JP2019161264A - Image processing apparatus, control method of the same, and remote support system for the same - Google Patents

Abstract

To solve the problem in which, conventionally, in a remote support system of a multifunction machine, if a problem occurs with the multifunction machine, when a customer prints a test print according to settings and adjustments instructed by remote support from an operator, there is a charge for the print.SOLUTION: While a multifunction machine is receiving remote support, a remote support flag is turned on in the multifunction machine. While the remote support flag is on, even if a customer prints a test print, the operation is not counted for charging.SELECTED DRAWING: Figure 1

Description

  The present invention relates to an image processing apparatus, and more particularly to an image processing apparatus in which remote support is performed.

As image processing devices such as multifunction peripherals become more complicated in how to use products and in dealing with troubles, customers frequently ask the manufacturer's call center and ask for answers. Therefore, in order to quickly and appropriately deal with troubles, a remote support system including a multifunction peripheral and a call center failure management server that manages error information of the multifunction peripheral is considered.
In the remote support system, it has been proposed that an operator remotely operates a multi-function machine that receives support from an information processing apparatus in a call center to perform support. In such a remote support system, an operator can operate or check the software of a customer who receives remote support from an information processing apparatus in a call center. For example, in Patent Document 1, an operator can quickly grasp a trouble state by capturing and transmitting a customer's PC screen.

In such a remote support system, an operator transmits a manual image displayed on a PC and a moving image for prompting an operation to the multifunction peripheral. Then, by displaying such images and moving images on a UI (User Interface) of the multi-function peripheral, it is possible to convey information and give instructions to the customer in an easy-to-understand manner.
In addition, when the operator remotely operates the UI of the multifunction device, the operator can perform appropriate settings and operation instructions to the multifunction device. Further, in Patent Document 1, a job executed from the remote support system side is not subject to charging, and is configured so as not to cause a burden on the customer.

JP 2016-123096 A

By the way, when the MFP manufacturer supports the customer in the remote support system, the operator answers the setting and adjustment of the MFP to the customer, and as a result, asks the customer to check whether the trouble has been solved. A case is assumed.
For example, when a problem such as an abnormality in an image of a product printed from a multifunction peripheral or an unsatisfactory color development occurs, an operator requests a customer to adjust a setting corresponding to the problem. In addition, there is a case where an operator requests a customer to confirm whether or not a desired product has been obtained by test printing.
In addition, even when the scanned image is abnormal or unsatisfactory, the operator may ask the customer to confirm the result after requesting the customer to perform a test scan. is assumed.

However, it is common for a multifunction peripheral to be provided to a customer when a manufacturer sales company makes a contract with the customer in advance. In that case, the customer is often charged a fee on the basis of a maintenance fee according to the number of prints and scans performed by the customer.
For this reason, when a customer performs an adjustment print or a test scan instructed by the manufacturer using the remote support system, the print or scan is also charged. However, for customers, printing and scanning for calibration and testing purposes are not deliverables. Therefore, it is inconvenient for the customer to be charged for these.
In Patent Document 1, although a job executed from the remote support system side is not charged, a request is made to the customer from the remote support system side, and a charge is generated for a job executed by the customer.

  The present invention is an image processing apparatus that includes an execution unit that executes a job, a counting unit that performs billing counting according to the job to be executed, and a reception unit that receives an instruction for support. It is characterized by having a judging means for judging whether or not, and the counting means does not perform a billing count when the judging means judges that support is in operation.

  According to the present invention, it is possible to avoid the problem that an adjustment or test operation associated with remote assistance is charged while the image processing apparatus is receiving remote assistance.

It is an example of the network configuration of a remote assistance system. It is an example of the hardware constitutions of a remote assistance system. 6 is a flowchart illustrating remote support processing in a multifunction peripheral. 6 is a flowchart illustrating billing processing in the multifunction machine. It is an example of the print output image in the case of performing remote assistance. It is an example of a normal print output image other than remote assistance. It is a software block diagram of a control program.

  Hereinafter, embodiments for carrying out the present invention will be described with reference to the drawings.

FIG. 1 shows a network configuration of a remote support system according to an embodiment of the present invention.
The multifunction machine 101 and the operator PC 102 have a data communication function for performing call control by HTTP (HyperText Transfer Protocol) to perform data communication.
The multifunction machine 101 and the operator PC 102 operate as communication partners when performing remote support.

The multifunction machine 101 is an example of an image processing apparatus, and is connected to a network 106 via a firewall (FW) 104.
The operator PC 102 on the call center side is connected to the network 106 via the FW 105.
The operator PC 102 is an information processing apparatus including a general PC and is operated by a call center operator or the like.
In addition, an HTTP relay server 103 is connected to the network 106.

In data communication by HTTP, client nodes perform data communication by performing POST / GET on a URI (Uniform Resource Identifier) provided from an HTTP relay server. As a result, even if the client nodes are blocked by the private address area or FW, data communication can be performed.
In this embodiment, the multifunction machine 101 and the operator PC 102 operate as HTTP client nodes.
In this embodiment, the client nodes communicate with the network 106 via FW, but a network configuration without FW may be used. The network 106 may be connected with more FWs, multifunction devices, and operator PCs than shown. The communication protocol may be other than HTTP.

FIG. 2 is a block diagram illustrating a hardware configuration of the remote support system according to the embodiment of the present invention.
First, the multifunction peripheral 101 as an example of an image processing apparatus will be described.
The multifunction machine 101 includes a CPU 202, ROM 203, RAM 204, HDD 205, printer I / F 207, panel operation I / F 208, billing counter memory 209, network I / F 211, and scanner I / F 212.
These devices are connected to the system bus 206.

  The CPU 202 generally controls access to various devices connected to the system bus 206 based on a control program stored in the ROM 203.

  The ROM 203 stores a control program 700 that can be executed by the CPU 202. The control program 700 is read from the ROM 203 and executed by the CPU 202, thereby realizing various functions and remote support functions of the multifunction machine 101.

Here, a software block diagram of the control program 700 will be described with reference to FIG.
The control program 700 stored in the ROM 203 is composed of each function control unit implemented using the basic service of the OS unit 708. Each function control unit of the control program 700 includes an operation panel control unit 701, a printer control unit 702, a scanner control unit 703, a remote support control unit 704, a job control unit 705, and the like.
Returning to FIG. 2, the hardware configuration of the remote support system will be described.

The RAM 204 of the multifunction machine 101 mainly functions as a main memory, work area, and the like for the CPU 202. Further, the memory capacity can be expanded by an optional RAM connected to an expansion port (not shown).
An HDD (hard disk) 205 is an external storage device that stores a boot program, various applications, font data, user files, edit files, and the like. In this embodiment, the HDD 205 is used as the external storage device, but an SD card, a flash memory, or the like may be used.

The printer I / F 207 outputs an image to the printer 216 and outputs a printer operation command under the control of the printer control unit 702.
The panel operation I / F 208 controls display control of the operation panel 213 and input of various setting information set on the operation panel 213 according to the control of the operation panel control unit 701.

  The billing counter memory 209 is a memory that holds counter data that is counted up for billing purposes each time a job such as a print job or a scan job of the multifunction peripheral 101 is executed. The counter writing and reading operations in the charging counter memory 209 are executed by the job control unit 705.

The network I / F 211 performs data communication with an external network via a network cable.
The remote control unit 704 of the control program 700 implements the remote support function of the present invention by performing necessary communication with the operator PC 102 using the network I / F 211.
A scanner I / F 212 controls image input from the scanner 215.

Next, the operator PC 102 will be described.
The operator PC 102 is an information processing apparatus such as a general PC, for example, and includes devices as shown in FIG. That is, a CPU 221, ROM 222, RAM 223, HDD 224, network I / F 226, keyboard I / F 227, display I / F 228, image input I / F 229, and voice input / output I / F 230 are provided.
These devices are connected to the system bus 225.

  The CPU 221 generally controls access to various devices connected to the system bus 225 based on a control program stored in the ROM 222 or the HDD 224.

The ROM 222 stores a control program that can be executed by the CPU 221.
The RAM 223 mainly functions as a main memory, work area, and the like for the CPU 221. Further, the memory capacity can be expanded by an optional RAM connected to an expansion port (not shown).
An HDD (hard disk) 224 is an external storage device that stores a boot program, various applications, font data, user files, edit files, and the like. In this embodiment, the HDD 224 is used as the external storage device, but an SD card, a flash memory, or the like may be used.

The network I / F 226 performs data communication with an external network via a network cable.
A keyboard I / F 227 controls key input from a keyboard 231 or a pointing device (not shown).
The display I / F 228 controls display on the display 232.
The image input I / F 229 controls image input from the image input device 233 such as a camera.
The voice input / output I / F 230 controls voice input / output with the voice input / output device 234 such as a headset.

Next, the HTTP relay server 103 will be described.
The HTTP relay server 103 includes a CPU 241, a ROM 242, a RAM 243, an HDD 244, and a network I / F 246.
These devices are connected to the system bus 245.

  The CPU 241 generally controls access to various devices connected to the system bus 245 based on a control program stored in the ROM 242 or the HDD 244.

The ROM 242 stores a control program that can be executed by the CPU 241.
The RAM 243 mainly functions as a main memory, work area, and the like for the CPU 241. Further, the memory capacity can be expanded by an optional RAM connected to an expansion port (not shown).

The HDD (hard disk) 244 is an external storage device that stores a boot program, various applications, font data, user files, edit files, and the like.
In this embodiment, the HDD 244 is used as the external storage device, but an SD card, a flash memory, or the like may be used.
The HTTP relay server 103 performs data communication with an external network via the network I / F 246 and the system bus 245.

An overall flow of operations in the remote support system of the present embodiment will be described.
First, the MFP 101 accesses the HTTP relay server 103 and waits to receive video data. Next, the operator PC 102 accesses the HTTP relay server 103 and starts transmitting video data.
As a result, the multifunction peripheral 101 can receive the video data and display the video on the operation panel 213. Hereinafter, processing performed in the multifunction machine 101, the operator PC 102, and the HTTP relay server 103 will be described.

FIG. 3 is a flowchart illustrating processing when receiving remote support in the multifunction peripheral 101.
This flowchart is realized by the remote assistance control unit 704 of the control program 700 stored in the ROM 203 being read out by the RAM 203 and executed by the CPU 202.

  When this flowchart starts, in S <b> 301, the MFP 101 first transmits a support start request to the HTTP relay server 103.

When the transmission of the support start request is completed, in S <b> 302, the multifunction machine 101 sets the remote support flag to ON and stores it in the RAM 203.
The remote support flag is used to control the operation of the multifunction machine 101.
-Whether to perform billing count-Used to determine whether to execute a job from outside the operation panel of the MFP 101 main unit.

In step S <b> 303, the multifunction peripheral 101 receives the support start result from the HTTP relay server 103.
In step S304, the multifunction peripheral 101 determines whether the support start result received in step S303 is successful.
If the support start result is successful, the process proceeds to S305.
If the support start result is a failure, this process ends.

If the support start result is successful in S304, the multifunction peripheral 101 acquires a support session ID from the received data in S305.
The support session ID is an identifier for implementing support issued by the HTTP relay server 103.
After acquiring the support session ID, the multi-function peripheral 101 transmits a video reception request to the HTTP relay server 103 in S306.
At this time, the multifunction machine 101 includes the support session ID acquired in S305 in the transmission data.

When the transmission of the video reception request is completed, the multifunction peripheral 101 receives video data from the HTTP relay server 103 in S307. Here, the video data includes contents for instructing a printing operation and a scanning operation for adjustment and testing. The multi-function peripheral 101 can accept the instruction content by receiving the video data.
Note that the reception process of S307 starts after the operator PC 102 transmits the video data. Therefore, if the operator PC 102 has not transmitted yet, the multifunction machine 101 continues to wait for the process.

When the reception is completed, in S308, the multifunction peripheral 101 displays the received video data on the operation panel 213.
When the video data is displayed on the operation panel 213 in S <b> 308, the operator transmits the adjustment of the setting of the multifunction machine 101 and the test print method from the operator PC to the customer of the multifunction machine 101 by remote assistance.
Then, in response to this, the customer performs necessary measures.
At this time, the multifunction peripheral 101 executes the printing operation and the scanning operation for adjustment and testing, and at the same time, determines the remote support state and performs charging count control. Details of the billing count control will be described later with reference to the flowchart of FIG.

When the display of the video for a certain period of time or the adjustment or test procedure by the customer is completed, the multifunction peripheral 101 determines in step S309 whether or not the support of the multifunction peripheral 101 from the operator is terminated.
Whether to end the support may be determined from data transmitted to the operation panel 213, or may be determined based on an input to the operation panel 213 by a customer.

If it is determined in S309 that the support is not terminated, the process returns to S306, and the multifunction peripheral 101 further receives video data.
If it is determined that the support is to be terminated, the multifunction peripheral 101 transmits a support termination request to the HTTP relay server 103 in S310.
At this time, the multifunction machine 101 includes the support session ID acquired in S305 in the transmission data.

When the transmission of the support end request is completed, the multifunction peripheral 101 receives the support end result from the HTTP relay server 103 in S311.
Finally, in S <b> 312, the multi-function peripheral 101 sets the remote support flag indicating that the remote support operation is being performed to OFF, and stores it in the RAM 203.

In the above flowchart, the state from the time when the MFP 101 transmits a support start request to the HTTP relay server 103 to the time when the support end result is received from the HTTP relay server 103 is set as a state of remote support.
However, the time when the support start result is successful, the time when the multifunction peripheral 101 acquires the support session ID, the time when the video data is displayed on the screen, and the like may be set as the start of remote support. That is, the process of S302 may be after YES of S304 or after the processes of S305 and S308, and is not limited to the above flowchart.
Similarly, the end of the remote support is not limited to after S311, but may be set at the time when the support end is determined at S309, or when the MFP 101 transmits a support end request at S310.

  In this embodiment, the CPU 202 checks the status of the remote support operation at regular intervals and executes a process of updating the remote support flag according to the status. This process ensures that the remote support flag is finally updated to a correct value even if, for example, the remote support function ends abnormally.

FIG. 4 is a flowchart of the billing count process in the case where printing or scanning is performed with remote assistance for adjustment and testing of the multifunction peripheral 101 in S308 of the flowchart of FIG.
This flowchart is realized by the job control unit 705 of the control program 700 stored in the ROM 203 being read into the RAM 203 and executed by the CPU 202.

  In FIG. 4, it is assumed that an abnormality has occurred in the color of the printed matter when the customer makes a copy with the multifunction machine 101. Assume that the customer uses a remote support system to deal with this situation.

  First, in step S <b> 401, the operator guides the screen of the operation panel 213 of the multi-function peripheral 101 to the screen for adjusting image quality and testing of the scanner 215 and printer 216 via the operator PC 102.

In response to the image quality adjustment or test operation instruction from the operation panel 213, the multifunction peripheral 101 determines in step S 402 whether the submitted job is a job submitted from the operation panel 213 of the multifunction peripheral body 101. To do.
If the input job is not a job instructed from the operation panel 213, the multifunction peripheral 101 does not accept such a job. For a job other than a job instructed from the operation panel 213, for example, a job submitted via the network, the multi-function peripheral 101 does not accept the job and ends the accounting count process.

If it is determined in S402 that the input job is a job from the operation panel 213, the process proceeds to S403.
In step S <b> 403, the multifunction machine 101 starts processing the print job.

In step S <b> 404, the multifunction peripheral 101 synthesizes a special pattern image with the print image to indicate that the image to be printed out in the print job is a print object that is not subject to charging during the remote support operation. The special pattern image is a predetermined pattern image such as an image having a lattice pattern on the entire surface as shown in FIG.
It should be noted that the grid pattern is not synthesized as shown in FIG. 6 for a normal printed matter that is not in the remote support operation.
In step S <b> 405, the multifunction peripheral 101 executes a test print for confirming the setting adjustment using the special pattern image.

When the discharge of the test print is completed in S405, in S410, the multi-function peripheral 101 determines whether or not to charge up.
If remote support has been started, the remote support flag is on in S302, so the process proceeds to S412 without performing the billing count.
Finally, if the setting adjustment or the test print is completed in S412, the accounting count process ends.

If the remote support is not executed in S410, the remote support flag is off, and the process proceeds to S411.
In step S411, billing count-up processing is performed.
Finally, if the setting adjustment or the test print is completed in S412, the accounting count process ends.

(Other examples)
The present invention supplies a program that realizes one or more functions of the above-described embodiments to a system or apparatus via a network or a storage medium, and one or more processors in a computer of the system or apparatus read and execute the program This process can be realized. It can also be realized by a circuit (for example, ASIC) that realizes one or more functions.
Further, the present invention may be applied to a system composed of a plurality of devices or an apparatus composed of a single device.
The present invention is not limited to the above-described embodiments, and various modifications can be made based on the spirit of the present invention, and they are not excluded from the scope of the present invention. That is, all the configurations obtained by combining the above-described embodiments and modifications thereof are also included in the present invention.

101 MFP 102 Operator PC
103 Relay server

Claims (11)

An execution means for executing the job;
Counting means for performing billing counting according to the job to be executed;
An image processing apparatus having a receiving means for receiving an instruction for support,
It has a judgment means to judge whether the support is in operation,
The image processing apparatus according to claim 1, wherein the counting unit does not perform a billing count when the determination unit determines that support is in operation.   The image processing apparatus according to claim 1, wherein when the determination unit determines that the support is in operation, the execution unit does not execute a job other than the job instructed on the operation panel.   The image processing apparatus according to claim 1, wherein the job is a print job or a scan job.   4. The image processing according to claim 1, wherein, when printing is performed during the operation of the remote support, the execution unit synthesizes and outputs a predetermined pattern image to the print image. 5. apparatus.   The image processing apparatus according to claim 1, wherein the reception unit receives an instruction for remote support from an information processing apparatus connected to a network.   The image processing apparatus according to claim 1, further comprising display means for displaying video data associated with the instruction. Having setting means for setting the start and end of support;
The image processing apparatus according to claim 1, wherein the determination unit determines whether or not the support is operating based on a setting performed by the setting unit. An execution means for executing the job;
Counting means for performing billing counting according to the job to be executed;
An image processing apparatus control method comprising: a receiving unit that receives an instruction for support;
Having a step of determining whether the support is operating or not;
The method for controlling an image processing apparatus according to claim 1, wherein the counting unit does not perform charging counting when it is determined that the support is operating.   A program for causing a computer to execute the control method of the image processing apparatus according to claim 8. An image processing apparatus remote support system in which an image processing apparatus and an information processing apparatus are connected by a network,
The information processing apparatus includes:
Instructing means for instructing the image processing apparatus for remote support,
The image processing apparatus includes:
An execution means for executing the job;
Counting means for performing billing counting according to the job to be executed;
Receiving means for receiving an instruction for remote support from the information processing apparatus,
A remote support system characterized in that no billing count is performed when remote support is in operation. A relay server is connected to the network;
The remote support system according to claim 10, wherein the image processing apparatus receives the instruction for remote support from the information processing apparatus via the relay server.