Method and system for remote diagnostic, control and information collection based on various communication modes for sending messages to users

• US 6,581,092 B1
• Filed: 09/29/1999
• Issued: 06/17/2003
• Est. Priority Date: 09/29/1999
• Status: Expired due to Term

• Current Assignee: Ricoh Company Limited
• Original Assignee: Ricoh Company Limited
• Inventors: Motoyama, Tetsuro, Niro, Masaichi
• Primary Examiner(s): VU, VIET DUY
• Application Number:
  US09/407,769
• Time in Patent Office: 1,357 Days
• Field of Search: 709/217, 709/218, 709/219, 709/223, 709/224, 709/225, 709/227, 709/229, 709/313, 709/206, 709/328
• US Class Current: 709/219
• CPC Class Codes: G03G 15/5079 for maintenance
• CPC Class Codes: G06F 11/2294 by remote test
• CPC Class Codes: G06F 3/1207 resulting in the user being informed about print result after a job submission
• CPC Class Codes: G06F 3/1219 with regard to consumables, e.g. ink, toner, paper
• CPC Class Codes: G06F 3/1273 Print job history, e.g. logging, accounting, tracking
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]
• CPC Class Codes: H04L 43/08 Monitoring or testing based on specific metrics, e.g. QoS, energy consumption or environmental parameters
• CPC Class Codes: H04L 51/00 User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
• CPC Class Codes: H04L 51/08 Annexed information, e.g. attachments
• CPC Class Codes: H04L 51/226 Delivery according to priorities
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04N 1/00209 Transmitting or receiving image data, e.g. facsimile data, via a computer, e.g. using e-mail, a computer network, the internet, I-fax
• CPC Class Codes: H04N 1/0323 Heads moving to and away from the reproducing medium, e.g. for pressure sensitive reproducing
• CPC Class Codes: H04N 1/32021 according to the type of received information
• CPC Class Codes: H04N 2201/0017 Notifying a communication result
• CPC Class Codes: H04N 2201/3202 of communication or activity log or report

Abstract

A method, system, and program product for communicating with machines and end users connected to a network. Information sent to or from the machines is transmitted using electronic mail or a via a direct connection. The electronic mail may be transmitted over the Internet to a service center or from a service center to a resource administrator, but also may remain within a local or wide area network for transmission between a machine and an end user or a resource administrator. E-mail messages may be transmitted from a computer which is attached to a device which is being monitored or controlled and include information regarding the status, usage or capabilities of the attached device. The device may send status messages and usage information of the device by an end user to either a resource administrator or to a service center on the Internet through a firewall. The message may be sent directly to the resource administrator station if an urgent need of the end user is indicated, so that a communication may be sent either directly to the end user or to a device driver so that the device driver may communicate the message to the end user. For example, an end user may have exceeded a predetermined limit of resource usage, and needs to be informed. For routine information, the service center may manage all the resources on an intranet and may send predetermined types of information such as summary information regarding usage of network resources to the end user using e-mail.

Claims

1. A method of processing messages, comprising the steps of:

transmitting a first electronic message generated by a first device, said first device being configured to be used by a first end user among a plurality of users;

receiving the first electronic message by a first computer;

determining whether the first electronic message received by said first computer includes status information of a job request by the first end user; and

transmitting a first communication from the first computer to the first end user, when it is determined that the first electronic message includes status information regarding the first end user;

wherein the first electronic message comprises information indicating usage of the first device, and

the step of determining comprises;

determining whether the first electronic message which is received includes information indicating a level of usage of the first device by the first end user which is greater than a predetermined usage limit value; and

terminating access of the first end user to the first device when it is determined that the first electronic message which is received includes information indicating a level of usage of the first device by the first end user which is greater than a predetermined usage limit value.

2. The method according to claim 1, wherein the first computer comprises at least one of a service center computer and a resource administrator computer.

3. The method according to claim 1, further comprising the step of:

receiving the first electronic message by a second computer, wherein each one of the first computer and the second computer comprises at least one of a service center computer and a resource administrator computer.

4. The method according claim 1, wherein the first electronic message comprises at least one of an electronic mail message and a connection-mode message, and wherein the first communication comprises at least one of an electronic mail message and a connection-mode message.

5. The method according to claim 1, further comprising the steps of:

transmitting a second electronic message by a second device;

receiving the second electronic message by the first computer;

determining whether the second electronic message which is received includes information regarding the first end user; and

transmitting a second communication from the first computer to the first end user, when it is determined that the second electronic message includes information regarding the first end user.

6. The method according to claim 1, further comprising the steps of:

transmitting a third electronic message by the first device;

receiving the third electronic message by the first computer;

determining whether the third electronic message which is received includes information regarding a second end user; and

transmitting a third communication from the first computer to the second end user, when it is determined that the third electronic message includes information regarding the second end user.

7. The method according to claim 1, further comprising the step of:

transmitting a fourth communication from the first computer to a second computer, when it is determined that the first electronic message includes information regarding the first end user.

8. The method according to claim 1, further comprising the steps of:

determining whether to terminate access of the first end user to the first device based on the information regarding the first end user; and

terminating access of the first end user to the first device when it is determined to terminate access of the first end user to the first device.

11. The method according to claim 1, further comprising the step of:

generating, by the first computer, summary information indicating usage of the first device by the first end user, wherein the first communication includes the summary information.

12. The method according to claim 11, wherein the step of generating comprises:

generating, by the first computer, summary information indicating a level of usage of the first device by the first end user based on a predetermined threshold value, wherein the communication includes the summary information.

13. The method according to claim 11, wherein the step of generating comprises:

generating, by the first computer, a warning message indicating at least one of

a level of usage of the first device by the first end user based on a predetermined limit value and

a termination of access of the first end user to the device,

wherein the first communication includes the warning message.

14. The method according to claim 11, wherein the step of generating comprises:

generating, by the first computer, summary information indicating at least one of hourly, daily, weekly, monthly, and yearly usage of the first device by the first end user, wherein the first communication includes the summary information.

15. The method according to claim 11, wherein the step of generating comprises:

generating, by the first computer, summary information indicating usage of the device by the first end user according to a predetermined usage report schedule, wherein the first communication includes the summary information.

30. The method as in claim 1, wherein the determining step includes:

identifying if the information received by said first computer and related to the first end user includes a message indicating at least that a print job requested by the first end user was completed without error or incomplete due to an error.

31. The method as in claim 30, wherein:

displaying to the first end user in said first communication from said first computer a status regarding the print job requested by the first end user.

32. The method as in claim 31, wherein the displaying step includes:

displaying that the print job was printed with low toner.

41. The method as in claim 31, wherein the displaying step includes:

displaying that the print job could not be completed due to printer jam.

9. A program product including a computer readable medium embodying program instructions for causing a system to perform the steps of:

transmitting an electronic message by a device;

receiving the electronic message by a computer; and

determining whether the message which is received includes status information of a job request indicating an urgent need of an end user of the device,

wherein the electronic message comprises information indicating usage of the device, and

the step of determining comprises;

determining whether the electronic message which is received includes information indicating a level of usage of the device by the end user which is greater than a predetermined usage limit value; and

terminating access of the end user to the device when it is determined that the electronic message which is received includes information indicating a level of usage of the device by the end user which is greater than a predetermined usage limit value.

10. The program product according to claim 9, wherein the information indicating an urgent need of the end user includes at least one of:

information indicating a usage of paper in excess of a predetermined page limit, and

information indicating a usage of the device for a period of time exceeding a predetermined time limit.

16. A method of processing messages, comprising the steps of:

transmitting an electronic message by a device;

receiving the electronic message by a computer; and

determining whether the message which is received includes status information of a job request indicating an urgent need of an end user of the device,

wherein the electronic message comprises information indicating usage of the device, and

the step of determining comprises;

determining whether the electronic message which is received includes information indicating a level of usage of the device by the end user which is greater than a predetermined usage limit value; and

terminating access of the end user to the device when it is determined that the electronic message which is received includes information indicating a level of usage of the device by the end user which is greater than a predetermined usage limit value.

17. The method according to claim 16, wherein the information indicating an urgent need of the end user includes at least one of:

information indicating a usage of paper in excess of a predetermined page limit, and

information indicating a usage of the device for a period of time exceeding a predetermined time limit.

18. A system comprising:

a first device configured to transmit a first electronic message from a first resource; and

a first computer configured to receive the first electronic message, to determine whether the first electronic message which is received includes information regarding a first end user, said information including status of a job request by the first end user; and

to transmit a first communication to the first end user, wherein the first electronic message comprises information indicating usage of the first resource;

the first computer is configured to generate summary information indicating usage of the first resource by the first end user, said first communication including summary information, and said first computer is configured to generate a warning message indicating at least one of a level of usage of the first device by the first end user based on a predetermined limit value and a termination of access of the first end user to the device, the first communication including the warning message.

19. The system according to claim 18, wherein the first computer comprises at least one of a service center computer and a resource administrator computer.

20. The system according to claim 18, further comprising:

a second computer configured to receive the first electronic message, wherein each one of the first computer and the second computer comprises at least one of a service center computer and a resource administrator computer.

21. The system according claim 18, wherein the first electronic message comprises at least one of an electronic mail message and a connection-mode message, and wherein the first communication comprises at least one of an electronic mail message and a connection-mode message.

22. The system according to claim 18, further comprising:

a second device configured to transmit a second electronic message from a second resource, wherein the first computer is configured to receive the second electronic message, to determine whether the second electronic message which is received includes information regarding the first end user, and to transmit a second communication to the first end user.

23. The system according to claim 18, wherein:

the first device is configured to transmit a third electronic message from the first resource, and

the first computer is configured to receive the third electronic message, to determine whether the third electronic message includes information regarding a second end user, and to transmit a third communication to the second end user.

24. The system according to claim 18, wherein:

the first computer is configured to transmit a fourth communication to a second computer.

25. The system according to claim 18, wherein

the first computer is configured to determine whether to terminate access of the first end user to the first device based on the information regarding the first end user, and to terminate access of the first end user to the first device.

26. The system according to claim 18, wherein the first computer is configured to determine whether the first electronic message which is received includes information indicating a level of usage of the first resource by the first end user which is greater than a predetermined usage limit value, and to terminate access of the first end user to the first resource.

27. The system according to claim 18, wherein the first computer is configured to generate summary information indicating a level of usage of the first resource by the first end user based on a predetermined threshold value, wherein the communication includes the summary information.

28. The system according to claim 18, wherein the first computer is configured to generate summary information indicating at least one of hourly, daily, weekly, monthly, and yearly usage of the first resource by the first end user, wherein the first communication includes the summary information.

29. The system according to claim 18, wherein the first computer is configured to generate summary information indicating usage of the first resource by the first end user according to a predetermined usage report schedule, wherein the first communication includes the summary information.

33. A program product including a computer readable medium embodying program instructions for causing a system to perform the steps of:

transmitting a first electronic message generated by a first device, said first device being configured to be used by a first end user among a plurality of users;

receiving the first electronic message by a first computer;

determining whether the first electronic message received by said first computer includes status information of a job request by the first end user; and

transmitting a first communication from the first computer to the first end user, when it is determined that the first electronic message includes status information regarding the first end user, wherein the first electronic message comprises information indicating usage of the first device, and the step of determining comprises;

determining whether the first electronic message which is received includes information indicating a level of usage of the first device by the first end user which is greater than a predetermined usage limit value; and

terminating access of the first end user to the first device when it is determined that the first electronic message which is received includes information indicating a level of usage of the first device by the first end user which is greater than a predetermined usage limit value.

34. The program product according to claim 33, wherein the first computer comprises at least one of a service center computer and a resource administrator computer.

35. The program product according to claim 33, wherein the computer readable medium embodies program instructions for causing the system to perform the step of:

receiving the first electronic message by a second computer, wherein each one of the first computer and the second computer comprises at least one of a service center computer and a resource administrator computer.

36. The program product according to claim 33, wherein the first electronic message comprises at least one of an electronic mail message and a connection-mode message, and wherein the first communication comprises at least one of an electronic mail message and a connection-mode message.

37. The program product according to claim 33, wherein the computer readable medium embodies program instructions for causing the system to perform the steps of:

transmitting a second electronic message by a second device;

receiving the second electronic message by the first computer;

determining whether the second electronic message which is received includes information regarding the first end user; and

transmitting a second communication from the first computer to the first end user, when it is determined that the second electronic message includes information regarding the first end user.

38. The program product according to claim 33, wherein the computer readable medium embodies program instructions for causing the system to perform the steps of:

transmitting a third electronic message by the first device;

receiving the third electronic message by the first computer;

determining whether the third electronic message which is received includes information regarding a second end user; and

transmitting a third communication from the first computer to the second end user, when it is determined that the third electronic message includes information regarding the second end user.

39. The program product according to claim 33, wherein the computer readable medium embodies program instructions for causing the system to perform the step of:

transmitting a fourth communication from the first computer to a second computer, when it is determined that the first electronic message includes information regarding the first end user.

40. The program product according to claim 33, wherein the computer readable medium embodies program instructions for causing the system to perform the steps of:

determining whether to terminate access of the first end user to the first device based on the information regarding the first end user; and

terminating access of the first end user to the first device when it is determined to terminate access of the first end user to the first device.

43. The program product according to claim 33, wherein the computer readable medium embodies program instructions for causing the system to perform the step of:

generating, by the first computer, summary information indicating usage of the first device by the first end user, wherein the first communication includes the summary information.

44. The program product according to claim 43, wherein the step of generating comprises:

generating, by the first computer, summary information indicating a level of usage of the first device by the first end user based on a predetermined threshold value, wherein the communication includes the summary information.

45. The program product according to claim 43, wherein the step of generating comprises:

generating, by the first computer, a warning message indicating at least one of

a level of usage of the first device by the first end user based on a predetermined limit value and

a termination of access of the first end user to the device,

wherein the first communication includes the warning message.

46. The program product according to claim 43, wherein the step of generating comprises:

generating, by the first computer, summary information indicating at least one of hourly, daily, weekly, monthly, and yearly usage of the first device by the first end user, wherein the first communication includes the summary information.

47. The program product according to claim 43, wherein the step of generating comprises:

generating, by the first computer, summary information indicating usage of the device by the first end user according to a predetermined usage report schedule, wherein the first communication includes the summary information.

42. A method of processing messages, comprising the steps of:

generating a first electronic message by a first device, said first device being configured to be used by a first end user among a plurality of end users;

transmitting a first electronic message generated by the first device, the first electronic message comprising information indicating usage of the first device;

receiving the first electronic message by a first computer;

determining whether the first electronic message received by said first computer includes information identifying whether or not a task requested by the first end user, to be performed by the first device, was performed with or without error; and

transmitting a first communication from the first computer to the first end user, when it is determined that the first electronic message includes information related to the first end user, and

the step of determining comprises;

determining whether the first electronic message which is received includes information indicating a level of usage of the first device by the first end user which is greater than a predetermined usage limit value; and

terminating access of the first end user to the first device when it is determined that the first electronic message which is received includes information indicating a level of usage of the first device by the first end user which is greater than a predetermined usage limit value.