JP2000215137A - Remote terminal control method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To prevent the third person who has no relation to intercept the contents of consultation service by allowing a proxy server to inform a customer terminal and a consultant terminal of a session ID at a connection request from the customer terminal. SOLUTION: The connection request message from the customer terminal 21000 is sent by a customer connection request message transmitting process 21100 to the proxy server 11000. The customer terminal 21000 reads out and executes remote control commands which are stored while related to the session ID. The proxy server 11000 informs a consultant terminal 12000 which is ready to communicate of the session ID, customer name, and customer telephone number. The consultant terminal 1200 stores the reported session ID and originates to the customer telephone 23000 through a consultant telephone 13000.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a network for allowing a counselor and a customer to directly interact with each other by telephone or videophone, and a network for sharing an electronic document including diagrams between the counselor terminal and the customer terminal. Regarding a remote service system that uses two lines at the same time, even if the customer terminal and the counselor terminal are protected by a firewall and communication between the terminals via the network is restricted, the counselor terminal and the customer terminal can communicate with each other. The present invention relates to a remote terminal control method for enabling remote control.

[0002]

BACKGROUND OF THE INVENTION Many banks offer remote customers
A remote service system has been introduced that provides services such as balance inquiry, transfer, and various service applications via communication lines such as telephones and the Internet. For example, there are a telephone banking system in which the above service can be used by telephone, an Internet banking system in which the above service can be used through the Internet, a personal computer banking in which the above service can be used through personal computer communication, and various service application systems by facsimile.

[0003] These systems have their respective characteristics depending on the type of line or communication terminal used. For example, a telephone used in a telephone banking system is a communication using only voice information, but has high line quality and reliability. on the other hand,
The Internet used for Internet banking is cheaper than a telephone and can easily provide a GUI environment using a web browser, but has the characteristics of being easily eavesdropped, and of low line quality and reliability. .

Therefore, there is an increasing demand for a remote service system that provides a higher quality remote service by utilizing a plurality of communication lines and communication terminals in combination at the same time and making use of the respective advantages. Among them, the remote service system that combines the telephone and the Internet shown above,
In recent years, it has attracted attention as a means of utilizing a communication infrastructure that is rapidly spreading in homes and offices.

In a remote service system combining a telephone and the Internet, a personal computer operated by a counselor present at a bank call center remotely controls a personal computer of a customer connected via the Internet to provide explanatory materials and repayment simulation data. And other documents are shared by consultants and customers. This allows the counselor to explain the products and services to be offered to customers by direct telephone conversation while sharing the explanatory materials with the customers. The explanation can be made easily.

[0006] Pointcast by Pointcast Japan (“Information and advertisement distribution system and method” described in JP-A-9-269923) transmits a control signal from a personal computer of a consultant (hereinafter abbreviated as a consultant terminal) to a customer terminal. Instead of sending a file, the remote control client application running on the customer terminal periodically writes the file containing the control commands on the pointcast server to the W
This is a push-type service system that acquires an e-document using the same communication protocol as that of an e-document and executes a control command on a client application.

[0007] By applying the present system to a remote consultation system, a consultant remotely controls a client application running on a customer terminal by changing a control command set in a server from a consultant terminal as appropriate. The customer and the counselor can share the same chart document.

The feature of the point cast is that HTT which is one of the representative communication protocols of the Internet is used.
Since P is used, pointcasting can be used in most network environments to which customer terminals are connected.

[0009]

A first problem of the above-mentioned prior art is that access to a control command to be referred to or updated by a customer terminal or a counselor terminal is not restricted.
Therefore, the contents of the consultation can be easily intercepted from a third party terminal other than the customer terminal and the consultant terminal using the consultation service using the conventional technology.

A first object of the present invention is to provide a remote terminal control method in which the contents of the consultation service are not easily intercepted by an unrelated third party.

A second problem of the prior art is that the point cast can remotely control the customer terminal from the consultant terminal, but cannot remotely control the consultant terminal from the customer terminal. Remote consultation by a remote service system requires a function for the customer to remotely control the counselor terminal and share chart documents, such as "I want you to explain the rules posted on this Web page." It is not feasible with technology.

A second object of the present invention is to provide a remote terminal control method applicable to a remote service system capable of not only remotely controlling a customer terminal from a consultant but also remotely controlling a consultant terminal from a customer. Is to do.

[0013] A third problem of the prior art is that there is no direct interactive means for sharing the chart document between the counselor terminal and the customer terminal in the prior art.

A third object of the present invention is to provide a remote terminal control method which can be applied to a remote service system in which a counselor terminal and a customer terminal can remotely communicate with each other by remotely controlling each other's terminals and sharing chart documents. On offer.

[0015]

According to the present invention, in order to achieve the first object, a mediation server issues a session ID in response to a connection request from a customer terminal, and transmits the session ID to a customer terminal and a counselor. Notifying the terminal, the customer terminal reads the remote control command in the session record associated with the session ID of the mediation server at a predetermined time interval after receiving the session ID from the mediation server, and A remote terminal control method, wherein after receiving the session ID, the counselor terminal writes a remote control command in the session record associated with the session ID of the mediation server according to the input of the input device.

According to the present invention, in order to achieve the second object, in addition to the remote terminal control method for achieving the first object, the customer terminal receives a session ID and then receives a remote control command from an input device. Sending the remote control command to the counselor terminal to which the same session ID as the session ID received by the customer has been notified, and executing the remote control command when the counselor terminal receives the remote control command. A method for controlling a remote terminal, comprising:

According to the present invention, in order to achieve the third object, in addition to the remote terminal control method for achieving the first or second object, a consultant can provide a telephone number of a customer from a customer terminal via a mediation server. A remote terminal control method comprising: notifying a terminal, controlling a consultant telephone connected to the consultant terminal, and calling the customer.

[0018]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS A remote service system to which a remote terminal control method according to a first embodiment of the present invention is applied will be described below.

(1) Device Configuration of Remote Service System FIG. 1 is a schematic diagram of a remote service system. This remote service system is used in a customer office (200
00), consultation center (10000) where consultants are present,
Customer office (20,000) and consultation center (1000)
0) and the telephone line (30)
0).

The customer office (20000) comprises a customer terminal (21000) to which a display device (21510) and an input device (21500) are connected, and a customer telephone (23000) that can be used simultaneously with the customer terminal by the customer. The customer terminal (21000) is connected to the Internet (200). Here, in this embodiment, only one set of customer telephones and customer terminals is described for the sake of simplicity, but the present invention is also applicable to a plurality of sets of customer telephones and customer terminals.

The consultation center (10000) has a display device (11810), an input device (11800), and a consultant telephone (130) which can be controlled from a consultant terminal (12000).
00) is connected to the counselor terminal (12000), and the counselor telephone (1300) which can be used simultaneously with the counselor terminal.
0) and the mediation server (11000). The counselor terminal (12000) is connected to the mediation server (22000) via the intranet (100). The mediation server (11000) is connected to the Internet (200). Here, in this embodiment, only one set of the counselor telephone and the counselor terminal are described for the sake of simplicity, but the present invention is also applicable to a plurality of sets of the counselor telephone and the counselor terminal.

In this embodiment, in order to simply explain the image of the service provided by the remote service system, a customer telephone (23000), a consultant telephone (13000), a telephone Although the remote service system including the line (300) has been described, the direct terminal means is not necessarily required to implement the remote terminal control method of the present invention.

(2) Connection Request from Customer Terminal As shown by the data flow (24100) in FIG. 1, the connection request message, which is a connection request from the customer terminal, is transmitted to the HT in the client connection request message transmission process (21100).
It is transmitted to the mediation server (11000) in the form of a TP request, and the mediation server connection request message reception processing (111)
00), the session ID is issued, and the session ID is returned to the customer terminal (21000) as a response message in the form of an HTTP response message.

The mediation server searches for a counselor terminal capable of talking, and sends a session I to the counselor terminal (12000).
Notify D, customer name and customer phone number.

The counselor terminal stores the session ID notified from the mediation server (11000), and stores the counselor telephone (1
3000) to the customer phone number. When the customer takes the customer telephone (23000), the counselor and the customer can pass by telephone.

The details will be described below.

(2-1) Customer connection request message transmission processing (customer terminal) As shown in FIG. 1, customer connection request message transmission processing (2)
1100) is a processing module included in the customer terminal (21000). When a connection request including the name of the customer and the telephone number of the customer telephone (23000) is input from the input device (21500), a customer connection request message transmission process (21100) is started. As shown in FIG.
The customer connection request message transmission process (21100) creates a connection request message including a message type, a customer name, and a telephone number in a connection request message creation process (21110).

FIG. 3 shows an example of a connection request message which is a character string expressed in the format of an HTTP request. In this message, "GET / CGI / SrvCnctRqstRcv?" Is information equivalent to the message type, and designates information specifying the transfer server connection request message reception process (11100), which is a process started when the transfer server receives this message. means. Following "name = JhoneSmith &" is customer name "Jhon
e Smith "," telnum = 0123-45-6789 \ n \ n "is the customer phone (2
3000) phone number “0123-45-6789”.

In the connection request message sending process, the connection request message generated in the above process is transmitted to the mediation server (110).
00) as an HTTP request. Here, this connection request message is delivered to the Internet (200) as an HTTP request.

(2-2) Mediation Server Connection Request Message Receiving Process (Mediation Server) As shown in FIG. 1, the mediation server connection request message receiving process (11100) is a processing module included in the mediation server (11000).

As shown in the data flow (24100), when the mediation server (11000) receives the connection request message, the mediation server connection request message reception processing (11100) is started.

As shown in FIG. 4, the mediation server connection request message receiving process (11100) includes a process step (11
In step 110), the counselor terminal connected to the mediation server (11000) is checked, and a counselor terminal that is not responding to a customer is searched. Processing step (1) when there is no available consultant
1120), H of the data flow (24100)
A connection reject message is transmitted to the customer terminal (21000) as a TTP response. If there is an available consultant, the processing step (11130) is performed. In this embodiment, the consultant terminal (12000) is connected to the customer terminal (22000) in the following.
1000).

In the processing step (11130), a session ID which is an ID for serializing each connection request
Is issued. Here, "123" is used as the session ID.
4 "has been issued.

In the processing step (11140), the session ID (1131) is added to the session management table (11300) in FIG.
1) is “1234”, remote control command (11312)
Is added to the session record (11310) having an empty character string.

In the processing step (11150), as the session ID consultant notification processing, the session ID (114) is stored in the consultant terminal management table (11400) in FIG.
11) is “1234”, the terminal ID of the consultant (11312)
Adds a consultant terminal management record (11410) consisting of a consultant terminal ID (11412) which is a predetermined ID of the consultant terminal (12000). Here, the counselor terminal ID (11412) of the counselor terminal (12000) is set to "
ABC ".

In the processing step (11160), the data flow (241)
The session ID is transmitted to the customer terminal (21000) as the HTTP response of (00).

In the processing step (11170), the data flow (11
At 520), the session ID, the customer name, and the customer telephone number are notified to the consultant terminal (12000).

Here, the mediation server (11000) sends the consultant terminal (1200) via the intranet (100).
The simplest way to implement message communication with 0) is TCP / IP socket communication.

(2-3) Counselor Connection Request Message Reception Process (Counselor Terminal) As shown in FIG. 1, the counselor connection request message reception process (12100) is a processing module included in the counselor terminal (12000). .

When the consultant terminal (12000) receives the session ID, the customer name, and the customer telephone number from the consultant terminal (12000) by the data flow (11520), the consultant terminal (12000) receives the consultant connection request message. The process (12100) is started.

The consultant connection request message receiving process (12)
100) first displays the session ID, customer name, and customer telephone number sent by the data flow (11520) on the display device (11810), stores the session ID in the memory of the consultant terminal, and calls the consultant telephone ( 1300
0) is controlled to make a call to the customer telephone number. When the customer takes the customer telephone (23000), the counselor and the customer can talk on the telephone.

(3) Remote control of the customer terminal from the consultant terminal The consultant terminal (12
000) receives the session ID, the customer name, and the customer telephone number from the consultant terminal (12000), and the customer terminal (21000) can be remotely controlled from the consultant terminal (12000). The remote control command from the counselor terminal is written in the session management table (11300) in association with the session ID via the mediation server remote control command writing process (11800).

The client terminal (21000) transmits a response request message consisting of the session ID to the transfer server remote control command reading process (11200) of the transfer server (11000) at regular time intervals, and stores the session request in the session management table (11300). The remote control command stored in association with the ID is read and executed by the customer terminal (21000).

The details will be described below.

(3-1) Counselor Remote Control Message Transmission Process (Counselor Terminal) As shown in FIG. 1, the counselor remote control message transmission process (12200) is a processing module included in the counselor terminal (12000). .

After the consultant terminal (12000) receives the session ID, the customer name, and the customer telephone number by the data flow (11520), a remote control command for remotely controlling the customer terminal (21000) is input from the input device (11800). If input, the consultant remote control message transmission processing (12200) performs a remote control message including the session ID and the remote control command stored in the consultant terminal (12000) as shown in the data flow (12300). Send it to the mediation server (11000).

FIG. 6 shows an example of a remote control message expressed in an HTTP request format. In this message, "GET / CGI / SrvRmCtrlCmdWrite?" Is information equivalent to the message type, and designates information specifying the mediation server remote control command writing process (11800), which is a process started when the mediation server receives this message. means.

"SessID = 1234 &" is the terminal of the consultant (1200
0) means the received session ID “1234”. ”PgChng = // www.hitachi.co.jp/index.html \ n \
n "is a remote control command for the customer terminal (21000), and a UR of" //www.hitachi.co.jp/index.html "
L on the display device (21510) of the customer terminal (21000). " The display device (215) of the customer terminal (21000) displays the Web document that the consultant refers to on the consultant terminal (12000).
10) A remote control command to be displayed can be transmitted.

(3-2) Mediation Server Remote Control Command Writing Process (Mediation Server) As shown in FIG. 1, the mediation server remote control command writing process (11800) is a processing module included in the mediation server (11000).

When the relay server (11000) receives the remote control message from the consultant terminal (12000) by the data flow (12300), the relay server (111000)
000) starts the mediation server remote control command writing process (11800).

The mediation server remote control command writing process (11800) is performed in the session management table (1130).
0), a session management record (11310) storing the same session ID (11311) as the received session ID “1234” is searched, and the received remote control command “PgChng = // www.hitachi.co .jp / inde
x.html ".

(3-3) Customer Response Request Message Transmission Process (Customer Terminal) As shown in FIG. 1, customer response request message transmission process (2)
1200) is a processing module included in the customer terminal (21000).

When the customer terminal (21000) receives the session ID according to the data flow (24200), the customer response request message transmission processing (21200) is started.

Customer response request message transmission processing (212)
00) transmits a response request message including a session ID at a predetermined time interval to a data flow (2420).
0), the data is transmitted to the mediation server (11000).

FIG. 5 shows an example of a response request message that is a character string expressed in the format of an HTTP request. In this message, "GET / CGI / SrvRmCtrlCmdRead?" Is information equivalent to the message type, and designates information that specifies the mediation server remote control command read process (11200), which is a process that is started when the mediation server receives this message. means. The following “SessID = 1234 \ n \ n” is the session ID received by the customer terminal (21000).
34 ".

(3-4) Mediation Server Remote Control Command Readout Process (Mediation Server) As shown in FIG. 1, the mediation server remote control command readout process (11200) is a processing module included in the mediation server (11000).

When the mediation server (11000) receives the response request message by the data flow (24200), the mediation server (11000) starts the mediation server remote control command reading process (11200).

The mediation server remote control command read processing (11200) executes the process of receiving the received session ID “123”.
A session management record (11310) in which the same session ID (11311) as “4” is stored is searched.
Remote control command “PgChng = // www.hitachi.co.jp/inde
x.html "and read H of the data flow (24200).
A remote control command is transmitted to the customer terminal (21000) as a TTP response.

(3-5) Customer Remote Control Command Receiving Process (Customer Terminal) As shown in FIG.
Reference numeral 300) denotes a processing module included in the customer terminal (21000).

When the customer terminal (21000) receives the remote control command according to the data flow (24200), the customer terminal (21000) activates a customer remote control command reception process (21300).

Customer remote control command reception processing (2130)
0) transmits the received remote control command to the customer terminal (2100).
0). In the present embodiment, as described in the above (3-1), the Web page of the URL “” //www.hitachi.co.jp/index.html ”is displayed on the display device (21510) of the customer terminal (21000). W "which can be referred from the Internet (200) to execute the command
The web page //www.hitachi.co.jp/index.html is acquired and displayed on the display device (21510).

As described above, in the above (3-1), the Web document referred by the consultant on the consultant terminal (12000) is displayed on the display device (21) of the customer terminal (21000).
By transmitting a remote control command to be displayed on the client terminal (12000) and the customer terminal (210).
00) is the same Web document //www.hitach
i.co.jp/index.html can be shared on the display device of each terminal. Also, as described in the above (2-3), the consultant telephone (13000) and the customer telephone (2300)
Since call 0) is possible, the consultant and the customer can consult each other by telephone while referring to the same explanation document on each terminal.

A remote service system to which a remote terminal control method according to a second embodiment of the present invention is applied will be described below.

(4) Remote operation of the counselor terminal from the customer terminal In the first embodiment, the counselor operates the customer terminal (2100
By controlling 0), the counselor displayed an explanation document to be shared with the customer on the customer terminal (21000). However, sometimes, the customer uses the counselor terminal (12000)
, It may be necessary for the customer to display an explanation document that the customer wants to share with the consultant on the consultant terminal (12000).

In the following, a customer terminal (1200)
0) is transmitted to the mediation server (11000) in the form of an HTTP request, distributed to the counselor terminal (12000) via the mediation server (11000), and included in the remote control message at the counselor terminal (12000). By executing the remote control command
A process for remotely controlling the counselor terminal will be described.

(4-1) Customer Remote Control Message Transmission Process (Customer Terminal) As shown in FIG. 1, customer remote control message transmission process (2)
1400) is a processing module included in the customer terminal (21000).

After the customer terminal (21000) receives the session ID, the customer name, and the customer telephone number by the data flow (24100), a remote control command for remotely controlling the consultant terminal (12000) is input from the input device (21500). When input, the client remote control message transmission process (21400) performs the remote control message including the session ID notified to the customer terminal (21000) and the remote control command as shown in the data flow (24300) by the mediation server. (11000).

FIG. 7 shows an example of a remote control message expressed in the format of an HTTP request. In this message, "GET / CGI / SrvRmCtrlCmdRsv?" Is information equivalent to the message type, and designates information specifying the relay server remote control message reception process (11900), which is a process started when the relay server receives this message. means.

"SessID = 1234 &" is a customer terminal (21000)
Means “1234” which is the received session ID. "PgChng = // www.hitachi.co.jp/index.html\n\n" is a remote control command for the counselor terminal (12000), and "" //www.hitachi.co.jp/index.html " UR
L on the display device (11810) of the consultant terminal (12000). " The display device (118) of the consultant terminal (12000) displays the Web document that the customer refers to on the customer terminal (21000).
10) A remote control command to be displayed can be transmitted.

(4-2) Mediation Server Remote Control Message Reception Process (Mediation Server) As shown in FIG. 1, the mediation server remote control message reception process (11900) is a processing module included in the mediation server (11000).

When the relay server (11000) receives the remote control message from the customer terminal (21000) by the data flow (24300), the relay server (111000)
000) is the mediation server remote control message reception process (1
1900).

The relay server remote control message receiving process (11900) performs the same session ID as the session ID “1234” received in the counselor terminal management table.
Terminal management record (1141) in which is stored
0) is searched, and the counselor terminal I which is the ID of the counselor terminal (12000) associated with the customer terminal (21000)
Read D.

Based on this counselor terminal ID, the remote control command “PgChng = // www.hitachi.co.jp/index.html” is transmitted to the counselor terminal (12000) as shown in the data flow (11530). Send to Here, as described in (2-2), the mediation server (11000) and the consultant terminal (1)
When the TCP / IP socket communication is used for the communication during the period 2000), the IP address can be used as the counselor terminal ID for uniquely identifying the counselor terminal of the communication destination.

(4-3) Counselor Remote Control Command Receiving Process (Counselor Terminal) As shown in FIG.
2500) is a processing module included in the consultant terminal (12000).

When the consultant terminal (12000) receives the remote control command from the mediation server (11000) by the data flow (11530), the consultant terminal (120)
00) is a consultant remote control command reception process (1250)
Start 0).

Counselor remote control command reception processing (125
00) transmits the received remote control command to the consultant terminal (12
000). In the present embodiment, as described in the above (4-1), the Web page of the URL “” //www.hitachi.co.jp/index.html ”is stored in the consultant terminal (12000).
Is displayed on the display device (11810) of the Web site ", and is a Web page that can be referenced from the Internet (200) via the in-house network (100) //www.hitachi.co.jp/index. get html,
It is displayed on the display device (11810).

As described above, in the above (4-1), the Web document referred to by the customer at the customer terminal (21000) is displayed on the display device (118) of the consultant terminal (12000).
10) by transmitting a remote control command to be displayed on the customer terminal (21000) and the consultant terminal (1200).
0) is the same Web document //www.hitachi.
co.jp/index.html can be shared on the display device of each terminal. Also, as described in the above (2-3), the consultant telephone (13000) and the customer telephone (2300)
Since call 0) is possible, the consultant and the customer can consult each other by telephone while referring to the same explanation document on each terminal.

[0078]

As a first effect of the present invention, the mediation server remote control command reading process of the mediation server is
Since the access to each control command to be referred and updated by the customer and the consultant is distinguished by the session ID, the customer terminal can be remotely controlled from the consultant terminal without a third party who does not know the session ID intercept the consultation contents. It can be controlled.

The second effect of the present invention is that the remote control command for the counselor terminal is transmitted from the client terminal to the mediation server by HTTP, and the session ID is transmitted.
Can be remotely controlled from the customer terminal without being intercepted by a third party who does not know the terminal.

As a third effect of the present invention, the telephone number of the customer is notified from the customer terminal to the counselor terminal via the mediation server, and the counselor telephone connected to the counselor terminal is controlled to call the customer. Is transmitted, the consultant and the customer can consult each other by telephone while referring to the same explanation document on each other's terminal without being intercepted by a third party who does not know the session ID.

[Brief description of the drawings]

FIG. 1 is a diagram showing a remote service system of the present invention.

FIG. 2 is a PAD diagram of a customer connection request message transmission process.

FIG. 3 is a diagram showing a connection request message.

FIG. 4 is a diagram illustrating a PA of a relay server connection request message receiving process.
FIG.

FIG. 5 is a diagram showing a response request message.

FIG. 6 is a diagram showing a remote control message.

FIG. 7 is a diagram showing a remote control message.

[Explanation of symbols]

100: Intranet, 200: Internet, 3
00: telephone line, 10,000: consultation center, 11100
~ 11200 ... Processing module of mediation server, 1180
0-11900 ... Processing module of mediation server, 113
00 to 11312 ... session management table and session record, 1140 to 11412 ... consultant terminal management table, 1150 to 11610 ... data flow, 11800 ... input device, 11810 ... display device, 1
2000: Counselor terminal, 12100 to 12500: Counselor terminal processing module, 13000: Counselor telephone, 2
0000: customer office, 21000: customer terminal, 21
100-21400: processing module of customer terminal, 21
500 input device, 21510 display device, 23000
... customer telephone, 24100-24300 ... data flow.

 ──────────────────────────────────────────────────続 き Continued on the front page (72) Inventor Rie Aoki 890 Kashimada, Saiwai-ku, Kawasaki-shi, Kanagawa Prefecture Hitachi Information Systems Division (72) Inventor Hirotaka Mizuno 1099 Ozenji, Aso-ku, Aso-ku, Kawasaki City, Kanagawa Prefecture F-term in Hitachi, Ltd. System Development Laboratory (reference) 5B055 BB04 BB12 EE01 EE12 EE17 HA13 JJ05 PA02 5B089 GA11 GA21 GB03 HA10 JA03 JA35 JB02 JB10 KA17 KC15 KC30 KC44

Claims (3)

[Claims] When a connection request is input by an input device of a customer terminal, the customer terminal transmits a connection request message to a mediation server, and the customer server receives the connection request message. Session I, which is an ID for serializing each connection request
D is issued and the session ID is stored in the session management table.
And a response record, and a mediation server connection request message receiving process for notifying the client terminal and the counselor terminal of the session ID. After the client terminal receives the session ID, the session I
D: sending a response request message consisting of D to the mediation server at a predetermined time interval, a client response request message transmitting process, and when the mediation server receives the response request message, a session ID included in the response request message is searched for The mediation server remote control command reading process of transmitting the remote control command included in the session record including the same session ID to the client terminal by searching the session management table, and when the client terminal receives the remote control command, The client remote control command receiving process of executing the remote control command at the customer terminal. If the remote control command is input by the input device of the consultant terminal after the session ID is notified from the mediation server to the consultant terminal, The consultant terminal sends the session I to the mediation server.
A counselor remote control message transmission process for transmitting a remote control message including D and the remote control command to the mediation server; A remote control command writing process for searching a session management table and writing a remote control command included in the remote control message in a session record including the same session ID. 2. The remote terminal control method according to claim 1, wherein, as an alternative to the relay server connection request message receiving process, when the relay server receives the connection request message, the session is an ID for serializing each connection request. ID is issued, a session record including a session ID and a response message is added to the session management table, the session ID is notified to the customer terminal and the counselor terminal, and the counselor terminal that notifies the session ID and the session ID is provided. Server connection request message receiving process for adding a counselor terminal management record consisting of the counselor terminal ID to the counselor terminal management table. After the session ID is notified from the intermediary server to the customer terminal, the input device of the customer terminal When a remote control command is input, the customer terminal Transmitting a remote control message including the session ID and the remote control command to the mediation server; and transmitting the remote control message from the client terminal to the session included in the remote control message when the mediation server receives the remote control message from the customer terminal. The counselor terminal management table is searched using the ID as a search key, the counselor terminal ID included in the counselor terminal management record including the same session ID is read, and the counselor terminal ID is assigned to the counselor terminal assigned. A mediation server remote control message receiving process for transmitting a remote control command included in the remote control message, a counselor remote executing the remote control command at the counselor terminal when the remote control command counselor terminal receives the command from the mediation server A remote terminal control method comprising a control command receiving process. 3. A remote terminal control method according to claim 1 or 2, wherein a connection request including a customer's telephone number is input by an input device of the customer terminal as an alternative to the customer connection request message transmission process. As an alternative to the client connection request message sending process in which the customer terminal sends a connection request message to the mediation server and the mediation server connection request message receiving process, when the mediation server receives the connection request message, each connection request is serialized. I
D, a session record including a session ID and a response message is added to a session management table, the session ID is notified to the customer terminal, and a customer telephone number included in the session ID and the connection request message is added. An intermediary server connection request message receiving process for notifying the counselor terminal of the number, and when the counselor terminal receives the session ID and the customer telephone number, controls the counselor telephone connected to the counselor terminal to provide the customer A remote terminal control method, comprising a consultant request message receiving process for calling a telephone number.