WO2016206493A1

WO2016206493A1 - Fault handling method and device

Info

Publication number: WO2016206493A1
Application number: PCT/CN2016/081888
Authority: WO
Inventors: 王晨光; 王波; 李卓群; 李天池
Original assignee: 中兴通讯股份有限公司
Priority date: 2015-06-23
Filing date: 2016-05-12
Publication date: 2016-12-29
Also published as: CN106330491A; CN106330491B

Abstract

A fault handling method comprises: encoding a detected fault message and sending the same to a server in an acoustic manner; and handling the fault according to a solution for the fault returned by the server, wherein the solution for the fault is determined according to the fault message and returned in an acoustic manner by the server.

Description

Fault processing method and device

Technical field

The present application relates to, but is not limited to, the field of communications, and in particular, to a fault processing method and apparatus.

Background technique

With the rapid development of the Internet and communications fields, home gateways, as an important device for broadband use, have become an indispensable part of people's daily lives. However, as a user front-end device, the home gateway often fails due to user's misoperation. After the user reported the fault, the installation and maintenance personnel rushed to the site and found that the problem was caused only because a certain parameter was changed. Due to the large number of home gateways, the maintenance cost caused by such misoperations is enormous. Although there are some TR069 management protocols in the related technologies (the full name is "Customer Premises Equipment (CPE)) WAN management. Remote management and maintenance of the protocol, but these methods are dependent on the network environment. If the network management environment is abnormal, remote troubleshooting and processing of the home gateway cannot be performed.

In view of the problem that the remote detection of the home gateway is excessively dependent on the network in the related art, an effective solution has not been proposed.

Summary of the invention

The following is an overview of the topics detailed in this document. This Summary is not intended to limit the scope of the claims.

The present invention provides a fault processing method and apparatus to at least solve the problem of remote detection of a home gateway fault in the related art.

The embodiment of the invention provides a fault processing method, including:

The detected fault information is encoded and sent to the server by sound wave;

The fault is processed according to a fault resolution returned by the server, wherein the fault solution is a fault solution determined by the server according to the fault information and returned by acoustic waves.

Optionally, before the home gateway sends the detected fault information to the server by using the sound wave, the method further includes:

Trigger to detect the fault.

Optionally, triggering detection of the fault includes one of the following:

Automatically trigger the detection of the fault according to the current running state;

Receiving a trigger message triggered by a local trigger, and triggering detection of the fault according to the trigger message;

The fault is detected based on a specific sound wave sent by the server received by the acoustic wave.

The embodiment of the invention further provides a fault processing method, including:

Receiving, after being encoded by the home gateway, the fault information sent by the acoustic wave method;

Determining a fault solution based on the fault information and returning the fault solution by sonication for the home gateway to process the fault.

Optionally, the method further includes: before receiving the fault information that is sent by the home gateway after being encoded by the acoustic wave, the method further includes:

Sending a specific sound wave to the home gateway, wherein the specific sound wave is used to trigger the home gateway to detect a fault.

Optionally, the method further includes:

Binding with the self-service voice system of the operator of the home gateway;

Diagnosing the fault of the home gateway by using the self-service voice system;

The fault solution is determined based on the diagnosis result.

Optionally, the method further includes:

Acoustic or high frequency sound waves are used as carriers to transmit by acoustic wave.

The embodiment of the invention further provides a computer readable storage medium storing computer executable instructions, which are implemented when the computer executable instructions are executed.

An embodiment of the present invention further provides a fault processing apparatus, including:

The sending module is set to: send the detected fault information after being encoded and send by sound wave Give the server;

The processing module is configured to: process the fault according to the fault solution returned by the server, where the fault solution is a fault solution that is determined by the server according to the fault information and returned by sound waves.

The receiving module is configured to: receive the fault information that is sent by the home gateway and is sent by the sound wave after being encoded;

And returning to the module, configured to: determine a fault solution according to the fault information, and return the fault solution by sound wave for the home gateway to process the fault.

Optionally, the device further includes:

The binding module is configured to: bind to the self-service voice system of the operator where the home gateway is located;

a diagnosis module, configured to: diagnose the fault of the home gateway by using the self-service voice system;

The determining module is configured to: determine the fault solution according to the diagnosis result.

According to the embodiment of the present invention, the detected fault information is encoded and sent to the server by sound wave; and the fault is processed according to the fault solution returned by the server, wherein the fault solution is that the server is according to the fault. The problem solution determined by the information and returned by the acoustic wave solves the problem that the remote detection of the home gateway is excessively dependent on the network in the related art, and the dependence of the remote detection of the home gateway on the network environment is reduced.

Other aspects will be apparent upon reading and understanding the drawings and detailed description.

BRIEF abstract

1 is a flow chart of a fault processing method according to an embodiment of the present invention;

2 is a flow chart of another fault processing method according to an embodiment of the present invention;

3 is a block diagram of a fault handling apparatus in accordance with an embodiment of the present invention;

4 is a block diagram of another fault handling apparatus in accordance with an embodiment of the present invention;

Figure 5 is a block diagram of a fault handling apparatus in accordance with an alternative embodiment of the present invention;

6 is a block diagram showing the system structure of a home gateway and an operation and maintenance server based on sound wave transmission according to an embodiment of the present invention;

7 is a flow chart of a sound wave based home gateway fault remote maintenance method according to an alternative embodiment of the present invention;

8 is a flow chart of another acoustic wave based home gateway fault remote maintenance method in accordance with an alternative embodiment of the present invention;

9 is a flow chart of another acoustic wave based home gateway failure remote maintenance method in accordance with an alternate embodiment of the present invention.

Preferred embodiment of the invention

Embodiments of the present invention will be described below with reference to the accompanying drawings. It should be noted that the embodiments in the present application and the various manners in the embodiments may be combined with each other without conflict.

A fault processing method is provided in the embodiment of the present invention. FIG. 1 is a flowchart of a fault processing method according to an embodiment of the present invention. As shown in FIG. 1, the method includes the following steps:

Step S102, the detected fault information is encoded and sent to the server by sound wave;

Step S104: The fault is processed according to the fault solution returned by the server, where the fault solution is a fault solution determined by the server according to the fault information and returned by the acoustic wave mode.

Through the above steps, the detected fault information is encoded and sent to the server by sound wave; the fault is processed according to the fault solution returned by the server, wherein the fault solution is determined by the server according to the fault information and passes the sound wave. The fault solution that is returned by the mode solves the problem that the remote detection of the home gateway is excessively dependent on the network in the related art, and the dependence of the remote detection of the home gateway on the network environment is reduced.

Alternatively, the method can be applied to a home gateway.

Optionally, before the home gateway sends the detected fault information to the server by using the sound wave, the method may further include:

Trigger to detect the fault.

Optionally, triggering detection of the fault may include one of the following:

Receiving a trigger message triggered by a local trigger, and triggering detection of the fault according to the trigger message, where the local trigger may be a button or a page operation manner;

The embodiment of the present invention further provides a fault processing method. FIG. 2 is a flowchart of another fault processing method according to an embodiment of the present invention. As shown in FIG. 2, the method includes the following steps:

Step S202, receiving the fault information that is sent by the home gateway and transmitted by the acoustic wave after being encoded;

Step S204, determining a fault solution according to the fault information and returning the fault solution by sound wave for the home gateway to process the fault.

Alternatively, the method can be applied to a server.

Optionally, before receiving the encoded fault information that is sent by the home gateway and being sent by the acoustic wave, the method may further include:

A specific sound wave is sent to the home gateway, and the specific sound wave is used to trigger the home gateway to detect the fault.

The method for determining the faulty solution may be multiple. In an optional embodiment, the fault may be performed by the self-service voice system of the operator of the home gateway, and the fault of the home gateway is performed by the self-service voice system. Diagnosis, the fault solution is determined based on the diagnosis result.

Alternatively, the acoustic wave or the high frequency sound wave may be used as a carrier for transmission by acoustic wave.

The embodiment of the present invention provides a fault processing apparatus. FIG. 3 is a block diagram of a fault processing apparatus according to an embodiment of the present invention. As shown in FIG. 3, the apparatus includes:

The sending module 32 is configured to: after detecting the detected fault information, send the sound information to the server by sound wave;

The processing module 34 is configured to: process the fault according to the fault solution returned by the server, where the fault solution is a fault solution determined by the server according to the fault information and returned by the sonic method.

Alternatively, the device can be applied to a home gateway.

The embodiment of the present invention further provides a fault processing apparatus. FIG. 4 is a block diagram of another fault processing apparatus according to an embodiment of the present invention. As shown in FIG. 4, the apparatus includes:

The receiving module 42 is configured to: receive the fault information that is sent by the home gateway and is sent by the sound wave after being encoded;

The returning module 44 is configured to: determine a fault solution according to the fault information and return the fault solution by sound wave for the home gateway to process the fault.

Alternatively, the device can be applied to a server.

FIG. 5 is a block diagram of a fault handling apparatus according to an alternative embodiment of the present invention. As shown in FIG. 5, the apparatus further includes:

The binding module 52 is configured to: bind to the self-service voice system of the operator where the home gateway is located;

The diagnosis module 54 is configured to: diagnose the fault of the home gateway by using the self-service voice system;

The determining module 56 is configured to: determine the fault solution according to the diagnosis result.

For the above problems in the related art, the following is an example of the acoustic wave-based home gateway fault remote maintenance, which is described in conjunction with an alternative embodiment. The following optional embodiments combine the above-described optional embodiments and their optional embodiments.

The optional embodiment provides a method for remote processing of a home gateway fault based on an acoustic wave method, adding a fault diagnosis module and a sound wave transmitting unit to the home gateway, and adding an acoustic wave receiving unit to the operation and maintenance (referred to as “operation and maintenance”) server. Fault analysis module. When the home gateway fails, the fault diagnosis module diagnoses the current fault and encodes the diagnosis result by sound wave; the user transmits the sound wave to the operation and maintenance server by using the telephone, and the server analyzes the sound wave to find out Troubleshoot the solution and deliver the fault solution to the user in a voice. The user of the failed home gateway can diagnose the faulty terminal by dialing the operation and maintenance hotline. Get a solution to the problem. In this way, the processing cycle of the fault can be shortened, the user experience can be improved, and the maintenance cost of the operator can be saved.

The fault diagnosis function can be triggered automatically according to the current home gateway running status, or manually triggered by the user through a local triggering manner, for example, by a button or a page operation mode. Optionally, the specific sound wave triggering fault diagnosis function may also be sent by the operation and maintenance server. In this case, the sound wave receiving unit and the sound wave tube are added in the home gateway, and the sound wave sending unit is added to the operation and maintenance server. As the sound wave of the diagnostic information carrier, an acoustic sound wave can be used, or in order to prevent the home gateway from continuously sounding when the fault is prevented, it is inconvenient for the user's normal life, and high-frequency sound waves can also be used. When encoding the diagnosis result, the compression algorithm can be used to compress the information, and the compressed information is encoded to improve the information transmission amount. Optionally, the authentication information may also be added to encrypt the diagnosis result to improve the security of the transmission. The operation and maintenance server can be bound to the self-service voice system, which can remotely diagnose the fault of the home gateway through the self-service voice service, and inform the user of the solution by voice, further saving operation and maintenance costs. In addition, the specific sound waves sent by the operation and maintenance server can be configured with simple parameters in addition to the diagnostic function, which can further improve the convenience of remote maintenance. In addition, the information carried in the sound waves can be encrypted for security reasons.

The optional embodiment uses the sound wave as the information carrier and uses the telephone communication network as the transmission channel, which is separated from the network environment of the home gateway itself, and solves the problem that the traditional means cannot perform remote maintenance when the network environment is abnormal, and the family is combined with the self-service voice system. Remote diagnosis and processing of gateway failures is convenient and fast. By using the two-way transmission and reception of sound waves, some simple parameters can be configured, which makes it easier to remotely solve the fault and further enhance the user experience of the product.

6 is a system block diagram of a home gateway and an operation and maintenance server based on sound wave transmission according to an embodiment of the present invention. As shown in FIG. 6, the home gateway includes a fault diagnosis module 66, an information encoding module 64, and an acoustic wave transmitting unit 62. The foregoing may be implemented by the sending module 32 and the processing module 34; the fault diagnosis module 66, the information encoding module 64, and the sound wave transmitting unit 62 may correspond to the sound wave receiving unit 68, the information decoding module 610, and the fault analysis module 612 on the operation and maintenance server. The function can be implemented by the receiving module 42 and the return module 44 described above; the external environment by which the interaction between the module of the home gateway and the operation and maintenance server can be used is a telephone communication network. In an optional embodiment, in order to better implement the interaction between the home gateway and the operation and maintenance server (corresponding to the server described above), The home gateway may further include a sound wave receiving unit 614 and an information decoding module 616. Accordingly, the operation and maintenance server may include an acoustic wave transmitting unit 618 and an information encoding module 620, so that a bidirectional closed loop system may be constructed.

Embodiment 1

FIG. 7 is a flowchart of a sound wave-based home gateway fault remote maintenance method according to an alternative embodiment of the present invention. As shown in FIG. 7, the working principle of the automatically triggered acoustic wave-based home gateway fault remote maintenance includes the following steps:

Step S701, when a service fault occurs, the fault monitoring module in the home gateway automatically starts fault diagnosis;

Steps S702-S703, the fault diagnosis module diagnoses the home gateway, and outputs the diagnosis result to the information coding module;

Step S704, the information encoding module encodes the diagnosis result, and notifies the sound wave sending unit;

Step S705, the sound wave transmitting unit converts the code into an acoustic wave signal, and cyclically plays the converted fault sound wave signal;

Steps S706-S707, after the user perceives the service failure, dialing the fault report phone, the self-service voice service platform plays the sound wave signal collection method to the user, and notifies the operation and maintenance server to prepare to receive the sound wave signal;

Step S708, the user collects the sound wave signal by using the self-service voice prompt, and transmits the collected sound wave signal to the operation and maintenance server;

Step S709, after receiving the sound wave signal, the operation and maintenance server submits the received sound wave signal to the information coding module;

Step S710, the information decoding module decodes the sound wave signal, and restores the fault information according to the decoded information;

Steps S711-S712, the fault analysis module searches for the fault solution according to the fault information, and notifies the self-service voice service platform to play the corresponding fault resolution method to the user;

Step S713, playing a fault resolution method through the self-service voice service platform;

Step S714, the user performs a corresponding operation according to the voice prompt to solve the fault;

Step S715, after the fault is solved, the sound wave transmitting unit stops the playing of the fault sound wave signal.

Due to the diversity of service faults, setting the fault detection module in the home gateway may not be able to detect all fault types, and there is also the possibility of false alarms. In this case, the fault sound wave signal is cyclically played, which wastes system resources. Therefore, it is desirable to trigger fault diagnosis and transmit a fault sound wave signal at a specified time.

Embodiment 2

8 is a flow chart of another sound wave-based home gateway fault remote maintenance method according to an alternative embodiment of the present invention. As shown in FIG. 8, the working principle of the locally triggered sound wave-based home gateway fault remote maintenance includes the following steps. :

Steps S801-S803, after the user perceives the service failure, dialing the fault report phone, the self-service voice service platform plays the step of initiating the diagnosis and the sound wave signal collection method to the user, and notifies the operation and maintenance server to prepare to receive the sound wave signal;

Step S804, the user initiates a diagnosis locally by using a page mode, a button mode, or other manner according to the voice prompt;

Step S805, the fault diagnosis module diagnoses the home gateway, and outputs the diagnosis result to the information coding module;

Step S806, the information encoding module compresses and encodes the diagnosis result, and notifies the encoded information to the sound wave transmitting unit;

Step S807, the sound wave transmitting unit converts the encoded information into an acoustic wave signal, and cyclically plays the converted signal for a specified number of times;

Step S808, the user collects the acoustic wave signal by using the telephone, and transmits the collected acoustic wave signal to the operation and maintenance server;

Steps S809-S810, after the operation and maintenance server receives the fault sound wave signal through the sound wave receiving unit, the information decoding module decodes the fault sound wave signal and restores the fault information according to the decoded information, and then transmits the restored information to the fault analysis module;

Steps S811-S812, the fault analysis module searches for the fault solution according to the fault information, and notifies the self-service voice service platform to play the corresponding fault resolution method to the user;

Step S813, the self-service voice service platform plays a fault resolution method;

Step S814, the user performs a corresponding operation according to the voice prompt to solve the fault;

Step S815, after the fault is solved, the sound wave transmitting unit stops the playing of the fault sound wave signal.

By triggering the diagnosis and the transmission of the acoustic signal in a local manner, the false alarms and false negatives caused by the automatic trigger are avoided, the system resources are saved, and the system can be detected when the home gateway is in normal operation, but the local operation requires user assistance, There is a possibility of misoperation, which reduces the user's friendly experience. Therefore, it is desirable to have a remote diagnostic initiation method.

Embodiment 3

9 is a flowchart of another acoustic wave-based home gateway fault remote maintenance method according to an alternative embodiment of the present invention. As shown in FIG. 9, the working principle of remotely triggered acoustic wave-based home gateway fault remote maintenance includes the following steps. :

Steps S901-S903, after the user perceives the service failure, dialing the fault report phone, the self-service voice service platform plays the subsequent operation steps and the sound wave signal collection method to the user, and notifies the operation and maintenance server to prepare for the diagnosis;

Steps S904-S905, the information encoding module of the operation and maintenance server encodes and encrypts the diagnosis initiation instruction, and the sound wave transmitting unit converts the encrypted signal into an acoustic wave signal, and cyclically plays the converted signal for a specified number of times;

Step S906, the user plays a specific sound wave by using a telephone;

Steps S907-S908, the sound wave signal is transmitted to the sound wave receiving unit of the home gateway through the user's telephone. After receiving the sound wave signal, the home gateway restores the diagnosis initiation command according to the sound wave signal, authenticates the diagnosis initiation instruction, and after the instruction is confirmed Initiate a fault diagnosis;

Steps S909-S919 respectively correspond to steps S805-S815 in the foregoing embodiment 2, and details are not described herein again.

Through the above-mentioned remote fault diagnosis and processing method based on acoustic wave method, self-service and convenient remote maintenance of the home gateway can be realized, which saves the maintenance cost for the operator and brings a novel and convenient fault solution to the user. .

One of ordinary skill in the art will appreciate that all or a portion of the steps of the above-described embodiments can be implemented using a computer program flow, which can be stored in a computer readable storage medium, such as on a corresponding hardware platform (eg, System, device, device, device, processor And so on, when executed, include one or a combination of the steps of the method embodiments.

Alternatively, all or part of the steps of the above embodiments may also be implemented by using an integrated circuit. These steps may be separately fabricated into individual integrated circuit modules, or multiple modules or steps may be fabricated into a single integrated circuit module. achieve.

The devices/function modules/functional units in the above embodiments may be implemented by a general-purpose computing device, which may be centralized on a single computing device or distributed over a network of multiple computing devices.

When the device/function module/functional unit in the above embodiment is implemented in the form of a software function module and sold or used as a stand-alone product, it can be stored in a computer readable storage medium. The above mentioned computer readable storage medium may be a read only memory, a magnetic disk or an optical disk or the like.

A person skilled in the art can understand that the technical solutions of the present application can be modified or equivalently replaced without departing from the spirit and scope of the technical solutions of the present application. The scope of protection of this application is defined by the scope defined by the claims.

Industrial applicability

Claims

A troubleshooting method includes:

The detected fault information is encoded and sent to the server by sound wave;

The fault is processed according to a fault resolution returned by the server, wherein the fault solution is a fault solution determined by the server according to the fault information and returned by acoustic waves.
The method according to claim 1, before the home gateway transmits the detected fault information to the server by sound wave, the method further includes:

Trigger to detect the fault.
The method of claim 2 wherein triggering detection of the fault comprises one of:

Automatically trigger the detection of the fault according to the current running state;

Receiving a trigger message triggered by a local trigger, and triggering detection of the fault according to the trigger message;

The fault is detected based on a specific sound wave sent by the server received by the acoustic wave.
A troubleshooting method includes:

Receiving, after being encoded by the home gateway, the fault information sent by the acoustic wave method;

Determining a fault solution based on the fault information and returning the fault solution by sonication for the home gateway to process the fault.
The method of claim 4, the method further comprising: after receiving the encoded information that is sent by the home gateway and being transmitted by the acoustic wave, the method further comprising:

Sending a specific sound wave to the home gateway, wherein the specific sound wave is used to trigger the home gateway to detect a fault.
The method of claim 4 further comprising:

Binding with the self-service voice system of the operator of the home gateway;

Diagnosing the fault of the home gateway by using the self-service voice system;

The fault solution is determined based on the diagnosis result.
A method according to any one of claims 4 to 6, further comprising:

Acoustic or high frequency sound waves are used as carriers to transmit by acoustic wave.
A fault handling device includes:

The sending module is configured to: after the encoded fault information is encoded, sent to the server by sound wave;

The processing module is configured to: process the fault according to the fault solution returned by the server, where the fault solution is a fault solution that is determined by the server according to the fault information and returned by sound waves.
A fault handling device includes:

The receiving module is configured to: receive the fault information that is sent by the home gateway and is sent by the sound wave after being encoded;

And returning to the module, configured to: determine a fault solution according to the fault information, and return the fault solution by sound wave for the home gateway to process the fault.
The apparatus of claim 9 further comprising:

The binding module is configured to: bind to the self-service voice system of the operator where the home gateway is located;

a diagnosis module, configured to: diagnose the fault of the home gateway by using the self-service voice system;

The determining module is configured to: determine the fault solution according to the diagnosis result.