A method, device, electronic device and storage medium for repairing a short message platform

Abstract

The embodiments of the present invention provide a method, device, electronic device and storage medium for repairing a short message platform. The short message platform repair method includes: when monitoring a user querying a short message platform, obtaining a user identifier, complaint scenario data and complaint appearance data; obtaining a customer relationship management database CRM system service status parameter set according to the complaint scenario data and the complaint appearance data; querying a home location register HLR network element according to the user identifier, extracting the short message function parameters recorded in the HLR network element; comparing the CRM system service status parameter set and the short message function parameters to determine a repair instruction; and repairing the short message platform based on the repair instruction. By obtaining the user identifier, complaint scenario data and complaint appearance data corresponding to the user, the short message function parameters of the HLR network element and the CRM system service status parameter set are associated, and the missing or abnormal parameters corresponding to the user's short message function are repaired online, thereby improving the online resolution rate of the short message service.

Description

Technical Field

[0001] The present invention relates to the field of terminal communication technology, and in particular to a text message platform repair method, a text message platform repair device, an electronic device and a storage medium. Background Art

[0002] Complaints about mobile SMS services are increasing; however, there are many possible reasons for SMS function abnormalities, such as those related to the HLR (Home Location Register) network element, unsuccessful SMS sending, delayed SMS receiving, and inability to receive SMS. When it is necessary to find the specific cause, it is necessary to obtain the status of multiple network elements, query the SMS sending log, etc., and then determine it through multiple judgments and multiple processes.

[0003] In view of the rapid development of mobile terminal business such as smart phones, there are many mobile terminal manufacturers, and various customized operating systems have added many localized optimizations to the built-in SMS functions of mobile terminals, such as various intelligent anti-harassment and anti-fraud interception functions. These functions can easily mislead users into thinking that they cannot receive SMS, resulting in an increase in the number of SMS complaints. However, the per capita cost of front-end touchpoints for handling complaints remains unchanged, so the number of pre-processing complaints for SMS services has dropped from 91% to 83%, the one-time resolution rate of user complaints has continued to decline, and the online resolution rate of SMS services has also declined. Summary of the invention

[0004] In view of the above problems, embodiments of the present invention are proposed to provide a text message platform repair method, a corresponding text message platform repair device, an electronic device and a storage medium that overcome the above problems or at least partially solve the above problems.

[0005] In a first aspect of the present invention, an embodiment of the present invention discloses a method for repairing a short message platform, comprising:

[0006] When monitoring a user querying the SMS platform, obtain the user ID, complaint scenario data, and complaint appearance data;

[0007] Acquire a customer relationship management database CRM system business status parameter set according to the complaint scenario data and the complaint representation data;

[0008] Querying a home location register HLR network element according to the user identity, and extracting SMS function parameters recorded in the HLR network element;

[0009] Compare the CRM system business status parameter set and the SMS function parameter to determine a repair instruction;

[0010] The SMS platform is repaired based on the repair instruction.

[0011] Optionally, the method further comprises:

[0012] Determine the mapping relationship between the CRM system business status parameter set and the SMS function parameter;

[0013] Query the user parameter status bit of the SMS platform based on the mapping relationship;

[0014] When the user parameter status bit is abnormal, the step of determining the repair instruction is executed.

[0015] Optionally, the step of obtaining the user identification, complaint scenario data and complaint representation data includes:

[0016] Obtaining the telephone number for logging into the SMS platform and determining it as the user ID;

[0017] Send a preset Hypertext Markup Language HTML form;

[0018] Receive HTML tags for the preset HTML form feedback; determine complaint scenario data and complaint representation data.

[0019] Optionally, the step of acquiring a customer relationship management database CRM system business status parameter set according to the complaint scenario data and the complaint representation data includes:

[0020] Triggering a CRM system interface according to the complaint scenario data and the complaint representation data;

[0021] In the CRM system interface, a CRM system business status parameter set matching the user identifier is obtained.

[0022] Optionally, the step of comparing the CRM system business status parameter set with the SMS function parameter to determine the repair instruction includes:

[0023] Compare the CRM system business status parameter set with the SMS function parameter to see if they are the same;

[0024] When they are not the same, determining the abnormal state of the SMS function parameter;

[0025] A repair instruction is generated according to the abnormal state.

[0026] Optionally, the step of determining the abnormal state of the SMS function parameter includes:

[0027] Determine authorization parameters in the SMS function parameters that are different from the CRM system business status parameter set;

[0028] An abnormal state corresponding to the authorization parameter is determined.

[0029] Optionally, the method further comprises:

[0030] Receive repair parameters fed back by the repaired SMS platform;

[0031] Encapsulating the repair parameters;

[0032] Send the package and repair the parameters.

[0033] In a second aspect of the present invention, an embodiment of the present invention further discloses a short message platform repair device, comprising:

[0034] The first acquisition module is used to acquire user identification, complaint scenario data and complaint appearance data when monitoring a user querying the SMS platform;

[0035] A second acquisition module is used to acquire a customer relationship management database CRM system business status parameter set according to the complaint scenario data and the complaint representation data;

[0036] An extraction module, used for querying a home location register HLR network element according to the user identity, and extracting the SMS function parameters recorded in the HLR network element;

[0037] A judgment module, used for comparing the CRM system business status parameter set and the SMS function parameter to determine a repair instruction;

[0038] A repair module is used to repair the SMS platform based on the repair instruction.

[0039] In the third aspect of the present invention, an embodiment of the present invention further discloses an electronic device, including a processor, a memory, and a computer program stored in the memory and capable of running on the processor, wherein the computer program implements the steps of the SMS platform repair method as described above when executed by the processor.

[0040] In a fourth aspect of the present invention, an embodiment of the present invention further discloses a computer-readable storage medium, on which a computer program is stored, and when the computer program is executed by a processor, the steps of the SMS platform repair method as described above are implemented.

[0041] The embodiments of the present invention include the following advantages:

[0042] When monitoring a user querying the SMS platform, the embodiment of the present invention obtains the user identification, complaint scenario data and complaint appearance data; obtains the service status parameter set of the customer relationship management database CRM system according to the complaint scenario data and the complaint appearance data; queries the home location register HLR network element according to the user identification, and extracts the SMS function parameters recorded in the HLR network element; compares the CRM system service status parameter set with the SMS function parameters to determine the repair instructions; and repairs the SMS platform based on the repair instructions. By obtaining the SMS function parameters in the HLR network element and comparing them with the CRM parameters, online repair of the missing or abnormal parameters corresponding to the user's SMS function is achieved; the professional department moves the network element operation method forward, and the user directly and automatically repairs the SMS platform; the online one-time resolution rate of complaints is improved, resource consumption is reduced, and resource utilization efficiency is improved. BRIEF DESCRIPTION OF THE DRAWINGS

[0043] Figure 1 It is a schematic diagram of the existing SMS service repair system;

[0044] Figure 2 It is a flowchart of a method for repairing a short message platform according to an embodiment of the present invention;

[0045] Figure 3 It is a flowchart of a method for repairing a short message platform according to an embodiment of the present invention;

[0046] Figure 4 It is a schematic diagram of the connection structure of the network side and the service side of an example of a method for repairing a short message platform of the present invention;

[0047] Figure 5 It is a structural block diagram of an embodiment of a short message platform repair device of the present invention. DETAILED DESCRIPTION

[0048] In order to make the above-mentioned objects, features and advantages of the present invention more obvious and easy to understand, the present invention is further described in detail below with reference to the accompanying drawings and specific embodiments.

[0049] Reference Figure 1 , schematic diagram of the existing SMS service repair system.

[0050] In related technologies, when users file complaints about SMS services, the full-service reporting network support system (SMS service repair system) will be used to handle them. Based on the TF-IDF (term frequency–inverse document frequency) algorithm, keywords and text vectorization processing are extracted, and text classification is achieved by extracting features. The user complaint scenarios are automatically identified, and stored solutions are sorted out and called based on maintenance experience: including the implementation of intelligent diagnosis, troubleshooting, and output of response caliber. Complaints and suggestions are handled around the clock by using this system. Subsequently, the customer service processing personnel will dispatch orders based on the system's processing suggestions for further processing, or directly reply to the customer when it is determined that there is no need for the back-end department to handle it. However, the system has the following two problems:

[0051] 1. Through the intelligent pre-processing module of the (CM10000) system, users can interact with the robot online, perform self-service detection, and output preliminary investigation conclusions. However, it is still impossible to solve the problem for users immediately.

[0052] 2. When the CM10000 system intelligent pre-processing module is called to handle suggestions, 120 solutions are involved, which will consume a huge amount of air interface resources and extend the processing time between multiple system interfaces. It is possible that users will accumulate dissatisfaction due to the long time. The solution currently output by the intelligent pre-processing module is only a response caliber or suggestion after troubleshooting, and finally the manual service desk needs to combine the solution to remotely handle it for the customer. While increasing the workload of customer service personnel, it cannot relieve the pressure of front-end contacts, and cannot achieve true self-service troubleshooting and improve the online resolution rate of SMS services.

[0053] Reference Figure 2 , shows a flowchart of a method for repairing a short message platform according to an embodiment of the present invention, which may specifically include the following steps:

[0054] Step 201, when monitoring a user querying the SMS platform, obtaining the user identification, complaint scenario data and complaint appearance data;

[0055] Users can log in to the SMS platform through online platforms, sending SMS and other online self-service methods. When querying the SMS service of the SMS platform, they can obtain the corresponding user ID, complaint scenario data and complaint appearance data of the user based on the interaction with the user. Among them, the user ID represents the identity characteristics of the user, including but not limited to the telephone number. The complaint scenario data is the type of service that the user needs to access and query. For example, the complaint scenario data can be divided into: Internet access problems, voice problems, and short / multimedia message problems. The complaint appearance data is the phenomenon that occurs in the service, such as the inability to send SMS, the inability to receive SMS, the inability to send and receive SMS, etc.

[0056] Step 202, obtaining a customer relationship management database CRM system business status parameter set according to the complaint scenario data and the complaint representation data;

[0057] Based on the complaint scenario data and complaint appearance data, the type of problem that the user currently wants to solve can be determined, and the CRM system business status parameter set corresponding to the problem type can be obtained. The CRM system business status parameter set can include parameters such as the user's attached product name, service status code, etc. in the CRM system.

[0058] Step 203, querying the home location register HLR network element according to the user identity, and extracting the SMS function parameters recorded in the HLR network element;

[0059] In the embodiment of the present invention, the identity of the user can be determined according to the user identifier; the corresponding data recorded on the HLR network element of the user can be queried according to the user identifier, and the SMS function parameters can be extracted from the recorded data. Among them, the SMS function parameters refer to the permission setting data of the user's SMS service, such as SMS function authorization parameters, SMS function call origination parameters, SMS function start and end parameters, etc.

[0060] Step 204, comparing the CRM system business status parameter set and the SMS function parameter to determine a repair instruction;

[0061] In an embodiment of the present invention, after determining the CRM system business status parameter set and SMS function parameters corresponding to the user, the status of the SMS function in the CRM system and the parameters on the HLR network element side are determined; for each SMS function, the CRM system business status parameter set on the CRM system corresponding to the SMS function and the SMS function parameters on the HLR network element side corresponding to the SMS function can be compared to determine the abnormality of the SMS platform or the HLR network element; according to a preset repair plan, determine whether repair is needed and determine the specific repair means to be adopted; and determine the repair instructions in combination with the predefined repair priority.

[0062] Step 205: Repair the SMS platform based on the repair instruction.

[0063] After the repair instruction is determined, the repair instruction can be sent to the SMS platform. The SMS platform receives the repair instruction, executes the repair instruction, and sets parameters in the SMS platform to achieve repair of the SMS platform.

[0064] When monitoring a user querying the SMS platform, the embodiment of the present invention obtains the user identification, complaint scenario data and complaint appearance data; obtains the service status parameter set of the customer relationship management database CRM system according to the complaint scenario data and the complaint appearance data; queries the home location register HLR network element according to the user identification, and extracts the SMS function parameters recorded in the HLR network element; compares the CRM system service status parameter set with the SMS function parameters to determine the repair instructions; and repairs the SMS platform based on the repair instructions. By obtaining the SMS function parameters in the HLR network element and comparing them with the CRM parameters, online repair of the missing or abnormal parameters corresponding to the user's SMS function is achieved; the professional department moves the network element operation method forward, and the user directly and automatically repairs the SMS platform; the online one-time resolution rate of complaints is improved, resource consumption is reduced, and resource utilization efficiency is improved.

[0065] Reference Figure 3 , shows a flowchart of another SMS platform repair method embodiment of the present invention, which may specifically include the following steps:

[0066] Step 301, when monitoring a user querying the SMS platform, obtaining the user identification, complaint scenario data and complaint appearance data;

[0067] In actual applications, users can query the SMS platform by sending SMS, calling a service hotline, logging into a specified web page or specifying an application.

[0068] For example, when a user queries the SMS platform by sending a text message or calling a service hotline, the user ID can be obtained by calling the corresponding communication interface.

[0069] For example, when a user queries the SMS platform by logging into a designated webpage or a designated application, the user can query the login information of the designated webpage or the designated application to obtain the user ID.

[0070] In addition, when it is monitored that a user queries the SMS platform, the system interacts with the user and determines the complaint scenario data and complaint appearance data based on the user's operations or voice commands.

[0071] Specifically, when monitoring a user querying the SMS platform, the step of obtaining the user identification, complaint scenario data, and complaint appearance data may include the following steps:

[0072] Sub-step S3011, obtaining a telephone number for logging into the SMS platform and determining it as a user identifier;

[0073] In the embodiment of the present invention, a phone number can be used as the user identifier. The phone number entered by the user when logging into the SMS platform, or the phone number associated with logging into the SMS platform is queried through a related interface to determine the phone number as the user identifier.

[0074] In actual applications, the message logged into the SMS platform can be read, and the phone number can be determined based on the content recorded in the key fields in the message. <phonenum>< / phonenum> The number in the middle of the field is the user's phone number; you can read the contents of these two fields in the message. For example, the content of this part of the message is <phonenum> 11234567890< / phonenum> When you use the phone number 11234567890, you can get the phone number.

[0075] Sub-step S3012, sending a preset hypertext markup language HTML form;

[0076] A preset HTML form can also be sent to the user; the HTML form can segment the user's complaint scenario data and complaint appearance data based on complaint handling experience, extract keywords and text vectorization based on the TF-IDF algorithm, set it as a multiple-choice question, and formulate a complaint questionnaire form for the customer to choose. In addition, the HTML form can be updated according to the update of business functions, or updated at a set time, so that the HTML form can be comprehensive and the user's complaint scenario data and complaint appearance data can have a more accurate description.

[0077] Sub-step S3013, receiving the HTML tag for the preset HTML form feedback; determining the complaint scenario data and the complaint representation data.

[0078] The mobile terminal used by the user can receive the HTML form, and the mobile terminal can display the HTML form, including but not limited to interface display or voice display. For example, when the user dials the service hotline to query the SMS platform, the content of the HTML form can be played through voice broadcast; for another example, when the user logs in to the specified application to query the SMS platform, the HTML form can be displayed on the user interface.

[0079] The user selects the HTML form through the mobile terminal input, determines the HTML tags of the various contents in the HTML form, and the mobile terminal feeds back the HTML tags selected by the user.

[0080] According to the specific selection of the receiving user, the complaint scenario data and complaint appearance data are determined. For example, for an HTML form, if the HTML tag reported by the user is 17, the SMS problem corresponding to tag 17 can be determined - SMS cannot be sent; the complaint scenario data is SMS service abnormality, and the complaint appearance data is SMS cannot be sent.

[0081] Step 302, obtaining a customer relationship management database CRM system business status parameter set according to the complaint scenario data and the complaint representation data;

[0082] According to the complaint scenario data and complaint representation data selected by the user, a CRM system business status parameter set of the complaint scenario data and complaint representation data in the CRM system is obtained.

[0083] Specifically, obtaining a customer relationship management database CRM system business status parameter set according to the complaint scenario data and the complaint representation data may include:

[0084] Sub-step S3021, triggering a CRM system interface according to the complaint scenario data and the complaint representation data;

[0085] In an embodiment of the present invention, by triggering a specific interface in the CRM system to return the complaint scenario data and complaint representation data selected by the user, it is possible to query the message information returned by the interface to find out whether the CRM system service status code is a feature code, and determine the CRM system interface of the number.

[0086] For example, when a customer chooses not to send or receive text messages, in the message returned by the FUNTION14 interface in the CRM system parameter set, the service status code in the CRM interface message information is 100000 (feature code), confirming that the number is in a normal CRM status and the FUNTION14 interface is the CRM system interface of the number.

[0087] Sub-step S3022, in the CRM system interface, obtaining a CRM system business status parameter set matching the user identifier.

[0088] After determining the CRM system interface, read the data set of the transmission record in the CRM system interface, and determine the CRM system business status parameter set corresponding to the user ID from the data set in combination with the user ID. For example, if the telephone number 11234567890 is used as the user ID, obtain the CRM system business status parameter set corresponding to 11234567890 in the CRM system interface.

[0089] Step 303, querying the home location register HLR network element according to the user identity, and extracting the SMS function parameters recorded in the HLR network element;

[0090] In the embodiment of the present invention, after the user identification is obtained, a query can be performed in the HLR network element according to the user identification to find and extract the SMS function parameters recorded by the user in the HLR network element.

[0091] Specifically, the telephone number can be used as a user identifier and the telephone number can be input into the HLR network element; for example, a command LST CSUB:MDN="mobile phone number" is sent to the HLR network element.

[0092] Receive the corresponding parameter values ​​of different fields in the message fed back by the HLR network element, and extract the SMS function parameters recorded by the user in the HLR network element. If there are fields such as SMSO, SMST, SMSO_DEFAULT, and SMST_DEFAULT in the fed back message, determine that the value of the field is a specific SMS function parameter value. Among them, SMSO and SMST are the SMS function authorization parameter values ​​of the phone number, SMSO_DEFAULT is the SMS function call origination parameter value of the phone number in a fully permitted state; SMST_DEFAULT is the SMS function call termination parameter value of the phone number in a fully permitted state.

[0093] When the value of SMSO is TRUE and the value of SMST is TRUE, it indicates that the SMS function authorization parameter of the phone number is authorized; when the value of SMSO is FALSE or the value of SMST is FALSE, it indicates that the SMS function authorization parameter of the phone number is not authorized. When SMSO_DEFAULT is SmsRstrAllowAll, it indicates that the SMS function origination parameter value of the phone number is fully allowed. When SMSO_DEFAULT is not SmsRstrAllowAll, it indicates that the SMS function origination parameter value of the phone number is fully rejected. When SMST_DEFAULT is SmsRstrAllowAll, it indicates that the SMS function termination parameter value of the phone number is fully allowed. When SMST_DEFAULT is not SmsRstrAllowAll, it indicates that the SMS function termination parameter value of the phone number is fully rejected.

[0094] Step 304, comparing the CRM system business status parameter set and the SMS function parameter to determine a repair instruction;

[0095] In the embodiment of the present invention, the service status parameter set of the CRM system may be compared with the SMS function parameters to determine whether the corresponding function parameters in the HLR network element and the CRM system correspond to each other, so as to troubleshoot the failure of the HLR network element.

[0096] In a preferred embodiment of the present invention, the step of comparing the CRM system service status parameter set and the SMS function parameter to determine the repair instruction may include:

[0097] Sub-step S3041, comparing whether the CRM system business status parameter set is the same as the SMS function parameter;

[0098] In actual applications, for the same function, the value recorded in the CRM system business status parameter set is the same as the value recorded in the SMS function parameter. A person skilled in the art can select a method for consistency comparison according to needs, such as a difference method, etc., which is not specifically limited in the embodiments of the present invention.

[0099] Sub-step S3042, when they are not the same, determining the abnormal state of the SMS function parameter;

[0100] When the value recorded in the CRM system service status parameter set is different from the value recorded in the SMS function parameter, that is, the SMS function parameter recorded in the HLR network element is incorrect, the abnormal state of the SMS function parameter is determined and the location of the SMS function parameter error is found.

[0101] Specifically, the step of determining the abnormal state of the SMS function parameter may include:

[0102] Sub-step S30421, determining authorization parameters in the SMS function parameters that are different from the CRM system business status parameter set;

[0103] Specifically, when there is a difference between the SMS function parameter and the CRM system business status parameter set, the value of the SMS function parameter at that position and the business authorization function corresponding to the value are determined, and the different value is determined as the authorization parameter.

[0104] Sub-step S30422, determining the abnormal state corresponding to the authorization parameter.

[0105] Since the authorization parameter corresponds to the business authorization function, the abnormal state of the value error is determined according to the value corresponding to the same business authorization function in the CRM system, such as missing value, wrong value and other abnormal states.

[0106] Sub-step S3041, generating a repair instruction according to the abnormal state.

[0107] Determine the modification location based on the abnormal state, use the corresponding value of the CRM system as the modification value, and generate a repair instruction.

[0108] Before generating the repair instructions, you can also confirm the service authentication parameters to eliminate the faults caused by the SMS platform service authentication errors. Specifically include:

[0109] Step S1, determining a mapping relationship between the CRM system business status parameter set and the SMS function parameter;

[0110] According to the parameter set stored in the CRM system with the logical relationship with the HLR network element, the mapping relationship between each parameter in the CRM system service status parameter set and the SMS function parameter is determined.

[0111] Step S2, querying the user parameter status bit of the SMS platform based on the mapping relationship;

[0112] According to the mapping relationship between the CRM system business status parameter set and the SMS function parameters, the user parameter status bit is queried, and the SMS platform feeds back the authentication data to determine whether the user parameter status bit is normal. Specifically, the status bit of the user parameter of the SMS platform can be extracted, and the status bit of the user parameter of the SMS platform can be determined according to the mapping relationship to determine whether the values ​​of the status bits of the user parameters at different positions are normal. This can first solve the problem of SMS service not being able to proceed normally due to authentication issues. For example: the authentication data of the point-to-point service within the network is incorrect, and the user cannot receive / send SMS normally within the network; the authentication data of the point-to-point service between networks is incorrect, resulting in the user being unable to receive / send SMS normally between networks, etc.

[0113] For example, a command can be sent to the SMS platform to query the user parameter status bit, such as sending a byte command [43, 7, 0, 20, 0, 84, 1, 9, 0, 0, 0, 3, -122, 19, 49, -121, 1, 6, 15, -1, -1, -1, -122, 19, 49, -121, 1, 0]. According to the relationship between the mapping relationship and the feedback authentication value, determine whether the user parameter status bit of the SMS platform is normal. For example, according to the logical relationship, the authentication data value equal to 1 indicates that SMS reception / sending is allowed, the authentication data value equal to 0 indicates that SMS reception / sending is prohibited, and the authentication data value equal to 2 indicates that SMS reception is allowed and sending is prohibited. When the authentication data value is not equal to 1, it will affect the user's SMS function.

[0114] When the authentication service parameters are incorrect, the correct authentication service parameters are used as the values ​​of the corresponding parts in the repair instruction to generate the repair instruction.

[0115] Step 305, repairing the SMS platform based on the repair instruction;

[0116] The values ​​of various SMS functions modified in the repair command are sent to the SMS platform, and the SMS platform modifies the parameters based on the specific values. For example, send the command AUT CSMSO:MDN="mobile phone number"; AUT CSMST:MDN="mobile phone number"; to repair the SMS function authorization parameters. Send the command SET CSMSORSTR:MDN="mobile phone number", DEFAULT=SmsRstrAllowAll"; to repair the SMS function call origination parameters, send the command SET CSMSORSTR:MDN="mobile phone number", DEFAULT=SmsRstrBlockAll"; to repair the SMS function call termination parameters.

[0117] Step 306, receiving the repair parameters fed back by the repaired SMS platform;

[0118] The repaired SMS platform returns customized results and output calibers for successfully repaired parameters and failed repair parameters; the customized results and output calibers are used as repair parameters and feedback is provided.

[0119] Receive the repair parameter and establish an interface relationship with the online channel of the SMS platform.

[0120] Step 307, encapsulating the repair parameters;

[0121] The repair parameters such as custom results and output caliber are encapsulated, and the specific interface caliber is not presented to the outside.

[0122] Step 308: Send the encapsulated repair parameters.

[0123] The packaged repair parameters are sent to the user's mobile terminal to inform the user of the specific repair situation. The user is informed of the parameters that have been successfully repaired, and the reasons and handling suggestions for the parameters that have failed to be repaired can also be provided, so that the user can perform other operations to correct the SMS service failure.

[0124] The embodiment of the present invention can determine the complaint scenario data and complaint appearance data through the parameters input by the user when monitoring the user querying the SMS platform, and compare the parameters of the HLR network element to perform self-service repair; the user data status on the network element side is pre-set to be operable by the user, and the user can self-service online to repair the problem of missing or abnormal parameters in the HLR network element and the SMS platform, which leads to the unusable SMS, without the need for manual access by second-line experts or customer service personnel to solve the problem, thereby improving the online solution rate and the efficiency of complaint handling; and the repair process can be encapsulated to ensure the user network and information security.

[0125] In order to enable those skilled in the art to better understand the embodiments of the present invention, the embodiments of the present invention are described below by using an example:

[0126] You can refer to Figure 4 , showing a schematic diagram of the connection structure of the network side and the business side of an example of a text message platform repair method of the present invention.

[0127] The SMS platform interface processing module 401 corresponding to the SMS platform, the phone number is stored on the SMS platform, and the SMS platform data can be verified and repaired through the SMS platform interface processing module 401 to achieve the purpose of correcting erroneous data and solving faults.

[0128] The customer relationship (CR) is mapped to the CRM system interface processing module 402, and the CRM information is queried through the EOP (operation management) interface, and the returned message is parsed through the EOP interface; the CRM affiliated product name and service status code are determined.

[0129] The home location (HL) is mapped to the HLR network element interface processing module 403.

[0130] The telephone number may exist in the HLR and CRM systems respectively. By acquiring the HLR and CRM data, a comparison is performed in the platform verification module 404, and repair is performed in the network element parameter repair module 405, so as to achieve the purpose of consistency between the HLR data and the CRM data and solve the fault.

[0131] The processing result feedback module 406 encapsulates the feedback code and return information and feeds it back to the interface caller.

[0132] The following is an example of the repair process:

[0133] Users can query the SMS platform online by extracting the message sent by the interface caller. <phonenum>< / phonenum> In the message, you can also check whether there is group problem information to determine the complaint scenario data of the customer in advance. Specifically, confirm the three return values ​​in the group problem information feedback message, namely the return code aCKCODE, the result description resultdesc and the group problem details msgdesc. When aCKCODE is equal to 10000 and resultdesc is equal to no group problem at present, it means that the phone number has no group problem. When aCKCODE is equal to 10000 and resultdesc is equal to currently in a group problem, it means that the number is in a group problem. Get the msgdesc group problem information details, and the returned message contains " <ackcode> 10000< / ackcode> <msgdesc> [SMS service] Due to service anomalies, a small number of users were occasionally unable to send SMS to other operators' numbers. This has now been restored. Please try again. [Pre-processing suggestions] Please try again. -All users< / msgdesc> <resultdesc> Currently in group disorder< / resultdesc> ", the group error content between the third and fourth "-" in msgdesc is output.

[0134] The user selects the option of the multiple-choice question in the HTML form, and obtains the type number of the final complaint scenario according to the multiple-choice question. Specifically, 05: Internet access problem - unable to access the Internet; 06: Internet access problem - slow Internet access; 11: SMS problem - unable to receive SMS; 15: SMS problem - unable to send or receive SMS; 17: SMS problem - unable to send SMS; 19: MMS problem - unable to send or receive MMS; 111: MMS problem - unable to send MMS; 12: MMS problem - unable to receive MMS; 23: Voice problem - unable to be called; 24: Voice problem - unable to make calls; 25: Voice problem - unable to make or be called.

[0135] When the received message contains <typecls> 15< / typecls> When the user wants to solve the SMS problem - SMS cannot be sent or received.

[0136] At this time, you can trigger the call of the CRM system business status parameter set, eliminate the business status abnormality trigger according to the status value, send the number to the interface provided by EOP to query the CRM information, where the service status code in the 201 result set in the returned message indicates the status of the number; then compare the CRM system business status parameter set with the user function parameters in the SMS platform to determine the repair instructions for data repair on the SMS platform.

[0137] Sending the repair instruction to the SMS platform is related. Specifically, sending the character instruction [43, 17, 0, 99, 0, 84, 1, 9, 0, 0, 0, 13, -122, 19, 49, -121, 1, 6, 15, -1, -1, -1, 0, -121, 71, 41, 121, 0, 1, 1, 1, 1, 1, 1, 1, 1, 1, 1, 1, 1, 1, 1 ,1,1,1,1,1,1,1,1,1,0,1,0,50,48,50,50,45,48,51,45,51,49,32,49,54,58,49,51,58,48,48,0,98,69,98,-55,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0] to the SMS platform.

[0138] It should be noted that, for the sake of simplicity, the method embodiments are described as a series of action combinations, but those skilled in the art should be aware that the embodiments of the present invention are not limited by the order of the actions described, because according to the embodiments of the present invention, certain steps can be performed in other orders or simultaneously. Secondly, those skilled in the art should also be aware that the embodiments described in the specification are all preferred embodiments, and the actions involved are not necessarily required by the embodiments of the present invention.

[0139] Reference Figure 5 , shows a structural block diagram of an embodiment of a short message platform repair device of the present invention, which may specifically include the following modules:

[0140] The first acquisition module 501 is used to acquire the user identification, complaint scenario data and complaint appearance data when monitoring the user querying the SMS platform;

[0141] The second acquisition module 502 is used to acquire a customer relationship management database CRM system business status parameter set according to the complaint scenario data and the complaint representation data;

[0142] Extraction module 503, used for querying the home location register HLR network element according to the user identity, and extracting the SMS function parameters recorded in the HLR network element;

[0143] A decision module 504 is used to compare the CRM system business status parameter set with the SMS function parameter to determine a repair instruction;

[0144] The repair module 505 is used to repair the SMS platform based on the repair instruction.

[0145] In a preferred embodiment of the present invention, the device further comprises:

[0146] A mapping relationship determination module, used to determine the mapping relationship between the CRM system business status parameter set and the SMS function parameter;

[0147] A query module, used for querying the user parameter status bit of the SMS platform based on the mapping relationship;

[0148] An execution module is used to execute the step of determining the repair instruction when the user parameter status bit is abnormal.

[0149] In a preferred embodiment of the present invention, the first acquisition module 501 includes:

[0150] A first acquisition submodule is used to acquire a telephone number for logging into the SMS platform and determine it as a user identifier;

[0151] The sending submodule is used to send a preset hypertext markup language HTML form;

[0152] The receiving submodule is used to receive the HTML tags for the preset HTML form feedback; and determine the complaint scenario data and the complaint representation data.

[0153] In a preferred embodiment of the present invention, the second acquisition module 502 includes:

[0154] A trigger submodule, used to trigger a CRM system interface according to the complaint scenario data and the complaint representation data;

[0155] The second acquisition submodule is used to acquire, in the CRM system interface, a CRM system business status parameter set matching the user identifier.

[0156] In a preferred embodiment of the present invention, the decision module 504 includes:

[0157] A comparison submodule, used to compare whether the CRM system business status parameter set is the same as the SMS function parameter;

[0158] An abnormal state determination submodule, used for determining the abnormal state of the SMS function parameters when they are different;

[0159] The repair instruction generation submodule is used to generate a repair instruction according to the abnormal state.

[0160] In a preferred embodiment of the present invention, the repair instruction generation submodule includes:

[0161] An authorization parameter determination unit, used to determine authorization parameters in the SMS function parameters that are different from the CRM system business status parameter set;

[0162] The abnormal state determining unit is used to determine the abnormal state corresponding to the authorization parameter.

[0163] In a preferred embodiment of the present invention, the device further comprises:

[0164] A receiving module, used for receiving the repair parameters fed back by the repaired SMS platform;

[0165] A packaging module, used for packaging the repair parameters;

[0166] The sending module is used to send the repair parameters after encapsulation.

[0167] As for the device embodiment, since it is basically similar to the method embodiment, the description is relatively simple, and the relevant parts can be referred to the partial description of the method embodiment.

[0168] An embodiment of the present invention further provides an electronic device, including:

[0169] A processor and a storage medium, wherein the storage medium stores a computer program executable by the processor, and when the electronic device is running, the processor executes the computer program to perform the method as described in any one of the embodiments of the present invention. The specific implementation method and technical effect are similar to those of the method embodiment, and will not be repeated here.

[0170] The embodiment of the present invention further provides a computer-readable storage medium, on which a computer program is stored, and the computer program is executed by a processor to execute the method as described in any one of the embodiments of the present invention. The specific implementation method and technical effect are similar to those of the method embodiment, and will not be repeated here.

[0171] The various embodiments in this specification are described in a progressive manner, and each embodiment focuses on the differences from other embodiments. The same or similar parts between the various embodiments can be referenced to each other.

[0172] It will be appreciated by those skilled in the art that the embodiments of the present invention may be provided as methods, devices, or computer program products. Therefore, the embodiments of the present invention may take the form of a complete hardware embodiment, a complete software embodiment, or an embodiment combining software and hardware. Moreover, the embodiments of the present invention may take the form of a computer program product implemented on one or more computer-usable storage media (including but not limited to disk storage, CD-ROM, optical storage, etc.) containing computer-usable program codes.

[0173] The embodiments of the present invention are described with reference to the flowcharts and / or block diagrams of the methods, terminal devices (systems), and computer program products according to the embodiments of the present invention. It should be understood that each process and / or block in the flowchart and / or block diagram, as well as the combination of the processes and / or blocks in the flowchart and / or block diagram, can be implemented by computer program instructions. These computer program instructions can be provided to a processor of a general-purpose computer, a special-purpose computer, an embedded processor, or other programmable data processing terminal device to generate a machine, so that the instructions executed by the processor of the computer or other programmable data processing terminal device generate instructions for implementing the processes in the flowchart and / or block diagram. Figure 1 A process or multiple processes and / or boxes Figure 1 A device that provides the functions specified in a block or multiple blocks.

[0174] These computer program instructions may also be stored in a computer-readable memory capable of directing a computer or other programmable data processing terminal device to operate in a specific manner, so that the instructions stored in the computer-readable memory produce a manufactured product including an instruction device, which implements the process Figure 1 A process or multiple processes and / or boxes Figure 1 A function specified in one or more boxes.

[0175] These computer program instructions can also be loaded onto a computer or other programmable data processing terminal device so that a series of operating steps are executed on the computer or other programmable terminal device to produce a computer-implemented process, thereby providing instructions for executing on the computer or other programmable terminal device to implement the process. Figure 1 A process or multiple processes and / or boxes Figure 1 The steps for the functions specified in one or more boxes.

[0176] Although the preferred embodiments of the present invention have been described, those skilled in the art may make additional changes and modifications to these embodiments once they have learned the basic creative concept. Therefore, the appended claims are intended to be interpreted as including the preferred embodiments and all changes and modifications that fall within the scope of the embodiments of the present invention.

[0177] Finally, it should be noted that, in this article, relational terms such as first and second, etc. are only used to distinguish one entity or operation from another entity or operation, and do not necessarily require or imply any such actual relationship or order between these entities or operations. Moreover, the terms "include", "comprise" or any other variants thereof are intended to cover non-exclusive inclusion, so that a process, method, article or terminal device including a series of elements includes not only those elements, but also other elements not explicitly listed, or also includes elements inherent to such process, method, article or terminal device. In the absence of further restrictions, the elements defined by the sentence "comprise a ..." do not exclude the existence of other identical elements in the process, method, article or terminal device including the elements.

[0178] The above is a detailed introduction to a text message platform repair method and a text message platform repair device provided by the present invention. Specific examples are used in this article to illustrate the principles and implementation methods of the present invention. The description of the above embodiments is only used to help understand the method of the present invention and its core idea; at the same time, for general technical personnel in this field, according to the idea of ​​the present invention, there will be changes in the specific implementation method and application scope. In summary, the content of this specification should not be understood as a limitation on the present invention.

Claims

1. A method for repairing a short message platform, characterized in that: include: When monitoring a user querying the SMS platform, obtain the user ID, complaint scenario data, and complaint appearance data; Acquire a customer relationship management database CRM system business status parameter set according to the complaint scenario data and the complaint representation data; Querying a home location register HLR network element according to the user identity, and extracting SMS function parameters recorded in the HLR network element; Compare the CRM system business status parameter set and the SMS function parameter to determine a repair instruction; Repairing the SMS platform based on the repair instruction; The steps of obtaining user identification, complaint scenario data and complaint representation data include: Obtaining the telephone number for logging into the SMS platform and determining it as the user ID; Send a preset Hypertext Markup Language HTML form; Receive HTML tags for the preset HTML form feedback; determine complaint scenario data and complaint representation data.

2. The method according to claim 1, characterized in that The method further comprises: Determine the mapping relationship between the CRM system business status parameter set and the SMS function parameter; Query the user parameter status bit of the SMS platform based on the mapping relationship; When the user parameter status bit is abnormal, the step of determining the repair instruction is executed.

3. The method according to claim 1 or 2, characterized in that: The step of obtaining a customer relationship management database CRM system business status parameter set according to the complaint scenario data and the complaint representation data comprises: Triggering a CRM system interface according to the complaint scenario data and the complaint representation data; In the CRM system interface, a CRM system business status parameter set matching the user identifier is obtained.

4. The method according to claim 2, characterized in that: The step of comparing the CRM system business status parameter set and the SMS function parameter to determine the repair instruction includes: Compare the CRM system business status parameter set with the SMS function parameter to see if they are the same; When they are not the same, determining the abnormal state of the SMS function parameter; A repair instruction is generated according to the abnormal state.

5. The method according to claim 4, characterized in that The step of determining the abnormal state of the SMS function parameter comprises: Determine authorization parameters in the SMS function parameters that are different from the CRM system business status parameter set; An abnormal state corresponding to the authorization parameter is determined.

6. The method according to claim 1 or 2, characterized in that: The method further comprises: Receive repair parameters fed back by the repaired SMS platform; Encapsulating the repair parameters; Send the package and repair the parameters.

7. A short message platform repair device, characterized in that: include: The first acquisition module is used to acquire user identification, complaint scenario data and complaint appearance data when monitoring a user querying the SMS platform; A second acquisition module is used to acquire a customer relationship management database CRM system business status parameter set according to the complaint scenario data and the complaint representation data; An extraction module, used for querying a home location register HLR network element according to the user identity, and extracting the SMS function parameters recorded in the HLR network element; A judgment module, used for comparing the CRM system business status parameter set and the SMS function parameter to determine a repair instruction; A repair module, used for repairing the SMS platform based on the repair instruction; The first acquisition module includes: A first acquisition submodule is used to acquire a telephone number for logging into the SMS platform and determine it as a user identifier; The sending submodule is used to send a preset hypertext markup language HTML form; The receiving submodule is used to receive the HTML tags for the preset HTML form feedback; and determine the complaint scenario data and the complaint representation data.

8. An electronic device, characterized in that: The method comprises a processor, a memory and a computer program stored in the memory and capable of running on the processor, wherein when the computer program is executed by the processor, the steps of the SMS platform repair method as described in any one of claims 1 to 6 are implemented.

9. A computer-readable storage medium, characterized in that: The computer-readable storage medium stores a computer program, and when the computer program is executed by a processor, the steps of the SMS platform repair method according to any one of claims 1 to 6 are implemented.

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