CN109586975A - The cognitive method and system of quality of service exception - Google Patents

Abstract

This embodiment provides a method and system for perceiving abnormal service quality, which relate to the technical field of communications. The customer perception system obtains the first parameter of each test point in the network, obtains the second parameter of each device in the network according to the first parameter, and sends alarm information to the comprehensive monitoring system when the second parameter is greater than the first preset threshold , the integrated monitoring system determines whether to generate a trouble ticket or a perception ticket according to the alarm information, and can detect and deal with equipment with abnormal service quality in time.

Description

Method and system for perceiving abnormal service quality

technical field

The invention relates to the field of communication technologies, and in particular, to a method and system for perceiving abnormal service quality.

Background technique

The traditional methods for judging group service anomalies are mainly divided into two categories: one is to actively monitor access layer devices and issue trouble tickets, and the other is to report faults through users. Active monitoring of access layer devices and distribution of fault tickets can only intercept network management explicit alarms and on-off faults. Complaints about no obvious abnormality in the network or reduced user perception can only be measured by dispatching external orders. way to solve. It not only consumes a lot of labor costs for door-to-door maintenance, but also external lines are often limited by the triggering conditions of perceived problems and the limitations of detection methods. It often occurs that there is no effective solution to the problem after staying at the customer site for a long time, which seriously affects the user experience and reduces customer satisfaction. . Statistics of user declarations in a centralized time are carried out through user reporting faults. When the number of users who are concentrated under a certain access device in a unit time reaches a certain number, a group report dispatching order is triggered. This method completely relies on user complaints, requiring users to report the fault first, customer service personnel to transfer the corresponding equipment maintenance personnel, and then the maintenance personnel determine the fault location based on maintenance experience, resulting in a long fault duration and poor user perception.

Device monitoring of traditional network management cannot reflect user experience-oriented and service-oriented quality assessment. It is invisible to user perception, and cannot provide early warning for perceived group service abnormalities. Moreover, the correlation between systems is poor, and the user access location can only be associated with the access location. Layer devices cannot implement end-to-end fault and service-aware exception handling. And limited by the chimney structure between the systems in the business B domain and the operation O domain, the systems are independent of each other, and the data association between all services and devices cannot be achieved, resulting in the inability to group some services (such as IPTV services). Obstacles are identified and dealt with in a timely manner.

SUMMARY OF THE INVENTION

Embodiments of the present invention provide a method and system for perceiving abnormal service quality, which can timely discover and process devices with abnormal service quality.

In order to achieve the above purpose, the embodiment of the present application adopts the following technical solutions:

In a first aspect, an embodiment of the present application provides a method for perceiving abnormal service quality, which is applied to a customer perception system, and the method includes:

Obtain the first parameter of each test point in the network;

Acquire a second parameter of each device in the network according to the first parameter of each test point, where the second parameter is used to evaluate whether the corresponding device is faulty;

If the second parameter of the first device is greater than the first preset threshold, send alarm information to the integrated monitoring system, where the alarm information includes the information of the first device;

Receive the trouble ticket number or the perception ticket number sent by the integrated monitoring system.

In a second aspect, an embodiment of the present application provides a method for perceiving abnormal service quality, which is applied to a comprehensive monitoring system, and the method includes:

receiving alarm information from a customer awareness system, the alarm information including first device information;

If the integrated monitoring system has received the first equipment information within the first preset time, and the first equipment information has a corresponding first trouble ticket, send the first trouble ticket number to the customer perception system; or,

If the integrated monitoring system receives the first equipment information within the first preset time and the first equipment information does not have a corresponding trouble ticket, it sends first indication information to the work order system, where the first indication information is used for instructing the work order system to generate a second trouble ticket for the first device; forwarding the second trouble ticket number sent by the work order system to the customer awareness system; or,

If the integrated monitoring system has not received the first device information within the first preset time, it sends second indication information to the work order system, where the second indication information is used to indicate that the work order system is the first device The device generates a first perception ticket; and forwards the first perception ticket number sent by the work order system to the customer perception system.

In a third aspect, an embodiment of the present application provides a customer perception system, including: an obtaining unit, a sending unit, and a receiving unit;

The acquisition unit is used to acquire the first parameter of each test point in the network;

The obtaining unit is further configured to obtain a second parameter of each device in the network according to the first parameter of each test point, where the second parameter is used to evaluate whether the corresponding device is faulty;

The sending unit is configured to send alarm information to the integrated monitoring system if the second parameter of the first device is greater than the first preset threshold, where the alarm information includes information of the first device;

The receiving unit is configured to receive the trouble ticket number or the perception ticket number sent by the integrated monitoring system.

In a fourth aspect, an embodiment of the present application provides a comprehensive monitoring system, including: a receiving unit and a processing unit;

the receiving unit, configured to receive alarm information from the customer perception system, where the alarm information includes first device information;

The processing unit is configured to send the information to the customer perception system if the integrated monitoring system has received the first device information within the first preset time and the first device information has a corresponding first trouble ticket. the first trouble ticket number; or,

Used to send first indication information to the work order system if the integrated monitoring system receives the first equipment information within the first preset time and the first equipment information does not have a corresponding trouble ticket, the first indication information for instructing the work order system to generate a second trouble ticket for the first device; forwarding the second trouble order number sent by the work order system to the customer awareness system; or,

It is used to send second indication information to the work order system if the comprehensive monitoring system has not received the first device information within the first preset time, and the second indication information is used to indicate that the work order system is the The first device generates a first perception ticket; and forwards the first perception ticket number sent by the work order system to the customer perception system.

In a fifth aspect, an embodiment of the present application provides a customer perception system, including: at least one processor, and a memory, where the memory is used to store a computer program, so that when the computer program is executed by the at least one processor, the The method for perceiving abnormal service quality described in the first aspect.

In a sixth aspect, an embodiment of the present application provides an integrated monitoring system, including: at least one processor, and a memory, where the memory is used to store a computer program, so that when the computer program is executed by the at least one processor, the The method for perceiving abnormal service quality described in the second aspect.

In a seventh aspect, an embodiment of the present application provides a computer storage medium on which a computer program is stored, and when the program is executed by a processor, implements the method for perceiving abnormal service quality as described in the first aspect, or the method described in the second aspect. The above-mentioned method for perceiving abnormal service quality.

Embodiments of the present invention provide a method and system for perceiving abnormal service quality. The customer perception system acquires the first parameter of each test point in the network, and acquires the second parameter of each device in the network according to the first parameter. When the second parameter is greater than the first preset threshold, alarm information is sent to the integrated monitoring system, and the integrated monitoring system determines whether to generate a trouble ticket or a perception ticket according to the alarm information, and can timely detect and deal with equipment with abnormal service quality.

Description of drawings

In order to illustrate the technical solutions in the embodiments of the present invention more clearly, the following briefly introduces the accompanying drawings used in the description of the embodiments. Obviously, the accompanying drawings in the following description are only some embodiments of the present invention. For those of ordinary skill in the art, other drawings can also be obtained from these drawings without creative effort.

1 is a schematic structural diagram of a network to which a method for sensing abnormal service quality provided by an embodiment of the present invention is applied;

2 is a schematic diagram of a deployment position of an IPTV video quality monitoring probe provided by an embodiment of the present invention;

3 is a schematic diagram of a deployment location of a broadband user perception probe according to an embodiment of the present invention;

FIG. 4 is a schematic architectural diagram of an implementation environment of a method for perceiving abnormal service quality according to an embodiment of the present invention;

FIG. 5 is a schematic architectural diagram of an implementation environment of another method for sensing abnormal service quality according to an embodiment of the present invention;

6 is a flowchart of a method for perceiving abnormal service quality according to an embodiment of the present invention;

7 is a flowchart of another method for sensing abnormal service quality provided by an embodiment of the present invention;

8 is a schematic diagram of functional modules of a customer perception system according to an embodiment of the present invention;

9 is a schematic diagram of functional modules of a comprehensive monitoring system provided by an embodiment of the present invention;

FIG. 10 is a schematic diagram of functional modules of another integrated monitoring system provided by an embodiment of the present invention.

Detailed ways

The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only a part of the embodiments of the present invention, but not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by those of ordinary skill in the art without creative efforts shall fall within the protection scope of the present invention.

As shown in FIG. 1 , it is a schematic structural diagram of a network 100 according to an embodiment of the present application. Among them, the IPTV set-top box 110, the user terminal 111, and the fixed telephone 112 can be connected to the optical network unit ONU113, the ONU113 can be connected to the optical line terminal OLT114, the OLT114 can be connected to the broadband remote access server BRAS115, and the OLT114 can also be connected to the full-service router SR116. , BRAS115 can be connected with core router CR117, SR116 can be connected with CR118. The IPTV set-top box 120, the user terminal 121, and the fixed telephone 122 can be connected to the ONU 123, the ONU 123 can be connected to the OLT 124, the OLT 124 can be connected to the access aggregation switch 125, the access aggregation switch 125 can be connected to the BRAS 126, and the access aggregation switch 125 can also be connected to SR127 is connected, BRAS126 can be connected with CR128, SR127 can be connected with CR129.

As shown in FIG. 2 , a schematic diagram of deployment positions of IPTV video quality monitoring probes in the network 200 provided by the embodiment of the present application is shown. IPTV video quality monitoring probes may be deployed on devices in the network 200, such as IPTV set-top boxes, edge nodes 250, multi-picture analyzer 271, video analyzer 272, and the like. The IPTV video quality monitoring probe deployed at each test point can provide the service quality of real-time video viewing by users at each test point, and the customer perception system can analyze the real-time video service quality in the network 200 according to the real-time video service quality reported by each test point. The working parameter index of the device, which is used to indicate whether the corresponding device is working normally. For example, if the real-time video service quality reported by the probe deployed in the multi-screen analyzer 271 to the customer perception system is lower than a preset threshold, the customer perception system may consider that there is a problem with the original data stream; In 60% of the IPTV set-top boxes, the real-time video service quality of users reported by the probes deployed is lower than the preset threshold, and the customer perception system can think that the OLT 214 may be faulty; If the service quality of the real-time video viewing by the user reported by the probe deployed on the point to the customer perception system is lower than the preset threshold, the customer perception system can consider that there is a problem with the video source of the platform.

As shown in FIG. 3 , a schematic diagram of deployment positions of broadband user perception probes in a network 300 according to an embodiment of the present application is shown. Broadband user awareness probes may be deployed on devices in the network 300, such as user terminals and ONUs. The broadband user perception probe deployed at each test point can simulate the user's online behavior and provide the network quality of the test point. The working parameter indicator is used to indicate whether the corresponding device is working normally. For example, if the network quality reported by the probes deployed in 60% of the ONUs under the OLT 314 is lower than the preset threshold, the customer perception system may consider that the OLT 314 may be faulty

As shown in FIG. 4 , it is a schematic structural diagram of an implementation environment 400 of a method for perceiving abnormal service quality according to an embodiment of the present application. For the perception of group service quality abnormality, the implementation environment's service quality abnormality perception system includes a customer perception system 410 , a comprehensive monitoring system 420 , a resource management system 430 and a work order system 450 . The customer perception system 410 can receive the service quality of real-time video viewing by users reported by the IPTV video quality monitoring probe deployed at each test point, and can also receive the network quality reported by the broadband user perception probe deployed at each test point , after analyzing the faulty equipment, the alarm information of the faulty equipment can be sent to the comprehensive monitoring system 420, and the comprehensive monitoring system 420 judges whether to send the instruction information to the work order system 450 according to the alarm information of the faulty equipment, and the instruction information is used to indicate The work order system 450 distributes trouble tickets or awareness tickets. To distribute the trouble tickets or awareness tickets, the comprehensive monitoring system 420 can obtain user information of users connected to the faulty device through the resource management system 430, and add the user information to the interception pool.

For a single user reporting a fault through the call center, the system for perceiving abnormal service quality in the implementation environment further includes a customer service preprocessing system 440 . If a user reports a fault to the call center, the call center can check whether there is user information of the declared user in the interception pool. If there is user information of the declared user in the interception pool, the call center can report the equipment maintenance status to the declaring user. There is no user information of the declared user, the call center can obtain the parameter information of the user corresponding to the test point from the customer perception system 410 through the customer service preprocessing system 440, and the call center can adopt different processing methods according to the analysis results of the customer service preprocessing system 440, If there is a problem set by the user, the call center can help the user to repair the fault according to the analysis results of the customer service preprocessing system 440; if there is a problem with the equipment, the call center can issue a single user trouble ticket through the work order system 450, and can also use the customer service preprocessing system 440. The comprehensive monitoring system 420 reports fault information, and the comprehensive monitoring system 420 is configured to determine whether to distribute a group fault ticket through the work order system 450 according to the fault information reported by the customer service preprocessing system 440 . To distribute a group fault ticket, the comprehensive monitoring system 420 can obtain the user information of the user connected to the faulty device through the resource management system 430, and add the user information to the interception pool.

As shown in FIG. 5 , it is a schematic structural diagram of an implementation environment 500 of a method for perceiving abnormal service quality according to an embodiment of the present application. The customer perception system 501 can communicate with the IPTV box management platform 504 , the business system 505 and the resource management system 506 through the southbound interface. The IPTV box management platform 504 can provide the corresponding relationship between IPTV accounts and IPTV set-top box identifiers, the business system 505 can provide the corresponding relationship between IPTV accounts and broadband accounts, and the resource management system 506 can provide the corresponding relationship between broadband accounts and ONUs, and can also access the network at the ONU When the corresponding relationship between the ONU and the OLT is generated. The customer perception system 501 can communicate with the integrated monitoring system 502 and the customer service preprocessing system 503 through the northbound interface.

As shown in FIG. 6 , a flowchart of a method for perceiving abnormal service quality provided by an embodiment of the present application shows that the present application combines a customer perception system 410 , a comprehensive monitoring system 420 , a resource management system 430 , and a work order system 450 Complete the process of perceiving abnormal service quality, which is suitable for group fault reporting. The specific process can include:

Step 601: The customer awareness system acquires the topology relationship between devices in the network.

Optionally, the customer perception system may obtain the topology relationship between devices in the network 100 through the IPTV box management platform, the business system, the resource management system, the device-side link layer discovery protocol LLDP, and a preset algorithm.

Exemplarily, the customer perception system can obtain the correspondence between each IPTV account and each IPTV set-top box identification in the network 100 from the IPTV box management platform, and can obtain the correspondence between each broadband account and each IPTV account in the network 100 from the business system. The ONU 113 corresponding to the first broadband account in the network 100 and the OLT 114 connected to the ONU 113 in the network 100 can be obtained from the resource management system, and the BRAS 115 and SR 116 connected to the OLT 114 can be obtained through LLDP on the device side. The port address of CR117 connected to BRAS115 can be obtained by subtracting 1 from the address, thereby determining the connection relationship between BRAS115 and CR117. The port address of CR118 connected to SR116 can be obtained by subtracting 1 from the port IP address of SR116, thereby determining the connection relationship between SR116 and CR118 , the ONU 123 corresponding to the second broadband account in the network 100 and the OLT 124 connected to the ONU 123 in the network 100 can be obtained from the resource management system, and the access aggregation switch 125 connected to the OLT 124 can be obtained through LLDP on the device side, and can be obtained through LLDP on the device side The BRAS126 and SR127 connected to the access aggregation switch can obtain the port address of the CR128 connected to the BRAS126 by subtracting 1 from the port IP address of the BRAS126 to determine the connection relationship between the BRAS126 and the CR128. By subtracting 1 from the port IP address of the SR127 Obtain the port address of the CR129 connected to the SR127 to determine the connection between the SR127 and the CR129. Based on the above method, the customer perception system can obtain the topology relationship of the entire network.

Step 602: The client perception system acquires the first parameter of each test point in the network.

Optionally, the customer perception system may periodically acquire the first parameter of each test point in the network, where the first parameter is used to indicate the quality of service of the test point, and the quality of service includes network quality or real-time video viewing services by users. quality.

Step 603: The customer perception system acquires the second parameter of each device in the network according to the first parameter of each test point, and the second parameter is used to evaluate whether the corresponding device is faulty.

Optionally, the customer perception system can count the number of fifth users and the number of sixth users of each device according to the first parameter of each test point. The fifth users of the first device include online users who use the first device, and the first The sixth user of the device includes an online user whose first parameter is lower than the third preset threshold when using the first device.

Optionally, the customer perception system may determine the second parameter of each device according to the ratio of the number of sixth users of each device to the number of fifth users of each device.

Step 604: If the second parameter of the first device is greater than the first preset threshold, the customer perception system sends alarm information to the comprehensive monitoring system, where the alarm information includes the information of the first device.

Optionally, if the second parameter of the first device is greater than the first preset threshold (for example: 60%), the customer perception system may send alarm information to the comprehensive monitoring system, where the alarm information includes information of the first device.

Optionally, if the second parameter of the first device is greater than the first preset threshold (for example: 60%), and the first device has no corresponding unrepaired trouble ticket or unrepaired perception ticket, the customer perception system can Sending alarm information to the comprehensive monitoring system, where the alarm information includes first device information.

Optionally, the first device information may include an identifier of the first device, and the first device information may further include the time when the customer awareness system obtains the first parameter of each test point in the network.

Step 605: According to the alarm information sent by the customer perception system, the integrated monitoring system sends instruction information to the work order system.

Optionally, if the integrated monitoring system has received the first device information within the first preset time, and the first device information has no corresponding trouble ticket, the integrated monitoring system sends the first indication information to the work order system, The first indication information is used to instruct the work order system to generate a second trouble ticket for the first device.

Optionally, if the integrated monitoring system has not received the first device information within the first preset time, the integrated monitoring system sends second indication information to the work order system, where the second indication information is used to instruct the work order system. The single system generates a first perception ticket for the first device.

Exemplarily, the first preset time may be 2 hours.

Step 606, the integrated monitoring system obtains the trouble ticket number or the perception ticket number from the work order system.

Optionally, if the integrated monitoring system has received the first device information within the first preset time, and the first device information has no corresponding trouble ticket, the integrated monitoring system obtains the second trouble ticket number from the work order system .

Optionally, if the integrated monitoring system has not received the first device information within the first preset time, the integrated monitoring system obtains the first sensing order number from the work order system.

Step 607: According to the alarm information sent by the customer perception system, the comprehensive monitoring system sends query information to the resource management system.

Optionally, if the integrated monitoring system has received the first device information within the first preset time, and the first device information has no corresponding trouble ticket, the integrated monitoring system sends the second query information to the resource management system, The second query information is used to query second user information, where the second user includes online users and offline users who use the first device.

Optionally, if the integrated monitoring system has not received the first device information within the first preset time, the integrated monitoring system sends third query information to the resource management system, and the third query information is used to query the third user. information, the third users include online users and offline users who use the first device.

Step 608: The comprehensive monitoring system obtains user information from the resource management system.

Optionally, if the integrated monitoring system has received the first device information within the first preset time, and the first device information has no corresponding trouble ticket, the integrated monitoring system obtains the second user information from the resource management system, The second user includes online users and offline users using the first device, and the second user information may include an IPTV account of the second user or a broadband account of the second user.

Optionally, if the integrated monitoring system has not received the first device information within the first preset time, the integrated monitoring system obtains third user information from the resource management system, and the third user includes an online user who uses the first device. For users and offline users, the third user information may include the IPTV account of the third user or the broadband account of the third user.

Step 609: The integrated monitoring system sends the trouble ticket number or the perception ticket number to the customer perception system.

Optionally, if the integrated monitoring system has received the first device information within the first preset time, and the first device information has a corresponding first trouble ticket, the integrated monitoring system sends the first device information to the customer perception system. A trouble ticket number.

If the integrated monitoring system has received the first equipment information within the first preset time, and the first equipment information has no corresponding trouble ticket, the integrated monitoring system sends a second trouble ticket number to the customer perception system.

If the integrated monitoring system has not received the first device information within the first preset time, the integrated monitoring system sends the first perception order number to the customer perception system.

Step 610: The comprehensive monitoring system adds the user information to the interception pool.

Optionally, if the integrated monitoring system has received the first device information within the first preset time, and the first device information has no corresponding trouble ticket, the integrated monitoring system will add the second user information to the interception pool. .

Optionally, if the integrated monitoring system has not received the first device information within the first preset time, the integrated monitoring system adds the third user information to the interception pool.

It should be noted that steps 605-606 and steps 607-608 do not reflect the sequence, and steps 605-606 may be performed first, and then steps 607-608; or steps 607-608 may be performed first, and then steps 605-606; Steps 605-606 and steps 607-608 may also be performed simultaneously.

It should be noted that step 609 and step 610 do not reflect the sequence, and step 609 may be performed first, and then step 610; or step 610 may be performed first, and then step 609; or step 609 and step 610 may be performed simultaneously.

It should be noted that the interception pool can be used to inform the user of the cause of the failure and the handling of the failure in advance. Exemplarily, if the call center receives the user declaration information, the call center can inquire whether there is information about the declared user in the interception pool according to the user declaration information, and if there is user information of the declared user in the interception pool, the call center can report the failure to the declaring user. If there is no user information declared in the interception pool, the call center can generate a corresponding trouble ticket through the work order system.

It should be noted that, if the integrated monitoring system receives the trouble ticket statement information or perception order statement information returned by the work order system, that is, after the equipment corresponding to the trouble ticket or the perception order is repaired, the integrated monitoring system will The user information corresponding to the trouble ticket or the awareness ticket is removed from the interception pool. Exemplarily, if the first perception ticket is settled, the integrated monitoring system removes the third user information from the interception pool.

The embodiment of the present invention provides a method for perceiving abnormal service quality. The customer perception system acquires the first parameter of each test point in the network, and acquires the second parameter of each device in the network according to the first parameter. When it is greater than the first preset threshold, alarm information is sent to the integrated monitoring system, and the integrated monitoring system determines whether to generate a trouble ticket or a perception ticket according to the alarm information, and can timely detect and deal with equipment with abnormal service quality.

Further, as shown in Figure 7, if a single user declares a fault through the call center, the method for perceiving abnormal service quality further includes:

Step 711: The customer service preprocessing system sends first query information to the customer perception system, where the first query information is used to query the parameters of the first user, and the first user is a user who reports abnormal service quality to the customer service preprocessing system .

Optionally, the first user reports a fault through the call center, and the call center can query whether there is first user information in the interception pool. If there is first user information in the interception pool, the call center can feed back the fault information to the first user. There is no first user information in the pool, and the call center can send first query information to the customer perception system through the customer service preprocessing system, where the first query information is used to query the first user parameters, wherein the first user information may include the first user information. The IPTV account of the user or the broadband account of the first user, the first user parameters may include the purchased bandwidth of the first user, the used bandwidth of the first user, the received optical power of the ONU corresponding to the first user, and the like. The first user parameter may also include the bandwidth used by the neighbors of the first user, and the like.

Step 712: The customer perception system sends the first user parameter to the customer service preprocessing system.

Optionally, after the customer perception system sends the first user parameter to the customer service preprocessing system, the customer service preprocessing system may obtain a reference value of the first user parameter according to the first user parameter, and the reference value of the first user parameter is used to indicate the first user parameter. In the normal range of a user parameter, the call center can judge the user declaration status according to the first user parameter and the reference value of the first user parameter. The user declaration status includes user setting problems and equipment failure problems. Exemplarily, if the received optical power of the ONU in the first user parameter is -20dB, and the normal range of the received optical power of the ONU in the reference value of the first user parameter is less than -27dB, then the call center can judge the user's declared state. It's a device failure problem. If the call center judges that the user's declared status is a user setting problem, the call center can help the user to repair the fault according to the analysis results of the customer service preprocessing system; A single user trouble ticket can be dispatched through the work order system, and the call center can also send faulty equipment information to the integrated monitoring system through the customer service preprocessing system.

Step 713: The comprehensive monitoring system obtains the second device information from the customer service preprocessing system.

Step 714: The integrated monitoring system adds 1 to the report count corresponding to the second device.

Step 715: If the report count corresponding to the second device is greater than the second preset threshold within the second preset time, the integrated monitoring system sends third indication information to the work order system, where the third indication information is used to instruct the work order system. A single system generates a third trouble ticket for the second device.

Exemplarily, if the report count corresponding to the first OLT device is greater than 30 within 15 minutes, the integrated monitoring system may send indication information to the work order system, where the indication information is used to index the work order system to generate a trouble ticket for the first OLT device.

Step 716: The integrated monitoring system obtains the third trouble ticket number from the work order system.

Step 717: The comprehensive monitoring system sends fourth query information to the resource management system, where the fourth query information is used to query fourth user information, and the fourth user includes online users and offline users who use the second device.

Step 718: The comprehensive monitoring system obtains the fourth user information from the resource management system.

Step 719: The comprehensive monitoring system adds the fourth user information to the interception pool.

As shown in FIG. 8 , a customer perception system is provided in an embodiment of the present application. The customer perception system includes: an acquiring unit 801 , a sending unit 802 , and a receiving unit 803 .

The obtaining unit 801 is configured to obtain the first parameter of each test point in the network.

The obtaining unit 801 is further configured to obtain a second parameter of each device in the network according to the first parameter of each test point, where the second parameter is used to evaluate whether the corresponding device is faulty.

The sending unit 802 is configured to send alarm information to the integrated monitoring system if the second parameter of the first device is greater than the first preset threshold, where the alarm information includes the information of the first device.

The receiving unit 803 is configured to receive the trouble ticket number or the perception ticket number sent by the integrated monitoring system.

Further, the obtaining unit 801 is further configured to obtain the topology relationship between the devices in the network.

Further, the receiving unit 803 is specifically configured to: if the integrated monitoring system has received the first device information within the first preset time, and the first device information has a corresponding first trouble ticket, receive The first trouble ticket number sent by the integrated monitoring system; or, if the integrated monitoring system has received the first device information within the first preset time, and the first device information does not have a corresponding trouble ticket, receive the integrated monitoring system The second trouble ticket number sent by the monitoring system; or, if the integrated monitoring system has not received the first device information within the first preset time, the first perception ticket number sent by the integrated monitoring system is received.

Further, the receiving unit 803 is further configured to receive the first query information of the customer service preprocessing system, where the first query information is used to query the parameters of the first user, and the first user is reported to the customer service preprocessing system Users with abnormal service quality. The sending unit 802 is further configured to send the first user parameter to the customer service preprocessing system.

As shown in FIG. 9 , an integrated monitoring system provided by an embodiment of the present application includes: a receiving unit 901 and a processing unit 902 .

The receiving unit 901 is configured to receive alarm information from a customer perception system, where the alarm information includes first device information.

The processing unit 902 is configured to send the first device information to the customer perception system if the integrated monitoring system has received the first device information within the first preset time and the first device information has a corresponding first trouble ticket the first trouble ticket number; or, if the integrated monitoring system receives the first equipment information within the first preset time, and the first equipment information does not have a corresponding trouble ticket, send the first trouble ticket to the work order system Indication information, where the first indication information is used to instruct the work order system to generate a second trouble ticket for the first device; forward the second trouble order number sent by the work order system to the customer awareness system ; Or used to send second indication information to the work order system if the integrated monitoring system has not received the first device information within the first preset time, and the second indication information is used to indicate that the work order system is The first device generates a first perception ticket; and forwards the first perception ticket number sent by the work order system to the customer perception system.

Further, the processing unit 902 is further configured to obtain the first device information from the resource management system if the integrated monitoring system has received the first device information within the first preset time and the first device information has no corresponding trouble ticket. Second user information, the second user includes online users and offline users who use the first device, the integrated monitoring system adds the second user information to the interception pool; or, if the integrated monitoring system at the first preset time If the first device information has not been received, the third user information is obtained from the resource management system, the third user includes online users and offline users using the first device, and the third user information is added to the interception pool.

Further, as shown in FIG. 10 , the comprehensive monitoring system further includes an acquisition unit 903 and a calculation unit 904 .

The obtaining unit 903 is configured to obtain the second device information from the customer service preprocessing system.

The calculating unit 904 is used for adding 1 to the declaration count corresponding to the second device.

The processing unit 902 is further configured to send third indication information to the work order system if the declaration count corresponding to the second device is greater than the second preset threshold within the second preset time, where the third instruction information is used to indicate The ticket system generates a third ticket for the second device.

Further, the processing unit 902 is further configured to obtain fourth user information from the resource management system if the report count corresponding to the second device is greater than the second preset threshold within the second preset time, the fourth user includes the use of The online users and offline users of the second device add the fourth user information to the interception pool.

Embodiments of the present application further provide a client awareness system, including: at least one processor, and a memory, where the memory is used to store a computer program, so that the computer program supports the client awareness system when executed by the at least one processor The above-mentioned method for perceiving abnormal service quality is implemented.

An embodiment of the present application further provides a comprehensive monitoring system, including: at least one processor, and a memory, where the memory is used to store a computer program, so that the computer program supports the comprehensive monitoring system when executed by the at least one processor The above-mentioned method for perceiving abnormal service quality is implemented.

In the several embodiments provided in this application, it should be understood that the disclosed method and apparatus may be implemented in other manners. For example, the apparatus embodiments described above are only illustrative. For example, the division of the units is only a logical function division. In actual implementation, there may be other division methods. For example, multiple units or components may be combined or Can be integrated into another system, or some features can be ignored, or not implemented. On the other hand, the shown or discussed mutual coupling or direct coupling or communication connection may be through some interfaces, indirect coupling or communication connection of devices or units, and may be in electrical, mechanical or other forms.

The units described as separate components may or may not be physically separated, and components displayed as units may or may not be physical units, that is, may be located in one place, or may be distributed to multiple network units. Some or all of the units may be selected according to actual needs to achieve the purpose of the solution in this embodiment.

In addition, each functional unit in each embodiment of the present invention may be integrated into one processing unit, or each unit may be physically included individually, or two or more units may be integrated into one unit. The above-mentioned integrated unit may be implemented in the form of hardware, or may be implemented in the form of hardware plus software functional units.

The above-mentioned integrated units implemented in the form of software functional units can be stored in a computer-readable storage medium. The above-mentioned software functional unit is stored in a storage medium, and includes several instructions to cause a computer device (which may be a personal computer, a server, or a network device, etc.) to execute some steps of the methods described in the various embodiments of the present invention. The aforementioned storage medium includes: U disk, mobile hard disk, Read-Only Memory (ROM for short), Random Access Memory (RAM for short), magnetic disk or CD, etc. that can store program codes medium.

The above are only specific embodiments of the present invention, but the protection scope of the present invention is not limited thereto. Any person skilled in the art can easily think of changes or substitutions within the technical scope disclosed by the present invention. should be included within the protection scope of the present invention. Therefore, the protection scope of the present invention should be based on the protection scope of the claims.

Claims (19)

1. A method for sensing abnormal service quality is applied to a customer sensing system, and is characterized in that the method comprises the following steps:

acquiring a first parameter of each test point in a network;

acquiring a second parameter of each device in the network according to the first parameter of each test point, wherein the second parameter is used for evaluating whether the corresponding device has a fault;

if the second parameter of the first device is larger than a first preset threshold value, sending alarm information to a comprehensive monitoring system, wherein the alarm information comprises first device information;

and receiving a fault single number or a perception single number sent by the comprehensive monitoring system.

2. The method for sensing qos anomaly according to claim 1, wherein before obtaining the first parameter of each test point, the method further comprises:

and acquiring the topological relation among the devices in the network.

3. The method for sensing abnormal quality of service according to claim 1 or 2, wherein the receiving the fault ticket number or the sensing ticket number sent by the integrated monitoring system comprises:

if the integrated monitoring system receives the first equipment information within a first preset time and the first equipment information has a corresponding first fault list, receiving the first fault list number sent by the integrated monitoring system; or,

if the integrated monitoring system receives the first equipment information within a first preset time and the first equipment information does not have a corresponding fault list, receiving a second fault list number sent by the integrated monitoring system; or,

and if the integrated monitoring system does not receive the first equipment information within a first preset time, receiving a first sensing order number sent by the integrated monitoring system.

4. A method for sensing quality of service anomalies according to any one of claims 1-3, characterized in that the method further comprises:

receiving first query information of a customer service preprocessing system, wherein the first query information is used for querying a first user parameter, and the first user is a user reporting abnormal service quality to the customer service preprocessing system;

and sending the first user parameter to the customer service preprocessing system.

5. A perception method of abnormal service quality is applied to a comprehensive monitoring system, and is characterized in that the method comprises the following steps:

receiving alert information from a customer perception system, the alert information including first device information;

if the comprehensive monitoring system receives the first equipment information within a first preset time and the first equipment information has a corresponding first fault list, sending the first fault list number to the client sensing system; or,

if the comprehensive monitoring system receives the first equipment information within a first preset time and the first equipment information does not have a corresponding fault list, sending first indication information to a work order system, wherein the first indication information is used for indicating the work order system to generate a second fault list for the first equipment; forwarding the second fault order number sent by the work order system to the customer perception system; or,

if the comprehensive monitoring system does not receive the first equipment information within a first preset time, sending second indication information to a work order system, wherein the second indication information is used for indicating the work order system to generate a first notice form for the first equipment; and forwarding the first perception sheet number sent by the work order system to the customer perception system.

6. The method of claim 5, wherein the method further comprises:

if the comprehensive monitoring system receives the first equipment information within a first preset time and the first equipment information does not have a corresponding fault list, acquiring second user information from a resource management system, wherein the second user information comprises an online user and a non-online user using the first equipment, and adding the second user information into an interception pool; or,

and if the comprehensive monitoring system does not receive the first equipment information within a first preset time, acquiring third user information from the resource management system, wherein the third user information comprises an online user and an offline user using the first equipment, and adding the third user information into an interception pool.

7. The method for sensing quality of service anomaly according to claim 5 or 6, wherein the method further comprises:

acquiring second equipment information from the customer service preprocessing system;

adding 1 to the reporting count corresponding to the second device;

and if the reporting count corresponding to the second equipment is greater than a second preset threshold value within a second preset time, sending third indication information to the work order system, wherein the third indication information is used for indicating the work order system to generate a third fault order for the second equipment.

8. The method of claim 7, wherein the method further comprises:

and if the declaration count corresponding to the second equipment is greater than a second preset threshold value within a second preset time, acquiring fourth user information from the resource management system, wherein the fourth user information comprises online users and non-online users using the second equipment, and adding the fourth user information into an interception pool.

9. A customer awareness system, wherein said customer awareness system comprises: an acquisition unit, a transmission unit and a reception unit;

the acquisition unit is used for acquiring a first parameter of each test point in the network;

the obtaining unit is further configured to obtain a second parameter of each device in the network according to the first parameter of each test point, where the second parameter is used to evaluate whether the corresponding device fails;

the sending unit is used for sending alarm information to the comprehensive monitoring system if the second parameter of the first device is larger than a first preset threshold value, wherein the alarm information comprises first device information;

and the receiving unit is used for receiving the fault single number or the perception single number sent by the comprehensive monitoring system.

10. The customer perception system according to claim 9, wherein the obtaining unit is further configured to: and acquiring the topological relation among the devices in the network.

11. The customer perception system according to claim 9 or 10, wherein the receiving unit is specifically configured to:

if the integrated monitoring system receives the first equipment information within a first preset time and the first equipment information has a corresponding first fault list, receiving the first fault list number sent by the integrated monitoring system; or,

if the integrated monitoring system receives the first equipment information within a first preset time and the first equipment information does not have a corresponding fault list, receiving a second fault list number sent by the integrated monitoring system; or,

and if the integrated monitoring system does not receive the first equipment information within a first preset time, receiving a first sensing order number sent by the integrated monitoring system.

12. Customer perception system according to any of the claims 9-11, characterized in that

The receiving unit is further configured to receive first query information of the customer service preprocessing system, where the first query information is used to query a first user parameter, and the first user is a user reporting that the service quality is abnormal to the customer service preprocessing system;

the sending unit is further configured to send the first user parameter to the customer service preprocessing system.

13. An integrated monitoring system, comprising: a receiving unit and a processing unit;

the receiving unit is used for receiving alarm information from a customer perception system, and the alarm information comprises first equipment information;

the processing unit is used for sending a first fault list number to the client perception system if the comprehensive monitoring system receives the first equipment information within a first preset time and the first equipment information has a corresponding first fault list; or,

the comprehensive monitoring system is used for sending first indication information to a work order system if the comprehensive monitoring system receives the first equipment information within a first preset time and the first equipment information does not have a corresponding fault order, wherein the first indication information is used for indicating the work order system to generate a second fault order for the first equipment; forwarding the second fault order number sent by the work order system to the customer perception system; or,

the comprehensive monitoring system is used for sending second indication information to a work order system if the comprehensive monitoring system does not receive the first equipment information within a first preset time, wherein the second indication information is used for indicating the work order system to generate a first notice form for the first equipment; and forwarding the first perception sheet number sent by the work order system to the customer perception system.

14. The integrated monitoring system of claim 13, wherein the processing unit is further configured to:

if the comprehensive monitoring system receives the first equipment information within a first preset time and the first equipment information has no corresponding fault list, acquiring second user information from a resource management system, wherein the second user comprises an online user and a non-online user using the first equipment, and the comprehensive monitoring system adds the second user information into an interception pool; or,

and if the comprehensive monitoring system does not receive the first equipment information within a first preset time, acquiring third user information from the resource management system, wherein the third user information comprises an online user and an offline user using the first equipment, and adding the third user information into an interception pool.

15. The integrated monitoring system according to claim 13 or 14, further comprising: an acquisition unit and a calculation unit;

the acquisition unit is used for acquiring second equipment information from the customer service preprocessing system;

the computing unit is used for adding 1 to the reporting count corresponding to the second device;

the processing unit is further configured to send third indication information to the work order system if the reporting count corresponding to the second device is greater than a second preset threshold within a second preset time, where the third indication information is used to indicate the work order system to generate a third fault order for the second device.

16. The integrated monitoring system of claim 15, wherein the processing unit is further configured to:

and if the declaration count corresponding to the second equipment is greater than a second preset threshold value within a second preset time, acquiring fourth user information from the resource management system, wherein the fourth user information comprises online users and non-online users using the second equipment, and adding the fourth user information into an interception pool.

17. A customer perception system comprising: at least one processor, and a memory, wherein,

the memory is for storing a computer program such that the computer program, when executed by the at least one processor, implements the method of awareness of quality of service anomalies as claimed in any one of claims 1-4.

18. An integrated monitoring system comprising: at least one processor, and a memory, wherein,

the memory is for storing a computer program such that the computer program, when executed by the at least one processor, implements the method of awareness of quality of service anomalies as claimed in any one of claims 5-8.

19. A computer storage medium having stored thereon a computer program, characterized in that the program, when being executed by a processor, implements the method of awareness of a quality of service anomaly according to any one of claims 1-4, or the method of awareness of a quality of service anomaly according to any one of claims 5-8.