CN1164068C - Information-type domestic electric appliance system with after-sell service based on public telephone network and its use method - Google Patents
Information-type domestic electric appliance system with after-sell service based on public telephone network and its use method Download PDFInfo
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Abstract
The present invention relates to an information appliance system for after service based on public telephone networks and a use method thereof. The system comprises an information appliance device positioned at a user end, a public telephone network as a transmission and exchange part and a service center positioned at a manufacturer end, wherein the information appliance device forms a contact passage with the service center at the manufacturer end through the public telephone network; the information appliance device is formed by additionally arranging a main controller, a communication module, a fault diagnosis module and an information storage module in an existing common appliance; a hardware device of the service center positioned at the manufacturer end comprises an intelligent speech center access device, a computer monitor workstation, manual positions of a computer communication integrated system and a server.
Description
Technical field
The present invention relates to a kind of home information appliance system and using method of carrying out after-sale service based on existing public telephone network, particularly relate to a kind of electronic register that can utilize public telephone network to comprise this Internet appliance product, the network of its program upgrades, the inline diagnosis fault, the online help of using method, the network surveying of user profile, the home information appliance system of multiple functions such as the automatic foundation of the calling of user and manufacturer, this system is with the household electrical appliance and the public telephone network communication technology, compunication integrated technology (CTI), database technology, the fault self-diagnosis technology, several information such as remote measurement and control and after services of product combine and a kind of novel information household appliances of being developed into, belong to household electrical appliance, public telephone network communication, technical field such as database and CTI.
Background technology
Along with development of electronic technology, consumer electronics product combines with computer, two technology of communication, forms present so-called 3C Product, and makes the home electronic appliance product step to automation, informationization, networking and integrated.At present, the online household electrical appliances that domestic typical product is a Haier, it mainly is that household electrical appliances can be surfed the web as a terminal of the Internet, other functions are then very incomplete, can not solve problems such as after-sale service that the active user is badly in need of, product guarantee, fault self-diagnosis, can not carry out direct interactive contact with manufacturer.Though these online household electrical appliances also can upgrade its working procedure by network, the essential Internet network that inserts, also there is certain difficulty in this concerning the vast family in present Chinese town and country; And the household electrical appliances of generally surfing the Net all need embed the display screen that usefulness is browsed in a confession, make this online household electrical appliances price higher.Computer is progressing into common people house on the other hand, and the user that the very difficult imagination has been bought computer also uses household electrical appliances such as refrigerator or washing machine and surfs the web, so the feasibility in its market needs further authentication.
People have increasing various household electrical appliance in the modern life, as washing machine, refrigerator, television set, microwave oven, water heater, air-conditioning etc.The after-sale service of these household appliances is a difficult point always.Improve service quality though manufacturer tries one's best, the user provides invoice always when keeping in repair each time, proves its time buying, so the user must carefully take care of invoice, all dare not lose in several years; And various invoices many be difficult to distinguish, become a kind of heavy burden.And when household electrical appliances break down, just know guilty culprit after waiting the maintenance personal to arrive site inspection always, the maintenance personal goes out will prepare various spare parts at every turn, and user and maintenance personal's time usually can not be harmonious, and the user must wait the maintenance personal for a long time.And the maintenance personal does not know maintenance load and the intensity of every day yet, can not rationally arrange maintenance time, and co-ordination amount well between the several maintenance personals usually is to have the people very tired and have the people idler, reduces operating efficiency and waste of manpower.On the other hand, production firm can not grasp the most common failure incidence of product well, with the true cause that produces fault, which parts that can not know for sure go wrong easily, which batch product goes wrong more, do not have concrete data to be provided with the back and improve design reference, and user's real demand and hobby can't be known by manufacturer, can not in time add up how many users is the second time or the product of buying our company for the third time, can not in time add up the customer group information of liking this brand product, as user's age bracket, region or the like.
Summary of the invention
The purpose of this invention is to provide and a kind ofly carry out the home information appliance system of after-sale service based on public telephone network, this system synthesis is utilized the various modern information technology, can solve the above-mentioned variety of issue of present existence on the whole preferably.
Another object of the present invention provides a kind of using method of carrying out the home information appliance system of after-sale service based on public telephone network,
The home information appliance system of carrying out after-sale service based on public telephone network of the present invention is achieved in that and mainly includes: be positioned at the information household appliances device of user side, as the public telephone network of transmission and switching part be positioned at the service centre that manufacturer locates; Wherein the information household appliances device be the communication module of in present ordinary electrical home appliance device, setting up master controller, forming by telephony interface and dialing mechanism, the fault diagnosis module formed by a plurality of transducers that are installed in each position of breaking down easily of these household electrical appliances and the information storage module formed by test data memory block and working procedure memory and form; The hardware unit that is positioned at the service centre at manufacturer place includes: the manual position and the server of computer monitor work station, compunication integrated system; Above-mentioned information household appliances device constitutes contact channel by public telephone network with the service centre that is positioned at the manufacturer place; It is characterized in that: the hardware unit that is positioned at the service centre at manufacturer place also includes intelligent sound center access device; The access way of this service centre comprises artificial access way and automatic voice responding access way, can realize 24 continuous throughout the twenty-four hour24s; The function of use of this system mainly includes: the automatic registration part of network, information household appliances apparatus control program be the part of new portion, fault self-checking part, network communication portion, user and service centre's communication part, service centre side database section and foreground working software more.
Electric household appliance wherein can be refrigerator, washing machine, colour TV, sound equipment, air-conditioning, microwave oven, roaster, water heater.
The storage area of server wherein can be divided into: text message database, recording database and facsimile data storehouse.
Wherein the computer monitor work station application software of service centre mainly comprises following basic module: user registration module, storage aggregation process module, regularly or the irregular inquiry module, User Access Module, the program download module, information household appliances data upload module, generate the Maintenance Table Of Distribution Augmentation single module, consumers' opinions suggestion registration summarizing module, operating personnel's management and online training module, the system management maintenance module, data automated back-up module, daily record generates processing module and entire system module.
Using method of carrying out the home information appliance system of after-sale service based on public telephone network of the present invention is such: include following several different situations: user's registration, when electrical equipment breaks down, download the new working procedure or the change maintenance center telephone number of this electrical equipment; It is characterized in that:
Using method when wherein the user registers is: the user buys electrical equipment, the good electrical equipment of user installation, the user dials in to the manual position of service centre side by hand, manual position is replied, the user provides sign and other the various user profile that comprise this electrical equipment, manual position recording user information, manual position are created this user record in data server, and write down the every information of this user;
Wherein the using method when electrical equipment breaks down is: the user finds that electrical equipment breaks down, the user inserts telephone line joint in the telephony interface of this electrical equipment, press the button of getting in touch with service centre side, this electrical equipment is initiatively called out to service centre side, service centre side is replied, connect, this electrical equipment sends the voice suggestion that connects in the transmission, this electrical equipment transmits data to service centre side, data arrive service centre side and deposit in the data in server storehouse, service centre side obtains complete data, the computer monitor work station is read user profile and is delivered to manual position from the data in server storehouse, service centre side need to propose artificial contact to client, and this electrical equipment sends voice suggestion, asks the user to take phone, manual position direct and service centre side is conversed, so that arrange maintenance time with the user, user's on-hook makes to connect to disconnect;
Wherein downloading the new working procedure of this electrical equipment or the using method of change maintenance center telephone number is: the manual position contact user and and user's communication, the user inserts telephone wire according to prompting the telephony interface of this electrical equipment, the user presses program and downloads button, the computer monitor work station of service centre side is received user's the button that downloads, transmit corresponding program to this electrical equipment, this electrical equipment sends the response message of affirmation to service centre side after receiving the signal that convey program finishes, simultaneously send information to the user, service centre side receives the confirmation information, prompting manual position electrical equipment has been finished the operation that downloads, manual position and user talk the back on-hook, connect to finish; When reusing behind this appliance cut-off, just by new working procedure operation.
System of the present invention utilizes existing public telephone network, sets up contacting directly between manufacturer and user, service centre and the household appliances, and compared with simple CTI technology, content is abundanter, more can satisfy user's requirement.The contact of very convenient user of this system and manufacturer, can alleviate the burden of user and manufacturer, can carry out the registration of household electrical appliance automatically, set up User Information Database, can the automatic diagnosis apparatus failure, provide maintenance program, automatically upgrade working procedure, regularly add up various useful informations aperiodically, satisfy next step design of manufacturer, improve the service quality of manufacturer.This system is low price not only, the more important thing is manufacturer and user, service centre directly links to each other with household appliances itself, make between user, manufacturer, the product three and can carry out real time communication as required, the after-sale service, data acquisition, the On-line Fault that solve household appliances are preferably diagnosed, are upgraded working procedure and make many problems such as the user gets help.This system is the product of the modern various information technologies of integrated use, and the design concept novelty is ingenious, safe and reliable, has good popularizing application prospect.
Description of drawings
Fig. 1 is the block diagram that home information appliance system of the present invention is formed structure.
Fig. 2 is that the structure of information household appliances device of the present invention is formed block diagram.
Fig. 3 is that service centre of the present invention end subscriber inserts the part software flow pattern
Fig. 4 is a service centre side entire system part software flow pattern of the present invention.
Embodiment
Specifically introduce structure composition, each several part workflow and the using method of system of the present invention below in conjunction with accompanying drawing.
Referring to Fig. 1 and Fig. 2, the present invention is a home information appliance system of carrying out after-sale service based on public telephone network, mainly include: the information household appliances device 1 that is positioned at user side, as the public telephone network 3 and the service centre 2 that is positioned at the manufacturer place of transmission and switching part, information household appliances device 1 constitutes contact channel by public telephone network 3 with the service centre 2 that is positioned at the manufacturer place; Wherein information household appliances device 1 be the communication module of in present ordinary electrical home appliance apparatus main body 10, setting up master controller 11, forming by telephony interface 12 and double-tone dialing mechanism 13 frequently, the fault diagnosis module formed by a plurality of transducers 14 that are installed in each position of breaking down easily of these household electrical appliances and the information storage module formed by test data memory block 15 and working procedure memory 16 and form; The CPU of master controller 11 can adopt 8 single-chip microcomputers of Intel8051 (perhaps 8052) to make, and other is provided with the working procedure memory block 16 of 256K data storage area 15 and 64K.Abnormal state record when wherein master controller 11 is worked household electrical appliances at any time stores, as the foundation of its failure diagnosis.When these household electrical appliances broke down, 11 of master controllers carried out Macro or mass analysis to these data, draw the possible failure cause of this electric household appliance, were transferred to service centre side 2 for maintenance personal's references by telephone network.Dual-tone dialing device 13 in the information household appliances device and telephony interface 12 can be under the controls of master controller 11, and analog telephone dialing at any time forms speech channel by telephone network 3 and service centre side 2 and gets in touch.This information household appliances device is undergone technological transformation to existing production line by household electrical appliances factory and produces.Its kind comprises nearly all household electrical appliance such as refrigerator, washing machine, colour TV, air-conditioning, sound equipment, microwave oven, roaster, water heater.The hardware unit that is positioned at the service centre 2 at manufacturer place includes: a plurality of manual positions 23 and the server 24 of finishing intelligent sound center access device 21 that the automatic distribution of the access of speech channel and output, speech channel, the voice automatic-answering back device when unattended etc. operate, computer monitor work station 22, compunication integrated system; Wherein the access way of service centre side comprises artificial access way and automatic voice responding access way, can realize 24 continuous throughout the twenty-four hour24s, manual position 23 mainly comprises agent phone and operational computations machine terminal, and the storage area of server 24 can be divided into: text message database 241, recording database 242 and facsimile data storehouse 243, this server 24 can be provided with two, and wherein one is used as the two-node cluster hot backup operation.The application software of the computer monitor work station 22 of service centre 2 mainly comprises following basic module: user registration module, storage aggregation process module, irregular inquiry module, User Access Module, program download module, information household appliances data upload module, generation Maintenance Table Of Distribution Augmentation single module, consumers' opinions suggestion registration summarizing module, operating personnel's management and online training module, system management maintenance module, data automated back-up module regularly, daily record generation processing module and entire system module.In order to guarantee safety of user data, be provided with the reserve battery that can work long hours in the information household appliances device of the present invention, with guarantee these household electrical appliances for a long time not the time spent data can not lose, then be two-node cluster hot backup at the server of service centre side.
The function of use of this system mainly includes; The part of the automatic registration part of network, fault self-checking part, network communication portion, user and service centre's communication part, service centre side database section and foreground working software.
The application software module of native system service centre side is more, mainly includes 13 basic modules: user registration module, storage aggregation process module, irregular inquiry module, User Access Module, routine data download module, information household appliances data upload module, generation Maintenance Table Of Distribution Augmentation single module, consumers' opinions suggestion registration summarizing module, operating personnel's management and online training module, system management maintenance module, data automated back-up module, daily record generation processing module and entire system module regularly.Fig. 3 and Fig. 4 have provided respectively that two the most frequently used software one users insert and the flow chart of entire system module.Its workflow can be described with reference to accompanying drawing, repeats no more here.
The present invention improves, sets up therein communication module, fault diagnosis module and information storage module to existing household appliances, and the after-sale service center that utilizes public telephone network and production firm to set up directly constitutes contact, user and manufacturer two ends can directly be set up with the other side when needed communicate by letter.The user no longer needs preservation to purchase the machine invoice like this, its time buying be stored in this electrical equipment and the database of service centre side in, the fault of electrical equipment can detect diagnosis automatically, the user who needs repairing is as long as insert the telephone line plug in the family in the telephone jack of this electrical equipment, just can be automatically and the service centre of manufacturer set up and get in touch, the guilty culprit of household electrical appliances will be known in this system.The maintenance personal just knows the maintenance load of these household electrical appliances, the maintenance and repair parts of formulating maintenance program and need carrying; Simultaneously, both sides make an appointment the time, inform station address, just can formulate maintenance program according to maintenance route and maintenance load.Can co-ordination between each maintenance personal, workload can rationally be shared equally.Like this, can set up permanent contact between user and the manufacturer, because service centre's telephone number of manufacturer is stored in the electrical equipment, user's telephone number then is stored in the database of service centre, so both sides needn't remember the other side's phone.Just the user inserts the telephone jack of this electrical equipment with telephone wire when needed, just can contact directly with service centre of manufacturer, to manufacturer's reflection problem of making a phone call; Manufacturer also can make a phone call to the user, when for example manufacturer need carry out market survey, needs only information such as reading user's telephone number from database, just can get in touch with the user easily.By this, incidental guilty culprit of electrical equipment and the reason thereof that sell previous stage can just be known at regular intervals in manufacturer, user's demand, suggestion, and which user is for the second time or buys the product of this manufacturer for the third time have which good suggestion should give certain award or the like.In case manufacturer succeeds in developing the new working procedure of this electrical equipment, the user just can download recent program from service centre as long as telephone wire is inserted in the electrical equipment, upgrades the working method of this electrical equipment.
Function of use of the present invention mainly includes: the part of the automatic registration part of network, fault self-checking part, network communication portion, user and service centre's communication part, service centre side database section and foreground working software.Briefly introduce it below respectively.
The automatic registration part of network: the electronic tag that mainly is one-time write, when information household appliances device product of the present invention dispatches from the factory, write unique sequence number of this product inside, special mark as this product identification, also have in addition: the hotline number of manufacturer, the telephone number of service centre, and user time, place, invoice number when buying product, manufacturer is located at local maintenance center telephone number or the like, when the maintenance center phone changes, can revise by downloading, for the guarantee time provides information accurately.
During user's first purchase product, the user is bought the time of these household electrical appliances and the code name of businessman is imported in these household electrical appliances by businessman, the guarantee time is just from this day.After product is transported to house, to specifications family is electrically connected on the telephone wire, press the connection button, information household appliances device of the present invention is got in touch local service center end automatic and manufacturer, service centre side can be with user's time buying and businessman's code name, information such as invoice number are read into the database of service centre side, and staff and user on the service centre side manual position connect phone, typing user profile, comprise address name, ID, contact method, telephone number, home address, the user buys the reason of product and likes or the like, this electric household appliance is at the service centre side official register like this, this user will become the active member of manufacturer, can provide certain favourable condition when buying other products later on.The contact details that above-mentioned data are keeped in repair after being also are the necessary informations that manufacturer and user draw in relation, or the investigation data of the later development and Design new product of manufacturer.
Fault self-checking part: mainly finish the fault self-diagnosis function of this information household appliances device, the operating state of real-time each critical piece of testing product, and statistics misoperation of users type and number of times.In the present invention, information household appliances are divided into some parts according to its composition, each parts is divided into some parts again, give these parts and part unified numbering, and installation relevant detection and sensing device, when this household electrical appliances work, detect, write down the each several part working condition in real time, provide alarm signal simultaneously, remind the user to connect the local service center end of manufacturer.At this moment, user power utilization words line is connected into service centre side with household electrical appliances, and this system will detect data upload automatically in the database of service centre side, provide possible maintenance program according to these data; If simple problem, tell about to the user with phone by the attendant of service centre side, can settle a dispute by the parties concerned themselves by the user; If challenge, the spare part and the instrument that provide maintenance program and need, attendant by service centre side decides through consultation maintenance time with phone and user, provide maintenance single (maintenance time, address name, contact method and the home address etc. that comprise the spare part of household electrical appliances title, failure cause, solution, needs and instrument, estimation needs), give the maintenance personal, the maintenance personal deals with problems calmly according to single maintenance and repair parts and the instrument of arranging service sequence and needs in advance properly of maintenance.Service centre side is just added up the household appliances information of uploading at set intervals and is detected data simultaneously, the deficiency that subject matter that each parts of household appliances exist in providing during this period of time and user use this product to exist, and the technology part of these data upload being given the corporate HQ.Divide the reason of summing up the success or not and the problem analysis generation of product design in the past according to these statisticss by technology department, provide valuable reference data for improving design from now on.
Network communication portion: mainly give manufacturer's service centre side, also can download the up-to-date working procedure of this device as requested from manufacturer's service centre side with the various feedback information of electric household appliance; The physical circuit of transmission information is a telephone wire, can satisfy most users' requirement; Feedack comprises equipment registration information, fault detect information and the last word working procedure of beginning.This part is the basis that system of the present invention finishes communication, mainly comprises the telephone line in communication modules such as telephony interface that electric household appliance itself provides, dialing mechanism and the user family.The communication module that is installed in the electric household appliance the inside also comprises memory block, protocol stack and the control module of control button, data source.Concerning the user, only see telephony interface and comprise dialing button, cut-off push button, upload data button, the button that downloads, program restart control buttons such as button, system reset pad, manual answering's button, and successful connection, connection error, data are transmitted, transfer of data is correct and finish, clearing lamp such as data transmission fault.Stored the telephone number of the local service center end of manufacturer in the device of the present invention, therefore as long as start dialing button, this device is set up telephone contact with automatic and service centre side.
User and service centre's communication part: mainly give between user and the manufacturer direct information interchange passage is provided, the user can claim, report product type of error and state, reservation product maintenance time to manufacturer by it, and manufacturer can on purpose carry out product investigation etc. by it; Its working method is telephone contact, and manufacturer's service centre side is the call center, can finish the requirement that multi-user concurrent is handled simultaneously.The user is as long as be attempted by telephone set and electric household appliance on the telephone wire, press manual answering's button, this device manual position automatic and service centre side is got in touch, telephone line between automatic connecting subscribers participating and the manual position, the user directly picks up the telephone and the manual position conversation, inquire the problem of its care, comprise the using method of product, the feedback of maintenance suggestion, inquiry and suggestion, the suggestion etc. of new product.The manual position duty personnel is the problem and the significant suggestion of recording user reflection then, write database, and after regularly adding up, feed back to the corporate HQ, also can be according to the quality of suggestion, promote member's grade of user, award, improve manufacturer's image and service quality, improve user's participation enthusiasm, strengthen the contact of user and manufacturer, make home information appliance system of the present invention better for user's service be that manufacturer serves.
The exploitation of service centre side database section and foreground working software: the foreground working software is mainly manual position short and sweet data input interface is provided, and provides reference data and user profile for answering customer problem, and the solution of most common failure.Database is then stored user's the various information and the information of manual position record, and add up the fault message of consumer products automatically and provide automatically that manufacturer arranges the information of maintenance work, provides that maintenance program and maintenance are single automatically, maintenance circuit etc., and in time promptly useful information is fed back to the corporate HQ, regularly generate various information reports.When reality is developed, can carry out customized and expansion according to the size of difference requirement and data volume.
Two functions that service centre side needs emphasis to mention are: cleer and peaceful abundant access way and method of service.One is meant that clearly any pedestal seat in the system all possesses the technical capability of all Business Processing; Promptly " the arbitrary pedestal seat in the commercial calls " center " system all can satisfy user's service function demand; but consider operator's quality and different requirement of enterprise; can provide the service handling of respective capabilities according to each enterprise practical conditions; when the operator goes to work, login; notify system of the present invention with its WWW (WHO, WHAT, WHERE) information, can accomplish dynamically to allocate the service handling interface by technical ability.Wherein WHO represents user's identity, discerns by job number, password; WHAT represents the professional skill that this seat possesses, and system obtains automatically by background data base; WHERE represents the definite physical location of this seat, and system obtains automatically by query configuration table (information such as IP address that comprise phone number, terminal).This also is an embodiment professional and device separates.Abundant access way and method of service then are that this system of requirement should provide plurality of access modes such as comprising automatic speech, fax, Email, voice/fax/E-mail address, expert's seat, WEB, VOIP, short message, paging, to satisfy client's demand for services.Promptly on inserting, support the contact method that many means of client are dialled in and transferred to, promptly this system provides plurality of access modes such as phone, fax, particular terminal, computers, that is to say, system of the present invention provides multiple access mode, make the user stay indoors and just can pass through phone, fax, the different database information system of computer access, the information material that obtains enriching simply.
Using method of carrying out the home information appliance system of after-sale service based on public telephone network of the present invention includes following several different situations: user's registration, when electrical equipment breaks down, when downloading the new working procedure of this electrical equipment or change maintenance center telephone number; Introduce it below respectively:
Using method when wherein the user registers is: the user buys electrical equipment, the good electrical equipment of user installation, the user dials in to the manual position of service centre side by hand, manual position is replied, the user provides sign and other the various user profile that comprise this electrical equipment, manual position recording user information, manual position are created this user record in data server, and write down the every information of this user.
Wherein the using method when electrical equipment breaks down is: the user finds that electrical equipment breaks down, the user inserts telephone line joint in the telephony interface of this electrical equipment, press the button of getting in touch with service centre side, this electrical equipment is initiatively called out to service centre side, service centre side is replied, connect, this electrical equipment sends the voice suggestion that connects in the transmission, this electrical equipment transmits data to service centre side, data arrive service centre side and deposit in the data in server storehouse, service centre side obtains complete data, the computer monitor work station is read user profile and is delivered to manual position from the data in server storehouse, service centre side need to propose artificial contact to client, and this electrical equipment sends voice suggestion, asks the user to take phone, manual position direct and service centre side is conversed, so that arrange maintenance time with the user, user's on-hook makes to connect to disconnect.
Wherein downloading the new working procedure of this electrical equipment or the using method of change maintenance center telephone number is: the manual position contact user and and user's communication, the user inserts telephone wire according to prompting the telephony interface of this electrical equipment, the user presses program and downloads button, the computer monitor work station of service centre side is received user's the button that downloads, transmit corresponding program to this electrical equipment, this electrical equipment sends the response message of affirmation to service centre side after receiving the signal that convey program finishes, simultaneously send information to the user, service centre side receives the confirmation information, the prompting manual position has been finished the operation that downloads, manual position and user talk the back on-hook, connect to finish; When reusing behind this appliance cut-off, just by new working procedure operation.
Claims (5)
1, a kind ofly carries out the home information appliance system of after-sale service, mainly include: be positioned at the information household appliances device of user side, as the public telephone network of transmission and switching part be positioned at the service centre that manufacturer locates based on public telephone network; Wherein the information household appliances device be the communication module of in present ordinary electrical home appliance device, setting up master controller, forming by telephony interface and dialing mechanism, the fault diagnosis module formed by a plurality of transducers that are installed in each position of breaking down easily of these household electrical appliances and the information storage module formed by test data memory block and working procedure memory and form; The hardware unit that is positioned at the service centre at manufacturer place includes: the manual position and the server of computer monitor work station, compunication integrated system; Above-mentioned information household appliances device constitutes contact channel by public telephone network with the service centre that is positioned at the manufacturer place; It is characterized in that: the hardware unit that is positioned at the service centre at manufacturer place also includes intelligent sound center access device; The access way of this service centre comprises artificial access way and automatic voice responding access way, can realize 24 continuous throughout the twenty-four hour24s; The function of use of this system mainly includes: the automatic registration part of network, information household appliances apparatus control program be new portion, fault self-checking part, network communication portion, user and service centre's communication part, service centre side database section and foreground working software part more.
2, as claimed in claim 1ly carry out the home information appliance system of after-sale service based on public telephone network, it is characterized in that: electric household appliance wherein can be refrigerator, washing machine, colour TV, sound equipment, air-conditioning, microwave oven, roaster, water heater.
3, as claimed in claim 1ly carry out the home information appliance system of after-sale service based on public telephone network, it is characterized in that: the storage area of server wherein can be divided into: text message database, recording database and facsimile data storehouse.
4, as claimed in claim 1ly carry out the home information appliance system of after-sale service based on public telephone network, it is characterized in that: wherein the computer monitor work station application software of service centre mainly comprises following basic module: user registration module, storage aggregation process module, regularly or the irregular inquiry module, User Access Module, the program download module, information household appliances data upload module, generate the Maintenance Table Of Distribution Augmentation single module, consumers' opinions suggestion registration summarizing module, operating personnel's management and online training module, the system management maintenance module, data automated back-up module, daily record generates processing module and entire system module.
5, a kind of using method of carrying out the home information appliance system of after-sale service based on public telephone network includes following several different situations: user registration, when electrical equipment breaks down, download the new working procedure or the change maintenance center telephone number of this electrical equipment; It is characterized in that:
Using method when wherein the user registers is: the user buys electrical equipment, the good electrical equipment of user installation, the user dials in to the manual position of service centre side by hand, manual position is replied, the user provides sign and other the various user profile that comprise this electrical equipment, manual position recording user information, manual position are created this user record in data server, and write down the every information of this user;
Wherein the using method when electrical equipment breaks down is: the user finds that electrical equipment breaks down, the user inserts telephone line joint in the telephony interface of this electrical equipment, press the button of getting in touch with service centre side, this electrical equipment is initiatively called out to service centre side, service centre side is replied, connect, this electrical equipment sends the voice suggestion that connects in the transmission, this electrical equipment transmits data to service centre side, data arrive service centre side and deposit in the data in server storehouse, service centre side obtains complete data, the computer monitor work station is read user profile and is delivered to manual position from the data in server storehouse, service centre side need to propose artificial contact to client, and this electrical equipment sends voice suggestion, asks the user to take phone, manual position direct and service centre side is conversed, so that arrange maintenance time with the user, user's on-hook makes to connect to disconnect;
Wherein downloading the new working procedure of this electrical equipment or the using method of change maintenance center telephone number is: the manual position contact user and and user's communication, the user inserts telephone wire according to prompting the telephony interface of this electrical equipment, the user presses program and downloads button, the computer monitor work station of service centre side is received user's the button that downloads, transmit corresponding program to this electrical equipment, this electrical equipment sends the response message of affirmation to service centre side after receiving the signal that convey program finishes, simultaneously send information to the user, service centre side receives the confirmation information, prompting manual position electrical equipment has been finished the operation that downloads, manual position and user talk the back on-hook, connect to finish; When reusing behind this appliance cut-off, just by new working procedure operation.
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNB001367412A CN1164068C (en) | 2000-12-28 | 2000-12-28 | Information-type domestic electric appliance system with after-sell service based on public telephone network and its use method |
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| Application Number | Priority Date | Filing Date | Title |
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| CNB001367412A CN1164068C (en) | 2000-12-28 | 2000-12-28 | Information-type domestic electric appliance system with after-sell service based on public telephone network and its use method |
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| CN1297301A CN1297301A (en) | 2001-05-30 |
| CN1164068C true CN1164068C (en) | 2004-08-25 |
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| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN100385884C (en) * | 2004-04-24 | 2008-04-30 | 腾讯科技（深圳）有限公司 | A method and system for information service in instant messaging (IM) |
| KR101512043B1 (en) * | 2009-04-10 | 2015-04-14 | 엘지전자 주식회사 | Home appliance |
| CN102622830A (en) * | 2012-01-29 | 2012-08-01 | 浪潮齐鲁软件产业有限公司 | Method for remotely monitoring statuses of billing terminal equipment based on internet of things |
| CN103310364A (en) * | 2013-06-26 | 2013-09-18 | 苏州奇可思信息科技有限公司 | Novel after-sale service system |
| CN104916098A (en) * | 2014-03-12 | 2015-09-16 | 关隆股份有限公司 | Online enable method of wireless control system |
| CN103986595B (en) * | 2014-04-14 | 2018-03-06 | 美的集团股份有限公司 | The method and server of accident analysis and upgrading |
| DE102019207847A1 (en) * | 2019-05-28 | 2020-12-03 | BSH Hausgeräte GmbH | Maintenance planning for a home appliance |
| CN113313382A (en) * | 2021-05-28 | 2021-08-27 | 深圳市大恩信息科技有限公司 | Enterprise department business linking method and system based on ERP |
-
2000
- 2000-12-28 CN CNB001367412A patent/CN1164068C/en not_active Expired - Fee Related
Also Published As
| Publication number | Publication date |
|---|---|
| CN1297301A (en) | 2001-05-30 |
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