JP2013161385A - Device connecting support system, device connecting support method, and device connecting support program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a device connecting support system that makes it easier for a manufacturer's call center and the like consulted by customers to support the customers in solving their device connecting troubles.SOLUTION: A server device 30 includes: customer device information storing means 305 for storing identification information of a plurality of customers and information on a plurality of devices installed in an environment of the customers, in association with each other; connection propriety information storing means 304 for storing connection propriety information on whether devices can be used in a state of being electrically interconnected between each other in beforehand, in association with a device combination; connection abnormality information storing means 306 for storing information in beforehand on a failure which may occur in relation to an electrical interconnection between devices, in association with the device combination; customer information acquiring means for acquiring identification information of a specific customer from a communication terminal unit and information on two devices which should be electrically connected; and failure countermeasure means that, when the connection propriety information has been referred to and the customer's two devices are mutually connectable, acquires information on the failure and transmits the information to the communication terminal unit.

Description

  The present invention relates to a system that supports the elimination of a connection failure between at least two devices that are electrically connected.

  Many devices are electrically connected to each other and perform a certain function. For example, a digital television is provided with a plurality of types of connection terminals such as ANT, HDMI, D4, S2, RCA, USB, and LAN. Digital TVs are connected via these connection terminals to antennas, recorders, video cameras, audio devices (amplifiers, speakers, etc.), external hard disks, wired LANs, routers, wireless LANs, home networks, and other DLNA standard devices. Connected to etc. Computers such as refrigerators, washing machines, air conditioners, water heaters, water heaters, bath tubs, and microwave ovens installed in private houses and living spaces (individual homes) will be connected to the home network and controlled by a computer. Has been.

  In addition, in an intelligent terminal device such as a mobile phone, a smart phone, a personal computer (PC), a handy terminal, mobility wireless devices such as an ITS device (inter-vehicle communication) and a vehicle / human navigation device, etc., electrical connection between devices ( (Including wired and wireless).

  There are cases where a certain procedure is required for the interconnection between in-house devices exchanging information signals, and the setup may be performed by a field service specialist (service person). It is common to assemble by referring to the procedure manual attached to the device. If there is a problem in the assembly result, search the Internet web or contact the dealer or the manufacturer's call center to solve the problem.

  For example, in the device connection support system described in Cited Document 1, in order to facilitate the assembly of video equipment, an RF tag is provided in advance in the video equipment, and a recommended connection method is displayed on the television when an RF reader is brought close to the tag. Propose to do.

JP 2004-328562 A

  However, devices installed at customers, especially information appliances with built-in communication functions and computers, are indispensable for mutual connection between devices, and form a more complex and sophisticated network. In this case, it is considered that connection between devices and troubleshooting by customers are more difficult than in the present situation, and it takes a long time to solve the problem.

  In addition, inquiries from customers regarding connection troubles increase, and it takes time to handle complaints, increasing the burden of service costs.

  In addition, the service cost burden is also expected to increase in the manufacturer's call center (sometimes called a service center or support center). For example, according to a survey at a call center, the rate of occurrence of malfunctions when connecting devices was 10%. Of those judged to be defective, 80% were caused by the customer's handling, 16% were resolved by advice, and 4% were malfunctions of the equipment itself. It has little to do with the failure of the equipment itself. Therefore, it is considered that an increase in the interconnection and complexity (networking) between devices will further increase inquiries related to device connections from customers.

  In addition, as in the case of a combination of a digital TV and a recorder, the customer can select and combine favorite devices regardless of the manufacturer. Therefore, the plurality of devices installed at the customer are not limited to those of the same manufacturer, and devices of a plurality of manufacturers are mixed. In many cases, dealers and manufacturers do not know what equipment is installed at the customer. Moreover, manufacturers are not necessarily aggressive in guaranteeing the connection and compatibility between their devices and devices from other companies. Therefore, compatibility information and trouble information corresponding to device connection configurations (including device connections with different manufacturers) in the customer environment are not sufficiently stored in the database of the manufacturer's call center. When a customer inquires about the connection of a device to a call center or the like, it takes an unexpected time to grasp the name, specification, etc. of the connected device installed in the customer. There may be cases where it is impossible to respond accurately to inquiries from customers.

  Therefore, the problem of the present invention is that a device connection that enables a dealer or a manufacturer's call center to consult with a customer to understand a plurality of devices installed in the customer and support troubles related to the device connection. It is to provide a support system, a device connection support method, and a device connection support program.

  One aspect of the device connection support system of the present invention that achieves the above-described object is to solve a problem that may occur when electrical connection is made between devices installed in a customer environment. A device connection support system connected to a server device via the server, wherein the server device stores the identification information of a plurality of customers in association with the information of a plurality of devices installed in the customer's environment For the electrical connection between the device information storage means, the connection availability information storage means for storing the connection availability information as to whether or not the devices can be used by being electrically connected in advance, in association with the combination of the devices, and Connection abnormality information storage means for storing in advance information on malfunctions that may occur in association with the combination of the devices, identification information of a specific customer from the communication terminal device, and electricity The customer information acquisition means for acquiring information on (at least) two devices to be connected to the device, and the information on the malfunction is acquired when the two devices of the customer are connectable with reference to the connection availability information. And a failure handling means for transmitting to the communication terminal device.

  By adopting such a configuration, dealers and call centers can select connected devices from a plurality of devices that are installed on customers displayed on the communication terminal device, thereby speeding up the understanding of connected devices and connecting devices. Can be easily obtained and trouble information related to this connection can be easily obtained, and appropriate advice to customers and dispatch of service personnel can be determined.

  Also, one aspect of the device connection support method of the present invention is to support the elimination of problems that may occur during electrical connection between devices installed in a customer environment. The communication terminal device is connected via a network. A support method used in a device connection support system connected to a server device, wherein the server device obtains customer information from a connected communication terminal device, and the customer information is sent to the customer's home from the customer information. The process of acquiring information on a plurality of existing devices from a first database storing a plurality of customer information in advance and displaying the information on the communication terminal device, and information on two devices selected from the displayed plurality of devices A process of taking in from a communication terminal device, a process of determining whether or not the two devices can be interconnected by referring to a second database that stores in advance whether or not the devices can be connected, A process of acquiring from a third database storing problems that may occur in the interconnection in advance, and displaying them on the communication terminal device, when the connection is possible, and problems associated with the interconnection between the two devices It is characterized by performing.

  By adopting such a configuration, it is possible to speed up the grasp of connected devices and to interconnect the connected devices by selecting the connected devices from the multiple devices installed on the customer displayed on the communication terminal device. And a method for facilitating the acquisition of trouble information related to this connection, it is possible to determine appropriate advice and dispatch of service personnel to customers.

  Also, one aspect of the device connection support method of the present invention is to support the elimination of problems that may occur during electrical connection between devices installed in a customer environment. A support method used in a device connection support system connected to a server device via a server, wherein the server device sends customer identification information sent from a communication terminal device of a first customer who is a consumer and the customer To acquire information on a plurality of devices installed in the server, associate the customer with a plurality of devices and store them in the individual product database, acquire customer information from the communication terminal device of the service provider, The process of acquiring information on a plurality of devices existing in the customer's home from the home product database and displaying the information on the communication terminal device of the service provider, and the selection by the communication terminal device of the service provider A process of fetching the two selected devices, a process of determining whether or not the two selected devices can be interconnected by referring to a compatibility database in which information on whether or not the devices can be connected to each other is stored in advance, and In some cases, the communication terminal device of the service provider obtains from the compatibility failure database in which the failure and the coping method related to the interconnection of the two devices are stored in advance by associating the defect and the coping method that may occur in the interconnection. And a process of displaying on the screen.

  Even with this configuration, by selecting a connected device from a plurality of devices installed at the customer, it is possible to speed up the grasp of the connected device, the possibility of interconnection of the connected devices, and the connection. A method for facilitating the acquisition of trouble information is obtained, and appropriate advice for customers and dispatch of service personnel can be determined.

  According to another aspect of the apparatus connection support program of the present invention, customer identification information sent from a communication terminal device of a first customer who is a consumer is connected to a computer system in which a plurality of communication terminal devices are connected via a network. And information on a plurality of devices installed at the customer, a means for associating the customer with a plurality of devices and storing them in the individual product database, acquiring customer information from the communication terminal device of the service provider, Means for acquiring information on a plurality of devices existing in the customer's home from the individual home product database and displaying the information on the communication terminal device of the service provider; and two devices selected by the communication terminal device of the service provider. Means for fetching, whether or not the two selected devices can be interconnected is determined by referring to a compatibility database in which information on whether or not the devices can be connected is stored in advance. The above-mentioned service is obtained by acquiring, from a compatibility defect database in which a problem and a coping method that can occur in the interconnection are stored in advance, with respect to a problem and a coping method related to the interconnection between the two devices when the means can be connected It is made to function as a means to display on a provider's communication terminal device.

  By adopting such a configuration, it is possible to introduce the device connection support program of the present invention into a computer system so as to function as a device connection support system.

  According to the configuration of the present invention described above, a connection support system that supports troubles related to connection between devices can be obtained.

It is explanatory drawing explaining the outline of the whole structure of a support system. 3 is an explanatory diagram illustrating a configuration of a server device 30. FIG. It is explanatory drawing explaining the example of a connectable apparatus database. It is explanatory drawing explaining a compatibility malfunction database. It is explanatory drawing explaining the structure of a communication terminal device. It is a flowchart explaining the example of formation of an individual house product database. It is a flowchart explaining the example which supports a compatibility defect by a server apparatus.

  Hereinafter, embodiments of the present invention will be described with reference to the drawings.

  FIG. 1 is an overall explanatory diagram for explaining the outline of the device connection support system of the present invention. In the figure, communication terminals 10 of a plurality of customers A, B, and C are connected to a communication network 20. The network 20 is, for example, the Internet, but is not limited to this, and may be a public communication line. It does not matter whether it is a wired communication line or a wireless communication line. In addition, communication terminal devices 40 of call centers of a plurality of companies X and Y, and communication terminal devices 50 of a plurality of stores G and F are also connected to the network 20. The network 20 is connected to a server device 30 that is the core of the device connection support system.

  As will be described later, data communication is performed between the server apparatus 30 and each communication terminal apparatus using a known protocol (for example, TCP / IP or the like). In addition, as long as the communication terminal device 10 and the server device 30 are connected to each other, their installation locations are not limited (may be in a foreign country). The server device 30 may be configured by dividing functions by a plurality of sub-servers, and the sub-servers may exist in different places. Further, the business entity of the sub server may be different.

  FIG. 2 is an explanatory diagram illustrating a configuration example of the server device 30. The server device 30 is a commercially available server device and is configured by a known computer system. The server device 30 includes a communication interface 301 that communicates with the communication terminal devices 10, 40, 50, and the like via the network 20, an information processing unit 302 that performs information processing according to a preset program, and a database unit 303 described later. , 304, 305, 306 and the like. Each database unit can be configured by the sub server. In addition, a storage device such as an HDD (hard disk) can be assigned to each database as information storage means. A plurality of databases can be stored in one HDD or the like. Each part in the server device 30 is interconnected via a signal bus 310.

  The device specification database unit 303 collects specification information provided from a product catalog or a manufacturing company (manufacturer) for the specifications of devices to be supported by this system, and creates a database that can be searched by manufacturer, model number, etc. keeping. Since the present invention aims to support the resolution of problems that may occur when devices are connected to each other, the “device” here refers to devices that are electrically connected to each other. For example, digital TV and recorder (optical storage disk, LAN connection HDD, etc.), digital TV and network equipment (eg NAS, router, etc.), digital TV and personal computer, digital TV and home server, personal computer and printer, electric car and home Equipment that is assumed to be electrically connected by the customer, such as a power source for power supply, and that may cause problems due to poor handling during the connection.

  The connectable device database unit 304 holds a database in which devices that have been confirmed in advance to be able to be electrically connected to each other are registered so as to be searchable. This is configured by collecting information such as a connection test result database by a public or private test organization, a connection test result database by a manufacturer, a QA database of a call center or mass retailer, a web, and the like.

  FIG. 3 shows an example of the configuration of the connectable device database. In this example, the case where one of the connected devices is a digital television and the other is a recorder is described in a two-dimensional array (matrix). The digital TV information is arranged in the vertical direction of the matrix, and the recorder information is arranged in the horizontal direction. For a digital TV, for example, “maker name”, “product model number”, “connection test type” (connection method), and the like are listed as search items for one model. For the recorder, for example, “maker name”, “product model number”, and the like are listed as search items for one model. “◯” in the matrix portion means that there is no problem (can be connected) with the combination of the digital TV and the recorder at that position. “Δ” means that the digital TV and the recorder at the position can be used in combination, but “failure” may occur under some or specific conditions. “X” means that the digital TV and the recorder at the position cannot be used in combination. However, it may become usable by changing the connection method. For example, Company A's digital television (model number 37K1) number 1 and Company B's recorder BRD3 cannot be connected by DLNA, but can be connected by "HDMI". Such a database is configured for each combination of devices.

  The individual house product database unit 305 holds a database configured to be able to search in advance by associating information on a plurality of devices (product model numbers, etc.) installed in the customer's home or work place with the customer. As will be described later, this database is configured by collecting information such as a customer registration card returned by a customer when the customer himself / herself registers the installed device.

  The compatibility defect database unit 305 holds a database configured to be able to search for information on defects in the connection between devices corresponding to the combination of devices. This is configured by collecting information such as a database of connection test results from public or private test institutions, a database of connection test results from manufacturers, and a QA database of call centers and mass merchandisers.

  FIG. 4 shows an example of the configuration of the compatibility defect database. In this example, as in FIG. 3, the case where one of the connected devices is a digital television and the other is a recorder is described in a two-dimensional array (matrix). The digital TV information is arranged in the vertical direction of the matrix, and the recorder information is arranged in the horizontal direction. For a digital TV, for example, “maker name”, “product model number”, “connection test type” (connection method), and the like are listed as search items for one model. For the recorder, for example, “maker name”, “product model number”, and the like are listed as search items for one model. Corresponding to “x” or “Δ” in the matrix portion shown in FIG. 3, the problem reasons 1 to n indicate what kind of problem exists in the combination of the digital television and the recorder at that position. For example, failure reason 1 of Company B BR42 is when the connection function of DLNA has a design failure and cannot be used. The reason 2 for failure is when the DLNA of the recorder BRD3 of company B cannot be used due to a design failure in the connection function. The reason 3 for failure is when a failure occurs under specific conditions when a 37K1 from company A, a recorder DMR7 from company C, and a DVD8 are DLNA connected. For example, when DLNA playback is in progress, playback such as “fast forward” or “rewind” may stop playback. Corresponding methods are stored in advance corresponding to these failure reasons 1 to n, and when the reason corresponds to the reason for the failure, for example, it is configured to be able to refer to information on the countermeasure specified by the manufacturer such as device replacement. ing.

  If a failure occurs in a combination other than these reasons for the failure, it can be considered that it can be dealt with by a solution for a general failure that may occur at the time of connection.

  FIG. 5 shows a configuration example of the communication terminal apparatus 10. The communication terminal device 10 performs data communication with the server device 30. For example, an intelligent terminal device such as a mobile phone, a smart phone, a personal computer (PC), or a handy terminal is applicable, but is not limited thereto. In this example, the communication terminal device 10 is a smartphone, an input device 101 such as a keyboard switch or a touch panel, a display device 102 such as a liquid crystal display device, a display that converts an input operation into a data signal and displays the data signal visually. Unit 102, RAM unit 104 that temporarily stores data, communication control unit 105 that communicates with the outside, antenna 106, ROM unit 107 that stores data in a nonvolatile manner, control unit 108 that executes a control program, and the like. Yes. Since the communication terminal devices 40 and 50 also have the same configuration (function) as the communication terminal device 10, description thereof will be omitted.

  In the system configuration described above, the individual home product database unit 305 of the server device 10 corresponds to a customer device information storage unit that associates and stores identification information of a plurality of customers and information of a plurality of devices installed in the customer's environment. . The connectable device database unit 304 corresponds to a connectability information storage unit that stores information indicating whether or not devices can be used by being electrically connected to each other in advance in association with the combination of the devices. The compatibility failure database unit 306 corresponds to a connection abnormality information storage unit that stores in advance information on failures that may occur in connection with electrical connection between devices in association with the combination of the devices. In addition, the server transmits compatibility information for the reason of the failure held in the compatibility failure database unit 306. When the two devices of the customer can be connected to each other with reference to the connection availability information, the failure information is acquired. This corresponds to a failure handling means for transmitting to the communication terminal device.

  Next, a cooperative operation between the communication terminal device and the server device will be described. FIG. 6 is a flowchart for explaining an example (procedure) for forming a personal product database in the server device 30. In the personal product database, the models and model numbers of multiple devices installed at the customer are registered in advance, and the customer's device installation status can be displayed when there is a device failure, handling inquiry, repair request, etc. from the customer. By grasping this, it is intended to respond appropriately to call center personnel and promptly determine service staff dispatch. For this reason, it is assumed that the customer is registered in the customer file in the individual home product database of the server device 30 in advance and becomes a user (registrant) of the crisis management support system. Certain items include, but are not limited to, customer name, date of birth, address, telephone number, and the like.

  The customer registers the device when the device is installed at home or the like. For example, the customer turns on the communication terminal device 10 that is a smartphone and selects a menu. The communication terminal device 10 executes communication software to connect to the server device 30 and connects to the network 20 (T10). The communication terminal device 10 displays an authentication (ID) number and password input screen on the screen. When the customer inputs these, the communication terminal device 10 transmits a device registration request and authentication data to the server device 30 (T12).

  The server device 30 is configured by a computer system and provides a plurality of services. The server device 30 executes customer device registration processing related to the individual home product database which is one of the services (S10). The server device 30 collates the customer authentication data transmitted from the communication terminal device 10 with the customer file. If it does not exist in the customer file, the process proceeds to a process for prompting new registration (not shown). If it is determined that the customer is a registered customer as a result of the collation (S12), the server device 30 transmits data for displaying the “device registration screen” to the communication terminal device 10 (S14). The “device registration screen” can include a “registered device deletion screen” as a sub-screen.

  The communication terminal device 10 displays the device registration screen on the display (T14), and the manufacturer name, device classification (TV, PC, etc.) entered by the customer from the touch panel, the device model number, manufacturing number, and device connection type Etc. is created and stored for each device. Similarly, device data can be formed for a plurality of devices. In addition, it is possible to form device registration deletion data in response to an operation for deleting registered device data from the sub-screen (T16). When the input of the device data by the customer is completed, the communication terminal device 10 displays a screen of the input result to prompt confirmation (T18), and when confirmed, transmits the formed device data or device data to the server device 30. (T20).

  When receiving the device data (S16), the server device 30 verifies the received device data with reference to the device specification database 303 when the device specification database 303 is provided. If there is a missing item in the device data, the missing data is supplemented using the data in the device specification database 303. When the device specification database 303 exists outside the server device 30 or when a separate service is used, the server device 30 obtains data through the communication line and performs collation (S18). If there is a missing item in the received device data, the server device 30 can make an inquiry to the communication terminal device 10 (not shown).

  When the server device 30 confirms the device data, the server device 30 adds or deletes the data of the installed device to the file of the customer in the individual home product database and updates the record. Thereby, the registration of the newly installed device is added to the previously registered device, and the current customer status is reflected (S20). When the update of the database is completed, completion data notifying the completion of the update is transmitted to the communication terminal device (S22). Thereafter, the server device returns to the standby state (S24).

  Upon receiving the update completion data, the communication terminal apparatus displays a screen indicating that the registration is completed on the display (T22), ends the registration process, and returns to the standby state (T24).

  The device connection support service by the server device will be described with reference to FIG. FIG. 3 is a flowchart for explaining an example in which support service is provided from the server device 30 by a communication terminal device 40, 50 such as a handy terminal carried by a personal computer or service personnel installed at a store or a call center.

  This device connection support service is realized by the server device performing the following process (step).

(1) Obtaining customer identification information sent from the communication terminal device of the first customer who is a consumer and information on a plurality of devices installed in the customer, and associating the customer with a plurality of devices The process of storing in the home product database
(2) Obtain customer information from communication terminal devices of service providers (for example, dealers, call centers, service personnel, etc.) and obtain information on multiple devices in the customer's home from the individual product database. The process of displaying on the communication terminal device of the service provider
(3) The process of taking in (at least) two devices selected by the communication terminal device of the service provider
(4) A process of judging whether or not two selected devices can be interconnected by referring to a compatibility database in which information on whether or not the devices can be connected is stored in advance.
(5) When the connection is possible, the troubles and countermeasures related to the interconnection between the two devices are acquired from the compatibility trouble database in which the troubles that may occur in the mutual connection and the countermeasures are stored in advance, and the service The process of displaying on the communication terminal device of the provider

  Specifically, the device connection support service is a service that uses an individual home product database, a connectable device database, and a compatibility defect database. Of these, the individual home product database and the connectable device database are supplementary (not necessary or can be substituted), and the compatibility defect database is indispensable. If there is an individual product database, it will be easier to identify the equipment installed at the customer. If there is a connectable device database, it is possible to share the compatibility defect database with the support function and database construction, and the compatibility defect database that tends to be enlarged and complicated to support the support of a combination of multiple models has an appropriate capacity. It becomes easy to set to.

  For example, it is assumed that the communication terminal device 40 in the call center is registered in advance in the server device 30 as a user. The operator of the call center turns on the communication terminal device 40 and selects the menu for the device connection support service. The communication terminal device 40 executes communication software to connect to the server device 30 and connects to the network 20 (T30). The communication terminal device 40 displays an authentication (ID) number and password input screen on the screen. When the operator inputs these, the communication terminal device 40 transmits a connection request and authentication data to the server device 30 (T32).

  As described above, the server apparatus 30 is configured by a computer system and provides a plurality of services. The server device 30 executes a device connection support service process which is one of the services (S30). The server device 30 collates the call center authentication data transmitted from the communication terminal device 40 with the call center file. If it is determined as a result of the collation (S32), data for displaying a “device connection support search screen” is transmitted to the communication terminal device 40 (S34).

  The communication terminal device 40 displays a device connection support search screen on the display (T34). An operator who receives a consultation about a connection failure between devices by telephone or the like inputs customer data such as a customer name and a registration number from a keyboard or a touch panel, and instructs the server device 30 to perform a search.

  Upon receiving the search data (S36), the server device 30 searches for customers registered in the individual home product database 305. And the data of the apparatus installed in the registration customer are acquired, and it transmits to the communication terminal device 40 (S38).

  The communication terminal device 40 displays the received data of a plurality of devices installed in the customer (T38). The operator interacts with the customer while referring to the device displayed on the screen of the communication terminal device 40, and specifies and selects the device to be connected. Information on the selected two devices is transmitted to the server device 30 (T40).

  The server device 30 receives the data of the selected device (S40), searches the connectable device database (see FIG. 3) 304 with the combination of the two devices (S42), and the two devices can be interconnected. It is determined whether or not there is (S44). When the two devices can be connected (S44, YES), the compatibility defect database (see FIG. 4) 306 is referred to (S48). If there is defect information corresponding to the combination of the two devices, it is acquired and transmitted to the communication terminal device 40 (S50).

  When the mutual connection between the two devices is not connectable or when there is no information on whether or not the two devices can be connected to each other (S44, NO), the server device 30 cannot combine the two devices, or information about the connection. Is formed (S46), and is transmitted to the communication terminal device 40 (S50). Thereafter, the server device ends the support service and returns to the standby state (S52).

  The communication terminal device 40 displays the defect information in the received combination of the selected devices, for example, information corresponding to the defects 1 to 3 shown in FIG. 4 on the display screen (T42). If necessary, the operator can store or print the defect information in the storage device of the communication terminal device 40. The operator refers to the presented defect information and responds to customer inquiries. If it is determined that the repair is difficult for the customer due to the failure of the device itself, arrangements for dispatch of service personnel, arrangements for device recovery and repair, etc. are made. When there is no defect information corresponding to the reply from the server device, a general failure countermeasure prepared in advance is performed.

  When the operator finishes obtaining the failure information in the device connection, the operator selects the support end from the menu on the screen of the communication terminal device 40 (T44, YES). Thereby, the communication terminal device 40 ends the connection with the server device 30 (T46).

  When the operator considers other combinations of devices (T44, NO), the device is selected again from the screen (T38) on which the devices are installed, and the device connection information is obtained from the server device 30 repeatedly. Customer service is performed (T42).

In this way, the operator can obtain the defect information related to the device connection from the server device and can respond to the inquiry of the defect from the customer.
In the above-described embodiment, the database D (model 1, model 2) has been described as an example of searching the database (see FIGS. 3 and 4) using two connected devices as search parameters, but three (two or more) are described. The database may be designed to search the database D (model 1, model 2, model 3,...) Using the connected devices as search parameters.
Further, not only call center operators but also sales representatives, service personnel (field engineers), customers, and the like can use the above-described support system. In particular, it can be a useful support tool with failure information for service personnel who perform maintenance on multiple models.

  As described above, according to the embodiment of the present invention, information such as a test for compatibility in connection with various devices is stored in a database so as to be searchable corresponding to the combination of devices. It becomes easy to deal with defects.

  The present invention is not limited to the above-described embodiments, but is electrically connected to household appliances (home appliances), information home appliances that have communication functions and can be connected to home networks, audio devices, video devices, vehicles, etc. The present invention can be applied to a system that supports maintenance of equipment connected to the PC.

10 (customer) communication terminal device, 20 communication network (Internet, etc.), 30 server device, 40 (call center) communication terminal device, 50 (sales store) communication terminal device

Claims (4)

A device connection support system in which a communication terminal device is connected to a server device via a network in order to eliminate problems that may occur during electrical connection between devices installed in a customer environment. ,
The server device is
Customer device information storage means for associating and storing identification information of a plurality of customers and information of a plurality of devices installed in the customer's environment;
Connection possibility information storage means for storing connection possibility information as to whether or not devices can be used by being electrically connected in advance, in association with the combination of the devices;
Connection abnormality information storage means for preliminarily storing information on malfunctions that may occur in connection with electrical connection between devices, in association with the combination of the devices;
Customer information acquisition means for acquiring identification information of a specific customer and information of two devices to be electrically connected from the communication terminal device;
When the two devices of the customer can be connected to each other with reference to the connection availability information, the failure handling means for acquiring the failure information and transmitting it to the communication terminal device;
A device connection support system comprising: It supports the elimination of problems that may occur during electrical connection between devices installed in the customer environment, and is used in a device connection support system in which a communication terminal device is connected to a server device via a network. A support method,
The server is
Acquiring customer information from the connected communication terminal device;
A process of acquiring information on a plurality of devices existing in the customer's house from the customer information from a first database storing a plurality of customer information in advance and displaying the information on the communication terminal device;
A process of fetching information of two devices selected from a plurality of displayed devices from the communication terminal device;
Determining whether or not the two devices can be interconnected by referring to a second database that stores in advance whether or not the devices can be connected;
A process of acquiring from a third database that stores problems that may occur in the interconnection in advance, and displaying them on the communication terminal device, when the connection is possible, and problems associated with the interconnection of the two devices and the countermeasures;
A device connection support method comprising: A device connection support system in which a plurality of communication terminal devices are connected to a server measure via a network, which supports the elimination of problems that may occur during electrical connection between devices installed in a customer environment. A support method used,
The server device is
A customer's identification information sent from the communication terminal device of the first customer who is a consumer and information on a plurality of devices installed in the customer are acquired, and the customer and the plurality of devices are associated with each other, and the individual home product database The process of storing in
Obtaining customer information from the communication terminal device of the service provider, acquiring information on a plurality of devices existing in the customer's home from the individual home product database, and displaying the information on the communication terminal device of the service provider;
Capturing two devices selected by the communication terminal device of the service provider;
Determining whether or not the two selected devices can be interconnected by referring to a compatibility database in which information on whether or not the devices can be connected is stored in advance;
If the connection is possible, the troubles and countermeasures related to the interconnection between the two devices are acquired from the compatibility trouble database in which the troubles that can occur in the interconnection and the countermeasures are stored in advance, and the service provider's The process of displaying on the communication terminal device;
A device connection support method comprising: A computer system in which a plurality of communication terminal devices are connected via a network,
A customer's identification information sent from the communication terminal device of the first customer who is a consumer and information on a plurality of devices installed in the customer are acquired, and the customer and the plurality of devices are associated with each other, and the individual home product database Means for storing in,
Means for acquiring customer information from a communication terminal device of a service provider, acquiring information of a plurality of devices existing in the customer's home from the individual home product database, and displaying the information on the communication terminal device of the service provider;
Means for capturing two devices selected by the communication terminal device of the service provider;
Means for judging whether or not the two selected devices can be interconnected by referring to a compatibility database in which information on whether or not the devices can be connected is stored in advance, and if the devices can be connected, Means for acquiring a related defect and a countermeasure from a compatibility defect database in which a defect that may occur in the interconnection and a countermeasure are stored in advance and displaying them on the communication terminal device of the service provider;
Device connection support program to function as.