Patent Grant
6989907
1. Field of the Invention
The present invention relates to a response apparatus that notifies a user or a manager of a change in the state of the apparatus and of the occurrence of an event, and a method therefor.
2. Related Background Art
In
As a conventional example, a response apparatus for displaying the status of a printer for a user, and a method therefor will now be described.
When a system employing the conventional technique is activated, first at step S20 response content definition information is initialized to a value shown in
Next, a response apparatus for notifying a user of the receipt of electronic mail and a method therefor will be described as another conventional example.
The response content selection unit 12 acquires response content data that specify whether the Beep ON or the Beep OFF state corresponds to the status obtained by the status acquisition unit 11, and the response content output unit 13 actually sets the Beep ON or OFF (no processing) state.
However, in the case of an apparatus that displays printer statuses for a user, the user must actually look at a computer terminal to ascertain which status is being displayed.
Furthermore, since the momentary status of a printer is regularly displayed in a window, a user must pay the same attention to all responses, regardless of whether they are important, and may miss a very important response.
In addition, since even for a very important status notification the content of a response does not differ from that for a normal status, the importance of a response may not be readily grasped by a user. Also, since all statuses are displayed only by using a window, a user can not intuitively sense the importance of a status announcement.
On the other hand, although a special status announcement, such as “printer buffer abnormality”, is difficult for a user other than a printer maintenance man, etc., to understand, such special status notifications are displayed for all users. As a result, while the import of such a status notification may not be readily grasped by an ordinary user, a printer maintenance man may discount the importance of the announcement since it is also displayed for other, ordinary users, and may neglect to perform required maintenance.
A sensor may erroneously detect “toner running low” because of the surface attitude of the toner, even though plenty of toner remains. That is, since in actuality the remaining toner is not insufficient, the toner may thereafter be gradually reduced, or the surface attitude of toner may be corrected in some way. However, conventionally, even when no correction is required, a response is output upon the detection of the abnormality, so that a user must correct the abnormality while watching the toner as it is reduced.
In addition, a window display can be annoying to a user because as all statuses are shown, statuses that are not of interest to the user are also displayed. For example, in the definitions given under “Output character strings”, the column in the printer status table in
In the case of the above apparatus for notifying a user of the receipt of electronic mail, a user does not have to watch a computer terminal, but must remain in an area within hearing range of a beeping sound generated by the computer terminal. Further, the only provided status constitutes a notification that electronic mail has been received, and when, as with printer statuses, there are a plurality of situations, such as what type of electronic mail has been received, it is difficult to describe the type of electronic mail that has been received using only a beeping sound.
As a result, a beeping sound is generated even for less important electronic mail, and the volume and the tone of the beeping sound does not differ, regardless of the importance of the electronic mail. A user must pay the same amount of attention to the receipt of all electronic mail messages, regardless of whether or not they are important, and may not realize that important electronic mail has been received.
Some systems not only notify users that electronic mail has been received, but also display in a window the subject of the correspondence. However, since the display format is the same regardless of the comparative importance of the electronic mail message, a user can not intuitively identify the important messages that are received.
Furthermore, as only an addressee is notified of the receipt of electronic mail, a person, such as a secretary, who is an agent of an addressee will not be aware that electronic mail has been received. And since a user is notified of the receipt of mail that an agent, such as a secretary, can handle, an extra load is imposed on a user.
As is described above in the prior art, since a response process suitable for the occasion is not selected, a response is output for every occasion. And since the content of responses does not change, a user may not be aware that a response is important. Furthermore, as in every case the same media is employed, a user may not be aware that a response is important, or a user who can not use the media will not receive the response. In addition, as in each case responses are provided for the same addressees, there will be users who receive unnecessary responses and users who do not receive necessary responses. Also, since for every event a response is output at the same time as the event is detected, there are more opportunities for users to receive unnecessary responses, and thus an extra load is imposed on the users.
Moreover, since the response to an obtained status is determined in advance for a system, the difference in the importance of the status to individual users can not be shown, so that a user may not be aware of an important response, and the inconvenience caused by the receipt of an unnecessary response can not be avoided.
In the case of the above apparatus for displaying the status of a printer for a user, the status of the printer is merely displayed for the user, and whether or not the user is aware of the import of the display, or whether or not the malfunction indicated by the displayed status is resolved is not taken into account. Therefore, the malfunction indicated by the status may not be resolved.
When, for example, paper runs out while reference material is being printed for use in a meeting, according to the prior art only the response “there is no paper” is displayed (
In the case of the apparatus for notifying a user of the receipt of electronic mail, a user is merely notified that electronic mail has been received, and there is no provision for determining whether or not the user reads the electronic mail message. Thus, although the electronic mail is received, a user may not be aware that urgent mail has been received.
As is described above, in the prior art, since no consideration is given to whether or not a problem indicated by a response has been resolved, or whether or not a user confirms the response, no countermeasures can be taken when a user is not aware that an important response has been displayed.
In the prior art, since responses are issued even when users are not prepared to recognize or handle them, transmission of unwanted responses will occur and the taking of effective countermeasure will be delayed.
It is, therefore, one objective of the present invention to provide a response apparatus with which a user can receive an adequate response even when he or she does not watch a computer terminal or is not near it, and a method therefor.
It is another objective of the present invention to provide a response apparatus that attracts a user's attention to an important response, and that issues a response only to a user who requires that response and that avoids the issuance of an unnecessary response to a user, and a method therefor.
It is an additional objective of the present invention to provide a response apparatus for which individual users can freely designate response procedures, and a method therefor.
It is a further objective of the present invention to provide a response apparatus that, when a user is not aware of a response or is not prepared to handle the response, uses another method to issue a response to resolve a malfunction, and a method therefor.
It is still another objective of the present invention to provide a response apparatus that can avoid the issuance of a wasteful response when a user is not prepared to handle a response and that can take an effective countermeasure, and a method therefor.
According to one aspect, the present invention, which achieves these objectives, relates to a response apparatus comprising:
According to another aspect, the present invention, which achieves these objectives, relates to a response apparatus comprising:
According to an additional aspect, the present invention, which achieves these objectives, relates to a response apparatus comprising:
According to a further aspect, the present invention, which achieves these objectives, relates to a response apparatus comprising:
According to still another aspect, the present invention, which achieves these objectives, relates to a response method comprising the steps of:
According to a still additional aspect, the present invention, which achieves these objectives, relates to a response method comprising the steps of:
According to a still further aspect, the present invention, which achieves these objectives, relates to a response method comprising the steps of:
According to yet another aspect, the present invention, which achieves these objectives, relates to a response method comprising the steps of:
According to yet an additional aspect, the present invention, which achieves these objectives, relates to a computer-readable storage medium in which is stored a response program for controlling a computer to transmit a response, the program comprising codes for enabling the computer to perform the steps of:
According to yet one further aspect, the present invention, which achieves these objectives, relates to a computer-readable storage medium in which is stored a response program for controlling a computer to transmit a response, the program comprising codes for enabling the computer to perform the steps of:
According to one more aspect, the present invention, which achieves these objectives, relates to a computer-readable storage medium in which is stored a response program for controlling a computer to transmit a response, the program comprising codes for enabling the computer to perform the steps of:
According to still one more aspect, the present invention, which achieves these objectives, relates to a computer-readable storage medium in which is stored a response program for controlling a computer to transmit a response, the program comprising codes for enabling the computer to perform the steps of:
Objectives and advantages other than those discussed above will become apparent to those skilled in the art during the course of the description of preferred embodiments of the invention that follows. In the description, reference is made to accompanying drawings, which form a part thereof and which illustrate an example of the invention. Such example, however, is not an exhaustive recital of the various embodiments of the invention, and reference is therefore made to the claims that follow the description for a determination of the scope of the invention.
The preferred embodiments of the present invention will now be described in detail while referring to the accompanying drawings.
Operating features of a first embodiment are the acquisition of the status of a printer, the preparation of response content information having a form suitable for electronic mail, and the transmission of the printer status by electronic mail. Another operating feature is the employment of data for the preparation of response content information when preparing response content information that consists of an opening sentence, text and a closing sentence. An additional operating feature is the employment of data for the output of response content to output response information consisting of a mail header, mail text and a mail footer.
<Example Arrangement of System>
The information processing system comprises a central processing unit (hereinafter referred to as a CPU) 1 and units connected to the central processing unit 1. The CPU 1 controls the individual units and executes various programs. An output device 2 outputs processing results obtained by the information processing system, and is, for example, a display or a printer. The output device 2 has a status 2a that represents its individual status. This status is acquired and referred to by the information processing system.
An input device 3 is used to input an operating instruction, and is, for example, a keyboard or a pointing device. A memory unit 4 is constituted by a ROM or a RAM in which are stored data for the processing steps in this embodiment (control procedures for the CPU 1). The data stored in the memory unit 4 are read and processed by the CPU 1.
The memory unit 4 includes a response content definition information memory area 4a, in which are stored definitions of response contents relative to statuses; a status information memory area 4b, in which is stored such status information as the status 2a that is acquired for the output device 2; a response content selection information memory area 4c, in which is stored a selected response content; a response content information memory area 4d, in which is stored response content information that has been prepared; a response output information memory area 4e, in which is stored response output information that is to be output; and a program load area 4f, into which a program from an external memory unit 5 is loaded.
The external memory unit 5 can be a hard disk on which is stored a large quantity of information, such as a dictionary; or a portable memory medium, such as a floppy disk. The external memory unit 5 includes a response content definition information memory area 5a, in which are stored definitions of response contents related to the statuses; and a status acquisition module 5b, a response content selection module 5c, a response information preparation module 5d and a response information output module 5e that respectively implement the functions of a status acquisition unit 71, a response content selection unit 72, a response information preparation unit 73 and a response information output unit 74, all of which will be described later.
<Processing Configuration>
The status acquisition unit 71 acquires the status of an external machine, such as a printer or a facsimile machine, and the status of the system. The response content selection unit 72 refers to the acquired status information and selects the response contents. Then, in consonance with the selected response contents, the response content preparation unit 73 prepares response information using an appropriate expression method. The response information output unit 74 outputs the prepared response information to an addressee.
The individual units in
When the system in the first embodiment is activated, at step S80 the response content definition information is initialized to values shown in
<Status Acquisition Unit 71>
When the status acquisition unit 71 is activated, at step S101 status 2a of the output device 2 is stored in a variable “state.” At step S102 a check is performed to determine whether or not the variable “state” is a valid status defined in
If the status 2a at the output device 2 is the status “upper cartridge copy paper out”=11, this is a valid status defined in
<Response Content Selection Unit 72>
When the response content selection unit 72 is activated, at step S121 an output character string, which corresponds to the variable “state” for status information acquired by the status acquisition unit 71, is stored in the variable “sentence”, by referring to the response method definition information 4a in
When, for example, the variable “state” for status information acquired by the status acquisition unit 71 is status “upper cartridge copy paper out”=11, this status is a valid output character string defined in
<Response Information Preparation Unit 73>
When the response information preparation unit 73 is activated, at step S141 response content information is initialized as a blank output character string. At step S142 a character string (16a in
Following this, at step S143 information (16b in
Finally, at step S144 a character string (16c in
<Response Information Output Unit 74>
When the response information output unit 74 is activated, at step S181 response output information is initialized as a blank character string. At step S182 a character string (20a in
Then, at step S183 response content information (20b in
At step S185 the response output information prepared by employing the above procedures is transmitted by electronic mail to an addressee.
[Modification of First Embodiment]
Although a response related to a single status is explained in the first embodiment, a plurality of error statuses that occur at the same time may be acquired, and response information may be prepared and output.
When, for example, a plurality of errors, such as the lack of toner and paper, occur, or when errors occur simultaneously at a plurality of devices, such as the printers A and B in
To prepare response information, a response content preparation rule may be employed. As a result, expressive response information can be prepared.
The electronic mail employed in the first embodiment can be replaced by a telephone as the medium employed for responding, and response information may be prepared in a form suitable for transmission over the telephone and then may be output by telephone. To do this, information included in response information in the first embodiment need only be prepared as voice information. The mail header in the first embodiment may be replaced by a phase, such as “Hello”, which is an appropriate telephone response.
In this case, since an addressee is a telephone, when an error occurs, a response can be transmitted immediately. Further, response information can be transmitted without requiring an addressee to aggressively perform an operation. In addition, when a portable telephone is used as the telephone for an addressee, a correct response can immediately be transmitted to an addressee.
In the first embodiment, a management system can be regarded as a response addressee, and response information can be prepared in a form suitable for the management system and transmitted thereafter to the management system. A database system or a file management system can be employed as such a management system.
In addition, in the first embodiment, an addressee may be a home page, and response information may be prepared in a form suitable for the home page and be posted on the home page. Thus, an unspecified majority of people can obtain information concerning the status, such as the occurrence of an error.
Furthermore, in the first embodiment, response information may be prepared in a form suitable for sound, and may be output by sound. To do this, each item of information included in the response information in the first embodiment may be prepared as voice information, or voice synthesization may be performed for response information that is prepared as a character string.
Further, in the first embodiment, a pocket bell (pager) may be regarded as an addressee, and response information may be prepared in a form suitable for the pager, and thereafter may be transmitted to the pager. To do this, response information need only be prepared by using character types and a character count to enable transmission to the pager. Additional response information may be acquired by making a call after response information has been received by the pager.
Moreover, in the first embodiment, a facsimile machine may be determined as an addressee, and response information may be prepared in a form suitable for a facsimile machine and be transmitted by facsimile. In this case, it is best that a facsimile invoice to be added before the response information.
According to the above described embodiment, even when a user does not watch a computer monitor or is not nearby, the user can expeditiously receive a response.
Operating features of a second embodiment are referring to status-response method corresponding data, the determination in consonance with an acquired printer status as to whether a response should be output, the selection of response contents, the selection of a response medium, the selection of a response addressee, and the selection of a response timing.
<Example Arrangement of System>
In the memory unit 4, a response method definition information memory area 4g is used to store definitions for response methods related to statuses, and a response method selection information memory area 4h is used to store a selected response method. A response content information memory area 4i is used to store response content information that has been prepared, and a previous status information memory area 4j is used to store status information that was previously acquired.
In the external memory unit 5, a response method definition information memory area 5f is used to store definitions for response methods related to statuses, and a response method selection module 5g includes a program for implementing the function of a response method selection unit 75, which will be described later.
<Processing Configuration>
When the status of an external machine, such as a printer or a facsimile machine, or the status of the system is acquired by a status acquisition unit 71, a response method selection unit 72 refers to the acquired status information and selects a response method. Then, in consonance with the selected response method, a response information preparation unit 73 prepares response information using a satisfactory expression method. A response information output unit 74 outputs prepared response information to an addressee using the selected response method.
The individual units in
When the system in this embodiment is activated, at step S231 the response method definition information is initialized to the values shown in
At step S233, the status acquisition unit 71 acquires a printer status indicating the status of a printer, and stores it in a status information memory area 4b. At step S234 the variable “state” for the status information is compared with the variable “BeforeState”. When the two variables differ, program control moves to step S235. The variable “state” is stored in the variable “BeforeState”, and the current time is stored in the variable “BeforeTime”. Program control then moves to step S236. When the two variables match, program control goes from step S234 directly to step S236.
At step S236 the response method selection unit 75 acquires a response method corresponding to the status stored in the status information memory area 4b by referring to the response method definition information in
At step 240, in consonance with the response method selection information, the response information preparation unit 73 prepares response information using an expression method suitable for the selected medium, and stores the response information in the response content information memory area 4d. At step S241 the response information output unit 74 outputs the prepared response information to the selected media. Program control then returns to step S233, and the processing is repeated.
An explanation will be given for when, at step S233, status “upper cartridge copy paper out”=11 is acquired. As was previously described, various data used in this embodiment are initialized when the system is activated.
Since the currently obtained status and a value stored in the variable “BeforeState” always differ, at step S234 it is ascertained that state≠BeforeState, program control moves to step S235, whereat status “upper cartridge copy paper out” status=11 is stored in the variable “BeforeState”, and the current time (e.g., 9:30) is stored in BeforeTime. Then, at step S236 a response method corresponding to status=11 in
An explanation will now be given for when, at step S233, status “upper cartridge OUT”=10 is acquired. Assuming that status=11 is stored in the variable “BeforeState”, at step S234 it is ascertained that state≠BeforeState, and program control moves to step S235. At step S235, status “upper cartridge OUT”=10 is stored in the variable “BeforeState”, and the current time (e.g., 9:45) is stored in BeforeTime. When, at step S236, a response method corresponding to status=10 in
An explanation will be given when, at step S233, status “toner remaining 10%”=33 is acquired. Assuming that status=10 is stored in the variable “BeforeState”, at step S234 it is ascertained that state≠BeforeState, and program control moves to step S235. At step S235 status “tone remaining 10%”=33 is stored in BeforeState, and the current time (e.g., 10:00) is stored in BeforeTime.
Following this, when, at step S236, a response method corresponding to status=33 in
An explanation will now be given for when, ten minutes after the above case, status “toner remaining 10%”=33 is acquired at step S233. Since status=33 is stored in the variable “BeforeState”, at step S234 it is ascertained that state=BeforeState, and program control moves to step S236. When, at step S236, a response method corresponding to status=33 in
<Status Acquisition Unit 71>
<Response Method Selection Unit 75>
When the response method selection unit 75 is activated, at step S251 an output character string, which corresponds to the variable “state” for status information acquired by the status acquisition unit 71, is stored in the variable “sentence” by referring to the response method definition information in
At step S254 whether or not to reply to variable “state” for the status information acquired by the status acquisition unit 71 is designated, and the results are stored in the variable “exec” by referring to the response method definition information in
At step S256 a designated response timing, a designated response content, a designated response media and an addressee, which are acquired by the status acquisition unit 71 and correspond to the variable “state”, are stored in the variables “timing”, “contents”, “media” and “direct” by referring to the response method definition information in
When status “upper cartridge copy paper out”=11 is stored in the variable “state” for status information acquired by the status acquisition unit 71, a corresponding output character string defined in
When status “upper cartridge copy paper out”=11 is stored in the variable “state” for status information acquired by the status acquisition unit 71, a reply is designated. Thus, other designated response methods are acquired, and the value “reply” is returned. Processing is thereafter terminated. When status “upper cartridge OUT”=10 is stored in the status information variable “state”, no reply is designated, and a value for “no replay” is returned. Processing is thereafter terminated.
<Response Information Preparation Unit 73>
When the response information preparation unit 73 is activated, at step S271 response content information is initialized as blank character strings, and at step S272 a character string corresponding to an “opening sentence” is added to the response content information by referring to the response content preparation information in
At step S273 program control branches by referring to designations for the response contents that are stored in the variable “contents” for the response method selection information that is selected by the response method selection unit 72. When the response content is designated to be important, program control moves to step S274 whereat a character string corresponding to “important expression sentence” is added to the response content information. When the response content is designated urgent, program control goes to step S275 whereat a character string corresponding to “urgent expression sentence” is added to the response content information. When the response content is designated as normal, no particular process is performed and program control advances to step S276.
At step S276 program control branches by referring to designations for an addressee that is stored in the variable “direct” for response method selection information that is selected by the response method selection unit 72. When an assistant is designated as an addressee, program control moves to step S277, whereat a character string corresponding to “assistant response sentence” is added to the response content information. When a manager is designated as an addressee, program control goes to step S278, whereat a character string corresponding to “manager response sentence” is added to the response content information (17c in
At step S279, a character string corresponding to “notice sentence” is added to the response content information by referring to the response content preparation information in
At step S280 information in the variable “sentence” for the response method selection information stored in the response method selection unit 72 is added to the response content information (16e in
At step S281 a character string corresponding to “closing sentence” is added to the response content information by referring to the response content preparation information in
An explanation will now be given for an example where the status returned from the status acquisition unit 71 is status “upper cartridge copy paper remaining 10%”=13. The response content designated in the variable “contents” for the response method selection information, which is selected by the response method selection unit 72, is “ordinary”, and an address designated in the variable “direct” is a “user”. Therefore, at either step S273 or S276, no character string is added to the response content information. Then, the information “copy paper running low” in the variable “sentence” is added to the response content information (16e in
Now, an explanation will be given for another example where the status returned from the status acquisition unit 71 is status “toner remaining 10%”=33. The response content designated in the variable “contents” for the response method selection information that is selected by the response method selection unit 72 is “ordinary”, and an address designated in the variable “direct” is an “assistant”. Thus, at step S273 no character string is added to the response content information, but at step S276 the character string “in printer located near entrance”, which corresponds to an assistant response sentence, is added to the response content information (17c in
<Response Information Output Unit 74>
When the response information output unit 74 is activated, at step S311 response output information is initialized as a blank character string. At step S312 a character string corresponding to a “Mail header” is added to the response output information by referring to the information for the preparation of response output information in
At step S313 program control branches by referring to a designated addressee stored in the variable “direct” for the response method selection information that is selected by the response method selection unit 72. When an assistant is designated as an addressee, program control moves to step S314 whereat a character string corresponding to “Mail assistant sentence” is added to the response content information. When a manager is designated as an addressee, program control moves to step S315 whereat a character string corresponding to “Mail manager sentence” is added to the response content information. When a user is designated as an addressee, program control moves to step S316 whereat a character string corresponding to “Mail user sentence” is added to the response content information (20b in
At step S317 the response content information returned from the response information preparation unit 73 is added to the response output information (20c in
Finally, at step S319 the response output information thus prepared is transmitted as electronic mail.
An explanation will now be given for an example where a status returned from the status acquisition unit 71 is status “toner remaining 10%”=33. An “assistant” is an addressee designated in the variable “direct” for the response method selection information that is selected by the response method selection unit 72. Thus, at step S313 character string “To Taro Joshu <joshu@xxx.yyy.co.jp>”, which corresponds to a “Mail assistant sentence”, is added to the response content information (20b in
[Modification of Second Embodiment]
The status defined as response method definition information in which the status and a response method correspond to each other may also include a combination of a plurality of statuses. Further, the response methods for the individual statuses are employed to construct a rule for a response method for a combination of a plurality of statuses.
In addition, a status defined in the response method definition information in which the status and the response method correspond to each other may include a change in the status as time elapses. A plurality of statuses that occur at the same time may be included.
In a case where a plurality of errors, such as lack of toner and paper, occur at the same time, these errors may be regarded as critical errors, even though each of the errors is regarded as merely an ordinary error, or a response timing may be changed.
Different types of languages may be defined in the response method definition information, and may be selected in consonance with an acquired printer status while referring to the response method definition information. For example, the native languages of users may be registered and the native language of an addressee user may be selected.
In addition, a detailed explanation may be selected in consonance with an acquired printer status, while referring to the response method definition information. Explanations that are given may differ, for example, for common users and for a manager and an assistant.
Furthermore, a re-response method may be selected in consonance with an acquired printer status, while referring to the response method definition information, or to the number of re-responses may be selected.
As is described in the first embodiment, a telephone, a management system, a home page, a voice, a pocket bell or a facsimile machine may be used as a response medium.
According to the above described embodiment, since a response method that is appropriate for a status is selected, the focus of a user's attention is increased for an important response, and since a response is transmitted only to an appropriate user, the transmission of an unwanted response can be avoided.
Operating features of a third embodiment are that, in consonance with each printer status, a user designates in advance, as a status-response method corresponding data (response method definition information), a need for a reply, a response content, a response medium, a response addressee and a response timing, and that, in consonance with an acquired printer status, the status-response method corresponding data are referred to in order to determine the need for a reply, a response content, a response medium, a response addressee and a response timing. The status-response method corresponding data is used to indicate individual statuses. Another feature is the employment of electronic mail as an available response media.
<Example Arrangement of System>
In the external memory unit 5, a response method designation module 5h is a program for implementing a function of a response information designation unit 76, which will be described later.
<Processing Configuration>
The processing in
At step S363 an operation performed by a user is examined. When an operation for “response method designation” is initiated, at step S364 a response method designation process is performed.
Among the individual units in
<Response Method Designation Unit 76>
When the response method designation unit 76 is activated, at step S371 the response method definition information 4g in
At step S372, information defined in the Defwork is displayed in a printer status-response method corresponding definition window in
When an operator depresses the button “response setup”, program control goes to step S378, whereat a response method corresponding to a designated status is defined. When an operator depresses the button “OK”, program control goes to step S375. At step S375 information in the memory area “Defwork” is stored in the response method definition information, and at step S376 a window is erased and the processing is thereafter terminated. When an operator performs the other process, program control goes to step S377, whereat a process corresponding to the other entry is performed, and program control then returns to step S372 to again display a window. When, for example, status “toner remaining 10%” in the operating portion is selected using a mouse to designate the status, the display is inverted so that the operator understands that the portion has been selected.
At step S378 the definition of the response method for the status that is designated during the processing is displayed using the response method corresponding definition designation window in
The setups for the response method that is currently defined are provided with black circles, and the other setups that can be re-defined are provided with white circles. The value of a designated time is indicated as the article “Timing” in the response method. This window further includes a button “OK” for establishing a designated definition and returning to the original printer status-response method corresponding definition window, and a button “cancel” for canceling a designated definition and returning to the original window.
When an operator depresses button “OK”, program control moves to step S381. At step S381 information in the memory area “Defwork” is updated by the displayed setup, and at step S382 the window is erased. Program control thereafter returns to step S372. When an operator depresses the button “cancel”, program control goes to step S382, whereat the window is erased, and returns to step S372. When an operator preforms the other process, program control moves to step S383, whereat a process corresponding to the other entry is performed, and returns to step S378, whereat the window is again displayed. When “important” is selected as a response content by using a mouse, for example, the white circle is changed to a black circle to indicate that the portion has been selected, and the previously designated portion is changed from a black circle to a white circle.
The window that is altered by the above described operation by an operator is shown in
[Modification of Third Embodiment]
In the third embodiment, the selection articles in the second embodiment may be designated. In other words, the type of language, a detailed explanation, the conditions for a response, a re-response method, and the number of re-responses may be designated.
In the above described embodiment, since individual users can freely designate a response method, the focus of a user's attention is increased for an important response, and since a response is transmitted only to an appropriate user, the transmission of an unwanted response can be avoided as much as possible.
Operating features of a fourth embodiment are that whether or not as the result of a response a malfunction has been resolved is evaluated, and that a response is retransmitted using another method when a user does not notice a response or when a user is not prepared to handle the response.
<Example Arrangement of System>
In the memory unit 4, a re-response method definition information memory area 4k is employed to store definitions of a limitation method for a re-response method when a response fails, and a response result evaluation information area 41 is employed to store a definition for status information at the normal time relative to acquired status information.
In the external memory unit 5, a response result evaluation module 5k is a program for implementing the function of a response result evaluation unit 77, which will be described later. A re-response method definition information memory area 5i is employed to store a definition for a limitation method of a re-response method when a response fails, and a response result evaluation information memory area 5j is employed to store a definition of status information at the normal time relative to acquired status information.
<Processing Configuration>
The individual units in
When a system according to the fourth embodiment is activated, at steps S421 to S425 the same processes are performed as are performed at steps S231 to S235 in
At step S434 whether or not a problem is resolved as the result of the response is evaluated. When, at step S434, the response was successful, no process is performed and program control returns to step S423.
At step S435 the re-response count is incremented by one, and program control then returns to step S427. The re-response method is acquired by referring to the re-response method definition information in
<Status Acquisition Unit 71>
Since a status acquisition unit 71 in this embodiment is the same as that in the second embodiment, no explanation for it will be given.
<Response Method Selection Unit 72>
In the fourth embodiment, when the response method selection unit 72 is activated, at step S4301 the re-response count is checked. When the re-response count is other than 0, the re-response method selection process at step S4302 is performed, and a re-response method is selected. The processing is thereafter terminated.
When the re-response count is 0, program control moves to step S4303 and the re-response method definition information 4k is initialized as is shown in
Since the following steps S4304 to S4309 are the same as the steps S251 to S256 in
<Response Information Preparation Unit 73, Response Information Output Unit 74>
Since a response information preparation unit 73 and a response information output unit 74 are the same as those in the second embodiment, no explanation for them will be given.
<Response Result Evaluation Unit 76>
When the response result evaluation unit 76 is activated, at step S441 the current time is stored in the variable “BeforeTime”. At step S442 the response result evaluation information in
At step S443 a printer status indicating the status of the printer is acquired, and is stored in the status information. At step S444 the status information variable “state” is compared with the variable “NormalState”. When both variables differ, program control moves to step S445. When the variables match, “reply success” is ascertained, and the processing is terminated.
At step S445 the time stored in the variable “BeforeTime” is compared with the current time to determine whether or not a predetermined time has elapsed following a response. When a predetermined time has elapsed, “reply failure” is ascertained and the processing is terminated. When a predetermined time has not yet elapsed, program control returns to step S443 to repeat the check.
An explanation will now be given for a case where the status returned at step S433 is the status “upper cartridge copy paper out”=11. Assuming that the time at which the response information output unit 74 outputs a response corresponding to that status is 17:45:15, at step S441 that time is stored in the variable “BeforeTime”. At step S442 the response result evaluation information in
After, at step S443, the status is acquired and there is no change in status because, for example, a user who received a response has performed no action, the acquired status information is not changed from value 11 (“upper cartridge copy paper out”) when the response is output. Therefore, when as a comparison at step S444, variable “state”=11 and variable “NormalState”=1 differ, program control goes to step S445 to determine how much time has elapsed since the response. Whether or not a predetermined time, e.g., five minutes in this embodiment, has elapsed is determined, and when five minutes have not elapsed, program control returns to step S443 to determine whether the status has changed. When five minutes or longer have passed, it is assumed that a user has not noticed a response or is not prepared to handle the response. The processing is thus terminated as “replay failure”.
When within a predetermined time a user who received a response, or another user, resolves a problem indicated in the status information, or when a problem is naturally resolved for some reason, at step S444 the variable “state” and the variable “NormalState” are equal. The processing is therefore terminated as “reply success”. When a user who received a response or another user adds paper in an upper cartridge, the status information acquired by the status acquisition unit 71 is status “printing standby stage”=1. Then, at step S444 variable “state”=1 and variable “NormalState”=1 are equal, so that the processing is terminated as “reply success”.
In the response result evaluation information used in this example, the normal value is status “printing standby stage”=1, relative to all the acquired status information. However, different values may be provided for status information. For example, the same thing can be applied in a case where the normal value for the above status information “upper cartridge copy paper out” is either a value for “upper cartridge copy paper remaining 5%” or a value for “upper cartridge copy paper remaining 10%”.
<Re-Response Method Selection Process>
After the re-response definition selection process is initiated at step S4302, first, at step S461 articles for re-response method definition information 4k, which correspond to the variables “contents”, “media” and “direct” for response method selection information of the current response, are invalidated (
As a result, at step S462 a check is performed to determine whether or not a preferential response addressee corresponding to the variable “direct” is valid. When the response addressee is valid, program control goes to step S465. When the response addressee is invalid, program control moves to step S463.
At step S463, the preferential response addressee, which is the head of the re-response method definition information 4k, is stored in the variable “direct”. At step S464 a check is performed to determine whether or not the variable “direct” is valid. When the variable “direct” is valid, program control goes to step S465. When the variable “direct” is invalid, the processing is terminated as “no reply”. That is, when all the response methods defined in the re-response definition information 4k are attempted, and when all the response methods fail, no further response attempt is made, and it is assumed that a re-response is impossible.
At step S465, the head of a valid, available medium, which corresponds to the variable “direct” in the re-response definition information 4k, is stored in the variable “medium”, and the processing is terminated as “reply”.
An explanation will now be given for the re-response selection process when a response with an addressee=“assistant” and employed medium=“mail” fails. The response method definition information 4g, obtained immediately after the re-response method selection process is initiated, is initialized as a valid value, as is shown in
Further, when the re-response and its failure are repeated and all the usable media for the preferential addressee=“assistant” are invalidated, the preferential addressee=“assistant” is also invalidated. Thus, “user”, the valid preferential addressee, which is the head of the re-response method definition information, is stored in the variable “medium”, and “mail”, which is a corresponding usable medium, is stored in the variable “medium”, and the processing is terminated as “reply”.
In addition, when the re-response and its failure are repeated and all the combinations of the most preferential addressees and usable media are invalidated, no more combinations for a re-response are found. The processing is then terminated as “no reply”.
Since, in this example, no definition for the variable “contents” is provided in the re-response method definition information 4k, the value at the time of activation is returned unchanged.
According to the above described embodiment, whether or not a problem can be resolved as the result of a response is evaluated. Therefore, even if a user does not notice the response or can not take action to cope with the response, a response is retransmitted by another method, so that the problem can be resolved.
Operating features of the fifth embodiment are that, after the transmission of a response, a status to the effect that a user has or has not confirmed the response is acquired, and that even when a user does not notice the response or can take no action to cope with the response, the response is retransmitted using another method.
<Example Arrangement of System>
<Processing Configuration>
The processing in the fifth embodiment, mainly the processing performed by the response addressee status acquisition unit 78, will now be described in detail.
First, since the overall processing for the fifth embodiment is substantially the same as that for the fourth embodiment, the flowchart in
In
<Response Addressee Status Acquisition Unit 78>
When the response addressee status acquisition unit 78 is activated, first, at step S511 the current time is stored in the variable “BeforeTime”. At step S512 a check is performed to determine whether mail has been transmitted by a user. When mail is received from a user, program control advances to step S513. When no mail is received, program control goes to step S514.
At step S513 whether or not the received mail is an evaluation object for the response addressee status acquisition unit 78 is determined by referring to Subject 30a of the received mail. In this flowchart, a check is performed merely to determine whether a character string following Subject: is the same as “Re:Printer Status”. When the character string matches, the received mail is determined to be an evaluation object, and program control moves to step S515. When the character strings do not match, the received mail is determined to be mail other than an evaluation object, and program control goes to step S514.
At step S514 the time stored in variable “BeforeTime” is compared with the current time to determine whether or not a predetermined period of time has elapsed following a response. When a predetermined time has elapsed, “continuation of response” is determined, and the processing is terminated. When a predetermined time has not yet elapsed, program control returns to step S512 to repeat the check.
At step S515 the received mail is examined for a Keyword (“will attend”). If the Keyword is found, at step S516 “end of response” is determined, and the processing is terminated. When no Keyword is found, “continuation of response” is determined, and the processing is terminated.
An explanation will now be given for a case where mail shown in
In addition, an explanation will be given for a case where mail is not transmitted from a user relative to the above described response. At step S512, it is ascertained that no reply has been received. Program control moves to step S514, whereat how much time has elapsed since the response was output is determined. That is, whether or not a predetermined time, e.g., five minutes in this embodiment, has elapsed is determined. When five minutes have elapsed, program control returns to step S512, whereat whether or not mail has been received is determined. When five minutes or longer has elapsed, it is assumed that a user did not notice a response or was not prepared to handle the response, and the processing is terminated as “continuation of response”.
For a case where mail “Will not attend”, which differs from mail in
[Modification of Fifth Embodiment]
In the fifth embodiment, a status indicating whether an addressee user has confirmed a response is examined. Before a response is transmitted, a status indicating whether or not an addressee user can confirm a response and handle it may be acquired in order to avoid wasteful response transmission and to take an effective countermeasure.
According to the above described embodiment, whether or not a problem is resolved as a result of a response is determined. Therefore, even when a user did not notice a response or can not take an action to cope with the response, the response is retransmitted by another method, so that a problem can be resolved.
In the above embodiment, a reply from an addressee user is confirmed before the retransmission of a response, and a status as to whether or not the user can handle the response is acquired. Therefore, the wasteful transmission of a response can be avoided and an effective countermeasure can be taken.
The present invention can be applied either for a system that is constructed by a plurality of apparatuses (e.g., a host computer, an interface device, a reader and a printer) or for an apparatus including a single device.
The following is also included within the scope of the present invention: in order to operate various devices to implement functions in the above embodiments, software program code for implementing the functions in the previous embodiments are supplied to a computer in an apparatus or in a system that is connected to various devices, and in consonance with the program, the computer in the system or the apparatus operates the devices to accomplish the functions in the above embodiments. In this case, the program code read from a memory medium accomplishes the functions of the above described embodiments. And the program code and means for supplying the program code to the computer, e.g., a memory medium on which such program code is recorded, constitute the present invention.
A memory medium for supplying such program code can be, for example, a floppy disk, a hard disk, an optical disk, a magneto optical disk, a CD-ROM, a CD-R, a magnetic tape, a nonvolatile memory card, or a ROM.
In addition, not only for a case where the functions in the previous embodiments can be performed when program code is read and executed by the computer, but also for a case where, according to an instruction in the program code, an OS (Operating System) running on the computer, or another application software program, interacts with the program code to accomplish the functions in the above embodiments, this program code can be included in the embodiments of the present invention.
Furthermore, the present invention includes a case where program code, read from a memory medium, is written in a memory that is mounted on a function expansion board inserted into a computer, or in a function expansion unit connected to a computer, and in consonance with a program code instruction, a CPU mounted on the function expansion board or the function expansion unit performs one part, or all of the actual processing in order to implement the functions in the above described embodiments.
When the present invention is applied for the above memory medium, program code corresponding to the previously described flowcharts is stored in the memory medium. In short, the individual modules in the system arrangement diagram in, for example,
Although the present invention has been described in its preferred form with a certain degree of particularity, many apparently widely different embodiments of the invention can be devised without departing from the spirit and the scope thereof. It is to be understood that the invention is not limited to the specific embodiments thereof except as defined in the appended claims.
| Number | Date | Country | Kind |
|---|---|---|---|
| 8-332096 | Dec 1996 | JP | national |
| 8-332097 | Dec 1996 | JP | national |
| 8-332102 | Dec 1996 | JP | national |
| 8-332103 | Dec 1996 | JP | national |
| 8-332104 | Dec 1996 | JP | national |
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| Number | Date | Country |
|---|---|---|
| 657846 | Jun 1995 | EP |
