Complaint processing method and device for unlimited package users
A processing method and user technology, applied in the field of communications, can solve the problems of low efficiency in handling user complaints and low accuracy in identifying the reasons for user complaints, and achieve the effect of improving efficiency and accuracy
Active Publication Date: 2020-03-27
CHINA MOBILE GROUP ZHEJIANG +1
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[0005] Embodiments of the present invention provide a method and device for handling complaints of unlimited package users, which are used to solve the problems of low accuracy in identifying the cause of user complaints and low efficiency in handling user complaints in the prior art
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[0026] In order to make the purpose, technical solutions and advantages of the embodiments of the present invention clearer, the technical solutions in the embodiments of the present invention will be clearly and completely described below in conjunction with the drawings in the embodiments of the present invention. Obviously, the described embodiments It is a part of embodiments of the present invention, but not all embodiments. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of the present invention.
[0027] figure 1 It shows a schematic flowchart of a method for handling complaints of unlimited package users provided by an embodiment of the present invention.
[0028] like figure 1 As shown, the complaint handling method for unlimited package users provided by the embodiment of the present invention specifically includes the following steps:...
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The embodiment of the invention provides a complaint processing method and device for unlimited package users. The method comprises: after complaints of an unlimited package user are received, judgingthe shutdown state of the complaint user in a complaint period according to network signaling data; updating the shutdown and recovery rate or judging whether the MBR rate is abnormal or not according to the shutdown state; when the MBR rate is abnormal in the complaint time period, judging whether the complaint user is in a speed limiting state on the network side or not; querying the speed limiting state of the complaint user on the BOSS side according to the speed limiting state of the complaint user on the network side, or releasing the speed limiting instruction on the terminal side; anddetermining that the complaint user is a speed-limiting user according to the speed-limiting state of the complaint user on the BOSS side, or releasing the speed-limiting instruction on the network side. According to the embodiment of the invention, by judging whether the speed limiting states of the complaint user on the terminal side, the network side and the BOSS side are consistent or not, the accuracy of identifying the user complaint reason can be improved, and the efficiency of processing the user complaint is improved.
Description
technical field [0001] The embodiments of the present invention relate to the field of communication technologies, and in particular, to a method and device for handling complaints of unlimited package users. Background technique [0002] The biggest difference in business form between unlimited package users and ordinary users is the addition of speed limit policies. If the user exceeds the traffic limit of the package, the speed will be limited, but the normal speed can be restored when the total traffic does not exceed a certain threshold by purchasing a traffic package or other means. [0003] After receiving complaints from unlimited package users, it is necessary to identify the user's speed limit status and delimit the cause of the user's complaint. The existing methods usually query the speed limit on the user BOSS (Business Operation Support System, business operation support system) side. If the status is normal, it is judged that the user is not restricted, and t...
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IPC IPC(8): H04W4/20H04W24/02
CPCH04W4/20H04W24/02
Inventor 李训文王晨杨川闻君郑远哲
Owner CHINA MOBILE GROUP ZHEJIANG