CN113783732A - Configuration method and configuration device for 5G complaint forward flow - Google Patents
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Abstract
The invention provides a configuration method and a configuration device for a 5G complaint advancing process. In one embodiment, the low code configuration device of the 5G complaint forwarding process encapsulates complaint information collection, number verification capability, terminal verification capability, network verification capability and the like in a 5G scenario into a service capability service unit, and customizes the 5G complaint forwarding support capability by using a visual, interactive and configurable arrangement rule mode, thereby effectively improving the 5G complaint support efficiency.
Description
Technical Field
The invention relates to the technical field of business support, in particular to a configuration method and a configuration device for a 5G complaint antedisplacement process.
Background
The complaint forwarding support is used as an important means for the complaint management of an operator, and the information such as user configuration information, service signing/using conditions, network quality, fault location/time, history/repeated complaints and the like is loaded in a built-in mode by constructing a standardized and intelligent complaint forwarding flow, so that the complaint preprocessing process is completely marked, the complaint interception rate is effectively improved, and the cross-domain and cross-professional application of optimal resources is realized to improve the customer satisfaction.
With the arrival of the 5G era, the quick and quick business innovation mode of operators is to push the complaint forwarding capacity to be improved, on one hand, complaint contacts of new media are continuously emerged, each type of business contact is required to be adapted to the complaint forwarding flow conforming to the characteristics of the channel of the operator, the complaint forwarding capacity of the new contact on the shelf is long in time consumption and often loses the strategic opportunity of the operation development of the new media; on the other hand, the 5G internet access, voice and message services are large in size, the complaint preprocessing circulation steps are complex, the complaint forwarding capacity is constructed by using a process driving function, but the interface service loaded by the process node is tightly coupled with the service function, the interface service code reuse rate is low, a great deal of development work is generated, and the maintenance cost is huge.
Therefore, it is necessary to construct a flexibly configurable 5G complaint forwarding capability, so as to better meet the requirements of the developing 5G new service scenes. The prior complaint advancement treatment methods are as follows:
1. the service capacity required by the complaint antedisplacement processing flow nodes is gathered with the service flow, and the configurable atomic capacity cannot be formed;
2. nodes in each step of the complaint antedisplacement treatment process cannot be flexibly configured, and the operation organization lacks the free combination capability;
3. interaction of each step of the complaint forward-moving treatment process needs triggering and loading for many times, and generally only marking treatment can be realized in a hard coding mode, so that the online maintenance cost is high.
Disclosure of Invention
In view of this, the present application provides a method and an apparatus for configuring a 5G complaint advancement process.
In a first aspect, an embodiment of the present application provides a method for configuring a 5G complaint advancement procedure, including:
packaging a plurality of service capabilities in a 5G scene into a service capability service unit, wherein the service capability service unit comprises at least one atomic service and a combined service;
receiving user complaint information, determining a complaint preprocessing service flow according to the complaint information, and acquiring at least one atomic service and/or at least one combined service from the service capacity service unit to form each service node of the complaint preprocessing service flow;
executing the complaint preprocessing service flow to generate complaint processing result information;
and outputting the complaint processing result information.
Optionally, the multiple service capabilities in the 5G scenario include: at least one of complaint information collection capability, verification number capability, verification terminal capability and verification network capability in the 5G scenario.
Optionally, the complaint processing result information includes: at least one of complaint chief reasons, primary treatment recommendations, complaint chief reasons, secondary treatment recommendations, other reasons, and recommendations.
Optionally, the complaint information includes: at least one of fault information required to complain, mobile phone number information of faults and time of faults.
Optionally, after obtaining at least one atomic service and/or at least one combinational service from the service capability service unit and forming each service node of the complaint preprocessing service flow, the method further includes:
receiving a user operation, the operation comprising: at least one of dragging, connecting and setting;
and updating the complaint preprocessing service flow according to the user operation.
Optionally, the executing the complaint preprocessing service flow, and the generating complaint processing result information includes:
executing the complaint preprocessing service flow to generate first complaint processing result information;
receiving modification operation of a user on at least one node in the complaint preprocessing service flow; the modifying operation includes: modifying parameter information of the node, the parameter information comprising: at least one of an occurrence time of the failure, an occurrence location of the failure;
re-executing the complaint preprocessing service flow according to the modified parameter information of the node to generate second complaint processing result information; the second complaint processing result information includes the first complaint processing result information.
Optionally, before re-executing the complaint preprocessing service flow according to the modified parameter information of the node, the method further includes:
obtaining historical execution information of the complaint preprocessing service flow, and obtaining executed node information in the complaint preprocessing service flow according to the historical execution information;
when the complaint preprocessing service flow is re-executed, judging whether the parameter information of the node to be executed is modified;
and acquiring the execution result information of the unmodified nodes according to the historical execution information based on the condition that the parameter information of the nodes needing to be executed is not modified.
Optionally, the re-executing the complaint preprocessing service flow according to the modified parameter information of the node, and generating second complaint processing result information includes:
executing the modified node information in the complaint preprocessing service flow, and acquiring the execution result information of the modified node;
and generating the second complaint information according to the execution result information of the modified nodes and the execution result information of the unmodified nodes.
In a second aspect, an embodiment of the present application further provides a device for configuring a 5G complaint advancement procedure, including:
the service management unit is used for encapsulating a plurality of service capabilities in a 5G scene into a service capability service unit, and the service capability service unit comprises at least one atomic service and a combined service;
the flow management unit is used for determining a complaint preprocessing service flow according to the received user complaint information, and acquiring at least one atomic service and/or at least one combined service from the service capacity service unit to form each service node of the complaint preprocessing service flow;
the flow operation unit is used for executing the complaint preprocessing service flow and generating complaint processing result information;
and the presentation management unit is used for outputting the complaint processing result information.
The embodiment of the application provides a configuration method and a configuration device for a 5G complaint advancing process. In one embodiment, service functions of nodes in each step of the 5G complaint advancement process are decoupled, and after capability encapsulation is performed on the 5G complaint advancement service functions, a simplified and efficient service capability unit is obtained. When the complex 5G complaint forward flow is oriented, the required flow is formed by freely combining visual, interactive and settable arrangement rule modes, the 5G complaint forward flow is assembled according to a defined sequence by various service capabilities, and the forward flow is rapidly integrated through low codes.
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In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the drawings needed to be used in the description of the embodiments are briefly introduced below, and it is obvious that the drawings in the following description are only some embodiments of the present invention, and it is obvious for those skilled in the art to obtain other drawings based on these drawings without creative efforts.
FIG. 1 is a schematic view of a complaint forwarding process;
FIG. 2 is a schematic structural diagram of a low code allocation apparatus for a 5G complaint advancement process according to an embodiment of the present application;
FIG. 3 is a schematic view of a configuration process of a 5G complaint advancement process according to an embodiment of the present application;
fig. 4 is a schematic diagram of an atomic service configuration interface according to an embodiment of the present disclosure;
FIG. 5a is a schematic diagram of a combined service configuration interface according to an embodiment of the present disclosure;
FIG. 5b is a schematic diagram of a push window interface according to an embodiment of the present disclosure;
fig. 6 is a schematic view of a process configuration interface according to an embodiment of the present disclosure;
fig. 7 is a schematic view of a 5G complaint processing flow implemented based on a 5G complaint advancement flow configuration according to an embodiment of the present application.
Detailed Description
The technical solution of the present invention is further described in detail by the accompanying drawings and embodiments.
As shown in fig. 1, the existing telecom operator complaint support platform usually adopts a hard coding method for processing a 4G complaint advancement process, one process needs to correspondingly develop and code a whole set of complaint advancement process, and business rules, user attributes, trigger conditions and interface services involved in the process are tightly coupled together and are solidified according to the hard coding method to form a corresponding process processing method. However, when facing a 5G service forwarding process with high service complexity, due to different attributes of the 5G complaint user and different conditions of 5G service characteristics, the related 5G complaint forwarding processes may be executed in different orders or need to be changed according to the conditions. The traditional hard-coding and tight-coupling mode inevitably increases the development and maintenance cost and cannot adapt to the requirement of the rapid innovation development of the 5G service.
The method takes the construction of a custom 5G complaint forwarding flow with configurable low codes as a core, decouples a rear-end rule and a front-end service function, abstracts the node functions of the forward preprocessing flow steps into service capacity, and forms the combined 5G complaint forwarding flow by using a visual, interactive and settable arrangement rule mode, thereby effectively meeting different service scenes and supporting the agile iterative use of 5G upper-layer services.
In the embodiment of the invention, the low code configuration device of the 5G complaint forwarding process encapsulates complaint information collection, number verification capability, terminal verification capability, network verification capability and the like in a 5G scene into a service capability service unit, and the 5G complaint forwarding support capability is customized by using a visual, interactive and settable arrangement rule mode, so that the 5G complaint forwarding support efficiency is effectively improved.
Fig. 2 is a low code configuration apparatus for 5G complaint advancement process according to an embodiment of the present invention, including: a service management module 201, a process management module 202, a presentation management module 203, a process configuration module 204, a process operation module 205, and a process engine module 206.
The service management module 201 provides service contents such as atomic service, composite service, service test, service release, service off-shelf, and the like. Specifically, the service management module 201 may define an atomic service and a composite service, wherein the atomic service refers to a service unit that does not subdivide the service capability any more. A composite service is a service defined by a choreographed rule set based on an atomic service. Further, the service management module 201 may define service contents such as a service name, a service type, a service version, an input parameter, an output parameter, and a release path, and may organize and combine atomic services to form a new composite service through operations such as dragging, connecting, and setting, and may also test and release off-shelf services to provide life cycle management of the services.
In one example, the service management module 201 may package complaint information collection, verification of number capabilities, verification of terminal capabilities, verification of network capabilities, and the like into an atomic service or a composite service.
The process management module 202 may manage the content by process definition, rule setting, process testing, process publishing, process off-shelf, and the like. Specifically, the process management module 202 is configured to form the complaint advancement process by arranging the atomic service or the combined service encapsulated by the service management module 201 according to the programmable rule for different complaint advancement processes.
The process configuration module 204 may define process contents such as process name, process version, input parameters, output parameters, etc.; and providing a starting node, an ending node, a parallel node, a service node and an action node for a free combination process. Meanwhile, the method can test, release and off-shelf processes, and provides life cycle management for the processes.
The presentation management module 203 provides page management of a presentation template, and the presentation template defines a presentation form of complaint forwarding problem navigation step interaction in a rule setting manner based on a predefined complaint preprocessing flow. In one example, the presentation management module 203 can define overall presentation output content including complaint main causes, main processing suggestions, complaint auxiliary causes, auxiliary processing suggestions, other causes, and suggestions. In one example, the presentation management module 203 can adjust the presentation order of the interface step nodes to set presentation base properties, presentation behavior properties, and the like. Meanwhile, the template can be released and off-shelf presented, and life cycle management of the presented template is provided.
The process configuration module 204 is configured to execute corresponding database read/write operations according to page operations of service management, process management, and presentation management, execute a page request when a complaint is forwarded to a support scene page, and return configuration parameters of relevant service management, process management, and presentation management.
The process execution program in the process execution module 205 is an operation instance management program between the complaint forward-moving support scene page and the process engine, and mainly receives a scene interface request, calls the process engine module, obtains an intermediate node result, and obtains a final result according to a configuration rule.
The flow engine program in the flow engine module 206 is a program for driving each node of the flow to execute and circulate. And accepting an external request, and executing a response action according to the requirement of the flow definition process. Specifically, the method comprises the steps of receiving a request for starting the process, explaining the definition of the process, creating a new process instance and a first task and an intermediate process instance of the process; and responding to the task completing action of the user, and generating a next node instance.
Fig. 3 is a configuration process of a 5G complaint advancement process according to an embodiment of the present disclosure. The method comprises the following steps:
step 1, a service management module packages complaint information collection, number capability verification, terminal capability verification and network capability verification under a 5G scene into an atomic service by a low code configuration device of a 5G complaint forwarding process.
In one example, the definition page of an atomic service is shown in FIG. 4. The atomic service needs to encapsulate the relevant field contents defining the service including:
(1) the system comprises a micro service system, a micro service Chinese name, a micro service name, a service type, a version, a service category, a release path and a micro service description.
(2) And input parameter setting: english name of input parameter, Chinese name of input parameter, data type, default initial value.
(3) And setting output parameters: english name of output parameter, Chinese name of output parameter, data type, default initial value.
And 2, encapsulating at least two atomic services into combined services by the service management module according to a programmable rule setting mode.
In one example, the definition page of a composite service is shown in FIG. 5 a. The method comprises the following steps: a micro service list 501, an arrangement node panel 502 and an arrangement operation panel 503.
The micro service list 501 includes a plurality of atomic services provided in the service management module 201. These atomic services are the individual service nodes that make up the composite service.
Orchestration node panel 502 is used to define composite services, in one example, the following 5 types of nodes are provided for defining composite services: a start node, an end node, a parallel node, an exclusive node, a service node, an action node.
The layout operation panel 503 is used to generate a new composite service, and specifically, various nodes may be laid out and combined to form a new composite service through operations such as dragging, connecting, setting, and the like.
In one example, when the user clicks on the R node in the edit dashboard 503, a push window pops up on the dashboard as shown in FIG. 5 b. The push window can configure corresponding setting contents according to the corresponding complaint preprocessing flow.
And 3, forming the complaint forwarding flow by the packaged atomic service or combined service through a programmable rule setting mode by the flow management module.
Specifically, the process management module is used for packaging the related field content of the defined process and providing an arrangement panel for process combination definition. In one example, the orchestration panel is shown in FIG. 6, and includes a micro-service list 601, an orchestration node panel 602, and an orchestration action panel 603.
The micro service list 601 provides all the atomic services and combined services [ published ] and [ unpublished ], and the atomic services or combined services are all service nodes forming a network complaint preprocessing service flow.
Orchestration node panel 602 is used to define pre-processing business processes. Specifically, the system provides the following 5 types of nodes for defining the pre-processing business process: start node, end node: the start node and the end node are used for marking the start and the end of the flow without setting specific content; parallel nodes: the branches in the flow can be executed simultaneously during running without defining specific rules when the branches appear in pairs; an exclusive node: in pairs, only one execution meeting the conditions is selected during the operation; and the service node: the method is used for processing business rule conversion, data dictionary translation and the like. Supporting the configuration of a plurality of rules; and (4) action node: rules may be defined for performing the output of the execution results of the front node to the cache.
The layout operation panel 603 is used for forming a preprocessing service flow by arranging and combining various nodes through operations such as dragging, connecting, setting and the like.
In one example, when the user selects any one of the nodes on the operation panel 603, a push window corresponding to the node may pop up. The push window is used for presenting corresponding setting contents according to the selected node.
And 4, defining an interactive presentation form of the complaint forward problem navigation step by a presentation template in a rule setting mode based on the generated complaint forward flow.
In one example, output content may be presented to the presentation template as a whole, including complaint main causes, main processing suggestions, complaint auxiliary causes, auxiliary processing suggestions, other causes, and suggestions are set.
In one example, adjusting the presentation order of the interface step nodes and adjusting the presentation order of the input and output parameters can be achieved by adjusting up and down arrows between the nodes.
In one example, input parameters can be presented and set, including presentation mode, presentation order, presentation type, whether to opt-in, presentation title, presentation expression, trigger action, and the like.
In one example, output parameters may be presented, including presentation mode, presentation order, presentation type, whether selection is mandatory, presentation title, presentation expression, trigger behavior, and so on.
In the embodiment of the application, the low-code configuration device of the 5G complaint forwarding process encapsulates complaint information collection, number capability verification, terminal capability verification and network capability verification in a 5G scenario into a service capability service unit. The flow required by the 5G complaint forward-moving service scene is customized by using a visual, interactive and settable arrangement rule mode, and meanwhile, the agile 5G complaint forward-moving supporting capability is formed according to the page dynamic presentation and trigger rule, so that the 5G complaint supporting efficiency is effectively improved.
Fig. 7 is a 5G complaint processing flow implemented based on a 5G complaint advancement flow configuration according to an embodiment of the present application, including:
and S701, loading a 5G complaint forward-moving support scene page according to the received complaint information of the user.
When the 5G complaint forward-moving support scene page is loaded, acquiring a corresponding navigation step from the process configuration service according to the process name and the version information corresponding to the current page to initialize the 5G complaint forward-moving support scene page to be loaded. In one example, initializing a 5G complaint advancement support scenario includes: and setting the presentation mode, the presentation sequence, the presentation type, whether to select, the presentation title and the triggering behavior of each node of the flow corresponding to the 5G complaint forward-moving support scene page.
Step S702, receiving a primary request of a user through the initialized 5G complaint forward support scene page, executing the primary request, and returning result information of the primary request.
And when the 5G complaint forward movement supporting scene page is loaded, automatically filling automatic nodes in the 5G complaint forward movement supporting scene page according to the received complaint information of the user. And transmitting the parameter information in the filled nodes to the process running service. And calling a flow engine by the flow running service to drive each node on the 5G complaint forward support scene page to execute one by one or concurrently.
In one example, each node, upon execution, may individually or concurrently invoke an atomic service or composite service corresponding to the node. And generating intermediate result information by executing the called atomic service or the called combined service, and then processing the generated intermediate result information according to a preset rule to obtain the result information of the primary request.
Step S703, receiving an intermediate request of the user through the initialized 5G complaint forward support scene page, executing the intermediate request, and returning final result information.
In one example, after receiving the intermediate request of the user, it is further required to determine the intermediate request, and when the intermediate request does not include the parameter information of the manual request, step S7031 is performed. When the received intermediate request includes the manual request parameter information, step S7032 is performed.
Step S7031, sending the node name information, which is requested to be executed by the current request, of the request name information in the initial request as an intermediate request to the process running service, and receiving final result information returned by the process running service.
In one example, the intermediate process requests to send a request to the flow executive, where the request includes information content such as a history request ID, a node name, and the like. After receiving the request, the flow operating program monitors the cache and returns the output parameters and the final result. Specifically, the output parameters and the final results returned by the flow operation program include complaint main causes, main processing suggestions, complaint auxiliary causes, auxiliary processing suggestions, and other causes and suggestions.
Step S7032, sending the request name information in the initial request and the node information input in the current request as intermediate requests to the process running service, and receiving final result information returned by the process running service.
In one example, after returning the acquired first result information to the 5G complaint advancement support scene page. Node information of the flow on the 5G complaint forward support scene page can be modified or added based on the user. And sending the request name information in the initial request, the node information which needs to be modified in the current request or the added node information as an intermediate request to the process running service. And the flow running service calls the flow engine to drive the corresponding node to execute according to the received intermediate request.
In one example, the node information includes name information of the node and parameter information carried by the node. When the process running service acquires the name information of the primary request and the parameter information of the intermediate request, the process running service calls a process engine to drive the nodes needing to be executed on the 5G complaint forward support scene page to execute one by one or concurrently, and returns the executed result information. And the process running service receives the obtained initial request result information corresponding to the initial request name information and result information returned by the process engine, and processes the initial request result information and the result information according to a preset rule to obtain final result information.
In one example, the final result information includes: one or more of complaint chief reasons, primary treatment recommendations, complaint chief reasons, secondary treatment recommendations, other reasons and recommendations.
The above-mentioned embodiments, objects, technical solutions and advantages of the present invention are further described in detail, it should be understood that the above-mentioned embodiments are only exemplary embodiments of the present invention, and are not intended to limit the scope of the present invention, and any modifications, equivalent substitutions, improvements and the like made on the basis of the technical solutions of the present invention should be included in the scope of the present invention.
Claims (9)
1. A configuration method of a 5G complaint advancing process is characterized by comprising the following steps:
packaging a plurality of service capabilities in a 5G scene into a service capability service unit, wherein the service capability service unit comprises at least one atomic service and a combined service;
receiving user complaint information, determining a complaint preprocessing service flow according to the complaint information, and acquiring at least one atomic service and/or at least one combined service from the service capacity service unit to form each service node of the complaint preprocessing service flow;
executing the complaint preprocessing service flow to generate complaint processing result information;
and outputting the complaint processing result information.
2. The method of claim 1, wherein the plurality of service capabilities in the 5G scenario comprise: at least one of complaint information collection capability, verification number capability, verification terminal capability and verification network capability in the 5G scenario.
3. The method of claim 1, wherein the complaint handling result information comprises: at least one of complaint chief reasons, primary treatment recommendations, complaint chief reasons, secondary treatment recommendations, other reasons, and recommendations.
4. The method of claim 1, wherein the complaint information comprises: at least one of fault information required to complain, mobile phone number information of faults and time of faults.
5. The method according to claim 1, wherein the obtaining at least one atomic service and/or at least one composite service from the service capability service unit, after each service node constituting the complaint preprocessing service flow, further comprises:
receiving a user operation, the operation comprising: at least one of dragging, connecting and setting;
and updating the complaint preprocessing service flow according to the user operation.
6. The method of claim 1, wherein the executing the complaint preprocessing business process and the generating complaint processing result information comprises:
executing the complaint preprocessing service flow to generate first complaint processing result information;
receiving modification operation of a user on at least one node in the complaint preprocessing service flow; the modifying operation includes: modifying parameter information of the node, the parameter information comprising: at least one of an occurrence time of the failure, an occurrence location of the failure;
re-executing the complaint preprocessing service flow according to the modified parameter information of the node to generate second complaint processing result information; the second complaint processing result information includes the first complaint processing result information.
7. The method of claim 6, wherein before re-executing the complaint preprocessing service flow according to the modified parameter information of the node, the method further comprises:
obtaining historical execution information of the complaint preprocessing service flow, and obtaining executed node information in the complaint preprocessing service flow according to the historical execution information;
when the complaint preprocessing service flow is re-executed, judging whether the parameter information of the node to be executed is modified;
and acquiring the execution result information of the unmodified nodes according to the historical execution information based on the condition that the parameter information of the nodes needing to be executed is not modified.
8. The method of claim 7, wherein the re-executing the complaint preprocessing service flow according to the modified parameter information of the node, and generating second complaint processing result information comprises:
executing the modified node information in the complaint preprocessing service flow, and acquiring the execution result information of the modified node;
and generating the second complaint information according to the execution result information of the modified nodes and the execution result information of the unmodified nodes.
9. A configuration device of 5G complaint advancing process is characterized by comprising:
the service management unit is used for encapsulating a plurality of service capabilities in a 5G scene into a service capability service unit, and the service capability service unit comprises at least one atomic service and a combined service;
the flow management unit is used for determining a complaint preprocessing service flow according to the received user complaint information, and acquiring at least one atomic service and/or at least one combined service from the service capacity service unit to form each service node of the complaint preprocessing service flow;
the flow operation unit is used for executing the complaint preprocessing service flow and generating complaint processing result information;
and the presentation management unit is used for outputting the complaint processing result information.
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