System and method for remote maintenance

1. A remote maintenance system using a mobile communication network, the remote maintenance system comprising:

a customer-premises equipment (CPE);

a smart device connected to the CPE through short-range wireless communication; and

a maintenance service server configured to communicate with the smart device,

wherein the CPE comprises:

a network service provision unit connected to a service of an Internet service provider and configured to provide a home Internet service;

a terminal connection unit configured to connect to the smart device through short-range wireless communication;

a device diagnosis unit configured to apply a diagnosis signal or check an internal resource state depending on diagnosis instruction information according to a diagnosis scenario received from the smart device; and

a console emulation unit configured to remotely provide a console connection to a console connection program at a remote site through the smart device,

wherein the smart device comprises:

a memory configured to store an application, the application comprising:

a device connection unit configured to connect to the CPE through short-range wireless communication;

a diagnosis information storage unit configured to store a diagnosis scenario composed of sequential pieces of diagnosis instruction information including an instruction to apply a diagnosis signal for a series of diagnosis items depending on a type of the CPE or an instruction to collect state information regarding resources of the CPE;

a diagnosis instruction unit configured to transmit the sequential pieces of diagnosis instruction information to the device diagnosis unit according to a diagnosis scenario corresponding to the CPE;

a state analysis unit configured to analyze a failure cause by using the state information collected from the CPE;

a failure processing unit configured to order a failure action corresponding to the failure cause;

a server connection unit configured to connect to the maintenance service server over a mobile communication network; and

a history transmission unit configured to transmit a failure history and a failure processing history to the maintenance service server; and

a processor configured to execute the application,

wherein the maintenance service server comprises:

a terminal connection unit configured to connect to the smart device;

a customer management unit configured to manage customer information including subscribed Internet service provider information and provided information regarding the CPE;

a history management unit configured to store and manage a failure history and a failure processing history received from the smart device on a customer-basis; and

a billing unit configured to calculate a cost according to the failure processing history,

wherein, when the CPE has a failure, the smart device is further configured to analyze state information collected according to a diagnosis scenario, process the failure, and transmit a failure processing history to the maintenance service server,

wherein the short-range wireless communication is different from the home Internet service;

wherein the application further comprises a data collection unit configured to collect device data including either one or both of log information and packet capture information from the CPE when a failure cause cannot be analyzed by the state analysis unit, and

wherein the maintenance service server further comprises:

a troubleshooting database (DB) configured to store a failure cause and failure action information corresponding to the failure cause, a cause analysis unit configured to analyze the failure cause by using received device data, and an action search unit configured to search the troubleshooting DB for the failure action information by using the analyzed failure cause; and the failure processing unit of the smart device is further configured to receive the failure action information from the maintenance service server, and instruct the CPE to take a failure action according to the failure action information.

2. The remote maintenance system of claim 1 , wherein, for transmitting the failure action information to the smart device, the maintenance service server further comprises:

a technical support request unit configured to report the received device data to a maintenance specialist when the cause analysis unit is unable to analyze a failure cause or when failure action information corresponding to the analyzed failure cause is not found from the troubleshooting DB; and

an action information update unit configured to receive the analyzed failure cause and the failure action information and update the troubleshooting DB with the received failure cause and failure action information.

3. The remote maintenance system of claim 2 , wherein:

the application further comprises a console connection relay unit configured to relay a console connection with the CPE when the console connection is requested from a console connection program at a remote site; and

for the transmitting of the failure action information to the smart device, the maintenance service server further comprises:

a debug request unit configured to deliver the received device data to a developer of the CPE and request that the developer debug the CPE when the failure is not resolved by the maintenance specialist; and

a console connection unit configured to request a console connection from the smart device according to a console connection request from the developer.

4. The remote maintenance system of claim 3 , wherein the application further comprises a notification unit configured to display a notification message indicating that a remote console connection is being made when the console connection is relayed to the CPE.

5. The remote maintenance system of claim 1 , wherein:

the maintenance service server further comprises a diagnosis scenario creation unit configured to create a diagnosis scenario by updating the troubleshooting DB, and store the created diagnosis scenario; and

the diagnosis information storage unit is further configured to receive the updated diagnosis scenario from the maintenance service server, and update a prestored diagnosis scenario using the received diagnosis scenario.

6. A remote maintenance method of a customer-premises equipment (CPE) using a mobile communication network, the remote maintenance method comprising:

connecting a smart device to the CPE through short-range wireless communication;

transmitting, by the smart device, sequential pieces of diagnosis instruction information according to a diagnosis scenario composed of the sequential pieces of diagnosis instruction information, including an instruction to apply a diagnosis signal for a series of diagnosis items depending on a type of the CPE or an instruction to collect information regarding resources of the CPE;

applying, by the CPE, a diagnosis signal or checking, by the CPE, an internal resource state depending on the diagnosis instruction information,

collecting, by the CPE, state information,

transmitting, by the CPE, the collected state information;

analyzing, by the smart device, a failure cause by using the collected state information;

instructing, by the smart device, the CPE to take a failure action corresponding to the analyzed failure cause or instructing, by the smart device, the CPE to take a failure action according to failure action information received from a maintenance service server;

transmitting, by the smart device, a failure history and a failure processing history to the maintenance service server; and

storing, by the maintenance server, the failure history and the failure processing history to create billing information,

wherein the short-range wireless communication is different from a home Internet service provided by the CPE; and

wherein a failure cause is not able to be analyzed from the state information, the method further comprising:

collecting, by the smart device, device data including either one or both of log data and packet capture data of the CPE;

transmitting, by the smart device, the collected state information and device data to the maintenance service server over a mobile communication network;

analyzing, by the maintenance service server, a failure cause from the received state information and device data;

searching, by the maintenance server, a troubleshooting database (DB) for failure action information by using the analyzed failure cause, and

transmitting, by the maintenance service server, the failure action information to the smart device.

7. The remote maintenance method of claim 6 , further comprising, when a failure cause is not able to be analyzed or when failure action information is not found:

reporting, by the maintenance service server, the received state information and device data to a maintenance specialist to request technical support; and

updating, by the maintenance service server, the troubleshooting DB with the reported failure cause and the failure action information.

8. The remote maintenance method of claim 7 , further comprising when a failure cause is not able to be analyzed by the maintenance specialist:

requesting, by the maintenance service server, that a developer of the CPE debug the CPE;

requesting, by the maintenance service server, a console connection from the smart device according to a received console connection request;

relaying, by the smart device, a console connection to the CPE according to a received console connection request; and

emulating, by the CPE, the console connection and remotely providing, by the CPE, the emulated console connection to a console connection program at a remote site through the smart device.