Design And Implementation Of SMS Complaint Rapid Handling Platform Based On Positive-Detecting Mode

The most reason of SMS customer-complaint were receiving faulty of normal user-to-user SMS and SMS from SP such as 10086 and 10658121,ect.When handling these customer-complaints, the customer service staff of 10086 did not have an efficient support platform. So the reason of SMS customer-complaint could not be judged exactly and the customer were just suggested to change mobile phone or change SIM card as traditional handling way. The complaint did not be resolved and the customer complained again and again. So work orders from the customer service staff were sent to the SMS system maintenance staff in order to discover whatever problem from customer's SMS receiving list.Most record list were succeed except a few failure of mobile phone or SMS function abnormity. Then the customer service staff were told that the SMS record list were normal and the customers were suggested to change mobile phone or change SIM card.The SMS complaint rapid handling platform based on positive-detecting mode was designed to discovering the exact reason of the SMS customer-complaint and handling the customer-complaint efficiently. By analyzing the working principle of SMSC and SMS gateway, a free and invisible SMS sent by the customer service staff was send to the customer's mobile phone insensible by simulating the SP's action in order to detective the return code from customer's mobile phone. With the customer's agreement, a free testing SMS simulating from 10086 and 10658121 was send to the customer's mobile phone. By analyzing the return code from mobile phone, the reason of customer's SMS problem was discovered and the right resolution was told to the customer directly. Meanwhile, an understandable explain of the returned error code and the handling resolution was displayed on the platform.This platform connected directly with the SMS gateway as a virtual service control point.The function of sending free and invisible test SMS to customer's mobile phone forwardly was implemented by sending formal signal to SMS gateway. The reason of the problem was discovered by analyzing the return code from mobile phone. The human-machine interaction interface was provided by the foreground function of the platform, such as the SMS fault handling model, the SP number configuration model, the customer's number segment configuration model, the history record inquiry model, the input acknowledge model, the interface assembly updating function and the database operating model. The functions of communication with SMS gateway, sending test SMS, receiving return code, the feedback of return code to foreground function were implemented by the background function of the platform.The function of the platform was constructed based on the model design. The foreground function based on Browser/Server architecture was built by Internet Information Services considering that the platform ran on the PC Server with Windows Server 2003 operating system, and it was developed using Microsoft C sharp language. Considering that the background function communicated directly with SMS gateway and the SMS gateway supported java communication interface, the background function was developed using java language. The SQL Server 2005 database on the PC Server was used as the database of the platform.The platform became necessary complement of the Gansu Mobile customer-complaint handling tools and instruments when it ran online. Good application effect of the platform was improved. The first-resolve-rate of customer's complaints was increased and the customer's perception was improved and the customer's satisfaction was raised up.