JPH08265423A - Automated trouble shooting mechanism provided on portable test and communication device of engineer - Google Patents

Abstract

PROBLEM TO BE SOLVED: To improve ability of speedily solving the trouble of a trouble shooting ticket irrespective of the skilled level of a service engineer. SOLUTION: A trouble shooting mechanism is incorporated in a portable computer unit. The trouble shooting mechanism introduces and suggests a problem solving method considered to be precise by analyzing information containing user input from the engineer, parametric data incorporated in the trouble ticket, test data and remote test data, which are obtained by a local test. A system architecture contains a trouble shooting application engine 41, a knowledge data base 43 and a common parameter data base 45. The knowledge data base contains the characteristic of the application engine, a rule for regulating behavior and a static parameter.

Description

Detailed Description of the Invention

[0001]

FIELD OF THE INVENTION This invention relates to telephone communication systems and networks, and in particular, to a technician's portable test / communication equipment, which can be equipped with and used by a troubleshooting method based on information and reaction tests. And a new and improved automated troubleshooting mechanism that allows a technician to quickly fix problems identified in a trouble ticket issued by a dispatch center.

[0002]

Prior Art and Problems to be Solved by the Invention FIG.
FIG. 1 is a schematic diagram of a general configuration of a portable telecommunications test system. The system comprises a test and communication unit 10 based on a portable personal computer. Technology directed by the dispatch center via this unit to a service site located remotely to the central office 12 supplying the line under test (or line under test (LUT)) 16. One can communicate with a general test head 14 which can be connected to the central office 12 and the LUT 16.

The test system function of the supervisory control mechanism performed by the internal processor of the technician's portable computer unit 10 allows the service technician to facilitate the technician to perform various tests on the selected line. It is intended to provide a user-friendly icon-based method for. In doing so, the technician's portable computer can provide a platform for add-on information exchange, as well as being able to talk to existing available support systems of multiple types.

To this end, the portable computer unit 1
Through a zero touch sensitive (eg, pen touch operation) video display panel 15 and associated keyboard 17, the technician selectively initiates one or more test operations represented by a set of analysis and test function related icons. it can. In response to these selections, the internal control processor of unit 10 performs the communication and signal processing operations associated with the identification test. The test head 14 proper performs data acquisition on demand from the personal computer unit 10 including performing functional tests. The test head 14 and portable personal computer unit 10 can be extended via plug-in cards and software programs for coupling with a wide variety of communication links.

To communicate with a remote network facility (telephone office 12 or a data center 18 associated with the telephone office 12), the technician's computer unit 10 includes a transceiver interface, which further provides the technician's service vehicle or van. It interfaces with the communication and signal processing subsystems installed in the 20. The van's onboard communication and signal processing subsystem then couples the technician's portable unit 10 to the remote network facility via a short hole wireless link or via an auxiliary backup wireless link. Each communication interfaces within the technician's portable unit and van subsystem.

The technician may also include an auxiliary voice active wireless headset for conducting wireless voice communication with the portable computer unit. Such wireless headsets are used with portable computers and test heads to perform automated testing and provide technicians with audio-go / no-go indications of test results. The service van communication and signal processing subsystem 22 includes a battery holder / charging station 24, a printer 26, a long haul wireless interface 28 and a network server 29. The battery holder / charging station 24 is configured to allow the portable portable computer unit 10 to be stored and stored so that the computer unit 10 can be fixed and stored and its associated power source (battery pack) can be re-used when not in use. Can be charged. Printer 26
Can be used to print out various test results or other information. The long haul wireless interface 28 provides a wireless gateway for long haul wireless services, while the network server 29 includes a file server that provides additional processing power and electronic data storage. The network server 29 operates to carry out auxiliary data processing tasks on demand from the computer unit 10.

The central office facility 12 typically includes a central office switch 31, a central office test equipment 33, and a line conditioning equipment 35 such as a direct access test unit (DATU) or a (SASS) transmission conditioning system. The central office test equipment 33 can provide interfaces with various operation support systems of the data center 18, such as service vehicle dispatch, out-plant record databases, automated test systems and electronic network connections. Line conditioning equipment in the central office 12 (eg DATU or SASS)
35 allows the technician to selectively perform multiple line tests by implementing a defined key combination (arrangement) from a standard technician telephone test set.

In the process of performing a test through the test head 14, the engineer's personal computer unit 10
Receives the measurement data from the test head and operates on the data to convert the measurement results into usable parameter information. The available parameter information is then coupled to the service vehicle communication subsystem 22 and the appropriate command is forwarded to the line conditioning or automated test equipment at the central office 12.

In one non-limiting example of responding to a trouble ticket issued by a dispatch center and including a request for customer service, the system of FIG. 1 operates as follows. After dispatching and moving (using the service vehicle 20) to the test site, the technician
To the line under test 16. Using the portable computer unit 10, the technician then determines that the test head 1
4 and establishing communication with the central office via the communication subsystem 22 in the van 20 allows one or more tests of the line to be performed.

When the technician connects the test head 14 to the line under test, the test application software provided in the portable computer unit 10 operates to display the icons associated with each test method and to display the touch sensitive computer display. Assess the LUT via panel 15. In response to the service technician selecting the desired test function, the test software residing on the computer unit 10 interactively forms additional menus. This will allow the technician to make further selections to define the parameters needed to perform the selected test. Based on the technician's choice, computer unit 10 assembles the message and transmits it to the test head and central office to determine the test (s) to perform and the parameters associated with those tests.

When performing a selected test, the test head measures the response of the line to one or more conditions placed in the line and transmits the test response data back to the computer unit 10 for storage. Save and analyze according to on-board test and line analysis program. Based on the result of the processing information, the technician
One can command one or more additional tests to be performed until the line is fully tested.

[0012]

SUMMARY OF THE INVENTION The present invention is a method of providing a technician with a troubleshooting method that indicates to a technician a possible cause of a problem on a subscriber line and a possible method for solving the problem. And (a) a step of providing a communication / processing unit, which is dispatched via the communication / processing unit to a service site which is located away from a telephone station supplying the subscriber line. A technician who is capable of communicating with a test system of the central office and a test head connectable to the subscriber line, the communication and processing unit comprising an input / output device including a display device, And / or information associated with the test system, which is converted by the technician via the output device into a predetermined control signal and transmitted to the test system. And (b) providing the communication / processing unit with an information processing troubleshooting application engine and first and second databases coupled to the information processing troubleshooting application engine, the first database comprising: A knowledge database containing rules and static parameters defining the properties and behavior of the application engine, the second database being a shared database storing parameter data related to one or more tests performed on the line, The troubleshooting application engine performs a diagnostic evaluation of the data in the shared database according to a set of rules stored in the knowledge database, and the application engine may generate multiple lines in the line. The technician removes obstacles while operating to perform a diagnostic assessment of a number of possible problems, potential sources of the potential problems and recommended methods for repairing the line Operating so as to propose a solution to the problem in said line so as to guide.

The present invention is also a supervisory control mechanism included in a portable test unit used by a technician to test a communication line, the supervisory control mechanism comprising:
An information processing and troubleshooting application engine, and first and second databases coupled thereto, the first database being a knowledge database including rules and static parameters defining characteristics and behavior of the application engine; The second database is a shared database that stores parameter data related to one or more tests performed on the line, and the troubleshooting application engine is embedded in user input from the technician, problem dispatch. It analyzes information from multiple sources, including parametric data, test data obtained through local test runs, and remote test data, from which troubleshooting methods can be derived to generate the problem dispatch occurrence. A plurality of rules and static parameters that operate to be output to the technician so that the technician can identify the cause of the problem and that define the characteristics and behavior of the application engine are generated in the line. Problem, a potential source of such problem, and a supervisory control mechanism characterized in that it is made in accordance with a diagnostic evaluation of recommended methods for solving the problem.

Further, the present invention provides the above-mentioned technician to a technician dispatched to a service site where a communication / processing unit of the technician is located away from a telephone facility supplying a subscriber line. Is a mechanism that can provide a troubleshooting method for locating and solving possible causes of problems in the subscriber line, wherein the communication and processing unit is connected to the telephone facility test system and the subscriber line. Operable to communicate with a test head, the communication and processing unit comprises an input / output device including a display device, through which the information input by the technician can be transmitted through the input / output device. The mechanism converting the control signals and transmitting to the test system and providing the technician with information related to the operation of the test system, the mechanism comprising: An information processing troubleshooting application engine and first and second databases coupled thereto, the first database being a knowledge database containing rules and static parameters defining characteristics and behavior of the application engine; The second database is a shared database that stores parameter data associated with one or more tests performed on the line, and the troubleshooting application engine stores data in the shared database according to a rule set stored in the knowledge database. Operates to perform a diagnostic assessment and display a message containing suggested ways to be implemented by the technician to locate and resolve the problem in the subscriber line. However, the data stored in the shared database includes data obtained through one or more of the Work Order Manager software applications, measurement data obtained by portable test equipment and data entered by the technician. Includes a featured mechanism.

The test system function of the supervisory control mechanism performed by the internal processor of the technician's handheld computer unit allows the service technician to perform various tests on the selected line. Intended to provide a user-friendly icon-based testing method that allows a technician's portable computer to talk to multiple existing operations support systems as well as provide add-on information exchange. There is.

Advantageously, the present invention relates to the specific implementation of such supervisory control mechanisms. By the operation of this supervisory control mechanism, information of multiple sources, for example, user input from a technician, parametric data embedded in dispatch (trouble ticket), test data obtained by local test and remote test data (mechanical loop test) (Obtained by a system such as the (MLT) system) is then analyzed and troubleshooting methods are guided to allow the technician to quickly determine the cause of the problem and form a trouble ticket.

Advantageously, the system architecture comprises a troubleshooting application engine and associated database set. One of the database sets is the knowledge or "experience" database, the other is the shared parameter database.
The knowledge database contains rules and static parameters that define the characteristics and behavior of the application engine. These rail sets and information are in accordance with a rigorous diagnostic evaluation of all possible problems that may arise with lines, possible sources of such problems and recommended methods for repairing lines and thereby eliminating obstacles. It is specific to the application created (here, telephone line troubleshooting specific). As the system learns about new attributes of the problem and ways to improve,
The knowledge database is updated and includes that information so that the application engine can make more informed decisions when recommending troubleshooting methods.

The data stored in the shared database is
Data obtained via various external sources, such as automated craft unit dispatch work order manager software applications, eg AT & TC.
AS (Craft Access System) application,
Technician Access Network (TAN) or Automated Work Management System (AWAS), Portable Test Equipment (P
It can be supplied from measurement data obtained by TE) or data entered by the user.

The Troubleshooting Application Engine operates to use the rules and parameters of the knowledge database to identify any possible / possible failures associated with or coupled to the critical points of the set of control parameters. Establish candidate fields. A candidate for a given field is one that exhibits one or more symptoms that are revealed by the value of the test parameter. Using the test parameter data in the shared database, the engine
The candidate fields are then subdivided into smaller numbers of members, until the most probable cause of the problem is found.

In particular, if the shared database comes from measurements made on the line or is dynamically updated with test result information from the application system, the application engine processes the information according to the ruleset of the knowledge database. , Exclude points from the candidate field that are no longer closely coupled to control points based on the relationships specified by the control model. Finally, the field is reduced to the single most probable failure point, which the engine uses to provide the technician with a message of remediation via a computer display screen.

According to the operation flow sequence executed by the troubleshooting method forming mechanism according to the present invention, when a technician is dispatched to a job site and establishes communication with a necessary remote facility such as a telephone office and an associated data center, The technician will download any information that is useful in supplying trouble tickets. This can include the output of the test equipment that was run to provide the parametric data for the line being supplied, which allows the application engine to infer the cause of the failure.

The downloaded parametric test data is provided with a predetermined test identification (BAR) code that associates the tests performed by the mechanized test equipment with the rule set in the knowledge database. When the test measurement and data download operation is completed,
A display screen is provided that includes an optional menu that can include further testing of the line or other features. The application engine formulates the troubleshooting method based on the diagnostic evaluation of the trouble ticket and the useful measurement data stored in the shared database, so that the menu item can be selected according to the level of experience and skill of the technician to accomplish the task. There is nothing wrong with choosing.

Each menu screen includes a "help" icon. Executing this icon causes the application engine to display a message to the user indicating the result of the analysis of the information currently available in the knowledge and public database, recommending what the technician should do next. The engine then identifies which method to implement based on the VER code and the valid parametric test data. Display a message telling the user what to do based on the method selected.

If the preliminary information provided by the trouble ticket and the results of the initial test measurements is sufficient for the application engine to determine the cause of the failure, a location and repair scenario message is formed. The application engine is responsible for performing external test functions (eg, requesting the DATU to release the subscriber line) and observing or measuring the line response to the execute operation (eg, the response of the test head monitoring the line. It operates to coordinate the collection and analysis of data, including reads (in the example where the DATU requires the line to be released, the test head should not receive voltage).

If further testing of the line is required, the user can instruct one or more additional tests to be performed. Thus, the command message screen is formed sequentially as needed, until the application engine has narrowed the possible cause fields down to a single possible source,
Directing additional information, such as by running the test head, is commanded. The displayed message not only represents the result of the trouble ticket and the analysis of the test and parameter data by the engine, but also serves to provide the technician with practical information. The technician can then implement the proposed corrections and remedy the obstacle. After completing this run, test the line again to confirm repair.

The present invention will be described below by way of examples with reference to the accompanying drawings. Before describing in detail the novel and improved automated troubleshooting mechanism according to the present invention, the present invention is mainly concerned with the effective information processing subsystem embedded therein and the associated database suite used by the above. It must be mentioned that the technician's supervisory control software resides in the portable computer unit. One of these databases is a knowledge or "experience" database that contains rules and static parameters used by the information processing subsystem to define its properties and behavior. The second database is a shared database where the raw parametric database associated with the line under test is stored. Therefore, the information processing subsystem of the present invention is
Artificial intelligence troubles in the knowledge database that use knowledge and experience rules to evaluate the data stored in the shared database and reach the process of recommending actions that would allow the technician to resolve the problem presented in the trouble ticket. Effectively configure the shooting application engine.

The invention illustrated by the drawings is only illustrated in the appropriate functional groupings. FIG. 2 shows a basic system architecture including an information processing subsystem troubleshooting application engine 41 and related database sets 43 and 45. The database 43 is a knowledge or “experience” database that contains rules and static parameters that define the characteristics and behavior of the engine 41.

The rule sets and information stored in database 45 are recommended for repairing all possible problems that may arise with lines, possible sources of such problems and lines and thereby eliminating obstacles. It is application specific (here specific to telephone line troubleshooting) made according to the rigorous diagnostic evaluation of the method. In addition, as the system learns about new attributes of the problem and ways to improve it, the knowledge database can be updated to include that information and the application engine can make more informed decisions when recommending troubleshooting methods. It can be so.

The database 45 is a shared database in which parametric data related to the line under test is stored. Such data may be provided by various external sources, such as the Work Order Manager software application 51 (eg, AT & T CA as described above).
S (Craft Access System) application, Technician Access Network (TAN) or Automated Work Management System (AWAS), Portable Equipment (PTE)
Can be supplied from the measurement data obtained by the above or the data input by the user), the measurement data obtained by the portable test equipment (PTE) 52 or the data input by the user 53.

The engine 41 evaluates the raw data in the shared database 45 using the knowledge and experience rules of the knowledge database 43 to recommend actions that would allow the technician to solve the problem presented in the trouble ticket. Reach the process. For this purpose, the engine 41
Stanfor, Palo Alto, California, USA
d "The The" manufactured by dUniversity
It comprises an application engine known as "Coarse Program Model". In this application engine, knowledge database 4
The rules and parameters of 3 are used to establish candidate fields of potential / possible impairments that may be related to or associated with the critical points of the set of control parameters. A candidate for a given field is one that exhibits one or more symptoms that are revealed by the value of the test parameter. Using test parameter data in the shared database 45 obtained from an external source, such as a line measurement test head or input by a service technician, for example, the engine 41 may squeeze the candidate fields down in a decreasing number of members, Continue until you find the most likely cause of the problem.

A schematic diagram of this operation is shown in FIG. FIG.
Are respective candidate points p1, p2, which are associated with different possible anomalies or obstacle candidates as to the cause of the problem that prompted the formation of a trouble ticket for the certain line being tested.
.., pn fields are shown. In the non-limiting example of FIG. 3, point p1 is associated with a ground fault, point 2 is associated with a cross to a working pair, and point p3 is associated with a release line.

The database used by the application engine is updated with more current information, especially test results from the application system, such as data from the portable test equipment, whether the shared database 45 comes from measurements made on the line. Once dynamically updated with the information, engine 41, for example, processes this information according to the ruleset of the knowledge database and selects points that are no longer closely coupled to the control points based on the relationships specified by the control model. Remove from the field. Finally, the field is reduced to the single most probable fault candidate point pm and it is
Used to provide technicians with a message of remediation via a computer display screen.

FIG. 4 illustrates an operational flow sequence of a mechanism forming a troubleshooting method based on information and reaction tests according to an embodiment of the present invention. When a subscriber or customer calls an automated service repair facility, the repair facility manager confirms the request and creates a trouble ticket. The technician is then dispatched to a specific location to test and repair the reported problem line.

Upon arrival at the job site, the above-mentioned Hort
Establish communication with the required remote facility (telephone office and associated data center) via the wireless-wireline communication subsystem contained in the portable computer unit and service vehicle as described in Applications by On et al. In step 401, the technician downloads any useful information about the trouble ticket.

The initial operation usually involves the use of a work order manager application such as the CAS application described above, in which a technician executes a test device such as a SASS transmission conditioning system or a direct access test unit (DATU) for repair. It is necessary to provide preliminary parameter data about the line being visited so that the application engine can infer the cause of the failure.

If the preliminary information provided by the trouble ticket and the initial test measurements is sufficient for the application engine to track down the cause of the failure, a location and repair scenario message is formed. The application engine operates to coordinate the data set by performing external test functions and the subsequent analysis by observing or measuring the response of the line to the performed operation. For example, the application engine is DA
The TU 35 may issue a command requesting to release the subscriber line 16. Next, the response of the portable test device (test head 14) to the performed stimulation provided by DATU is read. For the example of releasing the subscriber line, the voltage reading output of the portable test equipment 14 should be zero. The application engine then determines what to do next based on the monitored PTE output.

In step 402, the measurement data obtained from the test equipment is downloaded to the shared database 45. The parametric test data itself is accompanied by a predetermined VER (bar) code that associates the test performed by the mechanized test device with the rule set in the knowledge database. Upon completion of the test measurement and download operation, the user is provided with a display screen with an optional menu that may include additional tests or other features of the line. Application engine 41
Creates a troubleshooting method based on the diagnostic evaluation of trouble tickets and useful measurement data stored in a shared database, so that depending on the level of experience and skill of the technician, the menu items can be selected to accomplish the task. There is nothing wrong with doing. While an extremely experienced technician could easily select the appropriate test function menu item for the trouble ticket at hand, incorporating a troubleshooting application engine would allow less-experienced people to go through the problem-correction sequence. Can be induced.

To this end, each menu screen
Contains a "help" icon. In step 403, when the "help" icon is executed (by the technician pressing the pen against the touch sensitive screen of the computer unit), the application engine informs the user of the information currently available in the knowledge and shared database. Display a message showing the result of the analysis of
Technicians recommend what to do next. To this end, in response to the technician executing the "help" icon, then at 404, the application engine extracts the downloaded VER code into a shared database. Next, in step 405, the engine
It illustrates which method should be implemented based on the R code. Display a message telling the user what to do based on the method selected.

More specifically, in step 406, command messages associated with the selected method are displayed to the user. For example, if a trouble ticket and initial M
If the preliminary information provided by the result of the LT measurement is sufficient to determine the cause of the failure, the location and repair scenario message is formed. On the other hand, if further testing of the line is required, the display message will instruct the user to perform one or more additional tests again. That is, help / command message screens are sequentially formed as needed, and the user can add additional fields, such as by running a test head, until the application engine narrows down the possible cause fields to a single possible source. Commanded to guide information.

For example, if the iterative measurement and evaluation process described above determined that the cause of the line fault was a ground fault, the following message would be displayed: "M
It was revealed by LT that there was a ground fault. This type of failure is most common with embedded cables. Use the Earth Fault Locator Earth Gradient Frame to locate the fault. Expose the faulty part of the cable and repair the cable. This message not only represents the trouble ticket and the results of the engine's analysis of the test and parameter data, but also serves to provide the technician with actionable information (a choice made by a skilled technician). Or by giving on-the-job training to people who are less skilled). The technician can then implement the proposed corrections and remedy the obstacle. After completing this run, test the line again to confirm repair.

[0041]

As is apparent from the above description, by incorporating the troubleshooting mechanism according to the present invention into the portable computer unit of the telephone service engineer, it is dispatched to the service site regardless of the skill level of the service engineer. Increases the ability of technicians to quickly resolve trouble ticket issues. User input from a technician, parametric data embedded in dispatch (trouble ticket), test data obtained by executing local test, and remote test data (obtained by a system such as a mechanized loop test (MLT) system) ), The troubleshooting mechanism of the present invention allows the technician to
Quickly induce and suggest problem solutions that are both decisively accurate and educational.

By incorporating a troubleshooting mechanism into the telephone service technician's portable computer unit, the technician can respond to the trouble ticket.
By analyzing multiple sources of information, including user input from technicians, parametric data embedded in trouble tickets, test data obtained by performing local tests, and remote test data, the troubleshooting mechanism is accurate. Induces and suggests possible problem solutions. The system architecture comprises a troubleshooting application engine and associated database suite. One of the database sets is the knowledge database and the other is the shared parameter database. The knowledge database contains rules and static parameters that define the characteristics and behavior of the application engine. These rules and information are specific to telephone line troubleshooting.

[Brief description of drawings]

FIG. 1 is a schematic diagram of a general configuration of a portable telecommunication test system.

FIG. 2 is a basic system architecture of the present invention including an information processing subsystem troubleshooting application engine and a set of related knowledge and shared parameter databases.

FIG. 3 is a schematic diagram of a field of candidate points associated with each different possible anomaly or failure candidate as to the cause of the problem that caused the formation of a trouble ticket for a given line being tested.

FIG. 4 is a respective step of an operational flow sequence used in a mechanism for forming a troubleshooting method based on information and reaction tests.

[Explanation of symbols]

 10 Test / Communication Unit 12 Telephone Station 14 Test Head 15 Display Panel 16 Line Under Test 17 Keyboard 18 Data Center 22 Communication / Signal Subsystem

 ─────────────────────────────────────────────────── ─── Continued Front Page (72) Inventor Onofrio Schirac, California 93010, CA, United States, Camarillo, Calaveras Drive 2134 (72) Inventor Raymond William Rishpater, USA 95018, Felton, Gold Gulch Road 1854

Claims (10)

[Claims] 1. A method of providing a technician with a troubleshooting method that indicates to a technician a possible cause of a problem in a subscriber line and a possible method for solving the problem, comprising: (a) communication and processing. In the step of providing a unit, a technician who may be dispatched via the communication / processing unit to a service site distant from the central office supplying the subscriber line The communication system is provided with an input / output device including a display device, which is capable of communicating with a test system of the central office and a test head connectable to the subscriber line, and the communication / processing unit includes an input / output device via the input / output device. Converting information entered by a technician into a predetermined control signal and transmitting to the test system and providing the technician with information associated with the test system. (B) providing the communication / processing unit with an information processing troubleshooting application engine and first and second databases coupled to the information processing troubleshooting application engine, wherein the first database defines characteristics and behavior of the application engine. Is a knowledge database containing rules and static parameters, the second database is a shared database that stores parameter data related to one or more tests performed on the line, and the troubleshooting application engine is the shared database. Performing a diagnostic evaluation of the data in the database according to a rule set stored in the knowledge database, and wherein the application engine may cause a plurality of possible problems in the line, In the line that the technician guides to eliminate the obstacle, operating to perform a diagnostic evaluation of potential sources of potential problems and recommended methods for repairing the line. A step operative to suggest a solution to the problem. 2. The data stored by the shared database includes data obtained through one or more Work Order Manager software applications, measurement data obtained by portable test equipment and data entered by the technician. Parametric test data stored in the shared database includes a test identification code that associates a test performed by a test device with a rule set in the knowledge database, in response to which the troubleshooting application engine includes the test identification code. The method of claim 1, wherein a troubleshooting method is formed based on a diagnostic rating of a trouble ticket reporting a problem and the parametric measurement data stored in the shared database. 3. The troubleshooting application engine operates to generate a defined symbol on the display screen, the symbol generated by the technician indicating to the engine the information currently available in the knowledge and shared database. The method according to claim 1 or 2, wherein a message indicating a result of analysis by the engine and suggesting an execution process by which the engineer solves the problem is displayed. 4. A supervisory control mechanism included in a portable test unit used by a technician to test a communication line, the supervisory control mechanism comprising an information processing troubleshooting application engine and first and second thereof coupled thereto. Two databases, the first database being a knowledge database containing rules and static parameters defining characteristics and behaviors of the application engine, the second database being one or more tests performed on the line Is a shared database that stores parameter data related to, where the troubleshooting application engine is obtained through user input from the technician, parametric data embedded in problem dispatch, and local test execution. Information from multiple sources, including test data and remote test data, from which troubleshooting techniques can be derived to help the technician locate the cause of the problem that caused the problem dispatch. The rules and static parameters that act to be output to a technician and define the characteristics and behavior of the application engine cause multiple problems in the line, possible sources of such problems and the problems. A supervisory control mechanism manufactured according to a diagnostic evaluation of a recommended method for solving the above. 5. The troubleshooting application engine field using rules and parameters of the knowledge database that may / may be associated with / combined with a critical point of a set of control parameters. And using the test parameter data in the shared database to successively populate the candidate field to a smaller number of candidate members until the most likely candidate causing the problem is established. Improve, the troubleshooting application engine uses the most likely candidate points of failure to form a message of how to respond to the technician, and the parametric test data stored in the shared database is a test device. Tests conducted by and in the knowledge database Has a test identification code associated with the rule set, in response to which the troubleshooting application engine operates to produce a prescribed symbol on the display screen, the symbol generated by the technician. Said troubleshooting application engine comprising: said engine showing a result of the engine's analysis of the information currently available in said knowledge and shared database, and displaying a message suggesting an execution process by which said engineer solves said problem. Forming a troubleshooting method based on the diagnostic evaluation of the trouble ticket reporting the problem and the parametric measurement data stored in the shared database, where the application engine may occur in the line The supervisory control of claim 4, operative to perform a diagnostic evaluation of a number of potential problems, potential sources of the potential problems, and recommended methods for repairing the line. mechanism. 6. A technician whose communication / processing unit is dispatched to a technician dispatched to a service site located away from a telephone facility supplying a subscriber line, said technician said subscriber A mechanism capable of providing a troubleshooting method capable of locating and solving a possible cause of a problem in a line, wherein the communication / processing unit includes a test system of the telephone facility, and a test head capable of connecting to the subscriber line. The communication / processing unit includes an input / output device including a display device, which operates so as to communicate with each other, and converts information input by the technician into a predetermined control signal via the input / output device. And transmitting information to the test system and providing information to the technician associated with the operation of the test system, the mechanism
An information processing troubleshooting application engine and first and second databases coupled thereto, the first database being a knowledge database containing rules and static parameters defining characteristics and behavior of the application engine, The second database is a shared database that stores parameter data associated with one or more tests performed on the line, and the troubleshooting application engine stores data in the shared database according to a rule set stored in the knowledge database. Operates to perform a diagnostic assessment and display a message containing suggested ways to be implemented by the technician to locate and resolve the problem in the subscriber line. However, the data stored in the shared database includes data obtained through one or more of the Work Order Manager software applications, measurement data obtained by portable test equipment and data entered by the technician. Characteristic mechanism. 7. Parametric test data stored in the shared database includes a test identification code that associates a test performed by a test device with the knowledge database, in response to which the troubleshooting application engine includes the test identification code. Forming a troubleshooting method based on a diagnostic evaluation of a trouble ticket reporting a problem and the parametric measurement data stored in the shared database, and causing the troubleshooting application engine to generate a predetermined symbol on the display screen. A symbol generated by the technician that causes the engine to indicate the result of the engine's analysis of the information currently available in the knowledge and shared database and the technician to the front of the subscriber line. 7. The mechanism according to claim 6, which displays a message suggesting an execution process for solving the problem. 8. A method of providing a troubleshooting method to a technician dispatched to a service site located remotely from a telephone facility supplying a subscriber line, said troubleshooting method comprising: A method of indicating to a technician a possible cause of a problem in the subscriber line and possible ways to solve the problem: (a) the technician can connect to the telephone facility and the subscriber line. A step of supplying a communication / signal processing craft unit capable of communicating with a test apparatus, wherein the communication / signal processing craft unit includes an input / output device including a display panel, and the communication / signal processing craft unit is provided with the input / output device. The information input by the technician is converted into a predetermined signal and transmitted to the telephone system and related to the operation of the test system. Said technician to the technician, said test system being responsive to a command signal provided thereto from said craft unit, and said test lead to said subscriber line, said join being measurable by said test device. And (b) providing the crafting unit with an information processing troubleshooting application engine and first and second databases coupled thereto, the first database comprising: A knowledge database containing rules and static parameters that define the characteristics and behavior of the application engine, the second database being a shared database that stores parameter data related to one or more tests performed on the line. Yes, the trouble shooting The application engine operates to perform a diagnostic evaluation of the data in the shared database according to a rule set stored in the knowledge database, which coordinates the application of induction by the test system to the subscriber line. Analysis of the output to the induction of the, and forming a solution to the problem in the subscriber line, guiding the technician to remove obstacles, preferably the test unit includes a direct access test unit. And a method comprising: 9. The direct access test unit responds to commands from the craft unit and provides an audio message to allow the technician to control the operation of the direct access test unit, thereby testing the subscriber line. Configured to convert the command into a tone signal, send it to the direct access test unit, and provide information related to the operation of the direct access test unit to the technician by the display device, Information is interactively updated by the technician in response to one or more inputs via the craft regardless of the generation of an audio message by the direct access test unit, and the application engine is configured to test the test system. By the line above Menus of various tests that may be performed operate in response to information displayed on the display device and the displayed request is input via the input / output device of the craft unit. And
At the same time, the application engine operates to simultaneously display, via the display device, the menu of various tests that may be performed by the test system on the subscriber line, and is performed by the test system. Sequentially generate audio messages associated with different test functions, preferably the application engine repairs a plurality of possible problems that may occur on the line, possible sources of the possible problems and the line The data stored by the shared database is operative to perform a diagnostic evaluation of the recommended method for performing the diagnostic evaluation, data obtained via one or more of the Work Order Manager software applications, obtained by the test equipment. Measurement data and before The method of claim 8 including a data input by a technician. 10. Parametric test data stored in the shared database comprises a test identification code that associates a test performed by a test device with a rule set in a knowledge database, in response to which the troubleshooting application engine is configured to: Form a troubleshooting method based on the diagnostic evaluation of the trouble ticket reporting the problem and the parametric measurement data stored in the shared database, and cause the troubleshooting application engine to generate a predetermined symbol on the display screen. When activated, the symbols generated by the technician indicate to the engine the results of the engine's analysis of the information currently available in the knowledge and shared data, and the technician solving the problem. Claim 8 which suggests the execution process to be decided.
The method described in 9.