WO2009076874A1

WO2009076874A1 - Method, device and system for implementing alarm remote notification and alarm remote inquiry

Info

Publication number: WO2009076874A1
Application number: PCT/CN2008/073376
Authority: WO
Inventors: Huiyang Liu
Original assignee: Huawei Technologies Co., Ltd.
Priority date: 2007-12-14
Filing date: 2008-12-08
Publication date: 2009-06-25
Also published as: CN101183976B; CN101183976A

Abstract

A Method, device and system for implementing alarm remote notification and alarm remote inquiry are disclosed. Call center and network management system are connected by CTI technique, and the call center can communicate with user phone by prior common communication network. Thus, the network management system can call the user and notify the user of the alarm remote notification when it needs to send the alarm remote notification, and the user can also call the call center and the call center will inquiry the network management system and play the inquiry result to the user, so that the user can instantly and accurately gain state of a network, thus guaranteeing timeliness of alarm treatment in a better manner.

Description

Method, device and system for realizing alarm remote notification and alarm remote query This application claims to be submitted to the Chinese Patent Office on December 14, 2007, the application number is 200710160986.9, and the invention name is "method and device for realizing alarm remote notification and alarm remote inquiry" The priority of the Chinese Patent Application, the entire disclosure of which is incorporated herein by reference. Technical field

The present invention relates to network management technologies, and in particular, to a method, apparatus and system for implementing remote notification of alarms and remote query of alarms. Background technique

The network management system is referred to as the network management system. It is a software system for managing various network devices in the network and the network. The network management system can realize centralized management and monitoring of the network and network devices. The alarm management module in the network management system is an important management module to ensure the normal operation of the network and network equipment. It has the functions of alarm monitoring, alarm processing, automatic processing of setting alarms, dumping alarm data, and remote notification.

In the event of a network or network device failure, if the remote network monitoring personnel can be informed of the faults that occur in the field by remote notification or alarm remote query, the network management monitor can timely handle the fault. Especially in the case of special climates, such as typhoons, rainstorms or other factors, when the network management personnel cannot properly monitor and process the alarms through the network management system itself, the remote notification of alarms and remote alarms can greatly ensure the fault handling. Timeliness, to avoid the loss of equipment caused by equipment failure. Therefore, how to realize timely, accurate and convenient remote notification of alarms and remote query of alarms has become the primary problem for the network management system to ensure alarm handling under special circumstances.

There are two types of alarm remote notification schemes in the prior art, which are respectively introduced below: The first scheme: The network management system sends an alarm message that meets the alarm remote notification condition to one or more designated ones by means of an e-mail (E-Mail) method. Email addresses.

E-mail mode can guarantee the timeliness of alarm notification and alarm data. The integrity of the alarm, but the timeliness of the alarms handled by the network management personnel cannot be guaranteed. For example, in the evening or in the user's out-of-office situation, the emails are often not processed in time, so that the network administrators can not know the faults in the first time. This is likely to delay the timeliness of troubleshooting.

In addition, for security reasons, the network of the local office is often physically isolated from the external network (internet), so in most cases, the remote notification of the alarm by e-mail cannot be implemented.

The second solution: The network management system sends an alarm remote notification by SMS. Through the combination of the network management system and the SMS gateway, the alarm information that meets the alarm remote notification condition can be sent to the specified one or more mobile phone numbers.

Although the SMS remote notification can guarantee the timeliness and meet the security requirements of the physical isolation of the network, the SMS is subject to special restrictions, such as limited text information capacity and short SMS prompts. The remote notification has defects such as incomplete or insufficient information, limited storage capacity of the short message, and easy ignorance of the short message by the user, which will delay the timeliness of the fault resolution. Whether it is e-mail or SMS or other instant messaging, it can not provide remote query function. Users can passively receive remote notifications from the network management system, and cannot actively query the network management system for current network status and device status. information.

Summary of the invention

The embodiment of the invention provides a method, a device and a system for implementing remote notification of an alarm, so as to provide a remote notification of the alarm to the user in a timely and accurate manner.

The embodiment of the invention further provides a method, a device and a system for implementing remote querying of an alarm, so that the user can actively perform remote querying of the alarm to the network management system.

The technical solution of the embodiment of the present invention is specifically implemented as follows: A network management system includes: an alarm receiving and processing module, configured to receive and process an alarm reported by the device; The network management system is connected to the call center, and further includes:

a call center access management module, configured to customize a first automatic service to the call center, where the first automatic service is used to determine, when the alarm information to be notified exists, a terminal corresponding to the specified one or more phone numbers Initiating a call, and playing the to-be-notified alarm information to the terminal corresponding to the specified one or more phone numbers;

The remote notification processing module is configured to specify the alarm information to be notified when it is determined that the alarm received by the alarm receiving and processing module has an alarm for remote notification of the alarm.

An alarm remote notification system includes an interconnected network management system and a call center;

The network management system is configured to customize the first automatic service to the call center, and is configured to specify the alarm information to be notified when receiving the alarm that needs to perform the remote notification of the alarm;

a call center, configured to receive and execute a first automatic service customized by the network management system, where the first automatic service initiates a call to a terminal corresponding to the specified one or more phone numbers when determining that the alarm information to be notified exists And playing the specified alarm information to the terminal corresponding to the specified one or more phone numbers.

A method for implementing remote notification of an alarm, comprising:

Dedicating the first automatic service to the call center in advance, the first automatic service, when there is alarm information to be notified, initiating a call to the terminal corresponding to the specified one or more phone numbers, and to the specified one or more The terminal corresponding to the phone number plays the alarm information to be notified;

Receiving an alarm reported by the device, and determining whether an alarm for notifying the alarm is generated in the received alarm;

When there is an alarm that requires remote notification of the alarm, specify the alarm information to be notified.

A network management system includes: an alarm receiving and processing module, configured to receive and process an alarm reported by the device, where the network management system is connected to the call center, and further includes: a remote query processing module, configured to specify alarm information to be queried;

a call center access management module, configured to customize a second automatic service to the call center, where the second automatic service is used to trigger execution when an incoming call is received, corresponding to a phone number that is called into the call The terminal broadcasts a remote query voice prompt, and queries the alarm information to be queried according to the alarm remote query request from the terminal, and obtains a query result corresponding to the alarm remote query request, and plays the query result.

An alarm remote query system, comprising an interconnected network management system and a call center;

The network management system is configured to specify alarm information to be queried, and is used to customize a second automatic service to the call center;

The call center is configured to receive a second automatic service customized by the network management system, and execute the second automatic service to send an alarm to the terminal corresponding to the phone number of the incoming call when the incoming call is received. And querying the alarm information to be queried according to the remote query request from the terminal, and obtaining a query result corresponding to the alarm remote query request, and playing the query result.

A method for implementing remote querying of alarms, including:

Dedicating a second automatic service to the call center in advance, the second automatic service is triggered to be executed when receiving the incoming call, and playing an alarm remote query voice prompt to the terminal corresponding to the phone number that is called into the phone;

And the alarm information corresponding to the alarm remote query request is obtained according to the alarm remote query request from the terminal, and the alarm information corresponding to the query result is played.

It can be seen from the foregoing technical solutions that the call center is interconnected with the network management system by using the CTI technology, and the call center and the user's telephone can communicate through the existing common communication network, so that the network management system needs to perform remote alarming. When the notification is made, the call center can initiate a call to the user to achieve the purpose of the remote notification of the alarm. The user can also initiate a call to the call center, query the call center to the network management system, and query the result. The method of playing to the user is realized, thereby ensuring that the user knows the device and the network in a timely and accurate manner. The network status, in turn, ensures the timeliness of alarm processing. DRAWINGS

1 is a schematic diagram showing the overall principle of an alarm remote notification/inquiring system according to an embodiment of the present invention;

2 is a schematic structural diagram of a structure of an alarm remote notification/inquiry system according to an embodiment of the present invention;

3 is a schematic diagram of a typical process for implementing an alarm remote notification and query method according to an embodiment of the present invention;

4 is a schematic flow chart of a method for implementing an alarm remote notification method according to an embodiment of the present invention;

FIG. 5 is a schematic flowchart of a typical method for implementing an alarm remote query according to an embodiment of the present invention; FIG.

FIG. 6 is a schematic structural diagram of a network management system for a self-developed call center according to an embodiment of the present invention. detailed description

The present invention will be further described in detail below with reference to the accompanying drawings.

Call Center is derived from computer telephony integration (CTI: Computer

& Telephony Integration technology is the product of the combination of computer and communication. The call center is a platform that provides value-added services to enterprises through centralized processing of a large number of incoming calls. This platform not only has a delivery function but also has an exchange function; this platform is no longer limited to the telephone mode, but is a combination of telephone, fax, and A variety of communication media such as E-mail and Web. In particular, after being equipped with a variety of automatic application systems, it is combined with a variety of traditional business processes managed by the enterprise to truly realize the integration of computers and communications, resulting in a very broad application space.

FIG. 1 is a schematic diagram showing the overall principle of an alarm remote notification/inquiring system according to an embodiment of the present invention; Figure. Referring to FIG. 1, the call center is interconnected with the network management system by using the CTI technology, and the call center and the user's telephone can communicate with each other through the existing common communication network, so that the network management system needs to perform remote notification of the alarm. The call center can initiate a call to the user to achieve the purpose of the remote notification of the alarm. The user can also initiate a call to the call center, query the call center to the network management system, and play the query result to the user. The way to achieve this, to ensure that users timely and accurately know the status of the device and network, and thus ensure the timeliness of alarm processing.

FIG. 2 is a schematic structural diagram of a structure of an alarm remote notification/inquiry system according to an embodiment of the present invention. Referring to Figure 2, which is the same as the overall schematic diagram of the system shown in Figure 1, the system is generally composed of three parts: a subscriber telephone, a call center, and a network management system. The database (DB: Data Base) between the call center and the network management system can be a database of the call center, a database of the network management system, or a dedicated database, which is used to store alarm data for remote notification of alarms. Or alarm to remotely query the alarm data queried.

Based on the system shown in FIG. 2, it is possible to provide a remote notification/inquiry technical solution for the telephone mode, and the implementation of the solution mainly utilizes the "automatic outgoing call" function of the call center, that is, customizes one or more through the customized function of the call center. Multiple automatic services, allowing the call center to dial the user's phone when the conditions are met. Therefore, it is necessary to implement the remote notification of the telephone mode. First, the call center customization function is used to customize the corresponding automatic service to the call center. This function is completed by the call center access management module in the network management system shown in FIG. 2. Specifically, the customization function can be accomplished in a variety of ways, with two examples:

The first way: Customize the automatic service on the user interface provided by the call center. After receiving the customized automatic service, the call center can generate a process file corresponding to the customized automatic service, which is used to control the cooperation of each module in the call center. Complete functions corresponding to the customized automated business, such as: automatic voice prompts, collecting user information, and so on.

The second way: The call center access management module generates a process file according to relevant standards, for example: Voice Extensible Markup Language, and then sends the generated process file to the call center. Now, see the call center in Figure 2, where:

The Interactive Voice Response (IVR) module is responsible for parsing and executing the process file loaded into itself, and relates to the present invention, and the basic function of the IVR module is call control;

Voice Peripheral (VP) is mainly used to provide voice resources for the call center to realize the recording and playback function of the call. In addition, the VP station can also implement text-to-speech (TTS: Text to Speech) and automatic speech recognition (ASR: Automatic Speech Recognize ) provides users with more convenient, fast and practical services.

The part of the network management system in FIG. 2 shows related modules related to the technical solution of the present invention in the network management system, including: a remote notification setting module 21 and a remote query setting module 22 in the alarm foreground, call center access management in the alarm background The module 23, the alarm receiving and processing module 24, the alarm information extraction module 25, the remote notification processing module 26, the remote query processing module 27, and the alarm database 28. among them:

The call center access management module 23 is configured to customize an automatic service to the call center. For the remote notification of the alarm, the first automatic service may be customized: the first automatic service is used to notify the designated one when there is alarm information to be notified. Or a plurality of telephone numbers initiate a call, and play the alarm information specified by the network management system to the specified one or more telephone numbers; for the remote query of the alarm, the second automatic service may be customized: the second automatic service is triggered to be executed. And playing the alarm remote query voice prompt to the terminal corresponding to the phone number, and querying the alarm information to be queried according to the alarm remote query request from the terminal, and obtaining a query result corresponding to the alarm remote query request, playing the search result.

The foregoing second automatic service may be triggered to be executed in multiple situations, for example: The first case: The second automatic service may be triggered during the execution of the first automatic service. For example, the specified one or more phone numbers have been dialed, and the user is informed that an alarm is generated. In this case, the second automatic service can be triggered to play a voice prompt to the user, and the user can select which aspects of the alarm information to be listened to.

The second case: The second automatic service can be triggered when a call from the user is received. At this time, the second automatic service will play a voice prompt to the user, and the user selects which aspects of the alarm information to listen to. As mentioned above, for each customized automatic service, a corresponding process file can be generated in the call center to control the completion of the corresponding function. The call center access management module

You can also dynamically add, modify, or delete process files according to the needs of the actual application to implement dynamic switching, enabling or disabling of alarm remote notification or alarm remote query rules.

You can specify the database to be accessed in the process file, the number to be dialed when the alarm is remotely notified, the number to be called when receiving the alarm remote query, the number of redials, and the time interval for redialing. Preferably, the database to be accessed is designated as the alarm database 28 of the network management system itself, so that the network management system is not required to convert and store the alarm data into the database of the call center, thereby reducing the coupling between the network management system and the call center. Of course, you can also specify a database or a dedicated database to access the call center. Here, the number that is called when the remote query is received refers to: a number provided to the user for remote query of the alarm, the number identifies the call center, and when the user dials the number, the called party is the call center, and the call will be Continue to the call center.

The main means for the call center to complete the customized service customized by the network management system is to generate a process file corresponding to the automatic service. Process files can be implemented using the standard extensible markup language Voice XML, which is suitable for any call center that meets call center standards, with scalability and compatibility. Preferably, the Voice XML management module may be set in the call center access management module 23 to implement the addition, deletion or modification operations as described above for the flow file in the form of Voice XML. It should be understood that the call center access management module 23 is adapted to adapt different call centers, that is, to access call centers of different protocols or types. For example, the Voice XML management module is used to access a call center that supports the Voice XML mode to control automatic services. It can be extended by other protocol types. In Figure 2, "..." is used instead; the remote notification setting module 21 is used. Receiving and saving the alarm remote notification condition set by the user, the alarm remote notification condition is used to determine whether the newly received alarm needs to be remotely notified by the alarm, and the module supports the network management user's device, alarm type, alarm level, and number of alarms. Set the conditions.

The remote query setting module 22 is configured to receive and save an alarm remote query condition set by the user, where the alarm remote query condition is mainly used to provide a “statistical information” class to the user. The alarm data is queried to facilitate users to understand the overall status of the network.

The alarm receiving and processing module 24 is configured to report alarms on the receiving device or device management background, and perform regular alarm processing on the received alarms, for example, record the alarms in the alarm database 28.

The remote notification processing module 26 is configured to notify the call center when the alarm received by the alarm receiving and processing module 24 is required to perform an alarm for remote notification of the alarm according to the alarm remote notification condition, and trigger the execution of the customized automatic service, and Specifying alarm information to be played to the call center.

The remote notification processing module 26 has various ways of notifying the call center, and two of them are described below:

The first method is: inserting a record in the specified database, where the record includes information about an alarm that needs to be remotely notified by the alarm; in this manner, the call center can periodically access the specified database to determine whether There is a record to be played, and if so, an alert remote notification is made. Here, the basis for judging whether there is a record to be played may be: as long as there is a record in the database, the record is considered to be a record to be played, and after the record is played, the record is deleted from the database.

The second method: inserting a record in the specified database, the record includes information about an alarm that needs to be remotely notified by the alarm, and sends the call center to the specified database to read and play the execution of the corresponding record. In this way, after receiving the execution instruction, the call center will access the specified database, and read and play the corresponding record.

Generally, the alarm information to be played is the information that enables the user to clear the meaning of the alarm after being processed by the network management system. The module that completes the processing function is the alarm information extraction module 25 in the network management system shown in FIG. 2, and the module is used for The specified alarm information is extracted from the alarm that needs to perform the remote notification of the alarm, and the extracted alarm information is sent to the remote notification processing module 26. You can also customize which alarm information is extracted. For example, you can customize the alarm name, alarm source, generation time, and level. The alarm information extraction module 25 can extract corresponding alarm information according to a customized rule.

Corresponding to the first mode described above, the specified database is usually the number of call centers. According to the database, at this time, the remote notification processing module 26 may include:

The determining sub-module is configured to determine, according to the set alarm remote notification condition, whether the received alarm needs to be remotely notified by the alarm, and the alarm information extracting module 25 extracts the alarm information when there is an alarm that needs to perform the remote notification of the alarm;

The inbound sub-module is configured to generate a corresponding record according to the extracted alarm information, and insert the generated record into the specified database.

Corresponding to the second mode, the specified database is usually a database of the network management system, and may be a database of the call center or other database. In this case, the remote notification processing module 26 may include:

Recording a storage sub-module, configured to generate a corresponding record according to the extracted alarm information, and insert the generated record into a specified database;

The instruction sending submodule is configured to generate an execution instruction for notifying the call center to read and play the corresponding record in the specified database, and send the execution instruction to the call center through the call center access management module 23.

The remote query processing module 27 is configured to complete the update of the customized query template data according to the alarm remote query condition set by the user in the remote query setting module 22, and according to the updated query template, the user can be remotely queried according to the updated query template. The alarm data is inserted into the database. The remote query setting module 22 can customize the alarm information that can be queried by the remote query of the alarm. Preferably, the user can provide data query of the statistical information, so that the user can understand the overall status of the network, and can also customize the key equipment, key alarms, and the like. At the same time, according to the selected call center capability, the output of the fax of the query result is provided. It should be understood that the query template may also be used.

When the alarm remote query is implemented, the user authentication process can be added to the process file, and after the user authentication succeeds, the other operations of the remote query are performed to ensure the security of the alarm information. Information such as user accounts, passwords, and the like involved in the user authentication process may be stored in the alert database 28. FIG. 3 is a schematic diagram of an overall process for implementing an alarm remote notification and an alarm remote query method according to an embodiment of the present invention. Referring to Figure 3, the process includes:

Step 301: The network management user sets the alarm remote notification condition at the alarm front desk as needed. For example, the alarm remote notification condition such as the device identifier, alarm type, alarm level, and alarm number can be set.

Steps 302 to 303: The alarm foreground sends the alarm remote notification condition set by the user to the alarm background for saving. Of course, the remote notification setting module 21 in the alarm foreground can also provide the function of saving the alarm remote notification condition.

Step 304: The device generates an alarm and reports it to the alarm background.

Step 305: After completing the normal alarm processing (after the alarm processing is performed, the alarm may be put into the database), according to the remote notification condition set by the user, determine whether the alarm needs to be remotely notified by the telephone, and if necessary, continue Go to step 6, otherwise end the process flow.

Step 306: Inform the call center to perform corresponding processing on the alarm that needs to be remotely notified by the telephone alarm. As described above, various manners for notifying the call center are provided in the embodiment of the present invention. In this example, a corresponding record is inserted into the call center database as an example.

Steps 307 ~ 308: The call center executes the process file, and periodically checks whether there are any records in the database to be played. When there is a record, the user will be dialed according to the specified number, and the voice prompt and selection information will be played. In this step, the alarm information can also be directly played to the user without the user having to perform subsequent selection and playback.

Step 309: The user selects a corresponding query function according to the voice prompt.

Step 310: The call center executes the corresponding content in the process file according to the user selection, and queries the database for the corresponding alarm information.

Step 311: Play the queried alarm information to the user.

So far, the overall process of implementing the remote notification and alarm remote query method in the embodiment is ended.

The method for realizing alarm remote notification and the method for realizing alarm remote query according to the present invention will be described in detail below with reference to the accompanying drawings.

FIG. 4 is a schematic flowchart of a method for implementing remote notification of an alarm according to an embodiment of the present invention; Figure. Referring to Figure 4, the method includes:

Step 401: The device generates an alarm and reports the alarm to the network management system.

Step 402: After receiving the alarm, the alarm receiving module first performs regular alarm processing.

Step 403: Determine, according to the alarm remote notification condition, whether the alarm meets the set alarm remote notification condition, and if yes, continue to step 404, otherwise end the method flow;

Step 404: The alarm information extraction module extracts customized information that needs to be notified from the alarm.

Step 405: Notify the call center that an alarm remote notification process is initiated by the call center.

So far, the method flow of implementing the remote notification of the alarm in this embodiment is ended.

FIG. 5 is a schematic flow chart showing a typical method for implementing an alarm remote query according to an embodiment of the present invention. Referring to Figure 5, the method includes:

Step 501: The user dials in the inquiry number used to alarm the remote query.

Step 502: Prompt the user to input an account and receive the account entered by the user.

Step 503: Determine whether the account exists. If yes, proceed to step 504; otherwise, proceed to step 510.

Step 504: Provide a user to input a password and receive a password input by the user.

Step 505: Determine whether the password is correct. If yes, proceed to step 506; otherwise, proceed to step 512.

Step 506: Play the query category, prompting the user to select the query category.

Step 507: Execute the corresponding content of the process file according to the query category selected by the user, and query the corresponding alarm data in the database of the network management system.

Step 508: Play the queried alarm data to the user.

Step 509: After the end of the playing, the user is prompted to query other category information or end. If not, proceed to step 506. Otherwise, the process ends.

Step 510: Prompt that the user account does not exist.

Step 511: prompting the user to select whether to end, if the user selects to end, then ending; Otherwise, proceed to step 502 to prompt the user to re-enter the account.

Step 512: Prompt the user for a wrong password.

Step 513: Prompt the user to select the end. If the user chooses to end, the process ends. Otherwise, proceed to step 504 to prompt the user to re-enter the password.

So far, the method flow of implementing the remote query of the alarm in this embodiment is ended.

It can be seen from the foregoing embodiment that the embodiment of the present invention interconnects the call center and the network management system through the CTI technology, and the call center and the user's telephone can communicate through the existing common communication network, so that the network management system needs to perform alarm remotely. When the notification is made, the call center can initiate a call to the user to achieve the purpose of the remote notification of the alarm. The user can also initiate a call to the call center, query the call center to the network management system, and query the result. The method of playing to the user is implemented to ensure that the user can know the status of the device and the network in a timely and accurate manner, thereby ensuring the timeliness of the alarm processing.

Since the existing central office basically has ready-made call centers (such as 10000, 160, 1860, etc.), the preferred embodiment of the present invention is to use the existing call center system of the local office to set up a remote notification and inquiry system for the telephone mode alarm. The biggest advantage is that it does not impose additional cost on the user based on the added value of the function.

The technical solution provided by the embodiment of the present invention can also be implemented by the self-developed call center mode, if the site is not in the call center. The recommended embodiment of the self-developed call center is a board solution, that is, a dedicated computer voice board (also known as a seat card), which provides the inbound and outbound capabilities required for remote notification by telephone, and calls through CTI technology. The center (seat card and related management software) is interconnected with the network management system.

A dedicated computer voice board uses a dedicated digital signal processing (DSP) chip to improve voice processing. It can provide analog telephone line and digital telephone line interface respectively, which can meet 8 - 64 lines. Users access at the same time; this scheme generally uses the Windows NT/2000 platform. ACD and CTI servers are often concentrated in one physical computer, which has the following characteristics:

Low cost: Since the price of the computer is much cheaper than the switch, it has a cost side The advantage of the face. At the same time, the remote notification and query of the alarm does not require a large amount of concurrency, so the concurrent access number of the agent card can fully meet the application requirements;

Easy to develop: Computer boards provide an open API programming interface that is easy to associate with the network management system, making it easier to develop a variety of services.

According to the functional characteristics and relationship of the call center in the technical solution of the present invention, the agent card can be directly deployed on the network management server, and managed by software developed by itself, mainly including "interactive voice response (IVR) module" and "voice station". (VP) and "Process File Management" are the main parts.

FIG. 6 is a schematic structural diagram of a network management system of a self-developed call center according to an embodiment of the present invention. Referring to FIG. 6, the network management system includes: a seat card management subsystem 601 (ie, a self-developed call center), an alarm subsystem 602, a security subsystem 603, and a database 604. The agent card management subsystem 601 shown in the figure can be used as a sub-system of the network management system to interact with other subsystems of the network management system to realize remote notification of alarms and remote query of alarms. The security subsystem 603 shown in the figure can be used for management of user verification, queryable authority, and the like.

The above-mentioned network management system used in the development of the call center, in addition to the "seat card management subsystem" is structurally different from the existing call center method, the supported functions, the functions of implementing the functions, etc., and the use of the present invention The technical solutions for the remote notification/inquiry of the call center are basically the same, and are not described here.

The call center involved in the technical solution for implementing remote notification/inquiry of the alarm provided by the embodiment of the present invention can also be implemented by an IP call center. Because IP Call Center combines the functions of the Internet domain, it joins the Web server and email server on the basis of the original call center, which can support more and richer business capabilities; such as web browsing of alarm information.

The technical solution for implementing remote notification/inquiry of the alarm provided by the embodiment of the present invention combines the call center with the network management system, and utilizes the existing mature technical advantages of the call center to realize remote notification of the telephone mode of the alarm and remote alarm of the telephone; Can better meet more user application scenarios, provide better, more convenient, more complete information remote notification, query human-computer interaction. Therefore, it is possible to solve the remote notification and remote query problems that cannot be solved by the prior art solutions, such as: The user is unable to go to the office in a special climate (typhoon season, heavy rain, etc.), and hopes to remotely query the alarm, or other remote notifications cannot be satisfied. The situation requested by the user, such as evening SMS or email, cannot be processed in time.

At the same time, since the existing office has its own call center, the present invention can use the existing call center of the site to complete remote notification and inquiry without incurring additional cost overhead to the user.

A person skilled in the art can understand that the process of implementing the remote notification/inquiry of the alarm in the method of the foregoing embodiment can be completed by using hardware related to the program instruction, and the program can be stored in the readable storage medium of the network management system or the call center. The program executes the corresponding steps in the above method when executed. The storage medium may be, for example, a ROM/RAM, a magnetic disk, an optical disk, or the like.

The above is only the preferred embodiment of the present invention and is not intended to limit the scope of the present invention. Any modifications, equivalents, improvements, etc. made within the spirit and scope of the invention are intended to be included within the scope of the invention.

Claims

Rights request

A network management system, comprising: an alarm receiving and processing module, configured to receive and process an alarm reported by the device, wherein the network management system is connected to the call center, and further includes:

The remote notification processing module is configured to specify the alarm information to be notified when it is determined that there is an alarm that needs to be notified of the remote notification of the alarm received by the alarm receiving and processing module.

2. The network management system according to claim 1, wherein the network management system further comprises:

The alarm information extraction module is configured to extract the specified alarm information from the alarm that needs to perform the remote notification of the alarm. The alarm information to be notified specified by the remote notification processing module is the extracted alarm information.

The network management system of claim 2, wherein, when the first automatic service has a record in the specified database, determining that there is alarm information to be notified; the remote notification processing module includes:

a judging sub-module, configured to determine, according to the set alarm remote notification condition, whether the alarm received by the alarm receiving and processing module needs to perform an alarm remote notification, and the alarm information extraction module is used when there is an alarm that needs to perform remote notification of the alarm Extracting alarm information;

The network management system according to claim 2, wherein the first automatic service determines that there is an alarm information to be notified when receiving an execution instruction;

The remote notification processing module includes: a judging sub-module, configured to determine, according to the set alarm remote notification condition, whether the alarm received by the alarm receiving and processing module needs to perform an alarm remote notification, and the alarm information extraction module is used when there is an alarm that needs to perform remote notification of the alarm Extracting alarm information;

And an instruction sending submodule, configured to generate an execution instruction for notifying the call center to read and play the corresponding record in the specified database, and sending the execution instruction to the call center through the call center access management module.

The network management system according to claim 1 or 2, wherein the network management system further comprises: a remote query processing module, configured to specify alarm information to be queried; the call center access management module, further The second automatic service is used to customize the second automatic service to the call center, and the second automatic service is used to play the alarm remote query voice prompt to the terminal corresponding to the specified one or more phone numbers when triggered, and according to The alarm remote query request from the terminal corresponding to the specified one or more phone numbers queries the alarm information to be queried, obtains a query result corresponding to the alarm remote query request, and plays the query result.

6. An alarm remote notification system, comprising: a network management system and a call center connected to each other;

The call center is configured to receive and execute a first automatic service customized by the network management system, where the first automatic service initiates to the terminal corresponding to the specified one or more phone numbers when determining that the alarm information to be notified exists Calling and playing the specified alarm information to a terminal corresponding to the specified one or more telephone numbers.

The alarm remote notification system according to claim 6, wherein the network management system is further configured to customize a second automatic service to the call center, and specify alarm information to be queried;

The call center is further configured to receive a second automatic service customized by the network management system, And when the second automatic service is triggered, performing the second automatic service, playing an alarm remote query voice prompt to the terminal corresponding to the specified one or more phone numbers, and according to one or more from the specified The alarm remote query request of the terminal corresponding to the phone number queries the alarm information to be queried, obtains a query result corresponding to the alarm remote query request, and plays the query result.

A method for implementing remote notification of an alarm, comprising: pre-customizing a first automatic service to a call center, wherein the first automatic service determines one or more alarm information to be notified, to one or more specified ones The terminal corresponding to the phone number initiates a call, and plays the alarm information to be notified to the terminal corresponding to the specified one or more phone numbers;

Receiving an alarm reported by the device, and determining whether the alarm that needs to be notified of the alarm exists in the received alarm;

The method of claim 8, wherein the specifying the alarm information to be notified further comprises: extracting the specified alarm information from the alarm that needs to perform the remote notification of the alarm;

The alarm information to be notified includes: the extracted alarm information.

The method of claim 9, wherein the specifying the alarm information to be notified is: inserting a record into the specified database, where the record includes the alarm information to be notified; When the automatic service has a record in the specified database, it is determined that there is an alarm information to be notified;

Or the specified alarm information to be notified is: inserting a record into the specified database, the record includes the alarm information to be notified, and issuing an instruction for executing the first automatic service to the call center; When the first automatic service receives the execution instruction, it determines that there is alarm information to be notified.

The method according to claim 9 or 10, wherein the method further comprises: specifying alarm information to be queried;

And further customizing the second automatic service to the call center in advance, the second automatic service And when triggered to execute, playing an alarm remote query voice prompt to the specified one or more phone numbers, and querying the to-be-queried according to an alarm remote query request from the specified one or more phone numbers The alarm information is obtained by the query result corresponding to the alarm remote query request, and the query result is played.

a remote query processing module, configured to specify alarm information to be queried;

The network management system of claim 12, wherein the network management system further comprises:

The remote query setting module is configured to receive and save the remote query condition of the alarm set by the user;

The alarm information to be queried specified by the remote query processing module is the alarm information specified according to the alarm remote query condition.

14. An alarm remote query system, comprising: a network management system and a call center connected to each other;

The call center is configured to receive a second automatic service customized by the network management system, and execute the second automatic service to send an alarm to the terminal corresponding to the phone number of the incoming call when the incoming call is received. And querying the alarm information to be queried according to the alarm remote query request from the terminal, and obtaining a query result corresponding to the alarm remote query request, and playing the query result.

15. A method for implementing remote querying of an alarm, comprising: Dedicating a second automatic service to the call center in advance, the second automatic service is triggered to execute when receiving the incoming call, and playing an alarm remote query voice prompt to the terminal corresponding to the phone number that is called into the phone;

And the alarm information corresponding to the alarm remote query request is obtained according to the alarm remote query request from the terminal, and the alarm information corresponding to the alarm remote query request is obtained, and the alarm information corresponding to the query result is played.

The method according to claim 15, wherein, when the second automatic service is customized, the database that is further accessed is an alarm database of the network management system itself, and the specified alarm information to be queried is specified in the Access to the database.