JP2013150356A - Report system and electric appliance - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a report system capable of reporting failure information without allowing a user to perform a complicated operation even concerning a home electric appliance without having a network connection function.SOLUTION: A report system includes: a home electric appliance; a terminal owned by a user; and a center server. When a failure occurs, the home electric appliance emits sound by overlapping failure information indicating a failure state with report sound. When the terminal is a home telephone set, a push-tone signal is used as report sound. The terminal makes a call to the center server with the use of the push-tone signal, transmits overlap sound, and reports the failure information. When the terminal is a network connection terminal such as a portable telephone, the terminal demodulates the overlap sound, and performs connection to the center server on the basis of link information included in demodulated failure information.

Description

  The present invention relates to a reporting system for reporting information such as a failure of a household electrical device, and an electrical device used in the reporting system.

  In general, when a failure occurs in a household electric appliance (home appliance), the user often calls the service center to inform the failure status. When the service center receives such a failure report, it dispatches maintenance personnel to the user and repairs the failure.

  However, there is a problem that unless the user provides details of the failure state in advance, the maintenance staff cannot prepare for repairs (preparation of necessary parts, etc.) and cannot perform appropriate repairs. In addition, even if it is a minor thing that does not actually require a maintenance staff, it is necessary to send a maintenance staff to check the failure if the failure situation is not accurately communicated.

  Thus, there has been proposed one in which home appliances are connected via a LAN and customer information and repair information are presented from a management device to a service center (see, for example, Patent Document 1).

  In addition, it is also proposed to connect home appliances via LAN, install a server to collect operation information of each home appliance, periodically send the operation status of home appliances to the service center, and inform the user of the inspection results (For example, Patent Document 2).

  In recent years, automatic telephone answering services have become widespread in service centers, and there is a mode in which a user selects a menu while pressing a push phone and makes an inquiry by connecting to an appropriate operator for some questions prepared in advance. It is popular.

Japanese Patent No. 3851733 JP 2007-305145 A

  However, at present, many general household appliances do not have a function of connecting to a network, and it has been impossible to configure a system such as Patent Documents 1 and 2.

  In the systems disclosed in Patent Documents 1 and 2, it is necessary to newly install a server connected to the service center in the home.

  Furthermore, in the automatic telephone answering service as described above, it is difficult for the user to determine the failure state and the content of the question, and it is difficult to select an appropriate answer. In addition, there is a problem that it is time-consuming and troublesome because it requires an operation of pushing a push phone in response to a question.

  Therefore, the present invention provides a notification system that can report failure information without requiring a user to perform complicated operations even for home appliances that do not have a network connection function, and electrical equipment used in the notification system The purpose is to provide.

  The reporting system according to the present invention is a reporting system including an electrical device, a terminal, and a center server, and the electrical device reports failure information including information indicating a content of a failure state when the failure occurs. Modulation means for superimposing on the sound and sound emitting means for emitting the superimposed sound on which the failure information is superimposed, and the terminal reports the failure information to the center server based on the superimposed sound The failure information includes link information indicating a report destination, the terminal includes a demodulation unit that demodulates the failure information from the superimposed voice, and the notification unit is included in the demodulated failure information. A network connection is made to the center server according to the link destination information, and the failure information is reported.

  As the terminal, various devices such as a dedicated terminal for the notification system, a home phone, a mobile phone, a personal computer, and the like can be used. As a connection mode with the center server, a general telephone line network or the Internet network is used.

  When a home phone or a mobile phone is used as a terminal and a general telephone network is used as a connection mode, a push tone signal is used as a notification voice. The terminal calls the center server by a push tone signal, transmits superimposed voice, and reports failure information. In this case, since the push tone signal is used, it is possible to connect to an appropriate operator that matches the failure content and make an inquiry even in the automatic response service.

  When a mobile phone or personal computer is used as the terminal and the Internet network is used as the connection mode, the superimposed voice is demodulated by the terminal, and failure information is transmitted to the center server based on the demodulated information (link information) indicating the report destination. To do. The link information is, for example, a URL, and the terminal accesses the center server based on this URL.

  Note that the home appliance may superimpose the failure information on the notification sound at the timing when the failure occurs, or may store the notification sound on which the failure information is superimposed in advance. That is, the modulation means includes a mode for reading out the notification voice on which the fault information is superimposed in advance and a mode for superimposing the fault information every time the sound is emitted.

  According to this invention, even if it is a household appliance which does not have a network connection function, it is not necessary for a user to perform complicated operation, and failure information can be reported accurately.

It is a block diagram which shows the structure of a report system. It is a block diagram which shows the structure of the alerting | reporting system in the case of memorize | storing the modulated error sound on which failure information was superimposed previously. It is a block diagram which shows the other structure of a report system.

  Hereinafter, a reporting system according to an embodiment of the present invention will be described. FIG. 1 is a block diagram showing a main configuration of a notification system according to the present embodiment.

  The notification system shown in FIG. 1 includes a home appliance 1, a network connection terminal 2 such as a mobile phone, and a center server (service center) 3. The network connection terminal 2 and the center server 3 are connected to the Internet network 7.

  The household electrical appliance 1 is a general household electric appliance such as a refrigerator or a washing machine. In addition, the function and structure as a household appliance are abbreviate | omitted. The home appliance 1 includes a failure detector 11, an error code table 12, an encoder 13, a modulator 14, an error sound storage unit 15, and a speaker 16. The failure detector 11, the encoder 13, and the modulator 14 are described and explained as hardware configurations in the example of the figure, but can also be realized by software using a microcomputer with built-in RAM or the like. The error code table 12 and the error sound storage unit 15 are realized by a ROM built in the home appliance. Of course, the error sound can be generated by software without being stored in the ROM.

  The failure detector 11 detects a failure of the home appliance 1. The failure detection timing is not only when a failure actually occurs, but also when the user gives an instruction to execute the self-diagnosis program, when the self-diagnosis program is automatically executed by periodic inspection, and the like. The failure detector 11 generates an error code corresponding to the content of the detected failure. The error code is a number, symbol, or the like subdivided for each failure content, and is information indicating the content of the failure state.

  The error code table 12 stores a table in which the link information (for example, URL) of the service center is described for each error code. The failure detector 11 refers to this table and connects according to the generated error code. Select the destination.

  The failure detector 11 transmits the generated error code and the selected link information of the connection destination to the encoder 13 as failure information. The encoder 13 encodes the failure information and transmits it to the modulator 14. The modulator 14 reads the error sound from the error sound storage unit 15 and inputs it to the speaker 16 as an audio signal on which failure information is superimposed. This sound signal (superimposed sound) is emitted from the speaker 16. Any method may be used as the modulation method, but a method that takes into account the acoustic characteristics of the demodulation side (network connection terminal 2 in the figure) is desirable. For example, if the network connection terminal 2 is a general mobile phone, it is desirable to use a frequency band according to the acoustic characteristics of the speaker 16 and the microphone of the mobile phone (the microphone 21 in the figure).

  The network connection terminal 2 includes a microphone 21, a demodulator 22, and a network connection unit 23. Such a network connection terminal can be realized by a general information processing terminal having a network connection function and a microphone, such as a mobile phone and a personal computer, as well as a terminal dedicated to the notification system of the present embodiment. Further, the demodulator 22 is described and explained as a hardware configuration in the example of the figure, but can also be realized by software. Other functions and configurations as the information processing terminal are omitted.

  When the above superimposed sound (error sound) is generated, the user brings the network connection terminal 2 close to the home appliance 1. If the home appliance 1 has a display unit, an error sound is generated and an instruction to instruct the network connection terminal to approach is displayed. Further, it may be displayed on the main body or the instruction manual that the network connection terminal is brought closer when an error sound occurs. Furthermore, voice guidance may be provided to bring the network connection terminal closer with an error sound.

  When the user brings the network connection terminal 2 close to the home appliance 1, the microphone 21 picks up the superimposed sound emitted from the speaker 16 and inputs it to the demodulator 22. The demodulator 22 demodulates the failure information from the superimposed voice. When the network connection terminal 2 is a mobile phone, the user may start an application having a demodulation function, or an application having a demodulation function may be automatically started using a superimposed voice as a trigger. .

  The demodulator 22 accesses a predetermined database of the center server 3 via the network connection unit 23 according to the link information included in the demodulated failure information. The demodulator 22 transmits failure information to this database. In this way, failure information is reported from the home appliance 1 to the center server 3.

  The center server 3 stores failure information in the database, countermeasures and repair methods according to the failure contents included in the failure information, and performs appropriate measures. For example, the failure information reported from the network connection terminal 2 is transferred to the operator, and the operator calls the user's home telephone and takes measures to teach a countermeasure. It is also possible to send a countermeasure to the user's e-mail address or send information indicating the countermeasure to the network connection terminal 2 to display the countermeasure on the display unit (not shown) of the network connection terminal 2. It is. If there is a failure requiring dispatch of maintenance personnel, the maintenance personnel refer to the failure information and repair method, prepare for repair (preparation of necessary parts, etc.), and then go to the user for repair.

  In FIG. 1, the home appliance 1 has a built-in modulator and the failure information is superimposed on the error sound. However, the failure information is preliminarily superimposed on the modulated error sound storage unit 151 as shown in FIG. A plurality of modulated error sounds may be stored, and the failure detector 11 may read the modulated error sound corresponding to the content of the failure state. In this case, the error code table 12 stores a table in which the modulated error sound is described for each error code. The failure detector 11 refers to the error code table 12 with the generated error code and selects a modulated error sound corresponding to the generated error code.

  As described above, according to the notification system of the present embodiment, the user can obtain information about the failure or receive repairs simply by bringing the mobile phone or the like closer when an error sound occurs.

  Even if the home appliance does not support network connection, it is possible to report a failure via the network, and the service side can take appropriate measures.

  In general, the majority of home appliances have a function to emit voice, and there is no need to add a new hardware configuration for transmitting information to such home appliances or install a server in the home. In addition, the notification system of the present invention can be realized with only minor configuration changes such as firmware changes.

  Next, FIG. 3 is a block diagram showing another example of the notification system. The notification system shown in the figure includes a home appliance 4, a telephone 5, and a service center (center server) 6. The telephone 5 and the service center 6 are connected to a general telephone line network 9. The reporting system in this example can report even when there is no network connection environment in the home. The telephone 5 can be replaced with a mobile phone.

  The household electrical appliance 4 is a general household electrical appliance, similar to the household electrical appliance 1 described above. The function and configuration as a home appliance are omitted. The home appliance 4 includes a failure detector 41, an error code table 42, an encoder 43, a modulator 44, a push tone signal generation unit 45, and a speaker 46. The failure detector 41, the error code table 42, the encoder 43, the modulator 44, and the push tone signal generation unit 45 can be realized by hardware or software.

  The failure detector 41 detects a failure of the home appliance 4 and generates an error code corresponding to the detected failure content. As described above, the failure detection timing is not only when a failure actually occurs, but also when the user gives an instruction to execute the self-diagnosis program, when the self-diagnosis program is automatically executed by periodic inspection, and the like.

  The error code table 42 stores a table in which service center connection destinations (telephone numbers and automatic response menu selection numbers) are described for each error code. As will be described later, the automatic response menu selection number is used for transfer to the operator after connection to the service center. The failure detector 41 refers to this table and selects a service center connection destination corresponding to the error code and a menu selection number for automatic response.

  The failure detector 41 inputs the generated error code to the encoder 43. In addition, the push tone signal generation unit 45 is instructed to generate a push tone signal corresponding to the selected connection destination.

  The encoder 43 encodes the error code and inputs it to the modulator 44. Here, the modulator 44 superimposes an error code on the push tone signal generated by the push tone signal generation unit 45 and inputs the superimposed sound to the speaker 46 as an audio signal of the error code sound. This error code sound is generated from the speaker 46.

  When an error code sound is generated from the speaker 46, the user brings the handset of the telephone 5 close to the home appliance 4. Similarly to the above, if the home appliance 4 has a display unit, it generates an error code sound and displays an instruction to bring the telephone closer. Further, it may be displayed on the main body or the instruction manual that the telephone is brought closer when an error sound occurs. Furthermore, at the beginning of the error code sound, a voice such as “A failure has occurred.

  When the user brings the telephone 5 close to the home appliance 4, the microphone 51 collects the error code sound generated by the speaker 46. Since this error code sound includes a push tone signal, a call is made to a predetermined connection destination (service center 6). Further, when the service center 6 makes an automatic response, the error code sound includes a push tone signal of a menu selection number for automatic response. In this case, after connecting to the service center 6, an error code sound is configured so that a continuous push tone signal is generated, and the telephone is transferred to an appropriate operator department according to the content of the failure. The transfer is performed by the telephone transfer device 62 of the service center 6.

  Note that the user may perform an operation to make a call to the service center 6, and the error code sound may include only the push tone signal of the menu selection number for automatic response. Also in this case, the telephone is automatically transferred to the operator department corresponding to the content of the failure.

  The service center 6 includes a demodulator 61, a telephone transfer device 62, and an operator terminal 63. The demodulator 61 demodulates the error code superimposed on the error code sound. The telephone transfer device 62 performs telephone transfer according to the push tone signal input from the telephone 5 as described above.

  The operator terminal 63 is a terminal used by an operator in each department, and has a telephone function and an information processing terminal function. The error code demodulated by the demodulator 61 is transmitted to the operator terminal 63, and the telephone 5 is transferred and connected from the telephone transfer device 62. The operator refers to the transmitted error code, and takes measures to teach the user how to deal with it, how to repair it, etc. via the telephone 5. Further, if the transmitted error code is a content that requires the dispatch of maintenance personnel, the operator contacts the user for repair dispatch and arranges the dispatch of maintenance personnel. The maintenance staff makes preparations for repair (preparation of necessary parts, etc.) according to the contents of the error code, and then goes to the user and performs appropriate repairs.

  As in the case of the center server 3, the failure information may be stored in the database. In this case, the user does not need to talk to the operator on the spot, and a telephone call is later received from the operator, or a coping method or a dispatch message of maintenance personnel is transmitted by e-mail or the like.

  Even in the reporting system using the home phone as described above, the user can get information about the failure or repair by simply bringing the phone close when the error sound occurs, without having to press the push phone. Can receive.

  Also, in addition to the case where home appliances do not support network connection, even if there is no network connection environment in the home, failure notification can be made through the general telephone line network, and the service side takes appropriate measures It can be performed.

  Even in this case, the home appliance need only have a function of emitting voice, and a new hardware configuration for transmitting information is added to such a home appliance, or a server is installed in the home. The notification system of the present invention can be realized only by a minor configuration change such as a firmware change.

1-Household appliances 2-Network connection terminal 3-Center server 7-Internet network

Claims (4)

A reporting system comprising an electrical device, a terminal, and a center server,
The electrical device includes a modulation unit that superimposes failure information including information indicating a content of a failure state on a notification sound that is generated at the time of failure, and
Sound emission means for emitting the superimposed sound on which the failure information is superimposed;
The terminal includes reporting means for reporting the failure information to the center server based on the superimposed voice,
The failure information includes link information indicating a report destination,
The terminal comprises demodulation means for demodulating failure information from the superimposed voice;
The reporting system is characterized in that the reporting unit is connected to a network to a center server in accordance with link destination information included in the demodulated failure information, and reports the failure information.   The notification system according to claim 1, wherein the notification voice includes voice guidance for instructing the terminal to approach.   The notification system according to claim 1, wherein the failure information includes link information indicating a notification destination corresponding to information indicating the content of the failure state.   An electric device used in the notification system according to any one of claims 1 to 3.

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