The following example emphasizes the advantage of the system: When a telephone
customer phones in to complain about the voice quality on his line, the technician (after
the operator has routed the call to the relevant panel of technicians through the call
center) will automatically have on the screen in front of him the name, number and
other account details of the customer as well as his record of complaints, faults and
repairs. The technician can execute a number of line tests through the system, while
the customer is on the line.