Abstract:
Exemplary embodiments include methods, systems, and storage mediums for implementing issue notification and resolution activities. A method includes receiving a request for access to a network service from an end user client system associated with an account. Upon determining an issue is associated with the account, the method includes flagging a user profile for the account to reflect the issue. Flagging accounts includes assigning a unique flag for each type of issue for determining a location for routing the request associated with flagged user profiles. The method also includes redirecting the request for access to a web server of the service provider network. Upon successful resolution of the issue, the method includes providing access to the network service for the end user client system.

Description:
CROSS-REFERENCE TO RELATED APPLICATIONS 
       [0001]    This application is a continuation of U.S. patent application Ser. No. 10/840,550, filed May 6, 2004, the entire contents of which are incorporated herein by reference. 
     
    
     BACKGROUND OF INVENTION 
       [0002]    The present invention generally relates to customer service processes, and more particularly, to methods, systems, and storage mediums for implementing issue notification and resolution activities. 
         [0003]    Online service providers offer a variety of services to their customers including an opportunity to purchase or upgrade to new products and services, technical assistance in using or repairing these products and services, and account and billing assistance, to name a few. Most providers offer their customers the convenience of paying for their service online through the service providers&#39; websites. When a customer is delinquent in paying for this service, however, the typical response of the service provider is to terminate the service until the customer pays the past due account. The next time the customer attempts to access the online service, the customer receives an error message such as “web page not available—try again later” or some similar type of message. The customer may or may not be aware of the billing delinquency, particularly if the error is on the service provider&#39;s side, and will need to contact the service provider by means other than the service that was terminated in order to rectify the issue and reinstate the service. This can be time-consuming, costly, and inconvenient to both the customer and the service provider, both of whom have an interest in keeping the service active. The same disadvantages may apply for online computer system customers who encounter technical problems such as a network virus that prevents access to a desired target website or causes the system to fail in accessing all of the service features provided by the service provider. 
         [0004]    What is needed, therefore, is a way to notify the customer of an issue and provide an opportunity to resolve the issue without fully terminating access to the service. 
       SUMMARY OF INVENTION 
       [0005]    Exemplary embodiments include methods, systems, and storage mediums for implementing issue notification and resolution activities. A method includes receiving a request for access to a network service from an end user client system associated with an account. Upon determining an issue is associated with the account, the method includes flagging a user profile for the account to reflect the issue. Flagging accounts includes assigning a unique flag for each type of issue for determining a location for routing the request associated with flagged user profiles. The method also includes redirecting the request for access to a web server of the service provider network. Upon successful resolution of the issue, the method includes providing access to the network service for the end user client system. 
         [0006]    Systems for implementing issue notification and resolution activities are also provided. A system includes a logic network receiving a request for access to a network service from a user associated with an account. Upon determining an issue is associated with the account, a user profile of the account is flagged to reflect the issue. Flagging accounts includes assigning a unique flag for each type of issue for determining a location for routing the request. The logic network redirects the request for access to the determined location. The system also includes a reprovisioning network controlling access to the network service such that access to the network service by the user is deferred without terminating the account pending a resolution of the issue. 
         [0007]    A storage medium for implementing issue notification and resolution activities is also provided. The storage medium includes instructions for causing a computer to implement a method. The method includes receiving a request for access to a network service from an end user client system associated with an account. Upon determining an issue is associated with the account, the method includes flagging a user profile for the account to reflect the issue. Flagging accounts includes assigning a unique flag for each type of issue for determining a location for routing the request associated with flagged user profiles. The method also includes redirecting the request for access to a web server of the service provider network. Upon successful resolution of the issue, the method includes providing access to the network service for the end user client system. 
         [0008]    Other systems, methods, and/or computer program products according to embodiments will be or become apparent to one with skill in the art upon review of the following drawings and detailed description. It is intended that all such additional systems, methods, and/or computer program products be included within this description, be within the scope of the present invention, and be protected by the accompanying claims. 
     
    
     
       BRIEF DESCRIPTION OF DRAWINGS 
         [0009]    Referring now to the drawings wherein like elements are numbered alike in the several FIGURES: 
           [0010]      FIG. 1  is a block diagram of a network system upon which the reprovisioning system is implemented in exemplary embodiments; 
           [0011]      FIG. 2  is a flowchart describing a process for implementing the reprovisioning system in exemplary embodiments; and 
           [0012]      FIG. 3  is sample computer screen window illustrating a web page produced via the reprovisioning system as seen by an end user in exemplary embodiments. 
       
    
    
     DETAILED DESCRIPTION  
       [0013]    The reprovisioning system of the invention enables a service user to resolve system issues without requiring intervention of a helpdesk, call center, or other service entity and without requiring termination of the user&#39;s service account. If the user is still unable to resolve the issue after exhausting the features offered by the reprovisioning system, the reprovisioning system provides the user with a unique phone number that will put the user in direct contact with a service specialist. The types of services provided to the user are typically Internet access and web services hosted by dial-up, DSL, cable, satellite, and/or wireless service providers. 
         [0014]    Turning now to  FIG. 1 , a block diagram of a network system  100  upon which the reprovisioning system may be executed is shown. System  100  includes end user client systems  102  and  103  and a third-party vendor client system  113  (e.g., a vendor of virus correction services/software) in communication with a service provider  105  via service provider network  104 . Service provider network  104  further includes two virtual networks, namely, a logic network  106  and reprovisioning network  108 . Virtual networks  106  and  108 , along with service provider network  104  may comprise a single network, however, virtual networks are logically addressable as distinct and independent networks as described further herein. 
         [0015]    End user client system  102  refers to a computer device such as a general-purpose computer, personal computer or desktop, laptop, or similar device. End user client system  103  refers to a mobile communications device such as cellular telephone, personal digital assistant, wireless laptop, etc. End user client systems  102  and  103  are operated by customers of service provider  105  and receive Internet access or similar online services from service provider  105  typically under an agreement. 
         [0016]    Vendor client system  113  refers to a business partner of service provider  105  that provides virus protection tools or system security services to customers either via direct download, disk, or other means. Third-party vendor client system  113  receives notifications from service provider  105  when a customer experiencing technical problems with service due to system abuse, such as a virus, worm, security breach/violation, system performance violation, or similar affliction has been identified. 
         [0017]    Service provider  105  may comprise a telecommunications service provider, an Internet Service Provider (ISP), a cable service provider, an applications/web service provider, or similar entity. Service provider network  104  may also include layer two tunneling protocol (L2TP) access concentrator  110 , L2TP server  111 , and L2TP network server (LNS)  112 . L2TP access concentrator (LAC)  110  refers to a node that forwards (tunnels) packets to L2TP server  111  from one of end user client systems  102  and  103 . LAC  110  uses L2TP protocol as defined by the Internet Engineering Task Force (IETF), an organization that develops Internet protocols for standardizing communications. The L2TP protocol advances the utility of existing layer 2 point-to-point transport mechanisms (e.g., PPP) by allowing the L2 and PPP endpoints to reside on different devices that are interconnected by a packet-switched network. Thus, using L2TP, an L2 connection may be terminated at a local circuit concentrator rather than the network access server avoiding a potential long-distance charge. 
         [0018]    L2TP server  111  resides within service provider network  104 . L2TP server  111  refers to a network access server (NAS) that provides local network access to users of client systems  102  and  103  across a remote access network such as PSTN or a wireless network. LNS  112  is the peer node to the LAC  110  and refers to the endpoint of the L2TP tunnel. LNS  112  receives packets from LAC  110  via L2TP server  111 . 
         [0019]    LAC  110  also acts as a liaison between client systems  102 ,  103  and service provider network  104 . Likewise, LNS  112  acts as a liaison between service provider network  104  and logical network  106  as will be described further herein. 
         [0020]    It will be understood by those skilled in the art that the activities performed by LAC  110  and LNS  112  may be integrated into L2TP server  111  whereby server  111  comprises a single unit that provides these functions. 
         [0021]    Remote authentication servers  114  and  116  perform access control and accounting activities for service provider network  104 . Servers  114  and  116  may comprise high-speed processors for implementing these services on behalf of the service provider  105 . In exemplary embodiments, servers  114  and  116  utilize remote authentication dial in user service (RADIUS) protocol for performing authentication, authorization, and accounting services. Remote authorization server  114  communicates with reprovisioning network  108  and service provider network  104 . Remote authorization server  114  includes a database of user profiles for customers such as end users of client systems  102  and  103 . Remote authentication server  114  authenticates the end users by validating the user account (e.g., where the account specifies the nature and extent of network services permitted) and by determining whether the user profile has been flagged as having an issue. This is described further herein. Remote authentication server  116  is in communication with service provider network  104  and logic network  106 . Remote authentication server  116  validates user who have been tunneled through to logic network  106  as described further herein. The RADIUS protocol is defined in IETF Requests for Comments RFC 2138 and RFC 2139. 
         [0022]    The service provider  105  further includes a logic network  106  that refers to a virtual network associated with provider network  104 . Logic network  106  is responsible for attending to issues identified for a user&#39;s service, such as payment delinquency matters and system abuse issues such as virus infections, system violations and security breaches, and other similar matters. 
         [0023]    Logic network  106  includes a content redirector  118 , web server  120 , application server  122 , and domain name server (DNS)  123 . Redirector  118  refers to a router that receives incoming packets from an end user  102 ,  103  (e.g., a request to access Internet services). Redirector  118  is instructed to redirect specified requests to alternate locations (e.g., any web requests and any connections on port 80 are to be redirected to a defined web portal, such as a portal of web server  120 ). 
         [0024]    Web server  120  receives the redirected packets and, in turn, transmits a web page notifying the end user of the issue identified including any instructions on resolving the issue. For example, the instructions may include information on how to pay a delinquent bill, a link to a second web page of service provider  105  that provides additional direction, or may include a link to a third-party client system such as vendor client system  113 . A sample computer screen window  300  illustrating a sample web page provided by web server  120  is provided in  FIG. 3 . The user may then select a link provided within the web page as directed. As indicated above, the link selected may result in a second web page being presented, such as for example, a customer billing web page that includes instructions and data fields for entering payment information. 
         [0025]    Once the user satisfies the requirements set forth in the web page, applications server  122  provides this updated information to reprovisioning network  108 . Any changes in the status of a user account are transmitted via applications server  122  to reprovisioning network  108 . For example, if the issue addressed in the web page is not resolved, applications server  122  may update reprovisioning network  108 , which in turn, manages the activation and/or termination of a user account. Applications server  122  may also track user-defined time limits for correcting an issue by comparing a date associated with the issue (e.g., when the issue was detected by the reprovisioning system or the date in which the user was notified of the issue, such as the date the user first attempts to gain access to a web site) with the current date in determining whether a pre-defined time limit for issue correction has been reached. 
         [0026]    DNS server  123  is configured to respond to all user queries with a specified Internet Protocol (IP) address that is associated with logic network  106 . For example, if a user enters a prohibited web site address into one of devices  102  or  103 , DNS server  123  receives the address and alters it to specify logic network&#39;s  106  IP address. This ensures that the user is unable to gain access to alternate web resources other than those provided by logic network  106 . A prohibited web site includes a web site which purpose is not directed to resolving the issue (e.g., www.cnn.com). 
         [0027]    Reprovisioning network  108  refers to a virtual network that is logically addressable service provider network  104 . Reprovisioning network  108  includes a billing client system  124  and a security/abuse client system  126  for managing customer accounts for users of client systems  102  and  103 . If an issue relates to a delinquent customer account, for example, the billing client system  124  may receive instructions to defer future access to network services for the customer via the reprovisioning system. If the issue relates to security/abuse matters such as password issues, virus infections, or similar items, the security/abuse client system  126  may receive instructions to defer access to services for the affected customer client system. The process of initiating the deferral of access to network services is performed, in part, by flagging the user profile of the customer account as described further in  FIG. 2 . 
         [0028]    While logic network  106  and reprovisioning network  108  are shown as separate networks, it will be understood that these networks  106  and  108  are likely to be integrated with service provider network  104 . Networks  106  and  108  are logically addressable as distinct networks for purposes of managing customer service issues via the reprovisioning system. 
         [0029]    Turning now to  FIG. 2 , a process for implementing the reprovisioning system will now be described. The process presupposes that a customer issue regarding an end user client system  102  or  103  has been detected by service provider  105 . At step  202 , a user profile for the end user client system  102  or  103  is flagged and sent to remote authentication server  114 . A unique flag may be utilized for each type of issue (e.g., billing payment delinquency, system abuse) detected to facilitate the routing of requests as described herein. Remote authentication server  114  updates a database of user profiles to include this information. The end user at one of client systems  102  or  103  attempts to access service provider network  104  at step  206 . The request is received at remote authentication server  114 , which in turn retrieves the database of user profiles in order to authenticate the end user at step  208 . At step  210 , remote authentication server checks the user profile to see if it has been flagged. If not, the end user is authenticated and granted access to the network. If, on the other hand, the user profile has been flagged at step  210 , remote authentication server  114  directs LAC  110  to tunnel the request through network  104  to LNS  112  at step  214 . 
         [0030]    LNS  112  accesses remote authentication server  116  and performs a user name look up for the end user to determine the validity of the end user at step  216 . If the user is not confirmed to be a valid user at step  218 , server  116  transmits an error message to the user at step  220  and denies access to the network  104  at step  222 . If confirmed at step  218 , the request is transmitted to logical network  106  at step  224  where redirector  118  routes the request to the proper web portal at web server  120  in accordance with the type of issue flagged in the user profile. Web server  120  transmits a web page that notifies the end user of the issue detected and provides instructions on how to resolve the issue at step  226 . The instructions may include information on how to pay a delinquent bill or may include a link to third-party client system such as vendor client system  113  where the issue flagged is a virus, worm, etc. In this manner, the user may have limited access to network services (i.e., the third-party client system web site). By limiting the user&#39;s access, the risks of spreading the virus or further infecting the user&#39;s system may be substantially decreased. For delinquent billing issues, the web page of  FIG. 3  may be the only access to the network available to the user. 
         [0031]    The end user may take immediate action to rectify the issue following the instructions provided on the web page. If the user does not take immediate action, service provider  105  may establish pre-defined business rules for addressing how long this inaction may continue before terminating the user account (e.g., a future request for access may result in no redirection to logic network  106  and no transmission of web page  300 ). 
         [0032]    If the end user follows the instructions, the reprovisioning system initiates activity between application server  122 , reprovisioning network  108 , and associated entities such as remote authentication server  114  for updating the user profile and re-instituting full access permissions. 
         [0033]    At step  228 , the reprovisioning system checks to see if the issue has been successfully resolved. If not, as indicated above, the end user may continue to receive the web page as shown in  FIG. 3  at step  230 . If the issue has been resolved, reprovisioning network  108  is notified via applications server  122  which, in turn, notifies remote authentication server  114  for updating the user profile and re-instituting access (steps  232 - 236 ). 
         [0034]    As described above, the present invention can be embodied in the form of computer-implemented processes and apparatuses for practicing those processes. The present invention can also be embodied in the form of computer program code containing instructions embodied in tangible media, such as floppy diskettes, CD ROMs, hard drives, or any other computer-readable storage medium, wherein, when the computer program code is loaded into and executed by a computer, the computer becomes an apparatus for practicing the invention. The present invention can also be embodied in the form of computer program code, for example, whether stored in a storage medium, loaded into and/or executed by a computer, or transmitted over some transmission medium, such as over electrical wiring or cabling, through fiber optics, or via electromagnetic radiation, wherein, when the computer program code is loaded into an executed by a computer, the computer becomes an apparatus for practicing the invention. When implemented on a general-purpose microprocessor, the computer program code segments configure the microprocessor to create specific logic circuits. 
         [0035]    While the invention has been described with reference to exemplary embodiments, it will be understood by those skilled in the art that various changes may be made and equivalents may be substituted for elements thereof without departing from the scope of the invention. In addition, many modifications may be made to adapt a particular situation or material to the teachings of the invention without departing from the essential scope thereof. Therefore, it is intended that the invention not be limited to the particular embodiments disclosed for carrying out this invention, but that the invention will include all embodiments falling within the scope of the claims.