Patent Application
20160073159
Set-top boxes are typically used in content networks for receiving digital content delivered over the network, such as a fiber optical cable network, and for processing the received digital content for presentation via a display device coupled to the set-top boxes. When problems with the operation of the set-top boxes occurs, the set-top box user usually does not know how to fix the problem themselves, and must telephone a call center to either have a call center agent troubleshoot the problem over the phone, or to have a technician visit their home to fix the problem in person.
The following detailed description refers to the accompanying drawings. The same reference numbers in different drawings may identify the same or similar elements. The following detailed description does not limit the invention.
Exemplary embodiments described herein use a self-help widget installed in a set-top box to determine the occurrence of a set-top box error, and to identify the error with a corresponding error code. The self-help widget can map the identified error code to a self-help video (or other type of media) that may be retrieved from memory, and automatically played back via the set-top box. The self-help video provides instructions on troubleshooting the set-top box error such that a call to a call center agent, or an in-person technician visit, is not needed to resolve the error.
STB 105 may, for example, receive the content from content source(s) 110 via one or more channels (e.g., Quadrature Amplitude Module (QAM) channels, Internet Protocol (IP) streams, etc.) over network 115. The content may include, for example, text, images, audio, video content and/or television (TV) video programs. Network 115 may include one or more networks of various types including, for example, a cable network (e.g., an optical cable network), a satellite network, or an Advanced Television Systems Committee (ATSC) standards-based network (e.g., over the air (OTA) network). Network 115 may, in some implementations, include one or more QAM channels (or other types of modulated or broadcast channels) for delivering content and Electronic Program Guide (EPG) data to STB 105. Network 115 may additionally include other networks of various types including, for example, a Public Switched Telephone Network (PSTN), a wireless network, a local area network (LAN), a wide area network (WAN), a metropolitan area network (MAN), an intranet, or the Internet. The wireless network may include a satellite network, a Public Land Mobile Network (PLMN), or a wireless LAN or WAN (e.g., Wi-Fi).
STBs 105-1 through 105-x may download, from server(s) 125, respective self-help widgets 130-1 through 130-x (generically and individually referred to herein as a “self-help widget 130”), and may install them at STBs 105-1 through 105-x. Self-help widget 130 may include program instructions that implement functionality for determining an occurrence of a STB error at the STB, identifying the STB error, and automatically playing hack one of multiple self-help media based on the identified STB error. STBs 105-1 through 105-x may additionally download, from server(s) 125, self-help media and may store it in respective self-help media database (DBs) 135-1 through 135-x (generically and individually referred to here as a “self-help media DB 135”). The self-help media may include multiple media items that each includes troubleshooting instructions for correcting an identified error at STB 105. For example, each item of self-help media may include a user interactive video that includes text, audio and video instructions for correcting the identified STB error.
Self-help media DB 135 may, in one implementation, include a network device that further includes memory for storing a data structure, such as self-help media DB 135. In another implementation, DB 135 may be stored in a memory of STB 105. DB 135 may store self-help videos that may be retrieved by self-help widget 130 at STB 105. Details of one exemplary data structure of DB 135 is described with respect to
Upon the occurrence of an error at STBs 105-1 through 105-x, a self-help widget 130 at a respective STB 105 may map the identified STB error to an item of self-help media stored in DB 135, and may play back the retrieved self-help media 140-1 through 140-x (generically and individually referred to herein as “self-help media 140”) via a respective display device 127-1 through 127-x. The user 120 may listen to and/or view the played back self-help media 140, following the trouble shooting instructions contained therein, to correct or resolve the identified STB error. The error at STB 105 may include any type of error involving the operation of STB 105. The error at STB 105 may include, for example, an error involving the EPG received at STB 105, an error or problem involving the digital video recorder (DVR) STB 105, an error involving a picture or other content not being available at STB 105.
The configuration of network components of network environment 100 illustrated in
Demultiplexer 220 may select and decrypt compressed audio and video from the transport stream for the particular TV program that the customer 120 or device user wishes to watch. Decoder 230 may decode and decompress the decrypted audio and video information for the selected TV program. Processing unit 240 may include, for example, a microprocessor that controls the operations performed by tuner 200, demodulator 210, demultiplexer 220, decoder 230, modem 250, DVR unit 260, and memory 270 based on user input (e.g., input received from customer 120 via a remote control device, not shown). Modem 250 may send and receive interactive data (e.g., EPG data) that may be processed by processing unit 240. Modem 250 may also act as a network interface for connecting STB 105 to network 115, such that STB 105 may communicate, via modem 250 with server(s) 125 or, in an implementation in which self-help media DB 135 is stored external to STB 105, to the remote network device that stores DB 135. DVR unit 260 may digitally record, and store, audio and video content associated with the particular TV program decoded by decoder 230. Memory 270 may include one or more memory devices that store data and instructions associated with the operation of STB 105. The instruction stored in memory 270 may be executed by processing unit 240 to perform various STB functions. For example, in one implementation, memory 270 may include a memory device(s) that stores self-help media DB 135 and instructions associated with self-help widget 130.
The configuration of components of STB 105 in
Processing unit 320 may include one or more processors or microprocessors, or processing logic, which interprets and executes instructions. Main memory 330 may include a random access memory (RAM) or another type of dynamic storage device that stores information and instructions for execution by processing unit 320. ROM 340 may include a ROM device or another type of static storage device that stores static information and instructions for use by processing unit 320. Storage device 350 may include a magnetic and/or optical recording medium. Main memory 330, ROM 340, and storage device 350 may each be referred to herein as a “tangible non-transient computer-readable medium.”
Input device 360 may include one or more mechanisms that permit a user/operator to input information to network device 300, such as, for example, a keypad or a keyboard, a display with a touch sensitive panel, voice recognition and/or biometric mechanisms, etc. Output device 370 may include one or more mechanisms that output information to the user/operator, including a display, a speaker, etc. Communication interface 380 may include any type of transceiver that enables network device 300 to communicate with other devices and/or systems. For example, communication interface 380 may include wired and/or wireless transceivers for communicating via network 115.
The configuration of components of network device 300 in
Error code field 410 stores an error code that uniquely identifies a single specific STB error or problem. Each field 410 stores a different error code for STB 105. For example, field 410 may store an error code that identifies the occurrence of a missing Interactive Media Guide (IMG), an error code that identifies the occurrence of a failure of DVR unit 260 of STB 105 to record, etc.
Self-help media field 420 stores one or more media items that include instructions for attempting to troubleshoot and resolve the STB error or problem identified by the error code stored in the corresponding error code field 410. The one or more media items may include one or more items of audio and/or video media, or other types of media. For example, the one or more media items may include one or more videos that include audio and visual instructions for resolving the STB error or problem identified by the error code.
The number and content of the fields of the tabular data structure of DB 135 illustrated in
The exemplary process may include STB 105 determining whether a new STB self-help widget needs to be downloaded from server(s) 125 (block 500). For example, when STB 105 initially turns on (i.e., boots up), STB 105 may determine whether a self-help widget 130 is currently installed at STB 105, or whether a most recent version of self-help widget 130 is installed at STB 105 (i.e., the self-help widget 130 installed at STB 105 may be out-of-date). Additionally, or in an alternative embodiment, STB 105 may, at certain intervals (e.g., periodically) during operation of STB 105, determine whether a self-help widget 130 is currently installed at STB 105, or whether a most recent version of self-help widget 130 is installed at STB 105.
STB 105 downloads a new self-help widget from server(s) 125 (block 505) and installs the downloaded self-help widget (block 510). The new self-help widget may be a first self-help widget downloaded at STB 105 at, for example, the time of STB 105's very first power up, or the new self-help widget may be a most recent version of the widget that is stored at server(s) 125. The self-help widget 130 may be “pushed” from server(s) 125 to STB 105, or STB 105 may “pull” the self-help widget 130 from server(s) 125. When “pushed” from server(s) 125, server(s) 125 may unilaterally initiate the delivery of self-help widget 130 to STB 105. When “pulled” from server(s) 125, STB 105 may request the delivery of self-help widget 130 from server(s) 125.
In another implementation, STB 105 may send a request to server(s) 125 inquiring whether any new self-help videos, or revised versions of existing self-help videos, are available. STB 105 may send a request periodically, or upon the occurrence of certain events (e.g., STB power-up). Upon receipt of the request, server(s) 125 may check to identify the existence of any new self-help videos, or revised versions of existing self-help videos, and may send a notification to STB 105 if any are identified.
STB 105 downloads a new self-help video(s) from server(s) 125, along with a respective error code (block 520). When each self-help video is stored at server(s) 125, a respective error code is stored with the self-help video. The error code is derived from a set of error codes used by operational software of STB 105 to identify the occurrence of errors or problems at STB 105.
STB 105 stores the self-help video(s) in self-help media DB 135 indexed by a respective error code (block 525). For each self-help video downloaded from server(s) 125, STB 105 stores its error code in an error code field 410 of an entry 400 of DB 135, and stores the self-help video in a corresponding self-help media field 420 of DB 135.
The exemplary process of
The exemplary process includes STB 105 identifying whether there is a STB error or problem (block 700). During power-up, or during operation of STB 105, an error or problem may occur at STB 105. The error or problem may involve the actual operation of STB 105, or may involve external conditions or events that impact STB 105 (e.g., STB 105 becomes disconnected from network 115).
STB 105 identifies the specific STB error or problem (block 705). STB 105 may include software that automatically determines the STB error or problem that is occurring, and which automatically assigns an error code to the STB error or problem. For example, a missing Interactive Media Guide (IMG) may be identified with an error code “100,” whereas a failure of DVR unit 260 of STB 105 to record may be identified with an error code “150.” STB 105 may, therefore, include a data structure that maps STB errors or problems to error codes.
STB 105 maps, using self-help media DB 135, the identified STB error or problem to a self-help video (block 710) and retrieves the self-help video from DB 135 (block 715). Using the error code identified in block 705, STB 105 indexes DB 135 to identify an entry 400 storing an error code in field 410 that matches the error code identified it block 705. STB retrieves the corresponding self-help video from self-help media field 420 of the identified entry 400 of DB 135.
STB 105 plays back the retrieved self-help video (block 720).
STB 105 determines if the STB error or problem has been resolved during playback of the self-help video (block 725). By following the corrective steps presented in the self-help video played back by STB 105, user 120 may resolve the STB error such that STB 105 is again operating normally. If the STB error or problem has not been resolved (NO, right side—block 725), then the exemplary process returns to block 705 with STB 105 making another attempt to identify the specific STB error or problem. If the STB error or problem has been resolved (YES—block 725), then the exemplary process may return to block 700 with STB 105 determining whether another, different STB error or problem has occurred.
In an alternative embodiment, if the STB error or problem has not been resolved (NO, bottom—block 725), then STB 105 may initiate the establishment of a Voice over Internet Protocol (VoIP) call with a call center for live assistance in resolving the STB error or problem (block 730). In one implementation in which STB 105 includes an associated microphone for detecting audio from user 120 and a speaker for presenting audio to user 120, the VoIP call may be initiated directly from STB 105 via self-help widget 130. In another implementation, self-help widget 130 at STB 105 may initiate the VoIP call between a known phone (e.g., PSTN, cable, or mobile phone) associated with user 120. Once the VoIP call is established between user 120 and the call center, user 120 can obtain verbal instructions from the operator at the call center for resolving the identified STB error or problem, or the call center operator may refer the user 120 to technical assistance to possibly schedule an in-person visit by a technician.
The exemplary process of
The foregoing description of implementations provides illustration and description, but is not intended to be exhaustive or to limit the invention to the precise form disclosed. Modifications and variations are possible in light of the above teachings or may be acquired from practice of the invention. For example, while series of blocks have been described with regard to
Certain features described above may be implemented as “logic” or a “unit” that performs one or more functions. This logic or unit may include hardware, such as one or more processors, microprocessors, application specific integrated circuits, or field programmable gate arrays, software, or a combination of hardware and software.
No element, act, or instruction used in the description of the present application should be construed as critical or essential to the invention unless explicitly described as such. Also, as used herein, the article “a” is intended to include one or more items. Further, the phrase “based on” is intended to mean “based, at least in part, on” unless explicitly stated otherwise.
In the preceding specification, various preferred embodiments have been described with reference to the accompanying drawings. It will, however, be evident that various modifications and changes may be made thereto, and additional embodiments may be implemented, without departing from the broader scope of the invention as set forth in the claims that follow. The specification and drawings are accordingly to be regarded in an illustrative rather than restrictive sense.
