# US 10,318,961 B2 · Method and arrangement for providing network events

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- Number: US 10,318,961 B2
- Document ID: US10318961B2
- Status: Granted
- Kind: B2
- Application number: 13/978,078
- Filed: 2011-01-12
- Published: 2013-10-31
- Granted: 2019-06-11
- Earliest claimed: 2011-01-12
- Assignees: Telefonaktiebolaget LM Ericsson (publ)
- Applicants: Marcus Karlsson
- Inventors: Marcus Karlsson
- Web page: https://patentgrep.com/patent/US10318961B2

## CPC

- G06Q 30/016: After-sales
- H04L 41/069: using logs of notifications; Post-processing of notifications
- H04L 41/5061: characterised by the interaction between service providers and their network customers, e.g. customer relationship management
- H04M 3/42068: {where the identifier is used to access a profile}
- H04M 3/51: Centralised call answering arrangements requiring operator intervention {, e.g. call or contact centers for telemarketing}
- H04M 2203/408: Customer-specific call routing plans
- H04M 2203/551: Call history
- G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M)
- H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08)

## Abstract

System, arrangement and method for providing information regarding network events associated with a subscriber in an access network. A customer care session is initiated between a customer care unit and a data warehouse. The session is referring to an identity of said subscriber. A subscription to network events associated with the subscriber is done, where the data warehouse subscribes to a stream of ongoing network events. The content of the stream refers to the identity of the subscriber. Information is received regarding ongoing network events which are triggered by one or more communications between a terminal of the subscriber and a network element in the network. The information is provided to a customer care agent.

## Claims

### Claim 1

A computer-implemented method in a customer care unit for providing information regarding network events associated with a subscriber in an access network, said computer-implemented method comprising:
initiating, by a processor of the customer care unit, a customer care data communication session between a data warehouse and an agent communication unit, wherein said customer care data communication session is based on an identity of said subscriber;
requesting, by the processor, a subscription to the network events associated with said subscriber, wherein said data warehouse subscribes to a stream of ongoing network events of the network events, and wherein content of said stream refers to said identity of said subscriber;
receiving, by the processor, from said data warehouse, updates comprising information regarding the ongoing network events of said stream which are triggered by one or more communications between a terminal of said subscriber and a network element in said access network;
providing, by the processor, said received updates comprising the information regarding the ongoing network events to the agent communication unit continuously in real-time, wherein providing said received updates to the agent communication unit continuously in the real-time is performed without continuously polling said data warehouse for fetching the information regarding the ongoing network events, thereby reducing load on the access network and facilitating monitoring and resolution of issues related to the ongoing network events; and
requesting, by the processor, said data warehouse to unsubscribe from said stream of the ongoing network events when the customer care data communication session has been inactive for a predetermined time period.

### Claim 2 (depends on 1)

The method according to claim 1, wherein requesting said subscription comprises fetching network event history, and wherein said network event history comprises network events associated with said identity of said subscriber.

### Claim 3 (depends on 2)

The method according to claim 2, further comprising:
determining whether or not said received information regarding a network event, of the network events, is related to any one of the network events of the network event history.

### Claim 4 (depends on 1)

The method according to claim 1, wherein the identity of said subscriber comprises of at least one of: a Subscription-Id-Type Attribute Value Pair (AVP), a Mobile Subscriber Integrated Services Digital Network (MSISDN), an International Mobile Subscriber Identity (IMSI), a Network Access Identifier (NAI), or a Session Initiation Protocol (SIP) Uniform Resource Identifier (URI).

### Claim 5 (depends on 1)

The method according to claim 1, wherein the identity of said subscriber is an internet user account.

### Claim 6 (depends on 1)

The method according to claim 1, wherein a diameter based protocol is used to form communication between the customer care unit and the data warehouse.

### Claim 7

A computer-implemented method in a data warehouse for providing information regarding network events associated with a subscriber in an access network, said computer-implemented method comprising:
receiving, by a processor of the data warehouse from a processor of a customer care unit, a subscription request referring to an identity of said subscriber;
subscribing, by the processor of the data warehouse, to a stream of ongoing network events of the network events, wherein content of said stream refers to said identity of said subscriber;
recognizing, by the processor of the data warehouse, an ongoing network event of said stream associated with said subscription which is triggered by one or more communications between a terminal of said subscriber and a network element in said access network;
providing, by the processor of the data warehouse, to the processor of said customer care unit, an update comprising information about said recognized ongoing network event of said stream in real-time, wherein providing the update comprising the information about said recognized ongoing network event continuously in real-time as compared to providing the information by continuously polling the data warehouse for fetching the information about said recognized ongoing network event, reduces load on the access network and facilitates monitoring and resolution of issues related to said recognized ongoing network event, and wherein the network events comprise a network event that is produced when an account of said subscriber is modified, and
receiving, from the processor of said customer care unit, a request for unsubscribing the processor of said customer care unit to said stream of said ongoing network events of the network events when a customer care data communication session, between said customer care unit and a network element communication unit, has been inactive for a predetermined time period.

### Claim 8 (depends on 7)

The method according to claim 7, further comprising receiving a request for fetching a network event history comprising network events associated with said identity of said subscriber.

### Claim 9 (depends on 7)

The method according to claim 7, wherein the identity of said subscriber comprises of at least one of: a Subscription-Id-Type Attribute Value Pair (AVP), a Mobile Subscriber Integrated Services Digital Network (MSISDN), an International Mobile Subscriber Identity (IMSI), a Network Access Identifier (NAI), or a Session Initiation Protocol (SIP) Uniform Resource Identifier (URI).

### Claim 10 (depends on 7)

The method according to claim 7, wherein the identity of said subscriber is an internet user account.

### Claim 11 (depends on 7)

The method according to claim 7, wherein a diameter based protocol is used to form communication between the processor of said customer care unit and the data warehouse.

### Claim 12 (depends on 7)

The method according to claim 7, wherein the network element provides said ongoing network event of said stream to said data warehouse using a Call Data Record (CDR) and/or a diameter based protocol.

### Claim 13

A system comprising a customer care unit configured to provide information regarding network events which are associated with a subscriber in an access network, said customer care unit comprising a processor and memory, the memory comprising computer executable instructions, the computer executable instructions when executed by the processor, cause the processor to:
receive a request to initiate a customer care data communication session between a data warehouse and an agent communication unit, wherein said customer care data communication session is based on an identity of said subscriber;
request a subscription to the network events associated with said subscriber from said data warehouse, wherein said data warehouse subscribes to a stream of ongoing network events of the network events;
receive, from said data warehouse, updates comprising information regarding the ongoing network events of said stream which are triggered by one or more communications between a terminal of said subscriber and a network element in said access network;
provide said received updates comprising the information regarding the ongoing network events to the agent communication unit continuously in real-time, wherein the provision of said received updates to the agent communication unit continuously in the real-time is performed without continuously polling the data warehouse for fetching the information regarding the ongoing network events, which thereby reduces load on the access network and facilitates monitoring and resolution of issues related to the ongoing network events; and
request said data warehouse to unsubscribe from said stream of the ongoing network events of the network events when the customer care data communication session has been inactive for a predetermined time period.

### Claim 14 (depends on 13)

The system according to claim 13, wherein the processor is further configured to fetch a network event history comprising network events associated with said identity of said subscriber.

### Claim 15 (depends on 14)

The system according to claim 14, wherein the processor is further configured to determine whether or not said received information regarding a network event, of the network events, is related to any one of the network events of the network event history.

### Claim 16 (depends on 13)

The system according to claim 13, wherein the identity of said subscriber comprises of at least one of: a Subscription-Id-Type Attribute Value Pair (AVP), a Mobile Subscriber Integrated Services Digital Network (MSISDN), an International Mobile Subscriber Identity (IMSI), a Network Access Identifier (NAI), or a Session Initiation Protocol (SIP) Uniform Resource Identifier (URI).

### Claim 17 (depends on 13)

The system according to claim 13, wherein the identity of said subscriber is an internet user account.

### Claim 18 (depends on 13)

The system according to claim 13, wherein the processor is further configured to use a diameter based protocol to form communication between the customer care unit and the data warehouse.

### Claim 19

A system comprising a data warehouse configured to provide information regarding network events which are associated with a subscriber in an access network, said data warehouse comprising a processor and memory, the memory comprising computer executable instructions, the computer executable instructions when executed by the processor, cause the processor to:
initiate a customer care data communication session between a customer care unit associated with another processor and a network element communication unit, wherein said customer care data communication session is based on an identity of said subscriber;
subscribe said customer care unit associated with the another processor, to a stream of ongoing network events of said network events, wherein said network events are associated with said identity of said subscriber;
recognize said ongoing network events of said stream which are associated with said identity of said subscriber;
provide updates comprising information regarding said recognized ongoing network events of said stream to said customer care unit associated with the another processor, wherein said processor is configured to provide the updates comprising the information regarding said recognized ongoing network events of said stream to said customer care unit, associated with the another processor, continuously in real-time, based on said ongoing network events of said stream recognized by said processor and said subscription provided by said processor, wherein provision of the updates comprising the information regarding said recognized ongoing network events continuously in the real-time is performed without continuously polling the data warehouse for fetching the information regarding said ongoing network events, which thereby reduces load on the access network and facilitates monitoring and resolution of issues related to said ongoing network events, and wherein the network events comprise a network event that is produced when an account of said subscriber is modified; and
receive, from the another processor associated with said customer care unit, a request to unsubscribe said customer care unit to said stream of said ongoing network events of the network events when the customer care data communication session has been inactive for a predetermined time period.

### Claim 20 (depends on 19)

The system according to claim 19, wherein the processor is further configured to provide a network event history comprising network events associated with said identity of said subscriber to said customer care unit.

### Claim 21 (depends on 19)

The system according to claim 19, wherein the identity of said subscriber comprises of at least one of: a Subscription-Id-Type Attribute Value Pair (AVP), a Mobile Subscriber Integrated Services Digital Network (MSISDN), an International Mobile Subscriber Identity (IMSI), a Network Access Identifier (NAI), or a Session Initiation Protocol (SIP) Uniform Resource Identifier (URI).

### Claim 22 (depends on 19)

The system according to claim 19, wherein the identity of said subscriber is an internet user account.

### Claim 23 (depends on 19)

The system according to claim 19, wherein said processor is further configured to communicate with the customer care unit using a diameter based protocol.

### Claim 24 (depends on 19)

The system according to claim 19, wherein said processor is further configured to receive said ongoing network events of said stream by using one or more Call Data Records (CDRs) and/or by using a diameter based protocol.

### Claim 25

A system for providing information regarding network events which are associated with a subscriber in an access network, said system comprising:
a data warehouse comprising a processor configured to receive and store the information referring to said network events;
a network element configured to send information referring to one or more network events of said network events to said data warehouse, said one or more network events of said network events being triggered by one or more communications between a terminal of said subscriber and said network element; and
a customer care unit comprising another processor configured to initiate a customer care data communication session between said data warehouse and an agent communication unit based on an identity of said subscriber, wherein said customer care unit is further configured to request, from said data warehouse, a subscription to a stream of ongoing network events of the network events associated with said subscriber,
wherein said data warehouse is configured to subscribe to the stream of the ongoing network events of the network events based on the request from said customer care unit, wherein content of said stream refers to said identity of said subscriber,
wherein said data warehouse is further configured to provide updated information to said customer care unit, based on said ongoing network events of said stream continuously in real-time, wherein the provision of the updated information regarding said ongoing network events continuously in the real-time is performed without continuously polling said data warehouse for fetching the information regarding said ongoing network events, which thereby reduces load on the access network and facilitates monitoring and resolution of issues related to said ongoing network events, and wherein the network events comprise a network event that is produced when an account of said subscriber is modified, and
wherein said data warehouse is further configured to receive, from the another processor of said customer care unit, a request of unsubscribing the another processor of said customer care unit to said stream of said ongoing network events of the network events when the customer care data communication session has been inactive for a predetermined time period.