JP2009015146A - Failure handling training system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a failure handling training system capable of improving failure handling skill of a maintenance operator of a telephone exchange device to a sufficient level. <P>SOLUTION: This failure handling training system includes a server connectable to the telephone exchange device via a communication network and a communication terminal connectable to the server via the communication network. The server stores a series of training steps corresponding to a series of failure handling operations and an execution sequence of the training steps, and when receiving a start signal of failure handling training from the communication terminal, transmits training data obtained by executing data processing in the respective steps of the series of training steps according to the execution sequence to the communication terminal in each execution of the data processing. The communication terminal displays an image and/or a character message based on the training data. <P>COPYRIGHT: (C)2009,JPO&INPIT

Description

  The present invention relates to a failure response education system for providing education on response work for occurrence of failures in a telephone exchange device.

  Telephone exchanges used by telephone exchange operators, private exchanges used in companies and offices, soft switches that have been used around 2000 (hereinafter referred to as exchanges), etc., usually provide services to users. Have a wide variety of functions. Also, the functions of the apparatus and system for maintaining, operating and managing the exchange apparatus are complicated, and it took a great deal of time and experience to understand these functions and operations and to master the operation method.

  In general, in exchange device education for maintenance personnel (hereinafter referred to simply as “maintenance personnel”) who maintain, operate and manage the exchange device, an education provider (hereinafter simply referred to as “educator”) is responsible for maintenance operation of the exchange device. In addition to classroom lectures using these manuals and educational materials, practical training using actual exchange equipment installed for education was essential.

  Therefore, in order to educate the maintenance personnel, the educator had to prepare a dedicated facility for education in advance, transport necessary equipment to the education place, and prepare an educational environment in advance. In this case, the educator will be required to secure and maintain educational facilities and equipment, carry complex exchange equipment to the educational place, and set the operation of the equipment at the educational place. I had to. On the maintenance side, when using a distant educational facility, it is accompanied by accommodation for a certain period of time for learning, and there is an inconvenience that costs are imposed and restraint occurs during the learning period. In addition, classroom lectures using manuals and educational materials for maintenance operations and practical training using exchange devices are not well integrated, and education and learning are often not provided efficiently.

As a system for dealing with such problems, for example, Patent Document 1 includes a textbook Web server equipped with a textbook and a training web server equipped with an EDA (Electronic Design Automation) tool. A remote education system including means for displaying the textbook on the communication terminal in response to a request from the communication terminal (Web client) and means for displaying the execution result of the EDA tool on the communication terminal is disclosed. .
JP 2001-290411 A

  However, in view of the fact that the exchange device is an important device that supports the social infrastructure and the business infrastructure, the system disclosed in Patent Document 1 cannot improve the maintenance operation skill of the maintainer to a sufficient level. That is, for example, when a failure occurs in the switching device, the maintenance person inputs a failure handling command to the switching device, and the switching device returns a response message to the maintenance person according to the command. In the case where trouble is dealt with by exchanging commands and messages between the maintenance personnel and the exchange device, simply read the manual and educational materials and try to enter the trouble-handling commands described in them. The level of learning cannot be said to be sufficient for the education of the handicap that requires a quick response even though the response work is complicated.

  The present invention has been made in view of the above-described problems, and an object thereof is to provide a failure response education system capable of improving a failure maintenance skill of a maintenance person of an exchange device to a sufficient level. To do.

  The failure response education system according to the present invention is a failure response education system that provides education on work to cope with failure occurrence in a telephone exchange device, comprising a server that can be connected to the telephone exchange device via a communication network, and a communication network. A communication terminal that can be connected to the server via the communication terminal, wherein the communication terminal generates an obstacle response education start signal in response to an input of an obstacle correspondence learning start command; and the obstacle correspondence education start signal A transmission / reception unit that transmits to the server via the communication network and receives educational data from the server, and a display unit that displays images and / or text messages based on the educational data received by the transmission / reception unit. The server receives the failure response education start signal and transmits the education data to the communication terminal, and a series of failures. A series of education steps corresponding to the corresponding work and an education step storage unit for storing the execution order of the education steps, and each of the series of education steps according to the execution order according to the failure response education start signal received by the network interface An education data transmission management unit that transmits education data obtained by executing the data processing to the communication terminal each time the data processing is executed.

  Hereinafter, embodiments according to the present invention will be described in detail with reference to the accompanying drawings.

  FIG. 1 is a block diagram showing a failure education system 1 according to the present invention.

  The failure response education system 1 includes a learner communication terminal 100, an exchange device 200, a server 300, an educator communication terminal 400, and communication networks 500 and 501. The learner communication terminal 100 is connected to the server 300 via the communication network 500. Similarly, the educator communication terminal 400 is connected to the server 300 via the communication network 500. The exchange device 200 is connected to the server 300 via the communication network 501. The communication networks 500 and 501 are, for example, IP (Internet Protocol) networks. The communication network 500 and the communication network 501 are not necessarily the same type of communication network, and if both are the same type of communication network, the communication network 500 may also serve as the communication network 501.

  The learner communication terminal 100 is a terminal used by a learner who takes a failure-response education, and is a personal computer, for example. FIG. 2 is a block diagram showing the learner communication terminal 100. The learner communication terminal 100 will be described below with reference to FIG. The learner communication terminal 100 includes an input unit 110, a transmission / reception unit 120, and a display unit 130.

  The input unit 110 generates various signals in response to input of various commands by the learner. The various commands and signals here include, for example, a disability response education start command that is a command for starting disability response education, a disability response education start signal generated in response thereto, and a disability solution after the start of the education. The failure response command input at each work step and the failure response signal generated in response thereto.

  The transmission / reception unit 120 transmits various signals generated by the input unit 110 to the server 300 via the communication network 500, and gives educational data received from the server 300 via the communication network 500 to the display unit 130.

  The display unit 130 displays images and text messages based on the educational data received by the transmission / reception unit 120. FIG. 3 is a diagram illustrating an example of a screen display on the display unit 130. The learner attends failure countermeasure education while viewing the screen shown in FIG. The screen display on the display unit 130 will be described below with reference to FIG.

  The device status and simulated fault selection screen 131 (hereinafter simply referred to as the simulated fault selection screen 131) includes the internal configuration of the switching device 200, the connection between the switching device 200 and the subscriber side circuit, and the switching device 200 and the office line side circuit. Represents the connection with the. In addition, a pseudo failure type 132 is displayed on the same screen, and the learner can select a desired failure type from among the “synchronization”, “farm abnormality”, “memory abnormality”, and the like displayed on the screen. Can be selected by inputting a command to the input unit 110. The command input at this time corresponds to a failure response education start command, and a failure response education start signal generated by the input unit 110 in response to the input of the command is transmitted from the transmission / reception unit 120 to the server 300 via the communication network 500. The Thereby, the learner can start the failure handling learning.

  The failure type message screen 133 displays a failure type message 134. The failure type message 134 is displayed by the display unit 130 based on educational data (failure type message data) received by the transmission / reception unit 120 from the server 300 via the communication network 500. The learner can determine the failure type based on the message.

  The failure handling work manual screen 135 represents a failure handling manual when a failure occurs. Usually, the contents of the work to deal with the failure and the order of the work are displayed. The failure handling work manual screen 135 is displayed on the display unit 130 based on manual data received by the transmission / reception unit 120 from the server 300 via the communication network 500.

  The command explanation screen 136 represents explanations of various commands for the learner to handle maintenance, management, and failure of the exchange apparatus 200. The command explanation screen 136 is displayed on the display unit 130 based on the educational material data received from the server 300 by the transmission / reception unit 120 via the communication network 500.

  The operation manual screen 137 represents a manual related to the operation of the exchange apparatus 200. Normally, it is manualized for each operation type, and command operations necessary to execute each operation are shown in the order of work.

  The response message display and command input screen 138 (hereinafter simply referred to as response message display screen 138) represents the response message 139 and the command (input command 140) input by the learner. The response message 139 is displayed on the display unit 130 based on the response message data received from the server 300 by the transmission / reception unit 120 via the communication network 500. The input command 140 is displayed on the display unit 130 based on command data generated by the input unit 110 in response to a command input by the learner. When a learner inputs a failure handling command from the input unit 110 during failure handling learning, an input command 140 is displayed on the response message display screen 138, and a response message returned from the server 300 in response to the failure handling command is displayed. Similarly, it is displayed on the response message display screen 138.

  Refer to FIG. 1 again. The exchange device 200 is, for example, a telephone exchange used by an electric power company, a private exchange used in a company or an office, and the like, which is a target of education of the failure response education system 1. The exchange apparatus 200 is connected to the server 300 via the communication network 501 and includes response message return means for returning a response message in response to commands from the server 300 such as maintenance, management, and failure handling. Normally, the exchange device 200 is operating normally even during failure response education, and accordingly, in response to a failure response command from the learner communication terminal 100, a normal response message indicating that it is operating normally is sent to the server. Reply to 300.

  For the purpose of troubleshooting education, it is desirable that the exchange device 200 is an actual machine, but a simulator capable of returning a response command similar to the actual machine in response to a fault handling command from a learner should be used instead of the actual machine. You can also. The simulator is, for example, a computer system that includes hardware and software necessary for realizing an interface with the learner communication terminal 100.

  The server 300 includes a network interface 301, an exchange device interface 302, a learning communication control unit 310, an access management unit 320, a learner database 321, an educational material storage unit 330, a manual storage unit 331, and a teaching material distribution unit. 332, a switching device communication control unit 340, a switching device access management unit 341, a response message pattern generation unit 350, a response message pattern database 351, a response message pattern selection unit 352, a pseudo failure generation function unit 360, including.

  The network interface 301 (hereinafter referred to as the NW interface 301) transmits / receives educational data to / from the learner communication terminal 100 via the communication network 500. The transmission / reception can be realized, for example, by a method according to the Telnet standard defined by RFC 854 by the Internet Engineering Task Force (IETF). The educational data here includes a failure handling command from the learner communication terminal 100 and a response message from the server 300.

  The exchange device interface 302 transmits and receives educational data to and from the exchange device 200 via the communication network 501. The transmission / reception can be realized by the same method as described above. The educational data here includes a failure response command from the server 300 and a response message from the exchange apparatus 200.

  The learning communication control unit 310 has a function of controlling communication with the learner communication terminal 100 via the NW interface 301. The control is performed in cooperation with the access management unit 320. When the learning communication control unit 310 receives an access request from the learner communication terminal 100 via the NW interface 301, the learning communication control unit 310 gives the access request to the access management unit 320. In response to the access request, the access management unit 320 refers to the learner's approval information stored in the learner database 321 (hereinafter referred to as the learner DB 321), and determines whether to approve the access. To obtain an access approval discrimination result. The access management unit 320 notifies the learning communication control unit 310 of the obtained access approval determination result. If the access approval determination result indicates that access is possible, the learning communication control unit 310 exchanges educational data between the NW interface 301, the learning material distribution unit 130, the exchange device communication control unit 340, and the response message generation unit 150. Allow. On the other hand, if the access approval determination result indicates that access is impossible, the learning communication control unit 310 prohibits exchange of educational data between them. The learner DB 321 is a database that stores learner-related information such as a name, contact information (e-mail address, telephone number, etc.) and learning history in addition to the approval information.

  The educational material storage unit 330 stores educational material data for educating learners regarding the maintenance and operation of the exchange device 200. The manual storage unit 331 stores failure handling manual data for handling failures that may occur in the exchange apparatus 200. The teaching material distribution unit 332 reads the educational material data from the educational material storage unit 330 and the failure handling manual data from the manual storage unit 331, converts them into image data at appropriate times, converts the educational data into image data by the conversion, and The failure handling manual data is distributed to the learner communication terminal 100 via the NW interface 301 and the communication network 500. As the format of the image data here, for example, HTML (Hyper Text Markup Language) is used.

  The exchange device communication control unit 340 has a function of controlling communication with the exchange device 200 via the exchange device interface 302. This control is performed in cooperation with the exchange device access management unit 341. The switching device access management unit 341 has access permission information indicating whether or not communication with each of a plurality of switching devices including the switching device 200 is permitted, and the switching device communication control unit 340 includes the access information. To control communication with the plurality of switching devices. If the access information permits communication with switching apparatus 200, switching apparatus communication control section 340 includes switching apparatus interface 302, education data transmission management section 161, response message selection section 152, and learning communication control section 310. Allow exchange of educational data with. Conversely, if the access information prohibits communication with the switching apparatus 200, the switching apparatus communication control unit 340 prohibits exchange of educational data between them.

  The response message pattern generation unit 350 has a function of generating a template (pattern) that forms a part of the pseudo failure response message to the learner communication terminal 100. The response message pattern generation unit 350 generates a pseudo failure response message pattern according to the pattern generation signal from the educator communication terminal 400. The pseudo failure response message is a response message indicating that a failure has occurred in some device included in the switching device 200. The educator can freely set the content of the pseudo failure response message by the pattern generation signal generated from the educator communication terminal 400.

  The response message pattern database 351 (hereinafter referred to as response message pattern DB 151) stores each of the plurality of pseudo failure response message patterns generated by the response message pattern generation unit 350 in association with the pattern identifier.

  The response message pattern selection unit 352 analyzes the response message returned from the exchange apparatus 200 in response to the failure handling command from the learner communication terminal 100 to obtain the type of the message. Subsequently, the response message pattern selection unit 352 selects one of a plurality of pseudo failure response message patterns stored in the response message pattern DB 151 based on the message type obtained by the analysis.

  Normally, the exchange apparatus 200 receives a failure handling command issued by the learner communication terminal 100 via the communication network 500, the server 300, and the communication network 501, and returns a response message to the command. At this time, the switching apparatus 200 that is operating normally returns a response message (hereinafter referred to as a normal response message) indicating that it is operating normally. When the learner communication terminal 100 receives the normal response message, the failure response learning is not performed. Therefore, the response message pattern selection unit 352 analyzes the normal response message from the exchange apparatus 200 and obtains the type of the message. Subsequently, the response message pattern selection unit 352 selects one of a plurality of response message patterns stored in the response message pattern DB 151 based on the type. Note that an educational data transmission management unit 362 described later generates pseudo failure response message data based on the selected response message pattern, and causes the NW interface 301 to transmit this.

  The simulated fault occurrence function unit 360 includes an education step storage unit 361, an education data transmission management unit 362, a simulated fault type determination unit 363, a fault type message pattern storage unit 364, and a fault type message generation unit 365.

  The education step storage unit 361 stores a series of education steps corresponding to a series of failure handling operations and the execution order of the education steps. The failure handling work here is a handling work for a failure that may occur in the exchange apparatus 200. The education step storage unit 361 also stores parameters associated with the data processing in association with the execution order together with the data processing. Usually, since there are a plurality of failures that can occur in the exchange apparatus 200, the education step storage unit 361 stores a plurality of education steps for each failure type.

  In general, the work to be performed by the maintenance person of the exchange device 200 when a failure occurs is manualized. FIG. 4 is an example of a failure handling work manual showing the handling work to be performed by the maintenance person for a failure that may occur in the exchange apparatus 200. The “device name” in the figure shows the name of a device (here, memory) included in the exchange device 200 and its identifier (here, 001). “Fault ID” indicates the name of a fault that can occur in the device indicated by “device name” (here, a write error) and its identifier (here, 001). The “failure type message” indicates a text message that is notified to the learner communication terminal 100 when the failure indicated by the “failure ID” occurs. “Message number” indicates a message number (here, 001) for identifying the character message indicated by “failure type message”. The “maintenance person reaction” indicates, in chronological order, the work to be performed by the maintenance person when the failure indicated by the “failure ID” occurs. In “Details”, information on the corresponding work indicated by “Maintenance person reaction” is described. For example, when “maintenance person reaction” is “1. Confirm the failure status”, a command number (here, 001) for identifying a command to be input by the maintenance person for the confirmation is shown. Further, when “maintenance person reaction” is “2. specification of faulty package”, the page number, chapter, and section of the manual to be referred to by the maintenance person to make the specification are shown.

  A series of actions to be taken by the maintenance person for the memory write error shown in FIG. 4 is shown in “maintenance person reaction”. That is, the maintenance person 1. Input a command to check the failure status. Based on the response message to the command, the failure package is identified by referring to the failure handling manual. Next, the maintenance person 3. Input a command to diagnose the fault location. Based on the response message to the command, the failure package is exchanged by referring to the failure handling manual. Subsequently, the maintenance person 5. Refer to the failure handling manual to confirm the normality based on the operation message issued after the failure package replacement. If it can be confirmed that it is operating normally, the fault package is incorporated into the operational system. Finally, the maintenance person Refer to the failure response manual to check the normality based on the operation message issued after the failure package is installed in the active system, and if it can be confirmed that it is operating normally, issue a command to end the failure response. To complete the series of troubleshooting.

  FIG. 5 is a diagram showing an example of a failure response type table in which the failure response types shown in the “maintenance person reaction” of FIG. 4 are generally patterned. The “reaction type” indicates the type of failure handling that should be performed by the maintenance person. In “function”, an identifier corresponding to the failure response indicated in “reaction type” is shown. Here, identifier 01 corresponds to command input, identifier 02 corresponds to response message confirmation, and identifier 03 corresponds to manual confirmation. Each of “PR1”, “PR2”,... Indicates a parameter necessary for taking a failure response indicated by “function”. For example, if “function” is command input, the command number to be input is indicated in PR1, and if “function” is response message confirmation, the response message number is indicated in PR1, and “function” is In the case of manual confirmation, pages to be referred to are indicated in PR1, chapters are indicated in PR2, and sections are indicated in PR3.

  FIG. 6 is a diagram illustrating an example of an education step table stored in the education step storage unit 361. The education step table is created based on the handling work manual shown in FIG. 4 and the failure handling type table shown in FIG. “Fault ID” indicates a fault ID identifier obtained by combining a faulty device identifier and a fault type identifier. For example, the “failure ID” at the top of the table indicates a failure ID identifier 001-001 obtained by combining a failure device identifier 001 and a failure type identifier 001. A plurality of failure IDs are stored by combinations of failure devices and failure type identifiers. “Fault type message number” indicates an identifier of a fault type message for notifying the learner communication terminal 100 of the fault type. Each of the “education steps” AR1, AR2,..., AR8 is a combination of the identifier shown in “Reaction type” in FIG. 3 and the parameters shown in “PR1”, “PR2”,. It is the obtained data processing number sequence. For example, AR1 of failure ID001-001 indicates a data processing number sequence 01,001 obtained by combining an identifier 01 indicating command input and a command number 001. In addition, AR1 of failure ID001-001 indicates data processing number sequences 03, 20, 3, and 5 obtained by combining identifier 03 representing manual confirmation and page number 20, chapter 3 and section 5. . The symbol FF shown in AR1 to AR8 represents the end of a series of data processing.

  Refer to FIG. 1 again. The education data transmission management unit 362 executes data processing in each education step in accordance with the execution order of the education steps stored in the education step storage unit 361 in response to the failure response education start signal from the learner communication terminal 100. The educational data obtained by the execution is sequentially transmitted to the learner communication terminal 100. The failure response education start signal from the learner communication terminal 100 includes an identifier of the failure device and the failure type, and the education data transmission management unit 362 is stored in the education step table based on these identifiers. One failure ID is selected from a plurality of failure IDs. The education data transmission management unit 362 refers to the education steps AR1 to AR8 associated with the selected failure ID in the order of AR1, AR2,..., AR8, and the data processing number sequence shown in each of AR1 to AR8. Data processing is executed based on the above. The educational data transmission management unit 362 causes the educational data obtained by the execution to be transmitted to the learner communication terminal 100.

  Examples of data processing executed by the educational data transmission management unit 362 include the following two processes. One is a process in which the education data transmission management unit 362 extracts part or all of the failure handling manual data from the manual storage unit 331, and the teaching material distribution unit 332 converts the failure handling manual into image data. Following the processing, the educational data transmission management unit 362 causes the learning material distribution unit 332 to transmit the image data to the learner communication terminal 100. In this case, the image data corresponds to the education data described above. The other is a process in which the educational data transmission management unit 362 generates simulated failure response message data based on the simulated failure response message pattern selected by the response message pattern selection unit 352. Subsequent to the processing, the education data transmission management unit 362 causes the NW interface 301 to transmit the pseudo failure response message data obtained by the generation to the learner communication terminal 100. In this case, the pseudo failure response message data corresponds to the education data described above. The education data transmission management unit 362 has means for causing failure type message data described later to be transmitted to the learner communication terminal 100 through the transmission NW interface 301.

  The simulated failure type determination unit 363 determines the failure type based on the failure type identifier included in the failure response education start signal. Further, the pseudo failure type determination unit 363 selects one failure ID from among a plurality of failure IDs stored in the education step table based on the failure type and the failure device included in the failure response education start signal. . The simulated failure type determination unit 363 acquires a failure type message number associated with the failure ID from the education step table stored in the education step storage unit 361.

  The failure type message pattern storage unit 364 stores a failure type message pattern table in which a plurality of failure type message patterns are associated with failure type message numbers. FIG. 7 is a diagram illustrating an example of a failure type message pattern table. The “failure type message number” is an identification number (001 in this case) for identifying the failure type message. The “basic character data” is a template (pattern) that forms part of the failure type message. The basic character data is, for example, a pattern such as “*** FLT MEMORY PR1, PR2,...” Shown in FIG. “PR1”, “PR2”,... Are parameters related to the pattern shown in “basic character data”. The parameters here are, for example, a device type (here, 001), a device number (here, 002), and the like.

  The failure type message generation unit 365 displays a failure type message pattern corresponding to the failure type message number acquired by the simulated failure type determination unit 363 among the plurality of failure type message patterns stored in the failure type message pattern storage unit 364. The failure type message is generated based on the failure type message pattern.

  The educator communication terminal 400 is a personal computer or the like, for example, and is a terminal used by an educator who provides support for failure response education. The educator communication terminal 400 is connected to the server 300 and the learner communication terminal 100 via the communication network 500. The educator can make various settings using the educator communication terminal 400. For example, the registration of the learner in the learner DB 321, the setting of access information to the exchange device access management unit 341, the registration setting of the educational material data in the educational material storage unit 330 and the editing of the educational material data, the manual storage unit 331 Manual data registration setting and manual data editing, education step table registration setting and education step table registration setting in the education step storage unit 361, failure type message pattern table registration setting in the failure type message pattern storage unit 364, and Editing of the failure type message pattern table, transmission of a pattern generation signal to the response message pattern generation unit 350, and the like. In addition, the educator can answer a question issued by the learner using the learner communication terminal 100 via the communication network 500 using the educator communication terminal 400.

  The flow of education for dealing with disabilities will be described below. First, the educator uses the educator communication terminal 400 to prepare the server 300 and the exchange apparatus 200 in advance before starting the failure response education. Examples of the preparation include the following. (1) Preparation of initial configuration files (subscriber data, address data, system configuration data, etc.) necessary for starting up switching apparatus 200, (2) startup of switching apparatus 200, and (3) from server in switching apparatus 200 Access permission processing, (4) transmission of a pattern generation signal to the response message pattern generation unit 350 and generation of a pseudo failure response message pattern, (5) registration of a pseudo failure response message pattern in the response message pattern DB 151, (6) education Registration of educational material data and manual data related to the exchange device 200 to the material storage unit 330 and manual storage unit 331, (7) registration of learner related information in the learner DB 321, and (8) education to the education step storage unit 361 For example, setting a step table.

  FIG. 8 is a flowchart showing a failure response education routine by the server 300.

  First, when the learning communication control unit 310 receives an access request accompanied by a user name, a password, and the like from the learner communication terminal 100, it gives this to the access management unit 320. The access management unit 320 refers to the learner approval information stored in the learner DB 321 in response to the access request, determines whether to approve the access, and obtains an access approval determination result. If the access approval determination result indicates that access is possible, the learning communication control unit 310 permits access to the learner communication terminal 100. On the other hand, if the access approval determination result indicates that access is impossible, access to the learner communication terminal 100 is not permitted (step S801).

  The learning communication control unit 310 performs initial setting of the exchange device with reference to the learner related information stored in the learner DB 321 as necessary (S802). Here, the initial setting is, for example, processing for making the entire switching apparatus 200 or resources in the switching apparatus 200 available.

  The teaching material distribution unit 332 may store the educational material data stored in the educational material storage unit 330 and the manual data stored in the manual storage unit 331 in response to the transmission request of the educational material or manual from the learner communication terminal 100 as needed. Are extracted and converted into image data, and the image data is transmitted to the learner communication terminal 100 (S803). At this time, the teaching material distribution unit 332 extracts appropriate educational material data and manual data based on the content of the transmission request and the learning history stored in the learner DB 321. The display unit 130 displays a screen as shown in FIG. 7 based on the educational material data and manual data received by the transmission / reception unit 120. In response to the learning end notification from the learner communication terminal 100, the teaching material distribution unit 132 ends the transmission of the educational material data and the manual data and ends the failure-corresponding education routine (S804).

  When the learning material distribution unit 332 determines that the learner should be requested to start the operation operation based on the predetermined operation operation start condition (S805), the education material stored in the education material storage unit 330 is stored. Data relating to the operation operation is extracted from the data, converted into image data, and transmitted to the learner communication terminal 100 (S806). Based on the image data, the display unit 130 displays an operation manual screen 137, a response message display screen 138, etc. as shown in FIG.

  When the learner finishes learning with educational materials and manuals, the learner determines a failure type to learn from the simulated failure type 132 in the simulated failure selection screen 131 displayed on the display unit 130, and issues a failure response education start command. Input to the input unit 210. The failure response education start command includes, for example, a command type, a device type, a device number, a failure type, and detailed information. Specifically, it is represented as “¥ SFL RG, 001, 001, 001” or the like. Here, \ SFL RG indicates that the command is a command for starting failure response learning. The following 001 indicates the device type, the next 001 indicates the device number, and the last 001 indicates the failure type. ing. Detailed information is omitted here. The input unit 110 generates a failure response education start signal in response to a failure response education start command from the learner, and the transmission / reception unit 120 transmits this to the server. The NW interface 301 receives the failure response education start signal (S807) and provides it to the education data transmission management unit 362.

  The education data transmission management unit 362 selects the failure ID 001-001 from the education step table stored in the education step storage unit 361 based on the device type identifier 001 and the device number 001 included in the failure correspondence education start signal, Data associated with the failure ID 001-001 is acquired (S808). The simulated failure type determination unit 363 acquires the failure type message number 001 associated with the failure ID 001-001 in the education step table stored in the education step storage unit 361. The failure type message generation unit 365 converts the failure type message pattern corresponding to the failure type message number 001 acquired by the simulated failure type determination unit 363 into a plurality of failure type message patterns stored in the failure type message pattern storage unit 364. A fault type message is generated based on the fault type message pattern (S809). The educational data transmission management unit 362 causes the NW interface 301 to transmit a failure type message to the learner communication terminal 100 (S810). Then, it transfers to an educational data transmission process routine.

  FIG. 9 is a flowchart showing an educational data transmission processing routine by the educational data transmission management unit 362.

  In the present embodiment, the simulated fault occurrence function unit 360 is included in the server 300, but the simulated fault occurrence function unit 360 may be included in the exchange apparatus 200. If included in the switching apparatus 200, the simulated fault occurrence function unit 360 transmits a fault handling command to the switching apparatus 200 (S901).

  The educational data transmission management unit 362 executes processing in each educational step based on the data processing number sequence acquired from the educational step table stored in the educational step storage unit 361 in step S808. Since the education data transmission management unit 362 selects the failure ID 001-001 in step S808, the processing of the “education steps” AR1 to AR8 associated with the failure ID 001-001 is performed in the order of AR1, AR2,. Execute. The education data transmission management unit 362 determines the process to be executed by itself based on the data processing sequence stored in each of the education steps AR1 to AR8 (S902).

  First, the education data transmission management unit 362 executes the process of the education step AR1. As shown in FIG. 6, AR1 includes data processing number sequences 01 and 001 indicating that the learner should input the command having the command number 001. The education data transmission management unit 362 stands by until receiving a failure handling command from the learner communication terminal 100 based on the data. When receiving the failure handling command, the education data transmission management unit 362 extracts the parameter included in the command and edits the failure handling command based on the parameter (S903). The education data transmission management unit 362 transmits the failure handling command obtained by the editing to the exchange apparatus 200 (S904).

  The education data transmission management unit 362 waits until a response message from the exchange apparatus 200 is received. The switching apparatus 200 that is operating normally returns a normal response message indicating that it is operating normally to the server 300 in response to a failure response command from the server 300. The exchange apparatus interface 302 receives the normal response message (S905), and gives this to the response message pattern selection unit 352. The response message pattern selection unit 352 analyzes the normal response message (S906), and selects one of a plurality of response message patterns stored in the response message pattern DB 351 based on the obtained analysis result. The education data transmission management unit 362 generates pseudo failure response message data based on the response message pattern selected by the response message pattern selection unit 352. Subsequently, the education data transmission management unit 362 causes the NW interface 301 to transmit the pseudo failure response message data to the learner communication terminal 100 (S907).

  The display unit 130 displays a failure response message based on the pseudo failure response message data received by the transmission / reception unit 120. The learner can confirm the failure status by the message.

  Next, the education data transmission management unit 362 executes the process of the education step AR2. As shown in FIG. 6, AR2 includes data 03, 20, 3, and 5 representing that the learner should refer to page 20, chapter 3, and section 5 of the manual. The educational data transmission management unit 362 takes out the manual data corresponding to the above-mentioned 20 pages, Chapter 3, and Section 5 from the manual storage unit 331, and gives this to the teaching material distribution unit 332 (S908). The teaching material distribution unit 332 converts the manual data into image data. The education data transmission management unit 362 causes the learning material distribution unit 332 to transmit the image data to the learner communication terminal 100 (S909).

  The display unit 230 displays a manual based on the image data received by the transmission / reception unit 120. The learner can identify the failure package from the failure response message displayed earlier and the contents of the manual.

  Subsequently, the education data transmission management unit 362 sequentially executes the processing of the education steps AR3, AR4,..., AR7 as described above. The education data transmission management unit 362 ends the education data transmission process routine based on the data FF indicating the end of the education data transmission process in the education step AR8 (S910).

  As described above, according to the present embodiment, the learner communication terminal 100 and the server 300 are connected via the communication network 500, and the server 300 and the switching device 200 are connected via the communication network 501. Yes. The server 300 relays the failure response signal from the learner communication terminal 100 to the exchange device 200 and transmits the pseudo failure response message data generated based on the response message data from the exchange device 200 to the learner communication terminal 100. By doing so, the learner can take a disability response education while being in a remote place. This eliminates the need for a learner's business trip or educator's transportation and installation of the exchange device.

  Further, according to the present embodiment, the education step storage unit 361 stores a series of education steps corresponding to a series of failure handling operations and the execution order of the education steps, and the education data transmission management unit 362 follows the execution order. Education data (response message data and failure handling manual data) obtained by executing data processing in each education step is transmitted to the learner communication terminal 100 at each execution. Thereby, the learner can practice the reception of a response message to the command input by himself or the reference of the failure handling manual as a series of failure handling workflows. As described above, the failure response education system according to the present embodiment allows the failure response work including the exchange of commands and messages between the maintenance person and the exchange device to be learned as a series of work flows while referring to the manual and the educational materials. Therefore, the failure handling skills of the maintenance personnel of the exchange device can be improved to a sufficient level.

  In the present embodiment, only the learner communication terminal 100 is connected to the communication network 500 as a communication terminal for learners, but other learner communication terminals having the same functions as the learner communication terminal 100 are included. It may be connected to the communication network 500. In this case, the server 300 can individually transmit educational data to the plurality of learner communication terminals.

  In the present embodiment, the simulated fault occurrence function unit 360 is included in the server 300. However, when the simulated fault generation function unit 360 is included in the switching apparatus 200, the same effects as in the present embodiment are achieved. be able to.

It is a block diagram showing a failure response education system. It is a block diagram showing a learner communication terminal. It is a figure showing an example of the screen display in a display part. It is an example of a failure handling work manual. It is a figure showing an example of a failure response classification table. It is a figure showing an example of an education step table. It is a figure showing an example of a failure classification message pattern table. It is a flowchart showing a failure handling education routine. It is a flowchart showing an educational data transmission process routine.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Failure response education system 100 Learner communication terminal 110 Input unit 120 Transmission / reception unit 130 Display unit 131 Device state and pseudo failure selection screen 132 Pseudo failure type 133 Failure type message screen 134 Failure type message 135 Failure handling work manual screen 136 Command explanation screen 137 Operation Manual Screen 138 Response Message Display and Command Input Screen 139 Response Message 140 Input Command 200 Switching Device 300 Server 301 Network (NW) Interface 302 Switching Device Interface 310 Learning Communication Control Unit 320 Access Management Unit 321 Learner Database (DB)
330 Educational Material Storage Unit 331 Manual Storage Unit 332 Teaching Material Distribution Unit 340 Exchange Device Communication Control Unit 341 Exchange Device Access Management Unit 350 Response Message Pattern Generation Unit 351 Response Message Pattern Database (DB)
352 Response message pattern selection unit 360 Pseudo failure generation function unit 361 Education step storage unit 362 Education data transmission management unit 363 Pseudo failure type determination unit 364 Failure type message pattern storage unit 365 Failure type message generation unit 400 Educator communication terminals 500 and 501 Communication network

Claims (4)

A failure response education system that provides education on response work to occurrence of failures in telephone exchange equipment,
A server that can be connected to the telephone exchange device via a communication network, and a communication terminal that can be connected to the server via a communication network,
The communication terminal is
An input unit for generating a failure response education start signal in response to an input of a failure response learning start command;
A transmission / reception unit that transmits the failure response education start signal to the server via the communication network and receives education data from the server;
A display unit for displaying an image and / or a text message based on the educational data received by the transceiver unit,
The server
A network interface for receiving the failure response education start signal and transmitting the education data to the communication terminal;
An education step storage unit for storing a series of education steps corresponding to a series of failure handling operations and an execution order of the education steps;
Education data obtained by executing data processing in each of the series of education steps according to the execution order in accordance with the failure response education start signal received by the network interface is transmitted to the communication terminal each time the data processing is executed. An education data transmission management unit, and a failure response education system. The server includes a manual storage unit that stores failure handling manual data, and a teaching material delivery unit that transmits image data obtained by converting the failure handling manual data to the communication terminal,
The educational data transmission management unit takes out a part or all of the failure handling manual from the manual storage unit and causes the teaching material delivery unit to convert the failure handling manual into image data. The failure-corresponding education system according to claim 1, wherein the image data is the education data. The server analyzes a response message from the telephone switching device, a switching device interface that relays a failure response signal from the communication terminal to the telephone switching device, a response message pattern database that stores a plurality of response message patterns. A response message pattern selection unit that selects one of the plurality of response message patterns based on the analysis result obtained
The educational data transmission management unit generates the pseudo response message data based on the response message pattern selected by the response message selection unit as one of the series of data processing, and the pseudo response message data is used as the pseudo response message data. The failure-corresponding education system according to claim 1, wherein the education data is education data. The server
A pseudo-failure type discriminating unit that discriminates a pseudo-fault type based on a fault type identifier included in the fault handling education start command;
A failure type message pattern storage unit for storing a plurality of failure type message patterns;
A fault type message generator that selects one of the plurality of fault type message patterns based on the pseudo fault type and generates fault type message data based on the fault type message pattern, and
The failure education system according to claim 1, wherein the education data transmission management unit includes failure type message data transmission means for transmitting the failure type message data to the communication terminal through the network interface.

Images