JP4262684B2 - Equipment operation guidance system - Google Patents

Description

The present invention relates to a device operation guidance system for performing guidance of various operations method in the image forming apparatus.

  Conventionally, when there is an unclear point regarding the operation of the image forming apparatus, the device operation guidance system requests the guidance from the operator of the center system, and at the same time, the model of the image forming apparatus, the model number, the option configuration, and the inquiry contents, etc. Notice. An operator of the center system that has received a request for guidance is known to perform a task of performing guidance for a user based on the contents of the notification by repeating telephone contact a plurality of times.

Here, the editing of the operation guidance corresponds to the process step code of the operation procedure stored in the terminal information storage unit for each model by the edit control unit and the process step code for each model in the language information storage unit. The guidance screen information stored for each language is expanded and edited and created in the guidance generation buffer, and the created operation guidance is transmitted to the facsimile terminal as a set together with the image information and control information, thereby processing steps. The operation description manual for each operation can be freely combined and created as an operation manual and provided to the operator. When there is a language type instruction in the input data, the operation manual is edited and created in the specified language. Thus, a technique to be provided to an operator has been proposed (see, for example, Patent Document 1).
Japanese Patent Laid-Open No. 5-165591

  However, in the above-described conventional example, inquiries by a plurality of telephone calls in the conventional device operation guidance system and the implementation of the guidance have a problem that an excessive load is imposed on the inquirer and the center system operator.

  An operation manual is attached when the image forming apparatus is delivered, and the user can acquire knowledge about various operations by referring to the operation manual. However, if the storage location of the operation manual is unknown or lost, request to send the operation manual again to the department related to the image forming apparatus manufacturer, or ask a person who knows the operation of the image forming apparatus. Although it was usual to do it, there was a problem that both required time and effort.

  Furthermore, even if the operation manual is referred to, there are many unclear points for some users, and even if the operation manual is operated, the intended result is reached due to an erroneous operation by the user or an apparatus failure that the image forming apparatus cannot be detected. In some cases, there is a problem such as consumption of wasted time for coping with this and generation of handling man-hours of departments related to the device manufacturer.

The present invention aims at providing a device operation guidance system for performing guidance of various operations method in the image forming apparatus.

According to the first aspect of the present invention, the computer of the center system includes storage means for storing the inquiry target model, model number, contents, and the like as the inquiry target data, and the image forming apparatus performs a series of operations in its own apparatus. And a memory means for storing the code information given to the key in advance and the display screen number information for each transition until the key corresponding to the copy start key is pressed, and the computer of the center system from the center system Transmitting means for transmitting operation log data from the trace mode setting set by the command to the operation of the key corresponding to the copy start key , and the center system computer further inquires when the operation log data is received. The target data and the received operation log data are compared, and the comparison results match. If not, a device operation guidance system characterized in that it comprises means for transmitting the operating manual misoperation portion to the image forming apparatus.

In the invention described in claim 2, in the invention described in claim 1, the computer of the center system further compares the inquiry target data with the received operation log data, and if the comparison result matches, the operation log comprising a transfer means for transferring the data to the remote central control system and wherein the Rukoto.

According to the device operation guidance system of the present invention, it is possible to perform guidance of various operations method in the image forming apparatus.

  Next, an embodiment of a device operation guidance system according to the present invention will be described in detail with reference to the accompanying drawings. FIG. 1 is a diagram illustrating a configuration example of a device operation guidance system according to an embodiment of the present invention.

  In FIG. 1, a device operation guidance system includes a center system 100 and a plurality of customer-installed various OA device systems 30 (here, two, 30a and 30b) connected via a public communication network. In the center system 100, the operation inquiry subsystem 10 and the remote centralized management system 20 are connected via a LAN. The operation inquiry subsystem 10 includes a plurality of telephones 11 (two in this case, 11a and 11b) and a plurality of computers. The terminal 12 (two here, 12a and 12b) is comprised, and the operation guidance database part 13 (here two, 13a and 13b) is connected to the some computer terminal 12, respectively. The remote centralized management system 20 includes a computer terminal 21, a customer database unit 23 connected to the computer terminal 21, and a plurality of computer terminals 22 (two in this case, 22a and 22n).

  In a plurality of customer-installed various OA devices 30, a plurality of copiers (here, six, 33a, 35a, 36a, 37a, and 33b) are connected via dedicated interface lines 31 (here, two, 31a and 31b). And 35b), a communication adapter unit 32 (two units here, 32a and 32b) and a FAX apparatus 33 (two units here, 33a and 33b) for connecting the dedicated interface 31 and the public communication network.

  FIG. 2 is a block diagram showing a schematic configuration of the computer terminal 12 constituting the operation inquiry subsystem 10 according to the embodiment of the present invention.

  In FIG. 2, a computer terminal 12 includes a CPU 201 that controls the entire computer terminal 12, a real-time clock unit 202 that displays the current time, and a communication control unit 203 that is connected to a public communication line network and performs communication control (here, two , 203a and 203b), a ROM 204, a RAM 205, an external memory control unit 206 for performing various controls of the operation guidance database unit 13 which is an external memory, and an image display on the CRT display unit 210. An interface with a display controller 207 that controls the keyboard, a keyboard interface circuit 208 that is connected to the keyboard 211 and is an interface with the keyboard 211, and a LAN that is connected to other computer terminals 12, 22, and 21. A LAN Interface unit 209 (here, two, 209a and 209 b) formed by a, a CRT display unit 210 to notify the working state to the operator by the image display, a keyboard unit 211.

  FIG. 3 is a block diagram showing a schematic configuration of the computer terminal 21 constituting the remote centralized management system 20 in the embodiment of the present invention.

  In FIG. 3, a computer terminal 21 includes a CPU 301 that controls the entire computer terminal 21, a real-time clock unit 302, and a communication control unit 303 (here, two, 303a and 303b) that are connected to a public communication network and perform communication control. A ROM 304, a RAM 305, an external memory control unit 306 that manages or controls the customer database unit 23 that is an external memory, a display control unit 307 that controls image display on the CRT display unit 310, and a keyboard unit 311. A keyboard interface circuit unit 308 that is an interface with the keyboard unit 311 and a LAN interface unit 309 (two in this case, 309a and 309b) that is an interface with the LAN connected to the other computer terminals 12 and 22. ,image A CRT display unit 310 to notify the working state to the operator by view, composed of a keyboard unit 311.

  FIG. 4 is a diagram showing a display example on the operation panel unit of the image forming apparatus according to the embodiment of the present invention. The user of the image forming apparatus transmits inquiry data to the center system by pressing a button corresponding to an operation guidance request displayed on the operation panel unit of the image forming apparatus.

  In FIG. 4, when the user presses a button corresponding to an operation menu display on the operation panel unit of the image forming apparatus, the display screen of FIG. 4 is displayed on the operation panel. Next, the user selects one or a plurality of various functional parts corresponding to the inquiry displayed on the screen and presses them to determine the inquiry item. Next, when the operation guidance request button is pressed, the center system is inquired by transmitting guidance request data regarding the determined inquiry item to the center system.

  FIG. 5 is a diagram illustrating a data format example of guidance request data transmitted from the image forming apparatus to the center system according to the embodiment of the present invention.

  In FIG. 5, the guidance request data transmitted from the image forming apparatus to the center system includes a data part indicating a model and a machine number assigned in advance to the image forming apparatus, and an operation of the image forming apparatus having the model and the machine number. A data type part for determining that the request is a guidance request, and a data part indicating that the operation of the image forming apparatus for which the guidance is requested is a zoom function operation. Is received, it is recognized that this is a guidance request regarding the zoom function operation for the image forming apparatus having the model and model number registered in the guidance request data.

  6 to 9 show output examples of operation guidance in the image forming apparatus according to the embodiment of the present invention. When the center system receives the guidance request data shown in FIG. 5, the center system provides guidance regarding the zoom function operation to the image forming apparatus that has transmitted the guidance request data. The center system transmits an operation guidance corresponding to the guidance regarding the zoom function operation to the image forming apparatus, and the image forming apparatus receives and outputs the operation guidance, so that the user can display the operation guidance as shown in FIGS. You can receive an operation manual.

  FIG. 10 is a diagram illustrating an operation example of storing operation record data of the image forming apparatus, that is, operation log data, in the operation log data storage unit of the image forming apparatus according to the embodiment of the present invention. In FIG. 10, the operation log data storage unit first indicates that the main power is input as the operation of the image forming apparatus. 000 (step S1), the fact that the initial screen is displayed on the device operation panel of the image forming apparatus is displayed as a screen No. 000 (step S2). Next, the code No. indicates that the user has pressed the scaling button on the initial screen. 050 (step S3), the fact that the screen of the variable magnification mode is shown on the apparatus operation panel is displayed on the screen No. 500 is stored (step S4).

  Next, the code No. indicates that the zoom button has been pressed on the magnification mode screen. 051 (step S5), the fact that the zoom mode screen on the device operation panel is displayed is shown in screen No. 5. Stored as 501 (step S6). Next, the code No. indicates that the magnification setting button has been pressed on the zoom mode screen. X52 (052 for input using the numeric keypad, 152 for input using the touch panel) (step S7). This is stored as 502 (step S8). Finally, when the document is set and the start key is pressed, the code No. Stored as 001 (step S9).

  FIG. 11 is a diagram illustrating a format example of operation log data stored in an operation log data storage unit included in the image forming apparatus according to the embodiment of the present invention. In FIG. 11, the operation log data is operation log data stored in the processing operation in FIG. 10 described above, and the center system receives the operation log data to perform operations on the user's image forming apparatus and Information on the operation of the image forming apparatus with respect to the operation can be acquired.

  FIG. 12 is a diagram illustrating a first operation example according to the embodiment of the present invention. In FIG. 12, the user of the image forming apparatus calls the center system for inquiries regarding operations on the image forming apparatus. In response to this inquiry, the center operator interviews the inquiry target model, contents (function classification), designated output device of the operation manual, etc., and inputs the information to the center computer. After the input, the center system searches the operation guidance database unit 13 (A1), and extracts inquiry target data as shown in FIG. 11 (A2). The extracted operation guidance is transmitted to an already designated output device, that is, one of the image forming devices connected to the communication adapter 32 via the dedicated interface line 31 (A3), and the image forming device receives the inquiry target data. And output examples as shown in FIGS. 6 to 9 are automatically output to the printing paper provided in the image forming apparatus (B1).

  The user of the image forming apparatus can know the operation for the inquiry of the image forming apparatus by looking at the operation guidance as shown in FIGS.

  FIG. 13 is a diagram illustrating a second operation example according to the embodiment of the present invention. In FIG. 13, when the image forming apparatus user presses an operation menu display button on the image forming apparatus panel, an operation guidance request selection display screen example as shown in FIG. 4 is displayed on the image forming apparatus panel. On the operation guidance request selection display screen, the user presses one or more buttons corresponding to the inquiry, and then presses a button corresponding to the operation guidance request (B11). Based on the button input by the user, the image forming apparatus automatically transmits guidance request data in a request data format example as shown in FIG. 5 to the center system via the communication adapter unit 32 and the public communication line network.

  The center system that has received the guidance request data accumulates the model, machine number, and contents (function classification) from the guidance request data, and automatically searches the operation guidance database unit 13 using the model and contents as a search key (A11). , To extract and hold inquiry target data. Subsequently, the center system automatically transmits inquiry target data to the image forming apparatus having the model number and the model number already stored at the time of reception through the public communication line network and the communication adapter unit 32 (A12). Upon receiving the inquiry target data, the image forming apparatus outputs the inquiry target data to the printing paper provided as shown in FIG. 6 (B12).

  As described above, the center system can constitute an extremely economical system without requiring an operator only by the user of the image forming apparatus operating panel.

  FIG. 14 is a diagram illustrating a third operation example according to the embodiment of the present invention. The user of the image forming apparatus makes a telephone call for inquiring about the operation of the apparatus to the center system. The operator of the center system interviews the model to be inquired, the machine number, the operation guidance request content (function classification), etc., and inputs the information to the computer of the center system (A21). After the input, the center system searches the operation guidance DB unit 13 (A22), and the initial screen (referred to as screen 1 in FIG. 14 and FIG. 7 as an example) of the searched inquiry target data is displayed on the computer of the center system. indicate.

  The operator of the center system prompts the user to display the same initial screen as the initial screen displayed on the computer of the center system on the display panel unit of the image forming apparatus by telephone contact. When the screens displayed on the computer of the center system and the image forming apparatus are the same, the operator instructs the user to press the “magnification” located at the lower right on the screen, and at the same time the computer of the center system The same operation is performed, and both the computer of the center system and the image forming apparatus transition to the next screen (screen 2 in FIG. 14 and FIG. 9 as an example) (A23, B21). When the user finishes the work corresponding to the inquiry, the user issues a work completion notice by telephone contact to the operator, and the operator receives this notice and finishes all the inquiry responses (A24).

  By the above method, the center system can easily perform operation guidance without preparing the same image forming apparatus as the apparatus user.

  FIG. 15 is a diagram illustrating a fourth operation example according to the embodiment of the present invention. In FIG. 15, when a normal result is not obtained even if the image forming apparatus user performs an operation according to the operation manual, the user calls the center system. The center system operator hears the inquiry target model, machine number, contents (function classification), etc. in this telephone contact, and inputs the information to the computer of the center system (A31). The center system 100 searches the inquiry target data in the operation guidance DB unit 13 using the interviewed information as a search key (A32), accumulates the searched inquiry target data, and at the same time, the operator again performs the same operation on the user. Is requested over the phone (A33).

  When the user performs a series of operations in the image forming apparatus requested by the operator (B31), the image forming apparatus uses the copy start key to display the code information given to those keys in advance and the display screen number information for each transition. Until the key corresponding to is pressed, it is automatically stored in the internal memory in the order of pressing the operation keys as shown in FIG. 10 (B32). The above operation may be performed by the image forming apparatus constantly or by a command for setting a trace mode from the center system. When a key corresponding to the copy start key on the image forming apparatus operation panel is pressed, the image forming apparatus automatically transmits, for example, operation log data of the data format example shown in FIG. 11 to the center system.

  When the center system receives the operation log data, the center system compares the inquiry target data with the received operation log data (however, the cancel operation during the operation of the image forming apparatus is excluded) (A34), and the comparison result If they do not match, it is determined that the user has made an erroneous operation, and the operation manual for the erroneous operation portion is automatically transmitted to the image forming apparatus and output to the user (B33), or the operator is instructed by telephone contact. If the comparison results match, it is determined that there is a failure in the image forming apparatus, and automatic transfer (failure notification) of data composed of the model, machine number, operation log data, etc. is performed to the remote centralized management system (A35). ).

  According to the above embodiment, the center system is equipped with the operation guidance DB unit for every model, automatically searches the operation guidance DB according to the operation inquiry model, contents, etc., and the search result (required part) is the image forming apparatus. Since it can output to the apparatus which a user designates, the effort and time, such as searching for an operation manual or listening to the master, can be reduced efficiently.

  Necessary information can be output to the image forming apparatus by only selecting operation on the image forming apparatus operation panel, so it is not necessary to secure an operator of the center system, and unmanned operation is possible, realizing an extremely economical response system. be able to.

  The inquirer can efficiently receive the guidance by designating the output of the image forming apparatus that outputs the inquiry target data according to the request of the inquirer.

  The center system can automatically transfer inquiry target data to the image forming apparatus in response to an inquiry from a general telephone by an inquirer, and can respond to a request for operation guidance from a general telephone.

  By installing a display output unit that displays inquiry target data on multiple computers in the center system, the operator of the center system can give guidance to the inquirer mainly while referring to the inquiry target data displayed and output. Reliable operation guidance can be performed.

  Since the operation panel display on the image forming apparatus and the center computer screen display are always made the same, and the operation procedure can be guided by telephone conversation with the apparatus user, the operation unknown can be solved appropriately.

  The operation log data of the image forming apparatus can be grasped in the center system and analysis of erroneous operation or failure is possible. Therefore, the number of visits to the installation location of the department in charge is reduced, qualified guidance for the apparatus user, etc. This makes it possible to reduce useless time.

  Since an erroneous operation in the image forming apparatus can be automatically detected from the result of the comparison in the data comparison unit of the center system, it is possible to deal with an oversight of an erroneous operation in the image forming apparatus by the operator.

  From the result of the comparison in the data comparison unit of the center system, it is possible to automatically detect a failure in the image forming apparatus, so that the failure point can be notified to the center system without spending time, and as a result, the repair is completed. Can save time and effort.

  The above-described embodiment is a preferred embodiment of the present invention, and various modifications can be made without departing from the gist of the present invention.

It is a figure which shows one Embodiment of the apparatus operation guidance system which is embodiment of invention. It is a block diagram which shows schematic structure of the computer terminal which comprises the operation inquiry subsystem in embodiment of this invention. It is a block diagram which shows schematic structure of the computer terminal which comprises the remote centralized management system in embodiment of this invention. FIG. 4 is a diagram illustrating a display example on the operation panel of the image forming apparatus according to the embodiment of the present invention. FIG. 4 is a diagram illustrating an example of a data format of guidance request data transmitted from the image forming apparatus to the center system in the embodiment of the present invention. It is a figure which shows the 1st output example of the operation guidance on the display panel in the image forming apparatus in embodiment of this invention. It is a figure which shows the 2nd example of an output of the operation guidance on the display panel in the image forming apparatus in embodiment of this invention. It is a figure which shows the 3rd output example of the operation guidance on the display panel in the image forming apparatus in embodiment of this invention. It is a figure which shows the 4th example of an output of the operation guidance on the display panel in the image forming apparatus in embodiment of this invention. FIG. 10 is a diagram illustrating an operation example of storing operation record data of the image forming apparatus in an operation log data storage unit included in the image forming apparatus according to the embodiment of the present invention. 1 is a configuration diagram of an image forming apparatus according to an embodiment of the present invention. It is a figure which shows the 1st operation example in embodiment of this invention. It is a figure which shows the 2nd operation example in embodiment of this invention. It is a figure which shows the 3rd operation example in embodiment of this invention. It is a figure which shows the 4th operation example in embodiment of this invention.

Explanation of symbols

DESCRIPTION OF SYMBOLS 100 Center system 10 Operation inquiry subsystem 20 Remote centralized management system 11 Telephone 12, 21, 22 Computer terminal 13 Operation guidance database part 23 Customer database part 30 Various customer-installed OA equipment systems 31 Dedicated interface line 32 Communication adapter part 33 FAX apparatus 34 General telephone 35, 36, 37 Image forming apparatus 201, 301 CPU
202, 302 Real-time clock unit 203, 303 Communication control unit 204, 304 ROM
205, 305 RAM
206, 306 External memory control unit 207, 307 Display control unit 208, 308 Keyboard interface circuit unit 209, 309 LAN interface unit 210, 310 CRT display unit 211, 311 Keyboard unit

Claims (2)

The computer of the center system
As inquiry target data, a storage means for storing the inquiry target model, machine number, contents, etc. is provided.
The image forming apparatus
When a series of operations are performed in the own machine, memory means for storing the code information given to the key in advance and the display screen number information for each transition until the key corresponding to the copy start key is pressed,
Transmitting means for transmitting operation log data from the trace mode setting set by a command from the center system to the operation of the key corresponding to the copy start key, to the computer of the center system ,
The center system computer further includes:
When the operation log data is received, the inquiry target data is compared with the received operation log data, and if the comparison result does not match, an operation manual of an erroneous operation portion is transmitted to the image forming apparatus. A device operation guidance system characterized by that. The center system computer further includes:
2. The apparatus according to claim 1, further comprising a transfer unit that compares the inquiry target data with the received operation log data and transfers the operation log data to a remote centralized management system if the comparison results match. The device operation guidance system described.

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