本文關(guān)鍵詞：基于信令分析的移動(dòng)數(shù)據(jù)網(wǎng)絡(luò)業(yè)務(wù)投訴系統(tǒng)的設(shè)計(jì)實(shí)現(xiàn)　出處：《廣西大學(xué)》2015年碩士論文　論文類型：學(xué)位論文

  更多相關(guān)文章： 信令分析 投訴 網(wǎng)絡(luò)質(zhì)量 網(wǎng)絡(luò)優(yōu)化

【摘要】：隨著移動(dòng)通信業(yè)飛速的發(fā)展,移動(dòng)電話用戶數(shù)量大幅增長(zhǎng),手機(jī)上網(wǎng)已成為人們獲取信息、溝通交流的重要手段。隨著智能手機(jī)用戶的不斷增加,日益增多的上網(wǎng)客戶投訴將使移動(dòng)通信業(yè)運(yùn)營(yíng)商面臨著壓力和挑戰(zhàn)�？蛻敉对V難定位、投訴現(xiàn)象難復(fù)現(xiàn)、投訴發(fā)生時(shí)信令難回溯將成為投訴處理過程中的難點(diǎn)問題。本文在分析當(dāng)前移動(dòng)數(shù)據(jù)業(yè)務(wù)投訴的現(xiàn)狀、原因及常規(guī)處理方法的基礎(chǔ)上,結(jié)合中國(guó)移動(dòng)深圳分公司的TD終端營(yíng)銷策略,以監(jiān)控網(wǎng)絡(luò)日常運(yùn)行、降低數(shù)據(jù)業(yè)務(wù)投訴、提高用戶的滿意度為目標(biāo),設(shè)計(jì)實(shí)現(xiàn)了一套適用于移動(dòng)運(yùn)營(yíng)商的投訴處理系統(tǒng)。為此,論文開展了以下方面的研究與開發(fā)工作：(1)研究移動(dòng)數(shù)據(jù)業(yè)務(wù)投訴的現(xiàn)狀、原因和常規(guī)處理,分析系統(tǒng)數(shù)據(jù)采集、可擴(kuò)展性、可升級(jí)性及安全性方面的需求,研究系統(tǒng)開發(fā)的相關(guān)技術(shù)。(2)針對(duì)移動(dòng)運(yùn)營(yíng)商現(xiàn)有的設(shè)備和地理要求,設(shè)計(jì)了數(shù)據(jù)采集方案和系統(tǒng)的邏輯架構(gòu),對(duì)系統(tǒng)的軟件功能模塊進(jìn)行詳細(xì)劃分。該系統(tǒng)包括投訴處理、網(wǎng)絡(luò)質(zhì)量監(jiān)控、告警及系統(tǒng)管理等功能。(3)編碼實(shí)現(xiàn)了網(wǎng)絡(luò)質(zhì)量監(jiān)控系統(tǒng)。該評(píng)估系統(tǒng)一方面可以從業(yè)務(wù)數(shù)據(jù)中挖掘網(wǎng)絡(luò)隱患,深入分析數(shù)據(jù)業(yè)務(wù)網(wǎng)絡(luò)性能,快速準(zhǔn)確定位網(wǎng)絡(luò)性能的異常原因,幫助工作人員有針對(duì)性地對(duì)不同區(qū)域進(jìn)行網(wǎng)絡(luò)優(yōu)化工作。另一方面,可以對(duì)GPRS客戶投訴進(jìn)行信令回溯和分析,從而達(dá)到降低客戶投訴、提升數(shù)據(jù)業(yè)務(wù)感知的目的。對(duì)系統(tǒng)的性能和功能進(jìn)行測(cè)試的結(jié)果表明,本文設(shè)計(jì)實(shí)現(xiàn)的網(wǎng)絡(luò)質(zhì)量監(jiān)控系統(tǒng)可以快速地感知客戶上網(wǎng)的情況,方便管理人員對(duì)網(wǎng)絡(luò)性能進(jìn)行監(jiān)控,對(duì)客戶投訴及時(shí)給出信令回溯和分析,快速解決投訴問題。系統(tǒng)測(cè)試結(jié)果驗(yàn)證了系統(tǒng)的可行性。本文針對(duì)中國(guó)移動(dòng)深圳分公司的業(yè)務(wù)需求進(jìn)行系統(tǒng)設(shè)計(jì)與相關(guān)技術(shù)研究,所設(shè)計(jì)開發(fā)的基于信令分析的移動(dòng)數(shù)據(jù)網(wǎng)絡(luò)業(yè)務(wù)投訴系統(tǒng)具有科學(xué)意義和實(shí)用價(jià)值。
[Abstract]:With the rapid development of mobile communication industry, the number of mobile phone users has increased dramatically, mobile phone access to the Internet has become an important means for people to obtain information, communication and communication, with the increasing number of smartphone users. The growing number of online customer complaints will make mobile communication operators face pressure and challenges. Customer complaints are difficult to locate and complaints are difficult to reproduce. The difficulty of signaling in the process of handling complaints will become a difficult problem in the process of handling complaints. This paper analyzes the current situation of complaints of mobile data services, the reasons and the conventional processing methods. Combined with the TD terminal marketing strategy of China Mobile Shenzhen Branch, the aim is to monitor the daily operation of the network, reduce data business complaints, and improve customer satisfaction. This paper designs and implements a complaint processing system for mobile operators. For this reason, this paper carries out the following research and development work: 1) to study the status quo, reasons and routine handling of complaints about mobile data services. Analysis of the system data acquisition, scalability, scalability and security requirements, research system development related technology. 2) aimed at mobile operators existing equipment and geographical requirements. The data acquisition scheme and the logical structure of the system are designed, and the software function modules of the system are divided in detail. The system includes complaint processing, network quality monitoring. The network quality monitoring system is realized by the code of alarm and system management. On the one hand, the evaluation system can mine the network hidden trouble from the business data, and analyze the network performance of the data service in depth. It can quickly and accurately locate the abnormal causes of network performance, help the staff to optimize the network in different areas. On the other hand, it can trace and analyze the signaling of GPRS customer complaints. In order to reduce customer complaints and improve data business awareness, the performance and function of the system are tested. The network quality monitoring system designed and implemented in this paper can quickly perceive the situation of customer access, facilitate managers to monitor network performance, and provide timely signaling backtracking and analysis to customer complaints. The system test results verify the feasibility of the system. This paper focuses on the business requirements of China Mobile Shenzhen Branch of the system design and related technical research. The design and development of a mobile data network service complaint system based on signaling analysis is of scientific significance and practical value.
【學(xué)位授予單位】：廣西大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2015
【分類號(hào)】：TP311.52
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本文編號(hào)：1381542