Application of live machine data to customer support fault isolation processes

• US 20050172170A1
• Filed: 01/16/2004
• Published: 08/04/2005
• Est. Priority Date: 01/16/2004
• Status: Abandoned Application

• Current Assignee: Xerox Corporation (Xerox Holdings Corp.)
• Original Assignee: Xerox Corporation (Xerox Holdings Corp.)
• Inventors: Thieret, Tracy E., Fedele, Samuel A.
• Application Number:
  US10/759,682
• Publication Number:
  US 20050172170A1
• Time in Patent Office: Days
• US Class Current: 714/37
• CPC Class Codes: G06F 11/0748 in a remote unit communicating with a single-box computer node experiencing an error/fault remote testing G06F11/2294
• CPC Class Codes: G06F 11/0793 Remedial or corrective actions recovery from an exception in an instruction pipeline G06F9/3861; by retry G06F11/1402; for recovering from a failure of a protocol instance or entity H04L69/40
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: Y02P 90/80 Management or planning

Abstract

Methods and systems where remotely accessible machine-provided data is provided to a customer support (e.g., “help desk”) enterprise system wherein the data automatically satisfies a need for most information traditionally provided for analysis manually during a conversation. Advanced data enables help desk personnel to expeditiously interact with customers and gather specific data useful for isolating a problem and correcting it. Data can convey information regarding a machine'"'"'s model type, location, serial number, usage history (e.g., counter data), fault codes, etc. Data can be provided directly by the machine over networks to customer support facilities.

Claims

1. Coordinating troubleshooting information associated with a machine, comprising the steps of:

maintaining troubleshooting-related information associated with functions of the machine within a database associated with the machine; and

providing troubleshooting-related information over a data network to a remote support enterprise for fault analysis and utilization during customer interaction.

2. The method of claim 1 wherein the troubleshooting-related information includes at least one of:

machine identity, machine location, error codes, machine usage history and customer identification.

3. The method of claim 1 wherein the troubleshooting information is formatted in an object description interface prior to it being provided over the data network to the remote support enterprise.

4. The method of claim 1 further comprising the steps wherein:

the troubleshooting-related information is received by a remote support enterprise over the data network; and

the troubleshooting-related information is automatically processed by the remote support enterprise.

5. The method of claim 1 further comprising the steps wherein:

the troubleshooting-related information is received by a remote support enterprise over the data network;

the troubleshooting-related information is automatically processed by the remote support enterprise;

communication is provided by the remote support enterprise with a customer associated with the machine; and

corrective data is developed by the remote support enterprise.

6. The method of claim 1 further comprising the steps wherein:

corrective data is received by the machine from the remote support enterprise over the data network;

the corrective data is automatically processed by the machine; and

the database of troubleshooting-related information associated with ongoing functions of the machine is maintained.

7. The method of claim 4 further comprising the steps wherein:

corrective data is received by the machine from the remote support enterprise over the data network;

the corrective data is automatically processed by the machine; and

the database of troubleshooting-related information associated with ongoing functions of the machine is maintained.

8. The method of claim 5 further comprising the steps wherein:

corrective data is received by the machine from the remote support enterprise over the data network;

the corrective data is automatically processed by the machine; and

the database of troubleshooting-related information associated with ongoing functions of the machine is maintained.

9. The method of claim 4 wherein the troubleshooting-related information includes at least one of:

machine identity, machine location, error codes, machine usage history and customer identification.

10. The method of claim 4 wherein the troubleshooting information is formatted in XML prior to it being provided over the data network to the remote support enterprise.

11. The method of claim 5 wherein the troubleshooting-related information includes at least one of:

machine identity, machine location, error codes, machine usage history and customer identification.

12. The method of claim 5 wherein the troubleshooting information is formatted in XML prior to it being provided over the data network to the remote support enterprise.

13. The method of claim 6 wherein the troubleshooting-related information includes at least one of:

machine identity, machine location, error codes, machine usage history and customer identification.

14. The method of claim 6 wherein the troubleshooting information is formatted in XML prior to it being provided over the data network to the remote support enterprise.

15. The method of claim 7 wherein the troubleshooting-related information includes at least one of:

machine identity, machine location, error codes, machine usage history and customer identification.

16. The method of claim 7 wherein the troubleshooting information is formatted in XML prior to it being provided over the data network to the remote support enterprise.

17. Coordinating troubleshooting of a remote machine, comprising the steps of:

a customer support enterprise receiving over a data network troubleshooting data from a remote malfunctioning machine, said troubleshooting data needed for analysis and providing correcting malfunctions of a machine within a support enterprise;

automatically processing the troubleshooting data by enterprise equipment at the customer support enterprise; and

the customer support enterprise proceeding with at least one of;

i) electronically interacting with a customer using the troubleshooting data provided by the remote malfunctioning machine as a basis for the customer interaction, and providing the customer with corrective action based on troubleshooting data provided by the remote malfunctioning machine and the customer interaction;

ii) providing corrective action over the data network directly to the remote malfunctioning machine after automatic analysis of the troubleshooting data; and

iii) escalating customer support to advanced support and providing advanced support utilizing at least one of the troubleshooting data, the analysis of the troubleshooting data, and customer interaction.

18. The method of claim 17 wherein the troubleshooting information is formatted in an object description interface prior to it being provided over the data network to the remote support enterprise.

19. A machine comprising:

a microprocessor;

data communications equipment;

an analysis module;

a database adapted to develop a document containing data useful for remote troubleshooting of the machine;

a user interface; and

wherein a document is developed with input and assistance of the previously identified elements that are organic to the machine, the document formatted for transmission over the data network using the communication equipment.

20. The invention of claim 19, wherein the machine is a photocopier, printer, or other marking device.

21. The invention of claim 19, wherein the machine is a photocopier.

22. The invention of claim 19, wherein the machine is a printer.

23. The invention of claim 19, wherein the devices internal software is adapted causing corrective measures to be automatically executed on the machine in response to data received from a remote enterprise.

24. The invention of claim 19, wherein the device'"'"'s internal software is adapted causing additional data collection to occur in response to data or software received from the remote enterprise.