CN101931558A - Large-area fault intercept system and realization method thereof - Google Patents
Large-area fault intercept system and realization method thereof Download PDFInfo
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Abstract
The invention discloses a large-area fault intercept system which is characterized in being composed of a service quality management system, a client service system, an electronic operation and maintenance and construction dispatching system, a comprehensive network management system, a CRM system for storing client information and a resource management system, wherein the client service system is connected with the service quality management system and is used for manual service, the electronic operation and maintenance and construction dispatching system is used for dispatching maintenance personnel, the comprehensive network management system is used for collecting the warning information of the fault network equipment, and the resource management system is sued for storing the corresponding relationship of the client information and relevant network equipment. The invention also discloses a realization method of the large-area fault intercept system. Warning information provided by the network equipment in the invention contains management IP information, and the comprehensive network management system can accurately collect the relevant fault information of the network equipment corresponding to the management IP information in time by the management IP information so as to provide quick and accurate fault information service for clients.
Description
Technical field
The present invention relates to a kind of network service system, specifically be meant a kind of large-area fault intercept system and its implementation.
Background technology
At present, the general layout of China three big operators competition forms, the invincible position will be stood on by operator in the competition of telecommunications industry, except that product facility quality quality, the service level that how to improve self is one of the approach most effectively that increases competitive advantage, therefore, three big operators are equipped with customer service hotline and are used to help the client to remove difficulties and alleviate sufferings, and consultant's formula of passing through the contact staff is served, for the client provides optimal product and business, help them to realize maximizing the benefits and value optimization.
Network failure is that three big operators are jointly in the face of unavoidable problem, network failure generally can be divided into client device faults itself and communication network fault two big classes, the coverage of client device faults itself is very little, only limit to take place the client of network failure itself, can not have influence on other clients' normal use; The coverage of the communication network fault that reason causes and the fault of communication network itself or surrounding enviroment change etc. is just bigger, influences tens users at least, and is tens thousand of at most, even hundreds thousand of user.For convenience of description, below the caused fault of communication network fault is referred to as the large tracts of land fault, the system that fault message is used is referred to as customer service system.Present most of client uses in the process of telecommunication product, owing to the reason of self or the problem of terminal itself, can be resolved in the very first time by the service that customer service system provides; Yet the caused large tracts of land fault of the reason of communication network own, because the information of customer side and technical maintenance end can not be effectively shared, the client can not will be informed in time such as relevant informations such as failure cause, repair times in the customer side, the technical attendant of telecommunications company can not improve the priority that equipment fault is handled according to the situation of customer complaint, has therefore brought bigger negative effect to telecommunications service.
Simultaneously, because present most of telecommunications branch company does not all take measures relevant support system is information integrated, the information that influences customer service is offered the customer side, especially after large-scale light advances copper and moves back transformation, because the large tracts of land fault message that problems such as the outage of FTTB access device, short fiber cause is to inform the contact staff by modes such as OA, phones substantially, and the contact staff need carry out just informing after the artificial judgment, therefore not only its efficient is very low, and mistakes and omissions appear easily, can not satisfy now service request fast and accurately.
Summary of the invention
The objective of the invention is to overcome present telecommunications customer service system defective of failure judgement information fast and accurately after receiving alarm, provide a kind of can not only be fast, accurate failure judgement information, and can also effectively tackle a kind of large-area fault intercept system of large tracts of land fault.
Another object of the present invention provides a kind of implementation method of large-area fault intercept system.
Purpose of the present invention is achieved through the following technical solutions: a kind of large-area fault intercept system, mainly by CRM (the Customer Relationship Management customer relation management) system of service quality administrative system, the customer service system that is connected with this service quality administrative system, the electronics O﹠M and the construction dispatching system that are used for attendant's allotment, the Integrated Network Management System that is used to gather the fault network equipment alarm information, storage customer information and the resource management system that is used to store customer information and related network device corresponding relation form.
Further, described service quality administrative system is made of alarm type fault location customer information module, Shen announcement type fault location customer information module, artificial setting client to be tackled/facility information module and real time data interface, and described Integrated Network Management System, electronics O﹠M and construction dispatching system, customer service system, crm system and resource management system all are connected with this real time data interface.
In order to ensure realizing preferably that the present invention, the warning information that described Integrated Network Management System collected contain the managing I P information of this fault network equipment; And in described artificial setting client to be tackled/facility information module typing in real time have artificial cutover reason, coverage and repair time segment information.
A kind of implementation method of large-area fault intercept system mainly may further comprise the steps:
(a) Integrated Network Management System carries out convergence process with the warning information that contains fault network equipment control IP information that is collected, and wherein the traffic affecting warning information is sent in the service quality administrative system;
(b) service quality administrative system is according to the managing I P information that is comprised in this warning information, send fault network facility information and this fault network equipment institute loaded service number of this warning information from the resource management system extraction, and be stored in the cache table of service quality administrative system;
(c) service quality administrative system and customer service system are set up interface, and the service number of being stored in complaint service number that customer service system is imported and the cache table is compared, judge whether this complaint service number belongs to the service number in this cache table, be, then belong to the large tracts of land fault, by service quality administrative system warning information under this service number and expectation are informed the client by IVR voice or fault prompting repair time, and this fault Shen announcement is tackled; Deny, then execution in step (d);
(d) write down this complaint service number by service quality administrative system, and search and write down the managing I P information of the network equipment under it by this complaint service number; Above preestablishing numerical value, then produce early warning information as if this managing I P recording of information number of times accumulative total, after automatic judgement or artificial judgment, generate fault ticket, inform that electronics O﹠M and construction dispatching system carry out troubleshooting by service quality administrative system.
Simultaneously, also be associated with the upstream warning information of the upstream equipment of this fault network equipment in the warning information described in the step (a) after the convergence process, and the upstream warning information of this upstream equipment is corresponding one by one with the managing I P information of this fault network equipment; If this fault network equipment can not send the warning information that contains managing I P information, then Integrated Network Management System just directly obtains the managing I P information of this fault network equipment by the upstream warning information of its upstream equipment.Its concrete steps are as follows:
(1) interface that provides by professional webmaster of Integrated Network Management System is gathered the configuration information and the network equipment id information of overall network equipment and corresponding upstream equipment, and with these information storage in the database of Integrated Network Management System;
(2) when fault network equipment sends warning information, its corresponding upstream equipment then produces a upstream warning information that does not contain this fault network equipment control IP information;
(3) Integrated Network Management System is inquired about the managing I P information of this fault network equipment in database according to this upstream warning information;
(4) Integrated Network Management System makes up the warning information that the managing I P information that inquires and fault network equipment produce again, generates the warning information that contains fault network equipment control IP information.
In order better to realize the present invention, the upstream warning information of described upstream equipment comprises machine frame, integrated circuit board, the port of upstream equipment at least and is attached thereto the network equipment id information that connects.
Simultaneously, the convergence process described in the step (a) is meant that Integrated Network Management System is a warning information with the identical or similar alarm merger of same fault network equipment, to reduce the quantity that presents of warning information.
In order to ensure service quality, if described in the step (c) to the fault Shen accuse tackle after, its commit time is above what predefined recovery time, value was recovered not yet, and service quality administrative system will be cancelled the interception that this fault Shen is accused, and artificial deletion alarm data interception function is provided simultaneously.
The present invention compares than prior art, has the following advantages and beneficial effect:
(1) all contains its managing I P information in the warning information that each the fault network equipment among the present invention is provided, Integrated Network Management System just can accurately, collect the dependent failure information of the pairing fault network equipment of this managing I P information timely by this managing I P information, thereby provides fast and accurate fault message service for the client.
(2) electronics O﹠M of the present invention and construction dispatching system can determine the priority level of network equipment maintenance according to the quantity of relevant recorded information, thereby farthest reduce coverage.
(3) also be associated with the upstream warning information of the upstream equipment of this fault network equipment in the warning information after the convergence that the present invention obtained, and include the id information of machine frame, integrated circuit board, port and the fault network equipment of upstream equipment in this upstream warning information.Because the managing I P information of this upstream warning information and fault network equipment is one to one, therefore when the manufacturer of fault network equipment can not send its managing I P information, perhaps working as the network equipment breaks down, when its corresponding managing I P information fails to send, the present invention just can be by carrying this fault network equipment the upstream warning information of upstream equipment know the managing I P information of this fault network equipment, thereby guarantee that system moves accurately.
(4) failure cause of the network equipment of the present invention and estimate repair time, the attendant can be by electronics O﹠M and the input of construction dispatching system, failure cause and estimate repair time real-time feed back to service quality administrative system, share to customer service system with this, and then the lifting client perception.
Description of drawings
Fig. 1 is a whole cross-sectional view of the present invention.
Embodiment
Below in conjunction with embodiment the present invention is described in further detail, but embodiments of the present invention are not limited thereto.
Embodiment
As shown in Figure 1, service quality administrative system of the present invention is mainly used in accuses information and information such as manually be provided with is carried out integrated treatment and judgement to various warning information, Shen, it comprises the real time data interface, and the alarm type fault location customer information module that all is connected with this real time data interface, Shen announcement type fault location customer information module and the artificial client to be tackled of setting/facility information module constitute.Wherein, the real time data interface is used for receiving in real time and transmitting data, provides switching plane for calling data between the various systems mutually; Alarm type fault location customer information module is mainly used in record and belongs to alarm type fault client's IP address, and confirms this fault type client's specific address and phase relation information; Shen announcement type fault location customer information module is used for the IP address of recording carrying Shen announcement type fault client belonging network equipment, and confirms this fault type client's specific address and relevant information; Artificial be provided with the IP address (perhaps number section, physical number, logical number etc.) that client to be tackled/facility information module is used to write down the network equipment that the attendant manually is provided with, artificial cutover reason, coverage and break period information such as section.Accurate for guaranteeing information, will carry out automatic inspection by resource management system to the information of interception that the attendant imports, inaccurate information will be pointed out mistake.
Business hall self-help serving system, the online business hall that is used for online service and palm business hall or the like are the customer service system described in the present invention.According to the situation of reality, some customer service system also needs to be made up of some hot line contact staff, is used for carrying out the artificially interactive language with the client and links up.Electronics O﹠M and construction dispatching system are made up of some technical attendants, are used for various fault network equipment are safeguarded, in time handle the network failure of various bursts; Integrated Network Management System then is used to gather the fault warning information that each fault network equipment is sent; Crm system is used to store such as client's the personal information and the business information of use telecommunication product etc.; Resource management system is network resource administration then, comprise network equipment physical message, logical message and managing I P etc., and comprise that customer information in the crm system and the corresponding relation between the network equipment store, as shared common network equipment of which client or the like.
In order to ensure sharing these data resources timely, described customer service system, electronics O﹠M and construction dispatching system, Integrated Network Management System, crm system and resource management system all directly are connected with this real time data interface.
So-called alarm type fault is meant because the network equipment itself when breaking down, by the warning message that contains this network device management IP information that himself sends to Integrated Network Management System by professional webmaster.The warning message that can will comprise managing I P information in order to ensure the network equipment that breaks down in time, accurately is sent to the Integrated Network Management System place, the present invention except the managing I P information that contains this fault network equipment, also includes the relevant information such as machine frame, production firm, the date of production, fault type, integrated circuit board, port, alarm time, recovery time of the upstream equipment of this fault network equipment in this warning message.
Specific implementation method of the present invention is as follows:
(a) by Integrated Network Management System the warning information that contains fault network equipment control IP information that is collected is carried out convergence process earlier, and wherein the traffic affecting warning information is sent in the service quality administrative system.The convergence process of so-called warning information is meant some concrete faults, may produce many alarms, this fault is described according to different indexs or different angles by manufacturer, Integrated Network Management System is according to " device name+locating information+alarm name " (alarm that will restrain in other words, " device name+locating information+alarm name " is identical), with the identical or similar alarm of same fault network equipment, merger is an alarm, reduces alarm and presents quantity.The traffic affecting warning information is meant that the production firm by related network device provides reference frame, and passes through attendant's traffic affecting warning information of actual verification aborning.The attendant is entered into these relevant informations in the Integrated Network Management System, as long as these information appears in fault network equipment, then Integrated Network Management System just is sent to it in service quality administrative system automatically.
(b) service quality administrative system is according to the managing I P information that is comprised in this warning information, send fault network facility information and this fault network equipment institute loaded service number of this warning information from the resource management system extraction, and be stored in the cache table of service quality administrative system.Because the IP address has uniqueness, the managing I P information that Integrated Network Management System collected is just corresponding to a unique network device unit.And in practical business, each network equipment all carries clear and definite service number, promptly when activating the service, each network equipment has all carried the service number that fixing quantity does not wait, and the relevant information that the full detail and the network equipment carried of these network equipments all is recorded in the resource management system, therefore as long as when certain network equipment sends warning information, standby in the cache table that service quality administrative system just can be automatically be stored in service quality administrative system with these relevant informations and the service number of this network equipment.
But, the light of implementing in present telecommunications industry advances copper and moves back in the engineering, if PON (Passive Optical Network, passive optical-fiber network) equipment is when the outage short fiber, because the fault network equipment supplier may not send the managing I P information of the network equipment in warning information, perhaps, will have a strong impact on whole project implementation because other abnormal network cause causes the part alarm to be lost.In order to overcome this defective, the present invention is by the network equipment and carry the upstream equipment title of this network equipment and information such as corresponding machine frame, integrated circuit board, port and network equipment ID and resource management system data are set up corresponding data model, related corresponding business information.Because the uniqueness of IP address has just determined network appliance IP information accuracy height, opening according to network device management IP information of customer service business opened in addition, so the present invention carries out corresponding transformation by the comprehensive network management developer.When if this fault network equipment can not send the warning information that contains managing I P information, the present invention is then directly obtained the managing I P information of this fault network equipment by the upstream warning information of its upstream equipment by Integrated Network Management System, for better explanation, below with ONU (Optical Network Unit, optical node) equipment and upstream equipment OLT thereof (Optical line terminal, optical fiber cable termination equipment) for example specifies, its step is as follows:
(1) interface that provides by professional webmaster of Integrated Network Management System is gathered the configuration information and the network equipment id information of overall network equipment and corresponding upstream equipment, and with these information storage in the database of Integrated Network Management System.Will realize the present invention preferably, at first each network equipment vendor of requirement networking will provide the configuration information acquisition interface of its mechanical discipline webmaster.When equipment normally moved, Integrated Network Management System was by the configuration information of the interface collection ONU equipment that professional webmaster provided, and the configuration information of corresponding with it upstream equipment OLT, and it is stored in the database.And the id information that the configuration information of this upstream equipment OLT needs to comprise machine frame, integrated circuit board, port and the ONU of OLT at least (for convenience, below " id information of ONU " is abbreviated as " ONUID "), the present invention locatees this OUN equipment and managing I P information thereof with " OLT equipment+machine frame+integrated circuit board+port+ONUID ".The private network IP resource that so-called managing I P information is each telecom operators' unified planning.
(2) when fault network equipment sends warning information, its corresponding upstream equipment then produces a upstream warning information that does not contain this fault network equipment control IP information.Promptly, when this ONU equipment during in the fault that takes place such as outage or short fiber, this ONU equipment just can produce a warning information A, this moment this OLT also produce one with warning information B like this warning information category-A, and include information such as OLT equipment, machine frame, integrated circuit board, port and ONUID at least among this warning information B.But, do not comprise the managing I P information of ONU among this warning information B.
(3) Integrated Network Management System is inquired about the managing I P information of this fault network equipment in database according to this upstream warning information.Be Integrated Network Management System inquires the ONU equipment that breaks down in database according to " the OLT equipment+machine frame+integrated circuit board+port+ONUID " of this warning information B of OLT generation managing I P information.
(4) Integrated Network Management System makes up the warning information that the managing I P information that inquires and fault network equipment produce again, generates the warning information that contains fault network equipment control IP information.That is, Integrated Network Management System reconfigures managing I P information and the warning information A that inquires, and produces a new warning information that contains ONU equipment control IP.
(c) service quality administrative system and customer service system are set up interface, and the service number of being stored in complaint service number that customer service system is imported and the cache table is compared, judge whether this complaint service number belongs to the service number in this cache table, be, then belong to the large tracts of land fault, by service quality administrative system warning information under this service number and expectation are informed the client by IVR voice or fault prompting repair time, and this fault Shen announcement is tackled; Deny, then execution in step (d).
That is, after customer service system is received service numbers such as fixed telephone number such as the client, Number for access, online number of the account, just can directly be connected with service quality administrative system.Owing in cache table, stored the service number of the network equipment that has broken down, therefore service quality administrative system can automatically compare the complaint service number of contact staff's input and the service number in the cache table, if this complaint service number belongs to the service number that is recorded in the cache table, can judge that then this fault belongs to large tracts of land fault (promptly belonging to the fault that network problem causes), service quality administrative system will be informed the essential information of this fault of client automatically by IVR voice or fault bulletin this moment, as the fault reason, maintenance time or the like.Otherwise this fault does not just belong to alarms the large tracts of land fault of orienting automatically by the network equipment, does not promptly belong to the network failure of early warning.
(d) write down this complaint service number by service quality administrative system, and search and write down the managing I P information of the network equipment under it by this complaint service number; Above preestablishing numerical value, then produce early warning information as if this managing I P recording of information number of times accumulative total, after automatic judgement or artificial judgment, generate fault ticket, inform that electronics O﹠M and construction dispatching system carry out troubleshooting by service quality administrative system.
Promptly, when the user breaks down by dialing service hotline Shen announcement fixed line or broadband etc., if not the large tracts of land fault, then service quality administrative system will get off the customer service number record that fault is accused in the Shen, extracts the managing I P information of the network equipment under this user simultaneously in resource management system.If there is the user to continue to complain on this network equipment again, then the complains records number of times of this network equipment adds up continuing, after this managing I P recording of information number of times reaches the threshold value of predefined business rule (at least 3 Shens have taken place in as 30 minutes accuses), then produce early warning information automatically.At this moment, whether service quality administrative system initiatively goes the Integrated Network Management System inquiry to have fault message (may have abnormal cause, service quality administrative system is not in time delivered in alarm), if warning information is arranged, will directly accuse and tackle this fault loaded service Shen; Manually go to judge otherwise give, promptly generate fault ticket by service quality administrative system, inform that electronics O﹠M and construction dispatching system carry out troubleshooting, remind the attendant to pay close attention to this equipment, judged whether undetected failure, if fault and influence are professional, promptly manually be confirmed to be, include this network equipment in the interception scope; Otherwise artificial affirmation is not directly filed.
For ensureing the reliability of this scheme, avoid because of various abnormal causes, recover alarm and do not deliver to service quality administrative system, cause system's mistake interception.To surpassing the unrecovered fault of certain hour (as 12 hours), service quality administrative system will be cancelled the interception to this fault.The function of artificial deletion alarm interception is provided simultaneously, finds that manually fault recovers, in time do not deliver to service quality administrative system but recover alarm, can manual cancellation's interception.
As mentioned above, just can well realize the present invention.
Claims (10)
1. large-area fault intercept system, it is characterized in that, mainly by the crm system of service quality administrative system, the customer service system that is connected with this service quality administrative system, the electronics O﹠M and the construction dispatching system that are used for attendant's allotment, the Integrated Network Management System that is used to gather the fault network equipment alarm information, storage customer information and the resource management system that is used to store customer information and related network device corresponding relation form.
2. a kind of large-area fault intercept system according to claim 1, it is characterized in that: described service quality administrative system is made of alarm type fault location customer information module, Shen announcement type fault location customer information module, artificial setting client to be tackled/facility information module and real time data interface, and described Integrated Network Management System, electronics O﹠M and construction dispatching system, customer service system, crm system and resource management system all are connected with this real time data interface.
3. a kind of large-area fault intercept system according to claim 1 and 2 is characterized in that: the warning information that described Integrated Network Management System collected contains the managing I P information of this fault network equipment.
4. a kind of large-area fault intercept system according to claim 2 is characterized in that: in described artificial setting client to be tackled/facility information module typing in real time have artificial cutover reason, coverage and repair time segment information.
5. the implementation method of a large-area fault intercept system is characterized in that, mainly may further comprise the steps:
(a) Integrated Network Management System carries out convergence process with the warning information that contains fault network equipment control IP information that is collected, and wherein the traffic affecting warning information is sent in the service quality administrative system;
(b) service quality administrative system is according to the managing I P information that is comprised in this warning information, send fault network facility information and this fault network equipment institute loaded service number of this warning information from the resource management system extraction, and be stored in the cache table of service quality administrative system;
(c) service quality administrative system and customer service system are set up interface, and the service number of being stored in complaint service number that customer service system is imported and the cache table is compared, judge whether this complaint service number belongs to the service number in this cache table, be, then belong to the large tracts of land fault, by service quality administrative system warning information under this service number and expectation are informed the client by IVR voice or fault prompting repair time, and this fault Shen announcement is tackled; Deny, then execution in step (d);
(d) write down this complaint service number by service quality administrative system, and search and write down the managing I P information of the network equipment under it by this complaint service number; Above preestablishing numerical value, then produce early warning information as if this managing I P recording of information number of times accumulative total, after automatic judgement or artificial judgment, generate fault ticket, inform that electronics O﹠M and construction dispatching system carry out troubleshooting by service quality administrative system.
6. the implementation method of a kind of large-area fault intercept system according to claim 5, it is characterized in that: also be associated with the upstream warning information of the upstream equipment of this fault network equipment in the warning information described in the step (a) after the convergence process, and the upstream warning information of this upstream equipment is corresponding one by one with the managing I P information of this fault network equipment; If this fault network equipment can not send the warning information that contains managing I P information, then Integrated Network Management System just directly obtains the managing I P information of this fault network equipment by the upstream warning information of its upstream equipment.
7. the implementation method of a kind of large-area fault intercept system according to claim 6, it is characterized in that: described if this fault network equipment can not send the warning information that contains managing I P information, then Integrated Network Management System just directly obtains the managing I P information of this fault network equipment by the upstream warning information of its upstream equipment, and its concrete steps are as follows:
(1) interface that provides by professional webmaster of Integrated Network Management System is gathered the configuration information and the network equipment id information of overall network equipment and corresponding upstream equipment, and with these information storage in the database of Integrated Network Management System;
(2) when fault network equipment sends warning information, its corresponding upstream equipment then produces a upstream warning information that does not contain this fault network equipment control IP information;
(3) Integrated Network Management System is inquired about the managing I P information of this fault network equipment in database according to this upstream warning information;
(4) Integrated Network Management System makes up the warning information that the managing I P information that inquires and fault network equipment produce again, generates the warning information that contains fault network equipment control IP information.
8. according to the implementation method of claim 6 or 7 described a kind of large-area fault intercept systems, it is characterized in that: the upstream warning information of described upstream equipment comprises machine frame, integrated circuit board, the port of upstream equipment at least and is attached thereto the network equipment id information that connects.
9. the implementation method of a kind of large-area fault intercept system according to claim 5, it is characterized in that: the convergence process described in the step (a) is meant that Integrated Network Management System is a warning information with the identical or similar alarm merger of same fault network equipment, to reduce the quantity that presents of warning information.
10. the implementation method of a kind of large-area fault intercept system according to claim 5, it is characterized in that: if described in the step (c) to the fault Shen accuse tackle after, its commit time surpasses that value is recovered not yet predefined recovery time, service quality administrative system will be cancelled the interception that this fault Shen is accused, and artificial deletion alarm data interception function is provided simultaneously.
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| CN110971463A (en) * | 2019-12-10 | 2020-04-07 | 中盈优创资讯科技有限公司 | Fixed network group fault information warning method, device and system |
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