JP2002073959A - Trouble information accepting system and method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a trouble information accepting system and method for enhancing support to a maintenance person who deals with troubles. SOLUTION: A trouble information center terminal 20, when receiving a request for accessing a trouble accepting center, together with a desired language, from a user terminal 10 via a network 100, accesses a trouble accepting center database 30 and acquires trouble accepting center terminal information from the database 30, then selects candidates for a trouble accepting center terminal from the next trouble accepting center terminal information received and the desired language, and transmits the candidates to the user terminal. When receiving from the user terminal the trouble accepting center terminal selected from among the candidates, the trouble information center terminal sets a path via which communications can be made between the user terminal 10 and the selected terminal 50.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a fault information receiving system and a fault information receiving method, and more particularly to a fault information receiving system and a fault information receiving method which improve fault support for a maintenance person dealing with a fault.

[0002]

2. Description of the Related Art In a public telephone network, after a failure report and a complaint are received from a subscriber, a maintenance person of a telephone operator performs a primary reception and analyzes the contents of the failure and a complaint.
Asking the manufacturer for fault support.

In a conventional fault information receiving method in which a maintenance person contacts a fault receiving center of a manufacturer using a public telephone network or a data communication network, 24-hour support is provided via a network.

Referring to FIG. 7, according to the conventional fault information receiving method, a maintenance person has a user terminal 110 for performing data communication with a person in charge of a manufacturer and a telephone 12 for performing a voice call.
0, a failure reception center terminal 130 to which the failure information database 140 is connected, and a network 200 for interconnecting them.

[0005] The maintenance person analyzes the trouble report or complaint from the subscriber, and when it is necessary to have a conversation with the person in charge of the trouble reception center about the coping method, dials the telephone number of the trouble reception center terminal 130 from the telephone 120. The call is set up via a network. In the search for the fault information, the person in charge of the manufacturer searches the fault information database 140 from the fault reception center terminal 130 in response to a request from the maintenance person.

When sending a trouble report, the maintenance person creates a trouble report on the dedicated user terminal 110,
The failure reception center 130 via the network 200
Is sending to

[0007] After the failure report received by the manufacturer is analyzed by the person in charge of the manufacturer, an answer including the next action is sent back to the maintenance person. At the time when the relevant failure report is closed, the person in charge of the manufacturer registers the failure report in the failure information database.

[0008] The difference in action between accessing the trouble reception center or sending a trouble report depends on the level of skill of the maintenance person and the urgency of the problem.

When the urgency of the problem is high and it is necessary to deal with it as soon as possible, access is made to the trouble reception center. In addition, even if the maintenance person has a low level of proficiency, it is difficult to collect necessary information, or if the next action is unknown, access to the failure reception center is also made.

[0010] If the maintenance person is highly proficient and the problem remains lulled, a failure report is sent after collecting necessary data.

[0011] Even when accessing the trouble reception center, a trouble report may be sent to send detailed data. Conversely, even if a trouble report is first sent, if the trouble may worsen, a direct measure may be considered with the trouble reception center.

[0012]

However, this prior art has the following problems.

The first problem is that the number of the trouble reception centers corresponds to each maintenance person on a one-to-one basis.
It has to be running for 4 hours and the available languages are also limited.

The second problem is that a maintenance person must be contacted each time a failure reception center is added, deleted, or changed.

The third problem is that, for security reasons, access to the fault information database via the network is restricted, and a maintenance person cannot freely search for information. This is because the database is assumed to be accessed via a dedicated line, and is not configured to be accessed from an unspecified number of people.

The present invention provides a fault information receiving system and a fault information receiving method that solve the above problems.

[0017]

According to a first aspect of the present invention, in a fault information receiving system, a user terminal, a fault receiving center terminal, and a fault receiving center access request are transmitted from the user terminal via a network together with a desired language. Upon receipt, the failure reception center database is accessed in advance, and at least the operation status of the failure reception center terminal, geographical conditions, the failure reception center terminal information including the information of the local time is obtained from the failure reception center database and then received. The candidate of the failure reception center terminal is selected from the failure reception center terminal information and the desired language, the candidate of the failure reception center terminal selected is sent to the user terminal, and then the candidate of the failure reception center terminal is sent from the user terminal. The obstacle reception center selected from Characterized in that it is configured to include a fault information center terminal for setting a call is possible paths between the fault reception center terminal said selected with the user terminal and the receive end.

According to a second aspect of the present invention, in the fault information receiving method, when the fault information center terminal receives a fault receiving center access request together with a desired language from a user terminal via a network, the fault information center terminal accesses the fault receiving center database to receive the fault receiving center. Obtain at least the fault reception center terminal information including the information on the operation status, geographical conditions, and local time of the center terminal from the fault reception center database, and then obtain the fault reception center information from the received fault reception center terminal information and the desired language. A terminal candidate is selected and the selected candidate for the fault reception center terminal is sent to the user terminal, and then the fault reception center terminal selected from the candidates for the fault reception center terminal is received from the user terminal. And the user terminal and the selected fault And sets the call is available path between the reception center terminal.

According to a third aspect of the present invention, in the fault information receiving system, a user terminal, a fault information database holding fault information, and a fault information search request together with a desired language from the user terminal via a network are received in advance. Obtain trouble information database information, which is management information of the trouble information database, from the trouble reception center database provided, request key information for searching for trouble information from the user terminal, and obtain the key information from the user terminal Then, based on the fault information database information, the fault information database is accessed and the key information is transmitted. Next, when the fault information searched and described in the intermediate language is received from the fault information database based on the key information and received, the reception is performed. Convert the fault information into the desired language Edit characterized in that it is configured to include a fault information center terminal to be sent to the user terminal.

According to a fourth aspect of the present invention, in the fault information receiving method, when the fault information center terminal receives a fault information search request together with a desired language from a user terminal via a network, the fault information center terminal reads fault information from a fault receiving center database provided in advance. Obtain the fault information database information which is the management information of the fault information database holding the, then request the key information for searching for the fault information to the user terminal, and then obtain the key information from the user terminal Sending out the key information by accessing the failure information database based on the failure information database information,
Next, upon receiving the relevant fault information searched from the fault information database based on the key information and described in an intermediate language, the received fault information is converted into the desired language, edited, and transmitted to the user terminal. And

According to a fifth aspect of the present invention, in the failure information receiving system, when a failure report transmission request is received together with a desired language from the user terminal, a failure reception center terminal, and the user terminal via a network, the failure in the desired language is received. When a report template is transmitted to the user terminal and a failure report based on the failure report template is received from the user terminal, the failure report is temporarily stored in a storage medium provided in advance and a failure reception center database provided in advance To obtain the fault reception center terminal information including at least the operation status, geographical conditions, and local time information of the fault reception center terminal, and then receive the fault reception center terminal information and the fault reception from the desired language. Before the center terminal was selected and selected When the failure report is sent to the failure reception center terminal and a failure report reception confirmation is received from the failure reception center terminal that has received the failure report, the failure report and the failure reception center terminal are recorded on the storage medium, and then the failure is received. And a failure information center terminal that sends a report acceptance confirmation to the user terminal.

According to a sixth aspect of the present invention, in the failure information receiving method, when the failure information center terminal receives a failure report sending request together with a desired language from a user terminal via a network, the failure information center terminal transmits the failure report template in the desired language to the user. Send to the terminal, and then receive the failure report based on the failure report template from the user terminal, and temporarily hold the failure report in a storage medium provided in advance and access the prepared failure reception center database Obtain the fault reception center terminal information including at least the operation status, geographical conditions, and local time information of the fault reception center terminal, and then select and select the fault reception center terminal from the received fault reception center terminal information and the desired language. In front of the above-mentioned obstacle reception center terminal When a failure report is sent out, and a failure report reception confirmation is received from the failure reception center terminal that has received the failure report, the failure report and the failure reception center terminal are recorded on the storage medium after the failure report reception confirmation. It is characterized in that it is transmitted to a user terminal.

[Operation] According to the present invention, the maintenance person of the equipment connects to the trouble information center from the user terminal via the network and selects the desired support content, and the trouble information center also receives the information input from the user terminal. The present invention provides a failure information reception business model and a failure information reception business method for selecting an optimal process for the above.

In FIG. 1, the maintenance person sends his / her desired language and the desired processing content to the failure information center terminal 20 via the network 100 using his / her user terminal 10. Failure information center terminal 20
When receiving the desired language and the processing content, the failure reception center database 30 sends the failure information database 40
Alternatively, the management data and the current data of the failure reception center terminal 50 are read out, and the optimum connection destination is determined. When the failure reception center access is selected from the user terminal 10, the failure information center terminal 20 sets a path between the user terminal 10 and the selected failure reception center terminal 50, and establishes a connection between the user terminal 10 and the failure reception center. Communication with the reception center terminal 50 by voice or data is performed.

When the failure information search is selected from the user terminal 10, the failure information center terminal 20 reads out the failure information from the failure information database 50 and sends it to the user terminal 10.

If the user has selected to send a fault report from the user terminal 10, the fault information center terminal 20 then
The failure report template is transmitted to the user terminal 10, and the failure report transmitted from the user terminal 10 is transmitted to the failure reception center terminal 50. The failure reception center terminal 50 that has received the failure report sends a failure report reception confirmation to the failure information center terminal 20, and the failure information center terminal 20 sends a failure report reception confirmation to the user terminal 10.

[0027]

Next, embodiments of the present invention will be described in detail with reference to the drawings.

FIG. 1 is a block diagram showing an embodiment of the present invention.

Referring to FIG. 1, the fault information receiving system of the present invention comprises a user terminal 10, a fault information center terminal 20, a fault receiving center database 30, a fault information database 40, and a fault receiving center terminal 50.
And a communication network 100 such as the Internet for interconnecting them.

The user terminal 10 is an information processing device such as a personal computer. The user terminal 10 accesses the failure information center menu provided by the failure information center terminal 20 via the network 100,
It has a menu display function. The menu includes a desired language and a desired processing content. The user terminal 10 also has a function of displaying data transmitted from the failure information database 40 and edited by the failure information center terminal 20. The user terminal 10 further connects to the fault reception center terminal 50 via the network 100 to perform data communication or voice communication through a telephone built in or external to the user terminal 10;
It also has a function of sending a failure report.

The fault information center terminal 20 is operated by a window for receiving fault processing, and is constituted by an information processing device such as a workstation server. The failure information center terminal 20 receives the desired language and the desired processing content sent by the user terminal 10 by the processing of the maintenance person,
It has a function of selecting a failure information database 40 or a failure reception center 50 to be connected. The failure information center terminal 20 further edits the template based on the desired language received from the user terminal 10 and sends the template to the user terminal 10, edits the data received from the failure information database 40, and sends the edited data to the user terminal 10. Has the function of sending.

The failure reception center database 30 is composed of a storage device such as an optical disk or a hard disk and software for performing database processing. The failure reception center database 30 stores the failure information center terminal 2
0 or a function of receiving data transmitted by the failure reception center 50 and updating the management data and operation information of the failure reception center terminal 50. The failure reception center database 30 further has a function of transmitting the operation information of the failure information database 40 or the failure reception center terminal 50 requested from the failure information center terminal 20.

The failure information database 40 is composed of a storage device such as an optical disk or a hard disk and software for performing database processing. The failure information database 40 has a function of converting the failure management information received from the failure information center terminal 20 or the failure reception center terminal 50 into an intermediate language that does not depend on the language type, and storing the intermediate language.
The fault management information includes fault information such as an occurrence date and a fault summary, and fault countermeasure information such as a resolution date and a countermeasure. The failure information database 40 further has a function of transmitting data in the database when the failure information center terminal 20 or the failure reception center terminal 50 makes a request.

The failure reception center terminal 50 is an information processing device such as a personal computer installed at failure reception centers around the world, to which a built-in or external telephone is connected. The failure reception center terminal 50 sends the terminal information to the failure reception center database 30 via the network 100 when the person who performs the failure processing reception logs in to the failure reception center terminal 50. The failure reception center terminal 50 has a function of performing data communication and voice communication with the user terminal 10 connected via the network 100. The failure reception center terminal 50 also has a function of receiving a failure report transmitted by the failure information center terminal 20 via the network 100. The failure reception center terminal 50 sends the failure management information to the failure information database 40 after the analysis and the countermeasure are completed.

Next, FIG. 2 is a diagram showing a first operation flow of the present invention, and FIGS. 3 and 4 are operation explanatory diagrams.

The first operation of the present invention will be described in detail with reference to FIGS. 1, 2, 3 and 4. In the following description, it is assumed that the network 100 is an intranet.

The first operation of the present invention is an example in the case where the maintenance person selects the failure reception center access from the user terminal 10.

Referring to FIG. 2, the maintenance person accesses the failure information center terminal 20 from his / her user terminal 10 via the network 100 (step A1).
In response, the failure information center terminal 20 sends a failure information center menu to the user terminal 10 (step A2).

First, a screen for inputting a desired language as shown in FIG. 3 is displayed on the user terminal 10, and when a desired language is input, a screen for inputting desired processing contents as shown in FIG. 4 is displayed. (Step A3).

Next, when the maintenance person selects the failure reception center access, the user terminal 10 sends the desired language and the desired processing content to the failure information center terminal 20 (step A4).

When the failure information center terminal 20 receives the failure reception center access request from the user terminal 10, the failure information center terminal 20 accesses the failure reception center database 30 (step A5), and checks the operating status of the currently operating failure reception center, geographical conditions, The terminal information of the failure reception center such as the local time is obtained from the failure reception center database 30 (step A6). Next, the failure information center terminal 20
Selects a failure reception center candidate determined to be appropriate from the received failure reception center information and the desired language, and sends the edited information to the user terminal 10 (step A).
7).

The maintenance person selects a connection destination from the candidates for the trouble reception center displayed on the user terminal 10. The user terminal 10 sends the failure reception center information selected by the maintenance person to the failure information center terminal 20 (step A).
8).

The failure information center terminal 20 sets a path between the user terminal 10 and the selected failure reception center terminal 50, so that a call can be made (step A).
9).

The user terminal 10 and the failure reception center terminal 50 exchange necessary information by voice communication using a telephone or data communication between terminals using the set path.
A countermeasure is taken for the failure (step A10).

FIG. 5 is a flowchart showing a second operation of the present invention. The second operation of the present invention will be described in detail with reference to FIGS.

The second operation of the present invention is an example in a case where the maintenance person selects the failure information search from the user terminal 10.

The failure information center terminal 20 has a function of determining whether a failure information search request from the user terminal 20 is permitted by using a user authentication function. this is,
This is to prevent unauthorized access via the Internet. The fault information center terminal 20 further has a function of converting the fault information data stored in the fault information database 40 in an intermediate language into a language desired by the maintenance person and editing the converted language.

Referring to FIG. 5, the operation (from step B1 to step B3) until the user terminal 10 displays the failure information center menu is the same as in the first embodiment.

When the failure information center terminal 20 receives the failure information search request from the user terminal 10 (step B)
4) Access the failure reception center database 30 (step B5), and obtain failure information database information such as an IP address, which is management information of the failure information database, from the failure reception center database 30 (step B6). Next, the failure information center terminal 20 issues a key information input request for searching for failure information to the user terminal 1.
0 (step B7).

The maintenance person inputs the key information requested to be input at the user terminal 10. The user terminal 10 sends the key information input by the maintenance person to the failure information center terminal 20 (Step B8).

Next, the failure information center terminal 20 transmits the failure information database 40 based on the failure information database information.
And sends key information (step B9).

The fault information database 40 searches for data based on the key information, and sends the corresponding fault information data described in the intermediate language to the fault information center terminal 20 (step B10).

The trouble information center terminal 20 converts the received trouble information data into the language requested by the maintenance person, edits it (step B11), and sends it to the user terminal 10 (step B13).

The user terminal 10 displays the received fault information data (step B13), and the maintenance person returns to step B8 to search again if necessary.

As described above, according to the present invention, since the trouble information data stored in the intermediate language is converted and displayed in the language desired by the maintainer, it is possible to easily cope with a multilingual environment.

Further, since the database can be directly accessed via the network, the maintenance person can freely search for information, and the maintenance person can check whether the same problem has occurred by searching the database. If the same case has been registered, the same measures can be taken and the problem can be dealt with without accessing the trouble reception center.

FIG. 6 is a flowchart showing a third operation of the present invention. The third operation of the present invention will be described in detail with reference to FIGS.

The third operation of the present invention is an example in a case where the maintenance person selects the failure report sending from the user terminal 10.

Referring to FIG. 6, the operation (step C1 to step C3) until the user terminal 10 displays the trouble information center menu is the same as the first operation.

Upon receiving the failure report sending request from the user terminal 10 (step C4), the failure information center terminal 20 edits the failure report template in the language desired by the maintenance person and sends it to the user terminal 10 (step C5).

When the maintenance person enters the failure report displayed on the user terminal 10 (step C6), the user terminal 10 sends the failure report to the failure information center terminal 20 (step C7).

The failure information center terminal 20 accesses the failure reception center database 30 to temporarily store the failure report and to select the most suitable failure reception center (step C8), and obtains the failure reception center terminal information. (Step C9).

Next, the fault information center terminal 20 sends a fault report to the optimum fault receiving center 50 (step C10).

After receiving the failure report, the failure reception center terminal 50 records the failure report on the storage medium, and then confirms the failure report reception on the failure information center terminal 20.
(Step C11).

After recording the failure report and the information of the failure reception center terminal 50 on the storage medium, the failure information center terminal 20 confirms the reception of the failure report by the user terminal 1.
0 (step C12).

Next, the failure reception center terminal 50 sends a failure report to the failure information database 40 (step C13), and the failure information database 40 registers the received failure report in the database (step C1).
4).

[0067]

As described above, the present invention has the following effects.

The first effect is that the maintenance center does not need to be aware of the time, geographical conditions, etc., because the most suitable fault reception center is selected according to the desired language.
Also, the trouble reception center does not need to operate 24 hours. In particular, if the obstacle reception centers are arranged in consideration of the time difference, each obstacle reception center does not need to work at night, and it is easy to communicate with the designer, which is effective.

The second effect is that the connection between the user terminal and the failure reception center is controlled by the failure information center, and there is no need to contact the maintenance person every time a failure reception center is added or deleted. -It should be possible to respond flexibly to deletions.

A third effect is that the database can be directly accessed via the network, so that the maintenance person can freely search for information, and the maintenance person can search the database for the occurrence of the same problem. And if a similar case has been registered,
The same measures can be taken to address the problem without having to access the Disability Reception Center.

[Brief description of the drawings]

FIG. 1 is a block diagram showing an embodiment of the present invention.

FIG. 2 is a diagram showing a first operation flow of the present invention.

FIG. 3 is an operation explanatory diagram of the present invention.

FIG. 4 is a diagram illustrating the operation of the present invention.

FIG. 5 is a flowchart showing a second operation of the present invention.

FIG. 6 is a flowchart showing a third operation of the present invention.

FIG. 7 is a block diagram showing an embodiment of a conventional fault information receiving system.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 10 User terminal 20 Failure information center terminal 30 Failure reception center database 40 Failure information database 50 Failure reception center terminal 100 network 110 User terminal 120 Telephone 130 Failure reception center terminal 140 Failure information database 200 network

Claims (6)

[Claims] In a fault information receiving system, when a fault receiving center access request is received from a user terminal, a fault receiving center terminal, and a desired language from the user terminal via a network, the fault receiving center database is accessed. Obtain at least the fault reception center terminal information including information on the operation status, geographical conditions, and local time of the fault reception center terminal from the fault reception center database, and then receive the fault reception center terminal information and the fault from the desired language. The candidate of the reception center terminal is selected, and the selected candidate of the failure reception center terminal is transmitted to the user terminal. Then, the failure reception center terminal selected from the candidate of the failure reception center terminal from the user terminal is selected. Is received and selected with the user terminal A failure information center terminal configured to set a path through which a call can be made with the selected failure reception center terminal. 2. In the fault information receiving method, when a fault information center terminal receives a fault receiving center access request together with a desired language from a user terminal via a network, the fault information center terminal accesses a fault receiving center database and at least operates the fault receiving center terminal. , Geography,
Obtain the fault reception center terminal information including the local time information from the fault reception center database, and then select and select the fault reception center terminal candidate from the received fault reception center terminal information and the desired language. Sending the candidate of the failure reception center terminal to the user terminal, and then receiving the failure reception center terminal selected from the candidate of the failure reception center terminal from the user terminal, the user terminal and the selected failure reception center terminal A failure information receiving method, comprising setting a path through which a call can be made with a reception center terminal. 3. A failure information receiving system, comprising: a user terminal; a failure information database holding failure information; and a failure reception center database provided in advance when receiving a failure information search request together with a desired language from the user terminal via a network. When the user obtains the fault information database information that is the management information of the fault information database from the user terminal and requests the user terminal for key information for searching for the fault information, and obtains the key information from the user terminal, the fault information database information is obtained. The key information is sent by accessing the fault information database based on the received fault information described in the intermediate language, which is retrieved from the fault information database based on the key information, and is received. Convert to the desired language, edit and edit A fault information receiving system, comprising: a fault information center terminal for sending to a terminal. 4. In the fault information receiving method, when a fault information center terminal receives a fault information search request together with a desired language from a user terminal via a network, a fault information database holding fault information from a fault receiving center database provided in advance. Obtain the failure information database information that is the management information of the, then request the key information for searching for the failure information to the user terminal, and then obtain the key information from the user terminal, the failure information database information The key information is transmitted by accessing the failure information database based on the key information, and when the corresponding failure information searched and described in the intermediate language is received from the failure information database and received in the intermediate language, the received failure information is transmitted to the requesting server. Convert to language and edit and send to user terminal A failure information receiving method characterized by the following. 5. A failure information receiving system, comprising: receiving a failure report sending request together with a desired language from a user terminal, a failure reception center terminal, and a network from the user terminal via the network; Then, when a failure report based on the failure report template is received from the user terminal, the failure report is temporarily held in a storage medium provided in advance, and a failure reception center database provided in advance is accessed to access the failure report. Obtain the fault reception center terminal information including at least the operation status, geographical conditions, and local time information of the fault reception center terminal, and then select and select the fault reception center terminal from the received fault reception center terminal information and the desired language. End of the obstacle reception center When the failure report is transmitted from the failure reception center terminal receiving the failure report and receiving the failure report, the failure report reception confirmation is performed after the failure report and the failure reception center terminal are recorded in the storage medium. And a failure information center terminal that sends the information to the user terminal. 6. In the failure information receiving method, upon receiving a failure report sending request together with a desired language from a user terminal via a network, the failure information center terminal sends the failure report template in the desired language to the user terminal. Upon receiving a failure report based on the failure report template from the user terminal, temporarily holding the failure report in a storage medium provided in advance and accessing a previously provided failure reception center database to access at least a failure reception center terminal. Obtain the fault reception center terminal information including the operation status, geographical conditions, and local time information, and then select the fault reception center terminal from the received fault reception center terminal information and the desired language, and select the selected fault reception center. Send the failure report to the terminal Then, when a failure report reception confirmation is received from the failure reception center terminal that has received the failure report, the failure report and the failure reception center terminal are recorded on the storage medium, and then the failure report reception confirmation is transmitted to the user terminal. A failure information receiving method characterized by performing.