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Integrated interface for Web based customer care and trouble management    
United States Patent6032184   
Link to this pagehttp://www.wikipatents.com/6032184.html
Inventor(s)Cogger; Timothy John (Chapel Hill, NC); Kunkel, III; Isaac A. (Apex, NC); Miller; David Todd (Fuquay-Varina, NC); Patil; Suma P. (Apex, NC)
AbstractA system and method for opening and tracking trouble tickets over the public Internet. A customer service management system provides information included within a customer profile record to a Web enabled infrastructure which is accessible by a remote customer workstation having a Web browser and Internet access. The customer profile information is used to prepopulate data fields in dialogs used to open a trouble ticket. Once a trouble ticket is opened, the customer workstation tracks the existing trouble tickets through a browser based graphical user interface. The graphical user interface provides current and historical status reports of the actions taken to resolve a network event and the service organizations responsible for resolving the network event.



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Drawing from US Patent 6032184
Integrated interface for Web based customer care and trouble management - US Patent 6032184 Drawing
Integrated interface for Web based customer care and trouble management
Inventor     Cogger; Timothy John (Chapel Hill, NC); Kunkel, III; Isaac A. (Apex, NC); Miller; David Todd (Fuquay-Varina, NC); Patil; Suma P. (Apex, NC)
Owner/Assignee     MCI WorldCom, Inc. (Jackson, MS)
Patent assignment
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Publication Date     February 29, 2000
Application Number     09/159,701
PAIR File History     Application Data   Transaction History
Image File Wrapper   Patent Term   Fees
Litigation
Filing Date     September 24, 1998
US Classification    
Int'l Classification    
Examiner     MacDonald; Allen R.
Assistant Examiner     Kazimi; Hani M.
Attorney/Law Firm    
Address
Parent Case     CROSS-REFERENCE TO RELATED APPLICATIONS This application is a continuation-in-part of U.S. Ser. No. 08/581,728 filed Dec. 29, 1995, now abandoned entitled DIRECT DISPATCH, and claims the benefit of U.S. Provisional patent application U.S. Ser. No. 60/060,655, filed Sep. 26, 1997, entitled INTEGRATED CUSTOMER INTERFACE SYSTEM FOR COMMUNICATIONS MANAGEMENT.
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Patent Tags     integrated interface web based customer care trouble management
   
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5909679
Hall
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Market Size
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> $10B
$5B - $10B
$2B - $5B
$500M - $2B
$100M - $500M
$10M - $100M
$1M - $10M
$500K - $1M
$100K - $500K
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$0
 
$0   $2.5B   $5B   $7.5B   $10B
Market Share
Estimate the percentage of the relevant market sector this invention will capture:
75% - 100%
50% - 74.99%
25% - 49.99%
10 - 24.99%
5 - 9.99%
2 - 4.99%
1 - 1.99%
< 1%
[No votes]
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0%   25%   50%   75%   100%
Reasonable Royalty
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75% - 100%
50% - 74.99%
25% - 49.99%
10 - 24.99%
5 - 9.99%
2 - 4.99%
1 - 1.99%
< 1%
[No votes]
0.0%
 
0%   25%