Gateway device for identifying the cause of telephone communication failures, telephone system having the same, method for identifying the cause of failures, computer program

Abstract

To provide a telephone system that identifies the cause of failures (abnormalities) such as the cause of the failure occurring in a telephone system as an abnormality in the telephone system, an abnormality on the network side (network side), or an operational error such as a setting error on the telephone system side, a gateway device, a failure cause identification method, and a program.SOLUTION: A gateway device 1 includes a GW setting information storage unit that stores setting information of the gateway device, an operation history storage unit that stores the operation history of the gateway device as operation history information, a cause identification list storage unit that stores information for identifying the cause of a failure occurring in a telephone system as a cause identification list, and a main device setting information receiving unit that acquires setting information of the main device and a GW control unit that centrally controls the operation of the gateway device.SELECTED DRAWING: Figure 2

Description

[Technical Field]

[0001] The present invention relates to a telephone system configured to include a main device, a telephone set, and a gateway device (hereinafter may be referred to as GW), and particularly relates to a technology for identifying the cause of a failure (abnormality) in the gateway device. [Background Art]

[0002] A communication GW connected to a telephone system is prone to failures (abnormalities), has a large number of returns from the market and inquiries, and thus has a problem that it takes a long time to identify the cause of the abnormality. For example, the communication failure detection system disclosed in Patent Document 1 relates to a communication failure detection system for detecting a communication failure in a communication system in which a terminal device is connected to a communication target via a secret communication network such as a VPN (Virtual Private Network). In this communication failure detection system, a first connection confirmation unit checks the connection between the terminal device and the target secret communication server on the secret communication network. A second connection confirmation unit checks the connection within the terminal-side local network from the terminal device to the gateway. A third connection confirmation unit checks the connection between the terminal device and the target wide area network server on the wide area network, and can detect which network has a failure. [Prior Art Documents] [Patent Documents]

[0003] [Patent Document 1] Japanese Unexamined Patent Application Publication No. 2010-258969 [Summary of the Invention] [Problem to be Solved by the Invention]

[0004] The communication failure detection system disclosed in Patent Document 1 can detect failures in the communication network, but it does not take into account problems on the telephone system side. In particular, a problem remains in that it is not possible to identify the cause of the failure (abnormality), such as whether the cause is an abnormality in the telephone system, an abnormality on the network side, or an abnormality due to operational errors (human error, etc.) such as misconfiguration on the telephone system side.

[0005] The primary objective of this invention is to provide a gateway device that can identify the cause of a failure in a telephone system, such as whether the failure is due to a malfunction in the telephone system itself, a malfunction on the network side, or an operational error (human error, etc.) such as a misconfiguration of the telephone system. The invention also provides a telephone system having this device, a method for identifying the cause of a failure, and a computer program. [Means for solving the problem]

[0006] The present invention, which solves the above problems, is a telephone system including a telephone, a main unit that controls the operation of the telephone, and a gateway device that mediates the exchange of voice data between a voice service server connected via an IP network and the main unit, wherein the gateway device includes a first storage means for storing setting information of the gateway device, a second storage means for storing the operation history of the gateway device as operation history information, a third storage means for storing information for identifying the cause of a failure that occurred in the telephone system as a cause identification list, an acquisition means for acquiring setting information of the main unit, and a control means for comprehensively controlling the operation of the gateway device, wherein the control means identifies the configuration of the connected equipment of the telephone system based on the setting information of the gateway device and the setting information of the main unit, determines whether or not a failure has occurred in the equipment of the telephone system based on this identification result, the operation history information and the cause identification list, and identifies the cause of the failure if it is determined that a failure has occurred.

[0007] Furthermore, the gateway device of the present invention is a gateway device for a telephone system that includes a telephone, a main unit that controls the operation of the telephone, and a gateway device that mediates the exchange of voice data between a voice service server connected via an IP network and the main unit, and comprises: a first storage means for storing setting information of the gateway device; a second storage means for storing the operation history of the gateway device as operation history information; a third storage means for storing information for identifying the cause of a failure that occurred in the telephone system as a cause identification list; an acquisition means for acquiring setting information of the main unit; and a control means for comprehensively controlling the operation of the gateway device, wherein the control means identifies the configuration of the connected equipment of the telephone system based on the setting information of the gateway device and the setting information of the main unit, determines whether or not a failure has occurred in the equipment of the telephone system based on this identification result, the operation history information and the cause identification list, and identifies the cause of the failure if it is determined that a failure has occurred.

[0008] Furthermore, the present invention relates to a method for identifying the cause of a failure in a telephone system, which includes a telephone, a main unit that controls the operation of the telephone, and a gateway device that mediates the exchange of voice data between a voice service server connected via an IP network and the main unit. The method is characterized by comprising the steps of: storing setting information of the gateway device; storing the operation history of the gateway device as operation history information; storing information for identifying the cause of a failure that occurred in the telephone system as a cause identification list; acquiring setting information of the main unit; identifying the configuration of the connected equipment of the telephone system based on the setting information of the gateway device and the setting information of the main unit; determining whether or not a failure has occurred in the equipment of the telephone system based on this identification result, the operation history information and the cause identification list; and, if it is determined that a failure has occurred, identifying the cause of the failure.

[0009] Furthermore, the computer program is a computer program that causes a computer to function as the gateway device of a telephone system including a telephone, a main unit that controls the operation of the telephone, and a gateway device that mediates the exchange of voice data between a voice service server connected via an IP network and the main unit, and is characterized in that the computer functions as a first storage means for storing setting information of the gateway device, a second storage means for storing the operation history of the gateway device as operation history information, a third storage means for storing information for identifying the cause of a failure that occurred in the telephone system as a cause identification list, an acquisition means for acquiring setting information of the main unit, and an identification means for identifying the configuration of connected equipment of the telephone system based on the setting information of the gateway device and the setting information of the main unit, and for determining whether or not a failure has occurred in the equipment of the telephone system based on this identification result, the operation history information and the cause identification list, and if it is determined that a failure has occurred, identifying the cause of the failure. [Effects of the Invention]

[0010] According to the present invention, it is possible to provide a gateway device that can identify the equipment experiencing a malfunction (malfunction) and its cause, such as determining whether the cause of a malfunction in a telephone system is a malfunction in the telephone system itself, a malfunction on the network side, or a malfunction due to operational errors (human error, etc.) such as misconfiguration on the telephone system side. Furthermore, it is possible to provide a telephone system having this device, a method for identifying the cause of a malfunction, and a computer program. [Brief explanation of the drawing]

[0011] [Figure 1] A diagram illustrating an example of the overall configuration of the telephone system according to this embodiment. [Figure 2] A block diagram illustrating an example of the functional configuration of a gateway device. [Figure 3] A block diagram illustrating an example of the functional configuration of the main unit. [Figure 4]This diagram shows an example of information related to the connection configuration of equipment, derived from the setting information of the GW device and the main device. [Figure 5] This diagram shows an example of information related to various operation histories stored by the GW device. [Figure 6] A diagram showing an example of information related to the analysis results of IP packet data by the packet data analysis unit. [Figure 7] A diagram showing an example of a cause identification list 1 for identifying the cause of a malfunction (abnormality). [Figure 8] A diagram showing an example of a cause identification list 2 for identifying the cause of a malfunction (abnormality). [Figure 9] A flowchart illustrating an example of the processing procedure performed by a GW device. [Modes for carrying out the invention]

[0012] Hereinafter, embodiments of the present invention will be described with reference to the drawings, using as an example the application of the present invention to a gateway device (GW device, sometimes referred to as GW) in a telephone system.

[0013] [Example of an embodiment] Figure 1 is a diagram illustrating an example of the overall configuration of the telephone system S according to this embodiment. The telephone system S consists of a gateway device 1 (shown as the gateway in the diagram), a main unit 2, a maintenance PC (personal computer) 3, a telephone 4, and a voice service server 6. The gateway device 1 and the voice service server 6 are connected to each other via an IP (Internet Protocol) network 5, enabling them to exchange information. In addition, each functional unit is connected to each other via wired or wireless connections, enabling them to exchange information.

[0014] The GW device 1, connected to the voice service server 6 via the IP network 5, mediates the exchange of data between the voice service server 6 and the main unit 2, and manages the transmission and reception of voice data to and from the main unit 2. Furthermore, the GW device 1 has a function of receiving setting information held by the main device 2. The GW device 1 also has a function of monitoring IP data transmitted and received on a network, and a function of analyzing the monitored IP data (monitor data). Details of the configuration of the GW device 1 will be described later.

[0015] The main device 2 controls call processing and the like of the telephone 4 connected to the main device 2. Specifically, the main device 2 controls the execution of functions of the telephone 4 such as LCD / LED / speaker / microphone. Details of the configuration of the main device 2 will be described later. Note that a business phone generally refers to a system in which a main device controls a plurality of lines and telephones to make and receive calls.

[0016] The maintenance PC 3 manages settings such as connected telephones, extension numbers, and IP addresses of the main device 2, for example. The maintenance PC 3 also manages settings such as the network type of the GW device 1 and the domain name of the voice service server 6.

[0017] The telephone 4 is a telephone connected to the main device 2, and is connected to an extension / outside line via the main device 2. The telephone 4 operates and executes the LCD / LED, speaker, microphone, etc. in accordance with instructions from the main device 2. For example, the telephone 4 is a so-called "extension telephone", which can make calls without using the public telephone network via the main device 2.

[0018] The voice service server 6 is a server that provides voice services. The voice service server 6 also controls incoming and outgoing calls to and from the telephone 4 connected via the main device 2.

[0019] Figure 2 is a block diagram for explaining an example of the functional configuration of the GW device 1. The GW device 1 includes a GW control unit 101, a packet data transfer unit 102, a GW configuration information storage unit 103, a main unit configuration information receiving unit 104, an operation history storage unit 105, a cause identification list storage unit 106, an abnormal information notification unit 107, and a packet data analysis unit 108. The GW device 1 also includes a main unit interface unit 109 and a network interface unit 110.

[0020] The GW control unit 101 comprehensively controls the operation of each functional unit of the GW device 1, such as connecting to the voice service server 6 and transmitting and receiving data with the main unit 2. The GW control unit 101 is realized through the cooperation of hardware resources of a computer device having a processor and internal memory implemented in the GW device 1 and a predetermined computer program. The GW device 1 also has an RTC (Real Time Clock) module that outputs time data representing the year, month, day and time, and a synchronization clock for control operations. Thus, the GW control unit 101 functions as a control means that comprehensively controls the operation of the GW device 1.

[0021] The packet data transfer unit 102 transfers IP packet data to be sent and received between the main unit 2 and the voice service server 6. The GW configuration information storage unit 103 stores configuration information that defines the operation of the GW device 1, such as network type, connection method, and domain name of the voice service server 6. Thus, the GW setting information storage unit 103 functions as a first storage means for storing setting information of the GW device 1.

[0022] The main unit setting information receiving unit 104 acquires various setting information stored by the main unit 2, such as setting information that defines the operation of the main unit 2. Thus, the main unit setting information receiving unit 104 functions as an acquisition means for acquiring setting information of the main unit 2. The operation history storage unit 105 stores the operation history of the GW device 1 as operation history information. Specifically, it stores various operation histories (such as system history and call history) recorded when the GW control unit 101 operates. Thus, the operation history storage unit 105 functions as a second storage means that stores the operation history of the GW device 1 as operation history information.

[0023] The cause identification list storage unit 106 stores the cause identification list 1 (first cause identification list: table T700 shown in Figure 7) and the cause identification list 2 (second cause identification list: table T800 shown in Figure 8), which will be described later. Thus, the cause identification list storage unit 106 functions as a third storage means that stores information for identifying the cause of a failure that occurred in each device of the telephone system S as a cause identification list.

[0024] The abnormal information notification unit 107 transmits information indicating the cause of the identified fault (identified cause information) and information indicating the equipment that experienced the fault to the main unit 2. Thus, the abnormal information notification unit 107 functions as a notification means that notifies the main unit 2 of information indicating the cause of the failure identified by the GW control unit 101 and information indicating the equipment on which the failure occurred.

[0025] The packet data analysis unit 108 analyzes the IP packet data transmitted and received by the packet data transfer unit 102, and analyzes the data type, source and destination, and data content. The analysis results are stored in a storage device (such as memory / not shown) of the GW device 1. Thus, the packet data analysis unit 108 functions as a packet data analysis means that analyzes IP packet data exchanged between the main unit 2 and the voice service server 6.

[0026] The main unit interface unit 109 is an interface that manages the exchange of various information between the main unit 2, the maintenance PC 3, and the GW device 1. The network interface unit 110 is an interface that manages the exchange of various information between the IP network 5 and the GW device 1.

[0027] Figure 3 is a block diagram illustrating an example of the functional configuration of the main unit 2. The main unit 2 includes a main unit control unit 201, a main unit setting information storage unit 202, a main unit setting information transmission unit 203, an alarm notification receiving unit 204, an LCD display notification unit 205, a telephone control unit 206, a telephone interface 207, and a network interface 208.

[0028] The main unit control unit 201 comprehensively controls the operation of each functional unit of the main unit 2, including controlling the voice and display of the connected telephone 4, and transmitting and receiving data with the GW device 1. The main unit control unit 201 is realized through the cooperation of hardware resources of a computer device having a processor and internal memory implemented in the main unit 2 and a predetermined computer program. The main unit 2 also has an RTC (Real Time Clock) module that outputs time data representing the year, month, day and time, and a synchronization clock for control operations. The main unit configuration information storage unit 202 stores various settings such as the telephone number 4 to be connected, extension numbers, and IP addresses, which are instructed via the maintenance PC 3.

[0029] The main unit configuration information transmission unit 203 transmits the configuration information of the main unit 2 stored in the main unit configuration information storage unit 202 to the GW device 1 upon request from the GW device 1. The alarm notification receiving unit 204 receives information from the GW device 1 indicating the faulty equipment and specific cause information, and notifies the main unit control unit 201 of the received information.

[0030] The LCD display notification unit 205, in response to instructions from the main unit control unit 201, instructs the display of specific cause information, etc., on the LCD of a telephone for the operation administrator that has been registered in advance. The telephone control unit 206 controls the voice operation of the telephone 4 connected to the main unit 2, as well as operations such as LCD display and ringing.

[0031] The telephone interface 207 is an interface that manages the exchange of various types of information between the main unit 2 and the telephone 4. Network interface 208 is an interface that manages the exchange of various information between IP network 5 and main unit 2.

[0032] Figure 4 shows an example of information related to the connection configuration of the equipment, derived based on the setting information of GW device 1 and main device 2. The table T400 shown in Figure 4 shows the connection configuration of the telephone system S, which the GW control unit 101 derives based on the GW setting information stored in the GW device 1 and the setting information of the main unit 2 received from the main unit setting information receiving unit 104.

[0033] The configuration information T401 in table T400 indicates the source of the configuration information (for example, GW device 1 or main device 2). The setting item T402 in table T400 is information indicating setting items derived from the setting information of GW device 1 or main device 2, such as equipment and line information items.

[0034] The requirement definition T403 in table T400 contains information that shows the requirement definition for the configuration items (for example, connection method, equipment version, etc.). The equipment information T404 in table T400 contains configuration information for the requirements definition.

[0035] As shown in row T410 of table T400, information indicating the connection configuration derived from the setting information stored by the GW device 1 is stored in table T400. As shown in row T420 of table T400, information indicating the connection configuration derived from the setting information stored by the main unit 2 is stored in table T400.

[0036] In this way, table T400 stores information that allows you to understand the types and number of devices in the connection configuration by deriving information from the GW device 1 and the main unit 2, as well as the number of telephones 4 and the number of telephones 4. Furthermore, the requirements definition process will identify and store the software version used by each device, the method of connecting to the network, and the voice service server. Furthermore, the system identifies and stores the IP addresses of devices and the voice service servers from the device information. This information is used, for example, to determine which device in the telephone system S has experienced a failure (abnormality), and to identify the cause of that failure (abnormality) by searching the cause identification list described later and analyzing IP packet data.

[0037] Figure 5 shows an example of information related to various operation histories stored by the GW device 1. The table T500 shown in Figure 5 contains information indicating various operation histories stored in the operation history storage unit 105 of the GW device 1.

[0038] The history type T501 in table T500 indicates the type of history stored in table T500. Here, as an example, four types of history (system history, server connection history, operation history, and call history) are shown. The recording time T502 in table T500 indicates the time when the history was stored (recorded) in table T500. The history content T503 in table T500 is information that indicates the history content stored in table T500.

[0039] As shown in row T510 of table T500, information indicating the history of the GW device 1's system operations (such as startup operations and software version upgrades) is stored in table T500 as system history. As shown in row T520 of table T500, information indicating the history of connection operations with the voice service server 6 (such as connection requests, connection successes, and connection failures) is stored in table T500 as the server connection history.

[0040] As shown in row T530 of table T500, information indicating the history of the voice service operations of GW device 1 (such as network connection and disconnection and communication timeouts) is stored in table T500 as an operation history. As shown in row T540 of table T500, information indicating the call status (outgoing, incoming, in-call, etc.) of voice services is stored in table T500 as call history.

[0041] In this way, the GW control unit 101 of the GW device 1 monitors the system's operation, server connection operation, and call operation, and stores the results as operation history information in table T500. This information is used for comparison with the cause identification list 1 (searching the cause identification list 1), which will be described later.

[0042] Figure 6 shows an example of information related to the analysis results of IP packet data by the packet data analysis unit 108. Table T600, shown in Figure 6, shows the results of the analysis of IP packet data transmitted and received by the packet data transfer unit 102 by the packet data analysis unit 108 of the GW device 1.

[0043] The local address T601 in table T600 indicates the source address of the IP packet data. The IP address indicates whether or not the packet was sent from one of the connected devices (GW device 1, main unit 2, telephone 4, voice service server 6). The recipient address T602 in table T600 indicates the destination address of the IP packet data. The IP address indicates which device in the connection configuration the data is intended for.

[0044] Data type T603 in table T600 is information indicating the data type (connection request, outgoing operation, incoming operation, etc.) based on the analysis results of IP packet data. The recording time T604 in table T600 indicates the date and time when the transmission and reception of IP packet data occurred. The date and time information shows the operations as a series of actions organized chronologically.

[0045] The data content T605 in table T600 is IP packet data, and the results of analyzing this data are expanded into local address T601, remote address T602, data type T603, and recording time T604.

[0046] As shown in row T610 of table T600, the analysis results of IP packet data transmitted and received between the network and the main unit 2 via the GW device 1 are stored in table T600 in chronological order. In this way, table T600 stores the analysis results of IP packet data. This analysis result is information used for matching with the cause identification list 2 described later (searching the cause identification list 2).

[0047] Figure 7 shows an example of a cause identification list 1 for identifying the cause of a malfunction (abnormality). Table T700, shown in Figure 7, is the information stored in the cause identification list storage unit 106 of the GW device 1. The GW control unit 101 identifies the cause of the failure (abnormality) based on the operation history information stored in table T500 and the information stored in table T700.

[0048] The operation history T701 in table T700 is information indicating the type of operation history (such as system history or call history) that the GW control unit 101 analyzes in order to identify the cause of a failure (abnormality). The history entry T702 in table T700 contains information indicating the details of failures (abnormalities) identified in advance from various operation histories (network down, PPPoE connection disconnection, server connection failure, call control disconnection, call disconnection).

[0049] The abnormal device T703 in table T700 is information indicating the device that experienced a malfunction (abnormality). The GW control unit 101 identifies the device that experienced the malfunction (abnormality) from the operation history T701 and history content T702. The assumed cause T704 in table T700 is information indicating the cause of the expected failure (abnormality). The GW control unit 101 identifies the cause of the failure (abnormality) from the assumed cause T704. Thus, cause identification list 1 is stored as a first cause identification list in which information indicating the type of operation history, information indicating the nature of the failure, information indicating the equipment on which the failure occurred, and information indicating the expected cause of the failure are stored in association.

[0050] GW device 1 identifies the cause of the failure (abnormality) based on the record shown in row T710 of table T700 and the operation history information stored in table T500. In this way, the equipment that experienced the failure (abnormality) and the cause of the failure (abnormality) are identified. Furthermore, it is possible to determine from the suspected cause whether the problem is due to equipment failure (malfunction) or incorrect data settings. Furthermore, the contents of table T700 can be added to or modified, for example, via the GW control unit 101 using the maintenance PC 3.

[0051] Figure 8 shows an example of a cause identification list 2 for identifying the cause of a malfunction (abnormality). Table T800, shown in Figure 8, is the information stored in the cause identification list storage unit 106 of the GW device 1. The GW control unit 101 identifies the cause of the failure (abnormality) based on the information from the analysis results of the IP data stored in table T600 and the information stored in table T800.

[0052] The IP address T801 in table T800 is information indicating the IP address of the IP packet data. The GW control unit 101 identifies the device where the malfunction occurred based on this IP address and the configuration information stored in the main unit 2 and the GW device 1. The analysis of the monitor data in table T800, T802, is information indicating the data type of the IP packet data based on the analysis results of the IP packet data. Based on this data type, the GW control unit 101 identifies whether the network is connected to the IP network, connected to a voice service server, or contains voice data.

[0053] In table T800, the entry for malfunctioning device T803 indicates the device that experienced the malfunction, identified based on its IP address and various configuration information. The assumed cause T804 in table T800 is information indicating the cause of the expected failure (abnormality). The GW control unit 101 identifies the cause of the failure (abnormality) from the assumed cause T804. Thus, the cause identification list 2 is stored as a second cause identification list in which information indicating the IP address of the IP packet data, information indicating the data type of the IP packet data, information indicating the device where the abnormality occurred, and information indicating the expected cause of the failure are stored in association.

[0054] GW device 1 identifies the cause of the failure (abnormality) based on the record shown in row T810 of table T800 and the information from the analysis results of the IP data stored in table T600. In this way, the equipment that experienced the failure (abnormality) and the cause of the failure (abnormality) are identified. Furthermore, it is possible to determine from the suspected cause whether the problem is due to equipment failure (malfunction) or incorrect data settings. Furthermore, the contents of table T800 can be added to or modified, for example, via the GW control unit 101 using the maintenance PC 3.

[0055] Figure 9 is a flowchart showing an example of the processing procedure performed by the GW device 1. Note that each process shown in Figure 9 is primarily controlled by the GW control unit 101.

[0056] The GW control unit 101 acquires the setting information of the GW device 1 from the GW setting information storage unit 103 (S101). The GW control unit 101 acquires the setting information of the main unit 2 via the main unit setting information receiving unit 104 (S102). The GW control unit 101 identifies the configuration of the connected equipment of the telephone system S based on the configuration information of the GW device 1 and the configuration information of the main unit 2 (S102).

[0057] The GW control unit 101 reads information related to the system history from the information related to various operation histories (T500) stored in the operation history storage unit 105 and compares (searches) it with the cause identification list 1 (T700) in the cause identification list storage unit 106 (S103).

[0058] The GW control unit 101 compares the results with the cause identification list 1 to determine whether there is a matching history entry (details of the failure (abnormality)) for the faulty equipment (T703) in the GW (GW device 1) (S104). If a matching history entry is found and it is determined that there is a failure (abnormality) in the GW (GW device 1) (S104: Yes), the process proceeds to step S107.

[0059] If not (S104: No), the GW control unit 101 reads information related to the operation history from the information related to various operation histories (table T500) stored in the operation history storage unit 105 and compares (searches) it against the cause identification list 1 (T700) in the cause identification list storage unit 106 (S105).

[0060] The GW control unit 101 compares the results with the cause identification list 1 (T700) to determine whether there is a matching history entry for the faulty equipment (T703) in the GW (GW device 1) (S106). If a matching history entry is found and it is determined that there is a fault (abnormality) in GW device 1 (S106: Yes), the process proceeds to step S107. Otherwise (S106: No), the process proceeds to step S109.

[0061] The GW control unit 101 identifies the cause of the failure (abnormality) of the GW (GW device 1) (T700 / assumed cause: T704) (S107). The GW control unit 101 notifies the main unit 2 via the abnormal information notification unit 107 of information indicating the cause of the identified failure (identified cause information: for example, server connection abnormality) and information indicating the equipment where the failure occurred (for example, GW device 1). The GW control unit 101 also stores the identified cause information, etc., in a storage device (memory, etc. / not shown) of the GW device 1 (S108). After that, the GW control unit 101 returns to the process of step S101.

[0062] Furthermore, the specific cause information notified by the GW control unit 101 is displayed on the LCD of a designated telephone 4 (for example, the operator's telephone) via the alarm information receiving unit 204 and telephone control unit 206 of the main unit 2. This allows system administrators to recognize the occurrence of a problem (anomaly) in the telephone system without having to access the GW device 1's anomaly detection record (for example, the maintenance web screen), thus saving time.

[0063] The GW control unit 101 reads information related to the server connection history from the information related to various operation histories (table T500) stored in the operation history storage unit 105 and compares (searches) it with the cause identification list 1 (T700) in the cause identification list storage unit 106 (S109).

[0064] The GW control unit 101 compares the results with the cause identification list 1 (T700) to determine whether there is a matching history entry in the network for the malfunctioning equipment (T703) (S110). If a matching history entry is found and it is determined that there is a network failure (malfunction) (S110: Yes), the process proceeds to step S111. Otherwise (S110: No), the process proceeds to step S112.

[0065] The GW control unit 101 identifies the cause of the network failure (abnormality) (T700 / expected cause: T704) (S111). The GW control unit 101 notifies the main unit 2 via the abnormal information notification unit 107 of information indicating the cause of the identified failure (identified cause information: for example, incorrect server address setting) and information indicating the equipment where the failure occurred (for example, the network). The GW control unit 101 also stores the identified cause information, etc., in a storage device (memory, etc. / not shown) of the GW device 1. After that, the GW control unit 101 returns to the processing of step S101.

[0066] Furthermore, the specific cause information notified by the GW control unit 101 is displayed on the LCD of a designated telephone 4 via the alarm information receiving unit 204 and telephone control unit 206 of the main unit 2.

[0067] The GW control unit 101 reads information related to call history from the information related to various operation histories (table T500) stored in the operation history storage unit 105 and compares (searches) it with the cause identification list 1 (T700) in the cause identification list storage unit 106 (S112).

[0068] The GW control unit 101 compares the results with the cause identification list 1 (T700) to determine whether there is a matching history entry in the main unit (main unit 2) for the malfunctioning equipment (T703) (S113). If a matching history entry is found and it is determined that the main unit (main unit 2) is malfunctioning (abnormal) (S113: Yes), the process proceeds to step S114. Otherwise (S113: No), the process proceeds to step S115.

[0069] The GW control unit 101 identifies the cause of the malfunction (abnormality) in the main unit (main unit 2) (T700 / assumed cause: T704) (S114). The GW control unit 101 notifies the main unit 2 via the abnormal information notification unit 107 of information indicating the cause of the identified fault (identified cause information: for example, an abnormality in the call initiation / reception sequence) and information indicating the equipment where the fault occurred (for example, the main unit 2). The GW control unit 101 also stores the identified cause information, etc., in a storage device (memory, etc. / not shown) of the GW device 1. After that, the GW control unit 101 returns to the process of step S101.

[0070] Furthermore, the specific cause information notified by the GW control unit 101 is displayed on the LCD of a designated telephone 4 via the alarm information receiving unit 204 and telephone control unit 206 of the main unit 2.

[0071] The GW control unit 101 checks the cause identification list 1 and determines whether there is a matching history entry for the faulty device (T703) on the telephone (telephone 4) (S115). If a matching history entry is found and it is determined that the telephone (telephone 4) is faulty (abnormal) (S115: Yes), the process proceeds to step S116. Otherwise (S115: No), the process proceeds to step S117.

[0072] The GW control unit 101 identifies the cause of the malfunction (abnormality) in the telephone (telephone 4) (T700 / expected cause: T704) (S116). The GW control unit 101 notifies the main unit 2 via the abnormal information notification unit 107 of information indicating the cause of the identified failure (identified cause information: for example, incorrect server address setting) and information indicating the equipment where the failure occurred (for example, the network). The GW control unit 101 also stores the identified cause information, etc., in a storage device (memory, etc. / not shown) of the GW device 1. After that, the GW control unit 101 returns to the processing of step S101.

[0073] The GW control unit 101 acquires IP packet data on the network via the GW device 1 through the packet data transfer unit 102, and analyzes the acquired IP packet data via the packet data analysis unit 108 (S117). The analysis results are stored, for example, in a storage device (memory, etc. / not shown) of the GW device 1.

[0074] The GW control unit 101 detects an anomaly in the IP packet data (S118) based on the data type (T603) and data content (T605) of the analysis result (T600) of the IP packet data. The GW control unit 101 compares (searches) the IP packet data in which an anomaly was detected with the cause identification list 2 (T800) (S119).

[0075] The GW control unit 101 determines whether there is a match (e.g., communication timeout) by comparing the results with the analysis (T802) of the monitoring data in the cause identification list 2 (T800) (S120). If there is no match (S120: No), the process returns to S101. Otherwise (S115: Yes), the GW control unit 101 identifies the faulty connected device (e.g., main unit) from the faulty device (T803) in the cause identification list 2 (T800) (S121).

[0076] The GW control unit 101 identifies the cause of the malfunction (T800 / expected cause: T804) of the equipment identified as a connected device experiencing a malfunction (abnormality) (S122). The GW control unit 101 notifies the main unit 2 via the abnormal information notification unit 107 of information indicating the cause of the identified fault (identified cause information: for example, communication timeout) and information indicating the equipment where the fault occurred (for example, main unit 2). The GW control unit 101 also stores the identified cause information, etc., in a storage device (memory, etc. / not shown) of the GW device 1 (S123). After that, the GW control unit 101 returns to the process of step S101.

[0077] Furthermore, the specific cause information notified by the GW control unit 101 is displayed on the LCD of a designated telephone 4 via the alarm information receiving unit 204 and telephone control unit 206 of the main unit 2.

[0078] Furthermore, if the GW control unit 101 determines, via the abnormal information notification unit 107, that a malfunction has occurred in the equipment of the telephone system, but is unable to identify the cause of the malfunction, it can be configured to notify the main unit 2 of the following information: configuration information of the GW device 1, configuration information of the main unit 2, operation history information (T500), and the results of the IP packet data analysis (T600).

[0079] This allows the system administrator to check the state of the system at the time of the failure (e.g., telephone system configuration data, operation history, IP packet data) if a failure (abnormality) occurred in GW device 1 but the cause of the failure (abnormality) could not be identified. Therefore, it is possible to significantly reduce the time required to analyze the cause of the failure (abnormality).

[0080] Thus, in the telephone system S and GW device 1 according to this embodiment, the configuration of the connected equipment of the telephone system S is identified based on the configuration information of the GW device 1 and the configuration information of the main unit 2. Based on this identification result, operation history information, and cause identification list, it is possible to determine whether or not a failure has occurred in the equipment of the telephone system S. If it is determined that a failure (abnormality) has occurred, the cause of the failure (abnormality) can be identified.

[0081] This makes it possible to identify the cause of a malfunction (anomaly) in the telephone system, such as whether it is due to a malfunction in the telephone system itself, a malfunction on the network side, or an operational error (human error, etc.) such as a misconfiguration of the telephone system.

[0082] Furthermore, identifying the cause of an anomaly in the provision of telephone services by a telephone system often takes a considerable amount of time because it involves a wide range of factors, including the state of the constituent equipment and the network. In contrast, the telephone system S and GW device 1 according to this embodiment enable early detection of where the anomaly is occurring in each piece of equipment.

[0083] Furthermore, Cause Identification List 1 (the first cause identification list) associates information indicating the type of operation history, information indicating the nature of the failure, information indicating the equipment on which the failure occurred, and information indicating the expected cause of the failure.

[0084] The gateway device 1 identifies the configuration of the connected equipment of the telephone system S based on the configuration information of the gateway device 1 and the configuration information of the main unit 2. Based on this identification result, operation history information, and the first cause identification list, it can determine whether or not a failure has occurred in the equipment of the telephone system S, and if a failure has occurred, it can identify the cause of the failure.

[0085] Furthermore, the GW device 1 has a packet data analysis unit 108 that analyzes IP packet data exchanged between the main unit 2 and the voice service server 6. The second cause identification list (second cause identification list) associates information indicating the IP address of the IP packet data, information indicating the data type of the IP packet data, information indicating the device where the anomaly occurred, and information indicating the expected cause of the failure.

[0086] The gateway device 1 identifies the configuration of the connected equipment of the telephone system S based on the configuration information of the gateway device 1 and the configuration information of the main unit 2. Based on this identification result, the analysis result of the IP packet data, and the second cause identification list, it can determine whether or not a failure has occurred in the equipment of the telephone system S, and if a failure has occurred, it can identify the cause of the failure.

[0087] The above description is intended to illustrate the present invention in more detail, and the scope of the present invention is not limited to these examples. Various forms that do not depart from the spirit of the present invention are also included, and for example, some of the embodiments described above may be combined as appropriate.

[0088] Furthermore, the present invention may also be a method that includes the procedures for each process performed in an information processing system or an information processing device. Furthermore, the present invention may also be a computer program or application software that causes a computer to execute the procedures for each process performed in the information processing system or information processing device described above. This computer program can be distributed via various recording media, or via a network or cloud-based database. This computer program becomes executable when installed on a computer having a storage device such as ROM, thereby realizing the information processing system or information processing device described above. Furthermore, the present invention may also be a method that includes the procedures for each process performed in the information processing system or information processing device described above.

[0089] Furthermore, the present invention may also be a computer program that causes a computer to execute the procedures of each process performed in the information processing system and information processing device described above. This computer program can be distributed via various recording media or a network. When this computer program is installed on a computer having a storage device such as ROM, it becomes executable and realizes the information processing system and information processing device described above. [Explanation of Symbols]

[0090] 1...GW device, 2...Main unit, 3...Maintenance PC, 4...Telephone, 5...IP network, 6...Voice service server, 101...GW control unit, 102...Packet data transfer unit, 103...GW configuration information storage unit, 104...Main unit configuration information receiving unit, 105...Operation history storage unit, 106...Cause identification list storage unit, 107...Anomaly information notification unit, 108...Packet data Analysis unit, 109... Main unit interface unit, 110... Network interface unit, 201... Main unit control unit, 202... Main unit setting information storage unit, 203... Main unit setting information transmission unit, 204... Alarm notification reception unit, 205... LCD display notification unit, 206... Telephone control unit, 207... Telephone interface, 208... Network interface, S... Telephone system.

Claims

1. A telephone system comprising a telephone, a main unit that controls the operation of the telephone, and a gateway device that mediates the exchange of voice data between a voice service server connected via an IP network and the main unit, The gateway device is A first storage means for storing setting information of the gateway device, A second storage means for storing the operation history of the gateway device as operation history information, A third storage means that stores information for identifying the cause of a malfunction in the aforementioned telephone system as a cause identification list, An acquisition means for acquiring the setting information of the main unit, It includes a control means for comprehensively controlling the operation of the gateway device, The control means is characterized by identifying the configuration of the connected equipment of the telephone system based on the setting information of the gateway device and the setting information of the main unit, determining whether or not a malfunction has occurred in the equipment of the telephone system based on this identification result, the operation history information and the cause identification list, and, if it is determined that a malfunction has occurred, identifying the cause of the malfunction. Telephone system.

2. The cause identification list stored in the third storage means is a first cause identification list in which information indicating the type of operation history, information indicating the nature of the failure, information indicating the equipment in which the failure occurred, and information indicating the expected cause of the failure are stored in association with each other. The control means is characterized by identifying the configuration of the connected equipment of the telephone system based on the setting information of the gateway device and the setting information of the main unit, determining whether or not a malfunction has occurred in the equipment of the telephone system based on this identification result and the first cause identification list, and, if it is determined that a malfunction has occurred, identifying the cause of the malfunction. The telephone system according to claim 1.

3. The system includes packet data analysis means for analyzing IP packet data exchanged between the main unit and the voice service server, The cause identification list stored in the third storage means is a second cause identification list in which information indicating the IP address of the IP packet data, information indicating the data type of the IP packet data, information indicating the equipment where the abnormality occurred, and information indicating the expected cause of the failure are stored in association with each other. The control means identifies the configuration of the connected equipment of the telephone system based on the setting information of the gateway device and the setting information of the main unit, determines whether or not a failure has occurred in the equipment of the telephone system based on this identification result, the analysis result of the IP packet data and the second cause identification list, and if it is determined that a failure has occurred, identifies the cause of the failure. The telephone system according to claim 1.

4. The system comprises packet data analysis means for analyzing IP packet data exchanged between the main unit and the voice service server, The third storage means stores a first cause identification list, which stores a first cause identification list associated with information indicating the type of operation history, information indicating the content of the failure, information indicating the equipment where the failure occurred, and information indicating the expected cause of the failure, and a second cause identification list, which stores a second cause identification list associated with information indicating the IP address of the IP packet data, information indicating the data type of the IP packet data, information indicating the equipment where the abnormality occurred, and information indicating the expected cause of the failure. The control means, when it determines based on the first cause identification list that there is no equipment failure in the telephone system, determines based on the second cause identification list whether or not an equipment failure has occurred in the telephone system, and if it determines that an equipment failure has occurred, it identifies the cause of the failure. The telephone system according to claim 1.

5. The control means is characterized by having a notification means that notifies the main unit of information indicating the cause of the failure identified by the control means and information indicating the equipment in which the failure occurred. The telephone system according to any one of claims 1 to 4.

6. The control means has a notification means that notifies the main unit of information indicating the cause of the failure identified by the control means and information indicating the equipment in which the failure occurred, The notification means is characterized in that, if the control means determines that a malfunction has occurred in the equipment of the telephone system but is unable to identify the cause of the malfunction, it notifies the main unit of the setting information of the gateway device, the setting information of the main unit, the operation history information, and the results of the analysis of the IP packet data. The telephone system according to claim 3.

7. A gateway device for a telephone system, which includes a telephone, a main unit that controls the operation of the telephone, and a gateway device that mediates the exchange of voice data between a voice service server connected via an IP network and the main unit, The gateway device is A first storage means for storing setting information of the gateway device, A second storage means for storing the operation history of the gateway device as operation history information, A third storage means that stores information for identifying the cause of a malfunction in the aforementioned telephone system as a cause identification list, An acquisition means for acquiring the setting information of the main unit, It includes a control means for comprehensively controlling the operation of the gateway device, The control means is characterized by identifying the configuration of the connected equipment of the telephone system based on the setting information of the gateway device and the setting information of the main unit, determining whether or not a malfunction has occurred in the equipment of the telephone system based on this identification result, the operation history information and the cause identification list, and, if it is determined that a malfunction has occurred, identifying the cause of the malfunction. Gateway device.

8. A method for identifying the cause of a failure in a telephone system including a telephone, a main unit that controls the operation of the telephone, and a gateway device that mediates the exchange of voice data between a voice service server connected via an IP network and the main unit, wherein the cause of the equipment failure is identified. A step of storing the setting information of the gateway device, A step of storing the operation history of the gateway device as operation history information, A step of storing information for identifying the cause of a failure that occurred in the aforementioned telephone system as a cause identification list, The process of acquiring the setting information of the main unit, The system is characterized by the following steps: identifying the configuration of the connected equipment of the telephone system based on the configuration information of the gateway device and the configuration information of the main unit; determining whether or not a failure has occurred in the equipment of the telephone system based on this identification result, the operation history information and the cause identification list; and, if it is determined that a failure has occurred, identifying the cause of the failure. Methods for identifying the cause of a malfunction.

9. A computer program that causes a computer to function as the gateway device in a telephone system including a telephone, a main unit that controls the operation of the telephone, and a gateway device that mediates the exchange of voice data between a voice service server connected via an IP network and the main unit, The aforementioned computer, A first storage means for storing setting information of the gateway device, A second storage means for storing the operation history of the gateway device as operation history information, A third storage means that stores information for identifying the cause of a malfunction in the aforementioned telephone system as a cause identification list, Acquisition means for acquiring setting information of the main unit, The system is characterized by its function as a means for identifying the configuration of the connected equipment of the telephone system based on the configuration information of the gateway device and the configuration information of the main unit, determining whether or not a failure has occurred in the equipment of the telephone system based on this identification result, the operation history information and the cause identification list, and, if a failure has been determined to have occurred, identifying the cause of the failure. Computer program.

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