JP2017063361A - Multifunction device with support function - Google Patents

Abstract

PROBLEM TO BE SOLVED: To lighten a burden on a person in charge of a shop where a multifunction machine is installed by executing a function that a user desires after confirming that a support fee has been paid, and to provide a support function which is effective to the user.SOLUTION: A multifunction machine comprises: a communication part which communicates with a management center device providing a support function; an input part; a display part; a support fee acquisition part which acquires a support fee transmitted from the management center device; a payment monitor part which monitors payment of prescribed fee; and a function execution part which executes a desired function. When a support fee charged for providing a prescribed support function is transmitted from the management center device after a user performs a support request operation for starting the support function, the support fee that the support charge acquisition part acquires is displayed, and after the payment monitor part confirms that the displayed support fee and a fee needed to execute the selected desired function are paid, the function execution part executes the function that the user desires.SELECTED DRAWING: Figure 6

Description

  The present invention relates to a multi-function peripheral, and more particularly to a multi-function peripheral that is installed in a store such as a convenience store and has a support function that teaches a user who has visited the store how to operate.

  In stores such as convenience stores and supermarkets, multifunction devices having a copy function, a printing function for photographs and documents, a data communication function by facsimile, an image input function for converting photographs into image data, and the like are installed.

Multifunction devices have many functions, but some of them are complicated to operate, and it takes time to operate by looking at the provided manual. Some people asked the person in charge for the operation method, or asked the person in charge for the operation itself.
In addition, in order to support the user's operation, there is also provided a multi-function device itself having a support function for directly instructing an operation method and the like by directly interacting with a person in charge at a remote center.

  For example, in Patent Document 1, in an image processing apparatus, user operation data in which operation content input by a user is recorded is held, and when the user presses the help key, the user operation content at the time when the help key is pressed. By setting the support connection destination with the support that seems to be most appropriate, and sending the user operation data that records the operation performed by the user until the help key is pressed to the support connection destination. Proposals have been made to provide a desired online support service.

  Moreover, in patent document 2, when a user starts operation of a personal computer body, when an uncertain point occurs, an image signal for inquiring a person in charge of a user support center through a telephone and displaying an image on a user's display If the same image signal is sent to the user support center and the unclear point is resolved, the usage fee for user support is calculated based on the image transfer time, etc., and the corresponding user is calculated based on the telephone number of the telephone. User support systems that perform billing processing have been proposed.

JP 2010-74522 A JP 2002-269249 A

  However, in a store such as a convenience store, the use of a multifunction device is based on self-service operated by the user himself, but the person in charge of the store is asked to operate the multifunction device. The original sales business itself may be disturbed and may cause trouble for other customers.

Further, as in Patent Document 1, in a store that supports user operations online, the burden on the person in charge of the store can be reduced, but the support itself is not charged.
Even if online support is provided, those who use the multifunction device for the first time or senior citizens can directly ask the store staff about the usage without using the online support, or on their behalf. In many cases, the person in charge at the store operated.
As described above, even if the person in charge of the store has the operation performed on its behalf, the service fee is not charged for the operation itself.

Today, as in Patent Document 2, there is a system that charges users for personal computer support, etc., but there is a system that charges for the support. It may be desirable to charge for online support.
However, in a store such as a convenience store, the user who uses the MFP may be an unspecified one-time user. It is desirable to charge before use.
Therefore, the present invention has been made in consideration of the above circumstances, and when a user receives a predetermined support in a multi-function peripheral having a support function, the function that receives the support is executed. It is an object to charge a fee for support before.

  The present invention relates to a communication unit that communicates with a management center device that provides a support function to a user, an input unit, a display unit, a support fee acquisition unit that acquires a support fee transmitted from the management center device, and a predetermined fee. A deposit monitoring unit that monitors whether the user has received a deposit, and a function execution unit that executes a desired function selected by the user, and the user uses the input unit to start a support function. When the communication unit transmits a support connection request to the management center device when a request operation is performed, and then a support fee for providing a predetermined support function is transmitted from the management center device. The support fee acquisition unit acquires the support fee, displays the acquired support fee on the display unit, and the deposit monitoring unit displays the display fee. The function execution unit executes the desired function selected by the user after confirming that the received support fee and the fee necessary for executing the selected desired function have been received. A multifunction device having a support function is provided.

In addition, after transmitting the support connection request to the management center device, the support function consent request transmitted from the management center device and the support content that can be provided are displayed on the display unit, and the user inputs the input When the user agrees to provide the support function and selects and inputs the support content that the user wants to receive, the communication unit sends the agreement and the selected support content to the management center device. After the transmission, a support function is provided to the user based on the selected support content between the management center apparatus and the multifunction peripheral.
According to this, the support function is provided based on the support content selected by the user after the user's consent, so if the user thinks it is necessary to receive support at his / her own will. , Get the support you want.

In addition, an operation history generation unit that generates a history of input operations performed by the user using the input unit, and the operation generated by the operation history generation unit when the support content desired by the user is selected. The history and the current operation status of the multifunction machine are transmitted to the management center apparatus.
According to this, since the operation history and the current operation status of the multifunction peripheral are transmitted to the management center device, the person in charge (operator) who uses the management center device refers to the operation history etc. for user support. And provide appropriate support to the user.

  In addition, after the support function is provided between the management center device and the multifunction peripheral, the support fee acquisition unit acquires a fixed support fee transmitted from the management center device.

Further, when the support content transmitted from the management center device includes a support fee, the support fee is displayed on the display unit, and the user agrees to provide a support function using the input unit. And after the payment monitoring unit confirms that the user has paid the displayed support fee, a support function is provided to the user between the management center device and the MFP. To do.
According to this, since the support function is provided after confirming that the user has paid the support fee, the user fully considers whether to receive paid support before providing the support function. In addition, it is possible to increase the possibility of making an effort for the user to know the operation method and the like. As a result, when the MFP is installed in the store, the user is in charge of the store. By reducing the number of inquiries, the burden on the person in charge at the store can be reduced.

  In addition, when the user confirms the support fee displayed on the display unit and then performs an input operation indicating that the support function is to be stopped using the input unit, the provision of the support function is stopped. Features.

Further, the support function provided between the management center device and the multifunction peripheral is at least one of support means including voice, video, remote operation from the management center device, and a moving image explaining an operation procedure. It is performed using one or more support providing means.
According to this, when the user receives support, any one of a plurality of support providing means such as voice can be used, so that appropriate and effective support for the user can be received.

Further, in a state where a support function is provided between the management center apparatus and the multifunction peripheral using any of the support providing means, a user uses the input unit to support the support providing means. When an input operation is performed to change to a different support providing means, the support function is provided using the changed support providing means.
According to this, since the user can change the support providing means, for example, even when the support currently received is not sufficient, it is possible to receive more effective support for the user.

Further, the support fee transmitted from the management center device is a fee set in advance corresponding to the content of the provided support function.
In addition, the support fee transmitted from the management center device is determined based on the content of the support function actually provided between the management center device and the multifunction peripheral, and is reduced from a preset fee. Or the user may not be charged a support fee.

In addition, the input unit includes a help key for performing the support request operation, and transmits the support connection request to the management center apparatus when the help key is depressed.
The apparatus further includes a headset having an audio input unit and an audio output unit, and when the input unit performs an input operation indicating that the headset is used, the support connection request is sent to the management center device. It is characterized by transmitting.

  According to the present invention, after the support fee and the fee necessary for executing the desired function are deposited, the desired function is executed. Therefore, when the user actually uses the multifunction device, the support fee is charged. Can be settled. In addition, since a support function using the management center device is provided, it is possible to reduce the inquiries and operation requests to the person in charge at the store where the multifunction peripheral is installed, thereby reducing the burden on the person in charge.

1 is a block diagram showing a configuration of an embodiment of a multifunction machine according to the present invention. FIG. 6 is a sequence diagram of processing performed between the multifunction peripheral and the management center apparatus in an embodiment of the support function of the present invention. FIG. 6 is a sequence diagram of processing performed between the multifunction peripheral and the management center apparatus in an embodiment of the support function of the present invention. FIG. 6 is a sequence diagram of processing performed between the multifunction peripheral and the management center apparatus in an embodiment of the support function of the present invention. FIG. 6 is a sequence diagram of processing performed between the multifunction peripheral and the management center apparatus in an embodiment of the support function of the present invention. FIG. 6 is a sequence diagram of processing performed between the multifunction peripheral and the management center apparatus in an embodiment of the support function of the present invention. FIG. 6 is a sequence diagram of processing performed between the multifunction peripheral and the management center apparatus in an embodiment of the support function of the present invention. It is explanatory drawing of one Example of the operation screen displayed on the multifunctional device of this invention. It is explanatory drawing of embodiment of the support function of this invention.

Hereinafter, embodiments of the present invention will be described with reference to the drawings. In addition, this invention is not limited by description of the following examples.
<Configuration of MFP>
FIG. 1 is a block diagram showing a configuration of an embodiment of a multifunction machine according to the present invention.
The multi-function peripheral (hereinafter also referred to as MFP) according to the present invention is installed in, for example, a convenience store and performs a copy function, a facsimile function, a scanner function, an image input function, etc., as in a conventional MFP. It is a device that can.
In FIG. 1, an MFP 1 mainly includes a control unit 21, an input unit 22, a display unit 23, a printing unit 24, an audio input unit (microphone) 25, an audio output unit (speaker) 26, an imaging unit (camera) 27, and a function execution. Unit 28, communication unit 29, operation history generation unit 30, support fee acquisition unit 31, payment monitoring unit 32, and storage unit 40.

In FIG. 1, a control unit 21 is a part that executes various functions of the MFP 1 of the present invention, and is mainly realized by a microcomputer including a CPU, a ROM, a RAM, an I / O interface, a timer, and the like.
Further, the CPU organically operates various hardware based on a program stored in a ROM or the like, thereby executing an original function (copy function or the like) of the MFP of the present invention or a user support function.

The input unit 22 is a part where a user who uses the MFP inputs information and selects a function, and a keyboard, a touch panel, or the like is used.
The display unit 23 is a part that displays information necessary for executing the functions of the MFP, a function selection screen, and the like, and a CRT, LCD, organic EL display, or the like is used.
When a touch panel is used, the input unit 22 and the display unit 23 are arranged so as to overlap each other or are integrally formed.
In the present invention, in particular, in order to receive support from the operator of the management center, the input unit 22 is provided with a help key (support activation key) for performing a support request operation, and if the user depresses the help key, a support function is provided. To start. When the help key is pressed, a support connection request is transmitted to the management center device SV2. When the support function is started, it may be displayed on the display unit 23 that a chargeable or free operation explanation can be received.
Further, when receiving support using a videophone, the display unit 23 displays an image of the operator's own facial expression, operation details explained by the operator, and the like.

The printing unit 24 is a part that prints a copied image, a scanned image, or the like on paper, and corresponds to a so-called printer.
In addition to a copy of a manuscript prepared by the user, support information (such as operation explanation information) or a receipt useful for the user when receiving support may be printed on a predetermined sheet.
The voice input unit 25 is a part that inputs a user's voice and corresponds to a so-called microphone. For example, when a user receives support, a microphone is used when the user inputs contents or questions to be supported by voice.
The voice output unit 26 is a part that outputs the operator's own voice or the synthesized voice of the automatic guidance, and corresponds to a so-called speaker.
For example, the contents to be operated next by the user are output as synthesized speech, or when the support is received, the operator's speech explaining the operation is output.
In addition, a so-called headset may be provided as a device having both functions of a microphone and a speaker for inputting and outputting audio. Similarly to the case where the help key is depressed, even when an input operation indicating that the headset is used is performed by the input unit 22, a support connection request is sent to the management center device in order to start the support function. Send to SV2.

The imaging unit 27 is a part that captures an image of the user's facial expression and operation status, and corresponds to a camera.
The camera 27 is mainly used to send video on the MFP side to the management center when the user receives support using a videophone.
The function execution unit 28 is a part that executes a desired function selected by the user, and is a part that mainly executes functions inherent to the MFP such as a copy function and a facsimile function, and a support function for the user of the present invention.
As described later, the support function includes display of a predetermined explanation screen, audio input / output, video input by a camera, remote operation from a management center device, and a support providing unit including a video explaining an operation procedure, etc. It is executed by using at least one or more support providing means.

The communication unit 29 is a part that communicates with the management center device (hereinafter also referred to as SV) 2 via the network 10, and multimedia information used for support, such as voice, video, data, and the like, is stored in the MFP 1 and SV2. Sent and received between.
As the network 10, for example, a public wide area network (WAN) such as the Internet is used, and a wired or wireless communication method may be used.
Further, when the MFP 1 and the SV 2 are installed on the same premises, a LAN may be used as the network 10.
The management center device SV2 is a device that provides a support function to the user. The management center device SV2 is installed in the management center, and is connected to the MFP 1 by receiving a support connection request from the MFP 1. While interacting with the user who uses the MFP 1 using voice or the like, the user is advised of an operation method or the like.

The operation history generation unit 30 is a part that monitors input operations performed on the MFP 1 by the user using the input unit 22, generates operation contents for each operation order, and stores them in the storage unit 40.
For example, when a user performs a series of input operations such as selection of a copy function, selection of a black and white copy, selection of printing paper (A4, etc.), and input of a help key, the user enters the help key. The input operation contents of the three selections are stored in the storage unit 40 as the operation history 41 in this input order.
After the help key is pressed, as will be described later, for example, when the user inputs permission to receive paid support, the operation history 41 is used as a reference material for support performed by the operator. Sent to SV2.

The support fee acquisition unit 31 is a part that acquires a fee for the support when the user actually receives paid support by the operator, and acquires the support fee transmitted from the SV 2 to the MFP 1.
As will be described later, when the user performs a support request operation for starting the support function using the input unit 22, the communication unit 29 transmits a support connection request to the SV2, and then the SV2 performs a predetermined support. When the support fee for providing the function is transmitted, the support fee acquisition unit 31 acquires the support fee.
Further, as shown in FIG. 6 described later, the support fee acquisition unit 31 acquires a confirmed service fee transmitted from the SV 2 after the support function is actually provided between the SV 2 and the MFP 1.
The acquired support fee is temporarily stored in the storage unit 40 and displayed on the display unit 23. The user is informed of the cost for the paid support, and the predetermined fee input device deposits the fee.

The deposit monitoring unit 32 is a part that monitors whether a predetermined fee has been deposited. The deposit monitoring unit 32 is configured to monitor the bill input device with a bill corresponding to the acquired support fee or a fee necessary for executing the original function of the MFP. This is the part that confirms that the coin has been deposited.
After the deposit monitoring unit 32 confirms that the displayed support fee and the fee required to execute the selected desired function have been deposited by the user, the function execution unit 28 selects the user. Perform the desired function.
The same functions as those used in a conventional MFP installed in a convenience store or the like can be used for the functions of the charge input device and the deposit monitoring unit 32.

Further, the amount of money received is temporarily stored in the storage unit 40 as the money receiving information 44, and after the execution of the function desired by the user is completed, the amount actually used is settled, and a change that is the difference from the money receiving information. If there is, refund processing is executed.
In the present invention, when an original function of the MFP such as a copy function is executed, not only the fee required for executing the function (hereinafter referred to as MFP fee) is charged, but also the user provides paid support. If received, the support fee for the paid support is also paid. The support fee may be received after the paid support is actually received and the support fee is fixed. However, after the user agrees to provide the support function, the support fee may be charged before the support function is actually provided.

Therefore, for example, when the user tries to make a copy of two originals using the copy function, the operation of the MFP is unknown, and when the user receives paid support, the two originals are copied. Before actual copying, the MFP fee (for example, 20 yen) corresponding to the fee required for copying two originals and the support fee (for example, 100 yen) corresponding to paid support The total amount (120 yen) is received by the user.
After the receipt monitoring unit 32 confirms that the total amount has been deposited, the function execution unit 28 can execute the copy function, and the user can perform an operation of copying two desired originals. it can.

The storage unit 40 stores information and programs necessary for executing various functions of the present invention, a semiconductor storage element such as ROM, RAM, flash memory, a storage device such as HDD, SSD, CD, A storage medium such as a DVD is used.
The storage unit 40 mainly stores an operation history 41, guide information 42, a support fee 43, payment information 44, and the like.

As described above, the operation history 41 is information that stores operations performed by the user who wants to receive support until the help key is input after starting to use the MFP 1 in the order of the operations.
The use of the MFP is started when, for example, a predetermined input operation is performed using the input unit 22 in a state where the initial screen is displayed or a touch panel is provided. Can be detected by touching the touch panel.
The operation history 41 is transmitted from the MFP 1 to the SV 2 when the user permits to receive paid support. In SV2, for example, the received operation history 41 is displayed, and the operator confirms the operation history.
In addition, the operator can confirm what operation the user has performed or how far the correct operation has been performed by checking the operation history, and what operation is incorrect and what It can be estimated whether the operation is unknown, and can be used as a reference when supporting the user.

The guide information 42 corresponds to an operation description notified to the user, and includes information stored in advance in the MFP 1 and information transmitted from the SV 2 to the MFP 1 when support is executed.
The information stored in advance in the MFP 1 includes, for example, information for informing the user of the input items that can be operated next and the operation method, and the operation contents that are easy to be mistaken by the user. It shall be provided to the user by voice or display at any time, free of charge, regardless of support.
On the other hand, information (referred to as support information) transmitted from the SV 2 at the time of support is information (FAQ data, operation video, etc.) that is considered to be effective to provide to the user when the operator supports the user. Separately from the voice, for example, it is provided in the form of sentences, drawings, still images, moving images, and the like.

The support fee 43 is a fee to be paid for paid support provided by the operator, and corresponds to, for example, the contents of the provided support function, the support providing means, the time taken for support, the difficulty level of support, etc. The charge is set in advance.
Further, the support fee is different from the fee to be paid for the original function provided by the MFP such as a copy function (MFP fee), and the function is executed before executing the function inquired to the operator by the user. In addition to the MFP fee, a support fee is also paid.

The support fee may be stored in advance in the storage unit 40 according to the support content or the like, but may not be determined unless the support is actually performed. Shall be sent to
Further, the support fee transmitted from the SV 2 is determined based on the content of the support function actually provided between the SV 2 and the MFP 1 and may be reduced from a preset fee. There may be cases where the support fee is not charged to the user.

Further, after the user actually receives paid support, a fixed amount of support fee (fixed fee) is transmitted from the SV 2 to the MFP 1. As a material for determining whether the user receives paid support, When the user confirms the contents of the paid support after pressing down the help key, a rough support fee is also sent from the SV 2 to the MFP 1, and if the paid support is received, the approximate support fee that must be paid It is preferable to inform the user of the amount of money (estimated fee).
The deposit information 44 is an amount actually deposited by the user, and the deposit amount is counted by the deposit monitoring unit 32 and stored in the storage unit 40.

<Description of supported functions in MFP>
(First embodiment)
An example of a support function performed between a user who operates the MFP 1 and an operator (support person in charge) who operates the management center apparatus SV2 will be described with reference to FIGS.
FIG. 2 shows an initial sequence diagram (SQ01) for a series of processing of support functions performed between MFP 1 and SV2, including the user and the operator.
In FIG. 2, it is assumed that the MFP 1 displays an initial screen on the display unit 23 in step b1. For example, a text such as “Please come and touch the touch panel” is displayed on the initial screen.

In step a1, it is assumed that the user makes an input to the initial screen while the initial screen is displayed on the MFP 1. For example, it is assumed that an input operation touching the touch panel is performed.
In step b2, if the control unit 21 of the MFP detects that there is any input, a composite function selection screen is displayed on the display unit 23 in step b3.
For example, when the MFP 1 includes a touch panel, a screen as shown in FIG. 8A is displayed. As a result, one of the functions provided in the MFP can be selected.
In FIG. 8A, one of the six functions such as copy and fax can be selected. However, a display area called “help” is provided in a part of this screen so that the execution of the support function can also be selected. ing.
In the state where the screen of FIG. 8A is displayed, when a touch input is made to the “help” display area, the “help key” in step a3 is input.

On the other hand, in the state where the screen of FIG. 8A is displayed, it is assumed that an input for selecting any function of the MFP is made in step a2.
In step b4, when recognizing which function is selected and input, the control unit 21 displays an operation screen prepared in advance for the selected function in step b5.
For example, if the copy function is selected and input, an operation screen for the copy function is displayed as shown in FIG.
In FIG. 8B, a “help” display area is provided so that the help key can be input even in this display state.
In step a3, it is assumed that a help key is input or a touch area of “help” is touched on the touch panel in FIG. At this time, if the control unit 21 recognizes that the help key has been input in step b6, the communication unit 29 transmits a support connection request to the SV2 in step b7.

In the management center apparatus SV2, when a support connection request is received in step c1, the support request screen is displayed in step c2, or the support request from the MFP is resident in the management center using voice or the like. To the operator (support staff).
In step d1, the operator 4 confirms that there is a support request by the above display or the like.
When responding to the support request, in step d2, the operator inputs a “help response key” indicating that the support request is responded.
When SV2 confirms that the “help response key” has been input in step c3, it transmits a help acceptance permission request to MFP1 in step c4.

When the MFP 1 receives the help acceptance permission request in step b8, the help function confirmation screen showing the contents of the help function is displayed in step b9.
In the help function confirmation screen, for example, there is a list of supported functions, and there is chargeable support. When paying support, it is displayed that the desired function can be used after paying the support fee. Display that you are requested to enter whether or not you can agree to the support details.
Alternatively, along with the display of the confirmation screen, the support content may be notified to the user using voice, and it may be requested to input the consent confirmation.

In step a4, when the user 3 sees the confirmation screen and agrees to receive support, in step a5, the user 3 inputs a help activation agreement confirmation indicating that the user agrees.
In step b10, when the control unit 21 detects this input, a help activation agreement confirmation is transmitted to SV2 in step b11.
In step c5, when SV2 receives the help activation agreement confirmation, in step c6, a support agreement screen is displayed indicating that the user has agreed to receive support. Alternatively, the operator is notified by voice that the user has agreed.

In step d3, when the operator confirms the support agreement screen, in step d4, the operator inputs a key requesting to display the support content.
In step c7, when the SV2 confirms that the operator has input the above key, in step c8, the SV2 is a guideline for the support content that can be provided to the user, the charge-free distinction, and the support fee. A support content display request including the amount (estimated fee) is transmitted to the MFP 1.
When the MFP 1 receives a support content display request in step b12, the support content that can be provided included in the request is displayed on the display unit 23 in step b13.
In step a6, the user confirms the displayed support content.
Thereafter, the processing shown in the sequence diagram of FIG. 4 or FIG. 5 described later is executed.

FIG. 3 shows a sequence diagram (SQ02) when the user stops receiving support on the way.
FIG. 3 shows a case where, in step a4, the user inputs a help stop input meaning that he / she stops receiving support while confirming the help function confirmation screen.
The processing contents of steps a1 to a4, steps b1 to b9, steps c1 to c4, and steps d1 and d2 in FIG. 3 are the same as those in FIG.
In step a11 in FIG. 3, it is assumed that the user inputs help cancellation. For help cancel input, a dedicated key for canceling support is input, or in the case of a touch panel, touch display may be performed on the display area of “help cancel”.

In step b21, when the control unit 21 of the MFP detects that there has been a help cancel input, in step b22, a help activation stop is transmitted to SV2.
When SV2 receives the help activation cancellation in step c11, the support cancellation screen is displayed in step c12.
When the operator confirms the support cancellation screen at step d11, a support cancellation response key indicating that the support cancellation request has been received is input at step d12.
In step c13, when the SV 2 confirms that the support cancellation response key has been input, the SV 2 transmits a support cancellation response to the MFP 1 in step c14.

In step b23, when the MFP 1 receives the support stop response, the MFP 1 deletes the support content displayed on the display unit 23 in step b24. Or you may display the message which shows having stopped support by the instruction | indication from a user.
In step a12, the user 3 confirms that the support has been canceled by erasing the display or by viewing the display of the support cancellation message.
Since the support has been canceled, the user 3 may perform a desired function by performing a predetermined input operation on the MFP 1 without receiving support.
In addition, when the user wants to receive support while performing the input operation himself / herself in order to execute a desired function, the user inputs a help key and starts from step a3 described above. A series of processing may be performed.

Further, in step a6 in FIG. 2, when the user confirms the support content displayed on the display unit 23 and then performs an input operation indicating that the support function is to be stopped using the input unit 22, the support function is displayed. You may make it cancel provision.
For example, if the displayed support content includes a support fee (estimated fee), the user performed an input operation to stop the support function because he / she wanted to stop receiving support because the estimated fee was high. In this case, the provision of the support function may be stopped and the support fee may not be charged.

FIG. 4 shows a sequence diagram (SQ03) following FIG. 2 described above.
In step a6 of FIG. 4, when the user confirms the displayed support content and wants to receive paid support, in step a21, the user 3 makes a selection input indicating that paid support is received. When there are a plurality of types of paid support, the user selects and inputs the support content that the user wants to receive from among the paid support.
Although not shown, after the user inputs the help key, the history information (operation history 41) of the input operation performed by the user up to step a21 is generated by the operation history generation unit 30 and stored in the storage unit 40. ing.

In step b31, when the control unit 21 of the MFP detects that the selection input has been made, in step b32, permission to receive paid support or the selected support content is transmitted to SV2.
In step c21, when SV2 receives the paid support permission selection, in step c22, a screen indicating that the user is permitted to receive paid support is displayed.
The support content selected by the user is also displayed. For example, when support by videophone is selected, it is displayed that support by videophone is requested.
In step d21, when the operator 4 confirms the support permission screen, the operator 4 prepares to execute paid support. For example, a microphone, a speaker, and a camera provided in SV2 are activated.

In step b <b> 33, the control unit 21 of the MFP 1 transmits the operation history 41 generated by the operation history generation unit 30 and information including the current operation status of the MFP 1 to the SV 2.
In step c23, when SV2 receives the information, in step c24, the received operation history and the like are displayed.
In step d22, the operator 4 confirms the displayed operation history and the like, and grasps the current state of the MFP and the contents of the operation performed up to now after the user inputs the help key. The displayed contents serve as a judgment material for the operator to decide what explanation should be given to the user as permitted paid support.
In step d23, the operator 4 performs key input for starting the support service. As a result, the SV 2 is ready to support using the requested support providing means.
In addition, when the support providing means is not designated by the user, the operator confirms the received operation history, determines which means is used for support, and selects the support providing means. Enter it.
For example, the user selects and inputs support for voice only or videophone support.

In step c25, when the SV 2 confirms that the input has been made, in step c26, the support service communication start notification is transmitted to the MFP 1. This notification also includes information about which means is used to provide support. For example, it is notified that support only by voice is provided.
In step b34, when the notification is received, the MFP 1 sets a state in which bidirectional communication such as data and voice can be performed between the MFP 1 and the SV2.
In step b35, the display unit 23 displays that the support service is started. At this time, in order to grasp what means the user supports, it is preferable to display which means is supported.
For example, it may be displayed whether it is supported only by voice or by videophone using voice and video.
In addition, when a headset is provided to make a voice call, a display requesting the user to wear the headset may be displayed.

In step a22, when the user 3 confirms that the support service is started, since the user and the operator can perform a dialogue using voice or the like, in step a23 and step d24, Guidance for the user is executed while the user and the operator interact with each other.
In step d23, when the operator has already selected the support means, the guidance dialogue processing is executed by the means.
As described above, when the user agrees to provide the support function and the user selects and inputs the support content that he / she wants to receive, the user agrees to the agreement and transmits the selected support content to the SV 2. The support function is provided to the user based on the selected support content.

In addition, when the support providing means is not designated by the user, in principle, guidance dialogue processing using only voice may be executed. Alternatively, the guidance dialogue process may be started by a method with the lowest charge among the paid support.
However, as will be described later, after starting the guidance using a certain support providing means, if the user and the operator interact and consult about the fee, etc., and there is a need to change the support providing means, the support providing means You may process to change.

When performing the guidance dialogue processing as described above, the user asks the operator about the operation method, and the operator gives the user advice on the answer to the question, the operation method, etc. Get information that you want to know, such as how to operate.
This interactive processing is executed using information that can be provided among audio, video, still image, drawing, document, remote operation, and the like based on the selected support providing means.
However, in the state where this interactive processing is being performed, the original MFP functions desired by the user are not actually executed. When the user understands the explanation given by the support and the user can operate it, the user pays the support fee and the fee for executing the desired function (MFP fee) The function can be executed.

In addition, a dialogue between the user and the operator may have started, but the user may want to stop receiving support because he / she is not satisfied with the support content after hearing the support content and fee explanation from the operator. is there. In such a case, the processing after step a24 in FIG. 4 is executed, and support is stopped.
In other words, it is assumed that a user who wishes to cancel support during interactive processing performs a help stop input by depressing a key indicating stop of support (step a24).
In step b36, when the control unit 21 of the MFP detects that the help cancel input has been made, the MFP 1 transmits a help start cancel from the MFP 1 to the SV 2, and executes a support cancel process as shown below.
Steps a24 and a25, steps b36 to b39, steps c27 to c30, steps d25 and d26 in FIG. 4 are respectively steps a11 and a12, steps b21 to b24, steps c11 to c14, steps d11 and d12 shown in FIG. Since it is the same as that, the description is omitted.

In this way, if you stop support, you interact with the operator, but have not yet provided useful information to the user, or if you have not provided enough information to charge a support fee, etc. When the dialogue is started as support, but the operator determines that it is not necessary to pay, the support fee may not be charged even if the support is stopped by the user's intention.
On the other hand, if it is determined that useful information has been provided to the user before the support is stopped, an appropriate support fee may be charged with the user's consent.

FIG. 5 is a sequence diagram (SQ04) in the case where the support providing means used in the guidance is changed in the sequence diagram following FIG.
Here, in the state where the support function is provided between the SV 2 and the MFP 1 using any one of the support providing means such as voice, the user uses the input unit 22 to support different support providing means. This indicates that, when an input operation for changing to the providing means is performed, the support function is provided using the changed support providing means.
In FIG. 5, the process up to the execution of the guidance dialogue process shown in steps a23 and d24 is the same as that in FIG.

It is assumed that the support providing means used for the guidance is decided to be changed under the mutual agreement by the dialogue processing between the user and the operator.
If it is assumed that the user has the authority to change the support providing means, in step a31 in FIG. 5, the user performs an input operation to change the guidance method.
Supporting means include, for example, “voice only”, “videophone using voice and video”, “remote operation by operator”, “provision of operation explanation video”, “provision of text and drawing information such as FAQ”, etc. Is prepared in advance, the user selects and inputs the support providing means he wants to use.
For example, when a guidance using “remote operation by an operator” is desired, an input for selecting “remote operation by an operator” is made.

At this time, the operator notifies the user in advance how the fee for the fee-based support changes by changing the guidance method, and inputs the change of the guidance method after agreeing to the user about the support fee. It is preferable to be careful.
In step b51, when the control unit 21 of the MFP detects the change input, in step b52, a guidance method change request including information on the changed guidance method is transmitted to the SV2.
In step c41, when the SV2 receives the request, in step c42, the SV2 displays that there is a guidance method change request. Here, the support means after the change is also displayed.
In step d31, the operator confirms the displayed information, and then inputs an instruction to change the guidance method in step d32.
For example, when changing to support using a videophone, an input operation is performed to switch to support using a videophone.
In addition, when the support fee is changed due to the support change, information on the changed fee may be input.

In step c43, when the SV 2 detects that the guidance method change instruction is input, the guidance method is changed to be the support providing means indicated by the instruction input.
For example, in the case of changing to support using a videophone when supporting only audio, in addition to calling by voice, the camera provided in SV2 and MFP1 is activated, and the video taken by the camera Can be transmitted and received between MFP1 and SV2.
In step c44, information indicating that the change of the guidance method is permitted is transmitted from SV2 to MFP1. Here, information regarding the support fee after the change may be transmitted.
If the MFP 1 receives the change permission in step b53, the support content after the change is displayed in step b54. If there is a change in the support fee, it is also preferable to display the fee.
The MFP 1 also changes the support providing means so that the changed guidance method can be used with the SV 2.

In step a32, after the user 3 confirms the displayed support content after the change, the guidance 3 is executed again.
That is, in steps a33 and d33, the user and the operator execute guidance dialogue processing by the changed guidance method.
Thus, even if guidance is already being executed using a predetermined support means, the user can provide more effective support by changing to an appropriate support means based on the agreement between the user and the operator. Can receive.
The change of the guidance method shown in FIG. 5 shows the case where the user-driven change input operation is performed, but the operator performs an input operation to change the guidance method with the agreement of the user and the operator. Also good.

FIG. 6 shows a sequence diagram (SQ05) when the guidance is terminated when the guidance dialogue processing (steps a23 and d24) shown in FIGS. 4 and 5 is executed.
In FIG. 6, it is assumed that the guidance dialogue process shown in steps a23 and d24 has been executed.
In this state, it is assumed that advice such as an operation method is given from the operator, and the user can understand the contents and execute a desired function by himself / herself.
In this case, as shown below, the user can execute a desired function after finishing the guidance and depositing a predetermined support fee or the like.
In step a51, it is assumed that the user 3 has made an input requesting the end of guidance.
When the control unit 21 of the MFP confirms that this input has been made in step b61, a guidance end request is transmitted to SV2 in step b62.
In step c51, when SV2 receives the guidance end request, in step c52, the guidance end request screen indicating that the user has requested the end of the guidance is displayed.

In step d51, when the operator 4 confirms the displayed guidance end request screen, in step d52, the operator 4 inputs to respond to the guidance end request.
At this time, the operator may input a support fee to be charged to the user when valid information is provided by paid support.
Alternatively, when the support fee (estimated fee) shown to the user when starting the paid support is applied as it is, it is not necessary to newly input the support fee.

In addition, the user interacted with the user for paid support, but the operator was unable to give advice equivalent to the paid support that was initially planned, and determined that the support was not sufficient or that there was no need to get a support fee. In such a case, the support fee may be entered free of charge. Alternatively, an input for reducing the support fee may be made.
When the support fee is reduced or reduced, for example, the user tries to execute a desired function, but it cannot be executed due to some malfunction of the MFP body. The case where it understands by the interaction of a user and an operator is included.
When the support fee is input, the support fee is fixed to the input fee.
On the other hand, if it is not entered, it is fixed to the fee initially shown to the user.

Further, when the operator can determine the amount of money to be paid by the user for the original function of the MFP that the user was trying to execute in the interactive process with the user, the operator must pay the fee necessary for executing the original function of the MFP. (MFP fee) may be entered.
When the operator inputs the MFP fee, the MFP fee is sent to the MFP 1 together with the determined support fee as will be described later.

In step c53, when SV2 detects that a guidance end response has been input, in step c54, a response to the end request is transmitted to MFP 1, and the determined support fee is transmitted to MFP 1. As described above, when the MFP fee is input, the MFP fee is also transmitted to the MFP 1.
In step d63, when the MFP 1 receives the end response and the support fee, the support fee acquisition unit 31 acquires the confirmed support fee, and displays the acquired support fee in step b64.
If it is necessary to request payment for the function selected by the user in step a2, a fee (MFP fee) required to execute the selected function is also displayed.

When the user 3 confirms the displayed support fee or the like in step a52, in order to execute a desired function in step S53, the user 3 pays at least a fee corresponding to the displayed amount to the fee input device. In
In step b65, the deposit monitoring unit 32 monitors the amount of money inserted, and confirms that an amount of money equal to or greater than a predetermined fee including the support fee has been entered.

In step b66, after confirming that a predetermined fee including the support fee has been received, a guidance completion notification indicating that the guidance is completed is transmitted to SV2.
In step a54, after depositing a predetermined fee, the user 3 performs an input operation for starting a desired selection function.
When the control unit 21 of the MFP detects the function start input in step b67, the input selection function is activated in step b68.
Thereafter, in step a55, the user actually performs an input operation based on the supported operation method or the like to execute the MFP function selected by the user.

In step c55, when the SV 2 receives the guidance completion notification, the guidance completion notification is displayed in step c56.
When the operator 4 confirms the displayed completion notification in step d53, the operator 4 inputs a guidance result report in step d54.
Here, the guidance result report includes the content of the guidance performed by the operator, the voice of dialogue with the user, the support date and time, the time required for the guidance, the requested support fee, the difficulty level of the support performed by the operator, and the like.
In step c57, when SV2 confirms that the guidance result report has been input, in step c58, the input guidance result report is stored in the memory in the SV.
This guidance result report will be used to improve the efficiency of future support services.

(Second embodiment)
FIG. 7 shows a sequence diagram (SQ01-2) of another embodiment when the support function of the present invention is started.
FIG. 7 corresponds to FIG. 2, and FIG. 2 illustrates the processing when the user inputs the help key himself to receive support. In FIG. 7, the user uses MFP 1. Next, a case will be described in which an input operation is performed on the initial screen, but the user has not performed any key input even after a certain period of time since the user does not know what to do.
In FIG. 7, the processing up to the initial screen display in step b1, the input operation on the initial screen by the user in step a1, and the display of the composite function selection screen in step b3 are the same as in FIG.

In step b3, it is assumed that the composite function selection screen as shown in FIG. 8A is displayed. However, as shown in step a90, the user does not perform any key input after that.
In the MFP 1, after displaying the screen of step b3, the timer is started and the elapsed time after the display is counted. Thereafter, it is checked whether or not a certain time (for example, 10 seconds) elapses without any key input.
In step b91, it is assumed that no key input is continued and the control unit 21 detects that the predetermined time or more has elapsed.
In step b92, the MFP 1 transmits to the SV 2 information indicating that no user input has continued (no user input).

In step c91, when the SV 2 receives no user input state, in step c92, an input no state notification screen is displayed indicating that the user who is trying to operate the MFP may be in trouble.
In step d91, when the operator confirms the above display, the operator recognizes that it is necessary to provide some support to the user, and the operator inputs a help response key as in step d2 of FIG.
Thereafter, as shown in FIG. 2, when SV2 detects the input of the help response key in step c3, a help reception permission consent request is transmitted to MFP 1 in step c4.
When the MFP 1 receives the help acceptance permission request in step b8, a help function confirmation screen is displayed on the display unit 23 of the MFP 1 in step b9.

In step a4, the user 3 confirms the displayed content of the displayed help function confirmation screen. As a result, the user can know that the operator can receive free or paid support such as advice on the operation method.
Thereafter, as shown in FIG. 2, the user can receive a predetermined support by executing a series of processes shown in step a5 and the subsequent steps.
Subsequent processing only needs to execute processing similar to that shown in FIGS. Thus, when the input operation by the user has not been performed for a certain time or longer, the support function can be started based on the input operation from the operator.

<Embodiment of support function>
FIG. 9 is an explanatory diagram of some embodiments of the support function executed in the present invention.
FIG. 9 shows four embodiments. However, the present invention is not limited to these support functions, and other support providing means may be used, and the support shown in the four embodiments may be combined and implemented. Also good.
In addition, which support is to be received among the four embodiments may be determined by a dialog between the user and the operator or by a user's selection input operation before starting the support.
Further, as shown in FIG. 5, even if the guidance is already being executed in any of the four embodiments, the guidance may be changed to be performed in a different embodiment.

(Embodiment 1)
FIG. 9A shows an explanatory diagram of the support function when performing voice guidance.
In this embodiment, the MFP 1 installed in a store 11 and the device SV2 installed in the management center 12 are connected via a network, and a headset 13 including a microphone and a speaker is used to connect the user 3 This is a form in which the user receives guidance from the operator while interacting with the operator 4 using voice.
The user listens to the operation method from the operator while viewing the screen displayed on the display unit 23 of the MFP 1, and informs the user of information such as a fee for pay support by voice.
However, during guidance execution, information important for providing guidance, such as a support fee, may be transmitted as data as well as voice and displayed on the display unit 23 of the MFP in order to reliably notify the user. Good.
In addition, important information may be printed on a sheet by the printing unit 24.

(Embodiment 2)
FIG. 9B is an explanatory diagram of a support function when performing guidance by videophone using voice and images.
In this embodiment, a user 3 and an operator 4 use a headset and a microphone 13 and a display of a camera and a display unit to perform guidance while interacting with each other using sound and a moving image. It is.
In this case, the user can receive more easy-to-understand guidance from the operator while confirming the actual operation method and the like with the moving image transmitted from SV2.
In addition, important information such as a support fee may be transmitted as data and displayed on the display unit 23 of the MFP, or may be printed using the printing unit 24.

(Embodiment 3)
FIG. 9C is an explanatory diagram of a support function when performing guidance using voice and a remote operation of the operator.
In this embodiment, the operator 4 performs an operation to be performed by the user in the SV 2, transmits the operation content to the MFP 1 as it is, and displays the operation performed by the operator on the display screen of the MFP 1 using a cursor or the like. This is a form for performing guidance.
In this case, the operator performs an operation procedure to be actually performed by using the voice and the display screen of the MFP by remotely operating the MFP 1 from the SV 2 at a location different from the store. Therefore, the user can receive a more easily understood instruction, and can perform a desired function by operating in the same procedure as the received instruction after the guidance is completed.

(Embodiment 4)
FIG. 9D shows a support function when the user requests information necessary for the SV 2 using data communication between the MFP and the SV, and transmits information corresponding to the request to the MFP 1 to provide guidance. An explanatory diagram is shown.
For example, when the user wants to view FAQ (Frequently Asked Questions) data, the MFP 1 transmits a support request for viewing the FAQ data to the SV 2 by performing voice input or performing a predetermined operation. After confirming this support request, the SV operator 4 transmits the requested FAQ data to the MFP 1.
In the MFP 1, the user can confirm the contents of the FAQ data by displaying the transmitted FAQ data on the display unit 23 or printing it by the printing unit 24.

Alternatively, when the user wants to view a moving image (operation moving image) explaining the operation content and procedure, a support request for viewing the operation moving image may be transmitted to SV2.
In this case, if the requested operation moving image is prepared in advance in the SV 2, the operation moving image is transmitted to the MFP 1.
In the MFP 1, the user can confirm the desired operation content and the like by displaying the transmitted operation moving image on the display unit 23.
Even in this form, in order to provide a more easily understandable support, it is preferable to simultaneously use voice interaction between the user and the operator.
However, the support request, the FAQ data, and the operation video can be transmitted only by data communication without using voice.
When only data communication is performed, support can be provided without the operator 4 being involved, and the burden on the user can be reduced by reducing the burden on the operator and reducing the support fee. .

(Other embodiments)
In the above embodiment, after asking the user for consent to receive paid support, as shown in FIG. 6, after the guidance is completed, the support fee is confirmed, and the confirmed support fee is notified to the user. , Requesting a support fee before executing the desired function.
In this case, the user can collectively input a support fee and a fee (MFP fee) necessary for executing a desired function.

However, the timing for receiving the support fee is not limited to this, and a prepaid method in which the support fee is paid in advance may be adopted.
For example, when a support fee is included in the support content transmitted from SV2, the support fee is displayed on the display unit 23, and after the user inputs using the input unit 22 to agree to the support function, You may make it request | require payment of the support fee. In this case, after entering the consent, the deposit monitoring unit 32 confirms that the user has deposited the displayed support fee, and then a support function is provided to the user between the SV 2 and the MFP 1.

  In step b9 of FIG. 2, when the help function confirmation display is displayed, if the user agrees to receive paid support, a display requesting that a predetermined amount of support fee be input as an advance payment is made, and the user However, in step a5, when a help activation consent confirmation is input, a support fee may be charged.

Alternatively, in step a6 in FIG. 2, after the user confirms the support content such as the fee for the paid service, the support fee is charged when the user selects and inputs the paid support to be received in step a21 in FIG. You may make it throw in.
In this way, if you are asked to enter a support fee before receiving actual support, after the support is completed and the support fee has been confirmed, calculate the difference from the amount already paid, and enter the difference. You can ask for it or refund the difference as change.

DESCRIPTION OF SYMBOLS 1 MFP (MFP), 2 Management center apparatus (SV), 3 User, 4 Operator, 10 Network, 11 Store, 12 Management center, 13 Headset, 21 Control part, 22 Input part, 23 Display part, 24 Printing part 25 audio input unit (microphone), 26 audio output unit (speaker), 27 imaging unit (camera), 28 function execution unit, 29 communication unit, 30 operation history generation unit, 31 support fee acquisition unit, 32 deposit monitoring unit, 40 storage unit, 41 operation history, 42 guide information, 43 support fee, 44 deposit information

Claims (12)

A communication unit that communicates with a management center device that provides a support function to a user;
An input section, a display section,
A support fee acquisition unit for acquiring a support fee transmitted from the management center device;
A deposit monitoring unit that monitors that a predetermined fee has been deposited;
A function execution unit that executes a desired function selected by the user;
When the user performs a support request operation for starting a support function using the input unit, the communication unit transmits a support connection request to the management center device.
When a support fee for providing a predetermined support function is transmitted from the management center device, the support fee acquisition unit acquires the support fee and displays the acquired support fee on the display unit And
After the deposit monitoring unit confirms that the displayed support fee and the fee necessary to execute the selected desired function have been deposited, the function executing unit selects the desired user selected by the user. A multi-function machine equipped with a support function characterized by executing the above functions. After transmitting the support connection request to the management center device, the support function consent request transmitted from the management center device and the support content that can be provided are displayed on the display unit,
When the user agrees to provide a support function using the input unit, and the user selects and inputs the support content that the user wants to receive, the communication unit determines that the agreement has been made and the selected support content. , After sending to the management center device,
The multifunction device with a support function according to claim 1, wherein a support function is provided to the user based on the selected support content between the management center device and the multifunction device. An operation history generation unit that generates a history of input operations performed by the user using the input unit;
When the support content that the user wants to receive is selected,
The multifunction device having a support function according to claim 2, wherein the operation history generated by the operation history generation unit and the current operation status of the multifunction device are transmitted to the management center device. After the support function is provided between the management center device and the multifunction peripheral,
The multifunction device with a support function according to claim 2, wherein the support fee acquisition unit acquires a fixed support fee transmitted from the management center device. When a support fee is included in the support content transmitted from the management center device,
The support fee is displayed on the display unit, and the user inputs using the input unit to agree to provide a support function,
The support function is provided to the user between the management center device and the multifunction peripheral after the payment monitoring unit confirms that the user has paid the displayed support fee. 2. A multi-function machine having the support function described in 2. After the user confirms the support fee displayed on the display unit,
The multifunction device with a support function according to claim 5, wherein the support function is stopped when an input operation indicating that the support function is to be stopped is performed using the input unit.   The support function provided between the management center apparatus and the multifunction peripheral is at least one of support means including voice, video, remote operation from the management center apparatus, and a moving image explaining an operation procedure. 3. The multi-function device having a support function according to claim 2, wherein the multi-function device is executed using the support providing means. In a state where a support function is provided between the management center device and a multifunction peripheral using any of the support providing means,
When a user performs an input operation to change the support providing means to a different support providing means using the input unit,
8. The multifunction device with a support function according to claim 7, wherein the support function is provided by using the changed support providing means.   9. The support function according to claim 1, wherein the support fee transmitted from the management center device is a fee set in advance corresponding to the content of the provided support function. Multifunction machine. The support fee transmitted from the management center device is
When it is determined based on the content of the support function actually provided between the management center device and the multifunction device, it may be reduced from a preset fee, or the user will not be charged a support fee 10. A multifunction peripheral having a support function according to claim 9, wherein the multifunction peripheral has a support function. The input unit includes a help key for performing the support request operation,
11. The multifunction device with a support function according to claim 1, wherein the support connection request is transmitted to the management center device when the help key is pressed. A headset having an audio input unit and an audio output unit;
When an input operation indicating that the headset is used is performed by the input unit,
11. The multifunction device with a support function according to claim 1, wherein the support connection request is transmitted to the management center device.

Images