JP5702341B2 - Portable terminal receiving remote support, remote support method, remote support program, operator system, operator server, and operator terminal - Google Patents

Description

  The present invention relates to a portable terminal connected to an operator terminal via a public network and receiving remote support, a remote support method, a remote support program, an operator system, an operator server, and an operator terminal.

  In recent years, various services are provided to users by connecting a mobile terminal connected to a public network to a Web server or the like. In particular, with the advent of smartphones (high-function mobile phones), it has become possible to perform advanced services that have been provided for personal computers with mobile phones.

  In addition, various functions are installed in the smartphone itself, not the service provided by the server. Therefore, it often takes time for the user to become familiar with all the functions installed. For example, even if a function desired by the user is mounted on a smartphone, the method of setting the function is unknown, so that the user cannot use the function.

  Therefore, in order to make maximum use of such advanced Web services and advanced smartphone functions, the user needs to be familiar with setting operations and functions for the smartphone. Furthermore, when a user unfamiliar with the operation makes settings for the terminal for the first time, setting information that should not be deleted is often deleted, or errors are caused by inappropriate settings. .

  For such a problem, a method for remotely setting a user's terminal or instructing a user from a remote location by performing remote support (remote maintenance) on the user's terminal from the system is known. . For example, in Patent Document 1, the screen information of each client to be supported is acquired on the server side, and the screen information is always displayed in a list on the server, thereby improving the efficiency of support and monitoring for the client. It is disclosed.

Japanese Patent Laid-Open No. 2003-6062 JP 2011-034315 A

  On the other hand, it is known that remote operation is performed by performing remote login or the like from a terminal that performs remote support to a user terminal that receives support, and sharing a screen in real time. That is, the screen displayed on the user terminal is sequentially transferred and displayed on the operator terminal, and when the operator terminal is operated, an input operation (remote operation) is performed as if the user terminal is operated. Can be performed. Furthermore, Patent Document 2 discloses a method of performing remote support using a mobile phone.

  However, the operator who operates the operator terminal may have a problem with the device connected to the remote login device instead of the remote login device as a result of the remote login. is there. For example, when connecting a supported smartphone to a home wireless LAN, it is necessary to set the service set identifier (SSID). At this time, browse and operate the SSID setting of the wireless router. Need arises. However, there is no hesitation even if you log in only to your smartphone.

  Therefore, the present inventor has paid attention to whether or not a device (here, a smartphone) that is a support target can be used to operate or view a device that is communicably connected to the device.

  For remote operation of electronic devices, authentication using an ID or password is usually required from the viewpoint of security. Information necessary for this authentication needs to be shared between the owner of the electronic device and the operator who performs the remote operation because the set one needs to be shared with the other.

  In addition, in the present invention, there is a possibility that a plurality of devices are connected so as to be communicable step by step. In such a configuration, when authentication is required at each connection stage, authentication is unnecessarily multiplexed, resulting in an increase in support effort. In such a case, the inventor of the present invention also paid attention to the fact that by appropriately constructing a system, the number of times of authentication can be minimized and the effort of sharing authentication information can be reduced.

  In view of these problems, the present invention uses the target device accessed by the operator terminal when there is a problem not with the target device accessed by the operator terminal but with another device communicably connected to the device. By doing so, the portable terminal, the remote support method, the remote support method, the operator system, the operator server, and the operator that enable the setting operation of the other device and the browsing of the device status and reduce the trouble of managing the authentication information The purpose is to provide a terminal.

  The present invention provides the following solutions.

The invention according to the first aspect is a portable terminal that is connected to an electrical appliance through a local area network and receives remote support from an operator terminal that is connected to be communicable through a public network. And
In accordance with an instruction from the operator terminal, an appliance detection means for detecting an appliance connected to a local area network to which the portable terminal is connected;
Electrical appliance determination means for determining model-related information of the detected electrical appliance;
Authentication information receiving means for receiving authentication information for enabling either the setting operation of the electrical appliance or browsing of the device status from the operator terminal;
Operator assistance means for enabling either setting operation of the appliance or browsing of the device status based on the model-related information determined from the operator terminal and the authentication information received by the authentication information receiving means; ,
Authentication information storage means for storing a part or all of the authentication information received by the authentication information receiving means in a storage unit;
A storage information use approval unit for accepting whether or not to use the authentication information stored in the portable terminal by the authentication information storage unit from at least one of the portable terminal and the operator terminal;
With
Only when the use permission is accepted by the stored information use approval unit, the operator assistant unit uses the authentication information stored by the authentication information storage unit instead of the authentication information received by the authentication information receiving unit. A portable terminal that enables either the setting operation of the appliance or the browsing of the device status is provided.

According to the first aspect of the invention, a portable terminal connected to an electrical appliance via a local area network and receiving remote support from an operator terminal connected to be able to communicate via a public network Detects an appliance connected to a local area network to which the portable terminal is connected according to an instruction from the operator terminal, determines model-related information of the detected appliance, and The authentication information for enabling either the setting operation of the appliance or the browsing of the device status is received from the terminal, and the determined model-related information and the authentication information receiving means are received from the operator terminal. Based on the received authentication information, either the setting operation of the appliance or the browsing of the device status is enabled. Further, whether or not the authentication information stored in the portable terminal can be used is accepted from at least one of the portable terminal and the operator terminal, and only when the use permission is accepted, instead of the received authentication information, The authentication information stored by the authentication information storage means is used.

The invention according to the second feature is
It is connected so that it can communicate with the operator server,
Authentication information transmitting means for transmitting a part or all of the authentication information to the operator server connected to be communicable;
The portable terminal which is invention which concerns on 1st characteristic provided with this is provided.

According to the second aspect of the invention, the portable terminal according to the first aspect of the invention connected so as to be communicable with the operator server is configured such that part or all of the authentication information is communicably connected. Transmit to the operator server.

The invention according to the third feature is
An operator server that receives the authentication information transmitted by the authentication information transmitting means of the portable terminal that is the invention according to the second feature and stores the authentication information in a storage unit or a device corresponding to the storage unit I will provide a.

According to the invention according to the third feature, the operator server receives the authentication information transmitted by the authentication information transmitting means included in the portable terminal according to the invention according to the second feature, and stores the authentication information. The authentication information is stored in a device corresponding to the unit.

The invention according to the fourth feature is as follows:
A communication unit that is communicably connected to the portable terminal that is the invention according to any one of the first to third features, receives authentication information transmitted from the operator terminal, and corresponds to a storage unit or a storage unit An operator server for storing the authentication information is provided.

According to the fourth aspect of the invention, the operator server connected to be communicable with the portable terminal according to any one of the first to third aspects of the authentication server transmits the authentication information transmitted from the operator terminal. The authentication information is received and stored in a storage unit or a device corresponding to the storage unit.

The invention according to the fifth feature is
A portable terminal that is communicatively connected to an electrical appliance via a local area network and receives remote support from an operator terminal that is communicatively connected via a public network;
An operator system configured to be communicably connected to the operator terminal,
The portable terminal is
In accordance with an instruction from the operator terminal, an appliance detection means for detecting an appliance connected to a local area network to which the portable terminal is connected;
Electrical appliance determination means for determining model-related information of the detected electrical appliance;
Authentication information receiving means for receiving authentication information for enabling either the setting operation of the electrical appliance or browsing of the device status from either the operator terminal or the operator server;
Operator assistance means for enabling either setting operation of the appliance or browsing of the device status based on the model-related information determined from the operator terminal and the authentication information received by the authentication information receiving means; ,
With
The operator server is
Network map generating means for receiving model related information of the appliance from the portable terminal and generating a network map regarding the portable terminal, the local area network, and the appliance based on the model related information of the appliance And authentication information storage means for receiving authentication information from the portable terminal or the operator terminal and storing it in a storage unit or a device corresponding to the storage unit,
The portable terminal further includes:
Authentication information storage means for storing a part or all of the authentication information received by the authentication information receiving means in a storage unit;
A storage information use approval unit for accepting whether or not to use the authentication information stored in the portable terminal by the authentication information storage unit from at least one of the portable terminal and the operator terminal;
The portable terminal includes the authentication information storage means instead of the authentication information received by the authentication information reception means in the operator assistant means only when the use permission is accepted by the storage information use approval means. using the stored authentication information by, providing an operator system that enables either viewing setting operation or device status of the appliance.

According to the fifth aspect of the invention,
A portable terminal that is communicably connected to an electrical appliance via a local area network and receives remote support from an operator terminal that is communicably connected via a public line network, and is connected to be communicable with the operator terminal. In an operator system comprising an operator server
The portable terminal detects an appliance connected to a local area network to which the portable terminal is connected in accordance with an instruction from the operator terminal, and determines model-related information of the detected appliance And receiving authentication information for enabling either the setting operation of the electrical appliance or the viewing of the device status from either the operator terminal or the operator server, and determining from the operator terminal Based on the model-related information that has been made and the authentication information that has been received, enabling either the setting operation of the appliance or the viewing of the device status,
In addition, the operator server receives model related information of the electrical appliance from the portable terminal, and based on the model related information of the electrical appliance, a network map relating to the portable terminal, the local area network, and the electrical appliance Is generated, and the authentication information is received from the portable terminal or the operator terminal, and stored in a storage unit or a device corresponding to the storage unit. The portable terminal further stores part or all of the received authentication information in a storage unit, and determines whether the authentication information stored in the portable terminal can be used between the portable terminal and the operator terminal. receiving from at least one, only in the case of receiving the use permission, instead of the received authentication information, using the stored authentication information, that enables either viewing setting operation or device status of the appliance .

The invention according to the fifth feature is a category of the operator system, but the remote support method and the program for the operator system have the same operations and effects.

The invention according to the sixth feature is
A remote support method executed by a portable terminal that is communicably connected to an appliance via a local area network and receives remote support from an operator terminal that is communicably connected via a public network,
Detecting an electrical appliance connected to a local area network to which the portable terminal is connected in response to an instruction from the operator terminal;
Determining model-related information of the detected appliance;
From the operator terminal, receiving authentication information for enabling either the setting operation of the appliance or browsing of the device status;
Storing a part or all of the received authentication information in a storage unit;
Based on either the model-related information determined from the operator terminal, the received authentication information, or the authentication information stored in the storage unit, either the setting operation of the appliance or the viewing of the device status Steps to enable
Receiving at least one of the portable terminal and the operator terminal whether to use the authentication information stored in the portable terminal in a step of storing a part or all of the authentication information; and
Only when the use permission indicating whether or not the use is permitted is accepted, the authentication information stored in the authentication information storage means is used instead of the received authentication information, and the setting operation of the appliance or the browsing of the device status is performed. to provide remote support method that enables you to either.

The invention according to the seventh feature is
To a portable terminal that is connected to an electrical appliance through a local area network and receives remote support from an operator terminal that is connected to be able to communicate through a public network.
In response to an instruction from the operator terminal, detecting an appliance connected to a local area network to which the portable terminal is connected;
Determining model-related information of the detected appliance;
Receiving authentication information for enabling either setting operation of the electrical appliance or browsing of the device status from the operator terminal;
Storing a part or all of the received authentication information in a storage unit;
Based on either the model-related information determined from the operator terminal, the received authentication information, or the authentication information stored in the storage unit, either the setting operation of the appliance or the viewing of the device status Steps that allow
Receiving at least one of the portable terminal and the operator terminal whether or not the authentication information stored in the portable terminal is usable in the step of storing a part or all of the authentication information;
Only when the use permission indicating whether or not the use is permitted is accepted, the authentication information stored in the authentication information storage means is used instead of the received authentication information, and the setting operation of the appliance or the browsing of the device status is performed. There is provided a portable terminal program for executing any one of the steps .

The invention according to the eighth feature is
A portable terminal that is communicatively connected to an electrical appliance via a local area network and receives remote support from an operator terminal that is communicatively connected via a public network;
A remote support method executed by an operator system comprising an operator server communicably connected to the operator terminal,
In the portable terminal,
Detecting an electrical appliance connected to a local area network to which the portable terminal is connected in response to an instruction from the operator terminal;
Determining model-related information of the detected appliance;
Receiving authentication information for enabling either setting operation of the electrical appliance or browsing of the device status from either the operator terminal or the operator server;
From the operator terminal, based on the determined model-related information and the received authentication information, enabling either the setting operation of the appliance or browsing of the device status ;
In the operator server,
Receiving model-related information of the appliance from the portable terminal, generating a network map regarding the portable terminal, the local area network, and the appliance based on the model-related information of the appliance; Receiving the authentication information from the type terminal or the operator terminal, and storing it in a storage unit or a device corresponding to the storage unit;
In the portable terminal,
Executing the step of accepting the availability of the authentication information stored in the portable terminal from at least one of the portable terminal and the operator terminal;
Only when the use permission indicating whether the use is permitted or not is accepted in the portable terminal, the setting operation of the appliance is performed using the authentication information stored in the authentication information storage unit instead of the received authentication information. or to provide a remote support method that enables either viewing device status.

  According to the present invention, the operator uses the target device accessed by the operator terminal when there is a problem not with the target device accessed by the operator terminal but with another device communicably connected to the device. As a result, the setting operation of the other device and the browsing of the device status can be made, and the trouble of managing the authentication information can be reduced.

FIG. 1 is an overall configuration diagram of an operator system 1. FIG. 2 is a functional block diagram of the operator server 200, the portable terminal 10, and the operator terminal 150. FIG. 3 is a flowchart showing remote support processing executed by the operator server 200, the portable terminal 10, and the operator terminal 150. FIG. 4 is a flowchart showing an appliance access process executed by the portable terminal 10 and the appliance 50. FIG. 5 is a screen image diagram (support information screen) displayed on the operator terminal 150. FIG. 6 is a screen image diagram (network map screen) displayed on the operator terminal 150. FIG. 7 is a screen image diagram (network map screen: including device information icon) displayed on the operator terminal 150. FIG. 8 is a setting page address list stored in the operator server 200. FIG. 9 is a flowchart showing a setting page acquisition process executed by the operator server 200, the portable terminal 10, and the electrical appliance 50. FIG. 10 is a screen image diagram (setting page) displayed on the operator terminal 150. FIG. 11 is a screen image diagram (setting page) displayed on the portable terminal 10. FIG. 12 is a conceptual diagram for explaining a proxy function realized by the portable terminal 10. FIG. 13 is a flowchart showing authentication information acquisition processing executed by the operator server 200, the portable terminal 10, and the operator terminal 150. FIG. 14 is an example of a use confirmation screen for stored authentication information displayed on the portable terminal 10 or the operator terminal 150. FIG. 15 is an example of an authentication information storage confirmation screen displayed on the portable terminal 10 or the operator terminal 150.

  Hereinafter, the best mode for carrying out the present invention will be described with reference to the drawings. This is merely an example, and the technical scope of the present invention is not limited to this.

[System configuration of operator system]
FIG. 1 is a system configuration diagram of an operator system 1 which is a preferred embodiment of the present invention. The operator system 1 includes a portable terminal 10, electrical appliances 50 a, b, c (hereinafter, simply “50” unless otherwise specified), an operator server 200, a public line network 3 (Internet network, third generation, fourth A generation communication network) and an operator terminal 150.

  The portable terminal 10 is communicably connected to the operator server 200 via the public line network 3. The portable terminal 10 and each electrical appliance 50 are connected via a LAN (Local Area Network). The portable terminal 10 is connected to the operator server 200 or the operator terminal 150 via the public line network 3. The operator server 200 and the operator terminal 150 may be connected via a local area network or may be connected via the public line network 3. The communication in the operator system 1 may be wireless communication or wired communication. In order for the portable terminal 10 to connect to the public line network 3, communication may be possible via a network device such as a router.

  The portable terminal 10 may be a general information terminal for a user to receive support, and is an information device or an electrical appliance having functions to be described later. The portable terminal 10 may be white goods such as a refrigerator and a washing machine in addition to a network device such as a mobile phone, a smartphone 10b, a composite printer, a television 10a, a router or a gateway, and a computer 10c. It may be a general information appliance such as a telephone, a netbook terminal, a slate terminal, an electronic book terminal, an electronic dictionary terminal, a portable music player, and a portable content playback / recording player.

  The electrical appliance 50 is a home or business electrical appliance capable of performing data communication. For example, in addition to a personal computer 50c, a television 50b, a telephone, and a computer, a mobile phone, a portable information terminal, and a netbook terminal Slate terminals, electronic book terminals, portable music players, audio components, content playback / recording players, printers, FAX machines, copiers, scanners, MFPs (multifunctional peripheral devices, multifunction printers), etc. Including white goods such as refrigerators, washing machines, dishwashers / dryers, electric fans, air conditioners, electric heaters, rice cookers, microwave ovens, electric lighting, servers, routers 50a, gateways, NAS (Network Attached Storage), etc. .

  The operator terminal 150 is a general information terminal used by an operator who supports the portable terminal 10.

  The operator server 200 is a server that relays data processing between the portable terminal 10 and the operator terminal 150 and performs various processes.

[Description of each function]
FIG. 2 is a diagram illustrating the functional blocks of the operator terminal 150, the operator server 200, and the portable terminal 10 and the relationship between the functions.

  The portable terminal 10 and the operator terminal 150 include a CPU (Central Processing Unit), a RAM (Random Access Memory), a ROM (Read Only Memory), and the like as control units, and the communication unit conforms to, for example, IEEE 802.11. WiFi (Wireless Fidelity compatible device or wireless device compliant with IMT-2000 standard such as 3rd generation mobile communication system) (wired LAN connection may be used).

  Furthermore, the portable terminal 10 and the operator terminal 150 include, as an output / input unit, a display unit that outputs and displays data and images controlled by the control unit, and a touch panel or a keyboard that receives input from a user or a supporter, A mouse is provided. In addition, the portable terminal 10 and the operator terminal 150 include a data storage unit using a hard disk or a semiconductor memory as a storage unit.

  In the portable terminal 10, the appliance access module 13 and the remote support module 15 are realized in cooperation with the communication unit, the output / input unit, and the storage unit by the control unit reading a predetermined program. The appliance access module 13 includes an appliance detection module 11 that detects an appliance 50 that is communicably connected, and an appliance determination module 12 that determines the detected appliance 50. The remote support module 15 includes an operator assistant module 16 for assisting an operator's operation.

  Similarly, the electrical appliance 50 includes a CPU, a RAM, a ROM, and the like as a control unit, and an IMT-2000 standard such as a WiFi compatible device compliant with IEEE 802.11 or a third generation mobile communication system as a communication unit. A wireless device or the like conforming to the above (including a wired LAN connection). In addition, the electrical appliance 50 may include a data storage unit using a hard disk or a semiconductor memory as a storage unit.

  Furthermore, the electrical appliance 50 may include a display unit that outputs and displays data and images controlled by the control unit as an output / input unit, and includes a touch panel, a keyboard, a mouse, and the like that receive input from a user or supporter. You may prepare.

  In the electrical appliance 50, a response module 51 that responds to a packet transmitted from the portable terminal 10 in cooperation with the communication unit, the output / input unit, and the storage unit when the control unit reads a predetermined program. A setting page providing module 52 that provides a setting page to be described later, a device status transmitting module 53 that transmits the device status of the electrical appliance 50 to the portable terminal 10, and a program execution module 54 that executes a predetermined program are realized.

  Similarly, the operator server 200 includes a CPU, a RAM, a ROM, and the like as a control unit, and includes, for example, a WiFi compatible device compliant with IEEE 802.11 (may be wired) as a communication unit. In addition, the operator server 200 includes a data storage unit using a hard disk or a semiconductor memory as a storage unit.

  When the control unit of the operator server 200 reads a predetermined program, the remote support module 201 for the operator to perform remote support using the operator terminal 150 is realized in cooperation with the communication unit and the storage unit. The remote support module 201 displays a setting operation reception module 202 that receives operations from the operator terminal 150, a network map generation module 203 that generates a network map of a local area network to which the portable terminal 10 belongs, and a setting page that will be described later. And a setting page display module 204.

[Remote support processing]
FIG. 3 is a flowchart of remote support processing executed by the portable terminal 10, the operator server 200, and the operator terminal 150. The processing performed by the module of each device described above will be described together with this processing.

  The portable terminal 10 receives an operation requesting support from the user (step S01). For example, an application for receiving remote support is installed in the portable terminal 10, and an operation for starting this application is received from a user, a predetermined web page is accessed from a predetermined portable terminal 10, By sending a message, the operator server 200 is requested for support.

  When the portable terminal 10 receives an operation for requesting support from the user (step S01: “YES”), the portable terminal 10 connects to the operator server 200 to indicate that there is a support request. The server 200 is notified and the process proceeds to step S02. When the portable terminal 10 does not accept an operation for requesting support from the user (step S01: “NO”), the process of step S01 is looped.

  Next, the remote support module 201 of the operator server 200 accepts a support request from the operator terminal 150 (step S02). That is, the remote support module 201 notifies one or a plurality of operator terminals 150 that a support request has been made, and accepts a remote support start instruction from the operator terminals 150.

  Next, when the operator terminal 150 receives a remote support start instruction from the operator to the portable terminal 10 (step S03), the operator server 200 connects the operator terminal 150 and the portable terminal 10. Here, the screen information displayed on the display unit of the portable terminal 10 may be visible on the operator terminal 150 like a remote operation from an operator by remote login to a general terminal. The portable terminal 10 may be remotely operated from the operator terminal 150.

  Up to this processing, the operator terminal 150 can execute support processing for the portable terminal 10. For example, support information 61 as shown in FIG. 5 is displayed on the display unit of the operator terminal 150. That is, when the user of the portable terminal 10 performs user registration in advance, customer information is output, or screen information displayed on the display unit of the portable terminal 10 is displayed. However, when the operator supports the portable terminal 10, it is assumed that the electrical appliance 50 connected to be communicable with the portable terminal 10 has a problem. For example, when the portable terminal 10 cannot connect to the Internet, there is no problem with the communication setting of the portable terminal 10, but there is a setting problem with the router 50 a that is the electrical appliance 50. Processing in this case will be described below.

  The operator terminal 150 receives a browsing instruction for the electrical appliance 50 (in this case, the router 50a) from the operator (step S04). The browsing instruction is an instruction received from an operator in order to browse information of the electrical appliance 50 connected to the portable terminal 10 so as to be communicable. As an example of the browsing instruction, a browsing instruction of a network map including the appliance 50 is applicable. For example, the operator instructs the operator terminal 150 to view the network map of the network to which the portable terminal 10 is connected in a window (tab) different from the support information 61 in FIG. Further, not only the browsing instruction of the network map but also the browsing instruction of the electric appliance 50 may be accepted.

  When the operator terminal 150 receives a browsing instruction for the electrical appliance 50 from the operator (step S04: “YES”), the process proceeds to step S05. Until the browsing instruction for the electrical appliance 50 is received from the operator (step S04: “NO”), the process waits by repeating step S04.

  Next, the remote support module 201 of the operator server 200 issues an electric appliance detection instruction to the electric appliance access module 13 of the portable terminal 10 (step S05). The electric appliance detection instruction is a process of instructing the electric appliance detection module 11 of the portable terminal 10 to detect the electric appliance 50 that is communicably connected to the portable terminal 10 via the local area network.

  The appliance access module 13 of the portable terminal 10 receives the appliance detection instruction from the operator server 200 and executes the appliance access process (step S06). The appliance access process is a process executed by the portable terminal 10 and the appliance 50, and will be described with reference to FIG.

[Electronic product access processing]
The appliance access process is a process in which the portable terminal 10 determines model-related information of the appliance 50 by transmitting and receiving a predetermined packet. The model related information is information on the type of device such as the model name and manufacturer name of the electrical appliance 50. This process may use a process for determining the type of electrical appliance connected via a network by transmitting and receiving packets as disclosed in Japanese Patent Application Laid-Open No. 2010-97587. Below, the process which determines model related information by the method disclosed by this application is demonstrated.

  The appliance detection module 11 of the portable terminal 10 transmits a detection packet to the appliance 50 (step S20). The detection packet may be a packet transmitted from a command such as Ping. Each electrical appliance 50 that has received the detection packet performs detection response processing by responding to the transmitted packet with an IP address (step S21).

  After detecting the electrical appliance 50, the electrical appliance determination module 12 of the portable terminal 10 transmits a request packet to the detected electrical appliance 50 (step S22). The request packet is a packet for the portable terminal 10 to determine the model related information of the electrical appliance 50.

  The request packet may be, for example, a command such as ARP (Address Resolution Protocol), NETSTAT, ICMP (Internet Control Message Protocol), or SNMP (Simple Network Management Protocol), and uPnP (Universal Pligate). A network compliant protocol may be used.

  The electrical appliance 50 transmits a response packet to the transmitted request packet (step S23). For example, a MAC address (Media Access Control Address) is acquired as a response as a response to the ARP command. Further, the port number and port occupancy rate of the TCP / IP port in use are determined by the NETSTAA command.

  Based on these request packets, the electrical appliance determination module 12 of the portable terminal 10 determines the model related information of the electrical appliance 50 that has received the request packet (step S24). The model-related information is determined by scoring the response packet.

  As an example, a description will be given of determining whether the model-related information of the electrical appliance 50 is either the model name A or the model name B. In model names A and B, a response packet received in this model and the corresponding score are stored as definition files in advance. For example, in the case of the model name A, when such a response packet is received with a response packet (TCP port No. 5000 is in use) with respect to the request packet (NETSTAT), the score is added by one. The definition of 0 point for other responses is determined in the definition file for a plurality of request packets (not only NETSTAT but other response packets such as ARP). Here, the response packet received from the electrical appliance 50 is scored with the definition of the definition file of model name A and the definition file of model name B, and the model name of the definition file with a high score. Is determined as model-related information.

  For example, in the case of the model name A, when such a response packet is received with a response packet (TCP port No. 5000 is in use) with respect to the request packet (NETSTAT), the score is added by one. In the case of other responses, the definition is 0. On the other hand, in the case of model name B, the response packet (TCP port number 5000 is not used) is used in response to the request packet (NETSTAT). If a response packet is received, the score is added by one, but if it is another response, the definition is 0 points.

  In this case, if a response packet (TCP port No. 5000 is unused) is received from the electrical appliance 50, the model name A definition file calculates 0 points, and the model name B definition file calculates, Since it is one point, it is determined that the model name B is model related information. In this example, the model name B is determined only by NETSTAT in the request packet, but other request packets (for example, ARP) are also scored in the same manner, and the total score of the NETSTAT score and the ARP score is obtained. The model related information is determined.

  Note that the above definition file is not stored in the portable terminal 10, but is stored in the operator server 200, and the response packet received from the electrical appliance 50 by the portable terminal 10 is transmitted to the operator server 200. Then, the operator server 200 may be requested for model related information. In this case, the operator server 200 determines the model related information in response to the request. Then, the electrical appliance determination module 12 of the portable terminal 10 acquires the model-related information determined by the operator server 200 and performs subsequent processing. On the other hand, the operator server 200 may execute the network map generation process from step S08 without transmitting the model-related information determined by the operator server 200 to the portable terminal 10.

  When the operator assistant module 16 of the portable terminal 10 determines the model related information, it transmits it to the operator server 200 (step S07). When model related information is determined for a plurality of electrical appliances 50, the model related information of each electrical appliance 50 is transmitted.

  The network map generation module 203 of the operator server 200 generates a network map based on the model related information (step S08). An icon for an electric appliance (hereinafter, “electric appliance icon”) to be displayed on the network map is stored in advance in association with the model-related information in the operator server 200. Therefore, the received model-related information is stored in the operator server 200. Based on this, the corresponding electrical appliance icon is extracted to generate a network map, and the electrical appliance 50 connected to the local area network is represented by a circle or the like and connected to the public line network 3. An icon such as a cloud is used, and the operator server 200 transmits the generated network map to the operator terminal 150.

  The operator terminal 150 receives and displays the transmitted network map (step S09). As an example, the network map is configured as shown in FIG. In the operator terminal 150, a plurality of window tabs are provided in the remote support window, support information 61 and a network map 62 are provided, and display selection is possible by operator selection. The network map is displayed with appliance icons 70a-b. For example, in the router 50a, the model related information is determined to be “NW-01”, and the electrical appliance icon 70a corresponding to this is displayed. The portable terminal 10 may also be displayed with an icon 80.

  As illustrated in FIG. 7, the device status of each electrical appliance 50 and the portable terminal 10 may be displayed around the corresponding device icon on the network map. The device status is information on the device, for example, the failure status of the electrical appliance 50, the execution status of the program, the installation progress status of the program, the presence or absence of a setting page to be described later, and simple information explaining the electrical appliance 50 It is. In the setting page described later, the device status includes the setting status of the electrical appliance 50.

  For example, the portable terminal 10 may not be able to determine the model related information despite detecting the electrical appliance 50. In this case, the electrical appliance 50 displays an unknown icon 72 on the electrical appliance icon 70c in order to indicate that there is a problem that the model-related information cannot be determined. Moreover, although the model related information could not be determined, the information acquired from the electrical appliance 50 is displayed as simple information by the request packet. This is displayed, for example, on the network map as an icon 71 indicating the presence or absence of simple information, or the simple information itself is displayed on the network map.

  For obtaining the device status, a device status transmission module 53, which is a program installed in the electrical appliance 50 in advance, may be used. The device status transmission module 53 has a function of periodically acquiring the device status of the electrical appliance 50 and transmitting it to the portable terminal 10.

  On the other hand, as described later, when there is a setting page corresponding to the electrical appliance 50, a setting page icon 73 is displayed. When a predetermined program is executed or installed in the electrical appliance 50, a graph indicating the progress of the installation or execution is displayed as the icon 81.

[Setting page acquisition processing]
Next, the operator server 200, the portable terminal 10, and the electrical appliance 50 execute a setting page acquisition process (step S10).

  The setting page is a Web page provided by the electrical appliance 50, and enables browsing and setting operations of the device status of the electrical appliance 50. For example, the router 50a itself can function as a local Web server, so that the setting page of the router 50a can be viewed and input from another device.

  That is, by inputting the URL address or IP address provided by the router 50a as a private address to the Web browser of the personal computer 50c that is communicably connected to the router 50a via the local area network, The setting page is displayed on the web browser of the personal computer 50c. The user can browse and input the setting page via the Web browser. As will be described later, normally, the setting page cannot be viewed or input from a device connected to the public line network 3 (a device having only a global address).

  First, the setting page display module 204 of the operator server 200 refers to the setting page address list as shown in FIG. 8 and searches for the setting page address based on the model related information transmitted from the portable terminal 10. (Step S30). The setting page address list is a list in which model-related information is associated with the URL address or IP address of the setting page. For example, when the model related information is “NW-01”, the setting page address is “http://192.168.1.1”.

  Further, as shown in FIG. 8, in addition to the model-related information, the URL or IP address of the setting page, and the MAC address of the electrical appliance 50, an ID and a password for browsing and inputting the setting page are associated with each other. It has been. These IDs and passwords are set in the electrical appliance 50 by default, and may be IDs and passwords set as factory-shipped states, or a user of the electrical appliance 50, that is, a user. It may be an individually set ID or password.

[Authentication information acquisition process]
Next, the operator server 200, the portable terminal 10, and the operator terminal 150 execute an authentication information acquisition process (step S31). This authentication information acquisition process is for the mobile terminal 10 to receive authentication information for accessing the setting page of the electrical appliance 50.

  First, the setting page display module 204 of the operator server 200 refers to a setting page address list as shown in FIG. 8 and determines whether an ID and a password corresponding to the electrical appliance 50 are stored (step S40). If stored, skip the processing from step S41 to step S44 as the second and subsequent executions (step S40: "YES"). If it is not stored, or if the stored authentication information is not correct, the processing after step S41 is continued (step S40: “NO”). However, even if it is stored, it is not stored when the operator terminal 150 or the portable terminal 10 requests that the authentication information not be used (step S40: “NO”). Therefore, the processing after step S41 is continued.

  FIG. 14 is an example of a use confirmation screen for stored authentication information created by the setting page display module 204 of the operator server 200 and displayed on the portable terminal 10 or the operator terminal 150. A message 91 asking whether or not the stored authentication information can be used by the operator and buttons 92 and 93 are displayed. When the operator may use the authentication information, affirmation is made by pressing down the button 92 written as YES. On the other hand, when it is determined that it is not preferable for the operator to use the stored authentication information for some reason, the owner or the operator of the portable terminal 10 depresses the button 93 written as NO, Use of the stored authentication information can be denied. This confirmation screen may be displayed on both the portable terminal 10 and the operator terminal 150, or may be displayed on either one. Moreover, it may replace with the portable terminal 10 and may be displayed on the display part with which the electric appliance 50 connected so that communication was possible.

  The setting page display module 204 of the operator server 200 transmits an authentication information transmission request to the operator terminal 150 (step S41). The operator terminal 150 receives the transmission request and accepts input of authentication information from the operator (step S42). Then, the input authentication information is transmitted to the operator server 200 (step S43).

  The setting page display module 204 of the operator server 200 stores the authentication information received from the operator terminal 150 in the setting page address list (step S41). However, when a request for not storing the authentication information is made from the operator terminal 150 or the portable terminal 10, it shall be followed. Note that the physical location to be stored is not necessarily the storage unit of the operator server 200, and the area secured in the storage unit of the operator terminal 150 and the device connected to the operator server 200 or the operator server In the case where it can be handled as a storage unit of the operator server 200 as a person in charge of storing information for the server 200, it may be stored in the device or area.

  FIG. 15 is an example of an authentication information storage confirmation screen created by the setting page display module 204 of the operator server 200 and displayed on the portable terminal 10 or the operator terminal 150. A message 94 asking whether the operator can store authentication information and buttons 95 and 96 are displayed. When the authentication information may be stored, affirmation is made by depressing the button 95 written as YES. On the other hand, when it is determined that it is not preferable to store the authentication information from the viewpoint of security or the like, the owner or operator of the portable terminal 10 depresses the button 96 written as NO, thereby You can refuse memory. This confirmation screen may be displayed on both the portable terminal 10 and the operator terminal 150, or may be displayed on either one. Moreover, it may replace with the portable terminal 10 and may be displayed on the display part with which the electric appliance 50 connected so that communication was possible.

  Also, it is not always necessary to store all of the received authentication information. By storing only the ID without storing the password as part of the authentication information, it is possible to simplify the input of the authentication information while maintaining security. It is possible to contribute to

  Next, the setting page display module 204 of the operator server 200 transmits the authentication information stored in the setting page address list or received from the operator terminal 150 to the portable terminal 10 (step S42). The operator assistant module 16 of the portable terminal 10 receives the authentication information (step S43). The above is the procedure of the authentication information acquisition process.

  Here, the operator server 200 collectively manages the authentication information, and the operator terminal 150 performs authentication only with respect to the connection to the operator server 200, so that the operator inputs authentication information about each electrical appliance 50 after the second time. There is no need to perform authentication, and unnecessary authentication work can be omitted.

  Although the case where the operator server 200 manages the authentication information of the plurality of electrical appliances 50 has been described here, the mobile terminal 10 may store the authentication information instead of the operator server 200. In such a case, all procedures performed by the operator server 200 in the authentication information acquisition process are performed by the portable terminal 10, and the process ends without performing steps S45 and S46.

  Although the case where the authentication information is a combination of an ID and a password has been described here, the form of authentication is not limited thereto, and may be an electronic certificate or the like. Normally, the secret key is not suitable for operation stored in a plurality of storage units as in the present invention, but may be a public key cryptosystem as long as appropriate security is ensured.

  The operator assistant module 16 of the portable terminal 10 accesses the electrical appliance 50 based on the received setting page address and authentication information (step S32). In response to this, the setting page providing module 52 of the electrical appliance 50 functions as a Web server and transmits the setting page to the portable terminal 10 (step S33).

  Next, the portable terminal 10 transmits a setting page to the operator server 200 by proxy processing (step S34). This proxy process will be described with reference to FIG. The appliance 50 is connected to the portable terminal 10 via a local area network. The appliance 50 has a private address (192.168.1.1), and the portable terminal 10 has a private address (192.168.168). 1.50). The data of the setting page is transmitted to the portable terminal 10 using the private address as the data A of the electric appliance 50 as a transmission source.

  On the other hand, the portable terminal 10 and the operator server 200 are connected by the public network 3 and are connected by a global address. The portable terminal 10 has a global address (210.0.0.218), and the operator server 200 has a global address (210.0.0.1). The portable terminal 10 changes the transmission source to the portable terminal 10 with the data A as the data B, and transmits it to the operator server 200 using the global address.

  The operator server 200 receives the setting page by this proxy process (step S35), and transmits the setting page to the operator terminal 150 (step S36).

  Returning to the remote support process of FIG. 3, the operator terminal 150 performs a process of displaying the received setting page (step S11). FIG. 10 shows a screen image of the setting page displayed on the operator terminal 150. The operator terminal 150 is provided with a plurality of window tabs in the remote support window, and a setting page 63 is provided in addition to the support information 61 and the network map 62, and the setting page can be displayed by the operator's selection. It is possible.

  The setting page shown in FIG. 10 is a network setting page of the model name “NW-01” that is the router 50a. With this page, it is possible to browse and set the device status of the router 50a. For example, in the case of the router 50a, it is possible to browse and set the device status such as “setting of wireless LAN access point” and “setting of SSID”.

  In the above description, the setting page can be browsed by the proxy processing executed by the portable terminal 10. However, the setting page can be browsed by the screen transfer function realized by the operator assistant module 16. That is, as shown in FIG. 11, when the portable terminal 10 can also browse and input the setting page, this screen information is transferred to the operator server 200. By transmitting the screen information as data to the operator server 200, only the transfer may be effective without displaying the setting page on the portable terminal 10. Also, input information from the operator terminal 150 is transmitted to the electrical appliance 50 via the portable terminal 10 to enable a setting operation.

  Note that a command for installing a program in the electrical appliance 50 or setting predetermined data may be received from the operator server 200 and executed by the electrical appliance 50 via the portable terminal 10. That is, the operator server 200 receives a predetermined program installation operation or data setting operation on the electrical appliance icon with respect to the network map displayed on the operator terminal 150, so that the operator server 200 can perform a predetermined operation. The command is transmitted to the electric appliance 50.

  At this time, the operator server 200 may receive a program to be installed from another server, or may transmit a command so as to download the program from the electrical appliance 50 itself. A command for setting predetermined data may be stored in the operator server 200 in advance. The command for setting the predetermined data may be, for example, switching between monochrome printing and color printing when the electrical appliance 50 is a printer.

  Moreover, a predetermined program may be installed in the plurality of electrical appliances 50 when the operator terminal 150 simultaneously receives designation of the electrical appliances 50 displayed on the network map from the operator.

  The operator of the present invention is not limited to the communication carrier or the manufacturer of the electrical appliance 50, but may be an information system manager who manages a server or the like in a company or the like. In this case, the command for setting the predetermined data may be a command for setting authority control of the user who uses the electrical appliance 50. That is, an operation for setting authority is accepted from the operator terminal 150 for the network map, and the corresponding command is read by the operator server 100, transmitted to the electrical appliance 50, and set.

  The means and functions described above are realized by a computer (including a CPU, an information processing apparatus, and various terminals) reading and executing a predetermined program. The program is provided in a form recorded on a computer-readable recording medium such as a flexible disk, CD (CD-ROM, etc.), DVD (DVD-ROM, DVD-RAM, etc.), for example. In this case, the computer reads the program from the recording medium, transfers it to the internal storage device or the external storage device, stores it, and executes it. The program may be recorded in advance in a storage device (recording medium) such as a magnetic disk, an optical disk, or a magneto-optical disk, and provided from the storage device to a computer via a communication line.

  As mentioned above, although embodiment of this invention was described, this invention is not limited to these embodiment mentioned above. The effects described in the embodiments of the present invention are only the most preferable effects resulting from the present invention, and the effects of the present invention are limited to those described in the embodiments of the present invention. is not.

  1 operator system, 3 public line network, 10 portable terminal, 200 operator server, 150 operator terminal

Claims (8)

A portable terminal that is connected to an electrical appliance via a local area network so as to be communicable and receives remote support from an operator terminal that is connected to be able to communicate via a public network,
In accordance with an instruction from the operator terminal, an appliance detection means for detecting an appliance connected to a local area network to which the portable terminal is connected;
Electrical appliance determination means for determining model-related information of the detected electrical appliance;
Authentication information receiving means for receiving authentication information for enabling either the setting operation of the electrical appliance or browsing of the device status from the operator terminal;
Operator assistance means for enabling either setting operation of the appliance or browsing of the device status based on the model-related information determined from the operator terminal and the authentication information received by the authentication information receiving means; ,
Authentication information storage means for storing a part or all of the authentication information received by the authentication information receiving means in a storage unit;
A storage information use approval unit for accepting whether or not to use the authentication information stored in the portable terminal by the authentication information storage unit from at least one of the portable terminal and the operator terminal;
With
Only when the use permission is accepted by the stored information use approval unit, the operator assistant unit uses the authentication information stored by the authentication information storage unit instead of the authentication information received by the authentication information receiving unit. A portable terminal that enables either the setting operation of the appliance or the browsing of the device status. It is connected so that it can communicate with the operator server,
Authentication information transmitting means for transmitting a part or all of the authentication information to the operator server connected to be communicable;
A portable terminal according to claim 1, comprising: An operator server that receives the authentication information transmitted by the authentication information transmitting means of the portable terminal according to claim 2 and stores the authentication information in a storage unit or a device corresponding to the storage unit. A communication unit that is communicably connected to the portable terminal according to any one of claims 1 to 3 , receives authentication information transmitted from the operator terminal, and stores the authentication information in a storage unit or a device corresponding to the storage unit. An operator server that stores authentication information. A portable terminal that is communicatively connected to an electrical appliance via a local area network and receives remote support from an operator terminal that is communicatively connected via a public network;
An operator system configured to be communicably connected to the operator terminal,
The portable terminal is
In accordance with an instruction from the operator terminal, an appliance detection means for detecting an appliance connected to a local area network to which the portable terminal is connected;
Electrical appliance determination means for determining model-related information of the detected electrical appliance;
Authentication information receiving means for receiving authentication information for enabling either the setting operation of the electrical appliance or browsing of the device status from either the operator terminal or the operator server;
Operator assistance means for enabling either setting operation of the appliance or browsing of the device status based on the model-related information determined from the operator terminal and the authentication information received by the authentication information receiving means; ,
With
The operator server is
Network map generating means for receiving model related information of the appliance from the portable terminal and generating a network map regarding the portable terminal, the local area network, and the appliance based on the model related information of the appliance And authentication information storage means for receiving authentication information from the portable terminal or the operator terminal and storing it in a storage unit or a device corresponding to the storage unit,
The portable terminal further includes:
Authentication information storage means for storing a part or all of the authentication information received by the authentication information receiving means in a storage unit;
A storage information use approval unit for accepting whether or not to use the authentication information stored in the portable terminal by the authentication information storage unit from at least one of the portable terminal and the operator terminal;
The portable terminal includes the authentication information storage means instead of the authentication information received by the authentication information reception means in the operator assistant means only when the use permission is accepted by the storage information use approval means. the operator system using the stored authentication information, that enables either viewing setting operation or device status of the appliance by. A remote support method executed by a portable terminal that is communicably connected to an appliance via a local area network and receives remote support from an operator terminal that is communicably connected via a public network,
Detecting an electrical appliance connected to a local area network to which the portable terminal is connected in response to an instruction from the operator terminal;
Determining model-related information of the detected appliance;
From the operator terminal, receiving authentication information for enabling either the setting operation of the appliance or browsing of the device status;
Storing a part or all of the received authentication information in a storage unit;
Based on either the model-related information determined from the operator terminal, the received authentication information, or the authentication information stored in the storage unit, either the setting operation of the appliance or the viewing of the device status Steps to enable
Receiving at least one of the portable terminal and the operator terminal whether to use the authentication information stored in the portable terminal in a step of storing a part or all of the authentication information; and
Only when the use permission indicating whether or not the use is permitted is accepted, the authentication information stored in the authentication information storage means is used instead of the received authentication information, and the setting operation of the appliance or the browsing of the device status is performed. remote support method that enables you to either. To a portable terminal that is connected to an electrical appliance through a local area network and receives remote support from an operator terminal that is connected to be able to communicate through a public network.
In response to an instruction from the operator terminal, detecting an appliance connected to a local area network to which the portable terminal is connected;
Determining model-related information of the detected appliance;
Receiving authentication information for enabling either setting operation of the electrical appliance or browsing of the device status from the operator terminal;
Storing a part or all of the received authentication information in a storage unit;
Based on either the model-related information determined from the operator terminal, the received authentication information, or the authentication information stored in the storage unit, either the setting operation of the appliance or the viewing of the device status Steps that allow
Receiving at least one of the portable terminal and the operator terminal whether or not the authentication information stored in the portable terminal is usable in the step of storing a part or all of the authentication information;
Only when the use permission indicating whether or not the use is permitted is accepted, the authentication information stored in the authentication information storage means is used instead of the received authentication information, and the setting operation of the appliance or the browsing of the device status is performed. A program for a portable terminal for executing any of the steps . A portable terminal that is communicatively connected to an electrical appliance via a local area network and receives remote support from an operator terminal that is communicatively connected via a public network;
A remote support method executed by an operator system comprising an operator server communicably connected to the operator terminal,
In the portable terminal,
Detecting an electrical appliance connected to a local area network to which the portable terminal is connected in response to an instruction from the operator terminal;
Determining model-related information of the detected appliance;
Receiving authentication information for enabling either setting operation of the electrical appliance or browsing of the device status from either the operator terminal or the operator server;
From the operator terminal, based on the determined model-related information and the received authentication information, enabling either the setting operation of the appliance or browsing of the device status ;
In the operator server,
Receiving model-related information of the appliance from the portable terminal, generating a network map regarding the portable terminal, the local area network, and the appliance based on the model-related information of the appliance; Receiving the authentication information from the type terminal or the operator terminal, and storing it in a storage unit or a device corresponding to the storage unit;
In the portable terminal,
Executing the step of accepting the availability of the authentication information stored in the portable terminal from at least one of the portable terminal and the operator terminal;
Only when the use permission indicating whether the use is permitted or not is accepted in the portable terminal, the setting operation of the appliance is performed using the authentication information stored in the authentication information storage unit instead of the received authentication information. or remote support method that enables any of the viewing of device status.

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