JP6454565B2 - Support device, support system, terminal, and support method - Google Patents

Description

  The present invention relates to a support device, a support system, a terminal, and a support method.

  In recent years, using a protocol for remotely managing electronic devices such as TR-069 (Technical Report 069), the state of the electronic device is acquired via a communication network, and the electronic device is remotely managed. (For example, refer to Patent Document 1). In a remote management system using TR-069, when, for example, a MAC address is specified as device identification information for identifying an electronic device with respect to ACS (Auto Configuration Server), the ACS has an electronic device having the specified MAC address. To collect information indicating the status of the electronic device.

JP 2014-044634 A

  In order to support a user of an electronic device to be remotely managed in a call center or the like, the user needs to call the call center and transmit the device identification information of the electronic device to the operator. Then, the operator inputs the device identification information heard from the user to the operator terminal connected to the remote management system using TR-069, and displays the state of the electronic device on the display unit of the operator terminal.

  By the way, although the device identification information of an electronic device may be attached | subjected to the housing | casing of an electronic device, the position where device identification information is attached | subjects differs with the kind of electronic device. In addition, there is an electronic device in which device identification information is not attached to the housing. In this case, the user needs to access the electronic device via a network from a terminal such as a PC and check the device identification information. is there. For this reason, there is a problem that it is difficult for the user to confirm the device identification information of the electronic device. In addition, since the device identification information is a character string composed of alphanumeric characters and the like, there is a problem that the user transmits erroneous device identification information to the operator. As a result, there is a problem that it takes time to support the electronic device.

  Accordingly, the present invention has been made in view of these points, and an object thereof is to provide a support device, a support system, a terminal, and a support method that can efficiently support electronic devices.

  A support device according to a first aspect of the present invention is a support device that supports a user of an electronic device, and includes device identification information for identifying the electronic device and a telephone number of a terminal of the user of the electronic device. A first acquisition unit that acquires from a terminal; a second acquisition unit that acquires device information indicating a state of the electronic device from the electronic device corresponding to the acquired device identification information; the telephone number; and the device information Are stored in the storage unit, a receiving unit that receives an incoming call, a third acquisition unit that acquires a calling telephone number when the receiving unit receives an incoming call, and the acquired calling telephone number A display control unit that causes the display unit to display the device information that is associated and stored in the storage unit.

The second acquisition unit may acquire the device information using a remote management protocol.
The support apparatus may further include a notification control unit that transmits notification instruction information to the electronic device to notify a user of the electronic device that the device information has been acquired.

  The first acquisition unit acquires the device identification information and the telephone number in parallel with the reception of the incoming call of the reception unit, and the second acquisition unit is configured such that the first acquisition unit includes the device identification information and The device information may be acquired in response to acquiring the telephone number.

  A support system according to a second aspect of the present invention is a support system including a terminal used by a user of an electronic device and a support device that supports the user, wherein the terminal identifies the electronic device. A transmission unit that transmits identification information and the telephone number of the terminal to the support device; and a call unit that calls the support device when receiving a call instruction to the support device. The device includes a first acquisition unit that acquires the device identification information and the telephone number of the terminal from the terminal, and device information that indicates a state of the electronic device from the electronic device corresponding to the acquired device identification information. A second acquisition unit that acquires the phone number, the storage control unit that associates and stores the telephone number and the device information, a reception unit that receives an incoming call, and the reception unit receives an incoming call. And a display control unit for displaying the device information associated with the acquired calling telephone number and stored in the storage unit on the display unit of the support device; Have

  A terminal according to a third aspect of the present invention is a terminal that supports a user of an electronic device, an acquisition unit that acquires device identification information for identifying the electronic device, and support of the user when a call operation is accepted A calling unit for calling a previous telephone number; and a transmission unit for transmitting the telephone number of the terminal and the acquired device identification information to a support device supporting the user in parallel with the calling; .

  The terminal includes a device information acquisition unit that receives device information indicating a state of the electronic device corresponding to the device identification information from the support device after the transmission unit transmits the device identification information to the support device; A display control unit that displays the device information on a display unit may be further provided, and the calling unit may receive the call operation after the device information is displayed on the display unit.

  A support method according to a fourth aspect of the present invention is a support method in which a support device supports a user of an electronic device, and device identification information for identifying the electronic device, and a telephone number of a terminal of the user of the electronic device. And a step of acquiring device information indicating a state of the electronic device from the electronic device corresponding to the acquired device identification information, and associating the telephone number with the device information. Storing the information in the storage unit, acquiring the outgoing telephone number when receiving the incoming call, and displaying the device information associated with the acquired outgoing telephone number and stored in the storage unit on the display unit Steps.

  ADVANTAGE OF THE INVENTION According to this invention, there exists an effect that the support of an electronic device can be performed efficiently.

It is a figure showing an outline of a support system concerning a 1st embodiment. It is a block diagram of the support apparatus which concerns on 1st Embodiment. It is a figure which shows an example of the information memorize | stored in the apparatus information storage part. It is a block diagram of the terminal which concerns on 1st Embodiment. It is a sequence diagram which shows the flow of the process which concerns on the support of the electronic device which concerns on 1st Embodiment. It is a block diagram of the terminal which concerns on 2nd Embodiment. It is a sequence diagram which shows the flow of the process which concerns on the support of the electronic device which concerns on 2nd Embodiment. It is a figure which shows an example of the support screen displayed on the terminal which concerns on 3rd Embodiment.

Hereinafter, embodiments of the present invention will be described.
<First Embodiment>
[Outline of Support System S]
FIG. 1 is a diagram illustrating an overview of a support system S according to the first embodiment. The support system S includes a support device 1, a terminal 2, and an electronic device 3. The support system S is a system for accepting survey requests and various consultations regarding the electronic device 3 from the user of the electronic device 3 and supporting the user.

  In the present embodiment, the support device 1 is a personal computer or the like that is disposed in a support center and has a call function. The support device 1 corresponds to, for example, VoLTE (Voice over LTE) capable of transmitting and receiving voice and data in parallel via an LTE (Long Term Evolution) network. The support device 1 is connected to a communication network (not shown) such as the Internet, and can communicate with an external device via the communication network. The support device 1 may be composed of a plurality of devices such as a telephone and a personal computer. A plurality of support devices 1 may be installed in the support center.

  The terminal 2 is a mobile phone having a call function such as a smartphone, and is located at the user's house. The terminal 2 corresponds to VoLTE like the support device 1 and can transmit and receive voice and data in parallel.

  The electronic device 3 is installed in the user's home. The electronic device 3 is, for example, a set top box provided to a user by a cable television operator. The electronic device 3 is an electronic device compatible with a remote management protocol for remotely managing an electronic device such as TR-069, and is connected to a communication network. In the present embodiment, it is assumed that the terminal 2 and the electronic device 3 are used by the same user. In the present embodiment, it is assumed that one electronic device 3 is disposed in the user's home.

  In this embodiment, when the user of the electronic device 3 makes a survey request or various consultations regarding the electronic device 3, the terminal 2 executes a support application program (hereinafter referred to as a support application) for supporting the electronic device 3. To do. When the support application is executed, the terminal 2 acquires device identification information for identifying the electronic device 3 and also acquires its own telephone number ((1) in FIG. 1). Here, the device identification information is, for example, a MAC address. Subsequently, the terminal 2 transmits the acquired device identification information and telephone number to the support device 1 ((2) in FIG. 1).

  When receiving the device identification information and the telephone number from the terminal 2, the support device 1 acquires device information indicating the state of the electronic device 3 from the electronic device 3 connected to the communication network using the remote management protocol. ((3) in FIG. 1). Subsequently, the support device 1 associates the received telephone number with the acquired device information and stores them in the storage unit ((4) in FIG. 1).

  The terminal 2 accepts a call operation to the support center from the user of the terminal 2 in parallel with transmitting the device identification information and the telephone number to the support device 1 ((5) in FIG. 1). Here, the telephone number of the call destination is set in advance to the telephone number corresponding to the support device 1, and when the terminal 2 accepts the call operation, the terminal 2 calls the support device 1 (FIG. 1). (6)).

Subsequently, when receiving the incoming call, the support device 1 specifies the calling telephone number ((7) in FIG. 1), and displays the device information of the electronic device 3 stored in the storage unit in association with the calling telephone number. (8 in FIG. 1). By doing in this way, the operator of the support apparatus 1 can confirm the device information of the electronic device 3 without hearing the device identification information of the electronic device 3 from the user of the electronic device 3. In addition, the operator of the support device 1 can check the device information displayed on the display unit at the time of starting a call with the user of the electronic device 3. Therefore, the operator of the support apparatus 1 can efficiently support the electronic device.
Hereinafter, configurations of the support device 1 and the terminal 2 will be described.

[Configuration Example of Support Device 1]
First, the functional configuration of the support device 1 will be described. FIG. 2 is a configuration diagram of the support device 1 according to the present embodiment.
The support device 1 includes a display unit 11, an input unit 12, a headset 13, a storage unit 14, and a control unit 15.

The display unit 11 is configured by, for example, a liquid crystal display. The display unit 11 displays device information indicating the state of the electronic device 3 under the control of the control unit 15.
The input unit 12 includes, for example, a mouse, a keyboard, and the like, and receives an operation input from an operator who operates the support device 1.

  The headset 13 includes a speaker that outputs a sound based on the sound signal output from the control unit 15 and a microphone that inputs a sound signal indicating the collected sound to the control unit 15. The headset 13 is worn by the operator of the support device 1.

  The storage unit 14 includes, for example, a ROM, a RAM, a hard disk, and the like. The storage unit 14 stores various programs for causing the support device 1 to function. In addition, the storage unit 14 includes a device information storage unit 141.

  FIG. 3 is a diagram illustrating an example of information stored in the device information storage unit 141. In the device information storage unit 141, the telephone number of the terminal 2, the device identification information of the electronic device 3 used by the user of the terminal 2, and the device information indicating the state of the electronic device 3 are stored in association with each other. . Here, the device information includes, for example, a network setting, a communication state, a video reception state, a television output state, a connection state with a peripheral device, an operation state of an application installed in the electronic device 3, and the electronic device 3 Information indicating the version, self-diagnosis result, and the like.

  The control part 15 is comprised by CPU, for example. The control unit 15 controls functions related to the support device 1 by executing various programs stored in the storage unit 14. The control unit 15 includes a first acquisition unit 151, a second acquisition unit 152, a notification control unit 153, a storage control unit 154, a reception unit 155, a third acquisition unit 156, a display control unit 157, a call Part 158.

  The 1st acquisition part 151 acquires the apparatus identification information which identifies the electronic device 3, and the telephone number of the terminal 2 of the user of the said electronic device 3 via a LTE network. Specifically, the first acquisition unit 151 acquires device identification information and data indicating a telephone number from the terminal 2 in parallel with reception of an incoming call by the reception unit 155.

  In response to the fact that the first acquisition unit 151 has acquired the device identification information and the telephone number, the second acquisition unit 152 obtains the electronic device 3 from the electronic device 3 corresponding to the device identification information acquired by the first acquisition unit 151. Device information indicating the status of the device is acquired. Specifically, the second acquisition unit 152 acquires device information of the electronic device 3 using a remote management protocol.

  More specifically, the support device 1 is connected to an ACS server (not shown) that manages electronic devices to be supported, and transmits device identification information to the ACS server. When receiving the device identification information, the ACS server accesses the electronic device 3 corresponding to the device identification information, acquires device information indicating the state of the electronic device 3, and transmits the device information to the support device 1. Thereby, the second acquisition unit 152 acquires device information of the electronic device 3.

  The notification control unit 153 transmits to the electronic device 3 notification instruction information that notifies the user of the electronic device 3 that the device information of the electronic device 3 has been acquired by the second acquisition unit 152. The electronic device 3 includes, for example, an LED light that notifies that device information has been acquired. When the notification instruction information is received from the support device 1, the electronic device 3 turns on the LED light or the like. By doing in this way, the user of the electronic device 3 can grasp that the device information of the electronic device 3 is acquired and the support is performed.

  The storage control unit 154 associates the telephone number and device identification information acquired by the first acquisition unit 151 with the device information of the electronic device 3 acquired by the second acquisition unit 152 in the device information storage unit 141 of the storage unit 14. Remember.

The accepting unit 155 accepts an incoming call. Specifically, when accepting an incoming call, accepting unit 155 causes display unit 11 to display a screen indicating that the incoming call has been accepted, and causes display unit 11 to display an image for accepting the start of a call. Accept a call start instruction.
When the accepting unit 155 accepts an incoming call, the third acquisition unit 156 specifies a calling telephone number corresponding to the incoming call.

The display control unit 157 refers to the device information storage unit 141, acquires the device information of the electronic device 3 stored in association with the call telephone number acquired by the third acquisition unit 156, and causes the display unit 11 to display the device information.
In response to the reception unit 155 receiving a call start instruction from the operator via the input unit 12, the call unit 158 starts a call with the terminal 2 connected so as to be able to make a call.

[Configuration example of terminal 2]
Subsequently, the functional configuration of the terminal 2 will be described. FIG. 4 is a configuration diagram of the terminal 2 according to the present embodiment. The terminal 2 includes a display unit 21, an input unit 22, a wireless unit 23, a storage unit 24, and a control unit 25.

The display unit 21 includes, for example, a liquid crystal display or an organic EL (Electro-Luminescence) display. The display unit 21 displays a screen for accepting outgoing calls according to the control of the control unit 25.
The input unit 22 includes, for example, a button, a contact sensor disposed corresponding to the display unit 21, and receives an operation input from the user of the terminal 2.

  The radio unit 23 modulates the signal output from the control unit 25 to generate an RF (Radio Frequency) signal, and wirelessly transmits the RF signal to a base station (not shown) of the LTE network via an antenna (not shown). Send. In addition, the radio unit 23 demodulates the RF signal received via the antenna and outputs the demodulated signal to the control unit 25. In the present embodiment, it is assumed that the control unit 25 communicates with the support device 1 and the like via the wireless unit 23.

  The storage unit 24 is configured by, for example, a ROM and a RAM. The storage unit 24 stores various programs for causing the terminal 2 to function. For example, the storage unit 24 stores support applications that cause the control unit 25 to function as the acquisition unit 251, the transmission unit 252, the display control unit 253, the calling unit 254, and the call unit 255. The support application may be stored in the storage unit 24 in advance when the terminal 2 is shipped. Further, the support application may be stored in the storage unit 24 by being acquired from an application server (not shown) that provides the application in accordance with a user operation.

  The control part 25 is comprised by CPU, for example. The control unit 25 controls functions related to the terminal 2 by executing various programs stored in the storage unit 24. The control unit 25 includes an acquisition unit 251, a transmission unit 252, a display control unit 253, a calling unit 254, and a call unit 255.

  The acquisition unit 251 acquires the telephone number of the terminal 2 and the device identification information of the electronic device 3 in response to the execution of the support application. For example, in the remote viewing service in which the content stored in the electronic device 3 can be viewed on the terminal 2, the acquisition unit 251 displays the device identification information of the electronic device 3 associated with the terminal 2 as the remote viewing service. Get from a system that provides The acquisition unit 251 acquires the telephone number of the terminal 2 with reference to the profile information of the terminal 2 stored in the storage unit 24. Here, the acquisition of the telephone number and device identification information by the acquisition unit 251 and the reception of the call operation by the display control unit 253 are performed in parallel.

  In addition, although the acquisition part 251 acquired apparatus identification information from the system which provides a remote viewing service, it is not restricted to this. For example, the acquisition unit 251 may acquire device identification information from the electronic device 3 connected to the local network of the user's home using a protocol such as UPnP (Universal Plug and Play). The electronic device 3 includes a short-range wireless tag that stores device identification information, and the acquisition unit 251 includes NFC (Near Field Communication), infrared communication, Bluetooth (registered trademark), Wi-Fi (registered trademark), and the like. The device identification information may be acquired from the short-range wireless tag by short-range wireless communication. The acquisition unit 251 may store the acquired device identification information in the storage unit 24 and acquire the device identification information from the storage unit 24 when the support application is re-executed.

  When the acquisition unit 251 acquires the telephone number and the device identification information, the transmission unit 252 transmits data indicating the telephone number and the device identification information to the support device 1. Specifically, the transmission unit 252 displays a telephone number and device identification information in parallel with the call reception to the support device 1 by the display control unit 253 and the call to the support device 1 by the call unit 254. Data is transmitted to the support device 1. By doing in this way, the transmission part 252 can receive call operation from the user of the terminal 2, and can transmit the data which shows a telephone number and apparatus identification information to the support apparatus 1 before making a call. Note that the address of the support apparatus 1 is set in advance in the support application.

  In response to the execution of the support application, the display control unit 253 displays a call reception screen for receiving a call to the support center on the display unit 21 and receives a call operation from the user of the terminal 2.

When the calling operation is received on the reception screen displayed on the display unit 21 by the display control unit 253, the calling unit 254 calls the telephone number of the support destination of the user, that is, the telephone number of the support device 1. Here, it is assumed that the telephone number of the support device 1 is set in advance in the support application.
The call unit 255 starts a call with the support device 1 in response to the support device 1 receiving a call start instruction from the operator.

[Sequence related to support of electronic device 3]
Next, a flow of processing related to support of the electronic device 3 in the support system S will be described. FIG. 5 is a sequence diagram showing a flow of processing related to support of the electronic apparatus 3 according to the first embodiment.

First, the acquisition unit 251 of the terminal 2 acquires the telephone number of the terminal 2 and the device identification information of the electronic device 3 in response to the execution of the support application (S10).
Subsequently, the transmission unit 252 of the terminal 2 transmits the acquired telephone number and device identification information to the support device 1.

  Subsequently, when the first acquisition unit 151 of the support device 1 receives the telephone number and the device identification information transmitted from the terminal 2, the second acquisition unit 152 stores the electronic device 3 corresponding to the received device identification information. A device information acquisition request indicating the state of the electronic device 3 and notification information indicating that device information is to be acquired are transmitted.

  Upon receiving the acquisition request and the notification information, the electronic device 3 acquires its own device information and notifies the user that the device information is being acquired by turning on the LED lamp (S20). The electronic device 3 transmits the acquired device information to the support device 1. In addition, when the electronic device 3 is provided with a display unit or the electronic device 3 is connected to an external device including the display unit, the electronic device 3 transmits at least a part of the device information to be transmitted to the support device 1. You may display on the said display part.

  Subsequently, when the second acquisition unit 152 acquires device information from the electronic device 3, the storage control unit 154 associates the telephone number and device identification information acquired from the terminal 2 with the device information acquired from the electronic device 3. And stored in the device information storage unit 141 (S30).

  In parallel with the processing flow from S10 to S30, the display control unit 253 of the terminal 2 displays a call acceptance screen for accepting a call to the support center on the display unit 21 and makes a call from the user of the terminal 2 Accept the operation. When a call operation is accepted on the call acceptance screen, the calling unit 254 calls the telephone number of the support device 1 (S40). The calling unit 254 notifies the support apparatus 1 of the telephone number of the terminal 2 as a calling telephone number when making a call to the support apparatus 1.

Subsequently, when the receiving unit 155 receives the incoming call, the third acquisition unit 156 of the support device 1 specifies the outgoing telephone number corresponding to the incoming call (S50).
Subsequently, the display control unit 157 of the support device 1 acquires the device information of the electronic device 3 stored in the device information storage unit 141 in association with the calling telephone number acquired by the third acquisition unit 156, and displays the display unit 11. (S60). Here, the support device 1 receives information such as a support message displayed on the support device 1 when the reception unit 155 receives an incoming call and the operator and the user of the electronic device 3 are talking. May be displayed on the electronic device 3. By doing in this way, the user of the electronic device 3 can confirm the state of the electronic device 3 while receiving an explanation from the operator.

  In the above description, the terminal 2 acquires a telephone number and device identification information according to the execution of the support application and transmits the telephone number and device identification information to the support device 1 and accepts a call. However, the flow is different from this flow. Processing may be performed.

  For example, the acquisition unit 251 of the terminal 2 acquires the telephone number of the terminal 2 and the device identification information of the electronic device 3 in response to the execution of the support application, and the device of the electronic device 3 using a protocol such as UPnP. Part of the information is acquired, and the telephone number, device identification information, and some device information are transmitted to the support device 1. The notification control unit 153 of the support device 1 diagnoses the device based on the received partial device information, and notifies the terminal 2 of the telephone number of the support center corresponding to the diagnosis result. And the display control part 253 of the terminal 2 displays the telephone number of the said support center on a call reception screen, and receives the call operation to the said telephone number. In this way, the user of the electronic device 3 can call the telephone number corresponding to the diagnosis result and receive appropriate support.

  Here, if the acquisition unit 251 of the terminal 2 cannot acquire a part of the device information of the electronic device 3 within a predetermined time after the support application is executed, the telephone number of a predetermined support center (for example, The telephone number of the general reception) may be displayed on the call reception screen, and a call operation to the telephone number may be received.

[Effect in the first embodiment]
As described above, the support device 1 according to the present embodiment acquires the telephone number of the terminal 2 of the user of the electronic device 3 and the device information indicating the state of the electronic device 3 and stores them in the device information storage unit 141. When the support device 1 accepts an incoming call, the support device 1 acquires a call telephone number, and causes the display unit 11 to display device information associated with the call number and stored in the device information storage unit 141. In this way, the operator of the support device 1 confirms the device information of the electronic device 3 without having to ask the device identification information of the electronic device 3 from the user after starting a call with the user of the electronic device 3. Therefore, the electronic device 3 can be supported efficiently.

  Further, the support device 1 acquires the device information of the electronic device 3 in response to acquiring the device identification information of the electronic device 3 and the telephone number of the terminal 2 in parallel with the reception of the incoming call. By doing in this way, the support device 1 acquires the device information of the electronic device 3 before the operator receives a call from the user of the electronic device 3 and starts a call with the user of the electronic device 3. 11, the device information of the electronic device 3 can be displayed. Therefore, the operator of the support device 1 can promptly check the device information at the start of the call and provide support.

<Second Embodiment>
[Display device information before calling at terminal 2]
Next, the second embodiment will be described. In the first embodiment, a call acceptance screen for accepting a call is displayed on the display unit 21 of the terminal 2 in response to the execution of the support application. However, the user of the terminal 2 may be able to solve the problem without calling the support center by grasping the device information of the electronic device 3. The second embodiment is different from the first embodiment in that device information is displayed on the display unit 21 of the terminal 2 and then a call is received. The support system S according to the second embodiment will be described below with reference to the drawings. In addition, about the structure similar to 1st Embodiment, the same code | symbol is attached | subjected and detailed description is abbreviate | omitted.

  FIG. 6 is a diagram illustrating a configuration of the terminal 2 according to the second embodiment. As illustrated in FIG. 6, the terminal 2 according to the second embodiment further includes a device information acquisition unit 256.

After the transmission unit 252 transmits the device identification information to the support device 1, the device information acquisition unit 256 receives device information indicating the state of the electronic device 3 corresponding to the device identification information from the support device 1.
When the device information acquisition unit 256 receives the device information, the display control unit 253 causes the display unit 21 to display a device diagnosis screen indicating the device information. For example, the display control unit 253 displays only the information corresponding to items that can be set or handled by the user of the terminal 2 in the device information on the device diagnosis screen. Further, the display control unit 253 may cause the display unit 21 to display a device diagnosis screen including diagnosis result information indicating a problem in the electronic device 3 based on the device information. Further, the display control unit 253 displays a link to a call reception screen for receiving a call to the support center on the device diagnosis screen.

  The calling unit 254 receives a call operation after the display control unit 253 displays a device diagnosis screen including device information on the display unit 21. Specifically, the display control unit 253 causes the display unit 21 to display a call reception screen when a link to the call reception screen is selected on the device diagnosis screen. Then, the calling unit 254 receives a call operation on the call reception screen. Here, the support application stores the phone number of the support center corresponding to each of the plurality of diagnosis results, and the display control unit 253 displays the phone number corresponding to the diagnosis result on the call reception screen. Good. In this way, the user of the electronic device 3 can call the telephone number corresponding to the diagnosis result and receive appropriate support.

[Sequence related to support of electronic device 3]
Next, a flow of processing related to support of the electronic device 3 in the support system S according to the second embodiment will be described. FIG. 7 is a sequence diagram illustrating a flow of processing related to support of the electronic device 3 according to the second embodiment.

The process flow up to S30 in FIG. 7 is the same as the process flow up to S30 in FIG.
Subsequently, the notification control unit 153 of the support device 1 transmits device information indicating the state of the electronic device 3 acquired by the second acquisition unit 152 to the terminal 2.

Subsequently, when the device information acquisition unit 256 of the terminal 2 receives the device information from the support device 1, the display control unit 253 causes the display unit 21 to display a device diagnosis screen including the device information (S31).
Subsequently, when the link to the call reception screen is selected on the device diagnosis screen, the display control unit 253 displays the call reception screen. Then, the calling unit 254 receives a call operation on the call reception screen (S40).
The processing flow after S40 in FIG. 7 is the same as the processing flow after S40 in FIG.

[Effects of Second Embodiment]
As described above, in the terminal 2 according to the second embodiment, after the transmission unit 252 transmits the device identification information to the support device 1, the device information indicating the state of the electronic device 3 corresponding to the device identification information from the support device 1. Is displayed on the display unit 21, and then a call operation is accepted. By doing in this way, depending on the user of the terminal 2, there is a case where the device information of the electronic device 3 can be grasped and an appropriate response can be made, so that the load on the operator at the support center can be reduced.

<Third Embodiment>
[Accept selection from a plurality of electronic devices 3]
Subsequently, a third embodiment will be described. In the first embodiment, it has been described that the number of electronic devices 3 to be supported owned by the user is one. However, the user has a plurality of electronic devices 3 to be supported. In some cases. The third embodiment is the first in that the terminal 2 accepts selection of an electronic device 3 to be supported from among a plurality of electronic devices 3 and causes the support device 1 to display device information regarding the selected electronic device 3. Different from the embodiment. The support system S according to the third embodiment will be described below with reference to the drawings.

  In the third embodiment, the acquisition unit 251 acquires the telephone number of the terminal 2 in response to the execution of the support application, and the plurality of electronic devices 3 associated with the terminal 2 in the remote viewing service. Specify device identification information and model. Subsequently, the display control unit 253 causes the display unit 11 to display a device selection screen that accepts selection of the electronic device 3.

FIGS. 8A to 8C are diagrams illustrating an example of a support screen displayed on the terminal 2 according to the third embodiment.
Specifically, FIG. 8A is a diagram illustrating an example of a device selection screen. In FIG. 8A, it can be confirmed that a button displaying the model name of the electronic device 3 is displayed on the display unit 21 as a button for receiving selection of the electronic device 3 that receives support. When the model of the electronic device 3 is selected on the device selection screen, the transmission unit 252 transmits the device identification information corresponding to the selected model and the telephone number of the terminal 2 to the support device 1.

Subsequently, the display control unit 253 causes the display unit 21 to display an inquiry selection screen that accepts selection of inquiry contents. FIG. 8B is a diagram illustrating an example of an inquiry selection screen. In FIG. 8B, it can be confirmed that a button for accepting selection of the inquiry content of the electronic device 3 is displayed. When the inquiry content is selected on the inquiry selection screen, the transmission unit 252 transmits information indicating the selected inquiry content to the support device 1.
Subsequently, the display control unit 253 causes the display unit 21 to display a call reception screen as illustrated in FIG. Then, the calling unit 254 receives a call operation on the call reception screen.

  The second acquisition unit 152 of the support device 1 acquires device information indicating the state of the electronic device 3 selected by the terminal 2 based on the device identification information received from the terminal 2. Subsequently, the storage control unit 154 stores the telephone number of the terminal 2 and the device information in the device information storage unit 141.

After that, when the receiving unit 155 receives the incoming call, the third acquisition unit 156 of the support device 1 specifies the outgoing telephone number corresponding to the incoming call.
Then, the display control unit 157 of the support device 1 refers to the device information storage unit 141, acquires the device information of the electronic device 3 stored in association with the calling telephone number acquired by the third acquisition unit 156, and displays it. Display on the unit 11. Here, based on the information indicating the inquiry content received from the terminal 2, the display control unit 157 emphasizes information corresponding to the inquiry content in the device information and causes the display unit 11 to display the information. Note that the display control unit 157 may select information corresponding to the inquiry content from the device information based on the information indicating the inquiry content received from the terminal 2 and cause the display unit 11 to display the information.

[Effect in the third embodiment]
As described above, the terminal 2 according to the third embodiment transmits the device identification information of the selected electronic device 3 among the plurality of electronic devices 3 owned by the user to the support device 1. The device information of the electronic device 3 for which the user is about to receive support can be acquired and displayed.

  As mentioned above, although this invention was demonstrated using embodiment, the technical scope of this invention is not limited to the range as described in the said embodiment. It will be apparent to those skilled in the art that various modifications or improvements can be added to the above embodiment. In particular, the specific embodiments of the distribution / integration of the devices are not limited to those illustrated above, and all or a part thereof may be added in arbitrary units according to various additions or according to functional loads. It can be configured functionally or physically distributed and integrated.

DESCRIPTION OF SYMBOLS 1 ... Support apparatus, 11 ... Display part, 12 ... Input part, 13 ... Headset, 14 ... Memory | storage part, 141 ... Device information memory | storage part, 15 ... Control part 151... First acquisition unit 152 152 Second acquisition unit 153 Notification control unit 154 Storage control unit 155 Reception unit 156 Third acquisition unit 157 ... display control unit, 158 ... calling unit, 2 ... terminal, 21 ... display unit, 22 ... input unit, 23 ... radio unit, 24 ... storage unit, 25: Control unit, 251 ... Acquisition unit, 252 ... Transmission unit, 253 ... Display control unit, 254 ... Calling unit, 255 ... Calling unit, 3 ... Electronic equipment , S ... Support system

Claims (7)

A support device for supporting an electronic device user,
A first acquisition unit that acquires device identification information for identifying the electronic device and a telephone number of a terminal of a user of the electronic device from the terminal;
A second acquisition unit that acquires device information indicating a state of the electronic device from the electronic device corresponding to the acquired device identification information;
A notification control unit that transmits notification instruction information to the electronic device to notify the user of the electronic device that the device information has been acquired;
A storage control unit for storing the telephone number and the device information in a storage unit in association with each other;
A reception unit for receiving an incoming call;
A third acquisition unit that acquires an outgoing telephone number when the reception unit receives an incoming call;
A display control unit that causes the display unit to display the device information associated with the acquired calling telephone number and stored in the storage unit;
A support device comprising: The second acquisition unit acquires the device information using a remote management protocol.
The support device according to claim 1. The first acquisition unit acquires the device identification information and the telephone number in parallel with the reception of the incoming call of the reception unit,
The second acquisition unit acquires the device information in response to the first acquisition unit acquiring the device identification information and the telephone number.
The support device according to claim 1 or 2 . A support system comprising a terminal used by a user of an electronic device and a support device that supports the user,
The terminal
A transmitter that transmits the device identification information for identifying the electronic device and the telephone number of the terminal to the support device;
A device information acquisition unit that receives device information indicating a state of the electronic device corresponding to the device identification information from the support device after the transmission unit transmits the device identification information to the support device;
A display control unit for displaying the device information on a display unit of the terminal;
After the device information is displayed on the display unit, a call operation to the user's support destination telephone number is accepted, and when the call operation is accepted, a call is made to the user's support destination phone number And
The support device includes:
A first acquisition unit that acquires the device identification information and the phone number of the terminal from the terminal;
A second acquisition unit for acquiring the device information from the electronic device corresponding to the acquired device identification information,
A notification control unit for transmitting the device information acquired by the second acquisition unit to the terminal;
A storage control unit for storing the telephone number and the device information in a storage unit in association with each other;
A reception unit for receiving an incoming call;
A third acquisition unit that acquires an outgoing telephone number when the reception unit receives an incoming call;
A display control unit that causes the display unit of the support device to display the device information associated with the acquired calling telephone number and stored in the storage unit,
Support system. A terminal that supports users of electronic devices,
An acquisition unit for acquiring device identification information for identifying the electronic device;
The telephone number before Symbol terminal, a transmission unit and the acquired device identification information, and transmits to the support device to support the user,
A device information acquisition unit that receives device information indicating a state of the electronic device corresponding to the device identification information from the support device after the transmission unit transmits the device identification information to the support device;
A display control unit for displaying the device information on a display unit;
After the device information is displayed on the display unit, a call operation for calling the user's support destination telephone number is accepted, and when the call operation is accepted, a call to the user's support destination telephone number is made. Call part,
A terminal equipped with. A support method in which the support device supports an electronic device user,
Obtaining device identification information for identifying the electronic device and a telephone number of a terminal of a user of the electronic device from the terminal;
Acquiring device information indicating a state of the electronic device from the electronic device corresponding to the acquired device identification information;
Transmitting notification instruction information to the electronic device to notify a user of the electronic device that the device information has been acquired;
Storing the telephone number and the device information in a storage unit in association with each other;
Obtaining an outgoing telephone number upon accepting an incoming call;
Displaying the device information associated with the acquired calling telephone number and stored in the storage unit on a display unit;
Support method comprising.   A terminal used by a user of an electronic device is a support method for supporting the user of the electronic device,
  Obtaining device identification information for identifying the electronic device;
  Transmitting the telephone number of the terminal and the acquired device identification information to a support device that supports the user;
  Receiving device information indicating a state of the electronic device corresponding to the device identification information from the support device after the device identification information is transmitted to the support device;
  Displaying the device information on a display unit;
  Receiving a call operation for calling the user's support destination telephone number after the device information is displayed on the display unit, and calling the user's support destination telephone number when the call operation is received; When,
  Support method comprising.

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