CN202160184U - Large-area fault interception system - Google Patents
Large-area fault interception system Download PDFInfo
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- CN202160184U CN202160184U CN2010205137949U CN201020513794U CN202160184U CN 202160184 U CN202160184 U CN 202160184U CN 2010205137949 U CN2010205137949 U CN 2010205137949U CN 201020513794 U CN201020513794 U CN 201020513794U CN 202160184 U CN202160184 U CN 202160184U
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Abstract
The utility model discloses a large-area fault interception system characterized in that: the large-area fault interception system mainly consists of a service quality management system, a client service system which is connected with the service quality management system and used for artificial services, an integrated network management system used for acquiring alarm information of fault network equipment, a CRM (Customer Relationship Management) system used for storing client information, and a resource management system used for storing corresponding relations between the client information and the related network equipment. The alarm information provided by the each network equipment in the large-area fault interception system contains management IP (Internet Protocol) information, then the integrated network management system can accurately and timely acquire related fault information of the network equipment corresponding to the management IP information through the management IP information, thereby providing quick and accurate fault information services for the clients.
Description
Technical field
The utility model relates to a kind of network service system, specifically is meant a kind of large-area fault intercept system.
Background technology
At present; The general layout of China three big operators competition forms, and the invincible position will be stood on by operator in the competition of telecommunications industry, except that product facility quality quality; The service level that how to improve self is one of the approach most effectively that increases competitive advantage; Therefore, three big operators are equipped with customer service hotline and are used to help the client to remove difficulties and alleviate sufferings, and serve through consultant's formula of contact staff; For the client provides optimal product and business, help them to realize maximizing the benefits and value optimization.
Network failure is that three big operators are jointly in the face of unavoidable problem; Network failure generally can be divided into client device faults itself and communication network fault two big classes; The coverage of client device faults itself is very little; Only limit to the client of occurring network fault itself, can not have influence on other clients' normal use; The coverage of the communication network fault that reason causes and the fault of communication network itself or surrounding enviroment change etc. is just bigger, influences tens users at least, and is tens thousand of at most, even hundreds thousand of user.For the ease of describing, below the caused fault of communication network fault is referred to as the large tracts of land fault, the system that fault message is used is referred to as customer service system.Present most of client uses in the process of telecommunication product, owing to the reason of self or the problem at terminal itself, can be resolved in the very first time through the service that customer service system provides; Yet the caused large tracts of land fault of the reason of communication network own; Because the information of customer side and technical maintenance end can not be effectively shared; The customer side can not be with such as relevant informations such as failure cause, repair time Spoke-to-Client in time; The technical attendant of telecommunications company can not improve the priority that equipment fault is handled according to the situation of customer complaint, has therefore brought bigger negative effect to telecommunications service.
Simultaneously; Because present most of telecommunications branch company does not all take measures relevant support system is information integrated; The information that influences customer service is offered the customer side, especially after large-scale light advances copper and moves back transformation, because the large tracts of land fault message that problems such as the outage of FTTB access device, short fiber cause is to inform the contact staff through modes such as OA, phones basically; And the contact staff need carry out just informing after the artificial judgment; Therefore not only its efficient is very low, and occurs mistakes and omissions easily, can not satisfy now service request fast and accurately.
The utility model content
The purpose of the utility model is to overcome present telecommunications customer service system defective of failure judgement information fast and accurately after receiving alarm; Provide a kind of can not only be fast, accurate failure judgement information, and can also effectively tackle a kind of large-area fault intercept system of large tracts of land fault.
The purpose of the utility model realizes through following technical proposals: a kind of large-area fault intercept system, mainly by the crm system of service quality administrative system, the customer service system that is connected with this service quality administrative system, the Integrated Network Management System that is used to gather the fault network equipment alarm information, storage customer information and the resource management system that is used to store customer information and related network device corresponding relation form; Described service quality administrative system is made up of alarm type fault location customer information module, Shen announcement type fault location customer information module, artificial setting client to be tackled/facility information module and real time data interface, and described Integrated Network Management System, customer service system, crm system and resource management system all are connected with this real time data interface.
The utility model is compared than prior art, has the following advantages and beneficial effect:
(1) all contains its managing I P information in the warning information that each the fault network equipment in the utility model is provided; Integrated Network Management System just can accurately, collect the dependent failure information of the pairing fault network equipment of this managing I P information timely through this managing I P information, thereby fast and accurate fault message service is provided for the client.
(2) electronics O&M of the utility model and construction dispatching system can confirm the priority level of network equipment maintenance according to the quantity of relevant recorded information, thereby farthest reduce coverage.
(3) also be associated with the upper reaches warning information of the upstream equipment of this fault network equipment in the warning information after the convergence that the utility model obtained, and include the id information of machine frame, integrated circuit board, port and the fault network equipment of upstream equipment in this upper reaches warning information.Because the managing I P information of this upper reaches warning information and fault network equipment is one to one; Therefore when the manufacturer of fault network equipment can not send its managing I P information; Perhaps working as the network equipment breaks down; When its corresponding managing I P information failed to send, the upper reaches warning information of the upstream equipment that the utility model just can be through carrying this fault network equipment was known the managing I P information of this fault network equipment, thereby guarantees that system moves accurately.
(4) failure cause of the utility model network equipment and estimate repair time; The attendant can be through electronics O&M and the input of construction dispatching system; Failure cause and expectation real-time feedback repair time are to service quality administrative system; Share to customer service system with this, and then promote client perception.
Description of drawings
Fig. 1 is the whole cross-sectional view of the utility model.
Embodiment
Below in conjunction with embodiment the utility model is done to specify further, but the execution mode of the utility model is not limited thereto.
Embodiment
As shown in Figure 1; The service quality administrative system of the utility model is mainly used in information such as various warning information, Shen announcement information and manual work are provided with is carried out integrated treatment and judgement; It comprises the real time data interface, and the alarm type fault location customer information module that all is connected with this real time data interface, Shen announcement type fault location customer information module and the artificial client to be tackled of setting/facility information module constitute.Wherein, the real time data interface is used for receiving in real time and transmitting data, for calling data between the various systems each other switching plane is provided; Alarm type fault location customer information module is mainly used in record and belongs to alarm type fault client's IP address, and confirms this fault type client's specific address and phase relation information; Shen announcement type fault location customer information module is used for the IP address of recording carrying Shen announcement type fault client belonging network equipment, and confirms this fault type client's specific address and relevant information; Artificial be provided with the IP address (perhaps number section, physical number, logical number etc.) that client to be tackled/facility information module is used to write down the network equipment that the attendant manually is provided with, artificial cutover reason, coverage and break period information such as section.Accurate for guaranteeing information, the attendant to be imported the information of interception and will carry out automatic inspection by resource management system, inaccurate information will be pointed out mistake.
Business hall self-help serving system, the online business hall that is used for online service and palm business hall or the like are the customer service system described in the utility model.According to the situation of reality, some customer service system also needs to be made up of some hot line contact staff, is used for carrying out the artificially interactive language with the client and links up.Electronics O&M and construction dispatching system are made up of some technical attendants, are used for various fault network equipment are safeguarded, in time handle the network failure of various bursts; Integrated Network Management System then is used to gather the fault warning information that each fault network equipment is sent; Crm system is used to store such as client's the personal information and the business information of use telecommunication product etc.; Resource management system is network resource administration then; Comprise network equipment physical message, logical message and managing I P etc.; And comprise that customer information and the corresponding relation between the network equipment in the crm system store, like shared common network equipment of which client or the like.
In order to ensure sharing these data resources timely, described customer service system, electronics O&M and construction dispatching system, Integrated Network Management System, crm system and resource management system all directly are connected with this real time data interface.
So-called alarm type fault is meant because the network equipment itself when breaking down, by the warning message that contains this network device management IP information that himself sends to Integrated Network Management System through professional webmaster.The warning message that can will comprise managing I P information in order to ensure the network equipment that breaks down in time, accurately is sent to the Integrated Network Management System place; The utility model except the managing I P information that contains this fault network equipment, also includes the relevant information such as machine frame, production firm, the date of production, fault type, integrated circuit board, port, alarm time, recovery time of the upstream equipment of this fault network equipment in this warning message.
Concrete steps when utilizing the utility model to realize large-area fault intercept are following:
(a) by Integrated Network Management System the warning information that contains fault network equipment control IP information that is collected is carried out convergence process earlier, and wherein the traffic affecting warning information is sent in the service quality administrative system.The convergence process of so-called warning information is meant some concrete faults; Possibly produce many alarms, this fault is described according to different indexs or different angles by manufacturer, and Integrated Network Management System is according to " device name+locating information+alarm name " (alarm that will restrain in other words; " device name+locating information+alarm name " is identical); With the identical or similar alarm of same fault network equipment, merger is an alarm, reduces alarm and presents quantity.The traffic affecting warning information is meant that the production firm by related network device provides reference frame, and passes through attendant's traffic affecting warning information of actual verification aborning.The attendant is entered into these relevant informations in the Integrated Network Management System, as long as these information appears in fault network equipment, then Integrated Network Management System just is sent to it in service quality administrative system automatically.
(b) service quality administrative system is according to the managing I P information that is comprised in this warning information; Send fault network facility information and this fault network equipment institute loaded service number of this warning information from the resource management system extraction, and be stored in the cache table of service quality administrative system.Because the IP address has uniqueness, the managing I P information that Integrated Network Management System collected is just corresponding to a unique network device unit.And in practical business; Each network equipment all carries clear and definite service number; Promptly when activating the service; Each network equipment has all carried the service number that fixing quantity does not wait; Therefore and the relevant information that the full detail and the network equipment carried of these network equipments all is recorded in the resource management system, and is as long as when certain network equipment sends warning information, subsequent use in the cache table that service quality administrative system just can be automatically be stored in service quality administrative system with these relevant informations and the service number of this network equipment.
But; The light of implementing in present telecommunications industry advances copper and moves back in the engineering; If PON (Passive Optical Network, passive optical-fiber network) equipment is when the outage short fiber, because the fault network equipment supplier possibly not see the managing I P information of the network equipment off in warning information; Perhaps, will have a strong impact on whole project implementation because other abnormal network cause causes the part alarm to be lost.In order to overcome this defective; The utility model is set up corresponding data model, related corresponding business information through the network equipment and upstream equipment title and information such as corresponding machine frame, integrated circuit board, port and network equipment ID and resource management system data of carrying this network equipment.Because the uniqueness of IP address has just determined the network appliance IP information accuracy high, opening according to network device management IP information of customer service business opened in addition, so the utility model carries out corresponding transformation by the comprehensive network management developer.When if this fault network equipment can not send the warning information that contains managing I P information; The utility model is then directly obtained the managing I P information of this fault network equipment through the upper reaches warning information of its upstream equipment by Integrated Network Management System; For better explanation, below with ONU (Optical Network Unit, optical node) equipment and upstream equipment OLT (Optical line terminal thereof; Optical fiber cable termination equipment) for example specifies, its step is following:
(1) interface that provides through professional webmaster of Integrated Network Management System is gathered the configuration information and the network equipment id information of overall network equipment and corresponding upstream equipment, and with these information storage in the database of Integrated Network Management System.Will realize the utility model preferably, at first each network equipment vendor of requirement networking will provide the configuration information acquisition interface of its mechanical discipline webmaster.When equipment normally moved, Integrated Network Management System was gathered ONU configuration of devices information through the interface that professional webmaster provided, and the configuration information of corresponding with it upstream equipment OLT, and it is stored in the database.And the id information that the configuration information of this upstream equipment OLT need comprise machine frame, integrated circuit board, port and the ONU of OLT at least (for convenience; Below " id information of ONU " is abbreviated as " ONUID "), the utility model is located this OUN equipment and managing I P information thereof with " OLT equipment+machine frame+integrated circuit board+port+ONU ID ".The private network IP resource that so-called managing I P information is each telecom operators' unified planning.
(2) when fault network equipment sends warning information, its corresponding upstream equipment then produces a upper reaches warning information that does not contain this fault network equipment control IP information.Promptly; When this ONU equipment during in the fault that takes place such as outage or short fiber; This ONU equipment just can produce a warning information A; This moment this OLT also produce one with warning information B like this warning information category-A, and include information such as OLT equipment, machine frame, integrated circuit board, port and ONUID at least among this warning information B.But, do not comprise the managing I P information of ONU among this warning information B.
(3) Integrated Network Management System is inquired about the managing I P information of this fault network equipment in database according to this upper reaches warning information.Be Integrated Network Management System inquires the ONU equipment that breaks down in database according to " the OLT equipment+machine frame+integrated circuit board+port+ONUID " of this warning information B of OLT generation managing I P information.
(4) Integrated Network Management System makes up the warning information of managing I P information that inquires and the generation of fault network equipment again, generates the warning information that contains fault network equipment control IP information.That is, Integrated Network Management System reconfigures managing I P information that inquires and warning information A, produces a new warning information that contains ONU equipment control IP.
(c) service quality administrative system and customer service system are set up interface; And the service number of being stored in complaint service number that customer service system is imported and the cache table is compared; Judging whether this complaint service number belongs to the service number in this cache table, is then to belong to the large tracts of land fault; Through IVR voice or fault point out Spoke-to-Client repair time by service quality administrative system with warning information under this service number and expectation, and this fault Shen announcement is tackled; Deny, then execution in step (d).
That is, after customer service system is received service numbers such as fixed telephone number such as the client, Number for access, online number of the account, just can directly be connected with service quality administrative system.Owing in cache table, stored the service number of the network equipment that has broken down; Therefore service quality administrative system can automatically compare the complaint service number of contact staff's input and the service number in the cache table; If this complaint service number belongs to the service number that is recorded in the cache table; Can judge that then this fault belongs to large tracts of land fault (promptly belonging to the fault that network problem causes); Service quality administrative system will pass through the essential information of IVR voice or this fault of fault bulletin Spoke-to-Client automatically this moment, like fault reason, maintenance time or the like.Otherwise this fault does not just belong to alarms the large tracts of land fault of orienting automatically through the network equipment, does not promptly belong to the network failure of early warning.
(d) should complain service number by service quality administrative system record, and search and write down the managing I P information of the network equipment under it through this complaint service number; Above preestablishing numerical value, then produce early warning information as if this managing I P recording of information number of times accumulative total, after automatic judgement or artificial judgment,, inform that electronics O&M and construction dispatching system carry out troubleshooting by service quality administrative system generation fault ticket.
Promptly; When the user breaks down through dialing service hotline Shen announcement fixed line or broadband etc.; If not the large tracts of land fault; Then service quality administrative system will get off the customer service number record that fault is accused in the Shen, in resource management system, extracts the managing I P information of the network equipment under this user simultaneously.If there is the user to continue to complain on this network equipment again; Then the complains records number of times of this network equipment adds up continuing; After this managing I P recording of information number of times reaches the threshold value of predefined business rule (at least 3 Shens have taken place in as 30 minutes accuses), then produce early warning information automatically.At this moment; Whether service quality administrative system initiatively goes the Integrated Network Management System inquiry to have fault message (possibly have abnormal cause; Service quality administrative system is not in time delivered in alarm), if warning information is arranged, will directly accuse and tackle this fault loaded service Shen; Otherwise giving manual work goes to judge; Promptly generate fault ticket, inform that electronics O&M and construction dispatching system carry out troubleshooting, remind the attendant to pay close attention to this equipment by service quality administrative system; Judged whether undetected failure; If fault and influence are professional, promptly artificial affirmation is to include this network equipment in the interception scope; Otherwise artificial affirmation is not directly filed.
For ensureing the reliability of this scheme, avoid because of various abnormal causes, recover alarm and do not deliver to service quality administrative system, cause system's mistake interception.To surpassing the unrecovered fault of certain hour (as 12 hours), service quality administrative system will be cancelled the interception to this fault.The function of artificial deletion alarm interception is provided simultaneously, and the artificial fault of finding is recovered, and does not in time deliver to service quality administrative system but recover alarm, can manual cancellation's interception.
As stated, just can well realize the utility model.
Claims (1)
1. large-area fault intercept system; It is characterized in that, mainly by the crm system of service quality administrative system, the customer service system that is connected with this service quality administrative system, the Integrated Network Management System that is used to gather the fault network equipment alarm information, storage customer information and the resource management system that is used to store customer information and related network device corresponding relation form; Described service quality administrative system is made up of alarm type fault location customer information module, Shen announcement type fault location customer information module, artificial setting client to be tackled/facility information module and real time data interface, and described Integrated Network Management System, customer service system, crm system and resource management system all are connected with this real time data interface.
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| Application Number | Priority Date | Filing Date | Title |
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| CN2010205137949U CN202160184U (en) | 2010-09-02 | 2010-09-02 | Large-area fault interception system |
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| CN2010205137949U CN202160184U (en) | 2010-09-02 | 2010-09-02 | Large-area fault interception system |
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| CN202160184U true CN202160184U (en) | 2012-03-07 |
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Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN106488489A (en) * | 2015-09-01 | 2017-03-08 | 中国移动通信集团浙江有限公司 | A kind of method and device recovering user service data |
| CN109936478A (en) * | 2019-03-14 | 2019-06-25 | 杭州东方通信软件技术有限公司 | A kind of customer service falls the early warning analysis method and system before list |
| WO2022193617A1 (en) * | 2021-03-16 | 2022-09-22 | 通号通信信息集团有限公司 | Fault location method, fault location system, and video management system |
-
2010
- 2010-09-02 CN CN2010205137949U patent/CN202160184U/en not_active Expired - Fee Related
Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN106488489A (en) * | 2015-09-01 | 2017-03-08 | 中国移动通信集团浙江有限公司 | A kind of method and device recovering user service data |
| CN106488489B (en) * | 2015-09-01 | 2020-02-18 | 中国移动通信集团浙江有限公司 | Method and device for recovering user service data |
| CN109936478A (en) * | 2019-03-14 | 2019-06-25 | 杭州东方通信软件技术有限公司 | A kind of customer service falls the early warning analysis method and system before list |
| WO2022193617A1 (en) * | 2021-03-16 | 2022-09-22 | 通号通信信息集团有限公司 | Fault location method, fault location system, and video management system |
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| C14 | Grant of patent or utility model | ||
| GR01 | Patent grant | ||
| C17 | Cessation of patent right | ||
| CF01 | Termination of patent right due to non-payment of annual fee |
Granted publication date: 20120307 Termination date: 20120902 |