CN106789234B - Automatic alarm test system and method for call center - Google Patents
Automatic alarm test system and method for call center Download PDFInfo
- Publication number
- CN106789234B CN106789234B CN201611170552.2A CN201611170552A CN106789234B CN 106789234 B CN106789234 B CN 106789234B CN 201611170552 A CN201611170552 A CN 201611170552A CN 106789234 B CN106789234 B CN 106789234B
- Authority
- CN
- China
- Prior art keywords
- test
- alarm
- call
- unit
- automatic
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Active
Links
Images
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
- H04M3/2254—Arrangements for supervision, monitoring or testing in networks
- H04M3/2263—Network management
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/06—Management of faults, events, alarms or notifications
- H04L41/0604—Management of faults, events, alarms or notifications using filtering, e.g. reduction of information by using priority, element types, position or time
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/08—Configuration management of networks or network elements
- H04L41/0803—Configuration setting
Abstract
The invention discloses an automatic alarm test system and a method of a call center, wherein the automatic alarm test system of the call center comprises an alarm call test configuration unit, an alarm call test management unit, an automatic call unit and a system check unit; the alarm call test configuration unit is used for configuring the corresponding test logic after each monitoring index gives an alarm; the alarm call test management unit is used for sending the corresponding test logic to the automatic call unit after the alarm occurs; the automatic calling unit is used for carrying out calling test according to the test logic; the system checking unit is used for judging whether the test is successful or not and sending an alarm shielding instruction outwards when the test is judged to be successful. The invention improves the time and the processing efficiency of alarm positioning, reduces error reports, reduces the interference of the daily error reports to maintenance personnel, and simultaneously ensures the quality of the customer service of the call center.
Description
Technical Field
The invention relates to the technical field of information service, in particular to an automatic alarm test system and method for a call center.
Background
At present, the existing call center monitoring platform only monitors and alarms aiming at system performance indexes, service telephone traffic and the like, but lacks the function of testing the generated alarm, and can only manually perform call testing and system detection after the alarm occurs. With the rapid development of the service of some companies with large-scale call centers, the call center systems and service lines which need to be monitored also rise exponentially, and then the efficiency is low and the timeliness cannot be guaranteed through manual testing and system detection, so that the timeliness of alarm fault positioning and alarm solving is greatly influenced; on the other hand, the service line of the call center is influenced by various objective factors, the telephone traffic jitter is large, and the error notice is large.
Disclosure of Invention
The invention provides an automatic alarm testing system and method for a call center, aiming at overcoming the defect that the timeliness of alarm positioning and alarm solving is greatly influenced because a call center monitoring platform in the prior art lacks the function of testing alarms.
The invention solves the technical problems through the following technical scheme:
the invention provides an automatic alarm test system of a call center, which is characterized by comprising an alarm call test configuration unit, an alarm call test management unit, an automatic call unit and a system check unit;
the alarm call test configuration unit is used for configuring the corresponding test logic after each monitoring index gives an alarm;
the alarm call test management unit is used for sending the corresponding test logic to the automatic call unit after the alarm occurs;
the automatic calling unit is used for carrying out calling test according to the test logic;
the system checking unit is used for judging whether the test is successful or not and sending an alarm shielding instruction outwards when the test is judged to be successful.
Preferably, the system check unit is configured to send the alarm masking instruction to a monitoring system of a call center, and the monitoring system is configured to mask the alarm according to the alarm masking instruction.
Preferably, the system inspection unit is further configured to send the call test result and the inspection result to a system maintenance person by mail.
Preferably, the alarm call test configuration unit is used for configuring the test logic through a web (web page) page.
The invention also provides an automatic alarm test method of the call center, which is characterized in that the method is realized by using the automatic alarm test system of the call center, and comprises the following steps:
S1the alarm call test configuration unit configures the test logic corresponding to each monitoring index after the alarm occurs;
S2the alarm call test management unit sends the corresponding test logic to the automatic call unit after the alarm occurs;
S3the automatic calling unit carries out calling test according to the test logic;
S4and the system checking unit judges whether the test is successful or not, and sends an alarm shielding instruction outwards when the test is yes.
Preferably, step S4The system checking unit sends the alarm shielding instruction to a monitoring system of a call center, and the monitoring system shields the alarm according to the alarm shielding instruction.
Preferably, step S4The system inspection unit also sends the call test result and the inspection result to a system maintenance staff through mails.
Preferably, step S1Wherein the alarm call test configuration unit configures the test logic through a web page.
The positive progress effects of the invention are as follows: when the call center monitoring system gives an alarm, the automatic alarm testing system calls and checks the system or the service according to the configured calling mode and the checking logic, and the system maintenance personnel does not need to intervene in the process. Therefore, the time for alarm positioning and the processing efficiency are improved, the error report is reduced, the interference of the daily error report on maintenance personnel is reduced, and the quality of the customer service of the call center is ensured.
Drawings
FIG. 1 is a block diagram of an automatic alarm testing system of a call center according to a preferred embodiment of the present invention.
FIG. 2 is a flowchart of an automatic alarm testing method of a call center according to a preferred embodiment of the present invention.
Detailed Description
The invention is further illustrated by the following examples, which are not intended to limit the scope of the invention.
As shown in fig. 1, the automatic alarm test system of the call center of the present invention includes an alarm call test configuration unit 1, an alarm call test management unit 2, an automatic call unit 3, and a system check unit 4; in the invention, the automatic alarm test system adopts a B/S (browser/server) architecture mode;
the alarm call test configuration unit 1 is configured to configure a test logic corresponding to each monitoring index after an alarm occurs; specifically, a user may configure a test logic corresponding to an alarm by using the alarm call test configuration unit 1 through a web page, preferably, the alarm call test configuration unit 1 may be written in HTML + CSSS + JAVASCRIPT language, deployed on 2 Linux (an operating system) servers, run through a Python environment (a system running environment), and set up different test logics for different alarms, and a system administrator may configure the test logic after the alarm occurs through the alarm call test configuration unit 1;
the alarm call test management unit 2 is used for sending the corresponding test logic to the automatic call unit after the alarm occurs; specifically, the alarm call test management unit 2 may be written in Java language, deployed on 2 Linux servers, and operated through tomcat7.0 environment (a system operation environment);
the automatic calling unit 3 is configured to perform a call test according to the test logic, specifically, the automatic calling unit 3 may be developed by Lua language, a calling function may be set up by an open source system FREESWITCH and deployed on 2 Linux servers, and the automatic calling unit 3 performs the call test after receiving relevant parameters of the test logic;
and the system checking unit 4 is used for judging whether the test is successful or not, sending an alarm shielding instruction outwards when the test is yes, continuing to alarm to inform a system responsible person when the test is not yes, and sending a calling test result and a checking result to a system maintenance person through a mail. Specifically, the system checking unit 4 may send the alarm masking instruction to a monitoring system of a call center, where the monitoring system is configured to mask the alarm according to the alarm masking instruction, and the monitoring system of the call center is not included in the automatic alarm testing system of the present invention.
As shown in fig. 2, the present invention also provides an automatic alarm testing method for a call center, which is implemented by using the automatic alarm testing system for a call center, and comprises the following steps:
102, the alarm call test management unit sends a corresponding test logic to the automatic call unit after an alarm occurs;
103, the automatic calling unit carries out calling test according to the test logic;
and step 104, the system checking unit judges whether the test is successful or not, and sends an alarm shielding instruction to the outside when the test is yes.
Wherein, in step 101, the alarm call test configuration unit configures test logic through a web page; and 104, the system inspection unit sends the alarm shielding instruction to a monitoring system of a call center, the monitoring system shields the alarm according to the alarm shielding instruction, and the system inspection unit also sends a call test result and an inspection result to system maintenance personnel through mails.
While specific embodiments of the invention have been described above, it will be appreciated by those skilled in the art that these are by way of example only, and that the scope of the invention is defined by the appended claims. Various changes and modifications to these embodiments may be made by those skilled in the art without departing from the spirit and scope of the invention, and these changes and modifications are within the scope of the invention.
Claims (6)
1. An automatic alarm test system of a call center is characterized by comprising an alarm call test configuration unit, an alarm call test management unit, an automatic call unit and a system check unit;
the alarm call test configuration unit is used for configuring a test logic corresponding to each monitoring index after an alarm occurs, and the test logic comprises a call mode and a detection logic;
the alarm call test management unit is used for sending the corresponding test logic to the automatic call unit after the alarm occurs;
the automatic calling unit is used for carrying out calling test according to the test logic;
the system checking unit is used for judging whether the test is successful or not and sending an alarm shielding instruction to a monitoring system of the call center if the test is successful, and the monitoring system is used for shielding the alarm according to the alarm shielding instruction.
2. The automated alarm testing system of claim 1, wherein the system check unit is further configured to mail the call test results and the check results to a system maintenance person.
3. The automated alarm testing system of claim 1, wherein the alarm call test configuration unit is to configure a test logic through a web page.
4. An automatic alarm test method of a call center, which is implemented by the automatic alarm test system of the call center according to claim 1, comprising the steps of:
S1the alarm call test configuration unit configures test logic corresponding to each monitoring index after alarm occurs, wherein the test logic comprises a call mode and detection logic;
S2the alarm call test management unit sends the corresponding test logic to the automatic call unit after the alarm occurs;
S3the automatic calling unit carries out calling test according to the test logic;
S4the system checking unit judges whether the test is successful or not and sends the test to a monitoring system of the call center if the test is successfulSending an alarm shielding instruction, and shielding the alarm by the monitoring system according to the alarm shielding instruction.
5. The automatic alarm test method of claim 4, wherein step S4The system inspection unit also sends the call test result and the inspection result to a system maintenance staff through mails.
6. The automatic alarm test method of claim 4, wherein step S1Wherein the alarm call test configuration unit configures the test logic through a web page.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201611170552.2A CN106789234B (en) | 2016-12-16 | 2016-12-16 | Automatic alarm test system and method for call center |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201611170552.2A CN106789234B (en) | 2016-12-16 | 2016-12-16 | Automatic alarm test system and method for call center |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN106789234A CN106789234A (en) | 2017-05-31 |
| CN106789234B true CN106789234B (en) | 2020-03-17 |
Family
ID=58891988
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201611170552.2A Active CN106789234B (en) | 2016-12-16 | 2016-12-16 | Automatic alarm test system and method for call center |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN106789234B (en) |
Families Citing this family (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN107590014A (en) * | 2017-09-07 | 2018-01-16 | 携程旅游网络技术（上海）有限公司 | Fault detection method, device, system, electronic equipment, storage medium |
| CN110460478B (en) * | 2019-08-28 | 2022-06-07 | 瑞斯康达科技发展股份有限公司 | Alarm test method, alarm test system, alarm manufacturing equipment and network management system |
| CN111447329A (en) * | 2020-03-31 | 2020-07-24 | 携程旅游信息技术（上海）有限公司 | Method, system, device and medium for monitoring state server in call center |
| CN113489849A (en) * | 2021-07-07 | 2021-10-08 | 携程科技(上海)有限公司 | Virtual number availability detection method and device, electronic equipment and storage medium |
Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101895438A (en) * | 2010-06-24 | 2010-11-24 | 中兴通讯股份有限公司 | Alarm simulation method and system and alarm accuracy detection method and system |
| CN105553717A (en) * | 2015-12-14 | 2016-05-04 | 上海携程商务有限公司 | Calling center and monitoring system thereof |
| CN105721719A (en) * | 2016-02-24 | 2016-06-29 | 上海携程商务有限公司 | Fault detection system and method of call center |
| CN106027372A (en) * | 2016-05-23 | 2016-10-12 | 中国移动通信集团广东有限公司 | Method for automatically processing alarm work order based on WeChat |
-
2016
- 2016-12-16 CN CN201611170552.2A patent/CN106789234B/en active Active
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101895438A (en) * | 2010-06-24 | 2010-11-24 | 中兴通讯股份有限公司 | Alarm simulation method and system and alarm accuracy detection method and system |
| CN105553717A (en) * | 2015-12-14 | 2016-05-04 | 上海携程商务有限公司 | Calling center and monitoring system thereof |
| CN105721719A (en) * | 2016-02-24 | 2016-06-29 | 上海携程商务有限公司 | Fault detection system and method of call center |
| CN106027372A (en) * | 2016-05-23 | 2016-10-12 | 中国移动通信集团广东有限公司 | Method for automatically processing alarm work order based on WeChat |
Also Published As
| Publication number | Publication date |
|---|---|
| CN106789234A (en) | 2017-05-31 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN106789234B (en) | Automatic alarm test system and method for call center | |
| US11675649B2 (en) | Fault prediction method, apparatus and storage medium | |
| US10931511B2 (en) | Predicting computer network equipment failure | |
| US9413597B2 (en) | Method and system for providing aggregated network alarms | |
| CN106649040A (en) | Automatic monitoring method and device for performance of Weblogic middleware | |
| CN105529831B (en) | A kind of secondary equipment of intelligent converting station failure Computer Aided Analysis System | |
| CN110716842B (en) | Cluster fault detection method and device | |
| CN100555952C (en) | Screen the implementation method of relevant alarm | |
| CN105095052A (en) | Fault detection method and fault detection device in SOA (Service-Oriented Architecture) environment | |
| EP3001606A1 (en) | Fault processing method, device and system | |
| CN106792856A (en) | A kind of wireless net member management system warning processing method based on device level degree of parallelism | |
| CN112491579A (en) | SDN-based alarm information processing method and device | |
| CN116016123A (en) | Fault processing method, device, equipment and medium | |
| CN102195791A (en) | Alarm analysis method, device and system | |
| US9674065B2 (en) | Method, apparatus and system for detecting network element load imbalance | |
| CN102201927A (en) | Alarm information processing method and device | |
| CN113656252A (en) | Fault positioning method and device, electronic equipment and storage medium | |
| CN117395695A (en) | On-line diagnosis processing system for wireless network | |
| CN113760634A (en) | Data processing method and device | |
| CN109699041B (en) | RRU channel fault diagnosis processing method, device and computer storage medium | |
| CN115102838B (en) | Emergency processing method and device for server downtime risk and electronic equipment | |
| CN116483663A (en) | Abnormality warning method and device for platform | |
| CN110445647A (en) | A kind of diagnosis of internet of things data and error correction method | |
| CN109150666B (en) | Method for preventing website downtime | |
| CN107864057B (en) | Online automatic checking and alarming method based on networking state |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| GR01 | Patent grant | ||
| GR01 | Patent grant |