Rosalinda M Garcia, 56709 Jackson Ave, Kansas City, MO 64124

8488770, Jul 16, 2013

Jun 14, 2012

13/517875

Kirk Mahoney - Houston TX, US
Lona Noelle Dallessandro - Austin TX, US
James Austin Britt - Austin TX, US
Douglas Bruun - San Ramon CA, US
Rosalinda Garcia - Lubbock TX, US
Jonathan Paden - Austin TX, US
Ellen Pate - Dripping Springs TX, US
Kristina Robinson - Austin TX, US
Tom Wiatt - Austin TX, US

AT&T Intellectual Property I, L.P. - Atlanta GA

H04M 3/00
H04M 11/00

37926502, 37910005

A method includes receiving performance data associated with a service provided by at least one component of a communication network to one or more subscribers. The performance data may be gathered by one or more passive listening devices that monitor a performance characteristic of the at least one component of the communication network. The method further includes identifying the at least one component that provides a particular service to a particular subscriber based on a subscriber inquiry received from the particular subscriber. The method further includes identifying particular performance data within the received performance data. The particular performance data may be associated with the particular service provided by the at least one component. The method further includes determining a performance status of the at least one component, based on the particular performance data.

2006021, Sep 28, 2006

Mar 22, 2005

11/086794

Kirk Mahoney - Houston TX, US
Lona Dallessandro - Austin TX, US
James Britt - Austin TX, US
Douglas Bruun - San Ramon CA, US
Rosalinda Garcia - Lubbock TX, US
Jonathan Paden - Austin TX, US
Ellen Pate - Dripping Springs TX, US
Kristina Robinson - Austin TX, US
Tom Wiatt - Austin TX, US

SBC Knowledge Ventures, L.P. - Reno NV

H04M 3/00

379265020

A system and method are disclosed for automating network performance to a customer support department that includes a passive listening device configured to monitor portions of a communication network. A performance database may be coupled to the passive listening device and configured to store network performance data. A customer relations module may be included and configured to receive a subscriber inquiry and to identify at least one monitored component of a communication network that affects the subscriber. The module may retrieve performance data on one or more components of the communication network to provide customer-specific communication performance data to the subscriber and/or the agent assisting the subscriber.