1285044 16965twf.doc/m 九、發明說明： 【發明所屬之技術領域】 本發明是有關於一種遠端服務的技術，且特別是有關 於一種引導使用者排除電子產品硬體故障的遠端服務技 術。 【先前技術】 在電子化的社會中，愈來愈多的電子產品充斥在我們 的身邊。♦彳如個人電腦、筆記型電腦、個人數位助理 (PDA)、仃動電話等，不但讓現代人的生 也為生活提供了許多的娛樂。 I且 ，現5的社會，每個人的手邊或多或少總有一兩項電 pps'111此’當電子產品產生故料，總是令人苦惱的 去、兩於不疋每個人都具有電子相關的維修知識，因此 二二產品故障時，唯—能做的事就是趕快送到維修 費者賤t修。因此’為了有更良好的售後服務來吸引消 其^產品’所以各家廠商無不提供了許多的維修點， 至=到府維修的服務來服務消費者。 修服不是所有電子產品的故障，都需要專業的維 障，=1^/、，電子產品僅是輕微的硬體問題所導致的故 修復即可。雖說如此，但是由於使用 問題，識’因此常常只是電子產品的輕微 的維修時= 到專業的維修體系，這不但花費了多餘 【發明内ί】費了維修體系中的人力成本。 1285繼 5twf.doc/m 本叙明的目的就是在提供一種遠端服務的呼叫 置故障時，可以將電子裝置的故障 =傅U服人貝’使其能夠料使用者自行維護電子 本發明的再—目的是提供一種遠端服務的方法，可以 讓客服人貞湘t輯縣教導制者 的故障情形。 电丁衣置 本發明提供一種遠端服務之呼叫裝置，可以配置在一 電子裝置内。本發明之呼叫健包括—使用者輸入介面、 2制電路和-電話迴路。其中，t使用者輸人介面被致 糾’控制電路會侧電子裝置中之硬體的運作狀況，並 if生^貞測結果。然後電話迴路就會依據此彳貞測結果而 產生-複頻訊號，並且透過—電信網路送至客服中心。 一另=使：者輸入介面還耦接至電子裝置的電源供應 早凡L;丨面被致能時，電源供應單會元供應電源至 電子裝置巾之部份裝置，並供應電源至呼叫裳置。 ▲在較佳的實施例中，控制電路更透過一輸入輸出璋而 搞接至電子裝置中之-基本輸入輪出系統_§)晶片，並 且控制電路還包括了-編碼單元。當使用者輪人介面被致 能時’編碼單元會從基本輸入輪出系統晶片中取出相關的 系統碼，並將其編碼後送至電話迴路，以使其產 訊 號給客服中心。 、 從另-觀點來看，本發明提供—種遠端服務之方法， 可以適用在-電子裝置上。本發明包括紐動—遠端服務 I285Q4lf.doc/m 力此，、通偏彳電子裝置上之硬體的運作狀況，並且產 :债測結果。接著，自動透過―電信網路撥縣—客服端， 以”客服端建立連線，並且透過電_路將侧結果傳 至該客服端。 、1285044 16965twf.doc/m IX. Description of the Invention: [Technical Field] The present invention relates to a remote service technology, and in particular to a remote service technology for guiding a user to troubleshoot an electronic product hardware failure . [Prior Art] In an electronic society, more and more electronic products are flooding around us. ♦ For example, personal computers, notebook computers, personal digital assistants (PDAs), mobile phones, etc., not only let modern people's life provide a lot of entertainment for life. I, in the current 5 society, each person's hand has more or less one or two electric pps'111 this 'when the electronic product produces the original material, it is always distressing to go, both of them have an electronic Related maintenance knowledge, so when the second or second product fails, the only thing that can be done is to send it to the maintenance fee 贱t repair. Therefore, in order to attract more good after-sales service to attract consumers, all manufacturers have provided many maintenance points, and they have served the service to consumers. Repairing is not a malfunction of all electronic products, and requires professional maintenance, = 1 / /, electronic products are only caused by minor hardware problems. Having said that, due to the use of the problem, the knowledge is often only a minor maintenance of the electronic product = to the professional maintenance system, which not only costs more than the cost of the maintenance system. 1285 Following 5twf.doc/m The purpose of this description is to provide a fault in the electronic device when the call is provided in a remote service, so that the user can maintain the electronic Again - the purpose is to provide a remote service method that allows the customer service staff to talk about the failure situation of the county. The present invention provides a remote service call device that can be deployed in an electronic device. The call health of the present invention includes a user input interface, a 2-system circuit, and a telephone circuit. Among them, the t user input interface is corrected to control the operation state of the hardware in the electronic device on the side of the circuit, and if the result is measured. The telephone loop then generates a multi-frequency signal based on the result of the test and sends it to the customer service center via the telecommunications network. The other is that the input interface is also coupled to the power supply of the electronic device. When the surface is enabled, the power supply unit supplies the power to some of the devices of the electronic device, and supplies power to the caller. Set. In a preferred embodiment, the control circuit is further coupled to the -substantial input wheel-out system _§ wafer via an input/output port, and the control circuit further includes a-encoding unit. When the user's wheel interface is enabled, the code unit will retrieve the relevant system code from the basic input wheel system chip and encode it to the telephone circuit to signal it to the call center. From another point of view, the present invention provides a method of remote service that can be applied to an electronic device. The invention includes a dynamic-distal service I285Q4lf.doc/m force, the operation state of the hardware on the electronic device is biased, and the result of the debt test is produced. Then, automatically dial the “Telephone-Customer Service” through the “Telecom Network” to establish a connection with the “Customer Service” and pass the result to the customer service via the electric_road.
其中’產生_結果的步驟，是當遠端服務功能被啟 日、從私子裝置的基本輸入輸出系統中取得有關電子裝 置之硬體的系統碼。接著，將此系統碼進行編碼，然後依 據編碼後的系統碼而產生—複頻訊號至客服端。 —另外，當客服端接收到複頻訊號時，會將複頻訊號進 行解碼，以讀取系統碼和產品序鮮資訊，並且將其顯示 在客服端。其中，產品序號之資訊包括使用者的姓名與其 聯絡方式。接著，客服端可雜據上述使用者的聯絡^ 聯釔使用者’並且依據系統碼來引導使用者維護電子裝置。The step of generating the result is to obtain the system code of the hardware of the electronic device from the basic input/output system of the private device when the remote service function is started. Then, the system code is encoded, and then generated according to the encoded system code - the complex signal is sent to the client. - In addition, when the client receives the multi-frequency signal, it will decode the multi-frequency signal to read the system code and product information, and display it on the client. The product serial number information includes the user's name and contact information. Then, the client can contact the user's contact to contact the user' and guide the user to maintain the electronic device according to the system code.
由於本發明能夠將基本輸入輸出系統中，關於電子裝 置之硬體的系統碼傳送給客服端。藉此，客服端的客服人 員就可以得知電子裝置目制狀況，並且可贱據系統碼 來引導使用者維護電子裝置。 為讓本發明之上述和其他目的、特徵和優點能更明顯 易懂，下文特舉較佳實施例，並配合所附圖式，作詳細說 明如下。 【實施方式】 圖1繪示了依照本發明之一較佳實施例的一種遠端服 務之呼叫裝置的架構方塊圖，其可以配置在例如個人電 月έϊ、筆δ己型電腦等的電子裝置内。請參照圖1，在本發明 1285044 16965twf.doc/m 提供的呼叫裝置100中，包括了使用者輸入介面102。當 使用者介面102被致能時，可以啟動控制電路1〇4，並且 透過控制電路104來啟動電話迴路1〇6。 在本實施例中，使用者輸入介面1〇2包括了一功能按 鍵，可以配置在電子裝置的表面。而使用者輸入介面丄〇2 還麵接至一電源供應單元112，當使用者輸入介面ι〇2被 致月b時，電源供應單元112會供給電源至電子裝置内部份 的電路，並且供給電源給呼叫裝置1〇〇。接著，控制電路Since the present invention is capable of transmitting the system code of the hardware of the electronic device to the client terminal in the basic input/output system. Thereby, the customer service personnel of the customer service can know the status of the electronic device, and can guide the user to maintain the electronic device according to the system code. The above and other objects, features and advantages of the present invention will become more <RTIgt; [Embodiment] FIG. 1 is a block diagram showing an architecture of a remote service calling device, which can be configured in an electronic device such as a personal electric moon, a pen computer, or the like, in accordance with a preferred embodiment of the present invention. Inside. Referring to Figure 1, a user input interface 102 is included in the call device 100 provided by the present invention at 1285044 16965 twf.doc/m. When the user interface 102 is enabled, the control circuit 1〇4 can be activated and the telephone circuit 1〇6 can be activated by the control circuit 104. In this embodiment, the user input interface 1〇2 includes a function button that can be disposed on the surface of the electronic device. The user input interface 丄〇2 is also connected to a power supply unit 112. When the user input interface ι〇2 is caused by the month b, the power supply unit 112 supplies power to the internal circuit of the electronic device, and supplies The power is supplied to the calling device 1〇〇. Then, the control circuit
104會偵測電子裝置内各硬體的工作情況，然後產生一偵 測結果。而電話迴路106就會依據此偵測結果而產生一複 頻訊號，並且透過一電信網路13〇傳送至客服端14〇。在 本實施例巾，電信網路13G可以是公时 (PSTN) 〇 在較佳的情況下，控制電路1〇4會透過輸入/輸出(ι/〇) 埠108叙接至基本輸入輸出系統(BI〇s)晶片ιΐ4。此 包括了編碼單幻1()。#電子裝置不正常 運料’制者相藉由致缺用者輸人介面來啟動一遠 ^務功能:此時’控制電路11〇會透過輸入/輪出谭從基 統内讀取有關概況的系統碼: 接者柄早πηο會將料、統碼進行鶴 迴路106以產生複頻訊號送至客服端14〇。 u =’客服端14〇可以具有一解碼器142。 140收到呼叫裝置觸所輸 4服& 碼器142來解J殺肩汛唬蚪，可以利用解 2末解碼稷頻喊，以讀取基本輸人輪出系統晶片 1285044 16965twf.doc/m 114内的系統碼。然後客服人員就可以依據呼叫裝置1〇〇 所傳送來的系統碼來引導使用者維護電子裝置。 圖2繪示了依照本發明另一實施例的一種遠端服務之 呼叫奴置的架構方塊圖，其中的參考號碼與前述相同者， 代表相同的元件，並且具有相同的功能。請參照圖2，由 於並不是每一個電子裝置都支援電話迴路106的功能。因 此’在本發明的另一選擇實施例中，在控制電路1〇4和電 話迴路106之間，還可以配置轉換電路2〇1。其中，轉換 • 電路2〇1用來將控制電路104所輸出的偵測結果，轉換成 電話迴路106可接受的指令之後，再送至電話迴路1〇6。 圖3繪示了一種依照本發明之一較佳實施例的一種遠 端服務之方法的步驟流程圖，可以適用在一電子裝置。請 參ft?、圖3，將以上的敘述作一整理，本發明於圖3中提出 了種运端服務之方法。假設當電子裝置不正常運作時， ，用者可以如步驟S3〇l所述，啟動一遠端服務功能。接 著，本發明就會如步驟S303所述，偵測電子裝置上之硬 • 體的運作狀況，並產生一偵測結果。在較佳的實施例中， 步驟S303可以如上所述，利用讀取基本輸入輸出系統中 有關電子裝置硬體狀況的系統碼’並且將其編碼以當作伯 測結果。 曰、 接著，本發明會進行步驟S305，就是撥號至一客服 端，以與客服端建立連線。然後再將步驟S3〇3中的偵測 結果’透過例如公用交換電話網路等電話網路傳送至客服 端’就如步驟S307所述。在較佳的情況中，本發明合將 1285044 16965twf.doc/m 上述的系統碼進行編碼，然後產生一複頻訊號藉由電話網 路送至客服端。另外，複頻訊號也可以包括有關電子裝置 的產品訊號等資訊。而當客服端接收到彳貞測結果之後，就 可以如步驟S309所述，依據上述的偵測結果來引導使用 者自行維護電子裝置。The 104 detects the operation of each hardware in the electronic device and then generates a detection result. The telephone circuit 106 generates a complex frequency signal according to the detection result, and transmits it to the client terminal 14 through a telecommunication network 13〇. In the embodiment, the telecommunication network 13G may be public time (PSTN). In the preferred case, the control circuit 1〇4 is connected to the basic input/output system through the input/output (ι/〇) 埠108 ( BI〇s) wafer ιΐ4. This includes the encoding single magic 1 (). #电子装置不生运料's system can start a remote function by the missing user input interface: At this time, the control circuit 11〇 will read the system related to the profile from the base through input/rounding. Code: The picker handle is πηο, and the material and the code are sent to the crane circuit 106 to generate a multi-frequency signal and sent to the client terminal 14〇. u = 'Customer terminal 14 〇 may have a decoder 142. 140 receives the call device to touch the 4 service & coder 142 to solve the J killing the shoulder, can use the solution 2 to decode the frequency, to read the basic input wheel system chip 1285044 16965twf.doc / m System code within 114. The agent can then direct the user to maintain the electronic device based on the system code transmitted by the calling device. 2 is a block diagram showing the architecture of a call slave for a remote service, wherein the reference numbers are the same as those of the foregoing, and have the same functions, in accordance with another embodiment of the present invention. Referring to Figure 2, not every electronic device supports the functionality of the telephone circuit 106. Therefore, in another alternative embodiment of the present invention, a conversion circuit 2〇1 can also be disposed between the control circuit 1〇4 and the telephone loop 106. The conversion circuit 2〇1 is used to convert the detection result outputted by the control circuit 104 into an instruction acceptable to the telephone circuit 106, and then sent to the telephone circuit 1〇6. 3 is a flow chart showing the steps of a method for remote service according to a preferred embodiment of the present invention, which can be applied to an electronic device. Please refer to ft?, Fig. 3, to clarify the above description. The present invention proposes a method for the service of the terminal in Fig. 3. It is assumed that when the electronic device is not operating normally, the user can activate a remote service function as described in step S3. Then, the present invention detects the operation state of the hardware on the electronic device and generates a detection result as described in step S303. In a preferred embodiment, step S303 can utilize the system code ' for reading the hardware condition of the electronic device in the basic input/output system as described above and encode it as a result of the test. Then, the present invention proceeds to step S305, that is, dialing to a customer service terminal to establish a connection with the customer service terminal. Then, the detection result 'in step S3〇3 is transmitted to the client terminal through a telephone network such as a public switched telephone network', as described in step S307. In a preferred embodiment, the present invention encodes the system code of 1285044 16965 twf.doc/m and then generates a complex frequency signal for transmission to the client via the telephone network. In addition, the multi-frequency signal may also include information such as product signals of the electronic device. After the client receives the measurement result, the user can be guided to maintain the electronic device according to the detection result as described in step S309.
圖4繪示了依照本發明之一較佳實施例的一種圖3之 步驟S309的詳細步驟流程圖。請參照圖4,當客服端如圖 3所述，接收到以複頻訊號的形式所傳送來的偵測結果 • 後，可以如步驟S401所述，將複頻訊號進行解碼。假設， 4貞測結果包含了有關電子裝置之硬體狀況的系統碼以及相 關的產品序號。因此’當進行完步驟S401時，客服端就 可以如步驟S403所述’顯示上述之系統碼與產品序號等 資訊。 U 其中，產品序號可以包括了使用者所註冊的姓名以及 聯絡方式。因此，客服端的客服人員就可以如步驟S4〇5 所述，依照產品序號所對應的註冊資料來聯絡使用者，以 • 便如步驟S407所述，依據所傳送來的系統碼引導使用者 來維護電子裝置。 綜上所述，本發明至少有以下優點·· 1·本發明不需要使用者進行繁雜的手續，就可以將電 子裝置目前的狀況清楚的告知客服人員。 2·由於本發明會將基本輸入輪出系統中有關電子裝置 之硬體的系統碼傳送給客服人員，因此客服人員就可以依 據系統碼來引導使用者自行排除故障。 ' 10 1285044 16965twf.doc/m 3·由於本發明還會將電子裝置的產品序號傳送給客服 人員’因此客服人員能夠依據產品序號所對應的註冊資料 迅速地與使用者聯絡。 4·本發明之需利用普通的電話網路，因此客服端無須 再添購額外昂貴的設備就可以提升客服品質。 雖然本發明已以較佳實施例揭露如上，然其並非用以 限疋本發明，任何熟習此技藝者，在不脫離本發明之精神 和範圍内’當可作些許之更動與潤飾，因此本發明之保護 • 範圍當視後附之申請專利範圍所界定者為準。 【圖式簡單說明】 圖1繪示了依照本發明之一較佳實施例的一種遠端服 務之呼叫裝置的架構方塊圖。 圖2繪示了依照本發明另一實施例的一種遠端服務之 呼叫裝置的架構方塊圖。 圖3繪示了 一種依照本發明之一較佳實施例的一種遠 端服務之方法的步驟流程圖。 • 圖4繪示了依照本發明之一較佳實施例的一種客服端 依據偵測結果來引導使用者維護電子裝置的步驟流程圖。 【主要元件符號說明】 100 :呼叫裝置 102 ·使用者輸入介面 104 :控制電路 1〇6 :電話迴路 108 :輸入/輸出(1/〇)埠 11 1285044 16965twf.doc/m 110 :編碼單元 112 ··電源供應單元 114 :基本輸入輸出系統(BIOS)晶片 130 :電信網路 140 :客服端 142 :解碼器 201 :轉換電路FIG. 4 is a flow chart showing the detailed steps of step S309 of FIG. 3 in accordance with a preferred embodiment of the present invention. Referring to FIG. 4, when the client terminal receives the detection result transmitted in the form of a complex frequency signal as described in FIG. 3, the complex frequency signal may be decoded as described in step S401. Assume that the 4 test results contain the system code for the hardware condition of the electronic device and the associated product serial number. Therefore, when the step S401 is performed, the client terminal can display the above-mentioned system code and product serial number as described in step S403. U Among them, the product serial number can include the name and contact information registered by the user. Therefore, the customer service staff of the customer service can contact the user according to the registration data corresponding to the product serial number as described in step S4〇5, to guide the user to maintain according to the transmitted system code as described in step S407. Electronic device. As described above, the present invention has at least the following advantages: 1. The present invention can clearly inform the customer service personnel of the current state of the electronic device without requiring complicated procedures by the user. 2. Since the present invention transmits the system code of the hardware of the electronic input device in the basic input wheeling system to the customer service personnel, the customer service personnel can guide the user to eliminate the fault according to the system code. ' 10 1285044 16965twf.doc/m 3. Since the invention also transmits the product serial number of the electronic device to the customer service staff, the customer service personnel can quickly contact the user according to the registration data corresponding to the product serial number. 4. The invention needs to utilize an ordinary telephone network, so the customer service terminal can improve the quality of the customer service without adding additional expensive equipment. Although the present invention has been disclosed in the above preferred embodiments, it is not intended to limit the invention, and it is intended that the invention may be modified and modified without departing from the spirit and scope of the invention. Protection of the invention • The scope is subject to the definition of the scope of the patent application. BRIEF DESCRIPTION OF THE DRAWINGS FIG. 1 is a block diagram showing the architecture of a remote service call device in accordance with a preferred embodiment of the present invention. 2 is a block diagram showing the architecture of a remote service call device according to another embodiment of the present invention. 3 is a flow chart showing the steps of a method for remote service in accordance with a preferred embodiment of the present invention. FIG. 4 is a flow chart showing the steps of the client to guide the user to maintain the electronic device according to the detection result according to a preferred embodiment of the present invention. [Description of main component symbols] 100: Calling device 102. User input interface 104: Control circuit 1〇6: Telephone circuit 108: Input/output (1/〇) 埠 11 1285044 16965 twf.doc/m 110 : Coding unit 112 Power Supply Unit 114: Basic Input Output System (BIOS) Chip 130: Telecommunication Network 140: Customer Service 142: Decoder 201: Conversion Circuit
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