JP2002288356A - Support service system by web, support service method, program for performing the method and recording medium - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a reliable and quick support service without having to prepare special software on a user side. SOLUTION: The user can download an Active X component by applying one click to a prescribed input button 5b on a Web page 5 by a support service provider (step S1). The Active X component automatically acquires prescribed set value data of a user terminal 1 and writes the prescribed set value data in respective fields of the Web page 5 (step S2). Determination data are stored by a Web server 3 in such a manner that the user confirms the written information and presses down a confirmation button 5c (step S3). A person in charge of support discriminates a malfunction factor, etc., while referring to the determination data by a support terminal 2 (step S4), and performs a support instruction with the user of the user terminal 1 by telephone (step S5).

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a web-based support service system, a support service method, a program for executing the method, and a recording medium. More specifically, the present invention does not require a user to prepare special software. The present invention relates to a technology for executing a function of a support service using a Web capable of providing a reliable and quick support service.

[0002]

2. Description of the Related Art In OA equipment products such as PCs, user support services are provided in various forms to users who use OA equipment. In general, the support center accepts a telephone inquiry from a user, and a service person executes a support service by listening to the user for a problem or the content of the inquiry.

[0003] In the above inquiry by telephone, for example, when a predetermined operation is not performed by a PC (personal computer), in a user support scene, the user expresses such as "not moving" or "funny". But often not. Then, the service technician listens to the user from the PC for various setting conditions.
If the user is not accustomed to C, it is necessary to explain from the operation method for checking the above setting conditions, which is very complicated. Further, there is a case where the service person cannot hear accurate information from the user due to the user's belief such as "must meet". In addition, when the user is far away, it is often difficult to easily perform a service such as visiting the user and directly operating the personal computer.

[0004] In addition to the above-described telephone response method, the user sends the inquiry contents to the service center by e-mail, or the user writes the inquiry contents on a homepage established by the service center. Such methods are increasing. However, such a method has a problem that the number of times of transmitting and receiving information such as e-mails increases, and it takes time and effort.

[0005] In addition, by connecting to a user's PC from a service center using a telephone line and remotely controlling the user's PC from the service center, a service technician can ascertain the cause of a trouble or the like. Service. However, such a service can be applied only to a specific user who has prepared an equipment environment, and therefore cannot be used by an unspecified number of users, and is insufficient as a support service. Also,
In the service as described above, since the service person can remotely view the data content of the personal computer of the user, a problem of privacy of the user may occur.

In addition, a dedicated software for outputting setting information of a PC to a text file by ATI together with a driver is provided on the PC.
In this method, when the item to be inquired changes, the user must install the dedicated software again, and it is necessary to attach the generated file to e-mail and send it, However, there is a problem that it is difficult to process with user's intention because it is just data.

[0007]

SUMMARY OF THE INVENTION The present invention has been made in view of the above-mentioned circumstances, and does not require a user to prepare special software, and automatically targets information necessary for determining a support service. By acquiring from the terminal device and making it easily referable from the Web with the support terminal, it is possible to provide a reliable and quick support service, and the user can enjoy high convenience in the support service. It is an object of the present invention to provide a Web-based support service system, a support service method, a program for executing the method, and a recording medium.

[0008]

According to the first aspect of the present invention, there is provided a Web server which can be connected from a terminal device via an Internet line.
A server for receiving and holding data input of predetermined items related to the user terminal device from the user terminal device with respect to a homepage provided by the web server, and performing a support service for the user terminal device. By allowing the support terminal to refer to the predetermined item data, a support service system based on the Web that enables the support terminal to make a determination to provide a support service for the user terminal, The input of the predetermined item data is performed by a component downloaded from the server.

According to a second aspect of the present invention, the We
b, the component automatically obtains various set value data predetermined for the user terminal device when inputting data of a predetermined item to the homepage, and sets the data on a predetermined Web page of the homepage. The processing for writing the acquired data in the specified field is automatically performed.

According to a third aspect of the present invention, in the web-based support service system according to the first or second aspect,
The downloading of the component from the Web server to the user terminal is performed by a predetermined W
The download instruction button set on the eb page is automatically executed by pointing at the user terminal.

According to a fourth aspect of the present invention, in the web-based support service system according to any one of the first to third aspects, a confirmation button for setting acquired data written from the user terminal to the home page as decision data. Is set as a predetermined Web page of the homepage,
Only when the confirmation button is pointed, the acquired data is confirmed data and reference from the support terminal is permitted.

According to a fifth aspect of the present invention, in the web-based support service system according to any one of the first to fourth aspects, the component is an Active X.
It is characterized by being a component.

[0013] The invention of claim 6 utilizes a Web server connectable from a terminal device via an Internet line,
The user terminal device inputs predetermined item data relating to the user terminal device to a homepage provided by the Web server and causes the Web server to store the data. The support service provider provides the predetermined item data stored in the Web server. In the Web-based support service method that enables the support service of the user terminal to be performed, the input of the predetermined item data in the user terminal is performed by a component downloaded from the server. It is a characteristic.

According to a seventh aspect of the present invention, there is provided the Web of the sixth aspect.
b, as the component, when data of a predetermined item is input to the homepage, automatically acquires various setting value data predetermined for the user terminal device and sets the data on a predetermined Web page of the homepage. A component that automatically performs a process of writing the obtained data in the specified field.

According to an eighth aspect of the present invention, in the web-based support service method according to any one of the sixth and seventh aspects, the downloading of the component from the Web server to the user terminal is performed on a predetermined Web page on the home page. The set download instruction button is automatically executed by pointing at the user terminal.

According to a ninth aspect of the present invention, in the web-based support service method according to any one of the sixth to eighth aspects, a confirmation button for setting acquired data written from the user terminal to the home page as decision data. Is set as a predetermined Web page of the homepage, and when the user points the confirmation button, the acquired data is stored as confirmation data, and the reference from the support terminal is executed on the stored confirmation data. It is characterized by.

According to a tenth aspect of the present invention, in the Web-based support service system according to any one of the sixth to ninth aspects, as the component, Active is used.
It is characterized by using an eX component.

[0018] According to the invention of claim 11, in the web-based support service method according to claim 10, when a trouble or an accident that requires a support request at the user terminal occurs, the user terminal determines whether the homepage is designated. Accessing a Web page and inputting an instruction to download the Active X component from the Web page causes the Web server to execute downloading of the Active X component from the Web server to the user terminal.
The X component causes predetermined setting value information of the user terminal to be automatically collected and the setting value information to be written in a predetermined input field of the Web page.
The information automatically collected using the active X component is confirmed on the Web page, and if there is no problem in browsing the support staff by the support terminal, a confirmation instruction is input and the collected data is referred to as the Web server. And the support person executes the support service by giving an operation instruction by telephone to the user, judging the contents of the support by referring to the finalized data of the corresponding Web page. It was done.

The invention of claim 12 is the invention of claims 6 to 11
A program for executing the web-based support service method according to any one of the above.

According to a thirteenth aspect of the present invention, there is provided a recording medium storing the program according to the twelfth aspect.

[0021]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS FIG. 1 is a diagram conceptually showing a system configuration for executing user support by a Web according to the present invention. In the figure, reference numeral 1 denotes a user terminal for a support service, and 2 denotes a support person. Is a support terminal used for providing the support service, and 3 is a W that holds an application and data for providing the support service.
The eb server 4 is an Internet line. As shown in the figure, the user terminal 1 is connected to the support terminal 2 and the Web server 3 via the Internet line 4. In an actual support service situation, a support technician who handles the support terminal 2 exchanges support instructions and reports on results with the user who handles the user terminal 1 to be supported while having a telephone conversation.

FIG. 2 is a diagram for explaining a Web-based user support system of the present invention. According to the present invention, a predetermined page (Web page 5) of a homepage established by a user support service provider is provided with an information input field (field 5a) such as a pre-selected setting condition value and the like. The support terminal 2 acquires the value,
The present invention is applied to a system in which a support person executes a support service according to the acquired information, and automatically acquires the above setting condition values and the like, and transmits the acquired information to each field of the homepage. With a component capable of executing a process of automatically writing the information to the service representative 5a, information desired by a service representative can be accurately obtained by a one-click operation by a user, and can be instructed to the service representative.

The component for automatically acquiring the above-mentioned setting information according to the present invention is a Web site of the support center.
It is downloaded from the server 3 to the user terminal 1 and used. The user can execute the download of the component stored in the homepage by one-clicking the download instruction input button 5b of the Web page 5 by the support service provider (step S1). With the execution function by downloading, the user does not need to prepare special software.

In the present invention, Active X is a component for automatically acquiring the above set condition values.
Use components. The Active X component incorporates OLE (object linking and embedding) technology to enable cooperative processing on a network, and can download and execute a program with a WWW browser. This OLE is Windows
s (Microsoft) to realize cooperative processing between applications, such as creating a compound document by pasting data created by one application into a file of another application, or by using the functions of another application You can call it and use it as if it were your own function. For example, it is possible to import graph data created by spreadsheet software into a word processing software document and edit the graph data in the word processing software.

In FIG. 2, the Active X component downloaded by the user terminal 1 automatically acquires predetermined set value data of the user terminal 1 and writes it in each field 5a of the Web page 5 (step S2). The user confirms the write information and presses the confirmation button 5c if there is no problem (step S3). As a result, the determined data is held as the corresponding homepage data of the Web server 3. The support technician determines the cause of the failure or the like using the support terminal 2 with reference to the determined data (step S4), and gives instructions or requests by telephone with the user of the user terminal 1 (step S5).

According to this system, the user can confirm in advance the data to be sent to the support destination.
If there is information that the user does not want to convey in the information automatically generated by the Active X component, it can be cut. In addition, if the Active X component is used, the support side can obtain not only the value from the registry of the PC but also the set value of various software.

FIG. 3 is a flowchart for explaining a processing example of the user support method by Web of the present invention. When a trouble or an accident requiring a support request occurs in the user terminal, the user first determines whether or not the latest Active X component has already been acquired (step S11). Access the Web page (Step S
12), a download instruction is input from the Web page (step S13).

Then, A from the Web server to the user terminal
The download of the active X component is executed (step S14), and the Active X component automatically collects predetermined setting value information of the user terminal (step S15). In step S11, A
If the active X component has been acquired, a predetermined instruction is input to automatically collect a predetermined setting value in step S15.

The user confirms the information automatically collected by using the Active X component on the Web page, and if there is no problem in browsing by the support terminal, inputs a confirmation instruction (step S16). At this point, the collected data is stored as determined data on the corresponding homepage of the Web server. Then, the user calls the support service by telephone and makes a service request (step S1).
7) The person in charge of the support service examines the cause determination and countermeasure of the trouble or accident while referring to the above-mentioned confirmed data on the corresponding Web page, and executes the support service by giving an operation instruction to the user by telephone. (Step S18). The user executes the repair according to the support instruction (step S19).

The setting value information that can be obtained by the Active X component according to the present invention includes, for example, the following data (the data stored in the registry and the data stored in the BIOS (BIOS is an older P
C may not be available))). System information includes computer name, model name (PC body), machine maker,
Machine name, machine serial, platform, version number, build number, service pack, CPU name |
Number of clocks (unit: MHz), physical memory (unit: MB),
OS product ID. The network information includes a computer name, a logon user name, a domain name, a DNS server, a MAC address, a network card, an IP address / netmask, and a default gateway. Media information includes video / CRT type, video card, screen resolution, media microphone, and media sound.
Peripheral device information includes keyboard, mouse, total number of drives, logical drive | type | total capacity | free space, USB,
Modem, printer. As software information, software name | language | product version | product name | file update date | installation directory and screen image

As a specific example of the analysis of the information as described above, for example, when the driver for the peripheral device of the PC does not work, the compatibility problem with other drivers is often the cause. , The problem as described above can be determined. Further, for example, it is possible to check whether a driver necessary for operating the software is installed. Also, if a driver that reads the firmware version of the CD-RW and writes it to the registry is created, it is not necessary for the user to open the lid of the PC and check it. Also, in the information system department such as a company, for example, the system stopped working by changing the setting, but the information that was useful for solving problems such as when the setting was changed is not stored in the operator's memory. Obtainable.

A program for executing the Web-based support service method according to the present invention is stored in a server accessible from a user terminal and a support terminal by a Web system. As a recording medium, specifically, a CD-ROM, a magneto-optical disk, a DVD-RO
M, a floppy (registered trademark) disk, a flash memory, and various other ROMs and RAMs can be assumed. A computer program that causes the computer to execute the above-described support service method of the present invention on these recording media and realizes a program for realizing the function is provided. By recording and distributing, it is easy to realize the function. Then, the program is read by the information processing apparatus by attaching the recording medium as described above to an information processing apparatus such as a computer, or the program is stored in a storage medium provided in the information processing apparatus, and if necessary, By reading, the support service method according to the present invention can be executed.

[0033]

As is apparent from the above description, according to the present invention, there is no need to prepare special software on the user side, and information necessary for determining a support service is automatically obtained from the target terminal device. By making it possible to easily refer to the support terminal on the Web, it is possible to provide a reliable and quick support service, thereby enabling the user to enjoy high convenience in the support service. A Web-based support service system, a support service method, a program for executing the method, and a recording medium can be provided.

[Brief description of the drawings]

FIG. 1 is a diagram conceptually showing a system configuration for executing user support by Web of the present invention.

FIG. 2 is a diagram for explaining a Web-based user support system of the present invention.

FIG. 3 is a flowchart for explaining a processing example of a Web-based user support method of the present invention.

[Explanation of symbols]

DESCRIPTION OF SYMBOLS 1 ... User terminal, 2 ... Support terminal, 3 ... Web server, 4 ... Internet line, 5 ... Web page, 5a
... field, 5b ... download instruction input button, 5
c ... Confirmation button.

Continued on the front page (72) Inventor Ryo Tamai 1-3-6 Nakamagome, Ota-ku, Tokyo Ricoh Co., Ltd. (72) Inventor Ominate 1-3-6 Nakamagome, Ota-ku, Tokyo Ricoh Co., Ltd. Inside

Claims (13)

[Claims] 1. A web server connectable from a terminal device via an Internet line, the web server comprising:
Accepts and holds data input of a predetermined item related to the user terminal device from a user terminal device with respect to a homepage provided by the Web server, and refers to the predetermined item data by a support terminal for performing a support service for the user terminal device. By permitting, in the support service system by Web, which enables the support terminal to make a determination to perform the support service of the user terminal, the input of the predetermined item data in the user terminal is performed by the server A web-based support service system, which is executed by a downloaded component. 2. The web-based support service system according to claim 1, wherein the component automatically inputs various set value data predetermined for the user terminal device when inputting data of a predetermined item to the home page. A Web-based support service system, which automatically performs a process of acquiring and writing the acquired data in a predetermined field set in a predetermined Web page of the homepage. 3. The web-based support service system according to claim 1, wherein the download of a component from the web server to the user terminal is performed by pressing a download instruction button set on a predetermined web page on the home page. A Web-based support service system, which is automatically executed by being pointed at a terminal. 4. The web-based support service system according to any one of claims 1 to 3, wherein a confirmation button for setting acquired data written from said user terminal to said home page as confirmation data is a predetermined button of said home page. A support service system based on Web, wherein the acquired data is set as fixed data, and reference from the support terminal is permitted only when the set button is pointed to on a Web page. 5. The web-based support service system according to claim 1, wherein said component is an Active X component. 6. Using a Web server connectable from a terminal device via an Internet line, inputting data of predetermined items related to the user terminal device from a user terminal device to a homepage provided by the Web server. The support service method using Web, wherein the support service is provided in the Web server, and the support service provider can perform the support service of the user terminal by referring to the predetermined item data stored in the Web server. The input of the predetermined item data in the user terminal is executed by a component downloaded from the server, and the web-based support service method. 7. The web-based support service method according to claim 6, wherein, when inputting data of a predetermined item to the home page, the component automatically sets various kinds of set value data relating to the user terminal device as the component. A web-based support service method, comprising using a component that automatically acquires and writes the acquired data into a predetermined field set in a predetermined Web page of the homepage. 8. The web-based support service method according to claim 6, wherein:
b, downloading of components from the server to the user terminal is automatically performed by pointing a download instruction button set on a predetermined Web page on the home page to the user terminal. Support service method by Web. 9. The web-based support service method according to any one of claims 6 to 8, wherein a confirmation button for setting acquired data written from said user terminal to said home page as confirmation data is provided on said home page. Setting the Web page, and when the user points the confirmation button, the acquired data is stored as the confirmation data, and the reference from the support terminal is executed with respect to the stored confirmation data. By support service method. 10. The Web-based support service method according to claim 6, wherein an Active X component is used as the component. 11. The web-based support service method according to claim 10, wherein when a trouble or an accident that requires the support of the user terminal occurs, the user terminal uses the predetermined WWW of the homepage.
Access the web page, and from the web page,
An active X component is downloaded from the Web server to the user terminal by inputting an instruction to download the active X component, and the Active X component automatically collects predetermined setting value information of the user terminal. The set value information is written in a predetermined input field of the Web page, and the user inputs the information automatically collected by using the Active X component to the Web page.
Confirmation on the page, if there is no problem in browsing the support staff by the support terminal, enter a confirmation instruction and store the collected data as referable data in the corresponding homepage of the Web server. A support service method using a Web, wherein the support content is determined by referring to the determined data on the page to determine the support content and instructing the user by an operation instruction by telephone. 12. A program for executing the web-based support service method according to claim 6. Description: 13. A recording medium on which the program according to claim 12 is recorded.