JPH04277854A - Operation manual preparing device - Google Patents

Abstract

PURPOSE:To reduce the required capacity of a storage part and to decrease the operation error of an operator by generating an explanation data for raising attention to the operation error of a user, and transmitting the data to a communication terminal before an operation manual is transmitted. CONSTITUTION:At a facsimile mail equipment 1, the input of a user ID or the inquiry of an operation is received from the communication terminal, among a series of operation data received for each user ID, the operation error is stored in an error history storage part 25 as error history information, and the stored error history information of a relevant user is retrieved corresponding to the user ID to be received in the case of the inquiry of the operation. The explanation data for raising attention to the operation error of the user is generated by an error history control part 26 and transmitted to the communication terminal before the operation manual is transmitted, and the operation at a processing step to be executed is prepared as the operation manual and transmitted to the communication terminal by freely combining the explanation data of operation contents for each processing step.

Description

[Detailed description of the invention]

0001

[Industrial Application Field] The present invention relates to an operation manual creation device, and more specifically, an operation manual creation device that edits, creates, and outputs an operation manual necessary for performing the functions of a device according to an operator's request. Regarding equipment.

0002

[Prior Art] Information processing equipment, word processors, etc.
As the functions of communication devices such as A-devices and facsimile mail devices become more sophisticated, the operations become more complex.
In order to fully utilize the functions of a device, detailed knowledge of the device is required. For this reason, devices have traditionally been accompanied by detailed operating manuals, and operators operate the devices while referring to the operating manuals.

However, as the functions of devices become more sophisticated, operation manuals also become more detailed and thick, making it difficult to make full use of the operation manuals. Therefore, in the past, the equipment itself was equipped with a so-called help function, and when the operator became unable to understand how to operate the equipment, by inserting a help key, etc., the meaning of the key and information matching the operator's request were displayed on a display. It is being displayed on the In such conventional help functions, regardless of the operating status of the device,
When the help key is pressed, help information created in advance is displayed on the display. However, simply displaying such pre-prepared help information on a display does not provide help information appropriate to the operator's skill level or stage of operation.

[0004] Conventionally, for example, Japanese Unexamined Patent Publication No. 61-24
As described in Publication No. 3518, the user's input history information and the output information from the application system are analyzed, help items are narrowed down and displayed as a help item table,
When the user selects several items that he/she wants to know in sequence, help information most suitable for the item that the user wants to know is retrieved and displayed based on the user's selection. This help information is created in advance for each help item that the user may request and is stored in the storage unit, and if there is no help information corresponding to the help item selected by the user, the help item selection will be disabled. Expand the range as appropriate and decide which help information to display. Furthermore, as described in Japanese Patent Application Laid-Open No. 62-262120, when the same operator or operators belonging to the same group perform a certain number of operations, or when the operator determines that certain guidance information is unnecessary, It has been proposed to display only appropriate and necessary guidance information in accordance with the operator's proficiency level by prohibiting the display of this guidance information during the next operation process when an instruction is given. The guidance information in this case is also prepared in advance assuming the proficiency level of the operator, and is appropriately selected from the plurality of guidance information and displayed.

Furthermore, as described in Japanese Unexamined Patent Application Publication No. 63-66623, the user can obtain desired information from data regarding the user's personal data and operation history, and data regarding the installation environment and operation history of the terminal device. A method has been proposed that detects an operating method that allows the user to reach a service that is likely to be available in the shortest time and provides it to the user via a display, thereby providing help information that corresponds to the individual's level of proficiency.

[0006] The help information in this case is also prepared in advance assuming the proficiency level of the user, and is appropriately selected from the plurality of help information and output. Also, conventionally,
As described in Japanese Patent Application No. 1-280821, there is a means for storing a series of operation procedures for each operation of an application program, and a means for storing guide help information for each unit of operation. A means for storing the guide request as a set, a means for identifying the guide request from the user/application program, and a means for identifying the guide request from the user/application program. means for creating a series of operation procedure sequences from to the end of the operation; means for searching the guide help information for messages corresponding to each of the listed series of operation procedure sequences; and means for searching the guide help information retrieved by the said means. A means for synthesizing and displaying is provided, and guide request contents (
Using a state flow table in which the state and state flow of the application program are stored in advance, an operation procedure state string is created from the state at the time of the guide request to the desired processing, and then each of the operation procedure state strings is A method has been proposed that searches for guidance messages for a particular computer, and finally synthesizes them in the same order as the procedure and outputs the results for display. The guide help information in this case is synthesized as a set of guide help messages for each unit of status and operation.
Guide help messages for each unit are not edited freely to match the application program, but are synthesized according to a preset sequence of procedures.

[0007]

Problem to be Solved by the Invention However, such conventional help functions, especially,
Regarding the help functions described in Publication No. 8, Japanese Patent Application Laid-Open No. 62-262120, and Japanese Patent Application Laid-open No. 63-66623, even if they output help information that corresponds to the individual's proficiency level, etc. Help information is created in advance and stored in a storage unit, etc., and the help information is selected and output as appropriate depending on the individual's proficiency level from among these multiple pieces of help information, so it is not possible to adequately respond to a wide range of requests. Not only that, but the more you try to meet a wide range of demands, the more you need a large storage capacity to store help information.
There was a problem of high cost.

[0008] In addition, the help function described in Japanese Patent Application No. 1-280821 allows users to search for guides on specific operating procedures to perform the desired process from the time they have trouble with the operation. In order to display the guide information, it is synthesized as a set of guide help messages for each unit of status and operation, but the guide information is not synthesized by freely combining help messages for each unit. This conventional example also does not sufficiently meet a wide range of demands, and when attempting to meet a wide range of demands, a large-capacity storage unit is required, resulting in an increase in cost.

[0009]Furthermore, conventional help functions are positioned as supplementary functions to the operation manual attached to the device, and it is assumed that the operation manual has been thoroughly read to a certain extent, so it is completely useless. When a beginner operates the device or loses the operating manual attached to the device, there is a problem in that the help function is not sufficient and the device cannot be fully utilized.

[0010] Therefore, the applicant of the present invention has proposed that, when an operation manual is requested together with the input of data necessary for creating an operation manual, the operations in the processing steps to be executed to realize the functions of the device are performed in the processing step. has proposed an operation manual creation device that creates and outputs an operation manual by freely combining explanatory data for each operation (Japanese Patent Application No. 16365/1999).

However, in this operating manual creation device, it is not clear what to do when an operating error occurs when an operator makes an inquiry request for an operating manual, and there is room for improvement in this respect.

0012

[Means for solving the problem] The invention according to claim 1 includes:
When a predetermined operation is performed on a communication terminal, operation data corresponding to the content of the operation is received from the communication terminal, and a plurality of processing steps are executed in combination according to the operation data to realize a plurality of functions. A device for creating an operation manual for a device, which is equipped with a reception control means for receiving a user ID and operation data from the communication terminal, and a reception control means for receiving the data received by the reception control means, which is necessary for creating an operation manual. A data storage means for extracting and storing data, an instruction information storage means for storing explanation data of the operation content required for each of the above processing steps, and an instruction information storage means for analyzing the data stored in the data storage means. an editing control means that edits and creates an operation manual necessary for realizing a desired function by combining explanatory data of the operation contents in each processing step stored in the storage means; and a series of operation data received by the reception control means. The error history storage means stores operation errors as error history information for each user ID, and the reception control means searches the error history information stored in the error history storage means according to the received user ID, and searches the error history information stored in the error history storage means according to the user ID received by the reception control means. An error history control means generates explanatory data for each user to call attention to the operation error indicated by the information, and an operation manual created by the editing control means is sent to the communication terminal in response to a request from the communication terminal, and transmission control means for transmitting explanatory data generated by the history control means; and transmitting the error history information of the corresponding user from the error history storage means in accordance with the user ID received when an operation inquiry is made from the communication terminal. search, generate explanatory data to call attention to the user's operation error, and send it to the communication terminal before sending the operation manual, and also create an operation manual in response to an inquiry about the operation and send it to the communication terminal. The invention according to claim 2 is characterized in that:
When a predetermined operation is performed on a communication terminal, operation data corresponding to the content of the operation is received from the communication terminal, and a plurality of processing steps are executed in combination according to the operation data to realize a plurality of functions. A device for creating an operation manual for a device, which is equipped with a reception control means for receiving a user ID and operation data from the communication terminal, and a reception control means for receiving the data received by the reception control means, which is necessary for creating an operation manual. a data storage means for extracting and storing data; an instruction information storage means for storing explanatory data of the operation contents required for each of the above processing steps; A system information storage means for storing various system information, and a system information storage means that analyzes the data stored in the data storage means and combines explanation data of operation contents in each processing step stored in the instruction information storage means. an editing control means that incorporates the system information stored in the system to edit and create an operation manual necessary to realize the desired function, and a reception control means that receives operation errors from a series of operation data received by the user as error history information. Error history storage means stored for each ID and error history information stored in the error history storage means according to the user ID received by the reception control means are searched, and attention is paid to operation errors indicated by the error history information. an error history control means for generating explanatory data for each user, and a transmission control means for transmitting an operation manual created by the editing control means to the communication terminal in response to a request from the communication terminal. Search the error history information of the corresponding user from the error history storage means according to the user ID received at the time of operation inquiry, generate explanatory data to call attention to the operation error of the user, and before sending the operation manual. In addition to transmitting the information to the communication terminal, an operation manual is created in response to the inquiry regarding the operation and transmitted to the communication terminal, as claimed in claim 3.
The invention described above is characterized in that in the operation manual creation device according to claim 1 or 2, the device is a facsimile mail device.

[0013]

[Operation] The invention according to claim 1 is a device having a communication function, which receives user ID input and operation inquiries from a communication terminal, and detects operation errors among a series of operation data received for each user ID. Stored as error history information, search the stored error history information of the corresponding user according to the user ID received at the time of operation inquiry, and generate explanatory data that calls attention to the operation error of the user. Before sending the operation manual, it is sent to the communication terminal, and in response to an inquiry about the operation, the operation at the processing step that should be executed to realize the function is freely combined with data explaining the operation content for each processing step. Create an operating manual and provide it to operators.

[0014] Therefore, it is possible to reduce the required capacity of the storage unit for storing explanatory data, to alert the user to operational errors before transmitting the operating manual, and to reduce operator operational errors when making inquiries. In addition, we provide operation manuals that can fully meet the wide range of operator demands, and even beginners can realize the intended functions of the equipment even without the attached operation manual, improving the man-machine interface. be able to.

[0015] According to the second aspect of the invention, in a device equipped with a communication function, an input of a user ID and an inquiry about an operation are received from a communication terminal, and an operation error is detected among a series of operation data received for each user ID. Stored as error history information, search the stored error history information of the corresponding user according to the user ID received at the time of operation inquiry, and generate explanatory data that calls attention to the operation error of the user. When the operation manual is transmitted to the communication terminal before being transmitted and various system information necessary for realizing the functions of the communication device is inputted in advance, such system information may be incorporated when creating the operation manual according to claim 1 above. Create an operating manual and provide it to operators.

[0016] Therefore, it is possible to reduce the operator's operational errors when making an inquiry by calling attention to the user's operational mistakes before sending the operational manual, and by operating the operational manual according to its contents, system information can be improved. Even if the operator has forgotten or does not know the system information, the user can operate the communication device according to the instruction manual, thereby achieving the desired functionality of the communication equipment, further improving the man-machine interface. can be done.

[0017] According to the third aspect of the invention, in a facsimile mail device, an input of a user ID and an inquiry about an operation are received from a communication terminal, and operation errors among a series of operation data received for each user ID are recorded as error history information. , and searches the stored error history information of the user according to the user ID received when inquiring about the operation, generates explanatory data that calls attention to the user's operation error, and sends the operation manual. At the same time, an operation manual corresponding to the inquiry about the operation is created and provided to the operator.

[0018] Therefore, it is possible to reduce the operator's operational errors when making an inquiry by calling attention to the user's operational errors before sending the operational manual, and it is possible to easily request service from the facsimile mail device based on the operational manual. Therefore, the services of the facsimile mail device can be easily and fully utilized from the communication terminal.

[0019]

[Example] The following is a detailed explanation based on an example. FIGS. 1 to 17 are diagrams showing an embodiment of a facsimile mail apparatus to which an operation manual creation apparatus according to the first, second and third aspects of the invention is applied. 1 and 2 are block diagrams of the facsimile mail device 1. The facsimile mail device 1 includes a system control section 2, disk control sections 3 and 4, a floppy disk device 5, hard disk devices 6 and 7, and a host interface section 8. and communication processing units FCU1 to FCUn. The system control section 2, disk control sections 3 and 4, host interface section 8, and communication processing sections FCU1 to FCUn are connected by a system bus 9.

The system control unit 2 has an internal memory, a floppy disk device 5, or a hard disk device 6.
, 7 controls each part of the facsimile mail device 1, in particular, writes and reads image data to and from the floppy disk device 5 and hard disk devices 6 and 7, and also controls each communication processing unit FCU.
1 to FCUn, and executes the sequence as the facsimile mail device 1. The facsimile mail device 1 has various communication services such as a proxy communication function, a simultaneous broadcast function, a confidential communication function, a specified time transmission function, a bulletin board service function, a post office box function, and a serial communication function. , the communication processing units FCU1 to FCUn are controlled to execute and control these functions (communication services). In addition, in order to use these functions of the facsimile mail device 1, a communication terminal (for example, a facsimile machine) connected to the facsimile mail device 1 must perform certain operations on the facsimile mail device 1 to request a communication service. According to the present invention, as will be described later, the communication terminal can request the facsimile mail device 1 for an operation manual showing the operation contents of this communication service request.

[0021] Disk control section 3 and disk control section 4
controls the drive of the floppy disk device 5 and hard disk devices 6 and 7, and stores basic programs and various data as a facsimile mail device in the floppy disk device 5 and hard disk devices 6 and 7, in particular,
It stores messages sent from communication terminals and messages sent from a host device (described later). Furthermore, the hard disk drives 6 and 7 store message data for notifying the communication service functions of each invention of the present application and operation manual data for service requests, and the hard disk drives 6 and 7 serve as service data storage means. It has the following functions.

A host device, such as a computer device, is connected to the host interface section 8, and the host interface section 8 executes communication control with the host device. What is connected to the host interface unit 8 is not limited to a host device such as a computer device, but may be, for example, another facsimile mail device or the like. In addition, this host interface section 8
For example, a DMAC (Direct Memory Access Controller) that directly connects the host device and the facsimile mail device 1, a communication control unit that connects the host device and the facsimile mail device 1 via a line, etc. are used.

[0023] The communication processing units FCU1 to FCUn are provided as many as the number of storage lines.
As shown in FIG. 2, the communication processing unit FCU1 of CUn includes a network control unit 11, a modem 12, a communication control unit 13,
manual generation buffer 14, encoding/decoding section 15,
Channel control section 16, control program storage section 17, OM
R processing unit 18, data storage unit 19, storage memory 20,
Instruction information storage unit 21, system information storage unit 2
2, an editing control section 23, a bus control section 24, an error history storage section 25, an error history control section 26, and the like.

A line L1 is connected to the network control unit 11,
For example, a telephone line is connected as the line L1. The network control unit 11 is what is called an AA-NCU, and performs automatic call origination and call termination processing. Modem 12 modulates the transmitted signal and demodulates the received signal. The communication control unit 13 exchanges facsimile control signals with a communication terminal (for example, a facsimile machine) connected via the line L1, and executes a facsimile communication procedure.

[0025] In the manual generation buffer 14, operation manuals for various inventions of the present application, which will be described later, are expanded. Coding·
The decoding unit 15 encodes the message using a predetermined encoding method, and also decodes the encoded message. The control program storage unit 17 stores a basic program as the communication processing unit FCU1, an editing/output processing program for service information provided by each invention of the present application, an operation manual generation/output processing program, etc., and the channel control unit 16 stores: Each part of the communication processing unit FCU1 is controlled according to the program in the control program storage unit 17 to execute the sequence as the communication processing unit FCU1, and also execute the operation manual generation/output processing of each invention of the present application.

[0026] The OMR processing unit 18 detects whether the received message is an OMR sheet message and determines whether the received message is an OMR sheet message.
When the message is on an R sheet, the marks and mark positions on the received OMR sheet are detected from the received message on the OMR sheet, and the detection results are stored in the storage memory 20. Data storage unit (data storage means)
19 stores only the data (telegrams, dial tone, etc.) sent from the other party's communication terminal via the line L1, and stores only the data necessary for creating the provided service information and operation manual. For example, the data required to create the provided service information request command, the operation manual request command, the type of provided service requested (i.e. the type of maintenance management information, etc.), the type of operation manual requested (i.e. the other operator type of service function requested from the facsimile mail device 1), type of the other party's operator (for example, the type of the other party's terminal
D, operator ID, etc.), and data indicating the proficiency level of the other operator.

As mentioned above, the storage memory 20 has an OM
The detection result of the message on the OMR sheet detected by the R processing unit 18 and the message other than the OMR sheet are stored in the floppy disk device 5.
It is temporarily stored when transferring to the floppy disk device 5 or hard disk devices 6, 7, and is temporarily stored when transmitting the message in the floppy disk device 5 or hard disk devices 6, 7 via the communication processing unit FCU1.

The instruction information storage section (instruction information storage means) 21 stores operation details on the communication terminal required for each of a plurality of processing steps to realize the communication service (function) provided by the facsimile mail device 1. Store descriptive data for. That is, when requesting a communication service from the facsimile mail device 1, a certain operation is required for each of the processing steps P0 to P11, as shown in FIG. Explanatory data explaining the operation details on the communication terminal required for each P11 is stored in advance.

Therefore, the instruction information storage section 2
1 only needs to store explanatory data for each of the processing steps P0 to P11 necessary to realize each function of the facsimile mail device 1, and as in the past, each function can be adapted to the individual's proficiency level. There is no need to remember multiple types of help information. In addition, the instruction information storage unit 2
1 stores service information such as maintenance management information as explanatory data for each operation content required for each processing step of a series of operations necessary for the service. Therefore, the instruction information storage unit 21 only needs to store explanatory data for each processing step of operations necessary for services such as maintenance management, thereby reducing the memory capacity for storing service information such as maintenance management information. be able to.

The system information storage section (system information storage means) 22 connects the facsimile mail device 1 to the line LI1.
It stores predetermined system information for maintenance and management of communication terminals connected via the facsimile mail device 1, and predetermined system information required to realize the functions of the facsimile mail device 1.
Examples of this system information include, for example, system information for maintenance management such as recording paper model number and toner model number, and system information required to realize the functions of the facsimile mail device 1 such as user ID. NO. , destination ID
．． NO. and destination telephone number (Tel.NO.).

When there is a request for an operating manual, the editing control unit (editing control means) 23 analyzes the data stored in the data storage unit 19 and determines the type of operating manual requested by the other operator (that is, the operator Determine the intended functions of the facsimile mail device 1) and the operator's proficiency level, and determine the processing steps P0 to P11 necessary to realize the explanatory data of operations required for the intended service and the functions of the facsimile mail device 1. Explanatory data for each operation is read from the instruction information storage unit 21 and edited/edited as an operation manual in the manual generation buffer 14.
create. Further, at this time, if the system information storage unit 22 stores system information necessary to realize the service or function, the operation manual is created by incorporating this system information.

The error history storage unit 25 stores operation error data among a series of operation data received every time an operation inquiry is received from a communication terminal as error history information for each user ID input from the communication terminal. When a user ID is input in response to an operation inquiry from a communication terminal, the error history control unit 26 searches whether error history information corresponding to the user ID is stored in the error history storage means 25, and stores the error history information. Message data that calls attention to the operation error shown in is generated, and the message data is controlled to be converted into audio data or image data and transmitted to the communication terminal.

[0033] This facsimile mail device 1 houses lines L1 to Ln for each communication processing unit FCU1 to FCUn, and performs facsimile communication with a partner communication terminal connected via these lines L1 to Ln. Let's do it. When the facsimile mail device 1 receives a service request from a communication terminal connected via the lines L1 to Ln, it analyzes the requested service and provides the service. This service request can be made using an OMR sheet, or can also be made using a tone signal or the like.

When the communication terminal of the other party makes a service request using an OMR sheet, the facsimile mail device 1 uses its OMR processing section 18 to read the mark position on the OMR sheet, and develops the reading result in the storage memory 20. The channel control unit 16 analyzes the contents of this storage memory 20 to determine the contents of the service request,
Perform the requested service. For example, when the service request is for a time-specified transmission service, the facsimile mail device 1 temporarily stores the received encoded message in the storage memory 20, decodes it in the encoding/decoding section 15, and then sends the message again at a predetermined time. After re-encoding using the encoding method, or directly storing the data on the floppy disk 5 or hard disks 6 and 7 via the bus control unit 24. Thereafter, at the designated transmission time, the message is read from the floppy disk 5 or the hard disks 6, 7 and transferred to the vacant communication processing units FCU1 to FCUn via the bus control unit 24 thereof. The communication processing units FCU1 to FCUn temporarily store the transferred message in the storage memory 20, and then send it to the encoding/decoding unit 1.
In step 5, the data is re-encoded using a predetermined encoding method, or sent as is to the designated destination.

Note that the network control unit 11, modem 12, communication control unit 13, and OMR processing unit 18 constitute reception control means for receiving operation data from a communication terminal, and the network control unit 11, modem 12, communication control unit The section 13 includes an editing control means (
It constitutes a transmission control means that transmits the operation manual created by the editing control section 23) and message data generated by the error history control section 26 to the communication terminal.

Next, the operation will be explained. As described above, when a service request is received from a communication terminal, the facsimile mail device 1 provides the requested service, but if the operator of the communication terminal does not know how to operate it, A manual request is received, an operation manual corresponding to the service (function of the facsimile mail device 1) requested by the operator is created and transmitted to the communication terminal.

That is, when the operator of the communication terminal requests the facsimile mail device 1 for an operating manual, he first calls the facsimile mail device 1 and requests the operating manual. This operating manual requires
This can be done using a tone signal by performing key operations according to voice guidance from the facsimile mail device 1, or the operation manual can be requested using an OMR sheet. for example,
When requesting an operation manual using an OMR sheet, the OMR sheet created in advance for requesting an operation manual is
An operation manual request is made using the MR sheet (see FIG. 4) 30. For example, as shown in FIG. 4, this OMR sheet 30 for requesting an operation manual includes a start mark 30a, an initial inclination permissible limit judgment mark 30b, a guide mark 30c, a mode switching mark 30d, a rice mold, and the like, as shown in FIG. It has a number 30e, a free area division designation mark 30f, an end mark 30g, etc., as well as marks specially provided for requesting an operation manual, such as an inquiry mark 30h, a voice guidance required/unnecessary mark 30i, and a mail type (service information). type) mark 30j, whether or not time is specified and specified time mark 30
k etc.

[0038] The operator of the communication terminal must complete the OMR sheet 3.
When requesting an operation manual using 0, all that is required is to make a call to the facsimile mail device 1, have the communication terminal (for example, a facsimile device) read the OMR sheet 30, and send it. Next, processing in the facsimile mail device 1 will be explained. As shown in FIGS. 5, 6, and 7, the facsimile mail device 1 receives a call (step S
1) Receive a user ID (step S2), and check whether the received user ID is registered (step S3). This user ID is for using the facsimile mail device 1 and is stored in the system information storage section 22. If the received user ID is not registered, error processing is performed (step S4).
), check whether to re-enter (step S5)
. If re-input is to be performed, the process returns to step S2 and the user ID is received; if re-input is not to be performed, error handling and line disconnection are performed and this flow ends (steps S6 and S7). .

If the received user ID is registered in step S3, a search is made to see if error history information for that user ID is stored in the error history storage section 25 (step S8). That is, it is investigated whether an operation error has occurred in a series of previously received operation data by the operator of the currently received communication terminal. When error history information is not stored, it is checked whether ordering is by PB tone (step S10), and when error history information is stored, the error history control unit 26 issues a warning in response to the operation error. Generates message data prompting the user and executes a process of transmitting the message data as voice data to the communication terminal (
Step S9).

For example, if the error history information contains an operation error in which "#" is not entered when entering the service code, the voice message may read, "Be sure to enter # after entering the service code." Send. Therefore, a voice message is sent to users who have memorized an operation error to correct the operation error before they start inputting operation data such as operation inquiries, thereby preventing operators from making operational mistakes. can do.

Next, it is checked whether ordering is by PB tone (step S10), and if it is PB ordering, the PB ordering is received (step S11). After completing the reception of PB ordering,
Check whether the ordering is normal (step S
12) When the ordering is performed normally, reception of the message is started (step S13). When the reception of all the messages is completed (step S14), it is checked whether the messages were received normally (step S15).
If the message is received normally, the lines L1 to L
n is disconnected and the reception process ends (step S16). In step S13, if the message is not received normally, after performing error processing,
(Steps S17, S16).

[0042] Furthermore, in step S12, if the ordering using the PB tone is not performed normally, error handling (for example, feedback to the communication terminal that the ordering was not performed normally) is performed (step S12). S18), check whether it is re-entered (
Step S19). If re-input is to be performed, the process returns to step S11 and the ordering by PB tone is received; if re-input is not to be performed, error processing (
For example, after giving feedback to the communication terminal to disconnect the line, etc.), the lines L1 to Ln are disconnected (
Steps S17, S16). Steps S11 to S19 described above are the flow of normal service request reception processing of the facsimile mail device 1.

On the other hand, in step S10, if the ordering is not by PB tone, the message is received (
Step S20), it is checked whether the received message is an OMR sheet message or an OMR sheet for inquiries, ie, requests for provided service information or operation manual requests (Steps S21, S22). Inquiry request (provided service information request or operation manual request)
If not, ordering processing using the OMR sheet is performed (step S23).

That is, the OMR processing section 18 reads the mark position of the OMR sheet from the message of the received OMR sheet, develops it in the storage memory 20, and stores it in the storage memory 20.
The contents of the OMR sheet expanded to channel controller 1
6, the content of the ordering is determined by analysis. It is checked whether the ordering has been carried out normally (step S24), and if the ordering has not been carried out normally, the lines L1 to Ln are disconnected after performing error processing (steps S25 and S16). If the ordering is performed normally, the message is received, and when all the messages are received normally, the lines L1 to Ln are disconnected and this flow is ended (steps S13 to S1
7).

On the other hand, when an inquiry request (operation manual request) is made in step S22, the process moves to step S26, and it is checked whether or not the inquiry processing (operation manual request) using the OMR sheet has been carried out normally.
Step S27), if the inquiry request is successfully made, the lines L1 to Ln are temporarily disconnected (step S2
8) Analysis of the inquiry (analysis of the request contents of the operation manual) is performed (step S29). Next, it is checked whether the content of the inquiry request is normal (step S30), and if the content of the inquiry request is not normal, an error process is performed, for example, a notification that the content of the inquiry request to the facsimile device is not normal. After this notification, etc., this flow ends (step S31). If the content of the inquiry is normal, operation manual editing processing and operation manual output processing are performed, and this flow ends (steps S32, S33).

On the other hand, if the inquiry processing using the OMR sheet is not performed normally in step S27,
After performing error processing, disconnect lines L1 to Ln (
Steps S34, S35). Next, the inquiry analysis process in step S29 will be explained based on FIGS. 8 and 9. Each of the communication processing units CU1 to CUn reads the mark position of the OMR sheet 30 from the received message of the OMR sheet 30 for requesting an operation manual in the OMR processing unit 18, develops it in the storage memory 20, and expands it in the storage memory 20. OMR
The content of the sheet is analyzed by the channel control unit 16 to determine the requested content of the operation manual request.

That is, the channel control unit 16 analyzes the content expanded in the storage memory 20, and as shown in FIG. 8, first determines whether voice guidance is necessary (step R1). If it is determined that there is a mark at the key position of the voice guidance mark 30i on the OMR sheet,
Set the system parameter d0 to a0 (step R
2), Voice guidance mark 30i on OMR sheet
If it is determined that there is a mark at the ``no'' position, the system parameter d0 is set to a1 (step R3
).

Here, the system parameter refers to which processing step P0 is selected next when moving from each processing step P0 to P11 shown in FIG. 3 to the next processing step P0 to P11.
This is a parameter that determines whether to proceed to P11, and is stored in a buffer for storing system parameters formed in the instruction information storage unit 21, as shown in FIG. Note that the system parameter d0 is a parameter indicating whether voice guidance is necessary or not, and the system parameter d1 is a parameter indicating whether voice guidance is necessary.
, d2, and d3 select the post office box or bulletin board, whether or not to specify the time, and the destination ID. You can also select whether to enter No or telephone number (Tel.No), etc., and d4.
stores a parameter indicating whether broadcast is to be broadcast or not.

Once the channel control unit 16 has set whether or not voice guidance is necessary and its system parameters,
Next, it is determined whether the service is a post office box service (step R4).
). When the service is not a post office box service, the system parameter d1 is set to b2 and the post office box number is set to b2. (Serial number given to the message that the user puts in the post office box) is checked (steps R5 and R6). P.O. Box No. If there is, that PO Box No. is stored in the system information storage unit 22, and the process proceeds to the next step (step R7). If there is none, proceed directly to the next step.

If it is not a post office box service in step R4, it is checked whether it is a bulletin board service (step R8), and if it is a bulletin board service, the system parameter d1 is set to b1 and the bulletin board number is set. (Serial number given to the message posted by the user on the bulletin board) is checked (steps R9 and R10). Bulletin board no. If there is, the bulletin board No. is stored in the system information storage unit 22 and the process proceeds to the next step (step R11), where bulletin board No. If there is no, proceed to the next step.

[0051] In step R4, if it is not a bulletin board service, it is checked whether it is a normal message (step R1).
2) If the message is not a normal message, error processing is performed and this flow is ended (step R13). If it is a normal message, the system parameter d1 is set to d2 and the process moves to the next step (step R14). Once the system parameters have been set depending on whether it is a post office box, a bulletin board, or an ordinary message, the process moves to step R15 in FIG. 9, where it is checked whether or not the time is specified. d2 is set to d3 (step R16). This system parameter d3
will be set again in later processing.

[0052] When specifying the time, use the system parameter d
2 is set in b3 (step R17), and it is checked whether the designated time is normal (step R18). If the specified time is not normal, error processing is performed and this flow is ended (step R19), and if the specified time is normal, the specified time is stored in the system information storage unit 22 and the destination is Tel. It is checked whether the designation is No (steps R20, R21).

[0053] If the destination is Tel. When the designation is No, the system parameter d3 is set to b4 (step R
22), proceed to the next process. If the destination is Tel. If no is specified, the destination is ID. It is checked whether the designation is No (step R25). If the destination is Tel. N
o, but also ID. If no is specified,
After determining that it is an error and performing error processing, this flow is ended (step R19).

[0054] The destination is ID. When the designation is No, the system parameter d3 is set to b5 (step R26), and it is checked whether it is a broadcast service (step R27). If the service is not a broadcast service, the system parameter d4 is set to c2 (step R28), and if the service is a broadcast service, the system parameter d4 is set to c1 (step R29). After setting each system parameter in this way, a service code is determined from the set system parameters and stored in the register (step R30).

That is, by detecting and setting system parameters, the type of function (service) requested by the operator of the communication terminal can be determined, and an operation manual corresponding to the type of service requested by the operator of this communication terminal can be prepared. Create it next. Next, this operation manual creation process will be explained based on the flowcharts of FIGS. 11 and 12.

The editing control unit 23 first sets the counters α and β.
, γ is set (reset) to “0” (step Q1),
Manual generation buffer 1 of the code of processing step Pα
4 (step Q2). That is, first, the code of processing step P0 is stored in the manual generation buffer 14. Next, the editing control unit 23 reads out the system parameters of this processing step Pα (system parameters d0 to d4, etc. set in FIGS. 9 to 10 above) from the instruction information storage unit 21 (step Q3), and the system parameters are “ 0” (step Q
4). If the system parameter is "0", the address of the explanatory data corresponding to the system parameter "0" and the code of the next processing step Pα are read out in processing step Pα and stored in the manual generation buffer 14 (step Q5).

On the other hand, when the system parameter is not "0", the value of the system parameter dβ is read from the system information storage unit 22 (step Q6), and the address of the explanatory data corresponding to the processing step Pα and the system parameter dβ and the next processing are read out. The code of step Pα is read from the instruction information storage unit 21 and stored in the manual generation buffer 14 as address Aγ (step Q7
).

That is, the processing step Pα and the system parameters correspond as shown in FIG. 13, and once the processing step Pα and the system parameters are determined,
The next processing step Pα is determined, and correspondingly, the explanatory data for that processing step Pα is determined. Therefore, by freely combining the processing step Pα and the system parameters, the next processing step Pα can be freely set, and this processing step Pα
You can freely combine the explanatory data necessary for operation.

In this way, first, the next processing step Pα corresponding to the processing step P0 and the system parameter d0 is
When the address setting of the explanatory data of the system parameter dβ is completed, β+1 is set as the parameter β (
Step Q8), it is checked whether it is the final processing step Pα (step Q9). If it is not the final processing step Pα, the process returns to step Q3 and similarly, the next processing step Pα and the explanation data manual generation buffer 1 are performed based on the system parameters for each processing step Pα.
4 (steps Q3 to Q8). When the above processing is repeatedly executed up to the final processing step Pα, as shown in FIG. The address of the explanation data is expanded. Therefore, by freely setting system parameters, a processing step Pα corresponding to each of the plurality of functions of the facsimile mail device 1 can be set, and explanatory data of each processing step Pα corresponding to a desired function can be freely set. can be combined with

Next, the service code stored in the system information storage unit 22 is read out (step Q11),
The corresponding header section is taken out and developed at the header position 40a of the operation manual in the manual generation buffer 14, as shown in FIG. 15 (step Q12). Here, counter γ is set to "0" (step Q13),
The explanatory data stored at address Aγ is read out and expanded into the character data area 40b of the operating manual of the manual generation buffer 14 (step Q14). In addition, explanatory figures (stored in advance in the instruction information storage unit 21 in association with the explanatory data of the processing step Pα or independently regardless of the explanatory data) and the explanatory figures stored in the system information storage unit 22 The system information (Tel. NO., ID. NO., etc.) is read out, and the image area 40 of the manual generation buffer 14 is read out.
c (step Q15). Corresponding address γ
When the expansion of each data into the manual generation buffer 14 is completed, it is checked whether the data is the final data (step Q).
16) If the data is not the final data, the counter γ is incremented by 1 (γ=γ+1) and the process returns to step Q14. Similarly, explanatory data, explanatory figures, and system information for each address Aγ entered in the manual generation buffer 14 are expanded to the manual generation buffer 14, and when the processing is completed for all addresses Aγ, the operation manual editing/generation process is terminated. do.

In this way, manual generation buffer 1
The operating manual developed in 4 is outputted from the facsimile mail device 1 to the communication terminal that has requested the operating manual, and the communication terminal can receive an operating manual 41 as shown in FIG. The operator of the communication terminal who has received the operation manual can receive the desired communication service of the facsimile mail device 1 by looking at the transmitted operation manual and performing the operations as described in the operation manual. can.

Furthermore, in this embodiment, in the process of the facsimile mail device 1 shown in FIGS. 5, 6, and 7, after confirming the user ID transmitted from the communication terminal, the error history information of the user is A message calling attention to the operation error is sent to the communication terminal by voice, but the message can also be sent as image data, and the processing in this case is based on the flowchart shown in FIG. explain. Note that if the determination is "NO" in step T3 and step T4 of FIG. 17, this indicates that the process proceeds to the processing step of FIG. 5 described above.

When the facsimile mail device 1 receives an incoming call (step T1), it receives a user ID (step T2), and checks whether the received user ID is registered (step T3). Received user I
If D is not registered, steps S4 to S7 shown in FIG. 5 above are performed. Received user ID
If the user ID is registered, a search is made to see if error history information for that user ID is stored in the error history storage section 25 (step T4). If the error history information is not stored, step S10 shown in FIG. 5 above is performed.
When the subsequent processing is performed and the error history information is stored, the error history control unit 26 generates message data that calls for attention in response to the operation error, and sends the message data as an operation manual. Sends a voice message notifying the communication terminal to the communication terminal (step T
5). As this voice message, for example, "We will send you the manual. Please press the start button." is sent.

Next, after receiving the CED signal (called station identification signal) from the communication terminal (step T6), message data urging caution is sent to the communication terminal as an operation manual for the image data, and the process ends (step T6). T7
). Therefore, for users who have memorized an operation error, a manual will be sent to them to correct the operation error before they start inputting operation data such as operation inquiries, and this will be similar to the case when the above audio data is sent. In addition, it is possible to prevent operator errors.

[0065]Also, in the above embodiment, a case is explained in which an operation manual is requested from a communication terminal, but the operator of the facsimile mail device itself operates the facsimile mail device itself from the keyboard etc. The same can be applied to the case where an operation manual is requested for the operation of a service request for a mail device.

In this way, the facsimile mail device 1 as a communication device receives an operation manual request from a communication terminal, and provides an operation manual for operations necessary to realize the function of the device requested by the operator. You can freely combine, edit, create, and output the explanatory data for each processing step required for the process. As a result, it is possible to generate and provide an operation manual that can fully meet the wide range of operator demands without using a large-capacity storage means. In addition, it is possible to provide an operation manual for the series of operations necessary to realize the functions of the device, from the beginning to the completion of the operation. functions can be reliably realized.

Furthermore, in the facsimile mail device 1,
For each user ID of a communication terminal, the operation errors stored when receiving a series of operation data are stored as error history information, and then when there is an operation inquiry from a user corresponding to the error history information, the operation error is stored as error history information. Since message data calling attention to user operation errors is sent as audio or image data before the inquiry operation data is input, it is possible to prevent repeated operation errors by communication terminal users. I can do it,
The man-machine interface of the facsimile mail device 1 can be further improved.

Furthermore, when creating the operation manual, the system information stored in the system information storage section 22 is incorporated in the operation manual to edit and create it, so the operator can use the contents written in the operation manual as is. By operating the facsimile mail device, a desired service can be requested from the facsimile mail device. Therefore, the man-machine interface can be further improved, and the functions of the equipment can be used even more easily and fully.

[0069] In the above embodiment, error history information is searched for each user at once, but errors are checked at each step of inputting operation data, and a message calling for attention is sent at each step. Alternatively, the history of errors may be checked, and when a predetermined number of errors are detected, a message calling for attention may be sent. Further, although each communication processing unit FCU1 to FCUn of the facsimile mail device 1 is provided with an error history storage unit 25 and an error history control unit 26 separately, the error history control unit 26 has a memory area for storing error history information. The error history storage section 25 and the error history control section 26 may be integrated. Furthermore, if the error history information to be stored in the error history storage unit 25 is stored in the data storage unit 19, the error history storage unit 25 can store the error history information in the data storage unit 19.
5 can be omitted, and the error history control unit 26
The editing control unit 23 performs the message data generation function in
The error history control section 26 can be omitted if the error history control section 26 is provided in the error history control section 26.

[0070]

According to the invention as claimed in claim 1, in a device equipped with a communication function, an input of a user ID and an inquiry about an operation are received from a communication terminal, and a series of operation data received for each user ID is received. Among these, operation errors are stored as error history information, and explanatory data that calls attention to the user's operation errors by searching the stored error history information of the corresponding user according to the user ID received when making an operation inquiry. is generated and sent to the communication terminal before sending the operation manual, and in addition, in response to the inquiry about the operation, the operation at the processing step that should be executed to realize the function is explained by explanatory data of the operation content for each processing step. Since the user's manual is created by combining them freely and sent to the communication terminal, the amount of memory required to store the explanatory data is reduced, and the user's attention to operational errors is alerted before the user's manual is sent. We provide an operating manual that can reduce operator errors when making inquiries, and that can fully meet the wide range of operator requests.
Furthermore, the intended functions of the device can be realized without the accompanying operation manual, and the man-machine interface can be improved.

According to the second aspect of the invention, in a device equipped with a communication function, an input of a user ID and an inquiry about an operation are received from a communication terminal, and an operation is selected from a series of operation data received for each user ID. Errors are stored as error history information, and the stored error history information of the corresponding user is searched according to the user ID received when an operation inquiry is made, and explanatory data that calls attention to the operation error of the user is generated. When the operating manual is sent to the communication terminal before the operation manual is sent, and various system information necessary for realizing the functions of the communication device has been input in advance, when creating the operation manual according to claim 1, these system information By incorporating this into the operating manual, we create an operating manual and provide it to the operator, so we can reduce the number of operating errors made by the operator when making inquiries by alerting the user to any operating errors before sending the operating manual. By operating the system according to its contents, the system information can also be input and operated, and even if the operator has forgotten or does not know the system information, by operating it according to the operation manual, the target communication device can be input. can realize the functions of
The man-machine interface can be further improved.

According to the third aspect of the invention, the facsimile mail device accepts user ID input and operation inquiries from communication terminals, and detects operation errors among the series of operation data received for each user ID. Search the stored error history information of the user according to the user ID stored as history information and received when making an operation inquiry, generate explanatory data to call attention to the user's operation error, and operate. In addition to sending the manual to the communication terminal before sending it, we also create an operation manual that responds to inquiries about the operation and provide it to the operator, so we can alert the user to any operational mistakes before sending the operation manual. To reduce operator errors when making inquiries, to easily request service from a facsimile mail device based on an operation manual, and to easily and fully utilize the services of a facsimile mail device from a communication terminal. Can be done.

[Brief explanation of the drawing]

FIG. 1 is a block diagram of a facsimile mail device to which a device according to the present invention is applied.

FIG. 2 is a block diagram of a communication processing unit of a facsimile mail device to which the device according to the present invention is applied.

FIG. 3 is a transition diagram of processing steps of the facsimile mail device according to the present invention.

FIG. 4 is a diagram showing an OMR sheet for requesting an operation manual according to the present invention.

FIG. 5 is a flowchart showing part of the basic processing of the facsimile mail device according to the present invention.

FIG. 6 is a flowchart showing a continuation of the basic processing of the facsimile mail device of FIG. 5;

FIG. 7 is a flowchart showing a continuation of the basic processing of the facsimile mail device of FIG. 5;

FIG. 8 is a flowchart showing part of the operation manual request analysis process in the facsimile mail device according to the present invention.

FIG. 9 is a flowchart showing a continuation of the operation manual request analysis process of FIG. 8;

FIG. 10 is a diagram showing a system parameter storage buffer of the facsimile mail device according to the present invention.

FIG. 11 is a flowchart showing a part of operation manual editing/creation processing in the facsimile mail device according to the present invention.

FIG. 12 is a flowchart showing basic processing following the operation manual editing/creation processing of FIG. 11;

FIG. 13 is a diagram showing the status of processing steps and system parameters stored in the instruction information storage unit of the facsimile mail device according to the present invention.

FIG. 14 is a diagram showing the status of processing steps and system parameters stored in the instruction information storage unit of the facsimile mail device according to the present invention.

FIG. 15 is a diagram showing each data of an operation manual developed in the manual generation buffer of the facsimile mail device according to the present invention.

FIG. 16 is a diagram showing an operation manual edited and created according to the present invention.

FIG. 17 is a flowchart showing part of other basic processing in the facsimile mail device according to the present invention.

[Explanation of symbols]

1 Facsimile mail device 2 System control section 3 Disk control section 4 Disk control section 5 Floppy disk device 6 Hard disk device 7 Hard disk device 8 Host interface section 11 Network control section 12 Modem 13 Communication control section 14 Manual generation buffer 15 Encoding/decoding Unit 16 Channel control unit 17 Control program storage unit 18 OMR processing unit 19 Data storage unit 20 Accumulation memory 21 Instruction information storage unit 22 System information storage unit 23 Edit control unit 24 Bus control unit 25 Error history storage unit 26 Error history control Part 30 OMR sheet for operation manual request 30h
Inquiry mark 30i Voice guidance required/unnecessary mark 30j
Mail type mark 30k Time specification and specified time mark 40
a Header section 40b Character data area 40c Image data area 41 Operation manual

Claims (3)

[Claims] Claim 1: When a predetermined operation is performed on a communication terminal, operation data corresponding to the content of the operation is received from the communication terminal, and a plurality of processing steps are executed in combination according to the operation data. An operation manual creation device for a device equipped with a communication function for realizing a function, comprising a reception control means for receiving a user ID and operation data from the communication terminal, and an operation manual created from the data received by the reception control means. a data storage means for extracting and storing data necessary for the processing; an instruction information storage means for storing explanatory data of the operation contents required for each of the above-mentioned processing steps; and an analysis of the data stored in the data storage means. an editing control means for editing and creating an operation manual necessary for realizing a desired function by combining explanatory data of operation contents in each processing step stored in an instruction information storage means; Among the series of operation data, the operation errors are recorded as error history information by user I.
Search the error history storage means stored for each D and the error history information stored in the error history storage means according to the user ID received by the reception control means, and be careful about the operation error indicated by the error history information. an error history control means that generates explanatory data for each user to prompt users; and an operation manual created by the editing control means to be sent to a communication terminal in response to a request from the communication terminal; a transmission control means for transmitting;
, and retrieves the error history information of the corresponding user from the error history storage means according to the user ID received when an operation inquiry is made from the communication terminal, and generates explanatory data that calls attention to the operation error of the user. An operation manual creation device characterized by generating and transmitting an operation manual to the communication terminal before transmitting the operation manual, and creating an operation manual in response to an inquiry about the operation and transmitting it to the communication terminal. 2. When a predetermined operation is performed on a communication terminal, operation data corresponding to the content of the operation is received from the communication terminal, and a plurality of processing steps are executed in combination according to the operation data. An operation manual creation device for a device equipped with a communication function for realizing a function, comprising a reception control means for receiving a user ID and operation data from the communication terminal, and an operation manual created from the data received by the reception control means. data storage means for extracting and storing data necessary for the above-mentioned processing steps, instruction information storage means for storing explanation data of the operation contents required for each of the above-mentioned processing steps, and in order to realize each function of the device. A system information storage means for storing various system information inputted in advance, and data stored in the data storage means are analyzed to combine explanation data of operation contents at each processing step stored in the instruction information storage means. There is also an editing control means that incorporates the system information stored in the system information storage means to edit and create an operation manual necessary to realize the desired function, and a reception control means that detects operation errors among the series of operation data received by the reception control means. An error history storage means that stores error history information for each user ID, and an operation indicated by the error history information by searching the error history information stored in the error history storage means according to the user ID received by the reception control means. An error history control means for generating explanatory data for each user to call attention to errors, and a transmission control means for transmitting an operation manual created by the editing control means to the communication terminal in response to a request from the communication terminal. , Search the error history information of the corresponding user from the error history storage means in accordance with the user ID received when making an operation inquiry from the communication terminal, and generate explanatory data that calls attention to the operation error of the user. An operation manual creation device characterized by transmitting an operation manual to the communication terminal before transmitting it, and also creating an operation manual in response to an inquiry about the operation and transmitting it to the communication terminal. 3. The operation manual creation device according to claim 1, wherein the device is a facsimile mail device.