Optimization Of Broadband Service System For Monitoring Large Area Breakdown

With the increasing popularity of broadband in China,the proportion of daily customer complaints involved with broadband obstacle is raising.Due to the complexity of the platform and network,there is no efficient way to locate the fault positions and to estimate the scope of the affected subscribers when the large-scale obstacles appeared in upper equipment.Currently,in actual operation work,a large number of complaints can be dealt with after the back-end maintainers have judged the locations.However,it needs collaboration among different departments when the maintainer is handling obstacles.And that results in a lot of back-end maintenance pressure and bad user experience inevitably.In order to reduce the obstacle rate of broadband service,Nanjing Telecom proposes a device obstacle management and optimization plan aiming at enhancing the broadband customer service from the view of the whole backend customer service support.In order to promote system performance,the system could detect obstacles in time from the various aspects like active device alarm,passive user report and so on by using the unified analysis of the user obstacle occurrence regularity and data.According to the former data analysis,the system also could handle extensive obstacles from different equipment and access mode specifically.During processing,different departments undertake different maintenance responsibilities.System support is a technical support for maintenance engineer,which accelerates the speed and the efficiency of obstacle treatment,and informs user the progress feedback at the first time when the device problem is detected,and ultimately achieves the goal of improving user service perception.Finally,through the collection of multi-sources of obstacles,a health profile is set up for the operating equipment,and the equipment obstacles rate is gradually reduced.After the optimized system is online,the obstacle rate is lowered,and the average time of the obstacle processing is saved.For more,the system saves about 2.5 million RMB per year.Since the system has been put into application successfully in Nanjing and won the award in the innovation competition of Jiangsu Telecom,the system will be replicated and generalized to other cities of Jiangsu Telecom.