CN1933613A - Short message customer service repair reporting system - Google Patents
Short message customer service repair reporting system Download PDFInfo
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- CN1933613A CN1933613A CNA2006100537572A CN200610053757A CN1933613A CN 1933613 A CN1933613 A CN 1933613A CN A2006100537572 A CNA2006100537572 A CN A2006100537572A CN 200610053757 A CN200610053757 A CN 200610053757A CN 1933613 A CN1933613 A CN 1933613A
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Abstract
A maintenance system of short message client service is prepared as connecting short message center server, client service center server, maintenance center server and databank server with each other, connecting short message center server to mobile transceiver unit through network and router, transmitting-receiving short message to each other between mobile terminal unit and mobile transceiver unit through mobile communication network.
Description
Technical field
The present invention relates to a kind of computer information technology, particularly a kind of customer service system of reporting for repairment by note realization equipment.
Background technology
A lot of device fabrication distributors and plant maintenance type enterprise, continuous development along with business, the equipment that needs to safeguard is on the increase, frontline engineer troop goes from strength to strength, but the thing followed is to safeguard that operation cost constantly increases, management difficulty to the plant maintenance process continues to increase, and customer satisfaction reduces.
Under existence conditions, engineer's working condition can only be understood by phone by client service center, can not determine residing position of engineer and concrete working condition at any time accurately, be difficult to realize the unified of engineer dispatched and management, engineer's operating efficiency and ability to work also can't directly objectively show.Therefore how to improve engineer's task performance, reduce operation cost of enterprises and promote the task of top priority that customer satisfaction with services becomes plant maintenance type enterprise.
Summary of the invention
The objective of the invention is to overcome deficiency of the prior art, a kind of customer service repair reporting system based on SMS is provided, the realization SMS reports the unified management with the customer service resource for repairment.
In order to solve the problems of the technologies described above, the present invention is achieved by the following technical solutions:
A kind of short message customer service repair reporting system of the present invention, it comprises sms center server 10, client service center's server 11, maintenance center server 12, database server 13, ambulatory transceiver equipment 14, mobile communications network 15, mobile terminal device 16; Interconnect between sms center server 10, client service center's server 11, maintenance center server 12, the database server 13; Sms center server 10 is connected with ambulatory transceiver equipment 14 with router by network; Mobile terminal device 16 is received and dispatched note mutually by mobile communications network 15 and ambulatory transceiver equipment 14; Client service center's server 11 and maintenance center server 12 are issued the note of mobile terminal device 16 and the note that mobile terminal device 16 is issued client service center's server 11 and maintenance center server 12, all will pass through sms center server 10, ambulatory transceiver equipment 14, mobile communications network 15.
Described sms center server 10 comprises short message transceiving module 101, note processing module 102, message monitoring dog 103; Message monitoring dog 103 links to each other with short message transceiving module 101, note processing module 102; Short message transceiving module 101 links to each other with ambulatory transceiver equipment 14, note processing module 102;
Short message transceiving module 101: the centre that is in ambulatory transceiver equipment 14 and note processing module 102, adopt the mode of multithreading and note memory buffer, be used to receive the note that ambulatory transceiver equipment 14 receives and send to note processing module 102, the note that receives note processing module 102 also sends to ambulatory transceiver equipment 14;
Note processing module 102: set in advance messaging format, be used to handle short message transceiving module 101 short message content of receiving and the note request of accepting from client service center's server 11, maintenance center server 12; Note from short message transceiving module 101 is converted to client service center's server 11 and maintenance center server 12 corresponding to content formats by the messaging format that sets in advance; Note request from client service center's server 11, maintenance center server 12 is converted to mobile terminal device 16 corresponding to forms by the messaging format that sets in advance;
Message monitoring dog 103: be used for the normal operation of monitoring short message transceiver module 101, note processing module 102, note abnormalities and promptly serve replacement, automatic alarm operation, the generation note is overtime or spare part is in short supply, and system takes automatic-alarm receiver system to notify keeper and manager.
Described client service center server 11 comprises:
Repair status query monitor module 113 is used for inquiry and monitored maintenance progress;
Statistical report form module 114 is used for query statistic customer service and repair, and forms report output.
Described maintenance center server 12 comprises:
Spare part is provided module 121, is used to provide spare part, and the SMS notification spare part is provided the arrival situation;
Statistical report form module 122 is used for query statistic spare part granting amount, and forms report output.
Described database server 13 is used for the storage service data.
Described ambulatory transceiver equipment 14 is connected with sms center server 10 with router by network.
Described mobile terminal device 16 is short message transceivers of Maintenance Engineer and client.
A kind of short message customer service repair reporting system of the present invention has following beneficial effect:
(1) adopts short message customer service repair reporting system, can determine residing position of engineer and concrete working condition at any time accurately, realization can improve engineer's task performance effectively, reduces operation cost of enterprises, promote customer satisfaction with services engineer's unified scheduling and management.
(2) short message receiving-transmitting adopts the mode of multithreading and note memory buffer.Wherein, the receiving or sending thread independent operating, for the transmission task, system adopts timely transmission technology, and note is in case the i.e. transmission at once of request.Receive task for note, system adopts the multithreading processing mode, receives that whenever a note all has a thread in time to handle its service request, and the time delay of a note processing and hang-up can not influence the processing of other short message services, have improved short message receiving-transmitting efficient.
(3) adopt message monitoring dog technology, the operation of the service of monitoring short message transmitting-receiving in real time notes abnormalities and promptly serves replacement, automatic alarm operation, has strengthened the stability of a system greatly.
Description of drawings
Fig. 1 is a kind of example structure figure of the present invention.
Fig. 2 is the flow chart of a kind of embodiment of the present invention.
Embodiment
Below in conjunction with accompanying drawing and embodiment the present invention is described in further detail:
Fig. 1, a kind of short message customer service repair reporting system of the present invention, it comprises a kind of short message customer service repair reporting system of the present invention, and it comprises sms center server 10, client service center's server 11, maintenance center server 12, database server 13, ambulatory transceiver equipment 14, mobile communications network 15, mobile terminal device 16; Interconnect between sms center server 10, client service center's server 11, maintenance center server 12, the database server 13; Sms center server 10 is by network and router and 14 interconnection of ambulatory transceiver equipment; Mobile terminal device 16 is received and dispatched note mutually by mobile communications network 15 and ambulatory transceiver equipment 14; Client service center's server 11 and maintenance center server 12 are issued the note of mobile terminal device 16 and the note that mobile terminal device 16 is issued client service center's server 11 and maintenance center server 12, all will pass through sms center server 10, ambulatory transceiver equipment 14, mobile communications network 15.
Short message transceiving module 101: the centre that is in ambulatory transceiver equipment 14 and note processing module 102, adopt the mode of multithreading and note memory buffer, the receiving or sending thread independent operating, be used to receive the note that ambulatory transceiver equipment 14 receives and send to note processing module 102, the note that receives note processing module 102 also sends to ambulatory transceiver equipment 14.For the transmission task, system adopts timely transmission technology, and note is in case the i.e. transmission at once of request.Receive task for note, system adopts the multithreading processing mode, receives that whenever a note all has a thread in time to handle its service request, and the time delay of a note processing and hang-up can not influence the processing of other short message services, have improved short message receiving-transmitting efficient;
Note processing module 102: set in advance messaging format, be used to handle short message transceiving module 101 short message content of receiving and the note request of accepting from client service center's server 11, maintenance center server 12; Note from short message transceiving module 101 is converted to client service center's server 11 and maintenance center server 12 corresponding to content formats by the messaging format that sets in advance; Note request from client service center's server 11, maintenance center server 12 is converted to mobile terminal device 16 corresponding to forms by the messaging format that sets in advance;
Message monitoring dog 103: be used for the normal operation of monitoring short message transceiver module 101, note processing module 102, note abnormalities and promptly serve replacement, automatic alarm operation; The generation note is overtime or spare part is in short supply, and system takes automatic-alarm receiver system to notify keeper and manager.
Client service center's server 11 comprises that single module 111 is opened in the maintenance application, single module 112, repair status query monitor module 113, statistical report form module 114 are opened in the spare part application, carry out transmitting-receiving, parsing and the processing of information by sms center server 10, and query statistic is provided;
Repair status query monitor module 113: be used for inquiry and monitored maintenance progress, obtain maintenance time started, maintenance deadline and maintenance progress situation by repair status query monitor module;
Statistical report form module 114: be used for query statistic customer service and repair, the inquiry time of reporting for repairment, the time started of maintenance, concluding time, spare part application, maintenance object information; Add up a certain engineer's service times, the service times of same equipment, the maintenance statistics of same fault type, and form report output.
Spare part is provided module 121: according to the request of engineer and client service center's server 11, provide spare part, the SMS notification spare part is provided the arrival situation;
Statistical report form module 122 is used for query statistic spare part granting amount, Time Of Release, granting form, and forms report output.
In practical application of the present invention, the treatment step of short message customer service repair reporting system:
Short message customer service repair reporting system comprises sms center server, client service center's server, part center's server, database server, ambulatory transceiver equipment, mobile communications network, mobile terminal device composition.In engineer's plant maintenance engineering at the scene, by mobile terminal device, short message mode propose to be safeguarded to short message customer service repair reporting system and is sent worker's request, system to be accepted and realize sending the worker to ask.After mobile terminal device receives that system sends worker's indication, can pass through mobile terminal device, the information such as time, the time started of maintenance, concluding time, spare part application, maintenance result of will reporting for repairment send to short message customer service repair reporting system, and short message customer service repair reporting system is preserved above-mentioned maintenance information in real time.Bright for instance below its operation principle:
With reference to figure 2:
1, somewhere equipment breaks down, and the client reports for repairment to the engineer;
2, the engineer is by note application worker odd numbers, and this note is from mobile terminal device, sends to the short message transceiving module of sms center server through mobile communications network, ambulatory transceiver equipment, sends to client service center's server after the note processing module is handled;
3, client service center's server generates worker's odd numbers automatically, and sends to mobile terminal device by note; This note is handled through the note processing module of sms center server from client service center's server, sends to ambulatory transceiver equipment by short message transceiving module, and sends to mobile terminal device by mobile communications network;
4, mobile terminal device sends the affirmation note after receiving note, this note is from mobile terminal device, send to the short message transceiving module of sms center server through mobile communications network, ambulatory transceiver equipment, after the note processing module is handled, send to client service center's server;
If 5 client service center's servers are not received the affirmation note of mobile terminal device, client service center's server is then retransmitted a note every a few minutes, mobile terminal device does not still have to reply after retransmitting five times, and then system changes artificial interface over to by additive method contact this project teacher;
6, after the engineer arrives maintenance sites, mobile terminal device sends note, system log (SYSLOG) the engineer reach the spot the time, this note is from mobile terminal device, send to the short message transceiving module of sms center server through mobile communications network, ambulatory transceiver equipment, after the note processing module is handled, send to client service center's server;
7, the engineer begins maintenance of equipment, mobile terminal device sends note, the system log (SYSLOG) engineer keeps in repair the time started, this note is from mobile terminal device, send to the short message transceiving module of sms center server through mobile communications network, ambulatory transceiver equipment, after the note processing module is handled, send to client service center's server;
8, maintenance is finished, do not need to change spare part, mobile terminal device sends note, the system log (SYSLOG) engineer keeps in repair the deadline, this note is from mobile terminal device, send to the short message transceiving module of sms center server through mobile communications network, ambulatory transceiver equipment, after the note processing module is handled, send to client service center's server;
9, change spare part if desired, mobile terminal device sends spare part application note, this note is from mobile terminal device, sends to the short message transceiving module of sms center server through mobile communications network, ambulatory transceiver equipment, sends to client service center's server after the note processing module is handled;
10, client service center's server starts the spare part application process after receiving spare part application note immediately, opens single module by the spare part application and opens list, determines model, the delivery availability of spare part;
11, the maintenance center is provided module mailing spare part according to spare part and is given the engineer, and with SMS notification engineer spare part arrival time situation, this note is from the maintenance center server, note processing module through the sms center server is handled, send to ambulatory transceiver equipment by short message transceiving module, and send to mobile terminal device by mobile communications network;
12, mobile terminal device sends SMS confirmation after receiving the delivery note of maintenance center, if the maintenance center is not received the affirmation note of mobile terminal device then confirmed by manual method;
13, the engineer receives spare part, mobile terminal device sends SMS confirmation, this note is from mobile terminal device, sends to the short message transceiving module of sms center server through mobile communications network, ambulatory transceiver equipment, sends to the maintenance center server after the note processing module is handled;
14, change spare part, maintenance is finished, and mobile terminal device sends note, the system log (SYSLOG) maintenance deadline.
In above whole flow process, database server writes down all short messages and equipment maintenance record, statistical report form module by client service center's server can the query statistic maintenance situation, add up a certain engineer's service times, the service times of same equipment, the maintenance statistics of same fault type, and form report output; Statistical report form module by the maintenance center server can query statistic spare part granting amount, Time Of Release, granting form, and forms report output; By repair status query monitor module query monitor maintenance in real time progress.
Receive and send in the note process that the normal operation of the real-time monitoring short message transceiver module of message monitoring dog, note processing module notes abnormalities and promptly serves replacement, alarm operation automatically at the sms center server; The generation note is overtime or spare part is in short supply, and system takes automatic-alarm receiver system to notify keeper and manager.
At last, it is also to be noted that what more than enumerate only is specific embodiments of the invention.Obviously, the invention is not restricted to above examples of implementation, many distortion can also be arranged.All distortion that those of ordinary skill in the art can directly derive or associate from content disclosed by the invention all should be thought protection scope of the present invention.
Claims (7)
1, a kind of short message customer service repair reporting system is characterized in that: it comprises sms center server (10), client service center's server (11), maintenance center server (12), database server (13), ambulatory transceiver equipment (14), mobile communications network (15), mobile terminal device (16); Described sms center server (10), client service center's server (11), maintenance center server (12), database server interconnect between (13); Described sms center server (10) is connected with ambulatory transceiver equipment (14) with router by network; Described mobile terminal device (16) is received and dispatched note mutually by mobile communications network (15) and ambulatory transceiver equipment (14); Described client service center server (11) and maintenance center server (12) are issued the note of mobile terminal device (16) and the note that mobile terminal device (16) is issued client service center's server (11) and maintenance center server (12), all will pass through sms center server (10), ambulatory transceiver equipment (14), mobile communications network (15).
2, a kind of short message customer service repair reporting system according to claim 1 is characterized in that: described sms center server (10) comprises short message transceiving module (101), note processing module (102), message monitoring dog (103); Message monitoring dog (103) links to each other with short message transceiving module (101), note processing module (102); Short message transceiving module (101) links to each other with ambulatory transceiver equipment (14), note processing module (102);
Described short message transceiving module (101), be in the centre of ambulatory transceiver equipment (14) and note processing module (102), adopt the mode of multithreading and note memory buffer, be used to receive the note that ambulatory transceiver equipment (14) receives and send to note processing module (102), the note that receives note processing module (102) also sends to ambulatory transceiver equipment (14);
Described note processing module (102) sets in advance messaging format, is used to handle short message transceiving module (101) short message content of receiving and the note request of accepting from client service center's server (11), maintenance center server (12); Note from short message transceiving module (101) is converted to client service center's server (11) and the corresponding to content format of maintenance center server (12) by the messaging format that sets in advance; Note request from client service center's server (11), maintenance center server (12) is converted to the corresponding to form of mobile terminal device (16) by the messaging format that sets in advance;
Described message monitoring dog (103), be used for the normal operation of monitoring short message transceiver module (101), note processing module (102), note abnormalities and promptly serve replacement, automatic alarm operation, the generation note is overtime or spare part is in short supply, and system takes automatic-alarm receiver system to notify keeper and manager.
3, a kind of short message customer service repair reporting system according to claim 1 is characterized in that: described client service center server (11) comprising:
Single module (111) is opened in the maintenance application, is used for generating maintenance application worker odd numbers;
Single module (112) is opened in the spare part application, is used for proposing spare part to the maintenance center and opens single application;
Repair status query monitor module (113) is used for inquiry and monitored maintenance progress;
Statistical report form module (114) is used for query statistic customer service and repair, and forms report output.
4, a kind of short message customer service repair reporting system according to claim 1 is characterized in that: described maintenance center server (12) comprising:
Spare part is provided module (121), is used to provide spare part, and the SMS notification spare part is provided the arrival situation;
Statistical report form module (122) is used for query statistic spare part granting amount, and forms report output.
5, a kind of short message customer service repair reporting system according to claim 1 is characterized in that: described database server (13) is used for the storage service data.
6, a kind of short message customer service repair reporting system according to claim 1 is characterized in that: described ambulatory transceiver equipment (14) is connected with sms center server (10) with router by network.
7, a kind of short message customer service repair reporting system according to claim 1 is characterized in that: described mobile terminal device (16) is Maintenance Engineer and client's a short message transceiver.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNB2006100537572A CN100444653C (en) | 2006-10-09 | 2006-10-09 | Short message customer service repair reporting system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNB2006100537572A CN100444653C (en) | 2006-10-09 | 2006-10-09 | Short message customer service repair reporting system |
Publications (2)
| Publication Number | Publication Date |
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| CN1933613A true CN1933613A (en) | 2007-03-21 |
| CN100444653C CN100444653C (en) | 2008-12-17 |
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| Application Number | Title | Priority Date | Filing Date |
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| CNB2006100537572A Expired - Fee Related CN100444653C (en) | 2006-10-09 | 2006-10-09 | Short message customer service repair reporting system |
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Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102930363A (en) * | 2012-09-18 | 2013-02-13 | 大唐软件技术股份有限公司 | Mobile terminal-based scheduling method and system, server and terminal |
| CN103077434A (en) * | 2012-12-20 | 2013-05-01 | 天津工业大学 | On-line repair maintenance system |
| CN104270730A (en) * | 2014-10-29 | 2015-01-07 | 国家电网公司 | System and method for improving ability to send text messages and optimizing sending |
| CN107341552A (en) * | 2017-06-12 | 2017-11-10 | 上海市质子重离子医院有限公司 | One kind of proton heavy ion facility troublshooting and reporting chain |
Family Cites Families (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US20020107904A1 (en) * | 2000-12-05 | 2002-08-08 | Kumar Talluri | Remote service agent for sending commands and receiving data over e-mail network |
| FR2825564B1 (en) * | 2001-05-31 | 2003-10-31 | Gemplus Card Int | METHOD FOR DETECTING SATURATION OF FILES OR APPLICATIONS IN A MOBILE COMMUNICATION APPARATUS |
| CN1567856A (en) * | 2003-07-01 | 2005-01-19 | 华为技术有限公司 | A method for implementing alarm via short message in integrated intelligent network |
| CN1547120A (en) * | 2003-12-10 | 2004-11-17 | 沈阳东软软件股份有限公司 | Network monitoring management system |
| KR100631683B1 (en) * | 2004-04-06 | 2006-10-09 | 엘지전자 주식회사 | Maintenance management method and system using short message |
-
2006
- 2006-10-09 CN CNB2006100537572A patent/CN100444653C/en not_active Expired - Fee Related
Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102930363A (en) * | 2012-09-18 | 2013-02-13 | 大唐软件技术股份有限公司 | Mobile terminal-based scheduling method and system, server and terminal |
| CN103077434A (en) * | 2012-12-20 | 2013-05-01 | 天津工业大学 | On-line repair maintenance system |
| CN104270730A (en) * | 2014-10-29 | 2015-01-07 | 国家电网公司 | System and method for improving ability to send text messages and optimizing sending |
| CN107341552A (en) * | 2017-06-12 | 2017-11-10 | 上海市质子重离子医院有限公司 | One kind of proton heavy ion facility troublshooting and reporting chain |
Also Published As
| Publication number | Publication date |
|---|---|
| CN100444653C (en) | 2008-12-17 |
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Effective date of registration: 20170627 Address after: No. 66 Hangzhou City, Zhejiang province Binjiang District Dongxin road 310053 Patentee after: Dongfang Communication Co., Ltd. Address before: Hangzhou City, Zhejiang Province, Xihu District Wensanlu Road 310021 No. 398 Dongxin building room 1506 Patentee before: Dongxin Finance Technology Service Co., Ltd., Hangzhou |
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Granted publication date: 20081217 Termination date: 20181009 |