Telecommunicaion user account management system and method

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1. FIELD OF INVENTION

The present invention is in the field of telecommunication user account management systems and methods, for both interactive and non-interactive telecommunications. More specifically, the present invention involves an integrated system to create, maintain, and analyze individual telecommunication user account information. Furthermore, the invention generates a variety of billing, maintenance, operations reports and other output from such information, on both an individual user and a system-wide basis. Furthermore, the system offers a variety of ancillary functions regarding such data and generated output, including e-mail, word processing, and other functions. One embodiment of the invention is for subscription cable television services, including pay-per-view services, as well as direct-to-home satellite television services, but the invention includes embodiments applicable to every telecommunication service. Users may be subscribers or non-subscribers.

2. BACKGROUND OF INVENTION

The advent of cable television systems initiated a system of providing multi-channel subscription telecommunication services. The cable systems required monthly billing to subscribers, and other operations such as maintenance and management. To address these activities, a variety of distinct computerized systems and methods were developed piece-meal over time to individually address one of these topics and functions. Individual subscriber billing systems were developed. Management information systems for monitoring and reporting for an entire system were developed. Various other systems were developed. This activity took place in an environment with other ancillary computer functions and communications, including word processing, e-mail, and other functions.

However, these systems developed piecemeal over time and were not integrated. They involved multiple and incompatible database formats, software, hardware platforms, and communication protocols. Consequently, the data and functions of one system often cannot interact with the data and functions of other systems.

Consequently, a need exists for an integrated system and method to provide all the databases, billing, reports, and ancillary communications and processing functions, for individual subscribers, and for the entire system and subscriber base, in a quick and economic manner.

Additionally, the cable television industry specifically, and telecommunications generally, is in a dynamic technologic and regulatory environment that makes for an evolution of the mix of services provided by telecommunication companies. This has created a need for information management and processing systems that are flexible and adaptable to a changing mix of services supplied to subscribers, with each subscriber picking from a menu of possible services, on a monthly subscription basis, or a one time pay-for-view basis, or otherwise. Furthermore, some services, such as telephone, may be provided on a pay-for-use basis to non-subscribers.

3. SUMMARY OF THE INVENTION

It is an object of this invention to provide a single integrated data processing, computing, and communication system for all telecommunications service companies. It is a further object to be able to service one office, or multiple offices and regions of a telecommunications company. It is a further object to use a single, unified, compatible database format. It is a further object to provide a flexible and expanding variety of data processing functions, reports, analyses, ancillary functions, and other functions. It is a further object to be able to operate on a flexible variety of hardware architectures and environments. It is a further object to be able to use and integrate software application packages of others. Other objects may also be served as discussed and implied further herein.

The present invention is a computerized system and method for storing data for telecommunication services, executing data functions on the data, generating reports from the data, and performing ancillary functions.

The present invention may be an integrated computerized system and method of telecommunication user account management, for both interactive and non-interactive telecommunications. The invention may create, maintain, process, and analyze data regarding individual users for telecommunication services of all types. Billing for individual users may be generated. The user data may be analyzed and reports for all or part of the user data prepared and generated. Ancillary functions are enabled, including word processing, editing, e-mail, and other functions. The invention is applicable to subscriber telecommunication services, and pay-for-use services, and the user may be a subscriber or a non-subscriber, and the services may be interactive or non-interactive. The invention is applicable to multi-channel telecommunication services, or single channel multi-service telecommunications, or single channel single service telecommunications. Such telecommunication services may include cable television, direct-to-home satellite television or telephone services, including pay-per-view services, telephone, video, audio, on-line databases, Internet access, television, radio, music video, video juke box, pay-for-view, video-on-demand, interactive television, home-shopping, video conferences, telephone conferences, interfacing to imaging systems, automatic telephone call charge-backs ("900" numbers), and other telecommunication services. The current preferred embodiment of the invention is for subscriber account management for cable television services.

4. BRIEF DESCRIPTION OF THE DRAWINGS

The present invention may be better understood with reference to the derailed description in conjunction with the following figures where like numerals denote identical elements, and in which:

FIG. 1 is a block diagram of a computer network and a cable subscription service which incorporates the present invention.

FIG. 2 is a flow chart of the options available to a user initially logged on to a computer operating system supporting a system according to the present invention.

FIG. 3 is a dispatch menu available to a user according to the system of the present invention.

FIG. 4 is a subscriber inquiry menu screen available to a user according to the present invention.

FIG. 5 is a flow diagram of the options available from the display subscriber information (DPL) option of the present invention.

FIG. 6 shows the types of data records that may be used to find a subscriber account record to display.

FIG. 7 shows the types of data records that may be used to search and select service orders by the service order inquiry function.

FIG. 8 is a customer service user menu screen available to a user according to the present invention.

FIG. 9 is a job action menu screen available to a user according to the present invention.

FIG. 10 is a dwelling modification menu screen available to a user according to the present invention.

FIG. 11 is a block diagram of the data stored in the central storage according to the present invention.

FIG. 12 is a report menu which is available to a user according to the present invention.

FIG. 13 is a department report menu screen which is available to a user according to the present invention.

FIG. 14 is a flow diagram of the method used to compile reports according to the present invention.

FIG. 15 shows a flow chart of the basic steps of a method of the present invention.

5. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT

5.1. Hardware Platform

A prototype of the present invention is currently under development and in confidential use at cable television facilities of the assignee of the patent, Continental Cablevision, Inc. ("CCI"), a cable television provider. This preferred embodiment of the present invention is referred to as SAM, an acronym for "Subscriber Account Management."

The SAM embodiment currently is used for subscriber account management, and acts as a network which links communications between the various CCI cable television systems. The computers in each CCI region have their own databases, and are able to communicate with the computers and databases in the other CCI regions. SAM permits the operation of all SAM functions for CCI in one centralized location. Hence, for example, CCI personnel at CCI headquarters can generate and review the information and reports described herein for all the CCI offices and regions, by accessing and processing through the system, the various databases of CCI offices and regions.

The SAM embodiment of the invention uses a VMS (Virtual Memory System) operating system. Currently, SAM operates on DEC (Digital Equipment Corporation) VAX (Virtual Address Extension) computers using VMS 5.5 or 6.0. The SAM software source code is written in Fortran.

Currently, all of the CCI offices around St. Louis and all of the CCI offices in Michigan operate SAM on one computer through remote terminals. In each office, personal computers with network cards and/or dumb terminals are used for the remote terminals. A separate database for each office is kept on the computer and the databases can be accessed directly from each terminal on that computer. The computer communicates through the SAM network with the other computers in the SAM system at CCI.

In contrast, each CCI office in Virginia currently has its own computer, running the SAM software (rather than there being one computer for the state being accessed through remote dumb terminals or PCs). Each computer in each CCI office in Virginia has its own database for that office, and can communicate through the SAM network with the other SAM computers at the other CCI offices.

The VMS operating system rum various applications software, including SAM, Lotus 1-2-3, and WordPerfect 3.0.

Another developmental prototype of SAM is planned for confidential use on a system of two DEC Alpha 2100 servers, model A500 MP-R AXP RISC. A rack-mounted configuration is planned. Each server system will have one gigabyte of ECC memory, redundant ethernet cards, 4 CPU modules, one console monitor, and two PSSI busses in each cluster. Disc space will total 30 gigabytes, with 15 RZ28 two gigabyte drives. Tapes will include a TZ87-TA 20 gigabyte cartridge tape drive, a TL206 four MM tape drive, and a TSZ07 nine track tape. The software is planned to include at least a QL-MT 3AB-BR 256 User VMS license (cluster wide), a VMS cluster license, a TCP/IP software license, C++ Personal Use, Fortran Personal Use, Disk Striping, Disk Mirroring, FMS Runtime, DEC RDB Runtime, and, of course, the SAM source code. In addition, other applications software may be added.

FIG. 1 illustrates a cable subscriber system 50 according to one possible embodiment of the present invention. The cable subscriber system 50 is centered around a cable service provider 52, which is typically a local franchised cable company. The service provider 52 provides cable television services to subscribers typically over a specific geographic region. The service provider 52 provides billing, cable service, installation, and special channel services to its subscribers. In order to efficiently utilize their resources, the service provider 52 stores, updates, and processes information relating to these services.

Such information processing is performed in the present invention by a computer program installed on a computer local area network (LAN) 54 located at the service provider 52. The computer local area network 54 may be a minicomputer based system, a mainframe based system, or a network of personal computers. In one preferred embodiment, the computer local area network 54 is a VAX-VMS system. The network 54 has a basic operating system which allows users to run application software, access data, and communicate with other users. The network 54 gathers information from user terminals as well as cable broadcast facilities, as described below.

The network 54 has a number of user terminals or nodes 56. Each user terminal 56 has a monitor 58 and input device 60 such as a keyboard or mouse and may be provided with a phone 62. Each node 56 may be a personal computer or workstation. Each user terminal 56 provides cable employees, such as customer service representatives (CSRs), with access to information regarding subscribers such as maintenance information, account information and other data as will be described below. The user terminals 56 are connected via bus line 64 to a server 66. Multiple servers 66 may be connected in the network.

The server 66 may be a mainframe computer, minicomputer or personal computer. The server 66 is coupled to a central storage device 68. Data and application software stored in the central storage device 68 are accessible by all of the user terminals 56. The central storage device 68 may be a hard drive, a tape drive, or more permanent storage device such as a multiple CD stack player. A combination of storage devices may also be utilized as the central storage device 68.

Each user terminal 56 allows cable provider employees to access various network functions through a standard log in procedure. The log in procedure typically requires the user to enter an ID as well as a password. Once a user signs on the network, the user is allowed access to files and data stored in the central storage 68 as well as the ability to use application programs. In the preferred embodiment, users may access an electronic mail software application in order to send data and reports as will be detailed below. Additionally, users may access word processing software applications or spreadsheet software applications. Users may also be allocated storage space in central storage 68 for data files.

The cable system 50 broadcasts cable programming via a cable broadcast unit 70 which allows cable television signals to be broadcast to subscriber dwellings 72 through a cable network 74. The cable network 74 is typically composed of coaxial cables or optical fibers, although other means of communication may also be utilized by the present invention, including telephone lines, electric power lines, wireless telephone, cellular telephone, microwave, radio, direct satellite-based communications, or other means now in existence or to be developed. The broadcast unit 70 is controlled by the server 66 which allows cable employees, through terminals 56 to enable and change cable service to the subscriber dwellings 72. The broadcast unit 70 also transmits subscriber information to the server 66 for further use in activities such as billing or maintenance.

Each cable is connected a cable converter 76 which is located in each individual subscriber dwelling 72. The cable converter 76 may be programmed to allow a subscriber to receive special channels on a permanent basis. Also, the cable converter 76 may be programmed via the cable network 74 from the broadcast unit 70 to allow access to programming at certain times such as pay-per-view (PPV) events. In the case of pay-per-view events, a special enabling signal would be broadcast from broadcast unit 70 to enable an individual converter to decode the program for a set amount of time. A telephone system 78 may serve to connect individual cable employees at user terminals 56 with a telephone 62 to each subscriber home 72 in order to facilitate service.

The computer local area network 54 may be administered by a supervisor at a user station 56, the supervisor having personal priority codes allowing special access privileges and commands. The supervisor or system administrator may choose to allow different levels of access to applications and subscriber information depending on a user's job description. Reports summarizing various subscriber and cable activities may be generated by users on terminals 56. An output device such as a printer 80 is attached to server 66 via data bus 64. The server 66 may receive data files from the user terminals 56 to be output on printer 80.

The present invention is a comprehensive computer program for subscriber account management ("SAM") which is installed on the network or computer system 54. The present invention allows individual users or employees of a cable company to assemble reports regarding particular subscribers or groups of subscribers from the terminals 56. One preferred embodiment of the present invention is a subscription account management program which offers a user numerous options through several program modules. The options available to a cable system employee operating SAM are described below.

5.2. Database and Data Structure

The preferred embodiment of the present invention maintains data in a database for each CCI cable television system. The software maintains and updates the databases through execution of specific software functions, analyzes and processes the information in the databases, produces reports and other communications based on the data in the databases, and performs other functions such as e-mail, word processing, and spreadsheets.

The data maintained by the present invention includes individual subscriber data. A data record is maintained for each subscriber. Each subscriber record has various fields, including a separate field for: name, address, telephone, elected subscriber services and special channels, and other fields. Information is updated by various functions of the system described below, controlled by users at system terminals, and information can also be updated automatically, such as for pay-for-view services.

A database is also maintained for each office for equipment. A data record is maintained for each item of equipment to be tracked. Each equipment record contains various fields, including fields for stock number, franchise, project identification, and transaction date.

A database is also maintained for each office for converters. A record is maintained for each individual converter to be tracked. Each converter record contains various fields, including fields for: serial number, current location, last 20 locations, and addressable map.

A database is also maintained for each office for dwellings serviced for subscribers. A record is maintained for each dwelling served. Each dwelling record contains various fields, including fields for: dwelling number, current and last account address, and franchise. (The term "dwelling" as used herein actually means any location serviced by the cable systems or the telecommunications in question. These serviced locations are usually human habitations but also include non-habitations such as offices, restaurants, and other commercial establishments.)

Other databases are maintained for each CCI office for: alternate addresses, work orders, service orders, jobs, street names, franchise information, debit/credit codes, apartments, and campaigns. This is further shown in FIG. 11, and discussed below in the section hereof about FIG. 11.

The databases are all in compatible format and can be accessed by the software in the system to update the contents of the databases, or to generate appropriate reports.

A significant feature of the present invention is the ability to compile categories of information which are input through the various user terminals 56 regarding individual subscribers. The subscriber data may include maintenance information, billing information, service information, address and identification information and audit information. The information compiled regarding individual subscribers is contained in databases stored in the central storage 68.

FIG. 11 is a block diagram of the categories of data contained in the central storage device 68. The data is of four general types: subscriber (SR) information, dwelling (DW) information, inventory system information, and miscellaneous (MISC) information.

Subscriber (SR) information is contained in a subscriber database 301 and includes data files for alternate address (AA), accounts receivable (AR), drop burials (BD), collection action (CA), credit card (CC), collections disconnected (CD), campaign (CM), disconnect action (DA), debit credit (DC), end of the month/year (EO), inquiry log (IL), memos (MM), pending actions (PA), payment batch (PB), reminders (RM), scheduling/assignment definitions (SD), transaction history (SH), service order (SO), system scheduling (SS), franchise/rates (SV), transaction history (TH), event file (VE), event master file (VM), event purchase (VP), completed work orders (WO), pending work orders (WP), and work scheduling (WS).

Dwelling (DW) information is contained in a subscriber database 302, and includes data files for apartment number (AP), post office box number (PO), and street address (ST).

Inventory system information is kept in an inventory system database 303, and includes data files for inventory distribution (ND), inventory master number (NM), inventory transactions (NT), and inventory vendor (NV).

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