Method and system for processing network problems of television by grading, and television

A technology of hierarchical processing and TV network, applied in the field of Internet TV, it can solve the problems of high maintenance cost, TV returning to the factory for repair, and long repair time, and achieve the effect of reducing maintenance cost, improving user experience, and shortening processing time.

Inactive Publication Date: 2012-05-16
SHENZHEN TCL NEW-TECH CO LTD +1
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Problems solved by technology

When the cause of the problem is relatively simple and the user has certain professional knowledge, the after-sales personnel can judge the cause of the problem based on the information provided by the user, so as to guide the user to perform simple repairs, or arrange for on-site maintenance; more often, after-sales personnel The personnel cannot judge the cause of the problem based on the information provided by the user, so they can only arrange personnel to come to understand the situation
Due to ignorance of the situation in advance, the maintenance pers

Method used

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  • Method and system for processing network problems of television by grading, and television
  • Method and system for processing network problems of television by grading, and television
  • Method and system for processing network problems of television by grading, and television

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Embodiment Construction

[0023] In order to make the object, technical solution and advantages of the present invention clearer, the present invention will be further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described here are only used to explain the present invention, not to limit the present invention.

[0024] The solution provided by the present invention is: for the relevant problems encountered by the TV when accessing the network, automatically classify the problems, and establish an automatic distribution mechanism for the problems and an automatic promotion mechanism for the problem level, and cooperate with the grading mechanism to form a problem The processing system, after the problem is submitted to the problem processing system, can be quickly submitted to the hands of the person who is suitable for handling the problem.

[0025] In order to facilitate the understanding of the technical...

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Abstract

The invention provides a method for processing network problems of a television by grading. The method comprises the following steps of: A, dividing the network problems of the television into a plurality of grades; B, judging the grade of a network problem of the television and displaying relevant information of the problem; C, performing corresponding distribution processing according to the grade of the problem; and D, acquiring a processed result of the problem, upgrading the non-solved problem and performing the distribution processing again. By the scheme of the invention, the possible network problems of the television can be submitted to proper users quickly through a problem grading mechanism, an automatic problem grade determining mechanism, an automatic problem distribution mechanism and an automatic problem grade lifting mechanism, so that the processing time is shortened, the processing efficiency is improved, the maintenance cost is reduced and the user experience is enhanced.

Description

technical field [0001] The invention relates to Internet television technology, in particular to a television network problem classification processing method, processing system and television. Background technique [0002] Recently, the network function has gradually become the basic configuration of the TV, and the network function makes remote maintenance and remote service for the TV possible. However, remote maintenance and remote service are only possible if the network is fully functional. When the user's TV cannot use the network function normally, the network problem needs to be solved first. The network problem here includes not only the abnormality of the TV terminal network itself, but also the abnormal interaction between the TV terminal and the server. At this time, the usual processing flow is: the user dials an after-sales phone, informs the after-sales personnel of the situation of his TV, and the after-sales personnel asks some simple questions to the use...

Claims

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Application Information

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IPC IPC(8): H04N21/442H04N5/44
Inventor 付遥远李海燕党伟珍毛健鹏吴博远傅钇中
Owner SHENZHEN TCL NEW-TECH CO LTD
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