Replacing field hardware involving utilization of a smart phone

• US 8,548,459 B1
• Filed: 09/27/2011
• Issued: 10/01/2013
• Est. Priority Date: 09/27/2011
• Status: Active Grant

• Current Assignee: Emc IP Holding Company LLC (Dell Technologies Inc.)
• Original Assignee: EMC Corporation (Dell Technologies Inc.)
• Inventors: Carmody, John Richard, Hallissey, Gerard Vincent
• Primary Examiner(s): HTUN, SAN A
• Application Number:
  US13/246,025
• Time in Patent Office: 735 Days
• Field of Search: 455418-425, 455/66.1, 455 6711- 6716, 455/550.1, 455/552.1, 455/553.1, 455/556.1, 455/556.2, 455/557, 455/566, 455/226.1, 715/205, 340/635, 379 101- 35
• US Class Current: 455/424
• CPC Class Codes: H04W 24/04 Arrangements for maintaining operational condition

Abstract

A technique enables robust and reliable replacement of field hardware. The technique involves providing a set of instructions to a user from a smart phone. The set of instructions directs the user to perform a field hardware replacement operation at a field hardware installation site. The technique further involves, in accordance with the set of instructions, collecting field hardware data from the field hardware installation site using the smart phone prior to performing the field hardware replacement operation. The technique further involves receiving additional field hardware data regarding the field hardware installation site using the smart phone after performing the field hardware replacement operation.

Claims

1. A method of replacing field hardware, the method comprising:

providing a set of instructions to a user from a smart phone, the set of instructions directing the user to perform a field hardware replacement operation at a field hardware installation site;

in accordance with the set of instructions, collecting field hardware data from the field hardware installation site using the smart phone prior to performing the field hardware replacement operation; and

receiving additional field hardware data regarding the field hardware installation site using the smart phone after performing the field hardware replacement operation;

periodically carrying out wireless phone calls between the user and a central station from a variety of remote user locations using cellular telephony circuitry of the smart phone; and

providing a field visit interface to the user from, at least in part, an electronic display of the smart phone, the field visit interface being configured to guide the user through a set of field visit activities at a field hardware installation site;

receiving a command which directs the smart phone to enter a technical assistance mode, and

while the smart phone operates within the technical assistance mode, electronically displaying a set of solutions to the user through an electronic display of the smart phone, the set of solutions being constructed and arranged to solve a field hardware problem at the field hardware installation site;

wherein collecting the field hardware data from the field hardware installation site using the smart phone includes;

receiving a command which directs the smart phone to enter an inventory recordation mode, and

while the smart phone operates within the inventory recordation mode, obtaining an inventory of the field hardware using a camera of the smart phone at the field hardware installation site;

wherein receiving the additional field hardware data regarding the field hardware installation site using the smart phone after performing the field hardware replacement operation includes;

receiving a command which directs the smart phone to enter a debriefing mode, and

while the smart phone operates within the debriefing mode, obtaining a description of field hardware replacement activity which occurred at the field hardware installation site using a microphone of the smart phone;

wherein receiving the additional field hardware data regarding the field hardware installation site using the smart phone after performing the field hardware replacement operation includes;

receiving a command which directs the smart phone to enter a defective part return mode, and

while the smart phone operates within the defective part return mode, capturing an electronic image of a label of a defective part of the field hardware using the camera of the smart phone, and electronically converting data within the electronic image into a digital value representing a product identifier the defective part as part of a defective part return process;

wherein a memory of the smart phone stores a field visit record; and

wherein the method further comprises;

periodically outputting a location signal of the user using global satellite positioning circuit of the smart phone, and

saving, as part of the field visit record stored in the memory of the smart phone, a visit duration value based on the location signal and a clock circuit of the smart phone, the visit duration value representing an amount of time that the user resided at the field hardware installation site; and

wherein the method further comprises;

receiving a command which directs the smart phone to enter a new field visit mode, and

while the smart phone operates within the new field visit mode, providing user output from user output components of the smart phone, the user output including user directions to a new field hardware installation site.

2. A method as in claim 1 wherein electronically displaying the set of solutions to the user through the electronic display of the smart phone includes:

while the user is physically located at the field hardware installation site, receiving a wireless signal through a wireless receiver of the smart phone and, based on the wireless signal, graphically rendering the set of solutions to the user on the electronic display of the smart phone.

3. A method as in claim 1 wherein obtaining the inventory of the field hardware includes:

capturing an electronic image of a label of the field hardware using the camera of the smart phone at the field hardware installation site, and electronically converting data within the electronic image into a digital value representing a product identifier of at least a portion of the field hardware.

4. A method as in claim 1 wherein obtaining the description of the field hardware replacement activity includes:

receiving an audio signal from the user through the microphone of the smart phone, electronically converting speech data from the audio signal to text data, and saving the text data as a portion of a debriefing record which describes the field hardware replacement activity.

5. A method as in claim 1 further comprising:

wirelessly transmitting the product identifier to a central database containing defective part data for centralized root cause analysis.

6. A method as in claim 1 wherein saving the visit duration value includes:

automatically logging, in the field visit record stored in the memory, as an arrival time, a first clock output of the clock circuit in response to the location signal indicating that the user has arrived at the field hardware installation site,

automatically logging, in the field visit record stored in the memory, as a departure time, a second clock output of the clock circuit in response to the location signal indicating that the user has departed from the field hardware installation site, and

generating the visit duration value based on the arrival time logged in the field visit record and the departure time logged in the field visit record, the visit duration value substantially equaling the time difference between the logged arrival time and the logged departure time.

7. A method as in claim 1 further comprising:

while the smart phone operates within the new field visit mode, providing additional user output from user output components of the smart phone, the additional user output including a checklist of requirements for a visit to the new field hardware installation site.

8. A method as in claim 1, further comprising:

providing a field visit graphical user interface (GUI) to the user from, at least in part, an electronic display of the smart phone, the field visit GUI being configured to guide the user through a set of field visit activities at a field hardware installation site.

9. A method as in claim 1 wherein providing the set of instructions to the user from the smart phone includes:

receiving information on compatibility of the field hardware for hot-swapping modules prior to performing the field hardware replacement; and

saving field hardware replacement information in the smart phone during the field hardware replacement in an automated manner.

10. An electronic smart phone apparatus, comprising:

a smart phone chassis;

cellular telephony circuitry disposed within the smart phone chassis; and

a controller disposed within the smart phone chassis and coupled to the cellular telephony circuitry, the controller being constructed and arranged to;

provide a set of instructions to a user, the set of instructions directing the user to perform a field hardware replacement operation at a field hardware installation site,

in accordance with the set of instructions, collect field hardware data from the field hardware installation site prior to performing the field hardware replacement operation,

receive additional field hardware data regarding the field hardware installation site after performing the field hardware replacement operation;

provide periodical wireless phone calls between the user and a central station from a variety of remote user locations using cellular telephony circuitry of the smart phone;

provide a field visit interface to the user from, at least in part, an electronic display of the smart phone, the field visit interface being configured to guide the user through a set of field visit activities at a field hardware installation site;

receive a command which directs the smart phone to enter a technical assistance mode, and display electronically a set of solutions to the user through an electronic display of the smart phone, the set of solutions being constructed and arranged to solve a field hardware problem at the field hardware installation site;

wherein the field hardware data from the field hardware installation site using the smart phone includes;

a command which directs the smart phone to enter an inventory recordation mode, and obtain an inventory of the field hardware using a camera of the smart phone at the field hardware installation site;

wherein the additional field hardware data regarding the field hardware installation site using the smart phone includes;

a command which directs the smart phone to enter a debriefing mode, and a description of field hardware replacement activity which occurred at the field hardware installation site using a microphone of the smart phone;

wherein the additional field hardware data regarding the field hardware installation site using the smart phone after performing the field hardware replacement operation includes;

a command which directs the smart phone to enter a defective part return mode, and capturing an electronic image of a label of a defective part of the field hardware using the camera of the smart phone, and electronically converting data within the electronic image into a digital value representing a product identifier the defective part as part of a defective part return process;

wherein a memory of the smart phone stores a field visit record;

periodically outputs a location signal of the user using global satellite positioning circuit of the smart phone, and saving as part of the field visit record stored in the memory of the smart phone, a visit duration value based on the location signal and a clock circuit of the smart phone, the visit duration value representing an amount of time that the user resided at the field hardware installation site;

a command directing the smart phone to enter a new field visit mode, and

provide a user output from user output components of the smart phone, the user output including user directions to a new field hardware installation site.

11. An electronic smart phone apparatus as in claim 10 wherein the controller, when providing the set of instructions to the user from the smart phone, is constructed and arranged to:

receive information on compatibility of the field hardware for hot-swapping modules prior to performing the field hardware replacement; and

save field hardware replacement information in the smart phone during the field hardware replacement in an automated manner.

12. A computerized program product having a non-transitory computer readable medium storing code which, when executed by an electronic smart phone apparatus, cause the electronic smart phone apparatus to:

provide a set of instructions to a user, the set of instructions directing the user to perform a field hardware replacement operation at a field hardware installation site,

in accordance with the set of instructions, collect field hardware data from the field hardware installation site prior to performing the field hardware replacement operation, and

receive additional field hardware data regarding the field hardware installation site after performing the field hardware replacement operation;

provide periodical wireless phone calls between the user and a central station from a variety of remote user locations using cellular telephony circuitry of the smart phone;

provide a field visit interface to the user from, at least in part, an electronic display of the smart phone, the field visit interface being configured to guide the user through a set of field visit activities at a field hardware installation site;

receive a command which directs the smart phone to enter a technical assistance mode, and

while the smart phone operates within the technical assistance mode, electronically displaying a set of solutions to the user through an electronic display of the smart phone, the set of solutions being constructed and arranged to solve a field hardware problem at the field hardware installation site;

wherein collecting the field hardware data from the field hardware installation site using the smart phone includes;

receiving a command which directs the smart phone to enter an inventory recordation mode, and

while the smart phone operates within the inventory recordation mode, obtaining an inventory of the field hardware using a camera of the smart phone at the field hardware installation site;

wherein receiving the additional field hardware data regarding the field hardware installation site using the smart phone after performing the field hardware replacement operation includes;

receiving a command which directs the smart phone to enter a debriefing mode, and

while the smart phone operates within the debriefing mode, obtaining a description of field hardware replacement activity which occurred at the field hardware installation site using a microphone of the smart phone;

wherein receiving the additional field hardware data regarding the field hardware installation site using the smart phone after performing the field hardware replacement operation includes;

receiving a command which directs the smart phone to enter a defective part return mode, and

while the smart phone operates within the defective part return mode, capturing an electronic image of a label of a defective part of the field hardware using the camera of the smart phone, and electronically converting data within the electronic image into a digital value representing a product identifier the defective part as part of a defective part return process;

wherein a memory of the smart phone stores a field visit record; and

wherein the method further comprises;

periodically outputting a location signal of the user using global satellite positioning circuit of the smart phone, and

saving, as part of the field visit record stored in the memory of the smart phone, a visit duration value based on the location signal and a clock circuit of the smart phone, the visit duration value representing an amount of time that the user resided at the field hardware installation site; and

wherein the method further comprises;

receiving a command which directs the smart phone to enter a new field visit mode, and

while the smart phone operates within the new field visit mode, providing user output from user output components of the smart phone, the user output including user directions to a new field hardware installation site.

13. A computerized program product as in claim 12 wherein providing the set of instructions to the user from the smart phone includes:

receiving information on compatibility of the field hardware for hot-swapping modules prior to performing the field hardware replacement; and

saving field hardware replacement information in the smart phone during the field hardware replacement in an automated manner.