JPH04219814A - equipment service system - Google Patents

Abstract

(57) [Summary] This bulletin contains application data before electronic filing, so abstract data is not recorded.

Description

[Detailed description of the invention]

0001

[Field of Industrial Application] The present invention relates to a service system for equipment, and in particular, a service information providing device that provides service information such as operation information and maintenance management information for equipment, and a service information providing device that communicates with the service information providing device to provide service information for equipment. A service auxiliary device that obtains service information and provides provided service information and an operation manual, and a service system for equipment that is comprised of the same.

0002

[Prior Art] Information processing equipment, word processors, etc.
As the functions of communication devices such as A-devices and facsimile mail devices become more sophisticated, the operations become more complex.
In order to fully utilize the functions of a device, detailed knowledge of the device is required. For this reason, devices have traditionally been accompanied by detailed operating manuals, and operators operate the devices while referring to the operating manuals.

However, as the functions of devices become more sophisticated, operation manuals also become more detailed and thick, making it difficult to make full use of the operation manuals. Therefore, in the past, the equipment itself was equipped with a so-called help function, and when the operator became unable to understand how to operate the equipment, by inserting a help key, etc., the meaning of the key and information matching the operator's request were displayed on a display. It is being displayed on the In such conventional help functions, when a help key is pressed, help information created in advance is displayed on a display or the like, regardless of the operating state of the device. However, simply displaying such previously prepared help information on a display does not provide help information appropriate to the operator's skill level or stage of operation.

[0004] Conventionally, for example, Japanese Unexamined Patent Publication No. 61-24
As described in Publication No. 3518, the user's input history information and the output information from the application system are analyzed, help items are narrowed down and displayed as a help item table,
When the user selects several items that he/she wants to know in sequence, help information most suitable for the item that the user wants to know is retrieved and displayed based on the user's selection. This help information is created in advance for each help item that the user may request and is stored in the storage unit, and if there is no help information corresponding to the help item selected by the user, the help item selection will be disabled. Expand the range as appropriate and decide which help information to display. Furthermore, as described in Japanese Patent Application Laid-Open No. 62-262120, when the same operator or operators belonging to the same group perform a certain number of operations, or when the operator determines that certain guidance information is unnecessary, It has been proposed to display only appropriate and necessary guidance information in accordance with the operator's proficiency level by prohibiting the display of this guidance information during the next operation process when an instruction is given. The guidance information in this case is also prepared in advance assuming the proficiency level of the operator, and is appropriately selected from the plurality of guidance information and displayed.

Furthermore, as described in Japanese Unexamined Patent Application Publication No. 63-66623, the user can obtain desired information from data regarding the user's personal data and operation history, and data regarding the installation environment and operation history of the terminal device. A method has been proposed that detects an operating method that allows the user to reach a service that is likely to be available in the shortest time and provides it to the user via a display, thereby providing help information that corresponds to the individual's level of proficiency.

[0006] The help information in this case is also prepared in advance assuming the proficiency level of the user, and is appropriately selected from the plurality of help information and output. Also, conventionally,
As described in Japanese Patent Application No. 1-280821, there is a means for storing a series of operation procedures for each operation of an application program, and a means for storing guide help information for each unit of operation. A means for storing the guide request as a set, a means for identifying the guide request from the user/application program, and a means for identifying the guide request from the user/application program. means for creating a series of operation procedure sequences from to the end of the operation; means for searching the guide help information for messages corresponding to each of the listed series of operation procedure sequences; and means for searching the guide help information retrieved by the said means. A means for synthesizing and displaying is provided, and guide request contents (
Using a state flow table in which the state and state flow of the application program are stored in advance, an operation procedure state string is created from the state at the time of the guide request to the desired processing, and then each of the operation procedure state strings is A method has been proposed that searches for guidance messages for a particular computer, and finally synthesizes them in the same order as the procedure and outputs the results for display. The guide help information in this case is synthesized as a set of guide help messages for each unit of status and operation.
Guide help messages for each unit are not edited freely to match the application program, but are synthesized according to a preset sequence of procedures.

[0007]

Problem to be Solved by the Invention However, such conventional help functions, especially,
Regarding the help functions described in Publication No. 8, Japanese Patent Application Laid-Open No. 62-262120, and Japanese Patent Application Laid-open No. 63-66623, even if they output help information that corresponds to the individual's proficiency level, etc. Help information is created in advance and stored in a storage unit, etc., and the help information is selected and output as appropriate depending on the individual's proficiency level from among these multiple pieces of help information, so it is not possible to adequately respond to a wide range of requests. Not only that, but the more you try to meet a wide range of demands, the more you need a large storage capacity to store help information.
There was a problem that the cost was high.

[0008] Furthermore, the help function described in Japanese Patent Application No. 1-280821 allows users to search for guides on specific operating procedures to perform the desired process from the time they have trouble with the operation. In order to display the guide information, it is synthesized as a set of guide help messages for each unit of status and operation, but the guide information is not synthesized by freely combining help messages for each unit. Even in this conventional example, there is a problem that it does not sufficiently meet a wide range of demands, and that a large-capacity storage unit is required to meet a wide range of demands, resulting in an increase in cost.

[0009]Furthermore, conventional help functions are positioned as supplementary functions to the operation manual attached to the device, and it is assumed that the user has thoroughly read the operation manual to some extent. When a beginner operates the device or loses the operating manual attached to the device, there is a problem that the help function is not sufficient and the device cannot be fully utilized.

[0010] In addition, in order to properly maintain and manage equipment, operators must be familiar with the information necessary for maintenance and management.
It is necessary to request maintenance management from a device service station, order consumables, etc., but conventionally, operators have to carefully read the manuals etc. that come with the equipment to obtain the information necessary for such maintenance management. , had acquired it. However, in order to maintain and manage equipment, appropriate maintenance management information is required for each piece of equipment, and it is important for operators to acquire and manage such maintenance management information for each piece of equipment by carefully reading manuals, etc. is difficult. As a result, there is a problem that not only maintenance work is troublesome, but also maintenance cannot be performed properly. In particular, as the functions of devices become more sophisticated and diversified, their operation methods also become more complex.
Nowadays, the operation manuals that come with devices are becoming thicker and more complex, making it difficult to thoroughly read these operation manuals, master the operating methods, and properly perform maintenance management. There is. Therefore, unlike conventional help functions, there is a need for an improved man-machine interface that allows the user to fully utilize the equipment and properly maintain and manage the equipment without having to read the operation manual attached to the equipment. .

[0011]

[Means for solving the problem] The invention according to claim 1 includes:
A service information providing device that provides service information such as operation information and maintenance management information for a device that realizes multiple functions by combining multiple processing steps executed when a predetermined operation is performed; a service auxiliary device that communicates with the device, requests service information from the service information providing device, and provides the received service information in a predetermined representation form, the device service system comprising: the service information providing device; includes a receiving means for receiving data related to service requests from the service auxiliary device, service information such as the maintenance management information, and explanatory data of operation details for each processing step necessary to realize the functions of the device. The instruction information storage means to store and analyze the data received by the reception means to edit and create service information such as maintenance management information stored in the instruction information storage means into a series of provided service information. An editing control means that edits and creates an operation manual necessary to realize the desired function by combining explanatory data of the operation contents at each processing step necessary to realize the function, and a service provided by the editing control means. a transmitting means for transmitting information and an operation manual to the service auxiliary device; input means for inputting the type of service requested by the service auxiliary device; A service request data storage means for storing service request data, a transmission control means for transmitting the service request data to the service information providing device, and a reception control means for receiving service information and operation manuals transmitted from the service information providing device. , a data storage means for storing received provided service information and an operation manual, and a service information output means for outputting the service information and operation manual stored in the data storage means in a predetermined format at a necessary time, and a service assistant. When the device receives a service request specifying the type of service from the input means, it reads service request data corresponding to the type of service from the service request data storage means and sends it to the service information providing device via the service information output means. When the service information providing device receives the service request data, the editing control means edits the service information such as maintenance management information into provided service information according to the service request data, and edits the service information necessary for realizing the functions of the device. When the operation manual is edited and created and sent to the service auxiliary device, and the service auxiliary device receives the provided service information and operation manual from the service information providing device, the received provided service information and operation manual are stored in the data storage means. Once stored, the service information means outputs the information in a predetermined format, and the invention according to claim 2 provides a method for performing multiple functions by combining a plurality of processing steps executed by performing a predetermined operation. A service information providing device that provides service information such as operation information and maintenance management information for devices that realize a service auxiliary device provided in the form of expression; and a service information providing device configured to receive data regarding a service request from the service auxiliary device; an instruction information storage means for storing service information such as information and explanatory data of the operation contents for each processing step necessary to realize the functions of the above equipment, and various system information necessary for maintenance management that has been entered in advance and system information storage means for storing various system information necessary to realize each function of the equipment, and maintenance management information etc. stored in the instruction information storage means by analyzing the data received by the receiving means. Edit and create service information into a series of provided service information, and edit and create operation manuals by combining the explanation data of the operation contents in each processing step necessary to realize the functions of the equipment, and system information storage. Edit/edit provided service information and operation manuals by incorporating system information stored in the means.
an input means for inputting the type of service requested by the service auxiliary device, comprising an editing control means for creating the information and a transmission means for transmitting the provided service information and operation manual created by the editing control means to the service auxiliary device; means and
A service request data storage means for storing service request data necessary for requesting a service to the service information providing device, a transmission control means for transmitting the service request data to the service information providing device, and a service transmitted from the service providing device. A reception control means for receiving information and operation manuals, a data storage means for storing received service information and operation manuals, and outputting provided service information and operation manuals stored in the data storage means in a predetermined format at necessary times. service information output means; when the service auxiliary device receives a service request specifying a service type from the input means, the service auxiliary device reads service request data corresponding to the service type from the service request data storage means, When the service information providing device receives the service request data, the editing control device incorporates service information such as maintenance management information into system information according to the service request data. to edit the provided service information, or edit and create an operating manual necessary to realize the functions of the device by incorporating the system information, and send it to the service auxiliary device, which then provides it from the service information providing device. The invention according to claim 3 is characterized in that when the service information and operation manual are received, the received provided service information and operation manual are temporarily stored in the data storage means and then outputted in a predetermined format by the service information output means. , Claim 1 or Claim 2, wherein the service information providing device is a facsimile mail device,
The device is a communication terminal connectable to a facsimile mail device, and the communication terminal is equipped with the service auxiliary device as a built-in or external device.

0012

[Operation] The invention as set forth in claim 1 provides a device service system that provides device operation information and maintenance management information that realizes a plurality of functions by combining a plurality of processing steps executed by performing a predetermined operation. a service information providing device that provides service information such as; a service auxiliary device that communicates with the service information providing device to request service information from the service information providing device and provides the received service information in a predetermined representation form; When the service auxiliary device receives a service request specifying the type of service from the input means, the service auxiliary device inputs the service request data from the service request data storage means that stores the service request data necessary for requesting the service to the service information providing device. Service request data corresponding to the type of service specified by the means is read out and transmitted from the service information output means to the service information providing apparatus. When the service information providing device receives the service request data from the service auxiliary device by the receiving means, the editing control means controls the service information such as maintenance management information stored in the instruction information storage means and the functions of the equipment according to the service request data. Edit and create a series of provided service information with explanatory data of the operation contents for each processing step necessary to realize the functions of the device, and explanatory data of the operation contents of each processing step necessary to realize the function of the device. The user edits and creates the operation manual necessary to realize the functions of the device by combining the following, and sends it to the service auxiliary device using the sending means. When the service auxiliary device receives the provided service information and operation manual from the service information providing device, the service auxiliary device temporarily stores the received provided service information and operation manual in the data storage means, and stores the provided service information and operation manual from the data storage means at the necessary time. The manual is read out and output in a predetermined format by the service information output means.

[0013] Therefore, when the operator of the equipment does not know how to operate the equipment or wants to know information on maintenance and management of the equipment, he/she can obtain service information by requesting service from the input means of the service auxiliary device. It is possible to receive the necessary provided service information and operation manual from the providing device, and obtain the received provided service information and operation manual from the service information output means of the service auxiliary device when necessary. As a result, equipment maintenance information and operation manuals can be obtained easily and when needed, improving the man-machine interface and allowing equipment to be properly maintained. You can fully utilize the functions. Also,
The service information providing device edits and creates service information such as maintenance management information stored in the instruction information storage means into a series of provided service information, and
We edit and create the operation manuals necessary to achieve the desired functions by combining the explanatory data of the operations at each processing step necessary to realize the functions of the equipment.
It is possible to reduce the required capacity of the storage unit that stores explanatory data, and it is also possible to provide service information such as maintenance management information and operation manuals that can fully meet the wide range of requests of operators, and even beginners can use the system. Also,
Even without an attached operating manual, the intended equipment can be easily maintained and the functionality of the equipment can be fully realized.

[0014] According to the second aspect of the invention, the equipment service system provides equipment operation information and maintenance management information that realizes multiple functions by combining multiple processing steps executed in response to predetermined operations. a service information providing device that provides service information such as; a service auxiliary device that communicates with the service information providing device to request service information from the service information providing device and provides the received service information in a predetermined representation form; When the service auxiliary device receives a service request specifying the type of service from the input means, the service auxiliary device inputs the service request data from the service request data storage means that stores the service request data necessary for requesting the service to the service information providing device. Service request data corresponding to the type of service specified by the means is read out and transmitted from the service information output means to the service information providing apparatus. When the service information providing device receives the service request data from the service auxiliary device using the receiving means,
The editing control means combines service information such as maintenance management information stored in the instruction information storage means and explanation data of operation contents for each processing step necessary for realizing the functions of the equipment according to the service request data. A series of provided service information and operation manuals are edited and created by incorporating the system information stored in the system information storage means, and transmitted to the service auxiliary device by the transmission means. When the service auxiliary device receives the provided service information and operation manual from the service information providing device, the service auxiliary device temporarily stores the received provided service information and operation manual in the data storage means, and stores the provided service information and operation manual from the data storage means at the necessary time. The manual is read out and output in a predetermined format by the service information output means.

[0015] Therefore, when the operator of the equipment does not know how to operate the equipment or wants to know information on maintenance and management of the equipment, he/she can obtain service information by requesting service from the input means of the service auxiliary device. It is possible to receive the necessary provided service information and operation manual from the providing device, and obtain the received provided service information and operation manual from the service information output means of the service auxiliary device when necessary. As a result, equipment maintenance management information and operation manuals can be obtained easily and when needed, improving the man-machine interface and allowing equipment to be maintained properly. You can fully utilize the functions.

[0016] The service information providing device also edits and edits service information such as maintenance management information stored in the instruction information storage means into a series of provided service information.
At the same time, we edit and edit the operation manual necessary to realize the desired function by combining the explanatory data of the operation details at each processing step necessary to realize the device's function.
Since the system has been created, it is possible to reduce the required capacity of the storage section for storing explanatory data, and to provide service information such as maintenance management information and operation manuals that can sufficiently respond to a wide range of requests from operators. is possible,
Even a beginner can easily maintain the intended equipment without the accompanying operating manual, and the functions of the equipment can be fully realized.

Furthermore, since the provided service information and operation manual are created by incorporating system information, even if the operator forgets or does not know the system information, he or she can know the necessary system information from the provided service information. Moreover, by performing operations according to the operating manual, it is possible to realize the functionality of the device with the desired communication function. As a result, the man-machine interface can be further improved, the equipment can be managed more appropriately, and the functions of the equipment can be more easily and fully utilized.

According to the third aspect of the invention, the service system includes a facsimile mail device as a service information providing device, and a service assistant that requests service information from the service information providing device and provides the received service information in a predetermined representation form. When the service auxiliary device receives a service request specifying the type of service from its input means, the service auxiliary device transmits the necessary information to request the service from the service information providing device. Service request data corresponding to the type of service specified by the input means is read from the service request data storage means for storing the service request data, and is transmitted from the service information output means to the facsimile mail device. When the facsimile mail device receives service request data from the service auxiliary device by the receiving means, the editing control means controls the service information such as the maintenance management information stored in the instruction information storage means and the facsimile mail device. Edit and create a series of provided service information and operation manuals by combining explanatory data of the operation contents for each processing step necessary to realize the function, or by incorporating system information stored in the system information storage means, and send it. to the service auxiliary device by the means. When the service auxiliary device receives the provided service information and operation manual from the facsimile mail device, the service auxiliary device temporarily stores the received provided service information and operation manual in the data storage means, and stores the provided service information and the operation manual from the data storage means at the necessary time. is read out and output in a predetermined format by the service information output means. Therefore, when the communication terminal operator does not know how to operate the communication terminal or wants to know information on maintenance and management of the communication terminal, the operator of the communication terminal can send a facsimile e-mail by requesting service from the input means of the service auxiliary device. It is possible to receive the necessary provided service information and operation manual from the device, and obtain the received provided service information and operation manual from the service information output means of the service auxiliary device when necessary. As a result, equipment maintenance information and operation manuals can be obtained easily and when needed, improving the man-machine interface and allowing equipment to be properly maintained. You can fully utilize the functions.

[0019] Furthermore, in the facsimile mail device,
In addition to editing and creating service information such as maintenance management information stored in the instruction information storage means into a series of provided service information, each processing step necessary to realize the functions of facsimile mail devices and communication terminals is Since we edit and create the operation manual necessary to realize the desired function by combining the explanatory data of the operation contents, it is possible to reduce the required capacity of the storage unit that stores the explanatory data, and also to meet the wide range of operator demands. It is possible to provide service information such as maintenance management information and operation manuals that can fully handle the situation, making it easy for even beginners to maintain the desired communication terminals, even without the attached operation manual. In addition, the functions of facsimile mail devices and communication terminals can be fully realized.

[0020]

[Example] The following is a detailed explanation based on an example. 1 and 2 are block diagrams of a facsimile mail device 1 as a service information providing device applied to a device service system according to each invention of the present application. ,4,
Floppy disk device 5, hard disk device 6, 7
, host interface unit 8 and communication processing unit FCU
1 to FCUn, etc. The system control section 2, disk control sections 3 and 4, host interface section 8, and communication processing sections FCU1 to FCUn are connected by a system bus 9.

The system control unit 2 has an internal memory, a floppy disk device 5, or a hard disk device 6.
, 7, controls each part of the facsimile mail device 1 according to the programs stored in the floppy disk device 5 and the hard disk devices 6 and 7, in particular writes and reads image data to and from the floppy disk device 5 and the hard disk devices 6 and 7, and also controls each communication processing unit FCU.
1 to FCUn, and executes the sequence as the facsimile mail device 1. The facsimile mail device 1 has various communication services such as a proxy communication function, a simultaneous broadcast function, a confidential communication function, a specified time transmission function, a bulletin board service function, a post office box function, and a serial communication function. , executes and controls each of these functions (communication services) by controlling each communication processing unit FCU1 to FCUn. In addition, in order to use each of these functions of the facsimile mail device 1, a communication terminal (for example, a facsimile machine) connected to the facsimile mail device 1 must perform certain operations on the facsimile mail device 1 to request a communication service. According to the present invention, as will be described later, the communication terminal can request the facsimile mail device 1 for an operation manual indicating the operation contents of this communication service request.

[0022] Disk control section 3 and disk control section 4
controls the drive of the floppy disk device 5 and hard disk devices 6 and 7, and stores basic programs and various data as a facsimile mail device in the floppy disk device 5 and hard disk devices 6 and 7, in particular,
It stores messages sent from communication terminals and messages sent from a host device (described later).

A host device, such as a computer device, is connected to the host interface section 8, and the host interface section 8 executes communication control with the host device. What is connected to the host interface unit 8 is not limited to a host device such as a computer device, but may be, for example, another facsimile mail device or the like. In addition, this host interface section 8
For example, a DMAC (direct memory access controller) that directly connects the host device and the facsimile mail device 1, a communication control unit that connects the host device and the facsimile mail device 1 via a line, etc. are used.

The communication processing units FCU1 to FCUn are provided as many as the number of storage lines, and each communication processing unit FCU1 to FCUn is provided as many as the number of storage lines.
As shown in FIG. 2, the communication processing unit FCU1 of CUn includes a network control unit 11, a modem 12, a communication control unit 13,
manual generation buffer 14, encoding/decoding section 15,
Channel control section 16, control program storage section 17, OM
R processing unit 18, data storage unit 19, storage memory 20,
Instruction information storage unit 21, system information storage unit 2
2, an editing control section 23, a bus control section 24, and the like.

A line L1 is connected to the network control unit 11,
For example, a telephone line is connected as the line L1. The network control unit 11 is what is called an AA-NCU, and performs automatic call origination and call termination processing. Modem 12 modulates the transmitted signal and demodulates the received signal. The communication control unit 13 exchanges facsimile control signals with a communication terminal (for example, a facsimile machine) connected via the line L1, and executes a facsimile communication procedure.

[0026] In the manual generation buffer 14, operation manuals for various inventions of the present application, which will be described later, are developed. Coding·
The decoding unit 15 encodes the message using a predetermined encoding method, and also decodes the encoded message. The control program storage unit 17 stores a basic program as the communication processing unit FCU1, an editing/output processing program for service information provided by each invention of the present application, an operation manual generation/output processing program, etc., and the channel control unit 16 stores: It controls each part of the communication processing unit FCU1 according to the program in the control program storage unit 17 to execute the sequence as the communication processing unit FCU1, and also performs editing/output processing of provided service information and operation manual generation/output processing of each invention of the present application. Execute.

[0027] The OMR processing unit (OMR processing means) 18
Detection of whether the received message is an OMR sheet message,
When the received message is an OMR sheet message, marks and mark positions on the OMR sheet are detected from the received message on the OMR sheet, and the detection results are stored in the storage memory 20. The data storage unit (data storage means) 19 stores only the data necessary for creating provided service information and operation manuals among the data (telegrams, dial tone, etc.) sent from the other party's communication terminal via the line L1. The data required to create this provided service information and operation manual include, for example, provided service information request command, operation manual request command, type of requested provided service (i.e., type of maintenance management information, etc.), and requested operation. The type of manual (i.e., the type of service function that the other operator requests from the facsimile mail device 1), the type of the other operator (
For example, the data is related to the ID of the other party's terminal, the ID of the operator, etc.), and data indicating the proficiency level of the other operator.

As mentioned above, the storage memory 20 has an OM
The detection result of the message on the OMR sheet detected by the R processing unit 18 and the message other than the OMR sheet are stored in the floppy disk device 5.
It is temporarily stored when transferring to the floppy disk device 5 or hard disk devices 6, 7, and is temporarily stored when transmitting the message in the floppy disk device 5 or hard disk devices 6, 7 via the communication processing unit FCU1.

The instruction information storage unit (instruction information storage means) 21 stores operation details on the communication terminal required for each of a plurality of processing steps to realize the communication service (function) provided by the facsimile mail device 1. Store descriptive data for. That is, when requesting a communication service from the facsimile mail device 1, a certain operation is required for each of the processing steps P0 to P11, as shown in FIG. Explanatory data explaining the operation details on the communication terminal required for each P11 is stored in advance. Therefore, the instruction information storage unit 21 only needs to store explanatory data for each of the processing steps P0 to P11 necessary to realize each function of the facsimile mail device 1, and the There is no need to memorize multiple types of help information that correspond to individual proficiency levels. The instruction information storage unit 21 also stores service information such as maintenance management information as explanatory data for each operation content required for each processing step of a series of operations necessary for the service. Therefore, the instruction information storage unit 21 only needs to store explanatory data for each processing step of operations necessary for services such as maintenance management, thereby reducing the memory capacity for storing service information such as maintenance management information. be able to.

The system information storage section (system information storage means) 22 connects the facsimile mail device 1 to the line LI1.
It stores predetermined system information for maintenance and management of communication terminals connected via the facsimile mail device 1, and predetermined system information required to realize the functions of the facsimile mail device 1.
Examples of this system information include, for example, system information for maintenance management such as recording paper model number and toner model number, and system information required to realize the functions of the facsimile mail device 1 such as user ID. No. , destination ID
．． No. and destination telephone number (Tel.NO.).

When there is a request for service information such as maintenance management information or an operation manual, the editing control section (editing control means) 23 analyzes the data stored in the data storage section 19 and responds to the request from the other operator. Determine the type of service information, the type of operation manual (that is, the functions of the facsimile mail device 1 intended for the operator), the operator's proficiency level, etc. Explanatory data for operations for each of the processing steps P0 to P11 necessary for realizing the function No. 1 is read out from the instruction information storage section 21 and edited and created in the manual generation buffer 14 as provided service information and operation manuals. Further, at this time, if the system information storage unit 22 stores system information necessary to realize the service or function, the operation manual is created by incorporating this system information.
This facsimile mail device 1 includes each communication processing unit FCU.
Lines L1 to Ln are housed for each of 1 to FCUn, and facsimile communication is performed with a communication terminal connected via these lines L1 to Ln. When the facsimile mail device 1 receives a communication service request from a communication terminal connected via the lines L1 to Ln, it analyzes the content of the requested communication service and provides the communication service. This communication service request can be made using an OMR sheet, or can also be made using a tone signal or the like. When the other party's communication terminal makes a communication service request using an OMR sheet, the facsimile mail device 1 uses its OMR processing section 18 to read the mark position on the OMR sheet and develops the reading result in the storage memory 20. The channel control unit 16 controls this storage memory 2.
Analyze the contents of 0 to determine the contents of the communication service request,
Perform the requested communication service. For example, when the communication service request is for a time-specified transmission service, the facsimile mail device 1 temporarily stores the received encoded message in the storage memory 20 and sends it to the encoding/decoding unit 15.
After decoding it and re-encoding it using a predetermined encoding method, or storing it directly on the floppy disk 5 or the hard disks 6 and 7 via the bus control section 24. Thereafter, at the designated transmission time, the message is read from the floppy disk 5 or the hard disks 6, 7 and transferred to the vacant communication processing units FCU1 to FCUn via the bus control unit 24 thereof. Communication processing unit FCU1~
FCUn temporarily stores the transferred message in storage memory 2.
The data is stored as 0 and re-encoded by the encoding/decoding unit 15 using a predetermined encoding method, or it is transmitted as is to the designated destination.

The network control section 11, modem 12, communication control section 13, and OMR processing section 18 constitute reception control means for receiving operation data and data related to service requests from communication terminals and service auxiliary devices to be described later. , the network control unit 11, the modem 12, and the communication control unit 13 constitute a transmitting unit that transmits provided service information and operation manuals created by the editing control unit (editing control unit 23) to the service auxiliary device.

FIG. 4 shows a service auxiliary device 50 applied to the device service system of each invention of the present application.
The service auxiliary device 50 includes a control section 51, a storage section 52, a display section 53, a time monitoring section 54, a buzzer 55, an input section 56, a communication section 57, and the like. Service auxiliary device 50
is provided as a built-in device in a communication terminal connected to the facsimile mail device 1 via lines LI1 to LIn, or as an external device.

[0034] The control unit 51 uses a CPU (Central
Processing Unit), ROM (Read
Only Memory) and RAM (Rando
The ROM stores programs and system data as a service auxiliary device. The control unit 51 controls each part of the service auxiliary device 50 according to a program in the ROM, and executes processing as the service auxiliary device 50.

The storage unit 52 stores model information of the communication terminal, service code data corresponding to the type of service request input from the input unit 56, information such as the telephone number of the facsimile mail device 1 which is a service information providing device, and orders. It stores various information such as the telephone number of the place where the product is ordered and the name of the salesperson in charge, and also stores service information and operation manuals sent from the facsimile mail device 1, which is a service information providing device. Remember. Note that when the service auxiliary device 50 is built into the communication terminal, the storage unit 52 may utilize the memory of the communication terminal. Therefore, the storage unit 52 includes a service request data storage unit that stores service request data necessary for requesting a service from the facsimile mail device 1, which is a service information providing device, and a data storage unit that stores received provided service information and operation manuals. constitutes a means.

The display unit 53 is composed of, for example, a liquid crystal display device, and displays various information notified to the operator from the service auxiliary device 50, commands input from the input unit 56, and provided services transmitted from the facsimile mail device 1. Display information, operation manuals, etc. Note that the display section 53 may be a display section of the communication terminal when the service auxiliary device 50 is built into the communication terminal.

The time monitoring unit 54 includes an oscillator, a frequency divider, a memory, etc., and measures the current time, and stores the output time of provided service information and operation manuals, and the requested time of service requests and operation manual requests in the memory. The relevant output time and required time are monitored. Note that the time monitoring section 54
Alternatively, when the service auxiliary device 50 is built into a communication terminal, it may utilize a clock mechanism or the like of the communication terminal.

[0038] The buzzer 55 is composed of, for example, a ringing element and its drive circuit, and is used when regular maintenance is due, when an abnormality occurs, and when service information or operation manual requested from the facsimile mail device 1 is transmitted. In some cases, a sound will sound to notify the operator. The display section 53 and the buzzer 55 constitute a service information output means that outputs the service information and operation manual stored in the data storage means (storage section 52) in a predetermined format at a necessary time. Note that the buzzer 55 may be a buzzer of the facsimile device when the communication terminal is a facsimile device or the like and the service auxiliary device 50 is built in the facsimile device that is the communication terminal.

The input section (input means) 56 is composed of various operation keys, numeric keys, an OMR sheet reading device, etc., and inputs the type of service requested, the type of operation manual, and the requested equipment ( The type of communication terminal (communication terminal), etc. are input. Note that when the communication terminal is a facsimile device or the like and the service auxiliary device 50 is built into the facsimile device that is the communication terminal, the input section 56 may utilize the operation section or image reading section of the facsimile device. It's okay.

The communication section 57 is composed of a network control section, a modem, a facsimile communication section, etc., and a line L is connected to the communication section 57. The communication unit 57 performs facsimile communication etc. with the facsimile mail device 1 which is a service information providing device, performs processing for transmitting service requests and operation manual requests, and also transmits provided service information and operation manuals from the facsimile mail device 1. Performs reception processing. Therefore, the communication unit 57 constitutes a transmission control means for transmitting service request data to the service information providing device, and a reception control means for receiving provided service information and operation manuals transmitted from the service information providing device. Note that, when the communication terminal is a facsimile device or the like and the service auxiliary device 50 is built in the facsimile device that is the communication terminal, the communication section 57 may be one that utilizes the communication section of the facsimile device. .

Next, the operation will be explained. An operator of a communication terminal connected to the facsimile mail device 1 can request various communication services from the facsimile mail device 1 via the communication terminal, and how to operate the communication terminal to request this communication service. If you do not know, you can request an operating manual using the service auxiliary device 50 built into or external to the communication terminal. In addition, the operator of the communication terminal can use the service auxiliary device 50 to request service information such as maintenance management information according to the type of communication terminal from the facsimile mail device 1 when maintaining and managing the communication terminal. 50 outputs the provided service information and operation manual received from the facsimile mail device 1 in a timely manner, and also sounds a buzzer 55 to warn the operator.

On the other hand, as described above, when the facsimile mail device 1 receives a communication service request from a communication terminal, it provides the requested communication service, but if the operator of the communication terminal does not know how to operate it, , receives an operation manual request from the communication terminal, creates an operation manual corresponding to the communication service (function of facsimile mail device 1) requested by the operator, and sends it to the communication terminal. Further, when there is a request for provided service information from a communication terminal, provided service information corresponding to the requested service is created and sent to the communication terminal.

First, a description will be given of the process when using the service auxiliary device 50 to request provided service information or an operation manual from the communication terminal to the facsimile mail device 1. When the operator of the communication terminal uses the service auxiliary device 50 to make a service request to the facsimile mail device 1, which is a service information providing device,
Then, as shown in FIG. 6, input the field of equipment of the communication terminal from the input section 56, for example, the field of equipment of the communication terminal, such as a facsimile machine, a copier, a laser printer, a word processor, or a personal computer. (Step T1), and then input the model of the communication terminal (Step T2). After specifying the device field and model, the type of request information, that is, the service request, is determined.
Is it a request for information on provided services or a request for an operating manual? If it is a request for information on provided services, what type of provided service information request (for example, a request for a service person, an inquiry about specific consumables, etc.)? ,
If the request is for an operation manual, the user inputs the type of operation manual, etc. (step T3). The priority of the requested service request or operation manual request is specified (step T4). In other words, the user specifies whether the user wants the requested provided service information or operation manual immediately or at a specified date and time. Next, a receiving means for the requested provided service information and operation manual is specified (step T5). That is, the user specifies whether to receive provided service information and operation manuals by facsimile communication, by telephone, by mail, or even by visiting the user. When the above series of specifications are completed, the start button of the input section 56 is pressed and the connection status with the facsimile mail device 1 is checked (step T
8). If the connection state is poor, it is checked whether retransmission is to be performed (step T9), and if retransmission is not to be performed, the process is immediately terminated (step T15). When retransmitting, it is checked whether it is automatic retransmission processing or manual retransmission processing (step T10), and if it is automatic retransmission processing, the process moves to step T7 and the communication procedure is executed again, and manual retransmission processing is performed. In some cases, the process moves to step S6, waits for the start button to be pressed, and then executes the communication procedure again.

[0044] If the connection state is normal in step T8, the request data is transmitted (step T11).
, it is checked whether data reception is to be performed immediately (step T12). In other words, whether to receive provided service information and operation manual data from the facsimile mail device 1 immediately with the service auxiliary device 50 connected to the line, whether to receive it by facsimile communication using a communication terminal, or whether to receive it by telephone, etc. In step T11, it is checked whether the service auxiliary device 50 immediately receives the provided service information and operation manual data. If data is to be received immediately, data reception processing is performed (step T1).
3) When the provided service information and operation manual are received, the received provided service information and operation manual are temporarily stored in the storage unit 52, and it is checked whether the received data should be displayed (step T14). At this time, as will be described later, when there is a service request from the service auxiliary device 50, the facsimile mail device 1 determines the content of the service request requested by the service auxiliary device 50 from the received data, and selects the corresponding provided service information and operation. A manual is edited and created and sent to the service auxiliary device 50.

Next, in step T14, when displaying data, the received provided service information and operation manual are read out from the storage unit 52 and displayed on the display unit 53 (step T15), and the operator of the communication terminal While looking at the contents, it is determined whether to request the next service or operation manual. When data is not displayed, the received provided service information and operation manual data are stored in the storage section 52, read out at predetermined times, and displayed on the display section 53.

[0046] In step T14, when data display is not performed or when data display is completed, it is checked whether or not to continue transmitting data, that is, whether or not to perform the next service request or operation manual request (step T16). When transmitting data, step T
11, the service request and operation manual request data are transmitted. At this time, if necessary in the communication procedure, proceed to step T7 and execute the communication procedure, and then
Perform data transmission. Therefore, by repeating the processing from step T11 to step T15, data can be transmitted and received in an interactive manner while viewing the display on the display section 53, if necessary.

[0047] If no data is to be transmitted or received in steps T14 and T15, an end process is performed and this flow is ended (step T17). In addition,
When immediate reception is not specified in step T4 above,
When a receiving means other than the service auxiliary device 50 is specified in step T5, no reception processing is performed in step T12, and the facsimile mail device 1, which is a service information providing device, sends the provided service information and operation manual according to the request contents. I will provide a. For example, when the receiving means is designated as a telephone, the operator of the facsimile mail device 1 or using the voice output device of the facsimile mail device 1 makes a call to the designated telephone, and the provided service information is transmitted by voice. Provide operating manual. Further, when the receiving means is designated as a facsimile device, a call is made to the designated facsimile device, and provided service information and an operation manual are transmitted as image information.

Furthermore, when the service auxiliary device 50 is specified as a receiving means, but a time is specified instead of immediate reception, the facsimile mail device 1 calls the service auxiliary device 50 at the specified time and receives the provided service. Processes the transmission of information and operation manual data. At this time, as shown in FIG. 7, when there is an incoming call (step U1), the service auxiliary device 50
A reception procedure is executed with the host computer, and a check is made to see if the reception procedure has been completed normally (step U2). If the receiving procedure is not completed normally, the receiving process is terminated because the receiving process cannot be performed. When the receiving procedure is successfully completed, the receiving process of the provided service information and operation manual data is performed (step U3), and the received provided service information and operation manual data are temporarily stored in the storage unit 52. When the provided service information and operation manual data is received, the provided service information and operation manual data received from the storage section 52 are read out and transferred to the display section 53,
The information is displayed on the display unit 53 and the buzzer 55 is sounded to notify the operator of the service auxiliary device 50 that the provided service information and operation manual have been received (steps U4 and U5). The operator of the service auxiliary device 50:
The buzzer 55 makes it possible to know that the provided service information and the operation manual have been transmitted, and the display on the display section 53 allows the user to know the contents of the provided service information and the operation manual. In addition, the service auxiliary device 5
Operator No. 0 can view the display content on the display unit 53 and further transmit additional service request data.

Therefore, after performing the data display processing and the buzzer 55 sounding processing, the service auxiliary device 50 checks whether or not data transmission is to be performed (step U6).
When data is to be transmitted, service request data corresponding to the service request input from the input section 56 is transmitted (step U7). When the transmission process of the transmission data is completed, the process moves to step U3, and then the process of receiving the provided service information and operation manual data transmitted from the facsimile mail device 1, and the process of accumulating the received data in the storage unit 52. , displays the received service information and operation manual on the display unit, and sounds the buzzer 55 (steps U3 to U5). By repeating data reception, display processing, and service request data transmission processing in this manner, provided service information and operation manuals can be obtained in an interactive manner between the service auxiliary device 50 and the facsimile mail device 1.

In step U6, if no data is to be transmitted, a termination process is performed and the process is terminated (step U8). Note that a service request from the service auxiliary device 50 to the facsimile mail device 1 is sent to the input section 56.
This can also be done using an OMR sheet by reading the OMR sheet.

That is, when the operator of the service auxiliary device 50 uses the OMR sheet to request provided service information or an operation manual from the facsimile mail device 1, he first calls the facsimile mail device 1,
A service request is made using an OMR sheet created in advance for requesting provided service information or for requesting an operation manual. For example, when requesting an operation manual, you can use an OMR sheet dedicated to requesting an operation manual;
The R sheet is, for example, a normal OMR as shown in FIG.
Like the sheet, it has a start mark 30a, an initial inclination permissible limit judgment mark 30b, a guide mark 30c, a mode switching mark 30d, a field number 30e, a free area division designation mark 30f, an end mark 30g, etc., as well as an operation manual. It has marks specially provided for requests, such as an inquiry mark 30h, a voice guidance required/unnecessary mark 30i, a mail type (communication service type) mark 30j, a time specification mark 30k, etc. .

The operator of the service auxiliary device 50
When requesting an operation manual using the MR sheet 30, a call is made to the facsimile mail device 1, and the service auxiliary device 5
0 (for example, a facsimile machine) to read the OMR sheet 30 and send it. Next, processing in the facsimile mail device 1, which is a service information providing device, will be explained.

[0053] The facsimile mail device 1 is shown in FIGS. 9 and 1.
0 and FIG. 11, when there is an incoming call (step S1), a user ID is received (step S2), and it is checked whether the received user ID is registered (step S3). This user ID is for using the facsimile mail device 1 and is stored in the system information storage section 22. If the received user ID is not registered, error processing is performed (step S
4), check whether to re-enter (step S5)
). If re-input is to be performed, the process returns to step S2 and the user ID is received; if re-input is not to be performed, error handling and line disconnection are performed and this flow ends (steps S6 and S7). .

If the received user ID is registered in step S3, it is checked whether the ordering is by PB tone (step S8), and if it is PB ordering, the PB ordering is received (step S9). After completing the reception of PB ordering,
Check whether the ordering is normal (step S
10) When the ordering is performed normally, reception of the message is started (step S11). When the reception of all the messages is completed (step 12), it is checked whether the messages were received normally (step S13),
If the message is received normally, the lines L1 to L
n is disconnected and the reception process ends (step S14). In step S13, if the message is not received normally, after performing error processing,
(Steps S15, S14). Further, in step S10, if the ordering using the PB tone is not performed normally, error handling (for example, feedback to the communication terminal or service auxiliary device 50 that the ordering was not performed normally) is performed. (Step S16), and it is checked whether it is re-inputted (Step S17). If re-input is to be performed, the process returns to step S9 and the ordering by PB tone is received. If re-input is not performed, error processing (for example, a communication terminal or service auxiliary device to disconnect the line) is executed. 5
0), the lines L1 to L
n cuts are made (steps S15, S14). Steps S9 to S17 described above are the flow of normal service request reception processing of the facsimile mail device 1.

On the other hand, if it is determined in step S8 that the ordering is not by PB tone, the message is received (step S18), and it is determined whether the received message is an OMR sheet message or whether it is for an inquiry, that is, for requesting provided service information. It is checked whether the OMR sheet is for requesting an operation manual (steps S19 and S20). If the request is not an inquiry request (provided service information request or operation manual request), ordering processing using the OMR sheet is performed (step S21). That is, the received OMR
The OMR processing unit 18 reads the mark position on the OMR sheet from the message on the sheet and develops it in the storage memory 20, and the channel control unit 16 analyzes the content of the OMR sheet developed in the storage memory 20 to determine the ordering content. to judge. It is checked whether the ordering has been performed normally (step S22), and if the ordering has not been performed normally, after performing error processing, the line L
1 to Ln are cut (steps S23, S14). If the ordering is performed normally, the message is received, and when all the messages are received normally, the line L1~
The Ln disconnection process is performed and this flow ends (steps S11 to S15).

[0056] In step S20, when an inquiry request (provided service information request or operation manual request) is made,
It is checked whether the inquiry processing (request for provided service information and operation manual request) using the OMR sheet has been carried out normally (step S25), and if it has not been carried out normally, after performing error processing, the lines L1 to L
n is cut (steps S6, S7). If the inquiry request is successfully made, the lines L1 to Ln are temporarily disconnected (step S26). Analysis of inquiries (analysis of service information requests and operation manual requests)
(Step S27). Next, it is checked whether the contents of the inquiry request are normal (step S28).
). If the contents of the inquiry request are not normal, error processing is performed, for example, a notification is sent to the communication terminal or the service auxiliary device 50 that the contents of the inquiry request are not normal, and this flow is ended (step S29). When the content of the inquiry is normal, editing processing of the provided service information and operation manual and output processing of the provided service information and operation manual are performed, and this flow ends (steps S30 and S31).

Next, the inquiry analysis process in step S27 will be explained. Each communication processing unit FCU1 to FCU
The OMR processor 18 reads the mark position of the OMR sheet 30 from the received telegram of the OMR sheet 30 for requesting provided service information or for requesting an operation manual, and develops it in the storage memory 20. The channel control unit 16 analyzes the content of the OMR sheet and determines the content of the provided service information request or operation manual request.

That is, for example, when the request content is a request for an operating manual, the channel control unit 16 analyzes the content developed in the storage memory 20, and first, as shown in FIGS. It is determined whether it is necessary or not (step R1). If it is determined that there is a mark at the key position of the voice guidance mark 30i on the OMR sheet, set the system parameter d0 to a0 (step R2), and mark the negative position of the voice guidance mark 30i on the OMR sheet. If it is determined that there is, the system parameter d0 is set to a1 (step R3). Here, the system parameter is a parameter that determines which processing step P0 to P11 to move to next when moving from each processing step P0 to P11 shown in FIG. 3 to the next processing step P0 to P11, As shown in FIG. 14, the information is stored in a buffer for storing system parameters formed in the instruction information storage section 21. The system parameter d0 is the parameter for whether voice guidance is required, and the system parameters d1, d2, and d3 are for selecting a post office box or bulletin board, whether or not time specification is required, and the destination ID. No. d4 stores the selection of whether to input by ``Tel.NO.'' or by telephone number (Tel.NO.), and d4 stores the parameter of whether to broadcast or not.

Once the channel control unit 16 has set whether or not voice guidance is necessary and its system parameters,
Next, it is determined whether or not it is a post office box service (step R4).
. If it is not a post office box service, the system parameter d
1 to b2 and P.O. Box No. (Serial number given to the message that the user puts in the post office box) is checked (steps R5 and R6). P.O. Box No. If there is a PO Box No. is stored in the system information storage unit 22 and proceeds to the next step (
Step R7), P.O. Box No. If there is none, proceed to the next step.

If it is not a post office box service in step R4, it is checked whether it is a bulletin board service (step R8), and if it is a bulletin board service, the system parameter d1 is set to b1 and the bulletin board number is set. (Serial number given to messages posted by users on the bulletin board)
Check whether there is (steps R9, R10)
. Bulletin board No. When there is, the bulletin board No.
is stored in the system information storage unit 22, and the process proceeds to the next step (step R11), where the bulletin board NO. If there is no, proceed to the next step.

[0061] In step R4, if it is not a bulletin board service, it is checked whether it is a normal message (step R1).
2) If the message is not a normal message, error processing is performed and this flow is ended (step R13). If it is a normal message, the system parameter d1 is set to d2 and the process moves to the next step (step R14). Once the system parameters have been set depending on whether it is a post office box, a bulletin board, or an ordinary message, a check is then made to see if the time is specified (step R15), and if the time is not specified, the system parameter d2 is set to d3. (Step R16). This system parameter d3 will be set again in later processing. When specifying the time, the system parameter d2 is set to b3 (step R17), and it is checked whether the specified time is normal (step R18). If the specified time is not normal, error processing is performed and this flow is ended (step R19), and if the specified time is normal, the specified time is stored in the system information storage unit 22 and the destination is Tel. No. It is checked whether it is specified by (steps R20, R21). If the destination is Tel. N
O. When specified, the system parameter d3 is set to b4 (step R22), and the process proceeds to the next step. If the destination is Tel. NO. If not specified, the destination is ID. NO. It is checked whether the designation is made by (step R25). If the destination is Tel. NO. But again, ID.
No. However, if it is not specified, it is considered an error, and
After performing error handling, this flow ends (step R19). The destination is ID. No. When specified, the system parameter d3 is set to b5 (step R26), and a check is made to see if it is a broadcast service (step R27). If the service is not a broadcast service, the system parameter d4 is set to c2 (step R28), and if the service is a broadcast service, the system parameter d4 is set to c1 (step R29). After setting each system parameter in this way, a service code is determined from the set system parameters and stored in the register (step R30). In other words, by detecting and setting system parameters, the type of function (service) requested by the operator of the communication terminal is determined, and an operation manual corresponding to the type of service requested by the operator of this communication terminal is then created. do.

Next, this operation manual creation process will be explained based on the flowcharts of FIGS. 15 and 16. The editing control unit 23 first sets the counters α, β, and γ to “0”.
” (step Q1), and stores the code of the processing step Pα in the manual generation buffer 14 (step Q2). That is, first, the code of the processing step Pα is
A code of 0 is stored in the manual generation buffer 14. Next, the editing control section 23 reads the instruction information storage section 21.
The system parameters of this processing step Pα (system parameters d0 to d set in FIGS. 12 to 14 above)
4, etc.) (step Q3) and check whether the system parameter is "0" (step Q4). If the system parameter is “0”, processing step Pα
reads the address of the explanatory data corresponding to the system parameter "0" and the code of the next processing step Pα,
Store in manual generation buffer 14 (step Q5
). On the other hand, when the system parameter is not "0", the system parameter dβ is stored in the system information storage unit 22.
(step Q6), reads the address of the explanatory data corresponding to the processing step Pα and the system parameter dβ, and the code of the next processing step Pα from the instruction information storage unit 21, and stores it in the manual generation buffer 1.
4 as address Aγ (step Q7). That is, the processing step Pα and the system parameters correspond as shown in FIG. 17, and when the processing step Pα and the system parameters are determined, the next processing step Pα is determined, and the processing is Explanatory data at step Pα is determined. Therefore, by freely combining the processing step Pα and the system parameters, the next processing step Pα
can be freely set, and the explanatory data necessary for the operation in this processing step Pα can be freely combined.

In this way, first, the next processing step Pα corresponding to the processing step P0 and the system parameter d0 is
When the address setting of the explanatory data of the system parameter dβ is completed, β+1 is set as the parameter β (
Step Q8), it is checked whether it is the final processing step Pα (step Q9). If it is not the final processing step Pα, the process returns to step Q3 and similarly, the next processing step Pα and the explanation data manual generation buffer 1 are performed based on the system parameters for each processing step Pα.
4 (steps Q3 to Q8). When the above processing is repeatedly executed up to the final processing step Pα, the manual generation buffer 14 contains the codes of the processing steps Pα necessary for executing the service requested by the operator in the order of addresses Aγ and the codes of the processing steps Pα, as shown in FIG. The address of the explanation data is expanded. Therefore, by freely setting system parameters, a processing step Pα corresponding to each of the multiple functions of the facsimile mail device can be set, and explanatory data for each processing step Pα corresponding to the desired function can be freely set. Can be combined.

Next, the service code stored in the system information storage section 22 is read out (step Q11),
The corresponding header section is taken out and expanded to the header position 40a of the operation manual in the manual generation buffer 14, as shown in FIG. 19 (step Q12). Here, the counter γ is set to "0" (step Q13), and the explanatory data stored at the address Aγ is read out and developed in the character data area 40b of the operating manual of the manual generation buffer 14 (step Q14). In addition, explanatory figures (instruction information storage unit 2
1 with the explanatory data of the processing step Pα,
Alternatively, it is stored independently regardless of explanatory data. ) and the system information (Tel. NO., ID. NO., etc.) stored in the system information storage unit 22, and the image area 40 of the manual generation buffer 14 is read out.
c (step Q15). Corresponding address γ
When each data has been expanded into the manual generation buffer 14, it is checked whether the data is the final data (step Q).
16) If the data is not the final data, the counter γ is incremented by 1 (γ=γ+1) and the process returns to step Q14. Similarly, explanatory data, explanatory figures, and system information for each address Aγ entered in the manual generation buffer 14 are developed into the manual generation buffer 14, and when the processing for all addresses Aγ is completed, the operation manual editing/generation process ends. do.

In this way, manual generation buffer 1
The operating manual expanded in step 4 is output from the facsimile mail device 1 to the communication terminal or service auxiliary device 50 that has requested the operating manual, and the communication terminal can receive the operating manual 41 as shown in FIG. The operator of the communication terminal or service auxiliary device 50 who receives the operation manual reads the transmitted operation manual and performs the operations described in the operation manual, thereby achieving the intended communication of the facsimile mail device 1. can receive services.

This output process may be performed directly upon completion of generation of the operation manual, may be sent at a specified time according to a request from the service auxiliary device 50 or the communication terminal, or may be sent from the facsimile mail device 1. The manual may be placed in the post office box of the post office box and sent when there is a request from the communication terminal or service auxiliary device 50 to send the operating manual of the post office box, and the output method is not limited.

[0067] In the above embodiment, a case is explained in which there is a request for an operating manual from the communication terminal or the service auxiliary device 50, but when there is a request for a service to be provided from the communication terminal or the service auxiliary device 50, Also, facsimile mail device 1 as a service information providing device
As in the case of an operation manual request, the provided service information is created/edited by freely combining service explanation data such as maintenance management information stored in the instruction information storage unit 21, and is processed according to the specified method. The provided service information is provided to the communication terminal and the service auxiliary device 50.

In this manner, when the service auxiliary device 50 receives a service request specifying the type of service from the input section 56 (input means), the service auxiliary device 50
storage unit 52 (service request data storage means) that stores service request data necessary for requesting a service from the facsimile mail device 1, which is a service information providing device.
The service request data corresponding to the type of service specified by the input unit 56 is read out from the input unit 56 and transmitted from the communication unit 57 (service information output means) to the facsimile mail device 1.
When the service request data is received from the editing control unit 23
Each processing step necessary for realizing the service information such as maintenance management information stored in the instruction information storage unit 21 (instruction information storage means) and the function of the equipment according to the service request data by the (editing control means) A series of provided service information and operation manuals are edited and created using explanatory data for each operation, and are sent to the service auxiliary device 50. When the service auxiliary device 50 receives the provided service information and operation manual from the facsimile mail device 1, it temporarily stores the received provided service information and operation manual in the storage section 52 (data storage means), and stores the received provided service information and operation manual in the storage section 52 at the necessary time. Provided service information and an operation manual are read out from the service information display section 53 and output to the display section 53 (service information output means). Note that the method of outputting the provided service information and the operation manual is not limited to the display output using the display unit 53, but may also be recorded and output on recording paper using a printer or the like.
Alternatively, audio may be output using an audio output device or the like.

Therefore, when an operator of the equipment does not know how to operate the equipment or wants to know information on maintenance and management of the equipment, he/she can request the service from the service auxiliary device 50 and request service information from the service information providing device. The user can receive the necessary provided service information and operation manual from the facsimile mail device 1, and obtain the received provided service information and operation manual when necessary. As a result, equipment maintenance information and operation manuals can be obtained easily and when needed, improving the man-machine interface and allowing equipment to be properly maintained. You can fully utilize the functions. In addition, in the facsimile mail device 1, which is a service information providing device, service information such as maintenance management information stored in the instruction information storage unit 21 is edited and created into a series of provided service information, and the functions of the device are realized. By combining the explanatory data of the operation contents at each processing step necessary to perform the operations, we edit and create the operation manual necessary to realize the desired function, which reduces the required capacity of the storage unit that stores the explanatory data. At the same time, it can provide service information such as maintenance management information and operation manuals that can fully meet the wide range of demands of operators. The equipment can be easily maintained, and
The functions of the device can be fully realized. In addition, when creating provided service information and operation manuals, the system information stored in the system information storage unit 22 is incorporated in advance to edit and create the provided service information and operation manuals, so the operator can edit and create the provided service information and operation manuals. Necessary maintenance and management can be performed based on the contents described in the manual, and desired services can be requested from the facsimile mail device 1 by operating the contents of the operation manual as they are. Therefore, the man-machine interface can be further improved, and equipment maintenance management and equipment functions can be performed more simply and satisfactorily.

Furthermore, the service system may include a facsimile mail device as a service information providing device, and a service auxiliary device that requests service information from the service information providing device and provides the received service information in a predetermined representation form. and a communication terminal equipped with a communication terminal, the service auxiliary device 50 makes a service request specifying the type of service, and the facsimile mail device 1 receives the service request data from the service auxiliary device 50 using the receiving means. Then, in response to the service request data, a series of service information such as maintenance management information stored in the instruction information storage unit 21 and explanation data of the operation contents for each processing step necessary to realize the functions of the facsimile mail device are stored. The service information and operation manual are edited and created by incorporating the system information, and the information and the operation manual are sent to the service auxiliary device by the transmission means. When the service auxiliary device receives the provided service information and operation manual from the facsimile mail device 1, it temporarily stores the received provided service information and operation manual in the storage unit 52,
Provided service information and operation manuals are read out from the storage unit 52 and output at necessary times.

Therefore, the operator of the communication terminal connected to the facsimile mail device 1 can use the service auxiliary device 50 when he or she does not know how to operate the communication terminal or when he/she wants to know information regarding the maintenance and management of the communication terminal. By requesting a service from the input means, necessary service information and operation manuals can be received from the facsimile mail device 1, and the received service information and operation manuals can be obtained when necessary. As a result, equipment maintenance management information and operation manuals can be obtained easily and when needed, improving the man-machine interface and allowing equipment to be maintained properly. You can fully utilize the functions.

Further, in the above embodiment, in the facsimile mail device as the service information providing device,
It is possible to receive inquiries about operations using OMR sheets from communication terminals and service auxiliary devices 50, edit and create provided service information and operation manuals, and send them, making inquiries about provided service information and operation manuals even easier. be able to. As a result, the man-machine interface can be further improved.

[0073]

[Effects of the Invention] According to the invention as claimed in claim 1, operation information, maintenance management information, etc. of a device that realizes a plurality of functions by combining a plurality of processing steps executed by performing a predetermined operation. a service information providing device that provides service information; communicating with the service information providing device to request service information from the service information providing device;
In a service system configured with a service auxiliary device that provides received service information in a predetermined representation form, when the service auxiliary device receives a service request specifying the type of service from its input means, the service information providing device When the service information providing device receives the service request data from the service auxiliary device using the receiving means, the editing control means responds to the service request data. Provides a series of service information such as maintenance management information stored in the instruction information storage means and explanatory data of the operation contents for each processing step necessary to realize the functions of the equipment.Edits and edits service information and operation manuals.
When the service auxiliary device receives the provided service information and operation manual from the service information providing device, it temporarily stores the received provided service information and operation manual in the data storage means and stores the provided service information and operation manual as needed. It can be output in a predetermined format at any given time.

Therefore, when the equipment operator does not know how to operate the equipment or wants to know information on maintenance management of the equipment, the equipment operator can request the service from the service auxiliary equipment and receive the information from the service information providing equipment. It is possible to receive necessary provided service information and operation manuals and obtain the received provided service information and operation manuals when necessary. As a result, equipment maintenance information and operation manuals can be obtained easily and when needed, improving the man-machine interface and allowing equipment to be properly maintained. You can fully utilize the functions.

[0075] The service information providing device also edits and edits service information such as maintenance management information stored in the instruction information storage means into a series of provided service information.
At the same time, we edit and edit the operation manual necessary to realize the desired function by combining the explanatory data of the operation details at each processing step necessary to realize the device's function.
This reduces the required capacity of the storage unit for storing explanatory data, and provides service information such as maintenance management information and operation manuals that can fully meet the wide range of requests from operators. Therefore, even a beginner can easily maintain the intended equipment even without an attached operating manual, and the functions of the equipment can be fully realized.

According to the second aspect of the invention, service information such as operation information and maintenance management information of a device that realizes a plurality of functions by combining a plurality of processing steps executed by performing a predetermined operation. and a service auxiliary device that communicates with the service information providing device, requests service information from the service information providing device, and provides the received service information in a predetermined representation form. In the service system, when the service auxiliary device receives a service request specifying the type of service from its input means, it sends the service request data necessary to request the service to the service information providing device, and provides the service. When the information providing device receives service request data from the service auxiliary device using the receiving means, the editing control means controls the service information such as maintenance management information stored in the instruction information storage means and the functions of the equipment according to the service request data. Combine the explanation data of the operation details for each processing step necessary to achieve this, incorporate system information, edit and create a series of provided service information and operation manuals, send it to the service auxiliary device, and the service auxiliary device When the provided service information and operation manual are received from the service information providing device, the received provided service information and operation manual are temporarily stored in the data storage means, and can be output in a predetermined format at a necessary time.

Therefore, when the equipment operator does not know how to operate the equipment or wants to know information on maintenance management of the equipment, the equipment operator can request the service from the service auxiliary equipment and receive the information from the service information providing equipment. Necessary provided service information and operation manuals can be obtained when needed in a form that incorporates system information. As a result, information on equipment maintenance management and operation manuals can be easily obtained when needed, improving the man-machine interface, making it possible to properly maintain equipment, and providing services. Necessary system information can be obtained from the information and operation manual, and system information can also be input by operating according to the contents of the operation manual. This service is also provided even when the operator has forgotten or does not know the system information. Necessary maintenance management can be performed using information and operation manuals, and the intended functions of the equipment can be realized. As a result, the man-machine interface can be further improved, the equipment can be maintained and managed more appropriately, and the functions of the equipment can be more easily and fully utilized.

According to the third aspect of the invention, there is provided a facsimile mail device as a service information providing device, and a service auxiliary device that requests service information from the service information providing device and provides the received service information in a predetermined representation form. When the service system of the device is configured with a built-in or external communication terminal and the service auxiliary device receives a service request specifying the type of service, it sends the service request necessary to request the service to the service information providing device. When data is transmitted to a facsimile mail device and the facsimile mail device receives service request data from a service auxiliary device, service information such as maintenance management information and functions of the facsimile mail device are realized according to the service request data. Edit and create the provided service information and operation manual by combining the explanation data of the operation contents for each necessary processing step or incorporating system information, send it to the service auxiliary device, and the service auxiliary device will send it from the facsimile mail device. When the provided service information and operation manual are received, the received provided service information and operation manual are outputted in a predetermined format at the required time.

[0079] Therefore, when the communication terminal operator does not know how to operate the communication terminal or wants to know information on maintenance and management of the communication terminal, the operator of the communication terminal can send a facsimile e-mail service by requesting service from the service auxiliary device. Necessary provided service information and operation manuals can be obtained from the device when necessary. As a result, equipment maintenance information and operation manuals can be obtained easily and when needed, improving the man-machine interface and allowing equipment to be properly maintained. You can fully utilize the functions.

[0080] Furthermore, in the facsimile mail device,
In addition to editing and creating service information such as maintenance management information into a series of provided service information, the purpose is to combine explanatory data of the operation contents at each processing step necessary to realize the functions of facsimile mail devices and communication terminals. Since we have edited and created the operation manuals necessary to realize the functions, we are able to reduce the required capacity of the storage unit that stores explanatory data, and also provide maintenance management information that is sufficient to meet the wide range of operator requests. We can provide service information and operation manuals such as
Moreover, the intended communication terminal can be easily maintained even without an attached operating manual, and the functions of the facsimile mail device and the communication terminal can be fully realized.

[Brief explanation of the drawing]

FIG. 1 is a block diagram of a facsimile mail device to which a service information providing device of a device service system according to the present invention is applied.

FIG. 2 is a block diagram of a communication processing unit of a facsimile mail device to which the service information providing device of the device service system according to the present invention is applied.

FIG. 3 is a transition diagram of processing steps of a facsimile mail device as a service information providing device according to the present invention.

FIG. 4 is a block diagram of a service auxiliary device of the equipment service system according to the present invention.

FIG. 5 is a flowchart showing a part of service request processing in the service auxiliary device according to the present invention.

FIG. 6 is a flowchart showing a continuation of the service request processing of FIG. 5;

FIG. 7 is a flowchart showing the process of receiving provided service information and operation manuals by the service auxiliary device according to the present invention.

FIG. 8 is a diagram showing an OMR sheet for requesting an operation manual according to the present invention.

FIG. 9 is a flowchart showing part of the basic processing of the facsimile mail device.

FIG. 10 is a flowchart showing a continuation of the basic processing of the facsimile mail device of FIG. 9;

FIG. 11 is a flowchart showing a continuation of the basic processing of the facsimile mail device of FIG. 9;

FIG. 12 is a flowchart showing part of the operation manual request analysis process in the facsimile mail device according to the present invention.

FIG. 13 is a flowchart showing a continuation of the operation manual request analysis process of FIG. 12;

FIG. 14 is a diagram showing a system parameter storage buffer of the facsimile mail device.

FIG. 15 is a flowchart showing a part of operation manual editing/creation processing in the facsimile mail device according to the present invention.

FIG. 16 is a flowchart showing a continuation of the operation manual editing/creation process of FIG. 15;

FIG. 17 is a diagram showing the status of processing steps and system parameters stored in the instruction information storage unit of the facsimile mail device according to the present invention.

FIG. 18 is a diagram showing address settings for processing steps and explanatory data stored in the manual generation buffer of the facsimile mail device according to the present invention.

FIG. 19 is a diagram showing each data of an operation manual developed in the manual generation buffer of the facsimile mail device according to the present invention.

FIG. 20 is a diagram showing an operation manual edited and created according to the present invention.

[Explanation of symbols]

1 Facsimile mail device 2 System control section 3 Disk control section 4 Disk control section 5 Floppy disk device 6 Hard disk device 7 Hard disk device 8 Host interface section 11 Network control section 12 Modem 13 Communication control section 14 Manual generation buffer 15 Encoding/decoding Section 16 Channel control section 17 Control program storage section 18 OMR processing section 19 Data storage section 20 Storage memory 21 Instruction information storage section 22 System information storage section 23 Edit control section 24 Bus control section 30 OMR sheet for operation manual request 30h
Inquiry mark 30i Voice guidance required/unnecessary mark 30j
Mail type (service type) mark 30k
Whether or not time is specified and specified time mark 40a
Header section 40b Character data area 40c Image data area 41 Operation manual 50 Service auxiliary device 51 Control section 52 Storage section 53 Display section 54 Time monitoring section 55 Buzzer 56 Input section 57 Communication section

Claims (3)

[Claims] 1. A service information providing device that provides service information such as operation information and maintenance management information for a device that realizes multiple functions by combining multiple processing steps executed when a predetermined operation is performed. , a service auxiliary device that communicates with the service information providing device to request service information from the service information providing device and provides the received service information in a predetermined representation form, the service system comprising: The service information providing device includes a receiving means for receiving data related to a service request from the service auxiliary device, and operations for each processing step necessary to realize service information such as the maintenance management information and the functions of the device. There is an instruction information storage means for storing explanation data of the contents, and the data received by the reception means is analyzed and service information such as maintenance management information stored in the instruction information storage means is edited into a series of provided service information. an editing control means for editing and creating an operation manual necessary for realizing a desired function by combining explanatory data of the operation contents in each processing step necessary for realizing the function of the device; a transmission means for transmitting provided service information and an operation manual created by the above to the service auxiliary device; an input means for inputting the type of service requested by the service auxiliary device; a service request data storage means for storing service request data necessary for the service, a transmission control means for transmitting the service request data to the service information providing device, and receiving service information and operation manuals sent from the service information providing device. a data storage means for storing the received provided service information and operation manual; and a service information output means for outputting the service information and operation manual stored in the data storage means in a predetermined format at a necessary time; When the service auxiliary device receives a service request specifying the type of service from the input means, the service auxiliary device reads service request data corresponding to the type of service from the service request data storage means and outputs the service information through the service information output means. When the service information providing device receives the service request data, the editing control means edits service information such as maintenance management information into provided service information or functions of the device according to the service request data. Edit and create the operation manual necessary to realize the above and send it to the service auxiliary device, and when the service auxiliary device receives the provided service information and operation manual from the service information providing device, the received provided service information and operation manual will be sent to the service auxiliary device. What is claimed is: 1. A service system for equipment, wherein the information is temporarily stored in a data storage means and then outputted in a predetermined format by a service information means. 2. A service information providing device that provides service information such as operation information and maintenance management information for a device that realizes multiple functions by combining multiple processing steps executed when a predetermined operation is performed. , a service auxiliary device that communicates with the service information providing device to request service information from the service information providing device and provides the received service information in a predetermined representation form, the service system comprising: The service information providing device includes a receiving means for receiving data related to a service request from the service auxiliary device, and operations for each processing step necessary to realize service information such as the maintenance management information and the functions of the device. An instruction information storage means for storing explanatory data of contents, and a system information storage means for storing various system information inputted in advance necessary for maintenance management and various system information necessary for realizing each function of the equipment. and analyze the data received by the receiving means to edit and create service information such as maintenance management information stored in the instruction information storage means into a series of provided service information, and to realize the functions of the equipment. In addition to editing and creating an operation manual by combining the explanation data of the operation details for each necessary processing step,
an editing control means for editing and creating the provided service information and operation manual by incorporating the system information stored in the system information storage means; and a transmission for transmitting the provided service information and operation manual created by the editing control means to the service auxiliary device. input means for inputting the type of service requested by the service auxiliary device; and service request data storage means for storing service request data necessary for requesting the service from the service information providing device. A transmission control means for transmitting service request data to a service information providing device, a reception control means for receiving service information and an operating manual transmitted from the service providing device, and a data storage means for storing the received service information and operating manual. and service information output means for outputting provided service information and operation manuals stored in the data storage means in a predetermined format at necessary times, and the service auxiliary device receives a service request specifying the type of service from the input means. If there is, the service request data corresponding to the type of service is read from the service request data storage means and transmitted to the service information providing device via the service information output means, and the service information providing device receives the service request data. Then, the editing control means edits service information such as maintenance management information into provided service information by incorporating system information according to the service request data, or incorporates system information into an operation manual necessary for realizing the functions of the equipment. Edit and create it, send it to the service auxiliary device, and when the service auxiliary device receives the provided service information and operation manual from the service information providing device,
A service system for equipment, characterized in that received service information and operation manuals are temporarily stored in a data storage means and then outputted in a predetermined format by a service information output means. 3. The service information providing device is a facsimile mail device, the device is a communication terminal connectable to the facsimile mail device, and the communication terminal includes the service auxiliary device as a built-in or external device. 3. The device service system according to claim 1 or 2, characterized in that: