CN101431433A - State monitoring device and method for on-line in-situ synthetic service - Google Patents
State monitoring device and method for on-line in-situ synthetic service Download PDFInfo
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Abstract
The present invention provides a status monitoring equipment of present online integrated service and the method thereof, wherein the equipment including status monitoring device used for transferring, recording and release corresponding notification according to status of seeking party device and helping party device in present online integrated service platform. Status of each user and technical support in platform can be monitored at real time, dispatched in a unified way and managed accurately through status monitoring equipment and methods like trellis code, event code, component code and address code etc. by present online integrated service platform.
Description
Technical field
The present invention relates to online integrated service on the scene, particularly, relate to be used for online
The equipment of the condition monitoring of integrated service on the scene and method provide the integrated service solution online on the scene of methods such as condition monitoring, grid coding, event code, component coding, geocoding.
Background technology
Continuous development along with computer technology, the computer user may run into various problems in computed process, in order to solve their problem, most computer software, hardware service merchant need spend after-sale service and the technical support that suitable manpower and fund are used to provide the software and hardware product.
The existing multiple solution that technical support is provided:
1, online support, the technical support personnel is by Screen sharing, and the Long-distance Control subscriber computer is for the user deals with problems.Its shortcoming is, for failure classes problems such as network, computer hardwares, the technical support personnel can't deal with problems for the user is long-range by network, and online support also is subjected to the restriction of the network bandwidth simultaneously.
2, on-site support, the technical support personnel is to the user scene, for dealing with problems at the user scene.Its shortcoming is that required time is long, and costs an arm and a leg.
The shortcoming that above solution all exists is that the comprehensive service platform online on the scene that lacks a unification ensures, and at vast user, technical support personnel, is difficult to realize to all users, technical support personnel's real-time monitoring and precisely management.
The patent that our company applied for " a kind of online synthetic service platform system on the scene and its implementation " discloses and a kind ofly can provide comprehensive service platform online, help on the scene for vast user and technical support personnel, the present invention on its basis, invented a kind of equipment and method that is used for the condition monitoring of online integrated service on the scene, thereby realized that platform is to the real-time monitoring of contents such as each user, technical support personnel, incident, parts and address and precisely management.
Summary of the invention
The purpose of this invention is to provide a kind of equipment and method that is used for the condition monitoring of online integrated service on the scene, according to condition monitoring, grid coding, event code, component coding and geocoding, utilize the network platform, a plurality of technical support personnels directly provide online or on the scene helping service for a plurality of users in point-to-point mode.
In order to realize the foregoing invention purpose, technical scheme of the present invention realizes as follows:
A kind of equipment that is used for the condition monitoring of online integrated service on the scene is monitored state when being used for the help side and providing online helping service on the scene by online comprehensive service platform on the scene for the side for help, it is characterized in that described equipment comprises at least:
State monitoring device, be used for the side for help's device of platform and the state of help side's device are moved and record, and send a notification message to side for help's device and help side's device according to state transition, or the GIS data are organized, manage, and provide the corresponding GIS application foundation, or the grid of receiving platform switching message, and return the chorography information that described grid switches the specified grid of message.
A kind of method that is used for the condition monitoring of online integrated service on the scene comprises following steps:
Step 1: side for help's device and help side's device sign in to platform;
Step 2: the side for help sends the request of requiring assistance to platform;
Step 3: platform receives the described request of requiring assistance, and transmits to online integrated service apparatus on the scene;
Step 4: the online integrated service apparatus on the scene of platform is dispatched;
Step 5: the integrated service apparatus online on the scene of platform returns to unified access entrance device with help side's attribute information of selecting;
Step 6: the unified access entrance device of platform is connected for side for help and help side set up conversation;
Step 7: described help side sends dispatch request to platform;
Step 8: the integrated service apparatus online on the scene of platform receives described dispatch request, judges whether to select online help:
If A selects online help, then carry out the online help service;
If B does not select online help, then carry out help on the scene.
It is characterized in that the middle in steps state monitoring device of institute all participates in work, its concrete steps are as follows:
The state transition notification message that the state monitoring device receiving platform sends moves the state of described side for help's device or help side's device.
Compared with prior art, the invention has the beneficial effects as follows:
The present invention provides a kind of equipment and method that is used for the condition monitoring of online integrated service on the scene for vast side for help and help side.Online comprehensive service platform on the scene is by status monitor device, and methods such as grid coding, event code, geocoding, can each user and technical support personnel's state be monitored in real time, and realizes unified scheduling and precisely management.The present invention can provide the accurate service of better quality and precisely management for large-scale consumer.
Description of drawings
Fig. 1 is that online synthetic service platform system on the scene is formed structure chart.
Fig. 2 is the platform deployment diagram.
Fig. 3 forms structure chart for state monitoring device.
Fig. 4 forms structure chart for background management device.
Fig. 5 forms structure chart for side for help's device.
Fig. 6 forms structure chart for help side's device.
Fig. 7 is online synthetic service platform system business process map on the scene.
Fig. 8 is side for help's device and help side's device login process figure.
Fig. 9 is online help service procedure figure.
Figure 10 is a helping service flow chart on the scene.
Figure 11 is the condition monitoring flow chart.
Figure 12 is for carrying out the schematic diagram of grid coding management to Beijing
Figure 13 is for carrying out the schematic diagram of condition monitoring to described grid.
Embodiment
As shown in Figure 1, online synthetic service platform system on the scene is by online comprehensive service platform 1 on the scene, at least one side for help's device 2, and at least one help side's device 3 is formed.Online synthetic service platform system on the scene, be meant the help side and provide online for the side for help, the plateform system of professional and technical support is provided in the process of helping service on the scene, wherein, the side for help is the user of operation side for help device 2, the help side includes online help side and help side on the scene, wherein the technical support personnel who provides remote online to help for the side for help by network is provided in online help side, share by side for help's device 2 and 3 screen pictures of help side's device, literal, exchange waies such as voice, solve side for help's problem, help side on the scene refers to the side for help scene provides On-Site Assistance for the side for help technical support personnel.Side for help's device 2 and help side's device 3, be connected to online comprehensive service platform on the scene 1 by network, side for help's device 2 and help side's device 3 are connected to the network type of online synthetic service platform system on the scene 1, can be telecommunications network, Broadcasting Cable Network, computer network, online comprehensive service platform on the scene 1 receives the solicited message of requiring assistance that the side for help sends, and select a suitable help side for this side for help according to side for help's practical problem type, for the side for help provides online or on the scene help.
As shown in Figure 2, be the physics deployment diagram of online synthetic service platform system on the scene.Wherein, online comprehensive service platform on the scene 1 comprises Platform Server, database server and call center's device.Side for help's device 2 and help side's device 3 are connected at online comprehensive service platform 1 on the scene by telecommunication telephone net, Broadcasting Cable Network, computer network.Side for help's device 2 and help side's device 3 can be deployed in the consolidated network, also can be deployed in the heterogeneous networks.Side for help's device 2 can be electronic equipments such as desktop computer, portable computer, cable TV, smart mobile phone, phone, regular handset, printer, photocopier, projecting apparatus.Help side's device 3 can be desktop computer, portable computer, smart mobile phone, phone, regular handset.By the telecommunication telephone network, side for help and help side's smart mobile phone, phone, regular handset are connected to call center's device.
As shown in Figure 1, the comprehensive service platform 1 online on the scene in the online synthetic service platform system on the scene comprises at least: a state monitoring device 101.Online comprehensive service platform on the scene 1 can also comprise: the online integrated service apparatus on the scene of the unified access entrance device of background management device 102,103,104, a service jockey 105 and a data management devices 106.
As shown in Figure 3, state monitoring device 101 comprises, GIS engine modules 1011, mesh-managing module 1012 and state monitoring module 1013.GIS engine modules 1011 is used for the GIS data are organized, managed, and the corresponding GIS application foundation is provided.Mesh-managing module 1012, be used to receive the grid switching message that unified access entrance device 103 sends, described message includes grid handoff parameter information, and returns the chorography information that described grid switches the specified grid of message to unified access entrance device 103.State monitoring module 1013 is used for the side for help's device 2 of platform 1 and the state of help side's device 3 are moved and record, and sends a notification message to side for help's device 2 and help side's device 3 according to state transition.
As shown in Figure 4, background management device 102 includes grid coding administration module 1021, event code administration module 1022, component coding administration module 1023, geocoding administration module 1024, device management module 1025, grid equipment maintenance module 1026.
Grid coding administration module 1021 is used for dividing and the grid coding rule according to grid, and map area is carried out calculated division, and the unique grid identification code of each mesh definition that calculating is marked off.Manage by the grid coding that grid coding administration module 1021 is realized, GIS map (service graph layer) can be divided into several zones, each zone is divided into plurality of grids again, form the map of gridding, simultaneously each grid is set a unique grid number, grid coding information can include information such as described administrative area code, street code, community's code and sequence code, thereby can determine the director of each grid correspondence.
Event code administration module 1022 is used for according to the event code rule, to the unique time marking sign indicating number of Service events definition.According to the event code rule, 1022 pairs of event code administration modules Service events are each time encoded, and event code information can include information such as classification (big class, the group) code, state-event code, user, waiter of incident.
Component coding administration module 1023 is used for according to the component coding rule, to the parts in the system, includes hardware or software, defines unique component identification sign indicating number.According to the component coding rule, involved hardware, the software equipments (comprising side for help's device 2, help side's device 3) of 1023 pairs of component coding administration modules service are encoded, and the coded message envelope has grid number, device class code, ownership unit, use information such as user.
Grid equipment maintenance module 1026 is used to receive the grid equipment maintain message that unified access entrance device 103 sends, and described message includes information such as device location, grid, IP, user, reads described message content and is forwarded to data administrator 106.Grid equipment maintenance module 1026 receives the grid equipment maintenance information that unified access entrance devices 103 send, and information such as the position of need monitoring state equipment, grid, IP, user are safeguarded.
Unified access entrance device 103 is connected, and carries out information interaction with service jockey 105, data administrator 106.Unified access entrance device 103 is used to receive request of requiring assistance that side for help's device 2 sends or the interactive information between keeper and the platform 1, and transmits by service jockey 105 other device, side for help's device 2 or help side's device 3 in platform 1; Receive help side's attribute information that service jockey 105 integrated service apparatus 104 on the scene that transmit, online are selected, be connected for side for help and help side set up conversation, and to state monitoring device 101 transmit status announcing removal message.Keeper (or policymaker) can be undertaken following mutual by unified access entrance device 103 and platform 1:
1, shows, checks cartographic informations such as GIS, zone, grid;
2, show, check the side for help's device 2 in the selected grid of keeper, the state information of help side's device 3, described state information can use different colours to be shown by criteria for classification;
3, according to the code clerk of incident, equipment, inquiry, demonstration be current or historical information accordingly;
4, the relevant information to equipment shows, adds, changes, deletes;
5, check, manage online incorporate state of affairs on the scene, include the operating state of checking side for help, online or help side on the scene, the treatment state of incident, parts, and online or on the scene help side carried out manual dispatching, or customization workflow and list;
6, show, revise the device information that needs monitor state, described information includes attribute informations such as the geographical position, grid, user, IP address of this device.
Online integrated service apparatus 104 on the scene is connected with state monitoring device 101, background management device 102, service jockey 105, data administrator 106.Online integrated service apparatus 104 on the scene, be used to receive the request of requiring assistance that service jockey 105 is transmitted, operation dispatching rule then, choose help side's device 3 of this solicited message of requiring assistance of response, and the scheduling result information that will comprise help side's attribute information of selection turns back to service jockey 105; Receive the dispatch request that service jockey 105 is transmitted, choose online help side's device 3 of this dispatch request information of response, and the scheduling result information that will comprise online help side's attribute information of selection turns back to service jockey 105, perhaps choose suitable help side on the scene, and transmit service dispatch message on the scene to online help side's device 3 by service jockey 105; Receive the workflow customized messages that service jockey 105 is transmitted, customize online incorporate operation flow on the scene and list.
As shown in Figure 5, be the composition structure chart of side for help's device 2, described side for help's device 2 comprises local state management module 201, service link block 202, lands module 203, rules administration module 204, instant messaging module 205, online help module 206, audit module 207, evaluation module 208.
As shown in Figure 6, be the composition structure chart of help side's device 3, described help side's device 3 comprises local state management module 301, service link block 302, lands module 303, rules administration module 304, instant messaging module 305, online help module 306, queuing management module 307, audit module 308, evaluation module 309.
The local state management module 201 of side for help's device 2 and service link block 202, land module 203, rules administration module 204, instant messaging module 205, online help module 206, audit module 207, evaluation module 208 is connected.Local state management module 201 is responsible for the local state recording of registration side for help device 2, the local state of record side for help device 2, be responsible for state monitoring device 101, and coordinate the information interaction of side for help's device 2 internal modules the state transition result notification platform 1 of side for help's device 2.
The service link block 202 of side for help's device 2 is connected with the service jockey 105 of local state management module 201, online comprehensive service platform 1 on the scene, the service link block 302 of help side's device 3, can also be connected with instant messaging module 205, online help module 206, audit module 207.Service link block 202 receiving platforms 1 are sent to the information of side for help's device 2, are transmitted to local state management module 201, or receive the information that side for help's device 2 inner other modules will send to platform 1, transmit to platform 1; Under the coordination of the service jockey 105 of platform 1, the service link block 202 of side for help's device 2 is set up network with the service link block 302 of help side's device 3 and is connected, and finishes directly information communication between side for help's device 2 and the help side's device 3; Perhaps, the service link block 202 of side for help's device 2 and the service link block 302 of help side's device 3 by the service jockey 105 of platform 1, are transmitted the two network service information.
The module 203 of landing of side for help's device 2 is connected with local state management module 201, and the logging request of side for help's device 2 is sent to local state management module 201; Local state management module 201 is forwarded to service link block 202 with logon information, is sent to platform 1 by service link block 202.Land module 203 can also receive local state management module 201 that transmit, land the checking result by what platform 1 sent.
The rules administration module 204 of side for help's device 2 is connected with local state management module 201, is used for management and application to side for help's device 2 end scheduling rules.The rules administration module 204 of side for help's device 2 is responsible for the additional side for help's scheduling rule information of the solicited message of requiring assistance that side for help's device 2 sends.
The instant messaging module 205 of side for help's device 2 is connected with local state management module 201, can also be connected with service link block 202.Instant messaging module 205 is finished between side for help's device 2, help side's device 3 and the platform 1, or between side for help's device 2 and the help side's device 3, based on the instant messages interchange of text, image, file and audio frequency, video.
The online help module 206 of side for help's device 2 is connected with local state management module 201 at least, can also be connected with service link block 202.Online help module 206, be responsible for finishing the initiation function of online help service request, the screen message of the side for help's device 2 in the online help service process sends and from the receiving function of the screen operator order of help side's device 3, finishes online help service function etc.
The audit module 207 of side for help's device 2 is connected with local state management module 201, can also be connected with service link block 202.207 pairs of online help service processes of audit module are carried out record of the audit, wherein the information of record of the audit comprises: the information such as instant messaging between the operation of the screen picture of side for help's device 2, help side's device 3, side for help's device 2 and the help side's device 3, and be kept on 2 machines of side for help's device.After the online help service finished, audit module 207 sent the record of the audit data by service link block 202 to platform 1.
The evaluation module 208 of side for help's device 2 is connected with local state management module 201, and the Function of Evaluation to the quality and satisfaction of online help service process is provided.After the online help service finishes, evaluation result is forwarded to local state management module 201, local state management module 201 is forwarded to service link block 202 with evaluation result, by service link block 202 evaluation result is sent to platform 1.
The local state management module 301 of help side's device 3, with service link block 302, land module 303, rules administration module 304, instant messaging module 305, online help module 306, queuing management module 307, audit module 308, evaluation module 309 is connected.Wherein local state management module 301 is responsible for the state of record help side device 3, with the state transition result notification platform 1 of help side's device 3, and the information interaction of coordination help side device 3 internal modules.
The service link block 302 of help side's device 3 is connected with service jockey 105 devices of local state management module 301, platform 1, can also be connected with instant messaging module 305, online help module 306.Service link block 302 receiving platforms 1 send to the information of help side's device 3, and are transmitted to local state management module 301, or help side's device 3 inner other modules will be sent to the information of platform 1, transmit to platform 1; Under the coordination of the service jockey 105 of platform 1, the service link block 202 of side for help's device 2 is set up network with the service link block 302 of help side's device 3 and is connected, and finishes side for help's device 2 and 3 direct information communications of help side's device; Perhaps, the service link block 202 of side for help's device 2 and the service link block 302 of help side's device 3 by the service jockey 105 of platform 1, are transmitted the two network service information.
The landing module 303, be connected of help side's device 3 with local state management module 301.The logging request of help side's device 3 is sent to local state management module 301; Local state management module 301 is forwarded to service link block 302 with logon information, is sent to platform 1 by service link block 302.Land module 303 can also receive local state management module 301 that transmit, land the checking result by what platform 1 sent.
The rules administration module 304 of help side's device 3 is connected with local state management module 301, is responsible for the management and the application of the scheduling rule of help side's device 3 ends, and finishes the explanation and the execution of scheduling rule in the solicited message of requiring assistance.
The instant messaging module 305 of help side's device 3 is connected with local state management module 301, can also be connected with service link block 302.Instant messaging module 305 is finished between side for help's device 2, help side's device 3 and the platform 1, or between side for help's device 2 and the help side's device 3, based on the instant messages interchange of text, image, file and audio frequency, video.
The online help module 306 of help side's device 3, with local state management module 301, service link block 302 is connected.Be responsible for finishing the online help service and initiate function, side for help's device 2 screen messages in the online help service process receive and send the screen operator command function to side for help's device 2, initiate to finish online service request function etc.
The queuing management module 307 of help side's device 3 is connected with local state management module 301.307 monitoring of queuing management module are after platform 1 scheduling, and the allocating task of corresponding described help side's device 3 is tabulated.
The audit module 308 of help side's device 3 is connected with local state management module 301, can also be connected with service link block 302.Audit module 308, the online help service process is carried out record of the audit, wherein the information of record of the audit comprises: the information such as instant messaging between the operation of the screen picture of side for help's device 2, help side's device 3, side for help's device 2 and the help side's device 3, and be kept on 3 machines of help side's device.After the online help service finished, audit module 308 sent the record of the audit data by service link block 306 to platform 1.
The evaluation module 309 of help side's device 3, be connected with local state management module 301, being used to provides the function that service content is summarized, and includes the marking evaluation of side for help to service, and the help side writes down summary to service process after service finishes.
The side for help can dial the unified call center services hot line that platform 1 is issued, initiate the request of requiring assistance to platform 1, as shown in Figure 7, the present invention supports the side for help to send the request of requiring assistance by phone, and for the side for help provides corresponding online integrated business service flow process on the scene, concrete steps are as follows:
Step 1: the service link block 202,302 of side for help's device 2 or help side's device 3 connects the service jockey 105 (step S1001) of platform 1.
Step 2: side for help's device 2 and help side's device 3 use digital certificate to sign in to platform 1 (step S1002).As shown in Figure 8:
The module 203,303 of landing of side for help's device 2 or help side's device 3 is sent to login message the service jockey 105 of platform 1 by service link block 202,302, local state management module 201, the 301 enrollment status records of side for help's device 2 or help side's device 3 write down its state and are " off-line " simultaneously.
The service jockey 105 of B, platform 1 is handed to state monitoring device 101 (step S2002) with login message.
The state monitoring module 1013 registration side for help's devices 2 of the state monitoring device 101 of C, platform 1 or the state recording of help side's device 3 are " online free time " (step S2003).State monitoring module 1013 is checked status list, if there is not the state recording of this side for help's device 2 or help side's device 3 in the status list, then state monitoring module 1013 is registered the state recording of this side for help's device 2 or help side's device 3 in status list, and recording status is " online free time ".
D, state monitoring module 1013 send login success message to side for help's device 2 or help side's device 3, and the local state management module 201,301 of side for help's device 2 or help side's device 3 will oneself be registered to, the state monitoring module 1013 (step S2004) of the state monitoring device 101 of notification platform 1 when changing with the state of convenient side for help's device 2 or help side's device 3.
E, side for help's device 2 or help side's device 3 receive login success message, and the own current state in status list of record is " online free time " (step S2005) separately.
F, side for help's device 2 or help side's device 3 are sent to platform 1 (step S2006) with attribute information separately.
The service jockey 105 of G, platform 1 is delivered data administrator 106 (step S2007) with the attribute information of side for help's device 2 or help side's device 3.
The data administrator 106 of H, platform 1 deposits this attribute information in the database in and removes (step S2008).
Step 3: the side for help sends the request of requiring assistance (step S1003) to platform 1.
Platform 1 can be by the unified service hotline of unified access entrance device 103 issues, and the side for help dials service hotline can send the request of requiring assistance to platform 1.
Step 4: the unified access entrance device 103 of platform 1 receives the described request of requiring assistance, and transmits (step S1004) to online integrated service apparatus 104 on the scene, state monitoring device 101.
Step 5: the online on the scene integrated service apparatus 104 of platform 1 is dispatched, and the state monitoring module 1013 of state monitoring device 101 is " service dispatch " (step S1005) with the state transition of described side for help's device 2.
The online on the scene integrated service apparatus 104 of platform 1 receives the described request of requiring assistance, and selects suitable help side according to corresponding scheduling rule for the side for help.
Step 6: the online on the scene integrated service apparatus 104 of platform 1 returns to unified access entrance device 103 (step S1006) with help side's attribute information of selecting.
Step 7: the unified access entrance device 103 of platform 1 is connected for side for help and help side set up conversation, and the state monitoring module 1013 of notify status supervising device 101 is " waiting for the service of support " (step S1007) with the state transition of described side for help's device 2.
Step 8: described help side sends dispatch request to platform 1, includes the information (step S1008) of problem log list in the dispatch request.
Side for help and help side set up after conversation is connected, the evaluation module 309 of help side's device 3 generates new problem log list, the side for help is described the problem that is run into or the service of needs, the help side is at the enterprising line item of problem log list, and the content of problem log list includes described side for help's problem description and described help side's information such as scheduling suggestion.After help side's record finishes, send dispatch request to platform 1, platform 1 will be according to incidental problem log list content in the dispatch request, for the side for help dispatches suitable help side.
Step 9: the online on the scene integrated service apparatus 104 of platform 1 receives described dispatch request (step S1009), judges whether to select online help (step S1010):
If A selects online help, then carry out online help service (step S1011), as shown in Figure 9:
(1) suitable online help side (step S3001) is selected in online on the scene integrated service apparatus 104 scheduling of platform 1.
(2) the online on the scene integrated service apparatus 104 of platform 1 is sent to side for help's device 2 (step S3002) with online help side's attribute information of selecting, and the side for help judges whether to agree this scheduling (step S3003):
If 1. the side for help agrees this scheduling, the current state of side for help's device 2 and platform 1 record side for help device 2 is " waiting for the service of support ", and sends the granted service scheduling message to described help side's device 3 (step S3004).
The state monitoring module 1013 of the state monitoring device 101 of platform 1 given this announcement information by the service jockey 105 of platform 1, state monitoring module 1013 is " waiting for the service of support " with the state recording of this side for help's device 2 in the status list, and send the granted service scheduling message to described help side's device 3, turn to (3).
If 2. the side for help disagrees with scheduling, side for help's device 2 sends the denial of service scheduling message to platform 1 (step S3005).
The service jockey 105 of platform 1 is delivered the denial of service scheduling message to state monitoring device 101 and online integrated service apparatus 104 on the scene, the state monitoring module 1013 of state monitoring device 101 is " service dispatch " with side for help's device 2 state transitions in the status list, online integrated service apparatus on the scene 104 reschedules suitable help side for side for help's device 2, turns to (1) (step S3006).
(3) help side responds granted service scheduling message (step S3007), help side's device 3 is transmitted service request information by platform 1 and is given corresponding side for help's device 2, and the state monitoring module 1013 of state monitoring device 101 is " request service " (step S3008) with the state transition of described help side's device 3.
(4) side for help's device 2 is received the service request information (step S3009) of help side's device 3, confirms whether to accept service (step S3010) this time:
If 1. the side for help agrees to accept this service request, then set up being connected of side for help's device 2 and help side's device 3, turn to (5) (step S3011).
If 2. the side for help refuses this service request, then:
Side for help's device 2 sends the denial of service request message to platform 1, and 2 state transitions of side for help's device are " online free time " (step S3012).
The state monitoring module 1013 of the state monitoring device 101 of platform 1 is " online free time " with the side for help's device 2 in the status list, 3 state transitions of help side's device, and the denial of service request message is transmitted (step S3013) to described help side's device 3.
Help side's device 3 receives the denial of service request message, and 3 state transitions of help side's device are " online free time " (step S3014); This flow process finishes.
(5) beginning online help (step S3015);
(6) finish online help (step S3016).
This flow process finishes (step S1013).
If B does not select online help, then carry out help on the scene (step S1012):
Because hardware, network reason when the help side can't provide online help for described side for help's device 2 by network, can provide help on the scene for described side for help's device 2, as shown in figure 10, idiographic flow is as follows when side for help's device 2:
(1) suitable help side on the scene is selected in online on the scene integrated service apparatus 104 scheduling of platform 1, and the state monitoring module 1013 of notify status supervising device 101 is " waiting for support service on the scene " (step S4001) with side for help's device 2 state transitions in the status list.
(2) the online on the scene integrated service apparatus 104 of platform 1 sends service dispatch message on the scene to help side's device on the scene 3 of selecting, and service dispatch message on the scene includes the content (step S4002) of problem log list.
(3) the service link block 302 of help side's device 3 is transmitted service dispatch message on the scene to queuing management module 307, and sends information (step S4003) to the help side.
(4) help side responds service dispatch message on the scene, and the state monitoring module 1013 of the state monitoring device 101 of platform 1 is " request service " (step S4004) with the state transition of described help side's device 3.
The evaluation module 309 of help side's device 3 generates new problem log list automatically, shows the incidental problem log list of service dispatch message on the scene content on this list, and the help side needs the problem log list is all filled in each service.The problem log list can be printed.
(5) begin helping service on the scene (step S4005).
The help side is according to described side for help's problem preparation tool on the problem log list, for example operating system installation CD, driver fixing disc, mainboard maintenance tool, hard disk maintenance tool, internal memory maintenance tool, notebook maintenance tool, maintenance computer accessory etc., and the problem log list that carries electronics or paper-based form is gone to the side for help scene.After the help side arrives the side for help scene, begin to side for help's device 2 provides service on the scene, service content on the scene can include: computer maintenance, maintenance computer, network operation, equipment cleaning etc.
(6) finish helping service on the scene (step S4006).
After the solution of side for help's affirmation problem finished, the flow process that finishes service on the scene was as follows:
1. the side for help on the problem log list to the service evaluation of giving a mark.
2. the help side carries out record to the service processing process on the problem log list.
3. the help side with the content uploading of problem log list to database.
This flow process finishes (step S1013).
Policymaker or keeper that the present invention goes back supporting platform 1 can pass through unified access entrance device 103, grid is carried out in the compass of competency of platform 1 to be divided, and the encode management by grid, incident, parts, side for help's device 2 in the grid, help side's device 3 states are monitored in real time, provide management and service accurately the side for help.As shown in figure 11, as follows to the status monitoring idiographic flow of side for help's device 2 of platform 1, help side's device 3:
Step 1: the keeper lands unified access entrance device 103, selection mode monitoring (step S5001).
Step 2: unified access entrance device 103 is to state monitoring device 101 transmit status monitoring messages (step S5002).
Step 3: state monitoring device 101 returns information (step S5003) such as GIS map, grid coding, event code, component coding to unified access entrance device 103.
Step 4: unified access entrance device 103 shows (step S5004) with the stack of information such as GIS map, grid coding, event code, component coding.
Step 5: the keeper sends the grid switching command, and unified access entrance device 103 is forwarded to mesh-managing module 1012 (step S5005) with the grid switching command.
If the keeper selects to the side for help's device 2 in the different grids, when help side's device 3 states are monitored, system produces corresponding grid switching command, and described grid switching command includes the information such as grid coding number of planning monitoring.
Step 6: mesh-managing module 1012 is returned information such as the GIS map corresponding with described grid, event code, component coding according to the grid switching command to unified access entrance device 103, turns to step 4 (step S5006).
As shown in figure 12, be the schematic diagram that Beijing is carried out grid coding management, described Beijing map is divided into a plurality of grids, and is unique grid of each mesh definition number.
As shown in figure 13, it is the schematic diagram that a certain floor in the described grid is carried out condition monitoring, wherein use different colors that the state information of side for help's device 2, help side's device 3 is identified, keeper or policymaker can clearly recognize the equipment state in each room in this floor, and issue corresponding administrative decision information.
Claims (10)
1, a kind of equipment that is used for the condition monitoring of online integrated service on the scene is monitored state when being used for the help side and providing online helping service on the scene by online comprehensive service platform on the scene for the side for help, it is characterized in that described equipment comprises at least:
State monitoring device, be used for the side for help's device of platform and the state of help side's device are moved and record, and send a notification message to side for help's device and help side's device according to state transition, or the GIS data are organized, manage, and provide the corresponding GIS application foundation, or the grid of receiving platform switching message, and return the chorography information that described grid switches the specified grid of message.
2, a kind of equipment that is used for the condition monitoring of online integrated service on the scene according to claim 1, it is characterized in that, described side for help's device comprises at least: local state management module, be used to write down the local state of side for help's device, with the state monitoring device of the online comprehensive service platform on the scene of state transition result notification of side for help's device, and coordinate the information interaction of side for help's device internal module;
Described help side's device comprises at least: local state management module, be used to write down the state of help side's device, with the state monitoring device of the online comprehensive service platform on the scene of state transition result notification of help side's device, and coordinate the information interaction of help side's device internal module.
3, a kind of equipment that is used for the condition monitoring of online integrated service on the scene according to claim 2 is characterized in that, described online comprehensive service platform on the scene further comprises:
Unified access entrance device, be used to receive request of requiring assistance that side for help's device sends or the interactive information between keeper and the platform, and other device, side for help's device or help side's device are transmitted in platform, perhaps receive help side's attribute information that online integrated service apparatus on the scene is selected, be connected for described side for help and help side set up conversation;
Online integrated service apparatus on the scene, be used to receive the described request of requiring assistance, choose help side's device of this solicited message of requiring assistance of response, and the scheduling result information that will comprise help side's attribute information of selection turns back to platform, perhaps receive the dispatch request that described help side's device sends, choose online help side's device or help side's device on the scene of this dispatch request information of response, perhaps the workflow customized messages of receiving platform forwarding customizes online incorporate operation flow on the scene and list.
4, a kind of equipment that is used for the condition monitoring of online integrated service on the scene according to claim 1 is characterized in that the state monitoring device of described online comprehensive service platform on the scene further comprises:
The GIS engine modules is used for the GIS data are organized, managed, and the corresponding GIS application foundation is provided;
The mesh-managing module is used to receive the grid switching message that unified access entrance device sends, and described message includes grid handoff parameter information, and returns the chorography information that described grid switches the specified grid of message to unified access entrance device;
State monitoring module is used for the side for help's device of platform and the state of help side's device are moved and record, and sends a notification message to side for help's device and help side's device according to state transition.
5, a kind of equipment that is used for the condition monitoring of online integrated service on the scene according to claim 1 is characterized in that, described online comprehensive service platform on the scene further comprises:
Background management device is used for encode management is carried out in service involved grid, incident, parts, address, and record and upgrade machine account to equipment, information such as keep in repair, scrap.
6, a kind of equipment that is used for the condition monitoring of online integrated service on the scene according to claim 5 is characterized in that the background management device of online comprehensive service platform on the scene further comprises:
The grid coding administration module is used for dividing and the grid coding rule according to grid, and map area is carried out calculated division, and the unique grid identification code of each mesh definition that calculating is marked off;
The event code administration module is used for according to the event code rule, to the unique time marking sign indicating number of Service events definition;
The component coding administration module is used for according to the component coding rule, to the parts in the system, includes hardware or software, defines unique component identification sign indicating number;
The geocoding administration module is used for according to the geocoding rule, to the unique address identification code of the definition of the parts geographical coordinate in the system;
The grid equipment maintenance module is used to receive the grid equipment maintain message that unified access entrance device sends, and is forwarded to data administrator.
7, a kind of equipment that is used for the condition monitoring of online integrated service on the scene according to claim 6 is characterized in that the background management device of online comprehensive service platform on the scene further comprises:
Device management module is used to receive the device management message that unified access entrance device sends, and described message includes equipment account, maintenance record, scraps lastest imformations such as record, reads described message content and is forwarded to data administrator;
The state monitoring device of described online comprehensive service platform on the scene further comprises:
The GIS engine modules is used for the GIS data are organized, managed, and the corresponding GIS application foundation is provided;
The mesh-managing module is used to receive the grid switching message that unified access entrance device sends, and described message includes grid handoff parameter information, and returns the chorography information that described grid switches the specified grid of message to unified access entrance device;
State monitoring module is used for the side for help's device of platform and the state of help side's device are moved and record, and sends a notification message to side for help's device and help side's device according to state transition.
Described online comprehensive service platform on the scene further comprises:
Unified access entrance device, be used to receive request of requiring assistance that side for help's device sends or the interactive information between keeper and the platform, and other device, side for help's device or help side's device are transmitted in platform, perhaps receive help side's attribute information that online integrated service apparatus on the scene is selected, be connected for described side for help and help side set up conversation;
Online integrated service apparatus on the scene, be used to receive the described request of requiring assistance, choose help side's device of this solicited message of requiring assistance of response, and the scheduling result information that will comprise help side's attribute information of selection turns back to platform, perhaps receive the dispatch request that described help side's device sends, choose online help side's device or help side's device on the scene of this dispatch request information of response, perhaps the workflow customized messages of receiving platform forwarding customizes online incorporate operation flow on the scene and list.
The service jockey, be used to set up the connection between platform, side for help's device and the help side's device three, and coordinate the information interaction between the three, also be used to receive the administrative messag that unified access entrance device sends, and other device, side for help's device or help side's device are transmitted in platform;
Data administrator is used to finish the storage and the accessing operation of data.
8, a kind of method that is used for the condition monitoring of online integrated service on the scene comprises following steps:
Step 1: side for help's device and help side's device sign in to platform;
Step 2: the side for help sends the request of requiring assistance to platform;
Step 3: platform receives the described request of requiring assistance, and transmits to online integrated service apparatus on the scene;
Step 4: the online integrated service apparatus on the scene of platform is dispatched;
Step 5: the integrated service apparatus online on the scene of platform returns to unified access entrance device with help side's attribute information of selecting;
Step 6: the unified access entrance device of platform is connected for side for help and help side set up conversation;
Step 7: described help side sends dispatch request to platform;
Step 8: the integrated service apparatus online on the scene of platform receives described dispatch request, judges whether to select online help:
If A selects online help, then carry out the online help service;
If B does not select online help, then carry out help on the scene.
It is characterized in that the middle in steps state monitoring device of institute all participates in work, its concrete steps are as follows:
The state transition notification message that the state monitoring device receiving platform sends moves the state of described side for help's device or help side's device.
9, a kind of method that is used for the condition monitoring of online integrated service on the scene according to claim 8 is characterized in that, among the B of step 8, also further includes:
(1) suitable help side on the scene is selected in the online on the scene integrated service apparatus scheduling of platform, and the notify status supervising device is " waiting for support service on the scene " with the migration of the side for help's unit state in the status list.
(2) the integrated service apparatus online on the scene of platform sends service dispatch message on the scene to help side's device on the scene of selecting.
(3) help side's device sends information to the help side.
(4) help side responds service dispatch message on the scene, and the state monitoring device of platform is " request service " with the state transition of described help side's device.
(5) begin help on the scene.
(6) finish helping service on the scene.
10, a kind of method that is used for the condition monitoring of online integrated service on the scene according to claim 8 is characterized in that, comprises:
Step 1: the keeper lands unified access entrance device, the selection mode monitoring;
Step 2: unified access entrance device is to state monitoring device transmit status monitoring message;
Step 3: state monitoring device returns GIS map, grid coding, event code, component coding information to unified inlet device;
Step 4: unified access entrance device superposes GIS map, grid coding, event code, component coding information and is shown to the keeper;
Step 5: the keeper sends the grid switching command, and unified access entrance device is forwarded to state monitoring device with the grid switching command;
Step 6: state monitoring device returns GIS map, event code, the component coding information corresponding with described grid according to the grid switching command to unified inlet device, turns to step 4.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNA2007101769181A CN101431433A (en) | 2007-11-07 | 2007-11-07 | State monitoring device and method for on-line in-situ synthetic service |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNA2007101769181A CN101431433A (en) | 2007-11-07 | 2007-11-07 | State monitoring device and method for on-line in-situ synthetic service |
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| CN101431433A true CN101431433A (en) | 2009-05-13 |
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| Application Number | Title | Priority Date | Filing Date |
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| CNA2007101769181A Pending CN101431433A (en) | 2007-11-07 | 2007-11-07 | State monitoring device and method for on-line in-situ synthetic service |
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Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101840370A (en) * | 2010-04-30 | 2010-09-22 | 南京德讯信息***有限公司 | Service state online detection method and system based on components |
| CN102867273A (en) * | 2012-07-26 | 2013-01-09 | 杭州市电力局 | Service-oriented architecture (SOA)-based distribution network dual-coding system |
| CN108009804A (en) * | 2018-01-10 | 2018-05-08 | 海口金政信息科技有限公司 | A kind of environmental protection gridding supervision and management platform |
| CN111208777A (en) * | 2020-01-07 | 2020-05-29 | 王世鹏 | Safety supervision platform of large-scale mechanical equipment |
-
2007
- 2007-11-07 CN CNA2007101769181A patent/CN101431433A/en active Pending
Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101840370A (en) * | 2010-04-30 | 2010-09-22 | 南京德讯信息***有限公司 | Service state online detection method and system based on components |
| CN102867273A (en) * | 2012-07-26 | 2013-01-09 | 杭州市电力局 | Service-oriented architecture (SOA)-based distribution network dual-coding system |
| CN102867273B (en) * | 2012-07-26 | 2015-10-21 | 杭州市电力局 | A kind of distribution dual coding system based on SOA |
| CN108009804A (en) * | 2018-01-10 | 2018-05-08 | 海口金政信息科技有限公司 | A kind of environmental protection gridding supervision and management platform |
| CN111208777A (en) * | 2020-01-07 | 2020-05-29 | 王世鹏 | Safety supervision platform of large-scale mechanical equipment |
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Open date: 20090513 |