Bellsouth Intellectual Property Corporation

At&t Intellectual Property I, LP

H Mike Schell

Dustin Majure

William W Bolian

Modifications made to physical plant in maintaining a communication network may be tracked by receiving notices corresponding to incidences in which physical plant is modified in performing maintenance tasks on a communication network and associated time information, receiving information specifying a total number of maintenance tasks performed on the communication network during a defined time interval, and storing information associated with the maintenance tasks in which physical plant is modified and the total number of maintenance tasks performed on the communication network in a searchable database.

Methods and computer program products for tracking modifications in physical plant during maintenance of a communication network

Breaks in physical plant that occur in maintaining a public switched telephone network (PSTN) are tracked by receiving notices that correspond to incidences in which physical plant is broken in performing maintenance tasks on the PSTN for a defined time interval. Information specifying a total number of maintenance tasks performed on the PSTN during the defined time interval is also received. The information associated with the maintenance tasks in which the physical plant in the PSTN is broken and the information associated with the total number of maintenance tasks performed on the PSTN is stored in a searchable database. By storing PSTN maintenance information related to incidences in which physical plant is broken along with information related to the total number of maintenance tasks performed, a database user may be able to track whether the number of times that physical plant is broken is acceptable in view of the total number of maintenance tasks being performed or whether action needs to be taken to reduce the number of times that physical plant is broken by technicians in servicing the PSTN.

Methods, systems, and computer program products for tracking breaks in physical plant during maintenance of a public switched telephone network

An embodiment of the invention is a method of tracking calls from technicians equipped with technician assistance devices. The method includes a call center personnel accessing a call center terminal and the call center personnel receiving a call from a technician. The call center personnel enters call data through a user interface including a plurality of fields, one of the fields being a designation of whether the call from the technician was necessary or unnecessary. The call data is stored. Upon receiving a request from a user, a report is generated identifying the call from the technician as necessary or unnecessary. A system and computer program for implementing the method are disclosed.

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Brandon, MS, United States of America

H Mike Schell