JP6145081B2 - Remote correspondence server, remote correspondence method, and remote correspondence system - Google Patents

Description

  The present invention relates to a remote support server, a remote support method, and a remote support system for instructing a user terminal used by a user remotely.

  Conventionally, for beginners who operate personal computers and electrical appliances, remote support via a network using a public line allows direct access to the personal computers and electrical appliances of client computers and electrical appliances. Thus, it is known that the support side grasps the situation of the trouble or the like and performs the trouble handling.

  In addition to smartphones, various devices that have not been connected to the conventional network are compatible with network connections, and exchanges information with other devices while providing advanced functions are increasing. .

  For example, a remote support method is disclosed in which moving image data obtained by photographing a support target with a mobile phone is received, an object in the moving image data is recognized, and instruction data input based on a relative position with respect to the object is displayed. .

JP 2011-34315 A

  According to Patent Literature 1, the mobile phone 100 transmits moving image data obtained by photographing a support target to the operator terminal 50, and the operator terminal 50 displays the moving image data and recognizes object data to be supported. The instruction data is received from the mobile phone 100, the relative position with respect to the object data to which the instruction data is input is set as the relative position data, and the instruction data and the relative position data are transmitted to the mobile phone 100 in relation to the instruction data. 100 displays a live video to be supported, and displays the received instruction data at a predetermined location based on the position of the object data in the live video and the received relative position data.

  However, in the method of Patent Document 1, when the user is unfamiliar with video camera shooting, the user may not be able to shoot a video desired by the operator, and the quality of the remote support is up and down depending on the shooting skill of the user. was there.

  In addition, in the method as disclosed in Patent Document 1, the inventor usually receives support by calling the operator, but by utilizing the information of the telephone number, the application for receiving the support by the user is used. We focused on the point of being able to identify.

  In other words, when a user terminal provides a service using the SaaS (Software as a Service) type, it is not necessary to directly support the user terminal by accessing the server that provides the service. We focused on the possibility of using a telephone number as an identifier for accessing this server.

  In view of these problems, the present invention provides a remote support server, a remote support system, and a remote support method capable of operating a user terminal remotely and transmitting a message without directly accessing and supporting the user terminal. The purpose is to do.

  The present invention provides the following solutions.

The invention according to the first aspect is a remote-compatible server that is communicably connected to a user terminal on which an application is executed and a remote terminal that performs an operation related to the application being executed on the user terminal,
Telephone number data receiving means for receiving telephone number data of the user terminal;
Application ID extraction means for extracting an application ID associated with an application used in the user terminal based on the received telephone number data;
Execution data extraction means for extracting execution data related to the application being executed on the user terminal based on the application ID;
There is provided a remote-compatible server comprising execution data transmitting means for transmitting a part or all of the extracted execution data to the remote terminal.

According to the first aspect of the invention, the remote-compatible server receives the telephone number data of the user terminal, and extracts the application ID associated with the application used in the user terminal based on the received telephone number data Then, based on the application ID, the execution data related to the application executed on the user terminal is extracted, and a part or all of the extracted execution data is transmitted to the remote terminal.

  Here, the invention according to the first feature is a server category, but the same actions and effects corresponding to the category are exhibited in other categories such as methods.

  The invention according to a second feature is the invention according to the first feature, wherein the user terminal transmits to the remote terminal, and the received remote terminal transmits the telephone number data of the user terminal to the remote corresponding server. By transmitting, the telephone number data receiving means provides a remote corresponding server for receiving the telephone number data of the user terminal.

  According to the second aspect of the invention, in the remote support server according to the first aspect of the invention, the user terminal transmits to the remote terminal, and the received remote terminal transmits the telephone number data of the user terminal to the remote terminal. By transmitting to the corresponding server, the remote corresponding server receives the telephone number data of the user terminal.

  The invention according to a third feature is the invention according to the first or second feature, wherein the execution data extracted by the execution data extraction means is output to the user terminal and input from the user The execution data transmitting means provides a remote-compatible server that transmits the interface data to the remote terminal.

  According to the third aspect of the invention, the remote corresponding server according to the first or second aspect of the invention further outputs the execution data extracted by the execution data extraction means to the user terminal, from the user. The execution data transmitting means transmits interface data to the remote terminal.

In the invention according to the fourth feature, in response to the execution data sending means of the remote-compatible server according to the third feature sending the interface data to the remote terminal,
A remote compatible system is provided in which the remote terminal receives the interface data and reproduces the same application processing as the user terminal.

  According to the fourth aspect of the invention, the remote terminal receives the interface data in response to the execution data transmitting means of the remote-compatible server according to the third aspect transmitting the interface data to the remote terminal. The same application process as that of the user terminal is reproduced.

  According to the present invention, it is possible to provide a remote compatible server, a remote compatible system, and a remote compatible method capable of operating a user terminal remotely and transmitting a message without directly accessing and supporting the user terminal. it can.

FIG. 1 is an overall configuration diagram of a support-compatible system 1. FIG. 2 is a functional block diagram of the user terminal 10, the remote-compatible server 200, and the remote terminal 20. FIG. 3 is a flowchart of remote handling processing executed by the user terminal 10, the remote handling server 200, and the remote terminal 20. FIG. 4 is a table showing an example of the telephone number / application ID correspondence table. FIG. 5 is a table showing an example of the application ID / execution data correspondence table. FIG. 6 is a screen image diagram of an application executed on the user terminal 10. FIG. 7 is a diagram showing a screen image of the user terminal 10 displayed on the remote terminal 20.

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

[System configuration of remote compatible system 1]
FIG. 1 is a system configuration diagram of a remote compatible system 1 which is a preferred embodiment of the present invention. The remote compatible system 1 includes a user terminal 10, a remote compatible server 200, a remote terminal 20, and a public line network 3 (Internet network, third generation, fourth generation communication network, etc.) connecting these devices. .

  The user terminal 10 has an after-mentioned function, can perform data communication, and is an electrical appliance equipped with a home or business communication function that is used while being carried. The user terminal 10 may be, for example, an information home appliance such as a smartphone, a tablet terminal, a wearable terminal, a netbook terminal, a slate terminal, an electronic book terminal, and a portable music player, in addition to a mobile phone and a portable information terminal.

  The remote correspondence server 200 is a server having functions to be described later, and controls applications executed on the user terminal 10. That is, in response to access from the user terminal 200, the remote server 200 transmits and receives application input / output data to be executed by the user terminal 10, controls the data input from the user terminal 10, and performs predetermined processing. The function of outputting the result of

  In addition, when the application of the user terminal 10 is an application having an Internet browser function, the remote corresponding server 200 has a Web server function.

  The remote terminal 20 is a terminal for an operator to instruct operation of the user terminal 10 or the like from a remote location or to provide support by telephone, and is a computer for instructing by telephone or message transmission. Generally, it is a computer used by an operator who has knowledge about the application to receive support.

[Description of each function]
The configuration of each device will be described with reference to FIG.

  The user terminal 10 includes a CPU (Central Processing Unit), a RAM (Random Access Memory), a ROM (Read Only Memory), and the like as the control unit 11, and a device for enabling communication with other devices as the communication unit 12. For example, a third- and fourth-generation mobile phone, a communication interface for realizing LTE (Long Term Evolution), and the like, and a WiFi (Wireless Fidelity) compatible device compliant with IEEE 802.11 are provided.

  In addition, the user terminal 10 includes a display unit that outputs and displays data and images controlled by the control unit as the input / output unit 14, and the input / output unit 14 displays predetermined images and characters and gives a response to the display to the user. As input.

  In the user terminal 10, the control unit 11 reads the predetermined program, thereby realizing the telephone call module 15 in cooperation with the communication unit 12. In the user terminal 10, the control unit 11 reads a predetermined program, thereby realizing the application execution module 16 in cooperation with the communication unit 12 and the input / output unit 14.

  An application program is installed and executed on the user terminal 10. The application program is executed in cooperation with the user terminal 10 and the remote corresponding server 200. Furthermore, the application program may have a function of registering user information of a user who operates the user terminal 10 at the time of installation. That is, the user terminal 10 appropriately inputs a mail address, a short message address, a telephone number, a terminal ID, an ID associated with an application, and the like for receiving a message transmitted from the remote-compatible server 200 from the user. Is transmitted to the remote compatible server 200 and registered.

  As with the user terminal 10, the remote-compatible server 200 includes a CPU, RAM, ROM, and the like as the control unit 201, and can be connected as a communication unit 202 using, for example, a WiFi-compatible device compliant with IEEE 802.11 or a wired cable A device that realizes data communication with another computer, such as The remote-compatible server 200 includes a data storage unit such as a hard disk, a semiconductor memory, a recording medium, or a memory card as the storage unit 203 that stores data, files, and database tables.

  In the remote server 200, the control unit 201 reads a predetermined program, thereby realizing an application execution module 204, an application ID extraction module 205, and an execution data extraction module 206 in cooperation with the storage unit 203. In the remote server 200, the control unit 201 reads a predetermined program, thereby realizing a telephone number data reception module 207 and an execution data transmission module 208 in cooperation with the communication unit 202.

  Similarly, the remote terminal 20 includes a control unit 21, a communication unit 22, and an input / output unit 23 that receives input from an administrator who operates the remote terminal 20 and displays images and data. The control unit 21 of the remote terminal 20 implements an incoming call module 24, a telephone number data transmission module 25, and an application reproduction module 26 in cooperation with the communication unit 22.

[Remote processing]
FIG. 3 is a flowchart of remote handling processing executed by the user terminal 10, the remote handling server 200, and the remote terminal 20. Processing performed by the modules of each computer described above will be described together with this processing.

  First, the application execution module 16 of the user terminal 10 starts executing an application (step S01). In response to this, the application execution module (server side) 204 of the remote-compatible server 200 transmits execution data necessary for executing the application on the user terminal 10 to the user terminal 10 (step S02).

  Here, the execution data may be data related to HTML (Hyper Text Markup Language) or may be an execution file necessary for an application program. Further, the execution data is not executable data, but is interface data, that is, data only for a result executed by the remote-compatible server 200, and data for outputting the result at the user terminal 20. Good.

  Next, the application execution module 16 of the user terminal 10 receives the execution data, outputs it, and accepts input from the user (step S03). For example, in the example illustrated in FIG. 6, an application of a securities company that performs stock trading and is executed on the user terminal 10 is illustrated. In this example, the execution data is the stock price data of “XX trading company” extracted by the remote compatible server 200, and this data is output to the user terminal 10 to accept input of the market / order / assets 41 from the user. .

  Here, there are cases where the user does not know the operation of the application program or wants to make an inquiry about information. For example, in the previous stock example, there is an operation method for buying and selling stocks, or a case where an operator wants to inquire about stock values. At this time, the user makes a telephone call using the user terminal 10. That is, in response to a call instruction from the user, the telephone call module 15 of the user terminal 10 makes a call to a predetermined call center (step S04).

  The call transmission may be a call using a normal telephone line network or an IP phone call. Further, it may be a call using only the Internet network.

  In response to this call, the incoming module 24 of the remote terminal 20 receives an incoming call from the user terminal 10 (step S05), and acquires information (phone number data) relating to the telephone number of the user terminal 10. The telephone number data transmission module 25 transmits the acquired telephone number data to the remote correspondence server 200 (step S06), and the telephone number data reception module 207 of the remote correspondence server 200 receives the telephone number data (step S07).

  The incoming call from the user terminal 10 may be another telephone device that can be operated by the operator, instead of the remote terminal 20 itself. In this case, the other telephone device transmits the telephone number data to the remote correspondence server 200, and the remote correspondence server 200 receives the telephone number data.

  Next, the application ID extraction module 205 of the remote server 200 extracts an application ID associated with the application used in the user terminal 10 based on the received telephone number data (step S08). For example, the telephone number / application ID correspondence table shown in FIG. 4 is stored in the remote correspondence server 200, and the extraction processing may be performed by referring to this table. The application ID is an ID assigned to each application program distributed to the user terminal 10, and is different for different user terminals 10.

  Based on this application ID, the execution data extraction module 208 of the remote corresponding server 200 extracts execution data related to the application being executed on the user terminal 10 (step S09). The execution data may be data transmitted to the user terminal 10 by the application execution module (server side) 207, or data for executing an application in cooperation with the user terminal 10 and the remote corresponding server 200, or This is output data (interface data) as a result of executing the application. Here, the interface data is data to be output to the user terminal 10 as a result of the cooperation between the remote server 200 and the user terminal 10 executing the application program.

  Then, the execution data transmission module 208 of the remote-compatible server 200 transmits the extracted execution data to the remote terminal 20 (step S10), and the application reproduction module 26 receives this, and the application being executed on the user terminal 10 Is reproduced at the remote terminal 20 (step S11). Here, an application equivalent to an application operating on the user terminal 10 is installed in the remote terminal 20, and the application may be reproduced. The remote terminal 20 is not installed with an application, but is installed with software that reproduces only the screen output, such as emulation software, and receives execution data (interface data) that is the execution result of the application program. Only the output may be reproduced.

  As shown in FIG. 7, the screen 60 of the remote terminal 20 displays a screen of an application program for confirming the stock price of the securities company currently being executed on the user terminal 10. When the application ID of the user terminal 10 is “555-FFF02”, execution data corresponding to the application ID is output to the remote terminal 20.

  When an operator who operates the remote terminal 20 gives an instruction to the user who operates the user terminal 10 and performs an input operation on the screen 60, the input operation may be reflected in the application of the user terminal 10. . That is, the operator's input is accepted for the icon 46 of the remote terminal 20, and this input data is transmitted to the remote server 200, used as input data for executing the application program. The screen is displayed on the terminal 10.

  As other embodiments, a function for transmitting a command for an application program from the remote terminal 20, transmitting a message (including notification of a batch of icons, etc.) to the user, or starting another application (such as a browser) You may have.

  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, 10 user terminal, 200 remote support server, 20 remote terminal

Claims (5)

A remote-compatible server that is communicably connected to a user terminal on which an application is executed and a remote terminal that performs operations related to the application being executed on the user terminal;
Telephone number data receiving means for receiving telephone number data of the user terminal;
Application ID extraction means for extracting an application ID associated with an application used in the user terminal based on the received telephone number data;
Execution data extraction means for extracting execution data related to the application being executed on the user terminal based on the application ID;
Execution data transmitting means for transmitting a part or all of the extracted execution data to the remote terminal;
A remote capable server with   The user terminal makes a call to the remote terminal, and the incoming remote terminal transmits the telephone number data of the user terminal to the remote compatible server, so that the telephone number data receiving means can receive the telephone number data of the user terminal. The remote corresponding server according to claim 1, wherein   The execution data extracted by the execution data extraction means is interface data that is output to the user terminal and accepts input from the user, and the execution data transmission means transmits the interface data to the remote terminal. The remote-compatible server according to claim 1 or 2. In response to the execution data transmitting means of the remote-compatible server according to claim 3 transmitting the interface data to the remote terminal,
A remote-compatible system in which the remote terminal receives the interface data and reproduces the same application processing as the user terminal. A remote support method executed by a remote support server communicably connected to a user terminal in which an application is executed and a remote terminal that performs an operation related to the application executed in the user terminal,
Receiving telephone number data of the user terminal;
Extracting an application ID associated with an application used in the user terminal based on the received telephone number data;
Extracting execution data relating to an application being executed on the user terminal based on the application ID;
Transmitting a part or all of the extracted execution data to the remote terminal;
A remote response method comprising: