A network fault reporting and intelligent dispatching system

Abstract

The present invention discloses a network fault reporting and intelligent dispatching system, and relates to the field of network fault reporting. A network fault reporting and intelligent dispatching system, comprising a network fault detection module, a network fault reporting module, a system automatic dispatching module and a work order processing module. The present invention solves the problem that the existing fault reporting system needs to manually report through the fault reporting interface when a fault occurs, which is inefficient and cannot realize automatic dispatching, thereby leading to low work efficiency. The present invention solves the problem of slow manual dispatching and low efficiency by classifying the stored fault work orders, improves the accuracy of dispatching, is conducive to improving the completion efficiency of fault work orders, and avoids the situation where the work order exceeds the time limit. Users can evaluate the fault completion status of technicians, which is convenient for understanding user satisfaction and improves the processing efficiency of work orders.

Description

Technical Field

[0001] The present invention relates to the technical field of network fault reporting, and in particular to a network fault reporting and intelligent dispatching system. Background Art

[0002] With the rapid development of information technology and the Internet, people's demand for network services is gradually increasing. For example, emerging network technologies such as data centers, cloud services, and virtual private networks (VPNs) are also being widely used in life. However, when a network failure occurs, it is necessary to report the failure in a timely manner to ensure that the failure can be solved in a timely manner. The invention with application number CN201910704208.4 discloses a fault reporting method, system, and computer storage medium. When a device fails, the implementation method selects a fault reporting mode option through a fault reporting interface generated by a fault reporting request, and reports the fault information generated by the selected fault reporting mode option. Thereby, it is possible to report multiple process lines for faults; it solves a series of problems such as untimely fault reporting caused by traditional fault management methods, thereby realizing effective management of fault reporting and improving the reliability of fault reporting.

[0003] The above patent has the following defects when reporting faults: when a fault occurs, it is necessary to manually report it through the fault reporting interface, which is inefficient, and after the fault is reported, maintenance personnel need to be arranged for repair, and automatic dispatching cannot be achieved, which wastes time and leads to low work efficiency; therefore, it does not meet existing needs. We have proposed a network fault reporting and intelligent dispatching system. Summary of the invention

[0004] The purpose of the present invention is to provide a network fault reporting and intelligent dispatching system. By classifying the stored fault work orders, different types of fault work orders can be classified and reported, so as to prescribe the right medicine for the right disease, ensure the efficiency of fault work order dispatch and processing, solve the problems of slow speed and low efficiency of manual dispatch, save the time of dispatching network fault work orders, thereby effectively improving the dispatching efficiency of work orders, so that when the fault work order is dispatched, the nearest technician can be selected for dispatch according to the address of the fault and the location of the technician, thereby improving the accuracy of dispatching, which is beneficial to improving the completion efficiency of the fault work order, avoiding the situation where the work order exceeds the time limit, and facilitating the background management personnel to understand the fault inspection status and subsequent completion status of the work order in real time. Users can evaluate the fault completion status of the technician, which is convenient for understanding the user's satisfaction, improving the processing efficiency of the work order, and solving the problems raised in the above-mentioned background technology.

[0005] To achieve the above object, the present invention provides the following technical solution: a network fault reporting and intelligent dispatching system, comprising:

[0006] The network fault detection module is used to analyze key performance indicators for measuring network performance and common network faults, and classify the faults after associating them, and store them in the fault database. At the same time, it obtains multiple network data packets and analyzes the contents of multiple network data packets and determines whether a network fault occurs based on the contents of the multiple network data packets to generate a judgment result.

[0007] The network fault reporting module is used to number the detected network faults, input the fault information into the fault reporting keyword recognition database, and obtain the corresponding reporting keyword information at the same time. The obtained reporting keyword information is processed separately to generate corresponding fault work orders, and the fault work orders are integrated into a collection of work orders to be dispatched, and then the collection of work orders to be dispatched is input into the central processing unit to report the fault work orders separately.

[0008] The system's automatic dispatching module is used to build a work order dispatching model based on the set of work orders to be dispatched, the set of technician information and the set of operation and maintenance resources, obtain the fault location in the fault work order, obtain the corresponding map information according to the current location of the technician ID, use the map information to determine the route information between the current location and multiple fault locations, and send the route information and fault information to the maintenance terminal corresponding to the nearby technician ID to dispatch the fault work order.

[0009] The work order processing module is used to dispatch the fault work order to the mini program with corresponding permissions, obtain the declaration response information matching the fault work order, and then feedback the technician's order acceptance information to the corresponding user to obtain the interactive service result. The service result includes the declaration acceptance time and the task undertaker. After the technician completes the processing of the dispatched fault work order, he / she uploads the completion status to the mini program, and the mini program feeds back the result to the central processor. When the technician completes the current fault work order, a maintenance report is generated, and then the task is checked, and the task enters the completed work order list.

[0010] Preferably, the network fault detection module includes:

[0011] The data storage module is used to analyze key performance indicators for measuring network performance and common network faults, classify the faults after correlation, and store them in the fault database.

[0012] The data acquisition module is used to acquire multiple network data packets and analyze the contents of the multiple network data packets.

[0013] The fault detection module is used to determine whether a network fault occurs according to the analysis results of the contents of a plurality of network data packets to generate a determination result.

[0014] Preferably, the detection process of the network fault detection module specifically includes:

[0015] First, the contents of the plurality of network data packets are analyzed to detect the survival time values ​​of the plurality of network data packets from the contents of the plurality of network data packets.

[0016] Then, whether the network failure occurs is determined according to the survival time values ​​of the plurality of network data packets.

[0017] When it is detected that the survival time value of one of the plurality of network data packets is not decreasing in sequence, it is determined that a network failure has occurred.

[0018] Finally, the fault that has occurred is compared with the network fault data in the fault database to determine the type of network fault, and the result is transmitted to the fault reporting module for network fault reporting.

[0019] Preferably, the reporting process of the network fault reporting module specifically includes:

[0020] A fault reporting keyword recognition database is established, and the fault reporting keyword recognition database is composed of a set of fault reporting keyword data sets.

[0021] The detected network faults are numbered as the first network fault, the second network fault, ... the Nth network fault, and the fault information is input into a fault reporting keyword recognition database to obtain the first reporting keyword information, the second reporting keyword information, ... the Nth reporting keyword information.

[0022] The first declared keyword information, the second declared keyword information...the Nth declared keyword information are processed separately to generate the first fault work order, the second fault work order...the Nth fault work order, the first fault work order, the second fault work order...the Nth fault work order are integrated to form a collection of work orders to be dispatched, and the collection of work orders to be dispatched is input into the central processing unit to declare the fault work orders separately.

[0023] Preferably, the dispatching process of the automatic dispatching module of the system specifically includes:

[0024] Get the fault location in the fault work order, and get the corresponding map information based on the current location of the technician ID.

[0025] The shortest straight-line distance between the current position of the technician identification and the fault position in the fault work order is obtained.

[0026] The first scanning range radius is set based on the shortest straight line distance. The first scanning range radius is obtained by the following formula:

[0027]

[0028] Wherein, R1 represents the radius of the first scanning range. Rmin represents the shortest straight-line distance between the current location of the technician identification and the fault location in the fault work order. R0 represents the preset calibration distance with the fault location as the endpoint, and the calibration distance value range is 3.0km-4.5km. n represents the total number of technician identifications within the range of R0. m represents the total number of technician identifications within the spacing range between Rmin and R0.

[0029] The first scanning range is formed with the fault position in the fault work order as the center of the circle and the first scanning range radius as the center of the circle and the corresponding radius.

[0030] The technician identification included in the first scanning range and the corresponding current position are obtained as the first target technician identification, and the corresponding map information is obtained for the current position of the first target technician identification.

[0031] The route information between the current position of the first target technician identification and the fault position is determined by using the map information, and the route information and the fault information are sent to the maintenance terminal corresponding to the first target technician identification.

[0032] Monitor in real time whether there are technicians corresponding to the maintenance terminals who have accepted orders, and adjust the scanning range based on the order situation.

[0033] Preferably, the real-time monitoring of whether there is an order received by a technician corresponding to the maintenance terminal, and adjusting the scanning range according to the order received, includes:

[0034] Real-time monitoring is performed to determine whether a technician corresponding to a maintenance terminal has accepted an order. If no maintenance terminal corresponding to a technician identifier included in the current first scanning range has accepted an order within a preset time period, a second scanning range radius is set according to the first scanning range radius. The second scanning range radius is obtained by the following formula:

[0035]

[0036]

[0037] Wherein, R2 represents the radius of the first scanning range, ΔN represents the change ratio between the number of technician identifications within the R0 range corresponding to the moment when the second scanning range radius is set and the number of technician identifications within the R0 range corresponding to the moment when the first scanning range radius is set. n1 and n2 represent the number of technician identifications within the R0 range corresponding to the moment when the first scanning range radius is set and the number of technician identifications within the R0 range corresponding to the moment when the second scanning range radius is set, respectively, and when

[0038] hour,

[0039]

[0040] The second scanning range is formed with the fault position in the fault work order as the center of the circle and the radius of the second scanning range as the center of the circle and the corresponding radius.

[0041] The technician identification included in the second scanning range and the corresponding current position are obtained as the second target technician identification, and the corresponding map information is obtained for the current position of the second target technician identification.

[0042] The route information between the current position of the second target technician identification and the fault position is determined by using the map information, and the route information and the fault information are sent to the maintenance terminal corresponding to the second target technician identification.

[0043] Preferably, the operation and maintenance resource set includes several types of operation and maintenance resources and the surplus of each operation and maintenance resource. The set of work orders to be dispatched includes the demand of each work order for each operation and maintenance resource and the preset authority, preset quality and preset completion time of each work order. In the technician information set, any technician information also includes the authority and work status of the corresponding technician. The technician information set includes several technician information. Each technician information includes the historical average completion quality and historical average completion time of the corresponding technician completing each type of work. The work order dispatch model is composed of the sum of the work order completion quality, the sum of the work order completion time, the maximization of technician utilization, the sum of the work order waiting time and constraints.

[0044] Preferably, the constraint condition includes at least one of an authority constraint condition, a work status constraint condition, a quality constraint condition and a time constraint condition, wherein

[0045] Permission constraints are used to limit the permissions of the technician who receives the work order to be greater than or equal to the preset permissions of the work order.

[0046] Work status constraint is used to limit the work status of the technician assigned to the work order to idle.

[0047] The quality constraint is used to restrict the technician who receives the work order to complete the work type corresponding to the work order to a historical average completion quality greater than or equal to the preset quality of the work order.

[0048] The time constraint is used to limit the historical average completion time of the technician who receives the work order to complete the work type corresponding to the work order to be less than or equal to the preset completion time of the work order.

[0049] Resource constraints are used to limit the remaining amount of any operation and maintenance resource to be greater than or equal to the demand for any operation and maintenance resource by all work orders in the set of work orders to be dispatched.

[0050] Preferably, the work order processing module includes

[0051] The work order dispatching module is used to dispatch fault work orders to mini-programs with corresponding permissions and obtain declaration response information that matches the fault work orders.

[0052] The interactive service module is used to feed back the technician's order information to the corresponding user, obtain the interactive service results, and determine whether the user's network fault reporting information has been resolved. The service results include the reporting acceptance time and the task undertaker.

[0053] The information upload module is used to upload the completion status of the assigned fault work order to the mini program after the processing is completed. The mini program will feed back the results to the central processor. The work order completion status includes: task completion time, fault handling personnel signature and task completion status.

[0054] The service evaluation module is used for users to make corresponding evaluations on the handling of network fault reporting information, and the evaluation includes at least one of the fault reporter, fault reporting time and fault reporter evaluation.

[0055] Preferably, the workflow of the work order processing module specifically includes:

[0056] First, the fault work order is dispatched to the mini-program with corresponding permissions through the work order dispatching module to obtain the declaration response information matching the fault work order, that is, the technician accepts the order.

[0057] The technician's order information is then fed back to the corresponding user to obtain an interactive service result. Based on the interactive service result, it is determined whether the user's network fault reporting information has been resolved. If the user's network fault reporting information has not been resolved, a manual service instruction is obtained. If the network fault reporting information has been resolved, the module enters the situation handling evaluation module to conduct a corresponding evaluation of the handling situation.

[0058] Finally, after the technician completes the processing of the assigned fault work order, he / she uploads the completion status to the mini program through the information upload module. The mini program feeds the results back to the central processor. When the technician completes the current fault work order, a maintenance report is generated, and then the task is checked, and the task is included in the completed work order list.

[0059] When encountering more urgent orders, the voice reminder function on the mini program will be used to prompt, and the technicians will give priority to handling the fault work orders based on the urgency of the fault.

[0060] Compared with the prior art, the present invention has the following beneficial effects:

[0061] 1. The present invention classifies the stored fault work orders and reports them separately according to different types of fault work orders, thereby realizing classification and reporting of different types of fault work orders. When the work orders are dispatched, they are dispatched to corresponding technicians according to the types of fault work orders, achieving the right medicine for the case, ensuring the efficiency of fault work order dispatch and processing, and completing the appropriate dispatch of fault work orders without manual participation, solving the problems of slow and low efficiency of manual dispatch, saving the time spent in dispatching network fault work orders, and thus effectively improving the dispatch efficiency of work orders.

[0062] 2. The present invention obtains the fault location in the fault work order, obtains the corresponding map information according to the current location of the technician identification, uses the map information to determine the route information between the current location and multiple fault locations, and sends the route information and fault information to the maintenance terminal corresponding to the nearby technician identification to dispatch the fault work order. When the fault work order is dispatched, a nearby technician is selected for dispatch based on the address of the fault and the location of the technician, which improves the accuracy of dispatching and is conducive to improving the completion efficiency of the fault work order.

[0063] 3. The present invention gives priority to handling the faults that the technician is good at according to the type of fault work order dispatched on the mini program. If there is a fault work order that cannot be handled in time, the work order will be released to avoid the situation where the work order exceeds the time limit. When the work order is completed, the completion status will be uploaded to facilitate the background management personnel to understand the fault inspection status and subsequent completion status of the work order in real time. Users can evaluate the technician's fault completion status to facilitate understanding of user satisfaction. Through voice reminders, emergency work orders can be prioritized, thereby improving the processing efficiency of work orders. BRIEF DESCRIPTION OF THE DRAWINGS

[0064] Figure 1 It is a schematic diagram of a module of the present invention;

[0065] Figure 2 A flowchart of a technician processing a work order of the present invention;

[0066] Figure 3 This is a flow chart of the network fault reporting and intelligent dispatching system of the present invention. DETAILED DESCRIPTION

[0067] The following will be combined with the drawings in the embodiments of the present invention to clearly and completely describe the technical solutions in the embodiments of the present invention. Obviously, the described embodiments are only part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present invention.

[0068] In order to solve the problem that the existing fault reporting system requires manual reporting through the fault reporting interface when a fault occurs, which is inefficient, and after the fault is reported, maintenance personnel need to be arranged for repair, which cannot realize automatic dispatching, wastes time, and thus leads to low work efficiency, please refer to Figure 1-Figure 3 , this embodiment provides the following technical solutions:

[0069] A network fault reporting and intelligent dispatching system, comprising:

[0070] The network fault detection module is used to analyze key performance indicators for measuring network performance and common network faults, and classify the faults after associating them, and store them in the fault database. At the same time, it obtains multiple network data packets and analyzes the contents of multiple network data packets and determines whether a network fault occurs based on the contents of the multiple network data packets to generate a judgment result.

[0071] The network fault reporting module is used to number the detected network faults, input the fault information into the fault reporting keyword recognition database, and obtain the corresponding reporting keyword information at the same time. The obtained reporting keyword information is processed separately to generate corresponding fault work orders, and the fault work orders are integrated into a collection of work orders to be dispatched, and then the collection of work orders to be dispatched is input into the central processing unit to report the fault work orders separately.

[0072] The system's automatic dispatching module is used to build a work order dispatching model based on the set of work orders to be dispatched, the set of technician information and the set of operation and maintenance resources, obtain the fault location in the fault work order, obtain the corresponding map information according to the current location of the technician ID, use the map information to determine the route information between the current location and multiple fault locations, and send the route information and fault information to the maintenance terminal corresponding to the nearby technician ID to dispatch the fault work order.

[0073] The work order processing module is used to dispatch the fault work order to the mini program with corresponding permissions, obtain the declaration response information matching the fault work order, that is, the technician accepts the order, and then feeds back the technician's order acceptance information to the corresponding user to obtain the interactive service result. The service result includes the declaration acceptance time and the task undertaker. After the technician completes the processing of the dispatched fault work order, he / she uploads the completion status to the mini program, and the mini program feeds back the result to the central processor. When the technician completes the current fault work order, a maintenance report is generated, and then the task is checked, and the task enters the completed work order list.

[0074] Network fault detection module, including:

[0075] The data storage module is used to analyze key performance indicators for measuring network performance and common network faults, classify the faults after correlation, and store them in the fault database.

[0076] The data acquisition module is used to acquire multiple network data packets and analyze the contents of the multiple network data packets.

[0077] The fault detection module is used to determine whether a network fault occurs according to the analysis results of the contents of a plurality of network data packets to generate a determination result.

[0078] The detection process of the network fault detection module specifically includes:

[0079] First, the contents of the plurality of network data packets are analyzed to detect the survival time values ​​of the plurality of network data packets from the contents of the plurality of network data packets.

[0080] Then, whether the network failure occurs is determined according to the survival time values ​​of the plurality of network data packets.

[0081] When it is detected that the survival time value of one of the plurality of network data packets is not decreasing in sequence, it is determined that a network failure has occurred.

[0082] Finally, the fault that has occurred is compared with the network fault data in the fault database to determine the type of network fault, and the result is transmitted to the fault reporting module for network fault reporting.

[0083] When detecting network faults, the system first analyzes common network faults, establishes a corresponding fault database, and classifies the fault types. Secondly, it obtains multiple network data packets and detects the survival time values ​​of multiple network data packets, and determines whether there is a fault based on the survival time value. When it is determined that a fault exists, the fault is compared with the data in the fault database and the type of fault is determined. In this way, the efficiency of network fault detection and diagnosis is effectively improved, the user's service experience is guaranteed, and certain conveniences are provided for fault reporting.

[0084] The reporting process of the network fault reporting module includes:

[0085] A fault reporting keyword recognition database is established, and the fault reporting keyword recognition database is composed of a set of fault reporting keyword data sets.

[0086] The detected network faults are numbered as the first network fault, the second network fault, ... the Nth network fault, and the fault information is input into a fault reporting keyword recognition database to obtain the first reporting keyword information, the second reporting keyword information, ... the Nth reporting keyword information.

[0087] The first declared keyword information, the second declared keyword information...the Nth declared keyword information are processed separately to generate the first fault work order, the second fault work order...the Nth fault work order, the first fault work order, the second fault work order...the Nth fault work order are integrated to form a collection of work orders to be dispatched, and the collection of work orders to be dispatched is input into the central processing unit to declare the fault work orders separately.

[0088] The system establishes a fault reporting keyword recognition database, and inputs the fault information reported by the fault reporting module into the fault reporting keyword recognition database, obtains the current fault reporting keyword information, processes the current fault reporting keyword information, generates and stores the fault work orders, classifies the stored fault work orders, and reports them separately according to different types of fault work orders, thereby realizing classification and reporting of different types of fault work orders. When the work orders are dispatched, they are dispatched to the corresponding technicians according to the type of fault work orders, achieving the right medicine for the right disease, ensuring the efficiency of fault work order dispatch and processing, and completing the appropriate dispatch of fault work orders without manual participation, solving the problems of slow and inefficient manual dispatch, saving the time spent on dispatching network fault work orders, and effectively improving the dispatch efficiency of work orders.

[0089] The dispatching process of the system's automatic dispatching module specifically includes:

[0090] Get the fault location in the fault work order, and get the corresponding map information based on the current location of the technician ID.

[0091] Get the shortest straight-line distance between the current location of the technician ID and the fault location in the fault work order.

[0092] The first scanning range radius is set based on the shortest straight line distance. The first scanning range radius is obtained by the following formula:

[0093]

[0094] Wherein, R1 represents the radius of the first scanning range. Rmin represents the shortest straight-line distance between the current location of the technician identification and the fault location in the fault work order. R0 represents the preset calibration distance with the fault location as the endpoint, and the calibration distance value range is 3.0km-4.5km. n represents the total number of technician identifications within the range of R0. m represents the total number of technician identifications within the spacing range between Rmin and R0.

[0095] The first scanning range is formed with the fault position in the fault work order as the center of the circle and the first scanning range radius as the center of the circle and the corresponding radius.

[0096] The technician identification included in the first scanning range and the corresponding current position are obtained as the first target technician identification, and the corresponding map information is obtained for the current position of the first target technician identification.

[0097] The route information between the current position of the first target technician identification and the fault position is determined by using the map information, and the route information and the fault information are sent to the maintenance terminal corresponding to the first target technician identification.

[0098] Monitor in real time whether there are technicians corresponding to the maintenance terminals who have accepted orders, and adjust the scanning range based on the order situation.

[0099] The principle and effect of the above technical solution are as follows: through the above method, the rationality of the first scanning range radius and its corresponding first scanning range setting can be effectively improved, and through the rationality setting of the first scanning range radius and the first scanning range, targeted settings can be made according to the distance relationship between the shortest straight-line distance between the current position of the technician identification and the fault location in the fault work order and the preset calibration distance with the fault location as the endpoint, thereby improving the rationality of the first scanning range radius and its corresponding first scanning range setting, and combining the current number of technician identifications to set the first scanning range, which can maximize the success rate of order acceptance within the scanning range.

[0100] Monitor in real time whether there are technicians corresponding to the maintenance terminal who have accepted orders, and adjust the scanning range according to the order situation, including:

[0101] Real-time monitoring is performed to determine whether a technician corresponding to a maintenance terminal has accepted an order. If no maintenance terminal corresponding to a technician identifier included in the current first scanning range has accepted an order within a preset time period, a second scanning range radius is set according to the first scanning range radius. The second scanning range radius is obtained by the following formula:

[0102]

[0103]

[0104] Wherein, R2 represents the radius of the first scanning range, ΔN represents the change ratio between the number of technician identifications within the R0 range corresponding to the moment when the second scanning range radius is set and the number of technician identifications within the R0 range corresponding to the moment when the first scanning range radius is set. n1 and n2 represent the number of technician identifications within the R0 range corresponding to the moment when the first scanning range radius is set and the number of technician identifications within the R0 range corresponding to the moment when the second scanning range radius is set, respectively, and when

[0105] hour,

[0106]

[0107] The second scanning range is formed with the fault position in the fault work order as the center of the circle and the radius of the second scanning range as the center of the circle and the corresponding radius.

[0108] The technician identification included in the second scanning range and the corresponding current position are obtained as the second target technician identification, and the corresponding map information is obtained for the current position of the second target technician identification.

[0109] The route information between the current position of the second target technician identification and the fault position is determined by using the map information, and the route information and the fault information are sent to the maintenance terminal corresponding to the second target technician identification.

[0110] The above method can effectively improve the rationality of the second scanning range radius and the corresponding second scanning range setting. The rationality setting of the second scanning range radius and the second scanning range can be targeted according to the distance relationship between the shortest straight-line distance between the current position of the technician identification and the fault location in the fault work order and the preset calibration distance with the fault location as the endpoint. Then, while improving the rationality of the second scanning range radius and the corresponding second scanning range setting, the second scanning range setting is performed in combination with the change rate of the current number of technician identifications, which can maximize the success rate of order acceptance within the scanning range.

[0111] The operation and maintenance resource set includes several types of operation and maintenance resources and the surplus of each operation and maintenance resource. The set of work orders to be dispatched includes the demand of each work order for each operation and maintenance resource and the preset authority, preset quality and preset completion time of each work order. In the technician information set, any technician information also includes the authority and work status of the corresponding technician. The technician information set includes several technician information. Each technician information includes the historical average completion quality and historical average completion time of the corresponding technician completing each type of work. The work order dispatch model is composed of the sum of the work order completion quality, the sum of the work order completion time, the maximization of technician utilization, the sum of the work order waiting time and constraints.

[0112] The constraint condition includes at least one of the following: authority constraint condition, work status constraint condition, quality constraint condition and time constraint condition.

[0113] Permission constraints are used to limit the permissions of the technician who receives the work order to be greater than or equal to the preset permissions of the work order.

[0114] Work status constraint is used to limit the work status of the technician assigned to the work order to idle.

[0115] The quality constraint is used to restrict the technician who receives the work order to complete the work type corresponding to the work order to a historical average completion quality greater than or equal to the preset quality of the work order.

[0116] The time constraint is used to limit the historical average completion time of the technician who receives the work order to complete the work type corresponding to the work order to be less than or equal to the preset completion time of the work order.

[0117] Resource constraints are used to limit the remaining amount of any operation and maintenance resource to be greater than or equal to the demand for any operation and maintenance resource by all work orders in the set of work orders to be dispatched.

[0118] The system obtains the fault location in the fault work order, obtains the corresponding map information according to the current location of the technician identification, uses the map information to determine the route information between the current location and multiple fault locations, and sends the route information and fault information to the maintenance terminal corresponding to the nearby technician identification to dispatch the fault work order. When the fault work order is dispatched, the nearest technician is selected for dispatch according to the fault address and the technician's location, which improves the accuracy of dispatching and is conducive to improving the completion efficiency of the fault work order.

[0119] Work order processing module, including

[0120] The work order dispatching module is used to dispatch fault work orders to mini-programs with corresponding permissions and obtain declaration response information that matches the fault work orders.

[0121] The interactive service module is used to feed back the technician's order information to the corresponding user, obtain the interactive service results, and determine whether the user's network fault reporting information has been resolved. The service results include the reporting acceptance time and the task undertaker.

[0122] The information upload module is used to upload the completion status of the assigned fault work order to the mini program after the processing is completed. The mini program will feed back the results to the central processor. The work order completion status includes: task completion time, fault handling personnel signature and task completion status.

[0123] The service evaluation module is used for users to make corresponding evaluations on the handling of network fault reporting information, and the evaluation includes at least one of the fault reporter, fault reporting time and fault reporter evaluation.

[0124] The workflow of the work order processing module includes:

[0125] First, the fault work order is dispatched to the mini-program with corresponding permissions through the work order dispatching module to obtain the declaration response information matching the fault work order, that is, the technician accepts the order.

[0126] The technician's order information is then fed back to the corresponding user to obtain an interactive service result. Based on the interactive service result, it is determined whether the user's network fault reporting information has been resolved. If the user's network fault reporting information has not been resolved, a manual service instruction is obtained. If the network fault reporting information has been resolved, the module enters the situation handling evaluation module to conduct a corresponding evaluation of the handling situation.

[0127] Finally, after the technician completes the processing of the assigned fault work order, he / she uploads the completion status to the mini program through the information upload module. The mini program feeds the results back to the central processor. When the technician completes the current fault work order, a maintenance report is generated, and then the task is checked, and the task is included in the completed work order list.

[0128] When encountering more urgent orders, the voice reminder function on the mini program will be used to prompt, and the technicians will give priority to handling the fault work orders based on the urgency of the fault.

[0129] The system allows technicians to prioritize the faults they are good at according to the type of fault work orders dispatched on the mini program. If there is a fault work order that cannot be handled in time, the work order will be released to avoid the situation where the work order exceeds the time limit. When the work order is completed, the completion status will be uploaded to facilitate the back-end management personnel to understand the fault repair status and the subsequent completion status of the work order in real time. Users can evaluate the technician's fault completion status to understand the user's satisfaction. Through voice reminders, it is convenient to prioritize the processing of emergency work orders, which improves the processing efficiency of work orders. Prioritize fault work orders.

[0130] In order to better implement a workflow of a network fault reporting and intelligent dispatching system, the following steps are included:

[0131] Step 1: Analyze key performance indicators that measure network performance and common network faults through the network fault detection module, classify the faults after associating them, and store the classified faults in the fault database. At the same time, obtain multiple network data packets and analyze the contents of the multiple network data packets and judge whether a network fault occurs based on the contents of the multiple network data packets to generate a judgment result. By classifying the stored fault work orders when dispatching the fault, different types of fault work orders are reported separately, thereby realizing the classification and reporting of different types of fault work orders.

[0132] Step 2: When a network fault is detected, the network fault reporting module will number the detected network fault, and input the fault information into the fault reporting keyword recognition database, and obtain the corresponding reporting keyword information at the same time, process the obtained reporting keyword information separately, generate the corresponding fault work order, and then integrate the fault work orders into a collection of work orders to be dispatched, and then input the collection of work orders to be dispatched into the central processing unit, and report the fault work orders separately. When the work order is dispatched, it is dispatched to the corresponding technician according to the type of fault work order, so as to prescribe the right medicine for the case, ensure the efficiency of fault work order dispatch and processing, and complete the appropriate dispatch of fault work orders without manual participation, which solves the problem of slow and inefficient manual dispatch, saves the time spent on dispatching network fault work orders, and effectively improves the dispatch efficiency of work orders.

[0133] Step three: Set the technician information set and the operation and maintenance resource set. The system automatic dispatching module builds a work order dispatching model according to the work order set to be dispatched, the technician information set and the operation and maintenance resource set, and then obtains the fault location in the fault work order, obtains the corresponding map information according to the current location of the technician identification, uses the map information to determine the route information between the current location and multiple fault locations, and sends the route information and the fault information to the maintenance terminal corresponding to the nearby technician identification to dispatch the fault work order. By obtaining the fault location in the fault work order, the corresponding map information is obtained according to the current location of the technician identification, and the map information is used to determine the route information between the current location and multiple fault locations, the route information and the fault information are sent to the maintenance terminal corresponding to the nearby technician identification to dispatch the fault work order. When the fault work order is dispatched, the technician nearby is selected for dispatching according to the address of the fault and the location of the technician, which improves the accuracy of dispatching and is conducive to improving the completion efficiency of the fault work order.

[0134] Step 4: Dispatch the fault work order to the mini program with corresponding permissions through the work order processing module, obtain the declaration response information matching the fault work order, that is, the technician accepts the order, and then feeds back the technician's order acceptance information to the corresponding user to obtain the interactive service result. After the technician completes the processing of the dispatched fault work order, he uploads the completion status to the mini program, and the mini program feeds back the result to the central processor. When the technician completes the current fault work order, he generates a maintenance report, and then checks the task, and the task enters the completed work order list. The technician gives priority to handling the faults he is good at according to the type of fault work order dispatched on the mini program. If there is a fault work order that cannot be processed in time, the work order will be given up to avoid the situation where the work order exceeds the time limit. When the work order is completed, the completion status will be uploaded to facilitate the background management personnel to understand the fault maintenance status and subsequent completion status of the work order in real time. Users can evaluate the technician's fault completion status to understand the user's satisfaction.

[0135] 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 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 device.

[0136] Although embodiments of the present invention have been shown and described, it will be appreciated by those skilled in the art that various changes, modifications, substitutions and variations may be made to the embodiments without departing from the principles and spirit of the present invention, and that the scope of the present invention is defined by the appended claims and their equivalents.

Claims

1. A network fault reporting and intelligent dispatching system, characterized by: include: A network fault detection module is used to analyze key performance indicators for measuring network performance and common network faults, and classify the faults after correlating them, and store them in a fault database, and at the same time obtain multiple network data packets and analyze the contents of the multiple network data packets and determine whether a network fault occurs based on the contents of the multiple network data packets to generate a judgment result; The network fault reporting module is used to number the detected network faults, input the fault information into the fault reporting keyword recognition database, obtain the corresponding reporting keyword information, process the obtained reporting keyword information respectively, generate the corresponding fault work order, integrate the fault work orders into a collection of work orders to be dispatched, input the collection of work orders to be dispatched into the central processor, and report the fault work orders respectively; The system automatic dispatching module is used to build a work order dispatching model based on the work order set to be dispatched, the technician information set and the operation and maintenance resource set, obtain the fault location in the fault work order, obtain the corresponding map information according to the current location of the technician identification, use the map information to determine the route information between the current location and multiple fault locations, send the route information and fault information to the maintenance terminal corresponding to the nearby technician identification, and dispatch the fault work order; The dispatching process of the automatic dispatching module specifically includes: Get the fault location in the fault work order, and get the corresponding map information according to the current location of the technician ID; Obtain the shortest straight-line distance between the current position of the technician identification and the fault position in the fault work order; The first scanning range radius is set based on the shortest straight-line distance; wherein the first scanning range radius is obtained by the following formula: Wherein, R1 represents the radius of the first scanning range; R min Indicates the shortest straight-line distance between the current location of the technician ID and the fault location in the fault work order; R0 indicates the preset calibration distance with the fault location as the endpoint, and the calibration distance value range is 3.0km-4.5km; n indicates the total number of technician IDs within the range of R0; m indicates R min The total number of technician identifications within the distance between R0 and R1; The first scanning range is formed with the fault position in the fault work order as the center and the first scanning range radius as the center and the corresponding radius; Acquire the technician identification contained in the first scanning range and the corresponding current position thereof as the first target technician identification, and acquire the corresponding map information for the current position where the first target technician identification is located; Determine route information between the current position of the first target technician identification and the fault position using the map information, and send the route information and the fault information to the maintenance terminal corresponding to the first target technician identification; Monitor in real time whether there are technicians corresponding to the maintenance terminal who have accepted orders, and adjust the scanning range according to the order situation; Real-time monitoring of whether there is an order received by a technician corresponding to the maintenance terminal, and adjustment of the scanning range according to the order received, including: Real-time monitoring is performed to determine whether a technician corresponding to a maintenance terminal has accepted an order. If no maintenance terminal corresponding to a technician identifier included in the current first scanning range has accepted an order within a preset time period, a second scanning range radius is set according to the first scanning range radius. The second scanning range radius is obtained by the following formula: Wherein, R2 represents the radius of the first scanning range, ΔN represents the change ratio between the number of technician identifications within the R0 range corresponding to the moment of setting the second scanning range radius and the number of technician identifications within the R0 range corresponding to the moment of setting the first scanning range radius; n1 and n2 represent the number of technician identifications within the R0 range corresponding to the moment of setting the first scanning range radius and the number of technician identifications within the R0 range corresponding to the moment of setting the second scanning range radius, respectively, and, when hour, The second scanning range is formed with the fault position in the fault work order as the center and the radius of the second scanning range as the center and the corresponding radius; Acquire the technician identification included in the second scanning range and the corresponding current position as the second target technician identification, and acquire the corresponding map information for the current position of the second target technician identification; Determine route information between the current position of the second target technician identification and the fault position using the map information, and send the route information and the fault information to the maintenance terminal corresponding to the second target technician identification; The work order processing module is used to dispatch the fault work order to the mini program with corresponding permissions, obtain the declaration response information matching the fault work order, and then feedback the technician's order acceptance information to the corresponding user to obtain the interactive service result. The service result includes the declaration acceptance time and the task undertaker. After the technician completes the processing of the dispatched fault work order, he / she uploads the completion status to the mini program, and the mini program feeds back the result to the central processor. When the technician completes the current fault work order, a maintenance report is generated, and then the task is checked, and the task enters the completed work order list.

2. A network fault reporting and intelligent dispatching system according to claim 1, characterized in that: The network fault detection module comprises: The data storage module is used to analyze key performance indicators that measure network performance and common network faults, classify the faults after correlation, and store them in the fault database; A data acquisition module, used for acquiring a plurality of network data packets and analyzing the contents of the plurality of network data packets; The fault detection module is used to determine whether a network fault occurs according to the analysis results of the contents of a plurality of network data packets to generate a determination result.

3. A network fault reporting and intelligent dispatching system according to claim 2, characterized in that: The detection process of the network fault detection module specifically includes: First, analyzing the contents of the plurality of network data packets to detect the survival time values ​​of the plurality of network data packets from the contents of the plurality of network data packets; Then, judging whether the network failure occurs according to the survival time values ​​of multiple network data packets; When it is detected that the survival time value of one of the multiple network data packets is not decreasing in sequence, it is determined that a network failure has occurred; Finally, the fault that has occurred is compared with the network fault data in the fault database to determine the type of network fault, and the result is transmitted to the fault reporting module for network fault reporting.

4. A network fault reporting and intelligent dispatching system according to claim 1, characterized in that: The reporting process of the network fault reporting module specifically includes: Establishing a fault reporting keyword recognition database, wherein the fault reporting keyword recognition database is formed by a collection of fault reporting keyword data sets; The detected network faults are numbered as the first network fault, the second network fault, ... the Nth network fault, and the fault information is input into a fault reporting keyword recognition database to obtain first reporting keyword information, second reporting keyword information, ... the Nth reporting keyword information; The first declared keyword information, the second declared keyword information...the Nth declared keyword information are processed separately to generate the first fault work order, the second fault work order...the Nth fault work order, the first fault work order, the second fault work order...the Nth fault work order are integrated to form a collection of work orders to be dispatched, and the collection of work orders to be dispatched is input into the central processing unit to declare the fault work orders separately.

5. A network fault reporting and intelligent dispatching system according to claim 1, characterized in that: The operation and maintenance resource set includes several types of operation and maintenance resources and the surplus of each operation and maintenance resource. The set of work orders to be dispatched includes the demand of each work order for each operation and maintenance resource and the preset authority, preset quality and preset completion time of each work order. In the technician information set, any technician information also includes the authority and work status of the corresponding technician. The technician information set includes several technician information. Each technician information includes the historical average completion quality and historical average completion time of the corresponding technician completing each type of work. The work order dispatch model is composed of the sum of the work order completion quality, the sum of the work order completion time, the maximization of technician utilization, the sum of the work order waiting time and constraints.

6. A network fault reporting and intelligent dispatching system according to claim 5, characterized in that: The constraint condition includes at least one of an authority constraint condition, a work status constraint condition, a quality constraint condition and a time constraint condition, wherein Permission constraints are used to limit the permissions of the technicians who receive the work order to be greater than or equal to the preset permissions of the work order; Work status constraint, used to limit the work status of the technician assigned to the work order to idle; The quality constraint condition is used to restrict the technician who receives the work order to complete the work type corresponding to the work order to a historical average completion quality greater than or equal to the preset quality of the work order; Time constraint conditions are used to limit the historical average completion time of the technician who receives the work order to complete the work type corresponding to the work order to be less than or equal to the preset completion time of the work order; Resource constraints are used to limit the remaining amount of any operation and maintenance resource to be greater than or equal to the demand for any operation and maintenance resource by all work orders in the set of work orders to be dispatched.

7. A network fault reporting and intelligent dispatching system according to claim 1, characterized in that: The work order processing module includes The work order dispatching module is used to dispatch the fault work order to the mini-program with corresponding permissions and obtain the declaration response information matching the fault work order; Interactive service module, used to feed back technician order information to the corresponding user, obtain interactive service results, and determine whether the user's network fault reporting information has been resolved. The service results include the reporting acceptance time and the task undertaker; The information upload module is used to upload the completion status to the mini program after the dispatched fault work order is processed. The mini program will feed back the results to the central processor. The work order completion status includes: task completion time, fault handling personnel signature and task completion status; The service evaluation module is used for users to make corresponding evaluations on the handling of network fault reporting information, and the evaluation includes at least one of the fault reporter, fault reporting time and fault reporter evaluation.

8. A network fault reporting and intelligent dispatching system according to claim 7, characterized in that: The workflow of the work order processing module specifically includes: First, the fault work order is dispatched to the mini program with corresponding permissions through the work order dispatching module to obtain the declaration response information matching the fault work order, that is, the technician accepts the order; Then the technician's order information is fed back to the corresponding user to obtain the interactive service result. According to the interactive service result, it is judged whether the user's network fault reporting information has been resolved. If the user's network fault reporting information has not been resolved, a manual service instruction is obtained. If the network fault reporting information has been resolved, it is transferred to the situation processing evaluation module to conduct a corresponding evaluation of the processing situation. Finally, after the technician completes the processing of the assigned fault work order, he / she uploads the completion status to the mini program through the information upload module, and the mini program feeds the results back to the central processor. When the technician completes the current fault work order, a maintenance report is generated, and then the task is checked, and the task is added to the completed work order list; When encountering more urgent orders, the voice reminder function on the mini program will be used to prompt, and the technicians will give priority to handling the fault work orders based on the urgency of the fault.

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