WO2015064534A1 - Electronic device - Google Patents

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Publication number
WO2015064534A1
WO2015064534A1 PCT/JP2014/078487 JP2014078487W WO2015064534A1 WO 2015064534 A1 WO2015064534 A1 WO 2015064534A1 JP 2014078487 W JP2014078487 W JP 2014078487W WO 2015064534 A1 WO2015064534 A1 WO 2015064534A1
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WO
WIPO (PCT)
Prior art keywords
image
button
user
guide
electronic device
Prior art date
Application number
PCT/JP2014/078487
Other languages
French (fr)
Japanese (ja)
Inventor
剛 辻本
主税 吉田
剛士 松下
Original Assignee
シャープ株式会社
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
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Application filed by シャープ株式会社 filed Critical シャープ株式会社
Publication of WO2015064534A1 publication Critical patent/WO2015064534A1/en

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
    • H04N21/40—Client devices specifically adapted for the reception of or interaction with content, e.g. set-top-box [STB]; Operations thereof
    • H04N21/47—End-user applications
    • H04N21/478—Supplemental services, e.g. displaying phone caller identification, shopping application
    • H04N21/4782—Web browsing, e.g. WebTV
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
    • H04N21/40—Client devices specifically adapted for the reception of or interaction with content, e.g. set-top-box [STB]; Operations thereof
    • H04N21/47—End-user applications
    • H04N21/488—Data services, e.g. news ticker
    • H04N21/4882—Data services, e.g. news ticker for displaying messages, e.g. warnings, reminders

Definitions

  • the present invention relates to an electronic device, and more particularly to an electronic device that can accept an operation from an operator via a network.
  • Patent Document 1 if a personal computer connected to the Internet does not know how to input even by guidance, a contract is made in advance by selecting a specific menu or clicking a specific button. It is disclosed that it is possible to automatically connect to an external support desk computer and to send an image of the current screen of the personal computer and receive guidance from the support desk operator while viewing the same image. .
  • the present invention has been made in view of these circumstances, and once the user has made a self-help effort to solve the problem on the help screen or the guide screen, the connection to the operator is still not possible.
  • the problem can be solved early for the user, and the operator's excessive consultation is reduced to improve efficiency. It is an object to provide an electronic device capable of performing the above.
  • a first technical means of the present invention is an electronic device that can accept an operation from an operator via a network, and includes a GUI generation unit that generates a guide image for a user.
  • the GUI generation unit generates a first guide image that does not include connection guide information to the operator and a second guide image that includes connection guide information to the operator as a guide image of an operation for the user,
  • the two guide images are generated on condition that a predetermined operation selected by the user is performed after the first guide image is generated.
  • the second technical means is characterized in that, in the first technical means, the predetermined operation is browsing of an electronic instruction manual.
  • a third technical means is characterized in that, in the first technical means, the predetermined operation is connection to a predetermined website.
  • the electronic device is a television device.
  • the electronic device is a recorder device.
  • a menu image that can be connected to an operator is generated if the problem still cannot be solved. Therefore, in the case of an elementary operation mistake or the like, the problem can be solved early for the user, and the efficiency can be improved by reducing excessive consultation on the operator side.
  • the electronic device is a television device.
  • the electronic device may be another electronic device such as a recorder device as long as it can accept an operation from an operator via a network regardless of the television device.
  • FIG. 1 is a diagram for explaining a system environment in which an electronic apparatus according to the present invention is used.
  • a television device 10 is installed in the user's home 1 as an electronic device that can be connected to the network 2 via a home network or the like.
  • the television device 10 receives various web services via the network 2.
  • the call center 4 has an operator terminal 5 installed.
  • the user operates the television device 10 to call the call center 4
  • the video viewed by the user's television device 10 is captured, and the captured image data is transferred and displayed on the operator terminal 5.
  • the operator of the call center 4 may have a conversation with the user through a telephone line or the like, explain the operation method to the user while looking at the screen of the operator terminal 5, or operate the television device 10 instead of the user. It is possible.
  • the electronic device is the recorder device 7 in the user's home 6, the video generated by the recorder device 7 is displayed on the monitor device 8 and transferred and displayed on the operator terminal 5.
  • FIG. 2 is a block diagram showing a television device as an example of the electronic apparatus according to the present invention.
  • the television device 10 includes a control unit 11 that controls the entire television device 10, an operation input unit 12 that receives operation signals from operation buttons, a remote control device (not shown), a remote control reception unit, and the like, and signals from the operation input unit 12.
  • TV operation function control unit 13 that receives and operates TV
  • broadcast reception unit 14 that receives TV broadcasts
  • GUI generation unit 15 that generates GUI (Graphical User Interface) such as subtitle display and guidance screen
  • a display control unit 16 that displays an image generated by the GUI generation unit on the display panel 17, a self-help effort flag management unit 18, a communication unit 19 that communicates with an external network, and a storage unit 20.
  • Functions such as the control unit 11, the television operation function control unit 13, the GUI generation unit 15, the display control unit 16, and the self-help effort flag management unit 18 are realized by a processor or the like mounted on the television device 10.
  • the storage unit 20 stores various application programs, data, management flags, etc., such as an Internet browser 21 for browsing a predetermined website through an Internet connection, an electronic instruction manual 22, and a self-help effort flag.
  • RAM random access memory
  • semiconductor memory such as semiconductor RAM
  • HDD Hard Disk Drive Device
  • OSD On Screen Display
  • 3A, 3B, and 3C are flowcharts for explaining the operation of an example of the electronic apparatus according to the invention.
  • a screen on which the setting menu can be selected is called by operating the remote control device, and the setting menu is selected (step S1).
  • the GUI generation unit 15 generates a setting menu image
  • the display control unit 16 displays the setting menu image 101 generated by the GUI generation unit 15 together with a normal broadcast image or AV playback image, as shown by an image 100 in FIG. Displayed on the panel 17 (step S2).
  • the control unit 11 determines whether or not the “Q & A when troubled” button 102 is selected from the setting menu image 101 of FIG. 4 (step S3).
  • the self-help effort flag management unit 18 has the self-help effort flag 23 set (value is “1”) or is reset. Is determined (value is “0”) (step S4).
  • the self-help effort flag management unit 18 generates the first guide image 110 illustrated in FIG. 5 for the GUI generation unit 15.
  • the display control unit 16 displays the first guide image 110 generated by the GUI generation unit 15 on the display panel 17 (step S5).
  • the “Q & A for trouble” button 102 corresponds to a call button on the help screen.
  • Menu processing is performed (step S46).
  • the self-help effort flag 23 is a flag indicating whether or not the user has made a self-help effort to solve the problem on the help screen or the guide screen, and is set or reset according to an operation history described later.
  • the initial value of the self-help effort flag 23 is reset to “0”.
  • the first guide image 110 shown in FIG. 5 is generated and displayed when “Q & A when troubled” is selected and the self-help effort flag is reset, and “convenient when troubled by operation of this television, We have prepared the help information. Please choose which one you want to check. "Along with the message 111 saying" Check with the operation guide "button 112 and” Check via the Internet "button 113 are displayed. Is done.
  • step S6 it is determined whether or not the user has selected the “confirm with operation guide” button 112 (step S6). If the user has selected the “confirm with operation guide” button 112, the GUI generating unit 15 performs the operation shown in FIG.
  • the guide guide image 120 is generated, and the display control unit 16 displays the operation guide guide image 120 generated by the GUI generation unit 15 on the display panel 17 (step S7).
  • the operation guide guidance image 120 “OK” is displayed together with a message 121 indicating that “the operation guide is displayed. If the operation guide does not solve the problem, please check again from the setting menu.” A button 122 is displayed.
  • the self-help effort flag management unit 18 sets the self-help effort flag 23 to the value “1” (step S8), and the display control unit 16 displays the information shown in FIG.
  • the image 110 of the electronic instruction manual 23 is displayed on the display panel 17 (step S9).
  • the display control unit 16 deletes the image of the electronic instruction manual and displays it, for example, before the user selects the setting menu in step S1.
  • the image of the broadcast program being played and the image being played are displayed as default images.
  • step S6 If the user does not select the “confirm with operation guide” button 112 (in the case of “NO”) in step S6, the process proceeds to step S10 shown in FIG. 3B, and whether or not the “confirm on the Internet” button 113 is selected. Determined.
  • the GUI generation unit 15 When the “confirm on the Internet” button 113 is selected, the GUI generation unit 15 generates the browsing method selection image 140 shown in FIG. 8, and the display control unit 16 displays the browsing method selection image 140 generated by the GUI generation unit 15. It displays on the display panel 17 (step S11).
  • a “confirm on PC / smartphone” button is displayed with a message 141 stating that “useful information is confirmed on the Internet.
  • step S10 You can also confirm on a PC, smartphone or this TV.” 142 and a “confirm on TV” button 143 are displayed. If the “Check on the Internet” button 113 is not selected in step S10 and a predetermined time has elapsed, the process proceeds to step S5, and the subsequent processing is performed.
  • step S12 it is determined whether or not the user has selected the “confirm with personal computer / smartphone” button 142 (step S12). If the “confirm with personal computer / smartphone” button 142 is selected, the GUI generating unit 15 9 is generated, and the display control unit 16 displays the URL guide image 150 generated by the GUI generation unit 15 on the display panel 17 (step S13).
  • the URL guide image 150 includes a predetermined URL and a QR code (registered trademark; the same applies to the following). “Enter the following URL into the Internet browser of a personal computer. If you have a smartphone, use the QR code as well. If the problem is not resolved even after looking at the useful information, please check again from the settings menu. "OK" button 152 is displayed.
  • the self-help effort flag management unit 18 sets the self-help effort flag 23 to the value “1” (step S14).
  • the process proceeds to step S45, and the display control unit 16 deletes the URL guide image 150.
  • the image of the broadcast program displayed on the screen and the image being reproduced are displayed as default images.
  • the “failure diagnosis navigation” image 200 shown in FIG. 14 can be viewed.
  • the “failure diagnosis navigation” image 200 is a kind of guidance image of a trouble solving service for users provided from a website.
  • step S15 it is determined whether the “Confirm on TV” button 143 is selected. If the “Confirm on TV” button 143 is selected, it is determined whether or not the network has been set (step S16).
  • the GUI generation unit 15 When the television device 10 has already been set in the network at step S16 (in the case of “YES”), the GUI generation unit 15 generates the browser display guidance image 160 shown in FIG. 10, and the display control unit 16 has the GUI generation unit 15 The generated browser display guidance image 160 is displayed on the display panel 17 (step S17). In the browser display guidance image 160, a message 161 stating that “useful information is displayed on the TV.
  • step S24 the processing after step S24 will be described later. If the “confirm on TV” button 143 is not selected in step S15 and a predetermined time has elapsed, the process proceeds to step S5, and the subsequent processing is performed.
  • step S16 when the television device 10 is not already set in the network (in the case of “NO”), the GUI generating unit 15 generates the network setting image 170 shown in FIG. 11, and the display control unit 16 is generated by the GUI generating unit 15.
  • the network setting image 170 thus displayed is displayed on the display panel 17 (step S18).
  • an “OK” button 172 and a “no home network” button 173 are displayed together with a message 171 stating that “network setting is performed in order to display useful information on the television.”
  • step S19 it is determined whether or not the user has selected the “OK” button 172 on the network setting image 170 (step S19). If the “OK” button 172 is selected (“YES” in step S19), the GUI is displayed.
  • the generation unit 15 generates the network connection image 180 shown in FIG. 12, the display control unit 16 displays the network connection image 180 generated by the GUI generation unit 15 on the display panel 17 (step S20), and the control unit 11 performs communication.
  • the unit 19 is caused to perform connection processing to the network 2 (step S21).
  • step S21 the process proceeds to step S22, and it is determined whether the network setting is completed.
  • the GUI generation unit 15 When the network setting is completed (in the case of “YES” in step S22), the GUI generation unit 15 generates the network setting completion image 190 shown in FIG. 13, and the display control unit 16 completes the network setting generated by the GUI generation unit 15.
  • the image 190 is displayed on the display panel 17 (step S23).
  • step S24 the self-help effort flag management unit 18 sets the self-help effort flag 23 to the value “1”, and then the control unit 11 activates the Internet browser 21, connects to a predetermined website, and displays the control unit. 16 displays the “failure diagnosis navigation” image 200 provided by the website shown in FIG. 14 on the display panel (step S25).
  • step S45 the control unit 11 ends the activation of the Internet browser 21, and the display control unit 16 displays the setting menu in step S1, for example.
  • the image of the broadcast program displayed before selecting and the image being reproduced are displayed as default images.
  • step S19 when the user selects the “no home network” button 173 on the network setting image 170 without selecting the “OK” button 172 (in the case of “NO”), or when the network setting cannot be performed in step S22.
  • the GUI generation unit 15 When the determination is made (in the case of “NO”), the GUI generation unit 15 generates the network setting impossible image 210 shown in FIG. 15, and the display control unit 16 displays the network setting impossible image 210 generated by the GUI generation unit 15 on the display panel. 17 (step S26).
  • an “OK” button 212 is displayed together with a message 211 saying “Network setting could not be performed. Please select another confirmation method.
  • the “OK” button 212 is selected on the network setting impossible image 210, the process proceeds to step S5, and the subsequent flow is performed.
  • step S4 shown in FIG. 3A when the self-help effort flag 23 is set (value is “1”) (in the case of “NO”), the process proceeds to step S27 shown in FIG. 3C.
  • step S27 the self-help effort flag management unit 18 instructs the GUI generation unit 15 to generate the second guide image 220 shown in FIG. 16, and the display control unit 16 generates the GUI generation unit 15.
  • the second guide image 220 is displayed on the display panel 17.
  • the second guidance image 220 is generated and displayed when “Q & A when troubled” is selected and the self-help effort flag is set, and “help information useful when troubled by operation of this TV is displayed. Please select the confirmation method.If you are not sure, the operator will respond. ”A message 221 stating“ Confirm with the operation guide ”button 222 and“ Confirm on the Internet ” "Button 223 and” consult operator "button 224 are displayed.
  • the second guide image 220 is the same as the first guide image 110 in that it has a “confirm with operation guide” button 222 and a “confirm with Internet” button 223, but the “consult operator” button. The difference is that 224 is added.
  • step S28 it is determined whether or not the “consult operator” button 224 is selected by the user, and if the “consult operator” button 224 is selected (in the case of “YES”), the network has already been set. Is determined (step S29). Further, when the “consult operator” button 224 is not selected (in the case of “NO”), processing is performed when the “confirm with operation guide” button 222 or the “confirm with Internet” button 223 is selected. The process proceeds to step S6 shown in FIG. 3A. In this case, since the self-help effort flag 23 has already been set, it is not necessary to perform the process of setting the self-help effort flag 23 in the processing after step S6.
  • the GUI generation unit 15 When the network has been set in step S29 (in the case of “YES”), the GUI generation unit 15 generates the remote support guidance image 230 shown in FIG. 17, and the display control unit 16 generates the remote support guidance image generated by the GUI generation unit 15. 230 is displayed on the display panel 17 (step S30).
  • the remote support guidance image 230 “This product is equipped with a support function via the Internet. By using this function, when the customer is in trouble, the call center operator can check the status and symptoms of the customer's equipment. An “OK” button 232 is displayed together with a message 231 that “It is possible to quickly grasp and solve the problem”.
  • step S29 When the network setting is not completed in step S29 (in the case of “NO”), the GUI generation unit 15 generates the network setting image 240 shown in FIG. 18, and the display control unit 16 displays the network setting image 240 generated by the GUI generation unit 15. The image is displayed on the display panel 17 (step S31).
  • the network setting image 240 an “OK” button 242 and a “no home network” button 243 are displayed together with a message 241 that “this product performs network setting in order to use the support function via the Internet”. Is displayed.
  • step S32 it is determined whether or not the user has selected the “OK” button 242 on the network setting image 240.
  • the GUI generation unit 15 When the user selects the “OK” button 242 (in the case of “YES” in step S32), the GUI generation unit 15 generates the network connection image 250 shown in FIG. 19, and the display control unit 16 generates the GUI generation unit 15.
  • the network connection image 250 is displayed on the display panel 17 (step S33), and the control unit 11 causes the communication unit 19 to perform connection processing to the network 2 (step S34).
  • step S34 the process proceeds to step S35 to determine whether the network setting is completed.
  • the GUI generation unit 15 When the network setting is completed (in the case of “YES” in step S35), the GUI generation unit 15 generates the network setting completion image 260 shown in FIG. 20, and the display control unit 16 completes the network setting generated by the GUI generation unit 15.
  • the image 260 is displayed on the display panel 17 (step S36).
  • an “OK” button 262 is displayed together with a message 261 that “Network setting is completed. The support function using the Internet is started.”
  • step S32 when the user selects the “no home network” button 243 without selecting the “OK” button 242 in the network setting image 240 (in the case of “NO”), or when the network setting cannot be performed in step S35.
  • the GUI generation unit 15 When the determination is made (in the case of “NO”), the GUI generation unit 15 generates a call center guidance image 270 shown in FIG. 21, and the display control unit 16 displays the call center guidance image 270 generated by the GUI generation unit 15 on the display panel 17. Displayed (step S37).
  • “Network setting could not be set. The operator will guide you by phone. Please call the following phone number. 0120-001-YYY” and a message 271 that says “OK” button 272 Is displayed.
  • step S45 When the “OK” button 272 is selected in the call center guidance image 270, the process proceeds to step S45, and the display control unit 16 deletes the call center guidance image 270, for example, before the user selects the setting menu in step S1.
  • the image of the broadcast program being displayed and the image being played are displayed as default images.
  • step S37 when the user calls the telephone number indicated by the call center guidance image 270, support by a normal telephone without remote operation by the operator is performed.
  • step S30 If the “OK” button of the remote support guidance image 230 shown in FIG. 17 is selected in step S30, or if the “OK” button of the network setting completion image 260 shown in FIG.
  • the GUI generation unit 15 generates the service use consent image 280 shown in FIG. 22, and the display control unit 16 displays the service use consent image 280 generated by the GUI generation unit 15 on the display panel 17.
  • an “I agree” button 282 and an “I don't agree” button 283 are displayed together with a message 281 relating to a disclaimer regarding remote operation via the Internet.
  • step S39 it is determined whether or not the “Agree” button 282 has been selected in the service use consent image 280 (step S39).
  • the GUI generation unit 15 When the “agree” button 282 is selected by the user, the GUI generation unit 15 generates the remote support guide image 290 shown in FIG. 23, and the display control unit 16 generates the remote support guide image 290 generated by the GUI generation unit 15. Is displayed on the display panel 17 (step S40).
  • “For support via the Internet please call the following telephone number. 0120-001-XXX If you are connected to the operator, follow the instructions and press the“ Start using the network ”button. Please proceed to the screen. ”And a“ Cancel ”button 293 are displayed.
  • step S41 it is determined whether or not the “Start using Internet” button 292 is selected in the remote support guidance image 290.
  • the “Start Using Internet” button 292 is selected, remote support by the operator for the television apparatus 10 is performed (step S42). Further, along with the remote support, the self-help effort flag management unit 18 resets the self-help effort flag 23 to the value “0” (step S43). Thereafter, when the remote support ends, the process proceeds to step S45, and the display control unit 16 deletes the image at the time of remote support, for example, the image of the broadcast program displayed before the user selects the setting menu in step S1. Or the currently playing image is displayed as the default image.
  • step S44 the GUI generation unit 15 generates the call center guidance image 300 shown in FIG. 24, and the display control unit 16 displays the call center guidance image 300 generated by the GUI generation unit 15 on the display panel 17.
  • the call center guidance image 300 “If you do not consent to use the service, you will not be able to use the support function using the Internet. The operator will guide you by phone. Please call the following phone number. 0120-001-YYY "OK" button 270 is displayed together with a message 301 indicating "".
  • step S45 When the “OK” button 301 is selected in the call center guidance image 300, the process proceeds to step S45, and the display control unit 16 deletes the call center guidance image 300, for example, before the user selects the setting menu in step S1.
  • the image of the broadcast program being displayed and the image being played are displayed as default images.
  • step S44 when the user calls the call center, support is provided by a normal phone that is not remotely operated by the operator, as in the case of calling the call center in step S37.
  • the self-help effort flag 23 is set or reset according to the operation explanation and the operation history of the guidance, and the connection guidance information to the operator is included in the guidance image of the operation guidance depending on the state of the self-help effort flag 23.
  • a first connection image that does not include the second guide image or the connection guide information to the operator is generated.
  • a self-help effort flag may be set.
  • the self-help effort flag 23 is reset when the remote support is performed in step S42, that is, when the operator terminal 5 is connected. If it is done, it can be prevented from being reset. Accordingly, when the user is troubled with the next operation and selects the “Q & A for trouble” button 102 from the setting image 100, the second guidance image 220 is displayed, so the “consult the operator” button 224 is selected. It becomes possible.
  • the self-help effort flag 23 when the self-help effort flag 23 is reset, various embodiments can be considered as the timing.
  • the self-help effort flag 23 is reset when, for example, the remote support described in the above embodiment is started as the first embodiment. Further, as the second embodiment, there is a case where the remote support is finished.
  • the self-help effort flag 23 is automatically reset, so that the user is troubled with the next operation and selects the “Q & A when troubled” button 102 from the setting image 100.
  • the first guidance image 110 is displayed, and the connection to the operator is not possible unless the user again makes self-help efforts to solve the problem on the help screen or the guide screen.
  • the operator performs a reset operation by remote operation. This is because the operator performs the reset operation, and the operator can grasp the knowledge of the operation related to the electronic device of the user through the dialogue with the user. However, if the user is a beginner in the operation of the electronic device, it is possible to maintain the state where the self-help effort flag 23 is set without performing the reset operation. Therefore, since the second guidance image 220 is displayed when the “Q & A for trouble” button 102 is selected from the setting image 100 for the beginner of operation, the “consult the operator” is displayed. The button 224 can be selected immediately.
  • the power of the television device 10 is turned off, and then the power is turned on to start up the control unit 11 as the main controller.
  • the next operation image 220 is displayed when the user selects the “Q & A for trouble” button 102 from the setting image 100 when he / she continues to use it. Therefore, the “consult operator” button 224 can be selected immediately. In other words, if you have trouble operating after turning on the power to the electronic device, once you have solved the problem by self-help, until you turn off the power, Consultation can be selected.
  • the timing for resetting the self-help effort flag 23 may be a time when a predetermined time has passed after the end of the remote support, as the fifth embodiment.
  • the predetermined time may be sufficient time for the user to check whether the problem is solved by remote support.

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  • Signal Processing (AREA)
  • User Interface Of Digital Computer (AREA)
  • Controls And Circuits For Display Device (AREA)

Abstract

Provided is an electronic device which, when a user made self-help efforts to solve a problem using a help screen, a guide screen, or the like but still cannot solve the problem, generates a menu image for encouraging connection to an operator. As an example of an electronic device, a television device (10) is configured to be able to receive an operation from an operator via a network and comprises a GUI generation unit (15) for generating a guide image for a user when the user is in trouble with an operation. The GUI generation unit (15) first generates, as an operation guide image for the user, a first guide image not including guide information relating to connection to the operator, and generates a second guide image including the guide information relating to connection to the operator provided that the user once performed a predetermined operation by which the user is considered to have made self-help efforts to solve a problem using a help screen, a guide screen, or the like.

Description

電子機器Electronics
　本発明は電子機器に関し、詳しくは、ネットワークを介してオペレータからの操作を受入れ可能な電子機器に関する。 The present invention relates to an electronic device, and more particularly to an electronic device that can accept an operation from an operator via a network.
　近年、各種電子機器の機能の充実とともに、その取扱いが複雑になってきている。このため、従来からユーザが電子機器の操作が分からずに困った場合には、取扱説明書を見たり、ヘルプデスクに電話をしてオペレータのサービスを仰いだりすることが行われている。また、ネットワークに接続されている電子機器によっては、電子取扱説明書を表示させたり、所定のウェブサイトへの接続を行うことにより、困った際のガイド画面を表示させることも行われている。 In recent years, with the enhancement of functions of various electronic devices, the handling thereof has become complicated. For this reason, conventionally, when a user is troubled without knowing how to operate an electronic device, the user sees an instruction manual or calls a help desk for an operator's service. In addition, depending on the electronic device connected to the network, an electronic instruction manual is displayed or a guide screen for trouble is displayed by connecting to a predetermined website.
　例えば、特許文献１には、インターネットに接続されたパソコンにおいて、ガイダンスによっても入力の仕方が分からない場合には、特定のメニューを選択することによって、または特定のボタンをクリックすることによって、予め契約した外部のサポートデスクのコンピュータに自動的に接続するとともに、パソコンの現在の画面の画像を送信し、同じ画像を見ながらサポートデスクのオペレータのガイダンスを受けることを可能にすることが開示されている。 For example, in Patent Document 1, if a personal computer connected to the Internet does not know how to input even by guidance, a contract is made in advance by selecting a specific menu or clicking a specific button. It is disclosed that it is possible to automatically connect to an external support desk computer and to send an image of the current screen of the personal computer and receive guidance from the support desk operator while viewing the same image. .
特開２００５－２２８０９０号公報JP 2005-228090 A
　しかしながら、ユーザの初歩的な操作ミスや、ユーザが簡単に気づくことのできる操作の場合などは、電話等でガイダンスを受けることはかえって煩わしく、オペレータとのやり取りなどで時間を要したり、別途、電話料金が必要となったりするといった問題があった。 However, in the case of a user's rudimentary operation mistake or an operation that the user can easily notice, it is troublesome to receive guidance by telephone etc., and it takes time to exchange with the operator, etc. There was a problem that telephone charges were necessary.
　本発明は、これらの実情に鑑みてなされたものであり、ユーザが一旦、ヘルプ画面やガイド画面などで問題解決のための自助努力を行った後に、それでも問題解決できない場合に、オペレータへの接続を促すようにするメニュー画像を生成することにより、初歩的な操作ミスなどの場合に、ユーザにとって早期に問題を解決することができるとともに、オペレータ側の過剰な相談を減らして効率化を図ることができる電子機器を提供することをその目的とする。 The present invention has been made in view of these circumstances, and once the user has made a self-help effort to solve the problem on the help screen or the guide screen, the connection to the operator is still not possible. By generating a menu image that prompts the user, in the case of a rudimentary operation mistake, etc., the problem can be solved early for the user, and the operator's excessive consultation is reduced to improve efficiency. It is an object to provide an electronic device capable of performing the above.
　上記課題を解決するために、本発明の第１の技術手段は、ネットワークを介してオペレータからの操作を受入れ可能な電子機器であって、ユーザに対する案内画像を生成するＧＵＩ生成部を有し、該ＧＵＩ生成部は、ユーザに対する操作の案内画像として、前記オペレータへの接続案内情報を含まない第１案内画像と、前記オペレータへの接続案内情報を含む第２案内画像とを生成し、該第２案内画像は、前記第１案内画像生成後にユーザが選択した所定の操作を行ったことを条件として生成することを特徴としたものである。 In order to solve the above-described problem, a first technical means of the present invention is an electronic device that can accept an operation from an operator via a network, and includes a GUI generation unit that generates a guide image for a user. The GUI generation unit generates a first guide image that does not include connection guide information to the operator and a second guide image that includes connection guide information to the operator as a guide image of an operation for the user, The two guide images are generated on condition that a predetermined operation selected by the user is performed after the first guide image is generated.
　第２の技術手段は、第１の技術手段において、前記所定の操作は、電子取扱説明書の閲覧であることを特徴としたものである。第３の技術手段は、第１の技術手段において、前記所定の操作は、所定のウェブサイトへの接続であることを特徴としたものである。第４の技術手段は、第１から第３のいずれか１の技術手段において、前記電子機器は、テレビジョン装置であることを特徴としたものである。第５の技術手段は、第１から第３のいずれか１の技術手段において、前記電子機器は、レコーダ装置であることを特徴としたものである。 The second technical means is characterized in that, in the first technical means, the predetermined operation is browsing of an electronic instruction manual. A third technical means is characterized in that, in the first technical means, the predetermined operation is connection to a predetermined website. According to a fourth technical means, in any one of the first to third technical means, the electronic device is a television device. According to a fifth technical means, in any one of the first to third technical means, the electronic device is a recorder device.
　本発明によれば、ユーザが一旦、ヘルプ画面やガイド画面などで問題解決のための自助努力を行った後に、それでも問題解決できない場合に、オペレータへの接続が可能となるメニュー画像を生成しているため、初歩的な操作ミスなどの場合に、ユーザにとって早期に問題を解決することができるとともに、オペレータ側の過剰な相談を減らして効率化を図ることができる。 According to the present invention, after a user makes a self-help effort for solving a problem once on a help screen or a guide screen, a menu image that can be connected to an operator is generated if the problem still cannot be solved. Therefore, in the case of an elementary operation mistake or the like, the problem can be solved early for the user, and the efficiency can be improved by reducing excessive consultation on the operator side.
本発明に係る電子機器が用いられるシステム環境を説明するための図である。It is a figure for demonstrating the system environment where the electronic device which concerns on this invention is used. 本発明に係る電子機器の一例としてテレビジョン装置を示すブロック図である。It is a block diagram which shows a television apparatus as an example of the electronic device which concerns on this invention. 本発明に係る電子機器の一例の動作説明を説明するためのフロー図である。It is a flowchart for demonstrating operation | movement description of an example of the electronic device which concerns on this invention. 本発明に係る電子機器の一例の動作説明を説明するためのフロー図であり、図３Ａの続きを示す図である。It is a flowchart for demonstrating operation | movement description of an example of the electronic device which concerns on this invention, and is a figure which shows the continuation of FIG. 3A. 本発明に係る電子機器の一例の動作説明を説明するためのフロー図であり、図３Ａの続きを示す図である。It is a flowchart for demonstrating operation | movement description of an example of the electronic device which concerns on this invention, and is a figure which shows the continuation of FIG. 3A. 本発明に係る電子機器の設定メニュー画像の一例を示す図である。It is a figure which shows an example of the setting menu image of the electronic device which concerns on this invention. 本発明に係る電子機器の第１案内画像の一例を示す図である。It is a figure which shows an example of the 1st guidance image of the electronic device which concerns on this invention. 本発明に係る電子機器の操作ガイド誘導画像の一例を示す図である。It is a figure which shows an example of the operation guide guidance image of the electronic device which concerns on this invention. 本発明に係る電子機器の電子取扱説明書の画像の一例を示す図である。It is a figure which shows an example of the image of the electronic instruction manual of the electronic device which concerns on this invention. 本発明に係る電子機器の閲覧方法選択画像の一例を示す図である。It is a figure which shows an example of the browsing method selection image of the electronic device which concerns on this invention. 本発明に係る電子機器のＵＲＬ案内画像の一例を示す図である。It is a figure which shows an example of the URL guidance image of the electronic device which concerns on this invention. 本発明に係る電子機器のブラウザ表示誘導画像の一例を示す図である。It is a figure which shows an example of the browser display guidance image of the electronic device which concerns on this invention. 本発明に係る電子機器のネットワーク設定画像の一例を示す図である。It is a figure which shows an example of the network setting image of the electronic device which concerns on this invention. 本発明に係る電子機器のネットワーク設定画像の一例を示す図である。It is a figure which shows an example of the network setting image of the electronic device which concerns on this invention. 本発明に係る電子機器のネットワーク設定完了画像の一例を示す図である。It is a figure which shows an example of the network setting completion image of the electronic device which concerns on this invention. ウェブサイトが提供する故障診断ナビ画像の一例を示す図である。It is a figure which shows an example of the failure diagnosis navigation image which a website provides. 本発明に係る電子機器のネットワーク設定不能画像の一例を示す図である。It is a figure which shows an example of the network setting impossible image of the electronic device which concerns on this invention. 本発明に係る電子機器の第２案内画像の一例を示す図である。It is a figure which shows an example of the 2nd guidance image of the electronic device which concerns on this invention. 本発明に係る電子機器の遠隔サポート誘導画像の一例を示す図である。It is a figure which shows an example of the remote support guidance image of the electronic device which concerns on this invention. 本発明に係る電子機器のネットワーク設定画像の一例を示す図である。It is a figure which shows an example of the network setting image of the electronic device which concerns on this invention. 本発明に係る電子機器のネットワーク設定画像の一例を示す図である。It is a figure which shows an example of the network setting image of the electronic device which concerns on this invention. 本発明に係る電子機器のネットワーク設定完了画像の一例を示す図である。It is a figure which shows an example of the network setting completion image of the electronic device which concerns on this invention. 本発明に係る電子機器のコールセンター案内画像の一例を示す図である。It is a figure which shows an example of the call center guidance image of the electronic device which concerns on this invention. 本発明に係る電子機器のサービス利用承諾画像の一例を示す図である。It is a figure which shows an example of the service utilization consent image of the electronic device which concerns on this invention. 本発明に係る電子機器の遠隔サポート案内画像の一例を示す図である。It is a figure which shows an example of the remote support guidance image of the electronic device which concerns on this invention. 本発明に係る電子機器のコールセンター案内画像の一例を示す図である。It is a figure which shows an example of the call center guidance image of the electronic device which concerns on this invention.
　以下、図面を参照しながら、本発明の電子機器に係る好適な実施の形態について、電子機器がテレビジョン装置の場合について説明する。なお、電子機器としては、テレビジョン装置にかかわらず、ネットワークを介してオペレータからの操作を受入れ可能な電子機器であれば、レコーダ装置など他の電子機器であってもよい。 Hereinafter, a preferred embodiment according to the electronic device of the present invention will be described with reference to the drawings in the case where the electronic device is a television device. Note that the electronic device may be another electronic device such as a recorder device as long as it can accept an operation from an operator via a network regardless of the television device.
　図１は、本発明に係る電子機器が用いられるシステム環境を説明するための図である。
　ユーザ自宅１には、ホームネットワークなどを介してネットワーク２へ接続可能な電子機器として、例えば、テレビジョン装置１０が設置されており、テレビジョン装置１０は、ネットワーク２を介して、種々のウェブサービスを提供するサーバ３やコールセンター４に接続可能となっている。 FIG. 1 is a diagram for explaining a system environment in which an electronic apparatus according to the present invention is used.
For example, a television device 10 is installed in the user's home 1 as an electronic device that can be connected to the network 2 via a home network or the like. The television device 10 receives various web services via the network 2. Can be connected to the server 3 and the call center 4 that provide the service.
　コールセンター４には、オペレータ端末５が設置されている。ユーザがテレビジョン装置１０を操作してコールセンター４を呼び出することにより、ユーザのテレビジョン装置１０で見ている映像がキャプチャーされ、キャプチャーされた画像データがオペレータ端末５に転送表示される。コールセンター４のオペレータは、電話回線等を通じてユーザと会話を行い、オペレータ端末５の画面を見ながらユーザに対して操作方法説明したり、ユーザの代わりにテレビジョン装置１０の操作を行ったりすることが可能となっている。なお、電子機器がユーザ自宅６にあるレコーダ装置７の場合も同様に、レコーダ装置７が生成した映像がモニタ装置８に表示されるとともに、オペレータ端末５に転送表示されるようになっている。 The call center 4 has an operator terminal 5 installed. When the user operates the television device 10 to call the call center 4, the video viewed by the user's television device 10 is captured, and the captured image data is transferred and displayed on the operator terminal 5. The operator of the call center 4 may have a conversation with the user through a telephone line or the like, explain the operation method to the user while looking at the screen of the operator terminal 5, or operate the television device 10 instead of the user. It is possible. Similarly, when the electronic device is the recorder device 7 in the user's home 6, the video generated by the recorder device 7 is displayed on the monitor device 8 and transferred and displayed on the operator terminal 5.
　図２は、本発明に係る電子機器の一例としてテレビジョン装置を示すブロック図である。テレビジョン装置１０は、テレビジョン装置１０の全体を制御する制御部１１、操作ボタンや図示しないリモコン装置とリモコン受信部などからの操作信号を受け付ける操作入力部１２、操作入力部１２からの信号を受けてテレビの操作を行うテレビ操作機能制御部１３、テレビ放送を受信する放送受信部１４、字幕表示やガイダンス画面などのＧＵＩ（Graphical User Interface）を生成するＧＵＩ生成部１５、受信した放送データからの映像やＧＵＩ生成部で生成した画像を表示パネル１７に表示する表示制御部１６、自助努力フラグ管理部１８、外部のネットワークとの通信を行う通信部１９、記憶部２０を備えている。制御部１１、テレビ操作機能制御部１３、ＧＵＩ生成部１５、表示制御部１６、自助努力フラグ管理部１８などの機能は、テレビジョン装置１０に実装されたプロセッサなどによって実現される。 FIG. 2 is a block diagram showing a television device as an example of the electronic apparatus according to the present invention. The television device 10 includes a control unit 11 that controls the entire television device 10, an operation input unit 12 that receives operation signals from operation buttons, a remote control device (not shown), a remote control reception unit, and the like, and signals from the operation input unit 12. TV operation function control unit 13 that receives and operates TV, broadcast reception unit 14 that receives TV broadcasts, GUI generation unit 15 that generates GUI (Graphical User Interface) such as subtitle display and guidance screen, and received broadcast data A display control unit 16 that displays an image generated by the GUI generation unit on the display panel 17, a self-help effort flag management unit 18, a communication unit 19 that communicates with an external network, and a storage unit 20. Functions such as the control unit 11, the television operation function control unit 13, the GUI generation unit 15, the display control unit 16, and the self-help effort flag management unit 18 are realized by a processor or the like mounted on the television device 10.
　記憶部２０には、インターネット接続により所定のウェブサイトを閲覧するためのインターネットブラウザ２１、電子取扱説明書２２、自助努力フラグなど、種々のアプリケーションプログラム、データ、管理フラグなどが保存されており、ＲＯＭ、ＲＡＭ、半導体メモリやＨＤＤ（ハードディスクドライブ装置）などから構成される。なお、ＯＳＤ（On Screen Display）画像として表示させるための各種ＧＵＩ画像も記憶部２０に保存されている。自助努力フラグについては、後で詳述する。 The storage unit 20 stores various application programs, data, management flags, etc., such as an Internet browser 21 for browsing a predetermined website through an Internet connection, an electronic instruction manual 22, and a self-help effort flag. RAM, semiconductor memory, HDD (Hard Disk Drive Device), etc. Various GUI images to be displayed as OSD (On Screen Display) images are also stored in the storage unit 20. The self-help effort flag will be described in detail later.
　次に、ユーザがテレビジョン装置の操作に困った際の、ユーザ操作と表示画像の遷移について説明する。図３Ａ、図３Ｂ、および、図３Ｃは、本発明に係る電子機器の一例の動作説明を説明するためのフロー図である。 Next, a description will be given of user operation and display image transition when the user is troubled with the operation of the television apparatus. 3A, 3B, and 3C are flowcharts for explaining the operation of an example of the electronic apparatus according to the invention.
　ユーザがテレビジョン装置１０の操作に困った際、例えば、リモコン装置を操作することにより設定メニューを選択可能な画面を呼び出し、設定メニューを選択する（ステップＳ１）。ＧＵＩ生成部１５は設定メニュー画像を生成し、表示制御部１６は図４の画像１００で示すように、通常の放送画像あるいはＡＶ再生画像などとともにＧＵＩ生成部１５で生成した設定メニュー画像１０１を表示パネル１７に表示する（ステップＳ２）。 When the user is troubled with the operation of the television device 10, for example, a screen on which the setting menu can be selected is called by operating the remote control device, and the setting menu is selected (step S1). The GUI generation unit 15 generates a setting menu image, and the display control unit 16 displays the setting menu image 101 generated by the GUI generation unit 15 together with a normal broadcast image or AV playback image, as shown by an image 100 in FIG. Displayed on the panel 17 (step S2).
　次に、制御部１１は、ユーザが図４の設定メニュー画像１０１の中から「困ったときのＱ＆Ａ」ボタン１０２が選択されたかどうかを判別する（ステップＳ３）。「困ったときのＱ＆Ａ」ボタン１０２が選択された場合（「ＹＥＳ」の場合）、自助努力フラグ管理部１８は自助努力フラッグ２３がセットされている（値が「１」）か、あるいはリセットされている（値が「０」）かどうかを判別する（ステップＳ４）。そして、自助努力フラグ２３がリセットされている場合（「ＹＥＳ」の場合）は、自助努力フラグ管理部１８は、ＧＵＩ生成部１５に対して、図５に示す第１案内画像１１０を生成するように指示を出し、表示制御部１６はＧＵＩ生成部１５が生成した第１案内画像１１０を表示パネル１７に表示する（ステップＳ５）。なお、「困ったときのＱ＆Ａ」ボタン１０２は、ヘルプ画面の呼び出しボタンに相当する。また、ステップＳ３において、ユーザが図４の設定メニュー画像１０１の中から「困ったときのＱ＆Ａ」ボタン１０２以外を選択した場合（ステップＳ３で「ＮＯ」の場合）は、それぞれの選択肢で示す他のメニュー処理が実施される（ステップＳ４６）。 Next, the control unit 11 determines whether or not the “Q & A when troubled” button 102 is selected from the setting menu image 101 of FIG. 4 (step S3). When the “Q & A for trouble” button 102 is selected (in the case of “YES”), the self-help effort flag management unit 18 has the self-help effort flag 23 set (value is “1”) or is reset. Is determined (value is “0”) (step S4). Then, when the self-help effort flag 23 is reset (in the case of “YES”), the self-help effort flag management unit 18 generates the first guide image 110 illustrated in FIG. 5 for the GUI generation unit 15. The display control unit 16 displays the first guide image 110 generated by the GUI generation unit 15 on the display panel 17 (step S5). The “Q & A for trouble” button 102 corresponds to a call button on the help screen. In addition, when the user selects a button other than the “Q & A when troubled” button 102 from the setting menu image 101 of FIG. 4 (in the case of “NO” in step S3) in step S3, Menu processing is performed (step S46).
　自助努力フラグ２３は、ユーザがヘルプ画面やガイド画面などで問題解決のための自助努力を行った否かを示すフラグであり、後述する動作履歴にしたがって、セットあるいはリセットされる。自助努力フラグ２３の初期値はその値が「０」でリセットされている。図５に示す第１案内画像１１０は、「困ったときのＱ＆Ａ」を選択し、自助努力フラグがリセットされている際に生成表示され、「このテレビの操作でお困りのときに便利な、お助け情報を用意しております。どちらで確認されるかお選びください。」という旨のメッセージ１１１とともに、「操作ガイドで確認」ボタン１１２と「インターネットで確認」ボタン１１３の２つのボタンが表示される。 The self-help effort flag 23 is a flag indicating whether or not the user has made a self-help effort to solve the problem on the help screen or the guide screen, and is set or reset according to an operation history described later. The initial value of the self-help effort flag 23 is reset to “0”. The first guide image 110 shown in FIG. 5 is generated and displayed when “Q & A when troubled” is selected and the self-help effort flag is reset, and “convenient when troubled by operation of this television, We have prepared the help information. Please choose which one you want to check. "Along with the message 111 saying" Check with the operation guide "button 112 and" Check via the Internet "button 113 are displayed. Is done.
　次に、ユーザが「操作ガイドで確認」ボタン１１２を選択したかどうか判別され（ステップＳ６）、ユーザが「操作ガイドで確認」ボタン１１２を選択した場合、ＧＵＩ生成部１５は図６に示す操作ガイド誘導画像１２０を生成し、表示制御部１６はＧＵＩ生成部１５が生成した操作ガイド誘導画像１２０を表示パネル１７に表示する（ステップＳ７）。操作ガイド誘導画像１２０では、「操作ガイドを表示します。操作ガイドを見ても解決しなかった場合は、お手数ですが再度設定メニューからご確認ください。」という旨のメッセージ１２１とともに、「ＯＫ」ボタン１２２が表示される。 Next, it is determined whether or not the user has selected the “confirm with operation guide” button 112 (step S6). If the user has selected the “confirm with operation guide” button 112, the GUI generating unit 15 performs the operation shown in FIG. The guide guide image 120 is generated, and the display control unit 16 displays the operation guide guide image 120 generated by the GUI generation unit 15 on the display panel 17 (step S7). In the operation guide guidance image 120, “OK” is displayed together with a message 121 indicating that “the operation guide is displayed. If the operation guide does not solve the problem, please check again from the setting menu.” A button 122 is displayed.
　操作ガイド誘導画像１２０で「ＯＫ」ボタン１２２が選択されると、自助努力フラグ管理部１８は、自助努力フラグ２３を値「１」にセットし（ステップＳ８）、表示制御部１６は、図７で示す電子取扱説明書２３の画像１１０を表示パネル１７に表示する（ステップＳ９）。ユーザが電子取扱説明書の閲覧を終了した場合は、ステップＳ４５に移り、表示制御部１６は、電子取扱説明書の画像を消去し、例えば、ユーザがステップＳ１で設定メニューを選択する前に表示していた放送番組の画像や再生中の画像をデフォルト画像として表示する。 When the “OK” button 122 is selected in the operation guide guidance image 120, the self-help effort flag management unit 18 sets the self-help effort flag 23 to the value “1” (step S8), and the display control unit 16 displays the information shown in FIG. The image 110 of the electronic instruction manual 23 is displayed on the display panel 17 (step S9). When the user finishes browsing the electronic instruction manual, the process proceeds to step S45, and the display control unit 16 deletes the image of the electronic instruction manual and displays it, for example, before the user selects the setting menu in step S1. The image of the broadcast program being played and the image being played are displayed as default images.
　ステップＳ６において、ユーザが「操作ガイドで確認」ボタン１１２を選択しなかった場合（「ＮＯ」の場合）は、図３Ｂに示すステップＳ１０へ移り、「インターネットで確認」ボタン１１３が選択されたかどうか判別される。「インターネットで確認」ボタン１１３が選択された場合は、ＧＵＩ生成部１５は図８で示す閲覧方法選択画像１４０を生成し、表示制御部１６はＧＵＩ生成部１５が生成した閲覧方法選択画像１４０を表示パネル１７に表示する（ステップＳ１１）。閲覧方法選択画像１４０では、「インターネットで、お役立ち情報を確認します。パソコンやスマホでも、このテレビでも確認することができます。」という旨のメッセージ１４１とともに、「パソコン・スマホで確認」ボタン１４２と「テレビで確認」ボタン１４３が表示される。なお、ステップＳ１０で「インターネットで確認」ボタン１１３が選択されず、所定の時間が経過した場合は、ステップＳ５に移り、以降の処理が行われる。 If the user does not select the “confirm with operation guide” button 112 (in the case of “NO”) in step S6, the process proceeds to step S10 shown in FIG. 3B, and whether or not the “confirm on the Internet” button 113 is selected. Determined. When the “confirm on the Internet” button 113 is selected, the GUI generation unit 15 generates the browsing method selection image 140 shown in FIG. 8, and the display control unit 16 displays the browsing method selection image 140 generated by the GUI generation unit 15. It displays on the display panel 17 (step S11). In the browsing method selection image 140, a “confirm on PC / smartphone” button is displayed with a message 141 stating that “useful information is confirmed on the Internet. You can also confirm on a PC, smartphone or this TV.” 142 and a “confirm on TV” button 143 are displayed. If the “Check on the Internet” button 113 is not selected in step S10 and a predetermined time has elapsed, the process proceeds to step S5, and the subsequent processing is performed.
　次に、ユーザが「パソコン・スマホで確認」ボタン１４２を選択したか否かが判別され（ステップＳ１２）、「パソコン・スマホで確認」ボタン１４２を選択された場合は、ＧＵＩ生成部１５は図９で示すＵＲＬ案内画像１５０を生成し、表示制御部１６はＧＵＩ生成部１５が生成したＵＲＬ案内画像１５０を表示パネル１７に表示する（ステップＳ１３）。ＵＲＬ案内画像１５０では、所定のＵＲＬおよびＱＲコード（登録商標。以下同様。）を含む、「以下のＵＲＬをパソコンのインターネットブラウザに入力してください。スマホをお持ちの方は、ＱＲコードからもアクセスできます。お役立ち情報を見ても解決しなかった場合は、お手数ですが再度設定メニューからご確認ください。」という旨のメッセージ１５１とともに、「ＯＫ」ボタン１５２が表示される。 Next, it is determined whether or not the user has selected the “confirm with personal computer / smartphone” button 142 (step S12). If the “confirm with personal computer / smartphone” button 142 is selected, the GUI generating unit 15 9 is generated, and the display control unit 16 displays the URL guide image 150 generated by the GUI generation unit 15 on the display panel 17 (step S13). The URL guide image 150 includes a predetermined URL and a QR code (registered trademark; the same applies to the following). “Enter the following URL into the Internet browser of a personal computer. If you have a smartphone, use the QR code as well. If the problem is not resolved even after looking at the useful information, please check again from the settings menu. "OK" button 152 is displayed.
　そして、ＵＲＬ案内画像１５０の「ＯＫ」ボタン１５２が選択されると、自助努力フラグ管理部１８は、自助努力フラグ２３を値「１」にセットする（ステップＳ１４）。また、ＵＲＬ案内画像１５０の「ＯＫ」ボタン１５２が選択されると、ステップＳ４５に移り、表示制御部１６は、ＵＲＬ案内画像１５０を消去し、例えば、ユーザがステップＳ１で設定メニューを選択する前に表示していた放送番組の画像や再生中の画像をデフォルト画像として表示する。なお、ＵＲＬ案内画像１５０の案内にしたがって、パソコンあるいはスマートフォンからＵＲＬ案内画像１５０で表示された所定のＵＲＬにアクセスした場合、図１４で示す「故障診断ナビ」画像２００を閲覧することができる。「故障診断ナビ」画像２００は、ウェブサイトから提供されるユーザ向けトラブル解決サービスのガイダンス画像の一種である。 When the “OK” button 152 of the URL guidance image 150 is selected, the self-help effort flag management unit 18 sets the self-help effort flag 23 to the value “1” (step S14). When the “OK” button 152 of the URL guide image 150 is selected, the process proceeds to step S45, and the display control unit 16 deletes the URL guide image 150. For example, before the user selects the setting menu in step S1, The image of the broadcast program displayed on the screen and the image being reproduced are displayed as default images. When a predetermined URL displayed on the URL guide image 150 is accessed from a personal computer or smartphone in accordance with the guidance of the URL guide image 150, the “failure diagnosis navigation” image 200 shown in FIG. 14 can be viewed. The “failure diagnosis navigation” image 200 is a kind of guidance image of a trouble solving service for users provided from a website.
　ステップＳ１２で「パソコン・スマホで確認」ボタン１４２が選択されなかった場合は、ステップＳ１５に移る。ステップＳ１５では、「テレビで確認」ボタン１４３が選択されたか判別され、「テレビで確認」ボタン１４３が選択された場合は、ネットワーク設定済みか否かが判断される（ステップＳ１６）。ステップＳ１６でテレビジョン装置１０が既にネットワーク設定済みの場合（「ＹＥＳ」の場合）、ＧＵＩ生成部１５は図１０で示すブラウザ表示誘導画像１６０を生成し、表示制御部１６はＧＵＩ生成部１５が生成したブラウザ表示誘導画像１６０を表示パネル１７に表示する（ステップＳ１７）。ブラウザ表示誘導画像１６０では、「テレビでお役立ち情報を表示します。お役立ち情報を見ても解決しなかった場合は、お手数ですが再度設定メニューからご確認ください。」という旨のメッセージ１６１とともに、「ＯＫ」ボタン１６２が表示される。ブラウザ表示誘導画像１６０で「ＯＫ」ボタン１６２が選択されると、ステップＳ２４へ移る。ステップＳ２４以降の処理については後述する。なお、ステップＳ１５で「テレビで確認」ボタン１４３が選択されず、所定の時間が経過した場合は、ステップＳ５に移り、以降の処理が行われる。 If the “confirm with PC / smartphone” button 142 is not selected in step S12, the process proceeds to step S15. In step S15, it is determined whether the “Confirm on TV” button 143 is selected. If the “Confirm on TV” button 143 is selected, it is determined whether or not the network has been set (step S16). When the television device 10 has already been set in the network at step S16 (in the case of “YES”), the GUI generation unit 15 generates the browser display guidance image 160 shown in FIG. 10, and the display control unit 16 has the GUI generation unit 15 The generated browser display guidance image 160 is displayed on the display panel 17 (step S17). In the browser display guidance image 160, a message 161 stating that “useful information is displayed on the TV. If you did not solve it even after seeing the useful information, please check again from the settings menu.” , An “OK” button 162 is displayed. When the “OK” button 162 is selected in the browser display guidance image 160, the process proceeds to step S24. The processing after step S24 will be described later. If the “confirm on TV” button 143 is not selected in step S15 and a predetermined time has elapsed, the process proceeds to step S5, and the subsequent processing is performed.
　ステップＳ１６において、テレビジョン装置１０がネットワーク設定済みでない場合（「ＮＯ」の場合）、ＧＵＩ生成部１５は図１１で示すネットワーク設定画像１７０を生成し、表示制御部１６はＧＵＩ生成部１５が生成したネットワーク設定画像１７０を表示パネル１７に表示する（ステップＳ１８）。ネットワーク設定画像１７０では、「テレビでお役立ち情報を表示するために、ネットワーク設定を行います。」という旨のメッセージ１７１とともに、「ＯＫ」ボタン１７２と「ホームネットワークなし」ボタン１７３が表示される。 In step S16, when the television device 10 is not already set in the network (in the case of “NO”), the GUI generating unit 15 generates the network setting image 170 shown in FIG. 11, and the display control unit 16 is generated by the GUI generating unit 15. The network setting image 170 thus displayed is displayed on the display panel 17 (step S18). In the network setting image 170, an “OK” button 172 and a “no home network” button 173 are displayed together with a message 171 stating that “network setting is performed in order to display useful information on the television.”
　次に、ユーザがネットワーク設定画像１７０で「ＯＫ」ボタン１７２を選択したか否かが判別され（ステップＳ１９）、「ＯＫ」ボタン１７２を選択した場合（ステップＳ１９で「ＹＥＳ」の場合）、ＧＵＩ生成部１５は図１２で示すネットワーク接続画像１８０を生成し、表示制御部１６はＧＵＩ生成部１５が生成したネットワーク接続画像１８０を表示パネル１７に表示する（ステップＳ２０）とともに、制御部１１は通信部１９に対してネットワーク２への接続処理を行わせる（ステップＳ２１）。 Next, it is determined whether or not the user has selected the “OK” button 172 on the network setting image 170 (step S19). If the “OK” button 172 is selected (“YES” in step S19), the GUI is displayed. The generation unit 15 generates the network connection image 180 shown in FIG. 12, the display control unit 16 displays the network connection image 180 generated by the GUI generation unit 15 on the display panel 17 (step S20), and the control unit 11 performs communication. The unit 19 is caused to perform connection processing to the network 2 (step S21).
　ステップＳ２１の後、ステップＳ２２へ移り、ネットワーク設定が完了したかどうか判別される。ネットワーク設定が完了した場合（ステップＳ２２で「ＹＥＳ」の場合）、ＧＵＩ生成部１５は図１３で示すネットワーク設定完了画像１９０を生成し、表示制御部１６はＧＵＩ生成部１５が生成したネットワーク設定完了画像１９０を表示パネル１７に表示する（ステップＳ２３）。ネットワーク設定完了画像１９０では、「ネットワーク設定が完了しました。テレビでお役立ち情報を表示します。お役立ち情報を見ても解決しなかった場合は、お手数ですが再度設定メニューからご確認ください。」という旨のメッセージ１９１とともに、「ＯＫ」ボタン１９２が表示される。 After step S21, the process proceeds to step S22, and it is determined whether the network setting is completed. When the network setting is completed (in the case of “YES” in step S22), the GUI generation unit 15 generates the network setting completion image 190 shown in FIG. 13, and the display control unit 16 completes the network setting generated by the GUI generation unit 15. The image 190 is displayed on the display panel 17 (step S23). In the network setting completion image 190, “Network setting is complete. Useful information will be displayed on the TV. If the useful information is not resolved, please check again from the settings menu. "OK" button 192 is displayed together with a message 191 indicating "."
　そして、ステップＳ２３で「ＯＫ」ボタン１９２が選択されると、ステップＳ２４へ移る。ステップＳ２４では、自助努力フラグ管理部１８は、自助努力フラグ２３を値「１」にセットし、その後、制御部１１はインターネットブラウザ２１を起動し、所定のウェブサイトに接続するとともに、表示制御部１６は、ウェブサイトが提供する図１４で示す「故障診断ナビ」画像２００を表示パネルに表示する（ステップＳ２５）。ユーザが「故障診断ナビ」画像２００の閲覧を終了した場合は、ステップＳ４５に移り、制御部１１はインターネットブラウザ２１の起動を終了し、表示制御部１６は、例えば、ユーザがステップＳ１で設定メニューを選択する前に表示していた放送番組の画像や再生中の画像をデフォルト画像として表示する。 When the “OK” button 192 is selected in step S23, the process proceeds to step S24. In step S24, the self-help effort flag management unit 18 sets the self-help effort flag 23 to the value “1”, and then the control unit 11 activates the Internet browser 21, connects to a predetermined website, and displays the control unit. 16 displays the “failure diagnosis navigation” image 200 provided by the website shown in FIG. 14 on the display panel (step S25). When the user finishes browsing the “failure diagnosis navigation” image 200, the process proceeds to step S45, where the control unit 11 ends the activation of the Internet browser 21, and the display control unit 16 displays the setting menu in step S1, for example. The image of the broadcast program displayed before selecting and the image being reproduced are displayed as default images.
　ステップＳ１９において、ユーザがネットワーク設定画像１７０で「ＯＫ」ボタン１７２を選択せずに「ホームネットワークなし」ボタン１７３を選択した場合（「ＮＯ」の場合）、あるいは、ステップＳ２２でネットワーク設定ができないと判別された場合（「ＮＯ」の場合）、ＧＵＩ生成部１５は図１５で示すネットワーク設定不能画像２１０を生成し、表示制御部１６はＧＵＩ生成部１５が生成したネットワーク設定不能画像２１０を表示パネル１７に表示する（ステップＳ２６）。ネットワーク設定不能画像２１０では、「ネットワーク設定ができませんでした。恐れ入りますが、他の確認方法をお選びください。」という旨のメッセージ２１１とともに、「ＯＫ」ボタン２１２が表示される。ネットワーク設定不能画像２１０で、「ＯＫ」ボタン２１２が選択されると、ステップＳ５へ移り、以降のフローが実施される。 In step S19, when the user selects the “no home network” button 173 on the network setting image 170 without selecting the “OK” button 172 (in the case of “NO”), or when the network setting cannot be performed in step S22. When the determination is made (in the case of “NO”), the GUI generation unit 15 generates the network setting impossible image 210 shown in FIG. 15, and the display control unit 16 displays the network setting impossible image 210 generated by the GUI generation unit 15 on the display panel. 17 (step S26). In the image 210 incapable of network setting, an “OK” button 212 is displayed together with a message 211 saying “Network setting could not be performed. Please select another confirmation method. When the “OK” button 212 is selected on the network setting impossible image 210, the process proceeds to step S5, and the subsequent flow is performed.
　次に、図３Ａで示すステップＳ４において、自助努力フラグ２３がセット（値が「１」）されている場合（「ＮＯ」の場合）は、図３Ｃに示すステップＳ２７に移る。ステップＳ２７では、自助努力フラグ管理部１８は、ＧＵＩ生成部１５に対して、図１６に示す第２案内画像２２０を生成するように指示を出し、表示制御部１６はＧＵＩ生成部１５が生成した第２案内画像２２０を表示パネル１７に表示する。 Next, in step S4 shown in FIG. 3A, when the self-help effort flag 23 is set (value is “1”) (in the case of “NO”), the process proceeds to step S27 shown in FIG. 3C. In step S27, the self-help effort flag management unit 18 instructs the GUI generation unit 15 to generate the second guide image 220 shown in FIG. 16, and the display control unit 16 generates the GUI generation unit 15. The second guide image 220 is displayed on the display panel 17.
　第２案内画像２２０は、「困ったときのＱ＆Ａ」を選択し、自助努力フラグがセットされている際に生成表示され、「このテレビの操作でお困りのときに便利な、お助け情報を用意しております。どちらで確認されるかお選びください。どうしてもご不明な場合は、オペレータが対応いたします。」という旨のメッセージ２２１とともに、「操作ガイドで確認」ボタン２２２と「インターネットで確認」ボタン２２３と「オペレータに相談」ボタン２２４の３つのボタンが表示される。第２案内画像２２０は、第１案内画像１１０に比べて、「操作ガイドで確認」ボタン２２２と「インターネットで確認」ボタン２２３を有している点は同じであるが、「オペレータに相談」ボタン２２４が追加されて点で異なっている。 The second guidance image 220 is generated and displayed when “Q & A when troubled” is selected and the self-help effort flag is set, and “help information useful when troubled by operation of this TV is displayed. Please select the confirmation method.If you are not sure, the operator will respond. ”A message 221 stating“ Confirm with the operation guide ”button 222 and“ Confirm on the Internet ” "Button 223 and" consult operator "button 224 are displayed. The second guide image 220 is the same as the first guide image 110 in that it has a “confirm with operation guide” button 222 and a “confirm with Internet” button 223, but the “consult operator” button. The difference is that 224 is added.
　ステップＳ２７からステップＳ２８に移り、ユーザによって「オペレータに相談」ボタン２２４が選択されたかどうかが判別され、「オペレータに相談」ボタン２２４が選択された場合（「ＹＥＳ」の場合）は、ネットワーク設定済みか否かが判断される（ステップＳ２９）。また、「オペレータに相談」ボタン２２４が選択されなかった場合（「ＮＯ」の場合）は、「操作ガイドで確認」ボタン２２２あるいは「インターネットで確認」ボタン２２３が選択された際の処理を行うため、図３Ａに示すステップＳ６に進む。この場合、既に自助努力フラッグ２３はセット済みであるため、ステップＳ６以降の処理において、自助努力フラッグ２３をセットする処理は行う必要はない。 When the process proceeds from step S27 to step S28, it is determined whether or not the “consult operator” button 224 is selected by the user, and if the “consult operator” button 224 is selected (in the case of “YES”), the network has already been set. Is determined (step S29). Further, when the “consult operator” button 224 is not selected (in the case of “NO”), processing is performed when the “confirm with operation guide” button 222 or the “confirm with Internet” button 223 is selected. The process proceeds to step S6 shown in FIG. 3A. In this case, since the self-help effort flag 23 has already been set, it is not necessary to perform the process of setting the self-help effort flag 23 in the processing after step S6.
　ステップＳ２９においてネットワーク設定済みの場合（「ＹＥＳ」の場合）、ＧＵＩ生成部１５は図１７で示す遠隔サポート誘導画像２３０を生成し、表示制御部１６はＧＵＩ生成部１５が生成した遠隔サポート誘導画像２３０を表示パネル１７に表示する（ステップＳ３０）。遠隔サポート誘導画像２３０では、「本製品はインターネットを経由したサポート機能を搭載しています。本機能を利用する事により、お客様がお困りの際、コールセンターのオペレータがお客様の機器の状態や症状を迅速に把握し、解決する事ができます。」という旨のメッセージ２３１とともに、「ＯＫ」ボタン２３２が表示される。 When the network has been set in step S29 (in the case of “YES”), the GUI generation unit 15 generates the remote support guidance image 230 shown in FIG. 17, and the display control unit 16 generates the remote support guidance image generated by the GUI generation unit 15. 230 is displayed on the display panel 17 (step S30). In the remote support guidance image 230, “This product is equipped with a support function via the Internet. By using this function, when the customer is in trouble, the call center operator can check the status and symptoms of the customer's equipment. An “OK” button 232 is displayed together with a message 231 that “It is possible to quickly grasp and solve the problem”.
　ステップＳ２９においてネットワーク設定済みでない場合（「ＮＯ」の場合）、ＧＵＩ生成部１５は図１８で示すネットワーク設定画像２４０を生成し、表示制御部１６はＧＵＩ生成部１５が生成したネットワーク設定画像２４０を表示パネル１７に表示する（ステップＳ３１）。ネットワーク設定画像２４０では、「本製品はインターネットを経由したサポート機能を利用するために、ネットワーク設定を行います。」という旨のメッセージ２４１とともに、「ＯＫ」ボタン２４２と「ホームネットワークなし」ボタン２４３が表示される。 When the network setting is not completed in step S29 (in the case of “NO”), the GUI generation unit 15 generates the network setting image 240 shown in FIG. 18, and the display control unit 16 displays the network setting image 240 generated by the GUI generation unit 15. The image is displayed on the display panel 17 (step S31). In the network setting image 240, an “OK” button 242 and a “no home network” button 243 are displayed together with a message 241 that “this product performs network setting in order to use the support function via the Internet”. Is displayed.
　次に、ステップＳ３１の後、ステップＳ３２に移り、ユーザがネットワーク設定画像２４０で「ＯＫ」ボタン２４２を選択したか否かが判別される。ユーザが「ＯＫ」ボタン２４２を選択した場合（ステップＳ３２で「ＹＥＳ」の場合）、ＧＵＩ生成部１５は図１９で示すネットワーク接続画像２５０を生成し、表示制御部１６はＧＵＩ生成部１５が生成したネットワーク接続画像２５０を表示パネル１７に表示する（ステップＳ３３）とともに、制御部１１は通信部１９に対してネットワーク２への接続処理を行わせる（ステップＳ３４）。 Next, after step S31, the process proceeds to step S32, where it is determined whether or not the user has selected the “OK” button 242 on the network setting image 240. When the user selects the “OK” button 242 (in the case of “YES” in step S32), the GUI generation unit 15 generates the network connection image 250 shown in FIG. 19, and the display control unit 16 generates the GUI generation unit 15. The network connection image 250 is displayed on the display panel 17 (step S33), and the control unit 11 causes the communication unit 19 to perform connection processing to the network 2 (step S34).
　ステップＳ３４の後、ステップＳ３５へ移り、ネットワーク設定が完了したかどうか判別される。ネットワーク設定が完了した場合（ステップＳ３５で「ＹＥＳ」の場合）、ＧＵＩ生成部１５は図２０で示すネットワーク設定完了画像２６０を生成し、表示制御部１６はＧＵＩ生成部１５が生成したネットワーク設定完了画像２６０を表示パネル１７に表示する（ステップＳ３６）。ネットワーク設定完了画像２６０では、「ネットワーク設定が完了しました。インターネットを用いたサポート機能を開始します。」という旨のメッセージ２６１とともに、「ＯＫ」ボタン２６２が表示される。 After step S34, the process proceeds to step S35 to determine whether the network setting is completed. When the network setting is completed (in the case of “YES” in step S35), the GUI generation unit 15 generates the network setting completion image 260 shown in FIG. 20, and the display control unit 16 completes the network setting generated by the GUI generation unit 15. The image 260 is displayed on the display panel 17 (step S36). In the network setting completion image 260, an “OK” button 262 is displayed together with a message 261 that “Network setting is completed. The support function using the Internet is started.”
　ステップＳ３２において、ユーザがネットワーク設定画像２４０で「ＯＫ」ボタン２４２を選択せずに「ホームネットワークなし」ボタン２４３を選択した場合（「ＮＯ」の場合）、あるいは、ステップＳ３５でネットワーク設定ができないと判別された場合（「ＮＯ」の場合）、ＧＵＩ生成部１５は図２１で示すコールセンター案内画像２７０を生成し、表示制御部１６はＧＵＩ生成部１５が生成したコールセンター案内画像２７０を表示パネル１７に表示する（ステップＳ３７）。コールセンター案内画像２７０では、「ネットワーク設定ができませんでした。オペレータが電話でご案内いたします。下記の電話番号に電話ください。０１２０－００１－ＹＹＹ」という旨のメッセージ２７１とともに、「ＯＫ」ボタン２７２が表示される。 In step S32, when the user selects the “no home network” button 243 without selecting the “OK” button 242 in the network setting image 240 (in the case of “NO”), or when the network setting cannot be performed in step S35. When the determination is made (in the case of “NO”), the GUI generation unit 15 generates a call center guidance image 270 shown in FIG. 21, and the display control unit 16 displays the call center guidance image 270 generated by the GUI generation unit 15 on the display panel 17. Displayed (step S37). In the call center guide image 270, “Network setting could not be set. The operator will guide you by phone. Please call the following phone number. 0120-001-YYY” and a message 271 that says “OK” button 272 Is displayed.
　コールセンター案内画像２７０で、「ＯＫ」ボタン２７２が選択されると、ステップＳ４５に移り、表示制御部１６は、コールセンター案内画像２７０を消去し、例えば、ユーザがステップＳ１で設定メニューを選択する前に表示していた放送番組の画像や再生中の画像をデフォルト画像として表示する。なお、ステップＳ３７で、ユーザがコールセンター案内画像２７０で示された電話番号に電話をした場合は、オペレータによる遠隔操作を行わない通常の電話によるサポートが行われる。 When the “OK” button 272 is selected in the call center guidance image 270, the process proceeds to step S45, and the display control unit 16 deletes the call center guidance image 270, for example, before the user selects the setting menu in step S1. The image of the broadcast program being displayed and the image being played are displayed as default images. In step S37, when the user calls the telephone number indicated by the call center guidance image 270, support by a normal telephone without remote operation by the operator is performed.
　ステップＳ３０において図１７に示す遠隔サポート誘導画像２３０の「ＯＫ」ボタンが選択された場合、あるいは、ステップＳ３６において図２０で示すネットワーク設定完了画像２６０の「ＯＫ」ボタンが選択された場合は、ステップＳ３８に移り、ＧＵＩ生成部１５は図２２で示すサービス利用承諾画像２８０を生成し、表示制御部１６はＧＵＩ生成部１５が生成したサービス利用承諾画像２８０を表示パネル１７に表示する。サービス利用承諾画像２８０では、インターネットを経由した遠隔操作に関する免責事項に関するメッセージ２８１とともに、「同意する」ボタン２８２と「同意しない」ボタン２８３が表示される。 If the “OK” button of the remote support guidance image 230 shown in FIG. 17 is selected in step S30, or if the “OK” button of the network setting completion image 260 shown in FIG. In S38, the GUI generation unit 15 generates the service use consent image 280 shown in FIG. 22, and the display control unit 16 displays the service use consent image 280 generated by the GUI generation unit 15 on the display panel 17. In the service use consent image 280, an “I agree” button 282 and an “I don't agree” button 283 are displayed together with a message 281 relating to a disclaimer regarding remote operation via the Internet.
　次に、サービス利用承諾画像２８０において「同意する」ボタン２８２が選択されたか否かが判別される（ステップＳ３９）。ユーザによって「同意する」ボタン２８２が選択された場合は、ＧＵＩ生成部１５は図２３で示す遠隔サポート案内画像２９０を生成し、表示制御部１６はＧＵＩ生成部１５が生成した遠隔サポート案内画像２９０を表示パネル１７に表示する（ステップＳ４０）。遠隔サポート案内画像２９０では、「インターネットを経由したサポートのため、下記の電話番号に電話ください。０１２０－００１－ＸＸＸ　オペレータと電話が繋がりましたら、その指示に従い、「ネット利用開始」ボタンを押して次の画面にお進みください。」という旨のメッセージ２９１とともに、「ネット利用開始」ボタン２９２と「キャンセル」ボタン２９３が表示される。 Next, it is determined whether or not the “Agree” button 282 has been selected in the service use consent image 280 (step S39). When the “agree” button 282 is selected by the user, the GUI generation unit 15 generates the remote support guide image 290 shown in FIG. 23, and the display control unit 16 generates the remote support guide image 290 generated by the GUI generation unit 15. Is displayed on the display panel 17 (step S40). In the remote support guide image 290, “For support via the Internet, please call the following telephone number. 0120-001-XXX If you are connected to the operator, follow the instructions and press the“ Start using the network ”button. Please proceed to the screen. ”And a“ Cancel ”button 293 are displayed.
　次に、ステップＳ４１に進み、遠隔サポート案内画像２９０で「ネット利用開始」ボタン２９２が選択されたか否かが判別される。「ネット利用開始」ボタン２９２が選択された場合は、テレビジョン装置１０に対するオペレータによる遠隔サポートが実施される（ステップＳ４２）。また、遠隔サポートの実施とともに、自助努力フラグ管理部１８は、自助努力フラグ２３を値「０」にリセットする（ステップＳ４３）。その後、遠隔サポートが終了すると、ステップＳ４５に移り、表示制御部１６は、遠隔サポート時の画像を消去し、例えば、ユーザがステップＳ１で設定メニューを選択する前に表示していた放送番組の画像や再生中の画像をデフォルト画像として表示する。 Next, the process proceeds to step S41, and it is determined whether or not the “Start using Internet” button 292 is selected in the remote support guidance image 290. When the “Start Using Internet” button 292 is selected, remote support by the operator for the television apparatus 10 is performed (step S42). Further, along with the remote support, the self-help effort flag management unit 18 resets the self-help effort flag 23 to the value “0” (step S43). Thereafter, when the remote support ends, the process proceeds to step S45, and the display control unit 16 deletes the image at the time of remote support, for example, the image of the broadcast program displayed before the user selects the setting menu in step S1. Or the currently playing image is displayed as the default image.
　ステップＳ３９において、サービス利用承諾画像２８０の「同意しない」ボタン２８３が選択された場合（「ＮＯ」の場合）、あるいは、ステップＳ４１において、遠隔サポート案内画像２９０で「キャンセル」ボタン２９３が選択された場合、ステップＳ４４へ進み、ＧＵＩ生成部１５は図２４で示すコールセンター案内画像３００を生成し、表示制御部１６はＧＵＩ生成部１５が生成したコールセンター案内画像３００を表示パネル１７に表示する。コールセンター案内画像３００では、「サービス利用承諾を頂けない場合、インターネットを利用したサポート機能はご利用いただくことができません。オペレータが電話でご案内いたします。下記の電話番号に電話ください。０１２０－００１－ＹＹＹ」という旨のメッセージ３０１とともに、「ＯＫ」ボタン２７０が表示される。 When the “disagree” button 283 of the service use consent image 280 is selected in step S39 (in the case of “NO”), or the “cancel” button 293 is selected in the remote support guidance image 290 in step S41. In step S44, the GUI generation unit 15 generates the call center guidance image 300 shown in FIG. 24, and the display control unit 16 displays the call center guidance image 300 generated by the GUI generation unit 15 on the display panel 17. In the call center guidance image 300, “If you do not consent to use the service, you will not be able to use the support function using the Internet. The operator will guide you by phone. Please call the following phone number. 0120-001-YYY "OK" button 270 is displayed together with a message 301 indicating "".
　コールセンター案内画像３００で、「ＯＫ」ボタン３０１が選択されると、ステップＳ４５に移り、表示制御部１６は、コールセンター案内画像３００を消去し、例えば、ユーザがステップＳ１で設定メニューを選択する前に表示していた放送番組の画像や再生中の画像をデフォルト画像として表示する。なお、ステップＳ４４で、ユーザがコールセンターに電話をした場合は、ステップＳ３７でコールセンターに電話をした場合と同様に、オペレータによる遠隔操作を行わない通常の電話でのサポートが行われる。 When the “OK” button 301 is selected in the call center guidance image 300, the process proceeds to step S45, and the display control unit 16 deletes the call center guidance image 300, for example, before the user selects the setting menu in step S1. The image of the broadcast program being displayed and the image being played are displayed as default images. In step S44, when the user calls the call center, support is provided by a normal phone that is not remotely operated by the operator, as in the case of calling the call center in step S37.
（その他の実施形態）
　以上、上記の実施形態では、操作説明やガイダンスの動作履歴にしたがって、自助努力フラグ２３がセットまたはリセットされ、自助努力フラグ２３の状態によって、操作案内の案内画像にオペレータへの接続案内情報を含む第２案内画像やオペレータへの接続案内情報を含まない第１接続画像が生成される。そして、上記の実施形態では、ステップＳ７で操作ガイド誘導画像１２０の「ＯＫ」ボタン１２２が選択された場合、ステップＳ１３でＵＲＬ案内画像１５０の「ＯＫ」ボタン１５２が選択された場合、および、ステップＳ２３でネットワーク設定完了画像１９０の「ＯＫ」ボタン１９２が選択された場合に、自助努力フラグがリセットの状態からセットされることとしているが、電子機器に他のサポート機能が備わっている場合には、ユーザが一旦、問題解決のための自助努力を行った場合に、自助努力フラグをセットするようにしてもよい。これにより、ユーザが上記実施形態で説明した以外のサポート機能を利用して問題解決を行ったが解決できない場合に、オペレータへの接続を促すメニュー画像が表示されることになる。 (Other embodiments)
As described above, in the above-described embodiment, the self-help effort flag 23 is set or reset according to the operation explanation and the operation history of the guidance, and the connection guidance information to the operator is included in the guidance image of the operation guidance depending on the state of the self-help effort flag 23. A first connection image that does not include the second guide image or the connection guide information to the operator is generated. In the above embodiment, when the “OK” button 122 of the operation guide guidance image 120 is selected at step S7, when the “OK” button 152 of the URL guide image 150 is selected at step S13, When the “OK” button 192 of the network setting completion image 190 is selected in S23, the self-help effort flag is set from the reset state. However, if the electronic device has another support function, Once the user makes a self-help effort to solve the problem, a self-help effort flag may be set. As a result, when the user solves the problem using a support function other than that described in the above embodiment but cannot solve the problem, a menu image that prompts connection to the operator is displayed.
　また、上記の実施形態では、ステップＳ４２で遠隔サポートが実施されたこと、すなわち、オペレータ端末５と接続されたことによって、自助努力フラグ２３をリセットするようにしているが、一旦自助努力フラグがセットされれば、リセットされることがないようにすることも可能である。これにより、ユーザが次回操作に困り、設定画像１００から「困ったときのＱ＆Ａ」ボタン１０２を選択した場合に、第２案内画像２２０が表示されるため、「オペレータに相談」ボタン２２４を選択することが可能になる。 In the above embodiment, the self-help effort flag 23 is reset when the remote support is performed in step S42, that is, when the operator terminal 5 is connected. If it is done, it can be prevented from being reset. Accordingly, when the user is troubled with the next operation and selects the “Q & A for trouble” button 102 from the setting image 100, the second guidance image 220 is displayed, so the “consult the operator” button 224 is selected. It becomes possible.
　また、自助努力フラグ２３をリセットする場合は、そのタイミングとしては、種々の実施形態が考えられる。自助努力フラグ２３のリセットは、例えば、第１の実施形態として、上記の実施形態で説明した、遠隔サポートが開始されたときが挙げられる。また、第２の実施形態として、遠隔サポートの実施が終了したときが挙げられる。これにより、第１、第２の実施形態はともに自動的に自助努力フラグ２３がリセットされるため、ユーザが次回操作に困り、設定画像１００から「困ったときのＱ＆Ａ」ボタン１０２を選択した場合は、第１案内画像１１０が表示され、再度、ユーザがヘルプ画面やガイド画面などで問題解決のための自助努力を行った後でなければ、オペレータへの接続が可能とならない。 Further, when the self-help effort flag 23 is reset, various embodiments can be considered as the timing. The self-help effort flag 23 is reset when, for example, the remote support described in the above embodiment is started as the first embodiment. Further, as the second embodiment, there is a case where the remote support is finished. As a result, in both the first and second embodiments, the self-help effort flag 23 is automatically reset, so that the user is troubled with the next operation and selects the “Q & A when troubled” button 102 from the setting image 100. The first guidance image 110 is displayed, and the connection to the operator is not possible unless the user again makes self-help efforts to solve the problem on the help screen or the guide screen.
　第３の実施形態として、遠隔操作によってオペレータがリセット操作を行ったときが挙げられる。これは、オペレータがリセット操作を行うものであり、オペレータがユーザとの対話を通じて、ユーザの電子機器に関する操作の知識などを把握することができるため、ある程度の知識を有しているユーザに対してはリセットを行うが、電子機器の操作について初心者であればリセット操作を行わないで自助努力フラグ２３をセットした状態を維持させることも可能となる。そのため、操作の初心者に対しては、次回操作に困り、設定画像１００から「困ったときのＱ＆Ａ」ボタン１０２を選択した場合に、第２案内画像２２０が表示されるため、「オペレータに相談」ボタン２２４をすぐに選択することが可能になる。 As a third embodiment, there is a case where the operator performs a reset operation by remote operation. This is because the operator performs the reset operation, and the operator can grasp the knowledge of the operation related to the electronic device of the user through the dialogue with the user. However, if the user is a beginner in the operation of the electronic device, it is possible to maintain the state where the self-help effort flag 23 is set without performing the reset operation. Therefore, since the second guidance image 220 is displayed when the “Q & A for trouble” button 102 is selected from the setting image 100 for the beginner of operation, the “consult the operator” is displayed. The button 224 can be selected immediately.
　第４の実施形態として、遠隔サポート終了後に、テレビジョン装置１０の電源をオフした後、更に電源をオンすることによりメインコントローラである制御部１１を立ち上げたときが挙げられる。これにより、ユーザは電子機器の電源をオフせずに使用を続ける場合は、次回操作に困り、設定画像１００から「困ったときのＱ＆Ａ」ボタン１０２を選択すると、第２案内画像２２０が表示されるため、すぐに「オペレータに相談」ボタン２２４を選択することが可能になる。すなわち、電子機器の電源投入後に操作に困った際に、一旦自助努力によって問題解決を図った後は、電源をオフするまで、次回操作に困った際に自助努力を行うことなく、オペレータへの相談を選択することが可能となる。 As a fourth embodiment, after remote support is completed, the power of the television device 10 is turned off, and then the power is turned on to start up the control unit 11 as the main controller. As a result, when the user continues using the electronic device without turning off the power, the next operation image 220 is displayed when the user selects the “Q & A for trouble” button 102 from the setting image 100 when he / she continues to use it. Therefore, the “consult operator” button 224 can be selected immediately. In other words, if you have trouble operating after turning on the power to the electronic device, once you have solved the problem by self-help, until you turn off the power, Consultation can be selected.
　さらに、自助努力フラグ２３をリセットするタイミングとしては、第５の実施形態として、遠隔サポートの終了後、所定の時間が経過したときであってもよい。この場合、所定の時間は、ユーザが遠隔サポートによって問題の解決がなされているかどうかを確認するために見込まれる十分な時間であってよい。これにより、ユーザが関係する問題について再度遠隔サポートを受けたい場合に、自助努力の過程を踏むことなくスムーズに遠隔サポートを受けることが可能となる。 Furthermore, the timing for resetting the self-help effort flag 23 may be a time when a predetermined time has passed after the end of the remote support, as the fifth embodiment. In this case, the predetermined time may be sufficient time for the user to check whether the problem is solved by remote support. As a result, when the user wants to receive remote support again for a problem related to the user, the remote support can be smoothly received without going through the self-help efforts.
１、６…ユーザ自宅、２…ネットワーク、３…サーバ、４…コールセンター、５…オペレータ端末、７…デコーダ装置、８…モニタ装置、１０…テレビジョン装置、１１…制御部、１２…操作入力部、１３…テレビ操作機能制御部、１４…放送受信部、１５…ＧＵＩ生成部、１６…表示制御部、１７…表示パネル、１８…自助努力管理部、１９…通信部、２０…記憶部、２１…インターネットブラウザ、２２…電子取扱説明書、２３…自助努力フラグ、１００…設定メニュー画像、１１０…第１案内画像、１２０…操作ガイド誘導画像、１３０…電子取扱説明書の画像、１４０…閲覧方法選択画像、１５０…ＵＲＬ案内画像、１６０…ブラウザ表示誘導画像、１７０…ネットワーク設定画像、１８０…ネットワーク接続画像、１９０…ネットワーク設定完了画像、２００…故障診断ナビ画像、２１０…ネットワーク設定不能画像、２２０…第２案内画像、２３０…遠隔サポート誘導画像、２４０…ネットワーク設定画像、２５０…ネットワーク接続画像、２６０…のネットワーク設定完了画像、２７０…コールセンター案内画像、２８０…サービス利用承諾画像、２９０…遠隔サポート案内画像、３００…コールセンター案内画像。 DESCRIPTION OF SYMBOLS 1,6 ... User home, 2 ... Network, 3 ... Server, 4 ... Call center, 5 ... Operator terminal, 7 ... Decoder device, 8 ... Monitor device, 10 ... Television apparatus, 11 ... Control part, 12 ... Operation input part , 13 ... TV operation function control unit, 14 ... Broadcast reception unit, 15 ... GUI generation unit, 16 ... Display control unit, 17 ... Display panel, 18 ... Self-help effort management unit, 19 ... Communication unit, 20 ... Storage unit, 21 ... Internet browser, 22 ... Electronic instruction manual, 23 ... Self-help effort flag, 100 ... Setting menu image, 110 ... First guide image, 120 ... Operation guide guidance image, 130 ... Electronic instruction manual image, 140 ... Viewing method Selection image, 150 ... URL guidance image, 160 ... Browser display guidance image, 170 ... Network setting image, 180 ... Network connection image, 190 ... Network Network setting completion image, 200 ... fault diagnosis navigation image, 210 ... network setting impossible image, 220 ... second guide image, 230 ... remote support guidance image, 240 ... network setting image, 250 ... network connection image, 260 ... network Setting completion image, 270 ... call center guidance image, 280 ... service use consent image, 290 ... remote support guidance image, 300 ... call center guidance image.

Claims (5)

  1. 　ネットワークを介してオペレータからの操作を受入れ可能な電子機器であって、
    ユーザに対する案内画像を生成するＧＵＩ生成部を有し、
    該ＧＵＩ生成部は、ユーザに対する操作の案内画像として、前記オペレータへの接続案内情報を含まない第１案内画像と、前記オペレータへの接続案内情報を含む第２案内画像とを生成し、
    該第２の案内画像は、前記第１案内画像生成後にユーザが選択した所定の操作を行ったことを条件として生成することを特徴とする電子機器。     An electronic device that can accept an operation from an operator via a network,
    A GUI generation unit that generates a guide image for the user;
    The GUI generation unit generates a first guide image that does not include connection guide information to the operator and a second guide image that includes connection guide information to the operator as a guide image of an operation for a user,
    2. The electronic apparatus according to claim 1, wherein the second guide image is generated on condition that a predetermined operation selected by a user is performed after the first guide image is generated.
  2. 　前記所定の操作は、電子取扱説明書の閲覧であることを特徴とする請求項１に記載の電子機器。 2. The electronic apparatus according to claim 1, wherein the predetermined operation is browsing of an electronic instruction manual.
  3. 　前記所定の操作は、所定のウェブサイトへの接続であることを特徴とする請求項１に記載の電子機器。 2. The electronic apparatus according to claim 1, wherein the predetermined operation is connection to a predetermined website.
  4. 　前記電子機器は、テレビジョン装置であることを特徴とする請求項１から３のいずれか１に記載の電子機器。 The electronic device according to any one of claims 1 to 3, wherein the electronic device is a television device.
  5. 　前記電子機器は、レコーダ装置であることを特徴とする請求項１から３のいずれか１に記載の電子機器。 The electronic device according to any one of claims 1 to 3, wherein the electronic device is a recorder device.
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Citations (3)

* Cited by examiner, † Cited by third party
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JP2008228108A (en) * 2007-03-14 2008-09-25 Toshiba Corp Communication apparatus
JP2009177561A (en) * 2008-01-25 2009-08-06 Sharp Corp Television receiver, server, operation system for television receiver, and operation program for television receiver
JP2011066661A (en) * 2009-09-17 2011-03-31 Sharp Corp External connection apparatus management device

Patent Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2008228108A (en) * 2007-03-14 2008-09-25 Toshiba Corp Communication apparatus
JP2009177561A (en) * 2008-01-25 2009-08-06 Sharp Corp Television receiver, server, operation system for television receiver, and operation program for television receiver
JP2011066661A (en) * 2009-09-17 2011-03-31 Sharp Corp External connection apparatus management device

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