system for customer care action for a telecommunication network

摘要

A network operation system (1) connected to a telecommunication network receives alarms automatically sent by hardware devices in the network and presents them to technicians. The alarm generating events can originate from faults or congestion or from regular operations and maintenance activities. The alarms stored in a first memory in the system or in a customer care system (3) are translated in an interconnecting means (2) and are stored in a second memory. Customer complaints are matched to translated alarms in the second memory to determine if problems are caused by known technical problems or not. DETAILED DESCRIPTION - AN INDEPENDENT CLAIM is included for a system for handling and follow-up of customer related problems in telecommunication networks.