System and method for locating an operator in a remote troubleshooting context

• US 8,155,878 B2
• Filed: 11/19/2008
• Issued: 04/10/2012
• Est. Priority Date: 11/19/2008
• Status: Active Grant

• Current Assignee: Xerox Corporation (Xerox Holdings Corp.)
• Original Assignee: Xerox Corporation (Xerox Holdings Corp.)
• Inventors: Roulland, Frederic
• Primary Examiner(s): Najarian, Lena
• Assistant Examiner(s): Seoh, Minnah
• Application Number:
  US12/273,779
• Publication Number:
  US 20100125759A1
• Time in Patent Office: 1,238 Days
• Field of Search: 701/300, 356/614, 455/404.2, 455/414.1, 455/456.1
• US Class Current: 701/300
• CPC Class Codes: G03G 15/5075 Remote control machines, e.g. by a host
• CPC Class Codes: G03G 2215/00109 Remote control of apparatus, e.g. by a host
• CPC Class Codes: H04M 1/6066 including a wireless connection

Abstract

A system locates a user in a remote troubleshooting environment. An office device is utilized to perform at least one of a copy, a facsimile, a print, and an email. A headset facilities audio communication between the user and a remote troubleshooter. A compass is located proximate to the office device wherein the headset is placed in a predetermined location proximate to the compass to establish a datum point such that movement from the datum point is recognized as a location proximate to the office device. A remote processing component displays the location of the headset relative to the office device based on information provided by the compass.

Claims

1. A system that locates a user in a remote troubleshooting environment, comprising:

an office device that is utilized to perform at least one of a copy, a facsimile, a print, and an email;

a headset that facilitates audio communication between the user and a remote troubleshooter, the headset including a compass that is located proximate to the office device wherein the headset is placed in a predetermined location proximate to the office device to establish a datum point utilized as an origin for orientation of the headset relative to the office device such that movement of the headset relative to the datum point is recognized as a location of the user proximate to the office device; and

a remote processing component that displays the location of the headset relative to the office device based on information provided by the compass, the remote processing component being adapted to provide the remote troubleshooter with the location;

wherein the headset is adapted to relay servicing instructions to the user from the remote troubleshooter and through the office device for performing on a component of the device.

2. The system according to claim 1, further including a coordinate system utilized to ascertain the location of the headset relative to the office device, wherein the system is a polar coordinate system.

3. The system according to claim 1, wherein the location of the user is displayed on an interface of the remote processing component via an icon that moves relative to a graphic representation of to the office device.

4. The system according to claim 1, wherein a schematic is displayed for each office device utilized.

5. The system according to claim 1, wherein high frequency movement of the headset is ignored by the remote processing component and is not displayed on the remote processing component.

6. The system according to claim 5, wherein filtering is accomplished via a low pass filter that ignores high frequency location data.

7. The system according to claim 1, wherein the remote processing component is facilitated via the office device.

8. The system according to claim 1, wherein the location of the headset relative to the office device is communicated to the remote processing component via the office device along with audio data.

9. The system according to claim 1, wherein the remote processing component is adapted to interface with a troubleshooter for relaying one or more solutions to a user utilizing the headset proximate to the office device.

10. The system according to claim 1, wherein audio data provided by the user is relayed to the troubleshooter via Voice-over-Internet protocol.

11. The system according to claim 1, further including a communication device adapted to provide communications between the troubleshooter and the user proximate to the office device.

12. The system according to claim 1, wherein the remote processing component can display one or more troubleshooting components that are particular to each type of office device that is being troubleshot.

13. The system according to claim 1, wherein the location of the headset relative to the office device is determined based on an angle of rotation that the compass is from the datum point.

14. A method to establish communication between a user and a troubleshooter during a session comprising:

detecting at an office device a communication device at a predetermined point to establish a datum;

receiving relative location data from the communication device using a compass, the location data corresponding to a position of the communication device proximate the office device based on the datum;

filtering out high frequency changes in the location data using a filtering element;

transmitting by the communication device the location data to a remote processing component;

displaying by the remote processing component the location data in substantially real time to a remote troubleshooter; and

relaying by the communication device servicing instructions provided by the remote troubleshooter for servicing a component based on the location data.

15. The method according to claim 14, wherein the location of the user is displayed on an interface of the remote processing component via an icon that moves as a representation relative to the office device.

16. The method according to claim 14, wherein the filtering includes ignoring high frequency movement of the communication device by the remote processing component and is not displayed on the remote processing component.

17. The method according to claim 14, wherein the transmitting includes communicating the location of the communication device relative to the office device via the office device along with audio data.

18. The method according to claim 14, wherein the remote processing component can display one or more troubleshooting components that are particular to each type of office device that is being troubleshot.

19. The method according to claim 14, wherein the location of the communication device relative to the office device is determined based on an angle of rotation that the compass is from the datum point.