CN107947968B - Method and device for processing network quality complaint information - Google Patents
Method and device for processing network quality complaint information Download PDFInfo
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- 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
- H04L41/14—Network analysis or design
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- 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
- H04L41/50—Network service management, e.g. ensuring proper service fulfilment according to agreements
- H04L41/5061—Network service management, e.g. ensuring proper service fulfilment according to agreements characterised by the interaction between service providers and their network customers, e.g. customer relationship management
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- 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
- H04L41/50—Network service management, e.g. ensuring proper service fulfilment according to agreements
- H04L41/5061—Network service management, e.g. ensuring proper service fulfilment according to agreements characterised by the interaction between service providers and their network customers, e.g. customer relationship management
- H04L41/5074—Handling of user complaints or trouble tickets
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W24/00—Supervisory, monitoring or testing arrangements
- H04W24/04—Arrangements for maintaining operational condition
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
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- H04W88/00—Devices specially adapted for wireless communication networks, e.g. terminals, base stations or access point devices
- H04W88/18—Service support devices; Network management devices
Abstract
The invention provides a method and a device for processing network quality complaint information. The method comprises the following steps: receiving network quality complaint information sent by a terminal, wherein the network quality complaint information comprises a terminal identifier; sending a first query instruction to a network management platform, wherein the first query instruction comprises a terminal identifier, so that the network management platform determines network state information of a base station corresponding to the terminal identifier; receiving network state information sent by a network management platform; and analyzing the network state information according to a preset rule tree model to generate a network analysis result, wherein the rule tree model comprises at least one network analysis rule. The scheme for intelligently processing the network quality complaint event is provided, a large amount of human resources do not need to be consumed, the network state of the terminal can be processed and analyzed normally, and the processing efficiency is improved.
Description
Technical Field
The present invention relates to the field of communications technologies, and in particular, to a method and an apparatus for processing network quality complaint information.
Background
With the development of network technology, network technology has been applied to various aspects of people's life and work. As the user uses the network function through the terminal, the complaint events of the network are more and more; after receiving the network complaint event, the operator needs to analyze the network complaint event to determine an analysis result, so as to process the base station or the network according to the analysis result.
In the prior art, a terminal sends network quality complaint information to an operator platform, wherein the network quality complaint information represents that the current signal of the terminal is poor or no network exists and the like; and then, the operator platform displays the network quality complaint information, customer service personnel process the network quality complaint information, and the customer service personnel manually determine the current problems of the network, thereby completing the processing of the network quality complaint events.
However, in the prior art, the manner of manually determining the current problem of the network by the customer service staff needs to consume a large amount of human resources, and the network state of the terminal cannot be normally processed and analyzed quickly, so that the processing efficiency is low.
Disclosure of Invention
The invention provides a method and a device for processing network quality complaint information, which are used for solving the problems that a large amount of human resources are consumed, the network state of a terminal cannot be normally processed and analyzed quickly and the processing efficiency is low in a mode that customer service personnel manually determine the current problem of a network.
In one aspect, the present invention provides a method for processing network quality complaint information, including:
receiving network quality complaint information sent by a terminal, wherein the network quality complaint information comprises a terminal identifier;
sending a first query instruction to a network management platform, wherein the first query instruction comprises the terminal identifier, so that the network management platform determines network state information of a base station corresponding to the terminal identifier;
receiving the network state information sent by the network management platform;
and analyzing the network state information according to a preset rule tree model to generate a network analysis result, wherein the rule tree model comprises at least one network analysis rule.
In another aspect, the present invention provides a device for processing network quality complaint information, including:
a first receiving unit, configured to receive network quality complaint information sent by a terminal, where the network quality complaint information includes a terminal identifier;
a sending unit, configured to send a first query instruction to a network management platform, where the first query instruction includes the terminal identifier, so that the network management platform determines network state information of a base station corresponding to the terminal identifier;
a second receiving unit, configured to receive the network state information sent by the network management platform;
and the analysis unit is used for analyzing and processing the network state information according to a preset rule tree model to generate a network analysis result, wherein the rule tree model comprises at least one network analysis rule.
The method and the device for processing the network quality complaint information provided by the invention receive the network quality complaint information sent by the terminal, wherein the network quality complaint information comprises a terminal identifier; sending a first query instruction to a network management platform, wherein the first query instruction comprises a terminal identifier, so that the network management platform determines network state information of a base station corresponding to the terminal identifier; receiving network state information sent by a network management platform; and analyzing the network state information according to a preset rule tree model to generate a network analysis result, wherein the rule tree model comprises at least one network analysis rule. Therefore, a query request can be sent to the network management platform to query the network state information of the base station corresponding to the terminal identification, and the network management platform integrates the functions of a plurality of platforms such as the existing resource management platform, the existing construction planning platform, the existing customer service interaction platform and the like; then, according to the preset rule tree model, the network state information is analyzed and processed to generate a network analysis result, so that a scheme for intelligently processing the network quality complaint event is provided, a large amount of human resources do not need to be consumed, the network state of the terminal can be processed and analyzed normally, and the processing efficiency is improved.
Drawings
The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the present disclosure and together with the description, serve to explain the principles of the disclosure.
Fig. 1 is a schematic flowchart of a method for processing network quality complaint information according to an embodiment of the present disclosure;
fig. 2 is a schematic flowchart of another method for processing network quality complaint information according to an embodiment of the present disclosure;
fig. 3 is a schematic structural diagram of a device for processing network quality complaint information according to an embodiment of the present invention;
fig. 4 is a schematic structural diagram of a device for processing network quality complaint information according to an embodiment of the present invention;
fig. 5 is a block diagram illustrating a server 1900 in accordance with an example embodiment.
With the foregoing drawings in mind, certain embodiments of the disclosure have been shown and described in more detail below. These drawings and written description are not intended to limit the scope of the disclosed concepts in any way, but rather to illustrate the concepts of the disclosure to those skilled in the art by reference to specific embodiments.
Detailed Description
Reference will now be made in detail to the exemplary embodiments, examples of which are illustrated in the accompanying drawings. When the following description refers to the accompanying drawings, like numbers in different drawings represent the same or similar elements unless otherwise indicated. The implementations described in the exemplary embodiments below are not intended to represent all implementations consistent with the present disclosure. Rather, they are merely examples of apparatus and methods consistent with certain aspects of the present disclosure, as detailed in the appended claims.
The terms to which the present invention relates will be explained first:
a resource management platform: a base station lifecycle is stored that characterizes whether the base station is in an operational or locked state. Building a planning platform: station adding information is stored, and the station adding information represents whether a base station is added at a position adjacent to the position information.
A customer service interaction platform: user registration information is stored, and the user registration information represents the user number function opening condition, such as whether a user third Generation mobile communication technology (3rd-Generation, abbreviated as 3G) or a user fourth Generation mobile communication technology (4rd-Generation, abbreviated as 4G) network is opened or not, and whether the voice and internet access functions are normal or not.
Operation and Maintenance Center (OMC) platform: the operation state of the base station is stored, and the operation state of the base station represents whether the base station has alarms and faults or not.
A celestial element platform: the Performance Indicator of a Key Performance Indicator (KPI) of a base station is stored, and the KPI Performance Indicator represents the signal coverage condition of a Measurement Report (MR) user at a complaint point.
A service quality platform: user abnormal conditions are stored, and the user abnormal conditions represent abnormal events in use of the user.
A service platform: the method comprises the steps of storing repeat complaint information and peripheral historical complaint information, wherein the repeat complaint information represents whether a user complains before, and the peripheral historical complaint information represents the complaint conditions of other users around a complaint point.
A network management platform: network state information of the terminal is stored, and functions of the platforms are integrated; the network management platform stores the information in the above platforms.
The specific application scenarios of the invention are as follows: in the communication service, as for the wireless network complaints from 2000 months, a prejudgment and quick response means is lacked; the manual customer service only carries out full record and order generation on the network complaints and sends the complaints to a customer service response center of a network interface department for processing. Personnel in the customer service response center are only dispatched to each network professional department according to the type of the work order for processing, and a pre-judging and rapid processing means for the work order is lacked, so that the work order dispatched by the customer service is only subjected to full-volume transparent transmission, and the processing efficiency is not high. Moreover, since the monthly complaint handling work order amount of the existing network quality is 2000, in the complaint handling process, the positioning user problem needs to inquire 8 large information in different 6 types of platforms, the links of scheme formulation, complaint reply and report writing are more complex to operate, the workload of repeatability and mechanicalness is large, a large amount of manpower is consumed, and the work order handling timeliness is long. In addition, the existing mode of manually determining the current problem of the network by customer service staff cannot realize intellectualization, needs to consume a large amount of human resources, cannot perform normal processing analysis on the network state of the terminal quickly, and has low processing efficiency. Moreover, the customer service staff are required to manually write the complaint report, and the efficiency is low.
The invention provides a method and a device for processing network quality complaint information, and aims to solve the technical problems in the prior art.
The following describes the technical solutions of the present invention and how to solve the above technical problems with specific embodiments. The following several specific embodiments may be combined with each other, and details of the same or similar concepts or processes may not be repeated in some embodiments. Embodiments of the present invention will be described below with reference to the accompanying drawings.
Fig. 1 is a schematic flowchart of a method for processing network quality complaint information according to an embodiment of the present disclosure. As shown in fig. 1, the method includes:
In this embodiment, specifically, the execution subject of this embodiment is described by taking a server as an example. The terminal sends the network quality complaint information to the server, the network quality complaint information comprises a terminal identification, and the server receives the network quality complaint information.
Step 102, sending a first query instruction to the network management platform, wherein the first query instruction includes a terminal identifier, so that the network management platform determines the network state information of the base station corresponding to the terminal identifier.
In this embodiment, specifically, the server sends a first query instruction carrying the terminal identifier to the network management platform; then, the network management platform may query the base station corresponding to the terminal identifier, and then determine the network state information of the base station. Wherein the network state information may be at least one of the following: the method comprises the following steps of base station life cycle, user registration information, base station running state, KPI performance indexes, user abnormal conditions, repeated complaint information, peripheral historical complaint information, base station removal information, station adding information, Total Received Power (RTWP for short) information and the like.
And 103, receiving the network state information sent by the network management platform.
In this embodiment, specifically, the network management platform sends the queried network state information to the server.
And 104, analyzing the network state information according to a preset rule tree model to generate a network analysis result, wherein the rule tree model comprises at least one network analysis rule.
In this embodiment, specifically, a rule tree model is set in the server, where the rule tree model includes at least one network analysis rule; then, the server may analyze and process the received network state information by using the rule tree model, and further generate a network analysis result, where the network analysis result represents whether the network state corresponding to the terminal is normal, how the operation state of the base station corresponding to the terminal is, or a solution to the problem of poor network state.
In this embodiment, network quality complaint information sent by a receiving terminal is used, where the network quality complaint information includes a terminal identifier; sending a first query instruction to a network management platform, wherein the first query instruction comprises a terminal identifier, so that the network management platform determines network state information of a base station corresponding to the terminal identifier; receiving network state information sent by a network management platform; and analyzing the network state information according to a preset rule tree model to generate a network analysis result, wherein the rule tree model comprises at least one network analysis rule. Therefore, a query request can be sent to the network management platform to query the network state information of the base station corresponding to the terminal identification, and the network management platform integrates the functions of a plurality of platforms such as the existing resource management platform, the existing construction planning platform, the existing customer service interaction platform and the like; then, according to the preset rule tree model, the network state information is analyzed and processed to generate a network analysis result, so that a scheme for intelligently processing the network quality complaint event is provided, a large amount of human resources do not need to be consumed, the network state of the terminal can be processed and analyzed normally, and the processing efficiency is improved.
Fig. 2 is a schematic flowchart of another method for processing network quality complaint information according to an embodiment of the present disclosure. As shown in fig. 2, the method includes:
In this embodiment, specifically, the embodiment is described with an execution subject as a server. This step can be referred to as step 101 in fig. 1, and is not described again.
In this embodiment, specifically, this step may refer to step 102 in fig. 1, and is not described again.
In this embodiment, specifically, this step may refer to step 103 in fig. 1, and is not described again.
And 204, analyzing and processing the network state information to generate network problem category information, wherein the network quality category representation network state information is a network quality coverage category or a network quality performance category.
In this embodiment, specifically, the server first analyzes the network status information to determine whether the network problem category is a network quality coverage category or a network quality performance category. The analysis mode is that when the network quality coverage rate is determined to be larger than a preset threshold value, the network problem category is determined to be the network quality coverage category; and when the network quality coverage rate is determined to be less than or equal to the preset threshold value, determining that the network problem category is the network quality performance category.
In this embodiment, specifically, the server sets a correspondence between different network problem category information and different network analysis rules, and the server may determine the network analysis rule corresponding to the current network problem category information.
And step 206, processing the network state information according to the network analysis rule corresponding to the network problem category information to generate a network analysis result.
In this embodiment, specifically, when determining that the network status information is of a network quality coverage category, the server processes the network status information according to a network analysis rule corresponding to the network quality coverage category to generate a network analysis result; and when the server determines that the network state information is of the network quality performance type, the server processes the network state information according to the network analysis rule corresponding to the network quality performance type to generate a network analysis result.
In an optional implementation manner, the network quality complaint information further includes location information of the terminal, and the network state information is relocation information of the base station corresponding to the terminal identifier, where the relocation information represents whether the base station is relocated or temporarily quits the network; correspondingly, the network quality category representation network state information is a network quality coverage category; step 206 comprises the following steps:
step 2061, judging whether the removal information represents that the base station corresponding to the terminal identification is removed or temporarily quits the network.
In this embodiment, specifically, in step 201, the server receives the terminal identifier and the location information of the terminal sent by the terminal. Therefore, the network state information received by the server in step 203 is the relocation information of the base station corresponding to the terminal identifier, where the relocation information represents whether the base station is relocated or temporarily quits the network. Further, in step 204, the server may determine that the network quality class characterization network state information is a network quality coverage class.
Then, the server needs to determine the relocation information, and whether to represent that the base station corresponding to the terminal identifier is relocated or temporarily quit the network, where the base station corresponding to the terminal identifier may be a base station adjacent to the base station corresponding to the terminal.
Step 2062, if the removal information represents that the base station corresponding to the terminal identifier is removed or temporarily quits the network, sending a second query instruction to the network management platform, wherein the second query instruction includes the location information, so that the network management platform determines the station adding information, and wherein the station adding information represents whether the base station is being added at the location adjacent to the location information.
In this embodiment, specifically, after step 2061, when the server determines that the base station corresponding to the terminal identifier is removed or temporarily quits the network when the removal information represents that the base station is removed or temporarily quits the network, the server needs to send a second query instruction carrying the location information of the terminal to the network management platform; then, the network management platform can inquire the station adding information on the position adjacent to the position information, and the station adding information indicates whether the base station is added on the position adjacent to the position information.
Step 2063, receiving the station adding information sent by the network management platform.
In this embodiment, specifically, the network management platform sends the queried station adding information to the server.
Step 2064, determine whether the station adding information represents the added base station at the position adjacent to the position information.
Step 2065, if the base station is being added at the position adjacent to the position information represented by the station adding information, generating a network analysis result, wherein the network analysis result represents that the network quality complaint problem represented by the network quality complaint information is being solved.
In this embodiment, specifically, after step 2064, when the server determines that a base station is being added at a position adjacent to the location information represented by the station added information, the server may determine that the network quality complaint problem represented by the network quality complaint information is being solved, and further obtain the current network analysis result.
Step 2066, if the removal information represents that the base station corresponding to the terminal identifier is not removed or temporarily quits the network, determining whether a grid with a poor network state exists in the position range where the position information is located according to a grid list, wherein the grid list comprises at least one grid, each grid in the at least one grid represents a preset position range, and each grid in the at least one grid has a network state.
In this embodiment, specifically, after step 2061, when the server determines that the base station corresponding to the terminal identifier is not removed or temporarily leaves the network as the removal information indicates, the server needs to query the information of the grid. Dividing the geographical position into a plurality of grids, and representing a preset position range by each grid, wherein each grid can be covered with a network, and each grid has a network state; the method comprises the steps that a grid list is stored in a server, at least one grid is included in the grid list, or the grid list is arranged in a network management platform, and the server can acquire the grid list from the network management platform; furthermore, the server can determine how the network state of each grid is in the location range of the location information of the terminal, and thus can determine whether there is a grid with a poor network state in the location range of the location information of the terminal.
Step 2067, if there is a grid with a poor network state in the location range of the location information, determining whether there is another base station in the location range of the location information according to a base station list, wherein the base station list includes at least one base station in a preset location range.
In this embodiment, specifically, after step 2066, if the server determines that the location range where the location information of the terminal is located has the grid with the poor network state, it may be determined that the location of the terminal is the area with the poor network signal; then, a base station list is provided in the server, the base station list includes whether base stations exist in each preset position range and the number of the base stations in each preset position range, or the base station list is provided in the network management platform, and the server can acquire the base station list from the network management platform; therefore, the server can determine whether other base stations exist in the position range of the position information of the terminal.
Step 2068, if there are other base stations in the position range of the position information, generating a network analysis result, wherein the network analysis result represents that a signal amplifier is added in the position range of the position information or that the terminal is suggested to move to the positions of the other base stations.
In this embodiment, specifically, after step 2067, if the server has other base stations in the location range where the location information of the terminal is located, the server may determine that it is necessary to suggest to add a signal amplifier in the location range where the location information is located, suggest that the terminal moves to the location where other base stations are located, or obtain a suggestion to compensate for the user of the terminal.
Step 2069, if there is no other base station in the location range of the location information, determining whether there is another base station in the plan in the location range of the location information according to a matching list, wherein the matching list includes at least one other base station in the plan in a preset location range;
in this embodiment, specifically, after the step 2067, if the server does not have other base stations in the location range where the location information of the terminal is located, the server needs to determine whether there are other base stations in the plan in the location range where the location information of the terminal is located. The server stores a matching list, where the matching list includes a plurality of other base stations in the plan within each preset location range, or the server has the matching list in the network management platform, and the server can obtain the matching list from the network management platform. The server can determine whether there are other base stations in the planning within the location range of the location information according to the matching list.
Step 20610, if there are other base stations in the planning in the position range of the position information, generating a network analysis result, wherein the network analysis result represents that the network quality complaint problem represented by the network quality complaint information is being solved;
in this embodiment, specifically, after step 2069, when the server determines that there are other base stations in the planning within the location range where the location information is located, the server may determine that the network quality complaint problem represented by the network quality complaint information is being solved.
And 20611, if no other base station in the plan exists in the position range of the position information, generating a network analysis result, wherein the network analysis result represents that a signal amplifier is added in the position range of the position information or that the terminal is recommended to move to the position of the other base station.
In this embodiment, specifically, after step 2069, when the server determines that there is no other base station in the planning within the location range of the location information, the server may determine that it is necessary to suggest to add a signal amplifier within the location range of the location information, suggest that the terminal moves to the location of the other base station, or obtain a suggestion to compensate the user of the terminal.
Step 20612, if there is no grid with network state difference in the location range of the location information, sending a third query instruction to the network management platform, where the third query instruction includes a terminal identifier, so that the network management platform determines International Mobile Subscriber identity number (IMSI) information corresponding to the terminal identifier;
in this embodiment, specifically, after step 2066, when the server determines that there is no grid with a poor network state in the location range where the location information of the terminal is located, the server may send a third query instruction carrying the terminal identifier to the network management platform; and the network management platform can determine the IMSI information corresponding to the terminal identifier according to the third query instruction.
Step 20613 of receiving the IMSI information sent by the network management platform, and determining MR information corresponding to the IMSI information according to the correspondence between the IMSI information and the MR information; according to the MR information, calculating the good coverage rate of the antenna occupied by the terminal;
in this embodiment, specifically, the network management platform sends IMSI information corresponding to the terminal identifier to the server; then, the server may determine, according to the correspondence between the IMSI information and the MR information, the MR information corresponding to the received IMSI information. Then, the server can calculate the good coverage rate of the antenna occupied by the current terminal according to the MR information corresponding to the IMSI information; the current terminal may occupy multiple antennas, and the good coverage rate of the antenna occupied by the current terminal is an average value of the good coverage rates of the multiple antennas.
And 20614, judging whether the good coverage rate is greater than or equal to a preset threshold value.
Step 20615, generating a network analysis result if the good coverage rate is greater than or equal to a preset threshold value, wherein the network analysis result represents that the network quality of the terminal is good;
in this embodiment, specifically, after step 20614, when the server determines that the good coverage is greater than or equal to the preset threshold, the server may determine that the network quality of the terminal is good, and further determine that the complaint of the terminal is incorrect.
Step 20616, if the good coverage rate is smaller than the preset threshold, executing the step 2067 of determining whether there is another base station in the location range where the location information is located according to the base station list.
In this embodiment, specifically, after step 20614, when the server determines that the good coverage is smaller than the preset threshold, the server may determine to perform the step of determining whether there is another base station within the location range where the location information is located in step 2067, and then the server determines to perform the steps after step 2067.
And 20617, when it is determined that the base station is not being added at the position adjacent to the position information represented by the station adding information, executing the step of determining whether other base stations exist in the position range of the position information according to the base station list.
In this embodiment, specifically, after step 2064, when the server determines that no base station is being added to the position adjacent to the position information represented by the added station information, the server may determine to perform the step of determining whether there is another base station in the position range of the position information in step 2067, and then the server determines to perform the steps after step 2067.
Therefore, through the process, when the network state information is determined to be the network quality coverage type, the network state of the terminal can be analyzed, and whether the network quality of the terminal has problems or not and the cause of the problems can be determined through analyzing the state of the base station in the geographic range where the terminal is located, and an analysis result is given.
In another optional embodiment, the network state information is base station operating state information corresponding to the terminal identifier, RTWP information corresponding to the terminal identifier, and the number of users in the base station corresponding to the terminal identifier, and the network quality type representation network state information is a network quality performance type; step 206 specifically includes:
if the base station operation state information represents that the base station is not operated normally, generating a network analysis result, wherein the network analysis result represents that the base station corresponding to the terminal identification has a network fault; if the numerical value represented by the RTWP information is smaller than a second preset threshold value, generating a network analysis result, wherein the network analysis result represents that a network interference problem exists; and if the number of the users is larger than a third preset threshold value, generating a network analysis result, wherein the network analysis result represents that the network capacity problem exists.
In this embodiment, specifically, the network status information received by the server in step 203 is base station operation status information corresponding to the terminal identifier, RTWP information corresponding to the terminal identifier, and the number of users in the base station corresponding to the terminal identifier. Further, in step 204, the server may determine that the network quality class indicates the network state information as the network quality performance class.
Then, the server can judge whether the base station operation state information represents that the base station is not operated normally, and when the base station operation state information represents that the base station is not operated normally, the server can determine that the base station corresponding to the terminal identification has a network fault. Then, the server may send the analyzed network analysis result to a terminal of a management department of the base station corresponding to the terminal, so that the terminal of the management department of the base station corresponding to the terminal performs processing.
The server can judge whether the numerical value represented by the RTWP information is smaller than a second preset threshold value, and when the numerical value represented by the RTWP information is smaller than the second preset threshold value, the server can determine that the network interference problem exists. The server may transmit the analyzed network analysis result to a terminal of the external interference committee of the base station corresponding to the terminal, and may process the result by the terminal of the external interference committee of the base station corresponding to the terminal.
The server may determine whether the number of users is greater than a third preset threshold, and when it is determined that the number of users is greater than the third preset threshold, the server may determine that a network capacity problem exists. And then, the server determines the base stations of which the number of the users is larger than a third preset threshold value, and performs frequency point planning and capacity expansion processing.
Therefore, through the process, the network state of the terminal can be analyzed when the network state information is determined to be the network quality performance type, whether the network quality of the terminal has problems or not and the cause of the problems can be determined through analyzing the state of the base station in the geographic range where the terminal is located, and an analysis result is given.
In this embodiment, network quality complaint information sent by a receiving terminal is used, where the network quality complaint information includes a terminal identifier; sending a first query instruction to a network management platform, wherein the first query instruction comprises a terminal identifier, so that the network management platform determines network state information of a base station corresponding to the terminal identifier; receiving network state information sent by a network management platform; and analyzing the network state information according to a preset rule tree model to generate a network analysis result, wherein the rule tree model comprises at least one network analysis rule. Therefore, a query request can be sent to the network management platform to query the network state information of the base station corresponding to the terminal identification, and the network management platform integrates the functions of a plurality of platforms such as the existing resource management platform, the existing construction planning platform, the existing customer service interaction platform and the like; then, according to the preset rule tree model, the network state information is analyzed and processed to generate a network analysis result, so that a scheme for intelligently processing the network quality complaint event is provided, a large amount of human resources do not need to be consumed, the network state of the terminal can be processed and analyzed normally, and the processing efficiency is improved. And when the network state information is determined to be the network quality coverage type or the network quality performance type, analyzing the network state of the terminal, and analyzing the state of the base station in the geographic range where the terminal is located, so as to determine whether the network quality of the terminal has a problem or not and the cause of the problem, and provide an analysis result.
Fig. 3 is a schematic structural diagram of a device for processing network quality complaint information according to an embodiment of the present invention, and as shown in fig. 3, the device according to this embodiment may include:
a first receiving unit 31, configured to receive network quality complaint information sent by a terminal, where the network quality complaint information includes a terminal identifier;
a sending unit 32, configured to send a first query instruction to the network management platform, where the first query instruction includes a terminal identifier, so that the network management platform determines network state information of a base station corresponding to the terminal identifier;
a second receiving unit 33, configured to receive network status information sent by the network management platform;
the analysis unit 34 is configured to analyze the network state information according to a preset rule tree model, and generate a network analysis result, where the rule tree model includes at least one network analysis rule.
The processing apparatus for network quality complaint information of this embodiment can execute the processing method for network quality complaint information provided by the embodiment of the present invention, and the implementation principles are similar, and are not described herein again.
In this embodiment, network quality complaint information sent by a receiving terminal is used, where the network quality complaint information includes a terminal identifier; sending a first query instruction to a network management platform, wherein the first query instruction comprises a terminal identifier, so that the network management platform determines network state information of a base station corresponding to the terminal identifier; receiving network state information sent by a network management platform; and analyzing the network state information according to a preset rule tree model to generate a network analysis result, wherein the rule tree model comprises at least one network analysis rule. Therefore, a query request can be sent to the network management platform to query the network state information of the base station corresponding to the terminal identification, and the network management platform integrates the functions of a plurality of platforms such as the existing resource management platform, the existing construction planning platform, the existing customer service interaction platform and the like; then, according to the preset rule tree model, the network state information is analyzed and processed to generate a network analysis result, so that a scheme for intelligently processing the network quality complaint event is provided, a large amount of human resources do not need to be consumed, the network state of the terminal can be processed and analyzed normally, and the processing efficiency is improved.
Fig. 4 is a schematic structural diagram of a device for processing network quality complaint information according to an embodiment of the present invention, and based on the embodiment shown in fig. 3, as shown in fig. 4, the device of this embodiment further includes:
a generating unit 41, configured to analyze the network state information and generate network problem category information before the analyzing unit 34 analyzes the network state information according to a preset rule tree model and generates a network analysis result, where the network quality category indicates that the network state information is a network quality coverage category or a network quality performance category;
accordingly, the analysis unit 34 comprises:
a determining module 341, configured to determine, according to a correspondence between the network problem category information and the network analysis rule, a network analysis rule corresponding to the network problem category information;
the analysis module 342 is configured to process the network state information according to a network analysis rule corresponding to the network problem category information, and generate a network analysis result.
The network quality complaint information also comprises position information of the terminal, and the network state information is the removal information of the base station corresponding to the terminal identifier, wherein the removal information represents whether the base station is removed or temporarily quits the network; correspondingly, the network quality category representation network state information is a network quality coverage category; an analysis module 342, comprising:
the first sending sub-module 3421 is configured to send a second query instruction to the network management platform if the relocation information represents that the base station corresponding to the terminal identifier is relocated or temporarily quits the network, where the second query instruction includes location information, so that the network management platform determines station adding information, where the station adding information represents whether a base station is being added at a location adjacent to the location information;
the first receiving submodule 3422 is configured to receive the station adding information sent by the network management platform;
a first generating sub-module 3423, configured to generate a network analysis result if the base station is being added at a position adjacent to the position information, wherein the network analysis result indicates that the network quality complaint problem represented by the network quality complaint information is being solved.
The analysis module 342 further includes:
a first determining sub-module 3424, configured to determine whether a grid with a poor network state exists in a location range where the location information is located according to a grid list if the removal information represents that the base station corresponding to the terminal identifier is not removed or does not temporarily quit the network, where the grid list includes at least one grid, each grid of the at least one grid represents a preset location range, and each grid of the at least one grid has a network state;
a second determining submodule 3425, configured to determine whether there are other base stations in the location range of the location information according to a base station list if there is a grid with a poor network state in the location range of the location information, where the base station list includes base stations in at least one preset location range;
a second generating sub-module 3426, configured to generate a network analysis result if there are other base stations in the location range of the location information, where the network analysis result indicates that a signal amplifier is added in the location range of the location information, or that the terminal is suggested to move to the location of other base stations.
The analysis module 342 further includes:
a third determining submodule 3427, configured to determine whether there are other base stations in the planning in the location range where the location information is located according to a matching list if there are no other base stations in the location range where the location information is located, where the matching list includes at least one preset location range of other base stations in the planning;
a third generating sub-module 3428, configured to generate a network analysis result if there are other base stations in the plan within the location range where the location information is located, where the network analysis result represents that the network quality complaint problem represented by the network quality complaint information is being solved;
a fourth generating sub-module 3429, configured to generate a network analysis result if there are no other base stations in the plan within the location range where the location information is located, where the network analysis result indicates that a signal amplifier is added within the location range where the location information is located, or that the terminal is suggested to move to the location where another base station is located.
The analysis module 342 further includes:
the second sending sub-module 34210 is configured to send a third query instruction to the network management platform if there is no grid with a poor network state in the location range where the location information is located, where the third query instruction includes a terminal identifier, so that the network management platform determines IMSI information corresponding to the terminal identifier;
the second receiving submodule 34211 is configured to receive the IMSI information sent by the network management platform, and determine, according to a correspondence between the IMSI information and the MR information, MR information corresponding to the IMSI information;
the calculation submodule 34212 is configured to calculate, according to the MR information, a good coverage of the antenna occupied by the terminal;
a fifth generation submodule 34213, configured to generate a network analysis result if the good coverage is greater than or equal to a preset threshold, where the network analysis result represents that the network quality of the terminal is good;
the first executing sub-module 34214 is configured to execute the step of determining whether there are other base stations in the location range where the location information is located according to the base station list by the second determining sub-module 3425 if the good coverage is smaller than the preset threshold.
The analysis module 342 further includes:
the second performing sub-module 34215 is configured to, when it is determined that the added station information indicates that no base station is being added to the position adjacent to the position information, perform the step of determining, by the second determining sub-module 3425, whether there is another base station within the position range where the position information is located according to the base station list.
Or the network state information is base station running state information corresponding to the terminal identification, RTWP information corresponding to the terminal identification and the number of users under the base station corresponding to the terminal identification, and the network quality type representation network state information is a network quality performance type; correspondingly, the analysis module 342 is specifically configured to:
if the base station operation state information represents that the base station is not operated normally, generating a network analysis result, wherein the network analysis result represents that the base station corresponding to the terminal identification has a network fault; if the numerical value represented by the RTWP information is smaller than a second preset threshold value, generating a network analysis result, wherein the network analysis result represents that a network interference problem exists; and if the number of the users is larger than a third preset threshold value, generating a network analysis result, wherein the network analysis result represents that the network capacity problem exists.
The processing apparatus for network quality complaint information of this embodiment can execute another processing method for network quality complaint information provided by the embodiment of the present invention, and the implementation principles are similar, and are not described herein again.
In this embodiment, network quality complaint information sent by a receiving terminal is used, where the network quality complaint information includes a terminal identifier; sending a first query instruction to a network management platform, wherein the first query instruction comprises a terminal identifier, so that the network management platform determines network state information of a base station corresponding to the terminal identifier; receiving network state information sent by a network management platform; and analyzing the network state information according to a preset rule tree model to generate a network analysis result, wherein the rule tree model comprises at least one network analysis rule. Therefore, a query request can be sent to the network management platform to query the network state information of the base station corresponding to the terminal identification, and the network management platform integrates the functions of a plurality of platforms such as the existing resource management platform, the existing construction planning platform, the existing customer service interaction platform and the like; then, according to the preset rule tree model, the network state information is analyzed and processed to generate a network analysis result, so that a scheme for intelligently processing the network quality complaint event is provided, a large amount of human resources do not need to be consumed, the network state of the terminal can be processed and analyzed normally, and the processing efficiency is improved. And when the network state information is determined to be the network quality coverage type or the network quality performance type, analyzing the network state of the terminal, and analyzing the state of the base station in the geographic range where the terminal is located, so as to determine whether the network quality of the terminal has a problem or not and the cause of the problem, and provide an analysis result.
Fig. 5 is a block diagram illustrating a server 1900 in accordance with an example embodiment. Referring to FIG. 5, the server 1900 includes a processing component 1922 further including one or more processors and memory resources, represented by memory 1932, for storing instructions, e.g., applications, executable by the processing component 1922. The application programs stored in memory 1932 may include one or more modules that each correspond to a set of instructions. Further, processing component 1922 is configured to execute instructions to perform a method of processing network quality complaint information described above, the method comprising:
receiving network quality complaint information sent by a terminal, wherein the network quality complaint information comprises a terminal identifier;
sending a first query instruction to a network management platform, wherein the first query instruction comprises a terminal identifier, so that the network management platform determines network state information of a base station corresponding to the terminal identifier;
receiving network state information sent by a network management platform;
and analyzing the network state information according to a preset rule tree model to generate a network analysis result, wherein the rule tree model comprises at least one network analysis rule.
The server 1900 may further include a power component 1926 configured to perform power management of the server 1900, a wired or wireless network interface 1950 configured to connect the server 1900 to a network, and an input/output (I/O) interface 1958. Server 1900 may operate based on an operating system stored in memory 1932, such as Windows Server, Mac OS XTM, UnixTM, LinuxTM, FreeBSDTM, or the like.
Other embodiments of the disclosure will be apparent to those skilled in the art from consideration of the specification and practice of the disclosure disclosed herein. This application is intended to cover any variations, uses, or adaptations of the disclosure following, in general, the principles of the disclosure and including such departures from the present disclosure as come within known or customary practice within the art to which the disclosure pertains. It is intended that the specification and examples be considered as exemplary only, with a true scope and spirit of the disclosure being indicated by the following claims.
It will be understood that the present disclosure is not limited to the precise arrangements described above and shown in the drawings and that various modifications and changes may be made without departing from the scope thereof. The scope of the present disclosure is limited only by the appended claims.
Claims (10)
1. A method for processing network quality complaint information is characterized by comprising the following steps:
receiving network quality complaint information sent by a terminal, wherein the network quality complaint information comprises a terminal identifier;
sending a first query instruction to a network management platform, wherein the first query instruction comprises the terminal identifier, so that the network management platform determines network state information of a base station corresponding to the terminal identifier;
receiving the network state information sent by the network management platform;
analyzing the network state information according to a preset rule tree model to generate a network analysis result, wherein the rule tree model comprises at least one network analysis rule;
before analyzing and processing the network state information according to the preset rule tree model and generating a network analysis result, the method further comprises the following steps:
analyzing and processing the network state information to generate network problem category information, wherein the network quality category represents that the network state information is a network quality coverage category or a network quality performance category;
correspondingly, the analyzing and processing the network state information according to the preset rule tree model to generate a network analysis result includes:
determining a network analysis rule corresponding to the network problem category information according to the corresponding relation between the network problem category information and the network analysis rule;
processing the network state information according to a network analysis rule corresponding to the network problem category information to generate a network analysis result;
the network quality complaint information also comprises position information of a terminal, and the network state information is the removal information of the base station corresponding to the terminal identification, wherein the removal information represents whether the base station is removed or temporarily quits the network;
correspondingly, the network quality category characterization network state information is a network quality coverage category;
the processing the network state information according to the network analysis rule corresponding to the network problem category information to generate the network analysis result includes:
if the removal information represents that the base station corresponding to the terminal identifier is removed or temporarily quits the network, sending a second query instruction to the network management platform, wherein the second query instruction comprises the position information so that the network management platform determines station adding information, and the station adding information represents whether a base station is added at a position adjacent to the position information;
receiving station adding information sent by the network management platform;
and if the base station is added at the position adjacent to the position information represented by the station adding information, generating a network analysis result, wherein the network analysis result represents that the network quality complaint problem represented by the network quality complaint information is being solved.
2. The method of claim 1, further comprising:
if the removal information represents that the base station corresponding to the terminal identifier is not removed or temporarily quits the network, determining whether a grid with a poor network state exists in a position range of the position information according to a grid list, wherein the grid list comprises at least one grid, each grid in the at least one grid represents a preset position range, and each grid in the at least one grid has a network state;
if the grid with the poor network state exists in the position range of the position information, determining whether other base stations exist in the position range of the position information according to a base station list, wherein the base station list comprises the base stations in at least one preset position range;
and if other base stations exist in the position range of the position information, generating a network analysis result, wherein the network analysis result represents that a signal amplifier is added in the position range of the position information or that the terminal moves to the position of other base stations.
3. The method of claim 2, further comprising:
if no other base station exists in the position range of the position information, determining whether other base stations in the plan exist in the position range of the position information according to a matching list, wherein the matching list comprises other base stations in the plan in at least one preset position range;
if other base stations in the plan exist in the position range of the position information, generating a network analysis result, wherein the network analysis result represents that the network quality complaint problem represented by the network quality complaint information is being solved;
and if the position information is not in other planned base stations in the position range, generating a network analysis result, wherein the network analysis result represents that a signal amplifier is added in the position range of the position information or the terminal is recommended to move to the positions of other base stations.
4. The method of claim 2 or 3, further comprising:
if the location information does not have a grid with a poor network state in the location range, sending a third query instruction to the network management platform, wherein the third query instruction comprises the terminal identifier, so that the network management platform determines International Mobile Subscriber Identity (IMSI) information corresponding to the terminal identifier;
receiving the IMSI information sent by the network management platform, and determining MR information corresponding to the IMSI information according to the corresponding relation between the IMSI information and measurement report MR information;
calculating the good coverage rate of the antenna occupied by the terminal according to the MR information;
if the good coverage rate is larger than or equal to a preset threshold value, generating a network analysis result, wherein the network analysis result represents that the network quality of the terminal is good;
and if the good coverage rate is smaller than a preset threshold value, executing the step of determining whether other base stations exist in the position range of the position information according to the base station list.
5. The method of claim 2 or 3, further comprising:
and when it is determined that the base station is not added at the position adjacent to the position information represented by the station adding information, executing the step of determining whether other base stations exist in the position range of the position information according to the base station list.
6. A device for processing network quality complaint information, comprising:
a first receiving unit, configured to receive network quality complaint information sent by a terminal, where the network quality complaint information includes a terminal identifier;
a sending unit, configured to send a first query instruction to a network management platform, where the first query instruction includes the terminal identifier, so that the network management platform determines network state information of a base station corresponding to the terminal identifier;
a second receiving unit, configured to receive the network state information sent by the network management platform;
the analysis unit is used for analyzing and processing the network state information according to a preset rule tree model to generate a network analysis result, wherein the rule tree model comprises at least one network analysis rule;
the device, still include:
the generating unit is used for analyzing and processing the network state information to generate network problem category information before the analyzing unit analyzes and processes the network state information according to a preset rule tree model to generate a network analysis result, wherein the network quality category representation network state information is a network quality coverage category or a network quality performance category;
correspondingly, the analysis unit comprises:
the determining module is used for determining a network analysis rule corresponding to the network problem category information according to the corresponding relation between the network problem category information and the network analysis rule;
the analysis module is used for processing the network state information according to a network analysis rule corresponding to the network problem category information to generate a network analysis result;
the network quality complaint information also comprises position information of a terminal, and the network state information is the removal information of the base station corresponding to the terminal identification, wherein the removal information represents whether the base station is removed or temporarily quits the network;
correspondingly, the network quality category characterization network state information is a network quality coverage category;
the analysis module comprises:
a first sending sub-module, configured to send a second query instruction to the network management platform if the relocation information represents that the base station corresponding to the terminal identifier is relocated or temporarily quits the network, where the second query instruction includes the location information, so that the network management platform determines station adding information, where the station adding information represents whether a base station is being added at a location adjacent to the location information;
the first receiving submodule is used for receiving the station adding information sent by the network management platform;
and the first generation submodule is used for generating a network analysis result if the base station is added at the position adjacent to the position information, wherein the network analysis result represents that the network quality complaint problem represented by the network quality complaint information is being solved.
7. The apparatus of claim 6, wherein the analysis module further comprises:
a first determining submodule, configured to determine, if the removal information represents that the base station corresponding to the terminal identifier is not removed or does not temporarily quit the network, whether a grid with a poor network state exists in a location range where the location information is located according to a grid list, where the grid list includes at least one grid, each grid of the at least one grid represents a preset location range, and each grid of the at least one grid has a network state;
a second determining submodule, configured to determine whether there are other base stations in the location range of the location information according to a base station list if there is a grid with a poor network state in the location range of the location information, where the base station list includes base stations in at least one preset location range;
and the second generation submodule is used for generating a network analysis result if other base stations exist in the position range of the position information, wherein the network analysis result represents that a signal amplifier is added in the position range of the position information or the terminal is recommended to move to the positions of the other base stations.
8. The apparatus of claim 7, wherein the analysis module further comprises:
a third determining submodule, configured to determine whether there are other base stations in the planning in the location range of the location information according to a matching list if there are no other base stations in the location range of the location information, where the matching list includes at least one preset location range of other base stations in the planning;
a third generation submodule, configured to generate a network analysis result if there are other base stations in the plan within the location range of the location information, where the network analysis result represents that the network quality complaint problem represented by the network quality complaint information is being solved;
and a fourth generation submodule, configured to generate a network analysis result if the location information is not in the planned other base station within the location range, where the network analysis result indicates that a signal amplifier is added in the location range where the location information is located, or that the terminal is suggested to move to a location where another base station is located.
9. The apparatus of claim 7 or 8, wherein the analysis module further comprises:
a second sending sub-module, configured to send a third query instruction to the network management platform if there is no grid with a poor network state in a location range of the location information, where the third query instruction includes the terminal identifier, so that the network management platform determines IMSI information corresponding to the terminal identifier;
the second receiving submodule is used for receiving the IMSI information sent by the network management platform and determining MR information corresponding to the IMSI information according to the corresponding relation between the IMSI information and the MR information;
the calculation submodule is used for calculating the good coverage rate of the antenna occupied by the terminal according to the MR information;
a fifth generation submodule, configured to generate a network analysis result if the good coverage is greater than or equal to a preset threshold, where the network analysis result represents that the network quality of the terminal is good;
and the first execution submodule is used for executing the step of the second determination submodule of determining whether other base stations exist in the position range of the position information according to the base station list if the good coverage rate is smaller than a preset threshold value.
10. The apparatus of claim 7 or 8, wherein the analysis module further comprises:
and a second execution submodule, configured to execute, when it is determined that the base station is not being added to the position where the added station information indicates the position adjacent to the position information, the step of determining, by the second determination submodule, whether there is another base station in the position range where the position information is located according to the base station list.
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| CN110493806B (en) * | 2018-05-15 | 2022-08-05 | 中国移动通信集团浙江有限公司 | Mobile network complaint source tracing method and device |
| CN109104490A (en) * | 2018-08-29 | 2018-12-28 | 北京达佳互联信息技术有限公司 | Service identification management method, device, electronic equipment and storage medium |
| CN109213832A (en) * | 2018-09-07 | 2019-01-15 | 湖南华诺科技有限公司 | A kind of method that four-dimension five-step approach reduces customer complaint |
| CN109271160B (en) * | 2018-09-29 | 2022-04-26 | 京东科技控股股份有限公司 | Activity rule establishing method, activity rule establishing device, computer system and medium |
| CN111294730B (en) * | 2018-12-07 | 2021-07-23 | 中国移动通信集团陕西有限公司 | Method and device for processing network problem complaint information |
| CN112702764A (en) * | 2019-10-23 | 2021-04-23 | 中国移动通信有限公司研究院 | Measurement report data transmission method, device, equipment and storage medium |
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