Method and system for processing communications orders

A method, system, and medium are provided for processing customer orders associated with providing telephony services via a telecommunications network and with services provided via a cable network. In one embodiment, the method includes providing a service-order-entry (SOE) system associated with a set of legacy components, the SOE system being operable to receive a first type of customer order that is associated with providing services via a telecommunications network, the telecommunications network not including a cable television (CATV) network; supplementing the SOE system with a secondary order-reception system operable to receive a second type of customer order that is associated with providing telephony services over a CATV network and further operable to receive the second type of customer order without substantially modifying the legacy components; receiving the second type of customer order; and fulfilling the second type of customer order without substantially modifying the legacy components.

CROSS-REFERENCE TO RELATED APPLICATIONS

Not applicable.

Not applicable.

BACKGROUND OF THE INVENTION

Telecommunications-network usage is constantly expanding, and with the addition of a new application comes challenges to the way in which customers requests are handled. Existing or legacy programs must meet these challenges in short order with minimal changes.

With the introduction of VoIP/VOP (“Voice over Internet Protocol” or more generally “Voice Over Protocol,” which includes ATM, etc.), cable providers desire to provide telecommunications-type services over a CATV network. It is desirous to route calls through switches run by Local Exchange Carriers (LECs). The LECs must be able to connect and handle these calls seamlessly, as well as bill appropriately for these calls. That is, if telephony services are being offered to customers by a first party (such as a CATV provider), but technologically provided by a telecommunications carrier, the customer orders will need to be processed by the telecommunications carrier but billed to the customer by the CATV provider. With portability, much of the information associated with a telephone number can change, therefore it is important that this information be kept current. Thus, when a subscriber requests service through a cable partner, the cable partner must submit an order to the LEC to make changes.

Many barriers are present today that would make it difficult implementing the model discussed above. For example, when the LEC's market and the cable partner's market overlap, an “In-territory” problem occurs because the end-customer is in the market territories of both the CATV provider and telecommunications company. Absent the present invention, the legacy system would try to handle such a customer as if it were the LECs customer, and thereby try to bill the end-customer as a customer of the LEC (instead of the third-party's customer). Alternatively, it would reject a service order by the cable partner for this customer because it would treat such a record as a duplicate. Another illustrative problem exists in handling data and data types that differ from those expected, for example, accepting alpha-numeric characters in data fields where traditionally only numeric data have been used or adding new data to be processed.

Overhauling or replacing legacy systems so that these problems could be remedied require significant programming effort, data reformatting, time, resources, and expense. With the rapid changes in the industry, the need exists for service order entry systems to be flexible, and able to adapt quickly and effortlessly to change.

SUMMARY OF THE INVENTION

The present invention solves at least the above problems by providing a system and method that is flexible and useable. This invention solves the problem by providing a system which can quickly adapt to accepting orders for geographical markets whose data needs cannot be met by legacy systems without enhancement. The invention allows an administrator-developer to quickly alter the behavior of the application or the parameters for stored data to meet the needs of new markets and new partners.

The present invention has several practical applications in the technical arts including offering an interface that is of an improved form, flexibility, and usability. Moreover, it allows viewing of all related order information and full history data from within any page which refers to an order through the use of CSS layers. It allows for quick adaptation of data fields, and easily expandable National Emergency Number Association-2 (NENA-2) 512-Byte file generation capabilities meet the varying needs in new markets and when dealing with new Incumbent Local Exchange Carriers by containing virtually all business logic within scripted classes and functions. A litany of other practical applications are offered by the present invention, but the selected few above are included as examples only.

In one aspect, an embodiment of the present invention allows administrator-users to add new geographic areas and define new NENA-2 filetype filters. The inability of the service-order-entry system to handle data types that differ from those expected without significant programming effort is a limitation which is solved through this invention. The invention uses scripted verification code to ensure data legitimacy which allows for quick alterations to input data requirements without the need to rework data already stored within the database.

In another aspect, an embodiment of the present invention is a computer-implemented method for processing customer orders associated with providing telephony services via a telecommunications network and with services provided via a cable network. The method includes providing a service-order-entry (SOE) system associated with a set of legacy components. The SOE system is operable to receive a first type of customer order that is associated with providing services via a telecommunications network, the telecommunications network not including a cable television (CATV) network. The method continues by supplementing the SOE system with a secondary order-reception system operable to receive a second type of customer order that is associated with providing telephony services over a CATV network and further operable to receive the second type of customer order without substantially modifying the legacy components; receiving the second type of customer order; and fulfilling the second type of customer order without substantially modifying the legacy components.

In a final illustrative aspect, a method is provided for a telecommunications carrier having a legacy order-processing system to process customer orders associated with providing telephony services via a cable TV (CATV) network. The method includes receiving an indication for a request to provide or modify a voice-over-protocol telephony service; determining whether the order is associated with offerings to be provided in connection with the CATV network; if the order is associated with offerings to be provided in connection with the CATV network, then directing the order to a supplementary processing system that is coupled to the legacy order-processing system, thereby enabling the order to be received while substantially keeping in place the legacy order-processing system; and satisfying the order via the supplementary processing system.

DETAILED DESCRIPTION OF THE INVENTION

An embodiment of the present invention provides a system and method for recording, directing, and controlling the process flow of orders received from Voice Over Protocol (“VOP”) (including VOiP, VOATM, and other packet-based technologies) provider partners through interdepartmental, system, and functional boundaries. Flexibility and scalability are made available to meet the immediate and unexpected varying needs within the VOP market through a structure which enables easy integration with other system and process flow control applications as well as the ability to feed data directly into databases and data warehouses. A change that, in the past, required extensive programming and data change can now by achieved by changing one line of code or script.

Acronyms and Shorthand Notations

Throughout the description of the present invention, several acronyms and shorthand notations are used to aid the understanding of certain concepts pertaining to the associated system and services. These acronyms and shorthand notations are solely intended for the purpose of providing an easy methodology of communicating the ideas expressed herein and are in no way meant to limit the scope of the present invention. The following is a list of these acronyms:

Further, various technical terms are used throughout this description. A definition of such terms can be found inNewton's Telecom Dictionaryby H. Newton, 19th Edition (2003). These definitions are intended to provide a clearer understanding of the ideas disclosed herein but are in no way intended to limit the scope of the present invention. The definitions and terms should be interpreted broadly and liberally to the extent allowed the meaning of the words offered in the above-cited reference.

As one skilled in the art will appreciate, the present invention may be embodied as, among other things: a method, system, or computer-program product. Accordingly, the present invention may take the form of a hardware embodiment, a software embodiment, or an embodiment combining software and hardware. In a preferred embodiment, the present invention takes the form of a computer-program product that includes computer-useable instructions embodied on one or more computer-readable media.

Referring now toFIG. 1, a flow diagram100depicts elements of an exemplary method in accordance with an embodiment of the present invention for processing customer orders associated with providing telephony services via a telecommunications network and with services provided via a cable network. Reference numeral112indicates a possible path for a traditional service order. A “traditional service order (or request)” includes any order that can be accepted by the legacy system without modifying the order or the legacy system. In one embodiment, a traditional service request may be entered into a front-end computing environment (CE) and is fed into the service-order-entry system116which would parse the request, and put the data in the proper databases to be processed by the proper legacy functions in118to134to process the order. Each database (118-128) is associated with a corresponding queue that is not shown so as to not obscure the present invention.

Reference numeral136indicates a possible path for nontraditional orders, such as cable-partner orders, or orders that require formatting or are otherwise incompatible with the legacy system. For example, one element of incompatibility would include an order having alpha-numeric numbers in its territory. These can be received via an E-Bonded Interface138, XML file140, or WEB GUI142. In one embodiment the request can be parsed and the request data inserted into the corresponding fields in the database by a Robust Provisioning Mechanism (RPM)146. FODS/VND144is a legacy system containing a vacant number database which the WEB GUI accesses to validate numbers sent by the cable partner or to allow a cable partner to select a vacant number. The ICON system148, an order-processing system invokes the proper functions such as shown in numeral118to134to complete the request.

Turning now toFIG. 1A, an illustration150of an exemplary embodiment of a logical connection between ICON148and a Telephone Number and Number Element Inventory TNANI Database152, a Long Distance Database154, a Revision Queue156, a Port Pending Activation Queue158, an Automatic Line Identification (ALI) Database160, a Server Management Gateway162, an Installation Complete Queue164, and a Final Pending Database. As shown byFIG. 1, ICON148also connects physically to other elements as described above.

Referring toFIG. 2, an illustration200of an exemplary embodiment of a service-order-entry system comprised of legacy components supplemented by a secondary service-order-entry system in accordance with the present invention is depicted. A first order of a first format212associated with a carrier210is received at a step214by an overall service system215, composed of legacy components219supplemented by a secondary service-order-entry system220, which can also receive at a step222, a second order of a second format224that would be otherwise incompatible with only legacy components219. The service-order-entry system215determines the order type at step216and advances the order to the legacy system219through step217for orders of the first format212, or to the secondary service-order-entry system220through step218for orders of the second format224. The second order having a second format224is associated with a third party223. This third party may be, for example, a service provider that provides services via a cable-TV network. The fields of second order224, may for instance, be of a type incompatible with legacy components219; for example, they may include alpha-numeric characters where as, legacy components219are configured to receive data of a numeric format only. The second order224may be of a type associated with a Voice-over protocol service including VOiP, VOATM, and other packet-based technologies. At a step226the order212or224is fulfilled by the service-order-entry system215.

Turning now toFIG. 3, a flow diagram300depicts in greater details an illustrative path of a cable-partner request. At a step310, a service request is received from a partner, such as a cable partner. In an embodiment, the request may be received by an E-Bonded interface138, via XML file140, or through WEB GUI interface142. At a step312, an application is made for a Vacant-Number-Database reservation. At a step314, the fields of the service are validated and parsed. One layer of validation occurs with validating the received service request against E911 MSAG (“Master Street Address Guide”)118to determine whether the address comports with the E911 requirements. At a step316, the determination is made as to the type of order. If the order is of type “PORT,” then processing advances to a step318. If order is of type “LEC ASSIGNED,” then processing advances to a step320. If the service request is determined at step316to be a “PORT” type, then the request is routed to Port-Pending Queue158at a step318. Based on entry into the Port-Pending Queue158, the ported number is activated or deactivated at a step326. Following step326, processing continues at a step320.

At a step320, records are created for the Line Information Database (LIDB)126update with customer name for Caller ID and Bill-Number screening. At a step332, an input file is created to enable switch provisioning. At a step334, the request is routed to the Installation Complete Queue164. At step334, in one embodiment, a group of actions happen substantially in parallel: a record is created to update the Telephone Number and Network Element Inventory152at a step336, a long-distance-billing record in the long distance database154is created at a step338, and the service request is routed to Final Pending Database166at step330.

Referring now toFIG. 4A, a flow diagram400depicts an illustrative request for a new install ported-in number from a cable partner in accordance with an embodiment of the present invention. At a step401, the request is received. The due date is validated at a step402, and if it is not within established Service Level Agreement (SLA) then the order is rejected as shown at a step403. If the order is within the established SLA then the address is validated in the E911 Master Street Address Guide (MSAG)118at a step404. If the address is not within the customer's footprint as is determined at a step405then the order is rejected as shown at a step406. If the order is in the customer's footprint then it is determined at a step407whether it is a LEC assigned number or ported number and processing is transferred as shown at a step408for ported in numbers and at a step409for LEC assigned numbers. Process control for a ported number is shown inFIG. 4Band begins at a step411. Process control for LEC-assigned numbers is shown inFIG. 4Eand begins at a step467.

Turning now toFIG. 4B, a flow diagram410illustrates a ported process in accordance with an embodiment of the present invention. A step411is the beginning of the process. At a step412, the service provider is identified. At a step413the type of request is identified and validated at a step414. If there are any issues with the request as is determined at a step415, the order is rejected as shown at a step416. If there are no issues with the request, then an order confirmation is sent to the customer at a step417. A local service request is completed and issued at a step418. A Firm Order Confirmation (FOC) is received at a step419, and the information from the FOC is updated at a step420and sent back to the customer. The fields of the order are populated at a step421, the data is validated, and the order is submitted in step422. The address is then verified in the E911 Master Street Address Guide (MSAG)118at a step423and corrected if it is not valid. The validated order is sent for port activation at a step424, and Service Management Gateway162is updated at a step425.

Referring now toFIG. 4C, which continues to depict an illustrative flow of processing for a ported number order in flow diagram430, a step432verifies whether the port is valid. If the port is invalid it is sent to the Revision Queue156at a step433, and the E911 MSAG118is validated at a step434. If the port is valid as is determined by a step432, the order is provisioned. The validated order is sent to provisioning by a step437and is provisioned in the switch, and a ten-digit trigger is added at a step438. At a step442, a determination is made as to whether a provisioning error occurred. If there is an error, then an “order-jeopardy” notice is sent to the customer indicating that the order may not be provisioned by the due date and the order is placed in the Revision Queue at a step443. Upon revision, processing will revert to step421, as a step444shows.

In one embodiment, if there is no error in provisioning, the telephone number is updated in the Telephone Number and Network Element Inventory152at a step439. The order moves to the Telephone Number and Network Element Inventory (TNANI)152and Voicemail Queue130at a step436, Voicemail service130is provisioned at a step440, and the data from the Telephone Number Inventory is compared with the switch Call Detail Record data for billing purposes at a step441. The order is sent to Port-Pending Activation Queue158at a step445, while waiting for customer-port activation at a step446.FIG. 4Dshows processing upon receipt of port-activation call from customer at step451.

Referring now toFIG. 4D, an exemplary flow of processing continues for a ported number order in flow diagram450. Flow diagram450is the completion of the ported number processing. At a step452, the port-activation call or install-complete message is received from the customer. The port is activated at a step453, sent to the provisioning system, and at a step454, the ten-digit trigger is removed. If there is an error as determined by a step455, then processing continues to step423to validate the E911 address and reprocess as shown at a step456. If there is no error the caller ID information is placed in the Line Information Database (LIDB)126and moved to the Final Pending Database166as shown at a step457. The file is sent to the Long Distance database154at a step459and the customer record is updated at a step460while the Automatic Line Identification (ALI) record 160 is sent to the LEC's911database118.

Referring now toFIG. 4E, a flow diagram465illustrates a LEC-assigned process in accordance with an embodiment of the present invention. The order information is populated and sent to provisioning at a step468. If the LEC number does not exist in an Order Notification Application (ONA) as is determined at a step469, then a request is made to add the number to an ONA at a step470or to determine whether the number is valid at a step471. If the number is not valid, then the order is rejected at a step472. If the number is valid, then it is loaded at a step473. If the LEC number exists in an ONA or has been added, then a complete and submit order is shown at a step474. If the order cannot be submitted, then it is rejected. If the order is submitted successfully, confirmation is sent to the customer and address information is validated E911 database118and revised if necessary at a step475.

The validated order is sent to provisioning at a step476, where the switch is provisioned and the order is sent to the Intelligent Network Administration Center (INAC)124at a step477. If there is an error as determined at a step478, then an order-jeopardy notice is sent to the customer indicating that the order may not be provisioned on time and the order is placed in the Revision Queue156at a step479. It is then sent back to step468to repopulate the information and be reprocessed. If there is no error, then the homing switch Common Language Location Identifier (CLLI) is compared to the serving switch CLLI at a step480. If they are not the same then they are sent to the INAC pending queue124in step480. Further processing in this case continues inFIG. 4Fat step486. However, if both switches were the same then processing continues inFIG. 4Gat step502.

Turning now toFIG. 4F, an exemplary flow of processing continues for a LEC-assigned number order in flow diagram485. Flow diagram485depicts illustrative process steps carried out after the order is sent to the INAC pending queue124when the CLLIs of the homing switch and serving switches are not the same. The validity of the port is checked at a step487. If the port is valid, the Service Management Gateway (SMG)162is updated at a step488, and the port is activated and sent to the LIDB126at a step489. Further processing to complete this flow is shown inFIG. 4Gat a step501. If at step487, it was determined that the port was invalid, then the order would be sent to the Revision Queue156at a step490and the port would be researched and the order resubmitted to an address-validation queue at a step491. The order is placed in the TNANI queue152at a step492, which is updated at a step493. Voicemail is provisioned at a step494, and billing proceeds in step495.

Turning now toFIG. 4G, an illustrative flow of processing continues for a LEC-assigned number order in flow diagram500. Flow diagram500shows the flow to complete the processing for LEC-assigned numbers. A step502depicts the continuation for cases where the CLLI for the homing switch and the serving switch are the same. The TNANI152is updated at a step503, voicemail is provisioned at a step504, and files are sent to billing from the telephone inventory at a step505. An install-complete message is received from the customer at a step506, the file is sent to long-distance billing at a step507, and the customer records are updated at a step508. The line-information database126is updated and sent to the Installation-Complete Queue164at a step509. A directory service request is made at a step510, ALI record is sent to the LEC's E911 database118at a step511and the order is moved to the customer-record-billing application at a step512. Return acknowledgement is sent and is archived at a step513. In cases where the port is valid, processing would have continued at step501and would flow to step509.

Many different arrangements of the various components depicted, as well as components not shown, are possible without departing from the spirit and scope of the present invention. The present invention has been described in relation to particular embodiments, which are intended in all respects to be illustrative rather than restrictive. Alternative embodiments will become apparent to those skilled in the art that do not depart from its scope. Many alternative embodiments exist but are not included because of the nature of this invention. A skilled programmer may develop alternative means of implementing the aforementioned improvements without departing from the scope of the present invention.