JP2007141091A - Remote operation support system, user apparatus therefor, agent device, and remote operation support method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To improve safety of remote operation by allowing only a reliable agent to set functions to a user terminal by remote operation. <P>SOLUTION: When a support service for remote operation is requested from the user terminal UT 1 to an agent terminal ET 1, a unique operation permission token specified to the above request in the user terminal UT 1 is generated, and this token is transmitted to the agent terminal ET 1 with the service specification information. The agent terminal ET 1 acquires the setting information from a service provision server SV based on the above service specification information, and transmits it to the user terminal UT 1 with the above received operation permission token after converting this setting information into the operation information and further checking the safety. The user terminal UT 1 determines whether the operation permission token transmitted is the same as that of the stored operation permission token and when the same, function setting processing is performed based on the above operation information. <P>COPYRIGHT: (C)2007,JPO&INPIT

Description

  The present invention relates to a remote operation support system in which an agent device remotely supports a function setting operation in a user terminal via a communication network, a user device and an agent device used in the system, and a remote operation support method. .

  In recent years, with the enhancement of functions of terminals, it has become possible for a single terminal to perform a wide variety of processes, which is very convenient for users. On the other hand, the operation is complicated and difficult to understand, and there is a problem that the operation is complicated and difficult to use even for users who lack literacy, such as elderly people, even if there are services that they want to use. Recently, a method for easily accessing a server or the like on a communication network using a QR code or the like has been provided, and processing up to connection to the server can be easily performed. However, in order to actually use the service, necessary function settings must be performed on the user terminal, and complicated operations are often required before use.

  Therefore, a method for automatically setting a user terminal and its application from a server on a communication network has been proposed. In this method, for example, an automatic setting script for performing settings necessary for a network connection device or a user terminal to use an application is generated on the server side. Then, the generated automatic setting script is downloaded from the server to the network connection device or the user terminal, whereby predetermined settings are performed on the user terminal or the network connection device (see, for example, Patent Document 1).

  In addition, there may be a method in which a trusted acquaintance or a company support center remotely operates the terminal and performs setting and operation until using the service. In this method, for example, in a remote operation side terminal, an incoming event generated in response to an operation of the operator is extracted as operation information, and the extracted incoming event is transmitted to the operated side terminal via a communication network. Send to. Then, in the operated terminal, the operation processing according to the operation event is performed according to the operation information sent from the remote operation side terminal, thereby realizing the remote operation between the terminals across the communication network. (For example, refer to Patent Document 2).

Japanese Patent Laid-Open No. 2005-44201

JP 2000-29861 A

  However, when a server on the network is accessed using a QR code, etc., and the terminal is automatically set from this server, there is a case where the connected server does not have a certain identity, and in some cases a service There is a risk that an automatic setting for use, a false operation, a dangerous operation causing a disadvantage to the user, and a program may be executed.

  Also, when requesting a setting / operation proxy from an acquaintance, a support center, or the like, the desired setting or operation may not be completed by a single remote operation for various reasons. In such a case, reconnect the communication session for remote operation from the terminal on the remote operation side again and execute the remote operation again from another terminal, etc., or the operator can operate to another operation agent. The method of accessing the operated terminal from the delegated operation agent's terminal and completing various settings, it is difficult to perform the necessary settings by remote operation, so the requester directly The terminal setting is continued by the method of visiting and operating the terminal. However, in these methods, there is a risk that a malicious operation is performed on the user terminal by deceiving an operator with a certain identity as the first request destination or an operation agent delegated by the operator. .

  The present invention has been made paying attention to the above circumstances, and the purpose of the present invention is to make it possible to perform function setting by remote operation only from a reliable agent with respect to the user terminal, thereby improving the safety of remote operation. An object of the present invention is to provide an improved remote operation support system, a user device and an agent device thereof, and a remote operation support method.

  In order to achieve the above object, the present invention takes the following measures. That is, in the user terminal as the operated terminal, first, for each operation support request, an operation permission token that uniquely identifies the request is generated and stored, and the generated operation permission token is stored in the operation support request information. Together with the agent terminal via the communication network, further generating service identification information for uniquely identifying the operation support target service, and transmitting the generated service identification information to the agent terminal via the communication network. . On the other hand, the agent terminal receives the operation support request information and the operation permission token transmitted from the user terminal, and also receives the service specifying information. Then, remote operation information corresponding to the received service specifying information is generated, and the generated remote operation information is transmitted to the requesting user terminal via the communication network together with the received operation permission token. On the other hand, when receiving the remote operation information and the operation permission token transmitted from the agent terminal, the user terminal first compares the received operation permission token with the stored operation permission token to determine whether or not they match. Determine whether. When it is determined that the operation permission tokens match, the operation corresponding to the requested service is executed based on the received remote operation information.

  Therefore, according to the present invention, since the authentication process using the operation permission token is performed, the user terminal can receive only the remote operation support from the reliable agent terminal selected by the user terminal. It is possible to prevent remote setting operation and perform highly safe remote operation support.

The present invention also provides setting information corresponding to service specifying information from the service providing server when generating remote operation information at the agent terminal when there is a service providing server that can be connected to the agent terminal via a communication network. And the obtained setting information is converted into remote operation information.
In this way, the agent terminal can easily generate remote operation information necessary for support based on the setting information provided from the service providing server, thereby reducing the processing load.

Furthermore, the present invention determines whether or not the generated remote operation information includes a dangerous operation in the agent terminal, and determines that the generated remote operation information does not include a dangerous operation. It is also characterized by permitting transmission of information.
In this way, it is possible to automatically exclude operations that are dangerous for the user terminal, thereby realizing remote operation support with higher safety.

The present invention further comprises means for storing the operation permission token sent from the user terminal in a portable storage medium in the agent terminal, and the user terminal stores the operation permission token stored from the storage medium. It is further characterized by further comprising means for reading and comparing the read operation permission token with an operation permission token stored in advance to determine whether or not they match.
If it does in this way, it will become possible to take in an operation permission token in a user terminal with a portable storage medium, and to perform authentication processing. As a result, for example, the operator on the agent terminal side or its agent can go directly to the user terminal without going through the communication network and support the setting operation for the user terminal by manual operation.

Furthermore, the present invention is characterized in that, when there are a plurality of agent terminals, an operation permission token sent from the user terminal is transferred between these agent terminals via a communication network.
In this way, it becomes possible to copy or move the operation permission token from the first agent terminal that has received a support request from the user terminal to another second agent terminal. For this reason, for example, it becomes possible for another second agent terminal to take over and resume the remote operation support performed by the first agent terminal halfway. Even if the support process has to be interrupted due to, for example, support can be taken over between agents while ensuring reliability.

  In short, according to the present invention, since the authentication process is performed using the operation permission token, it is possible to perform function setting by remote operation only from an agent that can be trusted to the user terminal, thereby improving the safety of the remote operation. A remote operation support system, its user device and agent device, and a remote operation support method can be provided.

(First embodiment)
FIG. 1 is a schematic configuration diagram showing a first embodiment of a remote control support system according to the present invention. In this system, a plurality of user terminals UT1 to UTn that use the remote operation support service can be connected to agent terminals ET1 and ET2 that provide a remote operation support service via a communication network NW, and the agent terminal ET1 and ET2 can be connected to the service providing server SV via the communication network NW.

  The service providing server SV stores various setting information required when the agent terminals ET1 and ET2 perform remote operation support services for the user terminals UT1 to UTn, and responds to information acquisition requests from the agent terminals ET1 and ET2. Then, the setting information corresponding to the requested service type is transmitted to the requesting agent terminals ET1 and ET2.

  The communication network NW includes, for example, an IP (Internet Protocol) network represented by the Internet and a plurality of access networks for accessing the IP network. As the access network, for example, a DSL (Digital Subscriber Line) or a wired subscriber network using an optical transmission line, a CATV (Cable Television) network, a wireless LAN (Local Area Network), a mobile communication network, or a dedicated line network is used.

The user terminals UT1 to UTn are composed of stationary personal computers, for example, and are configured as follows. FIG. 2 is a block diagram showing the functional configuration.
That is, the user terminals UT <b> 1 to UTn include a central processing unit (CPU) 11. The CPU 11 has a program memory 13, a data memory 14, a communication interface (communication I / F) 15, an input / output interface (input / output I / F) 16, and an external memory interface (external memory) via a bus 12. I / F) 19 are connected to each other.

The data memory 14 is for storing data necessary for various processes of the terminal, and includes a token storage unit 14a. The token storage unit 14a stores an operation permission token generated by a token issuing process described later.
The communication I / F 15 performs communication with the agent terminals ET1 and ET2 according to a communication protocol defined by the communication network NW under the control of the CPU 11. For example, TCP / IP (Transmission Control Protocol / Internet Protocol) is used as the communication protocol.

  An input unit 17 and a display unit 18 are connected to the input / output I / F 16. The input unit 17 includes a keyboard and a mouse. The display unit 18 includes a liquid crystal display (LCD). The input / output I / F 16 takes in the operation information from the input unit 17 and displays the operation information input by the input unit 17, the information received by the communication I / F 15, the information processed by the CPU 11, and the like. To display.

  The external memory I / F 19 has a slot for detachably mounting an external memory MM made of a portable storage medium, and reads an operation permission token (to be described later) from the external memory MM mounted in this slot. As the external memory MM, for example, a memory card using a flash memory as a storage medium is used. In addition, a mobile computer such as a notebook personal computer or a PDA (Personal Digital Assistant) can be used as the external memory MM.

  The program memory 13 includes a service access processing program 13a, a remote operation processing program 13b, a usage service notification processing program 13c, a token issuance processing program 13d, and an operation program as application programs necessary for carrying out the present invention. An information authentication processing program 13e is stored.

  The service access processing program 13a performs processing for accessing the agent terminals ET1 and ET2 on the communication network NW to the CPU 11 in response to input of RFID (Radio Frequency Identification), QR code, or URL (Uniform Resource Locator). Let it run.

  The remote operation processing program 13b performs remote operation support such as processing for executing remote operation information sent from the agent terminals ET1 and ET2 on the application program of the own terminal from request processing for remote operation support to the agent terminals ET1 and ET2. The CPU 11 is caused to execute a series of processes necessary for receiving.

  The use service notification processing program 13c generates service specifying information for specifying the type of remote operation support service necessary for the desired function setting, and the generated service specifying information is used for the agent terminal ET1 accessed by the service access processing. , ET2 is executed by the CPU 11.

  The token issuing processing program 13d generates an operation permission token that can be uniquely specified for each operation request when the remote operation processing program 13b requests remote operation support, and the generated operation permission token is stored in the data memory 14. The CPU 11 is caused to execute processing to be stored in the token storage unit 14a.

  The operation information authentication processing program 13e is configured such that the operation permission token sent along with the remote operation information from the agent terminals ET1 and ET2 is the operation permission token generated by the own terminal at the time of the remote operation request, that is, the token storage unit 14a. A process for determining whether the remote operation information is information sent from the reliable agent terminals ET1 and ET2, if the operation permission token is stored in the The CPU 11 is made to execute.

On the other hand, the agent terminals ET1 and ET2 are configured as follows. FIG. 3 is a block diagram showing the functional configuration.
That is, the agent terminals ET1 and ET2 include a central processing unit (CPU) 21. A program memory 23, a data memory 24, a communication interface (communication I / F) 25, and an external memory interface (external memory I / F) 26 are connected to the CPU 21 via a bus 22. The agent terminals ET1 and ET2 are also provided with an input / output I / F 16 for inputting operation information and displaying various information.

  The communication I / F 25 communicates with the user terminals UT1 to UTn and the service providing server SV according to a communication protocol defined by the communication network NW under the control of the CPU 21. For example, TCP / IP (Transmission Control Protocol / Internet Protocol) is used as the communication protocol.

  The external memory I / F 29 has a slot for detachably mounting an external memory MM made of a portable storage medium, and is sent from the user terminals UT1 to UTn to the external memory MM mounted in this slot. Write the operation permission token.

  The data memory 24 is for storing data necessary for remote operation support, and includes a dangerous operation table 24a and a conversion table 24b. The dangerous operation table 24a stores dangerous operation information used to determine the safety of the setting information acquired from the service providing server SV. FIG. 7 shows an example of the dangerous operation information. The conversion table 24b stores conversion information for converting the acquired setting information into remote operation information (remote operation command). FIG. 6 shows an example of the conversion information.

  The program memory 23 includes, as application programs necessary for carrying out the present invention, a token reception processing program 23a, a usage setting confirmation processing program 23b, a setting safety confirmation processing program 23c, and a setting operation information generation processing program. 23d and a remote operation processing program 23e are stored.

  The token reception processing program 23a receives an operation permission token transmitted from the user terminals UT1 to UTn as operated terminals at the time of a remote operation request via the communication I / F 25, and stores the received operation permission token in a data memory. The CPU 11 is caused to execute the processing to be stored in the CPU 24.

  The usage setting confirmation processing program 23b receives the transmitted service identification information transmitted from the user terminals UT1 to UTn via the communication I / F 25, and based on the received service identification information, the requesting user The remote operation support service desired by the terminal is specified. Then, the CPU 11 is caused to execute processing for accessing the service providing server SV via the communication I / F 15 and acquiring setting information necessary for executing the specified remote operation support service from the server SV.

  The setting safety confirmation processing program 23c determines the safety of the setting information acquired from the service providing server SV based on the list stored in the dangerous operation table 24a, and in the case of a setting including a dangerous operation. Causes the CPU 11 to execute a process of canceling the remote operation based on the setting information.

  The setting operation information generation processing program 23d uses the remote operation information for remotely operating the user terminals UT1 to UTn based on the conversion information stored in the conversion table 24b using the setting information acquired from the service providing server SV. The CPU 11 is caused to execute processing for conversion to (remote operation command).

  The remote operation processing program 23e performs various processes related to remote operation support such as communication processing for remotely operating the user terminals UT1 to UTn, manual input reception processing of remote operation information, transmission processing of remote operation information, and the like. To run. When transmitting the remote operation information, the operation permission token transmitted from the requesting agent terminals ET1 and ET2 received and stored by the token reception processing program 23a is attached to the remote operation information and transmitted. .

Next, the operation of the remote operation support system configured as described above will be described.
Here, a case where the user terminal UT1 receives remote operation support from the agent terminal ET1 will be described as an example. FIG. 4 is a flowchart showing control procedures and control contents of the user terminal UT1 and the agent terminal ET1.

  When the user performs an operation for receiving the remote operation support service at the user terminal UT1, the user terminal UT1 accesses the agent terminal ET1 that provides the remote operation support service in step S51. As an access method, a method of accessing by reading an RFID or a QR code in which a connection destination address is described, a method of allowing a user to key-in a URL of an access destination using the input unit 17, and the like can be considered.

  When the user terminal UT1 is connected to the agent terminal ET1 by the above access, the user then inputs from the input unit 17 the type of remote operation support service necessary for the desired function setting. Then, in step S52, the CPU 11 of the user terminal UT1 generates service specifying information for specifying the type of the input remote operation support service. At the same time, an operation permission token uniquely corresponding to the current operation support request is generated. Then, the generated service specifying information is transmitted from the communication I / F 15 to the agent terminal ET1 together with the generated operation permission token. The generated operation permission token is stored in the token storage unit 14a.

As the service identification information, for example, a combination of information representing an application program to be set and a connection destination address is conceivable. The identification ID of the remote operation support service is set to the service connection destination by a device on the communication network NW. A mechanism for conversion is also conceivable. Here, assuming the application program and connection destination address, the application application program is “Browser” and the connection destination address is “http: //www.Service.XX/Service1”. Shall be transmitted.
The operation permission token may be a random character string that is generated each time, but in order to further enhance security, the random character string is encrypted using a public key encryption method. Also good.

  On the other hand, the agent terminal ET1 receives the service specifying information and the operation permission token transmitted from the user terminal UT1 in step S53. In step S54, the service providing server SV is accessed based on the received service specifying information, and setting information necessary for using the service is acquired.

  For example, if the user wants to use the service provided by the site with the connection address “http: //www.Service.XX/Service1” by the browser, the communication port required to use this service Setting information and browser security setting information are required. The setting information is stored in advance in the service providing server SV in association with the service type information, and the agent terminal ET1 acquires the list of setting information from the service providing server SV using the service type information as a key. FIG. 5 shows an example of the setting information list acquired at this time.

  As another means for acquiring the setting information, a correspondence table of service type information and corresponding setting information pointers is provided in the agent terminal ET1 or a server on the communication network NW and the correspondence table is referred to. Thus, a method of acquiring setting information corresponding to the service type is also conceivable. Further, not only setting items and setting contents but also a script for automatically executing necessary settings may be acquired as setting information.

  Subsequently, the agent terminal ET1 proceeds to step S55, and converts the acquired setting information into operation information that can be executed in the user terminal UT1, using the conversion table 24b. For example, if the acquired setting information is “8080 / TCP” and “medium” as shown in FIG. 5, the operation information “openport 8080 / TCP” and “browsersec” are used using the conversion table 24 b shown in FIG. 6. replace.

  Subsequently, the agent terminal ET1 proceeds to step S56, where the safety of the setting contents is determined using the dangerous operation table 24a. If it is determined that the setting contents are dangerous as a result of this determination, the user terminal UT1 is continuously manually operated without performing the operation represented by the operation information obtained by converting the acquired setting information. Inquire whether or not.

  On the other hand, if the set content does not include a dangerous operation, the CPU 21 determines that the set content is safe and proceeds to step S57. Then, the converted operation information is transmitted from the communication I / F 25 to the requesting user terminal UT1 together with the operation permission token previously received and stored.

  On the other hand, in step S58, the CPU 11 of the user terminal UT1 receives the operation information and the operation permission token transmitted from the agent terminal ET1 via the communication I / F 15. Then, the received operation permission token is compared with the operation permission token stored in the token storage unit 14a, and whether or not the received operation permission token is the same as the stored token in step S59. Determine whether. If the result of this determination is the same, it is determined that the received operation permission token is authentic, and the process proceeds to step S510. In step S510, the CPU 11 causes the display unit 18 to display that the operation to be performed is safe, and then executes port setting and browser security setting processing based on the received operation information. .

  On the other hand, if the received operation permission token is not the same as the stored token, the process proceeds to step S516, where the reason why the remote operation cannot be performed is displayed on the display unit 18, and then the agent terminal ET1. Disconnect the communication session with and return to the standby state.

  By the way, the system of the present embodiment is provided with a manual support function in which an operator at the agent terminal ET1 performs more detailed function settings for the user terminal UT1 by manual operation. When using this function, the user inputs a request to use the function at the input unit 17. In step S511, the CPU 11 of the user terminal UT1 monitors whether or not the manual support function is requested. When the user inputs the request in this state, the CPU 11 proceeds to step S512, and transmits request information for the additional operation from the communication I / F 15 to the agent terminal ET1.

  When the CPU 21 of the agent terminal ET1 receives the request information for the additional operation transmitted from the user terminal UT1 via the communication I / F 25, the process proceeds to step S513, where the manual input operation by the operator is accepted. Then, the process returns to step S57, where the manually input operation information is transmitted from the communication I / F 25 to the user terminal UT1 together with the stored operation permission token.

  When the CPU 11 of the user terminal UT1 receives the manually input operation information and the operation permission token in step S58, the received operation permission token is the same as the operation permission token stored in the token storage unit 14a in step S59. In step S510, setting processing is executed based on the manually input operation information. Thereafter, each time a request for an additional operation is input, the above processing is repeatedly executed.

When the user performs a support end operation after the setting process is completed, the CPU 11 of the user terminal UT1 proceeds from step S514 to step S515, where the corresponding operation permission token stored in the token storage unit 14a is discarded. . Then, the process proceeds to step S516, where the communication session is disconnected and the standby state is restored.
If the operation permission token received together with the manually input operation information is not authentic, the process proceeds to step S516 to stop the setting process without waiting for the support end operation by the user, and the communication session is terminated. Disconnect and return to standby.

  As described above, in the first embodiment, when requesting a remote operation support service from the user terminal UT1 to the agent terminal ET1, an operation permission token uniquely specified for the request is generated in the user terminal UT1. Then, this token is transmitted to the agent terminal ET1 together with the service specifying information. On the other hand, the agent terminal ET1 acquires setting information necessary for the service from the service providing server SV based on the service specifying information, converts the setting information into operation information, and confirms the safety of the operation content. After that, the received operation permission token is attached and transmitted to the requesting user terminal UT1. When the operation information is sent, the user terminal UT1 determines whether or not it is the same as the token storing the operation permission token sent together with the operation information. The function setting process is executed.

  Therefore, since the authentication process using the operation permission token generated by the user terminal UT1 is performed, it is possible to receive only the remote operation support from the reliable agent terminal selected by the user terminal UT1 itself. It is possible to provide remote operation support with high safety by preventing malicious remote setting operation by impersonation or the like.

  Further, as described above, the agent terminal ET1 acquires setting information necessary for the remote operation support service from the service providing server SV, converts the setting information into operation information by the conversion table 24b, and transmits the operation information. Yes. For this reason, it is not necessary to prepare or generate all the operation information necessary for the remote operation support service in the own terminal, and thus the operation information can be easily generated and transmitted with a small processing load.

Furthermore, the agent terminal ET1 determines whether or not the operation information includes a dangerous operation using the dangerous operation table 24a, and only when the operation information is determined not to include a dangerous operation, the operation information is stored in the user. The data is transmitted to the terminal UT1. For this reason, it is possible to prevent a dangerous operation for the user terminal UT1 from being performed, thereby realizing remote operation support with higher safety.
Further, by providing the manual support function, it is possible to perform more detailed function setting by manual operation of the operator of the agent terminal ET1 at the request of the user.

(Second Embodiment)
In the function setting process of the user terminal by remote operation, the contents of the setting request can be set by remote operation except when all necessary processes for one support request are completed as described in the first embodiment. If the content exceeds the contents, or the setting process by remote operation is temporarily interrupted due to lack of ability of the agent, environmental problems of the agent, time, etc., and the operator goes to the installation location of the user terminal and provides direct operation support It is also necessary to consider.

  In the second embodiment of the present invention, in order to cope with the latter case, the operation permission token sent from the user terminal at the agent terminal is stored in the external memory, and the agent brings it to the user terminal. In FIG. 5, the operation permission token is read from the external memory and compared with the operation permission token stored in advance, so that it can be determined whether or not the agent is a legitimate agent.

  FIG. 8 is a flowchart showing the control procedure and control contents of the agent terminal and user terminal according to the second embodiment of the present invention. The configuration of the remote operation support system and the configurations of the user terminals UT1 to UTn and the agent terminals ET1 and ET2 are the same as those shown in FIGS. 1, 2 and 3, and will not be described here.

  When the remote operation process is interrupted, the CPU 21 of the agent terminal ET1 stores the operation permission token associated with the remote operation process as it is without discarding it. In this state, when the external memory MM is installed in the slot of the external memory I / F 26 and the operation permission token is copied, the CPU 21 of the agent terminal ET1 transfers the operation permission token to the external memory I / F 26 in step S61. Through the external memory MM.

  On the other hand, when the external memory MM is installed in the slot of the external memory I / F 19, the CPU 11 of the user terminal UT 1 reads an operation permission token from the external memory MM via the external memory I / F 19 in step S 62. In step S63, the read operation permission token is compared with the operation permission token stored in the token storage unit 14a. Based on the comparison result, whether or not the read operation permission token is a regular one. Determine.

  As a result of the determination, it is assumed that the read operation permission token is authentic. In this case, in step S64, the CPU 11 of the user terminal UT1 causes the display unit 18 to display a message indicating that the operator who has brought the operation permission token is a reliable agent having a regular operation permission token. In step S65, the operation mode of the user terminal UT1 is set so that a setting command can be input. This setting process assumes a process of logging in as a guest user having access authority and setting authority, for example. In this state, when the operator inputs operation information through the input unit 17, the CPU 11 of the user terminal UT1 executes function setting processing based on the input operation information in step S66.

  When the operator performs a support end operation after the setting process is completed, the CPU 11 of the user terminal UT1 proceeds from step S67 to step S68, where the operation permission token stored in the token storage unit 14a is discarded, In step S69, the terminal setting process is terminated.

  If it is determined that the operation permission token read from the external memory MM is not legitimate, the CPU 11 of the user terminal UT1 proceeds to step S69 and ends the terminal setting process. If it is input in step S67 that the support is to be continued, the operation setting token stored in the token storage unit 14a is held and the process proceeds to step S69 to end the terminal setting process. To do.

  Therefore, according to the second embodiment, the operation permission token can be read into the user terminal via the external memory MM, and the setting operation can be accepted after performing the authentication process using the operation permission token. For this reason, for example, the operators of the agent terminals TE1 and TE2 or their agents can directly go to the user terminals UT1 to UTn and support the setting operation for the user terminals UT1 to UTn by manual operation.

(Third embodiment)
In the function setting process of the user terminal by remote operation, the current operation is temporarily interrupted due to insufficient capacity of the agent terminal, insufficient capacity of the agent, environmental problems of the agent, etc., and other agent terminals take over the setting process by remote operation It is also necessary to consider.

  The second embodiment of the present invention has a function of transferring an operation permission token corresponding to the request being supported to the agent terminals ET1 and ET2 via the communication network in order to cope with the latter case. Then, another agent terminal uses the transferred operation permission token to continue the remote operation with respect to the supporting user terminal UT1.

  FIG. 9 is a flowchart showing the control procedure and control contents of the agent terminal and user terminal according to the third embodiment of the present invention. The configuration of the remote operation support system and the configurations of the user terminals UT1 to UTn and the agent terminals ET1 and ET2 are the same as those shown in FIGS. 1, 2 and 3, and will not be described here.

Here, a case will be described as an example in which the remote operation for the user terminal UT1 performed at the agent terminal ET1 can be performed at another agent terminal ET2.
When the operator inputs a remote operation movement request at the agent terminal ET1, the CPU 21 of the agent terminal ET1 proceeds from step S71 to step S72, and an operation permission token corresponding to the remote operation being supported here is transmitted from the communication I / F 25. Transmit to another agent terminal ET2. The agent terminal ET1 continues to hold the transferred operation permission token.

  When the CPU 21 of another agent terminal ET2 receives and stores the operation permission token transmitted from the agent terminal ET1 via the communication I / F 25, the CPU 21 accesses the user terminal UT1 to establish a communication session in step S73. In this state, the operation information input by the operator at the input unit is transmitted from the communication I / F 25 to the user terminal UT1 together with the stored operation permission token in step S74.

  On the other hand, in step S75, the CPU 11 of the user terminal UT1 receives the operation information and the operation permission token transmitted from the agent terminal ET2 via the communication I / F 15. Then, the received operation permission token is compared with the operation permission token stored in the token storage unit 14a, and whether or not the received operation permission token is the same as the stored token in step S76. Determine whether. If the result of this determination is the same, it is determined that the received operation permission token is legitimate, and the process proceeds to step S77. In step S77, the CPU 11 displays on the display unit 18 that the operation to be performed from now on is safe, and then executes the setting process based on the received operation information.

  On the other hand, if the received operation permission token is not the same as the stored token, the CPU 11 of the user terminal UT1 proceeds to step S713, and displays the reason why the remote operation cannot be performed on the display unit 18. After that, the communication session with the agent terminal ET2 is disconnected and the standby state is restored.

  In addition, it is assumed that after the setting process is performed, the user inputs information for requesting further additional setting through the input unit 17. Then, the CPU 11 of the user terminal UT1 proceeds from step S78 to step S79, and transmits request information for the additional operation from the communication I / F 15 to the agent terminal ET2.

  When the CPU 21 of the agent terminal ET2 receives the request information for the additional operation transmitted from the user terminal UT1 via the communication I / F 25, the CPU 21 accepts a manual input operation by the operator in step S710. Then, the process returns to step S74, where the manually input operation information is transmitted from the communication I / F 25 to the user terminal UT1 together with the stored operation permission token.

  When the CPU 11 of the user terminal UT1 receives the manually input operation information and the operation permission token in step S75, the received operation permission token is stored in the token storage unit 14a in step S76 as described above. In step S77, the setting process is executed based on the manually input operation information. Thereafter, each time a request for an additional operation is input, the above processing is repeatedly executed.

  When the user performs a support end operation after the setting process is completed, the CPU 11 of the user terminal UT1 proceeds from step S711 to step S712, and discards the corresponding operation permission token stored in the token storage unit 14a. . Then, the process proceeds to step S713, where the communication session is disconnected and the standby state is restored.

  If the operation permission token received in step S75 is not authentic, the CPU 11 of the user terminal UT1 proceeds to step S713 without waiting for the support end operation by the user, stops the setting process, and performs communication. Disconnect the session and return to the standby state.

  As described above, in the third embodiment, the agent terminals ET1 and ET2 have the function of transferring the operation permission token corresponding to the request being supported through the communication network NW, and the other agent terminals are transferred as described above. The remote operation for the user terminal UT1 being supported is continued using the operation permission token.

  Therefore, it becomes possible for another agent terminal ET2 to take over and resume the setting contents by the remote operation performed by the agent terminal ET1 halfway, thereby performing the support process according to the time convenience or environmental convenience of the user or agent. Even if it must be interrupted, it is possible to take over support between agents while ensuring reliability.

(Other embodiments)
In the first embodiment, when the agent terminal ET1 generates remote operation information, the setting information is acquired from the service providing server SV, and this setting information is converted into operation information using a conversion table. ET1 itself may store setting information and generate operation information based on this setting information.

  In the third embodiment, the operation permission token is transferred from the agent terminal ET1 to the agent terminal ET2 via the communication network NW. At this time, the operation permission token may be encrypted. Further, the operation permission token may be transferred between the agent terminals ET1 and ET2 using the external memory MM without using the communication network NW.

  In addition, the configuration of the remote operation support system, the types and configurations of user terminals and agent terminals, remote operation support processing procedures and contents, and the like can be variously modified without departing from the scope of the present invention.

  In short, the present invention is not limited to the above-described embodiments as they are, and can be embodied by modifying the components without departing from the scope of the invention in the implementation stage. Moreover, various inventions can be formed by appropriately combining a plurality of constituent elements disclosed in the above embodiments. For example, some components may be deleted from all the components shown in each embodiment. Furthermore, you may combine suitably the component covering different embodiment.

BRIEF DESCRIPTION OF THE DRAWINGS The schematic block diagram which shows 1st Embodiment of the remote operation assistance system concerning this invention. The block diagram which shows the function structure of the user terminal used with the remote operation assistance system shown in FIG. The block diagram which shows the function structure of the agent terminal used with the remote operation assistance system shown in FIG. The flowchart which shows the remote operation assistance processing procedure by the user terminal shown in FIG.2 and FIG.3, and an agent terminal, and its content. The figure which shows an example of the setting information list used in order to produce | generate remote operation information in the agent terminal shown in FIG. The figure which shows the correspondence of the setting information used in order to produce | generate remote operation information in the agent terminal shown in FIG. 3, and a remote operation command. The figure which shows an example of the dangerous operation list | wrist used in order to confirm the safety | security of remote operation information in the agent terminal shown in FIG. The flowchart for demonstrating 2nd Embodiment of the remote operation assistance system concerning this invention. The flowchart for demonstrating 3rd Embodiment of the remote operation assistance system concerning this invention.

Explanation of symbols

  ET1, ET2 ... agent terminal, UT1 to UTn ... user terminal, SV ... service providing server, NW ... communication network, MM ... external memory, 11 ... user terminal CPU, 12 ... user terminal bus, 13 ... user terminal program Memory, 13a ... Service access processing program, 13b ... Remote operation processing program, 13c ... Usage service notification processing program, 13d ... Token issue processing program, 13e ... Operation information authentication processing program, 14 ... User terminal data memory, 14a ... Token Storage unit, 15 ... Communication interface of user terminal, 16 ... Input / output interface, 17 ... Input unit, 18 ... Display unit, 19 ... External memory interface of user terminal, 21 ... CPU of agent terminal, 22 ... Bus of agent terminal, 23 ... A Program memory of the terminal, 23a ... token reception processing program, 23b ... use setting confirmation processing program, 23c ... setting safety confirmation processing program, 23d ... setting operation information generation processing program, 23e ... remote operation processing program, 24 ... agent terminal 24a ... dangerous operation table, 24b ... conversion table, 25 ... agent terminal communication interface, 26 ... agent terminal external memory interface.

Claims (8)

A remote operation comprising an agent terminal and a user terminal connected to the agent terminal via a communication network, wherein the agent device remotely supports a function setting operation in the user terminal via the communication network A support system,
The user terminal is
Means for generating and storing an operation permission token that uniquely identifies the request for each operation support request;
Means for transmitting the generated operation permission token together with the operation support request information to the agent terminal via the communication network;
Means for generating service specifying information for uniquely specifying an operation support target service, and transmitting the generated service specifying information to the agent terminal via the communication network,
The agent terminal is
Means for receiving operation support request information and an operation permission token transmitted from the user terminal;
Means for receiving service specific information transmitted from the user terminal;
Means for generating remote operation information corresponding to the received service identification information;
Means for transmitting the generated remote operation information together with the received operation permission token to the requesting user terminal via the communication network;
The user terminal is
Means for receiving remote operation information and an operation permission token transmitted from the agent terminal;
Means for comparing the received operation permission token with the stored operation permission token to determine whether or not they match;
And a means for executing an operation corresponding to the requested service based on the received remote operation information when it is determined that the operation permission tokens match. When there is a service providing server that can be connected to the agent terminal via the communication network,
The agent terminal remote operation information generating means comprises:
Means for obtaining setting information corresponding to the received service identification information from the service providing server;
The remote operation support system according to claim 1, further comprising means for converting the acquired setting information into the remote operation information. The agent terminal is
Means for determining whether the generated remote operation information includes a dangerous operation;
The remote operation support system according to claim 1, further comprising means for permitting transmission of the remote operation information when it is determined that the generated remote operation information does not include a dangerous operation. . The agent terminal is
Means for storing the received operation permission token in a portable storage medium;
The user terminal is
Means for reading an operation permission token stored from the storage medium;
The remote operation support system according to claim 1, further comprising means for comparing the read operation permission token with the stored operation permission token to determine whether or not they match. When there are a plurality of the agent terminals,
The agent terminal is
2. The remote operation support system according to claim 1, further comprising means for transferring the received operation permission token to another agent terminal via the communication network. A user terminal connected to an agent terminal via a communication network and executing an operation according to remote operation information sent from the agent terminal,
Means for generating and storing an operation permission token that uniquely identifies the request for each operation support request;
Means for transmitting the generated operation permission token together with the operation support request information to the agent terminal via the communication network;
Means for generating service specifying information for uniquely specifying the operation support target service, and transmitting the generated service specifying information to the agent terminal via the communication network;
Means for receiving remote operation information and an operation permission token transmitted from the agent terminal in response to transmission of the request information;
Means for comparing the received operation permission token with the stored operation permission token to determine whether or not they match;
And a means for executing an operation corresponding to the requested service based on the received remote operation information when it is determined that the operation permission tokens match. An agent terminal connected to a user terminal via a communication network and remotely operating the user terminal via the communication network,
Means for receiving operation support request information and an operation permission token transmitted from the user terminal via the communication network;
Means for receiving, via the communication network, service identification information that uniquely identifies an operation support target service transmitted from the user terminal;
Means for generating remote operation information corresponding to the received service identification information;
An agent terminal comprising: means for transmitting the generated remote operation information together with the received operation permission token to the requesting user terminal via the communication network. A remote operation support method in which an agent device supports a function setting operation in a user terminal remotely via a communication network,
In the user terminal, for each operation support request, a process of generating and storing an operation permission token that uniquely identifies the request;
Transmitting the generated operation permission token together with the operation support request information from the user terminal to the agent terminal via the communication network;
In the user terminal, a process of generating service specifying information for uniquely specifying the operation support target service;
Transmitting the generated service identification information from the user terminal to the agent terminal via the communication network;
In the agent terminal, receiving the operation support request information and the operation permission token transmitted from the user terminal,
In the agent terminal, receiving service specific information transmitted from the user terminal;
In the agent terminal, generating remote operation information corresponding to the received service identification information;
Transmitting the generated remote operation information together with the received operation permission token from the agent device to the requesting user terminal via the communication network;
In the user terminal, receiving the remote operation information and the operation permission token transmitted from the agent terminal,
In the user terminal, comparing the received operation permission token with the stored operation permission token to determine whether or not they match.
A step of performing an operation corresponding to the requested service based on the received remote operation information when it is determined that the operation permission tokens match in the user terminal. Support method.

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