In the process of Internet of Things service maintenance management, operators will receive a large number of user complaints. These complaints can be classified into network, SMS, and voice faults according to fault categories. Different types of faults correspond to different processing processes and have different data points to check.
When handling user complaints, Internet of Things (iot) operation and maintenance engineers of a carrier need to locate faults. However, due to the tedious business process opened by the Internet of Things special card, the asynchronous cooperation mechanism between business systems brings a lot of information out of sync; The troubleshooting logic varies according to fault types. Therefore, you need to perform different troubleshooting processes based on fault scenarios. To locate a fault, front-line personnel, customer personnel, or group customers need to manually perform the corresponding troubleshooting process based on the fault cause. Therefore, troubleshooting is often inefficient and takes a long time.
In this case, although the carrier provides detailed troubleshooting instructions for each user, it still needs professional service support personnel to maintain the fault between different systems and departments. Faced with this situation, the group customers urgently need to add the function of self-diagnosis in the system to improve the self-processing ability when the failure occurs.
Connectivity Management Platform (Connectivity Management Platform, referred to as CMP platform) integrates the support side system, core network and other data inspection and diagnosis capabilities, can choreographed customized diagnosis process for different fault scenarios, Frontline personnel, customer personnel, or group customers can select a diagnosis process based on the fault scenario to quickly locate the fault and rectify the fault based on troubleshooting suggestions.
The newly launched intelligent diagnosis function of ZTE Softronics CMP platform has improved the comprehensive service capability of operators' Internet of Things business. With a flexible and configurable diagnostic capability framework, the platform integrates the data inspection capabilities of various service systems of operators to achieve unified diagnostic inspection functions. Secondly, the highly cohesive encapsulation capability of diagnosis points encapsulates the diagnostic logic of different fault types into independent and reusable diagnostic functions. The fault processing process becomes intelligent and reduces the dependence of front-line personnel on the system support department when locating faults. The extensible diagnostic framework can access the fault diagnosis capabilities of third-party equipment manufacturers to achieve complete diagnosis functions from the network to the device, providing comprehensive diagnostic capabilities for the development of the Internet of Things business, thus improving the service capability for group customers.
