Design And Implementation Of The Communication Network Alarm And Complaints Intelligent Analysis System

As the communication carrier, to maintain a good network quality, the network operation support daily work is most concerned about two basic elements that are network alarm and customer complaints. Paying close attention to network alarm from the equipment side can discovery network problems and solve them actively, ensure the network running normally; Focusing on customer complaints can find problems from user side then provide a positive solution, ensure the best user experience.China Mobile as the largest global customer group communication operator, over the years practices in network alarm and complaints management, has accumulated rich experience, and gradually set up a whole life cycle management process of network alarm and complaints, which ensures that each network alarm and customer complaints can be closed managed and sloved. Because of the network size, every day tens of thousands of network alarm and customer complaints, the information adoption tools are required to help enhancing the maintenance efficiency. Described in this paper is the the design and implementation of such information tools about network alarm and complaints analysis.This paper first introduce the network alarm whole life cycle management process, the whole process including alarm classification and generation, alarm collection, engineering warning label, alarm standardization and grading, alert correlation, automatic alarm work order sending and notification, work order processing, alarm analysis etc. Secondly introduces the network category of complaints whole life cycle management process, including several parts such as the complaint handling process, complaints type classification, complaints reason classification, complaints analysis etc. Based on the above two aspects, the data sources about the basic network alarm and complaints analysis object and the key stages had been defined. In the next part of this paper it introduces the meaning and purpose of network alarm and complaint analysis, clearly defining the thinking and the framework how to build a network alarm and complaints intelligence analysis system, and describing the demand analysis and system framework design in detail. Then the paper introduces the basic principle and key implementation technology of the intelligence analysis system, various important functions and characteristics of the specific functional modules in the system were described in detail. At the end of the paper, the application value and effect of this network alarm and complaints intelligence analysis tool were described through the system typical application examples and vivid description in the daily work.The major archievements:through the network alarm and complaints whole life cycle management analysis and research, introduced the meaning and methords of network alarm and complaints intelligent analysis, the design and function of network alarm and complaints intelligent analysis system, practice and value, the reference and lessons learn for China Mobile and the other branch, and the reference value for other communication operators also.