Automatic pre-processing scheduling method and system for enterprise-wide business failure

Abstract

The application discloses an automatic preprocessing scheduling method and system for wide business faults, belongs to the field of communication technology, and aims to solve the technical problem that a customer complaint / fault cannot be responded quickly due to the lack of preprocessing diagnosis means and adjustment strategies. The method comprises the following steps: radius online state analysis and strategy adjustment, service state analysis and strategy adjustment, group fault and switching analysis and strategy adjustment, and service quality analysis and strategy adjustment. The method can assist comprehensive dispatch personnel in quickly diagnosing and positioning the complaint / fault and processing the complaint / fault, improves problem response efficiency, and improves customer service perception.

Description

TECHNICAL FIELD

[0001] The present application relates to the field of communication technology, in particular to an automatic preprocessing and scheduling method and system for enterprise broadband service failure. BACKGROUND

[0002] Enterprise broadband service is an Internet broadband access service provided by wired optical fiber, which is sold to small and medium-sized enterprise customers. The customer group is wide in business scope. For enterprise broadband users, if the failure cannot be solved in time, it will greatly reduce their use experience and trust in the operator. For the operator, if the complaints cannot be handled in time, it may face the risk of reducing customer satisfaction and customer loss. Therefore, when a failure occurs, it is particularly important to achieve rapid preprocessing diagnosis and scheduling processing. Through overall analysis of radius state, service state, group obstacle / cut, service quality and other data, preprocessing diagnosis modeling is built, and regular scheduling strategies are made for each type of abnormal situation. When receiving complaints / failures, the system automatically performs data analysis, problem definition and scheduling closed loop. The existing mode basically has no preprocessing and directly dispatches the first line for processing after receiving complaints / failures. In addition to the long response cycle, it cannot effectively obtain relevant data information when encountering difficult problems, so it often causes processing timeout or causes secondary complaints from customers, and the overall satisfaction of customers is continuously reduced.

[0003] The technical problem to be solved is that without preprocessing diagnosis means and adjustment strategies, it is impossible to respond quickly to customer complaints / failures. SUMMARY

[0004] The technical task of the present application is to provide an automatic preprocessing and scheduling method and system for enterprise broadband service failure to solve the technical problem that without preprocessing diagnosis means and adjustment strategies, it is impossible to respond quickly to customer complaints / failures.

[0005] The present application provides an automatic preprocessing and scheduling method for enterprise broadband service failure, which comprises the following steps:

[0006] S100, radius online state analysis and strategy adjustment;

[0007] S200, service state analysis and strategy adjustment;

[0008] S300, group obstacle and cut analysis and strategy adjustment;

[0009] S400, service quality analysis and strategy adjustment.

[0010] Preferably, the radius online state analysis and strategy adjustment comprises the following steps:

[0011] Performing radius online state analysis;

[0012] If radius is online, execute step S200, if not online, call restart optical modem service in background, restart through restart optical modem service;

[0013] After restart, reacquire radius online state for analysis, if online, execute step S200, if not online, call operation and maintenance management system interface, dispatch fault work order through operation and maintenance management system interface.

[0014] As preferred, service state analysis and strategy adjustment include the following steps:

[0015] Acquire tariff information from CRM and acquire outage / disassembly work order from orchestration system, and judge service state;

[0016] If service state is normal, service state is consistent with radius state, and CRM bandwidth and radius bandwidth are consistent, execute step S300;

[0017] If service state is normal, service state is inconsistent with radius state or CRM bandwidth and radius bandwidth are inconsistent, call synchronous radius state service, acquire updated state information through synchronous radius state service, update based on updated state information, if service state is consistent with radius state after update, and CRM bandwidth and radius bandwidth are consistent, execute step S300, if not consistent, call IVR platform service, notify account manager for confirmation through IVR platform service;

[0018] If service state is abnormal, call rejection online system service or close order service, dispatch processing according to complaint / fault source through rejection online system service or close order service.

[0019] As preferred, group obstacle and cut-over analysis and strategy adjustment include the following steps:

[0020] Analyze whether there is group obstacle alarm and engineering cut-over announcement on the day before complaint / fault occurrence time;

[0021] If there is, call rejection online system service or close order service, dispatch processing according to complaint / fault source through rejection online system service or close order service;

[0022] If not, enter step S400.

[0023] As preferred, service quality analysis includes the following steps:

[0024] Perform device analysis on intelligent gateway, set-top box, OLT and bar;

[0025] When the intelligent gateway is offline, the CPU occupancy rate is over 90%, and the memory occupancy rate is over 90%, output please guide the user to restart the set top box, if still abnormal after restarting, call the operation and maintenance management system interface to distribute a fault work order;

[0026] When the set top box is offline, the CPU occupancy rate is over 90%, the memory occupancy rate is over 90%, and the card is stuck, output please guide the user to restart the set top box, if still abnormal after restarting, call the operation and maintenance management system interface to distribute a fault work order;

[0027] When the OLT is offline, the OLT bandwidth is overloaded, the OLT weak light, the OLT CPU occupancy rate is over 90%, the OLT memory occupancy rate is over 90%, the Bars is offline, the Bars bandwidth utilization is over 70%, the OLT weak light, the Bars CPU occupancy rate is over 90%, the Bars memory occupancy rate is over 90%, the intelligent gateway is disconnected, and the intelligent gateway is weak light, call the operation and maintenance management system interface to distribute a fault work order, and the whole preprocessing process ends.

[0028] In the second aspect, the application is an automatic preprocessing scheduling system for enterprise broadband service faults, which is used to realize the automatic preprocessing scheduling of enterprise broadband service faults through the automatic preprocessing scheduling method for enterprise broadband service faults in any one of the first aspect.

[0029] The radius online state analysis module is used for radius online state analysis and policy adjustment;

[0030] The service state analysis module is used for service state analysis and policy adjustment;

[0031] The group fault and splice analysis module is used for group fault and splice analysis and policy adjustment;

[0032] The service quality analysis module is used for service quality analysis and policy adjustment.

[0033] Preferably, the radius online state analysis module is used to perform the following:

[0034] Perform radius online state analysis;

[0035] If the radius is online, call the service state analysis module, and if it is offline, call the background restart optical cat service to restart through the restart optical cat service;

[0036] After restarting, reacquire the radius online state for analysis, if online, call the service state analysis module, and if offline, call the operation and maintenance management system interface to distribute a fault work order through the operation and maintenance management system interface.

[0037] As preferred, the service state analysis module is used to perform as follows:

[0038] Obtain tariff information from CRM and obtain outage / disassembly work order from orchestration system, and determine service state;

[0039] If the service state is normal, the service state is consistent with the radius state, and the CRM bandwidth and the radius bandwidth are consistent, call the group obstacle cut analysis module;

[0040] If the service state is normal, the service state is inconsistent with the radius state, or the CRM bandwidth and the radius bandwidth are inconsistent, call the synchronization Radius state service, obtain update state information through the synchronization Radius state service, update based on the update state information, if the service state is consistent with the radius state after updating, and the CRM bandwidth and the radius bandwidth are consistent, call the group obstacle cut analysis module, if not consistent, call the IVR platform service, and notify the customer manager through the IVR platform service to confirm;

[0041] If the service state is abnormal, call the rejection online system service or the close order service, and dispatch processing according to the complaint / fault source through the rejection online system service or the close order service.

[0042] As preferred, the group obstacle cut analysis module is used to perform as follows:

[0043] Analyze whether there is a group obstacle alarm and engineering cut announcement on the day before the complaint / fault occurs;

[0044] If there is, call the rejection online system service or the close order service, and dispatch processing according to the complaint / fault source through the rejection online system service or the close order service;

[0045] If not, call the service quality analysis module.

[0046] As preferred, the service quality analysis module is used to perform as follows:

[0047] Perform device analysis on intelligent gateway, set top box, OLT, and bar;

[0048] When the intelligent gateway is offline, the CPU occupancy rate is more than 90%, and the memory occupancy rate is more than 90%, output please guide the user to restart the set top box, if the set top box is still abnormal after restarting, call the operation and maintenance management system interface to dispatch a fault work order;

[0049] When the set top box is offline, the CPU occupancy rate is more than 90%, the memory occupancy rate is more than 90%, and the set top box is stuck, output please guide the user to restart the set top box, if the set top box is still abnormal after restarting, call the operation and maintenance management system interface to dispatch a fault work order;

[0050] When OLT is offline, OLT bandwidth is overloaded, OLT weak light, OLT CPU occupancy is more than 90%, OLT memory occupancy is more than 90%, Bars is offline, Bars bandwidth utilization is more than 70%, OLT weak light, Bars CPU occupancy is more than 90%, Bars memory occupancy is more than 90%, intelligent gateway fiber is disconnected, and intelligent gateway weak light, a fault work order is dispatched by calling the operation and maintenance management system interface.

[0051] The automatic preprocessing scheduling method and system for enterprise broadband service faults have the following advantages: they can assist comprehensive dispatch personnel in quickly diagnosing and positioning complaints / faults and processing them, improve problem response efficiency, and improve customer service perception; at the same time, they realize complaint / fault interception, reduce front-line problem processing pressure, shorten complaint / fault processing time, realize IT replacement, and save human resources. BRIEF DESCRIPTION OF DRAWINGS

[0052] In order to more clearly illustrate the technical solutions in the embodiments of the present application, the following will briefly introduce the drawings needed to be used in the embodiments or prior art description. Obviously, the drawings in the following description only some embodiments of the present application, and for those skilled in the art, other drawings can be obtained without creative labor on the basis of these drawings.

[0053] The present application will be further described below in conjunction with the drawings.

[0054] Figure 1 The flowchart of the embodiment 1 of the automatic preprocessing scheduling method for enterprise broadband service faults. DETAILED DESCRIPTION

[0055] The present application will be further described below in conjunction with the drawings and specific embodiments, so that those skilled in the art can better understand the present application and implement it. However, the embodiments are not limiting to the present application, and the technical features in the embodiments and the embodiments can be combined with each other without conflict.

[0056] The embodiments of the present application provide an automatic preprocessing scheduling method and system for enterprise broadband service faults, which is used to solve the technical problem that the customer complaints / faults cannot be quickly responded due to the lack of preprocessing diagnosis means and adjustment strategy.

[0057] Embodiment 1:

[0058] The automatic preprocessing scheduling method for enterprise broadband service faults comprises the following four steps:

[0059] S100, radius online state analysis and strategy adjustment;

[0060] S200, service state analysis and policy adjustment;

[0061] S300, group obstacle and splice analysis and policy adjustment;

[0062] S400, service quality analysis and policy adjustment.

[0063] Step S100 radius online state analysis and policy adjustment, comprising the following steps:

[0064] (1) perform radius online state analysis;

[0065] (2) if the radius is online, execute step S200, if not, call the background restart optical cat service, restart through the restart optical cat service;

[0066] (3) after restarting, reacquire the radius online state for analysis, if online, execute step S200, if not, call the operation and maintenance management system interface, and dispatch a fault work order through the operation and maintenance management system interface.

[0067] Step S200 service state analysis and policy adjustment, comprising the following steps:

[0068] (1) obtain tariff information from CRM and obtain shutdown / dismantling work order from the arrangement system, and judge the service state;

[0069] (2) if the service state is normal, the service state is consistent with the radius state, and the CRM bandwidth and the radius bandwidth are consistent, execute step S300;

[0070] (3) if the service state is normal, the service state is inconsistent with the radius state or the CRM bandwidth and the radius bandwidth are inconsistent, call the synchronous radius state service, obtain updated state information through the synchronous radius state service, and update based on the updated state information, if the service state is consistent with the radius state after updating, and the CRM bandwidth and the radius bandwidth are consistent, execute step S300, if not, call the IVR platform service, and notify the customer manager through the IVR platform service to confirm;

[0071] (4) if the service state is abnormal, call the rejection online system service or the close order service, and dispatch processing according to the complaint / fault source through the rejection online system service or the close order service.

[0072] Step S300 group obstacle and splice analysis and policy adjustment, comprising the following steps:

[0073] (1) analyze whether there is a group obstacle alarm and engineering splice announcement on the day before the complaint / fault occurs;

[0074] (2) If there is, call the online system service or the customs service, dispatch the processing according to the source of complaint / fault through the online system service or the customs service;

[0075] (3) If there is not, go to step S400.

[0076] Step S400 service quality analysis includes the following steps:

[0077] (1) Device analysis is performed on the intelligent gateway, set top box, OLT, and bar;

[0078] (2) When the intelligent gateway is offline, the CPU occupancy rate is more than 90%, and the memory occupancy rate is more than 90%, output please guide the user to restart the set top box, and if it is still abnormal after restarting, call the operation and maintenance management system interface to dispatch a fault work order;

[0079] (3) When the set top box is offline, the CPU occupancy rate is more than 90%, the memory occupancy rate is more than 90%, and the card is stuck, output please guide the user to restart the set top box, and if it is still abnormal after restarting, call the operation and maintenance management system interface to dispatch a fault work order;

[0080] (4) When the OLT is offline, the OLT bandwidth is overloaded, the OLT weak light, the OLT CPU occupancy rate is more than 90%, the OLT memory occupancy rate is more than 90%, the bar is offline, the bar bandwidth utilization is more than 70%, the OLT weak light, the bar CPU occupancy rate is more than 90%, the bar memory occupancy rate is more than 90%, the intelligent gateway fiber is disconnected, and the intelligent gateway weak light, call the operation and maintenance management system interface to dispatch a fault work order, and the whole preprocessing process is ended.

[0081] The method of the embodiment realizes rapid response, positioning, interception, and scheduling of faults by overall planning analysis and preprocessing diagnosis on the received complaints / faults combined with related data.

[0082] By overall planning analysis and preprocessing diagnosis on the received complaints / faults combined with related data, rapid response, positioning, interception, and scheduling of faults are realized. The fault processing time is shortened to avoid customer secondary complaints; complaint interception is performed to reduce the front-line load and realize IT replacement.

[0083] Embodiment 2:

[0084] The application discloses an automatic preprocessing scheduling system for enterprise broadband service faults, which is used for realizing automatic preprocessing scheduling of enterprise broadband service faults by the method disclosed in embodiment 1. The system comprises a radius online state analysis module, a service state analysis module, a group obstacle switching analysis module and a service quality analysis module.

[0085] The radius online state analysis module is configured to perform radius online state analysis and policy adjustment.

[0086] As a specific implementation, the radius online state analysis module is configured to perform the following:

[0087] (1) Perform radius online state analysis;

[0088] (2) If the radius is online, call the service state analysis module, and if not, call the background restart optical modem service to restart through the restart optical modem service;

[0089] (3) After restarting, reacquire the radius online state for analysis, and if online, call the service state analysis module, and if not, call the operation and maintenance management system interface to dispatch a fault work order through the operation and maintenance management system interface.

[0090] The service state analysis module is configured to perform service state analysis and policy adjustment.

[0091] As a specific implementation, the service state analysis module is configured to perform the following:

[0092] (1) Obtain tariff information from CRM and obtain a shutdown / disassembly work order from the orchestration system, and determine the service state;

[0093] (2) If the service state is normal, the service state is consistent with the radius state, and the CRM bandwidth and the radius bandwidth are consistent, perform step S300;

[0094] (3) If the service state is normal, the service state is inconsistent with the radius state, or the CRM bandwidth and the radius bandwidth are inconsistent, call the synchronization radius state service to obtain updated state information through the synchronization radius state service, and update based on the updated state information, and if the service state is consistent with the radius state after updating, and the CRM bandwidth and the radius bandwidth are consistent, perform step S300, and if not, call the IVR platform service to notify a customer manager for confirmation through the IVR platform service;

[0095] (4) If the service state is abnormal, call the rejection online system service or the close order service to dispatch and handle according to the source of the complaint / fault through the rejection online system service or the close order service.

[0096] The group barrier and splice analysis module is configured to perform group barrier and splice analysis and policy adjustment.

[0097] As a specific implementation, the group barrier and splice analysis module is configured to perform the following:

[0098] (1) Analyze whether there is a group obstacle alarm and engineering switching announcement on the day before the complaint / fault occurrence time;

[0099] (2) If there is, call the online system service or the closed service, and dispatch processing according to the source of the complaint / fault through the online system service or the closed service;

[0100] (3) If there is not, go to step S400.

[0101] The service quality analysis module is used for service quality analysis and policy adjustment.

[0102] As a specific implementation, the service quality analysis module is used to perform the following:

[0103] (1) Device analysis is performed on the intelligent gateway, the set-top box, the OLT, and the bars;

[0104] (2) When the intelligent gateway is offline, the CPU occupancy rate is over 90%, and the memory occupancy rate is over 90%, output please guide the user to restart the set-top box, and if it is still abnormal after restarting, call the operation and maintenance management system interface to dispatch a fault work order;

[0105] (3) When the set-top box is offline, the CPU occupancy rate is over 90%, the memory occupancy rate is over 90%, and the card is stuck, output please guide the user to restart the set-top box, and if it is still abnormal after restarting, call the operation and maintenance management system interface to dispatch a fault work order;

[0106] (4) When the OLT is offline, the OLT bandwidth is overloaded, the OLT weak light, the OLT CPU occupancy rate is over 90%, the OLT memory occupancy rate is over 90%, the bars are offline, the bars bandwidth utilization is over 70%, the OLT weak light, the bars CPU occupancy rate is over 90%, the bars memory occupancy rate is over 90%, the intelligent gateway is disconnected, and the intelligent gateway weak light, call the operation and maintenance management system interface to dispatch a fault work order, and the whole preprocessing process ends.

[0107] The system of the embodiment focuses on the routine preprocessing and automatic scheduling of enterprise broadband service faults, realizes the automatic scheduling closed loop of the whole process of discovery, analysis, scheduling, and processing relying on the intent operation and maintenance capability system. Through the layer-by-layer in-depth diagnosis and analysis of the service state, network group obstacles, engineering switching, and network abnormalities of enterprise broadband services, with the help of the rule-based recognition and analysis capability and the scheduling strategy, the complaints and faults are preprocessed and diagnosed, the rapid response of complaints and faults is realized, the fault processing efficiency is improved, the customer perception is improved, and the cost reduction and efficiency increase are realized.

[0108] The application has been described in detail and illustrated above by the accompanying drawings and preferred embodiments, however the application is not limited to these disclosed embodiments, and based on the above described embodiments, those skilled in the art can know that the means in the different embodiments described above can be combined to obtain more embodiments of the application, and these embodiments are also within the protection scope of the application.

Claims

1. An automated pre-processing and scheduling method for enterprise broadband service faults, characterized in that, Includes the following steps: S100 and RADIUS online status analysis and strategy adjustment; S200, Business Status Analysis and Strategy Adjustment; S300, cluster obstacles and cutover analysis and strategy adjustment; S400, service quality analysis and strategy adjustment. Service quality analysis includes device analysis of smart gateways, set-top boxes, OLTs and bars. The RADIUS online status analysis and strategy adjustment includes the following steps: Perform online status analysis using RADIUS; If the RADIUS is online, proceed to step S200; if it is offline, the background process calls to restart the optical modem service, and the optical modem service is restarted. After restarting, retrieve the RADIUS online status again for analysis. If it is online, execute step S200. If it is offline, call the operation and maintenance management system interface and dispatch a fault work order through the operation and maintenance management system interface. The business status analysis and strategy adjustment include the following steps: Obtain pricing information from CRM and retrieve downtime / disconnection work orders from the orchestration system, and determine the business status; If the business status is normal, the business status is consistent with the RADIUS status, and the CRM bandwidth is consistent with the RADIUS bandwidth, proceed to step S300. If the business status is normal, the business status is inconsistent with the RADIUS status, or the CRM bandwidth is inconsistent with the RADIUS bandwidth, call the synchronize RADIUS status service to obtain the updated status information, and update based on the updated status information. If the updated business status is consistent with the RADIUS status and the CRM bandwidth is consistent with the RADIUS bandwidth, execute step S300. If they are inconsistent, call the IVR platform service to notify the account manager for confirmation. If the business status is abnormal, call the online system service for rejection or the order closure service, and then schedule the processing according to the source of the complaint / fault through the online system service for rejection or the order closure service. The analysis of group obstacles and cutover, as well as strategy adjustments, includes the following steps: Analyze whether there were any group failure alarms or engineering cutover announcements on the day prior to the time of the complaint / failure; If it exists, invoke the online rejection system service or the order cancellation service, and schedule the processing according to the source of the complaint / fault through the online rejection system service or the order cancellation service. If it does not exist, proceed to step S400.

2. The automated pre-processing and scheduling method for enterprise broadband service faults according to claim 1, characterized in that, Business quality analysis includes the following steps: When the smart gateway is offline, CPU usage exceeds 90%, or memory usage exceeds 90%, the system should instruct the user to restart the set-top box. If the problem persists after restarting, the system should call the operation and maintenance management system interface to dispatch a fault work order. When the set-top box is offline, CPU usage exceeds 90%, memory usage exceeds 90%, or it freezes, please instruct the user to restart the set-top box. If the problem persists after restarting, call the operation and maintenance management system interface to dispatch a fault work order. When the following situations occur: OLT offline, OLT bandwidth overload, OLT weak light, OLT CPU utilization exceeding 90%, OLT memory utilization exceeding 90%, Bars offline, Bars bandwidth utilization exceeding 70%, OLT weak light, Bars CPU utilization exceeding 90%, Bars memory utilization exceeding 90%, smart gateway fiber breakage, or smart gateway weak light, the operation and maintenance management system interface is invoked to dispatch a fault work order, and the entire pre-processing process ends.

3. An automated pre-processing and scheduling system for enterprise broadband service faults, characterized in that, The system includes a RADIUS online status analysis module, a service status analysis module, a group fault cutover analysis module, and a service quality analysis module. The Radius online status analysis module is used for Radius online status analysis and strategy adjustment. The business status analysis module is used for business status analysis and strategy adjustment; The obstacle group cutover analysis module is used to perform obstacle group and cutover analysis and strategy adjustment. The service quality analysis module is used to perform service quality analysis and policy adjustment. Service quality analysis includes device analysis of smart gateways, set-top boxes, OLTs, and bars. The RADIUS online status analysis module is used to perform the following: Perform online status analysis using RADIUS; If the RADIUS is online, the business status analysis module is invoked; if it is offline, the background process calls the restart function of the optical modem service to restart it. After restarting, retrieve the RADIUS online status again for analysis. If it is online, call the business status analysis module; if it is offline, call the operation and maintenance management system interface and dispatch a fault work order through the operation and maintenance management system interface. The business status analysis module is used to perform the following: Obtain pricing information from CRM and retrieve downtime / disconnection work orders from the orchestration system, and determine the business status; If the business status is normal, the business status is consistent with the RADIUS status, and the CRM bandwidth is consistent with the RADIUS bandwidth, call the group failure cutover analysis module. If the business status is normal, the business status is inconsistent with the RADIUS status, or the CRM bandwidth is inconsistent with the RADIUS bandwidth, call the synchronized RADIUS status service to obtain the updated status information, and update based on the updated status information. If the updated business status is consistent with the RADIUS status and the CRM bandwidth is consistent with the RADIUS bandwidth, call the group failure cutover analysis module. If they are inconsistent, call the IVR platform service and notify the account manager for confirmation through the IVR platform service. If the business status is abnormal, call the online system service for rejection or the order closure service, and then schedule the processing according to the source of the complaint / fault through the online system service for rejection or the order closure service. The group obstacle cutover analysis module is used to perform the following: Analyze whether there were any group failure alarms or engineering cutover announcements on the day prior to the time of the complaint / failure; If it exists, invoke the online rejection system service or the order cancellation service, and schedule the processing according to the source of the complaint / fault through the online rejection system service or the order cancellation service. If it does not exist, call the business quality analysis module.

4. The automated pre-processing and scheduling system for enterprise broadband service faults according to claim 3, characterized in that, The business quality analysis module is used to perform the following: When the smart gateway is offline, CPU usage exceeds 90%, or memory usage exceeds 90%, the system should instruct the user to restart the set-top box. If the problem persists after restarting, the system should call the operation and maintenance management system interface to dispatch a fault work order. When the set-top box is offline, CPU usage exceeds 90%, memory usage exceeds 90%, or it freezes, please instruct the user to restart the set-top box. If the problem persists after restarting, call the operation and maintenance management system interface to dispatch a fault work order. When issues such as OLT offline, OLT bandwidth overload, OLT weak light, OLT CPU utilization exceeding 90%, OLT memory utilization exceeding 90%, Bars offline, Bars bandwidth utilization exceeding 70%, OLT weak light, Bars CPU utilization exceeding 90%, Bars memory utilization exceeding 90%, smart gateway fiber breakage, or smart gateway weak light occur, the operation and maintenance management system interface is invoked to dispatch a fault work order.

Images