Abstract: A system and apparatus for maintaining a communication system is disclosed. An apparatus that incorporates teachings of the present disclosure may include, for example, a computer-readable storage medium in a maintenance server of a communication system, comprising computer instructions for monitoring for installed components in interconnected Digital Subscriber Line (DSL) networks of the communication system based at least in part on provisioning records for each of the interconnected DSL networks, filtering telemetry and maintenance data associated with the installed components in the interconnected DSL networks according to criteria comprising actual criteria and predictive criteria, monitoring for a fault in the installed components based at least in part on the telemetry and maintenance data associated with the actual criteria, and predicting a potential fault in the installed components based at least in part on the telemetry and maintenance data associated with the predictive criteria.

Abstract: Methods and apparatus to convey information to customers using field service personnel are described. An example method obtains information associated with a customer service call for a customer prior to completion of the customer service call and automatically generates information associated with at least one of a product or a service not currently used by the customer based on the information associated with the customer. The example method also sends the generated information via a wireless communication medium to a portable electronic device to be accessed by a service person associated with the customer service call.

Abstract: A system and method are disclosed for notifying customers of an agent's progress in fulfilling work orders. A system that incorporates teachings of the present disclosure may include, for example, an account management system (AMS) (100) having a communications interface (110), a memory (104), and a controller (102). The controller is programmed to submit (208) to an agent a work order corresponding to a service request of a customer (108), and submit (222) to the customer at predetermined intervals by electronic means progressive updates of the agent's progress in fulfilling the work order.