CN111478976A - Remote assistance matching method and terminal - Google Patents
Remote assistance matching method and terminal Download PDFInfo
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- CN111478976A CN111478976A CN202010381336.2A CN202010381336A CN111478976A CN 111478976 A CN111478976 A CN 111478976A CN 202010381336 A CN202010381336 A CN 202010381336A CN 111478976 A CN111478976 A CN 111478976A
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- 238000000034 method Methods 0.000 title claims abstract description 29
- 238000004590 computer program Methods 0.000 claims description 8
- 238000012546 transfer Methods 0.000 description 8
- 230000000977 initiatory effect Effects 0.000 description 5
- 230000009286 beneficial effect Effects 0.000 description 3
- 238000004891 communication Methods 0.000 description 2
- 238000010586 diagram Methods 0.000 description 2
- 230000006870 function Effects 0.000 description 2
- 230000000007 visual effect Effects 0.000 description 2
- 238000011161 development Methods 0.000 description 1
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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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- 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
- H04L67/14—Session management
- H04L67/146—Markers for unambiguous identification of a particular session, e.g. session cookie or URL-encoding
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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
- H04L67/50—Network services
- H04L67/52—Network services specially adapted for the location of the user terminal
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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
- H04L67/50—Network services
- H04L67/60—Scheduling or organising the servicing of application requests, e.g. requests for application data transmissions using the analysis and optimisation of the required network resources
Abstract
The invention discloses a remote assistance matching method and a terminal, wherein an information table is established, and the information table stores service types corresponding to a plurality of remote assistance terminals; establishing a state table, wherein the state table stores busy and idle states of each remote assistance terminal; receiving a remote assistance request initiated by a request assistance terminal, wherein the remote assistance request comprises the service type of the request assistance terminal, and the remote assistance request does not need to specify the remote assistance terminal; selecting a remote assistance terminal matched with the request assistance terminal from the plurality of remote assistance terminals according to the service type of the request assistance terminal, the service type corresponding to each remote assistance terminal in the information table and the busy-idle state corresponding to each remote assistance terminal in the state table; the remote assistance terminal can be matched with the request assistance terminal without requiring the request assistance terminal user to specify the remote assistance terminal, so that the use of a remote assistance function is facilitated, and the remote assistance efficiency is improved.
Description
Technical Field
The invention relates to the field of remote assistance, in particular to a remote assistance matching method and a terminal.
Background
The self-service terminal is an electronic information device which is specially used for storing information and providing service functions such as various information inquiry, printing, payment and product vending and the like through an interactive environment formed by multimedia databases such as films, pictures, characters, music and the like; in recent years, the development of domestic self-service machines is in wide bloom, the types of self-service terminals are more and more, the application is more and more extensive, and particularly, the demands of industries such as finance, medical treatment, traffic, government affairs and the like on self-service terminal service equipment are more and more increased; from simple self-service terminal equipment such as ATM (automatic teller machine), POS (point of sale) machine, queuing machine and the like of a bank to a self-service terminal capable of handling complex business, a system of the self-service terminal is increasingly large and complex; therefore, in self-service business halls and unmanned sites, there is an increasing demand for remotely assisting terminals or solving user help-seeking problems.
The remote assistance can realize the remote assistance of the assistor to the assisted person under the condition that the geographical positions of the assistor and the assisted person are separated, but most of the existing remote assistance modes need one-to-one initiation, namely, when the request assisting party initiates a remote assistance request, a receiving party of the remote assistance request needs to be appointed, however, sometimes, the request assisting party is difficult to contact with a corresponding assisting party, so that the help function of the remote assistance is greatly reduced, and the efficiency is low.
Disclosure of Invention
The technical problem to be solved by the invention is as follows: the remote assistance matching method and the terminal are provided, automatic matching of a remote assistance request and an assistance terminal is achieved, and remote assistance efficiency is improved.
In order to solve the technical problems, the invention adopts a technical scheme that:
a remote-assisted matching method, comprising the steps of:
s1, establishing an information table, wherein the information table stores service types corresponding to a plurality of remote assistance terminals;
s2, establishing a state table, wherein the state table stores busy and idle states of each remote assistance terminal;
s3, receiving a remote assistance request initiated by a request assistance terminal, wherein the remote assistance request comprises the service type of the request assistance terminal, and the remote assistance request does not need to specify the remote assistance terminal;
s4, selecting a remote assistance terminal matching the request assistance terminal from the plurality of remote assistance terminals according to the service type of the request assistance terminal, the service type corresponding to each remote assistance terminal in the information table, and the busy/idle state corresponding to each remote assistance terminal in the state table.
In order to solve the technical problem, the invention adopts another technical scheme as follows:
a remote-assisted matching terminal comprising a memory, a processor and a computer program stored on the memory and executable on the processor, the processor implementing the following steps when executing the computer program:
s1, establishing an information table, wherein the information table stores service types corresponding to a plurality of remote assistance terminals;
s2, establishing a state table, wherein the state table stores busy and idle states of each remote assistance terminal;
s3, receiving a remote assistance request initiated by a request assistance terminal, wherein the remote assistance request comprises the service type of the request assistance terminal, and the remote assistance request does not need to specify the remote assistance terminal;
s4, selecting a remote assistance terminal matching the request assistance terminal from the plurality of remote assistance terminals according to the service type of the request assistance terminal, the service type corresponding to each remote assistance terminal in the information table, and the busy/idle state corresponding to each remote assistance terminal in the state table.
The invention has the beneficial effects that: setting an information table to store service types corresponding to a plurality of remote assistance terminals, simultaneously bringing self service types into a remote assistance request when the request assistance terminal sends the remote assistance request, not specifying the remote assistance terminal in the remote assistance request, only needing to perform preliminary matching between the request assistance terminal and the remote assistance terminal according to the service types in the remote assistance request and the service types of the plurality of remote assistance terminals stored in the information table, simultaneously setting a state table to store busy and idle states of the remote assistance terminals, selecting from the preliminarily matched remote assistance terminals according to the busy and idle states, finally completing one-to-one matching between the request assistance terminal and the remote assistance terminal, wherein the request assistance terminal only needs to attach self service types in the remote assistance request without specifying the remote assistance terminal, the efficiency of remote assistance is improved.
Drawings
FIG. 1 is a flowchart illustrating steps of a remote assisted matching method according to an embodiment of the present invention;
fig. 2 is a schematic structural diagram of a remote assistance matching terminal according to an embodiment of the present invention;
fig. 3 is a connection diagram illustrating a remote assisted matching method according to an embodiment of the invention;
description of reference numerals:
1. a remote assistance matching terminal; 2. A processor; 3. A memory.
Detailed Description
In order to explain technical contents, achieved objects, and effects of the present invention in detail, the following description is made with reference to the accompanying drawings in combination with the embodiments.
Referring to fig. 1, a remote assisted matching method includes the steps of:
s1, establishing an information table, wherein the information table stores service types corresponding to a plurality of remote assistance terminals;
s2, establishing a state table, wherein the state table stores busy and idle states of each remote assistance terminal;
s3, receiving a remote assistance request initiated by a request assistance terminal, wherein the remote assistance request comprises the service type of the request assistance terminal, and the remote assistance request does not need to specify the remote assistance terminal;
s4, selecting a remote assistance terminal matching the request assistance terminal from the plurality of remote assistance terminals according to the service type of the request assistance terminal, the service type corresponding to each remote assistance terminal in the information table, and the busy/idle state corresponding to each remote assistance terminal in the state table.
From the above description, the beneficial effects of the present invention are: setting an information table to store service types corresponding to a plurality of remote assistance terminals, simultaneously bringing self service types into a remote assistance request when the request assistance terminal sends the remote assistance request, not specifying the remote assistance terminal in the remote assistance request, only needing to perform preliminary matching between the request assistance terminal and the remote assistance terminal according to the service types in the remote assistance request and the service types of the plurality of remote assistance terminals stored in the information table, simultaneously setting a state table to store busy and idle states of the remote assistance terminals, selecting from the preliminarily matched remote assistance terminals according to the busy and idle states, finally completing one-to-one matching between the request assistance terminal and the remote assistance terminal, wherein the request assistance terminal only needs to attach self service types in the remote assistance request without specifying the remote assistance terminal, the efficiency of remote assistance is improved.
Further, the information table in S1 further stores the geographic location corresponding to each remote assistance terminal;
the state table in S2 further stores the online state corresponding to each remote assistance terminal;
the remote assistance request in S3 further includes the geographical location of the terminal requesting assistance;
the S4 specifically includes:
s41, determining a first remote assistance terminal set which is the same as the service type of the request assistance terminal according to the service type of the request assistance terminal in the remote assistance request and the service type corresponding to each remote assistance terminal stored in the information table;
s42, determining an online remote assistance terminal in the first remote assistance terminal set according to the first remote assistance terminal set and the online status of each remote assistance terminal stored in the status table, and generating a second remote assistance terminal set;
s43, determining a remote assistance terminal whose busy/idle state is idle in the second remote assistance terminal set according to the second remote assistance terminal set and the busy/idle state of each remote assistance terminal stored in the state table, and generating a third remote assistance terminal set;
s44, determining a remote assistance terminal closest to the request assistance terminal according to the third set of remote assistance terminals, the geographical location of each remote assistance terminal stored in the information table, and the geographical location of the request assistance terminal in the remote assistance request, and using the remote assistance terminal as the remote assistance terminal matched with the request assistance terminal;
and S45, establishing connection between the request assistance terminal and the remote assistance terminal matched with the request assistance terminal.
According to the above description, by judging the online state, busy-idle state and distance between the remote assistance terminal and the request assistance terminal, one remote assistance terminal is selected from the plurality of remote assistance terminals to be matched with the request assistance terminal initiating the remote assistance request, the request assistance terminal user does not need to designate the remote assistance terminal when initiating the remote assistance request, and the remote assistance terminal with a short distance is preferentially matched, so that the time delay can be reduced, and the use experience of the user can be improved.
Further, the remote assistance terminal and the request assistance terminal are identified by using identification IDs;
and the identification ID is generated according to the chip IDs in the remote assistance terminal and the request assistance terminal.
From the above description, the identification ID is generated by the self-contained chip ID in the request assistance terminal and the remote assistance terminal, so that the uniqueness of the identification ID can be ensured, and meanwhile, the chip ID is not directly adopted as the identification ID, so that the safety of the system is improved.
Further, after the step S4, the method includes:
acquiring display output data of the request assistance terminal, and transmitting the display output data to a remote assistance terminal through the connection;
acquiring audio data and video data acquired by the request assistance terminal through an audio acquisition device and a camera thereof, and transmitting the audio data and the video data to the remote assistance terminal through the connection;
and acquiring audio data and video data acquired by the remote assistance terminal through an audio acquisition device and a camera of the remote assistance terminal, and transmitting the audio data and the video data to the request assistance terminal through the connection.
According to the above description, the request assistance terminal and the remote assistance terminal are provided with the audio and video acquisition device, so that an assistor at the remote assistance terminal can see the current screen of the request assistance terminal and can also perform video call with a user at the request assistance terminal, and communication during remote assistance is more visual and smooth.
Further, after the connection is established between the terminal requesting assistance and the remote assistance terminal matched with the terminal requesting assistance, the method includes:
updating the state table, and modifying the busy-free state of the remote assistance terminal matched with the request assistance terminal into busy state;
and acquiring the connection disconnection signal, updating the state table, and modifying the busy-idle state of the remote assistance terminal matched with the request assistance terminal into idle state.
According to the above description, the busy/idle state of the remote assistance terminal is updated in the state table in time according to whether the on-line remote assistance terminal is connected with the request assistance terminal, so that the remote assistance terminal disconnected from the request assistance terminal can be re-matched in time, and the utilization rate of the remote assistance terminal is improved.
Referring to fig. 2, a remote assistance matching terminal includes a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor executes the computer program to implement the following steps:
s1, establishing an information table, wherein the information table stores service types corresponding to a plurality of remote assistance terminals;
s2, establishing a state table, wherein the state table stores busy and idle states of each remote assistance terminal;
s3, receiving a remote assistance request initiated by a request assistance terminal, wherein the remote assistance request comprises the service type of the request assistance terminal, and the remote assistance request does not need to specify the remote assistance terminal;
s4, selecting a remote assistance terminal matching the request assistance terminal from the plurality of remote assistance terminals according to the service type of the request assistance terminal, the service type corresponding to each remote assistance terminal in the information table, and the busy/idle state corresponding to each remote assistance terminal in the state table.
The invention has the beneficial effects that: setting an information table to store service types corresponding to a plurality of remote assistance terminals, simultaneously bringing self service types into a remote assistance request when the request assistance terminal sends the remote assistance request, not specifying the remote assistance terminal in the remote assistance request, only needing to perform preliminary matching between the request assistance terminal and the remote assistance terminal according to the service types in the remote assistance request and the service types of the plurality of remote assistance terminals stored in the information table, simultaneously setting a state table to store busy and idle states of the remote assistance terminals, selecting from the preliminarily matched remote assistance terminals according to the busy and idle states, finally completing one-to-one matching between the request assistance terminal and the remote assistance terminal, wherein the request assistance terminal only needs to attach self service types in the remote assistance request without specifying the remote assistance terminal, the efficiency of remote assistance is improved.
Further, the information table in S1 further stores the geographic location corresponding to each remote assistance terminal;
the state table in S2 further stores the online state corresponding to each remote assistance terminal;
the remote assistance request in S3 further includes the geographical location of the terminal requesting assistance;
the S4 specifically includes:
s41, determining a first remote assistance terminal set which is the same as the service type of the request assistance terminal according to the service type of the request assistance terminal in the remote assistance request and the service type corresponding to each remote assistance terminal stored in the information table;
s42, determining an online remote assistance terminal in the first remote assistance terminal set according to the first remote assistance terminal set and the online status of each remote assistance terminal stored in the status table, and generating a second remote assistance terminal set;
s43, determining a remote assistance terminal whose busy/idle state is idle in the second remote assistance terminal set according to the second remote assistance terminal set and the busy/idle state of each remote assistance terminal stored in the state table, and generating a third remote assistance terminal set;
s44, determining a remote assistance terminal closest to the request assistance terminal according to the third set of remote assistance terminals, the geographical location of each remote assistance terminal stored in the information table, and the geographical location of the request assistance terminal in the remote assistance request, and using the remote assistance terminal as the remote assistance terminal matched with the request assistance terminal;
and S45, establishing connection between the request assistance terminal and the remote assistance terminal matched with the request assistance terminal.
According to the above description, by judging the online state, busy-idle state and distance between the remote assistance terminal and the request assistance terminal, one remote assistance terminal is selected from the plurality of remote assistance terminals to be matched with the request assistance terminal initiating the remote assistance request, the request assistance terminal user does not need to designate the remote assistance terminal when initiating the remote assistance request, and the remote assistance terminal with a short distance is preferentially matched, so that the time delay can be reduced, and the use experience of the user can be improved.
Further, the remote assistance terminal and the request assistance terminal are identified by using identification IDs;
and the identification ID is generated according to the chip IDs in the remote assistance terminal and the request assistance terminal.
From the above description, the identification ID is generated by the self-contained chip ID in the request assistance terminal and the remote assistance terminal, so that the uniqueness of the identification ID can be ensured, and meanwhile, the chip ID is not directly adopted as the identification ID, so that the safety of the system is improved.
Further, after the step S4, the method includes:
acquiring display output data of the request assistance terminal, and transmitting the display output data to a remote assistance terminal through the connection;
acquiring audio data and video data acquired by the request assistance terminal through an audio acquisition device and a camera thereof, and transmitting the audio data and the video data to the remote assistance terminal through the connection;
and acquiring audio data and video data acquired by the remote assistance terminal through an audio acquisition device and a camera of the remote assistance terminal, and transmitting the audio data and the video data to the request assistance terminal through the connection.
According to the above description, the request assistance terminal and the remote assistance terminal are provided with the audio and video acquisition device, so that an assistor at the remote assistance terminal can see the current screen of the request assistance terminal and can also perform video call with a user at the request assistance terminal, and communication during remote assistance is more visual and smooth.
Further, after the connection is established between the terminal requesting assistance and the remote assistance terminal matched with the terminal requesting assistance, the method includes:
updating the state table, and modifying the busy-free state of the remote assistance terminal matched with the request assistance terminal into busy state;
and acquiring the connection disconnection signal, updating the state table, and modifying the busy-idle state of the remote assistance terminal matched with the request assistance terminal into idle state.
According to the above description, the busy/idle state of the remote assistance terminal is updated in the state table in time according to whether the on-line remote assistance terminal is connected with the request assistance terminal, so that the remote assistance terminal disconnected from the request assistance terminal can be re-matched in time, and the utilization rate of the remote assistance terminal is improved.
Referring to fig. 1, a first embodiment of the present invention is:
a remote assistance terminal matching method specifically comprises the following steps:
s1, establishing an information table, wherein the information table stores service types (such as 01 represents a banking service handling self-service terminal, 02 represents a banking financing handling self-service terminal) and geographic positions corresponding to a plurality of remote assistance terminals;
s2, establishing a state table, wherein the state table stores busy and idle states of each remote assistance terminal;
wherein, the state table also stores the online state of the request assistance terminal sending the remote assistance request;
acquiring a login signal, updating the state table, modifying the online state of the remote assistance terminal sending the login signal into online according to the identification ID of the remote assistance terminal, and setting the initial value of the busy-idle state in the state table of the remote assistance terminal which just logs in to be idle;
updating the service type and the geographic position of the remote assistance terminal in the information table according to the identification ID of the remote assistance terminal;
s3, receiving a remote assistance request (i.e. a request assistance terminal logs in) initiated by a request assistance terminal, where the remote assistance request includes a service type of the request assistance terminal, and the remote assistance request does not require to specify a remote assistance terminal;
the remote assistance request also comprises the geographical position of the request assistance terminal;
in an optional implementation manner, an information table of a request assistance terminal is established, and the service type and the geographic position of the request assistance terminal are stored;
referring to fig. 3, in an alternative embodiment, a remote assistance device is provided, the remote assistance device is directly connected to the request assistance terminal through a connection line, and the remote assistance device collects and transmits a service type and geographical location information of the request assistance terminal;
s4, selecting a remote assistance terminal matched with the request assistance terminal from the plurality of remote assistance terminals according to the service type of the request assistance terminal, the service type corresponding to each remote assistance terminal in the information table and the busy/idle state corresponding to each remote assistance terminal in the state table;
after S4, including:
acquiring display output data of the request assistance terminal, and transmitting the display output data to a remote assistance terminal through the connection;
referring to fig. 3, in an alternative embodiment, the remote assistance device acquires screen image data by using a display output (VGA, HDMI, DP, DVI, etc.) interface of the assistance-requesting terminal as a data input in a hardware screen capture manner, compresses the image data by using an image coding technique, and transmits the image data to the remote assistance terminal in a network manner; meanwhile, one path of display output is copied and is provided for a display of the request assistance terminal to display, the acquisition of the screen image can be realized without installing third-party software on the request assistance terminal, and application scenes with high safety requirements such as banks are met;
acquiring audio data and video data acquired by the request assistance terminal through an audio acquisition device and a camera thereof, and transmitting the audio data and the video data to the remote assistance terminal through the connection;
acquiring audio data and video data acquired by the remote assistance terminal through an audio acquisition device and a camera of the remote assistance terminal, and transmitting the audio data and the video data to the request assistance terminal through the connection;
the method comprises the steps that audio and video of a user using a request assistance terminal are collected through a remote assistance device connected with the request assistance terminal;
the remote assistance terminal transmits the mouse movement data to the remote assistance device through the connection, and the remote assistance device feeds the mouse movement data back to the request assistance terminal through a connecting line (which can be a USB line) between the remote assistance terminal and the request assistance terminal;
the remote assistance terminal and the request assistance terminal are identified by identification IDs;
the identification ID is generated according to chip IDs in the remote assistance terminal and the request assistance terminal;
in the request assistance terminal information table, the information table and the state table, each request assistance terminal and each remote assistance terminal are identified according to the identification ID;
a certain rule can be set, the chip ID is used as an input value, and an output value passing through the rule is used as the identification ID;
the hardware manufacturer can write the identification ID into a specific position of a disk according to an ID management system of the hardware manufacturer, the attribute of the identification ID is read only and cannot be lost due to factory restoration of a user, and the identification ID is used for uniquely identifying the request assistance terminal and the remote assistance terminal.
The second embodiment of the present invention is a remote assisted matching method, which is different from the first embodiment in that:
the S4 specifically includes:
s41, determining a first remote assistance terminal set which is the same as the service type of the request assistance terminal according to the service type of the request assistance terminal in the remote assistance request and the service type corresponding to each remote assistance terminal stored in the information table;
s42, determining an online remote assistance terminal in the first remote assistance terminal set according to the first remote assistance terminal set and the online status of each remote assistance terminal stored in the status table, and generating a second remote assistance terminal set;
s43, determining a remote assistance terminal whose busy/idle state is idle in the second remote assistance terminal set according to the second remote assistance terminal set and the busy/idle state of each remote assistance terminal stored in the state table, and generating a third remote assistance terminal set;
s44, determining a remote assistance terminal closest to the request assistance terminal according to the third set of remote assistance terminals, the geographical location of each remote assistance terminal stored in the information table, and the geographical location of the request assistance terminal in the remote assistance request, and using the remote assistance terminal as the remote assistance terminal matched with the request assistance terminal;
s45, establishing connection between the request assistance terminal and the remote assistance terminal matched with the request assistance terminal;
monitoring the online states of an online remote assistance terminal and a request assistance terminal sending a remote assistance request regularly in a preset period; if the data packets sent by the remote assistance terminal and the assistance requesting terminal sending the remote assistance request are received at intervals of 30 seconds, if the data packets can be normally received, the online state is online, otherwise, the data packets wait for a preset time, if the data packets are received within the preset time, the online state is online, otherwise, the state table is updated, and the terminal is marked to be abnormally offline;
in an alternative embodiment, a helper information table may be provided in the remote helper terminal, the helper information table storing the service type of the helper service that logs in the remote helper terminal and the login time of the helper, and identifying each helper by a helper ID; storing the service type of the current login helper service in the information table as the service type of the current login of the helper terminal;
said S45 then includes:
updating the state table, and modifying the busy-free state of the remote assistance terminal matched with the request assistance terminal into busy state;
acquiring the connection disconnection signal, updating the state table, and modifying the busy-idle state of the remote assistance terminal matched with the request assistance terminal into idle state;
and acquiring a log-out signal, updating the state table, and modifying the online state of the remote assistance terminal sending the log-out signal to be offline.
Referring to fig. 3, a third embodiment of the present invention is:
the remote assistance matching method is applied to specific scenes:
when a user operates services on a bank self-service terminal (namely the request assistance terminal), the user encounters difficult problems and is not supported by field workers, and at the moment, a remote assistance request can be initiated through a remote assistance button (which can be hardware or software) provided on the self-service terminal;
the remote assistance device collects the identification ID, the service type and the geographical position information of the self-service terminal, generates a remote assistance request and sends the remote assistance request to the transfer server, the call queuing system receives the remote assistance request and matches an assistance end (namely the remote assistance terminal) with the self-service terminal, and the method specifically comprises the following steps:
a1, acquiring the assisting ends with the same service type from an information table according to the service type, and generating a first assisting end set;
a2, determining the online assisting ends in the first assisting end set according to the online states of the assisting ends stored in the state table, and generating a second assisting end set;
a3, determining the busy/idle state in the second assisting end set as an idle assisting end according to the busy/idle state of each assisting end stored in the state table, and generating a third assisting end set;
a4, determining an assisting end closest to the self-service terminal according to the geographical position of each assisting end stored in the information table and the geographical position of the self-service terminal in the remote assisting request;
the transfer server is connected with the self-service terminal and the assistance terminal, specifically, sends a request to the assistance terminal, wherein the request comprises information of the self-service terminal, so that an assistor logged in by the assistance terminal can obtain information such as a service type of the self-service terminal to be served, the transfer server obtains the request passing signal, establishes connection between the self-service terminal and the assistance terminal through an identification ID, and changes a busy and idle state of the assistance terminal corresponding to the identification ID in the state table into a busy state;
after the connection is established, the remote assistance device takes a display output (VGA, HDMI, DP, DVI and the like) interface of the self-service terminal as data input to acquire screen image data in a hardware screen capturing mode, compresses the image data by using an image coding technology, transmits the image data to a transfer server in a network mode, transmits the image data to a corresponding assistance end by the transfer server, receives mouse feedback data of the assistance end by the transfer server, transmits the mouse feedback data to the remote assistance device connected with the corresponding self-service terminal, and transmits the mouse feedback data by the remote assistance device through a USB (universal serial bus) connecting line;
meanwhile, the remote assistance device is provided with an audio and video acquisition device for acquiring audio and video data of a self-service terminal user, the audio and video data are sent to the assistance end through the connection established by the transfer server, the assistance end is provided with an audio and video acquisition device for acquiring the audio and video data of an assistant of the assistance end, and the audio and video data are sent to the remote assistance device through the connection established by the transfer server, so that audio and video conversation between the user and the assistant is realized.
Referring to fig. 2, a fourth embodiment of the present invention is:
a remote assisted matching terminal 1, said terminal 1 comprising a processor 2, a memory 3 and a computer program stored on the memory 3 and executable on said processor 2, said processor 2 implementing the steps of the first or second embodiment when executing said computer program.
In summary, the present invention provides a remote assistance matching method and a terminal, where a remote assistance request includes a service type and a geographic position of a request assistance terminal, an information table and a state table are set at the same time, the service type, the geographic position, an online state and a busy/idle state of the remote assistance terminal are stored, and according to the remote assistance request and the information table and the state table, one-to-one matching between the request assistance terminal and the remote assistance terminal is completed without the request assistance terminal specifying the remote assistance terminal in the remote assistance request; the information table is separated from the state table, the information table is updated when the remote assistance terminal logs in each time, the state table is updated in real time according to information such as connection conditions of the logged remote assistance terminal and the request assistance terminal, the request assistance terminal can be distributed in an idle state, the utilization rate of the remote assistance terminal is ensured, necessary factors for successful establishment of connection such as a busy/idle state and an online state are eliminated during matching, the geographical positions of the remote assistance terminal and the request assistance terminal are also considered, and the minimum time delay of connection is ensured; meanwhile, the service type of the service of the assistor logging in the remote assistance terminal is used as the service type of the remote assistance terminal, the service type which can be served by one assistance terminal is changed by the logged-in assistor, the method is more flexible, the method can adjust the assistor logged in the remote assistance terminal according to the change of the service type of the request assistance terminal contained in the sent remote assistance request, reduce the queuing time of the request assistance terminal, and ensure the high utilization rate of resources under the condition that the remote assistance connection can be established without the request assistance terminal specifying the remote assistance terminal.
The above description is only an embodiment of the present invention, and not intended to limit the scope of the present invention, and all equivalent changes made by using the contents of the present specification and the drawings, or applied directly or indirectly to the related technical fields, are included in the scope of the present invention.
Claims (10)
1. A remote assisted matching method, comprising the steps of:
s1, establishing an information table, wherein the information table stores service types corresponding to a plurality of remote assistance terminals;
s2, establishing a state table, wherein the state table stores busy and idle states of each remote assistance terminal;
s3, receiving a remote assistance request initiated by a request assistance terminal, wherein the remote assistance request comprises the service type of the request assistance terminal, and the remote assistance request does not need to specify the remote assistance terminal;
s4, selecting a remote assistance terminal matching the request assistance terminal from the plurality of remote assistance terminals according to the service type of the request assistance terminal, the service type corresponding to each remote assistance terminal in the information table, and the busy/idle state corresponding to each remote assistance terminal in the state table.
2. The remote assisted matching method of claim 1, wherein:
the information table in S1 further stores the geographical location corresponding to each remote assistance terminal;
the state table in S2 further stores the online state corresponding to each remote assistance terminal;
the remote assistance request in S3 further includes the geographical location of the terminal requesting assistance;
the S4 specifically includes:
s41, determining a first remote assistance terminal set which is the same as the service type of the request assistance terminal according to the service type of the request assistance terminal in the remote assistance request and the service type corresponding to each remote assistance terminal stored in the information table;
s42, determining an online remote assistance terminal in the first remote assistance terminal set according to the first remote assistance terminal set and the online status of each remote assistance terminal stored in the status table, and generating a second remote assistance terminal set;
s43, determining a remote assistance terminal whose busy/idle state is idle in the second remote assistance terminal set according to the second remote assistance terminal set and the busy/idle state of each remote assistance terminal stored in the state table, and generating a third remote assistance terminal set;
s44, determining a remote assistance terminal closest to the request assistance terminal according to the third set of remote assistance terminals, the geographical location of each remote assistance terminal stored in the information table, and the geographical location of the request assistance terminal in the remote assistance request, and using the remote assistance terminal as the remote assistance terminal matched with the request assistance terminal;
and S45, establishing connection between the request assistance terminal and the remote assistance terminal matched with the request assistance terminal.
3. The remote assistance matching method according to claim 1, wherein the remote assistance terminal and the request assistance terminal are identified by an identification ID;
and the identification ID is generated according to the chip IDs in the remote assistance terminal and the request assistance terminal.
4. The remote assisted matching method according to claim 2, wherein after the step S4, the method includes:
acquiring display output data of the request assistance terminal, and transmitting the display output data to a remote assistance terminal through the connection;
acquiring audio data and video data acquired by the request assistance terminal through an audio acquisition device and a camera thereof, and transmitting the audio data and the video data to the remote assistance terminal through the connection;
and acquiring audio data and video data acquired by the remote assistance terminal through an audio acquisition device and a camera of the remote assistance terminal, and transmitting the audio data and the video data to the request assistance terminal through the connection.
5. The remote assisted matching method according to claim 2, wherein the S45 is followed by:
updating the state table, and modifying the busy-free state of the remote assistance terminal matched with the request assistance terminal into busy state;
and acquiring the connection disconnection signal, updating the state table, and modifying the busy-idle state of the remote assistance terminal matched with the request assistance terminal into idle state.
6. A remote-assisted matching terminal comprising a memory, a processor and a computer program stored on the memory and executable on the processor, wherein the processor when executing the computer program implements the steps of:
s1, establishing an information table, wherein the information table stores service types corresponding to a plurality of remote assistance terminals;
s2, establishing a state table, wherein the state table stores busy and idle states of each remote assistance terminal;
s3, receiving a remote assistance request initiated by a request assistance terminal, wherein the remote assistance request comprises the service type of the request assistance terminal, and the remote assistance request does not need to specify the remote assistance terminal;
s4, selecting a remote assistance terminal matching the request assistance terminal from the plurality of remote assistance terminals according to the service type of the request assistance terminal, the service type corresponding to each remote assistance terminal in the information table, and the busy/idle state corresponding to each remote assistance terminal in the state table.
7. The remote-assistance matching terminal according to claim 6, wherein:
the information table in S1 further stores the geographical location corresponding to each remote assistance terminal;
the state table in S2 further stores the online state corresponding to each remote assistance terminal;
the remote assistance request in S3 further includes the geographical location of the terminal requesting assistance;
the S4 specifically includes:
s41, determining a first remote assistance terminal set which is the same as the service type of the request assistance terminal according to the service type of the request assistance terminal in the remote assistance request and the service type corresponding to each remote assistance terminal stored in the information table;
s42, determining an online remote assistance terminal in the first remote assistance terminal set according to the first remote assistance terminal set and the online status of each remote assistance terminal stored in the status table, and generating a second remote assistance terminal set;
s43, determining a remote assistance terminal whose busy/idle state is idle in the second remote assistance terminal set according to the second remote assistance terminal set and the busy/idle state of each remote assistance terminal stored in the state table, and generating a third remote assistance terminal set;
s44, determining a remote assistance terminal closest to the request assistance terminal according to the third set of remote assistance terminals, the geographical location of each remote assistance terminal stored in the information table, and the geographical location of the request assistance terminal in the remote assistance request, and using the remote assistance terminal as the remote assistance terminal matched with the request assistance terminal;
and S45, establishing connection between the request assistance terminal and the remote assistance terminal matched with the request assistance terminal.
8. The remote assistance matching terminal according to claim 6, wherein the remote assistance terminal and the request assistance terminal are identified by an identification ID;
and the identification ID is generated according to the chip IDs in the remote assistance terminal and the request assistance terminal.
9. The remote-assisted matching terminal according to claim 7, wherein after the step S4, the method includes:
acquiring display output data of the request assistance terminal, and transmitting the display output data to a remote assistance terminal through the connection;
acquiring audio data and video data acquired by the request assistance terminal through an audio acquisition device and a camera thereof, and transmitting the audio data and the video data to the remote assistance terminal through the connection;
and acquiring audio data and video data acquired by the remote assistance terminal through an audio acquisition device and a camera of the remote assistance terminal, and transmitting the audio data and the video data to the request assistance terminal through the connection.
10. The remote-assisted matching terminal of claim 7, wherein said S45 is followed by:
updating the state table, and modifying the busy-free state of the remote assistance terminal matched with the request assistance terminal into busy state;
and acquiring the connection disconnection signal, updating the state table, and modifying the busy-idle state of the remote assistance terminal matched with the request assistance terminal into idle state.
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