System and method for service restoration in a media communication system

A system that incorporates teachings of the present disclosure may include, for example, a set-top box (STB) having a controller to generate a trouble report indicating a malfunction with one or more services, and submitting the trouble report to a mitigation system. The mitigation system can be adapted to detect one or more operational faults in at least one of a Digital Subscriber Line Access Multiplexer (DSLAM), a residential gateway (RG), and the STB, cycle operations of at least one of the DSLAM, the RG, and the STB responsive to detecting an undesirable state of operation of at least one of the DSLAM, the RG, and the STB, and generate a trouble ticket directed to a service agent responsive to detecting that at least one of the DSLAM, the RG and the STB continues to exhibit at least one operational fault. Other embodiments are disclosed.

FIELD OF THE DISCLOSURE

The present disclosure relates generally to service restoration techniques and more specifically to a system and method for service restoration in a media communication system.

BACKGROUND

Operational issues can arise with media communication systems such as an Internet Protocol Television communication system, a cable TV communication system, a satellite TV communication system, and other media communication systems rich in media content and related services such as wireless or wireline telephony, and Internet data communications. Typically, subscribers of these media systems report trouble with their service by way of an interactive voice response system, and/or service personnel hired by a service provider of these systems.

DETAILED DESCRIPTION

One embodiment of the present disclosure entails a method involving receiving a trouble report indicating a malfunction with one or more services supplied by an Internet Protocol (IP) media communication system to customer premise equipment (CPE) operating in the IP media communication system, identifying a subscriber account associated with the CPE, determining a state of operation of the one or more services responsive to determining from the subscriber account that said one or more services are active, detecting one or more operational faults in at least one of the CPE and a Digital Subscriber Line Access Multiplexer (DSLAM) serving the CPE, cycling operations of the DSLAM responsive to detecting an undesirable state of operation of the DSLAM, verifying that operations of the DSLAM have been restored, cycling operations of at least a portion of the CPE responsive to detecting an undesirable state of operation in at least the portion of the CPE, verifying that operations of at least the portion of the CPE have been restored, and generating a trouble ticket directed to a service agent responsive to detecting that one of the DSLAM and at least the portion of the CPE continues to exhibit at least one operational fault.

Another embodiment of the present disclosure entails a computer-readable storage medium having computer instructions for receiving a trouble report from a set-top box (STB) operating in an Internet Protocol Television (IPTV) communication system, detecting one or more operational faults in at least one of a DSLAM, a residential gateway (RG) receiving media services from the DSLAM, and the STB receiving from the RG at least a portion of said media services, cycling operations of at least one of the DSLAM, the RG, and the STB responsive to detecting an undesirable state of operation of at least one of the DSLAM, the RG, and the STB, verifying that operations of at least one of the DSLAM, the RG, and the STB have been restored, and generating a trouble ticket directed to a service agent responsive to detecting that at least one of the DSLAM, the RG and the STB continues to exhibit at least one operational fault.

Yet another embodiment of the present disclosure entails an STB having a controller to generate a trouble report indicating a malfunction with one or more services supplied by an IPTV communication system from which the STB operates, and submitting the trouble report to a mitigation system. The mitigation system can be adapted to detect one or more operational faults in at least one of a DSLAM, an RG receiving media services from the DSLAM, and the STB receiving from the RG at least a portion of said media services, cycle operations of at least one of the DSLAM, the RG, and the STB responsive to detecting an undesirable state of operation of at least one of the DSLAM, the RG, and the STB, and generate a trouble ticket directed to a service agent responsive to detecting that at least one of the DSLAM, the RG and the STB continues to exhibit at least one operational fault.

FIG. 1depicts an illustrative embodiment of a first communication system100for delivering media content. The communication system100can represent an Internet Protocol Television (IPTV) broadcast media system. In a typical IPTV infrastructure, there is a super head-end office (SHO) with at least one super headend office server (SHS) which receives national media programs from satellite and/or media servers from service providers of multimedia broadcast channels. In the present context, media programs can represent audio content, moving image content such as videos, still image content, and/or combinations thereof. The SHS server forwards IP packets associated with the media content to video head-end servers (VHS) via a network of aggregation points such as video head-end offices (VHO) according to a common multicast communication method.

The VHS then distributes multimedia broadcast programs via a local area network (LAN) to commercial and/or residential buildings102housing a gateway104(e.g., a residential gateway or RG). The LAN can represent a bank of digital subscriber line access multiplexers (DSLAMs) located in a central office or a service area interface that provide broadband services over optical links or copper twisted pairs to buildings102. The gateway104distributes broadcast signals to media processors106such as Set-Top Boxes (STBs) which in turn present broadcast selections to media devices108such as computers or television sets managed in some instances by a media controller107(e.g., an infrared or RF remote control). Unicast traffic can also be exchanged between the media processors106and subsystems of the IPTV media system for services such as video-on-demand (VoD). It will be appreciated by one of ordinary skill in the art that the media devices108and/or portable communication devices116shown inFIG. 1can be an integral part of the media processor106and can be communicatively coupled to the gateway104. In this particular embodiment, an integral device such as described can receive, respond, process and present multicast or unicast media content.

The IPTV media system can be coupled to one or more computing devices130a portion of which can operate as a web server for providing portal services over an Internet Service Provider (ISP) network132to fixed line media devices108or portable communication devices116by way of a wireless access point117providing Wireless Fidelity or WiFi services, or cellular communication services (e.g., GSM, CDMA, UMTS, WiMAX, etc.). Another distinct portion of the one or more computing devices130can be used as a mitigation system130for mitigating operational issues with one or more network element of the IPTV media system. Media service interruptions can be reported to the mitigation system130from customer premise equipment or CPE such as a residential gateway104, STB106, media presentation device108, a computer, or telephony device. The mitigation system130can comprise common processing resources such as an expert rule management engine which can execute a mitigation approach defined by a service provider of the IPTV media system ofFIG. 1.

A satellite broadcast television system can be used in place of the IPTV media system. In this embodiment, signals transmitted by a satellite115can be intercepted by a satellite dish receiver131coupled to building102which conveys media signals to the media processors106. The media receivers106can be equipped with a broadband port to the ISP network132. Although not shown, the communication system100can also be combined or replaced with analog or digital broadcast distributions systems such as cable TV systems.

FIG. 2depicts an illustrative embodiment of a second communication system200for delivering media content. Communication system200can be overlaid or operably coupled with communication system100as another representative embodiment of said communication system. The system200includes a distribution switch/router system228at a central office218. The distribution switch/router system228receives video data via a multicast television stream230from a second distribution switch/router234at an intermediate office220. The multicast television stream230includes Internet Protocol (IP) data packets addressed to a multicast IP address associated with a television channel. The distribution switch/router system228can cache data associated with each television channel received from the intermediate office220.

The distribution switch/router system228also receives unicast data traffic from the intermediate office220via a unicast traffic stream232. The unicast traffic stream232includes data packets related to devices located at a particular residence, such as the residence202. For example, the unicast traffic stream232can include data traffic related to a digital subscriber line, a telephone line, another data connection, or any combination thereof. To illustrate, the unicast traffic stream232can communicate data packets to and from a telephone212associated with a subscriber at the residence202. The telephone212can be a Voice over Internet Protocol (VoIP) telephone. To further illustrate, the unicast traffic stream232can communicate data packets to and from a personal computer210at the residence202via one or more data routers208. In an additional illustration, the unicast traffic stream232can communicate data packets to and from a set-top box device, such as the set-top box devices204,206. The unicast traffic stream232can communicate data packets to and from the devices located at the residence202via one or more residential gateways214associated with the residence202.

The distribution switch/router system228can send data to one or more access switch/router systems226. The access switch/router system226can include or be included within a service area interface216. In a particular embodiment, the access switch/router system226can include a DSLAM. The access switch/router system226can receive data from the distribution switch/router system228via a broadcast television (BTV) stream222and a plurality of unicast subscriber traffic streams224. The BTV stream222can be used to communicate video data packets associated with a multicast stream.

For example, the BTV stream222can include a multicast virtual local area network (VLAN) connection between the distribution switch/router system228and the access switch/router system226. Each of the plurality of subscriber traffic streams224can be used to communicate subscriber specific data packets. For example, the first subscriber traffic stream can communicate data related to a first subscriber, and the nth subscriber traffic stream can communicate data related to an nth subscriber. Each subscriber to the system200can be associated with a respective subscriber traffic stream224. The subscriber traffic stream224can include a subscriber VLAN connection between the distribution switch/router system228and the access switch/router system226that is associated with a particular set-top box device204,206, a particular residence202, a particular residential gateway214, another device associated with a subscriber, or any combination thereof.

In an illustrative embodiment, a set-top box device, such as the set-top box device204, receives a channel change command from an input device, such as a remoter control device. The channel change command can indicate selection of an IPTV channel. After receiving the channel change command, the set-top box device204generates channel selection data that indicates the selection of the IPTV channel. The set-top box device204can send the channel selection data to the access switch/router system226via the residential gateway214. The channel selection data can include an Internet Group Management Protocol (IGMP) Join request. In an illustrative embodiment, the access switch/router system226can identify whether it is joined to a multicast group associated with the requested channel based on information in the IGMP Join request.

If the access switch/router system226is not joined to the multicast group associated with the requested channel, the access switch/router system226can generate a multicast stream request. The multicast stream request can be generated by modifying the received channel selection data. In an illustrative embodiment, the access switch/router system226can modify an IGMP Join request to produce a proxy IGMP Join request. The access switch/router system226can send the multicast stream request to the distribution switch/router system228via the BTV stream222. In response to receiving the multicast stream request, the distribution switch/router system228can send a stream associated with the requested channel to the access switch/router system226via the BTV stream222.

The mitigation system130ofFIG. 1can be operably coupled to the second communication system200for purposes similar to those described above.

FIG. 3depicts an illustrative embodiment of a third communication system300for delivering media content. Communication system300can be overlaid or operably coupled with communication systems100-200as another representative embodiment of said communication systems. As shown, the system300can include a client facing tier302, an application tier304, an acquisition tier306, and an operations and management tier308. Each tier302,304,306,308is coupled to a private network310, such as a network of common packet-switched routers and/or switches; to a public network312, such as the Internet; or to both the private network310and the public network312. For example, the client-facing tier302can be coupled to the private network310. Further, the application tier304can be coupled to the private network310and to the public network312. The acquisition tier306can also be coupled to the private network310and to the public network312. Additionally, the operations and management tier308can be coupled to the public network312.

As illustrated inFIG. 3, the various tiers302,304,306,308communicate with each other via the private network310and the public network312. For instance, the client-facing tier302can communicate with the application tier304and the acquisition tier306via the private network310. The application tier304can communicate with the acquisition tier306via the private network310. Further, the application tier304can communicate with the acquisition tier306and the operations and management tier308via the public network312. Moreover, the acquisition tier306can communicate with the operations and management tier308via the public network312. In a particular embodiment, elements of the application tier304, including, but not limited to, a client gateway350, can communicate directly with the client-facing tier302.

The client-facing tier302can communicate with user equipment via an access network366, such as an IPTV access network. In an illustrative embodiment, customer premises equipment (CPE)314,322can be coupled to a local switch, router, or other device of the access network366. The client-facing tier302can communicate with a first representative set-top box device316via the first CPE314and with a second representative set-top box device324via the second CPE322. In a particular embodiment, the first representative set-top box device316and the first CPE314can be located at a first customer premise, and the second representative set-top box device324and the second CPE322can be located at a second customer premise.

In another particular embodiment, the first representative set-top box device316and the second representative set-top box device324can be located at a single customer premise, both coupled to one of the CPE314,322. The CPE314,322can include routers, local area network devices, modems, such as digital subscriber line (DSL) modems, any other suitable devices for facilitating communication between a set-top box device and the access network366, or any combination thereof.

In an illustrative embodiment, the client-facing tier302can be coupled to the CPE314,322via fiber optic cables. In another illustrative embodiment, the CPE314,322can include DSL modems that are coupled to one or more network nodes via twisted pairs, and the client-facing tier302can be coupled to the network nodes via fiber-optic cables. Each set-top box device316,324can process data received via the access network366, via a common IPTV software platform.

The first set-top box device316can be coupled to a first external display device, such as a first television monitor318, and the second set-top box device324can be coupled to a second external display device, such as a second television monitor326. Moreover, the first set-top box device316can communicate with a first remote control320, and the second set-top box device324can communicate with a second remote control328. The set-top box devices316,324can include IPTV set-top box devices; video gaming devices or consoles that are adapted to receive IPTV content; personal computers or other computing devices that are adapted to emulate set-top box device functionalities; any other device adapted to receive IPTV content and transmit data to an IPTV system via an access network; or any combination thereof.

In an illustrative, non-limiting embodiment, each set-top box device316,324can receive data, video, or any combination thereof, from the client-facing tier302via the access network366and render or display the data, video, or any combination thereof, at the display device318,326to which it is coupled. In an illustrative embodiment, the set-top box devices316,324can include tuners that receive and decode television programming signals or packet streams for transmission to the display devices318,326. Further, the set-top box devices316,324can each include a STB processor370and a STB memory device372that is accessible to the STB processor370. In one embodiment, a computer program, such as the STB computer program374, can be embedded within the STB memory device372.

In an illustrative embodiment, the client-facing tier302can include a client-facing tier (CFT) switch330that manages communication between the client-facing tier302and the access network366and between the client-facing tier302and the private network310. As illustrated, the CFT switch330is coupled to one or more distribution servers, such as Distribution-servers (D-servers)332, that store, format, encode, replicate, or otherwise manipulate or prepare video content for communication from the client-facing tier302to the set-top box devices316,324. The CFT switch330can also be coupled to a terminal server334that provides terminal devices with a point of connection to the IPTV system300via the client-facing tier302.

In a particular embodiment, the CFT switch330can be coupled to a VoD server336that stores or provides VoD content imported by the IPTV system300. Further, the CFT switch330is coupled to one or more video servers380that receive video content and transmit the content to the set-top boxes316,324via the access network366. The client-facing tier302may include a CPE management server382that manages communications to and from the CPE314and the CPE322. For example, the CPE management server382may collect performance data associated with the set-top box devices316,324from the CPE314or the CPE322and forward the collected performance data to a server associated with the operations and management tier308.

In an illustrative embodiment, the client-facing tier302can communicate with a large number of set-top boxes, such as the representative set-top boxes316,324, over a wide geographic area, such as a metropolitan area, a viewing area, a statewide area, a regional area, a nationwide area or any other suitable geographic area, market area, or subscriber or customer group that can be supported by networking the client-facing tier302to numerous set-top box devices. In a particular embodiment, the CFT switch330, or any portion thereof, can include a multicast router or switch that communicates with multiple set-top box devices via a multicast-enabled network.

As illustrated inFIG. 3, the application tier304can communicate with both the private network310and the public network312. The application tier304can include a first application tier (APP) switch338and a second APP switch340. In a particular embodiment, the first APP switch338can be coupled to the second APP switch340. The first APP switch338can be coupled to an application server342and to an OSS/BSS gateway344. In a particular embodiment, the application server342can provide applications to the set-top box devices316,324via the access network366, which enable the set-top box devices316,324to provide functions, such as interactive program guides, video gaming, display, messaging, processing of VoD material and other IPTV content, etc. In an illustrative embodiment, the application server342can provide location information to the set-top box devices316,324. In a particular embodiment, the OSS/BSS gateway344includes operation systems and support (OSS) data, as well as billing systems and support (BSS) data. In one embodiment, the OSS/BSS gateway344can provide or restrict access to an OSS/BSS server364that stores operations and billing systems data.

The second APP switch340can be coupled to a domain controller346that provides Internet access, for example, to users at their computers368via the public network312. For example, the domain controller346can provide remote Internet access to IPTV account information, e-mail, personalized Internet services, or other online services via the public network312. In addition, the second APP switch340can be coupled to a subscriber and system store348that includes account information, such as account information that is associated with users who access the IPTV system300via the private network310or the public network312. In an illustrative embodiment, the subscriber and system store348can store subscriber or customer data and create subscriber or customer profiles that are associated with IP addresses, stock-keeping unit (SKU) numbers, other identifiers, or any combination thereof, of corresponding set-top box devices316,324. In another illustrative embodiment, the subscriber and system store can store data associated with capabilities of set-top box devices associated with particular customers.

In a particular embodiment, the application tier304can include a client gateway350that communicates data directly to the client-facing tier302. In this embodiment, the client gateway350can be coupled directly to the CFT switch330. The client gateway350can provide user access to the private network310and the tiers coupled thereto. In an illustrative embodiment, the set-top box devices316,324can access the IPTV system300via the access network366, using information received from the client gateway350. User devices can access the client gateway350via the access network366, and the client gateway350can allow such devices to access the private network310once the devices are authenticated or verified. Similarly, the client gateway350can prevent unauthorized devices, such as hacker computers or stolen set-top box devices from accessing the private network310, by denying access to these devices beyond the access network366.

For example, when the first representative set-top box device316accesses the client-facing tier302via the access network366, the client gateway350can verify subscriber information by communicating with the subscriber and system store348via the private network310. Further, the client gateway350can verify billing information and status by communicating with the OSS/BSS gateway344via the private network310. In one embodiment, the OSS/BSS gateway344can transmit a query via the public network312to the OSS/BSS server364. After the client gateway350confirms subscriber and/or billing information, the client gateway350can allow the set-top box device316to access IPTV content and VoD content at the client-facing tier302. If the client gateway350cannot verify subscriber information for the set-top box device316, e.g., because it is connected to an unauthorized twisted pair, the client gateway350can block transmissions to and from the set-top box device316beyond the access network366.

As indicated inFIG. 3, the acquisition tier306includes an acquisition tier (AQT) switch352that communicates with the private network310. The AQT switch352can also communicate with the operations and management tier308via the public network312. In a particular embodiment, the AQT switch352can be coupled to one or more live Acquisition-servers (A-servers)354that receive or acquire television content, movie content, advertisement content, other video content, or any combination thereof, from a broadcast service356, such as a satellite acquisition system or satellite head-end office. In a particular embodiment, the live acquisition server354can transmit content to the AQT switch352, and the AQT switch352can transmit the content to the CFT switch330via the private network310.

In an illustrative embodiment, content can be transmitted to the D-servers332, where it can be encoded, formatted, stored, replicated, or otherwise manipulated and prepared for communication from the video server(s)380to the set-top box devices316,324. The CFT switch330can receive content from the video server(s)380and communicate the content to the CPE314,322via the access network366. The set-top box devices316,324can receive the content via the CPE314,322, and can transmit the content to the television monitors318,326. In an illustrative embodiment, video or audio portions of the content can be streamed to the set-top box devices316,324.

Further, the AQT switch352can be coupled to a video-on-demand importer server358that receives and stores television or movie content received at the acquisition tier306and communicates the stored content to the VoD server336at the client-facing tier302via the private network310. Additionally, at the acquisition tier306, the VoD importer server358can receive content from one or more VoD sources outside the IPTV system300, such as movie studios and programmers of non-live content. The VoD importer server358can transmit the VoD content to the AQT switch352, and the AQT switch352, in turn, can communicate the material to the CFT switch330via the private network310. The VoD content can be stored at one or more servers, such as the VoD server336.

When users issue requests for VoD content via the set-top box devices316,324, the requests can be transmitted over the access network366to the VoD server336, via the CFT switch330. Upon receiving such requests, the VoD server336can retrieve the requested VoD content and transmit the content to the set-top box devices316,324across the access network366, via the CFT switch330. The set-top box devices316,324can transmit the VoD content to the television monitors318,326. In an illustrative embodiment, video or audio portions of VoD content can be streamed to the set-top box devices316,324.

FIG. 3further illustrates that the operations and management tier308can include an operations and management tier (OMT) switch360that conducts communication between the operations and management tier308and the public network312. In the embodiment illustrated byFIG. 3, the OMT switch360is coupled to a TV2server362. Additionally, the OMT switch360can be coupled to an OSS/BSS server364and to a simple network management protocol monitor386that monitors network devices within or coupled to the IPTV system300. In a particular embodiment, the OMT switch360can communicate with the AQT switch352via the public network312.

The OSS/BSS server364may include a cluster of servers, such as one or more CPE data collection servers that are adapted to request and store operations systems data, such as performance data from the set-top box devices316,324. In an illustrative embodiment, the CPE data collection servers may be adapted to analyze performance data to identify a condition of a physical component of a network path associated with a set-top box device, to predict a condition of a physical component of a network path associated with a set-top box device, or any combination thereof.

In an illustrative embodiment, the live acquisition server354can transmit content to the AQT switch352, and the AQT switch352, in turn, can transmit the content to the OMT switch360via the public network312. In this embodiment, the OMT switch360can transmit the content to the TV2server362for display to users accessing the user interface at the TV2server362. For example, a user can access the TV2server362using a personal computer368coupled to the public network312.

The mitigation system130ofFIG. 1can be operably coupled to the third communication system300for purposes similar to those described above.

It should be apparent to one of ordinary skill in the art from the foregoing media communication system embodiments that other suitable media communication systems for distributing broadcast media content as well as peer-to-peer exchange of content can be applied to the present disclosure.

FIG. 4depicts an illustrative embodiment of a communication system400employing an IP Multimedia Subsystem (IMS) network architecture. Communication system400can be overlaid or operably coupled with communication systems100-300as another representative embodiment of said communication systems.

The communication system400can comprise a Home Subscriber Server (HSS)440, a tElephone NUmber Mapping (ENUM) server430, and network elements of an IMS network450. The IMS network450can be coupled to IMS compliant communication devices (CD)401,402or a Public Switched Telephone Network (PSTN) CD403using a Media Gateway Control Function (MGCF)420that connects the call through a common PSTN network460.

IMS CDs401,402register with the IMS network450by contacting a Proxy Call Session Control Function (P-CSCF) which communicates with a corresponding Serving CSCF (S-CSCF) to register the CDs with an Authentication, Authorization and Accounting (AAA) supported by the HSS440. To accomplish a communication session between CDs, an originating IMS CD401can submit a Session Initiation Protocol (SIP INVITE) message to an originating P-CSCF404which communicates with a corresponding originating S-CSCF406. The originating S-CSCF406can submit the SIP INVITE message to an application server (AS) such as reference410that can provide a variety of services to IMS subscribers. For example, the application server410can be used to perform originating treatment functions on the calling party number received by the originating S-CSCF406in the SIP INVITE message.

Originating treatment functions can include determining whether the calling party number has international calling services, and/or is requesting special telephony features (e.g., *72 forward calls, *73 cancel call forwarding, *67 for caller ID blocking, and so on). Additionally, the originating S-CSCF406can submit queries to the ENUM system430to translate an E.164 telephone number to a SIP Uniform Resource Identifier (URI) if the targeted communication device is IMS compliant. If the targeted communication device is a PSTN device, the ENUM system430will respond with an unsuccessful address resolution and the S-CSCF406will forward the call to the MGCF420via a Breakout Gateway Control Function (BGCF)419.

When the ENUM server430returns a SIP URI, the SIP URI is used by an Interrogating CSCF (I-CSCF)407to submit a query to the HSS440to identify a terminating S-CSCF414associated with a terminating IMS CD such as reference402. Once identified, the I-CSCF407can submit the SIP INVITE to the terminating S-CSCF414which can call on an application server411similar to reference410to perform the originating treatment telephony functions described earlier. The terminating S-CSCF414can then identify a terminating P-CSCF416associated with the terminating CD402. The P-CSCF416then signals the CD402to establish communications. The aforementioned process is symmetrical. Accordingly, the terms “originating” and “terminating” inFIG. 4can be interchanged.

IMS network450can also be operably coupled to the mitigation system130previously discussed forFIG. 1. In this representative embodiment, the mitigation system130can be accessed over a PSTN or VoIP channel of communication system400by common techniques such as described above.

FIG. 5depicts an illustrative embodiment of a portal530. The portal530can be used for managing services of communication systems100-400. The portal530can be accessed by a Uniform Resource Locator (URL) with a common Internet browser such as Microsoft's Internet Explorer using an Internet-capable communication device such as references108,116, or210ofFIGS. 1-2. The portal530can be configured to access a media processor such as references106,204,206,316, and324ofFIGS. 1-3and services managed thereby such as a Digital Video Recorder (DVR), an Electronic Programming Guide (EPG), VoD catalog, a personal catalog stored in the STB (e.g., personal videos, pictures, audio recordings, etc.), and so on.

FIG. 6depicts illustrative embodiments of method600operating in portions of communication systems100-400. Method600begins with step602in which the mitigation system130receives a trouble report from an EPG system, an IVR, or a web server. The IVR, the EPG system, and the web server can be an integral part of the mitigation system130or can be yet another distinct portion of the computing devices130ofFIG. 1communicatively coupled to the mitigation system. The IVR can utilize common voice recognition technology to navigate a subscriber through call processing menus defined by a service provider of the media communication system. When media services are interrupted, a user of an STB ofFIGS. 1-3can call an IVR by way of the STB, or by way of a PSTN or VoIP communication device ofFIG. 4. The IVR can then navigate the user to identify interruptions with media services provided by any one of the media communication systems ofFIGS. 1-3.

Alternatively, the user can enter a trouble report by way of an EPG presented by an STB. The user can for example identify by way of graphical user interface (GUI) of the EPG specific channels and/or media programs that are experiencing a service interruption. Upon receiving the trouble report from the STB, the EPG system can convey the trouble report to the mitigation system130. In yet another illustrative embodiment, the user can enter a trouble report by way of the web server supplying portal services such as described inFIG. 5to the STB or a common computer with Internet access. The web server can present the user a personalized account outlining the media services currently available to the user, and a GUI with selectable items for identifying trouble with said services. The GUI can for example represent an EPG with media programs that can be selected to identify service interruptions in a trouble report. It would be apparent to an artisan with ordinary skill in the art that there can be innumerable embodiments for presenting a user a trouble report GUI for identifying interruptions with media services. Accordingly, said embodiments are applicable to the present disclosure.

Once a trouble report is received, the mitigation system130can identify in step604a subscriber account of the CPE associated with the trouble report. As noted previously, the CPE can represent a residential gateway (or RG such as reference104), an STB, a computer, a telephony device, or combinations thereof. In step606, the mitigation system130can determine from the subscriber account whether the services identified in the trouble report are active. If the services are inactive because, for example, the service provider has deactivated the services due to a subscriber's failure to pay for these services, the mitigation system130proceeds to step626where it submits a mitigation report to the CPE. The mitigation report can notify the user that the services reported have been deactivated by the service provider with or without reasons provided.

If the mitigation system130on the other hand detects that the services reported are active in step606, the mitigation system proceeds to step608where it determines a state of operation of the services reported to have issues. The mitigation system130can for example determine a state of operation of a DSLAM serving the CPE associated with the trouble report, and portions of the CPE served thereby. The mitigation can perform diagnostic testing on each of the DSLAM and portions of the CPE. Diagnostic testing can include monitoring each of these devices for operational alarms (e.g., hardware faults, software faults, power faults, etc.), and transmission issues (e.g., jitter, packet delay, packet loss rate, etc.). If the mitigation system130detects in step610afault in the DSLAM based on the aforementioned testing, the mitigation system can proceed to step612where it cycles operations of the DSLAM. Operational cycling of the DSLAM can represent a hardware and/or a software reset of the DSLAM.

Once the DSLAM has been operationally cycled, the mitigation system130proceeds to step614where it verifies that operations of the DSLAM have been restored. The verification step can utilize the diagnostic techniques of step608to make this determination. If operations have not been fully restored, the mitigation system130records the faults detected for later processing in steps622-626.

Once the operations of the DSLAM have been analyzed or the mitigation system130detects in step610no faults in the DSLAM, the mitigation system proceeds to step616where it checks for faults in the CPE (e.g., RG, STB, media presentation device such as a TV, PSTN or VoIP telephony device). If no faults are detected, the mitigation system130proceeds to step626where it submits a mitigation report to a portion of the CPE (e.g., computer terminal, PSTN phone coupled to IVR, EPG screen presented by STB, etc.). If for example faults were not detected in either the DSLAM or the CPE served thereby, then the report will indicate no detected faults in service. In this instance, the report can ask the user if services continue to be interrupted. If the user responds in the affirmative in step628, then the mitigation system130can generate a trouble ticket which is directed to a service agent (e.g., a field technician) describing the issues reported, the testing performed and associated results produced by the mitigation system, and a location of the customer associated with the CPE. The trouble ticket can be managed by a network operations center (or NOC) which coordinates with a dispatch center scheduling of a field technician to meet with the customer that generated the trouble report in step602. The NOC can establish with the customer a visiting schedule for a field technician over an interactive communication session between the NOC and the CPE in step626.

Referring back to step616, if the mitigation system130detects a fault with the CPE, the mitigation system can proceed to step618where it cycles operations of the CPE in whole or in part. Cycling operations of the CPE can represent power cycling the RG, the STB, a media presentation device, a VoIP or PSTN network element, or combinations thereof. In step618, the mitigation system130also verifies that operations of the CPE have been restored. In step620the mitigation system130can check whether the CPE has a LAN congestion issue independent of whether a fault was detected in step616. A congestion issue can arise from excessive bandwidth utilization by portions of the CPE. For example, service interruption may occur if with the LAN from which the CPE operates is experiencing too much data and/or voice traffic which is causing a degradation in services.

The mitigation system130can probe for telemetry data (e.g., bandwidth utilization, packet loss rate, bit error rate, jitter, etc.) in the nodes of the CPE LAN (e.g., customer edge router, residential gateway, router, modem, etc.). If it finds excessive congestion, the mitigation system130can make note of the issues detected and potential resolutions (e.g., purchase more bandwidth from the service provider, reconfigure the CPE LAN, reduce traffic from certain CPE nodes, etc.) for later reporting in step626.

If the mitigation system130detects in step622that operations have not been stored for the DSLAM and/or the CPE in whole or in part after the cycling steps612and618, the mitigation system proceeds to step624where it generates a trouble ticket as described earlier which is directed to a service agent. In step626the NOC and the customer can coordinate a visit by a field technician. If in step622there are no remaining faults, but the mitigation system130detected LAN congestion in step620, the mitigation system reports the LAN congestion to the CPE, and possible mitigation factors to address the congestion.

FIG. 7depicts an illustrative embodiment of the mitigation system130and its various sub-components for mitigating operational faults with a DSLAM and/or CPE of a customer. As illustrated inFIG. 7, the mitigation system130can comprise a ticketing engine, a report engine, an expert rule management engine, a customer inventory database, alarm-program management engine, and a remote testing engine. A portion of the components of the mitigation system can interact with the network elements of a media communication system such as described inFIGS. 1-3, a customer generating a trouble reports by the means described earlier, and a NOC and dispatch center in accordance with the steps of method600.

Upon reviewing the aforementioned embodiments, it would be evident to an artisan with ordinary skill in the art that said embodiments can be modified, reduced, or enhanced without departing from the scope and spirit of the claims described below. Accordingly, the reader is directed to the claims section for a fuller understanding of the breadth and scope of the present disclosure.

The computer system800may include a processor802(e.g., a central processing unit (CPU), a graphics processing unit (GPU, or both), a main memory804and a static memory806, which communicate with each other via a bus808. The computer system800may further include a video display unit810(e.g., a liquid crystal display (LCD), a flat panel, a solid state display, or a cathode ray tube (CRT)). The computer system800may include an input device812(e.g., a keyboard), a cursor control device814(e.g., a mouse), a disk drive unit816, a signal generation device818(e.g., a speaker or remote control) and a network interface device820.

The disk drive unit816may include a computer-readable medium822on which is stored one or more sets of instructions (e.g., software824) embodying any one or more of the methodologies or functions described herein, including those methods illustrated above. The instructions824may also reside, completely or at least partially, within the main memory804, the static memory806, and/or within the processor802during execution thereof by the computer system800. The main memory804and the processor802also may constitute computer-readable media.

The present disclosure contemplates a machine readable medium containing instructions824, or that which receives and executes instructions824from a propagated signal so that a device connected to a network environment826can send or receive voice, video or data, and to communicate over the network826using the instructions824. The instructions824may further be transmitted or received over a network826via the network interface device820.