Basic Functionality
The user determines which status codes qualify a trouble for Retest. At user-defined intervals all qualifying reports in the dispatch queue are re-tested. About ten percent of work items re-test ok and meet the criteria for removal from the dispatch queue.
Persisting troubles are returned to the dispatch queue for further consideration, or an override code may be issued in the narrative exempting the trouble from further Retest analysis. This precipitates a dispatch.
The processed reports are placed in one of four categories:
- Test OK – An intermediate status code is entered into LMOS (JSTAT in WFA) indicating that a customer should be contacted to confirm that the trouble has resolved itself. The customer contact and closeout can be automated through an Integrated Voice Recognition (IVR) product.
- Update narrative – The work item narrative is updated with the most recent test information.
- Update IST code – A change in test results triggers an update to the narrative and makes the appropriate change to the IST Code.
- Skip work item – The work order remains in the pending queue. Work item status remains unchanged.
Browser-based expert rule administration
The administrator can modify specific rule values or turn rules on or off using a graphical user interface. With the audit module, the administrator can evaluate each rule's actual performance. Promising new screening rules could also be run against a test database in a rule simulator before being put into production.
A communication proxy allows modules to communicate with legacy applications over LANs and WANs. Supported protocols and communication types include:
- TCP/IP
- Terminal Emulation
- Datakit
- SNA
- Data Navigator
- TN 3270
