服務(wù)保障系統(tǒng)的設(shè)計(jì)與實(shí)現(xiàn)
1.5萬(wàn)字 48頁(yè)
包括開(kāi)題報(bào)告和任務(wù)書(shū)，數(shù)據(jù)庫(kù)主要表結(jié)構(gòu)


摘 要
隨著電信市場(chǎng)競(jìng)爭(zhēng)的加劇，客戶已經(jīng)成為各類電信運(yùn)營(yíng)企業(yè)的競(jìng)爭(zhēng)對(duì)象。為切實(shí)加強(qiáng)對(duì)客戶的服務(wù)及管理工作，適應(yīng)電信市場(chǎng)競(jìng)爭(zhēng)的新形勢(shì)，留住客戶，電信運(yùn)營(yíng)商迫切需要一套快速響應(yīng)及業(yè)務(wù)支撐系統(tǒng)，來(lái)確保為客戶提供高質(zhì)量的服務(wù)。
服務(wù)保障系統(tǒng)的建設(shè)可以實(shí)現(xiàn)電信跨專業(yè)、面向服務(wù)、閉環(huán)的電子化流程管理，以電子工單的形式達(dá)到管理手段的規(guī)范化和標(biāo)準(zhǔn)化，提高運(yùn)維效率和對(duì)客戶的服務(wù)質(zhì)量。
本設(shè)計(jì)主要依據(jù)湖南電信的需求，采用J2EE+WebLogic+Oracle的模式開(kāi)發(fā)一套服務(wù)保障系統(tǒng)。首先，本文介紹了服務(wù)保障系統(tǒng)的業(yè)務(wù)流程，其中詳細(xì)描述普通電話和IC卡故障每一類障礙的處理流程，同時(shí)比較寬帶故障和電話故障的異同。然后，本文提出了系統(tǒng)的總體設(shè)計(jì)方案，將流程歸納為4種子流程，并將系統(tǒng)劃分為故障受理，派測(cè)，查修，審核4個(gè)主要功能模塊。最后，本文從流程控制，數(shù)據(jù)結(jié)構(gòu)，功能模塊，與10000號(hào)系統(tǒng)接口四個(gè)方面詳細(xì)闡述了如何實(shí)現(xiàn)服務(wù)保障系統(tǒng)。
本設(shè)計(jì)最大的特點(diǎn)是采用流程配置文件，Sql Map框架等多種方式實(shí)現(xiàn)了系統(tǒng)的通用性和可擴(kuò)展性，使得故障處理流程的增加和修改十分靈活，只需配置相關(guān)數(shù)據(jù)而無(wú)需修改代碼。

關(guān)鍵字：電話和IC卡故障，寬帶故障，故障受理，派測(cè)，查修，審核


Design and Implement of Service Assuring System


Abstract
With the competition of telecommunication market intensifying, the customer has become competition objects of each kind of telecommunication enterprises. In order to effectively enhance customer service and management, enable it to meet the new competitive situation of telecommunication market, and retain customers, the enterprise needs a set of rapid response and operational support system to ensure to provide high-quality service for customers.
The construction of Service Assuring System can realize the goal of telecommunication inter-professional, service-oriented, closed-loop electronic workflow management, normalize management measures through electronic forms and improve operating efficiency and customer service quality.
According to the requirements of Hunan telecommunication, this design developed Service Assuring System using J2EE+WebLogic+Oracle. Firstly, this article introduces the operational process in Service Assuring System, including a detailed description of how to deal with each kind of obstacles contained in ordinary telephone and IC fault and a simple comparison between wideband and telephone fault. Then, this article presents a total design which divides the system into four principal modules: fault accepting, measuring, repairing and verifying. Finally, this article elaborates how to realize Service Assuring System from four aspects, which are process control, data structure, function modules and interface with 10000.
The biggest feature of the design is realizing system interoperability and scalability through configuration files, SQL Map framework and other methods.

Key Words: telephone and IC fault, wideband fault, fault accepting, measuring, repairing, verifying
目 錄
1．緒論 1
1.1 系統(tǒng)建設(shè)背景 1
1.1.1 遵照集團(tuán)ITSP電信戰(zhàn)略發(fā)展規(guī)劃 1
1.1.2 配合湖南電信MBOSS轉(zhuǎn)型規(guī)劃 1
1.2 系統(tǒng)現(xiàn)狀 1
1.2.1綜合化集中維護(hù)支撐系統(tǒng)現(xiàn)狀 2
1.2.2 97系統(tǒng)112子系統(tǒng)現(xiàn)狀 3
1.2.3 10000系統(tǒng)96112子系統(tǒng)現(xiàn)狀、IC卡子系統(tǒng)現(xiàn)狀 3
1.3 系統(tǒng)建設(shè)目標(biāo) 3
2．技術(shù)背景 5
2.1 J2EE概述 5
2.1.1 J2EE框架 5
2.1.2 J2EE核心技術(shù) 5
2.2 XML 7
2.2.1 XML簡(jiǎn)介 7
2.2.2使用dom4j和XPath解析XML 9
3．系統(tǒng)業(yè)務(wù)流程 11
3.1 電話和IC卡故障流程 11
3.2.1無(wú)障礙 11
3.2.2配線架障礙 11
3.2.3線路障礙 12
3.2.4電纜障礙 13
3.2.5機(jī)房障礙 14
3.2.6IC卡話機(jī)障礙 15
3.2 寬帶故障流程 16
4．系統(tǒng)總體設(shè)計(jì) 17
4.1 總體流程和功能模塊 17
4.2 設(shè)計(jì)原則 17
5．系統(tǒng)詳細(xì)設(shè)計(jì) 20
5.1 流程控制設(shè)計(jì) 20
5.2 數(shù)據(jù)庫(kù)設(shè)計(jì) 21
5.3 功能模塊設(shè)計(jì) 22
5.3.1取故障單列表 22
5.3.2故障受理 23
5.3.3故障派測(cè) 25
5.3.4故障查修 27
5.3.5故障審核 29
5.4 與10000系統(tǒng)接口設(shè)計(jì) 33
結(jié)論 35
致謝 36
參考文獻(xiàn) 37
附錄A 數(shù)據(jù)庫(kù)主要表結(jié)構(gòu) 39



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