Method and apparatus for automated call assistance for malfunctions in an image production device

• US 8,514,431 B2
• Filed: 12/15/2008
• Issued: 08/20/2013
• Est. Priority Date: 12/15/2008
• Status: Active Grant

• Current Assignee: Xerox Corporation (Xerox Holdings Corp.)
• Original Assignee: Xerox Corporation (Xerox Holdings Corp.)
• Inventors: Thieret, Tracy E., Roulland, Frederic, Gunther, Robert A.
• Primary Examiner(s): DICKERSON, CHAD S
• Application Number:
  US12/334,931
• Publication Number:
  US 20100149571A1
• Time in Patent Office: 1,709 Days
• Field of Search: 714/30, 714/31, 714/37, 714/100, 714/44, 714/46, 714/1, 714/2, 714/4.3, 714/4.4, 714 49- 57, 358 111- 118, 358/406, 709/206, 709/224, 399 8- 37
• US Class Current: 358/1.15
• CPC Class Codes: G03G 15/5079 for maintenance
• CPC Class Codes: G03G 15/55 Self-diagnostics; Malfunction or lifetime display
• CPC Class Codes: G06F 11/0733 in a data processing system embedded in an image processing device, e.g. printer, facsimile, scanner
• 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: G06F 3/121 Facilitating exception or error detection and recovery, e.g. fault, media or consumables depleted
• CPC Class Codes: G06F 3/1234 Errors handling and recovery, e.g. reprinting G06F3/1261 takes precedence
• CPC Class Codes: G06F 3/1284 Local printer device
• CPC Class Codes: G06F 3/1285 Remote printer device, e.g. being remote from client or server
• CPC Class Codes: H04N 1/00002 Diagnosis, testing or measuring; Detecting, analysing or monitoring not otherwise provided for error detection, error correction or monitoring in digital computers or digital computer components G06F11/00
• CPC Class Codes: H04N 1/00015 Reproducing apparatus
• CPC Class Codes: H04N 1/00029 Diagnosis, i.e. identifying a problem by comparison with a normal state
• CPC Class Codes: H04N 1/0005 in service, i.e. during normal operation
• CPC Class Codes: H04N 1/00079 remotely
• CPC Class Codes: H04N 1/32609 Fault detection or counter-measures, e.g. original mis-positioned, shortage of paper
• CPC Class Codes: H04N 1/32635 of reproducing apparatus or receiver, e.g. out of paper
• CPC Class Codes: H04N 1/32662 remotely, e.g. to the transmitter from the receiver
• CPC Class Codes: H04N 2201/3205 of identification information, e.g. name or ID code H04N2201/3209 takes precedence
• CPC Class Codes: H04N 2201/3278 Transmission

Abstract

A method for automated call assistance for malfunctions in an image production device may include receiving a signal from a user interface requesting call assistance, transmitting the call assistance request to an automated call assistance processing unit along with customer and image production device identification information, receiving a signal from the automated call assistance processing unit to identify one or more malfunctions, identifying one or more malfunctions, transmitting the one of more identified malfunctions to the automated call assistance processing unit, receiving a signal from the automated call assistance processing unit to perform one or more diagnostic tests on the image production device, performing the one or more diagnostic tests, transmitting the results of the one or more diagnostic tests to at least one of the user interface and the automated call assistance processing unit, receiving instructions from the automated call assistance processing unit concerning one or more remedies for the one or more malfunctions, and implementing the received instructions concerning one or more remedies.

Claims

1. A method for automated call assistance for malfunctions in an image production device, comprising:

receiving a signal from a user interface requesting automated call assistance;

transmitting the call assistance request to an automated call assistance processing unit along with customer and image production device identification information;

receiving a signal from the automated call assistance processing unit to identify one or more malfunctions in the image production device, the signal being sent from the automated call assistance processing unit to a call assistance module of the image production device, after and in response to the call assistance request;

identifying one or more malfunctions, the identifying being performed by the call assistance module in response to the signal to identify one or more malfunctions received from the automated call assistance processing unit;

sending a prompt to a user to confirm the one or more identified malfunctions;

determining if the confirmation of the one or more identified malfunctions from the user has been received, wherein if it is determined that the confirmation of the one or more identified malfunction from the user has been received,

transmitting the one of more identified malfunctions to the automated call assistance processing unit after the determining if the confirmation of the one or more identified malfunctions has been received;

receiving a signal from the automated call assistance processing unit to perform one or more diagnostic tests on the image production device after the transmitting the one or more identified malfunctions to the automated call assistance processing unit;

performing the one or more diagnostic tests;

transmitting results of the one or more diagnostic tests to at least one of the user interface and the automated call assistance processing unit;

receiving instructions from the automated call assistance processing unit concerning one or more remedies for the one or more malfunctions;

implementing the received instructions concerning one or more remedies for the one or more malfunctions, and

providing, by the automated call assistance processing unit, a check mark for field service cost reporting functions indicating reduced service time by the implementing the received instructions concerning one or more remedies for the one or more malfunctions in the image production device.

2. The method of claim 1, wherein the instructions are received via at least one of Internet, a telephone, and a wireless telephone.

3. The method of claim 1, wherein the instructions are received at one of a laptop computer and a personal computer.

4. The method of claim 1, further comprising:

creating a log concerning the call assistance request to the automated call assistance processing unit, wherein the log includes a call assistance case number and a record of transmitted and received messages between the automated call assistance processing unit and the user.

5. The method of claim 1, further comprising:

prompting the user at the user interface to indicate that the malfunction was resolved by implementing one or more of the received instructions concerning the one or more remedies.

6. The method of claim 5, wherein the malfunction and the implemented received instructions concerning the one or more remedies that solved the malfunction are stored for future use.

7. The method of claim 1, wherein the image production device is one of a printer, a copier/printer, an office copier/printer, a high-capacity copier/printer, a commercial copier/printer, a facsimile/printer device, and a multi-function device.

8. An image production device, comprising:

a communication interface that facilitates transmission and reception of communications to and from the image production device;

a user interface that receives a signal from a user requesting automated call assistance; and

a call assistance module that transmits the call assistance request through the communication interface to an automated call assistance processing unit along with customer and image production device identification information,

receives a signal from the automated call assistance processing unit through the communication interface to identify one or more malfunctions in the image production device,

identifies one or more malfunctions and is configured to identify the one or more malfunctions in response to the signal received from the automated call assistance processing unit,

sends a prompt to the user at the user interface to confirm the one or more identified malfunctions,

determines if the confirmation of the one or more identified malfunctions from the user has been received,

wherein if it is determined that the confirmation of the one or more identified malfunctions from the user has been received,

transmits the one of more identified malfunctions to the automated call assistance processing unit through the communication interface after the receiving the signal from the automated call assistance processing unit through the communication interface to identify one or more malfunctions in the image production device,

receives a signal from the automated call assistance processing unit through the communication interface to perform one or more diagnostic tests on the image production device after the transmitting the one or more identified malfunctions to the automated call assistance processing unit,

performs the one or more diagnostic tests,

transmits results of the one or more diagnostic tests through the communication interface to at least one of the user interface and the automated call assistance processing unit,

receives instructions from the automated call assistance processing unit through the communication interface concerning one or more remedies for the one or more malfunctions,

implements the received instructions concerning one or more remedies for the one or more malfunctions, and

provides, with the automated call assistance processing unit, a check mark to field service cost reporting functions to indicate that service time is reduced by the implementing the received instructions concerning one or more remedies for the one or more malfunctions.

9. The image production device of claim 8, wherein the instructions are received via at least one of Internet, a telephone, and a wireless telephone.

10. The image production device of claim 8, wherein the instructions are received at one of a laptop computer and a personal computer.

11. The image production device of claim 8, wherein the call assistance module creates a log concerning the call assistance request to the automated call assistance processing unit, wherein the log includes at least a call assistance case number and a record of transmitted and received messages between the automated call assistance processing unit and the user.

12. The image production device of claim 8, wherein the call assistance module prompts the user at the user interface to indicate that the malfunction was resolved by implementing the one or more of the received instructions.

13. The image production device of claim 12, wherein the malfunction and the implemented one or more received instructions concerning the one or more remedies that solved the malfunction are stored in a memory for future use.

14. The image production device of claim 8, wherein the image production device is one of a printer, a copier/printer, an office copier/printer, a high-capacity copier/printer, a commercial copier/printer, a facsimile/printer device, and a multi-function device.

15. A method for providing automated call assistance for malfunctions in an image production device, comprising

receiving a call assistance request from an image production device along with customer and image production device identification information;

transmitting a request to a call assistance module of the image production device to identify one or more malfunctions;

receiving one or more identified malfunctions from the image production device, at least one of the one or more identified malfunction being identified by the call assistance module of the image production device in response to the call assistance request to the image production device to identify one or more malfunctions;

identifying one or more diagnostic tests based on the received one of more identified malfunctions after the receiving the one or more identified malfunctions from the image production device;

transmitting a message to the image production device for a user to perform the identified one or more diagnostic tests after the identifying the one or more diagnostic test based on the received one or more identified malfunctions;

receiving results of the one or more diagnostic tests from the image production device;

identifying one or more remedies for the one or more malfunctions based on the results of the one or more diagnostic tests;

transmitting instructions concerning the one or more remedies for the one or more malfunctions to the image production device;

prompting the user at the user interface to indicate the malfunction was resolved by implementing the transmitted instructions concerning the one or more remedies;

providing a check mark to field service cost reporting functions to indicate that a service time is reduced by the implementing the transmitted instructions concerning the one or more remedies for the one or more malfunctions in the image production device; and

storing the transmitted instructions concerning the one or more remedies implemented to solve the malfunction and the one or more malfunctions in memory at the automated call assistance processing unit.

16. The method of claim 15, further comprising:

receiving an indication from the image production device that the one or more remedies did not solve the one or malfunctions.

17. The method of claim 16, further comprising:

sending a message to a customer service agent to contact the user of the image production device.

18. The method of claim 15, further comprising:

creating a log entry concerning the call assistance request to the automated call processing unit, wherein the log includes a call assistance case number, and a record of transmitted and received messages between the automated call assistance processing unit.

19. The method of claim 15, wherein the call assistance request is sent from the user interface of the image production device and the method is performed by a remotely located computer.

20. The method of claim 15, wherein the image production device is one of a printer, a copier/printer, an office copier/printer, a high-capacity copier/printer, a commercial copier/printer, a facsimile/printer device, and a multi-function device.