Network fault order sending method and device, equipment and storage medium

Abstract

The invention belongs to the technical field of communication network management, and discloses a network fault order sending method and device, equipment and a storage medium. The method comprises the following steps: receiving a fault reporting request initiated by a fault reporting user through a customer hotline, and obtaining fault reporting information of the fault reporting user during a fault reporting call; obtaining interaction signaling data of the fault reporting telephone number during the fault reporting call, and determining an estimated position of a fault reporting user based on the interaction signaling data; obtaining measurement report data of the fault reporting telephone number, and determining position information of the fault reporting user based on the measurement report data and the estimated position; marking on a map based on the position information of the fault reporting user to form a network space situation map; and generating fault reporting work orders of different emergency degrees based on the cyberspace situation map, and distributing the fault reporting work orders to maintenance personnel in a preset range. The efficiency and accuracy of network fault order sending can be improved.

Description

Technical Field

[0001] The present application relates to the technical field of communication network management, and particularly to a method, device, equipment and storage medium for dispatching network fault tickets. Background Art

[0002] With the rapid development of the mobile Internet and the wide popularity of smart devices, people's demand for mobile communication services is increasing day by day. However, in a complex and changeable wireless environment, users may encounter various types of network problems, such as weak signals, poor call quality, slow Internet access speed, etc. These network faults not only affect the user experience but may also cause losses to the operator due to the loss of customers. Currently, when dealing with user-reported faults, operators mainly adopt the following two technical means: one is to locate based on the fault reporting method described subjectively by the user. The user reports the fault by calling the operator's customer service phone, and the customer service staff records the fault location by asking the user information such as the location. When the user reports the fault, the customer service staff needs to spend a lot of time asking the user's location. Due to the unclear description or inaccurate expression of the user's own location by the user, the location information recorded by the customer service is inaccurate, resulting in inaccurate fault ticket dispatching; another method is to roughly judge the fault area through base stations or other fixed monitoring points. The monitoring method based on fixed sites cannot be accurate to the specific user location. Summary of the Invention

[0003] Therefore, the embodiments of the present application provide a method, device, equipment and storage medium for dispatching network fault tickets, which realizes rapid positioning of the fault-reporting user and assigns the fault handling task to the maintenance personnel, improving the efficiency and accuracy of network fault ticket dispatching.

[0004] In the first aspect, the present application provides a method for dispatching network fault tickets.

[0005] The present application is achieved through the following technical solutions:

[0006] A method for dispatching network fault tickets includes:

[0007] Receiving a fault reporting request initiated by a fault-reporting user through a customer hotline, and obtaining the fault reporting information of the fault-reporting user during the fault reporting call, where the fault reporting information includes the fault reporting phone number, fault reporting time, fault description information and fault type;

[0008] Obtaining the interactive signaling data of the fault reporting phone number during the fault reporting call, and determining the estimated location of the fault-reporting user based on the interactive signaling data;

[0009] Obtaining the measurement report data of the fault reporting phone number, and determining the location information of the fault-reporting user based on the measurement report data and the estimated location;

[0010] Mark on the map based on the location information of the reported fault user to form a network space situation map;

[0011] Generate fault reports of different emergency levels based on the network space situation map, and assign the fault reports to maintenance personnel within a preset range.

[0012] In a preferred example of the present application, it can be further set to receive a fault report request initiated by the reported fault user through the customer hotline, and obtain the fault report information of the reported fault user during the fault report call, including:

[0013] Receive the fault report request initiated by the reported fault user through the customer hotline, and record the time of the fault report request as the fault report time based on the system timestamp;

[0014] Obtain the fault report phone number corresponding to the fault report request through number recognition technology;

[0015] Receive the voice information output by the reported fault user under the guidance of the voice prompt, and extract the fault report description information from the voice information of the reported fault user through voice recognition technology;

[0016] Extract the fault type from the fault report description information based on the rule engine;

[0017] Integrate the fault report time, fault report phone number, fault report description information, and fault type into the fault report information.

[0018] In a preferred example of the present application, it can be further set to obtain the interactive signaling data of the fault report phone number during the fault report call, and determine the estimated location of the reported fault user based on the interactive signaling data, including:

[0019] Collect the interactive signaling data of the fault report phone number from the signaling monitoring system through the SFTP method;

[0020] Screen the interactive signaling data to determine the candidate base stations providing services to the fault report phone number, and use the candidate base stations as the estimated location of the reported fault user.

[0021] In a preferred example of the present application, it can be further set to determine the location information of the reported fault user based on the measurement report data and the estimated location, including:

[0022] Obtain the number signal strength of the fault report phone number at the estimated location from the measurement report data;

[0023] Based on the number signal strength, use the three-point positioning method and the path loss model to determine the distance difference between the candidate base station and the reported fault user;

[0024] Determine the location coordinates of the reported fault user based on the distance difference.

[0025] In a preferred example of the present application, it can be further set that, based on the location information of the reported-fault user, a mark is made on the map to form a network space situation map, including:

[0026] Based on the location information of the reported-fault user, a mark is made on the map, and the marked map is divided into image blocks according to a preset area size;

[0027] Count the number of reported-fault users in the image block at preset time intervals;

[0028] Based on the number of reported-fault users in each image block, generate a network space situation map.

[0029] In a preferred example of the present application, it can be further set that

[0030] Based on the network space situation map, generate reported-fault work orders of different emergency levels, including:

[0031] Count the number of reported-fault users in the network space situation map;

[0032] When the number of reported-fault users is within the first numerical range, generate a first-risk reported-fault work order;

[0033] When the number of reported-fault users is within the second numerical range, generate a second-risk reported-fault work order;

[0034] When the number of reported-fault users is within the third numerical range, generate a third-risk reported-fault work order.

[0035] In a second aspect, the present application provides a dispatching device for network faults.

[0036] The present application is achieved through the following technical solutions:

[0037] A dispatching device for network faults, used to execute the dispatching method for network faults described in the first aspect above, includes:

[0038] A reported-fault information acquisition module, used to receive a reported-fault request initiated by a reported-fault user through a customer hotline, and acquire the reported-fault information of the reported-fault user during the reported-fault call, where the reported-fault information includes the reported-fault telephone number, the reported-fault time, and the fault description information;

[0039] An estimated location determination module, used to acquire the interactive signaling data of the reported-fault telephone number during the reported-fault call, and determine the estimated location where the reported-fault user is located based on the interactive signaling data;

[0040] A location information determination module, used to acquire the measurement report data of the reported-fault telephone number, and determine the location information of the reported-fault user based on the measurement report data and the estimated location;

[0041] A network situation map generation module, configured to mark on a map based on the location information of the fault reporting user to form a network space situation map;

[0042] A work order generation module, configured to generate fault reporting work orders with different emergency levels based on the network space situation map, and allocate the fault reporting work orders to maintenance personnel within a preset range.

[0043] In a preferred example of the present application, it can be further set that the location information determination module is further configured to:

[0044] Obtain the signal strength of the reported fault phone number at the estimated location from the measurement report data;

[0045] Based on the signal strength of the number, use the three-point positioning method and the path loss model to determine the distance difference between the candidate base station and the fault reporting user;

[0046] Determine the location coordinates of the fault reporting user based on the distance difference.

[0047] In a third aspect, the present application is implemented through the following technical solutions:

[0048] A computer device includes a memory, a processor, and a computer program stored in the memory and executable on the processor. When the processor executes the computer program, the steps of any of the above network fault dispatching methods are implemented.

[0049] In a fourth aspect, the present application provides a computer-readable storage medium.

[0050] The present application is implemented through the following technical solutions:

[0051] A computer-readable storage medium stores a computer program, and when the computer program is executed by a processor, the steps of any of the above network fault dispatching methods are implemented.

[0052] In summary, compared with the prior art, the beneficial effects brought by the technical solutions provided in the embodiments of the present application at least include:

[0053] This application receives a fault reporting request initiated by a fault reporting user through a customer hotline, and obtains the fault information of the fault reporting user during the fault reporting call; obtains the interactive signaling data of the fault reporting phone number during the fault reporting call, and determines the estimated location of the fault reporting user based on the interactive signaling data; obtains the measurement report data of the fault reporting phone number, and determines the location information of the fault reporting user based on the measurement report data and the estimated location; marks the location information of the fault reporting user on a map to form a network space situation map; generates fault reporting work orders with different emergency levels based on the network space situation map, and assigns the fault reporting work orders to maintenance personnel within a preset range. This application determines the location information of the fault reporting user through an automated process, reducing the need for manual intervention, thereby improving the efficiency of fault reporting processing; the automated process reduces the possibility of human errors, ensuring the accuracy and integrity of the fault reporting information; generating fault reporting work orders with different emergency levels based on the network space situation map and assigning the work orders to maintenance personnel within a preset range ensures that faults can be quickly responded to and processed, which can enhance the user experience. Description of the Drawings

[0054] Figure 1 It is a schematic flowchart of a network fault dispatch method provided by an embodiment of this application;

[0055] Figure 2 It is a schematic structural diagram of a network fault dispatch device provided by an embodiment of this application;

[0056] Description of the Reference Numerals:

[0057] Fault information acquisition module 10, estimated location determination module 20, location information determination module 30, network situation map generation module 40, and work order generation module 50. Detailed Description of the Embodiment

[0058] This specific embodiment is only an interpretation of this application, and it is not a limitation of this application. After reading this specification, those skilled in the art can make modifications to this embodiment without creative contributions as needed, but as long as they are within the scope of the claims of this application, they are protected by the patent law.

[0059] To make the objectives, technical solutions, and advantages of the embodiments of this application clearer, the technical solutions in the embodiments of this application will be clearly and completely described below with reference to the accompanying drawings in the embodiments of this application. Obviously, the described embodiments are some, but not all, of the embodiments of this application. All other embodiments obtained by those of ordinary skill in the art based on the embodiments of this application without making creative efforts fall within the scope of protection of this application.

[0060] In addition, the term "and / or" in this application merely describes the association relationship of associated objects, indicating that there can be three relationships. For example, A and / or B can represent three situations: A exists alone, A and B exist simultaneously, and B exists alone. In addition, the character " / " in this application generally represents an "or" relationship between the front and back associated objects unless otherwise specified.

[0061] In this application, terms such as "first" and "second" are used to distinguish identical or similar items with basically the same functions. It should be understood that there is no logical or chronological dependency between "first", "second", and "nth", nor are the quantity and execution order limited.

[0062] In the embodiments of this application, words such as "exemplary" or "for example" are used to represent examples, illustrations, or explanations. Any embodiment or design solution described as "exemplary" or "for example" in the embodiments of this application should not be construed as being more preferred or having more advantages than other embodiments or design solutions. Rather, the use of words such as "exemplary" or "for example" is intended to present relevant concepts in a specific manner.

[0063] The embodiments of this application will be further described in detail below with reference to the accompanying drawings of the specification.

[0064] Figure 1 It is a network fault dispatching method provided by the first exemplary embodiment of this application, which includes:

[0065] S1: Receive a fault reporting request initiated by the fault reporting user through the customer hotline, and obtain the fault reporting information of the fault reporting user during the fault reporting call. The fault reporting information includes the fault reporting phone number, the fault reporting time, the fault description information, and the fault type.

[0066] If a user discovers a network problem when using a terminal device, they can call the customer hotline through a mobile phone, landline, or other terminal device. The system receives the fault reporting request of the fault reporting user through the customer hotline interface and accesses the fault handling process. The system automatically obtains the fault reporting information from the voice information of the fault reporting user during the fault reporting call. The fault reporting phone number is the phone number used by the user when calling the customer hotline; the fault reporting time is the time when the fault reporting user initiates the fault reporting request, which is used to record the time when the fault occurs; the fault description information is the specific description of the network fault extracted from the voice information of the fault reporting user; the fault type is the classification of the fault situation, and corresponding maintenance personnel are assigned according to the fault type.

[0067] In some embodiments, a fault reporting request initiated by a fault reporting user through a customer hotline is received, and fault reporting information of the fault reporting user during the fault reporting call is obtained, including: receiving the fault reporting request initiated by the fault reporting user through the customer hotline, recording the time of the fault reporting request as the fault reporting time based on the system timestamp; obtaining the fault reporting phone number corresponding to the fault reporting request through number identification technology; receiving the voice information output by the fault reporting user under the guidance of a voice prompt, and extracting fault reporting description information from the voice information of the fault reporting user through voice recognition technology; extracting the fault type from the fault reporting description information based on a rule engine; and integrating the fault reporting time, the fault reporting phone number, the fault reporting description information, and the fault type into fault reporting information.

[0068] Specifically, when the system detects the instant access of a fault reporting request, it obtains the current system timestamp and records this timestamp as the fault reporting time. The format of the fault reporting time is YYYY-MM-DD HH:MM:SS, where YYYY is the year, MM is the month, DD is the date, HH is the hour, MM is the minute, and SS is the second. The phone number initiating the fault reporting request is obtained through number identification technology (ANI, Automatic Number Identification) and recorded as the fault reporting phone number, and the format of the fault reporting phone number is the domestic standard. An automatic voice response module is set in the system to play a voice prompt to the fault reporting user to guide the user to describe the fault situation. After the fault reporting user outputs voice information, the system receives and stores the voice information of the fault reporting user in real time, and inputs the voice information of the fault reporting user into a deep learning-based voice recognition model, and the voice recognition model converts the voice information into text-form fault description information. The rule engine classifies and extracts keywords from the fault description information according to pre-defined rules to determine the fault type. For example, if the fault description information of the fault reporting user is "My mobile phone signal is very weak and I can't make a normal call", the fault type is determined as "signal problem". Then, the fault reporting time, the fault reporting phone number, the fault reporting description information, and the fault reporting type are integrated into a complete fault reporting information. The system stores the integrated fault reporting information in a database and generates a unique fault reporting work order number.

[0069] S2: Obtain the interactive signaling data of the fault reporting phone number during the fault reporting call, and determine the estimated location where the fault reporting user is located based on the interactive signaling data.

[0070] Among them, the estimated location is the base station location information where the fault reporting user is located determined based on the interactive signaling data of the fault reporting user. It should be noted that the base station location information includes at least one base station location.

[0071] In some embodiments, interactive signaling data of the fault reporting telephone number is collected from the signaling monitoring system via SFTP; the interactive signaling data is screened to determine candidate base stations that provide services to the fault reporting telephone number, and the candidate base stations are used as the estimated location where the fault reporting user is located.

[0072] Specifically, a connection can be established with the signaling monitoring system via SFTP; the interactive signaling data of the fault reporting telephone number is downloaded from the signaling monitoring system through the SFTP protocol, and the downloaded interactive signaling data is stored locally or in a database for subsequent processing.

[0073] The interactive signaling data includes the fault reporting user number, signaling interaction time, service type, tracking area code, base station identifier, and terminal information. The fault reporting user number is used to uniquely identify the fault reporting user; the signaling interaction time is the timestamp when the signaling interaction occurs and is used to record the specific event when the signaling interaction occurs; the service type includes voice calls, text messages, data services, etc.; the tracking area code (TAC) is used to represent the geographical area where the fault reporting user is located; the base station identifier (Cell ID) is used to indicate the base station identifier connected by the fault reporting user and can be used to determine the base station location of the fault reporting user; the terminal information refers to the device model, IMEI number, etc. associated with the fault reporting telephone number.

[0074] In order to remove error data, the obtained interactive signaling data can also be cleaned, and the following data cleaning steps can be adopted: removing invalid data, deleting duplicate data, removing abnormal data, etc.

[0075] S3: Obtain the measurement report data of the fault reporting telephone number, and determine the location information of the fault reporting user based on the measurement report data and the estimated location.

[0076] In some embodiments, determining the location information of the fault reporting user based on the measurement report data and the estimated location includes:

[0077] Obtain the signal strength of the fault reporting telephone number at the estimated location from the measurement report data;

[0078] Based on the signal strength of the number, use the three-point positioning method and the path loss model to determine the distance difference between the candidate base station and the fault reporting user;

[0079] Determine the location coordinates of the fault reporting user based on the distance difference.

[0080] It should be noted that the measurement report data (MR) is the raw data measured by the user equipment (UE) for the network, which is used to reflect the performance status of the wireless network. The key parameters included in the measurement report data are: RSCP (Received Signal Code Power), which represents the signal strength received by the user equipment and is used to evaluate the signal coverage; ISCP (Idle Signal Code Power), which represents the signal power measured by the user equipment in the idle mode and reflects the idle state of the network; BLER (Block Error Rate), which represents the error rate of data transmission and is used to evaluate the quality of the wireless link; and the transmit power, which represents the transmit power of the user equipment or the base station and is used to evaluate the power control of the network.

[0081] The measurement report data mainly comes from the UE (user equipment), the base station (Node B), and the radio network controller (RNC), and is stored in the operation and maintenance center of the radio network (OMC-R) after statistical calculation.

[0082] In the specific implementation process, first obtain the measurement report data of the reported-fault user from the operation and maintenance center of the radio network;

[0083] According to the measurement report data, screen out the signal strength of the number at the corresponding estimated position of the reported-fault phone number, and this signal strength of the number is the received signal code power RSCP;

[0084] Based on the path loss model of the wireless signal, obtain the distance value d between the signal transmitter and the signal receiver using the signal strength of the number 1 , d 2 and d 3 , which is specifically expressed as:

[0085]

[0086] where (x 1 , y 1 ) is the position coordinate of the first estimated position, (x 2 , y 2 ) is the position coordinate of the second estimated position, and (x 3 , y 3 ) is the position coordinate of the third estimated position.

[0087] Solve the above equation to determine the position coordinate (x, y) of the reported-fault phone number.

[0088] Among them, since the wireless communication distance is affected by transmission power, antenna gain, and propagation loss, the wireless communication distance can be calculated through the free space loss model and other environmental parameters.

[0089] The free space path loss model can be expressed as:

[0090] F spl (dB) = 20 * log10(d) + 20 * log10(f) + 20 * log10(4 * π / c),

[0091] In the formula, d represents the distance, f represents the frequency, c represents the speed of light, and the result is expressed in decibels (dB).

[0092] The received power can be expressed as:

[0093] Ptr(dBm) = Ptx(dBm) + Gtx(dBi) + Grx(dBi) - L(dB),

[0094] In the formula, Ptr is the received power, Ptx is the transmission power, Gtx is the transmission antenna gain, Grx is the receiving antenna gain, and L is the total loss (mainly path loss, and other environmental losses also need to be considered).

[0095] To estimate the distance between the user equipment (UE) and the base station, first determine a minimum acceptable power value (Prx_min), calculate the loss (L) through the known transmission power (Ptx) and antenna gain (Gtx); then combine the loss with the free space path loss model and other environmental parameters to determine the distance.

[0096] S4: Mark on the map based on the location information of the reported fault user to form a network space situation map.

[0097] In some embodiments, mark on the map based on the location information of the reported fault user, and divide the marked map into image blocks according to a preset area size;

[0098] Count the number of reported fault users in the image block at a preset time interval;

[0099] Generate a network space situation map based on the number of reported fault users in each image block.

[0100] S5: Generate fault reports of different emergency levels based on the network space situation map, and assign the fault reports to maintenance personnel within a preset range.

[0101] In some embodiments, count the number of reported fault users in the network space situation map,

[0102] When the number of reported fault users is within the first numerical range, generate a first-risk fault report.

[0103] When the number of reported fault users is within the second numerical range, a second risk fault report work order is generated;

[0104] When the number of reported fault users is within the third numerical range, a third risk fault report work order is generated.

[0105] Among them, the first numerical range, the second numerical range, and the third numerical range can be set as needed. The risk level of the first risk fault report work order is lower than that of the second risk fault report work order, and the risk level of the second risk fault report work order is lower than that of the third risk fault report work order.

[0106] Exemplarily, when the number p of reported fault users marked in the image block satisfies 0 < p < 5, a first risk fault report work order (indicating a low-risk fault) is generated; when the number p of reported fault users marked in the image block satisfies 5 ≤ p < 10, a second risk fault report work order (indicating a medium-risk fault) is generated; when the number p of reported fault users marked in the image block satisfies p ≥ 10, a first risk fault report work order (indicating a high-risk fault) is generated. Different risk fault report work orders correspond to different estimated maintenance times, and maintenance personnel can be assigned to give priority to processing the fault report work orders with higher risks, solve problems in a timely manner, and improve the user experience.

[0107] In another embodiment of the present application, a dispatching device for network faults is further provided for executing the above method, as Figure 2 shown, the device includes: a fault report information acquisition module 10, an estimated position determination module 20, a position information determination module 30, a network situation map generation module 40, and a work order generation module 50;

[0108] The fault report information acquisition module 10 is configured to receive a fault report request initiated by a reported fault user through a customer hotline, and acquire the fault report information of the reported fault user during the fault report call, where the fault report information includes the fault report telephone number, the fault report time, and the fault description information;

[0109] The estimated position determination module 20 is configured to acquire the interactive signaling data of the fault report telephone number during the fault report call, and determine the estimated position where the reported fault user is located based on the interactive signaling data;

[0110] The position information determination module 30 is configured to acquire the measurement report data of the fault report telephone number, and determine the position information of the reported fault user based on the measurement report data and the estimated position;

[0111] The network situation map generation module 40 is configured to mark on the map based on the position information of the reported fault user to form a network space situation map;

[0112] The work order generation module 50 is configured to generate trouble reporting work orders of different emergency levels based on the cyber space situation map and allocate the trouble reporting work orders to maintenance personnel within a preset range.

[0113] In some embodiments, the location information determination module 30 is further configured to: obtain the signal strength of the trouble reporting phone number at the estimated location from the measurement report data; determine the distance difference between the candidate base station and the trouble reporting user based on the signal strength by using the trilateration method and the path loss model; and determine the location coordinates of the trouble reporting user based on the distance difference.

[0114] For the specific limitations of the trouble ticket dispatching device for network faults provided in this embodiment, reference can be made to the embodiments of the trouble ticket dispatching method for network faults described above, and details will not be repeated here. Each module in the above trouble ticket dispatching device for network faults can be implemented in whole or in part by software, hardware, and their combination. The above modules can be embedded in the processor of the computer device in hardware form or be independent of it, or be stored in the memory of the computer device in software form so that the processor can call and execute the operations corresponding to the above modules.

[0115] An embodiment of the present application provides a computer device, which may include a processor, a memory, a network interface, and a database connected through a system bus. Among them, the processor of the computer device is used to provide computing and control capabilities. The memory of the computer device includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system, a computer program, and a database. The internal memory provides an environment for the operation of the operating system and the computer program in the non-volatile storage medium. The network interface of the computer device is used to communicate with an external terminal through a network connection. When the computer program is executed by the processor, the processor is caused to execute the steps of the trouble ticket dispatching method for network faults in any of the above embodiments.

[0116] For the working process, working details, and technical effects of the computer device provided in this embodiment, reference can be made to the embodiments of the trouble ticket dispatching method for network faults described above, and details will not be repeated here.

[0117] An embodiment of the present application provides a computer-readable storage medium, on which a computer program is stored. When the computer program is executed by a processor, the steps of the trouble ticket dispatching method for network faults in any of the above embodiments are implemented. Among them, the computer-readable storage medium refers to a carrier for storing data, which may include, but is not limited to, a floppy disk, an optical disk, a hard disk, a flash memory, a USB flash drive, and / or a Memory Stick, etc. The computer can be a general-purpose computer, a special-purpose computer, a computer network, or other programmable devices.

[0118] For the working process, working details and technical effects of the computer-readable storage medium provided in this embodiment, reference may be made to the embodiments of the network fault dispatching method in the foregoing text, which will not be elaborated herein.

[0119] Those of ordinary skill in the art can understand that all or part of the processes in the methods of the above embodiments can be completed by instructing relevant hardware through a computer program. The computer program can be stored in a non-volatile computer-readable storage medium. When the computer program is executed, it can include the processes of the embodiments of the above methods. Among them, any reference to a memory, storage, database, or other medium used in the embodiments provided in this application can include non-volatile and / or volatile memories. Non-volatile memories can include read-only memory (ROM), programmable ROM (PROM), electrically programmable ROM (EPROM), electrically erasable programmable ROM (EEPROM), or flash memory. Volatile memories can include random access memory (RAM) or external cache memory. By way of illustration and not limitation, RAM is available in various forms, such as static RAM (SRAM), dynamic RAM (DRAM), synchronous DRAM (SDRAM), double data rate SDRAM (DDR SDRAM), enhanced SDRAM (ESDRAM), synchronous link (Synchlink) DRAM (SLDRAM), memory bus (Rambus) direct RAM (RDRAM), direct memory bus dynamic RAM (DRDRAM), and memory bus dynamic RAM (RDRAM), etc.

[0120] The technical features of the above embodiments can be combined arbitrarily. For the sake of concise description, not all possible combinations of the technical features in the above embodiments are described. However, as long as there is no contradiction in the combination of these technical features, it should be considered as the scope described in this specification.

[0121] Those skilled in the art can clearly understand that for the convenience and conciseness of description, only the above division of each functional unit and module is used as an example. In actual applications, the above functions can be allocated to different functional units and modules according to needs, that is, the internal structure of the system described in this application is divided into different functional units or modules to complete all or part of the functions described above.

Claims

1. A network fault dispatching method, characterized in that: include: Receive a fault reporting request initiated by a fault reporting user through a customer hotline, and obtain the fault reporting information of the fault reporting user during the fault reporting call, wherein the fault reporting information includes the fault reporting telephone number, the fault reporting time, the fault description information and the fault type; Acquire interactive signaling data of the fault reporting phone number during the fault reporting call, and determine the estimated location of the fault reporting user based on the interactive signaling data; Obtaining measurement report data of the fault reporting phone number, and determining location information of the fault reporting user based on the measurement report data and the estimated location; Marking the location information of the fault-reporting user on a map to form a network space situation map; Based on the network space situation map, fault reporting work orders of different urgency levels are generated, and the fault reporting work orders are assigned to maintenance personnel within a preset range.

2. The network fault dispatching method according to claim 1, characterized in that: Receive the fault reporting request initiated by the fault reporting user through the customer hotline, and obtain the fault reporting information of the fault reporting user during the fault reporting call, including: Receive the fault reporting request initiated by the fault reporting user through the customer hotline, and record the time of the fault reporting request as the fault reporting time based on the system timestamp; Obtaining the fault reporting telephone number corresponding to the fault reporting request through number recognition technology; Receive the voice information output by the fault reporting user under the guidance of the voice prompt, and extract the fault reporting description information from the voice information of the fault reporting user through the voice recognition technology; Extracting the fault type from the fault description information based on a rule engine; The fault reporting time, fault reporting telephone number, fault reporting description information and fault type are integrated into the fault reporting information.

3. The network fault dispatching method according to claim 1, characterized in that: Acquiring interactive signaling data of the fault reporting phone number during the fault reporting call, and determining the estimated location of the fault reporting user based on the interactive signaling data, including: Collect the interactive signaling data of the fault reporting phone number from the signaling monitoring system through SFTP; The interactive signaling data is screened to determine a candidate base station that provides service for the fault reporting telephone number, and the candidate base station is used as the estimated location of the fault reporting user.

4. The network fault dispatching method according to claim 3, characterized in that: Determining the location information of the fault reporting user based on the measurement report data and the estimated location includes: Obtain the signal strength of the fault reporting telephone number at the estimated location from the measurement report data; Based on the signal strength of the number, a distance difference between the candidate base station and the fault reporting user is determined using a three-point positioning method and a path loss model; The location coordinates of the user reporting the error are determined based on the distance difference.

5. The network fault dispatching method according to claim 1, characterized in that: Based on the location information of the fault reporting user, the location information is marked on the map to form a network space situation map, including: Marking the location information of the fault-reporting user on the map, and dividing the marked map into image blocks according to preset area sizes; Counting the number of users reporting faults in the image block at preset time intervals; Based on the number of users reporting faults in each image block, a network space situation map is generated.

6. The network fault dispatching method according to claim 1, characterized in that: Generate troubleshooting work orders of different urgency levels based on the cyberspace situation map, including: Counting the number of users reporting faults in the network space situation map; When the number of fault reporting users is within a first numerical range, a first risk fault reporting work order is generated; When the number of fault reporting users is within a second numerical range, a second risk fault reporting work order is generated; When the number of reporting users is within a third numerical range, a third risk reporting work order is generated.

7. A network failure dispatching device, characterized in that: include: A fault reporting information acquisition module is used to receive a fault reporting request initiated by a fault reporting user through a customer hotline, and obtain the fault reporting information of the fault reporting user during the fault reporting call, wherein the fault reporting information includes the fault reporting telephone number, the fault reporting time, and the fault description information; An estimated location determination module, used to obtain the interactive signaling data of the fault reporting phone number during the fault reporting call, and determine the estimated location of the fault reporting user based on the interactive signaling data; A location information determination module, used to obtain the measurement report data of the fault reporting phone number, and determine the location information of the fault reporting user based on the measurement report data and the estimated location; A network situation map generation module is used to mark the location information of the fault reporting user on the map to form a network space situation map; A work order generation module is used to generate fault reporting work orders of different urgency levels based on the cyberspace situation map, and assign the fault reporting work orders to maintenance personnel within a preset range.

8. The network failure dispatching device according to claim 7, characterized in that: The location information determination module is also used for: Obtain the signal strength of the fault reporting telephone number at the estimated location from the measurement report data; Based on the signal strength of the number, a distance difference between the candidate base station and the fault reporting user is determined using a three-point positioning method and a path loss model; The location coordinates of the user reporting the error are determined based on the distance difference.

9. A computer device, characterized in that: The method comprises a memory, a processor and a computer program stored in the memory, wherein the processor executes the computer program to implement the steps of the method according to any one of claims 1 to 7.

10. A computer-readable storage medium, characterized in that: The computer-readable storage medium stores a computer program, and when the computer program is executed by a processor, the steps of the method according to any one of claims 1 to 7 are implemented.

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