CN102457777A - Television network problem grading processing method and system and television - Google Patents
Television network problem grading processing method and system and television Download PDFInfo
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Abstract
The invention provides a method for grading and processing television network problems, which comprises the following steps: A. dividing the network problem of the television into a plurality of grades; B. judging the level of the problem and displaying relevant information of the problem when the television has a network problem; C. performing corresponding distribution processing according to the level of the problem; D. the processing result of the problem is acquired, and the distribution processing is performed again after the unsolved problem is raised by one level. The scheme provided by the invention aims at the network problems possibly encountered by the television, and can be quickly submitted to a person suitable for processing through a problem grading mechanism, a problem automatic distribution mechanism and a problem grade automatic promotion mechanism, so that the processing time is shortened, the processing efficiency is improved, the maintenance cost is reduced, and the user experience is promoted.
Description
Technical field
The present invention relates to the internet television technology, relate in particular to a kind of TV network problem hierarchical processing method, treatment system and TV.
Background technology
Recently, network function becomes the basic configuration of TV gradually, has network function, makes the remote maintenance and the remote service that are directed against TV become possibility.But remote maintenance and remote service only just can be carried out under the intact situation of network function.When user's TV can't normally use network function, need to solve earlier network problem.The network problem had here both comprised that the network of television terminal itself was undesired, also comprised the undesired alternately of television set terminal and server end.At this moment, common handling process is: the user dials phone after sale, and the situation of own TV is informed personnel after sale, and personnel carry some simple questions to the user after sale, so that further understand the situation of TV.Fairly simple when the reason that has problems, when the user had certain professional knowledge again, personnel can judge the reason of problem according to the information that the user provides after sale, thereby can guides user carry out simple the reparation, perhaps arranged personnel's on-site maintenance; In the time of more, personnel can't judge the reason of problem according to the information that the user provides after sale, can only the arrangement personnel go to the doorstep to go and find out what's going on.Since out of the picture in advance, when calling, the maintenance personal possibly not carry out perfectly sound preparation, cause repeatedly calling and just can deal with problems.When the reason more complicated that has problems, when exceeding maintenance personal's disposal ability, very possible situation is that the maintenance personal repeatedly goes up behind the door and still can't deal with problems, and can only seek help to corresponding research and development department, maybe be with the TV depot repair.In these cases, the time of maintenance is long, and maintenance cost is high, and user experience is not good.
Summary of the invention
The inventive method provides a kind of TV network problem hierarchy system and hierarchical processing method; Can carry out problem deciding grade and level, distribution to the network problem that TV runs into automatically; Problem in time is submitted in the staff that is fit to handle, avoids the cost too much time of user when solving network problem.
Technical scheme of the present invention is following:
A kind of TV network problem hierarchical processing method may further comprise the steps:
A. the network problem with TV is divided into some grades;
B. the rank of decision problem and show the relevant information of problem when network problem appears in TV;
C. carry out corresponding distribution processor according to the rank of problem.
Described TV network problem hierarchical processing method; Wherein, In said steps A; The network problem of TV is divided into Three Estate according to the degree of difficulty that solves, is respectively user class, level and research and development level after sale, said user class comprises that netting twine does not connect, the IP address is invalid and the busy problem of network.
Described TV network problem hierarchical processing method, wherein, in said step B; If problem is level or research and development levels after sale; The relevant information of said problem comprises error code, if problem is a user class, then the relevant information of said problem comprises error code, error reason and restorative procedure.
Described TV network problem hierarchical processing method, wherein, in said step C; If problem is a user class; Then the relevant information of said problem is shown on TV,, then the relevant information of problem is carried out corresponding distribution processor according to the rank of problem if problem is level or research and development level after sale.
Described TV network problem hierarchical processing method, it comprises that also step: D. obtains the result of problem, and grade of an open question rising is carried out distribution processor once more.
A kind of TV; Comprise: mixed-media network modules mixed-media, processor, remote control receiver module, memory and display module; Said processor links to each other with mixed-media network modules mixed-media, remote control receiver module, memory and display module respectively; Said processor is used for identification can cause the problem that TV can't access server; And from memory, read the relevant information of these problems, or obtain the relevant information that can not cause problem that can't access server from server through mixed-media network modules mixed-media, these information are outputed to display module show.
Described TV, wherein, said TV also comprises the remote control receiver module, is used to receive the remote signal that the user sends through remote controller.
Described TV, wherein, the relevant information of said problem comprises the combination of error code or error code and error reason and restorative procedure.
A kind of TV network problem hierarchical processing system; Comprise: input module, deciding grade and level module, distribution module and feedback module; Said input module is used to provide an interface to receive problem information, and problem information is sent to the deciding grade and level module, and said deciding grade and level module is used for according to the result of retrieval error code table problem being defined the level; And the problem after will defining the level carries out distribution processor through distribution module, and said feedback module receives the result of problem and also points out.
Described TV network problem hierarchical processing system; Wherein, Said system also is provided with status indicator for problem; Said distribution module is provided with the status indicator of problem in handling after problem is carried out distribution processor, said feedback module can't solve for solving maybe according to the status indicator that the result that receives is provided with problem.
Scheme provided by the invention makes TV be directed against the network problem that the user possibly run into; Can be through problem classification mechanism, problem define the level automatically mechanism, the automatic distribution mechanisms of problem and problem grade self-lift system; Be submitted to apace in the staff that is fit to handle; Thereby shorten the processing time, improve treatment effeciency, reduce maintenance cost, promote user experience.
Description of drawings
Fig. 1 is the block diagram of TV preferred embodiments of the present invention;
Fig. 2 is the block diagram of TV network problem hierarchical processing of the present invention system preferred embodiments;
Fig. 3 is the flow chart of TV network problem hierarchical processing method first execution mode of the present invention;
Fig. 4 is the flow chart of TV network problem hierarchical processing method second execution mode of the present invention.
Embodiment
In order to make the object of the invention, technical scheme and advantage clearer,, the present invention is further elaborated below in conjunction with accompanying drawing and embodiment.Should be appreciated that specific embodiment described herein only in order to explanation the present invention, and be not used in qualification the present invention.
Scheme provided by the invention is: the relevant issues that run into when the accesses network for TV; Automatically problem is carried out classification; And set up the automatic distribution mechanisms of problem and the self-lift system of problem grade, cooperate classification mechanism to use, thereby form a problem processing system; The problem that makes is submitted to after the problem processing system, can be submitted to apace to be fit to handle in the staff of this problem.
For the ease of understanding technical scheme of the present invention, to explain in advance at this, the network relevant issues that in embodiments of the present invention terminal equipment possibly run into are divided into user class, level, a research and development levels Three Estate after sale, and concrete stage division is following:
User class: that reason such as the improper or network condition of the network settings of terminal equipment is not good causes, user through shirtsleeve operation with regard to recoverable problem.The problem that belongs to this type of comprises that netting twine does not connect, the IP address is invalid, network is busy etc.In product development and perfecting process, the research and development engineer can form the error code table with these problem classifying and numberings, in table, its class letter is made as user class, and the method for reparation is provided.When this type problem occurring, display digit problem information (being error code) and Chinese problem information on the terminal equipment, and the display message guides user is simply repaired.The user can repair problem with reference to problem information.
Level after sale: do not belong to user class, but in product development with improve and reckoned with the problem that possibly occur and perfect restorative procedure has been arranged in the process.In product development and perfecting process, the research and development engineer can add the error code table with these problem classifying and numberings, in table, its class letter is made as level after sale, and the method for reparation is provided.When this type problem occurring, display digit problem information (being error code) on the terminal equipment, the user need be with this sign indicating number input problem hierarchical processing system; Problem processing system retrieval error code table; After in table, finding this problem, can distribute to relevant personnel after sale according to this problem determination of its class letter for after sale grade; And provide clear and definite problem content and restorative procedure, by personnel's processing to the doorstep after sale.
Research and development levels: product development and improve the problem that does not reckon with in the process has perhaps reckoned with but has not had the problem of perfect restorative procedure, perhaps the problem that need analyze as the case may be of situation complicacy.In product development and perfecting process, the research and development engineer can provide a unified numbering for this type problem, adds the error code table, and its class letter is made as the research and development level.When this type of problem occurs; Display digit problem information (being error code) on the terminal equipment; The user need be with this sign indicating number input problem hierarchical processing system, problem hierarchical processing system retrieves error code table, find this problem after; Can this problem determination be the research and development level according to its class letter, and distribute to relevant research and development engineer and handle.
With reference to figure 1; It is the block diagram of TV preferred embodiments of the present invention; Said TV comprises: mixed-media network modules mixed-media 11, processor 13, remote control receiver module 15, memory 17 and display module 19; Said processor 13 links to each other with mixed-media network modules mixed-media 11, remote control receiver module 15, memory 17 and display module 19 respectively, in order to identification can cause TV can't accesses network on the problem of server, and from memory 17, read the relevant information of these problems; Or obtain the relevant information that can not cause problem that can't access server from server through mixed-media network modules mixed-media 11, then these information are outputed to display module 19 and show.
Said mixed-media network modules mixed-media 11 is that TV and server carry out mutual interface; When occur can not causing can't access server problem the time, mixed-media network modules mixed-media 11 is access server under the control of processor 13, gets access to the relevant information of problem from server; To get access to error code, error reason and restorative procedure to the user class problem; Then can only get access to error code to level, a research and development levels problem after sale, then problem information passed to processor 13, be transferred to display module 19 by processor 13 then.
Said remote control receiver module 15 is used for receiving the remote signal that the user sends through remote controller.In preferred embodiments of the present invention; The user possibly need through the operation of the necessity in the remote controller executive problem repair process; If for example the user has forgotten slotting netting twine; After plugging netting twine according to the prompting of TV, need call through remote controller and obtain the IP option automatically in network settings menu and the choice menus, make TV can normally get access to the IP address.
Said memory 17 is used for the relevant information that preservation can cause the problem that TV can't access server, the user class problem is preserved error code, error reason and restorative procedure, to level, a research and development level problem are then only preserved error code after sale.When appearance can cause can't access server problem the time, processor 13 can be judged the problem kind, and from memory 17, accesses the relevant information of this problem, is transferred to display module 19 then.
Said display module 19 is used for showing that according to the content of processor 13 transmission its content displayed had both comprised the menu that needs show in the problem repair process, also comprises by the problem relevant information of processor 13 from memory 17 or mixed-media network modules mixed-media 11 acquisitions.
For the ease of understanding technique scheme, in these network relevant issues that TV is run into by whether causing TV to be divided into two types by access server:
Cause the problem that TV can't access server for meeting, the judgement of problem and the storage of relevant information all must be accomplished in this locality.In preferred embodiments of the present invention; This type problem is summarized by the research and development engineer in advance; Judge then and accomplish by the processor 13 of TV; Determination methods realizes that by the research and development engineer relevant information of problem is stored in the memory 17 of TV, and when dispatching from the factory, presets in the process of product development.Because TV has the online upgrading function, thereby the interpolation of problem, the renewal of perfect, the relevant information of problem determination methods etc. can be carried out through online upgrading.
For not causing the problem that TV can't access server, the judgement of problem and the storage of relevant information have been placed on server end.The benefit of doing like this is that relevant content can be upgraded easily, need not receive the restriction of TV upgrading frequency.When the television access server, server is judged the problem that takes place according to the information that TV provides, and the relevant information of problem is sent to TV.
Above-mentioned classification and problem stage division of the present invention are not contacted directly, and the judgement that only is used to the problem of distinguishing is to be accomplished or 11 completion of the processor of TV by server, and relevant error message should be stored in the memory 17 that server still is a TV.
With reference to figure 2; Block diagram for TV network problem hierarchical processing of the present invention system; Said system comprises: input module 22, deciding grade and level module 24, distribution module 26 and feedback module 28; Said input module 22 is used to provide an interface to receive error code, and error code is sent to deciding grade and level module 24, and said deciding grade and level module 24 is used for according to the result of retrieval error code table the pairing problem of error code being defined the level; And level problem after sale or the research and development level problem that produces of will defining the level be distributed to after sale or research and develop the engineer through distribution module 26 correspondences, receives the result of feedback by feedback module 28 at last and point out.
The user submits a question to problem system for ease; When finding the network relevant issues; TV is when showing the problem relevant information; Also should the interface message of problem hierarchical processing system be presented on the screen, and remind the user error code to be input to problem hierarchical processing system through this interface.This interface can be a site for service on the Internet; The user also can be the phone of a unartificial service through access websites input error code, and the user is through telephone key-press input error code; Also can be other forms of interface, not do special qualification at this.
Be convenient management; The problems referred to above hierarchical processing system can distribute a unique wrong numbering for the problem of each submission, and simultaneously, system is provided with a status indicator for each problem; Identify the residing state of this problem, in for example handling, solve, can't solve etc. with convenient inquiry.
With reference to figure 3, be the flow chart of TV network problem hierarchical processing method first execution mode of the present invention, said method comprises step:
The rank of S11, decision problem when network problem appears in TV also shows the relevant information of problem, and wherein the relevant information of user class problem comprises error code, error reason and restorative procedure, after sale the only wrong code of relevant information of level and research and development level problem;
S12, the user class problem is handled according to the restorative procedure in the relevant information of problem;
S13, will be after sale the error code of problem of level and research and development level be input to wrong hierarchical processing system;
The status indicator of S14, this problem of mistake hierarchical processing system is set in the processing and the retrieval error code table;
S15, mistake hierarchical processing system judge that according to the result for retrieval of error code table this problem is a level problem or a research and development level problem after sale, and a level problem then gets into step S16 after sale, and a research and development level problem then gets into step S17;
S16, be distributed to problem after sale that personnel handle;
S17, problem is distributed to the research staff handles;
S18, the status indicator of having dealt with problems according to the result setting of problems at different levels.
In issue handling hierarchical processing process; Since some problem maybe user class or after sale the level can't solve; Therefore should also provide the grade self-lift system of problem; Promptly when the reparation personnel of certain one-level can't repair problem, can promote the problem grade automatically, let more senior personnel get involved processing.For the problem of user class,, the user still can't repair after operating according to the prompting of TV, and perhaps the user is unfamiliar with the operation of prompting very much; In the time of can't carrying out, can error code be input in the problem hierarchical processing system through the interface that provides, by system retrieves error code table; After in table, finding this problem, find that this problem is a user class, at this moment; System can be automatically promotes this problem and is level after sale, and distributes to the relevant processing of personnel after sale.For after sale the level problem; When the method that provides in according to the error code table as personnel after sale can't be repaired problem; The status indicator of this problem is made as and can't solves, after system receives this information, automatically problem is promoted to researching and developing level; And this problem is transmitted to the research and development engineer, let the research and development engineer specifically analyze to this problem.
After Fig. 4 is adding problem grade self-lift system, the flow chart of TV network problem hierarchical processing method second execution mode, said method comprises step:
The rank of S21, decision problem when network problem appears in TV also shows the relevant information of problem, and wherein the relevant information of user class problem comprises error code, error reason and restorative procedure, after sale the only wrong code of relevant information of level and research and development level problem;
S22, the user class problem is handled according to the restorative procedure in the relevant information of problem;
Whether S291, the problem that judges whether repair success, are then to forward step S28 to, otherwise forward step S23 to;
S23, will be after sale the error code of problem of level and research and development level be input to wrong hierarchical processing system, at this moment,, also error code is input in the problem hierarchical processing system for not repairing successful user class problem;
The status indicator of S24, this problem of mistake hierarchical processing system is set in the processing and the retrieval error code table;
S25, mistake hierarchical processing system are judged as a research and development level problem according to the result for retrieval of error code table and then change step S27 over to, are judged as after sale the level problem or the user class problem then gets into step S26, by this user class problem are upgraded;
S26, be distributed to problem after sale that personnel handle;
Whether S292, decision problem repair success, are then to change step S28 over to, otherwise change step S27 over to, by this to after sale the level problem upgrade;
S27, problem is distributed to the research staff handles;
S28, according to the result of problems at different levels to the status indicator of having dealt with problems is set.
The difference of above-mentioned second execution mode and first execution mode is: in the user class problem with add determining step in the processing procedure of level problem after sale, whether whether repair successfully decision with the problem upgrading, so that problem finally achieves a solution through decision problem.
Scheme provided by the invention makes TV be directed against the network problem that the user possibly run into; Can be through problem classification mechanism, problem define the level automatically mechanism, the automatic distribution mechanisms of problem and problem grade self-lift system; Be submitted to apace in the staff that is fit to handle, thereby shorten the processing time, improve treatment effeciency; Reduce maintenance cost, promote user experience.
The above is merely preferred embodiments of the present invention, not in order to restriction the present invention, all any modifications of within spirit of the present invention and principle, being done, is equal to and replaces and improvement etc., all should be included within protection scope of the present invention.
Claims (10)
1. TV network problem hierarchical processing method may further comprise the steps:
A. the network problem with TV is divided into some grades;
B. the rank of decision problem and show the relevant information of problem when network problem appears in TV;
C. carry out corresponding distribution processor according to the rank of problem.
2. TV network problem hierarchical processing method according to claim 1; It is characterized in that: in said steps A; The network problem of TV is divided into Three Estate according to the degree of difficulty that solves; Be respectively user class, level and research and development levels after sale, said user class comprises that netting twine does not connect, the IP address is invalid and the busy problem of network.
3. TV network problem hierarchical processing method according to claim 2; It is characterized in that: in said step B; If problem is level or research and development levels after sale; The relevant information of said problem comprises error code, if problem is a user class, then the relevant information of said problem comprises error code, error reason and restorative procedure.
4. TV network problem hierarchical processing method according to claim 3; It is characterized in that: in said step C; If problem is a user class; Then the relevant information of said problem is shown on TV,, then the relevant information of problem is carried out corresponding distribution processor according to the rank of problem if problem is level or research and development level after sale.
5. according to the described TV network problem of arbitrary claim hierarchical processing method in the claim 1 to 4, it comprises that also step: D. obtains the result of problem, and grade of an open question rising is carried out distribution processor once more.
6. TV; Comprise: mixed-media network modules mixed-media, processor, remote control receiver module, memory and display module; Said processor links to each other with mixed-media network modules mixed-media, remote control receiver module, memory and display module respectively; Said processor is used for identification can cause the problem that TV can't access server; And from memory, read the relevant information of these problems, or obtain the relevant information that can not cause problem that can't access server from server through mixed-media network modules mixed-media, these information are outputed to display module show.
7. TV according to claim 6 is characterized in that: said TV also comprises the remote control receiver module, is used to receive the remote signal that the user sends through remote controller.
8. TV according to claim 6 is characterized in that: the relevant information of said problem comprises the combination of error code or error code and error reason and restorative procedure.
9. TV network problem hierarchical processing system; Comprise: input module, deciding grade and level module, distribution module and feedback module; Said input module is used to provide an interface to receive problem information, and problem information is sent to the deciding grade and level module, and said deciding grade and level module is used for according to the result of retrieval error code table problem being defined the level; And the problem after will defining the level carries out distribution processor through distribution module, and said feedback module receives the result of problem and also points out.
10. TV network problem hierarchical processing according to claim 9 system; It is characterized in that: said system also is provided with status indicator for problem; Said distribution module is provided with the status indicator of problem in handling after problem is carried out distribution processor, said feedback module can't solve for solving maybe according to the status indicator that the result that receives is provided with problem.
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| CN105721824A (en) * | 2016-01-28 | 2016-06-29 | 浪潮软件集团有限公司 | Audio-video interaction method, device and system |
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| CN107888447A (en) * | 2017-10-31 | 2018-04-06 | 国网四川省电力公司信息通信公司 | A kind of early meeting graphical display platform of system |
| CN109299361A (en) * | 2018-09-21 | 2019-02-01 | 广州神马移动信息科技有限公司 | The management method and its device, electronic equipment, computer-readable medium of question and answer are reserved in Knowledge Community |
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| CN102457777B (en) | 2015-08-19 |
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