Importance

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Abstract

Simultaneous voice-and-data (SVD) modems (106, 156) are employed automatically in a call initiated between a telephone (111) of a remotely-serviceable communications switching system (101) and a telephone (161) of a service center (150) that includes either a maintenance and diagnostics system (165) or maintenance and diagnostics workstations (162). The remotely-serviceable communications switching system automatically connects the voice portion of a single SVD call set up by the SVD modem to its associated telephone and automatically connects the data portion of the SVD call to its remote maintenance and diagnostics port (109). An automatic call distribution (ACD) communications switching system (151) of the service center automatically connects the voice portion of the SVD call to a telephone (161) of one of its agents (163) and automatically connects the data portion of the SVD call to the maintenance and diagnostics system or workstation. The maintenance and diagnostics system or the service agent immediately starts servicing the remotely-serviceable communications switching system via the single SVD call while the agent is handling the voice portion of the SVD call. The maintenance and diagnostics system preferably reports results to a data terminal (162) of the agent while the agent is still handling the voice portion of the SVD call.

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First Claim