CN111199323A - Abnormal call management method and device - Google Patents
Abnormal call management method and device Download PDFInfo
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- CN111199323A CN111199323A CN201811372151.4A CN201811372151A CN111199323A CN 111199323 A CN111199323 A CN 111199323A CN 201811372151 A CN201811372151 A CN 201811372151A CN 111199323 A CN111199323 A CN 111199323A
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Abstract
The invention provides an abnormal call management method and a device, wherein the method comprises the following steps: step one, an abnormal pool unit receives abnormal call information; step two, the exception pool unit matches the corresponding exception to-be-solved unit according to the received exception type; step three, the unit to be solved for the abnormity randomly distributes the abnormity to an abnormity processing unit; and step four, the exception handling unit judges whether the exception can be solved in time, if so, the exception handling unit receives the processing task, and if not, the exception returns to the exception to-be-solved unit to be redistributed. The invention has the beneficial effects that: by managing the abnormal calls, the existing resources are fully utilized, the hardware investment is reduced, and the abnormal processing flow is optimized.
Description
Technical Field
The invention relates to the field of industrial Internet of things, in particular to an abnormal call management method and device.
Background
The industrial internet of things is a new stage which continuously integrates various acquisition and control sensors or controllers with sensing and monitoring capabilities, mobile communication, intelligent analysis and other technologies into each link of an industrial production process, so that the manufacturing efficiency is greatly improved, the product quality is improved, the product cost and the resource consumption are reduced, and the traditional industry is finally promoted to be intelligent.
The abnormal call management is a non-negligible link in the systematic industrial production and is called an ampere lamp system, the abnormality comprises material shortage, material abnormality, equipment abnormality, quality abnormality and the like, and the conventional technology is characterized in that an abnormal key is arranged on a production line, an indicator lamp is triggered to give an alarm through the abnormal key, and then abnormal information is pushed to corresponding related responsible persons. However, the indicator lamp increases the system cost to a certain extent, and with the development of intelligent manufacturing technology, the alarm lamp in the form of hardware is replaced by a systematized and intelligent method and a unitized form.
Disclosure of Invention
Based on the above background, the present invention provides an abnormal call management method, which specifically includes:
step one, an abnormal pool unit receives abnormal call information;
step two, the exception pool unit matches the corresponding exception to-be-solved unit according to the received exception type;
step three, the unit to be solved for the abnormity randomly distributes the abnormity to an abnormity processing unit;
and step four, the exception handling unit judges whether the exception can be solved in time, if so, the exception handling unit receives the processing task, and if not, the exception returns to the exception to-be-solved unit to be redistributed.
Preferably, the step four-reassignment method comprises: and the abnormal to-be-solved unit randomly allocates the abnormal processing unit again from the residual allocable resources, executes the step four again, sequentially circulates, and stores the abnormal call information into a serious abnormal list if the abnormal to-be-solved unit cannot be allocated again.
Preferably, the system further comprises a timeout determining unit, and if the exception handling time reaches a threshold, the system sends the early warning notification information to the exception handling unit.
Preferably, the system further comprises a timeout determining unit, if the exception handling time reaches the threshold, the task of the exception handling unit is terminated, and the exception call information is returned to the exception to-be-solved unit.
Preferably, the terminal device further comprises an abnormality removing unit which receives the abnormality removing information of the abnormality processing unit and sends the notification information to the terminal device.
Preferably, the method further comprises the step of analyzing all the exception information by an exception analysis unit for exceptions to be distributed, exceptions to be processed and processed exceptions.
Preferably, the system further comprises an anomaly display unit for displaying the anomaly analysis result in a terminal.
Preferably, the terminal equipment comprises a mobile phone, a computer, a PDA and a display panel.
The invention provides an abnormal call management device, which comprises:
the receiving module is used for receiving the abnormal call information by the abnormal pool unit, and the abnormal pool unit is matched with the corresponding abnormal unit to be solved according to the received abnormal type;
the to-be-solved module is used for randomly distributing the abnormity to the abnormity processing unit by the abnormity to-be-solved unit;
and the processing module is used for judging whether the abnormal processing unit can solve in time, receiving the processing task if the abnormal processing unit can solve in time, and returning the abnormal to-be-solved unit to be redistributed if the abnormal processing unit cannot solve the problem.
The invention provides an abnormal call management device, which specifically comprises:
a processor;
a memory for storing processor-executable instructions;
wherein the processor is configured to implement the method of the present invention.
The invention has the advantages that: by managing the abnormal calls, the existing resources are fully utilized, the hardware investment is reduced, and the abnormal processing flow is optimized.
Drawings
The foregoing and/or additional aspects and advantages of the present invention will become apparent and readily appreciated from the following description of the embodiments, taken in conjunction with the accompanying drawings of which:
fig. 1 is a basic schematic diagram of an abnormal call management method according to an embodiment of the present invention;
fig. 2 is a flowchart illustrating an abnormal call management method according to an embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the present invention more apparent, the present invention is described in further detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.
Fig. 1 is a basic schematic diagram of an abnormal call management method according to an embodiment of the present invention, as shown in fig. 1, the method includes:
the abnormal pool unit receives abnormal information provided by the production line terminal equipment, wherein the abnormal information provided by the production line terminal equipment comprises abnormal occurrence time, frequency, position information and the like. Due to the popularization of intelligent equipment, a user can put forward only by accessing a small program or a client.
The exception pool unit is matched with the corresponding exception to-be-solved unit according to the received exception type, the exceptions of different types correspond to different solving departments, the exception pool unit needs to be automatically matched with the associated departments in the database, and a plurality of processing personnel capable of processing the exceptions to be solved are arranged in the departments.
The abnormal task randomly distributed by the abnormal unit to be solved has the following two modes:
the first preferred embodiment:
and when the unit to be solved for the abnormity randomly distributes the abnormity to the abnormity processing unit, the abnormal processing personnel is evaluated in the system in advance, the evaluation standard comprises the existing task load and a new abnormity difficulty coefficient, a proper range of acceptable tasks is screened out, the tasks are distributed to a plurality of processing personnel, and the task is distributed to the responder if the processing personnel performs task response.
The second preferred embodiment:
and when the unit to be solved for the abnormity randomly distributes the abnormity to the abnormity processing unit, evaluating the abnormal processing personnel in the system in advance, wherein the evaluation standard comprises the existing task load and a new abnormity difficulty coefficient, screening out a proper acceptable task range, and randomly distributing the task to a certain processor.
Preferably, the exception handler can also reject the task through the terminal due to leave request, work content change, task arrangement of other uninformed systems, and the like, and the exception information is returned to the exception to-be-solved unit.
Fig. 2 is a schematic flow chart of an abnormal call management method according to an embodiment of the present invention, and further description is given on the premise that an abnormal task is responded based on the description of fig. 1, and a responder considers that a fault can be handled in time. As shown in fig. 2, the flowchart corresponds to a plurality of embodiments.
The first embodiment is as follows:
and the exception handling unit sets task time limit for the distributed tasks and counts time, and if the tasks are solved within the limited time, the exception removing unit sends success information to the terminal.
Example two:
and the exception processing unit sets task time limit for the distributed tasks and counts time, if the tasks are not solved within the limited time, the exception information is returned to the exception to-be-solved unit.
Example three:
the exception handling unit sets task time limit for the distributed tasks and counts time, the tasks are not solved within the limited time, the system reserves certain elastic time called threshold, and the tasks are solved within the elastic time, and the exception removing unit sends success information to the terminal.
Example four:
and the exception processing unit sets task time limit for the distributed tasks and counts time, the tasks are still not solved within the limited time, a certain elastic time called a threshold value is reserved in the system, and if the tasks are not solved within the elastic time, the exception information is returned to the exception to-be-solved unit.
And the abnormal to-be-solved unit is randomly allocated to the abnormal processing unit again from the residual allocable resources, and the abnormal call management scheme is executed again. One extreme case is that after several cycles of the exception (the exception to be solved unit can mark the number of exception allocation times and set the allocation upper limit to prevent the exception staying time from being too long), the exception still cannot be solved or no one has accepted the exception handling task, which indicates that the problem is serious, and the exception handling unit can directly send alarm information to a specific terminal to handle the exception by means of external force.
In the process of exception handling, the exception analysis unit carries out real-time analysis on exception states, including multidimensional analysis on exceptions to be distributed, exceptions to be handled and processed exceptions according to quantity, proportion, difficulty and the like.
The abnormity display unit visually displays an abnormity analysis result, and the display terminal comprises: mobile phones, computers, PDAs, display panels, etc., which are convenient for managers to make further work arrangement.
According to another embodiment, an abnormal call management apparatus is further provided, and the apparatus includes:
the receiving module is used for receiving the abnormal call information by the abnormal pool unit, and the abnormal pool unit is matched with the corresponding abnormal unit to be solved according to the received abnormal type;
the to-be-solved module is used for randomly distributing the abnormity to the abnormity processing unit by the abnormity to-be-solved unit;
and the processing module is used for judging whether the abnormal processing unit can solve in time, receiving the processing task if the abnormal processing unit can solve in time, and returning the abnormal to-be-solved unit to be redistributed if the abnormal processing unit cannot solve the problem.
According to an embodiment of yet another aspect, there is also provided an exception call management apparatus, comprising a processor, a memory for storing processor-executable instructions; wherein the processor is configured to implement the method as described in figures 1 and 2.
It should be noted that the above-mentioned embodiments are only preferred embodiments of the present invention, and are used to help understand the method and core idea of the present invention, and the embodiments and application scope may be changed. It will be apparent to those skilled in the art that various changes and modifications can be made without departing from the spirit and scope of the invention.
Claims (10)
1. A method for abnormal call management, the method comprising:
step one, an abnormal pool unit receives abnormal call information;
step two, the exception pool unit matches the corresponding exception to-be-solved unit according to the received exception type;
step three, the unit to be solved for the abnormity randomly distributes the abnormity to an abnormity processing unit;
and step four, the exception handling unit judges whether the exception can be solved in time, if so, the exception handling unit receives the processing task, and if not, the exception returns to the exception to-be-solved unit to be redistributed.
2. The abnormal call management method of claim 1, wherein said step of quad reassignment method comprises: and the abnormal to-be-solved unit randomly allocates the abnormal processing unit again from the residual allocable resources, executes the step four again, sequentially circulates, and stores the abnormal call information into a serious abnormal list if the abnormal to-be-solved unit cannot be allocated again.
3. The abnormal call management method according to claim 1, further comprising a timeout determining unit for sending an early warning notification message to the abnormal processing unit if the abnormal processing time reaches a threshold value.
4. The abnormal call management method according to claim 1, further comprising a timeout determining unit, wherein if the abnormal processing time reaches a threshold, the task of the abnormal processing unit is terminated, and the abnormal call information is returned to the abnormal to-be-solved unit.
5. The abnormal call management method according to any one of claims 1 to 4, further comprising an abnormality removing unit that receives the abnormality removing information of the abnormality processing unit and sends notification information to the terminal device.
6. The abnormal call management method according to any one of claims 1 to 4, further comprising performing analysis of all abnormal information by an abnormal analysis unit on the abnormality to be distributed, the abnormality to be processed, and the processed abnormality.
7. The abnormal call management method according to claim 6, further comprising an abnormal presentation unit for performing terminal presentation of the abnormal analysis result.
8. The abnormal call management method according to claim 5, wherein said terminal device comprises a mobile phone, a computer, a PDA, a display panel.
9. An abnormal call management apparatus, characterized in that the apparatus comprises:
the receiving module is used for receiving the abnormal call information by the abnormal pool unit, and the abnormal pool unit is matched with the corresponding abnormal unit to be solved according to the received abnormal type;
the to-be-solved module is used for randomly distributing the abnormity to the abnormity processing unit by the abnormity to-be-solved unit;
and the processing module is used for judging whether the abnormal processing unit can solve in time, receiving the processing task if the abnormal processing unit can solve in time, and returning the abnormal to-be-solved unit to be redistributed if the abnormal processing unit cannot solve the problem.
10. An abnormal call management apparatus, characterized in that the apparatus comprises:
a processor;
a memory for storing processor-executable instructions;
wherein the processor is configured to implement the method of any one of claims 1-8.
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| CN201811372151.4A CN111199323A (en) | 2018-11-19 | 2018-11-19 | Abnormal call management method and device |
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| CN201811372151.4A CN111199323A (en) | 2018-11-19 | 2018-11-19 | Abnormal call management method and device |
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Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN113723779A (en) * | 2021-08-18 | 2021-11-30 | 上海羚数智能科技有限公司 | Method for automatically assigning processor after reporting abnormal problem |
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Application publication date: 20200526 |