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

• US 8,275,545 B2
• Filed: 02/13/2012
• Issued: 09/25/2012
• 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:
  US13/371,636
• Publication Number:
  US 20120144238A1
• Time in Patent Office: 225 Days
• Field of Search: 701/525, 455/404.2, 455/414.1, 455/456.1
• US Class Current: 701/525
• 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. In a remote troubleshooting environment, a system for communicating between a remote troubleshooter, that is remote from a device that provides at least one function, and a user, that is proximate to the device, said system comprising:

a communication element, adapted to be worn by the user, that facilitates audio communication between the user and the remote troubleshooter, the communication element being located proximate to the device, and providing location data to the device, wherein the communication element is placed in an initialization location proximate to the device to establish a datum point utilized as an origin for orientation of the communication element relative to the device such that movement of the communication element relative to the datum point is recognized as a location of the user proximate to the device; and

a remote computer accessible to the remote troubleshooter that displays the location of the communication element relative to the device based on the location data;

wherein the communication element relays servicing instructions to the user from the remote troubleshooter for performing on a component of the device based on the location data.

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

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

4. The system according to claim 3, wherein a schematic is displayed for the device.

5. The system according to claim 4, wherein the device is a multifunction device that performs at least one of a copy, a facsimile, a print, and an email.

6. The system according to claim 1, wherein high frequency movement of the communication element is ignored by the remote computer and is not displayed on the remote computer, and 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 computer is facilitated via the device.

8. The system according to claim 1, wherein the location of the communication element relative to the device is communicated to the remote computer via the device along with audio data.

9. The system according to claim 1, wherein the remote computer is adapted to interface with the remote troubleshooter for relaying one or more solutions to the user utilizing the communication element proximate to the device.

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

11. The system according to claim 1, wherein the device is a multifunction device that performs at least one of a copy, a facsimile, a print, and an email.

12. The system according to claim 1, wherein the remote computer displays one or more troubleshooting components that are particular to the device.

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

14. The system according to claim 1, wherein the communication element comprises a headset.

15. A method for communicating between a remote troubleshooter, that is remote from a device that provides at least one function, and a user, that is proximate to the device, said method comprising:

detecting at the device a communication element, adapted to be worn by the user, at an initialization point to establish a datum;

receiving location data from the communication element, the location data corresponding to a position of the communication element relative to the device based on the datum;

transmitting the location data from the communication element to a remote computer for display to the remote troubleshooter; and

relaying at the device to the communication element servicing instructions for the user provided by the remote troubleshooter for servicing a component of the device based on the location data.

16. The method according to claim 15, further comprising displaying the location of the communication element on an interface of the remote computer via an icon that moves as a representation relative to the device.

17. The method according to claim 15, further comprising filtering out high frequency changes in the location data using a filtering element.

18. The method according to claim 17, wherein the filtering includes ignoring high frequency movement of the communication element by the remote computer and not displaying the high frequency movement on the remote computer.

19. The method according to claim 15, wherein the transmitting includes communicating the location of the communication element relative to the device via the device along with audio data.

20. The method according to claim 15, further comprising displaying by the remote computer one or more troubleshooting components that are particular to the device.

21. The method according to claim 15, further comprising determining the location of the communication element relative to the device based on an angle of rotation that the communication element is from the datum point.