JP2019139276A - Web sharing system and program - Google Patents

Abstract

To provide a Web sharing system that synchronously displays and operates a Web page screen of a customer terminal and an agent terminal and can limit displaying and operation on each terminal by specifying a specific portion of the Web page screen.SOLUTION: A customer terminal includes a page rendering unit that renders a page data loaded from a Web server as a Web page screen, a page encoding unit that encodes the rendered Web page screen as a structured document restorable at an agent terminal side, and a page transmission unit that transmits the structured document to the agent terminal. The agent terminal includes a page reception unit that receives the structured document from the customer terminal, and a page restoration unit that restores and display the rendered Web page screen from the structured document so as to synchronously display the Web page screen rendered at the customer terminal side on the agent terminal side.SELECTED DRAWING: Figure 1

Description

The present invention relates to a Web sharing system that synchronously displays a common Web page screen on a plurality of user terminals, and that allows a synchronous screen operation from any user terminal.

While services using the Web are common, the fact that they are not face-to-face services with shop assistants is inconvenient for users. For example, there are many opportunities to use Web shopping carts for mail order and Web forms for various applications such as contracts, but customers do not know which button to press and do not understand the meaning of various purchase options. If you are unfamiliar with keyboard input, the procedure will not proceed.

In order to deal with such a problem, a technique has been proposed in which a Web page viewed by a customer is also viewed by an agent (service provider), and the agent remotely supports the customer's Web operation. Remote assistance can help the customer by directly pointing the button to be pressed by the agent or by the agent acting on behalf of the customer.

Conventional remote support technologies can be broadly classified into screen sharing and Web sharing.

Screen sharing is a technique for transmitting a screen shot of a customer-side terminal screen to the agent side in a moving image format and playing it back on the agent-side terminal screen. The screen that the customer is looking at can be displayed synchronously on the agent side as well, and not only the Web page screen but also the screen of a general application can be shared.

A remote desktop added to screen sharing is called a remote desktop. Using the remote desktop technology, the customer's screen can be operated synchronously from the agent side.

The problem with screen sharing and remote desktop is that it is difficult to limit the screen area on the customer side that can be viewed and operated on the agent side. In Web services, there are many opportunities to input personal secret information that should not be seen by the agent, such as passwords and credit card numbers, on the customer's screen. However, since screen sharing transmits a screen shot image of a customer screen, it is difficult to specify an area in which personal information is described, or to limit display or operation on the agent side only for that part.

There are other problems with screen sharing, such as a large amount of communication because it is video data, and screen sharing is a video system that includes screen capture and video encoding, which is difficult to implement with the standard Web browser function.

Web sharing technology has been proposed as a method for solving the problem of screen sharing. In the screen sharing, the agent side receives the screen shot video of the customer side terminal, but in the Web sharing, the agent side receives the same page data as the customer side terminal (HTML document, CSS, etc. constituting the Web page).

Unlike the screen sharing, the Web sharing cannot share the screen of the general application and can share only the Web page screen. Instead, it solves some problems associated with the screen sharing. As one of them, since Web sharing is communication centered on text data, not video data, the amount of communication required is small.

Conventional Web sharing can be classified into two types, proxy type Web sharing and URL type Web sharing, depending on the implementation method. Each feature will be described below.

Proxy-type Web sharing is a method in which a relay server called a proxy server acquires Web page data instead of a customer side terminal, and transmits the cache of this page data acquired by the proxy server to both the customer side terminal and the agent side terminal It is. In this method, the cache of the page data transmitted from the proxy server to the customer side terminal is also displayed on the agent side terminal.

Patent Document 1, Patent Document 2, and Patent Document 3 are proxy-type Web sharing technologies, which correspond to synchronous display and do not correspond to synchronous operation. Patent Document 4 is also a proxy-type Web sharing technology, and supports synchronous display and synchronous operation. Patent Document 4 discloses a method for prohibiting operations from one terminal on the customer side and the agent side, and a method for performing operations but not synchronizing input contents to one terminal.

The challenge of proxy-type web sharing is first that a proxy server needs to be introduced into the system. Since communication between the Web server and the customer side, and between the Web server and the agent side always passes through the proxy server for Web sharing, the communication path is different from that of the normal Web. For this reason, it is necessary to change the existing network configuration for introduction.

The problem of proxy Web sharing is secondly the security risk of the external proxy server. Current information systems have increased opportunities to use external cloud services. However, when Web sharing is introduced as a cloud service, the problem is that the cache of Web page data remains in the external proxy server. Even if security measures such as encryption are implemented, if Web page data is stored as a cache outside the company, the number of security risk items at the time of service introduction will increase.

A third problem of proxy Web sharing is that the URL of the page to be viewed on the customer side is not the URL of the original Web page but a URL unique to the proxy server. For this reason, when introducing Web sharing to an existing Web site, it is necessary to change the link between pages and the site configuration.

A fourth problem of proxy Web sharing is that the screen state of the customer side terminal cannot be synchronously displayed as it is on the agent side terminal. In the proxy type, a cache of page data transmitted from the proxy server to the customer side terminal is transmitted to the agent side terminal. Therefore, after the customer side receives the page data, a dynamic screen change according to the customer side terminal environment is performed. When executed by (registered trademark), the change is not reflected on the agent side. For example, a page whose appearance changes dynamically depending on the type of Web browser cannot be displayed synchronously.

Due to the fourth problem, the number of Web pages that cannot be handled by proxy Web sharing is increasing. As a feature of the Web in recent years, it is possible to increase the speed of Web site display using the VirtualDOM technology. As a representative example of VirtualDOM, React (Non-patent Document 1) developed by Facebook and used for SNS site display is known. In the conventional Web, the screen is rendered mainly using an HTML document (having a document data structure called DOM) acquired from a Web server. However, the VirtualDOM technology executes the JavaScript acquired from the Web server on the terminal side. As a result, a screen is rendered mainly using a virtual document data structure (VirtualDOM) that is dynamically configured. Proxy-type Web sharing is based on conventional HTML document-based screen rendering and does not take into account the fact that the screen is rendered by executing JavaScript on the customer terminal side. Therefore, the proxy-type Web sharing cannot support a Web site using VirtualDOM. .

In URL type Web sharing, a common Web page is acquired from a Web server by sharing URL information of a Web page being browsed by a customer side terminal and an agent side terminal. In this method, Web page data is acquired not by a proxy server but by each terminal independently. An unnecessary point for introducing a proxy server is an advantage over proxy type Web sharing.

Patent Document 5 is a URL-type Web sharing technology.

The problem of the URL-type Web sharing technique is that it cannot cope with Web page data acquisition using Cookie on the customer terminal side. Cookies are widely used on shopping carts and member site pages on the Web, and are used to acquire Web page data that reflects the status of individual users. Since the cookie differs for each user terminal, in the case of URL type Web sharing in which each terminal independently acquires Web page data, even if the customer side terminal and the agent side terminal acquire the Web page with the same URL, The Web page data acquired by the customer side terminal using the cookie of the customer side terminal and the Web page data acquired by the agent side terminal using the cookie of the agent side terminal are different from each other, and are not synchronously displayed.

The URL type Web sharing technology has a second problem that is equal to the fourth problem of the proxy type Web sharing described above.

Patent 3283018 Patent 4186164 Patent 5251717 Patent 4508118 Patent 3753244

React-A JavaScript library for building user interfaces, Internet <URL: https: // reactjs. org /> (searched February 1, 2018)

In the conventional remote support technology, a synchronization method capable of synchronously displaying and operating the Web page screens of the customer side terminal and the agent side terminal and restricting display or operation on each terminal by specifying a specific part of the Web page screen Cannot be realized.

This is because screen sharing does not have the above-mentioned fourth problem of proxy-type Web sharing, and can display the Web page screen synchronously between the customer side terminal and the agent side terminal, but designates a specific part of the Web page screen. Therefore, it is difficult to realize a synchronization method that can restrict display or operation on each terminal.

On the other hand, the Web sharing can realize a synchronization method in which a specific part of the Web page screen can be specified to restrict display or operation on each terminal.

In addition, screen sharing is difficult to achieve with standard Web browser functions, and proxy-type Web sharing has the disadvantages of the proxy server mentioned above as the first, second, and third problems. There are difficulties.

For this reason, it is a new remote support method that has the advantages of conventional screen sharing and conventional Web sharing, and also requires a simple technology for system introduction and use.

In order to solve the above-described problem, a web sharing system according to the present invention is a communication system including one customer terminal and one or more agent terminals, and the customer terminal is a page loaded from a web server. A page rendering unit that renders data as a web page screen, a page encoding unit that encodes the rendered web page screen as a structured document that can be restored on the agent terminal side, and the structured document transmitted to the agent terminal A page transmission unit that receives the structured document from the customer terminal, and a page restoration that restores and displays the rendered Web page screen from the structured document. A portion of Displaying synchronize Web page screen rendered by mer terminal in the agent terminal, and wherein.

Web sharing according to the present invention is not screen sharing because screen shot videos are not transmitted and received, and is not proxy-type Web sharing because a proxy server is not essential, and is not URL-type Web sharing because URL information is not shared. The web sharing system according to the present invention is named as structured web sharing in order to share a structured document on a web page screen.

According to the present invention, it is possible to realize a Web sharing system that can display and synchronize the Web page screens of a customer terminal and an agent terminal, and can restrict display or operation on each terminal by specifying a specific part of the Web page screen. In addition, since a relay server is not essential, system introduction becomes easy.

An example of a schematic block diagram of a Web sharing system according to the first embodiment Example of usage scene of Web sharing system according to first embodiment Example of screen configuration of customer-side web browser 100 in the web sharing system according to the first embodiment Example of page data loaded from a web server in the web sharing system according to the first embodiment An example of a flowchart illustrating an operation in which the agent 201 remotely supports the customer 200 in the Web sharing system according to the first embodiment. In the second embodiment, an example of a schematic block diagram of a customer-side Web browser 100 to which a remote-side display unit 600 is added Remote-side display screen 700 in the second embodiment Example of configuration diagram of Web sharing system according to third embodiment

Hereinafter, embodiments of the present invention will be described with reference to the accompanying drawings.

[First Embodiment]
FIG. 1 shows an example of a schematic block diagram of a Web sharing system according to the first embodiment. The Web sharing system includes a customer-side Web browser 100 for a customer to browse and operate the Web, and an agent-side Web browser 101 for an agent to remotely support a customer to browse and operate the Web. 102 is connected. The customer-side web browser 100 includes a page rendering unit 104, a web page screen 105, an update script unit 106, an agent display restriction storage unit 107, a page encoding unit 108, a page transmission unit 109, and a difference detection unit 110. A difference transmission unit 111, a difference reception unit 112, a screen change unit 113, and a WebRTC control unit 135. The agent-side Web browser 101 includes a page receiving unit 121, a page restoring unit 122, a Web page screen 123, a difference detecting unit 124, a difference transmitting unit 125, a difference receiving unit 126, a screen changing unit 127, A WebRTC control unit 136.

An example of a usage scene of the Web sharing system according to the first embodiment is shown in FIG. In FIG. 2, a customer 200 and an agent 201 use the Web sharing system shown in FIG. 1 while connecting a customer-side voice terminal 202 and an agent-side voice terminal 203 to make a voice call. The customer side voice terminal 202 and the agent side voice terminal 203 are telephones or IP telephones. The usage scene as shown in FIG. 2 is, for example, that the customer 200 consults the agent 201 over the telephone about the application method from the Web input form of the service provided on the agent 201 side. A Web input form is displayed, and the agent 201 uses the agent-side Web browser 101 that is displayed synchronously with the customer-side Web browser 100 to input the application procedure from the customer side by proxy while explaining to the customer 200 by voice. It is a scene where remote support that cannot be performed only by voice, such as, correcting mistakes, scrolling and displaying necessary input items to the customer 200, and the like.

An example of the screen configuration of the customer-side Web browser 100 in the Web sharing system according to the first embodiment is shown in FIG. The customer-side web browser 100 displays a top frame 300 on the entire surface, and the top frame 300 has a web page screen 105 as an <IFRAME> element on the inside. 1, all blocks except for the web page screen 105 among the blocks of the customer-side web browser 100 are realized by a JavaScript program loaded on the top frame 300 of FIG. 3 and an API built in the web browser.

The screen configuration of the agent-side Web browser 101 is the same as that of the customer-side Web browser 100 in FIG. 3, and all blocks except the Web page screen 123 among the blocks of the agent-side Web browser 101 in FIG. 101 is realized by a JavaScript program loaded in the top frame of 101 and an API built in the Web browser.

In the first embodiment, the data transmission / reception method between the customer-side Web browser 100 and the agent-side browser 101 is performed by P2P connection using WebRTC.

The P2P connection by the WebRTC uses the signaling server 134 on the Internet only at the start of connection. The WebRTC control unit 135 of the customer-side Web browser 100 and the WebRTC control unit 136 of the agent-side browser 101 start the P2P connection by exchanging the SDP and the ICE candidate via the signaling server 134. It is disconnected from the server 134 and performs two-way communication in which the customer-side Web browser 100 and the agent-side browser 101 are directly connected.

The page rendering unit 104 is also called a rendering engine, and renders a web page screen from page data loaded from the web server 103 via the Internet 102 and displays it on the customer-side web browser 100 as the web page screen 105.

The page data refers to data constituting a Web page including an HTML document, an XML document, a CSS document, a JavaScript, an image file, a movie file, a music file, and the like.

One of the JavaScripts that the page data has is an update script unit 106, an agent display restriction storage unit 107, a page encoding unit 108, a page transmission unit 109, and a difference detection unit that the customer-side Web browser 100 has. 110, a differential transmission unit 111, a differential reception unit 112, a screen change unit 113, and a WebRTC control unit 135.

The program is loaded into the page data by referring to an external file using an HTML SCRIPT element.

The above program can be easily introduced because it does not change the original page data except for adding the HTML SCRIPT element.

FIG. 4 is an example of the page data. The page data of FIG. 4 is described in an HTML document and has one input form element <form method = “post” action = “post.cgi”> </ form>. The above program is the program 400 <script type = “text / javascript” id = “mmi_tab_script” in the <head> </ head> element in the HTML document of FIG. "> </ Script> is described.

The update script unit 106 is configured by JavaScript included in the page data. When the page data loaded from the Web server 103 is first rendered by the page rendering unit 104, the update script unit 106 further performs program processing of the update script unit 106. When the Web page screen is changed as described above, an encoding execution instruction is issued to the page encoding unit 108.

The page encoding unit 108 is configured by JavaScript included in the page data, and is structured so that the Web page screen 105 can be restored on the agent-side Web browser 101 side when receiving an execution instruction from the update script unit 106. Encode as a document.

The encoding is a process of acquiring a DOM (Document Object Model) of the Web page screen 105 at the time of encoding as an HTML document that is a structured document. When the Web page screen is rewritten by the update script unit 106, the HTML document acquired by the encoding process is different from the HTML document included in the page data immediately after being loaded from the Web server 103.

The agent display restriction storage unit 107 holds designation of a portion that is displayed on the customer-side Web browser 100 but not displayed on the agent-side Web browser 101. The agent display restriction storage unit 107 is realized by designating the value of the class attribute of an element that is not displayed on the agent-side Web browser 101 among the HTML elements included in the page data as mmi_agent_remove.

The agent display restriction storage unit 107 can also be realized by storing element names that are not displayed on the agent-side Web browser 101 in JavaScript.

The encoding realizes that the specified element is not restored and displayed on the agent side by deleting the element specified by the agent display restriction storage unit 107 from the DOM of the Web page screen.

The encoding is performed by adding the elements included only in the agent side to the DOM of the Web page screen, and then encoding the customer page. Whether it is the browser 100 or the agent-side Web browser 101 can be mechanically determined.

The encoding includes update script unit 106, agent display restriction storage unit 107, page encoding unit 108, page transmission unit 109, difference detection unit 110, difference transmission unit 111, difference reception unit 112, and screen change. The function for the customer-side web browser 100 in the agent-side web browser 101 is encoded by deleting the program for causing the unit 113 and the WebRTC control unit 135 to function after being deleted from the DOM of the web page screen. Prevent being loaded by. In the example of FIG. 4, since the program is the program 400, it is deleted.

The page transmission unit 109 is configured by JavaScript included in the page data, and after compressing the structured document generated by the encoding for communication efficiency, transmits the data to the agent-side Web browser 101.

The agent-side Web browser 101 displays a standby screen in the initial state, and the standby screen includes a page reception unit 121, a page restoration unit 122, a difference detection unit 124, and a difference that the agent-side Web browser 101 has. A JavaScript program for causing the transmission unit 125, the differential reception unit 126, the screen change unit 127, and the WebRTC control unit 136 to function is provided.

The page receiving unit 121 has a function of receiving the structured document from the page transmitting unit 109 and decompressing the compressed data, and then passing it to the page restoring unit 122.

The page restoration unit 122 renders the structured document received from the page reception unit 121 as a web page screen, restores the screen before encoding, and displays it on the agent-side web browser 101 as the web page screen 123.

The difference detection unit 110 included in the customer-side web browser 100 is configured by JavaScript included in the page data, and includes an input value detection unit 115, a scroll position detection unit 117, a size detection unit 118, a cursor detection unit 119, And an operation / display restriction storage unit 120.

The difference detection unit 124 included in the agent-side Web browser 101 includes an input value detection unit 129, a scroll position detection unit 117, a size detection unit 131, a cursor detection unit 132, and an operation / display limit storage unit 133. The same function as the block of the same name that the difference detection unit 110 on the customer side has.

The input value detection unit 115 included in the customer-side Web browser 100 and the input value detection unit 129 included in the agent-side Web browser 101 function when the customer-side Web page screen 105 includes one or more input forms 114.

When the customer-side web page screen 105 has the input form 114, the web page screen 123 restored on the agent side has the input form 128 restored from the input form 114.

The input form 114 and the input form 128 are an <form> element defined in HTML, an input form element used for creating a form described as a child element of <form>, <button>, <input>, < A form having one or more of “select>”, “<textarea>”, and the like.

The input value detection unit 115 detects that the value of any one of the input form elements of the input form 114 has changed using a JavaScript event handler, and the type of the individual detection unit is the input value detection. And the value after the change and the information that can identify the changed element are passed to the difference transmitting unit 111.

The information that can specify the changed element includes the index number of the input form that includes the element to be specified in an array in which all input forms included in the page are arranged as a list, which can be acquired from the DOM of the Web page screen, and the input A set of two index numbers of index numbers of elements to be specified in an array in which all input form elements included in the form are arranged as a list is used.

The information that can specify the changed element may use an id attribute that can be acquired from the DOM of the Web page screen 105 and can identify the element to be specified, in addition to the set of index numbers.

The input value detection unit 115 includes a state storage unit 116 for a type of Web browser in which the JavaScript script event handler does not operate correctly. The input value detection unit 115 stores the value before the change of the input form element in the state storage unit 116, and the value of the input form element has changed by periodically comparing the value before the change with the current input value. Can also be detected.

The scroll position detection unit 117 detects a change in the scroll position of the Web page screen using a JavaScript event handler. The type of the individual detection unit is a scroll position detection unit, and the value of the scroll position after the change Information that can specify the scroll direction that has changed is passed to the difference transmission unit 111.

The value of the scroll position after the change is acquired as a ratio with respect to the total length in the scroll direction of the entire Web page. For example, when the vertical total length of a certain Web page screen is 1000 pixels, if the current vertical scroll position is at a position of 100 pixels, the value of the scroll position is acquired as 100/1000 = 0.1. By acquiring the scroll position as a percentage instead of an absolute value in this way, the approximate scroll position can be synchronized even when the customer-side Web browser 100 and the agent-side Web browser 101 have different vertical and horizontal sizes.

The information that can specify the scroll direction in which the change has occurred is a value that indicates either the vertical or horizontal direction.

The size detection unit 118 detects a change in the vertical and horizontal size of the Web page screen using a JavaScript event handler, and the type of the individual detection unit is the size detection unit, the value of the changed vertical and horizontal size, and the change The information that can specify the vertical and horizontal orientations that have occurred is passed to the differential transmission unit 111.

The cursor detection unit 119 detects a change in the position of the mouse cursor on the Web page screen using a JavaScript event handler, and the type of the individual detection unit is a cursor detection unit, and the value of the mouse cursor after the change. To the differential transmission unit 111.

The operation / display restriction storage unit 120 and the operation / display restriction storage unit 133 hold operation restrictions and display restrictions respectively set for the customer-side web browser 100 and the agent-side web browser 101. The operations include changing the input form element, changing the scroll position, changing the size of the Web page screen, and changing the cursor position.

The operation restriction is of three types: “operable and synchronizable”, “operable and non-synchronizable”, and “inoperable”.

There are two display restrictions: “original text display” and “mask display”.

The operation / display restriction storage unit 120 is realized by storing the operation restriction and the display restriction as a JavaScript variable.

The operation / display restriction storage unit 120 can be realized by designating the restriction on the input form element among the operation restriction and the display restriction as the value of the class attribute of each element. For example, an input form element that cannot be operated on the agent side is realized by designating the value of its class attribute as mmi_agent_disable. Further, the input form element to be masked on the agent side is realized by designating the value of its class attribute as mmi_agent_secret.

The operation restriction can also be specified for an element having a specific function by using JavaScript. For example, in the HTML <input> element, if you specify that the send button element defined by the value of the type attribute is “submit” must be disabled on the agent side, It is possible to prevent the side from pressing the send button without permission from the customer side.

The display restriction can also be specified for an element having a specific function by using JavaScript. For example, in the HTML <input> element, if the password input field element defined by the value of the type attribute is “password” is specified to be masked on the agent side, the customer side password is sent to the agent side. And the agent side can be prevented from seeing the customer side password.

In the case of an input form element change, an operation that has been limited to the above-described inoperability is set to a state in which neither the mouse nor the keyboard responds by the disabled attribute of HTML, and it is difficult to prevent the change of the scroll position and the Web. The page screen can be resized by returning it to its original state immediately after the operation. Changing the cursor position cannot be disabled.

The operation subjected to the restriction of non-synchronization is an operation in which, when there is a change due to the operation, the individual detection unit ignores the change and passes nothing to the difference transmission unit. Thereby, for example, the change of the scroll position is limited to “operable and synchronizable” in the customer side operation / display limit storage unit 120 and “operable and not synchronizable” in the agent side operation / display limit storage unit 133. The agent's scroll position always follows the change in the customer's scroll position, and changing the scroll position on the agent's side does not affect the customer's scroll position. The reflected design becomes possible.

The “mask display” can be set only for an element of the input form element that can input characters. Elements that are restricted to become “mask display” on the receiving side are displayed with the original character string on the transmitting side, but on the receiving side all character strings are replaced with mask characters (for example, ●). Is displayed. This is realized by transmitting all of the changed character strings with mask characters before transmission on the transmission side.

Rather than masking personal information after transmission, by replacing the changed character string with a mask character before transmission and transmitting the personal information, the personal information is not sent to the receiving side.

Also, compared to the case where the changed character string is not transmitted at all, by transmitting after replacing with a mask character, the receiving side can know from the change in the number of characters displayed that the transmitting side is inputting characters. .

For example, in the customer side operation / display restriction storage unit 120, when the “mask display” restriction on the agent side is set in the password entry field, and the password entered by the customer is “12345”, one character at a time The replaced “●●●●●” is sent to the agent.

The display restriction by the mask character is indispensable in a form that handles passwords and credit numbers. This is because the personal information entered in the password entry field or credit card number entry field on the customer side must be hidden on the agent side due to display restrictions by mask characters.

The difference transmission unit 111 passes information on the change obtained by the difference detection unit to the difference reception unit 126 of the agent-side Web browser 101.

The screen change unit 127 displays the type of the individual detection unit that has detected a change in the Web page screen 105 of the customer-side Web browser 100 from the difference transmission unit 111, information that can specify the changed part, and the value after the change. The type of change and the changed part are specified, and the value of the changed part on the Web page screen 123 is changed to the changed value. As a result, changes in the customer-side web browser 100 are reflected synchronously in the agent-side web browser 101.

When changing the value of the changed portion to the changed value, the screen changing unit 127 temporarily highlights the display style of the changed portion using CSS, thereby Make it easy for the agent to see if the part is changing.

In the agent-side Web browser 101, the operation of the difference detection unit 124 and each block of the difference detection unit 124 are the difference detection target is the Web page screen 123, and the detected change is transmitted from the difference transmission unit 125. The change in the customer-side web browser 100 is the same as the change in the customer-side web browser 100 except that the difference is received by the difference receiving unit 112 of the customer-side web browser 100 and the screen changing unit 113 changes the value of the web page screen 105. A change in the agent-side Web browser 101 is reflected in the customer-side Web browser 100 synchronously in the same manner as is reflected in the browser 101 synchronously.

FIG. 5 shows that the agent 201 operates the customer-side Web browser 100 and the agent 201 operates the agent-side Web browser 101, so that the agent 201 performs operations on the Web page shared by both. It is an example of the figure which shows the operation | movement flowchart which carries out remote assistance with respect to the customer. Hereinafter, a remote support operation using the Web sharing system will be described with reference to FIG.

In step S 3-1, the customer 200 and the agent 201 communicate with each other only by telephone voice call. From this, the Web browser is opened and the remote support of the customer 200 by the agent 201 is started. The agent 201 proceeds to step S3-2 to start remote support.

In step S3-2, the agent 201 opens a standby URL dedicated to the Web sharing system on the agent-side Web browser 101, and displays the standby screen. If the standby screen is displayed, the agent 201 proceeds to step S3-3.

In step S3-3, the agent 201 transmits the URL of the Web page to be shared with the customer 200 to the customer 200 by telephone and notifies the URL to be opened by the Web browser.

The URL of the Web page may be transmitted by text chat, SMS, e-mail or other means in addition to the telephone.

If the customer 200 receives the URL of the Web page, the process proceeds to step S3-4.

In step S3-4, when the customer 200 opens the URL of the web page with the customer-side web browser 100, the process proceeds to step S3-5.

In step S3-5, the WebRTC control unit 135 included in the Web page starts connection via the signaling server 134 to the agent-side WebRTC control unit 136 that is the connection destination specified in advance, and step S3- Proceed to 6.

In step S3-6, when the page rendering unit 104 completes the rendering of the page data loaded on the customer-side web browser 100, the process proceeds to step S3-7.

In step S3-7, on the customer side, the page encoding unit 108 starts DOM encoding of the web page screen 105, and proceeds to step S3-8.

In step S3-8, the agent display restriction storage unit 107 is referred to. If the DOM of the web page screen 105 includes a non-display designated element, the process proceeds to step S3-9. If not, the encoding is completed and step S3 is completed. Proceed to -10.

In step S3-9, the non-display element designated in the agent display restriction storage unit 107 is deleted from the DOM of the web page screen 105, and then the encoding is completed. Then, the process proceeds to step S3-10.

In step S3-10, the page transmission unit 109 of the customer-side web browser 100 compresses the structured document generated by the encoding for communication efficiency, and then transmits data to the agent-side web browser 101. In step S3- Proceed to 11.

In step S3-11, the page reception unit 121 of the agent-side Web browser receives the structured document, and the page restoration unit 122 renders the structured document as a Web page screen, thereby displaying a screen before encoding. The information is restored and displayed on the agent-side Web browser 101 as the Web page screen 123, and the process proceeds to Step S3-12.

In step S3-12, the operation restriction held in the customer-side operation / display restriction storage unit 120 is applied to the customer-side Web browser 100, and the operation restriction held in the agent-side operation / display restriction storage unit 133 is applied. Applying to the agent-side Web browser 101, the process proceeds to step S3-13.

In step S3-13, the difference detection unit 110 on the customer side and the difference detection unit 124 on the agent side both start detecting a difference in the Web page screen. If a change is detected, the process proceeds to step S3-14. Wait until a difference is detected.

From step S3-14 to step S3-20, if there is a difference detection on the customer side, the customer side is called the local side, the agent side is called the remote side, and if there is a difference detection on the agent side, the agent side is the local side, The customer side is called the remote side.

In step S3-14, the local operation / display restriction storage unit is referred to, and if there is a mask display designation for the detected change, the process proceeds to S3-15, and if there is no designation or original text display designation, step S3 is performed. Proceed to -16.

In step S3-15, after the changed value of the element with the mask display designation is replaced with a mask character, the process proceeds to step S3-16.

In step S3-16, referring to the local operation / display limit storage unit, if there is a specification indicating that synchronization is not possible for the portion where the change has been detected, the process proceeds to step S3-19, and there is no specification or specification indicating that synchronization is possible. Step S3-17 follows.

In step S3-17, the local transmission unit transmits the type of the individual detection unit that has detected the change on the local side, information that can identify the changed part, and the changed value to the remote side, Proceed to step S3-18.

In step S3-18, the remote difference receiving unit receives the data from the local difference transmitting unit, the remote screen changing unit identifies the type of change and the changed part, and the remote side The value of the changed part in the Web page screen is changed to the value after the change. As a result, the change in the Web page screen detected on the local side is synchronously reflected on the remote side, and the process proceeds to step S3-19.

In step S3-19, only the customer side determines whether a URL different from the current URL has been opened on the customer side. Another URL is opened when the customer clicks on a hyperlink in the page or enters a different URL. This determination is realized by using an event handler (onload) that occurs only when the URL is newly opened on the customer side and the page data is completely loaded. This determination method avoids the problem that the URL change on the Web page screen 105 side cannot be read from the top frame 300 side when the top frame 300 of FIG. 3 and the Web page screen 105 display pages of different domains. It is a way for. If another URL is opened on the customer side, both the customer-side procedure and the agent-side procedure return to step S3-6 to continue the procedure for the page data loaded from the new URL. If another URL has not been opened, the process proceeds to step S-20.

In step S3-20, it is determined whether the browser is closed on the local side or the remote side. The procedure ends when you close the browser. If it is not closed, the process returns to step S3-13 to continue to detect the difference.

[Effect of the first embodiment]
As described above, the Web sharing system according to the first embodiment includes the customer-side Web browser 100 for the customer to browse and operate the Web, and the agent-side Web for the agent to remotely support the Web browsing and operation by the customer. The customer-side web browser 100 includes a page rendering unit 104, a web page screen 105, an update script unit 106, an agent display restriction storage unit 107, and a browser 101. The page encoding unit 108, the page transmission unit 109, the difference detection unit 110, the difference transmission unit 111, the difference reception unit 112, the screen change unit 113, and the WebRTC control unit 135, and the agent side The web browser 101 is a page receiving unit 1 1, a page restoration unit 122, a web page screen 123, a difference detection unit 124, a difference transmission unit 125, a difference reception unit 126, a screen change unit 127, and a WebRTC control unit 136. .

In other words, this is a method different from screen sharing for sending and receiving screen shot videos, and is different from proxy web sharing in which a proxy server transmits page data to both the customer side terminal and the agent side terminal, and URL information This is a different system from the shared URL type Web sharing.

Accordingly, it is possible to realize a Web sharing system that can display and synchronize the Web page screens of the customer terminal and the agent terminal, and can specify a specific part of the Web page screen to restrict display or operation on each terminal.

This is because in the first embodiment, the screen state of the customer side terminal is acquired and encoded as a DOM of the Web page screen, and can be synchronously displayed as it is on the agent side terminal. The problem is solved.

Further, in the first embodiment, since a specific part of the Web page screen can be specified in synchronization and display restriction and operation restriction at each terminal can be performed, the problem of screen sharing is solved.

In the first embodiment, since the screen state on the customer side can be transmitted directly to the agent side, the first, second, and third problems of the proxy-type Web sharing using the proxy server are solved, and the system Is easy to introduce and use.

In the first embodiment, the Web sharing function can be used by adding a single line <script> element as shown in the program 400 of FIG. 4 to an existing Web page. And easy to use.

[Second Embodiment]
The second embodiment is characterized in that a remote display unit is added to the customer-side Web browser 100 of FIG. 1 of the first embodiment, and the other blocks in FIG. 1 are the same as those of the first embodiment. FIG. 6 shows an example of a schematic block diagram of the customer-side Web browser 100 to which the remote-side display unit 600 is added in the second embodiment.

The remote-side display unit 600 in FIG. 6 has a function of displaying the same content as that displayed on the agent-side web page screen 123.

An example of the screen configuration of the customer-side Web browser 100 in the Web sharing system according to the second embodiment is shown in FIG. FIG. 7 is characterized in that a remote display screen 700 is added next to the Web page screen 105 with respect to FIG. 3 which is a screen configuration example of the first embodiment. The display contents of the remote display screen 700 are determined by the remote display unit 600.

The remote display unit 600 has the same restoration function as the agent side page restoration unit in FIG. 1 and can receive data sent from the page transmission unit 109 and restore the page on the remote side display screen 700.

The remote display unit 600 has the same screen change function as the agent side screen change unit 127 in FIG. 1, and can receive the data sent from the difference transmission unit 111 and reflect it on the remote display screen 700.

The remote display unit 600 has the same screen change function as that of the customer screen change unit 113 in FIG.

[Effects of Second Embodiment]
As described above, the Web sharing system according to the second embodiment has the remote-side display unit 600 that displays the same content as that displayed on the agent-side Web page screen 123.

This function contributes to the security of security in web sharing. Even if the password and the credit card number entered by the customer are not visible to the agent due to restrictions of the operation / display restriction storage unit 120, there is means for confirming that on the customer. Without it, Web sharing cannot be used with peace of mind. Since the remote side display unit 600 displays the content actually seen on the agent side as it is on the customer side, the customer confirms that the password character string and credit card number entered by the customer are not visible, Web sharing system can be used with peace of mind.

[Third Embodiment]
In the Web sharing system according to the third embodiment, the connection between the customer-side Web browser 100 and the agent-side Web browser 101 in FIG. 1 of the first embodiment is the P2P method using WebRTC, but via a relay server. It is characterized by adopting the above connection method.

FIG. 8 shows an example of a configuration diagram of a Web sharing system according to the third embodiment. The Web sharing system removes the signaling server 134, the WebRTC control unit 135, and the WebRTC control unit 136 from FIG. 1 of the first embodiment, and adds the relay server 800, whereby the customer side Web browser 100 and the agent side Web are added. Communication with the browser 101 is connected via the relay server. Further, the customer-side audio terminal 202 and the agent-side audio terminal 203 are removed from FIG. Is realized.

The relay server 800 includes a user authentication unit 803 that authenticates the customer 200 and the agent 201, thereby realizing user authentication.

The relay server 800 sets the operation / display restriction corresponding to the result of the user authentication to the operation / display restriction storage unit 120 of the customer-side Web browser 100 and the operation / display restriction storage unit 133 of the agent-side Web browser 101. By having the operation / display restriction management unit 805 to be stored, the operation / display restriction for each user is realized.

The relay server 800 has an incoming call automatic distribution device 804, the customer-side Web browser 100 has an agent call button, and the customer 200 presses the call button, whereby the incoming call automatic distribution device 804 One agent connected to the customer is selected from a plurality of waiting agents 809, and the customer-side Web browser 100 and customer-side audio / video terminal 801 are selected as the agent-side Web browser of the selected agent 201. 101 and the agent-side audio / video terminal 802 are started to establish a call center type communication session.

The relay server 800 includes a change history storage unit 806 that holds transmission contents of the page transmission unit 109, the differential transmission unit 111, and the differential transmission unit 125 of FIG. When one or more new agents are added to the communication session to become a communication session of three or more parties, the new agent receives the past transmission contents from the change history storage unit 806, thereby existing The same Web page screen as that of the agent 201 is displayed.

In a communication session between the customer 200 and the agent 201, when the agent 201 leaves and performs a call transfer in which a new agent participates, the new agent receives past transmission contents from the change history storage unit 806. As a result, the same Web page screen that has been displayed on the existing agent 201 side can be taken over and displayed.

The relay server 800 has an effective URL storage unit 807, and when the customer-side web browser 100 or the agent-side web browser 101 loads a new web page, the relay server 800 notifies the relay server 800 of the URL and loads the relay server 800. When the notified URL is not included in the valid URL storage unit 807, the server realizes that the communication is not relayed until a new URL is notified.

The relay server 800 includes an audio / video relay unit 808, and realizes to relay an audio / video call between the customer-side audio / video terminal 801 and the agent-side audio / video terminal 802.

A text chat may be used instead of the audio-video call.

When a hyperlink included in the web page screen 123 of the agent-side web browser 101 is clicked, a new web page screen is displayed on the web page screen 123, and the new web page screen is loaded when the relay server 800 is loaded. The relay server 800 notifies the customer terminal of the URL, and the customer-side Web browser 100 loads the page data of the URL from the Web server 103. Thus, the Web page screen newly displayed on the agent side along with the Web page screen transition can be synchronously displayed on the customer-side Web page screen.

[Effect of the third embodiment]
The Web sharing system according to the third embodiment enables user authentication by adopting a connection method via a relay server, and makes a customer using an incoming call automatic distribution device (ACD) optimal among a plurality of waiting agents. A call center that can be connected to a single person, a new agent can participate in the middle of web sharing, call transfer is possible, URLs that can be web shared are restricted, and audio-video conversation is realized. Features.

Since the relay server in the third embodiment is not a proxy server and does not leave a page cache, the second problem of the proxy Web sharing does not occur.

100 Customer-side Web browser 101 Agent-side Web browser 102 Internet 103 Web server 104 Page rendering unit 105 Web page screen 106 Update script unit 107 Agent display restriction storage unit 108 Page encoding unit 109 Page transmission unit 110 Difference detection unit 111 Difference transmission unit 112 Difference reception unit 113 Screen change unit 114 Input form 115 Input value detection unit 116 State storage unit 117 Scroll position detection unit 118 Size detection unit 119 Cursor detection unit 120 Operation / display limit storage unit 121 Page reception unit 122 Page restoration unit 123 Web page Screen 124 Difference detection unit 125 Difference transmission unit 126 Difference reception unit 127 Screen change unit 128 Input form 129 Input value detection unit 130 State storage unit 131 Size detection 132 Cursor Detection Unit 133 Operation / Display Limit Storage Unit 134 Signaling Server 135 WebRTC Control Unit 136 WebRTC Control Unit 200 Customer 201 Agent 202 Customer Side Voice Terminal 203 Agent Side Voice Terminal 300 Top Frame 400 Program 600 Remote Side Display Unit 700 Remote Side Display Screen 800 Relay server 801 Customer side audio video terminal 802 Agent side audio video terminal 803 User authentication unit 804 Incoming call automatic distribution device 805 Operation / display restriction management unit 806 Change history storage unit 807 Effective URL storage unit 808 Audio video relay unit 809 Standby Agent

Claims (56)

A communication system comprising one customer terminal and one or more agent terminals,
The customer terminal is
A page rendering unit that renders page data loaded from a web server as a web page screen;
A page encoding unit that encodes the rendered Web page screen as a structured document that can be restored on the agent terminal side;
A page transmission unit for transmitting the structured document to the agent terminal;
With
The agent terminal is
A page receiver for receiving the structured document from the customer terminal;
A page restoration unit for restoring and displaying the rendered web page screen from the structured document;
By providing
Synchronously displaying the web page screen rendered on the customer terminal side on the agent terminal side;
Web sharing system characterized by this. The page encoding unit
When the page data is loaded into the page rendering unit and rendering is completed, the encoding is performed,
Subsequently, the page transmission unit transmits the structured document created by the encoding to the agent terminal,
Synchronously displaying on the agent terminal side the web page screen newly displayed with the web page screen transition on the customer terminal side;
The Web sharing system according to claim 1. The page data loaded in the page rendering unit has a program for changing the Web page screen;
The page encoding unit
Performing the encoding when the program changes the Web page screen;
Subsequently, the page transmission unit transmits the structured document created by the encoding to the agent terminal,
Synchronously displaying the display content of the Web page screen changed by the program on the customer terminal side on the agent terminal side;
The Web sharing system according to claim 1 or 2, wherein The customer terminal is
An agent display restriction storage unit for holding a portion of the contents of the web page screen that is restricted to be displayed on the agent terminal side;
The page encoding unit performs the encoding after deleting or masking the display restriction part,
Restricting the display of the web page screen restored on the agent terminal side;
The Web sharing system according to any one of claims 1 to 3, wherein: The customer terminal is
A difference detection unit for detecting a change in the web page screen;
A difference transmitter for transmitting information to the agent terminal that can identify the changed content and the changed part;
With
The agent terminal is
A difference receiving unit for receiving the changed content and the changed portion specifying information from the customer terminal;
A screen changing unit for changing a part specified by the changed part specifying information in the Web page screen of the agent terminal to the changed content;
By providing
Synchronously displaying changes in the web page screen on the customer terminal side on the agent terminal side;
The Web sharing system according to any one of claims 1 to 4, wherein: The agent terminal is
A difference detection unit having at least one individual detection unit for detecting a change in the Web page screen of the agent terminal for each type of change;
A difference transmitter for transmitting information to the customer terminal that can identify the changed content and the changed part;
With
The customer terminal is
A difference receiving unit for receiving the changed content and the changed portion specifying information from the agent terminal;
A screen changing unit that changes a part specified by the changed part specifying information in the Web page screen of the customer terminal to the changed content;
By providing
Synchronously displaying changes in the Web page screen on the agent terminal side on the customer terminal side;
The Web sharing system according to claim 1, wherein: The web page screen has one or more input form elements;
The difference detection unit
An input value detection unit that detects a change in the value of the input form element as one of the individual detection units,
The type of the individual detection unit, the value of the input form element after the change, and information that can identify the input form element that has changed,
By transmitting from the difference transmitter,
Synchronizing the value of the input form element displayed on the customer terminal side with the value of the input form element displayed on the agent terminal side;
The Web sharing system according to claim 5 or 6, wherein The input value detector is
A state storage unit for storing a value before change of the input form element;
Detecting a change in the value of the input form element by comparing the value before the change with the current input value;
The Web sharing system according to claim 7, wherein: The input value detector is
Detecting a change in the input form element using an event handler;
The web sharing system according to claim 7 or 8, characterized in that The input form element is:
Being highlighted when the value is changed by the screen changing unit,
The Web sharing system according to claim 7, wherein: The difference detection unit
One of the individual detection units includes a scroll position detection unit that detects a change in the scroll position of the web page screen.
The type of the individual detection unit, the value of the scroll position after the change, and information that can specify the scroll direction in which the change has occurred,
Transmitted from the differential transmission unit,
The screen changing unit
By reflecting the scroll position value and scroll direction after the change in the scroll position of the web page screen,
Synchronously displaying the scroll position of the web page screen on the customer terminal side and the scroll position of the web page screen on the agent terminal side;
The Web sharing system according to claim 5, wherein: The scroll position detector
By acquiring the scroll position of the Web page screen as a percentage of the total length of the Web page and detecting the change,
Synchronously displaying the ratio of the scroll position of the Web page screen on the customer terminal side to the length of the entire Web page and the ratio of the scroll position of the Web page screen on the agent terminal side to the length of the entire Web page;
The Web sharing system according to claim 11. The difference detection unit
One of the individual detection units has a size detection unit that detects the vertical and horizontal lengths of the Web page screen.
The type of the individual detector, the value of the length after the change, and the vertical and horizontal orientations that have changed,
Transmitted from the differential transmission unit,
The screen changing unit reflects the value of the length after the change in the vertical and horizontal lengths of the Web page screen,
Synchronously displaying the size of the web page screen on the customer terminal side and the size of the web page screen on the agent terminal side;
The Web sharing system according to any one of claims 5 to 12, wherein The difference detection unit
One of the individual detection units has a cursor detection unit that detects a change in the position of the mouse cursor on the Web page screen.
The type of the individual detector and the position of the mouse cursor after the change,
Transmitted from the differential transmission unit,
The screen changing unit displays a mouse cursor image at the changed mouse cursor position on the Web page screen,
The customer terminal side and the agent terminal side synchronously display each other's mouse cursor position;
The Web sharing system according to claim 5, wherein: The difference detection unit
It has an operation restriction storage unit that holds operation restrictions set for each terminal,
The terminal operation with the operation restriction set cannot be performed,
The individual detection unit does not detect a change when the operation is restricted;
The web sharing system according to any one of claims 5 to 14, wherein: The operation restriction is determined by a difference between whether the terminal is a customer terminal or an agent terminal;
The Web sharing system according to claim 15, wherein: The difference detection unit
A display restriction storage unit that holds display restrictions set for each terminal;
When there is the display restriction, the difference detection unit detects the value after the change,
Passing a value to the differential transmission unit after performing replacement using a mask character so that it cannot be read;
The Web sharing system according to any one of claims 5 to 16, wherein The display limit is determined by a difference between whether the terminal is a customer terminal or an agent terminal;
The web sharing system according to claim 17, wherein: The customer terminal can realize its function without changing the appearance of the Web page screen simply by adding a dedicated script element of one line to the page data;
The Web sharing system according to any one of claims 1 to 18, wherein The customer terminal has a remote-side display unit that displays the same content as the Web page screen on the agent terminal side,
The display content on the agent terminal side can also be confirmed from the customer terminal side,
The Web sharing system according to any one of claims 1 to 19, wherein: Communication between the customer terminal and the agent terminal is realized by P2P connection via a signaling server;
21. The Web sharing system according to claim 1, wherein Comprising a relay server between the customer terminal and the agent terminal;
Communication between the customer terminal and the agent terminal is relayed by the relay server;
21. The Web sharing system according to claim 1, wherein The relay server is
A change history storage unit that holds transmission contents of the page transmission unit and the difference transmission unit;
When a new agent terminal is added in the communication between the customer terminal and the agent terminal,
The new agent terminal receives the past transmission content from the change history storage unit,
Displaying the same web page screen as an existing agent terminal;
The web sharing system according to claim 22, wherein: When a hyperlink included in the Web page screen on the agent terminal is clicked,
A new web page screen is displayed on the agent terminal,
The new Web page screen has a program for notifying the relay server of the URL of the new Web page when loaded,
The relay server notifies the customer terminal of the URL,
When the customer terminal loads the page data of the URL from a Web server,
Synchronously displaying on the customer terminal side the web page screen newly displayed with the web page screen transition on the agent terminal side;
24. The Web sharing system according to claim 22 or 23. The relay server includes a user authentication unit that authenticates users of the customer terminal and the agent terminal,
By providing an operation / display limit management unit for setting operation / display authority corresponding to the result of user authentication to the customer terminal and the agent terminal,
The ability to restrict usage by user,
The web sharing system according to any one of claims 22 to 24, wherein: The relay server has an incoming call automatic distribution device,
The customer terminal starts using the web sharing system,
The incoming call automatic distribution device selects one agent terminal to be connected to the customer terminal from a plurality of agent terminals,
Initiating a communication session between the customer terminal and the selected agent terminal;
26. The Web sharing system according to claim 22, wherein The relay server has an effective URL storage unit,
The customer terminal or the agent terminal notifies the relay server of the URL when loading a new Web page,
When the notified URL does not include the notified URL in the effective URL storage unit,
Also, do not relay communication until a new URL is notified,
27. The Web sharing system according to any one of claims 22 to 26. The relay server is
Between the customer terminal and the agent terminal,
Relay a text chat or voice or audio-video call;
The Web sharing system according to any one of claims 22 to 27, wherein: A communication program comprising one customer terminal and one or more agent terminals,
The customer terminal is
Computer
A page rendering unit that renders page data loaded from a web server as a web page screen;
A page encoding unit that encodes the rendered Web page screen as a structured document that can be restored on the agent terminal side;
A page transmission unit for transmitting the structured document to the agent terminal;
Function as
The agent terminal is
Computer
A page receiver for receiving the structured document from the customer terminal;
A page restoration unit for restoring and displaying the rendered web page screen from the structured document;
Function as
Synchronously displaying the web page screen rendered on the customer terminal side on the agent terminal side;
A program characterized by The page encoding unit
When the page data is loaded into the page rendering unit and rendering is completed, the encoding is performed,
Subsequently, the page transmission unit transmits the structured document created by the encoding to the agent terminal,
Synchronously displaying on the agent terminal side the web page screen newly displayed with the web page screen transition on the customer terminal side;
31. The program according to claim 30, wherein: The page data loaded in the page rendering unit has a program for changing the Web page screen;
The page encoding unit
Performing the encoding when the program changes the Web page screen;
Subsequently, the page transmission unit transmits the structured document created by the encoding to the agent terminal,
Synchronously displaying the display content of the Web page screen changed by the program on the customer terminal side on the agent terminal side;
31. The program according to claim 29 or 30, characterized in that The customer terminal is
An agent display restriction storage unit for holding a portion of the contents of the web page screen that is restricted to be displayed on the agent terminal side;
The page encoding unit performs the encoding after deleting or masking the display restriction part,
Restricting the display of the web page screen restored on the agent terminal side;
32. The program according to any one of claims 29 to 31. The customer terminal is
A difference detection unit for detecting a change in the web page screen;
A difference transmitter for transmitting information to the agent terminal that can identify the changed content and the changed part;
With
The agent terminal is
A difference receiving unit for receiving the changed content and the changed portion specifying information from the customer terminal;
A screen changing unit for changing a part specified by the changed part specifying information in the Web page screen of the agent terminal to the changed content;
By providing
Synchronously displaying changes in the web page screen on the customer terminal side on the agent terminal side;
A program according to any one of claims 29 to 32. The agent terminal is
A difference detection unit having at least one individual detection unit for detecting a change in the Web page screen of the agent terminal for each type of change;
A difference transmitter for transmitting information to the customer terminal that can identify the changed content and the changed part;
With
The customer terminal is
A difference receiving unit for receiving the changed content and the changed portion specifying information from the agent terminal;
A screen changing unit that changes a part specified by the changed part specifying information in the Web page screen of the customer terminal to the changed content;
By providing
Synchronously displaying changes in the Web page screen on the agent terminal side on the customer terminal side;
The program according to any one of claims 29 to 33, wherein: The web page screen has one or more input form elements;
The difference detection unit
An input value detection unit that detects a change in the value of the input form element as one of the individual detection units,
The type of the individual detection unit, the value of the input form element after the change, and information that can identify the input form element that has changed,
By transmitting from the difference transmitter,
Synchronizing the value of the input form element displayed on the customer terminal side with the value of the input form element displayed on the agent terminal side;
35. The program according to claim 33 or 34. The input value detector is
A state storage unit for storing a value before change of the input form element;
Detecting a change in the value of the input form element by comparing the value before the change with the current input value;
36. The program according to claim 35. The input value detector is
Detecting a change in the input form element using an event handler;
37. The program according to claim 35 or 36. The input form element is:
Being highlighted when the value is changed by the screen changing unit,
38. A program according to any one of claims 35 to 37. The difference detection unit
One of the individual detection units includes a scroll position detection unit that detects a change in the scroll position of the web page screen.
The type of the individual detection unit, the value of the scroll position after the change, and information that can specify the scroll direction in which the change has occurred,
Transmitted from the differential transmission unit,
The screen changing unit
By reflecting the scroll position value and scroll direction after the change in the scroll position of the web page screen,
Synchronously displaying the scroll position of the web page screen on the customer terminal side and the scroll position of the web page screen on the agent terminal side;
The program according to any one of claims 33 to 38. The scroll position detector
By acquiring the scroll position of the Web page screen as a percentage of the total length of the Web page and detecting the change,
Synchronously displaying the ratio of the scroll position of the Web page screen on the customer terminal side to the length of the entire Web page and the ratio of the scroll position of the Web page screen on the agent terminal side to the length of the entire Web page;
40. A program according to claim 39. The difference detection unit
One of the individual detection units has a size detection unit that detects the vertical and horizontal lengths of the Web page screen.
The type of the individual detector, the value of the length after the change, and the vertical and horizontal orientations that have changed,
Transmitted from the differential transmission unit,
The screen changing unit reflects the value of the length after the change in the vertical and horizontal lengths of the Web page screen,
Synchronously displaying the size of the web page screen on the customer terminal side and the size of the web page screen on the agent terminal side;
41. The program according to any one of claims 33 to 40, wherein: The difference detection unit
One of the individual detection units has a cursor detection unit that detects a change in the position of the mouse cursor on the Web page screen.
The type of the individual detector and the position of the mouse cursor after the change,
Transmitted from the differential transmission unit,
The screen changing unit displays a mouse cursor image at the changed mouse cursor position on the Web page screen,
The customer terminal side and the agent terminal side synchronously display each other's mouse cursor position;
42. The program according to any one of claims 33 to 41, wherein: The difference detection unit
It has an operation restriction storage unit that holds operation restrictions set for each terminal,
The terminal operation with the operation restriction set cannot be performed,
The individual detection unit does not detect a change when the operation is restricted;
43. A program according to any one of claims 33 to 42. The operation restriction is determined by a difference between whether the terminal is a customer terminal or an agent terminal;
44. The program according to claim 43. The difference detection unit
A display restriction storage unit that holds display restrictions set for each terminal;
When there is the display restriction, the difference detection unit detects the value after the change,
Passing a value to the differential transmission unit after performing replacement using a mask character so that it cannot be read;
45. A program according to any one of claims 33 to 44. The display limit is determined by a difference between whether the terminal is a customer terminal or an agent terminal;
46. The program according to claim 45. The customer terminal can realize its function without changing the appearance of the Web page screen simply by adding a dedicated script element of one line to the page data;
47. The program according to any one of claims 29 to 46, wherein: The customer terminal has a remote-side display unit that displays the same content as the Web page screen on the agent terminal side,
The display content on the agent terminal side can also be confirmed from the customer terminal side,
48. A program according to any one of claims 29 to 47, wherein: Communication between the customer terminal and the agent terminal is realized by P2P connection via a signaling server;
49. A program according to any one of claims 29 to 48, wherein: Comprising a relay server between the customer terminal and the agent terminal;
Communication between the customer terminal and the agent terminal is relayed by the relay server;
49. A program according to any one of claims 29 to 48, wherein: The relay server is
A change history storage unit that holds transmission contents of the page transmission unit and the difference transmission unit;
When a new agent terminal is added in the communication between the customer terminal and the agent terminal,
The new agent terminal receives the past transmission content from the change history storage unit,
Displaying the same web page screen as an existing agent terminal;
51. The program according to claim 50, wherein: When a hyperlink included in the Web page screen on the agent terminal is clicked,
A new web page screen is displayed on the agent terminal,
The new Web page screen has a program for notifying the relay server of the URL of the new Web page when loaded,
The relay server notifies the customer terminal of the URL,
When the customer terminal loads the page data of the URL from a Web server,
Synchronously displaying on the customer terminal side the web page screen newly displayed with the web page screen transition on the agent terminal side;
52. The program according to claim 50 or 51, wherein: The relay server includes a user authentication unit that authenticates users of the customer terminal and the agent terminal,
By providing an operation / display limit management unit for setting operation / display authority corresponding to the result of user authentication to the customer terminal and the agent terminal,
The ability to restrict usage by user,
53. A program according to any one of claims 50 to 52. The relay server has an incoming call automatic distribution device,
The customer terminal starts using the web sharing system,
The incoming call automatic distribution device selects one agent terminal to be connected to the customer terminal from a plurality of agent terminals,
Initiating a communication session between the customer terminal and the selected agent terminal;
54. The program according to any one of claims 50 to 53, wherein: The relay server has an effective URL storage unit,
The customer terminal or the agent terminal notifies the relay server of the URL when loading a new Web page,
When the notified URL does not include the notified URL in the effective URL storage unit,
Also, do not relay communication until a new URL is notified,
The program according to any one of claims 50 to 54, wherein: The relay server is
Between the customer terminal and the agent terminal,
Relay a text chat or voice or audio-video call;
56. The program according to any one of claims 50 to 55, wherein:

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