GB2503895A

GB2503895A - Reporting information relating to a wireless network and determining a service status for one or more services

Info

Publication number: GB2503895A
Application number: GB1212246.1A
Authority: GB
Inventors: Stephen Mockford
Original assignee: METRICELL Ltd
Current assignee: METRICELL Ltd
Priority date: 2012-07-10
Filing date: 2012-07-10
Publication date: 2014-01-15
Also published as: GB201212246D0

Abstract

The present invention relates to a method of reporting information relating to a wireless network, comprising: monitoring at least one wireless device capable of connecting to the wireless network, sending data from the at least one wireless device regarding one or more services delivered by the wireless network, receiving data from the at least one wireless device regarding one or more services delivered by the wireless network, analysing data received from the at least one wireless device; and determining a service status for each of the one or more services based on data received from the at least one wireless device. There is also provided a reporting system for a wireless network, comprising at least one wireless device capable of connecting to the wireless network. The system further includes a monitor for the at least one wireless device, a central data collector capable of receiving data from the monitor of the at least one wireless device regarding one or more services delivered by the wireless network, and a central data analyser capable of analysing data received from the at least one wireless device. Furthermore, the central data analyser determines a service status for each of the one or more services based on data received from the at least one wireless device.

Description

A METHOD OF REPORTING INFORMATION RELATING TO A WIRELESS

NETWORK AND A CORRESPONDING SYSTEM

THE INVENTION

The present invention generally relates to a method of reporting information relating to a wireless network and a corresponding system, and more particularly, but not exclusively, to a method and system for reporting information relating to a wireless communication and, more specifically, a cellular communication system.

BACKGROUND TO THE INVENTION

Wireless communication networks, and particularly, cellular communications networks, can often suffer from failure to deliver the intended service to end users.

That is, for one or more reasons the end user's user equipment (UE) is not able to provide a level of service over the network equivalent to the end user's expectations. Failure to deliver the expected quality of service can only be detected in certain known situations. For example, it is possible for a cellular base station controller to detect that a call has been dropped without UE signalling a call end.

However, there are many instances where an end user experiences an unsatisfactory quality of service which cannot be automatically detected by a base station, or other wireless controller. In addition, end users are not provided with any direct feedback as to the quality of service in the network they are connected to.

SUMMARY OF THE INVENTION

The present invention relates, generally, to a reporting system for a wireless network which includes an application on a wireless device, which acts as a monitor of the wireless device, which is capable of reporting to a central data collector. Multiple wireless devices reporting to the central data collector provide information relating to the status of the wireless network and a central data analyser analyses the collected data to provide information back to wireless devices on service status.

According to a first aspect of the present invention, there is provided a method of reporting information relating to a wireless network including: monitoring at least one wireless device capable of connecting to the wireless network; sending data from the at least one wireless device regarding one or more services delivered by the wireless network receiving data from the at least one wireless device regarding one or more services delivered by the wireless network; analysing data received from the at least one wireless device; and determining, based on data received from the at least one wireless device, a service status for each of the one or more services.

The method may also include sending the service status for each of the one or more services to the at least one wireless device.

The method may also include providing data relating to one or more of the following service related information: services available, expected service levels, planned network coverage and network availability.

The data sent from the at least one wireless device may also include information relating to, or capable of deriving, the location of the at least one wireless device.

The service status may be determined taking into account the location of the at least one wireless device.

The service status may be determined taking into account the service related information.

The wireless network may include a plurality of wireless stations and the data may include service status of wireless stations within a pre-defined locality of the at least one wireless device.

The data may include alternative wireless stations of an alternative wireless network to which the at least one wireless device is capable of connecting.

The data sent from the at least one wireless device may include information on one or more of the following, where available: manufacturer, model, operating system version, IMEI (International Mobile Equipment Identity) number, phone type, battery status, battery level, charger connected, signal strength, MSISDN (Mobile Subscriber ISDN Number), subscriber ID (identification number), network type, operator ID, network operator, operator country, SIM state, SIM operator ID, SIM operator, SIM country, SIM serial number, whether the telephone is roaming, status, GPS data ( GPS Status, Network, Latitude, Longitude, Altitude, Accuracy, Speed, Fix Time), Current Network Location data (Latitude, Longitude, Accuracy, Fix Time), Current Cell Location (Network Type, CID, LAC).

The method may also comprise performing an instigating step automatically when a particular service condition is detected.

The service conditions which can be automatically detected may include one or more of the following: a dropped call, no wireless service, no data service, slow data service, poor call quality, whether the wireless device is roaming and whether the wireless device has emergency' signal cover.

Alternatively, an instigating step is performed manually.

S

According to a second aspect of the present invention there is provided a reporting system for a wireless network having at least one wireless device capable of connecting to the wireless network including: a monitor for the at least one wireless device a central data collector capable of receiving data from the monitor of the at least one wireless device regarding one or more services delivered by the wireless network; and a central data analyser capable of analysing data received from the at least one wireless device, wherein, based on data received from the at least one wireless device, the central data analyser determines a service status for each of the one or more services.

The central data analyser may send the service status for each of the one or more services to the at least one wireless device.

Optionally, the data relating to one or more of the following service related information may include: services available, expected service levels, planned network coverage, network availability and details of other recent reports from wireless devices in the same local area.

Optionally, the data sent from the at least one wireless device may include information relating to, or capable of deriving, the location of the at least one wireless device.

Optionally, the service status may be determined taking into account the service related information.

The wireless network may include a plurality of wireless stations and the data may include service status of wireless stations within a pie-defined locality of the at least one wireless device.

Optionally, the data sent from the at least one wireless device includes information on one or more of the following, where available: manufacturer, model, operating system version, IMEI (International Mobile Equipment Identity) number, phone type, battery status, battery level, charger connected, signal strength, MSISDN (Mobile Subscriber ISDN Number), subscriber ID (identification number), network type, operator ID, network operator, operator country, SIM state, SIM operator ID, SIM operator, SIM country, SIM serial number, whether the telephone is roaming, status, GFS data (GPS Status, Network, Latitude, Longitude, Altitude, Accuracy, Speed, Fix Time), Current Network Location data (Latitude, Longitude, Accuracy, Fix Time), Current Cell Location (Network Type, CID, LAC).

The monitor may automatically send data to the central data analyser when a particular service condition is detected.

Alternatively, the monitor may send data to the central data analyser regarding a particular service condition when manually instructed to.

BRIEF DESCRIPTION OF THE DRAWINGS

Preferred embodiments of the invention will now be described, by way on non-limiting example only, with reference to the accompanying drawings, in which: Fig. 1 shows a schematic of a reporting system for a wireless network; Fig. 2 shows a flow diagram of a data flow of a reporting system for a wireless network; Fig. 3 shows a flow diagram of an example problem report in a reporting system for a wireless network; Fig. 4 shows an application for a wireless device for a reporting system for a Fig. 5 shows a reporting screen of a reporting system for a wireless network.

DETAILED DESCRIPTION

Quality of service in wireless communication networks, and, particularly, cellular communication networks, is normally measured and reported by a wireless controller, such as a cellular base station. However, any information provided does not take into account the actual experience of the communicating devices with the wireless controller but, instead, relates to any fault conditions in the wireless controller itself or information about the service that the wireless controller provided, such as, for example, that a call was dropped by a cellular base station.

Referring now to Fig. 1, a wireless communication system lOis shown, which in this case is a cellular communication network system for obtaining and reporting the quality of service within the system. A cellular telephone 12, or mobile telephone, is capable of communication with a cellular network 14, which comprises a plurality of connected wireless controllers, known as base stations, by wireless communication. An end user 16, who operates the cellular telephone 12, may experience a wide range of problems associated with the operation of the cellular telephone. Particularly, the end user 16 may experience problems associated with wireless communication between the cellular telephone 12 and the cellular network 14. This could be, for example, that the end user 16 has moved, with their cellular telephone 12, into an area where the cellular network 14 does not have full coverage and, therefore, one or more services are unavailable.

As part of the system 10, the cellular telephone 12 has an application or function 18 to detect, accept and/or report problems regarding the cellular network 14, or any other issue that the end user 16 is having with the operation of the cellular telephone 12. The application 18 can accept problems reported by the end user 16 and/or it can automatically detect one or more predetined problems or issues and automatically feedback the problem and any associated data to a central reporting system 20, which can be one or more data collection servers and/or reporting applications. The application 18 is, therefore, a monitor of the cellular telephone 12. The central reporting system 20 acts as a central data collector, collecting data from a plurality of the cellular telephones 12. The central reporting system 20 also acts as a central data analyser, providing service related information back to the cellular telephones and, in some embodiments, taking action to alter resources on the cellular network 14 to address problems that have been reported.

More specifically, the application 18 is, preferably, a "smartphone" application, which, in general, can be considered to be an application which can be installed on a cellular telephone running an operating system which is capable of having applications installed. For example, RIM® Blackberry®, Apple® iPhone® and Samsung® Galaxy® (running an Android® Operating System (OS)) are all examples of a "srnartphone" onto which a third party application can be installed. However, the present invention is not limited to a "smartphone" with a third party application installed. The application 18 may be part of the operating system, that is, part of the "firmware" of the device. The application 18 is capable of sending and receiving data over a data connection in the telephone 12. The data connection can be over the cellular network 14, or other wireless network that the system is operating on, but also can be an alternative data transmission medium. For example, the reporting system may operate on the cellular network 14 but the application 18 may be capable of transmitting data relating to the operation of the cellular network 14 over a WIFI connection that is available to the telephone 12 or over a cable connection to a secondary device, such as a USB connection to a computer.

Furthermore, although the description herein generally refers to telephones and a cellular network, the system has application to any wireless network and its connecting devices. Where a cellular network is used, the system is not limited to only providing information on telephones or smartphones. Any device capable of wirelessly connecting to the network can also be incorporated into the system. For example, many tablet computers, such as the Samsung® Galaxy® 10.1, accept SIM cards to enable a data connection with a cellular network, but do not, generally, act as a telephone.

The system 10 allows quality of service metrics to be determined from the end users, that is, the network subscribers, and delivers real-time network status information to network operators. The system 10 provides a feedback loop, improving communication between each party and consequently the understanding of network performance. The information fed back from the end users 16 to the central reporting system 20 can be used to trigger a fault status in the network and automatically configure additional resources, if required, or instigate a repair or investigation into the identified problem. In addition, the information can be used as part of a CRM (customer relationship management) program to provide feedback to the end user that their problem has been noted and appropriate resources have been allocated to rectify or investigate the problem.

The system 10 has particular advantages in the geo-location of problem areas. For example, if an area of poor network coverage exists such that data transmission is below a pre-defined threshold or only 2G coverage is available, the application 18 will report the problems, either automatically or manually, that have arisen via the application 18. Included in the data report will be the location that the problem ocurred and a network operator, by plotting the problem locations, will be able to see multiple problem reports in one location. This identifies the area of issue to the network operator and, if the number of reports is significant, the problem can be further escalated if required.

In addition, the system 10 can provide the end users 16 with information regarding the cellular network 14. The cellular telephone 12 reports its location, which can be obtained from internal position sensing equipment, such as a GPS (Global Positioning System) chip, or its location can be approximated, for example from the position of cellular base stations, to the central reporting system 20. The location of the cellular telephone 12 is used to look-up and return status information of the cellular network 14. Status information can be obtained from other end users' 16 cellular telephones 12. The status information and status facts returned can include: serving 2G, 3G and 4G cell base stations at or around that location; * expected service levels from each of the serving cell base stations at or around that location; * planned network coverage for 2G, 3G and 4G cell base stations; * network availability for all local and neighbouring cell base stations; * the nearest neighbouring data network stations with address and available technology; * the nearest wifi (wireless internet) hotspot access locations with address; * nearest retail outlets with address; and * other nearest points of interest' as requested by the network operator or end user, such as, for example, mosques and petrol stations.

Importantly, network operators obtain important benefits from aspects of the present invention. Live network coverage and service area facts can be provided every time a cellular telephone makes a network status' request. This allows network operators to compile data from all the reporting cellular telephones, as well as other network data available, on the live cellular network performance.

End users 16, using the cellular telephone 12, are able to mark locations at which they have experienced problems through the application 18 or where they wish to report a problem to the cellular network. Presently, cellular network operators expect end users to call and report problems manually to customer support operators. The system as described above automates this process and avoids end users having to wait in telephone call centre queues to report their problems.

Importantly, key technical data available from the cellular telephone 12 is included in the data transferred to the central reporting system 20. In addition, certain problems can be automatically reported by the application 18, when detected.

When a cellular telephone 12 problem is reported, technical information and geographical information is forwarded to the central reporting system 20. Problem categories that can be reported by any customer include, for example: a. My call cut out; b. I have no service; c. I have no data; d. My data is slow; e. My call quality is bad; or f. A different problem.

The end user 16 may attach further information, such as text comments or further details, to each reported problem. Upon receipt of an end user reported problem, the central reporting system 20 provide a problem report ticket number and receipt confirmation to each reporting cellular telephone 12. In this manner, the central reporting system 20 can provide customer support operators with a substantially immediate or live view of cellular telephone 12 reported problems. Preferably, this information is displayed on a Geographical Information System (GIS) map and customer support operatives are able to instantly respond with communications to the cellular telephone 12 or end user 16, such as by text comment or chat.

When delivering any cellular telephone 12 problem report any technical details available from the telephone 12 are included in the problem report. This provides important benefits to cellular network operators. With actual knowledge of location, network technology used by the telephone 12, serving cellular base station of the cellular network 14 and signal level, it is possible to substantiate and prioritize all reported problems. This prioritisation can be done in real time, or as close to real time as possible using the data transfer and computing speeds available. The prioritisation can be, for example, as follows: 1. Priority 1 -customer reported problems with unacceptable low signal level; 2. Priority 2 -customer reported problems with acceptable signal but phone not connected to the expected serving cell; and 3. Priority 3 -customer reported problems with acceptable signal and served by the planned serving cell.

The central reporting system 20, in this example, maintains Customer Problem Report (CPR) counts for regions, such as, for example, towns, suburbs or local areas. Preferably, a constant monitor of all regions is made and, if any CPR count exceeds a predefined threshold, the data servers 20 raise a notification. For example, emails are sent to responsible managers or support staff of the network operator. In this manner, an automated, network-wide, alert facility is available to network operators, which identifies and notifies problems or problem areas based upon end user sourced reports. In an alternative embodiment, predefined problems detected by the central reporting system 20 have further predefined parameters. If the system 20 detects that the problems reported by end user devices do not conform to the predefined parameters, the central reporting system 20 instructs parameters of the cellular network to be altered or adjusted to attempt to remedy the reported problem. For example, if a larger number of users in a single area are using a particular service, such as a call transmission, additional resources can be allocated to the base station to cope with the demand. For example, data transmissions could be terminated to provide additional bandwidth for call transmissions.

After collection of telephone 12 reported technical data and geo-referenced network coverage and service data, the central reporting system 20 checks and delivers responses using a process as described below and with reference to Fig. 2.

An automatic response system 30, which can, for example, operate on the central reporting system 20, or, at least, has access to the information contained on the central reporting system 20, includes, as a first step, a data collection step 32. The data collection step 32 collects data from all available sources which includes: data reported by telephones 12, planned cellular network 14 modifications, operational information of the cellular network 14 and/or other organisational information related to the operation and support of the cellular network 14.

Once data has been collected, or is accessible from the central reporting system 20, in data collection step 32, the automatic response system 30, for each connected cellular telephone 12 on which the application 18 is running, operates one or more of the following tests: a signal level test 34; a signal coverage test 36; a service availability test 38; and/or a CPR report test 40. Each test is outlined in more detail below.

The signal level test 34, firstly, discovers the network technology 42 the phone is using, based on information in the data collection step 32, such as, for example, 2G, 3G or 4G with associated operating frequencies. The signal test 34 then, again from the information in the data collection step 32, checks the network operators' signal thresholds 44 to provide a signal level quality value for the cellular telephone 12, which can then be included with data returned to the cellular telephone 12.

The signal coverage test 36 again discovers the network technology 42 before looking up the planned signal coverage 46 for the network technology the cellular telephone 12 is using. If the cellular telephone 12 is capable of utilising an alternative network technology, the planned signal coverage for the alternative network technology can also be looked up. Planned signal coverage data can then be included with data returned to the cellular telephone 12.

The service availability test 38 looks up data on reported service availability 48 of the location of the cellular telephone 12. This information is, typically, based on site-specific information from the network operator, which looks at any current problems known in respect of base stations or other network equipment.

The CPR report test 40 looks up details of other CPRs 50 in the local area. Based on this information, data on the customer reported service levels is collated.

A feedback step 52 collates the data from the steps 34, 36, 38 and 40 to provide feedback data which can then be fed back to the cellular telephone 12 and stored in CPR database 54.

The automatic response system 30 as described above provides a mechanism to assess the service quality of the cellular telephone 12 and both store that information for use with other cellular telephones and report back to the cellular telephone 12.

The automatic response system 30, in conjunction with the cellular network 14, the cellular telephone 12, and the application 18 provides a means for end user equipment to report the locations of network problems. Each telephone 12 continually and transparently detects network problems. Once a network problem is detected, automatic response system 30 will receive the location of the telephone 12 and measure and store all relevant technical data available from the telephone 12.

All automatically detected network problems are stored as temporary data, such as a temporary file, on the telephone 12 and sent to the central reporting system 20 for analysis. The application 18 can be configured to send the technical data, for example, immediately for certain network problems, out-of-business hours' or when in range of, for example a WIFI connection, for other network problems.

Cellular network problems which can be detected and/or reported by the automatic response system 30 include for example: * a dropped call; * no cellular service; * no data service; * slow data service; * poor call quality; * whether the telephone is roaming; * whether the telephone only has emergency' signal cover; and for * other problems.

Application Example

An example of application 18 will now be described. Upon opening the application 18, the current location of the telephone 12 is presented to the central reporting system 20. The application 18 attempts to receive a new precise GPS location fix and, if GPS is unavailable, a network based location is used as an alternative. This way, the telephone 12 presents location facts to the central reporting system 20. At the central reporting system 20, the location of the telephone 12 is used to retrieve location status details and these details are used to provide status information to the telephone 12 and, ultimately, the end user. Location status details can include one or more of the following: * serving 2G, 3G and 4G sites; * expected coverage at that location; * known network service level at that position; details of nearest additional base stations and service status of those stations; * details of nearest WIFI access points; and/or * locations and addresses of nearest retail outlets for the end user For example, Fig. 3 shows an end user reporting a problem through application 18 at step 1'. The application 18 gathers technical data from the telephone 12 and the cellular network 14 at step 2', before reporting the technical data to the central reporting system 20, which is then available to the network operator at step 3'. The central reporting system 20, through an automatic response system 30, or otherwise, then reports back to the telephone 12.

Fig. 4 shows an example of a report 60 received by the telephone 12 after reporting a problem. Data relating to the telephone's current status is shown including: network operator 62; network technology 64; call service information 66; data service information 68; and location 70. In addition, base station information 72 relating to the three nearest cellular base stations is shown. In this example, the base station information 72 includes the distance to the base station and the technologies supported by that base station. In addition, a traffic light icon system may be used in order to notify the telephone 12 user as to status of each nearest cellular base station; for example, this may include providing a green (all good), amber (trouble ticket) or red (no service fault) indication. This data is presented from network database 48.

If an end user has a problem that they want to report and receive feedback or more understanding about, they have the option to mark the following telephony problem categories into customer service operators: * my call cut out; * I have no service; * I have no data; * my data is slow; * my call quality is bad; and br * a different problem Each problem report is acknowledged at the central reporting system 20 and the location and technical data reported from the telephone 12 (with the problem report) together with the current network status data is used to provide an instant diagnostic report or self-care assistant, as described above in relation to the automatic response system 30, back to the end user for that problem report.

All problem reports are visible on geographical information system (GIS) maps as part of a customer support application, which has access to the central reporting system 20. Support agents have the option to select on any customer report and add further feedback or text information which will be delivered to the respective customer phone where it is logged as feedback for the respective customer marked problem.

Automatic Problem Area Marking to Network Operator As mentioned above, all customer problem reports are stored in the central reporting system 20 together with technical data received from telephones 12 having an application 18, at the time at which the problem report was generated.

Referring now to Fig. 5, an example support screen 80, as viewable by an end user support agent, is shown. The support screen 80 is generated by the customer support application and overlays information from the central reporting system 20 on a GIS map. In this example, end user problem reports are shown as icons indicating the type of problem experienced. A group of problem reports 82 on the screen 80 all show an icon which indicates no service'. In this manner, a customer support agent can identify a network problem which was not previously known in the cellular network 14. Also, a network service issue 84 is also shown in the screen 80. In this instance, the issue 84 is a pre-logged cell base station issue.

Therefore, if a problem report was generated by a telephone 12 automatically, or by an end user manually, either the automatic response system 30 or a customer support agent can feedback information to the telephone 12 that a network issue exists at that location and, potentially, how long the issue is expected to exist, or when it is likely to be investigated.

The central reporting system 20, or an appropriate application, such as the customer support application, can be arranged to include further automatic responses based on, for example, the number of problem reports in a particular location. If the application is arranged to take action based on the number of reports being greater than a predefined threshold, a support action can be raised, such as, sending an email automatically to an engineer or support manager to provide visibility that there are excessive problems in a particular location.

Background detection of network problems and transparent reporting Each application 18 installed on a telephone 12, can continually monitor the status of the telephone 12 at all times and locations across the day, and automatically report problem locations. For example, the following problems can be reported automatically: * No service (or no coverage); * No data service available; * Emergency service only; * Dropped calls; * Call setup failure; and br * Roaming.

A log file is collected throughout the day to record any of the above events. At each problem event, a GPS, or other locating system, location of the telephone 12 is taken and technical data from the telephone 12 at that point and time are recorded.

This data collection and monitoring of telephony problem locations is fully transparent to the end user 16 using the application 18 and, importantly, there is negligible impact on the telephone battery from this silent monitoring and reporting.

As mentioned above, the application 18 can report the problem data at particular times of the day, such as out of business hours', or based on other trigger factors, such as being connected to a WIFI connection.

For the network operator, the customer support application includes a customer service project view which provides details on cellular network data. For example, the cellular network data can include: * planned coverage across the network; * known service levels (from current live network) delivered across the network * live site locations; * customer handset reported problems -manual reports; * customer handset reported problems -automatic reports; * service desk customer problem query details; and/or * network operator web based coverage checker -queries Support agents are able to search or select any location to immediately receive full status details for that location in respect of planned coverage and known network service levels.

The technical details referred to above in relation to a report by the application 18 on the telephone 12 are gathered for each of the following application actions: a network status request (instigated manually or automatically); a manual customer reported problem; or a telephone automatic background detection of network problem.

The technical details typically include a range of device details and end user and SIM (Subscriber Identity Module) details.

Typical device details include, but are not limited to, the following: manufacturer, model, operating system version, IMEI (International Mobile Equipment Identity) number, phone type, battery status, battery level, charger connected, and signal strength.

Typical User & SIM details include, but are not limited to, the following: MSISDN (Mobile Subscriber ISDN Number), subscriber ID (identification number), network type, operator ID, network operator, operator country, SIM state, SIM operator ID, SIM operator, SIM country, SIM serial number, and whether the telephone is roaming.

Typical service details include, but are not limited to, the following: status, operator name, operator ID, Is Roaming Typical location details include, but are not limited to, the following: GPS data (GPS Status, Network, Latitude, Longitude, Altitude, Accuracy, Speed, Fix Time), Current Network Location data (Latitude, Longitude, Accuracy, Fix Time), Current Cell Location (Network Type, CID, LAC).

Typical Phone Details include, but are not limited to, the following: Phone Status, Incoming Number, Outgoing Number, Data Network Connections (WIFI Available, WIFI State, Mobile available, Mobile state, Data Connection, Data activity, Rx Avg Rate, Tx Avg Rate, Rx Avg Rate Today, Tx Avg Rate Today, GPRS, APN Name, APN APN MCCIMNC) Upon receipt of any request or problem report, the central reporting system 20, either directly or via an application, is configured to return a report to each telephone 12. The report can include, for example, network status information and customer reported problem information.

Typical network status information includes, but is not limited to, the following: serving base station details: 2G Planned CeIIID, 2G Planned Site ID, 20 Planned Rxlev, 2G Planned Cell ID Service State, 3G Planned CeIIID, 3G Planned Site ID, 3G Planned Rxlev, 3G Planned Cell ID Service State, 4G Planned CeIIID, 4G Planned Site ID, 4G Planned Rxlev, 4G Planned Cell ID Service State and Nearest Town Name.

Typical Nearest Neighbour Site details includes, but is not limited to, the following: Site Address-Name, Site Latitude, Site Longitude, Radial distance, 2G, 3G, 4G Technology Capable, Current Service State.

Typical Nearest WIFI Hotspot details includes, but is not limited to, the following: WIFI Address-Name, WIFI Latitude, WIFI Longitude, Radial distance, Typical Nearby Store details includes, but is not limited to, the following: Store Address-Name, Store Latitude, Store Longitude, Radial distance.

The overall platform disclosed above provides network operators with direct feedback from customers without requiring expensive call centres. In addition, avoiding the use of call centres enables a better user experience, as the end user does not require to remain on a telephone call, usually in a queue, to report and receive feedback on their problem. Moreover, the ability for automatic reporting of problems that the telephone 12 has experienced, without the requirement of an end user to actually submit a report, enables network operators to more quickly deal with issues that would otherwise go unreported.

Modifications and improvements may be made without departing from the scope of the present invention.

Claims

CLAIMS1. A method of reporting information relating to a wireless network including: (a) monitoring at least one wireless device capable of connecting to the wireless network; (b) sending data from the at least one wireless device regarding one or more services delivered by the wireless network (c) receiving data from the at least one wireless device regarding one or more services delivered by the wireless network; (d) analysing data received from the at least one wireless device; and (e) determining, based on data received from the at least one wireless 0) device, a service status for each of the one or more services.

(\,j
2. A method as claimed in claim 1, further including sending the service status for each of the one or more services to the at least one wireless device.
3. A method as claimed in claim 1 or claim 2, further including providing data relating to one or more of the following service related information: services available, expected service levels, planned network coverage and network availability.
4. A method as claimed in any preceding claim, wherein the data sent from the at least one wireless device includes information relating to, or capable of deriving, the location of the at least one wireless device.
5. A method as claimed in claim 4, wherein service status is determined taking S into account the location of the at least one wireless device.
6. A method as claimed in claim 4 or claim 5, wherein service status is determined taking into account the service related information.
7. A method as claimed in claim 5 or claim 6, wherein the wireless network includes a plurality of wireless stations and the data includes service status of wireless stations within a pre-defined locality of the at least one wireless 0) device.

-15
8. A method as claimed in claim 7, wherein the data includes alternative wireless stations of an alternative wireless network to which the at least one wireless device is capable of connecting.
9. A method as claimed in any preceding claim, wherein the data sent from the at least one wireless device includes information on one or more of the following, where available: manufacturer, model, operating system version, IMEI (International Mobile Equipment Identity) number, phone type, battery status, battery level, charger connected, signal strength, MSISDN (Mobile Subscriber ISDN Number), subscriber ID (identification number), network type, operator ID, network operator, operator country, SIM state, SIM operator ID, SIM operator, SIM country, SIM serial number, whether the telephone is roaming, status, OPS data ( GFS Status, Network, Latitude, Longitude, Altitude, Accuracy, Speed, Fix Time), Current Network Location data (Latitude, Longitude, Accuracy, Fix Time), Current Cell Location (Network Type, CID, LAC).
10. A method as claimed in any preceding claim, wherein instigating step (b) is performed automatically when a particular service condition is detected.
11. A method as claimed in claim 10, wherein the service conditions which can 0) be automatically detected include one or more of the following: a dropped call, no wireless service, no data service, slow data service, poor call quality, (\i whether the wireless device is roaming and whether the wireless device has emergency' signal cover.
12. A method as claimed in any preceding claim, wherein instigating step (b) is performed manually.
13. A reporting system for a wireless network having at least one wireless device capable of connecting to the wireless network including: a monitor for the at least one wireless device a central data collector capable of receiving data from the monitor of the at least one wireless device regarding one or more services delivered by the wireless network; and a central data analyser capable of analysing data received from the at least one wireless device, wherein, based on data received from the at least one wireless device, the central data analyser determines a service status for each of the one or more services.
14. A system as claimed in claim 13, wherein central data analyser sends the service status for each of the one or more services to the at least one wireless device.

0)
15. A system as claimed in claim 13 or claim 14, wherein the data relating to one or more of the following service related information includes: services (\,j available, expected service levels, planned network coverage and network availability.
16. A system as claimed in any of claims 13 to 15, wherein the data sent from the at least one wireless device includes information relating to, or capable of deriving, the location of the at least one wireless device.
17. A system as claimed in claim 16, wherein service status is determined taking into account the location of the at least one wireless device.
18. A system as claimed in claim 16 or claim 17, wherein service status is determined taking into account the service related information.
19. A system as claimed in claim 17 or claim 18, wherein the wireless network includes a plurality of wireless stations and the data includes service status of wireless stations within a pre-defined locality of the at least one wireless device.
20. A system as claimed in claim 19, wherein the data includes alternative wireless stations of an alternative wireless network to which the at least one wireless device is capable of connecting.
21. A system as claimed in any preceding claim, wherein the data sent from the o at least one wireless device includes information on one or more of the i--following, where available: manufacturer, model, operating system version, IMEI (International Mobile Equipment Identity) number, phone type, battery status, battery level, charger connected, signal strength, MSISDN (Mobile Subscriber ISDN Number), subscriber ID (identification number), network type, operator ID, network operator, operator country, SIM state, SIM operator ID, SIM operator, SIM country, SIM serial number, whether the telephone is roaming, status, OPS data ( GFS Status, Network, Latitude, Longitude, Altitude, Accuracy, Speed, Fix Time), Current Network Location data (Latitude, Longitude, Accuracy, Fix Time), Current Cell Location (Network Type, CID, LAC).
22. A system as claimed in any preceding claim, wherein the monitor automatically sends data to the central data analyser when a particular service condition is detected.
23. A system as claimed in claim 22, wherein the service conditions which can be automatically detected include one or more of the following: a dropped call, no wireless service, no data service, slow data service, poor call quality, whether the wireless device is roaming and whether the wireless device has emergency' signal cover.0)
24. A system as claimed in any preceding claim, wherein the monitor sends data 0 to the central data analyser regarding a particular service condition when (\,j manually instructed to.