CN102930396A - Subscriber management system facing to radio and television operators - Google Patents
Subscriber management system facing to radio and television operators Download PDFInfo
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- CN102930396A CN102930396A CN2012104318809A CN201210431880A CN102930396A CN 102930396 A CN102930396 A CN 102930396A CN 2012104318809 A CN2012104318809 A CN 2012104318809A CN 201210431880 A CN201210431880 A CN 201210431880A CN 102930396 A CN102930396 A CN 102930396A
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Abstract
The invention belongs to the technical field of digital televisions and particularly relates to a subscriber management system facing to radio and television operators. The whole system is on the basis of the whole situation, combines the industry development trend and the business development trend on the overall background of tri-network integration, and uses the system construction law as the planning main line. A system main body is of a three-layer system structure and is divided into seven function modules, namely a subscriber management module, a subscriber terminal device management module, a customer service management module, a customer order management module, a business handling module, a system management module and an interface module. The subscriber management system can meet requirements of the radio and television operators for fast and effectively expanding system functions according to business requirements and channel expansion, and is easy to maintain and operate and expandable.
Description
Technical field
The invention belongs to the digital television techniques field, be specifically related to a kind of Subscriber Management System towards the radio and TV operator.
Background technology
Based on the principle of " service is above everything else ", the radio and TV operator need to stress to satisfy as much as possible user's requirement, the theory drawing-in system of three family models is built, for the user provides more perfect and quality service.And along with the development of technology and the propelling of the integration of three networks, the radio and TV operator accelerates evolution to the new media operator of integrated service ability, and Broadcasting Cable Network changes to global function, full-service.In the face of diversified business like this, the user group is not only huge but also various, will notice emphasizing user and service that the system that is necessary more effectively manages the user in the Digital Television development.
Subscriber Management System is the important component part of whole operation support system, and the foundation of Digital Television being runed new system plays vital effect, is the important support environment that the radio and TV operator carries out digital television business operation and scientific management.Extensive at cable television network, that Two-way develops today, need to be according to management and the operation characteristic of broadcasting and TV, the user behavior characteristics in conjunction with three family models, are designed the Subscriber Management System that adapts to business development trend.
Summary of the invention
The purpose of this invention is to provide a kind of easy care, the Subscriber Management System towards the radio and TV operator easy to operate, extendible.
Subscriber Management System is the system of a complexity, characteristics, networking requirement and business demand for Subscriber Management System, simultaneously according to principle of design such as ease for maintenance, ease for use, extensibilities, Subscriber Management System main body towards the radio and TV operator provided by the invention adopts three-layer architecture, as shown in Figure 1, be respectively presentation layer, Business Logic and data access layer.
Presentation layer provides graphic user interface for user and system interaction, undertaking the user and use between dialogue function.
Business Logic is the main realization part of system business, is the core of system, and Business Logic has been realized separating of service logic and presentation logic.
The main task of data access layer is the connection of building database, reads configuration file, data is read and write and is safeguarded, the renewal of supported data and retrieval.The realization of data access layer has also guaranteed the centralized stores of data, guarantees data's consistency.
The system module structural drawing of the Subscriber Management System towards the radio and TV operator provided by the invention as shown in Figure 2, the functional module of this Subscriber Management System comprises user management module, subscriber terminal equipment administration module, customer service management module, customer order management module, service handling module, system management module and interface module.
1, user management module
User management refers to according to service needed, sets up unified customer view, and client, user's information is managed, to solve different levels, different users to the problem of there are differences of customer information demand.From the angle of customer service, user management can make customer service provide differentiated service for dissimilar clients, can effectively reduce arrearage simultaneously, improves service fee efficient and initiative.From the angle of performance analysis, user management provides unified customer view to operation analysis system, as the basic data of all kinds of relevant customer information analysis.User management module mainly comprises: client territory data management, user domain data management, account domain data management etc.
(1) client territory data management
Client territory data management refers to operator to client's base attribute, and extended attribute is configured, inputs, safeguards and inquires about; Wherein base attribute comprises natural quality, contact attribute, protocol attribute, authentication property, guarantee attribute, account attribute, client's tolerance; Extended attribute comprises social property, consuming capacity attribute, background environment etc.
(2) user domain data management
User domain mainly is the example that client and user order operator's product/service, comprises that user's ordering information and user resources take and user's value information.Comprise that the user registers, user profile, people's resource, user resources, device combination, user's order, customer group, integration, user's value etc. are configured, input, safeguard and inquire about.
(3) account domain data management
Account domain mainly is client and the paying entity that operator product/service pay of user for ordering.Managing customer and the user paying entity that operator's product/service is paid for ordering.
2, subscriber terminal equipment administration module
The main equipment life period management of being responsible for of subscriber terminal equipment management, its function is the relevant information of recording unit, and the state variation situation of tracking equipment and place, positioning equipment place.Aspect systemic-function, mainly comprise: equipment warehouse-in, equipment outbound, equipment are alloted, device sales, equipment leasing, equipment replacement, equipment query, equipment reclaim, the functions such as equipment reports for repairment, equipment query.Need the device category of managing in the subscriber terminal equipment management, comprise set-top box, smart card, wide-band terminal, phone or IAD etc.
3, customer service management module
Customer service refers to by the multiple way of contact, multiple channel to the various services that the client provides, comprise subscription services, customer complaint, report management for repairment, information service, integration service, take the initiative in offering a hand, the function such as customer self-service.
1) subscription services: refer to that the client by customer service channel (call center), subscribes a certain service etc. to operator, and preengaging the behavior that this service was provided in retention period.Main flow process is: reservation reception, reservation processing and group are single, the reservation worker singly files.
2) customer complaint: network service quality, rate content and charge, customer service quality and professional complaint and reasonable proposal that to be the client provide for operator or its affiliate.The channel of complaint acceptation is outlet, call center and certainly service.Complain classification to comprise rate class, service class, network class, service class etc.
3) report management for repairment: the maintenance management that is terminal, network, product, service etc. to operator.The flow process that the client reports for repairment comprises: maintenance reservation, maintenance are accepted, are keeped in repair and send list, maintenance process, client to pay a return visit.
4) information service: mainly comprise business consultation and information inquiry.The business consultation class, the Business Information information consultation that refers to provide operator to carry out or be about to carry out comprises company introduction, network coverage situation, business development situation, expenses standard, introduction to business, outlet etc.Inquiry mainly comprises Customer Support Inquiries and account status inquiry.
5) integration service: be for possessing good prestige and long-term a kind of repayment of using the client of operator's product, comprise that integration is shared, accumulated point exchanging, represent etc.
6) take the initiative in offering a hand: the customer retention, client's return visit, customer survey, the customer care that are operator's initiation initiatively.
7) customer self-service: be that the processing of relevant information is carried out in the website (online business hall) that the client provides by operator, accept with customer service mutual on the net for doing business.
4, customer order management module
Order management is the professional channel that operator passes through oneself, such as shops, station, street etc., for the user provides service handling relevant management.Mainly comprise: the links such as Business Rule Management, business comprehensive inquiry, order are accepted, order exception management, completion filing, order monitor/track.
5, service handling module
Main be responsible for processing and respectively accept the request of accepting that channel is come, comprise that product subscription, change of product, product a series of business processing flows such as quit the subscription of, process according to the rule of accepting of each business.
6, system management module
System management realizes administering and maintaining of system, and standard IT operational management and operation improve system reliability, availability, ensures professional stablizing.Aspect systemic-function, mainly comprise:
1) rights management: system authorizes the employee by the distribution in role, post with the operating right of system, sets up the direct correlation of employee and authority.
2) log management: to the record of professional and data manipulation behavior, log management provides each type of operator log-on message of record and operation information function, make things convenient for the system manager to tracking and the inquiry of employee's content of operation, improve the security of system maintenance, accomplished that for some important operations daily record can look into.
3) system backup: consider based on safety or performance, the current data of system or historical data are planned, back up, are dumped on other (off line) storage medium according to different modes preserve.
4) version management: comprise the software version management of system and the updating and management of software.Guarantee the unification of software version by this function, and high efficiency edition upgrading function can be provided.
7, interface module
Subscriber Management System is the ingredient of operation support system, and needs and other system carry out alternately the processing of finishing service, data sharing.With the interface of peripheral system comprise with the interface of business platform, with the interface of payment platform, with the interface of marketing management system, with the interface of Convergence Billing System, with the interface of foreground system.
1) with the interface of business platform
Subscriber Management System is set up and service delivery platform, and the mandate interface such as video broadcasting, wideband data, ip voice, interactive TV program request, other value-added services etc. specifically comprises:
Digital television CA system: the CA system (NDS, Cisco, Nagra etc.) that supports domestic main flow;
Wideband data platform: LDAP, the BRAS/PPPoE etc. that support main flow;
VoIP voice platform: supporting business service release interface and charge information interface;
Interactive TV program request platform: supporting business service release interface and charge information interface (in due order/monthly payment);
Other value-added service platforms: supporting business service release interface and charge information interface (in due order/monthly payment).
2) with the interface of payment platform
Subscriber Management System will be set up all kinds of financial institutions (such as bank), TV payment (such as hundred million pairs of platforms), third party's payment and collection mechanism (logical as paying, convenience store, postal network and points), supplement the data-interface of platform (such as bank, Taobao etc.) with money, set up that complete string is joined, withholdd, collection, supplement, rushes positive flow process with money.
3) with the interface of marketing management system
Marketing management is embodied as to reach to the client promotes the purpose of product and service and the sales process management carried out.Comprise marketing support management, purchase by group management, channel management, campaign management and opportunity management etc.Client management system and marketing management system are set up interface, and the information such as subscription data are provided for marketing management system, are worth according to user integral, user and make the Extraordinary marketing.
4) with the interface of Convergence Billing System
Subscriber Management System will be set up the interface with Convergence Billing System, by obtaining the ordering information of client operator product, according to information such as duration, flow, service codes, realize the trans-sectoral affair of individual client, inter-product charging process according to charging resource, product rate, subscriber information message.Charging should be passed through unified accounting engine, finishes charging process by different wholesale price files.
5) with the interface of foreground system
The channel that the client uses is had nothing in common with each other, such as shops business hall, TV business hall, online business hall, commission merchant and other cooperation channels etc.Subscriber Management System is set up the interface with various foreground systems, and please seek unification front end consigns to the Subscriber Management System processing.
The entity that Subscriber Management System relates to has client, subscriber's (being the people), account and terminal (device resource).The system data model as shown in Figure 3.
Three family models under the NGB environment will be divided into: client territory, address, client territory, account territory.Client in the system data model of the present invention, subscriber's (being the people) and account are exactly three families in the three family model concept, except three families, also have terminal (device resource).
1. client (address): can carry out CHINA RFTCOM Co Ltd and cover or finished the address resource that CHINA RFTCOM Co Ltd covers.Comprise physical address and administrative address etc.
2. user's (being the people): refer to exist and incorporate individual or the tissue that resides on this client (address) into, comprise the related data information of these people or tissue, such as essential information, contact details and ordering information etc.
3. account: the business between client and the operator occurs and the related economic information field that produces etc., and the subdomain that comprises has account/account book/revenue and expenditure record, account/bill and payment relation/payings to concern.
4. terminal (device resource): can be used for the concrete relatively independent device combination situation that the client orders under the record client, the subdomain that comprises has terminal configuration, terminal fault, terminal to use.
Relation between each territory and other related resources will adopt subdomain to manage and get in touch with.
Subscriber Management System towards the radio and TV operator provided by the invention, with the industry development trend under the integration of three networks overall background, business development trend and system Construction rule as planning main line, can satisfy the radio and TV operator quickly and efficiently according to the needs of business demand, channel expansion expanding system function, its Subscriber Management System and method easy care, easy to operate, can expand.
Description of drawings
Fig. 1 is the system assumption diagram of Subscriber Management System.
Fig. 2 is the system module structural drawing.
Fig. 3 is the data model figure of Subscriber Management System.
Embodiment
Below in conjunction with several embodiment the present invention is described in further detail.
1, when a new client enrollment networked, after foreground system sent the request of login network access to Subscriber Management System, the operating process that Subscriber Management System is taked was:
1. the calling interface module obtains customer information, user profile with the interface of foreground system;
2. the invoke user administration module is finished the initialization of client territory data and user domain data;
3. system call subscriber terminal equipment administration module is to associative operations such as equipment finishing equipment sale such as the set-top box of joining for the client, smart cards;
4. the system call interfaces module is returned result by the interface with foreground system.
2, when the client need to handle TV stock business, after foreground system sent the request of subscription television stock product to Subscriber Management System, the operating process that Subscriber Management System is taked was as follows:
1. the calling interface module obtains client territory data information, subscriber information message and production number with the interface of foreground system;
2. call the service handling module;
3. service handling module calling interface module;
4. the interface of interface module startup and business platform sends the information such as production number, the request of sending the information such as mandate that obtain this business to business platform;
5. after receiving the business platform return results with the interface of business platform, interface module the information return results to the service handling module;
6. the service handling module is finished product subscription;
7. the interface of the startup of service handling module and foreground system returns result to foreground system.
Subscriber Management System by the friendly interactive interface maintenance and management digital cable customers of client software various information and finish corresponding function.Comprise user management, subscriber terminal equipment management, customer service management, customer order management, service handling, system management etc.
In each workflow of foreground client interface processing, background program carries out corresponding database processing, preservation information, recoding daily log, send necessary authorization message and etc. to be feedback, send billing information to the payment platform interface, pay accordingly.
For making things convenient for the Admin Administration, system realizes various statistical functions: as pressing different statistical counting user total amounts, user subscribes service total amount etc.
For making things convenient for the Admin Administration, system also should realize various inquiries and report capability: as inquiring about and the printing reports function: such as inquiry and printing User Detail, inquiry is also printed user equipment information, inquiry is also printed the detailed business information that the user orders, inquiry is also printed user's paying information, and the searching and managing employee does daily record etc.
Have friendly interactive interface, stable communication operation and comprehensively data base administration, such Subscriber Management System will play vital effect in that whole integrated service operation support system is in service.
Claims (6)
1. Subscriber Management System towards the radio and TV operator, adopt three-layer architecture, be respectively presentation layer, Business Logic and data access layer, described presentation layer provides graphic user interface for user and system interaction, undertaking the user and use between dialogue function; Described Business Logic has been realized separating of service logic and presentation logic, is the main realization part of system business, is the core of system; The main task of described data access layer is the connection of building database, read configuration file, data are read and write and safeguarded, the renewal of supported data and retrieval, the functional module that it is characterized in that described Subscriber Management System comprises user management module, subscriber terminal equipment administration module, customer service management module, customer order management module, service handling module, system management module and interface module, wherein:
Described user management module, it mainly is responsible for according to service needed, set up unified customer view, and client, user's information managed, to solve different levels, different users to the problem of there are differences of customer information demand, mainly comprise: client territory data management, user domain data management, account domain data management etc.;
Described subscriber terminal equipment administration module mainly is responsible for equipment life period management, and its function is the relevant information of recording unit, and the state variation situation of tracking equipment and place, positioning equipment place;
Described customer service management module is responsible for by the multiple way of contact, multiple channel to the various services that the client provides, comprise subscription services, customer complaint, report management for repairment, information service, integration service, take the initiative in offering a hand, the customer self-service function;
Described customer order management module, be responsible for operator by the professional channel of oneself, for the user provides service handling relevant management, mainly comprise: Business Rule Management, business comprehensive inquiry, order are accepted, link is followed the tracks of in order exception management, the filing of being completed, order monitoring, order;
Described service handling module mainly is responsible for processing and is is respectively accepted the request of accepting that channel is come, and comprises that product subscription, change of product, product a series of business processing flows such as quit the subscription of, and system processes according to the rule of accepting of each business;
Described system management module is realized administering and maintaining of system, and standard IT operational management and operation improve system reliability, availability, ensures professional stablizing, and mainly comprises: rights management, log management, system backup and version management;
Described interface module, comprise with the interface of business platform, with the interface of payment platform, with the interface of marketing management system, with the interface of Convergence Billing System, with the interface of foreground system.
2. the Subscriber Management System towards the radio and TV operator according to claim 1, it is characterized in that: the described client territory data management in the described user management module, refer to operator to client's base attribute, extended attribute is configured, inputs, safeguards and inquires about; Wherein said base attribute comprises natural quality, contact attribute, protocol attribute, authentication property, guarantee attribute, account attribute, client's tolerance; Described extended attribute comprises social property, consuming capacity attribute, background environment.
3. the Subscriber Management System towards the radio and TV operator according to claim 1, it is characterized in that: the described user domain data management in the described user management module, refer to management that client and user are ordered the example of operator's product/service comprise that user's ordering information and user resources take and user's value information.
4. the Subscriber Management System towards the radio and TV operator according to claim 1, it is characterized in that: the described account domain data management in the described user management module refers to that managing customer and user are operator's product of ordering, the paying entity that service is paid.
5. the Subscriber Management System towards the radio and TV operator according to claim 1, it is characterized in that: the described rights management in the described system management module refers to that system passes through the distribution in role, post, authorize the employee with the operating right of system, set up the direct correlation of employee and authority; Described log management is the record to professional and data manipulation behavior, and log management provides each type of operator log-on message of record and operation information function; System backup refers to the current data of system or historical data planned, back up, be dumped on other offline storage medium according to different modes preserve; Described version management is to comprise the software version management of system and the updating and management of software, guarantees the unification of software version by this function, and high efficiency edition upgrading function can be provided.
6. the Subscriber Management System towards the radio and TV operator according to claim 1, it is characterized in that: the interface of the described and business platform in the described interface module refers to and service delivery platform, comprises the mandate interface of video broadcasting, wideband data, ip voice, interactive TV program request, other value-added services; Described and interface payment platform are that native system is set up with all kinds of financial institutions, TV payment, third party's payment and collection mechanism, supplemented the data-interface of platform with money, set up that complete string is joined, withholdd, collection, supplement, rush positive flow process with money; Described and interface marketing management system refer to that native system and marketing management system set up interface, for marketing management system provides subscription data information; Refer to the interface of system made and Convergence Billing System with the interface of Convergence Billing System, by obtaining the ordering information of client operator product, according to duration, flow, service code information, realize the trans-sectoral affair of individual client, inter-product charging process according to charging resource, product rate, subscriber information message; Described and interface foreground system refers to that native system is set up and the interface of various foreground systems, and please seek unification front end consigns to the Subscriber Management System processing.
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| CN104954180A (en) * | 2015-06-04 | 2015-09-30 | 广东省广播电视网络股份有限公司中山分公司 | Broadcast television network comprehensive operation and maintenance supporting system and operation and maintenance method |
| CN105446716A (en) * | 2014-08-18 | 2016-03-30 | 阿里巴巴集团控股有限公司 | Computer-based business implementation method and apparatus |
| CN105530242A (en) * | 2015-12-04 | 2016-04-27 | 航天恒星科技有限公司 | Integrated service processing method and system of satellite communication network |
| CN106412867A (en) * | 2016-10-10 | 2017-02-15 | 合肥红珊瑚软件服务有限公司 | Telecom charging system |
| CN107295368A (en) * | 2017-08-14 | 2017-10-24 | 湖北云雷文化传播有限公司 | A kind of DTV online service system and method |
| CN108564295A (en) * | 2018-04-25 | 2018-09-21 | 北京银贝壳科技有限公司 | A kind of dynamic goods entry, stock and sales Accounting Management System |
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| CN111614550A (en) * | 2020-04-23 | 2020-09-01 | 国网湖北省电力有限公司信息通信公司 | Optimized integrated gateway of electric power marketing service system |
| CN112511531A (en) * | 2020-11-26 | 2021-03-16 | 天翼征信有限公司 | Financial platform customer obtaining method based on operator big data |
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| CN105446716A (en) * | 2014-08-18 | 2016-03-30 | 阿里巴巴集团控股有限公司 | Computer-based business implementation method and apparatus |
| CN105446716B (en) * | 2014-08-18 | 2019-05-31 | 阿里巴巴集团控股有限公司 | A kind of computer based service implementation method and device |
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| CN105530242A (en) * | 2015-12-04 | 2016-04-27 | 航天恒星科技有限公司 | Integrated service processing method and system of satellite communication network |
| CN105530242B (en) * | 2015-12-04 | 2020-09-22 | 航天恒星科技有限公司 | Comprehensive service processing method and system for satellite communication network |
| CN106412867A (en) * | 2016-10-10 | 2017-02-15 | 合肥红珊瑚软件服务有限公司 | Telecom charging system |
| CN107295368A (en) * | 2017-08-14 | 2017-10-24 | 湖北云雷文化传播有限公司 | A kind of DTV online service system and method |
| CN108564295A (en) * | 2018-04-25 | 2018-09-21 | 北京银贝壳科技有限公司 | A kind of dynamic goods entry, stock and sales Accounting Management System |
| CN109656909A (en) * | 2018-12-04 | 2019-04-19 | 国家电网有限公司 | A kind of transmission of electricity expert data management system |
| CN111614550A (en) * | 2020-04-23 | 2020-09-01 | 国网湖北省电力有限公司信息通信公司 | Optimized integrated gateway of electric power marketing service system |
| CN111614550B (en) * | 2020-04-23 | 2022-11-04 | 国网湖北省电力有限公司信息通信公司 | Optimized integrated gateway of electric power marketing service system |
| CN112511531A (en) * | 2020-11-26 | 2021-03-16 | 天翼征信有限公司 | Financial platform customer obtaining method based on operator big data |
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Application publication date: 20130213 |