Method, apparatus, and computer-readable medium

Abstract

The method includes steps of receiving, by an agent, a complaint regarding a network problem of a network customer; searching, by the agent, for details of the network customer within the system; discovering user location details of the network customer within the system; and displaying, by a customer care web portal within the system, cell site information and coverage information based on the user location details of the network customer. The method further includes determining at least one of a cause of the network problem or a solution to the network problem based on the cell site information and the coverage information; and providing details of at least one of the cause of the network problem or the solution to the network problem to the network customer.

Description

Technical Field

[0001] The present application relates to a method for analyzing a user experience of a network based on user data and local shared resources, and an apparatus for analyzing a user experience of a network based on user data and local shared resources.

Background Art

[0002] Network service providers and device manufacturers (e.g., wireless, cellular, etc.) are constantly challenged to provide value and convenience to consumers, for example, by providing attractive network services with excellent flexibility, scalability, and diversity.

[0003] Mobile networks involve installing cell sites over an extended geographic area. With the increase in the number of users and the popularity of services that intensively consume bandwidth, such as video and music streaming, smart devices, and multiplayer video games, the capacity of a particular cell site increases, often reaching a point where the user experience is adversely affected. When a cell is highly utilized, network performance problems such as a decrease in upload / download speed, latency, and coverage issues occur.

Summary of the Invention

[0004] One aspect of this specification relates to a method. In some embodiments, the method includes steps of receiving, by an agent, a complaint regarding a network problem of a network customer; searching, by the agent, for details of the network customer within the system; finding user location details of the network customer within the system; displaying, by a customer care web portal within the system, cell site information and coverage information based on the user location details of the network customer; determining, based on the cell site information and the coverage information, at least one of a cause of the network problem or a solution to the network problem; and providing details of at least one of the cause of the network problem or the solution to the network problem to the network customer.

[0005] Another aspect of this specification relates to an apparatus including a memory that stores non-transitory instructions therein and a processor coupled to the memory, the processor being configured to execute the non-transitory instructions, thereby causing the apparatus to receive a complaint of a network problem of a network customer, search for details of the network customer within the system, find user location details of the network customer within the system, display cell site information and coverage information based on the user location details of the network customer by a customer care web portal of the apparatus, determine at least one of a cause of the network problem or a solution to the network problem based on the cell site information and the coverage information, and provide details of at least one of the cause of the network problem or the solution to the network problem to the network customer.

[0006] Yet another aspect of the present specification relates to a computer-readable medium. In some embodiments, the computer-readable medium includes instructions executable by a control unit of a system to cause the system to perform operations including receiving a complaint of a network problem of a network customer, retrieving details of the network customer within the system, finding user location details of the network customer within the system, displaying cell site information and coverage information based on the user location details of the network customer by a customer care web portal within the system, determining at least one of a cause of the network problem or a solution to the network problem based on the cell site information and the coverage information, and providing details of at least one of the cause of the network problem or the solution to the network problem to the network customer.

[0007] Aspects of the present disclosure are best understood by reading the following detailed description in conjunction with the accompanying drawings. Note that various features are not drawn to scale in accordance with standard practice in the industry. In fact, the dimensions of various features may be arbitrarily enlarged or reduced for clarity of discussion.

Brief Description of the Drawings

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Best Mode for Carrying Out the Invention

[0022] The following disclosure provides different embodiments or examples for implementing the features of the provided subject matter. Hereinafter, for the sake of simplifying the present disclosure, specific examples of components, materials, values, steps, arrangements, etc. will be described. These are, of course, merely examples and are not limiting. Other components, materials, values, steps, arrangements, etc. are conceivable. For example, the formation of a first feature on a second feature in the following description may include embodiments in which the first and second features are formed in direct contact, and may also include embodiments in which additional features may be formed between the first and second features so that the first and second features do not have to be in direct contact. In addition, the present disclosure may repeat reference numerals and / or letters in various examples. This repetition is for the purpose of brevity and clarity and does not itself determine the relationship between the various embodiments and / or configurations being discussed.

[0023] Furthermore, spatially relative terms such as "beneath", "below", "lower", "above", "upper", etc. may be used herein to facilitate the description of the relationship of one element or feature to another element(s) or feature(s) as shown in the figures. The spatially relative terms are intended to encompass different orientations of the device in use or operation in addition to the orientation shown in the figures. The device may be otherwise oriented (rotated at 90 degrees or other orientations), and the spatially relative descriptors used herein may be interpreted accordingly as well.

[0024] In the embodiments of the present application, the terms "system" and "network" are used interchangeably. "At least one (at least one party)" means one (one party) or more, and "a plurality of" means two or more. The term "and / or" describes the relationship between related objects and indicates that three relationships exist. For example, A and / or B indicates the case where only A exists, the case where both A and B exist, and the case where only B exists, and A and B are singular or plural. The character " / " generally indicates an "or" relationship between related objects. "At least one (at least one party) of" or a similar expression means any combination of items, including any combination of a single item (piece) or a plurality of items (pieces). For example, "at least one (at least one party) of A, B, and C" includes A, B, C, AB, AC, BC, or ABC, and "at least one (at least one party) of A, B, or C" includes A, B, C, A and B, A and C, B and C, or A and B and C.

[0025] Some approaches to customer support lack visibility into the customer's real-time network experience. As a result, the customer's real-time network experience and complaints in some approaches are recorded by customer service representatives and transferred to the network's technical team. In some approaches, customer service representatives do not have access to the customer's cell site information, cell site coverage information, fault information, and congestion information, and thus, customer service representatives cannot perform first-level troubleshooting based on these parameters.

[0026] According to one or more embodiments of the present disclosure, a customer service representative (e.g., an agent) can access and view cell site information, cell site coverage information, fault information, and congestion information of a customer's location. Therefore, the customer service representative can perform first-level troubleshooting based on at least the cell site coverage information, fault information, and congestion information of the customer's location.

[0027] According to one or more embodiments of the present disclosure, a customer care representative can analyze a customer's real-time network experience. Therefore, the customer care representative can access and view fault management (FM) information, performance management (PM) information, cell site coverage information, cell site information, and netvelocity (NW) data.

[0028] In some embodiments, the present disclosure shows cell sites within a distance of a user's location and identifies coverage and VoLTE problems within that distance. In some embodiments, the distance is 500 meters. In some embodiments, the present disclosure displays planned outages / unplanned outages of cell sites.

[0029] In some embodiments, the present disclosure detects a user's coverage perception from a user based on received signal received power (RSRP), signal to noise ratio (SINR), and other NW key performance indicators (KPIs), and provides an initial insight to a customer care representative about the coverage quality within a user area.

[0030] In some embodiments, the present disclosure displays coverage, congestion, sites, FM, local shared resources (LSRs), and NW data within the distance of the user location, thereby providing insights to customer service representatives for initially troubleshooting negative network experiences by customers.

[0031] Accordingly, one or more embodiments of the present disclosure reduce costs, shorten the time to resolve customer problems, thereby enhancing customer reliability in a network or telecommunications provider.

[0032] FIG. 1 is a block diagram of a mobile network 100 according to some embodiments.

[0033] In FIG. 1, a mobile communication network couples a user equipment (UE) 110 to a core network (CN) 150 via a radio access network (RAN) 120. The RAN 120 connects individual devices such as the user equipment (UE) 110 to other parts of the network, such as the CN 150, via a wireless connection. The RAN 120 is responsible for the management of radio resources, including strategies and algorithms for controlling power, channel allocation, and data rate.

[0034] The RAN 120 has evolved over time from 3G to 5G. For example, the RAN 120 is implemented in various configurations such as a global system for mobile communications (GSM) RAN (GRAN), GSM evolved GSM enhanced data rates for GSM evolution (EDGE) RAN (GERAN), universal mobile telecommunications service (UMTS) terrestrial RAN (UTRAN), evolved UMTS terrestrial RAN (E-UTRAN), centralized / cloud RAN (CRAN), virtualized RAN (VRAN), and open RAN (ORAN).

[0035] In some embodiments, RAN 120 includes one or more of 3G network 121, 4G network 132, or 5G network 140.

[0036] In 3G network 121, RAN 120 includes base stations for cell sites 122, 123 referred to as Node Bs (NBs) 124, 125, and a Radio Network Controller (RNC) 126. The RNC 126 controls and manages the radio transceivers within Node Bs 124, 125, and manages operational functions such as handoff and radio channels. The RNC 126 handles communication with 3G core network 152.

[0037] In 4G network 132, cell sites 130, 131 are implemented using Evolved Node Bs (eNodeBs or eNBs) 134, 135 for radio base stations. The eNodeBs 134, 135 perform radio access functions equivalent to the combined operations that Node Bs 124, 125 and the RNC perform in 3G, and can connect to the Evolved Packet Core 154.

[0038] In 5G network 140, cell sites 141, 142 are implemented using one of two types of RAN: Next Generation Node B (gNodeB) 144 and Next Generation Evolved Node B (ng-eNB) 146. The ng-eNB 146 is an enhanced version of the 4G eNodeB and connects 5G UE 110 to 5G Core Network (5GC) 156 using the 4G LTE air interface. The gNB 144 enables 5G UE 110 to connect to 5GC 156 using the 5G NR air interface. The gNB 144 and ng-eNB 146 are interconnected by the Xn interface. The gNB 144 and ng-eNB 146 are also connected to 5GC 156 by the NG interface.

[0039] In 5G, for example, it is possible to implement an open RAN environment, and the RAN 120 provided by the gNB 144 and the ng-eNB 146 is separated into a Radio Unit (RU) 147, a Distributed Unit (DU) 148, and a Centralized Unit (CU) 149. In the RU 147, radio frequency signals are transmitted, received, amplified, and digitized. The RU 147 is placed near the antenna or integrated with the antenna. The DU 148 and the CU 149 are the computing parts of the base station and send the digitized radio signals to the network. The DU 148 is placed in or near the RU 147, while the CU 149 is often placed near the core network 150. The different interfaces associated with the open RAN 120 include the Front Hall (FH) between the RU 147 and the DU 148, the Mid Hall (MH) between the DU 148 and the CU 149, and the Back Hall (BH) between the CU 149 and the core network 150.

[0040] The core network (CN) 150 connects the RAN 120 to networks 160 such as the public land mobile network (PLMN), the public switched telephone network (PSTN), and the packet data network (PDN). The CN 150 provides high-level traffic aggregation, routing, call control / switching, user authentication, and charging. The 3G CN 152 includes two different domains, namely the circuit-switched element and the packet-switched element. The 4G evolved packet core (EPC) 154 includes four main network elements, namely the serving gateway (S-GW), the packet data network (PDN) gateway (P-GW), the mobility management entity (MME), and the home subscriber server (HSS). The S-GW routes and forwards data packets from the UE and functions as a mobility anchor during handover between eNodeBs. The P-GW functions as the entry and exit point from the PDN (packet data network) such as the Internet to the EPC. The MME manages the UE access network and mobility, as well as the establishment of the bearer path for the user equipment (UE). The MME is also involved in the bearer activation / deactivation process. The HSS is the master database of a given subscriber that functions as a central repository of information for network nodes. The subscriber-related information held by the HSS includes user identification information, security, location, and subscriber profile. The EPC is connected to an external network including the IP multimedia core network subsystem (IMS). The 5GC 156 supports new network functions (NFs) associated with the packet core and user data management domains. The 5GC 156 provides a decomposed network architecture that introduces a service-based interface (SBI) and the separation of the control plane and user plane (CUPS).5GC decomposes the 4G MME into an Access and Mobility Management Function (AMF) and a Session Management Function (SMF). The AMF receives connection and session-related information from the UE and is responsible for processing connection and mobility management tasks. Messages related to session management are forwarded to the SMF.

[0041] The mobile network 100 is managed by a Network Management System (NMS) 170 that provides several network management functions. According to at least one embodiment, the NMS 170 provides real-time network experiences of one or more customers to customer care representatives. For example, in some embodiments, the NMS 170 provides FM information, PM information, cell site coverage information, cell site information, and NW data of customers to customer care representatives.

[0042] Before either the quality or performance of the mobile network 100 is adversely affected, there is a maximum number of users that can be accommodated by the mobile network 100. The carrying capacity of the mobile network 100 is the total amount of data or voice traffic that the cell sites of the mobile network 100, such as cell sites 122, 123, 130, 131, 141, 142, can transfer with customers. Wireless data is carried by modulating radio waves. The amount of waves (or the amount of spectrum) that a wireless system can modulate per second is called its bandwidth and is measured in Hertz (Hz). In some embodiments, a signal with a higher bandwidth (i.e., more Hz) can carry more data / second than a signal with a lower bandwidth (i.e., fewer Hz). The total amount of data transferred by a cell site over a given period of time is related to the speed at which cell sites 122, 123, 130, 131, 141, 142 transfer data bytes. In some embodiments, faster cell sites transfer more bytes than slower cell sites. The speed of data transfer is measured in bits per second (bps).

[0043] As the number of users increases, the amount of traffic generated during a given time period also increases. As a result, cell sites 122, 123, 130, 131, 141, 142 gradually become more and more congested. As a result, the channels of cell sites 122, 123, 130, 131, 141, 142 continue to decrease. According to at least one embodiment, NMS 170 provides cell site customer care congestion information so that a customer care representative can analyze and troubleshoot a customer's real-time network experience.

[0044] Figure 2 is a block diagram of system 200 according to some embodiments.

[0045] System 200 includes a customer care web device 202 coupled to a customer care micro service device 204 by link 215, the customer care micro service device 204 is coupled to a database 206 by link 219, the customer care micro service device 204 is coupled to a device 208 by link 217, and the database 206 is further coupled to system 208 by link 221.

[0046] System 208 includes at least one or more of user management micro service 208a, inventory micro service 208b, FM micro service 208c, PM micro service 208d, netvelocity micro service 208e, and coverage layer micro service 208f.

[0047] FIG. 2 shows, as part of system 208, user management microservice 208a, inventory microservice 208b, FM microservice 208c, PM microservice 208d, netvelocity microservice 208e, and coverage layer microservice 208f, although in some embodiments, one or more of user management microservice 208a, inventory microservice 208b, FM microservice 208c, PM microservice 208d, netvelocity microservice 208e, and coverage layer microservice 208f are not part of system 208.

[0048] In some embodiments, link 217 includes multiple links such that each of user management microservice 208a, inventory microservice 208b, FM microservice 208c, PM microservice 208d, netvelocity microservice 208e, and coverage layer microservice 208f is coupled to customer care microservice 204 by a corresponding link or set of links within the multiple links of link 217.

[0049] In some embodiments, link 221 includes multiple links such that each of user management microservice 208a, inventory microservice 208b, FM microservice 208c, PM microservice 208d, netvelocity microservice 208e, and coverage layer microservice 208f is coupled to database 206 by a corresponding link or set of links within the multiple links of link 221.

[0050] Customer care web device 202 includes one or more devices. In some embodiments, each device within customer care web device 202 corresponds to a computing device, computing system, or server. In some embodiments, customer care web device 202 corresponds to a computing device, computing system, or server.

[0051] In some embodiments, the customer care web device 202 is configured to perform at least one of generating, displaying, or storing at least one customer care web portal, such as, for example, customer care web portal 310 (FIG. 3), customer care web portal 600 (FIG. 6), customer care web portal 700 (FIG. 7), customer care web portal 800 (FIG. 8), customer care web portal 900 (FIG. 9), customer care web portal 1000 (FIG. 10), customer care web portal 1100 (FIG. 11), or customer care web portal 1200 (FIG. 12).

[0052] The customer care microservice 204 includes one or more devices. In some embodiments, each device within the customer care microservice 204 corresponds to a computing device, a computing system, a server, or a data center. In some embodiments, the customer care microservice 204 corresponds to a computing device, a computing system, a server, or a data center.

[0053] In some embodiments, the customer care microservice 204 is configured as an interface between the customer care web device 202 and at least one of the system 208 or the database 206.

[0054] The customer care microservice 204 is configured to receive, from the customer care web device 202, requests for cell site information and coverage information of a network customer's (e.g., a user's) user location. The customer care microservice 204 is configured to provide cell site information and coverage information based on the network customer's user location details in response to a request from the customer care web device 202. The customer care microservice 204 is configured to provide the cell site information and coverage information to the customer care web device 202.

[0055] The customer care microservice 204 is configured to send a user management microservice 208a for a network customer (e.g., a user) and send a request for user authentication, and is configured to receive a determination as to whether the user is authenticated by the user management microservice 208a (e.g., whether the user is a legitimate user).

[0056] The customer care microservice 204 is configured to send a request for cell site data to the inventory microservice 208b and receive the requested cell site data from the inventory microservice 208b.

[0057] The customer care microservice 204 is configured to send a request for FM data of a cell site to the FM microservice 208c and receive the requested FM data of the cell site from the FM microservice 208c.

[0058] The customer care microservice 204 is configured to send a request for PM data of a cell site / user to the PM microservice 208d and receive the requested PM data of the cell site / user from the PM microservice 208d. In some embodiments, the PM data includes at least one of KPIs of a cell site that supports a user or KPIs of user data.

[0059] The customer care microservice 204 is configured to send a request for NW data of a user to the Netvelocity microservice 208e and receive the requested NW data of the user from the Netvelocity microservice 208e.

[0060] The customer care microservice 204 is configured to send a request for coverage data of a cell site to the coverage layer microservice 208f and receive the requested coverage data of the cell site from the coverage layer microservice 208f.

[0061] The database 206 is configured to store one or more databases. In some embodiments, the one or more databases stored in the database 206 include one or more of authentication information of one or more users of the network, cell site data of one or more cell sites in the network, FM data of one or more cell sites in the network, PM data of one or more cell sites in the network, NW data of one or more users in the network, or coverage data of one or more cell sites in the network.

[0062] In some embodiments, the database 206 is divided into separate databases configured to store corresponding authentication information of one or more users of the network, cell site data of one or more cell sites in the network, FM data of one or more cell sites in the network, PM data of one or more cell sites in the network, NW data of one or more users in the network, or coverage data of one or more cell sites in the network.

[0063] The database 206 includes an organized collection of data or structured information stored in the database storage device 206. In some embodiments, the database 206 is a non-relational database. In some embodiments, the database 206 is a relational database configured to use Structured Query Language (SQL).

[0064] The user management microservice 208a includes one or more devices. In some embodiments, each device within the user management microservice 208a corresponds to a computing device, a computing system, a server, or a data center. In some embodiments, the user management microservice 208a corresponds to a computing device, a computing system, a server, or a data center.

[0065] The user management microservice 208a is configured to receive a user authentication request of a network customer (e.g., a user) from the customer care microservice 204, determine whether the user is authenticated (e.g., whether the user is a legitimate user), and send a determination of whether the user is authenticated (e.g., whether the user is a legitimate user) to the customer care microservice 204.

[0066] The inventory microservice 208b includes one or more devices. In some embodiments, each device within the inventory microservice 208b corresponds to a computing device, a computing system, a server, or a data center. In some embodiments, the inventory microservice 208b corresponds to a computing device, a computing system, a server, or a data center.

[0067] The inventory microservice 208b is configured to receive a user's cell site data request from the customer care microservice 204 and send the requested user's cell site data to the customer care microservice 204.

[0068] The FM microservice 208c includes one or more devices. In some embodiments, each device within the FM microservice 208c corresponds to a computing device, a computing system, a server, or a data center. In some embodiments, the FM microservice 208c corresponds to a computing device, a computing system, a server, or a data center.

[0069] The FM microservice 208c is configured to receive a request for FM data of a cell site from the customer care microservice 204 and transmit the requested FM data of the cell site to the customer care microservice 204.

[0070] The PM microservice 208d includes one or more devices. In some embodiments, each device within the PM microservice 208d corresponds to a computing device, a computing system, a server, or a data center. In some embodiments, the PM microservice 208d corresponds to a computing device, a computing system, a server, or a data center.

[0071] The PM microservice 208d is configured to receive a request for PM data of a cell site from the customer care microservice 204 and transmit the requested PM data of the cell site to the customer care microservice 204.

[0072] The Netvelocity microservice 208e includes one or more devices. In some embodiments, each device within the inventory microservice 208e corresponds to a computing device, a computing system, a server or a data center. In some embodiments, the inventory microservice 208e corresponds to a computing device, a computing system, a server or a data center.

[0073] The Netvelocity microservice 208e is configured to receive a user's NW data request from the customer care microservice 204 and send the requested user's NW data to the customer care microservice 204.

[0074] The coverage layer micro service 208f includes one or more devices. In some embodiments, each device within the coverage layer micro service 208f corresponds to a computing device, a computing system, a server, or a data center. In some embodiments, the coverage layer micro service 208f corresponds to a computing device, a computing system, a server, or a data center.

[0075] The coverage layer micro service 208f is configured to send a cell site coverage data request to the customer care microservice 204 and send the requested cell site coverage data to the customer care microservice 204.

[0076] In some embodiments, the coverage layer microservice 208f includes a Smart Network Coverage layer (SNC). In some embodiments, the SNC layer is configured to merge at least two types of coverage data. For example, in some embodiments, the SNC layer is configured to merge (1) predicted coverage data and (2) drive test data. In some embodiments, the predicted coverage data is generated by a wireless network design and optimization platform configured to support a wireless carrier. In some embodiments, the predicted coverage data is generated by an RF planning software application. In some embodiments, the predicted coverage data is generated by Atol. In some embodiments, the drive test data is captured by the netvelocity microservice 208e. In some embodiments, the SNC layer is configured to generate coverage data based on an average between (1) predicted coverage data and (2) drive test data. In some embodiments, the SNC layer is configured to generate coverage data based on a weighted average between (1) predicted coverage data and (2) drive test data. Various weights are within the scope of the present disclosure.

[0077] In some embodiments, the coverage data generated by the SNC layer includes at least one of the SINR or RSRP received by the UE 110 from the cell site 322 of FIG. 3. In some embodiments, other types of data are used to generate the coverage data.

[0078] In some embodiments, the system 1300 (described below) in FIG. 13 corresponds to at least one or more of the customer care web device 202, the customer care microservice device 204, the database 206, the system 208, the user management microservice 208a, the inventory microservice 208b, the FM microservice 208c, the PM microservice 208d, the netvelocity microservice 208e, or the coverage layer microservice 208f, and thus, a similar detailed description is omitted.

[0079] In some embodiments, the system 1300 (FIG. 13) is one or more embodiments of the customer care web device 202, the customer care microservice device 204, the database 206, the system 208, the user management microservice 208a, the inventory microservice 208b, the FM microservice 208c, the PM microservice 208d, the netvelocity microservice 208e, or the coverage layer microservice 208f.

[0080] In some embodiments, at least two or more of the customer care web device 202, the customer care microservice device 204, the database 206, the system 208, the user management microservice 208a, the inventory microservice 208b, the FM microservice 208c, the PM microservice 208d, the netvelocity microservice 208e, or the coverage layer microservice 208f are part of the same network with each other.

[0081] In some embodiments, at least one or more of the customer care web device 202, the customer care microservice device 204, the database 206, the system 208, the user management microservice 208a, the inventory microservice 208b, the FM microservice 208c, the PM microservice 208d, the netvelocity microservice 208e, or the coverage layer microservice 208f are part of corresponding different networks with each other.

[0082] In some embodiments, at least the same network or different networks correspond to a wired or wireless network. In some embodiments, at least the same network or different networks correspond to a local area network (LAN). In some embodiments, at least the same network or different networks correspond to a wide area network (WAN). In some embodiments, at least the same network or different networks correspond to a metropolitan area network (MAN). In some embodiments, at least the same network or different networks correspond to an internet area network (IAN), a campus area network (CAN), or a virtual private network (VPN). In some embodiments, at least the same network or different networks correspond to the Internet.

[0083] Other configurations, the number of networks, or different types of networks in at least the same network or different networks are within the scope of the present disclosure.

[0084] In some embodiments, at least links 215, 217, 219, or 221 are wired links. In some embodiments, at least links 215, 217, 219, or 221 are wireless links. In some embodiments, at least links 215, 217, 219, or 221 correspond to any transmission media type. For example, optical fiber cables, any wired cable, and any wireless link type. In some embodiments, at least links 215, 217, 219, or 221 correspond to shielded, twisted-pair cabling, copper cables, optical fiber cables, and / or encrypted data links.

[0085] In some embodiments, at least links 215, 217, 219, or 221 are based on various technologies such as code division multiple access (CDMA), wideband CDMA (WCDMA (registered trademark)), time division multiple access (TDMA), frequency division multiple access (FDMA), orthogonal frequency division multiplexing (OFDM), time division duplex (TDD), frequency division duplex (FDD), Bluetooth (registered trademark), infrared (IR), or other protocols that can be used in wireless communication networks or wired data communication networks. Accordingly, the exemplary figures provided herein are not intended to limit the embodiments of the present disclosure, but are merely to assist in the description of aspects of the embodiments of the present disclosure.

[0086] Other configurations or the number of links in at least links 215, 217, 219, or 221 are within the scope of the present disclosure. For example, FIG. 2 shows a single link for each of links 215, 217, 219, or 221, but one or more of links 215, 217, 219, or 221 may include multiple links.

[0087] Other configurations, different types of devices, or other numbers of devices in customer care web device 202, customer care microservice device 204, database 206, system 208, user management microservice 208a, inventory microservice 208b, FM microservice 208c, PM microservice 208d, netvelocity microservice 208e, or coverage layer microservice 208f are within the scope of the present disclosure.

[0088] The number of other configurations or elements within system 200 is within the scope of the present disclosure.

[0089] FIG. 3A is a block diagram of system 300A and a flowchart of method 300B for operating system 300A, according to some embodiments.

[0090] FIG. 3B is an enlarged view of the customer care web portal 310 of the system 300A of FIG. 3A, according to some embodiments.

[0091] System 300A is an embodiment of system 200 and system 100, and similar detailed descriptions are omitted.

[0092] System 300A includes the system 200 of FIG. 2 and the UE 110 of FIG. 1, and thus similar detailed descriptions are omitted. User (e.g., customer) 302 is configured to use UE 110. Agent (e.g., customer care representative) 304 is configured to use the customer care web device 202, thereby causing the customer care web device 202 to generate the customer care web portal 310. The customer care web device 202 includes the customer care web portal 310. In some embodiments, the customer care web portal 310 includes a map area 310a, a color key 310b for coverage data, a congestion detail field 320a, a coverage detail field 320b, and a service outage detail field 320c. Other fields of the customer care web portal 310 are within the scope of the present disclosure.

[0093] In some embodiments, the customer care web portal 310 can be browsed by the user via a user interface (e.g., the user interface 1324 of FIG. 13) and is displayed by the system 1300.

[0094] In some embodiments, the customer care web device 202 is configured to interact with at least one or more of the customer care microservice device 204, the database 206, the system 208, the user management microservice 208a, the inventory microservice 208b, the FM microservice 208c, the PM microservice 208d, the netvelocity microservice 208e, or the coverage layer microservice 208f, as described in FIG. 2 or FIG. 4 (described later), and thus similar detailed descriptions are omitted.

[0095] Method 300B includes a series of steps or operations (e.g., S301, S302, S303, S304, and S305) executed by system 300A.

[0096] In some embodiments, method 300B is a method for analyzing the experience of user 302 of the network based on the Netvelocity data and local shared resources of user 302. In some embodiments, at least a part of method 300B is executed by at least one or more of customer care microservice device 204, database 206, system 208, user management microservice 208a, inventory microservice 208b, FM microservice 208c, PM microservice 208d, netvelocity microservice 208e, coverage layer microservice 208f, or UE110.

[0097] In some embodiments, FIG. 3A is a flowchart of method 300B of operating system 300A of FIG. 3A, and thus, similar detailed descriptions are omitted. Additional operations can be performed before, during, and / or after method 300B shown in FIG. 3A, and it is understood that some other operations may only be briefly described herein. In some embodiments, other orders of the operations of method 300B are within the scope of the present disclosure. In some embodiments, one or more operations of method 300B are not performed.

[0098] Although method 300B includes exemplary operations, the operations are not necessarily executed in the order shown. The operations may be appropriately added, replaced, reordered, and / or deleted according to the spirit and scope of the disclosed embodiments. It is understood that method 300B utilizes one or more features of system 100, 200, or 300A.

[0099] In operation S301 of method 300B, a complaint about a network problem of a network customer (e.g., user 302) is received. In some embodiments, the complaint about the network problem of the network customer is received from user 302 by agent 304.

[0100] In some embodiments, the complaint about the network problem includes that user 302 cannot perform voice calls, video calls, conference calls, send and receive emails, send and receive text messages, etc. In some embodiments, the complaint about the network problem includes that user 302 cannot reach a web page. In some embodiments, the complaint about the network problem includes slow Internet speed, slow data transfer speed, network timeout, poor signal quality, user 302 cannot start one or more software applications on UE110, one or more software applications on UE110 are operating slower than normal or expected, user 302 cannot use one or more hardware applications on UE110, one or more hardware applications on UE110 are operating slower than normal or expected, unexpected behavior of UE110, etc. Other network complaints are within the scope of the present disclosure.

[0101] In operation S302 of method 300B, details of the network customer are retrieved at least in the system (e.g., system 200) or database 206. In some embodiments, the details of the network customer are retrieved by agent 304. In some embodiments, the details of the network customer are retrieved by agent 304 within system 200 or database 206.

[0102] In some embodiments, the details of the network customer include one or more of the Mobile Station Integrated Services Digital Network (MSISDN) 602 (FIG. 6) or the user location 312. In some embodiments, the MSISDN 602 is a telephone number that identifies the UE 110 by the network 100 or 300A. Other details of the network customer are within the scope of the present disclosure.

[0103] In operation S303 of method 300B, the user location details 610 (FIG. 6) of the network customer are discovered within the system, and the cell site information and coverage information of the user location are displayed on the customer care web portal 306. In some embodiments, the cell site information and coverage information of the user location are displayed in the map area 310a of the customer care web portal 306. In some embodiments, operation S303 of method 300B includes the customer care web device 202 requesting the cell site and coverage information of the user location 312 / user location details 610 from the customer care microservice 204.

[0104] In some embodiments, operation S303 includes the customer care web portal generating a map (e.g., map area 310a) based on the user location and dropping a pin on the map to indicate the user location 312.

[0105] In some embodiments, operation S303 of method 300B includes finding the user location details within the system and displaying the cell site information and coverage information based on the user location details.

[0106] In some embodiments, the map region 310a displays graphical details of the cell site information and coverage information of the user location. In some embodiments, the map region 310a is generated by the customer care web portal 306. In some embodiments, the map region 310a is generated by one or more devices within the system 208 or the customer care microservice 204. In some embodiments, the user location details of the network customer include the latitude and longitude of the network customer.

[0107] In some embodiments, the user location details 610 of the network customer include the user location 312. In some embodiments, the user location details 610 of the network customer include at least one of the latitude and longitude of the most recent location 1014 (FIG. 10) of the network customer, the latitude and longitude of the home location 1010 of the network customer, or the latitude and longitude of the work location 1012 of the network customer.

[0108] Other user location details 610 of the network customer are within the scope of the present disclosure.

[0109] In some embodiments, at least one of the user location details 610 of the network customer, or the cell site information and coverage information of the user location 312 of the network customer, is found in the database 206.

[0110] In some embodiments, the user location details 610 of the network customer are found based on the MSISDN 602. In some embodiments, the cell site information and coverage information of the user location 312 are based on the user location details of the network customer.

[0111] In some embodiments, the cell site information includes cell site data of user 302 based on user location 312. In some embodiments, the cell site information includes a list of current and planned cell sites based on user location 312. In some embodiments, the cell site data of user 302 based on user location 312 includes cell sites 322 located within a first distance D1 of user location 312. In some embodiments, the first position D1 is equal to 500 meters. In some aspects, cell site 322 includes one or more of cell sites 322a, ..., 322h, or 322i. Other values of the first distance D1 are within the scope of the present disclosure. In some embodiments, the cell site data of user 302 includes a list of current and planned cell sites based on user location 312.

[0112] In some embodiments, the coverage information of user location 312 includes one or more of FM data of cell sites 322 located within a first distance D1 of user location 312, PM data of cell sites 322 located within a first distance D1 of user location 312, NW data of UE110, or coverage data of cell sites 322 located within a first distance D1 of user location 312.

[0113] In some embodiments, the FM data of a cell site includes FM data 702 or table 802. In some embodiments, FM data 702 or table 802 includes fault management data. In some embodiments, FM data 702 includes outage alarms of one or more cell sites 322. In some embodiments, each cell site 322 has a corresponding outage alarm. In some embodiments, the outage alarm identifies whether the corresponding cell site is out of service.

[0114] In some embodiments, the out-of-service alarm includes one or more cell sites that are not out of service, one or more cells that have been out of service in the most recent 24 hours, and one or more cells that have an active out-of-service condition. In some embodiments, cell sites 322a - 322i have corresponding out-of-service alarms 330a - 330d, 332a, 332b, 334a - 334c that are color-coded based on white, yellow, and red. In some embodiments, white corresponds to cell sites 322a, 322b, 322c, and 322d that are currently not out of service. In some embodiments, yellow corresponds to cell sites 322e and 322f that do not have an active out-of-service condition but have been out of service in the most recent 24 hours. In some embodiments, red corresponds to cell sites 322g, 322h, and 322i that have an active out-of-service condition.

[0115] Other types of color designations or tier designations for indicating out-of-service alarm types are within the scope of the present disclosure. Other numbers of color designations or tier designations for indicating out-of-service alarm types are within the scope of the present disclosure.

[0116] For example, cell sites 322a, 322b, 322c, and 322d do not have a current out-of-service condition. In some embodiments, cell sites 322a, 322b, 322c, and 322d are designated by corresponding out-of-service alarms 330a, 330b, 330c, 330d (e.g., no out-of-service).

[0117] For example, cell sites 322e and 322f do not have an active out-of-service condition but have been out of service in the most recent 24 hours. In some embodiments, cell sites 322e and 322f are designated by corresponding out-of-service alarms 332a and 332b (e.g., out-of-service in the most recent 24 hours).

[0118] For example, cell sites 322g, 322h, and 322i have a functional outage during operation. In some embodiments, cell sites 322g, 322h, and 322i are designated by outage alarms 334a, 334b, and 334c (e.g., functional outage during operation).

[0119] Other time windows for outage of the cell site or FM data 702 are also within the scope of the present disclosure.

[0120] In some embodiments, PM data 902 includes KPIs of one or more cell sites 322 or UEs 110. In some embodiments, PM data 902 includes congestion information of one or more cell sites 322. In some embodiments, PM data 902 includes whether the current cell site is congested. In some embodiments, the congestion information or PM data 902 of one or more cell sites 322 includes downlink (DL) physical resource block (PRB) utilization parameter 910, VoLTE call drop ratio parameter 912, availability of cell parameter 914, DL user throughput parameter 916 (shown in FIG. 9).

[0121] Other types of data or parameters of PM data 902 are within the scope of the present disclosure.

[0122] In some embodiments, NW data 1202 includes download speed 1202a, upload speed 1202b, SINR 1202c, latency 1202d, RSRP 1202e, RSSI 1202f, jitter 1202g, packet loss 1202h, etc.

[0123] In some embodiments, NW data 1202 is obtained by UE 110 that performs a speed test by using an NW application.

[0124] In some embodiments, at least one of the coverage data 340, 342, or 344 includes at least the SINR or RSRP received by the UE 110 from the cell site 322. In some embodiments, other types of data are used to generate the coverage data.

[0125] In some embodiments, the agent 304 can select the type of coverage data used by the SNC layer to generate the coverage data. For example, according to some embodiments, the agent 304 can select the SINR received by the UE 110 from the cell site 322 as the type of coverage data used by the SNC layer to generate the coverage data. For example, according to some embodiments, the agent 304 can select the RSRP received by the UE 110 from the cell site 322 as the type of coverage data used by the SNC layer to generate the coverage data.

[0126] In some embodiments, the coverage data 340, 342, or 344 is generated by the SNC layer based on the average between (1) predicted coverage data and (2) drive test data. In some embodiments, the coverage data 340, 342, or 344 is generated by the SNC layer based on a weighted average between (1) predicted coverage data and (2) drive test data. Various weights are within the scope of the present disclosure.

[0127] In some embodiments, the coverage data 340, 342, and 344 can be divided into layers, and each layer corresponds to a level of signal quality. For example, according to some embodiments, the coverage data 340 corresponds to an "excellent" coverage area, the coverage data 342 corresponds to a "good" coverage area, and the coverage data 344 corresponds to a "poor" coverage area. In some embodiments, the "excellent" coverage area has a higher SINR or RSRP than the SINR or RSRP of the "good" coverage area. In some embodiments, the "good" coverage area has a higher SINR or RSRP than the SINR or RSRP of the "poor" coverage area.

[0128] In some embodiments, the coverage data 340, 342, and 344 are color-coded based on the color key 310b.

[0129] The coverage data 340 includes a coverage data area 340a.

[0130] The coverage data 342 includes coverage data areas 342a, 342b, and 342c.

[0131] The coverage data 344 includes a coverage data area 344a.

[0132] In some embodiments, the coverage data 340, 342, and 344 may be subdivided into different categories based on the user location. For example, according to some embodiments, the coverage quality within the user area can be classified as "Good Indoor / Bad Outdoor", in which case the coverage quality is good when the user is located indoors, or better than when the user is located outdoors and it is bad. For example, according to some embodiments, the coverage quality within the user area can be classified as "Good Indoor / Good Outdoor", in which case the coverage quality is good and is approximately equal when the user is located outdoors and it is good and when the user is located indoors. For example, according to some embodiments, the coverage quality within the user area can be classified as "Bad Indoor / Good Outdoor", in which case the coverage quality is bad when the user is located indoors, or worse than when the user is located outdoors and it is good. Other subcategories or other numbers of coverage quality are within the scope of the present disclosure.

[0133] Another number of at least one of the coverage data 340, 342 or 344, or the coverage area, is within the scope of the present disclosure.

[0134] In operation S304 of method 300B, the cell site information and the coverage information are analyzed. In some embodiments, agent 304 analyzes the cell site information and the coverage information. In some embodiments, operation S304 includes determining at least one of the cause of the network problem or the solution to the network problem based on the cell site information and the coverage information.

[0135] In some embodiments, determining at least one of the causes of the network problem includes clicking on the congestion detail display field 320a, the coverage detail display field 320b, or the outage detail display field 320c within the customer care web portal 310.

[0136] In some embodiments, when agent 304 clicks on the congestion details display field 320a within customer care web portal 310, customer care web portal 310 displays PM data 902 in map area 310a, and agent 304 can determine a solution to the network problem based on cell site information and coverage information. In some embodiments, if agent 304 determines that congestion is the cause of the network problem, agent 304 notifies user 302 that the congestion problem will be resolved within a specified period of time, or that an expansion of the network to resolve the congestion problem is planned.

[0137] In some embodiments, when agent 304 clicks on the coverage details display field 320b within customer care web portal 310, customer care web portal 310 displays coverage data 340, 342, and 344 in map area 310a, and agent 304 can determine a solution to the network problem based on cell site information and coverage information.

[0138] In some embodiments, if agent 304 determines that coverage is the cause of the network problem, agent 304 notifies user 302 that the coverage problem will be resolved by installing one or more new cell sites within the network to provide better coverage, and that one or more new cell sites are planned to be installed within the network.

[0139] In some embodiments, when agent 304 clicks on the outage details display 320c within customer care web portal 310, customer care web portal 310 displays FM data 702 in map area 310a, and agent 304 can determine a solution to the network problem based on cell site information and coverage information.

[0140] In some embodiments, when agent 304 determines that the service interruption is due to a network problem, agent 304 notifies user 302 that the service interruption problem will be resolved within a specified period for cell sites with active service interruptions such as cell sites 322g, 322h, and 322i, or that the service interruption problem has been resolved by cell sites that are not currently experiencing a service interruption but had a service interruption in the most recent 24 hours, such as cell sites 322e and 322f.

[0141] In operation S305 of method 300B, details of at least one of the cause of the network problem or the solution to the network problem are provided to the network customer. In some embodiments, operation S305 includes agent 304 explaining to the network customer at least one of the cause of the network problem or the solution to the network problem based on an analysis of cell site information and coverage information.

[0142] For example, in some embodiments, agent 304 can explain to the network customer that agent 304 can confirm an active cell site service interruption near the user's location and that agent 304 can communicate to the network customer that the active cell site service interruption will be resolved within the next 24 to 72 hours, thereby providing the network customer with first-level troubleshooting.

[0143] For example, in some embodiments, agent 304 can explain to the network customer that agent 304 can confirm an active congestion problem at one or more cell sites near the user's location and that agent 304 can communicate to the network customer that the active congestion problem will be resolved within the next 24 to 72 hours, thereby providing the network customer with first-level troubleshooting.

[0144] For example, in some embodiments, the agent 304 can identify a congestion problem in operation at one or more cell sites near the user's location, and the agent 304 can inform the network customer that the congestion problem in operation can be immediately resolved by installing additional cell sites or network expansions, thereby providing the network customer with first-level troubleshooting.

[0145] In some embodiments, the agent 304 can instruct the network customer to perform an NW speed test, thereby providing the network customer with first-level troubleshooting. In some embodiments, the results of the speed test are shared with the customer web portal 1200 as shown in FIG. 12, and the agent 304 can use the results of the speed test to provide a solution to the network customer.

[0146] In some embodiments, the network user's headset or UE110 may have a problem, and the agent 304 can instruct the network customer to go to the store closest to the user's location shown on the customer care web portal, thereby providing the network customer with first-level troubleshooting.

[0147] In some embodiments, the agent 304 may not be able to find the cause of the network customer's problem or may not have a reasonable solution, and the agent can create a ticket to be processed by the next level of troubleshooting for the network customer.

[0148] In some embodiments, at least one of operations S301, S302, S304, or S305 is performed by a user (person). In some embodiments, the execution of S301, S302, S304, or S305 is automated, and S301, S302, S304, or S305 is performed by a system such as system 1300 of FIG. 13.

[0149] In some embodiments, at least a portion of at least one of operations S301, S302, S304, or S305 is performed by a user (person). In some embodiments, the portion of the execution of S301, S302, S304, or S305 is automated, and the portion of S301, S302, S304, or S305 is performed by a system such as system 1300 of FIG. 13.

[0150] In some embodiments, by using method 200, a customer service representative (e.g., an agent) can access and view cell site information, cell site coverage information, fault information, and congestion information of a customer's location. Accordingly, the customer service representative can perform first-level troubleshooting based on at least the cell site coverage information, fault information, and congestion information of the customer's location.

[0151] In some embodiments, by using method 200, a customer care representative can analyze a customer's real-time network experience. Accordingly, the customer care representative can access and view fault management (FM) information, performance management (PM) information, cell site coverage information, cell site information, and netvelocity (NW) data.

[0152] In some embodiments, by using method 200, a coverage perception from a user is detected based on received signal strength received power (RSRP), signal-to-noise ratio (SINR), and other NW key performance indicators (KPIs), providing an initial insight to the customer care representative about the coverage quality within the user area.

[0153] In some embodiments, by using method 200, coverage, convergence, sites, FM, local shared resources (LSRs), and NW data within the distance of the user location are displayed, whereby method 200 provides insights to customer service representatives for initially troubleshooting negative network experiences by customers.

[0154] Accordingly, method 200 reduces costs, shortens the time to resolve customer problems, thereby enhancing customer reliability in the network or telecommunications provider.

[0155] FIG. 4 is a flowchart of a method 400 for operating a system according to some embodiments.

[0156] Method 400 is an embodiment of method 300B of FIG. 3A, and a similar detailed description is omitted. In some embodiments, one or more of operations S401 to S424 are embodiments of one or more of operations S301 to S305 of method 300B, and accordingly, a similar detailed description is omitted.

[0157] In some embodiments, method 400 includes a series of steps or operations (e.g., S401 to S4424) performed by system 100, 200, or 300A.

[0158] Method 400 is an embodiment of at least operations S301, S302, S303, S304, or S305 of method 300B of FIG. 3A, and accordingly, a similar detailed description is omitted. For example, in some embodiments, method 400 is a method of analyzing the user experience of user 302 in the network based on the Netvelocity data and local shared resources of user 302.

[0159] In some embodiments, FIG. 4 is a flowchart of method 400 of operating system 100 of FIG. 1, system 200 of FIG. 2, or system 300A of FIG. 3A, and thus, similar detailed descriptions are omitted. Additional operations can be performed before, during, and / or after method 400 shown in FIG. 4, and it is understood that some other operations may only be briefly described herein. In some embodiments, other orders of the operations of method 400 are within the scope of the present disclosure. In some embodiments, one or more operations of method 400 are not performed.

[0160] Method 400 includes exemplary operations, but the operations are not necessarily performed in the order shown. The operations may be added, replaced, reordered, and / or deleted as appropriate according to the spirit and scope of the disclosed embodiments. It is understood that method 400 utilizes one or more features of system 100, 200, or 300A or method 300B.

[0161] In operation S401 of method 400, a complaint regarding a network problem of network customer 302 is received by agent 304. In some embodiments, operation S401 is operation S301 of method 300B, and thus, similar detailed descriptions are omitted.

[0162] In operation S402 of method 400, agent 304 searches for details of network customer 302 in the customer care web portal of customer care web device 202. In some embodiments, the customer care web portal of customer care web device 202 includes customer care web portal 310, customer care web portal 600 (FIG. 6), customer care web portal 700 (FIG. 7), customer care web portal 800 (FIG. 8), customer care web portal 900 (FIG. 9), customer care web portal 1000 (FIG. 10), customer care web portal 1100 (FIG. 11), or customer care web portal 1200 (FIG. 12).

[0163] In some embodiments, in operation S402, agent 304 searches for details of network customer 302 in a system such as system 200, or in user management microservice 208a. In some embodiments, agent 304 searches for a network customer by entering the MSISDN 602 of the network customer into a customer care web portal (e.g., customer care web portal 600).

[0164] In some embodiments, the details of the network customer include one or more of mobile station integrated digital service network (MSISDN) 602 (FIG. 6), user location 312, or phone type OS 604. In some embodiments, MSISDN 602 is the phone number by which network 100 or 300A identifies UE 110. Other details of the network customer are within the scope of the present disclosure.

[0165] In some embodiments, operation S402 includes operation S302 of method 300B, and thus a similar detailed description is omitted.

[0166] In operation S403 of method 400, agent 304 receives details of network customer 302 from the customer care web portal. In some embodiments, agent 304 is unable to find the details of network customer 302 from the customer care web portal, and agent 304 executes at least method 500 of FIG. 5, and thus a similar detailed description is omitted.

[0167] In some embodiments, operation S403 includes a customer care web portal that generates a map based on the user's location and drops a pin on the map to indicate the user's location.

[0168] In operation S404 of method 400, agent 304 performs further inquiries on the customer's complaint. In some embodiments, operation S404 includes agent 305 determining at least one of the cause of the network problem or the solution to the network problem by using the customer care web portal. In some embodiments, operation S404 includes determining at least one of the cause of the network problem or the solution to the network problem.

[0169] In some embodiments, operation S404 includes operation S405. In some embodiments, operation S404 includes at least one of operations S302, S303, S304, or S305.

[0170] In operation S405 of method 400, customer care web device 202 requests from customer care microservice 204 to show cell site and coverage information of user location 312 / user location details 610. In some embodiments, operation S405 is triggered by a request from agent 304 that causes customer care web device 202 to request to show cell site and coverage information of user location 312 / user location details 610.

[0171] In some embodiments, one or more of operations S405, S406, S407, S408, S409, S410, S411, S412, S413, S414, S415, S416, S417, S418, S419, S420, S421, or S422 are embodiments of operation S303 of method 300B, and thus, the similar detailed description is omitted.

[0172] In some embodiments, operation S405 includes the customer care web portal sending a request to display cell site and coverage information of the user location from the customer care microservice. In some embodiments, the cell site and coverage information of the user location includes at least one of at least the cell site information of method 300B or at least the coverage information of method 300B, and thus, similar detailed descriptions are omitted.

[0173] In operation S406 of method 400, the customer care microservice 204 requests cell site data from the inventory microservice 208b.

[0174] In some embodiments, the cell site data includes at least one of at least the cell site information of method 300B, and thus, similar detailed descriptions are omitted. In some embodiments, the cell site data of user 302 includes a list of the current cell site and the planned cell sites based on the user location 312.

[0175] In some embodiments, at least one cell site of method 300B or 400 includes at least cell sites 322a - 322i, 622, 722, 1022, or 1122.

[0176] In operation S407 of method 400, the inventory microservice 208b fetches cell site data from the database 206.

[0177] In operation S408 of method 400, the inventory microservice 208b receives cell site data from the database 206.

[0178] In operation S409 of method 400, the customer care microservice 204 receives cell site data from the inventory microservice 208b.

[0179] In operation S410 of method 400, the customer care microservice 204 requests the FM microservice 208c to stop the corresponding cell site function and for intermittent alarm data.

[0180] In some embodiments, the function stop and intermittent alarm data of method 300B and method 400 include FM data such as FM data 702, table 801, and function stop alarms 330a - 330d, 332a, 332b, 334a - 334c, 830a - 830c, etc., and thus, similar detailed descriptions are omitted.

[0181] In operation S411 of method 400, the FM microservice 208c fetches the function stop and intermittent alarm data of the corresponding cell site from the database 206.

[0182] In operation S412 of method 400, the FM microservice 208c receives the function stop and intermittent alarm data of the corresponding cell site from the database 206.

[0183] In operation S413 of method 400, the customer care microservice 204 receives the function stop and intermittent alarm data of the corresponding cell site from the FM microservice 208c.

[0184] In operation S414 of method 400, the customer care microservice 204 requests the PM microservice 208d for congestion data of the corresponding cell site.

[0185] In some embodiments, the congestion data of method 300B and method 400 include PM data such as PM data 902, table 901, DL PRB utilization parameter 910, VoLTE call drop rate parameter 912, availability of cell parameter 914, or DL user throughput parameter 916, etc., and thus, similar detailed descriptions are omitted.

[0186] In operation S415 of method 400, the PM microservice 208d fetches the congestion data of the corresponding cell site from the database 206.

[0187] In operation S416 of method 400, the PM microservice 208d receives the congestion data of the corresponding cell site from the database 206.

[0188] In operation S417 of method 400, the customer care microservice 204 receives the congestion data of the corresponding cell site from the PM microservice 208d.

[0189] In operation S418 of method 400, the customer care microservice 204 requests the coverage data of the corresponding cell site from the coverage microservice 208f.

[0190] In some embodiments, the coverage data of methods 300B and 400 includes at least one of coverage data 340, 342, or 344, and thus, similar detailed descriptions are omitted. In some embodiments, the coverage data of methods 300B and 400 includes NW data such as NW data 1202, and thus, similar detailed descriptions are omitted. In some embodiments, the NW data 1202 includes download speed 1202a, upload speed 1202b, SINR 1202c, latency 1202d, RSRP 1202e, RSSI 1202f, jitter 1202g, packet loss 1202h, etc.

[0191] In operation S419 of method 400, the coverage microservice 208f fetches the coverage data of the corresponding cell site from the database 206.

[0192] In operation S420 of method 400, the coverage microservice 208f receives the coverage data of the corresponding cell site from the database 206.

[0193] In operation S421 of method 400, the customer care microservice 204 receives coverage data of the corresponding cell site from the coverage microservice 208f.

[0194] In operation S422 of method 400, the cell site information and the coverage information are displayed by the customer care web portal in the system. In some embodiments, the cell site information and the coverage information are displayed based on the user location / user location details of the network customer 302.

[0195] In some embodiments, the cell site information and the coverage information of the user location are displayed in the map area 310a of the customer care web portal 306, the map area 610a of the customer care web portal 600, the map area 710a of the customer care web portal 700, the map area 1010a of the customer care web portal 1000, or the map area 1110a of the customer care web portal 1100.

[0196] In some embodiments, the cell site information and the coverage information of the user location are displayed on the customer care web portal 800 or the customer care web portal 900.

[0197] In operation S423 of method 400, the cell site information and the coverage information are analyzed. In some embodiments, operation S423 includes operation S304 of method 300B, and thus the similar detailed description is omitted.

[0198] In operation S424 of method 400, details of at least one of the cause of the network problem or the solution to the network problem are provided to the network customer. In some embodiments, operation S424 includes the agent 304 explaining to the network customer at least one of the cause of the network problem or the solution to the network problem based on the analysis of the cell site information and the coverage information. In some embodiments, operation S424 includes operation S305 of method 300B, and thus the similar detailed description is omitted.

[0199] In some embodiments, at least one of operations S401, S402, S403, S404, S423, or S424 is performed by a user (person). In some embodiments, the execution of S401, S402, S403, S404, S423, or S424 is automated, and S401, S402, S403, S404, S423, or S424 is performed by a system such as system 1300 of FIG. 13.

[0200] In some embodiments, at least a portion of one of operations S401, S402, S403, S404, S423, or S424 is performed by a user (person). In some embodiments, the portion of the execution of S401, S402, S403, S404, S423, or S424 is automated, and the portion of S401, S402, S403, S404, S423, or S424 is performed by a system such as system 1300 of FIG. 13.

[0201] In some embodiments, one or more of operations S423 or S424 is an embodiment of operation S304 of method 300B, and thus, a similar detailed description is omitted.

[0202] In some embodiments, one or more of the operations of method 400 are not performed. By utilizing method 400, one or more elements of system 100, 200, or 300A are configured to achieve the advantages discussed within the present disclosure.

[0203] FIG. 5 is a flowchart of a method 500 for operating a system according to some embodiments.

[0204] Method 500 is an embodiment of one or more operations of method 300B of FIG. 3A, and a similar detailed description is omitted.

[0205] In some embodiments, method 500 is a method of finding a user's location when agent 304 cannot find details of network customer 302 from the customer care web portal in operation S403 of method 400. Since agent 304 performs at least method 500 of FIG. 5, a similar detailed description will be omitted. In some embodiments, before method 500 is executed, operation S402 of method 400 is executed, and thus a similar detailed description is omitted. In some embodiments, after method 500 is executed, operation 406 proceeds to operation S404 of method 400, and thus a similar detailed description is omitted.

[0206] In some embodiments, FIG. 5 is a flowchart of method 500 of operating system 100 of FIG. 1, system 200 of FIG. 2, or system 300A of FIG. 3A, and thus a similar detailed description is omitted. Additional operations can be performed before, during, and / or after method 500 shown in FIG. 5, and it is understood that some other operations may simply be described briefly herein. In some embodiments, other orders of the operations of method 500 are within the scope of the present disclosure. In some embodiments, one or more of the operations of method 500 are not performed.

[0207] Although method 500 includes exemplary operations, the operations are not necessarily performed in the order shown. The operations may be added, replaced, reordered, and / or deleted as appropriate according to the spirit and scope of the disclosed embodiments. It is understood that method 500 utilizes one or more features of system 100, 200, or 300A or method 300B.

[0208] In operation 502 of method 500, agent 304 notifies network user 302 to download the NW application onto UE110.

[0209] In operation 504 of method 500, network user 302 downloads the NW application to UE110.

[0210] In operation 506 of method 500, the NW application captures the location of the user or the location of UE 110.

[0211] In some embodiments, one or more of the operations of method 500 are not performed. By utilizing method 500, one or more elements of system 100, 200, or 300A are configured to achieve the advantages discussed within this disclosure.

[0212] FIG. 6 is a diagram of a customer care web portal 600 of a system according to some embodiments.

[0213] Note that the customer care web portal 600 is a variant of the customer care web portal 310 of FIG. 3, and a similar detailed description is omitted. In some embodiments, the customer care web portal 600 is generated by at least one of systems 100, 200, or 300A, and a similar detailed description is omitted.

[0214] The customer care web portal 600 includes a map 610a, an MSISDN field 602 of user 302, a phone type OS field 604, a user location details field 610, a location network performance field 650, a summary field 660, and a final speed test field 670.

[0215] In some embodiments, the map 610a is a variant of the area 310a, and a similar detailed description is omitted.

[0216] Map 610a includes cell site information and coverage information of user location 612. User location 612 is indicated by a pin drop on map 610a. In some embodiments, when agent 304 clicks on user location 612, location window 680 opens on map 610a. Location window 680 displays the location information of user 302. In some embodiments, the location information includes the address of user 302, the latitude and longitude of user 302, the time when the location information was captured by NW, the distance from the user location to the nearest cell site, the frequency band of the cell site, and the cell site identification information (e.g., BTS).

[0217] The cell site information of map 610a includes one or more cell sites 622 on map 610a.

[0218] The coverage information of map 610a includes at least one of coverage data 640, 642, and 644. In some embodiments, coverage data 640, 642, or 644 is similar to the corresponding coverage data 340, 342, or 344, and the same detailed description is omitted. In some embodiments, cell site 622 is similar to the corresponding cell site 322, and the same detailed description is omitted.

[0219] Coverage data 640 includes coverage data area 640a.

[0220] Coverage data 642 includes coverage data areas 642a, 642b, and 642c.

[0221] Coverage data 644 includes coverage data area 644a.

[0222] The coverage information of map 610a further includes a function stop alarm 630. In some embodiments, the function stop alarm 630 is similar to the corresponding function stop alarm 330, and the same detailed description is omitted. The function stop alarm 630 includes a function stop alarm 630a.

[0223] The MSISDN field 602 is a field where the agent 304 can input the MSISDN of the user 302.

[0224] The phone type OS field 604 is a field where the agent 304 can input the OS of the UE 110 of the user 302.

[0225] The user location details field 610 is a field where the agent 304 can select any one of the latest location 1014 of the user 302, the home location 1010 of the user 302, or the work location 1012 of the user 302.

[0226] The location network performance field 650 is a field that displays the location network performance. The location network performance field 650 includes a function stop field 650a, a coverage field 650b, and a congestion field 650c.

[0227] The function stop field 650a is a field that displays the FM data (e.g., function stop) of the cell site within the first distance D1 of the user location 612. In some embodiments, the FM data includes FM data 702 or table 802.

[0228] In some embodiments, the FM data of map 610a includes whether any function stop has occurred and the number of cell sites shown on map 610a that have any current function stop or any function stop within the first window. In some embodiments, the first window is 24 hours. Other numerical values (times) from the first window are within the scope of the present disclosure.

[0229] Coverage field 650b is a field that displays coverage data of cell sites within a first distance D1 of user location 612. In some embodiments, the coverage data includes coverage data 340, 342, or 344. In some embodiments, the coverage data includes various subdivided coverage quality categories based on the user location. In some embodiments, the various subdivided coverage quality categories typically include at least one of normal, good, weak outdoor, good outdoor, bad outdoor, weak indoor, good indoor, bad indoor, or no outdoor. Other numbers of at least one of coverage data 340, 342, or 344, coverage area, or coverage quality are within the scope of the present disclosure.

[0230] Congestion field 650c is a field that displays PM data of cell sites within a first distance D1 of user location 612.

[0231] In some embodiments, the PM data includes PM data 902. In some embodiments, the PM data includes KPIs of one or more cell sites 322 or UE 110. In some embodiments, the PM data includes congestion information of one or more cell sites 322. In some embodiments, the PM data includes whether the current cell site is congested. In some embodiments, the congestion information or PM data 902 includes DL PRB utilization parameter 910, VoLTE call drop rate parameter 912, availability of cell parameter 914, or DL user throughput parameter 916.

[0232] In some embodiments, the PM data in map 610a includes whether congestion has occurred at the cell site shown in map 610a, and if so, the degree of congestion that has occurred. In some embodiments, the degree of congestion includes no congestion, some congestion, and high congestion. In some embodiments, some congestion is less congested than high congestion, and some congestion is higher than no congestion.

[0233] Other types of congestion and the number of congestions are within the scope of the present disclosure.

[0234] Summary field 660 is a field that displays a summary of user 302. In some embodiments, the summary of user 302 includes the mobile phone number of user 302 and the international mobile subscriber identity (IMSI) of user 302.

[0235] Final speed test field 670 is a field that displays the results of the latest speed test captured by NW microservice 208e. In some embodiments, the latest speed test is executed on UE 110 by user 302 via the NW app, and the results of the speed test are shared with NW microservice 208e. Final speed test field 670 includes the download speed of UE 110, the upload speed of UE 110, and the time of the speed test. Other parameters of final speed test field 670 are within the scope of the present disclosure.

[0236] In some embodiments, one or more of the fields within customer care web portal 600 are not included. By using customer care web portal 600, one or more elements of systems 100, 200, or 300A are configured to achieve the advantages discussed within the present disclosure.

[0237] The number of other configurations or elements within customer care web portal 600 is within the scope of the present disclosure.

[0238] FIG. 7 is a diagram of a customer care web portal 700 of a system according to some embodiments.

[0239] In some embodiments, FIG. 7 includes operations S702 and S704 that are part of method 701 utilized to generate a location window 780 and to generate an Alarm History Window (illustrated, for example, as customer care web portal 800 in FIG. 8). In some embodiments, method 701 is an embodiment of operation S303, and thus, a similar detailed description is omitted.

[0240] In some embodiments, FIG. 7 includes operations S702 and S704 that are part of method 701 utilized to generate a location window 780 and to generate a performance management window (illustrated, for example, as customer care web portal 900 in FIG. 9). In some embodiments, method 701 is an embodiment of operation S303, and thus, a similar detailed description is omitted.

[0241] Note that customer care web portal 700 is a variant of customer care web portal 310 or 600, and a similar detailed description is omitted. In some embodiments, customer care web portal 700 is generated by at least one of systems 100, 200, or 300A, and a similar detailed description is omitted.

[0242] Customer care web portal 700 includes a map 710a. In some embodiments, map 710a is a variant of region 310a or map 610a, and a similar detailed description is omitted.

[0243] Map 710a includes cell site information and coverage information of user location 712. In some embodiments, user location 712 is similar to user location 612, and thus, a similar detailed description is omitted.

[0244] The user location 712 is indicated by a pin drop on the map 710a. For example, in some embodiments, after the agent 304 retrieves the MSISDN 602 or cell site id of the user 302, a pin is dropped (displayed) on the map 710a in the operation S702 indicating the user location 712. When the agent 304 clicks on the user location 612, a location window 780 opens on the map 710a. The location window 780 displays the location information of the user 302. In some embodiments, the location information includes the address of the user 302, the latitude and longitude of the user 302, the time when the location information was captured by the NW, the distance from the user location to the nearest cell site, the frequency band of the cell site, and the cell site identification information (e.g., BTS). In some embodiments, the location information indicates the location information of the cell site 722.

[0245] The cell site information of the map 710a includes one or more cell sites of the cell site 722 on the map 710a. In some embodiments, the cell site 722 is similar to the cell site 322 or 622, and thus the similar detailed description is omitted.

[0246] The cell site 722 includes at least one of the cell sites 722a, 722b, 722c, 722d, 722e, or 722f. Each cell site of the cell site 722 includes three or more cell sites. The other number of cell sites for each cell site within the cell site 722 is within the scope of the present disclosure.

[0247] Each cell within the cell sites 722a and 722b has an in-operation function stop alarm.

[0248] Two cells within the cell site 722c have no in-operation function stop alarm and function stop alarm in the first window, and one cell within the cell site 722c has an in-operation function stop alarm.

[0249] In each cell within cell site 722d, there is no in-operation function stop alarm within the first window, nor is there a stop alarm.

[0250] In each cell within cell site 722e, there is a function stop alarm within the first window.

[0251] In one cell of cell site 722f, there is no in-operation function stop alarm, there is no function stop alarm in the first window, and in two cells of cell site 722c, there are in-operation function stop alarms.

[0252] The other numbers of cells with different function stop alarms are within the scope of the present disclosure.

[0253] In some embodiments, when agent 304 clicks on site 722a in operation S704, an alarm history window (illustrated, for example, as customer care web portal 800 in FIG. 8) opens on map 710a or replaces map 710a. In some embodiments, the alarm history window (illustrated, for example, as customer care web portal 800 in FIG. 8) opens adjacent to map 710a. Other positions of the alarm history window are within the scope of the present disclosure.

[0254] In some embodiments, when agent 304 clicks on site 722a in operation S704, a Performance Management Window (illustrated, for example, as customer care web portal 900 in FIG. 9) opens on map 710a or replaces map 710a. In some embodiments, the Performance Management Window (illustrated, for example, as customer care web portal 900 in FIG. 9) opens adjacent to map 710a. Other positions for the Performance Management Window are within the scope of the present disclosure.

[0255] In some embodiments, one or more fields within the customer care web portal 700 are not included. By utilizing the customer care web portal 700, one or more elements of the systems 100, 200, or 300A are configured to achieve the advantages discussed within this disclosure.

[0256] The number of other configurations or elements within the customer care web portal 700 is within the scope of this disclosure.

[0257] FIG. 8 is a diagram of a customer care web portal 800 of a system, according to some embodiments.

[0258] In some embodiments, the customer care web portal 800 is generated after the execution of operations S702 and S704 of the method, and a similar detailed description is omitted.

[0259] Note that the customer care web portal 800 is a variant of the customer care web portals 310, 600, or 700, and a similar detailed description is omitted. In some embodiments, the customer care web portal 800 is generated by operation S704 of method 701. In some embodiments, the customer care web portal 800 is generated by at least one of the systems 100, 200, or 300A, and a similar detailed description is omitted.

[0260] The customer care web portal 800 is an alarm history window of the cell site 722a. In some embodiments, each cell site has a corresponding alarm history window similar to the alarm history window of FIG. 8, and thus a similar detailed description is omitted.

[0261] The customer care web portal 800 includes a table 801, an alarm history field 850, and a performance management field 852. In some embodiments, when the agent 304 clicks on the alarm history field 850, the table 801 is presented as the customer care web portal 800. In some embodiments, when the agent 304 clicks on the performance management field 852, the table 901 is presented as the customer care web portal 900.

[0262] Table 801 is a list of each cell within cell site 722a and identifies whether the cell has an outage alarm or outage alarms in the first window.

[0263] Table 801 includes a list of cell site identifiers (IDs) 822a, 822b, and 822c of the corresponding cells of cell site 722a, the frequency band of the corresponding cell site ID, the outage status 830a, 830b, and 830c of the corresponding cells, the duration of the outage of the corresponding cells, the start time of the outage of the corresponding cells, the end date of the outage of the corresponding cells, and the end time of the outage of the corresponding cells.

[0264] Table 801 has four rows and eight columns. Row 1 corresponds to the title field of table 801.

[0265] Column 1 includes the cell site ID of the cell. In some embodiments, the cell site ID in Table 801 can be used to identify the corresponding cell. Column 2 includes the frequency band of each corresponding cell site ID in Column 1. Column 3 includes the status of the outage of each corresponding cell in Column 1. For example, Column 3 identifies whether the corresponding cell has a current outage or an in-progress outage, whether there was a previous outage in the first window, or whether there is no outage. Column 4 includes the duration of the outage of each corresponding cell in Column 1. Column 5 includes the start time of the outage of each corresponding cell in Column 1. Column 6 includes the start time of the outage of each corresponding cell in Column 1. Column 7 includes the end date of the outage of each corresponding cell in Column 1. Column 8 includes the end time of the outage of each corresponding cell in Column 1.

[0266] Each input in Column 1 has the corresponding input in Column 2, the corresponding input in Column 3, the corresponding input in Column 4, the corresponding input in Column 5, the corresponding input in Column 6, the corresponding input in Column 7, and the corresponding input in Column 8, and vice versa.

[0267] In some embodiments, outages 830a, 830b, and 830c correspond to outage alarms 330a - 330d, 332a, 332b, 334a - 334c, and thus, a similar detailed description is omitted.

[0268] In some embodiments, Table 801 is generated after the execution of operations S702 and S704 of the method, and thus, a similar detailed description is omitted.

[0269] In some embodiments, Table 801 is stored in the memory 1304 of FIG. 13. In some embodiments, Table 801 is generated by the system 1300 of FIG. 13.

[0270] Other numbers of columns, other numbers of rows, or other types of data in Table 801 are within the scope of the present disclosure.

[0271] In some embodiments, one or more of the fields within the customer care web portal 800 are not included. By utilizing the customer care web portal 800, one or more elements of the systems 100, 200, or 300A are configured to achieve the advantages discussed within the present disclosure.

[0272] The number of other configurations or elements within the customer care web portal 800 is within the scope of the present disclosure.

[0273] FIG. 9 is a diagram of a customer care web portal 900 of a system, according to some embodiments.

[0274] In some embodiments, the customer care web portal 900 is generated after the execution of operations S702 and S704 of the method, and thus, a similar detailed description is omitted.

[0275] Note that the customer care web portal 900 is a variation of the customer care web portals 310, 600, 700, or 800, and a similar detailed description is omitted. In some embodiments, the customer care web portal 900 is generated by operation S704 of method 701. In some embodiments, the customer care web portal 900 is generated by at least one of the systems 100, 200, or 300A, and a similar detailed description is omitted.

[0276] The customer care web portal 900 is an alarm history window of the cell site 722a. In some embodiments, each cell site has a corresponding alarm history window similar to the alarm history window of FIG. 9, and thus, a similar detailed description is omitted.

[0277] The customer care web portal 900 includes a table 901, an alarm history field 850, and a performance management field 852. In some embodiments, when the agent 304 clicks on the alarm history field 850, the table 901 is shown as the customer care web portal 900. In some embodiments, when the agent 304 clicks on the performance management field 852, the table 901 is shown as the customer care web portal 900.

[0278] Table 901 is a list of cell IDs in cell site 722a and identifies the performance of cell site 722a. In some aspects, a site includes one or more cells. In some embodiments, one site can include multiple cell identification information (IDs) based on the configuration of the site. In some embodiments, the site ID is a unique key or ID that can be used to identify one or more sites from multiple sites within a network. In some embodiments, the cell ID can be used to identify one cell from multiple cells within a single site.

[0279] Table 901 includes the cell ID of the corresponding cell site 722a, the DL PRB utilization rate 910 of the corresponding cell ID, the VoLTE call drop rate 912 of the corresponding cell ID, the availability of cell 914 of the corresponding cell ID, and the DL user throughput 916 of the corresponding cell ID.

[0280] Table 901 has 2 rows and 5 columns. Row 1 corresponds to the title field of Table 901.

[0281] Column 1 includes the cell ID of each cell site. In some embodiments, the cell ID of Table 901 can be used to identify the corresponding cell. Column 2 includes the DL PRB utilization rate 910 of each corresponding cell ID in Column 1. Column 3 includes the VoLTE call drop rate of each corresponding cell ID in Column 1. Column 4 includes the availability of each corresponding cell ID in Column 1. Column 5 includes the DL user throughput of each corresponding cell ID in Column 1.

[0282] Each input in Column 1 has a corresponding input in Column 2, a corresponding input in Column 3, a corresponding input in Column 4, and a corresponding input in Column 5, and vice versa.

[0283] In some embodiments, Table 901 includes convergence information or PM data 902 of one or more cell sites 322.

[0284] In some embodiments, Table 901 is generated after the execution of operations S702 and S704 of the method, and thus, a similar detailed description is omitted.

[0285] In some embodiments, Table 901 is stored in the memory 1304 of FIG. 13. In some embodiments, Table 901 is generated by the system 1300 of FIG. 13.

[0286] Other numbers of columns, other numbers of rows, or other types of data in Table 901 are within the scope of the present disclosure.

[0287] In some embodiments, one or more of the fields within the customer care web portal 900 are not included. By using the customer care web portal 900, one or more elements of the systems 100, 200, or 300A are configured to achieve the advantages discussed within the present disclosure.

[0288] The number of other configurations or elements within the customer care web portal 900 is within the scope of the present disclosure.

[0289] FIG. 10 is a diagram of a customer care web portal 1000 of a system according to some embodiments.

[0290] In some embodiments, FIG. 10 includes operation S1002, which is part of method 1001 used to set or change the user location via a drop down window and select the home location 1010, work location 1012, or most recent location 1014 (FIG. 10) of a network customer. In some embodiments, since method 1001 is an embodiment of operation S303, a similar detailed description is omitted.

[0291] Note that customer care web portal 1000 is a variant of customer care web portals 310, 600, or 700, and a similar detailed description is omitted. In some embodiments, customer care web portal 1000 is generated by at least one of systems 100, 200, or 300A, and a similar detailed description is omitted.

[0292] Customer care web portal 1000 includes map 1010a. In some embodiments, map 1010a is a variant of area 310a, map 610a, or 710a, and a similar detailed description is omitted.

[0293] Map 1010a includes cell site information and coverage information of user location 1112. In some embodiments, user location 1112 is similar to user location 612 or 712, and thus a similar detailed description is omitted.

[0294] User location 1112 is indicated by a pin drop on map 1010a. For example, in some embodiments, after agent 304 selects the home location 1010, work location 1012, or most recent location 1014 of the network customer in operation S1002, a pin indicating the selected user's location is dropped on map 1010a, and when agent 304 clicks on user location 1112, location window 1080 opens on map 1010a.

[0295] The location window 1080 displays the location information of the user 302. The location window 1080 is similar to the location windows 680 or 780, and thus, a similar detailed description is omitted.

[0296] The location window 1080 corresponds to the address of the home location 1010, the work location 1012, or the most recent location 1014 of the network customer, based on the dropdown window selection by the agent 304 of the home location 1010, the work location 1012, or the most recent location 1014 of the network customer.

[0297] The cell site information of the map 1010a includes one or more cell sites of the cell site 1022 on the map 1010a. In some embodiments, the cell site 1022 is similar to the cell sites 322, 622, or 722, and thus, a similar detailed description is omitted.

[0298] The cell site 1022 includes at least one of the cell sites 1022a, 1022b, or 1022c. Each cell site of the cell site 1022 includes three or more cells. The other number of cells for each cell site within the cell site 1022 is within the scope of the present disclosure.

[0299] Each cell within the cell sites 1022a, 1022b, and 1022c has a function stop alarm.

[0300] In some embodiments, one or more of the fields within the customer care web portal 1000 are not included. By using the customer care web portal 1000, one or more elements of the systems 100, 200, or 300A are configured to achieve the advantages discussed within the present disclosure.

[0301] The number of other configurations or elements within the customer care web portal 1000 is within the scope of the present disclosure.

[0302] FIG. 11 is a diagram of a customer care web portal 1100 of a system according to some embodiments.

[0303] In some embodiments, FIG. 11 includes operations S1102 and S1104 that are part of a method 1101 of clicking on an insights field 1190 to display a location network performance field 1150, a summary field 1160, and a final speed test field 1170. In some embodiments, the location network performance field 1150 is similar to the location network performance field 650, the summary field 1160 is similar to the summary field 660, and the final speed test field 670 is similar to the final speed test field 1170, and thus a similar detailed description is omitted.

[0304] In operation S1102, agent 304 clicks on the insights field 1190 to display the location network performance field 1150, the summary field 1160, and the final speed test field 1170.

[0305] In operation S1104, agent 304 clicks on the location network performance field 1150 to display network performance on map 1110a. In some embodiments, the network performance is shown on map 1110a by a color-coding of the network performance based on a color key 310b of coverage data, a color coding of cell sites 322a - 322i corresponding to out-of-service alarms 330a - 330d, 332a, 332b, 334a - 334c, and details of congestion.

[0306] In some embodiments, when agent 304 clicks on the final speed test field 1170, a speed test window (illustrated, for example, as customer care web portal 1200 of FIG. 12) opens on map 1110a or replaces map 1110a. In some embodiments, the speed test window (illustrated, for example, as customer care web portal 1200 of FIG. 12) opens adjacent to map 1110a. Other positions of the speed test window performance management window are within the scope of the present disclosure.

[0307] The location network performance field 1150 includes a malfunction field 1150a, a coverage field 1150b, and a congestion field 1150c.

[0308] In some embodiments, the malfunction field 1150a is similar to the malfunction field 650a, the coverage field 1150b is similar to the coverage field 650b, and the congestion field 1150c is similar to the congestion field 650c, and thus the similar detailed description is omitted.

[0309] In some embodiments, method 1101 is an embodiment of operation S303, and the similar detailed description is omitted.

[0310] Note that the customer care web portal 1100 is a variant of the customer care web portals 310, 600, 700, or 1000, and the similar detailed description is omitted. In some embodiments, the customer care web portal 1100 is generated by at least one of systems 100, 200, or 300A, and the similar detailed description is omitted.

[0311] The customer care web portal 1100 includes a map 1110a. In some embodiments, the map 1110a is a variant of the area 310a, map 610a, or 710a, and the similar detailed description is omitted.

[0312] Map 1110a includes cell site information and coverage information of user location 1112. In some embodiments, user location 1112 is similar to user location 612 or 712, and thus the similar detailed description is omitted.

[0313] User location 1112 is indicated by a pin drop on map 1110a. For example, in some embodiments, after agent 304 selects the home location 1010, work location 1012, or latest location 1014 of a network customer in operation S1002, a pin indicating the selected user's location is dropped on map 1110a, and when agent 304 clicks on user location 1112, location window 1180 opens on map 1110a.

[0314] Location window 1180 displays the location information of user 302. Location window 1180 is similar to location window 680 or 780, and thus the similar detailed description is omitted.

[0315] The cell site information of map 1110a includes one or more cell sites of cell site 1122 on map 1110a. In some embodiments, cell site 1122 is similar to cell site 322, 622, 722, or 1022, and thus the similar detailed description is omitted.

[0316] In some embodiments, one or more of the fields within customer care web portal 1100 are not included. By using customer care web portal 1100, one or more elements of systems 100, 200, or 300A are configured to achieve the advantages discussed within this disclosure.

[0317] The number of other configurations or elements within customer care web portal 1100 is within the scope of this disclosure.

[0318] FIG. 12 is a diagram of customer care web portal 1200 of a system according to some embodiments.

[0319] The customer care web portal 1200 is a variant of the customer care web portals 310, 600, 700, 1000, or 1100, and a similar detailed description is omitted. In some embodiments, the customer care web portal 1200 is generated by at least one of the systems 100, 200, or 300A, and a similar detailed description is omitted.

[0320] In some embodiments, the customer care web portal 1200 is generated after the agent 304 clicks on the final speed test field 1170 of the customer care web portal 1100.

[0321] The customer care web portal 1200 includes different speed test parameters of the last executed speed test. In some embodiments, the different speed test parameters of the last executed speed test include NW data 1202. The NW data 1202 includes a download speed 1202a, an upload speed 1202b, SINR 1202c, latency 1202d, RSRP 1202e, RSSI 1202f, jitter 1202g, packet loss 1202h, etc.

[0322] In some embodiments, FIG. 12 includes operations S1202 and S1204, which are part of a method 1201 for performing a speed test on the UE 110.

[0323] In operation S1202, the agent 304 clicks on the SMS send button 1292 to send an SMS including an NW link to the UE. In some embodiments, the NW link is used by the user 302 to download an NW application. Once the application is downloaded by the user 302, the agent 304 can perform a speed test on the UE in operation S1204.

[0324] In operation S1204, agent 304 executes a speed test of the UE by clicking on speed test button 1290. In some embodiments, when agent 304 clicks on speed test button 1290, agent 304 is redirected to a start test window to execute the speed test.

[0325] In some embodiments, since method 1201 is an embodiment of operation S303, a similar detailed description is omitted.

[0326] In some embodiments, one or more of the fields within customer care web portal 1200 are not included. By using customer care web portal 1200, one or more elements of systems 100, 200, or 300A are configured to achieve the advantages discussed within this disclosure.

[0327] The number of other configurations or elements within customer care web portal 1200 is within the scope of this disclosure.

[0328] FIG. 13 is a schematic diagram of system 1300 according to some embodiments.

[0329] In some embodiments, system 1300 is an embodiment of one or more elements within systems 100, 200, or 300, and thus a similar detailed description is omitted.

[0330] In some embodiments, system 1300 is configured to perform one or more operations of methods 300B, 400, 500, 701, 1001, 1101, or 1201.

[0331] System 1300 includes a hardware processor 1302 and a non-transitory computer-readable storage medium 1304 (e.g., memory 1304). The non-transitory computer-readable storage medium 1304 is encoded by computer program code 1306 (i.e., a set of executable instructions 1306), that is, the non-transitory computer-readable storage medium 1304 stores the computer program code 1306. The computer-readable storage medium 1304 is configured to interface with at least one element of systems 100, 200, or 300, and thus similar detailed descriptions are omitted.

[0332] Processor 1302 is electrically coupled to computer-readable storage medium 1304 by bus 1308. Processor 1302 is also electrically coupled to I / O interface 1310 by bus 1308. Network interface 1312 is also electrically connected to processor 1302 by bus 1308. Network interface 1312 is connected to at least one of networks 1314, thereby enabling processor 1302 and computer-readable storage medium 1304 to be connected to external elements by network 1314. Processor 1302 is configured to execute computer program code 1306 encoded in computer-readable storage medium 1304 to enable system 1300 to be used to perform some or all of the operations described in at least methods 300B, 400, 500, 701, 1001, 1101, or 1201. In some embodiments, network 1314 is not part of system 1300.

[0333] In some embodiments, processor 1302 is a central processing unit (CPU), a multiprocessor, a read circuit for distributed processing, an application specific integrated circuit (ASIC), and / or a suitable processing device.

[0334] In some embodiments, the computer-readable storage medium 1304 is an electronic, magnetic, optical, electromagnetic, infrared, and / or semiconductor reading circuit (or apparatus or device). For example, the computer-readable storage medium 1304 includes semiconductor or solid state memory, magnetic tape, removable computer diskettes, random access memory (RAM), read-only memory (ROM), rigid magnetic disks, and / or optical disks. In some embodiments that use optical disks, the computer-readable storage medium 1304 includes compact disk read-only memory (CD-ROM), compact disk read / write (CD-R / W), and / or digital video disk (DVD).

[0335] In some embodiments, forms of computer-readable media include, for example, floppy disks, flexible disks, hard disks, magnetic tapes, other magnetic media, CD-ROM, CDRW, DVD, other optical media, punch cards, paper tapes, optical mark sheets, another physical medium having patterns of holes or other optically recognizable indicia, RAM, PROM, EPROM, FLASH-EPROM, EEPROM, flash memory, another memory chip or cartridge, or another medium readable by a computer. The term computer-readable storage medium is used herein to refer to computer-readable media.

[0336] In some embodiments, the memory medium 1304 stores computer program code 1306 configured to cause the system 1300 to execute at least one or more operations of methods 300B, 400, 500, 701, 1001, 1101, or 1201. In some embodiments, the memory medium 1304 also stores information used to execute at least methods 300B, 400, 500, 701, 1001, 1101, or 1201, as well as information generated during the execution of at least methods 300B, 400, 500, 701, 1001, 1101, or 1201. The generated information includes, for example, a customer care web portal 1316, a map 1318, a user interface 1324, user parameters 1326, and / or a set of executable instructions for performing at least one or more operations of methods 300B, 400, 500, 701, 1001, 1101, or 1201.

[0337] In some embodiments, the memory medium 1304 stores instructions (e.g., computer program code 1306) for interfacing with at least one or more elements of systems 100, 200, or 300. By the instructions (e.g., computer program code 1306), the processor 1302 is enabled to generate instructions readable by at least one or more elements of systems 100, 200, or 300 and effectively perform at least one or more operations of methods 300B, 400, 500, 701, 1001, 1101, or 1201 during the operation of system 201.

[0338] The system 1300 includes an I / O interface 1310. The I / O interface 1310 is coupled to an external circuit. In some embodiments, the I / O interface 1310 includes a keyboard, a keypad, a mouse, a trackball, a trackpad, and / or cursor direction keys for communicating information and commands to the processor 1302.

[0339] System 1300 also includes a network interface 1312 coupled to processor 1302. Network interface 1312 enables system 1300 to communicate with a network 1314 to which one or more other computer-readable circuits are connected. Network interface 1312 includes a wireless network interface such as OFDMA, CDMA, BLUETOOTH®, WIFI, WIMAX, GPRS, or WCDMA, or a wired network interface such as ETHERNET, USB, IEEE-802.11. In some embodiments, at least methods 300B, 400, 500, 701, 1001, 1101, or 1201 are implemented in two or more systems 1300, and information such as customer care web portals, maps, and user interfaces is exchanged between different systems 1300 by network 1314.

[0340] System 1300 is configured to receive information related to the customer care web portal via I / O interface 1310 or network interface 1312. The information is transferred by bus 1308 to processor 1302 and then stored in computer-readable medium 1304 as customer care web portal 1316. In some embodiments, customer care web portal 1316 corresponds to at least one of customer care web portals 310, 600, 700, 800, 900, 1000, 1100, or 1200, and thus similar detailed descriptions are omitted. System 1300 is configured to receive information related to a map via I / O interface 1310 or network interface 1312. The information is stored in computer-readable medium 1304 as map 1318. In some embodiments, map 1318 corresponds to at least one or more of maps 310a, 610a, 710a, 1010a, or 1110a, and thus similar detailed descriptions are omitted. System 1300 is configured to receive information related to a user interface via I / O interface 1310 or network interface 1312. The information is stored in computer-readable medium 1304 as user interface 1324. System 1300 is configured to receive information related to user parameters via I / O interface 1310 or network interface 1312. The information is stored in computer-readable medium 1304 as user parameters 1326. In some embodiments, user parameters 1326 correspond to at least one or more columns of Table 801 or 901, NW data 1202, or one or more of the parameters of FIGS. 1-12, or methods 300B, 400, 500, 701, 1001, 1101, or 1201, and thus similar detailed descriptions are omitted.

[0341] In some embodiments, at least method 300B, 400, 500, 701, 1001, 1101, or 1201 is implemented as a stand-alone software application for execution by a processor. In some embodiments, at least method 300B, 400, 500, 701, 1001, 1101, or 1201 is implemented as a corresponding software application for execution by one or more processors.

[0342] In some embodiments, at least method 300B, 400, 500, 701, 1001, 1101, or 1201 is implemented as a software application that is part of an additional software application. In some embodiments, at least method 300B, 400, 500, 701, 1001, 1101, or 1201 is implemented as a plug-in of a software application.

[0343] In some embodiments, at least method 300B, 400, 500, 701, 1001, 1101, or 1201 is implemented as a software application that is part of a customer care tool. In some embodiments, the customer care tool is used to plan, deploy, monitor, and optimize customer care for one or more cellular networks.

[0344] In some embodiments, one or more of the operations of method 300B, 400, 500, 701, 1001, 1101, or 1201 are not performed.

[0345] It will be readily understood by those skilled in the art that one or more of the disclosed embodiments satisfy one or more of the above advantages. After reading the above description of the present specification, those skilled in the art will be able to use various modifications, equivalent substitutions, and various other embodiments as widely disclosed in this specification. Therefore, the protection granted in this specification is intended to be limited only by the definitions included in the appended claims and their equivalents.

[0346] One aspect of this specification relates to a method. In some embodiments, the method includes steps of: receiving, by an agent, a complaint regarding a network problem of a network customer; searching, by the agent, for details of the network customer within the system; finding user location details of the network customer within the system; displaying, by a customer care web portal within the system, cell site information and coverage information based on the user location details of the network customer; determining, based on the cell site information and the coverage information, at least one of a cause of the network problem or a solution to the network problem; and providing details of at least one of the cause of the network problem or the solution to the network problem to the network customer.

[0347] Another aspect of this specification relates to an apparatus including a memory that stores non - transient instructions internally and a processor coupled to the memory. The processor is configured to execute the non - transient instructions, thereby causing the apparatus to receive a complaint of a network problem of a network customer, search for details of the network customer within the system, find user location details of the network customer within the system, display cell site information and coverage information based on the user location details of the network customer by a customer care web portal of the apparatus, determine at least one of a cause of the network problem or a solution to the network problem based on the cell site information and the coverage information, and provide details of at least one of the cause of the network problem or the solution to the network problem to the network customer.

[0348] Yet another aspect of the present specification relates to a computer-readable medium. In some embodiments, the computer-readable medium includes instructions executable by a control unit of a system to cause the system to perform operations including receiving a network customer's complaint about a network problem, retrieving details of the network customer within the system, finding the user location details of the network customer within the system, displaying cell site information and coverage information based on the user location details of the network customer by a customer care web portal within the system, determining at least one of a cause of the network problem or a solution to the network problem based on the cell site information and the coverage information, and providing details of at least one of the cause of the network problem or the solution to the network problem to the network customer.

[0349] The foregoing outlines features of multiple embodiments so that those skilled in the art may better understand aspects of the present disclosure. Those skilled in the art should appreciate that they may readily use the present disclosure as a basis for designing or modifying other processes and structures for carrying out the same purposes of the embodiments introduced herein and / or achieving the same advantages. Those skilled in the art should also recognize that such equivalent constructions do not depart from the spirit and scope of the present disclosure and that various changes, substitutions, and alterations may be made therein without departing from the spirit and scope of the present disclosure.

Claims

1. The step of an agent receiving a complaint about a network problem of a network customer, The step of the agent searching for details of the network customer within the system, Discovering user location details of the network customer within the system, and displaying cell site information and coverage information based on the user location details of the network customer by a customer care web portal within the system, Determining at least one of the cause of the network problem or the solution to the network problem based on the cell site information and coverage information, Providing details of at least one of the cause of the network problem or the solution to the network problem to the network customer, a method comprising.

2. The method according to claim 1, further comprising the step of the agent receiving the details of the network customer from the customer care web portal within the system.

3. The step of discovering the user location details within the system and the step of displaying the cell site information and coverage information based on the user location details, The method according to claim 1, comprising the step of the customer care web portal requesting cell site and coverage information of the user location from a customer care microservice.

4. The step of the customer care web requesting cell site and coverage information of the user location from a customer care microservice, The step of the customer care microservice requesting cell site data from an inventory microservice, The step of the inventory microservice fetching the cell site data from a database, The step of the inventory microservice receiving the cell site data from the database, The step of the customer care microservice receiving the cell site data from the inventory microservice, The method according to claim 3, comprising.

5. The step of the customer care web requesting cell site and coverage information of the user location from a customer care microservice, The step of requesting the outage and intermittent alarm data of the corresponding cell site from the fault management (FM) microservice by the customer care microservice; The step of fetching the outage and intermittent alarm data of the corresponding cell site from the database by the FM microservice; The step of receiving the outage and intermittent alarm data of the corresponding cell site from the database by the FM microservice; The step of receiving the outage and intermittent alarm data of the corresponding cell site from the FM microservice by the customer care microservice; The method according to claim 4, further comprising:

6. The step of the customer care web requesting the cell site and coverage information of the user location from the customer care microservice is: The step of the customer care microservice requesting the congestion data of the corresponding cell site from the performance management (PM) microservice; The step of the PM microservice fetching the congestion data of the corresponding cell site from the database; The step of the PM microservice receiving the congestion data of the corresponding cell site from the database; The step of the customer care microservice receiving the congestion data of the corresponding cell site from the PM microservice; The method according to claim 5, further comprising:

7. The step of the customer care web requesting the cell site and coverage information of the user location from the customer care microservice is: The step of the customer care microservice requesting the coverage data of the corresponding cell site from the coverage microservice; The step of the coverage microservice fetching the coverage data of the corresponding cell site from the database; The step of the coverage microservice receiving the coverage data of the corresponding cell site from the database; The step of the customer care microservice receiving the coverage data of the corresponding cell site from the coverage microservice; The method according to claim 6, further comprising:

8. A device comprising a memory storing non-transitory instructions, and a processor coupled to the memory, wherein the processor is configured to execute the non-transitory instructions, and upon execution of the non-transitory instructions, cause the device to receive complaints about network problems of network customers, search for details of the network customers within the system, discover user location details of the network customers within the system, and based on the user location details of the network customers, display cell site information and coverage information by a customer care web portal of the device, determine at least one of a cause of the network problem or a solution to the network problem based on the cell site information and the coverage information, provide details of at least one of the cause of the network problem or the solution to the network problem to the network customer, and perform the above operations. **Claim 9** The device according to claim 8, wherein the processor is further configured to execute the non-transitory instructions, and upon execution of the non-transitory instructions, further cause the device to receive the details of the network customer. **Claim 10** The device according to claim 8, wherein the non-transitory instructions cause the device to discover the user location details within the system, display the cell site information and the coverage information based on the user location details, and the processor is further configured to cause the device to request cell site and coverage information of the user location. **Claim 11** The non-transitory instructions cause the device to request cell site and coverage information of the user location, and the processor causes the device to request cell site data from an inventory microservice, fetch the cell site data from a database by the inventory microservice, receive the cell site data from the database by the inventory microservice, receive the cell site data from the inventory microservice, and perform the above operations. The device according to claim 10. **Claim 12** The non-transitory instructions cause the device to request cell site and coverage information of the user location, and the processor causes the device to Requesting the failure management (FM) microservice to stop the function of the corresponding cell site and intermittent alarm data, Fetching, by the FM microservice, the function stop and intermittent alarm data of the corresponding cell site from the database, Receiving, by the FM microservice, the function stop and intermittent alarm data of the corresponding cell site from the database, Receiving the function stop and intermittent alarm data of the corresponding cell site from the FM microservice, The apparatus according to claim 11, further configured to cause the above to be performed.

13. The non-transitory instructions cause the apparatus to request the cell site and coverage information of the user location, and the processor causes the apparatus to Requesting the congestion data of the corresponding cell site from the performance management (PM) microservice, Fetching, by the PM microservice, the congestion data of the corresponding cell site from the database, Receiving, by the PM microservice, the congestion data of the corresponding cell site from the database, Receiving the congestion data of the corresponding cell site from the PM microservice, The apparatus according to claim 12, further configured to cause the above to be performed.

14. The non-transitory instructions cause the apparatus to request the cell site and coverage information of the user location, and the processor causes the apparatus to Requesting the coverage data of the corresponding cell site from the coverage microservice, Fetching, by the coverage microservice, the coverage data of the corresponding cell site from the database, Receiving, by the coverage microservice, the coverage data of the corresponding cell site from the database, Receiving the coverage data of the corresponding cell site from the coverage microservice, The apparatus according to claim 13, further configured to perform the above.

15. A computer-readable medium including instructions executable by a control unit of the system to cause the system to perform operations, the operations including Receiving complaints about network problems of network customers, Searching for details of the network customer within the system, Discovering user location details of the network customer within the system and displaying cell site information and coverage information based on the user location details of the network customer by a customer care web portal within the system, Determining at least one of a cause of the network problem or a solution to the network problem based on the cell site information and the coverage information, Providing details of at least one of the cause of the network problem or the solution to the network problem to the network customer, A computer-readable medium including the above.

16. The instructions executable by the control unit of the system cause the control unit to perform operations including discovering the user location details and displaying the cell site information and the coverage information based on the user location details, The computer-readable medium according to claim 15, wherein the control unit is further configured to perform operations including requesting cell site and coverage information of the user location by the customer care web portal.

17. The instructions executable by the control unit of the system cause the control unit to perform operations including requesting cell site and coverage information of the user location, The control unit is further configured to perform operations, and the operations are Requesting cell site data from an inventory microservice, Fetching the cell site data from the database by the inventory microservice, Receiving the cell site data from the database by the inventory microservice, Receiving the cell site data from the inventory microservice, The computer-readable medium according to claim 16 including the above.

18. The instructions executable by the control unit of the system cause the control unit to perform operations including requesting cell site and coverage information of the user location, The control unit is further configured to perform operations, and the operations are Requesting function stop of a corresponding cell site and intermittent alarm data from a fault management (FM) microservice, fetching, by the FM microservice, the outage and intermittent alarm data of the corresponding cell site from the database; receiving, by the FM microservice, the outage and intermittent alarm data of the corresponding cell site from the database; receiving the outage and intermittent alarm data of the corresponding cell site from the FM microservice; The computer-readable medium according to claim 17, comprising:

19. The instructions executable by the control unit of the system cause the control unit to perform operations including requesting the cell site and coverage information of the user location; The control unit is further configured to perform operations, and the operations are: requesting congestion data of a corresponding cell site from a performance management (PM) microservice; fetching, by the PM microservice, the congestion data of the corresponding cell site from the database; receiving, by the PM microservice, the congestion data of the corresponding cell site from the database; receiving the congestion data of the corresponding cell site from the PM microservice; The computer-readable medium according to claim 18, comprising:

20. The instructions executable by the control unit of the system cause the control unit to perform operations including requesting the cell site and coverage information of the user location; The control unit is further configured to perform operations, and the operations are: requesting coverage data of a corresponding cell site from a coverage microservice; fetching, by the coverage microservice, the coverage data of the corresponding cell site from the database; receiving, by the coverage microservice, the coverage data of the corresponding cell site from the database; receiving the coverage data of the corresponding cell site from the coverage microservice; The computer-readable medium according to claim 19, comprising:

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