CN108260150A - A kind of network communication problem determination processing method and device - Google Patents
A kind of network communication problem determination processing method and device Download PDFInfo
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- CN108260150A CN108260150A CN201611248110.5A CN201611248110A CN108260150A CN 108260150 A CN108260150 A CN 108260150A CN 201611248110 A CN201611248110 A CN 201611248110A CN 108260150 A CN108260150 A CN 108260150A
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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
- 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
- H04L41/507—Filtering out customers affected by service problems
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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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Abstract
The embodiment of the present invention provides a kind of network communication problem determination processing method and device.The method includes：It obtains and complains work order information, the complaint work order information includes at least：The thin item of problem, subscriber directory number and complaint time；Signaling data of the Subscriber Number in the default historical time section before the complaint time is recalled according to the Subscriber Number, obtains and complains problem as target apart from the complaint time nearest complaint problem；It is user plane problem or control plane problem that the thin item of the problem of complaining the corresponding network problem type of problem according to target described in target complaint problem determination, and problem being complained to correspond to according to the target, which judges that the target complains problem,.Described device is used to perform the above method.Method and device provided in an embodiment of the present invention improves network communication problem judgement efficiency.
Description
Technical field
The present embodiments relate to field of communication technology more particularly to a kind of network communication problem determination processing method and dresses
It puts.
Background technology
With the development of science and technology, application of the wireless communication in people live is more and more, people want wireless communication
Ask also higher and higher.Since network problem either user terminal problem can cause user to use in network development process by complaining way
Relevant issues are fed back by radial direction operator, basic for problem is complained to be solved the problems, such as when carrying out problem determination processing.
Under the conditions of the prior art, traditional processing mode is to capture the related signaling of the user by professional to be divided
Analysis judges user plane or control plane problem, and then based on the original xdr numbers of interface acquisition according to the content of customer complaint first
According to the relevant signaling of user is obtained, customer complaint key-machine analysis is carried out for user plane or control plane, carry out problem is sentenced
It is disconnected.Above-mentioned algorithm is for complaining the processing of problem not to be completely covered, and the index threshold values in above-mentioned algorithm is required for basis
Field experience determines that network communication problem judgement efficiency is very low.
Invention content
For the defects in the prior art, the embodiment of the present invention provides a kind of network communication problem determination processing method and dress
It puts.
On the one hand, the embodiment of the present invention provides a kind of network communication problem determination processing method, including：
It obtains and complains work order information, the complaint work order information includes at least：The thin item of problem, subscriber directory number and complaint
Time；
The Subscriber Number is recalled in the default historical time section before the complaint time according to the Subscriber Number
Signaling data, obtain apart from the complaint time nearest complaint problem as target complaint problem；
The target according to the target complains problem determination complains the corresponding network problem type of problem, and according to described
It is user plane problem or control plane problem that the thin item of the problem of target complains problem to correspond to, which judges that the target complains problem,.
Further, the target according to the target complains problem determination complains the corresponding network problem class of problem
Type, including：
The target according to the target complains problem determination complains the corresponding network problem type of problem to be asked for 4G networks
Topic, 3G network problem or 2G network problems.
Further, the problem of problem being complained to correspond to according to the target thin item judges that the target complaint problem is
User plane problem or control plane problem, including：
If judge to know that the target complains problem to there is disconnection problem or network signal not when slow problem of surfing the Internet, online
Any one or combination in stable problem, then it is user plane problem to judge that the target complains problem；It is otherwise, it is determined that described
Target complains problem face problem in order to control.
Further, the method further includes：
After judging that the target complains problem as user plane problem, according to the Subscriber Number in the complaint time
The signaling data in default historical time section before, if judging to know that DNS query fails, according in the signaling data
It is core net problem or customer problem that feature field, which judges that the target complains problem,.
Further, the method further includes：
After the judgement target complaint problem in order to control face problem, according to the Subscriber Number in the complaint time
The signaling data in default historical time section before, if judge know the signaling data include 2G network signaling datas,
At least arbitrary two class network signaling data in 3G network signaling data or 4G network signaling datas then judges that the target is complained
Problem is wireless network covering problem.
On the other hand, the embodiment of the present invention provides a kind of network communication problem determination processing device, including：
First acquisition unit complains work order information for obtaining, and the complaint work order information includes at least：The thin item of problem,
Subscriber directory number and complaint time；
Second acquisition unit, for recalling the Subscriber Number before the complaint time according to the Subscriber Number
Signaling data in default historical time section is obtained and is asked apart from the complaint time nearest complaint problem as target complaint
Topic；
Identifying unit complains the corresponding network problem class of problem for the target according to target complaint problem determination
Type, and thin item judges that the target complaint problem is user plane problem or control the problem of problem is complained to correspond to according to the target
Face problem.
Further, the identifying unit is specifically used for：
The target according to the target complains problem determination complains the corresponding network problem type of problem to be asked for 4G networks
Topic, 3G network problem or 2G network problems.
Further, the identifying unit is specifically used for：
If judge to know that the target complains problem to there is disconnection problem or network signal not when slow problem of surfing the Internet, online
Any one or combination in stable problem, then it is user plane problem to judge that the target complains problem；It is otherwise, it is determined that described
Target complains problem face problem in order to control.
Further, the identifying unit includes：
First judgement subelement, after complaining problem as user plane problem in the judgement target, according to the use
Signaling data of the family number in the default historical time section before the complaint time, if judging to know that DNS query fails,
It is core net problem or customer problem that feature field in the signaling data, which judges that the target complains problem,.
Further, the identifying unit includes：
Second judgement subelement, for judging that the target complains problem in order to control after the problem of face, according to the use
Signaling data of the family number in the default historical time section before the complaint time, if judging to know in the signaling data
Including at least arbitrary two classes network signal number in 2G network signaling datas, 3G network signaling data or 4G network signaling datas
According to it is wireless network covering problem then to judge that the target complains problem.Network communication problem provided in an embodiment of the present invention is sentenced
Processing method and processing device is determined, by recalling default history of the Subscriber Number before the time is complained according to the complaint work order got
Signaling data in period obtains and complains its corresponding network problem of problem determination apart from the complaint time nearest target
Type, and thin item judges that the target complaint problem is user plane problem or control the problem of problem is complained to correspond to according to the target
Face problem processed improves the efficiency of judgement network communication problem.
Description of the drawings
In order to illustrate more clearly about the embodiment of the present invention or technical scheme of the prior art, to embodiment or will show below
There is attached drawing needed in technology description to be briefly described, it should be apparent that, the accompanying drawings in the following description is this hair
Some bright embodiments, for those of ordinary skill in the art, without creative efforts, can be with root
Other attached drawings are obtained according to these attached drawings.
Fig. 1 is the flow diagram of network communication problem determination processing method provided in an embodiment of the present invention；
Fig. 2 is the overall flow schematic diagram of network communication problem determination processing method provided in an embodiment of the present invention；
Fig. 3 is the structure diagram of network communication problem determination processing device that one embodiment of the invention provides；
Fig. 4 is the structure diagram of network communication problem determination processing device that another embodiment of the present invention provides；
Fig. 5 is the structure diagram of network communication problem determination processing device that further embodiment of this invention provides；
Fig. 6 is electronic equipment entity apparatus structure diagram provided in an embodiment of the present invention.
Specific embodiment
Purpose, technical scheme and advantage to make the embodiment of the present invention are clearer, below in conjunction with the embodiment of the present invention
In attached drawing, the technical solution in the embodiment of the present invention is explicitly described, it is clear that described embodiment be the present invention
Part of the embodiment, instead of all the embodiments.Based on the embodiments of the present invention, those of ordinary skill in the art are not having
All other embodiments obtained under the premise of creative work are made, shall fall within the protection scope of the present invention.
Fig. 1 is the flow diagram of network communication problem determination processing method provided in an embodiment of the present invention, such as Fig. 1 institutes
Show, the present embodiment provides a kind of network communication problem determination processing method, including：
S101, it obtains and complains work order information, the complaint work order information includes at least：The thin item of problem, subscriber directory number
With the complaint time；
Specifically, network communication problem determination processing device, which obtains, complains work order information, and the complaint work order information is at least
Including：The thin item of problem, subscriber directory number and complaint time can also include other information, be not specifically limited herein.
S102, default historical time of the Subscriber Number before the complaint time is recalled according to the Subscriber Number
Signaling data in section obtains and complains problem as target apart from the complaint time nearest complaint problem；
Specifically, described device is pre- before the complaint time according to the Subscriber Number acquisition Subscriber Number
If the signaling data in historical time section, and recall the signaling data and obtain apart from nearest time point complaint time
Complaint problem complains problem as target.It is understood that the default historical time section can be a hour, it can also
Other times section is set as, can be specifically adjusted according to actual conditions, be not specifically limited herein.
S103, the target according to the target complains problem determination complain the corresponding network problem type of problem, and root
It is user plane problem or control plane problem that the thin item of the problem of problem being complained to correspond to according to the target, which judges that the target complains problem,.
Specifically, described device complains the corresponding network formats of problem to judge that the target complains problem according to the target
Corresponding network problem type, and thin item judges that the target complaint problem is the problem of problem is complained to correspond to according to the target
User plane problem or control plane problem.If it is understood that the target complains problem to exist under each network formats
The target complains problem, then according to 4G network problems>3G network problem or>The priority of 2G network problems carries out the target
The judgement of complaint problem, is adjusted also according to actual conditions, is not specifically limited herein.
Network communication problem determination processing method provided in an embodiment of the present invention, by being returned according to the complaint work order got
Trace back signaling data of the Subscriber Number in the default historical time section before complaining the time, obtains nearest apart from the complaint time
Target complain problem determination its corresponding network problem type, and thin item is sentenced the problem of problem is complained to correspond to according to the target
It is user plane problem or control plane problem that the fixed target, which complains problem, improves the efficiency of judgement network communication problem.
On the basis of above-described embodiment, further, the target according to the target complains problem determination is thrown
Tell the corresponding network problem type of problem, including：
The target according to the target complains problem determination complains the corresponding network problem type of problem to be asked for 4G networks
Topic, 3G network problem or 2G network problems.
Specifically, described device is by recalling default historical time section of the Subscriber Number before the complaint time
If interior signaling data complains problem to judge to know that the target complains problem as the throwing under 4G network formats according to the target
Tell problem, then it is 4G network problems to judge that the target complains the corresponding network problem type of problem；If the mesh is known in judgement
Complaint problem is marked as the complaint problem under 3G network standard, then judges that the corresponding network problem type of the target complaint problem is
3G network problem；If judge to know that the target complains problem to judge the target as the complaint problem under 2G network formats
The corresponding network problem type of complaint problem is 2G network problems.
Network communication problem determination processing method provided in an embodiment of the present invention, by being returned according to the complaint work order got
Trace back signaling data of the Subscriber Number in the default historical time section before complaining the time, obtains nearest apart from the complaint time
Target complain problem determination its corresponding network problem type, and thin item is sentenced the problem of problem is complained to correspond to according to the target
It is user plane problem or control plane problem that the fixed target, which complains problem, improves the efficiency of judgement network communication problem.
On the basis of above-described embodiment, further, the problem of problem being complained to correspond to according to the target thin item
It is user plane problem or control plane problem to judge that the target complains problem, including：
If judge to know that the target complains problem to there is disconnection problem or network signal not when slow problem of surfing the Internet, online
Any one or combination in stable problem, then it is user plane problem to judge that the target complains problem；It is otherwise, it is determined that described
Target complains problem face problem in order to control.
Specifically, if described device thin item judgement according to the problem of target complaint problem knows that the target complaint is asked
Occurs any one or combination in disconnection problem or network signal instability problem when entitled slow problem of surfing the Internet, online, then
It is user plane problem to judge that the target complains problem；It is not online that if described device judgement, which knows that the target complains problem,
Occur any one in disconnection problem or network signal instability problem when slow problem, online, then judge that the target is complained
Problem face problem in order to control.
Network communication problem determination processing method provided in an embodiment of the present invention, by being returned according to the complaint work order got
Trace back signaling data of the Subscriber Number in the default historical time section before complaining the time, obtains nearest apart from the complaint time
Target complain problem determination its corresponding network problem type, and thin item is sentenced the problem of problem is complained to correspond to according to the target
It is user plane problem or control plane problem that the fixed target, which complains problem, improves the efficiency of judgement network communication problem.
On the basis of above-described embodiment, further, the method further includes：
After judging that the target complains problem as user plane problem, according to the Subscriber Number in the complaint time
The signaling data in default historical time section before, if judging to know that DNS query fails, according in the signaling data
It is core net problem or customer problem that feature field, which judges that the target complains problem,.
Specifically, described device further carries out user after judging that the target complains problem as user plane problem
Face case study, default historical time section of the described device according to the Subscriber Number got before the complaint time
Interior signaling data, if judge to know the target complain problem as user plane domain name system (Domain Name System,
DNS) inquiry failure, then feature field in the signaling data judge the target complain problem for core net problem or
Customer problem.Wherein, the feature field in the signaling data judges that the target complains problem to be asked for core net
Topic or customer problem specifically include：If dns server is known in feature field judgement of the described device in the signaling data
It is abnormal then to judge that the target complains problem be core net problem；If mobile management entity (Mobile is known in judgement
Managenment Entity, MME) or Serving GPRS Support Node (Serving GPRS Support Node, SGSN) dimension
The DNS query frequency of failure and the DNS query failure total degree ratio abnormal, the judgement that is more than 30% determining MME/SGSN
It is core net problem that the target, which complains problem,；If the DNS query frequency of failure and the institute of the MME/SGSN dimensions are known in judgement
The ratio for stating DNS query failure total degree is not more than 30%, it is determined that dns server is abnormal, judges that the target complains problem
For core net problem；Judge that the target complains problem as customer problem if judging to know domain name mistake.It should be noted that
If it is not user plane DNS query failure problem that described device judgement, which knows that the target complains problem, user is further carried out
Face transmission control protocol (Transmission Control Protocol, TCP) three-way handshake process analysis.
Network communication problem determination processing method provided in an embodiment of the present invention, by being returned according to the complaint work order got
Trace back signaling data of the Subscriber Number in the default historical time section before complaining the time, obtains nearest apart from the complaint time
Target complain problem determination its corresponding network problem type, and thin item is sentenced the problem of problem is complained to correspond to according to the target
It is user plane problem or control plane problem, and user plane problem is further analyzed that the fixed target, which complains problem, is carried
The high efficiency of judgement network communication problem.
On the basis of above-described embodiment, further, the method further includes：
After the judgement target complaint problem in order to control face problem, according to the Subscriber Number in the complaint time
The signaling data in default historical time section before, if judge know the signaling data include 2G network signaling datas,
At least arbitrary two class network signaling data in 3G network signaling data or 4G network signaling datas then judges that the target is complained
Problem is wireless network covering problem.
Specifically, described device is judging that the target complaint problem after the problem of face, is further controlled in order to control
Face case study, default historical time section of the described device according to the Subscriber Number got before the complaint time
Interior signaling data, if judging to know that the signaling data includes 2G network signaling datas, 3G network signaling data or 4G nets
At least arbitrary two class network signaling data in network signaling data then judges that the target complains problem to be asked for wireless network covering
Topic；If judgement, which is known, only includes 2G network signaling datas, 3G network signaling data or 4G network signal numbers in the signaling data
Any type network signaling data in then further carries out signaling process analysis.
Network communication problem determination processing method provided in an embodiment of the present invention, by being returned according to the complaint work order got
Trace back signaling data of the Subscriber Number in the default historical time section before complaining the time, obtains nearest apart from the complaint time
Target complain problem determination its corresponding network problem type, and thin item is sentenced the problem of problem is complained to correspond to according to the target
It is user plane problem or control plane problem, and control plane problem is further analyzed that the fixed target, which complains problem, is carried
The high efficiency of judgement network communication problem.
With reference to the overall flow schematic diagram of network communication problem determination processing method to provided in an embodiment of the present invention
Network communication problem determination processing method is further detailed, and Fig. 2 is network communication problem provided in an embodiment of the present invention
The overall flow schematic diagram of determination processing method, as shown in Fig. 2, the network communication problem determination processing method specifically includes：
S1, it obtains and complains work order information；Network communication problem determination processing device, which obtains, complains work order information, the complaint
Work order information includes at least：The thin item of problem, subscriber directory number and complaint time can also include other information, not do herein
It is specific to limit；Then, step S2 is performed；
S2, judgement network problem type；Described device obtains the Subscriber Number in the throwing according to the Subscriber Number
The signaling data in default historical time section before telling the time, and recall the signaling data and obtain apart from the complaint time
The complaint problem at nearest time point complains problem as target；The corresponding network formats judgement of problem is complained according to the target
It is 4G network problems, 3G network problem or 2G network problems that the target, which complains the corresponding network problem type of problem,；Wherein, if
The target complains problem to there are problems that the target is complained under each network formats, then according to 4G network problems>3G nets
Network problem or>The priority of 2G network problems carries out the judgement that the target complains problem, is adjusted also according to actual conditions,
It is not specifically limited herein；Then, step S3 is performed；
S3, determine whether user plane problem；If the thin item of the problem of described device complains problem according to the target judges
Know when the target complains problem to be not and surf the Internet slow problem, online and occur in disconnection problem or network signal instability problem
Any one, then judge that the target complains problem face problem in order to control, then, perform step S4；Described device is according to institute
If it states the thin item of the problem of target complains problem to judge to know that the target complains problem when slow problem of surfing the Internet, online to break
Any one or combination in problem or network signal instability problem then judges that the target complains problem to be asked for user plane
Then topic, performs step S9；
S4, analysis and Control face problem；Described device performs after the judgement target complaint problem in order to control face problem
Step S5 further carries out control plane case study；
S5, judge whether different system operatio；Described device is according to the Subscriber Number got in the complaint time
The signaling data in default historical time section before, if judge know the signaling data include 2G network signaling datas,
At least arbitrary two class network signaling data in 3G network signaling data or 4G network signaling datas then judges that the target is complained
Problem is wireless network covering problem；If judgement, which is known, only includes 2G network signaling datas, 3G network letter in the signaling data
Any type network signaling data in data or 4G network signaling datas is enabled, then performs step S6；
S6, judge whether that signaling process fails；If it is informed in before the complaint time according to signaling data judgement
Default historical time section in same error occurrence number be more than the first preset times, then carry out signaling process failure cause point
Otherwise analysis, performs step S7；Wherein, the mistake includes attachment failure, packet data protocol (Packet Data
Protoco, PDP) activation failure, Routing Area Update failure, PS paging failures, default bearing foundation failure and tracing section updating mistake
It loses；First preset times can be 3 times, can also be adjusted according to actual conditions, be not specifically limited herein.
Specifically, unsuccessfully occur if judging to be informed in the attachment in the default historical time section complained before the time
Number be more than the preset times, then further judge corresponding signaling process failure cause：If the signaling process failure
Reason is that user data service function problem then judges that the target complaint problem is customer problem；If the signaling process failure
Reason is that network failure problem then judges that the target complaint problem is core net problem or wireless network problem；If the signaling flow
Journey failure cause is that inadequate resource problem then judges that the target complaint problem is core net problem；If the signaling process failure
Reason is that weak covering problem then judges that the target complaint problem is wireless network problem；If the signaling process failure cause be except
It is customer problem that other reasons other than above-mentioned reason, which then judge that the target complains problem,.
If time that the PDP activation unsuccessfully occurs in the default historical time section before judging to be informed in the complaint time
Number is more than the preset times, then further judges corresponding signaling process failure cause：If the signaling process failure cause
It is customer problem then to judge that the target complains problem for unknown access point (Access Point Name, APN) problem；If institute
It is that unknown pdp address or unknown PDP type problems then judge that the target complaint problem is user to state signaling process failure cause
Problem；It is customer problem to judge that the target complains problem if being failed authentication problem if the signaling process failure cause；If
The signaling process failure cause swashs for Gateway GPRS Support Node (Gateway GPRS Support Node, GGSN) refusal
It is customer problem that problem living, which then judges that the target complains problem,；If the signaling process failure cause is not supported for business option
It is customer problem that problem, which then judges that the target complains problem,；If the signaling process failure cause be request business option not
It is customer problem that matching problem, which then judges that the target complains problem,；If the signaling process failure cause is inadequate resource problem
It is core net problem then to judge that the target complains problem；Judge if the signaling process failure cause is network failure problem
It is core net problem or wireless network problem that the target, which complains problem,；If the signaling process failure cause for SGSN MME loads
It is core net problem that problem, which then judges that the target complains problem,；If the signaling process failure cause is in addition to above-mentioned reason
Other reasons then judge that the target complains problem face other problems in order to control.
If the Routing Area Update unsuccessfully occurs in the default historical time section before judging to be informed in the complaint time
Number be more than the preset times, then further judge corresponding signaling process failure cause：If the signaling process failure
Reason is that user data service function problem then judges that the target complaint problem is customer problem；If the signaling process failure
Reason is that the unavailable problem of authentication then judges that the target complaint problem is customer problem；If the signaling process failure cause is
It is customer problem that authentication refusal problem, which then judges that the target complains problem,；If the signaling process failure cause is network failure
It is core net problem or wireless network problem that problem, which then judges that the target complains problem,；If the signaling process failure cause is weak
It is wireless network problem that covering problem, which then judges that the target complains problem,；If the signaling process failure cause is except above-mentioned reason
Other reasons in addition then judge that the target complains problem face other problems in order to control.
If time that the PS paging failures occur in the default historical time section before judging to be informed in the complaint time
Number is more than the preset times, then further judges corresponding signaling process failure cause：If the signaling process failure cause
It is wireless network problem then to judge that the target complains problem for weak covering problem.
If the default bearing foundation unsuccessfully goes out in the default historical time section before judging to be informed in the complaint time
Existing number is more than the preset times, then further judges corresponding signaling process failure cause：If the signaling process loses
It is that acceptance problem does not judge that the target complaint problem is user terminal problem then to terminal models to lose reason；If the signaling process
Failure cause is does not allow Evolved Packet Core system (Evolved Packet System, EPS) service problem then to judge
It is customer problem that the target, which complains problem,；Judge if the signaling process failure cause is user data service function problem
It is customer problem that the target, which complains problem,；If the signaling process failure cause is ether Switching Module (Ethernet
Switching Module, ESM) then to judge that the target complains problem be core net problem to failure problem；If the signaling flow
Journey failure cause is that congestion problems then judge that the target complaint problem is core net problem；If the signaling process failure cause
It is core net problem then to judge that the target complains problem for core network data Problem-Error；If the signaling process failure cause
Then judge that the target complains problem face other problems in order to control for the other reasons in addition to above-mentioned reason.
If the tracing section updating unsuccessfully occurs in the default historical time section before judging to be informed in the complaint time
Number be more than the preset times, then further judge corresponding signaling process failure cause：If the signaling process failure
Reason is that network failure problem then judges that the target complaint problem is core net problem or wireless network problem；If the signaling flow
Journey failure cause is that wireless interface procedure failure problem then judges that the target complaint problem is customer problem；If the signaling flow
Journey failure cause is that user data service function problem then judges that the target complaint problem is customer problem；If the signaling flow
Journey failure cause is that core network data Problem-Error then judges that the target complaint problem is core net problem；If the signaling flow
Journey failure cause is that terminal does not support data service problem then to judge that the target complaint problem is customer problem；If the signaling
Flow failure cause is that weak covering problem then judges that the target complaint problem is wireless network problem；If the signaling process failure
Reason is that user data service function problem then judges that the target complaint problem is customer problem；If the signaling process failure
Reason then judges that the target complains problem face other problems in order to control for the other reasons in addition to above-mentioned reason.
S7, judge whether signaling abnormal behavior；Signaling abnormal behavior problem is judged whether according to the signaling data,
Wherein, the signaling abnormal behavior problem includes：Subscriber arrearage, frequent PDP activation, frequent Routing Area Update, frequent tracking area
Update, frequently attachment；Step S8 is performed if judgement knows there are problems that above-mentioned signaling abnormal behavior, otherwise, performs S9；
S8, abnormal behaviour analysis；If know that the IP sections that the Subscriber Number distributes belong to according to signaling data judgement
IP sections of arrearage, it is determined that subscriber arrearage, it is customer problem to judge that the target complains problem；If judged according to the signaling data
It is informed in PDP activation number in second preset time period and is more than the second preset times, it is determined that there are frequent PDP activations to ask
Topic, it is wireless network problem or user terminal problem to judge that the target complains problem, wherein, first preset time period can be with
It it is 1 hour, second preset times can be 3 times, can also be adjusted according to actual conditions, not do specific limit herein
It is fixed；If it is informed in Routing Area Update number in second preset time period according to signaling data judgement to preset more than third
Number, it is determined that there are problems that frequent Routing Area Update, it is wireless network problem to judge that the target complains problem, wherein, it is described
Second preset time period can be 5 minutes, and the third preset times can be 2 times, can also be adjusted according to actual conditions
It is whole, it is not specifically limited herein；If tracking area is informed in the third preset time period more according to signaling data judgement
New number is more than the 4th preset times, it is determined that there are problems that frequent tracing section updating, it is nothing to judge that the target complains problem
Gauze problem, wherein, the third preset time period can be 5 minutes, and the 4th preset times can be 2 times, can also
It is adjusted according to actual conditions, is not specifically limited herein；If it is pre- to be informed in the described 4th according to signaling data judgement
If tracing section updating number is more than the 5th preset times in the period, it is determined that there are frequent attachment issues, judge the target
Complaint problem be wireless network problem or user terminal problem, wherein, the 4th preset time period can be the complaint time
24 hours in the past, the 5th preset times can be 5 times, can also be adjusted according to actual conditions, not do herein specific
It limits.
S9, analysis user plane problem；Described device performs after judging that the target complains problem as user plane problem
Step S10 further carries out user plane case study；
S10, judge whether that DNS query fails；Described device is according to the Subscriber Number got in the complaint
Between before default historical time section in signaling data, if judging to know, the target complains problem as user plane DNS query
Fail, then the feature field in the signaling data judges that the target complains problem to be asked for core net problem or user
Topic.Wherein, it is core net problem or use that the feature field in the signaling data, which judges that the target complains problem,
Family problem specifically includes：Described device is if the feature field judgement in the signaling data knows that dns server is abnormal
It is core net problem to judge that the target complains problem；If the DNS query frequency of failure and the institute of MME/SGSN dimensions are known in judgement
The ratio for stating DNS query failure total degree is more than 30% determining MME/SGSN exception, and it is core to judge that the target complains problem
Heart net problem；If judge to know the DNS query frequency of failure of the MME/SGSN dimensions and DNS query failure total degree
Ratio is not more than 30%, it is determined that dns server is abnormal, and it is core net problem to judge that the target complains problem；If judgement obtains
It is customer problem to know that domain name mistake then judges that the target complains problem.It should be noted that if institute is known in described device judgement
It is not user plane DNS query failure problem to state target and complain problem, then performs S11 and further carry out user plane TCP three-way handshake
Process analysis.
S11, ratio≤80% for judging whether TCP second handshakes number and number of shaking hands for the first time；Described device root
According to signaling data of the Subscriber Number got in the default historical time section before the complaint time, if judging to obtain
During knowing TCP three-way handshake, second handshake number and the ratio for number of shaking hands for the first time are not more than 80%, it is determined that service
Without response, it is SP problems to judge that the target complains problem for provider (Service Provider, SP)；Otherwise, step is performed
S12；S12, judge whether ratio≤80% that TCP third times are shaken hands with second handshake number；Described device is according to getting
The Subscriber Number it is described complaint the time before default historical time section in signaling data, if judge know TCP tri-
In secondary handshake procedure, the ratio of shake hands for the third time number and second handshake number is not more than 80%, it is determined that client is without sound
Should or wireless network problem core net is caused not receive ACK message, judge that the target complains problem as client-side issue or wireless
Net problem；Otherwise, step S13 is performed；
S13, GET message is judged whether there is；Described device is according to the Subscriber Number got in the complaint time
The signaling data in default historical time section before, if judging to know no GET message, it is determined that user terminal is abnormal, judgement
It is user terminal problem that the target, which complains problem,；If judgement knows there is GET message, step S14 is performed；
S14, judge whether page response time-out；Described device is according to the Subscriber Number got in the complaint
Between before default historical time section in signaling data, if judge know GET message time-out, it is determined that page response time-out,
It is SP problems to judge that the target complains problem, otherwise performs step S15；
S15, judge whether return code<400；Described device is according to the Subscriber Number got in the complaint
Between before default historical time section in signaling data obtain return hypertext transfer protocol (HyperText Transfer
Protocol, HTTP) error code, if judging to know that the HTTP error code not less than 400, performs step S16；If sentence
It is disconnected to know that the HTTP error code is not less than 400, it is determined that webpage response failure, and according to the HTTP error code into one
Step analysis webpage response failure cause：If the HTTP error code is 400, it is determined that webpage response failure cause please for mistake
It asks, it is customer problem to judge that the target complains problem；If the HTTP error code is 401, it is determined that webpage response failure
Reason needs user authentication for request, and it is customer problem to judge that the target complains problem；If the HTTP error code is
403, it is determined that webpage responds failure cause to be refused for server, and it is SP problems to judge that the target complains problem；It is if described
HTTP error code is 404, it is determined that webpage response failure cause is uniform resource locator (Uniform Resource
Locator, URL) it is not present, it is customer problem to judge that the target complains problem；If the HTTP error code is 405,
Webpage response failure cause is determined not allow using this method, it is customer problem to judge that the target complains problem；It is if described
HTTP error code is 406, it is determined that webpage response failure cause does not receive the MIME of requested page for client browser
Type, it is customer problem to judge that the target complains problem；If the HTTP error code is 407, it is determined that webpage response is lost
Lose former requirement that carrying out proxy authentication, it is customer problem to judge that the target complains problem；If the HTTP error code is
412, it is determined that condition is incorrect premised on webpage response failure cause, and it is customer problem to judge that the target complains problem；If
The HTTP error code is 413, it is determined that webpage response failure cause is too long for request URL, judges that the target complaint is asked
Entitled customer problem；If the HTTP error code is 415, it is determined that webpage response failure cause is the media class do not supported
Type, it is customer problem to judge that the target complains problem；If the HTTP error code is 416, it is determined that webpage response failure
Reason can not meet for requested range, and it is customer problem to judge that the target complains problem；If the HTTP error code
It is 500, it is determined that webpage response failure cause is server mistake, and it is SP problems to judge that the target complains problem；It is if described
Webpage response failure cause for other reasons in addition to above-mentioned reason then judge the target complain problem for user plane other
Problem.
S16, judge whether that user's online is slow；Described device is according to the Subscriber Number got in the complaint time
The signaling data in default historical time section before, if judging to know that the target is complained problem as video traffic problem and regarded
2G networks in signaling data of the frequency interim card number more than the 6th preset times or in the default historical time section are corresponding
3G network in signaling data of the big packet data streams rate less than 40Kbp or in the default historical time section is corresponding big
The corresponding big packet of 4G networks in signaling data of the packet data streams rate less than 100Kbp or in the default historical time section
Streaming rate is less than 1000Kbp, then it is user plane other problems to judge that the target complains problem, wherein, for 2G networks
And 3G network, the data flow more than 100Kb is the big packet data streams, and for 4G networks, the data flow more than 500Kb is described
Big packet data streams；Otherwise, SP dimensions, core net (SGSN SGW) dimension and the corresponding heterogeneous networks system of cell dimension are obtained respectively
Speed of surfing the Internet under the conditions of formula and it is corresponding while the average speed of surfing the Internet of section, and by the speed of surfing the Internet and it is corresponding while Duan Ping
Equal speed of surfing the Internet is compared, if for example, judging to know that the speed of surfing the Internet under the conditions of the SP dimensions 2G network formats is less than institute
State target complains average speed of surfing the Internet under the conditions of the residing online period 2G network formats of problem 50%, it is determined that user's online is slow
Slow for SP dimension networking speeds, it is SP problems to judge that the target complains problem；It can judge the user with same method
Slow problem of surfing the Internet no longer is gone to live in the household of one's in-laws on getting married one by one herein for core net (SGSN SGW) dimension networking speed is slow, cell dimension networking speed is slow
It states；If judging to know, user's online is slow for core net (SGSN SGW) dimension networking speed slowly, judges the target complaint
Problem is core net problem；If judging to know that user's online is slow slow as cell dimension networking speed, judge that the target is thrown
It is wireless network problem to tell problem；If the user is known in judgement, slow problem of surfing the Internet is not that above-mentioned SP dimensions networking speed is slow, core
Net (SGSN SGW) dimension networking speed slowly and cell dimension networking speed it is slow in any one, it is determined that the user surfs the Internet
Slow problem is the slow problem of user terminal dimension online.
Fig. 3 is the structure diagram of network communication problem determination processing device that one embodiment of the invention provides, such as Fig. 3 institutes
To show, the embodiment of the present invention provides a kind of network communication problem determination processing device, including：First acquisition unit 301, second obtains
Unit 302 and identifying unit 303, wherein：
First acquisition unit 301 complains work order information for obtaining, and the complaint work order information includes at least：Problem is thin
Item, subscriber directory number and complaint time；Second acquisition unit 302 is used to recall the Subscriber Number according to the Subscriber Number
The signaling data in default historical time section before the complaint time, obtains apart from the complaint time nearest complaint
Problem complains problem as target；Identifying unit 303 is used for the target according to the target complains problem determination and complains problem
Corresponding network problem type, and thin item judges that the target complaint problem is the problem of problem is complained to correspond to according to the target
User plane problem or control plane problem.
Specifically, first acquisition unit 301, which obtains, complains work order information, and the complaint work order information includes at least：Problem
Thin item, subscriber directory number and complaint time can also include other information, be not specifically limited herein.Second acquisition unit
302 obtain signaling of the Subscriber Number in the default historical time section before the complaint time according to the Subscriber Number
Data, and recall the signaling data and obtain the complaint problem apart from nearest time point complaint time as target complaint
Problem.It is understood that the default historical time section can be a hour, other times section is may be set to be, is had
Body can be adjusted according to actual conditions, be not specifically limited herein.Identifying unit 303 complains problem pair according to the target
The network formats answered judge that the target complains the corresponding network problem type of problem, and problem is complained to correspond to according to the target
The problem of thin item to judge that the target complains problem be user plane problem or control plane problem.If the it is understood that mesh
Mark complaint problem has that the target is complained under each network formats, then according to 4G network problems>3G network problem
Or>The priority of 2G network problems carries out the judgement that the target complains problem, is adjusted also according to actual conditions, herein not
It is specifically limited.
Network communication problem determination processing device provided in an embodiment of the present invention, by being returned according to the complaint work order got
Trace back signaling data of the Subscriber Number in the default historical time section before complaining the time, obtains nearest apart from the complaint time
Target complain problem determination its corresponding network problem type, and thin item is sentenced the problem of problem is complained to correspond to according to the target
It is user plane problem or control plane problem that the fixed target, which complains problem, improves the efficiency of judgement network communication problem.
On the basis of above-described embodiment, further, identifying unit 303 is specifically used for：
The target according to the target complains problem determination complains the corresponding network problem type of problem to be asked for 4G networks
Topic, 3G network problem or 2G network problems.
Specifically, when second acquisition unit 302 recalls default history of the Subscriber Number before the complaint time
Between signaling data in section, if identifying unit 303 complains problem judgement to know that the target complains the problem to be according to the target
Complaint problem under 4G network formats, then it is 4G network problems to judge that the target complains the corresponding network problem type of problem；
If identifying unit 303 judges to know that the target complains problem to judge the target as the complaint problem under 3G network standard
The corresponding network problem type of complaint problem is 3G network problem；If the judgement of identifying unit 303 knows that the target complains problem
For the complaint problem under 2G network formats, then judge that the target complains the corresponding network problem type of problem to be asked for 2G networks
Topic.
Network communication problem determination processing device provided in an embodiment of the present invention, by being returned according to the complaint work order got
Trace back signaling data of the Subscriber Number in the default historical time section before complaining the time, obtains nearest apart from the complaint time
Target complain problem determination its corresponding network problem type, and thin item is sentenced the problem of problem is complained to correspond to according to the target
It is user plane problem or control plane problem that the fixed target, which complains problem, improves the efficiency of judgement network communication problem.
On the basis of above-described embodiment, further, identifying unit 303 is specifically used for：
If judge to know that the target complains problem to there is disconnection problem or network signal not when slow problem of surfing the Internet, online
Any one or combination in stable problem, then it is user plane problem to judge that the target complains problem；It is otherwise, it is determined that described
Target complains problem face problem in order to control.
Specifically, if the thin item judgement according to the problem of target complaint problem of identifying unit 303 knows that the target is thrown
Tell when problem is the slow problem of online, online disconnection problem or any one or its group in network signal instability problem occur
It closes, then it is user plane problem to judge that the target complains problem；If the judgement of identifying unit 303 knows that the target complains problem simultaneously
It is not any one occurred when the slow problem of online, online in disconnection problem or network signal instability problem, then described in judgement
Target complains problem face problem in order to control.
Network communication problem determination processing device provided in an embodiment of the present invention, by being returned according to the complaint work order got
Trace back signaling data of the Subscriber Number in the default historical time section before complaining the time, obtains nearest apart from the complaint time
Target complain problem determination its corresponding network problem type, and thin item is sentenced the problem of problem is complained to correspond to according to the target
It is user plane problem or control plane problem that the fixed target, which complains problem, improves the efficiency of judgement network communication problem.
The structure diagram of network communication problem determination processing device that Fig. 4 is provided for another embodiment of the present invention, such as Fig. 4
Shown, network communication problem determination processing device provided in an embodiment of the present invention is in first acquisition unit 401, second acquisition unit
402 and identifying unit 403 on the basis of, further, identifying unit 403 includes the first judgement subelement 404, first obtain it is single
First acquisition unit 301, second acquisition unit 302 in member 401, second acquisition unit 402 and above-described embodiment is consistent,
In：
First judgement subelement 404 is used for after judging that the target complains problem as user plane problem, according to described
Signaling data of the Subscriber Number in the default historical time section before the complaint time, if judging to know that DNS query fails,
It is core net problem or customer problem that then the feature field in the signaling data, which judges that the target complains problem,.
Specifically, after identifying unit 403 judges that the target complains problem as user plane problem, the first judgement is single
Member 404 further carries out user plane case study, and the first judgement subelement 404 is according to the Subscriber Number got described
The signaling data in the default historical time section before the time is complained, if judging to know that the target complains problem as user plane
DNS query fails, then feature field in the signaling data judge the target complain problem for core net problem or
Customer problem.Wherein, the feature field in the signaling data judges that the target complains problem to be asked for core net
Topic or customer problem specifically include：If feature field judgement of the first judgement subelement 404 in the signaling data is known
It is core net problem that dns server then judges that the target complains problem extremely；If the first judgement judgement of subelement 404 is known
The DNS query frequency of failure of MME/SGSN dimensions and the ratio of DNS query failure total degree are more than 30% determining MME/
SGSN is abnormal, and it is core net problem to judge that the target complains problem；If the MME/ is known in the first judgement judgement of subelement 404
The DNS query frequency of failure of SGSN dimensions and the ratio of DNS query failure total degree are not more than 30%, it is determined that DNS takes
Being engaged in, device is abnormal, and it is core net problem to judge that the target complains problem；If domain name mistake is known in the first judgement judgement of subelement 404
It is customer problem then to judge that the target complains problem.If it should be noted that the first judgement judgement of subelement 404 know it is described
It is not user plane DNS query failure problem that target, which complains problem, then further carries out user plane TCP three-way handshake process analysis.
Network communication problem determination processing device provided in an embodiment of the present invention, by being returned according to the complaint work order got
Trace back signaling data of the Subscriber Number in the default historical time section before complaining the time, obtains nearest apart from the complaint time
Target complain problem determination its corresponding network problem type, and thin item is sentenced the problem of problem is complained to correspond to according to the target
It is user plane problem or control plane problem, and user plane problem is further analyzed that the fixed target, which complains problem, is carried
The high efficiency of judgement network communication problem.
The structure diagram of network communication problem determination processing device that Fig. 5 is provided for further embodiment of this invention, such as Fig. 5
Shown, network communication problem determination processing device provided in an embodiment of the present invention is in first acquisition unit 501, second acquisition unit
502 and identifying unit 503 on the basis of, further, identifying unit 503 includes the second judgement subelement 504, first obtain it is single
First acquisition unit 301, second acquisition unit 302 in member 501, second acquisition unit 502 and above-described embodiment is consistent,
In：
Second judgement subelement 504 is used for after the judgement target complaint problem in order to control face problem, according to described
Signaling data of the Subscriber Number in the default historical time section before the complaint time, if judging to know the signaling data
Include at least arbitrary two classes network signal number in 2G network signaling datas, 3G network signaling data or 4G network signaling datas
According to it is wireless network covering problem then to judge that the target complains problem.
Specifically, judge that the target complains problem in order to control after the problem of face in identifying unit 503, the second judgement is single
Member 504 further carries out control plane case study, and the second judgement subelement 504 is according to the Subscriber Number got described
The signaling data in the default historical time section before the time is complained, if the signaling is known in the second judgement judgement of subelement 504
Data include at least arbitrary two class network letter in 2G network signaling datas, 3G network signaling data or 4G network signaling datas
Data are enabled, then it is wireless network covering problem to judge that the target complains problem；If institute is known in the second judgement judgement of subelement 504
State any type net only included in signaling data in 2G network signaling datas, 3G network signaling data or 4G network signaling datas
Network signaling data then further carries out signaling process analysis.
Network communication problem determination processing device provided in an embodiment of the present invention, by being returned according to the complaint work order got
Trace back signaling data of the Subscriber Number in the default historical time section before complaining the time, obtains nearest apart from the complaint time
Target complain problem determination its corresponding network problem type, and thin item is sentenced the problem of problem is complained to correspond to according to the target
It is user plane problem or control plane problem, and control plane problem is further analyzed that the fixed target, which complains problem, is carried
The high efficiency of judgement network communication problem.
The embodiment of device provided by the invention specifically can be used for performing the process flow of above-mentioned each method embodiment,
Details are not described herein for function, is referred to the detailed description of above method embodiment.
Fig. 6 is electronic equipment entity apparatus structure diagram provided in an embodiment of the present invention, as shown in fig. 6, the electronics is set
It is standby to include：Processor (processor) 601, memory (memory) 602 and bus 603, wherein, processor 601 is deposited
Reservoir 602 completes mutual communication by bus 603.Processor 601 can call the logical order in memory 602, with
Perform following method：It obtains and complains work order information, the complaint work order information includes at least：The thin item of problem, subscriber directory number
With the complaint time；Default historical time section of the Subscriber Number before the complaint time is recalled according to the Subscriber Number
Interior signaling data obtains and complains problem as target apart from the complaint time nearest complaint problem；According to the target
Target described in problem determination is complained to complain the corresponding network problem type of problem, and complains according to the target that problem is corresponding to ask
It is user plane problem or control plane problem to inscribe thin item to judge that the target complains problem.
The embodiment of the present invention discloses a kind of computer program product, and the computer program product includes being stored in non-transient
Computer program on computer readable storage medium, the computer program include program instruction, when described program instructs quilt
When computer performs, computer is able to carry out the method that above-mentioned each method embodiment is provided, such as including：It obtains and complains work order
Information, the complaint work order information include at least：The thin item of problem, subscriber directory number and complaint time；According to the user number
Code recalls signaling data of the Subscriber Number in the default historical time section before the complaint time, obtains described in distance
The complaint problem for complaining the time nearest complains problem as target；Target complaint is asked according to the target complains problem determination
The thin item of the problem of inscribing corresponding network problem type, and problem being complained to correspond to according to the target judges that the target complains problem
For user plane problem or control plane problem.
The embodiment of the present invention provides a kind of non-transient computer readable storage medium storing program for executing, the non-transient computer readable storage
Medium storing computer instructs, and the computer instruction makes the computer perform the side that above-mentioned each method embodiment is provided
Method, such as including：It obtains and complains work order information, the complaint work order information includes at least：The thin item of problem, subscriber directory number and
Complain the time；The Subscriber Number is recalled in the default historical time section before the complaint time according to the Subscriber Number
Signaling data, obtain apart from the complaint time nearest complaint problem as target complaint problem；It is thrown according to the target
The problem of telling that target described in problem determination complains the corresponding network problem type of problem, and problem being complained to correspond to according to the target
It is user plane problem or control plane problem that thin item, which judges that the target complains problem,.
In addition, the logical order in above-mentioned memory 603 can be realized and be used as by the form of SFU software functional unit
Independent product is sold or in use, can be stored in a computer read/write memory medium.Based on such understanding, sheet
The part or the part of the technical solution that the technical solution of invention substantially in other words contributes to the prior art can be with
The form of software product embodies, which is stored in a storage medium, including some instructions to
(can be personal computer, server or the network equipment etc.) performs each implementation of the present invention so that computer equipment
The all or part of step of example the method.And aforementioned storage medium includes：USB flash disk, mobile hard disk, read-only memory (ROM,
Read-Only Memory), random access memory (RAM, Random Access Memory), magnetic disc or CD etc. it is various
The medium of program code can be stored.
The apparatus embodiments described above are merely exemplary, wherein the unit illustrated as separating component can
To be or may not be physically separate, the component shown as unit may or may not be physics list
Member, you can be located at a place or can also be distributed in multiple network element.It can be selected according to the actual needs
In some or all of module realize the purpose of this embodiment scheme.Those of ordinary skill in the art are not paying creativeness
Labour in the case of, you can to understand and implement.
Through the above description of the embodiments, those skilled in the art can be understood that each embodiment can
It is realized by the mode of software plus required general hardware platform, naturally it is also possible to pass through hardware.Based on such understanding, on
Technical solution is stated substantially in other words to embody the part that the prior art contributes in the form of software product, it should
Computer software product can store in a computer-readable storage medium, such as ROM/RAM, magnetic disc, CD, including several fingers
It enables and (can be personal computer, server or the network equipment etc.) so that computer equipment is used to perform each implementation
Method described in certain parts of example or embodiment.
Finally it should be noted that：The above embodiments are merely illustrative of the technical solutions of the present invention, rather than its limitations；Although
The present invention is described in detail with reference to the foregoing embodiments, it will be understood by those of ordinary skill in the art that：It still may be used
To modify to the technical solution recorded in foregoing embodiments or carry out equivalent replacement to which part technical characteristic；
And these modification or replace, various embodiments of the present invention technical solution that it does not separate the essence of the corresponding technical solution spirit and
Range.
Claims (10)
- A kind of 1. network communication problem determination processing method, which is characterized in that including：It obtains and complains work order information, the complaint work order information includes at least：When the thin item of problem, subscriber directory number and complaint Between；Letter of the Subscriber Number in the default historical time section before the complaint time is recalled according to the Subscriber Number Data are enabled, obtains and complains problem as target apart from the complaint time nearest complaint problem；The target according to the target complains problem determination complains the corresponding network problem type of problem, and according to the target It is user plane problem or control plane problem that the thin item of the problem of complaint problem corresponds to, which judges that the target complains problem,.
- 2. the according to the method described in claim 1, it is characterized in that, target according to the target complains problem determination The corresponding network problem type of complaint problem, including：It is 4G network problems that the target according to the target complains problem determination, which complains the corresponding network problem type of problem, 3G Network problem or 2G network problems.
- 3. according to the method described in claim 1, it is characterized in that, it is described according to the target complain problem correspond to the problem of it is thin It is user plane problem or control plane problem to judge that the target complains problem, including：If judge to know the target complain problem for slow problem of surfing the Internet, surf the Internet when there is disconnection problem or network signal is unstable Any one or combination in problem, then it is user plane problem to judge that the target complains problem；Otherwise, it is determined that the target Complaint problem face problem in order to control.
- 4. according to the method described in claim 3, it is characterized in that, the method further includes：After judging that the target complains problem as user plane problem, according to the Subscriber Number before the complaint time Default historical time section in signaling data, if judge know DNS query fail, according to the feature in the signaling data It is core net problem or customer problem that field, which judges that the target complains problem,.
- 5. according to the method described in claim 3, it is characterized in that, the method further includes：After the judgement target complaint problem in order to control face problem, according to the Subscriber Number before the complaint time Default historical time section in signaling data, if judge know that the signaling data includes 2G network signaling datas, 3G nets At least arbitrary two class network signaling data in network signaling data or 4G network signaling datas then judges that the target complains problem For wireless network covering problem.
- 6. a kind of network communication problem determination processing device, which is characterized in that including：First acquisition unit complains work order information for obtaining, and the complaint work order information includes at least：The thin item of problem, user Telephone number and complaint time；Second acquisition unit, it is default before the complaint time for recalling the Subscriber Number according to the Subscriber Number Signaling data in historical time section obtains and complains problem as target apart from the complaint time nearest complaint problem；Identifying unit complains the corresponding network problem type of problem for the target according to target complaint problem determination, And it is user plane problem or control plane that the problem of problem being complained to correspond to according to the target thin item, which judges that the target complains problem, Problem.
- 7. server according to claim 6, which is characterized in that the identifying unit is specifically used for：It is 4G network problems that the target according to the target complains problem determination, which complains the corresponding network problem type of problem, 3G Network problem or 2G network problems.
- 8. server according to claim 6, which is characterized in that the identifying unit is specifically used for：If judge to know the target complain problem for slow problem of surfing the Internet, surf the Internet when there is disconnection problem or network signal is unstable Any one or combination in problem, then it is user plane problem to judge that the target complains problem；Otherwise, it is determined that the target Complaint problem face problem in order to control.
- 9. server according to claim 8, which is characterized in that the identifying unit includes：First judgement subelement, after complaining problem as user plane problem in the judgement target, according to the user number Signaling data of the code in the default historical time section before the complaint time, if judging to know that DNS query fails, basis It is core net problem or customer problem that feature field in the signaling data, which judges that the target complains problem,.
- 10. server according to claim 8, which is characterized in that the identifying unit includes：Second judgement subelement, for judging that the target complains problem in order to control after the problem of face, according to the user number Signaling data of the code in the default historical time section before the complaint time, if judging to know that the signaling data includes At least arbitrary two class network signaling data in 2G network signaling datas, 3G network signaling data or 4G network signaling datas, then It is wireless network covering problem to judge that the target complains problem.
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| CN111130855A (en) * | 2019-12-05 | 2020-05-08 | 中国联合网络通信集团有限公司 | Problem positioning method and device |
| CN111831286A (en) * | 2019-04-12 | 2020-10-27 | 中国移动通信集团河南有限公司 | User complaint processing method and device |
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| CN113891372A (en) * | 2020-07-03 | 2022-01-04 | 中国移动通信集团海南有限公司 | VoLTE complaint positioning method, device and storage medium |
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