JP2003050880A - Host device for supporting maintenance and management service - Google Patents

Abstract

PROBLEM TO BE SOLVED: To omit troublesome work of an operator on a host device side, to simplify ordering work, to improve the efficiency of maintenance and management work, to reduce costs, to report latest maintenance and management conditions to a user and to maintain and manage a communication information terminal in the best state at all times. SOLUTION: In a maintenance and management service supporting system 100, when abnormality occurs in a copying machine 6, abnormality information and fault coping processing information, etc., are transferred by electronic mail just by performing an extremely easy input operation among a host computer 1, a PC 2, a potable telephone 3, a portable telephone 4, a PC 5, the copying machine 6 and a host computer 7 for stock management. Also, the host computer 1 manages the schedule of a person in charge of services, confirms the stock of change components required for the repair of the copying machine 6 and orders them with the electronic mail.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a maintenance management service support host device for maintenance management of an information communication terminal device.

[0002]

2. Description of the Related Art In recent years, systems that support services via the Internet have become common. Conventionally, as a service support system in which a host device for maintenance management and an information communication terminal device in a remote place are connected via a communication line, when an abnormality occurs in the information communication terminal device, the identification information of the information communication terminal device and A remote diagnosis system has been devised that automatically notifies the host device of abnormality information from the information communication terminal device.

[0003]

However, in the above-described conventional service support system, for example, the host device of the maintenance management company may detect abnormality information from the information communication terminal device of the customer or identification information of the information communication terminal device. When the operator receives the message, the operator in charge was performing the work of confirming the received contents, specifying the necessary changed parts, inquiring about inventory confirmation of the changed parts, ordering, etc., so the operator's work is complicated, work efficiency, labor cost There was room for improvement in terms of cost.

Further, since the operator in charge of the host device has contacted the service person in charge after performing the above-mentioned complicated work, it takes time for the service person to reach the customer and deal with it. It was difficult to take proper measures. Further, the failure notified from the information communication terminal device to the host device is often a serious abnormality,
The user was very inconvenient because he could not know the recovery prospect of the information communication terminal device and the failure handling status until the serviceman arrived.

An object of the present invention is to eliminate complicated work by an operator on the host device side, simplify ordering work for changed parts, improve efficiency of maintenance management work and reduce cost, and provide users with the latest maintenance management. Notify the situation,
It is to maintain and manage the communication information terminal device always in the best condition.

[0006]

In order to solve the above problems, the present invention has the following features.

According to the first aspect of the present invention, there is provided a maintenance management service support host device which is connected to an information communication terminal device and an inventory management host device via a communication network to support a maintenance management service of the information communication terminal device. Then, when an abnormality occurs in the information communication terminal device, abnormality information receiving means for receiving abnormality information from the information communication terminal device, the abnormality information, and changed part information corresponding to the abnormality of the information communication terminal device. And an abnormality content table storage means for storing an abnormality content table for associating with, and an abnormality content table data reading means for reading out the changed part information by referring to the abnormality content table based on the abnormality information, and for inventory management. And an ordering means for receiving the ordering result from the host device.

According to the first aspect of the present invention, information can be transmitted between the customer side and the maintenance management company, parts can be ordered, a serviceman's schedule can be managed, etc., by a very simple procedure. Therefore, the work by the operator is made efficient, the time required for the maintenance and management work can be greatly shortened, and the cost such as the labor cost can be reduced. In addition, when a problem such as a failure occurs in the information communication terminal, it is possible to promptly deal with the problem and perform maintenance management so that the information communication terminal can always be used in the best condition.

According to a second aspect of the invention, in the first aspect of the invention, an identification information receiving means for receiving the information communication terminal device identification information transmitted from the information communication terminal, and at least the information communication terminal device identification information. And a maintenance management data storage unit that stores a maintenance management database that associates the maintenance person information of the information communication terminal device with each other, and at least the previous term with reference to the maintenance management database based on the information communication terminal device identification information. At least a part of the changed part information is stored in a maintenance management data reading means for reading out maintenance person information of the information communication terminal apparatus and a portable information communication terminal apparatus of the maintenance person obtained by referring to the maintenance person information. It is characterized by further comprising a changed part information transmitting means for transmitting.

According to a third aspect of the present invention, in the second aspect of the present invention, the abnormality content table further associates the abnormality information with the abnormality content that has occurred in the information communication terminal device. The content table data reading means reads the abnormality content by referring to the abnormality content table based on the abnormality information, and the maintenance management database further includes the information communication terminal device identification information and the information communication terminal device. The maintenance management data reading means refers to the maintenance management database on the basis of the information communication terminal device identification information to read the customer information of the information communication terminal device, The portable information communication terminal device of the maintenance person, which is obtained by referring to the maintenance person information, contains a small amount of the abnormality content and the customer information. Ku and is characterized by further comprising a maintenance information transmission means for transmitting a part also.

According to the second and third aspects of the present invention, the information necessary for solving the abnormality of the information communication terminal device to be maintained and managed can be promptly transmitted to the maintenance person.

The invention according to claim 4 is the invention according to claim 2 or 3.
In the maintenance management service support host device described above, an abnormality handling processing information receiving unit that receives the abnormality handling processing information transmitted from the portable information communication terminal device of the maintenance person, and the changed component based on the abnormality handling processing information. It is characterized by further comprising an order content generation means for generating the order content.

According to the invention described in claim 4, it is possible to notify the user of the progress of the abnormality handling processing by the maintenance management side of the information communication terminal device. In addition, it is possible to make an inquiry for stock confirmation or make an order to the stock management host device.

According to a fifth aspect of the present invention, in the maintenance management service support host apparatus according to any one of the first to fourth aspects, there is provided inventory information receiving means for receiving the inventory information of the changed parts transmitted from the inventory management host apparatus. And display means for displaying the inventory information.

According to the fifth aspect of the invention, the latest inventory management information can always be acquired and displayed.

[0016]

BEST MODE FOR CARRYING OUT THE INVENTION Embodiments of the present invention will be described in detail below with reference to the drawings. First, the configuration will be described. Figure 1
FIG. 1 is a diagram showing an overall configuration of a maintenance management service support system 100 in this embodiment. As shown in FIG. 1, a maintenance management service support system 100 includes a maintenance management company host computer 1 (management device), a maintenance management company center operator PC 2, a maintenance management company service person's mobile phone 3, and a maintenance management company. Mobile phone 4 of the sales staff of the customer, PC 5 of the copier administrator of the customer, copier 6 (managed device) to be used by the customer user for maintenance, host computer 7 for inventory management of the parts ordering destination, proxy The server 8 and the relay server 9 are connected via a wired or wireless telephone line and the Internet N so that data can be transmitted / received and input / output can be performed.

In the maintenance management service system 100, the host computer 1, which is a maintenance management device, and the copying machine 6, which is a maintenance target device, are connected to the Internet N via a proxy server 8 having a firewall function. . In addition, the mobile phones 3 and 4 are the radio base stations R connected to the Internet N.
Further, by connecting via the wireless communication network S, it is possible to connect to the Internet N. Further, the relay server 9 is connected to the Internet N via a public line or a private line.

In FIG. 1, the host computer 1, the PC 2, the mobile phone 3, the mobile phone 4, the PC 5, the copying machine 6, and the inventory management host computer 7 are connected to the telephone line and the Internet N, respectively. Although the case where they are connected directly or indirectly is shown, the number of these, installation locations, etc. are not particularly limited. The copy machine 6 may be connected to the Internet N via an arbitrary provider. In the present embodiment, an example in which the copy machine 6 is connected to the Internet N via the proxy server 8 and is also connected to the Internet N via the relay server 9 will be described.

The host computer 1 is a computer managed by a service company that maintains and manages the copy machine 6, and processes information for coping with a failure of the copy machine in a remote place. Specifically, via a proxy server 8 that is a firewall that limits the information that passes through,
It is connected to the Internet N. The host computer 1 receives, via the relay server 9, information about maintenance management of the copy machine 6 transmitted from the copy machine 6. According to the received information, when a failure occurs in the copying machine 6, a service person is dispatched to a customer, a sales staff is contacted, parts inventory confirmation and ordering, failure handling processing information is exchanged, response results are recorded, etc. Including failure handling processing, parts order processing, status notification processing, etc.

Further, the host computer 1 opens a copy machine maintenance management information providing site (not shown) on the Internet N and provides failure handling processing information. The failure handling processing information (abnormality handling processing information) is information for the maintenance person to identify the processing to be performed on the copying machine 6 in which the abnormality has occurred. Specifically, the information handling terminal identification information and the maintenance person in charge. At least a part of the person information, an order for the changed parts, an expected delivery date to the customer, and the like are included. When the host computer 1 receives the failure notification from the copy machine 6 via the relay server 9, it issues one host reception number for each failure and sends this number to the customer's copy machine manager's PC 5. To notify you. If you access the copy machine maintenance management information site based on this host reception number,
The latest information such as failure handling processing information can be acquired.

The PC 2 is a LAN (Local Area Network)
Is connected to the Internet N via a proxy server 8 and receives various maintenance management information from the host computer 1 via the Internet N and the relay server 9 and displays this information on a display device. To display. The PC 2, the host computer 1, the mobile phone 3, the mobile phone 4,
PC 5, copy machine 6, host computer 7 for inventory management
And send and receive e-mail, etc. to send and receive failure information.

The mobile phone 3 and the mobile phone 4 are connected to a radio base station R via a radio communication network S, communicate with the radio base station R via the Internet N, and copy provided by the host computer 1. It has functions such as access to machine maintenance management information providing sites and the sending and receiving of e-mail. The mobile phone 3 is carried by a service person of the maintenance management company, and the mobile phone 4 is carried by a sales staff of the maintenance management company.

The PC 5 is a PC used by the administrator of the copy machine 6 at the customer's side, and is connected to a company line such as LAN.
Further, it is connected to the Internet N via the proxy server 8. The PC 5 receives various maintenance management information from the host computer 1 and displays this information on the display device. Further, according to instructions from the center operator, the failure information and the like are exchanged with the host computer 1, the PC 2, the mobile phone 3, the mobile phone 4, the copy machine 6, and the inventory management host computer 7 by sending and receiving electronic mail.

The copy machine 6 is connected to the PC 5 via an in-house line, receives various data relating to maintenance and management via the Internet N via the relay server 9, and receives failure information and information communication terminal device identification information. It is transmitted to the host computer 1 via the Internet N via the relay server 9. The information communication terminal device identification information is information for uniquely identifying the copier 6, and specifically includes a copier serial number, an IP address, a MAC address, etc., but in the present embodiment, an electronic mail is used. Use address. An electronic mail address is given to the copy machine 6, and information is exchanged with the host computer 1 or the PC 5 by electronic mail. It also has a facsimile transmission function.

The stock management host computer 7 is a computer managed by a company to which an order is placed such as parts and consumables necessary for maintenance and management of the copying machine 6, and is installed in a place different from the host computer 1. It is connected to a printer (not shown) or the like via a company line, and is further connected to the Internet N. The stock management host computer 7 manages stock information of parts and consumables for the copying machine 6 in the jurisdiction. Inventory information is information for confirming the existence of the changed part at a specific location at a certain point of time. Specifically, the presence or absence of the changed part, the quantity when it exists, and the delivery schedule when it is out of stock. Including due date. The inventory management host computer 7 includes the host computer 1,
Upon receiving the parts inventory confirmation instruction and order contents from the PC 2 and the mobile phone 3, according to the received contents, inventory confirmation,
Accepts ordering, etc., and returns the inventory confirmation result (whether there is stock) and the order acceptance e-mail.

The proxy server 8 is provided in each in-house line of each of the customer company and the maintenance company, and has a firewall function of restricting passing information. Specifically, the host computer 1 and the copy machine 6 limit the information received via the Internet N.

The relay server 9 is connected to the network N outside the internal lines of the customer company and the maintenance company. The relay server 9 relays between the host computer 1 and the copy machine 6 which are respectively provided with the proxy servers 8, and transmits / receives information regarding the maintenance management of the copy machine 6. Since the proxy server 8 has a firewall function, it is difficult to obtain information on the host computer 1 and the copy machine 6 from the outside (network N) because of security problems. Therefore, in the present embodiment, the transmission and reception of the maintenance management information between the host computer 1 and the copy machine 6 is performed by providing the host computer 1 and the specific relay server 9 which allows the transmission and reception of the information with the copy machine 6. To enable.

Specifically, the relay server 9 transfers the abnormality information and the e-mail address transmitted from the copying machine 6 to the host computer 1 in the failure handling processing described later, and the failure transmitted from the host computer 1 is transferred. The corresponding processing information is transferred to the copy machine 6.

Although the line form of the Internet N is illustrated as a ring form in FIG. 1, it is arbitrary. Further, the connection between each terminal device may be wired or wireless. However, from the viewpoint of reliability of information management, it is desirable that the network has a security that can be accessed only by a specific user. The Internet N includes, for example, various communication line networks such as a telephone line network, an ISDN line network, a leased line, a mobile communication network, a communication satellite line, and a CATV line network, and an Internet service provider and a base station that connect them. included. Further, in addition to a relay device such as a router for analyzing transmitted / received data, setting a transmission path, and transferring, a concentrator such as a hub having a predetermined number of ports is included.

Next, the internal configuration of the host computer 1 shown in FIG. 1 will be described with reference to FIG. FIG. 2 is a block diagram showing the functional configuration of the host computer 1.
As shown in FIG. 2, the host computer 1 has a CPU 1
1, input unit 12, RAM 13, display unit 14, storage unit 1
5, a recording medium 16 and a communication unit 17, and each unit except the recording medium 16 is a computer connected by a bus 18.

CPU (Central Processing Unit) 11
Reads the program stored in the storage unit 15 and expands it in the RAM 13, and centrally controls each unit according to the program. That is, the CPU 11 executes a failure handling process, a component ordering process, and a status notification process, which will be described later, in accordance with the program loaded in the RAM 13, and the process result is RA.
It is stored in M13 and displayed on the display unit 14. Then, the processing result stored in the RAM 13 is saved in a predetermined area inside the storage unit 15 or the recording medium 16. Also, C
The PU 11 has a function as an abnormality content table data reading means, an ordering means, a maintenance management data reading means, and an ordering content generating means.

The input unit 12 comprises a keyboard having character / number input keys, cursor movement keys, various function keys and the like, and a mouse which is a pointing device having a click button. The input unit 12 receives a press signal from the keyboard and an operation signal from the mouse.
It is output to the CPU 11 as an input signal.

A RAM (Random Access Memory) 13 is
In each of the above-mentioned processings controlled by the CPU 11,
It forms a temporary storage area for all or part of various programs read from the storage unit 15 or the recording medium 16 and data.

The display unit 14 is an LCD (Liquid Crystal D).
isplay), a CRT (Cathode Ray Tube), or the like, and displays display data on the screen according to an instruction of a display signal input from the CPU 11. In addition, the display unit 14
Has a function as a display unit.

The storage unit 15 is composed of a non-volatile semiconductor memory such as an HD (Hard Disc) and stores various programs executable by the host computer 1, data processed by the various programs, and the like. In addition, the storage unit 15 has a recording medium 16 that is detachably mounted, and the recording medium 16 is composed of a magnetic or optical recording medium. The program is stored in the form of a computer-readable program code, and the CPU 11 sequentially executes operations according to the program code.

The programs or data stored in the storage unit 16 may be partially or wholly received by the communication unit 17 from another device via a transmission medium such as a communication line and stored. On the contrary, the program or data may be transmitted from the communication unit 17 via a transmission medium and installed in another device. It should be noted that the programs and data also include those realized by firmware integrated with computer hardware.

The recording medium 16 is a maintenance management information DB (Data
Base) inside. The maintenance management information DB includes a failure reception table 16a, an abnormality content table 16b, a customer information table 16c, and a charge information table 1.
6d and the like are stored in an updatable file format. The recording medium 16 also has a function as an abnormality content table storage unit and a maintenance management data storage unit.

In the failure reception table 16a shown in FIG. 3, the host computer 1 detects that an abnormality notification of the copying machine 6 has been detected.
When a host reception number is attached to each abnormality notification by, the host number, the reception date and time, the copy machine serial number, the email address of the copy machine 6, the abnormality code for classifying the type of failure, the repair status, etc. are stored. .

In the abnormality content table 16b shown in FIG. 4, the abnormality code (abnormality information) generated by the copy machine 6 based on the abnormality detected by the copy machine 6 and the changed part information corresponding to the abnormality of the copy machine 6 correspond to each other. These are attached files and have a known data structure. Preferably, the abnormality code is associated with the abnormality content generated in the copy machine 6.

Here, the changed part information is the part related to the abnormality that has occurred in the copying machine 6, and the part that can be restored by the maintenance person to replace the abnormality. Specifically, the name of the changed part, the model number of the changed part, the unit price of the changed part, and the like are included. Further, the above-mentioned abnormality content is information that makes it possible for a third party who is not there to recognize the abnormality that has occurred in the copying machine 6, and specifically includes sentences, pictures, voices, and the like that express the abnormality.

The customer information table 16c shown in FIG. 5 stores customer information. The customer information is information relating to a corporation or an individual who owns or uses the copy machine 6, and specifically includes a customer identification ID, a customer name, a contact person's name, an email address, a telephone number, an address, etc. Including.

The staff information table 16d shown in FIG. 6 stores maintenance staff information. The maintenance person information is used to inform the service person in charge of maintaining the copy machine 6 of information for maintenance management such as the details of failure and customer information, and to inform the user of the copy machine 6 of the maintenance person. This is necessary information. Specifically, the ID of the service person in charge, the name, the telephone number, the e-mail address, the serial number of the customer copier in charge, the ID of the sales staff in charge, the telephone number of the sales staff in charge, the email address of the sales staff in charge. Including etc.

In the communication section 17, the host computer 1
With external devices such as the mobile phone 3, the mobile phone 4, the PC 5, the copy machine 6, the stock management host computer 7 of FIG. 1 connected via the Internet N, or the PC 2 connected via a network such as a LAN. Modem (MODEM: MOdulator / DEModulator) or terminal adapter (TA: Terminal Adapter) for communication
Alternatively, various information is configured by a communication device such as a telephone. The communication unit 17 also has a function as an abnormality information receiving unit, an identification information receiving unit, a changed part information transmitting unit, a maintenance management information transmitting unit, an abnormality handling processing information receiving unit, and an inventory information receiving unit.

The host computer 1 (management device)
Various information transmitted between the copy machine 6 and the copy machine 6 (managed device) is converted into a predetermined data structure, predetermined encrypted data, and a predetermined protocol and then transmitted. What is a data structure?
For example, a markup language such as XML that includes a metafile (information that manages data) or HTML that includes a tag, a script language written in Java (registered trademark) language or Perl language, and binary data that is the program itself. Including etc. Encryption is the conversion of data according to predetermined rules in order to prevent it from being stolen or tampered with by a third party during communication when exchanging digital data such as documents and images through a network such as the Internet. However, deciphering is extremely difficult, and restoring encrypted data to make it decipherable is called compounding.

In general, a "key" corresponding to an encryption table is used for encryption and decryption, but there are public key encryption using two pairs of keys and common key encryption using the same key for both. The former includes RSA, ElGamal encryption, elliptic curve encryption, etc., and the latter includes US government standard DES and IDE.
There are A, FEAL, MISTY, etc., and any of the above can be used in the present invention. Further, the protocol is a predetermined communication procedure for normal communication between the management device and the managed device, for example, used line, communication speed, data error detection, data error handling,
Duplex communication / half-duplex communication etc. are specified. TCP / IP is used on the Internet, and SMTP (e-mail transmission, Send Mail Protocol) is further used on TCP / IP.
ol), HTTP (Hyper Text Transfer Protocol), V
Although a PN (Virtual Private Network) is used, the present invention is not limited to these and can be used appropriately.

Next, the operation will be described. The failure handling processing, component ordering processing, and status notification processing, which are the main operations according to the present invention, will be described with reference to the time chart of FIG. 7 and the screen display examples of FIGS. 8 to 10.

As a premise of the operation description, a program for realizing each process described in the time chart of FIG. 7 is stored in the storage unit 15 in the form of a computer readable program code, and the CPU 11 is ,
The operation according to the program code is sequentially executed. Further, the CPU 11 can also sequentially execute the operation peculiar to the present embodiment by utilizing the program and data supplied from the outside via the communication unit 17.

When a failure occurs in the copy machine 6 of the customer user, the copy machine 6 sends an error code to the host computer 1 of the maintenance company by e-mail to notify the failure. When the copy machine 6 is set to perform the dial-up connection, the copy machine 6 sends the abnormal code e-mail to the host computer 1 via the administrator's PC 5.
When the copy machine 6 becomes unable to send and receive e-mail due to a failure, the copy machine 6 sends a facsimile to the maintenance management side and notifies the copier 6 of the e-mail address and error code.

The host computer 1 not only waits for the failure notification from the copying machine 6 as described above, but also regularly monitors whether or not a failure has occurred in the copying machine 6 and actively performs maintenance management.

When the host computer 1 receives the failure notification from the copying machine 6 as described above and receives the error code and the e-mail address, it refers to the customer information table 16c in FIG. The serial number of the copy machine 6 is acquired originally. Next, in the failure reception table 16a of FIG. 3, the reception date and time of the failure notification, the serial number and e-mail address of the copying machine 6 in which the failure has occurred, the error code, and the repair status are written, and the host reception number is acquired in the order in which the failure information was acquired. Is added.

Next, the host computer 1 sends an e-mail to the copy machine 6 to start displaying the failure response status panel on the display screen of the copy machine 6, and to execute the latest failure response until the failure response processing is completed. Display processing information. In this failure response status panel display, the latest failure response processing information including the failure notification reception by the maintenance management company and the estimated arrival time of the service person at the customer's destination is displayed.

At the same time, the host computer 1 sends the host reception number to the customer's manager's PC 5 by e-mail and displays it on the display screen of the copying machine 6 as well. The customer administrator or user can always obtain the latest failure handling processing information by accessing the copy machine maintenance management information providing site provided by the maintenance management company based on this reception number. However, this copier maintenance management information providing site has different display items depending on the person who accesses it (see FIG. 11).

Subsequently, the host computer 1 obtains the abnormality content by referring to the abnormality content table 16b of FIG. 4 on the basis of the abnormality code and the electronic mail address acquired from the copying machine 6, and the customer information table of FIG. 16c to obtain customer information. Here, when the automatic parts ordering is set, the host computer 1 sends the order contents by e-mail to the inventory management host computer 7
To check the parts inventory and place an order. The contents of this order include information (organization name, branch name, address, telephone number, etc.) about the organization to which the person in charge of maintenance of the changed parts of the copying machine 6 belongs, the number of replacement parts, the customer's address for delivery, the delivery date, etc. Be done.

The host computer 1 causes the PC 2 to display the details of the abnormality, customer information, etc. (see FIG. 8). The abnormality notification screen is provided with a host reception number, reception time, serial number and e-mail address of the copying machine 6, customer information, abnormality content, changed parts, part numbers, and an order button and a contact button. However, if the host computer is already
If parts have already been ordered due to 1, the order button will not be displayed.

When the center operator presses the contact button on the abnormality notification screen displayed on the PC 2, an e-mail is sent to the mobile phones 3 and 4, and the emergency notification screen (see FIG. 9) is displayed on the mobile phone. 3 and mobile phone 4.

On the emergency notification screen, the host reception number, reception time, serial number and e-mail address of the copying machine 6, customer information, abnormality content, changed parts, part numbers, reception button, order button, arrival time input A column and an arrival time button are provided. However, if the changed parts have already been ordered by the host computer 1 or PC 2, the order button is not displayed.

When the accept button is pressed on the mobile phone 3 or the mobile phone 4, the host computer 1
Also, an electronic mail for acceptance confirmation is sent to the PC 2.
Upon receiving this e-mail, the host computer 1
Sends an e-mail indicating a failure processing instruction to the mobile phone 3, and sends an e-mail notifying the instruction content to the mobile phone 3 to the mobile phone 4. Mobile phone 3
After receiving the response instruction e-mail, the service engineer confirms the detailed status of the failure with the customer manager by telephone.
The customer manager confirms the detailed failure status of the copying machine 6 and informs the service person.

When the parts order is automatically placed by the host computer 1, the order button is pressed by the center operator while the abnormality notification screen is displayed on the PC 2, or the order button is pressed by the service person on the mobile phone 3. When the order management host computer 7 automatically sends the order contents, the stock confirmation and the order of the changed parts necessary for the failure recovery are performed.

When the inventory management host computer 7 receives an e-mail confirming the stock of parts and placing an order from the host computer 1, the PC 2, or the mobile phone 3, the host computer 1 sends an e-mail notifying the presence or absence of stock and the order acceptance. , PC2, and mobile phone 3 are returned. The order contents are displayed on the display screen of the inventory management host computer 7, and the order contents are printed out from the printer connected to the inventory management host computer 7.

When the service person inputs the estimated arrival time to the customer on the mobile phone 3 and presses the arrival time button, the mobile phone 3 receives the host computer 1,
An electronic mail is sent to PC2, PC5, and copy machine 6 to notify the estimated arrival time. Further, based on the detailed condition of the failure confirmed as described above, the service person sends an e-mail to be addressed from the mobile phone 3 to the host computer 1, PC 2,
It is sent to the PC 5 and the copy machine 6 to notify the correspondence schedule.

When the host computer 1 receives the e-mail of the correspondence plan from the mobile phone 3, the host computer 1 transfers the correspondence plan to the copying machine 6 and the PC 5, and sends the progress notification screen (see FIG. 10) to the mobile phone 3 by e-mail. Send.
This progress notification screen is provided with a customer arrival notification button, a repair completion notification button, a scheduled return time input field, and a return time button. When the serviceman arrives at the customer and presses the customer arrival notification button in the progress notification screen displayed on the mobile phone 3, the mobile phone 3 sends a customer arrival notification e-mail to the host computer 1 and the PC 2. .

Subsequently, when the service person starts the repair of the copying machine 6 at the customer's site and inputs the repair start from the copying machine 6, the copying machine 6 sends the input contents to the host computer 1 by e-mail. To do. Upon receiving this e-mail, the host computer 1 sends a repair start mail to the PC 2 and causes the display screen of the PC 2 to display that the repair has started.

The host computer 1 also obtains the serial number of the copy machine 6 from the electronic mail address of the copy machine 6 by referring to the failure acceptance table 16a of FIG. Next, based on this serial number, a machine information table (not shown) is referred to, the machine information of the copy machine 6 is acquired, and transmitted to the copy machine 6 by e-mail to be displayed on the display screen of the copy machine 6. . The machine information is, for example, information necessary for failure coping processing for the copy machine 6, such as past failure history of the copy machine 6 and version information. Subsequently, the host computer 1 again transmits the progress notification screen to the mobile phone 3 by e-mail and displays it. However, the customer arrival notification button is not displayed here.

When the repair of the copy machine 6 is completed and the service person presses the repair completion notification button on the mobile phone 3, the mobile phone 3 receives the host computer 1, PC 2,
Also, an e-mail is sent to the mobile phone 4 to notify the completion of repair. When a repair completion notification is input from the copier 6 by the service person, the copier 6 sends an e-mail to the host computer 1, PC 2, and mobile phone 4 to notify the repair completion.

Upon receipt of the repair completion notification mail, the PC 2 displays the repair completion on the display screen. Further, the host computer 1 rewrites “not yet” in the repair status column of the failure acceptance table 16a to “completed”, calculates the time elapsed from the acceptance date and time to this writing, and records the recording medium 16 in advance according to the elapsed time. The failure processing result, thank-you note, apology, and the like stored in the standard sentence are read out and sent to the PC 5 and the copy machine 6 by e-mail.

Subsequently, the host computer 1 sends a progress notification screen to the mobile phone 3 by e-mail. However, the customer arrival notification button and the repair completion notification button are not displayed here. On this progress notification screen, when a service person inputs an arbitrary time in the scheduled return time field and presses the return time button, the mobile phone 3 sends an e-mail notifying the host computer 1 and the PC 2 of the scheduled return time. After the transmission, the failure management process, the parts ordering process, and the status notification process by the maintenance management service support system 100 are completed.

As described above, according to the maintenance management service support system 100 of this embodiment, the copying machine 6
If an abnormality occurs in the host computer 1, PC2,
Abnormality information, failure handling processing information, etc. are exchanged by e-mail only by performing a very simple input operation among the mobile phone 3, the mobile phone 4, the PC 5, the copy machine 6, and the inventory management host computer 7. The host computer 1 also manages the schedule of the service person in charge, confirms the inventory of the changed parts necessary for repair of the copying machine 6, and places an order by e-mail.

Therefore, according to the maintenance management service support system 100 to which the present invention is applied, information transmission between the customer side and the maintenance management company, ordering of parts, schedule management of a service person, etc. can be performed by a very simple operation. It can be carried out. Therefore, the work by the operator is made efficient, the time required for the maintenance and management work can be greatly shortened, and the cost such as the labor cost can be reduced. Further, since the host computer 1 actively monitors for maintenance management, when a problem such as a failure of the copying machine 6 occurs, it is promptly dealt with, and
It is possible to maintain and manage the copy machine 6 so that it can always be used in the best condition. Furthermore, the customer's anxiety can be eliminated because the maintenance management company's response status to the failure is sequentially notified to the customer by e-mail.

Further, even when the copy machine 6 fails and it becomes impossible to send and receive e-mails, the copy machine 6
Since the failure information is notified to the maintenance management side by facsimile transmission, the maintenance management side can acquire the failure information of the copying machine 6. On the other hand, when the copy machine 6 cannot display the screen, the host computer 1 to the PC 5
To send an e-mail notifying the receipt number of the failure to the customer, the administrator on the customer side always obtains the latest failure handling processing information based on this receipt number by accessing the copy machine maintenance management information providing site. be able to.

The description contents in this embodiment are as follows.
This is a preferred example of the print control system according to the present invention, and the present invention is not limited to this. For example, in the present embodiment, e-mail is used as the information communication terminal device identification information, but information for uniquely identifying the information communication terminal, such as the serial number and MAC address of the information communication terminal device, should be used. May be

Further, in the present embodiment, when a failure notification is received from the copying machine 6, the host computer 1 automatically sends an e-mail to contact a service person, order a changed part, and copy the copying machine 6. However, the present invention may be applied to replenish the consumables in the copying machine 6. For example, when consumables such as paper and toner are consumed up to a certain amount in the copying machine 6, the copying machine 6 automatically notifies the host computer 1 and the host computer 1 carries out the inventory management host computer 7
If the inventory check and order are automatically performed, the consumables of the copying machine 6 will not run out.

Further, various display screens such as the abnormality notification screen, the emergency notification screen and the progress notification screen in this embodiment are
It is an example of the display, and it goes without saying that the display is not limited thereto. Further, each table stored in the host computer 1 in the above embodiment is an example for carrying out the present invention. For example, in the abnormality content table 16b of FIG. Although it is assumed that one change component corresponds, a plurality of change components may be present. In addition, the detailed configuration and the detailed operation of each terminal or a component of the maintenance management service support system 100 can be appropriately changed without departing from the gist of the present invention.

[0073]

According to the first aspect of the invention, it is possible to perform information transmission, ordering of parts, schedule management of service personnel, etc. between the customer side and the maintenance management company by a very simple procedure. Therefore, the work by the operator is made efficient, the time required for the maintenance and management work can be greatly shortened, and the cost such as the labor cost can be reduced. In addition, when a problem such as a failure occurs in the information communication terminal, it is possible to promptly deal with the problem and perform maintenance management so that the information communication terminal can always be used in the best condition.

According to the second and third aspects of the present invention, the information necessary for solving the abnormality of the information communication terminal device to be maintained and managed can be promptly transmitted to the maintenance person.

According to the invention described in claim 4, it is possible to notify the user of the progress of the abnormality handling processing by the maintenance management side of the information communication terminal device. In addition, it is possible to make an inquiry for stock confirmation or make an order to the stock management host device.

According to the invention of claim 5, the latest inventory management information can always be obtained.

[Brief description of drawings]

FIG. 1 is a maintenance management service support system 1 according to the present invention.
It is a figure which shows the whole structure of 00.

FIG. 2 is a block diagram showing a functional internal configuration of a host computer 1 of FIG.

FIG. 3 is a failure acceptance table 1 stored in a recording medium 16.
It is a figure which shows 6a.

FIG. 4 is an abnormality content table 1 stored in a recording medium 16.
It is a figure which shows 6b.

FIG. 5 is a customer information table 1 stored in a recording medium 16.
It is a figure which shows 6c.

FIG. 6 is a charge information table 1 stored in a recording medium 16.
It is a figure which shows 6d.

FIG. 7 is a time chart for explaining failure handling processing, parts ordering processing, and status notification processing, which are the main operations according to the present invention.

FIG. 8 is a diagram showing an example of a screen displayed by the host computer 1 of FIG. 1 on the display screen of the PC 2 in the failure handling processing.

9 is a diagram showing an example of a screen displayed by the host computer 1 of FIG. 1 on the display screens of the mobile phone 3 and the mobile phone 4 in the failure handling processing.

10 is a diagram showing an example of a screen when the mobile phone 3 of FIG. 1 transmits an acceptance confirmation or the like to the PC 2 in the failure handling process.

11 is a table showing a relationship between an accessing person and display items in the copy machine maintenance management information providing site established by the host computer 1 of FIG.

[Explanation of symbols]

1 Host computer (maintenance management company) 2 PC (center operator) 3 Mobile phone (serviceman) 4 Mobile phone (sales staff) 5 PC (customer copy machine manager) 6 Copy machine (user) 7 Inventory management host computer 8 proxy servers 9 Relay server 11 CPU 12 Input section 13 RAM 14 Display 15 memory 16 recording media 16a Failure acceptance table 16b Abnormality content table 16c Customer information table 16d charge information table 17 Communications Department 18 bus 100 Maintenance management support service system N Internet S wireless communication network R radio base station

Front page continuation (51) Int.Cl. ⁷ Identification code FI theme code (reference) H04M 11/00 301 H04M 11/00 301 H04Q 9/00 321 H04Q 9/00 321Z (72) Inventor Kazuhiro Takemoto Tokyo Metropolitan Hino City Sakura-shi, Konica stock company (72) Inventor Kei Yamada 2970 Ishikawa-cho, Hachioji-shi, Tokyo Konica stock company (72) Inventor Tomoya Yoshida 2970 Ishikawa-cho, Hachioji-shi, Tokyo F Konica stock company F Term (reference) 2H027 EJ04 EJ08 EJ13 EJ15 EK01 GB09 HA03 HB16 HB17 5K048 AA04 AA06 BA31 BA34 CA02 DA03 DC01 DC07 EB12 FB05 FB08 FC01 5K101 KK12 KK13 LL01 LL12 MM07 NN02 NN03 NN14 NN14 NN14 NN04 NN14 NN14 NN14 NN14 NN14

Claims (5)

[Claims] 1. A maintenance management service support host device which is connected to an information communication terminal device and a host device for inventory management via a communication network to support maintenance management service of the information communication terminal device, An abnormality content table that associates abnormality information receiving means for receiving abnormality information from the information communication terminal device when abnormality occurs in the device, the abnormality information, and changed part information corresponding to the abnormality of the information communication terminal device Abnormality content table storage means for storing the abnormality content table data reading means for reading out the changed component information by referring to the abnormality content table based on the abnormality information, and ordering results from the inventory management host device. A maintenance management service support host device, comprising: an ordering means for receiving. 2. Identification information receiving means for receiving information communication terminal device identification information transmitted from the information communication terminal device, at least the information communication terminal device identification information, and maintenance person information of the information communication terminal device. Maintenance management data storage means for storing a maintenance management database that associates with the information communication terminal device, and maintenance management for reading out at least the maintenance person information of the information communication terminal device by referring to the maintenance management database based on the information communication terminal device identification information. And a changed part information transmitting unit for transmitting at least a part of the changed part information to the portable information communication terminal device of the maintenance person obtained by referring to the maintenance person information. The maintenance management service support host device according to claim 1, wherein 3. The abnormality content table further correlates the abnormality information with the abnormality content that has occurred in the information communication terminal device, and the abnormality content table data reading means is based on the abnormality information. The abnormality content is read by referring to the abnormality content table, the maintenance management database further associates the information communication terminal device identification information with the customer information of the information communication terminal device, and the maintenance management data The reading means refers to the maintenance management database based on the information communication terminal device identification information, reads customer information of the information communication terminal device, and obtains the maintenance person obtained by referring to the maintenance person information. The maintenance information transmission means for transmitting at least a part of the abnormality content and the customer information is added to the portable information communication terminal device. The maintenance management service support host device according to claim 2, further comprising: 4. An abnormality handling processing information receiving means for receiving abnormality handling processing information transmitted from the portable information communication terminal device of the maintenance person, and generating the order contents of the changed parts based on the abnormality handling processing information. The maintenance management service support host device according to claim 2 or 3, further comprising: an order content generation means. 5. An inventory information receiving means for receiving inventory information of the changed part transmitted from the inventory management host device, and a display means for displaying the inventory information. A maintenance management service support host device according to any one of items 1 to 4.