Authentication Failure Notification via Call Detail Record Routing
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Solution Overview
Problem
Current wireless communication systems lack efficient mechanisms to notify customer care agents about failed network access authentication attempts by portable devices, leading to delayed issue resolution and potential fraudulent access.
Innovation Solution
A method that creates a call detail record for authentication failures, which is routed to a subscriber account management system, attaching a high-priority note to the associated account, ensuring that customer care agents are promptly informed of authentication issues when they receive customer calls, thereby facilitating timely issue resolution and fraud detection.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If authentication failure information is not actively notified to customer care agents, then the system maintains simple operational procedures, but issue resolution is delayed and fraud detection is impaired
Solution Approach 1:
The system proactively creates account notes and triggers notifications to customer care agents immediately when authentication failures are detected, rather than waiting for customers to contact support. This preliminary action ensures that agents are informed before the customer becomes aware of the issue, enabling faster resolution.
Solution Approach 2:
The system implements a feedback loop where authentication failure data flows from the network access system to the account management system, which then notifies customer care agents. This closed-loop feedback mechanism ensures continuous monitoring and immediate response to authentication issues.
2Productivity
If a comprehensive notification system is implemented for authentication failures, then issue resolution efficiency improves, but system complexity increases
Solution Approach 1:
The account management system serves as an intermediary between the network access authentication system and the customer care system. It receives authentication failure data, processes it by creating account notes, and triggers notifications to agents. This intermediary approach modularizes the complexity rather than creating a tightly coupled complex system.
Solution Approach 2:
The account note mechanism serves multiple functions: it records authentication failures, triggers agent notifications, provides fraud detection data, and maintains historical records. This multi-functional approach consolidates multiple system requirements into a single versatile mechanism, reducing overall system complexity.
3Reliability
If authentication failure data is captured and routed to account management, then fraud detection capability improves, but data processing requirements increase
Solution Approach 1:
The system extracts only the critical authentication failure information needed for fraud detection and account management, rather than processing all authentication data. By selectively extracting relevant failure data and routing only this information to the account management system, processing load is minimized while maintaining fraud detection effectiveness.
Data Source
AI summary
A method of electronic communication is provided. The method comprises receiving a first call detail record (CDR), where the first call detail record comprises usage information associated with a portable wireless communication device, and the usage information comprises at least a first parameter. Based on the value of the first parameter, a copy of the first call detail record is transmitted to a computer, where the computer does not perform billing functionality. The computer then changes a subscriber account associated with the portable wireless communication device or changes a provisioning associated with the portable wireless communication device.