JP6051512B2 - Communication system and center device - Google Patents

Description

  The present invention relates to a communication system having servers connected to each other via a network, and a server used in the communication system.

  Conventionally, for example, a remote maintenance system for monitoring and maintaining an electronic device installed in a home or office from a remote place has been put into practical use (see, for example, Patent Document 1). By using the remote maintenance system, a service person of a maintenance company can perform maintenance work on the electronic device without going to the place where the electronic device is installed. In addition, when a trouble occurs in the electronic device, a maintenance technician can quickly solve the trouble that has occurred by operating the electronic device remotely. As described above, the maintenance contractor can reduce the cost, and the user of the electronic device can solve the trouble at an early stage.

JP 2003-223521 A

As an example of a remote maintenance system, a system using a communication system in which client terminals connected to each server are connected as necessary via servers connected to each other via a network is known. Specifically, a call center server, a maintenance center server, and a customer server are communicably connected to each other. A terminal is connected to each of the call center server and the maintenance center server, and a maintenance target system is connected to the customer server.
In a conventional remote maintenance system, a call center server notifies a maintenance request to a server in the maintenance center. At this time, a one-time password is contacted by telephone from the center staff of the call center to the maintenance staff of the maintenance center, and the operator of the maintenance center uses the one-time password to connect to the customer's server. Then, the operator remotely maintains the maintenance target system connected to the customer server by operating the server of the maintenance center.
However, in the conventional remote maintenance system, a one-time password is communicated by telephone from the call center to the maintenance center, which is troublesome. In addition, since only maintenance personnel who know the one-time password can log in, it is difficult to respond quickly.

  An object of the present invention is to enable quick connection from a maintenance device to a maintenance target device when an abnormality occurs in a communication terminal connected to the maintenance target device.

  Hereinafter, a plurality of modes will be described as means for solving the problems. These aspects can be arbitrarily combined as necessary.

A communication system according to an aspect of the present invention includes a center device, one or more maintenance target devices, and one or more maintenance devices.
If any apparatus to be maintained receives predetermined data from the connected terminal and determines that an abnormality has occurred in the terminal based on pre-registered information, the apparatus to be maintained specifying information and the abnormality notification information are It has a transmission part which transmits to a center apparatus.
The center device includes a first storage unit, a second storage unit, a connection job creation unit, and a connection job notification unit.
The first storage unit stores a maintenance device list in which information on a plurality of maintenance devices permitted to access the communication system is recorded.
In the second storage unit, information of a plurality of maintenance target devices permitted to access the communication system is recorded, and one or a plurality of maintenance devices connectable to each recorded maintenance target terminal are registered. The device list is saved.
The connection job creation unit can create and register a connection job in which the maintenance target device selected from the maintenance target device list and the maintenance device selected from the maintenance device list are associated with each other. Upon receiving, and creates a connection job that associates a maintenance terminal connectable to the maintenance device and the target terminal that has transmitted the abnormality notification information automatically.
The connection job notification unit notifies the associated maintenance device that a connection job has been newly created.
The associated maintenance device is connected to the maintenance target device that has transmitted the abnormality notification information based on the newly created connection job information.

  In this communication system, if the apparatus to be maintained determines that the connected terminal is abnormal, the transmission unit transmits the apparatus to be maintained specifying information and the abnormality notification information to the center apparatus. When the information is received, the connection job creation unit of the center device automatically creates a connection job in which a predetermined maintenance device is associated with the maintenance target device that has transmitted the abnormality notification information. Next, the connection job notification unit notifies the associated maintenance device that a connection job has been newly created.

As a result, the maintenance device connects to the maintenance target device based on the information of the newly created connection job. As described above, the operation from when the maintenance target device determines that an abnormality has occurred in the terminal until the maintenance device is notified of the creation of a connection job is automatically performed.
As a result, when an abnormality occurs in the terminal connected to the maintenance target apparatus, it is possible to quickly connect the maintenance apparatus to the maintenance target apparatus.

  When the center device receives the maintenance target device identification information and the abnormality notification information, the center device determines whether or not there is a connection job associated with a predetermined maintenance target device. A connection job in which the maintenance device is associated with the maintenance target device that has transmitted the abnormality notification information may be automatically created. In this apparatus, when a connection job already exists, a new connection job is not created. This prevents a plurality of connection jobs from being formed for one maintenance target apparatus. As a result, duplication or confusion of work after connection is prevented.

  If the device to be maintained determines that the connected terminal is abnormal, it determines whether or not the maintenance device is connected to the device to be maintained. It may be transmitted to the center device. In this apparatus, when the maintenance apparatus is already connected to the maintenance target apparatus, the maintenance target apparatus specifying information and the abnormality notification information are not transmitted to the center apparatus, and therefore a new connection job is not formed for the maintenance target apparatus. . This prevents a plurality of connection jobs from being formed for one maintenance target apparatus. As a result, duplication or confusion of work after connection is prevented.

  The center device may further include a maintenance target device list management unit that records the abnormality information in the maintenance target device list when receiving the maintenance target device specifying information and the abnormality notification information.

  The maintenance target device list management unit may delete the record of the abnormality information from the maintenance target device list when receiving the abnormality release information from the maintenance target device or the maintenance device that has transmitted the abnormality notification information.

A center device according to another aspect of the present invention is used in a communication system including a center device, one or more maintenance target devices, and one or more maintenance devices. The center device includes a first storage unit, a second storage unit, a connection job creation unit, and a connection job notification unit.
The first storage unit stores a maintenance device list in which information on a plurality of maintenance devices permitted to access the communication system is recorded.
In the second storage unit, information of a plurality of maintenance target devices permitted to access the communication system is recorded, and one or a plurality of maintenance devices connectable to each recorded maintenance target terminal are registered. The device list is saved.
The connection job creation unit can create and register a connection job in which the maintenance target device selected from the maintenance target device list and the maintenance device selected from the maintenance device list are associated with each other. Upon receiving, and creates a connection job that associates a maintenance terminal connectable to the maintenance device and the target terminal that has transmitted the abnormality notification information automatically.
The connection job notification unit notifies the associated maintenance device that a connection job has been newly created.

The figure which shows the basic composition of a communication system. The figure which shows the structure of a center apparatus. The figure which shows an operator list. The figure which shows a maintenance apparatus list. The figure which shows a to-be-maintained apparatus list. The figure which shows a connection job list. The figure which shows the structure of a maintenance apparatus. The figure which shows the structure of a to-be-maintained apparatus. The flowchart which shows the control operation | movement of the to-be-maintained apparatus in the case of abnormality determination of the maintenance object system occurrence, and abnormality occurrence. The flowchart which shows the control operation | movement of the center apparatus at the time of receiving abnormality notification information from a maintenance target apparatus. The flowchart which shows the control operation of a maintenance apparatus when connecting with a to-be-maintained apparatus. The flowchart which shows the control operation of the center apparatus at the time of receiving connection completion from a maintenance apparatus. The flowchart of the modification of the determination process in a to-be-maintained apparatus.

Hereinafter, a remote maintenance system will be described as an embodiment of the present invention. The following is only an example.
(1) Basic Configuration of Communication System An overview of the communication system 1 according to the present embodiment will be described. FIG. 1 is a diagram showing a basic configuration of a communication system. The communication system 1 includes a client terminal and a server connected via a network. Each client terminal can communicate with another server or a client terminal connected to the server via a connected server. Further, each server device can also communicate with another server or a client terminal connected to the server device.

The communication system 1 has a plurality of servers that are communicably connected to each other via a WAN (Wide Area Network) 3. The WAN 3 is a wide area network such as the Internet.
The plurality of servers include a center device 5, a first maintenance target device 7A, a second maintenance target device 7B, a first maintenance device 9A, and a second maintenance device 9B. Note that the maintenance target device and the maintenance device may be three or more. Moreover, the number of maintenance target devices may be one.
The center device 5, the first maintenance target device 7A, the second maintenance target device 7B, the first maintenance device 9A, and the second maintenance device 9B are servers that relay communications between clients. The first maintenance device 9A and the second maintenance device 9B may be applications stored in a memory that is detachably attached to the personal computer.

  The center device 5 is installed in a call center that accepts inquiries from users, for example. The center device 5 manages the access rights of the first maintenance device 9A and the second maintenance device 9B to the first maintenance target device 7A and the second maintenance target device 7B. A center device operation terminal 11 is connected to the center device 5 via a LAN (Local Area Network) 13 so that communication is possible. The ID of the center device 5 is Center @ relaysystem. net.

  The first maintenance target device 7A is, for example, a customer server. The first maintenance target system 7A is connected to the first maintenance target system 15A and the second maintenance target system 15B via the first LAN 17 so as to communicate with each other. The first LAN group 14 is configured by the above devices. The first maintenance target system 15A and the second maintenance target system 15B are file servers or Web servers that are targets of remote maintenance. The number of maintenance target systems connected to the first maintenance target device 7A may be one or three or more. The ID of the first maintenance target device 7A is Target1 @ relaysystem. net.

  The second maintenance target device 7B is, for example, a customer server. A third maintenance target system 19A and a fourth maintenance target system 19B are communicably connected to the second maintenance target device 7B via the second LAN 21. The second LAN group 16 is configured by the above devices. The third maintenance target system 19A and the fourth maintenance target system 19B are file servers or Web servers that are targets of remote maintenance. The number of maintenance target systems connected to the second maintenance target device 7B may be one, or three or more. The ID of the second maintenance target device 7B is Target2 @ relaysystem. net.

  The first maintenance target device 7A and the second maintenance target device 7B monitor maintenance target systems existing in the respective network systems. This management program is, for example, SNMP (Simple Network Management Protocol). That is, a manager is set for the maintenance target device and an agent is set for the maintenance target system. The manager provides a request for information to the agent, which gets the requested information and responds to the manager. The agent notifies the manager of the status of the maintenance target system.

  The first maintenance device 9A is a server provided in the maintenance center. A first maintenance operation terminal 23A and a second maintenance operation terminal 23B are communicably connected to the first maintenance device 9A via the third LAN 25. The third LAN group 18 is configured by the above devices. The number of maintenance operation terminals connected to the first maintenance device 9A may be one, or three or more. The ID of the first maintenance device 9A is Maintenance2 @ relaysystem. net.

  The second maintenance device 9B is a server provided in the maintenance center. A third maintenance operation terminal 27A and a fourth maintenance operation terminal 27B are communicably connected to the second maintenance device 9B via the fourth LAN 29. The fourth LAN group 20 is configured by the above devices. The number of maintenance operation terminals connected to the second maintenance device 9B may be one, or three or more. The ID of the second maintenance device 9B is Maintenance1 @ relaysystem. net.

  In the above configuration, the center apparatus operation terminal 11, the third maintenance target system 19A, the fourth maintenance target system 19B, the first maintenance operation terminal 23A, the second maintenance operation terminal 23B, the third maintenance operation terminal 27A, and the fourth maintenance operation The terminal 27B is a terminal such as a personal computer.

  A maintenance person uses the first maintenance device 9A or the second maintenance device 9B to remotely maintain the first maintenance target system 15A, the second maintenance target system 15B, the third maintenance target system 19A, or the fourth maintenance target system 19B. In this case, a routing session is established between the first maintenance device 9A or the second maintenance device 9B and the first maintenance target device 7A or the second maintenance target device 7B.

  The routing session is a media session for controlling routing of communication packets transferred between the first LAN group 14 or the second LAN group 16 and the third LAN group 18 or the fourth LAN group 20.

  In order to establish a routing session, the first maintenance device 9A or the second maintenance device 9B must obtain the access permission for the center device 5 to access the first maintenance target device 7A or the second maintenance target device 7B. I must. After the first maintenance device 9A or the second maintenance device 9B obtains access permission, the first maintenance device 9A or the second maintenance device 9B establishes a routing session with the first maintenance target device 7A or the second maintenance target device 7B.

  In the system described above, maintenance personnel are not tied to a specific maintenance device. That is, the maintenance staff can participate in the communication system 1 using any maintenance device. More specifically, since the ID and password of each maintenance worker are stored in the center device 5 and the center device 5 performs an authentication operation, the maintenance worker communicates by inputting the ID and password to the maintenance operation terminal. You can log in to System 1.

(2) Configuration of Center Device The configuration of the center device 5 will be described with reference to FIG. FIG. 2 is a diagram illustrating a configuration of the center apparatus.

  The center apparatus 5 mainly includes a control unit 31, a database storage unit 33, and an interface 35.

The control unit 31 controls the center device 5 as a whole. The control unit 31 is a computer including a CPU, a RAM, and a ROM, and implements various functions by executing programs stored in the memory.
Hereinafter, functions of the control unit 31 will be described. The control unit 31 includes a connection job creation unit 43, a connection job notification unit 45, a connection availability determination unit 47, a connection job list management unit 49, a connection completion reception unit 50, a maintenance target device list management unit 51, And an abnormality notification information receiving unit 52.

  The connection job creation unit 43 creates a connection job that is information related to the connection to the first maintenance target device 7A or the second maintenance target device 7B. The connection job creation unit 43 can create and register a connection job that associates the maintenance target device selected from the maintenance target device list 57a with the maintenance device selected from the maintenance device list 55a. When the connection job creation unit 43 receives the maintenance target device specifying information and the abnormality notification information, the connection job creation unit 43 automatically creates a connection job that associates the predetermined maintenance device with the maintenance target device that has transmitted the abnormality notification information. The connection job creation unit 43 can determine whether or not a connection job has already been formed for the maintenance target apparatus that has transmitted the abnormality notification information.

The connection job notification unit 45 notifies the associated maintenance device that a connection job has been newly created.
The connectability determination unit 47 determines whether or not the maintenance device and the maintenance target device can be connected.

  As will be described later, the connection job list management unit 49 manages the created connection job in the format of the connection job list 59a, adds the connection job to the connection job list 59a as necessary, and is in the connection job list 59a. The connection job is updated or the connection job is deleted from the connection job list 59a.

The maintenance target device list management unit 51 manages in the form of the generated maintenance target device list 57a, adds the maintenance target device to the maintenance target device list 57a as necessary, updates the maintenance target device list 57a, or Delete from the maintenance target device list 57a. If the maintenance target device list management unit 51 receives an alert from the maintenance target terminal, it records the abnormality detection in the maintenance target device list 57a and receives the abnormality release information from the maintenance target device that has transmitted the abnormality notification information. The record of the abnormality notification information is deleted from the maintenance device list 57a.
The connection completion receiving unit 50 waits for reception of a connection completion notification from the maintenance device.
The abnormality notification information receiving unit 52 receives abnormality notification information from the maintenance target apparatus.

  The database storage unit 33 includes an operator list storage unit 53, a maintenance device list storage unit 55 (an example of a first storage unit), a maintenance target device list storage unit 57 (an example of a second storage unit), and a connection job list storage. Part 59.

  The operator list storage unit 53 stores an operator list 53a. FIG. 3 shows the operator list 53a. Each operator in the operator list 53a is composed of “ID”, “password”, and “login server” of an operator who is allowed to access the communication system 1. In the login server, the operator ID and the ID of the logged-in apparatus are combined. In the example of FIG. 3, operators Op1 to Op4 are registered, the first operator Op1 is logged in to the first maintenance device 9A, the second operator Op2 is logged in to the center device 5, and the third operator Op3 Is logged in to the second maintenance device 9B. It can also be seen that the fourth operator Op4 is not logged in.

  A maintenance device list 55a is stored in the maintenance device list storage unit 55 (an example of a first storage unit). FIG. 4 shows the maintenance device list 55a. Each maintenance device in the maintenance device list 55a is composed of the “name” and “device ID” of the maintenance device permitted to access the communication system 1. As shown in FIG. 4, connection information is registered in the maintenance device list 55a. The connection information is managed by a maintenance device list management unit (not shown).

The maintenance target device list storage unit 57 (an example of a second storage unit) stores a maintenance target device list 57a. FIG. 5 shows the maintenance target device list 57a. The maintenance target device list 57a is managed by the maintenance target device list management unit 51 as described above. Each maintenance target device in the maintenance target device list 57a includes the “name” and “device ID” of the maintenance target device permitted to access the communication system 1.
Although not shown, one or more maintenance devices that can be connected to each maintenance target device are set in advance and registered in the maintenance target device list 57a.
If the maintenance target device list management unit 51 receives the alert, it records the abnormality notification information in the maintenance target device list 57a, and receives the abnormality release information from the maintenance target device that transmitted the abnormality notification information or from the maintenance device. The record of the abnormality notification information is deleted from the maintenance target device list 57a.

As illustrated in FIG. 5, the maintenance target device list 57 a includes “status information” indicating whether each maintenance target device has already transmitted abnormality notification information to the center device 5. The status information is either an abnormality when the abnormality notification information is recorded or any other normal. The maintenance target device list 57a further indicates whether a connection job has already been created and the maintenance device is connected. "Connection information" indicating whether or not is included.
By displaying these pieces of information on the display, the operator of the center device 5 can know from which maintenance target apparatus the abnormality notification information is currently sent and to which maintenance target apparatus is connected. it can.

  The connection job list storage unit 59 stores a connection job list 59a. FIG. 6 shows the connection job list 59a. The connection job list 59a includes one or a plurality of connection jobs. Each connection job is composed of “maintenance device ID”, “connection candidate ID”, and “job information”. The “maintenance device ID” is, for example, an ID of a maintenance target device that requests maintenance. The “connection candidate ID” is an ID of an operator who may be connected to the maintenance target device, and one or more are stored. “Job information” indicates which operator is actually connected.

In FIG. 6, a first connection job and a second connection job are formed for the first serviced device 7A and the second serviced device 7B, respectively, and the first operator Op1 is a candidate for the first connection job. It can be seen that the first operator Op1 and the third operator Op3 are candidates for the second connection job. It can also be seen that the first connection job is being executed by the first operator Op1.
If the connection job creation unit 43 creates a connection job, the connection job list management unit 49 adds the connection job to the connection job list 59a. Further, the connection job list management unit 49 changes job information when connection between servers is started. If the connection is interrupted, the connection job list management unit 49 deletes the connection job from the connection job list 59a.

  The interface 35 communicates with terminals in the LAN 13. Further, the interface 35 performs communication with the WAN 3.

(3) Configuration of Maintenance Device The configuration of the first maintenance device 9A will be described using FIG. Note that the configuration of the second maintenance device 9B is the same as that of the first maintenance device 9A, and a description thereof will be omitted. FIG. 7 is a diagram illustrating a configuration of the maintenance device. The first maintenance device 9A includes a control unit 61, a database storage unit 63, and an interface 65.

  The control unit 61 performs overall control of the first maintenance device 9A. The control unit 61 is a computer including a CPU, a RAM, and a ROM, and implements various functions by executing programs stored in the memory. The control unit 61 includes a routing session establishment unit 71 and a routing control unit 73.

  The routing session establishment unit 71 establishes a routing session with the first maintenance target device 7A or the second maintenance target device 7B. The routing control unit 73 performs routing control of communication packets with other LANs using a routing session.

  The database storage unit 63 has a center device information storage unit 81. The center device information storage unit 81 stores center device information. Although not shown, the center device information is composed of the name and ID of the center device 5.

(4) Configuration of maintenance target device The configuration of the first maintenance target device 7A will be described with reference to FIG. The description of the configuration of the second maintenance target device 7B is the same as that of the first maintenance target device 7A, and is omitted. FIG. 8 is a diagram illustrating a configuration of the maintenance target device. The first device to be maintained 7A includes a control unit 91, a database storage unit 93, and an interface 95.

  The controller 91 performs overall control of the first maintenance target device 7A. The control unit 91 is a computer including a CPU, a RAM, and a ROM, and implements various functions by executing programs stored in the memory. The control unit 91 includes a routing session establishment unit 101, a routing control unit 103, an abnormality determination unit 107, and an abnormality notification information transmission unit 109.

The routing session establishment unit 101 establishes a routing session between the first maintenance target device 7A and the first maintenance device 9A or the second maintenance device 9B. The routing control unit 103 performs routing control of communication packets with other LANs using a routing session.
The abnormality determination unit 107 receives predetermined data from the connected maintenance target system, and determines whether an abnormality has occurred in the maintenance target system based on information registered in advance.
The abnormality notification information transmitting unit 109 transmits the maintenance target device specifying information and the abnormality notification information to the center device 5 when it is necessary to issue an alert.

The database storage unit 93 includes a center device information storage unit 111. The center device information storage unit 111 stores center device information. Although not shown, the center device information is composed of the name and ID of the center device 5.
(5) Connection control operation at the time of occurrence of abnormality Using FIG. 9 to FIG. 12, after the abnormal signal is transmitted from the maintenance target system to the maintenance target apparatus, the maintenance apparatus connects to the maintenance target apparatus and the maintenance target system The control operation until the abnormality is resolved will be described.

(5-1) Abnormality occurrence notification control operation of the maintenance target device First, the control operation of the maintenance target device will be described with reference to FIG. FIG. 9 is a flowchart illustrating determination of occurrence of abnormality in the maintenance target system and control operation of the maintenance target apparatus in the case of occurrence of abnormality.

In the following embodiment, the control operation of the first maintenance target device 7A will be described.
In step S1, the abnormality determination unit 107 of the first maintenance target device 7A acquires information on the first maintenance target system 15A or the second maintenance target system 15B that is the monitoring target by referring to the MIB (Management Information Base). Determine whether or not. If “No”, the process proceeds to step S2, and if “Yes”, the process skips step S2 and proceeds to step S3.

  In step S2, the abnormality determination unit 107 determines whether TRAP has been received from the maintenance target system 15A or 15B. TRAP is information periodically acquired by a communication terminal. If “No”, the process returns to step S1, and if “Yes”, the process proceeds to step S3.

  In step S3, the abnormality determination unit 107 decodes the received content, and determines in step S4 whether or not an alert issuance is necessary. If “No”, the process returns to step S1, and if “Yes”, the process proceeds to step S5.

In step S5, the abnormality notification information transmission unit 109 transmits the maintenance target device specifying information and the abnormality notification information to the center device 5. Thereafter, the first maintenance target device 7A receives the preset mail address. Notification of abnormal information by email. The email may be sent automatically. As a result, the operator can run to the first maintenance device 9A and perform maintenance work based on the connection job that has already been connected. Also, the abnormality information may be sent by mail to the operator of the maintenance target system where the abnormality has occurred at the same timing or before and after.

(5-2) Connection Job Creation Control Operation of Center Device Next, the control operation of the center device 5 will be described with reference to FIG. FIG. 10 is a flowchart showing the control operation of the center apparatus when abnormality notification information is received from the maintenance target apparatus.
In step S <b> 11, the abnormality notification information receiving unit 52 waits to receive the maintenance target device specifying information and the abnormality notification information from the maintenance target device. If these are received (corresponding to step S5), the process proceeds to step S12.

In step S12, the maintenance target apparatus list management unit 51 records the abnormality information in the maintenance target apparatus list 57a as shown in FIG.
In step S13, the connection job creation unit 43 refers to the connection job list 59a to determine whether there is a connection job associated with the first maintenance target device 7A. Automatically creates a connection job associating the first maintenance device 9A with the first maintenance target device 7A. In this apparatus, when a connection job already exists, a new connection job is not created. This prevents a plurality of connection jobs from being formed for one maintenance target apparatus. As a result, duplication or confusion of work after connection is prevented. If “Yes”, the process returns to step S 1, and if “No”, the process proceeds to step S 5.

In step S14, the connection possibility determination unit 47 determines whether or not the maintenance apparatus that has transmitted the job selection and the maintenance target apparatus can be connected. The connection job creation unit 43 automatically creates a connection job in which a connectable maintenance device and a maintenance target device that has transmitted abnormality notification information are associated with each other.
In step S15, the connection job notification unit 45 notifies the associated maintenance device of the connection job update. Thereafter, when the connection is executed, the maintenance target apparatus list management unit 51 registers that the connection is being made in the maintenance target apparatus list 57a as shown in FIG. Further, as shown in FIG. 6, the connection job list management unit 49 registers that the connection is in progress in the connection job list 59a.

(5-3) Connection Control Operation of Maintenance Device Next, a control operation in which the maintenance device connects to the maintenance target device will be described with reference to FIG. FIG. 11 is a flowchart showing the control operation of the maintenance device when connecting to the maintenance target device.
Hereinafter, the control operation of the first maintenance apparatus 9A will be described. Specifically, a case where the first operator Op1 operates the first maintenance operation terminal 23A to access the first maintenance device 9A will be described.

In step S21, the first maintenance device 9A connects to the first maintenance target device 7A. Specifically, the first maintenance device 9A starts establishing a routing session with respect to the first maintenance target device 7A. Specifically, the routing session establishment unit 71 transmits a request for establishing a routing session to the first maintenance target device 7A using the request ID. The above connection operation is performed by the first operator Op1 manually operating the first maintenance device 9A via the first maintenance operation terminal 23A. However, the first maintenance apparatus 9A may automatically connect. Further, depending on the type of connection job, either manual connection or automatic connection may be determined.
In response to the above operation of the first maintenance device 9A, the routing session establishment unit 101 of the first maintenance target device 7A returns an OK response as access permission to the first maintenance device 9A. As a result, a media session is established between the first maintenance device 9A and the first maintenance target device 7A.
When the media session is established, the first maintenance device 9A and the first maintenance target device 7A exchange the network addresses of the first LAN 17 and the third LAN 25 that are routing targets. As a result, communication between the first maintenance device 9A and the first maintenance target system 15A becomes possible via the routing session. The first operator Op1 can start remote maintenance for the first maintenance target system 15A, for example, using the first maintenance operation terminal 23A.

  In step S22, the routing control unit 73 determines whether the connection is successful. If “Yes”, the process proceeds to step S23, and if “No”, the process proceeds to step S30.

In step S30, the routing control unit 73 transmits a connection failure notification to the first maintenance operation terminal 23A. Thereafter, the process proceeds to step S32.
In step S23, the routing control unit 73 transmits a connection success notification to the first maintenance operation terminal 23A.

In step S <b> 24, the routing control unit 73 transmits a connection success notification to the center device 5.
In step S25, the routing control unit 73 determines whether the work has been completed. If “Yes”, the process proceeds to step S26, and if “No”, the process proceeds to step S31.

In step S31, the routing control unit 73 determines whether or not the termination is abnormal. If "Yes", the process proceeds to step S32. If "No", the process returns to step S25 and waits for the work to be completed.
In step S <b> 32, the routing control unit 73 transmits an error notification to the center device 5.

In step S26, the routing control unit 73 transmits a completion notification to the first maintenance target device 7A, thereby disconnecting the connection.
In step S <b> 27, the routing control unit 73 transmits a connection completion notification to the center device 5.

In step S28, the control unit 61 inquires of the center apparatus 5 whether there is a connection job that can be executed by the first operator Op1.
In step S29, whether there is a connection job that can be executed by the first operator Op1 is transmitted from the center device 5, and the control unit 61 of the center device 5 updates the connection job list.

(5-4) Center Device Finally, the control operation of the center device 5 will be described with reference to FIG. FIG. 12 is a flowchart showing the control operation of the center device when connection completion is received from the maintenance device.
In step S41, the connection completion receiving unit 50 of the center device 5 waits to receive a connection completion notification from the first maintenance device 9A. If the above reception is received (corresponding to step S27), the process proceeds to step S42.

  In step S42, the maintenance target device list management unit 51 refers to the maintenance target device list 57a to determine whether or not the first maintenance target device 7A is in an abnormal state. This determination is made based on whether or not abnormality release information has been received from the first maintenance target device 7A or the first maintenance device 9A. If “Yes”, the process returns to step S41, and if “No”, the process proceeds to step S43.

In step S43, the maintenance target apparatus list management unit 51 deletes the registration of the abnormality occurrence state of the first maintenance target apparatus 7A from the maintenance target apparatus list 57a. In addition, the connection job list management unit 49 deletes the registration of connection information from the connection job list 59a.
Thereafter, the process returns to step S41.

The communication system (an example of a communication system) described above includes a third server C (an example of a center device), a first maintenance target device 7A (an example of a maintenance target device), and a first maintenance device 9A (a maintenance device). Example).
If first maintenance target device 7A receives predetermined data from the connected terminal and determines that an abnormality has occurred in the terminal based on pre-registered information, maintenance target device specifying information and abnormality notification information are obtained. The abnormality notification information transmitting unit 109 (an example of a transmitting unit) that transmits to the center device 5 is included.
The center device 5 includes a maintenance device list storage unit 55 (an example of a first storage unit), a maintenance target device list storage unit 57 (an example of a second storage unit), and a connection job creation unit 43 (an example of a connection job creation unit). ) And a connection job notification unit 45 (an example of a connection job notification unit).
The maintenance terminal list storage 55 stores a maintenance device list 55a (an example of a maintenance device list) in which information on a plurality of maintenance devices is recorded.
The maintenance target device list storage unit 57 stores a maintenance target device list 57a (an example of a maintenance target device list) in which information on a plurality of maintenance target devices is recorded.
The connection job creation unit 43 can create and register a connection job in which the maintenance target device selected from the maintenance target device list 57a and the maintenance device selected from the maintenance device list 55a are associated with each other. When the notification information is received, a connection job in which a predetermined maintenance device is associated with the maintenance target device that has transmitted the abnormality notification information is automatically created.
The connection job notification unit 45 notifies the associated maintenance device that a connection job has been newly created.
The associated maintenance device is connected to the maintenance target device that has transmitted the abnormality notification information based on the newly created connection job information.

  In this communication system, when the first maintenance target device 7A receives the abnormality notification information from the connected terminal, the abnormality notification information transmission unit 109 sends the maintenance target device specifying information and the abnormality notification information to the center device 5. Send. If the above information is received, the connection job creation unit 43 of the center device 5 causes the first maintenance device 9A (an example of a predetermined maintenance device) and the first maintenance device 7A (an example of a maintenance target device that has transmitted abnormality notification information). ) Is automatically created. Next, the connection job notification unit 43 notifies the first maintenance device 9A (associated maintenance device) that a connection job has been newly created.

As a result, the first maintenance device 9A connects to the first maintenance target device 7A based on the information of the newly created connection job. As described above, the operation from when the first maintenance target device 7A determines that an abnormality has occurred in the terminal to when the first maintenance device 9A is notified of the creation of the connection job is automatically performed.
As a result, when an abnormality occurs in the terminal connected to the maintenance target apparatus, it is possible to quickly connect the maintenance apparatus to the maintenance target apparatus.

(6) Other Embodiments Although one embodiment of the present invention has been described above, the present invention is not limited to the above embodiment, and various modifications can be made without departing from the scope of the invention. In particular, a plurality of embodiments and modifications described in this specification can be arbitrarily combined as necessary.

(A) With reference to FIG. 13, a modification of step S3 (determination process) of FIG. 9 in the embodiment will be described. FIG. 13 is a flowchart of a modified example of the determination process in the maintenance target apparatus.
In step S51, the abnormality determination unit 107 receives predetermined data from the connected terminal and determines whether or not the terminal is abnormal based on information registered in advance. If “Yes”, the process proceeds to step S 52. If “No”, the process proceeds to step S 54.
In step S52, the control unit 91 determines whether any maintenance device is connected to the first maintenance target device 7A. If “Yes”, the process returns to step S 51 to wait for the connection to be released, and if “No”, the process proceeds to step S 53.
In step S53, the control unit 91 determines to send an alert.
In step S54, the control unit 91 determines not to send an alert.
As described above, the first maintenance target device 7A determines to send an alert only when the connected maintenance target system is abnormal and the maintenance device is not connected. As a result, when the maintenance device is already connected to the first maintenance target device 7A, the maintenance target device specifying information and the abnormality notification information are not transmitted to the center device 5, and accordingly, a new connection job for the maintenance target device. Is not formed. This prevents a plurality of connection jobs from being formed for one maintenance target apparatus. As a result, duplication or confusion of work after connection is prevented.

  The present invention can be widely applied to a communication system having servers connected to each other via a network and a server used in the communication system.

DESCRIPTION OF SYMBOLS 1 Communication system 5 Center apparatus 7A 1st maintenance apparatus 7B 2 maintenance apparatus 9A 1st maintenance apparatus 9B 2nd maintenance apparatus 11 Center apparatus operation terminal 13 Center apparatus 14 1st LAN group 15A 1st maintenance object system 15B 2nd maintenance Target system 16 Second LAN group 17 First LAN
18 3rd group 19A 3rd maintenance object system 19B 4th maintenance object system 20 4th LAN group 23A 1st maintenance operation terminal 23B 2nd maintenance operation terminal 27A 3rd maintenance operation terminal 27B 4th maintenance operation terminal 31 Control part 33 Database storage Unit 35 Interface 43 Connection job creation unit 45 Connection job notification unit 47 Connection availability determination unit 49 Connection job list management unit 50 Connection completion reception unit 51 Maintenance target device list management unit 52 Abnormality notification information reception unit 53 Operator list storage unit 53a Operator list 55 Maintenance Device List Storage 55a Maintenance Device List 57 Serviced Device List Storage 57a Serviced Device List 59 Connection Job List Storage 59a Connection Job List 61 Control Unit 63 Database Storage 65 Interface 71 Establishment of Routing Session 73 routing controller 81 center apparatus information storage unit 91 the control unit 93 database storage unit 95 interface 101 routing session establishing unit 103 routing control unit 107 abnormality determining part 109 abnormality notice information transmitting unit 111 center apparatus information storage unit

Claims (9)

A communication system comprising a center device, one or more maintenance target devices, and one or more maintenance devices,
If any apparatus to be maintained receives predetermined data from the connected terminal and determines that an abnormality has occurred in the terminal based on pre-registered information, the apparatus to be maintained specifying information and the abnormality notification information are A transmission unit for transmitting to the center device;
The center device is
A first storage unit storing a maintenance device list in which information of a plurality of maintenance devices permitted to access the communication system is stored;
Information of a plurality of maintenance target devices permitted to access the communication system is recorded, and a maintenance target device list in which one or a plurality of maintenance devices connectable to each recorded maintenance target device is registered is stored. A second storage unit;
A connection job that associates the maintenance target device selected from the maintenance target device list with the maintenance device selected from the maintenance device list can be created and registered, and the maintenance target device identification information and the abnormality notification information are received. Then, a connection job creation unit that automatically creates a connection job in which the maintenance target device that has transmitted the abnormality notification information and the maintenance device that can be directly connected to the maintenance target terminal without using the center device ,
A connection job notification unit for notifying that a connection job is newly created in the associated maintenance device;
Have
The associated maintenance device is directly connected to the maintenance target device that has transmitted the abnormality notification information based on the newly created connection job information without going through the center device .
Communications system.   When the center device receives the maintenance target device specifying information and the abnormality notification information, the center device determines whether or not a connection job associated with a predetermined maintenance target device exists. The communication system according to claim 1, which automatically creates a connection job that associates a predetermined maintenance device with the maintenance target device that has transmitted the abnormality notification information.   If the maintenance target device determines that an abnormality has occurred in the connected terminal, the maintenance target device determines whether the maintenance device is connected to the maintenance target device. If the maintenance target device is not connected, the maintenance target device specifying information and the maintenance target device The communication system according to claim 1, wherein the transmission unit transmits abnormality notification information to the center device.   4. The apparatus further includes a maintenance target device list management unit that records the abnormality information in the maintenance target device list when the maintenance target device identification information and the abnormality notification information are received. The communication system described.   The maintenance target device list management unit, when receiving the abnormality release information from the maintenance target device or the maintenance device that has transmitted the abnormality notification information, erases the record of the abnormality information from the maintenance target device list. Communication system. A center device used in a communication system having a center device, one or more maintenance target devices, and one or more maintenance devices,
A first storage unit storing a maintenance device list in which information of a plurality of maintenance devices permitted to access the communication system is stored;
Information on a plurality of maintenance target devices permitted to access the communication system is recorded, and a maintenance target device list in which one or a plurality of maintenance devices connectable to each recorded maintenance target terminal is registered is stored. A second storage unit;
A connection job that associates the maintenance target device selected from the maintenance target device list with the maintenance device selected from the maintenance device list can be created and registered, and if the maintenance target device specifying information and the abnormality notification information are received, A connection job creation unit that automatically creates a connection job that associates the maintenance target device that has transmitted the abnormality notification information with the maintenance target device that can be directly connected to the maintenance target terminal without going through the center device ;
A connection job notification unit for notifying that a connection job is newly created in the associated maintenance device;
Center equipment with   If the maintenance target device specifying information and the abnormality notification information are received, it is determined whether or not there is a connection job associated with a predetermined maintenance target device. If there is no connection job, the predetermined maintenance device is determined. The center apparatus according to claim 6, wherein a connection job that automatically associates a maintenance target apparatus that has transmitted the abnormality notification information with each other is created.   The center according to claim 6 or 7, further comprising a maintenance target device list management unit that records abnormality information in the maintenance target device list when receiving the maintenance target device specifying information and the abnormality notification information. apparatus. 9. The maintenance target device list management unit, when receiving abnormality release information from a maintenance target device or a maintenance device that has transmitted the abnormality notification information, deletes the record of abnormality information from the maintenance target device list. Center equipment.

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