Method and system for advanced customer bug reporting
AssigneeARRIS Enterprises LLC
InventorsVinod Jatti, Murali S. Sahasranaman, Virendra Singh
Life of this patent
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Abstract
A method and system are disclosed for capturing observations of customer-premise equipment or customer-provided equipment (CPE) devices. The method includes reporting a problem detect by a user during use of a customer-premise equipment or customer-provided equipment (CPE) device with one or more specific buttons on a remote controller; and entering the problem into a log with a timestamp.
Claims20
A method for capturing observations of customer-premise equipment or customer-provided equipment (CPE) devices, the method comprising:
- receiving a user report indicating a problem detected by a user during use of a customer-premise equipment or customer-provided equipment (CPE) device, the user report being received in response to activation of one or more specific buttons on a remote controller;
- entering the user report into a log with a timestamp;
- identifying one or more other customer-premise equipment or customer-provided equipment (CPE) devices involved in the problem;
- in response to entering the user report into the log, determining the customer-premise equipment or customer-provided equipment (CPE) device is presently active:
- in response to determining the customer-provided equipment (CPE) device is presently active, contacting the customer-premise equipment or customer-provided equipment (CPE) device;
- and
- obtaining additional details or logs about the problem from the customer-provided equipment (CPE) device.
A system for capturing observations of users of customer-premise equipment or customer-provided equipment (CPE) devices, the system comprising:
- a customer-premise equipment or customer-provided equipment (CPE) device;
- and
- a remote controller, the remote controller configured to:
- receive a user report indicating a problem detected by a user during use of the customer-premise equipment or customer-provided equipment (CPE) device, the user report being received in response to activation of one or more specific buttons on the remote controller,
- enter the user report into a log with a timestamp, and
- identify one or more other customer-premise equipment or customer-provided equipment (CPE) devices involved in the problem;
- in response to entering the user report into the log, determine the customer-premise equipment or customer-provided equipment (CPE) device is presently active:
- in response to determining the customer-provided equipment (CPE) device is presently active, contact the customer-premise equipment or customer-provided equipment (CPE) device;
- and
- obtain additional details or logs about the problem from the customer-provided equipment (CPE) device.
Dependencies are inferred from the claim text.