CN113434521A - Method and system for facilitating the provision of telecommunications-related services - Google Patents

Abstract

A method and related system for facilitating the provision of telecommunications-related services is disclosed. The method uses a portable electronic device and the system includes the portable electronic device. The portable electronic device is arranged to receive at the service site: a test result relating to a telecommunications-related service provided at the service site, and an electronic signature of a user of the telecommunications-related service.

Description

Method and system for facilitating the provision of telecommunications-related services

Technical Field

The present invention relates to a method and related system for facilitating the provision of telecommunications-related services.

Background

Telecommunication service providers are known to provide on-site support services to users (customers). These field support services may include, for example, installation or maintenance of telecommunications equipment.

Typically, when a user makes a service request, an engineer or team of engineers will visit the service site to perform the installation or maintenance. Preparation work needs to be done before accessing the service site. For example, an engineer's schedule must be determined to set the time to visit the site, new equipment may need to be purchased for installation, paper forms (e.g., test record forms, agreement forms, service acceptance forms) need to be prepared, and so forth. During the visit to the service site, especially after completion of the service or installation, a paper form must be filled in. It may be desirable to use the form to gather other information or satisfaction assessments from the user. After the visit (typically the next day after the visit), the information collected on the form will be entered into the database system for recording and maintenance. Obviously, the entire process and workflow is complex, can be tiring, and is prone to error.

There is therefore a need to improve the above procedure to facilitate the provision of telecommunication related services.

Disclosure of Invention

In a first aspect of the invention, a method is provided for facilitating provision of telecommunications-related services using a portable electronic device. The telecommunication-related services are provided by telecommunication service providers. The portable electronic device may be a handheld device or a wearable device. The portable electronic device may be a portable computer, a tablet computer, a telephone, a watch, glasses, etc. The portable electronic device may be a dedicated electronic device specifically designed for the functions of one or more embodiments of the first aspect, or it may be a general-purpose device operable to perform the functions of one or more embodiments of the first aspect.

In one embodiment of the first aspect, the method includes receiving, at a service site, a test result associated with a telecommunications-related service provided at the service site at a portable electronic device; and receiving, at the service site, an electronic signature of a user of the telecommunications-related service via the portable electronic device. The test result may be the result of a single test or may be a collection of the results of multiple tests. Receipt of the live electronic signature can facilitate maintenance of the electronic service record and reduce errors in the process (e.g., errors due to manual means such as using a pen and paper).

In one embodiment of the first aspect, the method further comprises transmitting the electronic signature received at the portable electronic device to a remote server in communication with the portable electronic device. Optionally, the method further comprises updating the record in the database of the remote server after receiving the electronic signature from the portable electronic device. In an embodiment of the first aspect, the transmission is made at a serving site. The communication between the remote server and the portable electronic device is wireless. The remote server is remote from the portable electronic device (and thus is referred to as a "remote" server). The remote server may include one or more distributed or non-distributed processors. The remote server may be part of a cloud computing network. The transmission of the electronic signature to the remote server facilitates seamless updating of the service record. The transmission of the live electronic signature may ensure that the service record is faster and easier to update.

In one embodiment of the first aspect, the method further comprises using the test device at the service site to determine a test result for the telecommunications-related service provided at the service site. The test device may comprise or may be a portable electronic device. In embodiments where the test device comprises/is a portable electronic device, the step of determining the test result and the step of receiving the test result may overlap partially or completely. The test device may be a dedicated test device, a computer, or may be any type of device similar/identical to the portable electronic device.

In one embodiment of the first aspect, the test results are received at a manual input device of the portable electronic device after the test results are determined. The manual input device may be a keyboard, keypad, button, actuator, touch sensitive screen (which provides, for example, a virtual keyboard, button, etc.) arranged to receive manual user input, and the like. Receipt of the test results at the portable electronic device facilitates recording or memorializing the test results and may provide a backup record.

In one embodiment of the first aspect, the test device communicates with a portable electronic device. The communication between the test device and the portable electronic device may be wired or wireless. In one embodiment, the method further comprises receiving, at the portable electronic device, the test results, either wirelessly or wirelessly transmitted from the test device. This helps to record and maintain test results.

In one embodiment of the first aspect, the method further comprises transmitting the test results received at the portable electronic device to a remote server. The test result and the electronic signature may be transmitted to a remote server simultaneously or sequentially (where the test result is transmitted first and then the electronic signature is transmitted). Optionally, the method further comprises updating the record in the database of the remote server after receiving the test result from the portable electronic device. In one embodiment of the first aspect, the transmission is made at a serving site. This helps to record and maintain test results.

In an embodiment of the first aspect, the test result comprises one or more parameters associated with one or more of: the result of the ping test, the result associated with the throughput of the telecommunications network and the result associated with the speed or delay of the telecommunications network. The telecommunications network may be a wired communication network or a wireless communication network.

In an embodiment of the first aspect, the telecommunications-related service includes one or more of installation of telecommunications equipment, replacement of telecommunications equipment, and repair of telecommunications equipment. The telecommunications device may include (one or more of): routers, network interfaces, network controllers, network switches, network bridges, network hubs, modems, video conferencing equipment, and gateways.

In one embodiment of the first aspect, the method further comprises generating, at the service site, a spreadsheet at the portable electronic device. A spreadsheet may be generated based on the received test results. The spreadsheet includes electronic signature entries, and optionally a display of test results. The method also includes displaying the spreadsheet (with or without the test results) on a display of the portable electronic device at the service site. Thus, for example, when the user is satisfied with the provided test results or services, the spreadsheet may be viewed by the user of the telecommunications-related service and, thus, the entry for the electronic signature may be signed by the user.

In one embodiment of the first aspect, the method further comprises analyzing the test results at the portable electronic device.

In one embodiment of the first aspect, the method further comprises comparing the test result with one or more predetermined reference results, for example using the portable electronic device, and providing an alert at the portable electronic device at the service site when it is determined that the test result does not match the predetermined reference results. The test result does not match the predetermined reference result when, for example, it is determined that the value of the test result exceeds a predetermined range or exceeds a predetermined threshold. In one example, when it is determined that the test result and the predetermined reference result do not match, a spreadsheet having an entry for the electronic signature is not generated or the entry for the electronic signature is disabled. This may prevent or even eliminate the chance of fraud.

In one embodiment of the first aspect, the method further comprises transmitting the analyzed test results from the portable electronic device to a remote server. Optionally, the method further comprises updating the record in the database of the remote server after receiving the analyzed test results from the portable electronic device. The transmission may be at a serving site. This helps to record and maintain the test results of the analysis.

In an embodiment of the first aspect, the method further comprises transmitting the analyzed test results and optionally associated data from the portable electronic device to a portable printer to print a label with the analyzed test results and optionally associated data. The transmission may be performed at a service site, and the portable printer may be in the service site. The label may be a paper label, plastic label, sticker, or the like printed, engraved, or otherwise including relevant information. The label may be applied to a telecommunications device that has been tested. The tag may be readable by a portable electronic device.

In one embodiment of the first aspect, the method further comprises transmitting the test results from the test device or the portable electronic device to a portable printer at the service site to print the label with the test results. The label may be a paper label, plastic label, sticker, or the like printed, engraved, or otherwise including relevant information. The label may be applied to a telecommunications device that has been tested. The tag may be readable by a portable electronic device.

In one embodiment of the first aspect, the method comprises: at the portable electronic device, an address of a service site that provides or is to provide a telecommunication-related service is determined. The method further comprises the following steps: using a location determination module (e.g., a GPS module) of the portable electronic device, the location at which the portable electronic device is located is determined after the address is determined. The method also includes displaying a map image of the address on a display of the portable electronic device using a map service accessible by the portable electronic device based on the determined address and the determined location. This map selection function allows for automatic selection and use of the appropriate map to provide address information, thereby eliminating the opportunity for errors due to inaccurate or unavailable map services at certain locations. The map service may be an online map service or an offline map service. The map service may be an application installed in the portable electronic device.

In one embodiment of the first aspect, the method further comprises selecting one of a plurality of map services accessible to the portable electronic device to display the map image. Each map service may be associated with one or more predetermined locations or one or more predetermined addresses. The selection may be made automatically by the portable electronic device, optionally based on predetermined preferences (e.g., predefined by the user). Alternatively, the selection may be manual, for example based on user input received at the portable electronic device. This again helps to provide address information. For example, a map service that works well in the united states may not work in china, while another service that works well in china may not work in the united states. By selecting the most appropriate mapping service to use (e.g., automatically or manually), errors are reduced, time is saved, and operating efficiency is improved.

In one embodiment of the first aspect, determining the address of the service site includes receiving (or retrieving) the address of the service site from a remote server in communication with the portable electronic device.

In one embodiment of the first aspect, the method further comprises receiving, at an input device of the portable electronic device, a user input to switch to another map service to display the map image; and displaying a map image of the address on a display of the portable electronic device using the another map service in accordance with the user input. This allows to override the originally selected mapping service. This may be useful in situations where the map service is temporarily unavailable or the user wants to reference another map service.

In an embodiment of the first aspect, the method further comprises: a request for a device (e.g., a telecommunications device) to be installed at a service site is received at a portable electronic device or a remote server in communication with the portable electronic device. The method also includes determining an availability of the requested device from an inventory database of the remote server; and ordering the device using an ordering module of the remote server when the requested device is determined to be unavailable from the inventory database. The subscription may be automatic upon determining that the requested device is not available. This facilitates timely ordering and preparation of service equipment. The telecommunications device may include (one or more of): routers, network interfaces, network controllers, network switches, network bridges, network hubs, modems, video conferencing equipment, and gateways.

In one embodiment of the first aspect, the method further comprises associating the subscribed device with an identifier and a service site; and storing, at the remote server, information associated with the subscribed device and the identifier. The association may be based on user input received at the portable electronic device or at a remote server. The identifier may comprise a barcode or a QR code. Thus, the records of the device can be tracked more easily or efficiently. The barcode or QR code may be read by the portable electronic device to facilitate maintenance and repair. The identifier may be readable by the portable electronic device.

In one embodiment of the first aspect, the method further comprises receiving the subscribed device. The inventory database may be updated manually or automatically upon receipt of the ordered device.

In one embodiment of the first aspect, the inventory database is updated with information associated with the ordered device and the identifier.

In one embodiment of the first aspect, the method further comprises generating a label with information associated with the ordered device and/or identifier using a label generator; and attaching the generated tag to the received ordering device. The generating step and/or the attaching step may be performed at the service site or outside the service site. The label may comprise a paper label, plastic label, sticker, or the like printed, engraved, or otherwise provided with relevant information. In one example, the label comprises a sticker or sticker printed, engraved, or otherwise including information associated with the ordered device and/or identifier. The label generator may be a portable printer. This arrangement allows the device to be marked with test results, which may facilitate subsequent inspection or maintenance. The tag may be readable by a portable electronic device.

In a second aspect of the invention, there is provided a system for implementing the method of the first aspect. The system may include one or more of: the portable electronic device of the first aspect, the remote server of the first aspect, the testing device of the first aspect, the portable printer of the first aspect and the label generator of the first aspect. The portable electronic device, the remote server, the testing device, the portable printer and the label generator are arranged to be directly or indirectly communicatively connectable. Their communication is preferably based on wireless communication. The tag may be readable by a portable electronic device.

In a third aspect of the invention, a system for facilitating provision of telecommunications-related services is provided. The telecommunication-related services are provided by telecommunication service providers. The system includes a portable electronic device. The portable electronic device may be a handheld device or a wearable device. The portable electronic device may be a portable computer, a tablet computer, a telephone, a watch, a glass, etc. The portable electronic device may be a dedicated electronic device specifically designed for the functions of one or more embodiments of the third aspect, or it may be a general-purpose device operable to perform the functions of one or more embodiments of the third aspect. The portable electronic device may include one or more processors, one or more memories/memories, one or more input devices (for receiving input), one or more output devices (for providing output), one or more communication devices (for wired or wireless communication), and the like.

In an embodiment of the third aspect, the portable electronic device is arranged to: receiving, at a service site, test results associated with a telecommunications-related service provided at the service site; and receiving at the service site an electronic signature of a user of the telecommunications-related service. The test result may be the result of a single test or may be a collection of the results of multiple tests.

In an embodiment of the third aspect, the portable electronic device is further arranged to communicate with a remote server and to transmit the received electronic signature and/or test result to the remote server. In one embodiment of the third aspect, the transmitting is performed at a serving site.

In one embodiment of the third aspect, the system further comprises a remote server. The communication between the remote server and the portable electronic device is wireless. The remote server is remote from the portable electronic device (hence the name "remote" server). The remote server may include one or more distributed or non-distributed processors. The remote server may be part of a cloud computing network. The remote server is arranged to update the records in its database after receiving the electronic signature from the portable electronic device.

In an embodiment of the third aspect, the system further comprises a testing device arranged to determine, at the service site, a test result of the telecommunications-related service provided at the service site. The test device may be a dedicated test device, a computer, or may be any type of device similar/identical to the portable electronic device.

In an embodiment of the third aspect, the portable electronic device is further arranged to communicate with the testing device and to receive the test results transmitted from the testing device. The communication between the test device and the portable electronic device may be wired or wireless. In one embodiment, the portable electronic device is further arranged to receive the test results transmitted from the testing device, either wired or wirelessly.

In an embodiment of the third aspect, the portable electronic device is further arranged to determine, at the service site, a test result of the telecommunications-related service provided at the service site. In this case, the determination of the test result and the reception of the test result may partially or completely overlap.

In an embodiment of the third aspect, the portable electronic device is further arranged to receive the test results via manual user input. In one embodiment of the third aspect, the test results are received at a manual input device of the portable electronic device after the test results have been determined. The manual input device may be a keyboard, keypad, button, actuator, touch sensitive screen (which provides, for example, a virtual keyboard, button, etc.) arranged to receive manual user input, and the like.

In one embodiment of the third aspect, the portable electronic device may be arranged to transmit the test result and the electronic signature to the remote server simultaneously or sequentially (wherein the test result is transmitted first and the electronic signature is transmitted thereafter). Optionally, the remote server is arranged to update the record in the database of the remote server after receiving the test result and the electronic signature from the portable electronic device. The transmission may be performed at the serving site.

In one embodiment of the third aspect, the test results include one or more parameters associated with one or more of: the result of the ping test, the result associated with the throughput of the telecommunications network and the result associated with the speed or delay of the telecommunications network. The telecommunications network may be a wired communication network or a wireless communication network.

In one embodiment of the third aspect, the telecommunications-related service includes one or more of installation of telecommunications equipment, replacement of telecommunications equipment, and repair of telecommunications equipment. The telecommunications device may include (one or more of): routers, network interfaces, network controllers, network switches, network bridges, network hubs, modems, video conferencing equipment, and gateways.

In one embodiment of the third aspect, the portable electronic device is further arranged to generate a spreadsheet at the service site. A spreadsheet may be generated based on the received test results. The spreadsheet includes entries for electronic signatures, and optionally a display of test results. The portable electronic device is further arranged to display at the service site a spreadsheet for receiving the electronic signature. Thus, the spreadsheet (with or without test results) may be viewed by a user of the telecommunications-related service, and the electronically signed entry may thus be signed by the user (e.g., when the user is satisfied with the test results or the service provided).

In an embodiment of the third aspect, the portable electronic device is further arranged to analyze the test results. The portable electronic device may be arranged to transmit the analyzed test results to a remote server. The remote server may be arranged to update the record in the database of the remote server after receiving the analyzed test results from the portable electronic device. The transmission may be performed at the serving site.

In an embodiment of the third aspect, the portable electronic device may be arranged to send the analysed test results and optionally associated data to a portable printer to print a label using the analysed test results and optionally associated data. The transmission may be performed at a service site, and the portable printer may be in the service site. The label may be a paper label, plastic label, sticker, or the like printed, engraved, or otherwise including relevant information. The tag may be readable by a portable electronic device.

In an embodiment of the third aspect, the portable electronic device is further arranged to compare the test results with one or more predetermined reference results and to provide an alert when the test results and the predetermined reference results are determined not to match at the service site. The test result does not match the predetermined reference result when, for example, it is determined that the value of the test result exceeds a predetermined range or exceeds a predetermined threshold. In one example, when it is determined that the test result and the predetermined reference result do not match, a spreadsheet having an entry for the electronic signature is not generated or the entry for the electronic signature is disabled.

In an embodiment of the third aspect, the portable electronic device is further arranged to determine an address of a service site providing or about to provide the telecommunications-related service; determining a location where the portable electronic device is located after determining the address; and displaying a map image of the address using a map service accessible by the portable electronic device based on the determined address and the determined location. The map service may be an online map service or an offline map service. The map service may be an application installed in the portable electronic device.

In an embodiment of the third aspect, the portable electronic device is further arranged to select one of a plurality of map services accessible by the portable electronic device to display the map image. Each map service may be associated with one or more predetermined locations or one or more predetermined addresses. The selection may be made automatically by the portable electronic device (optionally based on predetermined preferences). Alternatively, the selection may be manual (e.g., based on user input received at the portable electronic device). The association may be stored in the portable electronic device or may be stored in a remote server.

In an embodiment of the third aspect, the portable electronic device is arranged to receive (or retrieve) an address of the service site from a remote server in order to determine the address of the service site.

In an embodiment of the third aspect, the portable electronic device is further arranged to: receiving a user input to switch to another map service to display a map image; and displaying the map image of the address using the another map service according to the user input.

In an embodiment of the third aspect, the portable electronic device and/or the remote server is further arranged to receive a request for a device (e.g. a telecommunications device) to be installed at the service site. The telecommunications device may include (one or more of): routers, network interfaces, network controllers, network switches, network bridges, network hubs, modems, video conferencing equipment, and gateways.

In an embodiment of the third aspect, the remote server is further arranged to: determining availability of the requested device from an inventory database of a remote server; and ordering the requested device using an ordering module of the remote server when it is determined from the inventory database that the device is not available. The subscription may be automatic upon determining that the requested device is not available.

In an embodiment of the third aspect, the remote server is further arranged to: associating the subscribed device with the identifier and the service site; and storing information associated with the subscribed device and the identifier. The association may be based on user input received at the portable electronic device or at a remote server. The identifier may comprise a barcode or a QR code. The barcode or QR code may be read by the portable electronic device to facilitate maintenance and repair. The identifier may be readable by the portable electronic device.

In an embodiment of the third aspect, the remote server is further arranged to update the inventory database after receiving the ordered device.

In one embodiment of the third aspect, the inventory database is updated with information associated with the ordered device and the identifier.

In one embodiment of the third aspect, the system further comprises a tag generator arranged to communicate with the remote server and to generate a tag having information associated with the ordered device and/or identifier. The generated tag is used to attach to the receiving ordering device. The label may comprise a paper label, plastic label, sticker, or the like printed, engraved, or otherwise including the relevant information. In one example, the label comprises a sticker or sticker printed, engraved, or otherwise including information associated with the ordered device and/or identifier. The label generator may be a portable printer. The tag may be readable by a portable electronic device.

Other features and aspects of the present invention will become apparent by consideration of the detailed description and accompanying drawings. Any feature described herein with respect to one aspect or embodiment may be combined with any other feature described herein with respect to any other aspect or embodiment, where appropriate and applicable.

Drawings

Embodiments of the invention will now be described, by way of example, with reference to the accompanying drawings, in which:

FIG. 1 is a flow diagram illustrating a general process for performing telecommunications-related services for a service site in one embodiment of the invention;

FIG. 2 is a schematic diagram illustrating a system for facilitating the provision of telecommunications-related services in one embodiment of the present invention;

figure 3A is a schematic diagram of a portable electronic device arranged for use in the system of figure 2;

FIG. 3B is a schematic diagram of a computing device arranged for use in the system of FIG. 2;

FIG. 4 is a block diagram of an information handling system (e.g., the portable electronic device of FIG. 3A, the computing device of FIG. 3B) used in the system of FIG. 2;

FIG. 5 is a functional block diagram of a server in the system of FIG. 2;

FIG. 6 is a functional block diagram of a portable electronic device in the system of FIG. 2;

FIG. 7 is a schematic diagram illustrating a system for facilitating the provision of telecommunications-related services in one embodiment of the present invention;

FIG. 8 is a flow diagram illustrating a method for facilitating the provision of telecommunications-related services in one embodiment of the present invention;

FIG. 8A is a schematic flow chart diagram illustrating the implementation of the method of FIG. 8 in one embodiment of the invention;

FIG. 9 is a flow diagram illustrating a method for facilitating the provision of telecommunications-related services in one embodiment of the present invention;

FIG. 9A is a schematic flow chart diagram illustrating the implementation of the method of FIG. 9 in one embodiment of the invention;

FIG. 9B is a schematic flow chart diagram illustrating another implementation of the method of FIG. 9 in one embodiment of the invention;

FIG. 10 is a flow diagram illustrating a method for facilitating the provision of telecommunications-related services in one embodiment of the present invention;

FIG. 11A is a screen shot of an application running on a portable electronic device for implementing a method for facilitating the provision of telecommunications-related services in one embodiment of the present invention;

FIG. 11B is a screen shot of an application running on a portable electronic device for implementing a method for facilitating the provision of telecommunications-related services in one embodiment of the present invention;

FIG. 11C is a screen shot of an application running on a portable electronic device for implementing a method for facilitating the provision of telecommunications-related services in one embodiment of the present invention;

FIG. 11D is a screen shot of an application running on a portable electronic device for implementing a method for facilitating the provision of telecommunications-related services in one embodiment of the present invention;

FIG. 11E is a screen shot of an application running on a portable electronic device for implementing a method for facilitating the provision of telecommunications-related services in one embodiment of the present invention;

FIG. 11F is a screen shot of an application running on a portable electronic device for implementing a method for facilitating the provision of telecommunications-related services in one embodiment of the present invention; and

FIG. 11G is a screen shot of an application running on a portable electronic device for implementing a method for facilitating the provision of telecommunications-related services in one embodiment of the present invention.

Detailed Description

Fig. 1 shows a general process 100 for performing telecommunications-related services for a service site in one embodiment of the invention. Process 100 begins at step 102. In step 102, a telecommunications related service (installation, maintenance, etc.) request is received from a user. The service request may be received via a service hotline of the service provider to which the user dials, via a web page or portal (portal) of the service provider, or via a subscription made by the user in person at a service center of the service provider. The request may be a regular maintenance or service request prearranged with the user. After receiving the service request, the service provider then prepares to provide the service, for example, by setting a time to access the user's service site (site in need of service), allocating resources (human resources, equipment, shipping arrangements, etc.).

Process 100 then proceeds to step 104. In step 104, a service is performed at a service site (e.g., an engineer or team of engineers assigned by a service provider). Services may include installation, replacement, repair, removal, inspection, etc. of telecommunications equipment, telecommunications networks, etc.

After completing the service or partially completing the service, process 100 then proceeds to step 106. Here, the engineer performs an evaluation or test at the service site to evaluate or determine the effectiveness of the service. In one example, after installing the router in step 104, the engineer may test the operational speed, operational throughput, operational latency, operational safety, etc. of the installed router. If it is determined that the effectiveness of the service is insufficient (e.g., network performance fails to meet certain standard reference values), the engineer may perform further services to attempt to resolve the functional insufficiency. The evaluation or testing can be performed again and the maintenance can be performed again until a satisfactory result is obtained. However, in some cases, satisfactory results are not obtained despite repeated attempts.

In step 108, the user will be asked to provide feedback as to whether he/she is satisfied with the performed service, when the service at the service site is about to end. This may include the user viewing the evaluation or test results to determine whether the evaluation or test results are satisfactory. Of course, the satisfaction of the user may not only be based on the evaluation or test results, but may also be based on other factors, such as satisfaction with the attitude of the engineer, the time required to perform the service, the timekeeping of the engineer, etc. In one example that is not part of the present invention, a user may be presented with a paper form in the field to sign, provide comments or information, or otherwise indicate that he/she would like to accept the service task satisfactorily. In one embodiment of the invention, a spreadsheet is presented to a user on-site via a portable electronic device belonging to a service provider to provide electronic signatures, comments, or information to accept completed service tasks as satisfactory.

If the user deems the completed service task unsatisfactory, the user may reject the service, for example, by not signing the provided form (e.g., spreadsheet) in step 110A. Alternatively, the user may reject the service, e.g. by making a corresponding indication on a table.

If the user believes that the completed service task is satisfactory, the user may accept the service, for example, by signing the provided form (e.g., spreadsheet) in step 110B. Alternatively, the user may accept the service, for example by making a corresponding indication on a table.

Thereafter, the process proceeds to step 112. In step 112, the service provider's record is updated based on the user's response in step 110A or 110B. If the form is a paper/printed form (not part of the present invention), the updating of the record may include entering the corresponding comments or information collected from the user into a service provider's computer server. This is typically performed some time (e.g., days or even weeks) after the service task/job is completed. If the table is a spreadsheet, the updating of the record may include, as in the present embodiment: the respective comments or information collected from the user is transmitted via the portable electronic device to a computer server of the service provider with reduced or even no manual intervention by the user.

In one embodiment, if the user declines the service, after step 112, method 100 may return to step 104. In step 104, another service is performed at the service site, e.g., performed at another time by an engineer or team of engineers assigned by the service provider. The service may include resolving previous problems associated with previous services, in addition to other possible actions in said step 104.

Fig. 2 illustrates a system 200 for facilitating the provision of telecommunications-related services in one embodiment of the invention. The telecommunications related service may be the service described in relation to fig. 1. The system 200 comprises a server 202 and different electronic devices (by different parties/users (with different access rights)) arranged to access the server 202. These various electronic devices are in wired or wireless communication with the server 202.

Referring to fig. 2, a server 202 is arranged to wirelessly communicate with a portable electronic device 204 (e.g., of a service provider) at a service site. The portable electronic device 204 may transmit information, data, or commands to the server 202 for storage, retrieval of information, processing of information, and the like. The server 202 may provide information, data, or commands to the portable electronic device 204 for use by the portable electronic device 204 in the field (e.g., a service site). A portable label generator/printer (e.g., bar code printer, sticker printer, etc.) 208 and/or testing equipment 206 (e.g., wire/cable tracker, wire/cable finder, wire/cable tester, network detector/checker, computer, etc.; the wire/cable may be an electrical or optical communication wire/cable) may be provided as part of the system 200. The portable label printer 208 is arranged to print or otherwise generate a label or sticker at the service site for use at the service site (e.g., for attachment to a telecommunications device installed as part of the service). The testing device 206 may be used to perform an evaluation or test at the service site to evaluate or determine the effectiveness of the service, similar to that described with respect to fig. 1. In one embodiment, one or both of the portable label printer 208 and the testing device 206 may be in wired or wireless communication with the portable electronic device 204, which in turn, the portable electronic device 204 is in communication with the server 202. In other words, one or both of the portable label printer 208 and the testing device 206 may not communicate directly with the server 202. The tag may be read by the portable electronic device 204.

With continued reference to fig. 2, the server 202 is also arranged to communicate, wired or wirelessly, with a user's or user-accessible computing device 210. Computing device 210 allows a user to access server 202, for example, to plan or submit service requests, to pay for services offered or to be offered, to access records, data, or information related to his/her or his/her service site. The server 202 is also arranged to be in wired or wireless communication with a computing device 212 accessible by inventory management personnel of the service provider. The computing device 212 allows inventory management personnel to enter, retrieve, service, or otherwise manage inventory records (stored in a server) associated with the devices 220 of a service provider, user, service site, or the like. Inventory management personnel may access the server 202 through the computing device 212 to order a new device 220, log out a device that is obsolete, faulty, out of date, sold, etc., or update the status of a device (e.g., installed, rented, sold, etc.). Server 202 is also arranged to communicate, wired or wirelessly, with a computing device 214 accessible by a service provider's oversight team. The computing device 214 allows an administrator or expert (accountant, engineer, auditor, etc.) employed by or associated with the service provider to access, modify (add or delete), extract, retrieve, etc. information related to one or more services in the server 202, such as service records, financial records, inventory records, employee records, etc. The computing device 214 may also allow an administrator or expert to change access rights for different users, employees, etc. As can be seen in FIG. 2, server 202 plays an important role in the operation of system 200.

Fig. 3A is a schematic diagram of a portable electronic device 300A arranged for use in the system 200 of fig. 2. Here, the portable electronic device 300A is in the form of a mobile phone (smartphone) or tablet computer. The mobile phone/tablet computer includes a processor and a memory. It also includes a touch sensitive screen 302A and one or more physical or virtual buttons 304A for receiving input and displaying output. The mobile phone/tablet computer has a communication device (e.g., a communication chip) for communicating with one or more of the server 202, the portable printer 208, the testing device 206, the computing devices 210, 212, 214, 300B, etc.

Fig. 3B is a schematic diagram of a computing device 300B arranged for use in the system 200 of fig. 2. Here, computing device 300B is in the form of a desktop computer. The desktop computer includes a processor and memory. It also includes a display screen 302B for displaying information, a keyboard and mouse 306B for receiving user input, and a host 308B having a communication device (e.g., a communication chip) for communicating with one or more of the server 202, the portable printer 208, the test device 206, the portable electronic devices 204, 300A, the other computing devices 210, 212, 214, etc. The processor and memory may be integrated with the host 306B and/or the display screen 302B.

FIG. 4 illustrates an exemplary information handling system 400 that may be used as (or as part of) a server, computing device, portable electronic device, test device, or other information handling system in one embodiment of the invention. The information processing system 400 may be used as (or as part of) the server 202, the computing devices 210, 212, 214, 300B, the portable electronic devices 204, 300A, or the testing device 206 in fig. 2-3B. Information handling system 400 may have various configurations, forms, shapes, sizes, etc., but generally includes components necessary to receive, store, and execute appropriate computer instructions, commands, or code. The main components of the information handling system 400 are a processor 402 and a memory 404. The processor 402 may be formed of one or more CPUs, MCUs, controllers, logic circuits, raspberry Pi chips, and the like. The memory 404 may include: one or more volatile memory units (e.g., RAM, DRAM, SRAM), one or more non-volatile units (e.g., ROM, PROM, EPROM, EEPROM, FRAM, MRAM, FLASH, SSD, NAND, and NVDIMM), or any combination thereof. Optionally, information handling system 400 also includes one or more input devices 406, such as a keyboard, a mouse, a stylus, an image scanner, a microphone, a tactile input device (e.g., a touch sensitive screen), and an image/video input device (e.g., a camera). The information handling system 400 may also include one or more output devices 408, such as one or more displays (e.g., a monitor), speakers, disk drives, headphones, earphones, a printer, a 3D printer, and so forth. The display may include an LCD display, an LED/OLED display, or any other suitable display that may or may not be touch sensitive. The information handling system 400 may further include one or more disk drives 412, which may include a solid state drive, a hard disk drive, an optical disk drive, a flash memory drive, and/or a tape drive. A suitable operating system may be installed in information handling system 400, for example, on disk drive 412 or in memory 404. The memory 404 and disk drive 412 may be operated by the processor 402. The information handling system 400 also optionally includes a communication device 410 for establishing one or more communication links (not shown) with one or more other computing devices (e.g., servers, personal computers, terminals, tablets, telephones, or other wired, wireless, or handheld/wearable computing devices). The communication device 410 may be a modem, a Network Interface Card (NIC), an integrated network interface, a radio frequency transceiver, an optical port, an infrared port, a USB connection, or other wired or wireless communication interface. The communication link may be wired or wireless for communicating commands, instructions, information and/or data. Preferably, the processor 402, memory 404, and optionally input device 406, output device 408, communication device 410, and disk drive 412 are interconnected via a bus, such as a Peripheral Component Interconnect (PCI) for PCI Express, a Universal Serial Bus (USB), a fiber optic bus, or other similar bus structure. In one embodiment, some of these components may be connected through a network, such as the internet or a cloud computing network. Those skilled in the art will appreciate that the information processing system 400 shown in fig. 4 is merely exemplary, and that information processing systems having different configurations may be applicable. Likewise, those skilled in the art will appreciate that information handling system 400 may include additional hardware modules not specifically shown.

Fig. 5 is a functional block diagram of a server 500 in one embodiment of the invention. The server 500 may be owned by a service provider. The server 500 may be used as the server 202 in the system 200 of fig. 2 and may include the basic construction of the information processing system 400 as described with respect to fig. 4. Those skilled in the art will appreciate that the various functional modules in the server 500 in fig. 5 may be implemented using hardware, software, and/or a combination thereof. Functional blocks are shown to facilitate an understanding of some aspects of the invention. Those skilled in the art will also appreciate that in other embodiments, server 500 may lack one or more of the illustrated functional modules, or server 500 may include one or more other functional modules not illustrated. Details of access to different modules by different parties (e.g., login, authentication, verification processes) are omitted for simplicity.

As shown in FIG. 5, the server 500 generally includes an inventory module 502 for managing inventory associated with a service provider and its users (customers), a user module 504 for managing users (customers) of the service provider, a service module 506 for managing services offered or to be provided by the service provider, and a staff member management module 508 for managing staff members (e.g., service engineers, inventory management staff members, administrators, etc.) of the service provider associated with providing the services.

Referring to FIG. 5, the inventory module 502 includes an inventory database 502A that stores inventory records. The inventory records may include records of telecommunications devices. In particular, inventory database 502A may store inventory records of users (customers) of the service provider and inventory records of the service provider itself. The user inventory record for each user may be a record that includes the following information associated with their device: model number, vendor information, device identifier (e.g., unique identifier), user's reference number, status, quantity, quality (e.g., test results), time-related information (purchase date, installation date, etc.), location-related information (past location, current location, future location), cost (purchase price, current value), service record, etc. The service provider's inventory records may include the following information associated with their devices: model number, vendor information, device identifier (e.g., unique identifier), user's reference number, status, quantity, quality (e.g., test results), time-related information (purchase date, installation date, etc.), location-related information (past location, current location, future location), cost (purchase price, current value), service record, etc. The user may access the inventory records of the corresponding user (customer) in inventory database 502A. The service provider's staff member or selected staff members may access the service provider's inventory records in inventor database 502A. Inventory database 502A may facilitate inventory management and auditing for users, service providers, or both.

The inventory module 502 also includes an inventory management module 502B. The inventory management module 502B may be accessed by a user or by inventory management personnel of a service provider to manage their respective inventory. Through this module 502B, records in the inventory database (e.g., the above-described information in the database 502A) may be maintained and updated. In one example, the inventory management module 502B may be accessed to create an association between a device and an identifier. Personnel of the service provider may assign an identifier (code, serial number, QR code, barcode, etc.) to the device to facilitate identification and tracking of the device. The identifier may be unique to each device. The identifier may be readable by the portable electronic device. In another example, the inventory management module 502B may be accessed to create a new entry for a new device required by the user and/or the service provider. In some embodiments, the information accessible (or editable) by the user may be less than the information accessible (or editable) by the staff members of the service provider through the inventory management module 502B.

In this embodiment, the inventory module 502 includes a subscription module 502C. Order module 502C is arranged to determine if any of the devices are out of stock or below a certain quantity and place an order for the device (e.g., send a purchase order to a selected supplier) upon determining that the device is out of stock or below a certain quantity. Additionally or alternatively, order module 502C may determine whether any devices are needed and place an order for the needed devices (e.g., send a purchase order to a selected supplier) upon determining that the devices are not present or available from inventory. Additionally or alternatively, order module 502C may place an order for the device (e.g., send a purchase order to a selected provider) upon receiving a request from the user to purchase the device. Thus, depending on the implementation, subscription module 502C may be accessible by personnel of the service provider or selected personnel, the user, or both. Before placing the order or after placing the order, module 502C may prompt personnel for such action. The purchase order may be sent automatically or semi-automatically (e.g., requiring a staff member to provide a confirmation command to the server). The purchase order may be sent temporarily (e.g., whenever demand is detected) or on a regulatory basis (e.g., at predetermined time intervals, to reach a predetermined amount of inventory that needs to be purchased, etc.). The purchase may be any form of transaction, including renting equipment, purchasing equipment, and the like. The subscription module 502C may simplify the inventory management and purchase process, allowing the device to be more easily used by a user or service provider.

Referring to fig. 5, the user module 504 includes a user database 504A that stores information of users (e.g., past, current, and/or potential customers) of the service provider. The information of the user may include one or more of: user name, user address, user identifier, user's service site (address, quantity, size), financial related information (user's credit/debit account, payment account, banking account), user's service record (e.g., signature record, feedback, complaints), user's reference information, user's contract, time related information (date of joining service, date of subscription, etc.), user's service plan, etc. The database 504A may be accessed by personnel of the service provider or selected personnel.

The user module 504 also has a user management module 504B. The user, a staff member of the service provider or a selected staff member may access the user management module 504B to manage the information in the database 504A. Through this module 504B, records in the database 504A (e.g., the above-described information in the database 504A) may be maintained and updated. The inventory management module 504B may be accessed to add new users, new service sites for existing users, new service records (upon completion of the service), and the like. In some embodiments, the information accessible (or editable) by the user may be less than the information accessible (or editable) by the service provider staff member through user management module 504B.

In this embodiment, the user module 504 includes a user relationship management module 504C. This module 504C may be accessed by customer service personnel of the service provider to assist in managing relationships with users, including potential users. User relationship management module 504C may analyze data obtained from database 504A about each individual user (e.g., their history, their service history, their payment records, etc.) to help improve the relationship with that particular user. For example, the user relationship management module 504C may determine a service site specific to the user and/or a service plan or package with a particular price or discount to better suit the particular needs of the user. The user relationship management module 504C may provide tailored newsletters, specific updates, support, etc. for each respective user. User relationship management module 504C may additionally or alternatively provide newsletters, general updates, advertisements, etc. to the public via email, social media, etc.

Referring to FIG. 5, the service module 506 includes a task database 506A, the task database 506A storing information related to service tasks performed or to be performed by the service provider. The information of the service task may include: task name, task reference number, associated user, service site address, time related information (e.g., service date and time, service duration, service frequency), task detailed information (desired service, desired equipment, user indicated special requirements, etc.). The staff member of the service provider or selected staff member may access the database 506A.

The service module 506 also has a task management module 506B. The task management module 506B may be accessible by a user or a service provider's staff member or selected staff members to manage the information in the database 506A. Through this module 506B, records in the database 506A (e.g., the above-described information in the database 506A) may be maintained and updated. The task management module 506B may be accessed to schedule a new service task, change the time or scope of a scheduled task, and so on. When a change made by the user is determined, the staff member may be alerted to the change. In some embodiments, the information accessible (or editable) by the user may be less than the information accessible (or editable) by the staff members of the service provider through the task management module 506B.

In this embodiment, the service module 506 includes a task assignment module 506C. This module 506C may be accessed by a service provider's administrative staff and/or service engineer to determine the service engineer's roster or task schedule (e.g., which and how many staff/to/at what time to perform the corresponding service task). In one example, the task assignment module 506C makes this determination based on the service engineer's work schedule, the location of the service site, the scope of the service tasks, and optionally other information (e.g., those in the database 506A) to determine the number of service engineers to assign to the tasks, the schedule of the tasks, and the like. The determined roster or schedule may be accessed and edited by an engineer or service management staff. For example, if the user submits a request for rescheduling, or if the service engineer becomes unavailable (e.g., ill), the task assignment module 506C will determine a new roster or schedule. In one example, the task assignment module 506C may assign multiple tasks to a service engineer within a day, with different service sites nearby. The task allocation module 506C may facilitate efficient use of human resources to satisfy the user.

Referring to fig. 5, staff member module 508 includes a staff member database 508A, which staff member database 508A stores information about staff members of the service provider. Staff member information may include: employee name, employee number, employee responsibility, employee position, employee office location, employee record, employee personal information, and the like. The database 508A may be accessed by administrative staff of the service provider or human resources staff. The clerk module 508 also has a clerk administration module 508B. The staff member management module 508B may be accessed by a service provider's management staff member or human resources staff member to manage the information in the database 508A. Through this module 508B, records in the database 508A (e.g., the above-described information in the database 508A) may be maintained and updated. Staff member management module 508B may be accessed to add new staff members, edit the roles of existing staff members, and so forth.

The server 500 also includes an account/audit module 510 and an access control module 512. The account/audit module 510 facilitates auditing of inventory, user accounts, service tasks, etc., and is accessible by account personnel or auditors of the service provider. Access control module 512 may be accessed or controlled by a system administrator or director to change the access rights of different employees, users or parties to different modules in server 500.

Those skilled in the art will appreciate that the functional modules may be combined or may be further divided according to functional definitions. For example, one or more of the databases 502A, 504A, 506A, 508A may be combined to form one database and one or more of the management modules 502B, 504B, 506B, 508B may be combined to form one management module. Additionally, the information in databases 502A, 504A, 506A, 508A may partially overlap, or databases 502A, 504A, 506A, 508A may be referenced to each other. The information in the management modules 502B, 504B, 506B, 508B may partially overlap or the management modules 502B, 504B, 506B, 508B may be referenced to each other. In some cases, one or more databases maintain separate records to prevent information tampering and improve security. In some cases, one or more management modules may maintain separate records to prevent information tampering and improve security. In some embodiments, each of the databases 502A, 504A, 506A, 508A may be accessed via one or more of the management modules 502B, 504B, 506B, 508B.

Fig. 6 is a functional block diagram of a portable electronic device 600 in one embodiment of the invention. The portable electronic device 600 may be used as the portable electronic device 204 in the system 200 of fig. 2 and may include the basic construction of the information processing system 400 as described with respect to fig. 4. Those skilled in the art will appreciate that the various functional blocks in the portable electronic device 600 in fig. 6 may be implemented using hardware, software, and/or a combination thereof. Functional blocks are shown to facilitate an understanding of some aspects of the invention. Those skilled in the art will also appreciate that in other embodiments, the portable electronic device 600 may lack one or more of the illustrated functional modules, or the portable electronic device 600 may include one or more other functional modules not shown.

The portable electronic device 600 includes a user module 602, a task module 604, a device module 606, a service module 608, and a location determination module 610. The user module 602 may provide information associated with the user, including the user's address, or any other similar information stored in the user database 504A of the server 500. The user module 602 may store this information locally or may simply retrieve the information from the server 500 for display. The task module 604 may include information associated with service tasks, particularly service tasks associated with personnel (e.g., engineers) who own or carry the device 600. The task module 604 may provide information associated with service tasks that have been performed or are to be performed, including information similar to that stored in the task database 506A of the server 500. The task module 604 may store the information locally or may simply retrieve the information from the server 500 for display. The equipment module 606 may include information associated with equipment or inventory, particularly equipment related to service tasks performed or to be performed. The equipment module 606 may provide information associated with equipment used to perform or about to perform service tasks, including information similar to that stored in the inventory database 502A of the server 500. The equipment module 606 may store this information locally or may simply retrieve the information from the server 500 for display.

The service module 608 may include information related to test results or forms for service tasks that have been performed or are to be performed. The service module 608 comprises a test module 608A arranged to record in the field the results of tests performed after or during the performance of a service task to evaluate the performed task. The test results may be input to the device 600 by field personnel via an input device (touch screen, keyboard, etc.) of the device 600, or may be received from one or more test devices in the field. In one embodiment, the test module 608A may be arranged to perform at least part of such a test to generate a test result. The test results recorded at test module 608A may be analyzed locally and/or easily transmitted to server 500 for storage, analysis, etc. The service module 608 also includes a signature/form module 608B arranged to receive a signature of a user, for example, on a spreadsheet displayed on an output device (touch screen) of the device 600. In one embodiment, if the live user is satisfied with the services provided, they will be required to sign (otherwise, the user does not have to provide a signature). The table may include other columns for collecting comments of the user. Upon receiving the electronic signature and optional comment, the signature/comment may be transmitted to server 500 for storage, such as at task database 506A.

The location determination module 610 may be implemented using hardware, software, or both. For example, the location determination module 610 may be embodied as a location sensor, such as a GPS sensor, a mobile network cellular tower location sensor, a Wi-Fi or bluetooth based location sensor, or as a geographic location API installed in or accessible through the device 600 or the server 500. The location determination module 610 is arranged to determine the location at which the device 600 is currently located and, optionally, the location of the serving site. The determined location may affect how information (e.g., the address of the service site) of the user is presented on the device 600, for example.

The server 500 and the portable electronic device 600 are arranged to interact with each other. For example, the portable electronic device 600 is arranged to access one or more management modules 502B, 504B, 506B, 508B of the server 500 to read/write information from/to one or more databases 502A, 504A, 506A, 508A. The portable electronic device 600 may be arranged to transmit information it holds to the server 500 for storage, analysis, etc. The portable electronic device 600 may be arranged to retrieve information from the server 500 for storage, analysis, etc. The analysis of data or information may be performed on the server 500, on the device 600, or partly on the server 500 and partly on the device 600.

Fig. 7 illustrates a system 700 for facilitating the provision of telecommunications-related services in one embodiment of the invention. The system 700 includes a server 702, a portable electronic device 704 in the form of a mobile phone/tablet computer, a testing device 706 and a barcode printer 708. The server 702 may be the disclosed server 202, 400, 500 and remote from the device 704 (and 706, 708). The portable electronic device 704 may be the disclosed portable electronic device 204, 300A, 400, 600. The test device 706 and the barcode printer 708 may be the test device 206 and the barcode printer 208. In this example, the barcode printer 208 is arranged to print a label having a QR code. In this embodiment, the communication link between the server 702 and the portable electronic device 704 is wireless, the communication link between the portable electronic device 704 and the testing device 706 is wireless, and the communication link between the portable electronic device 704 and the barcode printer 708 is wireless. In another embodiment, the communication link between the portable electronic device 704 and the testing device 706 is wired, and/or the communication link between the portable electronic device 704 and the barcode printer 708 is wired. The test device 706 and the barcode printer 708 communicate indirectly with the server 702 via the portable electronic device 704. During field service, all of the portable electronic device 704, the testing device 706, and the barcode printer 708 are primarily operated by the service provider's server engineer. All communication between these devices 702, 704, 706, 708 may be real-time or substantially real-time during field service operations.

Fig. 8 illustrates a method 800 for facilitating provision of telecommunications-related services in one embodiment of the invention. The method 800 generally relates to facilitating collection, presentation, recording, and maintenance of data and information (e.g., signatures) for field service.

The method 800 begins at step 802. In step 802, a service operation is performed at a service site, for example, by a service engineer of a service provider. After completing the service or partially completing the service, the process 800 then proceeds to step 804, where the engineer performs an evaluation or test at the service site to evaluate or determine the effect of the performed service task. In one example, the service provided is the installation of a router and associated communication cables, and the test is a test of the speed of a network operating via the router. One or more tests may be performed. The test may be performed at a service site using one or more test devices and/or portable electronic devices.

After the test results are obtained, the obtained test results are then recorded on the portable electronic device in the field at step 806. In one embodiment, the test results are input by an operator via a manual input device, whereby the test results are received via a manual input device (e.g., keyboard, keypad, buttons, actuators, touch sensitive screen) of the portable electronic device. In an example where the portable electronic device is a test device, the test results are obtained at the portable electronic device when the test results are determined. Additionally or alternatively, the test results are received at the portable electronic device through wired or wireless communication with the testing device without direct manual input at the portable electronic device. The test results are displayed, for example, on a display (touch-sensitive screen) of the portable electronic device.

Subsequently, in step 808, the electronic task acceptance form is displayed in the field, for example, on a display (e.g., a screen or touch-sensitive screen) of the portable electronic device. The electronic task acceptance form includes an entry for an electronic signature signed by a live user, and optionally one or more of: a comment entry of the user, a display of the test result or a summary thereof. In a simple example, the electronic task acceptance form is simply a "signature box" for receiving a user signature. The user of the service can view the form so that the user can sign the electronically signed entry in the field. The table displayed in step 808 may be generated on-site at the portable electronic device.

At step 810, the user provides the signature and optional comments via a manual input device (e.g., a touch sensitive screen) of the portable electronic device. The provision of the signature may, but need not, be related to whether the user is satisfied with the performed service task.

In step 812, the test results, comments, and/or electronic signatures received at the portable electronic device may be further transmitted via the wireless communication link to a server (offsite, remote from the portable electronic device) for storage, analysis, processing, etc. In embodiments where at least the test results and the electronic signature are transmitted to a remote server, the transmission may be performed sequentially, simultaneously or only upon initiation by an operator of the portable electronic device. The transmission is preferably made on site immediately after the completion of the service task. The server is arranged to update the record (e.g. in its database) based on the received signature, test results, comments, etc. In one example, the server is arranged to compile and send an electronic copy of the signature form (the signature obtained in the field) to the user. An electronic copy of a signature form is a form that may include the user's signature as well as other information, such as test results.

Although not specifically shown in fig. 8, method 800 may include analyzing test results received at the portable electronic device. The analysis may, but need not, be performed in the field. In one example, the analysis may include comparing the test results to one or more predetermined reference results, for example, by determining whether the values of the test results are outside a predetermined range or exceed (are less than or greater than) a predetermined threshold. An alert (audible, tactile, and/or visual alert) may be provided at the portable electronic device if the test result is determined to be out of range or out of limit. Additionally or alternatively, a table for signatures is not generated, or entries of electronic signatures on a table are disabled. Again, in this example, the analysis results may be transmitted to a server for storage, further analysis, further processing, and so forth. Preferably, the transmission is performed in the field after the test results are obtained. The server is arranged to update the record (e.g. the record in its database) based on the received analysis results.

The method 800 may additionally or alternatively include transmitting the test results and/or analysis results obtained at the portable electronic device to a portable printer (e.g., a barcode printer) for printing labels (optionally with corresponding test results and/or analysis results) with information related to the service or to the device of the service that has been tested. Preferably, the transmission is performed in the field after the test results and/or analysis results are obtained. In one embodiment, a label (e.g., sticker) is applied (attached, adhered) to the tested service device.

Fig. 8A is an exemplary implementation 800A of the method 800 of fig. 8 using the system 700 of fig. 7. The method 800A begins at step 802A, where after a service or portion of a service is completed, a field test is performed using the test equipment 706. Subsequently, in step 804A, the test results obtained at the test device 706 are transmitted to the portable electronic device 704 via a communication link between the test device 706 and the portable electronic device 704. In step 806A, the test results are received at the portable electronic device 704 via the communication link. In step 808A, the test results may be analyzed, recorded and/or displayed at the portable electronic device 704. In particular, the test results may be analyzed using a processor of the device 704, may be stored in a memory of the device 704, and may be displayed or otherwise presented (in any format, graphics, numbers, etc.) on a display screen of the device 704. In step 809A, the portable electronic device 704 may send the test results and/or other information or data (e.g., device-related information) to the portable barcode printer 708 to print a sticker with a barcode associated with the service device (and optionally the test results) being tested. The portable electronic device 704 may also send the recorded test results or analysis results to the server 702 in step 810A via a wireless communication link between the device 704 and the server 702. The server 702 then stores the results transmitted from the device 704 for backup, further processing, and/or further analysis. In step 812A, after the test results are obtained, an electronic task acceptance form is generated and displayed on the display screen of the device 704. The table includes at least an entry for obtaining a signature from a user live. In step 814A, the live user agrees to sign on the form and therefore provides his/her signature via the display (touch screen) of the device 704 on the form. In step 816A, the collected signature or table with signatures is transmitted to the server 702 via a communication link between the device 704 and the server 702. Server 702 stores the received signature or form in step 818A and then updates its record (e.g., database) with the signature and/or other information on the form in step 820A. In this embodiment, at least steps 802A, 804A, 806A, 808A, 809A, 812A, and 814A are performed in the field ( other steps 810A, 811A, 816A, 818A, 820A may also be performed in the field).

Fig. 9 illustrates a method 900 for facilitating provision of telecommunications-related services in one embodiment of the invention. Method 900 generally relates to facilitating location determination for field services. The method may be used by an operator of a portable electronic device when the operator is about to go or is going to a service site where services are scheduled or planned to be otherwise required.

The method 900 begins at step 902. In step 902, a command or input is received at the portable electronic device to determine, retrieve or display an address of a service site. The display includes, among other address details, a map image of the address. The command or input may be provided by an operator through a touch-sensitive display screen of the portable electronic device. The desired address may already be stored in the portable electronic device or in a server that is remote from and in wireless communication with the portable electronic device. In the latter case, the address is read or otherwise retrieved from the server.

After receiving the command or input, optionally after obtaining the address, in step 904, the current location of the portable electronic device is determined. The location may be determined using a location determination module (e.g., a GPS sensor) of the portable electronic device.

After determining the location of the device, at step 906, a map service is selected from a plurality of map services accessible to the portable electronic device to display a map image of the service site address. The map service may be an online map service or an offline map service. In one example, the map service may be an application that is pre-installed in the portable electronic device, or it may be an application that is not pre-installed but can be accessed according to the needs of the portable electronic device. Each map service may be pre-associated with one or more predetermined areas, regions, countries, cities, addresses (service site addresses), etc. The selection in step 906 may be made automatically by the portable electronic device based on predetermined preferences or pre-associations (e.g., predefined by the user), or may be made manually based on user input received at the portable electronic device. This selection makes available an optimized or suitable map service (application) for displaying map images, since a map service that works well in one geographic area may not work well in another geographic area, and vice versa.

Then, upon selection, a map image of the service location address is displayed on the display screen of the portable electronic device based on the selection in step 908.

Although not specifically shown in fig. 9, the method 900 may include receiving another command or input through a touch-sensitive display screen of the portable electronic device to switch to a different mapping service (application). In other words, the initial selection of the portable electronic device or its operator may be changed, overlaid or otherwise changed.

Fig. 9A is an exemplary embodiment 900A of the method 900 of fig. 9 using the system 700 of fig. 7. The method 900A begins at step 902A. In step 902A, an input is received from an operator at a touch-sensitive display screen of device 704 to obtain a service site address for viewing. Then, in step 904A, the address stored locally in the device 704 is retrieved from the memory of the device 704. In step 906A, device 704 determines its location using its location (e.g., GPS) sensor or a geolocation location API. In step 908A, the device 704 determines which map services (online/offline) are available (e.g., accessible by the device 704, installed on the device 704, etc.). In one example, if it is determined that the map service is not installed in the device 704, it may automatically download the map service (application). In step 910A, one of the map services (applications) is selected to display a map image of the service site address. The selection in this example is a selection that is automatically based on the determined location of the device 704 and predetermined preferences (e.g., stored in the device 704). Finally, in step 912A, an image of the service site address is displayed, optionally along with other address details. As can be seen from fig. 9A, steps 902A through 912A are performed primarily locally at device 704.

Fig. 9B is another exemplary implementation 900B of the method 900 of fig. 9 using the system 700 of fig. 7. Method 900B begins at step 902B. In step 902B, an input is received from an operator at a touch-sensitive display screen of device 704 to obtain a service site address for viewing. Then, in step 904B, the device 704 sends a request to the server 702 via the wireless communication link to retrieve the address and optionally the map service preferences (if not stored locally in the device 704). The server 702, upon receiving the request, retrieves the address and optionally map service preferences from its database in step 906B, and then transmits the retrieved information to the device 704 in step 908B. In step 910B, device 704 receives the retrieved information from server 702. Then, in step 912B, device 704 uses its location (e.g., GPS) sensor to determine its location. In step 914B, the device 704 determines which map service(s) (applications) in the device 704 are accessible to the device 704 or which map service(s) (applications) are installed and determines map server preferences. In one example, if it is determined that the map service is not installed in the device 704, it may automatically download the map service (application). In step 916B, one of the installed map services (applications) is selected to display a map image of the service site address. In this example, the selection is made automatically based on the predetermined preferences and the determined location of the device 704. Finally, in step 918B, an image of the service site address is displayed, optionally along with other address details. As can be seen in FIG. 9B, steps 902B through 918B are performed using the device 704 and the server 702.

Fig. 10 illustrates a method 1000 for facilitating provision of telecommunications-related services in one embodiment of the invention. The method 1000 is generally directed to facilitating device management for field services, e.g., ordering or collecting devices to perform service tasks.

The method 1000 begins at step 1002, where information regarding equipment required for a field service task is entered at step 1002. The input may be provided by an operator (e.g., an engineer) via a portable electronic device or other computing device, by other personnel of the service provider, by an on-site user requesting the service, etc. The input may be direct or indirect (generated as a result of other input provided to the system or server).

Then, in step 1004, a determination is made as to whether the service provider's inventory includes the required equipment. This determination may be automatic (e.g., by the server comparing inventory records in the server's inventory database) or semi-automatic (e.g., by the service provider's staff member when prompted by the server).

If it is determined that the required equipment is not included in the inventory, then in step 1006, an order for the equipment is placed automatically or semi-automatically. The order may be placed via an order module of the server.

If it is determined that the required equipment is indeed contained in inventory, or an order has been placed, the required equipment is collected, retrieved or received from a warehouse, supplier, or the like, or otherwise obtained, such as in step 1008. The inventory database of the server may be manually or automatically updated after the required equipment is obtained.

In step 1010, the obtained device is associated with a unique identifier and optionally a service site where the device is to be used or installed. The association may be based on input received at the portable electronic device or the server (e.g., provided by an operator or staff member of the service provider). The identifier may comprise a barcode or a QR code.

Information associated with the subscribed device and the assigned identifier is then stored in the server at step 1012. The inventory database in the server is updated with information associated with the ordered device and identifier.

In step 1014, after the device is logged, the device may be collected by a service engineer and installed at the service site during the service task.

Although not specifically shown in fig. 9, method 1000 may include using a label generator (e.g., a barcode printer) to generate a label with information associated with the ordered device and/or identifier. The generated label (e.g., sticker) may be attached to the device body. The generation of the tag and its attachment to the device may be performed by the service provider's inventory management staff before the service engineer collects the device.

Those skilled in the art will appreciate that the various method embodiments in fig. 8-10 may be combined or selectively combined.

11A-11G are some exemplary screenshots of an application running on a portable electronic device for implementing a method for facilitating the provision of telecommunications-related services in one embodiment of the present invention. The method may be any of the methods described above. The portable electronic device may be any of the portable electronic devices described above. Although not specifically shown, the information may be edited, entered, retrieved using a portable electronic device that may communicate with various other devices, including servers, testing devices, label printers, computing devices, etc.

FIG. 11A shows a login page 1100A for the application. As shown in fig. 11A, dual authentication is used to log into the employee account (with corresponding accessible content and access rights). The username and password information may be stored in the server or in the device. Biometric authentication may additionally or alternatively be used.

Fig. 11B to 11G are displayed only after successful login.

FIG. 11B shows a task list 1100B, the task list 1100B containing a list of tasks (and details) that need to be performed by a staff member (engineer). The list may be ordered in different orders, e.g., user name (customer), schedule time for service tasks, location of service sites, etc.

FIG. 11C shows a list 1100C containing various options that are selectable for different functions.

FIG. 11D illustrates an address display page 1100D for displaying the user or service site address. The information displayed includes the name of the user (company) in a different language (if available), the address, the current location of the operator (i.e., portable electronic device), and a map image showing the address of the user's service site. Additional functionality (e.g., zoom in, zoom out) provided by the map service (online/offline) may also be displayed.

Fig. 11E shows an electronic task acceptance table 1100E with entries listing details of the results associated with ping test IP, as well as entries for obtaining electronic signatures from field users.

Fig. 11F shows a device list 1100F, which device list 1100F contains a list of devices and their associated details, such as part numbers, serial numbers, source, type, date of installation, and the like.

Fig. 11G shows a screen 1100G that contains various options available from the device list page 1100F. These options include: printing a barcode of the device ("print barcode"), indicating when the device is to be extracted or if the device has been extracted ("device extract"), viewing or modifying router details ("modify router"), checking installation status or related information ("installed"), etc.

Those skilled in the art will appreciate that these screenshots are merely exemplary. The manner in which the information is presented may be different than that shown. The information or options provided may be different from those shown.

The above-described embodiments of methods and systems for facilitating the provision of telecommunications-related services are implemented primarily electronically to facilitate management and control of workflows, inventory, personnel, tasks, and the like, thereby minimizing non-electronic means of use that are prone to error, loss, theft, tampering, and the like. Its resources can be utilized more efficiently and operations can be run more smoothly and efficiently, thereby benefiting not only service providers but also users. The methods and systems of the above-described embodiments are closely related to computer-implemented technology, particularly the specific arrangement and interaction of hardware/software, to provide unique improvements in the art. Various advantages of the features and embodiments may be found throughout the disclosure, including the summary section.

Although not required, the embodiments described with reference to the figures may be implemented as an Application Programming Interface (API) or series of libraries used by developers or may be included in another software application, such as a terminal or personal computer operating system or portable computing device operating system. Generally, because program modules include routines, programs, objects, components, and data files that help to perform particular functions, those skilled in the art will appreciate that the functions of a software application may be distributed among multiple routines, objects, or components to achieve the same functionality as desired herein.

It should also be understood that any suitable computing system architecture may be utilized where the method and system of the present invention are implemented in whole or in part by a computing system. This would include stand-alone computers, network computers, dedicated or non-dedicated hardware devices. Where the terms "computing system" and "computing device" are used, these terms are intended to encompass any suitable arrangement of computers or information processing hardware capable of implementing the described functionality.

It will be appreciated by persons skilled in the art that numerous variations and/or modifications may be made to the invention as shown in the specific embodiments without departing from the spirit or scope of the invention as broadly described. The described embodiments of the present invention are, therefore, to be considered in all respects as illustrative and not restrictive. Features described in one embodiment may be combined with any other features described in the same embodiment or another embodiment to provide further embodiments. Also, features described in the same embodiment may be implemented separately to provide different embodiments. This applies at least to the embodiments of fig. 1 to 11G.

For example, the system of the above embodiments may include additional electronic devices or fewer electronic devices. The form of the device may differ from that shown. The servers are shown schematically and may be formed by one or more servers, information processing devices, computing devices, and the like, optionally in a cloud computing arrangement. The order of the steps in the different methods described may be changed as long as the changed order is logical based on the context. In some methods, method steps, although shown as sequential steps, may be performed concurrently so long as it is context-based logic. The disclosed telecommunications-related services provided at the service site may include installation, replacement, repair, removal and/or inspection of one or more telecommunications devices. The telecommunications device may be a router, network interface, network controller, network switch, network bridge, network hub, modem, video conferencing device, gateway, or the like. The test results may include one or more parameters related to: the result of the ping test, the result related to the throughput of the telecommunication network and the result related to the speed or delay of the telecommunication network. The test result may be the result of a single test or may be a collection of the results of multiple tests. The test device may be a dedicated test device, a computer, or may be any type of device similar/identical to the portable electronic device. The telecommunications network may be a wired communication network or a wireless communication network. The portable electronic device may be a handheld device or a wearable device. The portable electronic device may be a mobile phone, a tablet computer, etc. in which a dedicated application is installed. Alternatively, the portable electronic device may be a dedicated electronic device created specifically for the purposes of embodiments of the present invention. The electronic signature provided by the user does not have to be dependent on the satisfaction of the service provided. For example, a user would have to provide an electronic signature regardless of his satisfaction, but in doing so, the user may choose to provide comments or choices (e.g., in spreadsheet form) to indicate that he/she is not satisfied with the service provided. In some examples, the spreadsheet may also include an entry for a signature of a service engineer responsible for the field task.

Claims (32)

1. A method of facilitating provision of telecommunications-related services using a portable electronic device, the method comprising:

receiving, at a service site, test results related to telecommunications-related services provided at the service site at a portable electronic device; and

receiving, at the service site, an electronic signature of a user of the telecommunications-related service via the portable electronic device.

2. The method of claim 1, further comprising:

transmitting the electronic signature received at the portable electronic device to a remote server in communication with the portable electronic device;

wherein the transmission is made at the serving site.

3. The method of claim 1, further comprising:

at the service site, determining the test result of the telecommunication-related service provided at the service site using a testing device.

4. The method of claim 3, wherein the first and second light sources are selected from the group consisting of,

wherein the test device comprises the portable electronic device; or

Wherein the test result is received at a manual input device of the portable electronic device after the test result is determined.

5. The method of claim 3, wherein the test device is in communication with the portable electronic device, the method further comprising:

receiving, at the portable electronic device, the test results transmitted from the testing device.

6. The method of claim 1, further comprising:

transmitting the test results received at the portable electronic device to a remote server in communication with the portable electronic device.

7. The method of claim 1, wherein the first and second light sources are selected from the group consisting of,

wherein the test result comprises one or more parameters associated with one or more of: a result of the ping test, a result associated with a throughput of the telecommunications network, and a result associated with a speed or delay of the telecommunications network;

wherein the telecommunications-related services include one or more of: installation of telecommunications equipment, replacement of telecommunications equipment, and repair of telecommunications equipment; and

wherein the telecommunications device comprises one or more of: routers, network interfaces, network controllers, network switches, network bridges, network hubs, modems, video conferencing equipment, and gateways.

8. The method of claim 1, further comprising:

generating, at the service site, a spreadsheet at the portable electronic device, wherein the spreadsheet includes an entry for an electronic signature; and

displaying, at the service site, the spreadsheet for receiving electronic signatures on a display of the portable electronic device.

9. The method of claim 1, further comprising:

analyzing the test results at the portable electronic device;

comparing the test result with one or more predetermined reference results, an

Providing an alert at the portable electronic device at the service site when it is determined that the test result does not match the predetermined reference result.

10. The method of any of claims 1 to 9, comprising:

determining, at the portable electronic device, an address of a service site that provides or is to provide the telecommunications-related service;

determining, using a location determination module of the portable electronic device, a location at which the portable electronic device is located after determining the address; and

displaying, based on the determined address and the determined location, a map image of the address on a display of the portable electronic device using a map service accessible by the portable service device.

11. The method of claim 10, further comprising:

selecting a map service from a plurality of map services accessible by the portable electronic device to display the map image;

wherein each of the map services is associated with one or more predetermined locations or one or more predetermined addresses.

12. The method of claim 10, wherein determining the address of the service site comprises receiving the address of the service site from a remote server in communication with the portable electronic device.

13. The method of claim 10, further comprising:

receiving a user input at an input device of the portable electronic device to switch to another map service to display the map image; and

displaying, on a display of the portable electronic device, the map image of the address using the another map service in accordance with the user input.

14. The method of any of claims 1 to 9, comprising:

receiving, at the portable electronic device or a remote server in communication with the portable electronic device, a request for a device to be installed at the service site;

determining an availability of the requested device from an inventory database of the remote server; and

ordering the device using an ordering module of the remote server when it is determined from the inventory database that the requested device is unavailable.

15. The method of claim 14, wherein the request for the device is received at the portable electronic device.

16. The method of claim 14, further comprising:

associating the subscribed device with an identifier and the service site; and

storing, at the remote server, information associated with the subscribed device and the identifier;

wherein the identifier comprises a barcode or a QR code.

17. The method of claim 16, further comprising:

receiving the ordered device; and

updating the inventory database upon receiving the ordered device;

wherein the inventory database is updated with information associated with the ordered device and the identifier.

18. The method of claim 17, further comprising:

generating a tag with information associated with the device and/or the identifier ordered; and

attaching the generated tag to the device of the received order;

wherein the label comprises a sticker or sticker printed with information associated with the ordered device and/or the identifier.

19. A system for facilitating the provision of telecommunications-related services, the system comprising a portable electronic device arranged to:

receiving, at a service site, test results associated with a telecommunications-related service provided at the service site;

receiving, at the service site, an electronic signature of a user of the telecommunications-related service; and

communicate with a remote server and transmit the received electronic signature and/or the test result to the remote server.

20. The system of claim 19, further comprising the remote server.

21. The system of claim 19, further comprising:

a test device arranged to determine at the service site a test result of the telecommunications-related service provided at the service site;

wherein the portable electronic device is further arranged to communicate with the test device and to receive the test results transmitted from the test device.

22. The system of claim 19, wherein the portable electronic device is further arranged to:

determining, at the service site, the test result for the telecommunications-related service provided at the service site; and/or

The test results are received via manual user input.

23. The system as set forth in claim 19, wherein,

wherein the test result comprises one or more parameters associated with one or more of: a result of the ping test, a result associated with a throughput of the telecommunications network, and a result associated with a speed or delay of the telecommunications network;

wherein the telecommunications-related services include one or more of: installation of telecommunications equipment, replacement of telecommunications equipment, and repair of telecommunications equipment; and

wherein the telecommunications device comprises one or more of: routers, network interfaces, network controllers, network switches, network bridges, network hubs, modems, video conferencing equipment, and gateways.

24. The system of claim 19, wherein the portable electronic device is further arranged to:

generating a spreadsheet at the service site, wherein the spreadsheet comprises an entry for an electronic signature; and

displaying, at the service site, the spreadsheet for receiving electronic signatures.

25. The system of claim 19, wherein the portable electronic device is further arranged to:

analyzing the test result;

comparing the test result with one or more predetermined reference results, an

Providing an alert at the service site when it is determined that the test result does not match the predetermined reference result.

26. The system of any of claims 21 to 25, wherein the portable electronic device is further arranged to:

determining an address of the service site providing or about to provide the telecommunications-related service;

determining a location of the portable electronic device after determining the address; and

displaying, using a map service accessible by the portable service device, a map image of the address based on the determined address and the determined location.

27. The system of claim 26, wherein the portable electronic device is further arranged to:

selecting a map service from a plurality of map services accessible by the portable electronic device to display the map image;

wherein each of the map services is associated with one or more predetermined locations or one or more predetermined addresses;

wherein the association is stored in the portable electronic device or in the remote server.

28. The system of claim 26, wherein the portable electronic device is further arranged to receive the address of the service site from the remote server to determine the address of the service site; and/or

Wherein the portable electronic device is further arranged to:

receiving a user input to switch to another map service to display the map image; and

displaying the map image of the address using the other map service in accordance with the user input.

29. The system of any of claims 21 to 25, wherein the portable electronic device is further arranged to:

a request is received for a device to be installed at the service site.

30. The system of claim 29, wherein the remote server is further arranged to:

determining the requested availability of the device from an inventory database of the remote server; and

ordering the device using an ordering module of the remote server when it is determined from the inventory database that the requested device is not available;

associating the subscribed device with an identifier and the service site; and

storing information associated with the subscribed device and the identifier;

wherein the identifier comprises a barcode or a QR code.

31. The system of claim 30, wherein the remote server is further arranged to update the inventory database after receiving the ordered device;

wherein the inventory database is updated with information associated with the ordered device and the identifier.

32. The system of claim 31, further comprising:

a tag generator arranged to communicate with the remote server and to generate a tag having information associated with the device and/or the identifier of the subscription, wherein the generated tag is for attaching to the device of the received subscription;

wherein the label comprises a sticker or sticker printed with information associated with the ordered device and/or the identifier.

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