Browse Prior Art Database

Audio Response Remote Maintenance Device

IP.com Disclosure Number: IPCOM000042225D
Original Publication Date: 1984-May-01
Included in the Prior Art Database: 2005-Feb-03
Document File: 1 page(s) / 12K

Publishing Venue

IBM

Related People

Bhansali, MM: AUTHOR [+5]

Abstract

Remote Maintenance can be accomplished without a terminal at the remote location and without a modem at either end. Remote Maintenance is defined as maintenance performed on a customer's machine from a remote location by a Customer Engineer (CE). In this case, the diagnostics and device exercisors are resident in the customer's machine and are probably on disk. The CE at the remote location uses the terminal to communicate with the customer's machine to diagnose the failure. In the technique described here, and using logic shown in the drawing, the terminal is replaced by a telephone. Now the remote location need not be a central office with a terminal and a trained specialist accessible by an 800 number. The procedure for maintenance typically would be local. The customer calls the Branch Office to report a problem.

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Audio Response Remote Maintenance Device

Remote Maintenance can be accomplished without a terminal at the remote location and without a modem at either end. Remote Maintenance is defined as maintenance performed on a customer's machine from a remote location by a Customer Engineer (CE). In this case, the diagnostics and device exercisors are resident in the customer's machine and are probably on disk. The CE at the remote location uses the terminal to communicate with the customer's machine to diagnose the failure. In the technique described here, and using logic shown in the drawing, the terminal is replaced by a telephone. Now the remote location need not be a central office with a terminal and a trained specialist accessible by an 800 number. The procedure for maintenance typically would be local. The customer calls the Branch Office to report a problem. The dispatcher notifies the CE by means of a beeper or other device. The CE calls the customer to schedule machine time and to discuss the problem. When machine time is available, the CE calls the customer's machine using any convenient telephone. The Audio Response device in the customer's machine responds to the call with "READY". The CE enters a coded instruction into the telephone dial which causes the customer's machine to load the CE MENU. When the MENU is loaded, the Audio Response unit guides the CE on the selection of an item from the MENU. A repeat signal from the CE can be used if the Audio Response...