CN105306246A - Method, device and server for automatic answering of network complaints - Google Patents
Method, device and server for automatic answering of network complaints Download PDFInfo
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- CN105306246A CN105306246A CN201410373066.5A CN201410373066A CN105306246A CN 105306246 A CN105306246 A CN 105306246A CN 201410373066 A CN201410373066 A CN 201410373066A CN 105306246 A CN105306246 A CN 105306246A
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Abstract
The embodiment of the invention provides a method, a device and a server for automatic answering of network complaints. The method comprises: after a complaint work order is received, matching the received complaint work order with pre-stored user records according to terminal information of the complaint work order; and acquiring the state of a fault network element in a failure according to a key performance index in a successfully-matched user record, and analyzing a reason that leads to the failure according to the state. According to the method, states of all network elements can be automatically acquired based on a log, and the reason for abnormal use which is caused by the fault network element in a failure is analyzed, so that automatic answering of the WLAN (Wireless Local Area Network) complaints is realized, and service personnel of a network service provider can handle the network complaints independently.
Description
Technical field
The present invention relates to wlan technologies, refer to method, device and server that a kind of automatic-answering back device network class is complained especially.
Background technology
When process WLAN in early stage (WLAN, WirelessLocalAreaNetworks) is complained, user account can only be obtained, roughly complain time, complaint location and complaint phenomenon by complaining work order.The information provided due to customer complaint is very few and accuracy not enough, solution targetedly cannot be formulated by complaining work order, problem repetition can only be carried out by call-on back by phone or in-site modeling test, follow-up return visit and test is caused to be difficult to reproduction user problem at that time, cannot the reason of accurate localizing faults.
According to the analysis of complaint work order, the complaint handling of more than 65% is about had to reach expection; Research finds access control equipment (AC, AccessController) the whole process of recording user online that can be discrete, real-time by daily record, have recorded 1358839XXXX from association, application IP addresses, whole process that address obtains, portal pushes, certification is reached the standard grade to rolls off the production line in form.
A lot of attendant adopts AC daily record to carry out assist process wlan network class complaint at present.But only check AC daily record, be merely able to know whether user is received by network, and AC is English, discrete, user's experience can be divided into without several pieces, difficulty reads difficult grasp, also can not realize automatic analysis, automatic-answering back device.
Existing wlan network class complains the subject matter faced to comprise:
The calling information of record is inaccurate: client, when complaining, can only give out of order approximate time, approximate location and roughly phenomenon.Owing to being pressed for time and professional deficiency, the 10086 complaint work order information accuracys of filling out can not ensure, and effective complaint of shortage reviews means, cause attendant arbitrarily to fill in report knot reason.Pay a return visit that client recovers, client has left fault point, do not contact client, on-the-spot test is normal etc. and account for and complain 65% of total amount.This kind of knot of the report without precise reason why work order, often can not solve the practical problem of client, have a strong impact on later stage network on the contrary and complain analysis and decision-making.
Process means are deficient: because 10086 information accuracies given are not enough, attendant, when carrying out complaint handling, can only carry out network failure investigation by the method such as call-on back by phone, test, nothing means targetedly, and carry out problem test for each complaint, lose time very much.
Lack the means of network failure judgement clearly: AC daily record can only record report user's information, user's internet behavior, associate device information, lacks the state of network element associated when user surfs the Net.Get rid of network element problem, network problem can only be found by on-the-spot test.
Inefficiency: one to complain needs 10086 to record group single, 1-2 name attendant order, communication, test, malfunction elimination closed loop, consuming time usually at 10 hours, cost is high and at the bottom of efficiency.
Summary of the invention
The technical problem to be solved in the present invention is to provide method, device and the server that a kind of automatic-answering back device network class is complained, and realizes the object that location and automatic-answering back device wlan network class are automatically complained.
For solving the problems of the technologies described above, a kind of method that embodiments of the invention provide automatic-answering back device network class to complain, be applied to server, method comprises: receive complaint work order, and the end message according to described complaint work order mates with the user record deposited in advance; The state of fault network element when breaking down according to the key performance index acquiring in the user record that the match is successful, and the reason of causing trouble is gone out according to described state analysis.
In described method, receive before complaining work order and also comprise: gather access control equipment daily record according to the sampling period at access control equipment place; According to keyword, daily record is classified, translated and be combined to form described user record; Described user record superposes real-time Key Performance Indicator.
In described method, gather access control equipment daily record according to the sampling period at access control equipment place to comprise: all access control equipment daily records that discrete, Real-time Collection access control equipment exports, described access control equipment log recording has running status and the network quality of corresponding network element.
In described method, according to keyword, daily record classification is comprised: association class daily record, record terminal MAC address, correlation time, associated AP and associate failure cause; The daily record of DHCP class, record terminal MAC address, IP address, time and distribution failure cause; Portal pushes class daily record, record IP address of terminal, consuming time and service set; The daily record of certification class, record terminal MAC address, termination number, authenticated time, authentication mode and authentification failure reason; The daily record of charging class, record terminal MAC address, termination number, time charge starting, end chargeable time and charging duration; The class that rolls off the production line daily record, record terminal MAC address, termination number, downtime, the reason that rolls off the production line and the failure cause that rolls off the production line.
In described method, translate and be combined to form described user record to comprise: according to the terminal MAC address recorded in described access control equipment daily record and IP address, from several binary access control equipment daily records, extract the content of needs, and be reassembled into a user record according to use procedure.
In described method, when breaking down according to the key performance index acquiring in the user record that the match is successful, the state of fault network element comprises: the network element service invariant factor of N number of terminal in a sampling period calculating each network element of fault moment
E
nthe field intensity valley of N number of terminal in a sampling period, W
nbe the flow of N number of terminal in a sampling period, SUM is the total flow that a network element produces in a sampling period, and m is the number of terminals under a network element; If the network element service invariant factor delta be determined with occurs abnormal, then the network element that this network element service invariant factor delta is corresponding is fault network element.
In described method, the reason going out causing trouble according to described state analysis comprises: after obtaining the network element service invariant factor delta of N number of terminal, automatically replies failure cause according to condition 1 ~ condition 5; Described condition 1 ~ condition 5 comprises: condition 1, δ
n> threshold value, generates the first reply message, and described first reply message shows that service invariant degree is good, suspects that terminal or operating system go wrong; Condition 2, threshold value > δ
n>0 and E
n> threshold value, generates the second reply message, and described second reply message shows that service is unstable, but field intensity is qualified, suspection be disturb under network element too strong; Condition 3, threshold value > δ
n>0 and E
n< threshold value, generates the 3rd reply message, and described 3rd reply message shows that service is unstable, and field intensity is defective, and terminal distance antenna is too far away, and field intensity is too weak; Condition 4, δ
n=0 and SUM=0, generate the 4th reply message, described 4th reply message shows not serve sign, and network element does not have flow in the sampling period, network element failure; Condition 5, δ
n=0 and SUM>0, generate the 5th reply message, described 5th reply message shows not serve sign, but network element has the sign to other-end service in the sampling period, and suspection is terminal or operating system problem.
In described method, also comprise and export the current state information of network element: δ > threshold value, generates the first current state, and described first current state shows that network element service invariant degree is good, and this network element is available at present, existing m terminal is on this network element; Threshold value > δ >0, generates the second current state, and described second current state shows that network element service is unstable, and this network element is busy at present, and interference is strong; δ=0 and m>0, generate the 3rd current state, described 3rd current state shows that network element has terminal but do not have flow, and this network element is in the state of possible breakdown.
The device that automatic-answering back device network class is complained, be positioned at server, comprise: matching unit, for receiving complaint work order, the end message according to described complaint work order mates with the user record deposited in advance; Analytic unit, the state of fault network element during for breaking down according to the key performance index acquiring in the user record that the match is successful, and the reason of causing trouble is gone out according to described state analysis.
In described device, also comprise: log collection unit, for gathering daily record according to the sampling period at access control equipment place; Unit is translated in daily record, for daily record being classified according to keyword, translating and be combined to form user record; Performance index unit, for superposing real-time Key Performance Indicator in user record.
In described device, analytic unit comprises: network element service invariant factor computing module, for calculating the network element service invariant factor delta of N number of user in a sampling period of each network element of fault moment is
E
nthe field intensity valley of N number of terminal in a sampling period, W
nbe the flow of N number of terminal in a sampling period, SUM is the total flow that a network element produces in a sampling period, and m is the number of terminals under a network element; Judge module, if occur abnormal for some network element service invariant factor delta, then judges that network element corresponding to this network element service invariant factor delta is fault network element.
In described device, analytic unit comprises: failure reason analysis module, for obtain N number of terminal network element service invariant factor delta after, automatically reply failure cause according to condition 1 ~ condition 5; Described condition 1 ~ condition 5 comprises: condition 1, δ
n> threshold value, generates the first reply message, and described first reply message shows that service invariant degree is good, suspects that terminal or operating system go wrong; Condition 2, threshold value > δ
n>0 and E
n> threshold value, generates the second reply message, and described second reply message shows that service is unstable, but field intensity is qualified, suspection be disturb under network element too strong; Condition 3, threshold value > δ
n>0 and E
n< threshold value, generates the 3rd reply message, and described 3rd reply message shows that service is unstable, and field intensity is defective, and terminal distance antenna is too far away, and field intensity is too weak; Condition 4, δ
n=0 and SUM=0, generate the 4th reply message, described 4th reply message shows not serve sign, and network element does not have flow in the sampling period, network element failure; Condition 5, δ
n=0 and SUM>0, generate the 5th reply message, described 5th reply message shows not serve sign, but network element has the sign to other-end service in the sampling period, and suspection is terminal or operating system problem.
A kind of server, comprise the device that automatic-answering back device network class is complained, described device comprises: matching unit, and for receiving complaint work order, the end message according to described complaint work order mates with the user record deposited in advance; Analytic unit, the state of fault network element during for breaking down according to the key performance index acquiring in the user record that the match is successful, and the reason of causing trouble is gone out according to described state analysis.
The beneficial effect of technique scheme of the present invention is as follows: gather daily record data according to the sampling period at access control equipment AC, based on the state of each network element of daily record automatic acquisition, the reason of the use exception that fault network element when analyzing existing fault causes, realize automatic-answering back device wlan network class to complain, the contact staff of network service 5 business can complain by complete independently process network class substantially.
Accompanying drawing explanation
Fig. 1 represents that wlan network class complains the schematic diagram usually occurring in four processes;
Fig. 2 represents the method flow schematic diagram that a kind of automatic-answering back device wlan network class is complained;
Fig. 3 represents the system architecture schematic diagram that automatic-answering back device wlan network class is complained;
Fig. 4 represents the application process schematic diagram that automatic-answering back device wlan network class is complained.
Embodiment
For making the technical problem to be solved in the present invention, technical scheme and advantage clearly, be described in detail below in conjunction with attached 15 figure and specific embodiment.
As shown in Figure 1, phenomenon is complained mainly to comprise:
Network class is complained and is comprised: have signal but cannot connect, login interface cannot eject, and login authentication is failed and cannot normally roll off the production line.Wlan network class complains accounting high, and difficulty is large.
As shown in Figure 1, use in the process of WLAN, wlan network class is complained and is usually occurred in four processes, and its reason has two large classes: terminal self problem, network element problem.Realize automatic-answering back device to complain and will solve four problems: automatically know user's where use, specific to most fine-structure mesh unit; Automatically know which link user uses, and whether has occurred failure, and what failure cause is; The service state of automatic judgement that network element at that time, whether normally; The service state of automatic judgement that network element present, whether normally.
A kind of method that the embodiment of the present invention provides automatic-answering back device network class to complain, as shown in Figure 2, be applied to log server, method comprises:
Step 201, receives complaint work order, and the end message according to described complaint work order mates with the user record deposited in advance;
Step 202, the state of fault network element when breaking down according to the key performance index acquiring in the user record that the match is successful, and the reason of causing trouble is gone out according to described state analysis.
Apply the technology provided, based on the state of each network element of daily record automatic acquisition, the reason of the use exception that fault network element when analyzing existing fault causes, realizes automatic-answering back device wlan network class and complains.
In a preferred embodiment, also comprise before receiving complaint work order:
Daily record is gathered at access control equipment place according to the sampling period;
According to keyword, daily record is classified, translated and be combined to form user record;
User record superposes real-time Key Performance Indicator.Wherein, end message comprises termination number and usage time interval.
Gather daily record data according to the sampling period at access control equipment AC, complain for follow-up automatic-answering back device network class and provide available user record, this user record can leave in full dose database.
In a preferred embodiment, gather daily record data according to the sampling period at AC place to comprise:
All AC daily records that discrete, Real-time Collection access control equipment AC exports, described AC log recording has running status and the network quality of corresponding network element.
As shown in Figure 3, WLAN webmaster passed through every a set time (sampling period), go to AC place to gather daily record, AC records AC, focus, AP equipment and terminal running state, network quality information and the data such as flow, field intensity that produce in each user each sampling period as service condition record; AC, by all service condition records, to be spued to log server discretely, in real time by AC daily record.
AC daily record, by keyword, is divided into class by log server, general point six large class daily records.In a preferred embodiment, according to keyword, AC daily record classification is comprised:
Association class daily record: record terminal MAC address, correlation time, associated AP and associate the information such as failure cause;
DHCP (DHCP, DynamicHostConfigurationProtocol) class daily record: record terminal MAC, IP address, time and distribution failure cause etc.;
Portal pushes class daily record: record IP address of terminal, consuming time and service set (SSID, ServiceSetIdentifier) etc.;
Certification class daily record: the information such as record terminal MAC address, termination number, authenticated time, authentication mode and authentification failure reason;
Charging class daily record: the information such as record terminal MAC address, termination number, time charge starting, end chargeable time, charging duration;
The class that rolls off the production line daily record: record terminal MAC address, termination number, downtime, the reason that rolls off the production line, roll off the production line the information such as failure cause.
In a preferred embodiment, carry out daily record to translate and combine and comprise: according to the terminal MAC address recorded in AC daily record and IP address, from several binary AC daily records, extract the content of needs, the content extracted is reassembled into a user record according to use procedure.Wherein, translate the content referring to and extract needs from several binary AC daily records, be then combined into the user record that can understand, in user record, have recorded the complete experience of user terminal.
MAC Address is the sign of user terminal, and an a terminal only MAC Address, IP address is the IP address that network gives user.This process is the process by user record and network associate: according to associated AP information in AC daily record, by the resource information in WLAN webmaster, user is used experience to associate with focus with AP, AC, forms complete user and use experience.The triggering of daily record is driven by user terminal behavior, and in other words, the upper network process of user terminal comprises a lot of step, and each step can trigger a lot of bar daily record, and these daily records are discrete in journal file.Therefore need to quote MAC Address, by the daily record of a user terminal, converge from journal file, then reconfigure according to the step that user terminal uses, form a user record.
Use in experience user, superposition KPI index at that time, in a preferred embodiment, user record superposes real-time Key Performance Indicator KPI, finally realizes user through ephemeris:
As shown in Figure 4, when there being customer complaint, the process that automatic-answering back device network class is complained comprises:
Step 401,10086 customer services insert termination number and time period at complaint automatic-answering back device end;
Step 402, Auto-matching in full dose database, in a preferred embodiment, when there being complaint work order, WLAN webmaster can mate in full dose database according to the termination number and time period of complaining work order, and as shown in Figure 3, coupling comprises the relation of WLAN webmaster and full dose database:
If termination number mates with MAC, represent that the match is successful, find out terminal when secondary use experience, this comprises: export hotspot name where, AP name and SSID; Be stuck in which link, use current link and next step link title of experience, such as user-association success, but portal pushes unsuccessfully;
Step 403, generates the exception in use procedure, and association failure cause, DHCP distribute failure cause, portal pushes consuming time, authentification failure reason and the failure cause that rolls off the production line.Even if the not certification of this termination number, as long as authenticated before, also can perform the coupling in full dose database when this is complained.
Step 404, is aware of and occurs abnormal situation at that time, then needs to reply to occur at that time using abnormal reason, and the reason that wlan network class is complained has terminal self problem and network element problem two kinds.In a preferred embodiment, the state obtaining each network element comprises: get rid of network element problem by the network element service invariant factor delta calculated at that time, automatic-answering back device used abnormal reason at that time.Due to the channel confliction Hedging mechanism of 802.11 employing csma/collision detection methods (CSMA/CA, CarrierSenseMultipleAccess/CollisionDerect), its general principle is:
Detect channel and whether have use, if detect channel idle, then, after waiting for one section of random time, just send data; If receiving terminal correctly receives this frame, then behind interval after a while, send acknowledgement frame ACK to transmitting terminal; Transmitting terminal receives ACK frame, determines that data are correctly transmitted, and behind experience a period of time interval, there will be one period of free time.
Therefore network element service stability depends primarily on: the stability of network element itself, the stability of wireless environment under network element.And according to CSMA/CA, each issues the other-end of packet at network element, be all interference source for this user, its annoyance level depends on the size that it is given out a contract for a project and intensity.
Each user has a network element service invariant factor delta being specific to this user, and therefore, in a preferred embodiment, when breaking down according to the Key Performance Indicator KPI acquisition in the user record that the match is successful, the state of fault network element comprises:
Calculate the network element service invariant factor of N number of terminal in a sampling period of each network element of fault moment
E
nthe field intensity valley of N number of terminal in a sampling period, W
nbe the flow of N number of terminal in a sampling period, SUM is the total flow that a network element produces in a sampling period, and m is the number of terminals under a network element.
After obtaining the service invariant factor of N number of user, automatically can reply reason according to each Rule of judgment, if some network element service invariant factor delta occur abnormal, then the network element that this network element service invariant factor delta is corresponding is fault network element.In a preferred embodiment, the reason going out causing trouble according to described state analysis comprises:
After obtaining the network element service invariant factor delta of N number of user, automatically reply failure cause according to condition 1 ~ condition 5; Described condition 1 ~ condition 5 comprises:
δ
n> threshold value, generates the first reply message, and described first reply message shows that the service invariant degree of user is good, suspects that terminal or operating system go wrong;
Condition 2, threshold value > δ
n>0 and E
n> threshold value, generates the second reply message, and described second reply message shows that user serves instability, but field intensity is qualified, suspection be disturb under network element too strong;
Condition 3, threshold value > δ
n>0 and E
n< threshold value, generate the 3rd reply message, described 3rd reply message shows that user serves instability, and field intensity is defective, and user distance antenna is too far away, and field intensity is too weak;
Condition 4, δ
n=0 and SUM=0, generate the 4th reply message, described 4th reply message shows that user does not serve sign, and network element does not have flow in the sampling period, network element failure;
Condition 5, δ
n=0 and SUM>0, generate the 5th reply message, described 5th reply message shows that user does not serve sign, but network element has the sign of serving other users in the sampling period, and suspection is terminal or operating system problem.Described in following form:
Step 405, knows and occurs at that time using abnormal reason, and how also will tell user's this network element present, this adopts the network element service invariant factor to realize equally.In a preferred embodiment, for the current state of the network element broken down, need to calculate the network element service invariant factor in current sample period, in a certain sampling period, have m user under certain network element, the service invariant factor of this network element is
E
nbe the field intensity valley of N number of terminal in a certain sampling period, E ' is in a certain sampling period, the field intensity mean value of certain network element, W
nbe the flow of N number of terminal in a certain sampling period, SUM is the total flow that certain network element produces in a certain sampling period.
In a preferred embodiment, the state information that output network element is current is also comprised:
δ > threshold value, generates the first current state, and described first current state shows that network element service invariant degree is good, and this network element is available at present, and existing m user is on this network element;
Threshold value > δ >0, generates the second current state, and described second current state shows that network element service is unstable, and this network element is busy at present, and interference is strong;
δ=0 and m>0, generate the 3rd current state, described 3rd current state shows that network element has user but do not have flow, and this network element is in the state of possible breakdown.Described in following form:
The device that the embodiment of the present invention provides a kind of automatic-answering back device network class to complain, is positioned at server, comprises:
Matching unit, for receiving complaint work order, the end message according to described complaint work order mates with the user record deposited in advance;
Analytic unit, the state of fault network element during for breaking down according to the key performance index acquiring in the user record that the match is successful, and the reason of causing trouble is gone out according to described state analysis.
In a preferred embodiment, also comprise:
Log collection unit, for gathering daily record according to the sampling period at access control equipment place;
Unit is translated in daily record, for daily record being classified according to keyword, translating and be combined to form user record;
Performance index unit, for superposing real-time Key Performance Indicator in user record.
In a preferred embodiment, analytic unit comprises:
Network element service invariant factor computing module, for calculating the network element service invariant factor delta of N number of user in a sampling period of each network element of fault moment is
E
nthe field intensity valley of N number of terminal in a sampling period, W
nbe the flow of N number of terminal in a sampling period, SUM is the total flow that a network element produces in a sampling period, and m is the number of terminals under a network element;
Judge module, if occur abnormal for some network element service invariant factor delta, then judges that network element corresponding to this network element service invariant factor delta is fault network element.
In a preferred embodiment, analytic unit comprises:
Failure reason analysis module, for obtain N number of user network element service invariant factor delta after, automatically reply failure cause according to condition 1 ~ condition 5; Described condition 1 ~ condition 5 comprises:
Condition 1, δ
n> threshold value, the service invariant degree of user is good, and suspection is terminal or operating system problem;
Condition 2, threshold value > δ
n>0 and E
n> threshold value, user serves instability, but field intensity is qualified, suspection be disturb under network element too strong;
Condition 3, threshold value > δ
n>0 and E
n< threshold value, user serves instability, and field intensity is defective, and user distance antenna is too far away, and field intensity is too weak;
Condition 4, δ
n=0 and SUM=0, user does not serve sign, and network element does not have flow in the sampling period, network element failure;
Condition 5, δ
n=0 and SUM>0, user does not serve sign, but network element has the sign of serving other users in the sampling period, and suspection is terminal or operating system problem.
The embodiment of the present invention provides a kind of server, and comprise the device that automatic-answering back device network class is complained, described device comprises:
Matching unit, for receiving complaint work order, the end message according to described complaint work order mates with the user record deposited in advance;
Analytic unit, the state of fault network element during for breaking down according to the key performance index acquiring in the user record that the match is successful, and the reason of causing trouble is gone out according to described state analysis.
Advantage after employing this programme is: gather daily record data according to the sampling period at access control equipment AC, based on the state of each network element of daily record automatic acquisition, the reason of the use exception that fault network element when analyzing existing fault causes, realizes automatic-answering back device wlan network class and complains.
The above is the preferred embodiment of the present invention; it should be pointed out that for those skilled in the art, under the prerequisite not departing from principle of the present invention; can also make some improvements and modifications, these improvements and modifications also should be considered as protection scope of the present invention.
Claims (13)
1. a method for automatic-answering back device network class complaint, be applied to server, it is characterized in that, method comprises:
Receive complaint work order, the end message according to described complaint work order mates with the user record deposited in advance;
The state of fault network element when breaking down according to the key performance index acquiring in the user record that the match is successful, and the reason of causing trouble is gone out according to described state analysis.
2. method according to claim 1, is characterized in that, receives before complaining work order and also comprises:
Access control equipment daily record is gathered at access control equipment place according to the sampling period;
According to keyword, daily record is classified, translated and be combined to form described user record;
Described user record superposes real-time Key Performance Indicator.
3. method according to claim 2, is characterized in that, gathers access control equipment daily record comprise according to the sampling period at access control equipment place:
All access control equipment daily records that discrete, Real-time Collection access control equipment exports, described access control equipment log recording has running status and the network quality of corresponding network element.
4. method according to claim 2, is characterized in that, daily record classification is comprised according to keyword:
Association class daily record, records terminal MAC address, correlation time, associated AP and associates failure cause;
The daily record of DHCP class, record terminal MAC address, IP address, time and distribution failure cause;
Portal pushes class daily record, record IP address of terminal, consuming time and service set;
The daily record of certification class, record terminal MAC address, termination number, authenticated time, authentication mode and authentification failure reason;
The daily record of charging class, record terminal MAC address, termination number, time charge starting, end chargeable time and charging duration;
The class that rolls off the production line daily record, record terminal MAC address, termination number, downtime, the reason that rolls off the production line and the failure cause that rolls off the production line.
5. method according to claim 2, is characterized in that, translates and is combined to form described user record and comprise:
According to the terminal MAC address recorded in described access control equipment daily record and IP address, from several binary access control equipment daily records, extract the content of needs, and be reassembled into a user record according to use procedure.
6. method according to claim 1, is characterized in that, when breaking down according to the key performance index acquiring in the user record that the match is successful, the state of fault network element comprises:
Calculate the network element service invariant factor of N number of terminal in a sampling period of each network element of fault moment
E
nthe field intensity valley of N number of terminal in a sampling period, W
nbe the flow of N number of terminal in a sampling period, SUM is the total flow that a network element produces in a sampling period, and m is the number of terminals under a network element;
If the network element service invariant factor delta be determined with occurs abnormal, then the network element that this network element service invariant factor delta is corresponding is fault network element.
7. method according to claim 1, is characterized in that, the reason going out causing trouble according to described state analysis comprises:
After obtaining the network element service invariant factor delta of N number of terminal, automatically reply failure cause according to condition 1 ~ condition 5; Described condition 1 ~ condition 5 comprises:
Condition 1, δ
n> threshold value, generates the first reply message, and described first reply message shows that service invariant degree is good, suspects that terminal or operating system go wrong;
Condition 2, threshold value > δ
n>0 and E
n> threshold value, generates the second reply message, and described second reply message shows that service is unstable, but field intensity is qualified, suspection be disturb under network element too strong;
Condition 3, threshold value > δ
n>0 and E
n< threshold value, generates the 3rd reply message, and described 3rd reply message shows that service is unstable, and field intensity is defective, and terminal distance antenna is too far away, and field intensity is too weak;
Condition 4, δ
n=0 and SUM=0, generate the 4th reply message, described 4th reply message shows not serve sign, and network element does not have flow in the sampling period, network element failure;
Condition 5, δ
n=0 and SUM>0, generate the 5th reply message, described 5th reply message shows not serve sign, but network element has the sign to other-end service in the sampling period, and suspection is terminal or operating system problem.
8. method according to claim 1, is characterized in that, also comprises and exports the current state information of network element:
δ > threshold value, generates the first current state, and described first current state shows that network element service invariant degree is good, and this network element is available at present, and existing m terminal is on this network element;
Threshold value > δ >0, generates the second current state, and described second current state shows that network element service is unstable, and this network element is busy at present, and interference is strong;
δ=0 and m>0, generate the 3rd current state, described 3rd current state shows that network element has terminal but do not have flow, and this network element is in the state of possible breakdown.
9. a device for automatic-answering back device network class complaint, is characterized in that, be positioned at server, comprising:
Matching unit, for receiving complaint work order, the end message according to described complaint work order mates with the user record deposited in advance;
Analytic unit, the state of fault network element during for breaking down according to the key performance index acquiring in the user record that the match is successful, and the reason of causing trouble is gone out according to described state analysis.
10. device according to claim 9, is characterized in that, also comprises:
Log collection unit, for gathering daily record according to the sampling period at access control equipment place;
Unit is translated in daily record, for daily record being classified according to keyword, translating and be combined to form user record;
Performance index unit, for superposing real-time Key Performance Indicator in user record.
11. devices according to claim 9, it is characterized in that, analytic unit comprises:
Network element service invariant factor computing module, for calculating the network element service invariant factor delta of N number of user in a sampling period of each network element of fault moment is
E
nthe field intensity valley of N number of terminal in a sampling period, W
nbe the flow of N number of terminal in a sampling period, SUM is the total flow that a network element produces in a sampling period, and m is the number of terminals under a network element;
Judge module, if occur abnormal for some network element service invariant factor delta, then judges that network element corresponding to this network element service invariant factor delta is fault network element.
12. devices according to claim 9, it is characterized in that, analytic unit comprises:
Failure reason analysis module, for obtain N number of terminal network element service invariant factor delta after, automatically reply failure cause according to condition 1 ~ condition 5; Described condition 1 ~ condition 5 comprises:
Condition 1, δ
n> threshold value, generates the first reply message, and described first reply message shows that service invariant degree is good, suspects that terminal or operating system go wrong;
Condition 2, threshold value > δ
n>0 and E
n> threshold value, generates the second reply message, and described second reply message shows that service is unstable, but field intensity is qualified, suspection be disturb under network element too strong;
Condition 3, threshold value > δ
n>0 and E
n< threshold value, generates the 3rd reply message, and described 3rd reply message shows that service is unstable, and field intensity is defective, and terminal distance antenna is too far away, and field intensity is too weak;
Condition 4, δ
n=0 and SUM=0, generate the 4th reply message, described 4th reply message shows not serve sign, and network element does not have flow in the sampling period, network element failure;
Condition 5, δ
n=0 and SUM>0, generate the 5th reply message, described 5th reply message shows not serve sign, but network element has the sign to other-end service in the sampling period, and suspection is terminal or operating system problem.
13. 1 kinds of servers, is characterized in that, comprise the device that automatic-answering back device network class is complained, described device comprises:
Matching unit, for receiving complaint work order, the end message according to described complaint work order mates with the user record deposited in advance;
Analytic unit, the state of fault network element during for breaking down according to the key performance index acquiring in the user record that the match is successful, and the reason of causing trouble is gone out according to described state analysis.
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