CN102457777B - A kind of TV network problem hierarchical processing method, treatment system and TV - Google Patents
A kind of TV network problem hierarchical processing method, treatment system and TV Download PDFInfo
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- CN102457777B CN102457777B CN201010515146.1A CN201010515146A CN102457777B CN 102457777 B CN102457777 B CN 102457777B CN 201010515146 A CN201010515146 A CN 201010515146A CN 102457777 B CN102457777 B CN 102457777B
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Abstract
The invention provides a kind of TV network problem hierarchical processing method, comprise the following steps: the network problem of TV is divided into some grades by A.; B. the decision problem when network problem appears in TV rank and show the relevant information of problem; C. corresponding distribution processor is carried out according to the rank of problem; D. obtain the result of problem, again distribution processor is carried out to an open question grade that rises.The network problem that scheme provided by the invention may run into for TV, can by problem classification mechanism, problem automatically define the level mechanism, problem automatic distributing mechanism and problem magnitude automatic lifting mechanism, be submitted in the staff being applicable to process rapidly, thus shorten the processing time, improve treatment effeciency, reduce maintenance cost, promote Consumer's Experience.
Description
Technical field
The present invention relates to internet television technology, particularly relate to a kind of TV network problem hierarchical processing method, treatment system and TV.
Background technology
Recently, network function becomes the basic configuration of TV gradually, has network function, and making becomes possibility for the remote maintenance of TV and remote service.But remote maintenance and remote service only just can be carried out when network function is intact.When the TV of user normally cannot use network function, need first to solve network problem.Here network problem, the network itself both having comprised television terminal is abnormal, also comprises the abnormal alternately of television terminal and server end.Now, common handling process is: user dials phone after sale, and the situation of oneself TV is informed personnel after sale, and personnel carry some simple questions to user after sale, to understand the situation of TV further.When the reason had problems is fairly simple, when user has again certain professional knowledge, the information that personnel can provide according to user after sale judges the reason of problem, thus user can be instructed to perform simple reparation, or the personnel of arrangement on-site maintenance; Time more, the information that personnel cannot provide according to user after sale judges the reason of problem, personnel can only be arranged to visit and go and find out what's going on.Due to out of the picture in advance, may not carry out perfectly sound preparation when maintenance personal visits, causing needs repeatedly to visit just can deal with problems.When the reason more complicated had problems, when exceeding the disposal ability of maintenance personal, very possible situation is, maintenance personal repeatedly goes up and still cannot deal with problems behind the door, can only seek help, may need TV depot repair to corresponding research and development department.In these cases, the time of maintenance is long, and maintenance cost is high, and Consumer's Experience is not good.
Summary of the invention
The inventive method provides a kind of TV network problem hierarchy system and hierarchical processing method, the network problem that can run into TV carries out problem deciding grade and level, distribution automatically, problem being submitted in time in the staff being applicable to process, avoiding cost user's too much time when solving network problem.
Technical scheme of the present invention is as follows:
A kind of TV network problem hierarchical processing method, comprises the following steps:
A. the network problem of TV is divided into some grades, forms error code table;
B. the relevant information of problem is shown when network problem appears in TV according to the rank of described error code table decision problem;
C. corresponding distribution processor is carried out according to the rank of problem;
Wherein, in described steps A, the network problem of TV is divided into Three Estate according to the degree of difficulty solved, be respectively user class, after sale level and research and development level, described user class comprises that netting twine does not connect, IP address is invalid and network busy problem.
Described TV network problem hierarchical processing method, wherein, in described step B, if problem be after sale level or research and development level, the relevant information of described problem comprises error code, if problem is user class, then the relevant information of described problem comprises error code, error reason and restorative procedure.
Described TV network problem hierarchical processing method, wherein, in described step C, if problem is user class, then by the display of the relevant information of described problem on TV, if problem is level or research and development level after sale, then according to the rank of problem, corresponding distribution processor is carried out to the relevant information of problem.
Described TV network problem hierarchical processing method, it also comprises step: D. obtains the result of problem, again carries out distribution processor to an open question grade that rises.
A kind of TV, comprise: mixed-media network modules mixed-media, processor, remote control reception module, memory and display module, described processor respectively with mixed-media network modules mixed-media, remote control reception module, memory and display module are connected, described processor can cause TV cannot the problem of access services device for identifying, and from memory, read the relevant information of these problems, or to be obtained from server by mixed-media network modules mixed-media that can not cause cannot the relevant information of problem of access services device, these information are outputted to display module show, wherein, the network problem of TV is divided into Three Estate according to the degree of difficulty solved, be respectively user class, level and research and development level after sale, described user class comprises netting twine and does not connect, invalid and the network busy problem in IP address.
Described TV, wherein, described TV also comprises remote control reception module, for receiving the remote signal that user is sent by remote controller.
Described TV, wherein, the relevant information of described problem comprises the combination of error code or error code and error reason and restorative procedure.
A kind of TV network problem classification treatment system, comprise: input module, deciding grade and level module, distribution module and feedback module, described input module is used for providing an interface to carry out Receiver Problem information, and problem information is sent to deciding grade and level module, described deciding grade and level module is used for defining the level to problem according to the result of retrieval error code table, and the problem after deciding grade and level is carried out distribution processor by distribution module, the result of described feedback module Receiver Problem is also pointed out, wherein, the network problem of TV is divided into Three Estate according to the degree of difficulty solved, be respectively user class, level and research and development level after sale, described user class comprises netting twine and does not connect, invalid and the network busy problem in IP address.
Described TV network problem classification treatment system, wherein, described system is also for problem arranges status indicator, the status indicator of described distribution module offering question after carrying out distribution processor to problem is in process, and described feedback module is solved maybe cannot solve according to the status indicator of the result offering question received.
The network problem that scheme provided by the invention makes TV may run into for user, can by problem classification mechanism, problem automatically define the level mechanism, problem automatic distributing mechanism and problem magnitude automatic lifting mechanism, be submitted in the staff being applicable to process rapidly, thus shorten the processing time, improve treatment effeciency, reduce maintenance cost, promote Consumer's Experience.
Accompanying drawing explanation
Fig. 1 is the block diagram of TV better embodiment of the present invention;
Fig. 2 is the block diagram of TV network problem classification treatment system better embodiment of the present invention;
Fig. 3 is the flow chart of TV network problem hierarchical processing method first execution mode of the present invention;
Fig. 4 is the flow chart of TV network problem hierarchical processing method second execution mode of the present invention.
Embodiment
In order to make object of the present invention, technical scheme and advantage clearly understand, below in conjunction with drawings and Examples, the present invention is further elaborated.Should be appreciated that specific embodiment described herein only in order to explain the present invention, be not intended to limit the present invention.
Scheme provided by the invention is: the relevant issues run into when accesses network for TV, automatically problem is carried out classification, and set up the automatic distributing mechanism of problem and the automatic lifting mechanism of problem magnitude, classification mechanism is coordinated to use, thus form a problem processing system, make after problem is submitted to problem processing system, can be submitted to rapidly in the staff being applicable to this problem of process.
For the ease of understanding technical scheme of the present invention, explain in advance at this, in embodiments of the present invention the network-related problems that terminal equipment may run into is divided into user class, after sale level, research and development level Three Estate, concrete stage division is as follows:
User class: that the reasons such as the improper or network condition of the network settings of terminal equipment is not good cause, user is by shirtsleeve operation just recoverable problem.The problem belonging to this type of comprises that netting twine does not connect, IP address is invalid, network busy etc.In product development and perfect process, these Question Classifications can be numbered by research and development engineer, form error code table, in table, its class letter are set to user class, and provide the method for reparation.When there is this kind of problem, display word problem information (i.e. error code) and Chinese charater problem information on terminal equipment, and show information guiding user and simply repair.User can repair problem with reference to problem information.
Level after sale: do not belong to user class, but expected in product development and improving in process and may occur and have the problem of perfect restorative procedure.In product development and perfect process, these Question Classifications can be numbered by research and development engineer, add error code table, in table, its class letter are set to level after sale, and provide the method for reparation.When there is this kind of problem, display word problem information (i.e. error code) on terminal equipment, user needs this yard of input problem classification treatment system, problem processing system retrieval error code table, find this problem in table after, can be level after sale according to this problem determination of its class letter, distribute to relevant personnel after sale, and provide clear and definite problem content and restorative procedure, to be visited process by personnel after sale.
Research and development level: product development and improve the problem do not expected in process, or expect but there is no the problem of perfect restorative procedure, or the situation complicated problem needing to carry out as the case may be analyzing.In product development and perfect process, research and development engineer can provide a unified numbering for this kind of problem, adds error code table, and its class letter is set to research and development level.When problems occurs, display word problem information (i.e. error code) on terminal equipment, user needs this yard of input problem classification treatment system, problem classification treatment system retrieval error code table, after finding this problem, can be research and development levels by this problem determination according to its class letter, and distribute to relevant research and development engineer process.
With reference to figure 1, it is the block diagram of TV better embodiment of the present invention, described TV comprises: mixed-media network modules mixed-media 11, processor 13, remote control reception module 15, memory 17 and display module 19, described processor 13 respectively with mixed-media network modules mixed-media 11, remote control reception module 15, memory 17 and display module 19 are connected, can cause TV cannot the problem of server in accesses network in order to identification, and from memory 17, read the relevant information of these problems, or to be obtained from server by mixed-media network modules mixed-media 11 that can not cause cannot the relevant information of problem of access services device, then these information are outputted to display module 19 to show.
Described mixed-media network modules mixed-media 11 is that TV and server carry out mutual interface, when occur causing cannot the problem of access services device time, mixed-media network modules mixed-media 11 is access services device under the control of processor 13, the relevant information of problem is got from server, error code, error reason and restorative procedure will be got to user class problem, then can only get error code to level after sale, research and development level problem, then problem information be passed to processor 13, be then transferred to display module 19 by processor 13.
Described remote control reception module 15 is used for receiving the remote signal that sent by remote controller of user.In better embodiment of the present invention; user may need by necessity operation in remote controller executive problem repair process; if such as user has forgotten slotting netting twine; after plugging netting twine according to the prompting of TV; need to call network settings menu by remote controller and automatic acquisition IP option in choice menus, enable TV normally get IP address.
Described memory 17 can cause TV cannot the relevant information of problem of access services device for preserving, and preserves error code, error reason and restorative procedure, to level, research and development level problem then only preserve error code after sale to user class problem.When occur causing cannot the problem of access services device time, processor 13 can judge Questions types, and recalls the relevant information of this problem from memory 17, is then transferred to display module 19.
Described display module 19 is used for showing according to the content that processor 13 transmits, and the content of its display had both comprised in problem repair process the menu needing to show, and also comprised the problem relevant information obtained from memory 17 or mixed-media network modules mixed-media 11 by processor 13.
For the ease of understanding technique scheme, whether the network-related problems run into TV at this is by TV being caused cannot to be divided into two classes by access services device:
For causing TV cannot the problem of access services device, the judgement of problem and the storage of relevant information all must complete in this locality.In better embodiment of the present invention, this kind of problem is summarized in advance by researching and developing engineer, judge then to be completed by the processor 13 of TV, determination methods realizes in the process of product development by researching and developing engineer, the relevant information of problem is stored in the memory 17 of TV, and carries out preset when dispatching from the factory.Because TV has online upgrading function, the thus interpolation of problem, the renewal etc. that is perfect, relevant information of Problem judgment method can be undertaken by online upgrading.
For causing TV cannot the problem of access services device, the judgement of problem and the storage of relevant information be placed on server end.The benefit done like this is, relevant content can upgrade easily, does not need the restriction by TV upgrading frequency.When television access server, server judges the problem occurred according to the information that TV provides, and the relevant information of problem is sent to TV.
Above-mentioned classification and problem stage division of the present invention are not contacted directly, and be only to be completed by server or the processor of TV 11 completes for distinguishing the judgement of problem, and relevant error message should be stored in server or the memory of TV 17.
With reference to figure 2, for the block diagram of TV network problem classification treatment system of the present invention, described system comprises: input module 22, deciding grade and level module 24, distribution module 26 and feedback module 28, described input module 22 is for providing an interface to receive error code, and error code is sent to deciding grade and level module 24, described deciding grade and level module 24 is defined the level to the problem corresponding to error code for the result according to retrieval error code table, and selling Subsequent questions or researching and developing level problem of deciding grade and level being produced is distributed to after sale by distribution module 26 correspondence or researches and develops engineer, finally receive the result of feedback by feedback module 28 and point out.
Conveniently user submits a question to problem system, when finding network-related problems, TV is while display problem relevant information, also the interface message of problem classification treatment system should be presented on screen, and error code is input to problem classification treatment system by this interface by reminding user.This interface can be a site for service on the Internet, user, by access websites input error code, also can be the phone of a unartificial service, and user is by telephone key-press input error code, also can be other forms of interface, not be particularly limited at this.
For convenience of management, the problems referred to above classification treatment system can distribute a unique mistake numbering for the problem of each submission, and meanwhile, system is that each problem arranges a status indicator, identify the state residing for this problem, such as in process, solve, cannot to solve etc. to facilitate inquiry.
With reference to figure 3, be the flow chart of TV network problem hierarchical processing method first execution mode of the present invention, described method comprises step:
The rank of S11, the decision problem when network problem appears in TV also shows the relevant information of problem, and wherein the relevant information of user class problem comprises error code, error reason and restorative procedure, after sale the relevant information only wrong code of level and research and development level problem;
S12, according to the restorative procedure in the relevant information of problem, user class problem to be processed;
S13, the error code of the problem of level after sale and research and development level is input to problem classification treatment system;
S14, problem classification treatment system the status indicator of this problem is set to process in and retrieval error code table;
According to the result for retrieval of error code table, S15, problem classification treatment system judge that this problem sells Subsequent questions or research and development level problem, sell Subsequent questions and then enter step S16, research and development level problem then enters step S17;
S16, problem is distributed to personnel after sale processes;
S17, problem is distributed to research staff processes;
S18, the status indicator of having dealt with problems is set according to the result of problem at different levels.
In issue handling classification processing procedure, due to some problem may user class or after sale level cannot solve, therefore should also provide the grade automatic lifting mechanism of problem, namely when the reparation personnel of certain one-level cannot repair problem, can automatic lifting problem magnitude, allow more senior personnel get involved process.For the problem of user class, still cannot repair after user operates according to the prompting of TV, or the operation of user to prompting is unfamiliar with very much, when cannot perform, can be input in problem classification treatment system by the interface provided by error code, by system retrieval error code table, find this problem in table after, find that this problem is user class, now, this issues elevate can be level after sale by system automatically, and distributes to the relevant process of personnel after sale.For the problem of level after sale, when personnel cannot repair problem according to the method provided in error code table after sale, the status indicator of this problem is set to and cannot solves, after system acceptance to this information, automatically be research and development levels by issues elevate, and this problem is transmitted to research and development engineer, allow research and development engineer specifically analyze for this problem.
Fig. 4 is after adding problem magnitude automatic lifting mechanism, the flow chart of TV network problem hierarchical processing method second execution mode, and described method comprises step:
The rank of S21, the decision problem when network problem appears in TV also shows the relevant information of problem, and wherein the relevant information of user class problem comprises error code, error reason and restorative procedure, after sale the relevant information only wrong code of level and research and development level problem;
S22, according to the restorative procedure in the relevant information of problem, user class problem to be processed;
S291, judge whether whether problem repairs successfully, is, forwards step S28 to, otherwise forward step S23 to;
S23, the error code of the problem of level after sale and research and development level being input to problem classification treatment system, now, for not repairing successful user class problem, also error code being input in problem classification treatment system;
S24, problem classification treatment system the status indicator of this problem is set to process in and retrieval error code table;
According to the result for retrieval of error code table, S25, problem classification treatment system are judged as that research and development level problem then proceeds to step S27, be judged as selling Subsequent questions or user class problem then enters step S26, upgrade by this to user class problem;
S26, problem is distributed to personnel after sale processes;
Whether S292, decision problem repair successfully, are proceed to step S28, otherwise proceed to step S27, upgrade by this to selling Subsequent questions;
S27, problem is distributed to research staff processes;
S28, the status indicator of setting having been dealt with problems according to the result of problem at different levels.
The difference of above-mentioned second execution mode and the first execution mode is: user class problem and sell Subsequent questions processing procedure in add determining step, whether repair successfully determine whether upgrade, problem so that problem finally achieves a solution by decision problem.
The network problem that scheme provided by the invention makes TV may run into for user, can by problem classification mechanism, problem automatically define the level mechanism, problem automatic distributing mechanism and problem magnitude automatic lifting mechanism, be submitted in the staff being applicable to process rapidly, thus shorten the processing time, improve treatment effeciency, reduce maintenance cost, promote Consumer's Experience.
The foregoing is only better embodiment of the present invention, not in order to limit the present invention, all any amendments done within the spirit and principles in the present invention, equivalent replacement and improvement etc., all should be included within protection scope of the present invention.
Claims (8)
1. a TV network problem hierarchical processing method, comprises the following steps:
A. the network problem of TV is divided into some grades; Form error code table;
B. the relevant information of problem is shown when network problem appears in TV according to the rank of described error code table decision problem;
C. corresponding distribution processor is carried out according to the rank of problem;
Wherein, in described steps A, the network problem of TV is divided into Three Estate according to the degree of difficulty solved, be respectively user class, after sale level and research and development level, described user class comprises that netting twine does not connect, IP address is invalid and network busy problem;
In described step B, if problem be after sale level or research and development level, the relevant information of described problem comprises error code, if problem is user class, then the relevant information of described problem comprises error code, error reason and restorative procedure.
Classification treatment system is the problem assignment error numbering of each submission, and meanwhile, classification treatment system is that each problem arranges a status indicator, identifies the state residing for this problem.
2. TV network problem hierarchical processing method according to claim 1, it is characterized in that: in described step C, if problem is user class, then by the display of the relevant information of described problem on TV, if problem is level or research and development level after sale, then according to the rank of problem, corresponding distribution processor is carried out to the relevant information of problem.
3. the TV network problem hierarchical processing method described in requiring according to claim 1 or 2, it also comprises step: D. obtains the result of problem, again carries out distribution processor to an open question grade that rises.
4. a TV, comprise: mixed-media network modules mixed-media, processor, remote control reception module, memory and display module, described processor respectively with mixed-media network modules mixed-media, remote control reception module, memory and display module are connected, described processor can cause TV cannot the problem of access services device for identifying, and from memory, read the relevant information of these problems, or to be obtained from server by mixed-media network modules mixed-media that can not cause cannot the relevant information of problem of access services device, error code will be got to user class problem, error reason and restorative procedure, to level after sale, research and development level problem then gets error code, these information are outputted to display module show, wherein, the network problem of TV is divided into Three Estate according to the degree of difficulty solved, be respectively user class, level and research and development level after sale, described user class comprises netting twine and does not connect, invalid and the network busy problem in IP address, television set is the problem assignment error numbering of each submission, and meanwhile, television set is that each problem arranges a status indicator, identifies the state residing for this problem.
5. TV according to claim 4, is characterized in that: described TV also comprises remote control reception module, for receiving the remote signal that user is sent by remote controller.
6. TV according to claim 4, is characterized in that: the relevant information of described problem comprises the combination of error code or error code and error reason and restorative procedure.
7. a TV network problem classification treatment system, comprise: input module, deciding grade and level module, distribution module and feedback module, described input module is used for providing an interface to carry out Receiver Problem information, and problem information is sent to deciding grade and level module, described deciding grade and level module is used for defining the level to problem according to the result of retrieval error code table, and the problem after deciding grade and level is carried out distribution processor by distribution module, the result of described feedback module Receiver Problem is also pointed out, wherein, the network problem of TV is divided into Three Estate according to the degree of difficulty solved, be respectively user class, level and research and development level after sale, described user class comprises netting twine and does not connect, invalid and the network busy problem in IP address, classification treatment system is the problem assignment error numbering of each submission, and meanwhile, classification treatment system is that each problem arranges a status indicator, identifies the state residing for this problem.
8. TV network problem classification treatment system according to claim 7, it is characterized in that: described system is also for problem arranges status indicator, the status indicator of described distribution module offering question after carrying out distribution processor to problem is in process, and described feedback module is solved maybe cannot solve according to the status indicator of the result offering question received.
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Families Citing this family (5)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN103634685A (en) * | 2013-12-13 | 2014-03-12 | 乐视致新电子科技（天津）有限公司 | Information promoting method and device |
| CN105721824A (en) * | 2016-01-28 | 2016-06-29 | 浪潮软件集团有限公司 | Audio-video interaction method, device and system |
| CN105872774A (en) * | 2016-06-16 | 2016-08-17 | 青岛海信电器股份有限公司 | Method for displaying error code of smart television and smart television |
| CN107888447A (en) * | 2017-10-31 | 2018-04-06 | 国网四川省电力公司信息通信公司 | A kind of early meeting graphical display platform of system |
| CN109299361A (en) * | 2018-09-21 | 2019-02-01 | 广州神马移动信息科技有限公司 | The management method and its device, electronic equipment, computer-readable medium of question and answer are reserved in Knowledge Community |
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