KR100395224B1 - Automated trouble-shooting mechaism resident in craftsperson's portable test and communications device - Google Patents

Abstract

The troubleshooting device is coupled to the telephone service worker's mobile computer unit to allow the operator to respond to a trouble ticket. By analyzing parameter data generated from dispatch (trouble tickets), test data obtained from local test runs, and remote test data, including user input from various information source operators, the troubleshooting device of the present invention appears to be accurate. Find and suggest a solution strategy. The system architecture includes a troubleshooting engine, a series of federated databases, one of which is a recognition database and the other is a shared parameter database. The recognition database contains rules and static parameters that define the characteristics and behavior of the application engine. This set of rules and information is characteristic of telephone line troubleshooting.

Description

AUTOMATTED TROUBLE-SHOOTING MECHAISM RESIDENT IN CRAFTSPERSON'S PORTABLE TEST AND COMMUNICATIONS DEVICE}

TECHNICAL FIELD The present invention relates to telephony systems and networks, and more particularly to new and improved automatic fault-repair devices that reside and are used in mobile test / communication devices of operators, which are based on information and response tests. It works to generate a repair strategy, thereby enabling the operator to quickly address the problem specified in the trouble ticket issued from the dispatch center.

1 diagrammatically shows the overall layout of a mobile telecommunications test system, which system consists of a test and communication unit 1 () based on a passive personal computer, which is to be tested via telephone line 16 (or A service location that can be remotely located in relation to the central office 12 supplying a telephone line under a test (LUT), in which an operator directed by the dispatch center is connected to the central office 12 and the LUT 16. It is possible to communicate with the total test head 14 possible.

The test system function of the management control device executed by the internal processor of the operator's manual computer unit 10 is user-friendly, based on icons, and tests that allow the service worker to facilitate the execution of various tests on the selected telephone line. We want to provide a procedure. In doing so, operators and mobile computers can not only provide a platform for add-on information exchange, but also interact with various types of existing operational support systems.

For this purpose, by means of a touch-sensitive (e.g. pen touch-operated) video display panel 15 and an associated keyboard 17 of the manual computer unit 10, the operator has a set of analysis and test functions-related icons. It is possible to selectively generate one or more test runs suggested by. In response to this selection, the internal control processor of the unit 10 executes signal processing operations relating to the communication and the identified test. The appropriate test head 14 performs a data acquisition task at the request from the personal computer unit 10, including the execution of a functional test task. The test head 14 and passive personal computer unit 10 may be extended through a software program that couples with a plug-in card and many different types of communication links.

For communication with a remote network facility (either the central office 12 or the data center 18 associated with the central office 12), the operator's computer unit 10 includes a transmitter interface, which is the operator's service vehicle or van. (20) Interface with the communication and signal processing sub-system on the board. The communication and signal processing sub-systems on the operator's service vehicle or van 20 board may be altered via the operator's mobile unit via the towing radio loop, through an auxiliary backup wire loop, or through one of the two methods. 10) to the remote network facility. Each communication will interface within the operator's mobile unit and van sub-system.

An operator may be provided with an auxiliary voice-enabled wireless headset for performing wireless voice communication with the passive computer unit. Such a wireless headset can be used with a manual computer and test head to run an automated test, with audio go / no go indications of the test results provided to the operator.

The communication and signal processing sub-system 22 of the service van includes a battery holder / charging station 24, a printer 26, a long tow air interface 28 and a network server 29. The battery holder / charging station 24 is designed for the reception and storage of the mobile passive computer unit 10, so that the computer unit 10 can be protected and accommodated and, when not in use, its associated power supply ( Battery supply) can be recharged. The printer 26 can be used to print out a number of test results or other information. The long tow air interface 28 provides a wireless path to long tow wireless service while the network server 29 includes a file server to provide additional processing power and electrical data storage. The network server 29 operates to perform an auxiliary data processing task by a request from the computer unit 10.

The central office facility 12 typically includes a central office switch 31, such as a direct access test unit (DATU), a central office test device 33, a telephone line conditioning device 35 or a (SASS) transmission coordination system. . The central office test apparatus 33 may provide an interface with various operational support systems of the data center 18, such as service vehicle dispatch, external plant record databases, automated test systems, and electronic network schematics. A telephone line adjustment device (e.g. DATU or SASS) 35 within the central office 12 is capable of selectively executing numerous telephone line tests on the operator by combining (sequencing) specific keys in a standard operator's telephone test set. To provide.

During the test execution via the test head 14, the operator's personal computer unit 10 receives the measured data from the test head and operates with data for converting the measurement result into usable parameter information. This available parameter information is connected to the communication sub-system 22, so that appropriate commands are sent to the telephone line-conditioning device or automatic test equipment in the central office 12.

In a non-limiting embodiment that is registered by a dispatch center and responds to a trouble ticket that includes a customer service request, the system of FIG. 1 operates as follows. After the worker is dispatched and moved to the test site (using the service vehicle 20), the process of engaging the test head 14 to the telephone line in the test 16 is executed. The operator then communicates with the test head 14 via the communication sub-system 22 of the van 20, using the mobile computer unit 10 so that one or more telephone line tests can be performed. .

Once the operator has coupled the test head 14 to the telephone line during the test, the test application software residing in the passive computer unit 10 is adapted to evaluate the LUT through the touch-sensitive computer display panel 15. Operates to display icons related to the test procedure. In response to the service operator selecting the desired test function, the resident test software of the computer unit 10 interactively generates additional menus, through which the operator makes additional choices to define the necessary parameters to perform the selected test. . Based on the operator's choice, the computer unit 10 combines and sends a message to set the test or tests to be performed to the test head and the central office and the parameters associated with such a test.

When the selected test is performed, the test head measures the response of the telephone line to one or more conditions installed on the telephone line and returns to the computer unit 10 for memory storage and analysis in accordance with the on-board test or telephone line analysis program. Transmits test response data. The operator instructs the test device to perform one or more additional tests until the telephone line has been fully tested, based on the results of the processed information.

The present invention includes a method for providing an operator with a troubleshooting strategy that will provide an indication of the cause of a possible problem on a subscriber's telephone line and the procedures presented for solving the problem and includes the following steps.

(a) a worker dispatched to a service location remote from a telephone station providing a communication and processing unit, through which the subscriber telephone line is provided, can communicate to the test system of the telephone station and to a test head connected to the subscriber telephone line; The communication and processing unit has an input / output device, including a visual display, through which the information input by the operator is converted into a defined control signal and transmitted to the test system, through which the operation of the test system and the Presenting the combined information to the worker; And

(b) in the communication and processing unit, provide an information processing, troubleshooting application engine and first and second databases connected thereto, the first database defining rules and statics that define the characteristics and behavior of the application engine; A recognition database comprising parameters, the second database being a shared database storing parameter data associated with one or more tests performed on the telephone line, wherein the troubleshooting application engine is a set of rules stored in the recognition database And perform a self-diagnostic assessment of the data in the shared database and create a problem solution to guide the worker on the telephone line to eliminate errors, while at the same time the application engine is responsible for a plurality of possible statements that may occur on the telephone line. Self-assessment, the potential causes of the problem and possible steps that operate to perform the procedure recommended to fix the phone line.

The present invention also includes a management control device included in a mobile test unit used by an operator to test a communication telephone line, the management control device comprising an information processing, troubleshooting application engine and first and second databases connected thereto. Wherein the first database is a recognition database that includes rules and static parameters that define characteristics and behavior of the application engine, and the second database is a parameter database combined with one or more tests performed on the telephone line. Is a shared database that stores data sources, the troubleshooting application engine includes a variety of information sources, including user input from the operator, parameter data created by problem dispatch, test data and raw data obtained from local test runs. Analyzes distance test data to produce a troubleshooting strategy that is output from the operator from it, so that according to a plurality of problems that may occur on the telephone line, the potential causes of such problems, and recommended procedures to solve the problems The rules and static parameters that define the characteristics and behavior of the application engine allow the operator to locate the problem cause that caused the problem dispatch.

The present invention enables an operator's communication and processing unit to provide troubleshooting procedures to a worker dispatched to a remote service location with respect to the telephone station providing the subscriber's telephone line, whereby the operator is responsible for any possible problems at the subscriber's telephone line. The cause and resolution can be found and the communication and processing unit is operative to communicate with a test head that can be connected to the telephone station's test system and the subscriber telephone line, the communication and processing unit including a visual display, Having an output device, through which information input by the operator is converted into a prescribed control signal and sent to the test system, through which information associated with the test system operation is presented to the operator, the device Information processing, breakdown repair applique A recognition database including rules and static parameters defining characteristics and behaviors of the application engine, the second database being performed on the telephone line. A shared database storing parameter data associated with one or more tests, wherein the troubleshooting application engine performs self-diagnostic evaluation of data in the shared database according to a set of rules stored in the recognition database and at the subscriber telephone line It is operated to display a message containing a proposed procedure performed by the operator to find and solve a problem, wherein the data stored by the shared database is stored in one or more work command managers. Data obtained through low software applications, measurement data obtained from mobile test equipment, and data entered by the operator.

The test system function of the management control device executed by the internal processor of the operator's manual computer unit 10 is user-friendly, based on icons, and tests that allow the service worker to facilitate the execution of various tests on the selected telephone line. Provides procedures, whereby the operator's mobile computer can not only provide a platform for add-on information exchange, but also interact with various types of existing operational support systems.

Conveniently, the present invention can be accomplished via an administrative control device, which includes information from various sources, user input from the operator, parameter data generated in dispatch (failed tickets), execution of local tests. Analyze test data and remote test data (obtained through a system such as a mechanized loop test (MLT) system) obtained from the system, and from there, trouble-shooting that allows the operator to quickly determine the source of the problem that caused the trouble ticket. It works to make a strategy.

In particular, the system architecture includes an information processing sub-system, a troubleshooting application engine, and a series of federated databases, one of which is a recognition or experience database, and the other is a shared parameter database. The awareness database contains rules and static parameters that define the characteristics and behavior of the application engine. These rulesets and information are specific applications, i.e. specific telephone line troubleshooting applications, and are recommended for strict self-diagnostic assessment of all possible problems that may occur on the telephone line, the potential causes of such problems, and to repair the telephone line and thereby eliminate errors. Prepared according to the established procedure. Since the system knows the new nature of the problem and repair procedures, the recognition database is updated to include that information, so that when the troubleshooting strategy is recommended, the application engine can determine more information.

Data stored in a shared database can be obtained from automated technology dispatch-work command manager software applications such as AT & T Technical Access System (CAS) applications, Technician Access Networks (TAN), or Automatic Work Management Systems (AWAS), and mobile test equipment. It is supplied from various external sources such as measurement data obtained by (PTE), or data entered by the user.

The trouble-shooting application engine operates to use the rules and parameters of the recognition database to set possible error candidate fields that are associated with or associated with a set of control parameters. Candidates in the designated field are candidates that exhibit one or more symptoms that are represented by the values of the test parameters. Using test parameter data in the shared database, the engine refines the candidate field to a candidate containing a contiguous small number of members so that the candidate closest to the cause of the problem is set.

In particular, because the shared database is dynamically updated with test results information coming from measurements performed on the phone line or from the application system, the application engine processes this information according to the ruleset of the recognition database and also defined by the control model. Exclude those points from the candidate's field that are no longer sufficiently close to the control point based on the relationship. As a result, the field is reduced to one error candidate point closest to the error, and the engine uses that error candidate point to generate a repair strategy message to the operator via the computer display screen.

The present invention will be described in accordance with a flow chart of operations performed by a troubleshooting strategy generating device, each worker dispatched to a work site, communicating with necessary remote facilities such as a central office and associated data center, and the operator Downloads whether a trouble ticket is available for servicing, and may include the output of the tested test equipment to provide parameter data for the telephone line to be serviced, which allows the application engine to assess the cause of the error. Let's do it.

Performing the downloaded parametric test data is a specified identification VER code that combines the tests performed by the mechanized test equipment with the ruleset of the recognition database. Once the test measurement and data download operation is completed, the user is presented with a display screen that includes an option menu, which may include additional telephone line tests or other functions. The application engine generates a troubleshooting strategy based on the self-diagnosis assessment of the trouble ticket and the available measurement data stored in the public database, so that the skill or skill of the technician hinders the continuous selection of menu items to perform the task. It doesn't.

Each menu screen includes a "help" icon. When this icon is called, the application engine displays a message to the user indicating the results of the analysis of the current ionizable information in the recognition and sharing database and recommends what the operator should do next. The engine then specifies which method should be performed based on the VER code and the available parameter test data. Based on the method selected, a message will be displayed instructing the user what to do.

If the preliminary information and initial test measurement results provided by the trouble ticket are sufficient for the application engine to determine the cause of the error, a location and repair scenario message is generated. The application engine operates to coordinate data collection and analysis, observation or measurement of telephone line response to called operations, including calling external test functions (eg, requesting DATU to open subscriber telephone lines). do.

If a further phone line test is needed, the displayed message may instruct the user to retest one or more additional tests. Therefore, an indication message screen is generated continuously as needed and the user is also instructed to obtain additional information, such as by testing a test head, so that the application can obtain one potential source field. I improve it. The displayed messages not only indicate the results of engine analysis, testing and parameter data of the fault ticket, but also provide practical information to the operator. The operator can then implement the suggested corrective procedure to repair the error. As soon as this implementation is completed, the telephone line may be retested to verify repair.

The present invention is now described by way of example with reference to the accompanying drawings.

Before describing the new and improved automatic fault-repairing device according to the present invention in detail, the fact that should be observed in the present invention is an information processing sub-effectively made in the management control software residing in the above-mentioned mobile computer unit of the operator. It relates to a series of federated databases used by the system and the management control software residing on the worker's mobile computer unit. One of these databases is a recognition or 'experience' database that includes rules and static parameters used by the information processing sub-system that define its characteristics and behavior. The second database is a shared database, where the raw parameter database associated with the telephone line is stored during the test. Therefore, the information processing sub-system of the present invention uses the recognition database's recognition and experience rules for evaluating data stored in a shared database so that the operator can reach a recommended course of action that enables the operator to resolve the problem presented in the trouble ticket. It consists of an artificial intelligence, fault-to-fix application engine.

The present invention, illustrated by the figures, shows only certain details in a group of convenient functions.

2 shows a basic system architecture consisting of an information processing sub-system, a troubleshooting application engine 41 and a series of federated databases 43 and 45. The database 43 is a knowledge or 'experience' database that includes rules and static parameters that define the characteristics and behavior of the engine 41.

Such rule sets and information stored in the database 45 are specific applications and, here, precise self-assessment of all problems that may occur on the telephone line, the potential root cause of such problems and to repair the telephone line and eliminate errors. Specific site telephone telephone line failure- repairs prepared in accordance with the recommended procedure. Moreover, as the system learns problems and new types of procedures related to those problems, the recognition database contains up-to-date information to enable more informed decisions in the application engine when recommending a troubleshooting strategy. Is updated.

The database 45 is a shared database in which parameter data related to a telephone line is stored. Such data is acquired via a work command manager software application 51 (e.g., a previously mentioned AT & T CAS (Technical Access System) application, or a worker access network (TAN), or an automatic work management system (AWAS)). Data, or from a number of external sources such as measurement data from a mobile test equipment (PTE) 52, or data by a user 53.

The engine 41 uses the recognition and experience rules of the recognition database 43 to evaluate the raw data of the shared database 45 so that the worker reaches the recommended course of action to solve the problem presented in the trouble ticket. For this purpose the engine 41 uses the rules and parameters of the knowledge database 43 to set up an error field which may / or may have a relationship or connection with the threshold of the control parameter set, and the Stanford It is composed of an application engine produced by the University of Palo Malto and Cal, known as the Coarse Program Model. Candidates in the designated field are candidates representing one or more serious injuries found by the test parameter value. The engine 41 then uses such parameter data from a shared database 45 coming from an external source or input by a service worker, such as a telephone line measurement test head, to continuously include a small number of members. By improving to the candidate field, the candidate most likely to be the cause of the problem is set.

This operation is shown diagrammatically in FIG. 3, representing candidate point fields p1, p2, p3 ... pn, each of which has a different potential for the cause of the problem causing the trouble ticket generation for the designated telephone line to be tested. Combine with a deviation or error candidate. In the non-limiting embodiment of FIG. 3, point p1 is coupled to ground fault, point p2 is crosswise coupled to the operating pair, and point p3 is coupled to open telephone line.

Since the database used by the application engine is updated with more up-to-date information, in particular, the shared database 45 can be used for applications such as from measurements made on a telephone line, such as data from mobile test equipment, for example. Since it is dynamically updated with test result information from the system, the engine 41 processes this information according to the ruleset of the recognition database and, from the candidate fields, is no longer a control point based on the relationship defined by the control model. Exclude those points that are not connected close enough to As a result, the field is reduced to one error candidate point pm closest to the error candidate, and the engine 41 uses it to generate a replenishment strategy message to the operator via the computer display screen.

4 shows an operational flow flowchart of an apparatus for generating a troubleshooting strategy, based on information and reaction tests, and will be described with reference to embodiments of the present invention. When a subscriber or customer makes a service request to an automated service repair facility, the manager at the repair facility confirms the request and issues a trouble ticket. The worker is then dispatched to a designated area where the telephone line causing the reported problem can be tested and serviced.

As described in the Horton et al. Application described above, arriving at the work area and commencing communication with the necessary remote facilities (central offices and associated data centers) via the wireless-wired communication subsystem included in mobile computer units and service vehicles. Once the worker downloads what information can be used to service the trouble ticket.

In order to provide initial parameter data for the telephone line to be serviced, this initial operation typically involves the use of a work command manager application, such as the CAS application described above, in which the operator has a SASS transmission coordination system, or a direct access test unit ( Test equipment such as DATU) needs to be tested, which allows the application engine to assess the cause of the error.

If the initial information provided by the trouble ticket and the initial test measurement result is sufficient for the application engine to determine the cause of the failure, a location and repair scenario message is generated. The application engine performs external test functions to clean up data collection, and is operated to clean up subsequent analysis by observing or measuring telephone line response to the operation that has occurred. For example, the application engine may generate an instruction requesting DATU 35 to open subscriber telephone line 16. Thus, the response of the mobile test equipment (test head 14) to the generated stimulus provided by the DATU is read. For the opening of the subscriber telephone line, the voltage reading output of the mobile test equipment 14 should be zero. So the application engine decides what to do next based on the monitored PTE output.

In step 402, measurement data from the test equipment is downloaded to the shared database 45. Performing the parametric test data itself is a designated VER code that combines the tests performed by the mechanized test equipment with the ruleset of the recognition database. Once the test measurement and data download operation is complete, the user will be presented with a display screen that includes an option menu, which may include additional telephone line tests or other functions. The application engine 41 operates to formulate troubleshooting strategies based on the self-assessment assessment of the trouble tickets and the available measurement data stored in the shared database, so that the operator's experience or skill level is dependent upon the menu items to perform the task. It does not interfere with successful phone selection. Even the most experienced operator can easily select the appropriate test function menu item for a trouble ticket, while the troubleshooting application engine organization allows a person without skills to be guided through a troubleshooting arrangement.

For this purpose, each menu screen contains a Help icon. In step 403, calling the help icon (by the operator pressing a pen on the touch sensing screen of the computer unit), the application engine displays a message to the user indicating the result of analysis of the information currently available in the recognition and sharing database. Instruct the worker what to do next. For this purpose, in response to the worker who called the help icon, the application engine extracts the VER code downloaded into the shared database. Next, step 405 describes which method should be performed based on the VER code. Based on the method selected, a message will be displayed instructing the user what to do.

In particular, at step 406, an indication message in combination with the selected method is displayed to the user. For example, a location and repair scenario message can be generated when the initial information provided by the trouble ticket and the initial MLT measurement result is sufficient to reach the cause of the error. On the other hand, if further testing of the telephone line is needed, the displayed message may instruct the user to perform one or more tests. That is, the help / instruction message screen appears continuously as needed, for example, by testing the test head, instructing the user to send additional information, whereby the application engine displays one potential cause field as one possible cause. I improve it.

For example, if the interactive measurement and evaluation process described above determines that the cause of the telephone line error is ground error, the following message will be displayed. "MLT has determined that a ground fault exists. This type of error is often caused by syphilis wires. It uses ground fault position probes and earth gradient frames to locate the fault. Strip the wires and repair the wires. " These messages not only indicate fault tickets and engine analysis of test and parameter data, but also provide pragmatic information to the operator (either by confirming the selection by a trained assignee or by providing work training to someone with less skill). . To eliminate the error, the operator performs the suggested repair procedure. As soon as this run is over, again the phone line can be tested to verify repair.

As is clear from the foregoing description, by coupling the troubleshooting device according to the invention to a mobile computer unit of a telephone service worker, it is dispatched to a service location to quickly eliminate a trouble ticket problem regardless of the skill level of the service worker. Improve worker skills Various information sources, including user input from operators, parameter data generated from dispatch (trouble tickets), test data obtained from local test runs, and remote test data (mechanical loop test (MLT) systems). ), The fault fixer of the present invention can quickly find and present to the operator a critically accurate and helpful troubleshooting strategy.

The troubleshooting device is coupled to the telephone service worker's mobile computer unit to allow the operator to respond to a trouble ticket. By analyzing parameter data generated from dispatch (trouble tickets), test data obtained from local test runs, and remote test data, including user input from operators of various information sources, the troubleshooting device of the present invention appears to be correct. Find and present a strategy. The system architecture includes a troubleshooting engine, a series of federated databases, one of which is a recognition database and the other is a shared, parameter database. The recognition database contains rules and static parameters that define the characteristics and behavior of the application engine. This set of rules and information is characteristic of telephone line troubleshooting.

1 is a schematic diagram of a total layout of a mobile telecommunication test system,

2 is a basic system architecture of the present invention consisting of an information processing sub-system, a troubleshooting-repair application engine and a series of recognition and shared parameter databases;

3 is a diagram of a candidate point field diagram associated with different potential deviations or error candidates for the cause of the problem prompting the occurrence of a trouble ticket for the designated telephone line being tested;

4 shows each step of an operational flow flowchart used in an apparatus for generating a troubleshooting-repair strategy based on information and reaction testing.

Explanation of symbols on the main parts of the drawings

10; Test and communication unit 12; Central office

14; Test head 16; Telephone line

17; Keyboard 18; Data center

20; Service vehicle or van 22; Communication and Signal Processing Sub-System

24; Battery holder / charging point 26; printer

28; Long traction air interface 29; Network server

41; Troubleshooting application engine 43; Recognition database

45; Shared database

Claims (10)

In a method of providing a troubleshooting strategy to an operator by instructing a probable problem on the subscriber's telephone line and the procedure proposed to solve the above problem, (a) a worker dispatched to a service location remote from a telephone station providing a communication and processing unit, through which the subscriber telephone line is provided, can communicate to the test system of the telephone station and to a test head connected to the subscriber telephone line; The communication and processing unit has an input / output device, including a visual display, through which the information input by the operator is converted into a defined control signal and transmitted to the test system, through which the operation of the test system and the Presenting the combined information to the worker; And (b) in the communication and processing unit, provide an information processing, troubleshooting application engine and first and second databases connected thereto, the first database defining rules and statics that define the characteristics and behavior of the application engine; A recognition database comprising parameters, the second database being a shared database storing parameter data associated with one or more tests performed on the telephone line, wherein the troubleshooting application engine is a set of rules stored in the recognition database And perform a self-diagnostic assessment of the data in the shared database and create a problem solution to guide the worker on the telephone line to eliminate errors, while the application engine is capable of generating a plurality of possible statements that may occur on the telephone line. And self-diagnosing assessment, potential cause of the possible problem, and acting to perform a recommended procedure to repair the telephone line. The data of claim 1, wherein the data stored by the shared database includes data obtained through one or more work command manager software applications, measurement data obtained from mobile test equipment, and data entered by the operator. The parameter test data stored in the database has a test identification code that combines a test performed by a test rig with a rule set in the recognition database, in response to which the troubleshooting application engine measures the problem and the parameter stored in the shared database. And a troubleshooting strategy based on a self-diagnosis assessment of the trouble ticket reporting data. The system of claim 1 or 2, wherein the troubleshooting application engine is operative to generate a symbol defined on the display screen, and when called by the operator, the symbol is currently available in the recognition and sharing database. Displaying a message indicating an engine analysis result of the information and suggesting a course of action to the worker to solve the above problem. A management control device included in a mobile test unit used by an operator to test a telecommunication telephone line, the management control device comprising an information processing, troubleshooting application engine and first and second databases connected thereto; A first database is a recognition database that includes rules and static parameters that define the characteristics and behavior of the application engine, and the second database is a shared database that stores a parameter database associated with one or more tests performed on the phone line. The troubleshooting application engine includes a variety of information sources, user input from the operator, parameter data generated by the problem dispatch, test data obtained from local test runs, and remote test data. Analyzing and outputting from it to the operator creates a troubleshooting strategy, so that the number of problems that may occur on the telephone line, the potential causes of such problems, and the recommended procedure to solve the problems may be And the rules and static parameters defining characteristics and behaviors enable the operator to locate the problem cause that caused the problem dispatch. 5. The system of claim 4, wherein the troubleshooting-application engine interactively refines the candidate fields to candidates containing a small number of members in succession, using test parameter data in a shared database. Operates to use the rules and parameters of the recognition database to create a possible / probable error candidate field with a relationship or combination of the two, so that the error candidate closest to the cause of the problem is set, and the troubleshooting engine Using the closest error candidate point to generate a repair strategy message to the worker, the parameter test data stored in the shared database combines the tests performed by the test equipment with the rule set in the recognition database. And in response, the troubleshooting application engine generates a troubleshooting strategy based on a self-diagnosis assessment of the failure ticket reporting the problem and the parameter measurement data stored in the shared database, The troubleshooting application engine operates to generate a symbol defined on the display screen, and when called by the operator, the symbol indicates the result of analyzing the information of the engine currently available in the recognition and sharing database. Causing the operator to display a message suggesting a course of action for resolving the problem, and preferably, the application engine is configured to repair the telephone line by a plurality of possible problems that may occur on the telephone line, potential causes of the possible problems, and repairing the telephone line. for Management control device operable to perform a self-diagnostic assessment of the recommended procedure. If the operator's communication and processing unit makes it possible to provide a troubleshooting procedure to a worker dispatched to a remote service location with respect to the telephone station providing the subscriber's telephone line, the operator will find out the possible cause of the problem at the subscriber's telephone line. The communication and processing unit operates to communicate with a test head that can be connected to the telephone system's test system and the subscriber telephone line, the communication and processing unit including a visual display, And through them, the information input by the operator is converted into a prescribed control signal and transmitted to the test system, through which information associated with the test system operation is presented to the operator, the apparatus processing information Troubleshooting application engine A first and second database connected thereto, said first database being a recognition database containing rules and static parameters defining characteristics and behaviors of said application engine, said second database being once performed on said telephone line or A shared database storing parameter data combined with further tests, wherein the troubleshooting application engine performs self-diagnostic evaluation of data in the shared database according to a set of rules stored in the recognition database and finds the problem on the subscriber's telephone line. Is activated to display a message containing a proposed procedure performed by the worker to solve the problem, and the data stored by the shared database is one or more work command manager software. Data obtained from the control application, measurement data obtained by the portable test equipment, device characterized in that it comprises a data input by the operator. 7. The method of claim 6, wherein the parameter test data stored in the shared database has a test identification code that combines a test performed by a test rig with a set of rules in the recognition database, in response to which the troubleshooting application engine is responsible for the problem and Based on a self-diagnosis evaluation of the trouble ticket reporting the parameter measurement data stored in the shared database, a troubleshooting strategy is generated, and the troubleshooting application engine operates to generate a prescribed symbol on the display screen. When called by an operator, the symbol indicates that the engine is the action to be performed by the operator to indicate the results of engine information analysis currently available in the recognition and sharing database and to resolve the problem on the subscriber's telephone line. Device for displaying a message suggesting the process. A method of providing a troubleshooting strategy for a worker sent to a remotely located service site in connection with a telephone station providing a subscriber telephone line, wherein the troubleshooting strategy provides the worker with a possible cause of the problem on the subscriber's telephone line and the aforementioned problem. Provide instructions of the proposed procedure to resolve (a) providing the operator with a communication and signal processing technology unit capable of communicating with test equipment connectable to the telephone station and the subscriber telephone line, the technology unit having an input / output device, through which The information input by the operator is converted into a prescribed signal and sent to the test system of the telephone station, through which the information combined with the operation of the test system is presented to the operator, the test system being supplied there from the technical unit. Responsive to the command signal being activated and actuated to apply to the subscriber telephone line defined by a test stimulus, wherein the response of the subscriber telephone line to the command signal is measured by the test equipment; And (b) providing, in the technical unit, an information processing, troubleshooting application engine and first and second databases connected thereto, the first database comprising rules and static parameters defining characteristics and behavior of the application engine; A recognition database, wherein the second database is a shared database that stores parameter data associated with one or more tests performed on the telephone line, and wherein the troubleshooting application engine is configured according to a rule set stored in the recognition database; By conducting a self-diagnostic assessment of the shared database by adjusting the stimulus application for the subscriber telephone line by the test system and analyzing the output of the test equipment for the stimulus, the operator at the subscriber telephone line fails Work is preferable to generate the suggested solutions for the problem to guide to remove the test unit method characterized by a step which includes a direct access test unit. The direct access test unit of claim 8, wherein the direct access test unit and the test enable the operator to control the operation of the subscriber telephone line by means of the direct access test unit and to provide an audio message in response to a command from the technical unit. Is generated, the command is converted into a tone signal and sent to the direct access test unit, information associated with operation of the direct access test unit is presented to the operator by the visual display, and the displayed information is The generated wave of the audio message by the direct access test unit is updated interactively by the operator in response to one or more inputs through the technology unit and by the test system being simultaneously displayed via the visual display. Subscriber's phone An application engine that operates to test various menus that may be performed on the line, which is entered through the input / output device of the technology unit to display such requests, while other tests that may be performed by the test system. Audio messages in combination with the functions are generated sequentially, and preferably, the application engine is responsible for the plurality of possible problems that may occur on the telephone line, the potential causes of the possible problems, and the recommended procedure for repairing the telephone line. Operated to perform a self diagnostic assessment, the data stored by the shared database includes data obtained through one or more work command manager software applications, measurement data obtained by the test equipment, and data entered by the operator. Ha The method characterized. 10. The method of claim 8 or 9, wherein the parametric test data stored in the shared database has a test identification code that responds to, and responds to, the failure repair application that combines a test performed by a test instrument with a rule set in the recognition database. The engine generates a troubleshooting strategy based on a self-diagnostic assessment of the trouble ticket reporting the problem and the parameter measurement data stored in the shared database, wherein the troubleshooting application engine is adapted to generate a prescribed symbol on the display screen. When called by the operator, the symbol displays a message indicating that the engine is analyzing the engine information currently available in the recognition and sharing database and suggesting the worker a course of action to resolve the problem. Play Ray.