Network trouble reporting assistance method, apparatus, and medium

Abstract

This application provides a network fault reporting assistance method, device, and medium, relating to the field of network technology. The method includes: a backend server obtaining network-side fault reporting prompt information matching a first optical modem terminal, and sending the network-side fault reporting prompt information to the corresponding first optical modem terminal. The first optical modem terminal is an optical modem terminal in the backend server's own network that has a network fault reporting prompt information configuration function; the first optical modem terminal configures itself with network fault reporting prompt information including the network-side fault reporting prompt information from the backend server; the first optical modem terminal detects whether it has experienced a network fault; and in response to detecting a network fault, the first optical modem terminal sends network fault reporting prompt information including the network-side fault reporting prompt information to the user terminals it serves. This application can reduce the difficulty of fault reporting operations, improve the efficiency of reporting optical modem network outages, shorten the fault handling cycle, and enhance the user experience.

Description

Technical Field

[0001] This application relates at least to the field of network technology, and in particular to a network fault reporting assistance method, device and medium. Background Technology

[0002] Currently, fiber optic broadband uses optical modems as the core terminal for photoelectric signal conversion to achieve network access. Network outages are caused by line interruptions, optical modem hardware malfunctions, network congestion, etc. Users need to report the fault through the operator's customer service hotline or paper documents, and then dispatch and maintenance personnel will come to handle it. Fault reporting accounts for 30%-50% of the total fault handling time. Summary of the Invention

[0003] To address the aforementioned shortcomings, this application provides a network fault reporting assistance method, device, and medium to solve the following technical problem: how to reduce the difficulty of fault reporting operations and improve the efficiency of reporting network outages of optical modems.

[0004] Firstly, this application provides a network fault reporting assistance method, the method comprising:

[0005] The backend server obtains the network fault notification information that matches the first optical modem terminal and sends the network fault notification information to the corresponding first optical modem terminal. The first optical modem terminal is an optical modem terminal in the backend server's own network that has the function of configuring network fault notification information.

[0006] The first optical modem terminal is configured with network fault reporting information, which includes network fault reporting information from the backend server. The first optical modem terminal detects whether it has a network fault. In response to detecting a network fault, the first optical modem terminal sends network fault reporting information, which includes network fault reporting information, to the user terminals it serves.

[0007] Furthermore, the backend server obtains network-side fault reporting information matching the first optical modem terminal and sends the network-side fault reporting information to the corresponding first optical modem terminal. The first optical modem terminal is an optical modem terminal in the backend server's own network that has the function of configuring network fault reporting information, specifically including:

[0008] The backend server establishes a local resource database, which stores communication lines, local information corresponding to the communication lines, and contact numbers of maintenance personnel corresponding to the local information.

[0009] The backend server obtains the first optical modem terminal in its own network that has been newly modified to have network fault reporting information configuration function, and / or the first optical modem terminal newly registered in its own network with network fault reporting information configuration function, and / or the first optical modem terminal in the local resource database that has been issued network fault reporting information before the update corresponding to the data update;

[0010] The backend server obtains the location information of the first optical modem terminal based on the communication line corresponding to it, and obtains network-side fault reporting information that includes at least the contact number of the maintenance personnel matching the location information of the first optical modem terminal. The network-side fault reporting information including the contact number of the maintenance personnel is then sent to the corresponding first optical modem terminal.

[0011] Furthermore, the first optical modem terminal is configured with network fault reporting information that includes network fault reporting information from the backend server, specifically including:

[0012] The first optical modem terminal stores network fault notification information in its own information storage module, including its own user-side network account and / or device information, as well as network fault notification information from the backend server, including the contact number of the maintenance personnel.

[0013] Furthermore, the first optical modem terminal detects whether it is experiencing a network failure, specifically including:

[0014] The first optical modem terminal's own performance detection module detects its own primary performance data, including monitoring its own optical power and detecting network heartbeat packets. Based on the primary performance data, it identifies in real time whether it is in a network outage state and determines the cause of the network outage. The causes of the network outage include line interruption, optical modem hardware malfunction, or network congestion.

[0015] Furthermore, in response to detecting a network fault, the first optical modem terminal sends a network fault notification message, including network-side fault notification information, to the user terminals it serves. Specifically, this includes:

[0016] Upon recognizing that it is currently offline, the first optical modem terminal sends a pop-up window to the user terminals it serves, displaying the user's network account and / or device information, the reason for the offline status, and network fault reporting information including the contact number of the maintenance personnel.

[0017] Furthermore, the first optical modem terminal sends pop-up windows to the user terminals it serves, specifically including:

[0018] The first optical modem terminal hijacks the URL of the user terminal that accesses the network through itself, and redirects the user terminal's current page to a pre-formatted network disconnection pop-up page through the URL. The pre-formatted network disconnection pop-up page is developed based on HTML5 and is pushed to the user terminal via the DHCP protocol. The user terminal includes mobile phones and computers.

[0019] Furthermore, the method also includes:

[0020] The back-end service system receives user network fault information, obtains the first optical modem terminal corresponding to the user network fault information, collects the second performance data of the first optical modem terminal corresponding to the user network fault information, and assists maintenance personnel in repairing user network faults based on the second performance data.

[0021] Furthermore, among which:

[0022] The backend server communicates with the first optical modem terminal via the TR069 protocol to enable the distribution of network fault reporting information and the collection of second performance data.

[0023] User network fault information is reported by the user to the maintenance personnel via the contact number displayed on the user's terminal. The maintenance personnel then report it to the backend service system, or...

[0024] The network fault reporting information also includes a fault reporting link for the back-end service system. The user's network fault information is automatically sent to the back-end service system by the user through the fault reporting link. The back-end service system then dispatches the user's network fault information to the maintenance personnel based on the maintenance personnel's contact number.

[0025] Maintenance personnel can remotely or on-site repair user network faults based on the cause of the network outage and secondary performance data.

[0026] Secondly, this application provides a network fault reporting assistance device, the system comprising:

[0027] The backend server is used to obtain network fault notification information that matches the first optical modem terminal and send the network fault notification information to the corresponding first optical modem terminal. The first optical modem terminal is an optical modem terminal in the backend server's own network that has the function of configuring network fault notification information.

[0028] The first optical modem terminal connects to the backend server and is used to configure itself to send network fault notification information, including network fault notification information from the backend server. The first optical modem terminal detects whether it has a network fault. In response to detecting that it has a network fault, the first optical modem terminal sends network fault notification information, including network fault notification information, to the user terminals it serves.

[0029] Thirdly, this application provides a computer-readable storage medium storing a computer program that, when executed by a processor, implements the network fault reporting assistance method described above.

[0030] This application provides a network fault reporting assistance method, device, and medium. By improving the configuration of network fault reporting prompt information on the optical modem terminal, the backend server obtains the network-side fault reporting prompt information corresponding to the optical modem terminal. The optical modem terminal is configured with network fault reporting prompt information including the network-side fault reporting prompt information. When it experiences a network failure, it provides the prompt information to the user, enabling the user to accurately report the fault, reducing the difficulty of the user's fault reporting operation, and improving the efficiency of fault handling after reporting. Attached Figure Description

[0031] Figure 1 This is a flowchart of a network fault reporting assistance method according to an embodiment of this application;

[0032] Figure 2 This is a schematic diagram of the structure of a network fault reporting assistance system according to an embodiment of this application;

[0033] Figure 3 This is a flowchart illustrating the configuration and distribution process of a network optical modem according to an embodiment of this application;

[0034] Figure 4 This is a flowchart illustrating the configuration distribution process for a newly registered optical modem according to an embodiment of this application.

[0035] Figure 5 This is a flowchart illustrating a fault reporting and processing method according to an embodiment of this application;

[0036] Figure 6 This is a schematic diagram of the structure of a computer-readable storage medium according to an embodiment of this application;

[0037] Figure 7 This is a schematic diagram of the structure of a computer device according to an embodiment of this application. Detailed Implementation

[0038] To enable those skilled in the art to better understand the technical solution of this application, the embodiments of this application will be further described in detail below with reference to the accompanying drawings.

[0039] It is understood that the specific embodiments and accompanying drawings described herein are merely for explaining this application and are not intended to limit this application.

[0040] It is understood that, without conflict, the various embodiments and features in the embodiments of this application can be combined with each other.

[0041] It is understood that, for ease of description, only the parts relevant to this application are shown in the accompanying drawings, while parts unrelated to this application are not shown in the drawings.

[0042] It is understood that each module or unit involved in the embodiments of this application may correspond to only one entity structure, or may be composed of multiple entity structures, or multiple modules or units may be integrated into one entity structure.

[0043] It is understood that, without conflict, the functions and steps marked in the flowcharts and block diagrams of this application may occur in a different order than that marked in the accompanying drawings.

[0044] It is understood that the flowcharts and block diagrams of this application illustrate the possible architecture, functions, and operations of systems, apparatuses, devices, and methods according to various embodiments of this application. Each block in a flowchart or block diagram may represent a module, unit, program segment, or code, containing executable instructions for implementing the specified function. Furthermore, each block or combination of blocks in the block diagrams and flowcharts may be implemented using a hardware-based device to implement the specified function, or using a combination of hardware and computer instructions.

[0045] It is understood that the modules and units involved in the embodiments of this application can be implemented by software or by hardware. For example, the modules and units can be located in the processor.

[0046] Example 1:

[0047] like Figure 1 As shown, this application provides a network fault reporting assistance method, the method comprising:

[0048] S1. The backend server obtains the network fault notification information that matches the first optical modem terminal and sends the network fault notification information to the corresponding first optical modem terminal. The first optical modem terminal is an optical modem terminal in the backend server's own network that has the function of configuring network fault notification information.

[0049] S2. The first optical modem terminal is configured with network fault reporting information including network fault reporting information from the backend server. The first optical modem terminal detects whether it has a network fault. In response to detecting that it has a network fault, the first optical modem terminal sends network fault reporting information including network fault reporting information to the user terminals it serves.

[0050] In this embodiment, the method improves the configurability of network fault reporting information on the optical modem terminal. The backend server obtains the network fault reporting information corresponding to the optical modem terminal. The optical modem terminal is configured with network fault reporting information including the network side fault reporting information. When it experiences a network failure, it provides the information to the user so that the user can accurately report the fault, reduce the difficulty of reporting the fault, and improve the efficiency of fault handling after reporting the fault.

[0051] Specifically, this embodiment addresses the issue that network-side fault reporting information may change, such as due to staff turnover or job transfers, leading to changes in the responsible maintenance personnel for users. Users may find it difficult to obtain real-time updates on these personnel. Therefore, the backend server promptly distributes network-side fault reporting information to the optical modem. The optical modem needs to be improved to have information configuration capabilities, providing accurate network-side fault reporting information to users when network failures occur. This allows users to report faults based on the information, reducing operational difficulty, improving information accuracy, and ultimately increasing fault handling efficiency.

[0052] In one embodiment, S1, the backend server obtains network-side fault reporting information matching the first optical modem terminal and sends the network-side fault reporting information to the corresponding first optical modem terminal. The first optical modem terminal is an optical modem terminal in the backend server's own network that has network fault reporting information configuration function, specifically including:

[0053] The backend server establishes a local resource database, which stores communication lines, local information corresponding to the communication lines, and contact numbers of maintenance personnel corresponding to the local information.

[0054] The backend server obtains the first optical modem terminal in its own network that has been newly modified to have network fault reporting information configuration function, and / or the first optical modem terminal newly registered in its own network with network fault reporting information configuration function, and / or the first optical modem terminal in the local resource database that has been issued network fault reporting information before the update corresponding to the data update;

[0055] The backend server obtains the location information of the first optical modem terminal based on the communication line corresponding to it, and obtains network-side fault reporting information that includes at least the contact number of the maintenance personnel matching the location information of the first optical modem terminal. The network-side fault reporting information including the contact number of the maintenance personnel is then sent to the corresponding first optical modem terminal.

[0056] Specifically, given the current lag and low efficiency in matching local maintenance resources, the matching by local maintenance teams relies on system parsing of user-input addresses, which is time-consuming on average. Furthermore, if the user-input address is ambiguous (e.g., only the XX community number is entered without specifying the unit number), matching errors are easily caused, requiring additional time for correction. This embodiment provides a rapid fault reporting assistance method based on the optical modem's network outage pop-up window, employing methods such as... Figure 2The system structure shown consists of two parts: an optical modem terminal and an operator's backend server. The core of this solution is a closed-loop process of "terminal pop-up trigger - fault reporting information assistance - direct connection to local maintenance personnel," specifically including local processing at the optical modem and collaborative interaction with the backend server. The backend server is configured with a local resource database, which stores information on maintenance teams in each region (including contact person's phone number, jurisdiction code, etc.). This database is associated with the local codes pre-stored on the optical modem. Based on the user's network's local information, the system matches the corresponding maintenance personnel. The maintenance personnel's phone number is pre-stored on the optical modem. In case of a fault, the user can directly contact the maintenance personnel to repair the network without needing the system to match maintenance personnel, thus improving repair efficiency and user experience.

[0057] Network fault reporting information includes the initial information for newly upgraded or newly registered optical modems, as well as update information for optical modems that have already received information.

[0058] The configuration and distribution process for the optical modem is as follows: Figure 3 As shown, the steps include:

[0059] Configure the association between location and maintenance phone number: Configure the corresponding maintenance contact number for each city and save it to the database;

[0060] Configure the distribution strategy: Configure the optical modem model that needs to be distributed as needed, which can be configured by region, optical modem model or list;

[0061] Received optical modem heartbeat information: Active optical modems will report heartbeat information to the management platform every 12 hours;

[0062] Whether to distribute: The platform processes the heartbeat reported by the device and determines whether it is an optical modem that needs to distribute the pop-up configuration. If it does not need to distribute, the configuration process ends; if it needs to distribute, the optical modem is added to the configuration value distribution list.

[0063] The platform will distribute the location and maintenance phone number to the optical modems in the distribution list in sequence.

[0064] The process for distributing configurations to newly registered optical modems is as follows: Figure 4 As shown, the steps include:

[0065] Configure the association between location and maintenance phone number: Configure the corresponding maintenance contact number for each city and save it to the database;

[0066] Received optical modem registration information: When registering an optical modem, initiate the registration process with the platform;

[0067] Zero-configuration simultaneous distribution of local area and maintenance phone number: While distributing zero-configuration services, the local area and maintenance phone number information are also distributed to the optical modem.

[0068] In one embodiment, in S2, the first optical modem terminal configures itself with network fault notification information including network fault notification information from the backend server, specifically including:

[0069] The first optical modem terminal stores network fault notification information in its own information storage module, including its own user-side network account and / or device information, as well as network fault notification information from the backend server, including the contact number of the maintenance personnel.

[0070] In this embodiment, as Figure 2 As shown, by integrating network outage detection, information pre-storage, and pop-up interaction modules into the optical modem terminal, a fault reporting pop-up is automatically triggered when the network is lost. Users can quickly report faults based on the prompts, solving the problems of high operational threshold and cumbersome processes in existing technologies. The information storage module stores information including user account, optical modem unique identifier (SN code, SerialNumber), location code, and the corresponding fault reporting contact number.

[0071] In one embodiment, in S2, the first optical modem terminal detects whether it has experienced a network failure, specifically including:

[0072] The first optical modem terminal's own performance detection module detects its own primary performance data, including monitoring its own optical power and detecting network heartbeat packets. Based on the primary performance data, it identifies in real time whether it is in a network outage state and determines the cause of the network outage. The causes of the network outage include line interruption, optical modem hardware malfunction, or network congestion.

[0073] In this embodiment, as Figure 2 As shown, the optical modem terminal's performance detection module: It identifies network outage status and fault type (such as optical path fault, device power failure, etc.) in real time through optical power monitoring (threshold ≤ -28dBm to determine optical path fault) and network heartbeat packet detection (five consecutive no responses to determine network outage). The pop-up notification module: A pop-up window is triggered when the network is out of service, with the interface including "User Account," "Fault Type (auto-fill)," "Location (auto-fill)," and "Contact Number (editable)."

[0074] In one embodiment, in S2, the first optical modem terminal, in response to detecting a network fault, sends network fault notification information, including network-side fault notification information, to the user terminals it serves. Specifically, this includes:

[0075] Upon recognizing that it is currently offline, the first optical modem terminal sends a pop-up window to the user terminals it serves, displaying the user's network account and / or device information, the reason for the offline status, and network fault reporting information including the contact number of the maintenance personnel.

[0076] Specifically, current user support technology likely relies on a unified customer service hotline for reporting faults: users call the operator's customer service hotline, manually describe the fault and their address, and the customer service representative enters the information into the system before dispatching the user to the local team. This system fundamentally depends on a three-tiered information transmission system: "user-customer service-maintenance personnel," lacking automatic guidance at the terminal side. This leads to the following problems:

[0077] Low information accuracy: The system requires manual input of addresses, fault codes, and other information, which is prone to errors due to users misremembering addresses or misinterpreting fault prompts. Statistics show that such manual input errors account for over 60% of fault report errors, directly leading to maintenance personnel needing to verify information a second time after dispatching a service, thus extending processing time.

[0078] Localization matching is lagging: In the existing solution, users need to manually enter the address information, and then the platform matches the local team through address parsing. This takes a long time on average and may lead to matching errors due to ambiguous addresses (such as "Building 3 of XX Community" without a clear unit number).

[0079] High user threshold: Elderly users and users with weak digital skills often give up on reporting faults in a timely manner because they are unfamiliar with the operation of third-party platforms or cannot understand fault codes, resulting in delays in fault reporting.

[0080] This embodiment uses, as follows: Figure 5 The fault reporting and handling process shown, taking "the user's home optical modem triggers a fault report due to optical path interruption" as an example, includes the following steps:

[0081] The performance detection module detects a network outage: The detection module monitors the optical power value in real time. When the optical power is detected to be ≤-28dBm for 10 seconds, it is determined to be an "optical path fault" and triggers a network outage signal.

[0082] Hijacking user access URL (Uniform Resource Locator): After the network is disconnected, the user's access URL is hijacked and redirected to the page URL of the network disconnection pop-up window;

[0083] A pop-up window appears indicating a network outage: The page displays the user's account, the cause of the problem, and the maintenance contact number.

[0084] Users report faults based on fault prompts and maintenance phone numbers: Users call the maintenance phone number and report faults according to the prompts on the page;

[0085] Operations and maintenance personnel can troubleshoot remotely or on-site depending on the specific fault situation: Based on the information provided by the user and in conjunction with other systems, operations and maintenance personnel can quickly determine the problem. If the fault can be repaired remotely, it can be quickly resolved. If on-site troubleshooting or handling is required, a work order will be initiated to arrange for a smart home technician to come to the site for troubleshooting.

[0086] In one implementation, the first optical modem terminal sends a pop-up window to the user terminals it serves, specifically including:

[0087] The first optical modem terminal hijacks the URL of the user terminal that accesses the network through itself, and redirects the user terminal's current page to a pre-formatted network disconnection pop-up page through the URL. The pre-formatted network disconnection pop-up page is developed based on HTML5 and is pushed to the user terminal via the DHCP protocol. The user terminal includes mobile phones and computers.

[0088] In this embodiment, the following improvements need to be made to the backend server and optical modem:

[0089] Optical modem terminal: Modified version, which needs to support the distribution of telephone parameters to city and maintenance personnel;

[0090] The backend server uses Java to develop configuration management and configuration distribution functions. The local resource database is built on MySQL (a relational database management system) and communicates with the optical modem through the TR069 protocol (a communication protocol between CPE and ACS) to achieve data distribution.

[0091] Pop-up interaction: The pop-up interface is developed using HTML5 (Hypertext Markup Language) technology. The optical modem pushes the interface link to the connected terminal devices via DHCP (Dynamic Host Configuration Protocol), supporting access from multiple terminals such as computers and mobile phones.

[0092] In one embodiment, the method further includes:

[0093] The back-end service system receives user network fault information, obtains the first optical modem terminal corresponding to the user network fault information, collects the second performance data of the first optical modem terminal corresponding to the user network fault information, and assists maintenance personnel in repairing user network faults based on the second performance data.

[0094] In this embodiment, as Figure 2 As shown, the backend server also includes a data collection module: collecting the performance data of the optical modem (performance data such as optical attenuation). This performance data can be used to further locate the cause of the fault from the network side after the user reports a fault, so as to help the operation and maintenance personnel improve the operation and maintenance efficiency.

[0095] In one embodiment, wherein:

[0096] The backend server communicates with the first optical modem terminal via the TR069 protocol to enable the distribution of network fault reporting information and the collection of second performance data.

[0097] User network fault information is reported by the user to the maintenance personnel via the contact number displayed on the user's terminal. The maintenance personnel then report it to the backend service system, or...

[0098] The network fault reporting information also includes a fault reporting link for the back-end service system. The user's network fault information is automatically sent to the back-end service system by the user through the fault reporting link. The back-end service system then dispatches the user's network fault information to the maintenance personnel based on the maintenance personnel's contact number.

[0099] Maintenance personnel can remotely or on-site repair user network faults based on the cause of the network outage and secondary performance data.

[0100] In this embodiment, the combination of platform protection and remote management reporting technologies improves the user's fault reporting experience.

[0101] The core principle of the "Optical Modem Fault Alert + Third-Party Platform Fault Reporting" mode is as follows: After the optical modem detects a network outage, it alerts the user through a local indicator light or built-in interface. The user then needs to report the fault independently through a third-party platform such as a mobile app or the operator's official website. The technical methods and steps are as follows:

[0102] Fault Detection and Alerts: The optical modem has a built-in fault detection module (such as optical power detection and network heartbeat detection). When a network outage is detected (such as optical power being lower than the threshold or no network response within 10 seconds), a local alert is triggered. This alert is displayed by flashing indicator lights (such as a solid red light indicating an optical path fault) or by displaying a basic fault code (such as “ERR-001” indicating an optical path abnormality) on a terminal device connected to the optical modem (such as a computer).

[0103] User self-reporting faults: After observing the prompt, users need to manually operate a third-party platform (such as the operator's official APP), enter information such as home address, contact number, fault code, etc., and submit a fault report application;

[0104] Operator processing: After receiving the fault report, the platform matches the local maintenance team by address, dispatches the order to the maintenance personnel, and the maintenance personnel contact the user and go to the site to repair it.

[0105] In this mode, the fault prompts and reporting entry points of the optical modem are completely separated. Users need to obtain fault information from the optical modem and then switch to a mobile phone / computer to operate a third-party platform. The steps are cumbersome (averaging 5-8 steps). Furthermore, the third-party platform may be inaccessible due to network interruption when the network is disconnected (if the user only relies on this broadband network).

[0106] This embodiment simplifies user operations and improves the accuracy of information entry by providing a fault reporting link and automatically filling in information. Users can choose to report faults directly to the maintenance personnel or to the platform.

[0107] Optical modem remote management system fault reporting: The operator monitors the status of the optical modem through a remote management platform (such as the TR069 protocol) and proactively contacts the user to confirm the fault after it is detected. However, this mode relies on the operator's proactive monitoring, and the user has no way to trigger it actively, and it cannot cover all fault types (such as local power failure).

[0108] This embodiment remotely monitors the user's network after the user reports a fault, analyzes the cause of the network failure, improves the accuracy of network fault diagnosis, and increases operation and maintenance efficiency.

[0109] Overall, this embodiment reduces the difficulty of reporting faults by displaying relevant fault information and contact numbers in a pop-up window, improves applicability to different user groups, and solves the problem of high user operation threshold. Through the above improvements, it increases the efficiency of reporting faults in the case of optical modem network outage, shortens the fault handling cycle, and enhances the user experience.

[0110] This embodiment addresses the following issues:

[0111] The fault reporting entry point is separated from the terminal, resulting in link breakage: In existing technologies, the network outage prompts of the optical modem (such as indicator lights and fault codes) and the fault reporting entry point (such as third-party apps and customer service phone numbers) are independent of each other. Users need to obtain fault information from the optical modem and then manually switch to other devices (mobile phones, computers) to operate the fault reporting entry point, which is a cumbersome process; moreover, if the user relies solely on the broadband network when the network is down, third-party platforms may be unable to access them due to network interruption, thus hindering fault reporting.

[0112] Fault information relies on manual input, resulting in low accuracy: Current solutions require users to manually enter information such as home address, contact number, and fault symptoms. This is prone to errors due to misremembering addresses or misinterpreting modem fault prompts (e.g., confusing fault codes). Statistics show that such manual input errors account for a high percentage of reported fault information errors, directly requiring maintenance personnel to perform secondary verification after dispatching work orders, thus extending the fault handling cycle.

[0113] The matching of local maintenance resources is lagging and inefficient: In the existing technology, the matching of local maintenance teams depends on the system parsing after the user enters the address, which takes a long time on average; and if the user enters an ambiguous address, it is easy to cause matching errors, which require additional time to correct.

[0114] High user operation threshold and poor applicability: Elderly users and users with weak digital skills often find it difficult to complete the fault reporting operation because they are not familiar with the operation process of third-party platforms and cannot understand the meaning of optical modem fault codes, resulting in failure to report faults in a timely manner and further prolonging the repair time.

[0115] The technical solution in this embodiment achieves the following beneficial effects:

[0116] When the optical modem terminal loses network access, an integrated fault reporting pop-up window mechanism is automatically triggered. After detecting the network loss, the optical modem pushes the fault reporting pop-up window directly to the connected terminal devices (such as computers and mobile phones) through the built-in pop-up window interaction module, realizing the direct binding of the fault reporting entry to the optical modem terminal. Users do not need to switch to a third-party platform or find customer service channels. This mechanism solves the problem of "separation of fault prompts and fault reporting entry" in the existing technology and simplifies the fault reporting link.

[0117] The optical modem can be configured with the storage location and contact number of the maintenance personnel. When the network is disconnected, it can automatically associate the fault type (such as optical path interruption, power failure) and user account identified by the network disconnection detection module to form a complete fault report. This avoids the errors caused by relying on manual input of information by users in the existing technology and achieves accurate transmission of information with "zero manual input".

[0118] The pop-up interaction design is optimized to adapt to multiple user groups. The fault reporting pop-up adopts the method of "displaying the required information on one page", which supports users to quickly report faults and reduces the operation threshold for elderly users and users with weak digital skills. This design addresses the shortcomings of existing technologies such as "complex operation process and poor user adaptability" and improves the universality of fault reporting.

[0119] Example 2:

[0120] like Figure 2 As shown, this application provides a network fault reporting assistance device, the system comprising:

[0121] The backend server is used to obtain network fault notification information that matches the first optical modem terminal and send the network fault notification information to the corresponding first optical modem terminal. The first optical modem terminal is an optical modem terminal in the backend server's own network that has the function of configuring network fault notification information.

[0122] The first optical modem terminal connects to the backend server and is used to configure itself to send network fault notification information, including network fault notification information from the backend server. The first optical modem terminal detects whether it has a network fault. In response to detecting that it has a network fault, the first optical modem terminal sends network fault notification information, including network fault notification information, to the user terminals it serves.

[0123] In one embodiment, the backend server specifically includes:

[0124] The database module is used to establish a local resource database, which stores communication lines, local information corresponding to the communication lines, and contact numbers of maintenance personnel corresponding to the local information.

[0125] The optical modem acquisition module is connected to the database module and is used to acquire the first optical modem terminal in its own network that has been newly transformed to have the function of configuring network fault reporting information, and / or the first optical modem terminal in its own network that has been newly registered to have the function of configuring network fault reporting information, and / or the first optical modem terminal in the local resource database that has been issued network fault reporting information before the update corresponding to the data update.

[0126] The distribution module, connected to the optical modem acquisition module, is used to obtain the location information of the first optical modem terminal based on the communication line corresponding to it, obtain network-side fault reporting information including at least the contact number of the maintenance personnel that matches the location information of the first optical modem terminal, and distribute the network-side fault reporting information including the contact number of the maintenance personnel to the corresponding first optical modem terminal.

[0127] In one embodiment, the first optical modem terminal specifically includes:

[0128] The information storage module is used to store network fault reporting information, including its own user-side network account and / or device information, as well as network fault reporting information from the backend server, including the contact number of the operation and maintenance personnel.

[0129] In one embodiment, the first optical modem terminal specifically includes:

[0130] The performance detection module is used to detect its own primary performance data, including monitoring its own optical power and detecting network heartbeat packets. Based on the primary performance data, it can identify in real time whether it is in a network outage state and determine the cause of the network outage. The causes of the network outage include line interruption, optical modem hardware failure, or network congestion.

[0131] In one embodiment, the first optical modem terminal specifically includes:

[0132] The pop-up notification module is used to send pop-ups to the user terminals it serves when it detects that it is currently offline. The pop-ups display the user's network account and / or device information, the reason for the network outage, and network fault reporting information including the contact number of the maintenance personnel.

[0133] In one implementation, the pop-up notification module is specifically used for:

[0134] The system hijacks the URL of a user terminal accessing the network through the first optical modem terminal, and redirects the user terminal's current page to a pre-formatted network disconnection pop-up page via the URL. The pre-formatted network disconnection pop-up page is developed based on HTML5 and is pushed to the user terminal via the DHCP protocol. The user terminal includes mobile phones and computers.

[0135] In one embodiment, the backend service system further includes:

[0136] The operation and maintenance assistance module is used to receive user network fault information, obtain the first optical modem terminal corresponding to the user network fault information, collect the second performance data of the first optical modem terminal corresponding to the user network fault information, and assist operation and maintenance personnel in repairing user network faults based on the second performance data.

[0137] In one embodiment, wherein:

[0138] The backend server communicates with the first optical modem terminal via the TR069 protocol to enable the distribution of network fault reporting information and the collection of second performance data.

[0139] User network fault information is reported by the user to the maintenance personnel via the contact number displayed on the user's terminal. The maintenance personnel then report it to the backend service system, or...

[0140] The network fault reporting information also includes a fault reporting link for the back-end service system. The user's network fault information is automatically sent to the back-end service system by the user through the fault reporting link. The back-end service system then dispatches the user's network fault information to the maintenance personnel based on the maintenance personnel's contact number.

[0141] Maintenance personnel can remotely or on-site repair user network faults based on the cause of the network outage and secondary performance data.

[0142] Example 3:

[0143] like Figure 6 As shown, Embodiment 3 of this application provides a computer-readable storage medium storing a computer program. When the computer program is run by a processor, it implements the network fault reporting assistance method as described in Embodiment 1. It can be understood that the computer-readable storage medium in this embodiment is divided into two parts: one part is located on a backend server, and the other part is located on a first optical modem terminal. Its computer program implements the functions of the backend server and the first optical modem terminal, respectively.

[0144] The computer-readable storage medium includes volatile or non-volatile, removable or non-removable media implemented in any method or technology for storing information (such as computer-readable instructions, data structures, computer program units, or other data). Computer-readable storage media include, but are not limited to, RAM (Random Access Memory), ROM (Read-Only Memory), EEPROM (Electrically Erasable Programmable Read-Only Memory), flash memory or other memory technologies, CD-ROM (Compact Disc Read-Only Memory), DVD or other optical disc storage, cartridges, magnetic tapes, disk storage or other magnetic storage devices, or any other medium that can be used to store desired information and is accessible to a computer.

[0145] like Figure 7As shown, this application can also provide a computer device, including a memory and a processor. The memory stores a computer program, and when the processor runs the computer program stored in the memory, the processor executes the network fault reporting assistance method as described in Embodiment 1. This computer device can be the network fault reporting assistance system as described in Embodiment 2.

[0146] The memory is connected to the processor. The memory can be flash memory, read-only memory or other types of memory. The processor can be a central processing unit or a microcontroller.

[0147] Embodiments 1-3 of this application provide a network fault reporting assistance method, device, and medium. By improving the configuration of network fault reporting prompt information on the optical modem terminal, the backend server obtains the network-side fault reporting prompt information corresponding to the optical modem terminal. The optical modem terminal is configured with network fault reporting prompt information including the network-side fault reporting prompt information. When it experiences a network fault, it provides the prompt information to the user so that the user can accurately report the fault, reduce the difficulty of the user's fault reporting operation, and improve the efficiency of fault handling after reporting.

[0148] It is understood that the above embodiments are merely exemplary implementations used to illustrate the principles of this application, and this application is not limited thereto. For those skilled in the art, various modifications and improvements can be made without departing from the spirit and substance of this application, and these modifications and improvements are also considered to be within the scope of protection of this application.

Claims

1. A network fault reporting assistance method, characterized in that, The method includes: The backend server obtains the network fault notification information that matches the first optical modem terminal and sends the network fault notification information to the corresponding first optical modem terminal. The first optical modem terminal is an optical modem terminal in the backend server's own network that has the function of configuring network fault notification information. The first optical modem terminal is configured with network fault reporting information, which includes network fault reporting information from the backend server. The first optical modem terminal detects whether it has a network fault. In response to detecting a network fault, the first optical modem terminal sends network fault reporting information, which includes network fault reporting information, to the user terminals it serves.

2. The method according to claim 1, characterized in that, The backend server obtains network fault notification information matching the first optical modem terminal and sends the network fault notification information to the corresponding first optical modem terminal. The first optical modem terminal is an optical modem terminal in the backend server's own network that has the function of configuring network fault notification information, specifically including: The backend server establishes a local resource database, which stores communication lines, local information corresponding to the communication lines, and contact numbers of maintenance personnel corresponding to the local information. The backend server obtains the first optical modem terminal in its own network that has been newly modified to have network fault reporting information configuration function, and / or the first optical modem terminal newly registered in its own network with network fault reporting information configuration function, and / or the first optical modem terminal in the local resource database that has been issued network fault reporting information before the update corresponding to the data update; The backend server obtains the location information of the first optical modem terminal based on the communication line corresponding to it, and obtains network-side fault reporting information that includes at least the contact number of the maintenance personnel matching the location information of the first optical modem terminal. The network-side fault reporting information including the contact number of the maintenance personnel is then sent to the corresponding first optical modem terminal.

3. The method according to claim 2, characterized in that, The first optical modem terminal is configured with network fault notification information, including network fault notification information from the backend server, specifically including: The first optical modem terminal stores network fault notification information in its own information storage module, including its own user-side network account and / or device information, as well as network fault notification information from the backend server, including the contact number of the maintenance personnel.

4. The method according to claim 3, characterized in that, The first optical modem terminal checks whether it is experiencing a network failure, specifically including: The first optical modem terminal's own performance detection module detects its own primary performance data, including monitoring its own optical power and detecting network heartbeat packets. Based on the primary performance data, it identifies in real time whether it is in a network outage state and determines the cause of the network outage. The causes of the network outage include line interruption, optical modem hardware malfunction, or network congestion.

5. The method according to claim 4, characterized in that, In response to detecting a network fault, the first optical modem terminal sends a network fault notification message, including network-side fault information, to the user terminals it serves. Specifically, this includes: Upon recognizing that it is currently offline, the first optical modem terminal sends a pop-up window to the user terminals it serves, displaying the user's network account and / or device information, the reason for the offline status, and network fault reporting information including the contact number of the maintenance personnel.

6. The method according to claim 5, characterized in that, The first optical modem terminal sends pop-up windows to the user terminals it serves, specifically including: The first optical modem terminal hijacks the URL of the user terminal that accesses the network through itself, and redirects the user terminal's current page to a pre-formatted network disconnection pop-up page through the URL. The pre-formatted network disconnection pop-up page is developed based on HTML5 and is pushed to the user terminal via the DHCP protocol. The user terminal includes mobile phones and computers.

7. The method according to claim 6, characterized in that, The method further includes: The back-end service system receives user network fault information, obtains the first optical modem terminal corresponding to the user network fault information, collects the second performance data of the first optical modem terminal corresponding to the user network fault information, and assists maintenance personnel in repairing user network faults based on the second performance data.

8. The method according to claim 7, characterized in that, in: The backend server communicates with the first optical modem terminal via the TR069 protocol to enable the distribution of network fault reporting information and the collection of second performance data. User network fault information is reported by the user to the maintenance personnel via the contact number displayed on the user's terminal. The maintenance personnel then report it to the backend service system, or... The network fault reporting information also includes a fault reporting link for the back-end service system. The user's network fault information is automatically sent to the back-end service system by the user through the fault reporting link. The back-end service system then dispatches the user's network fault information to the maintenance personnel based on the maintenance personnel's contact number. Maintenance personnel can remotely or on-site repair user network faults based on the cause of the network outage and secondary performance data.

9. A network fault reporting assistance system, characterized in that, The system includes: The backend server is used to obtain network fault notification information that matches the first optical modem terminal and send the network fault notification information to the corresponding first optical modem terminal. The first optical modem terminal is an optical modem terminal in the backend server's own network that has the function of configuring network fault notification information. The first optical modem terminal connects to the backend server and is used to configure itself to send network fault notification information, including network fault notification information from the backend server. The first optical modem terminal detects whether it has a network fault. In response to detecting that it has a network fault, the first optical modem terminal sends network fault notification information, including network fault notification information, to the user terminals it serves.

10. A computer-readable storage medium, characterized in that, The computer-readable storage medium stores a computer program that, when executed by a processor, implements the network fault reporting assistance method as described in any one of claims 1-8.

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