JP2008097052A - User operation support system, user operation support method, and user operation support program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a user operation support system and a user operation support method and a user operation support program for efficiently performing a restoring operation when the operation of a part of users is delayed in supporting a user operation in computer education or software introduction support or the like, and for efficiently resuming the continuation of operation support after restoration. <P>SOLUTION: The operation information transmitted in real time to a user computer is compared with the user operation information of each user computer by a decision means, and whether or not the operation of a support computer is followed by the operation of each user computer is decided. Previous information transmitted in real time just before stop is stored, and the same user operation information as the previous information is received from the user computer after restoration, so that it is possible to decide that the restoration has succeeded, and the operation information on and after the precious information is instantaneously transmitted, so that operation support can be resumed. <P>COPYRIGHT: (C)2008,JPO&INPIT

Description

  The present invention relates to a system and method for supporting user operations such as support for student operation at an educational site using a computer, and software installation processing and parameter setting for software such as an office computer.

  For example, in an educational setting, a plurality of student terminals are simultaneously connected to the instructor terminal via the Internet, and lesson data consisting of text and images between the instructor terminal and the student terminal. Or, exchange lesson data with voice added to each other, and deliver the lesson data to all connected students from the instructor terminal at the same time, and all students on the multi-monitor screen At the same time as observing the terminal, a system is proposed to connect the lecture monitor screen and the terminal for specific students in a one-to-one manner, so that questions and answers and individual guidance with the students can be performed in real time. (For example, refer to Patent Document 1).

  As an operation support system for software installation, parameter setting, etc., a remote support system that supports the user computer by sharing a screen from the support center, connects the user computer to the support center and connects the line to the support center. The computer screen and the user computer screen are shared, and the voice of the support center supporter is output to the user computer using the line, and the voice of the user of the user computer is output to the support center computer. By operating the displayed screen and giving sound, the user's operation of the user computer is supported, and the supporter understands the operation status of the user's user computer by using the screen and sound that are standardized. Compu Intended to help the operation of the motor has been proposed (e.g., see Patent Document 2.).

  All of these conventional support systems support the operation of a computer user such as a student by sharing a screen. However, if the user's operation is delayed, one-to-one support is possible. In the case of efficient processing that supports operation by sending support screens to multiple user computers at the same time, even if there are users who are behind the operation, they cannot respond flexibly. After the support for user computers was completed, it was necessary to deal with them individually.

JP 2001-337589 A Japanese Patent Laid-Open No. 11-195062

  Therefore, in view of the above-described situation, the present invention intends to solve the problem of efficient restoration work when some user operations are delayed during user operation support in computer education or software introduction support. It is possible to provide a user operation support system, a support method, and a user operation support program that can perform the operation support after the restoration and can efficiently resume the operation support after the recovery.

  The present invention provides a user operation support system comprising a plurality of user computers and a support computer that is communicatively connected to the user computers in order to solve the above-mentioned problems. Operation history storage means for storing support operation information by means, operation information transfer means for transmitting real-time support operation information taken out from the operation history storage means to a user computer connected for communication, and each communication connection User operation information receiving means for receiving user operation information of each user computer from the user computer, user operation history storage means for storing the received user operation information of each user computer, operation information already transmitted in real time and user operation User of each user computer of history storage means A determination means for comparing the operation information with each other to determine whether the operation of each user computer is accompanied by an operation of the support computer; the determination means identifies a user computer that is not connected; From transmission stopping means for stopping transmission and continuing real-time transmission to other user computers, immediately preceding information storage means for storing operation information transmitted in real time immediately before stopping by the transmission stopping means, and the specified user computer Receiving the same user operation information as the immediately preceding information, thereby restarting transmission of the operation information after the immediately preceding information, and displaying the supporting operation information received from the supporting computer by the user computer on the screen Operation screen display means for Providing user operation support system characterized by comprising an operation information transmitting means for real-time transmits the user operation information by the input operation means such as et of keyboard / mouse support computer.

  Here, the support computer includes a transmission timing storage unit that records a timing at which the support operation information extracted from the operation history storage unit is transmitted in real time to each user computer, and the information immediately before the transmission restart unit restarts the transmission. Preferably, the transmission of the operation information is transmitted at the same timing as the real-time transmission to other user computers based on the transmission timing storage means.

  Alternatively, whenever the transmission of the operation information after the immediately preceding information resumed by the transmission resuming unit is received from the user computer, the next support operation information is extracted from the operation history storage unit and transmitted. It is good also as a system.

  Further, the support computer displays the operation status of each user computer by the determination unit on the screen in the number or ratio of the following user computers or the number or ratio of the delayed user computers. A system comprising

  Furthermore, it is preferable that the support computer includes a display unit that displays on the screen a user computer whose operation specified by the determination unit is delayed.

  Further, the present invention provides a user operation support method comprising a plurality of user computers and a support computer that is communicatively connected thereto, wherein the user computer displays on the screen the support operation information received from the support computer. Display means, and operation information transmission means for transmitting in real time user operation information by an input operation means such as its own keyboard / mouse to the support computer, wherein the support computer has its own keyboard / mouse input operation means The procedure for saving the support operation information by the operation history storage means, the procedure for transmitting the support operation information retrieved from the operation history storage means in real time to the user computers connected in communication, and each user computer connected in communication To user operation on each user computer. A procedure for receiving information, a procedure for storing the received user operation information of each user computer in the user operation history storage means, operation information transmitted in real time, and user operation information for each user computer in the user operation history storage means, And determining whether or not the operation of each user computer is accompanied by the operation of the support computer, and by the determination, a user computer that is not attached is specified, and real-time transmission to the user computer is stopped. A procedure for continuing real-time transmission to another user computer, a procedure for storing operation information transmitted in real time immediately before the transmission stop in the immediately preceding information storage means, and the same user operation information as the immediately preceding information from the identified user computer By receiving , The procedure sends a resume straight before information subsequent operations information, also provides a user operation support method characterized by further comprising.

  Here, the support computer includes a procedure for recording the timing at which the support operation information retrieved from the operation history storage means is transmitted in real time to each user computer, and the transmission of operation information after the immediately preceding information to be transmitted again is the transmission Based on the timing storage means, transmission of operation information at the same timing as real-time transmission to another user computer, or transmission of operation information after the immediately preceding information to resume transmission receives user operation information from the user computer. It is preferable that the next support operation information is extracted from the operation history storage means and transmitted every time.

  Furthermore, the present invention provides a user operation support program for causing a plurality of user computers and a support computer communicatively connected thereto to function as each means in the above-described user operation support system. Operation history storage means for storing support operation information by an input operation means such as a keyboard / mouse, operation information transfer means for transmitting support operation information retrieved from the operation history storage means to a user computer connected in real time, User operation information receiving means for receiving user operation information of each user computer from each of the user computers connected for communication, user operation history storage means for storing the received user operation information of each user computer, and operations transmitted in real time Information and user operation history A determination means for comparing the user operation information of each user computer in the storage means to determine whether the operation of the support computer is accompanied by the operation of the support computer, and the determination means specifies a user computer that has not been followed And a transmission stop unit for stopping real-time transmission to the user computer and continuing real-time transmission to another user computer, immediately preceding information storage unit for storing operation information transmitted in real time immediately before the stop by the transmission stop unit, and By receiving the same user operation information as the immediately preceding information from the identified user computer, it functions as a transmission restarting means for resuming transmission of the operation information after the immediately preceding information, and receives the user computer from the support computer. did There is also provided an operation screen display means for displaying assisting operation information on a screen and a user operation support program for functioning as an operation information transmitting means for transmitting user operation information by an input operation means such as its own keyboard / mouse to a support computer in real time. .

  According to the present invention as described above, the determination means compares the operation information transmitted in real time to the user computer with the user operation information of each user computer, and the operation of each user computer is accompanied by the operation of the support computer. By determining whether or not the user computer is not, it is possible to identify a user computer that has not been followed, and it is possible to immediately stop the real-time transmission to the user computer by the transmission stop unit and start the recovery operation.

  Then, by storing the support operation information (immediately preceding information) transmitted in real time immediately before the stop and receiving the same user operation information as the immediately preceding information from the recovered user computer, it can be determined that the recovery has been made, and immediately The operation support can be resumed by transmitting the operation information after the immediately preceding information, and the inconvenience of waiting until all the support is completed is solved, and higher quality support can be provided.

  In addition, since there is an operation status display means for displaying on the screen the number or ratio of user computers that are attached or the number or ratio of user computers that are behind, teachers and administrators who operate the support computer The operation status of each user can be grasped quickly and accurately.

  In addition, it has a display means for identifying and displaying user computers that have been delayed for the specified operation on the screen of the support computer, so teachers and administrators who operate the support computer can accurately grasp the user computer that has been delayed. It's done.

  Next, embodiments of the present invention will be described in detail with reference to the accompanying drawings.

  FIG. 1 is a diagram showing an overall configuration of a user operation support system according to the present invention, in which FIGS. 1 to 6 show typical embodiments, in which 1 is a support computer and 2 is a user computer. .

  The user operation support system S of the present invention is composed of a plurality of user computers 2,... And a support computer 1 connected to the computer via a communication network N.

  The support computer 1 is composed of a single computer or a plurality of computers. As shown in FIG. The processing device 10 is composed mainly of a CPU such as a microprocessor, and has a storage unit consisting of a RAM and a ROM (not shown) and stores programs and processing data for defining various processing operation procedures. The

  The storage means 11 comprises hard disks and the like inside and outside the support computer 1, and identifies and manages the operation history storage unit 11a for storing support operation information by the input operation means 13 such as its own keyboard / mouse, and each user computer connected for communication. A management information storage unit 11b, a transmission timing storage unit 11c that records the transmission timing of support operation information that is transmitted in real time to the user computer, and a user operation history storage unit 11d that stores user operation information received from each user computer. And an immediately preceding information storage unit 11e for storing operation information transmitted in real time immediately before stopping by the transmission stopping means.

  Functionally, the processing device 10 is functionally transferred from the operation information transfer unit 10a that transmits the support operation information extracted from the operation history storage unit 11a to the user computer that is connected in communication and the user computer that is connected to communication. The user operation information reception processing unit 10b that receives the user operation information of each user computer and stores it in the user operation history storage unit 11d, and the user operation of each user computer in the operation information and user operation history storage unit 11d that has been transmitted in real time. The determination processing unit 10c for comparing the information and determining whether the operation of each user computer 2 is accompanied by the operation of the support computer 1, and the operation status of each user computer 2 grasped by the determination processing unit 10c, The number or percentage of user computers that follow, or An operation status display processing unit 10d for displaying on the display 14 at the number or ratio of user computers to be transmitted, a transmission stop processing unit 10e for stopping real-time transmission to the user computer determined not to be followed by the determination processing unit 10c, and a specific A transmission resumption processing unit 10f for resuming transmission of operation information after the immediately preceding information by receiving the same user operation information as the immediately preceding information from the received user computer, and these functions are realized by the above program. .

  In this example, as shown in FIG. 1, a single computer processing device and storage unit 11 are provided with these functions and storage units, but these functions and storage units are provided by a plurality of computers. You may make it share and comprise.

  The support operation information transmitted in real time to each user computer 2 by the operation information transfer unit 10a is displayed on the display of the user computer 2 as an operation example screen 41 as shown in FIG. More specifically, the operation example screen 41 is the screen display information such as the screen 31 displayed on the display 14 during the operation of the support computer 1, the mouse cursor, and the like, and is displayed on the display of the user computer 2. By referring to the operation example screen 41 superimposed on the operation screen 40, and performing the same operation, the same processing as that of the support computer 1 can be performed, and a reliable processing operation can be performed. The arrow in the figure indicates the mouse cursor.

  Then, the operation status of each user computer is determined by the determination processing unit 10c, and the support computer 1 determines the number or rate of the user computers that follow or the number or rate of the delayed user computers by the operation status display processing unit 10d. The user computer identified as being delayed in operation is identified and displayed on the screen.

  Further, as shown in FIG. 3, each user computer 2 has a processing unit 20 as a center, a storage unit 21, a display 22 for displaying an operation screen and the like, an input such as a mouse or a keyboard as an operation unit operated by the user. The processing unit 20 is composed mainly of a CPU such as a microprocessor, and has a storage unit including a RAM and a ROM (not shown). Thus, a program and processing data for defining the procedure of various processing operations are stored.

  Functionally, the processing device 20 is functionally operated by an operation screen display processing unit 20a that displays on the display 22 the support operation information received from the support computer 1, and user operation information by an input operation means such as its own keyboard / mouse. At least an operation information transmission unit 20b that transmits the information to the support computer 1 in real time, and these functions are realized by the program.

  Hereinafter, each procedure of the user operation support method of the present invention will be described based on the flowchart of FIG.

  In the following description, an example in which the system is constituted by the user computer 2 operated by each student and the support computer 1 operated by a teacher in the school education field will be described. However, the present invention is a student in such a school education field. Of course, the system is not limited to the system between teachers, and it can of course be applied to various situations such as a system configuration of a user computer of a worker in a company office and a support computer of a personal computer administrator.

  In this example, a user computer 2,..., A support computer 1 are installed in each seat of students and teachers in a school classroom, and these are connected to each other via a LAN attached to the school. . Each student and teacher can log in to the computer about the seat and use software such as various teaching materials.

  First, the support computer 1 saves the history of support operation information by the input operation means 13 such as a keyboard / mouse by the teacher in the operation history storage unit 11a of the storage unit 11 (S1) and the operation information transfer unit 10a. Transmits the support operation information extracted from the operation history storage unit 11a to each user computer 2,... In real time (S2). More specifically, time-series support operation information of a keyboard and a mouse is stored, operation model screen data in which the transition of the operation screen is edited as a moving image is created from the support operation information, and this is transmitted.

  Each user computer 2 that has received the support operation information (operation model screen data) displays the information on the display 22 by the operation screen display processing unit 20a (S3). Specifically, as described above, the moving picture operation example screen 41 shown in FIG. 4 is superimposed on the operation screen on the display. Using this as an example, each user can proceed with the processing operation.

  User operation information of each user computer 2 is transmitted from each user computer 2 to the support computer 1 in real time by the operation information transmission unit 20b (S4), and a user operation history storage unit by the user operation information reception processing unit 10b of the support computer 1 11d is stored and managed (S5).

  In this example, as shown in FIG. 5, a status display column 32 is provided on the left side of the operation screen 31 displayed on the display of the support computer 1, and the user operation information reception processing unit 10 b receives from each user computer 2. Based on the user operation history information, the current status of each user computer 2 is displayed (S6). As a result, the teacher can list the operation status of each student, and can adjust the operation speed according to the student status.

  The determination processing unit 10c of the support computer 1 determines whether the operation of each user computer 2 comes to the support computer 1 by comparing the operation information transmitted in real time with the user operation information of each user computer (S7). ). For example, when the active window / application of the user computer is not aligned with the window / application of the model screen transmitted from the support computer, it is determined that the user computer is late.

  Specifically, the criterion is that a time until the operation information of the support computer 1 matches the transmitted operation information is set, and the case where the time is exceeded is not (delayed). What is necessary is just to judge. Moreover, you may specify the thing which is behind predetermined time compared with the operation result of another user computer. For example, it may be determined that there is no user computer that does not match the operation information within a predetermined time after the operation information of the user computer of a predetermined ratio or more matches the operation information of the support computer.

  In S7, when the determination processing unit 10c identifies a user computer 2 that has not been followed, the transmission stop processing unit 10e stops real-time transmission to the identified user computer 2 (S8), and real-time transmission immediately before the transmission is stopped. The operated information is stored in the immediately preceding information storage unit 11e (S9). Real-time transmission is continued to other user computers.

  The operation status display processing unit 10d displays the operation status of each user computer 2 ascertained by the determination processing unit 10c by using the number or ratio of the following user computers or the number or ratio of the delayed user computers. To display. In this example, an aggregation display column 33 is shown in the upper right of the operation screen 31 of FIG. 5, which shows the number of user computers that are attached and the number of user computers that are behind with numerical values together with the final status (active window / application title). Is provided. As a result, the teacher can grasp that the student “SKYR179451TL” is not closed with the screen of “SMP81-premises network operation support requirement specification” and the “start menu” cannot be opened, and the student computer 2 The restoration work (here, restoration to the state where the “start menu” is opened) can be quickly performed.

  The restoration operation (S10) can be restored by operating the user computer 2 of the student who is manually delayed by the teacher (operating the input operation means of the user computer or remotely operating from the support computer). It is also possible for the support computer to automatically restore the user computer 2 by remote operation. It is preferable that this can be selected according to the contents of restoration. In other words, if the computer can be automatically operated and restored, the support computer 1 automatically restores the user computer 2 by remote operation, and the impossible computer, for example, the application is not installed, In the case of a fatal cause such as the application being dropped, the teacher may be notified to encourage the manual recovery.

  Also, microphones and speakers may be provided in the support computer 1 and the user computer 2 in advance, and the student can recover by talking with the teacher, or a memo that describes the recovery method prepared in advance in the support computer, or It is also preferable that a memo describing the recovery method created by the teacher is sent by e-mail or the like to be displayed on the user computer, and the student refers to it and attempts recovery.

  As a result of the recovery, the position of the active application or window in the identified user computer 2 matches the position of the support computer immediately before the stop, and the support computer 1 receives the same user operation information as the previous information from the user computer 2 in S11. As a result, the transmission resumption processing unit 10f of the support computer 1 resumes transmission of the operation example screen after the immediately preceding information to the user computer 2 (S12, S13). Here, the transmission of the operation information after the immediately preceding information by the transmission restart processing unit 10f is transmitted at the same timing (same operation speed) as the real-time transmission to other user computers based on the transmission timing storage unit 11c.

  In addition, without providing such a transmission timing storage unit 11c, every time the transmission resumption processing unit 10f receives the operation information after the immediately preceding information, the next operation information ( An operation example screen) may be transmitted at any time.

  Further, in this example, the transmission resumption is automatically performed by receiving the same user operation information as the previous information from the user computer 2 in which the transmission resumption processing unit 10f is specified. It is also possible to provide a notification means for performing the restart processing by the teacher manually.

  Although the embodiments of the present invention have been described above, the present invention is not limited to these embodiments, and can of course be implemented in various forms without departing from the gist of the present invention.

Explanatory drawing which shows the network structure of the user operation assistance system which concerns on typical embodiment of this invention. The block diagram which similarly shows the structure of the assistance computer of a user operation assistance system. The block diagram which similarly shows the structure of a user computer. Explanatory drawing which shows an example of the screen displayed on the display of a user computer. Explanatory drawing which shows an example of the screen displayed on the display of a support computer. Explanatory drawing which similarly shows the information managed by the address information storage part of a user operation assistance system.

Explanation of symbols

S user operation support system N communication network 1 support computer 2 user computer 10 processing device 10a operation information transfer unit 10b user operation information reception processing unit 10c determination processing unit 10d operation status display processing unit 10e transmission stop processing unit 10f transmission resumption processing unit 11 Storage unit 11a Operation history storage unit 11b Management information storage unit 11c Transmission timing storage unit 11d User operation history storage unit 11e Immediate information storage unit 12 Communication control unit 13 Input operation unit 14 Display 20 Processing device 20a Operation screen display processing unit 20b Operation information Transmission unit 21 Storage unit 22 Display 23 Input operation unit 24 Communication control unit 31 Operation screen 32 Status display column 33 Total display column 40 Operation screen 41 Operation example screen

Claims (9)

In a user operation support system including a plurality of user computers and a support computer connected to the computer,
The support computer is
An operation history storage means for storing support operation information by an input operation means such as its own keyboard / mouse;
Operation information transfer means for transmitting in real time the support operation information retrieved from the operation history storage means to a user computer connected for communication;
User operation information receiving means for receiving user operation information of each user computer from each user computer connected for communication;
User operation history storage means for storing the received user operation information of each user computer;
A determination unit that compares the operation information transmitted in real time with the user operation information of each user computer in the user operation history storage unit, and determines whether the operation of each user computer is accompanied by the operation of the support computer;
A transmission stop means for identifying a user computer that has not been followed by the determination means, stopping real-time transmission to the user computer, and continuing real-time transmission to other user computers;
Immediately before information storage means for storing operation information transmitted in real time immediately before stop by the transmission stop means;
Transmission resume means for resuming transmission of operation information after the immediately preceding information by receiving the same user operation information as the immediately preceding information from the identified user computer,
The user computer is
Operation screen display means for displaying on a screen the support operation information received from the support computer;
A user operation support system comprising operation information transmission means for transmitting user operation information by an input operation means such as its own keyboard / mouse to a support computer in real time.   Operation information after the immediately preceding information resumed by the transmission resuming means, comprising: a transmission timing storage means for recording the timing at which the support computer takes out the assistance operation information extracted from the operation history storage means to each user computer in real time. The user operation support system according to claim 1, wherein the transmission is transmitted at the same timing as the real-time transmission to another user computer based on the transmission timing storage means.   The transmission of the operation information after the immediately preceding information resumed by the transmission resuming unit is transmitted by extracting the next support operation information from the operation history storage unit every time the user operation information is received from the user computer. Item 4. The user operation support system according to Item 1.   The support computer includes operation status display means for displaying the operation status of each user computer by the determination means on the screen in the number or ratio of the following user computers or the number or ratio of the user computers that are behind. The user operation support system according to any one of claims 1 to 3.   The user operation support system according to any one of claims 1 to 4, wherein the support computer includes display means for identifying and displaying a user computer whose operation specified by the determination means is delayed on a screen. In a user operation support method comprising a plurality of user computers and a support computer connected to the computer,
An operation screen display means for displaying the support operation information received from the support computer by the user computer; an operation information transmission means for transmitting user operation information by an input operation means such as a keyboard / mouse to the support computer in real time; With
The support computer is
A procedure for storing support operation information by an input operation means such as its own keyboard / mouse in the operation history storage means;
A procedure for transmitting support operation information extracted from the operation history storage means to a user computer connected in communication in real time;
A procedure for receiving user operation information of each user computer from each user computer connected in communication;
A procedure for storing the received user operation information of each user computer in a user operation history storage means;
A procedure for comparing the operation information transmitted in real time with the user operation information of each user computer in the user operation history storage means and determining whether the operation of each user computer is accompanied by the operation of the support computer;
A procedure for identifying a user computer that has not been followed by the determination, stopping real-time transmission to the user computer, and continuing real-time transmission to another user computer;
A procedure for storing operation information transmitted in real time immediately before the transmission stop in the immediately preceding information storage means;
Resuming transmission of operation information after the immediately preceding information by receiving the same user operation information as the immediately preceding information from the identified user computer;
A user operation support method characterized by comprising:   The support computer comprises a procedure for recording the timing at which the support operation information extracted from the operation history storage means is transmitted in real time to each user computer, and the transmission of the operation information after the information immediately before the transmission is resumed is the transmission timing storage means. 7. The user operation support method according to claim 6, wherein transmission is performed at the same timing as real-time transmission to another user computer.   7. The user according to claim 6, wherein the transmission of the operation information after the immediately preceding information to be resumed is transmitted by extracting the next support operation information from the operation history storage unit every time the user operation information is received from the user computer. Operation support method. A user operation support program for causing a plurality of user computers and a support computer connected to the computer to function as each means in the user operation support system according to any one of claims 1 to 5,
The supporting computer;
An operation history storage means for storing support operation information by an input operation means such as its own keyboard / mouse,
Operation information transfer means for transmitting, in real time, the support operation information retrieved from the operation history storage means to a user computer connected for communication;
User operation information receiving means for receiving user operation information of each user computer from each user computer connected in communication;
User operation history storage means for storing the received user operation information of each user computer;
A determination unit that compares the operation information transmitted in real time with the user operation information of each user computer in the user operation history storage unit to determine whether the operation of the user computer is accompanied by the operation of the support computer;
A transmission stop means for identifying a user computer that has not been followed by the determination means, stopping real-time transmission to the user computer, and continuing real-time transmission to another user computer;
Immediately before information storage means for storing operation information transmitted in real time immediately before stopping by the transmission stopping means,
And, by receiving the same user operation information as the immediately preceding information from the identified user computer, to function as a transmission restarting means for restarting the transmission of the operation information after the immediately preceding information,
The user computer;
Operation screen display means for displaying the support operation information received from the support computer on a screen;
And a user operation support program that functions as an operation information transmission unit that transmits user operation information by an input operation unit such as a keyboard / mouse to the support computer in real time.

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