WO2012100588A1 - 话费异常的处理方法及装置 - Google Patents

话费异常的处理方法及装置 Download PDF

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Publication number
WO2012100588A1
WO2012100588A1 PCT/CN2011/082543 CN2011082543W WO2012100588A1 WO 2012100588 A1 WO2012100588 A1 WO 2012100588A1 CN 2011082543 W CN2011082543 W CN 2011082543W WO 2012100588 A1 WO2012100588 A1 WO 2012100588A1
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Prior art keywords
user
call
deduction
charge
records
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PCT/CN2011/082543
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English (en)
French (fr)
Inventor
侯智荣
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中兴通讯股份有限公司
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Publication of WO2012100588A1 publication Critical patent/WO2012100588A1/zh

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Classifications

    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L12/00Data switching networks
    • H04L12/02Details
    • H04L12/14Charging, metering or billing arrangements for data wireline or wireless communications
    • H04L12/1428Invoice generation, e.g. customization, lay-out, database processing, algorithms for calculating the bill or formatting invoices as WWW pages
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M15/00Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
    • H04M15/43Billing software details
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M15/00Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
    • H04M15/70Administration or customization aspects; Counter-checking correct charges
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M15/00Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
    • H04M15/70Administration or customization aspects; Counter-checking correct charges
    • H04M15/73Validating charges
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M15/00Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
    • H04M15/70Administration or customization aspects; Counter-checking correct charges
    • H04M15/735Re-crediting user

Definitions

  • an intelligent network system can provide various value-added services conveniently, flexibly, economically, and efficiently, and can integrate with a business system, a customer service center, a short message center, and a banking system. Provide users with better, timely and user-friendly services.
  • the intelligent network system is one of the great business growth points for telecom operators.
  • Service Control Point SCP is one of the most critical devices.
  • the schematic diagram of the networking of the intelligent network system is shown in Figure 1. The intelligent service is implemented on the SCP.
  • the Service Manage Point is used by the Service Manage Access Point (SMAP). Manage the business running on the SCP. SCP, SMAP, and SMP communicate with each other through Transmission Control Protocol/Internet Protocol (TCP/IP). Mobile Switching Center (MSC) / Visit Location Register (VLR) / Service Switch Point (SSP) for call control service switching, home location register (Home) Location Register, referred to as HLR) Manages subscription information for mobile users. Independent IP provides voice for user management processes. The SCP, the MSC/VLR/SSP HLR, and the independent IP are connected to each other through the SS7 network.
  • MSC Mobile Switching Center
  • VLR Visit Location Register
  • SSP Service Switch Point
  • HLR home location register
  • Independent IP provides voice for user management processes.
  • the SCP, the MSC/VLR/SSP HLR, and the independent IP are connected to each other through the SS7 network.
  • the SCP implements the business logic processing program and the data required for the intelligent business required by the intelligent service, and bears the deduction of the call, SMS, MMS, GPRS, and other value-added services of the user, and issues a bill for deduction, but in practical application. In the case, there may be an error in the deduction, which causes the call charge to be abnormal.
  • the operator when faced with a user's complaint about abnormal telephone charges, the operator usually solves by manual inquiry. However, when the user's charge bill includes a large amount of charge record, it is necessary to find out that the problem is not human, which will affect the user experience.
  • the present invention provides a method and apparatus for processing abnormal call charges, so as to solve at least the problem that the call charge caused by the charge bill cannot be processed in time when the charge bill includes a large amount of charge records.
  • a processing method of a call charge abnormality is provided.
  • the method for processing abnormal call charges according to the present invention includes: collecting a charge bill for a user who complains abnormally, wherein the charge bill includes a plurality of charge records; and according to a preset rule, the plurality of charge records are imported into the database. In the database, determine the chargeback record of the abnormal charge in the multiple charge records.
  • importing a plurality of deduction records into the database includes: adjusting the order of the deduction information in each deduction record in the plurality of deduction records according to a preset rule; After the multiple deduction records are imported into the database. Importing the adjusted multiple charge records into the database includes: determining that at least two bills in the call CDR, SMS CDR, MMS CDR, and GPRS bill contain the same deduction information; The fee information is imported into the database. According to a preset rule, importing a plurality of deduction records into the database further includes: deleting unnecessary deduction information in each deduction record in the plurality of deduction records.
  • the deduction record for determining the abnormality of the call charges in the plurality of deduction records includes: using the user's complaint information to query a plurality of deduction records in the database, wherein the complaint information is in one or more deduction records Deduction information; In the debit record recorded, the deduction record of the abnormal call charge is determined. In the debit record corresponding to the complaint information, the deduction record for determining the abnormality of the call charge includes: sorting the debit charge records according to the deduction information in the preset deduction record; In the deduction record, the deduction record of the abnormal call charge is determined.
  • the deduction information in each deduction record includes: billing user number, billing user related number, business key, calling and called process flag, user's calling time, user The location of the call, the amount of the user's principal used for the current call, and the amount of the principal remaining before the call;
  • the chargeback information in each charge record includes: Fee user number, billing user related number, business key, calling and calling process flag, user's calling time, user's principal amount used by the user for this call, and the amount of principal remaining before the call;
  • the deduction information in each deduction record in the multiple deduction records includes: the billing user number, the billing user related number, the service key, the calling and called flow indicator, the calling time of the user, and the user's current call.
  • the chargeback information in each charge record includes: User number, billing user related number, service key, calling and calling process flag, user's calling time, user's principal amount used by the user for this call, and the amount of principal remaining before the call;
  • the deduction information in each deduction record in the multiple deduction records includes: billing user number, billing user related number, business key, The main called process flag, the user's calling time, the user's brand, the user's principal amount used by the user for this call, the remaining principal amount before the call, the SP code, and the SP deduction code.
  • the processing device for abnormal call charges includes: an acquisition module, configured to collect a charge bill for a user whose complaint is abnormal, wherein the charge bill includes a plurality of charge records; and the import module is set to follow a preset Rules, import multiple deduction records into the database; determine the module, set to be in the database, determine the deduction record of abnormal charges in the multiple debit records.
  • the import module includes: an adjustment submodule, configured to adjust the order of the deduction information in each deduction record in the plurality of deduction records according to a preset rule; import the submodule, set to be adjusted Multiple deduction records are imported into the database.
  • the import module further includes: deleting the sub-module, and setting to delete unnecessary deduction information in each deduction record in the plurality of deduction records.
  • FIG. 1 is a schematic diagram of an intelligent network system according to the related art
  • FIG. 2 is a flowchart of a method for processing a call charge abnormality according to an embodiment of the present invention
  • FIG. 3 is a process for handling a call charge abnormality according to a preferred embodiment of the present invention.
  • Figure 4 is a flow chart of a call charge abnormality query according to a preferred embodiment of the present invention
  • Figure 5 is a block diagram showing the structure of a call charge abnormality processing apparatus according to an embodiment of the present invention
  • Figure 6 is a preferred embodiment of the present invention.
  • the block diagram of the processing device for the abnormal call charges is a schematic diagram of an intelligent network system according to the related art
  • FIG. 2 is a flowchart of a method for processing a call charge abnormality according to an embodiment of the present invention
  • FIG. 3 is a process for handling a call charge abnormality according to a preferred embodiment of the present invention.
  • Figure 4 is a flow chart of a call charge abnormality query according to
  • FIG. 2 is a flowchart of a method for processing a call charge abnormality according to an embodiment of the present invention. As shown in FIG. 2, the following steps S202 to S206 are included. Step S202, collecting a bill for the charge of the user who complains that the call charge is abnormal, wherein the charge bill includes a plurality of charge records.
  • step S204 a plurality of charge record records are imported into the database according to a preset rule.
  • step S206 in the database, determining a chargeback record of the abnormal call charge in the plurality of chargeback records.
  • the determination speed of the charge record can be accelerated, thereby determining the cause of the abnormal call charge in time, and improving the user.
  • the importing the plurality of deduction records into the database according to a preset rule comprises: adjusting the order of the deduction information in each deduction record in the plurality of deduction records according to a preset rule ; Import the adjusted multiple charge records into the database.
  • the importing the adjusted multiple charge record into the database comprises: determining at least two of a call CDR, a short message CDR, a multimedia CDR, and a General Packet Radio Service (GPRS) CDR.
  • the bill contains the deduction information with the same meaning; the deduction information with the same meaning is imported into the database.
  • the importing the plurality of deduction records into the database according to the preset rule further includes: deleting unnecessary deduction information in each deduction record in the plurality of deduction records.
  • determining the chargeback record of the abnormal call charge in the plurality of charge record records comprises: querying, by using the user's complaint information, multiple charge record records in the database, wherein the complaint information is one or more buckles The deduction information in the fee record; in the debit record recorded, the deduction record of the abnormal call charge is determined.
  • determining the debit record of the abnormal call charge comprises: sorting the debit charge records according to the deduction information in the preset deduction record; In the sorted chargeback record, the chargeback record of the abnormal call charge is determined.
  • the deduction information in each debit record in the call bill and the plurality of deduction records includes: a billing subscriber number, a billing subscriber related number, a service key, a calling party called a process flag, and a call of the user.
  • the deduction information in each charge record in the multiple charge record Including: billing user number, billing user related number, business key, calling and calling process flag, user's calling time, user's principal amount used for the current call, and the amount of principal remaining before the call
  • the billing information in each billing record in the bill and multiple debit records includes: billing user number, billing user related number, service button, calling and calling process flag, user's calling time, user this time The amount of the user's principal used for the call, and the amount of the principal remaining before the call;
  • the chargeback information in each charge record in the multiple charge record Including: billing user number,
  • the invention can timely find out the cause of the abnormality of the user's call charge, and on the other hand, can determine in time whether the fault of the SCP is caused by the wrong charge, and can take measures in time to avoid further spread of the fault; on the other hand, the complaint user is satisfied in time.
  • the objective response is an important aspect for operators and equipment manufacturers to improve service quality, establish corporate image, improve user satisfaction, and retain users. Therefore, the method has very high economic and technical value.
  • the implementation process of the embodiment of the present invention will be described in detail below with reference to examples. Embodiment 1 FIG.
  • Step S302 Modify the bill of the intelligent network service, and the bill needs to reflect certain information.
  • Step S304 The database is built. This step is mainly based on the user's various business bill information, establish an appropriate table structure in the database, and prepare for the next step to import the data into the database.
  • Step S306 All bills of the abnormal user of the call charge are collected. This step mainly implements the collection of bills from the SCP and the collection of bills charged by the abnormal users.
  • Step S308 Preprocessing of the user bill. This step mainly implements pre-processing of user bills.
  • Step S310 Data import. This step mainly implements the pre-processed CDRs and imports them into the database.
  • Step S312 CDR query. This step is mainly to perform a query of the user's bill according to certain rules, so as to intuitively reflect the abnormal bill of the user.
  • the above steps S302 to S312 will be described in detail below.
  • the CDRs in the step S302 may include call CDRs, SMS CDRs, MMS CDRs, GPRS CDRs, and other value-added service CDRs of the SP on-demand type.
  • the call CDR generally needs to include the following information: a billing subscriber number, a billing subscriber related number, a service key, a calling and called flow sign, a user's starting call time, a user's ending call time, and a user's calling location.
  • the user's call category the user's brand, the user's package number, the user's free time for the package, the free time remaining for the user before the call, the free amount of the package used by the user, and the user's current pre-call package.
  • the free amount the length of time the user used for this call, the remaining credit time before the call, the credit amount used by the user for this call, the remaining credit amount before the call, and the user's principal amount used by the user for this call.
  • the amount of principal remaining before this call For the above information, the billing user number, the billing user related number, the service key, the main and called call flow flag, the user's calling time, the user's calling location, the user's principal amount used by the user for this call, before the call
  • the remaining principal amount is an essential element. Others can determine whether the information is needed depending on whether the user has a package or whether there is a gift. Specifically, the following information is included for the short message bill: the billing subscriber number, the billing subscriber related number, the service key, the main called call flow flag, the user's starting call time, the user's end call time, the user's brand, and the user's use.
  • Package number the number of free SMS messages used by the user this time, the number of free SMS messages left by the user before the call, the free amount of the package used by the user, the free amount of the user before the call, the user's current call
  • the number of free SMS messages used the number of free SMS messages before the call, the credit amount used by the user for this call, the credit amount remaining before the call, the user's principal amount used by the user for this call, this call
  • the billing user number the billing user related number, the service key, the main and called party flow flag, the user's calling time, the user's principal amount used by the user for this call, and the remaining principal amount before the call. It is an essential element.
  • the multimedia message CDR can determine whether or not this information is needed depending on whether the user has a package or whether there is a gift. Specifically, the following information is included for the multimedia message CDR: the billing user number, the billing user related number, the service key, the main and called party flow flag, the user's starting call time, the user's brand, the user's package number, and the user's account.
  • the number of free MMS messages for the second use the number of free MMS messages for the user before the call, the free amount of the package used by the user, the free amount of the user before the call, and the number of free MMS messages used by the user for this call.
  • the number of free MMS messages left before the call the credit amount used by the user for this call, the remaining credit amount before the call, the user's principal amount used by the user for this call, and the remaining principal amount before the call.
  • MMS deduction or rollback sign MMS deduction or rollback sign.
  • the following information is included for the GPRS bill: the billing subscriber number, the billing subscriber related number, the service button, the user's start using the GPRS time, the user's end using the GPRS time, the user's brand, the user's package number, The number of free GPRS traffic used by the user this time, the number of free GPRS traffic remaining before the user calls this time, the free amount of the package used by the user, the free amount of the user before the call, and the free GPRS used by the user for this call.
  • the amount of gold For the above information, the billing user number, the billing user related number, the service key, the main and called party flow flag, the user's calling time, the user's principal amount used by the user for this call, and the remaining principal amount before the call. It is an essential element. Others can determine whether or not this information is needed depending on whether the user has a package or whether there is a gift.
  • Step S304 describes the database construction step, which is mainly to establish an appropriate table structure in the database according to various service bill information of the user. According to the user's various business bill information, it refers to:
  • the table structure When the table structure is established, the same part of the user's various business bill information is represented by a field of the database. For example, for the above-mentioned Sl-1, Sl-2, Sl-3, and Sl-4, there are user billing numbers. Therefore, when designing the table structure, the table structure corresponding to the information of all service bills is used. The field indicates the billing number. In addition, if the user's principal amount before billing, the meanings expressed in all bills are the same, so a field is required to indicate the billing amount of all bills. Corresponding to the information listed in the above mentioned call CDRs, SMS CDRs, MMS CDRs, GPRS CDRs, and SP-on-demand other value-added service CDRs, the table structure can be as follows:
  • Table 1 Schematic diagram of database fields and corresponding bill fields
  • the CDRs of all services are represented by the database field.
  • the main and the called process flags are the main called process flags. All GPRS services are called as the main call, and others are filled in according to the actual situation.
  • the CDRs of all services are represented by the database field, when the user starts the call, when the user starts the call
  • GPRS For GPRS, it is the interval between users starting to use GPRS.
  • the CDRs of all services are represented by the database field, when the user ends the call, when the user ends the call
  • User's call category User's call category
  • All business CDRs use this database field to represent the user's brand user's brand. All CDRs use this database field to indicate the package number used by the user. The package number used by the user. The database field indicates that the user is using this call using the user's current call.
  • the user sets the call before the current call.
  • the database field corresponds to the bill field, and the remaining free time of the meal is free.
  • Meal free MMS meal Remaining free MMS message MMS service use User this call use User this call use
  • the user gives the user this call before the call.
  • the user gives the user this call before the call.
  • the user gives the user this call before the call.
  • the user gives the user this call before the call.
  • the principal amount of the principal amount is the principal amount of the principal amount
  • Step S306 describes the steps of collecting all the bills of the abnormal user of the call charge.
  • This step mainly implements the collection of bills from the SCP and collects the bills charged by the abnormal users.
  • the collected CDR object refers to the CDR of the user whose call charge is abnormal. In actual use, it may be all the CDRs of the user who complained.
  • the shell can be used to export the bill of the abnormal call user; or the interface machine can be used to export the bill of the abnormal call user.
  • Step S308 describes the steps of pre-processing the user's bill. This step mainly implements pre-processing of user bills. The main purpose of preprocessing is to convert the bill into a format suitable for importing data modules.
  • the user's bill pre-processing refers to adjusting the user's bill according to the order of the table structure and the meaning of the corresponding field of the table structure, and eliminating unnecessary information.
  • preprocessing we can use the shell method for batch processing, or we can use the interface machine for single processing.
  • Step S310 describes the data importing step. This step mainly implements the pre-processed CDRs into the database.
  • pre-data import For the first time, we can use the shell method for batch processing, or we can use the interface machine for single processing.
  • Step S312 describes the bill query step. This step is mainly to query the user's bill according to certain rules, so as to intuitively reflect the abnormal bill of the user. In order to quickly locate the problem, the billing query mainly has the following principles:
  • any one of the above table structures can be used as a key value for querying, and any one of the key values can be used for sorting.
  • the amount of the user before deduction is used as the key value for querying and sorting. 2.
  • the inquiry is based on the user's complaint. For example, if the user complains that the SMS deduction fee does not use the content of the package, the SMS service key is used to query the SMS CDR, and the query result is sorted in descending order according to the number of remaining SMS messages of the user. The remaining number of the user's SMS package is the same as the one with the same number of records.
  • FIG. 4 is a flowchart of a call charge abnormality query according to a preferred embodiment of the present invention. As shown in FIG.
  • Step S402 first according to the words In a single time sequence, whether the difference between the remaining principal amount before the user's last deduction and the amount of the last call deduction is equal to the deduction amount before the current deduction. If there are unequal records, the user's principal deduction amount may be wrong, and the corresponding business key and call time of the record are detected, and the business of the deduction of the charge and the cause of the error are further confirmed.
  • Step S404 querying the free amount of the package, since all the services of the user can be used, the first inquiry is needed: Query in time sequence whether the difference between the remaining free amount of the package before the last charge and the free amount of the package deducted from the last charge is equal to the present The remaining free amount of the pre-deduction package, if not equal, indicates that there may be problems, you can conduct further troubleshooting.
  • Step S406 querying the free amount of the gift, since all the services of the user can be used, it is necessary to first query: whether the difference between the free free amount before the last deduction and the free amount deducted from the last deduction is equated to the present.
  • step S408 since the above steps have excluded the user's principal deduction error and the package and the credit amount problem, it is only necessary to further check according to the personality elements of other services.
  • Query the debit bills of each service according to each service key The following takes the inquiry short message as an example to explain the processing method of the above call charge abnormality. First, query and sort the SMS bills according to the service key. Secondly, according to the time sequence of the SMS bill, the difference between the number of remaining SMS messages in the SMS package before the last deduction and the SMS packet deducted from the last deduction is not equal to the number of remaining SMS messages in the SMS package before the deduction.
  • the difference between the number of remaining free SMS messages and the number of free SMS messages deducted from the previous deduction is not equal to the number of free SMS messages before the deduction, which indicates that there may be problems. Further troubleshooting can be performed.
  • the following describes the processing method of the above-mentioned call charge abnormality by taking the inquiry MMS as an example. First, follow the business key to query and sort the MMS CDRs. Secondly, according to the order of the MMS CDRs, the difference between the number of remaining MMS messages in the MMS package and the number of MMS packages deducted from the last deduction is not equal to the number of MMS messages in the MMS package before the deduction.
  • FIG. 5 is a diagram of a processing apparatus for a call charge abnormality according to an embodiment of the present invention.
  • the block diagram of the block diagram includes a block capture module module 5522, a lead-in module block 5544, and a fixed die module block 5566. .
  • the acquisition module module 5522 is set to be set to be a collection of the user's deduction fee for the complaints and complaints, and the deduction is performed.
  • the deduction charge includes a number of strips and deduction records;; the import and import module module 5544, and the connection to the acquisition acquisition module module 5522, the setting is set to press According to the rules and rules set in advance, 55 will be collected by the collection module module 5522 to collect the collection of the buckle fee bills included in the package of a lot of buckles fee record
  • the recording is imported into the data library;; the fixed module block 5566 is determined, and the connection is connected to the import and import module block 5544, and the setting is set to be in the import and import module block 5544.
  • the lead-in module module 5544 includes a sub-module module block 554422 and a sub-module block 554444, and the bottom sub-module is 430444. Describe the description. .
  • the 1100 adjusts the whole sub-module module block 554422, and sets the setting to the rule according to the pre-pre-set setting, and the pair of the plurality of strips are charged in the record
  • the deduction and deduction of the information in the record of the deductions and charges in the records of the deductions and charges shall be adjusted in order; the import is introduced into the sub-module module block 554444, and the connection is connected to the adjustment
  • the sub-module module block 554422 is set to be used to import and adjust a plurality of pieces of the deduction of the sub-module module block 554422 into the data repository. .
  • the import and import module module 5544 further includes a delete and delete sub-module module block 554466, and the setting is set to delete and delete a plurality of strips in the fee record.
  • the deductions in the fee record does not have to be necessary for the deduction fee information. .
  • FIG. 66 is a block diagram showing a structure of a node structure according to the processing and arranging device of the embodiment of the present invention.
  • the package includes the SSCCPP intelligent intelligent business service, the single-generation single-generation module module, the single-acquisition acquisition module module block, and the single-pre-preprocessing processing module module.
  • the data is imported into the module module, the 2200 data library module module block, and the single query query module module group. .
  • the following is a detailed description of the progress of the following. .
  • the message package contains the information contained in the message as described in the previous section.
  • the single acquisition of the module module : The main main realization of the current order from the SSCCPP, the collection of the collection of calls and charges are abnormal for the common user's words.
  • the pre-preparation processing module module of the voice precautions : The pre-pre-processing of the user account CDRs of the abnormality of the call charges and charges is performed in advance, so that the match is consistent with the data base of the data.
  • the table structure of the library is .
  • Database module Realize the storage, sorting query, etc. of user bill information.
  • CDR query module Query the user CDRs according to certain query rules, and quickly locate the abnormal CDRs of the user.
  • the bill collection module, the bill pre-processing module, and the data import module can all be implemented by using a shell or an interface machine. According to the above methods and steps, it is easy to locate the problem of abnormal bills related to the intelligent network.
  • the method and system can timely find out the cause of the abnormality of the user's call charge, and on the other hand, can determine in time whether the fault of the SCP is caused by the wrong charge, and can take measures in time to avoid further spread of the fault result;
  • a satisfactory and objective response is an important aspect for operators and equipment manufacturers to improve service quality, establish corporate image, improve user satisfaction, and retain users. Therefore, the method and system have very high economic and technical value.
  • a method and apparatus for processing an abnormal call charge are provided. By introducing the charge record into the database and determining the charge record of the call charge abnormality in the database, the determination speed of the charge record can be speeded up, thereby determining the cause of the abnormal call charge in time and improving the user experience.
  • modules or steps of the present invention can be implemented by a general-purpose computing device, which can be concentrated on a single computing device or distributed over a network composed of multiple computing devices. Alternatively, they may be implemented by program code executable by the computing device, such that they may be stored in the storage device by the computing device, or they may be separately fabricated into individual integrated circuit modules, or they may be Multiple modules or steps are made into a single integrated circuit module.
  • the invention is not limited to any specific combination of hardware and software.
  • the above is only the preferred embodiment of the present invention, and is not intended to limit the present invention, and various modifications and changes can be made to the present invention. Any modifications, equivalent substitutions, improvements, etc. made within the spirit and scope of the present invention are intended to be included within the scope of the present invention.

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  • Engineering & Computer Science (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Signal Processing (AREA)
  • Databases & Information Systems (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
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Abstract

本发明公开了一种话费异常的处理方法及装置,该方法包括:对投诉话费异常的用户的扣费话单进行采集,其中扣费话单包括多条扣费记录;按照预先设定的规则,将多条扣费记录导入数据库中;在数据库中,确定多条扣费记录中的话费异常的扣费记录。本发明可以加快该扣费记录的确定速度,从而及时确定用户话费异常的原因所在,提高用户体验。

Description

话费异常的处理方法及装置 技术领域 本发明涉及通信领域, 具体而言, 涉及一种话费异常的处理方法及装置。 背景技术 智能网系统作为移动通信行业新兴的业务服务网络, 能够方便、 灵活、 经济、 有 效地提供各种增值业务, 并能通过与营业系统、 客户服务中心、 短消息中心以及银行 系统的集成, 为用户提供更优质、 及时、 人性化的服务。 智能网系统是电信运营商很 大的业务增长点之一。 智能网系统中, 业务控制点 (Service Control Point, 简称为 SCP) 是最关键的设 备之一。 智能网系统的组网原理图如图 1所示, 智能业务在 SCP上面实现, 业务管理 点(Service Manage Point, 简称为 SMP)通过业务管理接入点 ( Service Manage Access Point, 简称为 SMAP) 来对运行在 SCP上的业务进行管理。 SCP、 SMAP、 SMP之间 通过传输控制协议 /互联网协议 (Transfer Control Protocol/Internet Protocol, 简称为 TCP/IP) 相互通讯。 移动交换中心 (Mobile Switching Center, 简称为 MSC) /拜访位 置寄存器(Visitor Location Register, 简称为 VLR) /业务交换点 ( Service Switch Point, 简称为 SSP)进行呼叫控制业务交换功能, 归属位置寄存器(Home Location Register, 简称为 HLR) 管理移动用户的签约信息, 独立 IP提供用户管理流程的语音。 其中, SCP、 MSC/VLR/SSP HLR、 独立 IP之间通过七号信令网相互连接。
SCP实现智能业务所需要的业务逻辑处理程序和智能业务所需的数据, 承担着对 用户的呼叫、 短信、 彩信、 GPRS、 其他增值业务的扣费等, 并出具扣费话单, 而在实 际应用中, 可能出现扣费的错误, 从而引起话费异常。 相关技术中, 当面对用户关于话费异常的投诉时,运营商通常通过人工查询解决。 但是, 当该用户的扣费话单包括大量的扣费记录时, 要想查出问题非人力所能为之, 这样将影响用户体验。 发明内容 本发明提供了一种话费异常的处理方法及装置, 以至少解决当扣费话单包括大量 扣费记录时, 不能及时处理该扣费话单引起的话费异常的问题。 为了实现上述目的, 根据本发明的一个方面, 提供了一种话费异常的处理方法。 根据本发明的话费异常的处理方法包括: 对投诉话费异常的用户的扣费话单进行 采集, 其中扣费话单包括多条扣费记录; 按照预先设定的规则, 将多条扣费记录导入 数据库中; 在数据库中, 确定多条扣费记录中的话费异常的扣费记录。 按照预先设定的规则,将多条扣费记录导入数据库中包括: 按照预先设定的规则, 对多条扣费记录中的每条扣费记录中的扣费信息的顺序进行调整; 将调整后的多条扣 费记录导入数据库中。 将调整后的多条扣费记录导入数据库中包括: 确定呼叫话单、 短信话单、 彩信话 单和 GPRS话单中的至少两个话单包含含义相同的扣费信息; 将含义相同的扣费信息 导入数据库中。 按照预先设定的规则, 将多条扣费记录导入数据库中还包括: 删除多条扣费记录 中的每条扣费记录中的不必要的扣费信息。 在数据库中, 确定多条扣费记录中的话费异常的扣费记录包括: 使用用户的投诉 信息, 对数据库中的多条扣费记录进行查询, 其中投诉信息为一条或多条扣费记录中 的扣费信息; 在查询到的扣费记录中, 确定话费异常的扣费记录。 在查询到的与投诉信息对应的扣费记录中, 确定话费异常的扣费记录包括: 按照 预先设定的扣费记录中的扣费信息, 对查询到的扣费记录进行排序; 在排序后的扣费 记录中, 确定话费异常的扣费记录。 对于呼叫话单、 多条扣费记录中的每条扣费记录中的扣费信息包括: 计费用户号 码、 计费用户相关号码、 业务键、 主被叫流程标志、 用户的呼叫时间、 用户的呼叫地 点、用户本次呼叫使用的用户本金金额、本次呼叫前剩余的本金金额; 对于短信话单、 多条扣费记录中的每条扣费记录中的扣费信息包括: 计费用户号码、 计费用户相关号 码、 业务键、 主被叫流程标志、 用户的呼叫时间、 用户本次呼叫使用的用户本金金额、 本次呼叫前剩余的本金金额; 对于彩信话单、 多条扣费记录中的每条扣费记录中的扣 费信息包括: 计费用户号码、 计费用户相关号码、 业务键、 主被叫流程标志、 用户的 呼叫时间、 用户本次呼叫使用的用户本金金额、 本次呼叫前剩余的本金金额; 对于 GPRS 话单、 多条扣费记录中的每条扣费记录中的扣费信息包括: 计费用户号码、 计 费用户相关号码、 业务键、 主被叫流程标志、 用户的呼叫时间、 用户本次呼叫使用的 用户本金金额、 本次呼叫前剩余的本金金额; 对于 SP 点播类的业务、 多条扣费记录 中的每条扣费记录中的扣费信息包括: 计费用户号码、 计费用户相关号码、 业务键、 主被叫流程标志、用户的呼叫时间、用户的品牌、用户本次呼叫使用的用户本金金额、 本次呼叫前剩余的本金金额、 SP代码、 SP扣费代码。 为了实现上述目的,根据本发明的另一个方面,提供了一种话费异常的处理装置。 根据本发明的话费异常的处理装置包括: 采集模块, 设置为对投诉话费异常的用 户的扣费话单进行采集, 其中扣费话单包括多条扣费记录; 导入模块, 设置为按照预 先设定的规则, 将多条扣费记录导入数据库中; 确定模块, 设置为在数据库中, 确定 多条扣费记录中的话费异常的扣费记录。 导入模块包括: 调整子模块, 设置为按照预先设定的规则, 对多条扣费记录中的 每条扣费记录中的扣费信息的顺序进行调整; 导入子模块, 设置为将调整后的多条扣 费记录导入数据库中。 导入模块还包括: 删除子模块, 设置为删除多条扣费记录中的每条扣费记录中的 不必要的扣费信息。 本发明通过将扣费记录导入数据库中,并在该数据库中确定话费异常的扣费记录, 可以加快该扣费记录的确定速度, 从而及时确定用户话费异常的原因所在, 提高用户 体验。 附图说明 此处所说明的附图用来提供对本发明的进一步理解, 构成本申请的一部分, 本发 明的示意性实施例及其说明用于解释本发明, 并不构成对本发明的不当限定。 在附图 中: 图 1是根据相关技术的智能网系统的示意图; 图 2是根据本发明实施例的话费异常的处理方法的流程图; 图 3是根据本发明优选实施例的话费异常的处理方法的流程图; 图 4是根据本发明优选实施例的话费异常问题查询的流程图; 图 5是根据本发明实施例的话费异常的处理装置的结构框图; 图 6是根据本发明优选实施例的话费异常的处理装置的结构框图。 具体实施方式 需要说明的是, 在不冲突的情况下, 本申请中的实施例及实施例中的特征可以相 互组合。 下面将参考附图并结合实施例来详细说明本发明。 本发明实施例提供了一种话费异常的处理方法。 图 2是根据本发明实施例的话费 异常的处理方法的流程图, 如图 2所示, 包括如下的步骤 S202至步骤 S206。 步骤 S202, 对投诉话费异常的用户的扣费话单进行采集, 其中扣费话单包括多条 扣费记录。 步骤 S204, 按照预先设定的规则, 将多条扣费记录导入数据库中。 步骤 S206, 在数据库中, 确定多条扣费记录中的话费异常的扣费记录。 相关技术中, 当面对用户关于话费异常的投诉时, 如果该用户的扣费话单包括大 量扣费记录, 运营商难以及时解决该扣费话单引起的话费异常。 本发明实施例中, 通 过将扣费记录导入数据库中, 并在该数据库中确定话费异常的扣费记录, 可以加快该 扣费记录的确定速度, 从而及时确定用户话费异常的原因所在, 提高用户体验。 优选地, 按照预先设定的规则, 将多条扣费记录导入数据库中包括: 按照预先设 定的规则, 对多条扣费记录中的每条扣费记录中的扣费信息的顺序进行调整; 将调整 后的多条扣费记录导入数据库中。 优选地, 将调整后的多条扣费记录导入数据库中包括: 确定呼叫话单、短信话单、 彩信话单和通用分组无线业务 (General Packet Radio Service, 简称为 GPRS) 话单中 的至少两个话单包含含义相同的扣费信息; 将含义相同的扣费信息导入数据库中。 优选地, 按照预先设定的规则, 将多条扣费记录导入数据库中还包括: 删除多条 扣费记录中的每条扣费记录中的不必要的扣费信息。 优选地, 在数据库中, 确定多条扣费记录中的话费异常的扣费记录包括: 使用用 户的投诉信息, 对数据库中的多条扣费记录进行查询, 其中投诉信息为一条或多条扣 费记录中的扣费信息; 在查询到的扣费记录中, 确定话费异常的扣费记录。 优选地, 在查询到的与投诉信息对应的扣费记录中, 确定话费异常的扣费记录包 括: 按照预先设定的扣费记录中的扣费信息, 对查询到的扣费记录进行排序; 在排序 后的扣费记录中, 确定话费异常的扣费记录。 优选地, 对于呼叫话单、 多条扣费记录中的每条扣费记录中的扣费信息包括: 计 费用户号码、 计费用户相关号码、 业务键、 主被叫流程标志、 用户的呼叫时间、 用户 的呼叫地点、 用户本次呼叫使用的用户本金金额、 本次呼叫前剩余的本金金额; 对于 短信话单、 多条扣费记录中的每条扣费记录中的扣费信息包括: 计费用户号码、 计费 用户相关号码、 业务键、 主被叫流程标志、 用户的呼叫时间、 用户本次呼叫使用的用 户本金金额、 本次呼叫前剩余的本金金额; 对于彩信话单、 多条扣费记录中的每条扣 费记录中的扣费信息包括: 计费用户号码、 计费用户相关号码、 业务键、 主被叫流程 标志、 用户的呼叫时间、 用户本次呼叫使用的用户本金金额、 本次呼叫前剩余的本金 金额; 对于 GPRS话单、 多条扣费记录中的每条扣费记录中的扣费信息包括: 计费用 户号码、 计费用户相关号码、 业务键、 主被叫流程标志、 用户的呼叫时间、 用户本次 呼叫使用的用户本金金额、 本次呼叫前剩余的本金金额; 对于 SP 点播类的业务、 多 条扣费记录中的每条扣费记录中的扣费信息包括: 计费用户号码、计费用户相关号码、 业务键、 主被叫流程标志、 用户的呼叫时间、 用户的品牌、 用户本次呼叫使用的用户 本金金额、 本次呼叫前剩余的本金金额、 SP代码、 SP扣费代码。 本发明能及时查出用户话费异常的原因所在, 一方面可以及时确定是否是 SCP的 故障引起扣费错误, 可以及时采取措施, 避免故障后果进一步的扩散; 另一方面及时 给投诉用户一个满意的、 客观的答复, 是运营商和设备商提高服务质量, 树立企业形 象, 提高用户满意度, 留驻用户的一个及其重要的方面。 因此该方法具有非常高的经 济效益和技术价值。 下面将结合实例对本发明实施例的实现过程进行详细描述。 实施例一 图 3是根据本发明优选实施例的话费异常的处理方法的流程图, 如图 3所示, 包 括如下的步骤 S302至步骤 S312。 步骤 S302: 对个智能网业务的话单进行改造, 话单需要体现一定的信息。 步骤 S304: 数据库建表。 该步骤主要是根据用户的各种业务话单信息, 在数据库 中建立适当的表结构, 为下一步将数据导入数据库做好准备。 步骤 S306: 话费异常用户的所有话单采集。该步骤主要实现从 SCP分拣、采集话 费异常用户所有的扣费话单。 步骤 S308: 用户话单的预处理。 该步骤主要实现对用户话单进行预处理。 预处理 的主要目的是将话单转换为适合导入数据模块的格式。 步骤 S310: 数据导入。 该步骤主要实现将预处理完的话单, 导入数据库中。 步骤 S312: 话单查询。 该步骤主要是按照一定的规则, 进行用户话单的查询, 以 便直观的反应用户的异常话单。 下面分别对上述步骤 S302至步骤 S312进行详细说明。 通常, 步骤 S302中的话单可以包括呼叫话单、短信话单、彩信话单、 GPRS话单、 SP点播类的其他增值业务话单。 具体地, 对于呼叫话单一般需要包括如下信息: 计费用户号码, 计费用户相关号 码, 业务键, 主被叫流程标志, 用户的开始呼叫时间, 用户的结束呼叫时间, 用户的 呼叫地点, 用户的呼叫类别, 用户的品牌, 用户使用的套餐号, 用户本次使用的套餐 免费时长, 用户本次呼叫前套餐剩余免费时长, 用户本次使用的套餐免费金额, 用户 本次呼叫前套餐剩余免费金额, 用户本次呼叫使用的赠送时长, 本次呼叫前剩余的赠 送时长, 用户本次呼叫使用的赠送金额, 本次呼叫前剩余的赠送金额, 用户本次呼叫 使用的用户本金金额, 本次呼叫前剩余的本金金额。 对于上述的信息, 计费用户号码, 计费用户相关号码, 业务键, 主被叫流程标志, 用户的呼叫时间, 用户的呼叫地点, 用户本次呼叫使用的用户本金金额, 本次呼叫前 剩余的本金金额是必须的要素, 其他可随用户是否有套餐、 是否有赠送等来确定是否 需要这些信息。 具体地, 对于短信话单要包括如下信息: 计费用户号码, 计费用户相关号码, 业 务键, 主被叫流程标志, 用户的开始呼叫时间, 用户的结束呼叫时间, 用户的品牌, 用户使用的套餐号, 用户本次使用的套餐免费短信条数, 用户本次呼叫前套餐剩余免 费短信条数, 用户本次使用的套餐免费金额, 用户本次呼叫前套餐剩余免费金额, 用 户本次呼叫使用的赠送短信条数, 本次呼叫前剩余的赠送短信条数, 用户本次呼叫使 用的赠送金额, 本次呼叫前剩余的赠送金额, 用户本次呼叫使用的用户本金金额, 本 次呼叫前剩余的本金金额, 短信扣费或者回滚标志。 对于上述的信息, 计费用户号码, 计费用户相关号码, 业务键, 主被叫流程标志, 用户的呼叫时间, 用户本次呼叫使用的用户本金金额, 本次呼叫前剩余的本金金额是 必须的要素, 其他可随用户是否有套餐、 是否有赠送等来确定是否需要这些信息。 具体地, 对于彩信话单要包括如下信息: 计费用户号码, 计费用户相关号码, 业 务键, 主被叫流程标志, 用户的开始呼叫时间, 用户的品牌, 用户使用的套餐号, 用 户本次使用的套餐免费彩信条数, 用户本次呼叫前套餐剩余免费彩信条数, 用户本次 使用的套餐免费金额, 用户本次呼叫前套餐剩余免费金额, 用户本次呼叫使用的赠送 彩信条数, 本次呼叫前剩余的赠送彩信条数, 用户本次呼叫使用的赠送金额, 本次呼 叫前剩余的赠送金额, 用户本次呼叫使用的用户本金金额, 本次呼叫前剩余的本金金 额, 彩信扣费或者回滚标志。 对于上述的信息, 计费用户号码, 计费用户相关号码, 业务键, 主被叫流程标志, 用户的呼叫时间, 用户本次呼叫使用的用户本金金额, 本次呼叫前剩余的本金金额是 必须的要素, 其他可随用户是否有套餐、 是否有赠送等来确定是否需要这些信息。 具体地, 对于 GPRS话单要包括如下信息: 计费用户号码, 计费用户相关号码, 业务键, 用户的开始使用 GPRS时间, 用户的结束使用 GPRS时间, 用户的品牌, 用 户使用的套餐号, 用户本次使用的套餐免费 GPRS流量数, 用户本次呼叫前套餐剩余 免费 GPRS流量数, 用户本次使用的套餐免费金额, 用户本次呼叫前套餐剩余免费金 额, 用户本次呼叫使用的赠送 GPRS流量数, 本次呼叫前剩余的赠送 GPRS流量数, 用户本次呼叫使用的赠送金额, 本次呼叫前剩余的赠送金额, 用户本次呼叫使用的用 户本金金额, 本次呼叫前剩余的本金金额。 对于上述的信息, 计费用户号码, 计费用户相关号码, 业务键, 主被叫流程标志, 用户的呼叫时间, 用户本次呼叫使用的用户本金金额, 本次呼叫前剩余的本金金额是 必须的要素, 其他可随用户是否有套餐、 是否有赠送等来确定是否需要这些信息。 具体地, 对于 SP点播类的其他增值业务话单, 要包括如下信息: 计费用户号码, 计费用户相关号码, 业务键, 主被叫流程标志, 用户的呼叫时间, 用户的品牌, 用户 本次呼叫使用的用户本金金额, 本次呼叫前剩余的本金金额, SP代码, SP扣费代码 等。 对于上述的信息, 计费用户号码, 计费用户相关号码, 业务键, 用户的呼叫时间, 用户本次呼叫使用的用户本金金额, 本次呼叫前剩余的本金金额是必须的要素。 除上述的话单外, 还需要集成用户的充值话单、 用户状态的全量话单等。 在此不 予赘述。 步骤 S304描述了数据库建表步骤,其主要是根据用户的各种业务话单信息,在数 据库中建立适当的表结构。 根据用户的各种业务话单信息指的是:
1、建立表结构的时候, 需要体现用户各种业务话单信息的最大集合。 比如对于上 述 Sl-l,Sl-2,Sl-3,Sl-4来讲, 呼叫业务的话单用户有赠送时长, 短信业务的话单有赠 送短信条数, 彩信业务的话单有彩信条数, GPRS业务的话单有赠送的 GPRS流量。 因此在建立表结构的时候要按照四个字段考虑这些信息。
2、建立表结构的时候, 用户各种业务话单信息的相同的部分, 要数据库的一个字 段来表示。 比如对于上述 Sl-l,Sl-2,Sl-3,Sl-4来讲, 都有用户的计费号码, 因此在设 计表结构的时候, 所有业务话单的该信息对应的表结构用一个字段表示计费号码。 又 如计费前用户的本金金额, 在所有话单中表示的含义是相同的, 所以需要用一个字段 表示所有话单的计费金额。 对应上述的呼叫话单、 短信话单、 彩信话单、 GPRS话单、 SP点播类的其他增值 业务话单所列出的信息, 表结构可以示意如下:
表 1 数据库字段与对应话单字段的示意表
数据库字段 对应话单字段 说明
用户计费号码 用户计费号码 所有业务的话单都用该数据库字段表示 计费用户相关号码 计费用户相关号码 所有业务的话单都用该数据库字段表示 所有业务的话单都用该数据库字段表示, 业务键 业务键 比如预付费业务键 1, 短信业务键 80, 彩 信业务键 90
所有业务的话单都用该数据库字段表示, 主被叫流程标志 主被叫流程标志, 除 GPRS业务一律为主叫, 其他的按照实 际情况填写
所有业务的话单都用该数据库字段表示, 用户的开始呼叫时 用户的开始呼叫时
对 GPRS来讲就是用户开始使用 GPRS的 间 间
时间
所有业务的话单都用该数据库字段表示, 用户的结束呼叫时 用户的结束呼叫时
对 GPRS和呼叫业务是必须的, 其他业务 间 间,
可以不填
用户的呼叫地点 用户的呼叫地点 呼叫业务使用
用户的呼叫类别 用户的呼叫类别 所有业务的话单都用该数据库字段表示 用户的品牌 用户的品牌 所有业务的话单都用该数据库字段表示 用户使用的套餐号 用户使用的套餐号 所有业务的话单都用该数据库字段表示 用户本次呼叫使用 用户本次呼叫使用
呼叫业务使用
的套餐免费时长 的套餐免费时长
用户本次呼叫前套 用户本次呼叫前套 呼叫业务使用 数据库字段 对应话单字段 说明 餐剩余免费时长 餐剩余免费时长
用户本次呼叫使用 用户本次呼叫使用
短信业务使用 套餐免费短信条数 套餐免费短信条数
用户本次呼叫前套 用户本次呼叫前套
餐剩余免费短信条 餐剩余免费短信条 短信业务使用 用户本次呼叫使用 用户本次呼叫使用
彩信业务使用 套餐免费彩信条数 套餐免费彩信条数
用户本次呼叫前套 用户本次呼叫前套
餐剩余免费彩信条 餐剩余免费彩信条 彩信业务使用 用户本次呼叫使用 用户本次呼叫使用
套餐免费 GPRS 流 套餐免费 GPRS 流 GPRS业务使用 華: 華:
用户本次呼叫前套 用户本次呼叫前套
餐剩余免费 GPRS 餐剩余免费 GPRS GPRS业务使用 流量 流量
用户本次呼叫使用 用户本次呼叫使用
呼叫业务使用 的赠送免费时长 的赠送免费时长
用户本次呼叫前赠 用户本次呼叫前赠
呼叫业务使用 送剩余免费时长 送剩余免费时长
用户本次呼叫使用 用户本次呼叫使用
短信业务使用 赠送免费短信条数 赠送免费短信条数
用户本次呼叫前赠 用户本次呼叫前赠
送剩余免费短信条 送剩余免费短信条 短信业务使用 用户本次呼叫使用 用户本次呼叫使用
彩信业务使用 赠送免费彩信条数 赠送免费彩信条数
用户本次呼叫前赠 用户本次呼叫前赠
送剩余免费彩信条 送剩余免费彩信条 彩信业务使用 用户本次呼叫使用 用户本次呼叫使用
赠送免费 GPRS 流 赠送免费 GPRS 流 GPRS业务使用 華: 華:
用户本次呼叫前赠 用户本次呼叫前赠
送剩余免费 GPRS 送剩余免费 GPRS GPRS业务使用 流量 流量
用户本次呼叫使用 用户本次呼叫使用
所有业务使用 的套餐免费金额 的套餐免费金额
用户本次呼叫使用 用户本次呼叫使用
前剩余套餐免费金 前剩余套餐免费金 所有业务使用 额 额
用户; *:次呼叫俅用 用户; *:次呼叫俅用 所有业备俅用 数据库字段 对应话单字段 说明
的赠送免费金额 的赠送免费金额
用户本次呼叫使用 用户本次呼叫使用
前剩余赠送免费金 前剩余赠送免费金 所有业务使用
额 额
用户本次呼叫使用 用户本次呼叫使用
所有业务使用
的用户本金金额 的用户本金金额
本次呼叫前剩余 本次呼叫前剩余
所有业务使用
的本金金额 的本金金额
SP代码 SP代码 SP点播类的其他增值业务
SP扣费代码 SP扣费代码 SP点播类的其他增值业务
步骤 S306描述了采集话费异常用户的所有话单的步骤。 该步骤主要实现从 SCP 分拣、 采集话费异常用户所有的扣费话单。 其中, 采集的话单对象是指话费异常的用户的话单。 在现实使用中可能就是投诉 的用户的所有话单。 话单采集的方式多种多样。优选地可以使用 shell将话费异常用户的话单导出; 或 者使用接口机将话费异常用户的话单导出。 步骤 S308描述了用户话单的预处理的步骤。该步骤主要实现对用户话单进行预处 理。 预处理的主要目的是将话单转换为适合导入数据模块的格式。 用户的话单预处理指的是将用户的话单按照表结构的顺序和表结构对应字段含义 进行调整 , 将不需要的信息剔除。 实现预处理的方式也很多, 优先的我们可以采用 shell的方式进行批量处理, 也可 以采用接口机单条处理。 步骤 S310描述了数据导入步骤。该步骤主要实现将预处理完的话单,导入数据库 中。 实现预数据导入方式也很多, 优先的我们可以采用 shell的方式进行批量处理, 也 可以采用接口机单条处理。 步骤 S312描述了话单查询步骤。该步骤主要是按照一定的规则,进行用户话单的 查询, 以便直观的反应用户的异常话单。 为了快速定位问题所在, 话单查询主要有以下几个原则:
1、 多键值查询和排序。查询的时候可以使用不同的键值和排序方式。可以采用上 述表结构的任何一个字段作为键值进行查询, 可以使用任何一个键值进行排序。 比如, 采用扣费前用户的金额作为键值进行查询和排序。 2、 用户明确投诉的, 以用户的投诉为基础进行查询。 比如, 用户投诉短信扣费没有使用套餐的内容, 则采用短信的业务键查询短信话 单, 并对查询结果按照用户的套餐剩余短信条数进行降序排序。 用户短信套餐剩余条 数上条和下条相同的记录则是最可能出现问题的地方。 因此出现异常的地方很容易就 会发现。 针对该异常时间段, 查询用户状态的全量话单, 就可以发现用户在这个阶段 短信套餐是否状态异常。 如果状态异常则可以说明不使用套餐的免费短信条数是应该 的, 便可以给用户一个合理的解释。 图 4是根据本发明优选实施例的话费异常问题查询的流程图, 如图 4所示, 对于 用户没有明确投诉目标, 只反映话费金额不对的, 采用如下顺序进行查询: 步骤 S402, 首先按照话单时间顺序, 查询用户的上次扣费前剩余本金金额和上次 呼叫本金扣费金额之差是否等于本次呼叫扣费前的扣费金额。 如果有不相等的记录, 则说明用户本金扣费金额可能有错, 查出其对应的记录的业务键、 呼叫时间等信息, 进一步确认扣费出错的业务和出错的原因。 步骤 S404, 查询套餐的免费金额, 由于用户的所有业务都可以使用, 需要首先查 询: 按照时间顺序查询上次扣费前套餐剩余免费金额和上次扣费扣除的套餐免费金额 之差是否等于本次扣费前套餐剩余免费金额, 如果不等则说明可能存在问题, 则可以 进行进一步的排查。 步骤 S406, 查询赠送的免费金额, 由于用户的所有业务都可以使用, 需要首先查 询: 按照时间顺序查询上次扣费前赠送剩余免费金额和上次扣费扣除的赠送免费金额 之差是否等于本次扣费前赠送剩余免费金额, 如果不等则说明可能存在问题, 则可以 进行进一步的排查。 步骤 S408,由于上述的步骤已经排除了用户本金扣费错误和套餐、赠送金额问题, 因此只需要按照其他业务的个性要素进行进一步排查。 按照各个业务键分别查询各个业务的扣费话单。 下面以查询短信为例对上述话费异常的处理方法进行说明。 首先按照业务键查询、 分拣短信话单。 其次按照短信话单时间顺序查询上次扣费前短信套餐剩余短信条数和上次扣费扣 除的短信套餐短信条数之差不等于本次扣费前短信套餐剩余短信条数, 则说明可能存 在问题, 则可以进行进一步的排查。 第三按照短信话单时间顺序查询上次扣费前剩余赠送短信条数和上次扣费扣除的 赠送短信条数之差不等于本次扣费前赠送短信条数, 则说明可能存在问题, 则可以进 行进一步的排查。 下面以查询彩信为例对上述话费异常的处理方法进行说明。 首先按照业务键查询、 分拣彩信话单。 其次按照彩信话单时间顺序查询上次扣费前彩信套餐剩余彩信条数和上次扣费扣 除的彩信套餐彩信条数之差不等于本次扣费前彩信套餐剩余彩信条数, 则说明可能存 在问题, 则可以进行进一步的排查。 第三按照彩信话单时间顺序查询上次扣费前剩余赠送彩信条数和上次扣费扣除的 赠送彩信条数之差不等于本次扣费前赠送彩信条数, 则说明可能存在问题, 则可以进 行进一步的排查。 其他业务的查询类似上述方法。 其中上述的步骤都可以在程序中自动实现, 不必每步都要人来操作。 需要说明的是, 在附图的流程图示出的步骤可以在诸如一组计算机可执行指令的 计算机系统中执行, 并且, 虽然在流程图中示出了逻辑顺序, 但是在某些情况下, 可 以以不同于此处的顺序执行所示出或描述的步骤。 本发明实施例提供了一种话费异常的处理装置, 该话费异常的处理装置可以用于 实现上述话费异常的处理方法。 图 5是根据本发明实施例的话费异常的处理装置的结 构构框框图图,, 包包括括采采集集模模块块 5522,, 导导入入模模块块 5544和和确确定定模模块块 5566。。 下下面面对对上上述述结结构构进进行行详详细细描描 述述。。 采采集集模模块块 5522,, 设设置置为为对对投投诉诉话话费费异异常常的的用用户户的的扣扣费费话话单单进进行行采采集集,, 其其中中扣扣费费话话单单 包包括括多多条条扣扣费费记记录录;; 导导入入模模块块 5544,, 连连接接至至采采集集模模块块 5522,, 设设置置为为按按照照预预先先设设定定的的规规则则,, 55 将将采采集集模模块块 5522采采集集的的扣扣费费话话单单包包括括的的多多条条扣扣费费记记录录导导入入数数据据库库中中;; 确确定定模模块块 5566,, 连连 接接至至导导入入模模块块 5544,, 设设置置为为在在导导入入模模块块 5544导导入入的的数数据据库库中中,, 确确定定多多条条扣扣费费记记录录中中的的话话 费费异异常常的的扣扣费费记记录录。。 优优选选地地,, 导导入入模模块块 5544包包括括调调整整子子模模块块 554422和和导导入入子子模模块块 554444,, 下下面面对对其其进进行行详详细细 描描述述。。
1100 调调整整子子模模块块 554422,, 设设置置为为按按照照预预先先设设定定的的规规则则,, 对对多多条条扣扣费费记记录录中中的的每每条条扣扣费费记记 录录中中的的扣扣费费信信息息的的顺顺序序进进行行调调整整;; 导导入入子子模模块块 554444,, 连连接接至至调调整整子子模模块块 554422,, 设设置置为为将将 调调整整子子模模块块 554422调调整整后后的的多多条条扣扣费费记记录录导导入入数数据据库库中中。。 优优选选地地,, 导导入入模模块块 5544还还包包括括删删除除子子模模块块 554466,, 设设置置为为删删除除多多条条扣扣费费记记录录中中的的每每条条 扣扣费费记记录录中中的的不不必必要要的的扣扣费费信信息息。。
1155 需需要要说说明明的的是是,, 装装置置实实施施例例中中描描述述的的话话费费异异常常的的处处理理装装置置对对应应于于上上述述的的方方法法实实施施 例例,, 其其具具体体的的实实现现过过程程在在方方法法实实施施例例中中已已经经进进行行过过详详细细说说明明,, 在在此此不不再再赘赘述述。。 下下面面将将结结合合实实例例对对本本发发明明实实施施例例的的实实现现过过程程进进行行详详细细描描述述。。 图图 66是是根根据据本本发发明明优优选选实实施施例例的的话话费费异异常常的的处处理理装装置置的的结结构构框框图图,, 如如图图 66所所示示,, 包包括括 SSCCPP智智能能业业务务的的话话单单生生成成模模块块、、话话单单采采集集模模块块、、话话单单预预处处理理模模块块、、数数据据导导入入模模块块、、 2200 数数据据库库模模块块、、 话话单单查查询询模模块块组组成成。。 下下面面对对其其进进行行详详细细描描述述。。
SSCCPP智智能能业业务务的的话话单单生生成成模模块块:: 按按照照要要求求生生成成用用户户各各种种业业务务的的话话单单。。 话话单单包包含含信信 息息见见前前面面所所述述。。 话话单单采采集集模模块块:: 主主要要实实现现从从 SSCCPP分分拣拣、、 采采集集话话费费异异常常用用户户的的话话单单。。 话话单单预预处处理理模模块块:: 将将话话费费异异常常的的用用户户话话单单进进行行预预处处理理,, 使使其其符符合合数数据据库库的的表表结结构构。。
Figure imgf000014_0001
数据库模块: 实现用户话单信息的存储、 排序查询等。 话单查询模块: 按照一定的查询规则, 进行用户话单的查询, 快速定位用户的异 常扣费话单。 优选地, 话单采集模块、 话单预处理模块、 数据导入模块都可以使用 shell或者接 口机来实现。 按照以上方法和步骤, 很容易实现智能网相关业务异常话单问题的定位。 该方法 和系统, 能及时查出用户话费异常的原因所在, 一方面可以及时确定是否是 SCP的故 障引起扣费错误, 可以及时采取措施, 避免故障后果进一步的扩散; 另一方面及时给 投诉用户一个满意的、客观的答复, 是运营商和设备商提高服务质量, 树立企业形象, 提高用户满意度, 留驻用户的一个及其重要的方面。 因此该方法和系统具有非常高的 经济效益和技术价值。 综上所述, 根据本发明的上述实施例, 提供了一种话费异常的处理方法及装置。 本发明通过将扣费记录导入数据库中, 并在该数据库中确定话费异常的扣费记录, 可 以加快该扣费记录的确定速度, 从而及时确定用户话费异常的原因所在, 提高用户体 验。 显然, 本领域的技术人员应该明白, 上述的本发明的各模块或各步骤可以用通用 的计算装置来实现, 它们可以集中在单个的计算装置上, 或者分布在多个计算装置所 组成的网络上, 可选地, 它们可以用计算装置可执行的程序代码来实现, 从而, 可以 将它们存储在存储装置中由计算装置来执行, 或者将它们分别制作成各个集成电路模 块, 或者将它们中的多个模块或步骤制作成单个集成电路模块来实现。 这样, 本发明 不限制于任何特定的硬件和软件结合。 以上所述仅为本发明的优选实施例而已, 并不用于限制本发明, 对于本领域的技 术人员来说, 本发明可以有各种更改和变化。 凡在本发明的精神和原则之内, 所作的 任何修改、 等同替换、 改进等, 均应包含在本发明的保护范围之内。

Claims

权 利 要 求 书
1. 一种话费异常的处理方法, 包括:
对投诉话费异常的用户的扣费话单进行采集, 其中所述扣费话单包括多条 扣费记录;
按照预先设定的规则, 将所述多条扣费记录导入数据库中;
在所述数据库中, 确定所述多条扣费记录中的话费异常的扣费记录。
2. 根据权利要求 1所述的方法, 其中, 按照预先设定的规则, 将所述多条扣费记 录导入数据库中包括:
按照预先设定的规则, 对所述多条扣费记录中的每条扣费记录中的扣费信 息的顺序进行调整;
将调整后的所述多条扣费记录导入所述数据库中。
3. 根据权利要求 2所述的方法, 其中, 将调整后的所述多条扣费记录导入所述数 据库中包括:
确定呼叫话单、 短信话单、 彩信话单和通用分组无线业务 GPRS话单中的 至少两个话单包含含义相同的扣费信息;
将所述含义相同的扣费信息导入所述数据库中。
4. 根据权利要求 2所述的方法, 其中, 按照预先设定的规则, 将所述多条扣费记 录导入数据库中还包括: 删除所述多条扣费记录中的每条扣费记录中的不必要的扣费信息。
5. 根据权利要求 1所述的方法, 其中, 在所述数据库中, 确定所述多条扣费记录 中的话费异常的扣费记录包括:
使用所述用户的投诉信息,对所述数据库中的所述多条扣费记录进行查询, 其中所述投诉信息为一条或多条扣费记录中的扣费信息;
在查询到的扣费记录中, 确定所述话费异常的扣费记录。
6. 根据权利要求 5所述的方法, 其中, 在查询到的与所述投诉信息对应的扣费记 录中, 确定所述话费异常的扣费记录包括: 按照预先设定的扣费记录中的扣费信息, 对所述查询到的扣费记录进行排 序;
在排序后的扣费记录中, 确定所述话费异常的扣费记录。
7. 根据权利要求 1至 6中任一项所述的方法, 其中, 对于呼叫话单、 所述多条扣费记录中的每条扣费记录中的扣费信息包括: 计费用户号码、 计费用户相关号码、 业务键、 主被叫流程标志、 用户的呼叫时 间、 用户的呼叫地点、 用户本次呼叫使用的用户本金金额、 本次呼叫前剩余的 本金金额;
对于短信话单、 所述多条扣费记录中的每条扣费记录中的扣费信息包括: 计费用户号码、 计费用户相关号码、 业务键、 主被叫流程标志、 用户的呼叫时 间、 用户本次呼叫使用的用户本金金额、 本次呼叫前剩余的本金金额;
对于彩信话单、 所述多条扣费记录中的每条扣费记录中的扣费信息包括: 计费用户号码、 计费用户相关号码、 业务键、 主被叫流程标志、 用户的呼叫时 间、 用户本次呼叫使用的用户本金金额、 本次呼叫前剩余的本金金额;
对于 GPRS话单、所述多条扣费记录中的每条扣费记录中的扣费信息包括: 计费用户号码、 计费用户相关号码、 业务键、 主被叫流程标志、 用户的呼叫时 间、 用户本次呼叫使用的用户本金金额、 本次呼叫前剩余的本金金额;
对于 SP 点播类的业务、 所述多条扣费记录中的每条扣费记录中的扣费信 息包括: 计费用户号码、 计费用户相关号码、 业务键、 主被叫流程标志、 用户 的呼叫时间、 用户的品牌、 用户本次呼叫使用的用户本金金额、 本次呼叫前剩 余的本金金额、 SP代码、 SP扣费代码。
8. 一种话费异常的处理装置, 包括:
采集模块, 设置为对投诉话费异常的用户的扣费话单进行采集, 其中所述 扣费话单包括多条扣费记录;
导入模块, 设置为按照预先设定的规则, 将所述多条扣费记录导入数据库 中;
确定模块, 设置为在所述数据库中, 确定所述多条扣费记录中的话费异常 的扣费记录。
9. 根据权利要求 8所述的装置, 其中, 所述导入模块包括: 调整子模块, 设置为按照预先设定的规则, 对所述多条扣费记录中的每条 扣费记录中的扣费信息的顺序进行调整;
导入子模块, 设置为将调整后的所述多条扣费记录导入所述数据库中。
10. 根据权利要求 9所述的装置, 其中, 所述导入模块还包括:
删除子模块, 设置为删除所述多条扣费记录中的每条扣费记录中的不必要 的扣费信息。
PCT/CN2011/082543 2011-01-24 2011-11-21 话费异常的处理方法及装置 WO2012100588A1 (zh)

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