CN101316299B - Call centre monitoring system based on application simulation - Google Patents
Call centre monitoring system based on application simulation Download PDFInfo
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- CN101316299B CN101316299B CN2007100510659A CN200710051065A CN101316299B CN 101316299 B CN101316299 B CN 101316299B CN 2007100510659 A CN2007100510659 A CN 2007100510659A CN 200710051065 A CN200710051065 A CN 200710051065A CN 101316299 B CN101316299 B CN 101316299B
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Abstract
The invention discloses a call center monitoring system based on application simulation, which comprises a server terminal and a client terminal. The server terminal comprises an application simulation module, a node name explanation service and detection module, a terminal information acquisition module and a centralized monitoring service module. The application simulation module is used for simulating the operation of users. The node name explanation service and detection module is applied to detecting whether a server is registered in a node registry server NNS normally. The terminal information acquisition module acquires and sends all the server information to a centralized monitoring server module and the centralized monitoring service module receives and records information transmitted by the terminal information acquisition module and makes a decision according to a strategy defined to do corresponding processing. The system of the invention runs through the whole system, simulates a complete service process, detects background services periodically one by one and reflects the situation of the whole system in an all-round, real-time and accurate way; the monitoring system reduces the maintenance working amount and difficulty of a customer service system and guarantees the stability of the customer service system.
Description
Technical field
The present invention relates to the monitoring means of moving communicating field, particularly a kind of call center's supervisory control system based on application simulation.
Background technology
At moving communicating field, customer service system is the core support system of operation in 7 * 24 hours, and along with systemic-function variation, support capacity constantly promote, system's line service is increasingly sophisticated and heavy.In line service, the process analysis finds that when main monitor control index was in the normal permissible value, the background application service that has had been in the abnormality of not working or partly working in fact.But this state is difficult to find through conventional core index monitor mode, therefore stays hidden danger for bringing out the fairly large system failure.And because system complexity constantly promotes, the continuous increase of application service kind, quantity, system is carried out example inspection the attendant is required very high through manual, and workload is quite big, and appearance " failing to pinpoint a disease in diagnosis " situation easily.
Existing supervisory control system mainly is to adopt the core index monitor mode to realize.For example, the user is respectively in prison aspect 1 monitoring IVR passage occupancy, at the core index such as the rate that runs succeeded of monitoring aspect 2 and 3 monitoring application through the way that hot line carries out telephone expenses querying flow monitor mode.Because system has had considerable scale at present; We can say that almost each link all is to be realized by " cluster " mode; Therefore; When our each monitoring aspect core index all was in " normally " value, whether we are difficult to evaluating system was normal fully operation, can not confirm whether each atomic service all is in normal operating conditions.Therefore, can not organic systems incorporate be got up based on the existing monitor mode of core index, the situation of the fault that can not exist single link accurately reflects, possibly have the hidden danger of " overall system is good, indivedual in-problem situation ".
Summary of the invention
The invention provides a kind of call center's supervisory control system based on application simulation; This system employs unique perspective, from user perspective, regularly the analog subscriber operation data request is sent in the background application service to system; The analog subscriber real behavior; Organically get in touch each independent particle system, analog voice stream or data flow are accomplished complete operation flow, and carry out analysis-by-synthesis through each server apparatus, operating system state and system's backstage service operation situation in the real-time acquisition module gathering system; Carry out centralized displaying, alarm, fault preliminary treatment, finally reach the purpose of system being carried out conduct monitoring at all levels.
Technical scheme of the present invention is following:
Call center's supervisory control system based on application simulation; It is characterized in that: said system comprises application simulation module, nodename explanation service detection module, end message acquisition module, centralized monitor service module and system maintenance Reports module; Said application simulation module is used for the operation of analog subscriber, and said nodename explains that the service detection module is used to detect property server and whether normally goes up registration to node registrar NNS;
Said application simulation module, nodename explain that service detection module, system maintenance Reports module receive or transmission information through the centralized monitor service module respectively.
Said end message acquisition module regularly obtains the information of each property server; And send to the centralized monitor service module; Said centralized monitor service module receives the information that record end message acquisition module also transmits, and judges and make corresponding processing according to the strategy of definition.
Said call center's supervisory control system based on application simulation also comprises the system maintenance Reports module, is used for the various service datas of customer service system are added up, and generates tendency chart.
Said user's operation comprises the higher operations of various user's frequencies of utilization such as user telephone fee inquiry, user ascription area inquiry, user brand inquiry, password modification request.
Said application simulation module is to be made up of the some background servers of customer service system, like the DataServers middleware of the NNS server of supporting service registry and AppServer middleware that NNRS server, back-up system inside story transfer are distributed, supporting database service, support BossInterface middleware that the BOSS interface is inquired about etc.
Said registration is that each entity services is regularly sent the report of self-operating states to the NNS server, comprises processing messages quantity, information such as flow.
Said nodename explains that the service detection module is earlier to NNS server initiation request when detecting; Obtain the current entity services information of moving; Like quantity, title, place server ip address etc.; Information according to the various entity services of predefined expectation (or correct) compares then, partly notifies administrative staff with difference.
Said end message acquisition module operates on the corresponding property server, keeps in communication through LAN and the centralized monitor service module that is arranged on the computer independently; The end message acquisition module is carried out the various operational orders that the centralized monitor service module sends simultaneously.
Said operational order comprises the termination process, restarts process, restarts server, the synchronously operating system time etc.
Said centralized monitor end operational order by operating personnel initiate by hand, self the order send strategy or according to the emulation module testing result by transferring in the centralized monitor service module.
The strategy of said definition comprises the minimum permissible value of remanence disk space, information such as CPU usage maximum permissible value.
Said centralized monitor service module receives and information recorded comprises the information such as CPU, internal memory, disk space, current operation process of main frame.
Said centralized monitor service module is made corresponding processing and is comprised and initiate alarm, instruction such as restarts.
Said application simulation module comprises operator's operational simulation part, application service emulation part, database service emulation part, BOSS interface simulation part and other emulation parts; The part of these emulation is according to the single execution of user behavior of concrete imitation or regularly combination execution; For example: at first use application service emulation part, re-use BOSS interface simulation part.
Said operator's operational simulation partial simulation foreground business agent's operation, as: platform is logined/is withdrawed from, traffic registration/cancellation, worker singly generate/handle, data bank visit etc., detects the backstage service and whether can normally for these requests correct service be provided.
Whether said application service emulation partial simulation user detects Appserver and can the correct transfer of request be distributed the services request of AppServer (middleware is distributed in the transfer of internal system message).
Said database service emulation part: whether correctly analog subscriber detects DataService operations such as response data library inquiry, interpolation, deletion, modification to the request of DataService (database service middleware).
Said BOSS interface simulation partial simulation user is to the request of BossInterface (interface inquiry middleware), and whether detect BossInterface can correct execution interface interchange function and return correct result.
Said other emulated datas can be carried out flexible configuration according to actual needs.
Beneficial effect of the present invention is following:
This system adopts the software mode simulation to realize user behavior based on the monitoring technique of application simulation; Abandon the independent mode of monitoring separately from each service link; But run through whole system; Carry out complete operation flow simulation, the backstage is served detected regularly, one by one, thereby reflect system situation comprehensively, in real time, exactly; Through this supervisory control system is used, reduced the maintenance workload and the difficulty of customer service system to a great extent, repeatedly get rid of potential risk, ensured the stability of customer service system effectively.
Description of drawings
Fig. 1 is a system configuration sketch map of the present invention
Fig. 2 is a communication logical schematic of the present invention
Fig. 3 is a system flow chart of the present invention
Fig. 4 is an application structure sketch map of the present invention
Fig. 5 applies to the user carries out the telephone expenses query script through hot line schematic flow sheet for the present invention
Embodiment
Shown in Fig. 1～3; Call center's supervisory control system based on application simulation; Said system comprises application simulation module, nodename explanation service detection module, end message acquisition module, centralized monitor service module and system maintenance Reports module; Said application simulation module is used for the operation of analog subscriber, and said nodename explains that the service detection module is used to detect property server and whether normally goes up registration to node registrar NNS;
Said application simulation module, nodename explain that service detection module, system maintenance Reports module receive or send information through the centralized monitor service module respectively;
Said end message acquisition module regularly obtains the information of each property server; And send to the centralized monitor service module; The information that said centralized monitor service module receives and record end message acquisition module transmits; And judge and make corresponding processing that according to the strategy of definition the attendant can understand the operation conditions of each supporting of system through displaying/operation interface of this module, and the people is for intervening.
Said call center's supervisory control system based on application simulation also comprises the system maintenance Reports module, is used for the various service datas of customer service system are added up, and generates tendency chart.
Said user's operation comprises the higher operations of various user's frequencies of utilization such as user telephone fee inquiry, user ascription area inquiry, user brand inquiry, password modification request.
China Mobile's customer service system to support applications emulation module function is tested.
Said application simulation module is to be made up of the some background servers of customer service system, like the DataServers middleware of the NNS server of supporting service registry and AppServer middleware that NNRS server, back-up system inside story transfer are distributed, supporting database service, support BossInterface middleware that the BOSS interface is inquired about etc.
The emulation testing of said application simulation module runs through the whole service flow process of user's true operation.When certain link in the operation flow occurs when unusual, to distribute module such as the transfer of Appserver message and occur when unusual, test this time will be failed, and emulation module can navigate to the transfer of Appserver message and distribute module and break down.According to the abnormality processing strategy of formulating in advance (restarting), emulation module is restarted Appserver service and test once more, if fault is still then sent the relevant director of short message alarm notice.
Said registration is that each entity services is regularly sent the report of self-operating states to the NNS server, comprises processing messages quantity, information such as flow.
Said nodename explains that the service detection module is earlier to NNS server initiation request when detecting; Obtain the current entity services information of moving; Like quantity, title, place server ip address etc.; Information (like quantity) according to the various entity services of predefined expectation (or correct) compares then, partly notifies administrative staff with difference.
Said end message acquisition module operates on the corresponding property server, keeps in communication through LAN and the centralized monitor service module that is arranged on the computer independently; The end message acquisition module is carried out the various operational orders that the centralized monitor service module sends simultaneously.
Said operational order comprises the termination process, restarts process, restarts server, the synchronously operating system time etc.
Said centralized monitor end operational order by operating personnel initiate by hand, strategy is sent in self order (send when finding that certain process disappears and start this process order) or according to the emulation module testing result by transferring in the centralized monitor service module.
The strategy of said definition comprises the minimum permissible value of remanence disk space, information such as CPU usage maximum permissible value.
Said centralized monitor service module receives and information recorded comprises the information such as CPU, internal memory, disk space, current operation process of main frame.
Said centralized monitor service module is made corresponding processing and is comprised and initiate alarm, instruction such as restarts.
Said application simulation module comprises operator's operational simulation part, application service emulation part, database service emulation part, BOSS interface simulation part and other emulation parts; The part of these emulation is according to the single execution of user behavior of concrete imitation or regularly combination execution; Inquire about like the analog subscriber telephone expenses; Then at first use application service emulation part, re-use BOSS interface simulation part.
Said operator's operational simulation partial simulation foreground business agent's operation, as: platform is logined/is withdrawed from, traffic registration/cancellation, worker singly generate/handle, data bank visit etc., detects the backstage service and whether can normally for these requests correct service be provided.
Whether said application service emulation partial simulation user detects Appserver and can the correct transfer of request be distributed the services request of AppServer (middleware is distributed in the transfer of internal system message).
Said database service emulation part: whether correctly analog subscriber detects DataService operations such as response data library inquiry, interpolation, deletion, modification to the request of DataService (database service middleware).
Said BOSS interface simulation partial simulation user is to the request of BossInterface (interface inquiry middleware), and whether detect BossInterface can correct execution interface interchange function and return correct result.
Said other emulated datas can be carried out flexible configuration according to actual needs.As: carry out the analogue simulation that password is revised with needing to increase the user; The true process of then at first revising according to password; Confirm several points that need emulation; Initiate password like analog subscriber incoming call, analog subscriber and revise request, simulation Appserver transfer password is revised request, simulation BossInterface password is revised transaction.These successively are together in series just have been combined into complete user cipher and revise emulation.
As shown in Figure 2, monitoring service module in the report set behind the information acquisition module collection host information, and carry out the maintenance instruction that the centralized monitor service module issues.
The emulation monitoring is through application simulation, node detection and form monitoring, and subsequent treatment is carried out by the centralized monitor service module in check system fault point, and monitoring service module in the report set.
Centralized monitor service module gathering system each side information, and, restart process like the announcement information acquisition module to the strategy enforcement maintenance instruction of fault according to formulation in advance, send short message alarm etc. through alarm module.
Embodiment 3
As shown in Figure 4, be the information scheme of the present invention's collection, wherein:
CheckAgent is the program that operates on each server and is used to collect the information on each server, and carries out the maintenance instruction that the centralized monitor service module issues.
CheckServer is the centralized monitor service module, collects the server info that CheckAgent gathers.CheckServer adopts active/standby mode to improve stability.
The information that CheckAgent collects comprises:
CPU, internal memory, hard disk
Hardware information
The system process tabulation
Process monitoring
Obtain system journal
Obtain Software Edition
Increase windows user
The executable maintenance command of CheckAgent comprises:
Restart program
Time synchronized
File is downloaded, deletion
The change of IP address
Configuration modification
Revise the main frame login password
Embodiment 4
With the AppServer service fault is that example is described the detailed flow process that the emulation monitoring is handled.
(1) the application simulation analog subscriber is initiated the data service request to (middleware is distributed in the transfer of internal system message) of AppServer;
(2) AppServer does not correctly return response data, and application simulation is judged the AppServer fault;
(3) application simulation sends signalling trouble to the centralized monitor service module, comprises the IP address of fault AppServer, process number;
(4) the centralized monitor service module sends instruction of restarting to the end message acquisition module of corresponding IP address;
(5) the end message acquisition module receives instruction of restarting, closes and restarts AppServer according to process number and serve;
Other emulation module workflows are similar.
Embodiment 5
Sichuan is moved and is begun application simulation supervisory control system on probation; Keep 0 failure rate stable operation at present always; It is about 50% that a system assistance type worker singly descends, and makes stability of a system index leading in call center system of the same trade, moves customer service system for Sichuan and won public's praise.System implementation not only can reduce attendant's working strength and difficulty effectively, also can practice thrift the manpower company cost.
It is single that system implementation reduces system maintenance personnel workload and complexity effectively from practicing thrift the cost of labor angle calculation, rule of thumb estimation, and system can reduce skilled engineer's workload of at least two individual annual every year, practices thrift about 400,000 yuan of cost of labor.
This supervisory control system is between the experiment operating period, a service equipment surplus system disposes 30 altogether, and to the capital equipment of these servers, and all processes, and over two hundred customer service system service procedure carried out performance and monitored with application simulation.Along with system is constantly perfect, the maintenance panel of system has covered the exhausted most server and the backstage service of customer service system, and is stable at present.
Claims (5)
1. based on call center's supervisory control system of application simulation; It is characterized in that: said system comprises application simulation module, nodename explanation service detection module, end message acquisition module, centralized monitor service module and system maintenance Reports module; Said application simulation module is used for the operation of analog subscriber, and said nodename explains that the service detection module is used to detect property server and whether normally goes up registration to node registrar NNS;
Said application simulation module, nodename explain that service detection module, system maintenance Reports module receive or send information through the centralized monitor service module respectively;
Said end message acquisition module regularly obtains the information of each property server; And send to the centralized monitor service module; Said centralized monitor service module receives the information that record end message acquisition module also transmits, and judges and make corresponding processing according to the strategy of definition; The strategy of said definition comprises the minimum permissible value of remanence disk space, the information of CPU usage maximum permissible value;
Said application simulation module comprises operator's operational simulation part, application service emulation part, database service emulation part, BOSS interface simulation part, the part of these emulation according to the single execution of user behavior of concrete imitation or regularly combination carry out;
Said operator's operational simulation partial simulation foreground business agent's operation; Said application service emulation partial simulation user to internal system message transfer distribute the services request of middleware AppServer, whether detection system inside story transfer is distributed middleware Appserver and can the correct transfer of request be distributed; Said database service emulation part: whether correctly analog subscriber detects database service middleware DataService response database operation to the request of database service middleware DataService; Whether the request of said BOSS interface simulation partial simulation user docking port inquiry middleware BossInterface, detecting interface inquiry middleware BossInterface can correct execution interface interchange function and return correct result.
2. according to the said call center's supervisory control system of claim 1 based on application simulation; It is characterized in that: said call center's supervisory control system based on application simulation also comprises the system maintenance Reports module; Be used for the various service datas of customer service system are added up, and generate tendency chart.
3. according to the said call center's supervisory control system based on application simulation of claim 1, it is characterized in that: said application simulation module is to be made up of the some background servers of customer service system.
4. according to the said call center's supervisory control system of claim 1 based on application simulation; It is characterized in that: said nodename explains that the service detection module is earlier to NNS server initiation request when detecting; Obtain the current entity services information of moving; Information according to the various entity services of predefined expectation compares then, partly notifies administrative staff with difference.
5. according to the said call center's supervisory control system of claim 1 based on application simulation; It is characterized in that: said end message acquisition module operates on the corresponding property server, keeps in communication through LAN and the centralized monitor service module that is arranged on the computer independently; The end message acquisition module is carried out the various operational orders that the centralized monitor service module sends simultaneously.
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| CN102541708A (en) * | 2010-12-22 | 2012-07-04 | 无锡物联网产业研究院 | True-code simulation method and device |
| CN103634404B (en) * | 2013-12-05 | 2017-02-08 | 用友网络科技股份有限公司 | Multi-application processing method, device and system |
| CN103902907A (en) * | 2013-12-25 | 2014-07-02 | 武汉安天信息技术有限责任公司 | Dynamic analysis optimization method and system based on behavior analysis templates |
| CN104199694A (en) * | 2014-08-27 | 2014-12-10 | 山东超越数控电子有限公司 | Automatic operating system installation and recovery method based on PXE |
| CN106161145A (en) * | 2016-07-25 | 2016-11-23 | 天脉聚源(北京)传媒科技有限公司 | A kind of monitoring method and system of server system operation status information |
| CN106709051B (en) * | 2017-01-06 | 2020-04-07 | 腾讯科技（深圳）有限公司 | Method, equipment and system for displaying comparison information |
| CN113535506A (en) * | 2020-04-21 | 2021-10-22 | 上海际链网络科技有限公司 | Service system monitoring method and device, storage medium and computer equipment |
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| CN1632783A (en) * | 2004-12-22 | 2005-06-29 | 华北电力大学（北京） | Actual measurement based load modeling system |
| CN1645850A (en) * | 2005-01-26 | 2005-07-27 | 张洪海 | Network agreement artificial teaching method and system |
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| CN1632783A (en) * | 2004-12-22 | 2005-06-29 | 华北电力大学（北京） | Actual measurement based load modeling system |
| CN1645850A (en) * | 2005-01-26 | 2005-07-27 | 张洪海 | Network agreement artificial teaching method and system |
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