CN102469483B - Method and system for processing service acceptance exception, and related devices - Google Patents
Method and system for processing service acceptance exception, and related devices Download PDFInfo
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- CN102469483B CN102469483B CN201010543304.4A CN201010543304A CN102469483B CN 102469483 B CN102469483 B CN 102469483B CN 201010543304 A CN201010543304 A CN 201010543304A CN 102469483 B CN102469483 B CN 102469483B
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Abstract
The invention discloses a method and a system for processing a service acceptance exception, and related devices, which are used for solving the problem of low exception processing efficiency in the conventional service support system. The method for processing the service acceptance exception is characterized by comprising the following steps that: a foreground terminal monitors whether the service acceptance exception is generated or not and acquires exception information when the service acceptance exception is generated; the foreground terminal sends an exception report message to a background server, wherein the exception report message comprises the acquired exception information; and the foreground terminal receives an exception analysis result which is correspondingly fed back by the background server according to the exception report message and displays the exception analysis result.
Description
Technical field
The present invention relates to computer and communication technical field, particularly relate to a kind of processing method of service handling exception, the treatment system of service handling exception, a kind of front station terminal and a kind of background server.
Background technology
The business support system of Mobile Communication Service operator comprises the front station terminal and background server that are distributed in site, each business hall.Shop assistant utilizes front station terminal to provide service handling, accept the services such as status poll for user.In service handling process, shop assistant and user is usually needed to carry out repeatedly mutual, front station terminal and background server carries out repeatedly interacting message, backstage performs repeatedly multiple steps such as the operation of access database and just can complete.Such as, business A accepts the page as shown in fig. la, comprises service handling page A01 and service handling page A02.The accepting step of business A is as shown in figure ib:
Step 101, shop assistant inquires user's elemental user data information, the information such as such as user ID, address name, ID card No., address, and above-mentioned information is inputted in the service handling page A01 of front station terminal, and click-to-call service accepts the Next button on page A01, jump to service handling page A02;
Step 102, because business A depends on business B, namely user activated the service B basis on just to activate the service A, then now want inquiring user service fulfillment situation before this, therefore shop assistant clicks " service inquiry " button in service handling page A02, sends the service inquiry request carrying user ID to background server;
Step 103, background server is according to the service inquiry request received, and Query Database DB 1 obtains the mark activated the service corresponding to described user ID, the mark of such as business B and the mark of business X;
Step 104, the mark (mark of business B and the mark of business X) activated the service found is sent to front station terminal by background server;
Step 105, foreground terminal judges goes out because user has opened business B, and therefore allow application to activate the service A, " confirmation " button now in service handling page A02 changes state of activation into from unactivated state;
Step 106, shop assistant and user confirm that this user needs to activate the service after A really, and click-to-call service accepts " confirmation " button in page A02;
Step 107, front station terminal backward station server sends service handling notification message, and this notification message comprises the mark of user ID and business A;
Step 108, background server carries out data interaction to relevant database or application server, the acceptance procedure of finishing service A.
Service handling flow process shown in accompanying drawing 1b is a simple example, practical business acceptance procedure often comprises more step, the telephone expenses of such as inquiring user pay situation, the record of server amendment user in data with existing storehouse etc., as long as the step that has wherein occurs extremely all causing service handling failure.It is abnormal that many reasons such as page wait time time-out, the communication linkage open circuit between front station terminal and background server, the communication linkage open circuit between background server and database all likely cause service handling step to occur.
At present, the counter-measure taked when occurring abnormal in service handling process is: when shop assistant notes abnormalities, abnormal correlation circumstance is reported, such as the abnormal time, abnormal description etc. occurred by the network management platform superior administrative department of phone or operator inside.The situation that upper management department reports according to shop assistant is analyzed, if can not solve, again reports the administrative department of more upper level.The non-conformance description that different shop assistant reports there are differences, and depends on personal experience and the professional knowledge of shop assistant.And above-mentioned counter-measure often occurs reporting not in time when performing, the problem that abnormality processing efficiency is lower.
Summary of the invention
The embodiment of the present invention provides a kind of processing method of service handling exception, in order to solve the problem that in existing business support system, abnormality processing efficiency is lower.
Accordingly, the embodiment of the present invention additionally provides a kind for the treatment of system of service handling exception, a kind of front station terminal and a kind of background server.
The technical scheme that the embodiment of the present invention provides is as follows:
A processing method for service handling exception, comprising: it is abnormal whether foreground terminal monitoring service handling occurs, and collects abnormal information when service handling occurring being abnormal; Front station terminal backward station server sends exception reporting message, comprises the abnormal information collected in this exception reporting message; And receive background server according to the anomaly analysis result of described exception reporting message correspondence feedback and show.
A processing method for service handling exception, comprising: the exception reporting message that before receiving, station terminal is sent, and stores and show the abnormal information comprised in described exception reporting message; Receive the anomaly analysis result of the abnormal information input based on display; And the anomaly analysis result received is sent to described front station terminal.
Station terminal before a kind of, comprising: monitoring unit, for monitoring, whether service handling occurs abnormal; Information collection unit, collect abnormal information during for monitoring at monitoring unit and service handling exception occurring, the information type of described abnormal information comprises the mark of service identification, accepting step mark, user ID, this front station terminal; Transmitting element, for sending exception reporting message to background server, comprises the abnormal information that information collection unit is collected in this exception reporting message; Receiving element, for receiving the anomaly analysis result of the exception reporting message correspondence feedback that background server sends according to transmitting element and showing.
A kind of background server, comprising: the first receiving element, for receiving the exception reporting message that front station terminal is sent; Memory cell, for storing the abnormal information comprised in exception reporting message that the first receiving element receives; Display unit, for showing the abnormal information of cell stores; Second receiving element, for receiving the anomaly analysis result of the abnormal information input based on display unit display; Transmitting element, the anomaly analysis result for being received by the second receiving element sends to described front station terminal.
A kind for the treatment of system of service handling exception, comprise: front station terminal, service handling whether is there is abnormal for monitoring, and collect abnormal information when service handling occurring being abnormal, the information type of described abnormal information comprises the mark of service identification, accepting step mark, user ID, this front station terminal; The exception reporting message comprising the abnormal information collected is sent to background server; Receiving background server according to the anomaly analysis result of described exception reporting message correspondence feedback shows; Background server, for receiving the exception reporting message that front station terminal is sent, storing and showing the abnormal information comprised in described exception reporting message; Receive the anomaly analysis result of the abnormal information input based on display; And the anomaly analysis result received is sent to described front station terminal.
The embodiment of the present invention monitors whether service handling occurs extremely by front station terminal in service handling process, and when service handling occurring being abnormal, the abnormal information of collection is carried in exception reporting message and sends to background server; The anomaly analysis result feedback made based on exception reporting message is given front station terminal by background server, avoids the problem that prior art abnormality processing efficiency is lower.
Accompanying drawing explanation
Fig. 1 a is the schematic diagram of the service handling page in prior art;
Fig. 1 b is the flow chart of prior art service handling process;
Fig. 2 is that the main of the embodiment of the present invention realizes principle flow chart;
Fig. 3 is process chart when occurring abnormal in service handling process in the embodiment of the present invention one;
Fig. 4 is process chart when occurring abnormal in service handling process in the embodiment of the present invention two;
Fig. 5 for the embodiment of the present invention provide before the structural representation of station terminal;
Fig. 6 for the embodiment of the present invention provide before the structural representation of transmitting element in station terminal;
The structural representation of the background server that Fig. 7 provides for the embodiment of the present invention.
Embodiment
The problem that in service handling process, abnormality processing efficiency is lower is there is in the business support system of existing Mobile Communication Service operator.
For the problems referred to above, the embodiment of the present invention proposes a kind of processing scheme of service handling exception, front station terminal occur in service handling process service handling abnormal time, collect abnormal information, and the abnormal information of collection is carried in exception reporting message sends to background server; The anomaly analysis result feedback made based on exception reporting message is given front station terminal by background server, thus provides abnormality processing efficiency.
Below in conjunction with each accompanying drawing, the main of embodiment of the present invention technical scheme is realized principle, embodiment and be explained in detail the beneficial effect that should be able to reach.
As shown in Figure 2, it is as follows that the embodiment of the present invention main realizes principle process:
Step 10, front station terminal is in service handling process, and it is abnormal whether monitoring service handling occurs, and when service handling occurring being abnormal, enters step 20;
Particularly, monitor mode includes but not limited to following several:
1, whether exceed setting duration the interval time monitored between different business accepting step, if exceed setting duration, then judge that service handling occurs abnormal;
2, whether monitoring receives the exceptional instructions of shop assistant's input, if receive exceptional instructions, then judges that service handling occurs abnormal.
Step 20, front station terminal collects abnormal information, and the information type of described abnormal information comprises the mark of service identification, accepting step mark, user ID, this front station terminal;
Step 30, the abnormal information that step 20 is collected by front station terminal is carried in exception reporting message and sends to background server;
Step 40, background server stores and shows the abnormal information comprised in the exception reporting message received;
Step 50, background server receives the anomaly analysis result of the abnormal information input based on display;
Step 60, the anomaly analysis result received is sent to described front station terminal by background server.
According to foregoing invention principle of the present invention, main the realize principle of an embodiment to the inventive method will be introduced in detail and be explained in detail and illustrate below.
Accompanying drawing 3 is process chart when occurring abnormal in the present embodiment service handling process.
Step 301, shop assistant inquire user's elemental user data information, the information such as such as user ID, address name, ID card No., address, and input above-mentioned information in appointment text box in service handling page A01, and click-to-call service accepts the Next button on page A01, jump to service handling page A02;
There is input error due to during input user ID in the present embodiment, miss out in user ID.
Step 302, because business A depends on business B, namely user activated the service B basis on just to activate the service A, then now want inquiring user service fulfillment situation before this, therefore shop assistant clicks " service inquiry " button with left mouse button in service handling page A02, sends the service inquiry request of carrying vicious user ID to background server;
Step 303, to background server according to the service inquiry request received, Query Database DB1 obtains the mark activated the service corresponding to the user ID of described mistake, leak is there is during assumption database design here, do not design perfect mistake and verify step, user ID due to mistake causes Query Database to occur mistake, and inquiry obtains illegal or invalid data, instead of the service identification of expection;
Step 304, the mistake found or invalid data are sent to front station terminal by background server;
Step 305, front station terminal shows the mistake or invalid data that receive in the Query Result of the service handling page A02 shown in accompanying drawing 1a, according to mistake or invalid data, front station terminal cannot judge whether user has opened business B, at this moment shop assistant has found abnormal conditions, exceptional instructions is inputted in front station terminal, input exceptional instructions mode have a lot, such as in service handling page A02 with clicking " service inquiry " button by mouse right button;
Step 306, front station terminal, after the exceptional instructions receiving shop assistant's input, monitors service handling generation service handling abnormal, enters step 307;
Step 307, front station terminal collects abnormal information, the information type of described abnormal information comprises the mark of the mark of business A, accepting step mark (occur abnormal in such as the present embodiment in service inquiry step, the service inquiry step preset be designated SAS2), user ID, this front station terminal;
Preferably, in order to provide the information more fully supplied needed for anomaly analysis, in abnormal information, also comprise abnormal page screenshot (i.e. the sectional drawing of service handling page A02), the parameter value of this front station terminal predetermined configurations parameter or the time of appearance exception.Predetermined configurations parameter comprises the version identifier, the version identifier of page browser, the IP address of front station terminal etc. of operating system.
Step 308, the abnormal information that step 307 is collected by front station terminal is carried in exception reporting message and sends to background server;
Preferably, foreground terminal storage has the corresponding relation of the position in various type of message and exception reporting message load part, and the 1st field of such as service identification corresponding exception reporting message load part, accepting step identify the 2nd field of corresponding exception reporting message load part, 3-4 field of user ID corresponding exception reporting message load part;
Front station terminal is when encapsulating exception reporting message, according to information type, abnormal information write on the correspondence position in exception reporting message load part, such as, service identification is write the 1st field of exception reporting message load part, accepting step identified the 2nd field of SAS2 write exception reporting message load part, user ID write 3-4 field of exception reporting message load part ...; Again the exception reporting message of write abnormal information is sent to background server.
Preferably, in order to improve the efficiency of transmission of exception reporting message, the abnormal information wherein taking the larger predetermined information type of data volume can be compressed before being encapsulated in exception reporting message, such as, abnormal page screenshot being compressed.
Step 309, the abnormal information in the exception reporting message that background server storage receives;
Preferably, background server also stores the corresponding relation of all kinds abnormal information position in exception reporting message load part corresponding respectively, when receiving exception reporting message, background server, according to the corresponding position in exception reporting message of each information type preset, extracts all types of abnormal informations from exception reporting message; According to information type, the abnormal information of extraction is stored on the corresponding stored position in database, such as user ID is stored in the 1st field of tables of data Label, accepting step is identified in the 2nd field that SAS2 is stored in same record .....
Step 310, background server shows the abnormal information comprised in the exception reporting message received;
Preferably, background server, according to all types of abnormal informations corresponding stored position in a database, extracts abnormal information and generates abnormal form; The abnormal form that display generates.
Step 311, background server receives the anomaly analysis result of the abnormal information input that attendant shows based on step 310;
Step 312, the anomaly analysis result received is sent to described front station terminal by background server;
Step 313, the anomaly analysis result that foreground terminal displays reception arrives.
Embodiment two
The exception occurred in embodiment one step 303 ~ step 305 causes due to database read error, in addition other reasons, such as communication linkage open circuit between background server and database, communication quality reduce also can cause exception, and concrete processing procedure please refer to shown in accompanying drawing 4.
Step 401, shop assistant inquire user's elemental user data information, the information such as such as user ID, address name, ID card No., address, and input above-mentioned information in appointment text box in service handling page A01, and click-to-call service accepts the Next button on page A01, jump to service handling page A02;
Step 402, because business A depends on business B, namely user activated the service B basis on just to activate the service A, then now want inquiring user service fulfillment situation before this, therefore shop assistant clicks " service inquiry " button with left mouse button in service handling page A02, send the service inquiry request of carrying vicious user ID to background server, and start timer;
Step 403, to background server according to the service inquiry request received, Query Database DB 1 obtains the mark activated the service corresponding to described user ID, here due to the communication link open circuit between background server and database, database does not receive inquiry request, and therefore background server also just cannot obtain Query Result;
Step 404, the mark activated the service found, owing to obtaining Query Result, therefore cannot be sent to front station terminal by background server as the step 304 in the step 104 in accompanying drawing 1a or accompanying drawing 3;
Step 405, the timer that front station terminal starts in step 402 arrives setting duration, after sending inquiry request, namely set in duration the Query Result not receiving background server correspondence feedback, determines there occurs to accept exception, enters step 406;
Step 406, front station terminal collects abnormal information, and the step 308 ~ step 313 in subsequent processes and accompanying drawing 3 is similar, here repeats no more.
In the processing scheme of the service handling exception that the embodiment of the present invention provides, front station terminal monitors whether service handling occurs extremely in service handling process, and when service handling occurring being abnormal, the abnormal information of collection is carried in exception reporting message and sends to background server; The anomaly analysis result feedback made based on exception reporting message is given front station terminal by background server.The program is by when occurring abnormal, the mode that the abnormal information of setting reports is overcome shop assistant in prior art and report that the promptness that abnormal correlation circumstance exists is not high, the inaccurate skimble-scamble problem of subjective description by the network management platform superior administrative department of phone or operator inside, thus provide abnormality processing efficiency.
Correspondingly, the embodiment of the present invention additionally provides a kind of front station terminal, and as shown in Figure 5, this device comprises monitoring unit 501, information collection unit 502, transmitting element 503 and receiving element 504, specific as follows:
Whether monitoring unit 501, there is service handling for monitoring abnormal
Information collection unit 502, collect abnormal information during for monitoring at monitoring unit 501 and service handling exception occurring, the information type of described abnormal information comprises the mark of service identification, accepting step mark, user ID, this front station terminal;
Transmitting element 503, for sending exception reporting message to background server, comprises the abnormal information that information collection unit 502 is collected in this exception reporting message;
Receiving element 504, for receiving the anomaly analysis result of the exception reporting message correspondence feedback that background server sends according to transmitting element 503 and showing.
Preferably, please refer to accompanying drawing 6, the transmitting element 503 in accompanying drawing 5 specifically comprises encapsulation subelement 601 and sends subelement 602, wherein:
Encapsulation subelement 601, for the corresponding relation according to the position in the various type of message set and exception reporting message load part, according to information type, writes on the correspondence position in exception reporting message load part by abnormal information;
Send subelement 602, send to background server for exception reporting message encapsulation subelement 601 being encapsulated acquisition.
Please refer to accompanying drawing 7, the embodiment of the present invention additionally provides a kind of background server, and this background service implement body comprises the first receiving element 701, memory cell 702, display unit 703, second receiving element 704 and transmitting element 705, wherein:
First receiving element 701, for receiving the exception reporting message that front station terminal is sent;
Memory cell 702, for storing the abnormal information comprised in exception reporting message that the first receiving element 701 receives;
Display unit 703, for showing the abnormal information that memory cell 702 stores;
Second receiving element 704, for receiving the anomaly analysis result of the abnormal information input shown based on display unit 703;
Transmitting element 705, the anomaly analysis result for being received by the second receiving element 704 sends to described front station terminal.
One of ordinary skill in the art will appreciate that all or part of step realized in above-described embodiment method is that the hardware that can carry out instruction relevant by program has come, this program can be stored in a computer read/write memory medium, as: ROM/RAM, magnetic disc, CD etc.
Obviously, those skilled in the art can carry out various change and modification to the present invention and not depart from the spirit and scope of the present invention.Like this, if these amendments of the present invention and modification belong within the scope of the claims in the present invention and equivalent technologies thereof, then the present invention is also intended to comprise these change and modification.
Claims (10)
1. a processing method for service handling exception, is characterized in that, comprising:
It is abnormal whether foreground terminal monitoring there is service handling, and
Abnormal information is collected when service handling occurring being abnormal; The information type of described abnormal information comprises service identification, accepting step mark, user ID, the mark of this front station terminal, abnormal page screenshot, the parameter value of this front station terminal predetermined configurations parameter or the time of appearance exception;
Front station terminal backward station server sends exception reporting message, comprises the abnormal information collected in this exception reporting message; And
Receiving background server according to the anomaly analysis result of described exception reporting message correspondence feedback shows.
2. the method for claim 1, is characterized in that, it is abnormal whether foreground terminal monitoring service handling occurs, and specifically comprises:
When exceeding the exceptional instructions setting duration or receive input the interval time between different business accepting step, determine that service handling occurs abnormal.
3. the method for claim 1, is characterized in that, sends exception reporting message specifically comprise to background server:
According to the corresponding relation of the position in the various information type set and exception reporting message load part, according to information type, abnormal information is write on the correspondence position in exception reporting message load part;
The exception reporting message of write abnormal information is sent to background server.
4. the method for claim 1, is characterized in that, abnormal information is write on the correspondence position in exception reporting message load part, specifically comprises:
The abnormal information of predetermined information type is compressed, and
By on the correspondence position in the abnormal information write exception reporting message load part after compression.
5. a processing method for service handling exception, is characterized in that, comprising:
The exception reporting message that before receiving, station terminal is sent, and
Store and show the abnormal information comprised in described exception reporting message; The information type of described abnormal information comprises service identification, accepting step mark, user ID, the mark of this front station terminal, abnormal page screenshot, the parameter value of this front station terminal predetermined configurations parameter or the time of appearance exception;
Receive the anomaly analysis result of the abnormal information input based on display; And
The anomaly analysis result received is sent to described front station terminal.
6. method as claimed in claim 5, is characterized in that, store and show the abnormal information comprised in described exception reporting message, specifically comprising:
According to the corresponding position in exception reporting message of each information type preset, from exception reporting message, extract all types of abnormal informations;
According to information type, the abnormal information of extraction is stored on the corresponding stored position in database;
According to all types of abnormal informations corresponding stored position in a database, extract abnormal information and generate abnormal form;
The abnormal form that display generates.
7. a station terminal before, is characterized in that, comprising:
Whether monitoring unit, there is service handling for monitoring abnormal;
Information collection unit, collect abnormal information during for monitoring at monitoring unit and service handling exception occurring, the information type of described abnormal information comprises service identification, accepting step mark, user ID, the mark of this front station terminal, abnormal page screenshot, the parameter value of this front station terminal predetermined configurations parameter or the time of appearance exception;
Transmitting element, for sending exception reporting message to background server, comprises the abnormal information that information collection unit is collected in this exception reporting message;
Receiving element, for receiving the anomaly analysis result of the exception reporting message correspondence feedback that background server sends according to transmitting element and showing.
8. front station terminal as claimed in claim 7, it is characterized in that, described transmitting element specifically comprises:
Encapsulation subelement, for the corresponding relation according to the position in the various type of message set and exception reporting message load part, according to information type, writes on the correspondence position in exception reporting message load part by abnormal information;
Send subelement, send to background server for the exception reporting message encapsulation of encapsulation subelement obtained.
9. a background server, is characterized in that, comprising:
First receiving element, for receiving the exception reporting message that front station terminal is sent;
Memory cell, for storing the abnormal information comprised in exception reporting message that the first receiving element receives; The information type of described abnormal information comprises service identification, accepting step mark, user ID, the mark of this front station terminal, abnormal page screenshot, the parameter value of this front station terminal predetermined configurations parameter or the time of appearance exception;
Display unit, for showing the abnormal information of cell stores;
Second receiving element, for receiving the anomaly analysis result of the abnormal information input based on display unit display;
Transmitting element, the anomaly analysis result for being received by the second receiving element sends to described front station terminal.
10. a treatment system for service handling exception, is characterized in that, comprising:
Front station terminal, service handling whether is there is abnormal for monitoring, and collect abnormal information when service handling occurring being abnormal, the information type of described abnormal information comprises service identification, accepting step mark, user ID, the mark of this front station terminal, abnormal page screenshot, the parameter value of this front station terminal predetermined configurations parameter or the time of appearance exception; The exception reporting message comprising the abnormal information collected is sent to background server; Receiving background server according to the anomaly analysis result of described exception reporting message correspondence feedback shows;
Background server, for receiving the exception reporting message that front station terminal is sent, storing and showing the abnormal information comprised in described exception reporting message; Receive the anomaly analysis result of the abnormal information input based on display; And the anomaly analysis result received is sent to described front station terminal.
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| CN110784339B (en) | 2019-10-09 | 2022-08-26 | 杭州迪普科技股份有限公司 | LACP message overtime fault detection method and device, and electronic equipment |
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| CN101072328A (en) * | 2007-06-19 | 2007-11-14 | 中兴通讯股份有限公司 | Method and system for switching flow media server |
| CN101283539A (en) * | 2005-10-05 | 2008-10-08 | 拜尔斯安全公司 | Network security appliance |
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| US20090227251A1 (en) * | 2008-03-05 | 2009-09-10 | Huawei Technologies Co., Inc. | System and method for automatically monitoring and managing wireless network performance |
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| CN101283539A (en) * | 2005-10-05 | 2008-10-08 | 拜尔斯安全公司 | Network security appliance |
| CN101072328A (en) * | 2007-06-19 | 2007-11-14 | 中兴通讯股份有限公司 | Method and system for switching flow media server |
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