Portable terminal fault inquiry system

Abstract

To avoid a situation in which, when a target person having a portable terminal with fault contacts an inquiry destination for solving the fault of the portable terminal, it is frequently observed that the person is guided to another inquiry destination according to contract contents after confirmation of the contents, which takes considerable time, but does not give satisfactory reply.SOLUTION: A portable terminal fault inquiry system for supporting inquiry relating to a fault has a function for searching for fault information in a database of an inquiry response server based on information on portable terminals from inquiry terminals upon faults of the portable terminals and contents of the faults, for displaying a reply history on a screen of the inquiry terminal in an order of a larger solved fault number in the past and for displaying a related inquiry destination of a manufacturer if there is no corresponding reply history. A new content of the reply history with a fault being solved is added to the database and the content already registered in the database is added as the solved fault number.SELECTED DRAWING: Figure 1

Description

[Technical Field]

[0001] The present invention relates to a mobile terminal fault inquiry system that allows users to inquire about various types of faults in mobile terminals in multiple ways, stores solutions and solution categories in a database, and supports risk avoidance in problem resolution and rapid response when a fault occurs. [Background technology]

[0002] Advances in mobile phone technology have led to the release of new models one after another, and although manufacturers provide support up until the initial setup after purchase, the reality is that it takes time to get the answers you want when it comes to follow-up after the initial setup, which can be difficult.

[0003] Patent document 1 is a system that supports computer maintenance work in remote locations, characterized in that a maintenance worker uses a mobile terminal to send a problem to an inquiry response server by email, the inquiry response server distributes image data related to the response, and the mobile terminal receives the associated information. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] Japanese Patent Application Laid-Open No. 2005-182650 Summary of the Invention [Problem to be solved by the invention]

[0005] When resolving a mobile device malfunction, there are multiple services available, such as searching on a computer or making an inquiry by phone, and each service has different contact points. Therefore, in order to respond quickly, it is important to cover multiple services and guide the questioner through a series of steps so that they can receive an answer as quickly as possible without getting lost. [Means for solving the problem]

[0006] 1 shows the configuration of a mobile terminal trouble inquiry system 1 of the present invention. This system inquires about the details of a trouble that occurs in a mobile terminal 11, and includes an inquiry terminal 12 that transmits terminal information and the details of the trouble of the mobile terminal, a database 14 that stores various types of trouble information and solutions corresponding to this trouble information, a search means A that receives the trouble details transmitted from the terminal and searches for trouble information 15 in the database, a transmission means B that transmits a solution corresponding to the trouble information of the mobile terminal searched by the search means as a response, and a display means C of the terminal that displays the solution transmitted by the reception means.

[0007] The database stores contact information 16 for manufacturers of portable terminals, and when the search means A finds that the trouble information of the portable terminal does not match the stored information in the database, In this case, the manufacturer's inquiry contact information is displayed on the display means C.

[0008] The answers resulting from the search results of the search means are added to the problem information and solutions in the database as answer history as the number of times they have been solved, and are displayed in descending order of the number of times they have been solved when the answers are displayed.

[0009] The database stores the answers to inquiries made to the mobile terminal manufacturer regarding the failure information, which are input into the terminal.

[0010] The database is provided with a plurality of solution categories 17, and when a search result answer is displayed from the information stored in the database, any of the solution categories can be input from the terminal. [Effects of the Invention]

[0011] This system allows users to easily inquire about multiple manufacturers and services when a mobile device malfunctions, and by resolving the issue, information is stored in a database containing malfunction information, thereby shortening the time from inquiry to resolution and increasing the probability of the inquiry being resolved.

[0012] By establishing and managing three resolution categories - prevention, temporary response, and permanent response - depending on the nature of the problem, risk can be avoided and a quick response can be taken when a problem occurs. [Brief explanation of the drawings]

[0013] [Figure 1] 1 is a diagram showing the configuration of a mobile terminal trouble inquiry system according to the present invention; [Figure 2] FIG. 1 is a diagram showing the flow of the mobile terminal trouble inquiry system of the present invention. [Figure 3] A diagram showing the search results history and where to contact if no results are found [Figure 4] Registration screen for adding the resolved result to the database DETAILED DESCRIPTION OF THE INVENTION

[0014] Hereinafter, an embodiment of the present invention will be described in detail with reference to the drawings. The mobile terminal trouble inquiry system 1 of the present invention is composed of a mobile terminal 11, an inquiry terminal 12, and an inquiry response server 13. The database 14 in the inquiry response server 13 is composed of trouble information 15, manufacturer inquiry contact information 16, and solution category 17. The trouble information 15 is composed of mobile terminal information, trouble content, a solution method for the trouble content, and solution category 17. The manufacturer inquiry contact information 16 is composed of the name of the mobile terminal manufacturer related to the trouble content, and the name and contact information of the mobile terminal manufacturer's service. The solution category 17 is composed of preventive measures to prevent troubles that cause actual harm, temporary measures to respond immediately to allow continued use, and permanent measures to solve the problem in the long term or fundamentally. The main parts of this system are search means A that searches for trouble information 15 in the database 14, transmission means B that transmits the solutions found by the search means, and display means C that displays the solutions transmitted by the transmission means on the inquiry terminal 12.

[0015] When a problem occurs in a mobile device, the mobile device problem subject 21 determines whether or not it is necessary to inquire with this system (step A1 in Figure 2). If it is determined that an inquiry is necessary, the mobile device problem subject 21 accesses the system screen from the inquiry terminal 12, enters the mobile device's terminal information (OS, manufacturer, model, version) and the details of the problem, and sends them to the inquiry response server 13 (step A2).

[0016] The transmitted terminal information and details of the fault are recorded as fault inquiry data in the inquiry response server 13, and the characters of the fault inquiry data are searched to see if they exist in the fault information 15 in the database 14 stored in the inquiry response server 13 (step A3).

[0017] The search results and manufacturer inquiry contact information 16 relating to the search results are sent to the inquiry terminal 12 (step A4), and the search results are displayed on the screen of the inquiry terminal 12 in order of the number of times they have been solved (step A5).

[0018] The mobile terminal trouble subject 21 checks whether the relevant history is found (step A6), and if found, implements a troubleshooting procedure (step A7), and then checks whether the problem has been solved by the troubleshooting procedure (step A8).

[0019] If the problem has been solved, the user checks the option for the corresponding solution method displayed on the screen of the inquiry terminal 12 and presses the "Register" button 33 to register the problem in the database 14 containing the trouble information 15 of the inquiry response server 13 (step A9). Then, the number of times the problem has been solved is added to the trouble information in the database 14 (step A10).

[0020] When the search is performed, the relevant manufacturer inquiry contact point 16 is displayed on the screen of the inquiry terminal 12, and if the relevant history is not displayed or the problem cannot be solved even after troubleshooting based on the search results, the mobile terminal trouble target 21 presses the "Continue Inquiry" button 34 displayed on the screen of the inquiry terminal 12 (step A11), which displays an inquiry code 35, and contacts the manufacturer inquiry contact point 16 to ask a question (step A12). Then, it is confirmed whether a response that seems to be able to solve the problem has been obtained (step A13), and if a response has been obtained, troubleshooting is carried out (step A14), and it is confirmed whether the problem has been solved (step A15).

[0021] If the problem has been solved, the inquiry code 35 is entered on the solution input screen 41 of the inquiry terminal 12, where the terminal information and the details of the problem are displayed, and the solution date, solution method, solution category 17, application name, service name, and comments are entered, and the "Register" button 42 is pressed to register (step A16).Then, the problem is registered as new problem information in the database 14 in which the problem information 15 of the inquiry response server 13 is stored (step A17).

[0022] If you are unable to get an answer from the above answers or if you have tried to troubleshoot the problem based on the answers you received but are unable to solve the problem, please request an investigation from the manufacturer or contact the publicly available question box (Step A response is returned from the manufacturer or the question box and displayed on the inquiry terminal 12 (step A19), and it is confirmed whether the response has been obtained (step A20). If a response has been obtained, troubleshooting is carried out (step A21), and it is confirmed whether the problem has been solved by the troubleshooting (step A22).

[0023] If the problem has been solved, the inquiry code 35 is entered on the solution input screen 41 of the inquiry terminal 12, where the terminal information and the details of the problem are displayed, and the solution date, solution method, solution category 17, application name, service name, and comments are entered, and the "Register" button 42 is pressed to register (step A23).Then, the information is registered as new information in the database 14 containing the problem information 15 of the inquiry response server 13 (step A24).

[0024] If the problem cannot be solved by the answer result, the user presses "End without solving" 43 on the solution input screen 41 of the inquiry terminal 12 and registers the problem (step A25). Then, the problem is registered as unsolved information in the database 14 containing the fault information 15 of the inquiry response server 13 (step A26). [Industrial Applicability]

[0025] It is possible to build a fault inquiry system that is not limited to manufacturers, services, or models of mobile terminals. [Explanation of symbols]

[0026] 1. Mobile device trouble inquiry system 11 Mobile devices 12 Inquiry terminal 13 Query-Response Server 14 Database 15. Fault Information 16 Manufacturer contact information 17 Solution category A. Search methods B Transmission means C. Display means (display)

Claims

1. A system for inquiring about the details of a fault that occurs in a mobile terminal, comprising: an inquiry terminal that transmits terminal information and the fault details of the mobile terminal; a database that stores various fault information and solutions corresponding to this fault information; a search means that receives the fault details transmitted from the terminal and searches for fault information in the database; a transmission means that transmits as a response a solution corresponding to the fault information of the mobile terminal searched by the search means; and a display means of the terminal that displays the solution transmitted by the receiving means.

2. The fault inquiry system according to claim 1, characterized in that the database stores contact information for the mobile device manufacturer, and when the search means does not match the fault information of the mobile device with the information stored in the database, the contact information for the mobile device manufacturer is displayed on the display means.

3. 2. The system for problem inquiries according to claim 1, wherein answers resulting from the search results of said search means are added as the number of times of solution to said problem information and solutions in said database as an answer history, and said answers are displayed in order of the number of times of solution when said answers are displayed.

4. The fault inquiry system according to claim 2, characterized in that the database is configured to store responses obtained by inquiring about the fault information to the mobile device manufacturer by inputting the responses into the terminal.

5. The fault inquiry system according to claim 2, characterized in that the database has a plurality of solution categories, and when a search result response is displayed from the information stored in the database, any of the solution categories can be input from the terminal.

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