CN110019321B

CN110019321B - Question delimitation method, device and equipment

Info

Publication number: CN110019321B
Application number: CN201710941866.6A
Authority: CN
Inventors: 刘彦廷; 刘德体; 尹启龙
Original assignee: Huawei Technologies Co Ltd
Current assignee: Huawei Technologies Co Ltd
Priority date: 2017-10-11
Filing date: 2017-10-11
Publication date: 2023-08-22
Anticipated expiration: 2037-10-11
Also published as: CN110019321A

Abstract

The embodiment of the application discloses a problem delimiting method, a device and equipment, wherein the method comprises the following steps: the terminal receives problem information input by a user; acquiring target terminal state information corresponding to the problem information from a preset problem information base; the method comprises the steps that function item state description information which is identical and matched with the state of a corresponding function item of a terminal is used as first definition information of problem information; and displaying the first defining information. Compared with the prior art, the problem information base is used as a data basis, and when a problem occurs in the operation of the terminal, the problem can be automatically delimited, so that not only can a large amount of manpower resources be saved, but also the automatic execution mode is short in processing time and high in efficiency, further, the delimiting accuracy is high, and the use experience of a user can be improved.

Description

Question delimitation method, device and equipment

Technical Field

The embodiment of the application relates to the technical field of communication, in particular to a problem delimiting method, device and equipment.

Background

Besides providing basic operation functions, the most critical technical breakthrough of the intelligent terminal is that the intelligent terminal can be connected with the Internet, and further, by means of network installation and Application (APP) running, the function expansion of the intelligent terminal is realized. For example, the smart phone not only has basic functions such as making a call and sending a short message, but also can be used for installing and running a series of third party APPs such as WeChat and QQ on the smart phone, so that the smart phone can provide more functions.

In view of the increasing functions of the intelligent terminal, the probability of generating problems during the operation of the intelligent terminal is also increased, and because the APP is third party software, the APP is connected with a third party server and needs to operate in a network environment, once the problems occur during the operation, the complexity of the problems is also higher. In order to provide better use experience for users, when the intelligent terminal operates abnormally, generally, the problems generated by operation are delimited firstly, the source of the problems is determined, and then the problems can be repaired as soon as possible.

Generally, when a problem occurs in the operation of the intelligent terminal, a user dials a customer service call to feed back a problem description to customer service personnel, and then the customer service personnel delimits the problem according to the problem description and feeds back a delimitation result to the user. Because the complexity of the problem is higher, the problem of intelligent terminal itself, current network, third party server and/or operation merchant is probably, consequently, delimit the problem by customer service personnel, need customer service personnel to possess certain specialty, lead to the human cost higher, in addition, the manual work delimits the problem according to the description of problem, spends time long, and is inefficiency, and the accuracy is relatively poor to lead to user experience not good.

Disclosure of Invention

The embodiment of the application provides a problem delimiting method, device and equipment, which are used for solving the problems of high manual delimiting labor cost, long time, low efficiency and poor accuracy.

In a first aspect, an embodiment of the present application provides a problem delimiting method, including:

the terminal receives problem information input by a user; acquiring target terminal state information corresponding to problem information from a preset problem information base, wherein the problem information base maintains the corresponding relation between each piece of problem information and the corresponding terminal state information, and the terminal state information comprises at least one piece of function item state description information which is a problem corresponding to the corresponding problem information; the terminal detects whether the state description information of each function item in the target terminal state information is identical to the state of the corresponding function item of the terminal or not and takes the function item state description information which is identical to the state of the corresponding function item of the terminal as first definition information of problem information; and displaying the first defining information.

Therefore, according to the embodiment of the application, the corresponding relation between each piece of problem information and the corresponding terminal state information is maintained locally, so that information reference can be provided for problem delimitation, the problem can be automatically delimited, human resources are saved, the delimitation time is short, and the efficiency is high. In addition, in the scene without network connection, all problems caused by improper setting of the terminal can be delimited, and the problem identification range is also large.

With reference to the first aspect, in a first possible implementation manner of the first aspect, after receiving the problem information input by the user, the terminal further includes: detecting whether a network port has data transmission or not; if the network port has data transmission, the problem information is sent to the server, and the server is triggered to generate second delimitation information of the problem information; the second delimitation information comprises source equipment information which is determined by the server and generates a problem corresponding to the problem information; and receiving and displaying the second delimitation information sent by the server.

By adopting the implementation mode, under a network environment, the terminal can also send the problem information to the server, so that the server can be triggered to simultaneously execute the delimitation on the problem information, and further, the problem delimitation range can be improved through the comprehensive detection mode of the terminal side and the server side, and the delimitation accuracy is higher.

With reference to the first aspect, in a second possible implementation manner of the first aspect, before detecting whether there is data transmission at a network port, the terminal further includes: the control network function is fully opened.

Specifically, since the terminal sends the problem information to the server and needs to be executed in the network environment, after the problem information is received, no matter what type of problem information is, the network function items can be controlled to be opened first to provide the network environment, so that implementation conditions are provided for triggering the server to execute delimitation.

With reference to the first aspect, in a third possible implementation manner of the first aspect, if the network port has data transmission, before receiving and displaying the second delimiting information, the method further includes: the terminal receives a request for acquiring terminal information sent by a server; the terminal information comprises equipment information and operation information of the terminal; and sending the terminal information to a server, and triggering the server to generate second delimitation information according to the terminal information.

In this embodiment, in order to perform delimitation on problem information in cooperation with the server, the terminal sends local device information and operation information to the server, so that reference information can be provided for the server to perform delimitation.

With reference to the first aspect, in a fourth possible implementation manner of the first aspect, after receiving problem information input by a user, before searching target terminal state information corresponding to the problem information from a preset problem information base, the method further includes: the terminal obtains the latest version number of the problem information base from the server; when the current version number of the problem information base is not the latest version number, the terminal acquires the problem information base corresponding to the latest version number from the server; and replacing the problem information base by using the problem information base corresponding to the latest version number.

Specifically, since the problem information base is an important reference for implementation of the scheme, accuracy of information in the problem information base is particularly important. Based on the method, in the networking environment, the terminal can determine whether the local current problem information base is the latest version or not before the delimiting is executed, and adaptively update the local problem information base, so that the accuracy of delimiting information can be improved.

In a second aspect, an embodiment of the present application further provides a problem delimiting method, where the method includes: the server receives the problem information sent by the terminal; acquiring terminal information of a terminal, wherein the terminal information comprises equipment information and operation information of the terminal; the server invokes the operation log of the terminal; the operation log comprises historical terminal information of the terminal; screening information different from the record of the operation log from the terminal information; generating second delimitation information according to the screened information, wherein the second delimitation information comprises source equipment information for generating problems corresponding to the problem information; and sending the second delimitation information to the terminal, and triggering the terminal to display the second delimitation information.

Corresponding to the method of the first aspect, when the server and the terminal perform delimitation on the problem information simultaneously under the networking condition, the scope of problem delimitation can be improved, and the accuracy of delimitation is higher.

With reference to the second aspect, in a first possible implementation manner of the second aspect, after generating the second delimiting information of the problem information, before sending the second delimiting information to the terminal, the server further includes: the server acquires first definition information; the first definition information is function item state description information which is selected from target terminal state information and matched with the state of a corresponding function item of the terminal after the terminal acquires the target terminal state information corresponding to the problem information from a preset problem information base; the problem information base maintains the corresponding relation between each piece of problem information and the corresponding terminal state information, wherein the terminal state information comprises at least one piece of function item state description information for generating the corresponding problem of the corresponding problem information; judging whether the second delimitation information is the same as the first delimitation information; and when the second delimitation information is different from the first delimitation information, transmitting the second delimitation information to the terminal.

Therefore, the server can also check the delimitation result of the terminal, so that the delimitation accuracy can be improved.

With reference to the second aspect, in a second possible implementation manner of the second aspect, the method further includes: the server sends the latest version number of the problem information base to the terminal; when a request for acquiring a problem information base corresponding to the latest version number sent by a terminal is received, the problem information base corresponding to the latest version number is sent to the terminal; and triggering the terminal to replace the problem information base by using the problem information base corresponding to the latest version number.

Corresponding to the method of the first aspect, the server provides the latest version of the problem information base for the terminal, so that the terminal can update the local problem information base in time, and the accuracy of the delimitation information can be improved.

In a third aspect, an embodiment of the present application further provides a problem delimiting device, where the device is provided in a terminal, and the device includes a module for executing the method steps in the first aspect and in each implementation manner of the first aspect.

In a fourth aspect, an embodiment of the present application further provides a problem delimiting device, which is provided in a server and includes a module for executing the method steps in the second aspect and the implementation manner of the second aspect.

In a fifth aspect, an embodiment of the present application provides a terminal, including a transceiver, a processor, and a memory. Wherein the transceiver, the processor and the memory may be connected by a bus system. The memory is for storing programs, instructions or code, and the processor is for executing the programs, instructions or code in the memory to perform the method of the first aspect, or any one of the possible designs of the first aspect.

In a sixth aspect, an embodiment of the present application provides a server, including a transceiver, a processor, and a memory. Wherein the transceiver, the processor and the memory may be connected by a bus system. The memory is for storing a program, instructions or code and the processor is for executing the program, instructions or code in the memory to perform the method of the second aspect, or any one of the possible designs of the second aspect.

In a seventh aspect, embodiments of the present application provide a computer readable storage medium having instructions stored therein which, when run on a computer, cause the computer to perform the first aspect, the second aspect, any of the possible designs of the first aspect, or the method in any of the possible designs of the second aspect.

In order to solve the problems of high labor cost, long time and low efficiency of the conventional problem delimiting method, in the scheme, a problem information base is preset at a terminal, and the problem information base maintains the corresponding relation between the terminal problem and the terminal state information corresponding to the corresponding problem. Wherein the terminal status information includes at least one piece of function item status description information generating a corresponding problem. When a problem occurs in the operation of the terminal, a user can input corresponding problem information, so that the terminal can acquire target terminal state information corresponding to the problem information from a problem information base. Furthermore, the terminal can respectively detect whether the state description information of each function item in the state information of the target terminal is matched with the state of the corresponding function item of the terminal, and if so, the state description information of the function item is determined to be the delimitation information of the problem information and is displayed on the interface of the terminal. Therefore, according to the technical scheme provided by the embodiment of the application, the problem information base is used as the data basis, and when the terminal operation is problematic, the problem can be automatically delimited, so that not only can a large amount of manpower resources be saved, but also the automatic execution mode is short in processing time and high in efficiency, and further, the delimiting accuracy is high, and the use experience of a user can be improved.

Drawings

In order to more clearly illustrate the technical solutions of the embodiments of the present application, the drawings that are needed in the embodiments will be briefly described below, and it will be obvious to those skilled in the art that other drawings can be obtained from these drawings without inventive effort.

FIG. 1 is a flow chart of a problem definition method according to an embodiment of the present application;

fig. 2 is a signaling interaction diagram of a second implementation of the problem defining method provided by the embodiment of the present application;

FIG. 3 is a schematic diagram of an interface for inputting problems according to an embodiment of the present application;

FIG. 4 is a schematic diagram of an interface when problem delimitation is performed according to an embodiment of the present application;

FIG. 5 is a schematic diagram of an interface at the end of problem definition provided by an embodiment of the present application;

FIG. 6 is an interface diagram of a second implementation at the end of problem definition provided by an embodiment of the present application;

fig. 7 is a schematic structural diagram of a virtual device of a terminal according to an embodiment of the present application;

fig. 8 is a schematic structural diagram of an entity device of a terminal according to an embodiment of the present application;

fig. 9 is a schematic structural diagram of a virtual device of a server according to an embodiment of the present application;

fig. 10 is a schematic structural diagram of an entity device of a server according to an embodiment of the present application.

Detailed Description

Embodiments of the present application will be described below with reference to the accompanying drawings.

The problem of the terminal is mostly network problem, and about 60% of network problem is caused by improper setting of the terminal side, based on which, in order to improve the delimitation efficiency of the problem and reduce the occupancy rate of human resources, the scheme sets a delimitation device at the terminal side, and the operation of the terminal side is executed by the terminal calling the delimitation device.

Referring to fig. 1, fig. 1 is a flowchart of a method for problem defining method provided by an embodiment of the present application, where the problem defining method shown in fig. 1 is applied to a terminal, and can automatically define a problem that occurs, so that human resources can be saved. The method comprises the following steps:

step S101: question information input by a user is received.

In this scheme, the delimiting device may be preloaded in the terminal in the form of APP, or may be attached to the APP of the operator as a separate functional item. When the terminal runs and has problems, a user can start the delimiting device and input problem information through an interface provided by the delimiting device. Specifically, in the embodiment of the present application, the problem information refers to a problem description of a current problem of the terminal, and may include a problem keyword, a problem occurrence time, a location where the terminal is located, and the like.

It should be noted that the problem information input interface of the delimiting means may be provided in different forms, and thus the user may input the problem information in different ways. For example, the question information input interface of the delimiting means may be provided with text input boxes, in which different information may be entered by the user. For another example, a drop-down menu of a problem keyword, a problem occurrence time period and the like can be preset in the delimiting device, and after the user enters the interface, the user can click a corresponding item through the drop-down menu. Or, several types of the question keywords and several time periods of the question occurrence time may be displayed on the interface of the delimiting device in the form of selectable items, respectively, and when the user enters the interface of the delimiting device, the user directly selects the corresponding item. In addition, the user may also input problem information through voice. Of course, what has been described herein is merely a few alternative embodiments of the present application and is not intended to limit the embodiments of the present application.

In addition, the location of the terminal may be input by the user, or a map may be preset in the delimiting device and then located by a global positioning system (Global Positioning System, GPS), which is not limited in this embodiment of the present application.

Step S102, obtaining target terminal state information corresponding to the problem information from a problem information base.

The problem information base is a correspondence between each piece of problem information and terminal state information of the corresponding problem information, and the terminal state information includes at least one piece of function item state description information generating the corresponding problem, for example, wireless connection may not be opened. The problem information base is pre-arranged and maintained at the terminal by the technician. In this embodiment, terminal state information corresponding to question information input by a user is referred to as target terminal state information.

In particular, in order to facilitate the overall planning and management of problem information, the problems of the terminal may be divided into several classes, and in an alternative example of the present application, the problems may be divided into several classes, namely, a hardware resource problem, a configuration problem, a network problem, and an APP use problem, according to the function to which the problem belongs. And further, aiming at each type of problem, terminal state information capable of generating corresponding problems is respectively arranged, and the terminal state information and the corresponding problems are correspondingly stored to obtain a problem information base.

According to the description of the steps, the user can independently edit the problem information and can also select the problem information from the preset items, when the user independently edits the problem information, the problem keywords can be extracted from the problem information due to different expression modes of different users on the same problem, and then the matched types are searched in the problem information base according to the problem keywords. When the user selects the question information from the preset items, since the question information is already edited and the content is unchanged, a corresponding relation between each preset item of question information and the question type can be established, so that the type to which the question information belongs can be determined according to the selection of the user.

For example, assume that the operational problem is the inability to connect to a network. And, referring to table 1, table 1 is an exemplary problem information base provided by the present application.

TABLE 1

When the user edits the problem information by himself, the problem information received by the delimiting means may include: "unable to connect to a wireless network", "unable to connect to the internet", and "unable to access the network", etc. The delimiting means may extract keywords in the problem information, including "wireless network" and "network", and then determine that the type of the problem information is "network problem" based on the keywords "wireless network" and "network".

When the user selects the problem information from among the items set in advance, it is assumed that the items set in advance in the present embodiment include: the user should select "network" when roaming, signal, network and APP several options, and the delimiting means can determine that the question type is "network question" through "network" when the user triggers the question information input.

Of course, the above example is only an alternative embodiment of the present application, and in this solution, the problem types may be divided according to other dimensions. For example, the problem information base shown in table 2 is classified into three major categories of user problems, network problems and Service Provider (SP) problems according to the subject of the problem, and the user problems may be further classified into three minor categories, and the network problems may be further classified into two minor categories, each minor category of problems corresponding to the corresponding terminal state information, respectively.

TABLE 2

According to the description of the step, the problem information base is arranged, so that reference information can be provided for the delimiting device to execute problem delimiting, the delimiting device can execute problem delimiting immediately, and the problem delimiting efficiency is improved.

Step S103, whether the state description information of each function item in the state information of the target terminal is matched with the state of the corresponding function item of the terminal is detected.

The target terminal state information comprises at least one piece of function item state description information which possibly generates a problem corresponding to the problem information; the state of the terminal function item refers to whether the corresponding function item of the terminal is opened or not, or whether the corresponding function item is selected or the occupancy rate or the like.

Specifically, the delimiting device may read the status description information of the function item one by one, and obtain the current status of the corresponding function item of the terminal every time one piece of status description information of the function item is read, and further determine whether the current status of the function item is matched with the description of the status description information of the function item. Since the description of the state description information of the function item is state information causing a problem, if the current state of the function item is not matched with the description of the state description information of the function item, it is indicated that the current state of the function item does not cause an operation problem, and if the current state of the function item is matched with the description of the state description information of the function item, it is indicated that the current state of the function item causes a current problem of the terminal, the corresponding state description information of the function item is used as the delimitation information determined by the terminal side, which is referred to as the first delimitation information in this embodiment. In the embodiment of the application, the first defining information is terminal state information for generating a problem corresponding to the corresponding problem information.

For example, when the problem type is "configuration problem" in table 1, the delimiting means first reads the first item of function status description information "on flight mode" corresponding to the "configuration problem", then obtains the setting status of the current usage mode of the terminal, if the setting status of the current usage mode of the terminal is not flight mode, it indicates that the problem corresponding to the problem information is not caused by improper setting of the function item, and if the setting status of the current usage mode of the terminal is flight mode, it indicates that the setting of the current function item is one cause of the problem, then the item of function status description information "on flight mode" is a piece of first delimiting information. Then, the delimiting means sequentially reads the following function item status description information and performs the above-described operation on each piece of the function item status description information, respectively, and embodiments of the present application will not be described in detail herein.

It should be noted that, because the premise of opening some function items is that the upper function item is already opened, in the above detection process, if it is detected that the upper function item is not opened, in order to save system overhead and improve delimitation efficiency, the state of the lower function item may not be detected any more. For example, the A-right module is an upper layer function item of the B-function item, and the B-function item has right to be opened only when the A-right module is opened. If the states of the A right module and the B function item have an influence on the same problem, the delimiting device can not detect the state of the B function item any more when detecting that the A right module is not opened.

In addition, when determining the delimitation information, it may be detected that a plurality of pieces of function item state description information match the states of the corresponding function items, and at this time, all the detected function item state description information is used as first delimitation information of the problem information.

According to the description of the step, the terminal state information set is taken as a reference, the first determination information is determined by comparing the states of the terminal functional items, complex calculation and data interaction are not needed, the operation is simple, and further quick delimitation can be achieved.

Step S104, displaying the first defining information.

Wherein, based on the description of the above steps, after determining the first defining information, the defining means may display the first defining information on the interface in order to improve the user experience.

In addition, in order to help the user to solve the running problem in time, if the first delimitation information is the function item setting state of the terminal, the information for modifying the function item setting state can be displayed together while the delimitation information is displayed, so that the user can be guided to solve the problem in time, and the user experience is improved.

For example, when the problem information is "network cannot be connected", and the obtained first delimiting information is "data switch not turned on", the delimiting means may display "suggest that the user click 'set-data switch' turns on the data switch option" while displaying "data switch not turned on".

According to the technical scheme, the problems and the terminal state information generating the problems are correspondingly set, so that information references can be provided for problem delimitation, the problems can be automatically delimited, human resources are saved, the delimitation time is short, and the efficiency is high. In addition, in the scene without network connection, all problems caused by improper setting of the terminal can be delimited, and the problem identification range is also large.

As can be seen from the description of the above embodiments, the problem information base is an important reference for implementing the present embodiment, and thus, accuracy of information in the problem information base is particularly important. Along with the development of technology, the functions of the terminal are more and more perfect, and the updating frequency is higher and higher, so that the settings of various attributes and functional items of the terminal are also continuously changed, and based on the settings, the updating and the calibration of the information in the problem information base are necessary for the scheme.

According to the above description of the problem information base, the problem information base is obtained by a technician according to experience, so that with the development of technology, the technician can update the content of the problem information base at the server end periodically. In view of this, in order to determine the update time of the problem information base, in this embodiment, version numbers may be marked for problem information bases updated at different times, and then the terminal may acquire the latest version number of the problem information base from the server before performing the delimitation, further determine whether the version number of the current problem information base is the latest version number, if so, perform the delimitation operation, and if not, update the problem information base by requesting the server to update the delimitation apparatus. Of course, after the technician updates the problem information base at the server side, the server may also actively send a version update notification to the terminal.

It should be noted that, since the problem information base is usually maintained in the delimiting device, and the delimiting device is essentially a third party application program, when the version of the problem information base is updated, the delimiting device carrying the problem information base is updated at the same time, so in this embodiment, the server sends the latest version of the problem information base to the terminal, which is essentially the data packet of the delimiting device sending the latest version.

In addition, the interaction between the terminal and the server is implemented under the condition that the terminal can be networked, and if the terminal cannot be networked currently, the operation of updating the problem information base cannot be implemented.

According to the description of the embodiment, before delimitation, whether the local problem information base is the latest version or not can be determined, so that the problem information base can be updated in time, and the accuracy of delimitation information is ensured.

The above embodiments describe embodiments in which the terminal determines the delimiting information locally, and the cause of the operation problem may be that the terminal is not configured properly, or that the server is failed, and/or that the SP server is failed, so, in order to more comprehensively delimit the problem information, the present solution may further determine, by another thread, the device that generates the problem on the basis of executing the above implementation process.

Referring to fig. 2, fig. 2 is a signaling interaction diagram of a second implementation manner of a problem delimiting method provided by the embodiment of the present application, in this embodiment, after a delimiting device of a terminal receives problem information input by a user, the problem information is sent to a server, the server delimits the problem information to determine whether a source device generating the problem information is the terminal, the server or an SP server, and after determining second delimiting information corresponding to the problem information, sends device information to the terminal, and then the terminal displays the first delimiting information and the second delimiting information to the user at the same time.

Specifically, the server generally records the content of each operation of the terminal, and obtains an operation log of the terminal. Upon receiving the problem information, the server may rely on a unique identification of the terminal, such as an international mobile equipment identity (International Mobile Equipment Identity, IMEI). Then, the running log of the terminal is retrieved according to the unique identifier of the terminal, and further, whether the problem is a problem generated at the user terminal side and itself can be determined by analyzing the data recorded in the running log. Of course, the server creates the problem based on log delimitation equipment, which is a technology well known to those skilled in the art, and embodiments of the present application will not be described in detail herein.

It should be noted that, the terminal sends the problem information to the server and needs to be executed in the network environment, so the delimiting device can detect whether the network port of the terminal has data transmission after receiving the problem information, and if so, the terminal is considered to be capable of using the network currently, the delimiting device sends the problem information to the server. Of course, the terminal may also control the network function items of the terminal to be fully opened before detecting whether the network port has data transmission.

Furthermore, as can be seen from the description of the update of the problem information base in the above embodiment, in this embodiment, after the server receives the request for updating the delimiting device sent by the terminal, the server sends the delimiting device data packet of the latest version to the terminal; or after updating the delimiting device at the server side, the server actively sends a version updating notification of the delimiting device to the terminal.

In order to further optimize the scheme, in this embodiment, the terminal may further send the first delimiting information to the server, and the server may detect whether the first delimiting information is the same as the second delimiting information, and if the first delimiting information is different from the second delimiting information, it indicates that the first delimiting information may be inaccurate or incomplete, and then the server sends the second delimiting information to the terminal and displays the second delimiting information on the terminal.

Therefore, when the terminal side operates to cause problems, the problem delimiting scope can be improved by comprehensively detecting the terminal side and the server side, and the delimiting result accuracy is higher.

The present solution is described below in terms of application in order to make the technology of the present solution more clear and detailed to those skilled in the art.

In this embodiment, different operation questions are listed in the form of options, and the user directly selects the question description.

When the problem that the mobile phone cannot be connected with the wireless network currently occurs, the user triggers the delimiting device to open the interface of fig. 3, selects the "internet surfing problem", selects the "now" occurrence time and selects the "indoor" location, and at the same time, the GPS module of the mobile phone starts to locate the location where the user is located. When the user triggers the "start detection" button, the delimiting means receives the problem information and starts to perform delimitation based on the problem information base.

It should be noted that, if the mobile phone cannot be connected to the network currently, the delimiting device may control the wireless network function item of the mobile phone to be turned on, then detect whether network transmission is possible, and if network transmission is still not possible, only the terminal side may perform delimiting. If the mobile phone can be connected with the network, but the network signal is poor, when the user clicks the button for starting detection, the delimiting device sends the position information obtained by 'surfing problem', 'present', 'indoor' and positioning to the mobile network server, and the terminal side and the server side execute delimitation simultaneously.

In order to improve user experience, referring to fig. 4, in the process of executing delimitation, the execution progress of the corresponding delimitation end is displayed on the interface of the mobile phone. Specifically, a fixed execution period may be preset, for example, 20s, and when the delimitation is started, a countdown is started, and how much of the total time is currently consumed is calculated, and a corresponding percentage is displayed.

Referring to fig. 5, fig. 5 is a schematic diagram of an interface when problem delimitation provided by the embodiment of the present application is finished, when the delimitation is finished, the delimitation device displays delimitation information on the interface of the mobile phone, if the delimitation result is a problem caused by that the mobile phone end is not set in place, how to set the problem is displayed together, and meanwhile, buttons for setting links can be displayed. The "solution suggestion" section shown in fig. 5 shows that the "mobile phone turns off the data switch, please turn on the data switch", and at the same time, a button for "turning on the data switch" is provided, and the user can click on the button to directly enter the data switch setting interface. In addition, after the user completes setting according to the prompt, the user can trigger're-detection' to verify the operation result. When the user triggers "re-detection", the execution process matches the above description, and the embodiments of the present application are not described here again.

Of course, if the delimiting result indicates that the mobile phone is not improperly set, but the network fails, the user can also feed back the problem to the server when the delimiting result is displayed on the mobile phone interface, so that relevant technicians can repair the network failure in time. Referring to fig. 6, fig. 6 is an interface schematic diagram of the second implementation manner at the end of problem delimitation provided by the embodiment of the present application, and when the problem is caused by a network failure, a user may send the description of the problem and the delimitation result to the server through a "one-key assignment" button on the interface.

In addition, if the user is unfamiliar with the operation of the delimiting means or is more accustomed to the form of dialing a customer service call to determine the cause of the problem, the customer service personnel can also remotely call the terminal information of the mobile phone to delimit the problem. Specifically, the customer service personnel can send a request for retrieving terminal information to the mobile phone through the server, an inquiry window can be displayed on the mobile phone interface, after the user clicks and agrees, the server collects the terminal information of the mobile phone, then delimitation is performed, and after the delimitation is finished, delimitation information is sent to the mobile phone.

It should be clear to those skilled in the art that the foregoing is merely an alternative example of the present application, and that the technical solutions of the embodiments of the present application are not limited thereto, and that simple extensions on the basis of the foregoing description fall within the protection scope of the embodiments of the present application.

In summary, by setting the delimiting device at the terminal side and combining the problem information base, the problem delimiting method provided by the embodiment of the application not only can automatically execute problem delimiting and improve the delimiting efficiency, but also can determine the cause of the problem to a certain extent under the condition of no network connection, thereby saving manpower resources and being quick and timely in delimiting. In addition, delimit with the server jointly, can also enlarge the delimitation scope, improve the accuracy of delimitation.

Fig. 7 is a schematic diagram of a terminal 700 according to an embodiment of the present application. The terminal 700 may be used to perform the methods corresponding to fig. 1 and 2. As shown in fig. 7, the terminal 700 includes a receiving module 701, an acquiring module 702, a detecting module 703 and a displaying module 704, where the 4 modules may be specifically used to perform corresponding processing operations in the methods described in fig. 1 and 2.

For example, the receiving module 701 may be configured to receive problem information entered by a user. The obtaining module 702 may be configured to obtain target terminal state information corresponding to the problem information from a preset problem information base. The detection module 703 may be configured to detect whether the status description information of each function item in the target terminal status information matches the status of the corresponding function item of the terminal. The display module 704 may be configured to display the first positioning information.

Details may be described with reference to relevant portions of the methods described in fig. 1 and 2, and are not repeated here.

It should be understood that the above division of each module is merely a division of a logic function, and may be fully or partially integrated into one physical entity or may be physically separated when actually implemented. In the embodiment of the present application, the receiving module 701 may be implemented by a transceiver, and the acquiring module 702, the detecting module 703 and the displaying module 704 may be implemented by a processor. As shown in fig. 8, the terminal 700 may include a processor 801, a transceiver 802, and a memory 803. The memory 803 may be used to store a program and code preloaded when the terminal 700 leaves the factory, or may be used to store a code executed by the processor 801.

It should be understood that the terminal 700 according to an embodiment of the present application may correspond to the terminal in the method of fig. 1 and 2 according to an embodiment of the present application, in which the transceiver 802 is used to perform various information transceiving performed by the terminal in the method, and the processor 801 is used to perform other processes of the terminal in the method in addition to the information transceiving. And will not be described in detail herein.

Accordingly, fig. 9 is a schematic diagram of a server 900 according to an embodiment of the present application. The server 900 may be used to perform the methods corresponding to fig. 1 and 2. As shown in fig. 9, the server 900 includes a receiving module 901, an acquiring module 902, a retrieving module 903, a screening module 904, a generating module 905, and a transmitting module 906. The 6 modules may be specifically configured to perform the corresponding processing operations in the methods described in fig. 1 and 2.

For example, the receiving module 901 may be configured to receive problem information sent by a terminal. The acquiring module 902 may be configured to acquire terminal information of the terminal. The retrieving module 903 may be configured to retrieve a running log of the terminal; the operation log includes historical terminal information of the terminal. The filtering module 904 may be configured to filter information different from the log record of the running log from the terminal information. The generating module 905 may be configured to generate the second delimitation information from the screened information. The sending module 906 may be configured to send the second delimitation information to the terminal.

The details may refer to the descriptions of the relevant portions of the methods corresponding to fig. 1 and 2, and are not repeated here.

It should be understood that the above division of each module is merely a division of a logic function, and may be fully or partially integrated into one physical entity or may be physically separated when actually implemented. In the embodiment of the present application, the receiving module 901, the obtaining module 902 and the sending module 906 may be implemented by a transceiver, and the retrieving module 903, the filtering module 904 and the generating module 905 may be implemented by a processor. As shown in fig. 10, the server 900 may include a processor 1001, a transceiver 1002, and a memory 1003. The memory 1003 may be used to store a program and code preloaded when the server 900 leaves the factory, or may be used to store a code or the like when the processor 1001 executes.

It should be understood that the server 900 according to an embodiment of the present application may correspond to the server in the method corresponding to fig. 1 and 2 according to an embodiment of the present application, in which the transceiver 1002 is configured to perform various information transceiving performed by the server in the method, and the processor 1001 is configured to perform other processing of the server in the method in addition to the information transceiving. And will not be described in detail herein.

In a specific implementation, corresponding to the terminal and the server, the embodiments of the present application further provide a computer storage medium, where the computer storage medium provided in any device may store a program, and the program may implement some or all of the steps in each embodiment of the problem defining method provided in fig. 1 to 6 when executed. The storage medium in any device may be a magnetic disk, an optical disk, a read-only memory (ROM), a random-access memory (random access memory, RAM), or the like.

In embodiments of the present application, the transceiver may be a wired transceiver, a wireless transceiver, or a combination thereof. The wired transceiver may be, for example, an ethernet interface. The ethernet interface may be an optical interface, an electrical interface, or a combination thereof. The wireless transceiver may be, for example, a wireless local area network transceiver, a cellular network transceiver, or a combination thereof. The processor may be a central processor (English: central processing unit, abbreviated: CPU), a network processor (English: network processor, abbreviated: NP) or a combination of CPU and NP. The processor may further comprise a hardware chip. The hardware chip may be an application-specific integrated circuit (ASIC), a Programmable Logic Device (PLD), or a combination thereof (English: programmable logic device). The PLD may be a complex programmable logic device (English: complex programmable logic device, abbreviated: CPLD), a field programmable gate array (English: field-programmable gate array, abbreviated: FPGA), a general-purpose array logic (English: generic array logic, abbreviated: GAL), or any combination thereof. The memory may include volatile memory (english) such as random-access memory (RAM); the memory may also include a nonvolatile memory (english: non-volatile memory), such as a read-only memory (ROM), a flash memory (english: flash memory), a hard disk (HDD) or a Solid State Disk (SSD); the memory may also comprise a combination of the above types of memories.

A bus interface may also be included in fig. 8 and 10, which may include any number of interconnected buses and bridges, with various circuits of the memory, in particular, represented by one or more of the processors and the memory, being linked together. The bus interface may also link together various other circuits such as peripheral devices, voltage regulators, power management circuits, etc., which are well known in the art and, therefore, will not be described further herein. The bus interface provides an interface. The transceiver provides a means for communicating with various other apparatus over a transmission medium. The processor is responsible for managing the bus architecture and general processing, and the memory may store data used by the processor in performing operations.

It will also be appreciated by those skilled in the art that the various illustrative logical blocks (illustrative logical block) and steps (step) described in connection with embodiments of the present application may be implemented in electronic hardware, computer software, or combinations of both. Whether such functionality is implemented as hardware or software depends upon the particular application and design requirements of the overall system. Those skilled in the art may implement the described functionality in varying ways for each particular application, but such implementation is not to be understood as beyond the scope of the embodiments of the present application.

The various illustrative logical blocks and circuits described in connection with the embodiments of the present application may be implemented or performed with a general purpose processor, a digital signal processor, an Application Specific Integrated Circuit (ASIC), a Field Programmable Gate Array (FPGA) or other programmable logic device, discrete gate or transistor logic, discrete hardware components, or any combination thereof designed to perform the functions described herein. A general purpose processor may be a microprocessor, but in the alternative, the general purpose processor may be any conventional processor, controller, microcontroller, or state machine. A processor may also be implemented as a combination of computing devices, e.g., a digital signal processor and a microprocessor, a plurality of microprocessors, one or more microprocessors in conjunction with a digital signal processor core, or any other similar configuration.

The steps of a method or algorithm described in connection with the embodiments disclosed herein may be embodied directly in hardware, in a software unit executed by a processor, or in a combination of the two. The software elements may be stored in RAM memory, flash memory, ROM memory, EPROM memory, EEPROM memory, registers, hard disk, a removable disk, a CD-ROM, or any other form of storage medium known in the art. In an example, a storage medium may be coupled to the processor such that the processor can read information from, and write information to, the storage medium. In the alternative, the storage medium may be integral to the processor. The processor and the storage medium may reside in an ASIC, which may reside in a UE. In the alternative, the processor and the storage medium may reside in different components in a UE.

It should be understood that, in various embodiments of the present application, the sequence number of each process does not mean that the execution sequence of each process should be determined by its functions and internal logic, and should not constitute any limitation on the implementation process of the embodiments of the present application.

In the above embodiments, it may be implemented in whole or in part by software, hardware, firmware, or any combination thereof. When implemented in software, may be implemented in whole or in part in the form of a computer program product. The computer program product includes one or more computer instructions. When loaded and executed on a computer, produces a flow or function in accordance with embodiments of the present application, in whole or in part. The computer may be a general purpose computer, a special purpose computer, a computer network, or other programmable apparatus. The computer instructions may be stored in or transmitted from one computer-readable storage medium to another, for example, by wired (e.g., coaxial cable, optical fiber, digital Subscriber Line (DSL)), or wireless (e.g., infrared, wireless, microwave, etc.). The computer readable storage medium may be any available medium that can be accessed by a computer or a data storage device such as a server, data center, etc. that contains an integration of one or more available media. The usable medium may be a magnetic medium (e.g., floppy Disk, hard Disk, magnetic tape), an optical medium (e.g., DVD), or a semiconductor medium (e.g., solid State Disk (SSD)), etc.

All parts of the specification are described in a progressive manner, and all parts of the embodiments which are the same and similar to each other are referred to each other, and each embodiment is mainly described as being different from other embodiments. In particular, for apparatus and system embodiments, the description is relatively simple, as it is substantially similar to method embodiments, with reference to the description of the method embodiments section.

While preferred embodiments of the present application have been described, additional variations and modifications in those embodiments may occur to those skilled in the art once they learn of the basic inventive concepts. It is therefore intended that the following claims be interpreted as including the preferred embodiments and all such alterations and modifications as fall within the scope of the application.

It will be apparent to those skilled in the art that various modifications and variations can be made to the present application without departing from the spirit or scope of the application. Thus, it is intended that the present application also include such modifications and alterations insofar as they come within the scope of the appended claims or the equivalents thereof.

Claims

1. A method of problem delimitation, comprising:

the terminal receives problem information input by a user;

The terminal acquires target terminal state information corresponding to the problem information from a preset problem information base, wherein the problem information base maintains the corresponding relation between each piece of problem information and the corresponding terminal state information, and the terminal state information comprises at least one piece of function item state description information for generating a problem corresponding to the corresponding problem information;

the terminal detects whether the state description information of each function item in the target terminal state information is matched with the state of the corresponding function item of the terminal or not, and takes the function item state description information matched with the state of the corresponding function item of the terminal as first defining information of the problem information; the first delimitation information is delimitation information determined by a terminal side;

the terminal sends the problem information to a server, and triggers the server to generate second delimitation information of the problem information, wherein the second delimitation information comprises source equipment information which is determined by the server and generates a problem corresponding to the problem information;

the terminal receives the second delimitation information;

the terminal displays the first delimitation information and the second delimitation information.

2. The question delimiting method of claim 1, wherein after the receiving user-entered question information, the method further comprises:

The terminal detects whether the network port has data transmission or not;

and if the network port has data transmission, the terminal executes the step of sending the problem information to a server and triggering the server to generate second delimitation information of the problem information.

3. The problem-bounding method of claim 2, wherein before the terminal detects whether a network port has data transmission, the method further comprises:

and the terminal controls the network function items to be all opened.

4. The problem delimitation method according to claim 2, characterized in that before the terminal receives the second delimitation information, the method further comprises:

the terminal receives a request for acquiring terminal information sent by the server; the terminal information comprises equipment information and operation information of the terminal;

and the terminal sends the terminal information to the server, and triggers the server to generate the second delimitation information according to the terminal information.

5. A question delimiting method according to any of claims 1 to 3, wherein after receiving the question information entered by the user, before searching the target terminal state information corresponding to the question information from a preset question information base, the method further comprises:

The terminal obtains the latest version number of the problem information base from the server;

when the current version number of the problem information base is not the latest version number, the terminal acquires the problem information base corresponding to the latest version number from the server;

and the terminal uses the problem information base corresponding to the latest version number to replace the problem information base.

6. A method of problem delimitation, comprising:

the server receives the problem information sent by the terminal;

the server acquires terminal information of the terminal, wherein the terminal information comprises equipment information and operation information of the terminal;

the server invokes the running log of the terminal; the operation log comprises historical terminal information of the terminal;

the server screens information which is different from the record of the operation log from the terminal information;

the server generates second delimitation information according to the screened information; the second delimitation information comprises source equipment information for generating a problem corresponding to the problem information;

the server acquires first defining information; the first defining information is functional item state description information which is selected from target terminal state information and matched with the state of a corresponding functional item of the terminal after the terminal acquires the target terminal state information corresponding to the problem information from a preset problem information base; the problem information base maintains the corresponding relation between each piece of problem information and the corresponding terminal state information, wherein the terminal state information comprises at least one piece of function item state description information for generating corresponding problems of the corresponding problem information;

The server judges whether the second delimitation information is the same as the first delimitation information;

and when the second delimitation information is different from the first delimitation information, the server sends the second delimitation information to the terminal, and the terminal is triggered to display the second delimitation information.

7. The problem-bounding method of claim 6, further comprising:

the server sends the latest version number of the problem information base to the terminal;

when a request for acquiring the problem information base corresponding to the latest version number sent by the terminal is received, the problem information base corresponding to the latest version number is sent to the terminal; and triggering the terminal to replace the problem information base by using the problem information base corresponding to the latest version number.

8. A problem delimitation apparatus, characterized in that the apparatus is provided to a terminal, comprising:

the receiving module is used for receiving the problem information input by the user;

the system comprises an acquisition module, a processing module and a processing module, wherein the acquisition module is used for acquiring target terminal state information corresponding to problem information from a preset problem information base, wherein the problem information base maintains the corresponding relation between each piece of problem information and corresponding terminal state information, and the terminal state information comprises at least one piece of function item state description information for generating corresponding problems of the corresponding problem information;

The detection module is used for respectively detecting whether the state description information of each function item in the target terminal state information is matched with the state of the corresponding function item of the terminal, and the state description information of the function item matched with the state of the corresponding function item of the terminal is used as first boundary information of the problem information; the first delimitation information is delimitation information determined by a terminal side;

the sending module is used for sending the problem information to a server and triggering the server to generate second delimitation information of the problem information; the second delimitation information comprises source equipment information which is determined by the server and generates a problem corresponding to the problem information;

the receiving module is further configured to receive the second delimiting information; and the display module is used for displaying the first delimitation information and the second delimitation information.

9. The problem-delimiting means of claim 8, wherein the means further comprises: a transmitting module, wherein,

the detection module is also used for detecting whether the network port has data transmission or not;

the sending module is further configured to send the problem information to a server when the network port has data transmission, and trigger the server to generate second delimitation information of the problem information.

10. The problem-delimiting means of claim 9, wherein the means further comprises a control module,

and the control module is used for controlling the network function items to be completely opened.

11. The problem-delimiting means of claim 9,

the receiving module is further used for receiving a request for acquiring terminal information sent by the server; the terminal information comprises equipment information and operation information of the terminal;

the sending module is further configured to send the terminal information to the server, and trigger the server to generate the second delimitation information according to the terminal information.

12. Problem-delimiting means according to any of claims 8 to 10,

the acquisition module is further used for acquiring the latest version number of the problem information base from the server; the server is further used for obtaining a problem information base corresponding to the latest version number from the server when the current version number of the problem information base is not the latest version number;

and the updating module is used for replacing the problem information base by using the problem information base corresponding to the latest version number.

13. A problem delimiter, the apparatus being arranged at a server, comprising:

The receiving module is used for receiving the problem information sent by the terminal;

the terminal information acquisition module is used for acquiring terminal information of the terminal, wherein the terminal information comprises equipment information and operation information of the terminal;

the calling module is used for calling the operation log of the terminal; the operation log comprises historical terminal information of the terminal;

the screening module is used for screening information which is different from the record of the running log from the terminal information;

the generation module is used for generating second delimitation information according to the screened information; the second delimitation information comprises source equipment information for generating a problem corresponding to the problem information;

the acquisition module is also used for acquiring first definition information; the first defining information is functional item state description information which is selected from target terminal state information and matched with the state of a corresponding functional item of the terminal after the terminal acquires the target terminal state information corresponding to the problem information from a preset problem information base; the problem information base maintains the corresponding relation between each piece of problem information and the corresponding terminal state information, wherein the terminal state information comprises at least one piece of function item state description information for generating corresponding problems of the corresponding problem information; the sending module is used for judging whether the second delimitation information is the same as the first delimitation information or not; and when the second delimitation information is different from the first delimitation information, sending the second delimitation information to the terminal, and triggering the terminal to display the second delimitation information.

14. A terminal, comprising: a processor, a memory, and a transceiver; the processor may execute a program or instructions stored in the memory to implement the steps of:

invoking the transceiver to receive problem information input by a user;

acquiring target terminal state information corresponding to the problem information from a preset problem information base, wherein the problem information base maintains the corresponding relation between each piece of problem information and the corresponding terminal state information, and the terminal state information comprises at least one piece of function item state description information for generating a problem corresponding to the corresponding problem information; detecting whether the state description information of each function item in the target terminal state information is matched with the state of the corresponding function item of the terminal or not, and taking the function item state description information matched with the state of the corresponding function item of the terminal as first defining information of the problem information; the first delimitation information is delimitation information determined by a terminal side; the problem information is sent to a server, and the server is triggered to generate second delimitation information of the problem information, wherein the second delimitation information comprises source equipment information which is determined by the server and generates a problem corresponding to the problem information; receiving the second delimitation information; displaying the first delimitation information and the second delimitation information.

15. The terminal of claim 14, wherein, after invoking the transceiver to receive user-entered problem information,

the processor is further configured to detect whether a network port of the transceiver has data transmission; and when the network port has data transmission, executing the step of calling the transceiver to send the problem information to a server and triggering the server to generate second delimitation information of the problem information.

16. The terminal of claim 15, wherein the processor, prior to performing detecting whether the network port of the transceiver has data to transmit,

but also for controlling the network function to be fully opened.

17. The terminal of claim 15, wherein when the network port has a data transmission, the processor, before invoking the transceiver to receive and display the second delimitation information sent by the server,

the transceiver is also used for calling the transceiver to receive a request for acquiring terminal information sent by the server; the terminal information comprises equipment information and operation information of the terminal, the terminal information is sent to the server, and the server is triggered to generate the second delimitation information according to the terminal information.

18. The terminal of any one of claims 14 to 16, wherein the processor, after invoking the transceiver to receive the question information entered by the user, before performing a search for target terminal state information corresponding to the question information from a preset question information base,

the server is also used for obtaining the latest version number of the problem information base from the server; and when the current version number of the problem information base is not the latest version number, calling the transceiver to acquire the problem information base corresponding to the latest version number from the server, and replacing the problem information base by using the problem information base corresponding to the latest version number.

19. A server, comprising: a processor, a memory, and a transceiver; the processor may execute a program or instructions stored in the memory to implement the steps of:

invoking the transceiver to receive problem information sent by a terminal and terminal information of the terminal, wherein the terminal information comprises equipment information and operation information of the terminal; calling an operation log of the terminal; the operation log comprises historical terminal information of the terminal; screening information which is different from the record of the operation log from the terminal information; generating second delimitation information according to the screened information; the second delimitation information comprises source equipment information for generating a problem corresponding to the problem information; acquiring first definition information; the first defining information is functional item state description information which is selected from target terminal state information and matched with the state of a corresponding functional item of the terminal after the terminal acquires the target terminal state information corresponding to the problem information from a preset problem information base; the problem information base maintains the corresponding relation between each piece of problem information and the corresponding terminal state information, wherein the terminal state information comprises at least one piece of function item state description information for generating corresponding problems of the corresponding problem information; judging whether the second delimitation information is the same as the first delimitation information; and when the second delimitation information is different from the first delimitation information, calling the transceiver to send the second delimitation information to the terminal, and triggering the terminal to display the second delimitation information.