Control method and system for automatic pre-processing of device malfunctions
First Claim
1. A control method for automatically preprocessing a malfunction of a device, comprising the steps of:
- allocating first terminal equipment to a device susceptible to malfunctions and, upon an occurrence of a malfunction in said device, communicating first data about said malfunction from said first terminal equipment to an automatic central control device located remote from said device;
providing access from said central control device to stored second data and at said control device, dependent on said first data and said second data, automatically selecting a group of second terminal equipment using predefined selection rules, said second terminal equipment being respectively allocated to a plurality of service technicians;
communicating data, as communicated data, selected from the group consisting of at least a portion of said first data and at least a portion of said second data, together with a malfunction incident signal from said central control device to said group of second terminal equipment;
at each second terminal equipment in said group, emitting said malfunction incident signal and said communicated data and electronically acquiring data, as acquired data, selected from the group consisting of preliminary diagnosis data relating to said malfunction and availability data for the service technician allocated to the second terminal equipment;
communicating the acquired data from each second terminal equipment to said central control device;
at said central control device, evaluating said communicated data and said acquired data according to predefined evaluation rules, thereby obtaining an evaluation result;
selecting one of said second terminal equipment, as selected equipment, in said group dependent on said evaluation result; and
in said central control device, generating an assignment signal, and communicating said assignment signal from said central control device to said selected equipment, and emitting said assignment signal at said selected equipment.
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Accused Products
Abstract
In a control method and a system for the automatic pre-processing of device malfunctions, first data about a device malfunction are sent to a central control device by means of first terminal equipment. On the basis of the first data and on the basis of stored second data, the central control device automatically selects a group of second terminal equipment that are allocated to various service technicians. A malfunction incident signal and at least a part of the data are then sent to the selected terminal equipment and output thereat. The terminal equipment respectively acquires preliminary diagnosis data relating to the malfunction and availability data from the respective service technician. These data are communicated to the central control device, which automatically evaluates the existing data, selects a specific second terminal equipment from the group and communicates an assignment signal to the selected second terminal equipment.
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Citations
32 Claims
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1. A control method for automatically preprocessing a malfunction of a device, comprising the steps of:
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allocating first terminal equipment to a device susceptible to malfunctions and, upon an occurrence of a malfunction in said device, communicating first data about said malfunction from said first terminal equipment to an automatic central control device located remote from said device;
providing access from said central control device to stored second data and at said control device, dependent on said first data and said second data, automatically selecting a group of second terminal equipment using predefined selection rules, said second terminal equipment being respectively allocated to a plurality of service technicians;
communicating data, as communicated data, selected from the group consisting of at least a portion of said first data and at least a portion of said second data, together with a malfunction incident signal from said central control device to said group of second terminal equipment;
at each second terminal equipment in said group, emitting said malfunction incident signal and said communicated data and electronically acquiring data, as acquired data, selected from the group consisting of preliminary diagnosis data relating to said malfunction and availability data for the service technician allocated to the second terminal equipment;
communicating the acquired data from each second terminal equipment to said central control device;
at said central control device, evaluating said communicated data and said acquired data according to predefined evaluation rules, thereby obtaining an evaluation result;
selecting one of said second terminal equipment, as selected equipment, in said group dependent on said evaluation result; and
in said central control device, generating an assignment signal, and communicating said assignment signal from said central control device to said selected equipment, and emitting said assignment signal at said selected equipment. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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17. A system for automatically preprocessing a malfunction of a device, comprising:
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a device susceptible to malfunctions, an automatic central control device located remote from said device susceptible to malfunctions;
first terminal equipment allocated to said device susceptible to malfunctions which, upon an occurrence of a malfunction in said device, communicates first data about said malfunction from said first terminal equipment to said central control device;
second terminal equipment respectively allocated to a plurality of service technicians;
a memory containing second data accessible by from said central control device, said control device, dependent on said first data and said second data, automatically selecting a group of said second terminal equipment using predefined selection rules;
said central control device communicating data, as communicated data, selected from the group consisting of at least a portion of said first data and at least a portion of said second data, together with a malfunction incident signal from said central control device to said group of said second terminal equipment;
each second terminal equipment in said group emitting said malfunction incident signal and said communicated data and electronically acquiring data, as acquired data, selected from the group consisting of preliminary diagnosis data relating to said malfunction and availability data for the service technician allocated to the second terminal equipment;
each second terminal equipment communicating the acquired data therefrom to said central control device;
said central control device evaluating said communicated data and said acquired data according to predefined evaluation rules, thereby obtaining an evaluation result; and
selecting one of said second terminal equipment, as selected equipment, in said group dependent on said evaluation result; and
said central control device generating an assignment signal and communicating said assignment signal from said central control device to said selected equipment, and said selected equipment emitting said assignment signal. - View Dependent Claims (18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32)
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Specification