IPTV Terminal Server Remote Diagnostics

Solution Overview

Problem

Current IPTV service issues often require on-site technician visits for diagnosis and resolution, which are costly and time-consuming for both service providers and users.

Innovation Solution

A method and system that enables remote diagnostics by operating a network element as a communications terminal server, allowing customer premise equipment (CPE) to initiate communications with a diagnostic system, collect and route message information, and execute a diagnostic API to transmit CPE status information, facilitating issue diagnosis and resolution without the need for technician visits.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If a technician is sent to the user's location to diagnose and resolve IPTV service issues, then the issue can be diagnosed and resolved, but it becomes costly and time-consuming for both the service provider and the user

Engineering Contradiction:

Improveissue diagnosis and resolution capabilityVSAvoidtime for technician visit

Core Design Contradiction:

ReliabilityVSLoss of time

Solution Approach 1:

The system enables self-service diagnostics by allowing the CPE to automatically execute diagnostic routines and collect status information. The diagnostic system remotely accesses the CPE through the terminal server, enabling the equipment to participate in its own troubleshooting without requiring a technician's physical presence.

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

A terminal server acts as an intermediary between the remote diagnostic system and the CPE. The terminal server facilitates communication by receiving diagnostic requests from the remote system and establishing appropriate communication sessions with the CPE, enabling indirect access without physical technician involvement.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Reliability

If a technician is sent to the user's location to diagnose and resolve IPTV service issues, then the issue can be diagnosed and resolved, but it becomes costly for the service provider

Engineering Contradiction:

Improveissue diagnosis and resolution capabilityVSAvoidcost of technician deployment

Core Design Contradiction:

ReliabilityVSLoss of energy

Solution Approach 1:

The system enables self-service diagnostics by allowing the CPE to automatically execute diagnostic routines and collect status information. The diagnostic system remotely accesses the CPE through the terminal server, enabling the equipment to participate in its own troubleshooting without requiring a technician's physical presence.

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

A terminal server acts as an intermediary between the remote diagnostic system and the CPE. The terminal server facilitates communication by receiving diagnostic requests from the remote system and establishing appropriate communication sessions with the CPE, enabling indirect access without physical technician involvement.

Inventive Principle:

Principle #24Intermediary (Mediator)

3Productivity

If the customer service representative responds to routine issues, then routine issues can be handled, but complex issues require technician visits

Engineering Contradiction:

Improvecustomer service responsivenessVSAvoidcapability to handle complex issues

Core Design Contradiction:

ProductivityVSAdaptability or versatility

Solution Approach 1:

A terminal server acts as an intermediary between the remote diagnostic system and the CPE. The terminal server facilitates communication by receiving diagnostic requests from the remote system and establishing appropriate communication sessions with the CPE, enabling indirect access without physical technician involvement.

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The patent replaces the mechanical system of physical technician travel with an electronic communication system. Remote diagnostic capabilities substitute for physical presence by using network communications, terminal servers, and software-based diagnostic tools to access and troubleshoot CPE equipment remotely.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Data Source

PatentUS7823183B2Methods, systems and computer program products for providing internet protocol television communication services

Publication Date: 2010.10.26 BELLSOUTH INTELLECTUAL PROPERTY CORPORATION(US)

AI summary

A method of providing communications services to customer premise equipment (CPE) coupled to a television. The method includes operating a network element as a communications terminal server, the network element being part of a communications network. The network element receives from the CPE a request to initiate communications with a diagnostic system coupled to the communications network. The network element accesses a communications application executing on a communications server coupled to the communications network and pushes a communications interface to the CPE. The network element receives message information from the CPE and routes the message information to the communications server to initiate delivery of a message to the diagnostic system.