JP5985421B2 - User terminal, operator server, remote support method, and program for user terminal - Google Patents

Description

  The present invention relates to a user terminal, an operator server, an operator system, a remote support method, and a program for an operator system that perform mutual remote support from a communication history.

  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 full use of such advanced Web services and advanced smartphone functions, the user needs to be familiar with the setting operations and functions for the smartphone. Furthermore, when a user unfamiliar with the operation makes settings for the device for the first time, setting information that should not be deleted may be deleted, or errors may occur due to inappropriate settings. There are also many.

  In response to such a problem, a method for remotely setting a user's terminal or instructing a user remotely by performing remote support (remote maintenance) from the system to the user's terminal is known. ing. 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, with the explosive spread of smartphones and personal computers, the number of users who handle high-performance information devices is now increasing. For this reason, the number of users for one operator is also increased, and it is predicted that the time available for each person who receives support and the quality of service will tend to decline in inverse proportion. In addition, since the remote support as described above allows an operator to freely operate a personal device, a user who is not familiar with information devices often has a sense of crisis even if it is not rational.

  By the way, today, a system in which a customer is a service provider and at the same time a service receiver has been born, with the exception of the conventional relationship between a company that is a service provider and a customer who is a service receiver. In such a system, services are exchanged between customers, and companies can create value by providing an environment that enables them, rather than providing services directly.

  The present inventor applied this, and the number of service providers has been significantly increased by receiving remote support from other users rather than from a company that operates a remote support business, and has already communicated. We focused on the fact that selecting a user terminal as a remote support partner terminal from the history can increase the sense of security when receiving support, such as reducing privacy issues and crime risk, in addition to ease of selection.

  Also, as a result of the remote login by the operator operating the operator terminal, there may be a problem with the device connected to the remote login device rather than the remote login device. 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.

  In view of these problems, the present invention allows a user terminal that performs remote support to each other by selecting and accessing another user terminal as a remote support target from the call history, mail transmission / reception history, and SMS transmission history of the user terminal. Remote support with other user terminals can be started, and it is possible to browse not only the target user terminal accessed by the user terminal but also the setting operation and the device status of other devices connected to be communicable It is an object to provide a user terminal, an operator server, a remote support method, and a user terminal program.

  The present invention provides the following solutions.

The invention according to the first aspect, the receiving remote support as the support device from another user terminal that is communicably connected via a public network, row physician remote support as an operator terminal to other user terminals A user terminal communicably connected to the operator server ,
History information acquisition means for acquiring at least one of a call history with other user terminals, or an email or SMS transmission / reception history;
History terminal selection means for selecting one or more other user terminals related to the acquired history information;
Remote support starting means for starting remote support with the selected user terminal;
Equipped with a,
The history terminal selection means includes
A combination of the history information and the information received from the operator server or received from the other user terminal through a peer-to-peer connection indicating whether the other user terminal is in a state where remote support is possible. Display
Among the other user terminals in a state where remote support cannot be performed, information for installing the application can be transmitted to the other user terminal in which the application for remote support is not installed. A user terminal is provided.

According to the first aspect of the invention, remote support is received as a supported terminal from another user terminal communicably connected via a public line network, and remote support is provided as an operator terminal to the other user terminal. row have, a user terminal communicably connected to the operator server, incoming and outgoing history of call with other of the user terminal, or to acquire at least one e-mail or SMS transmission and reception history, the acquired history Select one or more other user terminals related to the information, start remote support with the selected user terminals, and the history terminal selection means receives the history information from the operator server, or the other Whether the other user terminal is in a state where remote support is possible, which is received from the other user terminal through a peer-to-peer connection. Of the other user terminals that are in a state where remote support cannot be performed among the other user terminals that are not installed with the remote support application. Information can be transmitted .

  The invention according to the first feature is a user terminal category, but the remote support method and the user terminal program category also exhibit the same actions and effects according to the category.

When the invention according to the second feature works as a supported terminal, an appliance detection means for detecting an appliance connected to the local area network to which the user terminal is connected;
Electrical appliance determination means for determining model-related information of the detected electrical appliance;
Operator assistant means for enabling either setting operation of the appliance or browsing of the device status based on the model related information determined from the user terminal via the operator server or by peer-to-peer connection When,
The user terminal which is invention which concerns on 1st characteristic provided with this is provided.

According to the second aspect of the invention, when the user terminal according to the first aspect of the invention functions as a supported terminal, the electrical appliance connected to the local area network to which the user terminal is connected Based on the model-related information determined from the user terminal via the operator server or through a peer-to-peer connection. Allows either setting operation or browsing of device status.

The invention according to the third feature is an operator server that is communicably connected to the user terminal that is the invention according to the first or second feature and includes a user terminal management database in a storage unit,
Wherein the user terminal management database, and the information of whether the user terminal is ready to remote support, and stored in association with the uniquely specifying information the user terminal,
Network map generating means for generating a network map based on the model related information based on the model related information;
A setting page display means for searching for a setting page address based on the model-related information;
An operator server is provided.

The invention according to the fourth feature receives a remote support as the support device from another user terminal that is communicably connected via a public network, row physician remote support as an operator terminal to other user terminals A remote support method executed by a user terminal that is communicably connected to an operator server ,
Obtaining at least one of a call reception / transmission history with another user terminal, or an email or SMS transmission / reception history;
Selecting one or more other user terminals according to the acquired history information;
Starting remote support with the selected user terminal;
Equipped with a,
The step of selecting includes
A combination of the history information and the information received from the operator server or received from the other user terminal through a peer-to-peer connection indicating whether the other user terminal is in a state where remote support is possible. Display
Among the other user terminals in a state where remote support cannot be performed, information for installing the application can be transmitted to the other user terminal in which the application for remote support is not installed. Provide remote support methods.

The invention according to a fifth aspect receives a remote support as the support device from another user terminal that is communicably connected via a public network, row physician remote support as an operator terminal to other user terminals The user terminal connected to the operator server for communication can be
Obtaining at least one of a call reception / transmission history with another user terminal, or an email or SMS transmission / reception history;
Selecting one or more other user terminals according to the acquired history information;
Starting remote support with the selected user terminal;
Was executed,
The step of selecting includes
A combination of the history information and the information received from the operator server or received from the other user terminal through a peer-to-peer connection indicating whether the other user terminal is in a state where remote support is possible. Display
Among the other user terminals in a state where remote support cannot be performed, information for installing the application can be transmitted to the other user terminal in which the application for remote support is not installed.
A user terminal program is provided.

  According to the present invention, in a user terminal that performs remote support for each other, another user terminal is selected and accessed as a remote support target from the call history, mail transmission / reception history, and SMS transmission history of the user terminal. A user terminal or an operator that can start remote support with a terminal and can perform setting operations and browsing of device status not only for the user terminal accessed by the user terminal but also for other devices connected for communication It is possible to provide a server, a remote support method, and a user terminal program.

FIG. 1 is a diagram for explaining the outline of the remote support system 1. FIG. 2 is an overall configuration diagram of the remote support system 1. FIG. 3 is a functional block diagram of the operator server 200, the user terminal 10, and the user terminal 150. FIG. 4 is a flowchart showing remote support processing executed by the operator server 200, the user terminal 10, and the user terminal 150. FIG. 5 is a flowchart showing remote support terminal identification processing executed by the operator server 200 and the user terminal 10. FIG. 6 is an example of history information displayed on the user terminal 150. FIG. 7 is a screen image diagram (network map screen) displayed on the user terminal 150. FIG. 8 is a screen image displayed on the user terminal 150 (a network map screen displaying device information). FIG. 9 is a setting page address list stored in the operator server 200. FIG. 10 is a flowchart showing setting page acquisition processing executed by the operator server 200, the user terminal 10, and the electrical appliance 50. FIG. 11 is an example of a user terminal management table in the user terminal management database 250 that is provided in the operator server 200 and manages user terminal information.

  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.

[Overview of remote support system 1]
FIG. 1 is a diagram for explaining an outline of a remote support system 1 which is a preferred embodiment of the present invention. The outline of the remote support system 1 will be described with reference to FIG.

  First, the user terminal 150 receives a list of whether other user terminals 10 can be remotely supported from the operator server 200 (step S101). Here, the other target user terminal 10 is a terminal stored in a transmission / reception history of a call with the user terminal 150, transmission / reception of an e-mail, or SMS (short messaging service). At this timing, the user terminal 150 may also transmit whether it can remotely support itself for other user terminals.

  Next, the user terminal 150 selects the user terminal 10 for starting remote support from the transmission / reception history of calls with the user terminal 10, transmission / reception of e-mails, or transmission / reception history of SMS (short messaging service) (step S102). . These histories may be stored in a storage unit included in the user terminal 150, or information stored in an external device such as the operator server 200 may be acquired. Whether remote support is possible or not may be inquired by sequential peer-to-peer communication, or the user terminal management database 250 provided in the operator server 200 may manage the latest information in a unified manner. .

  Next, the user terminal 150 transmits a remote support start request to the user terminal 10 (step S103). This start request is received by an application running on the user terminal 10, confirms whether or not the user can start, and starts remote support when the user selects start. This start request may be transmitted not only by application-specific communication based on a specific protocol but also by e-mail or SMS (Short Messaging Service) including application activation information.

  In some cases, an application for remote support is not installed in the user terminal 10. In such a case, an SMS or the like including information for installing an application such as a download link may be transmitted, and the user terminal 10 may be able to install the application based on the information.

  Note that after the remote support is started, it is possible to perform remote support from the user terminal 150 not only to the user terminal 10 but also to the appliance 50 connected to be communicable with the user terminal 10 (step S104). ). Here, the communication related to the remote support does not need to go through the operator server 200, and may be directly transmitted / received by peer-to-peer communication.

  The above procedure has been described with the user terminal 150 as the starting point, but the same applies to the case where the user terminal 10 is the starting point because of the subjectivity. The above is the outline of the remote support system 1.

[System configuration of remote support system 1]
FIG. 2 is a system configuration diagram of a remote support system 1 which is a preferred embodiment of the present invention. The remote support system 1 includes a user 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 Generation communication network), and the user terminal 150.

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

  The user terminal 10 may be a general information terminal for a user to receive or support, and is an information device or an electrical appliance having a function described later. The user terminal 10 may be, for example, white goods such as a refrigerator, 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. .

  Similarly to the user terminal 10, the user terminal 150 may be a general information terminal having functions to be described later, and is functionally the same as the user terminal 10. In the present embodiment, the user terminal 10 and the user terminal 150 are operated by different users.

  The operator server 200 is a server that manages the user terminal 10 and the user terminal 150, relays data processing in remote support, and performs various processes. In the present embodiment, the user terminals managed by the operator server 200 are only the user terminal 10 and the user terminal 150, but there is actually no upper limit on the number of user terminals to be managed.

[Description of each function]
FIG. 3 is a diagram illustrating the functional blocks of the user terminal 150, the operator server 200, and the user terminal 10 and the relationship between the functions. Here, the functional block diagram of the entire user terminal is a combination of the functional block diagrams of the user terminal 10 and the user terminal 150. That is, the functional block described as the user terminal 10 is exhibited as a supported terminal that receives remote support, and the functional block described as the user terminal 150 is exhibited as an operator terminal that performs support. The terminal 10 and the user terminal 150 are also provided with functions not described in each other.

  The user terminal 10 and the user 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 a communication unit, for example, WiFi that conforms to IEEE 802.11. (Wireless Fidelity compatible device or wireless device compliant with IMT-2000 standard such as 3rd generation mobile communication system, etc. (equipped with wired LAN connection).

  Furthermore, the user terminal 10 and the user terminal 150 include a display unit that outputs and displays data and images controlled by the control unit as an output / input unit, and a touch panel, a keyboard, and a mouse that receive input from the user or supporter Etc. In addition, the user terminal 10 and the user terminal 150 include a data storage unit using a hard disk or a semiconductor memory as a storage unit. The user terminal 10 and the user terminal 150 include in the storage unit a history regarding calls with other user terminals, email transmission / reception, and SMS transmission / reception.

  In the user terminal 10 and the user terminal 150, when the control unit reads a predetermined program, the appliance access module 13, the remote support module 15, the history information cooperate with the communication unit, the output / input unit, and the storage unit. A reference module 153 is implemented. 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, a remote support start module 17 for starting remote support, and an electrical appliance support module 18 for supporting electrical appliances. The history information reference module 153 includes a history information acquisition module 151 that acquires history information from a storage unit or another device, and a history terminal selection module 152 that selects other user terminals that are targets of remote support from the history information. The

  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 user terminal 10 in cooperation with the communication unit, the output / input unit, and the storage unit by reading a predetermined program by the control unit, A setting page providing module 52 that provides a setting page described later, a device status transmission module 53 that transmits the device status of the electrical appliance 50 to the user 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. The operator server 200 includes a user terminal management database 250 in the 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 user terminal 150 in cooperation with the communication unit and the storage unit is realized. The remote support module 201 displays a setting operation reception module 202 that receives an operation from the user terminal 150, a network map generation module 203 that generates a network map of a local area network to which the user terminal 10 belongs, and a setting page described later. The setting page display module 204 and the main object terminal specifying module 205 for specifying the main object in support.

[Remote support processing]
FIG. 4 is a flowchart of remote support processing executed by the user terminal 10, the operator server 200, and the user terminal 150. The processing performed by the module of each device described above will be described together with this processing.

  First, the history information acquisition module 151 of the user terminal 150 acquires a call / email / SMS / transmission history of the user terminal 150 (step S01). This history may be read out from the storage unit of the user terminal 150, or may be received from an external device such as the operator server 200. In addition, managing such a history with an external device such as a server means that initialization is performed when a terminal fails, the system is used from a plurality of different terminals, or the history information becomes enormous. It is valid. In addition, in this case, SMS (short messaging service) refers to a service that transmits electronic data such as characters, voices, images, and moving pictures to a partner terminal based on information that uniquely specifies a terminal such as a telephone number.

  Next, the remote support module 201 of the operator server 200 transmits information regarding whether or not the remote support of the user terminal 10 is available to the user terminal 150 (step S02), and the history information acquisition module 151 receives the information. (Step S03). Here, the user terminal 10 is one of the acquired counterpart terminals of the history, and in reality, the user terminal 150 requests information from the operator server 200 using information identifying the counterpart terminal included in the history as a parameter. By doing so, it is conceivable to obtain a list of whether or not remote support is possible for a plurality of terminals specified by parameters.

  FIG. 11 is an example of a user terminal management table in the user terminal management database 250 that is provided in the operator server 200 and manages user terminal information. In the user terminal management table, the telephone number or mail address of each terminal is stored as the terminal ID, and the user name, the IP address of the terminal, and whether remote support is possible are associated with the terminal ID. It is remembered. In this embodiment, the presence / absence of application installation is stored as “O” and “X”, and when the user is away, “O” indicates that he / she is away. Note that “NULL” in the table indicates that there is no data and is empty.

  Next, the history terminal selection module 152 of the user terminal 150 combines the acquired history information and the received information regarding availability of remote support, and displays them on the display unit (step S04). Then, the history terminal selection module 152 receives the user input, selects the user terminal 10 that is the counterpart terminal of the displayed history information as a target for remote support, and notifies the operator server 200 of a remote support start request. (Step S05).

  FIG. 6 is an example of a screen displaying history information displayed by the user terminal 150. There are three types of history information: call history, mail history, and SMS history, which can be switched by the tab 100. In the history information, information 101 such as a user name is displayed for each user. Remote support is started by depressing the start button 102 corresponding to the user. In addition, each user is displayed with a status indicating whether or not remote support is possible, “○” is displayed for the possible users, as in status 103, and status 104 is displayed for users who are considered difficult to support remotely such as when they are away. For those users who cannot perform remote support because the application is not installed or the like, “X” is displayed as the remote support status 105. Information for installing the application is transmitted to a user who has not installed the application by depressing the message transmission button 106. The advertisement display unit 107 may be displayed on the screen.

  Next, the main object terminal specifying module 205 of the operator server 200 performs a remote support terminal specifying process, which will be described later, and specifies the user terminal 10 that is a supported terminal and the user terminal 150 that is an operator terminal (step S06). .

[Remote support terminal specific processing]
FIG. 5 is a flowchart of the remote support terminal specifying process executed by the user terminal 150 and the operator server 200. The processing performed by the module of each device described above will be described together with this processing.

  First, the remote support module 15 of the user terminal 150 transmits a remote support execution start request to the operator server 200 as described above in step S05 (step S41). Here, the execution start request from the user terminal 150 includes information of the user terminal 10 such as a telephone number and a mail address. The remote support module 201 of the operator server 200 receives the start request (step S42).

  The remote support module 201 reads the information included in the received start request, identifies the user terminal 150 and the user terminal 10 as an operator terminal that performs remote support and a supported terminal that receives remote support, and information on the user terminal 10 Is acquired (step S43). Here, the user terminal 150 may be an operator terminal or a supported terminal, and may be specified by an execution start request to the operator server 200. Hereinafter, a case where the user terminal 150 serves as an operator terminal will be described.

  The operator server 200 logs in the user terminal 150 to the user terminal 10 and connects both terminals so as to be communicable (step S44). Here, the screen information displayed on the display unit of the user terminal 10 may be visible on the user terminal 150 like a remote operation from an operator by remote login to a general terminal. The user terminal 10 may be remotely operable from the user terminal 150.

  The above is the procedure for specifying the remote support terminal. This process is particularly effective when the operator server 200 centrally manages user terminal information. When the user terminal 150 can be connected to the user terminal 10 on a peer-to-peer basis, the remote support terminal described above is used. This identification process may be performed by any one of the user terminal 150 and the user terminal 10.

  Up to this process, the user terminal 150 can execute the support process for the user terminal 10. For example, support information is displayed on the display unit of the user terminal 150. That is, the user information of the user terminal 10 is output, or the screen information displayed on the display unit of the user terminal 10 is displayed.

  However, when the operator supports the user terminal 10, it is assumed that the electrical appliance 50 connected to be communicable with the user terminal 10 has a problem. For example, it is assumed that when the user terminal 10 cannot connect to the Internet, there is no problem with the communication setting of the user terminal 10, but there is a setting problem with the router 50 a that is the electrical appliance 50. In the following, a case will be described in which a browsing instruction is given to the electrical appliance 50 instead of the logged-in user terminal 10.

  Here, the browsing instruction is an instruction received from an operator in order to browse information on the electrical appliance 50 connected to the user 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. Further, not only the browsing instruction of the network map but also the browsing instruction of the electric appliance 50 may be accepted.

  The remote support module 201 of the operator server 200 issues an electrical appliance detection instruction to the electrical appliance access module 13 of the user terminal 10 (step S06). The electrical appliance detection instruction is processing for instructing the electrical appliance detection module 11 of the user terminal 10 to detect the electrical appliance 50 that is connected to the user terminal 10 via the local area network so as to be communicable.

  The appliance access module 13 of the user terminal 10 receives the appliance detection instruction from the operator server 200, and executes the appliance access process (step S07). The appliance access process is a process in which the user 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.

  When determining the model-related information, the operator assistant module 16 of the user terminal 10 transmits this to the user terminal 150 and the operator server 200 (step S08). When model related information is determined for a plurality of electrical appliances 50, the model related information of each electrical appliance 50 is transmitted.

  Next, the network map generation module 203 of the operator server 200 generates a network map based on the model related information (step S09). 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 user terminal 150.

  The remote support module 15 of the user terminal 150 receives and displays the transmitted network map (step S10). As an example, the network map is configured as shown in FIG. The user terminal 150 is provided with a plurality of window tabs in the remote support window, support information 61 and a network map 62, and display selection is possible by operator selection. The network map is displayed with electrical appliance icons 70a-d. 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 user terminal 10 may also be displayed with an icon 80.

  Furthermore, when there are a plurality of independent local area networks, they are displayed as a network of icons 80 and a network of icons 81 as shown in FIG. In this case, if it is desired to remotely support the printer represented by the icon 70d, it is necessary to log in to the user terminal 10 represented by the icon 81 instead of the user terminal 10 represented by the icon 80.

  As shown in FIG. 8, the device status of each electrical appliance 50 and user 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 user 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 user 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 user terminal 10, and the appliance 50 execute a setting page acquisition process (step S11).

  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. 9 and searches for the setting page address based on the model related information transmitted from the user 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. 9, the model-related information and the URL address or IP address of the setting page may be associated with an ID and a password for browsing and inputting the setting page. These IDs and passwords are set in the appliance 50 by default, and may be IDs and passwords described in a manual or the like. By using this, even when the user does not know the default ID and password, the setting page can be viewed and input.

  Next, the setting operation reception module 202 of the operator server 200 transmits the setting page address to the user terminal 10. At this time, if the ID and password are stored in the setting page address list, the ID and password are transmitted together. In this case, the next step S31 is not executed.

  If the ID and password are not stored in the setting page address list, the setting page providing module 52 of the user terminal 10 acquires the ID and password stored in the user terminal 10 itself (step S31). That is, in this case, the user stores the ID and password of the setting page in the user terminal 10.

  The operator assistant module 16 of the user terminal 10 accesses the electrical appliance 50 based on the received setting page address (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 user terminal 10 (step S33). Upon receiving the setting page, the user terminal 10 inputs the acquired ID and password, responds to the electrical appliance 50, and performs login processing to the setting page.

  Next, the user terminal 10 transmits a setting page to the operator server 200 by proxy processing (step S34). As an example, the appliance 50 is connected to the user terminal 10 via a local area network, the appliance 50 has a private address (192.168.1.1), and the user terminal 10 has a private address (192.168.168). 1.50). The data of the setting page is transmitted to the user terminal 10 using the private address as the data A of the electrical appliance 50 as a transmission source.

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

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

  Returning to the remote support process of FIG. 4, the user terminal 150 performs a process of displaying the received setting page (step S12). 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 user terminal 10, but the setting page can be browsed by the screen transfer function realized by the operator assistant module 16 of the user terminal 10. That is, when the user 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 enabled without displaying the setting page on the user terminal 10. Also, input information from the user terminal 150 is transmitted to the electrical appliance 50 via the user 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 user terminal 10. In other words, 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 user 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.

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

  Although all the processes described above are based on the user terminal 150, there is no problem even if the user terminal 10 is the starting point for the purpose.

  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 remote support system, 3 public line network, 10 user terminal, 200 operator server, 150 user terminal

Claims (5)

Receiving remote support as the support device from another user terminal that is communicably connected via a public network, have the line remote support as an operator terminal to other user terminals, is communicatively connected to the operator server A user terminal,
History information acquisition means for acquiring at least one of a call history with other user terminals, or an email or SMS transmission / reception history;
History terminal selection means for selecting one or more other user terminals related to the acquired history information;
Remote support starting means for starting remote support with the selected user terminal;
Equipped with a,
The history terminal selection means includes
A combination of the history information and the information received from the operator server or received from the other user terminal through a peer-to-peer connection indicating whether the other user terminal is in a state where remote support is possible. Display
Among the other user terminals in a state where remote support cannot be performed, information for installing the application can be transmitted to the other user terminal in which the application for remote support is not installed. User terminal. Electrical appliance detection means for detecting an electrical appliance connected to a local area network to which the user terminal is connected when acting as a supported terminal;
Electrical appliance determination means for determining model-related information of the detected electrical appliance;
Operator assistant means for enabling either setting operation of the appliance or browsing of the device status based on the model related information determined from the user terminal via the operator server or by peer-to-peer connection When,
The user terminal according to claim 1, comprising: An operator server connected to the user terminal according to claim 1 or 2 so as to be communicable and having a user terminal management database in a storage unit,
Wherein the user terminal management database, and the information of whether the user terminal is ready to remote support, and stored in association with the uniquely specifying information the user terminal,
Network map generating means for generating a network map based on the model related information based on the model related information;
A setting page display means for searching for a setting page address based on the model-related information;
An operator server comprising: Receiving remote support as the support device from another user terminal that is communicably connected via a public network, have the line remote support as an operator terminal to other user terminals, is communicatively connected to the operator server A remote support method executed by a user terminal,
Obtaining at least one of a call reception / transmission history with another user terminal, or an email or SMS transmission / reception history;
Selecting one or more other user terminals according to the acquired history information;
Starting remote support with the selected user terminal;
Equipped with a,
The step of selecting includes
A combination of the history information and the information received from the operator server or received from the other user terminal through a peer-to-peer connection indicating whether the other user terminal is in a state where remote support is possible. Display
Among the other user terminals in a state where remote support cannot be performed, information for installing the application can be transmitted to the other user terminal in which the application for remote support is not installed. Remote support method. Receiving remote support as the support device from another user terminal that is communicably connected via a public network, have the line remote support as an operator terminal to other user terminals, is communicatively connected to the operator server to the user terminal,
Obtaining at least one of a call reception / transmission history with another user terminal, or an email or SMS transmission / reception history;
Selecting one or more other user terminals according to the acquired history information;
Starting remote support with the selected user terminal;
Was executed,
The step of selecting includes
A combination of the history information and the information received from the operator server or received from the other user terminal through a peer-to-peer connection indicating whether the other user terminal is in a state where remote support is possible. Display
Among the other user terminals in a state where remote support cannot be performed, information for installing the application can be transmitted to the other user terminal in which the application for remote support is not installed. User terminal program.

Images