouble ticket is closed out. An exemplary blank close out time request mask  442  showing exemplary data fields to be completed by process  408  is provided in FIG.  4 E. The tracking key is compared to the tracking key obtained from the input trouble ticket list stored in trouble report system  102  to ensure that the proper input trouble ticket is being closed out. Process  408  also stores the time that the trouble corresponding to the input trouble ticket was found in a times data storage file. This information is stored for each input trouble ticket to be closed out. 
     FIG. 4A is a flow chart illustrating a process  114  according to a preferred embodiment of the present invention. Referring to FIG. 4A, in step  420 , process  114  logs onto trouble report resolution system  104 . In step  422 , process  114  issues a pending resolution trouble ticket query (see FIG. 4C) to obtain a list of trouble tickets pending resolution by trouble ticket resolution system  104 . In step  424 , process  114  receives a list of resolution TTNs corresponding to resolution trouble tickets still pending resolution by trouble report resolution system  104 . The resolutions TTNs so returned are stored in a list of resolution TTNs corresponding to resolution trouble tickets pending resolution by trouble report resolution system  104  in step  426 . Steps  422 ,  424  and  426  correspond to process  404  described above. 
     Process  114  continues in step  428  where it compares the TTNs stored on the list of resolution TTNs generated in step  426  with a list of input TTNs for which processing flags have been set. Process  114  stores any TTNs which do not match in a list of completed resolution TTNs in step  430 . The TTNs stored in the list generated in step  430  correspond to resolution trouble tickets for which processing has been completed. Steps  428  and  430  correspond to process  406  described above. In step  406 , process  114  logs off of trouble report resolution system  104 . 
     FIG. 4B is a flow chart illustrating a process  408  according to a preferred embodiment of the present invention. Referring to FIG. 4B, process  408  begins in step  440  where it logs onto trouble report resolution system  104 . In step  442 , process  408  acquires close out information (see FIG. 4D) corresponding to resolution trouble tickets for which processing has been completed, as indicated by the resolution TTNs stored in the list generated in step  432 . In step  444 , process  408  compares the tracking key of the input trouble ticket to be closed with the corresponding tracking key of the completed trouble resolution ticket to be sure that the correct input trouble ticket is being closed out. Process  408  then logs off of trouble report resolution system  104 . 
     Referring to FIG. 5, interface  108  uses process  116  to close out the input trouble tickets on trouble report input system  102 . Process  116  obtains the list of input TTNs to close. Using terminal emulator  113 , process  116  logs onto trouble report input system  102  and closes out input trouble tickets in trouble report input system  102  that have numbers corresponding to those in the list of input TTNs to be closed out. Process  116  receives a close out response from trouble report input system  102  indicating that the input trouble tickets having numbers corresponding to those in the list of input TTNs to be closed out have been closed out. Upon receiving the close out response, process  116  releases the input trouble ticket and stores the time that the input trouble ticket was released in a time store file. 
     FIG. 5A illustrates a flow chart for a process  116  according to a preferred it embodiment of the present invention. Process  116  begins in step  520  where it logs into trouble report resolution system  104 . In step  522 , process  116  obtains the list of completed resolution TTNs corresponding to resolution trouble tickets for which processing has been completed (that was generated in step  432  as shown in FIG.  4 B). Process  116  logs into trouble report input system  102  in step  524 . In step  526 , process  116  closes out input trouble tickets and releases corresponding input TTNs in step  528 . Process  116  stores the time the input trouble ticket was closed out in step  530 . Process  116  then logs out of trouble report input system  102  in step  532  and out of trouble report resolution system  104  in step  534 . 
     Completing one iteration through each of processes  110 ,  112 ,  114  and  116  completes one cycle of trouble ticket processing. In summary, a subscriber calls a work center to report a trouble. An operator in the work center inputs the details into trouble report input system  102  using a series of masks to create an input trouble ticket. Interface  108  determines that a new input trouble ticket has been entered and forwards the details of the input trouble ticket to trouble report resolution system  104  in a format trouble report resolution system  104  can process to create a resolution trouble ticket. When the trouble has been resolved or it is determined that the trouble must be resolved by another department, that information is entered into trouble report resolution system  104  and the resolution trouble ticket is removed from the pending resolution trouble ticket list. Interface  108  determines which resolution trouble tickets have been removed from the pending resolution trouble ticket list and sends information corresponding to the resolution of the removed resolution trouble tickets back to trouble report input system  102 , which closes out the input trouble tickets corresponding to the removed resolution trouble tickets. As would be apparent to those skilled in the art, interface  108  could stay logged into trouble report resolution system  104 , rather than log out and log back into trouble report resolution system  104 . However, the log out and log back on process of the preferred embodiment of the present invention better separates the functionality of processes  110 ,  112 ,  114  and  116  for description purposes. 
     Although the foregoing description was in terms of processing lists of input and resolution TTNs, any or all of the information that uniquely identifies a trouble ticket can be used. For example, a portion of, or all of the information in a trouble ticket can be hashed in a well-known manner and stored in a hash table. The trouble tickets are then identified by the hash values stored in the hash table, rather than by TTN. 
     The following tables provides the data structures (data flows and data stores) used in a preferred embodiment of the present invention. 
     The exchange of data between various components of a system according to a preferred embodiment of the present invention are termed “data flows.” An exemplary set of data flows is provided in Table 1. It would be apparent to those skilled in the art that other data flows can be used within scope and spirit of the present invention. 
     
       
         
               
             
               
               
             
           
               
                 TABLE 1 
               
               
                   
               
               
                 Data Flows According to a Preferred Embodiment of the Present 
               
               
                 Invention 
               
               
                   
               
             
             
               
                   
               
             
          
           
               
                 Add Time 
                 Time loaded to trouble report resolution system 
               
               
                   
                 104 for pick up 
               
               
                 Center Location 
                 Trouble report resolution system 104 location of 
               
               
                   
                 center to be accessed 
               
               
                 CS 
                 Class of Service used by Table “C” to get trouble 
               
               
                   
                 report resolution system 104 work type 
               
               
                 DINDS 
                 Trouble report resolution system 104 screen used 
               
               
                   
                 to build dispatch in ticket and pass on the following 
               
               
                   
                 information: trouble ticket number, telephone 
               
               
                   
                 number, commitment, reach number, contact 
               
               
                   
                 name, class of service, area code, wire center, 
               
               
                   
                 location, last date cleared, trouble reported, cable, 
               
               
                   
                 pair, office equipment, test version code and 
               
               
                   
                 summary, narrative, center location and work type 
               
               
                 DIREQ 
                 Trouble report resolution system 104 time of close 
               
               
                   
                 out 
               
               
                 DITSC 
                 Trouble report resolution system 104 mask used to 
               
               
                   
                 get close out information for closing trouble report 
               
               
                   
                 input system 102 
               
               
                 DITTWL 
                 Trouble report resolution system 104 work list of 
               
               
                   
                 pending trouble report resolution system 104 
               
               
                   
                 tickets 
               
               
                 Entry Time 
                 System time ticket closed 
               
               
                 Found Time 
                 Time close out information picked up from trouble 
               
               
                   
                 report resolution system 104 
               
               
                 List of TTNs 
                 List of trouble status dpi 450, 550 
               
               
                 Trouble report input system 
                 List of trouble report input system 102 tickets that 
               
               
                 102 TTNs Closed Out 
                 should be closed due to match of a trouble report 
               
               
                   
                 resolution system 104 
               
               
                 MCMD-EDJI 
                 Trouble report input system 102 mask used to get 
               
               
                   
                 TTNs via EDJI 
               
               
                 MSCR 
                 Trouble report input system 102 mask used to get 
               
               
                   
                 trouble report details 
               
               
                 MSCR Close Out 
                 Trouble report input system 102 mask used to close 
               
               
                   
                 out ticket with work performed code, customer 
               
               
                   
                 notified/not, employee clearing trouble, date &amp; time 
               
               
                   
                 cleared, disposition, cause and narrative of found 
               
               
                   
                 trouble and action taken 
               
               
                 MSCR for rte Status Change 
                 Mask used to change to dpi 555 
               
               
                 MSCR Response 
                 Mask returned for next close out 
               
               
                 NPA, WC, OE 
                 Items from trouble details used by table “D” to get 
               
               
                   
                 trouble report resolution center location 
               
               
                 Pending trouble report 
                 List of pending trouble report resolution system 
               
               
                 resolution system 104 tickets 
                 104 tickets used in matching trouble report input 
               
               
                   
                 system 102 ticket 
               
               
                 Pick Up Time 
                 Time TTN details picked up 
               
               
                 Response to Rte Status 
                 New MSCR mask for next ticket 
               
               
                 Change 
               
               
                 Route to Time 
                 Time TTNs filed 
               
               
                 Super Center, route status, 
                 Thresholds used in accessing trouble report input 
               
               
                 commitment time and ticket 
                 system 102 using table “B” 
               
               
                 threshold 
               
               
                 Ticket Built message 
                 Message confirming ticket built and trouble report 
               
               
                   
                 resolution system 104 ticket number 
               
               
                 Tracking Key 
                 NPA, TN, TTN used to verify valid trouble report 
               
               
                   
                 input system 102 ticket 
               
               
                 TTN details 
                 Details from trouble report: 
               
               
                   
                 Telephone number - telephone number 
               
               
                   
                 reporting trouble 
               
               
                   
                 Commitment - time by which subscriber 
               
               
                   
                 promised to have trouble resolved 
               
               
                   
                 Reach number - number where subscriber can 
               
               
                   
                 be reached 
               
               
                   
                 Contact name - subscriber name 
               
               
                   
                 Class of service - type of service being provided 
               
               
                   
                 to subscriber, e.g., business or residential 
               
               
                   
                 Area Code (NPA) 
               
               
                   
                 Wire Center (WC) - central office where 
               
               
                   
                 subscriber is located 
               
               
                   
                 Location - location of wire center 
               
               
                   
                 Last date cleared - last instance where 
               
               
                   
                 subscriber reported problem with telephone service 
               
               
                   
                 Trouble reported - problem with telephone 
               
               
                   
                 service reported by subscriber 
               
               
                   
                 Cable - identification of tip and ring cable pair 
               
               
                   
                 that physically connects to subscriber location 
               
               
                   
                 Pair - identification of tip and ring cable pair 
               
               
                   
                 that physically connects to subscriber location 
               
               
                   
                 Office Equipment - office equipment for the 
               
               
                   
                 switch that the technician works off of to get dial 
               
               
                   
                 tone 
               
               
                   
                 Test (version code &amp; summary) - describes any 
               
               
                   
                 diagnostics performed and results of those 
               
               
                   
                 diagnostics 
               
               
                   
                 Narrative - any other detail included to 
               
               
                   
                 describe resolution of the trouble report 
               
               
                 TTNs to Close 
                 List of trouble tickets to be closed in trouble report 
               
               
                   
                 input system 102 
               
               
                 Trouble report system 
                 Information used to close out/refer trouble report 
               
               
                 resolution system 104 close 
                 input system 102 ticket; customer advised/not 
               
               
                 out information 
                 advised, cleared by, date &amp; time, disposition, cause, 
               
               
                   
                 or information need to refer ticket to another 
               
               
                   
                 department; work performed code, work group 
               
               
                   
                 routed to, route code and narrative of why re- 
               
               
                   
                 directed 
               
               
                 Trouble report resolution 
                 Ticket number assigned to dispatch in ticket 
               
               
                 system 104 ticket number 
               
               
                 Work type 
                 Type of work used in routing trouble report 
               
               
                   
                 resolution system 104 ticket to a technician 
               
               
                   
               
             
          
         
       
     
     In the preferred embodiment, the tables that are maintained in interface  108  to control its processing are termed “data stores.” An exemplary set of data stores according to a preferred embodiment of the present invention are described in Table 2. It would be apparent to those skilled in the art that other data stores can be implemented within the scope and spirit of the present invention. 
     
       
         
               
             
               
               
             
           
               
                 TABLE 2 
               
               
                   
               
               
                 Data Stores According to a Preferred Embodiment of the Present 
               
               
                 Invention 
               
               
                   
               
             
             
               
                   
               
             
          
           
               
                 Center Location (referred to 
                 Table used in directing trouble report system 104 
               
               
                 as Table D) 
                 tickets to the proper center, list of trouble report 
               
               
                   
                 resolution system 104 center names and locations 
               
               
                   
                 by NPA &amp; work center (WC). This table contains 
               
               
                   
                 pairs of NPA-NXXs for the wire centers and their 
               
               
                   
                 corresponding locations 
               
               
                 Thresholds (referred to as 
                 Table used in retrieving TTNs from trouble report 
               
               
                 Table “B”) 
                 input system 102, used to complete: 
               
               
                   
                 MCDM - management command 
               
               
                   
                 EDJI - expanded display job information 
               
               
                   
                 Arg DPI - dispatched in 
               
               
                   
                 Super Center - large area (e.g., a state) 
               
               
                   
                 RTE 450, 550 - route codes for central office 
               
               
                   
                 Bypass threshold amount 25 - unit 
               
               
                   
                 By Commitment select all less than 48 hrs 
               
               
                   
                 Select max per super center 10 
               
               
                 Times (tmt file) 
                 File to store event times, such as, time TTN picked 
               
               
                   
                 up, time trouble report resolution system 104 ticket 
               
               
                   
                 added, time trouble report resolution system 104 
               
               
                   
                 ticket cleared, and time trouble report input 
               
               
                   
                 system 102 ticket closed/referred 
               
               
                 Trouble Ticket Details 
                 Frf file used to store all trouble ticket information 
               
               
                   
                 from trouble report input system 102 and trouble 
               
               
                   
                 report resolution system 104; trouble details; 
               
               
                   
                 trouble report resolution system 104 center 
               
               
                   
                 location, work code and close out/refer information 
               
               
                   
                 from trouble report resolution system 104: 
               
               
                   
                 Trouble ticket number 
               
               
                   
                 Trouble report resolution system 104 ticket 
               
               
                   
                 number 
               
               
                   
                 Tracking key 
               
               
                   
                 Telephone number - telephone number 
               
               
                   
                 reporting trouble 
               
               
                   
                 Commitment - time by which subscriber 
               
               
                   
                 promised to have trouble resolved 
               
               
                   
                 Reach number - number where subscriber can 
               
               
                   
                 be reached 
               
               
                   
                 Contact name - name of subscriber 
               
               
                   
                 Class of service - type of service being provided 
               
               
                   
                 to subscriber, e.g., business or residential 
               
               
                   
                 Area Code (NPA) 
               
               
                   
                 Wire Center (WC) - central office where 
               
               
                   
                 subscriber is located 
               
               
                   
                 Location - location of wire center 
               
               
                   
                 Last date cleared - last instance where 
               
               
                   
                 customer reported problem with telephone service 
               
               
                   
                 Trouble reported - problem with telephone 
               
               
                   
                 service reported by subscriber 
               
               
                   
                 Cable &amp; pair - identification of tip and ring 
               
               
                   
                 cable pair that physically connects to subscriber 
               
               
                   
                 location 
               
               
                   
                 Office Equipment - office equipment for the 
               
               
                   
                 switch that the technician works off of to get dial 
               
               
                   
                 tone 
               
               
                   
                 Test (ver code &amp; summary) - describes 
               
               
                   
                 diagnostics performed and results of those 
               
               
                   
                 diagnostics 
               
               
                   
                 Narrative - any other detail included to describe 
               
               
                   
                 resolution of the trouble report 
               
               
                   
                 Trouble report resolution system 104 center 
               
               
                   
                 location 
               
               
                   
                 Trouble report resolution system 104 work code 
               
               
                   
                 Trouble report resolution system 104 performed 
               
               
                   
                 code 
               
               
                   
                 Work performed code 
               
               
                   
                 Trouble report resolution system 104 ticket 
               
               
                   
                 number 
               
               
                   
                 Trouble found - description of actual problem 
               
               
                   
                 discovered, if any 
               
               
                   
                 Action taken - any action taken to resolve the 
               
               
                   
                 actual problem found, if any 
               
               
                   
                 Customer Advised/not - flag set to indicate 
               
               
                   
                 whether or not the subscriber has been notified of 
               
               
                   
                 any resolution to the trouble report 
               
               
                   
                 Cleared date &amp; time - date and time that the 
               
               
                   
                 trouble was resolved and cleared from trouble 
               
               
                   
                 report resolution system 104 
               
               
                   
                 Cleared by - identification of person clearing 
               
               
                   
                 trouble report 
               
               
                   
                 Disposition - how trouble report was ultimately 
               
               
                   
                 resolved 
               
               
                   
                 Cause - cause of the problem, if any 
               
               
                   
                 Work group routed to - identification of 
               
               
                   
                 alternate department to resolve trouble report 
               
               
                   
                 when trouble report referred to another group for 
               
               
                   
                 resolution 
               
               
                   
                 Route code - IP address of department to which 
               
               
                   
                 trouble report routed to 
               
               
                   
                 Narrative of why routed to work group 
               
               
                   
                 Times; TTN picked up, trouble report resolution 
               
               
                   
                 system 104 ticket added, Trouble report resolution 
               
               
                   
                 system 104 ticket cleared, trouble report input 
               
               
                   
                 system 102 closed or referred 
               
               
                 Work Type (referred to as 
                 Table used to obtain proper work type for Trouble 
               
               
                 Table “C”) 
                 report resolution system 104 ticket, list of Trouble 
               
               
                   
                 report resolution system 104 work type by class of 
               
               
                   
                 service. 
               
               
                   
               
             
          
         
       
     
     The foregoing disclosure of embodiments of the present invention has been presented for purposes of illustration and description. It is not intended to be exhaustive or to limit the invention to the precise forms disclosed. Many variations and modifications of the embodiments described herein will be obvious to one of ordinary skill in the art in light of the above disclosure. The scope of the invention is to be defined only by the claims appended hereto, and by their equivalents.