基于NGOSS的移动通信网络投诉支撑平台研究  

Study on Mobile Network Complaint Support Platform Based on NGOSS

作　　者：郭建华[1] 向华 

机构地区：[1]广东技术师范学院计算机科学学院,广州510665 [2]亿阳信通股份有限公司,北京100093

出　　处：《电信科学》2010年第9期100-105,共6页Telecommunications Science

基　　金：国家自然科学基金资助项目(No.60973132);广东省自然科学基金资助项目(No.8451064101000630)

摘　　要：以提高移动通信网络投诉的客户感知和处理效率为目标,参考NGOSS思想,在网络运维支撑系统之上建立自动分析投诉原因的网络投诉支撑平台,提出了客服部门和网维部门协作的端到端的网络投诉处理流程和共享信息数据模型,进而设计了技术中立的基于组件的软件体系结构。结合运营商的运维支撑系统环境对平台进行实现和集成,应用表明,客服人员利用网络投诉支撑平台能快速定位投诉原因并获得解释口径,实现投诉的规范描述和一次截单。Aimed to improve the customer perception and processing efficiency of customer complaint about mobile network, referring by NGOSS, a network complaint support platform is built on operation support system to automatically analyse the causes of complaints. End to end business flow and shared information and data model are built between department of customer service and that of network management. Then, a technology neutral software architecture is proposed based on component. With the operation support systems of a certain teleeom coporation, the platform is implemented and integrated. Application indicated that, with the aid of the network complaint support platform, customer service can quickly find causes of network complaints and get exolain sentences, formally record and comnlete network comnlaints at one time

关 键 词：网络投诉 运维支撑系统 下一代运营软件系统 共享信息数据模型 

分 类 号：TN929.5[电子电信—通信与信息系统]