Information processing system, image forming apparatus, method of controlling the same, and storage medium

An information processing system in which an image forming apparatus and an information processing apparatus are connected and in which remote support of the image forming apparatus is performed from the information processing apparatus. The image forming apparatus connects to a telephone network to perform a call with the information processing apparatus, determines whether or not the call is by a predetermined connection, and, upon determining that the call is by the predetermined connection, switches communication with the information processing apparatus to a call in accordance with HTTP media.

BACKGROUND OF THE INVENTION

Field of the Invention

The present invention relates to an information processing system, an image forming apparatus, a method of controlling the same, and a storage medium.

Description of the Related Art

As methods of using a product and procedures for troubleshooting become more complicated, users of the product are frequently asking questions to a call center of a manufacturer directly to get answers relating to trouble. Even in a multi-function peripheral that incorporates functions such as copy/print/FAX, a remote support service in accordance with audio or moving image communication and remote operation has been proposed in order to appropriately and quickly carry out procedures for troubleshooting. By this remote support service, it is possible to perform procedures necessary to investigate the cause of trouble by using a remote operation or convey a usage method by using audio or moving image communication, without a service person going to a site in order to solve the trouble.

In a multi-function peripheral for performing such remote support service, it is efficient to realize a connection to a call center by using a communication function of the multi-function peripheral and without using an apparatus that is not the multi-function peripheral such as a telephone or a PC.

Typically, there are many cases where it is difficult for a multi-function peripheral and a PC of a call center to establish a session directly, due to firewalls installed in offices. Accordingly, a technique for establishing a session between information terminals by using HTTP (Hyper Text Transfer Protocol) which has high compatibility with firewalls has been proposed. Typically, a connection from the Internet with respect to an information terminal blocked by a firewall is restricted. In contrast, a connection to the Internet from an information terminal behind the firewall is permitted in the case of HTTP which has high compatibility with the firewall.

Japanese Patent Laid-Open No. 2015-32224 proposes that two information terminals blocked by a firewall each connect to a relay server that can be connected to as an HTTP client, to establish a session between the information terminals and perform communication. In such a system, an identifier for associating communication between a multi-function peripheral and a call center in a relay server is necessary. Accordingly, the relay server issues a serial number which is an identifier to whichever of the multi-function peripheral and the call center that connected first. If the one that connected first is the call center, the operator of the call center conveys the serial number to a user of the multi-function peripheral by an audio call, and the user of the multi-function peripheral manually inputs the serial number from an operation unit of the multi-function peripheral so that remote maintenance is started. In addition, in the remote support service, between the user of the multi-function peripheral and the operator of the call center, an audio call is used as a means for performing communication during the remote maintenance or an information transfer when trouble occurs.

A billed call charge arises in the case of an audio call by telephone by a public switched telephone network, but in the case of a call by an extension telephone installed in a network connected by an intranet, a dedicated line, or the like, a billing does not happen and a call charge does not arise as the public switched telephone network is not passed through. In recent years, due to the spread of the Internet, intranets, and the like, IP telephones that use protocols such as SIP (Session Initiation Protocol) or RTP (Real-time Transfer Protocol) are widely used on an intranet or an NGN (NTT's public IP telephone network).

A user first queries a call center by telephone when a usage method of a multi-function peripheral is unclear or when trouble occurs and the user themself cannot resolve it. An operator of the call center connects a PC of the call center and the multi-function peripheral via a relay server and starts remote maintenance upon determining from information elicited from the user that remote maintenance is necessary. In such a case, the operator of the call center proceeds with the remote maintenance while, as necessary, making an audio call to convey and confirm setting/operation methods. In this manner, an audio call is one communication means for a user to perform communication with an operator during remote maintenance that they are unfamiliar with, and it is desirable for calls to be possible at any time as necessary.

However, call charges do not arise in a case where a call during the remote maintenance between a user of a multi-function peripheral and the operator of the call center can use an extension telephone within an intranet or a telephone that uses a dedicated line or an Internet line. However, in a case where a call passes through a public switched telephone network, a call charge in accordance with the amount of time of the call is incurred. Accordingly, there is a problem in that the cost of call charges becomes large in a case where a long time is necessary for remote maintenance.

Accordingly, switching from a public switched telephone network to a call via an extension telephone, a dedicated line, or an Internet call is desirable. However, manually performing a switch of a line is cumbersome for an operator or a user of a multi-function peripheral.

SUMMARY OF THE INVENTION

An aspect of the present invention is to eliminate the above-mentioned problem with conventional technology.

A feature of the present invention is to provide a technique for, in a case of performing remote maintenance between an image forming apparatus and an information processing apparatus, switching a line used without burdening an operator or a user of a multi-function peripheral.

According to a first aspect of the present invention, there is provided an information processing system in which an image forming apparatus and an information processing apparatus are connected, and in which remote support of the image forming apparatus is performed from the information processing apparatus, wherein the image forming apparatus comprises: a first memory device that stores a set of instructions; and at least one first processor that executes the instructions to: connect to a telephone network and make a call to the information processing apparatus, determine whether or not the call is by a predetermined connection, and switch communication with the information processing apparatus to a call in accordance with HTTP media, in accordance with having determined that the call is by the predetermined connection, and wherein the information processing apparatus comprises: a second memory device that stores a set of instructions; and at least one second processor that executes the instructions to: connect to the telephone network and make a call to the image forming apparatus, and perform a call in accordance with HTTP media with the image forming apparatus.

According to a second aspect of the present invention, there is provided an image forming apparatus capable of performing remote support from an information processing apparatus, a memory device that stores a set of instructions; and at least one processor that executes the instructions to: connect to a telephone network and make a call to the information processing apparatus, determine whether or not the call is by a predetermined connection, and switch communication with the information processing apparatus to a call in accordance with HTTP media, in accordance with having determined that the call is by the predetermined connection.

DESCRIPTION OF THE EMBODIMENTS

FIG. 1depicts a view for describing a configuration of a remote support system (an information processing system) according to an embodiment of the present invention.

The remote support system includes image forming apparatuses101and102, a PC103that is an information processing apparatus operated by an operator, and an HTTP relay server104. The image forming apparatuses101and102and the PC103operate as mutual communication partners, as apparatuses to which the present embodiment is applied. The PC103is set in a call center, and is operated by an operator of the call center.

The image forming apparatuses101and102and the PC103are provided with a data communication function for performing a data communication by executing call control by HTTP. The image forming apparatus101is connected to the Internet109via a network105and a firewall (FW)107. The PC103which is on a call center side is connected to the Internet109via a FW108and a network106. The image forming apparatus102is set in an intranet of the call center side, and is a similar apparatus to the image forming apparatus101. In addition, an HTTP relay server104is connected to the Internet109.

In data communication by HTTP, client nodes perform data communication with each other by performing POST/GET requests to a URI (Uniform Resource Identifier) provided from the HTTP relay server104. Accordingly, the client nodes can perform data communication with each other without being blocked by a private address area or an FW.

In addition, the image forming apparatus101and the PC103are provided with an audio communication function for performing an audio call by using an audio input/output device such as a handset or a headset and executing SIP call control or a RTP protocol. In addition, the image forming apparatus101is connected to a public switched telephone network (NGN: Next Generation Network)112via the network105and a home gateway (HGW)110. The PC103which is on the call center side is connected to the public telephone network112via an HGW111and the network106. The public telephone network112is a public IP network that uses an internet protocol (IP) technique capable of communication that blends a telephone call, data communication, and a streaming broadcast.

FIG. 2is a block diagram for describing a hardware configuration of the relay server104, the PC103, and the image forming apparatus101of the remote support system according to the embodiment.

The image forming apparatus101is provided with a control unit200, an operation panel212, an image input device213, an audio input/output device214, a scanner215, and a printer216. The control unit200is provided with a scanner I/F201, a CPU202, a ROM203, a RAM204, an HDD205, a printer I/F207, an operation panel I/F208, an image input I/F209, an audio input/output I/F210, and a network I/F211. These devices are connected to each other via a system bus206, and can transmit/receive data via the system bus206.

The CPU202executes a boot program recorded in the ROM203to deploy a control program recorded in the hard disk (HDD)205to the RAM204. The CPU202executes the deployed program to comprehensively control the various devices connected to the system bus206. The ROM203stores various data and the boot program executed by the CPU202. The RAM204mainly functions as a main memory, a work area, or the like, of the CPU202, and is configured such that a memory capacity can be extended by option RAM connected to an expansion port (not shown). The hard disk (HDD)205stores a control program, various application programs, font data, user files, edit files, and the like. Note that the HDD205is used in the embodiment as a storage device, but configuration may be taken to use, other than the HDD205, an SD card, a flash memory, or the like as an external storage apparatus.

The scanner I/F201controls input of image data from the scanner215. The printer I/F207controls output of image data to the printer216. The operation panel I/F208performs display control for the operation panel212, and controls input of various setting information inputted from the operation panel212. The image input I/F209controls input of images from an image input device213which is a camera or the like. The audio input/output I/F210controls audio input/output with respect to the audio input/output device214which is a handset, a headset, or the like. The network I/F211performs data communication with an external network through a network cable.

The PC103is provided with a control unit220, a keyboard231, a display unit232, an image input device233, and an audio input/output device234. The control unit220is provided with a CPU221, a ROM222, a RAM223, an HDD224, a network I/F226, a keyboard I/F227, a display unit I/F228, an image input I/F229, and an audio input/output I/F230.

The CPU221executes a boot program stored in the ROM222to deploy a control program stored in the hard disk (HDD)224to the RAM223, and then executes the deployed program. In accordance with the program, the various devices connected to a system bus225are comprehensively controlled. The ROM222stores various data and the boot program executed by the CPU221. The RAM223mainly functions as a main memory of the CPU221, as a work area and the like, and memory capacity can be expanded by an option RAM connected to an expansion port (not shown). The hard disk (HDD)224stores a control program, various application programs, font data, user files, edit files, and the like. Note that the HDD224is used in the embodiment as a storage medium for the program, but configuration may be taken to use, other than the HDD224, an SD card, a flash memory, or the like as external storage.

The network I/F226performs data communication with a device connected to the network through a network cable. The keyboard I/F227controls a key input from a pointing device (not shown) or the keyboard231. The display unit I/F228controls displaying with respect to the display unit232. The image input I/F229controls input of image data from the image input device233which is a camera or the like. The audio input/output I/F230controls audio input/output with respect to the audio input/output device234which is a handset, a headset, or the like.

The HTTP relay server104is provided with a CPU241, a ROM242, a RAM243, an HDD244, and a network I/F246. The CPU241executes a boot program recorded in the ROM242to deploy a control program recorded in the hard disk (HDD)244to the RAM243. The CPU241executes the deployed program to comprehensively control the various devices connected to a system bus245. The ROM242stores various data and the boot program executed by the CPU241. The RAM243mainly functions as a main memory of the CPU241, as a work area and the like, and memory capacity can be expanded by an option RAM connected to an expansion port (not shown). The hard disk (HDD)244stores a control program, various applications, font data, user files, and edit files. Note that the HDD244is used in this embodiment as a storage medium for a program, but configuration may be taken to use, other than the HDD244, an SD card, a flash memory, or the like as an external storage apparatus. The network I/F246performs data communication with an external network through a network cable.

FIG. 3is a sequence diagram for describing a sequence for the PC103of the call center and the image forming apparatus101according to the embodiment to perform communication via the relay server104. This shows a situation where, after the image forming apparatus101and the PC103have started a call connection in accordance with SIP and have entered a call state, a connection in accordance with an HTTP tunnel is made via the relay server104, and a switch is made from the call in accordance with SIP to a call in accordance with HTTP media communication.

A user330of the image forming apparatus101uses the audio input/output device214which is a handset, a headset, or the like connected to the image forming apparatus101to make an IP telephone call to the call center. Accordingly, the image forming apparatus101, at reference numeral301, sends an INVITE which is a request to establish a session to the call center. When the INVITE is received at the PC103and the operator331responds by an IP telephone application which is a part of a remote maintenance system installed in the PC103, 200 OK is returned at reference numeral302. Accordingly, the image forming apparatus101returns an ACK with respect to the 200 OK at reference numeral303. Accordingly, at reference numeral304, a session in accordance with SIP is established between the image forming apparatus101and the PC103, and a call state is entered.

During the call, call processing is performed in accordance with using a VoIP (Voice over Internet Protocol) technique to variously encode/compress audio to convert it to IP packets, and transfer the IP packets to the public telephone network112in real-time by using RTP. When it is determined that remote maintenance is necessary in the call between the user330of the image forming apparatus101and the operator331of the call center, the operator331makes an HTTP connection to the relay server104at reference numeral305. At reference numeral306, the PC103obtains the address of the relay server104, and a serial number which is an identifier associated with an HTTP connection from the image forming apparatus101via the relay server104.

Next, at reference numeral307, the PC103transmits the obtained address of the relay server104and the serial number by a reINVITE to the image forming apparatus101. Consequently, the image forming apparatus101, upon obtaining the address of the relay server104and the serial number from the received reINVITE, returns 200 OK to the PC103at reference numeral308.

Next, at reference numeral309the image forming apparatus101makes an HTTP connection to the relay server104designate by the address obtained at reference numeral307. At reference numeral310, the image forming apparatus101makes a connection, by the relay server104, with the PC103which is the counterparty designated by the obtained serial number, and 200 OK is returned from the relay server104.

The image forming apparatus101then determines that the calling path with the PC103is a billing connection (a predetermined connection), and generates a call session in accordance with SIP via the HTTP tunnel generated by the foregoing reference numerals305to306and309to310in order to perform a call with the PC103by an HTTP media communication. This is illustrated by reference numeral311. When the call session in accordance with the HTTP media communication is established, the image forming apparatus101subsequently transmits BYE at reference numeral312in order to switch from the billing connection call to the call in accordance with the HTTP media communication. Upon receiving 200 OK at reference numeral313, the line for the billing connection is released.

FIGS. 4A and 4Bare flowcharts for describing processing for the image forming apparatus101according to the embodiment to make an HTTP connection with the PC103of the call center via the relay server104. Note that this processing is achieved by the CPU202deploying a program stored in the HDD205into the RAM204, and executing the deployed program.

This processing is started by the user330of the image forming apparatus101performing an outgoing call operation at the audio input/output device214which is a handset, a headset, or the like connected to the image forming apparatus101, in order to make a query to the call center. Firstly, in step S401, the CPU202transmits an INVITE to the call center. Next, the processing proceeds to step S402, and the CPU202determines whether or not 200 OK which is an affirmative response with respect to the INVITE has been received, and when 200 OK is received, the processing proceeds to step S403and an ACK is transmitted to the call center. Accordingly, the processing proceeds to step S404, and the CPU202starts a call session with the PC103of the call center to enable a call.

Next, the processing proceeds to step S405, and the CPU202determines whether or not a reINVITE that describes connection information, namely the address of the relay server104and a serial number, has been received. In the case where the reINVITE is not received and information for connecting to the relay server could not be obtained here, the processing proceeds to step S406, the connection to the line on which the call is being performed continues, and support by the call only is received. In step S406, the CPU202determines whether or not the support by the call only has ended, and upon determining that it has ended, the processing proceeds to step S407, and the CPU202transmits a BYE to end the call session.

Meanwhile, when the CPU202determines in step S405that a reINVITE stating connection information, namely the address of the relay server104and the serial number, has been received, the processing proceeds to step S408, and the CPU202transmits 200 OK which is an affirmative response. Next the processing proceeds to step S409, and the CPU202automatically connects to the relay server104based on the connection information, without involving user input. Accordingly, remote maintenance is started via the HTTP media communication.

Next, the processing proceeds to step S410, and the CPU202determines whether the line connection on which the call is being performed is a billing connection or a connection that is not billed. Here, if the telephone number transmitted in step S401is an external line telephone number that includes an area code, it is determined to be a billing connection that goes through the public telephone network112. Meanwhile, in the case of a telephone number that includes an extension number or the like, it is determined to be a non-billing connection that does not go through the public telephone network112. When the CPU202determines in step S410that the call is a non-billing connection, the processing proceeds to step S406, and the call which is in accordance with an IP telephone call continues during the remote maintenance. Meanwhile, when it is determined that the call is a billing connection, the processing proceeds to step S411(FIG. 4B), and the CPU202transmits an INVITE to the PC103via the relay server104in order to start a call in accordance with HTTP media communication via an HTTP tunnel. The processing proceeds to step S412, and the CPU202determines whether or not 200 OK is received from the PC103, and when 200 OK is received the processing proceeds to step S413, and the CPU202transmits an ACK to the PC103via the relay server104. The processing proceeds to step S414, and the CPU202starts a call session in accordance with HTTP media communication.

Next, the processing proceeds to step S415, and a BYE for releasing the circuit of the billing connection call for up until now is transmitted to the PC103at the same time as the start of the HTTP media session. In step S416, the CPU202determines whether or not 200 OK with respect to the BYE has been received from the PC103, and when 200 OK is received, the processing proceeds to step S417, and the CPU202confirms the release of the call line for the billing connection. Processing for other media communication such as the call in accordance with the HTTP media communication, a still image or a moving image for the remote maintenance, or the like is performed. The processing proceeds to step S418, and the CPU202determines whether or not the remote maintenance has ended, and upon determining that it has ended, the processing proceeds to step S419, and the CPU202ends the HTTP media calling processing, and this processing ends.

In this manner, the user330of the image forming apparatus101enables remote maintenance by connecting to the PC103of the operator331of the call center via the relay server104. In such a case, if a line connecting the user330of the image forming apparatus101and the operator331of the PC103is a line where a call charge occurs, it is possible to automatically switch to a call in accordance with HTTP media communication, and thus there is an effect in that it is possible to reduce the burden of a call charge for the user330.

FIGS. 5A and 5Bare flowcharts for describing processing for the PC103of the call center according to the embodiment to make an HTTP connection with the image forming apparatus101via the relay server104. Note that this processing is achieved by the CPU221deploying a program stored in the HDD224into the RAM223, and executing the deployed program. This processing is started in a state where an IP telephone application which is part of a remote maintenance system installed on the PC103of the call center is waiting for reception of a call from the user of the image forming apparatus101.

Firstly, in step S501, the CPU221determines whether or not an INVITE has been received, and when an INVITE has been received, the processing proceeds to step S502, and the CPU221transmits 200 OK which is an affirmative response to the image forming apparatus101when a call is possible. Next, the processing proceeds to step S503, and the CPU221determines whether or not an ACK with respect to the 200 OK has been received from the image forming apparatus101, and when an ACK is received, the processing proceeds to step S504, and a call state is entered by a call session being generated with the image forming apparatus101.

The operator331of the call center determines whether or not remote maintenance is necessary based on information elicited from the user330of the image forming apparatus101, and inputs the necessity of remote maintenance by the keyboard231or the like. In step S505, the CPU221is inputted with the necessity of remote maintenance by the operator331, and determines whether or not the remote maintenance is necessary. When the CPU221determines that the remote maintenance is not necessary, the processing proceeds to step S506, and support is performed by the call only. In step S506, it is determined whether or not the support by the call has ended, and when it is determined that the call has ended, the processing proceeds to step S507, and the CPU221transmits a BYE to perform processing to end the call session, and this processing ends.

Meanwhile, when the CPU221determines in step S505that the remote maintenance is necessary, the processing proceeds to step S508, and a connection is made to the relay server104. The processing then proceeds to step S509, and the CPU221obtains from the relay server104the address of the relay server104and the serial number as the connection information for performing HTTP media communication with the image forming apparatus101, and starts HTTP media communication with the PC103and the relay server104.

Next, the processing proceeds to step S510, and the CPU221transmits the obtained serial number and the address of the relay server104which is connection information to the image forming apparatus101by a reINVITE from an IP telephone application that is in a call state. Next, the processing proceeds to step S511(FIG. 5B), and the CPU221determines whether or not an INVITE which is a connection request for a call session in accordance with HTTP media communication has been received. When an INVITE is received and a call becomes possible here, the processing proceeds to step S512, and the CPU221transmits 200 OK which is an affirmative response. Next, the processing proceeds to step S513, and the CPU221determines whether or not an ACK with respect to the 200 OK has been received, and when an ACK is received, the processing proceeds to step S514. In step S514, and the CPU221starts a call in accordance with HTTP media communication. Next, the processing proceeds to step S515, and the CPU221determines whether or not a BYE for releasing the circuit of the billing connection call for up until now has been received at the same time as the start of the call of the HTTP media session. When it is determined that a BYE has been received here, the processing proceeds to step S516, and the CPU221transmits 200 OK with respect to the BYE to the image forming apparatus101, and releases the call line for the billing connection. The processing proceeds to step S517, and the CPU221performs processing for other media communication such as the call in accordance with the HTTP media communication, a still image or a moving image for the remote maintenance, or the like. In step S518, the CPU221determines whether or not the remote maintenance has ended, and when it is determined that the remote maintenance has ended, the processing proceeds to step S519, and the HTTP media calling processing ends, and this processing ends.

By virtue of the embodiment as described above, when performing remote maintenance between an image forming apparatus and an information processing apparatus in a call center, it is possible to reduce a burden for switching communication lines. In addition, in a case where a call for making a query from the image forming apparatus to the call center is a billing connection, by releasing the billing connection and switching to a call in accordance with an HTTP media communication means, it is possible to reduce the burden of a call charge for a user of the image forming apparatus.

In addition, when calling the call center by telephone from the image forming apparatus101for which an error has occurred, the image forming apparatus101makes a notification of the error information by SIP. Accordingly, the PC103of the call center displays the error information, and when the PC103determines that the error information is an error for which the necessity of remote maintenance is high, the PC103may perform a display prompting an operator of the PC103to perform the remote maintenance.

Other Embodiments

This application claims the benefit of Japanese Patent Application No. 2017-035110, filed Feb. 27, 2017, which is hereby incorporated by reference herein in its entirety.