JP3914039B2 - Electronic device remote monitoring system - Google Patents

Description

【００２９】
オペレータは、上述のような通報の詳細等を知らせる画面で通報の内容や関連情報を確認し、応急処置の連絡等のために顧客先１００と電話連絡をとる必要があるかどうか判断する。ここで、通報の詳細を知らせる画面には、顧客先１００の電話番号等の通信先の情報と共に、その通信先に対して通信要求を行うためのボタンあるいはリンク等が表示されている。例えば、図５に示すContact person’s nameである。
そして、オペレータが顧客先１００と電話連絡をとる必要があると判断した場合に、そのボタンあるいはリンク等をクリックすると、クライアント２１０は常駐しているＩＰ電話ソフトウェアを起動して電話機能を活性化する。そして、クリックした通信先（ここでは電話番号とする）をパラメータとして、サーバ２４０に、接続すべきＩＰ電話ゲートウェイ７００のＩＰアドレスの問い合わせを行う。
【００３０】
サーバ２４０は、クライアント２１０からの問い合わせに対し、適切なＩＰ電話ゲートウェイ７００（例えば顧客先１００の電話番号と同一区域のＩＰ電話ゲートウェイ）を選択し、そのＩＰアドレスを返答する。返答を受けたクライアント２１０は、そのＩＰアドレスのＩＰ電話ゲートウェイ７００に対し、顧客先１００の電話番号をパラメータとして発呼パケットを送信する。
その発呼パケットを受信したＩＰ電話ゲートウェイ７００は、発呼パケットに記述された電話番号で公衆網６００に対して発呼する。すると、公衆網６００に接続された顧客先１００の電話端末１６０が鳴動する。相手が電話に出ると、ＩＰ電話ゲートウェイ７００は、クライアント２１０に接続パケットを送る。
【００３１】
この結果、矢印▲６▼で示すように、クライアント２１０−ＩＰ電話ゲートウェイ７００−電話端末１６０の間で双方向のリアルタイム音声通信が確立し、クライアント２１０のオペレータは、ブラウザでＨＴＭＬファイル形式の状態情報を閲覧しながら、公衆網６００に接続された電話端末１６０に出た顧客先１００の担当者と対話することができる。クライアント２１０側では、この対話にはクライアント２１０に接続されているマイクとスピーカを用いる。
この対話で通報の原因となった障害等が解決した場合には、電話端末１６０との通信の切断後、通報に対する処理を終了する。この場合には、オペレータによる終了指示の後、通報として受信した状態情報にその旨の情報を付加し、通報履歴として状態情報データベース２６０に蓄積するようにするとよい。
【００３２】
対話で障害等が解決しなかった場合、あるいはクライアント２１０のオペレータが対話をする必要がないと判断した場合にも、対応をサービス拠点の担当者に依頼することができる。ここで、通報の詳細を知らせる画面には、顧客先１００を担当するサービス拠点４００の名前と共に、そのサービス拠点４００に対して通報への対応を依頼するためのボタンあるいはリンク等（例えば図５のSO）が表示されている。
そこで、クライアント２１０のオペレータがそのボタンあるいはリンク等をクリックすると、依頼連絡要求が生成される。そして、サービス拠点４００のクライアント４１０がこの依頼連絡要求を受けると、クライアント４１０に通報の詳細情報を送信する。
【００３３】
サービス拠点４００のクライアント４１０もクライアント２１０と同様にＩＰ電話ソフトウェアとＨＴＭＬファイルのブラウザを常駐させており、矢印▲７▼で示すようにサーバ２４０とサービス拠点４００のサーバ４４０を介して依頼連絡要求を受けると、サービス拠点のクライアント４１０はＷＷＷページのポップアップ画面でクライアント４１０のオペレータに通知する。この場合の画面は、図４に示したような、クライアント２１０の場合と同様のものでよい。
依頼連絡要求を受けたクライアント４１０は、ブラウザを使用して図３の矢印Ａに示すように遠隔監視センタ２００のサーバ２４０のＷＷＷページにアクセスし、認証を受ける。認証が完了すると、クライアント４１０が受信した通報の詳細情報から通報元の画像形成装置の機種と機番とを抽出し、サーバ２４０に対してその装置に関する情報の検索を要求する。サーバ２４０は、この要求に応え、矢印Ｂで示すように状態情報データベース２６０にアクセスして機種と機番をキーとして検索を行い、ヒットしたデータを、ブラウザで閲覧可能なＨＴＭＬ形式のファイルに編集し、矢印Ａで示すようにクライアント４１０に送信する。
【００３４】
クライアント４１０は、このファイルの内容をブラウザによって表示し、オペレータはその表示されたデータによって通報元の装置の状況を判断する。
通報元の顧客先１００と電話によって対話して応急措置の方法等を伝える必要があると判断した場合には、クライアント２１０について説明した場合と同様に、通報の詳細を知らせる画面に表示されている顧客先に対して通信要求を行うためのボタンあるいはリンク等をクリックする。このクリックがあると、クライアント２１０について説明した場合と同様な手順で、クライアント４１０−ＩＰ電話ゲートウェイ７００−電話端末１６０の間で双方向のリアルタイム音声通信（矢印Ｃ）を確立することができる。ただし、ＩＰアドレスの問い合わせはサーバ４４０に対して行う。
【００３５】
このような処理により、クライアント４１０のオペレータは、ブラウザでＨＴＭＬファイル形式の状態情報を閲覧しながら、公衆網６００に接続された電話端末１６０に出た顧客先１００の担当者と対話することができる。
この対話で通報の原因となった障害等が解決した場合には、電話端末１６０との通信の切断後、通報に対する処理を終了する。この場合には、オペレータによる終了指示の後、受信した状態情報にその旨の情報を付加し、通報履歴としてサーバ２４０に送信し、状態情報データベース２６０に蓄積させるようにするとよい。
【００３６】
クライアント４１０のオペレータが、顧客先１００へのサービスマンの派遣が必要と判断した場合には、ブラウザで閲覧しているページに表示されているボタンのクリックあるいは専用ソフトの起動により、顧客先１００の近くに出向いているサービスマンの情報を検索する。この検索は、ＰＨＳによる位置情報、ＧＰＳ（全地球測位システム）による位置情報、或いは登録されているスケジュール情報等を利用して行うことができる。この検索処理は、サーバ４４０が行うとよい。
検索でヒットしたサービスマンがいる場合には、サーバ４４０に登録されているそのサービスマンの情報と、そのサービスマンの持つ携帯電話等の通信装置への通信要求を指示するためのボタンあるいはリンク等を含むＨＴＭＬ形式のファイルが作成され、ページとしてブラウザによって表示される。ここで、サービスマンの情報は、最も近くにいるサービスマンのみを表示するようにしてもよいし、候補を何人か表示するようにしてもよい。
【００３７】
クライアント４１０のオペレータが、通話を希望するサービスマンに対応するボタンあるいはリンク等をクリックすると、上述した電話端末１６０への場合と同様の処理により、クライアント４１０−ＩＰ電話ゲートウェイ７００−サービスマンの携帯電話等の間で双方向のリアルタイム音声通信（矢印Ｄ）を確立することができる。このような処理により、クライアント４１０のオペレータは、ブラウザでＨＴＭＬファイル形式の状態情報を閲覧しながら、公衆網６００に接続された携帯電話に出たサービスマンと対話することができる。そして、サービスマンに、異常の発生した顧客名、機種機番、設置場所、通報の理由等の情報を対話によって連絡し、派遣の手配を行うことができる。何らかの理由によりそのサービスマンが通報への対処を行えない場合には、同様に別のサービスマンと連絡を取る。
サービスマンの派遣手配が完了すると、サービス拠点でのその場での通報への対応処理は終了する。この場合には、オペレータによる終了指示の後、サービスマンによる対処の終了後にオペレータがその結果の情報を付加して通報履歴としてサーバ２４０に送信し、状態情報データベース２６０に蓄積させるようにするとよい。
【００３８】
なお、サービスマンが通報元の画像形成装置の詳細な情報を必要とする場合には、矢印Ｅのように所持する端末装置５００から遠隔監視センタ２００のサーバ２４０にアクセスして認証を受けることにより、サーバ２４０によって状態情報データベース２６０を検索させ、ヒットした情報をＨＴＭＬ形式のファイルに変換させて送信させ、端末装置５００に備えるブラウザで表示して閲覧することができる。
このことにより、サービスマンは、クライアント４１０のオペレータとの対話で得た情報とサーバ２４０から得た情報とにより、通報元の画像形成装置の状況を的確に把握することができ、不具合に対する適切な対応を行うことができる。
【００３９】
このような画像形成装置の遠隔監視システムによれば、監視対象である顧客先１００の画像形成装置１２０，１３０が取得した状態情報を遠隔監視センタ２００で一元的に管理すると共に、障害の発生やユーザからの通報等、対応が必要な場合には遠隔監視センタ２００のクライアント２１０のオペレータに即座に通報することができるため、速やかな対応を行うことができる。
また、遠隔監視センタ２００では対応できない場合でも、即座にサービス拠点４００のオペレータに依頼連絡を行うと同時に通報の内容や装置の稼動状態を知らせることができるため、サービス拠点４００からサービスマンの派遣や復旧の支援を行う場合に、対象の装置の状態の変動や障害の発生状況を把握することができ、対応を効率的に行うことができる。
【００４０】
また、通報の内容表示画面の操作によって遠隔監視センタ２００のクライアント２１０やサービス拠点４００のクライアント４１０と顧客先１００の電話端末１６０との間で通信を行うことができるので、顧客先１００の担当者との迅速なコミュニケーションが可能になり、迅速かつ適切な対応を行うことができる。
さらに、これらの情報の授受を通信網を利用して行うことにより、多くの装置を監視する場合のシステム全体の設備費用や運用費用を低減することができる。また、この実施形態で説明したように、ＷＷＷ，インターネット，ＴＣＰ／ＩＰ，ＨＴＴＰ，ＦＴＰ，ＨＴＭＬ等の既存の技術を利用してデータの授受や表示を行うようにすれば、既存のインフラストラクチャーを活用してシステムの設備，設計コストの低減や構築工程の短縮を図ることができる。クライアント２１０，４１０，サーバ２４０，４４０，監視装置１４０に汎用のＰＣを用いるようにすることでも、同様な効果を得られる。
【００４１】
また、状態情報を蓄積する状態情報データベース２６０を検索する手段を設ければ、異常等の発生した画像形成装置の稼動状態及び障害等発生時の状況が迅速かつ正確に把握できるため、それをもとに障害発生の兆候を発見し、適切な予防保守点検を実施することができ、サービスマンの訪問を効率的に行わせて保守コストを低減させることができる。
また、検索した情報をサービスマンの持つ端末に送信して表示させることができるようにすれば、修理や保守等の対応を行う際に、適格な情報を入手でき、サービスマンが顧客先で効率的な作業を行うことができる。
監視対象の画像形成装置に、自己診断機能により異常を検知する手段と、事前警告が必要な状態を検知する手段と、遠隔通報キーによる操作を検知する手段と、用紙の使用状況を検知する手段を設けることにより、装置の稼動状態及び生涯発生時の状況を迅速かつ適切に把握することができ、障害の兆候を発見して適切な予防保守点検を実施することもできる。
【００４２】
ところで、上述した実施形態では、遠隔監視センタ２００のクライアント２１０やサービス拠点４００のクライアント４１０は、ＩＰ電話ゲートウェイ７００を介して顧客先１００の電話端末１６０との間で双方向のリアルタイム音声通信を行う例について説明した。このようにすれば、監視担当者と顧客先の担当者との間で円滑に意思の疎通が図れ、操作の効率化及び生産性の向上を行うことができる。
しかし、この構成は必須ではなく、例えば通信先として電子メールアドレスを指定し、顧客先１００の監視装置１４０に電子メールでメッセージを送信する等してもよい。また、音声通信を行う場合でも、顧客先の監視装置１４０にもＩＰ電話ソフトウェアを常駐させると共にマイクとスピーカを設け、クライアント２１０，４１０と監視装置１４０の間で通信を行うようにしてもよい。この場合には、ＩＰ電話ゲートウェイ７００及び公衆網６００を介する必要はなく、通信にかかるコストをさらに低減することができる。
また、サーバ２４０，４４０に、顧客先１００の監視装置１４０あるいは電話端末１６０からの電話による通信要求に応答する手段を設けてもよい。この場合に、実際に応答はクライアント２１０，４１０に転送し、そのオペレータが行うようにしてもよい。
【００４３】
また、ここでは、遠隔監視センタ２００とサービス拠点４００を別々に設け、両方にサーバとクライアントを設ける例について説明したが、かならずしもこのようにする必要はなく、遠隔監視センタ２００とサービス拠点４００とを同一の場所に設け、装置も共用するようにしてもよい。
また、サーバとクライアントをそれぞれ汎用のコンピュータで構成する例について説明したが、情報処理やアプリケーションの実行は全てサーバで行い、クライアント側では入力と出力（画面表示や音による）のみを行うようなシステム構成としてもよい。
なお、以上の実施形態では、この発明を適用した画像形成装置の遠隔監視システムについて説明したが、この発明はこれに限られるものではなく、スキャナ等の画像読取装置や、ネットワークに接続可能な家電製品等も含むその他の電子装置の監視システムにも同様に適用できるものであることはもちろんである。
【００４４】
【発明の効果】
以上説明してきたように、この発明の電子装置の遠隔監視システムによれば、監視対象である顧客先の装置が取得した状態情報を遠隔監視センタで一元的に管理すると共に、障害の発生やユーザからの通報等、対応が必要な場合には遠隔監視センタの担当者に即座に通報することができるため、速やかな対応を行うことができる。
また、遠隔監視センタでは対応できない場合でも、即座にサービス拠点の担当者に依頼連絡を行うと同時に通報の内容や装置の稼動状態を知らせることができるため、サービス拠点からサービスマンの派遣や復旧の支援を行う場合に、対象の装置の状態の変動や障害の発生状況を把握することができ、対応を効率的に行うことができる。
また、遠隔監視センタのクライアントやサービス拠点のクライアントと顧客先の電話端末との間で通信を行うことができるので、顧客先の担当者との迅速なコミュニケーションが可能になり、迅速かつ適切な対応を行うことができる。
さらに、これらの情報の授受を通信網を利用して行うことにより、多くの装置を監視する場合のシステム全体の設備費用や運用費用を低減することができる。
【図面の簡単な説明】
【図１】この発明の電子装置の遠隔監視システムの実施形態である、画像形成装置の遠隔監視システムの構成を示すシステム構成図である。
【図２】その遠隔監視システムにおけるデータの流れを説明するための説明図である。
【図３】その遠隔監視システムにおけるデータの流れを説明するための別の説明図である。
【図４】その遠隔監視システムにおけるデータの表示について説明するための説明図である。
【図５】同じくデータの表示例を示す図である。
【符号の説明】
１００，１００ａ，１００ｂ：顧客先
１１０ａ，１１０ｂ：ワークステーション
１２０，１３０：画像形成装置 １４０：監視装置
１５０，２５０，４５０：ＬＡＮ １６０：電話端末
２００：遠隔監視センタ
２１０ａ，２１０ｂ，２１０ｃ：クライアント
２４０：サーバ ２６０：状態情報データベース
３００：インターネット ４００：サービス拠点
４１０ａ，４１０ｂ：クライアント ４４０：サーバ
５００ａ，５００ｂ，５００ｃ，５００ｄ：端末装置
６００：公衆網 ７００：ＩＰ電話ゲートウェイ[0001]
BACKGROUND OF THE INVENTION
The present invention relates to a remote monitoring system for an electronic device that efficiently monitors the state of an electronic device such as an image forming apparatus having a self-diagnosis function from a remote location, and in particular, monitors the electronic device using communication via a communication network. The present invention relates to a remote monitoring system for electronic devices.
[0002]
[Prior art]
In recent years, many electronic devices including home appliances that can be connected to a network and exchange information with the outside have appeared. Among them, in particular, a network is increasingly used to construct an environment for using OA equipment. For example, it is widely performed that an image forming apparatus such as a printer is connected to a network and shared by a plurality of workstations that are also connected to the network. Furthermore, in a complex image forming apparatus having many functions such as document scanning, printing, and facsimile transmission, in addition to operations from a network-connected workstation as described above, it is the same as a stand-alone apparatus. Also used by direct operation.
[0003]
Conventionally, as a system for maintenance and monitoring of such an image forming apparatus, a remote system that performs monitoring by connecting a management apparatus installed in an online service center or the like and an image forming apparatus using a public line is known. Monitoring systems are known. This remote monitoring system is realized by an image forming apparatus, an interface apparatus connected to the image forming apparatus, and a management apparatus connected to the interface apparatus via a public line. For example, a modem is used as the interface device.
According to such a remote monitoring system, a plurality of image forming apparatuses installed at remote locations can be centrally managed by a host machine installed at one place, and the usage status of each image forming apparatus is tabulated. For example, and monitoring the occurrence of a failure in the image forming apparatus.
[0004]
[Problems to be solved by the invention]
However, in such a remote monitoring system, since a modem and a public line are used, there is a problem that a cost for using the public line is generated for monitoring. As the number of devices to be monitored increases, the burden increases.
In such a remote monitoring system, in an environment where the image forming apparatus is connected to a local area network and shared by a plurality of workstations connected to the local area network, the state of the image forming apparatus is efficiently There is also a problem that it cannot be monitored automatically.
[0005]
By the way, as a conventional maintenance work for an electronic apparatus such as an image forming apparatus, a predetermined time according to a service manual (every time the count value of the image forming number counter increases by a certain number or once every two months, Every 3 months, etc., at regular intervals, etc.) A service person visits the installation location of the equipment uniformly to perform regular maintenance, and in the event of a failure, a service person is dispatched to the customer to restore Has been done.
In such maintenance work, the dispatched service person has no particular means of grasping the status of the components of the equipment, the status of the equipment as a whole, changes in the usage status, and the occurrence status of faults. There is a problem that the maintenance work and the recovery work must be performed by relying on the service person's own empirical judgment, and the efficiency is poor.
[0006]
The present invention solves such a problem, and enables a monitoring system for monitoring an electronic apparatus such as an image forming apparatus connected to a network to collect information such as an operation state and occurrence of a defect at a low cost. Objective. It is another object of the present invention to enable efficient service response by a service person or the like by making it possible to grasp a change in the state of the entire electronic device or the occurrence of a failure.
[0007]
[Means for Solving the Problems]
  In order to achieve the above object, a remote monitoring system for an electronic device according to the present invention, an electronic device, a monitoring device for monitoring the operating state of the electronic device, and remote monitoring for collecting and managing monitoring information by the monitoring device Center deviceWithAn electronic device remote monitoring system, wherein the electronic device is connected to the monitoring device via a network,A remote notification key for the user to instruct a report to the remote monitoring center device;The operating state of the electronic device,Operation of the remote notification key,Status detection means for acquiring status information such as abnormality occurrence information, and status notification means for transmitting the status information to the monitoring device via the network, wherein the monitoring device is status information transmitted from the electronic device. Receiving means, monitoring means for monitoring the contents of the state information, editing means for editing the contents of the state information,When it is determined that the monitoring means has received status information including information indicating that an abnormality has occurred or the remote notification key has been operated,Status information transmission means for transmitting the status information edited by the editing means to the remote monitoring center device via a communication network, and the remote monitoring center device comprises remote monitoring server means and remote monitoring client means. The remote monitoring server means includes means for receiving status information transmitted from the monitoring device via the communication network, and means for transmitting the status information in response to a request from another device. The remote monitoring client means includes a display means for displaying the status information received by the remote monitoring server means, and a specified communication destination via the communication network in accordance with an operation on the status information displayed by the display means. Communication request means for making a communication request,The remote monitoring center device further includes:If the status information received from the monitoring device includes information indicating an abnormality of the electronic device, means for displaying the information as notification information on the display means of the remote monitoring client means, and the notification information by the means Means for displaying status information received from the monitoring device on the remote monitoring client means in accordance with an instruction from the remote monitoring client meansAnd havingIt is characterized by that.
  Remote monitoring system for such electronic devicesA service base device that supports the provision of services such as dispatch of service personnel based on information managed by the remote monitoring center device, and the service base device includes a service base server means and a service base client means. A display for displaying the status information received by the service base server means on the service base client means, provided with a communication means for exchanging information with the remote monitoring server means of the remote monitoring device; And a communication request means for making a communication request to the designated communication destination via the communication network in accordance with an operation on the status information displayed by the display means, and the remote monitoring center device includes the monitoring device. Information that indicates an abnormality of the electronic device is included in the status information received from When that effect was displayed as notification information to the display unit of the monitoring client unit, it may be provided with means for displaying the report information to the service center client unit according to an instruction from the remote monitoring client unit.
[0008]
  further,Input to the remote monitoring client means and the service base client means is a voice communication means for performing voice communication with the communication destination requested by its own communication request means, and voice transmitted by the voice communication means. A microphone and a speaker that outputs sound received by the sound communication means may be provided.
  Further, the remote monitoring server means and the service base server means may be World Wide Web (WWW) servers.
  Furthermore, the communication network may be the Internet.
  Also, transmission control is performed for communication between the electronic device and the monitoring device, communication between the monitoring device and the remote monitoring center device, and communication between the remote monitoring center device and the service base device. Protocol / Internet protocol (TCP / IP) may be used.
[0009]
The state information may be transferred by a hypertext transfer protocol (HTTP) or a file transfer protocol (FTP).
Further, the remote monitoring center device may be provided with storage means for storing the status information, and the storage means may be means for storing the status information as information described in a hypertext description language (HTML) format.
Further, the remote monitoring center device or / and the service base device may be provided with a search means for searching for status information stored in the storage means.
[0010]
Further, the remote monitoring center device or the service base device provided with the search means is provided with means for transmitting the search result by the means to a pre-registered terminal device, and the terminal device includes at least communication means. And display means for displaying information received by the communication means.
Here, the terminal device may be a portable terminal device, and may be configured of, for example, a notebook personal computer and a communication unit using a mobile phone or a PHS (Personal Handyphone System).
Each of the display means of the remote monitoring client means and the service base client means displays the contents of the status information stored in the storage means on a display screen created according to a file described in HTML format. It is good to have.
[0011]
  The electronic apparatus may be an image forming apparatus such as a printer, a copier, or a facsimile machine.
  In such a remote monitoring system for an electronic device, the state detection means detects at least a means for detecting an abnormality by a self-diagnosis function, a means for detecting a state requiring a prior warning, and an operation of a remote notification key. Means and means for detecting the usage status of the paper may be provided.
  The monitoring device may be constituted by a general-purpose computer.
  Said remote monitoring server meansas well asRemote monitoring client aboveAll of the meansA general-purpose computer may be used.
[0012]
DETAILED DESCRIPTION OF THE INVENTION
Preferred embodiments of the present invention will be described below with reference to the drawings.
[System configuration example: Fig. 1]
First, the configuration of a remote monitoring system for an image forming apparatus, which is an embodiment of a remote monitoring system for an electronic apparatus according to the present invention, will be described. FIG. 1 is a system configuration diagram showing the configuration of the remote monitoring system.
This remote monitoring system is a system for monitoring the image forming apparatuses 120 and 130 which are electronic apparatuses connected to a local area network (LAN) 150 at the customer customers 100a and 100b shown in FIG. In addition, about the customer 100a and the customer 100b of FIG. 1, the same code | symbol is attached | subjected to the equivalent apparatus. Moreover, in the following description, the structure shown with the code | symbol which attached | subjected the subscripts, such as a and b, is demonstrated using the code | symbol which does not attach a subscript as those generic names.
[0013]
At the customers 100a and 100b, workstations 110a and 110b, image forming apparatuses 120 and 130, and a monitoring apparatus 140 are connected to the LAN 150.
The workstation 110 has various applications installed on a general-purpose personal computer (PC). The workstation 110 issues commands to the image forming apparatuses 120 and 130 to create documents (tables and tables) that are created or received from other apparatuses. An image including an image etc.) can be formed.
The image forming apparatus 120 includes an image reading unit using a scanner, an electrophotographic image forming unit, and a facsimile communication unit using a public line (not shown), and these functions are combined to function as a copying machine, a printer, a scanner, and a facsimile machine. It is a digital multi-function machine that can fulfill these functions.
[0014]
And various sensors etc. which detect an own operation state, generation | occurrence | production of abnormality, etc. are provided, and the status information which is information, such as an own operation state and abnormality generation, is acquired by detection results of these sensors. These sensors are state detection means, at least means for detecting an abnormality by a self-diagnosis function, means for detecting a state that requires a prior warning, means for detecting an operation by a remote notification key, and the usage status of paper Detecting means. Here, the remote notification key is a key for the user to directly report to a remote monitoring center, and is provided in the operation unit of the image forming apparatus 120.
Further, the image forming apparatus 120 can also transmit the acquired status information to the monitoring apparatus 140 via the LAN 150. This operation can be performed by causing the control unit of the apparatus to function as a status reporting unit.
[0015]
The image forming apparatus 130 is a printer that forms an image in accordance with image data input via the LAN 150, and includes a state detection unit and a state notification unit in the same manner as the image forming apparatus 120.
The monitoring device 140 has various applications installed on a general-purpose PC, and has communication means for exchanging information with other devices via the Internet 300 which is a communication network by FTP and HTTP. In addition, status information transmitted from the image forming apparatuses 120 and 130 via the LAN 150 can be received, and the contents can be edited and transmitted to the server 240 of the external monitoring center 200 by communication means. These processes can be performed by the CPU executing an installed application program.
In addition to these devices, the customer terminal 100 is provided with a telephone terminal 160 connected to the public network 600, and can communicate with the outside by telephone.
[0016]
The remote monitoring center 200 monitors the image forming apparatuses 120 and 130 based on the status information sent from the monitoring apparatus 140 of the customer 100. In this remote monitoring center 200, clients 210a, 210b, 210c and a server 240 connected to each other via a LAN 250 are installed, and all these devices constitute a remote monitoring center device.
The server 240 is a remote monitoring server means, is connected to the Internet 300, has a function as a WWW server, and can create a screen described in hypertext and provide information to other devices. However, it can be configured by installing an appropriate application on a general-purpose PC. Then, the status information sent from the monitoring device 140 is received and stored in the status information database 260 by a storage means such as a hard disk. Further, when there is a request from another device such as the client 210 or the server 440 of the service base 400, the state information is read out from the state information database 260 and transmitted accordingly.
[0017]
The client 210 is a terminal that is operated by an operator who responds to an abnormality report in the remote monitoring center. The client 210 is a remote monitoring client unit in which various applications are installed on a general-purpose PC, and includes a display unit that displays status information received by the server 240. Here, the CPU and the display function as the display means. Further, the communication request means for making a communication request to the designated communication destination is provided, voice communication means for performing voice communication with the communication destination, and a microphone and a speaker as the voice input / output means. It also has. The microphone and the speaker are not limited to the built-in ones and may be external ones. Further, the communication request unit and the voice communication unit are realized by an application that causes the CPU to function as these units.
[0018]
The communication request means is means for requesting the IP telephone gateway 700 to communicate with the telephone number of the telephone terminal 160 of the customer 100 designated as the communication destination via the Internet 300. Upon receiving a request from the client 210, the IP telephone gateway 700 makes a call to the telephone terminal 160 via the public network 600, establishes communication with the client 210 that has requested communication, and uses voice. Enable two-way real-time communication.
[0019]
In response to an instruction from the remote monitoring center 200, the service base 400 actually performs maintenance / restoration work such as dispatch of a service person. In this service base 400, clients 410a and 410b and a server 440 connected to each other via a LAN 450 are installed, and all of these apparatuses constitute a service base apparatus.
The server 440 is a service base server means, and is a general-purpose PC connected to the Internet 300 and similar to the server 240 having a function as a WWW server. Information can be exchanged via the server 240 of the remote monitoring center 200 and the Internet 300.
[0020]
The client 410 is a terminal that is operated by an operator who responds to an abnormality report or dispatch of a service person at a service base. The client 410 is a service base client unit in which various applications are installed on a general-purpose PC, and includes a display unit that displays status information received by the server 440. Here, the CPU and the display function as the display means. Further, similarly to the client 210 of the remote monitoring center 200, a communication request unit, a voice communication unit, a microphone, and a speaker are provided.
The remote monitoring system includes these image forming apparatuses 120 and 130, a monitoring apparatus 140, a remote monitoring center apparatus, and a service base apparatus. Of these, the monitoring device 140, the server 240 of the remote monitoring center 200, and the server 440 of the service base 400 are connected via the Internet 300, and can communicate using TCP / IP which is an Internet standard communication protocol. it can.
[0021]
In this remote monitoring system, status information acquired by the image forming apparatuses 120 and 130 is edited into an HTML format file before being transmitted via the Internet 300 as will be described later. This is performed by a protocol such as HTTP or FTP that handles multimedia information in which data and graphic data are mixed.
In addition, as shown in FIG. 1, terminal devices 500a, 500b, 500c, and 500d that are connected to the Internet 300 and can perform communication by TCP / IP are prepared, and clients 410a and 410b are connected to these terminal devices. It is preferable that information such as status information can be transmitted. Then, the terminal device 500 is carried by a serviceman or the like. The terminal device 500 includes at least communication means and display means such as a display for displaying information received by the communication means. For example, the terminal device 500 is portable by connecting a mobile phone or a PHS communication means to a notebook PC. It can be configured as a possible terminal.
[0022]
[Operation example: FIGS. 2 to 5]
Next, an operation example of this remote monitoring system will be described. FIG. 2 is an explanatory diagram for explaining the data flow in the remote monitoring system, FIG. 3 is another explanatory diagram for explaining the data flow in the remote monitoring system, and FIG. 4 is a diagram of data in the remote monitoring system. FIG. 5 is an explanatory diagram for explaining display, and FIG. 5 is a diagram showing a display example of data.
In the remote monitoring system for the image forming apparatus described above, the image forming apparatuses 120 and 130 to be monitored installed at the customer 100 are self-diagnosed abnormality information, advance warning information, remote notification key pressed, and used paper size by the state detecting means. When the status information such as the information on the number of used sheets is acquired, the status information is transmitted to the monitoring device 140 via the LAN 150 as indicated by an arrow (1) in FIG.
[0023]
The monitoring device 140 receives this status information and determines whether the received status information is self-diagnosis abnormality information or a remote notification key is pressed. If the status information is self-diagnosis abnormality information or a remote notification key is pressed, the received status information (including abnormality details) and the status information of the latest operating status are edited into an HTML format file. Thereafter, a connection request is made to the server 240 of the remote monitoring center 200 via the Internet 300. This connection request is performed by designating the URL (Uniform Resource Locator) of the server 240. When the connection is established, the status information edited in the HTML format file is displayed as indicated by the arrow (2) in FIG. Send to server 240.
[0024]
When the state information is prior warning information, the time at which the warning should be performed is stored, and when the time is reached, the state information is transmitted in the same manner as described above.
When the status information is simply information on the operating state that does not require notification to the remote monitoring center 200, it is stored in an external storage device such as a hard disk (not shown) according to the type of status information, and the next status information is received. The image forming apparatuses 120 and 130 are continuously monitored. The storage of the state information may be performed for each monitoring target.
Then, the stored state information is periodically edited into an HTML format file, and transmitted to the server 240 of the remote monitoring center 200 as the operation information of the image forming apparatuses 120 and 130 as described above.
[0025]
When receiving the status information from the monitoring device 140, the server 240 of the remote monitoring center 200 stores and accumulates the status information in the status information database 260 as indicated by the arrow (3). The status information is stored as information created in a language that handles multimedia information provided using an HTML format file, that is, WWW.
On the other hand, the server 240 determines whether the received status information is a report of abnormality or a report by a remote report key, and if it is any of them, the report is sent to the client 210 as shown by an arrow (4). Notify that it has been received.
[0026]
The client 210 includes Internet telephone (IP telephone) software for performing voice communication (telephone communication) via the Internet 300, and browsing software (WWW browser function) for browsing home page data (HTML file) on the server 240. When the above notification is received from the server 240, a pop-up screen of a WWW page indicating that fact is displayed to notify the operator.
This screen is, for example, the main screen shown in FIG. 4, and displays some information for displaying information indicating that there was a report, and details of the report and the latest operation status of the reporting source device. The button is displayed. Here, when the operator clicks, for example, a button for displaying the details of the failure by operating the mouse or the like, the client 210 accesses the status information database 260 as shown by arrow (5) to acquire detailed information on the failure, The result is displayed as a failure information screen, for example, as shown in FIG. This access is actually performed via the server 240.
[0027]
In addition to this, by clicking other buttons, as shown in FIG. 4, the customer information screen, call detail screen, call history screen, etc. can be displayed in the same manner. Buttons may be provided, or the display contents of these screens may be appropriately determined as necessary. For example, when a self-diagnosis abnormality report is received, the contents as shown in FIG. 5 are displayed on the failure information screen. Table 1 shows the contents of each item of the display.
[0028]
[Table 1]

[0029]
The operator confirms the content of the report and related information on the screen for notifying the details of the report as described above, and determines whether or not it is necessary to make a telephone contact with the customer 100 for the emergency treatment. Here, on the screen for informing the details of the report, a button or a link for making a communication request to the communication destination is displayed together with information on the communication destination such as the telephone number of the customer 100. For example, the contact person's name shown in FIG.
When the operator determines that it is necessary to make a telephone contact with the customer 100, when the button or link is clicked, the client 210 activates the resident IP telephone software and activates the telephone function. . Then, the server 240 is inquired of the IP address of the IP telephone gateway 700 to be connected, using the clicked communication destination (here, the telephone number) as a parameter.
[0030]
In response to the inquiry from the client 210, the server 240 selects an appropriate IP telephone gateway 700 (for example, an IP telephone gateway in the same area as the telephone number of the customer 100) and returns the IP address. Upon receiving the response, the client 210 transmits a call packet to the IP telephone gateway 700 of the IP address using the telephone number of the customer 100 as a parameter.
The IP telephone gateway 700 that has received the call packet makes a call to the public network 600 using the telephone number described in the call packet. Then, the telephone terminal 160 of the customer 100 connected to the public network 600 rings. When the other party answers the call, IP telephone gateway 700 sends a connection packet to client 210.
[0031]
As a result, as indicated by arrow (6), two-way real-time voice communication is established between the client 210, the IP telephone gateway 700, and the telephone terminal 160, and the operator of the client 210 uses the browser to obtain status information in the HTML file format. The user can interact with the person in charge of the customer 100 who comes out to the telephone terminal 160 connected to the public network 600. On the client 210 side, a microphone and a speaker connected to the client 210 are used for this dialogue.
If the trouble that caused the notification is resolved in this dialog, the communication with the telephone terminal 160 is disconnected and the processing for the notification is terminated. In this case, after the end instruction by the operator, information indicating that is added to the status information received as a report, and it may be stored in the status information database 260 as a report history.
[0032]
Even if the failure or the like is not solved by the dialogue or the operator of the client 210 determines that the dialogue is not necessary, the person in charge at the service base can be requested to respond. Here, on the screen for notifying the details of the report, the name of the service base 400 in charge of the customer 100 and a button or link for requesting the service base 400 to respond to the report (for example, FIG. 5). SO) is displayed.
Therefore, when the operator of the client 210 clicks the button or link, a request communication request is generated. When the client 410 at the service base 400 receives this request communication request, it sends detailed information about the report to the client 410.
[0033]
Similarly to the client 210, the client 410 of the service base 400 also has the IP telephone software and the browser of the HTML file resident, and as shown by the arrow (7), a request communication request is made via the server 240 and the server 440 of the service base 400. Upon receipt, the client 410 at the service base notifies the operator of the client 410 with a pop-up screen on the WWW page. The screen in this case may be the same as that of the client 210 as shown in FIG.
The client 410 that has received the request communication request uses the browser to access the WWW page of the server 240 of the remote monitoring center 200 as shown by arrow A in FIG. When the authentication is completed, the model and model number of the image forming apparatus as a report source are extracted from the detailed information of the report received by the client 410, and the server 240 is requested to search for information regarding the apparatus. In response to this request, the server 240 accesses the status information database 260 as indicated by the arrow B, searches using the model and model number as a key, and edits the hit data into an HTML file that can be viewed with a browser. Then, as shown by the arrow A, the data is transmitted to the client 410.
[0034]
The client 410 displays the contents of this file with a browser, and the operator determines the status of the reporting source device based on the displayed data.
When it is determined that it is necessary to communicate with the customer 100 of the reporter by telephone and to tell the first aid method, etc., the message is displayed on the screen informing the details of the report as in the case of the explanation for the client 210. Click the button or link to make a communication request to the customer. When this click is made, bi-directional real-time voice communication (arrow C) can be established between the client 410, the IP telephone gateway 700, and the telephone terminal 160 in the same procedure as described for the client 210. However, the IP address inquiry is made to the server 440.
[0035]
By such processing, the operator of the client 410 can interact with the person in charge of the customer 100 who has appeared at the telephone terminal 160 connected to the public network 600 while browsing the status information in the HTML file format with a browser. .
If the trouble that caused the notification is resolved in this dialog, the communication with the telephone terminal 160 is disconnected and the processing for the notification is terminated. In this case, after the end instruction by the operator, information indicating that is added to the received status information, and it is transmitted to the server 240 as a report history and stored in the status information database 260.
[0036]
When the operator of the client 410 determines that a service person needs to be dispatched to the customer 100, the client 100 can be selected by clicking a button displayed on the page viewed by the browser or starting up dedicated software. Search for information on service personnel who are nearby. This search can be performed using position information by PHS, position information by GPS (Global Positioning System), registered schedule information, or the like. This search process is preferably performed by the server 440.
If there is a serviceman who has been hit by the search, information on the serviceman registered in the server 440 and a button or link for instructing a communication request to a communication device such as a mobile phone possessed by the serviceman An HTML format file is created and displayed as a page by the browser. Here, the serviceman information may display only the nearest serviceman or may display some candidates.
[0037]
When the operator of the client 410 clicks a button or a link corresponding to the service person who wants to make a call, the client 410-IP telephone gateway 700-cell phone of the service person is processed by the same processing as that for the telephone terminal 160 described above. Bi-directional real-time voice communication (arrow D) can be established. By such processing, the operator of the client 410 can interact with a service person who has appeared on the mobile phone connected to the public network 600 while browsing the status information in the HTML file format with a browser. Information such as the name of the customer in which the abnormality occurred, the model number, the installation location, the reason for the report, etc. can be communicated to the service person to arrange dispatch. If for some reason the service person is unable to deal with the report, contact another service person as well.
When the dispatch arrangement of the service person is completed, the response process for the report at the service base ends. In this case, after the end instruction by the operator, after the response by the service person is completed, the operator may add the information of the result, send it to the server 240 as a report history, and store it in the status information database 260.
[0038]
When the service person needs detailed information of the image forming apparatus as a report source, the terminal apparatus 500 possessed as indicated by an arrow E accesses the server 240 of the remote monitoring center 200 for authentication. Then, the server 240 can search the status information database 260, convert the hit information into an HTML format file, transmit it, and display it on a browser provided in the terminal device 500 for browsing.
As a result, the service person can accurately grasp the status of the image forming apparatus as a report source based on the information obtained from the dialogue with the operator of the client 410 and the information obtained from the server 240, and an appropriate response to the problem can be obtained. Action can be taken.
[0039]
According to such a remote monitoring system for an image forming apparatus, status information acquired by the image forming apparatuses 120 and 130 of the customer 100 to be monitored is centrally managed by the remote monitoring center 200, and the occurrence of a failure or When a response such as a report from the user is necessary, the operator of the client 210 of the remote monitoring center 200 can be notified immediately, so that a prompt response can be performed.
Further, even if the remote monitoring center 200 cannot cope, it is possible to immediately notify the operator of the service base 400 of the request and simultaneously notify the content of the report and the operating state of the apparatus. When performing recovery support, it is possible to grasp the change in the state of the target device and the occurrence of a failure, and it is possible to efficiently deal with the situation.
[0040]
Further, since communication can be performed between the client 210 of the remote monitoring center 200 or the client 410 of the service base 400 and the telephone terminal 160 of the customer 100 by operating the report content display screen, the person in charge of the customer 100 Can communicate quickly, and can respond quickly and appropriately.
Furthermore, by transferring and receiving such information using a communication network, it is possible to reduce facility costs and operation costs of the entire system when many devices are monitored. In addition, as described in this embodiment, if an existing technology such as WWW, the Internet, TCP / IP, HTTP, FTP, and HTML is used to exchange data and display the existing infrastructure, It can be used to reduce system equipment, design cost and construction process. The same effect can be obtained by using a general-purpose PC for the clients 210 and 410, the servers 240 and 440, and the monitoring device 140.
[0041]
Further, if a means for searching the status information database 260 for storing status information is provided, it is possible to quickly and accurately grasp the operating state of the image forming apparatus in which an abnormality or the like has occurred and the situation at the time of occurrence of a failure or the like. In addition, it is possible to detect signs of failure occurrence and perform appropriate preventive maintenance inspections, and to efficiently perform service visits by a service person, thereby reducing maintenance costs.
In addition, if the searched information can be sent to the terminal of the service person and displayed, qualified information can be obtained when repairs and maintenance are performed, and the service person can efficiently operate at the customer site. Work can be done.
Means for detecting abnormality in self-diagnostic function in image forming apparatus to be monitored, means for detecting a state requiring prior warning, means for detecting operation by remote notification key, means for detecting paper usage status By providing the device, it is possible to quickly and appropriately grasp the operating state of the apparatus and the situation at the time of occurrence of the lifetime, and it is also possible to detect signs of failure and perform appropriate preventive maintenance inspection.
[0042]
Incidentally, in the above-described embodiment, the client 210 of the remote monitoring center 200 and the client 410 of the service base 400 perform bidirectional real-time voice communication with the telephone terminal 160 of the customer 100 via the IP telephone gateway 700. An example was described. In this way, it is possible to smoothly communicate between the person in charge of monitoring and the person in charge of the customer, and it is possible to improve operational efficiency and productivity.
However, this configuration is not essential. For example, an e-mail address may be specified as a communication destination, and a message may be transmitted to the monitoring device 140 of the customer 100 by e-mail. Even when voice communication is performed, IP phone software may be resident in the monitoring device 140 at the customer site, and a microphone and a speaker may be provided to perform communication between the clients 210 and 410 and the monitoring device 140. In this case, it is not necessary to go through the IP telephone gateway 700 and the public network 600, and the cost for communication can be further reduced.
Further, the servers 240 and 440 may be provided with means for responding to a telephone communication request from the monitoring device 140 or the telephone terminal 160 of the customer 100. In this case, the response may actually be transferred to the clients 210 and 410 and performed by the operator.
[0043]
Further, here, an example has been described in which the remote monitoring center 200 and the service base 400 are provided separately, and the server and the client are provided in both, but it is not always necessary to do this, and the remote monitoring center 200 and the service base 400 are provided. It may be provided in the same place and the apparatus may be shared.
In addition, an example in which the server and the client are configured by general-purpose computers has been described. However, a system in which all information processing and application execution are performed by the server, and only input and output (by screen display and sound) are performed on the client side. It is good also as a structure.
In the above embodiment, the remote monitoring system for the image forming apparatus to which the present invention is applied has been described. However, the present invention is not limited to this, and the image reading apparatus such as a scanner, or a household appliance that can be connected to a network. Of course, the present invention can be similarly applied to monitoring systems for other electronic devices including products.
[0044]
【The invention's effect】
As described above, according to the remote monitoring system for an electronic device of the present invention, status information acquired by a customer's device to be monitored is centrally managed by a remote monitoring center, and the occurrence of a failure or user Since it is possible to immediately notify the person in charge of the remote monitoring center when a response such as a report from the office is required, a prompt response can be performed.
In addition, even if the remote monitoring center cannot handle it, it is possible to immediately notify the person in charge at the service base and notify the details of the report and the operating status of the equipment. In the case of providing support, it is possible to grasp the change in the state of the target device and the occurrence state of a failure, and it is possible to efficiently cope with the situation.
In addition, since communication is possible between clients at remote monitoring centers and clients at service bases and customer's telephone terminals, it is possible to quickly communicate with the person in charge at the customer's office, and to respond promptly and appropriately. It can be performed.
Furthermore, by transferring and receiving such information using a communication network, it is possible to reduce facility costs and operation costs of the entire system when many devices are monitored.
[Brief description of the drawings]
FIG. 1 is a system configuration diagram illustrating a configuration of a remote monitoring system for an image forming apparatus, which is an embodiment of a remote monitoring system for an electronic apparatus according to the present invention.
FIG. 2 is an explanatory diagram for explaining a data flow in the remote monitoring system;
FIG. 3 is another explanatory diagram for explaining the flow of data in the remote monitoring system;
FIG. 4 is an explanatory diagram for explaining display of data in the remote monitoring system;
FIG. 5 is a diagram showing an example of data display.
[Explanation of symbols]
100, 100a, 100b: customers
110a, 110b: workstation
120, 130: Image forming apparatus 140: Monitoring apparatus
150, 250, 450: LAN 160: Telephone terminal
200: Remote monitoring center
210a, 210b, 210c: Client
240: Server 260: Status information database
300: Internet 400: Service base
410a, 410b: client 440: server
500a, 500b, 500c, 500d: terminal device
600: Public network 700: IP telephone gateway

Claims (17)

And an electronic device, a remote monitoring system for an electronic apparatus comprising a monitoring device and a remote monitoring center apparatus that collects and manages the monitoring information by the monitoring apparatus for monitoring the operation state of the electronic device,
The electronic device is connected to the monitoring device via a network, and a remote notification key for a user to give a notification to a remote monitoring center device; an operating state of the electronic device; an operation or abnormality of the remote notification key Including state detection means for acquiring state information such as occurrence information, and state notification means for transmitting the state information to the monitoring device via the network,
The monitoring device includes a means for receiving status information transmitted from the electronic device, a monitoring means for monitoring the contents of the status information, an editing means for editing the contents of the status information, and the monitoring means is abnormal. Alternatively, when it is determined that status information including information indicating that the remote notification key has been operated has been received, the status information edited by the editing means is transmitted to the remote monitoring center device via a communication network. Status information transmission means,
The remote monitoring center device comprises remote monitoring server means and remote monitoring client means,
The remote monitoring server means includes means for receiving status information transmitted from the monitoring device via the communication network, and means for transmitting the status information in response to a request from another device;
The remote monitoring client means includes a display means for displaying status information received by the remote monitoring server means, and a specified communication destination via the communication network in accordance with an operation on the status information displayed by the display means. Communication request means for making a communication request,
The remote monitoring center device further includes means for displaying, as notification information, on the display means of the remote monitoring client means when the status information received from the monitoring apparatus includes information indicating an abnormality of the electronic device. when electrons and having a means for displaying the status information received from the monitoring device to the remote monitoring client unit according to an instruction from the remote monitoring client unit when to display the notification information by the means Equipment remote monitoring system. A remote monitoring system for an electronic device according to claim 1,
A service base device that supports the provision of services such as dispatch of service personnel based on information managed by the remote monitoring center device;
The service base device comprises service base server means and service base client means,
The service base server means includes a communication means for exchanging information with the remote monitoring server means of the remote monitoring device,
The service base client means includes a display means for displaying the status information received by the service base server means, and a specified communication destination via the communication network according to an operation on the status information displayed by the display means. Communication request means for making a communication request,
When the remote monitoring center device includes information indicating an abnormality of the electronic device in the status information received from the monitoring device, and displays the information as notification information on the display unit of the remote monitoring client unit An electronic device remote monitoring system comprising: means for displaying the notification information on the service base client unit in accordance with an instruction from the remote monitoring client unit. A remote monitoring system for an electronic device according to claim 2 ,
The remote monitoring client means and the service base client means respectively input voice communication means for performing voice communication with a communication destination that has requested communication by own communication request means, and voice transmitted by the voice communication means. An electronic device remote management system comprising: a microphone; and a speaker for outputting sound received by the sound communication means. The remote monitoring server unit and the service center server means, remote management system of an image device according to claim 2 or 3, wherein the consisting of the World Wide Web (WWW) server. Remote management system of the electronic device according to any one of claims 1 to 4, wherein the communication network is the Internet. The communication between the electronic device and the monitoring device, the communication between the monitoring device and the remote monitoring center device, and the communication between the remote monitoring center device and the service base device are transmission control protocol / remote management system of the electronic device according to any one of claims 1 to 5, characterized in that the Internet protocol (TCP / IP). Remote management system of the electronic apparatus according to any one of claims 1 to 6 transfer and performs the Hypertext Transfer Protocol (HTTP) or File Transfer Protocol (FTP) of the status information. The remote monitoring center device includes storage means for storing the status information,
The storage means is remote electronic device according to any one of claims 1 to 7, characterized in that the means for storing the state information as information written in Hypertext Markup Language (HTML) format Management system. 9. The remote management system for an electronic device according to claim 8 , wherein the remote monitoring center device and / or the service base device includes a search unit that searches for status information stored in the storage unit. The remote monitoring center device and / or the service base device provided with the search means has means for transmitting a search result by the means to a pre-registered terminal device,
10. The electronic device remote management system according to claim 9 , wherein the terminal device includes at least communication means and display means for displaying information received by the communication means. 12. The electronic device remote management system according to claim 10 , wherein the terminal device is a portable terminal device. 12. The electronic device remote management system according to claim 10 or 11 , wherein the terminal device comprises a notebook personal computer and a communication means using a mobile phone or a PHS (Personal Handyphone System). Each display means of the remote monitoring client means and / or the service base client means displays the contents of the status information stored in the storage means on a display screen created according to a file described in HTML format. remote management system of the electronic apparatus according to any one of claims 1 to 12, characterized in that it comprises a. The electronic device, a printer, a copier, remote management system of the electronic apparatus according to any one of claims 1 to 13, characterized in that an image forming apparatus of facsimile machine. The state detecting means includes at least means for detecting an abnormality by a self-diagnosis function, means for detecting a state that requires a prior warning, means for detecting an operation of a remote notification key, and means for detecting a use state of a sheet. 15. The electronic device remote management system according to claim 14 , further comprising: 16. The electronic device remote management system according to claim 1, wherein the monitoring device comprises a general-purpose computer. The remote monitoring server unit and the remote monitoring client unit, the remote control system of the electronic apparatus according to any one of claims 1 to 16, characterized in that all are constituted by a general purpose computer.

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