In an administration system for a public switched telephone network, a combination proactive and reactive maintenance system analyzes the working status of customer network facilities in response to a customer request reporting a customer trouble. The combined maintenance system includes an attendant station receiving the customer request representing a reactively determined trouble, and building a first trouble report, and first and second test systems. The first test system tests a second communication line in the communication cable representing a potentially proactively determined trouble, and builds a second trouble report. The second test system tests at least one of the first and second communication lines and determines whether at least one of the first and second trouble reports should be dispatched to a customer work group together with existing related proactive and reactive trouble reports to the customer work group using trouble routing criteria. The combination system also includes a data processor that generates an end to end description of the first and second communication lines to be tested, and a dispatch system that groups related open work requests with at least one of the first and second trouble reports and the existing related reactive and proactive trouble reports based on grouping rules.
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