CN104394199A - A mobile terminal remote after-sale supporting method and device - Google Patents
A mobile terminal remote after-sale supporting method and device Download PDFInfo
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- CN104394199A CN104394199A CN201410633206.8A CN201410633206A CN104394199A CN 104394199 A CN104394199 A CN 104394199A CN 201410633206 A CN201410633206 A CN 201410633206A CN 104394199 A CN104394199 A CN 104394199A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/01—Protocols
- H04L67/02—Protocols based on web technology, e.g. hypertext transfer protocol [HTTP]
- H04L67/025—Protocols based on web technology, e.g. hypertext transfer protocol [HTTP] for remote control or remote monitoring of applications
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Abstract
Embodiments of the invention disclose a mobile terminal remote after-sale supporting method and device, the method comprising: connecting to a server for a remote after-sale support; intercepting periodically a current user interface and uploading the current user interface to the server in real time; receiving in real time an operation instruction for solving a current technical problem returned from the server and performing in real time the operation instruction such that a technician solves a technical problem proposed by a user and performs a remote technical process anytime anywhere. The method and the device optimize the remote after-sale support service of a mobile terminal, reduce after-sale service cost and improve after-sale service efficiency.
Description
Technical field
The present invention relates to technical field of mobile terminals, be specifically related to a kind of mobile terminal remote post-sale support method and device.
Background technology
In Vehicles Collected from Market, end product throughout world various places, as the mobile phone, panel computer etc. of Android, IOS, Windows Phone operating system.But, inevitably there is functional defect in software systems, if at this moment, there is technical problem after sale, the attendant of the post-sale support of professional technique background knowledge is not had to be difficult to solve in time, and Similar Problems traditional processing mode cycle is of a specified duration, user can be made to produce very large discontented, be unfavorable for brand image.
Existing software company is generally by setting up an after-sale technical support team, customer service hotline is provided by this team, there is provided telephone consultation service for the user for buying software, or the technical support personnel sending specialty to some other department goes to client location in person process and instruct.
For telephone counseling, because language guiding is often directly perceived not, linking up efficiency can have a greatly reduced quality, and the use complexity of partial software is more and more higher, and after software is sold, some technical problem cannot be solved by simple telephonic communication.
And for sending professional technique support staff to some other department, then can produce high traveling expense, and problem is difficult to be resolved immediately, inefficiency, in addition, the own price of software being applied to mobile terminal is lower, and the expense of likely sending to some other department exceedes the price of software itself, and software company is lost more than gain.
Summary of the invention
In view of this, the embodiment of the present invention provides a kind of mobile terminal remote post-sale support method and device, to realize the long-range post-sale support service optimizing mobile terminal product, solves high, the inefficient problem of after service cost.
The embodiment of the present invention is by the following technical solutions:
First aspect, embodiments provides a kind of mobile terminal remote post-sale support method, comprising:
Connect the server being used for long-range post-sale support;
Periodically intercept current user interface and be uploaded to described server in real time;
The operational order for solving prior art problems that server described in real-time reception returns, and perform described operational order in real time.
Second aspect, the embodiment of the present invention additionally provides a kind of mobile terminal remote post-sale support method, comprising:
The user interface current from the server real-time reception mobile terminal for long-range post-sale support also shows in real time;
The resolution of described mobile terminal is obtained according to described user interface;
The problem that the attendant receiving post-sale support is reflected according to described user interface, the operation that the described user interface of current display is carried out;
According to coordinate position and the described resolution of carried out operation, described operation, the dummy order generated for solving described mobile terminal prior art problems is sent to described server.
The third aspect, the embodiment of the present invention additionally provides a kind of mobile terminal remote post-sale support method, comprising:
The user interface that real-time reception mobile terminal is current is also transmitted on the computer of the attendant of post-sale support;
Receive the dummy order for solving described mobile terminal prior art problems from described computer, generate the discernible operational order of described mobile terminal according to described dummy order, described dummy order and described operational order comprise action type and screen coordinate;
Described operational order is returned to described mobile terminal.
Fourth aspect, the embodiment of the present invention additionally provides a kind of mobile terminal remote post-sale support device, is configured at mobile terminal, comprises:
Server connection unit, for connecting the server for long-range post-sale support;
Interface uploading unit, for periodically intercepting current user interface and being uploaded to described server in real time;
Operational order receives and performance element, for the operational order for solving prior art problems that server described in real-time reception returns, and performs described operational order in real time.
5th aspect, the embodiment of the present invention additionally provides a kind of mobile terminal remote post-sale support device, is configured at the computer of the attendant of post-sale support, comprises:
Real-time display unit, for showing in real time from the current user interface of the server real-time reception mobile terminal for long-range post-sale support;
Resolution acquiring unit, for obtaining the resolution of described mobile terminal according to described user interface;
Problem receives and remote operation unit, the problem that the attendant for receiving post-sale support is reflected according to described user interface, the operation that the described user interface of current display is carried out;
Dummy order transmitting element, for according to the coordinate position of carried out operation, described operation and described resolution, the dummy order generated for solving described mobile terminal prior art problems is sent to described server.
6th aspect, the embodiment of the present invention additionally provides a kind of mobile terminal remote post-sale support device, is configured at server end, comprises:
Interface retransmission unit, the user interface current for real-time reception mobile terminal is also transmitted to the computer of the attendant of post-sale support;
Operational order generation unit, for receiving the dummy order for solving described mobile terminal prior art problems from described computer, generate the discernible operational order of described mobile terminal according to described dummy order, described dummy order and described operational order comprise action type and screen coordinate;
Operational order transmitting element, for returning to described mobile terminal by described operational order.
The embodiment of the present invention is by adopting technique scheme: connect the server being used for long-range post-sale support; Periodically intercept current user interface and be uploaded to described server in real time; The operational order for solving prior art problems that server described in real-time reception returns, and perform described operational order in real time, technical staff can be made to answer and remote technology process the technical problem that user proposes anywhere or anytime, optimize the long-range post-sale support service of mobile terminal product, reduce after service cost, improve after-sale service efficiency.
Accompanying drawing explanation
In order to be illustrated more clearly in the technical scheme in the embodiment of the present invention, below the accompanying drawing used required in describing the embodiment of the present invention is briefly described, apparently, accompanying drawing in the following describes is only some embodiments of the present invention, for those of ordinary skill in the art, under the prerequisite not paying creative work, other accompanying drawing can also be obtained according to the content of the embodiment of the present invention and these accompanying drawings.
Fig. 1 is the mobile terminal remote post-sale support method flow diagram described in the specific embodiment of the invention one;
Fig. 2 is the mobile terminal remote post-sale support method flow diagram described in the specific embodiment of the invention two;
Fig. 3 is the mobile terminal remote post-sale support method flow diagram described in the specific embodiment of the invention three;
Fig. 4 is the structured flowchart of the mobile terminal remote post-sale support device described in the specific embodiment of the invention four;
Fig. 5 is the structured flowchart of the mobile terminal remote post-sale support device described in the specific embodiment of the invention five;
Fig. 6 is the structured flowchart of the mobile terminal remote post-sale support device described in the specific embodiment of the invention six;
Fig. 7 is the structured flowchart of the mobile terminal remote post-sale support device described in the specific embodiment of the invention seven.
Embodiment
The technical problem solved for making the present invention, the technical scheme of employing and the technique effect that reaches are clearly, be described in further detail below in conjunction with the technical scheme of accompanying drawing to the embodiment of the present invention, obviously, described embodiment is only the present invention's part embodiment, instead of whole embodiments.Based on the embodiment in the present invention, those skilled in the art, not making the every other embodiment obtained under creative work prerequisite, belong to the scope of protection of the invention.
Technical scheme of the present invention is further illustrated by embodiment below in conjunction with accompanying drawing.
Embodiment one
Fig. 1 is the mobile terminal remote post-sale support method flow diagram described in the present embodiment, the present embodiment is applicable between mobile terminal with server and communicates, the method can be performed by the long-range after-sale service supportive device being configured at mobile terminal, as shown in Figure 1, the mobile terminal remote post-sale support method described in the present embodiment comprises:
Step S101, connect and be used for the server of long-range post-sale support.
When mobile terminal encounters problems, start the client-side program for long-range post-sale support being arranged on this terminal, first this client-side program is connected to the server for long-range post-sale support of seller, accepts after-sale technical support service.
Further, after the server successful connection of mobile terminal and long-range post-sale support, the problem exchange of information that can be inputted by the media of communication user in real of preassignment is also uploaded to described server in real time, the problem exchange of information that simultaneously can input from the attendant of server real-time reception post-sale support.Described media of communication can comprise speech exchange instrument and/or written communication instrument, namely any one in speech exchange instrument and written communication, or two kinds of instruments use simultaneously, user can be made and serve personnel and better carry out effective communication for problem and exchange.
Step S102, periodically intercept current user interface be uploaded to described server in real time.
After connection server, terminal periodic ground intercepts current user interface and is uploaded to described server in real time, during this period, the attendant of post-sale support operates according to this interface at the PC end of oneself, operational order is converted into through server and is sent to this terminal to the instruction of terminal operation, and terminal performs this instruction and produces new user interface.In the process, user also can operate terminal, now during essence, the attendant of user and post-sale support synchronously operates this terminal, and user exposes terminal produced problem as much as possible to the action need of terminal, displays with the process this terminal gone wrong.
Namely terminal use and/or long-range technical support personnel are by operating with the process of playback terminal problem to this terminal, terminal periodic ground intercepts current user interface to obtain some interfaces sectional drawing of this process, and the sectional drawing of acquisition is uploaded to described server.
Further, terminal obtains except the problem information of this terminal except periodically carrying out interface sectional drawing, the problem information that other interfaces can also be provided to link up this terminal for terminal use to the attendant of post-sale support, such as, provide the functions such as text chat, voice-enabled chat, Video chat.Like this, the attendant of terminal use and post-sale support more polynaryly can carry out problem exchanges and communication effectively, and the attendant of post-sale support can be allowed to find the problem place of user terminal very soon, and energy ground one step improves the efficiency of long-range post-sale support.
Further, the problem related to due to terminal problem is more extensive, more professional after-sale technical support service is obtained in order to allow terminal use, can by the attendant of post-sale support according to being divided into different groups, solve dissimilar problem respectively, like this, namely the attendant of each post-sale support only need pay close attention to the settling mode of a class problem, the service that them can be made to provide is more professional, and efficiency of service is higher.In this case, terminal needs the type information providing problem.The type information can be that user is submitted to by terminal to server, can also take and device obtain this end message after draw according to presetting method analysis.
As preferably, after user submits the problem types of terminal to by terminal to server, terminal Receiver Problem type information is also uploaded to described server, send to the attendant of special disposal the type problem to process the problem that user submits to the issue type information making server can submit to according to user, improve the efficiency of dealing with problems.
The operational order for solving prior art problems that server described in step S103, real-time reception returns, and perform described operational order in real time.
The attendant of post-sale support oneself PC end server is sent to the operational order of terminal after, server generates the corresponding operational order to this terminal, this operational order is turned back to terminal, the operational order that described in terminal real-time reception, server returns, and perform described operational order in real time, and display in real time, intercepting and the interface after sending execution instruction, to solve the problem of described terminal.
Further, server described in real-time reception return for solve prior art problems operational order after, and also to comprise before performing described operational order in real time: legitimate verification is carried out to described instruction.After being verified, this operational order can be performed, and then solve the technical problem of user.By carrying out legitimate verification to instruction, the fail safe of post-sale support can be ensured.
Mobile terminal remote post-sale support method in the present embodiment, mobile terminal is connected with the server being used for long-range post-sale support, periodically intercept current user interface and upload onto the server in real time, the operational order for solving prior art problems that mobile terminal real-time reception server returns, and perform described operational order in real time, technical staff can be made to answer and remote technology process the technical problem that user proposes anywhere or anytime, optimize the long-range post-sale support service of mobile terminal product, reduce after service cost, improve after-sale service efficiency.
Embodiment two
Fig. 2 is the mobile terminal remote post-sale support method flow diagram described in the present embodiment, the present embodiment be applicable to server hold with attendant's personal computer (PC:Personal Computer) of post-sale support between communicate, the method can be performed by the long-range after-sale service supportive device being configured at PC end, as shown in Figure 2, the mobile terminal remote post-sale support method described in the present embodiment comprises:
Step S201, to show in real time from the current user interface of the server real-time reception mobile terminal for long-range post-sale support.
Behind the interface that server Real-time Obtaining terminal periodic ground intercepts, this interface is sent in real time attendant's personal computer PC end of post-sale support, PC termination synchronously shows after receiving this interface in real time.Like this, the attendant of post-sale support can see the problem that user runs into more intuitively, contributes to the analysis to problem.
Certainly, if terminal additionally provides the type information of problem, then before the interface information holding real-time transmitting terminal to PC, also comprise server selects corresponding PC end step according to the type information.
Step S202, obtain the resolution of described mobile terminal according to described user interface.
After obtaining first interface images, namely can obtain the resolution of picture according to described picture, the resolution of other pictures is namely identical with this resolution, carrys out the instruction of dummy order generation to terminal operation according to the attendant of post-sale support by described resolution.
Equally, the problem exchange of information of attendant's input of post-sale support described in the media of communication Real-time Obtaining that the PC end of the attendant of post-sale support also can comprise by preassignment is also uploaded to described server, and PC end is from the problem exchange of information of server real-time reception user input in real time.Described media of communication comprises speech exchange instrument and/or written communication instrument, any one namely in speech exchange instrument and written communication, or two kinds of instruments use simultaneously, can make user and serve personnel and better carry out effective communication for problem and exchange.
The problem that step S203, the attendant receiving post-sale support reflect according to described user interface, the operation that the described user interface of current display is carried out.
Like this, the attendant of post-sale support can more directly deal with problems, when process of problem solving needs multiple step or needs to carry out many-side trial, attendant can see faster each step or every aspect attempted after feedback effects, contribute to the analysis to problem, and quick solution problem, compared with traditional telephone consultation service, improve the efficiency of service of dealing with problems, send to some other department compared with attendant makes house calls with traditional, saved cost of serving.
Step S204, according to the coordinate position of carried out operation, described operation and described resolution, the dummy order generated for solving described mobile terminal prior art problems is sent to described server.
The attendant of corresponding post-sale support is on the PC end of oneself, the interface sectional drawing carrying out self terminal according to display in real time operates, and operation information is sent to server, that carries out respective operations to make server according to the raw paired terminal of this operation information proposes order, realizes operating terminal and controlling to perform this instruction in terminal.
The attendant of post-sale support is probably different from terminal at the size dimension carrying out the interface sectional drawing of self terminal of the PC end display of oneself, therefore, after the dummy order that the attendant place computer that server end receives post-sale support sends, the instruction carrying out changing raw paired terminal according to the resolution of described size and terminal is needed.
Therefore, when the computer of the attendant of post-sale support sends dummy order to server, the operation that this dummy order needs the attendant comprising post-sale support to carry out, the coordinate position of described operation and the resolution of described mobile terminal.
Mobile terminal remote post-sale support method in the present embodiment, the attendant PC of the server with post-sale support that are used for long-range post-sale support is held and is connected, the user interface current from the server real-time reception mobile terminal for long-range post-sale support also shows in real time, the resolution of mobile terminal is obtained according to user interface, the problem that the attendant receiving post-sale support is reflected according to described user interface, the operation that the described user interface of current display is carried out, according to carried out operation, the coordinate position of operation and resolution, generate and be sent to described server for the dummy order solving described mobile terminal prior art problems.Technical staff can be made to answer and remote technology process the technical problem that user proposes anywhere or anytime, optimize the long-range post-sale support service of mobile terminal product, reduce after service cost, improve after-sale service efficiency.
Embodiment three
Fig. 3 is the mobile terminal remote post-sale support method flow diagram described in the present embodiment, the present embodiment is applicable to and makes to set up correspondence between the computer of the attendant of mobile terminal and post-sale support (holding hereinafter referred to as PC) by server, the method can be performed by the long-range after-sale service supportive device being configured at server end, as shown in Figure 3, the mobile terminal remote post-sale support method described in the present embodiment comprises:
The user interface that step S301, real-time reception mobile terminal are current is also transmitted on the computer of the attendant of post-sale support.
Terminal periodic ground intercepts current interface and sends to server, and the user interface that server real-time reception mobile terminal is current is also transmitted on the computer of the attendant of post-sale support.
Further, if terminal also sends issue type information to server, server also can comprise further to the operation of this step:
The issue type information that mobile terminal receive sends;
The user interface that mobile terminal described in real-time reception is current;
In real time described user interface is forwarded to according to described issue type information on the computer of the attendant of corresponding post-sale support.
Step S302, receive the dummy order for solving described mobile terminal prior art problems from described computer, generate the discernible operational order of described mobile terminal according to described dummy order, described dummy order and described operational order comprise action type and screen coordinate.
The problem that the attendant of post-sale support is reflected according to the current interface of the terminal shown in real time in the machine, virtually terminal is operated, namely this interface images in the machine carries out click, draw, close, handoff options card, the operation such as to choose, these operations and screen coordinate are because be not the real instruction operated terminal, be called dummy order, these dummy orders are sent to described server, and described server generates the discernible operational order of described mobile terminal according to described dummy order.
Step S303, described operational order is returned to described mobile terminal.
After previous step server generates the discernible operational order of described mobile terminal, generated operational order is returned to described mobile terminal by server, technical problem is solved by these operational orders constantly performing server transmission to make described terminal, simultaneously, in the process, terminal periodically current interface to be transmitted to the computer of attendant of post-sale support via server, circulates in real time according to this.
Can find out, due to terminal periodic real-time interception current interface, make the attendant of post-sale support can see the current interface of terminal near real-time, and operation control can be carried out virtually, and the process of this pseudo operation can be converted into the practical operation to terminal by server, for the attendant of post-sale support, its to the operation of terminal just as in carrying out Long-distance Control to terminal.
Those skilled in the art it should be explicitly made clear at this point, the PC end of the attendant of post-sale support also can show the interface of multiple terminal simultaneously, the instruction that the attendant of post-sale support does in the drilling of each interface respectively can determine corresponding terminal according to the coordinate information of operation, thus dummy order is sent to the terminal of this correspondence by server, realize attendant's multithreading service of post-sale support.
Equally, if the problem that terminal provides other exchanges interface, server end also comprises: from the computer of the attendant of post-sale support, receive the problem exchange of information of attendant's input of described post-sale support in real time and be sent to corresponding mobile terminal; And receive the problem exchange of information of user's input from mobile terminal in real time and be sent to the computer of the attendant of corresponding post-sale support.
Mobile terminal remote post-sale support method in the present embodiment, by server make the attendant PC of mobile terminal and post-sale support hold between set up correspondence, the user interface that server real-time reception mobile terminal is current is also transmitted on the computer of the attendant of post-sale support, the dummy order for solving described mobile terminal prior art problems is received from described computer, generate the discernible operational order of described mobile terminal according to described dummy order, described operational order is returned to described mobile terminal.Technical staff can be made to answer and remote technology process the technical problem that user proposes anywhere or anytime, optimize the long-range post-sale support service of mobile terminal product, reduce after service cost, improve after-sale service efficiency.
Embodiment four
Fig. 4 is the mobile terminal remote post-sale support device described in the present embodiment, and as shown in Figure 4, the mobile terminal remote post-sale support device described in the present embodiment comprises:
Customer problem interface 401: when user runs into the problem that oneself cannot process, by the long-range application program after sale of starting hand-set terminal.The basic function option of this program is: 1. 3. the basic description that 2. submits a question of line remote server accepts server dynamic operation and indicate this application main innovate point to be the 3. function choosing-item, therefore mainly sets forth the 3. function choosing-item implementation below.
UI interface parameter compression module 402: when user select 3. function choosing-item time, a system service can be opened.This service timing can intercept the UI interface of user terminal, uses the form of picture compression, to submit a question type information, in being uploaded onto the server at user UI interface together with user.
First server parsing module 403, during for uploading, when server detects the user of connection server in uploading pictures, first the type information that submits a question that user uploads can be resolved, then according to different problem types field, snapshot information is forwarded to the PC end of the technical staff after sale of different field.
Each field after sale personnel (i.e. the attendant of post-sale support) PC holds 404:PC to hold personnel when the user receiving server forwarding asks, and is presented in the application of PC end by the picture received by the form decompressed.Now, user terminal UI interface and after sale personnel PC hold application interface display be synchronous.
Human users's module 405 after sale: personnel are after having analyzed problem after sale, when wanting by operation user interface validation problem.Available left mouse button is clicked, drag, click PC by right key holds synchronization interface.Meanwhile, can be that dummy order and screen coordinate are sent to server by operation transformation.
Such as: left button is clicked-> and clicked; Click by right key-> long by; Drag-> to slide.
Second server parsing module 406 (when passing down): when server receives the dummy order that technical staff after sale uploads, can be converted into true instruction, i.e. the discernible instruction code of user terminal, instruction code comprises action type and screen coordinate.
Command analysis module 407: whether major function is the instruction that authentication server passes down is valid instruction.If legal, just perform instruction.
By repeating to adopt module 402-407 to perform corresponding operation, can realize remote operation user terminal interface after sale, be the core design of the remote support technology of this patent.
The present embodiment with the computer terminal of the attendant of terminal, post-sale support and service end composition system in, how each functional module cooperatively interacts realizes long-range post-sale support, to realize goal of the invention, the system of describing realizes the technical scheme of goal of the invention, attendant's dynamic remote operation user terminal of post-sale support can be made, dealing with problems for user of real-time high-efficiency.
Embodiment five
Fig. 5 is the structured flowchart of the mobile terminal remote post-sale support device described in the present embodiment, and as shown in Figure 5, the mobile terminal remote post-sale support device described in the present embodiment is configured at mobile terminal, comprising:
Server connection unit 501, for connecting the server for long-range post-sale support;
Interface uploading unit 502, for periodically intercepting current user interface and being uploaded to described server in real time;
Operational order receives and performance element 503, for the operational order for solving prior art problems that server described in real-time reception returns, and performs described operational order in real time.
Further, described in the present embodiment, device also comprises:
Authentication unit, for return at server described in real-time reception for solve prior art problems operational order after, and before performing described operational order in real time, legitimate verification is carried out to described instruction;
Problem receives and uploading unit, for after connecting the server being used for long-range post-sale support, and periodically intercepting current user interface and before being uploaded to described server in real time, receive the issue type information that user submits to and be also uploaded to described server;
Exchange of information receives and uploading unit, for after connecting the server being used for long-range post-sale support, the problem exchange of information inputted by the media of communication user in real of preassignment is also uploaded to described server in real time, and from the problem exchange of information that the attendant of server real-time reception post-sale support inputs.
The mobile terminal remote post-sale support device that the present embodiment provides can perform the mobile terminal remote post-sale support method that the embodiment of the present invention one provides, and possesses the corresponding functional module of manner of execution and beneficial effect.
Embodiment six
Fig. 6 is the structured flowchart of the mobile terminal remote post-sale support device described in the present embodiment, and as shown in Figure 6, the mobile terminal remote post-sale support device described in the present embodiment is configured on the computer of the attendant of post-sale support, i.e. PC end, comprising:
Real-time display unit 601, for showing in real time from the current user interface of the server real-time reception mobile terminal for long-range post-sale support;
Resolution acquiring unit 602, for obtaining the resolution of described mobile terminal according to described user interface;
Problem receives and remote operation unit 603, the problem that the attendant for receiving post-sale support is reflected according to described user interface, the operation that the described user interface of current display is carried out;
Dummy order transmitting element 604, for according to the coordinate position of carried out operation, described operation and described resolution, the dummy order generated for solving described mobile terminal prior art problems is sent to described server.
Further, described device also comprises exchange of information and receives and uploading unit, for the problem reflected according to described user interface the attendant receiving post-sale support, before the operation that the described user interface of current display is carried out, be uploaded to described server in real time by the problem exchange of information of attendant's input of post-sale support described in the media of communication Real-time Obtaining of preassignment, and from the problem exchange of information of server real-time reception user input.
The mobile terminal remote post-sale support device that the present embodiment provides can perform the mobile terminal remote post-sale support method that the embodiment of the present invention two provides, and possesses the corresponding functional module of manner of execution and beneficial effect.
Embodiment seven
Fig. 7 is the structured flowchart of the mobile terminal remote post-sale support device described in the present embodiment, and as shown in Figure 7, the mobile terminal remote post-sale support device described in the present embodiment is configured at server end end, comprising:
Interface retransmission unit 701, the user interface current for real-time reception mobile terminal is also transmitted to the computer of the attendant of post-sale support;
Operational order generation unit 702, for receiving the dummy order for solving described mobile terminal prior art problems from described computer, generate the discernible operational order of described mobile terminal according to described dummy order, described dummy order and described operational order comprise action type and screen coordinate;
Operational order transmitting element 703, for returning to described mobile terminal by described operational order.
Further, described interface retransmission unit 701 specifically for:
The issue type information that mobile terminal receive sends;
The user interface that mobile terminal described in real-time reception is current;
In real time described user interface is forwarded to according to described issue type information on the computer of the attendant of corresponding post-sale support.
Further, described device also comprises exchange of information Transmit-Receive Unit, for:
From the computer of the attendant of post-sale support, receive the problem exchange of information of attendant's input of described post-sale support in real time and be sent to corresponding mobile terminal; And receive the problem exchange of information of user's input from mobile terminal in real time and be sent to the computer of the attendant of corresponding post-sale support.
The mobile terminal remote post-sale support device that the present embodiment provides can perform the mobile terminal remote post-sale support method that the embodiment of the present invention three provides, and possesses the corresponding functional module of manner of execution and beneficial effect.
All or part of content in the technical scheme that above embodiment provides can be realized by software programming, and its software program is stored in the storage medium that can read, storage medium such as: the hard disk in computer, CD or floppy disk.
Note, above are only preferred embodiment of the present invention and institute's application technology principle.Skilled person in the art will appreciate that and the invention is not restricted to specific embodiment described here, various obvious change can be carried out for a person skilled in the art, readjust and substitute and can not protection scope of the present invention be departed from.Therefore, although be described in further detail invention has been by above embodiment, the present invention is not limited only to above embodiment, when not departing from the present invention's design, can also comprise other Equivalent embodiments more, and scope of the present invention is determined by appended right.
Claims (18)
1. a mobile terminal remote post-sale support method, is characterized in that, comprising:
Connect the server being used for long-range post-sale support;
Periodically intercept current user interface and be uploaded to described server in real time;
The operational order for solving prior art problems that server described in real-time reception returns, and perform described operational order in real time.
2. mobile terminal remote post-sale support method as claimed in claim 1, it is characterized in that, server described in real-time reception return for solve prior art problems operational order after, and also to comprise before performing described operational order in real time: legitimate verification is carried out to described instruction.
3. mobile terminal remote post-sale support method as claimed in claim 1 or 2, it is characterized in that, after connecting the server being used for long-range post-sale support, and periodically intercepting current user interface and also comprising before being uploaded to described server in real time: receiving the issue type information that user submits to and be also uploaded to described server.
4. mobile terminal remote post-sale support method as claimed in claim 3, it is characterized in that, also comprise after connecting the server being used for long-range post-sale support: the problem exchange of information inputted by the media of communication user in real of preassignment is also uploaded to described server in real time, and from the problem exchange of information that the attendant of server real-time reception post-sale support inputs.
5. mobile terminal remote post-sale support method as claimed in claim 4, it is characterized in that, described media of communication comprises speech exchange instrument and/or written communication instrument.
6. a mobile terminal remote post-sale support method, is characterized in that, comprising:
The user interface current from the server real-time reception mobile terminal for long-range post-sale support also shows in real time;
The resolution of described mobile terminal is obtained according to described user interface;
The problem that the attendant receiving post-sale support is reflected according to described user interface, the operation that the described user interface of current display is carried out;
According to coordinate position and the described resolution of carried out operation, described operation, the dummy order generated for solving described mobile terminal prior art problems is sent to described server.
7. mobile terminal remote post-sale support method as claimed in claim 6, is characterized in that, the problem that the attendant receiving post-sale support is reflected according to described user interface also comprises before the operation carried out in the described user interface of current display:
Be uploaded to described server in real time by the problem exchange of information of attendant's input of post-sale support described in the media of communication Real-time Obtaining of preassignment, and from the problem exchange of information of server real-time reception user input.
8. mobile terminal remote post-sale support method as claimed in claim 7, it is characterized in that, described media of communication comprises speech exchange instrument and/or written communication instrument.
9. a mobile terminal remote post-sale support method, is characterized in that, comprising:
The user interface that real-time reception mobile terminal is current is also transmitted on the computer of the attendant of post-sale support;
Receive the dummy order for solving described mobile terminal prior art problems from described computer, generate the discernible operational order of described mobile terminal according to described dummy order, described dummy order and described operational order comprise action type and screen coordinate;
Described operational order is returned to described mobile terminal.
10. mobile terminal remote post-sale support method as claimed in claim 9, is characterized in that, the user interface that real-time reception mobile terminal is current the operation be transmitted on the computer of the attendant of post-sale support specifically comprise:
The issue type information that mobile terminal receive sends;
The user interface that mobile terminal described in real-time reception is current;
In real time described user interface is forwarded to according to described issue type information on the computer of the attendant of corresponding post-sale support.
11. mobile terminal remote post-sale support methods as claimed in claim 9, it is characterized in that, described method also comprises:
From the computer of the attendant of post-sale support, receive the problem exchange of information of attendant's input of described post-sale support in real time and be sent to corresponding mobile terminal; And
Receive the problem exchange of information of user's input from mobile terminal in real time and be sent to the computer of the attendant of corresponding post-sale support.
12. 1 kinds of mobile terminal remote post-sale support devices, are configured at mobile terminal, it is characterized in that, comprising:
Server connection unit, for connecting the server for long-range post-sale support;
Interface uploading unit, for periodically intercepting current user interface and being uploaded to described server in real time;
Operational order receives and performance element, for the operational order for solving prior art problems that server described in real-time reception returns, and performs described operational order in real time.
13. mobile terminal remote post-sale support devices as claimed in claim 12, it is characterized in that, described device also comprises:
Authentication unit, for return at server described in real-time reception for solve prior art problems operational order after, and before performing described operational order in real time, legitimate verification is carried out to described instruction;
Problem receives and uploading unit, for after connecting the server being used for long-range post-sale support, and periodically intercepting current user interface and before being uploaded to described server in real time, receive the issue type information that user submits to and be also uploaded to described server;
Exchange of information receives and uploading unit, for after connecting the server being used for long-range post-sale support, the problem exchange of information inputted by the media of communication user in real of preassignment is also uploaded to described server in real time, and from the problem exchange of information that the attendant of server real-time reception post-sale support inputs.
14. 1 kinds of mobile terminal remote post-sale support devices, are configured at the computer terminal of the attendant of post-sale support, it is characterized in that, comprising:
Real-time display unit, for showing in real time from the current user interface of the server real-time reception mobile terminal for long-range post-sale support;
Resolution acquiring unit, for obtaining the resolution of described mobile terminal according to described user interface;
Problem receives and remote operation unit, the problem that the attendant for receiving post-sale support is reflected according to described user interface, the operation that the described user interface of current display is carried out;
Dummy order transmitting element, for according to the coordinate position of carried out operation, described operation and described resolution, the dummy order generated for solving described mobile terminal prior art problems is sent to described server.
15. mobile terminal remote post-sale support devices as claimed in claim 14, it is characterized in that, described device also comprises exchange of information and receives and uploading unit, for the problem reflected according to described user interface the attendant receiving post-sale support, before the operation that the described user interface of current display is carried out, be uploaded to described server in real time by the problem exchange of information of attendant's input of post-sale support described in the media of communication Real-time Obtaining of preassignment, and from the problem exchange of information of server real-time reception user input.
16. 1 kinds of mobile terminal remote post-sale support devices, are configured at server end, it is characterized in that, comprising:
Interface retransmission unit, the user interface current for real-time reception mobile terminal is also transmitted to the computer of the attendant of post-sale support;
Operational order generation unit, for receiving the dummy order for solving described mobile terminal prior art problems from described computer, generate the discernible operational order of described mobile terminal according to described dummy order, described dummy order and described operational order comprise action type and screen coordinate;
Operational order transmitting element, for returning to described mobile terminal by described operational order.
17. mobile terminal remote post-sale support devices as claimed in claim 16, is characterized in that, described interface retransmission unit specifically for:
The issue type information that mobile terminal receive sends;
The user interface that mobile terminal described in real-time reception is current;
In real time described user interface is forwarded to according to described issue type information on the computer of the attendant of corresponding post-sale support.
18. mobile terminal remote post-sale support devices as claimed in claim 16, it is characterized in that, described device also comprises exchange of information Transmit-Receive Unit, for:
From the computer of the attendant of post-sale support, receive the problem exchange of information of attendant's input of described post-sale support in real time and be sent to corresponding mobile terminal; And
Receive the problem exchange of information of user's input from mobile terminal in real time and be sent to the computer of the attendant of corresponding post-sale support.
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| CN201410633206.8A CN104394199B (en) | 2014-11-11 | 2014-11-11 | A kind of mobile terminal remote post-sale support method and device |
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| CN201410633206.8A CN104394199B (en) | 2014-11-11 | 2014-11-11 | A kind of mobile terminal remote post-sale support method and device |
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| CN104394199A true CN104394199A (en) | 2015-03-04 |
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Also Published As
| Publication number | Publication date |
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| CN104394199B (en) | 2018-02-23 |
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