Summary of the invention
Problem and shortage at the prior art existence, the object of the present invention is to provide a kind of network assistance system and its implementation that square tube is crossed the network remote operation side of requiring assistance computer of supporting, wherein, the side of requiring assistance is to use the computer user of system, and support side is the attendant for user's service.Multidigit support side is simultaneously online, with one-to-many, or the form of multi-to-multi is numerous sides of requiring assistance---long-range common computer user provides service, support square tube checking the side's of requiring assistance computer screen excessively, be aided with the networking telephone simultaneously, phone, or multiple exchange way such as word message, under the situation of the side's of requiring assistance approval, the computer of the remote operation side of requiring assistance, or instruct the side of requiring assistance to operate, and the software that will the side of requiring assistance needs, file, or picture resource is transported on the computer of the side of requiring assistance, and provides network assistance to the unidirectional support in the side of requiring assistance for the side of requiring assistance with the side of support.
In order to realize the foregoing invention purpose, technical scheme of the present invention realizes as follows:
A kind of square tube of supporting is crossed the network assistance system implementation method that network remote is operated the computer of the side of requiring assistance, comprise many side's of requiring assistance computers that the program of requiring assistance is installed, at least one the server that network assistance server program is installed, with many support side's computers that support program is installed, the side of requiring assistance is to use the user of the side's of requiring assistance computer, support side is to use support side's computer that the attendant of service is provided for the side of requiring assistance, described support can is characterized in that may further comprise the steps to provide remote service to one or more described sides of requiring assistance:
Step a: described server receives the request of requiring assistance that the described side of requiring assistance sends;
Step b: described server is inquired about support side's operating state successively, selects suitable support side's computer to transmit the described request of requiring assistance;
Step c: support the direction side of requiring assistance and send the affirmation message of asking to requiring assistance;
Steps d: the direction of requiring assistance support side returns the message of approval;
Step e: the side of requiring assistance hides the information that need are maintained secrecy, and the described side of requiring assistance computer will not comprise that the described side's of the requiring assistance computer screen realtime graphic information that is hidden information sends to support side's computer of confirming the request of requiring assistance;
Step f: described support side computer shows the screen picture that the described side of requiring assistance computer sends, the remote operation side of requiring assistance computer, and the described side of requiring assistance computer and support side's computer carry out record to described screen picture and operation information.
A kind of square tube of supporting is crossed the network assistance system implementation method that network remote is operated the computer of the side of requiring assistance, comprise many side's of requiring assistance computers that the program of requiring assistance is installed, at least one the server that network assistance server program is installed, with many support side's computers that support program is installed, the side of requiring assistance is to use the user of the side's of requiring assistance computer, support side is to use support side's computer that the attendant of service is provided for the side of requiring assistance, described support can is characterized in that may further comprise the steps to provide remote service to one or more described sides of requiring assistance:
Step a: described server receives the support request that described support side sends, and transmits this request to the side of requiring assistance of appointment;
Step b: the direction of requiring assistance is sent and is supported the message that the support side that asks returns approval;
Step c: the side of requiring assistance hides the information that need are maintained secrecy, and the described side of requiring assistance computer will not comprise that the described side's of the requiring assistance computer screen realtime graphic information that is hidden information sends to the support side's computer that sends the request of support;
Steps d: described support side computer shows the screen picture that the described side of requiring assistance computer sends, the remote operation side of requiring assistance computer, and the described side of requiring assistance computer and support side's computer carry out record to described screen picture and operation information.
A kind of square tube of supporting is crossed the network assistance system that network remote is operated the computer of the side of requiring assistance, comprise many side's of requiring assistance computers that the program of requiring assistance is installed, at least one the server that network assistance server program is installed, with many support side's computers that support program is installed, the side of requiring assistance is to use the user of the side's of requiring assistance computer, support side is to use support side's computer that the attendant of service is provided for the side of requiring assistance, described support can be to provide remote service to one or more described sides of requiring assistance, it is characterized in that described system comprises at least:
Described server be used to receive the request of requiring assistance of sending the described side of requiring assistance, successively the inquiry side of supporting operating state, and will describedly require assistance and ask to be forwarded to suitable support side, and receive the support request of sending described support side and to the described support request of the side of requiring assistance of described support request appointment forwarding;
The described side of requiring assistance computer is used for sending to described support side computer, and support side in the assistance service being carried out record to the operation of the side's of requiring assistance computer not comprising the side's of requiring assistance computer screen realtime graphic information of the information of being hidden by the described side of requiring assistance;
Described support side computer is used for assistance service support side is carried out record to the operation of the side's of requiring assistance computer;
Described server becomes the network assistance center of distributed frame with support side's calculation mechanism.
Blank field at present domestic IT service, the present invention is numerous common computer user's services, support can think that the side of requiring assistance solves the practical operation problem of computer, teach the use knowledge of computer, and the teaching of carrying out core curriculum (as physics, mathematics etc.), perhaps participate in recreation, thereby for the side of requiring assistance---numerous computer users provides the remote assistance service.
The present invention has overcome the inconvenience that the single speech exchange pattern in call center is brought, support side is checked the side's of requiring assistance computer screen, and the side's of requiring assistance computer is operated by mouse, keyboard or touch-screen, simultaneously also can instruct the side of requiring assistance to operate in the mode of two mouses, can also transmit software, file or picture to the computer of the side of requiring assistance, and the mode that is aided with the networking telephone, phone or word message exchanges, can improve the side's of requiring assistance computing power greatly very easily for the side's of requiring assistance service of providing assistance.
Compare with remote control software, the present invention can adopt many information desks, multidigit support side online form of while to provide service to the side of requiring assistance, and support can be that the multidigit side of requiring assistance provides the real-time assistance service in the side's of requiring assistance allowed band in the mode of one-to-many or multi-to-multi.
Different with the institute of the mutual support between the user in the synergetic office work software, the present invention is the center with the side of requiring assistance, and has realized that support side is to the unidirectional support in the side of requiring assistance.
Embodiment
Below embodiments of the invention are made an explanation.
At first with reference to Fig. 1, it shows the embodiment that network of the present invention is helped system.
As shown in Figure 1, following formation present embodiment: many side's of requiring assistance computers that the program of requiring assistance is installed, for example the side's of requiring assistance computer 1, the side of requiring assistance computer m (m is the side's of requiring assistance computer platform number of present embodiment), at least one the server that network assistance server program is installed, with many support side's computers that support program is installed, for example the side's of support computer 1, the side of support computer n (n is support side's platform number of present embodiment), wherein, the program of requiring assistance, network assistance server program and support program adopt the java language compilation, and all side's of the support computers among server and the figure are formed network assistance center local area network (LAN) (hereinafter to be referred as network assistance center), and network assistance center can link to each other with the internet by router.The computer of the side of requiring assistance can be windows, unix or linux operating system, links to each other with the internet by special line or the mode that dials up on the telephone, can, across a network communication cross-platform with support side's computer.The server square tube of will requiring assistance is crossed the support side that the request of requiring assistance that the internet transmits is fit in the heart and is transmitted in network assistance, simultaneously also can be with the side's of requiring assistance forwarding of support side's support request appointment in the internet of sending in the heart in the network assistance.Support can think that the side of requiring assistance provides the assistance service of following content: the remote operation side of requiring assistance computer solves the computer operation problem that is run into for the side of requiring assistance; With teaching pattern, the multiple mode by two mouses, the networking telephone, phone or word message instructs the side of requiring assistance to operate, or teaches use knowledge, some core curriculum knowledge (as physics, mathematics) of computer and participate in recreation to the side of requiring assistance; On the computer of the side of requiring assistance, transmit related software, file or picture resource.For example when the side of requiring assistance is roamed on the net, support can think that the side of requiring assistance is the information guide, thereby can help the side's of requiring assistance information on the internet obtained easily and fast.
Include server database and charge unit in the server.Wherein, server database includes:
1. information word bank in the side's of requiring assistance is used to preserve the personal information and the pay imformation of the side of requiring assistance, as the side's of requiring assistance name, login password, telephone number, E-mail address, way of paying, toll amount etc.;
2. the side's of support information word bank is used to preserve the personal information of support side, as telephone number, E-mail address, professional ability, work post, can also comprise the photo of support side.Require assistance and to check with relevant information the side of support, and the desired support side of selecting to control oneself, server can at first be inquired about the operating state of desired support side, the side of requiring assistance when looking for suitable support side for the fathom of requiring assistance, to satisfy the requirement of the side of requiring assistance as far as possible;
3. assistance operational history word bank is used to write down support side to historical operation information that the side of requiring assistance carried out;
4. assistance problem knowledge word bank is used for providing operation or the knowledge that solves the relevant problem of requiring assistance to the side of requiring assistance, support side.The solution information of relevant issues can be searched by the inquiry to assistance problem knowledge word bank by the side of requiring assistance and support side.This library information can be responsible for renewal or perfect by support side, classifies to the problem that is solved after assistance finishes in support side, and corresponding information is write in the assistance problem knowledge word bank.
The charge unit, when the present invention was applied to large-scale public service, for example, by the internet service to the public, server can use the charge unit that the side of requiring assistance is charged in the present embodiment.Server is according to the content in the side's of requiring assistance information word bank, and the use contract is to the side's of requiring assistance service of providing assistance.The charge unit is according to corresponding charging regulation, as can be with member system or charge in due order or by the mode of time, count the charge for assistance of the side of requiring assistance, and pay imformation is write in the side's of requiring assistance information word bank, and leave the bill that is used for payment network assistance service expense to the side of requiring assistance.Require assistance and with mobile phone, credit card or to buy network and to help the multiple mode of personality card to pay.If when the present invention was applied among a small circle the local area network (LAN), for example the internal office work local area network (LAN) of certain unit can not charged yet.
Fig. 2-1, Fig. 2 the-the 2nd, is used for explaining in the embodiment shown in fig. 1, and when the present invention was applied to the public service of internet, system sent the flow chart of the side's of requiring assistance service of providing assistance of the request of requiring assistance.
(1) side of requiring assistance logins with the side's of requiring assistance name and password.
The program of requiring assistance on the side's of requiring assistance computer sends the side's of requiring assistance name and password to server, and request server is verified the identity of the side of requiring assistance.
When the side of requiring assistance uses native system first, can import basic personal information and register, and select way of paying, based on contract propose to require assistance application to system.
(2) server is verified the identity of the side of requiring assistance.
For the already present side of requiring assistance, server can be inquired about the information word bank of the side of requiring assistance in the server database, if the side's of the requiring assistance name or the password bad of the side's of requiring assistance input turn to step (3); If the side's of the requiring assistance name and the password of the side's of requiring assistance input are correct, turn to step (4).
The side of requiring assistance for firm registration, the personal information that server can provide according to the side of requiring assistance, identity to the side of requiring assistance is verified, for example, when the side of requiring assistance selects with mobile phone payment, server can send log-in password to the mobile phone of the side of requiring assistance, and by verification to the log-in password that the side of requiring assistance imported, judge whether the personal information of the side of requiring assistance is true, if the side's of requiring assistance input information is true, server is by checking, and personal information that will the side of requiring assistance imported writes in the side's of requiring assistance information word bank of server database, turns to step (4); If the side's of requiring assistance input information is not true, turn to step (3).
(3) server returns the message of login failure to the side of requiring assistance, and the side of requiring assistance is rejected service.
(4) server returns the successful message of login to the side of requiring assistance, and requiring assistance can be to enter the state of requiring assistance.Simultaneously, the side of requiring assistance also can check at any time or upgrades the personal information that the side's of requiring assistance information word bank in the server database is preserved, the side of requiring assistance can also check the relevant information in support side's information word bank simultaneously, for example, the telephone number of support side exchanges conveniently to cross phone with the support square tube.
(5) require assistance root according to needs, send the request of requiring assistance to system.
(6) server receives the request of requiring assistance, and inquires about support side's operating state successively, and this request of requiring assistance is forwarded in the waiting list of requiring assistance of suitable support side.
In this step, the operating state that server can be inquired about support side successively with the desired self-defining search order of support side's priority or system in the side of requiring assistance, and the support side of selecting to be fit to for the side of requiring assistance provides service.Because supporting can be with to the providing assistance service of one or more sides of requiring assistance, when server when requiring assistance of support side's forwarding side of requiring assistance asked, this request will be sent in the waiting list of requiring assistance of support side.Support program can be monitored in real time to the waiting list of requiring assistance, in case the new request comes of requiring assistance is arranged, remind support side's (all informations in the present embodiment all can adopt sound or illustrated multimedia mode) with sound or illustrated mode, and a plurality of requests of requiring assistance in the waiting list of requiring assistance are sorted automatically according to the time that request arrives.Fig. 3 has done further decomposition to this step (6), comprising having
1. the operating state of first support side of server lookup;
2. whether can provide service before judging this support square mesh for the side of requiring assistance, if support side is in online and idle condition, then explanation can be served before supporting square mesh immediately, turn to step 3., if support side is in not online or busy condition, then explanation can not be the side's of requiring assistance service to turn to step 4. before supporting square mesh immediately;
3. server is forwarded to this request of requiring assistance in the waiting list of requiring assistance of this support side, turns to step 7.;
4. judge whether server has inquired about all support sides, if server has not been inquired about all support sides, turn to step 5., if server has been inquired about all support sides, illustrate that then present network assistance center is in the peak period of service, all online support sides all be in busy in, the side of requiring assistance need enter in the waiting list of requiring assistance of certain support side and wait for, turns to step 6.;
5. server continues the operating state of inquiry next bit support side, turns to step 2.;
6. server can follow the side of the requiring assistance principle of the shortest stand-by period, the waiting list team leader that requires assistance of all support sides relatively, and this request is forwarded in the waiting list of requiring assistance of the shortest support side, equally, server also can be followed other principle, for example this request is forwarded in the waiting list of requiring assistance of the support side of expecting most the side of requiring assistance;
7. the side of requiring assistance waits for the affirmation message of support side to its request.
(7) according to the service needed of support side, support side also can make manual adjustment to the queuing order of the request of requiring assistance in the waiting list of requiring assistance, be preferably the wherein side's of requiring assistance service individually, support can be adjusted to the first in the waiting list of requiring assistance with the request of requiring assistance with this side of requiring assistance or than anteposition, and successively in the waiting list of requiring assistance the corresponding side of requiring assistance send acknowledge message, carry out the preparation that begins to serve.
(8) side of requiring assistance receives the affirmation message of support side, illustrates that support side has carried out the preparation to the side's of requiring assistance service of providing assistance.
(9) service of this support side is selected whether to accept by the side of requiring assistance.Under the approval of the side of requiring assistance, support can begin to provide service just now.If this service is reluctant to accept by the side of requiring assistance, turn to step (10); If the side of requiring assistance is ready to accept this service, turn to step (11).
(10) require assistance and to finish service this time to return the message of not approving to support side.
(11) requiring assistance can be to return the message of approval to support side, and after the approval of the side of requiring assistance, support can be to begin to provide service.
(12) side of requiring assistance hides the secret information of need.System can adopt flow chart as shown in Figure 4 to realize this step, comprising having
1. occur left and right two subwindows as shown in Figure 5 in the program display window of requiring assistance, wherein left window is used for showing the side of requiring assistance this machine screen message, and right window is used to show that the side of requiring assistance is after Information hiding, to this machine screen message of support side's transmission.At this moment, right window can not have displaying contents.
2. select in left window and need hide Info the side of requiring assistance, and for example, requiring assistance can be to use square frame, and the packets of information that need are hidden is trapped among in the square frame.
3. the side of requiring assistance is selected hide Info after, the character information that the program of requiring assistance will be selected to hide by the side of requiring assistance in the left window extract in the character repertoire, for example, the character information of the side of requiring assistance use square frame encirclement can be extracted in the character repertoire.
4. with the character information in the symbolic substitution character repertoire of the side's of requiring assistance appointment.
5. the program of requiring assistance reads the display message of left window, will be used the character repertoire character replacement by hiding character of choosing of the side of requiring assistance in this information, and is shown in right window.At this moment, the display message of right window be the side of requiring assistance prepare to the side's of supporting transmission, do not comprise the described side's of the requiring assistance computer screen realtime graphic information that is hidden information.
6. after the display message in the right window and the side's of requiring assistance mouse pointer information being compressed, send to support side.
7. support side receives packet, after the decompression, shows on this diji.
At this moment, support side just can view the computer screen realtime graphic information of the side of requiring assistance after Information hiding.
When the side's of requiring assistance computer screen realtime graphic information is checked by support side, the side of requiring assistance also can be at any time in the mode of Fig. 5, in this machine, check to this machine screen realtime graphic information of support side's computer transmission being about to, in the left window of the program display window of requiring assistance shown in Figure 5, check real this machine screen realtime graphic information, check in the right window soon to support side's this machine screen realtime graphic information that send, that do not include the information of being hidden, contrast by two windows shows, requires assistance and can be hidden to determine the security information in this machine.
(13) support program begin to the service timing, server can according to this time to adding up the service time of the side of support.
(14) keyboard, mouse are selected whether to lock by the side of requiring assistance.If locking mouse, keyboard are selected by the side of requiring assistance, then explanation support side can only view the computer screen realtime graphic information of the side of requiring assistance, and can not operate the computer of the side of requiring assistance, and turns to step (15); If mouse, keyboard are selected not lock by the side of requiring assistance, then explanation is supported and can be used mouse, keyboard or touch-screen that the computer of the side of requiring assistance is operated simultaneously to view the computer screen realtime graphic information of the side of requiring assistance, and turns to step (16).Simultaneously, no matter whether the side of requiring assistance selects to lock mouse, keyboard, support side, the side of requiring assistance can also transmit the software on this machine, file or picture on the other side's computer, for example supporting can be to send the up-to-date malicious software of looking into to the side of requiring assistance, and for example requiring assistance can be to finish certain task by sending relevant original material to support side to require the side of support, support can send to the job file of finishing on the computer of the side of requiring assistance with after finishing in task again.Support can be checking software, file or the picture on the side's of requiring assistance computer, but the modification that can not be correlated with, promptly support side can have read-only authority for the information resources on the side's of requiring assistance computer.
(15) under the permission of the side of requiring assistance, support can instruct the side of requiring assistance to operate in the mode mobile and sign, the networking telephone, phone or word message by square mouse pointer in two mouses, instruct mode to adopt wherein one or more to carry out simultaneously, turn to step (17) according to the needs of the side of requiring assistance.
(16) support and to carry out remote operation to use mouse, keyboard or touch-screen to the computer of the side of requiring assistance, simultaneously under the permission of the side of requiring assistance, the mode that can also be aided with the networking telephone, phone or word message exchanges with the side of requiring assistance, exchange way also can adopt wherein one or more to carry out simultaneously according to the needs of the side of requiring assistance, and turns to step (17).
(17) judge assistance service whether are interrupted in the side of requiring assistance or support side.Assistance service can be interrupted at any time in the side of requiring assistance in service process.If assistance service is interrupted by the side of requiring assistance or support side, turn to step (18); If assistance service is not interrupted by the side of requiring assistance or support side, require assistance and can revise the lock-out state of mouse, keyboard with according to self needs, turn to step (14).In order to improve the sense of security of the side of requiring assistance, system can also increase a miscellaneous function, require assistance and can check mouse, the keyboard utilization rate of square computer at any time, the program of requiring assistance can adopt the method for lowest priority+fix kind timing scan selective examination in 5 seconds to test this value.
(18) in the assistance operational history word bank that the assistance content that will the side of support provides of support program and assistance time are sent to server database.Server can to adding up the service time of all support sides, for example, can be assessed the daily work load of the side of support according to the assistance time, and formed report output, so that the work of the side of support is managed.
(19) charge for assistance is added up in server charge unit, and leaves the bill that is used for payment network assistance service expense to the side of requiring assistance.Simultaneously, server charge unit further writes this pay imformation in the side's of requiring assistance information word bank of server database.
Support side also can be according to service needed, initiatively send the request of support to the side of requiring assistance, request is its service of providing assistance, and Fig. 6-1, Fig. 6 the-the 2nd, is used for explaining in the embodiment shown in fig. 1, and support side sends the request of support, system provides the initiatively flow chart of assistance service for the side of requiring assistance.
(1) support side logins with the side's of support name and password.
(2) server is verified the side's of support identity.
Can adopt digital certificate that the side's of support identity is carried out digital verification, provide digital certificate to support side, when support side logins, server carries out authentication to it, guaranteeing the legal identity of the side of support, and uses digital certificate that Network Transmission information is encrypted simultaneously, transmit leg can be encrypted file with recipient's PKI, the recipient obtains plaintext document with having only the own private key that just has that encrypt file is decrypted again, has improved the fail safe and the reliability of Network Transmission.If the side's of support identity turns to step (4) by checking; If the side's of support identity by checking, does not turn to step (3).
(3) server returns the message of login failure to support side, and support side cannot login system, provide service for the side of requiring assistance.
(4) server returns the successful message of login to support side, and support can be to enter the support state.
After support side logins successfully, can check or upgrade the relevant personal information in information word bank in support side's in the server database, the relevant information that also can check the side of requiring assistance in the side's of requiring assistance information word bank simultaneously.
(5) supporting direction specifies the side of requiring assistance to send the request of support.
Under the situation about allowing in the side of requiring assistance, can sound or the information of diagramatic way to the side of supporting when start shooting in the side of requiring assistance, support can be sent support to the side of requiring assistance that is correlated with and ask with according to this information.
(6) server receives the support request that support side sends, and transmits this request to the side of requiring assistance of appointment.
(7) service of this support side is selected whether to accept by the side of requiring assistance.
Because among following steps and Fig. 2-1, Fig. 2-2, system is that the side of requiring assistance that sends the request of the requiring assistance step of providing assistance among the service procedure figure is identical, does not just repeat at this, please refer to step (9) and later correlation step explanation among Fig. 2-1, Fig. 2-2.
For the ease of the side of requiring assistance and the side of supporting after the assistance service end, can recall the operating process in the assistance service again, can carry out record to the operation of the side's of requiring assistance computer to support side in the assistance service, at a certain time interval really the received side's of the requiring assistance computer screen realtime graphic information in this machine of the side of requiring assistance screen realtime graphic information and the side of supporting, be kept at respectively on this diji of the side of requiring assistance and support side with certain picture format (as the JPG-JPEG form).The side of requiring assistance and support side are after assistance service is interrupted, can inquire about this record, and play in the mode of multiple image, like this by to a previous operation or a back operation repeat check, requiring assistance can be with the intensified learning effect, support side also can carry out taxonomic revision to the problem of requiring assistance of the side of requiring assistance, and the assistance problem knowledge word bank of server database is upgraded and perfect.
System can take centralized or hierarchical structure.The embodiment of centralized configuration as shown in Figure 1, server and all sides of support computers are formed networks assistance center, are responsible for the service of providing assistance of all sides of requiring assistance.The embodiment of hierarchical structure as shown in Figure 7, when the distributed areas of the side of requiring assistance are wide, can be divided into a plurality of subregions according to the distribution situation of the side of requiring assistance, at each subregion a corresponding network assistance center is set, in the heart support side is responsible for the side of requiring assistance that belongs to this subregion service of providing assistance in this network assistance.The server at all-network assistance center can transmit related data to director server by the server of upper level or a plurality of upper levels; Director server also can be by the server of next stage or a plurality of next stage simultaneously, server to different network assistance centers transmits the control corresponding instruction, to realize that the data at a plurality of network assistance center in the hierarchical structure are carried out unified management and grading control.For example shown in Figure 7, director server is to the total charging standard of all next stage servers (server-1) issue, the corresponding Freight Basis that divides of the next stage server that server-1 is responsible for to it again (server-2) issue, and the like, be in a plurality of network assistance center with one-level, for example network is helped center-k1, network assistance center-kr, (charge of server-k) unit can be according to the upper level server (Freight Basis of server-k-1) sent for its server, the side of requiring assistance to be responsible for service charges, and pay imformation is write in the server database at this network assistance center, simultaneously can also be with this information through server-k-1, server-1 uploads in the director server database, thereby realized the data sharing at the network assistance center of different subregions, k among the figure, the value of r can be decided with practical situations, support side's computer platform at heterogeneous networks assistance center count n and the side's of requiring assistance computer platform of being served count m can be different.Centralized configuration is simple, is easy to safeguard, implements in the network that is suitable for concentrating relatively in distributed areas, the side of requiring assistance.Distributed frame can be realized the flexible topology of network, is suitable for using in the wider network of distributed areas, the side of requiring assistance scope, by the grading control between the multistage server, thereby has realized a plurality of networks are helped the unified management and the data sharing at center.
Although the preferred embodiments of the present invention of having utilized specific term description, such description only is used for exemplary purpose, and is understandable that, under the prerequisite of the spirit or scope that do not depart from claims, can change and change.