CN103929758A - Fault information processing method - Google Patents
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- CN103929758A CN103929758A CN201410155424.5A CN201410155424A CN103929758A CN 103929758 A CN103929758 A CN 103929758A CN 201410155424 A CN201410155424 A CN 201410155424A CN 103929758 A CN103929758 A CN 103929758A
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Abstract
The invention relates to a fault information processing method. The fault information processing method is characterized by including the following steps that customer information and customer complaint information are collected, and the customer complaint information is classified and issued; according to the collected customer information, the customer information is analyzed to generate analysis results; the analysis results are compared with information in a database, and when inconsistent with the information in the database, the analysis results are taken as suspected fault positioning points; the analysis results are counted and ranked, the analysis result ranked at the headmost position is taken as the as suspected fault positioning point. The fault information processing method makes up the defect that at present, large-scale customer complaint positioning faults are caused by network faults, shortens processing time of customer complaint faults and promotes user experience of a wireless network.
Description
Technical field
The present invention relates to mobile Internet field, relate in particular to a kind of failure information processing method.
Background technology
Along with increasing rapidly of mobile Internet business fast development and mobile subscriber's quantity, user requires also more and more higher to mobile network quality.But, because mobile network's fault causes some local network problems or the reason such as Internet service connectivity is abnormal, there will be the situations such as network aware that affects user, this will there will be the large-scale complaint in batches of client.
And for the large-scale processing method of complaining in batches of mobile client, substantially adopt manual type at present, because calling information amount is huge and kind is more, need to analyze extensive calling information by a plurality of different calling information treatment peoples, check work such as using business network element running status and system configuration data, after comparative analysis, in signaling testing mode, locate the reason of fault.
But, for the extensive complaint handling method in batches of current mobile client, main difference complaint handling personnel carry out analysis user information, business is used network element state and system configuration data thereof to check, locate again the fault that the business that affects is used, this mode process client in batches complaint can exist such as following problem: complaint handling personnel lack the fault location that complete batch report user ensures information, lack in batches the unified and complete information view of report user; Because different complaint handling personnel are not quite identical to batch customer complaint fault locating analysis method and step, fault fast positioning exerts an influence when the fault of confluence analysis location.Summary of the invention
The object of the invention is for the problems referred to above, a kind of failure information processing method is fast and accurately provided.
For achieving the above object, the invention provides a kind of failure information processing method, it is characterized in that, comprise the following steps:
Receive client ends relative and calling information;
Described calling information is treated to pending information, according to the First Eigenvalue of described pending information, described pending information is sorted out;
Extract the characteristic information in described client ends relative, according to described characteristic information, carry out analyzing and processing, obtain the first analyzing and processing information;
When described the first analyzing and processing information conforms suspicious information condition, the corresponding pending information of described the first analyzing and processing information is suspicious information.
Further, described when described the first analyzing and processing information conforms suspicious information condition, the corresponding pending information of described the first analyzing and processing information is that suspicious information specifically comprises:
From database, transfer the second analyzing and processing information corresponding to described the first analyzing and processing information;
When described the second analyzing and processing information and described the first analyzing and processing information are when inconsistent, the corresponding pending information of described the first analyzing and processing information is suspicious information.
Further, described when described the first analyzing and processing information conforms suspicious information condition, the corresponding pending information of described the first analyzing and processing information is that suspicious information specifically comprises:
Described the first process information is added up to rank, and the corresponding pending information of top described the first process information of rank is suspicious information.
Further, the characteristic information in the described client ends relative of described extraction specifically comprises client's network element register information, business use information drawn game data message.
Further, described network element register information comprises attaching position register HLR information, user's intelligent network information and adheres to service node SGSN user state information.
Further, described business use information comprises short message service, MMS and WAP (wireless application protocol) WAP business.
Further, described office data information comprises client's ownership place, ownership section, ownership HLR network element and moving exchanging center MSC net element information.
Further, described method also comprises described suspicious information is shown with form or graphics mode.
The beneficial effect that the present invention brings is: failure information processing method provided by the invention, made up and existingly occurred that network failure causes large scale customer to complain location fault not enough, provide unified customer complaint information receiving platform to carry out batch report user information, by batch, complain the real-time analysis of fault locating analysis engine to locate suspicious network failure point, and analysis processing result is presented to dealing with network breakdown personnel, shorten customer complaint fault handling time, promote wireless network user and experience.
Accompanying drawing explanation
Fig. 1 is the theory diagram of failure information processing method in one embodiment of the invention;
Fig. 2 is the flow chart of failure information processing method in one embodiment of the invention.
Embodiment
Below by drawings and Examples, technical scheme of the present invention is described in further detail.
Fig. 1 is the theory diagram of failure information processing method in one embodiment of the invention.
As shown in Figure 1, the present invention complains fault locating system to comprise that calling information receiver module 11, batch are complained fault locating analysis module 12 and complained in batches fault display module 13 in batches.Wherein:
Calling information receiver module 11 is for receiving customer complaint information and customer information in batches.When mobile net elements breaks down and while causing that client complains in enormous quantities, calling information receiver module 11 carries out the reception of client's bulk information in batches, the information spinner wherein receiving will comprise customer complaint information and customer information.
When batch calling information receiver module 11 receives a certain amount of customer complaint information, calling information receiver module 11 extracts the First Eigenvalue of calling information in batches, and according to the First Eigenvalue, calling information is sorted out, according to complaining classification in knowledge base, customer complaint phenomenon is classified, complain classification to comprise: the network coverage, speech quality, classes of messages, the Internet online, intelligent network class etc., and a certain amount of similar customer complaint information creating network failure is announced and issued.Wherein, network failure bulletin content comprises: the information such as title, phenomenon description and fault content, related personnel can see the content of this network failure bulletin like this.
When the content in the customer complaint information that batch calling information receiver module 11 receives and announced network failure bulletin content reaches certain similarity, 11 pairs of customer informations of calling information receiver module receive in batches, and the content of reception comprises complainant's phone number and the content of complaint fault message etc.
Complain fault locating analysis module 12 to carry out real-time analysis processing and statistics for customer complaint information and customer information that batch calling information receiver module 11 is received in batches.Wherein, the content of analysis comprises complaint client network element register information, business use information drawn game data message.
Complain fault locating analysis module 12 by the customer complaint information that batch calling information receiver module 11 is collected and customer information are carried out to analyzing and processing in batches, obtain the first analyzing and processing information.The data message of complaining in batches fault locating analysis module 12 that the first analyzing and processing information and office data are inquired is compared.Wherein, analysis result comprises that whether attaching position register (Home Location Register, HLR) that user registers, the network element whether mobile switching centre (Mobile Switching Center, MSC) network element inquires with office data be consistent.When information in the first analyzing and processing information and office data is inconsistent, using the corresponding pending information of the first analyzing and processing information as suspicious information.Wherein, the corresponding pending information of the first analyzing and processing information is customer complaint information, and suspicious information is suspicious fault location point.And, complain fault locating analysis module 12 also the first analyzing and processing information to be added up to rank in batches, by the top HLR network element of rank, MSC network element, adhere to service node (Serving GPRS SUPPORT NODE, SGSN), VPMN (Virtual Private Mobile Network, VPMN) state, note receive/sends unsuccessfully, multimedia message receive/sends unsuccessfully, WAP (wireless application protocol) (Wireless Application Protocol, WAP) use unsuccessfully with corresponding customer complaint information of the first analyzing and processing information such as terminal types as suspicious information, it is suspicious fault location point.Wherein, all can be using the corresponding pending information of the first analyzing and processing information as suspicious information as long as meet above-mentioned arbitrary condition.
Complain in batches fault display module 13 for the suspicious information of complaining 12 analytic statistics of fault locating analysis module to go out is in batches shown.In embodiment, preferably with form and/or graphics mode, intuitively present, can allow person skilled carry out fast finding and solve fault according to suspicious information.
Fig. 2 is the flow chart of failure information processing method in one embodiment of the invention.
As shown in Figure 2, first in step 101, receive client ends relative and calling information.
Particularly, when mobile net elements fault causes the large batch of complaint of client, calling information receiver module receives client's calling information in enormous quantities in batches.The information content that wherein calling information receiver module receives client's calling information in enormous quantities in batches comprises customer complaint information and customer information.
In step 202 secondarily, calling information is treated to pending information, according to the First Eigenvalue of pending information, pending information is sorted out.
When batch calling information module receives customer complaint information, calling information module is extracted the characteristic value in customer complaint information in batches, calling information module is sorted out calling information according to characteristic value in batches, by the customer complaint information that the belongs to same class feature class that playbacks, create network failure and announce and issue.Wherein, network failure bulletin content comprises: the information such as title, phenomenon description and fault content, related personnel can see the content of this network failure bulletin like this.
When the content in the customer complaint information that batch calling information receiver module is collected is similar to network failure bulletin content, calling information receiver module receives the customer information receiving in batches, and the content of reception comprises complainant's phone number and the content of complaint fault message etc.
In step 203 subsequently, extract the characteristic information in client ends relative, according to characteristic information, carry out analyzing and processing, obtain the first analyzing and processing information.
Particularly, complain customer complaint information and the customer information that fault locating analysis module receives batch calling information receiver module to carry out real-time analysis and statistics in batches, obtain characteristic information.Wherein, characteristic information comprises complaint client network element register information, business use information drawn game data message.Wherein:
The analysis of client's network element register information refers to by inquiry report user's HLR information, obtain the first analyzing and processing information such as access point (Access Point Name, APN) information that user registers HLR network element, MSC network element, SMS state, GPRS function opening state, terminal type and opens.By the intelligent network information of inquiring user, obtain the first analyzing and processing information VPMN opening information.By inquiry SGSN user state information, the first analyzing and processing information that obtains is that user adheres to SGSN network element, attachment state and behavior Fabric Hand Test (Packet Data Protocol, PDP) state of activation.
Client's business is used information analysis to refer to that, according to the customer information of having received, the short message service of inquiry client's nearest one end time, multimedia message and WAP business are used state, and to the center association analysis of user's transmitting short message, obtain the first analyzing and processing information.Wherein, in embodiment, a period of time is preferably 3 days.
Office data information analysis refers to according to the customer information of collecting, and analyzes client's the contents such as ownership place, ownership section, ownership HLR network element and MSC net element information, obtains the first analyzing and processing information.
In last step 204, when described the first analyzing and processing information conforms suspicious information condition, the corresponding pending information of described the first analyzing and processing information is suspicious information.It specifically comprises:
(1) from database, transfer the second analyzing and processing information corresponding to described the first analyzing and processing information; When the second analyzing and processing information and the first analyzing and processing information are when inconsistent, the corresponding pending information of the first analyzing and processing information is suspicious information.
Particularly, the database in embodiment is preferably office data information.Wherein, complain fault locating analysis module by the customer complaint information that batch calling information receiver module is received and customer information are carried out to analyzing and processing in batches, generate the first analyzing and processing information.Complaining fault locating analysis module that the first analyzing and processing information and office data are inquired to the second corresponding process information in batches compares.Wherein, the first analyzing and processing information comprises HLR that user registers, MSC network element etc.By the first analyzing and processing information and the second process information, compare, judge that whether the first process information is consistent with the second process information.That is: whether the network element that the first analyzing and processing information inquires with office data is consistent.When information in the first analyzing and processing information and office data is inconsistent, using tape handling information corresponding to the first analyzing and processing information as suspicious information, i.e. suspicious fault location point.
(2) the first process information is added up to rank, the corresponding pending information of top the first process information of rank is suspicious information.
Particularly, in batches complain fault locating analysis module also the first process information to be added up to rank, using the top HLR network element of rank, MSC network element, adhere to that SGSN, VPMN state, note receives/send unsuccessfully, multimedia message receive/sends unsuccessfully, the corresponding pending information of the first process information such as WAP use failure and terminal type is as suspicious information.Wherein, pending information is the received customer complaint information of batch calling information receiver module.
Further, complain in batches fault display module for the suspicious information of complaining the analytic statistics of fault locating analysis module to go out is in batches shown.Wherein, in embodiment, preferably with form and/or graphics mode, intuitively present, can allow person skilled carry out fast finding and solve fault according to suspected fault anchor point.
In sum, failure information processing method provided by the invention has made up in prior art complains location fault not enough because the network failure occurring causes large scale customer, provide unified customer complaint information receiving platform to carry out batch report user information, by batch, complain the real-time analysis of fault locating analysis module to locate suspicious network failure point, and present to dealing with network breakdown personnel, shorten customer complaint fault handling time, promote wireless network user and experience.
Professional should further recognize, unit and the algorithm steps of each example of describing in conjunction with embodiment disclosed herein, can realize with electronic hardware, computer software or the combination of the two, for the interchangeability of hardware and software is clearly described, composition and the step of each example described according to function in the above description in general manner.These functions are carried out with hardware or software mode actually, depend on application-specific and the design constraint of technical scheme.Professional and technical personnel can specifically should be used for realizing described function with distinct methods to each, but this realization should not thought and exceeds scope of the present invention.
The software module that the method for describing in conjunction with embodiment disclosed herein or the step of algorithm can use hardware, processor to carry out, or the combination of the two is implemented.Software module can be placed in the storage medium of any other form known in random asccess memory (RAM), internal memory, read-only memory (ROM), electrically programmable ROM, electrically erasable ROM, register, hard disk, moveable magnetic disc, CD-ROM or technical field.
Above-described embodiment; object of the present invention, technical scheme and beneficial effect are further described; institute is understood that; the foregoing is only the specific embodiment of the present invention; the protection range being not intended to limit the present invention; within the spirit and principles in the present invention all, any modification of making, be equal to replacement, improvement etc., within all should being included in protection scope of the present invention.
Claims (8)
1. a failure information processing method, is characterized in that, comprises the following steps:
Receive client ends relative and calling information;
Described calling information is treated to pending information, according to the First Eigenvalue of described pending information, described pending information is sorted out;
Extract the characteristic information in described client ends relative, according to described characteristic information, carry out analyzing and processing, obtain the first analyzing and processing information;
When described the first analyzing and processing information conforms suspicious information condition, the corresponding pending information of described the first analyzing and processing information is suspicious information.
2. failure information processing method as claimed in claim 1, is characterized in that, described when described the first analyzing and processing information conforms suspicious information condition, the corresponding pending information of described the first analyzing and processing information is that suspicious information specifically comprises:
From database, transfer the second analyzing and processing information corresponding to described the first analyzing and processing information;
When described the second analyzing and processing information and described the first analyzing and processing information are when inconsistent, the corresponding pending information of described the first analyzing and processing information is suspicious information.
3. failure information processing method as claimed in claim 1, is characterized in that, described when described the first analyzing and processing information conforms suspicious information condition, the corresponding pending information of described the first analyzing and processing information is that suspicious information specifically comprises:
Described the first process information is added up to rank, and the corresponding pending information of top described the first process information of rank is suspicious information.
4. failure information processing method as claimed in claim 1, is characterized in that, the characteristic information in the described client ends relative of described extraction specifically comprises client's network element register information, business use information drawn game data message.
5. failure information processing method as claimed in claim 4, is characterized in that, described network element register information comprises attaching position register HLR information, user's intelligent network information and adheres to service node SGSN user state information.
6. failure information processing method as claimed in claim 4, is characterized in that, described business use information comprises short message service, MMS and WAP (wireless application protocol) WAP business.
7. failure information processing method as claimed in claim 4, is characterized in that, described office data information comprises client's ownership place, ownership section, ownership HLR network element and moving exchanging center MSC net element information.
8. as the failure information processing method as described in arbitrary in claim 1-3, it is characterized in that, described method also comprises described suspicious information is shown with form or graphics mode.
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| Application Number | Priority Date | Filing Date | Title |
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| CN201410155424.5A CN103929758B (en) | 2014-04-17 | 2014-04-17 | Failure information processing method |
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| CN201410155424.5A CN103929758B (en) | 2014-04-17 | 2014-04-17 | Failure information processing method |
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| CN103929758B CN103929758B (en) | 2018-03-13 |
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Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN104683151A (en) * | 2015-03-02 | 2015-06-03 | 中国联合网络通信集团有限公司 | Method and device for broadband troubleshooting |
| CN104811340A (en) * | 2015-04-24 | 2015-07-29 | 杭州东方通信软件技术有限公司 | Checking method |
| CN112925863A (en) * | 2021-01-25 | 2021-06-08 | 北京工业大学 | Water environment management platform-oriented water pollution source tracing positioning method based on multi-factor analysis |
| CN113556671A (en) * | 2020-04-22 | 2021-10-26 | 中国联合网络通信集团有限公司 | Fault positioning method, device and storage medium |
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| CN101299863A (en) * | 2008-06-11 | 2008-11-05 | 中国移动通信集团湖北有限公司 | Complaining method, complaint processing method, terminal, complaint processing server and system |
| CN103188705A (en) * | 2011-12-29 | 2013-07-03 | 中国移动通信集团广东有限公司 | Method for performing alarm locating on batch complains and alarm locating device |
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| EP1919131A1 (en) * | 2005-08-05 | 2008-05-07 | Huawei Technologies Co., Ltd. | A method for detecting fault in the next generation network |
| CN101047935A (en) * | 2007-04-27 | 2007-10-03 | 中国移动通信集团福建有限公司 | Customer complaint process analysis method |
| CN101299863A (en) * | 2008-06-11 | 2008-11-05 | 中国移动通信集团湖北有限公司 | Complaining method, complaint processing method, terminal, complaint processing server and system |
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Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN104683151A (en) * | 2015-03-02 | 2015-06-03 | 中国联合网络通信集团有限公司 | Method and device for broadband troubleshooting |
| CN104811340A (en) * | 2015-04-24 | 2015-07-29 | 杭州东方通信软件技术有限公司 | Checking method |
| CN113556671A (en) * | 2020-04-22 | 2021-10-26 | 中国联合网络通信集团有限公司 | Fault positioning method, device and storage medium |
| CN113556671B (en) * | 2020-04-22 | 2022-10-14 | 中国联合网络通信集团有限公司 | Fault positioning method, device and storage medium |
| CN112925863A (en) * | 2021-01-25 | 2021-06-08 | 北京工业大学 | Water environment management platform-oriented water pollution source tracing positioning method based on multi-factor analysis |
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| CN103929758B (en) | 2018-03-13 |
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