System for reactively maintaining telephone network facilities in a public switched telephone network

摘要

In an administration system for a public switched telephone network, a reactive maintenance system analyzes the working status of customer network facilities in response to a customer request reporting a customer trouble. The reactive system includes a reactive maintenance attendant station receiving the customer request, retrieving related customer profile information, obtaining a description of the customer trouble. The reactive system also includes a test system testing the communication line associated with the trouble report and generating test results. The test system also determines whether additional information is needed, or whether the trouble report can be closed out, or whether the trouble report should be dispatched to a customer work group including existing related proactive trouble reports. The reactive system also includes a work request processing and dispatch system that groups related open work requests (e.g., proactive troubles) with the trouble report and the existing related proactive trouble reports based on grouping rules for resolution by a field technician.