CN1588869A - Remote softwared service system - Google Patents
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- CN1588869A CN1588869A CN 200410080100 CN200410080100A CN1588869A CN 1588869 A CN1588869 A CN 1588869A CN 200410080100 CN200410080100 CN 200410080100 CN 200410080100 A CN200410080100 A CN 200410080100A CN 1588869 A CN1588869 A CN 1588869A
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Abstract
This invention relates to a remote software service system including a user terminal, a server end and its service end characterizing that the said user end includes a first communication module and a controlled end program module, the said server end includes a user acc module for receiving the service request and identity certification information sent by the first communication module of the user end, a database finishing the identity certification of the user end according to the information transferred by the said user group acc module and arraying the service request having passed through the identity certification, a second communication module finishing communication between the user and service ends and transferring the screen desk top interface or assigned program interface of the user end and order of the service including a third communication module and a control end program module.
Description
Technical field
The present invention relates to PC (PC) the Internet remote control technology, particularly a kind of remote softwared service system.
Background technology
The end user of computer uses computer to finish assigned work, must rely on the normal operation of operating system (OS), main flow PC operating system is the Windows series of MS now, when power is provided, also fragile unusually, can be because factors such as the Bug of system itself, user's misoperation, program conflict, disk error, virus outburst cause system crash, cause the forfeiture of all or part of function of operating system, directly influence the normal utilization of user computer, until causing computer to be paralysed fully.The work of backup responsible consumer document and restoration and reconstruction operating system and associated drives environment, professional knowledge that all needs and ability, this is that most of computer end users are not available.
Computer and correlation technique development thereof make except that minority computer professional rapidly, and most of computer users are not enough to tackle the problem that may occur in the application to understanding and grasping of computer knowledge, for example: install; Unloading; Configuration; Upgrading; The types of applications program, scanning disk, killing virus; Be provided with, drive new hardware, even optimize the WINDOWS system registry, repair impaired disk file, press for specialty support.
Existing tradition is method of service to the doorstep, needs service engineering teacher to be in the action, and implements professional service, can satisfy the demand of user software support and rescue, and still, its deficiency is: the service response cycle is long, cost of serving is high, region restriction etc. is arranged.
Summary of the invention
The objective of the invention is to, utilize the convenience of internet, by auxiliary operation system and remote control technology, overcome the yoke of active computer maintenance service in time, space, a kind of remote softwared service system that maintenance can be provided for the group of unprofessional user on a large scale is provided.
The remote softwared service system that technical scheme of the present invention provided as depicted in figs. 1 and 2, comprises user side, server end and service terminal thereof, it is characterized in that,
Described user side comprises: first communication module is used to realize the communication between user side and the server end; Controlled end program module is used to carry out server end and transmits the specialty of the service terminal that comes and control instruction, realizes remote support and rescue service;
Described server end comprises: User Access Module is used to receive service request and authentication information that the first communication module of user side sends; Database, the authentication information that is sent according to above-mentioned customer group access module is finished the authentication of user side, and the service request by authentication is sorted; Second communication module is finished communication between this user side and the service terminal according to the service request in the sequencing queue, and transmits the desktop screen interface of this user side synchronously or the specialty of designated program interface and service terminal is controlled instruction;
Described service terminal comprises: third communication module is used to realize the communication between service terminal and the server end; The control end program module, controlled end program module corresponding to above-mentioned user side, according to user side desktop screen interface or designated program interface that server end is transmitted, service terminal sends specialty and controls instruction, and this specialty is controlled instruction and sent to server end by third communication module.
Send connection request to user side by service terminal; Send connection by user side and permit service terminal; Send the Long-distance Control request to user side by service terminal; Send permission control by user side and permit service terminal.
Also comprise the service terminal access module in the described server end, be used to realize access, scheduling and feedback information between server end and the service terminal.
Described server end also comprises the remote speech module, is used to provide user side to be communicated with double-directional speech between the service terminal.
Adopt tunnel communication modes, agent way or point-to-point mode to be connected between described user side and the server end.
Adopt direct network connection mode, tunnel communication modes, agent way or point-to-point mode to be connected between described service terminal and the server end.
Described database also comprises the user profile scheduler module, is used to carry out inquiry, statistics and the record of user profile.
Described server end communication module under the communication tunnel style, is finished communication between user side and the service terminal by distributing Intranet IP address; Under agent way, the distribution PORT COM is finished the communication between this user side and the service terminal; Under point-to-point mode, provide public network IP to transmit the communication of finishing between this user side and the service terminal.
Described user side also comprises an auxiliary rescue operation systems, when master operating system collapse and paralysis, is used to start user side program, the controlled end program module of recovering user side and the function of first communication module.
Described auxiliary rescue operation systems is to be stored in CD, USB flash disk, hard disk or the embedded backup operation system that is stored in various storage mediums; be used to start the user side of master operating system collapse or paralysis; the identification type of hardware; finish hardware device drivers; guiding figure desktop environment; carry out network environment and detect and select concrete networking mode, send aid request and authentication information to server end.
Described networking mode is Modem dialing, ISDN, ADSL or LAN.
The communication of utilization network agent, network tunnel communication, the database user information management, full CD operating system, remote speech and remote control technology are realized connecting of customer group (serviced side) and engineer group (service side) by server end, management, link up and control, even the user still can utilize the auxiliary rescue operation systems of CD to start computer and link the Internet when paralysis of disk main system or collapse, make the engineer home-confined, can provide instant software application support service and instant system crash rescue service for end user thousands of miles away in service centre, the present invention can make service response time shorten dramatically, and reduces service cost greatly because having improved efficiency of service.
The invention has the advantages that, remote softwared service system of the present invention,
1, contain wide: to because system crash, the afunction that factors such as the defective of existing operating system itself, user's misoperation, program conflict, disk error, virus outburst cause, the computer that causes paralysis all can be implemented effective the rescue and serve.
2, summary responses: because service is implemented by the Internet, therefore when end user terminal transmission service request arrives engineer's end of service centre, be not subjected to the influence of the far and near factor of geographic distance, service engineering teacher can launch remote service when receiving end user's service request.
3, convenience: the end user is using full CD os starting computer hardware, when calling the rescue service, the work that drive hardware, link network, land service centre's access server, starts remote desktop and Long-distance Control is all carried out automatically, need not the additional any specialty operation of end user.
4, fail safe: the connection of setting up end user-server-service engineering teacher as required by agent way or tunnel protocol, technological means such as use confirms password, tunnel encrypted transmission, safety certificate affirmation realize the fail safe of communication, desktop images and concrete operations both sides cross-reference and end user have the technological means of the service of termination and leading operation permission to guarantee the fail safe of user's private information during by service.
5, low cost: owing to be based on the method for servicing of the Internet, can cross over the obstacle in space,, improve efficiency of service for the end user provides instant service, save a large amount of costs of labor simultaneously, brought the reduction of service charge because of the reduction of cost of serving.
Description of drawings
Fig. 1 is the hardware block diagram of remote softwared service system of the present invention
Fig. 2 is the schematic flow sheet of remote softwared service system of the present invention
Fig. 3 uses the schematic flow sheet of supporting embodiment for remote softwared service system of the present invention
Fig. 4 is the schematic flow sheet of remote softwared service system OS collapse rescue embodiment of the present invention
The operational flowchart that Fig. 5 starts and calls for two kinds of execution mode user sides of remote softwared service system of the present invention
Embodiment
The computer software that the present invention is suitable for a large amount of groups of unprofessional user in strange land provides instant application support and OS to collapse rescue immediately.For example: manufacturer computer provides paid computer software service support and rescue for end user group provides computer software after-sale service support and rescue, service company for a large number of users, and aspect such as system reconstructing support service, can substitute tradition service form to the doorstep.
Embodiment 1
As shown in Figure 3, utilize the present invention to realize the application support service of user computer: end user (serviced side) need dial by Modem, ISDN, ADSL, Lan, various networking modes such as broadband, sub-district insert the Internet (Internet), call client-side program (Client), by network agent mode (Proxy), tunnel communication mode (Virtual Private Network) is set up with the access server of service centre and is connected, after obtaining the port or Intranet IP address of access server distribution, by with database (Database) swap data of service centre, finish authentication, for the end user carries out collating sort.In the actual product, also remain service times and time inquiry, feed back service end information by the user profile scheduler module in the database.
Engineer (service side) is known the prompting of end user's service request by access server, enable serve end program, SO service order according to server-assignment, man-to-man by server end transfer connection end user, obtain the desktop picture synchronous with the end user, and by remote speech and text mode, carry out the communication exchange of voice and mode word with the end user, understand the concrete service request of end user, then after obtaining end user's permission, Long-distance Control end user's keyboard and mouse are carried out long-range specialty operation (Real TimeRemote Control) to end user's computer, help the end user to finish installation; Unloading; Configuration; Upgrading; The types of applications program, scanning disk, killing virus; Be provided with, drive new hardware, even optimize the WINDOWS system registry, repair application support performances such as impaired disk file, reach end user's service request.
Finish in the process of service role at concrete operations end user computer, by remote desktop (Remote Desktop) control technology, end user's computer screen changes and engineer's operating procedure flow process all is both sides' cross-references in real time, and can carry out the exchange and conmmunication of voice and literal at any time, but the end user has higher priority to operation, can complete monitoring and leading service engineering's teacher operation, service engineering's teacher end can call the service experience database at any time, service procedure and skill that inquiry is relevant, can also call the hardware driving and the tool storage room of service centre, use for reference service experience, utilize the auxiliary end user's of finishing of corresponding driving and instrument service needs, the service treated is reached, and by remote speech and literal after the end user confirms, can select service to finish by client or service end any one party, service end discharges the control to client, stop the connection of communicating by letter with the voice and the literal of client, client is finished the service quality evaluation to service centre's database, after system's self-clocking and the charging, interruption connects with service center server, closes corresponding PORT COM.
Embodiment 2
As shown in Figure 4, utilize the present invention to realize the OS collapse rescue service of user computer: end user (serviced side) paralyses or collapse because of operating system at computer, in the time of can't running well, use full CD operating system (LinuxLiveOnCD) not rely on computer hard disc, start the computer hardware of having paralysed already from the CD-ROM drive guiding, automatically finish system's guiding, automatically discern user computer hardware, hardware driving loads, automatically finish OS such as desktop system guiding and network environment detection and start function, and, adopt the automatic telephone dialing according to user's actual conditions, the modes such as IP (DHCP) or ADSL dialing of dynamically obtaining are surfed the Net.When setting up communication link, send authentification of user and service call request automatically with the service centre access server; By database information resource service and transfer server data relay, engineer (service side) is known the prompting of end user's service request by access server, enable serve end program, SO service order according to server-assignment, man-to-man connection end user, by remote desktop (RemoteFrame Buffer), obtain the desktop picture synchronous with the end user, and by setting up real-time voice communication (RealTimeVoice Communication), carry out the communication exchange of voice and mode word with the end user, understand the concrete service request of end user, then after obtaining end user's permission, Long-distance Control end user's keyboard and mouse, computer to the end user is carried out long-range specialty operation (RealTime Remote Control), and remote control end user's computer is finished partition table and detected (PartitionTable Detect), partition table is repaired (PartitionTable Recovery), data backup and recovery (DataBackup ﹠amp; Recovery), system backup and recovery (SystemBackup﹠amp; Recovery), system reducing (at the WindowsXP system) and virus killing (Antivirus) wait specialty collapse rescue to serve, and reaches end user's rescue requirement.Finish in the process of service role at concrete operations end user computer, by remote desktop (Remote Desktop) control technology, end user's computer screen changes and engineer's operating procedure flow process all is both sides' cross-references in real time, and can carry out the exchange and conmmunication of voice and literal at any time, but the end user has higher priority to operation, can complete monitoring and leading service engineering's teacher operation, service engineering's teacher end can call the service experience database at any time, service procedure and skill that inquiry is relevant, can also call the hardware driving and the tool storage room of service centre, use for reference service experience, utilize the auxiliary end user's of finishing of corresponding driving and instrument rescue needs, treat that OS system crash rescue service reaches, and by remote speech and literal after the end user confirms, can select service to finish by client or service end any one party, service end discharges the control to client, stop the connection of communicating by letter with the voice and the literal of client, client is finished the service quality evaluation to service centre's database, after system's self-clocking and the charging, interruption connects with service center server, closes end user's computer.
The specific operation process of above-mentioned two embodiment is described as follows, as shown in Figure 5,
One. start and call
The concrete techniqueflow of A, OS collapse rescue user:
The user puts into CD-ROM drive with full CD operating system, start, and full CD operating system realizes starting the computer that user's master operating system is paralysed according to following order, inserts the internet, the concurrent work that takes the request of affair:
1. start starts (LinuxliveonCD) with auxiliary rescue operation systems guiding
2. discern type of hardware (AutoHardwareDetect)
3. finish hardware device drivers
4. guide figure desktop environment (KDE)
5. network environment detects
6. select concrete networking mode according to testing result, link internet (dialing, ISDN, ADSL, LAN)
7. send aid request and authentication information to server end
Need not the user when more than working execution and implement the specialty operation
Concrete techniqueflow when B, software application support user:
1. start starts (Windows) with the master operating system guiding
2. after master operating system is normally finished system start-up, select to insert the concrete mode in the Internet (dialing, ISDN, ADSL, LAN)
3. call client-side program (Client), the call server end sends and supports request and authentication information
Two. server end transfer and access
Server end action and process:
1. server end at first be responsible for to insert customer group and engineer group, by following any-mode:
The customer group access server (sees that Fig. 2 numbers a)
A. communication tunnel style VPN (Virtual Private Network)
B. agent way (Proxy)
C. point-to-point (P2P)
Engineer group's access server (seeing that Fig. 2 numbers b)
The A.LAN associated mode
B. communication tunnel style VPN (Virtual Private Network)
C. agent way (Proxy)
D. point-to-point (P2P)
2. carry out authentication
3. user applies is dispatched-is passed through the user profile and the service log database of server end, finish:
A, service request is sorted
B, user profile inquiry: inquiring user residue service times and time
C, user profile statistics: statistics user's service features and characteristics
D, user profile record: record user's service evaluation and service content
4. the data dispatching feedback information is given user side notification service end engineer simultaneously
5. meanwhile, the server end burden is the middle rotating function of user and service end engineer communication:
A. distribute Intranet IP address (at VPN)
B. PORT COM (at Proxy)
C. provide public network IP to transmit (at P2P)
6. the remote speech service between user and service end engineer is provided
Three. implement Long-distance Control
In the Long-distance Control implementation process, user side and control end data transfer, by server end transfer of the present invention, forwarding, or the P2P direct connection is realized:
1. the user starts controlled end program, service engineering's teacher start-up control end program
2. send connection request to user side by service end
3. send to connect by user side and permit service end
4. both sides set up the double-directional speech connection by the remote speech program
5. transmit user side desktop screen interface or designated program interface to service engineering Shi Duan, both sides change synchronously
6. send the Long-distance Control request to user side by service end
7. being sent by user side allows control to permit service end
8. realize service engineering teacher by the Long-distance Control of service end, finish the professional service operation of appointment, reach user's rescue/support demand for services the user side user computer
9. service is finished, and interrupts Long-distance Control, withdraws from
In sum, the Internet remote softwared service system of PC of the present invention (PC), utilize internet communication technology, database technology, full CD operating system, remote control technology, can make needs the computer user group who uses collaboration to set up long-range the connection with the service engineering teacher group of specialty, the engineer is by the desktop demonstration of the Internet sharing users and Long-distance Control user's computation, according to the request that the user sends by remote speech, literal, remote control end user's computer is finished installation; Unloading; Configuration; Upgrading; The types of applications program, scanning disk, killing virus; Wooden horse is provided with, drives new hardware, even optimizes the WINDOWS system registry, repairs professional application support services such as impaired disk file; Also can make and the customer group that OS (operating system Operate System) collapse needing after the computer paralysis to cause obtaining rescuing help takes place set up long-range the connection with the professional service engineer group in strange land, the user uses fully and starts the computer of having paralysed based on the OS on the CD (LinuxLiveOnCD), link the Internet, the engineer is by the desktop demonstration of the Internet sharing users and Long-distance Control user's computation, pass through remote speech according to the user, the request that literal sends, remote control end user's computer are finished partition table and are detected, partition table is repaired, user's important data backup and recovery, system backup and recovery, the recovery system restoration point, online killing poison and specialty such as reconstruction operation system and associated drives environment collapse rescue service fully.Be applicable to that the software to a large amount of groups of unprofessional user in strange land provides instant application support, provide instant collapse rescue with OS, for example: manufacturer computer provides aspects such as paid computer software service support and rescue for end user group provides computer software after-sale service support and rescue, service company for a large number of users, can substitute tradition service form to the doorstep.
Claims (10)
1, a kind of remote softwared service system comprises user side, server end and service terminal thereof, it is characterized in that,
Described user side comprises:
First communication module is used to realize the communication between user side and the server end;
Controlled end program module is used to carry out server end and transmits the specialty of the service terminal that comes and control instruction, realizes remote support and rescue service;
Described server end comprises:
User Access Module is used to receive service request and authentication information that the first communication module of user side sends;
Database, the authentication information that is sent according to above-mentioned customer group access module is finished the authentication of user side, and the service request by authentication is sorted;
Second communication module is finished communication between this user side and the service terminal according to the service request in the sequencing queue, and transmits the desktop screen interface of this user side synchronously or the specialty of designated program interface and service terminal is controlled instruction;
Described service terminal comprises:
Third communication module is used to realize the communication between service terminal and the server end;
The control end program module, controlled end program module corresponding to above-mentioned user side, according to user side desktop screen interface or designated program interface that server end is transmitted, service terminal sends specialty and controls instruction, and this specialty is controlled instruction and sent to server end by third communication module.
2, according to the described remote softwared service system of claim 1, it is characterized in that, also comprise the service terminal access module in the described server end, be used to realize access, scheduling and feedback information between server end and the service terminal.
According to the described remote softwared service system of claim 1, it is characterized in that 3, described server end also comprises the remote speech module, be used to provide user side to be communicated with double-directional speech between the service terminal.
4, according to the described remote softwared service system of claim 1, it is characterized in that, adopt tunnel communication modes, agent way or point-to-point mode to be connected between described user side and the server end.
5, according to the described remote softwared service system of claim 4, it is characterized in that, adopt direct network connection mode, tunnel communication modes, agent way or point-to-point mode to be connected between described service terminal and the server end.
According to the described remote softwared service system of claim 1, it is characterized in that 6, described database also comprises the user profile scheduler module, be used to carry out inquiry, statistics and the record of user profile.
7, according to the described remote softwared service system of claim 1, it is characterized in that, described server end communication module,
Under the communication tunnel style, finish communication between user side and the service terminal by distributing Intranet IP address;
Under agent way, the distribution PORT COM is finished the communication between this user side and the service terminal; And
Under point-to-point mode, provide public network IP to transmit the communication of finishing between this user side and the service terminal.
8, according to the described remote softwared service system of claim 1, it is characterized in that, described user side also comprises an auxiliary rescue operation systems, when master operating system collapse and paralysis, is used to start user side program, the controlled end program module of recovering user side and the function of first communication module.
9, according to the described remote softwared service system of claim 8; it is characterized in that; described auxiliary rescue operation systems is to be stored in CD, USB flash disk, hard disk or the embedded backup operation system that is stored in various storage mediums; be used to start the user side of master operating system collapse or paralysis; the identification type of hardware is finished hardware device drivers, guiding figure desktop environment; carry out network environment and detect and select concrete networking mode, send aid request and authentication information to server end.
According to the described remote softwared service system of claim 9, it is characterized in that 10, described networking mode is Modem dialing, ISDN, ADSL or LAN.
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| CNB2004100801006A CN100459498C (en) | 2004-09-24 | 2004-09-24 | Remote softwared service system |
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| CNB2004100801006A CN100459498C (en) | 2004-09-24 | 2004-09-24 | Remote softwared service system |
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| CN1588869A true CN1588869A (en) | 2005-03-02 |
| CN100459498C CN100459498C (en) | 2009-02-04 |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN101114980B (en) * | 2007-09-12 | 2010-06-09 | 腾讯科技（深圳）有限公司 | Method and system for establishing instant communication relation |
| CN101808311A (en) * | 2010-04-02 | 2010-08-18 | 深圳市同洲电子股份有限公司 | System, device and method for upgrading wireless terminal software |
| CN102299896A (en) * | 2010-06-23 | 2011-12-28 | 深圳市傲冠软件股份有限公司 | Method and system for performing remote maintenance on personal electronic equipment |
| CN102377776A (en) * | 2011-10-14 | 2012-03-14 | 深圳市京华科讯科技有限公司 | Voice set top box device and implementation method thereof |
| WO2012100607A1 (en) * | 2011-01-27 | 2012-08-02 | 腾讯科技（深圳）有限公司 | Terminal desktop processing system, terminal, server and method |
| CN102761568A (en) * | 2011-04-27 | 2012-10-31 | 中兴通讯股份有限公司 | Remote control method and server |
| CN103049315A (en) * | 2012-12-18 | 2013-04-17 | 柏科数据技术（深圳）有限公司 | Method and system for remotely processing software package |
| CN103124983A (en) * | 2010-09-21 | 2013-05-29 | 电子湾有限公司 | Providing a marketplace for software services |
| CN104135569A (en) * | 2014-07-29 | 2014-11-05 | 三星电子（中国）研发中心 | Method for seeking for help, method for processing help-seeking behavior and smart mobile apparatus for seeking for help |
| CN107145404A (en) * | 2017-04-25 | 2017-09-08 | 广东电网有限责任公司信息中心 | A kind of desktop environment management method based on user |
| CN108429810A (en) * | 2018-03-15 | 2018-08-21 | 广东小天才科技有限公司 | A kind of remote-control method and system based on private tutor's equipment |
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| ATE239941T1 (en) * | 1999-07-16 | 2003-05-15 | Cast Co Inc | REMOTE SUPPORT SYSTEM |
| KR20020009650A (en) * | 2000-07-26 | 2002-02-02 | 김인광 | Method for remote controlling |
| CN1308868C (en) * | 2003-08-29 | 2007-04-04 | 四川微迪数字技术有限公司 | Method of remote control digital product internal inserted program |
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| CN101114980B (en) * | 2007-09-12 | 2010-06-09 | 腾讯科技（深圳）有限公司 | Method and system for establishing instant communication relation |
| CN101808311B (en) * | 2010-04-02 | 2013-06-05 | 深圳市同洲电子股份有限公司 | System, device and method for upgrading wireless terminal software |
| CN101808311A (en) * | 2010-04-02 | 2010-08-18 | 深圳市同洲电子股份有限公司 | System, device and method for upgrading wireless terminal software |
| CN102299896A (en) * | 2010-06-23 | 2011-12-28 | 深圳市傲冠软件股份有限公司 | Method and system for performing remote maintenance on personal electronic equipment |
| CN103124983A (en) * | 2010-09-21 | 2013-05-29 | 电子湾有限公司 | Providing a marketplace for software services |
| WO2012100607A1 (en) * | 2011-01-27 | 2012-08-02 | 腾讯科技（深圳）有限公司 | Terminal desktop processing system, terminal, server and method |
| CN102761568A (en) * | 2011-04-27 | 2012-10-31 | 中兴通讯股份有限公司 | Remote control method and server |
| CN102377776A (en) * | 2011-10-14 | 2012-03-14 | 深圳市京华科讯科技有限公司 | Voice set top box device and implementation method thereof |
| CN103049315A (en) * | 2012-12-18 | 2013-04-17 | 柏科数据技术（深圳）有限公司 | Method and system for remotely processing software package |
| CN104135569A (en) * | 2014-07-29 | 2014-11-05 | 三星电子（中国）研发中心 | Method for seeking for help, method for processing help-seeking behavior and smart mobile apparatus for seeking for help |
| CN104135569B (en) * | 2014-07-29 | 2016-05-11 | 三星电子（中国）研发中心 | The method of seeking help, method and the Intelligent mobile equipment that processing is sought help |
| CN107145404A (en) * | 2017-04-25 | 2017-09-08 | 广东电网有限责任公司信息中心 | A kind of desktop environment management method based on user |
| CN108429810A (en) * | 2018-03-15 | 2018-08-21 | 广东小天才科技有限公司 | A kind of remote-control method and system based on private tutor's equipment |
| CN108429810B (en) * | 2018-03-15 | 2021-06-25 | 广东小天才科技有限公司 | Remote control method and system based on family education equipment |
| CN110519396A (en) * | 2019-09-27 | 2019-11-29 | 福建师范大学 | A kind of mutual assistance system and method based on remote service |
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