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论文字数:15889,页数:48 有开题报告，任务书
摘 要
随着电信市场竞争的加剧，客户已经成为各类电信运营企业的竞争对象。为切实加强对客户的服务及管理工作，适应电信市场竞争的新形势，留住客户，电信运营商迫切需要一套快速响应及业务支撑系统，来确保为客户提供高质量的服务。
服务保障系统的建设可以实现电信跨专业、面向服务、闭环的电子化流程管理，以电子工单的形式达到管理手段的规范化和标准化，提高运维效率和对客户的服务质量。
本设计主要依据湖南电信的需求，采用J2EE+WebLogic+Oracle的模式开发一套服务保障系统。首先，本文介绍了服务保障系统的业务流程，其中详细描述普通电话和IC卡故障每一类障碍的处理流程，同时比较宽带故障和电话故障的异同。然后，本文提出了系统的总体设计方案，将流程归纳为4种子流程，并将系统划分为故障受理，派测，查修，审核4个主要功能模块。最后，本文从流程控制，数据结构，功能模块，与10000号系统接口四个方面详细阐述了如何实现服务保障系统。
本设计最大的特点是采用流程配置文件，Sql Map框架等多种方式实现了系统的通用性和可扩展性，使得故障处理流程的增加和修改十分灵活，只需配置相关数据而无需修改代码。
关键字：电话和IC卡故障，宽带故障，故障受理，派测，查修，审核
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 录
1．绪论 1
1.1 系统建设背景 1
1.1.1 遵照集团ITSP电信战略发展规划 1
1.1.2 配合湖南电信MBOSS转型规划 1
1.2 系统现状 1
1.2.1综合化集中维护支撑系统现状 2
1.2.2 97系统112子系统现状 3
1.2.3 10000系统96112子系统现状、IC卡子系统现状 3
1.3 系统建设目标 3
2．技术背景 5
2.1 J2EE概述 5
2.1.1 J2EE框架 5
2.1.2 J2EE核心技术 5
2.2 XML 7
2.2.1 XML简介 7
2.2.2使用dom4j和XPath解析XML 9
3．系统业务流程 11
3.1 电话和IC卡故障流程 11
3.2.1无障碍 11
3.2.2配线架障碍 11
3.2.3线路障碍 12
3.2.4电缆障碍 13
3.2.5机房障碍 14
3.2.6IC卡话机障碍 15
3.2 宽带故障流程 16
4．系统总体设计 17
4.1 总体流程和功能模块 17
4.2 设计原则 17
5．系统详细设计 20
5.1 流程控制设计 20
5.2 数据库设计 21
5.3 功能模块设计 22
5.3.1取故障单列表 22
5.3.2故障受理 23
5.3.3故障派测 25
5.3.4故障查修 27
5.3.5故障审核 29
5.4 与10000系统接口设计 33
结论 35
致谢 36
参考文献 37
附录A 数据库主要表结构 39
