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Method and device for preprocessing network television fault

A network TV and preprocessing technology, which is applied to electrical components, image communication, selective content distribution, etc. It can solve the problems of low efficiency of preprocessing failures and difficulty in understanding, so as to reduce skill level requirements, improve efficiency, and improve work efficiency and the effect of

Inactive Publication Date: 2012-07-25
广东汇威高科技有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0006] In the process of pre-processing faults, many steps need to be manually operated by the staff, resulting in low efficiency of pre-processing faults; the steps and information in the process of fault pre-processing are expressed in a relatively complicated text form, which is difficult to understand, resulting in Less efficient in handling failures

Method used

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  • Method and device for preprocessing network television fault
  • Method and device for preprocessing network television fault
  • Method and device for preprocessing network television fault

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0033] Embodiments of the present invention provide a method for pre-processing IPTV faults, such as figure 1 As shown, the method includes:

[0034] Step 101, receiving a fault detection request message.

[0035] Specifically, in this embodiment, the fault detection request message includes a client ID that can identify the user, and the way for the background server to receive the fault detection request message is not unique, for example:

[0036] The backend server can answer the user's incoming fault report call through the telephone line, and use the telephone communication as a fault detection request. The background server records the user's call record through the existing automatic answering system, which includes the network TV account number and the last few digits of the ID card, and processes the call record as a fault detection request message.

[0037] Another example:

[0038] The background server can utilize the interactive function of the IPTV to receive...

Embodiment 2

[0051] Embodiments of the present invention provide a method for pre-processing IPTV faults, such as figure 2 As shown, the method includes:

[0052] Step 201, receiving a fault detection request message.

[0053] Step 202, acquire service status information according to the fault detection request message.

[0054] Wherein, the service status information includes: one or more of account status, account balance, service package, value-added service, set-top box status, and set-top box model.

[0055] Step 203, judging whether a service failure occurs on the terminal device according to the service state information.

[0056] Wherein, the service fault is a fault caused by an abnormal change of the service state.

[0057] Step 204, if the business fails, send the business status information to the business service department.

[0058] Among them, the background server can transfer the user's failure report record to the department in charge of business services for process...

Embodiment 3

[0090] An embodiment of the present invention provides a device for pre-processing network TV faults, such as image 3 As shown, the device includes: a receiving module 601 , an extracting module 602 , a first diagnosis module 603 , a second diagnosis module 604 , and a report module 605 .

[0091] The receiving module 601 is configured to receive a fault detection request message.

[0092] The extracting module 602 is configured to acquire service status information according to the fault detection request message.

[0093] The first diagnosing module 603 is configured to judge whether the terminal device has a service fault according to the service state information, and the service fault is a fault caused by an abnormal change of the service state.

[0094] The second diagnosis module 604 is configured to detect the network line corresponding to the terminal equipment if it is not the service failure, and determine the fault diagnosis result, the fault diagnosis result inc...

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Abstract

The embodiment of the invention discloses a method and device for preprocessing a network television fault and relates to the field of network television fault processing. The network television fault can be automatically preprocessed, and steps and information in the fault processing process are visually shown in the manner of imaging. The method disclosed by the invention comprises the following steps of: receiving a fault detection request message; according to the fault detection request message, acquiring business state information; judging whether a business fault is generated in terminal equipment or not according to the business state information, wherein the business fault is a fault caused by the abnormal change of a business state; if the business fault is not generated, detecting a network line which corresponds to the terminal equipment to determine a fault diagnosis result, wherein the fault diagnosis result comprises the position of the fault position and the content of the fault; and generating a fault preprocessing report according to the fault diagnosis result. The method and device for preprocessing the network television fault is used for preprocessing the network television fault.

Description

technical field [0001] The invention relates to the field of network TV fault processing, in particular to a method and device for preprocessing network TV faults. Background technique [0002] As a multimedia service platform, IPTV (Internet Protocol television) solves the problem of broadcasting time restrictions on traditional cable TV systems, meets people's needs for viewing freedom, and realizes media provision. Substantial interaction between buyers and consumers, thus attracting more and more users. However, there are many problems in the operation of IPTV. For example, severe network packet loss causes blurred screens on terminal equipment screens; delays in channel switching or service requests increase; poor compatibility of hardware devices affects user use, etc. These problems have affected the experience of IPTV users, resulting in increasing reports and complaints from users. [0003] The call center is the link in the IPTV service system that is responsible...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04N21/24H04N21/442H04N21/4425
Inventor 赵永振杨海东
Owner 广东汇威高科技有限公司
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