CN103369044A - Mobile terminal user network perception diagnosis and treatment method based on cloud knowledge base - Google Patents

Abstract

The invention discloses a mobile terminal user network perception diagnosis and treatment method based on a cloud knowledge base. Client software which operates on a mobile terminal and has the capability of collecting necessary operation parameters needed by relevant network parameters, service indexes and mobile terminals is used for dynamically maintaining a mechanism in a client; a reasonable threshold value and a time protection interval are set for all kinds of collected information according to facts affecting user network experience perception; when a certain kind of faults appears, diagnoses are started and are interacted with a built knowledge base to acquire one or more feasible solutions for finishing fault diagnoses, with regard to faults out of the knowledge base, fault diagnoses are finished through professional intervention. According to the method, the timeliness and the accuracy of fault diagnoses are improved and the purposes of improving fault diagnosis efficiency and mobile terminal user network perception are finally achieved.

Description

A kind of mobile phone users network aware diagnoses and treatment based on the cloud knowledge base

Technical field

The present invention relates to a kind of diagnoses and treatment and realization of the mobile phone users network aware based on the cloud knowledge base.Specifically, the present invention relates to set up in advance feasible restriction user network and experience the knowledge base of perception dependent failure solution and in client each is gathered item necessary threshold value and diagnosis starting protection time are set, by to portable terminal network parameter under idle and professional two kinds of forms in network; Ye Wuzhibiao ﹠amp; The collection of the operational factor of portable terminal necessity, the refinement that starts fault diagnosis and treatment, fault item characteristic, one or more feasible solution retrievals, client are finished fault clearance according to solution, namely by gathering, start diagnosis and treatment, analysis, determine fault cause, provide one or more feasible solutions, finish fault clearance.Thereby improved promptness and the accuracy of fault diagnosis and treatment, finally reached the purpose that improves fault diagnosis and treatment efficient and mobile terminal network perception prompting.

Background technology

Along with develop rapidly, the particularly appearance of 4G network of intelligent movable mobile phone market occupation rate rapid growth, mobile communication network technology, traditional PC business is migrated the development trend that is inevitable to smart mobile phone.

The professional variation of smart mobile phone, particularly the demand of mobile data network business sharply increased, for Mobile Network Operator, how to keep and constantly promote user network experience perception and will determine in the future for a long period of time that can operator keep old user and the new user's of development emphasis factors.

Because it all is the factor of restriction mobile phone users perception that intelligent terminal differentiation, data service diversity, mobile network build that various aspects of performance that the increasing of interference that increase in density brings or network optimization difficulty and backbone network and server bring because of access pressure descends, and traditional problem that when problem occurs the user, really really need to solve according to firsthand material solution user of can't accomplishing based on network O﹠M methods such as network element KPI, DT, CQT.

In sum, this patent has been announced a kind of like this method, and it takes full advantage of, and the mobile intelligent terminal system increases income, the overwhelming majority affects the advantages such as the known property of restraining factors of user awareness, and is more convenient, more timely, solve the user network perception problems more intelligently:

L uses client to gather mobile intelligent terminal correlation behavior data;

L sets up and comprises that terminal fault case and solution, network parameter fault case and solution, network operation fault and solution, network index fault case and solution are in the large server knowledge base of one;

L utilizes client and knowledge server storehouse to ask for alternately a kind of or reaches several issue-resolutions;

L allows professional fault of mobile phone or mobile network's fault troubleshooting personnel to participate in dealing with problems;

The solution that the l client is automatic or the user benefits from Completion problem.

By above method, can help mobile phone users to improve greatly the mobile network on the one hand and experience perception, the social value of larger more direct economic benefit and enterprise image is arranged for Mobile Network Operator simultaneously.

Summary of the invention

The technical problem to be solved in the present invention is, utilize the feasible restriction user network of setting up in advance to experience the solution knowledge base of perception dependent failure, utilization arranges threshold value and diagnosis interval start-up time to the client acquisition parameter, when the factor that restricts the sense of user's body occurs or is about to abnormal, utilize knowledge base fuzzy recognition technology means to obtain one or several feasible solutions, and by client automatically or the user participate in finishing the solution of fault, thereby reach the purpose that improves fault diagnosis and treatment efficient.

The present invention adopts following technical scheme for achieving the above object:

A kind of mobile phone users network aware diagnoses and treatment based on the cloud knowledge base, it may further comprise the steps:

A) by customization or alternate manner are installed a client software at portable terminal in advance;

B) when portable terminal powers on or starts shooting, preassembled client-side program moves automatically;

C) client software judges whether portable terminal is equipped with SIM card, does not have the SIM card client software to quit work; There is the SIM card client software to send registration request to terminal management server, comprises portable terminal static configuration information and client dynamic configuration information in this request;

D) terminal management server response request, in this response, the client dynamic configuration information comparison result that the client dynamic configuration information that reports when depending on the client software registration and server side are up-to-date, when if comparison result has a certain item or multinomial information to change, comprise the details of the required more new portion of client-side program dynamic configuration information; Otherwise response ACK represents the client software server and receives request and need not to upgrade the client-side program profile information;

E) depend on the terminal management server response contents, when needed, client is upgraded relevant configuration information, otherwise directly enters operating state;

F) client software periodically gathers the operational factor of portable terminal network of relation parameter, operational indicator and portable terminal necessity under idle and service condition, and generates black box according to the rule that sets in advance; When the operational factor of a certain or multinomial network parameter, index, portable terminal necessity is lower than threshold value, start unusual the tracking, then do not start diagnosis and treatment mechanism overtime rear a recovery unusually yet of Time Guard Interval T, otherwise cancel this secondary tracking;

G) client software is asked to webserver diagnosis with the black box in need diagnosis and treatment project and the front certain hour section of stamp fault time, startup Fault Identification algorithm calculated fault geographical position, fault cause after the webserver was received the diagnosis request, and initiated solution with this fault geographical position, fault cause to webserver cloud knowledge base subsystem and ask for request;

H) after cloud knowledge base subsystem receives that solution is asked for request, adopt the fuzzy recognition algorithm Rapid matching to obtain one or more solutions, mark simultaneously confidence level and the descending of every kind of solution according to relative coefficient size in the fuzzy diagnosis process, and confidence level is delivered the webserver greater than one or more solutions of setting thresholding;

I) after the webserver receives one or more solutions, do not need manually to join preferential, with a high credibility priority principle with solution and choose first three solution that satisfies condition and reset handling process priority, hand to push server and be pushed to client software;

J) when the confidence level of cloud knowledge base solution recognition failures or solution all is lower than the setting thresholding, turn by artificial treatment, approaches pushes to client via push server after the artificial treatment;

K) client software is carried out solution until problem solves successively according to priority after receiving solution, and client software was informed the webserver after problem solved; When solution is finished rear problem still can't solve the time, client software is informed the webserver, and the webserver is delivered artificial treatment, follow-up execution in step j.

Require for the relevant information collection:

A) described network is 2G, 3G or 4G mobile communications network;

B) described portable terminal static configuration information is terminal brand, terminal models, IMEI, IMSI, OS Type, operating system version number, firmware version etc.;

C) described client-side program configuration information be that client release number, client provide that channel sign, client are provided server ip address corresponding to channel sign, started the server address of Diagnostic Time protection interval T, network parameter threshold value, network index threshold value, dynamic data sampling period T1, data upload cycle T 2, network test function or domain name, data upload server address or domain name, ping testing server address, advertisement URL address;

D) described geographical position longitude and latitude is for to obtain or to calculate by base station positioning method by GPS;

E) described network parameter is current mobile terminal longitude and latitude of living in, current bearer network type, current access network type, data network access points type, serving BS base station number value, Serving cell LAC value, Serving cell cell id value, Serving cell received signal strength value, carrier/interface ratio value, adjacent cell LAC value, adjacent cell cell id value, adjacent cell received signal strength value etc.;

F) described operational indicator be that off-grid, Idle state 23G gravity treatment, speech business 23G switching, data service 23G gravity treatment, speech business call drop, data service go offline, data service uploading rate, data service downloading rate, data service packet loss, data service delay, the up throughput of data service, the descending throughput of data service;

G) the terminal operating parameter of described necessity is that CPU usage, memory usage, background program tabulation, the background program network bandwidth take size, terminal network configuration information;

Require for the diagnosis and treatment thinking:

Client software inside arranges rational threshold value and starts diagnosis protection interval T terminal system operating index, network parameter variation, network index respectively; and every threshold value and startup diagnosis guard time interval T are adjustable; when being lower than threshold value, a certain or multinomial sampled value start diagnosis; start diagnosis mechanism unusually still can't recover the time and obtain alternately one or several solutions with the cloud knowledge base afterwards when the protection interval T is overtime, the automatic Completion problem of client solves or the user cooperates manually and deals with problems.

Require for the knowledge server storehouse:

A) described cloud knowledge base is for comprising static knowledge base, dynamic knowledge storehouse two classes;

B) described static knowledge base is the feature of terminal operating fault, phenomenon, the terminal system internal operation error code when if one or several solutions need to and may obtain, system time is undesired to arrange wrong feature with terminal network, phenomenon, one or several solutions;

C) described dynamic knowledge storehouse is the software/hardware fault that exists in the local operator real network O﹠M process, and network matter is poor, and the relevant known problem such as covering problem forms and can edit, and revises the bore clauses and subclauses of deletion;

For requiring on the fault diagnoses and treatment flow:

A) server gives unique identification and hangs up this diagnosis process this diagnosis process after one or several solutions of client push;

B) client is received after one or more solutions according to handling process priority from high to low, when if possible need not the client and manually participating in optimizing, client is processed prompting and the customer satisfaction survey that successfully presents the relevant treatment success at client end interface automatically, client is automatically processed not success and is presented " successfully not processing; submitted to network aware optimization expert; will inform you by SMS/phone " at client end interface, when if possible containing the client and manually participating in optimizing, if when needing, client at first presents the not successful process of automatic processing at client end interface, manually participate in processing according to certain flow leading client simultaneously, process the prompting and the customer satisfaction survey that successfully present the relevant treatment success at client end interface, processing not, success presents at client end interface " successfully not processing; submitted to network aware optimization expert, will inform you by SMS/phone ";

C) client is finished processing, if processed successfully, feedback server is successfully processed relevant prompting, satisfaction investigation and which kind of solution of use successfully to be processed, and server finishes this diagnosis process; If process unsuccessfully, feedback server is not successfully processed relevant prompting, and server is forwarded in the lump the backstage with problem initial data, the origin cause of formation, used solution and carries out artificial treatment;

D) carrying out solution that suspension time T provides problem initial data, the origin cause of formation, server after overtime when server diagnosis is forwarded in the lump the backstage and carries out artificial treatment.

E) push to client software or phone contact mobile phone users by push server after the artificial treatment, client is execution in step b, c successively, until fault solves;

The inventive method utilization operates in the client software on the customer mobile terminal, Real-time Collection network of relation parameter, network index and necessary terminal operating parameter and dependent failure start threshold value, fault is followed the tracks of the interval of events comparison and determined fault, utilize simultaneously the knowledge server storehouse that pre-defines, process efficiently network and the terminal fault that affects user awareness in conjunction with the fuzzy recognition technology means.Thereby improved promptness and the accuracy of fault diagnosis and treatment, finally reached the purpose that improves fault diagnosis and treatment efficient and the lifting of mobile phone users network aware.

Description of drawings

Fig. 1 is schematic flow sheet of the present invention.

Embodiment

The technical problem that will solve of the present invention is; utilize to have operated in and possess the network of relation parameter on the portable terminal; operational indicator; and the client software of the operational factor acquisition capacity of portable terminal necessity; in the such mechanism of client Dynamic Maintenance; according to the fact that affects user network experience perception the various information that gathers is arranged rational threshold value and Time Guard Interval; when occurring, certain class fault starts diagnosis; obtain alternately one or several feasible solutions with the knowledge base that has established and finish the fault diagnosis and treatment, adopt the professional to intervene to the fault that exceeds knowledge base simultaneously and finish the fault diagnosis and treatment.

In a kind of case study on implementation, the present invention includes a kind of like this diagnoses and treatment of the mobile phone users perception based on the cloud knowledge base, realize improving the purpose that fault diagnosis and treatment efficient, mobile phone users network aware promote.Groundwork flow process of the present invention following (referring to Fig. 1):

When the v portable terminal powered on or starts shooting, preassembled client-side program moved automatically;

V depends on whether portable terminal has SIM card, if there is not the SIM card client to quit work; If there is the SIM card client to send registration request to terminal management server;

V depends on the terminal management server response, and when needed, client is upgraded relevant configuration information, otherwise directly enters operating state;

The operational factor of v client Real-time Collection portable terminal network of relation parameter, operational indicator and portable terminal necessity under idle and service condition, and according to the rule generation black box that sets in advance, client terminal start-up is followed the tracks of when the operational factor of a certain item or multinomial network parameter/index/portable terminal necessity is lower than threshold value, and continues to follow the tracks of in a Time Guard Interval T;

V when needed, client will fault value, the black box of stamp fault time in for the previous period initiated the failure diagnosis request to the webserver in the lump.

V when needed, webserver resolve fault request msg calculates fault geographical position, fault cause, and initiates the solution retrieval to the knowledge server storehouse;

V is if possible the time, the knowledge server storehouse is used fuzzy diagnosis and is obtained one or more solutions, and calculate confidence level according to fault cause and feed back to the webserver, the webserver according to solution not preferential, the with a high credibility priority principle of the artificial ginseng of needs choose first three solution that satisfies condition and reset handling process priority, be pushed to client software by push server;

The v client is received after one or more solutions according to handling process priority from high to low, when if possible need not the client and manually participating in optimizing, client is processed prompting and the customer satisfaction survey that successfully presents the relevant treatment success at client end interface automatically, client is automatically processed not success and is presented " successfully not processing; submitted to network aware optimization expert; will inform you by SMS/phone " at client end interface, when if possible containing the client and manually participating in optimizing, if when needing, client at first presents the not successful process of automatic processing at client end interface, manually participate in processing according to certain flow leading client simultaneously, process the prompting and the customer satisfaction survey that successfully present the relevant treatment success at client end interface, processing not, success presents at client end interface " successfully not processing; submitted to network aware optimization expert, will inform you by SMS/phone ";

The v client is finished processing, if processed successfully, feedback server is successfully processed relevant prompting, satisfaction investigation and which kind of solution of use successfully to be processed, and server finishes this diagnosis process; If process unsuccessfully, feedback server is not successfully processed relevant prompting, and server is forwarded in the lump the backstage with problem initial data, the origin cause of formation, used solution and carries out artificial treatment;

V carries out solution that suspension time T provides problem initial data, the origin cause of formation, server after overtime when server diagnosis and is forwarded in the lump the backstage and carries out artificial treatment;

Push to client software or phone contact mobile phone users by push server after the v artificial treatment is finished, carry out successively above-mentioned 3 flow processs after client is received, until fault solves;

Person skilled such as this area will appreciate that innovation concept of the present invention can make amendment and change in broad field of application, therefore, claimed technical scheme scope is not subjected to the restriction of given any particular exemplary.

As mentioned above, under the prerequisite that does not depart from above-mentioned innovation concept, the present invention can implement in the mode of various variations.For example, the interpolation of the variation of the front and back of various data structure critical fielies orders, non-core field or delete etc.

Claims (5)

1. the mobile phone users network aware diagnoses and treatment based on the cloud knowledge base comprises the steps:

A) by customization or alternate manner are installed a client software at portable terminal in advance;

B) when portable terminal powers on or starts shooting, preassembled client-side program moves automatically;

C) client software judges whether portable terminal is equipped with SIM card, does not have the SIM card client software to quit work; There is the SIM card client software to send registration request to terminal management server, comprises portable terminal static configuration information and client dynamic configuration information in this request;

D) terminal management server response request, in this response, the client dynamic configuration information comparison result that the client dynamic configuration information that reports when depending on the client software registration and server side are up-to-date, when if comparison result has a certain item or multinomial information to change, comprise the details of the required more new portion of client-side program dynamic configuration information; Otherwise response ACK represents the client software server and receives request and need not to upgrade the client-side program profile information;

E) depend on the terminal management server response contents, when needed, client is upgraded the client-side program configuration information, otherwise directly enters operating state;

F) client software periodically gathers the operational factor of portable terminal network of relation parameter, operational indicator and portable terminal necessity under idle and service condition, generates black box; When the operational factor of a certain item or multinomial network parameter, index and portable terminal necessity is lower than threshold value, start unusual the tracking, then do not start diagnosis and treatment mechanism overtime rear a recovery unusually yet of Time Guard Interval T, otherwise cancel this secondary tracking;

G) client software with need diagnosis and treatment project and fault before black box in the certain hour section send the diagnosis request to the webserver, the webserver calculates fault geographical position, fault cause after receiving the diagnosis request, and initiates solution with this fault geographical position, fault cause to webserver cloud knowledge base subsystem and ask for request;

H) after cloud knowledge base subsystem receives that solution is asked for request, adopt the fuzzy recognition algorithm Rapid matching to obtain one or more solutions, mark simultaneously confidence level and the descending of every kind of solution according to relative coefficient size in the fuzzy diagnosis process, and confidence level is delivered the webserver greater than one or more solutions of setting thresholding;

I) after the webserver receives one or more solutions, do not need manually to participate in preferential, with a high credibility priority principle with solution and choose first three solution that satisfies condition and reset handling process priority, hand to push server and be pushed to client software;

J) when the confidence level of cloud knowledge base solution recognition failures or solution all is lower than the setting thresholding, turn by artificial treatment, after the artificial treatment approaches is pushed to client via push server;

K) client software is carried out solution until problem solves successively according to priority after receiving solution, and client software was informed the webserver after problem solved; When solution is finished rear problem still can't solve the time, client software is informed the webserver, and the webserver is delivered artificial treatment, follow-up execution in step j.

2. the mobile phone users network aware diagnoses and treatment based on the cloud knowledge base according to claim 1 is characterized in that:

A) described network is 2G, 3G or 4G mobile communications network;

B) described portable terminal static configuration information comprises terminal brand, terminal models, IMEI, IMSI, OS Type, operating system version number, firmware version;

C) described client-side program dynamic configuration information comprise that client release number, client provide that channel sign, client are provided server ip address corresponding to channel sign, started the server address of Diagnostic Time protection interval T, network parameter threshold value, network index threshold value, dynamic data sampling period T1, data upload cycle T 2, network test function or domain name, data upload server address or domain name, ping testing server address, advertisement URL address;

D) described geographical position is for to obtain or to calculate by base station positioning method by GPS;

E) described network parameter comprises current mobile terminal longitude and latitude of living in, current bearer network type, current access network type, data network access points type, serving BS base station number value, Serving cell LAC value, Serving cell cell id value, Serving cell received signal strength value, carrier/interface ratio value, adjacent cell LAC value, adjacent cell cell id value, adjacent cell received signal strength value;

F) described operational indicator comprise off-grid, Idle state 2G 3G gravity treatment, speech business 2G 3G switch, data service 2G 3G gravity treatment, speech business call drop, data service go offline, data service uploading rate, data service downloading rate, data service packet loss, data service delay, the up throughput of data service, the descending throughput of data service;

G) the terminal operating parameter of described necessity comprises that CPU usage, memory usage, background program tabulation, the background program network bandwidth take size, terminal network configuration information.

3. the mobile phone users network aware diagnoses and treatment based on the cloud knowledge base according to claim 1 and 2 is characterized in that:

Described client software inside arranges rational threshold value and starts diagnosis protection interval T terminal system operating index, network parameter variation, network index respectively; and every threshold value and startup diagnosis guard time interval T are adjustable; when being lower than threshold value, a certain or multinomial sampled value start diagnosis; start diagnosis mechanism unusually still can't recover the time and obtain alternately solution with the cloud knowledge base afterwards when the protection interval T is overtime, the automatic Completion problem of client solves or the user cooperates manually and deals with problems.

4. it is characterized in that according to claim 1 or 3 described mobile phone users network aware diagnoses and treatments based on the cloud knowledge base:

A) described cloud knowledge base is for comprising static knowledge base, dynamic knowledge storehouse two classes;

B) described static knowledge base comprises feature, the phenomenon of terminal operating fault, one or several solutions, if the terminal system internal operation error code in the time of need to and may obtaining, system time is undesired to arrange wrong feature, phenomenon, one or several solutions with terminal network;

E) described dynamic knowledge storehouse comprises the software/hardware fault that exists in the local operator real network O﹠M process, and network matter is poor, and the relevant known problem of covering problem forms and can edit, and revises the bore clauses and subclauses of deletion.

5. according to claim 1,2 or 3 described mobile phone users network aware diagnoses and treatments based on the cloud knowledge base, it is characterized in that:

A) server gives unique identification and hangs up this diagnosis process this diagnosis process after one or several solutions of client push;

B) client is received after one or more solutions according to handling process priority from high to low, when if possible need not the client and manually participating in optimizing, client is processed prompting and the customer satisfaction survey that successfully presents the relevant treatment success at client end interface automatically, client is automatically processed not success and is presented " successfully not processing; submitted to network aware optimization expert; will inform you by SMS/phone " at client end interface, when if possible containing the client and manually participating in optimizing, if when needing, client at first presents the not successful process of automatic processing at client end interface, manually participate in processing according to the flow leading client simultaneously, process the prompting and the customer satisfaction survey that successfully present the relevant treatment success at client end interface, processing not, success presents at client end interface " successfully not processing; submitted to network aware optimization expert, will inform you by SMS/phone ";

C) client is finished processing, if processed successfully, feedback server is successfully processed relevant prompting, satisfaction investigation and which kind of solution of use successfully to be processed, and server finishes this diagnosis process; If process unsuccessfully, feedback server is not successfully processed relevant prompting, and server is forwarded in the lump the backstage with problem initial data, the origin cause of formation, used solution and carries out artificial treatment;

D) carrying out solution that suspension time T provides problem initial data, the origin cause of formation, server after overtime when server diagnosis is forwarded in the lump the backstage and carries out artificial treatment;

E) successively execution in step b and c after the artificial treatment.

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