A method, apparatus and storage medium for handling communication problems

Abstract

This application provides a method, apparatus, and storage medium for handling communication problems, relating to the field of communication technology, to improve the accuracy of identifying cells with communication problems and to efficiently resolve communication problems. The method includes: determining the location information of a user terminal within a time period including the time of the complaint; identifying multiple suspected cells based on the location information of the user terminal within the time period including the time of the complaint; obtaining cell parameters of each suspected cell among the multiple suspected cells; identifying the problem cell from the multiple suspected cells based on the cell parameters of each cell among the multiple suspected cells; determining the communication problem occurring in the problem cell based on the cell parameters of the problem cell; and generating a solution corresponding to the communication problem.

Description

Technical Field

[0001] This application relates to the field of communication technology, and in particular to a method, apparatus and storage medium for processing communication problems. Background Technology

[0002] As telecom operators grow, the areas they cover and the number of users they have are constantly increasing. Correspondingly, the number of complaints they receive daily is also increasing, and the departments handling complaint tickets are gradually expanding, with more and more employees involved in processing these tickets.

[0003] In the traditional process of handling work order complaints, the biggest challenge for engineers after receiving a complaint is accurately locating the affected cell. Users often lack understanding of cell concepts and can only provide vague locations. Furthermore, users are often unable to provide the exact time the communication problem occurred, making it impossible to pinpoint the affected cell and consequently reducing the efficiency of engineers in processing complaints. Therefore, accurately locating the affected cell and efficiently resolving communication issues is a pressing problem that needs to be solved. Summary of the Invention

[0004] This application provides a method, apparatus, and storage medium for handling communication problems, which can accurately locate the cell where the problem occurs and efficiently solve the communication problem.

[0005] Firstly, a method for handling communication problems is provided, comprising: determining the location information of a user terminal within a time period including the time of the complaint; identifying multiple suspected cells based on the location information of the user terminal within the time period including the time of the complaint; obtaining cell parameters of each suspected cell among the multiple suspected cells; identifying a problem cell from the multiple suspected cells based on the cell parameters of each suspected cell; determining the communication problem occurring in the problem cell based on the cell parameters of the problem cell; and generating a solution corresponding to the communication problem.

[0006] The technical solution provided in this application offers at least the following beneficial effects: It should be understood that the complaint time point is uploaded by the complainant through their user terminal. Since the complaint time point uploaded by the complainant may not be the exact time the communication problem occurred, the accuracy of the user terminal's location information at the complaint time point is low. This application identifies potential cells where communication problems may occur by determining the user terminal's location information within the time period including the complaint time point, thus expanding the search range for potential cells and increasing the likelihood of finding the problematic cell, thereby improving the accuracy of problem cell identification. The user terminal then analyzes the cell parameters of each of the multiple potential cells to accurately identify the problematic cell, and based on the problematic cell's cell parameters, determines the communication problem and generates a corresponding solution, further improving the efficiency of communication problem resolution.

[0007] As one possible implementation, cell parameters include: physical resource block (PRB) utilization during busy hours, interference noise level, and alarm information. Based on the cell parameters of multiple suspected cells, a problem cell is identified from these suspected cells. This includes: for each suspected cell, if its cell parameters meet preset conditions, the suspected cell is identified as a problem cell. The preset conditions include at least one of the following: the PRB utilization rate of the suspected cell is greater than or equal to a first preset threshold; the interference noise level of the suspected cell is less than a second preset threshold; and the alarm information of the suspected cell includes cell fault alarm information.

[0008] As one possible implementation, the above method includes: determining the communication problem of the problem cell as a high-load problem when the utilization rate of the cell busy-hour physical resource block (PRB) of the problem cell is greater than or equal to a first preset threshold; determining the communication problem of the problem cell as a cell interference problem when the interference noise level of the problem cell is less than a second preset threshold; and determining the communication problem of the problem cell as a cell fault problem when the alarm information of the problem cell includes cell fault alarm information.

[0009] As one possible implementation, the above method includes: when the communication problem of the problematic cell is a high cell load problem, generating a solution corresponding to the communication problem is to expand the capacity of the problematic cell or perform load balancing; when the communication problem of the problematic cell is a cell interference problem, generating a solution corresponding to the communication problem is to perform interference optimization and troubleshooting on the problematic cell; when the communication problem of the problematic cell is a cell fault problem, generating a solution corresponding to the communication problem is to perform fault handling on the problematic cell.

[0010] As one possible implementation, the above method also includes: obtaining a user profile of the user terminal; determining the communication problem of the user terminal based on the user profile; and generating a solution corresponding to the communication problem.

[0011] Secondly, a communication problem processing apparatus is provided, comprising: a determining module, configured to determine the location information of a user terminal's terminal device within a time period including the time of the complaint; the determining module is further configured to determine multiple suspected cells based on the location information of the user terminal within the time period including the time of the complaint; the determining module is further configured to obtain cell parameters of each suspected cell among the multiple suspected cells, and determine a problem cell from the multiple suspected cells based on the cell parameters of each suspected cell; the determining module is further configured to determine the communication problem occurring in the problem cell based on the cell parameters of the problem cell; and a processing module, configured to generate a solution corresponding to the communication problem.

[0012] As one possible implementation, the cell parameters include: the utilization rate of the Physical Resource Block (PRB) during busy hours, the interference noise level, and alarm information. The determination module is specifically used to: for each of the multiple suspected cells, if the cell parameters of the suspected cell meet preset conditions, determine the suspected cell as a problem cell; wherein, the preset conditions include at least one of the following: the utilization rate of the Physical Resource Block (PRB) during busy hours of the suspected cell is greater than or equal to a first preset threshold; the interference noise level of the suspected cell is less than a second preset threshold; and the alarm information of the suspected cell includes cell fault alarm information.

[0013] As one possible implementation, the determination module is specifically used to: determine the communication problem of the problem cell as a high-load problem when the utilization rate of the Physical Resource Block (PRB) during busy hours of the problem cell is greater than or equal to a first preset threshold; determine the communication problem of the problem cell as a cell interference problem when the interference noise level of the problem cell is less than a second preset threshold; and determine the communication problem of the problem cell as a cell fault problem when the alarm information of the problem cell includes cell fault alarm information.

[0014] As one possible implementation, the processing module is specifically used to: generate a solution for the communication problem in the problematic cell when the communication problem is a high cell load problem, which is to expand the capacity of the problematic cell or perform load balancing; generate a solution for the communication problem in the problematic cell when the communication problem is a cell interference problem, which is to perform interference optimization and troubleshooting for the problematic cell; and generate a solution for the communication problem in the problematic cell when the communication problem is a cell fault problem, which is to perform fault handling for the problematic cell.

[0015] As one possible implementation, the processing module is also used to: obtain a user profile of the user terminal; determine the communication problem of the user terminal based on the user profile; and generate a solution corresponding to the communication problem.

[0016] Thirdly, a communication problem processing apparatus is provided, including a processor, which executes a computer program to implement the communication problem processing method as described in the first aspect.

[0017] Fourthly, a computer-readable storage medium is provided, comprising computer instructions; wherein, when the computer instructions are executed, the method for processing the communication problem as described in the first aspect is implemented.

[0018] The beneficial effects described in the second to fourth aspects of this invention can be referred to the analysis of the beneficial effects of the first or second aspects, and will not be repeated here. Attached Figure Description

[0019] The accompanying drawings are used to provide a further understanding of the technical solutions of this application and constitute a part of the specification. They are used together with the embodiments of this application to explain the technical solutions of this application and do not constitute a limitation on the technical solutions of this application.

[0020] Figure 1 A schematic diagram of the structure of a complaint system provided in this application embodiment;

[0021] Figure 2 A flowchart illustrating a method for handling communication problems provided in an embodiment of this application;

[0022] Figure 3 A flowchart illustrating another method for handling communication problems provided in this application embodiment;

[0023] Figure 4 A complete flowchart of a communication problem processing method provided in this application embodiment;

[0024] Figure 5 This is a schematic diagram of the structure of a communication problem processing device provided in an embodiment of this application;

[0025] Figure 6 This is a schematic diagram of the structure of another communication problem processing device provided in an embodiment of this application. Detailed Implementation

[0026] The technical solutions of the embodiments of this application will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only some embodiments of this application, and not all embodiments. All other embodiments obtained by those skilled in the art based on the embodiments of this application without creative effort are within the scope of protection of this application.

[0027] In the description of this application, unless otherwise stated, " / " means "or," for example, A / B can mean A or B. The "and / or" in this document is merely a description of the relationship between related objects, indicating that three relationships can exist. For example, A and / or B can represent: A alone, A and B simultaneously, and B alone. Furthermore, "at least one" means one or more, and "multiple" means two or more. The words "first," "second," etc., do not limit the quantity or order of execution, and "first," "second," etc., do not necessarily imply differences. It should be noted that in this application, words such as "exemplary" or "for example" are used to indicate examples, illustrations, or explanations.

[0028] Any embodiment or design described as "exemplary" or "for example" in this application should not be construed as being more preferred or advantageous than other embodiments or designs. Specifically, the use of terms such as "exemplary" or "for example" is intended to present the relevant concepts in a concrete manner. In embodiments of this application, "instruction" can include direct instruction and indirect instruction. For example, taking the first control information hereinafter as an example, the first control information can directly carry information A itself or its index to achieve the purpose of directly instructing information A. Alternatively, the first control information can also carry information B that is associated with information A, thereby achieving the purpose of indirectly instructing information A while instructing information B.

[0029] According to the background, the traditional process for handling complaint tickets is relatively slow, mainly due to the following two reasons: (1) It is impossible to determine the cell where the user's problem occurred. Because the current method of locating the cell can only be based on the user's description, and the user does not understand the concept of a cell, they can only describe a vague location. In addition, the user's description may have problems such as accents and similar pronunciation of place names. Most technicians rely on experience and subjective judgment to analyze, which leads to inaccurate location of the cell where the problem occurred. For example, if a problem occurs in cell A, it may be located in cell B, resulting in the problem cell not being dealt with, and the user will continue to report communication problems. (2) Some technicians are not clear about the user's complaint. They can only record and appease, but cannot solve the communication problem in a timely manner, and thus cannot provide feedback to the user on the resolution, which leads to user dissatisfaction.

[0030] To address the aforementioned technical problems, this application provides a method for handling communication issues. In identifying problematic cells, based on the location information of the user terminal within the time period including the time of the complaint, suspected cells where problems may occur can be quickly identified, thereby narrowing the search scope. Subsequently, by using the cell parameters of multiple suspected cells, the problematic cell is accurately identified, further improving the accuracy of problem cell identification. Simultaneously, the communication problem of the problematic cell is determined based on its cell parameters, and a corresponding solution is generated, efficiently resolving the communication problem of the problematic cell.

[0031] Figure 1 This is a schematic diagram of a complaint feedback system provided in an embodiment of this application. The system includes at least one user terminal 11, a customer service platform 12, and an operation and maintenance platform 13.

[0032] In this embodiment, the user terminal 11 can be a mobile phone, tablet computer, smartwatch, or other device with data processing and command sending functions.

[0033] Customer service platform 12 and operation and maintenance platform 13 can be virtual platforms mounted on the base station. The base station can be any of the following: small base station, wireless access point, transmission receive point (TRP), transmission point (TP), or some other access node.

[0034] The customer service platform 12 is used to receive complaint information sent by user terminal 11 and forward the complaint information to the operation and maintenance platform 13.

[0035] The operation and maintenance platform 13 is used to receive complaint information sent by the customer service platform 12, generate a solution based on the complaint information, and send it to the customer service platform 12 so that the customer service platform 12 can communicate the solution with the complaining user through the user terminal 11.

[0036] It should be noted that, Figure 1 This is just an example structural diagram. Figure 1 The number of structures included, and the names of each structure, are unlimited, except for... Figure 1 In addition to the structure shown, this system architecture may also include other structures.

[0037] The application scenarios of the embodiments in this application are not limited. The system architecture and business scenarios described in the embodiments of this application are for the purpose of more clearly illustrating the technical solutions of the embodiments of this application, and do not constitute a limitation on the technical solutions provided by the embodiments of this application. As those skilled in the art will know, with the evolution of network architecture and the emergence of new business scenarios, the technical solutions provided by the embodiments of this application are also applicable to similar technical problems.

[0038] like Figure 2 As shown, this application provides a method for handling communication problems, applied to... Figure 1 The operation and maintenance platform shown in the embodiment includes the following steps:

[0039] S101. Determine the location information of the user terminal within the time period including the time of the complaint.

[0040] Optionally, after a complainant initiates a complaint with the customer service platform using their user terminal, the customer service platform sends the complaint time point of the complainant to the operations and maintenance platform.

[0041] Understandably, resolving communication issues reported by complaining users requires pinpointing the specific cell where the problem occurred. Since complaining users cannot directly describe the exact cell where the communication problem occurred, the location of the user's terminal at the time of the complaint—that is, the time the communication problem occurred—can only be determined by the time the complaint was filed. Furthermore, to prevent the possibility that the user may have moved at the time of the complaint or that the described time was inaccurate, the location of the user's terminal within the time period including the specified time point is also necessary.

[0042] For example, if the user terminal's complaint time is 15:00, to accurately locate the location information where the communication problem occurred, it is necessary to determine the complete location information of the user terminal within the time period from 13:59 to 15:01. The relationship between the complaint time and the corresponding time period can be set according to specific circumstances. For example, in the above example, the time period corresponding to the complaint time is a one-minute interval to the left and right of the complaint time, or it can be set to a two-minute interval to the left and right of the complaint time. For example, if the user terminal's complaint time is 15:00, the corresponding time period is 13:58-15:02.

[0043] Optionally, after determining the time period including the time of the complaint, the system can obtain all location information of the user terminal within the aforementioned time period.

[0044] S102. Based on the location information of the user terminal within the time period including the time of the complaint, identify multiple suspected residential areas.

[0045] The location information can include multiple locations.

[0046] Optionally, the cell corresponding to each of the multiple locations can be designated as a suspected cell.

[0047] For example, the location information of the user terminal within the time period including the time of the complaint includes location 1, location 2, and location 3. Among them, the cell corresponding to location 1 is cell 1, the cell corresponding to location 2 is cell 2, and the cell corresponding to location 3 is cell 3. That is, the suspected cells where communication problems may occur are cell 1, cell 2, and cell 3.

[0048] In another example, if a user terminal moves within a time period including the time of the complaint, and only location 1 exists, then the suspected cell where the communication problem occurred is cell 1 corresponding to location 1.

[0049] In some embodiments, the cell occupied by the user terminal during a call is identified as a suspected cell.

[0050] For example, when a user terminal makes a call, the cell occupied by the user terminal when making the call is identified as a suspected cell; when a user terminal receives a call, the cell occupied by the user terminal when receiving the call is identified as a suspected cell; when the cell occupied by the user terminal in the call detail record during the call is blank, the latitude and longitude information of the user terminal sent by the customer service platform is received, and the nearest cell in the cell database is matched to identify the cell as a suspected cell.

[0051] The community database includes information about each community. The information about a community includes the community's location, activation status, alarm information, interference information, resource utilization rate, and peak hour user rate.

[0052] It should be noted that the community database includes community information from multiple manufacturers, and the formats of this information differ between manufacturers. In traditional community query processes, information from different manufacturers is stored in different tables, resulting in low query efficiency. However, the community database provided in this application embodiment has a built-in community information template. When inputting community information from different manufacturers into the database, the template unifies the format of the information, allowing it to be stored in the same table, thus improving the efficiency of community information queries.

[0053] S103. Obtain the cell parameters of each suspected cell among multiple suspected cells, and determine the problem cell from the multiple suspected cells based on the cell parameters of each suspected cell among multiple suspected cells.

[0054] In some embodiments, after identifying multiple suspected cells, cell parameters for each suspected cell can be obtained from the cell data block. These cell parameters include: physical resource block (PRB) utilization during busy hours, interference noise level, alarm information, and time correlation.

[0055] It should be noted that time correlation describes the correlation between the time when the user terminal was located in the suspected cell and the time of the complaint. The higher the time correlation of the suspected cell, the closer the time when the user terminal was located in the suspected cell is to the time of the complaint.

[0056] It is understandable that the complaint time point is a subjectively determined point in time when the user experienced a communication problem. Therefore, the complaint time point needs to be processed to determine its time relevance within a certain time length. In the example above, the complaint time point is 15:00, and the aforementioned certain time length is 1. This means it is necessary to determine all cells where the user's terminal is located within one minute adjacent to the complaint time point, i.e., 14:59-15:01, which are considered potential cells. The cell parameters obtained for potential cells include their time relevance. A higher time relevance indicates that the cell is closer to the complaint time point and is more likely to be the cell occupied by the user's terminal when the communication problem occurred.

[0057] In some embodiments, determining a problem cell from multiple suspected cells based on their respective cell parameters can be specifically implemented as follows: for each suspected cell among multiple suspected cells, if the cell parameters of the suspected cell meet preset conditions, the suspected cell is determined to be a problem cell.

[0058] The preset conditions include at least one of the following: the PRB utilization rate of the suspected cell during busy hours is greater than or equal to the first preset threshold; the interference noise level of the suspected cell is less than the second preset threshold; and the alarm information of the suspected cell includes cell fault alarm information.

[0059] Optionally, the first and second preset thresholds can be preset by the operation and maintenance personnel.

[0060] Understandably, if the busy-hour PRB utilization rate of a suspected cell is greater than or equal to a first preset threshold, the cell's communication equipment cannot handle the high-load communication requests; therefore, the suspected cell is a problem cell. If the interference noise level of a suspected cell is less than a second preset threshold, the cell's communication quality deteriorates, and may even lead to signal interruption; therefore, the suspected cell is a problem cell. If the alarm information of a suspected cell includes cell fault alarm information, the cell's communication equipment is faulty; therefore, the suspected cell is a problem cell.

[0061] S104. Based on the cell parameters of the problematic cell, determine the communication problem that occurred in the problematic cell.

[0062] Optionally, based on the cell parameters of the problematic cell, the communication problem in the problematic cell can be determined, which may include the following situations.

[0063] Case 1: Obtain the cell parameters of the problematic cell. If the cell busy-hour physical resource block (PRB) utilization rate in the cell parameters of the problematic cell is greater than or equal to the first preset threshold, the communication problem of the problematic cell is determined to be a cell high-load problem.

[0064] Scenario 2: Obtain the cell parameters of the problematic cell. If the interference noise level in the cell parameters of the problematic cell is less than the second preset threshold, determine that the communication problem of the problematic cell is a cell interference problem.

[0065] Scenario 3: Obtain the cell parameters of the problematic cell. If the alarm information in the cell parameters of the problematic cell includes cell fault alarm information, then the communication problem of the problematic cell is determined to be a cell fault problem.

[0066] S105. For communication problems, generate corresponding solutions.

[0067] Optionally, generating solutions to communication problems can include the following scenarios.

[0068] Scenario 1: Identify the communication problem of the problematic cell. If the communication problem of the problematic cell is a high-load problem, the corresponding solution is to expand the capacity of the problematic cell or perform load balancing.

[0069] Understandably, when a problematic cell experiences high cell load, it means that the communication equipment in the problematic cell is unable to handle the high volume of communication requests. Therefore, it is necessary to expand the cell's communication equipment capacity, such as by increasing the number of base stations or antennas, to meet the high volume of communication requests. Alternatively, load balancing can be performed on the problematic cell to distribute communication requests to multiple communication devices so that each communication device is within its capacity.

[0070] Scenario 2: Obtain the communication problem of the problematic cell. If the communication problem of the problematic cell is a cell interference problem, generate the corresponding solution for the communication problem as interference optimization and troubleshooting for the problematic cell.

[0071] It is understandable that when a problematic cell experiences interference, the communication signal of the cell can be optimized and interference reduced by investigating and addressing the interference issues.

[0072] Scenario 3: Obtain the communication problem of the problematic cell. If the communication problem of the problematic cell is a cell fault, generate the corresponding solution to handle the fault of the problematic cell.

[0073] Understandably, when a problem cell experiences a fault, troubleshooting is carried out, including inspecting, maintaining, and repairing the communication equipment in the problem cell, thereby restoring the equipment to normal operation and resolving the communication problem.

[0074] For example, solutions to communication problems are shown in Tables 1 and 2. Generated using Python, the data includes: user terminal number, time relevance, call method, caller's ECI, called party's ECI, cell name, base station name, operator, cell activation status, alarm name, average interference noise received per PRB, downlink PRB utilization rate during the previous week's busy period, and judgment result. Customer service personnel can directly respond to complaining users based on the above solution diagrams.

[0075] Table 1

[0076]

[0077] Table 2

[0078]

[0079] It should be understood that the complaint time point is uploaded by the complainant using their user terminal. Since the time point uploaded by the complainant may not be the exact time the communication problem occurred, the accuracy of the user terminal's location information at the complaint time point is not high. This application identifies potential cells where communication problems may occur by determining the user terminal's location information within the time period including the complaint time point, thus expanding the search range of potential cells and increasing the likelihood of finding the problematic cell, thereby improving the accuracy of problem cell identification. The user terminal then analyzes the cell parameters of each of the multiple potential cells to accurately identify the problematic cell, and based on the cell parameters of the problematic cell, determines the communication problem and generates a corresponding solution, further improving the efficiency of communication problem resolution.

[0080] The above embodiments generate solutions to communication problems indirectly by associating user location information and cell parameters of the problematic cell. In some embodiments, the communication problem processing method provided in this application can also directly generate solutions to communication problems of user terminals, such as... Figure 3 As shown, the method may also include the following steps:

[0081] S201. Obtain the user profile of the user terminal.

[0082] Optionally, user profiles are generated by collecting user data from multiple platforms. For example, these platforms could be data from the VoLTE end-to-end platform, data from the Boruide platform, data from the big data information platform, and network management metrics data.

[0083] S202. Based on the user profile of the user terminal, determine the communication problems of the user terminal.

[0084] In some embodiments, the user profile of a user terminal can directly reflect the communication problems of the user terminal.

[0085] For example, as shown in Tables 3 and 4, the user profile includes the following user data: user number, total data usage, 5G data usage percentage, 4G data usage percentage, China Unicom network terminal type at the end of the month, VoLTE status label, 5G on / off status, cumulative 5G network data usage in the month, total 4G network data usage in the month, total 3G network data usage in the month, name of the base station with the highest local data usage, and name of the base station with the highest voice call usage in the month.

[0086] Table 3

[0087]

[0088]

[0089] Table 4

[0090]

[0091] Another example, taking the user profile in the previous example as an example, when a user terminal directly reports to the staff that it cannot use 5G data, the staff can directly determine whether the 5G switch of the user terminal is in the off state or whether the user terminal supports 5G through the user terminal's user profile, and thus determine that the communication problem of the user terminal is a device problem.

[0092] S203. For communication problems, generate corresponding solutions.

[0093] Optionally, if the communication problem is the same as the communication problem in S104 above, the specific description of generating the solution corresponding to the communication problem can be referred to the specific description in S105 above, and will not be repeated here.

[0094] For example, if the communication problem is inconsistent with the communication problem described in S104 above, relevant maintenance personnel can provide a solution. For instance, taking the example in S202 above, if the user terminal cannot use the 5G network and the communication problem is determined to be a device issue, the generated solution could be that customer service personnel guide the complaining user to turn on the 5G switch on the terminal device, or inform the complaining user that the terminal device does not support the 5G network. As another example, if the user terminal's communication problem is poor signal quality, the generated solution could be to add a new base station device to enhance network coverage.

[0095] In this way, communication problems of user terminals can be determined directly through user profiles of user terminals without the need for cell location, which improves work efficiency. At the same time, solutions can be generated based on communication problems, thereby improving user satisfaction.

[0096] like Figure 4 The diagram shown is a complete flowchart of a method for handling communication problems according to an embodiment of this application. The method includes the following steps:

[0097] S301. Customer service personnel input the user terminal's location information and the time of the complaint into the operation and maintenance platform.

[0098] Optionally, after receiving a complaint from a user, the customer service platform can input the user's terminal location information and the time of the complaint into the operations and maintenance platform.

[0099] S302. Determine the location information of the user terminal within the time period including the time of the complaint.

[0100] S303. Based on the location information of the user terminal within the time period including the time of the complaint, identify multiple suspected residential areas.

[0101] S304. Obtain the cell parameters of each suspected cell among multiple suspected cells, and determine the problem cell from the multiple suspected cells based on the cell parameters of each suspected cell among multiple suspected cells.

[0102] S305. Based on the cell parameters of the problematic cell, determine the communication problem that occurred in the problematic cell.

[0103] S306. For communication problems, generate corresponding solutions.

[0104] For a detailed description of S302-S306, please refer to the description of S101-S105 above, which will not be repeated here.

[0105] S307. Send the solution to the customer service platform.

[0106] Optionally, after the operations and maintenance platform generates a solution, it sends the solution to the customer service platform so that customer service personnel can respond to the complaining user and resolve the communication problem of the user's terminal based on the solution.

[0107] The foregoing mainly describes the solutions provided by the embodiments of this application from a methodological perspective. To achieve the above functions, it includes corresponding hardware structures and / or software modules for executing each function. Those skilled in the art should readily recognize that, in conjunction with the units and algorithm steps of the various examples described in the embodiments disclosed herein, the embodiments of this application can be implemented in hardware or a combination of hardware and computer software. Whether a function is executed in hardware or by computer software driving hardware depends on the specific application and design constraints of the technical solution. Those skilled in the art can use different methods to implement the described functions for each specific application, but such implementation should not be considered beyond the scope of this application.

[0108] This application embodiment can divide the communication device into functional modules according to the above method example. For example, each function can be divided into its own functional module, or two or more functions can be integrated into one processing module. The integrated module can be implemented in hardware or as a software functional module. Optionally, the module division in this application embodiment is illustrative and only represents one logical functional division; other division methods may be used in actual implementation.

[0109] Figure 5 This is a schematic diagram of the structure of a communication problem processing device provided in an embodiment of this application, as shown below. Figure 5 As shown, the processing device 50 for this communication problem includes: a determination module 501 and a processing module 502.

[0110] The determination module 501 is used to determine the location information of the user terminal within the time period including the time of the complaint.

[0111] The aforementioned determining module 501 is also used to determine multiple suspected cells based on the location information of the user terminal within the time period including the time of the complaint.

[0112] The aforementioned determining module 501 is also used to obtain the cell parameters of each of the multiple suspected cells, and to determine the problem cell from the multiple suspected cells based on the cell parameters of each of the multiple suspected cells.

[0113] The aforementioned determining module 501 is also used to determine the communication problem occurring in the problem cell based on the cell parameters of the problem cell;

[0114] Processing module 502 is used to generate solutions to communication problems.

[0115] As one possible implementation, the cell parameters include: the utilization rate of the physical resource block (PRB) during busy hours, the interference noise level, and alarm information. The determination module 501 is specifically used to: for each of the multiple suspected cells, if the cell parameters of the suspected cell meet preset conditions, determine the suspected cell as a problem cell; wherein, the preset conditions include at least one of the following: the utilization rate of the physical resource block (PRB) during busy hours of the suspected cell is greater than or equal to a first preset threshold; the interference noise level of the suspected cell is less than a second preset threshold; and the alarm information of the suspected cell includes cell fault alarm information.

[0116] As one possible implementation, the determining module 501 is specifically used to: determine the communication problem of the problem cell as a high-load problem when the utilization rate of the Physical Resource Block (PRB) during busy hours of the problem cell is greater than or equal to a first preset threshold; determine the communication problem of the problem cell as a cell interference problem when the interference noise level of the problem cell is less than a second preset threshold; and determine the communication problem of the problem cell as a cell fault problem when the alarm information of the problem cell includes cell fault alarm information.

[0117] As one possible implementation, the processing module 502 is specifically used to: generate a solution for the communication problem in the problematic cell when the communication problem is a high cell load problem, which is to expand the capacity of the problematic cell or perform load balancing; generate a solution for the communication problem in the problematic cell when the communication problem is a cell interference problem, which is to perform interference optimization and troubleshooting on the problematic cell; and generate a solution for the communication problem in the problematic cell when the communication problem is a cell fault problem, which is to perform fault handling on the problematic cell.

[0118] As one possible implementation, the processing module 502 is also used to: obtain a user profile of the user terminal; determine the communication problem of the user terminal based on the user profile; and generate a solution corresponding to the communication problem.

[0119] In the case of implementing the functions of the integrated modules described above in hardware, the embodiments of this application provide... Figure 6 The device shown is for processing communication problems. Figure 6 As shown, the communication problem processing device 60 includes a processor 602 and a bus 604. Optionally, the communication problem processing device 60 may also include a memory 601; alternatively, the communication problem processing device 60 may also include a communication interface 603.

[0120] Processor 602 may implement or execute various exemplary logic blocks, modules, and circuits described in conjunction with the disclosure of this application. Processor 602 may be a central processing unit, a general-purpose processor, a digital signal processor, an application-specific integrated circuit (ASIC), a field-programmable gate array (FPGA), or other programmable logic devices, transistor logic devices, hardware components, or any combination thereof. It may implement or execute various exemplary logic blocks, modules, and circuits described in conjunction with the disclosure of this application. Processor 602 may also be a combination that implements computing functions, such as including one or more microprocessor combinations, a combination of a DSP and a microprocessor, etc.

[0121] Communication interface 603 is used to connect to other devices via a communication network. This communication network can be Ethernet, wireless access network, wireless local area network (WLAN), etc.

[0122] The memory 601 may be a read-only memory (ROM) or other type of static storage device capable of storing static information and instructions, random access memory (RAM) or other type of dynamic storage device capable of storing information and instructions, or electrically erasable programmable read-only memory (EEPROM), disk storage medium or other magnetic storage device, or any other medium capable of carrying or storing desired program code in the form of instructions or data structures and accessible by a computer, but is not limited thereto.

[0123] As one possible implementation, the memory 601 can exist independently of the processor 602. The memory 601 can be connected to the processor 602 via a bus 604 and is used to store instructions or program code. When the processor 602 calls and executes the instructions or program code stored in the memory 601, it can implement the communication problem handling method provided in the embodiments of this application.

[0124] In another possible implementation, the memory 601 can also be integrated with the processor 602.

[0125] Bus 604 can be an extended industry standard architecture (EISA) bus, etc. Bus 604 can be divided into address bus, data bus, control bus, etc. For ease of representation, Figure 6 The bus is represented by a single thick line, but this does not mean that there is only one bus or one type of bus.

[0126] This application also provides a computer-readable storage medium, which includes computer-executable instructions that, when executed on a computer, cause the computer to perform the method provided in the above embodiments.

[0127] This application also provides a computer program product that can be directly loaded into a memory and contains software code. After being loaded and executed by a computer, the computer program product can implement the methods provided in the above embodiments.

[0128] Those skilled in the art will recognize that, in one or more of the examples above, the functions described in this application can be implemented using hardware, software, firmware, or any combination thereof. When implemented in software, these functions can be stored in a computer-readable medium or transmitted as one or more instructions or code on a computer-readable medium. Computer-readable media include computer storage media and communication media, wherein communication media include any medium that facilitates the transfer of a computer program from one place to another. Storage media can be any available medium accessible to a general-purpose or special-purpose computer.

[0129] The above description is merely a specific embodiment of this application, but the scope of protection of this application is not limited thereto. Any changes or substitutions within the technical scope disclosed in this application should be included within the scope of protection of this application. Therefore, the scope of protection of this application should be determined by the scope of the claims.

Claims

1. A method for handling communication problems, characterized in that, The method includes: Determine the location information of the user terminal within the time period including the time of the complaint; the time period is a continuous time window before and after the time of the complaint; The cell corresponding to each location in the location information of the user terminal within the time period including the time of the complaint is used as a suspected cell to identify multiple suspected cells; the location information includes multiple locations. The cell parameters of each suspected cell among the plurality of suspected cells are obtained. The cell parameters include: physical resource block (PRB) utilization rate during busy hours, interference noise level, alarm information, and time correlation. The time correlation is used to describe the correlation between the time point when the user terminal is located in the suspected cell and the time point of the complaint. For each of the multiple suspected cells, if the cell parameters of the suspected cell meet the preset conditions, the suspected cell is determined to be a problem cell; The preset conditions include at least one of the following: The utilization rate of the Physical Resource Block (PRB) during busy hours of the suspected cell is greater than or equal to a first preset threshold. The interference noise level of the suspected cell is less than the second preset threshold; The alarm information of the suspected community includes community fault alarm information; If the busy-hour physical resource block (PRB) of the problematic cell is greater than or equal to a first preset threshold, the communication problem of the problematic cell is determined to be a cell high-load problem. If the interference noise level of the problematic cell is less than a second preset threshold, the communication problem of the problematic cell is determined to be a cell interference problem. If the alarm information of the problematic cell includes cell fault alarm information, the communication problem of the problematic cell is determined to be a cell fault problem. If the communication problem in the problematic cell is a high-load problem, the solution to the communication problem is to expand the capacity of the problematic cell or perform load balancing. If the communication problem of the problematic cell is a cell interference problem, the solution generated for the communication problem is to perform interference optimization and troubleshooting on the problematic cell. If the communication problem in the problematic cell is a cell fault, the solution generated for the communication problem is to handle the fault in the problematic cell.

2. The method according to claim 1, characterized in that, The method further includes: Obtain the user profile of the user terminal; Based on the user profile, determine the communication problems of the user terminal; For the aforementioned communication problem, a solution corresponding to the communication problem is generated.

3. A device for processing communication problems, characterized in that, The device includes: The determination module is used to determine the location information of the user terminal within a time period including the time of the complaint; the time period is a continuous time window before and after the time of the complaint. The determining module is further configured to identify multiple suspected cells by using the cell corresponding to each location in the location information of the user terminal within the time period including the complaint time point; the location information includes multiple locations. The determining module is further configured to obtain cell parameters for each of the plurality of suspected cells, the cell parameters including: physical resource block (PRB) utilization rate during busy hours, interference noise level, alarm information, and time correlation; the time correlation is used to describe the correlation between the time point when the user terminal is located in the suspected cell and the time point of the complaint. The determining module is further configured to, for each of the plurality of suspected cells, determine the suspected cell as a problem cell if the cell parameters of the suspected cell meet preset conditions; The preset conditions include at least one of the following: The utilization rate of the Physical Resource Block (PRB) during busy hours of the suspected cell is greater than or equal to a first preset threshold. The interference noise level of the suspected cell is less than the second preset threshold; The alarm information of the suspected community includes community fault alarm information; The determining module is further configured to: determine the communication problem of the problem cell as a high-load problem when the utilization rate of the cell busy-hour physical resource block (PRB) of the problem cell is greater than or equal to a first preset threshold; determine the communication problem of the problem cell as a cell interference problem when the interference noise level of the problem cell is less than a second preset threshold; and determine the communication problem of the problem cell as a cell fault problem when the alarm information of the problem cell includes cell fault alarm information. Processing module, used for: If the communication problem in the problematic cell is a high-load problem, the solution to the communication problem is to expand the capacity of the problematic cell or perform load balancing. If the communication problem of the problematic cell is a cell interference problem, the solution generated for the communication problem is to perform interference optimization and troubleshooting on the problematic cell. If the communication problem in the problematic cell is a cell fault, the solution generated for the communication problem is to handle the fault in the problematic cell.

4. The apparatus according to claim 3, characterized in that, The processing module is further configured to: Obtain the user profile of the user terminal; Based on the user profile, determine the communication problems of the user terminal; For the aforementioned communication problem, a solution corresponding to the communication problem is generated.

5. A device for processing communication problems, characterized in that, It includes a processor that, when executing a computer program, implements the method for handling communication problems as described in any one of claims 1 to 2.

6. A computer-readable storage medium, characterized in that, The computer-readable storage medium includes computer instructions; wherein, when the computer instructions are executed, the method for processing the communication problem as described in any one of claims 1 to 2 is implemented.

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