JP2002247220A - Terminal maintenance support device - Google Patents

Abstract

PROBLEM TO BE SOLVED: To continue a service by selecting and establishing a user terminal which has reported the occurrence of a trouble speedily. SOLUTION: This device consists of a manager server 2 for maintaining and managing the user terminal by remote control through a network 9, a database 7 for operation management which stores operation management information including the terminal ID of each user terminal 6, and a telephone number terminal ID comparing table 8 storing the comparing table of the terminal ID of the user terminal and the telephone number of the telephone set arranged in the neighborhood of the terminal. The server 2 obtains at least the telephone number of a call-originator of a speech received by the side of the server from an exchange 1, retrieves the database 8 based on the obtained telephone number of the call-originator and displays the candidate of the terminal 4 of the object of maintenance management.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a terminal maintenance support apparatus and a support method, and more particularly to a terminal maintenance support apparatus and a support method capable of easily searching for a troubled user terminal.

[0002]

2. Description of the Related Art Conventionally, when a terminal connected to a network is maintained and managed by an operation management section, a user first contacts a telephone or the like to indicate that a trouble has occurred. It was common to go to the site where the problem was solved. Recently, there is a case where a problem can be solved through a network by remotely operating a user terminal from a terminal of an administrator via a network without having to go to the user.

[0003]

However, in the above conventional method, when a user reports a trouble by telephone,
In order to perform the remote control, the administrator needs to start up the management screen of the administrator server, find the terminal of the user who made the call from the management screen, and connect to the terminal.
For this reason, when the number of managed user terminals is large, it is difficult to quickly find and respond.

The present invention has been made in view of the above problems, and provides a terminal maintenance support device and a support method capable of promptly selecting and confirming a user terminal that has reported a trouble occurrence and continuing the service.

[0005]

The present invention employs the following means in order to solve the above-mentioned problems.

[0006] An administrator server for maintaining and managing user terminals by remote operation via a network, an operation management database storing operation management information including a terminal ID of each user terminal, and a terminal for the user terminal. A telephone number terminal ID comparison table database storing a comparison table of IDs and telephone numbers of telephones arranged in the vicinity of the terminal, wherein the administrator server has at least a caller telephone number of a call received on the server side. Is obtained from the exchange, the telephone number terminal ID comparison table database is searched based on the obtained caller telephone number, and the candidate of the user terminal to be maintained / managed is displayed.

[0007]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS A first embodiment of the present invention will be described below with reference to FIGS. FIG. 1 is a diagram showing a terminal maintenance support device according to an embodiment of the present invention.

Normally, an organization such as a company has an extension telephone network and a LAN (Local Area Network) 9.
And a computer network system including a router 3 and the like. In the computer network system, the trouble can be solved (maintenance work) for the user by the remote control system using the network as described above.

The extension telephone network is generally controlled by an extension telephone exchange 1 installed in the organization. In this case, each telephone 4 connected to the extension telephone network is assigned a unique telephone number within the organization.

On the other hand, the computer network is a network independent of the extension telephone network, and a plurality of user terminals 6 and servers 2 connected to this network are assigned unique identification numbers in the network. Since the Internet technology has been widely and generally adopted in the computer network, a series of address numbers called "IP addresses" are used as identification numbers of terminals or servers.

[0011] Therefore, the number uniquely assigned to the extension telephone network and the IP address uniquely assigned to the computer network usually have no relation to each other, and any one of them is connected to another network nearby. The identification number of the other terminal or telephone cannot be deduced.

In recent years, CTI (Computer)
Telephone Integration technology has become widespread. Using this technique, the telephone exchange can notify the computer system of the telephone number of the caller who has called a particular telephone in the extension telephone network. At this time, the computer system creates, for example, a comparison table between the telephone numbers of the telephones installed in the extension telephone network and the IP addresses of the terminals or servers in the computer network, and stores the created comparison table in the telephone number terminal. By registering it as the ID comparison table database 8, it becomes possible to guess the IP address of a terminal in the vicinity using the telephone number of the other party who made a specific telephone call as a key.

That is, according to the present invention, by using the CTI technology, when a user receives a telephone call for an inquiry to a system administrator, the terminal 6 used by the user can be used. It can be inferred from the telephone number of the telephone 4 which is located. Then, the estimated several terminals are displayed as candidates on the display of the administrator server.

When it becomes necessary to connect the remote operation function to the user terminal 6 for troubleshooting, the administrator server selects a user terminal from the terminal candidates displayed on the screen of the administrator server. Can be easily connected.

That is, when a user using the terminal 6 connected to the network encounters a trouble,
The trouble can be solved quickly using the remote control system. In the remote operation system, the administrator server 2 used by the administrator is connected to the terminal 6 used by the user through a wired or wireless line, and the user terminal 6 can be operated from the administrator server 2.

In order to manage the entire system using a remote control function and a monitoring function in a remote control system using LAN 9 as shown in FIG. 1, at least one manager server 2 is required in the system. The administrator server 2 manages the IP address of the terminal managed by the system, and if a problem occurs, selects the user terminal 6 to be connected from the managed IP address, connects to the remote terminal, and connects to the remote terminal. Maintenance can be performed by operation.

A plurality of user terminals 6 to be managed must have a function for receiving this remote operation. The mounting method includes software installation or hardware function incorporation, and a combination of both methods. In a general computer system, software for remote operation is often installed and installed. However, when the terminal is a small device such as a mobile terminal or a mobile phone, the terminal may be installed in hardware. With this remote control function, when there is a connection request from the administrator server 2 to the terminal, connection can be made and the problem can be solved according to instructions from the server.

In the case of performing a remote operation, the method of instructing the operation is to input an operation command from the administrator server 2 to the user terminal 6 by characters, and to reply to the operation from the user terminal 6 depending on the operation content. How to operate by displaying on the display screen of the administrator server, or the administrator server 2
There is a method of displaying the screen information displayed on the display device by the user terminal 6 to be operated on the display screen of, and operating the terminal by operating the displayed screen.

FIG. 2 is a diagram for explaining the details of the telephone exchange 1, the administrator server 2 and the user terminal 6 shown in FIG. 1. The telephone exchange 1 has a CTI in addition to the ordinary telephone exchange means 12. A telephone number notifying unit 11 for notifying the administrator server of the telephone number of the telephone that has made the current call is installed. The administrator server 2 has a communication control unit 21 for communicating with the user terminal 6, a remote operation server unit 22, a CTI linking unit 23 for receiving a telephone number from the telephone exchange 1 by a CTI function, and a screen display. Screen display means 24, data search means 25, and operation management means 26 for performing operation management of the entire system.
The data search means 25 stores the operation management database 7 storing the data shown in FIG. 12, such as the IP address, machine name, and user name of each user terminal to be managed, and FIG.
Can be retrieved from the telephone number terminal ID comparison table database 8 shown in FIG. The user terminal 6 includes a communication control unit 61 for communicating with the administrator server 2 and a remote operation client unit for receiving an instruction from the remote operation server unit of the administrator server and actually performing work in the terminal. 62, a terminal function realizing means 63 for realizing various functions in each terminal is mounted.

FIG. 3 is a diagram showing a maintenance procedure by remote control. First, in step 1101, the administrator server 2 is started and the system is started. Step 110
In 2, the administrator server 2 receives failure occurrence information generated in the user terminal. As a means for the user to notify the operation manager that "failure has occurred", a notification function, e-mail or telephone in a remote operation client included in the user terminal 6 can be used. . However, since a failure occurs in the user terminal, the telephone is normally used. Step 11
At 03, the telephone number of the user who called the operation manager telephone 10 from the telephone exchange 1 is received. That is, when the operation manager picks up the manager's telephone 10, the telephone exchange 1 can acquire the telephone number of the calling user and notify the administrator server 2 of the acquired telephone number.

In step 1104, the management server searches the telephone number terminal ID comparison table database 8 using the obtained telephone number as a key, and searches for the terminal ID of the user terminal arranged near the telephone having the telephone number. . In step 1105, the result of the search is determined. That is, if there is one candidate, the process proceeds to step 1106; if there are multiple candidates, the process proceeds to step 1110; otherwise, the process ends. In step 1106, the terminal ID of the candidate is displayed on the display screen of the administrator server. In step 1107, a selection button for selecting whether or not to connect the administrator terminal to the candidate terminal is displayed. Wait for. If it is determined in step 1107 that “connection” with the candidate terminal is not selected, the process ends. If "connection" with the candidate terminal is selected, the process proceeds to step 1108, where the manager terminal is connected to the candidate terminal. Step 1
At 109, maintenance of the candidate terminal is performed using the administrator terminal connected to the candidate terminal. In an environment where there is one terminal per person, steps 1106 to 1107 can be omitted to improve the processing speed.

In step 1110, a plurality of candidate terminal IDs are displayed in a selectable state on the display screen of the administrator server, and the operation manager waits for selection. When the operation manager selects, the process proceeds to step 1111. In step 1111, a selection button for selecting whether to connect the manager terminal to the selected candidate terminal is displayed, and the operation of the manager is waited. In step 1111, “connection” with the candidate terminal
If is not selected, the process ends. When "connection" with the candidate terminal is selected, the process proceeds to step 1112, and the manager terminal is connected to the candidate terminal. In step 1113, maintenance of the candidate terminal is performed using the administrator terminal connected to the candidate terminal.

FIG. 4 is a diagram for explaining the configuration of a telephone number terminal ID comparison table, and FIG. 5 is a diagram showing a telephone number terminal ID comparison table. It is assumed that an office arrangement of a certain user is as shown in FIG. The square frame is the arrangement of the desk. In this office, one terminal 6 is distributed to one person, but the telephones 4 are installed at a rate of one out of four in the set of desks on the left and one in two in the set of desks on the right. . FIG. 5 shows such an arrangement arranged in a telephone number terminal ID comparison table. In this table, the telephone number and the ID of the terminal 6 are associated with each other based on the positional relationship between the desk arrangement and the telephone 1004. For example, a phone number 2923, one phone for every four people
Of the terminal “0.
0.01 to 0.0.0.4 ".
The table created in this way is stored in the telephone number terminal ID comparison table database.

FIG. 6 shows that in step 1106,
It is a figure showing the example of a display of a candidate terminal ID displayed on a display screen of an administrator server. A user name, a terminal ID (terminal address), and connection availability (whether or not connection for maintenance acceptance by remote operation is permitted) of a terminal regarded as a candidate are displayed, and further, an administrator terminal is set to the candidate terminal. Display a selection button ("connect", "cancel") for selecting whether or not to connect to.

FIG. 7 shows that in step 1111,
Multiple candidate terminals I to be displayed on the display screen of the administrator server
It is a figure showing the example of a display of D. Displays the user name, terminal ID (terminal address), and connection availability of the user terminal considered as a candidate, and further displays a selection button for selecting whether to connect the administrator terminal to the selected user terminal. I do.

Next, a second embodiment of the present invention will be described with reference to FIGS. FIG. 8 is a diagram showing an example of a PHS telephone system to which the present invention can be applied. In recent years, as a telephone system used in a company, PHS (Person
al Handy phone System) has become widespread. This system is a system in which one person has one PHS telephone 302 configured for the premises, and the user can use the extension at any time within the premises. In such a case, since the telephone is not fixed as compared with the conventional telephone system, the place where the user who normally uses the telephone has a user terminal and a failure actually occur. The location of the user terminal may be different. For example, when a failure has occurred in another terminal instead of a failure in one's own terminal, the failure may be reported using one's own PHS telephone.

In the PHS system, the PH of one base station is
The communication range from the S communication antenna 301 is narrow,
The radius is about 100 meters. Therefore, P
The HS base station antenna 301 is usually installed for each floor. The PHS exchange 303 not only knows the number of the PHS telephone 302 from which the telephone is called, but also determines on which floor the communication is coming from the base station 301 arranged on which floor. Can be determined.

Therefore, the PHS exchange uses the administrator server to store information on the telephone number of the PHS telephone that has made the call and information on which floor, ie, which base station 301 the PHS telephone is located at. 2 can be sent.

That is, using the above two information, the PH
Even when a wireless telephone system such as S is adopted, it is possible to guess the user terminal to be maintained as in the case of the fixed telephone. When using PHS, basically, all people working in the organization will be given PHS.
It is common to distribute phones, and therefore PHS
It can be assumed that the telephone number and the user terminal usually used by the user are basically fixed as a set.

FIG. 9 is a diagram showing a maintenance procedure by remote control. First, in step 1120, the administrator server is started and the system is started. Step 1121
, The administrator server 2 receives the failure occurrence information generated in the user terminal. In step 1122, the PHS
The telephone number of the user who called the operation manager telephone 10 from the exchange 303 and the name of the base station with which the user is communicating are received. That is, when the operation manager picks up the manager's telephone 10, the telephone exchange 303 acquires the telephone number of the user who made the call and the name of the base station with which the telephone is communicating, and transmits the acquired information to the administrator server 2. Notify. In step 1123, the floor where the base station (antenna) is located is specified from the base station name. In step 1124, the user is identified based on the PHS telephone number of the user who made the call, and the location of the user terminal normally used by the user is identified. Next, the information is compared with the location information of the specified base station (antenna). If the floor where the base station (antenna) is located matches the location where the user terminal is located, proceed to step 1125; otherwise proceed to step 1130. In step 1125, it is determined whether or not there is a corresponding user terminal near the base station (antenna). In step 1126, the corresponding user terminal is displayed. In step 1127, a selection button for selecting whether to connect the administrator terminal to the candidate terminal is displayed, and the operation of the administrator is awaited. In step 1107, if "connection" with the candidate terminal is not selected, the process ends. When "connection" with the candidate terminal is selected, the process proceeds to step 1128, where the manager terminal is connected to the candidate terminal. In step 1129, maintenance of the candidate terminal is performed using the administrator terminal connected to the candidate terminal.

In step 1130, a list of terminals on the floor where the base station (antenna) is located is sorted based on the base station (antenna) position. In step 1131, the sorted result is displayed, and the flow advances to step 1127.

FIG. 10 is a diagram for explaining the configuration of a PHS telephone number terminal arrangement comparison table, and FIG. 11 is a diagram showing a PHS telephone number terminal arrangement comparison table. The determination in step 1124 can be made with reference to FIG.

Assume that the office arrangement of a user is as shown in FIG. The square frame is the arrangement of the desk. In this office, one terminal 6 and PH
S phones are prevalent. Such an arrangement is called PHS
FIG. 11 shows a telephone number terminal arrangement comparison table.

Here, the 3F floor shows a case where the floor has only one base station (antenna) 301C. In such a case, the list associates the base station name 301C, the floor name, and all the terminals 6 on that floor. On the other hand, 4F is a case where two base stations (antennas) 301A and 301C are installed on one floor. In this case, basically, the terminals 6 at positions close to the base stations (antennas) 301A and 301B respectively form respective groups and are registered. Basically, when talking with a PHS telephone, a plurality of base stations (antennas) are placed on the same floor, such as this 4F floor.
If there is, communication is performed with a base station (antenna) near the position of the PHS telephone 302. When creating a terminal group, it is necessary to take this communication range into consideration.

By adding the PHS telephone number terminal arrangement comparison table created in this way to the telephone number terminal ID comparison table 8, the administrator server 2 allows the PHS telephone 302
A list of the terminals 6 considered to be applicable can be displayed from the position information. The PHS-specific terminal selection algorithm is as shown in FIG.

As described above, the present invention is effective even when a private wireless telephone system such as a PHS is used, and helps the administrator in searching for a target terminal. Also,
Like the PHS, the terminal can be maintained based on a public wireless telephone system such as the mobile phone 5 as shown in FIG. In this case, since the telephone number is the address that identifies the terminal to be managed, if the requester requests maintenance using the mobile phone, the administrator server must identify the terminal when the telephone number is notified from the exchange. FIG. 12 is a diagram showing an example of the registration information of the operation management database 7 described above. The machine name 401, the IP address 402, the user name 403, and the user name of each user terminal to be managed are shown in FIG.
CPU type 404, OS type, memory capacity 406, HD
The capacity and the like are registered. This database can be commonly used in the first and second embodiments.

As described above, according to the present embodiment, when a terminal trouble is reported to the administrator server, the target terminal is quickly specified, and the remote control function is provided as necessary. You can use it to troubleshoot. For example, in an organization where one telephone and one terminal are provided per person, the terminal on which the trouble has occurred is immediately displayed on the display screen of the administrator server upon notification of the trouble occurrence. Further, in an organization in which a telephone is arranged at a ratio of one person to a plurality of persons or a plurality of terminals, terminals around the telephone which reported to the administrator terminal are
It is displayed on the display screen of the administrator server as a candidate for a terminal in which a trouble has occurred. For this reason, the time required to identify the terminal in which the trouble has occurred can be reduced, and the trouble can be dealt with promptly.

[0038]

As described above, according to the present invention, it is possible to provide a terminal maintenance support apparatus and a support method capable of promptly selecting and confirming a user terminal that has reported a trouble occurrence and continuing service. it can.

[Brief description of the drawings]

FIG. 1 is a diagram showing a terminal maintenance support device according to an embodiment of the present invention.

FIG. 2 is a diagram showing details of a telephone exchange, an administrator server, and a user terminal.

FIG. 3 is a diagram showing a maintenance procedure by remote control.

FIG. 4 is a diagram illustrating a configuration of a telephone number terminal ID comparison table.

FIG. 5 is a diagram showing a telephone number terminal ID comparison table.

FIG. 6 is a diagram illustrating a display example of a display screen of an administrator server.

FIG. 7 is a diagram illustrating a display example of a display screen of an administrator server.

FIG. 8 is a diagram showing an example of a PHS telephone system to which the present invention can be applied.

FIG. 9 is a diagram showing a maintenance procedure by remote control.

FIG. 10 is a diagram illustrating a configuration of a PHS telephone number terminal arrangement comparison table.

FIG. 11 is a diagram showing a PHS telephone number terminal arrangement comparison table.

FIG. 12 is a diagram illustrating an example of registration information of an operation management database.

[Explanation of symbols]

 Reference Signs List 1 telephone exchange 2 administrator server 3 router 4 telephone 5 mobile telephone 6 user terminal 7 operation management database 8 telephone number terminal ID comparison table database 9 LAN 10 administrator server telephone 11 telephone number notification means 12 telephone exchange means 21 communication Control means 22 Remote operation server means 23 CTI linking means 24 Screen display means 25 Data search means 26 Operation management means 61 Communication control means 62 Remote operation client means 63 Terminal function realization means

Claims (5)

[Claims] 1. An administrator server for maintaining and managing user terminals by remote operation via a network, an operation management database storing operation management information including a terminal ID of each user terminal, and the user terminal Telephone number terminal ID storing a comparison table between the terminal ID of the telephone and the telephone number of the telephone placed near the terminal
A database comprising a comparison table database, the telephone number terminal ID comparison table database is searched based on the caller telephone number of the call received on the manager server side, and the candidate of the user terminal to be maintained and displayed is displayed. A terminal maintenance support device characterized by the above-mentioned. 2. The terminal maintenance support apparatus according to claim 1, wherein the caller telephone number of the call is obtained from an exchange that exchanges and connects the telephones. 3. An administrator server for maintaining and managing user terminals by remote operation via a network; an operation management database storing operation management information including a terminal ID of each user terminal; A PHS telephone number terminal ID comparison table database that stores a comparison table between a terminal ID, a telephone number of a PHS telephone held by a user of the terminal, and a PHS base station, and transmits a call received by the administrator server. A terminal maintenance support device for searching the PHS telephone number terminal ID comparison table database based on the user telephone number and displaying the candidate of the user terminal to be maintained and managed. 4. The terminal maintenance support apparatus according to claim 3, wherein the caller telephone number of the call is obtained from an exchange that exchanges and connects the PHS. 5. An administrator server for performing maintenance management of user terminals by remote operation via a network, an operation management database storing operation management information including a terminal ID of each user terminal, Telephone number terminal ID storing a comparison table between the terminal ID and the telephone number of a telephone placed near the terminal
The administrator server acquires at least the caller telephone number of the call received on the server side from the exchange, and the telephone number terminal ID comparison table database based on the acquired caller telephone number. A terminal maintenance support method for retrieving and displaying candidate user terminals to be maintained.