KR20050002332A - Fault Management Method for ADSL service - Google Patents

Abstract

PURPOSE: A method for managing failures of an ADSL(Asymmetric Digital Subscriber Line) service using an improved failure management business procedure is provided to suggest a systemized/standardized method for the failure management business procedure from a failure reception step of a subscriber to a recovery step. CONSTITUTION: Processing modules needed for operating an ADSL failure management method are installed to a user computer, and environment setting information and operation information between the user computer and an ADSL device are generated. A damage of the service environment/operation information on the user computer is monitored. For the failure reception, a reporter is guided to failure diagnosis/repair/recovery steps through a call. A location/type/cause of the failure generated in a PC domain is checked(E5). The cause of the failure is recovered through a standardized processing module(E22). The ADSL service is restarted(E12).

Description

Fault Management Method for ADSL service

The present invention relates to an ADSL service failure management method, and more particularly, to an ADSL service failure management method, which is an improved method for systematizing and formalizing a failure management work procedure performed from a failure reception stage of an ADSL subscriber to a completion of failure recovery. It is about.

The conventional ADSL fault management method does not have a specific system and scheme in reality, and is independently operated by the experience and the management of the operator of the telephone company for each fault area.

The general ADSL fault management procedures include (1) receiving a fault report from a particular ADSL subscriber, (2) identifying and analyzing the fault location, type of fault, and cause of each fault management area, and (3) recovering the cause of the fault. Proceed.

The ADSL failure management area includes (1) a transmission facility area consisting of transmission facilities such as DSLAM or FLC in the telephone office, (2) a transmission line area connecting the transmission facilities to the ADSL modem in the subscriber's premises, (3 It consists of a personal computer area that is connected to the network card from the ADSL modem in the subscriber's premises.

Of the three failure management areas, the personal computer area generally has the most problems in the ADSL failure management procedure.

In other words, the personal computer area in the subscriber's house requires more manpower and time to identify the fault location, type of fault, cause of the fault and to handle the fault recovery than the other two fault management areas.

If the cause of the failure of the reported ADSL facility is the transmission facility area, the identification and resolution of the failure location, the cause of the failure, etc. can be completed in a short time using the element management system existing for each transmission facility in the telephone office. In addition, even if the cause of failure of the reported ADSL facility is the transmission line area, it is possible to identify and resolve the fault location of the transmission area and the causes of failure through the loopback test and the separate line test device of the element management system. It can be completed in a short time.

However, when the cause of the failure of the ADSL facility is the personal computer area of the subscriber's home, there is a problem that the problem is solved depending on the home visit of the subscriber.

For example, to handle minor failures caused by a subscriber without prior knowledge of a computer accidentally relocating files necessary for ADSL operation to another folder or changing ADSL installation and operation information in a control file. Telephone station troubleshooting personnel should visit the subscriber's home to confirm and recover.

The practical problems of the failure management task in the personal computer area described above can be summarized as follows.

First, it is difficult to identify the fault condition and the exact symptom of the computer in which the subscriber is located through telephone consultation between the receiver and the subscriber at the fault reception stage.

Second, the construction order is delivered to the troubleshooter without knowing the exact location, type of failure, and the cause of the failure in the personal computer area in the subscriber's home.

Third, a home visit is required even in the case of a minor error of an ADSL subscriber computer or a failure that can be solved through a simple change of computer configuration information and ADSL installation and operation information.

Fourth, a considerable amount of time and effort is spent in deciding the fault location, fault type, and solution for the personal computer domain in the fault recovery phase.

Fifth, overall failure recovery completion time for ADSL failure report is extended.

The main causes of the problems arising in the above-described ADSL troubleshooting procedures can be summarized as follows.

First, the absence of formalized and systematic tools for fault management in the personal computer domain.

Second, lack of computer-related knowledge of ADSL personnel

Third, there is a shortage of problem cases and troubleshooting information at the time of ADSL hypothesis and troubleshooting due to various and heterogeneous software and hardware types and interworking between them.

Fourth, the absence of surveillance and prevention measures for the personal computer domain.

As described above, the conventional ADSL processing method has a problem in that there is a limit in efficient and systematic failure handling, monitoring and prevention.

An object of the present invention is to propose a systematized and formalized method for a fault management work procedure performed from a fault reception stage of a ADSL subscriber to a fault recovery completion stage.

1 is a flowchart illustrating a process for setting a fault management environment according to the present invention.

2 is a flowchart illustrating a process of generating personal computer environment information according to the present invention.

3 is a flowchart illustrating an ADSL fault monitoring procedure according to the present invention.

4 is a flowchart illustrating an ADSL failure handling process according to the present invention.

5 is a flowchart illustrating an ADSL fault diagnosis process according to the present invention.

6 is a flowchart illustrating a personal computer failure recovery process according to the present invention.

7 is a flowchart illustrating a personal computer failure recovery process according to the present invention.

8 is a flowchart illustrating a process of constructing empirical statistical information according to the present invention.

ADSL service failure management method according to the present invention, is installed in the user's computer of the processing modules required for the operation of the ADSL failure management method, the environment setting step of generating the configuration information and operation information between the user's computer and the ADSL device ; A failure monitoring step of monitoring the damage of the ADSL service environment and operation information existing in the ADSL subscriber computer; When the ADSL subscriber receives a failure report, a failure reception step of guiding the reporters through the telephone call with the caller to the fault diagnosis, fault recovery, fault recovery step, and appropriately instructs the performing function; A fault diagnosis step of identifying a fault location, a fault type, and a cause of a fault in a personal computer area; A failure recovery step of performing a role of recovering a cause of failure of a personal computer area through a standardized processing module; And a fault recovery step for resuming ADSL service operation.

The processing modules include a PC failure diagnosis processing module, a PC environment information generation module, a PC failure monitoring processing module, and a PC failure recovery processing module.

And, it is preferable to further comprise the step of building the statistical information required for ADSL operators by building the information generated in each step in a database.

Hereinafter, a preferred embodiment of the ADSL service failure management method according to the present invention will be described in detail with reference to the accompanying drawings.

The present invention defines a formalized fault management method and fault handling module for the ADSL subscriber's personal computer domain fault management system and builds empirical statistical information on the problem cases and solution cases of the personal computer domain.

To this end, the present invention organizes the procedure into an environment setting step, a failure monitoring step, a fixed reception step, a failure diagnosis step, a failure recovery step, a failure recovery step, and each step is performed by a formalized process.

Here, the configuration step is installed on the user's computer of the processing modules required for the operation of the ADSL failure management method, and generates configuration information and operation information between the user's computer and the ADSL device.

Here, the processing modules are PC fault diagnosis processing module, PC environment information generation module, PC fault monitoring processing module and PC fault recovery processing module.

The fault monitoring step monitors and prevents damage to the ADSL service environment and operation information existing in the ADSL subscriber computer.

In addition, the fault reception step serves to guide the reporters to the fault diagnosis, fault recovery and fault recovery stages through the telephone call with the caller when the fault report is received by the ADSL subscriber, and to instruct the function appropriately.

In addition, the fault diagnosis step identifies the fault location, fault type, and cause of the fault in the personal computer area.

In addition, the fault recovery step restores the cause of failure in the personal computer area through the standardized processing module.

Finally, the failover phase is responsible for resuming ADSL service operations.

First, the failure management environment procedure A will be described with reference to FIG. 1.

Set up ADSL environment on personal PC for initial opening (A1) and conduct ADSL opening test (A2).

Determine the opening state (A3), if not opened in the opening test, re-execute the ADSL environment setting (A1), and if it is determined that the opening is completed (A3), install the PC fault diagnosis processing module and set the environment (A4) in sequence. Perform information generation module installation and environment setting (A5), PC failure monitoring processing module installation and environment setting (A6), PC failure recovery processing module installation and environment setting (A7).

Thereafter, the PC environment information generation module is driven (A8), a PC recovery program is produced (A9), and a recovery disk is produced (A10).

Meanwhile, in the state where the PC environment information generation module is driven (A8), the ADSL hypothesis / operation information is collected (A11).

After that, the collected ADSL hypothesis / operation information is transmitted from the client PC side (A12), and the transmitted ADSL hypothesis / operation information is received from the failure management server (A13), and finally, the ADSL hypothesis / operation information is received in the database of the ADSL failure management server. Store operation information (A14).

The above-described fault management environment setting procedure includes a process of setting up an ADSL PC environment (A1-A3), a process of installing a processing module, setting and driving the environment (A4-A8), and collecting ADSL hypothesis / operation information and failing. It is divided into the process of sending to the management server (A11-A13).

Therefore, the processing modules necessary for performing the ADSL failure management task are installed in the computer of the ADSL service user, thereby generating environment setting information and operation information between the user's computer and the failure management server.

In the above process, the PC environment information generation module driving A8 will be described in detail with reference to FIG. 2.

When the PC environment information generation module is driven, the PC model and the OS model are input (A8_1), and the PC CMOS environment is input (A8_2). Then, save network configuration (A8_3), save ADSL service initial information (A8_4), save PC initial and control file (A8_5), save PC operation and executable file (A8_6), save PC application installation information (A8_7), PC Registry information storage (A8_8) is executed sequentially and stored in the local hard disk or other auxiliary storage device (A8_9).

By the above-described process, generation and extraction of the user computer configuration information for which ADSL hypothesis was successfully completed and temporary provisional information and operation information essential for ADSL service operation are performed for the future failure recovery.

At this time, the configuration information may be selected as a higher object having a high frequency of failure of the computer and the ADSL service due to carelessness of users.

As shown in FIG. 1 and FIG. 2, the failure monitoring procedure C may be performed.

The fault monitoring procedure (C) begins by first monitoring the change in the ADSL installation and operation information (C1).

If ADSl installation and operation information change occurs (C2), check if ADSL service error has occurred (C3).

If an ADSL service error occurs in step C3, a warning message is output (C4). If the ADSL service error has not occurred in step C3, the existing ADSL installation and operation information is loaded (C5), and compared with the existing ADSL installation and operation information (C6).

If the comparison result is the same as the previous information (C7), the failure monitoring procedure (C) is performed again from the initial stage, and if it is different from the previous information (C7), the change history and the history information of the ADSL installation and operation information are generated (C8). At this time, the generated ADSL search and operation information change history and history information are produced as a PC recovery disk (C9), and the change history is provided to step C5 when a subsequent loading is required.

The ADSL installation and operation information changed in step C8 is transmitted from the PC side (C10), and the changed ADSL installation and operation information transmitted is received from the failure management server (C11). The received data is stored in the ADSL fault management server database (C12).

According to the procedure of FIG. 3, the user's change monitoring and prevention function for the installation information and the operation information necessary for the operation of the ADSL service is performed, and the change history information for the appropriate change is managed.

On the other hand, if an ADSL service failure occurs, it is processed according to the procedure of FIG.

Specifically, when an ADSL failure is received (E1), the ADSL installation / operation information and the ADSL failure history information of the failure management server are referred to (E2), and the latest ADSL installation / operation information and history information of the user computer are loaded.

Then, the cause of the ADSL failure is analyzed by a telephone call between the operator and the user (E4).

In the course of the analysis, the ADSL failure type is determined (E5), and if there is a network problem, the ADSL tester is present (E6), and the ADSL transmission facility / line is tested immediately and the precision test is carried out (E7). If the track is broken (E8), the troubleshooter is arranged and dispatched (E9). If the ADSL tester does not exist in step E6, step E9 is taken.

After that, the ADSL transmission facility and the line fault recovery process (E10) are performed, and after the network fault recovery test is performed (E11), if the fault recovery is completed (E12), the fault recovery process result and the fault history information storage are performed (E12). E13) A notification of the failure recovery result is made (E14).

If in step E8 and step E12 transmission equipment and line failure or failure completion is not completed, perform step E4 again.

On the other hand, if it is determined in step E5 that the ADSL failure type is PC, the PC failure diagnosis processing module driving instruction is executed (E15).

Then, the fault diagnosis processing module driving E16, which will be described later with reference to FIG. 5, is made, and thus the operator receives the PC fault diagnosis processing module result code (E17).

If there is a PC failure cause as a result of step E17, the PC installation / operation information check and manual change, which will be described later in FIG. 6, are performed (E19), and a failure recovery processing module driving instruction is made at the operator side (E20) As described above, the PC failure recovery processing module is driven at the user side (S21).

After that, the operator receives the PC failure recovery processing module result code (E22) and performs a PC failure recovery pump (E23).

If the PC failure cause does not exist in step E18, the ADSL installation / operation information and the step-by-step failure history information are output (E26), and the information is delivered to the arranged troubleshooting agent (E27). Dispatched troubleshooting personnel perform troubleshooting on the site for ADSL installation and operation information (E28) and then perform PC troubleshooting tests (E23).

If the PC failure recovery test is not completed as a result of performing the PC failure test (E23), the step E4 is performed again by loading the ADSL installation / operation information and the history information of the previous step.

As described above with reference to FIG. 4, the ADSL user's fault report reception, analysis and grasp, and fault recovery process are performed.

On the other hand, the procedure of FIG. 5 proceeds according to the operation of the fault diagnosis processing module on the user side in step E16 of FIG.

That is, the latest ADSL environment information is loaded from the PC local disk (E16_1), and the PC network hardware check is performed (E16_2). If a connection error occurs (E16_3), the PC network hardware device connection test result code is generated (E16_4). .

Then, the PC registry information check is performed (E16_5), and if the change and deletion have occurred (E16_6), the registry check change information and the result code are generated (E16_7).

Then, the PC control file information check is performed (E16_8), and if the change and deletion have occurred (E16_9), the PC control file information change information and the result code are generated (E16_10).

Then, the PC operation / execution file check is performed (E16_11), and if a change and deletion have occurred (E16_12), the operation / execution file change report and a result code are generated (E16_13).

Then, the PC error / event logo check is performed (E16_14), and if a program conflict exists (E16_15), error and event occurrence information and a result code are generated (E16_16).

Thereafter, the PC fault diagnosis result code and the related object information are generated (E16_17), and the PC fault diagnosis result code 16_18 and the related object information are output (E16_18).

Therefore, according to FIG. 6, when the cause of the ADSL failure is suspected as a user's computer error, the failure target and cause that occurred in the corresponding computer can be identified.

On the other hand, the PC installation / operation information confirmation and manual change (E19) of step E19 of FIG. 4 are advanced according to the procedure of FIG.

That is, when an instruction to confirm the PC CMOS environment setting is made at the operator side (E19_1), the PC CMOS environment setting check and change is made at the user side (E19_2).

When the operator confirms the PC network environment setting confirmation (E19_3), the user side checks and changes the PC network environment setting (E19_4).

In addition, when an instruction for confirming other PC environment / operation information is made at the operator side (E19_5), other PC environment / operation information is confirmed and changed at the user side (19_6).

After that, a fault recovery test (manual input information change) is performed (E19_8). If the PC failure recovery is not completed (19_8), the manual information input history is loaded step by step from the server-side database DB (E19_9), and is performed again from step S19_1.

On the other hand, the PC fault recovery processing module E21 of step E21 of FIG. 4 advances according to the procedure of FIG.

That is, after loading the latest ADSL installation / operation information and history information (E21_0), it is determined what code is the cause of the failure of the PC (E21_1).

If the PC failure code is a control file (E21_1), compare the current / recent control file information (E21_2), save the current control file (W21_3), and agree (E21_4) to load and replace the latest control file (E21_4). E21_5), and then outputs the PC failure recovery task history (E21_6). If it is not agreed in step E21_4, step E21_6 is immediately executed.

If the PC fault code compares the current / latest registry information (E21_1) with the registry (E21_7), saves the current registry information (W21_8) and agrees (E21_9), executes loading and replacing the latest registry information (E21_10). After that, the PC failure recovery work is output (E21_11). If it is not agreed in step E21_9, step E21_11 is executed immediately.

If the PC failure code is an executable file (E21_1), compare the current / latest operation and execution files (E21_12), save the current operation and execution files (W21_13), and agree (E21_14) to load the latest operation and execution file. The replacement is executed (E21_15), and the PC failure recovery task history is then output (E21_16). If it is not agreed in step E21_14, step E21_16 is immediately executed.

If the PC failure code is an error / event (E21_1), the installation application conflict check is executed (E21_17), the conflict program removal instruction is output (W21_18), and if agreed (E21_19), the conflict application removal is executed (E21_20). After that, the PC fault recovery task history is output (E21_21). If it is not agreed in step E21_19, step E21_21 is executed immediately.

As described above, when the cause of the failure of the ADSL service is determined to be a user computer error, the manual and automatic recovery functions of the configuration information of the damaged or changed user computer are performed.

As described above, based on the information generated through the ADSL hypothesis work procedure and the failure management work procedure, as shown in FIG. 8, statistical information capable of supporting work efficiency for the ADSL operators may be constructed.

That is, PC hardware information, PC CMOS information, PC control file information, PC network configuration information, PC registry information, and PC software information are generated in the PC environment information generation module T1 (T2). It is classified (T3) and registered in the database of the ADSL fault management server.

In the PC failure monitoring generation module T4, ADSL modem information, ADSL environment information, and ADSL operation information are generated (T5), and they are classified into ADSL environment / operation change history (T6) and registered in the database of the ADSL failure management server. .

In addition, ADSL fault handling module (T7) generates ADSL fault handling information, ADSL fault history information, and ADSL fault statistics information (T8), and these are classified as fault recovery troubleshooting information (T9) and are stored in the database of ADSL fault management server. It is registered.

Thereafter, the operator inputs requirements (T10) and determines whether to generate statistical information for each requirement (T11).

According to this, hypothesis troubleshooting statistical information generation (T12), hardware and software type statistical information generation (T13), fault location / failure type / failure cause statistical information generation (T14) and trouble management troubleshooting statistical information generation (T15) Provide empirical statistical information (T16).

Therefore, according to the present invention, the productivity of the failure management service can be expected through the systematic and formalized business procedures for the ADSL subscriber network failure management work procedure.

In addition, through the failure monitoring step, changes and damages to ADSL configuration and operation information can be minimized due to minor errors of ADSL subscribers.

In addition, it is possible to quickly identify the fault location, fault type, and cause of the ADSL subscriber of the notifier at the fault reception stage, and present an accurate solution.

In addition, the ADSL failure in the individual computer area, which is simple or frequently occurs in the failure recovery step, can be quickly and accurately recovered, thereby eliminating the waste of time and effort caused by the home visit of the troubleshooting personnel.

In addition, it is possible to utilize reference information on the analysis and solution of fault location, fault type, cause of fault in the process of ADSL fault recovery in the complex or less frequent individual computer domain that cannot be solved by automatic recovery function at fault recovery stage. .

In addition, it provides an empirical statistical database related to computer environment setting information, ADSL environment setting and operation information generated and processed through ADSL hypothesis process and fault recovery process as reference information of faults, which contributes to improving the processing efficiency of operators. There is.

Claims (3)

An environment setting step of installing the processing modules required for the operation of the ADSL failure management method on a user's computer and generating environment setting information and operation information between the user's computer and the ADSL device; A failure monitoring step of monitoring the damage of the ADSL service environment and operation information existing in the ADSL subscriber computer; When the ADSL subscriber receives a failure report, a failure reception step of guiding the reporters through the telephone call with the caller to the fault diagnosis, fault recovery, fault recovery step, and appropriately instructs the performing function; A fault diagnosis step of identifying a fault location, a fault type, and a cause of a fault in a personal computer area; A failure recovery step of performing a role of recovering a cause of failure of a personal computer area through a standardized processing module; And ADSL service failure management method characterized in that it comprises a failure recovery step to resume the operation of the ADSL service. The method of claim 1, The processing module ADSL service failure management method characterized in that it comprises a PC failure diagnosis processing module, PC environment information generation module, PC failure monitoring processing module and PC failure recovery processing module. The method of claim 1, ADSL service failure management method characterized in that it further comprises the step of building the statistical information required for ADSL operators by building a database of information generated in each step.