CN105117829A - Intensive broadband secondary pretreatment intelligent production management system - Google Patents

Abstract

The invention provides an intensive broadband secondary pretreatment intelligent production management system which is characterized in that the production management system comprises an adaption module without an interface, a work order fault information preprocessing module, a broadband failure automatic processing module, a work order intelligent distribution module and a work order management module. The adaption module without an interface and the broadband failure automatic processing module communicate through a shared memory which is created and managed by an engineer console client, and thus the data format satisfies the need of communication. The signal transmission among the broadband failure automatic processing module, the work order fault information preprocessing module, the work order intelligent distribution module and the work order management module is carried out through a relational database. According to the system, the intensive broadband secondary treatment service efficiency and success rate can be improved, and the service quality and user information safety are ensured.

Description

Intensive broadband secondary pre-service Intelligent Production Management System

Technical field

The present invention relates to Computer Control Technology field, be specifically related to a kind of intensive broadband secondary pre-service Intelligent Production Management System.

Background technology

China Telecom's broadband secondary pre-processing service, need to use rear end, each province operational system (comprising synthesis scheduling system, ability front-end system, Customer Relationship Management Services, authentication and billing system, end-to-end test system etc.), separate between each system, external interface is closed, slip-stick artist is complex operation when user processes broadband fault, high to personnel's skill set requirements.

Conventional situation, the form of each Telecom broadband secondary pre-service many employings personnel outsourcing is served at Ben Sheng (city), personnel's technical capability and individual quality uneven, user information safety cannot ensure, efficiency of service and success ratio lower.

Summary of the invention

The invention provides a kind of intensive broadband secondary pre-service production management system, to promote intensive broadband secondary treating efficiency of service and success ratio, guarantee service quality and user information safety.

For this reason, the technical scheme adopted is:

A kind of intensive broadband secondary pre-service production management system, this production management system comprises without interface adaptation module, work order failure message pretreatment module, the automatic processing module of broadband fault, work order smart allocation module and workform management module;

The described interactive operation being used for engineer console client and multiple Third party system without interface adaptation module, comprise the automatic login that realizes multiple Third party system and the wherein collection of key message, storage, and simulation manually carries out result submit operation to multiple Third party system;

Described work order failure message pretreatment module is before service engineering teacher processes work order, information needed is complete from each page interrogation of telecom operation and maintenance system, and the content inquired is carried out intelligent decision, problem analysis reason, automatic generation fault handling suggestion, for service engineering's teacher reference;

Described broadband fault automatic processing module automatic decision consumer wideband error reason, reparation operation is carried out by specification, and cyclic query consumer wideband state, when consumer wideband recovers normally in threshold time, then automatically distribute work order to special seat service engineering teacher specified; As do not recovered normal, then according to broadband fault type in conjunction with service pressure situation, automatically distribute to special seat service engineering teacher specified;

Described work order smart allocation module is used for according to broadband fault type and in conjunction with service pressure situation, work order is distributed to automatically special seat service engineering teacher specified;

Described workform management module is used for broadband secondary pre-service in-situ production management and late time data analytic statistics;

Describedly carry out communication without between interface adaptation module and the automatic processing module of broadband fault by shared drive, created and managing shared memory by engineer console client, make its data layout meet the demand of communication; And the signal transmission between the automatic processing module of broadband fault, work order failure message pretreatment module, work order smart allocation module and workform management module carries out communication by relevant database.

By the information collection function of robotization of the present invention, can will originally log in multiple Third party system, check that the repetitive operation of nearly ten multinomial key messages was once completed by system automatically one by one, and information integration is processed, coordinate automatic troubleshooting function simultaneously, interception can the robotization broadband fault of repairing, and reduces manual service pressure.For automatic troubleshooting failure or cannot the work order of troubleshooting automatically, system generates fault handling suggestion automatically, service engineering teacher progressively performs according to advice content, reduce the skill set requirements to service engineering teacher, strengthen service procedure standardized management, thus significantly promote fault handling efficiency and success ratio, and effectively reduce human cost.

Native system is by the double verification of safe Ukey and service engineering's teacher job number password, coordinate multiple Third party system Auto Login feature, service engineering teacher cannot learn the password of telecommunications rear end ability system account number at work, strengthens accounts security management, thus ensures user information safety.

The present invention can use according to actual conditions flexible combination, and application space is relatively more extensive, can be applicable to polytype manual service.For example: as telecom operators' manual service field, household electrical appliances 3C customer service field, plant equipment producer expert service field etc.Be the service mode that system automatically gathers, processes, work order is distributed and manually combined by pure manual service Mode change in the past, reduce repeated manual labor, effectively reduce human cost and personnel requirement, lifting efficiency of service.

Accompanying drawing explanation

Fig. 1 is overall flow schematic diagram of the present invention;

Fig. 2 is automatic login process schematic diagram of the present invention;

Fig. 3 is of the present invention without interface adaptation module and the mutual schematic diagram of multiple Third party system;

Fig. 4 is broadband of the present invention fault automatic processing module module logic figure;

Fig. 5 is work order smart allocation module diagram of the present invention.

Embodiment

Below in conjunction with accompanying drawing, the present invention will be further described.

A kind of intensive broadband secondary pre-service production management system, this production management system comprises Third party system without interface adaptation module, work order failure message pretreatment module, the automatic processing module of broadband fault, work order smart allocation module and workform management module, describedly carry out communication without between interface adaptation module and the automatic processing module of broadband fault by shared drive, created and managing shared memory by engineer console client, make its data layout meet the demand of communication, and the signal transmission between the automatic processing module of broadband fault, work order failure message pretreatment module, work order smart allocation module and workform management module carries out communication by relevant database, its concrete signal transmittance process is as follows: first gather multiple Third party system relevant information without interface adaptation module simulated operation, then the information content is delivered to work order failure message pretreatment module by engineer console client to carry out failure cause and tentatively judge, analyze this work order and whether can carry out automatic troubleshooting, after having processed, by content delivery to relevant database, the automatic processing module of broadband fault, work order smart allocation module and workform management module retrieve relevant database automatically, if any new data message, namely startup work order smart allocation module and workform management module start to service engineering's teacher distribution and transmission.

Specific embodiment of the invention step following (Fig. 1):

1, engineer console client completes the login process of multiple Third party system by automatic login module;

2, by simulation work order acquisition module, from multiple Third party system, work order information is gathered, and stored in self-built trouble ticket pool and relevant database.

3, use work order failure message pretreatment module tentatively to judge work order failure cause, analyze this work order and whether can carry out automatic troubleshooting.

4, by the automatic processing module of broadband fault, carrying out reparation operation by specification, and whether recover normal in threshold time Inner eycle inquiring user broadband state, as recovered normal, then work order being distributed to preliminary service slip-stick artist automatically.

5, by work order smart allocation module, according to broadband fault type and in conjunction with service pressure situation, work order is distributed to automatically special seat service engineering teacher specified.

6, pass through simulation and manually submit module to, submitted to module transmission receipt by engineer console client or turn the number of distributing letters to simulation is artificial, this simulation is manually submitted to module to perform according to signal content and is submitted the operation such as receipt or group's list to multiple Third party system.

Further, described multiple Third party system comprises the automatic login module of system without interface adaptation module, key message acquisition module, and simulation manually submits module to; The automatic login module of described system is used for multiple Third party system Auto Login features of engineer console client, and key message acquisition module is used for the fault ticket automatic information collecting in multiple Third party system and stores; The artificial module of submitting to of simulation is used for carrying out result submit operation to multiple Third party system; The mode that automatic login module and key message acquisition module are shared by internal memory carries out signal transmission, and after multiple Third party system has logged in automatically, announcement information acquisition module starts collecting work, and by collection result stored in relevant database; The artificial module of submitting to of simulation is passed through relevant database obtaining information state (as work order completes pre-service) and completes to upload or submission work.Wherein the automatic login module of system is that the account number of multiple Third party system, password are kept at service end, when service engineering teacher uses job number to log in described production management system, judge whether to there is safe Ukey, and automatically obtain multiple Third party system access rights of this service engineering teacher from service end, and use pre-configured account number, password completes automatic register; Concrete steps following (Fig. 2):

1, automatically detect current system environment by engineer console client and whether there is safe Ukey, carry out once safety certification by this function.

Whether the job number 2, submitted to by this service engineering teacher of server authentication, password be correct, carries out secondary safety certification.

3, obtain from server end the multiple Third party system authority and pre-configured account number, password that this service engineering teacher is authorized to.

4, use pre-configured account number, automatic login that password completes multiple Third party system.

Described key message acquisition module gathers the various key messages in the multiple Third party system also needed for stored wide band secondary pre-processing service automatically, for subsequent analysis module provides data basis.

Described simulation is manually submitted module simulation receipt to or is sent single function, command signal is sent to simulation by engineer console client and manually submits module to, and this simulation is manually submitted to module to perform according to signal content and submitted the operation such as receipt or group's list to multiple Third party system.

As shown in Figure 3, the invention provides a kind of exchange method without interface adaptation module and multiple Third party system, specifically refer to, in service process, the data of required multiple Third party system are automatically gathered by simulated operation by engineer console client from multiple Third party system, and service engineering teacher does not need directly to use multiple Third party system.Service engineering teacher carries out business operation by engineer console client, transmits command signal to without interface adaptation module by internal processes, after resolving command signal without interface adaptation module, on behalf of operation external system.

Fig. 4 is the logical diagram of the automatic processing module of broadband of the present invention fault, show that this module checks every state of consumer wideband automatically at threshold time Inner eycle, when a certain state meets pre-conditioned, perform the operations such as follow-up automatic form return, work order distribution, fault restoration by default script.This process is mainly through multiple Third party system, such as ability front-end system, Customer Relationship Management Services (crm system), authentication and billing system, end-to-end test system etc., that whether online, dialing authentication record exists the whether arrearage of mistake, account to inquiring user broadband state, whether user outline exists is abnormal etc., and for obstacle phenomenon, automatically failover operation is carried out to work order, comprise and remove online equipment, removing port binding, bundling port etc.

Fig. 5 is the process flow diagram of work order smart allocation module of the present invention, work order to be distributed to by work order type service engineering teacher that the type specifies by automatically, simultaneously in conjunction with current service pressure condition, work order priority allocation, to little special seat service engineering teacher of service pressure, realizes service pressure load balancing.

Described workform management module is used for broadband secondary pre-service in-situ production management and late time data analytic statistics; Specifically refer to: current service pressure can be checked, comprise current queuing work order total amount, current pending work order total amount, point personnel's work order amount, real-time blocking rate; By time period, work order type, treatment people, result, satisfaction condition query history trouble ticket, work order details and relevant supporting report output can be checked.

The online pre-service center implementation in the preliminary broadband in branch office of China Telecom of the present invention, at present this platform user scale 3,000,000, volume of services 1000 list/day.Carry out data analysis from the result of reaching the standard grade over 2 months, efficiency of service promotes obviously, day volume of services be promoted to for 1300 list/days, the manpower resultant costs of nearly 30% can be saved.

Claims (1)

1. an intensive broadband secondary pre-service production management system, is characterized in that: this production management system comprises without interface adaptation module, work order failure message pretreatment module, the automatic processing module of broadband fault, work order smart allocation module and workform management module;

The described interactive operation being used for engineer console client and multiple Third party system without interface adaptation module, comprise the automatic login that realizes multiple Third party system and the wherein collection of key message, storage, and simulation manually carries out result submit operation to multiple Third party system;

Described work order failure message pretreatment module is before service engineering teacher processes work order, information needed is complete from multiple Third party system inquiry, and the content inquired is carried out intelligent decision, problem analysis reason, automatic generation fault handling suggestion, for service engineering's teacher reference;

Described broadband fault automatic processing module automatic decision consumer wideband error reason, reparation operation is carried out by specification, and cyclic query consumer wideband state, when consumer wideband recovers normally in threshold time, then automatically distribute work order to special seat service engineering teacher specified; As do not recovered normal, then according to broadband fault type in conjunction with service pressure situation, automatically distribute to special seat service engineering teacher specified;

Described work order smart allocation module is used for according to broadband fault type and in conjunction with service pressure situation, work order is distributed to automatically special seat service engineering teacher specified;

Described workform management module is used for broadband secondary pre-service in-situ production management and late time data analytic statistics;

Describedly carry out communication without between interface adaptation module and the automatic processing module of broadband fault by shared drive, created and managing shared memory by engineer console client, make its data layout meet the demand of communication; And the signal transmission between the automatic processing module of broadband fault, work order failure message pretreatment module, work order smart allocation module and workform management module carries out communication by relevant database.