武汉市供电局110联动报修系统信息流转的实现

Wuhan Power Supply Bureau Information Management System Linked with 110 Emergency Alerting Station

介绍了武汉市供电局 1 1 0联动报修系统报修单流转子系统的设计思想和主要实现技术 ,着重阐述了报修单流转系统中的通信实现技术 。

Wuhan power supply bureau information management system linked with 110 emergency alerting station (WIMS) is a distributed computer process system combining telephone reception,voice recording,voice compression/synthesis and playback,database management,and network communication.The multimedia audio technology_based WIMS shall manage the failure report transfer via the network.The whole system shall implement the automatic process of customer complaint including complaints reception,failure report sheet transfer and management,task check,telephone recording playback,audio conveyance on network,failure information archiving,statistics,etc.This system will help the electricity industry standardize their management and improve the service quality and work efficiency. The system comprises equipment owned by the failure process call center,failure management department,and failure maintenance department.Part of the equipment of failure maintenance department is connected with failure management department via ATM network;and other equipment is connected with failure management department,using modem via PSTN. The operation of the whole system can be described as the following.The user makes a complaint call which is recorded by the operators of failure process call center.At the same time,the system automatically completes the two_way telephone recording and voice compression and storage.The power failure management department will check the failure information and send the maintenance order to the terminal of relevant failure maintenance department that is automatically located by the system per the user's geographical location.When the failure maintenance department receives the maintenance order,they will assign the operators to handle the failure;and meanwhile,will further define the failure reason per the conveyed telephone recording.When the failure is eliminated,the operator of failure maintenance department will report the failure management department about the information which is then passed to the user per the operator of failure management department.Finally,the failure information is kept.